We are NORTH STAR

WE WELCOME DARLINGTON HOUSING ASSOCIATION into the North Star Group.

Also North Star Tenant Annual Report In this edition you can see exactly what we’ve been up to. New live / work homes in Middlehaven Read more about this exciting urban pioneers project on pg 9 CONTENTS INTRO

INTRO GET INVOLVED All of the latest info on Welcome from Chief Executive, 3 16-17 how you can get involved Angela Lockwood with North Star

NEW FOR YOU MONEY MATTERS 4-5 What’s new at North Star? 18-19 Useful tips on how to As we near the end of the year and reflect on all manage your money that has happened…

I can honestly say it has been fast paced, We have provided new high quality challenging and always interesting. We affordable housing and continued to invest continue to change, adapt and evolve to in our existing properties. In this edition, fit with the external environment. you will find information on the great new OUR SERVICES services we have available, including some of NEWS Despite some of the challenges we are our new partnerships, guidance on Universal Up-to-date info on the All the latest news from North faced with including lack of funding to build Credit, how you can get involved in what we 6-9 20-27 services available to you Star and our partners new social housing, threats to supported do, and useful advice to help you stay warm housing funding and the continued roll out of this winter. We are also really excited with welfare reform, we have some real stand out our new employment initiative aimed at achievements this year. Our new brand looks helping people into work. fresh and modern, we have increased the range of ways you can get in touch with us, You will find a whole host of new, interesting we won a Business in the Community Award and important information that we hope you LEADING for our approach to wellbeing, and we have find useful and as always we would love to AND GROWING welcomed Darlington Housing Association hear your feedback, so please get in touch 10-15 into the North Star group. and share your views. It has been another successful year for North Star! You can find out how in your Tenant Angela Lockwood Annual Report. Chief Executive

2 3 NEW FOR YOU YOUTH EMPLOYMENT INITIATIVE INTRODUCING

As you know we are committed to WORK New Directions is a European Social Fund and Youth Employment providing an excellent repairs service for our tenants and we will always deal with Initiative funded project that aims to support young people aged 15-29, any requests for repairs as soon as we CLUB from across the Tees Valley who are not in employment, education or possibly can. training to progress into work, further education and training.

We have recently reviewed the gas servicing, The project is already helping our tenants repairs and maintenance service and appointed The project can offer young people: We’ve recently set up a work club, exclusively for to progress towards their employment and Liberty Gas Group Ltd to carry out repairs. We An end to end service providing all the our Stockton tenants and their families, funded • training goals… are working hard to provide you with a much support and development access required through our Building Futures Programme. improved gas servicing and responsive repairs • A dedicated caseworker to help overcome One young person, who is a lone parent, has service. Liberty vehicles will soon be out and We are working in partnership with Actes (a local barriers to engagement and progression - been supported to access a vocational training about where you live. charity) that has successfully delivered work clubs working together toward your goals course in . The project has sourced for a numbers of years. The service will provide • Help to showcase your talents to employers the opportunity and supported the young All of the vans will have the Liberty Gas Group logo individual support such as; • Funding to help overcome practical barriers person to attend taster sessions. As a lone parent on, but please don’t forget to check the engineer’s that maybe stopping you progress - including childcare was proving to be a barrier to accessing ID card before inviting them into your home. If • Job Journey Planning/Action Plan childcare, ID, travel and equipment training and employment. The project offered you need to report a repair, please use our website • Interview skills and mock interviews • Access to a menu of advice regarding help with childcare costs whilst www.northstarhg.co.uk, or for urgent repairs please • CV development development opportunities studying and managed to source training with call 03000 11 00 11. When reporting a repair, please • Job Searching – support with applications • Access to a large data base of suitable childcare arrangements. provide us with as much information as possible to • Volunteering Opportunities employment opportunities help our team assist you. • Universal Job Match (UJM) enrolments Another individual contacted the project because • Onward referrals to other local Support they were nervous about an upcoming interview Reporting a repair Agencies to implement alternative and had no suitable clothes. The project was able to help produce a new CV, support with interview We need to know: support services • Other progression routes such as further preparation training and also provide funding to • Your name, address and education or training or placements. purchase suitable clothing. contact telephone number • A detailed description of your concerns If you, a member of your family, neighbour or and the repair that you need The work club will operate from Endeavour someone you know could benefit from some • When you’ll be available so we can book House, St Marks Court, Thornaby, Stockton-on- support from the New Directions Team please an appointment for your repair. Tees, TS17 6QN every Friday between 9am – contact us on 01642 796 265. You can also 12.30pm and 1 – 4pm. email us [email protected] or Liberty Gas will call you directly to arrange a [email protected] suitable appointment time, so remember to look If you would like to make an out for their area code, 01515 If you live in County Durham, the Durham Works appointment please contact team can provide the same support. Please Andrea on 07510012846. contact them on 03000 262 930. 4 5 NEWS AWARDED FOR EXCELLENT CUSTOMER SERVICE!

£12m to improve peoples’ homes We’re delighted to share that we’ve been awarded the Since the transfer almost £12m has been Customer Service Excellence Standard. invested into improving tenants’ homes, not only ensuring properties meet the Despite the challenges housing associations face, We’re over the moon to be recognised for decent homes standard, but going Customer Service Excellence (CSE) assessors our approach to customer service. We’re above and beyond. This has not only noted that North Star continues to improve. driven by a strong commitment to our tenants, and the introduction of a dedicated Customer modernised homes, but helped reduce We successfully demonstrated that our Excellence Group and a Customer Services fuel poverty through the installation of behaviours and practices went above and beyond Team reinforces this. modern heating systems and energy the standard, and are viewed as exceptional. efficient boilers. There’s always room for improvement though, CELEBRATING So, not only did we achieve Customer Service so if you have any feedback on our customer Excellence, we scored the highest achievement, service we’d love to hear from you! 10 YEARS Compliance Plus. We’ve made nearly 3,000 home WE’RE DELIGHTED OF TEESDALE improvements TO WELCOME July 2016 marked 10 years since Teesdale District DARLINGTON… Council transferred the homes it owned to the newly formed Teesdale Housing Association. Formed in 1976, Darlington Housing Association The stock transfer took place to enable: £8.5m to develop (DHA) is a small, charitable housing association, owning over 260 properties. new homes • Homes to be modernised North Star have been managing services on • New homes to be developed Increasing affordable housing was behalf of DHA for several years and as a result of • Communities to grow and develop always an absolute priority for THA this successful partnership DHA has decided to and since transfer over £8.5m has join North Star. We’ve witnessed Teesdale transform, improve and been invested in the development of progress over the last ten years into an association 72 new homes across the area. The external environment has become that makes a genuine and remarkable difference increasingly challenging for small housing Ian Senior, former Chair of Board at to people’s lives. associations, with rent reductions and changes to Darlington Housing Association, said: Welfare Reform. DHA share our strong vision and “There is a natural fit between us and “ We’ve invested in homes, communities and values, they pride themselves in providing decent, North Star, both in geography and in our people in Teesdale, building futures and creating affordable homes and most importantly giving values as organisations. We share a strong opportunities to flourish; we aim for this will people more than a place to live. commitment to our communities and continue for the next ten years and beyond. £60,000 to invest in We’re very excited to have DHA join the North we believe that there is real value in us becoming part of a strong performing community development Star family; we can now share resources, costs and Here’s to another expertise for the benefit of so many more tenants housing association like North Star. Projects have included helping people across the North East. And that’s what it’s all Together I believe we will be best placed successful 10 years with education, employment and about for us, making a genuine difference to the to have real and lasting impact.” training opportunities, digital initiatives people in our communities. and volunteer drivers schemes to tackle rural isolation. 6 ” 7 NEWS FUNDING HELP WITH HOARDING FAMILY FITNESS We work closely with local community groups, charities and schools to ensure people have access to What is hoarding? Why is hoarding a problem? opportunities designed to educate, inspire and improve Hoarding is where someone acquires an excessive Hoarding can greatly reduce a person’s quality their wellbeing. Evenwood Primary School in Teesdale number of items and stores them chaotically. of life. They can be reluctant to have visitors or recently received funding from North Star, which gave allow people in to carry out essential repairs children of all ages at the school, and their families, the Why is it a problem? and maintenance to their home. This can cause opportunity to take part in a 10 week family learning fitness programme. The amount of items or clutter you have can people to be lonely and put them at risk if repairs sometimes interfere with your life. It is considered aren’t carried out. The programme was delivered by the Foundation of Light, with over 30 people attending. Each week a significant problem if a person is unable to use Large amounts of clutter can also be a health Rachel Stevens, Parent Support Advisor at Evenwood the Foundation offered activities designed to inspire their kitchen or bathroom and cannot access risk. It can make cleaning difficult, leading to Primary School, said: “The family learning programme learning and achievement, develop and build new rooms. The clutter can also cause significant unhygienic conditions, be a fire risk and block was a great opportunity for families to learn together skills, and improve relationships within the family. and have great fun in a school environment. The distress or negatively affect the person’s quality of exits, encourage infestations and cause trips and parents discussed healthy lifestyles, what things life, or their family’s. falls if clutter is kept in large piles. The Foundation of Light is a registered charity of Sunderland AFC, established in 2001 to make a real prevent families from being healthier and ways to get and lasting difference to the lives of people in the the whole family more active.” Why might someone hoard? What do I do if I know someone who North East region – and beyond. Their mission is is hoarding? Hoarding is often a symptom of other problems, simple, and they aim to use the power of football to Peter Locke, Community Investment Officer at North for example someone with mobility problems Helping a person who is hoarding is not easy as involve, educate and inspire young people and their Star, said: “It’s extremely rewarding to see what a may be physically unable to clear the clutter in the person may not think they need help. Try families. At the end of the 10 weeks, the families got the positive difference we can make to our communities. To see so many people who have challenged themselves their home. and be sensitive and focus your concerns for their opportunity to visit the Stadium of Light for an Awards to learn, develop and improve their lives, for themselves health and wellbeing. presentation to celebrate their learning achievements, In some cases hoarding is a condition itself and where they received an award from Sunderland legend and their families, is fantastic, and it embodies can be associated with self neglect. You could try and persuade them to see their Jimmy Montgomery. everything we try to achieve here at North Star.” People who hoard may be struggling with a doctor or refer to another organisation that stressful event such as the death of a loved one. may be able to help, such as social services or community mental health teams. What do people usually hoard? NEW HOMES FOR INNOVATIVE What does North Star do if one of their tenants Some people might hoard a range of items and are hoarding? some hoard certain types of objects. These can URBAN PIONEERS include newspapers and magazines, clothes, We will carry out a full assessment and work animals, books and receipts. with other agencies and partners to develop an Brand new homes in action plan. Middlehaven have been built as part of an Urban Pioneers project. The Urban Pioneers project is a key element in the delivery of Middlesbrough’s We’re excited to be able regeneration framework for Middlehaven, to deliver something new delivered through a joint venture between and the Homes and to the area; the homes Communities Agency (HCA). The scheme is designed to provide a place for tenants If you want to talk attract entrepreneurial people to help create an exciting to us further about new urban quarter in Middlesbrough. to run and grow a business Along with contractor Gus Robinson Developments from home, or provide a and architects Halsall Lloyd Partnerships, we have built how we can help, nine new two bedroom homes which sit alongside the place for residents to work Urban Park, at the heart of the Middlehaven site. The comfortably from home. please call us on new homes are live/work units, which means not only do they offer affordable accommodation but they create 03000 11 00 11. the ideal environment for new enterprises to flourish.

8 9 LEADING & GROWING Endeavour (EHA) THA Number of investment works Number of investment works

17 152 18 Adaptations Bathrooms Decent 13 152 4 24 homes works TENANT ANNUAL Adaptations Air source Bathrooms Demolition heat pumps of flats

161 88 9 20 45 86 86 Electrical External wall Footpaths Garages Electrical Heating upgrades insulation and fencing improved and REPORT 2016 Kitchens demolished upgrades upgrades

Introduction 1 4 9 Heating Kitchens Roofs Despite some of the challenges presented within the housing sector, 34 16 12 upgrades it has been another successful year for North Star and on behalf of Roofs Walls Windows the involved tenants I’m delighted to present you with this year’s Tenant Annual Report.

North Star has continued to lead and grow; communications between contractors and £915,986 152 £229,231 2347 strengthening its commitment to working tenants, influenced North Star’s approach to Money spent on Total number of Money spent on Total number of day to day repairs day to repairs day to day repairs day to repairs together, and nothing shows this more than lettings and our recommendations alone have our new partnership with Darlington Housing led to more than 91 service improvements. You Association (DHA). We’re delighted to have the can read much more about how we have helped opportunity to work more closely with DHA North Star reduce costs and improve customer and their tenants. satisfaction in this report. Performance this year Endeavour Teesdale Resident involvement remains a significant part We’re exceptionally proud of the achievements Your satisfaction with the repairs service 92% 88.9% 92% 97.6% of North Star’s vision and our Tenant Annual and improvements North Star and the involved Percentage of routine repairs completed on time 95% 97% 96% 97% Report highlights how we work together to shape tenants have accomplished this year, and we Percentage of repairs completed at first visit services, inform decisions and deliver real change hope you are too. If you’d like to get involved and 80% 86.9% 80% 88.6% within our communities. help shape the services North Star deliver, please Percentage of homes with a valid gas safety certificate 100% 99.8% 100% 100% get in touch, we’d love to hear from you, and we’d Percentage of appointments kept 95% 95% 95% 98% From the LINK panel, to the Tenant Advisors, love to work with you! the Tenants’ Voice Scrutiny Panel and 4U, we’ve worked on a whole range of different areas Carol Pearson, Chair of Tenants’ across the business. We’ve helped influence Voice Scrutiny Panel Your tenancy North Star’s Value for Money strategy, reviewed In this section, we’ll look at the ways in which we let our homes. The Tenancy Standard says that we should: • Let our homes in a fair, transparent and efficient way • Have clear application, decision-making and appeals processes in place Your home Investing in your homes • Support tenants to maintain their tenancy and prevent eviction Our aim is to provide good quality homes We’ll be taking a look at what we focus on to for all of our tenants and we achieve this by make sure that your home is of a high quality continual and significant investment in our and well-maintained. existing housing stock. The Home Standard says that we should: EHA THA During 2015/16 we have spent £2.2m across the • Make sure your home meets the Decent group on home improvements and upgrading How many homes did 271 87 Homes Standard, and that we continue to our properties, as our aim is to ensure our tenants we let this year? maintain it to this level or higher. have the best possible environments to live in. • Provide a high quality and cost effective Over 560 households have benefited from our repairs and maintenance service. planned investment activity.

10 11 Performance this year Endeavour Teesdale • Mystery shopping to make sure we’re providing Working with our tenants an excellent service every time. How long does it take us to relet an empty home? 27 days 28.5 days 22 days 16.5 days TVSP • Visiting our empty properties and influencing Current arrears as a percentage of the Annual debit 1.95% 1.84% 0.95% 0.75% We work closely with our customers and our approach to lettings. Percentage of rent lost through our homes being empty 2% 1.51% 1.60% 1.04% recognise the important role they play in shaping, They have also been closely involved in our Your overall satisfaction with new tenants 92% 99% 92% 100% scrutinising and enhancing our services. procurement activities, helping to set standards, along North Star’s Tenant Voice Scrutiny Panel (TVSP) with assessing and interviewing potential contractors. is a specialist group who carry out targeted in- By contributing to our procurement activities, Your community depth service reviews. The TVSP work towards our tenants help us provide services that are really getting under the skin of our policies and practical, effective and offer Value for Money. This section looks at how we work with you and other agencies to ensure that our neighbourhoods and procedures, and holding the organisation to communities are the kind of places you want to live in. The Neighbourhood and Community Standard says account. The Panel reports directly to the North 4U that we should: Star Board. The 4U panel has continued to arrange events • Keep estates and communal areas clean and tidy. The TVSP’s reports and recommendations have and activities for elderly people and for those • Work in partnership with you and other agencies to improve neighbourhoods so far led to more than 91 service improvements. with a disability. They’ve been helping combat and tackle anti-social behaviour. This has resulted in targeted investment, reduced social isolation with a range of engaging and costs and increased customer satisfaction. interactive activities. In 2015/16 TVSP investigated Responsive Repairs The panel arranged a successful Easter event, and Re-Let times. bringing together a number of older and disabled EHA Outcomes: residents. They raised nearly £500, which was • Updated the lettable standard document then used to take the residents on a trip to Number of estate inspections 32 • Introduced a Responsive Repairs Handbook Scarborough and to start planning a Summer • Created a North Star App for tenants to check Olympics event. completed during the year THA their tenancy, report a repair and get in touch anytime, anywhere. 48 Employment and skills We were part of a consortia that has attracted LINK £5.4 m into the Tees Valley to assist young people EHA North Star LINK represents the views and interests into further education, training and employment. of our tenants, across all of our service areas. Your overall satisfaction with 84.60% This is a significant achievement and will really help the final outcome of your ASB case In 2015/16 LINK helped: to tackle the issues that currently prevent young THA people from accessing available opportunities. • Influence our Value for Money strategy, 50% providing suggestions as to how we can save We will be working with all of the young people money across the business, including reducing who live in our supported housing services as well the responsive repairs and lettable standard as identifying young people who live in our other saving North Star £175k. properties who may also benefit. Produce, name and design the • We have been awarded a grant of £324k awarded tenant magazine. We build homes, but more importantly we create We’ve been proud to deliver high quality and this has funded three new jobs within North Star. • Monitor all tenants’ complaints. This year futures, and we develop our communities from and accessible youth development they have influenced the way our contractors the inside out. We work together to build on your opportunities, including: communicate with our tenants. Tenants strengths and to really help make a difference to • Youth engagement for young people in isolated now receive automated messages prior to our tenants’ lives. rural communities in Teesdale. For every £1 spent their appointments, which helps reduce the This can be seen in the vast, varied and valuable this generated approx. £30 in social value. amount of missed appointments and community investment and resident involvement • Helped young people develop interview and improve customer satisfaction. work we have coordinated over the last year. presentation skills in Stockton. For every £1 spent • With the specification on planned works. We’ve successfully delivered a wide range of this generated approx. £6 in social value. • Recruit a North Star Director. initiatives, ranging from school breakfast clubs, reading groups and homework clubs, to creating Tenant Advisors community gardens and green spaces, providing For every £1 invested in the projects, £6.05 was work placement opportunities and supporting generated in social impact Tenant Advisors have been involved in a variety of activities throughout the year: local foodbanks. We have also supported innovative North Star has invested £66,773.62 in 2015/16 enterprise and citizenship activities for children in Attending contractor meetings representing all Projects have generated an additional £36,682 • Middlesbrough and provided funding for First Aid tenants, by challenging and improving services. training in rural communities in Teesdale. Community projects have benefited 2,665 people

12 13 Improving our services Growth Endeavour (EHA) Complaints by Service Area In 2015/16 we delivered 53 new high quality homes, with the support of grant funding from Asset Development Housing Maintenance Supported Customer the Homes and Communities Agency. This Management Housing Services included 44 new homes and 9 refurbishments.

6 3 4 58 4 1 Procurement EHA 15/16 EHA 15/16 EHA 15/16 EHA 15/16 EHA 15/16 EHA 15/16 This year North Star has During 2015/16 we implemented a new delivered approach that maximises social value through our 2 1 2 18 0 0 a financial surplus of procurement activity, with successful contractors THA 15/16 THA 15/16 THA 15/16 THA 15/16 THA 15/16 THA 15/16 signing up to deliver social value activities. £3.0million. This included: (Compared to • 8 work placements – SVB Value of £10k £2.3million in 2015) • 13 Apprentices employed on our contracts – Number of SVB Value of £24k the above Total 76 23 complaints that 53 17 • £2k cash donated to local groups and charities EHA 15/16 THA 15/16 were upheld/ EHA 15/16 THA 15/16 partially upheld This has generated £44k of social value.

Average Rent Figures This year Endeavour received 76 complaints, compared to 106 received last year. Cash of This year, Teesdale received 23 complaints, compared to 28 received last year. Total income of £7million £18.6million generated from Endeavour Housing Association – an increase of our operating Endeavour Teesdale 2.1% on 2015 activities EHA 1 bed 78.65 Performance Performance Performance Performance Target this year last year Target this year last year EHA 2 bed 88.48 Percentage of complaints 100% 89.40% 88% 100% 82.60% 86% responded to in 10 working days EHA 3 bed 96.87

EHA 4 bed + We also received 159 compliments for our service during the year 107.73

£11.9million Value for Money invested in new £6.2million Teesdale Housing Association In this section you’ll see how we use your rent and Value for Money is not just about cost, and not just and existing homes new developments EHA 1 bed 68.9 how we achieve Value for Money (VfM). The Value measured in financial terms. It is about business for Money Standard says that we should: effectiveness and is an integrated and embedded EHA 2 bed 77.98 approach rather than something that is separate • Provide Value for Money in everything we do, or an annual task that has to be completed. EHA 3 bed 87.01 via effective, efficient, high-quality services and homes that meet your needs. North Star’s comprehensive approach to VFM is EHA 4 bed + 95.3 not new, but it has been progressively honed over North Star is committed to adopting a the years. Our focus on continuous improvement comprehensive approach to managing our has enabled us to develop and invest in keeping resources in order to provide cost effective, quality North Star strong. This self-assessment will services to tenants and to create the capacity to Governance help us to go even further to drive change and £2.2million invest in new homes and services for the benefit £1.9million continuous improvement. major works responsive works The increasing emphasis on co-regulation requires of our wider communities. us to scrutinise more than ever our performance in relation to how North Star is governed. The Governance and Financial Viability Standard 32p Routine & Planned Maintenance says we have to run our business well by: How each £1 of rent 22p Left to invest in new homes • Meeting legal requirements is used 2015/16 19p Service delivery £1.6million • Being clear about who is responsible for each 15p Interest on our loans annual and part of the business, and how decisions are 8p Improvement costs cyclical works made so we can be held accountable to you Manage our money well 4p Other Costs •

14 15 GET INVOLVED

GET INVOLVED AND HELP US IMPROVE

North Star believes it is essential to involve and the tenants voted for which initiatives they How much time is involved? residents and communities in shaping our wanted to fund. The projects were extremely Two meetings a month, with tea, services. By getting involved, you have the impressive and received the following grants: biscuits and lunch. chance to really make a difference. • Katwalk Kimberleys – £1,020 – Votes 78 Tenant Advisors • Gaunless Valley Creatives – £445 – Votes 34 Why get involved? Who are Tenant Advisors? • Trinity Youth and Children’s Project • Develop new skills and abilities Tenant Advisors test out our services and make • Make your voice heard – £355 – Votes 27 recommendations for improvement. They take contractor), to discuss how these services could • Meet new people • Association of Kinship Carers Tees Valley part in a range of activities, including mystery be improved. shopping, surveys, visits, work shadowing and • Help improve North Star’s services for everyone – £590 – Votes 45 The Steering Group have also been involved in interviews with staff and tenants. • Free trips to conferences and training • Age UK – £600 – Votes 46 the new partnership between North Star and Get to know us better • How much time is involved? DHA. The group shared their views and helped • Free events, including a Christmas party How was the event? Take part as much as you like! On average, Tenant shape key decisions to strengthen our services moving forward. Ways to get involved: ‘Very well run and most informative!’ Advisors get involved up to six times a year. To get involved, or to find out more information. DHATSG are recruiting for new members now! North Star LINK ‘What I enjoyed most was the amount of new You don’t need any qualifications, all you need is a information I received, I was totally unaware please call Beth Danby, Community Who is LINK? passion to make a difference for others and a few of it before I came along to this event. Also the Investment Officer, on01642 796 324 or email LINK is a group of North Star residents who meet hours to spare each month. courtesy of North Star staff.’ [email protected] with staff monthly. The group represents the If you think this may suit you, and you would views, and promotes the interests, of all tenants You can also find out more by visiting like more information on what’s involved, please by influencing our services. www.northstarhg.co.uk/influence-our-services LINK Online contact the Steering Group line and leave a How much time is involved? message on 01325 466056, someone will call Who is LINK Online? Darlington Housing Association Tenant One meeting a month, with tea, biscuits you back. and lunch! LINK Online is a group of North Star residents Steering Group (DHATSG) who give their views on our services from the The Darlington Housing Association Tenant Darlington Garden Club Bi-annual tenant conference comfort of their own home, via the LINK Steering Group (DHATSG) are made up of Online email. Darlington Housing Association (DHA) tenants We also have a thriving garden club, and all The LINK Panel have recently organised a fantastic who voluntarily attend meetings held at least the plants are home grown at the Darlington tenant event, which was held on Thursday 20th How much time is involved? once a month. Office site. October at Middlesbrough Football Club. As much time as you like! LINK Online is Their purpose is to be an independent voice for Can you be a garden hero? Do you want to make We had a number of brilliant speakers and stalls updated monthly. all the tenants of DHA and they interact with a difference in your area? If the answer is yes, at the event, including: Damp and Condensation tenants, staff and Board. contact us on 01325 461 352. workshop, digital engagement workshop, Tenants Voice Scrutiny Panel (TVSP) The more people involved, the more we can Welfare Benefits Officer, Esh Facilities, HomeCall, Over the last few months, the Steering Group Who is TVSP? achieve together. Handyperson, Fuel Servicing contractor, the have met with the Responsive Repairs Manager Youth Employment Initiative as well as five local TVSP is a group of North Star residents, (who is responsible for the Burridge Contractor) community projects. There was a £3,000 fund who look at our services in depth to make and the Planned Maintenance Manager (who available to help these local community projects, recommendations for improvement. is responsible for the Planned Maintenance

16 17 MONEY MATTERS £ ARE YOU READY GET READY FOR FOR UNIVERSAL CREDIT? UNIVERSAL CREDIT Universal Credit can top up your earnings so that you are better off in What is Universal Credit? UPDATE Get the right bank account work than on benefits. The amount you get will gradually reduce as you earn If you receive benefits you may have already heard Until recently Universal Credit has • Your bank, building society or credit union more – but the more you earn the higher about Universal Credit, a new benefit for people only applied to people who are newly account will need to receive automated your total income from earning and of working age who are either on a low income or unemployed. However that is all set payments because that’s how your Universal Universal Credit will be. out of work. to change…. Credit will be paid. If you work variable hours the amount If you have a partner you will get a single Universal Credit replaces existing benefits and tax Universal Credit is rolling out a Full Digital • of Universal Credit will change each payment of Universal Credit for both of you, credits including: Service and this means that anyone who month depending on how much you so consider whether you want a joint account. lives in one of the Full Service areas will have earned. • Income Support, need to make a claim for Universal Credit • Its useful to set up direct debits for bills like • Income Based Job Seekers Allowance, instead of claiming any of the benefits your rent. Paying this way can help spread • Income Related Employment and it replaces. the cost and many gas, electricity and phone Support Allowance, suppliers offer better deals if you choose this. • Working Tax Credit, This will also include anyone who • Child Tax Credit and is currently on existing benefits or • Housing Benefit Tax Credits, and has a change of Get online My Housing Benefit gets paid straight to my landlord – will this change? circumstance that would naturally trigger Think about where you will be able to access If you already receive one of the benefits Universal • a new claim to Universal Credit the internet – this could be at the library, In most cases the money you get to help pay your Credit is due to replace, you continue to do so Jobcentre or local council offices. rent will be included in your Universal Credit and until you are told that you need to claim Universal The Full Universal Credit Digital Service paid to you on a monthly basis. You’ll then pay Credit instead. If you would like to improve your computer will require users to make a claim online, • your full rent to your landlord yourself. along with allowing users to check skills, your local library or college can help you details of payments, notify changes find a course. Or, if you already have access What is different about Universal to the internet, look online – there are free Credit? of circumstance and search for a job through a single account. courses that can help build your confidence, • You need to make your claim and check your • If you feel worried that you would payments online. be unable to cope with paying your • HAMBLETON WENT ONTO THE FULL Get ready for monthly payments • Your payment will be made directly into a DIGITAL SERVICE IN OCTOBER AND, rent and are worried about falling into arrears, you can ask Jobcentre bank, post office or credit union account. • If you’re used to working out your spending • Your household will receive a single monthly weekly or fortnightly, you’ll need to start to consider an ‘Alternative Payment • HARTLEPOOL WILL GO LIVE Arrangement’. Where they agree to pay payment on the same day each month IN DECEMBER managing your money across the whole month. an amount out of your Universal Credit • Your Universal Credit payment will include any • Find out how to get to get to grips with your to your landlord. This may not however, help you get towards your housing costs and cover your full rent and there may be a household budget by using an online budget you will be responsible for paying your rent Please note: shortfall you will need to pay yourself. planner tool at directly to us. Hambleton goes live October 2016 moneyadviceservice.org.uk/budget Hartlepool goes live in December 2016

18 19 OUR SERVICES GOING GREEN WITH GLENDALE DO IT ONLINE

Our new website makes it Did you know you can easier than ever to do it all also find us on Facebook? online. www.facebook.com/northstarhg Visit our website for: For all the latest information, news Green space management • Info on your tenancy and available properties make sure specialist, Glendale, has been you give our page a like! providing grounds maintenance • To report a repair services on behalf of North Star • To pay your rent since April 2016. • Leave feedback on our services A team of multi-skilled grounds maintenance • View our available properties operatives are delivering a regular schedule of programmed work to green spaces and housing estates across our communities. A key part of our service delivery is The programme of works includes a regular, community engagement. In order DOWNLOAD scheduled grass cutting service, plus hedge “to ensure that residents get to know OUR APP! trimming, shrub bed maintenance, weed our operatives who are working in control and hard standing maintenance. the area, who to contact if they have Dave Fontana, regional support manager at any questions and what services we Glendale, comments: “A key part of our service delivery is community engagement. In order to are providing, we have created an ensure that residents get to know our operatives online hub called Glendale Local. 1. Download from the app store on your phone, YOU CAN USE who are working in the area, who to contact if they have any questions and what services we are just search North Star customer app. THE APP TO… “The overall aim of the grounds maintenance providing, we have created an online hub called service is to ensure all green spaces are 2. Register with the following information: Glendale Local. maintained to an excellent standard for residents” “My favourite part of the hub is the postcode to enjoy. Glendale are passionate regarding Current Tenant Reference Update your personal info search which allows residents to find out exactly service delivery and partnership working to Surname from your phone, on the go! Date of Birth what services are happening in their street and ensure local residents are completely confident Postcode when they can expect these to be delivered. and satisfied with the service.” Anytime, anywhere, it’s easy

For security purposes this will be to log a repair. matched to the details held in our housing system and only then provide your current information Pay your rent and see how from our system to your device in much you’ve spent! ‘real time’ Glendale will continue to provide grounds maintenance services on behalf of North Star for the next four years. To find out more about 3. Set a four digit pin code to secure your access. Glendale’s service, visit northstar.glendalelocal.co.uk.

20 21 OUR SERVICES 2016/17 AREA INSPECTION PROGRAMME

Approx. Date of Housing Approx. Date of Housing Area to be Inspected Meeting point Area to be Inspected Meeting point time Inspection Officer time Inspection Officer

Meet at the Community Centre on Kirsty 06/10/17 Alex Belle Vue, Hartlepool Kendal Road 10.00am 11/01/17 Darlington Cockerton 3.00pm Smith 31/10/17 Newton

Norton Grange and St. Michael’s Meet at bottom of Trefoil Court Clare Harrowgate Hill, Wellbeck Avenue, Swale 06/10/17 Alex 10.00am 10/01/17 Darlington 10.30am Court in Norton Ambrose Grove, The Pastures and Gobart Court 31/10/17 Newton

Jayne Thornaby Meet at the Hub 10.00am 17/01/17 McDonald Need to get in touch with your Housing Officer? You can contact them using the details below:

Grange Road, Montrose Dorothy Hague Clare Ambrose Rebecca Kelly Caroline Street area & Front of Grange Road Flats 10.00am 10/01/17 01642 796215 01642 796228 01833 694409 Dargue Middlesbrough 07720 597 794 07714 083 565 07803 624 155 [email protected] [email protected] [email protected] · Middlesbrough Town Centre – · Stockton town centre · Consett Granville Road, Albert Terrace, Park · Norton Grange · Hamsterley Albert Terrace and Park Road Granville Road meeting outside Dorothy Road North area · Norton inc St Michaels Ct & · High Etherley 10.00am 11/01/17 North in Middlesbrough number 13 Hague Churchland Gardens · Kings Court, Barnard Castle Keith Hadlet · Ramshaw 01642 796214 Pauline McDonald · Staindrop 07720 597 792 01642 796 240 · St Helens, Auckland [email protected] 07713 114 345 · Wellgarth, Evenwood Pauline · Woodland Hardwick in Stockton Meet at Aspen Gardens car park 9.00am 13/01/17 · Middlesbrough Town Centre – west [email protected] McDonald of Road i.e. Gresham, · Hardwick, Stockton Ayresome Street, Kensington Road. · Stillington Sarah Meeson · West Lane · Thirsk 01833 694 406 · Acklam Green · Stokesley 07702 332 306 Dondeen Avenue and The Pauline · Grove Hill · Great Ayton [email protected] The Dialstones carpark 10.00am 26/01/17 · Stainsby Hall · Northallerton · Butterknowle Dialstones in Thirsk McDonald · Scotton · Cotherstone Caroline Dargue · Ampleforth · Evenwood – Copeland Row, Fairfield, 01642 796235 · Swainby Newholme Crescent & Shirley Close 07834 133 486 · Ovington Clare [email protected] Alex Newton – managed from Teesdale · Stainton Grove Stockton Town Bishopton Road 9.30am 23/01/17 Ambrose · Middlesbrough Town Centre – 01642 796239 · Whorlton Grange Road & Montrose 07720 597 815 Street area [email protected] Alex Newton · Berwick Hills · Darlington 01642 796239 3.15pm · Middlehaven 07720 597 815 Eden Crest Alex Gainford 3.30pm 10/01/17 · Boyd Estate Suzanne Bellas / Nicola Stout [email protected] Station Court/Orchard Grove Newton · Redcar 01833 694403 / 01833 694401 · Barnard Castle including Gloucester · East Cleveland 07720 696066 / 07834 133 471 Place and Hollinside · Guisborough [email protected] · Gainford Entrance to Sudburn Avenue through 2.30pm [email protected] to Coronation Gardens, Broumley Court, 3.00pm Rebecca Kirsty Smith · Bowes 03/11/17 Staindrop, Ingleton Hartley Close, Winston Road/Court 01642 796216 · Cockfield & Grice Court, School Houses, Manor 3.15pm Kelly 07720 597798 · Copley Cottages/Rd/Gainford Rd 3.45pm [email protected] · Eggleston · Hartlepool · Ingleton · Mickleton Entrance to the Green from the Sarah Stainton Grove 10.30am 03/11/17 Jayne McDonald · Middleton in Teesdale roundabout Meeson 01642 796258 · Romaldkirk 07834 133 491 · Startforth [email protected] · Thornaby

22 23 OUR SERVICES Safe and Sound

NEED A HAND? If you need a bit of extra help around the home with those odd jobs, we can offer a helping hand! We’re working with Four Housing to provide a Handyperson service to carry out small jobs (that take up to two hours) inside and outside your home! You’ll need to be over 60 or living in a household where an occupant has a disability to qualify for this free service. Get in touch… What jobs can the Handyperson help me with? Call: 03000 11 00 11 [email protected] • Replacing light bulbs Email: • Trimming and fixing carpets Visit: www.northstarhg.co.uk • Replacing toilet seats Write: Handyperson Service, • Moving pieces of furniture • Putting shelves up Endeavour House, St Marks Court, Thornaby, • Putting curtain rails and curtains up Stockton-on-Tees, TS17 6QN Isolation & loneliness are • Fitting telephone extension leads real issues for elderly IS YOUR and vulnerable people. HOME INSURED?

We make it easy for you to insure your belongings under a special household contents insurance scheme. The insurance is arranged with Royal & Sun Alliance Insurance You can’t be there We’re here to provide 24/7 support plc and is only available to North Star tenants. every time, but we whenever they should need it. Many customers believe that North Star automatically insure their Call us today to find out more: furniture, belongings and decorations against fire, theft, vandalism or can. Make sure your water damage, such as burst pipes. But this is not the case! loved ones have 01642 771339 Don’t wait until it’s too late! Insure you home now. To find out more information, and apply, visit our website and download support this winter. [email protected] the Household contents insurance leaflet http://www.northstarhg.co.uk/your-home/your-tenancy/insurance/ Or call 03456 718 172.

24 OUR SERVICES WHAT ARE STAY WARM NORTH STAR’S THIS WINTER! OPENING HOURS Freezing temperatures can cause damage to pipes and heating systems, so to help keep you warm this winter we’ve put together OVER CHRISTMAS? some simple tips! On Friday 16 December the office will open at9am as usual, • If you are going away for some weeks during the winter, leave the but will be closing for the day from 11am. heating on a very low heat. Our offices will then open again onMonday 19 December at 9am • In very cold weather keep your heating on all the time on a very low heat. and will operate as usual until 5pm on Friday 23 December when You may want to open the loft hatch to allow heat into the loft. This will the office will close for Christmas. help prevent pipes from freezing. • Know where your stop-tap is. This is where the water pipe enters the We will reopen at 9am on Tuesday 3 January 2017. house, usually under the kitchen sink or in the bathroom. We hope you have a very Merry Christmas • Know where the gate-valves for the hot and cold water tanks are. and a Happy New Year! They are usually by the hot water and cold water tanks. • Make sure that you can easily turn all taps and valves. HOW DO I REPORT What to do if… Repairs…did you know? A REPAIR OVER CHRISTMAS? You have frozen pipes: When we book an appointment for your • Turn off the water at the repair, you’ll be allocated a time slot in If it’s an emergency, please call us on our usual number 03000 main stop-tap. the morning or afternoon. This window 11 00 11, where you will get through to our out of hours service. • Leave the pipes frozen but you of time is for the repairs contractor to may try to thaw them using hot arrive between, and does not include If the repair isn’t an emergency, you can report this online and water bottles. the time taken to complete the it will be dealt with as soon as our offices reopen. • If the hot water system is frozen, repair. Please keep this in mind when turn off the water heater. arranging your availability on the day www.northstarhg.co.uk/your-home/repairs/report-a-repair/ of your repair. Your pipes burst: • Turn off the water at the main stop-tap. • Turn off any water heaters. • Turn on all taps to drain water from Your internal joinery, such as the system (this may take about 15 internal doors and skirting boards minutes). will not be replaced unless beyond • When the water stops running, turn repair. Decorations, such as painted all the taps off. walls and wallpaper, are your • If electrics are getting wet, do not responsibility. If you’re unsure you touch them, turn off the electricity can refer to our repairs guide online at the consumer unit (fuse box).

If you need further advice please www.northstarhg.co.uk call our Customer Service Team on /your-home/repairs/guide/ 03000 11 00 11.

26 27 North Star North Star brings together the skills, resources and values of Endeavour, Teesdale and Darlington Housing Associations.

We are a strong organisation with a clear vision of what we want to achieve for the people who live in our region – creating homes, building futures. GET IN TOUCH Phone: 03000 11 00 11 Email: [email protected] Online: www.northstarhg.co.uk Visit / Write: Endeavour House, St Marks Court, Thornaby, Stockton-on-tees, TS17 6QN 14a Redwell Court, Harmire Enterprise Park, Harmire Road, Barnard Castle, County Durham, DL12 8BN