Contour Homes iNside Magazine Christmas 07

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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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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

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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

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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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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.


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