WELCOME INSIDEPLACESMANAGEMENT
Hi everyone, and thanks for reading the latest edition of Inside Places Management Magazine!
I’m really happy to have taken on a new role as Director of Field Services, which means that all of our Field Operations and Scheduling teams are together ‘under one roof’. It also means I get to pick up the introduction to our magazine, which I’m delighted about.
The big focus since the last edition of the magazine has been the Roadshows, and I think they’ve been brilliant. Not just for the opportunity to talk to you all about our priorities for the year ahead, but to hear from you, in person, about what matters to you.
We had some fantastic feedback and questions, and we’ll be sharing all of those in the coming weeks.
The other reason the events were great, was having all of our Places Management, Assets & Investments, Communities, and Customer Hub Colleagues in the room together. You’re all serving and supporting
the same Customers, so it’s important that you know each other, understand each other’s challenges, and work together.
That’s the only way we’ll ever be able to fully deliver our Because Community Matters strategy and Do The Right Thing.
We’ve got a Roadshow round-up on pages 4-5, so check it out. And there are brand new pictures of our People spread right across the magazine – maybe you’ll spot yourself!
Since I took on the new role I’ve really enjoyed learning more about our Field Operations and getting to know so many of you. As we said at the Roadshows, we’ve got big challenges ahead of us but we’ve got an incredible 1,300-strong team to get through it.
So, grab a cuppa and read up on some of the great things you’ve all been up to over the last couple of months. Or at the very least, complete the puzzle on the back page!
See you soon,
HERE TO HELP!
We recently sent Help With The Cost of Living leaflets to your local offices, which we would love you to give to our Customers – or make use of yourselves.
We thought it was important to let Customers and Colleagues know that we are there for them. Therefore, the leaflets contains energy-saving tips and information resources, such as our benefits calculator, food bank locations and local warm spaces.
They also provide contact details of PfP People all geared up to offer assistance. Please pick up a leaflet and share where you feel appropriate…
HAVE YOUR SAY!
As we always say, this magazine has been created for you! Every issue we want to provide essential news and information, plus –more than anything else – reflect the fantastic work you do on the frontline. But we can always get better! That’s why we want your feedback on how you think the magazine is going.
Is there more you want to see more of?
Is there content that we are missing?
If so, get in touch!
You can use the QR code below to give us your views. Alternatively, e-mail pm.suggestions@places forpeople.co.uk
All your feedback will be gratefully received and hopefully make us an even better magazine!
Did you know that Colleagues can request two days’ leave for volunteering (so long as there is a social value, and your manager agrees)? Here are just three examples of our People giving up their time to help our Customers:
The
A real coming together for Customers in Lincolnshire
The Business Relationship and Landscapes Admin Team volunteered at Millbank Wellbeing Centre. Garden maintenance, pressure washing, litter picking and painting gave a great insight into the amazing work our Landscapes teams do every day!
Next up, Colleagues from PM, the Place Team and other PfP People in Gainsborough and Lincoln recently came together to help clean up some of our neighbourhoods.
GIVE SOMETHING BACK!
Despite the wind and rain, they filled three skips and four vans during the course of the day, and hopefully made a real difference to our Customers.
And let’s not forget the help provided to the not-for-profit organisation MK Melting Pot, which supports youngsters in the Milton Keynes area. Our People installed a new kitchen in the local community centre to enable future cooking lessons.
Special mention to Adam Cox, Andy Fairey, Jordan Hutley, Christopher Egan, Michael Winslow, Colin Pearce, Maryam Yahya, Ryan Moughton, Ben Bramwell and Lee Roach (not pictured).
#ONECOMMUNITY
The Places Impact team is regularly contacted by community organisations for help from our trades. Please e-mail volunteering@placesforpeople.co.uk and check out the Volunteering Community on Viva Engage for various opportunities. In addition, you can request volunteering leave on Business World.
REST IN PEACE PHIL
We received the sad news that former Responsive Repairs Colleague Phil Benson has passed away. Phil was a valued friend who spent 19 years with PM before retiring earlier this year. He leaves behind a son and daughter.
Trade Supervisor Stephen Todd said: “Phil will be remembered for his dry sense of humour and as a dedicated hard worker. He will be sorely missed.”
Other Colleague tributes included: Toni O’Hagan: “Oh Phil, you were such a character! Really sorry to hear this.”
Jim McAllan: “Thoughts and soul prayers.”
Mark Perks: ”So sad with his retirement ahead of him. RIP Phil.”
Aiden Morris: “What a character Phil was. RIP Mr Benson.”
IT’S A BONUS!
Greg Reed has shared the great news that eligible Colleagues WILL still receive their bonuses this year, despite the group not hitting its profit targets.
He said: “We know how important it is to Do The Right Thing for our Customers, which starts with doing the right thing for our People.
“Therefore we wanted to recognise your hard work and the significant progress we’ve made on our strategy.
“That said, this year must be the year we repay the massive investment that is being made in us and deliver on our profit target. “And profit is something that every single one of us can contribute to. For example, let’s be extremely costconscious, and do everything we can to look after our precious resources.”
team who volunteered at Millbank Wellbeing Centre
PM stars installed a new kitchen for Melting Pot in Milton Keynes. They were even treated to a thank you breakfast!
IT WAS FANTASTIC TO SEE YOU AT OUR DO THE RIGHT THING ROADSHOWS!
This year’s Roadshows took in seven locations – Blackburn, Huntington, Newcastle, Edinburgh, Maltby, Bristol and Milton Keynes – and saw PM, A&I and Communities Colleagues come together in a spirit of teamwork and collaboration!
NICE TO SEE YOU
Lisa Livingstone started proceedings by first welcoming PM and A&I People all together and revealed the theme for all our Roadshows – Do The Right Thing. Always. One of our People Promises, this has fed into much of the good work we have done so far, and will certainly underpin our plans for the future.
THE JOB(S) AT HAND
Next up was Tim Weightman (Tom Fountain ably deputised in Bristol and Milton Keynes!) who set the scene for today’s housing sector. These are tough market conditions with many competing issues – such as an ageing
population, more vulnerable and disabled Customers, building safety requirements, net zero targets and the like – all contributing to huge pressures on housing associations. Put simply, all of this means that we need to get to Customers faster.
That said, PfP has had a pretty impressive 12 months. We spent record amounts on
repairs, with more jobs than ever before and repair times reduced significantly. Tim then outlined our priorities:
■ People
■ Damp Mould & Disrepair
■ Customers
■ Commercial & Growth (making the numbers work!)
■ Sustainability & ESG
thanks to William Highton, Ben Bretherton, Robert Waddicor, Phillip Brierley, Robert Raynor, James Brooks, Alex Potter, Jason Brooksbank, Dan Lucas and Jim McAllan for
Thing Mean To You?” video!
Lisa Livingstone
Time Weightman
Kara Stickland
However, all of this takes money and, in our desire to help Customers, we have gone over budget for the last two years. That’s why it is more important than ever for each and every one of us to try to make savings, however small.
BIG COLLEAGUE SURVEY
Over 93% of PfP People completed our Big Colleague Survey and the feedback from this will help us do a better job over the next 12 months.
Furthermore, You Said We Did has delivered a whole host of improvements, such as better uniforms, vans, phones career development, and reward and recognition. But perhaps the overarching message was that A&I (including PM!) is one team. We really are better together!
RECOGNITION AND REWARD
PfP continues to recognise the amazing work of Colleagues. In the last 11 months, there were 1,264 Manager Awards and 18,22 e-cards sent across A&I. We also celebrated our Do The Right Thing Awards, for those Colleagues who live and breathe that People Promise.
The morning session then wrapped up with a Q&A session where Colleagues could ask any questions they might have, either in person or via Slido.
DON’T WALK BY
We then welcomed Communities Colleagues to the day and reaffirmed that Do The Right Thing. Always is
the mantra that we should all live our working lives by.
Our keynote speaker then fleshed out how owning a problem and making yourself accountable can make all the difference. We have the opportunity to give a voice to those who are voiceless in our society.
OVER TO YOU
An activity session then took place where an interaction between a Customer and a call centre was assessed for its Effortlessness, before we enjoyed a special Roadshow Drop the Mic session.
The latter discussion centred around a video of a Customer complaint that took too long to be resolved and could have been brought to a proper conclusion, if we had done the right thing from the outset.
MARKETPLACE
Finally, after lunch, Colleagues could visit (with swanky headphones!) four terrific stands:
■ Physical Wellbeing ■ Career Compass
■ EAP ■ Mental Wellbeing
THE MIKE STUFF!
Thanks to everyone who took part in our Hike With Mike events up and down the country.
We saw 110 of our People (and ten dogs!) across A&I support the mental health charity. The days were a lot of fun, with the added bonus that you guys helped raise awareness of an incredibly important issue!
IMPORTANT RESOURCES!
■ Text 85258 – a free, 24/7, confidential mental health text support service (giveusashout.org)
■ EAP Carefirst – our Employee Assistance Programme (eap-carefirst.com, Username: lifestyle1234 Password: carefirst)
■ Hub of Hope – mental health support network provided by Chasing the Stigma (hubofhope.co.uk)
■ Power Hours – Keep an eye on Places Academy for a full list of mental health Power Hours and to sign up for the monthly events
WE NEED YOU!
We require more Mental Health
First Aiders (MHFAs) to work within PM. MHFAs are individuals who have been trained to give Colleagues support on mental health issues.
If you think you can help or just want more information, please e-mail amy.nathan@placesforpeople.co.uk
NIBS NEWS IN BRIEF
THAT’S TILES BETTER!
All credit to Jason Farrow for completing this first-class bathroom job at Fell View in Chorley!
HAPPY HOGAN!
Ed Hogan tackled this blocked fire escape with typical enthusiasm and delivered a brilliant result. As Ed says: “Hopefully, this quick tidy up will go some way to giving our residents some peace of mind. Job done!”
CUSTOMER COMPLIMENTS!
COLLEAGUES GOING THE EXTRA MILE
A Customer got in touch to thank John Fleming for all his work on Moulton Crescent. He went on to say that John was “an excellent man.”
Well done to Olivia Bretnall who impressed when helping resolve a Stage 1 complaint. The Customer said: “A special thank you to Olivia as she was very helpful and dealt with the situation tremendously well.”
Relative PM newbie Lynn Lambert has hit the ground running, with Customers at Trevarrick Court in Oldham saying they love her work.
A Customer’s daughter was so thankful to “amazing” Georgina Burns and Adrian Line when they came to complete an electrical check on her mum’s property. The Customer suffered a bad breathing episode and was clearly distressed, but Georgina and Adrian attended to the lady until her daughter arrived.
A Customer posted on Clayton Brook residents group Facebook page that Lisa Dawson and the team had done an “awesome” job revamping their property, and hoped that this experience would reassure other Customers waiting for their own works to start.
There was some well-earned praise for Phil Allen and Mick Clarke as their pruning work left a Customer “chuffed to bits.”
Andy McQuillan and Russell Webb provided “first class” service, as a Customer wrote: “Andy the Joiner and Russell the Plumber went above and beyond to fix a leak at my property. They were both fantastic and a pleasure to deal with.”
All credit to Matthew Helliwell who prompted a Customer in Bradford to get in touch because they were so happy with all the jobs he carried out.
Thanks to National Scheduling Manager, Toni O’Hagan for sharing details of two brilliant get-togethers!
First up, the Voids Planning Team spent some priceless time together, brainstorming ideas on how to make the planning process more efficient for our People and Customers. They even enjoyed fascinating sessions working with personal assessment and team-building tools (hence the lovely blindfolds!)
Customers gave William Cook, Garry Priestley Ricky Wynn and Graeme Bentley a fancy new nickname after completing pond works in Manchester. Say hello to the “Red Barrows” (above)!
Customers at Harewood in Chorley made a point of giving positive feedback for Karen Cribb at a recent residents meeting. By all accounts, Karen has not only done a sterling job cleaning at the scheme for over 25 years but has also forged meaningful relationships with our Customers.
An elderly Customer from Glenmore Close in Chesterfield called to thank Ashley Burkinshaw and John Drake for helping with some pea gravel she was struggling with. She also said they are so polite and always there to assist and support her when she needs it.
Donna Goldsworthy has also made a great impression in her early days with us. Customers at Newbiggin Way in Macclesfield are already giving her rave reviews.
Great work from Ross Eley who fixed a damp and mould problem at a disabled Customer’s house. According to the Customer, Ross was “polite,” “likeable” and “treated my home with respect, and me with dignity.”
Customers at Brook Croft, Preston said how delighted they are with Michael Ainsworth and Daniel Lewis
Next, it was the Gas Planning Team’s turn, bringing together Colleagues from England and Scotland for the first time! Again, team-building was on the agenda, along with a focus on our People Promises, One Community and Be Respectful, Earn Respect
All in all, having face-to-face time was incredibly important, and we’re told there are more similar meetings in the diary!
Donna Goldsworthy with a very happy Customer!
The “Red Barrows” ready for action!
“I want children growing up in a healthy environment!”
WE CAUGHT UP WITH HEAD OF DAMP AND MOULD DANNY BIRD
Q
What made you take up the new Head of Damp and Mould role?
A When I saw the position, I felt that I had the right skill set and experience to step in and make a positive impact for good. I grew up in an estate in Birmingham, so I have always found it a little easier to put myself in our Customers’ shoes. Believe it or not, I was a little boy once and I felt I had a duty to do my bit to ensure that younger versions of me live in a safe, warm and healthy environment at home.
Q Do you have a background in fighting damp and mould?
A Absolutely. I have tackled similar circumstances at other housing associations and it’s always been a passion of mine. I’ve also actually found myself helping teams at PfP with damp and mould in the background alongside my role as Head of Estates.
Danny says we need a “zero-tolerance” approach
Q Were you sad to leave your old job?
A I was! The People are great and really bought into what I was trying to achieve. I love how much they all care, work so hard and are committed to our Customers. I have loved every minute of working with them.
Q How big are the challenges/ problems within the industry?
A HUGE… There’s a cost of living crisis that impacts our Customers’ ability to heat their homes. There’s a social and economic hangover from COVID, historically underfunded investment in housing stock, as well as skills, labour and supply chain pressures. Add into the mix the wars in Ukraine and the Middle East, and it’s the perfect storm.
But we have an opportunity to innovate and come together for social good –this is why I got into housing and why love it so much, despite the challenges.
Q Can we ever beat damp and mould?
A Not completely – it was around when we lived in caves and it’s going to be around, even if we ever live on the moon! But we do need to take a zero-tolerance approach to cases, and innovation and insight are key. We need to get to a place where we understand what’s happening beyond the threshold of the front door. We’ll know we’ve turned the corner in the fight when we’re contacting Customers to report the potential for damp and mould occurring in their homes.
This could be trends around moisture readings or minimum temperatures etc.
A “perfect storm” has led to damp and mould issues
Q What have been the first things on your to-do list?
Currently, there is no obvious way of identifying if a case is damp and mould, or where it is along the journey. We want to enable an identifier on the system to help with that. And we’re also looking into developing a management system that will follow cases through from start to finish.
Q Do you have a message to Colleagues if they come across damp and mould?
A Do The Right Thing is absolutely the key message here. A little boy lost his life in 2020 and that can’t happen again. I mentioned the great attitude of my Landscapes colleagues earlier and it’s all about empathy. Think about the Customer as you would a loved one and you’ll definitely Do the Right Thing. Also, think about the team dealing with these cases. Be kind to them too – they are only human. There’s lots of work to do in this area but it’ll go much smoother if we understand the scale of the challenge we face and appreciate we are trying our best to improve the outcomes for our Customers as quickly as possible.
For more on Damp & Mould see page 12
ENJOY WORK
GOLD WINNER: Contracts Manager Olivia Bretnall
NOMINATED BY: Alex Potter
“Olivia has done a lot for me during a difficult time since my dad Lee Potter’s passing. She set up a GoFundMe which raised over £1000 and helped my mum out tremendously. Olivia also contacted everyone she could to ensure my family and I got all the support possible with the costs of the funeral etc., for which we are greatly appreciative.
“She also offered me counselling, time off as and when needed, and has made me feel really welcome back to work – and therefore Enjoy Work.”
BRONZE WINNER: Landscapers
Mark Wallis and Daryl Ashton
NOMINATED BY: David Hudson
“They like to showcase their work but also occasionally highlight where we need to do better. For example, after they were ‘crying out for help’ to get a fence on an RMG site fixed, we got it repaired and added extra secure brackets to make sure it lasted for a few more years. The Customers were overjoyed and happy that Mark and Daryl showed such commitment and passion.
“Customers love them and their schemes are rising because they care and enjoy work. They are great guys, with a positive can-do attitude. They are very professional, thorough, polite, conscientious and passionate – a credit to the business.”
ONE COMMUNITY
GOLD WINNER: Maintenance Technician Tam Ross
NOMINATED BY: Ian McFarland
“Tam attended a repair last month and found the Customer was unable to cope with his property due to poor mental health and had been unable to reach out for help. Tam sat with the distressed gentleman for over an hour.
“He then encouraged him to reach out for help and allow a visit from the tenancy advisor.
Tam went to the meeting to support the Customer and it went well. But Tam’s commitment to his wellbeing didn’t stop there. The Customer’s property had a build-up of rubbish and badly needed repair work. So, Tam put forward a case for a one-off clearance and deep clean help from PfPs responsive team.
“Tam just couldn’t see the Customer live in this way for longer than necessary and really wanted him to rebuild his life. He is truly a star and example of the PfP People Promise.”
FIRED UP, READY TO GROW
GOLD WINNER: Apprentice Electricians Kaylee Green and Louis Coppola and Electrician Robin Allan
NOMINATED BY: Carla Hutchinson
“The dream team were involved in a larger-scale heating project outside the remit of our normal work. This involved coming up with a wiring solution for communal heating when an external provider pulled out with little notice.
“A low voltage safe solution was sussed by Robin who ultimately finalised the wiring. He even managed to factor in the air source heat pumps to keep the system energy efficient. His positive can-do attitude kept the team going during the more stressful times on the job.
“Louis and Kaylee were keen to work on this system, even though it is way beyond what they normally do in work or at college. They were valuable assets to the team and hopefully learned a lot, too. They both had positive attitudes and were always on hand to help out and threw in suggestions when there may have been a better way of doing things.
“The team received multiple compliments from tenants who were initially hesitant to have the work carried out. They were even mentioned in the weekly residents’ meeting!”
LOYAL LEGENDS!
LIGHTFOOT LOTTERY!
Lightfoot is designed to help improve the standard of everyone’s driving – whilst improving safety and saving money at the same time.
But ANOTHER bonus is that People who hit Elite Driver status are eligible to enter The Drivers’ Lottery. Since we’ve started using Lightfoot, 335 winners have won a grand total of £1,062.
Dave Nesbit (left) picked up a not-too-shabby £100!
CUSTOMERS HAVE THEIR SAY!
Our Customer Effort Survey shows where we need to do better in our drive for Effortless Repairs!
WHAT IS THE CUSTOMER EFFORT SURVEY?
We asked Customers how easy (or Effortless!) they found it interacting with us on repairs. For example, did we communicate properly? Were the repairs started in good time? Was the work completed to a satisfactory standard?
HOW ARE THE RESULTS MEASURED?
The Customer Effort Score (CES) comes from the answers to questions. A rating of Five means it was a Very Easy experience, whereas One shows us it was Very Difficult when dealing with us.
WHAT IS OUR OVERALL CUSTOMER EFFORT SCORE?
Currently, we are sitting at 3.8, and 80% of our Customers think that our repairs process is Easy or Very Easy. We are on the right track, but there’s still a lot of Effort required to achieve our goal of 4.2!
WHAT EXACTLY DID CUSTOMERS SAY?
Their feedback showed we are doing some things really well. For instance, we scored excellently in:
■ Explaining the proposed solution
■ Time taken to complete repair
■ Precautions to minimise mess and cleaning up
■ Quality of work
■ Professional conduct/treating the Customer’s home with respect
Not so good was our:
■ Communication/keeping
Customers updated throughout the repairs process
WHAT CAN YOU DO TO HELP?
As communication is the major issue, here are a couple of things we’d like to see happen when dealing with Customers
■ Make that call...
Our Customers have said that they don’t always receive a call to say their Operative is on the way, so let’s make that call, every single time… and always check if the Customer has requested any special access requirements before attending the job.
■ Show your ID... We’re doing this more often than not but we want this to happen every single time. It’s an easy win so let’s always introduce ourselves and show our badges.
WHAT’S NEXT?
Our Customer Effort Scores are informing what we need to do, so we are now sharing these insights with our teams and agreeing on actions to help improve Customers’ repairs experience.
The Repairs, Customer Experience, User Experience and Scheduling Teams are now working together to make improvements for our Customers and to make it easier for you to do your jobs going forward.
A ERA! NEW
MEET THE TEAM WHO ARE LEADING OUR FRESH APPROACH TO VOIDS
We recently revealed that roles within Responsive and Voids delivery services have been realigned to allow dedicated teams to focus solely on those areas. With this, the service delivery, quality and budgetary responsibilities move to a clearer structure and provide a dedicated area of focus for our Customers.
Head of Void Delivery, Brad Deane told us: “I am thrilled to be leading this new team. Their expertise and enthusiasm are precisely what we need to transform our void delivery service at Places for People.
“With a Customer-centric approach, we are committed to reducing turnaround times and improving the quality of our services. With clear focus, we will ensure that properties are refurbished and ready for new Customers more efficiently, ultimately enhancing the satisfaction and well-being of our residents.
“Together, we will work to deliver new standards and make a meaningful difference in our community, ensuring Customers have a property that they are proud to call their home.”
THE VOID RMMS!
SCOTT CUSICK NORTH
OUR TARGET! We want to raise our Customer Effort Score from 3.8 to 4.2!
“In my 19 years here, I’ve been fortunate enough to develop and progress from Joiner, Trade Supervisor and now RMM (Regional Maintenance Manager). I have managed to make a number of lifelong friends here and that is something I will always truly cherish.
“It’s safe to say that Places for People has changed my life in so many positive ways. The new People I am starting to work with, fill me with excitement about how good we can make the void team nationally.”
MATT PARKINS SOUTH
“I’ve been with PfP for two years, initially working with the North West void team which was brilliant. Prior to joining PfP I worked for a similar, albeit smaller organisation for nearly 20 years, progressing my career from a Joiner, through to a Void Contract Manager.
“I’m extremely proud to be part of a team who are going to transform the service and homes we deliver, for our People, our Customers, and our Communities.”
JAMES HALL CENTRAL
“I’ve been part of the social housing industry for the last 17 years. Initially, I was with Chorus Homes, until being brought into the PfP family six years ago. I started as a Void Operative and moved through the structures as a Trade Supervisor and now as a Regional Maintenance Manager.
“I’m energised to be part of the new Void Team and the differences that it will bring to our customers and the standard of living that we want to give them.”
RECRUITING SCOTLAND
In this initial period, Ian McFarland has stepped in to cover Scotland. The role is currently being advertised and we’ll bring you the name of the new RMM as soon as we can!
TURNING WORDS INTO ACTION
We’re really getting stuck into our Big Colleague Survey (BCS) Action Plans!
Tim Weightman has stressed to the Senior Leadership team just how important it is to turn your feedback into genuine change, so the message is clear – Let’s Make This Happen!
■ Data/Systems ■ Reward & Recognition
■ Engagement ■ Values
■ Procurement ■ Community
■ Innovation ■ Training & Development
So far, the main subject areas can be fitted into the following categories, with a tracker set up to gauge our progress as we go along:
■ Collaboration
■ Communication
■ Wellbeing ■ Leadership Effectiveness
But again, as Tim has stressed, the work here is not just a one-time thing! There will be another BCS coming up in November to assess where we are – and we still want you to use pm.suggestions@placesforpeople.co.uk to tell us how we can improve things even more!
Just a few of the damp and mould cases, our PM People have reported
DON’T WALK BY!
WE WANT YOUR HELP TO COMBAT DAMP AND MOULD
As Danny Bird says on page 8, our war against damp and mould continues.
We are putting more focus, more time and more money into this fight – but we need your help!
Being in and around Customers’ homes every day, you really are our eyes and ears. That means you’re in the perfect position to make all the difference.
REPORTING THE PROBLEM
■ If you spot any signs of damp and mould, you must raise a repair via the Don’t Walk By page or via the repairs request form app.
■ If you are a Gas Operative, you must complete the gas MOT form on every visit.
■ When reporting, include as much information as possible such as:
– Pictures
– Specific description of the areas affected
– What you’ve seen and if you’re aware of any vulnerabilities
HELPING CUSTOMERS
■ You can refer Customers for financial support, including energy vouchers. Visit the Community Support page on Our Place for more info and a link to the referral form.
■ The Customer Contact Centre have received training to triage Customers and signpost them to the Money Advice team for support.
■ Customers can also access financial support directly through our website.
Please use Viva Engage to ask damp and mould questions and share experiences!your
DO THE RIGHT THING!
OUR PEOPLE GOING
THE EXTRA MILE
DAVID HUDSON & JIM MCALLAN
David (left) and Jim (above, right) visited a Deaf Village in Blackburn to see how we could work together in the future. As David says: “It’s a truly inspirational place. The stories were mindblowing and brought a tear to my eye.”
PHIL ALLEN, MICK CLARKE & MARTIN PRINCE
The guys took on some ad-hoc fencing work to address some security issues in Carlton Close in Newark. They even used an old fence panel located on-site to block a previously undiscovered hole on the perimeter!
SAM COATES & BRUCE BARFOOT
We loved to hear how Sam and Bruce befriended a lady who lives across one of our sites in Hinckley. She lives alone and “sometimes gets very down.” On hearing that she was celebrating her 85th birthday, our team surprised her with a bunch of flowers!
MARK WALLIS
Mark salvaged a bench from the tip at Brindle depot and gifted it to a “lovely” Customer who “makes a cracking cup of coffee”!
PAULINE CHARLTON
A shout-out to Pauline who not only cleans Aspinall Court, Bolton but also attends coffee mornings, helps with shopping and reports all repairs for Customers. She even engages regularly in community events, collecting money for charity and residential funds.
DAWN ALLSOPP
All credit to Dawn who utilised her first aid skills when a Customer fell in Ferrier Close and banged her head. Dawn assessed her and kept the lady comfortable until paramedics arrived.
DARYL ASHTON
Our man Daryl (right) took the time to install a brand new bird box – with the Customer paying close attention!
DAMON BARNES
It’s the little things that count, too! Damon helped clean up a water leak at Tenterfield View, Salford when it would’ve been easier to walk by and just leave it to someone else.
ALEX POTTER & PETE THOMPSON
A resident had complained that their back garden was full of rubbish, so Alex and Pete decided to remove it all in their spare time!
DES WARD
The ever-reliable Des pulled out all the stops to help a decanted Customer (who had been struggling to keep the living areas clean) move back into his property.
CHRIS STRINGER
JASON BROOKSBANK
Before After
As a gesture of goodwill, Chris’s Landscapes guys sorted out a Customer’s step in Fairway Gardens– even though, technically, it wasn’t in his area of responsibility.
After having to cap off a cooker, Jason reported the issue to a Place Manager for a hardship fund application, But rather than just fill in the form, he stayed with the emotional Customer, listened to her worries and talked through how to get a replacement cooker.
DANIEL DONNELLY
After doing some joinery work, Daniel spent extra time chatting with a vulnerable Customer, putting the gentleman in “a great mood for the rest of the evening.”
Daryl Ashton doing his bit for our feathered friends
DEPOT SURVEY: THANK YOU!
Thanks to everyone who responded to our depot survey!
This was to gather your thoughts about how best to use these depots in the future, make them more efficient and ensure they are geared towards what you need to best help our Customers. We’re currently going through all your feedback and will report back soon with the findings. Watch this space!
NORTH EAST SUPERSTARS!
Ten members of the North East Landscapes team have notched up a combined 345 years with North British Housing/PfP! Wow!
And here they are in all their glory (plus their years of service)! From left to right: Jeff Hall (46), Margaret Robinson (43), Mick Mayhew (43), David Mayhew (42), Graham Latty (31), Lee Millar (30), Gary Kitchen (31), Eric James (30), Terry Fothergill (26) and Chris Hills (23).
We are in awe of all your hard work and dedication. Thank you!
BEAUTIFUL PEOPLE!
Salesforce is now live in Scotland and thankfully bedding in very nicely indeed!
All the valuable feedback from Colleagues in the North West – plus all the recent service enhancements – have helped with the success, but the main reason has been the can-do attitude of our People.
A huge thank you to everyone involved. We look forward to rolling out Salesforce across the rest of the country!
TRAINING FOR SUCCESS!
ACADEMY DIRECTOR, TOM AREY ANSWERS OUR QUESTIONS ABOUT THE NEW PFP TRAINING ACADEMY!
So, what’s this Academy all about? We will be opening a physical training academy to do four things.
1
Apprenticeship Training We’ll be offering training in key trade disciplines. By investing in the talent of the future we can make sure we have diverse People, with the right attitude and right behaviours to work in our teams.
2
Instructor-Led Training (ILT)
We’re bringing our ILT in-house. We’ve been relying on external organisations for too long, so we’ll be hiring our own trainers. This will not only save money but also improve the quality of our training and the learning experience for all.
3
Develop Careers Whether it’s learning a new trade, moving into leadership roles, gaining new green skills, or obtaining other relevant qualifications, the Academy will support career growth We’ll also have a top-notch assessment and induction process for everyone.
4Support the Housing Sector
We’ll extend our Apprenticeship, ILT, and green skills learning to our partners across the housing sector.
Where is it and when will it open?
We’re renovating our Centro Place office in Derby, although we will have training hubs across the country. We plan to kick off Apprenticeship learning next summer, but we’ll start with ILT training this August.
How will it impact me?
The first thing you will notice is that your ILT training will be delivered by some familiar faces. Dean Marsh and Terri Strickland have recently been recruited and will deliver much of the ILT.
We are starting with Manual Handling, Abrasive Wheels and Ladder Safety but will soon expand the offer to the likes of CAT and Genny, Harness Inspection, IOSH etc. In the future, we will be asking you to consider which roles and areas would benefit from having an apprentice as well as asking for your help on the induction and assessment design.
How can we have our say?
We’d love to hear from you! We’ve established the Academy Ambassadors network, where you can share your thoughts and ideas as we develop our Academy.
If you’d like to join, please contact placesforpeople.tom.arey@ co.uk
PUTTING PEOPLE FIRST AT HARLOW’S JOSEPH RANK HOUSE
Last year Tim Weightman announced that we were closing Joseph Rank House in Harlow, as it wasn’t sustainable for us to bring it up to the required standard for a PfP Community.
Since then we have successfully rehomed 75% of our Customers.
However, this month, Essex County Fire and Rescue Service issued PfP with a Prohibition Notice, which meant all our Customers and their families in Joseph Rank House, unfortunately, had to leave their homes immediately.
Both unexpected and upsetting, this development saw our People mobilise to arrange Customer transport to temporary accommodation until a long-term solution could be found.
Thankfully, the call-to-arms meant everyone had a roof over their head by 9pm that same evening.
Huge credit to all those Colleagues who gave up their weekend and worked tirelessly to support Customers. And a special shout-out goes to David Blair, Liam Jackson, Tim Young and Tommy McCrum who did sterling work in a tough situation.
By Doing The Right Thing, our People not only found practical solutions but also showed we really are there for our Customers when it counts.
BE CAREFUL OUT THERE!
We have seen a recent rise in canine bite incidents, so please use this checklist:
■ Carry out a ‘dynamic risk assessment’ on arrival
■ Never put your hand into a letterbox Always use a push peg or tool
■ Ask the Customer to move the dog to a secure space. If the Customer refuses and there are concerns for safety, you should leave the property and discuss alternate options for completion with your manager
■ If a dog escapes its secure area and jumps up at you, cross your arms, turn, and then walk away calmly. Do not run
TOPTEAM!
Andy McQuillan shared the fantastic teamwork that managed to turn around this property in quick order and to a top-notch standard. Andy said that the guys needed to embark on a whole host of works, including new doors, a wet room, a replacement kitchen and a full redecoration – to name just a few!
But as you can see the results are pretty remarkable. Well done to Terry Cattlin, Ryan Wood, Robert Frye, Stuart Kane, Martin Anderson, Jamie North, Thomas Dyer, Raymond Millar, Michele Dattolico, Brian Ogilvie, Malena Murru and Robert Weir
■ All accidents/incidents/near misses must be reported to the police and via EcoOnline.
CHANGING ROOMS!
Often, pictures tell their own story! Joiner Sean McDermott managed to pull off this incredible transformation in a Manchester void – all ready for one very lucky Customer!
THANKS FOR SHARING YOUR STORIES!
Taking a break from his void miracle work, Dennis Abbott managed to catch this bad boy! SAYCHEESE!
Colin Reed bumped into some pals whilst popping out for lunch in Preston (not sure Gromit is too impressed!)
PLAY TIME!
Check out Stewart Ashton and his Colleague testing out some playground equipment. It’s a tough job but someone’s gotta do it!
WHATA WHOPPER!
FAMILYMATTERS!
Nottingham Landscapes and their family members went for a day out to Yorkshire Wildlife Park and enjoyed a fantastic day in the sun to celebrate Katie Walter’s birthday!
WHAT YOU NEED TO DO…
Find the eight PfP vans hidden in this picture and circle them. Simply complete the puzzle, take a picture of this page and email it to PM.suggestions@placesforpeople.co.uk
PROPER CHARLIE!
Well done to apprentice Charlie Mcandrew (pictured with Ed Hogan) for passing his City & Guilds in chainsaw maintenance, cross-cutting and felling. Well done sir!
THAT’S MAGIC!
James Higham managed to repair this seemingly unfixable door. As James says: “Not only are we joiners – we are magicians!”
Terms and conditions: Closing date is 20-08-2024. Editor’s decision is final. There are no alternative prizes. One winner will be picked from successfully completed pages. Only open to Places Management Colleagues.
CONGRATS! ...to AshfordAndrew who won last issue’s Amazon Gift Card comp!