Customer Away Day Thrills and Spills… This Year We’Re Going to Flambards on Friday 1St September 2017 Find out How to Apply for Your Ticket Inside!

GREAT HOMES, GREAT SERVICES, GREAT PEOPLE

Stars of Cornwall award win for CoastLines Coastline! THE MAGAZINE FOR COASTLINE CUSTOMERS | ISSUE 44 | APRIL 2017

Customer away day thrills and spills… This year we’re going to Flambards on Friday 1st September 2017 Find out how to apply for your ticket inside!

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£19.9million for new Enter our new online Welcome home to our CATH awards: full homes in Cornwall garden competition new Crowntown residents results run-down

Welcome WELCOME CONTACTS

Welcome to this edition of CoastLines The headline news for this edition is the launch There’s also a whole of another customer away day, and your host of news about our chance to apply for tickets. development projects in Cornwall and some new contractors we’ll be working with in future to keep your homes well maintained. This year we are heading to Flambards which promises some great thrill rides for the dare devils out there, and some great exhibitions As always, if you would like to contribute to this for those of you not so keen on getting an magazine or have any ideas about what we should adrenaline fix! feature, please do get in touch. Best wishes You can find out how to apply for tickets in this Cheryl Houghton issue of CoastLines. It’s already shaping up to be a great day. Contact us Editorial Coastline House Action Team 4 Barncoose Gateway Park Barncoose, Redruth members TR15 3RQ Tel: 01209 200200 Lynn Curnow Babs Eveson Email: Wendy Kirkpatrick customer.service@ Kelvin Lightfoot coastlinehousing. Sylvia Pover co.uk Marion Wright Remember! You can Please contact any of the also report repairs, pay rent and a variety of above with your ideas other things through our free app. Search for for future articles or send Coastline Housing in your app store. them direct to the editorial office at Coastline House.

2 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 3 Contents CONTENTS

Coastline Talks 4 Homes and Communities Agency funding for new homes New 10 year contract with Blue Flame 4 Star of Cornwall awards and the Hub awards Fantastic Colouring comp Flambards! Find out about our Technical Services 12 customer away day Legionella and outside taps – some advice and apply for tickets South West Water money saving advice Meet the contractors!

7 Development Update 15 £19.9million for A round up of our latest Development news new homes Coastline has been awarded a significant Making Improvements 20 amount of funding for New online garden competition! more new homes in Cornwall Community Investment 25 CATH awards IF job fair Funding awarded to community groups 17 Welcome home! Income Management 29 New residents move in Advice from Christians Against Poverty at Crowntown

Independent Living 31 Have you heard about our Miners Court day centre? 20 Green fingers? Tenancy Management 32 Enter our new online Thinking about moving home? garden competition

Partnership Working 34 How Handyline can help you RVS Befriending Service

Your Say 38 22 Poetry and a Cornish recipe from Sylvia Pover! CATH awards! Your full round up of winners from our Performance 40 Customers at the Heart How are we performing? awards

2 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 3 TALKS Roll up, roll up! Who’s coming to Flambards with us? COASTLINE

For this year’s away day, customers have voted for a new venue and we’re thrilled to announce that we will be heading to Flambards, Helston on Friday 1st September 2017. Flambards was the ‘most wanted’ on our Closing date for applications is Friday 30th feedback forms from previous years so we are June 2017 and if you are lucky enough to be thrilled to be able to oblige! successful in the draw we will contact you the week commencing Monday 10th July 2017. The Away Day is a FREE day out for Coastline Customers only. We will only accept one application per household. Here are some quotes from customers who attended last year’s event at Springfields:

“We had a great time!”

“Kids loved it!”

“Well organised and catered for our whole family.”

“A very enjoyable event.”

4 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 5 Roll up, roll up! Who’s coming to Flambards with us? TALKS COASTLINE Jackie Thomson, Community Investment Officer To start the day you will be asked to visit says: “The Away Day is a really important consultation zones hosted by Coastline staff event in the Coastline calendar as it gives us an and involved customers from our Away Day opportunity to get feedback from customers Committee. There will also be the chance we might not always get to speak to. It’s to meet senior members of staff and Board vital that we talk to our customers about the Members. services we deliver and how we can improve Film show, face painting and temporary tattoos them.” will be available to keep our younger guests entertained while their parents are speaking to “Really good family day us! out and finding out about After passing through the consultation zones, you will be free to enjoy Flambards for the rest Coastline was a bonus.” of the day.

You can apply for a ticket in the following ways:

Online: www.coastlinehousing.co.uk/customer-away-day By email: [email protected] By messaging us on Facebook – just search for Coastline Housing You will need to provide: Name and address Household names and ages (of those who wish to attend) Special requirements (e.g. wheelchair user) We are providing a free bus service from Camborne and Redruth. Make sure your request is in by the deadline of 30th June 2017. If you are unable to do any of the above, please leave an answerphone message on 01209 200270 and provide the following details – name and address, household names and ages and special requirements. Good luck!

4 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 5 TALKS A deal for a decade COASTLINE

Local companies agree new 10-year partnership A Cornish heating contractor, started by two former British Gas engineers, has formed another 10 year partnership with Coastline Housing.

Blue Flame, of Penryn, competed with other providers in a rigorous tender process to win the contract worth an estimated £17million.

Mark England, Head of Technical Services at Coastline Housing, said: “Blue Flame has provided our customers with heating and electrical services for the previous 10-years as part of our former partnership arrangement, but the Deal for a decade! Chairman of Coastline Housing Derek Law MBE (left) and latest tender process was Blue Flame Director Mark Bolitho sign the 10-year contract, watched by (left to by no means a foregone right) Paul Smith of Blue Flame, Mark England, Louise Beard, Michael Bennett conclusion. and Allister Young of Coastline Housing and Simon Foxhall of Blue Flame.

“The multi-million-pound opportunity was opened for tender throughout the European Union and several major companies took a keen interest, so this really is a tale of a local company doing incredibly well to compete against others within the industry nationally.”

Under the terms of the partnership, Blue Flame will provide round-the-clock breakdown cover, new installations and servicing for all heating and electrical systems within Coastline’s 4,200 homes across Cornwall.

Blue Flame director, Paul Smith, said: “We’ve enjoyed building a strong relationship with the Coastline team over the last decade. It’s been great to see both organisations grow during that time, and to have an opportunity to build on that over the next 10 years is fantastic.

“We have a team of over 100 people at Blue Flame and they have all played a role in us regaining the contract. Their dedication and expertise is key to our success.

“Our message is simple: we do. And we do like working with clients across Cornwall to provide heating, plumbing and electrical support.”

6 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 7 TALKS COASTLINE

£19.9million for new homes

Coastline Housing is awarded funding for 499 new affordable homes Coastline Housing has been awarded £19.9million by Additionally, 160 of the new homes planned will be the Homes and Communities Agency to develop 499 part of the Government’s ‘rent to buy’ scheme, a new affordable homes in Cornwall by 2021. new product that will give people the chance to rent at a discount and save a deposit to buy their home. The homes will be developed at sites across Cornwall and will include more than 200 shared Allister adds: “This funding is being carefully ownership homes for part-buy, part-rent, as well as invested to take into account the wide range of properties for affordable rent. housing needs in Cornwall – servicing not just those who wish to rent at an affordable rate, but also Allister Young, CEO of Coastline Housing, said: “This those people who wish to enter into low cost home is amazing news for Cornwall. The housing crisis is ownership.” felt keenly in our county and affordability of new homes is a major problem for many. This funding The first homes from this round of funding will start will enable us to build just short of 500 new homes on site later this year, and the last will be completed of varying sizes across Cornwall to meet housing by the end of 2021. need, and will be a major boost to the local job market and economy.” In total, taking into account other funding and its own income streams, Coastline has committed to The funding awarded will also cover a 50-bed extra building 1,000 new affordable homes in Cornwall care scheme that enables older people, or those over the next four years. These will not only house with a disability, to live independently at home for 1,000 families, but will lead to the creation of over longer. This sort of scheme has care and support 900 jobs and add over £40 million to the Cornish assistants on-site 24 hours a day and is designed economy. to allow residents to live independently in self- contained homes, whilst having the reassurance of full-time on-site care and support if needed.

6 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 7 Hub award for Rebecca TALKS COASTLINE

A Coastline Housing employee has Rebecca Jinks, Coastline Housing’s Income Manager, with her Hub Employee of the Year Award. won a top Cornish business award. Rebecca Jinks, Coastline’s Income Manager, apprentice to manager, now responsible for the scooped Employee of the Year at The Hub Awards collection of £20 million per year, in the space of ceremony. She was nominated in recognition of three and a half short years. This reflects Coastline’s her swift career progression since joining Coastline strong commitment to career development, where as a Housing Apprentice in 2011. we closely support the ongoing professional growth of our employees.” Rebecca said: “I was thrilled to be shortlisted for the Hub Awards Employee of the Year, so to win is In financially difficult times, with many customers just amazing! My special thanks must go everyone experiencing hardship following the introduction of at Coastline Housing, especially Louise Beard, our Welfare Reform, Rebecca has delivered Coastline’s Director of Housing, Assets and Communities, best ever rent arrears performance, bucking the and Kevin Brown, Head of Housing Services. Their national trend for increasing arrears by placing the support since I joined Coastline as an apprentice, company in the top 5% of national performers in plus the company’s career development the sector. programme, has been so encouraging. I would also like to thank The Hub for hosting such a wonderful Philip Bearne, Coastline Housing Board Member, evening, giving me the chance to meet so many added: “What an achievement by Rebecca. I would talented people from businesses across Cornwall.” also like to congratulate all those who helped her along the road to this moment of glory. I knew she Louise Beard, Director of Housing, Assets and was outstanding when I shadowed her work. What Communities said: “We are very proud of a great inspiration to us all.” Rebecca’s shining example of success. From 8 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 9 TALKS COASTLINE

“Coastline was incredibly proud to be shortlisted as a finalist at the Stars of Cornwall Awards in March, and even more delighted that we won the Star Company award! Huge thanks to anyone who took the time to nominate us, we are truly honoured.”

Congratulations to Mia Johns, age 10, from Rebecca Jinks, Coastline Housing’s Income Manager, Porthleven for winning the last competition. with her Hub Employee of the Year Award. If you are reading this electronically, feel free to print out this page. If you are aged 10 or under and would like the chance of winning a £5 Tesco voucher, why not enter our colouring competition. Just colour in the picture here, and send it to us at the usual address, marked ‘Coastline colouring competition’. Remember to fill in your details below. Entries will be judged by the Editorial Action Team members.

Name

Address

Age:

8 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 9 TALKS COASTLINE

Welcome to more work placements!

As part of our inspiring futures project, Coastline welcomed another 11 work placement candidates into the business during March. The candidates will spend eight works working with and shadowing our staff, while undergoing a wealth of training and development all aimed at helping them get back into the workplace. They are pictured here on their first day. Each work placement will leave us having gained a number of different qualifications and a reference from Coastline Housing. To date, we’ve seen a fantastic success rate with the majority of our candidates entering back into the workplace or training following their placement with us. When they ‘graduate’ we will be sharing the celebratory photographs on our Facebook page so do keep an eye out!

Homeless Service Art Gallery – online now!

Clients from the Coastline Homeless Service have Many of our artists have never displayed their work produced a collection of artwork that we have publicly before, so do log onto our Facebook page displayed on our Facebook page. and take a look at their work. We think you’ll be Many of the clients discovered their talent for painting impressed! and drawing through workshops run by the Homeless The clients hope to add more pieces as time goes on, Service and, for several, the therapy they found in art and would love to receive any constructive feedback or really helped them find focus in their lives and begin comments you may have via Facebook. their journey away from rough sleeping. We’ve printed a selection of the pieces on this page to give you a flavour of what they’ve been able to achieve. 10 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 11 TALKS COASTLINE

Charity update! Oliver Hoare from Cornwall Hospice Care receives the cheque Staff at Coastline Housing have donated from Coastline Housing staff. over £2,300 to Cornwall Hospice Care.

Colleagues at Coastline Housing in Redruth Staff get the opportunity to vote each year held events throughout 2016 to raise funds to select a charity to support. For 2017, for the local charity. From cake bakes to big colleagues have voted to support Penhaligon’s breakfasts, a fun sports day to tough fitness Friends. This is a Cornish charity supporting challenges, people from across the company bereaved children, young people, parents contributed enthusiastically. and carers throughout the county. They offer children and young people the chance to meet They presented a cheque for the grand total of others and share their experiences, as well as £2,318.46 to Cornwall Hospice Care’s Head of practical resources for children and parents. Fundraising, Oliver Hoare.

Coastline Housing’s Liz Bracelin added: “Every year staff at Coastline Housing choose a charity to support. It’s been an especially rewarding 12 months as so many people in Cornwall are touched by Cornwall Hospice Care’s work. To be able to offer our support while joining in fun events makes it all feel so worthwhile. Our regular dress-down days were very popular, and the first ever dog show held at the Miners Court Extra Care complex in Redruth proved to be real hit with animals and owners.”

10 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 11 Legionella and outside taps. SERVICES TECHNICAL TECHNICAL The facts watered down…

Coastline Housing is committed to protecting the health, safety and welfare of our customers and we recognise that the risk from Legionella bacteria may arise in customer’s homes. What is Legionella? Legionella are bacteria that are common in natural rivers and lakes, etc. and artificial water systems, (e.g. hot and cold water systems storage tanks, pipe work, taps and showers). Legionella are usually associated with larger water systems but they can also live in smaller water supply systems used in homes and other residential accommodation.

Legionellosis: This is the collective name given to the pneumonia-like illness caused by legionella bacteria. This includes the most serious Legionnaires ’ disease, as well as similar but less serious conditions. How do people get it? • People catch Legionnaires’ disease by inhaling small • The bacteria have to be in very small droplets like droplets of water suspended in the air, which contain spray from a shower or tap. In domestic properties the bacteria. the risk of Legionnaires’ disease is rated very low. • You cannot get Legionnaires’ disease by drinking water.

12 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 13 Legionella and outside taps.

Guide for use of outside taps: SERVICES The facts watered down… TECHNICAL

Stagnant water favours Legionella growth. To reduce the risk you should remove dead legs/dead ends in pipe- work, flush out infrequently used outlets (including showerheads and taps) at least weekly and clean and de-scale shower heads and hoses at least quarterly. If you require an outside tap:

• You must ask Coastline Housing for permission • Work must be carried out by a Coastline approved plumber • Bib tap with double check valve to be used only • All materials including bib tap must be WRAS approved fittings • Customer to be made aware of legionella risks • Taps need to flush weekly to prevent water stagnation.

Handy tips:

• Flexible garden hoses should not be left in the sun for a long period of time. If the hose is not used often and contains stagnant water there is an increased risk of bacterial growth. To prevent any risk you should make sure the hose and systems are drained after use. • Make sure you empty watering cans after use.

Ways to prevent breeding in stagnant water:

• When taps in a property are not used for one week or more, each tap should be run for 2 minutes including any in your garden (e.g. outside tap) • The shower head should be run on a weekly basis • Stagnation can be prevented by introducing routine flushing programmes and reducing the volumes of stored water.

If there’s anything else you are unsure about, or would like advice on, please give us a call. We are here to help!

12 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 13 Advice on Tap SERVICES TECHNICAL TECHNICAL Each year, 20,000 people in Devon and Cornwall save an average of £300-£400 per household just by having a water The WaterCare tariff helped Mr C of Helston, who meter fitted. was struggling with his household bills. He has a At South West Water we have advisors who will help water meter and applied for the WaterCare tariff you to find out if a meter could save you money and as he receives the guaranteed element of Pension they’ll help you with the necessary forms if you want to Credit. The tariff has reduced his water bills by switch. It’s free and if, within 24 months, you feel it’s 15% saving him £108 off his annual charges. not right for you, you can go back to an unmeasured charge. The WaterCare tariff is for our metered customers who are on a very low income. To qualify, you must be The WaterSure tariff may help you to reduce your bill receiving one of the following means tested benefits: if you have a water meter and receive certain benefits, • Housing Benefit and if someone in your home has a medical condition Income based Job Seekers Allowance that means extra water has to be used, or if you have • three or more children living with you. • Income based Employment Support Allowance • Income Support The WaterSure tariff helped Sarah of St Austell, • Guaranteed Credit element of Pension Credit who was paying £82 a month based on her Universal Credit (Housing element) rateable value charges. As Sarah has three children • living at home and is receiving the right qualifying benefits, we identified she was eligible for the The tariff offers a discount between 15-50% off your WaterSure tariff so we arranged for a water meter water bill. An income assessment is carried out to to be installed. Sarah is now saving £480 a year. determine your eligibility.

For more information or to receive an application form for one of our special tariffs, call our Accounts helpline on 0344 346 1010. If you are struggling to pay your water bill, please don’t ignore it. You can contact our Debt Helpline on 0800 083 0283, so we can talk through the different options that are available to help you.

Painting and Repairs – Meet the Contractor!

Technique Property Services have provided external decoration services to Coastline customers for over 10 years so it is with regret that we bid them a fond farewell. This area of work will now be carried out by our own “in- house” team, Coastline Services. It is planned that many of Technique’s dedicated operatives will transfer to Coastline as part of the arrangement. The new 5 + 5 year partnership will formally begin in April. Coastline will continue to build on the success of Technique and combine this with the potential to work more efficiently through Coastline Services.

14 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 15 UPDATE DEVELOPMENT

Consider yourself, at home! The team that worked so hard on the specially adapted bungalow stand with Ryan’s sisters and mother towards the end of the build. From left to Residents settle in at Playing Place right: Kevin Williams of Kier, Victoria Perry, Georgina Hayman of Coastline Housing, Louise Blakey, Carol Blakey and Anthony Bassett of Taylor Lewis. Proud new residents have been settling in to 15 new affordable homes built next to a Christmas tree farm “From the start, we have been very lucky to have a at Playing Place near Truro. team around us who managed to help us acquire the Coastline Housing was able to offer local families property at the planning stage. This allowed us all to 10 properties for affordable rent and five for shared have frequent talks about what specialist things would ownership. be required for Ryan to have the best future in this build. We’ve had countless opportunities to visit the The development has been named Prasow Pyski site during the build and have an input into what has which is Cornish for Pisky Meadows, reflecting the been done. Everyone has been incredibly patient and Christmas tree farm that many people locally will helpful.” know – Pisky Farm. Coastline Housing worked closely with the Cornwall For one new resident in particular, Christmas really Partnership NHS Foundation Trust, Cornwall Council, did come early thanks to a real team effort to provide architects Trewin Design Partnership, builders Kier a specially adapted bungalow on the development Living and the UK charity Brandon’s Trust to develop a to enable him to live an independent life outside the home that will allow Ryan to have a very full life with family home for the first time. his care team and of course, his family, by his side.

Ryan Blakey, who has a number of different complex Victoria adds: “The completed bungalow is beyond needs, required a bungalow in the Playing Place anything we can really have imagined. We are area so that he could live close to his family and absolutely thrilled with it. It’s made a massive difference still maintain an independent life in future with the to Ryan’s future and helped us to come to terms with support of a care team. the changes in his future too.” A number of other local families have also taken up His sister, Victoria, explains: “The timing of the build residence in the development following completion, at Prasow Pyski tied in unbelievably with us finally meaning that they have been finally able to move coming to terms with the fact that we needed to find back to their home village after being priced out of Ryan a future home. the market for many years by ever-increasing property prices. 14 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 15 Development update UPDATE DEVELOPMENT

Transformation at Trelawney Road

Dilapidated garage block now boasts four Before and after – the garages turn new affordable homes into new homes for local people. Four local families have been handed the keys to their new homes at Trelawney Road in Helston, thanks to a regeneration project by local landlord Coastline Housing.

Coastline secured funding from the Homes and Communities Agency to demolish a block of 17 dilapidated garages and build four new two-bedroom homes in their place, each with two allocated parking spaces.

Matt Ward, Head of Development at Coastline Housing, said: “This brownfield site in the middle of Helston had become quite run down. We were thrilled to be given the opportunity to transform it and build more much-needed housing for local people.

“Last year when the development started, there were 446 households on the waiting list in Helston for a one or two bedroom home, so the town council was happy to give us full support for this transformation from the start.”

The properties have now been allocated to their new residents New Coastline customer Charlotte Palmer (left) and have been named Trelawney Mews. proudly accepts the keys to her new home from Lettings Coordinator Charlotte Williams.

16 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 17 UPDATE DEVELOPMENT

Moving in at Crowntown!

Happy new residents have been settling in to 18 new affordable homes built next to Sithney Primary School in Crowntown near Helston.

Coastline Housing was able to offer local families 12 new homes for affordable rent, and 6 for shared ownership, with funding secured by the Homes and Communities Agency. Kier Living managed to deliver the properties ahead of schedule, with all of the affordable rented homes occupied within 3 days of completion!

This development, known as Plovers Field is located next to Sithney Primary School, and Coastline Housing has worked closely with Sithney Parish Council to provide some much needed additional parking on this development for the use of the School, as well as a public open space for all to enjoy.

16 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 17 UPDATE DEVELOPMENT

NANS KESTENEN Proposed Vehicle and 0 5 10 15 25 40m Pedestrian Access

Scale

1 31

Larger trees to boundary retained. Positions based on aerial photographs. Tree survey required

27100 Work begins! Coastline starts work on development for older people in Helston Access and car parking Coastline’s Karen Goldup and Brian Barrett from the company building the homes, Halsall, stand in Coastline Housing has started work on a project to the foreground of the former Quarry Car Park amid bring a development of 22 affordable homes to the the groundworks. Existing trees adjacent former Quarry carto road park in Helston. Larger trees to boundary retained. Positions based The previously overgrown site on Tyacke Road had Liz adds: “This land was previously owned on aerial photographs. Existing Main Road Tree survey required FIRST FLOOR PLAN been used as a car park by Cornwall Council until by Cornwall Council and they helped this it closed in 2014. By the end of January 2018 it will project become a reality by selling the land feature a mix of one and two bedroom flats for to us, so must also take some of the credit affordable rent by people who are over 55 in the town. for being able to bring these homes to local KEY 2 BEDROOM APARTMENT WHITEHILLpeople.” TERRACE Liz Bracelin,Proposed Development building main Officer at Coastline Housing, entrance said: “We’re delighted to be bringing this much- Cornwall Council cabinet member for 1 BEDROOM APARTMENT

needed development to Helston, where homes will be housing and environment Joyce Duffin said: 17 COMMUNAL SPACE offered at 80% of open market rent levels, making it “We’re really excited to see work start on much more affordable for people in housing need.” this landmark project in Helston to provide ASSUMED SITE BOUNDARY

some much needed affordable housing for GROUND FLOOR The site is within walking distance of the town centre older people. Providing affordable homes 1 BEDROOM APARTMENTS 8 No. and there are a number of local facilities nearby, is a key objective for the Council and this 2 BEDROOM APARTMENTS 2 No. making it ideal an ideal location for older people in the scheme is just one of the ways we are FIRST FLOOR town. looking to achieve this for our communities. 1 BEDROOM APARTMENTS 10 No. 2 BEDROOM APARTMENTS 2 No. Whitehill Terrace Site, Helston for Coastline Housing

18 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINETOTALS HOUSING • APRIL 2017 19 1 BEDROOM APARTMENTS 18 No. Sun Path 2 BEDROOM APARTMENTS 4 No.

ARCHITECTS DESIGN GROUP FLOOR 4 STUDIO 5-11 5 MILLBAY ROAD PLYMOUTH DEVON PL1 3LF T: 01752 388888 www.architetects-adg.co.uk Title : SITE FEASIBILITY PLAN

This drawing is copyright. Do not scale Date : 30.06.15 Drawn : PD Scale : 1:500 @ A3 Checked by: PD Drg No : 14134 WT • SD30 UPDATE

DEVELOPMENT WALL

NANS KESTENEN Proposed Vehicle and 0 5 10 15 25 40m Pedestrian Access

Scale

1 31

3D View 1 - NW 2 1

40m 25 Larger trees to boundary 0 5 10 15 retained. Positions based N on aerial photographs. Scale Tree survey required NANS KESTENEN 31 Proposed Vehicle and Pedestrian Access

11 1

2 27100

Larger trees to boundary retained. Positions based on aerial photographs. Tree survey required 27100

Larger trees to boundary FIRST FLOOR PLAN Access and car parking retained. Positions based on aerial photographs. Tree survey required

Existing trees adjacent to road KEY 2 BEDROOM APARTMENT Access and car parking Existing Main Road 1 BEDROOM APARTMENT COMMUNAL SPACE

17 WHITEHILL TERRACE ASSUMED SITE BOUNDARY

GROUND FLOOR 8 No. Proposed buildingentrance main 3D View 4 - SW 1 BEDROOM APARTMENTS 3D View 3 - SE 2 2 BEDROOM APARTMENTS 2 No. 3

FIRST FLOOR 10 No. OLDER PERSONS SCHEME , TYACKE ROAD , HELSTON , CORN , HELSTON , ROAD TYACKE , SCHEME PERSONS OLDER 1 BEDROOM APARTMENTS Housing Coastline for Helston Site, Terrace Whitehill 2 BEDROOM APARTMENTS 2 No. Existing trees adjacent TOTALS 18 No. 1 BEDROOM APARTMENTS 4 No. -adg.co.uk Title : 3D VIEWS 2 BEDROOM APARTMENTS to road Sun Path FLOOR 4 STUDIO 5-11 5 MILLBAY ROAD PLYMOUTH DEVON PL1 3LF T: 01752 388888 www.architects Drg No : 14134 SD - 34 A ARCHITECTS DESIGN GROUP PD Title : SITE FEASIBILITY PLAN @ A3 Checked : Larger trees to boundary Drawn : PC Scale : retained.Date :PositionsFeb,Drg 2016 No : 14134 based WT • SD30 PD This drawing is copyright. Do not scale. Checked by: Ordnance Survey, (c) Crown Copyright 2015. All rights reserved. Licence number 100022432 on aerial photographs. FLOOR 4 STUDIO 5-11 5 MILLBAY ROAD PLYMOUTH DEVON PL1Scale 3LF : 1:500 T: 01752 @ A3 388888 www.architetects-adg.co.uk ARCHITECTS DESIGN GROUP Drawn : PD Tree survey required Existing Main Road 30.06.15 “The site was sold toDate : Coastline by the Council and its Two of the flats will be accessibleFIRST FLOORfor wheelchair PLAN This drawing is copyright. Do not scale redevelopment has involved a huge partnership effort users and all of the homes will be built with the to release the site and secure funding. I’m really ‘HAPPI’ principles in mind. HAPPI principles are

pleased that we have been able to work together to a set of guidelinesKEY introduced to improve the make this happen in such a positive way. We will be quality of housing provision for older people. 2 BEDROOM APARTMENT WHITEHILL TERRACE working on more schemes like this so that specially Proposed building main entrance designed safe and secure homes to help older people Liz adds: “Local residents will1 BEDROOM have no APARTMENT doubt can be built.” noticed the huge ground-clearing exercise that 17 has already taken place asCOMMUNAL part of this SPACE project

The development has been made possible thanks and will be watching the progressASSUMED of SITE the BOUNDARY build to funding of over £700,000 from the Homes and with interest, given its position adjacent to one Communities Agency. of the main roadsGROUND into Helston.” FLOOR 1 BEDROOM APARTMENTS 8 No. 2 BEDROOM APARTMENTS 2 No. Coastline will be allocating the homes later this year. Anyone interested in applying for one should visit Coastline’s website for more information on registeringFIRST for FLOOR affordable housing. 1 BEDROOM APARTMENTS 10 No. 2 BEDROOM APARTMENTS 2 No. Whitehill Terrace Site, Helston for Coastline Housing

ARCHITECTS DESIGN GROUP FLOOR 4 STUDIO 5-11 5 MILLBAY ROAD PLYMOUTH DEVON PL1 3LF T: 01752 388888 www.architetects-adg.co.uk Title : SITE FEASIBILITY PLAN

This drawing is copyright. Do not scale Date : 30.06.15 Drawn : PD Scale : 1:500 @ A3 Checked by: PD Drg No : 14134 WT • SD30 Introducing… our new look garden competition! MAKING MAKING IMPROVEMENTS

The times, they are a-changing, and so is Coastline’s annual garden competition! Since the company’s inception, we have held a very traditional annual garden competition, where customers have entered their garden and judges have travelled around Cornwall to view and judge each and every one of them.

Now that Coastline is growing, and has homes over a much wider geographical area, the competition in its traditional form is becoming a bit unmanageable.

So… we’re taking the competition to a brave new era! This year, we would like to invite you to upload a photo of your garden on our website. You can fill in a simple form giving your name and address details, chose a category and then upload your photograph. Visit www.coastlinehousing.co.uk/garden-competition-2017 to take part.

If you do not have access to a computer, then you are also more than welcome to send in a traditional photograph to: Coastline Garden Competition, Coastline House, 4 Barncoose Gateway Park, Redruth, TR15 3RQ. Just make sure it has your name and address clearly marked, along with the category you wish to enter your garden in. Please note: we are unable to return photographs that are sent in to us.

Our judges will then get together to review all photographs received and finalise a short-list of gardens to visit in person and judge. Who knows… it could be you!

Please make sure that your photos are with us by 30th June 2017.

Your photo must have been taken this year and the gardening must have been done by you or your family. Photographs may be shared by Coastline on its Facebook page or website to inspire others but we obviously won’t divulge names or addresses.

20 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 21 MAKING MAKING IMPROVEMENTS

Here are the categories available to enter:

Most impressive garden

Younger gardeners (under 30) category

Best hanging baskets or pots

Best communal garden

Best garden by a gardener with disabilities

You could win a £20 voucher to use on your garden and a trophy too! This year, any trophies for our garden competition winners will be presented at our annual CATH awards ceremony in January 2018. You don’t have to be an expert to enter, but you do have to be a resident of a Coastline property. Good luck! We’ll look forward to seeing your photographs…

20 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 21 MAKING MAKING IMPROVEMENTS

Smartline Team appointed and ready for launch!

The Smartline community – we need you! Smartline is an exciting new approach to understanding individual and community needs, and the role that technology might play in doing this. If you live in the Camborne, Pool, Illogan & Redruth (CPIR) areas we are looking for customers who are willing to express an interest in joining this new innovative Smartline Community. Previous research ‘Bringing communities together – love this with the University of Exeter has demonstrated how idea!’ - Babs Eveson homes and communities have important impacts on the Health and Wellbeing of individual customers and the community as a whole. The outcomes of this The Smartline research and innovation project project will provide guidance in shaping Coastline’s between Coastline Housing, the University of Exeter, services to either target specific needs of an individual Cornwall Council, Volunteer Cornwall and others hope or benefit the community collectively. to explore these questions and many more so we need volunteers to come forward and join this new Over the next few months customers in the CPIR areas community project. will be approached to ask whether they would like to be involved in this innovative project and will be given Our hope is that the project will inform new ways of more details as to how the technology installed into working, and new services that can support longer, 350 properties is going to be used. The equipment healthier lives in communities that support each other. will provide important research data to help shape the services we provide in the future. The Smartline Team The Coastline Smartline team members now have Have you ever wanted more information a set of actions to be rolled out over the next few about your home? months with the aim of installing the technology into Where is that draught coming from? 350 homes from July 2017. Why is that room so damp? The Coastline Smartline team comprises: Phil Beyond your home, have you ever had an Gilbert (Smartline Project Co-Ordinator); Bill Voyce occasion when you only heard about an event (Smartline Delivery Manager) and Lyndsay Barrett in your local community which interested you, (Smartline Tenancy Co-Ordinator). after it happened? They are pictured above alongside the wider Smartline team, many of whom are based at the Would you like to find shared interests with University of Exeter. your neighbours?

22 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 23 MAKING MAKING IMPROVEMENTS

Smartline Team appointed and ready for launch!

The team have an extensive range of skills and experience including customer engagement, tenancy and property management, research administration and financial auditing to name but a few. They will be the main point of contact for all Coastline Housing customers wishing to take part in this exciting project.

How do I get Involved? The Smartline stakeholders: The success of this project depends upon our customers’ voluntary participation. We hope you will join us on this journey and we would love to talk to you about this exciting opportunity.

To register your interest please phone: 01209 200200 or email [email protected]

Smartline has been funded through the European Union Regional Development Fund to Cornwall to help develop more businesses and job opportunities and help people live healthier and happier lives. Do you have an interest in volunteering in your community and are you keen to get more involved with the Smartline project? If you have some time to spare and would like to make a difference to the lives of people in your community we would love to hear from you. Please contact [email protected] to discuss how you could get involved.

22 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 23 SKY Q upgrades MAKING MAKING IMPROVEMENTS Any Coastline customers living in a flat, with a communal dish, who wish to upgrade to Sky Q are advised to contact Sky and register their interest. Sky can then make arrangements to visit their home and carry out the upgrade. You should also advise the Coastline Repairs desk.

The existing communal dishes are compatible with Sky Q, so customers who wish to upgrade to Q can do so.

Grounds Maintenance

The Technical Services Team has been busily working with Coastline Services over the winter to inspect and assess over 120 communal grounds maintenance areas. We have inspected the current condition of each site and updated the site maps so that customers and CSL are clearer on what is to be maintained and to what standard as we move forward. We have also begun to seek more feedback from customers. So if the operatives post a Grounds Maintenance Satisfaction Survey through your door, please do fill it in and return to Coastline. You views really count and will help shape the future service. The maps for each area will be updated over the coming months and as they become available will be accessible for all our customers to view at https://www.coastlinehousing.co.uk/grounds-maintenance.

24 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 25 INVESTMENT COMMUNITY

Just the job! Job fair – (left to right) Gail Copp from Penryn & Helston Jobcentre, with Zoe Collick, Maggie New event helps job seekers get back into Weaver and Leanna Cox from Coastline Housing. work Leanna Cox, ‘inspiring futures’ Co-ordinator, added: Coastline Housing has held its first job fair. Open to “We’ve developed strong working relationships with customers and members of the local community, the many organisations in Cornwall. This means we can event helped many people secure jobs or move further tailor the support and advice each customer receives along the path to employment. so it exactly matches their needs. This can range More than 50 job seekers attended to meet with a mix from helping to make a CV or application stand out, of training and support agencies, plus employers with through to securing funding for a training course. vacancies ready to be filled. It was part our ongoing We are also able to offer work placements here at ‘inspiring futures’ programme which aims to help Coastline, from which over half of those attending people get the right skills to find a job. have gone directly into work either during or directly after their eight weeks with us.” Nicola Highton, ‘inspiring futures’ Co-ordinator, said: Coastline Housing customers can find out how this “Our first ever job fair was well scheme could help them by visiting received by everyone who came www.coastlinehousing.co.uk/inspiring-futures, along. Job seekers, agencies or by calling 01209 200200 and asking to speak with and employers all said they found Nicola or Leanna. it very worthwhile to talk in an informal environment. With Employers attending the job fair included United Government changes to welfare still taking place, and Response, B&M, Carers Break, Aldi, Domino’s Pizza, the needs of employers continuing to alter, improving Tre’Care Group Ltd, and Coastline Housing itself. access to work opportunities is a practical way for us to improve people’s financial independence.” Following its success, Coastline will be holding another fair in the coming months. Any organisation Working with customers, training providers, and or company wishing to attend can find out more by Redruth Jobcentre Plus, ‘inspiring futures’ has so far emailing helped 320 people get back into work or training. [email protected]

24 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 25 Coastline award winners revealed! INVESTMENT COMMUNITY

Winners and nominees at Coastline’s CATH Awards People making an outstanding contribution to local communities and neighbourhoods were honoured at Coastline Housing’s annual Customers At The Heart (CATH) Awards ceremony. Now in their seventh year, the event at the Old Cattle Market in Helston was attended by the social landlord’s customers from across Cornwall. Awards were presented by the Coastline Group’s Chair Derek Law MBE and Chief Executive Allister Young.

Coastline’s Claire Reeves opened the event. She said: “We know our customers and residents living in our Trelawny Singers communities do so much for each Involved Customer of other. They work selflessly to provide the Year was Wendy assistance for friends and family. James of Camborne. The nomination We think that commitment should commended her continued commitment be more widely recognised, so the to working with others in suggesting CATH Awards are here to highlight ideas to help Coastline develop its these fantastic efforts which help to services, all in a very friendly and improve lives in the county.” approachable way.

26 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 27 Jay Davis from Camborne received the Younger Person of INVESTMENT the Year award for his superb COMMUNITY work with community groups, plus support offered to friends through difficult times. His dedication was described as the all more impressive given his role in caring for his parents at home.

Good Neighbour of the Year was awarded to Sylvia Pover from Lanner. She was Left to right Coastline Chief Executive Allister Young, Good Neighbour of the Year Sylvia Pover, and Coastline Group Chair Derek Law MBE recognised for helping her neighbours in many ways, bringing a real sense of community spirit to the area. The nomination added Sylvia is a kind and lovely lady, always going the extra mile.

Awarded Customer Learner of the Year was Camborne’s Michael Vinnicombe, nominated for his continued commitment to achieving qualifications with Work Skills Training Academy. They said he deserved the award to acknowledge the distance he has travelled, and his progression in so many areas of his life.

Along with the awards ceremony and a celebratory meal, entertainment was provided by Trelawny Singers who performed a number of traditional Cornish songs, much to the delight of the nominees and their guests.

Coastline will be opening the CATH Awards nominations again later this year, so if you have a friend or relative you think should be a winner look out for updates at the website www.coastlinehousing.co.uk/CATH-Awards Here are some customer comments from the day:

Many thanks for a It’s good to hear Very good, great time and taking that the company is keep the good care of me. Brilliant growing in strength work up. entertainment. and going great places.

26 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 27 INVESTMENT COMMUNITY

Funding! What’s been awarded?

Our Funding and Grants Committee is run by customers and provides grants for local projects, groups and individual customers to help support thriving communities. The group meets 4 times a year and in 2016- 2017 had £5,000 available. The following benefited from the grants: Porthleven Community Group - £345 for Annual Support Grant and Torchlight Parade

Miners Court Residents Association - £1,300 for communal activities for residents

Treleigh School - £1,000 for playground markings

Connor Downs Residents Association - £50 towards Easter Eggs for the younger residents

Alan and Carol Moreton – awarded £70 for people who do good in the community, so that they could buy reflective tabards and coats for volunteering at events

Overall, a grand £9,118 was applied for and a total of £2,695 awarded

28 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 29 INCOME INCOME

A visit to Ocean Housing MANAGEMENT

A small group of customers and staff paid a visit to Ocean Housing in St Austell recently to take part in some training offered by the Tenant Participation Advisory Service (TPAS).

Carol Dixon, Wendy James and Jackie Thomson all went to the event which helped involved customers learn more about scrutinising the work of their landlord in order to make changes for the better.

Jackie Thomson, Community Investment Officer, said: “Training is important to ensure that our representatives are confident in the decisions they are making on behalf of you, the customer. We had a very illuminating and useful day.”

28 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 29 INCOME INCOME MANAGEMENT

Free debt help on your doorstep

When financial trouble hits, it’s easy to feel alone. In the UK, there It can seem like no one can help or that no one are 306 CAP wants to. Local debt counselling charity Christians Debt Centres. Against Poverty (CAP) really can help and hundreds This means that of people call each week to begin their journey local people towards financial freedom. can access the service, which is Experience has shown that there is always a way recommended out and no debt is too big or too small to deal by TV’s Money with. In fact, if you are experiencing debt problems Saving Expert, then you can get free, expert advice without even Martin Lewis. leaving your house. Redruth’s CAP CAP visits people in their own homes, negotiates Centre Manager, with creditors and supports people right up until Teresa Bailey said, “Every week we see people they are debt free. On top of this, the whole service who think that there is no way out of their money is free of charge and available to anyone regardless problems and every week we offer them a solution of age, faith, gender or background. that really works. If you are struggling with debt A CAP client from St Day, said “I am finally feeling then there is hope. We can help you.” free to be me because the weight of debt is going. To find out more, call Christians Against Poverty’s I’d recommend CAP because they don’t judge. freephone number 0800 328 0006 or visit They also work with you in solving the situation, www.capuk.org which made me feel valuable again.”

30 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 31 LIVING INDEPENDENT

Come and join the fun!

Spaces now available at the Miners Court Quote ’FACEBOOK’ when Extra Care day centre in Redruth! you arrive to receive a The Day Centre at Miners Court in Redruth FREE trial day! opens at 9.30am and closes at 3.30pm and is run by 3 dedicated members of staff.

Attendees receive tea/coffee, toast, biscuits and some great company and entertainment.

There’s even an option to buy lunch at the venue - or bring your own. And if you have a care package, this may be covered by your fees. Please get in touch to discuss this.

Why not come along for a free trial day? Just quote ’FACEBOOK’ when you arrive and see what we’re all about! We promise you’ll receive a warm welcome! 30 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 31 Thinking about moving home? TENANCY MANAGEMENT

When a customer decides to move to a new home and ends their tenancy there are various steps that need to take place to allow this to go smoothly, both for the outgoing and incoming customer. You may be leaving via a Mutual Exchange, moving to Any items or fixtures you have fitted may have to another Coastline home or moving away from the area. be removed and the house put back into its original Here’s a quick run-down of the process to help you plan condition. Any items you own such as flooring, light if you’re in this situation… fixtures and garden sheds that you are taking are noted, as are any suitable items that you may choose Once notice has been received from the outgoing to leave for the benefit of the incoming customer, i.e. customer, The Tenancy Management team will arrange curtains, curtain rods, carpets, and light fixtures etc. to visit that customer and carry out a pre-void inspection (we refer to all empty properties as “voids”). During this If the work agreed at the pre-void inspection has inspection repairs, maintenance and redecorating that not been completed, or is to a poor standard then a the leaving customer is responsible for are noted and recharge for the work necessary to bring the house up relayed back to the outgoing customer in writing. to the Void Standard may be applied. The house must be left in a good order. Coastline would expect the outgoing customer to For small jobs that require completion before you leave the house fully cleaned, clear of all personal leave the property such as hanging a door, stopping in belongings and any rubbish (including contents of holes, removing curtains, taking up carpets or garden roof space), internal decoration should be left in a works and to avoid being recharged, you may wish reasonable condition, the garden should be cleared of all to take advantage of our Handyline service provided personal items and rubbish, hedges should be left in a by Coastline Services. This is a low cost service. You manageable condition and grassed areas should be cut will be asked for payment in advance and the works and tidied. will be completed, where possible, during your notice period. 32 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 33 Here are some examples of our most common rechargeable items and the costs connected with them: TENANCY

Sink, bath and basin plugs and chains. £5.92 (each) MANAGEMENT

Internal door replacement £125.55 (each)

Internal door repair £43.80 (each)

Filling holes in walls (picture hooks etc.) £26.85 (per room)

Removal of curtains £14.49 (each)

Removal of floor coverings £27.77 (each)

Removal of items left at property £120.75 (per load)

Garden clearance £112.34 (per load)

Cut grass £1.75 (per square meter.) We really do not want to waste our resources by recharging former customers for payment of these costs as it is expensive and many items are completely unnecessary. It is always best to speak to us about our Handyline Service before leaving so we can see whether we can help you. As it is unlikely that you will know who is moving into the property you are leaving you should always use the Royal Mail's Postal Redirection service to ensure that any bills or other mail you've not changed your address on still reaches you. You should also leave Coastline Housing your new address details just in case we need to contact you. You can get post redirected for three, six or 12 months, and longer if you're still getting volumes of post through after your initial period is up. It costs from £31.99 (for three months) per surname, so couples may need to pay twice. Remember that if mail isn't redirected, you need to call the sender and either update your address or ask to be taken off its mailing list. It's important to do this - any bills you don't get and therefore don't pay can damage your credit record, or result in you being traced by a debt collection company. Stray letters can also increase the risk of ID fraud. As always, if you would like any further advice, please do get in touch with us by any of the usual channels!

32 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 33 Have you heard about WORKING PARTNERSHIP Handyline? Here’s how it could help you!

Handyline Service: 01209 200200

As a Coastline customer you have responsibilities towards your property that are part of your tenancy agreement. These include:

Adjusting or replacing doors when you fit or remove carpets Anything to do with your own TV aerials and telephone installations Replacing fuses, plugs and light bulbs Replacing toilet seats Replacing any plugs and chains in your bathroom or kitchen Clearing blocked waste pipes, toilets, drains and gullies Replacing broken or cracked panes of glass Maintaining timber garden sheds and keeping your garden tidy Maintaining the inside of the property in a reasonable decorative order.

Most of these smaller jobs can be completed through our Handyline service alongside other jobs like fitting and adjusting internal doors, fitting skirting, fitting kitchen work tops, wiring up cookers, plug sockets, fan heaters and light fittings, erecting shelves and wall brackets, fitting TVs onto wall units, flat pack units, washing machine plumbing in, putting up curtain rails, hanging pictures and mirrors and more…

34 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 35 WORKING PARTNERSHIP In addition….To encourage you to keep your garden tidy and maintained, Coastline is offering you the opportunity to have regular grass cuts over a 12 month period. These can be on a 2 or 4 week cycle. The cost will be for up to an hour £6.60 or £13.20 for 1-2 hours.

Our aim is to offer these services throughout Coastline communities for Coastline customers.

Please note the removal of garden waste is not included under Handyline; however, if you supply the green waste bags, the operatives will fill for you, if time permits.

To use the Handyline service please call us on the numbers above. Our Maintenance Service Advisors will talk you through the process and cost. We then accept payment for the work which will be given up to 30 days to be completed. This is not a service for urgent work. The work will be carried out by Coastline Services staff (the staff you would see on responsive repair work around your home). Remember to always ask for ID when any tradesperson comes to your home. All Coastline staff carry ID cards and must show on arrival.

And… for bigger jobs, we’re happy to offer you Coastline plus! This service can take care of your bigger jobs around the home and garden. Coastline Plus…

How does it work? If you need a bigger job completed, that the Handyline Service can’t cover (for example, decorating, painting Coastline Plus is an extension of the good quality or an overgrown garden), this could be for you! Give maintenance service already carried out by Coastline us a ring with details on 01209 200200 or 08082 Housing and Coastline Services. Remember – you have 027728. responsibilities to keep your home and garden in good We will then arrange a visit, cost the job and offer order, and this scheme could help you with jobs you you a competitive quote. As with any service you are might struggle with. The work will be carried out by a arranging, we recommend you get other quotes so you skilled, reliable and trustworthy workforce. can see how we compare for value. If you need some help, please do get in touch to take The details: advantage of our ‘help’ schemes! This is an extended service which will be costed on the amount of work required, not on an hourly rate like our Handyline scheme.

34 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 35 Befriending service WORKING PARTNERSHIP

Have you heard about the Royal Voluntary Service’s Good Neighbour Scheme? It aims to offer the practical help that can make all the difference to older people - whether it's collecting a pension or a repeat prescription, walking the dog or changing a light bulb. Often family members might live too far away to visit regularly so Royal Voluntary Service Good Neighbours provide valuable company and friendship as well as making sure the older person is safe and well. Good Neighbours will spend perhaps an hour a week either in person or over the phone in the company of an older person. Sometimes classes - from IT to tea dances to Tai Chi - are run as part of the scheme. It's our way of helping people stay independent whilst providing friendly, social contact and making sure they're safe and well. Good Neighbours help counter social isolation and the service can act as a pre- emptive step to keep those who are vulnerable out of hospital. Working with local GPs, Royal Voluntary Service will identify those older people in the local community who are most risk of ending up in hospital within the next year. By acting first, Good Neighbours can alleviate the strain on local services. If you would like to get more involved with the Royal Voluntary Service, either as a volunteer or as someone who might benefit from their help, here are some details of local clubs and contacts:

CORNWALL SOCIAL CLUB DETAILS - RVS Name & Service Number Contact details Liskeard Lunch Club Weds 12 noon Jackie Norman 01579 320889

Tuesday fortnightly Linkinhorne WRVS Tuesday 1.30 – 4.00 Zena Jones 01579/362526 Club (44445) Closed August

Wednesday fortnightly Liskeard Pensilva Wednesday 2.30 – 4.00 Jean Connor 01579/363221 Club (44449) Closed August

36 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 37 WORKING PARTNERSHIP

Friday weekly Looe Darby & Joan Club Audrey 2.00 – 4.00 01503/269157 (44451) Wharmby Closed August

Tuesday weekly Pendeen Over 60s Club 2.30 – 4.00 Patricia Earley 01736/788636 (45001) Closed December to Mid January

Perranporth Good Companions Friday monthly Jenny Cuthill 01872/573624 Club (44425) 2.00 – 4.00

Wednesday Fortnightly Redruth Four Lanes 2.00 – 3.30 Ann Penaluna 01209/215037 Wednesday Club (44420) Closed August

Thursday fortnightly Redruth Lanner WRVS Good 1.00 – 4.30 Sylvia Pooley 01209/215543 Companions Club (44414) Closed August

St Dennis Good Companions 01726/822539 Wednesday weekly Club Phyllis Luke 07826 369935 1.30 – 4.00 (44229) St Columb Minor Darby & Joan Tuesday monthly Club Jan Cater 01637/876302 2.00 – 4.00 (45005) Thursday Weekly St Petrocs Senior Citizens Club 07840705619 2.00 – 4.00 Alicia Conium (45007) 01841/520395 Closed July/August

36 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 37 The Green Cross Code YOUR SAY

The Green Cross Code is taught in schools but needs to be reinforced from home - and not just by memorising the words, but by parents practicing and explaining the code to their children. Do you know it? Do you follow it? The code is for everyone.

The Green Cross Code 3. Look all around for traffic and listen 1. First find the safest place to cross Look all around for traffic and listen. If possible, cross the road at: subways, footbridges, Look in every direction. islands, zebra, puffin, pelican or toucan crossings, or Listen carefully because you can sometimes hear traffic where there is a crossing point controlled by a police before you can see it. officer, a school crossing patrol or a traffic warden. 4. If traffic is coming, let it pass Otherwise, choose a place where you can see clearly in Look all around again and listen. all directions, and where drivers can see you. Do not cross until there is a safe gap in the traffic and Try to avoid crossing between parked cars and on you are certain that there is plenty of time. sharp bends or close to the top of a hill. Move to a Remember, even if traffic is a long way off, it may be space where drivers and riders can see you clearly. approaching very quickly. There should be space to reach the pavement on the other side. 5. When it is safe, go straight across the road – do not run 2. Stop just before you get to the kerb Keep looking and listening for traffic while you cross, Do not get too close to the traffic. If there is no in case there is any traffic you did not see, or in case pavement, keep back from the edge of the road but other traffic appears suddenly. make sure you can still see approaching traffic. Look out for cyclists and motorcyclists traveling Give yourself lots of time to have a good look all between lanes of traffic. around. Do not cross diagonally.

How you can help your child and other children Set a good example. Use the Green Cross Code yourself. Show your child how to use the Code to cross the road when you’re out and about. Let your child show you that they know how to cross the road safely – start practising on quiet roads first. Point out dangerous places to cross on local roads. Point out safer places as well. Some places may be safer at some times of the day than at others. Use pedestrian crossings even if it involves a small detour. Talk about the importance of not using a mobile phone or texting while crossing the road. Remind your child that they cannot hear traffic if listening to music through earphones or see it properly if wearing a large hood.

38 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 39 Recipe corner – Traditional Cornish Pasty Editorial group member Sylvia Pover has shared with us her recipe for a traditional

Cornish pasty… Is your mouth watering yet? Give it a go and let us know how you get YOUR SAY on!

To make the flaky pastry: Mix 1lb plain flour and a pinch of salt with 10oz butter OR 5oz butter and 5oz lard.

Bring together with a little milk or water to form your dough.

Pasties: Roll out the pastry to the thickness and size you require, then add: onion, potato, turnip and skirt beef.

Season with salt and pepper.

Crimp your pasty and brush with milk to glaze.

Cook for about one hour, temp 220. Turn the oven down if browning too soon but leave in for an extra 15 mins to ensure the filling is cooked. Eat, and enjoy!

Here’s a lovely nostalgic poem from our very own involved customer Sylvia Pover. We hope you enjoy it!

Old Times The toilets up the garden, Now I’m all grown and The tin baths on the wall, Aunty Amy’s gone to heaven, The fires in the grate and there is no more outside loos I’m curled up in a ball, No more tin baths, no fresh baked bread nor pasties for our tea, Away back in my childhood playing ball and other games, I suppose I better make the pasties While Aunty’s in the kitchen and I had better buy some bread, baking bread for our tea The other half will moan if supper is not ready. and pasties for the beach. Time for a bath in a proper bath and leave the tin one on the wall. Good Night.

38 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 39 How are we doing? February Results Target

Average time to answer telephone calls (seconds): 50 60

First time fix by Contact Centre: 62% 80%

Emergency repairs on target: 100% 100%

Customer satisfaction with how 79% complaints are handled: 64%

Rent arrears - Net 0.59% 1.5% £

Urgent repairs on target: 99.76% 99.1%

Planned maintenance – customer satisfaction: 100% 99%

Repairs appoints kept as % of those made: 99.39% 99%

Responsive repairs – customer satisfaction: 100% 99%

Properties with a valid gas safety 100% 100% certificate: