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Bridge-Brief-Winter-2018-All.Pdf Bridge Brief Winter 2018 ˙The ˙ ˙ ˙ ˙magazine ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙for ˙ ˙ ˙Newport ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙City ˙ ˙ ˙ ˙Homes’ ˙ ˙ ˙ ˙ ˙ ˙ ˙residents ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ Ringland regeneration plans approved See page 13 ˙News ˙ ˙ ˙ ˙ ˙ ˙ ˙ stories˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙Local ˙ ˙ ˙ ˙ ˙ ˙ ˙ events˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ Interviews˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙Your ˙ ˙ ˙ ˙ ˙ ˙ stories˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ 2 Bridge Brief Winter 2018 www.newportcityhomes.com www.newportcityhomes.com Bridge Brief Winter 2018 3 ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ OUR 2020 VISION Donation for community hub Newport is changing and so is Newport City Homes. We have never been just a housing We’re focusing on: association. Our residents are Newport and we’re proud of that. Working with Putting residents at the our partners, it’s time to realise the full heart of what we do potential of the city. 2020 Vision sets out our ambitions for the next five years and there is a lot to be excited about. Investing in our homes and neighbourhoods We are the largest social landlord in Newport, with 71% of the city’s social housing. We are ambitious and ready to be the partner of choice in building Providing new homes Newport’s future. Throughout Bridge Brief, you will find the PUTTING ESIDENTS INVESTING A H EAR F Making a differenceOU OME Nin 2020 Vision ‘stamp’ 01WHA O 02 NEIGHBOURHOODS against some of the our communities stories. This is so you can see exactly what Strong and effective progress we’re making against organisation We donated a brand new kitchen to a Newport each of the five areas. TRON charity that helps people recovering from addiction. EFFECTIVE 05 ORGANISATION The Voice Hub in School “For some people, this is Christmas donations Get in touch with us Lane supports between the only place they can Hub’s appeal and We need your help to make us 30‒40 people every day. come where it is safe – knowing the work that It is run by volunteers they know no one is going they do, there was no PROVIDING even better! MAKING NEW OMES DIFFERENC UR and regularly hosts social to be under the influence question that we would 03 Let us know how we’ve04 done,COMMUNITIES whether events and training of alcohol or drugs. offer our support. We’re you’ve had a great experience or there’s opportunities. “The one thing we really really proud that we can some way you think we could deliver a However, it was in lacked was a kitchen. It help the facility continue to service better. desperate need of a would make a massive grow, and support not only those who are recovering We would love to hear your thoughts: kitchen for staff and difference to what we service users. could offer, so I started from addictions, but also • [email protected] appealing for help.” their families and the wider • 01633 381111 Recovery co-ordinator community.” We donated money,T ride food e and i iie ere ee ie Steve Masterman When we heard about • NewportCityH on Facebook toys to Raven House Trust in the explained: “We have lots the appeal, we offered Steve added: “In addition to the kitchen, we also run up to Christmas. • @NewportCityH on Twitter of people coming through to donate and install a • Nexus House, Mission Court, NP20 2DW the doors here every kitchen at the hub. received a load of Staff donated food and gifts at each day. They come from all equipment and kitchen of our offices in the city, while we • 8–11 Ringland Centre, NP19 9HG Board member Kevin walks of life. There is no items from Communities raised £500 for the charity through our • 8–11 Bettws Centre, NP20 7TN Ward explained: “When stereotypical visitor. First.” Christmas jumper day. • www.newportcityhomes.com we heard about the Voice 4 Bridge Brief Winter 2018 www.newportcityhomes.com www.newportcityhomes.com Bridge Brief Winter 2018 5 ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ What’s new for customer services? Engagement: The way we work with you To help us improve the services you tell us are most important to What’s new? How are we doing it? you, we have some exciting changes coming to customer services. We want to work hand-in- We’re going to listen to you, talk with you Here's some information about them and they are how they will affect you. hand with you to improve our and act on your feedback. We’ll do this services. So, we’re making online, in person or any way that works for Customer service standards: Shaped by you sure you have a variety of you. A resident scrutiny panel will focus opportunities to get involved in on how we can do things differently and What’s new? all levels of decision making. better. Maybe you’d like to join? See the Working with you, we defined five new Why are we doing it? back page for our engagement strategy. customer service standards. They set out What difference will it our promise to you, our residents, on how You are at the heart of we will provide services that put you at the everything we do. You can tell make to you? heart. us if we’re getting it right. Or You’ll play a key role in shaping our crucially, if we’re not. And if we’re services. Services focused on residents. Why are we doing it? high-quality customer service. not, we want to understand that Focused on you. This isn’t empty talk. We want to provide high-quality services What difference will it and work with you to improve You’ll also hold us to account and make that meet your needs. If we’re not doing our services. sure we do what we say we’ll do. that then we need to know about it. Having make to you? a set of standards makes it clear to you, You’ll see and feel a change in the way in and us, what high-quality customer service which we work with you. We will focus on Online services: How you contact us looks like. getting it right first time. And, if we can’t, What’s new? will launch later this year. How are we doing it? we’ll learn from it so it doesn’t happen next time. We will have a new website that gives you What difference will it We’re training all our colleagues to deliver access to some of our services, all day, make to you? every day. Making it easier for you to reach You’ll have your own online account that us, however you choose. Our offices: Where you can visit us is unique to you. You’ll be able to access Why are we doing it? your rent statements, make a request, or What’s new? Why are we doing it? Times are changing and that means some make a payment, any time of the day or We have a brand new office right in the We want it to be easy for you to access of our residents want to access services night. Over time, we’ll add more services city centre and a stone’s throw away from services. Moving right next to the bus in different ways. Our new website will so that you can the bus station ‒ 195 Upper Dock Street. station means it’s much easier for you to give you the option to safely and securely do more online. If you want to talk to us face-to-face, that’s get to us. access services from your phone, tablet or where we’ll be. How are we doing it? laptop, any time of the day or night. We’re packing up and relocating. We How are we doing it? should be open in March. We are developing a brand new What difference will it website (www.newportcityhomes.com) make to you? with a secure login area just for you. It Once open, if you want to see us face-to- You can now pre-register your interest in our new online services face, you’ll need to come to our new office that will go live on our website later this year. at 195 Upper Dock Street. You’ll be able to Once live, you will be able to access services online, such as checking your access the same services in a better way, balance or making a payment. Simply go to www.newportcityhomes.com and just at a different location. click on the scrolling banner that says ‘Sign up online’. 6 Bridge Brief Winter 2018 www.newportcityhomes.com www.newportcityhomes.com Bridge Brief Winter 2018 7 ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ ˙ Save money on your water bills Rent free Are you billed for your with the average annual bill Customer Assistance Fund We offer water use? If so, you being £500.81. and they had debts totalling residents £101,166 written off. could save money. In 2017, we helped 653 two rent-free residents onto the HelpU Of these, 71 residents paid weeks a year, if We collect water charges tariff, meaning their bill was for a further six months and from residents who are on capped to £180 a year. This had the remainder of their they maintain unmetered water supplies is more than £320 less than water debt cleared. This credit on their on behalf of Welsh Water. the average annual bill. totalled £73,000, so was an We want you to love living in your home. account. In 2017/18, residents’ We also helped 77 average saving of £1,028 Our communities We can offer you safety wardens The next rent- unmetered water charges residents access the per resident! varied from £180 to £750, are generally CCTV, window and 67 Noise app free week begins Monday 2 April.
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