How to contact us: In person By phone, fax or email We are located in the Charnwood Borough Council Offices on Southfield Road, Loughborough. tel: 01509 634 666 fax: 01509 634518 email: [email protected] Opening hours 8.30am to 5.00pm Monday to Thursday and 8.30am to 4.30pm on Friday. Please note that no tickets to see a Customer Advisor will be issued after 4.45pm (4.15pm on Fridays). The cash office is open from 9.00am to 4.30pm Monday to Thursday and from 9.00am to 4.00pm Friday cnh news Spring 2009 for the residents of Charnwood Neighbourhood Housing By post All letters should be addressed to: Charnwood Neighbourhood Housing Limited PO Box 8749 Council Offices Loughborough LE11 2TN On-line There is an On-line Contact Form where you can send us enquiries, comments, compliments, complaints or suggestions at www.cnh.org.uk Planting the Seeds of Success CNH launches its first Gardening Competition Following on from the success of the daffodil bulb planting across Charnwood last October the Board of CNH is pleased to announce we will be holding our first Gardening Competition this year. Calling ‘budding’ gardeners of all ages, whether you have your own or a shared garden, a window box, a hanging basket or a football field. Whether you like sweet peas or sour grapes it doesn’t matter - you are all invited to take part in the gardening competition. This is your opportunity to take part and make your home and neighbourhood a more beautiful place to live! Please return entry forms to us by no later than June 8th in order for us to organise the judging. Good luck to everyone and remember – ‘Plants mean Prizes’. There are four categories which will be judged: • Individual Garden • Communal or Shared Garden area • Sheltered Court Garden • Window Box or Hanging Basket The winner of each category will receive £100 in Garden Centre Vouchers, with £50 to the Runners-Up. The judging will take place between 15th and 22nd June with the prizes being awarded at the CNH Tenants Conference in July. The prize winners will be announced in the Summer edition of CNH News. The judges will be a panel of CNH Board Members and residents. If you are interested in entering please contact Nick Jones on 01509 634900, email [email protected] or Emily Clarke on 01509 634931 email [email protected]. We will send out an application form and rules of entry for you to complete and return to us. Charnwood Neighbourhood Housing Unlocking a brighter future inside this issue... Charnwood Responsible pet owners page 2 You’re hired! page 3 FREE Swimming page 8 Neighbourhood Housing Unlocking a brighter future You’re hired! Do you have a pet? Are you a responsible pet owner? It is fair to say that the majority of our tenants who own pets are responsible and show consideration to other residents, however, complaints are received involving animals and anti-social behaviour. In order to prevent complaints and show respect for the other residents of the community please follow the simple rules listed below. • Keep dogs on a lead when you leave the property • Pick up any excrement after your dog when it has been to the toilet • Think about whether or not your pet is appropriate for your property size • Ensure pets have regular flea and worming treatments • Don’t leave animals alone for long periods of time as other residents are often disturbed by continuous barking, whining, etc • Don’t leave animals unattended in communal areas • Don’t allow animals to go to the toilet on balcony areas. • Remember that you are responsible for anyone visiting your property with a pet If these simple rules are followed it will prevent a breach of the terms of your tenancy and will lead to a nice environment for the community to live in. HomeSwapper CNH has entered into partnership with HomeSwapper to allow the greatest chance of mobility for the tenants of Charnwood. HomeSwapper’s professional mutual exchange service is the UK’s largest community of tenants actively looking to swap home. Everyday HomeSwapper automatically searches for potential swaps. You can register for HomeSwapper today at www.homeswapper.co.uk. If you do not have access to the internet, you can fill out a paper application at CNH’s offices based at the council offices, Southfields, Loughborough, Leicestershire. Registration for CNH tenants is FREE!! If you register with HomeSwapper, you could receive alerts for potential swaps as often as twice a week. You can look for mutual exchanges both locally and nationally. Look at some of the success’s HomeSwapper has had since its launch in 2007. • Over 130,000 tenants have joined. • HomeSwapper has partnership agreements with over 300 landlords; representing over 25% of social rented stock in the UK. • 77%+ of members are automatically found potential swaps within 24 hours of joining. 2 • On average each swapper receives a total of 37 potential matches. • Over 50,000 tenants of partnering landlords are using HomeSwapper for free. • Since launch, over 4.4 million property searches have been performed on the HomeSwapper website. • To date more than 6,800 households have told us they have swapped by using HomeSwapper A paper copy of the up to date HomeSwapper is available on our Southfields reception. CNH is seeking to recruit two trade apprentices this year to work within the Repairs and Maintenance Service. Steve Wilson, Director of Investment, Repairs & Regeneration said "As an excellent employer, we wish to "grow our own" trades people of the future and we feel that the employment of Apprentices is a great way to ensure we maintain the same quality of staff delivering front line services for many year to come. I started my own career as an Apprentice Plumber, which gave me an excellent introduction to work and I feel that this is a fantastic opportunity for someone willing to learn a trade in a modern and forward thinking organisation that considers its people as its greatest asset." We are shortly going to advertise for 1 Apprentice Plumber and 1 Apprentice Electrician, both of which will be supported by a mentor from within the existing trade team throughout their apprenticeship and will be fully funded to gain an appropriate formal NVQ qualification. We would very much welcome applications from women and minority ethnic groups in particular as both groups are currently underrepresented within the existing workforce. Please call 01509 263258 (24 hour answerphone) for an application pack or visit our web site www.cnh.org.uk for more information. Are you safe? Get your gas appliances safety checked every year Carbon Monoxide kills between 30 – 40 people each year in the UK. The East Midlands is recorded as being one of the areas with the highest number of carbon monoxide fatalities. Because carbon monoxide is invisible and odourless, it is known as the Silent Killer, the old and the very young being most at risk. Carbon monoxide is a killer. It can infiltrate your home through the most apparently harmless devices, like your boiler or cooker. It is impossible to see or smell, yet it is easy to protect yourself and your family from the risks. A few simple steps, including an annual gas safety check could prevent needless deaths or illness as a result of carbon monoxide poisoning. “It’s a very important issue”, explains CNH’s Gas Contract Manager, Shaun Plant. “Every unchecked gas appliance is a serious danger to the tenant, to their family, and to their neighbours.” CNH’s 2009 annual gas servicing programme has commenced and safety check is free of charge to CNH tenants. Don’t put lives at risk. CNH has a legal duty to check the gas appliance in your home annually and you have a responsibility to allow us access. A letter will be sent advising you of an appointment 14 days before the actual date of the planned visit. Please allow PH Jones access to your property. Failure to allow access will lead to a court injunction being issued and a warrant for arrest being issued by the Court. Last year two tenants were committed to prison as a result of not allowing access. There are currently 54 properties that still have not had the annual gas safety checks carried out in the last 12 months. If your home is one of the 54, please contact P H Jones urgently on free phone 0800 587 8099 to arrange a mutually agreeable access date. For general safety advice regarding gas issues further information can be obtained from the Health and Safety Executive’s Gas Safety Advice Line on free phone 0800 300 363 or online to www.hse.gov.uk/gas/ 3 Rothley walkabout The Rothley walkabout took place on the 20th November 2008. It was bitterly cold, but we were very lucky and the rain held off for our stroll around Rothley. The sun even managed to shine on us a little bit! The residents from Greenway close were very well represented by Mrs Barnard and Mr Collins who highlighted problems with access to the village by the residents. Inconsiderate drivers parking cars across pavements and speeding cars are making the trip to the shops a hazardous experience for our elderly residents. There are also problems with drivers parking on double yellow lines and there have been a number of accidents involving pedestrians crossing the road. Councillor Wise and Councillor Osborne agreed that they would take action to try and improve the safety of local residents. We also looked at an empty private property which is falling into disrepair and causing concern to the neighbours. Enquiries found that it was being dealt with by the Private Housing Section of Charnwood Borough Council who are currently in contact with the owners to discuss all the possible options available to them to bring the property back in to use. Otherwise, Rothley is a lovely village and other than a few gardens which need a bit of loving tender care, the village and council housing are all in good order and looking good. Estates walkabouts Estate walkabouts are organised to identify issues on estates ranging from untidy and overgrown gardens to external building problems. They are attended by tenants, officers and other agencies. If you would like to join an estate walkabout, raise any issues if you cannot come along or for further information please contact us on 01509 634666. See list below for future walkabouts: Date Time Area Meeting Place Route Contacts 2nd April 10.00am - 12.30pm Stavely Court and Waterside Waterside Close Car Park Waterside, Stavely Court, Meadow Avenue, and Bottleacre Lane Chris Blackford Senior Housing Officer Tenancy Services 01509 634716 21st May 27th May 10.00am - 12.30pm 10.00am - 12.30pm Birstall Town Centre Meeting on the corner of Wanlip Lane and Lambourne Road, outside shops Lambourne Road, Blenhim Road, Bramley Road, Wanlip Lane, Windmill Avenue, Acadia Avenue, Myrtle Avenue Residents car park on Victoria Street Victoria Street Wendy Playle Housing Assistant Tenancy Services 01509 634981 Efit Karim Housing Officer Tenancy Services 01509 634957 Liam Coulson Housing Assistant Tenancy Services 01509 634958 Claire Westrup Senior Housing Officer Tenancy Services 01509 634953 Keith Henson Housing Assistant Tenancy Services 01509 632541 11th June 10.00am - 12.30pm Ashby Road Estate Meeting outside the entrance to the Hut (Community Building Ashby Road) Old Ashby Road, Val Wilson Court, Hermitage Road, Sharpley Road, New Ashby Road and Schofield Michelle Thomas Senior Housing Officer Tenancy Services 01509 632544 Richard Smith Housing Assistant Tenancy Services 01509 632547 Does your vehicle have current road tax? Please be aware that if you park your vehicle in a resident and visitor’s car park a Statutory off Road Notification (SORN) is not valid and a valid tax disc must be displayed at all times. If a vehicle is identified which displays an expired tax disc a notice will be placed on the vehicle advising that the vehicle must be removed. If the vehicle is not taxed or removed by the owner CNH will arrange for the vehicle to be removed and disposed of. Top 10 energy saving tips 1. Wherever possible, dry your clothes outside. Drying them on a radiator lowers the room temperature, making your boiler work harder, costing you more to heat your home. 2. Turning your central heating thermostat down by 1°C could save you up to 10% on your energy bills. 3. Shop around for your gas and electricity, you may find that there are cheaper suppliers out there. 4. When boiling vegetables use just enough water to keep them covered and always put lids on your pans. 5. Draw your curtains at dusk and tuck them behind the radiator to stop heat escaping and reduce draughts. 6. Don’t waste water by overfilling a bath, taking a shower is even better – you will use less than half the water used when taking a bath. 7. Check the immersion heater or thermostat settings to ensure that water is not too high. For most of us 60°C is ideal. Turning the temperature down is not only safer but you could save money too. 8. Keep windows and internal doors closed to stop heat escaping from the room. 9. Used rolled up blankets or sausage-shaped cushions to keep out draughts under doors and on windowsills. 10. If you have cheaper off peak electricity try running your washing machine during these off peak times. 4 Christmas Hamper Winners The following tenants were winners of the Christmas Hamper Prize Draw, for having a clear rent account by 19 December 2008. This demonstrates that it pays to pay your rent on time! Mr & Mrs Derbyshire, Latimer court, Anstey Mr & Mrs Else, Newton Close, Barrow Mrs & Mrs Lay, Manor Road, Loughborough Mrs Cope, Lacy Court, Shepshed Mr 7 Mrs Checkland, Herrick Road, Woodhouse Eves Two more prizes worth £250 will be offered at the beginning of April 2009 to encourage tenants to pay regularly to have the chance of winning a prize. More information will be sent to tenants nearer the time. Home Contents Insurance Do you have home contents insurance? NO Could you afford to replace all your possessions if the event of a fire, flood or theft? NO Can you afford to pay an additional £0.81 per week on top of your rent to give you up to £9,000 worth of cover? YES Would you like to be included in a prize draw to win £100 in high street gift vouchers. YES If you have matched the answers to the above questions, why not contact the Housing Income Team on 01509 635548 for an insurance proposal form. CNH offers an affordable insurance policy via Aon Insurance, which starts from as little as £0.54 per week for over 60s insuring up to £6,000 worth of cover, or £0.81 per week for working age tenants, insuring up to £9,000 worth of cover. Accidental cover is also available at an extra cost. These charges can be paid along with your weekly rent to ensure you have piece of mind throughout the year. If you are accepted onto the scheme by 1 May 2009 you will be included in the prize draw to win £100 in high street gift vouchers. 5 Cash office closes As a result of falling numbers of customers using the cash office to make payments and the introduction of alternative payment methods, Charnwood Borough Council are to close their Cash Office from 30 April 2009. Customers who have previously used the Cash Office to make payments towards their rent and Council Tax, are being encouraged to pay by Direct Debit or use their Swipe cards to pay their rent and new bar-coded bills to pay their Council Tax. Swipe cards can be used at any outlet displaying the Paypoint or Payzone sign and all Post Offices through out the UK. If you would like to switch your payment method to Direct Debit or Swipe card, please contact the Housing Income Team free from any landline on 0800 6335548. The cheapest and easiest way to pay your rent!! Everything costs money even paying your rent. CNH’s Housing Income Team has recently analysed the costs incurred for the most popular methods of payment by our customers. We currently offer payment methods of: • Direct Debit • Swipe cards • The cash office • Standing orders • Telephone payments • Internet payments • Postal payments The three most popular payment methods are Direct Debits, Swipe cards and the cash office. We found for every payment made had the following cost to CNH: • Direct Debit cost £0.03p • Swipe Card payments cost £1.00 • Cash office payments costs £1.34 This shows that if more customers pay their rent using direct debits or with their swipe cards, there will be more money to spend on improving our service to you. Customers who pay by Direct Debit are able to choose from the 5th, 15th or 25th of each month to pay their rent. We will also be introducing an option to pay rent by weekly Direct Debit from Summer 2009. If you would like to pay your rent using a Direct Debit, please contact the Housing Income Team, free from any landline on 0800 6335548 or download the mandate from our website: www.cnh.org.uk/uploads/directdebitform.pdf Annual Rent increase from April 2009 The annual rent increase will take effect from 13 April 2009 following the first non-collection week of the year. Tenants are reminded to make the necessary adjustments to weekly, fortnightly or monthly rent payments. Customers who make payments by Standing Order must forward the new standing orders sent by CNH, to their banks to ensure they are set up for payment. Direct Debits will be automatically updated and the correct amount will be requested from accounts on your normal payment date. All customers will shortly receive a letter outlining full details of the rent increase. An Xmas Thank you to the TRG During the countdown to the break last year CNH provided a Christmas dinner at the Town Hall for members of the Tenant Representatives Group (TRG), the Board of Directors and all tenants and leaseholders involved in improving the services and homes we provide. The dinner was just a small way of CNH saying thank you for all the time, support and commitment given by tenants and Board members in helping us in our aim to achieve a two star standard and to deliver the best service possible. The dinner was a huge success and the raffle afterwards helped raise around £100 which went towards CNH’s overall donation for the Leicestershire Rainbows appeal. Ian Saville, Chief Executive said ‘We know how valuable our tenants and board members time is and this dinner is hopefully a way of recognising it. It is also a fantastic opportunity for Officers, Residents and Board Members to get together, put names to faces and, of course, enjoy themselves.” Cheque for Childrens’ Hospice Zoe Wortley, Chair of CNH’s Board and Ian Saville, Chief Executive started 2009 by presenting a cheque for £1540.59 to the Rainbows Childrens’ Hospice in Loughborough. The presentation took place at the Hospice on Friday 13 February 2009. The money was raised through a number of charity events throughout 2008 organised by staff at CNH’s Limehurst Depot including weekly bonus ball draws, dress down day and numerous raffles. Further funds were raised at a raffle and auction at CNH’s staff Christmas Party. Raffle prizes were kindly donated by CNH staff, key partners, P H Jones and FHM and other suppliers and sub-contractors. A signed Leicester City football shirt was offered as the star auction prize and eventually sold for £110 to the most enthusiastic and generous bidder of the evening, CNH’s Plumbing Repairs Team Leader, Andy Brown. Pictured left to right: Ian Saville, Zoe Wortley and Kate Golding - Corporate Fundraiser, Rainbows Childrens’ Hospice. Zoe Wortley said “I am delighted that CNH has been able to support Rainbows Childrens’ Hospice. Rainbows undertakes tremendous work to meeting the needs of the children and young people from the East Midlands who are affected by lifelimiting conditions. Thank you to everyone who have supported the events so generously, and a special thank you to Jill Mayes and Alan Pickering from CNH’s Limehurst depot for their huge efforts organising the events throughout the year.” Do it yourself! In January, we piloted a Do It Yourself training course with some tenant volunteers. The course covered things such as replacing a door handle, wallpapering and painting and basic Health and Safety. Diane Lockwood, a tenant from Loughborough, who attended the training course, said “I found it really useful. The course was really friendly and informal and I learnt lots of new tips that I’d now have the confidence to go and try.” Glenn Cockle, Housing Maintenance Manager said “We wanted to be able to provide our tenants with some basic, practical skills to help them do the small jobs in their homes that are their responsibility. We are pleased that the course went well and have used the feedback from the tenants who attend to develop a programme of further courses for other tenants.” Decorating workshops Tuesday 12 May, 9.30 am – 4.00 pm Wednesday 8 July, 9.30 am – 4.00 pm Thursday 8 October, 9.30 am – 4.00 pm Thursday 18 February 2010, 9.30 am - 4.00pm The courses are free and if any tenant is interested in attending any of the courses please contact the Tenant Participation Team on 01509 634931. Places are limited and will be given on a first come, first served basis. CNH has now arranged some more training dates. These are: DIY Workshops Thursday 23 April, 9.30am – 1.00 pm Tuesday 23 June, 1.00pm – 4.00 pm Wednesday 9 September, 9.30 am – 1.00 pm Tuesday 19 January 2010, 9.30 am – 1.00 pm Pictured left to right: Tenant Ann Watkinson, Lorraine Brundle and CNH’s Simon Wardle. 6 7 FREE swimming for elderly and young A NEW scheme to offer free swimming for elderly and young people at Charnwood Borough Council-owned pools has been backed by one of the world’s best longdistance swimmers. Dr Julie Bradshaw MBE (pictured right) is encouraging as many people as possible to take advantage of the initiative when it is launched at the beginning of April. The Council has successfully bid for a share of Government cash to allow people aged 60 and over and 16 and under to use the Authority’s swimming facilities without paying. It will be available at Loughborough Leisure Centre, Soar Valley Leisure Centre and the South Charnwood Swimming Pool. Julie, who is known as Madfish and trains at Loughborough Leisure Centre, has been swimming since the age of six and currently holds 17 world records. She is in the Guinness Book of Records for completing the faster-ever swim of the English Channel using only the butterfly stroke - recording a time of 14 hours and eight minutes in August 2002. Julie, who trains for up to 14 hours a week, said: “It’s a very good idea to offer free swimming and I hope this offer will encourage people to take it up. “You will gain the full benefits, even if you swim for just 20 minutes. It helps keep the body Silver service and mind fit and healthy and it’s also an exercise that’s good for mobility. “Swimming gives people a focus and it can be a fun and sociable activity. “The incentive is there now to go and do it and enjoy the benefits from it.” Cllr Peter Lewis, Charnwood’s Cabinet member for Leisure, said: “It’s so important we ensure that the people we live with maintain a sense of well-being physically and mentally and swimming is one sure way to achieve that. “If you’re over 60, water offers you the freedom to take the burden off your limbs and feel incredibly young and fit. “If you’re under 16, then leap into clear bright water to simply ‘play’ - and then hopefully develop swimming skills. “We have splendid Leisure Centres and swimming pools here around Charnwood - I would urge both young and old to make the most of them.” To find out more, log on to: www.charnwood.gov.uk/ leisure For further details about Julie, log on to: www.getset4 success.co.uk. Santa comes to the Senior Citizens Forum Christmas Party The peace and quiet of Wednesday afternoon Shepshed was disturbed by the celebrations of the Senior Citizens Forum Christmas Party at Beresford Court on Wednesday 17th December! 25 members of the forum from nearly all of CNH’s sheltered courts across Charnwood met for sherry and mince pies, some carols and of course a visit from CNH’s very own Santa…… The carols were sung by 30 members of the ‘Winnie’s Wonders’ choir from Saint Winefride’s Primary School in Shepshed. ‘It was wonderful to hear the choir, even those amongst us with hearing difficulties enjoyed it!’ a member of the forum said. ‘The Senior Citizens Forum’ is the group that represents all fifteen of Charnwood 8 Neighbourhood Housing’s Sheltered Courts. The forum was formed a year ago and has around 30 members meeting every three months with senior officers and Directors from CNH to discuss and debate the services provided to our Senior Citizens and the Courts. ‘The Forum is one of the liveliest and well attended forums we have.’ Lesley Kiayias, Warden Services Manager said ‘It is a great opportunity not just for consultation and the sharing of information but also for residents representing their courts to let us know their thoughts and concerns. It is the voice of our Senior Citizens’ Many thanks to CNH’s Repair Team Leader, Graham Duckworth for being Santa’s little helper for the day!! CNH has recently secured a new 4 year lease contract for the supply of vehicles to be used to deliver the Repair and Maintenance Service to our tenants. To guarantee we got the best value we used “Procurement for Housing” (PFH), a nationwide organisation which has a national framework contract in place to ensure the best possible cost savings can be achieved. This new deal has saved CNH over £100k to invest into frontline service for customers. The company chosen to supply CNH with the new vehicles was Automotive Leasing, one of the UK's leading providers in the housing sector. The lease arrangement covers all aspects of vehicle maintenance and breakdown at no additional cost. To ensure they are easily recognisable, our new vans will be silver and will have new livery as chosen by the Tenants Representative Group. The new fleet will be diesel engines offering us 10% fuel economy savings, and due to improved performance and fuel economy reduced fuel emissions. To further enhance the Repairs service and to further complement Opti-time” work scheduling system, we have decided to fit “Tracker” Vehicle Satellite tracking across the fleet. This will assist greatly in despatching operatives to emergency repairs quicker than ever before and will also help us to ensure we always know the location of our staff. This will help CNH ensure we address “Lone Worker” concerns that a becoming more prevalent. In addition to the improved safety of the workforce and more speedy response to repairs, the introduction of “Tracker” will also provide an excellent management tool that will assist us to monitor speed, driving styles, time recording, and inappropriate journeys. Don’t forget the number to call for a one stop shop for your repair service is 01509 634666. Charnwood Neighbourhood Housing says ‘No to Knives’ On 23 February, CNH was successful in gaining a 28 day custodial sentence against a tenant from the Shelthorpe area for serious Anti Social Behaviour. The tenant, who was found in possession of three large kitchen knives, was arrested by Shelthorpe Beat Officer Glen Reid in the early hours of Saturday 21 February. The tenant was charged with breaching a County Court Injunction which had been sought by CNH and granted at the beginning of February due to a previous incident of threatening behaviour with an offensive weapon. Officers from CNH, Charnwood Borough Council, and the Police attended court where the tenant was committed to custody and the previous injunction order was amended to exclude him from the Shelthorpe area. CNH Director of Housing Operations Isobel Rickard said, “CNH and our partners will work swiftly where there is evidence of serious anti social behaviour. Our residents have the right to live in decent, safe neighbourhoods free from the fear of nuisance, harassment and crime”. neighbourhoods. Expect to see a lot more of them in the future”. ASB co-ordinator for the Borough of Charnwood, Wendy Brown, who attended the court hearing said “The fast multi agency response delivered in this case provides a powerful example of how agencies can work together to effect positive change in local communities. We take a staged approach when dealing with complaints of anti-social behaviour. Between October and the end of December 2008, CNH entered into 6 Acceptable Behaviour Contracts with those causing anti-social behaviour, referred 4 complainants to a mediation service, gained one injunction and served one eviction notice. If you are experiencing anti-social behaviour, please contact the CNH Tenancy Services Team on 01509 634666. You do not have to give us your name although action is more effective if you do. Citizen Focus Sergeant Paul Kear said “civil injunctions are powerful and far-reaching tools designed to protect 9 Spotlight on our Resident Board Members Following a challenging first year in business, our longest serving tenant and leaseholder Board members reflect on their experience so far. Marie Hannabuss Marie Hannabuss is a Tenant Board Member. Marie is a skilled multi-tasker and is actively involved in voluntary and community work and is an advisor for Pregnancy Crisis. She is a member of the Ashby Road Estates Community Association and helps at Church and the Boothwood School PTA. Marie also runs two toddler groups in the local area Helen Isaac Helen Isaac is our Leaseholder Board Member. Having worked in Consultancy and Human Resources for Central Government, Helen has a strong interest in the 'people' side of the business, customer services and communications within the new organisation. She has been active in the tenant participation movement in Loughborough. Ann Watkinson Ann Watkinson is a Tenant Board Member. She is a former company director. Ann is active in the community and Chair of Shelthorpe Community Association. She runs a Drop In Centre situated at The Hunters Moon public house for the residents of Shelthorpe. Ann is also a member of CNH’s Tenants Representative Group. 10 You’ve all been Board members since CNH went live in December 2007 and you were founder member of the Shadow Board during the set up of the company. What have you enjoyed the most? Marie: I’ve actually enjoyed everything! Most of all, being positively involved and seeing how things have changed for the better. I’ve also met lots of new people and learned new skills. Helen: I have enjoyed meeting and working with new people and great development opportunity that being a Board member brings. Ann: I have enjoyed being part of a team and helping to make decisions on behalf of tenants. What have you found most challenging about being a Board member? Marie: For me, learning all the new Housing and Finance terms and acronymns has been a challenge but it soon comes naturally! I’ve enjoyed learning how the Board functions and how my role as Deputy Chair contributes. Helen: My biggest challenge is the mountain of reports and papers to read and digest before meetings, particularly in the early stages, and trying to fill in the gaps in my knowledge. What have you learned from your experience as a Board member? Marie: Don’t be afraid to ask questions. Board members are there to challenge and should make sure they have all the information they need when making important decisions. I think it’s important to be a team player and not just to be an onlooker. Most of all, I’ve learned that being a Board member is a worthwhile role as we really can make a difference. Helen: I have learnt that CNH is an excellent organisation, with a strong customer focus, striving to improve social housing and the environment for its residents. This can only bring back some dignity and respect particularly as residents are actively encouraged to get involved and participate in decisions that affect them. Ann: Being a Board member has given me a clearer understanding of how a Housing organisation operates. Sometimes, I have asked for things to be made clearer in order for me to understand and participate more fully. What skills and experience do you feel you contribute? Marie: I’m a very practical person and can see if ideas will work or not. I see the ideas and from a service user’s point of view. I’m always willing to listen and take part in team discussions. Helen: Having formerly been a tenant, I have personal experience of their needs and aspirations. From my work in Consultancy and HR I bring interpersonal, organisational and analytical skills. Ann: My life experiences include living as a Council tenant for thirty years and being a director of my family business. These, along with other experience gained throughout my life have enabled me to empathise with a wide spectrum of people. What future initiatives would you like to see at Charnwood Neighbourhood Housing? Marie: I’d like to see the appearance of our estates improved. I’d also like, as a Board member, to get the chance to meet more tenants and leaseholders – its important that as much encouragement to get involved is given. I also think we need to work on feeding back how we are changing our service in response to our customers suggestions. Helen: I would like to see Sustainable Communities, more Partnership working with community groups etc and although there are many new incentives for residents, perhaps more vouchers to encourage creativity and reward those who make a difference. I would also welcome more publicity on the successes of CNH in the local press. Ann: Giving CNH tenants a better responsibility towards their homes and surroundings, thus imbibing a sense of added pride. What does it mean to be a Board member? What do you do? Helen: It means that I can be involved in the process of gaining 2 stars to bring in the much needed funding for improving the homes and lives of CNH residents. This is long overdue. I attend and contribute to all meetings, constructively challenging where appropriate. Ann: Being a Board member means that I am a part of decision making teams, Remuneration, Audit, Appeals, Editorial etc. These, along with careful study and absorption of papers prior to meetings enables me to play a more active role in Board meetings and to challenge Board papers and reports. We need to know what you think of our service At CNH we are committed to providing the best service we can to our customers. To be a successful business we know that we must listen to the views, comments and suggestions of all our customers. - Email us online at www.cnh.org.uk – click on the “Contact Us” tab - Or visit us in person at our offices on Southfields Road If we get things wrong we need to know how to put it right next time. If you have any suggestions about how we can improve our service or compliments on anything we’ve done well, we would like to hear those as well. We may be able to put things right straightaway or we may need time to investigate. You will receive an acknowledgement within three working days which will tell you who is dealing with your complaint and give you their contact details. If you do need to make a complaint, or a suggestion, you can: We will respond to your complaint within ten working days or will inform you if we need longer to investigate. - telephone our free phone complaints line on 0800 3289488 Your response will give you information on what to do if you are dissatisfied with the outcome. - write to us at our usual Southfields address Full details of our Complaints procedure are available in our Compliments, complaints and suggestions leaflet. If you would like a copy please contact us on 01509 634666 - complete the form in our Compliments, complaints and suggestion leaflet and post it back to us (Freepost). These forms are available in the reception area of the Council offices. 11 Tenancy Services and Income Management Contacts With so many changes over the last 12 months at CNH and new members of staff, we thought we would tell you about the Tenancy Services and Housing Income teams for your area. All staff are contactable by e-mail: us. name.surname@ cnh.org.uk A duty officer is always available in Tenancy Services to discuss any problems if your Area Housing Officer is unavailable. You can phone, write, visit the office or ask for home visit if you would prefer. Tenancy Services West Team (Area 3 & 4) Area Housing Manager West - Alison Newby Tenancy Services East Team (Area 1 & 2) Area Housing Manager East – Clare Holford If you live here: If you live here: Warwick Way Estate, Braddon Road Estate, Meadow Avenue Estate Town Centre: Peel Drive Estate, Chapman Street Estate, Tuckers Road, Victoria Street Burleigh Road, Palmer Estate, Clifford Estate and Tyler Estate, Knightthorpe Road Nos 1-79 and 2 –154, Alan Moss Road Nos 1 –123 and 2 –156, Barrow, Burton, Cotes, Hoton, Seagrave, Sileby, Walton on the Wolds, Wymeswold Barkby, Beeby, Cossington, East Goscote, Queniborough, Ratcliffe, Rearsby, Syston, Thrussington, Thurmaston, Thurcaston Your area team are as follows - Area 2 Your area team are as follows - Area 1 Senior Housing Officer Claire Westrup 01509 634953 Senior Housing Officer Chris Blackford 01509 634716 Housing Officer Kenneth Gill 01509 634954 Housing Officer Helen Clarke (Job Share, Mon, Tues, Wed AM) 01509 634956 Housing Assistant Keith Henson 01509 632541 Housing Officer Lance Clarke (Job Share, Wed PM, Thurs, Fri ) 01509 634956 Housing Assistant Wendy Playle 01509 634981 Housing Income Officer Dawn Knight 0800 633 5548 (Freephone) Money Management Officer Bindu Parmar 0800 633 5548 (Freephone) If you live here: If you live here: Shelthorpe, Park Road, Anstey, Birstall, Cropston, Mountsorrel, Newtown Linford, Rothley, Swithland, Wanlip, Thurcaston. Shepshed , Hathern, Woodhouse Eaves, Quorn, South Croxton. Ashby Road Estate, Thorpe Acre and Poet’s Corner Estate. Your area team are as follows - Area 3 Your area team are as follows - Area 4 Senior Housing Officer Nicola March 01509 634958 Senior Housing Officer Michelle Thomas 01509 632544 Housing Officer Efit Karim 01509 634957 (Job Share, Wed pm, Thurs & Fri) Housing Officer Nick Bale 01509 634951 Temporary Housing Officer Sat Dhadli 01509 632547 (Job Share Mon, Tues, Wed) Housing Assistant Richard Smith 01509 632547 Housing Assistant Liam Coulson 01509 632547 Housing Income Officer Dan Hall 0800 633 5548 (Freephone) Housing Income Officer Liz Moody 0800 633 5548 (Freephone) Money Management Officer Bindu Parmar 0800 633 5548 (Freephone) Money Management Officer Bindu Parmar 0800 633 5548 (Freephone) DID YOU KNOW THAT YOU ARE TWICE AS LIKELY TO DIE IN A HOUSE FIRE IF YOU DON’T HAVE A WORKING SMOKE ALARM? The harsh reality is that 400 people die in accidental house fires each year in the UK caused by smoking materials, candles, unattended cooking utensils and factors such as faulty electrics. The good news is that you can reduce the risk of fire by taking a small number of fire safety steps, and communicating with your landlord organisation if you have questions or concerns. Your landlord is there to help. However, you have responsibilities too for ensuring your home remains safe from fire. For example, you should always ensure that your upholstered furniture has the fire-resistant permanent label. To help, the Fire Kills campaign has the following advice: …and make sure everyone knows it and where door and window keys are kept …keep to one plug per socket …weekly. Never remove the batteries …to stop fire from spreading …avoid placing them on top or near materials that could catch fire …extinguish all smoking materials properly and never smoke in bed …never leave cooking unattended or throw water on cooking oil if it catches alight! …don’t try to tackle fires yourself …on each level of the property Housing Income Officer Sally Porter 0800 633 5548 (Freephone) Money Management Officer Bindu Parmar 0800 633 5548 (Freephone) Social Housing landlords have a responsibility to you and your home and must ensure that gas and electrical appliances they supply are safe and in good working order. Your landlord may also fit smoke alarms in shared accommodation and communal areas. Your local fire and rescue service offers free Home Fire Risk Checks and may be able to fit free smoke alarms in your home. To get details on how to request one or for more information on fire safety, visit www.direct.gov.uk/firekills 12 13 Performance Update Overall Performance April - December 2008 % emergency repairs completed in timescale 100% 100 4.0 95 CNH is showing good progress on the majority of these six indicators. The results at the end of the 3rd quarter of the year, from April to December 2008 are shown below. 3 of the 6 indicators are showing performance above the annual target and one indicator is meeting profiled target. Two indicators show performance below target. 96.4% 93.8% Below Target On Target 85 80 80 75 75 Above Target Summary of progress on 6 key performance indicators against the annual targets for 2008/09 90% 90 85 70 76.3% 75.2% 70 2007/08 Actual AprilJune JulySeptember 2007/08 Actual YTD Actual 2008/09 Quarter Targets OctoberDecember JanuaryMarch 2007/08 Actual AprilJune JulySeptember 2007/08 Actual YTD Actual 2008/09 Quarter Targets Performance Summary end of year target = 100% SLIGHTLY BELOW TARGET % urgent repairs carried out within timescale % rent collected as a proportion of rent due 99.72% 95% 2.0 0.0 100% 95 90 1.0 CNH is committed to keeping you informed about how we are performing. This report concentrates on the key areas of rent collection, repairs and voids and the graphs summarise our performance in these areas. 100 99.05% 3.0 How did we do in April to December 2008? % of responsive repair appointments kept OctoberDecember JanuaryMarch Performance Summary end of year target = 90% ABOVE TARGET Average time to complete non urgent repairs Average time taken to re-let properties 80 105 100 98.9% 97.93% X 98.19% X 95 70 100 98.11% X 95 96.74% 96% 97.72% 96.3% 94.2% 90 90 93.54% 85 73.5 days 98.6% 66.5 days 60 23.6 days 20 90.56% 50 19.6 days 16 days 15 85 86.17% 25 40 40 days 80 80 10 75 75 5 41.41 days 30 10.3 days 25 days 70 70 2007/08 Actual AprilJune JulySeptember OctoberDecember 2007/08 Actual YTD Actual 2008/09 Quarter Targets Rolling 12 month measure JanuaryMarch 7.62 days 20 0 2007/08 Actual AprilJune JulySeptember 2007/08 Actual YTD Actual 2008/09 Quarter Targets OctoberDecember JanuaryMarch 10 2007/08 Actual AprilJune JulySeptember 2007/08 Actual YTD Actual 2008/09 Quarter Targets OctoberDecember JanuaryMarch 2007/08 Actual AprilJune JulySeptember 2007/08 Actual YTD Actual 2008/09 Quarter Targets OctoberDecember JanuaryMarch X Performance Summary end of year target = 98.6% ON TARGET 14 Performance Summary end of year target = 96% ABOVE TARGET Performance Summary target = 16 days ABOVE TARGET Performance Summary end of year target = 25 days BELOW TARGET 15
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