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ISSUE 8 -June 2015
Customer Inspectors give the thumbs-up See pages 12-13
In this issue we have updates from our Asset Manager about exciting improvements we are carrying out in blocks. See pages 6 and 7.
We also have the results of the latest customer surveys on our Caretaker and Concierge services. Read them on pages 20 and 21.
Continued working in partnership with our customers is an important way for us to evaluate and improve our services.
You can get involved by joining one of our Service Improvement Groups (SIGs) or by taking part in our award-winning Customer Inspector initiative. Find out more on pages 10-13.
And now summer is here, we take a look at the fantastic work ourresidents have put intotheir communalgardens.
2
CouncillorPaul FoyChair of the Board
Councillor
Welcome to high-rise news, the magazine just for residents of our multi-storey homes.
The housing company
continues to do a really impressive job. Thank you.
(Stretford Court)
Our caretakers have impeccable
standards and are polite and happy.
(Newbolt &Tennyson)
Comments are from a recent customer satisfaction survey.
3
CV
Training courses for our residents
Contact us:Email: centraloffi [email protected]: 0191 433 2730.
The courses we run will depend on what you tell us you’d like to learn, so please get in touch with your course suggestions.
Some examples of the subjects we can offer are: crafts, beginners’ computers, maths, English, languages, job support, and CV writing.
In addition to our existing training programme we are hosting courses on behalf of Gateshead Council, and all of our residents are welcome.
CV
Changes to the teamAileen Patterson has recently been appointed as a Caretaker Supervisor. Aileen will be sharing the job with existing Supervisor Mick Toal.
Along with Andy Lowes, Aileen and Mick look after the day-to-day management of the Caretaker service. They visit the blocks every week to meet with the Caretakers and monitor the quality of work
carried out and address any issues identified.
Joining the Multi-storey Team is Julie Mason, who will be working as a Housing Management Assistant. Julie will provide admin support to the rest of the team.
Karen Bell, Housing Manager for our multi-storey accommodation, said: “Julie is a welcome addition to the team.”
Alan Mayne, who works at Tennyson Court, has been a Caretaker for 10 years and will be moving to Leam Lane when he retires.
Before joining the company, Alan worked as a bus driver, cinema projectionist and as a carer for Barnardo’s. Alan said, “I have thoroughly enjoyed my job as a Caretaker and have made many friends during this time.”
Also retiring is Bert Davis, Caretaker at Willerby Court, after 14 years’ service. Bert is looking forward to moving to his new home and starting the next chapter of his life.
We wish Alan and Bert all the best in their retirement and thank them for all their hard work and service to the local community.
We will update residents in both Tennyson and Willerby with news about Alan and Bert’s replacements as soon as this can be confirmed.
4
What’s new with the Multi-storey Team?
And two of our Caretakers will be retiring in the near future.
What does the team do?As well as the day-to-day supervision of the Caretaker and Concierge services, the Multi-storey Team works closely with colleagues across the housing company, Gateshead Council and partners.
In the last 12 months the Multi-storey Team helped to:
In 2015/16 the Multi-storey Team will:
5
• Introduce a Service Level Agreement with Care Call to monitor smoke-alarm activations
• Introduce weekly fire-alarm tests in multi blocks (carried out by Caretakers)
• Assist the cyclical maintenance programme by mapping waste pipes in each block
• Deliver the communal rewire to St Cuthbert’s Court
• Carry out the Equality Act works to Barford Court, Stretford Court, Newbolt and Tennyson Court, Crowhall Towers and Bensham Court
• Replace the lift at Eslington Court
• Develop schemes funded by the Designing Out Crime and Neighbourhood Pride budgets to improve the appearance and security of multi-storey blocks
• Support several open days at Redheugh and Eslington Court, informing potential customers about the blocks and services provided.
• With involvement from customers, carry out a review of the current CCTV system in multi-storey accommodation
• Continue to support fire safety work in blocks, including the monitoring and servicing of smoke alarms
• Promote the use of mobile technology to provide a more efficient and effective service.
2014/15In the last year the improvements we made helped to cut costs and, in particular, made our blocks safer and more accessible to residents.
At St Cuthbert’s Court we fi tted highly effi cient LED lighting, improving the lighting in communal areas at a reduced cost.
We continued to deliver Equality Act works to our multis, ensuring residents and visitors to the buildings have safe and accessible routes to and from the block:
• Barford, Stretford, and Tennyson Courts have had ramps installed
• Crowhall Towers and Newbolt and Tennyson Courts now have “nosings” painted on their stairs to improve safety
• To comply with current legislation, handrails in the stairwells in Bensham Court, Crowhall Towers, and Newbolt and Tennyson Courts have beenraised
• Crowhall Towers has had nonslip fl ooring laid on the ramp to the front door
• And at Eslington Court one of the lifts has been replaced, and work to replace the second one is under way.
Investment updateSimon Chrisp, Asset Manager for The Gateshead Housing Company
6
The new ramp at Stretford Court; John Dawson, a resident of Tennyson Court.
7
2015/16Our coming year’s improvement schedule sees us begin work on some key building elements in the multi-storey housing stock.
A suite of improvement works will be carried out across the lift stock, with shafts and service areas upgraded to ensure the safety of maintenance engineers.
Warwick Court will see improvements to communal areas, with the installation of new wiring and LED lighting.
Further fi re-safety works are also planned to the blocks that have television and telephone cables running in the communal areas. New metal fi re-resistant clips will ensure cables remain secure in the event of a fi re and do not pose a risk for residents or the emergency services.
We are working with Gateshead Council to develop a scheme of work to the three blocks at Beacon Lough, improving their appearance and securing their sustainability.
The improvements will see new external insulation to improve the energy effi ciency of the blocks, with the roofs also being insulated and renewed. New double-glazed windows will be installed and the communal areas painted.
It is apleasure to
live here. (Brisbane
Court)
Asset Manager Simon Chrisp.
Warwick Court. Beacon, Fell and Lough Court.
8
Water inspections startThe housing company is about to start a rolling programme of water-hygiene inspections to homes across the borough.
Inspectors will be visiting properties from August onwards to complete a water-hygiene risk assessment and any necessary works.
The inspections will initially be aimed at properties with older and more vulnerable tenants, but will eventually cover all homes.
It has to be stressed that any risks to tenants’ health is extremely low, but that water hygiene is an important issue for the company and for residents.
Leafl ets explaining what tenants can do to minimise their own risks will be given to those homes receiving checks.
On the web?Find out more about water hygiene atwww.gatesheadhousing.co.uk/legionella-staying-safe
9
Condensation - reduce your risk
Reduce your risk with these simple tips.
Wet windows and walls caused by cooking, bathing and drying clothes indoors could create mould, damp or
damage to your furnishings.
Leave some background heating on during the day in cold weather. Around 15°C or 62°F should help
Don’t block your radiators or heaters with furniture when they’re on
Keep your fixed vents clear
Open your windows and vents slightly
Close your kitchen and bathroom doors when cooking, washing or bathing
Put lids on pans when you are cooking
Hang your washing on a clothes horse or rail instead of directly on radiators
Put cold water in your bath first to reduce the amount of steam.
10
What happens at a SIG meeting? Residents and housing company employees get together to discuss current issues, planned events, and recent activity.
An agenda is issued to group members in advance to allow everyone time to prepare.
The Multi-storey Service Improvement Group meets every two months at the Civic Centre in Gateshead, and transport and refreshments are provided.
Over the past year the Multi-storey SIG:
• Reviewed Estate Tours and the role of Customer Inspectors
• Initiated a review of CCTV in multi-storey blocks and helped to develop proposals
• Reviewed the signage in multi-storey blocks and made recommendations
• Worked with the Investment Team to develop the piloting of a new fl oor covering
• Reviewed and agreed the Concierge service standards.
Spotlight on the SIGThe Multi-storey Service Improvement Group (SIG) is an opportunity for residents from our 25 multi-storey blocks across Gateshead to meet up and discuss the issues specifi c to living in this type of accommodation.
By getting involved in a SIG you can infl uence the way we deliver services to our customers, and also look at how the service is performing against standards set.
Caretaker Supervisor Aileen Patterson (right), Caretaker Peter Smith, and resident Joice Ndambona.
11
The role of Customer Inspector came about as a result of the Multi-storey Service Improvement Group. You can read more about the success of customer inspections and how you can become an Inspector on pages 12 and 13.
Other SIGsThe Multi-storey SIG is just one of eight service improvement groups that meet regularly to discuss services across the housing company.
Helen Watson of the Involvement Team (right) said: “We are always looking for input and fresh ideas from new members. Take a look at the groups below and ifyou are interested in joining get in touch using the contact details at the bottom of the page.”
Home(covers repairs and improvements)We are particularly looking for new members for this group.
Want to know more?If you’d like to join one of our SIGs or want more information, contact the Involvement Team on 0191 433 5357 or [email protected].
Involvement(covers diversity and communication)
Older persons
Multi-storey
Antisocial behaviour
Tenancy and allocation
Value for Money
Leasehold
Got a smartphone? Scan here to fi nd your nearest housing offi ce.
12
Customer Inspectors Customer Inspectors measure the quality of the cleaning in multi-storey blocks against our published Caretaker service standards.
The role of Customer Inspector was developed with our Multi-storey Service Improvement Group, who felt it would be beneficial for customers to be more actively involved in monitoring and testing the performance of the Caretaker service.
Customer Inspections are different from Estate Tours because Inspectors work independently, without the accompaniment of a housing company employee.
After an initial pilot we have rolled out Customer Inspections to all 25 multi-storey blocks across Gateshead.
Can’t fault our caretaker.
(Crowhall Towers)
Our caretaker has a lot of time for the less able-bodied in
the block .
(Barford Court)
Customer Inspector Margaret Vickers with Caretaker Derek Byrne at Barford Court.
13
What happens at a Customer Inspection? Inspections are carried out between the published Estate Tours so that every block gets a visit once every three months.
Customers can choose the times and dates they carry out the inspections, and can inspect either on their own or in pairs. They can also choose whether or not they inspect their own block.
The feedback from customers involved in the inspections has been very positive and they have highlighted the opportunity to identify good practice as well as potential service improvements.
Karen Bell, Multi-storey Housing Manager, said: “We have an excellent working relationship with our Inspectors, who are committed and focused on collaborating with us to further improve our services.
“I am pleased to report that 90 of 94 customer inspections carried out have met our published service standards.”
And that’s not all - our Customer Inspection initiative is part of the reason we’ve won a TPAS Northern Award for Excellence in Co-regulation. We now go on to the national awards on 9 July.
Want to know more?If you’d like to fi nd out more about becominga Customer Inspector, contact Karen Bell atthe Multi-storey Team on 0191 4335370.
You can read more about the Multi-storey Service Improvement Group on page 10.
Got a smartphone? Scan here to fi nd your nearest housing offi ce.
14
The Gateshead Housing Company has been working with the UNISON and GMB unions and Gateshead Council to introduce an exciting new learning centre in Warwick Court communal lounge.
The learning centre provides training courses for all residents, offering opportunities for education, employment and training.
At a recent open day, residents had an opportunity to speak to us about the support we offer, and in response to your input we organised taster sessions on IT and craft.
Resident Bernie Miles, who attended a taster session, said: “This is an excellent beginners’ course to get you started with computers. You get to meet new people and the tutors are excellent and always there to help you.”
Further sessions will be arranged as part of Gateshead Council’s learningSkills programme.
Learn and lunch at Warwick Court
You can fi nd out about all of the courses provided by learningSkills at www.learningskills.eu or on 0191 433 8646.
Residents Alfi e Bruce and Sheila Lowerson with tutorVal Inskip.
Resident Alfi e Brucewith tutor Val Inskip.
Residents Jean Frazer and Cathy Wales with tutor Chris Nevis.
Residents Jean Frazer and Cathy Wales show off their handiwork.
15
The housing company, in association with Destiny Church North East, has introduced a weekly lunch club at Warwick Court in Gateshead town centre.
The club is open to all our residents, not just those who live in Warwick Court.
For only £2, customers can enjoy a two-course lunch, freshly made on the premises, followed by a prize quiz.
Warwick Court lunch club is open every Thursday from 12.30pm and offers a great place to catch up with friends.
Resident Joice Ndambona, who fi rst raised the idea of a lunch club, said: “It’s great to see this being introduced and benefi ting local residents.”
Want to know more?For information about courses run specifi callyfrom Warwick Court, or about the lunch club,contact Central Housing Offi ce atcentraloffi [email protected] or on 0191 433 2730.
Joice Ndambona.
Andrew Calvert with Moira Stainforth.
Customers who attended have been very positive, saying: “a very nice meal and a chance to meet new people”, “it’s nice to have your lunch made for you”, and “I enjoyed the lunch and will defi nitely come back.”
Got a smartphone? Scan here to fi nd your nearest housing offi ce.
16
Residents at Acomb Court and Bedale Court have been helping to brighten up the communal garden areas outside their homes.
Residents from Bedale Court entered a gardening competition open to all residents of the housing company and came second in the multi-storey category.
Dorothy Addison, a keen gardener and resident at Bedale Court, said: “The competition is a really good idea because it encourages people to look after their communal gardens.
“At Bedale Court, residents contribute to buying compost, plants and other gardening materials, but the prize of a £30 voucher will certainly be put to good use.
“We are going to buy some wall baskets and plants – low-growing ones, because our garden is quite a windy place!”
Acomb Court and Bedale Court come up roses!
The gardens at Bedale Court.
In Acomb Court some residents run their own gardening club. Resident Jackie Bell said:
“We have a garden fund which is made up of donations from the residents.
“The fund enables us to replace damaged tubs, renew plants and buy topsoil, compost and materials for the wall planters.
“Consequently our garden in 2014 looked lovely and was a huge success.”
17
Want to know more?If you are interested in doing something similar around your block, please contact your Estate Offi cer.
The caretakersare always pleasant
and helpful.We are very lucky .
(Acomb Court resident)
The gardens at Bedale Court.
Got a smartphone? Scan here to fi nd your nearest housing offi ce.
18
• Looking for information about your lease?
• Want to know more about service charges?
• Interested in major works and repairs to your block?
We have updated your leasehold handbook and added it to our website in easy to read sections.
To find out more visit www.gatesheadhousing.co.uk/in-your-home/leaseholders or scan the code with your tablet or smartphone.
Leasehold news
HR Leasehold 1pp A5 advert 2015.indd 1 31/03/2015 13:22
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Caretaker service performance 2014-15
Our caretakers carry out arange of small repair tasks inmulti-storey blocks.
The most common repair tasks in communal areas are unblocking bin chutes, adjusting door closures and replacing light bulbs.
Inside customers’ homes, caretakers reset alarms, unblock sinks and toilets, hang curtain rails, connect washing machines, fi t plugs to lamps and assemble fl at-pack furniture.
Caretakers also support customers in other ways such as phoning in repairs, testing intercoms, moving furniture and putting rubbish out for those with mobility problems.
And that’s not all – in the last year they also took 2,558 energy-meter readings on behalf of customers!
During 2014-15 caretakers carried out 1,734 repairs in communal areas.
During 2014-15 caretakers carried out 865 tasks in customers’ homes.
During 2014-15 caretakers recorded 296 examples of these types of support tasks.
• Looking for information about your lease?
• Want to know more about service charges?
• Interested in major works and repairs to your block?
We have updated your leasehold handbook and added it to our website in easy to read sections.
To find out more visit www.gatesheadhousing.co.uk/in-your-home/leaseholders or scan the code with your tablet or smartphone.
Leasehold news
HR Leasehold 1pp A5 advert 2015.indd 1 31/03/2015 13:22
20
We’re still ‘at your
service’ say
customersOur recent survey of high-rise customers shows that the majority are happy with their caretaker and concierge services, with figures improved on last year.
Of the 314 tenants and leaseholders who took part, 96% are happy overall with the caretaking service, and 87% are happy overall with the concierge service.
The caretaking service in particular was rated very highly by customers, with every criteria scoring higher than 90%.
The results show how much residents value the services we provide. We also received a number of compliments about individual caretakers, which was very positive.
In the coming year we will continue to involve our residents to make sure we keep up these high standards.
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96% of customers
were satisfied with the
caretaker service
as a whole.
This was up from last year
(94%)
94% of you were satisfied with the general
tidiness of the area around your block.
87% of customers were
satisfied with the
concierge service as a whole.
97% who had contacted the out-of-hours
caretaking service were satisfied with the action
we took or the advice we provided.
This is up from last year
(86%)
When a caretaker carried out a small task
in your home, 98% of you were
satisfied with the standard of work.
22
The housing company has joined the Safe Places initiative, with all of our housing offi ces now designated as places where people with a learning disability can go to get help.
Safe Places is a national initiative, with organisations and venues identifying themselves by a nationally recognised sticker displayed in the window.
When they see this sticker, people with learning disabilities can feel reassured that they can go into that place and speak to someone if they feel anxious or distressed when out and about.
The scheme aims to provide a place forpeople to get help if they:
• are lost• have lost a bus pass, wallet or purse• have had something stolen• are being bullied• are upset about something.
Safe Places for people with learning disabilities
Want to know more?To fi nd more about the Safe Places schemecontact John at Your Voice Counts [email protected] or on 0191 478 6472(this is not an emergency contact).
Or go to the Gateshead People website atwww.gatesheadpeople.btck.co.uk/ The Caretakers
are very pleasantand willing to help.
(Bedale Court)
Got a smartphone? Scan here to fi nd your nearest housing offi ce.
23
Multi-storey photo gallery Residents from the Multi-storey Service Improvement Group (SIG) requested that we get some new pictures for communal areas of blocks.
We worked with Gateshead Library Service and residents to select several historic photographs of Gateshead. The pictures are now installed in the 13 blocks in the Central area and are very popular with residents.
We now plan to ask residents in the remaining 12 blocks to select the pictures or photos that they would like to see.
Landscaping at Barns Close Overgrown bushes and grass have been removed, which residents agree has improved the appearance of the grounds.
St Cuthbert’s plaque In 1970 the then Prime Minister Harold Wilson offi cially opened St Cuthbert’s Village, which provided affordable homes for 3,500 residents in Central Gateshead.
A plaque marking the occasion was placed in the entrance to St Cuthbert’s Court, the last remaining part of the village, following redevelopment in the 1990s.
The plaque has been refurbished, and photographs from the opening ceremony have been installed.
In the last year our employees have been working with you on a range of small schemes to improve the appearance and security of multi-storey homes.
Homes to be proud of!
Our caretaker is pleasant and
trustworthy.
(Priory Court)
Resident Bernie Miles and Housing Manager Richard Finlow admire the pictures at Park Court.
22
24
Friendship seat at Willerby and Ripley Court Residents requested a seat within the main entrance, to use while waiting for a lift.
They worked on a design with an artist and Estate Offi cer Jackie Delaney, which we then had safety approved by the Fire and Rescue Service.
The seat is now in use, and residents agree that it’s useful and looks fantastic.
Sitting area at Acomb Court Acomb Court residents approached their estate offi cer about creating an area to sit outside and enjoy the lovely views.
In response, we altered the fencing around the block to open up an area for residents to use.
Security lights at Bensham Court Residents reported feeling unsafe because the car park and entrance were very dark at night.
We installed security lights outside the communal lounge, providing light across the car park.
Improvements to the main entrance atWarwick Court The lighting to the communal entrance of Warwick Court has had an upgrade, making the area more welcoming.
To complement this the Caretaker has painted the internal brickwork and further work is planned to update two internal planters.
Margaret Freeman of Willerby Court using the friendship seat.
25
Lavender gardens at Newbolt and Tennyson Courts To improve the appearance of two external raised fl ower beds we are going to plant a lavender garden.
Caretakers will help to maintain the fl ower beds once installed.
Repair of fencing at Eslington Court The appearance of the grassed areas at the back of Eslington Court will be improved by removing and making good the damaged and unsightly fencing.
Hanging baskets 29 hanging baskets will be added to the entrances of all multi-storey blocks in the Central neighbourhood, improving their appearance.
Want to know more?If you have a suggestion for a small scheme thatwill help to improve the appearance or securityof where you live, get in touch with your EstateOffi cer, email [email protected] call the Multi-storey Team on 0191 433 5370.
24
Got a smartphone? Scan here to fi nd your nearest housing offi ce.
26
On our websiteyou can access
housing services24 hours a day
Access servicesor tell us what
you think
Information about repairs, rent, your home and more in
one place
www.gatesheadhousing.co.uk
Got asmartphone?Scan here to
go online.
facebook.com/gatesheadhousingcompany
twitter.com/gatesheadhc
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On our websiteyou can access
housing services24 hours a day
Access servicesor tell us what
you think
Information about repairs, rent, your home and more in
one place
www.gatesheadhousing.co.uk
Got asmartphone?Scan here to
go online.
facebook.com/gatesheadhousingcompany
twitter.com/gatesheadhc
TGHC Website 1pp A5 advert - CMYK.indd 1 02/03/2015 14:38
Former tenants call 0191 433 5364, 0191 433 5834 or email [email protected]
For Benefits call Gateshead Council on 0191 433 4646 or email [email protected]
• You can pay at any PayPoint outlet or Post Office using your rent payment card
• You can call 0845 149 0002 using your debit or credit card 24 hours a day
• Why not sign up for Direct Debit? It’s safe, easy and quick - ask at your housing office for a form
• You can pay online or get a balance at www.gatesheadhousing.co.uk/ in-your-home/rent-and-benefits
www.gatesheadhousing.co.uk
www.facebook.com/gatesheadhousingcompany
www.twitter.com/gatesheadhc
Got a smartphone?
Scan here to pay your rent online
You can also email [email protected] or visit www.gatesheadhousing.co.uk
