SPRING 2021

A magazine for customers of The Community Housing Group

Inside this issue Join your local neighbourhood inspection see page 17

24/7 telecare alarm support without a landline see page 5 A ‘Kickstart’ into employment for young people see page 23 Bringing more New homes to the District see pages 11 PLUS MUCH MORE INSIDE... One of my first tasks when I joined the Group was to develop the new Corporate Plan for 2021-24. This involved holding a big consultation exercise with staff, customers and other Welcome to stakeholders to find out how they saw the Group, what we do well and not so well, and what our priorities should be in the future. This was a fantastic exercise in helping me to understand where we add value and areas that need to change and I would like to say a big thank you to everyone that took part. You can read more about this on page 3.

Before I sign off, here’s a little bit about me and what I did before joining TCHG. After Streets beginning my career in my hometown of Manchester, I came to the Midlands in 2000 to join Solihull Council as Deputy Director. We established North Solihull Regeneration which has helped to transform the area. I led the team that established Solihull Community Housing (SCH) and became its first Chief Executive. SCH was the first housing service to be awarded Ahead 3 stars with excellent prospects for improvement by the Audit Commission in the West Firstly, I would like to welcome you all back to Streets Ahead, our quarterly magazine Midlands. designed to keep you up to date with news and information from The Community Housing Group (TCHG). It hasn’t been around for a while and we know that a lot of you I have been Chief Executive of Asra and helped to transform its performance and improve missed reading it, so it will be available online to those of you who have digital access, and customer satisfaction. I became Chief Operating Officer of PA Housing following the merger we’ll be sending a printed copy out to those of you who don’t. between Asra and Paragon and led the integration of the two businesses. Over the 12 months prior to joining TCHG, I worked for Surrey County Council to improve their Land & Property Secondly, I would like to introduce myself. I’m Matt Cooney, the new Chief Executive of Team. the Group and I joined in September 2020. Despite joining TCHG during these uncertain times, I’m very excited about the opportunities It’s been a whirlwind 7 months and despite the current remote working situation, I have ahead and the improvements we can make. Together, I know we can continue to provide managed to meet lots of colleagues and customers face to face, including the Customer quality homes in happy, prosperous communities. Voice and Assurance Group. You can read more about how they work with us to improve services and how you can join them join on page 15. Take care and stay safe, It’s been a very strange time to start a new job in a new area during a pandemic, but I’ve Matt Cooney been really impressed with how both colleagues and customers have coped through these Group Chief Executive, The Community Housing Group unprecedented times, and I am so pleased with the way in which we’ve managed to keep most of our services running in such difficult conditions. You can find out more about this, plus helpful links to support and information on page 13.

New ways of working mean that we must be careful to maintain social distancing and What’s In This Issue Did you know? that not meet face to face with groups of people. On page 17 you can find out new ways we are this publication is using to keep local residents engaged with our Neighbourhood Walkabouts, even though 1 Welcome 13 Covid-19: Keeping our services available as an audio we can’t invite you along on them with us anymore. 3 A new Corporate Plan 2021-2024 running during the pandemic version, in large print We’re not just making changes in response to the virus, we’re also making changes to 4 Virtual focus groups online? Yes, 15 Latest News from the Customer or translated into how we run services to improve things for our customers. In February, we arranged it’s possible! Voice and Assurance Group another language as online focus groups to discuss possible changes to our Housing service. This included 5 amica24 (CVAG) required? If you would asking for your thoughts and feedback on our proposals and what you’d like to see from 7 The importance of home safety 17 Join your local neighbourhood prefer to receive it in your Housing Team in the future. You can read more about the outcome of this on page 4. checks inspection – on Facebook! another format, or know someone else who would We know that Coronavirus has had a huge impact on employment, not just in the UK 9 Fire Door Replacement 19 If you are unemployed, we can but globally. We have always worked hard to provide employment support to residents Programme Is Underway help benefit from this service, please call our Customer and unemployed people across , and we’re thrilled to say that we are 10 Our New Complaints Process 21 Who can I talk to? continuing to do this and have lots of help and support available to those in need. Go to Service Centre on 11 Bringing more New homes to 23 A ‘Kickstart’ into employment for page 19 to find out more and how we can help you. the District young people 0800 169 5454

PAGE 1 www.communityhg.com www.communityhg.com PAGE 2 Virtual focus groups online? Yes, it’s possible! We wanted to give tenants and residents an opportunity to help us shape the future of housing management services but knew that having a physical meeting was going to be impossible during the covid-19 restrictions.

A new Corporate Plan 2021-2024 The Company has been using online meetings who couldn’t attend on the day, to complete a In April 2021, we came to the end of our 3 views about us, as an organisation. This helped us to (through Microsoft Teams) since March 2020 survey and still have a chance to have their say. year “Together We Can” Corporate Plan for the understand how well we were delivering services and and it has become a really effective way to Thankfully, there were only a few technical organisation. Our vision was to provide affordable what we could do to improve them. bring colleagues together and keep the business homes and services as well as places where people issues, but generally, everyone who took part Three main themes emerged which have helped us operating. However, we have never tried this felt it was a great idea and enjoyed it, so we’re wanted to live and modernise the Group by focusing with our customers. on four themes of being more Agile, Accountable, to shape the new Corporate Plan which runs from looking forward to holding more online focus Customer Focused and Efficient. We set ourselves April 2021 - 2024. We recently put a post out on Facebook and groups in the near future. some ambitious targets but by 2021 we achieved invited residents by email and text messages to • Building Better Lives – for our If you would like to be involved, let us know the following: join us. We were overwhelmed with replies so customers, local people and by emailing [email protected] instead of just one focus group, we ended up • We built 258 new homes to rent and own through employees. Shared Ownership with four groups plus an opportunity for anyone • Building a Stronger Business - so • We achieved over £5m savings across the Group that we deliver great, essential by reducing our costs, making service delivery more efficient and making better use of new housing services as efficiently as technology (such as changing much of our possible. employee training to online to reduce the amount • Building Thriving Communities – of time in the classroom) by building more new homes and • Our teams can be flexible in the way they deliver looking at ways we can support services by using new computer systems and regeneration of neighbourhoods technology which now allows them to access and communities. information away from a traditional office environment. This has been particularly valuable in We will provide more details in the next edition of helping us to continue our services throughout the Streets Ahead of the key changes you wanted to see COVID-19 pandemic. under each of these themes. • New tenants can receive extra support when they move into their home so they have a greater chance of building and maintaining a successful tenancy. • We improved our website so that it was easier to find information about our services and manage tenancies online, including reporting repairs and checking rent accounts 24 hours a day. Before we created our new Corporate Plan, we consulted with our key stakeholders in “Our Big Conversation” campaign. We heard from customers, suppliers, regulators, funders and other partners in the public and voluntary sector who gave their

PAGE 3 www.communityhg.com www.communityhg.com PAGE 4 A not for profit Don’t struggle with hearing loss organisation If you or a loved one are having to turn the TV up louder or are struggling to hear the doorbell or phone, and perhaps feel left out of conversations – amica24 can help. Around 40% of people over 50 in the UK have some form of hearing loss, and more and more people are getting the help they need to hear better. amica24 has a range of products to help people living with a hearing impairment. Visit their website 24/7 telecare alarm support www.amica24.org/individuals/support/hearing.php or call 0345 130 1469. without a landline In the past, our telecare alarm service from your home internet, and with a built-in long life amica24 has only been available to those with a battery, even with a power cut, you can still call phoneline. However, we’re thrilled to announce for help. Providing peach of mind for you and your that you can now receive the reassurance and loved ones. peace of mind of a telecare alarm even if you don’t amica24 is offering free installation of the Lifeline have a landline. Smart Hub to all tenants of The Community amica24 is now offering the Lifeline Smart Hub, Housing Group who sign up to the monthly lifeline which uses a sim card to connect to a network like rental service. For more information or to book an a mobile phone. All you need is a socket nearby installation, call 0345 130 1469 today. for the Hub to connect to your power supply. The Hub then works in the same way as the traditional alarm unit and pendant, press the red button when you need help, day or night. Over the next three years, the UK phone network will be moving from an analogue to a digital system, meaning analogue landline phones will no longer work. The Lifeline Smart Hub will ensure you can still call for help 24 hours a day, 365 days a year even after the switchover. Even if you have a landline, the Smart Hub can still be used and can connect to your WiFi to work off Shop online with amica24 amica24 now provide a range of products and services that can be purchased online, including self-installation of their 24/7 lifeline pendant alarm. There are instructions and videos to help you through the process. This is especially helpful during the pandemic, when people may worry about having people in their home. If you use the code shop24/7 at the checkout, you can get 3 months alarm rental at half price. Visit today at shop.amica24.org/

PAGE 5 www.communityhg.com www.communityhg.com PAGE 6 Electrical Safety We carry out an electrical test in all properties every five years. When your home is due to be tested, we will contact you to let you know who will be carrying out The importance of the work. The inspection involves looking home safety checks at the condition of the existing wiring and identifying any repairs needed to meet national safety standards. The Electrical Inspection Condition Report will: • reveal if any electrical circuits or equipment is overloaded • find any potential shock and fire hazards in the installation • identify any defective DIY electrical work Open Fires build up of soot and clear any • highlight any lack of earthing obstructions such as nests, If you have an open fire at home: or bonding. leaves or debris and prevent Tests are also carried out on wiring • Only burn suitable fuels for your the risk of a chimney fire. fire. and associated fixed electrical Follow these simple cleaning equipment such as smoke alarms • Don’t overload the grate or build maintenance routines: to check that they are safe. fires too high. Solid fuel fires – once a year for The test can take 2-4 hours to • Always use a fireguard and if smokeless fuel; twice a year for complete, depending on the size Gas Safety Carbon Monoxide burning of carbon-based fuels, you have pets or young coal including gas, oil, wood and coal, of your property. children, consider As a landlord, we have a legal duty It is essential that all tenants have Wood burning fires – 4 times a and usually by appliances which All electrical sockets will require using a safety guard. to service all gas appliances every year when in use Carbon Monoxide (CO) detectors haven’t been properly installed inspection, including immersion 12 months. An annual service will • Make sure the fire is Gas fires – once a year if in their properties where gas or maintained and are poorly heaters or boilers. The test should ensure that your boiler, gas fire extinguished before going to appliances are present and if solid not affect any food in freezers as designed for sweeping and gas cooker are all operating ventilated. bed at night or leaving the fuel is being burnt. power will only be off for a short Oil fires – once a year as efficiently as possible and Our teams will complete a check house. Carbon monoxide is a silent killer time. If you have your own light Again, be aware of carbon most importantly, are safe. It is during each service and install a • Do not dry or air clothes on the - you can’t see, taste or smell it fittings, they will be re-instated monoxide (CO) poisoning. Many very important that we complete simple carbon monoxide alarm fireguard or close to the fire. which means you won’t know in each property if there isn’t one subject to testing and if passed as people don’t realise the risks with these checks so you must allow us • Make sure no sparks or fumes it’s there until it’s too late. It is already. These alarms could save safe. If you have carried out any gas also apply to open fires and access to your property in order to can escape through cracks or do this, for your own safety and produced by the incomplete you and your family’s life. DIY wiring, it will be disconnected wood burners so ensure you have broken bricks. that of your neighbours. if the engineer considers it to be a CO detector fitted in the same unsafe. • Never interrupt the air supply room as the fire. All our gas engineers are Gas by blocking air vents or air Safe approved and can complete We are a NICEIC approved Make sure you have working bricks. any repairs, as well as provide an contractor and have a wealth smoke alarms fitted and ensure annual service and safety check. of experience across the team, • Have your chimney regularly they are tested at least once a It’s important that you know working to the highest standards. swept as this will prevent a month. where your gas shut off valve is and how to turn it off in an emergency. Please ask your engineer if you are unsure. For any gas emergency, call the Home Safety National Grid on 0800 111 999.

PAGE 7 www.communityhg.com www.communityhg.com PAGE 8 Fire Door Replacement Programme Is Underway

In November 2020, we began a programme of works to replace 800 front entrance doors in low rise blocks across the district. Our New Complaints Process The original doors were manufactured by a provided them with additional advice about fire door company, and should have met fire fire safety in the home. We’ve recently reviewed our complaints process with the help of customers and have made safety standards. However, when we sent a Programme Update it quicker and easier for both customers and staff to log and resolve complaints. With the selection of doors for independent testing, introduction of a new dedicated Complaints Handling Team, we have staff focussed on they did not meet the fire resistance test. We The programme has got off to a good start ensuring complaints are followed up within the set timelines and customers are kept updated took the decision to replace all the doors as a and we have used feedback from the tenants on the progress of their complaint. precaution. who had the first doors replaced to make adjustments to the doors and the way that Here’s how the new Customer Voice and Assurance “Tina Browne went We have consulted Hereford and Worcester they are fitted. Group. above and beyond, Fire Service and Fire Service process works: Our Fitting Team are onsite and available communication was spot (as our Primary Authority) to develop a We aim to resolve all complaints A formal response confirming the on, such a lovely lady, who comprehensive, robust and accelerated to help with any enquiries or issues. They at our new ‘Early Resolution outcome of the review will be listens and cares a lot”. sent to the customer within 20 replacement programme and notified the are in regular contact with the Housing Stage’ which is within 2 working Services Team and have been happy to pass days. When this is not possible working days. My Complaints Handler has Social Housing Regulator. The replacement been amazing throughout. (or if a complaint relates to a programme will be completed within the next on concerns or requests for extra help from Ombudsman Service She kept me calm, updated tenants they have visited. health & safety issue), we will me every single time and nine months. deal with complaints through our Details of the homes in the programme If the customer remains was very thorough”. As a precautionary measure we have set Complaints Procedure. dissatisfied, they can refer can be found on our website https:// controls in place to make sure that residents There are 2 formal stages to our their complaint to the Housing remain safe in their home until the affected www.communityhg.com/housing/ procedure. Ombudsman Service for review. We’ll be reporting our complaints doors are replaced. These controls include: yourhome/firedoors.php including how the performance in future editions of programme is progressing and where the Stage 1 The Ombudsman Service provides Streets Ahead, as well as on our • Undertaking weekly inspections to blocks to team are working. help and support and can be website. make sure combustible items or other Complaints will be investigated contacted at any stage of the and a formal response including obstructions have not been stored on escape complaints process for advice and Compliments and a proposed resolution will be guidance. routes. sent to the customer within 10 Comments • Prioritising any fire related repairs that come working days. We’ve received some really It’s always good to hear when we into our Customer Service Centre and making positive feedback from customers have gone the extra mile or made If the customer remains about the new process: sure we respond within 24 hours. dissatisfied with the outcome a positive difference. of the investigation, they can In addition to the above controls, all blocks If you think we are doing request that the complaint “My Complaints Handler something well or that our have been subjected to a current fire risk is reviewed independently, Tina was fantastic and kept colleagues have given a great assessment and each flat has a current clearly stating the reasons why service, then please let us know. Electrical Conditions Inspection Report. Flats they remain unhappy with the me informed every step of the way! It was extremely Compliments and comments are also equipped with smoke alarms that we outcome. help us to know what we’re doing comforting knowing I had a test annually. well and where our efforts are Stage 2 point of contact I could rely appreciated. All compliments will We contacted all affected residents and on if needed! It saved me The complaint investigation be passed directly to the people a lot of stress and I cannot concerned. and proposed resolution will be imagine not having that reviewed by a Senior Manager point of contact available You can fill in our compliment who has had no previous to me”. form at www.communityhg. involvement in the complaint com/housing/feedback/ or call together with the Chair of the 0800 169 5454.

PAGE 9 www.communityhg.com www.communityhg.com PAGE 10 Homes in progress Bringing more Weavers Chase, Stourbridge Road Work continues on the construction of 27 new homes. There are 19 New homes to the District homes available for rent and 8 opportunities for shared ownership. They are being built by Miller Homes and are due for completion at the end of March 2021. Despite the challenges faced by construction teams during the pandemic, we have made great progress in bringing new homes to the district.

Recently completed schemes. Blakebrook Elan Close, , This ambitious scheme off the Sion Hill Road, saw the Kidderminster redevelopment of a former school Sion Hill is a large development of 57 Work will be starting (March 2021) site to create 40 new homes. The homes being built on a former school on a former garage site in Elan Close, development was built by our own site by Harper Construction. Cookley to create 4 new homes for Oakleaf Commercial Services Team There are 32 homes for shared shared ownership. They are being and completed in September 2020. ownership including four-bedroom The homes are a mixture of shared built by JR Harpers and Sons and will houses and a mixture of 25 rented ownership and rented homes with consist of 2 two bedroom houses and homes which are one and two bed 5 available for outright sale. The site 2 three bedroom houses. bungalow and flats, and two and three also had a listed building which was bed houses. The development is due Cotswold Close, carefully converted into a unique to be completed in May 2021. home. Kidderminster Oakleaf Commercial Services will be building 3 new bungalows for rent on this former garage site and work is Berrington Court phase 2 due to start in March 2021. The build will also allow our construction and Market site Building is progressing well on this trades apprentices to gain valuable exciting new extension to Berrington onsite experience. Court Extra Care Scheme in Kidderminster. Construction is being Steatite Way/Soapstone, undertaken by ENGIE and will result in Stourport-on-Severn 65 one and two bedroom apartments which will be available for rent. The Taylor Wimpy will be starting work construction is due to be completed on a development of 14 two and by December 2021. three bedroom houses which will be available for rent.

This exciting new development was built on the former Kidderminster Auction site and brings 23 new rented homes to the heart of Kidderminster. Located next to the railway station, the site has a mixture of apartments and family homes. Details about our development sites can be found at Oakleaf Commercial Services completed the build in December 2020 https://www.communityhg.com/housing/homes/developments.php

PAGE 11 www.communityhg.com www.communityhg.com PAGE 12 Covid-19: Keeping our services running during the pandemic

As the UK entered a national lockdown on March 23rd 2020, we with safety procedures and If anyone presents with symptoms Help for you knew that we had to adapt the way we worked to ensure we could Government guidelines. If isolation or tests positive for Covid in one We understand that times are hard for everyone and the pandemic has had carry on providing essential services to our customers. is taking place in a residents home, of our Independent Living or Extra a huge impact on employment, relationships, education and mental health & We reacted quickly to ensure the safety of customers and staff, and then we will defer the visit until Care Schemes, total lockdown well-being. after the isolation period. as the year progressed and Government guidance changed, we were of the Scheme will take place. Here are some links to websites that you may find useful in offering support able to offer more of our services in a safe and covid compliant way. The exception to this will be However, emergency repairs will and advice during these difficult times. for health & safety issues and still be carried out at Schemes that Over a year later, we’re really pleased with some of the challenges https://www.worcestershire.gov.uk/here2help have confirmed cases. we’ve overcome as a business and landlord, and are delighted to be statutory compliance visits, such Resources from Worcestershire County Council in response to Coronavirus, operating the majority of our services in such difficult circumstances. as gas safety, which will continue including advice on financial support, children, mental health & well-being and Welfare Calls employment. Find out how our teams are getting on below: unless advised otherwise or the Government introduces additional We are also currently carrying https://kidderminster.foodbank.org.uk/ rules to prevent or delay access to out welfare calls to customers to https://www.franchecommunitychurch.co.uk/wyre-forest-food-bank/ homes. see if we can offer any advice and Information on how to access support from the district’s food banks. support. If we have not contacted Our modernisation and planned www.wyreforestcab.org.uk you but you feel like you need upgrade programmes are currently Citizens Advice Bureau - offering free, independent, confidential under review and services will some support, please contact your advice on a range of problems. Housing Officer or Neighbourhood resume as soon as it’s safe to do so. https://www.nationaldahelpline.org.uk/ Warden and ask for a welfare call. Repairs to internal communal Resources from the National Domestic Abuse Helpline. areas, including at the Independent amica24 Equipment https://www.womensaid.org.uk/ Living and Extra Care Schemes, and Services Resources for women and children suffering domestic abuse. will continue with social distancing Installations and emergency in place, unless a Scheme has https://www.nhs.uk/conditions/coronavirus-covid-19/ repairs will take place as normal, The latest NHS information about Covid-19 confirmed Covid-19 cases onsite social distancing and not inviting with the team wearing full PPE Housing Services and then only emergency repairs https://www.healthyminds.whct.nhs.uk/home residents to join them. The and making sure they clean and Our Housing Management, will be completed. Free, confidential support for people suffering with anxiety, low mood, introduction of new neighbourhood sanitise the area they have been depression and stress. Neighbourhood Warden and You can report non-emergency Lettings teams are working in Facebook groups allows residents to working in. repairs at www.communityhg.com https://worthunlimited.co.uk/kidderminster accordance with Covid-19 safety suggest areas of concern and keep via the “Report a Repair” button. For To talk to the amica24 Business Support for young people in Comberton and Offmore, Kidderminster guidelines and contact with up to date with the outcomes of all emergency repairs, please call customers is generally by phone any issues. Support Team to discuss an 0800 169 5454. installation or a repair, please or digital media. If your Housing Lettings are continuing with call 0345 130 1469. Officer does need to visit you, then limited contact and keys are either Care & Support24 you will be contacted prior to this delivered through letterboxes or left and all visits will adhere to safety services at our Head Office at Foley Grove. guidelines to protect both you and Our teams are carrying out all For the latest information the visiting officer. Repairs planned visits to elderly and on our services during Covid, please visit our website www. Estate inspections are continuing Our teams are continuing to vulnerable customers as normal, in to help address any neighbourhood undertake all emergency and line with current risk assessments communityhg.com/covid-19/ issues, with the team maintaining responsive repairs in accordance and wearing full PPE.

PAGE 13 www.communityhg.com www.communityhg.com PAGE 14 Latest News from the Customer Voice and Assurance Group (CVAG)

Complaints, and the other on the We Need You! We Helped Improve the of tenants are listened to. From Repairs Service. If you have any Complaints Procedure – this, we have established that Are you interested in improving thoughts or concerns about either Customer complaints are very the Housing Regulator intends services and learning more about your of these services or want to get important, and last year CVAG to publish new requirements for landlord? members helped to write the involved in these reviews, we would landlords to measure and report new procedure which was put love to hear from you. Why not join the Customer Voice and on customer service. Its early Assurance Group? We are a small in place in January 2021. A new days and we will be involved in group who represent all customers. Complaints Handling Team now developing any new measures, so New CVAG Facebook oversees all complaints and We work closely with the Executive watch this space. Page Team and the Board of The Community provides one point of contact for customers. We will be monitoring New Corporate Plan 2021- We will soon be launching our own Housing Group to make sure that your voices are heard. Our role is challenging performance and satisfaction 2024– We met with Matt CVAG Facebook page to make us and exciting, but we have all learned quarterly, and will be carrying out Cooney, Chief Executive of TCHG more accessible to customers who so much about housing, and had the a scrutiny review of Complaints before Christmas to talk about may have housing related issues, opportunity to meet lots of different later in the year the Groups new Corporate Plan, and to help us keep everyone staff and customers along the way. Working to Improve the and we are pleased that in the Customer customers to engage with us and updated on CVAG activity. We have monthly meetings which are Customer Service Centre – plan TCHG is refocusing its give their views. You don’t have to We currently have a Blog/Vlog on currently being held virtually, so there is Some of our members have also efforts on the housing service. been working with managers Involvement in be experts, we would just like to the TCHG website https://www. no need to leave home to get involved. We, along with other tenants to improve customer service Shaping Housing hear your views and ideas. communityhg.com/cvag-blog/ In return you will: who were consulted at the end when getting in touch with the of last year, had raised concerns Services which you can access to check out • Get help with internet costs Use Facebook to Customer Service Centre. We about how complex TCHG is to what we are up to • Receive a free tablet device for want to make sure that customer It was fantastic that so many of Tell Us About Your deal with, with lots of different you signed up to attend the virtual We are here to represent you, so CVAG activity enquiries are dealt with at the departments and brands which Neighbourhood • Receive free training and support first point of contact and as focus group meetings to discuss please get in contact if you are quickly as possible. A Service can be confusing and make it • Get the opportunity to meet new the proposed changes to housing If you are on Facebook, you may concerned or have views on things Improvement Plan has been difficult to access services which people services. It was also good to see have seen the new Facebook that are happening in your areas. developed and good progress are not always joined up. We are customers using digital technology Neighbourhood Groups for All it takes is one person to raise an • Learn more about social housing has been made so far, including pleased that our views have been to attend the meetings. There were Habberley and the Walshes. We issue, and this encourages others to • Make a real difference for customers. recruitment of additional staff, taken on board, customers are at the heart of the new Corporate some interesting comments and think they are a great way for speak up. Interested? introduction of a ‘duty’ support suggestions about what you want function from the frontline team Plan and there is a commitment residents to raise any issues quickly, Email Please email from the service, such as: to help with more complex to simplify and join up services. which are then picked up by the [email protected] or [email protected] or enquiries and to assist with The new Plan will be launched in Housing Officers and inspected call 01562 733037, and hopefully “Give me one point of contact call 01562 733037. training, the commencement April and communicated to all during the Neighbourhood we will look forward to meeting of customer journey mapping customers who is visible, accountable and with you. easily accessible” Walkabouts. So far, the new groups to refine processes and enquiry are working well and any problems handling, and the formation of a “Deal with my issue right first raised are being addressed. The Contact Centre Working Group time, if not keep me informed of idea is to have a Facebook group which includes some of our what’s going on” for each neighbourhood but CVAG members. This has already “Improved processes – keep led to improved performance tell us what you think, do you and an increase in customer them simple and customer feel this would be useful in your satisfaction. focused” neighbourhood? New Legal Requirements For “Increase community Our Work Plan Landlords– In December, we development and engagement”. reviewed the long-awaited Social Even with the current lockdown Housing White Paper, which If you would like to be involved situation, we are still working came about because of the tragic in future consultations or focus on your behalf, albeit digitally. Stay safe and well, Grenfell Tower fire. Its focusses groups, please get in touch with This year, we will be carrying on improving safety for tenants us. We are always looking for out two scrutiny reviews, one on Joyce Hopkins, Chair of CVAG Margaret Clilverd, CVAG member and ensuring that the opinions David Linwood CVAG member

PAGE 15 www.communityhg.com www.communityhg.com PAGE 16 Join your local neighbourhood inspection – on Facebook!

During lockdown, we decided to carry on with neighbourhood inspections (also known We already have 2 successful groups for If you would like to hear how to set up a as walkabouts) every 6 – 8 weeks. Habberley and the Walshes and new members group to help you in your community, contact are always welcome. [email protected] and we will We felt they were an important way to keep an eye on the condition of neighbourhoods Habberley: https://www.facebook.com/groups/ put you in touch with the Litter Pick Group and report any issues to the relevant teams or organisations to make sure that they organiser. don’t get out of hand. tchghabberleyneighbourhoodgroup/ The Walshes: https://www.facebook.com/ To make it easy for residents to tell us about How you can join? groups/tchgwalshesneighbourhoodgroup/ areas of concern and for us to find a way to share We would like to recognise the contributions information about what we have found on our We will be introducing Neighbourhood Facebook of a local Litter Pick Group on the Walshes who inspections, we are setting up neighbourhood pages in all areas over the next few months have made a huge difference to the condition Facebook groups. and inviting local residents to sign up and post of the neighbourhood. The group was set up by suggestions for how things could be improved in residents who were determined to make their How Do They Work? their neighbourhood. community a safe and pleasant place to live. The inspections take place with just the Housing They meet every month and are always Services Officer and Neighbourhood Warden who Launch dates are: happy for neighbours to join them (they take photos of what they have found and they advertise dates and times through 15th April – Broadwaters then post details of what they are going to do to Facebook and we will add details to the 20th May – Wribbenhall new Neighbourhood Group Page) address any issues, on the Facebook Group page. 17th June – Rifle Range All posts and photos are checked before they 15th July – Horsefair go on to the page so that we can make sure 19th August – Comberton 16th September – Foley Park we keep it relevant to the neighbourhood but 14th October – Cookley members can send messages to the Housing 18th November – Spennells/Aggborough Services Officer if they have individual problems 16th December – Hurcott they need help with.

PAGE 17 www.communityhg.com www.communityhg.com PAGE 18 The things you learn when working with us can totally change your life; not just in the short term, but in the long term too as Chantal’s story shows. If you are unemployed, we can help Chantal’s Story Chantal received one-to-one support practiced her interview skills. With lots towards finding employment from The of encouragement and determination, Community Housing Group back in Chantal was offered a job with a local Perhaps you’ve lost your job during the pandemic; or maybe you’ve been out of work for a long time 2018. At the time, Chantal was feeling care home. and wonder if there’s any point in even trying right now. Whilst being unemployed is tough at the frustrated about her future and lacking 2 years on, Chantal found herself out moment, there are still jobs out there and there’s lots we can do to help support you towards your in motivation after applying for of work again and struggled hugely goals and to look towards the future with hope. numerous jobs, but not having any with the lack of routine she was now luck. used to. Chantal received support to help Because of this, she was determined What services can we offer our tenants? identify her skills and improve her to find a new role and with the self-esteem and confidence. Chantal experience from her previous role and knew that she wanted to work in the the skills gained whilst working with Online courses: One-to-one: care sector after caring for her us, Chantal was able to independantly grandparents. With one-to-one find and secure a new job. support, Chantal freshened up her CV, We are super proud of Chantal and all Chantal Job Ready Skills Does working in a group worry you? worked on making applications and of her achievements. CommunityThe Community Housing Housing Group Group Tenant Tenant C.V, applications, interviews, confidence ... ..that’s okay! We also offer one-to-one support over “Being in work gives me something to get up for each day. I feel like I’ve Digital Skills time towards finding found my purpose in life and love helping people.” Basic skills and office software ... employment or training, with an individual plan of action Personal Wellbeing for each person. Who can we help? Managing stress, self esteem, motivation ... We can support you if you’re aged between 16 - 65 and not in any How we can help kind of paid employment. Our service is free. An action plan to help Maintaining a Tenancy Our one-to-one support can be over the We can also lend you I.T. equipment if needed. you to achieve your Manage debts, home maintenance ... phone, via email, video chat or face-to-face career goals (when safe to do so). Helping you to create a CV that stands out in the and can help in any situation, including: Michelle’s Story We do not judge crowd Michelle left her job at Vision Labs when she had her “I did two courses - one was employability and the The skills to be confident daughter in 2015. Due to her daughter’s health other was wellbeing. At first I was very nervous If you’ve been out of work for a long time during a job interview You feel your skills and experience are out of date ... issues Michelle found it difficult to commit to going because I'm not really any good on tablets or Mentoring to discover the back to work. computers. When I was on the course, everyone If you’re lacking in confidence perfect career choice for made me feel welcome and I got into the swing of you Michelle received both one-to-one support and things. I really enjoyed it and that's why I went on You have no idea where to start or have not worked before ... attended a range of courses from the employment to do the wellbeing course. Now I want to do more Finding work experience support team at The Community Housing Group. courses because Vestia gave me the confidence to You feel like work isn’t even an option placements to help you Michelle was very nervous about taking part in an use a computer. I'm no longer afraid, so now You’re worried how you would fit work around kids ... develop online course as her digital skills were very poor. when courses come up, I'm happy to do them” You feel held back by your circumstances Coaching and support Michelle You have a long term illness or perhaps a criminal record ... when you start your new We are able to loan IT equipment to CommunityThe Community Housing Housing Group Group Tenant Tenant career those in need

After loaning her a tablet to use and giving her some guidance on how to use the equipment and access Would you like to find out more? the learning platform, Michelle joined the course and participated. She grew in confidence as the If you are unemployed and struggling, you are not alone weeks passed and she continued onto the Personal Wellbeing course. Call 01562 733133 or email [email protected]

PAGE 19 www.communityhg.com www.communityhg.com PAGE 20 District Housing Officer – Housing Officer – Tenancy Management Income Management

Areley Kings Tim Green Debra Harris Who can I talk to? Bark Hill Yvonne Miller Debra Harris Baxter Gardens Steve Harris Ian Jones Bewdley Town Yvonne Miller Debra Harris Your Housing Services Officer as soon as you can to prevent a Birchen Coppice Steve Harris Sarah Arnold (Tenancy Management) can build up of rent arrears. Rehana Parveen Ian Jones help you with most tenancy Broad Street Steve Harris Ian Jones If you live in a home which is or neighbourhood matters Broadwaters Steve Harris Ian Jones including changes to your classified as Independent Living Chaddesley Rehana Parveen Sarah Arnold tenancy, ending your tenancy, (usually for older and vulnerable Charles St Steve Harris Ian Jones undertaking a mutual exchange people) and could be a bungalow Churchill Rehana Parveen Ian Jones or giving consideration to or flat in an Independent Living Comberton Rehana Parveen Sarah Arnold any alterations you may wish Scheme, your tenancy and Cookley Tim Green Ian Jones to make to your home. They rent account is managed by a Far Forest Yvonne Miller Debra Harris also work in partnership with Housing Services Officer – Care Foley Park Yvonne Miller Heather Lewis your Neighbourhood Warden, Services. Franche Yvonne Miller Heather Lewis identifying neighbourhood Habberley Yvonne Miller Heather Lewis If you have recently moved into concerns, suggestions for area Hales Park Yvonne Miller Debra Harris improvements and undertaking your home within the last 12 Harvington Steve Harris Sarah Arnold regular estate and communal months you may have a Starter Highley Yvonne Miller Debra Harris area inspections. Tenancy (depending on the type Hoobrook Rehana Parveen Sarah Arnold of tenancy you have and the Horsefair Steve Harris Ian Jones Your Housing Services Officer home you live in). You will have Hurcott Steve Harris Ian Jones (Income Management) can met the Housing Services Officer Kidderminster Town Yvonne Miller Sarah Arnold We understand that it can be help you with rent enquiries and already when you started your Larkhill Steve Harris Ian Jones frustrating when you don’t know changes to your income which Lickhill Rehana Parveen Debra Harris might affect your ability to pay tenancy and they should be your who to contact about your Low Habberley Yvonne Miller Heather Lewis your rent. They can signpost you main point of contact for your tenancy or rent account. Stourport New Town Tim Green Debra Harris to agencies who can give benefit tenancy. If you are not sure who Offmore Rehana Parveen Sarah Arnold Our homes and neighbourhoods or other financial advice. If you this is, you can call our Customer Rifle Range Tim Green Heather Lewis are managed by our Housing are experiencing any problems Contact Centre on 0800 169 Rock Yvonne Miller Debra Harris Services Team and there are 40 with paying your rent, you should 5454 and they will be able to Steve Harris Sarah Arnold districts across the Wyre Forest. contact them and let them know help you” Rushwick Rehana Parveen Sarah Arnold Yvonne Miller Debra Harris Name Phone Email Spennells Rehana Parveen Sarah Arnold Stone Steve Harris Sarah Arnold Tim Green 07843357226 [email protected] Stourport Town Tim Green Debra Harris Steve Harris 07980853291 [email protected] Sutton Farm Tim Green Heather Lewis Rehana Parveen 07764691964 [email protected] Walshes Tim Green Debra Harris Yvonne Miller 07921483732 [email protected] Wilden Rehana Parveen Debra Harris Sharron Jinks 07595275638 [email protected] Steve Harris Ian Jones Heather Lewis 07773384439 [email protected] Wood St Yvonne Miller Ian Jones Debra Harris 07843355456 [email protected] Worcester Road Rehana Parveen Sarah Arnold Ian Jones 07843 355454 [email protected] Wribbenhall Yvonne Miller Debra Harris All Independent Living Sarah Arnold 07876873849 [email protected] homes (usually Parmjit Sandhu 07866253959 [email protected] bungalows or flats in Simon Baker 07980 853368 [email protected] Independent Living Trudy Hiscocks 07595 552622 [email protected] Schemes) Sharron Jinks Sharron Jinks/ Mark Williams 07590 981861 [email protected] Parmjit Sandhu

PAGE 21 www.communityhg.com www.communityhg.com PAGE 22 A ‘Kickstart’ into employment for young people

The Community Housing Group is proud to be one of 59 organisations utilising government funding to create job placements for 16-24 year olds across and Wales.

We’re part of the Kickstart Housing Partnership Kickstart roles will be available for people aged led by Clarion Housing Group, the UK’s largest 16-24, living in England or Wales and on Universal provider of affordable housing. The partnership Credit, and applicants will be referred to us by the has secured approximately £6m in government Job Centre. funding that will create over 800 new Kickstart Matt Cooney, Group Chief Executive, The roles where the government pays 100% of the Community Housing Group, said: national minimum wage for a six-month work placement. “We recognise the devastating impact Covid-19 is having on young people with unemployment. As Following the success of this initial bid, further one of the largest employers in the Wyre Forest applications for funding to support additional and a social landlord with nearly 6,000 homes job placements will be made. By the end of the across the district, we’re delighted to play our programme, the aim is to have delivered more part in Kickstart and providing job placement than 1,000 placements, making a real difference opportunities for young people in Wyre Forest”. to young people nationwide. We will provide Kickstart placements across our business, including grounds maintenance, business administration, care & support and construction.

PAGE 23 www.communityhg.com