OPEN DOOR January 2020

Meet your new Southern 360 Customer It’s more than Involvement just housing Team

Corporate Plan 2020-2023 CONTENTS From the Chief Executive

Dear readers,

I’m very pleased to wish you a warm welcome to the re-launched Open Door magazine. Even though Open Door took a bit of a rest, I can assure you nothing else at Southern Housing Group did.

I’m proud to say that at the end of the last financial year, our Business update customer satisfaction rate was at 79% and as it stands today, it’s 83%. Ensuring our homes are safe continues to be a priority for Triathlon Homes – our team is growing 04 us. Over the last year we’ve been accelerating fire safety Better together – local growth 06 improvements in our homes. Service charge project – making life easier 13 We’ll be continuing to invest to ensure our homes meet Alan Townshend Corporate Plan launch – our plan 2020-2023 16 safety standards. In 2020 we are planning to spend around £76 Chief Executive million on repairs and home improvements across the 30,000 homes we own and manage.

Making lives better This is in addition to our robust building programme to provide much needed new homes in London and the South East. Estate Care Project – there’s no place like home 05 Virtual reality – our future 07 To ensure we stay on track we’ve created a resident led Customer Scrutiny Panel to help us to continue to improve services and Southern 360 – it’s more than just housing 08 ensure our customers are able to make their views known. Every Care Quality Commission – “Outstanding!” 14 month we speak to over 300 customers to ask this key question: Food pantry – we say no to food poverty in London 18 “How are we doing?”. Safeguarding – see it, say it! 20 The information we receive back has really helped us to shape the way we deliver improved customer services.

Community focus One of the many things I am proud of is the service we offer to our customers who are seeking employment. Our Employment Meet your new Customer Involvement Team 10 Skills Officers provide support and offer solutions to help people Well done Dylan 12 get back on their feet. Customer feedback – your say 15 We also provide extra care housing for customers who need PopUp business school – making your business dreams a reality 19 significant support. This type of service is regulated by the Care Many Sisters – one voice! 22 Quality Commission. We were all justifiably delighted when our Sustainability update – putting the bee in Bracknell Home Care Service on the Isle of Wight was rated outstanding. 23 Less than 3% of care services achieve this rating across the UK.

All best wishes,

Chief Executive

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There’s no place like home

A big welcome to Triathlon Homes Most people spend the best part of their day at home in comfort, where On 1 November 2019, the Group took they can relax and feel at ease. Home on the management of 1,400 homes is where you feel safe and build a in the former Olympic Village in East lifetime of memories. London.

We understand that home develop our own in-house and Essex, and brought our isn’t just the doors you close teams to serve our residents. services in-house. We’ve grown at the end of the day, it’s also We want services on each and our team to provide a flexible The properties are owned by various sections of the business. everything else that surrounds every estate we manage to and responsive service. Triathlon Homes, a three-way you on your estates. remain responsive and flexible partnership between us, L&Q The addition of Triathlon to our customers’ needs. What’s next? and First Base. This move is Homes to the Group won’t Our goal is to create estates we Step two is to develop and part of our plans for growth. have any direct impact on our can all be proud of. Since the success of the London existing residents, however, deliver a new Estate Care project, we'll now be making standard that is consistent, the same changes across all our By focusing on areas where our Customer Service Team Our Estate Care Project was we already manage lots of will be answering all Triathlon clear, transparent, and will be estates in the South, with the launched in April 2019 and homes, we are making sure Homes customers’ calls. widely communicated. We want vision of having all services in- over the next two years we’ll be we can deliver great value Triathlon Homes repairs will also to offer consistency and value house by the end of this year. local services. be handled by our in-house making improvements to the across all our estates. maintenance team. Estate Care Service in every area Look out for our Estate Care Some colleagues from we manage. What’s happened so far? staff and vans around your Triathlon Homes have made We are delighted to extend a estates - you should spot their way over to the Group warm welcome to all residents Step one is to stop relying We’ve already ended our them in their new green and and have joined our teams in at Triathlon Homes. on external contractors and external contracts in London blue uniforms!

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Virtual reality our future

Our IT Team joined forces with colleagues at Byrnhill Grove, one of our residential care homes on the Isle of Wight to try out an innovative approach to care for dementia patients.

BETTER TOGETHER

Following a visit to the home may have faded over time. earlier this year, our IT Team We’re looking to form a be joining the Group in the first looked at some research that So after a short and successful partnership with Crown half of 2020. showed that using virtual trial we’ve invested in some Simmons, a housing association reality headsets could reduce virtual reality headsets to use based in Esher, Surrey. Chris Harris, Executive Director depression and anxiety in at Byrnhill Grove, and over the Customer Services (right), said: people with dementia. next few months we’ll We’re currently in talks with be supplying more to our the association as we’re looking “By concentrating our The technology provides sheltered homes at Furze Break, to grow, and we think that growth in areas where we patients with stimuli they and in Ryde Village when it forming local partnerships is a already manage lots of wouldn’t normally be able to opens next year. great way to do this. homes, we can make sure we experience due to mobility deliver great value.” issues and cost. We’re delighted that the latest Crown Simmons owns and technology can be put to such manages 700 homes across We’ll provide more information This can lead to a reduction in good use. Surrey, Sussex and South about the partnership as the hostility towards staff, and help London, and if the talks are project continues. to recall old memories which successful, we hope they will

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Southern 360 It’s about more than just housing

As well as providing homes for people in need we offer a range of services that make a positive difference to people’s lives.

From community initiatives, for support at various stages of employment and financial their lives so bringing all these skills support, to providing services together makes sense. housing for later life, and delivering care and support We think that by demonstrating services that help people our commitment we will be able The Group has always live independent lives – our to attract more outside funding Investment and Care at as the name to signal our all- of receiving investment in their offer is broad and impactful. been, and remains, a to our community and support Southern Housing Group, encompassing approach to communities, great care and We see these services as a business with social projects so we can do even explains more: supporting people at various support initiatives and specialist key part of our business. objectives, proud more for our residents. stages of their lives. housing, that assist in making to invest in our While some housing “The Group has always been, their lives better. How we can help you? “The change, while not associations are focused communities as well and remains, a business with affecting the way services are on building properties for as aspiring to be an social objectives, proud to “I’m very proud that the You can contact our dedicated delivered currently or by whom, sale, we’re demonstrating invest in our communities business has reaffirmed its long- service teams to get advice excellent landlord.” does offer up easier routes for commitment to our customers as well as aspiring to be an people to access them. term commitment to providing on how to deal with welfare excellent landlord. with the upcoming launch important services in this way, of Southern 360 – the new benefit issues, apply for a job or - Anabel Palmer “Alongside a new website, particularly when many of our name for our Sheltered, Care get help with your utility bills. “We are passionate about the a range of new information peers are reducing theirs. and Support, and Community difference we can make to materials have also been Investment services. Southern Equally, if you are looking at people’s lives and we wanted developed and residents will be 360 will be launched this year. housing options for you or “I’m excited about what the to make it easier for people to directly involved in shaping our your loved ones in later life, or future holds and can’t wait identify how we do that. future engagement in this area. Why change? perhaps you want to access to see Southern 360 start to some specialist care services or deliver on its ambitions.” “As such the idea of Southern “The ambition is, that in time, accommodation on the Isle of We want to make our support 360 was born so that people Southern 360 will become services easily recognisable Wight, Southern 360 will be could better engage with the synonymous to you and the and simple to find. We also your first port of call. Anabel services and expertise we offer. wider community as a place know that people come to us Palmer, Director of Community “Southern 360 was chosen where people can be assured

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Meet your new Customer Kerry Clare Paulina Cumbicus Steven Martin Johanna Winch Kerry Clare is a Paulina Cumbicus is a Steven Martin is a Johanna Winch is a Involvement Customer Involvement Customer Involvement Customer Involvement Customer Involvement Team Manager and has been Officer for London and Officer for Sussex, Officer for Isle of working in housing for the North Area. Surrey, Kent and Essex. Wight, Hampshire, We’ve formed a new Customer Involvement Team Berkshire and Wiltshire. nearly 30 years. to ensure residents have a say in the services that Paulina is a huge Steven is a keen they receive from Southern Housing Group. football fan and could amateur dramatic actor Johanna is a Rainbow Outside of work never give up playing and enjoys dabbling in Leader for Girlguiding Kerry enjoys baking. sports. playwriting. UK.

What we’ve been up to their inductions during January to improving and delivering charges, website portal and “It won’t change by sitting at 2020. services that impact our communications. home complaining, it won’t During a number of events in residents, their homes and their change by writing endless June and July 2019, we spoke These panels speak directly to communities. This is just the start and we will emails, letters or phone calls. our board – they will be a key to over 600 residents to find be building on this to involve out what’s important to them part of how we improve as a “You need to consult with We’re committed to involving residents more widely in as and how they would like to get business over the coming years. everyone who lives in our other people who have the many ways as possible. same issues or problems that involved with the Group. homes or receives a service from Although only a small number I think it’s important to get you have, get together and us, and we’ve a dedicated team Based on their feedback we’ve of residents are on the panels, What do our residents involved because if you challenge Southern Housing to support residents and staff to developed a structure that will we want every resident to have think? don’t, how can you change Group in a well-informed way.” ensure this happens. enable all residents to become an opportunity to feed into anything?” If you would like to find out involved in a way that suits scrutiny projects and services John Furmidge lives on the Going forward… more about our projects or them. across the Group. - John Furmidge Isle of Wight. John has been would like to get involved involved with the Group for We’ve been recruiting to the Team values Some of you may have already please call Kerry Clare on new Customer Scrutiny and been involved with the projects many years, having previously 020 7017 8511 or email: Resident Steering Panels and We believe that resident our team have been working on been heavily involved with our resident.involvment2@ they will be in place, completing involvement is fundamental with other departments - service Customer Voice Forums. shgroup.org.uk.

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In 2019 we’ve assigned a dedicated Making team to look at service charges, the way they’re calculated, where the information is stored and how changes life easier are communicated to our customers.

We sat down with Nicole “The booklet also includes a Our resident, Dorian, said: ”The Brosnan, our Finance Project description of each charge to new brochure is much better Manager to find out more help residents understand what and looks very modern. Thank about the Service Charge they are paying for.“ you for your efforts.” Project. Nicole added: “With the Jennifer said: “I think the new support of the Customer brochure gives a clearer view of Involvement Team we shared the yearly charges.” Well done Dylan! the new version with over 600 customers to get feedback on Christina added: “More detail the design and content. on the works that were carried We believe excellent work We’re excited to be out would be welcome, should be recognised so working on the Service “We’ve been told that it’s especially where there is an we would like to take this Charge Project as we know now easier to understand the additional charge. It takes too opportunity to express our information on why charges “Without the help from this is an area that can be long for queries to be dealt appreciation for one young have changed.” resident. Rajvinder and Kevin I don’t improved for customers with.” know where I would be in and staff.” The team worked closely with Dylan Regan was highly my career, but I do know We know service charge queries customers to find out what commended at last year’s I definitely wouldn’t be - Nicole Brosman can take some time to deal with issues they’ve faced in the past Young Builder of the Year where I am now. Thanks to and that this can be frustrating Awards. We’re super proud to and what changes they would them I now have a brilliant for you. like to see in the future. have helped Dylan in his career career ahead of me and so far. couldn’t be happier. From “Customers told us our We’ve started to receive So we’re reviewing the way where I started to where I Dylan wrote in to thank communication was unclear feedback on the new booklet customer queries are dealt with am now is all thanks to Raj Rajvinder, our Employment and didn’t provide enough and so far, 84% of customers and believe we can come up and Kevin”. information. Skills and Development Officer say they are happy with the with a much better service for - Dylan Regan and Kevin, Head of Social way their service charges were residents in the future. Value at Durkan. “As a result, we’ve created a new booklet, which includes calculated. tailored information for our For more information visit our customers and gives reasons as On top of that, the majority of website, and we’ll provide to why charges have gone up or people questioned prefer our updates as the project down to provide transparency. new brochure to the old one. continues.

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15

That’s Your say Outstanding! Here’s some of the feedback “Ralph- the HSM for Canterbury We’re proud to report that our Grove, our care home for older you’ve sent us over the last year. is very nice, responsive to any residential home at Argyll people was also inspected this We really appreciate your complaints or issues, listens and comments. It helps us know Street on the Isle of Wight year and received an overall good validates very well.” received an outstanding rating. what you value as well as what - Mr. Williams rating from the Care we need to improve. Quality Commission at their Speaking about the reports Naomi inspection in 2019. Keyte, Head of Sheltered and Care Our door is always “In the future I would like to Services said: open hear more frequent updates Outstanding ratings are rare with from the Group.” less than three percent of care “I’m delighted for the team We would love to hear more - Ms Clark homes receiving this accolade. They are the epitome of using from you! If you’d like to share Our Home Care Service on the the Group’s values to provide an your comments, thoughts, “Repair service not great at all.” Island, which provides support outstanding service to customers. testimonials or ideas with us - Mr. Smith and care for people who want to By working together, doing the please email service.centre@ remain independent in their own right thing and getting things shgroup.org.uk homes was rated good overall, done they’ve received this “Extremely happy with SHG with an outstanding rating in the hard-to-come-by recognition and “As happy as Larry” overall, no complaints at all.” ‘well led’ category and Byrnhill I couldn’t be prouder.” - Mrs. Brown - Mrs. James

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Homes People

Our Plans • Ensure all our residents have a • Be a place where colleagues are We’ve launched our new decent, safe home. proud to work. Corporate Plan 2020-2023 • Invest more in maintaining and • Be a supportive, inclusive, diverse modernising our homes. and equal opportunity employer.

• Provide more homes in the areas • Create a high-performing culture we work. that supports our people to grow.

• Ensure our homes are sustainable, affordable and energy efficient.

Customers Resources

• Listen to our customers, • Remain financially stable and developing trusted relationships. well-governed. And here's what you need to know about it: • Be easy to do business with. • Create financial capacity and use We exist to provide high-quality makes our customers’ and their key themes: our homes, our it to provide more homes. homes for people who need communities’ lives better. customers, our communities • Excel at customer service. them. For many years our vision our people and our resources. • Get fit for our digital future. has been clear – we want to be These are our priorities for the • Provide excellent care and a trusted and caring landlord, next three years. To achieve our Visit shgroup.org.uk/ support services to people that • Provide value for money services that listens to our residents and vision, we are focusing on five plan2023 for more details. need them. to our customers.

Our key focus Focus area No 2 Focus area No 3 Communities areas: Housing need Climate change • Invest more in creating Focus area No 1 As you probably know, London Global warming and climate sustainable estates and Health and Safety and the South East’s population change affect absolutely continues to grow, and we everything on this planet. It’s neighbourhoods that people need more homes. Housing real and it’s already happening! are proud to live in. The health and safety of our Associations together with We’ve all woken up to the need • Improve the lives of our residents and their homes is our development partners will to take action immediately. residents and their communities. our top priority. More than ever be the largest developers of As homebuilders and as before, we are committed to affordable housing so you can landlords, we’ve our part to play • Work with our local partners investing in health and safety, enjoy accommodation at a and this is something we will be to improve our residents’ repairs and maintenance. fraction of the market price. focusing on going forward. communities.

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We’ve partnered with and the charitable foundation of to open London’s first community food WE SAY NO pantry on a housing estate. The St Giles Food Pantry was TO FOOD officially launched on Wednesday 11 September 2019. POVERTY IN The event was attended by a local councillor Kim Taylor-Smith and chef, food writer and recipe developer Making your LONDON Dominique Wood who demonstrated a recipe for the residents. business dreams The pantry is the first of its kind in London and is serving the residents of a reality each partner’s housing estates in South Kensington. Last October we teamed up with Sovereign Residents are now able to access high- Housing Association and the PopUp Business quality groceries supplied by FareShare School to provide self-employment sessions in return for a £3.50-per-week helping people on the Isle of Wight bring their membership fee. business ideas to life.

Customers can join the scheme through a referral from one of the pantry’s recognised partner organisations. Through a series of free-to- “I am just so, so pleased I came attend workshops, we showed across PopUp and I can honestly Group Community Investment Services residents on the Island how to say it’s changed my life! Manager, Alice Webster, said: develop business ideas, promote their businesses, create websites “I feel so proud that I’ve made and manage finances. the leap into setting up my own business and I know I wouldn’t More than 75 members of have done it if I hadn’t attended Attendees found how the local community came PopUp.” to develop their ideas, together to empower each promote their business, other and develop their diverse The St Giles Food Pantry is a fantastic Matthew McLean, our create a website and example of what partnership working business ideas. Community Investment Services also gain support with can achieve and how it can benefit Manager said: managing their finances, communities.” Former PopUp participant Joanna, who set up her own all while building their lingerie business in Kent, said: “We are delighted to be confidence in the process.” supporting this exciting event. If you’d like to know more about the “The instructors from PopUp are -Matthew Mclean Ixworth Place food pantry, please get so energetic and re-sparked my “We want people to be able in touch with Alice at alice.webster@ enthusiasm to ‘just get going’ to earn some extra money by shgroup.org.uk. and start selling. doing what they love.

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In November 2019 we Who can be abused? What types of What can you do? supported National abuse might people Safeguarding Week to raise The answer is: anyone… encounter? If you are being abused, or think awareness around the issue However, abuse is more likely to someone else is being abused, and to remind our customers happen to people with care and • Physical abuse tell someone about it: and staff why it’s so support needs, such as: • Emotional and important to report concerns. • Talk to a member psychological When a contractor calls • Children of our staff abuse What is safeguarding? • People with physical • Call the police on • Domestic abuse always ask for ID and or learning 999 or 101 • Sexual abuse Safeguarding is the name disabilities • Talk to your family, Always remember to ask for ID before allowing anyone • Neglect for the procedures we follow • Older people friend or support into your home. Our employees and contractors always • Discrimination network to make sure you can live in • People with mental carry official ID. • Human trafficking • Talk to your GP your homes and communities health needs • Organisational abuse with dignity and respect, and • People with drug or NOTE: Contractors working on our behalf will only call without fear of abuse. It’s what • Cyber abuse How to contact us: if they have a pre-arranged appointment with you. alcohol problems we do, when you let us know • Financial If you are in any doubt about the contractor, you can something’s wrong. • Mate crime If you’d like to speak with call us directly. • Hate crime someone from Southern If you think something • Female genital Housing Group about anything You can find your local number on the back page. related to abuse, you can call is not right, then talk to us. mutilation If it doesn’t seem right, it your local service centre and ask Our contractors will be happy to wait while you do so. usually isn’t. to speak to our Safeguarding Remember: Anyone Team or email service. If you think someone is being [email protected] or abused or is at risk of harm can be abused at [email protected] – report it to us. We’ll always any time, tell us and act on it and report to the Check our website for more appropriate authorities. we will help! information.

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Putting the bee in Bracknell MANY SISTERS ONE V OICE Following Britain’s hottest area, meet the scientists from It was clear from the customer summer on record last the CEH and brainstorm some feedback received in Bracknell year, climate change and ideas as to how they’d like their that the residents’ priorities the effect it has on our green spaces to look and feel. were more flowers and environment has been at There was a great turnout from attracting more birds to the the forefront of everyone’s residents who came equipped area. We’ll be going back to mind… with some fantastic ideas to Bracknell next year to put the help. plans into practice. We wanted to lend a helping Many Sisters is an exciting Hackney and Newham. in January this year, but we hand to mother nature by The CEH had prepared lots of Following the great success of new project that aims to are excited to announce that improving our green spaces, fun activities showing residents our initial trial, we’re putting build financial resilience Alice Webster, Community Many Sisters has already started in the hope of encouraging examples of the best types of together what we’ve learnt to and create a unique Investment Services Manager, to listen and engage with a wider range of plants and flowers that could be easily create a toolkit that can be used community space for Black, said: “Having the funding to set BAMER women in our local animals to thrive on our estates. installed to create a wildflower more widely across our estates. Asian, Minority Ethnic and up the Many Sisters project, is communities and has already meadow, and exactly what To see if there are different Refugee (BAMER) women fantastic news, as it will enable started holding a range of fun, With this in mind, we’ve kinds of wildlife these could priorities and challenges within within local communities. attract. a more urban environment, us to build on the amazing capacity building activities – teamed up with scientists from the Centre for Ecology and we’ll be running a second pilot work already performed by the including a four-week ‘cooking The project is run by a small Community Investment Team. Hydrology (CEH) in Oxford at estates within towns or cities. team of four women who work on a budget’ course on an to help us build a toolkit to estate in Tower Hamlets. within our wider Community “Our aim with the Many improve biodiversity on the So keep your eyes peeled for Investment team to provide Sisters project is to provide open spaces on our estates. more information about our support services for at least The feedback so far has been support and intervention commitments to sustainability in 300 BAMER women, many of to prepare women for amazing, and the Many Sisters Together we thought we’d run the near future! whom live in London’s most a trial event ‘Putting the Bee difficult financial life Team can’t wait for what this deprived areas. in Bracknell’ based at Mount shocks, such as a change year has to bring! Pleasant and Orchard Court in Five months ago, Many Sisters in benefits or unexpected If you are interested in Berkshire. was given enough funding bills, and prevent these volunteering opportunities to make this project happen, from having the serious Our Estate Care and or want to find our more, through a funder with a focus impact they so often do.” Sustainability Team ran an on East London – specifically please email: event for local residents to learn the Boroughs of Tower Hamlets, The project is due to get going [email protected] more about the wildlife in their

22 OPEN DOOR JANUARY 2020 JANUARY 2020 OPEN DOOR 2323 Contact us

If you live in: Who do you need to Other ways to contact speak to? us: The London boroughs of Barnet, Brent, Bromley, Croydon, It’s important to call the correct Email: service.centre@ Hackney, Hammersmith & local number so you speak to shgroup.org.uk , Haringey, Islington, the right team. Once you’ve Kensington & Chelsea, called your local number, you’ll Write to: Lambeth, Lewisham, or have the following options: Southwark, please call Customer Service Centre 0300 303 1061. • Press 1 for repairs and Southern Housing Group maintenance, including PO Box 643 Horsham RH12 1XJ The London boroughs of heating and hot water Barking & Dagenham, Bexley, www.shgroup.org.uk Greenwich, Havering, Newham, • Press 2 for rent Tower Hamlets, or Waltham information, payments, /southernhousing Forest, or in Essex or Kent, and money advice please call 0300 303 1773. • Press 3 for housing East or West Sussex, Elmbridge, options such as finding /shgroupuk Mole Valley, Reigate, Banstead, a new home, mutual or Tandridge, please call exchange, or applying 0300 303 1063. for one of our @SHGCustomers properties Berkshire, Buckinghamshire, Hampshire, Gloucestershire, • Press 4 for all other Northamptonshire, Oxfordshire, enquiries Wiltshire, Runnymede, or Waverley, please call 0300 303 1064.

The Isle of Wight, please call 0300 303 1772.

Southern Housing Group Limited, an exempt charity and registered society within the meaning of the Co-operative and Community Benefit Societies Act 2014 number 31055R, registered in England with registered office at Fleet House, 59-61 Clerkenwell Road, London EC1M 5LA SHG0124-SP-0270