News Winter 2019

Dementia residents benefit from Fund Page 3

In this issue: Our work in your communities Page 10 Transforming community gardens and follow our Junior Wardens Top Winter Tips Page 4 Tips to keep your home warm this winter

Adra Newsletter December.indd 1 27/11/2019 14:17 Welcome to a new look and name – Ffrancon Williams, welcome to Chief Executive Adra After over six months in the making, we are proud to unveil our bold new rebrand and a name change from Cartrefi Cymunedol (CCG) to Adra in October. Our Chief Executive, Ffrancon Williams, told us: “This marks an exciting time for us as a company. Every successful organisation and company needs to adapt and modernise, so that people have a better understanding of who we are and what we do. “When we asked customers about our old name and look, they told us that we are doing great work, but our name and branding doesn’t reflect the modern company we have become. Working with Tenant Partnership members was an important part of deciding on a new name and branding – and we felt that this would really help with the confusion between us and the Council.” The Chair of our Tenant Partnership, Derek Hainge, said: “Partnership members have always said that a new branding for CCG should better reflect the modern company it has become. Introducing a new identity and changing our name to Adra was a proud moment for us as a tenant group. We felt our voice was listened to.”

How will this affect you as tenants and customers? We’re always here to help – and you’ll still • Staff be able to contact us in the same way You will still see and speak to the same staff, but they will have new uniforms and By phone: 0300 123 8084 (8am – 6pm, Monday to Friday until 1 January ID badges. Phone us if you are not sure 2020 and then 8 am – 5.30 pm Monday to Friday) about anyone visiting your home. • Direct Debit, Allpay or Standing Order Visit our website: adra.co.uk will carry on as usual, so you don’t need to do anything. Any cheques will need to be or on Facebook, Instagram or Twitter made payable to Adra (Tai) Cyfyngedig. @adrataicyf • Documents all leaflets, letters and documents will have Send us an email: the new Adra logo [email protected] • Vans our vans will now start appearing with the Visit one of our offices at Bangor, new branding on them – and some of our , or vans will be white, only without the old (9am – 5pm, Monday to Friday) CCG logo on them. For Emergency Out of Hours call: 0300 123 8084 (24 hours) 2 2

Adra Newsletter December.indd 2 27/11/2019 14:17 Plas Hedd residents to benefit from community funding There are several community groups doing brilliant work in our communities. That’s why our Community Investment Fund is available for community groups to Aros Adra gets busy apply for up to £1,000 of funding. Since launching in April, our new home Cllr Nigel Pickavance’s application for support service, Aros Adra, is becoming Partneriaeth Maesgeirchen Partnership very popular. were recently awarded funding for Plas Hedd Care Home, to buy games for the Elin Meirion Jones, who leads up the Aros Adra Team, elderly there. told us about Aros Adra’s first months since its launch: The PMP’s application was successful, and “There is certainly a demand for home support we awarded funding for Plas Hedd Care services, where our customers can get things that are Home in Maesgeirchen to buy games for the important for them done. For people who are older, elderly who live at Plas Hedd. Many at Plas have a disability or are ill, it could make the difference Hedd suffer from dementia. between staying at home and being isolated, or going So they chose to buy equipment and out; or the peace of mind that those small tasks that games that will help manage their sometimes get too much, are done.” condition – games such as playing Malcolm and Gaynor both suffer with their health and cards, snakes and ladders and lego. Malcom is Gaynor’s carer. She’s been unable to get out Nigel Pickavance told us: “These games of the house, despite having a mobility scooter. will make a world of difference to the residents here at Plas Hedd. The innovative Aros Adra helped Gaynor gain more confidence ‘interactive cat’, developed to help people around her scooter and allow Malcolm some respite with dementia, is a big hit with everyone. from his care for her. Now, Gaynor enjoys her outings Staff and residents have benefited from with the Aros Adra team to the cafe and shops. having all this new equipment. Thank you very much Adra.” Mrs Nellie Jones from has always By phone: 0300 123 8084 loved socialising but, after losing her husband and If you are part of a community group (8am – 6pm, Monday to Friday until 1 January having suffered considerable health problems, she that could benefit from funding, visit our 2020 and then 8 am – 5.30 pm Monday to Friday) hasn’t felt like going out much. Aros Adra arranged website for more information: and accompanied her on local outings for lunch and www.adra.co.uk to meet old friends. “I’ve really enjoyed the chance to There are three rounds of funding every year; get out of the house again – it’s given me something the next deadline will be 15 February 2020. to look forward to and allow me to meet up with friends I haven’t seen for ages.” The service currently costs £15 per hour. To book call 0300 123 8084. For more information go to adra.co.uk/ arosadra Councillor Nigel Pickavance and the manager of Plas Hedd with the games they bought

3

Adra Newsletter December.indd 3 27/11/2019 14:17 Your Home Garden improvement schemes Our gardens are an extension of our homes. That’s why we take safety in your gardens very seriously.

Recently we’ve been working with a local Local resident Eric Baylis used the fencing contractor, G H James, to improve the fencing donated by G H James to build a fence to and paths around the back gardens of protect the flowers grown in the middle of the houses in . Because these gardens village from hungry goats. A huge thanks to Mr are on a hill, this posed quite a challenge. Baylis for his work. But working with GH James has ensured We love working with local people on community that these gardens are now safe havens projects such as this. Here’s looking forward to for the residents. seeing the flowers blossom in the spring!

Top Tips to keep your home warm and safe in Winter

If you find a leak, you’ll need to find your stop tap. This will turn off the water supply to your home. It will always be located on the ground floor, usually under the kitchen sink.

If your electricity goes off, find the trip switches which are located on the ground floor near the meter (if one present). See if any of the switches are pointing down, as this is usually why the electricity has tripped. Unplug all plugs around the house, flick the switch back up and place all plugs back into the sockets.

Are your radiators cold at the top, but warm at the bottom? They might need bleeding. You’ll need to get an air vent key. Put the key in the valve and turn it slowly to let the air out; once water comes out, close the valve again – this means the radiator has been bled.

Check your boiler pressure to make sure your radiators are working properly. Visit our website www.adra.co.uk to view our ‘how to’ videos.

If your smoke alarm / carbon monoxide alarm is bleeping, you’ll need to know how to silence them. Hold the round button for 10 seconds until alarms are silenced.

Is your tap dripping? You can isolate your tap, instead of turning off your water supply. To do this, turn the small valve on the pipework; this will stop the water supply, which will stop the leak until a repair is made.

Keeping your house damp-free is important for many reasons. To avoid damp, ventilate your home by opening the windows daily, heat your home gradually and dry clothes in ventilated rooms or outside.

4

Adra Newsletter December.indd 4 27/11/2019 14:17 Your Community Coastline clean-ups We are lucky that That’s why, during ‘Green Why not arrange a beach Week’ at Adra, we decided to clean yourself? We hope we’ve we have numerous offer our staff the opportunity inspired you to grab a bin bag beaches and an to volunteer in a beach clean. and get outside to help keep excellent coastal path, We arranged one at Dinas our communities clean and Dinlle and another at Morfa tidy. Or if you don’t fancy a that we can use for Bychan. Our bin bags were beach clean, we pledge you to free, on our doorsteps. full of all sorts of rubbish, from leave nothing behind on your ropes to cigarette stumps, visits to the beach. In Gwynedd itself, we’re fireworks and, of course, Take your rubbish home with surrounded by 180 miles of plastic. Large pieces of plastic you and recycle what you can. beautiful coastline. But living and microplastics were all over It can make a difference if we in such a scenic area comes the beach. It only took us a all take small steps to help our at a price. Unfortunately, our couple of hours, but we found planet flourish. oceans are full of plastic, and so much waste. this ends up on our beaches and coastal paths.

Get on board with us to improve our services We’ve set up a great way different areas across north The team’s next review will look to improve our services , and they conduct at the services provided by our for you. reviews by calling customers to Call Centre. It’s a review that ask a set of questions. will also be conducted over the Our Quality for Customers phone. The last review took place Team are people like you, who in October. It looked at the Would you like to join the help us gather views about service provided by the team? We’re always on the the services you have recently Gwynedd Housing Options lookout for new members. received from us. Team for people who are on We’ll provide training and The team gather your views on the waiting list for housing. You travelling expenses. It’s a specific services to see if you can see a copy of the report great opportunity to learn are happy and, if not, to learn outlining the Team’s findings more about Adra. If you are how we can put improvements by contacting Mari in our interested, please get in in place. The team includes Community Involvement Team. touch with Mari by emailing around 10 customers from [email protected] or calling 0300 123 8084.

5

Adra Newsletter December.indd 5 27/11/2019 14:17 Ask the Expert We’re proud of the work we do in partnership with Cyngor Ar Bopeth – Citizens Advice.

Michelle Williams, Casework Manager for Gwynedd - Let those you owe money know that you are Citizens Advice, tells us how they can support you. seeking advice from CAB or other advice agencies and ask for a hold on your accounts. 30 days is How do you help our customers? usually, granted unless imminent court action is We provide general advice on any issues and due to take place. help get other specialist advice from other - Keep a diary of all your income and how much organisations, if needed. We advise people who you spend. This will help you budget within your come to see us with financial difficulties because of household income and maybe see where you debt and see whether we need to get immediate could save some money. help for them. Help could include dealing with serious issues like eviction or threatened - Use Benefit Calculation websites such as possession, court papers, fines and any ‘bailiff’ Turn2us and entitledto to make sure that you are action. claiming the benefits you are entitled to. Don’t delay in making your benefit claims. We also look at ways to increase income by checking if eligible benefits and wages are being - Use comparison sites to get the best deals on claimed at the correct rates. your electricity, gas, phone and other bills. We then see if there are ways to reduce expenditure, such as applying for grant schemes for households on low incomes. We’ll help shop around for better deals with electricity, gas, phone and other bills and look out for costs that may not need to be paid. We can also look at ways to budget within the household income. We’ll discuss ways to resolve money matters for each individual such as requesting hold on accounts, negotiating repayment plans and looking at effective budgeting. Each ase will be different and our advice and action will be appropriate to those we try to help. We also support in setting up Universal Credit Claims as well as challenging and appealing decisions. What advice can you offer our tenants who are struggling financially? - Ask for advice and help as soon as possible. Call CAB Gwynedd on 0345 450 3064 or visit our website or ask a member of the Adra staff to refer you to us. If you live outside Gwynedd, you can call the National Adviceline on 03444 77 2020 or find your local CAB on our website. Michelle Williams from Cyngor ar Bopeth – Citizens Advice, Gwynedd 6

Adra Newsletter December.indd 6 27/11/2019 14:18 Getting to know us We strongly believe that moving into one of our homes is a life event, and we pride ourselves on being approachable and supportive, so that we get people a house with us that best suits their needs. Shian Shallcross works in our Lettings Team, and we caught up with her to find more about what she does at Adra. Tell us a bit more about your work? When we’ve a home becoming empty, we’ve a responsibility to ensure Shian Shallcross it doesn’t sit empty for longer than needed and keep customers waiting too long. As a team, we identify new customers and help them on the journey through allocation right up to the day the keys are handed over. How can I apply How does Adra find new customers for homes that become empty? for a home with Adra? People who want to get a home on social rent with us will first need to We’ve got plenty of information sign up to the Gwynedd Common Housing Register. This is managed on our website at adra.co.uk/ by the Gwynedd Housing Options team. So, when one of our houses how-to-get-a-home about all become available, we are sent a list of applicants in priority need by the homes we have across north the team. There will be a new Gwynedd Common Allocation Policy Wales in 2020, and priority will be given to applicants in housing need and In Gwynedd get in touch with: with a local community connection. We also have homes to let in other E-mail: counties across north Wales, and we work with the local authorities to [email protected] identify new customers from their housing registers. Call: 01286 685 100 Once we have a potential applicant, we’ll meet them to make sure our In Conwy: offer is affordable. If a property has adaptations, or adaptations are Call: 0300 124 0050 needed, our Occupational Therapists will make suitable assessments of needs. If the applicant is already one of our customers, we’ll carry In Denbighshire: out a home inspection, to check that the current home is being kept to E-mail: housingregister@ an acceptable standard. A successful applicant would then be made a denbighshire.gov.uk formal written offer by us. Call: 01824 712 911 What can a new customer expect leading up to signing a tenancy and In Flintshire: getting the keys? Call: 01352 703 777 Once an offer of tenancy has been accepted, we’ll speak to the customer about moving-in times and arrange viewings. We work In Wrexham: closely with our specially-trained Tenancy Support Officers, who can Email: [email protected] help some people, particularly the most vulnerable, to set up a happy Call: 01978 298 993 and comfortable new home. We have plenty of information and tips on what to do, leading up to getting your new home with us, to include who to contact once you Sarah Pope have received the keys to your new home.

Your comments and Your Voice feedback mean a lot to us. We loved hearing from Sarah sympathetic, yet friendly. It was Cook, and Pope from Bangor about the Michelle who dealt with my call. I’m back great service she received from She was brilliant. She took her in work, but our Rents team recently. time to explain what the next I’m very steps would be and that she grateful to Michelle and the “I’ve had quite a hard few weeks was contactable, should I need Rents team for all their help.” recently,” she told us. “I lost my her in the next weeks. Customer career due to the collapse of Get in touch with us immediately service is so important. Your Thomas Cook. I was distraught if you ever find yourself in Rents team is a fine example and felt lost. I contacted your difficult circumstances and are of how to act. Hays Travel have Rents team and spoke to a worried about paying your rent. now taken over couple of lovely people. Your from Thomas staff were very professional; 7

Adra Newsletter December.indd 7 27/11/2019 14:18 New website We launched our new website on 8 October 2019 to go with our new name and look. Have you been seen it? The new website means it will be easier than ever for you to get in touch with us and find information.

Visit adra.co.uk to see it yourself. Children’s Corner Have you seen our new logo? Here is a blank logo for you to colour in...

Christmas Sudoku

Can you solve the Christmas Sudoku? There should be one of each christmas logo in each row and coloumn and only one of each in every 3x3 box.

8

Adra Newsletter December.indd 8 27/11/2019 14:18 New website We launched our new website on 8 October 2019 to go with Changes to the repair work our new name and look. Have you been seen it? You said – we did! you pay for The new website means it will be easier than ever for you to get in touch with us and find information. We recently looked at You agreed that: we’ll do away with the current administration fee charged our rechargeable • we should have a Visit adra.co.uk to see it yourself. within the process. repair policy, to make rechargeable repairs policy “Vulnerable customers, victims sure our approach is • a discount should be fair and consistent. of domestic abuse and tenant offered to customers deaths where there are no Rechargeable repairs are who pay upfront for the estates will be exempt. Clear Children’s Corner repair costs caused by either rechargeable repairs examples of what can be wilful damage or neglect, • victims of domestic abuse, recharged will also be outlined and repairs that aren’t our vulnerable customers and in the policy, and customers Have you seen our new logo? responsibility. bereaved tenants with no will be given the opportunity to Here is a blank logo for you to The most common estate should be exempt rectify the damage themselves rechargeable repairs are from the policy. in most instances. colour in... broken windows and doors, Gemma Owen, our Rent We are confident that all lock changes because of lost and Income Co-ordinator, these changes, as well as keys, property and garden who ensures the policy is staff training, will ensure a fair clearances, skip hire, new implemented fairly and and consistent rechargeable internal doors and new consistently, said: “We really repairs policy for all.” kitchen units. have listened to customer We asked you what you feedback. Customers told us thought of our current policy they expect to pay for damage, and how we could make it but what they want more fairer. Thank you to those than anything is a fair and of you who took the time to consistent approach. complete the questionnaire. “So, from now on discounts will be applied for upfront and prompt payments, and Gemma Owen

Christmas Summer Estate Walkabouts During the summer we met many of you So, we arranged for Cyngor Gwynedd’s Pest Sudoku during our estate walkabouts. Control to visit the area to gather information and to see what could be done to help with the Staff knocked on doors to share information problem. Can you solve the Christmas and to give you an opportunity to report any problems. Four skips and a bulky waste collection was Sudoku? arranged for the estate to help customers During our visit to Bro Cadfan, clean their gardens, in the hope that tidier There should be one of each concerns were raised about rats gathering in gardens would attract fewer rats. We also christmas logo in each row the fields behind the properties and entering arranged for Cyngor Gwynedd’s recycling the gardens. and coloumn and only one of officer to visit the estates to give recycling each in every 3x3 box. advice and to answer any questions.

You can take rubbish, white goods and recycling for free to any recycling centres. View your local authority website to find out their locations. 9

Adra Newsletter December.indd 9 27/11/2019 14:18 Our work across north Wales

Caernarfon Caernarfon (Llys yr Eifl) (Ffordd Elidir) A fantastic summer for the junior New community Ffordd Elidir wardens garden at Llys flats transformed yr Eifl Our Junior Wardens had a Following an investment busy and fantastic summer Our customers at Llys yr of over £270,000, the flats out in our communities. Eifl are delighted with at Ffordd Elidir have been Congratulations to the their new community completely transformed. The pupils of Ysgol Glancegin garden. The work, worth work included installing new and Ysgol Cymerau for over £10,000, was carried windows and doors, a new completing the scheme, and out by our partner, roof, external wall insulation, thank you to all the partners Beech Developments, new pathways and a CCTV who took the time to provide free of charge as a system. The work was done the children with valuable, community benefit. Beech by Brenig Construction. fun and informative Developments are currently Mrs Catherine Hughes lives experiences. working with us to build at one of the flats at Ffordd Over 140 young people from 45 new homes at the new Elidir: “Wow, they’ve done different areas across the Cae’r Ysgol site at Hendre, a fantastic job,” she told county have participated in Caernarfon us. “I feel like I’m living in the scheme since 2010. The work included ground a hotel now! I’ve spoken to levelling, drainage, timber many people who live here, planting beds and a new and we can’t believe the patio area, as well as difference. I’ve even noticed planting fruit trees. Thanks cars slowing down as they also to G H James, who drive by, to admire the flats. generously donated fencing. The new windows are much We hope you all enjoy the better; there is no longer a new garden! draft from them, and I’m sure my heating bills will be less this winter.”

10

Adra Newsletter December.indd 10 27/11/2019 14:18 Our work across north Wales

Criccieth Aberdyfi St Asaph De-fib shelter Neighbours! Old Palace built for customers raise We love getting to know our community customers better during our funds for charity It’s been great working estate walkabouts. Here’s a There are always activities with Williams Homes Bala picture of Mr Fowles from going on at The Old Palace. on the new houses at Rhos Aberdyfi, who’s lived in his Our customers enjoyed Isa, . As part of the home for over 50 years, and their annual garden party community benefit of this Mrs Conners, who has lived back in September to raise project, Williams Homes built next door for 40 years, with money towards the charity a shelter to house a life- a member of our Customer ‘Understanding Autism saving defibrillator machine Partnership. Lovely to see North Wales’ through a that local people bought for strong communities like raffle and bingo. the area near Ty’n Rhos. these on our estates. Thanks to everyone who took part; the afternoon raised £150 towards the charity that works across north Wales.

St.Asaph Caernarfon

Pwllheli Criccieth

Aberdyfi

11

Adra Newsletter December.indd 11 27/11/2019 14:18 Making our business stronger for the future Looking to the future, Our Chief Executive, Ffrancon Our first new-build we have a range of Williams, explains: “As a development has started in progressive and growing Trefnant, Denbighshire, with 13 opportunities, as well company, we want to build homes being built as part of as a few challenges 550 new homes over the next the £1.7 million scheme on the ahead. three years. It’s an exciting former greenfield site opposite time for us, as we grow and the Trefnant Inn. The homes Our new Corporate Plan make our business stronger will be a mix of: launched earlier this year for the future. That means we • 8 two-bedroom homes marks out how we want can be on a strong footing to make a real different to to continue to invest in the • 4 three-bedroom homes people’s lives – improving homes we currently have, and customer satisfaction across • a two-bedroom detached use our expertise as housing bungalow. all our services, building new developers and landlords homes, creating new jobs to meet the ever-growing The homes are being built and helping to protect the demand for more affordable by local company, Brenig environment. A copy of the housing. Construction. Corporate Plan is available by Find out more on our website calling us, or visit our website It’s great that we have been about our new developments to download. able to form new partnerships across north Wales’ local in areas such as Aberdyfi, We are proud to be branching authorities with the Single , Bangor, Trefnant, out across north Wales, so Access Route to Housing Bethesda, Clwt y Bont that we achieve what we said (SARTH) housing register and , Penrhosgarnedd we’d do in our Corporate affordable housing register, Bangor, Betws yn Rhos and Plan. We’ve been approved Tai Teg, as well as with many Caernarfon. to develop houses in Conwy, contractors and developers Denbighshire, Wrexham and, who will work with us on most recently, in Flintshire. This building these homes. means we can now apply for grants to help build affordable homes in these four counties, as well as Gwynedd. We’re also busy refinancing the business, so that we can ensure better deals from lenders than we do at present.

One of our latest homes in Llandudno Junction

12

Adra Newsletter December.indd 12 27/11/2019 14:18