TENANT

MATTERS Winter 2018

INSIDE THIS ISSUE: COLIN’S WELCOME INNOVATIVE HOUSING PROJECTS

DATA PROTECTION SUMMER FUN EVENTS

DADS CAN AND MUCH MORE Contents & Contact Tenant Matters Inside this issue...

3 Colin’s Welcome 20 The Time Exchange 4 New Director of Housing 21 Forward Together Group 6 Innovative Housing Projects 22 Training & Skills Academy 7 Good as Gold 23 Rise 2 Inspire Project 8 Data Protection 24 Dads Can Summer Trips 9 Body Worn Cameras 26 Dads Can Outcomes 10 Meet MHA’s Board Members 28 The Making A Difference Awards 14 Helping You & Your 30 The Bridges Car Scheme 14 Final Reminder - Right to Buy 31 Tenant Network 15 Summer Fun Events 32 Coping at Christmas 16 A New Lease of Life 34 External Works 17 Your Area, Your Say 36 Domestic Abuse Project 18 Communities Lunch 37 Gas Safety 19 Pizza Making 38 Performance Indicators 19 Coffee & Computers 39 Puzzles

If you would like this Newsletter in a different format (e.g. large print or electronically) or in Welsh please contact Louise Davies on 01495 761104 or email [email protected]

0345 677 2277 [email protected] www.monmouthshirehousing.co.uk facebook.com/Monmouthshire.Housing Scan the QR code to twitter.com/mon_housing access the MHA website.

2 www.monmouthshirehousing.co.uk Winter 2018 Welcome

Colin’sWelcome to Welcomethe 2018 winter edition of Tenant Matters Firstly, I would like to thank everyone that voted for me back in the summer elections to join Housing’s Board. A bit about me... I am 72, born and raised a “man of Kent” and live in Raglan with my wife. My working life started as a Trainee Linesman with the South Eastern Electricity Board, joining the British Army in 1964 as a Battery Surveyor I moved to Germany in 1965 and changed Regiments in the Royal Armoured Corps. In 1970 I served in Northern Ireland for 4 months, then back to Germany until 1973 when we moved back to the UK. In May 1973 I moved occupations to the Kent County Constabulary and served in Royal Tunbridge Wells. In 1975 I took charge of my own Rural Beat outside of Ashford, Kent until 1979 when I decided to buy my own house and had to move on to Traffic Patrol from Ashford. I retired from the Police in 1993, taking a post of Registration and IT/Communications Manager with Pilgrims Language Courses in Canterbury. I moved to in 1999 where I worked on Computer and Network systems for British Aerospace at and General Dynamics at Oakdale until my retirement. I joined the Board in September and am also a member of Audit Committee. Since joining the Board I am learning a lot about Monmouthshire Housing Association and Social Housing in general. This includes the many issues and rules which affect Social Housing and the way it is funded and provided. I hope this newsletter provides you with an interesting read and all the information you need. Colin Marsh - Board Member

twitter.com/mon_housing 3 MHA News Tenant Matters

We Have a New Director ’m absolutely delighted to have been we make the best use of the homes available, appointed as the new Director of Housing by managing tenancies proactively and being Iand Communities, I am, however, no stranger the best landlord we can. to MHA, having worked for the Association We have a number of challenges ahead, which since 2010. Prior to joining MHA I worked for includes ongoing changes to welfare benefits, Monmouthshire County Council as an Area particularly Universal Credit, affecting tenants’ Housing Manager and spent much of my time income and new legislation (Renting Homes in the Caldicot and area. My career Act), which will require us to issue you all with in Housing spans 20 years, I live locally and new tenancy agreements next year. know the area very well. MHA is very special to me and I genuinely want the very best for It’s an absolute pleasure to be the Director our tenants and staff. This means providing of Housing & Communities, I know how hard customer focussed services, listening to you our staff work to support tenants who need and ensuring that we meet your needs and our help to sustain their tenancies. We expectations. will continue to invest in your homes and communities to ensure that we provide high It’s vitally important to me that we provide you quality homes and services that put people with the homes that you want to live in and the first. services you need for the best value your rent can buy. It’s my responsibility to ensure that It’s my aim to continuously improve services

4 www.monmouthshirehousing.co.uk Winter 2018 MHA News I would like to take this opportunity to introduce the rest of the Housing Management Team to you and encourage you to get in touch if there’s anything you wish to discuss call 0345 677 2277 or email customer.services@ monmouthshirehousing.co.uk Housing Heads of Service:

Cheryl Tracy, Head of Neighbourhood Services who is responsible for neighbourhoods, community safety and income recovery.

and make the best use of the resources available to us. We will achieve this by continuing to invest in our staff and use Amy Brine, Head of Sustainable new technology to work more efficiently Tenancies who is responsible for new and effectively. Going forward more of our homes, homesearch and customer services will be available digitally, allowing you services. to access services 24/7 if you choose to do so. We will also maintain a visible presence in our communities through our engagement activities ensuring that staff are well known to you. It’s really important to me that tenants continue to be at the heart of service delivery and there’s lots of opportunities for you to get involved with us.

Michele Morgan - Director of Housing & Kath Deakin & Sian Nicholas, Head Communities of Sustainable Communities who are Email: michele.morgan@ responsible for inclusion, engagement monmouthshirehousing.co.uk and wellbeing & support services.

twitter.com/mon_housing 5 MHA News Tenant Matters

Innovative Housing Projects Are Go MHA is currently building exciting new homes designs that will meet the needs of older with two innovative development projects in people, those looking to downsize and young Abergavenny & Caldicot. people looking for starter homes. The fantastic designs are both sustainable and flexible. The The exciting projects were successful in development projects both have common gaining approval for part-funding through characteristics in that they are being built on the Welsh Governments’ Innovative Housing existing MHA garage sites that date back to the Programme, and they have been developed 1960’s. The garages were under-utilised and in in partnership with MHA and Cardiff poor condition. Developing such sites will help University Welsh School of Architecture. Both meet the housing need that clearly exists in organisations have worked collaboratively to Monmouthshire. get the best possible outcome of innovative new affordable homes. MHA is utilising their existing skill base with its staff building the homes at both sites, with the The designs involved extensive consultation properties being of traditional construction. with members of the public, the design They have also been designed to achieve a council, an independent charity and the high rating of thermal performance and energy Welsh Government’s advisor on design. The efficiency. consultation has resulted in two new housing

6 www.monmouthshirehousing.co.uk Winter 2018 Tenant News So where are these developments ? Elm Road - Caldicot Construction of four, 1 bedroom, Mews type houses. The Mews house is narrow frontage dwelling. The mews house has a two storey MHA’s Good as Gold draw is a elevation fronting the main access with main quarterly free prize draw giving bedroom at first floor. The lounge/living space opens onto a rear garden/amenity space. five MHA tenants the chance The anticipated completion date for this to win £50. The draw is open development is April 2019. All the houses will to ALL tenants who keep up to be for social rent. date with their rent payments and are not in arrears. Congratulations to our latest good as gold winners:

Elm Road, Mews Type House - Architects Impression St Teilos - Abergavenny Construction of four, 1 bedroom, courtyard bungalows. The courtyard bungalow affords communal and private courtyards. This use of space allows compact dwellings to feel spacious and open whilst maintaining privacy and security. The anticipated completion • Ms Harris, Chepstow (Pictured) date for this development is June 2019. All the houses will be for social rent. • Mrs Morton, Abergavenny • Miss Lines, • Miss Caswell, Abergavenny You too could be in with a chance of winning; ensure your rent account is up to date. St Teilos Courtyard Bungalow - Architects Impression The next draw will take place on: 1st April 2019

Full details, terms and conditions are available on our website: www.monmouthshirehousing.co.uk

twitter.com/mon_housing 7 Feature Tenant Matters All data No Drama Find out what GDPR means for you haring data can make life easier, more rules. We have been working hard to make sure convenient and more connected. But your that we follow the rules and continue to keep Sdata belongs to you. So it’s important that your information safe. This includes: you know how it’s being used and that it stays • Training all our staff to make sure everyone safe. Data protection law makes sure all data knows what they must do is used properly and legally. The new General • Reviewing our Data Protection Policy to make Data Protection Regulation (GDPR) and Data sure that it complies with GDPR and the new Protection Act 2018, rule how organisations Act keep and use people’s personal information. • Reviewing what information we collect and Here at Monmouthshire Housing Association, making sure that we only collect and use we take data protection very seriously. The what you would reasonably expect new rules are only a reinforcement of what You have a number of individual rights under we are already doing. As a business we need GDPR (shown below) which dictate how we to process and store some personal and hold and process your data. We fully recognise sensitive information to be able to manage the the importance of these rights and are putting tenancies and offer the best services we can. resources in place to respond to them as We mostly collect and process data because needed while continuing to deliver our services we have a contract to deliver a service to you to tenants. or we have a legitimate interest to use the data, If you have any questions about mostly when we get in touch about what’s data protection please contact our going on in your local area. Customer Service Team on 0345 677 What we do with your information and how we 2277 or email customer.services@ keep and manage it must be in line with GDPR monmouthshirehousing.co.uk

Right to be informed - we will let The right to access - you can see you know why we collect certain what information we hold about information, how we will use it you. and store it. The right to rectification - The right to erasure - your you can ask for inaccurate or personal data can be deleted in incomplete information we hold certain circumstances. about you to be updated. The right to restrict processing The right to data portability - - how your personal data is used allows individuals to obtain and by us in certain circumstances. reuse their personal data for their own purposes. The right to object - you have the Rights relating to automated right to object to the processing decision making and profiling of your personal data in certain - where decisions are made circumstances. about you without people being involved.

8 www.monmouthshirehousing.co.uk Winter 2018 MHA News

Protecting You & Us Monmouthshire Housing Introduces Bodycams

Monmouthshire Housing has introduced the The use of body worn cameras will be tightly use of body worn video cameras by some of its controlled as the protection of our customers staff. They are routinely used by police, some is vitally important to us. An operating local authorities and housing associations procedure and a privacy impact assessment amongst others. The camera attaches to the are in place to guide the way in which the outer clothing of the operator, capturing images cameras are used with staff receiving training and sound producing a true recording of events, in their use. Customers will always be told that which can be used for review or as evidence. the camera is being used and operators will also wear a badge on their clothing saying that There are a number of benefits for both the camera is in operation. Images which are customers and members of staff: not required for any further legitimate purpose • Ensure the integrity of exchanges between will be deleted after 31 days. Images captured customers and staff may constitute personal data in the same way • Capture evidence of matters under discussion as a document or computer record and will such as repairs or property condition be accessible in the same way via a subject access request under the Data Protection Act. • Record conversations • Deter unacceptable behaviour towards Bill Fitzpatrick, Community Safety Manager members of staff at Monmouthshire Housing said, “Greater use • Reassure customers that their concerns are is being made of technology in a whole range accurately recorded of areas, which in the past have been areas of concern. Using cameras to capture images • Enhance the quality of service provided means that an unequivocal record is made The appropriate and proportionate use of which is easily retrievable, durable and a fair body worn cameras can deliver a level of safety, representation of the facts for the benefit of all reassurance and evidence gathering that is parties involved. This affords a greater degree critical to ensuring the well-being of all parties. of protection for staff and will ensure a better quality of service to customers. In addition, Body worn cameras will not be used all of body worn cameras have been shown to reduce the time, and we are mindful that there inappropriate behaviour therefore reducing any are privacy concerns in the general use of possible conflict.“ cameras. Any use of the cameras will always be proportionate to the purpose for which they The cameras will be reviewed in 2019 and we are being deployed. The cameras will be used would welcome your comments via email bill. initially by the Neighbourhood Services Team fitzpatrick@monmouthshirehousing. with a view to a wider use at a future date. co.uk or call 01494 767175.

twitter.com/mon_housing 9 MHA News Tenant Matters Meet MHA’s

Boardhere have been a Members lot of changes to Tour Board in the past year, two board members retired, four independent board members joined us Zena Beirne Colin Marsh and we now have a new (elected with 385 votes) (elected with 248 votes) Chair. We also held Retiring from Newport City Retiree Colin, joins us Council after 34 years, Zena following a career in the tenant Board elections joined us as a co-opted Board Armed Forces, Police service this summer and at member in 2017. Working in and British Aerospace. Colin our Annual General a Communities First area became involved with MHA of Newport at grassroots and has enjoyed the training Meeting held on 19 level with Newport City programme that enabled September 2018. Homes residents and the him to learn about the role wider community, Zena of Board Member before Our tenant elections believes that openness and applying, “Having recently meant that we transparency are vital in applied to become a Board welcomed Zena building trust with tenants and member I have undergone residents, “It’s an important training with MHA to find out Beirne and Colin part of enabling people to feel more about the Board and Marsh to our Board. part of something significant the Association and also had They join the re- and giving them a say in their the opportunity to observe futures. It’s important to listen meetings. elected Ken Bucknall to people’s views and those As an elected Board Member, and current Board that drive the future. I feel that I will be in a position to give MHA is not just an organisation Member, Sandra something back to MHA and but one that cares about Flanagan. the tenants who voted for me, people, with an appetite for entrusting me to impartially positive change and to ensure oversee MHA’s business that their tenants are listened operations.” to.”

10 www.monmouthshirehousing.co.uk Winter 2018 MHA News

Ken Bucknall Andy Jones (Chair) Tony Crowhurst (elected with 427 votes) Andy took the opportunity Tony and his wife have lived Ken previously served as a to retire from Barclays Bank in Cwmbran for over 35 Board member between PLC in June 2014 after more years. Following his degree 2011 – 2014 and 2015 – 2018. than 38 years’ service. Andy’s in mathematics, Tony was He gratefully returned for his last 13 years with Barclays a Chartered Surveyor with second consecutive term were spent funding Housing the RICS for 41 years. He has in September 2018. Ken Associations throughout worked in local authorities continues to be passionate Wales and the South West in London, Coventry and about social housing and (with Barclays being one of the . For the last 10 years ensuring that MHA delivers biggest funders in the sector). he has worked primarily in a excellent services for every volunteering capacity with He joined Santander in tenant. the Disability Advice Project September 2014 working as a as their access auditor and Relationship Director covering finance officer and has been Education, Healthcare and on the Board of Housing Communities throughout Associations for the last 16 Wales. years, initially with Eastern He was a Board Member Valley and latterly with Melin at First Choice Housing Homes. Association for 10 years serving two terms as Vice Sandra Flanagan Chair and three years as Chair Sandra continues to be a of the Association. On joining valued Board member and MHA he looked forward to “… continued her service to working with a dynamic and tenants in September 2018. progressive organisation Sandra was “so impressed by making a real difference in MHA that she wanted to be a their area of operation.” part of the Association and Dimitri Batrouni Andy was originally from was thrilled to become part of Dimitri serves as the Abertillery and is married with MHA’s Board.” Councillor for Chepstow two grown up children and covering the parish of St now lives in Penarth. Andy’s Christopher’s Ward. He interests include DIY, most is a passionate supporter sports (particularly squash) of affordable housing and and walking. advocates for opportunities, support and good services for the people of Monmouthshire.

twitter.com/mon_housing 11 MHA News Tenant Matters

Tony Deakin Lynnette Glover Colin Lewis Tony has over 20 years’ Lynnette is the Head of Born in in Trethomas, Colin experience of working in Housing for Wales and West was Head of Business Change social housing, both as an Housing Association (WWH) at Principality Building Society Executive Director and Board and her career in housing for 8 years, a post that he left Member with a number of spans over 27 years. to set up the not-for-profit different organisations. Tirion Group. Tirion Group was Lynnette is responsible for He has been an executive created to deliver affordable leading the housing service director at Cartrefi Conwy, a homes, using a unique and and is also passionate about transfer housing association innovative funding model. The delivering excellent customer based in North Wales since company recently launched service. Lynnette has a Post September 2008. His main its first site of affordable Graduate Diploma in Housing areas of responsibility include rented properties (The Mill in and is a Full Corporate Business Planning, Financial Cardiff), and more recently Member of the Chartered Management, Governance, obtaining planning permission Institute of Housing. Human Resources, Insurance for its site at the former steel and Information Computer Being a practitioner in mill (Whiteheads) in Newport. Technology. He is a fellow Housing, Lynnette is well Colin lives in Monmouth with of the Chartered Institute versed with the demands that his wife and has two grown of Public Finance and MHA faces now and into the up children. He is an active Accountancy and is a member future and brings a wealth member of Monmouth Rowing of the Institute’s Housing of housing knowledge and Club, regularly taking part in Panel. He is also a Member of experience to the MHA Board. races both in the U.K. and the Gwynedd Pension Board. further afield.

12 www.monmouthshirehousing.co.uk Winter 2018 MHA News Saying

toGoodbye Board Reg Kilpatrick Ann Webb Reg began his career with Ann has been Clerk to British Airways as an aircraft Community Council, Raglan Members engineer before studying Community Council and Two dedicated and for a degree in Behavioural Monmouth Town and held esteemed Board members Sciences. On graduating, he these postitions for 10 years leave us this year: Andrew joined the Welsh Office as a before becoming and elected Martyn-Johns has served statistician where he worked member to Monmouthshire on our Board for 11 years, in a variety of statistical posts. County Council, representing with 4 as Board Chair. John St Arvans and Ward. Barrow has served 6 years He headed up the Welsh giving us valuable insight Assembly Government She very much enjoys to tenants’ experiences. Financial Planning Division and working with constituents, We’d like to thank them for after five years, he moved into trying to help them with the their contributions to the Local Government Policy. various need that they have success of MHA. in relation to the County In May 2011 he became Council’s services and is Director of Local Government heavily involved in Planning and Public Services where Committees in the Brecon he is responsible for funding Beacons National Park. and allocations along with improvement for councils. In addition he has oversight of policy and strategic direction of the fire service; Andrew Martyn-Johns emergency planning and civil contingencies, and community safety.

John Barrow

To find out more visit our website www.monmouthshirehousing.co.uk

twitter.com/mon_housing 13 Community Events Tenant Matters FINAL REMINDER The Right to Buy and Right to Acquire your home will end on 26th January 2019. If MHA does not receive your Right to Buy or Right to Acquire application by 25th January Helping 2019 we will be unable to accept it. If you would like further information You & Your or to see if you are eligible to apply please phone us on 0345 677 2277, email us at customerservices@ Community monmouthshirehousing.co.uk or visit our What makes a community? website www.monmouthshirehousing. Often it’s the little things that make an area co.uk a truly great place to live. We want to work We will offer you some initial advice about with you to strengthen your community. your eligibility for both the Right to Buy and Perhaps you want to put an event on for Right to Acquire schemes, and can send you your neighbours, know of people who are an application form as well as a booklet that interested in setting up a craft or social explains your rights. group, or maybe there’s an interest in training courses. Buying your home is likely to be one of the biggest financial decisions you will ever make, Get involved by coming along to meet and it is recommended to take independent Carol Smith, MHA Engagement Officer, at financial and legal advice before making your Deri View Primary School, Llwynu Lane, decision to apply for the Right to Buy or Right Abergavenny, NP7 6AR every Friday. Carol to Acquire. Once you purchase your home you also runs a parent coffee morning at will no longer be an MHA tenant and you will be Woodland View Shop, , NP25 responsible for the repairs and maintenance of 3LD every Monday, 11am-12.30pm. (Please your home. contact us to ensure we will be there). If you’re interested of coming along to In Wales there is currently a meet us or to find out more, contact maximum £8,000 discount the Engagement Team on 01495 off the market price of your 767179 or email engagement. home under the Right to Buy team@monmouthshirehousing. co.uk and Right to Acquire.

14 www.monmouthshirehousing.co.uk Winter 2018 Community Events

Summer Sun brings fun Community events Fun

he summer holidays flew by with a wide community spirit with each event. We thank all variety of events organised by MHA’s of our community members who attended. TEngagement Team. With wall-to-wall sunshine, a rarity in Wales, we were able to To find out more about future events hold lots of events with outdoor activities and how you can get involved, such as bouncy castles, art and crafts, cake check out our open Facebook page, decorating, volley ball, football, cricket, golf, or if you’re a archery and so much more. MHACommunityBuzz tenant or leaseholder register to our We were celebrating MHA’s 10 year anniversary Virtual Voice page on Facebook. while also engaging with the wider community. Everyone could feel the benefit of the growing

twitter.com/mon_housing 15 Tenant News Tenant Matters

A new lease of life for a tenant’s home

Tenancy coach, Nadine, began working with Patrick. She explained; “Patrick had trouble “I didn’t with knowing what went where and how he could throw away some of the items he had.” realise how “I had a lot of stuff, we threw away 60 bags!” Patrick said, “Nadine and Chanelle helped me take a lot of it to the tip, and to clean the areas I much I had” struggled to get to.” HA tenant, Patrick, has lived in the same In just a few weeks Patrick made amazing house for 55 years. Though capable progress. In light of this hard work Nadine and Min many ways, at 65 he was finding Chanelle, a fellow tenancy coach, decided to it difficult to manage the condition of the improve his home as well. They assembled property and the garden. MHA Neighbourhood some volunteers to redecorate the kitchen, Officer, Holly, referred Patrick to the Tenancy living room and tidy up the overgrown garden. Coaching Team, who provide support and Getting in some expert help from the Dads advice to help tenants manage their home as Can team member, Shane and volunteers, independently as possible. Adam and Ben, they repainted the kitchen and

16 www.monmouthshirehousing.co.uk Winter 2018 Community Events

Your Area, Your Say!

living room and organised volunteers from the e are looking to set up local Probation Service to transform the garden. Community Improvement Creating a space that Patrick could relax in with groups within the Mardy area of a plan for one of his neighbours to help with the W Abergavenny and the Oakley Way area of upkeep. Caldicot, who will help take some exciting Patrick said: “It gave me an incentive, I tried to projects forward. The groups will meet do as much as I could so they had less to do. I with Carol or Becky, MHA’s Engagement kept thinking of doing it but was never able to. Officers, on a monthly basis to consider It’s nice to get it done and I’ll be glad when it’s what improvements can be made in finished.” the area, building on the community activities that are already happening in “We are very grateful to Dads Can and all our both communities. volunteers for helping and this is the result of all the good work done by Patrick” said Nadine. If you would like to get involved, “It is nice to give something back for Patrick’s please contact us on 01495 hard work and shows that it does pay off.” 767179 or email engagement. team@monmouthshirehousing. co.uk for further information.

twitter.com/mon_housing 17 Community Events Tenant Matters

Communities Lunch Big lunch with big results he Big Lunch is the UK’s biggest annual MHA engagement officers organised two of get together for neighbours. It’s a simple these events, one in Oakley Way, Caldicot Tidea from the Eden Project: as many and one in Mardy, Abergavenny. It was a great people as possible across the UK having lunch day, everyone enjoyed getting to know their with their neighbours, on a Sunday in June, in a neighbours and talked about what they would simple act of community, friendship and fun. like to see in their communities. Carol Smith, MHA’s Engagement Officer said, Why host a Big Lunch? “The party totally transformed the nature of The idea is that by starting simple, all sorts of the street; barely anyone knew anyone else friendships, ideas and projects can come out before the party, but afterwards there was of a Big Lunch. It gets people together and such a community spirit”. talking. In some cases, it can lead to people doing more within their community, tackling the issues that matter to them most.

18 www.monmouthshirehousing.co.uk Winter 2018 TenantFeatureCommunity Events News Coffee & Computers A free training course, Basic Computers Level 1, was held over six weeks at the ACE Centre, Abergavenny, organised by MHA in partnership with Adult Education. The tenants and residents that came along have been conquering their fears of using computers and becoming more confident with technology. The group have gained new skills and made new friends. Now the group meet up on a weekly basis, having a chat over a cup of coffee and continuing to use the computers, learning more about how to use mobile devices, laptops and getting online with MHA’s support. Kathleen said “I have gained more

knowledge and confidence and made new friends” Personal pizza Stan “I’ve really enjoyed this course, I now gets a family know how to sell items on eBay” If you would like to do this six week makeover computer basic training level 1, please call Carol on 01495 767179 Cooking with Families or email engagement.team@ ver the summer MHA Engagement monmouthshirehousing.co.ukfor Officers organised family cooking further information. Osessions with Natasha Braggs, Flying Pigs Cookery School. We had an amazing turnout with 43 people and it was an incredible few days with fantastic budding chefs. Everyone had the opportunity to make their own personal pizzas. We would like to thank the Acorn Centre for letting us use their facilities and to thank everyone for coming. Keep an eye out for more Cooking with Families sessions in the near future.

twitter.com/mon_housing 19 Feature Tenant Matters

Monmouthshire Housing’s Time Exchange Would you like to... Save money, try something new, develop new skills, have more say in how MHA runs its services, bring your existing skills, help your community and Meet new people? If you’re saying yes, and you currently live and the Round Table to name just a few! Each in, or near, the Abergavenny area, MHA’s organisation has come up with their own offer, ‘Time Exchange’, could be for you. the details of which can be found in your time exchange starter pack which you will get when What is the Time Exchange? you join the Time Exchange, along with two MHA’s Time Exchange is based on the bonus time credits! principles of timebanking. Timebanking originated in the 1980’s and has gained huge Why can I only take part if popularity since, with hundreds of time I live in Abergavenny? banks now set up across the UK and globally. The Time Exchange is currently being run as Timebanking uses time, rather than money, a three month pilot or tester project (from as ‘currency’. It encourages community December to March). We are trialing it on connections and thanks people for the a small scale, to make sure it is successful contributions they make to their communities. before rolling it out across Monmouthshire. If you choose to join MHA’s Time Exchange you If we have enough interest from tenants and will be given the opportunity to access a range local businesses, we will be able to make the of flexible volunteering opportunities. For scheme available to all tenants next year! every hour you volunteer, you will receive one time credit (up to a maximum of 12 credits per How do I join? week). You will then be able to exchange your If you would like to become a Time Exchange time credits for free or reduced price goods volunteer, or simply want to find out more and services in the community, saving you before making a decision, get in touch with money! Hannah Rowson or Katie Double, who will be happy to take your comments and questions. What can I get for my time credits? MHA have partnered up with a number Tel: 01495 761 148 / 01495 767 179 of businesses and organisations in the Email: engagement.team@ Abergavenny area. Including Kingdom Come monmouthshirehousing.co.uk children’s play centre, Bean and Bread café

20 www.monmouthshirehousing.co.uk Winter 2018 Tenant News

Left to right: Meg Goward, Terri Probert & Neville Goward, three of the eight members of the Forward Together Group Forward Together Group MHA has added a new tenant group to its opportunity to express their views at Themed Tenant Engagement structure which is called Focus Groups, Scrutiny - which scrutinises the Forward Together Group. This new group different aspects of MHA’s operational side of of tenant volunteers, for the first time involves service delivery and the Service Testing Team - tenants looking at the future direction of which operates as a mystery shopper checking MHA in a strategic way. They will forward their that MHA is doing what it says it does. If you views and comments on to MHA’s Senior would like to give your views from the comfort Management Team and the Board. They are of your own chair there is also a Facebook tasked with giving a tenants perspective of group called Virtual Voice, which will allow you what future direction MHA takes. This will to do just that. All you have to do is log on to help inform those ultimately responsibility facebook and search for MHA’s Virtual Voice, for making decisions on behalf of the Housing register and you are good to go. Association. This group is therefore different If you would like any further information about from the more traditional way tenants have the way you can get involved please contact been actively involved with MHA for some- the Engagement Team at time, whose focus has been on helping MHA engagement. or improve the delivery of its services. These [email protected] call . groups will still meet regularly giving tenants an 01495 767179

twitter.com/mon_housing 21 MHA News Tenant Matters

ince the launch of the Training and Skills Academy in April, 13 courses have been Srun with over 140 tenants participating. The suite of courses are designed to be diverse so that they appeal to a wide range of tenants and residents. This year’s courses have included learning about social housing, chairing skills, how to become a board member to Paediatric First Aid, Coffee and Computers, Review of Grounds Cooking with Kids and Dementia Awareness. Maintenance MHA is passionate about giving people the skills to make their engagement We’ve concluded our review of the meaningful and effective and feedback grounds maintenance service, which from participants has been very covers things like grass cutting, hedges, positive... shrub and flower beds and were overwhelmed with the responses that we “Learnt so much, this Paediatric received from tenants and leaseholders. First Aid Course is a must if you have Nearly 600 of you took part in the consultation and we’ve taken on board all Children. Thank You” of your comments regarding the type of - Kirsty Kelty (MHA Volunteer) service you want to receive in the future and also the need to ensure that the new “A very interesting experience in an service is affordable and offers value for area that I have little experience in, money. very well put over by the trainer” The invitations to tender went out a few - Colin Marsh (How to become a weeks ago and we hope to have a new Board Member) contract in place by April 2019. Once the tendering process is complete we “It really was a lovely day and I’m so will write to everyone affected to let you happy to have been a part of it – a know who the successful contractor is and also be able to share with you details fantastic sense of community felt by of the service standards you can expect. everyone attending, Lovely families.” In the meantime if you have any - Flying Pig Cookery School questions or queries about the Grounds Maintenance service please contact Keep looking out on our MHA our Customer Services Team on 0345 website, MHA Community Buzz and 677 2277 or email the Customer Service Team at customer.services@ Virtual Voice for more courses in monmouthshirehousing.co.uk the New Year.

22 www.monmouthshirehousing.co.uk Winter 2018 TenantFeature News

Are you over 55 and would like to get to know your neighbourhood and be more involved in your community? Do you want to know what activities are being held locally or have hobbies and interests that you would like to share with others? We can support you in... • Finding local activities of interest from • Improving your health with healthy coffee and chat to computer sessions, cooking tips and finding the right and singing to dancing clubs exercise for you • Developing hobbies and pastimes • Looking after the environment from • Getting online, connecting with family the greenspace on your doorstep to and friends, exploring a world of the natural environment resources on the internet • Plus much more... • Getting to know your local community If you have an interest or hobby that through local events you would like to share with others please let us know.

Contact Tracy Breadmore-Lammas on 07734 854 865 or email t.breadmore- [email protected]

twitter.com/mon_housing 23 Feature Tenant Matters

Summer 2 TRIPS / 64 PEOPLEtrips / 20 FAMILIES During the summer holidays our Big Lottery Funded project called Dads Can organised two family summer trips to Barry Island and Folly Farm with 20 families, which meant 64 people in total enjoyed the summer fun. Families were able to express their thoughts about the Dads Can service whilst on board the buses, here are some of the comments: Dads Can set questions about our summer trips All families answered ‘yes’ to the below questions:

Has this trip Do you have enabled you to any other spend time as a family trips family? planned this year?

Has Dads Since being involved Can made with Dads Can, have a positive you made friends difference to with other dads? As a result of you and your being part of family? Dads Can do you feel more confident and supported?

24 www.monmouthshirehousing.co.uk AutumnWinter 20172018 Feature

What the dads said: “We’ve enjoyed spending time together as a family”

“It helped us be together as a family”

“Thank you for a great day, Lee”

“Thank you guys, you are amazing”

“You have brought us together as a family and we have done something that we wouldn’t have been able to afford to do”

“The Dads Can team and the fellow parents always make my day, a day to remember. Thank you all”

twitter.com/mon_housing 25 Feature Tenant Matters

We have worked 1/4 dads have 1/3 have ... with 110 dads in improved access gained new Inthe last year theto their children last friendships year

We have received 89% of dads feel 2/3 have engaged 66 new referrals more confident with other agencies 55% have a better 77% of our dads relationships have improved 89% of dads feel with their their family better supported families quality time 2/3 dads are 16 dads gained Delivered 700 closer to the access to their hours of direct labour market children support

26 www.monmouthshirehousing.co.uk Winter 2018 Feature In the last year...

Search for Dads Can Team: www.dads-can.co.uk

twitter.com/mon_housing 27 Feature Tenant Matters

Recognising the people who really do make a difference! The 8th Annual Making a This year saw nine categories with Difference Awards took place the winners below: on Thursday 8th November at the Hazel Chalk - Neighbour from Heaven Hogs Head, nr Abergavenny. This Daffyd Williams & Shaun Ray - Community year’s event saw 48 nominations Champion being received with a record number Villiam Tatar - Inspirational Young Person Chloe Jones - Outstanding Achievement in of nominations from tenants and Self Development residents. It was a very special night Naji Ahmed - Most Inspirational Journey and it fantastic to see so many people Abergavenny Crafty Women - Best Group whose selfless volunteering makes a Project or Initiative real difference in the communities in Mo Jackson - Outstanding Contribution which they live. to MHA Audrey Cole - Volunteer of the Year Sian Potter - MHA Special Achievement Award

28 www.monmouthshirehousing.co.uk Winter 2018 Feature

Michele Morgan, MHA’s new Director of Housing and Communities said, “it was my first Making A Difference awards and it certainly lived up to its reputation of being a heart- warming event. Looking around the room it was lovely to see all the smiling faces and you could see what a big deal it was for people to be nominated.” She also praised the events Sponsors who she felt had been very generous. Feedback from guests at the event was also very positive: “I wanted to say thank for a great evening on Thursday, my husband and I thoroughly enjoyed it. Thanks must go to all the team for the hard work in planning to being on your toes all evening to ensure that guests were happy. This started with the car park marshals to the greeters and went on throughout the eventing – our every need was anticipated!” “Crafty Women wanted to take this opportunity to thank everyone at MHA’s Engagement Team for shortlisting our project and inviting us to the Making a Difference Awards last Thursday. It was really enjoyable evening for all of the team and they said it was a lovely venue and felt like royalty. The Group had no idea that they would come in and win best group award, and were truly overwhelmed at such success and recognition. Thank you for making this a real difference to our team and group.” Nick Ramsey AM who attended with his wife said, “I was delighted to attend the event. MHA is a fantastic organisation, which as well as creating homes provides a full range of services to tenants. I’d like to congratulate the winners and thank John Keegan and the team for helping arrange this inspiring event.”

twitter.com/mon_housing 29 Feature Tenant Matters Bridges Community Car Scheme Bridges Community Car Scheme offers friendly and flexible transport for people in Monmouthshire who may require a bit of extra support to get to local facilities and appointments.

Our drivers are local volunteers, and they are happy to provide extra assistance, such as accommodating walking frames and helping with bags. We charge 45p per mile to cover their fuel, and a 50p booking fee.

We can help with trips to:  Local facilities such as shops or the bank  Health appointments such as GPs, dentists and hospitals  Wellbeing and social activities like church or coffee mornings

If you would like to find out more about using the scheme, please call 07741 572 897. We would also love to hear from any drivers who can spare a few hours now and then to help.

This is a Bridges Centre initiative. Bridges is a registered charity in Monmouthshire. Registered charity number: 1079085

30 www.monmouthshirehousing.co.uk Winter 2018 Community Events

Abergavenny Tenant Network MHA’s 2nd Tenant Network took place on Some of the comments from a beautiful sunny autumn day on Saturday 29th September at Deri View Primary School/ tenants and residents… Acorn Centre, Abergavenny. The event was “We had a great time, and it was an attended by nearly 150 tenants and residents. amazing family event with fab pizza MHA tenants were able to get information about Universal Credit, their Neighbourhood and lots of activities for the kids to do. Team, Support Services, Homesearch, It was also great to meet the staff and New Developments, Dads Can and Tenant get advice about the the support that Engagement. There were plenty of activities MHA offers to tenants.” to keep the children happy including a bouncy castle, puppet show, balloon modelling, sports “Really enjoyed the day, it had so activities and craft workshops run by the award much information about MHA winning ‘Crafty Women.’ Attendees were also able to make their own delicious pizza cooked services and things to keep the in a traditional wood burning oven. children happy. Can’t believe it was Michele Morgan MHA’s Director of Housing and all free – when are we having the next Communities said, “it was fantastic to see so one?” many families from the community attending, at an event designed to build on the strength of “Thank you MHA it was a brill event the communities in the North of the County.” that brought all the community together.”

twitter.com/mon_housing 31 Feature Tenant Matters Coping at Christmas Christmas can be a challenging time for anyone. From financial pressures to loneliness - there are many things that can feel overwhelming at this time of year. It’s important to know there is a wide range of support available during the festive period. If you are struggling to cope contact MHA...... we are here to help.

32 www.monmouthshirehousing.co.uk Winter 2018 Feature Foodbanks Universal Credit Foodbanks provide a minimum of three days If your personal circumstances change over nutritionally balanced, non-perishable tinned the Christmas period you may be asked to and dried foods that have been donated by the apply for Universal Credit. Universal Credit local community. supports you if you are on a low income or out of work and replaces a number of benefits for If you are in urgent need of food over working-age households. It includes a monthly Christmas, you can contact your MHA payment to help with your living costs. Neighbourhood or Income Officer to receive a foodbank voucher or contact your local If you are classed as working age there Citizens Advice. are a number of things that may trigger a claim, including: Foodbank Christmas Opening Times: • Finding a new job, even if it’s just over the Christmas period Location Opening times • Dropping or increasing your working hours Chepstow The Wednesdays • Household changes i.e. people moving in or Bridge Church, Unit 1a 10am - 12 noon out of your home Critchcraft Buildings, Last day before Xmas: Bulwark Industrial • Being found fit or unfit for work Wednesday 19th Dec Estate NP16 5QZ If you need help with Universal Credit, get Chepstow Baptist Fridays in touch with MHA as soon as possible – we Church, Lower 12 noon - 2pm are here to help. Contact MHA’s Universal Church Street NP16 Last day before Xmas: Credit Specialist Cally McCarthy on 01495 5HJ Friday 21st Dec 761006 or email cally.mccarthy@ Monmouth Baptist Fridays monmouthshirehousing.co.uk Church, 10am - 12 noon 3 Monk Street, Last day before Xmas: Help and Advice Monmouth, st NP25 3LR Friday 21 Dec If you are struggling to cope this Abergavenny Tuesdays Christmas there is a range of foodbank, 12 noon - 3pm support available to you: Cornerstone Centre, 2/3 Horsingtons Yard, Fridays Samaritans: 116 123 (Free) (24 hours a day) Lion Street, 10am - 12:30pm 24 Hour National Domestic Violence: Abergavenny, Last day before Xmas: Freephone Helpline: 0808 2000 247 NP7 5PN Friday 21st Dec Elefriends: Online community, a safe place to Caldicot Foodbank, Fridays listen, share and be heard: http://elefriends. Sandy Lane, 10am - 12 noon Caldicot org.uk Last day before Xmas: NP26 4NA Friday 21st Dec Age UK Advice Line: A national free phone service for older people: 0800 055 6112 (Free Financial Support to call 8:00am - 7:00pm every day) MHA’s Money Wise and Debt Advice services SANEline: If you’re experiencing a mental help MHA tenants maximise their income and health problem: 0300 304 7000 (4.30pm– reduce personal debt. The services are free 10.30pm every day) and confidential and can help you reduce your Childline: A 24-hour confidential helpline for outgoings, so you have more money in your children and young people: 0800 1111 pocket. The Moneywise Team have helped MHA tenants save over £600,000 by advising on National Debtline: 0808 808 4000 how to best manage benefits, bills and debts. Stepchange Debt Charity: 0800 138 1111 Call 0345 677 2277

twitter.com/mon_housing 33 MHA News Tenant Matters

St David’s Road, Abergavenny MHA’S Planned Maintenance External Works to Your Homes MHA have been carrying out external satisfactory standards, which means that improvement works to the garden areas at MHA have to invest considerable additional our homes and community areas. These resources and sums of money to fix the issues works have typically included replacement and make areas safe. fences, gates, paths and walls etc. This is a huge project and will take a number of years Some of the most common examples are: to complete. It is our intention to visit every • Levelling off gardens but not considering property to individually assess what works may the effect of reducing of building up the be needed. However, no two homes are the ground levels. We have often found structural same and the work required to your home will foundations exposed, such as walls, paths likely be different to another. and steps. Similarly when finding built up ground collapsing into neighbouring While undertaking this programme we have properties due to inadequate support. come across a large number of properties Walls need foundations that meet specific where tenants have carried out works standards, and if retaining ground, they need themselves, without consulting or obtaining to be substantial enough to resist the weight permission from MHA. The majority of this of soil behind them. work has not been carried out to safe or

34 www.monmouthshirehousing.co.uk Winter 2018 MHA News

The completed WHQS works at St Davids Road, Abergavenny

The Haven, - External decoration and upgrade work to boundary walls, fences and paths An example of what we put right

• Installing a drive or hardstanding but • Constructing unsafe temporary structures not obtaining statutory permission from such as a lean-to or workshop etc. Monmouthshire County Council Highways We would like to remind all tenants that it is department. Any access onto the highway a condition of their tenancy, that they must requires consent from MCC to ensure it is obtain written consent from MHA before safe to do so. Any work carried out must commencing any form of alteration, addition be completed by one of their approved or improvement, whether it be inside or contractors. outside their home. • Demolition of walls without industry knowledge, typically removing a section to By seeking our consent you will get free access make an opening or parking area, but not to advice on the most appropriate materials finishing the remaining section either side. and method of construction for your project. Also a section of the wall being removed but Also we can advise if other consents, such as the ground below is left in a substandard building control or planning permission, are state. required. • Building a wall without adequate foundations If at any time we find that alteration work has or which is not thick enough for its height or been carried out without written consent, you is made from inappropriate material for the will be liable for any correction works MHA has location. to undertake. MHA has to correct any works • Laying patio areas and paths with no deemed to be unsafe or of an unsatisfactory considerations for drainage. We often come standard. To avoid this, please contact our across paths and patio areas that have been Asset Maintenance Manager (Karen Doyle) on laid on top of existing paths, making them 01495 761018 for free advice and guidance too high which can cause damp issues for the before starting any work. property. • Removal of MHA fences, railings, walls etc. following completion of programmed works.

twitter.com/mon_housing 35 MHA News Tenant Matters

Award for Domestic Abuse Project Monmouthshire Housing Association is part of a project developed by a group of Gwent housing providers which has been awarded for its creative approach to tackling domestic abuse. he ‘Free from Fear’ project was awarded violence and domestic abuse). The website the Pat Chown – Capturing Creativity provides housing staff with an online resource TAward by Community Housing Cymru accessible on smartphones, tablets and for its development of a web portal for housing laptops. staff to use when responding to reports, Bill Fitzpatrick, Community Safety Manager incidents and disclosures of domestic abuse. for MHA said, “We are extremely pleased Social landlords involved in the project in to receive the Pat Chown award. The Free addition to MHA include Bron Afon Community from Fear project is leading the way in Wales Housing, Charter Housing, Caerphilly County in dealing with domestic abuse within the Borough Council, Melin Homes, Newport City housing sector. The online tool kit is now also Homes, United Welsh Housing Association, being adopted by housing providers Wales- Derwen Cymru, Tai Calon Community Housing wide, helping more victims of domestic abuse and Linc Cymru. to live free from fear.” The Free from Fear partnership was The Capturing Creativity Award was set up established to ensure a more effective eighteen years ago by Community Housing service for social housing tenants in Gwent Cymru in memory of Pat Chown, a significant suffering from domestic abuse. Together figure in the Wales housing sector who was it funded research and development of committed to finding new ways of working. a paper-based toolkit, but realised that The award recognises innovation and new this was impractical for staff to carry with ideas to deal with common problems. As them. The web portal www.freefromfear. well as the award, Gwent Free from Fear wales was developed in 2017, supported by partnership received a £1,000 donation for funding from Welsh Government’s VAWDASV their chosen charity Welsh Women’s Aid. programme (violence against women sexual 24 Hour National Domestic Violence Helpline: 0808 2000 247

36 www.monmouthshirehousing.co.uk Winter 2018 Feature SMELL GAS? Call 0800 111 999 It could save lives. Smell Gas Ad

If you smell gas, or think you have a gas leak, please call the FREE National Gas Emergency Services immediately on: 0800 111 999 Keep this number handy in case you need it. Follow the following steps: • Open all doors and windows for fresh air • Turn off the gas supply at the meter and any gas appliances • Call the National Gas Emergency Number 0800 111 999 immediately • DON’T smoke or use any naked flames • DON’T touch ANY electrical products or light switches • If you have a cellar, DON’T enter it even if your meter is located there • Any electrical entry security systems to have doors opened manually • Ensure EVERYONE leaves the building

twitter.com/mon_housing 37 MHA News Tenant Matters Key RENT Upward trend, performance levels

R have improved since E PI within target P previous quarter B A S MHA I R A

S

Performance*

Downward trend,

PI close to target performance levels Quarter 2 have declined since 1/7/2018 - 30/9/2018 previous quarter E C I L V E R T E No trend, performance T S PI at Risk IN ER levels have remained G OM S CUST the same since previous quarter

Rent Repairs Customer Lettings ASB Service

Rent 94.8% repairs Average of 74 new ASB 1.66% owed to MHA appointments to cases Average of 31 61.7 days by current kept let an MHA seconds for tenants a call to be property after

answered it becomes available 96.63% ASB 9.24 (those that cases that 1.36% Rent calendar Overall tenant require major have been arrears owed days satisfaction works only) resolved to MHA by - Average (Annual former tenants time taken to indicator, only complete a reported once repair a year - taken fron Tenant Satisfaction Survey) 88.34% tenants satisfied with standard of work of last repair *All performance indicators chosen by tenants

38 www.monmouthshirehousing.co.uk Winter 2018 Bits & Bobs PuzzleS

MEDIUM HARD SUDOKU WORD SEARCH

twitter.com/mon_housing 39 COLOURING COMPETITION DEADLINE 31/01/2019 • PRIZE: £20 HIGH STREET VOUCHER

Name: Age: Address:

Telephone: Please return completed colouring to Rob Carey, Monmouthshire Housing Association, Nant Y Pia House, Technology Park, Mamhilad, Monmouthshire, NP4 0JJ

Congratulations to Leah Corbett (aged 6) from Chepstow who won our Summer edition colouring competition. Leah wins a £20 highstreet voucher.

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