MatterNeighbourhoods

Issue 13: Summer 2021

Report Annual Summary enclosed

Customers‘extremelyhappy’with newwindows

Biodiversity Groupreceives£1,500funding

Garden Competition winnersrevealed Cheddar, and North Villages Hello...

Burnham-on-Sea, Highbridge, Welcometothissummeredition of ournewsletter. and Berrow Thepast18monthshavebeen Communities areattheheart incredibly toughfor everyone of everything we dosoIam Hamp, , South in allsorts of ways so Iwould delightedthatcommunity Villages and La Ciotat like to sayabig thankyou to Walkaboutshave recommenced. you allfor helpingthe Homes Gettingout andabout meeting in Sedgemoorteamduring youisanimportant part of our Sydenham and the Levels thesetimes –whether it is role so Ihopeyou areabletosay respondingtosurveys,joiningin hello to ourteams when yousee virtualevents, looking afteryour them in thecomingmonths. neighbours andneighbourhood At theend of this newsletter , and or just beingalittle patient Polden and Parrett Villages youwillsee asummary of our if your call has takenlonger annual reportonthe last year. to answer. This showsyou some of the Bridgwater Central and Thankyou to this year’s Garden highlights of last year,how we West Bridgwater Villages Competitionentrants,the judges spentour moneyand howwe had ahard choice deciding the performed againstour targets. winners. Well done to everyone Ihopeyou findthisuseful. Corporate News whotookpart. Ialsowantto Finally, youmay have heard the sayathankyou to everyone outcomeofthe recent review of at HomesinSedgemoorfor localgovernment in . working so hard to maintain TheGovernment hasdecided services during thesedifficult on asingleunitary authority times. On services generally, forSomerset, whichwillmean HomesinSedgemoor youmay have seenour mini anew councilisformed.At roadmap. Although restrictions this very earlystage we do not @HomesSedgemoor regardingthe wearingofface know theultimateimpacton maskshas eased,inviewof HomesinSedgemoorbut we customer.services@ thehighinfection ratesand arecommitted to continued homesinsedgemoor.org ourprioritytokeepyou and closeworking with Sedgemoor ourteams as safe as possible, District Counciland allSomerset www.homesinsedgemoor.org ourteams andcontractorswill councils to support anychanges continue to wear face masksin ahead. We will always champion 0800585 360/01278552400 your home forthe foreseeable your voiceand theserviceswe future. We will keep this decision providetoyou. Homes in Sedgemoor, under regularreview andlet you Iwould like to wish youagreat Bridgwater House, King Square, know of anychanges. summerand Ilookforward Bridgwater TA63AR To make surethe services we to seeingasmanyofyou as provideare what youwant, we possible outand aboutoverthe need to listen andlearn.Iam coming months. Don’tforget to follow therefore pleasedtosee some us on social media and Best wishes, check our website! of ourlearningfeaturedinthis newsletter.Toensureyour voiceisheard even louder,you Peter will also read aboutthe new PeterHatch, SedgemoorTenantsAssurance ChiefExecutive Committeeand howitwillhelp Resource Reg. No. 2110 improve services.

2 Garden Competition Corporate News 2021winners We’reexcitedto Each entrantalsoreceived have incorporated this into the announce this year’s ahand-carved garden dibber competition,withtipsincluding: Garden Competition made by PorterhouseWood •Use waterbutts where possible 2021 winners! Artand wildflower seeds to replace usinghosepipes donatedbySeed of Hope CIC. Preparations startedfor this •Reducethe useofchemicals year’s competitionway back Thejudges were very lucky as much as possible in September2020whenwe with theweather in late June when visiting all27entries. •Use companiongardening– were luckyenoughtohave make useofplantsthat support from threeofour board Each year,the competition reducepests on otherplants members, allofwhomare keen is developingand,aswell gardeners: CouncillorJanet Keen, as recognising thosewho •Createahavenfor beesand Councillor KathyPearceand take prideintheir space, butterflies within planting ourcustomer representative, we arealsotakingintoaccount helpingtonaturally propagate MarieHide. themanydifferentaspects •Takecuttingsfromcurrent We worked withanumber of what gardeninginvolves. planting andcollect seeds. of contractorsand suppliers There is so much publicityatthe Thejudges were privilegedto to sponsorthe competition, moment abouthow important visitsomewonderfulgardens whichmeant lots of lovely wildlife is to ourgardens as againthisyearand wouldlike prizes to be abletodistribute. well as sustainabilityand we to thankeveryonewho entered. Ourwinnersare:

Best LargeGarden Best ImprovedGarden Best CommunalGarden MrsHooper, of Cannington Ms Turner,ofBawdrip Mr &Mrs Stephenson,ofCannington

Best SmallGarden Best BuddingGardener (Under 16s) Best Veggies Mr Cook,ofHighbridge Mary Louand Analise, of Bridgwater Mr &Mrs Cadwallender,ofAxbridge

Congratulations!Goodluckfor next year. We look forwardto Judges specialprize seeing your entriesfor 2022! goes to Mr Edenborough, of Bridgwater Thank you to our sponsors:

Best Containers/Pots/Balconies MrsTanner, of Bridgwater

Neighbourhood Matters Issue 13: Summer 2021 3 Bridgwater Central and West Somerset Villages Bridgwater Newwindows Foodbank donation at Taylor Court Equans, formerly named Engie, pleased to support this project CustomersatTaylor Court, contractorsfor ourprogrammed with theworktheyare doing Bridgwater,havebeen works in theSouth,made the with families in thelocal area. following donation to the enjoying theirnew windows. “Working alongsideHomes in Bridgwater Foodbank: Sedgemoortosupport local Thepreviouswindows at Taylor •£50 worthoffood communityprojects is important Courtwere brownaluminium, to me personally andtoEquans.” both internallyand externally, •£150Morrisonsvoucher andhad come to theend of their •£100payment TheBridgwater Foodbank is naturallifecycle.Thisgaveusan findingdonations arereducing. exciting opportunity to replace This generous amount has been There areanumber of different theold windowswithmodern raised by Equans’ site team and ways to help your localfoodbank, Unplasticized PolyvinylChloride itscontractors to help provide includingutilising supermarket (uPVC) windows. nine families withfood. drop offpoints andbydonating uPVC windowshavearangeof Equans’ Resident Liaison Officer, asupplyoffood directlyatyour benefits, includingreducingnoise Kim, said:“Equansisreally closestbranch. andcreatingaconstant internal temperaturethroughretaining indoor heat. We askedcustomers living in Taylor Courtfor their feedback. Onecustomersaid: “I’m extremelyhappy with theway thenew windowslook, andhow much warmer they are.”

Anothercustomersaidthe windowswere “a marked improvement”and that they received“greatservice”. Bridgwater Rangers MaDfunding

1stBridgwater Rangers, who received£1,500throughour Making aDifference fund,has said amassive thankyou. Thegroup said:“This is goingto make ahugedifference forus andweare extremelygrateful.”

4 Neighbourhood Matters Issue 13: Summer 2021 Damp Corporate News Condensation can andmould be reducedby: Producing less If youhaveany issues or concernsaboutdampand 1 moisture in your home mouldwithin your home,thenpleasedocontact us and Stoppingmoisture we willarrange forour surveyor to attend andinspect. 2 spreadingaround your home Themostcommoncause you’re in your home for Keepingyour of mouldgrowthwithin our most of theday (particularly 3 home ventilated propertiesiscondensation, common with recent Government due to moisture in theair. restrictions), then condensation Keepingyour 4 home warm Condensationtends to be a will form. seasonal problem that is worse Everyhomegetscondensation in thecolder months –October- at some time -usuallywhenlots Othercausesof April, andduringthe warmer of moisture andsteam arebeing moistureand damp summermonthsthe problem produced -for example, at bath canbeseentogoaway. times, when amainmealis Whilst themostcommon causeofmould is During thewinter,the house beingcookedorwhenclothes arebeing washed. condensation, therecan tends to be notsowellventilated also be otherunderlying due to windowsand doorsbeing It is quitenormaltofind your causes,such as: closed andthisallows abuild-up bedroom windowsmistedup ! of moisture within thehouse that in themorning afteracold night. Leaks–via roof,guttering, cancause condensation. There is nothingmuch youcan windows, doorsetc ! Condensationisnot aproblem do to stop this. Penetratingmoisture that canbecompletelycured, Please visitour websiteor throughthe walls as there is always goingtobe contactusfor more information ! Rising damp moisture in theair,but we can andtipsfor reducingmoisture If youthink that your home help to managethis. andcondensationinyour has anyofthese issues,then home – customer.services@ Theaverage householdcan please do contactussothat homesinsedgemoor.org produceapproximately 24 pints we canarrange forasurveyor or 0800585 360. of moisture everyday,and if toattendand inspect.

Twopeopleactivefor oneday 3pints

Cooking andboiling akettle 6pints

Having abath or shower 2pints

Washingclothes 1pints

Drying clothes 9pints

Usingaparaffinorbottled gasheater 3pints Totalamount of moistureproduced 24 pints in your home in oneday

Neighbourhood Matters Issue 13: Summer 2021 5 Corporate News Unitarycouncil decision

TheGovernment hasannounced itsdecisionregarding localgovernment reorganisation in Somerset,and theoutcome is in favourofasingleunitary authorityfor theareacurrently served by fivecouncils.

Nowafinaldecision has been Peter Hatch, ChiefExecutive Thedecisionwas announced announced, allparties are at HomesinSedgemoor, said: on Wednesday, July 22,byLocal committedtoworking closely “Atthis very earlystage we do Government SecretaryRobert together to make thechanges notknowthe ultimate impact Jenrick, MP,inaministerial happen as smoothly as possible. on HomesinSedgemoor,but statementtoParliament. Within thecomingweeks, we arecommittedtocontinued Thedecisionnow requires stafffromMendip,Sedgemoor, closeworking with Sedgemoor Parliamentaryapproval. Somerset,South Somerset and District Council andall Somerset Thenewsmeans that asingle Somerset West andTaunton councilstosupportany changes unitarycouncil forSomersetwill councils will be meeting with ahead. We will always champion be formed on April1,2023to officials from theGovernment to your voiceand the services we replace thecounty’sfive existing startthe processoftransitionto providetoyou.” county anddistrictcouncils. thenew authority.

Sydenham and the Levels Biodiversity in Middlezoy We donated£1,500 throughthe Making a Difference Fund to the MiddlezoyBiodiversity Grouptohelpitcontinue newtrees whichare scheduled “Wehave beenabletosupport improvingthe community. to be planted. thegrant assessment panel throughout that time to donate TheMiddlezoy Biodiversity Group Middlezoy Biodiversity Group, over£40,000 to localgroups whichencourages the also planstoinstall some new andorganisations. development of wildflower areas fencingtoprotect theareainthe to help wildlife,applied forthe churchyard andplant newtrees “Weare very grateful forthe granttoimprove public spaces next Autumn.Our donation of time that thepanel givesin working with theapplicantsfor such as theplaying fields, the £1,500 will also fund theprinting thefundwhich supportsgrass of thegarden leafletand further allotments,and thechurchyard. rootsorganisations that provides publicityfor thegroup. Thegrant allowedthe group avariety of services to ourlocal to buynew signpoststodefine Angi,Community Enabler,said: communities in Sedgemoor.” areasthatneed improvingor “I have beenreallyproud to have More informationabout the developing. Thesesignposts revamped andfacilitated the Making aDifference Fund will be used to identify and Making aDifference Fund canbefound on ourwebsiteat support thelocal wildlife and overthe last four years. www.homesinsedgemoor.org.

6 Neighbourhood Matters Issue 13: Summer 2021 Walkabouts Corporate News We areexcited to be relaunchingour communityWalkabouts!

We holdWalkaboutsthroughout OurupcomingWalkabouts are: at 2pmWestoverGreen, Sedgemoor to identify areasin • Highbridge –meeting andat2.30pmWestfield your community in need of at 10am,September 7, House, onNovember 2 improvement. at Morland Shops, • Woolavington –meeting We workclosely with other MorlandRoad at 10am,November 10, organisations, includingClean • West –meeting at the Fish andChipShop, Surroundings andSedgemoor at 10am,September 15,at Bitham Walk District Council, to tackle any theCrossways Inn, WithyRoad • Bridgwater Central(Newtown) issues raised during the –November 16,at2pm, Walkabouts. • Sydenham (Fairfax) –meeting at 10am,September 22, meeting at St George’s Hall, We arenow able to invite at Co-op, Parkway KendaleRoad customerstojoinusonour Walkabouts!Tofind out • Cheddar –meeting at 10am, when your localWalkabout October 6, at Penn Close will be held, visitthe events • Hamp –meeting at 10am, section on ourwebsite, at October12, at Recreation, www.homesinsedgemoor.org. RhodeLane If youare unable to make your • Burnham-on-Sea –meeting localWalkabout andyou’ve at 10am,Rosewood Hall, spottedsomething in your Rosewood Close communityyou’d like us to look at whileweare out, contact • Sydenham (Dunwear) – Customer Services at customer. meeting at 10am,October 20, services@homesinsedgemoor. at Co-op, Parkway org or call 0800 585360 and • BridgwaterCentral letusknow. (WestStreet) –meeting

Neighbourhood Matters Issue 13: Summer 2021 7 Cheddar,Axbridge and North Somerset Villages Welfarecalls feedback During thefirstlockdown, colleagues across the organisation called customerstocheckontheir welfareand ensure they hadenoughsupport.

Following thefirstconversation, as ensuretheyreceive thecorrect we offeredrepeatcalls where support regardingshopping necessary. essentials,careassistanceand otherimportant services. OnecustomerlivinginCheddar, whowas contactedbyCyan, ThecustomerinCheddar also Neighbourhood Officer,was very said to Cyan that “a phonecall grateful fortheir welfarecall. goes alongway”. Thecustomer said:“Thetruth We have nowagreedwiththe is,[you] arethe only ones who customer todoweekly welfare calledtocheck IamOK, apart callsand referhim to AgeUK from my family. to getadditionalsupport. “Theyhavecalledacoupleof Thenumberofwelfare calls timestosee if they canhelp requestedhas nowreduced, however,weare stillhereif andwhether Ineedanything.” youneed extrasupport. Ourwelfare callsallow us to Contactour Customer Services checkonour customers’ health, Team on 0800585 360 for happiness, andwellbeing,aswell more information.

Woolavington, Puriton and Corporate News Polden and Parrett Villages Untidygardens Dream As Covid-19restrictionslift, Scheme we have enjoyedbeing back outinour communities. TheDream Scheme has been We have seen some fantastic busy organising theAugust gardens enteredintoour recent summerholiday events,and there Garden Competition butthere arelotsofgreat days planned. arealsomanygardens that From zootrips,picnics,arts look untidy. andcrafts, flower pot decorating Please remember to keep your [email protected] andflower potting,wehave a grasstrimmed neatly andcut or call 0800585 360. busy andfun packed summer back hedges andtrees,put your holidayahead. rubbishout only on thecorrect We arecurrently looking dayand keep anyother items Didyou know… forvolunteersfor theDream neat andtidy. We recently held an Aids and Scheme in Woolavington and If youare struggling to manage AdaptationsScrutinyEvent. Puriton,ifthisissomethingyou your garden,wemay be ableto To findout what customers wouldbeinterested in,please findyou some help.Contact our thoughtofthe service, visit call theCommunity Enabler Customer Services Team formore ourwebsite. Team at HomesinSedgemoor informationatcustomer. formoreinformation.

8 Neighbourhood Matters Issue 13: Summer 2021 Homes in Sedgemoor Corporate News customer savingsincentive FACT We have joined forces with WestcountrySavings andLoans,the largestcreditunion in theSouth West, Encouraging to offeryou an exclusivesavingsbonus scheme. asavings habit

Availabletoall Homes If you’dliketostart saving today, Saving alittlemoney regularly in Sedgemoorcustomers, findout more aboutthe scheme is thekey to better financial theincentive is simple: by visiting www.westcountry.org. resilience in thefuture. uk/homesinsedgemoor. Your nest eggwillquickly 1 Open an accountwith grow andprovide youwith WestcountrySavings andLoans If youhaveany questions,or abufferagainst emergency 2 Save aminimum of £5 in three wouldliketodiscuss thescheme in person,pleasecontact our costslikeabroken washing separate months betweennow machine or an urgent car andthe endofOctober 2021 Income Team,via Customer Services,atcustomer.services@ repairbill. Themoreyou 3 We will adda£10bonustoyour homesinsedgemoor.org or by add, thequicker your cash pot accountonNovember 1, 2021 calling 0800585 360. growsand couldevenprovide youwiththe meanstotreat thefamilyevery nowand then.

FACT Our savings scheme partner Credit unions arenon-profit financialco-operatives serving localcommunities.Theyprovide asafehomefor your savings andresponsible,affordable loanstoensureyou stay in controlofyourmoney.Unlike banksand buildingsocieties, credit unions have no external Aloanfrom Satsuma School shareholders–theirmembers Westcountry Loan* uniform loans Savings (customersjustlikeyou)control andLoans what happens by voting on If you’re shortofcashtopay plansattheir Annual General fornew schooluniform,avoid £50 £83 Meeting. high-cost lendersand loan permonth permonth sharks by borrowingfromyour localcreditunion, Westcountry Savingsand Loans. Representative Representative Thecreditunionofferssmall interest rate: interest rate: loansand is free to join. 42.6%APR 535% APR HowdoesWestcountry Savings andLoans compare to otherlandlords fora£500 Totalrepayable: Totalrepayable: loanover12months? £603 £996 *Source:www.satsumaloans.co.uk/ payday-loans01.07.2020

Neighbourhood Matters Issue 13: Summer 2021 9 Burnham-on-Sea, Highbridge, Corporate News Brean and Berrow Community skip day PhotoCompetition We areexcited to be We will be holdingaskip day at Ringstone, , in launching this year’s thenearfutureand areinthe PhotographyCompetition. process of planning it. Each year we hold acustomer Keep your eyes peeled! competitiontogiveall you If youhave itemsyou have been buddingphotographers the meaningtoget ridof, or think chance to have your photo they couldbeused by someone featured in ourcalendar. Theeddeeaaddlliinneeffoorr ssububmmiissssiioonnss else,and wouldliketobe This year,wewould like to see is Monday,September 13. involved, please contactElla, your photos showingwhatyou Forfullterms andconditions, ourCommunity Enabler, love aboutwhere youlive. visit www.homesinsedgemoor.org. on 0800585 360. If you’dliketoenter,sendyour entriestocustomer.services@ homesinsedgemoor.org or Didyou know… messageusonFacebook. Photos need to be aminimum of 1MBin ourcontractor Engiehas now sizeand must include ashort changedits name to Equans! captionabout thephoto.

Corporate News Striving to StartSomething? Anew initiative couldhelpcustomersstriving Emma,who sellsWax Melts to startany type of business. online,said: “I really enjoyed We’reteaming up withaward- •On-demand access to extra theentireprocess;Iwouldn’t winningentrepreneurs forthe coursesyou canuse to learn have hadthe confidence or newproject, Strive. anywhere, anytime theknowledge of howto structureabusiness without •Group discussionswithothers When it kicksoff in September, theStriveguys.” Strivewilloffer customers •Achance to enter competitions advice,training, support,tipsand with cash prizes andfeedback tricks.It’sanactionpacked from guest experts 12-weekproject, that is perfect Theproject will allbedelivered Tom, abusyfootball coach, foranyonewho wantstostart or online so youcan connectfrom said: “It’ssofriendly, but has just startedtheir own thecomfort of your ownhome. educational. Ipersonallydon’t business. All youneed is adevicetolog thinkthere is abetterplace to onto theinternetand thedrive learnwhatyou need to starta This is an amazingchanceto to work on making your business business.” join agroup of people whoare idea happen. allstriving to startabusiness andget: Martha,who is starting achildcare business, said: “I wasvery •One-to-one advice from an scared at the beginning because of my ageand thetechnology, experiencedentrepreneur butitwas really fun. Theproject is so encouraging, kind,funny, •Weeklylivetrainingsessions on interestingand everything is very clear. It makesyou realise everything from brandingto everything is possible.” book-keeping

10 Neighbourhood Matters Issue 13: Summer 2021 ExtraCareHousing Corporate News If youare finding it more difficult to live in andmaintain your home, youmay be consideringdifferent housingoptions. If youhave higherlevel of care FACT andsupport needs,Extra Care AllExtra Care schemes Housingcould be agood option. have on-site staffwho are responsible fordelivering We manage three schemesin What is Extra housingrelated support, Sedgemoor: Care Housing? whichincludes: •Hilda Coles House, Albert •Checking youare Street,Bridgwater •Yourown home within a OK each day scheme of ExtraCareflats •GibbHouse,RhodeLane, •Helpwithcorrespondence Bridgwater •On-site staffoncall 24 hoursadaytoprovide •Assistanceinmaking •Elizabeth Court, Mendip Way, care andsupport health appointments Burnham-on-Sea •Access to on-site •Helping youdealwith ExtraCareHousing allows youto communal facilities moneymatters liveasindependentlyaspossible, in thesecurityand privacyof Youcan have help with •Helping with housingand your ownhome, butgives you things like: tenancyrelated issues thepeace of mind that someone •Washing,dressingand •Helping youtoaccess is on call if youneed anyhelp. personalcare otherservices, such ExtraCareisaformofhousing as ahandyman service with self-contained,accessible •Preparingsnacksand •Helping youtoand andaffordableone-bedroomed heatingupmeals from thediningroomto flats that youcan rent. They are •Shoppingand laundry have ahot meal (meals purpose-builtfor people who (privatelypurchased) charged separately) have care andsupport needs. •Somedomestictasks •Managingthe If youhave regularcareand (privatelypurchased) buildingand gardens support needs, they canbemet by theon-site team of care and •Reminderstotakemedicines support workers. Your support (aspartofacarepackage) is tailored to your ownsituation andcan easily be adjusted if your needschange. Communal facilitiesare also provided.These vary between schemes, butwillinclude alounge, diningroomand organised activities during theday andevening. Laundry facilities, gardens andguest accommodation, hairdressing, andlunch time mealsare also availableatmostschemes. ExtraCareHousing schemesare Elaine Oliverisour new Customer locatedveryclose to localshops Liaison Officer,basedatLaCiotat andamenities. House.ElainewillbebasedinFlat 30, Formoreinformation, visitthe coordinatingaccess forthe heating ExtraCareHousing section on installation andwillbethe first pointof ourwebsiteand watchour video contactfor customers. on ExtraCareHousing.

Neighbourhood Matters Issue 13: Summer 2021 11 Corporate News Sedgemoor TenantsAssurance Meet the Committee Committee In November 2020,the Government published itsHousingWhitePaper calledThe Charterfor Social HousingResidents.

This documentspecifically states theexpectationsnow being placed on socialhousing landlords andmeans that residents can PaulineP expect ‘tobeabletoholdtheir landlord toaccount,knowhow it is performing andwhatdecisions it is making’and ‘tohaveyour voiceheard by your landlord’. Theseexternaldrivers gave us theopportunity to reflectuponour approach to Thecreationofthe Sedgemoor customer involvement, TenantsAssurance Committee scrutiny,and governance. will be akeyway; ameans by Martin whichthe ‘tenant voice’ can In January, we launched a ensureHomes in Sedgemoor campaign to recruitmembers meets itslegal,regulatory, and to an Operations Committee. business objectives,and ensure Agroup of involved customers we meet ourservice standards workedwithusand ouradvisor andcommitments to customersin from Tpas,asaSteeringGroup, allthe areasinwhich we operate. to co-designand co-createthis We look forwardtoupdatingyou newformalstructure. on what theCommittee has been AnnA Following aselection andinterview up to in thenextnewsletter,and process,wehave successfully youcan also keep up-to-dateon recruitedseven members. ourwebsite. Membersfeltthe name Operations If youare forward thinking Committeedidn’treflectthe role andwanttodriveforward of theCommittee,sotheyhave better services to customers, chosen to be called Sedgemoor call Sharon,Community Enabler, TenantsAssurance Committee. on 0800585 360 to getinvolved. Aimee

Karen Mr C Scott

12 Neighbourhood Matters Issue 13: Summer 2021 BoardAGM Corporate News We arepleased to invite HomesinSedgemoor Do youwantto customersand leaseholders to this year’s Annual getinvolved? GeneralMeeting (AGM)which is taking placeon We have lots of opportunities Tuesday, September28, 2021 at 1.15pm. forcustomerstoget involved! Thegroupsyou could With thehoped foreasingof re-appointments will also be join include: Covid-19restrictions,weare discussed.Our Chairofthe Audit lookingtomeetinpersoninthe andRiskCommittee will also •Customer Services and SedgemoorRoom, Bridgwater be presenttotakeany questions. Communications Group House, King Square, Bridgwater, TheAGM also provides an •PropertyServicesGroup TA63AR.Weare also exploring opportunityfor customersand optionsfor tenantsand •Neighbourhood leaseholderstoraisequestions Services Group leaseholderstojoin themeeting to theBoard. virtuallyiftheywish, usingthe •MakingaDifference meeting applicationZoom. To Finalarrangementsfor the (MaD)FundPanel attendthe meeting virtuallyyou AGMwillbeconfirmed closerto •ScrutinyGroup wouldneed to be abletoaccess thedatewithupdates provided theinternetand themeeting on ourwebsite. We will coverthe costsofyour applicationZoomfrom atablet, If youwould like to attend involvement andout of pocket phone, or laptop. theAGM (eitherinperson expenses will be reimbursed, includingchildcare. There will be areview of the or virtually),oryou have a year provided by theChair and questionyou wouldliketo Meetingsare amixture of face ChiefExecutive of Homesin puttoour Board,pleasecontact to face andonlineand there Sedgemoorand theLeader and us by email at customer. will be opportunities to attend ChiefExecutive of Sedgemoor services@homesinsedgemoor. site visits,conferences, events, District Council. org or call us on 0800585 360, training coursesand more by Friday,September 17,2021. should youwish. TheAGM will also receive theFinancial Statements for If youwould like to attend We will support youevery theyearended March31, virtually, butare unsureof step of theway andtogether 2021 andwilllooktoappoint howtouse Zoom,pleaselet we canmakeadifference! externalauditorsfor the us know,and we will do our I’minterested, upcoming year.Board member best to support youwiththis. retirements,appointmentsand what next? Contactthe Community Enabler Team at community. Tender evaluations engagement@ Didyou know… homesinsedgemoor.org Five involved customersattended or by calling 0800 585360. aProcurement Evaluation There maybespace on Training sessionand formed a ourBoard forthe right paneltoreviewtendersfor an customer!Ifyou’reinterested electrical testingand repair in gettinginvolved, please contractand astructural contact customer.services@ engineercontract. homesinsedgemoor.org for more information. We involvecustomersinany selectionprocess whereservices impact on them.Thisapplies mainly to servicecontracts over a£250,000 valuebut some lower valuecontracts mayalsoinvite customerstotakepart.

Neighbourhood Matters Issue 13: Summer 2021 13 Corporate News WestfieldHouse Home Fire Safety Visits We teamed up with Devonand Somerset Fire andRescueService to carryout home firesafety visits to ourcustomers at Westfield House to support anationalprogrammecalledthe ‘BuildingRiskReviewProgram’.

Theaim of theprogramme is identified andassessed anyrisks to make high-riseand high-risk in thehome, provided advice residential buildings saferand around saferbehaviours and give thegovernment,and local provided equipment to help fire andrescueservices, abetter reduce anyrisks. understandingofhigh-rise Customerswere grateful forthe buildings in theUK. visits andenjoyed afreefish and TheDevon andSomersetFire chip lunchfor allowing theteam andRescueService accessed into their homes. atotal of 12 properties and

If,likethousandsofother Somerset residents, you Diversity have come from anothercountry to make Somerset home,you’llbepleased to know thereisplentyof Voice support available to help youinyournew life.

DiversityVoice is alocal charity with issues such as housingand applicants to theEUSettlement whichoffersadviceand services benefits, andwithwelfare issues Scheme.Althoughthe deadline to speakers of otherlanguages such as domestic violence and has passed,anyonewho has in Somerset. hate crimes.Ask theteamabout agood reason fornot having Everyyear, thecharityoffers pandemic-related issues too, applied in time mightstill support free of chargetohundreds like testing, travel advice and be abletoapply.The team of people from alloverthe world. government restrictions. recommends if youhaven’t Englishlessons appliedyou do this as soon Almost allofthe charity’sstaff as possible,and cangive aremigrantstoo,and help is Thecharity’spopular English youmoreinformation about availableinany language. Clubs,which offerfreelessons whetherornot you’re eligible. Youmay have metone of the with aqualified teacher, will be charity’ssupport staffifyour openingagain soon and There’s lots more information childhas language help at school registrations arenow being at www.diversityvoice.org.uk, or in their earlyyears setting. accepted.Classes areagreat or on Twitter @diversity_voice There is much more help waytomakenew friendsand or Facebook @diversityvoice. availablethough. getother support too. Youcan getintouch with the team in anylanguageat Welfareadviceand support Immigration Advice [email protected] Thecharitycan putyou in touch DiversityVoice is registeredto or on 0300 0750105. with organisationsthatcan help offerprofessionalsupport for

14 Neighbourhood Matters Issue 13: Summer 2021 STAR Survey results Corporate News Thankyou to everyone who took part in this quarter’s Voicescape STAR Survey.Yourvaluable feedback helpsustocontinue We really valueyour to improveour services. feedback anduse both negativeand positive commentstohelp Q1 Target shapeour services. Overallsatisfactiontaking 83%87% We carryout quarterlySTAR everything into account (SurveyofTenantsand Residents) Satisfaction with overall qualityofhome81% 83% surveys viaour partner, MEL Research,and we mayalsocontact Satisfaction with HiSprovidingahome 86%87% youvia text,phone,oremail, that is safe andsecure aboutour various services as Satisfaction with HiSeasytodealwith87% 85% andwhenyou access them. Satisfaction with neighbourhood as 80%90% Goingforward,weare also very aplace to live excitedtobetrialling theuse of Voicescape,which will generate Satisfaction with rentprovidingvalue 91%89% an automatedcalltocustomers formoney following contactwithour Satisfaction with servicechargesproviding 79%80% Customer Services Team, valuefor money completion of arepairorany plannedworks. Satisfaction with overall repairsservice 81%80% (experiencefromarecentrepair) If youare askedtoparticipate in asurvey, please do take part, Satisfaction with HiSlisteningtoviews 78%75% so that we canlearn from your andactinguponthem feedback,and youwillalsobe enteredintoadraw with the chance to wina£50 Love to LessonsLearned Shop voucher. From complaints received newheating beinginstalledtoa £5 aboutinadequateheating, blockofflatsand have re-visited 0 in collaborationwithour plansinconjunction with advice LO Zero-Carbonproject, we are to ensurefire safety regulations VE SH TO reviewingEPC ratingsand heating aremet. VO OP provision within ourproperties, We will continue to liaise with UCHE allowing us to adopt afabricfirst residentsduringthe remaining R approach,checking such things works,and ensuretheyreceive as loft andcavitywallinsulation, regularupdates andare ableto windowsand doors, to ensure voiceany furtherconcerns. they areefficientand cost- effectivefor ourcustomers to runand keep their homeswarm. Didyou know… If youhaveany concerns about Youcan read ourComplaints your heating, or anyother aspect Policyonour website! You of your property condition then please do letusknow. canalsorequest apaper copy by contactingour Customer We have also responded to Services Team. customer feedback received about

Neighbourhood Matters Issue 13: Summer 2021 15 Homes in Sedgemoor Annual Report 2020-2021 Summary

Every year we produceanAnnual Reporttoshowcase what we havebeenupto, howwehavebeen doing and howyou, as customers, havehelped to shape our services. We haveincluded asummary of our latest Annual Reportinyour newsletter. When reading it, we hope youfeelweare doing the very best job we canfor you. We would also liketotakethis opportunitytothank all our customers forworking with us and trusting us over the past year.Toviewthe full Annual Report, please visit our websiteatwww.homesinsedgemoor.org or call us on 0800 585 360 to request your ownpaper copy. Repairs and Maintenance

We work hard to maintain your propertiestoagreat standard to ensure youhavegood quality, safehomes. The Covid-19 pandemiccreatednew challenges forboth us and ourcustomers,but,thankstoyou, we havebeen abletokeepyourhomes in goodrepair.Weknowthe last year has been scary, but by continuingtoreportrepairs and letting us in your homes, we were able to work with our contractors to find new, safe ways of working. The lastyear sawabig increase in routine jobs, but we areproud of how, through partnershipworking,wewere able to continue to deliver agreat service.

We carriedout We carried out We carried out 5,790 4,479 665 same day repairs routine repairs emergencyrepairs 92.6% overall customer satisfaction 98.8% 92% 99.5% with the responsive of same day repairs of routine repairs of emergencyrepairs repairs service were completed on time were completed on time were completed on time

Upgrading Your Home

Each year,wecarry out alarge number of home upgrades to ensure youcontinue to love where youlive. Despitethe challenges we haveall facedoverthe last 12 months, we areproud to haveworked with you to find the best ways to continue work on our Great Estates Programme. By trusting us to work safely in your homes, we were able to spend £9.2 million upgrading your properties and communal areas, including 1,006 installations, such as newroofs, windows and heating systems.

(including fascia Windows Kitchens New doors 455 Roofs and soffit) 92 77 59

30 Air source heat pumps 70 Rewires 108 Canopies 92 Gas boilers

16 Neighbourhood Matters Issue 13: Summer 2021 Customer Involvement

We created The Covid-19 outbreak meant our involved customers and Community Enabler Team had to find newwaysofworking and engaging with others £9,412,601 virtually.Weare pleased to share that through everyone’s of socialvalue hard work, we created an impressivesocialvalue of *Subject to validation by HACT almost £9.5 million! Doing Christmasabit differently Every year,wework hard to putonfestiveevents forcustomers and their families, however, due to Covid-19 restrictions, this was not possible forChristmas 2020. But,determined to stillspread some Christmas joy, the Community Enabler Team found newwaystomarkthe festiveseason, by donating: £1,465 £855 £463 £250 to Hamp to Highbridge and towards warm clothing to Cheddar and Sydenham Sedgemoor vulnerable forahomeless charity Foodbank food pantries families Making aDifference Fund 14 community Our Making aDifferenceFund offers the opportunity forlocal community groups awarded groups to apply foragrant.The final decision overwho is awarded agrant funding is made by adedicated customer panel. This year,the panel approved 14 applications totalling nearly £15,000 of funding being awarded to groups that benefit the community. £14,285 “On behalf of 1st Bridgwater Rangers, amassive thank you of funding for the funding for our unit. This is going to make ahuge awarded difference for us and we areextremely grateful.” 1st Bridgwater Rangers Income and Expenditure

Income Expenditure Management fee £7,888,887 Repairs and Maintenance £12,804,409 Maintenancecapital fee £10,048,411 Staff £3,007,667 Other income £203,714 ServiceLevel Agreements £1,195,148 Interest £8,346 Housing Support £953,882 Total £18,149,358 Taxation £6,560 Audit £13,909 Total £17,981,575

Neighbourhood Matters Issue 13: Summer 2021 17 Supporting You

Neighbourhood Officers work closely with arange of agencies, organisations and charities to provide the relevant supportneeded to keep peoplesafeintheir homes, but thelastyear has been like no other with the team finding newwaysofworking collaboratively.The threelockdowns sawarise in antisocial behaviour (ASB), but the Neighbourhood Team worked hard to support customers and thewider community.Thank youto everyone forworking with us and helping to keep your communities safe.

We responded to Which included Last 181 646 year… ASB cases ASB incidents

The highest number Noise of ASB complaints 75 were about… cases

To help tackle noise complaints, we use the Noise App with customers, which measures the volume of noise in anumber of our The Noise app cases. This makes it easier was used by 2,134 forthe team to gather the evidencerequiredtomanage 65 recordings were made the increasing number of complainants noise nuisancecases.

Income

We collect your rent and pay it to Sedgemoor District Council. The council then gives us some of your rent back as aManagement Feesowecan look afteryour homes, carry out repairs and do work in your neighbourhood.

99.47% 0.9% ZERO £20,812 of rent charged current tenant rent tenants were evicted reduction in former in 2020/21 arrears for2020/21 due to rent arrears tenant arrears successfully collected (2.1% belowthe target)

18 Neighbourhood Matters Issue 13: Summer 2021 Lettings TO LET

Allempty homes Customer satisfaction Customer satisfaction re-let in with thecondition ratefor the lettings of their home process is 49.8 92.2% 98% 322 51.98 days needed, homes let between on average, days on average 2020-2021 forstandard re-lets

Customer Services and Feedback

Our friendly Customer Services Team is always on Last year… hand to help customers with anyqueries or concerns. On average, we answered your call in We received Dealt with We 180 83.6% answered calls every day, of calls at first 45,715 68 on average point of contact calls seconds

STAR Satisfaction Survey STAR satisfaction survey year end results –2020/21 Actual for Target for 2020/2021 2020/2021 Overall satisfaction taking everything intoaccount 83%87% Satisfaction with overall quality of home 82% 83% Satisfaction with HiS providing ahome that is safeand secure 85% 87% Satisfaction with howeasyHiS is to deal with 84% 85% Satisfaction with neighbourhood as aplacetolive 82% 90% Satisfaction with rent providing value formoney 90% 89% Satisfaction with servicecharges providing value formoney 76% 80% Satisfaction with overall repairs service(experiencefrom arecent repair) 79% 80% Satisfaction with HiS listening to views and acting upon them 69% 75% Complaints We have reviewedour Complaints and Feedback 114 85% Policy, and nowhaveatwo-stage process, in line with the Housing Ombudsman guidance complaints dealt withat to ensure it is easy forour customers to let received initial stage us know when something hasgone wrong.

Neighbourhood Matters Issue 13: Summer 2021 19 Awinner, selected at random,willwin £150! Competition Time We want to hear from yousoweknowwhatis importantand howwecan furtherhelpand support This newsletter,weare doingCompetition Time youinyourhome. Please send us your answers slightly differently. We have puttogetherafew or aphoto of thefilled outformbelow viaemail questions,and everyone whocompletes thebelow at [email protected], surveyinfull, andsends us their answers, will be call in andtellusat0800585 360 or message enteredintoaprizedraw. us on Facebook.

Main tenant details Good schools,transport and amenities Name: Suitableproperty, correctsizeand price Address: Wanted agarden/outdoor space No choice –allocatedbycouncil/HA, eviction Phonenumber: To be closetowork/employment Emailaddress: To avoid antisocialbehaviour, violence or discrimination Surveyquestions Other(please specify) Wholives in your home? Do youthinkthatabove ground floor flats areadequate Name: accommodationfor familieswithchildren? Date of birth: Name: Date of birth: Do youthink your currentpropertywillmeetyour needs Name: in thenextfive years? Date of birth: Yes No Don’tknow Name: Date of birth: Whydoyou thinkyourcurrent propertywillnot meet your needs in thenext5years? (tickall that apply) Name: It will be toobig or too small Date of birth: Iamfindingitdifficulttomaintain thehomeand/orgarden Name: Istrugglewiththe stairs and/or gettinginand outmyhome Date of birth: Iwould like to be closer to family or friends Does anyone in your household live with anydisabilities, Iwould like to be closer to facilities such as shops, long-termhealth conditions or vulnerabilities we can doctors, schools etc. supportwith: Therentand/orbills aretoo expensive Yes No Ineed agarden Furtherinformationwhich couldhelpussupport you(optional) Ineed Sheltered Housing/ExtraCareoranadapted property Other(please specify)

Howsatisfied areyou with thefollowing aspects of your home? Howdoyou rate thequality of your home? Excellent Good Satisfactory Poor Very poor FurthercommentN/A

Is thereanythingwecould do to improve thequality Kitchen of your home? Bathroom Windows/doors Heatingsystem Do youhaveagarden? Energy efficiency Yes, sole use Yes, shared use No garden External What were your reasons formovingtoyour currenthome? appearance (tickall that apply) Safety and To be near family andfriends security Changeinfamily or householdcircumstances Garden/outdoor area Health reasons, includingmove to bungalow/Sheltered Housing/ExtraCare Wouldyou be interested in shared ownershipofanew home? Like thearea/wanted to move to countryside/sea Yes No Interested, butnot financially viable