Residents News Getting Winter Ready
Dates for your diary
Resident Drop-ins
Our Community Engagement team are hosting upcoming resident drop-ins in Aylesbury.
These events are a fantastic opportunity to meet your Neighbourhood Manager, connect with other residents, and discuss any concerns with our team. In order to fit a variety of schedules, we are hosting these drop-ins at different times.
If you have any feedback or would like to see the team in an area near you, email us on: hello@fairhive.co.uk
Community Hub
Our Aylesbury Community Hub is at the Vineyard, Gatehouse Close, Aylesbury, HP19 9DN. Sessions run from 9.45am until 12pm weekly on Tuesdays
In addition to providing advice and support, agencies in attendance also offer children’s clothing and baby equipment.
There are various advice agencies to help residents regarding fuel and food poverty, advice for money management and employment assistance. Our Welfare team are on hand to help with any queries regarding benefits and your tenancies.
If you would like more information regarding our Community Hub, please contact: welfare@fairhive.co.uk
Here are the upcoming dates:
5pm - 7pm
19 SEPT
Quarrendon and Meadowcroft Community Centre, Meadowcroft, Aylesbury HP19 9HH
21 NOV 1pm - 3pm
Waddesdon Community Centre, Frederick St, Waddesdon, Aylesbury HP18 0LX
Get Involved
All planned dates, including Resident Forum meetings where you can share your thoughts and get involved, are listed on our events calendar. Check it out on our website: fairhive.co.uk/events
Help with fuel costs
We've invited the Energy Doctors to join us on Tuesday mornings to give you advice and tips for saving money on your fuel bill. We can also offer energy vouchers, come along and talk to the team.
Dear Resident
In this issue, we’ll be sharing helpful tips and reminders to ensure you can get your home ready for the winter months. I’m Andrew Rysdale the Assistant Director of Property at Fairhive. As the weather gets colder and wetter my team and I are preparing to support our residents who may need repairs, those having planned improvement works or routine maintenance taking place.
Did you know there are a number of ways you can raise a repair with us; you can find out more on page 11. We have also included a guide to damp and mould on page 8 and this article provides advice on what to look for, including the signs for damp and mould plus what to do if you have any concerns and need to contact us. This is the ideal time of year for mould to grow and my team investigate every resident reported incident. If you have any questions then please get in touch with us.
Our Welfare and Community Engagement Teams have a number of events planned for the rest of this year so be sure to check out the Dates for your Diary, why not come along to a local Resident Drop-in or the Community Hubs we run in Aylesbury and High Wycombe.
These are all great opportunities for you to meet my colleagues and talk about any queries you may have plus you can find support through our resident services or via the incredible agencies and organisations we work alongside in our community. Find out more on the previous page 2.
Turn over to pages 5 and 6 to read more about some brilliant initiatives we have been rolling out at our Independent Living Schemes. By collaborating with our suppliers and local organisations, we’re proud to be able to give back to our community through positive change projects and bring people together, especially as the nights draw in a little earlier in winter.
As we look towards the end of 2024, you’ll receive our next issue of Residents News which will be a special feature on our Annual Report to Residents and Tenant Satisfaction Measures. Until then, I hope you have a fun autumn and enjoy the cooler weather.
Andrew Rysdale Assistant Director of Property
In our summer edition of Residents News, we published an article on page 4 celebrating the acquisition of a new electric van by the Florence Nightingale Hospice Charity. This may have been misleading and we would like to clarify that the funding for the van was secured through our partnership with Travis Perkins Managed Services. The grant provided by our Thriving Community Fund was used to support the hiring of a specialist nurse at the Hospice.
Festive lights safety
As winter approaches, there are a lot of upcoming festive activities taking place. We want these events to be enjoyable and safe so have provided some guidance below for reducing the risk of fire.
Candles
• Candles shouldn’t be placed near curtains, furniture and anything else that can catch fire. Swap to LED candles where possible.
• Keep loose clothing and hair away from candles when they are lit.
• Always place your candles in a suitable fire resistant candleholder.
• Make sure the candleholder holds the candle firmly and is on a flat and stable surface to stop it falling over.
Fairy lights
• Check the voltage of electrical lights, this is particularly important when ordering online from suppliers overseas.
• If you start using the lights and you can smell burning, see smoke or the casing on the plug feels hot to the touch, turn it off and unplug it straight away.
• Does anything look wrong? Is the plug casing cracked or is the cable worn? Are there scorch marks on the plug? If it’s arrived in anything but pristine condition, then please don’t use it.
Please remember, fairy lights and candles shouldn’t be left unattended. More fire safety advice can be found at Bucks Fire Safety Hub: bucksfire.gov.uk/safety-hub
Firework safety
We want everyone to be able to enjoy fireworks safely and organised public displays are the best way to do this. Details of local firework displays can usually be found on your council’s website or local radio station’s website. However, if you are putting on your own display in a private space, we have some guidance for how to do this safely.
• Make sure fireworks are not near fire hazards such as fences, sheds, trees and hedges.
• Check for wildlife or animals who may be nesting in the area.
• Where possible, inform your neighbours so they can prepare any anxious pets or family members.
• Don’t return to a lit firework.
• Never leave fireworks unattended as dry leaves and debris can reignite, instead douse with water or sand.
• Always direct your fireworks away from spectators.
• Fireworks shouldn’t be set off after 11pm.
• Don’t put fireworks in your pockets and never throw them.
• Only adults and children over five should handle sparklers.
More information on firework safety can be found at Bucks Fire Safety Hub: bucksfire.gov.uk/safety-hub
Defibrillators installed at our Independent Living Schemes
We are proud to announce a partnership with Travis Perkins Managed Services that saw 16 life-saving defibrillators installed at Fairhive’s Independent Living Schemes. This joint project shows each organisations’ continued commitment to enhancing the safety and well-being of those within their local communities.
Following the successful installation at Wycliffe End last July, the team saw an opportunity to install further defibrillators across additional locations, and with our Independent Living Schemes situated in the heart of many communities across the county and beyond, it seemed like a great place to start. Abbie Whitmee, our Independent Living Team Manager said: “We are pleased to announce that we’ve installed 16 defibrillators at our Independent Living Schemes across Buckinghamshire and Bedfordshire, thanks to funding from Travis Perkin’s Community Legacy Fund. The project has been a great success and aims to provide peace of mind to the local community and supports public services.”
Dan Marsden, Account Manager at Travis Perkins Managed Services added: “It’s heartening to see that Travis Perkins Legacy Fund is being put to such great use. Residents will now have access to lifesaving technology at their fingertips if it’s needed and will be able to benefit from these devices until further help arrives.”
The funding comes from Travis Perkins Managed Service’s Legacy Fund, a scheme dedicated to championing community initiatives and facilitating positive social change. Each of the defibrillators have been registered on the British Heart Foundations website, The Circuit, setup to facilitate quick access by ambulance services during
Coffee, Cake, and Company afternoons at Woodlands
On the 1st of May we, in partnership with AGE UK Bucks, launched the first Coffee, Cake, and Company afternoons at Woodlands, one of our Independent Living Schemes in Haddenham. The aim of these sessions was to provide a welcoming space for all residents to come together, share experiences, and enjoy delicious treats.
The initiative brings together those who may feel isolated and lonely, offering them a chance to make new friends and build a supportive community. Each month there is a new theme with engaging activities, providing the opportunity to have easy meaningful conversations, in a warm and friendly environment. So far themes have been ‘May Day through the years’ in Haddenham, a celebration of the 80 year anniversary of the D Day landings alongside a presentation from the Royal British Legion, and last month a visit from a local singing group with the option to sing-along. The partnership is not only a fantastic opportunity to introduce our residents to enriching activities but also to share more about the services AGE UK provides. Many of our residents have already benefited from their visits, with one commenting:
“I am over the moon with the recent events in the communal lounge, I can’t fault what you are doing at all, you’re doing a wonderful job and I really look forward to it each month”.
Esther Caesar-Gordon, the schemes coordinator who set up the gatherings said, ”I had set myself the objective to help the residents feel more connected to the wider community after some had voiced to me that they felt that their community was limited to within the scheme. When we started conversations with Age UK and their BOOST project it became clear that we were both working towards very similar goals, to reduce social isolation and create an environment where people were able to develop and grow organic friendships. We have some great communal spaces in our schemes that enable us to invite other members of the community in to join us and widen their social circles. To see the communal lounge so full of life and activity again has been wonderful. The project is thriving and we’re very much looking forward to rolling similar events out across some of our other Independent Living Schemes.”
We continue to measure and learn from our complaints and compliments
Customer Satisfaction for Complaints:
33.33% of tenants surveyed between April and June 2024, told us they were satisfied with the handling of their complaint. There is still a lot of work to do to improve on this result, and we will work with our Resident Complaint Group to explore in more detail how we can improve the complaints handling. Many of our respondents are telling us about their experience when they requested the service and rightfully so. We want to make sure that when things repeatedly go
You can also log complaints via My HomeHub
wrong, you are confident and comfortable to talk to us about your complaint and that you feel we will listen to you, treat you with respect and put things right. It is this experience we refer to when we ask for feedback on how we handled your complaint. So, when you answer this question, think about your experience after you told us things went wrong and how we treated you. You can raise a complaint in one of the following ways:
• By phoning us on 01296 732600
• Via the website www.fairhive.co.uk
• By e-mailing complaintsgeneral@fairhive.co.uk
Our first six months in 2024 compared to the same period last year:
Total number of complaints received 311
Total number of compliments received
204
During this period, there were over 15,000 face-to-face resident interactions across repairs, lettings, tenancy visits, occupancy checks, and caretaker visits including contractors.
At any point you can contact the Ombudsman as well if you have a complaint about us. Their contact details are: Housing Ombudsman – 0300 111 3000 | www.housing-ombudsman.org.uk
Some of the key learnings we’ve taken from complaints this year are:
You said:
We should improve on our updates sent to you regarding completion of works
We’re doing:
• We identified that a large majority of these relate to when works are passed between teams, and will continue to find better ways of keeping you informed, such as a quick text message/email.
You said: You’re given incorrect or conflicting information when speaking to different staff
We’re doing:
• Making sure all our interactions with you are logged on our central system so that we all view the same information
You said: Contractors turn up without notice
We’re doing:
• We will continue to work with our staff to ensure all contact details are passed to our contractors so that they can arrange suitable appointments with you. Sometimes when they are in the area already, they may contact you at short notice if a slot becomes available.
To raise a complaint or leave feedback please visit our website (www.fairhive.co.uk/making-a-complaint) or give us a call.
Prevent damp and mould
Mould is a type of fungus that grows in damp and humid spaces. All it needs to survive and grow are: things to eat (like plants, soil, clothes and furniture), somewhere to grow, and water, such as condensation. Not only is mould unsightly and can stain paint or wallpaper, it can cause a risk to our health if not dealt with.
How can condensation form? When water droplets come into contact with cooler air, or a cold surface, condensation forms. Day to day activities like cooking, washing and showering can all produce excess water (steam) and if left will form water droplets (condensation) this encourages mould to grow, which can quickly spread within the home.
How can I reduce condensation forming? Here are some handy tips:
Bathrooms
• Air the room by opening a window (only a little if it’s cold outside).
• If you have an extractor fan, turn it on and leave it to run.
• When running baths, use cold water first then hot water, this reduces the amount of steam.
Kitchens
• Don’t block extractor fans or air bricks.
• Air the room by opening a window (not too much if it’s chilly outside).
• Close doors to stop moisture spreading through the house.
Other rooms such as living rooms, hallways
• Avoid drying clothes in rooms that are not properly ventilated.
• Ventilate and heat rooms to avoid excess moisture.
• Don’t place furniture too close to walls, leave a small gap.
You can also try
• Don’t put your heating on for short bursts (e.g. in the morning and in the evening) not only is this expensive, it is the perfect opportunity for condensation to appear. Maintain an average temperature of 18-22 degrees to keep condensation at bay and keep costs down.
• Don’t cover radiators with long curtains, this reduces the effectiveness of your heating.
• If you have a tumble dryer, vent it outside. Speak to us to find out the best way to do this.
• Wipe excess moisture away, keep surfaces dry e.g. from your windows when you get up in the morning, toilet cisterns or window sills.
• Ensure there is good ventilation in your home, especially if you keep pets or fish tanks.
• Clear the clutter – hoarding items can make damp and mould problems worse as air is not able to circulate as it should.
Don’t forget to report damp to us as soon as possible to prevent the problem from getting worse.
Let us know if:
• Your extractor fans are not working, or if there are no fans in the kitchen or bathroom.
• There are issues with radiators not working properly.
• You have ill-fitting internal doors or no internal doors at all. This is especially important in the kitchen or bathroom as this is where a large amount of condensation comes from.
You can get in touch with us by emailing our Contact Centre on contact@fairhive.co.uk or calling us on 01296 732600 or raise a repair on My HomeHub or via our Web Chat on the website.
Contents insurance
Have you checked if you have contents insurance to protect your belongings? In the event of a flood, fire, burglary, or burst pipes, we are not responsible for replacing your damaged or stolen items. Damage to your belongings can be stressful to deal with and costly to replace.
It’s a good idea to consider what a home contents insurance policy would cover. There are various comparison sites online that can provide free quotations, helping you make an informed decision on the best policy for you.
Contents insurance can protect your belongings when the unexpected happens. Although you don’t have to have home contents insurance, it can provide peace of mind.
Thistle Insurance offers residents in social housing an affordable option called the My Home contents insurance scheme.
For more information, visit www.thistlemyhome.co.uk or email welfare@fairhive.co.uk. Flexible, pay-as-you-go payment options are available.
Housing Disrepair Claims –
don’t get caught out
Have you been contacted to make a disrepair claim or been asked whether you have outstanding repairs by someone other than your landlord?
We have seen an increasing number of housing disrepair claims being made against us with ‘no win – no fee’ companies targeting Fairhive residents. They may encourage you to report repairs and at the same time make a compensation claim whilst telling you that they’re working with us. But they are not. Their sole purpose is to make money out of you and out of us. Don’t be misled or bullied into reporting or signing anything, as you could be liable to pay fees if you change your mind.
If you are contacted:
• Don’t be afraid to ask for identification.
• Call the police if you feel scared or threatened.
• Block unknown numbers you’re not familiar with.
• • Help us to stop this ‘claim’ culture by: • • By working with us you’ll be helping to make sure your rent money goes into investing in repairs and improvements for your home rather, than into the pockets of legal firms.
Free tuition opportunity for your child
In 2008, we launched our Tuition Plus Programme which provides free tuition to children throughout their time in Year Five. The aim of the programme is to give children extra learning support in the year ahead of the Secondary Transfer Test (commonly known as the Eleven Plus or 11+ test) which they sit at the start of Year Six. We are now starting to prepare for the sixteenth year of this popular programme.
Please note: the Tuition Plus Programme is not open to leaseholders, those with shared ownership or residents going through the Right to Buy/Right to Acquire process.
What is Tuition Plus?
The Tuition Plus Programme is designed to help prepare your child for secondary school and to develop the skills required for the Eleven Plus test. The work covered will also support children’s Maths and English skills and will help them to become more confident learners. Many parents report that their children progress more rapidly at primary school during their time attending the programme.
The lessons are delivered by Unravelled Ltd and all tuition and learning resources will be provided free of charge. In return, we ask that you commit to your child attending the tuition sessions consistently and that you ensure your child has the time and space required to complete the homework.
New for this year!
We are pleased to announce that the Tuition Plus Project 2024-25 will be moving online! This will mean you can access the courses much easier since there will be no travel required and we will offer a choice of time slots for your child’s tuition.
Unravelled Ltd send out letters to eligible residents on our behalf before children enter Year Five. If you have a child registered on your tenancy who was born between 1 September 2014 and 31 August 2015 and who is due to move to secondary school in September 2026 and haven’t received a letter, please email: hello@unravelled.uk.
Plug into the Priority Services Hub from the National Grid
Did you know that there is a free Priority Services Register that can provide additional support during a power cut for elderly, very ill or disabled people, or those who rely on power for medical equipment?
National Grid have committed to providing additional services to help combat fuel poverty and they use detailed data to target their resources to reach the people who need them most. The support includes having a dedicated number to call during a power cut,
Repairs
as well as keeping you up-to-date on any planned interruptions to your power supply, and a number of other helpful services.
You can find out more about this service on the National Grid website and signup for this free service in time for the winter months and any adverse weather conditions: nationalgrid.co.uk/customers-andcommunity/priority-services
information
is one click away
With winter approaching, we often see an increase in repairs but fortunately details on how to raise a repair are quick and easy to find on our website. Visit www.fairhive.co.uk and click on the “Report a Repair” box on the homepage. This will take you to our repairs page which has more information about what to do if you have a repair.
Alternatively, a member of our team can support you in raising a repair. Our Community Engagement team host Resident Drop-ins and our Neighbourhood Managers regularly hold Estate Walkabouts where you can speak to them about any support you may need. Information about these, including when there is one in your area, can be found on our events calendar at www.fairhive.co.uk/events or you can call our Contact Centre on 01296 732600.
Before the weather gets cold, please turn on your boiler, make sure your radiators are warming up properly, check for any leaks and see if there are any error messages or alerts. If there is a problem or your boiler needs maintenance, please raise a repair through one of the methods above.
There are many ways that you can raise a repair with us.
• My HomeHub
• Emailing contact@fairhive.co.uk and someone from the team will get in contact with you
• 24/7 Repairs Line on 0800 542 8904.
Meet the team
Samantha Spurrier
Samantha is one of our Independent Living Coordinators.
What does a typical working day look like for you?
Jim Lachlan
Jim is one of our Neighbourhood Managers.
What does a typical working day look like for you?
In a typical day I go on a wide range of visits, answer enquiries and calls linked to my area which has over 1100 properties in Aylesbury. My day varies as I can be working with low level anti-social behaviour cases, supporting vulnerable residents, dealing with successions to tenancies, regular tenancy visits, planning Enhanced Partnership Walkabouts, conducting unannounced visits in relation to Tenancy Fraud, attending drop-in sessions so that residents have greater access to seeing us in person and working with many teams across the business such as Rents, Assisted Housing Managers and Repairs.
A typical day would start by me checking and completing any actions in my work tray. I am on site at the schemes once a week, completing weekly health and safety checks and addressing any scheme issues that arise. I make weekly reassurance calls and visits to those who are more vulnerable as well as completing their annual customer care visits. I also spend my time organising and arranging scheme events for all the residents to enjoy!
What do you enjoy the most about your role?
What I enjoy the most about my role is engaging with the residents and getting to know them. I enjoy how varied my role is and helping the residents with any issues they may have.
When I’m not working I can be found; At home spending time with my children and socialising with my closest friends and family.
What three words best describe you?
Patient, Caring, Bubbly
What do you enjoy the most about your role? I enjoy helping to identify households requiring support. Being able to secure resolutions in antisocial behavioural cases is always rewarding especially when they benefit all parties with longterm successful results. I like finding a way to communicate effectively with residents, which leads to better relationships.
When I’m not working I can be found… Cycling in Buckinghamshire and supporting live music as often as possible.
Great Gardens 2024 winner!
Thank you to everyone who entered our Great Gardens competition this year. We’ve had some blooming wonderful winners in the past, and this year did not disappoint. Residents showed how they could make the most of a small patch in their communal garden, whilst others had planters full of fruit and veggies.
The judging process was no easy task and our judges were very impressed with the standard of all the entries which made picking the winners in some categories very difficult!
Not only were the gardens beautifully presented, but the judges were also bowled over by the passion and enthusiasm of the entrants.
Congratulations to all of our winners -we’d like to say a huge well done for keeping your wonderful gardens looking so amazing!
Live-work unit for rent
We hope that these great gardens inspire others to embark on their own gardening journeys, nurturing both the beauty of nature and the wellbeing of our local environment.
If you run your own small business, but are put off by the cost of renting a home and separate business premises, we may have the solution with this innovative commercial let in Aylesbury.
The unit allows a small business to lease a two-person, one bedroom flat, with an attached room that will serve as a workshop, studio or office and has direct independent access for customers.
Scan the QR code for more information. If you are interested and believe you meet the criteria, please email lettings@fairhive.co.uk for an application form.
IFF Research Surveys
We value resident feedback which is undertaken by IFF an independent research company. From 1st October they’ll have a new telephone number 0330 027 0103. Visit our website for more information.
Scan for more
SPOT THE DIFFERENCE
Can you spot the five differences between these images?
Send this page with your name and address to Spot The Difference, c/o The Communications Team, Fairfax House, 69 Buckingham Street, Aylesbury, Bucks, HP20 2NJ.
The closing date for the entry draw is 18th October 2024 and the winner will receive a £20 shopping voucher and have their name published in our next edition.
Congratulations to Audrey Abraham for winning the Summer edition!
£50 VOUCHER
Return it with your name and address to Puzzle Time, c/o The Communications Team, Fairfax House, 69 Buckingham Street, Aylesbury, Bucks, HP20 2NJ. The closing date for the entry draw is 18th October 2024 and the winner will receive a £50 voucher and have their name published in the next edition of Residents News!
We are pleased to announce the winner of our Residents News Summer Issue 60 Puzzle was Kay Shepherdson. Congratulations and we hope you enjoy the shopping voucher.
Boost Your Potential returns later this year!
Following the success of last year’s Boost Your Potential initiative, we’re thrilled to announce the return of this free short course in collaboration with ‘Building Futures’.
Are you a recent school leaver unsure of your next step? Returning to the workforce? Considering a career change? Boost Your Potential offers a fantastic opportunity to enhance your skills and build confidence*.
Here’s what a participant said about the course in February:
“This course was very helpful for me. The atmosphere was great, the people were friendly, and I learned a lot.”
It prepares you for interviews by covering essential topics such as the importance of soft skills, teamwork activities, data protection in an office environment, and mock interview scenarios.
For more information, email us at hello@fairhive.co.uk or call us on 01296 732600.
Dates and additional details will be shared on our social media channels over the coming months, so be sure to follow us.
*Eligibility criteria apply.
Fairhive is able to produce this document in other languages and formats. If you need these services, or those of an interpreter, please contact us.
or call us on 01296 732600 and ask for Communications.