Pillar -- Summer 2015

Pillar

A newsletter from Severnside Housing

Summer 2015

Have your say – why not get involved? – page 4

Cover photo – Debbie McBride, Resident Senate Member helping resident Jamie McKean get online at the Two Fat Rascals Café.

Severnside can help you get online – page 5

Grand Openin Chapel Close g at – page 7

ogramme r P g in n r a Le ess – page 10 c c u S h c n Lau

Community Chest Fund A number of Community Groups have benefited from our Community Chest Fund which was set up to support local voluntary, community and recreational groups working in the local area.

Messages on anti-social behaviour, bullying, hate crime, diversity, drugs and alcohol awareness, internet safety, cyber bullying, dog fouling and littering are just a few of the topics covered at the event.

The Community Chest recently granted funding to Shrewsbury and Oswestry Crucial Crew. The Crucial Crew holds an annual event in Nesscliffe for 1,500 eleven year olds, over a two week period. At the Crucial Crew event professional agencies deliver essential life skills messages to impressionable youngsters as they prepare to become junior citizens at secondary school.

Funding was also granted to the Shrewsbury Up & Comers Football Club. The local football club held a football tournament at Shrewsbury College of Arts & Technology which attracted 48 football teams with children aged between 7 and 10.

The funding was for the tournament programme.

New leaflets Just to let you know that there are 2 new leaflets available.

1. Why sharing your rent payment information will benefit you 2. Universal Credit – paying your rent to Severnside Housing You can view a copy of these leaflets on our website www.severnsidehousing.co.uk, pick-up a copy from our Reception at Brassey Road or call us on 0300 300 0059 to request a copy.

DAWN’S SENATE BLOG Since the last blog, so much has happened – we have had some interesting meetings, and our new members are settling into their new roles.

We have been able to sign off the last project called Resident Involvement Access to Senate, and we have sent a report to the board in the form of a ‘green paper’. There are some great ideas that have come out of this project, and Senate now have a succession plan to bring more tenants into the Senate to make a difference and have a voice.

Our new project – Preparing for Universal Credit is progressing well and we feel that Severnside is prepared for these changes. I will of course keep you updated on this. Universal Credit is happening and we, on the Senate, feel that everyone needs to find out about it and how it may affect all of us. Anyone wishing to find out more should contact Severnside, who will be able to help.

The Senate Away Day on the 27th March was a fabulous day. The morning session was opened by Sarah

2

Pillar Summer 2015

Boden and we had speakers from various Severnside departments including Steve Manning, Sue Groom, and Sue Dell, who gave us more information about the new Consumer Standards that the Homes & Communities Agency has introduced. It was an informative morning as all staff members were able to give us an update on how Severnside are going to meet these standards.

In the afternoon, it was great to see members of the Customer Panel, Resident Inspectors and Senate all working together.

We took part in activities that showed the importance of communication and making sure all the Tenant Groups work and complement each other, fitting together like a jigsaw. At the end everyone said how they were going to continue the good work started during the afternoon session. It was a very positive afternoon and we are now planning our next one. The afternoon was closed by Andy Parkes, Senate Chair. A special thank you to Debbie McBride, who worked so hard and all who attended in making the day such a success.

Everyone on the Senate is working hard to make sure that tenants have a voice, that we ask Severnside the difficult questions and look into the policies and procedures that Severnside work within.

We also keep up to date on what is happening within the housing world so that we are fully informed. As the Away Day showed every involved Tenant Group has its role to play and we all complement each other, with the ultimate aim of helping Severnside be the best it can be.

We are always looking for new tenants to come and get involved with the Senate, further backed up with the succession plan that has come out of our last project. So please, if after reading my blog, you would like to know more about anything the Senate are doing or how to get involved, please contact me. I am very passionate to make sure other tenants remember that every member (other than board members) on the Senate is a tenant and we all want the best.

Please get in touch! You can contact me at senate@severnsidehousing.co.uk or telephone 01743 285035.

Summer 2015

Complaints End of Year Summary Severnside encourages customers to both compliment good service and to complain if this is not the case as we know that every complaint is as an opportunity for us to improve our service.

During 2014/15, fifty five customers contacted us to make a complaint, which was nine more than in the previous year.

Of the fifty five complaints received, thirty four customers contacted us due to a problem with repairs and maintenance.

This is not surprising as we carry out over 22,000 repairs each year and, although we would much prefer our customers not to experience any issue with the level of service they receive, given the number of repairs we do, we accept that sometimes things go wrong.

The next highest complaint category is with communication. These complaints have been across all departments and mostly relate to customers feeling frustrated by not being updated on what is happening with something they have reported to us.

Severnside is committed to giving first class customer service and we have provided customer services training to our staff over the last few months and will continue to do so.

With regards to Severnside learning from complaints, some of the changes we made last year as a result of receiving complaints are:

Complaint received about…

What we did…

Severnside not being clear on the cost to replace a window – complaint upheld

We put in place a procedure to improve communication to ensure costings are accurate and passed on to customers.

Customer was unhappy about an invoice being sent out late – complaint upheld

We have contacted the relevant departments to ensure that a system is put in place to ensure this does not occur again.

Customer had works carried out in her property but not all that she had expected, without any explanation – complaint upheld

We altered our system so customers are advised of which works will be carried out and also altered the procedure.

Customer was frustrated that a tree The tree was not on land belonging to was blocking light from a window – Severnside. Staff have been reminded to check boundaries to assist customers in a complaint partially upheld timely manner.

Customer was frustrated by not having a gas supply to the property – complaint not upheld

After looking into the matter it was discovered that the customer had a debt on the meter and the customer was signposted to the financial inclusion team.

Customer Services Team has been capturing information Niggles The about ‘niggles’ – expressions of customer dissatisfaction which are not formal complaints. During 2014/15, the team collected 135 niggles which covered many areas, for example staff not arriving on time, customers not receiving a call back, and generally poor communication. The majority of these niggles were resolved on the day, or very soon after, and none of them led to a formal complaint being made.

If you would like to make a complaint, give a compliment or provide us with any other feedback, please contact us on 0300 300 0059, email enquiries@severnsidehousing.co.uk or write to Complaints, Severnside Housing, Brassey Road, Old Potts Way, Shrewsbury SY3 7FA.

Ways to pay your rent We have a range of convenient ways for you to pay your rent and service charges: • By Swipe Card - At any Post Office or shop which display the Paypoint or Payzone signs • By Telephone – Card payments can be taken over the phone by our Customer Service Centre on 0300 300 0059 • By Direct Debit or Standing Order • By Payment Machine – In the Reception at our Brassey Road Offices which accepts cheques or cash If you are struggling to pay your rent, have concerns about debt or are worried about losing your home, please talk to us on 0300 300 0059 – there are many ways we can help you.

Pillar Summer 2015

3

Have your say

– why not get involved?

Severnside really want residents to get involved and let us know how we can improve services. We have a number of resident engagement groups and ways you can become involved: Resident Senate – work directly with our Board ensuring residents influence how we plan and deliver services.

Customer Panel – work to improve the way our services are delivered, looking at new projects and how these affect residents’ lives.

Resident Inspectors – test and inspect existing services and delivery standards using a variety of measures. These may include mystery shopping and satisfaction surveys.

Asset Management Tenant Involvement Group (AMTIG) – review tenders and specifications for our services.

Grounds Maintenance Inspectors – inspect and assess ground maintenance services delivered in their local area.

Equality & Diversity Focus Group – ensure we tailor our services to meet our diverse customer needs.

Digital Champions – we offer our involved residents the opportunity to become digital champions by completing a short course through Learn my Way. Below is an Involved Tenant Groups Calendar. Customer Panel meetings are open to all residents to attend.

For any Resident Senate enquiries please contact Kelly Edwards on 01743 285035 or email senate@severnsidehousing.co.uk To raise an issue or for more details on any other group please contact our Community Development Team on 0300 300 0059 or email community@severnsidehousing.co.uk Please note help with transport is available by prior arrangement with the above contacts.

2015

Debbie McBride is a member of Senate.

“I have been a Severnside tenant for just over a year now and have been heartened at the encouragement tenants are given to get involved. Right from the start it was clear that I could get involved as much as I wished. I attended the first New Tenant Workshop, which was useful for many reasons, and then became involved with the Customer Panel. After a few months I decided to apply to the Resident Senate and joined just before Christmas 2014. Right from the start I have met with encouragement and enthusiasm from Severnside staff and other involved tenants, felt valued, made friends, learnt new skills and have been given experiences and opportunities within Severnside’s working environment.

This has all helped to boost my confidence and skill set no end!

I am also delivering Learn my Way IT Courses at the Two Fat Rascals Café in Shrewsbury, once a week, which I thoroughly enjoy. I think it is really important to help by encouraging people to get online.”

Charles Wainwright is a Digital Champion.

“I have been helping out at the job club at Castlefields Digital Den for a number of months and really enjoy helping people with limited IT skills get online to look for work. It’s great being able to give something back to the community.”

Resident Resident Grounds Maint.

Senate Inspectors Inspectors June 18th 23rd 9th July 9th, 14th, 28th 14th 20th August 25th 11th September 15th, 29th 8th 15th, 21st October 13th, 27th 13th, 21st November 10th, 24th 10th 16th December TBC 16th

*Challenge event

4

Pillar Summer 2015

Customer Equality & Diversity Panel 24th @ 6pm

30th @ 10am 21st* @ 10am 25th @ 10am 16th @ 10am

21st* 16th

If you would like to get involved please call our Community Development Team on 0300 300 0059 or email community@ severnsidehousing.co.uk. We look forward to hearing from you.

We have created a new area on our website called Benefit Changes to keep you informed about changes to benefits, including Universal Credit.

There is a video you can watch that tells you about Universal Credit and we have included useful links to other websites where you can get further help and advice.

We will regularly update this area to keep you fully informed.

Visit: www.severnsidehousing. co.uk/severnside-benefitchanges

FREE Internet access

Free internet access is available during office hours in our Brassey Road Tenants’ Resource Centre, which is open for any of our tenants to use.

We also offer many get online sessions at our Sheltered Housing Schemes. Please check with your Sheltered or Supported Housing Officer for more details.

Drop in sessions, with internet access, are provided at Castlefields Digital Den every Wednesday 10.30am to 12.30pm. Everyone welcome.

Severnside can help you get online Computers and the internet can be scary if you have not used them before. Even if you have some computer experience you can still feel daunted as you may be worried that something will go wrong.

With more and more services only available online perhaps you are thinking it’s time to get to grips with computers and the internet once and for all? If so, we have lots of opportunities for you to do just that:

Why it’s good to get online!

• You can keep in touch with friends and family all over the world • Order your weekly food shop • Look for a new job • Win prizes in competitions • Get recommendations and advice, whether on travel, eating out or caring for a relative or friend • Download books and films or catch-up on your favourite TV programme

• Learn new skills or follow your hobbies • Complete everyday chores, like booking appointments or filling in official forms • Manage your money • Get tips on staying healthy • Find online bargains Whatever you want to do with computers and the internet come along to one of our get online opportunities and just take it one click at a time!

Job Clubs

IT Courses Join us to undertake a ‘Learn my Way’ IT Course. Learn my Way really makes online learning easy.

It doesn’t matter if you’ve never used a mouse or keyboard before, Learn my Way courses are suitable for everyone.

Time: Mondays 10am – 12noon Venue: Two Fat Rascals Café, Riverside Shopping Mall, Unit 24, Shrewsbury, SY1 1PL Delivered by: Debbie McBride, Resident Senate Member No booking necessary just call in and see how we can help you get online.

You can get help and support to get online and we offer help and advice to access Universal Jobmatch, complete job searches, write CV’s and complete job applications at our job clubs: Castlefields Digital Den: Thursdays 10:30am – 12:30pm

We also have a number of IT courses available in our 2015 Learning Programme including Online Basics for Beginners and Keeping you and your Family Safe Online.

Meole Brace Digital Den: Tuesdays 11am – 1pm and Thursdays 10am – 4pm

Why not take a look through the Learning Programme by visiting our website www.severnsidehousing.co.uk. You can also request a copy by contacting our Community Development Team on 0300 300 0059 or email community@severnsidehousing.co.uk

The Hive, 5 Belmont, Shrewsbury: Wednesdays 2pm – 5pm (during June and July) – aimed at 18 to 25 year olds but everyone welcome

IT Sessions for Over 60s Join us for six friendly and relaxed sessions based on the Learn my Way IT programme: Week 1: Keyboard and mouse basics Week 2: Using a computer and introduction to the internet Week 3: Keeping in touch and stay safe online Week 4: Accessing public places Week 5: Online shopping and working with your photos Week 6: Review of weeks 1 to 5 and using laptops and tablets Venue: Meole Brace Digital Den, 25 Maesbrook Road, Shrewsbury, SY3 9NL

Pillar Summer 2015

5

Tenants’ Challenge Event Tenants were invited to join us for a challenge event at the end of April with our Customer Standards being the main focus of our discussions.

Tenants were invited to challenge us on: • how we’re doing; • whether our service is good; • what happens when we get it wrong; and • how can we be even better in the future.

Working in groups we looked at our Tenancy, Neighbourhood, Home and Tenant Involvement and Empowerment Standards and shared feedback from tenants who had expressed dissatisfaction in our recent STAR survey.

Lots of lively discussion and debate took place and Severnside received some very enthusiastic and positive feedback to follow up. The challenge event started the process of updating our Customer Standards which will be finalised later in the year.

Severnside residents and staff working together at the Tenants’ Challenge Event

We are sorrrily20! 15 some tenants unfortunately

in Ap Following a systems error ount t taken from their bank acc en ym pa t ren bit de t ec dir had their April cted is ntee system, any tenant affe ara gu bit de t ec dir the r twice. Unde bank account, yment put back into their pa d on sec the ve ha to entitled contacting their bank. with immediate effect, by If you would like to comment on our s and let you know if you were affected by thi e gis olo ap to like uld wo Customer Standards you can by emailing We quence of this issue, charges, as a direct conse enquiries@severnsidehousing.co.uk or that if you incurred bank 0059 or ce Centre on 0300 300 rvi Se r me sto Cu r ou ct calling 0300 300 0059.. You can view our Customer you can conta istance. sidehousing.co.uk for ass Standards on our website – email enquries@severn www.severnsidehousing.co.uk

Comic Relief – Red Nose Day

Staff at our offices raised money for Comic Relief by taking part in Red Nose Day. There was a raffle, celebrity funny face sweepstake, cake sale and a staff make your face funny competition – all contributing to raise a fantastic £100 for this great cause.

Stop press!

Please note that Severnside’s offices will be closed all day on Friday 18th September.

This is because we’re running a major training event that we hold every other year to bring all our staff together at the same time. It’s really important that we regularly train and develop staff so we can continue to improve our services and this companywide event gives staff a great opportunity to share new ideas.

Of course, we’ll still be dealing with emergencies on that day. While the offices are closed, please ring the usual number 0300 300 0059 for emergency repairs.

Make your Face Funny Competition

6

Pillar Summer 2015

For urgent or routine repairs you need to report, or anything else, our offices will be open as usual from 8.30am on Monday 21st September. You can also visit our website for information www.severnsidehousing.co.uk

Grand Opening of Homes at Chapel Close, Bomere Heath A formal ribbon cutting ceremony took place at Chapel Close, Bomere Heath in April 2015 to celebrate the completion of 18 new homes. Special guest Mrs Poppy Nicholls, who has been a resident at Chapel Close for 25 years, did the honours with the scissors.

Over 80 guests attended the event including residents, local parish councillors, contractors and Severnside staff. Following the ribbon cutting, a vintage tea party and Easter fun was enjoyed in the Chapel Close Community Room and gardens.

Severnside Resident, Poppy Nicholls said “It was such an honour to be asked to officially open Chapel Close and welcome all the new residents; I hope they will be as happy here as I have been for the last 25 years. The vintage tea party was really lovely and I enjoyed catching-up with my neighbours.”

Work to demolish the existing tired and dated bed-sit bungalows in Chapel Close commenced in March 2013, followed by a two year phased construction programme to build twelve new 1 and 2 bed bungalows and six new 2 and 3 bed houses.

Two residents who have found happiness at Chapel Close are Mrs Mary Dean and Mrs Barbara Williams, who had both lived in The Crescent at Bomere Heath for more than 30 years, one in a 3 bed house, which had become too large and the other in a 2nd floor flat.

They are thrilled to have moved into the new one bed bungalows in Chapel Close, enabling them to stay in the local area.

Sarah Boden, Severnside Chief

Poet’s Corner Fancy a Cuppa

A nice cup of tea and a biscuit Is well worth waiting for I like one at eleven And again at half past fou r In between a meal Or after lunch is done Although it sometimes get replaced By a jam and butter sc one But there’s nothing nic er Than a sticky little cake With lots of cream and sugar Like mother used to m ake But that piles on the po unds Something we shouldn ’t do So perhaps we should be satisfied With a biccie and a br ew

by Y. N. Cooper, Resid

ent

Executive and Poppy Nicholls,

Resident

Nesscliffe

On yonder hill from where we stand Lies a treasure bold and grand, It’s Nesscliffe Hill of which we speak And Kynaston’s hoard is what we seek.

We have a place in Nesscliffe We think will meet your need, So we went to have a look at it It was very nice indeed.

There’s gold and silver, gems and stones Buried there like poor man’s bones, Many have looked but cannot find The treasure that he left behind.

The only down side to our move Was not leaving our house behind, But leaving our family To Telford’s daily grind.

I think the old value here Is actually living in this village dear, With friends and neighbours we have found Spreading goodwill all around.

We’re living in a bungalow Not a house or even a flat, But we love our little bungalow What more can we say about that.

I cannot name another place That I would rather stay, It’s good old Shropshire friendship That will never go away.

There is some trouble brewing In our little village dear, Their building lots of houses And the intention is quite clear.

We used to drive through Nesscliffe To go on holiday, And then they built the bypass To help us on our way.

They want to spoil the peace and quiet We value with such pleasure, And bring a lot of strangers in And ruin this Shropshire treasure.

And then we had a letter It came out of the blue, Severnside had sent it We have a home for you.

by Nev Rowlison, Resident

Pillar Summer 2015

7

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.

It’s really important that you let our contractor PH Jones in to do the gas service so, if we call you to arrange a gas safety check, please make sure you are in for the appointment, and remember, everyone who lets our gas contractors have first time access to their home will be entered into a monthly prize draw to win £50.

Unfortunately, if we cannot get access to your property to carry out these important gas safety checks, we will take legal action to gain entry. So please contact PH Jones on Freephone 0800 316 2104 or from a mobile 01743 719051 if you think you need a gas safety check.

Severnside continue to work diligently with partners to tackle anti-social behaviour, crime and disorder. We have recently found there to be some issues in our local communities with fly-tipping and it is the minority of people who do not dispose of their waste correctly that really do affect the look and feel of a community.

Severnside works in partnership with Shrewsbury Town Council, Shropshire Council and the Police to identify people and businesses who do not dispose of waste properly. Appropriate action will be taken either by issuing fixed penalty notices or even prosecuting. If formal action is taken against a tenant of a Severnside property this may affect their tenancy. Remember, your responsibilities as a tenant clearly state: PART C: Your responsibilities to us:

Please let us carry out a gas safety check in your home – it could save your life!

(22) Rubbish and Refuse You must dispose of all rubbish and refuse securely. Any other material which is not normally collected by the refuse collectors must be properly disposed of.

Introducing Severn Homes

You are encouraged to dispose of all of your waste in refuse bins and recycling containers. You can take extra waste to the Council waste site at Battlefield, and the Council will also collect extra waste from your house. There is lots of advice and information about waste disposal on Shropshire Council’s website www.shropshire.gov.uk/recycling-and-rubbish.

We would like to introduce you to a new division of Severnside called Severn Homes. Severn Homes lets market rent homes in Shropshire and has high quality homes for sale and shared ownership.

Shared ownership offers people a low cost way to get on the property ladder by enabling them to purchase a share in a new home and pay rent on the remaining share.

The revenue received from the market rents and property sales will enable Severnside to provide more affordable housing.

You can find out more about Severn Homes by visiting their website – www.severnhomes.co.uk or calling 0300 300 0059.

8

Justice Corner

Pillar Summer 2015

Local agencies are committed to tackling the issue of fly-tipping and ask residents to be pro-active and take responsibility for disposing of rubbish in the correct way. We appreciate that it is the minority who are responsible for fly-tipping/littering and if you see anything, please call Shropshire Council on 0345 678 9020. Anyone found not disposing of rubbish correctly may find legal action taken against them. You can also pay someone to take your waste, but they must be licenced to be a waste carrier with the Environment Agency.

You can check if someone is a licenced waste carrier on line at: www.gov.uk/environmental-management/waste

If you find waste which has been dumped (fly-tipped) or you see someone fly-tipping or littering please call the ASB Reporting Line 0345 678 9020 providing as much information you can. This will make sure the waste is cleared up, the matter investigated and where possible, formal action taken against the person who has littered or fly-tipped the waste.

Together we can make a difference.

If you experience anti-social behaviour, or know someone who has, please call the ASB reporting line on 0345 678 9020. Alternatively, Severnside is a partner of Crimestoppers and you can contact them anonymously on 0800 555 111.

Estate Walkabouts Walkabouts are led by your local Neighbourhood Officer, along with representatives from the Council, the Police and other partner agencies.

The full 2015 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 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 June 17 July 1 July 22 Aug 12 Aug 19 Sept 9

Time 2.00pm 2.00pm 10.30am 10.30am 10.30am 10.30am

Sept 23 10.30am

Location Ford Nesscliffe Meole Monkmoor 1 Castlefields Harlescott Grange 1 Monkmoor 2

Making alterations and

improvements to your home?

As a tenant of Severnside Housing you may want to change something in your home or even add something new. In general, before doing anything in your home you must request your landlord’s permission in writing, as stated in your tenancy agreement.

Some of our customers with starter or probationary tenancies do not have the right to make alterations or improvements in the first 12 months of their tenancy.

However, once you have been granted an Assured Tenancy you have the right to make improvements and alterations, subject to the agreement of Severnside.

We will not withhold permission unreasonably; however certain conditions will often need to be followed. Failure to obtain permission in advance of carrying out work may result in you being asked to remove the works and return the property to its original condition. If this has to be undertaken by Severnside Housing or its contractors you may be re-charged the full cost.

Permission to undertake minor repairs in your home, such as unblocking a drain, replacing a toilet seat or decorating rooms inside your home is not normally required as these types of repair are your responsibility. For all other types of improvement or alterations, permission should ALWAYS be requested.

These include things like; altering or installing a new kitchen or bathroom, any changes to heating or electrical wiring, knocking down walls, decorating the outside of your home, installing laminate flooring, putting up a shed

or new fence, etc. If you are in doubt whether permission is required then please check with us.

To request permission you should write to the Asset Investment Department using the standard permission form to carry out alterations and improvements. This can be printed via our website or is available from our Customer Service Centre at our Brassey Road office.

Please complete the form as fully as possible as this will help identify the works you wish to undertake and allow your request to be fully considered.

It may be necessary to visit your home should clarification be required or you need advice before submitting your request.

We will usually write to you within one calendar month following your request for permission, to confirm our decision. In the event that permission is refused, the reasons for refusal will be given and fully explained.

Where permission is granted, this will usually be subject to conditions. Typical conditions include; you meeting the cost and standard of works, employing qualified contractors for works on gas or electrical installations, removing and disposing of rubbish and debris, seeking and complying with statutory consent such as planning or building regulation approval where applicable.

Other conditions typically include restrictions around size, location and materials used.

Meeting place West View Community Centre Garage Site at The Crescent The Meet Place Porchfield Community Centre Studio One Kynaston Road Community Centre Armdale Community Centre

have been completed. We will inspect the improvements and alterations to make sure we are happy with the standard and quality of the work. For larger works we may also visit whilst the works are proceeding. On completion, you must provide Severnside with copies of any relevant certification that you receive.

In the event you leave your home, you may take your improvements with you, however you must make good any damage caused by their removal and return the property to its original condition. If agreed with Severnside, improvements may remain in the property.

Where this is the case you may be eligible for compensation for certain types of improvements such as kitchens, bathrooms, heating installations, thermal insulation, etc.

Any payment of compensation will be subject to meeting our criteria and will take account of the cost of the improvement, its current age and life expectancy. Compensation will only be paid for improvements costing over £50. The maximum amount of compensation payable in all circumstances is £3,000.

For more information on Tenants’ Alterations and Improvements see our Policy and supporting leaflet on our website – visit www.severnsidehousing.co.uk.

Alternatively you can contact our Customer Services Team on 0300 300 0059 or 01743 285000.

We can also help with the provision of reliable contractors. Our in house Property Services team (SHPS) and AW Electrical can provide a no-obligation quote for your alteration or improvement. If you would like You are strongly advised not to start any work before permission is received in writing from us. a quote please call 0300 300 0059 or 01743 285000.

Once permission is given you are responsible for letting Severnside know when the works Pillar Summer 2015

9

2015 Learning Programme Launch Success Once again Severnside’s 2015 Learning Programme is jampacked full of over 45 different short courses and training events to help people develop new skills or build on existing ones.

Open to Severnside residents and anyone in the wider-community it offers people a great opportunity to book on a training course that can help them get back into work, deal with the on-going benefit changes or just get out of the house and enjoy a new hobby.

In its fifth year, the Learning Programme was officially launched at the Shrewsbury Central Baptist Church in March. The launch event attracted over 100 visitors with a staggering 190 courses booked on the day!

The training courses are delivered

by Severnside staff and its partner agencies including the British Red Cross, Shropshire Council, Dogs Trust, Shropshire Fire and Rescue, Shropshire Football Association, Relate, Sure Start, Learn my Way, Energize and Shropshire Training.

Anyone on Job Seekers Allowance can look out for a Claimant Commitment tick against courses which, subject to the agreement of their Job Centre Advisor, can count towards their weekly commitment hours.

There really is something for everyone, no matter what your age or ability, so please take a look at the Learning Programme brochure. You can do this online at www.severnsidehousing.co.uk or request a copy by contacting our Community Development Team on 0300 300 0059 or email community@ severnsidehousing.co.uk

MUTUAL EXCHANGE NEWS! From 1st July 2015 Severnside will no longer use HomeSwapper to deliver a mutual exchange service to our tenants.

We have made this decision as from 1st July 2015 Shropshire Homepoint, the company responsible for managing Shropshire’s Housing register, is launching a new Shropshire Mutual Exchange Register; a free service that will match up tenants looking to exchange their property in Shropshire.

Shropshire Homepoint (www. shropshirehomepoint.co.uk) will be a one-stop solution for housing in

10 Pillar Summer 2015

Shropshire. Whether you are looking to transfer, mutually exchange or register for housing you will only have to visit one website to find what you are looking for. If you want to move out of the county there will also be access to the national HomeSwap Direct Scheme.

If you are currently registered on HomeSwapper we will write to you shortly giving you further details about the Shropshire Mutual Exchange Register, including a guide on how to register.

Please be aware that if you continue to use Homeswapper after 1st July 2015 a monthly fee will be payable.

As well as registering on the new Shropshire Mutual Exchange Register you can sign up to Severnside’s internal home swap service called ‘Swap Shop your Home’. Your property will be advertised in our Brassey Road Reception and you will also receive a monthly mailing list of Severnside properties available for swap.

We will be holding a Swap Shop your Home Event at the end of the Summer holidays so please keep an eye out on our Facebook page and website for further details.

Our Decant officer, Rachel Mountford, is available to provide advice and guidance, so if you need any help please call 0300 300 0059 / email rachel.mountford@severnsidehousing.co.uk

CHARITABLE STATUS – CONSULTATION Severnside Housing is currently a non-charitable Housing Company. However, a large number of Registered Providers similar to Severnside Housing are charitable, and the Board is currently considering whether to apply for charitable status.

We would like to know any views you may have on this matter.

What is charitable status?

Charitable status allows a Registered Provider such as Severnside Housing to operate for the benefit of local communities and ensure that it helps those in most need.

What are the benefits of charitable status?

The main benefit to Severnside Housing in obtaining charitable status is that we would not have to pay Corporation Tax. The money saved would allow us to invest more money in managing our existing homes and building new affordable housing than if the company remained non-charitable.

Would charitable status affect your rights or the services you receive?

No. There would be no changes in your rights or in the way in which your rent and benefits are calculated. If you have the right to buy your home now, you would keep this right.

Charitable status would not affect the work that we do, and improvements to homes and services would continue.

Severnside Housing would still be committed to consulting with tenants and residents and to improving the local environment.

What should you do now?

Please write any comments or questions relating to Severnside Housing’s proposal to apply for charitable status on the reply slip below and return it to us by 31 July 2015, or alternatively visit our website www.severnsidehousing.co.uk

What happens next?

After 31 July 2015, the Severnside Housing Board will discuss the proposal and all comments and questions we have received from tenants.

If, after considering what you have to say, the Board recommends adoption of charitable status, a meeting of our shareholders will be held when the formal decision on conversion to charitable status will be taken and Severnside Housing’s constitution will be changed.

We look forward to receiving your comments. If you have any questions relating to this proposal, please contact Kate Wickstead on 01743 285197.

CHARITABLE STATUS – TENANT FEEDBACK REPLY SLIP NAME: .............................................................................................. ADDRESS: ............................................................................ .................................................................................................................................. POSTCODE: .................................................

COMMENTS: ................................................................................................................................................................................... .......................................................................................................................................................................................................... .......................................................................................................................................................................................................... .......................................................................................................................................................................................................... .......................................................................................................................................................................................................... .......................................................................................................................................................................................................... ..........................................................................................................................................................................................................

Please return to – Legal Team, Severnside Housing, Brassey Road, Old Potts Way, Shrewsbury, SY3 7FA. You can also give us your feedback via our website – www.severnsidehousing.co.uk

Pillar Summer 2015 11

Love Bomere...

As a result of a new partnership through the Bomere Heath NiSA, Severnside colleagues recently got involved in the ‘Love Bomere’ litter pick which took place in February 2015. Bomere Heath Koolkids, their families, neighbours and friends all took part and Severnside helped out by supplying the equipment for the litter pick.

It was a great day and Jenny Dodd and Claire Poulson from Severnside would like to pass on their thanks to the group for their kind invitation to get involved and look forward to working with them again in the future.

Senate VFM Suggestion Scheme In the last edition of Pillar we announced that Resident Senate were setting up a suggestion scheme where residents could make suggestions on how to improve value for money at Severnside.

We ran a competition to name the scheme but unfortunately we did not get any suggestions – so we are going to call it the ‘Senate VFM Suggestion Scheme’ until someone comes up with a better title.

How does it work?

It’s easy, just think of a money saving suggestion and send your idea to: • Email – senate@severnsidehousing.co.uk • Write to – Senate, Severnside Housing, Brassey Road, Old Potts Way, Shrewsbury, SY3 7FA. Alternatively pick up a Senate Postcard at Brassey Road or the Digital Den, fill it in and post it in the Senate Post Box in the reception area. Remember to provide details of your suggestion, your contact details and how you think any savings should be spent (if the suggestion is agreed).

What kind of suggestions?

Anything really – but it would be useful if the suggestion (saving and what it could be spent on) relate to where you live. For example, you could ask that we cut the grass less frequently on your estate and spend the money on improving fencing or providing different facilities. One golden rule is that the saving has to be greater than the proposed spending, otherwise there is no ‘saving’.

What happens next?

All suggestions will be logged by the Legal Department. They will then be discussed with Senate members and staff at Severnside who will provide technical and financial advice on the proposals. If a suggestion is supported by the Senate, staff at Severnside will be asked to investigate whether it is practical / possible and report back. The types of things that will be assessed at this stage include our legal responsibilities, costs, contracts and other commitments and who would be affected / benefit from the suggestion.

What’s in it for me?

Other than the satisfaction of knowing that you have made a worthwhile suggestion to improve the way your landlord delivers services to its residents there are two additional benefits. Firstly, we will make a small award of £25 (or services to the value of this) to the person who made the suggestion, providing it is put into practice. Secondly, you can suggest how any savings should be used and this could directly benefit your estate or where you and your neighbours live.

There are not many rules for the suggestion scheme as we want to keep it as simple as possible. If you have any questions or would like to discuss an idea before making a 12 Pillar Summer 2015 suggestion please contact senate@severnsidehousing.co.uk or call 01743 285035.

STAR 2014 Survey Results Overall Satisfaction

88%

Rent provides value for money

Neighbourhood as a place to live

85%

84%

In 2014 we wrote to every customer inviting them to complete a survey to tell us what they thought of our services. The independent survey was carried out by Acuity on our behalf.

Service charge provides value for money

76%

Results are now available and we would like to say a huge thank you to all of you who took part. This was a massive 45% of tenants, leaseholders and shared owners – 2,302 out of 5,151 of you returned survey forms. We are now using the results to make positive changes to the services we provide to you.

Results show that the majority of residents are of the opinion that Severnside are providing a good housing service as overall satisfaction is 88%.

Listens to views and acts on them

62%

We have developed an action plan to address areas of low performance that was agreed with the Severnside Board and Senate, and is already progressing. Our Resident Inspectors and Senate members are calling residents who kindly said we could contact them for further feedback; and a Tenants’ Challenge Day, where our service standards were reviewed with residents, has already been held.

Appearance of Neighbourhood Repairs and Maintenance

82%

Quality of Home

82%

84%

Pillar Summer 2015 13

Blooming Improve your Wellbeing Marvellous It’s time to get your garden looking glorious for our annual gardening competition, which recognises and rewards residents who make the most of their outside space.

The search is on to find the best: • Large garden • Small/medium garden • Sheltered housing garden • Containers • Flats/balcony • Children’s garden (aged up to 16 years) • Vegetable garden • First-time entrants garden Each category listed above has a first prize of £50 and a second prize of £25. One overall winner will receives £100 and is awarded the Gardening Competition Winner’s Trophy for a year.

To enter simply complete the form below and return it to us by Friday 26th June 2015. All entrants’ gardens will be visited by the judging team on Monday 27th July 2015 and winners will be invited to a special presentation lunch. Good Luck!

To enter please cut out this form and return it to: Elaine Porter, Severnside Housing, Brassey Road, Shrewsbury, SY3 7FA Name:....................................................

Address:.................................................. ............................................................... ............................................................... ...............................................................

Postcode:................................................

Tel Number:............................................

Category Entered:................................... ...............................................................

(Please select from the above list in green)

14 Pillar Summer 2015

A new preventive health service, called Help2Change, has been formed in Shropshire. Help2Change want to help Shropshire residents lead healthier lives, and will bring together a range of health services to prevent illness and improve wellbeing, including: • NHS Health Checks for eligible 40 to 74 year olds • Help2Quit helping people to stop smoking • Help2Slim weight management service • Active4Health (physical activity) Help2Change will provide these services on behalf of Shropshire Council, working closely with GPs, pharmacists, Shropdoc, community and voluntary groups, businesses, hospitals and NHS community trusts.

By bringing these services together, Help2Change will be able to offer Shropshire residents a more inclusive and joined up service, providing a single point of access for health and wellbeing advice and support. The aim is to ensure that Shropshire residents have access to the best preventive health services, so that they can more easily make changes that benefit their health and prevent health risks from developing into long-term illness.

For more information and appointments for Help2Change services near you call 0345 6789 025 or email information@help2changeshropshire.nhs.uk To keep fit and healthy why not book yourself onto one of our Learning Programme Courses? We have Walking for Health, Taking Charge of your Life and Food for Thought, to name but a few! Take a look through the Learning Programme brochure on our website www.severnsidehousing.co.uk or contact our Community Development Team on 0300 300 0059 / email community@severnsidehousing.co.uk for a copy.

Development update

Round Meadow, Wem

Due for total site completion in June 2015, Round Meadow, Soulton Road, Wem provides a total of 23 new homes for affordable rent and shared ownership.

The development consists of three new 2 bed bungalows, nine new 2 bed houses and five new 3 bed houses for affordable rent. As this is a phased development the affordable homes have already been built and let. There are also two new 2 bed houses and four new 3 bed houses for shared ownership which are in the final stages of being built.

The homes have been delivered in partnership with Wem Rural Parish Council, with all the homes being prioritised for people with a local connection to the Wem area.

If you are interested in purchasing a 50% share of one of the Shared Ownership properties they are being advertised through local estate agents, Monks. You can contact them on 01939 234368 or visit their website – www.monks.co.uk for further information.

Round Meadow, Soulton Road, Wem

Residents’ special memories shared in unveiled artwork Severnside staff and guests got together in March 2015 to mark the unveiling of artwork that shares residents’ special memories of living at Heaths Houses sheltered housing scheme in Abbey Foregate, Shrewsbury.

The artwork, 2.3 metres high and 5 metres wide, was commissioned by Severnside and painted by artist Greg Redevices. It was created after Greg and students from The Prince’s Trust spent time listening to residents and staff talk about their fondest memories of living at the former sheltered scheme.

The artwork has been erected on the hoardings at the redevelopment site, where work is currently well underway to construct 41 new homes, before reaching its final home at one of our sheltered housing schemes.

Severnside resident, Ann Lee who was involved in the project said “I had a great time reminiscing about living at Heaths Houses with my friends and seeing the artwork today has been lovely. I now live at Severnside’s Seabury Close sheltered housing scheme and whilst I did not want Heaths Houses to close, I realised when I moved into my new home how out-of-date and unsuitable the accommodation at Heaths Houses had become. I live so much more independently at Seabury, with my two cats and have my own garden.”

The paint for the artwork was very kindly donated by the Dulux Decorator Centre in Unveiling the beautiful artwork Shrewsbury.

What you think about Pillar!

In the last edition of Pillar we asked you to fill in a survey called – What do you think of Pillar?

We would like to say a big thank you to all of you who responded – your feedback will help us to create a newsletter that you can’t wait to read when it drops through your letterbox!

We are delighted to report that 79% of those surveyed either strongly agree or agree that Pillar is about issues that are important to them. 94% of those surveyed either strongly agree or agree that Pillar tells you what is happening at Severnside.

A number of you made suggestions about what you would like to see included in future editions of Pillar. A few ideas are listed below: • Money saving tips • Gardening tips • Advice on how to keep safe • Advice on healthy eating/simple recipe ideas Each completed survey was entered into a prize draw and we are pleased to report that Elise Hooper won the £25 shopping voucher.

If you have any feedback about Pillar or suggestions for future articles please contact the marketing team on 0300 300 0059 or email pillar@severnsidehousing.co.uk

THE DIFFERENCE COMPETITION If you are aged 15 or under try our IT spot the difference competition for a chance to win a £25 shopping voucher. Circle the 10 differences on the right-hand side picture below, fill in your details and send your entry to us by Friday 31st July 2015.

Send your entries to: Name ................................................................................. Age ...............

Pillar Competitions, Address ................................................................................................... Severnside Housing, Brassey Road, ..................................................... Telephone .......................................... Old Potts Way, Shrewsbury SY3 7FA

WIN

£25

Congratulations to Melody Beasley who won the Easter spot the difference competition in the last edition of Pillar.

Pillar Summer 2015 15

Computer wordsearch Find the ten computer themed words to be in with a chance to win a £25 shopping voucher.

Send us your entries by Friday 31st July 2015. The first correct entry drawn will win the prize.

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

Address ................................................. ..............................................................

O S A M B L C O M P O A I N T B R P I Q D L R T S M O O L O E N E S E M L N E M F I G A I I N I C P D E B R U L U H O A S S M A S U P R D I S E A R C

S U E T P A P A O S U N E G H

B T T A I E K Z E U T T A I E

K E Y B O A R D M U I A R O N

F T A B R R I N P C C M L E T O E K H U G T I P O E N O N N B T L R T A Q E I R I T M D N N S A C I E O T O L N G I N E

WIN

£25

L M Z A O K P S E T U Y R L E O R B C S O G D R B I S S G I T I L O T A I A P E L S K L S

.............................................................. ..............................................................

Find these 10 words: Mouse

Postcode ................................................

Computer Digital Email

Telephone ..............................................

If you would like any more information about Severnside Housing, please contact us: Write to us Severnside Housing, Brassey Road, Old Potts Way, Shrewsbury, Shropshire SY3 7FA Ring us 01743 285000 or 0300 300 0059 Email us enquiries@severnsidehousing.co.uk Visit our website www.severnsidehousing.co.uk Find us on Facebook www.facebook.com/severnsidehousing Follow us on Twitter @severnsideha Find us on You Tube Severnside Housing

Internet Keyboard Laptop

Online Search Engine Tablet

Congratulations to Miss Greening who won the Wordsearch competition in the last edition of Pillar.

Severnside Housing provides a telephone interpreting service for more than 150 languages and can provide this document in a range of formats. ´ potrzebna jest jakakolwiek Jesli pomoc w zrozumieniu niniejszego dokumentu, lub potrzebne jest tumaczenie na inny jezyk, prosze o telefon na numer 0300 300 0059.

Os hoffech gael cymorth i ddeall y ddogfen yma, neu os hoffech gael ei chyfieithu i iaith arall, ffoniwch 0300 300 0059.

This document is also available in:

Large print

Audio tape

Braille

Different Languages

Printed on paper from sustainable forests with FSC mixed source credit.

Useful Contact Numbers Customer Services: 0300 300 0059 Out of Hours Repairs: 01743 360945 WELbeing: 01323 644422 ASB reporting line: 0345 6789020

PH Jones (Gas Servicing): 0800 316 2104 or 01743 719051 from Mobile

AW Electrical: 01743 247850 or Out of Hours: 07870 238006