Spring 2017
The magazine for South Staffordshire Housing Association customers
MORE new homes, MORE support for independent living, MORE investment in home improvements
Fundraising for a great cause
National award for Home MOT programme
How we’re doing six months on
Our vision and values
WELCOMEto the spring issue of News Extra, the magazine for customers of South Staffordshire Housing Association.How lovely it is to see signs of spring in our beautiful towns and villages. Now the clocks have moved forward it is really starting to feel as though we can look forward to longer, brighter days.There is plenty of good news to brighten your day in the following pages, too. I’m particularly pleased that we are investing £10m improving
the homes of our customers and that we are helping people receive an extra £750,000 in unclaimed benefits, pension and tax credits.
Find out about the national award scooped by our Home MOT team and how we will be using a grant of £120,000 to tackle poverty and unemployment in this area. We’ve got the information you need about Universal Credit, too, as well as advice to help you avoid unexpected bills for home emergencies.
Jan Goode Neighbourhoods Director
As part of a new group, we have a new vision to share with you.Our vision sets out our ambition and purpose in the simplest possible terms.
Our vision is to be an excellent provider of homes and services.
Values are the heartbeat of our organisation. They are what sets us apart, underpinning our culture and helping to ensure that each of us takes personal responsibility for delivering excellence at every opportunity.
These are the values shaping the decisions we make, the services we provide and the relationship we have with our customers:
Trust – making sure we communicate and act with respect, honesty and integrity
Partnership – working collaboratively to excel
Inclusiveness – respecting and valuing diversity in our workplace and communities
Innovation – learning and changing to continuously improve
Accountability – being transparent and responsible for our actions and performance
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SSHA scoops national award for project to maintain customers’ homes
South Staffordshire Housing Association has won a national Customer Impact award for its Home MOT programme which maintains homes a neighbourhood at a time. Our teams of multi-skilled operatives give properties a ‘check-up’ and carry out a checklist of work including minor external repairs and painting, cleaning and mending gutters, re-laying uneven slabs on pathways and attending to fences and gates.
The Home MOT programme has allowed the association to maintain our investment in home improvements despite falling income resulting from welfare reform. Recognising the innovative qualities of the project as well as extremely high levels of customer satisfaction, the National Housing Maintenance Forum (NHMF) chose it as the winner of the Best Customer Impact award at its national conference on 24 January.
“Customers love the project because it doesn’t just improve their own home, it brings a facelift to the whole neighbourhood,” said Home MOT team leader John Grosvenor. “The reaction of our residents is the best part of the job. It feels good to make a difference to a community.”
SSHA is investing £1m per year in the Home MOT programme, benefitting 1,200 homes annually in neighbourhoods across South Staffordshire. The project has helped catapult the local association into the top quartile nationally in surveys asking housing association customers whether they are satisfied with their neighbourhood as a place to live.
In feedback, 99% of customers said that they liked the new service and 100% of customers surveyed found the Home MOT project more convenient than having the same work carried
out in a number of visits. The project delivers annual savings of £350,000 on the cost of doing the same work as responsive repairs.
“The Home MOT project has enabled us to increase the level of work carried out at the same time as reducing our operational costs,” said property director Stephen Collins. “We have delighted our customers, reduced calls to our Customer Services team and delivered outstanding value.”
The NHMF award judges spotlighted the project as an innovation with the potential to be adopted throughout the industry.
Customers love the project because it doesn’t just improve their own home, it brings a facelift to the whole neighbourhood
Find out when YOUR home will receive its next MOT. Visit our website at ssha.co.uk and search for Planned Maintenance Schedule.
Alan Core (left) and Andrew Kenny (right) receiving the award on behalf of the Home MOT team from Shaun Aldis, chairman, NHMF
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In the spring of 2016 we asked you to support the creation of a new, stronger Group as we joined together with Severnside Housing.
We told you that, as a larger organisation, we would be able to build more homes in local communities, protect and improve the services that matter most to our customers and support older people to live independently.
A few months after celebrating the formal launch of Housing Plus Group, we’re working hard to keep those promises.
Providing new homes is a priority in South Staffordshire. Soaring property prices make it difficult for young people to live and work in local towns and villages. A lack
of suitable accommodation often means that older people can’t downsize and that contributes to the shortage of homes for families.
We are already working to create 100 new homes in South Staffordshire, with opportunities for rent and shared ownership. The first of these homes will be available as early as this year.
Supporting older people to live independently in their own homes is hugely important. Living in familiar surroundings, close to family and friends, helps people to stay connected to local communities, getting more out of life.
This year Care Plus will deliver 1,200 hours of care and support in the homes of our customers. And SSHA will complete a brand new retirement living community in Penkridge.
Our new Group: how are we doing six months after our launch?
Stronger together
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We promised that, as a larger organisation, we would be in a stronger position to protect and improve the services that matter most to our customers. Rent reduction and welfare reform has cut the income received by housing associations everywhere. Many have had to reduce the amount that they spend on home improvements and withdraw services such as benefits advice and support for job seekers.
This year we are investing £10m improving homes for customers in South Staffordshire and a national award has recognised the impact on customers of our Home MOT service. We are continuing to support people into work and we are helping customers
receive an extra £750,000 in unclaimed benefits, pension and tax credits.Of course, we’ve only just got started. There is a lot of work to do and we know that we will face big challenges in the months and years ahead. We would like to thank you again for backing the creation of our new Group and restate our pledge to deliver the homes and services our communities need.
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What is Universal Credit?Universal Credit brings together six benefits and replaces them with a single monthly payment. It is for those who are either out of work or in work and on a low income.
Universal Credit will replace:
• Income-based Job Seeker’s Allowance
• Income-related Employment and Support Allowance
• Income Support
• Working Tax Credit
• Child Tax Credit
• Housing Benefit
Any benefits you receive which are not in the list above will continue to be paid separately – for example Child Benefit, Carer’s Allowance and the Personal Independence Payment.
What will Universal Credit mean to me?There are some important differences between Universal Credit and the benefits you might have previously received.
Universal Credit
• Must be claimed online
• Is paid monthly
• Includes housing costs – you are responsible for making rent payments to your landlord
Tell us straight away if you are claiming Universal Credit so that we can help you to avoid rent arrears.
Universal Credit paymentsUniversal Credit is paid once per month. You will be given a payment date and will receive your payment on the same date each month.
If you receive financial help to pay your rent, this will be included in your Universal Credit payment. This is called the Housing Costs Element. There will no longer be a separate Housing Benefit payment which means that you will pay your rent directly to us as your landlord.
Your Housing Costs Element might not cover your full rent. If this is the case, you will need to top-up the payment from your personal allowance. If you have arrears, these will also need to be paid
from your personal allowance.
Your first Universal Credit payment
From your date of claim it may be 5-6 weeks
before you receive your first payment. If you will find it difficult to manage during these weeks you can ask the DWP for an advance payment. Advance payments are deducted from
future Universal Credit payments.
Paying your rentThe easiest and most convenient way to pay your rent is to set up a direct debit or standing order. These methods will help you to avoid getting into rent arrears through missed or late payments.
You can set up a direct debit or standing order very quickly by calling our Customer Services team on 01785 312000 or email us to request a call [email protected]
Always make rent your top priority. If you don’t pay your rent in full and on time, you risk losing your home.
Universal credit: what you need to know
If you are having difficulties paying your rent, are concerned about debt or are worried about losing your home, please talk to us – there may be ways we can help. Call us on 01785 312000.
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We have been working hard to build a better website for our customers.
The new website will be launching in the next few weeks and you will notice some BIG differences. Showcasing the familiar SSHA colours of burgundy and
grey, the website is easy to use and even easier to navigate.
We have tried to make it quicker and simpler for you to find information that you need. We will be adding to the site soon, so check back for updates and if there is a feature which you would find useful, get in touch to let us know.
To tell us what you think about the new site or suggest further improvements, contact [email protected]
Look out for the new SSHA website – coming soon!
Blocked sinks, toilets and baths are some of the most unpleasant problems around the home. They can also lead to some big bills.
Clearing blockages isn’t one of our responsibilities as your landlord, although we can carry out this service as one of our chargeable repairs.
Fortunately, there are some simple things you can do, to beat the block yourself.
1. Think before you pour (or flush).According to the Consumer Council of Water, the biggest pain in the drain comes from fats, oils and grease being poured down the sink and things like wet wipes, tissues and nappies being flushed down the loo.
Those aren’t the strangest things that make their way into the sewers though. Severn Trent Water reported that they had removed a piranha fish, a Muppets slipper and hundreds of tennis balls from local systems. Another water company traced the source of a blockage to an artificial leg.
Being careful about what you pour down the sink or flush away is the best way to stop blockages building up. Keep a fat trap or container in the kitchen to collect waste fats, oils and grease. Let small amounts of fat cool before scraping into a bag and binning it. Visit www.lessmess.co.uk for lots of information about fat traps or order by calling Severn Trent on 01271 864004.
2. Make drain cleaning part of your weekly routineYou can find drain cleaner in the household aisles of any supermarket.
To clear slow-running drains and help to prevent blockages forming, use these products regularly as part of your normal cleaning.
Blitz blocked sinks, toilets and baths and beat those big bills!
Fair Landlord:
We can clear blockages for you as a chargeable service. You can book and pay for this service by calling Customer Services on 01785 312000.
FairLandlord
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SSHA will again be partnering with the Community Council of Staffordshire to run the Best Kept Village competition 2017.
The competition has a proud tradition in Staffordshire, having taken place in each of the last 60 years.
Neighbourhoods director Jan Goode explained why the association is proud to support the competition:
“The Best Kept Village competition isn’t about rewarding the prettiest village, it’s about building communities. Whole neighbourhoods work towards a common goal and it is an opportunity for people of all ages to bring about improvements in their village. We think that the contest is a brilliant way to support people who focus on making a difference in their local environment.
South Staffordshire is a largely rural area and many of our customers live in villages which take part in the competition each year. We are very
supportive of the contest because it brings people together across those communities and helps them to be proud of where they live.”
This year between 50 and 60 villages are expected to take part in the competition, with 70 volunteers helping to judge the villages. Entrants are divided into five areas, with a trophy and prize up for grabs in each location.
We are very supportive of the contest because it brings people together across those communities and helps them to be proud of where they live Neighbourhoods Director, Jan Goode
SSHA backs Best Kept Village competition As we grow older, none of us want to
lose our independence. We want to live in familiar surroundings, catch up with friends and family and get more out of life.Sometimes, all we need is a little help. If your home is becoming a bit big to manage, if you’re struggling with the garden or maybe your family are starting to worry about you, get in touch. We can help. Ask us about our retirement living communities. These are set in towns and villages throughout South Staffordshire, so there is probably one on your doorstep. Move in and you’ll still have the key to your own front door. Your home is yours, to furnish and decorate exactly as you like. The difference is that you can leave your worries behind. Choose the security of a safe, accessible environment. Relax, your home is easy to manage and the shared social spaces and gardens are looked after for you to enjoy. Meet new people and have more time to spend with old friends. Properties are available to rent or, in some cases, buy through shared ownership.
As well as offering retirement living options, we can also provide you with personal care and support in your home. Care Plus deliver packages of care that are as individual as our customers and rated as Good by the Care Quality Commission. Care Plus domiciliary carers receive customer satisfaction ratings which are exceptional in the sector. In 2016, 100 per cent of service users surveyed described their carers as good or very good. An impressive 99 per cent of customers said they were very happy with the service and most importantly, 100 per cent said that carers treated them with dignity.Care is provided to residents of our retirement living communities and to people living in neighbourhoods surrounding those developments. Flexible care and support adapts to meet your changing needs and you can also ask for short-term care to help you when you come out of hospital or through a particularly difficult period.
Care in your own homeHelping you live independently with care and support
For information about availability in our retirement living communities call 01785 312292.
For a chat about care and support to help you enjoy your independence, call 01785 312102.
Edward Dickinson, one of the residents of the award-winning retirement living community, Pencric
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Your opportunity to work for Care Plus
Domiciliary Care Workers: Essington, Cannock, Great Wyrley, Perton and
surrounding areasCare Plus is a leading housing and support services provider in South Staffordshire.
Our care and support services enable people to remain active and independent, in their own homes.
We are currently looking to grow our team by recruiting more domiciliary carers.
The roleDelivering high standard services that support people to live independently, in their own home. Working with other members of the Care Plus team you will provide a high quality and effective service which demonstrates value for money.
Experience and qualificationsA good understanding of the needs of older people and a desire to make a difference.Commitment to undertake mandatory and enhanced/specialist training.Driving Licence and transport – desirable.
A great place to workWe may expect a lot from our people, but we give plenty in return too. Work with us and you can expect a generous employment package including:
• 30 days’ holiday each year, including bank holidays (pro-rata for part-time staff)
• Free uniform• Contributory pension scheme• Supportive appraisal and development scheme• Recognition of your status as a care professional• Chance to work in a growing organisation, with
plenty of career development opportunities.• Excellent training opportunities.
Apply online at networxrecruitment.com/Jobs/Advert/395296Or call Angie Mason, domiciliary care manager, on 01785 3122142.
We often receive calls from customers who have locked themselves out of their homes.
We completely understand how upsetting this can be. We’ve all had that sinking feeling when we arrive home and can’t find our key. We are sympathetic to anyone in the same situation.
We can’t, though, offer a free locksmith service. This would be hugely expensive to provide and doesn’t meet our Fair Landlord requirement to invest the income received from rent payments in ways that benefit the majority of customers.
So, what should you do when you can’t find your key? We asked Customer Services manager Sam Higgs for her advice.
“Think about whether there is anyone who could hold a spare key for you. You’re looking for someone you trust and who lives nearby for you to call in an emergency. Don’t put it off, if you can think of the perfect person, have a chat to them today and make sure you know where to find the spare key if you need it.
“Calling out a locksmith to your home can be really expensive, even more so if it is an out-of-hours emergency. You will normally need to pay in advance, before their visit.”
For customers who want the reassurance of dealing with people they know, SSHA can provide this service at a competitive cost, during office hours. We charge £50 to gain access and replace the lock on a timber door and £70 for composite doors. Payment in full is required to confirm the request.
What to do when you are locked out of your home
Fair Landlord:
Sam Higgs, Customer Services manager
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Each year we fundraise for great causes chosen by our employees. Since 1997 our staff have raised more than £20,000 for local and national charities including Cancer Research, Compton Hospice in Wolverhampton, Midlands Air Ambulance and the Carers’ Association of South Staffordshire.
We’ve kept the pennies rolling in through bake sales, sponsored runs, dress-down days and more. Generous customers have contributed, too,
donating to collection boxes when you have visited our offices.
In 2016 we supported Lupus UK and the Foetal Medical Unit at Birmingham Women’s Hospital. We were delighted to welcome both charities to our head office at Acton Gate, where we presented cheques totalling £1653.14.
This year our Employees of the Year have chosen Macmillan Cancer Support, Sands and the Multiple Sclerosis Society as the focus of our giving. Colleagues in Staffordshire and Shropshire will be fundraising in support of these charities throughout our new Group.
Fundraising for a great cause
Front row: Yvonne Norton, vice chair, Lupus UK, Paul Green, Housing Plus Group employee of the year. Back row: Peter Norton, treasurer, Lupus UK, Sarah Boden, chief executive, Housing Plus Group, Eileen Rock, fund raising manager, Birmingham Women’s Hospital
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Excitement is building around our newest retirement living community, River View. Building work is progressing on the Penkridge development and our show apartment will open in the summer.
We have already received a high level of interest in the development. A lot of that is because of its beautiful location in meadows running down to the banks of the river Penk, a short stroll away from all the facilities of the busy village centre.
Apartments at River View are being built for both affordable rent and shared ownership. For more details about how you could purchase one of the River View apartments by shared ownership contact Gail Beddow by email [email protected] or call Gail on 01785 312213. For information about how to rent a home at River View contact Debbie Brownlie by email [email protected] or call Debbie on 01785 312223.
Setting sail at River View
Artist’s impression of the new River View development
Penkridge
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South Staffordshire Housing Association is celebrating after being awarded a £120,000 grant to help tackle poverty and unemployment in the area.
Across the two districts of Stafford and South Staffordshire a total of £2.3m has been awarded by the Building Better Opportunities programme through a bid led by Business Enterprise Support.
Building Better Opportunities is funded by the Big Lottery Fund and European Social Fund (ESF) and invests in local projects across England to tackle the root causes of unemployment, promote social inclusion and drive local jobs and growth.
Jan Goode from SSHA said “We are absolutely delighted to have secured funding to help local people who find it difficult to move into employment.
Research shows that the districts of Stafford and South Staffordshire have 15 per cent of the total Jobseekers’ Allowance claimants and 13 per cent of incapacity benefits for the whole of the county. This project will have a big impact on jobseekers in this area.”
The three-year project will focus on key groups who face particular problems in finding suitable employment:
• People aged over 50
• People with a long term health condition or disability
• Those with low skills or qualifications
• People from an ethnic minority group
• Single parents
• People living in areas of low employment demand
• Those who experience more than one of the following: homelessness, substance misuse, a history of offending or mental ill health.
Support will be provided to help people boost their skills in key areas including numeracy, IT and communication, self-confidence, CV writing, money management and work experience. A one-to-one advocate worker will help people achieve their employment potential.
Staffordshire Police is warning van drivers that there has been a high increase in the number of thefts from work vans across the county, including South Staffordshire. If you are a van owner or you know a neighbour, friend or workmate who owns a van please make them aware of this advice.
With most drivers keeping their equipment in their vans overnight there are enticing opportunities for thieves to steal valuable tools. Park vans close to walls or other vehicles to prevent access to the rear doors where possible. Emptying your van every night improves the chance of you keeping your equipment. Keep your tools in boxes that can be easily
moved and pop them in a garage, outbuilding or even your home if you have room.
Upgrade your security by having additional security door locks fitted and a safe box secured within the vehicle. Fit a PIR alarm that calls you on your mobile phone when activated – these are intended for sheds but they work just as well in a van. Register serial numbers of your property on www.immobilise.com this is a
completely free service. Please visit the website for more information.
Make your tools harder for a thief to sell on. Visibly mark
them with your postcode using an engraving or chemical etching kit. Blob
some paint such as bright pink on the tools as this will
make them almost impossible to sell on. You could also consider using a DNA product such as CRE Mark, Selecta DNA or Smart Water.
If you are offered tools for sale in suspicious circumstances, think about the person who has lost his potential earnings. Report the incident to the police. Cheap tools are probably someone else’s livelihood.
Thefts from vans increases
Please email your name and address to [email protected] if you would like to receive a sticker (free of charge) for your vehicle that says‘ON THE ADVICE OF THE POLICE I HAVE REMOVED ALL VALUABLES FROM THIS VEHICLE’
Grant boost for South Staffordshire job-seekers
For help finding your next job or volunteering opportunity visit the Work Clubs. Find out where your nearest Work Club meets at http://www.southstaffsworkcafes.co.uk/Jobs/work-clubs/12
Customer involvement and engagementAs we told you in the previous issue of News Extra, we are changing the way that we obtain the views and listen to the opinions of our customers.
As part of the new Housing Plus Group, we are creating some central channels to make it even easier for customers to help shape the services we provide. These forums help you to share your views, so that we can learn from your experiences and improve the way that we work.
We want to ensure that we hear the views of customers and potential customers about our services and give a wide range of people the opportunity to scrutinise and influence the way that we operate.
The progress we have made…We have been hard at work developing these channels and want to thank all the customers who have been involved in this really important process.
Three panels will concentrate on key parts of our service:
• Scrutiny panel
• Customer communications panel
• Customer complaints and compliments panel
Along with these customer-led panels, we will also be carrying out projects to ensure that your voice is heard:
• Telephone, online and postal surveys after we have provided you with a particular service
• Independent satisfaction surveys benchmarking us with similar housing providers nationwide.
• A new annual event bringing together involved customers, board members, our directors and colleagues helping us plan and budget for the year ahead
Underpinning all our involvement and engagement work will be the central Fair Landlord principle of delivering value for money in all that we do.
In the next issue of News Extra we will be letting you know how YOU can make a difference to the way that homes and services are provided in your neighbourhood. Before then, for further information or to get involved with the customer panels, contact Richard Davis [email protected]
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We set out a series of clear commitments about our services. That accountability to customers is an important part of what makes us different as a social landlord.
We said that we would answer 60% of calls to our Customer Services centre within 30 seconds. That was an ambitious target because we also committed to our advisors providing high quality advice. We take the time to resolve queries on your first call, instead of asking you to call back or wait for someone else in the organisation to contact you.
So how did we do?
Our commitment was to answer 60% of calls within 30 seconds. In fact, we’re providing an even better service. A fantastic 76% of your calls are currently answered within 30 seconds. We aim to maintain that great service this year.
In the next few months we will be introducing some changes in the way
that our team operates. As you know, we have been working alongside the team in Severnside, to share knowledge and expertise across the new Group. We will soon start working together to provide a consistently high quality service to customers, wherever they live.
great performance by your Customer Services team
To contact Customer Services call 01785 312000 or email [email protected]
At your service:
Fly-tipping is on the increase nationally and we are seeing a spate of incidents here in South Staffordshire.
We are responsible for removing rubbish dumped on car parks and communal land. The cost of clearing up this mess is rising, impacting on our customers because it reduces the amount that we can invest in home improvements and services.
Help us to look after our communal areas and make sure that more of the rent that you pay goes straight into homes and services for our community.
Look out – if you see suspicious activity in these areas, report it. Make a note of vehicle registration numbers if possible, so that illegal fly tippers can be traced.
Wise up – get all the latest information on the recycling options in our area from the South Staffordshire Council website here: www.sstaffs.gov.uk/bins-recycling/index.cfm
Remember, fly-tipping is a criminal offence. If it is committed by an SSHA tenant, then it is a breach of the tenancy conditions, too.
The council will dispose of bulky household items like fridges and furniture for you. You can dispose of up to three items for £30 and they will be collected from your home within seven days.
Fly-tipping menace increases
Sam Higgs, Customer Services manager, with the Customer Services team
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Your local directory - All you need in one place.www.southstaffordshire.thegoodlife.uk.net
01902 696141
PARTNERSHIPS
Connecting Communities
Leading an active life and finding things to do in your local area couldn’t be simpler than through the Good Life website. It’s your local directory with everything you need, in one place.
The site is packed with information about community groups, venues, activities and lots more.
There are plenty of opportunities in our local area, whatever your age. So why not have a look around the site and start living the Good Life today?
Take a look at www.southstaffordshire.thegoodlife.uk.net
If you don’t have access to the internet, or know someone else who doesn’t, you can find out about the activities in your area by calling the Good Life team on 01902 696141.
News in brief...
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Acton Court, Acton Gate, Staffordshire ST18 9APCustomer Services t: 01785 312000e: [email protected] www.ssha.co.uk
• General property repairs, rent payment, debt advice and fault reporting SSHA Customer Services 01785 312000
• Gas repairs and services 0333 240 8803
(Robert Heath Heating) • Gas leaks
0800 111 999 (National Gas Emergency Service)• Health and sickness help and
advice 111 (NHS Direct)
• Police 101 (non-emergency)
• Refuse collection 01902 696203
(South Staffordshire Council) • Street lighting
0300 111 8000 (South Staffordshire Council)
• Street cleaning 01902 696316
(South Staffordshire Council)
• Personal concerns, worries and troubles
08457 90 90 90 (Samaritans)
Useful telephone numbers:This newsletter is also available in:
For more information call Customer Services
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In this issue of News Extra we are focussing on a part of your tenancy that we are often asked about.
The following advice applies to you if you rent one of our general needs houses or apartments. If you live in one of our retirement living communities, different conditions apply and you can get all the information you need from your retirement living officer or housing and wellbeing manager.
Our starting point in the tenancy agreement is that customers can keep pets but not livestock. So you can share your home with a dog or cat but not a pig (and yes, we have had cases where pigs have had to be removed from homes…)
Some of our customers keep hens, ducks or geese in their gardens. This isn’t a problem unless they become a nuisance to your neighbours – you will need to maintain their housing
to reduce the likelihood of vermin, for example and not keep roosters which could disturb people living nearby.
You don’t need to let us know if you are thinking of getting a cat or dog but you must keep your dog on a lead in the local area and ensure that there isn’t any fouling in communal areas or public places. Remember, too, that you are responsible for any damage to your home caused by your pets.
You do need to contact us before creating a pond in your garden, though. In most cases we won’t be able to give permission for ponds. This is because it would need to be filled in again at the end of your tenancy, for the safety of people living in your home in the future.
A link with a local wildlife charity helps SSHA rehome animals which our
customers can’t look after. Recently they stepped-in to rescue a pair of turtles left behind at the end of a tenancy. We are delighted to report that Scampi and Lemon have settled in to their new home.
focus on…PETSYour tenancy:
Check your tenancy agreement for conditions applying to your pet and call customer services on 01785 312000 if you are in any doubt.
