WINTER 2020 streetsahead nihe.gov.uk facebook.com/housingexecutive @nihecommunity nihecommunity

The magazine for Housing Executive tenants

News › Features › Advice › Community Contents

3 How we're doing 4 Celebrating our community champions 6 We're here to help Welcome 7 Caring through COVID How we're 8 What you said 10 Putting down roots in Ballycastle Figures taken from the Continuous ear tenant, you can access online, over the Tenant Omnibus Survey 2019 and the Welcome to the 2020 phone, or by using our new tenant 12 Giving young people the key to Housing Executive Annual Report 2019/20. edition of Streets Ahead. portal, My Housing Executive. their future It’s safe to say life has been As you flip through the magazine, 14 Looking on the Bannside of life doing anything but normal this you will also see that we are 15 Our repairs service now has a Dyear. Over the last few months the celebrating the community groups hands free mode coronavirus outbreak has caused who have been helping people 16 Keeping up with the Keshians us to change how we socialise, throughout the coronavirus work, and look after one another. outbreak. Across 18 Not all heroes wear capes It has also presented the Housing there is fantastic work being done, 20 Creating a sanctuary on Executive with major challenges usually on a voluntarily basis, to the Shankill as we’ve had to adapt the way we assist vulnerable people and I’m 22 Register with My Housing , 91% were satisfied with how we had deliver our services so we can keep delighted that we’ve been able to homes managed by the Housing Executive Executive in 7 simple steps 85162 managed your repair(s) our tenants and staff safe. support these projects in some way. 24 3 ways to care for your dog during I realise that many of you rely on Finally, I’d like to thank you for your the coronavirus outbreak the services we provide perhaps patience and understanding as we 26 Get online with ONSIDE more than ever, and I want to assure navigate our way through and out of 161 5,121 28 Milestones from our year MAJOR MINOR , you that our staff are still here to the pandemic. ADAPTATIONS ADAPTATIONS 320000+ help. This is why we have packed 30 Staying young at heart with Mid were carried out so people could this edition of Streets Ahead full of of you92% were satisfied with repairs carried out across & East Antrim Agewell Partnership continue to live independently information on the range of services your neighbourhood Northern Ireland 32 Creating dementia friendly homes in their home 34 Would you like a financial MOT? 36 What to expect when we need to Clark Bailie visit your home CHIEF EXECUTIVE 37 Applying for a transfer 88%of you were satisfied 38 Staying safe in your home in with the quality of 500community groups working in 39 Reporting an emergency repair your home partnership with us through the 9 of you10 were satisfied Housing Community Network 40 Get a move on with with repair work done HomeSwapper and with those who 42 Making our communities safer carried out the work in terms of: 43 Spotting a scam! • Speed • Quality of work of88% you said that you 43 Tower block update • Quality of materials • Tidiness • Politeness were satisfied with 44 Getting your home adapted • Friendliness the overall service 45 Our door is always open provided by us 46 Taking it to the next level 47 Embracing all our neighbours 92%of you said that 47 Interpretation services for deaf or £103.5 your rent provides hard of hearing customers VALUE FOR MONEY 48 What can my Patch Manager help MILLION 83%of you felt the Housing Executive were programme of repairs and me with? good at keeping you informed about improvements in our homes across 48 Get in touch things that might affect you as a tenant Northern Ireland

2 STREETS AHEAD 2020 STREETS AHEAD 2020 3 “Nobody really thinks about who keeps Celebrating their street clean, but it’s really important, especially since we’re our Community spending more time outdoors, and we’ve been Since March, key workers have working hard to keep risen to the enormous challenge Champions of keeping our essential tidy throughout services going. We met up with some of our tenants who the coronavirus have been helping people stay outbreak.” safe and healthy during this unprecedented time. Ciaran, North Belfast Ciaran has worked as a Driver and Labourer for Belfast City Council since 2007 and has lived in his home for over 40 years. Although his holiday plans for this year “I’m often the only were cancelled, Ciaran is looking forward to going golfing with his mates to Portugal next person my client April and getting a hole in one. will see all day so I take time to have a chat with them and see how they’re “My job involves booking people coping. If I can into the COVID-19 Centre who make them smile are displaying any coronavirus- and take their mind related symptoms to be assessed by one of our GPs. It can be off what is going on daunting for our patients but my in the world right colleagues and I reassure them now, I know I’ve that it’s a normal appointment they’re attending and it’s just done a good job.” because of the circumstances Grainne, Antrim that they can’t come into their As a carer for Extra Care, Grainne provides support and care to own practice.” vulnerable people in their homes. Jacqueline, Every day she helps her clients with personal tasks like meal preparation, Jacqueline moved to Ballymena in October with bathing, and administering medicines. her son and two daughters. She works in Dalriada Grainne has had a very busy year Urgent Care, which is acting as the Primary Care juggling work, home-schooling her COVID-19 Centre in Ballymena, and is responsible for three kids, and studying for a Masters booking people in to see a GP. in Criminal Law. Jacqueline didn’t let the chaos of going on holiday this year stop her from travelling to Italy to visit Venice and Rome. She is now making plans to spend a few days in New York in 2021.

4 STREETS AHEAD 2020 STREETS AHEAD 2020 5 We're Caring through here to COVID

e have taken steps to help you stay safe, support people in your community, and keep you up to date on the changes to our services Helping you help Wduring the coronavirus outbreak. stay safe

e are continuing to provide If you are worried about paying key services and support to your rent, please be reassured you in your home. that we will not be taking legal W action to evict tenants where 210,000 KEEPING YOU SAFE financial hardship is suffered due We have purchased We are delivering the majority of our to coronavirus. over 210,000 face services online or by phone. You can get coverings for our in touch by phone, online, or through MAINTAINING YOUR HOME staff to wear and our new tenant portal, My Housing We are responding to tenants who KEEPING IN TOUCH WITH YOU nearly 10,000 hand Executive. You can find out more about have been waiting the longest, and have It is important to make sure that sanitisers. the portal and how to register on page the most urgent repairs first. This means we have your most up to date contact 22. that there may be delays from our usual details and household information. We have reopened some of our local response times. We thank you for your This means we can contact you about offices. To keep you and our staff safe, patience while we work to maintain a full any changes to our services, and can access to our offices is by appointment service. provide you with relevant advice and only. Call your Patch Manager on 03448 We are taking all necessary steps support you might need. 920 900 to make an appointment. to ensure that you stay safe when our To update your details, please call Check out the back page to find out staff and contractors visit your home us on 03448 920 900 or update them more about the ways to contact us. to complete a repair or carry out a gas at a time that suits you on My Housing You can also keep up to date with our safety check. Executive. latest updates on our website and social You can find out more about how media channels. we are keeping you safe when someone visits your home by turning to page 36. EMERGENCY REPAIRS HELPING YOU PAY YOUR BILLS 65,157 If your income has reduced due to GET TO KNOW YOUR RESPONSE MAINTENANCE coronavirus, and you are worried about PATCH MANAGER 32,000 JOBS paying your rent, our staff can help you. During this uncertain time, it’s It is important to contact us as soon important that you have one point of HEALTH AND as possible. We can refer you to one of contact. Your Patch Manager is there SAFETY ELECTRICAL our Financial Inclusion Managers who to support you, and help resolve your 3,400 INSPECTIONS can talk you through your situation and housing issues. the options available to you. They can You can get in touch with them by Our contractors have Our Direct Labour Organisation also carry out a benefits check to make ringing our General Enquiries Line on completed 65,157 (DLO) completed 32,000 sure you’re getting everything you’re 03448 920 900 or by sending a message emergency repairs. response maintenance jobs entitled to, and give you impartial advice. through the My Housing Executive and 3,400 health and safety Flick over to page 34 to find out more. portal. electrical inspections.

6 STREETS AHEAD 2020 STREETS AHEAD 2020 7 Supporting people Keeping in your community you up to 40,028 date COVID-19 FAQ VISITS We created a dedicated ‘COVID-19 FAQ’ section on our website which has been visited 40,028 times. £290k 290,998 EMERGENCY COVID FUND SET UP SUPPORTING TEXTS To keep you up to date COMMUNITY We set up a £290k emergency COVID-19 Fund helping on our services, we sent 204 community groups across Northern Ireland to 290,998 text messages. GROUPS provide services including food delivery and prescription 204 pick-ups to those who were shielding.

85 Housing 85Community Network We posted a series of meetings, facilitated service status update , by Supporting We launched videos on our social 1TENANT920 CHECK-IN Communities, were our customer media accounts. TELEPHONE INTERVIEWS held online ensuring portal, My Housing From the 27th April to the 20th May, tenants continued ROUGH SLEEPER to be involved in Executive, our Patch Managers completed CASES RECORDED DURING LOCKDOWN NO decision-making in May, so we 1,920 tenant check-in telephone could deliver interviews to find out what From March to June 2020, there during this important more of our support they needed during this were NO recorded cases of time. services difficult time. anyone sleeping rough on our online. Turn streets. We worked alongside We also give funding, through our Our Central Housing to page 22 to partner organisations in the Community Safety programme, Forum were given find out how homeless sector to ensure to a range of organisations who hand held devices so to register. 224,008 anyone who was rough sleeping provide a ‘Good Morning’ service. Throughout the coronavirus they could hold their Our Customer Service Teams took 224,008 calls and gave advice to tenants was given accommodation. outbreak they have made 149,730 calls. meetings virtually. living across Northern Ireland.

“Thank you to the lovely lady at the Housing “Thank you so much “The Housing Executive has always been there to Executive who called my 84 year old grandmother for fixing my heating. support Belvoir Area Residents Group, from attending What our community safety meetings to funding our this morning to check if she had someone to go to I’m high risk and self- community Christmas event. They also do a pretty you the shop for her and isolating but your good job of keeping our green spaces in the estate well maintained!” said told her just to give “Just had a phone call from the workers took all the them a call if she needs Housing Executive; what a lovely proper precautions. “Housing Executive can I say a “Thank you Housing anything. It is so kind and kind gesture to check on I only had to wait a big thank you to Victoria and Executive for the quick your tenants. Thank you all for Michelle who are my Patch response getting my lock at this stressful time for still working throughout this all. few hours, thanks so Managers. They have rang me every week to make sure I’m ok It was greatly appreciated.” fixed on my front door.” vulnerable people.” much.” and to see if I need anything.”

8 STREETS AHEAD 2020 STREETS AHEAD 2020 9 Putting down roots in Ballycastle

n October, we visited the seaside There are grand plans for the Sample the local delicacies town to see how the new garden including creating an area For the first time in nearly four centuries, community garden in Mayo Drive, that promotes natural play, planting a the Ould Lammas Fair was cancelled this which hopes to bring residents of wildflower meadow, and establishing year due to the coronavirus outbreak. all ages together, was progressing. an urban woodland on the estate. The If you missed out on getting the town’s group will be working closely with famous Yellow Man and Dulse this I Since its creation in 2012 – following our Grounds Maintenance Team and summer don’t worry, you can still buy a request from a member of the ‘Things Ballycastle Gardening Club to do the them in the local shops. we’d like to see in Ballycastle’ Facebook soft landscaping and planting on the group – Ballycastle Community currently vacant piece of land. Development Group has played a vital Paul Kerrigan, Chairman of role in the local community. They’ve Ballycastle Community Development spearheaded many projects, including Group, told us why the garden is so the creation of a ‘Winter Wonderland’ important to residents, in a vacant shop in Castle Street, with “Being out in nature is so vital for their latest being a community garden in your health and wellbeing, so this will Mayo Drive. be a great place for people to come to socialise. I was born and bred in Mayo Drive and I think this will be a fantastic addition to the estate.”

The jewel in the Causeway’s crown Did you know Ballycastle frequently tops The Sunday Times ‘Best Places to Live in Northern Ireland List’? With the beautiful scenery, bustling high street, and Paul Kerrigan, Chairman of Ballycastle Community Development Group, great community spirit it’s not hard to see why. showed us round the coastal town. The new community garden in Mayo Drive will bring residents of all ages together.

10 STREETS AHEAD 2020 STREETS AHEAD 2020 11 Giving young people the key to their future

e travelled to This includes things like: Magherafelt to learn • Helping you turn your house into a more about how Helen home, and teaching you skills like and Charlotte from cooking or cleaning so you can live Belfast Central Mission there independently are providing housing support to • Getting you into training, education, Wyoung people to help them to live or work independently and plan their future. • Empowering you to feel confident making financial decisions Through our Supporting People • Giving you support to improve your programme, we provide funding to physical and mental health Belfast Central Mission to run their Support is provided to young people “I have fond Housing Support for Young People in their own home, the service is not memories of going project. It has been immensely means tested, and you do not need to successful with dozens of young people have a social worker, or be known to to maternity receiving help from support workers like the care system. You can be part of the appointments with Helen and Charlotte. project for up to 2 years with the level of a young woman and “If you’re part of the project you will support depending on what you agree get your own dedicated support worker with your support worker. helping build her who will help you develop a personal We asked Helen what she wanted confidence as a mum. action plan,” Charlotte informed us, young people to know most about the “This means you can work on things that housing support project and she said: Being a support will make a difference in your day to day “Living on your own can be an worker is a real life.” overwhelming experience, but don’t privilege as you get worry, you don’t have to go through it alone. Speak to us and find out how we to see someone grow can help.” and thrive.” Helen Our online service directory can be used to find all Support Worker, Belfast Central Mission support services funded through the Supporting People programme in Northern Ireland by visiting www.nihe.gov.uk/find-support

You can access the housing support service if you’re aged 16-25 and live in the Start building Armagh, Dungannon, Magherafelt, North Down or Ards areas. your future Your Patch Manager can complete a referral form for you if you like. You can also be referred to Belfast Central Mission by a social worker or by now visiting www.belfastcentralmission.org and completing their online form. Charlotte and Helen catch up on their way into work at Tafelta Rise, Belfast Central Mission’s supported living accommodation for young people, in Magheraflet.

12 STREETS AHEAD 2020 STREETS AHEAD 2020 13 Looking on the Our repairs Bannside of life service now has a hands free mode

e’re rolling out new How it works technology that will 1. You will be sent a text that contains help you resolve any a web link. repair issues you’re 2. When you click on this link you having remotely. will be asked to give us permission to access the camera on your W With Totalmobile Remote Assist, smartphone or tablet for a short our Maintenance Officers and time. Customer Service Unit Advisors can 3. This allows you to share a live video be virtually present in your home by feed with either a Maintenance connecting with you over video on your Officer or Customer Service Unit smartphone or tablet. Advisor. This means you can show them any repair issues you’re having, so they All you need is internet access! can pinpoint the best way to help you, while maintaining the current public health guidance on social Every Tuesday and Thursday young people from across Portadown come to Bannside Community Centre to socialise and learn key life skills. distancing.

ust a few days into the new Phyllis and her team members, school year, we dropped married couple Campbell and Gail Best, “We’ve never done by to see Phyllis Millington have also been empowering the young from Bannside Community people to take an active role in their a youth project Group, and the young people community. They have set them the taking part in her Youth Engagement challenge of creating their own area at before but I am so Get to know your JProgramme. the back of the centre and, although the work is not due to begin until 2021, they glad we have, as it Good Relations The 48-week programme, made have already made plans to bring in a Officer possible by our Community Safety graffiti artist so they can transform the has been the most funding, brings teenagers from across former playground into somewhere they rewarding thing we They can offer your community Portadown together, to learn new can bring their friends to have BBQs. group support so you can get skills that will help them in their adult Young people have been hugely have ever done.” your projects off the ground. Did you know that you Turn to page 22 to find out life. Before lockdown in March, the impacted by the coronavirus restrictions Call our General Enquiries Line how to register for our new young people had been coming into this year so we were delighted to see lots Phyllis Millington can report a repair and Community Development Officer on 03448 920 900 to get in touch tenant portal My Housing the community centre to cook healthy of happy faces looking forward to the Bannside Community Group with yours. find out when it is due Executive. meals, get tips on looking after their future. to be completed online? mental health, and plan their future.

14 STREETS AHEAD 2020 STREETS AHEAD 2020 15 Keeping up with the

Keshians You can enjoy great coffee and the best view of the village’s Main Street in the café.

ffectionately known as here to support people and it all the hub of Fermanagh starts with having a chat over a cup by locals, Kesh is of tea”, Gerald explained, “Through a bustling village this we are able to find what we can steeped in history help them with and start putting and surrounded by beautiful together a plan so they can get Acountryside. We went down to back on their feet.” see their new community facility Alan, who manages the café, earlier this year. added, “We also found that some people in our community felt The old courthouse in Kesh was isolated so the café is a great place Alan, Frances, and Gerald took us down to the completely revamped, thanks in for them to come to socialise and historic river Kesh once we finished our tour of the part to funding from our Rural make new friends.” new community hub. Development Programme match- funding initiative, after over a decade of planning and hard work from people across the community. As soon as we stepped into the “Kesh has a great Frances showed us some of the clothing, kindly donated centre we received a very warm by local people, available in the ‘tunic room’. welcome and it was clear that this was one of the many reasons why it community spirit. has quickly become the heart of the village. While taking us on a tour of the People here really pull facility, The Courthouse Kesh Ltd members; Frances, Alan, and together and are always Gerald told us that it was set up so people can go there in their hour of need without worrying about offering a helping being judged. The new building allows them to provide invaluable services like a food bank, a ‘tunic hand.” room’ filled with clothes for Frances Spence The Courthouse Kesh Ltd families in need, a community café, counselling, and befriending schemes. We were blown away by the work of the team and asked them how Would you like help Visit the rural section of our website they had been able to make a huge making your rural www.nihe.gov.uk to find out how we On top of managing the café, Alan also helps out at difference to this rural community area a better place can support you. the centre’s food bank which has become a lifeline for within such a short space of time. vulnerable people during the coronavirus outbreak. “We try to do everything we can to live?

16 STREETS AHEAD 2020 STREETS AHEAD 2020 17 Not all heroes wear capes...

hroughout the coronavirus outbreak, our staff have been supporting our tenants across Northern Ireland. Check out this snapshot of some of the people who have been Thelping you stay safe in your home, and providing a vital connection to your community.

Dean Weir Kimberley Bellew Catherine Lynch

“A key part of my job is working “As a Housing Executive tenant “The most rewarding part of my “As a Polish national raising within the local community to myself, I understand how job is whenever I get to hand over a family in Northern Ireland, find out what the issues are, and worrying it is when someone has the house keys to a family so they I understand how important it how we can help make where to go into your home to carry out can make it their home. This year is to bring people together to they live better. Community a repair. I’m here to answer any especially, we’ve been working celebrate different cultures and groups have been doing fantastic queries you have and to talk you incredibly hard to do this as breakdown harmful stereotypes. work throughout the outbreak through the steps we are taking to quickly and as safely as possible, This year, the community groups and I am delighted that I’ve make sure you’re protected.” as we know how important I support have been doing this been able to help them support Kimberley Bellew having somewhere to call home is digitally, but I’m really looking vulnerable people living in our Customer Service Advisor, right now.” forward to a time when we can all Mid & East Antrim Area estates.” Catherine Lynch meet again.” Dean Weir Maintenance Officer, West Belfast Area Sylwia McAvoy Neighbourhood Officer, South Area Race Relations Officer, NI wide

We understand that many of you need us now more than We’re here ever. If you would like to discuss your housing situation, or have any queries about your tenancy, get in touch by: to help • Sending us a message on our My Housing Executive tenant portal Sylwia McAvoy • Ringing our General Enquiries Line on 03448 920 900

18 STREETS AHEAD 2020 STREETS AHEAD 2020 19 We were delighted that Betty Carlisle MBE, was able to take time out of her busy schedule Creating a to give us a tour of the facility. sanctuary on the Shankill

etty Carlisle MBE, the provide act as a lifeline, and our staff at the centre so they can enable these Manager of the Shankill have really pulled together so we can women to take part in all these fantastic Women’s Centre, tells us continue to be here for them.” initiatives. how her team have created a After the tour, Betty introduced us Betty and her team also have big safe space where women can to her all-female team who gave us an plans for the future, including the come to get support, learn new skills, insight into the ways they have been building of a brand new shared space Band improve their wellbeing. supporting women and their families for for women at an on over 30 years. They have been working Lanark Way. We were delighted that Since 1987, Betty has worked as tirelessly to: keep their shared education they were able to use our funding to part of the Shankill Women’s Centre - and young women’s projects running; complete an economic appraisal to which was initially based in a Housing develop women through the North make this long-time dream of theirs a Executive property before moving to Belfast Women’s Network; and provide reality and look forward to visiting the its current location - and has been them with opportunities to take part in new centre in 2023. instrumental in transforming the lives of cross-community activities throughout hundreds of local women. Her team has the coronavirus faced many challenges over the past four outbreak. They decades, including working throughout also deliver a ‘’, and has continued to be a wellbeing project, source of support for women during the which is currently coronavirus pandemic. helping 250 “We’ve had to make major changes women improve to the way we deliver our services so their physical and we can keep the women who use our mental health, centre safe,” she explained while giving and provide us a tour of the facility, “the services we quality childcare

“When I’m here Staff member Eileen has been busy putting together materials surrounded by for the centre’s cross-community projects. people that care, I feel I can do anything.” Got an idea for a Call us on 03448 920 900 to speak to the Shankill Women’s Centre service user project in your Good Relations Officer orf your area to find out how we can help make it community? happen.

20 STREETS AHEAD 2020 STREETS AHEAD 2020 21 Register with 1 2 Laura selects ‘Register’ from the menu on the Laura visits the Housing left. This opens the Follow her Executive website ‘Tenant Registration’ www.nihe.gov.uk form and adds some My Housing Executive journey to find and selects the personal information. ‘Register’ option from She creates a out what you the menu on the top username with an right hand side of email address and a need to do to the screen. password. This brings her to the in 7 simple steps register. Passwords must be between 5 and 20 My Housing Executive registration home page. characters in length and contain: • A number • A lower case letter TOP TIP! • An upper case letter Your username should be an e all lead really busy It is important to make email address lives. That’s why it is sure all fields with an that you use. important that you can * are filled in. contact us when you’re on the go, or from the comfort of your home, using the ‘My WHousing Executive’ portal. With My Housing Executive, you can report 3 4 5 a repair, make payments, and get in touch with us, anytime, anywhere… Laura clicks on Laura is sent a Laura opens the all you need is internet access! the ‘Register’ second email email from us button. [email protected] from us asking her and copies the Meet Laura. Laura wants to access She gets an to verify her My verification code information on her tenancy in one easy automatic Housing Executive (she needs this email from us, account. place. for step 6). She confirming She wants to contact the Housing clicks the log-in that we have link and enters Executive at a time that suits her. received her TOP TIP! her username With just a few clicks, registration It can take up to 24 hours for you to receive the verification and password. she can form. email from us, so don’t panic register for if you haven’t been sent one My Housing straight away. You should also Executive, and check your ‘Junk Mail’ folder get access to everything to see if it is in there. she needs.

TURN OVER TO FIND OUT WHAT YOU CAN DO ON 6 7 OUR NEW TENANT PORTAL. Once she is logged Laura’s in to the portal, she TOP TIP! is asked to read My Housing Before you start, have a and accept the copy of your rent statement Privacy Policy and Executive account the Cookie Notice. handy. It will have your She then pastes is now up and Tenancy Number on it the verification Get in touch and will help with the code into the next screen. running! If you’re having trouble registering with My Housing Executive, registration process. please call our dedicated Tenant Portal Help Line on Your Tenancy Number 03448 920 910 to chat to a member of our staff. begins with the number 8.

22 STREETS AHEAD 2020 STREETS AHEAD 2020 23 Keep your world moving, register for

y Housing Executive allows you to access information about your tenancy and to contact us Msecurely 24 hours a day. When you register and sign up to the new tenant portal you will able to: • Check your rent balance and account statements • Make a payment • Order a new payment card • Request services like a transfer, an adaptation to your property, or a self-help repair • Update your contact and personal details 3 ways to care • Request and track a repair • Contact our staff through direct web messages You can do all of this on any of your for your dog devices that connect to the internet when you’re on the go or from the comfort of your home. Register now during the Visit our website www.nihe.gov.uk and click on the ‘Register’ icon on the top right hand corner of the home coronavirus page to get started. We’re always adding new services so keep checking back to see what else you can do. outbreak

Gus and his beagle Oonagh take a moment to enjoy the stunning views of during their walk along the North Down Coastal Path.

ur North Down & Ards 1. Go walkies 2. Watch their weight During this uncertain time, it’s nice to Good Relations Officer, Gus Exercise is a great way to relieve Being at home more means you’re more have a constant loveable companion, Moore, shares three ways stress, provide mental stimulation, likely to give them treats and leftovers. so try to relax and enjoy the company of that you can help the furry and improve your canine companion’s Try to not give in to those puppy dog your furry family member. member of your family physical health. If you’re worried about eyes too often, as this can cause your pet cope with any changes you’ve made social distancing, try to go at a quiet to become overweight. Do you live in a flat or a maisonette? Oto your lifestyle and daily routine time during the day and keep your dog Dogs make great pets but they can If you’re thinking of following the coronavirus outbreak. on a lead so it doesn’t run into people. 3. Give them space become a source of tension with your Many of us are working from home You may find that your dog loves that neighbours due to the potential noise getting a dog so why not fit in some playtime in the you’re with them more but it’s also and mess. This is why if you’re living garden or inside during your lunch important that they are able to be on in a flat or maisonette, you should get Make sure you chat to your Patch break? It’s a brilliant way for you to their own as well. To help them do this, written permission from your Area Manager first by ringing 03448 920 900. bond with your dog and prevent bad create a safe space in your home for Manager to keep a pet. behaviour. them to go to that is quiet and cosy.

24 STREETS AHEAD 2020 STREETS AHEAD 2020 25 Mark gave us a socially distanced demonstration of Get online what he had learned through the ONSIDE project. with ONSIDE

e called to Mark Like all ONSIDE participants, Mark Gamble’s home - one of got to keep his tablet after the training our tenants in the New programme was finished. He has Buildings area of - continued to receive support so he can Londonderry. Mark has stay connected with family and friends. been taking part in the ONSIDE project Mark, who lives with his fiancé Orla Wto improve his digital skills, and help and pet dog Bailey, has really enjoyed him stay connected with his multiple being part of the project and encourages sclerosis (MS) support group. anyone with a disability to give it a go.

As a participant in the ONSIDE project, Mark was given an android tablet, preloaded with the software he needed, and a guide on how to get set up. He attended weekly digital training sessions over eight weeks. The training sessions showed him how to use video call apps, such as WhatsApp, to connect with his MS support group, family, and friends. The training sessions teach participants how to use the Internet and ONSIDE is led by Disability Action stay safe online. NI in partnership with the Housing The digital training has really helped Executive, the Independent Living Mark. Like a lot of people, he had to Movement in Ireland and Supporting shield due to the risk of coronavirus. This Communities. It is funded by the meant he had to stay indoors, changing European Union’s INTERREG VA the way he socialised. Programme, a programme managed by “I’m part of a MS support group and the Special EU Programmes Body. we would have regularly met up to have a chat,” Mark told us, “So we decided to move our meetings online so we could still be there and give each other a lift during this crazy time.” Would If so ring 028 9029 7880 / What is ONSIDE? 00353 1873 0455 or email ONSIDE stands for Outreach, Navigation, Social Inclusion and you like to [email protected] Digital Engagement. take part in You can also be referred to ONSIDE is a cross border, pan-disability project which aims to the project by your reduce the social isolation often experienced by disabled people ONSIDE? Patch Manager. living in Northern Ireland and the border regions.

A project supported by the European Union’s INTERREG VA Programme, managed by the Special EU Programmes Body (SEUPB).

26 STREETS AHEAD 2020 STREETS AHEAD 2020 27 FIND YOUR STOPCOCK From the 3rd to 14th August we The stopcock is CONTACT US used for turning showcased the importance of social MILE the cold water off and on. When you and affordable housing in rural IF A PIPE BURSTS AVOIDINGturn FROZEN the stopcock PIPES IF A PIPE FREEZESReport your repair online at n n Turn off the water at the stopcock areas through our #RuralHomesNI n Keep your home as warm as possible, Turn the water off at the clockwise the www.nihe.gov.uk n water supply will stop.even when Stopcocks you are out, are by setting the stopcock Turn on all the cold taps and collect heating to come on for short periods n Protect everything around the water in the bath or sink to use for social media campaign. Flip back usually found in your kitchen, below the flushing the toilet later n If you can, lift the trap door to the roof pipe that appears to be frozen n STONESsink unit. Howeverspace in some slightly houses to allow warm the air to to avoid damage if it bursts Block the escaping water with towels to page 16 to find out how we are stopcock is found incirculate a front or back hall. n Open the tap nearest to the part n If the water has come into contact IT IS IMPORTANTn YOU Open the KNOW doors to WHERE the sink unit THE to allow of the pipe you think is frozen with electrics the electricity should helping villages like Kesh thrive. air to circulate around the pipes so the water canRing flow our through 24 hour repair line be turned off at the mains if it is safe FROM OUR STOPCOCK IS. when it has thawed to do so n Allow warm air to circulate around the n n house by opening doors to all rooms Thaw the ice03448 in the pipe with 920 901 If water has come into contact with a hot waterfor bottlefurther or advicehairdryer or in an emergency the Mains Box, do not attempt to n DON’T FREEZE If you UP! are away from home, ensure the (taking care to keep it well away touch it and do not use any electrical heating comes on for regular intervals from any water), beginning equipment in the house YEAR During spells of severeand ask cold someone it is to possible check regularly for from the tap end and working n Turn off your gas or oil heating frozen pipes back towards the cold water for water pipes in your home to freeze. This systems tank may lead to a burst pipe when the thaw n If you have a solid fuel room heater or n Never use a heat gun or an open fire, let it go out sets in. This can damage your home and blow torch belongings. With these simple precautions n If you have a solid fuel roomText WHAT SHOULD I DO IF I HAVE heater, or an open fire with a CHECK ON NEIGHBOURS you can reduce the risk,NO WATER? back boiler, you should66644 let your IF YOU CAN or deal with burst If your water supply fails, there may be a firestarting go out your message with the word ‘REPAIR’Remember, everyone in your locality will be burst pipe in your home, or a leak in the pipes. n and remembering to include your addressfeeling the effects of bad weather, and some mains system outside your home. If there is If you have oil, gas or wood people may be anxious or feel isolated. 2020 has been a year like water at the kitchen cold tap then the mains pellet boilers you should reduce Try to stay in contact with your neighbours supply is working. If you think it is a mains your water usage, but you can and help out if you can. problem, call NI Water on 03457 440 088 or continue to run your heating at no other but despite the email: [email protected] a low setting Over the past year challenges; we still had a OTHER USEFUL NUMBERS our staff have raised over Northern Ireland Water We celebrated Puppy Pride at Muddy lot to celebrate. Waterline ...... 0345 744 0088 In January, we shared ourLeakline ‘Top ...... Tips for Winter’0800 028 2011 on Paws, a dog grooming social enterprise our social media channels.Northern Turn Ireland to Electricity page ..... 3903457 to 643 find643 run by MACs, during the summer. £110,000 Northern Ireland Gas for charities across out the steps you can takeEmergency to avoid Service ...... a pipe0800 freezing 002 001 Turn back to page 24 to find out three in your home. ways you can care for your dog during Northern Ireland. the coronavirus outbreak.

On International Women’s Day in e launched our new March, we celebrated women like Community Safety Strategy Deirdre Crawford, our Community in October. Turn over to Cohesion Manager, who works page 30 to find out how Mid with us to help communities across W& East Antrim Agewell Partnership have Northern Ireland. Flick back to been using our funding to help older Our Grounds Maintenance Team page 20 to find out more about people feel safe, and live independently worked with pupils from St Peter’s the fantastic work being done by in their home. Primary School in West Belfast to Shankill Women’s Centre. spruce up a piece of communal land on the Falls Road in February. In autumn, we launched our NI Energy Advice Line. You can speak to our staff to find out how to reduce your carbon footprint, and to save money on your energy bills by calling us on 0800 111 4455.

e unveiled our new he 9th to 13th November was Talk tenant Money Week. If you would like to portal, My talk to someone about making your WHousing Executive, in money go further or would like a May. Flip back to page Tbenefit check flick over to page 34 to find 22 to find out how to out how our Financial Inclusion Managers register today. can support you.

Following the coronavirus outbreak, we opened a COVID-19 Fund in April, to support community groups who were helping vulnerable people living In July, we launched our Social in their neighbourhood. Go to page Enterprise Plus Programme. To find out 10 to see how Ballycastle Community what support we can offer your social Development Group used our funding enterprise email socialinvestments@ to reduce social isolation during the nihe.gov.uk pandemic.

28 STREETS AHEAD 2020 STREETS AHEAD 2020 29 Jenny Dougan from MEAAP and Reverend Ian Magowan have been encouraging older people who live in the Mid & East Antrim Borough Council area to use the Staying young at heart charity’s Community Navigator service. with Mid & East Antrim Agewell Partnership

n September, we caught up with Schemes, and Home Safety Checks. Jenny Dougan, from Mid & East As the coronavirus outbreak continues Antrim Agewell Partnership to evolve, Jenny encourages anyone (MEAAP), and service user, living in the Mid & East Antrim Borough Reverend Ian Magowan, at the Council area to contact MEAAP: People’s Park in Ballymena to find “The Community Navigator service is Iout how MEAAP have been supporting basically like the Yellow Pages for older older people over the past year. people. We can help you stay connected to your community, improve your MEAAP is a charity that provides advice wellbeing, and make new friends. Give and assistance to older people living in us a call on 028 2565 8604 and find out the Mid & East Antrim Borough Council how we can support you!” area. On our socially distanced walk round the People’s Park, Jenny told us that older people needed the charity more than ever this year, as many of them had to self-isolate, and were worried about doing everyday things we all take for granted. During lockdown, they extended their opening hours so they could “MEAAP made respond to the huge volume of calls, with staff busy arranging prescription everything so easy pick-ups, dog walking, and even just and were a great help. As part of our Community Good Morning West Belfast Good Morning Down checking in with older people to Safety programme, we 028 9024 5943 028 4461 3434 find out how they were coping. This I would encourage any give funding to groups phenomenal work was on top of their Good Morning North Belfast Mid & East Antrim Agewell Partnership Community Navigator service funded older person to give that support older people 028 9071 9200 028 2565 8604 by Northern Health & Social Care Trust them a call.” across Northern Ireland. Good Morning South & East Belfast Mid Ulster Agewell Partnership and delivered in partnership with Age Make the call and find out how they can 028 9087 2277 028 7963 2170 NI, where they signpost older people to Rev. Ian Magowan help you. organisations that provide services such as Community Transport, Befriending

30 STREETS AHEAD 2020 STREETS AHEAD 2020 31 Creating Dementia Friendly Homes Making your life easier e sat down with the needs of each individual, they can Andrea Curran, our stay independent, active, and safe.” Dementia Champion We are able to support tenants in a in Downpatrick, to number of ways, such as adapting their We can make adaptations to your chat about how we’re home, providing a ‘Dementia Friendly home, without a referral from an helping tenants living with dementia Pack’ full of items that can make doing Occupational Therapist, to help you Wto stay safe in their home, and remain everyday tasks easier, and can refer continue to live independently. independent. them to partner agencies that provide We can also give you a ‘Dementia specialist support. We can also add an Friendly Pack’ which includes items In 2018, Andrea and her colleague alert to our customer records, with the such as: Paula Keenan, developed a ‘Dementia tenant’s permission, so that when we Andrea Curran is one of many of our • A specially designed landline Friendly Homes’ pilot in our South Down get in touch, we do so in a way that specially trained Dementia Champions. telephone with large number area. Since then, we have trained over meets their needs, and suits them and keys and picture buttons 40 members of staff across Northern their family. • A 2-in-1 calendar clock that Ireland as Dementia displays the month, day, date Champions, providing and time prominently bespoke support to • A dry-wipe reminder board and our tenants, and their pen families, who are living Would you • Colour contrasting key fobs with dementia. with labels “People who have like help? • Alzheimer’s Society documents been diagnosed with and guides To contact one of our Dementia dementia often worry Our staff can offer you advice • An easy to read bookmark that Champions send us a message about managing their and provide you with a free has all our contact details on it on our tenant portal, My Housing home and we want to ‘Dementia Friendly Pack’. If you would like a pack or to have Executive, or ring our General let them know that we your home adapted please speak to Enquiries Line 03448 920 900. are here to help,” Andrea explains, one of our Dementia Champions. “By making simple changes, based on

32 STREETS AHEAD 2020 STREETS AHEAD 2020 33 Would you like a Financial MOT?

ur Financial Inclusion They will talk you through your Managers are here to situation, and guide you through the check you’re getting simple steps you can take so you feel all the benefits you’re more confident in managing your entitled to, and to help money. Why not take your foot off make your money go further. the pedal for a few minutes and book O yourself in for a financial tune up? Every year millions of us take our If you would like to speak to Sinead, Michael takes care of our North region, cars to get an MOT check to make Michael, or Niamh contact your Patch covering counties Antrim and Derry-Londonderry sure that it’s safe to drive, and to find Manager and ask to be referred to a and the Strabane area. out if anything needs fixed. It’s also Financial Inclusion Manager. important to do a Financial MOT so you can reduce the amount you’re spending on your bills, to see if you can increase your income, or start a savings pot for a rainy day. Our Financial Inclusion Managers, Sinead, Michael and Niamh, are there to: • Perform benefit checks to make sure you’re getting everything you’re Niamh looks after our South region, entitled to encompassing counties Armagh, Down, • Help you create a budget Fermanagh and Tyrone. • Provide impartial advice so you can reduce your debt, resolve any benefits issues, and help you make the most out of your income

Take your financial wellbeing up a gear

Our Financial Inclusion Managers can check to see if you’re getting all the benefits you’re entitled to. Here’s a snapshot of how they’ve helped tenants become better off every month.

I was struggling financially but didn’t think I could I had to give up my job to care for my disabled child claim any benefits because I was a single tenant. and didn’t think I’d be entitled to any benefits as my I got great advice so I now know how to claim the husband works full time. After doing a benefit check right benefits and have found myself £603 a month I found out I’m able to claim £800 a month in better off. Universal Credit. Sinead covers the greater Belfast region, including and Castlereagh.

34 STREETS AHEAD 2020 STREETS AHEAD 2020 35 What to expect when Applying we need to visit for a your home transfer

f you have a maintenance issue or a What happens if a gas f your home no longer meets Your Patch Manager will need to repair that needs fixed, our staff or safety check is due in your needs, and you are thinking know if the property you are currently contractors may need to visit your my home? about moving, it is important living in has been kept in good home. We are required to to speak to your Patch Manager. condition so there may be instances I carry out a service and They will discuss your housing where we have to visit your home. To To keep you safe, they will take the safety check each year options such as getting your home protect you and our staff, we want to following steps, in line with advice from of all gas appliances Iadapted, exchanging properties ensure that visits to your home are the Health and Safety Executive, while we have installed in with another tenant using our kept to a minimum, so we will explore the work is being done. your home. This is a HomeSwapper service, and applying other options first. legal obligation that for a transfer. Before we visit your home must be completed by Viewing your potential new home We will contact you to: all landlords in the UK. If you decide to apply for a transfer, If you receive an offer of • Arrange a suitable time and date for These checks help keep your Patch Manager will carry out an accommodation, you will be asked to the work to be carried out you safe, and ensure assessment to determine if you meet view the property so you can decide • Check that no one in your home that the gas appliances the criteria to access the transfer list. if you would like to live there. We will is self-isolating or has coronavirus are working efficiently. Due to the coronavirus outbreak, contact you to arrange a viewing, and symptoms Your safety is our top we have adapted our usual transfer explain the steps we will be taking priority; this is why our process so we can keep you and our to keep you safe while the viewing is When carrying out the work contractor’s Gas Safe staff safe. taking place. Our staff and contractors will: Engineers will also take • Sanitise their hands the steps mentioned Carrying out a Housing Needs Accepting an offer • Wear suitable Personal Protective earlier when carrying Transfer Assessment If you accept an offer of Equipment (PPE) out the work. If you meet the criteria for a accommodation, we will be in touch • Ensure they stay at least 2 metres If you are due to transfer, your Patch Manager will with you to agree your tenancy start apart from everyone in your home have a gas safety check assess your housing needs, and award date and arrange a sign up. This will be Before they leave your home, they in your home, our you points based on the conditions done in line with Public Health Agency will sanitise the area they have been contractor will send set out in the guidelines. working at. you an appointment Housing Selection letter. If this does not Scheme. You will Help us help you suit, we ask that you then be placed on You should take the following steps to contact the contractor the waiting list, protect yourself whenever our staff or using the telephone and be entitled to contractors visit your home: number on the letter three reasonable • Open your front door and stand well to make alternative offers of back arrangements. accommodation. • Ensure everyone in your home stays If you are self- at least 2 metres away from the area isolating, or would being worked at like more information • Open the window, if possible, in the on how we can help room the staff member or contractor you stay safe when we will be in visit your home, call By taking these steps, we can all stay our 24 hour Repair safe during the coronavirus outbreak. Line on 03448 920 901.

36 STREETS AHEAD 2020 STREETS AHEAD 2020 37 Staying WATER

safe in Legionnaires’ disease, a severe form of pneumonia, can be caused by inhaling small droplets of water Cleaning your shower head regularly containing the Legionella bacteria. reduces limescale build up.

To make sure your water is safe in your Water circulating – Turn on If you believe any part of your water home you should keep: infrequently used taps and showers system has been damaged ring our your Hot water hot – Hot water should be weekly and run the water for five 24 hour Repair Line. stored at 60oC. This is set for you by our minutes to prevent the build-up of You can get further advice on contractors during your annual heating bacteria. Legionnaire’s disease by emailing service so make sure you don’t change Outlets clean – The bacteria feeds on waterhygienemanagement the temperature. limescale on taps and shower heads. @nihe.gov.uk Cold water cold – The bacteria doesn’t Cleaning these regularly will prevent home grow in water below 20oC. limescale build up.

You can take some simple steps to help everyone in your home Find your stay safe, and prevent your belongings from being damaged. stopcock If you have a leak in your To prevent a fire occurring in your home, home, you may need to cut off follow these tips: ICE your water supply. This can be 1. Check your smoke detector regularly done easily by turning off your 2. Don’t leave candles unattended stopcock or stop valve. FIRE 3. Switch off and unplug any Your stopcock is usually in appliances not in use the cupboard below your kitchen 4. Don’t dry clothes on electric heaters sink but it may also be in an airing or leave them on when you’re out cupboard or under the floor Setting your heating to come on for short periods reduces the 5. Make sure you don’t leave cookers or boards by chances of a pipe freezing in your home. chip pans unattended your front door. You can stop the pipes in your home from freezing by: To cut off 1. Setting your heating to come on for short periods during the day your water 2. Allowing warm air to circulate by opening doors in your home supply you 3. Setting your thermostat to 12-15oC for when you’re out of your home need to turn 4. Opening the doors to the sink unit to let air circulate around the pipes it clockwise. 5. Lifting the trap door to the roof space slightly to allow warm air to circulate

An EMERGENCY REPAIR is where there is an Reporting an IMMEDIATE RISK TO LIFE OR PROPERTY such as: • Unsafe gas supplies or installation • Burst water pipes • No electrical supply or unsafe electrics • Faulty smoke alarms Switching off and unplugging Emergency • Your home not being secure appliances that you’re not using is a simple way you can prevent a fire You can report an Emergency Repair by ringing our occurring in your home. Repair 24 hour Repair Line on 03448 920 901.

38 STREETS AHEAD 2020 STREETS AHEAD 2020 39 Get a move on with HomeSwapper

re you looking to downsize, With HomeSwapper you can swap of your current home, as well as a few move to a bigger property, with another Housing Executive tenant lines on what you’re looking for in a new or live in a different area? in Northern Ireland or a housing home and where you would like to live. You should register for association tenant who lives in any By doing this, potential swappers can HomeSwapper, an online part of the UK. After you register your see what your current property looks like Mutual Exchange service for social account on the HomeSwapper website and find out if their home meets your Ahousing tenants, and find a home that or app, a member of our housing team needs. You can also search for homes meets your needs. will confirm if you are entitled to swap. and send messages to other tenants Your Patch Manager can also offer advice to see if they would be interested in on things to consider when looking for a swapping. new home. Over 500,000 people are on If you have a secure tenancy with HomeSwapper so join now and find your us, you’ll be able to post an advert on new home! HomeSwapper. This should have photos

Despite the coronavirus outbreak, Philip and Diane have been busy enjoying city life since they moved into their flat in February.

Moving just From the “We lived in Whitehead for 22 years but more manageable garden in east Belfast decided to downsize when our daughter within 6 weeks. round the coast to the city moved out. We really love it here and are HomeSwapper was so easy and delighted our old house can now be Diane’s & Philip’s story corner straightforward to use. We were able used by someone else to bring up their Leanne’s story to swap to a ground floor flat with a family.”

“In January I decided that I wanted to move out of my flat in Killyleagh into a house as I wanted more space for myself and my cat Eddie. Make a house Get HomeSwapper was great as you could view photos of other people’s properties and get a feel for what it hunting checklist swapping would be like to live there. I also wanted a house with oil central heating so I was now able to ask the previous tenant if their When doing a search on • What outdoor space you would like HomeSwapper have a think about: to have To register for HomeSwapper home had this and how much it costs to download the app from the Google heat it. • How many bedrooms you need • The area you want to live in Play Store or the Apple App Store. Being able to choose the area I • The type of property you want to This will make it much easier for you You can also create an account on Leanne has been busy turning her new house into a home wanted to live in was brilliant as I could live in to decide if you want to swap homes. www.homeswapper.co.uk but she took time out for a cuppa when we came to visit her. pick an estate that was still just round the corner from my mum and dad.”

40 STREETS AHEAD 2020 STREETS AHEAD 2020 41 Spotting a Tower Making our Block communities scam! Update

e are committed to ensuring all forms of anti-social he internet is an easy way 3. Online shopping – scammers ollowing a public consultation behaviour are tackled appropriately. to shop, complete banking can create fake websites selling in 2018, our Tower Blocks safer transactions, or to keep in products at a much cheaper price Action Plan was approved W While the majority of our areas are safe and popular places touch with friends and family. than other retailers. This is so they by our Board in March 2019 to live, we recognise that nuisance and anti-social behaviour are Unfortunately, it can can get people’s credit or debit card and by the Department for real issues which can have a significant impact on you and your also create opportunities for fraudsters. information. Communities in August 2019. family. TIt’s important to know how to keep F It is important that you know what to do if you’re worried yourself safe when you’re online. Take the scam test Given the complexity and scale about anti-social behaviour. Online scams are when someone If you think something is a scam ask of this plan, we have put together a uses the internet to try to trick someone yourself these 4 questions: programme of business cases setting Reporting anti-social behaviour into giving them money or personal 1. Does it seem too good to be true? out detailed proposals for each block The easiest way to report anti-social behaviour is to ring information. 2. Have they contacted me out of the or groups of blocks. These have been our General Enquiries Line on 03448 920 900 and ask to blue? categorised into 3 phases. speak to your Patch Manager. You can also send them a 3 of the most common scams to look 3. Have they asked me for my personal message on our My Housing Executive tenant portal. out for are: details? Phase 1 If you prefer, a relative, friend, or representative 1. Email scams – scammers can send 4. Have they asked me for money? Demolition or disposal of 14 tower can make a complaint on your behalf. bogus emails to trick people into blocks taking place over a 1 to 5 year You can also report anti-social behaviour entering their personal details. This time period. anonymously on our website www.nihe.gov.uk can be done in a number of ways… This is where our focus is currently however this may mean action that can be taken by pretending to be your bank, If you’ve answered at, with approval now in place to may be limited. encouraging you to send money to yes to any of these then demolish Monkscoole House, Rathcoole It is important when reporting anti-social someone you do not know, or telling it is more than likely a scam. and Latharna House, . behaviour that you provide as much detail you that you have won a competition It is important to make sure as possible, such as the date and time of that you didn’t enter. you do not give out any Phase 2 the incident, who was involved, where it 2. Social media – scammers can post personal or financial Removal of 7 tower blocks over a 6 to happened, and who was affected by the misleading information on platforms information. 10 year period, with remedial works to anti-social behaviour. like Facebook and Instagram, so they be carried out in the interim. It may also be necessary for you can direct you to a website where you to report anti-social behaviour to the enter your personal information. Phase 3 PSNI or your local council. Demolition of 12 tower blocks to be carried out beyond a 10 year period with We are here to support you improvement works taking place in the If you make a complaint, we will meantime. respond in a sensitive way, and take appropriate action to tackle the problem, What happens next? taking your wishes into account. Over the next 12 months we will We also organise support for victims send the remaining business cases to and witnesses, by making referrals to residents for consultation and, after specialist organisations such as Victim Support considering feedback, Northern Ireland. onto the Department for Communities It is important that you for approval. know what to do if you’re worried about anti-social behaviour

42 STREETS AHEAD 2020 STREETS AHEAD 2020 43 our home should be a safe What happens if you report domestic You only have to tell us about your space. We are here to offer abuse to us? experience once, and we will ensure you advice and support, if you Do not suffer in silence - you can call confidentially in accordance with your Getting are suffering from, or feel at us in confidence on 03448 920 900 and wishes. risk of domestic abuse. ask to speak to your Patch Manager. We also run an out-of-hours, We will support you to make emergency homeless service. If you YWhat is domestic abuse? decisions about your living find yourself in a crisis, after 5pm, at the Domestic abuse can happen to arrangements to help keep you safe such weekend, or on a bank holiday, you can anyone regardless of gender, age, ability, as: ring our team on 03448 920 908. your home sexual orientation, or ethnicity. • Installing security enhancements in Regardless of the abuse you are When a current or former partner, or your home experiencing: a family member is violent or abusive • Organising support from • it is not your fault to you, you’re experiencing domestic organisations that specialise in • you are not alone abuse. It can involve physical contact, helping victims of domestic abuse • you have the right to live free verbal or emotional abuse, coercive and • Arranging temporary emergency from fear adapted controlling behaviour, and threats to accommodation and transport to get • you can survive and move on from harm or kill. there an abusive relationship You do not have to be physically • Discussing your permanent housing harmed to be abused. options with you

e want to help you to live independently. We can do this by carrying out improvement works to your home. W It is important to let your Patch Manager know about the difficulties you are having in your home. That way we can find out how to best meet your needs. Our door The process for each adaptation is different. The timescales can vary significantly so it’s important that you have that initial conversation.

Minor adaptations We are able to complete certain minor adaptations without the help of an Occupational Therapist. is always These include: • Fitting handrails • Lowering electrical sockets to an accessible level • Adding power points • Defining steps for people with visual impairments Major adaptations open If we need to carry out a major adaptation to your home, your Patch Manager will signpost you to your local Occupational Therapy Service. A major adaptation can include building an extension or installing a stair lift. An Occupational Therapist will carry out an assessment. This looks at your needs and how they can be met through a range of services, like adapting your Help is at the other end of the phone home. The Occupational Therapist will send a IF YOU FEEL IN IMMEDIATE We give funding to a range of specialist Men’s Advisory Project: 028 9024 1929 recommendation onto us if they think that adapting organisations that provide advice and or 028 7116 0001 your home would help you. DANGER, CONTACT THE PSNI support to victims of domestic abuse. Men’s Action Network: 028 7137 7777 We will get in touch with you to arrange to come BY CALLING 999 You can get in touch with them by calling out to your home. We will carry out an inspection to If you are unable to speak press 55 the following numbers: Support for the LGBT+ community determine if we can make changes to your home. on your keypad, the call operator The Rainbow Project: After the inspection we will talk to you about the 24 hour Domestic and Sexual Abuse Adaptations, like getting a stair lift installed, will flag with the SILENT SOLUTIONS 028 9031 9030 or 028 7128 3030 options for adapting your home. If major work is Helpline: 0808 802 1414 can help you to live independently in your home. team as an emergency. If you are worried about a child please Speak to your Patch Manager to find out how we can help. required, we will appoint a contractor who will agree Women’s Aid: 028 9024 9041 the start date and timescales with you. ring the NSPCC on 0808 808 5000

44 STREETS AHEAD 2020 STREETS AHEAD 2020 45 Taking it Embracing to the all our neighbours Interpretation

f English is not your first language and you need help with interpreting & services for next level translation the Housing Executive can provide free services on request, please ask for further details at your local office. deaf or hard IARABIC ROMANIAN of hearing Dacă nu sunteți vorbitor nativ de limba كتغل يه ةيزيلجنالا ةغللا نكت مل اذا يف ةدعاسملا ىلع لوصحلا جاتحتو مألا ne of our tenants, engleză și aveți nevoie de sprijin în customers عيطتستف ، ةيطخلاو ةيهفشلا ةمجرتلا Diane Huston, from interpretare sau traducere, Autoritatea هذه ريفوت ةيذيفنتلا ناكسالا ةمدخ Larne Community Care Irlandeză pentru Locuințe [Northern كنم ىجري ، بلطلا دنع ةيناجملا تامدخلا Centre, has been busy Ireland Housing Executive] vă poate oferi نم ليصفتلاب رمألا اذه لوح راسفتسالا studying for three OCN aceste servicii gratuite la cerere; vă rugăm f you are deaf or hard of hearing .يلحملا كبتكم Level qualifications in Community solicitați detalii suplimentare la biroul you can get in touch with us online, ODevelopment over the past year. We CANTONESE local. I by text, or face to face. checked-in to find out how staff in 如果英語不是你的母語，並且你需要 Supporting Communities have helped 幫助來進行口譯和文字翻譯，那麽 SLOVAK LET’S CONNECT her take her learning and career to the 可以根據請求而提供 Ak angličtina nie je váš materský jazyk Housing Executive British (BSL) and Irish Sign next level. 免費的服務，請在你當地的辦公室詢問 a vyžadujete si pomoc s prekladom a Language (ISL) users can use the 進一步的詳情。 tlmočením, kancelária úradu pre otázky online interpretation service offered As an OCN training centre, bývania (Housing Executive) vám ochotne Supporting Communities provides by SignLive to access advice and LITHUANIAN poskytne tieto služby bezplatne. Prosím, training and offers a range of Diane didn’t let the weather dampen her spirits support on everything to do with when we met her earlier this year in Larne. Jei anglų kalba nėra jūsų gimtoji kalba ir požiadajte svoju miestnu kanceláriu o viac qualifications to community groups your tenancy with us. jums reikia pagalbos dėl vertimo žodžiu informácií. across Northern Ireland. In May, Diane Video Relay Service (VRS) works ir raštu, jums pageidaujant Housing spoke to one of their Community “Without the support and guidance by connecting you with a BSL or Executive gali suteikti nemokamas vertimo SOMALI Development Officers about doing a ISL interpreter who will relay the of Supporting Communities paslaugas; dėl išsamesnės informacijos Haddii af Ingiriisigu uusan ahayn course that would fit around her busy I would not have had the luqaddaada hooyo oo aad u baahan conversation between you and a prašome kreiptis į vietinį skyrių. member of our staff. family and work life. confidence and opportunity to tahay in lagaa caawiyo turjumaadda To find out how to use SignLive “Even though I didn’t plan to, consider Community Development MANDARIN oraahda ah iyo midda qoran Agaasinka I completed two qualifications in the visit our website www.nihe.gov.uk as an area of further education.” 如果英语不是你的母语，并且你需要 Guryeynta (Housing Executive) past 7 months, and am about to finish 帮助来进行口译和文字翻译，那么 ayaa adeegyo bilaash ah bixin SEND US A TEXT my third,” she told us, “It’s all down 可以根据请求而提供 kara marka laga codsado, fadlan Housing Executive If you have a textphone or the to my trainer Karla who has been 免费的服务，请在你当地的办公室询问 faahfaahin dheeraad ah weydii xafiiska • OCN Level 2 - Relay UK app installed on your so encouraging and given me the 进一步的详情。 xaafaddaada. confidence to continue progressing.” Level up Understanding Social Enterprise smartphone, you can communicate with us via text using the below Diane, who was recently promoted We provide funding to Supporting • OCN Level 3 - POLISH For customers with sensory disabilities, to a senior position within Larne Communities so they can offer numbers: Developing Social Enterprise Jeśli język angielski nie jest Państwa językiem information can be provided in alternative Community Care Centre, thought the qualifications free of charge for GENERAL ENQUIRIES: ojczystym i potrzebują Państwo pomocy w formats like large print, Braille or audio. training was very practical and uses members of our Housing Community • OCN Level 2 - Tenant Participation 18001 03448 920 900 zakresie tłumaczeń ustnych i pisemnych, Sign language interpreters can also be it in her everyday work. She found Network: and Community Development REPAIRS: 18001 03448 920 901 Housing Executive oferuje bezpłatne usługi provided, but please give as much notice as the sessions on establishing good HOUSING BENEFIT: • OCN Levels 1, 2 and 3 - • OCN Level 2 - tłumaczeniowe na życzenie. O szczegóły possible to allow us to meet your request. governance practices, completing 18001 03448 920 902 Community Development Improving Housing Services prosimy pytać biuro lokalne. funding applications, and setting up an effective committee, really helpful. These courses can allow you to gain These can all be done online so if you’re VISIT OUR OFFICE PORTUGUESE Diane is planning to continue her direct access to Ulster University interested in studying, please speak to If you’ve been asked to come Se o Inglês não for a sua língua materna studies when she finishes her OCN Level to complete further training within your local Community Development into one of our offices by a member e precisar de ajuda com tradução e 3 in Community Development. In fact, Community Development even if you Worker at Supporting Communities or of our staff to discuss your housing interpretação, o Executivo de Habitação she’s hoping to go to Ulster University, do not have any previous GCSEs or one of our Good Relations Officers. situation, we can arrange for a BSL pode providenciar serviços gratuítos to study the subject at degree level next A-Levels. You can also find more information at or ISL interpreter to provide you mediante solicitação, pode obter mais year - continuing to take her learning to www.supportingcommunities.org with communication support during informações no seu escritório local. the next level. your visit.

46 STREETS AHEAD 2020 STREETS AHEAD 2020 47 What can my Patch Get in touch You can contact your Patch Manager Manager help me with? and other members of our housing team in the following ways: Patch Managers are here to look after you and help resolve your housing issues. Here are some of the ways your Patch Manager can BY OUR TENANT PORTAL Send us a message on our tenant support you. portal My Housing Executive at a I love my home but need some support so time that suits you. I can continue to live there independently. Register at www.nihe.gov.uk With a referral from an Occupational Therapist, we can carry out minor and major adaptations to make it easier for you to BY PHONE do everyday tasks. You should chat to your Patch Manager GENERAL ENQUIRIES about the difficulties you’re having so they can determine what adaptations can be made to your home so it meets your needs. 03448 920 900 (Lines are open 8.30am to 5pm They can also refer you to specialist organisations that provide Monday – Friday) additional support services to help you manage your home. REPORT A REPAIR 03448 920 901 (Lines are open 8.30am to 5pm for normal I’m finding it difficult to manage my money and repairs and 24 hours for emergencies) I’m worried about falling behind on my rent. You can also report a repair by Your Patch Manager can talk you through your situation and texting 66644 (starting your discuss the various options available to help you manage message with the word ‘REPAIR’ your rent payments. If you like, they can also refer you to and remembering to include your one of our Financial Inclusion Officers who can check that you’re getting all the benefits you’re entitled to, and address) help you make your money go further. BY EMAIL For general enquiries email [email protected] My home no longer meets my family’s needs and I would like to move. BY SOCIAL MEDIA Social media is a great way to If you would like to live in a different keep up to date with everything area or another property, your Patch I’ve been having difficulties with Manager can help you complete a my neighbours and need some happening in your area and you transfer application and help resolving them. can also report anything you need talk you through your help with. housing options. If you’re worried about anti- Like us on Facebook social behaviour, or are having a dispute with your neighbour, @HousingExecutive you should speak to your Follow us on Twitter Patch Manager. They will @nihecommunity & handle your complaint in Instagram nihecommunity a sensitive way and work alongside our partners like the PSNI to resolve BY VISITING OUR OFFICES the problem. We understand that you may prefer to speak to someone in person. However, in order to keep you and our staff safe, access to our offices is by appointment only. If your issue can’t be solved over the phone or online, your Patch Manager will make an appointment for you to come in to your local office to speak to a member of our housing team.

nihe.gov.uk facebook.com/housingexecutive @nihecommunity nihecommunity HS-98-09-20-JG