South Staffordshire Housing Association — News Extra Autumn 2018

Annual Report special • Annual Report special • Annual Report special

newsextra Autumn 2018

Important news, advice and information for customers of South Staffordshire Housing Association

How family life came full circle in this home page 8

Win an

iPad See page 2 2 for details

Award-winning services page 5

Beating bogus callers page 9

Fundraising joy page 20

Autumn 2018 | News Extra 1

Meet the team • Meet the team • Meet the team • Meet the team • Meet the team

Sarah Roberts

Quality assurance officer Sarah joined customer services in 2014, having already gained experience as a temporary advisor within the team. With a busy working life and a small daughter to look after, Sarah likes to unwind with Pilates or by getting out into the beautiful Cannock Chase which is almost on her doorstep.

This year Sarah took on a new role as quality assurance officer. She’s part of the Group’s drive to provide an even better service to customers who need to get in touch with us.

“We have always looked at how successfully we deal with customer enquiries,” she says. “Now, though, we are making some really important changes to the way that we measure the quality of that service to bring it into line with the things that matter most to you. So our advisors will listen carefully to your enquiry, checking their understanding of more complex issues. They will try to avoid jargon and they will work with you, where possible, to find solutions. Our focus is very much on what we CAN do, not what we can’t do.

“We have to operate within cost constraints and housing association policies. But we will always do our best to find alternative solutions.”

Sarah’s new role is part of the Group’s investment in customer service. The new standards were established with the help of customers who told us that getting the right answer and obtaining clear

information straight away was more important to them than how quickly their call was answered.

Members of the customer panel carried out their own checks on recorded calls and described the results as “Better than anything we have had before.”

Customer service is hugely important to Sarah.

“I’m passionate about great service and I know how hard we work to get things right. When I call another organisation I expect the same quality service. I have high expectations and get frustrated when the advisor doesn’t seem to be listening to me or trying to understand my enquiry. I think I’m probably quite a demanding customer!”

Take a look at the way that we are measuring the quality of our customer service in our annual report to you on pages 15-18 of this magazine.

Important information: closure of our offices at Christmas Our offices will close for Christmas on Friday 21 December 2018 and reopen on Wednesday 2 January 2019.

Our out-of-hours service for emergencies will operate as usual throughout this period. You can access this service by ringing the regular customer services enquiry number 01785 312000.

The out-of-hours service is available for you to report emergency repairs. Emergency repairs are classified as things that present a health and 2 News Extra | Autumn 2018

safety risk and/or cause real danger to people or property.

If you receive personal, planned care from Care Plus then this will continue as normal during the Christmas holiday. If you have any queries you can contact staff on 01785 312102.

If you live in our retirement living accommodation then you will be able to contact local officers during working hours. In an emergency on Christmas Day, Boxing Day or New Year’s Day, call 01785 312000.

Top marks for Housing Plus Group Housing Plus Group has welcomed the news that it has achieved the highest regulatory grade, following an In Depth Assessment (IDA) by the Regulator of Social Housing confirming that it is a well governed and financially strong organisation.

In a regulatory judgement the housing provider retained its top rating for Governance (G1) and Financial Viability (V1).

The grading comes at a time of viability downgrades across the sector. In November 2017, Homes England forecast that the number of housing associations with the second highest rating (V2) is set to rise by around half.

Following that analysis a string of social landlords have been downgraded by the regulator.

Housing Plus Group, which includes South Staffordshire

Housing Association (SSHA) and Severnside Housing in Shropshire, says its top rating reflects continued strong delivery of homes and services since merger in 2016.

“Achieving top grading again, at a very challenging time, is wonderful news,” said chief executive Sarah Boden. “It is the result of hard work and dedication from our board, the executive team, colleagues, our involved customers and everyone who is so committed to making a difference to people and communities in Staffordshire and Shropshire. I am enormously proud of them all.”

Housing Plus Group manages 12,000 homes in towns and villages throughout the neighbouring counties of Staffordshire and Shropshire and has committed to developing more affordable homes for local

communities. The Group is already on site building 173 new homes and has confirmed that discussions with landowners and developers are at an advanced stage to offer around 1,000 more homes for affordable rent and shared ownership.

“We are in a financial position to undertake this scale of development and to maintain high levels of investment in improving the homes of our customers because of the success of initiatives such as our Fair Landlord framework and the introduction of new kinds of housing solutions including market rent and outright sale,” said Sarah Boden. “By working more efficiently and creating new sources of income, we can do so much more to support local communities.”

Read the judgement in full on the regulatory website www.gov.uk/government/ publications/regulatory-judgement-housing-plus-group-limited

Making a complaint and giving us your feedback Everyone at SSHA and Care Plus tries to give you the best service possible. There may be times when you feel this hasn’t happened. If so, we want to know about it. That way we can make sure that we are providing the best possible services in the future.

If you want to say ‘well done’ to someone in the Group or you would like to pass on

suggestions to improve our services, get in touch.

We have a policy to help us deal with complaints and feedback from our customers. The policy has been rewritten this summer, with members of the customer panel taking the lead on the project.

The new complaints and feedback policy is clear, easy to understand and sets out what you can expect from us when you get in touch, including: }} Response times }} The kinds of things which are not covered by the complaints procedure }} How we manage a complaint }} Options to take a complaint further

You can find all the information you need about making a complaint and sharing your feedback on our website at www.ssha.co.uk/contact-us/ compliments-and-customer-feedback Autumn 2018 | News Extra 3

At home in River View River View is our latest retirement living community.

The light, bright development includes apartments for rent and shared ownership for people aged 55-plus. It has been marketed by Severn Homes, part of Housing Plus Group.

One of the first people to move in to the new building was Thelma Brewis. We met up with Thelma to find out how she is settling in to her new home.

“I have been ‘retirement living’ for a long time but this is my first experience of living in this kind of environment.

“I watched River View being built and I always knew that I wanted to live here. I’ve settled in nicely and am very happy. I have been going to the coffee mornings and meeting up with my neighbours in the lounge

for a chat, which is lovely. It can be very lonely in a house with nobody around you. Living here, I never have to be alone.

“The thing I loved about moving to River View was that I was able to bring my dog, Jake. Jake made himself at home straight away. He is very relaxed and absolutely loves the fuss he gets from all our new neighbours.

Without him I could be a bit shy but he makes it easy to talk to people because everyone wants to stroke him.

“Kathryn, who is our retirement living officer, also helped us feel at home. She has worked tirelessly to create a new community at River View. Jane is the caretaker. She takes away all the worry about any odd jobs that need doing and the corridors and communal areas are always kept spick and span by our cleaner, Nese.

“I am very happy with my decision to move into River View.

Retirement living is everything I hoped it would be.”

There is still time to snap up one of the last remaining apartments available for shared ownership at River View. See the advertisement below for contact details.

For sale

Retirement living apartments in Penkridge Sold on a shared ownership basis.

Please contact Bagshaws on 01785 716600 or visit www.bagshaws.com 4 News Extra | Autumn 2018

Success at the double for customer support teams Colleagues across Housing Plus Group have been celebrating news that they have been shortlisted in the Women in Housing awards 2018. The Building Better Opportunities (BBO) and At Home Care teams are both in the running for the Customer Service & Support Award.

Our double recognition in the Customer Service & Support category is fantastic news because it underlines the importance that we – as a not-for-profit landlord – place on supporting people and communities.

The BBO team The BBO team in Shrewsbury reaches out to people who are most at risk of social exclusion, helping them move closer to work.

while a further 32 have gone into education and/or training and 11 are currently engaged in voluntary work or work placements.

The Care Plus At Home team This wonderful team makes an enormous difference to people and families and achieves amazing levels of customer satisfaction.

In the winter of 2017-18 we experienced some of the worst weather conditions in memory.

Many people stayed in their homes as much as possible, avoiding the below-freezing temperatures and dangerous

conditions. Not our fabulous carers though!

In the midst of a blanket of white outside local windows, you could still spot the familiar pink of Care Plus uniforms. Our carers dug their way through the snow, often helping other drivers along the way and made sure their care calls were made.

It was a true team effort with some staff deciding to sleep at our schemes to make sure they were available for the important care they provide. Even their partners and friends got involved, using their 4x4 vehicles to transport carers around South Staffordshire.

They offer support at job clubs and local drop-in sessions, providing help with CV writing, interview techniques, job searching and applications.

In the last year, they’ve worked with more than 100 clients. Of those, 18 are now in work

Members of the Care Plus team at the Housing Heroes Awards 2018.

In MORE award news for your housing association... }} The Care & Support, Repairs & Maintenance and Communications teams were all showcased in the national Housing Heroes Awards }} The 2016/17 annual report was shortlisted for a TPAS prize in recognition of the way that our tenants participated in its production.

}} The Group was a finalist in three categories of the National Inspire Awards.

We were shortlisted as Most Inspiring Housing Association, Most Inspiring Employer and Amy Griffith, senior operations manager with Property Plus in Shropshire was recognised in the Most Inspiring Rising Star category.

}} Our Finance team is in-line for the Team of the Year award in the West Midlands Finance Awards }} We have been shortlisted in TWO categories of the national 24 Housing Awards, recognising the quality of our Care Plus at Home and Repairs and Maintenance services.

Autumn 2018 | News Extra 5

Investing in communities Supporting neighbourhoods We have committed to investing £1m upgrading facilities and improving the safety of residents in retirement living communities in Staffordshire and Shropshire. This summer, as part of a £300,000 project, a new lift has been installed in Shrewsbury’s Cross Hill Court.

The lift replaces equipment installed during the construction of Cross Hill Court in 1980. The lift was becoming increasingly unreliable and repairs were more difficult as parts became obsolete.

“The old lift was regularly out of order and it was also hard to access for people using wheelchairs or mobility aids because the entrance doors had to be opened manually,” explained Les Clarke, director of care and support.

for mobility scooters. New fire doors and an improved alarm system have already been installed.

“A lot of improvements have been taking place at Cross Hill Court and we recognise that this has meant some inconvenience for customers. We have done everything we can to support residents through this process and I would like to thank them for their patience. I am sure that, when all the work is completed, they will be delighted with the results,” said Les Clarke.

Extensive refurbishment work is also underway at a number of our other retirement living schemes including Pinfold House in Cheslyn Hay, Vine Court in Cannock and New Park House in Castlefields.

6 News Extra | Autumn 2018

As you will see from our annual report to you on pages 15-18, we are investing more than ever before improving homes and communities in Staffordshire.

We are a not-for-profit landlord, committed to using the rent paid by customers to make a difference to customers, families and neighbourhoods.

“The new lift has been madeto-measure for the building. It features automatic doors and a speech module, making it more user-friendly for people with visual impairment. It is an investment in the comfort and safety of our residents and their visitors.”

Following lift replacement the improvements at Cross Hill Court are continuing with an extension and upgrading of the community kitchen, redecoration of the lounge facilities and the creation of recharging and storage points

That’s not all…

Last year across the Group, we:

“The workmen have been fantastic, never leaving an y mess overnight. They are all very friendly, able to have a lau gh and a joke with them.”

— Hazel James, New Park House residen t.

}} Built 237 new homes – that’s our highest ever number }} Installed more than 360 new kitchens }} Fitted 544 new bathrooms }} Invested more than £8m in home improvements

A facelift in Lamb Crescent SSHA is investing in repairing, maintaining and improving your homes.

We are doing more than spending on bricks and mortar; we are improving neighbourhoods and supporting communities. A great example of that can be found in Lamb Crescent, in Wombourne. This summer the Property Plus team has been hard at work bringing about a transformation of one of the blocks of apartments in the area.

The team has improved the grounds and upgraded communal areas, with new flooring on the ground floor, stairs and landing, new doors and a smart new barrier mat.

Thoughtfully, the team also moved the bin store from the back to the front of the building, removing the need for the bins to be moved through the communal spaces.

Housing Services manager Sam Allcott explained that the block had been highlighted as somewhere tenants took a pride in where they lived.

“We were really pleased that we could support these good neighbours,” she says. “It gets to the heart of what it means to be a Fair Landlord and has made a big difference to the block.

It’s a cost-effective use of our resources to benefit a whole community.”

Learn more about the difference we make in this area by reading our annual report on pages 15-18.

You can also find out what that means to customers by watching this inspiring film youtu.be/FQq9In_jSuE

Review for fairer service charges We want to give you the confidence that the service charges you pay are accurate, fair and good value.

That’s why we are currently undertaking a review of all our service charges.

We recognise that there have been some inconsistencies for customers in different parts of our Group. When we merged to form the new Group we made a commitment to you that we would work to ensure that customers received the same services, quality and value from us wherever you live.

The review of service charges is one of the ways that we are keeping that promise, ensuring that service charges are applied fairly for all our customers.

Some charges might now be obsolete or need updating. The service charge review will make certain that service charges are correct, fair and consistent.

Our aim is to make sure that we cover the cost of the services we provide and that customers receive value for money.

We are taking time to carefully review charges and to ensure that customer groups are

involved in that process. We expect that some service charges will be removed or reduced. Where charges haven’t been applied fairly, some customers might see new charges introduced.

We are doing this to be FAIR, to ensure that customers receive VALUE for the charges you pay and to maintain the SERVICES AND SUPPORT that we provide.

What happens next?

The review of service charges is taking place now. Look out for more information in the rent review letters that you will receive in March 2019. Updated service charges will be introduced in April 2019.

Autumn 2018 | News Extra 7

Katie goes back to her roots in Kinver When Katie Pearson was invited to view a family home in Kinver, she had no idea that it was a property with very special memories for her family.

“The day I got the call about the viewing I called my nan to tell her the good news,” explains Katie.

“When I said that the home was in Kinver, she asked about the address and that’s when the penny dropped for all of us.”

Katie and her family were about to visit the home which had been first occupied by her grandparents Ken and Roz when it was built half a century ago.

“They had always said that it had been a very special place and that their biggest regret had been moving away from Larch Close. It felt as though it was somehow meant to be that we would make our own home in the same house.”

As soon as Katie, her fiancé Scott and children saw the house, they immediately knew that they wanted to move in.

“This is our forever home,” said a delighted Katie.

8 News Extra | Autumn 2018

“We are already making it ours by redecorating every room and thinking about what we want to do with the gardens. SSHA have told us that they will be fitting a new kitchen and bathroom, too, which will be fantastic.”

Katie has four children aged 12, seven, six and one. “The boys soon made friends in the area and absolutely love it here. We are surrounded by countryside and really close to the river – my son has already been fishing!

“Everyone has been so friendly and welcoming, we felt at home straight away. Some of the neighbours still remember my grandparents and nan is convinced that my grandad who always loved this house, somehow made all this happen for us. She still lives nearby and regularly visits.”

Neighbourhoods director Jan Goode said: “This is such a wonderful story. We were so pleased to have been able to help a new generation of Katie’s family make this house their home. I hope that they will be very happy there.”

Beware bogus callers If anyone tries to gain entry to your home or if you are suspicious, call our customer services team (01785 312000) or the police (emergency calls, 999; non-emergency calls, 101).

Always check the identification of any callers to your home.

Photographic identification provided by any organisation, should always have a phone number you can call to check their identity.

Visitors to your home

Telephone calls

All our staff and contractors carry photographic identification badges. Each badge has our or our contractor’s logo, the staff member’s name and a telephone number printed on it.

When you telephone us, we ask you to confirm your identity.

We do this by asking for information like the password on your account, your date of birth or national insurance

number. Remember, we hold this information for your security. If you receive a telephone call from someone who says that they are calling from SSHA or Care Plus, be security-savvy by asking them to confirm their identity.

Ask the caller to give you one of the personal details that we hold – for instance by correctly telling you your date of birth.

Keeping your data secure We have to collect information from you to help us provide homes and services. We work hard to only collect the information we need, to use it appropriately and to keep this as secure as possible.

The law concerning data protection changed in May 2018 with a new Data Protection Act 2018 and the General Data Protection Regulations or GDPR. We did a great deal of preparation ahead of these changes; so that you can be assured that your data is safe.

We have also created a central area online which contains our privacy notice, tells you more about your rights and explains how to contact us with queries and questions. You can find all this information on the Housing Plus Group website and use this area to make any requests, such as to see the information we hold about you.

If you contact customer services you will be asked security questions; this is an important

part of keeping your data secure so please don’t be offended by this.

Staying safe online It is estimated that £670 million is lost each year by victims of online scams.

There are some steps you can take to boost your cyber security.

Step 1: install security software including anti-virus, antispyware and firewall.

Step 2: keep your computer updated.

Step 3: protect your wireless network. See the instructions that came with your router to see how to make your network more secure.

You can protect yourself when you are online shopping, too. }} Choose online retailers with a good reputation

}} Look for full contact details – a reputable company will include this information on their website }} Use the same credit card for internet transactions only. If something goes wrong, you can cancel this card.

These organisations offer advice on cyber security: Age UK provides information on phone scams, cold calls and nuisance texts.

Citizens Advice has tips on reducing the chance of scammers obtaining your personal information.

Action Fraud is the UK’s national fraud and internet crime reporting centre. The service is run by the City of London Police working alongside the National Fraud Intelligence Bureau.

For all the details you need about how we keep your information safe, go to www.housingplusgroup.co.uk/ data-protection Autumn 2018 | News Extra 9

Meet the team • Meet the team • Meet the team • Meet the team • Meet the team

Jim Smith

Digital marketing and communications officer Jim joined Housing Plus Group in August 2017 to help introduce new ways for customers to get in touch with us and to work on an exciting project to make our websites more customerfriendly. When he’s not hard at work on our social media channels Jim loves to be outdoors, mountain biking and kayaking.

“I was really keen to join a forward-thinking team in an organisation with a strong social purpose. It’s an opportunity to make a difference for our customers, giving people more choice about the ways to contact us and preparing for the launch of new functions on our websites.

“We completely understand that some customers like to visit our local offices, telephone our customer service advisors and read important information in print. We are not going to change any of those things; it’s about responding to the growing number of people

Do YOU want to do more digitally?

Make sure that we’ve got your current email address so that you can receive this magazine, our new e-bulletins and other information by email.

Look out for news about the launch of NEW digital services on our websites, coming soon!

10 News Extra | Autumn 2018

who expect to be able to access information 24:7, read news on their mobile phones and find the answers to their questions on social media.

“We’ve grown our presence on Facebook and Twitter. If you haven’t already, give us a Like or Follow for up-to-theminute news, information and advice and to message us with enquiries or feedback.

Severnside Housing, Care Plus, Housing Plus Group, and South Staffordshire Housing Association are all on Facebook.

“South Staffordshire Housing Association is our newest page on Facebook, going live this summer.

“If you use Twitter, you’ll find the same accounts there.

“Almost half of all customers have chosen to receive News Extra direct to their inboxes, cutting down on paper, reducing costs and meaning we have more money to invest in homes, support services and home improvements.

We have also introduced new e-bulletins, with quick-reads about important information like changes to Universal Credit or Right to Buy. “At the moment we are preparing to introduce new digital services on our websites.

We are taking the time to make sure that new functions work smoothly for customers from day one but in the near future you will be able to look at your rent statements online, pay your rent through our websites and more.

“Doing more digitally means that we can work efficiently and provide a better service.

We want to ensure that when customers need to talk to us in person about more complex things, they can get through to us without waiting and we’ve got the time to help.”

Follow us on social media Facebook

SSHA Care Plus Severn Homes Housing Plus Group

Twitter

@SSHA_tweets @CarePlus_tweets @severn_homes @HousingPlusGrp

Follow the new SSHA Facebook page for all the latest news and information. You can also message our customer services team.

Care Plus in the news • Care Plus in the news • Care Plus in the news

Care Plus raises a cuppa to celebrate ‘Good’ CQC inspection Just before the last issue of News Extra went to print, we had the great news that Care Plus had been awarded a ‘Good’ rating by the Care Quality Commission (CQC). There was just time to include brief news about the inspection in that magazine. We wanted to tell you more about the outcome of the inspection now.

Care Plus, which provides care and support for people living independently in their own homes throughout Staffordshire and Shropshire, has received a ‘Good’ rating in all five categories from the independent regulator.

The CQC assesses care providers on the key measures of safety, effectiveness, level of care, responsiveness and leadership. Care Plus was highly-rated in all categories, maintaining the positive outcome of its previous inspection in 2015.

Inspectors highlighted the kind, caring and respectful way care is provided, reporting that “People were treated with dignity and members of staff were sensitive when they provided support.”

CQC inspectors spoke to carers, people receiving care and their families.

“Without exception, people and their relatives told us that they were treated with care and kindness,” the report found. The inspectors were also impressed by the passion that carers clearly felt for their roles, saying that a member of staff told them: “Caring isn’t just about doing the tasks that are on the plan. It’s so much more than that, it’s about spending time with people where we can, to make them feel important and cared for.”

Director of care and support Les Clarke said that the inspection outcome is the result of hard work by all the carers: “I’m incredibly happy to be working with such fantastic people and I’m very proud of each and every one of our carers,” he said. “The residents in our local communities are lucky to have them and so are we.”

The CQC grading was celebrated at a series of tea parties attended by carers and customers.

To read the CQC report in full visit www.cqc.org.uk/location/1-151624966/ reports

Autumn 2018 | News Extra 11

Care Plus in the news • Care Plus in the news • Care Plus in the news • Care Plus

Let’s hear it for Echo – a dog with a ‘tail’ to tell A hearing dog in Essington has proved he can turn his paw to anything, by raising the alarm when he sensed a neighbour was in trouble.

Echo is a 10-year-old spaniel who lives with John Inkson in an apartment in Cherry Tree Court.

The retirement living community provides independent living

accommodation for around 70 people and is managed by Care Plus. Echo is a hearing dog, who provides invaluable support as well as companionship for his owner.

“I was able to use a pendent alarm to call for help for the lady, while Echo comforted her.”

John explained that his dog’s caring nature means that he is also ready to step in to help other people in need.

John is understandably proud of his dog: “I said, ‘Don’t thank me, thank my dog’. He’s more than my best friend, he’s a hero.”

“I was asleep when Echo woke me. He was on my bed and obviously wanted me to get up,” says John. “It isn’t like him to wake me in the night but he kept going to the door and coming back to me, showing that he wanted me to follow him.”

When John opened his door he discovered that a neighbour had fallen and was unable to get up.

Although shaken, fortunately the neighbour was not seriously hurt.

Director Les Clarke said that Echo is a firm favourite with residents, staff and visitors. “A number of residents bring their pets with them when they move into our apartments and we do everything that we can to support that special friendship.

In the case of Echo he is more than a great companion, he’s an assistance dog who is a huge part of the Cherry Tree Court community.”

‘Allo ‘Allo, a touch of Paris comes to Penkridge Residents of a retirement living community in Penkridge have proved it is never too late to learn a new language, by graduating from a French language course.

Neighbours in Pencric have been taking part in lessons taught by visiting teacher Jane Handley, who says that language learning is the equivalent of a weekly workout for the mind.

The students celebrated the end of term with a cheese and wine tasting and the presentation of certificates.

Rosemary Rylance took part in the course: “I like a challenge and 12 News Extra | Autumn 2018

I wanted to try to improve my memory,” she says. “It is good to learn something new.”

In a community which includes a popular gym and regular fitness classes, fellow student Bill Powell describes the lessons as “Exercise for the brain.”

Les Clarke is director of care and support at Housing Plus Group, which owns the award-winning development. “Language learning helps to keep our minds active. Just as importantly, group classes help to relieve isolation and anyone who has dropped in to these lessons will have

heard the laughter. It’s obvious that our residents have hugely enjoyed the experience and I’m incredibly impressed by how much they have learned.”

See for yourself: watch the residents try out their French conversation skills here: youtu.be/ jnMvCKjcqwc

in the news • Care Plus in the news • Care Plus in the news • Care Plus in the news

Essington residents delighted by visiting alpacas Did you spot Cherry Tree Court in the local press?

Residents of the retirement living community in Essington had some very special guests when a pair of alpacas droppedin to see them.

Blooming marvellous appearance on TV

The friendly alpacas took a tour of Cherry Tree Court, while residents and staff got acquainted with their new furry friends.

Alpacas Alfie and Roo live in nearby Albrighton. Famed for their soft fur and gentle nature, the inquisitive visitors charmed residents as they took a look around the communal lounge and garden.

Ruth Maburiro, housing and wellbeing manager at Cherry Tree Court, said: “It was a fabulous afternoon. I don’t think any of us had come face to face with an alpaca before and we

Residents of Edgefield Green in Shrewsbury were featured on BBC Two this summer as part of a new TV series.

were all excited to meet them.

The residents were surprised by how friendly they were!”

Cherry Tree Court is one of 34 retirement living communities in Staffordshire and Shropshire managed by Care Plus, part of Housing Plus Group. Care and support director Les Clarke said that Alfie and Roo had an important role to play in helping residents keep active and take part in social activities.

“One of the biggest issues facing older people is loneliness and a lot of what we do is about providing access to a range of activities, so that there is something to interest everyone. This was a lot of fun and I was really pleased to see so many people taking the opportunity to meet the alpacas.”

See for yourself: watch the residents meeting the alpacas here: youtu.be/XTgcEtzcqYE

They appeared on Britain in Bloom alongside celebrity presenter Chris Bavin who helped them plant their own sustainable garden.

Shrewsbury was featured in the series which is focusing on different communities from their first preparations for the competition right through to judging day itself.

In 2017 a film crew followed the progress of the town to see what it takes to enter the Royal Horticultural Society’s annual Britain in Bloom competitions. Residents of Edgefield Green, which is managed by Care Plus, had a visit from judges to help celebrate more than a decade of successful gardening. The judges dropped in to the retirement living community for refreshments while assessing the town’s efforts.

Shrewsbury was awarded gold in the small city category at a presentation ceremony last September and was nominated to participate in the national Britain in Bloom competition this summer.

Autumn 2018 | News Extra 13

Meet the team • Meet the team • Meet the team • Meet the team • Meet the team

Leanne Beddow

Care co-ordinator, Care Plus At Home Leanne joined the Group at a really exciting time for Care Plus At Home, becoming part of the team on day one of its expansion into Shropshire.

She is leading a team of carers which is rapidly growing to meet the demand for high-quality at home care in the county. When not at work, Leanne enjoys spending time with her family taking their tourer caravan to their favourite holiday hotspots in Wales.

“I remember the day I spotted Care Plus when the local paper dropped through my door at home. The front page announced the launch of Care Plus At Home in Shropshire. I saw pictures of those pink uniforms and the amazing pink car and I was hooked!

“This is a great job because we are making a really important difference to people and their families, every day. We’re making it possible for people to continue living in their own homes, in the neighbourhoods they know so well, with the people and pets that they love.

“I’m providing the kind of care that I’d want for members of my own family.

Care Plus is different because we can spend more time with people. Some care providers count travel time as part of appointments and that can make a visit feel rushed. We spend the whole time with our customers. Sometimes we might be the only people they see that day and it’s good to be able to take the time to talk, listen and get to know them.

“I’m really lucky to have been part of the success story in Shropshire from the very start.

There was a big need for this kind of service and I’m proud of the way that we’ve grown so quickly.

“Best of all, I get to use the pink car I saw in the newspaper!

When I drive around the area I feel like a celebrity. People point and wave and even take photographs. Everyone loves the pink car, it makes you smile and that’s what we are all about.”

Care Plus At Home offers personal care and support for people in their own homes. The service is available for people in Staffordshire and Shropshire.

For more information visit www.care-plus.org.uk Because the service is growing so quickly, there are often opportunities to join the care team. To check out the latest vacancies visit www.care-plus.org.uk/ jobs

See for yourself: watch Leanne talking about the rewards of her job and meet some of her customers in this short film: youtu.be/RU7301KTacc

The Lettable Standard – our commitment to your new home We want you to enjoy turning our house into your home. We begin by making sure that your home is: }} Legal and safe }} Ready to let This commitment to you is our Lettable Standard. It puts you in the picture about the standards you can expect in every part of 14 News Extra | Autumn 2018

your new home, including the kitchen, bathroom, decoration and garden if there is one.

We have just published a NEW Lettable Standard.

Developed with the help of the customer panel, the new Lettable Standard means that standards are maintained across the Group. It is detailed, easy

to understand and includes photographs, giving clear examples of conditions that don’t come up to standard.

You can find the Lettable Standard leaflet at www.ssha.co.uk/my-home/ useful-leaflets-forms

8 • Annual Report 2017/18 • Annual Report 2017/18 • Annual Report 2017/18 • Annual Report 2017/18 • A

Listening to our customers

Annual Report 2017/18 How are we doing?

Every year we tell you about our financial performance. We also report back to you on how we measure up against the important service commitments we make to our customers.

Financial reports, along with detailed value for money statements can be found on our Group website www.housingplusgroup.co.uk. Here is an at-a-glance guide to our performance in key areas.

Income and expenditure How your rent is spent

Value for money

The government sets the level of rents that we can charge and we work hard to ensure that the rent we receive is well spent and gives value for money.

84% of customers feel their rent provides

How each pound of your rent is spent:

16p

Across the Group we made £1.3m in savings, with merger cost-savings exceeding forecasted expectations.

We spent £5.29m of our budget with 92 suppliers in Staffordshire, helping to support and benefit local communities.

8p 10p

value for money.

26p

£1 21p 19p

Investment in new homes

26p

Staff costs and overheads

21p

Interest on our loans

19p

Repairs and services to our homes

16p

Improvements to your home

10p

Services to your home and communal areas

8p

Autumn 2018 | News Extra 15

Annual Report 2017/18 • Annual Report 2017/18 • Annual Report 2017/18 • Annual Report 2017/18 • Ann

st Let’ alk

Involving and empowering our customers

Your voice, your home, your future

Over 60 involved customers regularly share their views to help us improve our services.

on the out-of-hours contract, with new monitoring actions created to measure it’s impact.

The customer-led scrutiny panel volunteered 182 hours of their time. 27 actions were implemented from their recommendations in 3 key projects. This led to a 20% saving

The customer panel, along with a growing number of customer insights collected from the virtual panel, contributed to the development of a number of key policies, service standards and communications.

You can find out more about our Let’s Talk campaign and how you can register to get involved at www.ssha.co.uk/my-home/lets-talk

Customer services We answered 69,542 calls from you, with 79% of your queries and requests being resolved the first time you called.

232 customers were welcomed at our Acton Gate reception.

2,303 email enquiries were answered.

126,316 people visited our website and 260 people followed our Twitter account.

Customer satisfaction

179 60%

complaints were received. of complaints were responded to within our 10 day target.

In 2017/18 we saw an increase in the number of complaints we received compared with the previous year.

Following a review, we identified a growth in repair complaints and complaints about our gas contractors.

16 News Extra | Autumn 2018

96% 77%

of all complaints received were resolved at Stage 1 of our complaints process. of complaints were acknowledged within two days.

As a result of these findings, we recruited a complaints manager for Property Plus, who will investigate complaints and trends during 2018/19 to inform any service improvements.

We also appointed a new gas contractor and early feedback is showing improved results.

nual Report 2017/18 • Annual Report 2017/18 • Annual Report 2017/18 • Annual Report 2017/18 • Annual R

Your neighbourhood 262 starter tenancy visits were carried out.

Anti-social behaviour (ASB)

40 tenancy agreement changes were made,

We are committed to helping customers experiencing ASB. We dealt with 150 cases of ASB, 27 of which resulted in us taking legal action, including 4 injunctions. 17 property condition cases were resolved.

including mutual exchanges, succession and assignments.

We undertook 1,285 communal block fire safety inspections.

Your tenancy We made a commitment to keep rent arrears below 2.06%

Result: rent arrears fell to 1.41% in 2017/18

Your community Employment and money advice Our employment and money advice team received 617 customer referrals, achieving money savings of £977,251.

Money savings are defined as any increased income for customers, through effective debt management, increased/ additional welfare benefits or access to grant and trust funds.

We let 506 homes including general needs and supported housing. Of those applicants:

96 were in the Gold Priority band 187 were in the Gold band 312 were in the Silver band 180 were in the Bronze band

We spent £528k improving and repairing 496 homes that became vacant.

Building Better Opportunities (BBO) We engaged with 22 people to help them into employment, further education or work placements.

13 people attended local job clubs and 2 completed personal development courses.

Autumn 2018 | News Extra 17

8 • Annual Report 2017/18 • Annual Report 2017/18 • Annual Report 2017/18 • Annual Report 2017/18 • A

.

Your home Improvement work

New homes

£4.9m of our total budget was spent making planned improvements to 1,749

We built 237 new homes across the Group, our highest ever number.

homes.

96.3% of customers told us that they

Major works completed in 2017/18 included:

were either very satisfied or fairly satisfied with their new home.

161 new kitchens 342 new bathrooms 645 central heating systems 554 new doors 47 rewires

99 of these new homes were built in

Staffordshire with the following tenures:

32

Well maintained homes We spent £11.7m on repairing, maintaining and improving homes.

67

12,654 property repairs were completed.

98.7% of customers were satisfied with the repair service they received.

97.5% of routine repairs were completed within target.

18 News Extra | Autumn 2018

Affordable and social rent

67

Shared ownership

32

Setting the standard In our annual report to you on the previous pages we have set out our performance against a number of commitments we made to you.

In next year’s report you will see NEW priorities, developed in partnership with our customers and reflecting national standards set by the housing association regulator, Homes England.

We’re working towards those commitments now.

You can find full details of the standard of service you can expect from us as your landlord on our website, along with clear targets for our work this year. Just search for Customer Commitments on www.ssha.co.uk Here’s a reminder of the commitments we have made: }} Your tenancy – setting the standard for the way that we prepare, advertise and allocate vacant homes, manage your tenancy and help you to sustain the tenure. }} Your neighbourhood and community – setting the standard for grounds maintenance, partnership work and the management of ASB. }} Your home – setting the standard for the repairs, home improvements and safety checks that we carry out.

}} Involving and empowering customers – setting the standard for our communication with you, how we will respond to complaints and what we will do to ensure that customers are at the heart of our work. }} Value for money – setting the standard for the value of the services we provide. }} Equality and diversity – setting the standard for accessible services, fairness and respect.

We are setting the standard with the assistance of customers, who helped us to understand what is important to you and what you would like to see improved. Thank you to everyone who took part in that process and especially to the members of the customer panel who worked so hard to ensure that our Customer Commitments set challenging targets to meet your priorities.

You can find the Customer Commitments leaflet at www.ssha.co.uk/my-home/ useful-leaflets-forms

Our sort code has changed New sort code: 20-97-86 If you pay your rent using standing order or online banking please update the account information you hold for us.

Direct debit payment details will automatically change to the new sort code so you do not need to take any further action.

All other account details remain the same For more details visit our website www.ssha.co.uk/your-home or call us on 01785 312000 Autumn 2018 | News Extra 19

Celebrating a year of charitable giving Housing Plus Group employees marked the end of a successful fundraising campaign by handing over donations to good causes chosen by staff.

Each year the Group supports charities nominated by employees. During 2017 the Group raised money for Macmillan, the MS Society and Sands.

The pounds came rolling in thanks to raffles, sponsored walks and cake sales.

“Colleagues succeeded in topping last year’s total and raised more than £2,570” said Housing Plus Group’s chief

executive Sarah Boden. “I’m really proud of everyone who worked so hard to support such great causes. Many of us have friends or family members who

have been helped by these charities and this is our way of giving something back.”

Supporting great causes and making a difference Housing Plus Group people like to make a difference. As well as supporting customers and communities at work, they will often go the extra mile to raise money and awareness for charities and good causes close to their heart.

Pounding the pavements for Shrewsbury foodbank Employment and money advice team leader, Mark Simpson and neighbourhood officer, Elliott Davies ran the Shrewsbury half marathon to raise money for community project Foodbank Plus.

Mark said: “Sometimes life deals us a bad hand and I just want to make a difference to those people who are in a situation that I would hate to see my friends or family experience.”

Making the miles count for Macmillan Repairs administrators Claire Greatbatch and Kelly Moore are no strangers to a challenge.

In 2017 they completed a marathon-sized walk to raise money for Macmillan and this year, they did it again!

The dedicated duo took part in the 26-mile Wye Valley Mighty Hike to raise money for their favourite charity.

20 News Extra | Autumn 2018

Benidorm or Bust for Marie Curie Voids manager John Pullen and his wife Mandi drove 2,400 miles from Dover to Benidorm and back raising over £1300 for Marie Curie.

“My mother-in-law was diagnosed with cancer of the oesophagus and liver”, he explained.

“Valerie’s last wish was to pass away at home, surrounded by the people she loves and this was only made possible by the dedication of those who work at Marie Curie. Mandi and I wanted to help this wonderful charity continue to support others with terminal illness.”

John and his wife enjoyed it so much they are planning to do it all over again next year.

A year of challenges for Teenage Cancer Trust Marketing and communications manager Ben Payne is taking part in a year-long Five Alive campaign to raise funds for the Teenage Cancer Trust.

A cancer survivor himself, Ben is tackling five daunting challenges to celebrate his own ‘all clear’ and support the charity.

“I’m feeling anxious just thinking about these challenges but it is nothing compared to the challenges faced by people going through or recovering from cancer treatment,” he said.

That’s not all… }} Voids and lettings team leader Kerry Lunt took part in the Severn Hospice Colour Run with her roller derby club Evolution. The team achieved their target of raising £500 for the hospice. }} Tenancy enforcement officer Peter Riley also supported Severn Hospice when he cycled 347 miles from London to Amsterdam. }} Senior management accountant Laura Barry tackled the London Marathon, raising £2000 for the British Lung Foundation in memory of her dad Steve, who was himself a keen runner. }} Finance business partner Andrew Brooks took part in Velo Birmingham, cycling 100 miles through closed streets in Birmingham. Andrew was raising money for cancer research at the Queen Elizabeth Hospital, in memory of his father.

Autumn 2018 | News Extra 21

Have your say

Win an

There are lots of ways we communicate with you including News Extra, our websites, social media, leaflets, letters and email newsletters. We want them to be the best they can be so you enjoy reading them and can easily understand what we are trying to tell you. To make them even better we need to hear what you think by completing the survey below. If you complete our survey by 30 November 2018 you will be entered into a prize draw to win an Apple iPad.

iPad

1. How do you like to hear from us? (tick all that apply) Magazines Letters

Email newsletters Leaflets

Social media Other (please state)

Websites

2. Overall, how satisfied are you with these methods? (1 is very dissatisfied and 5 is very satisfied) Magazines Email newsletters Social media Websites

1

2

3

4

5 N/A

3. How well informed do you feel?

1

Letters Leaflets Other

2

3

4

5 N/A

4. Is the information easy to understand?

Very easy to understand Easy to understand Neutral Hard to understand Very hard to understand

Fully informed Fairly well informed Neutral Poorly informed Very poorly informed

5. What would you like to know more about? (tick all that apply)

You can also complete this survey on our website.

Retirement living Care and support Shared ownership/market rent properties How to give feedback about our services Stories about our customers and our people Other (please state)

Money advice Employment advice Repairs advice Home improvements and maintenance Local activities and events Housing developments in your area News about SSHA

6. Is there anything else you would like us to think about as part of this survey?

Name:

Phone:

Address:

Email:

Age:

18–24

25–34

35–44

45–54

When you have completed your survey, return it to us by 30 November 2018 to stand a chance of winning an Apple iPad.

55–64

65+

Prefer not to say

Send your survey to: Freepost SSHA

You can complete this survey anonymously but you will not be entered into the prize draw.

Read full terms and conditions on our website www.housingplusgroup.co.uk/tc-magazine-survey-2018 22 News Extra | Autumn 2018

www.ssha.co.uk

Welfare Reform • Welfare Reform • Welfare Reform • Welfare Reform • Welfare Reform

Welfare reform update Universal Credit (UC) is continuing to be rolled out across Staffordshire.

In most instances, if you make a new benefits claim or change your circumstances, you will claim UC rather than one of the existing benefits, listed in the section below.

What is UC? UC is a means-tested benefit for working age people on low incomes, who are either in or out of work. It replaces the following benefits: }} Housing Benefit }} Income-based Job Seeker’s Allowance }} Income-related Employment and Support Allowance (ESA) }} Income Support }} Working Tax and Child Tax Credit.

If you are going onto UC it’s really important that you tell us straight away, so that we can help you avoid rent arrears and offer you further support and advice.

What’s new?

In June the government announced that, from a date to be confirmed, people who receive the severe disability premium in their benefit will not be moved onto UC - they will stay on the benefits they are currently receiving.

Why? As there is no severe disability premium component in UC this change will ensure that people who are entitled to the premium, in their current benefit, do not lose out.

Help and support Please call us on 01785 312000 or email universal.credit @ssha.co.uk to find out how we can help you further.

UC information and guidance, along with support to get back into work, is also available at the South Staffordshire Work Clubs - please visit www. southstaffsworkclubs. btck.co.uk to find out more.

Balancing your budget – money saving tip Many thanks to everyone who sent in money saving tips for the competition we ran in the last edition of News Extra.

Congratulations to Mrs Fellows for sharing her top tip.

Cook more meals than you need and when they have been dished-up and cooled just cover and pop them in the freezer.

You will save money, time and fuel and have the convenience of a meal available when you need it.

Autumn 2018 | News Extra 23

Partner news South Staffordshire Council has announced funding for a number of organisations providing support and services in local communities. If you think that you or your neighbourhood might benefit from any of these projects, please get in touch with them.

Support Staffordshire: connecting to the Good Life To deliver community voice forums in every locality, to promote, encourage and recognise local volunteers and to support groups of older people in communication, particularly digital promotion.

Contact: Anne Ross, locality officer for South Staffordshire anne.ross@supportstaffordshire.org.uk

Codsall Community Group: multi-use games area To install a multi-use games area for all ages on the playing fields at Codsall Village Hall. To reduce anti-social behaviour, encourage exercise for all ages and bring the community together.

Contact: Brian Holland, codsallparishcouncil@googlemail.com

Community Build Up, Friends and Neighbours This project aims to establish neighbourhood friendship groups to encourage volunteers, upskilling of local people and inclusion for the whole community. The groups will be supported to befriend the elderly and vulnerable and to provide dementia-friendly activities.

Contact: Jan Wright, community project leader communityva@hotmail.co.uk

Citizens Advice Staffordshire South West Delivering advice on welfare benefits, debt, housing, employment and legal issues and providing access to specialist advisors and outreach services including Work Clubs.

Contact: Sue Nicholls, chief executive Citizens Advice Staffordshire South West sue.nicholls@staffswcab.org.uk

The Carers Association South Staffordshire To appoint a community worker to link into local communities and identify people in need or at risk, signposting to sources of support to improve their health, wellbeing and social inclusion.

Promoting dementia friendly communities and volunteering, identifying local carers and helping them to access their rights and allowances.

Contact: Lisa Brickles, caring communities link worker, lisa.brickles@carersinformation.org.uk 24 News Extra | Autumn 2018

Looking after communal grounds In April 2018, Property Plus launched a new grounds maintenance service.

We recently caught up with the team, at Corsers Court in Perton, to see how the new service was going and to find out more about their future plans.

“I joined the team last year, to help recruit our 12 strong team and obtain all the necessary vans, mowers and specialist equipment needed to deliver a great service to our customers.” said team leader Adrian Price.

“The extreme hot and rainy weather, at the start of the season, caused grass and vegetation to grow rapidly which led to a few initial teething-problems, although nothing we couldn’t handle and the team has gone from strength to strength.”

In our new greener approach, we are cutting and dropping grass to provide a natural source of fertiliser which helps the soil to retain water – this is called ‘grasscycling’. Box collections will still take place twice a year, usually at the first and last cut of the season.

In line with the Wildlife & Country Act 1981, hedges in communal areas will be trimmed twice, normally at the start and end of the year, to avoid the nesting season.

However, if a road junction is being obstructed or a pathway is impassable because of an overgrown hedge, we can carry out a sight line cut.

“The main aim of bringing grounds maintenance in-house was to deliver an enhanced service to our customers and provide better value for money.” explained grounds maintenance surveyor Arwel Jones.

“Customers should already have started to see improvements to their communal areas and will see more as we continue to develop the service.”

You can view full details of our ground maintenance service commitment at www.ssha.co.uk/my-home/ repairs-and-maintenance/ gardening-services

Autumn 2018 | News Extra 25

Listening to our customers — turning your feedback into action In the last edition of News Extra we told you about a whole range of improvements we had made to our services, as a result of listening to our customers.

We know from your feedback that timely repairs are the most important part of our repairs and maintenance service for customers, so are delighted to share with you great news about our new and improved responsive repair targets.

You can find out more about our repairs and maintenance service, along with what repairs are your responsibilities, by visiting www.ssha.co.uk/my-home/ repairs-and-maintenance

Reporting a repair To request a general property, heating or hot water repair please call our customer services team on 01785 312000

This is what you can expect from our upgraded service: Repair Repair Repair Repair category timescale description example

4 hours

Things that present a health and safety risk and/or cause real danger to people or property.

Urgent

4 days

Things that cause significant inconvenience Containable leak but are not a health and safety risk

Routine

17 days

Minor repairs that are not Plaster patch to urgent wall

Emergency

External works 30 days

External repairs that due to their nature, need to be completed outside of the MOT programme.

Fence and gutter repair not covered by MOT

Major works

Jobs where the work either costs more than £500 or takes more than a day to complete.

Rebuild brick wall

60 days

Empty homes: Minor works 8 days Major works 30 days* *Timescale may change subject to the scope of work required

Awash with praise for new bathroom A very satisfied customer has praised the highquality finish of a new bathroom we installed.

Sharon Riley has been a customer for seven years, recently moving into a new home in Shrewsbury.

“I was really pleased with the work,” she said. “It was done to such a professional standard and the new bathroom has given me a sense of happiness.

I’m a very happy tenant - thank you.”

Did you know 26 News Extra | Autumn 2018

Unsecure door/ window causing security issue

544

We fitted new bathrooms across the Group during the last financial year?

Keeping you safe in your home As your landlord we have important legal duties and obligations. Most of these responsibilities involve safeguarding you, your home and family.

By law, we must carry out safety first checks and it’s an important condition of your tenancy that you give us access to your home to carry out these vital checks.

When we need to carry out a safety inspection we will contact you and let you know when we, or one our contractors, will visit your home to complete the work. If you do not keep this appointment and ignore other subsequent communications,

we may have no alternative but to take legal action to seek a possession order or injunction for access.

As you can appreciate, due to the important nature of these safety inspections, the wording of our letters are straight to the point and advise you to make urgent contact with us, as you could you be putting at risk your own life and that of your family and neighbours.

If you cannot be at home for an appointment, please call our customer services team on 01785 312000, who will be happy to make alternative arrangements.

Fire doors – keeping you safe in the event of a fire We are currently inspecting fire doors in flats and retirement living communities across the region.

Fire doors are found at the entrance to individual homes in communal blocks.

The doors are there for your protection and it is part of our commitment to your safety that we have undertaken to inspect EVERY fire door in ALL of these buildings.

We will be writing to you when our inspectors are going to be in your area.

Please look out for that letter and ensure that you are available to give us access to your home so that we can inspect your fire door. This is a safety first check that could save your life.

Safety checks SSHA has important legal duties and obligations to ensure you and your family are safe in your home.

If we book a safety check appointment with you, it is essential that you are at home to let our contractors in to undertake this vitally important work.

Our safety first checks include: }} Gas servicing and repair }} Electrical installation checks and associated repairs }} Solid fuel and oil central heating servicing and repairs }} Solar PV roof panel inspections

Every year we spend over £60,500 on missed pre-booked appointments — money that could be spent on improving homes.

}} Managing asbestos }} Un-vented cylinders checks }} Fire risk assessments (communal areas and sheltered schemes only) Failure to give access to your home to carry out these important inspections is a breach of your tenancy, which could result in the loss of your home.

If you need to change a safety check appointment please contact our customer services team on 01785 312000.

Autumn 2018 | News Extra 27

Helping hand for local residents Colleagues in our facilities management and HR teams have been out and about helping to improve some of the communal gardens in our retirement living communities.

Our handy facilities management team has been doing a spot of DIY at a number of schemes. At Yew Tree Court in Shifnal team members repainted the long garden boundary fence and provided new composting bins. They also got busy at Pencric in Penkridge and Corsers Court in Perton re-staining and restoring beautiful benches and garden furniture.

“It’s been great working together and meeting lots of our lovely residents.” said repairs administrator, Claire Greatbatch.

“On a day-to-day basis, the facilities management team is very dispersed, so it was fantastic that we were able to come together and help our customers in this practical way.”

Our green-fingered HR team spent the day at Deansfield House in Brewood weeding, edging lawns, pruning borders and applying new gravel to the garden walkways.

They also created blooming flower beds, planted colourful pots and improved seating areas from where residents can enjoy the fruits of their labours. To add the finishing touch, the facilities management team repainted all the garage doors.

“We are really pleased with our new look garden.” said Deansfield resident Malcolm Speed. “They worked very hard and have made such a difference.”

Building merchant and DIY suppliers, Travis Perkins sponsored these community projects, which helped to pay for the new plants and compost bins, along with paint and materials.

28 News Extra | Autumn 2018

Let’s Talk: your voice, your home, your future We are committed to listening to the views of our customers and offering you opportunities to have a real say in the services we provide.

If you would like to have your say, there are a number of ways that we seek customer feedback.

You can join one of the customer panels who regularly meet at our offices, share your views by completing online surveys or tell us what you think via email and phone.

We have also recently launched a new Let’s Talk website portal so that involved customers can review and give their feedback on proposed new services and policies, online at home, at a time that suits them.

Get involved If you would like to join our Let’s Talk campaign and get involved please register your details on our website – www.ssha.co.uk or call 01785 312000

Customer insight and homes board event Earlier this year our involved customers and homes board met to review how they could work better together and to discuss: }} What’s happening in the housing sector and the impact it may have on customers }} Future priorities of the homes board and how our involved customers can help shape and influence them }} Progress and impact of our new customer voice engagement plan “I found the experience of meeting with the homes board members really valuable. We were consulted on what we thought the key priorities were for customers moving forward.” explained involved customer, Dawn YappAltinsoy. “It’s great to know our opinions really matter and are listened to.”

Kid’s competition If you are aged 15 or under you can enter our kids competition to win a £25 shopping voucher.

All you need to do is answer a question about this edition of News Extra and fill in your details.

You can also enter online at www.ssha.co.uk

WIN £25

What is the name of the special hearing dog that lives at Cherry Tree Court?

Answer: Name: Address:

Please send entries to:

Postcode:

Freepost SSHA

Telephone:

Age:

Please send your entry by Friday 30 November 2018. The first correct entry drawn will win the prize.

Autumn 2018 | News Extra 29

Justice Corner: A little bit of consideration please…

We believe that all our customers have the right to live peacefully within their homes and communities. Many of us live in highly-populated areas and/or in flats or semi-detached houses. Building structures can’t reasonably block all noises coming from properties and sometimes you hear your neighbours’ music or talking and they can hear you.

When noise goes beyond what is reasonable and starts to interfere with the peaceful enjoyment of your home it could be judged a statutory nuisance.

There are things that you can do if you experience noise nuisance.

In the first instance, we recommend that you speak with your neighbours. A friendly conversation could resolve your issues.

If you are experiencing persistent noise nuisance, we

recommend that you keep specific details of the incidents including: }} }} }} }}

Date and time Details of what happened Who was involved Whether anyone else was affected We have diary sheets which you can complete, giving us all the information we need to investigate.

When we receive diary sheets we can approach perpetrators to discuss the issues you are experiencing and reduce or eliminate further incidents. If unreasonable noise persists despite warnings, we will consider mediation and potentially even court action.

It may also be appropriate to approach the council, who have statutory powers to serve an abatement notice on someone responsible for statutory

nuisance following investigation.

Failure to comply with an abatement notice could lead to prosecution.

By the way… please be assured that we conduct an independent investigation into all reports. In a recently reported case at Chester Magistrates’ Court, a 79 year old male had a restraining order made against him on grounds of harassment, after he made false allegations about his immediate neighbour. If you believe that you are the victim of false allegations of noise nuisance, please let us know.

For more information or to report an issue, visit www.ssha.co.uk or call us on 01785 312000

Safeguarding – we all have a responsibility to build safer communities When we talk about safeguarding we mean protecting vulnerable adults and children from abuse and neglect. SSHA works with our customers and other partners to support safer, better communities.

Extra, on our website and on social media.

We all have a responsibility to act when we see abuse and neglect – we as a housing association and you, as a neighbour.

For safer communities, act now.

We take our responsibility very seriously. That’s why we are developing a new safeguarding policy. We will share that with you in the next issue of News 30 News Extra | Autumn 2018

If you think that someone in your neighbourhood might be a victim of abuse or neglect, act now to keep them safe. You will find contact details at the end of this article. }} }} }} }} }} }}

Physical abuse Emotional abuse Sexual abuse Financial abuse Neglect and self-neglect Discrimination

If you think that there may be a safeguarding issue in your neighbourhood, contact: }} Your neighbourhood officer 01785 312000 }} NSPCC 0800 800 5000 }} Childline 0800 1111 }} The police – call 101 if it isn’t an emergency }} Your local authority If you need help to report your concern, talk to someone you can trust.

An ASB policy shaped by YOU In May 2018 we launched a new ASB policy.

You told us that ASB was a really important issue for you and we wanted to make sure that the new policy reflected your experiences. Customers helped to shape the new policy and we think that it is more effective as a result.

An online survey about the proposed new policy was published on our websites and social media accounts. The draft policy was also reviewed by our customer panel.

The consultation process resulted in 13 changes being made to the draft policy before the final version was approved by our board.

Lynn (not her real name) contacted us because she felt unsafe. Problems with her neighbours had escalated to the point where she had been physically threatened. She was afraid to leave her home and told us that her mental health was suffering as a result.

further injunction and what is called an undertaking. An undertaking is a legal promise to the court and means that if it is broken, an individual will be in contempt of court and risks consequences including imprisonment.

Our new ASB policy gave us the tools to help Lynn, quickly. We were able to obtain emergency injunctions against two tenants and in subsequent court proceedings we obtained one

Lynn is no longer experiencing ASB and is able to enjoy life in her home again.

Thank you to all the customers who took the time to help shape our new policy aimed at helping people like Lynn.

Learn more about our ASB policy on our website www.ssha.co.uk/how-we-can-help/anti-social-behaviour For help and advice call 01785 312000

Easy access to advice leaflets and forms We have made it easier for you to access many of the most frequently used advice leaflets and forms.

Some of the most commonly used forms can be found there too, including paying your rent by direct debit

Instead of calling customer services to request a form, waiting for the post or visiting one of our local offices, you can now find the information you need on our website.

You can view, download and print any documents you need, 24:7 and when you take literature from our website you can be reassured that you have all the most up-to-date information.

a timer that gives you Some storage heaters have for the output. It allows you, even more control over at a your heater to come on example, to programme when you get up in time that suits you, for example you get back from work. the morning or just before amount the that regulates Others include a control at night, depending on of charge the heater draws the temperature. a ‘boost’ setting. This Some storage heaters have stored heat, but uses ‘peakdoesn’t use ‘cheap-rate’ from the mains, so it should rate’ electricity directly heat has run out. only be used if the stored

Night

input is turned up Last thing at night, the turned down to the full (to 6) and output is minimum (1).

4 5 5 6

1 2

3

Day

6

4 5 6 1 2 3

6

4 5 6

to 4.

Early morning, turn output down to 2.

Mid-morning, turn output to 5/6.

Evening, turn output up 3 4 5

heater Arthur and Mary’s storage couple whose Arthur and Mary are a retired . They have storage home is heated with electricity Economy 7 tariff. e of the heaters to take advantag of the day. This most for in are they In winter, heater to charge means they want the storage the input to 6 and the fully at night, so they set output to 1 or off. the house up, they turn In the morning, to warm house is warm, they the output to 4. Once the the evening when it turn it down to 2, and in it up to 5 or 6 to use becomes chillier, they turn heat. up the remaining stored

to.

1 2

a wall-mounted and look Most storage heaters are by drawing electricity bit like radiators. They work hours at night, and storing over the course of a few or ceramic bricks to use it as heat in a ‘bank’ of clay e is that they can the following day. The advantag it’s cheap, and when consume electricity at night, hours later. give out their heat many d work best if the househol As a consequence they is a tariff in which nightis on an Economy 7. This a cheaper – typically about much is electricity time electricity is more third of the price – but day-time 12 from are normally expensive. The cheap hours winter, and from 01.00 to midnight until 07.00 in this can vary. For more although summer, in 08.00 7, see our other leaflet. information about Economy

a set of simple controls.

Every storage heater has you to regulate the amount An input setting allows during the night. of heat that the heater stores even though night-rate This is important because, no point paying for more there’s electricity is cheap, particularly cold, or you’ll than you need. If it’s not most of the day, you don’t be out of the house for maximum because there’s need to set the input to heat. Most storage heaters no point storing so much so there is no danger of will only charge up at night, electricity. using expensive day-rate output setting that allows The controls also have an of heat that the storage you to regulate the amount you don’t have to use heater gives off. It means once, but can let it out up all the stored heat at for the evening if you want gradually, saving some

1

}} Universal Credit }} Rent calendar }} Dealing with anti-social behaviour }} Mutual exchange }} How to make a complaint

by storing heat Storage-heaters work me electricity generated by cheap night-ti the day. during and releasing this heat

1 2 3

That’s where you will find information on subjects including:

Guide to

Night storage heaters

2 3 4

Go to the My Home area of our website and choose Useful leaflets and forms.

Leaflets and forms are being added to this self-service area of the website all the time, so do check back there regularly and if you would like to see a particular piece of information added, let us know by emailing enquiries@ ssha.co.uk

Universal Credit — Are you ready?

If you are working age you need to know about Universal Credit!

Universal Credit (UC) is a means-tested benefit for working age people, on low incomes, who are either in or out of work. It replaces the following benefits: w Income-related employment w Child tax credit and support allowance w Working tax credit w Income support w Housing benefit

w Income based jobseeker’s allowance

Repairs checklist

To report a repair, call our Customer Services team on 01785 312000 or email enquiries@ssha.co .uk Repair

Lighting in communal entrance

Our responsibility

or landing

Blocked guttering

There are some important facts you’ll need to know: w You may have to top-up rent w UC is assessed and paid payments if your UC housing directly to you in arrears on costs don’t cover all of your a monthly basis, in a single rent. payment. w You may have to wait between five and six weeks for your first payment.

w Claimants can be single, in a partnership, married and have a family.

w UC includes a Standard Allowance and Housing Costs Element.

w UC helps working parents by providing financial help with eligible childcare costs, no matter how many hours you work.

w It will be your responsibility to pay your rent directly to your landlord.

Chargeable service available

Broken shower (which we fitted) Leaking roof Loss of power Problem with your hot water Decorating the outside

or heating

of your home

Repair tap or kitchen unit Misted glass in windows

Completed as part of the MOT programme

Replaced as part of the MOT programme

Blocked sink or toilet, replacement toilet seat Condensation

Making a new benefits claim or changing your circumstances?

Your responsibility

Cleared as part of the MOT programme

Window won’t close or open

We can offer advice to reduce

Lost key New bulb for lighting inside your home or for your security

Broken/smashed window

lighting We will make safe only

Fixtures and fittings (e.g. curtain rails) Minor crack in the plaster

inside your home

Pest control (e.g. bees, wasps

or squirrels)

Replacing a blown fuse Damaged electrical socket Decorating the inside of

(except fair wear and tear)

your home

We aim to complete repairs

which are our responsibility within our repair timescal Please visit our website e targets. www.ssha.co.uk to

find out more.

Better homes. More homes . Help us make your rent go further.

01785 312000 • www.ssha.co.uk

Autumn 2018 | News Extra 31

Word search

L

S

E

G

R

A

H

C

E

C

I

V

R

E

S

T

Find the 10 hidden words to win a ÂŁ25 shopping voucher.

A

D

C

B W E

R

P

O

E

U

I

Y

T

R

A

C

A

R

E

O D

T

F

J

K

G

H

F

O D

S

Please send your entry to the address below, by Friday 30 November 2018.

The first correct entry drawn will win the prize.

M

T

D

L

A M H

E

S

U

A

E

P

L

K

S

R

A

E

U

N

N

E

R

C

S

N

E

T

D

L

E

O

P M A

C

E

C

Q

E

O

R

L

M A

C

I

L

Freepost SSHA

F

R

B

O

G

U

S

C

A

L

E

R

S

R

T

E

O

T

B

J

O

C

R

A W O

T

I

M

L

R

Name:

R

T

I

R

A

U

K

U

V

A

D

S

C

V

D

A

Address: E E N D S B N D R C B A P N R J

A T D Y A C H R

E

C

E

T

F

C

Y

P

I

L

U

A

C

D

A

A

E

L

E

L

P

U

S

E

Postcode: Tel:

WIN ÂŁ25

F

I

I

J

R W O

T

N

J

A

K

C

E

B

T

L

O

S

A

F

G

U

A

R

D

I

N

G

F

C

E

N

D

S

T W P

Q

Y

L

N

K

P

E

C

Q

W A

Y

E

V

S

R

E

M O

T

S

U

C

Find these words

E R

U

CQC tea parties

Lets Talk

Customer survey

Safeguarding

Annual report

Data protection

Service charges

Bogus callers

IDA success

Welfare reform

Useful contact numbers: ll General property, heating and hot water repairs, rent payment, debt advice and fault reporting 01785 312000 (SSHA Customer Services) ll Gas servicing 01782 564448 (Phoenix Gas Services) ll Gas leaks 0800 111 999 (National Gas Emergency Service) ll Health and sickness help and advice 111 (NHS Direct)

ll Police 101 (non-emergency) ll Refuse collection 01902 696203 (South Staffordshire Council) ll Street lighting 0300 111 8000 (South Staffordshire Council) ll Street cleaning 01902 696316 (South Staffordshire Council) ll Personal concerns, worries and troubles 116 123 (Samaritans)

This newsletter is also available in:

Large print Audio Other languages Acton Court, Acton Gate, Staffordshire ST18 9AP Customer Services 01785 312000 enquiries@ssha.co.uk www.ssha.co.uk SSHA @ssha_tweets Care Plus @careplus_tweets