B3 SUMMER NL 2016.qxp_Layout 1 27/06/2016 11:51 Page 2

The newsletter for B3Living residents Summer 2016 Summer

B3@Home See page 4

ASB and estates See page 8 and 9

The Housing Crisis See page 7

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News

Editor’s welcome Hello If you have any ideas for future articles, or would like to contribute your from Joe own story please get in I’m B3Living’s new Chief Executive, Joe touch using the details below… Chambers. Until 2001 I was working at Council as a Housing

Pippa Gavaghan Manager before becoming Chief Editor Executive of SOHO Housing Association. Scania House, Amwell Street, EN11 8TS It's good to be back, but what a change! Email: After ten years, your landlord is now a thriving housing [email protected] association, building new homes with a buzzing and vibrant or call: 01992 453 778 team working hard to deliver great services to our tenants. Some things, sadly, have not changed. The level of homelessness in Broxbourne is as bad – if not worse - as it was 15 years ago. With 237 homeless Broxbourne families in temporary accommodation, there is also a huge shortage of homes for Free swims young people living in over-crowded conditions with their Vouchers enclosed parents. with this edition of Some working families can’t afford to buy or rent, while older residents are struggling to find the right homes to downsize to Home. because they are in short supply. The housing market in Enjoy the summer holidays Broxbourne is very expensive partly because there is a real by taking to the water at housing crisis here. your local leisure centre. I believe that safe, dry, warm affordable housing is essential for Take the enclosed vouchers all of us, whatever our income or family make up. It’s what and head along to the B3Living is here to do. We want to make a difference to Laura Trott Leisure Centre or people’s lives by providing more homes. To achieve this, we John Warner Sports Centre need to dramatically increase the number of new homes and any time from Saturday 23 make sure the homes we do have are fit for purpose and used July - Sunday 4 September in the best way. 2016 and you swim for free! I’m new to this role but we have a strong, experienced and Please note: John Warner able Board leading B3Living and a committed, smart, caring Sports Centre will be closed team delivering our services and new homes. I look forward to for maintenance from meeting you as I get re-familiarised with our homes in Monday 22 August until Broxbourne, Epping and Hatfield, all areas where we Sunday 28 August. Laura are able to deliver new homes through great partnership Trott Leisure Centre will be working. open throughout. I wish you the best and will work hard with the team to maintain B3Living’s high standards and continue to provide new homes.

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News

Mental health awareness Residents told us to focus on mental health to raise Walking towards awareness and reduce stigma. We've been flying our equality mental health awareness In May a group of B3Living employees travelled to flag above our Scania House offices in a very hot and sunny Brighton to take part in the Hoddesdon, to raise Stonewall Equality Walk and raised over £1,000. awareness but did you Are you an LGBT resident looking support? Why not join our LGBT know… Allies group? For more information or to get involved contact Catherine Bailey on 01992 453 779 or email: [email protected] 1 in 4 people will experience a mental health problem in any given year

1 in 10 young people will experience a mental health problem

Residents’ Day 9 out of 10 people with This year’s annual Residents’ Day will be taking place mental health problems on Thursday 11 August at Paradise Wildlife Park. experience stigma and This year we’ll be looking at what matters most to our residents discrimination and how we plan to meet your priorities. You should have already recieved your booking form, but if not you can download one from the B3Living website. The deadline to For more information return your booking form is Friday 1 July 2016. For more details and support, visit call Danielle on 01992 453 741. www.time-to-change.org.uk

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Better Business

B3@Home - what is shared ownership? Shared ownership is an affordable housing scheme where you can part buy and part rent your home. You will need a mortgage and Eligibility deposit for your share, and you will pay an affordable rent on You can be eligible for shared the remaining share that ownership if: B3@Home continues to own. l Your household income is The minimum share you could between £25,000 and purchase is 25% and the £80,000 maximum is 75%. However the shares you can purchase will l You are a first-time buyer depend on each individual l Properties will be allocated development. according to the priority In the future, you can Have you visited our Examples of top level purchase additional shares of B3@Home website? your property (at the market of priority groups value at the time) until you You can get a deeper l own 100% of the property. Applicants who have understanding about what previously owned a home shared ownership is and can be considered, but whether its right for you, a full must prove that they are list of our available properties – unable to purchase a complete with locations and property on the open costs. You can also use our market. built in budget calculator to l First Time Buyers who are see if buying a home will be currently living in the local affordable for you and register your interest on a property. If We assess applications on an authority area, who are you would like to register your individual basis and we will eligible to go on housing list, interest for our upcoming discuss with you the maximum and who have lived in area schemes or require further share you can afford. for more than 5 years information then please Do you anyone looking to buy but struggling to afford open email us at [email protected] market costs? Spread the word - call 01992 453 700 for more details or visit www.b3athome.co.uk or visit www.b3athome.co.uk

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Better Business

Have you registered for Help to Buy yet? If you want to purchase a home of your own, but can’t afford to buy on the open market, Help to Buy could be your way onto the property ladder. The Government has created the Help to Buy scheme to help you take your first steps into home ownership. It’s really easier to register for Help to Buy – contact the Home Ownership team on 01992 453 700 or visit www.helptobuyese.org.uk to complete an application form.

New Bridgewater Gardens homes in awarded in RICS Awards Our housing development Bridgewater Gardens was awarded Highly Commended Our development in the Residential category at the East of team have just RICS Awards. launched four new Completed in November last year, the development is build properties in made up of rental and shared ownership properties Potters Bar. This is the managed by our homeownership team, B3@Home. first time B3Living has branched out into Hertsmere and we hope there will be many more soon!

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Better Homes

Better Homes ££££££Kitchens, bathrooms and much of Investment works completed last year our electrical and adaptations Each year we invest in the region of £4million on work is completed by our in house Send and Mend team. Other major works programmes. That’s around 16% of the works are put out to competitive income we receive from your rent and other sources. tenders to ensure we receive the Around £1million each year is spent on health and safety best value. inspections such as gas and fire safety, electrics, asbestos and Satisfaction Levels with works water hygiene, as well as service equipment such as communal We have achieved high levels of TV, door entry systems, CCTV and lifts. resident satisfaction this year with The works have benefited over 1,700 homes - almost 50% of our 97% of residents satisfied with the homes. Our Send and Mend service invests another 12% in quality of major works on their completing repairs and getting empty homes ready for new homes and 97% happy with our customers. project management on the completed works. 71% of residents said that they would recommend How we spent major works money last year: our service to family and friends. Spend inc Number of homes that PROJECTS How do we decide where and VAT benefited how we need to spend the New kitchens £550,000 122 budget? We are focused on ensuring all Replacement bathrooms £310,000 118 our properties meet the Government’s Decent Homes Standard. This is the minimum Electric upgrades and rewires to homes £55,000 40 standard your home should meet. Electrical rewire of communal areas in £115,000 35 blocks We carry out a 5 year rolling blocks programme of ‘Stock Condition’ Communal lighting and rewire at Wormley Wormley Court and Grove surveys. Qualified surveyors visit by £75,000 Court House appointment and look at every New car parking, element in the property, such as Leven Drive Estate, £610,000 landscaping and play area the kitchen, bathroom and roof. Data from our ‘Stock Condition’ New fire doors to flat entrance and £190,000 308 new doors communal areas surveys is uploaded onto our property database and used to New boilers and central heating systems £685,000 205 homes form our medium and long term investment plans for properties. New windows and doors £530,000 215 homes Works planned for this year... In 2016/17 we plan to invest a New passenger lift £90,000 Cedar Lodge similar amount of money into improving our homes. When Upgrading communal areas with flooring, £30,000 3 blocks property lists have been finalized door entry systems and car park surfacing we will provide more information Independent Living Scheme Improvements £80,000 3 schemes on our website and will contact residents individually. If you have any questions on the work we do, Disabled adaptation works £325,000 150 homes please contact the asset management team on New roofs £325,000 120 homes 01992 453 700.

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Better Homes

The Housing Crisis Did you know that Broxbourne is in the middle of a housing Crisis?

B3Living is working with Broxbourne Borough Council to eradicate homelessness within Broxbourne. has a huge housing shortage and like Some of the ways we intend to many parts of the country, people in work are do this are: struggling to afford a home to rent or buy. House l We plan to build at least 150 prices are at their highest, with people in Hertfordshire new homes from 1 April 2016 needing to earn up to 7 times their salary to afford to to 31 March 2018 buy a home. l We’re working to help Broxbourne currently holds the residents get into work with highest level of homelessness across our Employability service the whole of Hertfordshire with 237 l We have retirement living all across the borough which families living in temporary helps to promote accommodation. independent living for longer There has also been an increase of people within the living for longer. The ageing population means that new accessible homes are needed for older residents to live more independently for longer. For more information on the work we do and what we have planned for the future visit www.b3living.org.uk

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Better Communities

ASB and Estates Flytipping l l Flytipping is illegal dumping of Where were you when you Open spaces are for the use rubbish and waste on a site that saw the flytipping of everyone, including is not licensed to accept it. The l What kind of view you had children and young people l waste may include general l What waste had been Young people hanging household rubbish, larger flytipped and how much around talking and laughing is household items, e.g. mattresses not necessarily anti-social and fridges, garden refuse or Sunshine and school Furniture, bikes, prams and white commercial waste. It is an holidays goods should never be left in offence that can lead to a fine or communal areas. It is also imprisonment. Sunny weather is finally upon us and concerns about ball games important that there are no Incidences of flytipping have are starting to trickle in. Football obstructions that may prevent been on the increase across the and other ball games in safe exit in the event of a fire and and themselves are not illegal or therefore we may ask that all B3Living are working alongside classed as anti-social behaviour items are removed, especially in Broxbourne Borough Council and and young people may not be narrower corridors or landings. Hertfordshire Constabulary to aware that they are causing a minimise the opportunities to nuisance. Please consider the flytip and maximise how many following when making a offenders we can catch and complaint: prosecute. It’s really important Helpful tip l Young people do have a right that we keep our estates and A good remedy to any to play, especially in their own communities in good order and nuisance is to speak to your neighbourhood want to know who is responsible neighbours to find an for the illegal dumping of waste, l It is reasonable to expect a agreeable time and location especially if they do it regularly. certain level of noise from for children to play. children playing in residential If you do see someone flytipping We do recognise that ball areas after school, at please report to the customer games can be a nuisance weekends and in the evening services on 01992 453 700 and but we won’t seek to take make a note of the following l “No ball games” signs on action unless children are information: public space are a request not deliberately and persistently l The day, date and time you a byelaw – they cannot be kicking a football at a saw the tipping enforced. B3Living chooses property, vehicles or persons not to put them up on our or repeatedly accessing l How many people were estates property to retrieve their balls. flytipping and what they l looked like It is not illegal to play football on a grassed verge or open l Any vehicles involved - their space make, colour and registration number

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Better Communities

Parking outside doors or under stairs, please make sure We understand that these are removed parking can sometimes be immediately. difficult and this can be made worse by residents We want communal areas parking irresponsibly, to be practical spaces and especially where it restricts we encourage residents to access to garages, take pride in their home allocated parking spaces and communal and pavements. surroundings. Whilst we often like to decorate B3Living is unable to communal areas with Get the remove or clamp vehicles objects such as doormats that have parked and pot plants, we need to inconsiderately but we can ensure that safety is not Noise App contact the owners of compromised, and so vehicles persistently larger items, such as One of the most widely causing an obstruction, if furniture, bikes, prams and you know who they are. white goods should never reported issues to B3Living is Communal Spaces be left in communal areas. noise. It is also important that We previously asked residents to Please remember to keep there are no obstructions communal landings and complete log sheets, however these that may prevent safe exit don’t actually provide any real walkways clear of personal in the event of a fire and belongings as they are a evidence as to the volume or therefore we may ask that persistency of the noise nuisance fire and trip hazard. Your all items are removed, estate rangers will ask you being experienced. We do have especially in narrower sound monitoring equipment, however to remove items that corridors or landings. should not be stored this is high demand and we have a large waiting list. We have subscribed to The Noise App service. It is free for residents to use and is a quick and easy way to capture noise related issues and report them immediately to B3Living’s Anti- Social Behaviour team. Once we’ve received your noise complaint we will let you know what action we intend to take. You can download the free ‘thenoiseapp’ to any iPhone or Android phone or device or visit www.thenoiseapp.com for further information.

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Better Business

Our new mobile accessible website

We’ve been making some Some new features include: changes to the B3Living website l New modern feel After many months of work, our l Accessibility for mobile and new mobile accessible website has tablet users gone live! The site has had an l Easy ability to share news and update on the homepage and the information pages tenants pages have been redesigned to ensure it is l Integrated Twitter feed on the accessible for residents using Homepage mobile devices and tablets. l Newly improved resident event calendar

Why not log on to www.b3living.org.uk on desktop and mobiles and take a look at the changes we’ve made. Most importantly let us know what you think by calling Charlotte on 01992 453 774 or email: [email protected]

Free spring clean for your garden Are you struggling to get your garden ready for the summer months? Groundwork Green Aiders are offering one-off gardening support to older, vulnerable and disabled residents in Broxbourne. The scheme is run by Hertfordshire County Council and is free for eligible residents. The Green Aiders can help you take back control of your garden, making it more accessible and manageable for summer. For more information call Emma at Groundwork on 01707 255 177 or email: [email protected]

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Better Business

Our ‘all new’ Employability Service We're happy to launch our Employment Service for residents. After consulting with residents’ for many months, it was clear that finding sustainable work was a priority, as budgets are getting tighter and costs continue to increase.

If you need to improve your Financial Support This may mean your benefits go skills, prepare for work, gain We understand that life is never down if the total amount is employment or need a certain straight forward, which is why above the cap level. If you are qualification we may be able to when you are facing financial 65 and over or in receipt of a help you with tailored one to difficulties we are here to help. disability benefit, you won’t be one support. Alongside employment we can affected by this. As well as helping you find offer one to one support and You’re also not affected by the relevant job vacancies, we can information to maximise your benefit cap if anyone in your also help you on your journey to income and reduce outgoings. household qualifies for Working find employment by: Changes to benefits Tax Credit. You get this by working over 30 hours per week l Updating your CV and There are some big changes or over 16 hours per week if guidance on completing happening, one of which is the single with one or more application forms introduction of the benefit cap. children. l Providing computer training The level of the cap is: If you would like to find out how sessions l £500 a week for couples this affects you, or to see how l Offering practise interviews (with or without children you will be better off in for interview practise living with them) employment, please get in l Offering up to £150 funding l £500 a week for single touch. For more information on for courses parents whose children live how we can help you get into l Signposting to our partners with them work or for help with the benefit for further advice and l £350 a week for single adults cap call Sarah or Emily on 01992 guidance who don’t have children, or 453 700. l Looking at financial whose children don’t live implications with them

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News HUBDATE

Meet our new Community Hub Facilitator Helen Wright

Job title: Community Hub Facilitator, Holdbrook Hub

What did you do before? Customer Services at B3Living for the last 2 years What changes to do you want to bring to The Hub? I want to expand on the great things that already happen here and to engage with all our local residents. The Hub currently offers a variety of courses, but I want to build on that and expand the services we currently offer. What changes have you made so far? So far I have recruited eight volunteers; this will allow The Hub to be open to the public for longer. One volunteer is producing recipe cards for food bank parcels to give residents ideas on what meals to cook. Also the Citizens Advice Bureau and Money Mentors are at The Hub every Thursday with help from the Employability team at B3Living.

At the Hub you can... On the look-out!

l Ask about your rent, report a repair and anti-social behaviour, pay your rent online from one of our computers We are looking to recruit new volunteers. l Sign up for a Single Steps computer course If you’re interested just pop in and see on Tuesdays or drop in for computer advice on Thursdays Helen. More volunteers mean more classes and groups. l Access business advice from WENTA who provide 1-2-1 support every Wednesday See Helen at the Hub or call on 01992 710 afternoon 616 or email [email protected] l Learn a new skill from first aid to cake Find us on Facebook or visit decorating with courses run by CHEXS www.twitter.co.uk/Holdbrookhub l Get your kids support through Nacro’s Homework Club every Thursday

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News

Getting older brings new challenges B3Shopping Our mystery shoppers have been busy on the We want to provide a end of the phone testing how well we deal with range of services tailored their questions and calls. Our mystery shoppers to your needs to help you make sure residents receive the best possible continue to live customer service. They are trained to ask independently. everyday housing questions. The latest round We have flexi-care schemes which help you stay in your own flat. You’ll took place in March. have the support of homecare and Our response across all areas continues to be ‘very good’, while our staff who can offer flexible our employee manner was excellent. services to suit your changing needs. This round, we deliberately put more calls through our voicemail We also offer floating support to any system to assess the consistency of our response in that area older residents living in the wider community who want to stay in their and at nearly 90% we are really pleased that we scored so well. own homes. This is how they rated us: We also offer: l Short term support Group Round 21 Round 22 Round 23 Round 24 l Long term support l Installation of a lifeline alarm l Help accessing community Speed & greet (Answering inside 91.5% 95.4% 100% 92.9% services 6 rings and greeting with name) For more information on Independent Living and floating support call or Employee manner email:[email protected] (Polite and courteous, undivided attention) 98.6% 97.3% 97.6% 95.5% Broxbourne: 01992 468 815 Waltham Cross: 01992 715 146 : 01992 620 135 Voicemail Email: [email protected] (Clear recorded greeting and 71.4% 100% 78.9% 89.6% instructions on leaving a message)

Staff answer (Giving the correct answer to a typical 67.5% 82.9% 90.2% 80.6% Independent Living scenario question) Apprentice, Kelly-Ann Stobbs has just completed her apprenticeship after 2 years of Our Resident Mystery Shoppers continue to do a great job in on the job training at The Friary assessing us every three months and we look forward to in Waltham Cross. maintaining the areas where we are strong and trying to Kelly-Ann has been entered improve where we can. into this year’s National If you would like to help us keep customer services at their best, Apprenticeship Awards in the call Danielle on 01992 453 741. category of Apprentice of the Year. Fingers crossed Kelly!

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Friday Wednesday Tuesday 5 July / Tuesday 6 September 1 July 6 July

Residents’ Day - 7pm - - 3pm - booking deadline Holdbrook Residents' Association Resident Inspectors Return your residents’ day The Hub, 275 Holdbrook Court Scania House booking form by 1/07/16 to Help us improve your local make sure you don’t miss If you live in Holdbrook, why not get involved in your community? area. out! For more infomation call Come along and discuss local issues. Danielle on 01992 453 741. First Tuesday of every month. Reward Stamps 4

Thuesday Thursday Tuesday 25 August 8 September 13 September

- 2.30pm - - 6.30pm - - 4pm - Diversity Forum Residents Panel Jeff Brazier talks about the Scania House Scania House power of positive thinking. Scania House Hear about looking after the Look at how B3Living Jeff Brazier recently trained as a life coach health of your eyes. performs and help us set and speaking to staff and residents about managing and overcoming stress and business priorities. dealing with difficulties. Contact [email protected] or 01992 453 779 to book your place. Reward Stamps Reward Stamps 4 4

Extra Hoddesdon activities for Wormley Court, Macers Lane, Wormley, EN10 6EF 01992 468 815 over 55’s: Bingo: Monday 10.30am Mixed activities: Tuesday 10.30am Why not try Healthy eating and games: Wednesday 10.30am something new Coffee morning: Thursday 10.30am Bingo: Friday 10.30am in your area? Gentleman’s Club: The second and last Tuesday of every month 12noon – 2pm. £6 with lunch and transport Golden Girls: The first Tuesday of every month 12noon-12pm. £5 with lunch and transport Tuck in Tuesday: The last Tuesday of every month. £3.50 with all day breakfast Jackpot Friday: The last Friday of every month 12noon-1pm. £3.50 with lunch

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To see the most up-to-date calendar go to: www.b3living.org.uk/events or follow us on twitter: www.twitter.com/B3Living

Find out more about how you will be rewarded for getting involved at: www.b3living.org.uk/rewards

Monday Monday Monday Thursday 11 July 18 July 25 July 11 August

- 6.30pm - - 5.30pm - - 7pm - - 9.30am - Youth Panel Repairs Panel Board meeting Residents’ Day Scania House Scania House Scania House Paradise Wildlife Park Aged between 14 and 25? Discuss the work of the All residents are welcome to Take a closer look at Tell us what you want in your Repairs Team with Phil attend. B3Living’s services and to community. and Anna enjoy a fun filled day at the zoo! Reward Stamps Reward Stamps 4 4

Monday Tuesday Thursday Tuesday 19 September 20 September 22 September 27 September

- 7pm - - 5pm - - 11am - - 2.30pm - Board meeting Youth Panel Mystery shopping Complaints overview Scania House Scania House Scania House group All residents are welcome to Aged between 14 and 25? Test our customer services on Scania House attend. Tell us what you want in your the telephone; online and at An opportunity to look at the themes in community. reception. recent complaints and find out what B3Living has learnt from complaints.

Reward Stamps Reward Stamps Reward Stamps 4 4 2

Waltham Cross Cheshunt The Friary, Eleanor Way, Waltham Cross, EN8 7RY Emmanuel Lodge, College Road, Cheshunt, 01992 715 146 EN8 9NQ Chair based exercise: Monday 9.45am 01992 620 135 Coffee Morning: Thursday 10am Knit and Natter: Monday 12noon Tai Chi: Friday 11.30am Bingo: Tuesday 6.30pm Bingo: Friday 7pm Coffee morning: Thursday 10am Church service held once a month please call for more Prize bingo: Friday 3pm details.

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Contact us

www.b3living.org.uk email: [email protected] For all enquiries To speak to someone face to face Telephone Scania House, 17 Amwell Street, 01992 453 700 Hoddesdon EN11 8TS 8.30-5.30pm Monday to Thursday 8.30-5.30pm Monday to Thursday / 8.30-5pm Friday 8.30-5pm Friday Drop in or make an appointment. You can come to us or we can come to you. Out of hours emergency 0800 111 4484 Follow us on t Smell gas? www.twitter.com/B3Living Don’t take a chance. Phone 0800 111 999 immediately. Freephone numbers Making payments Repairs General enquiries By phone call 01992 454 475 or freephone 0800 107 0712 0800 107 0713 0800 0483 632* anytime. Online: www.b3living.org.uk/pay-online *Calls are free to these numbers You will need your tenant reference number, address, and a valid debit or credit card.

To use Text Relay dial 18001 followed by the phone number, for example to call our main number dial 18001 01992 453 700.

home is published and Scania House, 17 Amwell Street, printed by: B3Living Hoddesdon EN11 8TS