V2C The Voice of Change - Winter 2015 by United Graphic Design

WINTER 2015

the

voice of change

Call 0300 123 2100 if you would like help with this newsletter

Weâ&#x20AC;&#x2122;re moving offices! (Find out more on page 24)

the voice of change

In this issue... Local Talent shines on the big screen! My Rewards - The Big Prize Draw Let’s Get Together! Space Saviours go to the Senedd! Bridgend students grow their ambitions V2C Health & Performance Review Tenant Scrutiny Group How are we doing with our repairs service? Complaints, Concerns and Compliments Meet our newest Board Members Save £140 on your electricity bills Thinking about getting a loan this Christmas? V2C Equality Group Platinum Status Award to Llys Ton Extra Care Nantymoel Knitters Christmas Crossword

3 4 6 8 10 11 14 16 17 18 19 20 21 21 22 23

Welcome to the winter edition of the Voice of Change

Count the gingerbread biscuits We have hidden lots of gingerbread biscuits in this edition of the Voice of Change. Tell us how many, not including the gingerbread biscuit above, for your chance to win £50 of high street vouchers (first prize) or £25 of high street vouchers (second prize). Closing date is 1 March 2016 and a competition entry form can be found on page 24.

Get in Touch 0300 123 2100 comments@v2c.org.uk Customer Service Centre Tremains Business Park, Tremains Road Bridgend CF31 1TZ www.v2c.org.uk www.twitter.com/valleystocoast @valleystocoast You can also call into our Customer Service Centre at Tremains Road.

Community Stars on the Radio

F RE E publicity

Are you part of a local charity or community group? Bridge FM's Community Stars with Valleys to Coast offers charities and community groups the chance to have a voice on radio.

This publication can be made available in alternative formats on request, including audio tape, large print & translations. Please call 0300 123 2100 2

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comments@v2c.org.uk

If you'd like to feature on Bridge FM's Community Stars please complete the form on their website: http://www.bridge.fm/ ?do=wpage&page=Community_Stars

winter 2015

Local talent shines on the big screen! V2C’s Film Vibez Premiere showcased nine films on what it’s like living in Bridgend! This summer V2C decided to run a film project in partnership with Big Foot Arts Education called ‘Film Vibez’. 30 young people from across the borough between the ages of 11-16 came together to demonstrate their acting and filming skills, creating and editing numerous short films sharing their views on ‘What it is like living in your community?’ Issues highlighted included bullying and the important role of youth workers. At the same time V2C worked with sheltered housing residents who live in Llys Cynffig, Llys Ton and Treharne Row to make films about changes they have seen in their community and gives an insight into what it’s like living in a scheme. To showcase the talent a film premiere was held at Coleg Cymunedol Y Dderwen where guests were greeted with popcorn and refreshments to watch and enjoy the films. The audience were encouraged to vote for their favourite film during the interval and awards were given to the best films along with Best Actor and Actress. “I attended Film Vibez and had the best time ever making lots of new friends. The Film Premiere gave everyone the chance to shine. It was a great experience that I think everyone enjoyed” Autumn Hubbard V2C used this great opportunity to hold their Annual General Meeting where in the spirit of the night V2C Chief Executive, Stephen Cook, presented the successes and figures from the year at Valleys to Coast through a film of his own. You can view the film at www.v2c.org.uk Mrs Bayliss at Llys Cynffig tells us “It just goes to show that even the oldies can have a fun time and find something to laugh about.” The evening was a huge success, with residents of all ages coming together, sharing their different perspective on life and listening to issues from each other’s point of view.

www.v2c.org.uk

the voice of change

We have a winner! A huge congratulations to our winners Mr and Mrs Bailey, who’ve won a whopping £1000 worth of gift vouchers just in time for Christmas! V2C’s Chief Executive Stephen Cook presented the very first My Rewards winners to Mr & Mrs Bailey from Sarn with their £1000 golden envelope. The gold envelope is also appropriate for another upcoming occasion, Hugh and Annette will be celebrating their Golden Wedding anniversary in March. Although Hugh’s not been well recently our winners said this was “a fantastic surprise” so much so that when V2C phoned to tell them, Hugh thought it was a scam! Safe in the knowledge that they really have won £1000, Mr and Mrs Bailey think V2C Rewards is “brilliant”. Born in Aberkenfig and Ynysawdre respectively, Hugh and Annette have lived their whole lives in the area and have witnessed many changes such as the building of the M4 motorway. It was a real pleasure for V2C staff to learn so much of the history of the area when presenting this lovely couple with their prize. Hugh is secretly hoping that Annette doesn’t spend it all on her Christmas shopping trip to Cheltenham!

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winter 2015

Want to be in with the chance to

win The Big Prize Draw of £1000 worth of vouchers? Simply: Give access first time to the Gas engineer when they call to carry out your gas servicing And Maintain a clear rent account with no arrears And Have no tenancy issues. You will automatically be entered into the prize draw. You can also be rewarded for:

Direct Debit Reward 3 Set up a new Direct Debit to pay your rent and we will give you a £10 voucher! Choose from:

Clean & Clear

Have your say

Thinking about moving?

If you provide us with feedback on our services by filling in a survey and sending it back to us you will be entered into a prize draw with the chance to win £50 high street vouchers. This draw will take place every 3 months! Miss Joanne Daniel, returned our survey back and won herself £50 voucher. She was actually speechless when we gave them to her!

Then we can offer you up to £100 worth of vouchers of your choice if you clear all your belongings from the property. And that’s everything from your garden to your attic.

Valleys to Coast believe that our best customers deserve the best rewards and services. So keep an eye out for more exciting My Rewards benefits. www.v2c.org.uk

the voice of change

Let’s Get Together! A fun afternoon was had meeting with V2C staff and using pedal power for a refreshing drink!

Local residents were able to drop in, meet a variety of V2C staff from different departments and learn about our service in their own community. There was a range of information displayed including the opportunity for residents to share their views on development and improvement plans for the area and how V2C can better communicate with tenants.

The PDSA Returns! We are pleased to confirm they will be working with us again in 2016 visiting Bridgend 8th-11th March. Check out www.v2c.org.uk to find out where they will be and more information about a free MOT for your pet!

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The afternoon gave local residents the chance to learn more about V2C and have any queries or questions answered. “We are always trying new ways in which we can involve residents as we aim to place ‘Customers at the heart’ of what we do! We were a bit nervous as this was our first Together Event but are pleased it was a great success and lots of fun was had

On the 6th October residents from Cefn Glas and Bryntirion were invited to come along to V2C’s first Together Event!

At the event you could hop on the smoothie bike to make your own refreshing drink; have your face painted or a glitter tattoo; meet other organisations such as Flying Start, Keep Wales Tidy and South Wales Fire Service or just share your thoughts over a cup of tea.

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by all. We hope this will be the first of many of these events which we plan to hold around the borough.” Marie Kiff, Customer Engagement Officer. If you would like to learn more about becoming involved with V2C and many of the opportunities which we have ring Marie Kiff on 01656 762487.

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Welcome

61E RE G

www.v2c.org.uk

the voice of change

Sarah Hay (left) and Marianne Mannello, Assistant Director, Play Wales

Space Saviours go to the Senedd! Space Saviours, the Big Lottery project to support tenants transform open spaces were invited to the Senedd to celebrate Play Wales’s achievements. Play Wales showcased a number of successful natural play projects across Wales and V2C tenant Sarah Hay’s natural play project in Wildmill was showcased as an excellent example of a social landlord supporting and developing their tenants ideas. “We held a number of workshops over the Summer to inspire tenants and capture their ideas about making better use of neglected and unloved areas in their communities. Play Wales’s natural play workshop inspired a number of tenants to imagine a safe, fun and more enticing space that all ages could enjoy. Sarah Hay had clear ideas about how her estate could be better and with support from Play Wales produced exciting designs and a project plan. V2C were impressed with the results and are now supporting Sarah to realise a natural play area in Wildmill.” Rachel Lovell, Project Officer at V2C. Sarah Hay, a V2C tenant and board member added “Space Saviours was an amazing opportunity to develop a project and going to the Senedd was pretty special!” Space Saviours came third in Wales this year, in the Tenant Participation Projects Award with TPAS Cymru 2015! To hear more stories and see what their up to please see their live blog on the Big Lottery website: www.bigblogwales.org.uk 8

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winter 2015

Do you ask yourself questions like this... How do I shop online?

How do I use Skype?

How do I search and apply for jobs online?

How do I keep my child safe online?

What mobile, laptop, tablet should I buy?

What is a mobile app? We can help answer your questions and more! Come along to one of our digital sessions to learn basic skills to help you get online... bring your own equipment or use ours! Free sessions (to everyone in Communities First postcodes areas) starting Dec 2015 to March 2016 To find out when and where call Joanne Williams at BAVO 01656 810400 or email: bavo@bavo.org.uk

BCBC would like to thank all the residents of Wildmill for using the communal recycling bins provided. Feedback we received was that you would like to see the bins cleaned, especially the bin for food waste. Therefore, over the coming months the council will be in the area washing bins on Fridays. To find out more, please visit our recycling pages at www.bridgend.gov.uk, or like â&#x20AC;&#x2DC;BridgendCBCâ&#x20AC;&#x2122; on facebook for local recycling updates. www.v2c.org.uk

the voice of change

Bridgend students grow their ambitions with Cardiff law firm Students nominated by V2C were given the opportunity to take advantage of a unique work placement scheme with law firm Blake Morgan. The Growing Ambitions scheme gives young people the chance to spend a week with Blake Morgan, gaining vital work experience and learning more about the world of business that will help with their future career. Mentored by trainee solicitors, the programme includes the opportunity to spend “a day in the life of” a lawyer, attending Court, taking part in workshops to learn skills such as negotiation; presentation and tips on interview techniques and completing applications forms. The three young people from Bridgend said that the experience has been of great benefit. “Having the opportunity to spend a week with solicitors at Blake Morgan has been a fantastic experience enabling me to really think about my future career. I’m sure the week will stand me in

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good stead when considering future career options.” Gerwyn Richard Macphail, a Senior Associate with Blake Morgan comments: “Growing Ambitions is a fantastic programme. We are extremely pleased that we can continue to work in partnership with our social housing clients to offer young people aged 15-17 meaningful work experience. We are delighted that Growing Ambitions provides an interesting and motivating experience for young people.” “Providing opportunities to help encourage young people to grow their ambitions and improve their work prospects is important to us, and we are pleased once again to work with Blake Morgan to promote and support employability skills for our tenants.” Marie Kiff, Customer Engagement Officer. If you would like to get involved in any young person projects, please contact Marie Kiff on 01656 762487.

winter 2015

V2C HEALTH & PERFORMANCE REVIEW

Is V2C putting tenants first? The Board believes that V2C is approachable and proactive at engaging tenants, encouraging customers to get involved and developing new services to support them In order to improve further the Board has asked that V2C should focus on: • How we engage and involve tenants in the more remote areas of the County • Developing ways to ensure that tenants are helped to access services provided by other organisations • Improving how we measure and report tenant satisfaction

Is V2C operating in line with the values we expect?

The Board believes that V2C: • Provides appropriate levels of support, training and development opportunities for staff • Operates according to our values of working together, with integrity, valuing diversity and pioneering change. In order to improve further the Board has asked that V2C should focus on: • Identifying why we have been unable to recruit to certain posts • Ensuring that our policies are robust and up-to-date by involving staff / tenants in the policy reviews

Is V2C well managed?

The Board believes that V2C actively supports Board development, has strong policies and robust performance measurement systems in place with motivated staff who are open and transparent. In order to improve further the Board has asked that V2C should focus on: • Recruiting two new board members with legal and asset management skills • Identifying future issues and then reviewing V2C’s mission and strategy accordingly.

www.v2c.org.uk

the voice of change

V2C HEALTH & PERFORMANCE REVIEW

Is V2C working with other organisations?

The Board believes that V2C is actively involved in the Local Service Board (LSB) and has a strong history of engaging and leading partnership work. In order to improve further the Board has asked that V2C should focus on: • Mapping which organisations our tenants engage with and how local public services are changing • More closely monitoring the outcomes from working with partners • Ensuring that all staff are aware of the LSB and how to engage and make full use of this partnership

Is V2C ensuring that their homes are of the highest quality?

The Board believes that V2C operates an excellent maintenance and repairs service, and has a robust and comprehensive asset management plan in place. In order to improve further the Board has asked that V2C should focus on: • Improving our performance in dealing with empty homes • Ensuring that our communication is clear and tailored to tenants’ needs

Is V2C delivering new, high quality, desirable homes?

The Board believes that V2C engages and involves the local community in new developments and is actively investigating alternative building methods. In order to improve further the Board has asked that V2C should focus on: • Clearly understanding the impact that external changes might have on individual development schemes • Investigating ways to reduce the cost of building new properties

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winter 2015

V2C HEALTH & PERFORMANCE REVIEW

Is V2C providing excellent housing management services?

The Board believes that V2C provides a range of excellent housing management services as evidenced by our strong arrears performance, two strong scrutiny reports and the positive outcomes from our Money Matters team, My Choice, the Community Caretakers and new Litter Pickers. In order to improve further the Board has asked that V2C should focus on: Using new technology to: • Improve service delivery • Improve the range of payment options for tenants • Help publicise the benefits of being a V2C tenant and the wider work of housing associations

Is V2C improving the economic, social and environmental wellbeing of their communities?

The Board believes that V2C employs committed staff, who are well known and respected in our communities as they are highly active within these communities, work with partners, listen and respond to customer needs and are striving to provide individuals with the confidence, knowledge, skills and opportunities to improve their own lives, as well as their community. In order to improve further the Board has asked that V2C should focus on: • Providing more training and opportunities for tenant volunteers • Ensuring that we are working collaboratively with all relevant partners to reduce the inequalities and improve health & wellbeing within our communities • Working closer with the local press to publicise the positive work going on

Is V2C financially sound?

The Board believes that V2C is financially sound as we have a fully funded 30 year business plan in place with fixed loan costs at low rates. In order to improve further the Board has asked that V2C should focus on: • Ensuring that all risks to our income are fully understood and regularly reported to the Board • Providing training to Board members to ensure that everyone fully understands the Management Accounts presented to meetings

www.v2c.org.uk

the voice of change

How can I find out more?

Tenant Scrutiny Group

How do I join?

What’s involved?

We need your help to make our services better; come along and join our Scrutiny Group!

“It’s a great way to meet new people, learn new things and gain new skills.”

What is V2C scrutiny group? It is a group of tenants and local residents who work with V2C to improve the services V2C provide. You will gain an in-depth understanding of each service area, you will recommend ideas on how to improve these areas and these recommendations will then be heard by V2C’s board.

Pop into our ‘Talk Tuesday’ sessions down at our Nolton Court office (9am—4pm) on Tuesday 8th December for mince pies and a chat. If you are interested in learning more but can’t attend please contact Michael Hughes on 01656 727948 or email: michael.hughes@v2c.org.uk

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winter 2015

What have the Scrutiny Group looked into so far? Have they made a difference? The first area the Scrutiny group looked at was: How do V2C collect rent and manage rent arrears? The group were very impressed with V2C’s rent process and how supportive V2C staff are to tenants who were experiencing financial problems. The group did however identify areas in which V2C could improve:

Scrutiny said: V2C should work closely with prospective and new tenants to ensure they can afford the rent

We did: • All new tenants meet a member of the Money Matters Team in their home; in V2C offices or over the phone to undertake a financial assessment before being allocated a property

We did: Scrutiny said: Frontline staff should educate tenants on the benefits of direct debits and support tenants to switch

Scrutiny said: V2C should review their rent policies and procedures to ensure they are clear, consistent and up-to-date

• Housing Advisors have received training from the Money Matters team on the benefits of direct debits. They encourage and support tenants to set up a direct debit at all opportunities when paying rent in the office. • My Rewards has been introduced to encourage tenants to set up a direct debit see page 5 for more information. • Information has also been provided in past editions of the Voice of Change on the benefits of such

We did: • Plans to review these documents early 2016 with involvement from staff and tenants. • If you are interested in working with us to review our policy please contact Marie Kiff on 01656 762487 for more information. • The rent procedure will be a consistent item discussed at team meetings to ensure it remains up to date and fit for purpose

The Board were very impressed with the quality of the report and appreciated the feedback from the group and will continue to act on recommendations given by them. www.v2c.org.uk

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How are we doing with our repairs service? Google translate

88%

87%

86%

of you found it easy to report a repair.

found the staff who reported the repair helpful & polite.

had the next steps clearly explained.

75%

98%

16%

70%

were told how long the repair would take.

of appointments were kept.

received a text* to remind you of the appointment.

found the reminder text useful to them.

Want the trades staff to communicate with you in your preferred language? Then let them know and they can use the google translate app on their mobile devices.

*If you would like to receive a text to remind you about your appointment then please give us your mobile number.

Speech to text

91%

92%

said the trades staff identified himself.

said the trades staff were helpful.

said the work area was left clean & tidy.

Struggle to hear what the trades staff are saying to you? Would you prefer them to write it down? Then ask them to use their speech to text application the next time they call.

85%

79%

84%

88%

would recommend V2C to friends and family.

believe V2C listens to tenants.

believe they receive value for money from their rent.

are happy with the overall service from V2C.

Great stuff! We love receiving feedback from you about how we’re doing and use this information to keep improving our services to you.

WIN! Don't forget to return your survey and be in with a chance to win £50 worth of shopping vouchers.

We’ve gone blue! You may have noticed that our vans have had a makeover and gone blue! We are delivering the same services just in a new set of wheels. Look out for us in your community and let us know what you think next time a member of our repairs team visits you! 16

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winter 2015

Complaints, Concerns and Compliments April 2014 to March 2015 V2C publishes complaints handling information in the Voice of Change and on our website. This update is an overview of the number of concerns, complaints and compliments made directly to V2C, together with any received via the Public Services Ombudsman for Wales (‘Ombudsman’), and covers the period April 2014 to March 2015:

Complaints 2 complaints were received via the Ombudsman. The Ombudsman did not investigate 1 of these complaints because the complainant had not first been through the V2C complaints process. The Ombudsman investigated but did not uphold the second complaint, and concluded that a settlement proposal discussed and agreed with the complainant at the outset of the investigation was reasonable. The Ombudsman also identified some shortcomings with our record keeping. 11 formal complaints were received by V2C. 4 of these complaints were partially upheld, 6 complaints were not upheld and 1 complaint was withdrawn by the complainant.

Concerns 104 concerns were received and resolved informally, and over three quarters of these were resolved by frontline staff. Most of the concerns received were about repairs/maintenance and major improvement works. We also received concerns about our contractors, our staff, housing applications, neighbour disputes and anti-social behaviour, our estates or communities, and about tenancy rights.

Compliments 41 compliments were received about staff, our services, contractors and our estates/communities.

Have we let you down? Tell us. We know we do not always get things right but only by hearing from you can we do better. If we have let you down; • Tell the person you are dealing with at the time- they may be able to change something • Telephone our customer service team on 0300 123 2100 and let them know as soon as possible. • Email us at complaints@v2c.org.uk or visit of website at www.v2c.org.uk/complaints • Write to us at our Customer Service Centre, Nolton Court, Bridgend. CF31 1BX To help us reach a quick conclusion please contact us as soon as possible. If too much time has passed it may be too late to do anything about it. Be as specific as you can, including as much detail as you can, including names of people involved, times, dates, damage, etc. Tell us what you would like us to do to resolve your problem. If you feel we have done something particularly well, or you want to make sure on of our staff deserves a special thank you, then let us know.

For more detailed information about the type of complaints, concerns and compliments received, outcomes, and where they have helped improve delivery of services, please visit our website (www.v2c.org.uk\complaints) or request a copy from our Customer Service Team by calling 0300 123 2100. www.v2c.org.uk

the voice of change

Meet our newest Board Members Following our AGM in September, itâ&#x20AC;&#x2122;s time to say goodbye to fellow board members who have served on our board between the last 4-12 years. Councillor Phil White, Margaret MacIntyre, Rosemary Martin and Brian Williams are all sadly stepping down this year. In their replacement, please welcome:

Maria-Louise Healy Maria-Louise is a V2C Tenant and has always lived in Bridgend. She is currently a student and studying hard to become a solicitor on the Legal Practice Course. She hopes to bring as much legal knowledge as possible to the Board, as well as providing a different perspective to the organisation.

Elisa Faulkner Elisa is originally from Hertfordshire and relocated to Wales 6 years ago. She lives in Bridgend with her husband and 3 young children. Elisa works for the Vale of Glamorgan Council, as a Neighbourhood Manager and prior to this worked in the Housing Strategy team, focussing on the development of new affordable housing.

Hywel Williams Hywel lives on a family farm in Blackmill with his wife Jackie and daughter Angharad. They look after 1,000 Texel-cross ewes and 30 Limousin cows. In 2004 Hywel was elected to represent Blackmill on Bridgend County Borough Council. Hywel has held the post of Chair of the Development Control Committee and is currently the Cabinet Member for communities.

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These will now sit alongside, Neil Harries (Chair), Helen Perkins (Vice Chair), Cllr John Spanswick, Cllr Huw David, Cheryl Tracey, John Kinder, Andrew Ireland and Sarah Hay.

winter 2015

Want to save £140 on your electricity bills this Christmas? Find out if you can... The Warm Home Discount scheme will provide a £140 discount on your electricity bills and is offered by the big six energy suppliers as well as some smaller energy providers. For those on prepayment meters, £140 will be credited onto your meter or sent via post office vouchers. Most people will automatically receive a letter from the UK Department of Work for Pensions by late 2015 or early 2016 and so on for each financial year. If you think you meet the qualifying criteria, but do not receive a letter, it is best to contact your energy supplier. All households in receipt of the guarantee and savings element of pension credit should automatically receive the discount. Customers on means tested benefits or low incomes may also qualify for the Warm Home Discount under the Broader Group. Each electricity supplier has different eligibility criteria for their Broader Group, so it is best to contact the electricity supplier for Warm Home Discount approval. Applications to the Broader Group are completed on a first come, first serve basis. Therefore, it is important to get applications for the Broader Group in early for each financial year. For more information on whether you qualify contact your electricity supplier directly. SSE 0800 622838

EDF 0808 101 4130

EON 0800 051 1480

N Power 0808 172 6999

www.v2c.org.uk

British Gas 0800 072 8625

Scottish Power 0800 027 0072

the voice of change

Thinking about getting a loan this Christmas? Head to your local Moneyline office for a loan that is simple, friendly and affordable. Miss S lives with her two children, in a housing association property and she receives benefits. When starting to prepare for Christmas she didn’t know where to go when looking for a small loan. She finds that time of year the hardest to save for after buying school uniforms in September and not having a lot of spare money left every week. Her neighbour had told her about Provident but she had also heard about their high interest rate and was not sure where else to turn due to being on benefits and having a few problems with paying debts in the past. She was introduced to Moneyline who offer loans as an alternative to high cost lenders, by her cousin via their “Refer a friend scheme”. Miss S rang her local moneyline rate number 0345 643 1553 and arranged an appointment for the following day. She met with a Moneyline advisor in her local branch and a loan of £400 was agreed with a repayment that was comfortable for her to maintain at £37.72 per fortnight. There were 13 repayments so the loan would cover a 26 week period. Miss S also decided to round up her repayments to include savings of £2.28 per week where without missing that little bit of extra money she would have a total of £59.28 saved at the end of the loan. As a result of this loan, Miss S could buy presents and Christmas food at lower priced shops and could shop around rather than be restricted to high cost credit shops where you pay high interest weekly repayments and could still be paying for last Christmas until the following Christmas! Miss S has recommended Moneyline to her family and friends as a fair and friendly company, and found the repayments coming out by direct debit easier and more private than other loan companies previously used. She was shocked at how little she has to repay with Moneyline leaving more money in her pocket than if she had used a high cost lender. Your local branch of Moneyline is at: 3 Wyndham Street, Bridgend, CF31 1ED

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winter 2015

Join V2C Equality Group Are you interested in equality and diversity? We need your help! Get involved with V2C equality group and work with us to share your views to ensure we are delivering services with equality and diversity in mind. There is also opportunity for you to tell us your ideas on new services we should consider developing. Contact Marie Kiff at 01656 762487 or marie.kiff@v2c.org.uk today to find out more!

Platinum Status Award to Llys Ton Extra Care Llys Ton Extra Care has achieved the Platinum level of the Visibly Better accreditation! This accreditation is aimed at meeting the needs of older people with sight problems who live in sheltered accommodation Congratulations on this brilliant achievement to all colleagues who have worked very hard in providing exceptional levels of service to tenants with sight loss and working towards preventing sight loss. The improvement works to Llys Ton Extra Care means sight loss is not going to stop tenants living their life to the fullest.

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the voice of change

Nantymoel Knitters Kind-hearted residents of the sheltered scheme in Nantymoel have produced 50 twiddle muffs. Nifty knitting fans have been using their skills to help support dementia patients at the Princess of Wales Hospital. Twiddle muffs are knitted hand muffs with textured items like buttons, zips and beads sewn inside and out which can provide simple stimulation for patients with dementia and other memory conditions. Research has revealed that they can sooth restless hands, reduce agitation and help increase flexibility. The twiddle muffs are already used around ABMU Health Board’s dementia wards, thanks to the kindness of local craft groups but this latest batch created by the group also features some aimed at male patients. Occupational therapy technician Annette Smith, who works at the hospital’s Ward 21, originally made contact with the knitting group and supplied a simple pattern for its members to follow. She said: “Some of the twiddle muffs they have made have things like military badges and buttons sewn on so they will be really useful for our male patients. “They are quite straightforward to make but it is sewing on the knick-knacks that patients like to fiddle with that takes time.” She said the group’s donation had been so generous that there were enough muffs to donate to Ward 15 as well and her colleague occupational therapist Laura Fairman will also be able to give them out when she works at care homes. Because patients get to keep their own twiddle muff once they are attached to one, the staff say they will always need new ones.

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winter 2015

Christmas crossword 2

ACROSS

15 16

17 18

Santa _____ (5) Colour of Rudolphâ&#x20AC;&#x2122;s nose (3) Another reindeer employed by 1 across (6) Changed (7) Christmas fare (5,3) What youâ&#x20AC;&#x2122;ll be eating for days after Christmas dinner (9) Crazy (3) The frozen North Pole has plenty of this (3) Good fortune, prosperity (7) She has a royal Christmas message for the British (9) Mary rode one to the manger (3) Wait, stay (4)

31 33 35

13 14

9 10 12

1 4

19 21 23 25 28 29 31 32 33 34 35 36

Improvised jazz singing (4) Ruminant (3) First course (9) Answer (7) Lyric poem (3) Traditionally burnt in the fire at Christmas (3) Ovenproof dish (9) Equine marine creature? (8) Powerful businessman (7) Treads heavily Distress signal (3) Lolly (5)

DOWN 1 2

______ Dickens, author of A Christmas Carol (7) Items of archeological interest (9)

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Miserly character in 1 Down (7) 4 Set right (9) 5 Large bin (8) 6 Jeans fabric (5) 7 Resolute (9) 8 Building (7) 11 Male relative (6) 17 Warrior woman (7) 18 Town where Jesus was born (9) 20 & 24 Yuletide gift (9, 7) 21 Kind of money you might find in your stocking (9) 22 They go off with a bang at Christmas dinner (8) 24 See 20 down 26 Santa and you can use them for riding (7) 27 Furthest down (7) 30 Micro-organisms (5)

the voice of change

Merry Christmas and a Happy New Year from everyone at Valleys to Coast. Our offices are closed at 4pm on the 24th December, and will re-open on the 4th January 2016. If there is an emergency during this period, please call us on 0300 123 2100. We are moving our Customer Service Centre at Nolton Court to our Head Office on Tremains Road from 4th of January. This will offer you better service as all of our staff will be in the same location. The office is placed directly opposite We are the VW garage and does not have parking facilities onsite. Our telephone number will stay the same. moving! We look forward to seeing you in the New Year!

Competition Entry Form

Win

ÂŁ100

vouch ers!

I found................................................Gingerbread biscuits in the Voice of Change. Name ................................................ Contact Phone Number/Email................................................ Address .............................................................................................................................................. .......................................................... Post Code .............................................................................. Would you like to be part of our Communication group and give us feedback on our publications? Yes No Would you be interested in joining V2C equality group and work with us to ensure we are delivering services equally? Yes No Would you like to become a scrutiny group member? (See page 14)

Yes

There is still chance to win ÂŁ100 worth of high street vouchers - tell us your ideas on how we can improve our services to you: ............................................................................................................................................................ ............................................................................................................................................................ Thank you for your time. Please return this completed form in the pre-paid envelope provided by 1 March 2016. 24

0300 123 2100

comments@v2c.org.uk