Summer 2017

The magazine for South Housing Association customers

Your award- winning team

BIG MORE Putting customers Savings Investment FIRST Front cover: Andrew Kenny and Claire Greatbatch from Property Plus collect the Repairs & Maintenance prize at the Housing Excellence Awards WELCOME to the summer edition of News Extra, the magazine for customers of SSHA and Care Plus.

We have some great stories It’s great to see the results of that work to share with you. As well in this publication, with news of big savings and extra investment in homes as celebrating the national and services. awards that we have won I Also in these pages you will see am sure that you will be just that we want you to get involved, as delighted to see some helping us to provide the excellent If you are online, through a laptop, fantastic successes from our housing, care and support that our PC or smartphone, please make sure that you register to receive important Fair Landlord campaign. communities really need. Take part in our surveys to tell us how we are information from us (including this As you know, Fair Landlord is about doing and suggest ways that we could magazine) electronically. Make sure we have your current email address – we making sure that we spend wisely. improve or join June Jones on one of will be contacting you soon to tell you Just like thousands of families we our new customer panels. You could have to keep to a budget. That means about new ways to get in touch with even work for us – check out the latest making some tough choices, especially us and extra services available through vacancies on page 17. at a time when housing association our website. incomes are reducing. Fair Landlord Before I sign-off and leave you to ensures that the choices we make enjoy the following pages, I wanted Jan Goode benefit the majority of customers. to give you one important reminder. Neighbourhoods Director Your voice counts: results from your feedback When you receive a particular gave us nine out of ten for our lettings service from us, we might process, telling us that it was easy contact you to ask for your to follow. Importantly, customers said that they would be very likely feedback. These surveys help to recommend us to a friend or us to understand what we family member. need for follow-up calls when visits are doing well and where we by inspectors are necessary. We have might be able to improve. We spoke to 119 customers introduced changes to both those after repairs had been carried services as a result of your feedback. Some of these short, telephone out on their homes. Again, you surveys have focused on our told us that you found the process Customers also said that they allocations process and our straightforward, that you were satisfied wanted more advice about damp repairs service. with the work and that you would and condensation. Our customer recommend the association. service team now provide advice We spoke to 69 new tenants and information about damp who shared their experience of Some customers who had requested and condensation when you call, our application and allocations repairs gave us additional pointers explaining how you can tell the process. We were really pleased to to help us improve. They highlighted difference and what you can do to see that a big majority of customers delays to major work projects and the tackle condensation in your home. 2 National award for home improvements

A project to improve homes for tenants of Housing Association (SSHA) has won a major award at the Housing Excellence Awards showcasing the best in UK housing. At the Manchester awards ceremony Property Plus teams installed 400 on 25 May, Property Plus won the kitchens and 500 new bathrooms last Repairs & Maintenance prize for a £14m year. A total of 700 new boilers cut maintenance project to install new yearly energy bills for customers by bathrooms, kitchens and boilers and an average of £300 and the popular upgrade homes for customers. ‘Home MOT’ service is ensuring that Sharon Davies in her new kitchen every home receives a maintenance The project has helped the housing facelift, a neighbourhood at a time. association not just to maintain its investment in home maintenance but We are absolutely “We are absolutely delighted to to increase spending at a time of rent have won such a major award,” said reduction and welfare reform. Bringing delighted to have won Housing Plus Group chief executive significant cost efficiencies, it has such a major award Sarah Boden. “When we created the boosted satisfaction for staff as well new Group we said that we wanted as customers. The prestigious prize in the Housing to provide the best possible homes Excellence Awards is the latest in a and services for local communities. The award-winning home string of accolades for Housing Plus The people who are part of our Group improvement service is now being Group, whose member companies work incredibly hard because they made available to customers of include Severnside Housing, Care Plus want to make a positive contribution Severnside Housing, also part of the and Severn Homes as well as SSHA and and it is fantastic to see their hard work Housing Plus Group. Property Plus. receiving national recognition.”

TV presenter Martin Roberts, Andrew Kenny and Claire Greatbatch from Property Plus and award sponsor Kevin Moses at the Housing Excellence Awards

3 Stronger together – putting customers FIRST When the new Housing Plus Group was formed last year, we said that it would be a stronger, more Here are some of the highlights we effective organisation striving to do more for wanted to share with you: customers in Staffordshire and . We don’t make promises we can’t keep. • Our 30-day repair promise We were confident that as a larger, stronger Group we would be WE SAID we would complete 95% of your able to deliver on our commitment to provide the best possible repairs within 30 days homes, care and services for people and communities. WE DELIVERED: 97% of repairs were During the busy preparations for the launch of the new Group completed on time and the big changes that have followed, though, we thought that there might be some short term setbacks. • Home improvements So at the end of a historic year for the association, we are really WE SAID all our home improvement projects pleased not only to have excelled in a series of national awards but also to have met and even exceeded our service targets would be carried out within budget to customers. WE DELIVERED: 100% of these projects came in within budget We are proud to be a strong local organisation, supporting • Customer service people and families in our WE SAID that we would answer questions, communities requests and queries to our customer service team in a single contact, without asking you to call back or wait for information “I’m very pleased with these results because they demonstrate that in our new Group, one very important thing hasn’t WE DELIVERED: 90% of your queries were changed. We are continuing to put customers first,” said chief resolved in a single call executive Sarah Boden.

“As our organisations joined together, learned more about Rent arrears each other and introduced changes to ensure that we were • providing the same service and support across Staffordshire and WE SAID that we would keep rent arrears down Shropshire, we never let our standards slip on the work that we to 2.24%, ensuring that customers who pay do for customers, every day. their rent on time, every time, are not unfairly subsidising debt “We are proud to be a strong local organisation, supporting people and families in WE DELIVERED: rent arrears fell to 1.34%, our our communities. The fantastic lowest ever figure. achievements of the last year underline our unshakable commitment to Satisfied customers customers in what • continue to be very WE SAID we would achieve customer challenging economic satisfaction ratings of 90% with our circumstances for repairs service individuals, for villages WE DELIVERED: 98% of customers told us that and communities they were happy with the repair service that they in this area and for housing associations had received from SSHA Sarah Boden, chief executive across the country.” 4 Customer service is changing. “The team is a lot more than a call centre; it’s about solving problems, offering advice and having an amazing knowledge of our services Ian Roberts, head of customer services”

For many customers, the teams who answer your queries by “Our aim is to improve the service telephone or email are not just your first-line of contact with we provide to customers and to deliver fantastic value to the us, they are the people who represent our organisation. association. We will be updating Ian Roberts is our new head of want to do the best that they can for you on the improvements we are customer services. He joined us in our customers.” making, in future issues of your April this year, with a great deal of customer magazine.” experience delivering great customer At the moment both teams are service across a range of public and taking part in in-depth training to private sector organisations. He help them develop the same shared his views on the importance knowledge of the operations of the team to our customers and to in Staffordshire and the association: Shropshire. Eventually, that will mean that the “There are some amazing people advisors can come working in our teams at SSHA and together as a single Severnside. The team is a lot more team, providing than a traditional call centre. They are the same service to some of the most knowledgeable customers, wherever people in the organisation with an they live. amazing understanding of all the services we offer, our policies and “Looking forward, everyone who works here. once we have reached that point “We want to provide you with the we will be introducing answers and information you need new ways for customers with a single call or email. So, rather to contact us, including than asking you to leave a message options to access advice, log or calling you back, the advisors will repair requests and more try to resolve your query straight through our website 24:7. away. It takes a very special person to work in this kind of team. These are problem solvers, advisors, excellent communicators and people who

Our aim is to improve the “service we provide to customers and to deliver fantastic value to the association Ian Roberts, head of customer services ” 5 Always “I would recommend looking the Work Clubs to for ways to anyone. I can’t praise improve them highly enough”

Jim learned about the South Work Clubs provide advice to help you to Staffordshire Work Clubs from find work and support with other issues a neighbour. “I hadn’t heard you may be facing. about them until my neighbour • 1 to 1 Career Coaching and a said that there was a Work Club personal development plan at our local library,” he said. • FREE access to the internet for job searching The Work Club meets each Tuesday Improvements to our repairs morning in the library at • Interview techniques service are designed to make near Jim’s home. Having dropped in to • Access to volunteering & work sure that customers are better his first meeting, Jim is now a regular at placement opportunities informed about repairs to the Work Club. their homes. Access to local adult and • Sometimes a repair can’t be completed “I can’t praise them highly enough. I’m community learning training courses when our teams first visit your home. It always made welcome and offered might be that some other work is needed one-to-one advice, coffee and biscuits. • Signposting to various first, or that the operative has identified Everyone you need to see is there, in one support services another issue requiring an inspection. place, ready to help you.” Confidence building sessions In future, if this happens, you will be given • a card setting out why the repair has not SSHA is a partner in the Work Clubs and • Benefits advice & support been completed and explaining what you was able to help Jim find a new home. Budgeting skills can expect to happen next. “I was privately renting an apartment • And if our teams decide that an and finding it difficult to manage. The inspection is needed, to keep delays to a SSHA team was really helpful and made it South Staffordshire Work minimum they will now be able to book possible for me to move into a bungalow Clubs are free and informal, and a visit with an inspector while they are at without leaving the area. I’m getting a run throughout the year. Weekly your home. lot of help applying for jobs and am also or fortnightly meetings take We have also looked for ways to enhance looking into voluntary work. I would place across the area. our major works process. Where we can, if recommend Work Clubs to anyone.” work does not require an inspection, it is booked in under our 30-day promise. We are also reducing the time taken for major work through the introduction of a new Home Improvement Team (HIT). This new team concentrates on roofing, fencing repairs and brickwork repairs which are part of our 90-day promise. Working an area at a time, like the MOT team, HIT specialise in substantial issues with an emphasis on preventative work to reduce the likelihood that further repairs will be needed in the future. You tell us that you are very satisfied with the repairs that we carry out in your homes but we understand that repairs are important to you and we will continue to look for ways to provide an even MP Gavin Williamson visiting South Staffordshire Work Clubs better service. 6 COMPETITION – Win an Amazon Echo Dot Good Life South Staffordshire If you live, work or are is launching a brand new visiting the district, campaign on 1 August 2017: send in your pictures #goodlifesouthstaffs To to Twitter or Facebook coincide with the launch, South to #goodlifesouthstaffs Staffordshire Council is running sharing your favourite place a photographic competition and why you like it. which will run from 12 July You can also email a jpeg or until 30 September 2017, with image to PolicyAdmin@sstaffs. two Amazon Echo Dots up gov.uk or send a printed photograph Council, Road, , for grabs. You could also win of your favourite place with details WV8 1PX. Terms and conditions can be spring bulbs to plant in your of where it is and why you like it to: found on the Good Life Website www. favourite place (terms and Good Life Weather Watch, Policy & southstaffordshire.thegoodlife.uk.net or conditions apply). Partnerships, South Staffordshire for more information call 01902 696238.

Become a Good Life weather watcher On 1 October 2017 Good Life

South Staffordshire will be

Acton Trussell asking all of you to become Dunston & Bednall South Staffordshire Weather Teddesley Hay Watchers and send in pictures 1 Huntington of the weather in South Blymhill & Weston-under-Lizard Lapley, Stretton & Staffordshire wherever you are Wheaton Aston to #goodlifesouthstaffs and to 2 Hatherton start a conversation with other & Coven Cheslyn people who are out and about Hay Great Featherstone Wyrley in the district as Penkridge Hilton 3 may have a different picture Codsall Bilbrook to and similarly Acton Trussell to . 4 Perton & Patshull The Good Life is a website supported

and promoted by South Staffordshire Council and enables you to find out Trysull & Wombourne what activities, services, venues, local Seisdon groups and transport is available in the district so that you can make decisions Swindon and choose how you live your life and 5 what activities you can get involved in. Enville Watch out for another competition early next year where you can send in Kinver pictures of spring flowers (especially those of you who won the bulbs in this year’s competition).

7 Making a difference

The people who work as part of the Housing Plus Group Paris pedalling challenge team like to make a difference. As well as working for an for Peter organisation dedicated to providing homes, care and support in local communities, many of them support charities both Peter Riley, tenancy enforcement officer at Severnside, cycled more than 300 locally and nationally. Here is a round up of just some of the miles from London to Paris. fundraising that has taken place this year. “I have been raising funds for Severn The fit squad Stepping out for Macmillan Hospice,” he said. “I met the costs of the Cancer Support Four SSHA colleagues set themselves trip myself so that every penny donated by friends, colleagues and supporters a gruelling challenge to complete a Three footsore colleagues are in workout lasting at least 20 minutes, training for a Macmillan Mighty Hike. goes straight to the hospice.” every day for 100 days. Sue Atkins of Care Plus along with Peter was accompanied by his friend Kelly Moore and Claire Greatbatch of Leann Knox, Claire Smallwood, Hannah Martin Speed. The cyclists have very Property Plus have signed-up for 26- Parrott and Emma Cooper were mile walks in aid of the charity. personal reasons for wishing to help raising awareness and funds for the their local hospice, having both lost their British Heart Foundation in memory Kelly and Claire will be yomping mothers to cancer. of Leann’s five-year-old nephew, through the beautiful Peak District on James, who sadly lost his life to a heart 2 September. Sue will be tackling ‘the Severn Hospice provides specialist condition in 2016. rolling hills’ of the Cotswold Way on care to families living with an incurable illness. It is a cause very close to the

The fantastic four hit the ground running 22 July, accompanied by her former heart of Severnside, where many on 20 February and finally got to put colleague at Care Plus, Jackie Owen. employees have friends and family who have been supported by the charity. their feet up on 31 May. “We wanted to challenge ourselves and “We attended fitness classes like Zumba this is such a great cause,” explained Kelly. This isn’t the first time that Peter has got on his bike for a great cause. In 2014 he rode and yoga, went for a run or just got The walkers have been taking their almost 1,000 miles from John O’Groats outside for a brisk walks,” said Hannah. training seriously. Lunchtime walks are to Land’s End alongside colleagues Elliott “We were all tired at times but it is such a supplemented with extra-long dog walks Davies and Richard Potter. great cause.” for Claire’s Labradors Vincent and Norton.

Heart disease is one of the biggest As well as covering the mileage, each killers in the UK, taking a massive 73,000 of the walkers is aiming to raise at least Are YOU going the extra lives each year and touching countless £250 for the charity which provides mile for charity? We would families. The British Heart Foundation vital health and support for people with like to celebrate some of the researches possible cures and cancer. Its campaign message is “No one fantastic fundraising done by treatments for heart disease, helping facing cancer should walk alone”, which our tenants. Share your story to save the lives of babies, children makes the hikes particularly special for by emailing communications@ and adults. everyone taking part. housingplusgroup.co.uk 8 Your award Toolbox – winning Group support for What an amazing few months it has been your emotional for Housing Plus Group, of which South Staffordshire Housing Association, health Severnside Housing, Property Plus and Care Plus are part. We’ve been recognised at a host of prestigious award ceremonies showcasing the very best in housing, care and support. We’re not one of the largest housing groups but we’re gaining BIG recognition for the work that we do and for the amazing people working for the organisation. The South Staffordshire Network for • In January the MOT team won the top prize for Mental Health has received support Customer Impact presented by the National Housing nhmf from the Big Lottery Fund to launch Maintenance Forum. The judges spotlighted the Toolbox, a project aimed at providing project as an innovation with the potential to be local people with the tools to adopted throughout the industry. maintain good emotional health. • In March our carers were named finalists for the One in four of us will experience mental illness Support & Care Team of the Year prize at the Housing at some point in our lives. It can happen to any Heroes Awards. They will discover whether they have of us, regardless of income, gender or age. We won the top prize at a ceremony at the end of June. all know someone who has been touched by Read more about this team on page 16. some form of mental illness. At the end of April we learned that we have • Toolbox aims to reduce the impact of mental been included in the list of top businesses illness. It is there if you need support with your shortlisted for awards presented by the Electrical emotional wellbeing, if you are experiencing Contractors’ Association (ECA). Property Plus is worry, stress or feelings of isolation, if you want one of the finalists for the Excellence in Training & to feel a bit more in control of your life and you Development prize. aren’t sure where to go for help. * Just before News Extra went to print in June we were delighted to learn that we had been Highly Commended in this award. There are a range of emotional ‘tools’ in Toolbox. • In May we won the Best Repairs & Maintenance A 60-minute appointment with a Toolbox worker category in the Housing Excellence Awards, helps identify areas where you could do with celebrating the best in UK housing – read more some support and signpost you towards sources about that amazing accolade on page 3. of help and advice. The Toolbox worker will chat • Also in May, flagship new development Rowland to you again, later, to check how you’re doing. Court won the Mayor of Shrewsbury’s Gold Award You can refer yourself to Toolbox or get a referral for enhancing the environment in the heart of historic Shrewsbury. through other services or community groups. Presenting the award, Mayor Ioan Jones said: “It’s such a nice development, which has made a massive difference to this area To access Toolbox you need to be aged 18 or of Shrewsbury. older and live in South Staffordshire. You should not currently be receiving secondary services Chief executive Sarah Boden said that she was delighted with the award such as those provided by Community Mental success stories: “What is really wonderful to see is that there has been Health Services – if you are in any doubt, get in recognition across the whole range of our services including building touch with the Toolbox team for advice. new houses, maintaining homes, training and developing our staff and providing care and support to people in our local communities. Contact Toolbox by email at “When we created the new Housing Plus Group we said that we wanted to toolboxreferral@ssnmentalhealth. provide the best possible homes and services for the people of Shropshire co.uk call 01543 301139 or search for and Staffordshire. I’m incredibly proud of what we have achieved in our Toolbox on the SSNMH website first year and look forward to doing even more as a strong and successful www.ssnmentalhealthco.uk organisation doing really exciting work in the areas we serve.” 9 Saving and I’ve been driving borrowing “for 70 years and this made simpler with is my first new car! William Butler and his wife Vicky’s hard work had paid off,” with community Jean are feeling the ‘benefit’ a range of savings and additional of expert help from our money payments adding up to an increase in banking advice team. their weekly income of £178.56. William also received housing benefit back pay By making sure that they were If you are as a lump sum, enabling him to buy a receiving the right pension credits new car. looking for a and benefits, we helped them to fair, secure increase their weekly income by more “I’ve been driving for 70 years and this way to save than £178. is the first time I’ve had a new car!” he and borrow, said. “Getting around is important to William and Jean have been married you might us. We have got the freedom to live life for 64 years and have lived in their want to learn more about to the full.” Coton Hill home for the last 30 community banking provided years, being tenants of Severnside by a credit union. Housing throughout the lifetime of The weekly budget A credit union uses members’ the association. A former fisheries boosts at a glance savings to fund loans to other officer covering the course of the River members at fair interest rates. Severn, William was one of Severnside’s • Full Housing benefit saving £33.74 The interest paid on the loans first tenant board members. helps pay a dividend to savers. Earlier this year, Vicky Gunn, one of • Full Council tax benefit Because a credit union doesn’t have our money advisors, was asked to see saving £15.25 shareholders, it operates for the if the couple’s budget could be made benefit of members. to stretch a little further. • High rate Attendance Allowance £82.10 In South Staffordshire, the largest “Vicky worked really hard and stayed in community banking facility is close touch with our daughter, June,” • Pension credit £47.47 provided by Wolverhampton said William. “When she told us what Credit Union. Founded in 2002, she’d found, I couldn’t believe it.” • Increased weekly income £178.56 it has more than 7,000 members across Wolverhampton and South Staffordshire helping to support its vision to “stimulate the local economy by strengthening and financially empowering our community.”

You can build up a nest egg or rainy day fund with Wolverhampton Credit Union by putting aside regular savings or by payroll deduction from your wages.

Accounts are open to people who live in the WV postcode areas of South Staffordshire and Shropshire.

For more information visit www.wccul.co.uk William and Jean Butler with their new car 10 Thank you! Customers supporting our Fair Landlord campaign helped us save nearly £30,000 through one easy change

Just like our customers, we have We explained why we didn’t think better homes and services to benefit to manage our budget carefully. this was fair and asked customers to more people and families. And like families up and down consider using direct debit or standing orders to pay their rent, or to pay a £2 So instead of paying bank charges, the country, we are facing extra the money that you’ve helped us pressure on our finances. administration fee to support the cost of taking card payments. save, could pay for any of these Fair Landlord policies help us get the home improvements: best possible value for customers out We were overwhelmed by your of every pound that we spend. Our response to this appeal. MOT home upgrades decisions are made by asking: from our award- Last year, 2016-17, our bank charges fell 60 winning team to £10,658, reflecting a huge switch Is this fair for the majority to automated payments. And the £2 of our customers? charge paid by customers who still preferred to pay by card offset those One cost which we knew wasn’t fair bank costs by £8,479. new kitchens for the majority of our customers 8 was the bank charge we paid In just one year, you helped to take telephone us save a HUGE payments by debit £27,419 through this or credit card. simple step. brand new In the year 2015-16 And because we 10 bathrooms we paid £29,598 in are here for the bank charges for this community, not for service, which profit, the savings new boilers, cutting was used by a we make are energy bills by an relatively small invested into 15 average of £300 per number of customer each year customers. new front doors, making homes more 42 energy efficient, secure and attractive

Thank you to everyone who made this Fair Landlord switch.

11 Your voice counts: Why I wanted to “be part of the new customer panels June Jones is a firm believer ” that the most successful • Communication organisations are those • Scrutiny Complaints and compliments that listen carefully to their • June Jones, chair of the customer panel customers. As a housing Each of the panels uses the views and for complaints and compliments association tenant, she has opinions of customers as part of its work. association, as a customer,” says June. had a say in the way that her There are other ways you can make “I’ve worked with some lovely people, landlord operates for almost 20 your voice count. learned a huge amount and even years. Shrewsbury resident June met my current partner through a now leads the complaints and We might contact you after you have tenant forum! compliments panel, one of three received a particular service, to ask about your experience. Please do “Most importantly, I know that we customer panels created in the spend a few moments taking part have been heard and that things new Housing Plus Group. in these surveys, which help us to have changed as a result of the improve the way that we work. Later special insight that we can provide as We share June’s belief in the this summer we will also be inviting customers. For instance I remember importance of customer involvement. you to take part in a wide ranging a time some years ago when the first Our new Group offers a range of survey about the association. This is that tenants learned about a rent different ways for customers of South independent research which means increase was when they read about it Staffordshire Housing Association, that we can compare our performance in the press. We were able to say that Care Plus and Severnside Housing against other associations nationwide. wasn’t the right way to communicate to express your views, share your that kind of news and things were The survey tells us what you like about done differently as a result. experiences and help shape the our services and shows what we could services we provide. do better. It will influence important “All of us are now part of a new Group. decisions that we take – so please look We are here from day one and we can There are three customer panels, out for it and take part. have a say in the way that homes and looking in detail at different parts of services will be provided for the future our work and reporting to our board “I’ve loved everything about being in our own communities. Share your of management: involved in the running of my housing views, have your say, make a difference.” recovering the costs of Fair Landlord: missing swipe cards

You will have read about the swipe cards used by some customers In future, we will be requiring customers fantastic savings that you to pay their rent in convenient places to pay £3 to cover the cost of replacing helped us make on the cost of like local post offices and stores. these cards. If you pay this amount by taking rent payments by credit When customers have contacted us credit or debit card, remember there is also a or debit card. to ask for a replacement for a missing £2 administration charge for this service, Previously, we have also covered the swipe card, we have not been passing meaning that the total cost of replacing costs of replacing lost or damaged on the cost of doing this. a missing swipe card would be £5. 12 Happy 100th birthday, Gwen One of the first people we were delighted to be part of her to move into the award- amazing day.” winning retirement living Care Plus staff got together to provide apartments at Pencric when a show stopping cake for Gwen’s party they were completed in 2014 and also bought decorations for the event, which was held in the residents’ was Gwen Gray. So Gwen’s lounge at Pencric. 100th birthday was an extra- “Gwen was overwhelmed to see that special day for the Care Plus so many people wanted to celebrate team, which manages Pencric her birthday. It was a pleasure to be for SSHA. there and share her happiness.” “Gwen is an incredible lady, who can outpace most of us as she makes her way around the building,” said She is an inspiration to us all Nicola Smith, housing and wellbeing “ manager at Pencric. “She is always and we were delighted to be busy and doesn’t need any kind of care. She is an inspiration to us all and part of her amazing day”

Gwen celebrating with Nicola Smith, members of the Care Plus team and sons Malcolm and Ian 13 A home to fit your life

You probably know SSHA best for the social housing we Good quality, secure homes in manage in local towns and local communities villages. Our partnership with Severnside Housing means that we look after around 12,000 of these homes across Staffordshire and Shropshire. We are proud to provide good quality, secure homes for people and families who might not otherwise be able to stay in this area. Our customers make a huge contribution to the local economy, support schools and other local amenities and help villages to thrive.

Example: a two-bedroomed flat in Wombourne suitable for a single person, couple or family with one child was recently available to rent at £85.07 per week subject to eligibility. Register with Homefinder at www.myhomefinder.org.uk for details of homes for affordable rent and check the SSHA website for updated information about immediately available homes.

But that’s not all we offer… Our aim is to provide a home to fit your life. So if you, or a member of your family, are finding it a little difficult to manage a house and garden, we provide some fantastic accommodation in retirement living communities throughout the area. Self-contained accommodation means that residents have their own easy-to-manage home in a safe, convenient setting with care Easy-to-manage homes in and support available through Care retirement living communities Plus if it is needed. Homes in our retirement living Example: River View in Penkridge communities are available for rent, will be completed later this year. The purchase or shared ownership, brand new apartments will be available depending on their location. For for affordable rent or shared ownership details of rental vacancies in retirement and a showhome is coming soon. For living communities call 01785 312303. viewing and details of shared ownership call 01785 312213 14 A home to fit your life

And even THAT’S The key to your own not all… front door Severn Homes specialises in homes available for market rent, outright sale or shared ownership across the Housing Plus Group counties of Staffordshire and Shropshire.

Example: Severn Homes is currently offering for sale a range of two, three and four- bedroomed homes in Curlew Meadows, Baschurch , within easy reach of Shrewsbury. Prices start at £165,000 or £132,000 with Help to Buy. For info visit www.severnhomes.co.uk

Are you online for the latest updates?

The quickest, easiest and Through our website – visit most convenient way for www.ssha.co.uk or www.care- plus.org.uk for the latest news and you to get news, updates, information about homes, services, info and advice from us, welfare advice and job vacancies.

is online. You will notice that our websites have If you have access to the internet recently been given a facelift to make on a PC or smartphone, it’s even them easier to use. Soon they will be easier for you to communicate with getting more interactive, with added us – and soon you will be able to do features enabling you to do things even more. like manage your rent, ask for advice or request a repair online. By email – contact our customer services team at [email protected] On social media – find Care Plus or [email protected] to and Housing Plus Group on Twitter save the cost of a phone call. and Facebook. SSHA is on Twitter, too. Get the latest news there and chat You can also opt to receive to us during office hours for advice information from us (including this and info. magazine) by email, instead of in the post. This is not only better for Don’t miss out. When you contact is to make sure that you get all the the environment but keeps costs customer services, we will usually run latest information and to ensure that down, too, meaning that there is through a quick check with you to we can contact you in an emergency. more money to spend on home make sure we have your current email If you change your contact details, improvement, advice and support. address and mobile number. That please let us know. 15 Care team are national finalists A team of carers helping local which lives and breathes its work, their dignity. Remember that they’re a people live independently changing the lives of those it helps. person, not a need or a disability.” in their own homes has been Carer Sally Rutty has worked in care Les Clarke is director of care and shortlisted for the top national since she left school and says that her support at Care Plus, which is part of award of Support and Care earliest memories are of helping her Housing Plus Group based at Acton Team of the Year. grandfather as a child. She explains the Gate in : “I’m thrilled that the The Care Plus domiciliary care team satisfaction of working in the award team has been recognised in this way. offers support including personal care, nominated team: “It’s great because They are an example of the quality assistance with everyday tasks and the you are helping people to stay in of care that should be available to relief of loneliness, helping people stay their homes, being as independent everyone, across the country. They healthy and active as they grow older. as possible and enjoying familiar inspire total trust. Customers have The team has been shortlisted for a surroundings. Because I’m going into confidence in their carers and we have Housing Heroes award, recognising people’s homes I feel as though I’m complete confidence in the team.” the difference they make to people’s playing a bigger part in their lives and I The winners of the Housing Heroes lives and the acclaim they receive from get to know their families, too.” Awards will be announced at a ceremony residents, families and colleagues. Last year 120 people were able to live in Manchester at the end of June. The Housing Heroes awards recognise independently as a direct result of the ‘unsung heroes’ of the sector the work of the carers. In a survey 100 and are presented at the Housing per cent of customers described their For more information 2017 annual conference. The Support carers as good or very good. Carer about retirement living and Care Team of the Year award Kizzy Murphy says that it’s much more accommodation, care and acknowledges that helping some of than just a job: “We expect people to support in your own home and the most vulnerable people in society care for others how they would want job vacancies for excellent care is a crucial part of the work of housing a member of their family to be looked staff, visit www.care-plus.org.uk organisations. The title is for a team after. Always respect their views and

Members of the Care Plus team, shortlisted for a top national award 16 Work with us – Situations vacant

Electrician Domiciliary Care Workers Knights Way, Shrewsbury Shrewsbury, , Perton, Salary: £29,162.74 and areas Full time, permanent 40 hours per week Salary: £7.65 per hour (unqualified) £8.20 per hour (qualified) Property Plus is a multi-award winning division providing a full repairs and maintenance service for the Group. Our care and support services enable people to remain active and independent. This means tailored care, We are currently recruiting electricians to carry out either wellbeing and support services and helping people to electrical inspection/testing or electrical reactive and fulfil their potential. planned installation works. Work activity will depend upon location, but will normally fall within the categories We are currently looking to strengthen our team with of tenanted and void properties, general repair and more domiciliary care workers: maintenance, prior to paint or modernisations. The role The ideal candidate must be a fully qualified electrician • To provide high standard services that support and with 17th Edition and C&G 2391, (or C&G 2394 + 2395) assist people to achieve maximum independence testing & inspection qualifications, experience in Amtec by meeting daily living and personal requirements software certification would be an advantage. You will as set in each person’s individual care and support be able to work in an autonomous manner, have a good plan, taking into consideration their preferences and cultural context. knowledge of health and safety regulations and deliver a To work with other members of the Care Plus team good level of customer care. Experience of working as a • to provide a high quality and effective service which fully qualified tradesperson is essential as is experience of demonstrates value for money. working in occupied and unoccupied properties. Experience and qualifications: Due to the nature of this role a full UK driving licence is essential. • A good understanding of the needs of older people and a desire to make a difference • Commitment to undertake mandatory and enhanced/ specialist training • Driving licence and transport – desirable. We may expect a lot from our people, but we give plenty in return too. Work with us and you can expect a generous employment package, including: • 30 days’ holiday each year, including bank holidays Facilities Management (pro-rata for part-time staff) Cleaner • Free uniform • Contributory pension scheme Salary: £7.57 per hour • Supportive appraisal and development scheme Part-time – Acton Court, Stafford • Recognition of your status as a care professional • Work in a growing organisation, with career development We are currently seeking a part-time cleaner to carry • Excellent training opportunities. out cleaning duties as specified at the scheme to ensure that it is maintained to a high standard of cleanliness and hygiene. Your duties will include cleaning, washing, It can be hard sweeping, mopping, dusting, polishing and vacuum “ cleaning of all communal designated areas to the work but I can’t required standard. imagine doing You do not need experience to apply for this role as full anything else training will be provided. ”

To apply for any of these great opportunities, call our HR team on 01785 312232 or email [email protected]

17 Fair Landlord: doing more, with less Misted windows to be included in MOT project

We are always looking at the resolving misted windows. way that we provide services This work is now carried out to check that we are getting free of charge as part of the the best value for money by MOT programme. doing as much as we can to Our MOT team works benefit the majority of our all year, transforming a customers. We take into account neighbourhood at a time. It your views in the decisions we is a fantastic example of Fair make, too, which is why we are Landlord spending because announcing a change as a result EVERY home benefits from of your feedback. the MOT service. From your repairs checklist you will We ensure that homes in know that misted windows have each neighbourhood receive been treated as a decorative issue and an MOT upgrade every five to have misted windows resolved as any works are the responsibility of years. You can find out when your area part of our Repairs Plus service. Like all the tenant. is due for its next visit from the MOT optional work carried out in this way, team by checking against the planned work will be carried out at cost, paid Now, as a result of Fair Landlord maintenance calendar, below. for by you before work begins. You can savings, we are able to increase the ask for a no-obligation quote for this work done as part of our award- If you prefer not to wait until your work at any time by contacting the winning Home MOT project to include scheduled MOT visit, you can still opt customer services team.

Planned maintenance calendar

Planned AREA 1 – AREA 2 – AREA 3 – AREA 4 – AREA 5 – maintenance Alverley, Bobbington, Bilbrook, Burnhill Green, Bishops Wood, Blymhill, Cheslyn Hay, Essington, Acton Trussell, Brereton, , Enville, Highley, Codsall, Coseley, Lower Penn, Brewood, Brinsford, Broseley, Great Wyrley Cannock, Chadsmoor, Himley, Kinver, Smestow, Oaken, Pattingham, Perton, Calf Heath, Coven, Churchbridge, Dunston, Gailey, Swindon, Wombourne Seisdon, Trescott, Trysull Featherstone, Hilton, Lapley, Hatherton, Heath Hayes, Saredon, Shareshill, Shifnal, , Huntington, Wheaton Aston Longford, Norton Canes, Penkridge, Rising Brook, , Stone, Wedges Mills

Kitchen Years 1-5 01/04/2018 - 31/03/2019 01/04/2015 - 31/03/2016 01/04/2019 - 31/03/2020 01/04/2016 - 31/03/2017 01/04/2017 - 31/03/2018 Kitchen Years 6-10 01/04/2023 - 31/03/2024 01/04/2020 - 31/03/2021 01/04/2024 - 31/03/2025 01/04/2021 - 31/03/2022 01/04/2022 - 31/03/2023

Bathroom Years 1-5 01/04/2017 - 31/03/2018 01/04/2016 - 31/03/2017 01/04/2015 - 31/03/2016 01/04/2019 - 31/03/2020 01/04/2018 - 31/03/2019 Bathroom Years 6-10 01/04/2022 - 31/03/2023 01/04/2021 - 31/03/2022 01/04/2020 - 31/03/2021 01/04/2024 - 31/03/2025 01/04/2023 - 31/03/2024

Boilers Will be reviewed with kitchens and bathrooms AND at your annual gas servicing check

External Doors Yrs 1-5 01/04/2015 - 31/03/2016 01/04/2019 - 31/03/2020 01/04/2017 - 31/03/2018 01/04/2018 - 31/03/2019 01/04/2016 - 31/03/2017 External Doors Yrs 6-10 01/04/2020 - 31/03/2021 01/04/2024 - 31/03/2025 01/04/2022 - 31/03/2023 01/04/2023 - 31/03/2024 01/04/2021 - 31/03/2022

Electrical Testing This will be determined by the date of your last electrical test, tests are on a 5 year cycle and cannot be refused Programme

External MOT Yrs 1-5 01/04/2017 - 31/03/2018 01/04/2018 - 31/03/2019 01/04/2019 - 31/03/2020 01/04/2016 - 31/03/2017 01/04/2015 - 31/03/2016 External MOT Yrs 6-10 01/04/2022 - 31/03/2023 01/04/2023 - 31/03/2024 01/04/2024 - 31/03/2025 01/04/2021 - 31/03/2022 01/04/2020 - 31/03/2021

18 Fair Landlord: Take a look a change to rent payments around… for new new film offers tour tenancies of retirement living As a current tenant of SSHA your rent is accommodation paid in arrears. However from the comfort of you pay your rent – by direct debit, standing order, your home swipe card or by telephone A new film offers a closer revealing a new-look community – you are paying for the look at retirement living lounge and kitchen space. week or month which has accommodation for people Viewers can see those facilities for just ended. who think it might suit them themselves, as well as taking a tour From July, NEW tenancies will be a or a member of their family. round one of the apartments and little different. exploring Coven Court grounds in the When customers receive the keys The film has been recorded at Coven company of retirement living team to their home they will pay rent Court, in the village of Coven. The coordinator Debbie Brownlie. to cover the next two weeks. development has recently benefited For as long as their tenancy lasts, from an investment programme, To watch the film search for they will continue to pay two including a boost for the social Coven Court on the new Care weeks ahead. facilities, decoration and carpeting Plus website www.care-plus. As an existing customer and improvements to homes on the org.uk look for the Housing Plus this change won’t affect site. The new look was memorably Group channel on YouTube or launched by ‘Queen for the Day’, follow this link: https://youtu.be/ you, unless you start a resident Ivy Payton who cut a ribbon 4Hp3ZczkxrQ new tenancy with us at a different address. “Customers in Shropshire already pay their rent that way and this change is part of our commitment to provide the same service to our customers, wherever they live,” explained income manager Sam Allcott. “It is a very positive change because it helps people avoid rent arrears.”

Ivy Payton, unveiling some of the new-look community facilities showcased in the filmed tour of Coven Court

19 Will you be SSHA backs a survey community project STAR? South Staffordshire Housing walkers from the village safe entry into Association has continued nearby countryside. Later this its links with the Friends of Some of this great work is funded summer we will Essington community group, by through the sale of a calendar, be writing to all helping to support the group’s featuring photographs taken by local our customers, fundraising calendar. residents. SSHA was pleased to help asking you to cover the costs of next year’s calendar, share your views about what The Friends of Essington group is a meaning that more of the revenue brilliant example of a community it is like to live in our homes from sales of the publication can be working together. and access our services. used to support community projects. This important Survey of Tenants Members have made and Residents (STAR) research is a difference to their your opportunity to help shape neighbourhood with Friends of Essington (and friends) take a break during a busy clean-up campaign the way that we work. It is an clean-up campaigns, independent survey and by colourful planting spending a few minutes taking schemes and a part, you could make a difference. ‘Future Generations’ Look out for your Let’s Talk letter. orchard in the We hope that as many of you grounds of a local as possible will take part in the primary school. STAR research and we will share Members have even the results of the survey with built and maintained you in a future issue of your a bridge, giving customer magazine.

This newsletter is Useful telephone numbers: also available in: Large print • General property repairs, • Police 101 (non-emergency) rent payment, debt advice Refuse collection • Audio and fault reporting 01902 696203 SSHA Customer Services (South Staffordshire Council) Braille 01785 312000 • Street lighting • Gas repairs and services 0300 111 8000 Other languages 0333 240 8803 (South Staffordshire Council) (Robert Heath Heating) • Street cleaning For more information call • Gas leaks 01902 696316 Customer Services 0800 111 999 (South Staffordshire Council) Acton Court, Acton Gate, (National Gas Emergency Service) • Personal concerns, Staffordshire ST18 9AP • Health and sickness help and worries and troubles Customer Services advice 111 (NHS Direct) 08457 90 90 90 (Samaritans) t: 01785 312000 e: [email protected] www.ssha.co.uk