STREETS AHEAD THE MAGAZINE FOR FREEBRIDGE COMMUNITY HOUSING TENANTS

NORFOLK KNITTERS ON A MISSION! See page 13 for the the full story.

SPRING 2020

DEVELOPING HOMES AND CREATING OPPORTUNITIES FOR PEOPLE WITHIN WEST PG 2 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20 WELCOME TO THE SPRING ISSUE OF STREETS AHEAD! Although the Winter has been things that you would like to a warm one, we're sure you'll see covered in future issues of agree that the arrival of Streets Ahead please do let Spring is always very welcome us know. nevertheless - and with the You can get in touch with changing of the seasons comes our Communications and a new issue of Streets Ahead. Engagement Team by callimg In this first issue of 2020 we 03332 404 444, emailing us at have features on the KLFM [email protected] or Local Hero Awards, the Norfolk messaging via our Facebook or Knitters and Stitchers and news Twitter accounts. about our Community Fund. In the mean time thanks for We also have further news about taking the time to read this, Universal Credit, details about and see you again in the changes to your rent and the the Summer! usual update from the Tenant Panel about what they been up to in the last few months. Don't forget if you have any ideas or SUPPORTING THE KING'S LYNN FOODBANK Over the last year Freebridge Gaywood helping collect almost employees have been raising 400 boxes of food donations! money and providing support Birgit Lenton, Director of to the King's Lynn Foodbank. Corporate Service and The Foodbank was chosen as Culture at Freebridge said: Freebridge employees “Every year Freebridge’s charity of the year which has employees choose a charity to seen them raise money through support throughout the year, various fundraising activities and this year they chose the and in addition spend time King’s Lynn Foodbank. We are volunteering with them to help delighted that our colleagues collect food donations just have been able to help such an before Christmas. important charity.” (Above: Freebridge employees with Six people from across the the King's Lynn Foodbank at Tesco's just before Christmas.) organisation spent time at the Tesco stores at Hardwick and FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 3 SYLVIA POMEROY Freebridge was very sad to hear the news that Sylvia Pomeroy OBE passed away just before the beginning of the new year. Alongside a number of others Sylvia was involved in a great deal of work when the Borough Council's housing was transferred across to Freebridge in 2006, and was a longstanding Chair of the Tenants of West Norfolk group. Tony Hall said: "A number of us at Freebridge had FREEBRIDGE known Sylvia for almost 20 years during her time as an CHIEF EXECUTIVE active and influential tenant representative, working with both the Borough Council and Freebridge. TO RETIRE "She was passionate about This year we will celebrate "Being chief executive of the need for good quality 14 years since Freebridge Freebridge, working with a great housing, and in ensuring that Community Housing was set team of people, meeting and the needs of a wide range of up and for all that time, the working with our customers, people across West Norfolk organisation has been led by and making a difference in were met. She was of great Tony Hall. our communities has been an help during the time of the housing transfer and she Tony was previously Director absolute pleasure.” was very well respected for of Community at the Borough We are now in the process of the contributions that she Council of King's Lynn and recruiting for our next chief made. She will be West Norfolk and it was him executive and we hope to be much missed.” who oversaw the transfer of the able to announce who this will (Below: Sylvia on the cover of the homes owned by them be later this spring. We will be Streets Ahead in 2006) to Freebridge. looking for someone who shares Later this year, Tony will be our values and our passion for retiring and we have started the what we do. search for a new chief executive. For Freebridge, it’s business as Tony said: “After 14 years, I feel usual and our priority remains that it is now time for me to working to deliver a great retire and give someone else service to all our customers. the opportunity to lead this fantastic organisation. PG 4 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20 The Tenant Panel at work.

THE FREEBRIDGE TENANT PANEL As we've said in previous Board but with some Tenant recruitment for the new chief issues of Streets Ahead, involvement. It’ll mean that executive. Once the potential Tenant Panel members will all the compliments and replacements for Tony have now provide you with an complaints that get sent in been shortlisted we are looking update on what they've been are looked at in depth. We forward to meeting them all working on over the last know that it’s important for before the official interviews. few months. every bit of feedback to get Frances Fox. This issue's overview comes reviewed and hopefully this will from Frances Fox. mean that improvements can be made where needed. As a It’s been another busy few Tenant Panel we regularly get months with the Tenant Panel, to look at performance reports looking at all the different and make comparisons year aspects of Freebridge and on year so it’s good to see that making sure it runs as a committee has been set up smoothly as possible! that can really look at this effectively. We’ve been involved in setting up a new customer service Another area we are really committee which serves the pleased to be involved in is the FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 5

We think it’ll be a great chance to make sure they hear from tenants about what’s really COULD YOU important for the future. One of the bigger-picture issues that’s cropped up BE OUR NEXT includes looking at the idea of whether a national tenant panel could be introduced TENANT PANEL at a country-wide level to put across tenant views to government. We’ve been considering all sides and MEMBER? have had some really productive conversations about what might work and what might not. Could it be you

We had our yearly update sitting in the from the Board Vice Chair in hot seat? December and it was great to hear about the hard work being put in across Freebridge. One of the things we particularly noted was the work at the Discovery Centre and the difference it is making in THE FREEBRIDGE North Lynn. We also heard from the Director of Housing in January about things like service charges, vulnerable tenants and storage of TENANT PANEL mobility scooters. Finally, our February meeting fell on Valentine’s Day which Although we currently on a monthly basis to look at was also Love West Norfolk have no vacancies on the different projects and consider day and it was brilliant to be Freebridge Tenant Panel ways of improving the services part of this celebration of our we are always on the look we provide. area. We even got Valentine’s out for people who might be The panel is made up of cards from the team interested in joining at some tenants who come from a at Freebridge! point in the future. variety of backgrounds, and Maybe you're interested in from the many different learning new skills or playing communities that a real role in helping improve Freebridge serves. Frances the services that Freebridge So if this sounds like it might provides? If so the Panel might be of interest to you, please be the thing for you. give Helen Richardson a The Freebridge Tenant call on 03332 404 444, email Panel was set up some time her at helen.richardson@ ago to look at key areas of freebridge.org.uk Freebridge’s work and meets PG 6 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20 The winners and presenters on the night!

CELEBRATING OUR LOCAL HEROES

Hundreds turned out to what he does as going above Woodlands Care Home celebrate the best of West and beyond the call of duty. in King’s Lynn. Norfolk last month for the Arthur told us he can’t Andy Walder, Freebridge’s KLFM Local Hero Awards. understand why he won but chair said: “It was amazing to The evening was held at the his nominator Susan Blatch be part of such an incredible Alive Corn Exchange in King’s said: “There’s all the shopping evening. I’ve always known Lynn and Freebridge were eh does, he goes two or that the people of West Norfolk delighted to sponsor one of the three times a day, he gets are something special but it is awards - Neighbour of the year. the newspapers for them, nights like this that really show A very worthy winner was medication if they need it. how true that is”. chosen and the Chair of the Arthur’s a little diamond – if (Below: Freebridge Chairman Andy only he realised”. Walder with winner Arthur Bond and Freebridge Board presented nominator Cherry Thacker.) Arthur Bond with the trophy Other awards handed out on on the night. the night include Young Person Arthur, who lives in a of the year which was given to community scheme in Ella-Mae. At just 5 years old , spends she saved her mum’s life by his days looking after his getting paramedics to her neighbours and being a friend when she collapsed with to all. This involves multiple sepsis – all while her dad was trips in to town each day to serving abroad. collect food, shopping and The lifetime achievement prescriptions for others. award went to Cherry Thacker He is also the fire marshall on who was worked with elderly the scheme and never sees patients with dementia at both Chatterton House and FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 7

WEDNESDAY THURSDAY EASTER th th 8 APRIL 9 APRIL PARTIES I.30pm to 3.00pm I.30pm to 3.00pm Our Placeshaping team are at Providence Street at the once again holding two Easter Community Centre, Discovery Centre, parties at our Placeshaping Providence Street, Columbia Way, Community Centres in King's King's Lynn PE30 5ET King's Lynn PE30 2LA Lynn - all are welcome, we hope to see some of you there! Only 50p entry for each child! Only 50p entry for each child!

HILLINGTON SQUARE UPDATE At the end of last year we with the progress of this project announced plans for the final and hope that the phases we phases of the Hillington Square have completed so far show our regeneration project. desire to make the Square a The new plan will see us change great place to live. the approach we've taken so far “I’m looking forward to seeing and rather than refurbishing work beginning again next year the untouched blocks we'll be and am excited about the fact demolishing them and building that as we head towards the new homes, subject to planning finish line, we’re doing so with approval, in their place. the very same commitment to Work will now begin on finishing providing good quality homes the details of these final plans, for the people of West Norfolk after which we'll consult with that we had at the start.” residents, before we move to We'll give you a further update sign up a contractor to complete in the next issue of Streets the work needed. Ahead as we should be able to Tony Hall, Freebridge’s Chief let you see the final plans for Executive said, “We appreciate the project! the patience people have shown PG 8 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20

COMMUNAL AREA STANDARDS From time to time we are asked REPAIRS CLEANING what you as a tenant can expect Where repairs are identified, We will ensure that all internal from Freebridge in respect of a sticker will be placed on the and external communal areas the communal areas we own. defective item, confirming the are clean and that: The following should explain date the repair was reported. • internal communal areas are everything you need to know. Red stickers will be applied free of cobwebs, On every visit by our to emergency repairs (four • internal communal light Placeshaping Estates team we hours) and green routine fittings are clean and in will do the following: repairs (28 days). good order, SECURITY LANDSCAPING • internal windows, security We will check that: We will check that: doors and glass in internal • all security doors installed are • all communal grassed areas communal areas are clean, working as they should be. and shrubs are tidy and well • internal and external hard maintained; any follow up floors are dirt and litter free. • emergency drop key boxes work required will be are working correctly (where reported to our grounds installed) and raise any maintenance contractor, If you have any questions necessary repairs required. • all external yards and or concerns about the work FIRE SAFETY pathways are leaf free, we are doing to meet the We will carry out a visual fire standards we've talked • any dangerous or low hanging about on this page please safety check, to ensure that trees are trimmed back. escape routes remain free do call us on of any obstructions and that RUBBISH 03332 404 444. appropriate safety signage We will ensure that all internal is in place. and external communal areas and paths are tidy and free of any litter or other obstructions. FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 9

STOP

We have changed the payment provider we use from Allpay, to a new company, Capita. You should have received a new payment card from them in the last few weeks. If you have not received a new payment card please call us on 03332 404 444 PG 10 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20

Our Universal Credit Advisors Sarah, Hannah and Kelly.

ARE YOU RECEIVING UNIVERSAL CREDIT? Don't forget! You need to update your Universal Credit account online with your new Do you need to claim Universal rent and service charges. Credit? If so - DON'T DELAY! You need to report this on 6th If you are told you need to claim Universal Credit DO NOT April 2020 – if this date has DELAY submitting your application. You can claim Universal passed and you haven’t reported Credit on any day of the week, and your claim starts from the change please ensure you the date the claim is submitted. do it now. Do not delay submitting your claim – backdated requests If you do not report this change for Universal Credit claims are only considered in very your Universal Credit claim will exceptional circumstances. be calculated incorrectly and as a result you may not be paid what you are entitled to. Your new rent and service charge Any questions? details can be found on page 3 of the Rent Amendment letter that If you have questions about Universal Credit then please we recently sent to you. do get in touch. We have three specialist Universal Credit Advisors who can help you with any queries or concerns Please ensure that you enter that you have, along with offering practical support to get the charges exactly as they you online so that you can make and manage your claim. are detailed on your Rent Your Income Advisor will also be able to help with any Amendment letter. You will queries that you have. need to select ‘weekly’ as the payment frequency. Call us on 03332 404 444 or email at [email protected] FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 11 RENTS AND SERVICE CHARGES IN 2020 We told you about the changes WHAT DO YOU NEED TO DO in your rents and service IF YOU RECEIVE charges in the last issue of HOUSING BENEFIT: Streets Ahead so this is just a We will notify the Borough quick reminder. Council of the change, so you RENTS don’t have to. Your Housing From April 2020 the way your Benefit will automatically be rent is calculated returns to the recalculated and the Borough way it used to be before 2016, Council will notify you of any this means that from changes to your payments. April 2020 your rent will be IF YOU RECEIVE increasing by 2.7%. UNIVERSAL CREDIT: You should have had a letter You will need to detailing what your new weekly update your Universal Credit rent from April 6 is. online account on (or soon after) 6 April with details of If you haven't received your the changes to your rent and letter please do get in touch. service charges. SERVICE CHARGES IF YOU PAY YOUR In December's issue we RENT BY DIRECT explained that we were in a DEBIT: position to continue the roll-out We will change of the service charges we make, your payments to cover more of the existing automatically services we provide in the to your new rent. communal areas of the blocks IF YOU PAY YOUR RENT of flats we own. BY STANDING ORDER: Because we knew these service You will need to contact charges will bring an additional your bank immediately to cost to you, we decided to change the payment introduce the charges slowly, amount once we’ve over aperiod of time, starting confirmed your new rent. in April 2020 with 25% of the IF YOU DO NOT RECEIVE If you do have concerns or cost of cleaning and grounds HOUSING BENEFIT: worries about paying your maintenance. You will need to continue to pay rent, or managing your We'll let you know about the your rent and any relevant finances in general, please additional charges being made in service charges. do not hesitate later years nearer the time, and to call us on 03332 404 444 as ever if you have any concerns or email or queries please don't hesitate enquiries@freebridge. to contact us. org.uk PG 12 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20

LOVE WEST NORFOLK

FUN AND GAMES Love West Norfolk Day 2020 has been hailed as the biggest and best yet by ON FAIRSTEAD campaign organisers. A new youth club is being Emma Brock, from the Taking place on 14 February planned for the Fairstead Community Shop, said: 2020, the third Love West estate but the people setting “The kids need a place to go Norfolk Day saw organisations it up need your help! that’s safe and warm and including Freebridge, along with The team who currently run keeps them off the street. businesses, schools, charities, the Fairstead Community Somewhere they can feel and individuals get involved in Shop are raising money welcome and somewhere they the celebration of everything to help start the group as can have fun!” West Norfolk. soon as possible but are As well as volunteers to help There were a number of online still looking for ideas and with the day to day running and offline activities linked to volunteers to get things up the committee are looking the day, including the official and running. for anyone who has skills to opening of the The plan is for the club to share. It might be a one off Heritage Centre, which was be based at the Community session or a more regular preceded by a parade by Centre on a Tuesday evening slot - covering anything from members of the Pipe for children of primary school baking to arts and crafts. Band. True’s Yard museum age and upwards, with anyone Almost £1500 was raised at the offered free entry during the over 16 still keen on attending Christmas fair in December, morning, and the bells of St to be given the chance to and the committee are hoping Edmund’s Church in Downham mentor younger children and to hold more events over the Market rang at 7pm to mark the gain voluntary experience in year to further boost funds. special occasion. the local area. They’re also meeting regularly Hundreds of posts were Suggestions for activities with local youngsters to find generated online about West so far include gaming out what they’d like to see Norfolk and the qualities competitions, music sessions happening at the youth club. that make it such a great and sports events, but it’s also If you’ve got ideas about place. This included a social hoped that those attending what’s needed or would like media takeover of the Love will get the chance to learn life to help the team set it up West Norfolk Twitter account skills like cooking too. call Emma at the Fairstead by Freebridge, the Borough Community Shop Council, KL.FM, the Queen on 01553 404051. Elizabeth Hospital and others. FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 13

The Norfolk Knitters and Stitchers in action!

KNITTERS ON A MISSION! Freebridge's Providence Street national charities to make sure they’ve made, the group also Community Centre is home to a that the items created by the serves as a pop-up shop for group of knitters on a mission knitters go to useful homes. items the knitters may not get to make a difference! Many of the home-based so easily elsewhere including The Norfolk Knitters and Stitchers groups were originally started an enormous range of wool, group meets once a month and to help combat loneliness in patterns and needles. brings together knitters-at-large older age and the social side is So if you're a lone knitter out to share ideas, make friends and a very big part of why they have there, or are part of a home donate items they’ve made. been so successful. knitting group, and would These items vary from hats made Stephanie Coulson, who like to get involved you can for poorly babies in the local organises the Providence email Stephanie on Stephanie. neonatal intensive care unit, Street group, told us how the [email protected] or contact teddy bears for older children in whole thing began: “It was the Placeshaping team at hospital having surgery and even started by one lady in Norwich Providence Street Community jackets for feather-less rescued who wanted something to do Centre on 01553 667777. battery hens! when she retired and it’s just The group has been going for blossomed from there. several years and regularly sees “She was helping people who over 50 women attend (although were on their own, didn’t have men are very welcome too). much family or many people The knitters and stitchers to see but still wanted to be gather to craft and create while spending their time doing building lifelong friendships. something useful. Most belong to smaller knitting “The end result is lots and lots groups based in people’s of knitted stuff and we’ve had to homes, but some do knit alone. find something to do with it all!” The group at Providence Street As well as providing a social is one of many across the hub and a place to donate items who work with local and PG 14 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20

FINAL DEMOLITION NOTICE FREEBRIDGE COMMUNITY HOUSING LIMITED Section 138B and Schedule 5 of the £10,000 FOR Housing Act 1985 (as amended). This Notice is given by Freebridge Community Housing Limited of Juniper THE COMMUNITY House, Austin Street, Kings Lynn, Norfolk, PE30 1DZ (“the Landlord”) Every year Freebridge 1. The Landlord intends to demolish the make £5000 available to the following dwelling houses: Freebridge Community Fund. 1 Brentwood, Staithe, Kings This fund gives local groups the Lynn, PE31 8BZ opportunity to apply for small 2 Brentwood, Brancaster Staithe, Kings Lynn, PE31 8BZ grants of up to £1,000 to support 3 Brentwood, Brancaster Staithe, Kings community and voluntary Lynn, PE31 8BZ activity that meets the needs of 4 Brentwood, Brancaster Staithe, Kings communities within Lynn, PE31 8BZ West Norfolk. £ (“the Relevant Properties”) 2. The demolition of the Relevant However as this year is the Properties is necessary for the purpose tenth year we've opened up have included requests from of redevelopment of the site. the Fund we've raised many different groups from all 3. The Landlord intends to demolish the the amount available, for over West Norfolk. Relevant Properties before 30/12/2021. one year only, to £10,000! Last year we gave £5,000 4. This Notice will remain in force up to So if you're involved with a to seven groups including 4 30/12/2 unless revoked or otherwise local community group, or Transform, Age UK Norfolk, terminated under or by virtue of the Hanseatic Union, the King's paragraph 3 of Schedule 5A of the know someone who is, then Housing Act 1985. the good news is that we are Lynn Men's Shed, Sing Your now welcoming applications Heart Out, South West Norfolk 5. The following condition of the Housing Youth Opportunities Project and Act 1985 Schedule 5 paragraph 14 is for this year’s funding. The Garage Trust Ltd. satisfied in relation to this Notice: The Freebridge Community Condition A: The proposed demolition Fund welcomes applications Freebridge Director of of the dwelling houses forming part of from charities and community Housing Sophie Bates said: the Relevant Properties does not form organisations whose “Freebridge's vision is to part of a scheme involving the support a better West Norfolk. demolition of other premises. aims include: And the Freebridge Community • Promoting health and 6. Whilst this Notice is in force the Right Fund is a great way to allow us to Buy does not arise in respect of any wellbeing dwelling house forming part of the to do this through money we’ve Relevant Properties. Any existing claim • Tackling disadvantage; provided in support of projects to exercise the Right to Buy in respect • Supporting local solutions which are helping improve of any dwelling house forming part of to local needs people's lives all across the Relevant Properties will cease to the area." be effective on this Notice coming into • Promoting community force. This Notice replaces the Initial Demolition Notice dated 31/01/2017. cohesion If you're involved 7. There may be a right to compensation • Developing sustainable and in a group who are under Section 138C of the Housing Act supportive communities, and interested in applying for 1985 in respect of certain expenditure a grant from the Fund • Improving the environment incurred in relation to any existing Right you can now make your for Freebridge’s tenants. to Buy claim at the date of the service of application online at: this Notice. Applications are assessed by www.norfolkfoundation. a panel of Freebridge com/funds/freebridge- Signed: Tony Hall, Chief Executive employees and tenants, and communityhousing- Dated: 12 December 2019 over the years these fund/ FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 15 OUT & ABOUT IN 2020 Each year Freebridge run a number of Out & About events across West Norfolk where our employees - along with members of Freebridge's Tenant Panel and Board - come out to visit you, our tenants, in your own homes. These visits are an opportunity for us to say hello, to make sure we have your details correctly Wednesday 15thWednesday April 15th April held on our systems and to Fairstead Fairstead check everything's ok with you and your home. Wednesday 13thWednesday May 13th May Here are the dates of the events Fairstead Fairstead planned this year - if you see us on our travels please do stop and say hello! Wednesday 10thWednesday June 10th June North Lynn North Lynn

Wednesday 15thWednesday July 15th July North Lynn North Lynn

Wednesday Wednesday 14th October 14th October Grimston, Gayton,Grimston, Gayton, Pott Row, EastPott Winch Row, and and Pentney

Wednesday Wednesday 9th September9th September North & SouthNorth Creake, & , ,Burnham Market, Burnham OveryBurnham Overy Staithe, BurnhamStaithe, and DockingThorpe and Docking Wednesday 12thWednesday August 12th August , SnettishamDersingham, and Heachamand PG 16 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20

“When I was left alone that was something I dreaded – I thought ‘I’m not going to cope here’ but I did. It took me a long while but I got settled and my daughter visits regularly from the village, it’s so nice being near family and my grandchildren. “I got used to living here with Frank so that helped me cope when I was on my own. We were married 54 years.” Although Freebridge's schemes don’t have wardens on site, we do have a team of scheme advisors that make regular area visits who can help you to settle in and co-ordinate with various agencies on your behalf. Residents can meet and make SHELTERED friends and often organise their own social events within the schemes. HOUSING AT “I get on really well with my neighbours. One of them in particular comes for a cup of tea most mornings and is now FREEBRIDGE a good friend, he’d do anything for me. He’d lost his wife and I’d lost my Frank so we talk to each The independence of your own “We had a big bungalow in other about them and we have a front door but with a ready- Gayton with three bedrooms, lot to talk about. made community around you which was a lot to keep up with, and support when you need so when Frank got worse my “I’m very very happy here. it – that’s what might make daughter said ‘I think you You wake up and you can hear Freebridge sheltered housing ought to try and move to people around you and you the right next step for you or somewhere smaller’.” know you’re not on your own.” someone you know. They’d talked about it before Sheltered housing is suitable We are often asked about our and agreed to move, but kept for those over 60 (or 55 with schemes by people who want putting it off. Once their bid on a medical need). Freebridge to know more so we’ve been the property in Snettisham was has 17 schemes across speaking to Betty who lives successful they quickly settled West Norfolk, in King’s on a sheltered scheme in into their new home, “We loved Lynn, Downham Market and Snettisham to find out what she it, we’d been here about a Hunstanton as well as many thinks about living there. month and Frank said ‘I think rural villages in between. Betty originally lived in we ought to have been here a If you have any questions of Gayton with her husband long time ago’.” just want to find out more Frank but when he became When Frank’s illness worsened, contact us on 03332 404444 unwell they decided to move Betty nursed him at home or visit our website at closer to their daughter who before he passed away. www.freebridge.org.uk. lives in Snettisham. FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 17

CHANGES TO THE A STAKE IN LEASEHOLDER AND FREEBRIDGE: TENANT PRIVACY NOTICES HOW TO Freebridge's Privacy Notices The key changes to the Tenant BECOME A for Leaseholders and Tenants Privacy Notice are: SHAREHOLDER have recently been updated. • The words “and agents Freebridge Community The key changes to the acting on their behalf” have Housing is inviting its tenants Leaseholder Privacy been added to the following to become shareholders. Notice are: sentence, “Contact and Shareholders have the right • “Contact and respond to respond to utility providers and to attend the Annual General utility providers and agents agents acting on their behalf Meeting and vote on major acting on their behalf who who are looking to reconcile issues in the running of are looking to reconcile gas/ gas/electricity accounts of the organisation. electricity accounts of previous previous and current tenants”, and current tenants” has been which is in the list of ways that Shareholding is designed to added to the list of ways that wemight lawfully use your increase tenants’ stakeholding we might lawfully use your personal information. in their housing provider and is a way to become involved in personal information. • References to using Experian what Freebridge does. • “Tracking the location of our have been removed. If you need more information employees whilst visiting you – • The words, “Where you or about how to become a this is to ensure their personal another person is homeless or Freebridge shareholder or just safety and security” has been is at risk of becoming homeless want to know more contact the added to the list of ways that within the next 56 days” have Governance Team on we might lawfully use your been added under “To report or 03332 404 444 or email personal information. share information with agencies enquiries freebridge.org.uk • “Those who audit our where it is believed you or @ accounts and/or compliance another person’s vital interests with our processes and are at risk”, which is in the list regulatory standards or good of ways that we might lawfully practice will see your data as use your personal information. is necessary to the audit” has been added to the list of ways The Privacy Notices can be that we might lawfully use found on the Freebridge website your personal information. at https://www.freebridge.org. uk/privacy.html. For further • References to the use of information, you can write to Experian have been removed. Freebridge’s Data Protection • The words, “Where you or Officer at Juniper House, or another person is homeless or email DataProtectionOfficer@ is at risk of becoming homeless freebridge.org.uk within the next 56 days” have been added under “To report or share information with agencies where it is believed you or another person’s vital interests are at risk”, which is in the list of ways that we might lawfully use your personal information. PG 18 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING '20 HOW WE PERFORMED SATISFACTION SURVEY COMPLAINTS & COMPLIMENTS Every month our First Contact Centre calls 100 of our tenants to ask them how they think we are performing. We hope that the services you receive from us are of of our customers are the quality you would expect. satisfied with the overall We realise there will be service we provide times when you may want 82% to complain, tell us how we can improve our services, or of our customers are perhaps compliment us on satisfied with our something we have 66% repairs service done well. Your complaints, comments and compliments are of our customers are important to us as they help satisfied with rent and us improve our services. £ service charges 81% In the last quarter we took action in a number of areas of our customers as a result of complaints are satisfied with we received. This included 74% their home ensuring that: • we use all available means of communication of our customers are to contact tenants if an satisfied with their appointment needs to be 79% neighbourhood changed, however next of kin details should not be used unless specified. of our customers are This could be by phone, satisfied with how they email, text message or 83% are kept informed letter (if enough notice is available) • tenants are advised if 2019/20 Year to responsive works are Target date moved on to a planned programme, so they Overall satisfaction 88% 84% can be given an updated Satisfaction with repairs service 80% 71% timeframe for the works. Satisfaction with rent and service charges 85% 85% Further details on complaints and Satisfaction with home 80% 74% compliments, and the Satisfaction with neighbourhood 85% 82% learning from them, can be found on our website at: Satisfaction with being kept informed 88% 84% www.freebridge.org.uk/ complaint.html FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SPRING ‘20 PG 19 DURING OCTOBER, NOVEMBER & DECEMBER 2019 OPTING OUT OF STREETS AHEAD Streets Ahead is sent to you every few months because you are a tenant of Freebridge Community Housing. We send the magazine to all Total number our tenants every few months of compliments so we can tell you about received in this the services we provide and 19 quarter the work we're doing as a registered provider of social Reasons for compliments: housing.

Staff attitude If you no longer want to receive 10 your copy of Streets Ahead 0 State of property please let us know, and we will arrange for you to be removed 9 Customer service from our mailing list. Policies In order to opt out of Streets 0 Ahead, you can either call us on 03332 404 444, email your name and address to [email protected] or complete the form below and send it to us at Freebridge Community Housing, Juniper House, Austin Street, King's Total number Lynn, PE30 1DZ. of complaints * received in this 34 quarter please sign in this box

Reasons for complaints: Name: 5 Staff attitude 3 State of property Address: 25 Customer service 4 Policies *three complaints were logged under two categories WRITE TO: Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ TELEPHONE: 03332 404 444

We've recently been made aware that some mobile phone providers now charge for calling numbers beginning with 0333, if your provider is one of these you can also contact us on 0800 1691694 - which is free from all numbers.

Out of office hours our main number diverts to our 24 hour emergency service. EMAIL: [email protected] VISIT US AT: Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ FREEBRIDGE AND THE We're open between 8:45am - 5.15pm (Monday-Thursday), CORONAVIRUS 8:45am - 4.45pm (Friday). Streets Ahead is written and designed And closed on Saturdays, Sundays and well in advance of being published, so Bank Holidays. as things stand we cannot predict how

HOW TO CONTACT US CONTACT TO HOW the coronavirus may affect the WEBSITE: services we provide. www.freebridge.org.uk The best way to keep up to date with FACEBOOK: www.facebook.com/freebridge how we are dealing with the situation is by checking our website at TWITTER: www.freebridge.org.uk or @freebridge our social media accounts - on Facebook at www.facebook.com/ freebridge and twitter at @freebridge.

The views expressed in this publication are those of contributors, and not necessarily those of Freebridge Community Housing. This entire publication is under copyright, and is not to be duplicated or reproduced in any way without permission. Printed by: Barnwell Print | Circulation approximately: 7,000

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DEVELOPING HOMES AND CREATING OPPORTUNITIES FOR PEOPLE WITHIN WEST NORFOLK