Issue 61 Spring/Summer 2021

The newsletter for Incommunities and Sadeh Lok customers

City blocks make way for new homes (see more inside)

SEE INSIDE Important Covid-19 advice and information Pages 6-9

also in this Virtual job Homes boost Advice from issue... clubs prove for Bolton our money a hit! Woods matters team page 5 page 11 page 18 More about Rachael Rachael is passionate WelcomeMessage from Rachael Dennis about making a difference to people’s lives and has a great deal of experience in A warm welcome to your latest @home. the housing sector. Her previous role was as the Managing Director, I am delighted and excited to have taken over the South-East region at Taylor reigns at Incommunities, even if this pandemic Wimpey, one of the UK’s biggest housebuilders. makes the circumstances challenging at times. Before that she worked for Catalyst Housing which It’s been lovely to be given such Over the coming weeks and has over 32,000 homes in London and South-East, a warm welcome from months I really want to get to part of a career in social everyone I’ve met so far. Your know every element of our housing that spans over 20 kindness has really helped me work and look at how we can years. settle in. improve our services further. To help me I’m looking forward to Rachael has also held a I am proud to be leading such number of board roles in getting out meeting customers a respected social landlord. I’m housing, the NHS and arts whether in , Kirklees looking forward to delivering charities. and beyond. on our ambitions set out in our strategic plan to 2040 and build In the meantime enjoy your on our commitment to improve newsletter. people’s lives. The pandemic has been difficult for everyone and I would like to thank you, our customers, for your understanding and Rachael Dennis the support you’ve shown our Incommunities teams as they strive to carry Group Chief Executive out repairs, gas services, keep up to neighbourhoods, make essential home visits and more! You can be assured our priority “It’s been lovely to remains to protect you, your families and our staff. be given such a warm Yorkshire welcome from everyone I’ve met so far. Your kindness has really Contacting us helped me settle in.” There are lots of ways of getting in touch with our teams. As well as phoning us, you can email or text us or go to our website www.incommunities.co.uk Sadeh lok Our main email enquiries address is: As well as phoning us, you can email or text [email protected] us or go to our website www.sadehlok.co.uk Our main customer telephone Our main email enquiries address is: number is: 01274 257777 [email protected] Our main customer telephone Please recycle your @home newsletter number is: 01484 435715

Incommunities Limited is a registered society under the Co-operative and Community Benefit Sadeh Lok Limited is a registered society under the Co-operative and Community Benefit 2 Society Act 2014. Registered in with the Financial Conduct Authority No. 30178R. Society Act 2014. Registered in England with the Financial Conduct Authority (FCA) Registered address: The Quays, Victoria Street, Shipley, , BD17 7BN. Number: 26410R and with the Homes and Communities Agency Number: L3807 Our staff also deserve great credit for their response and professionalism in following safe and secure guidance, particularly in carrying out essential home visits. In these unusual times I’m delighted to welcome Rachael as our new Group Chief Executive and know that she is on board with our vision of improving lives. We all look forward to a more positive 2021 and as Chair of Incommunities I am really excited about the future and the prospect of building with Jan more new homes, expanding the business and really embracing digital technology to provide a more responsive service that meets your needs. As an ambitious and customer focused housing The pandemic continues to impact provider that is the way forward. on all our lives but it is nice to see some light at the end of the tunnel! Jan Ormondroyd I would like to add my gratitude to you as we Common Board Chair have had to re-tune and adapt our services over the last 12 months to fast changing circumstances and new lockdown restrictions.

Care team excels in pandemic Our Trustcare response team have had their busiest time ever supporting our older customers in these tough times!

Over the last six months our specialist trained staff responded to over 2,000 calls from people who had fallen or activated their pendant alarm for other assistance at home. Trustcare is available 24-7, every day of the year with callers initially going through to Bradford Council’s Safe and Sound contact centre. Christopher Cotton from Burley-in- is full of praise for the team. He said: “They are always friendly and helpful and provide reassurance to me, my wife and my family that if it’s needed help is a call away.” Zayyan Steadman, Trustcare Service Manager said: “The team has gone ‘above and beyond’ to meet the care needs of people living at home Trustcare team members even though at times stretched by colleagues having to isolate. They’ve also played a key role in taking pressure off hospital admissions.” IMPROVING LIVES INCOMMUNITIESCare team members 3 Giant excavators make short work of blocks Menacing looking machines will soon complete pulling down the last of eight high-rise blocks off Manchester Road paving the way for an exciting development of family homes in their place.

A 140 tonne high reach machine – one of only three in the country – joined two 80 tonne machines to turn the empty structures into rubble. The 1960s built blocks had become more and more difficult to let. Over 60,000 tonnes of debris and materials has been removed from the site and will be recycled and turned into hardcore for roads and construction use. Rupert Pometsey, Incommunities’ Director of Development and Growth said: “Our programme has The giant excavator progressed ahead of schedule in what’s been one of pulls down the blocks. the city’s biggest demolition projects for many years!” 4 Team go ‘virtual’ to help you into work Our Employment Hub team are available to offer a package of FREE online support to help anyone looking for work. The team are working hard with local employers to match new vacancies with job seekers. Hub manager, Nicki Edwards says: “We’ve adapted to the ‘new norm’ to make it as easy as possible for anyone to access our free services from the comfort of their home.” “Our virtual job fairs have also been a big hit and if you’ve missed them you can still see videos of the events on Incommunities Facebook page.” Shahin Raje from Road came along to the team’s first virtual jobs fair and gave it the thumbs up! Whether it’s help searching local job sites, writing effective CVs, advice on making the right She said: “The team showed me some really impression in an interview or finding out about the useful job search tips. After the event I registered right training to help you into work, our team are with the Employment Hub and enrolled on an IT here to help! course to help me into work!” During lockdown they’ve been running live virtual To find out more about how the team can help job fairs and job clubs on Zoom and Facebook you or to sign up for one of their regular online and attracting thousands of views. The team job clubs please ring 01274 257788 or email has produced a range of YouTube videos to help [email protected] people get back into work. They’ve also been The Employment Hub is part funded by the running ‘hashtag hours’ to highlight the latest local European Social Fund and is supported by job opportunities. Bradford Council.

Help for the Windrush generation Some residents and their families who were affected by the Windrush scandal might be able to get the support and compensation they deserve through contacting the Government’s Windrush Help Team. The Windrush Help Team supports eligible people apply to the Windrush Scheme, to get the documents you need to prove your right to live and work in the UK. The team can also help you claim compensation if you lost out on things like employment or benefits because you could not prove your right to live in the UK. It’s FREE to apply to both Schemes. If you, your parents or grandparents came to the UK from any Commonwealth country before 1973, or you came to the UK from any country before the end of 1988, the Windrush Help Team can help you. Call the FREE helpline 0800 678 1925 to speak to a member of the Help Team, or go online and search www.gov.uk/windrushhelpteam Anything you tell the Windrush Help Team will be treated with sensitivity and won’t be passed on to Immigration Enforcement. IMPROVING LIVES INCOMMUNITIES 5 Important COVID-19 customer information We are committed to protecting you, your and news family and our staff and this is our top priority in delivering our services to you. Carrying out repairs Our safe ways of working means we are focusing on carrying out essential repairs. Where this is not the case then the repair could take longer than usual. When contacting us about a repair please ask yourself if it is essential or can it wait. We want to prioritise those most urgent and for those most in need.

If your repair is not an emergency we will book it in and we will get to it. There is no need to contact us again it is in our system. Please be patient. Visiting your home – please follow these guidelines If you would like to cancel and reschedule a repair Visiting your home please call the contact centre To protect you, your family and our colleagues on 01274 257777. we’re asking you to follow these guidelines.

When arranging an appointment with us, it is important that you tell If a member of our team feels us if anyone in your household has Coronavirus symptoms or is self unsafe they may leave. isolating. Our housing teams will only be making essential home On the day of your appointment it visits and following these is important that you tell us if anyone in your household has strict safety measures. Extra Coronavirus symptoms or is self precautions are in place to isolating. protect staff and residents at our retirement living schemes. When we are in your home, it is important that you move to a For more safety separate room. information visit Please open a window for fresh air in the room our staff member www.gov.uk/find-covid-19- will be in. lateral-flow-test-site Our staff member will wear a face mask and gloves. We advise you to wear a face mask or face shield.

If you cannot move to another room, we advise that you maintain at least a 2 metre distance from them. Please open a window for fresh air in the room We advise you to wear a face mask or face shield.

Thank you If you need to re-arrange any appointments with us or if you have any concerns, then please get in touch with us. 6 Contact our customer service team on 01274 257777. Coronavirus is still with us – Important advice to staying safe It is important that everyone continues to follow NHS and Government advice to protect you, your family and your community.

Symptoms to watch for: You can help prevent the spread • a high temperature of infection by: • a continuous cough • staying at least 2 metres away from anyone • shortness of breath you do not live with or anyone not in your support bubble • a loss or change to your sense of taste • washing your hands with soap and water often and smell – do this for at least 20 seconds • using a hand sanitiser gel If you have any of if soap and water are not these symptoms: available • stay at home – do not • covering your mouth and leave your home for at least nose with a tissue or your ten days or have visitors. Anyone you live with elbow (not your hands) must also self-isolate when you cough or sneeze • get a test immediately. Anyone living with you • putting used tissues in the bin immediately and should also get a test washing your hands afterwards • avoiding touching your eyes, nose or mouth if Getting a test your hands are not clean There are three ways of getting a test, • wearing a face covering or mask in shops, you can: supermarkets, takeaways, shopping centres, • book an appointment to attend a mobile testing on public transport and when visiting a medical centre. To arrange this either ring 119 or go to centre or hospital and other places where it is www.nhs.uk/coronavirus hard to stay away from people • ask for a home test kit and to be delivered to your home For the latest information and advice • get a lateral flow test at a local testing centre. go to www.nhs.uk/conditions/ For more information go to coronavirus-covid-19 www.bradford.gov.uk

If you need medical advice go to: • the NHS website: www.111.nhs.uk/covid-19 • or call 111 if you cannot get help online.

IMPROVING LIVES INCOMMUNITIES 7 Important COVID-19 customer information and news

Looking after your wellbeing Many of us are struggling with our mental health as we experience difficult feelings and emotions about Coronavirus.

It is ok to have feelings of worry, sadness, anxiety, loneliness and that you can’t cope. According to mental health charity Mind, more than half of adults (60%) and over two-thirds of young people (68%) feel their mental health got worse during lockdown. Remember: things might feel tough now, but this situation is unusual. And it won’t last forever. There are lots of ways to help yourself cope. If you are worried about how coronavirus might be affecting you there are a number of websites Here are some top tips to help you cope offering practical help and information including: in these difficult times:- Mind - www.mind.org.uk or ring their information • keep to a routine each day, set goals and be line on 0300 123 3393. kind to yourself NHS - www.nhs.uk/oneyou/every-mind- • keep in regular touch with friends, loved matters/coronavirus-covid-19-anxiety-tips/ ones and family The Mental Health Foundation - • do things you enjoy and try new hobbies www.mentalhealth.org.uk/coronavirus/ such as an online course or try a group quiz looking-after-your-mental-health-during- • keep active – physical exercise is a great coronavirus-outbreak way to help your mental wellbeing Useful local information is provided by • get outside if you can and enjoy nature Community Action Bradford and District - click www.cabad.org.uk with a link to a free advice • avoid unhealthy habits such as drinking too booklet – and Bradford and Kirklees Councils much alcohol If you feel your mental health is getting on • give sometime to help others – try volunteering top of you please contact your GP as soon as • make sure you sleep well possible or call The Samaritans on 166 123 (24hour free line).

Support for children For help and support go to and young people - www.kooth.com

There are a range of services available to help young people. Kooth.com is a free online Other useful sites include: mental wellbeing community for children and Mind - www.mind.org.uk young people, available up to 10pm every - www.youngminds.org.uk day. They can get advice, chat to a counsellor Young Minds or meet together in a group forum. NHS - www.nhs.uk 8 Watch out for vaccine cons! Please be alert to scams from fraudsters trying to use the vaccines programme to make money from you.

These include people being charged for fake vaccines or suspicious text messages asking people for their bank details. In the UK, coronavirus vaccines will only be available via the National Health Services and the vaccine is free of charge. At no point will you be asked to pay. The NHS will • NEVER ask you for your bank account or card details • NEVER ask you for your PIN or banking password • NEVER ask to put your name on a waiting list for early access • NEVER come to your home without first contacting you to administer the vaccine • NEVER ask you to prove your identity by sending copies of personal documents such as your passport, driving licence, bills or pay slips If you receive a call you believe to be fraudulent, hang up. If you believe you are the victim of a fraud, please If you are suspicious about an email you have received, forward it report this to Action Fraud to . Suspicious text messages should be [email protected] on 0300 123 2040. forwarded to the number 7726 which is free of charge. Get outside or bring in nature Enjoying nature helps improve our overall mood and reduces stress and anxiety levels.

With Spring here and the longer days why not spend time in your garden doing jobs or sit outside and take time in nature if you can? If you can get out, then try going for a walk, visit your local park and enjoying your local area. If you can’t leave your house, just looking out of your window can help. Take five minutes with nature such as looking at your house plants, listening to the birds, or smelling the scent of some flowers or herbs. IMPROVING LIVES INCOMMUNITIES 9 Homes available across the district Are you or a relative or friend thinking of moving or down-sizing?

We have a range of aordable housing options at 23 locations, ideal for older residents who value their independence. These include onebedroom self-contained ats, studio apartments & larger two bedroom homes. Each site has attractive communal facilities and outdoor gardens or patio seating areas. Residents are also supported by a dedicated Retirement Housing Of cer and have the assurance of being linked to our 24-7 Trustcare Contact us mobile response service. To nd out more about our retirement living See our website: www.incommunities.co/uk/retirement-living options, telephone: Email: retirementhousingo[email protected] 01274 257777

Staff in big funding boost for local mental health charity At the turn of the year, we were delighted to hand over a cheque for £2,817 for the Cellar Trust to support their vital work helping people across Bradford, , Wharfedale and .

It followed a prize raffle of more than 200 gifts donated by some of our suppliers and contractors. Kim Shutler, Chief Executive of the Cellar Trust, said: “We are so grateful for the support from Incommunities particularly in these very challenging times for so many people. “The funding will support our Emergency Our support for the Cellar Trust came on top Appeal which of money donations we made to three local is to increase foodbanks to help families in need in the run the capacity up to Christmas - Bradford Central Foodbank, of our crisis Bradford Metropolitan Food Bank and the provision when Welcome Trust in Kirklees. people are at We are also continuing to collect food and other their lowest.” essential items at our Heyford Court base. 10 Homes available Homes boost across “The home is the district for Bolton Woods fabulous with a lovely enclosed garden Happy homehunters have snapped up homes and it’s nice to have other Are you or a relative or friend on our latest development at Bolton Woods. young families on the thinking of moving or down-sizing? development.” The last of 40 family-sized houses released for “We had been – Kiren, proud new resident We have a range of aordable housing options at 23 locations, ideal for older affordable rent and ‘Rent to Buy’ were completed living with our residents who value their independence. These include onebedroom self-contained in December. in-laws and really wanted more space to ats, studio apartments & larger two bedroom homes. Among the delighted new tenants are Kiren and enjoy ourselves as a family. Each site has attractive communal facilities and outdoor gardens or patio Mohammed Wasim and their young daughter Sumaiya who moved from . The family “The move happened very quickly and seating areas. Residents are also supported by a dedicated Retirement had registered with BradfordHomes to help them Incommunities were great in helping things go so Housing Of cer and have the assurance of being linked to our 24-7 Trustcare Contact us make the right move. smoothly. It’s been a life changing move.” mobile response service. To nd out more about Kiren said: “The home is fabulous with a lovely The Bolton Woods development includes a new our retirement living enclosed garden and it’s nice to have other young road named ‘Ian Greenwood Way’ in tribute to options, telephone: families on the development. our former board member and leader of Bradford See our website: www.incommunities.co/uk/retirement-living Council who sadly died in 2018. Email: retirementhousingo[email protected] 01274 257777

Pic showing our new two and three bed homes at Bolton Woods

New family homes

take shape in Undercliffe Artists impression showing the new homes at the old Sycamore Court site. Diggers and brickies are turning the site of former outdated sheltered housing into a smart new development of family-sized homes. All 25 homes for rent being built off Otley Road, Bradford, will be released to local homehunters when completed in the Summer. The mix of three and four bed houses will be within easy reach of the city centre and include ample parking. More homes are being built in Manningham to replace out dated flats. IMPROVING LIVES INCOMMUNITIES 11 Gas servicing – keeping you safe in these tough times

A big thank you to everyone who continues to help us carry out gas checks in your home following safe and secure guidelines.

Over the last year our engineers completed 18,324 gas services and 23,023 repairs and we’ve “The engineer doing received lots of lovely feedback from you about the service. my gas service took his time to explain what he was It is important that you doing and why. He made me feel safe and at ease working continue to give us access “Thank you to the so we can: in my home.” gas engineer who  ensure your gas appliances are Susan from BD8 attended. He was careful SAFE to use and really helpful. I was  ensure your appliances are running very happy with the work” efficiently – saving you money Ann from Allerton  reduce the number of repairs we need to do All our gas – saving us money engineers will Our gas servicing contractors will write to you follow the latest about a week before your annual safety check safety advice when is due. If the date of the appointment is not making their visit including maintaining social convenient, please call the telephone number distance and wearing face masks and gloves. provided on your letter The vast majority of our customers are able to and we will re-arrange keep to their agreed appointments, which helps it. If you or anyone in us keep you and your neighbours safe. Thanks the household is Covid to your support we also have an excellent gas positive, has Covid-19 service and safety record. symptoms, or is isolating due to close contact with someone REMEMBER - If you fail to keep an who is positive, we appointment for your annual gas safety will rearrange your check we could take legal action to gain home visit. access and complete the service. If this happens you may be charged for the costs incurred. 12 Legionella important customer information What is Legionella? Legionella is a serious pneumonia-like illness It is important that you: which can be caused by inhaling small droplets • ensure your hot water systems are in of water containing the Legionella bacteria. In working order homes, the bacteria can be found in certain • do not adjust the settings on your boiler conditions in the hot and cold water systems. It and heating system. Your hot water can thrive in temperatures between 20ºC-45ºC. should be set to 60ºC • make sure cold water coming out of your Our responsibilities taps is cold As your landlord we have a legal responsibility to • flush through any showers in your property at least two minutes every week help prevent the Legionella bacteria developing in local homes – this includes carrying out full risk • clean your shower head, descale and assessments. However, you, our customer, also disinfect at least every three months have a key role in reducing any risk.

Please contact our Customer Contact Centre on 01274 257777 (Incommunities tenants) or 01484 435 715 (Sadeh Lok tenants) immediately if: • your cold water is still running warm after you have run off any water which may have built up in your pipes • you have problems with water flow, bits in the water or discolouration • the boiler or hot water tank is not working properly or your water is running hot! If you have been away from your home for two weeks or more, on your return please remember to flush your water systems through by running your taps for at least two minutes.

Estate teams in big trial of eco mowers and cutters! Our gardeners are getting ready to roll out more electric machinery to cut their carbon footprint and boost performance. It follows a successful trial over the Autumn by estate teams across our communal sites which “We are now included battery powered ride-on mowers and arranging a large electric cutters. scale trial using more As well as reducing emissions, our machines over the 2021 operatives were impressed by the standard grass cutting season. If they of cutting and lower noise levels. do the job for us, we will look at rolling out more Dean Blomfield from our Grounds electric and hybrid Maintenance Team said: “We are committed equipment.” to improving our ground work and give good value for money to our customers.” IMPROVING LIVES INCOMMUNITIES 13 Spotting the signs A specialist team at West Yorkshire Police dedicated to supporting slavery victims and bringing those responsible to justice are urging members of the public to be their “eyes and ears” and know how to spot potential signs of this crime.

Human trafficking and modern slavery offences are usually linked to other forms of serious and organised crime. Detective Chief Inspector Fiona Gaffney said: “I would urge everyone to stop and think for a second – slavery is still happening today and it could be happening on your street or in your workplace. “Victims continue to be vulnerable to exploitation during this pandemic and I urge you to continue to keep looking for victims in the communities around you. If you see something suspicious or that simply doesn’t feel right then please let us know.”

If you have reason to suspect trafficking or human exploitation, please report information to the Modern Slavery Helpline on 08000 121 700. In an emergency, call Police on 999.

Signs of modern slavery

Physical appearance • Shows signs of physical or psychological abuse, look malnourished or unkempt, anxious/ agitated or appear withdrawn and neglected. They may have untreated injuries.

Isolation • Rarely be allowed to travel on their own, seem under the control, influence of others, rarely interact or appear unfamiliar with their neighbourhood or where they work.

Poor living conditions • Be living in dirty, cramped or overcrowded accommodation, and / or living and working at the same address.

Restricted freedom to move • Have no identification documents, have few personal possessions and have little opportunity to move freely.

Unusual travel times • Be dropped off/collected for work on a regular basis either very early or late at night. • Unusual travel arrangements- children being dropped off/ picked up at unusual times and in places where it isn’t clear why they’d be there.

Reluctant to want help • Avoid eye contact, appear frightened or hesitant to talk.

14 Source: Unseen More Sheffield homes handed over! Sadeh Lok have taken ownership of 16 new two and three bedroom homes at Bannerdale. The homes for rent have been bought from Barratt Homes as part of a local planning agreement. We are working with Sheffield City Council to arrange the final few lettings. More affordable homes are also being released in Norton at a Miller Homes development of 140 houses and apartments. To find out more about future releases from Sadeh Lok please ring 01484 435715. Farewell Naminder! At the end of 2020 we said a fond farewell to Naminder Sian, our long serving scheme warden Derek and Sheila at Rose Court. Naminder started working at our Ravensthorpe scheme say ‘goodbye’ to on the day it first opened in 1993 and also lived there with her family for many years. customer panel Bushra Nazir from Sadeh Lok said: “Naminder has been ‘part and parcel’ of Rose Court for three decades and is A big thank you to much loved by the residents and staff. Derek Ramsden “She has been a dedicated carer and we all wish her well in and Sheila Marsh her retirement. Once the pandemic is over she’s promised who are sadly to pop in for coffee and a catch-up!” stepping down after many years In 2018 Naminder Sian (pictured) was presented with a serving on our bouquet of flowers to celebrate her ‘silver anniversary’ Customer Editorial serving residents at Rose Court. Panel. On behalf of everyone at Sadeh Lok we welcome The Cottingley couple have been key Ann-Marie Mawers who takes over from Naminder. members of the panel giving their valued Ann-Marie has over 20 years experience of working feedback on each @home, our annual with older people and is settling in reports and on other important customer well with the residents. communications. They have also given their views on our services as members of our Senior Voice group. On behalf of everyone our good wishes to you both. There are lots of ways customers can help shape our services. If you are interested in getting involved, please contact [email protected]

IMPROVING LIVES INCOMMUNITIES 15 We are improving the way we handle complaints

At the end of 2020 we surveyed those customers who had recently made a complaint to us where we had an email address and address to reach them.

This was part of a review we wanted to do to learn lessons from customer complaints and improve our service to you. From the responses received, 65% of people replying said they found it easy to make a complaint. Those respondents who didn’t think we handled their complaint well said this was due to our lack of ‘ownership’ of their complaint, being passed around and the unacceptable time it was taking to resolve a complaint. Did you know? Over half of those surveyed (54%) felt the information Out of 1,175 complaints logged we gave was clear and easy to understand, whilst 46% said we needed to improve how we share information between April – December 2020, between departments. They also felt staff could be 98% were resolved at the first stage. more understanding. Like most social housing providers In response to this customer feedback, we will be making a our repairs service receives the number of changes to improve how we handle complaints. highest number of complaints, but We will also be sharing more information on our website and it represents only about 1% of all promoting our new complaint leaflet in public areas. jobs completed. You can be assured we value all complaints and your feedback to improve our services to you.

Recruiting more staff - We have also taken on How we will be improving? more staff to help us reduce a back log of repairs Here are a few of things we are doing to improve which has built up due to the Covid-19 outbreak. our services: In Neighbourhood Services we are also reviewing Reporting damp and mould - we are working how we handle reports of anti-social behaviour on a new way of dealing with damp and mould (ASB). This will include setting out what you which can sometimes be complex to resolve. This can expect from us when you make an ASB includes using new skills and equipment to help report and make clear how we will work with you get to the bottom of an issue more accurately and other parties such as the Police to resolve and focus on delivering the right outcome for the cases satisfactorily. customer and quickly. We are registered with the Housing Ombudsman Van stock improvements - We are introducing Service (HOS) which means you have the right a new system to improve access to the right to contact the HOS if you are dissatisfied with the materials/parts our workforce need to complete outcome or handling of your complaints. a repair on their first visit. We plan to go live with For more details visit their website: this in April 2021. www.housing-ombudsman.org.uk/

You can log your ‘compliments, comments and complaints’ at www.incommunities.co.uk/compliments-comment-and-complaints 16 Getting in touch with the Housing Ombudsman

We work closely with the Housing Ombudsman who has recently introduced a new complaint handling code of practice for landlords to follow. To find out more information please see the website: www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code If you are unhappy with the way we have handled your complaint you can raise this with the Ombudsman by going to www.housing-ombudsman.org.uk The Housing Ombudsman publishes investigation reports about landlord complaints which provides transparency and accountability. These reports are now available on their website: www.housing-ombudsman.org.uk/2021/03/09/housing-ombudsman-starts-publishing-its- investigation-reports-on-individual-cases/

Delivering new homes in North Yorkshire Our development team are eyeing more housing “We have been living sites after successfully releasing our first new with my parents and homes for rent in the Harrogate area. making the move gives us a new start in an attractive Eight smart new one, two and three bedroom development.” homes have recently been snapped up by Kimberley Revens local homehunters in a letting agreement with Harrogate Borough Council. Four more properties are set aside for shared ownership buyers. All the homes were bought from developers on the Ascot Place development, near Boroughbridge, as part of a planning agreement, known as Section 106. Kimberley Revens and her two young daughters moved into one of the rented homes in February and are over the moon. We are also working with developers to offer four new family homes in Rainton, close to the A1, along with two shared ownership sales. Rupert Pometsey, Incommunities’ Director of Growth said: “We are determined to offer more Pic shows affordable housing options in the Yorkshire area Kimberley outside and over the last two years we have added her new home near new customers on developments in Skipton Boroughbridge. and Sheffield.” IMPROVING LIVES INCOMMUNITIES 17 Managing your money

The pandemic has left many people anxious and struggling to make ends meet and lots Here of our customers have seen their living to help If you costs go up whilst incomes fall. are struggling to pay off debts Our Money Matters team is here to help If you feel you need please contact us. you through these difficult times. Dedicated help and want to talk to We can put you in staff are available to help you:- us, in confidence, touch with the right please call the Money support and • claim benefits Matters team on advice. • draw up a household budget plan 01274 254777 or send us • get the best energy deals to cut your bills your details through our online referral form on our website • open your own bank account – we have - go to www.incommunities.co.uk/money-matters – helped more than 1500 people set up and we will call you back. their bank account If you are a Sadeh Lok resident and need help please •  find affordable furniture for your home contact the Customer Service Team on 01484 435715 • open a savings account with Bradford or email [email protected] District Credit Union or Credit Union • find affordable home contents insurance Case Study Kelly is a sole carer of her children and was struggling to make ends meet. She was facing What one customer said: legal action because of rent arrears and also owed money for Council Tax, gas and electricity “The service was exceptional, and other services. The team was also able to really pleased with all the help put Kelly in touch with other support agencies in I was offered…. I’m so grateful to her community and reassure her that she could Diane, she was amazing and really get through the situation. helped me… you made me feel really The Money Matters team were able to help Kelly comfortable talking about my bills with budgeting guidance and claim the right as well as debts and helped me benefits that increased her income. We also understand that I’m not alone. helped her switch to a more affordable energy Knowing there is help available provider. We agreed an affordable payment plan for her rent arrears and supported her to really means a lot to me. get in touch with other companies she owed Thank you.” money to. The team was also able to put Kelly in touch with other support agencies in her community that could help her feel happier in her home and also reassure her that she could get through the situation she was now facing up to.

If you are finding it difficult to pay your rent please contact us straightaway on 01274 254777 or email [email protected] 18 or 01484 435715 or email [email protected] Feeding your family Applying to the European on a budget Union Settlement Scheme Many households are facing extra pressures on their food bills right now, especially if someone If you or your family members are EU, EEA in your home has lost their job or working less or Swiss citizens you must apply to the hours. Here are some great tips to making meals European Union Settlement Scheme (EUSS) and saving money too! by 30 June 2021 in order to continue to live, work and study in the UK after this date. • do a weekly menu plan before you shop, that Each family member must apply individually. way you know exactly what you need All EU, EEA or Swiss citizens and their family • plan your shopping and make a list – buy what members living in the UK before 11pm on 31 you need for one or two weeks December 2020 must apply for pre-settled • try going online. It’s a great way of comparing or settled status under the EUSS in order to prices and checking what’s in your trolley carry on living lawfully in the UK. Citizens with a permanent residence card will need to •  check out blogs and ideas online to make the apply to the EUSS because that status will most of your weekly food not be valid after the 31 December 2020. •  eat healthily and try to have five types of fruit To make an application and obtain and veg every day further advice please visit www.gov.uk/ If you have children and your income has been settled-status-eu-citizens-families. The affected by the pandemic you may be eligible for information is also available in 26 languages. free school meals. For more information contact We can offer guidance and support with your school. your application - please contact us on 01274 254777 or 01484 435715 (for Sadeh Emergency food parcels Lok customers) and vouchers If you are worried about not having enough Handy tips to help you money to buy food please contact us. We know it can be difficult and worrying talking to someone manage your money about these issues, but many of our customers tell us they feel better after speaking to our Managing your money coming in and out can friendly team. sometimes be a juggling act. Here are some top tips to help you keep on top of things. We can provide emergency food parcels and vouchers to redeem at local foodbanks for food. • Set a budget and stick to it each week Going to a foodbank can help you get through • Try using a budget planner – visit a tough time in your life. You don’t need to be www.moneyadviceservice.org.uk ashamed to ask for some help. • Look at ways to make savings. Even saving a small amount every month adds up. There are also lots of free mobile apps to help you track Make things easier your spending and see where cut backs could and use Direct Debit! be made Setting up a Direct Debit is the easiest way of • Check your bank account regularly – know paying your rent and managing your spending. what’s coming in and what’s going out It’s the safest and easiest way to ensure your rent • Make sure you are getting all the benefits you and other bills are paid straightaway and on time. are entitled to. Go to our ‘Better Off’ guide on or Paying by Direct Debit can be very flexible and website to check your entitlements you can pay weekly, fortnightly or monthly on any www.incommunities.co.uk/better-off-iframe day that suits you. It is easy to set up – just call the Income Team on 01274 254777 or Sadeh Lok on 01484 435715. IMPROVING LIVES INCOMMUNITIES 19 We Competition have two Every year our Estate Services teams create some amazing £20 wildflower displays across the district to brighten our shopping cards up for neighbourhoods and attract lots of wildlife. grabs Here’s a colourful display taken in . Spot the bees! Can you spot five bees and butterflies in the picture? Circle them and post your picture entry to FREEPOST Incommunities or scan your entry and email [email protected]. You could win a £20 shopping card. Closing date: Competition open to Incommunities & Sadeh Lok tenants & Leaseholders. Friday 7th May 2021

Take a look at our ‘how to’ DIY videos We have produced a series of easy-to-follow DIY videos to help you do those little jobs around your home. They include everything from unblocking your bathroom sink and changing an outside light bulb to resetting a trip switch in your fuse box or cleaning your shower head. These are available on our Facebook and on YouTube www.youtube.com/user/Incommunitiesgroup

20 Fuel poverty campaign supports families

With winter taking its grip in the new year we were “We want to proud to support the local No Child Cold campaign to ensure everyone help keep thousands of children warm this winter. that needs help gets it.” We joined businesses, community groups and It’s estimated at least local people with our pledge of £2,000 to help 21,000 youngsters in Dave Dickens families struggling to keep up to their heating the district are living in bills as children stayed away from school in the households in fuel poverty. latest lockdown. The No Child Cold campaign is supported by Bradford Council with Citizens Advice coordinating small grant payments to eligible households towards their home heating. Dave Dickens, Incommunities’ Director of Income and Customer Services, said: “The impact of the latest lockdown has had a devastating effect on many family budgets.” By March, the campaign had raised Dave Dickens is pictured an amazing £120,000 which is being with Geraldine Howley with distributed to local families. our donation to the campaign.

Housing stalwart Ralph steps down Everyone at Incommunities would like to wish Ralph said: “A lot of credit must go to my fellow Ralph Hewitt well following his decision to step ‘involved customers’ and staff for their hard work.” down from his busy involvement work with us Adrienne Reid, who heads up Incommunities stretching back 17 years. Neighbourhood Services said: “Ralph knows Ralph from Haworth Road served as a Board housing inside out and his contribution is greatly member, Chair of our former West City Local appreciated by everyone at Incommunities. Management Trust and as a member of “He has always been ready to speak his our Community Trust Panel. mind to ensure the right improvements He has always been committed to were made for the benefit of our standing up for tenants’ rights and in customers. We all wish Ralph 2015 received a special award from and his wife Joan many years of Incommunities for his dedicated happiness ahead.” long service as an ‘involved tenant’. Ralph and Joan are now looking forward Ralph has also supported his to putting their feet up and leaving own community serving as housing matters to others! Chair of the Haworth Road “It has been an In recognition of Ralph’s tireless work he Tenant and Residents honour to serve my was given a hamper from his favourite tea Association for over fellow tenants and at shop, Bettys and Joan received a bouquet 20 years, standing as the same time be a part of flowers. a school governor and of the development of supporting a European Incommunities.” funded community project. IMPROVING LIVES INCOMMUNITIES 21 INCOMMUNITIES CONTACTS East & South

Area Neighbourhood Contact tel: Officer Javed Khan 07837 999768 Holme Wood Julie Fowler 07900 138285 Holme Wood & Wendy Clayton 07900 406407 Bankfoot Holme Wood & Kirsty Smith 07908 549372 Harrogate area Butterhsaw, Woodside Jayne Wormald 07837 999367 & Low Moor Here is your Taylor Overton- 07837 999787 Spring/Summer 2021 Bennett Claire Flesher 07900 406432 up to date neighbourhoods Anne-Marie Corbett 07983 373377 Scholemoor contacts list. Vikki Barrett 07393 761853 & Bierley, Wycoller & Aire Wharfe Becky Crawley 07717 151026 Skipton Area Neighbourhood Contact tel: Officer Lawkholme, Guardhouse, Lee Keach 07837 999586 Highfield, Fell Lane & Braithwaite (new build) West City Bracken Bank, Broomhill & Parkwood Linda Wear 07890 999486 Rise Area Neighbourhood Contact tel: Officer Burley-in-Wharfedale, Ilkley, & Amy Duggan 07717 151891 Pollard Park & Manchester Road low Bobbie Atkinson 07837 999599 Central, rise flats Crossflats, & Rachel Lees 07837 999276 West Bowling Afzal Khan 07900 406422 Crosley Wood Canterbury & Lower , Neil Powell 07837 999610 , Morton, Grange Gemma Drayton 07796 996194 Utley, Eastburn, & Steeton Canterbury Nicola Erswell 07810 325978 Halifax Road, Kennedy Allerton Laura Barry 07388 857232 House, Cottingley, Zak Hussain 07837 999569 Lilycroft, Heaton & South Street, , Sharon Brown 07584 617987 Harden & Woodhouse Four Lane Ends Braithwaite, , Bev Lockwood 07903 893727 Manningham, West Lane & WhiteAbbey & Whetley Mohammed Usman 07717 150633 Queensbury, Lane Haworth, , Harjit Thandi 07958 543328 & Thornton & Clayton Debbie Woodhead 07900 406411 Allerton Karamat Hussain 07837 999406 Swain House and Dawn Aaron 07795 283316 upper Manchester Road high rises, Newcastle Thorpe Edge lower Debra Parsons 07837 999 792 Sam Czakon 07931 972698 and Fairfax House & Longlands 22 Shipley and North Neighbourhood Services 01274 257777 Anti-Social Behaviour Hotline 01274 254274 Area Neighbourhood Contact tel: Estate and Support Services 01274 257990 Officer Gas Services 01274 254040 Owlet and Crag, Festival Avenue & Amanda Turner 07837 999581 Income Team 01274 254777 Windhill Leasehold/Home Ownership 01274 254275 Shipley Central, Repairs Hotline (24-hour) 01274 257003 , Norwoods & Caroline Busfield 07919 211492 Wycliffe Gardens Bradford Council’s Hoyle Court ,St Housing Options Service 01274 435999 James and St Johns, Charlotte Morris 07837 999791 Southcliffe, & Higher Coach Road Leeds Road, Amberley Court, Webber Court Diane Forbes 07960 150471 Retirement living and Durkheim Court Sites Retirement Contact Tel Village, Housing Officer Baildon Green & Ian Taylor 07837 999409 Lower Coach Road Ivy Bank Court, Baildon Ade Amidu 07769 966589 Ravenscliffe, , Greenbank & Knoll Myrna Hayward- 07944 611225 Idle, Lower Thorpe Lucy Woodman 07837 999227 Gardens, Baildon Smith edge Earlswood, Wyke Alison Whiteoak 07947 611216 Otley Road and Leeds Saifur Choudary 01274 257777 Manor Court, Road BD3 Amanda Nommik 07506 741045 Cottingley , Thornbury & Muminal Islam 07956 429364 Wellesley House, Norton House & Undercliffe, Dayvid Cox 07795 812498 Fortesque House, Natalie Bateson 07957 444741 and York House Derby Place, Ernest Labad 07837 999398 Roseberry, Alma, Thornbury Leeds Road & Rachel Marsden 07837 999414 Shuttleworth House, Windhill, Helen Rector 07950 523750 Thornton Road Fagley Victoria Thornton 07507 849796 Maple Court, Bingley Janet Warren 07768 792487 , Hsg Team & Eccleshill, West Royd, 07538 092584 Forester Court, Lindsey Greenwood Jayne Currell 07768 217861 & Bolton Woods Denholme Ormond House & Brentwood Gardens, Kelly Baldwin 07837 999655 Staincliffe Court & Our main customer telephone number is Beth Hudson 07950 523769 Brierdene, Silsden 01274 257777 Goodwin House, Naseem Akhtar 07795 801085 As well as phoning us, you can email Queensbury or text us or go to our website Southfield House & Aynholme Drive, Sue Knight 07795 812497 www.incommunities.co.uk Addingham Our main email enquiries address is Farish House, Sinade Galindo 07990 520421 Northdean House, [email protected] Mark Fielding 07947 611225 Heights Lane Ashfield Court (Bingley) & Northcliffe Tahir Khan 07500 339524 View, Windhill

Sadeh lok Mobile Retirement Susan Knight 07795 812497 As well as phoning us, you can email or text Housing Officer us or go to our website www.sadehlok.co.uk Rose Court, Ann-Marie Mawers 01924 458812 Our main email enquiries address is: Ravensthorpe [email protected] Our main customer telephone number is: 01484 435715 IMPROVING LIVES INCOMMUNITIES 23 What’s that noise? Here are some hints to understand why your fire or burglar alarm may be sounding and how to silence them. Why is my fire alarm continuously beeping? Testing • A continuous beep or ‘chirp’ often indicates It is your responsibility to regularly test your smoke the alarm batteries need changing. If the alarm and CO2 alarms and report any faults to us. To test is battery operated, it is your responsibility to your fire alarm, press and hold the ‘test’ button – change the batteries. after a few seconds, a siren should sound whilst • If you change the battery and it is still chirping, the button is pressed. If the sound is weak or non- the battery may be loose or installed improperly. existent, you need to replace the batteries. The alarm chamber could also be dirty, these can be cleaned by wiping the outside vents, or gently You may be eligible for a Safe and Well visit vacuuming the unit. from your local fire service. Search online for ‘Safe and Well’ plus the name of your • Another cause could be an electrical fault local fire service to find out more. causing power to the unit to be disrupted, or the alarm may have reached the end of its life. Why is my burglar alarm sounding? If you are unable to isolate the beeping alarm and are • A blown fuse may have triggered your alarm, usually concerned the alarm is not working properly, please entering your alarm code or resetting it with the key contact Incommunities so we can repair or replace it. will silence it. If you are unsure of the alarm code you How to temporarily silence smoke alarms may be able to reset it by pressing ‘clear’ or ‘reset’. Firstly, ensure this isn’t a real fire before silencing • If the alarm will not stop sounding, it may need the alarm. The ‘hush’ feature on many alarms silencing at the switch board. Doing so sometimes allows it to be silenced for up to 8 minutes when activates a backup battery which takes up to 8 hours to something, such as smoke from cooking, activates drain. If you have followed these steps and the alarm is the alarm. This can be done by pressing the “Test/ still sounding, please contact the contact centre. Hush” button on the alarm cover. The feature can • If your burglar alarm is beeping intermittently, the be used repeatedly until the air has cleared. battery may need to be replaced. For battery powered alarms it is your responsibility to renew batteries. Please get in touch with our Customer Contact Centre on 01274 257777 if you are unable to do so.

Calling the Did you know? ‘green doctor’ can A free Green Doctor phone call can help you: Since 2016, Green Doctor consultations •  save you money! cut your energy bills or have been provided to avoid getting into fuel debt 445 The last year has seen many of us spending Incommunities • get financial help towards much more time at home, with many workplaces and Sadeh Lok your heating closed and children off school for long periods. customers. • receive energy efficiency tips This means more power, heating and water used and advice on water rates in our homes leading to higher bills. Alexis Durrant from our Sustainability Team said: Did you know there is a free service that can “Rising bills have been a real problem for many help you save money and cut your fuel costs? UK households, especially in lockdown but there Over the last five years we have teamed up with is help out there. Yorkshire community organisation, Groundwork “The Green Doctor scheme has continued to put customers in touch with their ‘Green throughout the pandemic and can do more good Doctor’ scheme. than ever before.”

To ask for a referral to the Green Doctor please contact the Sustainability Team on 07951 701995 or email [email protected]

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