Communitylink

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Link Housing Ltd ACN 003 0840 928 (02) 9412 5111 Level 12, 815 Pacific Hwy, Chatswood www.linkhousing.org.au

summer2015

Hello from Andrew............................1

Link’s Customer Service Strategy....2

You said, we did!..............................2

Beware of Centrelink Scam.............2

Simplifying Ticketing forPublic Transport...............................3

Link Housing attends the Granny Smith Festival in Eastwood..3

‘What a home means to you’Art Exhibition....................................3

End of Year Tenant Celebrationa Resounding Success!...................4

Well Being Survey............................4

Link Housing Staff Near You!..........4

Cookbook..................................4

Tenant Advisory Group (TAGs).......5

Quick Reminder to...........................5

Christmas Closing Hours.................6

Sleeps Rough Event........................6

Link Housing Scholarships..............6

Free Courses at TAFE.....................6

In thIs Issue

hello from Andrew

I would like to wish all our tenants, staff, Directors, partners and supporters a peaceful and relaxing Christmas and New Year holiday.

It has been a really busy and exciting time at Link Housing this year. Our Tenant Advisory Group have been brilliant – and our end of year tenant party is now officially my favourite day on the calendar. As promised, I said hello to as many people as possible and shared in a wonderful evening. Of particular note was the great entertainment provided by TAG and Tina Turner, AKA our wonderful Dorothy.

Everyone connected with Link Housing has a lot to be proud of. I am however excited at the prospect of trying to do better next year, building on our successes, (and things learnt) and making sure that we provide even more homes for people who need them in 2016.

Over the coming weeks there is likely to be significant changes for Local Government. I would like to put on record my personal thanks to each of the 11 Councils in Northern Sydney who have been fantastic partners and advocates for Link Housing over the past 31 years.

Finally from me, I hope you are all well, and I look forward to saying hello again soon.

Andrew McAnulty, CEO, Link Housing

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Link housing Customer service strategy

documents have been developed in consultation with tenants and staff to ensure we have captured what is truly important.

We are always happy to receive your feedbackas this helps us improve our service delivery.You can give your feedback via the phone02 9412 5111, via the website linkhousing.org.au or by writing to us Link Housing PO Box 5124, Chatswood West NSW 2067

You said, we did!

Keep me Informed • Website updated regularly • All tenants invited to Regional Meetings

Get it Right • New Complaints Register to monitor responses • Complaint outcomes used to improve policy

Provide Timely Response

• Mystery Shopping Program underway to monitor customer service • Monthly survey of maintenance repairs • Customer Service Training of Staff

Be Professional • Commenced assessment against the International Customer Service Standard

Respect My Rights

• Encouraged appeals and complaints when tenants disagree with a decision or service received

Beware of scammers imitating CentrelinkOfficers

The Australian Competition and Consumer Commission is warning consumers to beware of scammers. These scammers are imitating Department of Human Services or Centrelink officers to trick you into handing over your money or personal details.

how these scams work • You receive a call from someone claiming to be from the Department of Human Services or Centrelink. • The caller tells you that you are entitled to more money but you must provide some personal details to prove your identity. At this point the scammer attempts to gather as much as they can about you for identity theft. • If you provide these details the scammer will then ask you to send money directly via a wire transfer service or may even direct you to your nearest Post Office to pay the ‘fee’. • The scammer may claim that your Centrelink payments will be cut off unless you pay the fee. • If you send any money via wire transfer, you will never see it again – it’s nearly impossible to recover money sent this way. You will also never receive the promised rebate or refund. • If you refuse to do this, the scammer might use any bank details you provided to access your bank account directly and attempt to steal your money. These details may also be used in the future for identity theft.

continued

Our Customer Service Strategy and Service Commitment are now complete. All tenants should have received a copy in the mail. This is our 3 year plan for improving customer service for all Link tenants. The Service Commitment is an annual commitment to our tenants for customer service. Both of these

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Protect yourselfIf you receive a phone call out of the blue from someone claiming to be from a government department and they claim that you are entitled to money – hang up.

If you have any doubts about the identity of any caller who claims to represent a business, organisation or government department, contact the body directly. Don’t rely on numbers, email addresses or websites provided by the caller – find them through an independent source such as a phone book or online search.

Never give your personal, credit card or online account details over the phone unless you made the call and the phone number came from a trusted source. If you think you have provided your account details to a scammer, contact your bank or financial institution immediately.

You can report scams to the ACCC by calling 1300 795 995.

simplifying ticketing for Public transport

From 1 January 2016, most paper tickets on public transport will no longer be sold, including: • Pensioner Excursion tickets • MyBus TravelTen tickets • MyMulti Weekly tickets • MyFerry TravelTen tickets

The only paper tickets available will be single Adult and Concession tickets (trains, buses, ferries and light rail) and return Adult and Concession tickets (trains, ferries and light rail).

Plan ahead and get your Opal card to travel on trains, buses, ferries and light rail in and around Sydney. Opal Cards are available at most newsagents, 7-Eleven stores, Post Offices, Woolworths, etc. and online. Opal cards can be easily topped up at these and other outlets.

Link housing attends the Granny smith Festival in eastwood

The sun was out and the crowds out in force to cheer on the participants in the granny smith parade in October. Tenants and TAG members joined staff and their families to fly the Link Housing flag and help raise awareness for the need of social and affordable housing in Northern Sydney. The star of the day was Link Housing’s mascot, Cookie the dog who wore his very own Link T-shirt with pride.

‘What a home means to you’ Art exhibition

Link Housing’s “What a home means to you” art exhibition will be held in The Warringah Creative art space between1st June - 4th June 2016. The exhibition welcomes contributions from all of our tenants as well as entries from the wider community. All forms of art will be welcome.

Get your creative juices flowing and start creating that masterpiece! Watch out for further details shortly.

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end of Year tenant Celebration a Resounding success!

Over 180 people attended Link Housing’s annual end of year party. There were performances by TAG and staff as well as entertainment from an amazing magician. The photo booth proved to be a big hit with everyone taking home some crazy photos as a memento of the night. The food was delicious with various dishes on offer. The night finished up with numerous lucky door prizes being handed out. Hopefully we can make next year bigger and better!

The winners of 2015 gardening completion were announced with all the winners there to collect their prizes. The overall winner for 2015 was Frances Horne from North Ryde. Well done Frances!

Well Being survey

You will have received a copy of Link Housing’s Health and Wellbeing Survey with this newsletter. It asks questions about how you are doing generally and how you feel about your future. Your responses will allow Link Housing to plan for the future and ensure we employ the best services and develop the best programs to meet your needs both now and in the future. The survey will be completely anonymous. You can fill out and return the survey in the reply paid envelope included. You can also do it online at: https://www.surveymonkey.com/r/linkhealth

Link housing staff at Locations near You!

If you need some advice or help with tenancy matters but find it difficult to make it into the office, Link Housing staff attend two off site locations to offer all the help you may need. • Burdekin Office, 2 Victor Road, Brookvale, no disabled access – 2nd and 4th Thursday of the month. 9.00am to 12.30pm • Ryde Centrelink 9.30am – 12.30pm & 1.30pm – 4.30pm every Tuesday

Cookbook

There’s still time to get those recipes in for Link Housings very own cookbook! Whether it be an old family favourite or something new and exciting you’ve just discovered, please send them in or call Liz or Natasha on 02 9412 5111

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FeedbackIn the last year we received a lot of great comments which cannot be written in the Newsletter all at the same time. So we have decided to add a couple or so of comments in each Newsletter.

“I have not words to describe how muck Link, Andrew and staff have helped me. I have a home and it is thanks to them. I acquired knowledge and am now employed – it is thanks to Link. Thank you every one! God bless you all”.

- Anonymous

“Since joining Link Housing’s TAG in 2013, I am happy to see that our numbers have grown significantly. Having been on and off TAG during my tenancy, it is a positive surprise to finally see so many more tenants participating in the meetings and the policy reviews. At the first Link Housing TAG meeting, staff outnumbered us. Now we are a positive and motivated group of people and we keep growing! It is a testament to the great work the Link Housing Management are doing that more active participation is possible. Thank you Link and thank you TAG”

- Shelley Kay

Quick Reminder to…

• always inform Link if you or a member of your household commences work or there is a change in your circumstances • contact Dorothy 9412 5113 for repairs

tenant Advisory Group - tAG’s Corner

TAG’s Mission: “To inspire the active voice in all and enrich community relations”.

Affordable housing ForumOn the 4th December, TAG joined Link Housing CEO Andrew McAnulty, Link Housing Staff, and various Northern Sydney support services at an Affordable Housing forum hosted by Link at the South Narrabeen Surf Club. The discussion was chaired brilliantly by Jean Kittson, a well know entertainer and writer and active charity advocate. Minister Brad Hazzard, Minister for Housing attended and said he welcomes innovative suggestions and ideas in relation to housing options in NSW.

“It was great to have Northern Beaches Locals voice their difficulties in continuing to manage their housing costs even though on pretty good incomes. Lower income residents did not need to say anything...” Greta Angel said.

tenant PartyOn 26th November, we celebrated our Tenant End of Year Party! It was a blast!

The TAG organised a segment from the Sister Act 2 2 Movie and we all sang O Happy Day! The audience was delighted! The Actors/Singers were: Letty, Carlos, Coleen, Greta, Helen, Fe, and Joselita.

Dorothy Tuagalu presented a Tina Turner number with great precision. Some of us thought she was Tina Turner’s relative, she acted Tina Turner so well! Lots of enjoyment. Thank you Dorothy!

Andrew McAnulty presented gifts to thank all for their contribution during the year. My son Luke gave one of our gifts to a pretty girl. He thought we had been blessed enough.

There were many tenants with their families expressing their gratitude for affordable living.

Coordinator Suzanne Sheerin, organised the venue and menu- providing choices of excellent foods.

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Link housing scholarships

Applications for 2016 Scholarships are now open! The Link Housing Education Scholarship Program provides opportunities for Link Housing tenants and members of Link Housing households to access monetary assistance towards a recognised course of study or to buy resources and equipment needed for a course of study.The scholarship program is focused on assisting people to: • attain the skills to return to employment. • improve employment opportunities. • improve education and career prospects. • improve the well-being of the household.

Some recent recipients have applied for assistance to study a law degree at university, childcare courses at TAFE, complete a nursing diploma and fund music lessons for musically gifted children.

Applicants must be a Link Housing tenant or household member and already be enrolled in a course.

The deadline for applications is 31st January 2016. You can apply for the scholarship atwww.linkhousing.org.au. Or call the office on9412 5104 to have the forms posted to you.

Free courses at tAFe northern sydney Institute The Northern Sydney Institute is offering a number of free short courses over the next few weeks. These courses focus on providing participants with practical, vocational skills such as web design, hairdressing, sound production, early childhood education and accounting.

Course list can be found here: http://www.nsi.tafensw.edu.au/Search.aspx?&Keywords=tpptfre

Christmas Closing hours

Link Housing will be closed for the festive period on the following dates:

Thursday 24th December – Friday 1st January. We will re-open Monday 4th January at 9 am and resume normal business hours.

For all repairs and maintenance issues, please use the following numbers:Out of hours electrical repairs: 9412 5191Out of hours plumbing repairs: 9412 5190

It is imperative that tenants leave their contact phone number and details or our repairs teams will not be able to return your call.

Those living in a leasehold property should contact the repairs numbers set out in your lease agreement.

In the case of severe weather emergencies, please contact the SES on 132 500

sleeps Rough event

The StreetWork staff and volunteers job in looking after local homeless youth is incredible. St John’s Ambulance watched over us to make us safe and the presence of Willoughby Major, Gail Giles-Gidney was inspirational. Our thoughts and love were with our fellow Australians who were doing it rough. It was indeed a moving evening to remember.

Fe Sinclair - Tenant Advisory Group member

The first “Sleeps Rough” event, sponsored by Chatswood Chamber of Commerce and the Salvation Army was held in August. The event aimed to raise awareness about homelessness and domestic violence. It saw 30 excited participants camp out in a “shelter” made of boxes within a storage complex generously donated by Storage King in Chatswood.

Newsletter Design by Samuel Luke 2015