YOUR QUARTERLY MAGAZINE FROM FAMILY MOSAIC WINTER 2015

SEASON'S GREETINGS

AND A HAPPY NEW YEAR

INTERNET ACCESS A DOOR TO A NEW WORLD

2 3

My mum has never been ‘online.’ She’s 88 and tells me she has seen enough of the world without it.

I understand where she is coming from, but then again she hasn’t travelled much beyond Ireland, Romford and Torquay.

She doesn’t need to be online right now as she has a bank account and pays all her bills by direct debit. What she does need is help cutting the lawn.

In contrast, much of my work and communication is done on an iPad and smart phone. However, I stumble when it comes to internet banking – and I still like shops.

My friends think I’m a dinosaur, and maybe they’re right. We are rapidly becoming more dependent on online services. We either go with it, or get left behind. And at 55 I can’t afford to get left behind.

The government is moving more services online and Family Mosaic is too. This trend is driven by both a desire to make things more efficient and demand from yourselves.

Being online has other benefits. It has automated systems to help carers give better care to vulnerable people. I can also see my daughter, who lives in the north (and get upset about her latest tattoo).

Everyday another essential service moves online, and everyday someone designs a computer 'app' that makes someone's life easier.

When I’m 88 like my mum, what will I be excluded from if my digital skills aren't up to speed? So I am committing to becoming a modern man, starting with internet banking. What small step could you take to make sure you’re not excluded from the future?

BRENDAN SARSFIELDCHIEF EXECUTIVE

Turn to our feature on digital skills on pages four and five

GO DIGITAL

inside this issue

CRE

DITS

: ED

ITOR

IAL

PORT

RAIT

BY

RORY

CH

AMPI

ON

4-5 SPECIAL FEATURE

DIGITAL SKILLS: UNLOCK THE INTERNET

The internet is fast becoming the only way to get many services, like some welfare benefits, and to get the best deals on others. We can help you learn this vital skill

6-7 SAFETY AT HOME

DOMESTIC ABUSE

It's not festive, it's not happy, but sadly it's something we have to talk about. Don't suffer in silence this Christmas

8YOUNG PEOPLE

SKY HIGHOur latest group of Duke of Edinburgh award contestants acquire a taste for sky-diving

9FINDING WORK

MORE APPRENTICESTeam bosses from all corners of Family Mosaic have promised to offer more apprenticeships for younger tenants over the coming year

10GET MOVING

LOTS MORE WAYS! Finding a way to move home gets easier

11YOUR SERVICES

GARDEN DUTIESChange of schedule for the colder seasons

12WELFARE UPDATEA guide to some of the latest benefit changes.

editorial we can... news round-up

LATEST RENT DRAW WINNERS

The following win £250 in our quarterly prize draw of tenants with a rent account in credit.

East: Ms E Fosu, N16Essex: Ms L Stevens, RM19South: Miss M Konneh, SE17 North/west: Mrs C O'Sullivan, NW2

CONNECTIONS IS YOUR MAGAZINEConnections is written for you, to tell you about service changes and local news. We are always looking for people to contribute ideas, write news or features or take photos of things of interest happening in your community. If you would like to contribute, contact editor Charlotte Sexton by email at charlotte.sexton @familymosaic.co.uk or call Charlotte on J020 7089 1140.If you would like to get Connections by email, or not at all, please let us know! To read Connections online see

familymosaicconnections.co.uk

TENANT FRAUDSTERS FORCED TO PAY BACK ILL-GOTTEN GAINS

IDENTITY CHECK WARNING FOR LONDON TENANTS AFTER REPORTS OF BOGUS CALLSLast month we had several reports of possible fraud in London, with people claiming to be working for Family Mosaic knocking on your doors to ask for cash payments.

Staff ID cardOur staff and contractors never ask for cash when visiting your home. They also carry an official ID card.

Please be very cautious of anyone who calls at your home, especially if you are not expecting a visit.

Always ask to see an ID card and check it before letting anyone in.

If you think you have had a suspicious visit please get in touch with us immediately on q0300 123 3456.

GO ONLINE: LOG BOOK FOR NEW TENANTSWe recently launched a digital log book for new tenants with 'fixed term' style tenancies.

Just register online when you move into your new home and you can keep a secure record of your progress at work, in training or education. When you reach a goal, just update your log book.

The log book also offers online services like reporting repairs, openings for volunteering and an online budgeting tool. You can also insure your house contents and if you're job hunting, there's a handy step-by-step CV builder.

For more on learning how to go 'online', see pages 4 and 5.

FRAUD!

a

We recently won two court judgements giving us the go-ahead to recover a record amount of unlawful profits made by tenants illegally sub-letting our properties

In September, we won two cases against former tenants at Central London County Court. Between them, the tenants were ordered to pay us £67,356. In one case, the tenant was also ordered to pay us legal costs of £7,367.

All the money recovered will be put into our tenant welfare fund, used to help vulnerable tenants in financial difficulty.

The county court heard that, in one case, 'our' tenants were living in a home they owned elsewhere. In the second, the tenants had moved out leaving their son in the property. Other rooms had then been rented out unlawfully.

Head of legal services at Family Mosaic Debra Freeman said: 'Tenancy fraud is a serious problem for social landlords so we are delighted that we are starting to get significant money judgements for claims issued under the Prevention of Social Housing Fraud Act.'

No profit for fraudstersThe Prevention of Social Housing Fraud Act 2013 came into effect in November 2013. Section 5 of the law allows social landlords like Family Mosaic to ask the courts to let us seize any unlawful profits made by tenants illegally sub-letting a social home.

CHRISTMAS OPENING HOURSOur customer care line will close at 4pm on Christmas Eve and New Year’s Eve and will be closed on Christmas Day, Boxing Day and New Year’s Day. An emergency service will run during these hours.

4 5

news special the internet

DO YOU HAVE BASIC DIGITAL SKILLS?

The five main digital skills you'll need are being able to: handle cash, manage information, communicate, create things, and problem-solve. Take our quiz to see how well you do…

CAN YOU DO THIS ON THE INTERNET? YES NO

Manage parental controls?

Use security tools when browsing the web?

Use a search engine like Google to look for information?

Search for deals on price comparison websites?

Keep in touch with other people using email/instant messaging/video calls and social media?

Order your shopping?

Use a secure website for financial transactions, for example online banking?

Fill in a universal credit application form?

Book travel arrangements or a holiday?

Create a text document?

Create and share a photo album?

How did you do? The above are all basic digital skills. If you ticked No for any of our questions, why not learn how to do them? If you ticked No for a lot of them it might be worth taking digital skills classes.

Did you know you can read Connections on the internet? See if you can find our online version by doing a search for www.familymosaicconnections.co.uk

ELSIE  is in her 50s and lives in Essex.

She was bullied at school so missed a lot of classes. She didn’t get high grades as a result so has always believed she wasn’t very good at learning new things.

Getting involved with Get Connected changed her mind.

Elsie had always wanted to learn how to use computers but didn’t know how to go about it. After completing our basic Get Connected course, Elsie was delighted when we asked if she

wanted to go up to the next level by working towards a European Computer Driving Licence (ECDL).

The ECDL is an information and computer technology (ICT) and digital literacy qualification that is recognised world-wide.

Elsie is really proud of all she has achieved and now feels much more positive about her future.

To anyone who is nervous about getting started, she said: 'Even if you can’t use a mouse, you'll get there. Just take it slow and start at the beginning. Just go for it.'

HOW TO GO ONLINE

You don’t need a fancy computer. There are many ways to get online:●● using a PC at a local library●● buying a smart phone●● buying a new computer or laptop (portable computer) or tablet

●● buying a refurbished computer/laptop/tablet, which may give the best value for your money.

If you want to use the internet regularly at home you will need a service called broadband. This lets you use the internet anytime instead of paying for every 'call' you make to 'go online'. Broadband can be supplied using a phone line, special underground cables, by mobile phone signal (with a SIM card) or with a satellite dish.

Compare costs and what you will get with the 'package' before signing up to a broadband provider. If you have a mobile or telephone contract, see if the company you're with will offer you a cheaper rate.

Your new broadband provider should send you instructions for setting things up and will send any equipment needed. Call them if you have any problems. Their staff are trained to explain things clearly.

If you want to use a smart phone to 'go online' make sure your mobile phone contract gives you enough 'data usage' for the internet or you could get some nasty bills.

DON'T MISS OUTEXPLORING THE INTERNE T BY COMPUTER: THE NE W WORLD AT YOUR F INGER T IP S

Every day people are going 'online', using the internet to get vital daily tasks done efficiently and at the best price, from paying bills, ordering prescriptions, doing shopping, or checking for timetables or travel warnings before going to work. To do so they use what we call digital skills – the ability to use a computer and the internet

More and more essential services are being offered online. For now we still have some choices. We can use traditional methods, like going to the shops or picking up the phone to make a call. But some services will soon be online only, or they'll cost you a lot less that way.

Sign of the timesThe government promised in 2010 to move most of its services online, with welfare a priority. You can now only apply online (using the internet) for universal credit, the benefit which since 2013 has been slowly replacing others like housing benefit. Soon anyone applying for some benefits will struggle if they don't have basic digital skills.

According to Go.On UK, a charity promoting digital skills, more than 12 million people in the UK don't have basic digital skills. People living in social housing are high on that list - lacking both the skills and the tools to use the internet.

What we can do to help?Many of you are going to need to know how to use the internet to claim universal credit, use Universal Jobmatch and get other vital public services that are going online.

If you don't have your own equipment or internet connection at home, you'll also need advice on what will suit your needs best.

We have been running our digital skills project, Get Connected, for nearly five years. We've looked at what the government expects you to be able to do and we've listened to your feedback on our project.

We've now used both to redesign Get Connected, and have come up with a new step-by-step training course that you can do from home. All you will need is some basic equipment and an internet connection then you can start learning at your own pace from the comfort of your own home.

IF YOU WANT TO:

●● sign up for support from our Get Connected project●● get help to pay your rent or

report a repair online●● or get advice on using our digital

logbook for 'fixed term' tenants

call q0300 123 3456 or email:

LONDON: christina.murphy@ familymosaic.co.uk ESSEX: james.shepherd@ familymosaic.co.uk

* Name has been changed

Young Get Connected volunteers plan the next lesson

Never too late to start: Chelsea Court residents get to grips with the online world

safety at home

DOMESTIC ABUSE Domestic abuse is a difficult topic but, on average, two women are killed every week by a current or former partner. At stressful times, like Christmas, it can get worse and more frequent. It is something we have to talk about

In England and Wales, 4.6 million women have experienced domestic abuse. One incident is reported to the police every minute. It affects people in all parts of society, including some men. It doesn’t matter what kind of home you have or how much you earn.

Anyone who has survived or is still being abused at home needs help. We will make sure you get advice from a source that cannot be traced. If you need somewhere safe to live, we will make sure you find it. The help you get will be free and could be a life-saver.

Families have arrived at support services with only the clothes on their back, frightened, traumatised, and in desperate need of a safe haven and valuable time to get their lives back on track.

If you need protection from a violent partner or ex-partner, please tell us. No one should live in fear in their own home and we will make sure you get help from trained, sympathetic specialists.

The government defines it as: 'Any incident or pattern of incidents of controlling, coercive, threatening behaviour, violence or abuse between those aged 16 or over who are, or have been, intimate partners or family members regardless of gender or sexuality.'

Domestic abuse is not just physical injury. The damage may not be visible to the eye. The violence could be:●● psychological●● physical●● sexual●● financial●● emotional, and/or●● controlling

behaviour.

DOMESTIC ABUSE IS ...

I found myself asking, 'Why am I am making him so mad that he has to treat me this way?'

EARLY WARNING SIGNSResearch in 1982 found that most people failed to report domestic abuse until they had been assaulted, on average, a shocking 35 times.

As Sarah's story on the right shows, victims are very likely to wrongly blame themselves, with their attacker also typically claiming that the person they have abused drove them to it.

Many abusers will be very apologetic, saying it will never happen again. It almost certainly will. Domestic abuse is the one form of assault that police studies have found happens again and again.

In its worst form, it kills. But very often a pattern of low level abuse builds up first so it is vital that you recognise what is happening. The NHS says: 'We think of domestic abuse as hitting, slapping and beating, but it can also include emotional abuse as well as forced marriage and so-called "honour crimes".'

The NHS says it is domestic abuse if your partner or another family member:

PREGNANCY AND CHILD BIRTH: A HIGH RISK TIMEDomestic violence often becomes worse when a woman is pregnant or gives birth or it might start then. The NHS believes 30% of cases start during pregnancy.

This also increases the risk of miscarriage, infection, premature birth, and may kill or injure the baby.

If you are pregnant and

being abused, please get help. You can speak in confidence to

your GP, midwife, obstetrician, health visitor or social worker or call the free, 24-hour National Domestic Violence Helpline. If you are in danger now call 999.

CHILDREN: EMOTIONAL, PHYSICAL AND MENTAL HURTIn a shocking 40 to 70% of cases, children are also physically abused. Many argue that the emotional abuse is just as damaging.

'People throw around statistics saying that up to 70 or 80% of children of batterers are also abused. That statistic is wrong. Every child who witnesses abuse is a victim of abuse.

'As an abused child, and then as an adult trying to recover, I was far more affected by witnessing the abuse of my mother than I was by the abuse directed toward me.' Carla (www.hiddenhurt.co.uk)

IMMEDIATE DANGERCALL THE POLICE ON 999

● threatens you ● shoves or pushes

you ● makes you fear

for your physical safety

● puts you down, or tries to undermine your self-esteem

● controls you, for example stopping you seeing your friends and family

● is jealous and possessive, such as being suspicious of your friendships and conversations

● frightens you.

SARAH’S STORY The first few weeks that I was with Peter were wonderful. He was affectionate, considerate, fun to be with and a great boost to my self-esteem

But as soon as I moved in with him the violence began. I was frightened and shocked but he was always so sorry for what he'd done and promised never to hurt me again.

He became very jealous and possessive. He kept accusing me of having an affair but I just thought he was feeling insecure.

I felt sorry for him. I believed I could change him. Then he turned against my family and friends and tried not to let me see them.

I broke up with him more than once but he was always so sorry for what he’d done that I took him back.

I thought his attacks must somehow be my fault. I found myself asking, ‘What have I done to deserve this? Why am I making him so mad that he has to treat me this way?’ I couldn’t bring myself to tell anyone what was happening. I was embarrassed and couldn’t help thinking it was my fault.

Peter was cunning. No matter how hard he hit me, he was always careful never to mark my face. My family realised what was happening and wanted me to call the police but I couldn’t press charges. I was terrified.

Then one day, Peter stabbed me in the face with a fork. I tried to run away but he followed me and picked up a glass and chucked it at me. I was bleeding and in agony with a shard of glass stuck in my side but Peter just picked up his keys and walked out.

I called an ambulance that took me to the hospital where they stitched me up. This time I did find the strength to go to the police and they put me in touch with Women’s Aid. I knew I had no choice.

If I had gone back to Peter, I might not be here today. I finally saw him for what he was – a menace who used violence to control me.

Slowly I am starting to rebuild my life and my confidence. I have left the refuge and moved into my new flat. I still suffer from headaches and I don’t sleep well. But my life is getting better every day and I know I’ve done the right thing.

HELP FOR WOMENwww.womensaid.org.uk www.refuge.org.ukq0808 2000 247 (calls are free, 24 hours)

HELP FOR MENwww.mensadviceline.org.ukq0808 801 0327 (calls are free)

6 7

8 9

young peoplegetting employed APPRENTICESHIP OPPORTUNITIES!

www.familymosaic.co.uk/apprenticeships

WANT A CAREER IN CHILDCARE?

If you are interested in starting a new career in childcare please call Maxine Rose on q020 7089 1272 or email Maxine.Rose @familymosaic.co.uk

FAMILY MOSAIC TEAM MANAGERS PROMISE MORE APPRENTICESHIPSFamily Mosaic managers have promised to give another 15 of you a chance to become an apprentice with us over the next few months

The pledge was made after a presentation given by some of our staff who have been managing or mentoring apprentices.

Foot on the job ladderIn the past three years 44 of you have completed an apprenticeship with us, with many of you also going on to get your first job, in housing, human resources, finance or information technology.

'Having Lauren as an apprentice in our department was invaluable to the team in a very busy year,' said human resources assistant Miriam Laird.

'Lauren will leave us in January to further her studies and we hope this

has been as good a learning experience for her as it has for us.'

In 2012 we set ourselves a target of getting 1000 of you into work in three years, with apprenticeships

part of our support package. We were delighted to beat our own target, hitting the magic 1000 six months early - and we're determined to carry on doing our best to help.

SKY’S THE LIMIT AFTER EXPEDITION SUCCESS

Back in October a group of young people part-way through their Duke of Edinburgh Award (DofE) celebrated completing their expedition with some indoor skydiving.

Indoor flightThe adrenalin-fuelled afternoon was planned by our Youth Academy. After a short instructional video the group donned their flying suits and prepared to take flight inside a 12ft wind tunnel.

Accompanied by an instructor, they stepped into the tunnel and got a taste of what it's like to really skydive. This was a first-time experience for each of the young people. Judging from how much they all enjoyed it, we are sure it won’t be the last.

SOUNDS LIKE FUN?If you’re aged between 14 and 25 and are up for an adventure, why not get in touch to find out more about the DofE initiative. You can go for either a bronze, silver or gold DofE award, depending on what level appeals to you, or you can do all three. You will learn a new skill, take up a physical activity and spend at least three months volunteering.

For more on the DofE awards or other Youth Academy activities call q020 7089 1245 or email youth.academy@familymosaic.co.uk

Sky's the limit: ready to dive

NEW CAREER FOR KAMILIAKamilia Nicol told us she wanted to work with children but was worried that she lacked suitable professional qualifications. She'd also been out of work and job hunting for a year. Her self-confidence had taken a big knock

After getting in touch with our employment team, Kamilia studied our childcare programme.

Training firstFirst she went on our free child-minding training course, gaining herself an accredited qualification in home-based childcare.

Then she began the process of becoming a registered childminder. Kamilia also went on our six-week

Employment Bootcamp for adults. At first unsure about its benefits,

Kamilia said it turned out to be a real catalyst, helping her to value her skills, and the mock interviews helped stop interview nerves getting the better of her.

With the help of our 'great trainers' (Kamilia's words!) her self-esteem was restored. 'Everyone walked away with an empowering experience,' she said.

With her new qualification and self-belief, Kamilia began applying for jobs. She was surprised to get responses followed by interviews.

Kamilia has now been offered work as a mobile crèche practitioner and has a new career working with children with complex learning needs.

SADLER'S WELLS OPENS THE DOOR TO DANCING A new partnership with the team behind one of Islington's most famous venues could be your ticket to the dance floor.

Hip hop to BollywoodTheatre and charity Sadler’s Wells is famous for staging world class dance, from ballet to hip hop, and flamenco to Bollywood.

It is hoping its new scheme, Get into Dance, will reach new Islington audiences who wouldn't normally visit the theatre.

It is hoping to attract people on low-incomes, the over 60s, young people and people with disabilities.

Some of our young tenants have already enjoyed two productions at Sadler's Wells since we signed up to Get Into Dance.

In September, one group watched Apex Rising, performed by the National Youth Dance Company and guests, and in October a group from our Islington young people’s service joined the audience for Into the Hoods, shown at sister venue the Peacock Theatre.

If you live locally and are on a low income you can join with a referral from a partner organisation like Family Mosaic. A £3 ticket will pay for you and up to four guests to see four performances a year over two years. There may be other opportunities, like volunteering as an usher, or training/work in the box office, café or back office.

To find out more contact Melissa Vidal on Melissa.Vidal@familymosaic.co.uk or call q020 7089 1245.

Walking on air: our DofE candidates rewarded with certificates after the flight

10 11

your servicesmoving onwards

If you have more bedrooms than you need, you could make a big cut in costs like your rent and fuel bills by moving to a smaller home. And we’ll help you do it.

Shrinking listPreviously, anyone wanting a smaller home registered with us. We recently reviewed all our registered 'downsizers' and, as a result, our list has shrunk by half.We really want to make best use of our family-sized homes so if you have one or more spare bedrooms and are thinking of moving somewhere smaller, please get in touch with us.

We can offer you expert practical help and a wide range of useful options. You’ll also get a named member of staff to help you find the right move for you.Contact the housing options team on q0300 123 3456 to find out how we can help you.

CALLING THE CUSTOMER CARE LINE... JUST DIAL ✆ 0300 123 3456 » THEN PRESS 2 OPEN 8AM-8PM ● MONDAYS TO FRIDAYSOPEN SATURDAY MORNINGS ●●9AM-1PM

EARLY WINS FROM TEST RUN FOR UK-WIDE 'SWAP' SCHEMESwap and Move is a new national swapping scheme we are trying out this year. Since we signed up to it in September 2015, over 350 of you have joined Swap and Move, adding to the 1800 of you already using Homeswapper and 400 using House Exchange.

Doddle to useSwap and Move is easy to use on a mobile phone, tablet or computer. Register on the scheme to increase your chances of a finding a swap.

We recommend you also look at Housing Moves as a good number of you have secured a move with this scheme, run by another firm. Here are two recent success stories.

UPSIZED IN A MONTHMr C wanted to move to a larger home in a new area. He applied to Housing Moves earlier this year. After being on the scheme for just a month he was invited to view a property. He said he was very satisfied with how easy the website was to use and couldn’t believe how quickly he had found somewhere suitable.

LOCATION MATTERSMs M wanted to be nearer her family who lived in a different borough. We told her Housing Moves was the ideal scheme for out of borough moves. As she was working she would qualify for the second highest band. Within six months of putting in a bid she was offered a property in Camden, the area she wanted.

REPAIRS GO BACK TO THE DRAWING BOARDIn the last edition of Connections I told you we were looking closely at how you, our customers, experience our repairs service.

You won’t be surprised that we found room for improvement. So it was back to the drawing board for everybody involved, including our contractors, staff who manage our contractors and the staff who serve you directly.

We are now testing ways to improve the repairs service, such as faster appointments and letting you know when we are on our way. We will let you know how we got on in the next edition of Connections.

MORE ROOMS THAN YOU NEED?

GARDENING DUTIES: SEASONAL SWITCHAfter a warm autumn, colder weather has started to creep in and with it comes a change to our seasonal gardening schedules. Away go the mowers and strimmers as we start to prepare for the coming spring

Between November and March the gardening contractors who look after communal outside areas, such as grass or gardens around blocks or estates, turn up once a month instead of every two weeks.

Winter choresDuring these colder months, the gardening teams will turn their attention to clearing up fallen leaves, litter picking, and keeping shrub beds tidy.

They will also be on the alert for any severe weather like ice, snow and high winds.

Our gardeners will try to make sure all shared spaces are safe in poor weather but please also take care when entering or leaving your homes. Paths can become slippery in very cold weather and after snowfall, and high winds can sometimes snap tree branches or cause other blockages on paths or roads.

NEW LAW ON CARBON-MONOXIDE DETECTORSIn October the government changed a law on a landlord's duty to fit smoke alarms and carbon monoxide detectors

The new law says all landlords must install a carbon-monoxide alarm in every room with an appliance that burns 'solid fuel', for example, an open fire that burns wood or coal to give heat.

None of our homes have this type of appliance. All the heating or power we install is powered by gas or electricity, or uses solar energy. Therefore, the new rule about carbon-monoxide detectors does not apply to our properties.

They do, however, make your home safer so we are fitting carbon monoxide detectors when we install new heating systems.

To be useful they clearly need to work so, if we have fitted a carbon monoxide detector in your home, when we do your annual gas safety check, our engineers will check the date the device was installed and when it will expire.

If a detector that we have installed needs replacing, they will do the work. We also still fit smoke alarms in every home.

If you do not have a new heating system but want to buy your own carbon monoxide detector, call the customer care line on q 0300 123 3456 for advice.

MANY WAYS TO HELP YOU MOVEWe have lots of different schemes to help those of you wanting to move home, including two we joined recently: Swap and Move and Homefinder UK. Lots of you have already signed up to one or both and you are already benefiting from more opportunities to move.

Homefinder is a free scheme for tenants, offering opportunities to move across the country. It also gives access to Housing Exchange (another free swapping scheme).

In the first month there were many properties available in London boroughs and outside the capital. Family Mosaic and other housing association properties are advertised to help you move home quickly.

Here is a list of London properties advertised last month:

● 1 bedroom flat in Lewisham advertised by Family Mosaic

● 2 bedroom flat in Waltham Forest advertised by Family Mosaic

● 4 bedroom house in Barking and Dagenham advertised by another housing association

● 1 bedroom flat in Lambeth advertised by another housing association

● 1 bedroom flat in Southwark advertised by another housing association

Other properties available are in Leeds, Birmingham, Barnsley, Derby, Rotherham and more.

To see all available properties and join, fill in the simple registration form at homefinderuk.org or contact us on q0300 123 3456.

HAVE A BURNING QUESTION FOR CUSTOMER SERVICES DIRECTOR ASHLING FOX?

Do you ever wonder why we do something a certain way? We are introducing a new feature giving our answer to your questions.Send your questions to Charlotte Sexton at charlotte.sexton@familymosaic.co.uk or Albion House, 20 Queen Elizabeth Street, London SE1 4UP. Don’t forget to let us know your name.We’ll run the best question, and Ash's answer in the next issue of Connections.

PRINTED AND DISTRIBUTED BY COUNTRYWIDE PUBLICATIONS ON PAPER FROM SUSTAINABLE SOURCES q 01502 725 832 EDITED BY CHARLOTTE SEXTON SUBEDITED & DESIGNED BY THOMPSONS q 01732 750 433

Head office

Albion House, 20 Queen Elizabeth St, SE1 2RJ q020 7089 1000 www.familymosaic.co.uk

Essex office

Pembroke House, Northlands Pavement, Pitsea SS13 3DU q01268 498 500

Report repairs

q0300 123 3456, then press option 1. Report repairs to us online at www.familymosaic.co.uk

Leasehold enquiries

Call q0300 123 2209 h CCLHomeOwnership @familymosaic.co.uk

Tenant enquiries

Call q0300 123 3456 then press option 2. Lines open 8am 8pm on weekdays, 9am to 1pm on Saturdays h CustomerCareLine @familymosaic.co.uk

Employment team

q020 7089 1345

Care and support

London q020 7089 1000 Essex q01268 498 500South q01273 468010

Welfare rights officers

London north/west q020 7089 1323 London south/east q020 7089 1187Hackney/Essex: q01268 498 563

Staying in touch

WELFARE REFORM READY?Several new welfare changes may have a big impact on the way you apply for or get benefits, starting in the next year or two. You may have to do a lot more to make sure your income covers all your household expenses and to avoid having benefit payments sanctioned or stopped

Monthly paymentsUniversal credit will replace six different tax credits and benefits, including housing benefit. You will get one lump sum a month instead of every two weeks. Think about:●● setting a monthly budget to plan how you spend your money

●● changing the dates your bills are due, like gas or electricity, so you can pay them soon after getting the monthly payment.

Online accessYou will need to manage your benefits online. That means setting up and managing direct debits online. See our feature on digital skills on pages 4-5 for help.

Using a bank accountA bank account lets you deposit and withdraw money and pay bills direct. Make sure you have a bank account and understand how it works. If you share an account discuss how you both spend money. Find out more at www.moneyadviceservice.org.uk/en/articles/basic-bank-accounts

Less moneyYour income might shrink if your benefits are capped or your job seekers allowance or tax credits are frozen so think about:●● cutting household expenses.

What don’t you need? Keep a list of everything you buy in a month and see what can go.

●● boosting your income. Could you work more hours or apply for promotion? Call our employment team for job advice (details at the top of this page).

Don’t get caught out!Make sure you tick every box for the benefits you get, like job searches and being available for jobs and interviews. Some changes may end your automatic right to free prescriptions or school meals for the children. You will have to apply for these separately.

If you have any questions or want advice on budgeting, benefits or employment please call our friendly employment and financial wellbeing team.

CHRISTMASCROSSWORD1 2 3

4

5

6 7 8

9 10

11 12

13 14

ACROSS2: No room at the inn, so what room was Jesus born in?4,3,6,5: The second line is: 'Stood a lowly cattle shed'. But what's the first line? (4,2,5,6,4)5: see 4 across6: see 4 across9: What manner of messenger told Mary she'd be giving birth to the son of God?11: Silent -, holy -12: In the spirit of Christmas, is it better to ---- or receive?13: Who's that forcing his way down the chimney?

14: Ebenezer Scrooge was visited by the ghosts of Christmas present, Christmas yet to come and ----

DOWN1: On the fifth day of Christmas my true love gave to me, five ... (4,5)2: See 7 down3: See 4 across7, 2: Mary was that ------ ---- (6, 4), Jesus Christ her little child8: No need for SatNav - instead the three wise men --- a star over Bethlehem10: Santa's little helpers in Lapland