Tenant Newsletter Summer Edition 2019

If you require this newsletter in a different format, then please contact the TenantParticipation Team on 01248 752166 or email tenants@.gov.uk Content

A word of welcome from the Head of Service 2 Meet the Team 3 Who’s Who? 3 An introduction to The Housing Options Solutions Team 6 Anti-Social Behaviour & County Lines 8 New Council Housing Developments 11 Monitoring Group Housing Tour! 13 Downsizing 14 ADTRAC 15 ‘STAR’ Survey 16 You Said We Did! 16 Recruiting Digital Champions 17 Universal Credit 17 Renting Homes () Act 2016 18 Environmental And Improvement Fund 19 Tenant Participation News! 20 Opening of Maes William Williams VC, 21 TPAS Cymru 22 Consultations 22 Focus on Digital - Save Time – Get Online! 23 Tenant Information About Gas Safety 25 Living in a Box? 26 Energy Wardens 28 Competition Time! 29 Staff Awards 30 Fun Page! 31 Useful Contact Numbers 32 A word of welcome from the Head of Service

Welcome to the Summer edition of the Housing Service’s Tenant Newsletter.

We have a busy and exciting time ahead of us in the Housing Service as we progress our ambitious programme to increase the Council’s housing property. During the next few months we will start building 25 new council houses across 5 sites.

The Isle of Anglesey County Council is one of 11 Councils in Wales that has retained its housing property and we recognise the need for more affordable housing, and in the long term we will see the council’s housing property Ned Michael increase from 3,800 homes to over 5,000 homes for the residents of Anglesey. Head of Housing Service The Isle of Anglesey County Council was the second Council in Wales to meet the requirements of the Welsh Housing Quality Standards back in 2012. During 2019/20 we will continue to invest in our Council housing property to provide our tenants with the best quality homes and £7.4m has been earmarked in our budget to invest in our housing property.

We are also aware that more people are living longer so we are looking at how we can face this challenge by ensuring that our housing property meets the requirements of an ageing population. The Housing Service has invested significantly in upgrading the former Llawr y Dref sheltered housing scheme in and during the spring we will start to let these homes that have been allocated for people aged 60+.

During the coming year we will also invest in our information systems in order to give our customers more ways of contacting us. Our aim is to enable you, our customers, to contact us on-line to access many of the services we offer.

By the time this newsletter reaches you, you will have received a copy of the Star Survey through the post. We would be grateful if you could complete the survey and return it to us. There will be a prize draw at the end. Housing Service needs to know how you feel about the service we provide to our tenants.

By conducting this survey every few years, we can see whether or not the service provides a quality service and it is an opportunity to hear about your requirements as tenants.

I’m very pleased that more and more tenants are taking part in participation events, it is a partnership that works well and I would like to thank all of those who give their time to attend the Housing Service’s forums and meetings.

2 Meet the Team

Tenant Participation Team update: Holding the fort this year are the Tenant Participation Officers; Llio Rowlands, Nikki Owen and Bethan Pari Jones.

Nikki Owen has returned from maternity leave. Bethan will be with us until September 2019.

‘We’ve re-established many tenant groups and have been busier than ever this year with recruiting new tenants to get involved. We successfully recruited 6 new members to participate in our groups. The more tenants we get involved in activities, the better our services will be!’ Said Llio.

‘The last 6 months has been a whirl wind of activity and it’s been a pleasure working closely with our tenants making a difference to the services.’ Said Bethan.

Nikki Owen Llio Rowlands Bethan Pari Jones

Who’s Who?

Meeting the Teams

We’re often told by tenants that they would like to know more about the services we provide, and get to know the staff who deliver these services. In this edition, we’re focusing on the Housing Support Team and the Customer Service Team.

Housing Support Team The Housing Support Team are based within Housing Services and are funded by Supporting People. We can support people across the whole island.

We provide a free, short term general (floating) support service, for people finding it hard to manage their home and stay independent in the community. Our Support Officers can help people deal with a crisis and improve people’s skills and confidence to take control of their life, and make their own decisions.

3 What can we help with? • Setting up and settling into a new home • Reporting repairs, sorting out rent and other tenancy issues • Managing money, bills and budgeting • Filling in forms and writing letters • Accessing welfare benefits • Arranging appointments and meetings • Accessing other services we think might help you • Developing life skills such as cooking, cleaning and shopping • Accessing training, education and employment • Access leisure activities • Staying in contact with family and friends

We can’t help with personal or health care.

How do I access the Service? If you think that you or someone you know would benefit from housing related support, you can either refer yourself or give your permission for someone else to make a referral on your behalf. You can request a referral form by e-mailing the Single Point Of Access officer at [email protected] or telephoning 01248 751937. An online referral form is also available at : www.anglesey.gov.uk

Meet Carrie, Senior Housing Support Officer.

My name is Carrie Hughes, I was recently appointed as a Senior Housing Support Officer overseeing the Generic Housing Support team. I have been employed as a Housing Support Officer since the service started in June 2013.

Prior to this, I have worked in various support based roles, including homeless hostels since I left university and I really enjoy this line of work.

Working in Housing Support involves dealing with a real variety of service users and circumstances and no two days are the same. We support people to deal with issues that impact on their housing situation and help people to maintain their tenancies and avoid losing their homes, by encouraging them to engage with relevant agencies and services. We work alongside individuals to enable them to be able to support themselves and to become independent in the long run. I enjoy helping people and find my work rewarding, seeing the positive results first hand and watching people flourish, but also being there for them when they are struggling through traumatic or difficult situations.

4 Customer Service Team Putting a face to the voice

What’s the hardest part of your work? Supporting customers who are upset. People sometimes call in tears when they’ve been asked to leave their home.

What do you enjoy? ‘The satisfaction of knowing I’ve gone the extra mile to help someone, and making a difference.’

How do you relax? ‘I enjoy going to support Llanerchymedd Elizabeth Margret Jones has been a familiar football team on a Saturday. That’s what I call face in the Council for many years, having quality football!’ worked at the main reception desk for 12 years. Maggie joined the Housing Service in What’s your personal catchphrase? September 2017 as a Customer Service ‘Mwshi Bach’ Advisor, and is part of a very busy frontline team at the call center answering the phones. The team deal with a wide range of calls, including dealing with repairs and mainte- nance, general housing calls, homelessness, rent enquiries and much more!

Tell us about your work day? ‘It’s really busy and phones don’t stop ringing all day. Between dealing with phone calls and responding to emails we’re busy, busy, busy! There is always something to do, every minute of the day.’

What kind of calls do you receive? ‘A real mix of everything. No two days are the same.

I’ll be discussing rents or grants one minute and then helping someone to be registered on the housing list. I speak to people who are at risk of losing their homes too.’

5 An introduction to The Housing Options Solutions Team

They are a team of four, which includes one Private Landlord Liaison Officer.

Our Private Landlord Liaison Officer is John Hughes. John joined the Housing Service in 2017, and John’s role is to work with private landlords on the Island to offer them advice and assistance.

With an ever increasing demand for housing, it important that we make the most of the private properties that may be available on the island, and by working closely with private landlords John is able to match people to available properties.

What John likes most about his role – ‘’Making a difference to the lives of people who are homeless or at risk of homelessness by finding suitable, affordable and sustainable private rented accommodation, thus reducing the number of homeless people in Anglesey.”

Our Housing Solutions Officers are:-

Cheryl Appleton-Owen – Cheryl has been working in Housing Services since 2012

Mared Jones – Mared has been working in Housing Services since 2015

Dewi Parry – Dewi, is our newest team member. Dewi joined our team in October 2018 after working for Conwy Council for over 7 years

What do the Solutions Team do? The most important job of this team is that they are responsible for the Council’s Housing Register more often referred to as ‘The Waiting List’. The most important part of this role is managing the

Common Housing Register, more commonly known as the Housing Register and allocating Council properties as and when they become available. The team also allocate all Council Houses on the Island. “ “ Did You Know’ Housing Services manage over 3,800 homes on Anglesey If you’d like to know more about this process the full Policy is available on the council’s website. Simply type ‘Common Housing Allocations Policy’ into the search field.

‘Did You Know?’ Anglesey Council manage the ‘Waiting List’ and this is used by all “ the Partner Landlords on the island. When Grwp Cynefin, Clwyd Alyn or North Wales Housing “ have a property to let on Anglesey they use this list to allocate their homes too! Once on the waiting list you can be offered a home by any of the partner landlords.

6 TENANT QUESTION -

My friend/family member would like to rent a Social Housing home. What do they need to do? The quickest way to get on the waiting list is to phone the Council’s Housing Customer Services Team on (01248) 752200. Our Customer Services will:

• give them advice • send them an application form • confirm the information and documents we will need to process your application.

They can then bring everything to The Solutions team in Llangefni or post everything to Housing Services. The application will them be processed in line with The Common Housing Allocations Policy.

JARGON BUSTER – What is ‘Social Housing?’

When we talk about social housing we mean the flats, bungalows and houses that are managed by local councils and housing associations.

7 Anti-Social Behaviour & County Lines

If we receive a noise nuisance com- plaint, we will take the following steps:

1. The area Housing Management Officer will discuss the matter with the complainant and gather as much information as possible on the nature of the noise, and how often it occurs, and we will then agree with the complainant what course of action they would like us to take, which may include speaking or NOISE NUISANCE writing to the alleged perpetrator. 2. We will ask the complainant to keep a A number of complaints received by the diary sheet to document the dates, times Housing Department relate to noise nuisance. and nature of noise if the noise continues after the perpetrator has been advised Noise nuisance can include: of the complaint. These records may be • Loud Music / TV used as evidence by the Council if the • Parties at the address. problem continues and further action • Loud Voices. would be needed. • Domestic incidents. 3. If the noise does not improve and the • Raised voices. complainant has completed Diary Sheets • Barking Dogs we will pass these onto the Environmental • Everyday noise such as use of washing Health Officers who may be able to machines/ tumble dryers / vacuum supply noise monitoring equipment to cleaners. monitor and record the noise levels. Alternatively complainants with There are some noise complaints which the smartphones can register on the Noise Housing Department can deal with, and some App on the Council website and record the Council Department cannot deal with. the noise using their phones. 4. If the perpetrator fails to respond to The Housing Department CAN deal with formal requests to stop the nuisance, the issues such: Case will be escalated to one of our Loud music / TV, Barking Dogs, Parties (which are Anti-Social Behaviour Officers who can regular and cause a disturbance) apply to the Court for more formal intervention, and take action against their The Housing Department CANNOT deal tenancy. with issues such as: 5. Persistent noise complaints that do not Noises that are caused by lifestyle clashes such as improve and affect a large number of tenants getting up early and using appliances early residents may result in the Housing in the morning or late at night. Department applying to the Court for an Injunction to prevent them from behaving in and Anti-Social Manner.

8 ‘I’m Rachel and I am an Anti-Social Behaviour Officer. I work in a very busy team working with different agencies taking enforcement action and providing support. It is a very challenging and worthwhile role which I enjoy.’

‘I’m Mererid, one of the ASB Officers. I’ve been in role now for 1 year and I deal with many different challenges on a daily basis. Before successfully becoming an ASB Officer i used to be an Estate Management Officer.’

COUNTY LINES & ‘CUCKOOING’

There has been a lot of publicity recently about ‘county lines’ and ‘cuckooing’. You may have heard these terms being used, but what do they mean ?

9 County Lines - What is it? County Lines is a very serious issue where criminal gangs set up a drug dealing operation in a place outside their usual operating area, and work across a number of counties, often using public transport to move from area to area. These gangs use dedicated mobile lines and will recruit and exploit children and vulnerable adults to travel to locations elsewhere such as county or coastal towns to sell Class A and other dangerous drugs. Gang members will often use coercion, intimidation, violence and weapons.

What to look for? • A child or young person who seems unfamiliar with the local area. • A child or young person in a shopping centre or High Street or on public transport during school hours or unsocial hours • A Change in behaviour • Signs of assault and/or malnutrition • Access to numerous phones • Associating with gangs • Unexplained bus or train tickets • School truancy or going missing • Unexplained gifts (clothes, trainers) and cash • (The above list of behaviours is not exhaustive)

Cuckooing – What is it? An operating base is an essential feature of county lines gangs. ”Cuckooing“ is a type of crime where a drug dealer befriends an individual who lives on his or her own, the drug dealer moves in and takes over the property. Victims are often lonely, isolated and vulnerable and may be drug users themselves.

Signs of Cuckooing • An increase in people coming and going to an address, • An increase in cars or bikes outside, • Signs of drug use • Litter outside • A neighbour who hasn’t been seen for a while or when seen have been anxious or distant

Who to contact? If you have any concerns for yourself or any other person that may be being exploited by an organised drug gang, contact the Police by calling 101 or in an emergency by dialling 999. You can also report your concerns anonymously to Crime Stoppers on 0800 555 111.

You can also tell your Housing Management Officer on by calling 01248 752200 – we can discuss your concerns with you, and share information with the Police on your behalf.

10 New Council Housing Developments

There is an increasing demand for affordable Increasing our housing property is a key priority as houses on Anglesey, and the County Council has part of the Housing Revenue Account Business Plan continued on its ambitious programme to 2015 – 2045. Our list shows that there is a significantly increase its council housing property. demand for 1 and 2 bedroomed properties and during the next months we aim to develop a total The programme, which is a part of a 30-year of 25 properties across the island. plan, has started development at Maes yr Ysgol in , building 4 new 1 bedroomed bunga- This is all possible due to the financial support that lows for older people. we have received from the Welsh Government and work is already progressing in Holyhead, helping The Isle of Anglesey County Council’s Housing provide significant flexibility in terms of increasing Portfolio Holder, Councillor Alun Mummery said, housing property, increasing investment in existing homes and regenerating communities.” “Anglesey’s Housing Service has made a commitment to increase our housing property from 3,800 to 5,000 properties within the next thirty years.

Maes yr Ysgol, Holyhead Maes yr Ysgol, Holyhead

Gwynfa Hall, Holyhead Gwynfa Hall, Holyhead

11 Stryd Vulcan, Holyhead Stryd Vulcan, Holyhead

Ty’n Coed, Moelfre Ty’n Coed, Moelfre

Tre Ifan, Caergeiliog Tre Ifan, Caergeiliog

Maes yr Ysgol, Holyhead 4 x 1 bed houses. Tre Ifan, Caergeiliog 6 x 2 bed houses. Ready Ready: July 2019 March 2021

Gwynfa Hall, Longford Road, Holyhead 6 x 1 For further information regarding the above bed flats. Ready: January 2020 developments, please contact Trystan Evans, Housing Development Manager – Vulcan Street, Holyhead 2 x 2 bed houses & 4 x 01248 752200 1 bed flats. Ready: January 2020 [email protected]

Tŷ’n Coed, Moelfre 2 x 2 bed bungalow & 1 x 1 bed bungalow. Ready: December 2019 12 Monitoring Group Housing Tour!

Tenants who are members of the Housing Department’s Monitoring Group were recently given a tour around new developments on the island.

The tenants were invited on a trip on the 5th of April to see how work is progressing on the programme to develop homes and to build new houses.

Bethan Pari Jones, Tenant Participation Officer said, “The tour was an opportunity for the tenants on the panel to see for themselves the type of work that is being undertaken by the department in the villages and towns of Anglesey. These members are loyal attendees of our tenant participation meeting which help us to steer services, therefore today was an ideal opportunity for them to see developments for themselves.”

Llawr y Dref was the first port of call. The site has been impressively transformed into 25 flats for older people and people with disabilities. We popped over to Hafan Cefni, brand new flats in Llangefni which the Council helped to develop. Betty Williams, a council tenant for 34 years said, “I love these flats in Llangefni – I’m ready to move in myself!”

The Community Hub in Maes William Williams, Amlwch was the next port of call. It is estimated that £250k has been invested through ICF Grant (Intermediate Care Funding) in the building to convert it into a valuable community asset. The hall is fully booked all week and offers various activities for the whole community.

Before the end of the tour, we visited Maes Machraeth in Llanfachraeth to see the work that has taken place to upgrade the windows and roofs of the bungalows before moving on to Treseifion in Holyhead to see the work that is being carried out there.

“It’s obvious that the council is investing significantly in their property and the standard is very high and continues to improve. Today has been an eye-opener for me as a council tenant to see all the development that is taking place”, said Bleddyn Rowlands.

If you would like to join one of our tenant panels, contact us on [email protected] for more information.

13 Downsizing

Do you live in a four bedroom property that has become too big for your needs? Would you be interested in downsizing to a smaller house?

If so, the below information may be of interest to you!

Anglesey Council are currently supporting a number of families who are looking for larger properties on the Island. We also know that there are a number of tenants living in properties which may have become too large for their current needs. We are keen to speak to tenants who live in four bedroom council properties whom may be looking to downsize due to one of the reasons below.

• You are affected by bedroom tax and paying for additional bedrooms is making it difficult for you to manage financially • Your children have left home and the council property is now too big for you • You are interested in sheltered accommodation, which could provide certain adaptations alongside Telecare support • You want to move to a location which is nearer to your network of friends or family

If you would like an informal discussion about downsizing, please contact the Housing Customer Services team on 01248 752 200.

14 ADTRAC

ARE YOU (OR DO YOU KNOW SOMEONE WHO IS) AGED 16-24 AND LOOKING TO GET BACK INTO EDUCATION, TRAINING OR EMPLOYMENT?

If so, ADTRAC may be able to help.

The ADTRAC project helps young people aged 16 - 24 years living on Anglesey to overcome barriers and to learn new skills to get back into education, training or employment.

ADTRAC can offer: • A bespoke mentoring service to help you to develop a personalised action plan to guide you on your journey; • Support to develop your confidence and overcome any barriers which prevent you from progressing; • Welfare and wellbeing support (including the opportunity to access provision for mild/moderate mental health needs from Betsi Cadwaladr University Health Board); • Access to qualifications and training which will enable you to reach your goals; • Employability support (to help you get and stay in a job), this can include work tasters, work experience and volunteering

For more information please contact [email protected] / 01248 752921

Keep an eye out for information sessions in your areas soon!

15 ‘STAR’ Survey

By now, you should have received a copy of the STAR Survey. We kindly ask that you complete this survey and return as soon as possible. You’re feedback means a lot to us! It’s a way for Housing Services to gather your opinions on services we have provided, find out what’s important to you, and allows us to make positive changes where possible. Without your feedback it’ll be incredibly hard for us to identify where we need to improve.

JARGON BUSTER – What is a STAR Survey? Satisfaction survey of tenants and residents.

When you send the completed survey back to us, you’ll be entered into a prize draw of £250 towards your rent account OR a high street voucher!

PRIZE DRAW - Prizes up for grabs! 1st place £250, 2nd place Android Tablet, 3rd place £50 shopping voucher

You Said We Did!

We take what you tell us seriously, and as a result of feedback from attendees of the Sheltered Housing Forum who said they wanted to be more involved in YOU WE The community and make use of the Said Did communal lounges in their areas, and also that they would like to be have a bet- ter understanding of digital platforms we created: Tenant Digital Inclusion Panel: We created a new panel where Llais y Tenant / Tenant Voice groups: interested tenants can contribute to the Tenant Participation Officers visit the way the Council communicates digitally communal lounges weekly encouraging with tenants and residents. residents to attend for a cup of tea and a chat, and we use these sessions to consult ‘Tea Cake and Technology’: Sessions with tenants in an informal relaxed way on were arranged across the island, as an things that may be going on in the opportunity for tenants to meet with staff Department, and we always end with who could show them how to use digital an activity such as Bingo or a quiz! platforms such as mobile phones, tablet devices and laptops comfortably and safely.

16 Recruiting Digital Champions

Are you digitally minded? Have you got some time to spare ? Would you like to support other tenants and residents in your community by sharing your digital skills? If so, get in touch!

We will offer you FREE training with Digital Communities Wales and then get you connected with other tenants for you to support.

For more information or to put your name down please contact the Tenant Participation Team on 01248 752983 or by email: [email protected]

Universal Credit

The roll out of Universal Credit is now live on Anglesey since 5th December 2018. The Housing Department have and will continue to support those affected.

If you would like more information about Universal Credit please call our Customer Services Advisors 01248 752200 / [email protected]

17 Renting Homes (Wales) Act 2016

In the last edition of the newsletter, we mentioned that Welsh Government were intending to implement the above legislation during 2019. As a Council, we have not had any recent updates from Welsh Government as to when exactly it will be implemented. We will share updates on the Council website as and when we have them.

Why are these changes being made ? The Government wants to make it simpler and easier to rent a home, and replace the various and complex pieces of existing legislation with one clear legal framework.

This is nothing to worry about and we will advise you nearer the time what the changes will be.

JARGON BUSTER – What is ‘legislation’?

It is a law or set of laws that have been passed by Parliament.

What are the main changes?

• Tenants will be known as ‘Contract Holders’. • Your Tenancy Agreements will be known as an ‘Occupation Contract’. • The contract will be simpler to understand.

You can also visit this website for further information: www.cih.org/cymru

18 Environmental And Community Improvement Fund

What can you apply for?

A communal project that benefits as many tenants and leaseholders as possible. A few suggestions for potential schemes may include:

• Landscaping - any areas that would benefit from planting shrubs that the community could then maintain • Site Clearance - removing under growth to make the neighbourhood look tidier and be safer • Pathways - improve access to a building • Fencing - any small changes that would improve community security • Lighting - on a building or in a murky area that would make locals feel safer Every year we help tenant, residents • Signage - to make it easier for and community representatives make visitors to find oury estate a difference in their communities by • Recycling - where the releasing money (up to £5,000) from re-positioning or installation of the Environmental and Community containers would help keep the area Improvement fund. tidier and make recycling easier • Community Clean-up days We recently received applications from 8 communities and the Environmental Panel (Please note that these projects are for met recently to consider and approve the communal areas only and not for individual applications. We will bring you updates on properties / gardens) these projects in the next newsletter ! If you feel your estate would benefit from The application process will re-open again any of the above, please contact the Tenant between January- March 2020 – keep an Participation Team to discuss the application eye out on the Council’s website for further process 01248 752983 / 01248 752166 information – a reminder will also be issued in the next newsletter.

19 Tenant Participation News!

We’ve recently re-established some tenant group and also introduced some new ones!

Re-established Groups: • Anti social behaviours Forum • Repairs Forum • Publications Panel

New Tenant Groups: • Digital Panel • Tenant Voice

Future Groups to establish: • Young Tenant Group • Health and Safety Focus Group

The Publications Panel have designed their own logo! This logo will now be on all publications that have been reviewed or created by the Panel. This Panel ensures that all publications we have within Housing Services are easy to read and understand and ‘jargon free’

A big thank you and congratulations to all tenants involved in this group!

To get involved with Housing or if you have any suggestions for other new tenant groups we could consider, please contact Llio or Bethan on 01248 752983 / [email protected]

Your views and opinions are really important to us in order to keep improving our services to you!

20 Grand Opening Of Our First Community Hub Maes William Williams VC, Amlwch

Tenant and community engagement will be paramount to the success of this project, ensuring the needs are met through the sharing of ideas and suggestions on how to take this forward.

The Tenant Participation team would like to express their thanks and appreciation to all volunteers on the day for their support and hard work.

Also a big thank you to OBR Construction, Terry Barton – Planned/Capital Works/ Adaptions Team Leader, and Brian Jones - Integrated Care Fund Programme Manager for making this transformation become a reality.

The hub is now full of different activities running daily and is open for anyone to attend! Please contact the Tenant Participation Team if you require a copy of the activity list: 01248 752983 / We had a successful official opening day at the 01248 752166 or [email protected] newly refurbished Community hub at Maes William Williams VC, Amlwch on 1st March 2019, where tenants, partners and other local people attended to take part in the celebration, and learn more about the types of activities and workshops that will run from the hub.

Adopting a community hub model, money from the ICF fund (Intermediate Care funding) has helped developed the communal facility, which is within reach of approximately 65 vulnerable elderly people in Amlwch, and includes a modern comfortable communal lounge, easy access inside and out, which allows for circulation around the scheme providing an age friendly outdoor environment.

In addition to ICF funds, the Housing Revenue Account (HRA) has provided top-up funding of concentrate on improving the appearance of the accommodation area.

21 TPAS Cymru

We work closely with TPAS Cymru, who work with Landlords and tenants to help shape how housing services are delivered, encouraging landlords to ensure that tenant participation is at the heart of everything they do.

The also offer a wide range of courses that are open to tenants and that are designed to promote positive change.

Visit their website at http://www.tpas.cymru/services to learn more about TPAS Cymru and if you come across a session you’re interested in, please let Llio or Bethan know! This is a great way of having a better understanding and purpose of Tenant Participation and how important your contribution is.

Consultations

The Tenant Participation team have been working really hard through January – March 2019 consulting with Sheltered Housing Tenants about the use of their communal lounges.

We have 23 lounges on the island intended originally to be available for use by sheltered housing council tenants, with running costs met through the Housing Revenue Account. We found that a number of these lounges are not currently used by existing tenants, and we considered how we could make better use of the spaces by turning them into additional units of accommodation.

With an expected 30% increase in our ageing population within the next 5-10 years, we need to consider we felt this could be a sensible solution.

Six estates have been identified initially, where usage of the lounge was minimal and we undertook a consultation exercise with residents of the estates,along with other key stakeholders, with a view to closing the lounges.

THE RESULT: It was unanimously decided that the lounges should be closed, which Housing Services are now planning on converting into additional units of accommodation.

The 6 communal lounges that have now been closed are:

Tre Rhosyr, Niwbwrch, Gerddi Stanley, Biwmares, Bryn Tirion, Biwmares, Tyn Caeau, Llanfairpwll, Awel y Mor, , Waun Dirion,

22 Focus on Digital - Save Time – Get Online!

New Isle of Anglesey County Council Website

Do you know that the Council Website has been updated, it is now easier to find the information you are looking for and send online enquiries direct to Housing Services as well as all other council departments. If you register for ‘My Account’ there are many online forms that you can use to report issues or find out information on council services. You can use My Account on your laptop, tablet or smartphone via AppMÔN. Try out the new website online at https://www.anglesey.gov.uk

AppMÔN These are just some of the forms available The County Council’s secure and fully on My Account and AppMÔN: bilingual, app makes it easy to request services or report problems anytime, • Fly tipping anyplace or anywhere using your smart • Street light phone or tablet. Whether it’s reporting • Potholes a faulty streetlight or pothole, finding out • Broken pavements about local events or requesting new • Request new recycling bins recycling boxes, AppMÔN lets you do it • General enquiry form all at the touch of a button. Look for the • FOI form Housing Icon to see the various forms • Nuisance Garden Bonfires you can use to contact Housing Services. And many more to come including the AppMÔN is quick and FREE to download ability to pay for services via a mobile device.

23 Why should I use Digital Services?

84% of households now have internet 15c Estimates suggest an online access* transaction costs the council 15p

92% of those using the internet use it Telephone interaction costs £2.83 daily* £2.83 While a face to face transaction Requesting a service online is cheaper £8.62 for you and for the council. costs £8.62

Since January 2019 Housing Services working together with tenant groups to review our online services and make them better for those who want to contact us or find out information online. So far we have:

• Set up a tenant and officer Digital Inclusion anel,P to ensure that tenants are at the heart of everything we do. • Reviewed the Housing Services AppMÔN online forms. • Worked with tenants to map out the Housing Services customer journey on the council website, and improved the information flow. • Analysed our incoming telephone calls, reduced the number of call options. Utilised the findings to strengthen online information. • Held 11 Tea, Cake and Technology sessions with tenants on our sheltered housing estates. • Begun work on a new TAI MON digital website. When complete, users will be able to log into their tenant accounts to manage their tenancy, pay rent online, request repairs, apply for social housing (due for completion Dec 2019) • If you are interested in helping us with our digital programme, we would love to hear from you. Please contact the Housing Services Information Systems Team by emailing [email protected] • For more information Isle of Anglesey Digital Island Strategy visit https://www.anglesey.gov.uk/en/Council/Digital-Island

Useful Websites for learning more about using the internet

Barclays Digital Wings https://digital.wings.uk.barclays/for-everyone/topics-and-modules/ Microsoft Digital Literacy https://www.microsoft.com/en-us/digitalliteracy/overview.aspx Learn My Way https://www.learnmyway.com/

24 Tenant Information About Gas Safety

Why Does My Boiler Need Inspecting/Servicing Every Year? As your Landlord, we have a legal duty of care to all our tenants to make sure that your gas appliance is safe to use.

Your gas boiler will be serviced annually by a Gas Safe registered engineer.

We may bring your gas boiler servicing forward to improve overall efficiency. We may also contact you to undertake auditing and quality checks.

What Do I Need To Do? Make sure that you will be available on the day of the gas service appointment. If the appointment is not convenient, please re-arrange with the housing maintenance team 08081 685 652 (free to landline) who will attempt to find a time slot that suits ou.y

Once you’ve had your gas servicing date, please make sure you’re available or phone the Maintenance Department if your circumstances change.

What You Do If You Can Smell Gas In Your Home?

CALL THE NATIONAL SERVICE EMERGENCY LINE ON 0800 111 999

DON’T SMOKE

DON’T LIGHT MATCHES OR CIGARETTE LIGHTERS

DON’T TURN ON OR OFF LIGHT SWITCHES OR ANYTHING ELECTRICAL

PUT OUT ANY NAKED FLAMES SUCH AS CANDLES

OPEN ALL THE DOORS AND WINDOWS

TURN OFF YOUR GAS SUPPLY AT THE METER (AND LEAVE IT SWITCHED OFF)

25 Living in a Box?

© ITV / Big Talk

Homelessness is often discussed in the media as Rhiannon, one of our local tenants here on it is a problem that isn’t disappearing. In March of Anglesey said: “I never thought that I would be this year, the programme ’60 Days On The Street’ homeless, but as a result of my circumstances, was shown on Channel 4. Also, the subject was that’s what happened to me. Unfortunately, my covered in the comedy drama Cold Feet on ITV parents weren’t in a situation to help me as their when we saw one of the main characters, David, house was full and I was looking for a place for a middle aged man with a good job, becoming my child and I. I had no choice but to contact the homeless. He stayed at his friend’s house for a Council to ask for help.” while then slept in his car before sleeping at the airport. Things became a lot worse for David Rhiannon was assessed by one of our housing before they improved. Unfortunately, his story is options officers and was placed in a hostel while not unique. It wasn’t just imagination that inspired she was pregnant and was then housed in a bed the story but a genuine crisis that is happening and breakfast. all over the country, even here in Anglesey. “It’s difficult to believe that I found myself in such In a recent interview, John Thomson, one of the a situation. I’m a young, local woman and I’m actors on Cold Feet said: “David’s storyline in fortunate enough to have good friends and family this series broke my heart. When he finds himself around me. But it could happen to anyone! We homeless. It’s so relevant now. There is a huge were in the bed and breakfast for six months crisis. A serious problem. Respectable people before we were given a permanent place to live. are finding themselves on the streets.” The circumstances were very difficult but the housing department were fantastic. I was given Below is a story of an Anglesey resident a council house and I turned my life around, who found themselves in need of assistance accepted training which means that I am unexpectedly. Names have been changed currently in good employment.” to protect their identity… >> 26 >> Sara F Jones, who is a Team Leader with the Am I homeless? Housing Options Assessment Team said: You are homeless if you don’t have anywhere “Rhiannon’s story is not unique unfortunately. to stay. In a normal week, we can get up to 20 or more phone calls and enquiries from people who are Legally you are also homeless if you: homeless or who are at risk of becoming homeless.” • have no legal right to stay where you are living If you think you could become homeless you • have somewhere to live but you cannot should contact our Housing Options Team as get into the property soon as possible by telephoning 01248 752200 • have somewhere to stay but someone or by visiting the Council Offices in Llangefni. else who normally lives with you as part of your family can’t stay there. Or you If you could lose your home in the next 56 days have somewhere to stay but someone we must help you to save your home or help else who could reasonably be expected you to find somewhere else to live. Depending to live with you can’t stay there, for on your situation, you may also be entitled to example your child(ren), partner or carer temporary accommodation. • have somewhere to live but it isn’t reasonable for you to stay there. For The Council’s main aim, of course, is to prevent example, if you (or a household member) people and families becoming homeless. are likely to suffer violence, abuse, Contacting us as soon as possible gives us threatening or intimidating behaviour. Or the best chance to help you stay in your home. if you genuinely cannot afford your We can often help you rescue the situation, as housing costs. Or if anything else means there are ways to help. it’s not reasonable for you to stay there, for example very bad conditions or very We can also help you find housing elsewhere, serious overcrowding and make sure you get help from other • have a boat, caravan or mobile home but agencies, for example if you need help with you have nowhere you can legally put it getting benefits so you can pay your rent, or if you need support to keep a tenancy.

You should contact the Housing Options Team and ask for help if: • you are staying with family or friends and have been asked to leave Sara F Jones • your landlord has asked you to leave or Housing Options threatened to give you notice Assessment Team • you are having difficulties with your Leader tenancy, or • you may become homeless for any other reason

27 Energy Wardens

The Council have recently invested into a scheme which is called ‘Energy Wardens’. They can:

• Advise tenants about maximising energy efficiency. • Assist with a Warm Home Discount application if you are eligible, which could mean a £140 reduction in your energy bill! • Assist with the Welsh Water ‘Help Scheme’ˆ if eligible, which could mean a £250 reduction in your water bill. If you’reˆ combined annual income is no more than £15,000 • Advise on energy efficiency techniques and methods within your property. • Suggest energy comparison sites • Support with energy saving at home • Teaching attitude change • Support with Nest applications (private sector) • Direct towards other 3rd sector agencies • Installation – bulb, radflek • Organizing and supporting local community events • Support with changing provider – U Switch etc • Explain bills • Explaining tariffs • Negotiating with energy provider

If you have any questions or wish to speak to any of the Energy Wardens, please see contact details below:

[email protected] 07733012993 [email protected] 07971470674 [email protected] 07976581225

28 Competition Time!

GARDENING COMPETITION: As the summer months are approaching we’d like to see some amazing pictures of your gardens in full-bloom.

£50 high street voucher or towards your rent for the winner of each of the following categories! • Best kept garden (for anyone with a private garden) • Best Vegetable Patch / Allotment • Best Young Gardener • Best Communal Garden (open to a group of tenants who maintain a communal garden for everyone’s benefit) • Best Pots and Baskets (This category is for anyone who doesn’t have a garden but has decorated the outside of their flat with flower tubs, hanging baskets and making the most of what little space you have.)

If you’d like to enter the above competitions, please send three photos of your garden along with your contact details to [email protected] or post them to Llio Rowlands, Tenant Participation Officer, Anglesey Council, Housing Department, Llangefni, Anglesey, LL77 7TW by no later than 12pm on 14th August 2019

BEST POSTER DESIGN:

An opportunity for artists to design a poster on either (or both) of the topics below

There will be a prize for 1st, 2nd and 3rd place. • Design a poster promoting the importance of recycling • Design a poster about the problem caused by dog mess

If you’d like to enter the above competitions, please send photos of your poster along with your contact details and age to [email protected] or post your poster to Llio Rowlands, Tenant Participation Officer, Anglesey Council, Housing Department, Llangefni, Anglesey, LL77 7TW.

The competitions are open to all ages (tenants and children of tenants). It will be judged by our Environmental Panel, which is a mixture of tenants and housing staff. The deadline for sending your entries in is 14th August 2019. The winning poster of each competition will be used as our promotional poster around our communities. We will also publish it on the Council website and corporate social media.

Prizes and certificates are up for grabs for each of the competitions. Winners will be notified by their chosen correspondence method and we’ll be sure to keep everyone informed of the winning entries in the next Newsletter !!

29 Winner Of Clear By Christmas 2018 Prize Draw

We are pleased to announce that our Clear By Christmas Campaign 2018 was won by a tenant from Newborough, although they were too shy to have their photo taken for the Newsletter, we’re sure the £250 prize came in handy !

Keep an eye in the next edition of the newsletter for more competitions!

Staff Awards

Each year, the Council hold their internal staff awards, which is an opportunity to nominate colleagues for outstanding work achieved over the year.

We are proud to confirm that in December 2018, Housing Services were successful in two categories, these being:

A team award for the Income and Arrears Team An individual award for Lesley Thomas, Supporting People Team

HUGE CONGRATULATIONS!!

30 Fun Page!

Colour me in!

31 Useful Contact Numbers

Cyngor Sir Ynys Môn / Anglesey County Council

Gofal Cwsmer / Cynnal a Chadw (24awr) / Customer Services: 01248 752200 Repairs & Maintenance(24hr): 08081 685652

Rhenti / Yswiriant Cynnwys Tai / Rents: 01248 752260 / 01248 752265 Household Contents Insurance: 01248 752260

Iechyd yr Amgylchedd / Galw Gofal / Environmental Health: 01248 752820 Care Connect: 08452 636603

Gwasanaethau Cymdeithasol / Rheoli Gwastraff / Social Services: 01248 752736 / 01248 752752 Waste Management: 01248 752860

DWP (Adran Gwaith a Phensiynau / Buddal Tai / Department of Work and Pensions): Housing Benefit:01248 752226 0845 6043719

Heddlu / Police Ysbyty / Hospital

Argyfwng / Emergency: 999 Ysbyty : 01248 384384

Dim Argyfwng / Non Emergency: 101 Ysbyty Cefni: 03000 853155

Ysbyty Penrhos Stanley: 01407 766000

Dwrˆ Cymru / Welsh Water British Gas

Cyflenwad Dwrˆ Mewn Argyfwng / Gwasanaeth Cwsmer / Emergency Water Supply: 08000 520130 Customer Services: 08459 555510/614

Llinell Rhoi Gwybod am Ddwrˆ / Cwsmeriaid Trwm eu Clyw / Leak Line: 08000 281432 Hard of Hearing Customers: 0800 371787

Ymholiadau Bil / Argyfwng Nwyˆ / Bill Enquiries: 08000 520415 Gas Emergencies (TRANSCO): 0800 111999

32 Useful Contact Numbers

British Telecom

Gwasanaethau Cwsmer / Hysbysu Nam / Customer Services: 0800 800150 Informing Faults: 0800 800151

Canolfan ailgylchu / Recycling Centre

Penhesgyn: 01248 752860 Gwalchmai: 01407 721136

Cyflenwyr Ynni / Energy Supplier

Manweb / Scottish Power: 0845 7292292 Norweb: 0800 555888

Flo Gas: 0870 5329580 LPG: 0845 7661111

SSE: 0800 9808831 E-on: 0843 7705036

British Gas (Cymraeg/ Welsh): 0800 072 8630 British Gas: 0800 0480202

Rhifau Ffôn defnyddiol / Useful Contact Numbers

Trwydded Teledu/ TV Licensing: 08708 501202 O’Toole Caergybi / Holyhead: 01407 760208

UC Ganolfan Gwasanaeth (Cymraeg): UC Service Centre (English): 0800 328 9344 0800 3281744

We would like to thank the Publishing Group for their contribution to this edition of the newsletter. It has been ‘Tenant Approved’

If you require a copy of the newsletter in another format, please contact the Tenant Participation Team on 01248 752983 / [email protected]

33