Ongo (keynews autumn 2014)

key news Autumn 2014

Win with us £30 vou cher up for grabs

a year in review

see how we’ve improved homes, spent your rent & what savings we’ve passed onto you

employment & training

meet our GEMs & see how volunteering can turn into a full time job

getting involved

how you are shaping the way we do things

your magazine is now available online

key news

Win with us

Autumn 2014

putting you at the heart of what we do

find out how you can sign up for an apprenticeship

Win with us

key news Autumn 2014

listening

you said, we did

how your feedback

is improving the

services we offer

communities

why it’s great to have a Residents Assoc iation see how you can

make a difference

where you live

listening

putting you at the heart of what we do find out how you can sign up for an apprenticeship

you said, we did

how your feedback is improving the services we offer

communities

why it’s great to have a Residents Association see how you can make a difference where you live

Around 40,000 copies of Key News are produced each year, so we have a real chance to reduce the number of paper copies we print if some of you ‘choose digital’. This will help save the environment and reduce the amount of your money we spend producing Key News.

Visit ongo.co.uk and search ‘Key News’ to request your digital copy.

key news Autumn 2014

Win with us

listening

putting you at the heart of what we do find out how you can sign up for an apprenticeship

you said, we did

how your feedback is improving the services we offer

communities

why it’s great to have a Residents Association see how you can make a difference where you live

ongo.co.uk

in this issue...

a message from Andy Orrey

Offering you value for money

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Building homes

Carnival time

Ring us

Contact Centre (01724) 279900 Freephone 0800 0326363

Go online

Visit us at www.ongo.co.uk

(remember to sign up for your do it online account where you can manage your tenancy online)

Facebook www.facebook.com/nlhomes join our online community

I just want to let you know that we have received and understood this message. The Board of our organisation sets rents and over the last five or six years, there is no doubt that rents have increased significantly. All the increases have been in line with the agreements set out at transfer, and the extra money has allowed us to build new homes and improve key services such as repairs and anti-social behaviour.

The impact of welfare reforms, low wage increases and the recession has adversely affected many, and it’s clear that the best thing we can do right now is keep rent increases low.

Twitter @ongoUK are you one of our 2,300 followers?

Pop in Customer Centre 15-19 Cole Street, Scunthorpe, North Lincolnshire, DN15 6QY Thursday Friday Saturday

I know some of you feel we bombard tenants with questions, feedback and surveys, but it really does provide vital information in shaping our company and your home & community.

We’ve been asking you about Value for Money recently and the key message seems to be that, in general, you like the level of service we now offer, but that any further increases in rent is really what concerns most people today.

Get in touch

We are open Monday 9.00 - 5.00 Tuesday 9.00 - 5.00 Wednesday 9.00 - 5.00

Welcome to this edition of Key News and I hope you have enjoyed the summer months.

10.00 - 5.00 9.00 - 4.30 9.00 - 12.00

We have developed some really focused plans to reduce costs, so we can keep that promise to you.

Thanks for the feedback – it’s good to talk.

Andy Chief Exec

Residents

Involved and approved

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a year in review Every September we give you a round up of all the things we’ve been doing over the last year, it’s called our Annual Report. It explains how we spent your rent, how we’ve performed against targets set by our Boards and how we’ve improved your homes and the services we offer just for you.

We’ve created a website which is jam packed full of information visit ongo.co.uk/annualreport but here’s a taste of what you can find online.

housing management

repairs

Welfare reform, the Government changes to the benefit you receive, has affected many of you this year so we’ve been doing everything we can to support you. In April 2013, 1543 of you were subject to the Spare Room subsidy, we contacted everyone to find out if you were able to pay the additional rent or whether you’d like to move to a smaller home. By March 2014 we had moved 122 of you into smaller homes saving you £45,000 in additional rent payments. We’ve also helped people claim over £583,000 in additional benefits which you didn’t realise you were eligible for.

With your help we created three new repairs priorities, same day, next day and by appointment.

This was a bold move, but you rightly told us this is how you’d like your repairs doing and it’s been a success. Of the 37,000 repairs we completed last year, 9 out of 10 of you were happy with the service.

We must remember this was also the year 37 of our households were affected by the Humber Floods in December 2013. We worked around the clock to support those affected and just four months after the flood our first tenants moved back home, two months ahead of our six months target.

building & improving homes This year we built 74 brand new homes in Scunthorpe, South Killingholme, Epworth, Winterton and Crowle. We invested £6.5million to do this and received £1.94million in grant funding from the Homes and Communities Agency.

We also spent £13.5million improving your homes and neighbourhoods including fitting external wall insulation and heating improvements such as new boiler valves, solar panels and air source heat pumps, to help you achieve more affordable warmth.

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We also gave all our 41 trades’ people mobile tablets to use which means they can receive their work and send any information back to the office from where they are. It also allows us to send them live updates and for them to have health and safety and asbestos information at the click of the button.

Thanks to this more repairs are being carried out and 87% of them are right first time.

customer & support services This year we’ve refurbished all our communal areas in sheltered schemes, making them more modern, comfortable and energy efficient.

We’ve also created a new BME (Black, Minority, Ethnic) and dedicated Young Persons’ support services which have helped lots of you to maintain your tenancies successfully and get into training & employment.

We’re very happy to have achieved Customer Service Excellence accreditation and with 97.3% of you happy with our overall service, we know we are doing a good job, however there is always room for more improvements.

to see a full list of our targets & how we did visit ongo.co.uk meeting targets Every year, our Boards set us targets we have to achieve which help us make sure we are providing you with the best possible service.

We report on how we are doing in a monthly scorecard. Here is how we achieved our targets.

to answer phone 8 seconds calls on average (target 10 seconds)

75%

of you were satisfied with how we handled your ASB complaint

of new tenants are satisfied with the quality of their new home (target 90%)

81%

41%

96%

1.8%

of empty homes are repaired and let within 28 days (target 50%)

of you are satisfied with the repairs and maintenance service (target 95%)

94%

97.3%

of you are satisfied with our overall service (target 95%)

100%

of you were satisfied with the quality of work carried out in your homes (target 93%)

97%

100%

of reports of racial and other harassment responded to within 24 hours (target 100%)

of complaints were responded to within set time limit (target 99%)

of our homes are currently empty (target 1.2%)

0.56%

of our homes have a valid Gas Safety Certificate (target 100%)

ÂŁ435.30

51%

of you were satisfied with the way your complaint was handled (target 99%)

of you were evicted for rent arrears (target 0.4%)

87%

of repairs carried out right first time (target 90%)

average cost of repairs per home (target 394.14)

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offering you value for money Every year, we set ourselves a target to make savings. In 2013/14 our aim was to save £989,000, but we did a lot better than that. We achieved £2.5million, that’s 255% of our target.

Most of this, over £2million in fact, was in cash savings. The rest was through being more efficient in what we do. The savings we made represent 2.9% of our total spending.

Our Board leads our Value for Money Strategy and along with Senior Managers and a group of you; we’ve done a self-assessment to make sure we are offering the best possible value for money.

Your involvement in value for money comes in many forms, from our Resident Scrutiny Panel assessing value for money as part of their service inspection remit, to our Ordinary members getting involved in a value for money workshop to help set future priorities.

We fitted 277 homes with solar voltaic panels providing more affordable warmth, reducing costs and lowering carbon emissions.

We saved £50,000 on a replacement fleet of vans by lowering leasing and fuel costs as well as our carbon footprint.

We invested £378,000 into local schemes to improve employability, training, healthy living and life skills.

We recruited 10 apprentices and 2 graduates with at least half of those coming from a tenant household.

We recycled 56 tonnes of furniture through our Choose to Reuse furniture store, this saved us £3,300 in disposal costs, provided affordable home furnishings for you and provided volunteering opportunities too.

As well as the money savings we make, we also look at the social and economical benefits too. Here’s how we did it and how it benefitted you.

We renegotiated some of our contracts such as the broadband we use and our cleaning services saving us £173,000 which means we can do more to support local communities.

We fitted 480 Combi Smart Valves to boilers reducing your energy costs and reducing waste.

We supported 21 volunteers with workplace experience, and seven secured employment.

to read the full Value for Money statement visit ongo.co.uk 06

how we spent your rent On average you pay £81 a week to live in one of our homes, that’s £ 20 a week

cheaper than a privately rented home in the Yorkshire and Humber region. In

total last year we received £38m in rent from you so we thought you’d like to know how we spent that money.

surplus for future investment programmes interest & debt

cost for major works

17% 24%

home repairs & maintenance

7%

19%

19%

head office costs

11%

2%

sheltered housing & housing tenancy support management

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news from your housing team Your home check team

home checks are here to stay In January we started carrying out Home Checks to get a better idea of what it’s like to live in one of our homes and to see if there’s anything else we can help you with.

We’ve visited over 3,000 addresses since then and have been able to help with repairs, budgeting & benefit advice and getting extra support in your home from our Tenancy Support Team as well as lots more.

We now have a team of six Home Check officers who will visit every home. We’ll be in contact with

tea dance Calling all residents over 55, here’s a date for your diaries. Get ready to twist and shout at our annual tea dance. It’s happening on Monday 10th November from 1pm to 4.30pm at Heslam Park Rugby Club. We can offer you free transport, a pie and pea supper as well as the usual singing, dancing and a raffle. So grab you’re dancing shoes and speak to our Tenancy Support Team for more details on 01724 279900.

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you soon to let you know when we’d like to come and say hello.

Darren Bonar, Senior Home Check Officer, said: “Since we started Home Checks, we’ve been able to speak to people we usually wouldn’t get to see, spot where homes need improving such as a new kitchen or bathroom, and offer help and advice about a whole range of tenancy and life issues. We want people to enjoying living in their homes and Home Checks are a great way to keep in touch with people.”

man banned from Caistor Road estate in Barton We’ve successfully obtained an anti-social behaviour injunction banning 45-year-old Darren Towle from an area of Barton for three years.

In July Hull Combined Court granted the injunction preventing Towle from entering Yarborough Court, Lincoln Drive, Kingston View, Goodhand Close, Holgate Court, River View, Fairfield Drive, Blyth Court, Hopper Close and he has limited access to Caistor Road and Meadow Drive.

smoking in your homes We’re happy for you to smoke in your homes if you choose to, however we do have some exceptions which some of you may not be aware of.

When we or one of our contractors are visiting you, you may be asked not to smoke whilst they are there and we ask you please to respect their wishes. If you continue to smoke, then the visitor will leave and arrange to come back another time.

Check your tenancy agreement to find out more.

Towle was also sentenced to nine months in prison after pleading guilty to racially aggravated assault and racially aggravated criminal damage.

The injunction will remain in place until 31st May 2017 and if anyone sees Towle within the exclusion zone you must ring Humberside Police on 101 in an emergency call 999. It is an offence to falsely or maliciously report alleged breaches.

International Older Persons Day Another date for your diaries.

Wednesday 1st October we’re celebrating International Older Persons Day from 11am at Broadlands House, Bottesford. There’ll be raffles, quizzes, activities and people on hand to talk about health, Age UK and crime prevention as well as lots more.

To find out more speak to our Tenancy Support Team on 01724 279900.

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employment, training & volunteering GEMs graduate employment mentoring We love working with people to help them kickstart their careers, especially young people, so when we heard about the Graduate Employment Mentoring scheme we jumped at the chance to offer three jobs here at ongo.

Meet our GEMs Will, Mollie-Mae and Kayleigh.

This is Will’s story.

After graduating university I didn’t know what career I wanted to go into so I became a volunteer at the Citizens Advice Bureau. It was through this work I got a real appreciation of just how important people’s homes are to them and the needs of vulnerable people. So when I saw I could work for a social landlord such as ongo, I had found my perfect match.

It’s been great so far and I enjoy the challenge. I’ve been impressed by the will of other staff to make a difference to people’s lives and I’ve learnt a lot in such a short space of time. I feel part of the team and I want to do my bit to improve local communities in North Lincolnshire.

I would recommend the GEM programme to other graduates, you get a qualification once you’ve finished and a lot of experience to move forward in your career. I really feel like the people of ongo have gone the extra mile to invest their time in me and the other GEMs and I appreciate the confidence they have in me to do a good job.

W i ll To find out more about being a GEM visit centreforpartnership. co.uk/the-gems.

looking for a job?

Crosby Employment Bureau, part of ongo, is a one stop shop for training, apprenticeships, volunteering and employment. They offer a range of full and part time jobs as well as being on hand to help you into training or gain work experience to help towards getting a new job. Since 2004 the Crosby Team have helped 3,000 people into work.

Give them ring on 01724 844848.

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volunteering success Pete & boss Gary

Say hello to Pete, he’s one of our caretakers on Westcliff, Scunthorpe. He joined North Lincolnshire Homes as a volunteer in September 2013 after completing community service with the Community Payback scheme. He did 12 weeks of unpaid work before being offered three months of paid work with us.

“I love it”, says Pete, “I’m proud of the work I do and I enjoy working with and helping the people of Westcliff.”

“I’m proud of the work I do and I enjoy working with and helping the people of Westcliff.”

Pete wanted to make a difference to the neighbourhood, so he organised for a group of staff to help him clean up the play park at the Westcliff Precinct as it was full of rubbish including broken glass making it unsafe for children.

Pete said: “I could see children struggling to use the play area or mums just walking past the play park looking disappointed they couldn’t let their kids play, so I wanted to do something about it. Now we’ve cleaned it up, it’s great to see people enjoying the area.

“I didn’t think anything would come of volunteering, but I’ve been offered some paid work and I am gaining lots of experience to help find a permanent job. Volunteering is a great opportunity and I would recommend others to sign up too.”

empowering project is recognised in national awards The Empowering project at Crosby Employment Bureau was named runner up in a national Community Award from the Howard League Penal Reform for their work supporting offenders and ex-offenders.

The team were one of six organisations nominated for the award in Education, Training and Employment category.

The project was started in April 2011 and focuses specifically on offenders and ex-offenders to help

them progress towards employment as well as helping them overcome barriers when looking for somewhere to live, their money, benefits and debt, confidence, health and mental health, substance misuse and transport issues.

The project is currently working with 268 people and 83 of them have been supported back into work and 93 are currently working towards one or more qualifications.

To find out more about volunteering, jobs or training give Crosby Employment Bureau a ring on 01724 844848.

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building homes & improving others

new homes We’ve been given £3.3million from the Homes and Communities Agency (HCA) towards building 135 new homes by 2018 in Scunthorpe, Broughton, Kirton in Lindsey, Crowle and Brigg.

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building underway

homes are being created at St Peter’s Court, Barton

We’re currently building or creating 61 new homes at a cost of £5.9m they are due to be completed by March 2015.

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We’re also converting 4 unused buildings into much needed homes

specialist homes at Haig Avenue, Scunthorpe, for people with learning disabilities

13 homes at Blackmoor Road, Haxey

4 homes at Somerby Road, Scunthorpe

12 at De Lacy Way, Winterton

meet Matt Hubbert Matt’s one of our Project Officers in the Regeneration Team and it’s his job to manage the improvement work we do on your homes. He makes sure any work is finished to a high quality and on time.

Matt said: “I enjoy seeing homes after the work has been completed. One of the best feelings was when we recently 12

refurbished the sheltered schemes and saw how residents reacted when we invited them back home.

“When I’m not at work I play competitive 5-a-side football every week and have done for about 15 years.”

news from your home ownership team (we’ve got a new name)

Contact us on 01724 279900 Lesley

Gareth

hello As you can see we have a new name. This reflects the fact we can do more than just look after our Leasehold services. But we are still here to help as we always have been.

As well as a new name we have a new team member too. Say hello to Beckie, she’s our new Home Ownership Officer.

paying by Direct Debit We need to let you know about important changes to the way you pay your service charge by Direct Debit.

We’ve decided to start using allpay Limited to collect Direct Debits for us because it will offer you more flexibility with setting up and making your payments.

In most cases it can be set up over the phone without the need to complete paper work and it will allow you to pick any date of the month for your service charge to be paid to us.

All the information allpay Limited needs will be kept secure and will only be used for the Direct Debit process and nothing else.

If you already pay by Direct Debit you don’t need to do anything, your details will be automatically transferred over.

Direct Debits are a way to automatically pay your rent from your bank account on a chosen date each month. They are a great way of planning your finances and saving you time. They are guaranteed against mistakes and can’t be changed without your permission. You can also cancel them at any

Beckie

time through your bank so you are in control.

If you’d like to start paying your rent by Direct Debit give us a ring on 01724 279900.

service charges You will have recently received your 2013-14 Service Charge calculation. This information shows how much it actually cost to supply services to your block during this time.

Your statement will show whether we have over or under estimated your service charge for the year and you will have received a credit note or invoice accordingly.

If you have received a credit note it may only mean you could get a refund.

If you have received an invoice, this means the amount stated will be added to your service charge account and you may need to make an additional payment or alter your monthly instalments.

If you have any queries about your service charge contact the Home Ownership Team - we will be able to give you an up to date balance and offer advice about how you should continue your payments towards your account.

gas servicing There’s still time to claim your free silver gas service.

We offer all leaseholders a free service for all gas appliances in your home from our gas contractors Sure.

If you sub-let your home you are legally required to supply an annual gas safety check to your home as a landlord.

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getting involved

community voice

Did you know if you’re part of a Residents Association you can be part of Community Voice too?

In fact, Community Voice members are as much part of our business as any of our employees. That’s how much we value their help and support.

Community Voice is a group of residents who represent you and who are supported by us.

Community Voice meetings usually take place monthly and they are looking for new members.

All members have one thing in common though and that is they all care passionately about the places they, and you, live.

If you’re part of a Residents Association and would like to know more about getting involved with Community Voice speak with our Resident Involvement Team on 01724 279900.

Together they can tell us what you want from us, make sure we know what works for tenants, and what more we should be doing.

Visit storify.com/ongo to see a Community Voice meeting in action.

estate inspections We told you in the Spring edition of Key News about how we’ve changed the way we inspect your neighbourhoods and estates.

Since then 12 of you have contacted us to talk about issues you are having in your neighbourhoods and 22 inspections have been carried out. One of the main issues you told us about was untidy gardens so we’ve introduced regular walkabouts for Housing Officers to specifically check front and rear gardens.

The inspections can be about anything to do with your neighbourhood and the idea is we focus on the issues and places that are important to you.

With our Tenant Inspectors, we also do some mystery shopping style estate inspections so we get to see how you view your neighbourhood on a daily basis too.

This helps us review the services we provide and improve them where needed.

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If you are interested in joining our tenant inspectors group contact our Resident Involvement Team at resident.involvement@ongo.org.uk or to request an Estate Inspection give us a ring on 01724 279900.

involving you We are currently developing a new Resident Involvement strategy, which shows how much we value your involvement with us. We’ve created a set of six objectives to help us to continue to improve the service we offer you.

We need your views and opinions on the strategy. Visit ongo.co.uk/north-lincolnshire-homes to find out more. You have until Friday 3rd October to tell us what to think.

If you have an questions about the strategy, you can contact our Resident Involvement team on 01724 279900 or email resident.involvement@ongo.co.uk

what have you been up to when I met the Goxhill craft group It’s not every day you get invited along for an afternoon of ‘crafting’ so when Sue sent me a letter telling me all about a craft group in Goxhill I hopped in the car and went to see what it was all about.

The group meets in the communal lounge on Greengate Lane twice a week and residents create cards & gifts and enjoy a good natter over a cuppa.

Sue, aged 64, said: “We have great fun together, creating and learning new things as well getting to put the world to rights. Every six weeks or so we get together for a full day of crafting and we all club together to pay for a tutor to teach us new techniques. I’d recommend other people creating a group like this as a way of socialising.”

I had a great afternoon with the ladies and I got to make a 3D concertina card, which is a little rough around the edges, but I’m proud it.

Sa m Sam, Editor of Key News

knitters unite

Stewart watering his garden

you said, we did When our maintenance team heard our green fingered residents at Horse Fair Paddock, Brigg, were struggling to water their plants, we installed water butts in the communal gardens to offer a helping hand.

The residents were having problems getting water from their homes or the communal kitchen to the gardens to tend to the plants and flowers, so the water butts have been a welcomed addition.

Stewart McCaw is one of the residents who is using the water butts. He said: “We called upon North Lincs Homes for some help and they fitted the water butts which are fantastic. They are collecting rain water so over the years we will be able to save on our service charge as well as reduce the cost of water & drainage and recycle the rain water.”

In the last edition of Key News we told you about Mrs Mason and how she’s knitting jumpers for the ‘Fish & Chip’ babies in Kenya and Uganda. Some of you got in touch to find out how you can help too and are now knitting six inch squares which can made into blankets so thank you.

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ongo Carnival time It was great to see over 650 of you enjoying the sunshine at this year’s free family fun day.

The ongo Carnival took place on Wednesday 6th August at Burringham Road playing fields, Scunthorpe, and there were loads of activities for people of all ages to get involved in and have fun.

We had demonstrations from Barton Majorettes, Street Beat Dancing, local singer George Burkill entertained the crowds, Twin Martial Arts and there were drumming sessions too.

As it was a carnival we had a coconut shy, tin can alley, a cup and saucer ride as well as bouncy castles, circus workshops, face painting and a small animal farm.

We crammed lots of information stalls in for you to visit to find out about North Lincolnshire Homes, the emergency services, NHS, Age UK, North Lincolnshire Council, Citizens Advice and the Alzheimer’s Society.

Thank you everyone who came along. We’ve made a photo gallery from the day, can you spot yourself?

Visit flickr.com/nlhomes

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competition winners Lots of you entered our competitions on the day.

Congratulations to all our lucky winners.

Rosita of Scunthorpe won an iPad mini for signing up for her ‘do it online’ account.

Ben of Scunthorpe won a ticket for four people to Pleasure Island, Cleethorpes, after he correctly answered all the quiz questions in the Key News Carnival special.

Mrs Conroy of Scunthorpe won a £10 Asda voucher for telling us how much she enjoyed the carnival.

Hayley of Bottesford won a £10 Argos voucher for answering the Home Check Brainteaser.

Adam of Scunthorpe won a £25 Toys R Us voucher for finding a secret word hidden inside our Caretaking ball pool the fastest.

Isabelle of Scunthorpe won a £10 Tesco voucher for visiting each ongo stand and collecting stamps.

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in with us • win with us • win with us You really are a green fingered bunch and are very proud to show off your handy work.

Many of you entered our annual gardening competition and here are the winners.

gardening competition best kept garden

best container or hanging garden

Runner up Mr Jackson, Crowle 1st prize Sarah Christmas, Matlock Court, Scunthorpe

best community or shared garden

1st prize Mrs Litchfield, York House, Scunthorpe

1st prize Mrs Johnson, Overton Court, Barton

Runner up Mr Oldridge, Bowmandale, Barton

special achievement award

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Runner up the Tenants Committee at Horsefair Paddock, Brigg

1st prize Mrs Litchfield, York House, Scunthorpe

Well done to everyone who entered, you all have beautiful gardens and made judging harder than ever.

The winners received £75 and the runners up were given £40 of shopping vouchers.

• win with us win with us • win with

WIN a £30

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winner

Name Address Postcode Daytime telephone number Email address are you happy to hear about other promotions and competitions?

Entries must be in by Friday 28th November. The winner will be drawn from all correct entries.

The editor’s decision is final.

Autumn Bonfire Dark Nights Fireworks Halloween Leaves Orange Scarf Toffee Apples Trick or Treat

Congratulations to Paulina Szerkus for finding all our summertime words.

Please return the coupon with your completed wordsearch to: Editor, Key News, North Lincolnshire Homes, Meridian House, Normanby Road, Scunthorpe, North Lincs, DN15 8QZ

19

getting you online

we’re offering free internet taster sessions to help get you online.

You can find us at:

Mondays Ashby Link 9.30-11.30am and Crowle Hub 5.00-7.00pm

Wednesdays Tuesdays

Age UK Scunthorpe 1.00-3.00pm

Broughton Library 10.00-12 noon and Barton Viking Centre 1.00-3.00pm

Thursdays Brigg Library 10.00-12 noon

you’ll get one to one help from one of our friendly digital volunteer coaches.

Just drop in, no appointment & no experience needed.

To find out more give us a ring on 01724 279900 or pop into our Customer Centre, Cole Street, Scunthorpe.