Key News Summer 2014 by ongo

key news Summer 2014

Pull-out and keep this jump on boa special c rd over

jump on board with ongo

a n i w e l d n i K Fire

weâ&#x20AC;&#x2122;re bringing the ongo bus to a neighbourhood near you

training

how we can help you learn new skills prizes

Come & say hello to win great prizes

hello We’re inviting you all to jump onboard the ongo bus this summer as it travels around North Lincolnshire to find out what really matters to you.

Our ambition as a landlord is to offer the best possible services and the best way we can do that is to listen to your ideas & concerns and act where we can. One of the many ways we have shared information and listened to your views in the past was by hosting an Annual Tenant Conference, but following your feedback we are now going to you instead of asking to you come to us. From Thursday 26 June to Wednesday 9 July 2014, we will be visiting a neighbourhood near you in a tour bus. This will give you a chance to meet us, find out more information about what we offer, look at our plans for the future and, more importantly, give you an opportunity to discuss any issues that matter to you. We’re planning lots of activities for you to take part in or you can simply come and say hello. If you want the chance to win a Kindle Fire and many more prizes make sure you turn up and have your say. This special pull-out gives you detailed information about where we will be and when, so pin it to your notice board, stick it to your fridge or set a reminder in your mobile phone. Remember what you think is very important to us, so it’s an event not to be missed. We are really looking forward to seeing you. Andy Chief Exec

key news Summer 2014

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

Win with us Shoppin g voucher up for gr ab our word s in sear competit ch ion

listening

you said, we did

how your feedback is improving the services we offer

communities

why itâ&#x20AC;&#x2122;s great to have a Residents Association see how you can make a difference where you live

The Good Neighbour Service

It’s free to residents of North Lincolnshire Homes and aims to reduce isolation and loneliness. We’re looking for more volunteers who can be ‘good neighbours’. To visit people and have a cuppa. To do little jobs around the home and garden. To chat to people over the phone. To show someone you care can make an enormous difference to people’s lives.

To find out more give Heather or Karen in our Tenancy Support Team a ring on 01724 279900

in this issue...

a message from Andy Orrey

putting you at the heart of what we do

you said, we did

why Residents Associations are great

Get in touch 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

Twitter @ongoUK are you one of our 2,200 followers?

Pop in Customer Centre 15-19 Cole Street, Scunthorpe, North Lincolnshire, DN15 6QY We are open Monday 9.00 - 5.00 Tuesday 9.00 - 5.00 Wednesday 9.00 - 5.00

Thursday Friday Saturday

10.00 - 5.00 9.00 - 4.30 9.00 - 12.00

When your work involves housing, it’s easy to be forgiven for thinking it’s the centre of everything. We spend our lives thinking about it, looking at it, repairing it, planning for it, designing it, building it, asking questions about it and monitoring it. Listening to all the political debates going on around the elections has been heartening; simply because housing has been centre stage for once. So many politicians have talked about how important it is for re-building the economy, for young people unable to afford mortgages, for older people living with dementia, for apprentices and so it goes on. This edition of Key News shows, I hope, how we make housing personal to you. From getting flood victims back into their homes to helping young people with their tenancy, to the ongo carnival, and how tenants can improve the running of the organisation by becoming Board members or involved in Resident Associations. This summer we will also be visiting as many tenants as possible in the ongo bus, so please see the pull out on the outside of the magazine for the times and places we are visiting, pop along and make it really personal by sharing your views, ideas, issues and hopes. We are in listening mode. Have a great summer. Andy Chief Exec

Residents

Involved and approved

putting you at the heart of what we do ongo pizza party We’re always looking for new and exciting ways to involve young people so we arranged a get together at Cafe Indie in Scunthorpe to find out from our 14-25 year old tenants exactly what they’d like us to do. We bought the pizza, the pop, invited a singer

with his guitar and brought a Nintendo Wii to play on. All we asked in return was to find out what’s important to youngsters today. Check out all the photos from the event on pinterest. www.pinterest.com/nlhomes

how we’re supporting young people Kayleigh Dunn is one of our young tenants, she’s 24 years old and lives with her six year old daughter. She became one of our tenants in October 2013. When all our young tenants move in they get a visit from our Young Person’s Support Officer, Scott Taylor. This is to basically see how they’re settling in and if there’s anything we can do to support them. Scott has been helping Kayleigh to get all her household utilities in place, and making sure she has settled in to her new home. He also encouraged Kayleigh to sign up to a Lone Parent course we were running. The aim of this course was to give single parents useful skills in running their home, living healthily on a budget, confidence building and learning interview techniques to help get back into work. Kayleigh has really appreciated the help and support Scott has given her, “It’s been really good knowing that there’s someone at the end of the phone or someone I can email for advice and support. I’ve found Scott so friendly and helpful, he’s really helped me get on top of my bills and things. “It was Scott that encouraged me to sign up to the Lone Parent course at Crosby. I wasn’t sure that I would get anything out of it, but it’s 04

been brilliant. I’ve been able to meet new people, learn useful skills around the house and also how to build my CV.” As a result of Kayleigh attending the Lone Parent course, she secured some volunteering with ongo at Crosby Employment Bureau and has since been offered a job with us too.

say hello to Scott Scott Taylor is our Young Person’s Support Officer and it’s his job to support young people, provide opportunities they didn’t know existed and help younger tenants to gain independence. Scott’s been in this job for 10 months now and admits it’s been the most enjoyable part of his life to date. Each day throws different challenges in his direction, and trying to overcome these obstacles on behalf of the young people is very rewarding for him. What you might not know about Scott is he’s a qualified squash coach and he teaches juniors at his local club so they can become the squash stars of the future.

apprenticeships Since April we have offered three Apprenticeships with us in Income Collection, Caretaking and Tenancy Support. Syeda Zaman came to work in the Income Collection Team in May and she’s finding it very rewarding, she said: “I love my Apprenticeship and I’m learning something new every day. I’m getting to know the company as a whole and getting an insight into what each department does. “I always wanted to pursue a career in housing and I chose ongo because of the great customer service it gives to customers and tenants. Doing my research about ongo through social networking sites I know the organisation is really committed

to team work and helping people. “An Apprenticeship is a great way to learn theoretical knowledge and get practical experience to prepare you for a career. Some people think it may be a daunting experience, however there is always support from the company and the Apprenticeship provider. I love the fact that you can learn a lot of practical skills and earn a qualification. This Apprenticeship is my stepping stone and it’s really boosted my confidence.” There’s going to be more Apprenticeships offered later in the year. Keep an eye on ongo.co.uk/jobs to find out when to apply or you can sign up to apprenticeships.org.uk to see what’s on offer.

say hello to Charlie Morrow Say hello to Charlie Morrow, she’s an apprentice in our Community Investment Team, and has written a blog about what she’s learnt. You can find it on our website ongo.co.uk just search for Charlie’s Apprenticeship.

jobs for budding construction workers We’ve teamed up with North Lindsey College to offer Apprenticeships in the construction industry. A new Construction Apprenticeship Hub will be run through ongo’s Crosby Employment Bureau which will match up young people with an interest in construction to local businesses. Firms such as Clugston Construction, G S Kelsey Ltd, Briton Ltd, Sword Construction and Woodworks Ltd have given their backing to the scheme. It’s also supported by the Federation of Master Builders and North Lincolnshire Council.

Jan Williams, Community Investment Manager said: “We are so excited about this scheme and hope to place at least 20 young people into Apprenticeships in the first year. For any time where an apprentice can’t be placed with an employer, we will offer work on community projects so they can continue their work experience as part of the Apprenticeship and we will continue to pay their wages.” 05

building homes & improving others Humber floods Six months after the Humber floods almost every tenant is home and nearly all repairs are complete.

of paint. We also gave tenants the chance to pick much of the replacement decoration in their homes.

37 households in South Ferriby, Burringham, East Butterwick and Keadby were affected by the floods.

John Lawrence, Head of Housing Management said: “The Humber floods have been an incredibly stressful time for many of our tenants so we wanted to make sure we provided a much support as we could as well as get people back into their homes as fast as possible. I want to say a big thank you to everyone who has been very patient with us while we carried out the repairs needed.”

Using a fast drying method we’ve been able to repair homes quicker than we anticipated. Where needed homes have been fitted with new kitchens, doors and wood work. Bathrooms have been refurbished, walls re-plastered, new tiles fitted, flooring replaced and the walls got a new coat

Mrs Mavis Haywood of Andrews Road, South Ferriby was the first tenant to move back home after just three months. The water in her home rose to about four feet high and she only had a few minutes warning before the river burst its banks. She was on her way to her daughters when the water swept across the main road and a member of the public had to help her from her car and took her to the South Ferriby Community Centre where her daughter picked her up. “It was a terrifying experience, I felt numb”, said Mrs Haywood. “I’m thankful for the man who helped me from my car and took me to the safety of the Community Centre. The water was above my knees and ice cold. The villagers were very helpful and were making teas and coffees to keep everyone warm.” “I’m happy to be back home, but the memories of the flood will be with me for a long time. “My neighbour has decided not to return and I will miss her, but I really wanted to move back to the home I’ve lived in for 24 years.” 06

Mrs Valarie Jeffreys used to live on Andrews Road, South Ferriby, but since the floods has moved to Barton and couldn’t be happier. “On the day of the flood people didn’t think it would happen. I was sat watching telly when I got knock on the door and told it was time to go. It was scary to see the water coming over the hedges and the noise was horrendous. In three minutes everything I’d worked for all my life was gone. “Everyone has been brilliant, the villagers helped so much and North Lincs Homes couldn’t have done any more. I got daily phone calls from NLH staff and just over two weeks after the floods I was given my new home in Barton. “I was born and grew up just around the corner from where I live now and I watched Beretun Green being built. It felt marvellous to be going back to my real home. “No one was to blame for the floods, it was nature. We can’t change it and I’ve just had to start again, but I’m really settled in my new home.”

new homes We’re investing £3million in building new homes in Haxey, Scunthorpe and Barton. We’d also like to build new homes in Broughton too.

Barton

Scunthorpe

We’ve been given planning permission to convert a former sheltered scheme into 20 affordable one, two and three bedroom homes at St Peters Court, Barton. Each home will have their own garden area and parking space. Work is due to start very soon.

We’re building 12 brand new homes on Somerby Road and Wragby Road, Scunthorpe.

Epworth In May we officially opened the shared lounge at Albion Grove.

Wrawby We held a celebration event to mark the end of the building work at Wold Court. There’s still one apartment with one bedroom up for grabs at this retirement scheme. Looking for a new home? Visit the Home Choice Lincs website www.homechoicelincs.org.uk

Haxey Work has started on 13 brand new bungalows on Blackmoor Road, Haxey.

Broughton We’d like to build 13 two bedroom bungalows at Ermine Grove, Broughton where a former sheltered scheme currently stands. We’re seeking planning permission from North Lincolnshire Council this summer. We showed our plans to local residents and tenants to find out what they think. We will be carrying out further consultation in the future.

Keep an eye out at ongo.co.uk/news for more updates 07

we need you Could you be our next board member?

You’ve read all about the work we are doing, but now you can part of it too. We have chance for two tenants to join the North Lincolnshire Homes Board. You will get great experience and develop new skills as you play a vital part in shaping the future of the organisation. You will get all kinds of training and support to help you with things like financial planning and budgeting, legal and technical understanding and we’ll pay your expenses. You will help make decisions on things like how many new homes we build and how much to spend on service such as repairs and improvements. You will make sure we offer value for money. The closing date for applications is Friday 18th July 2014.

play a vital part in shaping the future of the organisation

If you’d like to find out more about being a Board Member give Fiona Ruddick or Catherine Kelly a ring on 01724 279900. For an application pack email fiona.ruddick@ongo.co.uk

NLH Board members 08

paying by direct debit We need to let you know about important changes to the way you pay your rent 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 rent to be paid to us. You may have already heard of allpay Limited as that’s who provides your rent payment cards. All the information allpay Limited needs will be kept secure and will only be used for the Direct Debit process and nothing else.

your money Here’s some really important information you need to know about your money. 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 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.

personal independence payment Personal Independence Payment or PIP is a new benefit to help people with disabilities to live as independently as possible. It’s replaced the Disability Living Allowance (DLA) and is for people aged between 16 and 64 years old. It’s there to help towards some of the extra costs you incur from having a long term condition – this means ill-health or disability expected to last longer than 12 months. Most people who make a claim for PIP will need to have an assessment which could include a face

to face consultation with a health professional to find out how your condition affects you on a day to day basis. You can bring along a family member, friend or carer so you don’t have to go on your own. To make a new claim for PIP just ring 0800 917 2222. If you are unable to make the call yourself you can ask a family member or someone who supports you to ring instead. Our Financial Inclusion Team can also help you make the claim – if you’d like us to visit you give us a ring on 01724 279900.

supporting you dementia friends In 2012, over 900 people were diagnosed with dementia in North Lincolnshire.

staff and to our Residents Associations and our official tenants group Community Voice.

It’s estimated that a further 1,270 were living undiagnosed with the condition in the same year. By 2021 it’s predicted nearly 3,000 people will be living with Dementia in North Lincs.

The Dementia Directory

That’s why we’ve decided to work closely with the Alzheimer’s Society to be part of the North Lincolnshire Dementia Action Alliance. This means we’ve become more dementiafriendly. All of our staff will be trained to work with and support people with dementia and their carers. We will deliver training to all

“All of our staff will be trained to work with and support people with dementia and their carers.”

It’s a one stop information portal for patients, carers, professionals, care homes and the general public to find out about the condition and where you can find help. Karen Cowen, Head of Customer & Support Services said: “We’re very proud to be part of this work. There are more and more people who are being diagnosed with Dementia, but there are still a lot of people who suffer in silence. It’s important we all know the signs to look out for so the right support can be put in place for suffers but also for their family and friends too.” Visit dementiaaction.org.uk or ongo.co.uk and search Dementia to find out more.

customer service excellence The way we deliver customer service went under the microscope for two days in March and we’re celebrating the news we’ve achieved an accreditation in Customer Service Excellence. It was judged by the Government who looked at the ways we interact with customers, offer efficient, effective service and always putting customers at the heart of what we do and we passed with flying colours.

community safety world cup The World Cup happens every four years and is a chance to support your national team and watch some of the best football players in the world perform with the hope of becoming world champions. It should be a time for celebration, however we know it’s a time when anti social behaviour rises, violence and abuse takes place and crime increases. Research shows that during the 2006 and 2010 World Cup domestic abuse reported to the police increased by 30 per cent nationally. We want tenants to enjoy the events which will be unfolding in

Brazil, but to stay safe, be considerate to others and report crime if you are concerned. If you are concerned about Domestic Abuse contact the National Domestic Abuse Helpline on 0808 2000 247. If you are concerned about anti social behaviour let us know on 01724 279900. If a crime is ongoing ring the police. It’s 999 for emergencies and 101 for all other incidents. Are you doing anything to celebrate the World Cup? Tweet us or instagram us your photos. #ongoWorldCup

crime reduction top tip Did you know it only takes six seconds for a thief to steal a bike? So we’re supporting Humberside Police’s latest crime reduction campaign. Lock it or lose it. The Force has created a simple online form where you can register your belongings for free. The Property Marketing Register from immobalise.com allows you to securely record details of your bike, jewellery, even your kitchen

sink (if you like) with options to add in unique serial numbers, upload photos and add in any extra details you’d like. This all helps when reporting things stolen or when the police recover similar things but don’t know who they belong to. Visit our website ongo.co.uk or humberside.police.uk to find out more.

Need a new lock fitting? Try ongo Locksmiths. All profits are reinvested into North Lincolnshire Homes. Ring 01724 298696 or visit ongo.co.uk/locksmiths. 11

you said, we did Customer feedback is important to us both good and bad. We want you to tell us what you think about the services we deliver so we can learn from our mistakes and build on our successes. We do this through regular surveys. From time to time we ask independent survey companies to ring you on our behalf to find out what you think about repairs and what it’s like to rent a home from us. If they ring you please take the time to answer their questions because what you think does make a difference. We know that sometimes we get it wrong so it’s important you let us know so we can try and resolve it immediately. If we cannot resolve it straight away or if it’s of a serious nature then we have a formal process to follow.

Last year (April 2013- March 2014) we received 648 complaints. They were about anti social behaviour, repairs & maintenance, tenancy management, allocations, estate services, rents & service charges and customer services. 42% of these complaints were either fully or partial upheld – this means the complainant was justified. 51% of people said they were satisfied with the way we handled the complaint and 49% of people were satisfied with the outcome from their complaint. Here’s how we’ve changed what we do as a result of some of your complaints.

You said: “Communication could have been better” and “I’ve had to chase NLH myself but there is still no outcome.” We did: We’ve introduced customer service training for all members of staff so everyone takes responsibility for communications. For example, don’t say “I’ll pass on your enquiry”. Instead say “I will pass your enquiry onto Mr Happy who will telephone you on an agreed date with the information you have requested.”

You said: “It took three months to get a window fixed; I should be compensated for the inconvenience that I had to endure due to this.” and “It took three weeks without hot water to get the repair eventually done. Would like it to be a bit quicker as it’s a long time for someone to be without hot water.” We did: We’ve now simplified how we prioritise repairs. Emergency repairs will be fixed on the same day they are reported such as total loss of electricity or water supply. Urgent repairs will be carried out the next day such as a blocked toilet or a collapsed ceiling. All other repairs will be carried out at an appointment which best suits you. This could be repairing kitchen units or repairs to guttering.

Over 60 complaints we received were about lack of heating and hot water at Market Hill, Scunthorpe. This was due to blocked heat exchangers so we’ve now introduced a cleaning programme and a new heat exchanger has been fitted to one of the boilers.

You said: “I’m not happy with how I’ve been treated as I have only had a letter and haven’t been supported or had a good outcome.” And “I was happy with the complaints process in so far as my overpayment was refunded. However, I would have liked to have received verbal communication (e.g a phone call) to confirm the matter had been sorted out, rather than just a letter.” We did: We now text you or telephone ahead of all repair appointments as a reminder. When the Customer Service Team log complaints we ask how you would like to be contacted including verbal (phone, visits) or written (email, letter). 13

news from your housing team do you need help with your garden? Every year, especially during the spring and summer months we know many of you struggle to maintain your gardens.

Handyvan service that can help with gardening tasks. For tenants we charge £10 per hour.

We do everything we can to avoid taking Sometimes it can be unwanted items that pile up enforcement action; however 65% of tenancy or a garden that’s overgrown and you simply don’t breaches last year were due to untidy gardens. If know where to go for help. The good news is, we are you are struggling to maintain your garden, give us here for you. a ring before we contact you. We can let you know how you can get rid of unwanted stuff or we can put you in touch with our

For the Handyvan service give us a ring on 01724 279900.

community mediation We’re now offering the Community Mediation Service to resolve disputes between neighbours. It’s a confidential, impartial and practical way to resolve disagreements instead of seeking legal advice. It’s free of charge for tenants and can solve issues such as noise complaints, bullying & harassment, and boundary, property & garden upkeep and control & care of pets issues. Professionally trained mediators will allow all sides to have their say, express their feelings and encourage them to bring the dispute to a close and look at building relationships in the future. The mediation process has a high success rate of between 70% - 80% in most cases and all mediators receive regular training to make sure their skills remain up to date.

when was the last time you checked your smoke alarm? We fit one to every home and it’s important they are checked regularly. You just need to press and hold the little button in the middle to see if it beeps. When a member of staff comes to visit your home they can check it for you, just ask.

do you know your housing officer?

area 1 Isle of Axholme, Westcliff, Riddings & surrounding villages Jo Sylvester, Neil Patrick, Paul Herberts, Sharon Haigh, Kathy Cairns, Emma Kershaw & Paul Grimley

Your housing officer is there to help you manage your tenancy and to make sure everyone sticks to their agreements.

area 2

area 3

Scunthorpe Town Centre, Crosby, Lodge Moor, Winterton, Barton & surrounding villages

Ashby, Bottesford, Brigg, Froddingham & surrounding villages.

Emma Leaning, Joanne Oliver, Kerry Button, Nigel Moss, Sarah McCabe, Zara Coe & Fran Rhodes

Cheryl Wilson, Claire Haywood, Andrea Tinker, Sam Charlesworth, Paula Crawford & Anne Farmery

Say hello next time you see your housing officer or if you’d like to talk to us give our Customer Advisors a ring on 01724 279900. Don’t forget if there’s an issue bugging you on your estate let us know and we can arrange an estate inspection or search estate inspection at ongo.co.uk.

a guide to your home With your help we’ve revamped the tenants handbook and called it A Guide to your Home. It’s going to be given out to all new tenants and all the information inside it is available on our website ongo.co.uk. You can request a copy by filling in an online form or you can ring our Customer Service Advisors on 01724 279900. Thank you everyone who’s helped create it. 15

why it’s great to have a Resident Association A Resident Association is a group of people who represent the area they live and work to make it a better place. Each association has a committee of elected members and are assisted by one of our Resident Involvement Team members. Our staff are there to provide support guidance, training and advice on finances, funding and running events. Associations meet regularly and hold public meetings which are open to anyone who lives in the area. There are 10 Residents Associations from Hibaldstow to Haxey and places in between. We have plans to introduce another six this year. There are loads of reasons why people might want to form a Resident Association. • To increase community spirit and to arrange social events such as coach trips, jumble sales, summer fayres.

• To campaign against something such as the closure of local facilities • To represent local residents views and concerns Ian Mortimer, Resident Involvement Manager, said: “One of the most important reasons people have in informing an association is that by working together as a group, you can have a greater voice than you would do working on your own.” Interested? Speak to our Resident Involvement Team on 01724 298868.

The community of Haxey are a great example of what happens when residents get together. When significant snowfall cut off the village, Chairman of the Resident Association Don Lange worked with ongo to set up a computer club to get locals online and keep in touch with others. Now, the club is thriving with two morning sessions and an evening session for villagers on a Monday. Residents are invited to come along to the Memorial Hall to learn from experienced digital coaches.

Ian Mortimer, Resident Involvement Manager

• To campaign for something such as better repairs, better grass cutting, improved community facilities for young people

Haxey Resident Association

Contact Chris Baker on 01724 844848 for more information.

“by working together as a group, you can have a greater voice”

inspirational people

fish & chip babies When you think of a new born baby they are wrapped up warm in clothes, blankets and in the arms of their loving mother. Not every child is this fortunate though. Many babies in Kenya and Uganda leave hospital wrapped in newspaper as their parents have nothing else to dress them in. They are called the ‘Fish & Chip’ babies. This is where we need to say hello to Mrs Mason (78) of Scunthorpe. She’s one of our tenants and has been for over 50-years. “I first heard about the fish and chip babies through my daughter. She knew a charity in West Yorkshire were asking for people to knit brightly colour jumpers to help babies in Africa who had nothing. “It saddened me to think of all those newborn babies wrapped in newspaper so I had to do something about it and I started knitting. “When I first started knitting the jumpers I used to cry and I was thinking if you can’t help people who are much less fortunate than

you then you might as well give up. We’re millionaires compared to some. “I get great pleasure from knitting and it’s been therapeutic since my husband, Frank, died two years ago. I used to go to bed early and not want to get up in a morning, but now I stay up a lot later as I’m knitting. Since September Mrs Mason has knitted 183 jumpers and she’s still going. I call myself a “knit-whit” she added. “The jumpers must be in bright colours and not pastels as they may never be washed. The pattern is simple to follow and I can knit one or two in an evening whilst sat watching the television or listening to the radio.”

If you’d like to knit for the same cause as Mrs Mason there’s lots of information available from CART (Christian Africa Relief Trust) at www.cartyorkshire. co.uk. It’s a registered charity and is run by volunteers. There’s other organisations who also do this too.

Market Hill residents are a generous bunch Each year the residents of Market Hill vote for two charities they’d like to raise money for. This year it’s Breast Cancer Care and the North Lincolnshire Air Ambulance. With the help from our Concierge staff, tenants put on events to raise as much money as possible for the chosen charities. An Easter egg raffle raised £243. There were 11 Easter eggs up for grabs and they were donated by tenants and staff. More events are planned throughout the year. Keep an eye out on facebook and twitter to see their latest fundraising. 17

leasehold latest We’ve scooped a top accreditation Our team have been celebrating recent success as we were awarded a Housing Quality Network (HQN) accreditation for Home Ownership and Leasehold Services. The award shows how we use customer priorities to develop services, uses resident and staff feedback to improve services, involved residents in everything we do and making sure service charges are affordable and sustainable. The assessment took place in November 2013, where members of staff were interviewed and Leasehold Panel members were also asked to discuss the work of the Leasehold Team. The accreditation is for three years, and it is reviewed every year to make sure the standards are still being met. Work is ongoing in areas where a little more could be done and we are always looking at ways to improve our procedures and services.

Talk to the team To speak to the Leasehold Team please ring 01724 279900.

We take gas safety very seriously, so if you haven’t already booked your free service give the Home Ownership Department today on 01724 279900. If you do not wish to take up this offer, we would still like a copy of your most recent gas safety certificate for our records. These should be sent to Meridian House, Normanby Road, Scunthorpe, DN15 8QZ. Alternatively, you can take a copy to our Cole Street office where one of our Customer Service Team will make sure it is forwarded to our team.

Help with Housing Costs Leaseholders may be entitled to help with paying their service charges through the Department for Work and Pensions, or depending on your age, the Pension Service if you are over 60, depending on your circumstances.

Free gas service

Help with housing costs will move from being paid through housing benefit and mean-tested benefits to being incorporated within Universal Credit or Pension Credit System.

We’re offering all Leaseholders a free gas service during 2014. It is very important that all gas appliances in your home are checked on an annual basis, not only for your own safety, but for the safety of the whole building.

If you qualify for means-tested benefit e.g. Income Support, Income Based Job Seeker Allowance or Income Based Employment and Support Allowance you may qualify for help with paying your service charges.

If you sub-let your Leasehold property, you are required by law to have a gas service conducted every year as a landlord.

Contact the Home Ownership Team if you would like more information regarding Help with Housing Costs.

Gareth 18

Lesley

WIN

Spot the following words...

a ÂŁ30

wordsearch

shopping voucher

Donkey Beach ball Ice cream Sand castle Swimming suits Towel Bucket and spade Fish and chips Promenade Parasol

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

Entries must be in by Friday 5 September. The winner will be drawn from all correct entries. The editorâ&#x20AC;&#x2122;s decision is final.

winner Congratulations to Mrs Mavis Horner of Scunthorpe for finding all our Easter 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

come along to the

ongo carnival time: 11.00am to 3.30pm where: Manor Park, Burringham Road, Scunthorpe

a free, fun, family day out when: Wednesday 6th August 2014

ongo

whatâ&#x20AC;&#x2122;s going on: entertainment for all ages, displays, demonstrations, games, circus workshops & lots more.

opportunities for you • Have you got a problem with your home or • Do you want to learn new skills & how we can help you achieve that? area that needs resolving? • Do you want the chance to win a Kindle Fire plus many more prizes just for saying hello? • Do you know how Universal Credit will affect you? • Do you want to know more about what we do as a business & how we can help you make your area a better place to live?

ongo.co.uk

• Do you just want to meet some of our staff? • Do you want to know what new building developments are happening in your area? If you have answered yes to any of these questions, then visit the ongo bus coming to a neighbourhood near you this summer.

facebook.com/nlhomes

@ongoUK

the ongo bus timetable

last year 335 of you visited our bus, so we’re going on tour again. Come and say hello to us, ask any questions & tell us what you think

here’s the scoop on where we’re going to be and when Thursday 26 June

Thursday 3 July

Location

Venue

Time arrive

Time depart

Location

Venue

Haxey

Blackmoor Road

9:30

10:30

Broughton Broughton

Epworth

Fieldside

10:45

12:00

Belton

Ashtree Close (car park)

13:00

13:30

Time arrive

Time depart

Manby House (car park)

9:45

10:45

Wells Court (car park)

11:00

11:30

Brigg

Birch Avenue

12:00

12:45

Brigg

Highfield Grove

14:45

15:45

Brigg

Woodbine Avenue (near East Parade)

16:00

16:45

Crowle

Windsor Road

14:00

14:45

Keadby

Day Close

15:15

16:15

Location

Venue

Time arrive

Time depart

Location

Venue

Time arrive

Time depart

Burton on Stather

Vicarage Crescent

9:30

10:15

Scunthorpe

Plymouth Road

9:30

11:00

Winterton

Delacy Way (opposite Neville Crescent)

10:30

11:45

Scunthorpe

Swinburne Road (Desert Rat car park)

11:15

12:30

Winteringham

Southside (near Village Hall)

12:00

12:30

Scunthorpe

Chesterfield Road

13:45

15:00

South Ferriby

St Andrews Road

13:45

14:30

Scunthorpe

16:15

Caistor Road (Fairfield Drive)

15:00

16:00

Trent View House (car park)

15:15

Barton

Friday 27 June

Friday 4 July

Monday 30 June

Monday 7 July

Location

Venue

Time arrive

Time depart

Location

Venue

Time arrive

Time depart

Barton

Victoria Drive (Dam Road corner)

10:00

10:45

Scunthorpe

Chatterton Crescent (bottom of the road)

9:30

10:45

Barton

Overton Court

11:00

11:45

Scunthorpe

Jackson Road

11:00

12:00

Barrow

Martins Close

12:45

13:30

Scunthorpe

Barnes Crescent

13:15

14:30

New Holland

Danesgate Car Park

14:00

14:45

Goxhill

Greenfields

15:15

16:15

Scunthorpe

Spencer Avenue

14:45

16:15

Tuesday 1 July

Tuesday 8 July

Location

Venue

Time arrive

Time depart

Location

Venue

Time arrive

Time depart

South Killingholme

Mayflower Close

10:00

10:45

Ashby

Dewent Road

9:30

10:30

South Killingholme

St Denys Close

11:00

12:00

Ashby

St Lawrence’s Road

10:45

12:00

Ulceby

Martins Close (near Walkers Way)

13:30

14:30

Ashby

East Common Lane

13:00

14:00

Barnetby

Victoria Road (near St Mary’s’ Avenue)

15:00

16:00

Scunthorpe

Cottage Beck Road (opposite Cliff Street)

14:15

15:15

Wrawby

Wold Court

16:15

16:45

Scunthorpe

Redbourne Way

15:30

16:30

Location

Venue

Time arrive

Time depart

Ashby

Cornwall Road (opposite Eastfield Road)

9:30

10:30

Ashby

Gloucester Avenue (near Lincoln Court)

10:50

12:00

Wednesday 9 July

Wednesday 2 July Location

Venue

Time arrive

Time depart

Messingham Kirton

Wendover Road (opposite shops)

9:30

10:15

Eastdale Drive (nr no’s 24-28)

10:45

11:45

Hibaldstow

Ings Lane (near Coronation Bungalows)

12:15

13:15

Hibaldstow

Pelham View (opposite side of the road)

14:15

15:00

Scunthorpe

Angerstein Road (near church)

13:15

14:30

Scawby

Gainsborough Lane (near no’s 14 – 20)

15:15

16:15

Scunthorpe

Ferriby Road (Gunby Road car park)

15:00

16:15