Summer 2014

TVH on TourOur office is coming to you this summer. Find out when and where, plus loads more inside.

Another bumper edition for our special TVH on Tour issue! Find out where our mobile office is going to be this summer, but if you can’t make it to see us, check out the rest of the mag for advice on downsizing and dealing with anti social behaviour, as well as the latest on your new repairs contractor, online services and community investment projects.

P.11Downsizing – what’s it actually like moving to a smaller property and how does the process work? Resident Carolyn tells her story.

P.12TVH on Tour – bringing us to you! Find out when and where our mobile office is going to be this summer.

P.9Residents have been going green and saving money at home, all while doing good for the planet. Want to join them and compete for an amazing prize by saving the most energy this year?

P.4The latest on your new online services, and how to help shape them.

P.14It’s the summer – windows are open, children are playing, and things can get a bit noisier. How should you approach a neighbour to sort out any issues?

P.6Want to write for OurSpace and get paid for it? Turn to p.6 to find out how.

WELCOME TO OURSPACE, SUMMER 2014!W

ELCO

ME OUR SERVICES

AN AFTERNOON WITH By Tony Elsom, Resident Auditor

I meet up with Frazer in Twickenham, where he

has a 12pm – 2pm appointment. On the way to meet him, I’ve been thinking about how the resident knows when someone will arrive and what happens if the operative is running late. I’m curious about this, so once we’ve said hello, I jump straight in and ask.

Frazer explains that when he’s on his way to an appointment, the resident gets a text or a phone call. He explains that the two hour time slots give him leeway if the job takes longer than expected but also means the resident doesn’t have to stay in all morning or all afternoon. If he isn’t going to be in time for

an appointment, he will always phone the resident and if the resident can’t see him later, Frazer explains, ‘I will make as many phone calls as possible to make sure everyone is happy with the situation.’ Thanks to mobile technology he can usually get a new appointment in place right away.

I go to look at what Frazer is repairing. It’s a section of wall in a cupboard under the stairs that has become dented. Frazer has removed that section of wall and is replacing it with a new piece. I’m impressed by how neatly cut the replacement section is and I notice Frazer has a sheet down in the hall although he is working in the cupboard. ‘Well, you want to leave someone else’s house looking as you’d like your house left’, he explains.

Frazer’s next appointment is at a block of flats, also in Twickenham. This time Frazer is no longer using his joinery skills, but using his locksmiths’ knowledge as a resident’s patio doors aren’t locking properly. Frazer notices one of the locks isn’t attached correctly and thinks that might be the problem. However he checks all the other parts of the locking mechanism to make sure there are no other problems.

I’m curious about how long the working day is, and how the out-of-hours emergency service is organised, so while he’s fixing the lock he answers my questions. Although we joined Frazer for his afternoon appointments, he’s been working

since 8am and will finish around 6pm, which are the hours he works on Monday to Friday. The emergency cover over night and at weekends is rota’d and staff are on call for a week at a time.

It’s time for me to go home as Frazer completes the job and makes sure the door is working properly. I leave, really impressed by Frazer’s attitude. He comes over as really dedicated to doing a good job and very helpful. He’s a great advert for the new repairs service. I think TVH have made a good choice in partnering up with Axis.

Axis have been providing your repairs service since early June when they took over from Mears.

Tony Elsom, a TVH resident and member of the Resident Auditors panel, spent an afternoon with Frazer Mains, one of Axis’ staff, to find out what his job is like.

Thames Valley Housing Residents’ Magazine2 3

We’d love for you to come and test our new website! We’re looking for residents (from web beginners to experts) to test our site so we can be sure it works for everyone. We’ve been planning what the new online services we provide will look and feel like, but we’ll only know if they’re right and giving you the best service, and make improvements where needed, if you tell us.

To say thanks we’ll give you £30 of Love2Shop vouchers if

you come to a session. These vouchers can be used in high street shops including Boots, Topshop, Iceland and Homebase. We’ll also cover your travel expenses and provide light refreshments.

It won’t be tricky! We’ll ask you some questions about the site and your comments will go straight to the team working on it. They’ll help us learn how to make the site better for you.

The sessions will take place either in our offices in

Twickenham or in central London, depending on which is more convenient for you.

If you’re interested, please tell us a bit more about yourself and when you’d be free to help. Go to http://tvh.io/mytvh-testing and complete the online survey. It’s secure and will only take two minutes to complete, plus the information will only be used for MyTVH testing purposes; we won’t share it with anyone.

THE LATEST ON YOUR ONLINE SERVICES

OUR

NEW

S OUR SERVICES

YOU SAID, WE DIDThe TVH complaints panel plays an important part in our complaints process. They’re part of a valued group whose input and suggestions make a difference to how we handle your

complaints. Since residents have been a part of the panel, we’ve found there have been less complaints overall. Last year, out of 144 formal complaints only 7 went through to the appeals

panel, meaning we’ve been resolving your complaints quicker.

Here are some of the changes we have made in response to your complaints:

By being part of our complaints panel you’ll get an opportunity to assess stage three formal complaints in detail and make judgements. If you’re interested and would like to get involved, contact Margaret Buchan on 020 8607 0888 or email Margaret_Buchan@tvha.co.uk.

You said: The repairs system wasn’t meeting your requirements and wasn’t fit for your needs.

We did: As you probably already know, our repairs contract with Mears, your service provider for the last eight years, has come to an end and since June we’ve been working with your new repairs contractor, Axis. We’re slowly making changes and improvements, which we hope will improve your service and standards. For more information about Axis please go to www.tvha.co.uk/repairs and visit the ‘Our new repairs contractor’ section.

You said: We weren’t responding to your queries within their set timeframe.

We did: We’ve spoken to the relevant staff and made sure they understand the importance of responding to issues within the correct timeframe, as well as how best to communicate with you. We’ve also given staff members training to make sure that they return your calls and emails on time. We’re making extra effort to keep information on our website and publications up to date.

Thames Valley Housing Residents’ Magazine4 www.tvha.co.uk/ourspace 5

OUR

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Our Resident Inspectors play an important role in helping us keep an eye on cleaning and grounds maintenance standards where they live. It’s a chance for them to help make their neighbourhoods a place in which they’re happy to live and have a direct link to the grounds contractors. On the 26th April 2014 Resident Inspectors from across our sites came together for our annual event. It was a chance for them to share their experiences, have a fun day out and meet new people. Joan Makepeace, Resident Inspector in Reading said it was “a lovely day, meeting contractors, having lunch and helping to look after where we live”.

Some great positives came out of the day. The Resident Inspectors designed their own logo and slogan. The slogan, “Making a Difference” represents the hard work the inspectors put into their roles making their home a better place for them and their neighbours.

Tony from Mulberry Mews enjoys being an inspector and said “I’m involved with all the steps involving improving grounds maintenance, I put my enquiries to TVH and then I can check when and how they are being done. It’s a great process to be a part off.” Many residents worry that by being a Resident Inspector they’ll have to solve all of their neighbours’ issues. Our inspectors are tasked with dealing with the maintenance and grounds requests only and not personal issues.

OUR SERVICES

Become a Resident Inspector

In our previous OurSpace issue, we showed you some of the changes that we made to sites thanks to our Love Where You Live Programme. Why not become a Resident Inspector and help change your homes and love where you live? For more information contact Teri Burvill our Estate Inspection Officer by emailing Teri_Burvill@tvha.co.uk

“A LOVELY DAY, MEETING

CONTRACTORS, HAVING LUNCH

AND HELPING TO LOOK AFTER

WHERE WE LIVE”

Ever wanted to be a journalist or writer? And get paid for it? Well here’s your chance.

We’re giving you the opportunity to write for OurSpace, and get paid for it. We’re offering £150 for any of your articles we publish, and £50 for any cracking ideas for articles that our editorial team go on to produce for you.

YOUR WORDS HERE...

So what are you waiting for? Get in touch with us via OurSpace@tvha.co.uk or 020 8607 0879 and let us know what you want to write about! We can put you in touch with staff or contractors if you want to find out info from them, or organise an interview. We look forward to hearing from you!

RESIDENT ESTATE INSPECTORS: MAKING A DIFFERENCE

Thames Valley Housing Residents’ Magazine www.tvha.co.uk/ourspace6 7

HANWORTH

RICHMOND

WIMBLEDON

TWICKENHAM

MAIDENHEAD

ETON DORNEY

HENLEY ON THAMES

MARLOW

BRENTFORD

SHEPHERD’S BUSH

LAMBETH

POPLAR

BELVEDERE

FELTHAM

WALTON-ON-THAMES

HOUNSLOW

HEATHROW AIRPORT

WINDSOR

STAINES-UPON-THAMES

SURBITON

SLOUGH

OUR

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INVESTING IN SLOUGHEach issue, we’re focussing on a different area that you live in, and letting you know the latest about our community investment work there.

NEW APPROACH TO RESIDENT SCRUTINYOUR NEW

SWe’re working on some very exciting plans for a new resident group. A group that will scrutinise our performance at a high level and will report directly to our Board of Directors. It’s still at the drawing board stage as we work out the format, roles and practicalities. But keep an eye out here and on our Facebook page as we’ll be recruiting over the coming months – with the group to launch before Christmas.

GO GREEN COMPETITION UPDATEWe’ve got 10 households signed up to our Go Green energy saving competition.

They’re competing to see who can save the most energy over the year – so far they’ve received energy monitors so they can track how much electricity they’re using, and they’ll be getting more gadgets and gizmos each month to help them keep their costs down. If you’d like to join them contact Eleanor Morgan on 020 8607 0763 or email eleanor_morgan@tvha.co.uk

Contact Margaret Buchan for more information Margaret_Buchan@tvha.co.uk

Lion’s Den: The Lions Den Project is a way for young people to explore their

business ideas and turn them into reality, presenting their ideas to a panel of experts and pitching for a financial investment of up to £250. The project will run for 10 weeks and comprise of

4 parts. Business, Music, Animation and Film. We also hope to run a number of business support pop up workshops when the project is complete to continue our support with the young people. We’re looking for 40 Slough residents aged 10-21 to get involved, so contact Tessa_Bird@tvha.co.uk for more info.

The Greggs Breakfast Club: We are supporting three schools in Slough near our

larger estates to be provided with fresh bread from their nearest Greggs shop, and a grant to support start-up and on-going costs. Benefits include improved health, nutrition, attendance and punctuality among pupils. This programme was established in 1999 to help primary school children get a nutritious start to their school day.

Green Doctor: The Green Doctor offers home visits and advice on energy, explaining

how to access money for improvements and giving support on other

environmental issues such as recycling, composting and water use. Green Doctors are showing people in key areas around the country how to make their homes more environmentally friendly and cheaper to run.

Thames Valley Housing Residents’ Magazine www.tvha.co.uk/ourspace8 9

WISH YOU

WERE HERE!

OUR MONEY

LIFE STORIES: DOWNSIZINGDownsizing is when you move from your home as it is too large for you, to one that is the right size. Most recently you may have heard about it as a solution to debt caused by the bedroom tax.

Downsizer, Carolyn, tells us her storyCarolyn Cox recently downsized. She worked as a carer for many years until disability stopped her working. Her only income is benefits.

When her daughter moved out of Carolyn’s three bedroom home in Farnborough, Carolyn became eligible to pay the bedroom tax. This meant a 14% loss in her income.

She said, ‘’I worked my money out before the tax started and realised that I couldn’t afford to stay. Downsizing was my only option. I registered on Homeswapper and tried for ages to find someone to swap with.”

Then the bedroom tax kicked in. I was really stressed and worried. Alison Ibrahim, from TVH visited

me and helped me apply for a discretionary housing payment, but the Council would only pay it for six weeks.

TVH told me that if I could find a home to downsize into within six months, they would write off all the debt. They also told me to try Homekey where they put some of their empty properties.

It still took Carolyn the best part of the six months to find a home that was suitable as she needs a downstairs toilet, but one day she saw a two bedroom house in Guildford.

She said, “When I visited it, I fell in love with it immediately, but I didn’t know how I was going to pay for the move and the redecorating”.

TVH called to say they would pay for these costs as a gesture of goodwill and they also arranged for the adaptations I had to be moved.

I had to put in my share of effort, but I couldn’t have done it without the financial support

I received from TVH. They bent over backwards to help me.

John Baldwin, Housing Director, said, “We’ve always supported residents if they want to downsize. It frees up larger homes for families who need them.

We’re happy to give financial support to downsizers in the short term to move, especially those affected by the bedroom tax – it’s actually less expense for us to do that than if a Revenues Officer was having to manage that resident’s arrears, and importantly much less stressful for the resident too.”

Interested in downsizing? Call: 0300 456 2929

More about:

• Homeswapper: www.homeswapper.co.uk

• Homekey: Visit www.tvhhub.co.uk and search ‘homekey’

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www.tvha.co.uk/ourspace10 11

TVH ON TOUR

OUR

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We’re visiting as many neighbourhoods as possible, offering advice and information on housing issues, money, training and employment.

Want to log a repair? You don’t need to call the office, just come and see us on the day. You’ll also have the chance to come and meet all of our contractors,

such as Just Ask who provide your grounds maintenance and Axis who do your repairs.

This summer, we’re bringing the TVH office right to your doorstep.

Here’s the list of where we’ll be and when. See you there!

ghWinslet Place, Reading 06-Aug 2-4pm

Millers Way, Reading 06-Aug 5-7pm

Hitches Lane, Crookham 07-Aug 5-7pm

Tudor & Willow, Fleet 07-Aug 2-5pm

Turing Drive/Hoppervale, Bracknell 11-Aug 5-7pm

Hallmark Close, Sandhurst 11-Aug 2 - 4pm

Kew Riverside (Maple House, Oak House etc), Kew 12-Aug 5-7pm

Airsea Mews, Twickenham 12-Aug 2 -4pm

Dukes Court, Ewell 13-Aug 5-7pm

Whitmore Way, Horley 13-Aug 2-4pm

Hoylake Close, Cippenham 14-Aug 2-4pm

Littlebrook Ave, Slough 14-Aug 5-7pm

Smeaton & Palace Way, Old Woking 18-Aug 5-7pm

Lavender Road, Maybury, Woking 18-Aug 2-4pm

Highgate House, Millgate, Sierra Road, Noble House, High Wycombe 19-Aug 2-4pm

Serpentine, Aylesbury 19-Aug 5-7pm

Greyhound Close, Ash, nr Aldershot 21Aug 2-4pm

Winter Close, Ash, nr Aldershot 21-Aug 5-7pm

Pine Tree Close Regeneration Project and Event 20-Aug 2-4pm

Cameron Lodge, Hounslow 20-Aug 5-7pm

OUR NEWS

Thames Valley Housing Residents’ Magazine www.tvha.co.uk/ourspace12 13

URBAN CLICK IS BACK

SUMMER COLOURING COMPETITIONWant to win £20 of Early Learning Centre vouchers to spend this summer? Colour in the pic opposite as creatively as you can and we’ll send a prize to the best one! Send it back for free to:

OurSpace, Thames Valley Housing Association, Freepost TK1763, 52 London Road, Twickenham, Middx, TW1 3BR

OUR FUN

Anti-social behaviour (ASB) may involve criminal behaviour, but very often, it involves nuisance, such as someone playing loud music or a dog repeatedly barking. During the summer, windows are open and noise often travels further.

If you are experiencing this, it may be that your neighbour doesn’t realise how their behaviour is affecting you. These situations can often be resolved much more quickly and amicably if you talk to your neighbour yourself.

Here are some tips on how to do this effectively and without losing their goodwill:

• Think about what you are going to say: what’s the specific problem; how is it affecting you; what would you like the neighbour to do.

• Remain calm when speaking to them – speak to them as you’d like be spoken to.

• Explain what the problem is (e.g. loud music) and how it is affecting you (e.g. unable to get to sleep).

• Suggest a resolution if one is required.

In many cases this will resolve the situation. If you feel threatened during the conversation, leave the situation quickly and quietly. If you think it is a Police matter, you can ring the Police on 101 or 999 if an emergency.

Support and information about ASBIf it is not an emergency, please leave your details on our Anti-social Behaviour line on 0800 0232 087. we will call you back within 2 days.

You can also find out more by going to: www.tvha.co.uk/customer-services then clicking on “Neighbourhood Problems”.

In an emergency, you should always call 999

OUR

NEW

S HOW TO DEAL WITH ANTI-SOCIAL BEHAVIOUR

Joanne’s story Joanne, who was at home convalescing after an operation, contacted us about noise coming from the flat above. It was the home of a family with energetic young children. Joanne was finding the noise very upsetting and wanted us to take action.

We suggested that Joanne should have a chat with the children’s parents. She did this and both Joanne and her neighbour gained a better understanding of each other’s situation.

There have been no further complaints and – most importantly, they are on good terms with each other.

Last year we had some fantastic entries to our Urban Click photo competition, so this year we’re bringing it back. This is your opportunity to show everyone what you like (or don’t like!) about where you live, and win some awesome prizes at the same time. It’s open to all residents. Here are the categories you can enter:

People and Community: Anything or anyone that represents the spirit of the community you live in.

Culture and Diversity: Festivals, celebrations or a simple gathering of people highlighting culture and diversity where you live.

Nature & Urban Environment: Wildlife, open spaces, parks, shops or buildings that help make your community what it is.

WIN! £10, £20 or £50 Love2Shop vouchers

For more info and an application pack, contact Tessa_Bird@tvha.co.uk, call her on 020 8607 0668 or text her via 07775 580 564

Thames Valley Housing Residents’ Magazine www.tvha.co.uk/ourspace14 15

GENERAL ENQUIRIES For general enquiries, including reporting repairs, please call:

☎ 0300 456 2929

Opening hours - 8 am – 6 pm, Monday to Friday

; info@ tvha.co.uk

; www.tvha.co.uk

EMERGENCY OUT OF HOURS REPAIRS Dial the 0300 number, option 1, to be connected to the emergency out of hours repairs service. If you cannot get through, please use:

☎ 0203 697 1153

BUYING A HOME

☎ 0845 35 12345

Opening hours - 9 am – 5.30 pm, Monday to Friday

TVH WELFARE & BENEFITS HELPLINE

☎ 0800 542 5862 or 020 8607 0577 from a mobile

WRITING TO US?Use our FREEPOST address (no stamp needed)

Thames Valley Housing AssociationFREEPOST TK176352 London RoadTwickenhamMiddxTW1 3BR

VISITING US?Thames Valley Housing Premier House 52 London Road Twickenham TW1 3RP

0300 456 2929

.0300 456 2929

0300 456 2929

Print Management & Creative Services by:

21:12 Print Management & Creative Services Sky Light City Tower, 50 Basinghall Street London, EC2V 5DE

T. +44 (0)20 3757 6700E. george.alexiou@2112comms.com

Got a question or story for OurSpace?

Contact the Editorial Panel at OurSpace@tvha.co.uk or call 020 8607 3878

Contacts

If you would like any TVH information translated into another language, in large print or audio versions, please contact us on 0300 456 2929.

Si vous souhaitez recevoir une quelconque information de TVH dans une autre langue, veuillez nous contacter au 0300 456 2929.

Jeżeli chcieliby Państwo otrzymać dowolne informacje TVH w innym języku, prosimy o kontakt pod numerem telefonu: 0300 456 2929.

Haddii aad jeceshahay in luqad kale lagugu turjumo macluumaadka Thames Valley Housing (TVH), fadlan nagala soo xiriir 0300 456 2929.

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