Tenant Matters Winter 2017

Macmillan Coffee Morning p5

STAR Survey p9

Local offer p10 2017 Calendar Colouring Competition from our Chairman Professor David Head Congratulations to another five winners of the 2017 colouring competition. Each month we receive all your entries and the At the successful Lincs Rural Annual General manage its resources carefully and borrow in a difficult task of selecting the winner takes place. Each winner Meeting (AGM) in September, I was pleased well-judged way in order to be able to invest in receives £25 and the entries are displayed in the Lincs Rural to inform the many people who attended that acquiring new properties for social rent. office at Markime House in and on our website. in 2016/2017 six properties were added to the The latest AGM meeting also approved the Association’s portfolio, all of them in North WINNERS . Two, in , were for rent. The election of three new members to the Board: remaining four (two of them in Brigg and the other Robert Anderson, Jean Barnett, and Bob two in Winterton) were for shared ownership. Culliford. Between them, they offer a range The Association has also made a commitment to of skills and experience – including auditing, purchase six units – four rented and two shared welfare rights, and property development – that will prove invaluable to the work of the Board. Lincs Rural - 2017 Calendar V2.indd 1 ownership – at the Manby Fields development, 18/08/2016 10:24 and these will completed in 2017/18. Sadly, one Lincs Rural Board member, Alan May June In spite of evidence that social housing is back Hayward, has completed the maximum Mrs Pam Hill Mrs Hall on the national agenda in a big way, and in amount of time that anyone can serve on spite of the recent announcement of increased the Board: nine years. He has therefore government funding for providing such had to stand down. I would like to take the homes, it is clear that the money in question, opportunity in this issue of Tenant Matters to spread over the entire country, will not meet thank Alan for his tremendous commitment demand. This is why Lincs Rural, like many to Lincs Rural and its guiding principles over other housing associations, will continue to such a long period. July August September Mrs P Hill Charlotte Cluitt Eve Cunningham

Lincs Rural - 2017 Calendar V2.indd 1 18/08/2016 10:24 Customer Service Contact Details Introducing the 2018 Lincs Rural Calendar

Our staff are available Monday to Friday from 8.30am to 5.00pm As the Royal Air Force celebrates 100 years of We are already planning service in April 2018, Lincs Rural have taken for the 2019 Calendar Telephone 01790 754219 this opportunity to celebrate our county’s close and need the help of our [email protected] links to them. The 2018 calendar illustrates tenants! We are looking www.lrha.co.uk key events in the 100 years and our website at two potential themes – www.lrha.co.uk has further historical detail for Lincolnshire Recipes or a Christmas Opening Hours anyone wishing to learn more. gardening competition. Friday December 22nd 8.30am - 1.00pm The calendar is as usual dual purpose with the If you have any preference, Bank Holiday Monday December 25th Closed reverse incorporating the Lincs Rural Annual thoughts or ideas Report for 2016 / 2017. This includes an overview that we could use Bank Holiday Tuesday December 26th Closed of the Association’s performance for the year, please feel free Wednesday December 27th Closed together with information on the Board of to contact Sam Thursday December 28th Closed Management, Audit Committee and staff team. Jacklin at the Friday December 29th Closed office on Look out for your copy of the calendar which st 01790 754219 or Bank Holiday Monday January 1 Closed will be distributed at the end of 2017. [email protected]. If you are a Lincs Rural tenant and have an emergency repair when the office is closed, please contact our out of hours repairs service on 07483 916770. 1 2 Fire Safety at Christmas Annual General Meeting 2017

Fire can start quickly and cause disastrous consequences, but there are some The Annual General Meeting (AGM) was held simple things that you can do in your home to prevent them. this year on 14 September at The Petwood Hotel in Woodhall Spa. Whilst the AGM is a Follow these tips to cut down the risk of a fire in your home. constitutional meeting with a set of procedures to follow, the event is also an excellent • Preparing and planning an escape route • Keep candles, lighters and matches out of networking opportunity for the Shareholders can save valuable time in a fire. Make sure children’s reach. who meet the Board of Management, Tenant exits and stairs are free from clutter. Representatives and the staff. • Take care if drying clothes near a fire or The event was very well attended and • Test your smoke alarm regularly – it can’t electric heater, it can be a fire risk. Keep saw an increase in the number of Tenant save lives if it’s not working properly. them away from direct sources of heat. Representatives who were able to contribute to a consultation event with some of the staff. The • If you have hearing problems, you can • Most fires start in the kitchen. Avoid leaving AGM opened at 2.00pm with a welcome from get a smoke alarm which sets off vibrating a cooker unattended. Avoid cooking when the Chairman. Reports were delivered by the pads which can be put under your pillow at under the influence of alcohol. Chief Executive and Chairman, with the Head night, to get your attention. of Finance presenting the Financial Statements. • Never place candles near your Christmas • Always switch Christmas lights off and tree or materials that can catch light easily. Guest speakers this year included Chris unplug them before you go to bed. Williams from RSM Risk Assurance LLP and • Decorations can burn easily, so don’t David Hunter from Beever and Struthers, who • Never overload electrical sockets. attach them to lights or heaters. delivered a joint presentation on the ‘Value to Stakeholders of audited financial statements • If you smoke, make sure you stub your • Check your Christmas tree lights carry the and the value of internal audit.’ cigarettes out completely. British Safety Standard sign.

• Never smoke in bed.

• Be careful with candles, incense or oil burners. Don’t leave them unattended and Welcome to our new Board Members make sure they are put out completely We are very pleased to welcome two new additions to the Board of when you have finished with them. Management, Bob Culliford and Robert Anderson.

Bob Culliford Bob is a retired Managing Director of a commercial property developer and a former manager of a construction company.

Robert is an Audit Partner at Street LLP, working on internal and external audits.

Both new members bring a wealth of knowledge and experience to the Board of Management and look forward to working with everyone at Lincs Rural. Robert Anderson

3 4 Macmillan Coffee Morning Call Connect

CallConnect is a unique bus service whose timetable is not fixed but responds to passenger requests. This means its routes are different each day depending on the bookings made by passengers. Journey requests can be made by telephone or online.

The service is designed to improve transport The CallConnect minibus will pick up and set opportunities in rural communities and some down at designated locations in each village market towns where there is an infrequent or town. Home pick-ups and drop offs are also conventional bus service. (Please note they available for people who are unable to use are generally unable to provide journeys where conventional bus services due to age, disability there is already a frequent commercial bus or mobility impairment. Lincs Rural and the New Life Centre recently held a service or main Interconnect service). Registration to become a CallConnect member MacMillan Coffee Morning at the New Life Centre in Anyone can use the CallConnect bus service is FREE, but you must be registered to book a Spilsby. There was a fantastic turn out and we raised for any reason and as frequently as required. journey. (You do not need to register to use a £173.00. Thank you for your support and donations. The service is operated by modern, fully main Interconnect bus service) accessible minibuses and most services operate between 7am-7pm Monday to Friday You can register by calling on and 8am-6pm Saturday. (Local variations apply). 0345 234 3344 or 01522 553143.

General Bookings and Helpline 8.30am - 6.00pm Monday-Friday 8.30am - 4.30pm Saturday

Same day Bookings, Cancellations and Operating Information 7.00am - 7.00pm Monday-Friday 8.00am - 5.00pm Saturday

For CallConnect please call 0345 263 8139

General Bookings and Helpline 8.00am - 6.00pm Monday-Friday BUS STOP 9.00am - 4.00pm Saturday

Same day Bookings, Cancellations and Operating Information 7.00am - 7.00pm Monday-Friday 8.00am - 5.00pm Saturday

5 6 Christmas Drawing Game

Provide your family and friends with a pen and paper and ask them to close their eyes and draw the following: 1 Santa’s sleigh in the middle of the paper 2 To the left of the sleigh draw a Christmas tree 3 It’s snowing, so add some snowflakes 4 Add some decorations to the Christmas tree 5 Don’t forget to draw Santa and the presents in the sleigh Christmas Films Quiz The person with the most points wins! 10 points if the sleigh is in the middle of the paper How well do you know your Christmas films? 10 points if the Christmas tree is to the left of the sleigh and not touching 15 points if there are more than three snowflakes 1 Tim Allen has starred in 4 famous 6 ‘Santa Clause: The Movie’ tells the tale of Christmas films; can you name one? a renegade elf called Patch, who teams up 25 points if there is a star on top of the Christmas tree with an evil toy manufacturer and tries to 20 points if there are two or more ornaments actually on the tree eliminate Santa – but who played Patch? 20 points if Santa is in the sleigh 2 In which 1947 Christmas film does Maureen O’Hara play the events director 20 points if there are three or more presents on the sleigh at Macy’s department store? 7 Which 1998 Bill Murray film is an adaptation 10 points if Santa has a hat of Dickens’s ‘A Christmas Carol’? 10 points if Santa has a beard

3 Which green Dr. Seuss character ‘stole Christmas’, according to the 2000 Jim 8 Who played the two burglars in the Carrey film? ‘Home Alone’ films? Christmas Wordoku

Wordoku is much like Sudoku; you must place letters from a given word into each of the 4 In the 1946 film ‘It’s A Wonderful Life’, 9 Bing Crosby sang ‘White Christmas’ in blank boxes. Every row and column of the puzzle must contain one of each letter of the word. what was the name of George Bailey’s two films; can you name them? guardian angel?

S L R S

G I S S O S O F 10 Contrary to popular belief, Aled Jones did S A C H E S O 5 Which 1993 film, based on a Tim Burton not sing ‘Walking in the Air’ for the film story, tells the tale of Jack Skellington, version of ‘The Snowman’, and only for G H C S A T F Pumpkin King of Halloween Town? the subsequent single release. Do you L E A R S know the name of the St Paul’s cathedral G S L A E H R T S F choirboy who sang it in the film? SLEIGH CAROLS DASHER FROSTY The answers will be available on our website.

7 8 Rural Gold Star Survey Local Offer 2018/19

The STAR (Survey of Tenants and Residents) was completed this summer with A Local Offer is an agreement between the tenants and Lincs Rural on the a record 74% response rate! Tenant Representatives and Staff working together standards and services that will be provided. ensured that as many tenants as possible gave us their opinion about the services that are provided by the Association. 1 Extend the Tenant Representatives 7 Link the Annual Staff Recognition network to smaller sites. Hold a meeting Scheme to missed or cancelled repairs The result for each question indicated an The feedback to ‘What could we do better?’ was in one of the four zones in each quarter appointments (Offer 5) to the Quarterly increase in tenant satisfaction from previous detailed and lengthy. Every comment has been throughout 2018/19. Increase frequency and Annual Key Performance Indictors surveys, which was fantastic. There were three reviewed and this has generated nine new ideas. and quality of communications with all (KPI) for 2018/19. new questions devised to gather even more These have become our commitments to tenants Tenant Representatives. detailed feedback about ‘What we do well?’, and make up the new Local Offer 2018/19. 8 Investigate options for completing ‘What we could do better?’ and about the 2 Reduce the total number of surveys the communal gardening work, by health of our tenants. These questions are We invited the Tenant Representatives to a sent to tenants to a single STAR Survey tenants or local contractors, on each part of the Association’s commitment to the consultation meeting at our recent Annual each year to gain feedback on tenant development. This is particularly relevant continuous improvement of services for the General Meeting. The session was hosted by satisfaction levels. for developments that are some distance benefit of our tenants. Mike Veasey (Tenant Representative for Alford) from Markime House, where alternative and Georgina Seidel (Repairs Officer) and the 3 Re-introduce the Zoning System for arrangements could potentially improve reception was very positive. responsive repairs to all tenants. service, reduce cost and provide increased ‘value for money’, and All of the tenants who participated in the survey were entered into a prize draw 4 Request a post-inspection by a accountability to tenants. and the winner was Mr Ellis of Great Close, South Witham who received £250. member of staff for any tenant unhappy with the repair quality, or any aspect of 9 Process Permission Forms received, Five runners up received £50 each and the lucky winners were: the service, they can request a post- with a written response (including inspection within ten working days. by e-mail) within 10 working days, Mr Galey confirming the outcome. Grimoldby 5 A payment to tenants of £15 will be made if a repair appointment is missed or Ms Nelson cancelled with less than 24-hours’ notice. Bicker 6 Have an appointment booked and agreed Mrs Brader within 7 days when a non-emergency Mareham le Fen repair is reported (even though it may be 3 weeks until the completion date). Mr & Mrs Holmes Long Bennington Mrs Turney Pinchbeck

A copy of the STAR Survey results is available at www.lrha.co.uk, or you can request a printed copy by calling 01790 754219. If you have any comment or would like further information about any aspect of the Local Offer, then please contact our Housing Officer, Katie Taylor.

9 10 Your Universal Credit Journey 11 Tips to Keep You and Your Home Safe this Christmas

1 As the festive season approaches, homes will be filled with gifts and gadgets for You will receive a your family and friends. However, it is worth being wary of those who think it is notification of your transfer to Universal the time for taking too! Here are some tips to protect you and your home against Credit from the DWP. thieves at this time of year.

1 Scams are on the increase. 8 If you are going away, be careful who 2 Visit www.lincolnshirealert.co.uk to keep you tell and do not advertise that your You must make your up to date with the latest scams. home is going to be empty on social Universal Credit Claim 3 media, consider who may be able to 2 Hide your presents - Make sure presents access this information. online at www.gov.uk/ Inform the Association and valuables are not visible through apply-universal-credit. of your switch over to windows and doors. 9 Look lived in - If you’re going away for Universal Credit and Christmas or visiting family for a few 3 Arrange for parcels to be delivered to a discuss rent payment days, make sure the house looks lived neighbour if you are going to be out and methods. in. Turning on energy saving lights when not left in doorways or porches that are no one is home in the winter can deter accessible to anyone. Don’t leave notes burglars or you can buy timers that will 4 for couriers saying no one is in; give turn lights on automatically. Ask a friend An interview will be them clear instructions about where to or neighbour to keep an eye on your leave your parcel. scheduled at the property while you’re away. With the introduction to Universal Credit well jobcentre to complete the 4 Double check your locks - ensure windows 10 Dispose of packaging - make sure all underway we have mapped out your journey claim and provide any and doors are locked before you leave. packaging is ripped up and buried in bins so you know what to expect. additional evidence. 5 Never leave a spare door key in a so criminals can’t easily see what has been 5 convenient hiding place, outside for added to an already festive filled house. example under door mats or plant pots. 11 Look out for suspicious behaviour in your It will take 5 to 6 weeks 6 6 Don’t keep house or car keys in obvious neighbourhood. Be vigilant and report for your claim to be locations or anywhere near front doors. any suspicious behaviour to the police. You will receive your assessed and your first 7 Check who is at the front door before UC decision letter by payment to arrive. answering and ask for ID, if unsure, do not post with the payment let them in. schedule included.

7

Contact the Association to inform us of when and how your rent payments will be made.

11 12 New Developments Smart Meters

Smart Meters are now being fitted by householders throughout the country as people monitor how much they are spending on a daily/weekly/monthly basis.

However, there have been reports in the papers, trade magazines and the BBC consumer programme Watchdog that these meters have been badly fitted causing problems for their owners.

We would like to know if any of our tenants have had these meters fitted and are having problems. Additionally, if you are a tenant and are considering having one of these Mill View Barton Upon Humber, North Lincolnshire meters fitted, we would like to remind you that The Government has asked all energy permission is needed from Lincs Rural before companies to supply and fit these meters to the Smart Meter is fitted. Lincs Rural have purchased three, three storey town houses incorporating two double all their customers by 2020, so at the moment bedrooms, a bathroom, lounge, kitchen diner, cloakroom WC and a utility room. To the rear of there is lots of advertising taking place Please email [email protected] the property is an enclosed garden and to the front elevation is a carport providing off street persuading people to have the meters fitted. or phone 01790 754219. parking. These are currently being marketed for shared ownership sale by Lovelles at Barton Upon Humber, with two being sold subject to contract.

Manby Fields Manby Look in on Elderly Neighbours and Relatives The Association have acquired six properties available for shared ownership and affordable rent. Four of these properties have been allocated to applicants with a local connection to Grimoldby We want to make sure that everyone is safe and happy in our communities, and Manby. The shared ownership homes are being marketed for shared ownership sale by especially our elderly neighbours and relatives, at this time of year. Lovelles estate agents in Louth. Just popping in to share a cup of tea and a chat for half an hour might make your neighbours feel less alone if they do not have friends or family nearby. Let them know that they are welcome to telephone you should they need anything even if it’s just to talk for a few minutes. If you live away from your older relatives, arrange to talk on the phone every couple of days. take for them. You could also extend this to Before heading to the supermarket to do taking them to the Doctor’s appointments or your weekly shop call round to ask if your collecting prescriptions so that they do not neighbour or relative would like to come need to go out in the bad weather. or if they have a list you can

13 14 Repairs and Maintenance Zoning

The Association’s new Local Offer 2018/19 has a commitment to reintroduce the Zoning System for the management of responsive repairs. The objective is to:

A Make repair appointments that EAST RIDING OF YORKSHIRE Kingston Upon Hull are convenient; Whitton Goole Winteringham New Holland Goxhill Alkborough NORTH EAST Garthorpe South Barrow East Ferriby Barton upon-Humber B Visit each of the four zones twice Burton-upon upon-Humber Halton LINCOLNSHIRE Stather Eastoft Thorton Curtis A160 Flixborough Appleby Ulceby per month (dependent on the Crowle Amcotts Worlaby Elsham Haborough NORTH LINCOLNSHIRE Croxton A180 number of repairs logged); Keelby Great Coates A18 Barnetby Broughton le Wold Great Belton Bigby Laceby Limber Brigg A18 Humberston Messingham M180 Grasby Scawby Swallow C Complete each repair order within Waltham Holton-le-Clay Wroot Epworth Cabourne A161 Hibaldstow Redbourne Wold Tetney Owston Ferry Scotter Kirton in Newton North Marshchapel a reasonable period of time; Lindsey A1031 Haxey A46 Thoresby Thoresway A159 South Fulstow Waddingham Kelsey Ludborough Blyton Claxby Grainthorpe Binbrook Bishop Norton A16 A15 Saltfleet D Corringham Utilise the Tenant Tealby A631 Glentham A631 Alvingham Saltfleetby St Peter West Market Grimoldby Representatives to improve Gainsborough Ludford Louth Theddlethorpe Rasen Rasen Great Carlton Willingham Manby Spridlington Faldingworth by Stow Saxilby Maltby communication; and Legbourne A157 le Marsh A157 Sutton on Sea Marton Snelland East Barkwith A1104 A156 A1500 A153 Dunholme A1111 A46 Scramblesby South Thores- Slurton A16 by by Stow Nettleham E Ensure that the service is New- Apley Baumber Belchford Alford Holtoft ton-on-Tren Saxilby A158 Brinkhill Reepham Willoughby effective and efficient with high A1028 A52 LINCOLN Chapel Bardney Thimbley St Leonards Lincoln Partney Heighington

levels of tenant satisfaction. Bucknall

North Scarle Branston Potterhanworth Spilsby Thorpe Old Bolingbroke Woodhall Spa Halton Dunston A155 Keal Holegate Harmston Mareham Metheringham le Fen The Lincs Rural operating area Stickford Wainfleet A46 Tattershall Revesby All Saints Coningsby Bassingham A16 Eastville Newark- Walcott has been divided in to four Navenby A153 Stickney A15 Digby NOTTINGHAMSHIRE on-Trent Dogdyke New Bolingbroke Friskney Beckingham Billinghay New York zones which are highlighted Leadenham North Kyme Sibsey Wrangle A17 A52 Claypole Ruskington in the map. Repair orders are South Leverton A1 Caythorpe Kyme Langrick A607 A17 Butterwick A1121 classified as either ‘Emergency’ Hubbert’s Boston Long Bennington A153 Wilsford Bridge Honington Heckington Fishtoft Helpringham Swineshead or ‘Non-Emergency’. At the Barkston Great Hale BOSTON Frampton Great Swaton Bicker Gonerby Welby Kirton Sedgebrook Osboumby point of receiving a repair A52 Sutterton A16 Barrowby Donington Fosdyke Ropsley Billingborough A152 Denton Folkingham request we will endeavour to Great St Matthew Ponton Ingoldsby Gosberton Holbeach St Marks

A1 Gedney make appointments that suit the SOUTH HOLLAND Drove End A15 Pinchbeck Pinchbeck Skillington Dunsby Holbeach Lutton Corby Glen A151 West Colsterworth Moulton A17 availability of tenants. Morton Gedney Sutton Whaplode Bridge South Witham Swayfield Edenham Long Sutton Melton A151 Spalding A1101 Mowbray Castle Bourne Bytham Sutton St James Tydd St Mary Little Bytham The Repairs Team are working Deeping Cowbit Thurlby St Nicholas Holbeach St Johns Clenchwarton Baston A16

hard to provide the best service Ryhall A1073 Exton Market Gedney NORFOLK Deeping Hill Oakham Stamford they can for you. If you have any Wisbech questions please contact the CITY OF PETERBOROUGH Repairs Officer, Georgie Seidel RUTLAND Downham Peterborough Market CAMBRIDGESHIRE on 01790 754219 LEICESTERSHIRE NORTHAMPTONSHIRE March

If you need any further information about any of the articles in Tenant Matters, please contact us using the details below.

Markime House • Pooles Lane • SPILSBY • Lincolnshire • PE23 5EY [email protected] • 01790 754219 • www.lrha.co.uk