Street TENANTS & RESIDENTS MAGAZINE Winter 2019 | Issue 63

Happy

Christmasfrom all at Meet Gloria and find out Ocean Housing why she is so happy with the works on her property . . . see page 3

The Resident Engagement Survey results are in, find out how you voted . . . see page 4

Celebrating the start Caroline and Tarik are over the moon with their new home in St East. of a new dawn at Caroline told us “It’s the best Christmas present we could have ever wished Polgrean, for, it’s going to change our lives forever”. The house is being specially . . . see page 11 adapted for Tarik who is 9. “We finally have our forever home and are near to family who can support with Tarik, thank you,” said Caroline.

Our Christmas Opening Hours Our offices will close for Christmas at 5pm on Friday 20th December 2019 and will re-open at 8.30am on Thursday 2nd January 2020. Out of hours emergency contact number: 01726 874450 Street TENANTS & RESIDENTS MAGAZINE

A fond farewell to Jan After nearly six years of being Chair of the Tenants Jan is heading off to pastures new for the next chapter, and Residents Panel, Jan will be leaving in December, moving nearer family and to spend quality time having served as a panel member for over eight years. with the grandchildren. Jan, thank you for your loyal Jan has been a tenant for many years and feels secure commitment and service to Ocean, we are extremely and confident in her home in Tywardreath, working grateful for your time and support and wish you the hard and raising her family. best of luck for the future. Before joining the tenant panel, Jan was employed by Ocean as a decant officer. This role was to support and help tenants who were temporarily moved from their Cornish unit properties whilst they were improved. She then went on to be a support officer, looking after tenants at our older person schemes to live independently. Jan gained knowledge of how a housing association was run and received all the relevant training. On leaving employment with Ocean and having gained experience in how the company worked, she decided to join the tenant panel and put all that learning to good use for the benefit of fellow tenants. A positive move and training continued so she could give the best to the panel and be a voice for all tenants. Jan told us, “I am so grateful to Ocean for taking me on as an employee and then as a panel member. I’ve received so much help and support along the way and made lots of friendships. I am very proud of the difference the panel has made to the tenants and residents of Ocean and long may that continue”.

HomeSwapper can help you find a new home locally and nationally A home swap or ‘mutual exchange’ happens when We will need to confirm that you are eligible to move, tenants of housing associations like Ocean or local and will carry out a property inspection and check councils swap properties with each other. your rent account. You and your swap partner will HomeSwapper is a national register of social need to inspect each other’s home and confirm that housing tenants who want to find a home swap. you are happy to take each other’s property ‘as seen’. You can register free of charge for HomeSwapper Home swaps can often take place within a matter whether you want to find a swap within of weeks. or whether you are looking to move further afield. To find out more visit www.homeswapper.co.uk or Home Swap covers the whole of the country. You will contact Ocean by emailing [email protected] need to provide details of your home including any or call 01726 874450. restrictions on who can live there (local connection). Once you find a swap, you need to contact us to apply for permission to move.

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Properties in Bugle have received a face lift A number of our Cornish units see a reduction in their heating in Bugle have been given a bills over the months to come. face lift following the success “The tradespeople have all been of our energy efficiency fantastic, nothing was too much works programme that was trouble and I feel really cared for started last year in Foxhole. by Ocean, I can’t ask for anything The sixteen properties in more,” Gloria said. Carnsmerry all received energy We are currently in year two of surveys and were identified the efficiency programme and as being the hardest to heat. to help us pay for the works, we Problems with heating their have received Energy Company homes and condensation were Obligation (ECO) funding. all areas of concern for tenants. External view of property in Carnsmerry Stephen Channing, Ocean’s Over the last few months, we project manager who has been have taken off the mansard involved since the programme tiles and re-roofed the started told us; “It’s progressing properties which even better than we expected, has improved the appearance the finish and the quality of our of the Cornish unit homes. homes is exceeding all The walls have been fully our expectations.” insulated, including the external ground floor which We are now on site in Penwithick has reduced the need to have with a further 14 properties the heating on and cut down receiving their face lift, and on outside noise. next year we will be in . We met Gloria who has been a tenant for over 40 years. “The Gloria from Carnsmerry If further funding is secured, house is so much warmer and it looks so nice from we will continue to roll out the efficiency works to the outside, my family and friends have all noticed.“ more Cornish unit style properties during 2020, so With the insulation improvements, tenants should watch this space.

Domestic abuse can happen to anyone Domestic abuse can happen to anyone, male or female, of whatever age. We all have a responsibility to report anything we may be aware of to ensure people are safe from harm. This includes protecting their right to live in safety, free from abuse and neglect. Safeguarding is everyone’s business, and not just a matter for professionals. If you are aware that someone may be suffering from domestic abuse, whether a close family member, neighbour, friend, or just someone you know, it is really important to report it as soon as possible. If someone is at serious risk of harm and in immediate danger ring the police on 999. Other organisations that can help are the National Domestic Violence (Freephone) Helpline on 0808 2000 247 or the Men’s Advice line on 0808 801 0327. Ocean Housing staff are trained in domestic abuse awareness and for further advice you can contact us by emailing [email protected] or calling 01726 874450. All calls will be taken in the strictest of confidence.

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Resident Engagement Survey Results Thank you to everyone who completed our resident engagement survey either by post or online. The survey was to give you the opportunity to let us know how we can be the best at resident engagement. This is to ensure that you as tenants and shared owners can influence decisions in the services we provide and your voice is heard. The results are in and we wanted to let you know the outcome and what is most important to you with regard to respect, services and tenant involvement. The five questions we asked had several answers and we have prioritised what the top three were from your feedback.

RESPECT Q1. Rank in order the following actions that would demonstrate that Ocean is treating your with respect? 1st Being polite and considerate and understanding when dealing with you 2nd Treating your information confidentially 3rd Being given an appropriate amount of time to listen to your views and needs and deal with your enquiries

OUR SERVICES TENANT INVOLVEMENT Q2. Rank in order the following in terms of what Q3. Rank in order what you think good tenant you think shows good service from Ocean. involvement is? 1st Knowing that you live in a safe and well 1st Having an influence on decisions that affect my maintained home with a good quality home and neighbourhood repairs service 2nd A simple process for raising issues/complaints in 2nd Ocean staff doing what they say they will do a timely manner – following up on their promises 3rd Having a range of ways to get involved in 3rd Knowing who I need to speak to and how to important decisions about how Ocean Housing contact them is run and money is spent

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Q4. How would you like to get involved with This year the National Housing Federation Ocean Housing? launched their ‘Together with Tenants’ charter to ensure tenants have a greater voice in the 1st Digitally through social media and the virtual decisions of their housing provider. Ocean are internet panel where I can feedback my views at delighted to be one of the ‘early adopters’ of the any time by completing surveys charter to help implement changes for the future. 2nd By providing feedback on grounds maintenance The feedback from the resident engagement and communal cleaning services I receive in survey will help us to make those changes to my neighbourhood ensure our top priority is to continue to ‘have 3rd I’m happy with Ocean and the service residents at the heart of everything we do’. It they provide will ensure we improve and shape our services and help build the new charter to the benefit of Q5. What is the best way to let you know about tenants throughout the country. ways to get involved? Your voice has never been so important, so 1st Letters please continue to get in touch and let us know 2nd Street Talk tenants magazine about the work we do and the services we provide by emailing [email protected] 3rd Ocean Housing website

Congratulations to our five lucky winners chosen at random who received a £50 shopping voucher for completing a survey.

Betty Christine Tracey from St Stephen from from St Agnes Not pictured: Sheila from St Austell & James from St Agnes

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Our Customer Accounts Team is here to help Did you know that we have a friendly team of advisors who are ready and able to help you with your rent and other Ocean accounts? Did you know that you can use the internet to log in to ‘My Ocean’ so that you can see your account and make payments?

• Offer help and advice on how to claim benefits

• Give advice and help with other debts such as - Council Tax - Advice on how to find cheaper utility bills We can: • Refer you to other agencies who can offer • Set up ways of making payments, including impartial advice direct debits • Visit you at home, if required • Help you if you are struggling to pay your rent by agreeing a reasonable repayment plan • Offer a budgeting service to new tenants, and with you any customer who would like help.

We can help in other ways by:

• Supporting you to make and manage a claim for Universal Credit – if you are receiving Universal Credit it is important to let us know

• Assisting you to move to a smaller property if you are affected by bedroom tax

• Offering foodbank vouchers if you need them

• Applying to local charities and agencies for financial help if you qualify

• We have a number of partner agencies who can often help people who are in debt, so please don’t hesitate to talk to us for more information.

If you are interested in home ownership, we can: • Give advice on service charges, how much • Help owner occupiers to sell your home they are and what they cover • Help you to buy your home, if you qualify. • Help shared owners to buy more shares or sell your home

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Customer Accounts Team from left to right, back row, Rachel, Hayley, Scott, Kerry, Tania and Chris. Front row, Louise, Loraine, Leanne, Amy and Helen

Our aim is to provide a We can also signpost you to other agencies who can help: friendly informative Information They offer independent, confidential and service to help you to Citizens Advice Bureau free advice. We can make a referral for manage your Ocean tenancy you, or you can contact them direct and account. If you have any 03444 111 444 or www.citizensadvicecornwall.org.uk questions or concerns about your account please contact us, we are here to help They are a registered charity who can help Step Change people who are in financial difficulty. They • My Ocean or offer confidential and free advice. Telephone Live Chat through for free on 0800 138 1111 or www.stepchange.org our website by visiting www.oceanhousing.com A service funded by the government • By emailing National Debtline which offers confidential, free advice [email protected] on finances. Telephone on 0808 808 4000 or www.nationaldebtline.org • By calling our customer services team on If you are self-employed, you can call business debt line on 01726 874450 0800 197 6026 or www.businessdebtline.org

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Celebrating Ron, a community hero Congratulations to Ron Deacle, monitor and an active who has been successful as ambassador, supporting one of Cornwall’s inspiring 60 Ocean whenever he can over 60s after being nominated with improving services and earlier in the year. meeting new residents. Launched by , Ron lives his life to the full the campaign was to find 60 in memory of his late-wife, inspirational residents across Sylvia, and having turned 85 Cornwall who have taken steps in November is still physically to live and age well in their active and mentally fit. sixties and beyond. Ron’s advice for those in their Ron has been a tenant for 60s and beyond is keeping over 20 years and lives in St active and helping in the Columb Minor. A committed community. “I think the main Ocean Housing ambassador, he thing is a positive outlook and dedicates his time to helping his trying to stay healthy. There neighbours and the families in are always housing associations his housing area in any way that he can. Ron joined and clubs that people can become involved with,” the tenant and resident panel in 2001 and then served Ron told us. on the scrutiny panel ensuring the community has a Keep up the great work Ron, we appreciate all you do voice. He is currently a grounds maintenance for Ocean and the community. To find out more about Ron’s story and other nominees visit www.cornwall.gov.uk

Winter safety tips to keep • Store any high value items like jewellery and your home secure passports in a properly secured safe • Look out for distraction burglary – always check As the dark evenings draw in, it may be the identity of those who knock on your door as less likely that neighbours will be able to rigorously as you can spot suspicious behaviour. “Homes with no security measures in place are five • It is your home and you do not have to open the times more likely to be burgled than those with simple door. If in doubt of a caller, ensure you put the security measures,” say Police UK. This is why, above safety lock on before you open the door. all, making sure your doors and windows are secure is “We want to make sure that all of our essential this time of year, even when you are just out residents feel safe in their own homes. in the garden. The advice set by Devon and Cornwall Police Other top advice includes: is very useful,” advises Susie, neigbourhood • Keep all keys and valuables out of sight and away services officer for area. from doors and windows If you have any issues or concerns please do not • Get a trusted neighbour to keep an eye on hesitate to contact your neighbourhood services your property officer or the police. • Leave lights or radios in your house on a timer to Further information is available on our website make the property appear occupied www.oceanhousing.com or www.police.uk

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A message from NEW! Save monthly for a guaranteed 1% return in time for Christmas We’ve just launched a new savings account for members who can save money every month. You can open an account at any time in the year, Westcountry Savings and Loans is the largest credit deposit up to £200 each month and we’ll pay you union in the South West. As a non-profit financial 1% interest on the balance at the end of October co-operative, we’ve been providing responsible 2020, which means you’ll have a pot of cash ready to loans and secure savings accounts to our members wrap up Christmas! for more than 15 years. Your money will be moved to your Membership Since 2018 we’ve been working with Ocean to Account on the 31st of October every year where support families across our region achieve better you can make withdrawals or transfers using online financial stability for the long term. For members banking, our mobile app or by contacting the team. who are borrowing: We’ll write to you eight weeks before maturity to tell you the rate for the next year. • Our rates are fair and affordable, Membership is free so join today: • There are no arrangement fees, ongoing charges or early repayment penalties, • 0800 304 7041

• Interest is charged daily, and • www.westcountry.org.uk • get in touch using our secure instant • We open a linked account with every loan messaging app, Nivo to encourage a savings habit. (download from our website). Save in your local community – now with a guaranteed return!

Community Action Days are back for 2020! As a landlord we are committed to tackling any concerns you may have in your neighbourhood. This is why our community action days 2020 are back and designed to be informative and fun for both tenants and Community staff. On a community action day, staff from different teams will visit your estate and are on hand to answer any questions you may have Action Days about your home, neighbourhood or rent account. We also invite partner agencies such as the fire brigade and police who can offer March: free advice. It is often easier for residents to discuss something face to Hawkins Road, face and be able to do it from their own home. Newquay It’s an opportunity for us to get to know our residents and ask you how you feel about us as a landlord. We are currently working on June: finding out what your ‘Three Ocean Wishes’ would be; what would New Molinnis, you change about your home, your neighbourhood and Ocean as a landlord? Bugle

Our first community action day of 2020 will be in March when we will visit residents in Hawkins Road, Newquay followed by New Molinnis in Bugle which will be in June. We look forward to getting out and about and meeting you in 2020.

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Ocean staff member’s personal donation to the foodbank John Wiles, new tenant St Austell Foodbank is support advisor, visited part of a nationwide St Austell’s foodbank in network of foodbanks, November to present a supported by The Trussell cheque for £50. He was Trust, working to combat met by manager Jon poverty and hunger Langford who was across the UK. The team very grateful to receive provide three days’ the gift. nutritionally balanced “The foodbank team emergency food and do such a wonderful support to local people job,” said John, who has who are referred to them been at Ocean since in crisis. September 2018. “So to Jon explained: “We are on support them, even in course this year to give the smallest way, is very out 4,000 lots of 3-day important.” packages of food. So, Ocean Housing use a website called Housing Systems, that’s an incredible amount of people served by our which is very informative about benefits and welfare local community. reform. Each month they run a quiz with the prize “All the food is donated but obviously the running being £50 for your local foodbank. “In October, I was costs then come on top. So we’re extremely grateful to lucky enough to win it and have chosen to support John and the team for this gift and anybody else who the team here,” John told us. wishes to support us both financially and practically.” For more information visit www.staustell.foodbank.org.uk

Keeping your garden tidy As part of your tenancy, if you have a garden, it is your responsibility as a tenant to maintain this area that forms part of your home. This includes cutting the grass, trimming of hedges, maintenance of any trees and keeping the area free from rubbish and obstructions. During estate walkabouts, your neighbourhood services officer will check on all gardens in the area and if any are found to be poorly maintained then tenants will be contacted. If you are unable to maintain your garden to a reasonable standard through ill health or a disability, then Age UK may be able to offer a garden maintenance service at a reasonable cost and can be contacted on 01872 266383 or email [email protected] We would also like to hear from anyone who would be interested in being part of a gardening volunteer group. This group of tenants would be able to offer a service to cut grass, trim bushes and generally help other tenants to tidy their gardens in the community. If you are interested, please contact the tenant involvement team by emailing [email protected] or call 01726 874450.

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Celebrating a new dawn at Polgrean It is the start of a new dawn at Polgrean and Landreath Place, St Blazey following planning permission approval in October for the re-development of the site. To mark the occasion a celebration event was held in November for residents, staff and the local community. Those invited gathered at the Hands Together community centre where special guest and long-term resident, Amos Putt, shared his unique knowledge of the area and gave a grand tour of the site and his memories. Former residents supplied photos and memories of their time and the original and up to date plans were displayed on a memory board for everyone to share over coffee and cake. Mark Gardner, chief executive, spoke to those who were gathered; “This is an exciting proposal showing our commitment to investing in our existing housing stock providing high quality affordable homes in St Blazey”. Long term resident Amos enjoying the celebrations The works will commence next year with the of new friends.” We are thankful to all our residents demolition of 66-flats and six commercial units. It will and the wider community for their ongoing support be replaced with a mix of one-bed flats, two and three and feedback throughout the process. We understand bedroom homes as well as a dedicated older persons’ how residents have felt having to leave their homes block with the first homes ready for occupation in the and have tried to support and help as much as we Spring of 2021. Andy, a former resident attended the can. Annie, our project officer, is still working with event and told us; “I had lived in my flat for 20 years existing tenants to help them in relocating. Michelle, and so it was difficult knowing I had to move, however who is currently at Polgrean, told us; “I am grateful for I’m really happy in my new home and I’ve made lots everything Ocean is doing to support me, I would like to stay in the area to be close to my parents. “I think the new development will be brilliant and certainly improve the area.” The scheme will cost approximately £12million a huge investment for Ocean and their largest scheme to date. We are grateful for the continuing support from our stakeholders Cornwall Council and Homes who are contributing nearly £4million in grant towards the project. Exciting times ahead for Left to right: Annie Truscott, project officer, Michelle, resident, Mark Gardner chief exec, Andy, former resident Polgrean and the community!

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Christmas competition – Can you find the presents? Our Ocean santas have been busy dropping presents throughout this edition, can you help us find them hidden in this newsletter? Those in the photograph should not be included in the count.

The first three correct entries drawn will win: 1st Prize - £60 Shopping Voucher 2nd Prize - £40 Shopping voucher 3rd Prize - £20 Shopping Voucher The competition is open to anyone living in our properties. Only one entry per household. Closing date is Friday 17th January 2020 Good Luck! You don’t need a stamp, just cut out this slip and pop it into an envelope addressed to: FREEPOST RSES-LCCA-EJUJ Christmas Present Competition Ocean Housing, Stennack Road, St Austell, PL25 3SW.

How many presents have you spotted?

Name: $ Address:

Postcode:

Telephone No: Mobile No:

Email address:

For those of you who entered our Summer Our Summer Competition competition, here are the answers. 1 Our neighbourhood services team carried out 400 tenancy checks from 1st April 2018 to 31st March 2019. Congratulations to 2 Legally we have to carry out gas safety checks in our Suzanne from Bugle who properties every 12 months. was delighted and won a 3 The residents of Ivydene House entered the Newquay in £60 shopping voucher. Bloom competition.

4 We are replacing 129 kitchens this financial year. 01503 262684. Frame by Frame Jackson Design 01326 373108 Photography: Karen by Designed on Re-cycled & produced Printed paper. Talk. Street your Please recycle

email: [email protected] Out of Hours Numbers www.oceanhousing.com Emergency Repairs: 01726 874450 01726 874450 Anti-Social Behaviour: 01726 874450 Contact us for a Large Print or Audio CD of this newsletter