Pillar — Issue Two 2017

Pillar A newsletter for Severnside residents

Issue Two 2017

1st birthday celebrations

Fair Landlord

Fair Landlord page 4

Neighbours celebrate new homes page 7

Care Plus expands into Shropshire page 20 | Pillar Issue Two 2017

1

What an amazing year!

by Sarah Boden, Chief Executive, Housing Plus Group

“It hardly seems possible that a year has passed since we launched the new Housing Plus Group serving customers in Shropshire and Staffordshire.

The time has passed so quickly and I am glad to have the opportunity to look back and reflect on some of the highlights of our first 12 months.

In many ways, for our customers, it has been business as usual. We told you that we would continue to provide local services delivered by people who know the area. That’s what we have done and although we will be opening a new head office in Telford during 2018, you will still be able to visit our offices in Shrewsbury and Stafford.

“We aren’t just handing over the keys to a new home, we are changing lives.”

What you should have already started to see are improvements, ensuring that customers receive the same quality of service from us, wherever you live. In Shropshire, that means the introduction of a Fair Landlord framework. Fair Landlord policies are helping Property Plus to invest £14m annually in home improvements in Staffordshire, including fitting 400 new kitchens and 500 bathrooms and carrying out Home MOTs on every property, a neighbourhood at a time.

2 Pillar | Issue Two 2017

A big highlight for me this year has been the time I’ve spent out on the road with our fantastic Property Plus teams. They are making a huge difference to homes and neighbourhoods across both counties as we increase the amount we spend on home improvements.

I have also been thrilled to meet some of the residents moving into newly-built homes for rent and purchase. There is such a pressing need for new housing in our area and I’m pleased that we have already started to deliver on our promise to provide more new homes.

We set out to meet the pledges we made to customers before our merger.

I’m pleased that we have been able to do that and delighted that our hard work has received national recognition in our first year as a new group. It has been fantastic to see colleagues step up to celebrate so many top awards and commendations. There can be no doubt that our services are becoming recognised as some of the best in Britain.

I’m really pleased to see the expansion of Care Plus into Shropshire – you can read more about that on page 20–21 of this magazine. You can also find our annual report on pages 15–18. We are reporting some great results as a stronger,

larger group. Crucially, though, we are making a difference to people, families and communities.

We aren’t just handing over the keys to a new home, we are changing lives. “ Learn about some of the lives we’ve changed on pages 24–25 and in the Building Our Future area of the Housing Plus Group website.

Sarah Boden is pictured celebrating the first birthday of our Group with one-year-olds William, Dawson and Marley

Award hat-trick for Housing Plus Group Housing Plus Group is celebrating news of shortlisting in three prestigious awards.

Our Group has been recognised in the categories of Care & Support Provider of the Year and Repairs & Maintenance Provider of the Year in the prestigious 24Housing Awards.

Sheltered housing officer, Diane Chandler has been shortlisted in the category of Best Community Leader/ Unsung Hero in the Women in Housing Awards 2017.

24Housing Awards In the Care & Support category, the Care Plus domiciliary care team has been shortlisted. Last year the carers provided more than 1,000 hours of care and support each week, helping 120 people to live independently in their own homes as a result.

The team receives outstanding levels of customer satisfaction, with 100% of people saying that their carers treated them

with dignity and the same percentage describing their carers as good or very good.

One memorably added: “I’ve got my happiness back!”

Women in Housing Awards

Fair Landlord policies,which were also launched in Shropshire in October 2017, have helped Property Plus invest £14m annually in home improvements in Staffordshire. 400 new kitchens and 500 bathrooms have been delivered along with Home MOTs on properties, a neighbourhood at a time.

Apprenticeship opportunities have also been created for young people in local communities.

believes that it can transform people’s lives. You can read more about Diane and her retirement on page 19.

Sheltered officer Diane Chandler has been shortlisted in the Best Community Leader/ Unsung Hero award category.

She recently retired from the In the Repairs & Maintenance Edgefield Green sheltered category there is more scheme in Shrewsbury, after recognition for the Property Plus team, the in-house repairs 36 years in her role. and maintenance service for Diane is passionate about Housing Plus Group. sheltered housing and truly

Housing Plus Group chief executive Sarah Boden said: “I am delighted that our customer-focused services have been recognised in these prominent housing awards. We have beaten stiff competition to be shortlisted nationally, which is a fantastic achievement.”

The award winners will be announced later this year.

Estate walkabouts Walkabouts are led by your local neighbourhood officer, along with representatives from the council, police and other partner agencies. The 2017 estate walkabout programme can be viewed on our website along with action plans which are drawn up following each walkabout.

Visit www.severnsidehousing.co.uk/my-home/estate-walkabouts Please come along and join us for a walk around the area you live in and point out any issues or concerns you may have.

Date

Time

Area

Meeting place

8 November

10.30am

Ditherington

The Laundrette, Long Row

15 November

10.30am

Springfield

Mereside shops

6 December

10.30am

Bomere Heath

The Crescent Issue Two 2017 | Pillar 3

dlord • Fair Landlord • Fair Landlord • Fair Landlord • Fair Landlord • Fair Landlo Fair Landlord

Fair Landlord – fairer for customers

In the last edition of Pillar we told you about Fair Landlord being launched in Shropshire and what it will mean for you. Being a Fair Landlord isn’t about us making cuts or reducing services. It means looking at our costs and ensuring that what we do benefits the majority of our customers

Fair Landlord

Repairs checklist Repair

Our responsibility

Your responsibility

Lighting in communal entrance or landing Blocked guttering

Cleared as part of the MOT programme

Window won’t close or open

As part of our Fair Landlord approach we will:

Broken shower (which we fitted) Leaking roof

Proactively work with customers to prevent and reduce rent arrears

Loss of power Problem with your hot water or heating Decorating the outside of your home

Call PH Jones on 0800 316 2104 Completed as part of the MOT programme

Repair tap or kitchen unit Misted glass in windows

Replaced as part of the MOT programme

Blocked sink or toilet, replacement toilet seat Condensation

We can offer advice to reduce

Lost key

We charge for replacement keys

– gaining access and replacing lock to a timber door – gaining access and replacing lock to a composite door New bulb for lighting inside your home or for your security lighting Broken/smashed window 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 (except fair wear and tear) Decorating the inside of your home

4 Pillar | Issue Two 2017

Chargeable service available

Our Fair Landlord approach will ensure that we can maintain investment in home improvements, keep building new homes and continue to deliver a great repairs and maintenance service.

We will make safe

Keeping rent arrears down ensures that customers who pay their rent on time, every time, are not unfairly subsidising other customers’ rent arrears.

Be clear about the repairs that we are responsible for, as your landlord, and what repairs you are responsible for under the terms of your tenancy agreement.

To help you understand which repairs you are responsible for we have produced the adjacent handy repairs checklist, which you can cut out and keep for future reference.

The checklist also tells you what additional chargeable repairs you can request from us, at affordable prices.

ord • Fair Landlord • Fair Landlord • Fair Landlord • Fair Landlord • Fair Landlor Fair Landlord

Extend Property Plus’ award-winning MOT repairs programme into Shropshire.

Property Plus deliver repairs and maintenance services to Severnside and have already launched their award-winning MOT programme in Shropshire.

The MOT team work through homes an area

at a time undertaking a checklist of repairs. Jobs that fall within the MOT will no longer be carried out as routine repairs. Repairs that fall within the new home MOT are also shown in the checklist.

Invest savings made as a result of not carrying out repairs, which are not

our responsibility, into our planned maintenance programme.

Any savings made under Fair Landlord will be reinvested to provide more new homes, fantastic new kitchens, high-quality bathrooms, energy efficient boilers and MOT home upgrades.

Where can I find out more about Fair Landlord?

Launching Fair Landlord means that some of our literature is changing and is in the process of being updated. You can find the latest Fair Landlord information on our website — www.severnsidehousing.co.uk/your-home/fair-landlord.

You can also call our customer services centre on 0300 300 0059 and request a copy of our Fair Landlord information leaflet.

Fair Landlord: why I believe fairer is better By scrutiny panel chair Jerry Willets Jerry Willets is chair of the scrutiny panel. He told us why he believes Fair Landlord is so important:

new kitchens and bathrooms, energy-efficient boilers and Home MOT upgrades.

“For most customers, value for money is a priority and they want to see that it is a priority for their housing association too. It is important to tenants that resources are spent carefully, so that they get the best possible standard of service when they pay their rent.

“I’m not sure that customers necessarily appreciated the impact of the annual rent reductions set by government.

To someone paying their rent, that means a one per cent reduction each year. To the association, that adds up to a staggering accumulative loss of more than £30m over 30 years!

“Fair Landlord delivers that assurance because it means that spending is planned so that the majority of customers benefit. It protects important services and means that more people see the results of investment in things like

“Fair Landlord is helping Severnside do more, with less. It’s about spending smarter, being clear about the responsibilities of the landlord and customer and tackling issues like the cost of missed appointments, or the

cost to put right empty homes which have been left in a poor condition.

“Many families will be doing exactly the same thing with household budgets. We might not call it Fair Landlord but we will be working to make our income stretch further.”

Issue Two 2017 | Pillar 5

WIN £25 Kids competition

Board member made MBE at Buckingham Palace

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 Pillar and fill in your details below. You can also enter online at www. severnsidehousing.co.uk

Which member of the Housing Plus Group is expanding their business into Shropshire?

Answer: Name: Address:

Postcode:

Tel: Please send entries to: Pillar Competitions, Severnside Housing, Brassey Road, Old Potts Way, Shrewsbury, SY3 7FA

Closing date for entries is Friday 1 December 2017.

The first correct entry drawn will win the prize.

Congratulations to Calista Bridges who won the kids competition in the last edition of Pillar.

6 Pillar | Issue Two 2017

Longstanding board member Mike Roughan was appointed MBE for services to children and the community in the New Year honours list. In the summer, Mike went to Buckingham Palace to receive his honour from the Queen.

Formerly a member of the Severnside board, Mike now sits on the board of Care Plus. Championing adoption services and having been an adoptive parent himself, Mike chairs adoption panels in Shropshire, Telford & Wrekin and Leicestershire & Rutland.

Mike said that he was hugely honoured to meet the Queen, adding that he had been taken

aback when he first learned of the award, late last year.

“It came as a huge surprise but it is a real honour, I am very pleased,” he said. “I felt very privileged to meet the Queen. For me though, I could not have got this award without the work of all the people that make my job possible.”

Les Clarke, director of care and support, said that everyone at Care Plus was delighted with the recognition for their board member: “We are very pleased for Mike and were extremely proud to see the photographs of him receiving his honour from the Queen.”

“It came as a huge surprise but it is a real honour, I am very pleased”

Neighbours celebrate £20 million investment in homes Tasty celebrations marked the completion of Housing Plus Group’s latest development of new homes in Condover. A project that took our fiveyear investment in rural communities to over £20 million.

for rural communities.”

The new residents of Brook Close marked the milestone with a special lunch for friends and neighbours.

In the last five years Severnside and South Staffordshire Housing Association have provided 186 extra homes in rural settings across Shropshire and Staffordshire. These homes are addressing the lack of affordable homes in the countryside and ensuring that villages can thrive.

Housing Plus Group chief executive Sarah Boden attended the lunch and explained why she believes that this kind of development is vital for local villages and rural communities:

In Shropshire rural projects have included developing 21 houses in The Ashes, Morda, 23 homes in Round Meadow, Wem and four properties in Red Abbey Lane, Alberbury.

“We work really closely with our partners to build affordable homes for people who wouldn’t otherwise be able to stay in villages like this,” explained Sarah. “An investment of £20 million represents significant support

“New homes are making a real difference by ensuring more people can afford to live in the countryside and improving the long term sustainability of these areas,” said Sarah Boden.

New homes in Morda

Issue Two 2017 | Pillar 7

Improving your home Last year we spent £4.24m on home improvements, including the replacement of 243 kitchens and 109 bathrooms.

One of the first questions we get asked when we contact customers to let them know we

plan to install a new kitchen or bathroom in their home is ‘what is involved?’

Below is a handy step-by-step guide to having a new kitchen or bathroom installed, which is a very straight forward process.

Step 1

You will receive a letter from Property Plus, letting you know that your kitchen/bathroom has been identified for replacement.

Step 2

Surveys will be carried out to ensure that there is no asbestos present in your kitchen/bathroom, to find out what electrical work needs to be undertaken and to confirm that your kitchen/bathroom qualifies for replacement. To qualify your kitchen must be at least 20 years old and your bathroom 30 years.

Choose what it will look like.

You can have an input into the layout of your new kitchen and select:

Step 3

Worktops

Handles

Style and colour of doors and drawer fronts

Colour of glass cooker splash back

For new bathrooms you can select: Wall and bathroom floor tiles

Step 4

Your new kitchen/bathroom is ordered. Once produced we will contact you to arrange a fitting date.

Our Property Plus team will install your kitchen/bathroom.

Step 5

It will take a maximum of 10 working days to fit a kitchen and seven working days to fit a bathroom. On average the majority of kitchens take six working days to complete and bathrooms five working days.

“Everything is excellent; I show my new bathroom off to everyone who comes around. The men who did the work were fantastic.”

Mrs Jones, Springfield 8 Pillar | Issue Two 2017

We will… ✔✔ Agree a design for your new kitchen/bathroom and ask you to sign it, after which it cannot be changed. ✔✔ Give you as much notice as possible before any work starts.

“The workmen who fitted our kitchen are a credit to the organisation.”

Mr & Mrs Trafene, Monkmoor

✔✔ Take a maximum of 10 working days to install your kitchen and seven working days for your bathroom.

Once we agree an install date with you it cannot be changed – if you are unable to keep this appointment we cannot reschedule until the end of the programme (this can be as long as 12 months). ✔✔ Fit your new kitchen/bathroom. ✔✔ Box in pipework when appropriate. ✔✔ Minimise mess and disruption.

You will need to…

✔✔ Look after your property and lock up when we leave if you are not at home.

✔✔ Agree the design.

✔✔ Tidy up after we have finished and remove all building waste.

✔✔ Understand that there will be restrictions on the use of your kitchen/bathroom while the work is carried out.

✔✔ Commit to an installation date and give us access on the agreed date to do the work.

100%

of customers who had a new kitchen or bathroom fitted in June, July and August rated the work carried out as fair, good or very good.

Issue Two 2017 | Pillar 9

Welfare Reform update Universal Credit currently only affects single people.

However, from February 2018 people who make a new claim for any of the following benefits may need to claim Universal Credit instead.

Income Support Income-based Jobseekers Allowance Employment and Support Allowance

Housing Benefit Tax Credits

What will this mean?

Any benefits you receive will come directly to you on a monthly basis, including Housing Benefit. You will therefore need to ensure that you pay your rent directly to Severnside.

If you are making a new claim it will take six or more weeks

for you to receive your first payment.

You will need to have a bank account for your Universal Credit to be paid in to.

You will also need to set up an online account and ensure you have an email address and phone number that you can be contacted on.

Further information

You can find out whether you are ready for Universal Credit by visiting ucpp.dwp.gov.uk/ universal-credit-preparation and answering a few simple questions.

For more information please call the Universal Credit helpline on 0345 600 0723 or visit www.moneyadviceservice.org.uk

Let’s talk: projects underway for customer panels Our new customer panels are getting started on a number of projects.

In the last issue of Pillar we told you about all the new ways to make your voice heard in Housing Plus Group and introduced the three customer panels: Communications, Scrutiny and Complaints and Compliments.

The panels have already been busy. They set out proposals for the first projects that they will undertake which received board approval in July.

We will keep you updated on the work of the customer panels in future issues of Pillar.

st Let’ alk

Communications Panel

st Let’ alk

Scrutiny Panel

st Let’ alk

Complaints & Compliments Panel

Please call 0300 300 0059 if you would like to know more about becoming a customer panel member.

10 Pillar | Issue Two 2017

Communications panel This panel has been closely involved with the STAR survey and what are called ‘transactional’ surveys – research which takes place after you receive a particular service from us, to obtain your views and feedback.

Scrutiny panel This panel is looking at the performance of our outof-hours enquiry service. They are finding out how well we deal with your calls at times when our busy customer service centres are closed.

Complaints and Compliments Panel members are considering the policies, procedures and reporting mechanisms for Severnside and SSHA to find how they compare against each other and other leading organisations as well as checking the requirements of the Ombudsman and our Regulator. Their findings will support the creation of new, joint policies and reporting processes across the group.

Justice Corner — Meole Brace For a number of years, Severnside and West Mercia Police have worked together to tackle serious issues of antisocial and criminal behaviour in Meole Brace. Problems reported included incidents of violence and prostitution. Also that a gang of drug dealers, from Liverpool, were targeting homes to use for dealing drugs. Sadly in August 2016, 16 year old Michael Warham was found murdered in Meole Brace.

Our officers worked really hard to resolve these issues and took action against tenants and visitors of a number of properties. Evidence from local residents was gathered and the issues raised at each relevant property were addressed: including working

with the police to lawfully secure properties; serving notice on tenants; successfully issuing legal proceedings for possession of property; and even buying back a property to ensure that visitors could no longer disrupt the local community.

It is now one year since the 16 year old teenager from Liverpool was murdered.

The police have secured the conviction of Declan Graves, who will serve a minimum of 20 years in prison and the reports of anti-social behaviour in the Meole Brace area have dramatically reduced.

By uniting forces with the police and tackling tenancy agreement breaches, residents have seen significant improvements in the quality

of life in Meole Brace.

To tackle harassment we need your help.

We will treat any information given to us seriously and in confidence.

If you have witnessed or are the victim of anti-social behaviour, please don’t hesitate to call us or any of the agencies listed below: Severnside Housing 0300 300 0059 or 01743 285000 Shropshire Council’s ASB reporting line 0345 678 9020 Crimestoppers 0800 555 111 West Mercia Police 101 or 0300 300 3000

Sign up and change your life!

The next Prince’s Trust team programme will be starting on 6 November 2017, so why not sign up now and make a positive change to your life?

If you are aged between 16 and 25, the 12 week award winning programme, delivered in partnership with the Prince’s Trust and the City of Wolverhampton College, offers you the chance to:

You will also build your confidence, develop new skills, gain qualifications and make new friends.

On completing the programme you will gain: First aid training Certificate in Community Skills Level 2 in Food Hygiene

Gain work experience.

Residential completion

Take part in community projects.

Health and safety awareness

Enjoy a week long actionpacked residential trip.

It’s the chance of a lifetime, so why not give it a go?

Training will be undertaken on a daily basis, 9-4pm at: Kynaston Road Community Centre, Harlescott, Shrewsbury.

To find out more and watch a video about the Prince’s Trust programme please visit www.severnsidehousing. co.uk/learning-programme Issue Two 2017 | Pillar 11

Smart meters — the simple way to cut your energy bills A new generation of smart meters are replacing traditional gas and electricity meters in homes across the country.

They send automatic readings directly and securely to your energy supplier. They have a display that shows exactly how much energy is being used and how much it costs, in near to real time.

By 2020 the government wants every household in Britain to be offered a smart meter, and it’s estimated that 53 million of them will be fitted in the next three years.

How do smart meters work?

By sending automatic readings directly to your energy supplier via a secure national network used solely for smart meters (similar to car key fobs or

the TV remote), you only pay for the energy you use. And because you can see how much energy you are using, it’s easy to see how you could become more energy efficient.

How could smart meters help you to save money?

You can see exactly how much energy you use, in pounds and pence.

You will receive accurate bills instead of estimates.

You can say goodbye to meter readings!

Smart meters can lead to lower energy bills by making it easier to see the times where you’re using a lot of energy.

Smart meters can be installed at no extra cost to you, by your energy supplier.

What about customers who use prepay meters?

As smart meter technology also works with prepay meters, it will make it easier to top-up your credit. Depending on the supplier, you will be able to top-up online or through a smartphone app with no need to hurry to your local shop!

Getting started

You can start to get energy smart today by requesting more information from your energy supplier. Get the details you need to consider whether smart meters are right for you.

Daisy’s 100th birthday celebration Edgefield Green resident Daisy Evans recently celebrated her 100th birthday in style with a card from the Queen and a party with her family and friends.

Daisy’s two sons, six grandchildren and three greatgrandchildren travelled from across the country to join in the celebration held in the sheltered scheme’s communal room.

Originally from South Wales, Daisy spent many happy years 12 Pillar | Issue Two 2017

as a school cook. She moved to Shropshire in her 80s to be near to her family.

“I wasn’t sure what to expect when I first moved to Shropshire but I quickly settled in and love living here.” said Daisy. “I attend the activities and events in the community room, so I regularly get out and meet my neighbours and friends.”

When asked what she believed was the secret of a long and happy life, Daisy said

“It’s all about having a good upbringing and loving family.

I was one of 10 children and whilst we grew up without much money, we had each other.”

Our tenancies are changing: Fixed term tenancies — new from December Our new tenancies are changing from 1 December 2017, when we introduce fixed term contracts.

If you are already a Severnside tenant this won’t change anything about your agreement with us. You will notice a difference, though, if you or a member of your family starts a new tenancy with us.

What’s new?

New customers NOT in sheltered housing will be given a starter tenancy for one year.

As long as there haven’t been any problems with the tenancy, at the end of that period it will convert to a fixed-term tenancy for five years.

We think that it is important to give people certainty and security. That’s the cornerstone of our role as a not-for-profit social landlord.

Customers starting one of these new tenancies will have the peace of mind that – as long as there are no tenancy breaches – they have a secure home for as long as they want it, right through to the end of the contract.

At the end of the five-year fixed term tenancy agreement, tenancies may be renewed, as long as there have been no tenancy breaches or significant changes in your circumstances.

Throughout the term of the tenancy and in the final year of the agreement, we will

review the conduct of the tenancy as well as household circumstances, to help us understand whether a particular property is still suitable for the tenant.

Why are we making this change?

Fixed term tenancies are supported by the government, who are encouraging the use of these tenancy agreements by social housing providers.

The tenancies recognise that people’s circumstances and requirements alter over time and we are now able to offer a much wider range of products and tenures to meet changing demand.

It is a flexible service and more responsive to customers.

At the end of the fixed term tenancy, a review might suggest that a customer would benefit from a different kind of home – larger or smaller, as family sizes change. It could be that a customer would be looking to move into home ownership or to one of the market rental properties offered through Severn Homes.

As well as being responsive to changing needs, fixed tenancies are also part of our Fair Landlord framework.

There can be long waiting lists of people in need of affordable homes in this area. It is our responsibility to make sure that general needs homes are

available to those who need them most.

By taking a fresh look at the circumstances of our customers and helping some of our tenants to find a home that better suits their needs; we can ensure that we provide homes in the fairest possible way.

Do the new tenancies apply to everyone?

Fixed term tenancies do not apply to people who are already a tenant of Severnside Housing or South Staffordshire Housing Association before 1 December 2017.

Some groups of customers will continue to be offered lifetime tenancies after that date. The Homes and Communities Agency recognises that people with particular vulnerabilities need greater housing stability. In line with the recommendation of the government office, anyone moving into supported housing including sheltered accommodation will continue to receive lifetime tenancies.

For more information about our tenancies please visit - www. severnsidehousing.co.uk or call our customer services team on 0300 300 0059.

Issue Two 2017 | Pillar 13

Tenancy fraud:

why it’s up to all of us to beat the fraudsters Tenancy fraud can take place when someone gives false information to apply for a home. That could mean that they are offered a home which should have gone to someone in greater need.

Fraud can happen during the tenancy, too, where a tenant sublets all or part of their home to someone else so that they can make extra money illegally.

What is the impact of tenancy fraud?

Tenancy fraud has an impact on all of us. Crucially, it reduces the number of affordable homes that are available for people who really need them. It could make it more difficult for your children to find affordable rented homes enabling them to live and work in the local area.

There are other effects too.

Anti-social behaviour may increase in areas where homes are sublet and this can mean

that your neighbourhood isn’t a safe, enjoyable place to live.

For Severnside, there is an increased risk of damage to our properties and rent loss.

This means we have to spend more money repairing homes and less on investing in home improvement and community projects – the very opposite of everything we strive to achieve as a Fair Landlord.

Be aware Do you know your neighbours and who the tenant should be in their homes?

Has there been a change of occupants at a neighbouring property?

Do you notice any unusual activity in the neighbourhood?

Nationally, it is estimated that at least 100,000 housing Have you overheard any association homes are suggestion that a home is affected by some form of being sublet? tenancy fraud. This has a direct impact on the thousands Does the neighbouring of people on waiting lists property appear to be throughout the country, in empty? temporary accommodation or looking to transfer to a more Report it suitable home.

Tenancy fraud reduces the number of homes available for people who really need them.

It’s not fair and it’s illegal. We are working hard to prevent tenancy fraud and you can help by reporting anything you might see as suspicious.

Did you know?

Tenancy fraud costs £2 billion to taxpayers each year

Subletting is a criminal offence and those found guilty can face up to two years in prison and/or a £5,000 fine 14 Pillar | Issue Two 2017

How can you help?

If you suspect tenancy fraud you can report this to us by calling our customer services team on 0300 300 0059. The information you give us will be dealt with in confidence.

7 • Annual Report 2016/17 • Annual Report 2016/17 • Annual Report 2016/17 • Annual Report 2016/17 • A

Annual Review 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. Here is an at-a-glance guide to our performance in key areas.

Income and expenditure How your rent is spent

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

How each pound of your rent is spent:

9p

5p

£1

17p

18p

Value for money

We made £455,000 in savings in

2016/17 including £133,000 through merger.

We spent 58% of our budget, in Shropshire, helping to support and benefit local communities.

29p

22p

Investment in new homes

29p

Staff costs and overheads

22p

Interest on our loans

18p

Repairs and services to our homes

17p

Improvements to your home

9p

Services to your home and communal areas

5p Issue Two 2017 | Pillar 15

Annual Report 2016/17 • Annual Report 2016/17 • Annual Report 2016/17 • Annual Report 2016/17 • Ann

Customer services

Customer satisfaction

In 2016/17 we answered 82,278 calls from you.

Number of complaints received: 2015/16: 59 complaints

88.06% of calls were answered within 30 seconds.

85.95% of your queries and

requests were resolved the first time you called.

13,433 customers were

welcomed at our Brassey Road reception.

7,004 email enquiries were answered.

2016/17: 58 complaints

Complaints responded to within 10 day target: 2015/16: 73%

2016/17: 75%

Complaints resolved at stage 1: 2015/16: 95%

2016/17: 90%

Complaints acknowledged within 2 days: 2015/16: 93%

2016/17: 97%

Your neighbourhood 17 estate walkabouts took place in 2016/17.

2 new Neighbourhood Standards Agreements were established.

23 remain in place across our communities.

16 Pillar | Issue Two 2017

nual Report 2016/17 • Annual Report 2016/17 • Annual Report 2016/17 • Annual Report 2016/17 • Annual R

Your community Our employment and money advice team received 399 customer referrals.

87.7% of those customers referred were successfully supported with £720,000 of extra benefits and income secured.

454 people attended 35 different

training sessions delivered through our Learning Programme. 95% rated their course either good or excellent.

24 young people successfully

completed The Prince’s Trust programme – 9 are now in employment or further education.

Your tenancy We are committed to keeping rent arrears below 1.2%

Result: rent arrears fell to 0.94% in 2016/17 We let 592 homes. 121 of these homes were newly built properties.

81 families successfully exchanged their home.

We spent £573k improving and repairing 462 homes that became vacant to ensure they met our lettable homes standard.

1,172 hours of customer support

and access to the internet was provided through our Digital Dens.

Over 400 certificate modules of Learn my Way training were

completed and 23 customers gained City & Guilds qualifications.

More than 1,100 attendances were recorded at our popular weekly job clubs and drop-ins.

Issue Two 2017 | Pillar 17

7 • Annual Report 2016/17 • Annual Report 2016/17 • Annual Report 2016/17 • Annual Report 2016/17 • A

.

Your home Improvement work

£4.24m of our total budget was

spent on planned improvements to 829 of our homes.

Major works completed in 2016/17 include:

243 new kitchens 242 central heating systems 109 new bathrooms 109 rewires 53 fascia and soffit replacements 50 new gas supplies

New homes

In 2016/17 we built 176 new homes, our highest ever number.

Tenures of completed properties 10

4

23

23 electrical heating systems Well maintained homes

We spent £8.3m on repairing, maintaining and improving our homes.

139

Affordable and discounted rent

139

12,258 property repairs were

Shared ownership

23

completed in 2016/17.

Social rent

10

98% of customers were happy with

Market rent

4

the repair service they received.

99.92% of emergency repairs were

completed within our 24 hour target.

97.2% of routine repairs were

completed within our 14 day target.

18 Pillar | Issue Two 2017

Diane retires and is shortlisted for a prestigious award Diane Chandler has recently retired after 36 years ‘living and breathing’ her sheltered officer role.

Residents at Edgefield Green, Shrewsbury organised a retirement party in her honour and she was inundated with cards and gifts from well wishers.

“The residents arranged a lovely surprise party for me.” said Diane. “So many people came and I was quite overwhelmed by it all.

“I was presented with a beautiful Welsh lead crystal vase and garden vouchers to help with the redesign of my back garden — a retirement task me and my partner, Steve have been planning for some time.”

Diane has always enjoyed her job, especially the daily interaction with residents.

She is passionate about sheltered housing and

believes in its transformative power.

“Sheltered schemes can be wonderful places.” explains Diane.

“It’s not about the bricks and mortar, it’s about life in the community and a sense of belonging.

“What older people want is the opportunity to live independently, safely, as part of a community. In many neighbourhoods older people sometimes go weeks without speaking to anyone; they can feel vulnerable, isolated and trapped in their homes.

“At Edgefield Green residents can express themselves among friends new and old, make their own choices and get more out of life.”

Diane’s commitment to Edgefield Green over the years has been outstanding.

She’s fostered links with the wider neighbourhood to ensure residents play an active part in the local community, baked cakes for social club meetings and has even been known to clear snow and grit pathways in the winter.

Diane’s manager, Shirley Castree,

talks of the obvious respect and affection the residents have for Diane.

“Diane understands the loss of confidence that often comes with age. She has provided reassurance. Residents know that she will help them in situations that make them anxious or nervous. The confidence she delivers can make the difference between someone continuing to live independently in their own home and needing to move into residential care.

“Having had the same job for 36 years, Diane is something special. Her knowledge and passion are exceptional.”

In a fitting tribute to her retirement and in recognition of her dedication, Diane has recently been shortlisted for the Best Community Leader/ Unsung Hero award category in the Women in Housing Awards 2017. The winner will be announced in November 2017.

Issue Two 2017 | Pillar 19

Expansion for successful care service Care Plus at home, the successful service providing care and support to people in their own homes, is expanding into Shropshire. Care Plus is part of Housing Plus Group, together with Severnside Housing, SSHA, Severn Homes and Property Plus.

The care at home service is already delivered to customers in Staffordshire, where last year the dedicated team provided more than 1,000 hours of care and support each week.

work of our dedicated team, recognised as one of the best in the country.

From October, Care Plus at home will begin offering the same service to people living in Shropshire.

“I live with my husband and my little dog, Tiny.” said Joyce Woolley.

“When I became paralysed on my left side, I really needed help. The carers have been absolutely great. I couldn’t ask for anything else. They’re marvellous.”

Often, this kind of service can make the difference between someone needing to move into residential care and continuing to live independently in familiar surroundings close to family and friends. It is estimated that more than 120 people were able to live independently in their own homes as a direct result of the

It is a very exciting time for Care Plus and I am delighted that people in Shropshire will have access to this service,” said Les Clarke, director of care and support.

“We are incredibly proud of the difference we make to the lives of customers and their families. Our care and support teams do remarkable work which results in outstanding levels of customer satisfaction.”

Satisfied customers ✔✔ 100% of Care Plus customers describe their carers as good or very good. ✔✔ 99% of Care Plus customers are very happy with the service.

✔✔ 100% of Care Plus customers say their carers treat them with dignity.

20 Pillar | Issue Two 2017

National recognition Care Plus has been recognised nationally for the excellent care they provide and for the outstanding work their professional and compassionate carers deliver.

Care & Support Team of the Year 2017 FINALIST

Unsung Hero Award 2017 — Diane Chandler FINALIST

Our care and support services enable people to remain active and independent. Our main aim is to make a difference.

We are recruiting care workers to expand our Care Plus at home team in Shropshire: Role

Care & Support Provider of the Year 2017 FINALIST

Care Team of the Year 2017 NOMINATED

To provide high-quality care, helping people to live independently in their own home.

To deliver care and support tailored to individual needs.

Requirements

Find out more

If you would like to know more about our at home care please call 0300 300 0059 or visit our website ­— www.care-plus.org.uk

Work with us We are looking for very special people to deliver our at home care.

Joining Care Plus means that you are more than part of a great team. You are a huge part of people’s lives. You aren’t just making a difference, you are the difference. Often you’re what makes it possible for people to live independently in their own home.

A good understanding of the needs of older people and a desire to make a difference.

A commitment to undertake ongoing training and development.

Driving licence and own transport.

We may expect a lot from our people, but we give plenty in return. Work with us and you will receive a generous employment package, including: 30 days’ holiday each year, including bank holidays (pro-rata for part-time staff).

Above-average pay for the care sector — NVQ 2/Care Certificate required.

Guaranteed hours.

Free uniform.

Contributory pension.

“We give the kind of care we would want a member of our own families to receive.” said carer, Kizzy Murphy. “Always respect their views, always respect their dignity. Remember they’re a person.

This is a lot more than just a job.”

Supportive appraisal and development.

Recognition of your status as a care professional.

Chance to work in a growing organisation, with plenty of career development opportunities.

Excellent training opportunities.

Visit our website www.care-plus.org.uk or call our team on 0300 300 0059 for further details.

Issue Two 2017 | Pillar 21

More choice for you:

Homes available for market rent, shared ownership and purchase Severn Homes is a specialist company within Housing Plus Group, offering more choice for house-hunters in Shropshire and Staffordshire.

Severn Homes operates as a commercial company, providing homes for private rent, shared ownership or outright sale.

Exciting development sites are under construction throughout the area and more than 124 homes are privately rented.

Simon and Jess Quilter bought a shared ownership property through Severn Homes. Months after moving into their two-bedroom house, baby Shannon was born.

“This is just what we wanted, a new house on what feels like

a family estate,” said 33-yearold Simon. “It’s important that we’re in a nice home and there is a real sense of security through shared ownership.”

The couple pay a mortgage for 25 per cent of the property’s value and rent the remaining 75 per cent share. They are now paying £100 a month less than it cost to rent their previous home.

“Buying a house does seem quite daunting but if we had any questions we knew we could always contact Severn Homes,” says Simon. “It was a lot easier than we were expecting and the extra money really helps; especially now we have a baby.”

Curlew Meadows, Baschurch

Simon and Jess were helped

by Severn Homes sales advisor Jackie Sheppard, who explains “The best part of my job is helping somebody find the right home and being there from start to finish.”

A stunning collection of two, three and four bedroom homes set amongst some of Shropshire’s finest countryside.

Visit www.severnhomes.co.uk for more information 22 Pillar | Issue Two 2017

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

Sometimes we need access to your home to carry out safety checks.

Our Safety First responsibilities: Electrical installation checks and associated repairs Ensuring all our schemes and communal areas have a Fire Risk Assessment and that any remedial work identified (such as fitting fire doors) is carried out.

Servicing and maintaining passenger lifts Managing asbestos Gas servicing and repairs Solid fuel and oil central heating servicing and repairs Non-vented cylinders safety feature checks Solar system and rainwater harvesting inspections

By law, we must carry out an annual gas safety check of your home.

If you don’t have a gas supply to your home, we may still need to carry out a periodic check. It is a regulatory requirement that we visit a sample of these properties each year.

We make sure that gas fittings (appliances, pipework and flues) installed by us are maintained in a safe condition.

All work is carried out by a Gas Safe registered installer and a gas service is carried out on each appliance/flue in your home every year. On new tenancies, all gas appliances and flues will be checked before you move in.

As a Severnside customer it is an important condition of your tenancy that you allow access to your home for vital maintenance and safety checks.

Failure to give reasonable access to your home to carry out safety checks is a breach of tenancy and could result in legal action. Even more importantly, though, you could be putting at risk your own life and those of your family and neighbours.

Gas safety checks Severnside has a legal responsibility to carry out an annual gas inspection at every one of our homes with a gas supply.

If we book a gas safety check appointment with you it is really important that you are in to let our contractors, PH Jones undertake this essential work.

Unfortunately, if we cannot access your property to carry out these important gas safety checks, we will take legal action to gain entry.

PH Jones also undertake a number of our other safety checks including solid fuel and oil heating systems, non-vented cylinders, solar system and rainwater harvesting.

If you need to change an appointment for a safety check please contact PH Jones on Freephone 0800 316 2104 or from a mobile 01743 719051.

Issue Two 2017 | Pillar 23

Residents star in billboard campaign Customers and colleagues across our Group are starring in a campaign aimed at getting to the heart of what a home means to all of us.

The soon-to-be celebrities had their first taste of fame with the unveiling of supersized posters in the busy centre of Telford. The posters have appeared on hoardings around Reynolds House, being developed to provide a new head office for Housing Plus Group.

“As we prepare for our own move into a new ‘home’ we wanted to underline the power of a home to change lives,” explained chief executive Sarah Boden.

Featuring in the #BuildingOurFutureHPG campaign are customers Stephen Pugh and Adam and Krystina Lloyd. Stephen made over 600 appearances as goalkeeper in local teams, even sitting next to legend George Best in a changing room.

He’s faced triple tragedy, losing his mum, dad and 35-year-old brother within 18 months before suffering a heart attack requiring a quadruple bypass.

Despite overcoming all of this, Stephen found searching for a job to be his biggest challenge yet. That was until Severnside stepped in and give him the support he needed.

Severnside is one of 20 organisations providing support to help local people 24 Pillar | Issue Two 2017

into work, having received £3m of Building Better Opportunities funding for Shropshire, Telford and Wrekin.

Stephen received one-to-one support, including improving his IT skills, searching for jobs and mock interviews.

After a decade of job searching, Stephen finally secured a cleaning job at Attingham Park in Shrewsbury.

“I tried my best to look for a job but kept on getting turned down,” explained Stephen, who has been our tenant for 28 years. “But then I got help from Severnside and I can’t thank them enough. They’ve provided me with a home and made me feel more worthwhile by giving me back my working life. I’m now fit and ready for work and I’m also meeting lots of new people so everything is really coming together for me now.”

Adam and Krystina Lloyd live in an apartment in Pencric, the extra care development in Penkridge, Staffordshire managed by Care Plus. The couple, both of whom have disabilities, got married last year.

“Home gives me independence and a sense of responsibility I’ve never experienced before. I enjoy being in our own space. When we close our front door it’s just me and Krystina,” explains Adam. “For many people with disability, independent living is an impossible dream.”

Also taking part in the campaign is John Grosvenor who works for Property Plus, leading the award-winning Home MOT team providing facelifts for neighbourhoods across Staffordshire. He says: “It feels good to make a difference to a community.”

Reynolds House will be the site of a new head office,

News in brief

scheduled to open during 2018. Our local offices will remain in Shropshire and Staffordshire, as we committed to customers during the formation of the Group.

“Since our merger in October 2016, Housing Plus Group

has operated two head offices,” said Sarah Boden.

“A new home for the Group will improve services for customers and reduce our operating costs, enabling us to create more homes for people like Stephen, Adam and Krystina.”

More information about the stars of the campaign can be found at www.housingplusgroup.co.uk/building-our-future

A new film about the work of Housing Plus Group features our staff and customers. Find out more about some of the life-changing work we do and watch drone footage of our superb new developments. Watch the film at www.housingplusgroup.co.uk/building-our-future

The film is part of our #BuildingOurFutureHPG campaign so please share it on social media.

Issue Two 2017 | Pillar 25

Fly-tipping clean-up costs increase Fly-tipping is on the rise.

It’s a problem blighting neighbourhoods nationwide and clean-up costs in the UK are expected to top £50m in 2017.

At a time of funding cuts to public services, the country is spending a vast amount tackling fly-tipping, using money which could be spent on vital frontline support.

In Shropshire and Staffordshire, we are spending money which could be used on home improvements to remove rubbish which is not only an eyesore for our customers but could also present a danger to health and a potential fire hazard.

Last year, Severnside spent a large amount of money dealing with fly-tipping. This is money that could have been spent on installing new bathrooms and kitchens in customers’ homes.

“It’s an increasing problem,” said neighbourhoods director Jan Goode. “For instance we are removing a lot of

discarded fridges and freezers. For us to dispose of a single fridge costs £220. An individual can take a fridge to their nearest household waste and recycling centre free of charge. You can even ask your local council to collect bulky items for a small fee.”

Keeping you safe Keeping internal communal areas in apartment buildings clear of objects and preventing fly-tipping there, plays a big part in improving the safety of residents, as well as creating a pleasant living environment.

Housing services team leader Mark Pragg said that safety was a huge concern for residents.

“Fly-tipping is having a big impact on our customers.

They are quite rightly concerned about fire safety and worried that discarded waste in communal areas attracts pests. We completely understand, too, that it spoils their living environment.

“A big problem is fly-tipping in the outside drying areas behind some blocks of flats.

We’re asking residents to work with us to tackle this problem.

Keep a look out for suspicious activity and if you think flytipping is taking place, please let us know straight away.

Senior tenancy and estate management officer Teresa Smith said that fly-tipping and safety were a huge concern for South Staffordshire Housing Association residents too.

“Keeping internal communal areas clear of rubbish and unwanted objects plays a big part in improving the safety of residents. Many of the items we remove from stairways and communal areas in flats posed a significant danger to people living in the building.

Cardboard boxes and bags of rubbish are highly flammable and discarded furniture as well as mats outside the doors of flats could make it more difficult to escape quickly and safely in the event of fire.”

Fly-tipping in communal areas and in our neighbourhoods can pose a serious risk to you, your family and your neighbours lives. This is why we operate a zero tolerance policy and will thoroughly investigate any reports of flytipping.

Report it!

You can call our customer services team on 0300 300 0059 to report fly-tipping in communal areas and in your neighbourhood.

26 Pillar | Issue Two 2017

Further information Please call Shropshire Council on 0345 678 9000 or visit new.shropshire.gov.uk/recycling-and-rubbish to find your nearest household recycling centre, how to dispose of large bulky items and general household waste advice.

Safety inspections Severnside regularly inspects blocks of flats and communal areas to identify and manage any potential health and safety risks to customers.

During these inspections we check that: Stairs and passageways are clear of any obstructions such as prams, pushchairs, bicycles, rubbish and unauthorised wall

ornaments or floor coverings such as door mats and carpets.

Signage is in place and is legible.

There is no visible damage to or fault with emergency systems including lighting, detectors and alarm panels.

Storage cupboards, fire doors and communal entry

systems are not visibly damaged and are being used responsibly ie, not being propped open or left unlocked.

Refuse bins are being stored and used responsibly.

Please help us to keep you and your family safe by keeping all communal areas clear and free from rubbish at all times.

Review of Anti Social Behaviour (ASB) management As part of the harmonisation of services ensuring that customers of Severnside and SSHA receive the same quality of services wherever they live, the neighbourhood team is currently developing a joint approach to managing nuisance and anti social behaviour in Shropshire and Staffordshire.

The review is an excellent opportunity for the team to take the best features of the management processes in both areas to design a brand new service, including the latest computerised ASB case management system, called ReACT.

The upgraded system will help us to provide an effective, timely response for victims of ASB and will also give a clear understanding of patterns of nuisance behaviour in particular areas, so that we can better target resources to help customers experiencing this distressing issue.

Neighbourhoods manager, Helen Oakes is leading the review. She explained: “We want to provide better outcomes for customers experiencing ASB and to support sustainable neighbourhoods. We would welcome input from customers in this process. If you would like to play a part in the review,

please email me on helen. oakes@housingplusgroup. co.uk. We will contact you at key times during the review, so that your experiences and feedback can make a difference.�

We will keep you updated about the progress of the review and any changes taking place as a result, in future issues of Pillar.

Issue Two 2017 | Pillar 27

Word search

WIN £25

Find the 10 hidden words to win a £25 shopping voucher.

Please send us your entry to the address below, by Friday 1 December. The first correct entry drawn will win the prize.

Pillar Competitions Severnside Housing Brassey Road, Old Potts Way Shrewsbury, SY3 7FA Name:

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Postcode:

Tel: Congratulations to Karen Dunning who won the word search competition in the last edition of Pillar.

Useful contact numbers Customer services: 0300 300 0059/01743 285000 Out-of-hours repairs: 01743 360945 WELbeing: 01323 644422 ASB reporting line: 0345 6789020 Domestic abuse helpline: 01743 285123 PH Jones (Gas servicing): 0800 316 2104 or 01743 719051 (from mobile) Severnside Housing provides a telephone interpreting service for more than 150 languages and can provide this document in a range of formats.

Find these words Anniversary Celebration

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First Birthday Housing Plus Group Severnside SSHA

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Care Plus Property Plus Severn Homes AWE

Stop press...

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STAR survey

We are delighted that so many of you responded to our STAR survey, which was an opportunity for you to tell us how satisfied you are with your home and the services we provide.

STAR

The results are being reviewed and an action plan is being developed to ensure you receive even better services from us in the future.

You can find out more about customer feedback and our action plan on our website — www.severnsidehousing/ my-home/let’s-talk/surveys. We will also be reporting back in more detail in the next issue of Pillar.

Jesli potrzebna jest jakakolwiek pomoc w zrozumieniu niniejszego dokumentu, lub potrzebne jest tumaczenie na inny jezyk, prosze o telefon na numer 0300 300 0059.

28 Pillar Issue Printed |on paperTwo from 2017 sustainable forests with FSC mixed source credit.

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