Heart of the Matter - Autumn/Winter 2013-14

Autumn/Winter 2013-14

Heart of the Matter

PE RECI er Wint er Warmback e on th ge pa

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New Home Page 08 “You know when it’s right for you”

What’s inside?

Why we use an 0345 number Page 02 “A smoke alarm saved me” Page 03 Welfare Reform update Page 06 Real life feature Page 13

02 Autumn/Winter 2013-14

Welcome from the Editor

We hope you enjoy this edition. We are always keen to hear from our readers.

This is your newsletter so it would be great if you could get involved.

We are often asked why we have an 0345 telephone number.

Surely an 0800 number would be better?

Some people believe 03 is a premium rate number. It isn’t. 03 numbers are charged at the same rate as 01 and 02 numbers, whether you call from a landline or a mobile. They are also included in inclusive minutes packages.

This means they are effectively ‘free’ from most landlines and contract mobile phones. Their use is restricted to charities, nonprofit organisations, public services, government and councils.

If you don’t have a mobile contract or inclusive minutes on a landline package, the 03 number is the same price per minute as a local rate call on a pay-as-you-go mobile. 0800 numbers are only free from BT landlines and a small number of other providers. They are not free from mobiles which means they cost more when calling from a mobile.

We find the 03 number is the most cost-effective way for the majority of our customers to contact us.

Value for money Use your number

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Orbit Heart of VFM England staff work hard to find ways in n ak in g it c o u which we can make savings in everything we do. From April 2012 to March 2013, we managed to smash our target of £100,000, making savings of over £260,000.

Donna Nixon Editor Follow us on Twitter @OrbitHeart Like us on Facebook before 31 March 2014 and we’ll put your name into a prize draw. www.facebook.com/ OrbitHeartOfEngland Details on the back page.

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Welcome to the last ‘Heart of the Matter’ of 2013. The summer may be over and the temperature dropping but there are some heartwarming stories from our customers in this issue.

We’ve also got the latest updates on Welfare Reform, our summary of the Annual Report and we’re looking ahead to how we can help our customers go digital.

All that and a call out to any Orbit Heart of England bakers to send in your best recipes. I hope you enjoy the newsletter.

0345 vs 0800

From sharing car journeys to carrying out anti-social behaviour witness statements in-house, these savings help us to build more homes or provide new services, such as our Energy Doctor.

Do you pay your rent by standing order or internet payments?

If so, make sure you use your rent reference number.

It is the seven digit number attached to your rent account and is unique to you; you can find it on your rent statement. Not only does it help us identify what address the payment is being made against but it makes sure the payment reaches us in a timely manner.

Heart of the Matter 03

Hot stuff “I was in the living room when the smoke alarms went off.”

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Mez Waymark with her new cooker

Home insurance As Mez Weymark found out, you never know when damage to your home might occur so it’s important to have adequate home insurance.

Orbit insures the structure of the property against things like fire, storm, flood, escape of water etc.

But what if your furniture or personal effects are damaged? Could you meet the cost of a claim brought against you if you were found to be responsible for damage to someone else’s property?

Mez Waymark had been preparing a meal in her flat in Stratford-upon-Avon but it wasn’t going to plan.

“I opened the kitchen door and saw smoke. The oven was on fire. I couldn’t get near it so I shut the door, called the Fire Brigade and got out.”

What she did, said the Fire Brigade, was exactly right. Luckily, there was no lasting damage but the kitchen had to be redecorated and some items were broken when the firemen went in with hoses. Mez had taken out Orbit home contents insurance so was covered.

“The fire had been started by a faulty cooker,” Mez explained, “I’m so glad I had the smoke alarms: both Orbit Heart of England alarms and my own. Without them it could have been a lot worse.”

Working smoke alarms save lives – they give you vital extra minutes. Make sure you have them fitted and check them once a week (replace the batteries once a year).

FIRE KILLS You can prevent it • Put cigarettes out properly before emptying ashtrays • Don’t smoke in bed • Keep matches away from children • Put fireguards around fires

With household contents insurance, you are normally covered for claims from third parties. Any reputable insurance company or broker will advise you. Or you could take advantage of Orbit’s contents insurance scheme for customers living in self-contained accommodation owned or managed by Orbit.

Cover starts from as little as 15p a day (depending on where you live) and you can pay monthly by Direct Debit or swipe card at any Post Office or Payzone outlet.

To find out more, call 0345 8 500 500 and ask to speak to the Insurance Team.

Kurdish

• Unplug or switch off all electrical equipment not being used • Close all doors before going to bed • Don’t smoke in internal common areas or blocks • Don’t use barbecues on balconies • Keep fire exits and escape routes clear

04 Autumn/Winter 2013-14

COMMUNITY MATTERS We will invest £700,000 in 201314 into initiatives that make a real difference to our customers and the communities where they live.

Our investment priorities are: Employment and skills Supporting people into work.

Money management Improving financial skills and access to affordable credit.

Orbit Heart of England continues to invest in a range of initiatives that help create thriving communities and improve the quality of life for our customers.

Young people Providing positive opportunities and improving the well-being of young people.

Empowering customers to live independently Including health and well-being projects.

Getting online Helping customers access the internet and make the most of being online (more on p16).

Do you have an idea for a project in your community or would you like to join the panel that allocates funding of up to £5,000 for community investment projects? Please contact Simon Lieberman or Helen Kendrick by email communityinvestment@ orbit.org.uk or call us on 0345 8 500 500

Here are some of the projects we’ve funded:

Grub’s up

Jobs day

Don’t know your flapjacks from your fajitas? Family Nosh courses, funded by a grant from the Community Investment Fund, Swain, Family Support have been running in Nuneaton. Co-ordinator at the Abbey Children’s Centre in Nuneaton Each six week course is designed where the courses are held. to help parents prepare healthy family meals, including baby and “I was surprised,” said one toddler food, on a budget. “The mother who attended the courses give a positive learning summer course, “It was quicker experience and help build to prepare these meals than it confidence,” explained Tracey was to get a take-away.”

IT skills for the future Computer skills are taught in schools nowadays but for many people they are a complete mystery.

To unravel that mystery, IT sessions have been taking place in Irthlingborough, Northamptonshire. They are

designed to help local residents get supported learning in IT skills to help them gain employability skills, confidence and motivation.

The sessions have been popular.

“I feel much more confident now about learning more about computers and practising what I have learnt so far,” said one local customer. Another added, “I found it easier when being shown and really enjoyed it.”

The Burton-on-Trent job opportunities day, funded by the Community Investment Fund, is continuing its successful run.

This time 253 people attended the day.

On offer were: • 262 jobs • 35 training courses • Unlimited self-employment, volunteering opportunities Results: • 3 people were offered jobs • 129 interview appointments were made • 48 people took up selfemployment opportunities • 51 people enrolled on training courses The next Jobs Day will be held on Wednesday 5 February 2014 (9.30am - 12 noon) at the Meadowside Leisure Centre, Burton-on-Trent.

Portuguese Se necessitar deste documento traduzido (ou em formato diferente, impressão de maior formato, Braille ou áudio), contacte o centro de apoio a clientes em 0345 8 500 500 ou envie uma mensagem de correio electrónico para info@orbit.org.uk

Heart of the Matter 05

Time Team Archaeologists have uncovered the remains of a building, thought to be a medieval tithe barn, in Southam.

The excavation is being carried out on behalf of Orbit Homes in advance of an Independent Living with Care scheme being built.

Costing £9,464,845, the new scheme, which will be called Tithe Lodge, will have 75 apartments: 38 two bedroom apartments and 37 one bed apartments. Thirty of the apartments will be shared ownership and 45 will be available for rent.

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At the front of the building, we are working in partnership with Southam Town Council and the Libraries Service to replace the existing library and provide a new facility. The area will also have a communal space which can be used as offices or shop space.

FACT Tithe barns were used to store a tithe, or a tenth of a farmer’s produce, which would be given to the Church. The barns would store whatever crop farmers had been growing, often wheat or barley.

Architect’s impression of the new Tithe Lodge.

Turning the corner by a Deepmore Road* Customer

“Following a family breakdown due to my bad behaviour and heavy drug use, I was asked to leave the family home and found myself homeless.

I had anger issues and I wasn’t engaging in employment or education. I was very down on myself and those around me. I was feeling very vulnerable. I was given a place in supported housing and a support worker. Within a month of moving, I discovered I was pregnant. Looking back, I believe this was a new start, sent my way to ensure I turned my life around.

I completely stopped taking drugs and sorted my life out. I am now attending an NVQ course in Customer Services; I’ve rebuilt my family relationship and I am living independently. My daughter was born in September.

The message I would like to share is that it is never too late to change. With good support and encouragement around you, you can rebuild your life. I am now looking forward to a bright future as a mummy and a positive role model.” *Deepmore Road is a supported housing scheme for young people

Do you have a story or a message you would like to share? Let us know. Email us at: ohecommunications@ orbit.org.uk or write to us at the FREEPOST address (no stamp needed) on the back page.

Polish

06 Autumn/Winter 2013-14

MONEY MATTERS

Welfare Reform… latest news

PIP in – DLA out With effect from 10 June this year, Personal Independence Payments (PIPs) replaced Disability Living Allowance (DLA) for people who suffer from some form of disability. No new claims are now being accepted for DLA. Anyone experiencing a change in their circumstances or who comes to the end of a fixed period DLA award will have to apply for a PIP rather than DLA. This will include young people who turn 16. Anyone else on DLA will be contacted by the Department of Work and Pensions sometime between October 2013 and October 2015 and invited to apply for a PIP. There is no automatic transfer onto a PIP for anyone receiving DLA. Everyone will need to complete an application form and you may be asked to attend a face-to-face assessment. This does not apply to people of pension credit age.

On a roll The national roll out of Universal Credit has begun. It is starting in six areas, one of which is Rugby where a number of our customers live.

At first, this will be to a limited number of people but, over the coming months, anyone of working age and currently in receipt of the following will be moved onto Universal Credit. This does not apply to people of pension credit age: • Housing Benefit • Income related Employment Support Allowance • Income Support • Child Tax Credit • Income Based Job Seekers Allowance • Working Tax Credit By 2017, all claimants will have been moved onto Universal Credit and the benefits it replaces will be abolished. The new benefit will be paid as a single monthly payment in arrears, direct to the claimant.

It will include any payment towards housing costs to which you are entitled. You must make arrangements to pay your rent in full and on time. The simplest way to do this is to set up a Direct Debit payable from your bank account. If you would like to set up a Direct Debit, download a form from our website or contact your Accounts Officer.

If the cap fits The Benefit Cap, which limits the amount of benefit any household can receive, is now in place.

The cap for a single person is £350; for a couple, family or single parent it’s £500.

Benefits excluded from the cap include: • Disability Living Allowance (DLA) • Personal Independence Payments (PIP) • Attendance Allowance • Constant Attendance Allowance • Working Tax Credit • Support component of Employment Support Allowance.

If you are affected by the Benefit Cap you will have been contacted by your Local Authority.

Find out more Scan the QR code or contact our Money Advice Service on 0345 8 500 500.

Heart of the Matter 07

Additional funding The Government has increased the amount of money given to Local Authorities for Discretionary Housing Payments (DHP) to £155 million.

DHPs provide financial assistance when a local council considers that help with housing costs is needed. The Government wants Local Authorities to use the money primarily to help people who are struggling to pay their rent because of the under-occupation charge and Benefit Cap. DHP awards are generally for 13 weeks (although they can be for longer). People can re-apply at the end of the period. If you have been hit by a reduction in your Housing Benefit and are struggling to pay your rent, it may be worth applying for a DHP. Contact your local council for details of how to apply or get in touch with our Money Advice Service.

Get interactive The Money Advice webpages have exciting new content to help you with a range of financial issues. It can be difficult to get to grips with money matters so we have added new videos and interactive resources on everything from budgeting and borrowing to benefits and bedroom tax.

Severn Trent We have been working closely with Severn Trent to make sure our customers are aware of and can access all of their services.

They offer a range of schemes that can help people in certain circumstances. We are sharing details of our properties with Severn Trent so they can make contact. Examples of their special services are:

WaterSure Scheme Can help low income families with a water meter to limit their maximum spend.

Severn Trent Trust Fund A registered charity that provides advice and grants to help clear or reduce water debt.

Single Occupier Assessed charge Could reduce bills if you live alone and aren’t able to switch to a water meter.

For more details contact Severn Trent directly on 0845 604 3772.

We have funded some videos which present financial issues in a fun and engaging way. They cover: • Affordable borrowing • Making the most of your money

• Managing debt • Furniture recycling • Savings

We are also excited to be working in partnership with the Government’s national Money Advice Service. We have a range of their interactive content on our own pages.

The comprehensive online budgeting tool is a brilliant resource to keep track of your spending.

You can find more information on all these topics on our website at www.orbitheartof england.org.uk/moneyadvice or contact our Money Advice Service on 0345 8 500 500.

08 Autumn/Winter 2013-14

COVER STORY

Welcome to my home

by Helen Robinson, Customer I was living in a 3 bedroom semi-detached with a big garden when the Government brought in the bedroom tax.

I was concerned about under-occupying.

So after discussing my options with Steve Jones, my Community Housing Officer, I went on the computer and started looking for properties. You put your name in, what you’re looking for and some statistics – nothing personal. I found a bungalow in Studley and bid on it. Then I forgot about it.

they were joking. I went round to see it that afternoon.

“You know when it’s right for you”

You know when it’s right for you.

Just walking up the path, it felt like I’d come home. The kitchen was fantastic. The living room was a good size and the bedroom was huge.

When I got a phone call saying my bid was successful and would I like to view, I thought

There was lots of storage – when you’re downsizing, you’ve got to put your possessions

Gas checks

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Helen Robinson settles in to her new home, the bungalow.

So I said ‘yes’ and moved in.

I have arthritis and curvature of the spine. I would certainly have been thinking about moving house in 10 years time; the bedroom tax just brought it forward. But I’m very happy here.

Winners chosen

Orbit Heart of England has a legal responsibility to carry out an annual gas service to every one of our homes with a gas supply.

Nine customers are winners of this year’s Brian Griffiths award, five of them from Orbit Heart of England.

It is important that you let us in to do the gas service. We had to take an injunction out against one customer who repeatedly refused to give us access. When the gas engineers finally got into the property, they found a serious gas leak that could have proved fatal.

The award, named after a late Orbit Board Member who dedicated his life to helping others, offers residents access to a £10,000 fund to help them achieve an aspiration or goal.

This year’s winners will be using their share of the funding for a range of activities from driving instruction to dental radiology.

Let us carry out gas checks in your home. It could save your life.

somewhere. The garden hadn’t had anything done to it but it’s a blank canvas which I can work on. And it felt safe.

One Orbit Heart of England customer from Stratford-uponAvon, said: “Once I have completed the Catering and Food Safety certificates I want to set up my own business as a ‘meals on wheels’ provider and provide other support services such as shopping and handyman skills to the local community.”

Heart of the Matter 09

10 Autumn/Winter 2013-14

Heart of the Matter 11

12 Autumn/Winter 2013-14

Heart of the Matter 13

REAL LIFE FEATURE

by David Smith, Customer In 2010, things weren’t looking good. I was drinking and using drugs. I had rent arrears, my home was in a bad state, the bailiffs were knocking on the door and I was getting red letters from utility companies and threats of fines. My Community Housing Officer, David Dutton, knew I was in a bad way so he brought in Julie Howard, a Tenancy Support Worker.

She made weekly visits. I was very unhelpful; I just threw it all back at her. But whatever I said or did, Julie persevered.

Agreements were made to everyone I owed money to. Julie also worked on a budget for me to try and manage my money. So I should have been fine.

But even after all this help I didn’t go to the Job Centre so my benefits were suspended. But Julie fought my corner and got my benefits back. Both the Job

•

David Smith and his dog, Bonnie, with Tenancy Support Worker, Julie Howard, who helped him through the hard times.

Centre and Julie were very strict with me, saying this was my last chance.

Before I could do anything, I was rushed into hospital. The drink and drugs had made me really ill. After an operation, I was sent home. I realised I had to sort myself out so I rang Julie and asked for help.

I started going to a coffee morning at my local church and

bid on because I’m over 60. I’m now in a bungalow in Kineton.

Julie has set up all my utilities and new payment agreements.

I love my new home and so does my dog, Bonnie. She even has a garden to run around in.

I wanted people to know my story. Two years ago, I was in a complete mess. I now feel 100% better. I take pride in my appearance and keep my bungalow clean and tidy. I’ve

r help fo k s a o t id ra f a e b “Don’t o start t rd a h ’s It . rt o p p u s and ” it h rt o w is y ll a re it t with bu the vicar, Barry, got me into rehab which I now attend once a week.

I was muddling along but then the ‘bedroom tax’ was introduced. So Julie helped me again and we filled out an application form for rehousing to a smaller property.

My Community Housing Officer highlighted a bungalow I could

learned to trust people again.

I address my problems and pay my bills.

My advice to anyone is – don’t be afraid to ask for help and support. It’s hard to start with but it really is worth it. It worked for me. I’m now volunteering at my local food bank. I want to give something back.

14 Autumn/Winter 2013-14

INVOLVEMENT MATTERS

There are some exciting opportunities for you to get involved as part of our new Customer Involvement offer.

We would love more customers to get involved and help us improve our services. You can challenge how we are performing against our standards, share your ideas on how we can improve services and help shape future services.

Become involved

In return, we will cover your outof-pocket expenses and provide training and support. It is a fantastic opportunity to have your say, make a difference and pick up skills and experience to add to your CV. Get involved by giving feedback from the comfort of your own home, by joining a local estate inspection or even interviewing

potential new contractors (and lots more).

We are launching our new logo for the Customer Involvement service here – we hope you like it. Some of our customers helped us develop the logo by voting on various designs.

See below about how to get in touch with us.

Bob Gilling involved customer of England rt a e H it rb O n a n e e b e ’v “I now. rs a e y 4 1 y rl a e n r fo r e m o cust so I They’ve been good to me back. g in th e m so e iv g to d te n wa “I’ve always been a talker; I like having my say! But I didn’t go into this to use it to my advantage as a tenant. I find it interesting and stimulating. It gives you a different perspective on the organisation. And it can be quite an eye-opener sometimes.

Many years ago, I was involved in the trade union movement. This is a bit like that. We’re challenging Orbit Heart of England; asking why something is or isn’t being done.

I enjoy every minute of it. And I like meeting new people. I wish more people would get involved, especially younger people. That would be great.”

Interested?

If you would like to find out more, please contact involvement@orbit.org.uk or call Julie Clarkson on 01789 404 430 for a welcome pack. We’d love to hear from you.

STOP PRESS Orbit Heart of England’s Customer Involvement team has won the Organisation of the Year award from the Midland Network for Resident Involvement for showing real commitment to involving its residents.

Heart of the Matter 15

Getting it right

Under the microscope

We hope you never need to complain about our services but, if you do, we want you to know what will happen.

We asked customers who had used our complaints service if we could improve it. The complaints service was also the focus of a review by our Customer Scrutiny panel.

Key messages from customers were: • Be clear who is dealing with the complaint • How long will the complaints process take • Focus on getting the issue resolved quickly • Learn from mistakes to stop other customers having the same issues Most of the complaints were about repairs so we made immediate changes to our repairs processes in the Spring. There has been a big reduction in the number of complaints. We also reviewed our ‘Complaints and Compensation’ policies and procedures; there will be new customer information leaflets available on our website soon.

We try to solve all problems the first time that you contact us. This will mean a member of staff will try to resolve the problem informally. If you are still dissatisfied, you can then make a formal complaint; your local District Housing Manager will usually deal with it. They will keep in touch and give you clear timescales. They will work with other teams or departments but will keep ownership of the complaint until it is resolved.

Challenging Changing Customer Scrutiny

Orbit Heart of England

For three years, customers have been helping shape how Scrutiny works. A lot has been achieved in that time. We have looked at kitchen and bathroom installations, the repairs service and how well we meet our standard when properties are re-let. The most recent review looked at complaints and a number of changes have been made as a result.

To remain ahead of the game and deliver value for money as well as service improvements, we turned to the Tenant Participation Advisory Service (TPAS). They challenged how we worked and gave us expert advice. Customers on the Scrutiny team have looked at what others are doing and are making improvements on how they approach their reviews. This should make future scrutiny reviews even better.

stomer “The approach used for Cu England Scrutiny in Orbit Heart of ive and is perhaps the most inclus sidentmature arrangement for re te.” led scrutiny I’ve seen to da ulting Kate Newbolt, TPAS Cons Manager Central England

Go fishing

Property Matters

Did you know that money recovered from illegal money lenders (‘loan sharks’) is re-invested in your community?

We have been working hard to make improvements to our responsive repairs service. This includes reducing the amount of time you have to wait for an appointment, increasing the number of repairs completed in one visit as well as dramatically reducing the number of repairs over the due date. As a result overall customer satisfaction has improved. We are on track to recruit a new responsive repairs contractor(s) from April and we will let you have further information in the new year. In the meantime, you should continue to log your repairs in the normal way.

If you suspect someone in your area is lending money illegally, contact the Loan Shark Unit in confidence. It’s free, you don’t have to leave your name and you could be doing everyone in your community a big favour.

Call 0300 555 2222 or email on reportaloanshark@stoploansharks.gov.uk

16 Autumn/Winter 2013-14

A DAY IN THE LIFE OF…

Tim Dumbleton Digital Inclusion Project Manager

‘Digital inclusion’ is about helping people see the benefits of using computers and the internet (ICT), and making sure that there’s support and advice available about how to get the most from being online. Tim’s role is to plan how Orbit can best invest in communities to overcome the barriers to using the computers and the internet.

09:00 Tim arrives at the Stratford office, checks emails and social network tools such as Twitter and Yammer.

Why is digital inclusion important?

According to the Office for National Statistics, 86% of individuals in the UK have used the internet; 7.1 million adults have not. Are those 7.1 million missing out?

09:30 Calls the manager of Wiltshire Online’s ‘Digital Champion volunteering’ project to find out how they have successfully helped many people get started online.

Did you know?

The vast majority of jobs are now advertised online and most employers expect applicants to have some level of ICT awareness.

•

Tim Dumbleton

Travels to Coventry to meet Moat House Community Trust who run community projects in Wood End, Coventry. The meeting is about learning what works in offering ICT training and to look at how Orbit could support this work.

The Government is aiming to have the majority of working age benefits applications made online by 2017. This means that most claimants will need access to the internet and the skills and confidence to use computers.

Offline households could be missing out on estimated savings of £560 per year from shopping for the best deals, using price comparison websites and by paying bills online.

1 0:00

1 2:30 •

Learning to use new technology

Getting online can have very positive effects on being able to live independently.

Research shows that retired people who start using the internet later in life often find it helps especially for keeping in touch with family and friends.

You’ll be hearing more about what Orbit is doing to help in your community in the near future. You can also find out more at www.orbit.org.uk

A quick sandwich courtesy of the Moat House café then off to Orbit’s office in Coventry.

1 3:00 Meeting to look at how Orbit’s online services for customers can be made easier to use and more engaging.

1 5:30 Tim talks with colleagues to discuss future plans for Orbit’s new website.

1 7:1 5 Home time.

Access the internet and find support at your local UK Online Centre. Find your nearest centre by calling 0800 77 1234 or text “online” and your post code to 80809. Texts cost 25p + your standard network charge. Get easy-to-follow guides about using the internet from Learn my way (www.learnmyway.com)

and Digital Unite (www.digitalunite.com/guides). If you have difficulties using computers because of a disability, there’s expert support available from AbilityNet (www.abilitynet.org.uk/adviceinformation).

Heart of the Matter 17

Greening up Would you like to be part of a project to help our customers understand their energy use and reduce their fuel bills?

GREEN MATTERS 500th visit The Energy Doctor has completed her 500th appointment in Rugby. Mr and Mrs T said they were “very impressed with the Energy Doctor’s knowledge and pleased with how she helped us switch tariff and provided money saving tips on energy usage.”

The scheme provides tailored advice on how to save energy and how to reduce your energy bills. The response has been overwhelmingly positive and our results show an average saving per visit of £242 last year.

If so, please get in touch and become a Green Champion.

By recording how much energy you use and following our simple energy saving tips, you can see what you are using and where you can save money.

We will use this feedback to help us develop this important service for our customers. You will learn how to reduce your fuel bills at the same time.

We have five Green Goodie Bags to give to the first five customers who sign up to be our Green Champions.

Get in touch by email: sustainableinvestmentteam@orbit.org.uk or by writing to the Sustainable Investment Team at our FREEPOST address (details are on the back page)

The green way to save Turn it off

Reduce shower time

Don’t leave the tap running while you brush your teeth or shave. This can waste up to six litres of water per minute.

Spend one minute less in the shower could save money – a combined water and energy saving of £30 a year (if you are on a water meter).

Buy concentrated products

Cash for cans

From squash to washing-up liquid. It reduces packaging and can work out cheaper to buy.

Discover where you can swap your aluminium cans for cash at www.thinkcans.net

The most significant savings come from switching energy provider tariff. The Energy Doctor will call your existing provider to make sure you are on the best price they can offer and will then discuss how to compare and switch to other providers. She will also make sure your heating system is set-up correctly for your needs, provide and fit energy saving light bulbs and radiator foil as well as fit draught exclusion devices where necessary.

The whole service is designed around you. It’s also completely free. If you would like to arrange a visit from the Energy Doctor please email us on money.adviceOHE@orbit.org.uk or 0345 8 500 500.

Our y Energ Doctor

18 Autumn/Winter 2013-14

Worcester’s cats

Introducing Orbit Living As part of Orbit Heart of England’s on-going commitment to improving our services to our customers we have been reviewing how we manage the organisation.

“People are much happier now but the cats are a bit subdued.”

An ‘ailurophile’ is a cat lover.

But ailurophiles were thin on the ground in Worcester recently.

“I’d received complaints about cats spraying in residents’ gardens,” explained Hannah Kavanagh, Community Housing Officer, “There were just so many of them, including a lot of feral cats which were adding to the problem.

“I worked with local residents and the RSPCA to get the feral cats neutered and reviewed our ‘permission for pets’ procedure in the area.

The problem has been solved and it was a good example of successful partnership working. People are much happier now but the cats are a bit subdued.”

Orbit has three different housing associations: Orbit East, Orbit South and Orbit Heart of England. Until 1 April 2013, the way these housing associations were managed and the services we provided were sometimes different. To make sure that we can continue to improve our services, all three housing associations need to be run in the same way so we have now brought all three under the same

management team.

This change won’t affect who you pay your rent to, how you access our services or how you contact us. What it will do is make sure work happens behind the scenes to improve our services to you.

The logo for Orbit Heart of England will change to include the words ‘part of Orbit Living’, to reflect the fact the three housing associations are working together.

Orbit 2020 Planning for the future Orbit 2020 is an important project that is exploring what the world will look like by 2020 and how we can help to build communities in the future.

Research commissioned last year helped us to understand what our customers will be looking for in the future. It will help us develop new products and services to meet those needs. It will also give us a better understanding of where to build new homes for sale and rent.

We will develop easier ways to help you access our services using technology such as smart phones. This will help us change our business for the better and secure a stable future for us all.

You can find more information on http://youtu.be/f0mMsw10uU. And we would like to hear your views. Please email ohecommunications@orbit.org.uk with any comments.

Heart of the Matter 19

Zero tolerance

local people to create sustainable communities where residents and their families can enjoy life free from ASB.

When an Anti-Social Behaviour (ASB) injunction was breached by a resident in Daventry, we took immediate enforcement action. It followed a vicious attack and serious threats against a neighbour, also an Orbit Heart of England customer, who was living two doors away.

In a separate incident, a customer was served with a Demotion Order, following problems with excess noise and anti-social behaviour.

The last word should go to the victim in this case, “Thank you to Orbit for your actions and everything you’ve done. I now feel safe and they got what they deserved. People can’t go around doing things like this to others and thinking they are above the law.”

At a court hearing, the perpetrator pleaded guilty to the assault and threats. Whilst in prison, they were served legal notice about repossessing their property, along with an updated injunction and exclusion order.

The problems stopped the day the Demotion Order was served. The customer has lost many of her tenancy rights and came close to losing her home altogether.

As long as there are no further incidents, we will not go back to court to seek possession.

FACT Housing associations deal with 300,000 cases of ASB a year. Research also showed the combined annual cost to the sector in dealing with the problem is £325 million.

Orbit Heart of England takes a zero tolerance approach to any kind of anti-social behaviour. We work closely with partner agencies, our customers and

A Demotion Order is a fairly unusual step to take but shows that Orbit Heart of England will not tolerate ASB.

Gardening competition

Proud

to be there Orbit Heart of England was flying the flag at the first Warwickshire Pride event in Leamington Spa. “We felt it was important that Orbit Heart of England be at this event,” explained Alan Allton, Community Housing Officer, “As well as promoting our services and local employment opportunities, we were able to meet many of our customers and show our commitment to equality.”

Pride events are held up and down the country as a way of promoting the lesbian, gay,

bisexual and transgender communities (LGBT). Orbit Heart of England featured literature on behalf of Stonewall, the biggest UK gay rights charity, including their housing guide aimed specifically at LGBT people.

Inspired by the magnificent summer, Northamptonshire sheltered schemes decided to run their own gardening competition. It was a close contest but the overall winner was Riverside Court thanks to the large number of residents who work hard to keep the garden in top condition.

“All the positive feedback we received on the day has spurred us on for future events”, said Alan.

ed “We’ve already start ham planning for Birming Pride on 24-25 May ?”

2014. See you there

20 Autumn/Winter 2013-14

Join us…

COMPETITION CORNER

…on Facebook. Join our Facebook page to catch up with the news, be part of our discussions and find out what’s going on. We’re building a community online and we want you to be part of it.

Baking has gripped the nation and we don’t want to be left out.

Send in your healthy, great value baking recipes for a chance to win a Jamie Oliver recipe book and baking equipment.

We’ll pick the top three, then ‘test run’ the recipes. The best – and tastiest – one wins.

We can’t promise Mary Berry, but we will be using some of the keenest bakers in our Orbit Heart

of England staff to cook the dishes. The tasting will be done by members of staff.

Send your best baking recipes to the FREEPOST address (no stamp needed) or you can email us your dish (ohe communications@orbit.org.uk).

Remember to put your name and contact details with the recipe.

Send your recipes to: Marketing and Communications Team, FREEPOST RRXZ-RSUR-SHLA, Orbit Heart of England, 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG. TERMS & CONDITIONS: By entering, you agree to have your name printed in the newsletter if you are a winner / runner-up. Competitions are only open to Orbit Heart of England customers.

Winter warmer

With the nights drawing in and the temperature dropping, we look forward to a warming plate of food. This great vegetable chilli serves 4, costs around £4.50 to make, and keeps the chill away.

Vegetable chilli Serves 4 Ingredients 900ml boiling water 2 low-salt vegetable stock cubes 400g tin of kidney beans, drained and rinsed 1 red pepper, cut into 1cm squares 4 medium carrots, diced 1 onion, chopped into 1cm squares 8 mushrooms, cut into 1cm thick slices 1 clove garlic or 1tsp garlic puree 2 tablespoons vegetable oil 2 tablespoons curry powder ½ teaspoon chilli flakes or chilli powder 300g easy-cook long grain rice 1 tablespoon tomato puree Black pepper (optional)

‘Like us’ before 31 March 2014 and we’ll put your name into a prize draw. Caroline Keen, Leamington Spa, ‘liked us’ and won a £20 High Street Voucher.

Contact us If you want to get in touch you can call us on 0345 8 500 500, or if you prefer you can email info@orbit.org.uk Our website is www.orbitheartofengland.org.uk

Please note If you need this document translated (or supplied in an alternative format, such as large print), please contact our Customer Service Centre by email (info@orbit.org.uk) or on 0345 8 500 500

Method Add the stock cube to the boiling water.

Heat the oil in a large pan. Add the onion, peppers and carrots and cook gently for 5 minutes until the vegetables start to soften.

Add the garlic, curry powder and chilli, cook for 2 minutes.

Stir in the rice and add the stock and tomato puree.

Bring to the boil then lower the heat, cover with the lid and simmer gently for 10 minutes.

Check the rice and stir occasionally. If the rice isn’t fully cooked and the pan is dry, add a little more water.

Add the beans, cover and simmer for 5 minutes.

Season with black pepper (optional).

Heart of England Housing Association Ltd (exempt charity). Registered office: 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG