Opening Doors – Enhancing Lives
General Needs Housing We’re changing the way we deliver our services to you. We’ve looked at the services you receive from us and in order for us to continue to deliver and build on the great service we provide, we have recently made some changes within General Needs. These changes will come into effect from Monday, 28 November 2016. General Housing Services - this relates to General Needs housing; houses, flats and bungalows; and includes accommodation for older people that don’t receive a service from a Warden or Scheme Manager. There are now two Teams available to help you with your queries should the Contact Centre Team be unable to assist - East Team and West Team. Both Teams are managed by Team Leaders who report to newly appointed Head of Resident Services – Edward Hughes who joins the Group on Monday, 9th January 2017. In addition to your Housing Officers, we now have Visiting Officers, who will visit all residents over a 12 month period to ensure we support and assist you.
The Teams are as follows -
Housing Officer Barry Evans Yvonne Cole Rebecca Halton Laura Stephens Visiting Officers Angharad Jones Ami Jones
Team Leader West - Carol Hooper Warden Caretaker Cleaner Jean Brown N/A Rachel Cherrington Steve Sanders Alison Pring Anna Newman William John Roberts
The West Team covers the following areas Team Leader - Carol Hooper Anglesey, Conwy, Denbighshire and part of Flintshire Areas by Housing Officer Barry Evans Yvonne Cole Rebecca Halton Laura Stephens Amlwch Abergele Bodelwyddan Ffynnongroew Benllech Colwyn Bay Caerwys Greenfield Brynsiencyn Llanddulas Denbigh Gronant Conwy Llysfaen Dyserth Holywell Caergeiliog Old Colwyn Gwernaffield Kinmel Bay Deganwy Pensarn Leeswood Mostyn Glan Conwy Rhyd y Foel Meliden Pen-y-Ffordd Gaerwen Rhyl Mold Rhyl Holyhead Towyn Mynydd Isa Llandudno New Brighton Llandudno Junction Pontblyddyn Llangefni Prestatyn Menai Bridge Rhuddlan Mochdre Ruthin Penmachno St Asaph Penmaenmawr Trefnant Penrhyn Bay Tremeirchion Rhos on Sea Treuddyn Tal y Bont Valley Housing Officer Alison Douglas Lisa Jones Shelley Debono Sarah Faire
Visiting Officer Sue Barret-Hill
Team Leader East - Sally Tonks Warden Caretaker N/A Geoffrey Green N/A Brynley Richards Anita Vale Kathy Davies
Cleaner
Alison Hughes
The East Team covers the following areas Team Leader - Sally Tonks
Alison Douglas Cefn Mawr Chirk Johnstown Marchwiel Oldford Llys yr Efail Pen y Cae Penley Plas Madoc Rhosllanerchrugog Rhostyllen
Part of Flintshire, Wrexham, Powys Areas by Housing Officer Lisa Jones Shelley Debono Bagillt Aston Connah’s Quay Broughton Flint Buckley Halkyn Drury Oakenholt Ewloe Pentre Halkyn Hawarden Mancot Queensferry Saltney Sandycroft Sealand Shotton
Sarah Faire Acton Bradley Brymbo Brynteg Coedpoeth Cefn y Bedd Gwersyllt Llangollen Llay New Broughton Pentre Broughton Ponciau Pontfadog Rhosddu Rossett Ruabon Rhosnesni Summerhill Wrexham
Income Team We have also changed the way we deal with and manage residents that owe the Group rent arrears or struggle to pay their rent on a regular basis as we have created a new Income Team. Team Leader - Brendan McWhinnie The Income Team will be responsible for ensuring residents pay their rent, focusing on managing both General Needs and Sheltered Housing residents who are in arrears. When required, they will take legal action to recover debts or deal with non-payments.
Income Officers are as follows:Income Officer Andrew Griffiths Cathal Hamill Helen Jones
Areas of Responsibility Flintshire Conwy/Denbighshire Wrexham County Borough and Mold
Income Collection for Powys is covered by Alison Douglas, Housing Officer. Income Collection for Anglesey covered by Barry Evans, Housing Officer. If you have difficulty paying your rent – please contact us and we will try to help you. Welfare Rights & Money Advice Officer: will help you with benefit queries relating to your entitlements or if you receive benefits and they change or cease.
The other Teams that will provide services to support you are as follows:Community Safety & Welfare Team - Team Leader Karl Roberts. This Team comprises of: 3 x Welfare Rights & Money Advice Officers - who will support you to maximise your income, and reduce debts, enabling you to pay your rent and service charges etc. 2 x Anti-Social Behaviour Officers and an Assistant - who will help you deal with anti-social behaviour and other matters. 1 x Tenancy Support Officer - to help with some of the more challenging issues that residents face from time to time.
Contact Centre Team The Contact Centre is managed by Melody Blackwell-Jones, Customer Services Co-ordinator. The role of the Contact Centre is to help you with the following enquiries: *Rent Account Enquiries/ Taking Rent Payments by Card *Reporting Maintenance and Repairs *Reporting Incidents of Anti–Social Behaviour *Enquiries about Applications for Rented Accommodation/Transfer Requests *Any General Enquiries The Contact Centre is open 8am to 6pm, Monday to Friday, and you can contact us in the following ways: Freephone: 0800 183 5757 Telephone: 01745 536800 Text: 07786202533 and if required we can call you back Email: enquiries@clwydalyn.co.uk Out of hours emergency repairs: 0300 123 3091 If you have any queries or concerns about the new changes, please contact us on enquiries@clwydalyn.co.uk or call us on the telephone numbers provided above. Thank you for your co-operation and patience as we begin to make changes to the service. Paul Seymour Corporate Director Resident Services
Clwyd Alyn and Tš Glas are charitable Registered Societies.