iNSIDE C O N T O U R
winter
Maintenance
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Kids Fun
Conference
Lifestyle
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Cover design by Callam Jamsarcher, Age 9
in this issue‌
iNSIDE C O N T O U R
r e t n i W
Welcome to the
07
contents Contour Homes News
Christmas edition of
iNside
Our fantastically festive front is the winner of a design competition at Westgate Primary School in Morecambe. Congratulations to Callam Jamsarcher who beat some other amazing designs to see his design printed. This edition is packed as tightly as a Christmas shopper’s carrier bag with articles. Details of our multi-million pound planned and cyclical repair works are highlighted to give you an idea of what they are and why we do them. Get involved with our Estate Management iN Panel and influence the way your homes are managed on page 11. We have some interesting news from the Area Teams with a lovely article from Supported resident Graham Powell. Resident Involvement gives you an idea of key areas where you told us we weren’t living up to your expectations and how we’ve responded to these.
Updates from Area Teams Resident Involvement
We also have a report from the very successful Contractors’ Conference where residents have been working with staff and contractors to make a big impact on how we go about repairs. We realise that this time of the year can be very expensive for everyone, however, it is just as important as ever that you keep paying your rent and if you have an agreement to pay off any arrears, you must continue to pay this as well. If you need any advice, information or support please do not hesitate to contact us.
Christmas Opening Times The offices will be closed from 25th December and will reopen on Wednesday 2nd January. If you need an emergency repair during this period you can telephone our out of hours service on the normal lo-call number, 0845 602 1120.
We hope you enjoy this edition of iNside and that you and your family have a wonderful Christmas,
el Contour Homes Editorial Pan Email:
Paul.adamson@contourhousing.co.uk
Tel:
0845 602 1120
Address:
Editorial Panel, Contour Homes
Lifestyle
Freepost RPAU-JBLE-CUJX, Quay Plaza 2 1st Floor – Lowry Mall, Salford Quays, Salford M50 3AH
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Maintenance
s w e N s e m o H Contour
Planned and Cyclical M aintenance Explained Planned Maintenance Keeping your home maintained to a high standard means there is always routine work that needs doing, when something goes wrong. Our aim is to replace kitchens, bathrooms, heating systems, windows and doors before they start to cause problems for residents and become uneconomic to repair. To enable Contour to do this we plan maintenance and improvement works to all our properties using a detailed stock condition database. This database provides levels of planned maintenance investment which is needed to keep the housing stock in good order and uses a replacement maintenance strategy based on life cycle, costs and survey information. In order to keep a comprehensive evaluation on the condition of the Association’s stock, we are constantly updating the stock condition database via in-house surveys. This will involve surveyors inspecting individual properties and assessing the condition of elements such as kitchens and bathrooms and giving them a life expectancy. This information is fed into the database and as a result replacement programmes can be produced and works prioritised. This financial year we have £3.3 million to spend on planned maintenance works and in order for us to deliver the improvements we have entered in to a four year programme (2006-2010) with the following contractors; • Herbert T Forrest Ltd, Preston. • Connaught PLC, Chorley. • Whites Building Services, Newton-le-Willows.
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The Contractors were chosen following an extensive tendering procedure. The difference between working in partnership and previous contractor relationships is the openness between ourselves and the partnering contractors. We strive to ensure that we provide our customers with a professional and measurable service. Cyclical Maintenance As well as the entering into partnerships to carry out our planned maintenance we have also entered into one for carrying out our cyclical maintenance redecoration works. Our stock portfolio is currently programmed into a cycle for maintenance and for this financial year we have a £1.3 million to carry out decoration works painting and pre-paint repairs to approximately 3,200 properties. In order to ensure the stock is painted to a very high standard and to customer satisfaction we are working in partnership with the following three contractors;
This is what we will do: • Give you a choice of colour, style and design whenever possible when we are planning work on the inside of your home.
• ER Williams Painting Ltd, Rochdale. • Simmons Services, Liverpool. • IJ Kendricks Painting and Decorating Ltd, Rochdale. How Do Residents Get Involved - Consultation? We want to give you a say in how and when that work is done, and as much choice in colours, materials, fittings and finishes as we possibly can. We (Contour Staff or our partnering contractors) will consult all the affected households (that are in the planned and cyclical programme) and let you know immediately if there is any change of plan.
By using partnering contractors we aim to get the job done on time with the minimum of disruption to your home. Because we research and select our materials carefully, you can be confident that the results will be attractive, durable and easy to live with, while delivering value for money. We work closely with resident Service Review iN Panels and meet every quarter to look at how we can improve our service.
• Offer you a menu of extras such as additional units or a shower fitting if we are putting in a new bathroom. The cost of this could be offset in line with our match funding initiatives. • Only replace fixtures and fittings that actually need replacing, for example, not new or recently-fitted items from a one-off repair. • Inform you of the work with in advance. • Confirm exactly when we hope to start and finish the work. • Provide a named contact to keep you updated with progress.
• Work with customer-focused contractors who we know will do a good job with the minimum of waste and disruption. • Inspect a high proportion of works-inprogress and we will inspect the completed work within five days. • Ask for your feedback on the quality of the work, the tradesmen and how the job was managed, then publish the results. Where Does The Money come From? The money used to fund our planned and cyclical works comes directly from the rent that you pay. The amount we need to spend varies from year to year because of the differing life cycles of those works. For example a kitchen might be replaced every 20 years but a roof will last over 40 years. We can not vary our rent charge every year to cover
peaks and troughs in planned and cyclical maintenance expenditure. Consequently it takes careful planning to ensure that enough cash funds have been accumulated to pay for the works directly, or to pay for loans that might be required for particularly high peaks of expenditure. How Do We Ensure Value For Money? We are currently comparing costs against other parts within our Group and with other housing associations. We also have access to historical cost data that we can refer to and check how much items costs a number of years ago and constantly check on the cost increase. We are currently looking at jointly purchasing goods with other housing associations to reduce costs even further.
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5
Hate Crime
Rent
Don’t Suffer in Silence
Removal of cash collection
Contour is here to help
from all Local Offices
A Hate Crime is defined as:
Contour is committed to tackling Hate Crime and takes each
The Association has recently undertaken
at the Income Collection iN Panel, who
Over the Internet
case very seriously and encourages all victims to report such
a review of its cash collection service
fully accepted the reason for the
allpayments.net
incidents through to their Local Area Office. As well as taking
and has decided to withdraw this service
withdrawal of this service.
our own action against perpetrators, officers there will also
from it’s local and head offices.
‘Any hate incident, which constitutes a criminal offence, perceived by the victim or any other person, as being motivated by prejudice or hate’ The prejudice or hate perceived can be based on any identifying factor including:
complete the Hate Crime Reporting Form which is then
incidents and Hate Crime.
• Age
There are a number of reasons for this;
by this method will be contacted
• Health and safety and security issues
personally and given help and
forwarded to the Police. The information is strictly for use by the Police and relevant agencies to assist in tackling hate
• Disability
All those tenants who currently pay
• Faith
There are a number of hate crime reporting centres
• Sexual orientation
throughout the North West and you can talk in confidence to
• Gender identity
any one of these. For details of your nearest agency or to
• Race
report the incident directly contact your Housing Officer.
support to establish an alternative • The cost of providing this service in
payment method.
comparison to other options such as
At a Post Office At a shop or outlet displaying a Pay Point or Pay Zone logos
The service will be withdrawn from 2nd
Direct Debit and ‘ALLPAY’
January 2008 in order to give residents • The opportunity for staff to focus
plenty of time to sort out an alternative.
on other activities rather than
By telephone (24 hours) 0870 243 6040
spend significant amounts of
Contour’s preferred method of payment
time on collecting cash and
is Direct Debit. If you would like to set up
If you have any queries please do not
banking payments.
a Direct Debit please contact our
hesitate to contact our Customer
Customer Service Centre on
Service Centre on 0845 602 1120
A survey was conducted earlier this
0845 602 1120.
year to get feedback from those
If you would like to get involved with
residents who currently use this service.
You can also pay by any of the
The vast majority already had other
following methods: (you will need your
payment options available for the
Contour payment card as well as
payment of other bills, so for the
method of payment)
the Income Collection iN Panel and have an impact on services like this contact us on our Customer Service Centre number 0845 602 1120.
majority of residents this should not be a problem. The survey was discussed with residents
rd
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Service Changes
Improving Gardeners and Cleaning For a number of years now you have
the fact that around 80 contractors
been telling us that you did not think
were delivering these services at the
you were getting value for money
end of April 2007.
from services you pay for in your service charge and one of your complaints has been the lack of consistency in the level of service we provide across our housing stock.
However, we have responded to your views and the beginning of November marks an important change in the way we will be delivering these services in the
For many of you a significant part of
future. We looked at the cost of
the service charge you pay relates to
providing these services as a whole
the cost of providing grounds
to all our schemes and over the past
maintenance, communal area
6 months along with several resident
cleaning and window cleaning services. Contracts for these services have traditionally been tendered annually on a scheme by scheme basis by Housing Officers. This has led to a fragmented service highlighted by
panel members we have gone through a comprehensive tender and contractor selection process with the aim of: • Being able to demonstrate we are achieving value for money to both
• Involving residents in the selection and award of contracts. • Evaluating tender submissions in terms of both cost and quality.
• The award of larger regional based
• A limited number of contractors
to the procurement Agreement of contracts in the public sector.
Contract area
Communal Cleaning
Cleaning of Windows within
Grounds Maintenance
Communal areas Bolton
Eagle Facility Management
Eagle Facility Management
MITIE Lyndhurst
Oldham/Tameside
Connaught Environmental
Connaught Environmental
MITIE Lyndhurst
Manchester/Trafford
Eagle Facility Management
In Depth Managed Services
Greenfingers
delivering the services. • Operatives who will be working solely on Contour schemes.
Landscapes
• A three year contract term providing price stability in the
Rochdale/Bury
Eagle Facility Management
Eagle Facility Management
MITIE Lyndhurst
Stockport
MITIE Cleaning
In Depth Managed Services
MITIE Lyndhurst
Salford
Connaught Environmental
Connaught Environmental
MITIE Lyndhurst
Macclesfield/Cheshire
MITIE Cleaning
In Depth Managed Services
service charge • Savings in terms of the cost of administration.
• To comply with new rules that applies
different contract regions.
contracts.
services and to the Audit
service across all our schemes
The table below shows which contractor will be operating in the
have been:
service provision and contract
• Achieving a consistent standard of
Contract with just three contractors for each service area.
The key outcomes of the process
you as residents paying for the Commission who inspect us.
From 1st November we will be entering into a Framework
• Contractors providing work
Greenfingers Landscapes
schedules so we will be able to tell you when to expect them on site. • We will have a dedicated contract
Preston/N.Lancs
Connaught Environmental
Connaught Environmental
Distinctive Landscapes
Merseyside/Wirral
Connaught Environmental
Connaught Environmental
MITIE Lyndhurst
Rivers Estate
n/a
Eagle Facility Management
Greenfingers
manager for each contract • The introduction of Key
Landscapes
Performance Indicators as part of the contractors Your ability to provide feedback will form a key part of the contract management
• The Customer Service Centre
further information such as copies of
• Via a feedback page on our website
the service specifications and but in
process and there will be a variety of methods available to you to provide this: • By direct contact through your housing officer
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• Satisfaction surveys
the meantime if you have any questions please contact Laurie
• Scheme Inspections
Samuels on 0845 602 1120 or e-mail
We will be providing all residents with
to laurie.samuels@contourhousing.co.uk
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National Customer Service Week
Estate Management
Cleaning up the
neighbourhood An area which had been highlighted by residents as one that is often blighted by rubbish has been cleaned up by Contour Homes staff as part of National Customer Services Week. The area which is a patch of land on the Rivers estate in Whitefield, Bury isn’t owned by anyone and so means it has become unsightly as time has gone by. The Clean Up Squad, which included Heads Of Service,
Can you help develop Contour Homes Policies?
Local Area Managers and Customer Service Advisors, session with other residents to chat about what should be included in document).
worked for several hours and filled a skip full with rubbish
At Contour Homes we have a variety
if the policy is adequate and if it
and cuttings from overgrown grass and bushes.
of policies which underpin the services
contains the correct methods to tackle
we provide to you and contain clear
many of the issues you have with
information about how staff carry out
regards to your tenancy and estates.
their role.
The group currently have 4 policies
What are Contour Homes Policies and
that they are working on and include:
why are they important to residents?
The Gardens Policy
with a questionnaire to feedback
services to our customers and to get some first hand
A policy document contains information
Contains information on how we deal
your views .
experience of the kind of problems our staff face in doing
on Contour’s commitment to service
with untidy gardens on our estates.
provision and sets out aims for
Garages Policy
you think should be included in the
providing this. For example our Data
Looks at how we let our garages and
policies.
Protection policy contains information
requests from residents to build garages.
The area now looks spotless and some great comments have been received from local residents. Joanne McCabe, Head of Housing Services, said: “National Customer Service Week inspired us to do a ‘back to the floor’ exercise both to show our commitment to providing excellent
their everyday jobs. The idea encouraged staff from our Customer Services to get involved too, as they don’t always get the opportunity to get out and about and to see problems
on our legal requirements as a social
first hand for themselves”.
landlord and your rights to protect and access your personal information. The Estate Management iN Panel is a group of residents and staff who meet to make improvements to the housing management service that you receive. They have been very busy and have
• Be sent information through the post
• Telephone or e-mail us with what
Why it is important for you to get involved? • Gaining your view will help us to tailor the service around residents needs. • You are recipients of the service and
Furnished Accommodation Policy This is looking at how Contour
therefore know how it should be developed.
manages and lets furnished properties. • We want to make sure that the If you are interested in helping with the development of the above, you can in a variety of ways including;
understood by residents and staff,
development with other residents.
nuisance to neighbours and on estates.
Graffiti, squatters, abandoned
group will check that they can be
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and action for pets that cause a
Can you help?
When developing policies the
CONTOUR HOMES
Information on permission to keep pets
helped developed policies to deal with vehicles, domestic violence.
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The Pets Policy
• Attend the iN Panel to help in the
• Attend focus group to discuss policies (usually 2 hour group
policies we develop are clear, relevant and useful documents to Contour Homes staff and residents. If you are interested please contact Gill Long or Janice Thompson on 0845 602 1120
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Av enQuest,
Police Notice…
Area Updates
North Lancashire and Preston
Estate Management Committee
Mick Marrinan of Mark Close, Penwortham
Our new Estate Management Committee recently had its first meeting, which consisted of Local Tenants and Councillors. One of the Committee’s aims will be to
Vehicle crime is an ongoing problem in Avenham. Local residents are reminded to take all valuables with them when leaving their vehicles parked, and asked to
Mick Marrinan has been a Mark Close resident for 28 years! He was one of the first to move into the scheme when it first opened. He recalls “A lot of improvements have been made to the properties since then, we’ve had new doors, windows, kitchens and bathrooms, and it’s really been a change for the better”.
generate local community involvement. However, it will
Over the years Mick has seen many people come and go. He’s
provide a forum for solving problems, and give
always been a valued member of the community and has always
opportunity to tenants to have their say and discuss how
gone out of his way to help his neighbours. Mick even helps an
money is spent on the estate. It will also support and
older neighbour by going to the local shops to collect his
encourage partnerships with other organisations to
shopping. In 2004 in recognition of being a valued member of the
tackle any problems and improve the estate.
community Contour Homes awarded him the “Good Neighbour
report any suspicious activity to the Police via their local
If you are interested in learning more about joining the
Policing Teams, at Preston Police station (203203) or by
Committee, please contact the AvenQuest Office.
Award”. Although well received Mick tells us that he’s “Just doing what any other good neighbour would” Mick enjoys his neighbour’s company and has always got time for
calling crimestoppers on 0800555111.
a cup of tea and a chat, “Mark Close has a strong community
Mick Marrinan
spirit and everyone looks out for one another, it’s such a great
AvenQuest Debt Advice If you have debt worries or are concerned about any money
place to live”.
Creative Festive Frolics
matters, don’t ignore it, we may be able to help. A Debt Advisor will be carrying out surgeries at the AvenQuest Homes Office on a monthly basis, where you can call in (no appointment necessary) and have a chat in strict confidence. Please call AvenQuest 01772 257274 to find out when the next surgery will be held.
The Mural Has Arrived! As many residents will have already noticed we have our very
brightens up the corner of Manchester Road and Queen Street.
own Avenham Mural! Richard Liptrot and Lucy Everitt, who
The colourful painting can be seen on temporary hoardings
both graduated from UCLAN last year, have taken hours to
which currently surround the Queen Street site and will soon be
create the mural, but it was worth waiting for as it certainly
transformed into new shared ownership apartments for sale. Children from Westgate Primary School, stepped up to the challenge to design a suitably festive design for this issue’s front cover. All the designs were great but there could be only several which
runners up (Pictures left to right): Siannah Hull (aged 10),
would be picked by the Contour Homes judging panel.
Zara Bethaney Makie (age 7), Jordan Nicholson (age 9),
The final shortlist was debated long and hard and each of the designs was tried out with our front page layout.
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The overall winner was Callam Jamsarcher (age 9) with 5
Alisha Garner (age 6) and Jordan Herd Donne (age 8). Congratulations to everyone who took part, well done.
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Bolton
Rivers, Bury & Blackburn
Boz Park Fun Day a Huge Success
Out and about As part of National Customer Services Week, staff from the Bolton Office were recently seen out and about on the streets of Halliwell (an area of Bolton in which
The new facilities in Boz Park, Whitefield were
Contour Homes has around 400 properties). Members
the focus for a fantastic family fun day at the
of the public were asked for their views about Contour
end of September.
and what they thought that Contour should be doing
The ball-zone was in use for a variety of
in the area.
sporty activities throughout the afternoon and
Around 80 members of the public completed a short
a dozen gazebos provided shelter for the
questionnaire. Around half of those questioned had
many static displays.
heard of Contour and the majority of those who had
The Martial Arts display included self-defence
heard of us were satisfied with our services.
demonstrations and the breaking of concrete
Respondents were asked to identify three main areas on
blocks with bare hands whilst Bury F.C. Football in the Community team organised
which Contour should concentrate. Residents felt that
football and cricket games for anyone who
the most important areas of work are: modernising
wanted to join in.
existing properties, tackling youth antisocial behaviour
and the Bury Youth Service vehicle complete with computer games on board.. Rivers Housing Association held a balloon race with Lois Rickerby and Eileen Cox releasing over 100 helium-filled balloons. Each balloon had a ticket attached. The swirling wind sent the balloons in all directions with some being found in Bacup, Sale and Rochdale. The one which travels the farthest will win a prize. HEART member Winnie Green was busy pouring cups of tea all afternoon and selling the scones which she had made earlier in the week. Well done Winnie and thanks a lot.
Well over 200 people of all ages enjoyed the
and keeping rents low.
event which was thankfully, blessed with good weather. Information stalls were provided by the Bury
Space invader or inspiration generator?
Catering tutor John Cockhorse managed the bar-b-cue with the assistance of volunteers who had recently attended his catering ‘taster sessions’ on the neighbouring Victoria Estate.
MBC Dog Warden, Environmental Services, Roots and Shoots (Rivers) Allotments, H.E.A.R.T. (Hillock Estate Association of Residents and Tenants), Spearfish Arts, St. John Ambulance, bar-b-cue, the Shuttle Centre Juice Bar, Fire Brigade, local police
Enthusiastic youngsters armed with litterpickers and bin bags helped tidy up the site at the end of what was a very successful day. It is hoped to make this event an annual one so plans are already being made for next year.
Residents of The Mere, Contour’s new housing scheme in Bolton are now benefiting from a radical new piece of public art. The work was commission as part of
Waste Paper Recycle
Bolton’s Per Cent for Art Scheme. All new grant funded housing schemes in Bolton are required to include a
We were contacted by Bury Metropolitan
The decision was put to the
piece of public art funded out of the scheme. The usual
Borough Council requesting permission
vote of our residents, with
amount is 1% of the scheme cost-hence the name-Per
for them to provide waste paper
the decision falling in favour
Cent for Art.
recycling facilities at our scheme of flats
of the majority.
at Hilton Lodge in Prestwich. Residents are divided on their views of the structure with some being impressed whilst others are less sure.
Bury MBC had been approached by
replied, 92% voted they would
However, art is meant to generate discussion and
Peter Clayton (Hilton Lodge Committee
use the facility.
opinion and, for residents of the Mere, this has certainly been the case.
Chairperson) after the idea had been raised by a resident. A location inspection was carried out by the Environmental Team at Bury MBC to see if this would be feasible.
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Of those residents who
Contour Homes granted permission and approximately 1 month later the Waste Paper Bin arrived on the scheme. The recycling is proving a success with
our residents and the Committee members are now under discussions for further facilities to be introduced.
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Middleton, Rochdale & Oldham
Multi Agency working in Oldham Residents in the St Mary’s area of Oldham have been experiencing a lot of antisocial behaviour from local people. St Mary’s estate is a mixture of First Choice Homes and Contour Homes
Avenues and Hollins
Residents get their pants out for real planning
properties. We arranged a multi agency meeting to discuss these issues. An estate walkabout
A ‘Planning for Real’ event took place on Thursday 18th
has taken place to build bridges and improve our
October at the Tenants’ Hall on First Avenue, Oldham
knowledge of the area. Housing Officers from
to ask residents what they would like to see in
both housing organisations have taken up the
Limeside Park.
roles of champion for supporting victims and dealing with the environmental problems. Many improvements have already been made like repairs to street lighting, repairing fencing, the use of anti-vandal paint, removing graffiti, extra police officers and PCSO on the estate.
When a little help makes a big difference
Many residents have enquired about a Homewatch scheme. The week commencing 15th October 2007 until 21st October 2007 was
People had the opportunity to write their comments on mini tops (for good comments) and mini pants (for bad comments) and peg them onto a washing line for everyone to see. Now that we have the newly installed IT suite at the hall we also took the opportunity to ask local people what IT classes they would like and whether there were any other activities they would like available.
‘Not In My Neighbourhood’ week and it seemed
To keep people relaxed we had a reflexologist to hand
Mrs Lucy Woodcock and her daughter Olive have lived at Coldhurst
a good time to launch the meeting for the
and face painting for the kids!
Hall in Oldham for 27 years. During this time they have seen a lot of
Homewatch. A ‘Have your Say Evening’ meeting
changes at the scheme and over the last 3 years many
was held for St Mary’s, which will was attended
improvements. Lucy was having difficulties getting in and out of her
by local police, community safety officers and
flat because of the height of the step and lack of handrails. Contour
housing officers. Residents were encouraged to
Homes assisted with this and made an adaptation to the property
help stamp out crime and have their say. They
which has made life a lot easier for Lucy. Lucy and Olive wanted to
were also given details of how Homewatch can
• 3G pitch
thank Contour Homes for all their help.
benefit the community and help to reduce crime.
• A dog walking area
Residents have been contacted on a regular
• Yoga classes
Westwood
basis by the police and housing officers to
Community Forum
there has been a reduction in the antisocial
Some residents living in the Westwood area may have been visited
together to improve and sustain this.
by an officer from Contour Homes asking you your opinion on your
Below: Diane Santoro, Housing Officer,
local area, what you like about Westwood, what concerns you have.
pictured with the multi agency team
Some of the comments given included; • New play equipment for young children • Bike tracks
monitor the frequency of incidents and to give
• Knitting classes
them support. Residents have informed us that
• IT for beginners and internet training
behaviour on the estate and we are all working
• Plus many more….. The event went really well with over 100 people attending over the course of the day to tell us what they wanted to see on Limeside Park and at the Tenants’ Hall.
This information is for the Westwood Community Forum where a
What we plan to do now is use this information to set up
number of agencies and local residents are coming together to try
taster sessions at the Tenants’ Hall for local people and
and develop what is good in the area and try and tackle what is not
use the consultation to apply for further funding for
so good. If you have not yet had the opportunity so share your
Limeside Park.
views with us, please contact the Middleton Office and speak to Nadeem Iqbal, Assistant Housing Officer on 0845 602 1120
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Manchester, Trafford & Salford
Choice Based Lettings
Stockport, Handforth & Liverpool
New Staff at Stockport
Salford City Council have just launched their choice based lettings scheme. They hope to spread the scheme and to all landlords like Contour and we may be dropping our waiting list for the Salford area in favor of this scheme. Salford are prioritising their applications into 4 Bands. Band 1 will be for priority cases such as people who’s homes are compulsory purchased to make way for regeneration. Band 2 will be for people who are vulnerable. That could mean people living in sheltered housing, people in supported tenancies, people who are at risk of losing their home because of their behaviour, people who get in to rent arrears. Bands 3 & 4 are for people with any other housing need.
Hello my name is Gwyn Lloyd and I am the new Assistant Housing
Salford is one of the last local authorities to develop a choice based system. Salix Homes and New Prospect, Salford’s ALMO’s are already seeing a benefit with reduced turnaround times. We and other providers are starting discussions with Salford to join the scheme. From the customers point of view the scheme is more transparent and accountable. You also get to choose what you want and see the outcomes of all advertisements. We think it will be better for [providers and customers and welcome your views. Contact Taranjit Dosanjh, Housing Services Manager, on 0845 602 1120
looking forward to the challenges ahead.
Something for the kids to do Across Broughton nuisance and antisocial behaviour are
Broughton but to also start to think about new activities that are
constant themes that come up at events and feedback from
required. We want to get together with the right people to make
residents. At community consultation events residents want to
them happen. The group includes Salix Homes, Contour, Irwell
see action being taken against people who cause problems in
Valley and Space Housing and Salford Youth Services. We
the area. We already have a structure in place with agencies
want more people to get involved as we need you to help to
coming together to try and address hot spots and individuals
bring resources into the area.
who cause problems. But residents also want to see constructive activities made available for young people in Broughton. All the agencies working across Broughton want to develop a twin approach to dealing with nuisance. Yes there has to be enforcement action taken against people who make residents lives a misery but will also need to make sure that activities are in place for local people to channel their energy into more constructive behaviour. Over the last 12 months Broughton landlords and Salford’s Youth Service have been meeting to play their role .We have started to map out what sort of activities are in place across
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If you are willing to get involved please contact Taranjit Dosanjh, Housing Services Manager on 0845 602 1120.
Officer for Stockport and Tameside. I work alongside Sue Oates on all aspects of estate management including letting properties and dealing with neighbour nuisance. Another part of my job is to carry out scheme inspections and this has given me the opportunity to meet a number of residents at various schemes recently. Please say hello to me the next time I am on your scheme. I am really enjoying my new position in Contour Homes and I am
Gwyn Lloyd
Contour Continues with Respect Housing associations on the Wirral including Contour Homes have signed up in force to the government's RESPECT Standard for Housing Management as part of a Wirral Consortium. The Standard is aimed at registered social landlords. Those who sign up are making a public commitment to deliver good services to help stop antisocial behaviour (ASB) and create a culture of respect. A number of the landlords involved have already signed up to the Standard as part of their national or regional organisations, however they have been seeking locally to ensure that the opportunity for closer working to tackle ASB is seized upon and have been working closely with Wirral Antisocial Behaviour Team to form a local RESPECT Consortium.
key resident representatives connected to their respective organisations. Councillor George Davies, Cabinet Member for Housing & Community Safety, was the keynote speaker at the event, noting the importance of the commitment the landlords were giving and congratulating those involved.
Caroline added: "The Consortium of 18 registered social landlords and Wirral Antisocial Behaviour Team, will regularly share information and intelligence relating to antisocial behaviour. We will seek to focus collectively on elements of the government's drive to tackle ASB and promote respect, sharing best practice and developing combined
Caroline Laing, Manager of Wirral Antisocial Behaviour Team, stated: "The event was a landmark. Whilst a lot of good work has been done to tackle ASB and promote respect, the event was an acknowledgement that greater benefits would be reaped by working more closely together.”
activities and initiatives. The Consortium will also support smaller landlords who do not have the resources of the larger landlords to tackle ASB.” Below: Paul Latham, Housing Officer, pictured centre (with light mauve tie) with Wirral RESPECT Consortium
The event at Wallasey Town Hall hosted by Wirral Antisocial Behaviour Team, saw eighteen housing associations including Contour Homes who manage properties within Wirral, sign-up to the Standard. The commitment given by a number of landlords was witnessed by
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Supported Housing
Sheltered Housing
Supporting People With Learning Disabilities. Contour Homes works in partnership with a variety of
which I use to get out
agencies to provide quality accommodation with support to
and about, like on this
clients with learning disabilities. This article shows
occasion recently when
examples of this important work and the positive effect it
I went to the steam
has on people’s lives.
railway at Ramsbottom,
We would like to thank Graham Powell who has written an article for this newsletter. Graham lives in one of Contour Homes’s supported Houses in Accrington.
trains are my favourite. I need help with certain things but I am very proud that I make the
“Hi, my name is Graham, I live in a Contour Homes property
decisions about my life, then people help me to achieve
with my friends in Accrington. I enjoy living here as I know a lot
them. I am looking forward to starting a new further
of local people and the area well. My house is specially adapted
education course locally soon which will also enable me to
for me which makes life easier, I also own an adapted vehicle
re establish some past friends/workmates.”
Warwick Mews Contour Housing Group has been working
providing respite care for up to 5
in partnership with Cheshire County Council
residents. Many of the residents have
since 2002 to provide high quality homes
been rehoused from their existing home at
for people who have learning difficulties.
The Willows on Park Lane, Congleton
Contour Homes provides the
Some of the residents also have
accommodation and staff from Cheshire
physical disabilities and require
County Council’s Social Services
adaptations to their home. The photo
Department provide the support.
shows a typical bathroom with
Warwick Mews is one of the new build
what is called an assisted bath.
schemes. The accommodation developed
This helps people who cannot
provides for 39 residents with learning
get into a bath or bathe
disabilities in five x 4 bed bungalows and
themselves unaided.
10 flats. In addition there is a bungalow
The tenants settled into Warwick Mews
Judith Winterbourne, Contour
very quickly, and love living in their new
Homes Managing Director.
and spacious accommodation. An
Promoting sheltered housing to a wider audience We have recently been undertaking a spate of promotional work on our schemes with a series of open days and other events. We have been running events in Bolton, Blackburn and Rochdale. The idea behind these events is to try and let more people know about sheltered housing and what it can offer people. Many people still think that sheltered housing is the same as a nursing home and are unaware of what can be on offer. This is particularly true amongst some of the communities in which we work. In some arrears there is probably an over provision of sheltered housing and so we have to work harder to attract people to our schemes. Unless we are able to get the message across to more and more people about the benefits of sheltered housing we will have problems with flats being empty for longer periods. In Bolton we ran an event at Spinningfields on 17th October to try and overcome this problem. Zubeda Sufi had spent some time before the event working within the local Asian Community. We sent out invites to lots of different agencies and spent time developing promotional material. On the day the whole Bolton team were available to answer questions about the schemes they managed and to promote sheltered housing. staff from other organisations such as the police, befriending services, social services and Asian Elders all popped in to see what was happening . We wanted to target other professionals as much as potential applicants so they could spread the word about sheltered housing.
official opening ceremony was held earlier this year. One of the residents, Julian Bramhall, proudly performed the cutting of the ribbon ceremony, watched by most of his neighbours. He was ably assisted by
The day was a real success in terms of opening some people’s minds to what sheltered housing was all about and this is a selection of the feedback we collected “I work as a GP in Bolton and would certainly consider recommending Sheltered Housing to maintain patients independence” “yes I know understand it can be for able bodied and independent people” “I was very impressed by the quality of the flats and facilities and the whole unit” “I will recommend to my service users” “much more available than I realised” There were lots of comments about being made to feel welcome and the day had been very well organised. Its something that we definitely need to do more of to ensure that we get the message to people about what sheltered housing has to offer. If you know someone who might be interested in moving to sheltered housing or want to find out more about it then why not ask them to contact the Sheltered Housing Team on 0845 60120
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t n e m e v l o v n I t n Reside
Residents
Reconnecting with
Contour Homes Residents’ Groups The Resident’s Group Review Day was run on Thursday 18th October at Unsworth Cricket Club, Whitefield, in the main for the Contour Homes Resident Involvement Team to reconnect with the Resident’s Groups but also to: • Get an update on progress of resident groups • Opportunity for resident groups to share ideas about what works in their area • Provide up to date member and officer contact list to Contour • Provide details of developments to the Resident Involvement Team • Provide us with information on support needs of the groups • Understand their training needs (in order to develop the training programme) • Opportunity for you to gain details of new Residents Group Yearly MOT system • Help the Resident Involvement Team develop the Resident Group Starter Pack
Team providing details of developments to their role and how
positive. As a result we have decided to make this a regular
we will support residents in the future. The group were then
Association for their Multi Use Games Area project – which
event. The next one will be run on Thursday January 17th
divided into teams to run break - out sessions. Attendees
was a multi-use games complex for local people, in which
2008 at Unsworth Cricket Club and quarterly there on.
were provided with the famous Unsworth buffet followed by
they managed to gain £20,000 external funding towards
the “Round our way” session which allowed residents who
the project.
had set up key projects in their area to work their way round • Decide on definitive role of residents groups
• Best community project went to Spath Lane Residents
the groups to discuss their achievements and share your
• Most active group – Was awarded to Coldhurst Residents Association in Oldham
For those that did not attend in order to get recognised as a group by Contour Homes,to be eligible for your yearly grant of £200 and receive support in the future, we need you to complete a Residents’ Group Review Questionnaire and send
• Provide attendees details of the Bonus Grant Scheme
ideas with others - in a speed dating style!!!
In order to deliver all of the above we put together an agenda
The session was followed by various workshops and lastly
that allowed us to gain all the information but aimed to break
but not least Residents Group Awards were awarded to give
Thank you to all of the groups that attended and in total we
0845 602 1120 or resident.involvement@contourhousing.co.uk
it up into bit size chunks!!
recognition to the achievements of various groups. See
had representatives from 16 different residents groups there.
or Freepost RPAU-JBLE-CUJX, Quay Plaza 2, 1st Floor, Lowry
The day began with the Contour Homes resident Involvement
below for details of winners on the day and categories:
It was a great day and feedback on the event was very
Mall, Salford Quays, Salford, M50 3AH
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• Longest running group – Also went to Spath Lane Residents Association who had been running since 1998.
back to us as soon as possible. Contact the Resident Involvement Team for further details:
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23
One Call Job Done
Resident Involvement
Resident Involvement Feedback Your feedback, Contour’s Response How your feedback has improved services At Contour Homes you require a variety of ways for you to provide feedback on the services you receive from us. We have a Menu of Opportunities that contains all the ways to ‘get involved` and ‘have your say’. This ranges from Service Review iN Panels (makes improvements to each service), Residents’ Groups to the Residents’ Conference. The Resident Involvement Team at Contour Homes also has a Consultation Guidance Procedure for all of our staff. This encourages staff to consult with residents and get their view on work that is being developed like ways of providing a service to residents and the policies and procedures that help to deliver them. Please see below for feedback on how we have responded to your
Repairs Conference The second Contour Homes Repairs Conference was held in October at the Monton House Hotel, Eccles. This was the follow on conference from the one held in March 2007 and this time involved about 85 representatives with residents, contractors and Contour staff. In the morning, presentations were made by Steve Partner, Head of Maintenance Services for Contour Group and by each of the four main contractors; Mono Services, Jackson Lloyd, DLP and Preston City Works. There was also a briefing from Stephen Everitt, Contour Housing Group Procurement Manager about the process for tendering new contracts. The theme of the seminar was, First Class Repairs, and a report was circulated showing what had been done since the last conference in the form of “You said, we did”. In the afternoon, six workshops looked
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at the report to see if actions taken had made a difference and workshops then went on to put forward ideas to help Contour provide a first class repairs service. These will now be pulled together in to a series of actions and improvements. Residents in particular were positive about the way the service is being developed with contractors being complimented for making improvements since the first conference, and everyone who attended contributed in an open and positive way and was able to learn from the views and experiences of others. Steve Partner, Head of Maintenance Services for Contour Housing Group said: “This was my first Contour Housing Group Repairs Conference and I was really encouraged by the positive message that came out from the event.” “Residents acknowledged that improvements had been made but
Contour staff and Contractors agreed with residents that there is still more to be done before we can be judged as providing a first class service.” In the next edition of iNside we will provide the details of the action we are taking to improve our service. Len Lloyd, a resident from Stretford said, “It was a very well run conference. It was very informative and good to have feedback from all areas, from staff, from residents and from contractors. It was also encouraging to see that contractors are genuinely eager to perform better and finish jobs efficiently.” Joan Winston, resident from Bury, expanded on this, “it was interesting to compare performance, the biggest contractor wasn’t necessarily the best. DLP was one of the best although it was also one of the smallest. As residents we could also see how the whole process worked and how as residents we can impact on the service too.”
views on services.
Your feedback
Service area
We did…
You said that you did not have enough security on your estate and would like a further CCTV camera installing within a blind spot.
Housing Services Bolton
We have received quotes for extra CCTV, which we will install in due course.
You said that you had constant issues with youths on the scheme who were causing a nuisance and being disruptive to other residents.
Housing Services Middleton
We arranged meeting with tenants asap to capture details of issues and put in place security improvements.
You said that you residents groups wanted gain further support from the Resident Involvement Team regardless of changes to their role.
Resident Involvement
We have set up Quarterly Resident Group Review Days to capture issues and fully support our groups.
You said that you were unhappy with many of the contractors used for gardening, cleaning of communal areas and window cleaning and that they varied in quality and cost from area to area.
Procurement Services
We have changed the way in which we award and manage service contracts, which were traditionally tendered for on a scheme by scheme basis. We have narrowed this down from 80 approved contractors 7. This will allow us to: • Demonstrate we are achieving value for money to both you as residents paying for the services and to the Audit Commission who inspect us. • To achieve a consistent standard of service across all our schemes.
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lifestyle
Recipes
Chocolate Truffle Snowballs Makes 16-18
2. Whisk until the mixture is light and shiny. Put a single
Fun and Puzzles
Christmas wordsearch Cut out and send in your completed wordsearch to us and you could win £50. Remember to include your name and address (and phone number if you have one). The address is: Paul Adamson, Contour Homes, Freepost RPAU-JBLE-CUJX, Quay Plaza 2, First Floor Lowry Mall, Salford Quays, Salford M50 3AH
layer of balled teaspoonfuls of the mixture on the lined
Ingredients:
baking sheet. Freeze until firm (about 1 hour).
For the filling: • 85g dark chocolate (70 – 76% cocoa solids)
3. For the ice cream: Shake the coconut cream in its tin or
• Baubles
• Sherry
• Presents
• Turkey
• 35ml double cream
carton so that it is well mixed. Whisk the cream until it
• Blitzen
• Figgy pudding
• 2tbs rum (optional)
forms soft peaks, add the ground coconut, coconut
• Rudolph
• Carols
cream and sugar, and stir gently. The mixture should be
• Peace
• Decorations
quite thick.
• Father Christmas
• Christmas tree
• Crackers
• Candles
• Sprouts
• Stocking
For the ice cream: • 75ml double cream • 25g desiccated coconut, ground
4. Take the chocolate balls out of the freezer and stick each
• 40ml coconut cream
with a cocktail stick. Holding the chocolate balls with
• 25g caster sugar
cocktail sticks, dip each one into the ice-cream mixture
D S E L D N A C O S S H L A U
B A U B L E S S B T P E R E T
B M A S U C C H U L U N S A N
I T L N R A H O O T I N S T D
O S T A A E R D A C O T E S I
F I G G Y P U D D I N G Z H P
R R T U S R L A T E R A L E P
C H R I S T M A S T R E E R N
S C I I T S R E K C A R C R R
P R C T O O R D T A E A Y Y N
O E F H C P R K T R E T E E O
E H Y E K R U T I O E N F A K
N T D H I N E S E L Y O E N S
N A T O N H K L E S R R T S B
O F A E G S D T D L T E T E M
and coat them using a spoon, then replace onto the lined
To coat (optional):
baking sheet. Leave the cocktail sticks in for people to
• 100g white chocolate
pick them up with.
Method: 1. For the filling (chocolate balls): melt the chocolate in a small dish sitting over a pan of simmering water. Making sure the bowl doesn’t come into contact with the water. Warm the cream in another small saucepan until just
5. Return to the freezer and freeze for an hour or until firm. The snowballs can be then served in little cases, or
Spot the difference for kids…
dipped in melted white chocolate and returned to the freezer for another hour first. Serve straight from freezer.
warm then stir in the melted chocolate. Leave to cool a little. If you are using rum stir it in now.
Spot the 10 changes and you could win £25 in gift vouchers. Ring the differences then ask an adult to cut out and send in your entry to the address below. Remember to include your name and address and your age. Contour Homes, Freepost RPAU-JBLE-CUJX, Quay Plaza 2, First Floor Lowry Mall, Salford Quays, Salford M50 3AH
Last Issue Winners… The Winner of the Spot the Difference was Saba Ameerat from Preston. The Winner of the Wordsearch was Eric Jones, also from Preston
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If you have any difficulty reading or understanding this publication, we can provide this copy in large print, Braille, recorded onto tape, or you could request a translation. Please contact our Customer Service Centre on 0845 602 1120 or mail@contourhousing.co.uk
Contour Homes would like to express their appreciation to the following people, without whom this Magazine would not have been possible: Joan Winston, Len Lloyd, Malcolm Shaw, Alan Lancaster, Graham Powell, Lucy Woodcock and her daughter Olive, Mark Marrinan, and of course pupils and staff at Westgate Primary School. If you have a comment about the Magazine, our service to you, or any housing related subject we would be delighted to consider it for publication in a future issue of iNside. You can send your contributions to Paul Adamson at Contour Housing Group Limited, Quay Plaza 2, First Floor - Lowry Mall, Salford Quays, Salford M50 3AH. Alternatively you can email them to paul.adamson@contourhousing.co.uk Please, don’t forget to include your name, address & telephone number.
Head Office: Quay Plaza 2, 1st Floor - Lowry Mall, Salford Quays, Salford M50 3AH. Tel: 0845 602 1120. Fax: 0161 745 9393 www.contourhousing.co.uk Contour Homes is an industrial and provident society (registered No. 23607R) with charitable status. A member of the Contour Housing Group.