Hydelife May 2014

HydeLife

The Hyde Group Resident Magazine

Issue No. 13 May 2014

The one to remember

Welcome

Please recycle this magazine after you’ve finished reading it.

0203 207 2520

[email protected]

The Editor, HydeLife, 30 Park Street, London SE1 9EQ

ContentsHydeLife

The Hyde Group. Long Lane Studios, Staple Street, London SE1 4BS

Freephone 0800 3 282 282*

[email protected]

www.hyde-housing.co.uk

facebook.com/hydegroup

twitter.com/hydehousing

If you have any queries or comments, please don’t hesitate to contact us

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HydeLife is available as both a paper copy and on the Hyde website. If you already view it online, or would like to start doing this and would prefer not to receive a paper copy, please let us know, either by calling

0203 207 2520 or by emailing

[email protected]

Contact the magazine

Contact Hyde

For Text Relay from a textphone add 18001 before the number you want to call or to use a textphone dial

0208 297 7501

As you’ll have seen there’s a free fridge magnet attached to the front cover of this issue of HydeLife.

Please be sure to put it somewhere handy to refer to – it’s got the number on it that you’ll need to use to contact us from now on – whether it’s a call to Customer Services or our out of hours emergency service. You can find out more about this change in the cover story.

Thank you to those of you who took the time to provide feedback about Hyde’s group wide residents’ magazine, HydeLife, by completing the survey that was provided along with the last issue. Based on your feedback, we’re continuing to deliver what you’ve told us is a winning formula.

Also, back by popular demand is another chance for someone to win a Kindle Fire in the competition, so what are you waiting for?

Enjoy!

Cover pic: Apprentice Akile Weir, promoting our One Number message.

6 Switched onHave you been swayed by Switched On?

4 Cover storyThe one and only

3HydeOutCarol’s catch upChance to become Chair

Resident inspections8Fire safety

12 Residents’ AwardsBowled over!

10 Help from HydeWinning ways into work

16 Out and aboutWhat’s been happening

20 ...and finallyWord Search and a Sudoku

19 For informationPerformance. Useful Contacts

Residents’ Round up

7

Please bear with us

Repairs and Maintenance Services

14Fantastic feedback

Survey highlights

Your chance to win a Kindle Fire

18 Competition

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*For those of you calling from your mobile phone, if you have a contract that provides free call minutes, dial 0300 1 232 233.

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Residents Round up

Carol’s catch upMaintaining standards within our residents’ homes is always paramount and this year has been no exception – in the twelve months from April 2013 to March 2014, we’ve delivered investment worth £22 million into residents’ homes including 1,050 new kitchens, 650 new bathrooms, 1,050 new windows and doors, 1,850 new boilers and heating systems and achieved 86% resident satisfaction with the service received.

Equally as important to Hyde as providing and maintaining homes, is making sure that our residents are at the heart of everything we do. This is the reason why we work with our residents and provide a range of support. In these ways, we can help people obtain vital life skills and experience that make a lasting difference, not only to them, but also to those around them.

During 2013, we helped 3,740 residents to get out of debt and into work. 50 took up work placements and 208 secured paid jobs. We awarded 237 ‘Hyde Young Pride’ awards so young residents could take part in activities that improved their skills and confidence, and awarded 133 charitable grants to help residents pursue their vocational goals. 100 young people improved their money and tenancy management skills in our ‘Big Brother’ style ‘Money House’ and 25 Digital Champions were recruited and trained to help other residents get on-line.

However, there have also been some challenges. Since the changes were made to our Repairs and Maintenance Services at the end of October 2013, some residents have experienced problems with our service for which we sincerely apologise, which is why on page 7 there’s an update from me – I’m confident that in the longer term, the necessary changes that have been made (a process that fully involved residents) will lead to the improvements that our residents told us that they wanted (a better service with an improved overall customer experience), but we still have some more work to do behind the scenes to make this happen and I need to ask you to bear with us a little longer whilst we do this.

Best wishesCarol CarterGroup Director of Housing

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An exciting opportunity has arisen to lead one of Hyde’s strategic residents’ groups. The Hydewide Residents’ Eye (HRE) oversees Hyde’s regular service inspections, which are carried out jointly by a group of staff and Resident Inspectors.

As the Chair, you’ll help to develop the role of HRE and ensure its work contributes

to improved services for residents. Previous experience of chairing or committee work is required, combined with a real interest in improving services. Additionally, experience on voluntary or community groups, or experience in customer services, housing or resident involvement would be an advantage.

Full training, induction and support will be provided.

To find out more, or to request an application form, please contact Susie Birch on

0203 207 2759 or drop her an email at susie.

[email protected]

The closing date for applications is Monday 30 June 2014.

HydeOut is the Lesbian, Gay, Bisexual and Transgender (LGBT) staff network group here at Hyde, which was launched in October 2013. The purpose of the group is to support LGBT staff across Hyde and to help ensure services are relevant to Hyde’s diverse customers.

The formation of the group was stimulated by interest from staff members keen to establish a group and by learning from the charity Stonewall about how this can help both staff and customers.

HydeOut is keen to raise the visibility of LGBT issues. Staff members have developed a work plan for 2014 and have met with a resident advisory group to

explore how we can connect with customers. We will be fundraising for the Albert Kennedy Trust (www.akt.org.uk ) as our chosen charity for the year.

HydeOut is a small voluntary staff group. We cannot offer direct support or guidance to LGBT residents, but we are happy to collect helpful comments and observations about our work and Hyde’s services. Our email address is

[email protected]

Chance to become Chair

HydeOut

Please note – If you’re currently a member of Hydewide Residents’ Voice (HRV), or are thinking of becoming a member of it, membership rules mean that you can’t apply for this role.

Cover story

The one and only

4 Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details

You’re the oneWe want to make it easier and more convenient for you to contact us, so from now on there will only be one number that you’ll need to remember when calling us – whatever the time of day or night or whichever day of the week it is.

Akile Weir who started her apprenticeship with Hyde as a Customer Services Officer in February this year is the face of our campaign and is helping us to spread the word to residents.

Here she explains why she’s firmly behind the campaign….

The current situation is quite confusing – as well as the number that’s in use during office hours, there are a total of 14 other numbers in use for reporting an emergency outside of these hours, with the number that people need to dial, depending on where they live.

“But from now on, residents will have only one number to remember when calling Customer Services 24/7, 365 days a year –

Freephone 0800 3 282 282.“It will mean that anyone calling us

from a landline won’t pay for their call and moving to one number will also enable us to handle calls more effectively and make sure that all residents receive the same quality of service.

“However, mindful that some residents ring us on their mobile phone rather than from a landline, we will also be providing a secondary number –

0300 1 232 233 – so that people with free minutes as part of their contract will be able to use this number instead, which will be cheaper for them than using the 0800 number.

“As well as One Number making everything easier for our residents, it will also cost less, demonstrating better value for money.”

Preparing for the change

The new number goes live officially on Monday 2 June, but is in use now, so you can change your contacts straight away and start using it. If you ring our old numbers after 2 June you’ll hear a recorded message reminding you of the change and directing you to the new number. In the run up to go live we need to make sure that all staff and residents are aware of this important change.

You’ll see the ‘One Number’ message being promoted in all of our offices,

Community Centres and in both resident magazines (HydeLife and your local News and Views newsletter).

Also, if you contact Customer Services over the coming weeks you’ll be advised of the change so you can update your contacts.

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The one and only

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Apprentice Akile Weir, Customer Services Officer getting behind the One Number campaign.


What do I need to do?

It’s important that you have our new contact number to hand, so we’ve provided a free handy fridge magnet attached to the front cover of this issue of HydeLife, so you can always find our number easily at home. We’d also ask you to update your own contacts, in both your mobile and home phones with the new number.

Switched on


Whether we like it or not, the world around us is relying ever more on technology in everyday life. Many businesses are already moving towards a ‘digital by default’ approach to serving their customers.

Hyde too has a responsibility to play its part in helping our residents develop digital skills, or increase their existing skills and that’s where our ‘Switched On’ campaign comes in. Feel free to drop in

We now hold free drop in sessions every week at five of our community centres*, where you can use our computers and seek guidance from one of our staff. Don’t worry though if there isn’t a drop in session running close to where you live, as we do have other support options.

Have you been swayed by Switched On?

We are the ChampionsHave you got a tablet or laptop collecting dust in a corner at home? Or perhaps you’ve never used a computer and feel you’re missing out. Then why not get some friendly and relaxed support from one of Hyde’s Digi Champs?

So far we’ve recruited 25 volunteers who have already started working informally with other residents to help build their confidence online; whether it’s to browse the internet, Skype family and friends, find work, pay bills or simply research hobbies.

If you like the idea of receiving support from one of our Digi Champs just contact Hyde Plus using the details below and they’ll connect you to your local volunteer.

We already have Digi Champs at work in Brighton, Brent, Chichester, Horley, Islington, Kent, New Cross, Northampton, Peterborough, Southampton and Stockwell.

Over the coming months we’ll be recruiting and training more Digi Champs in other areas where we have homes. If you’re interested and want to find out more about becoming a Digi Champ, simply drop us an email at

[email protected]

Digital Champion, Jean Costello, shows others how it’s done

If you’d like to know more about the Switched On campaign and what support is available to help you get online, please contact Hyde Plus on

0800 030 4424 or if you’re calling from a mobile, dial 0208 297 7575

Spring OnlineThis year we took part in national

Spring Online week (31 March to 4 April 2014) by holding events in Peterborough and Kent.

During the week, resident Jean Costello, one of our Digital Champions, was presented with a certificate from Peterborough Councillor, David Seaton, at a special event which took place. The event, which included a fun digital quiz, was arranged to thank Jean and two young volunteers, for teaching new digital skills to residents.

Meanwhile in Kent, Digital Champions Steve Cable (a Resident Engagement Officer with Hyde) and Alan Joyce (an independent RAC** member) held informal sessions, dubbed “Coffee, Cake, Gadgets and Gizmo’s” at three of Hyde’s sheltered schemes. The sessions provided

an introduction to the different types of technology available, including lap tops, tablets, digital cameras and smart phones.

Alan, who helped deliver the sessions said: “It was great to meet residents and help them discover how new technology could enrich their lives. We had lots of interest in things like Skype, which could make a huge difference to some, making it much easier and cheaper for them to keep in contact with family and friends.”

* If you’re interested in finding out what the internet can do for you or just learning some new skills, then why not pop along to a session, if you live close to one of these community centres?

* *Resident Assurance Committee

Alan

Steve

Repairs and Maintenance Services

6 Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details 7

I wanted to take the opportunity to apologise to all those residents who have experienced problems since our new repairs and maintenance services went live at the end of October last year.

Why did we make changes?Our decision to change the services that we had in place was taken because of feedback we’d received from many of our residents, about a lack of consistency in the services that they were receiving. So together with residents we worked on finding a way to provide new and improved services. The changes we made included reducing the number of contractor organisations that had previously been providing Repairs and Maintenance Services from in excess of 85 down to a more manageable 12.

We also wanted to be able to offer speedier emergency repair times, appointment slots at convenient times and more repairs fixed first time – other things that residents had told us they wanted from their services.

The challenges since ‘go live’Since we went live with the new arrangements, we’ve faced some huge challenges. Behind the scenes though, we’re continuing to work hard to improve things as quickly as we can, whilst still continuing to carry out repairs and maintenance work.

Some of the issues are about our contractors’ readiness to meet our expectations and some have been caused by the technical difficulties that we’ve been experiencing with the new computer software system. This has meant that over the last few months there have been problems in getting the right person, with the right equipment, to the right place, to carry out the work that needs to be done.

On average 3,000 repair jobs are reported to us every week and so it only needs a couple of weeks of things not working as they should and suddenly there are a number of households who aren’t receiving the service that they have been promised. This then causes an increase in the volume of calls that we receive, as more residents contact Customer Services to report that their repairs haven’t been sorted. As a result, when residents do contact us, they have to wait longer

for their calls to be answered.On behalf of Hyde, I’m truly sorry for the

frustration that we know our difficulties have caused for some of our residents and would ask that you bear with us for a while longer, whilst we continue to make the necessary adjustments.

What have we done so far?Our ‘go live’ day coincided with severe storms and over the next few months very bad weather persisted which led to an increased volume of calls and a long wait to get through.

This isn’t acceptable – our service promise to our residents is to answer 85% of calls within 30 seconds – and so we’ve now taken on extra Customer Services staff. Already, the average waiting time for calls to be answered has reduced significantly.

We’ve also recruited extra technical experts and office staff to deal with the backlog of outstanding repairs and maintenance issues.

Our contractors have also increased the number of staff in their service teams to help clear the backlog of work.

A positive outcomeThe end result will be an improved service for residents – the whole reason for Hyde making the changes that it has – and I can only apologise once again that some of the challenges we have faced has led to unacceptable levels of service in some cases over the last few months. Finally, I want to reassure you that the necessary steps are being taken to deliver the consistent level of service that you should expect.

Carol CarterGroup Director of Housing

Please bear with us


Resident inspections

Angela: What is Hyde required to do in terms of fire safety?Grahame: Hyde, along with other housing providers, has fire regulations that it must follow. It has to make sure that there are robust fire management procedures in place; that communal areas have high standards of housekeeping and remain clear of stored goods and that any fire prevention measures fitted when the building was constructed and all fire safety equipment in communal areas are maintained to a high standard.

Brian: Are people who live in tower blocks safe, or does high-rise mean high risk?Paul: Fire statistics show that a fire in a bungalow is actually more likely to result in an injury, than a fire in a high-rise block of flats.

Flats in tower blocks are built as independent compartments; all have high levels of safety features within them and any doors that open onto common areas must be fire rated doors, with self-closing devices fitted to them. For this reason, alterations to these doors must not be carried out, as they can affect safety. (Alterations cover all of the following: installing cat flaps, changing the glazed panel for another type of glass, removing or adjusting the self-closing device or changing the door completely).

In the unfortunate event that a fire does start inside a flat, the fire safety features will contain the fire within the flat for a given period of time. So it’s generally safer for residents

in other flats to stay inside their own flat, until advised to do otherwise by the Fire and Rescue Service. However, it’s really important for residents who do live in blocks of flats to make sure that they know the fire safety policy for where they live - should they stay put or get out when a fire starts in another flat or in a communal area? Anyone in a flat where a fire starts though should always Get out, Stay out and Get the fire brigade out.

As more fires start inside flats than in communal areas, residents do need to play their part in helping to keep everyone safe, by regularly checking that their smoke alarms are working correctly.

Angela: Hyde has a managed policy for its communal areas. What does this mean?Grahame: One of two approaches can be taken in relation to storage in communal areas - either a zero tolerance policy, where absolutely nothing can be left (not even a door mat), or, a managed policy – where the landlord makes informed decisions about items, based on their suitability to be in communal areas. This is the policy that Hyde has adopted. Hyde’s Communal Areas policy was created in consultation with involved residents, with input from the London Fire Brigade.

Brian: From a fire safety point of view, is it acceptable that some residents have installed security grilles over their doors?

Paul: Whilst Hyde does recognise the concerns that some residents may have around personal safety and security, we advise people to give very careful thought to the potential consequences of having a security grille. In the event of a fire, a key is needed to open them and it can affect the speed at which a person can escape and also can make it more difficult for the Fire and Rescue Service to get in, either to rescue people trapped inside, or to fight a fire.

Angela: Hoarding can affect fire safety. What does Hyde do about residents who are hoarders?Paul: Hyde recognises that residents who have issues around hoarding need support from a range of agencies. The Fire and Rescue Service is heavily involved across the country with housing providers and is happy to get involved using a range of strategies to help manage and reduce the risks to both the resident and their neighbours.

Brian: Fire extinguishers used to be provided in blocks of flats, but have been removed. Why?Paul: After consultation with the Fire and Rescue Service and using the latest guidance, it’s now known that it’s far better for all residents to understand the fire procedures for their block and if a fire starts in their flat, for them to Get Out, Stay Out and Get the Fire Brigade Out.

FIRE safety

The Hydewide Residents’ Eye (HRE) inspection that took place in February looked at fire safety in blocks of flats. As part of this inspection, Resident Inspectors, Angela Wait from Mottingham, Kent and Brian Skates from Brockley, London put some questions to Hyde’s Fire Consultant (Paul King, from Charlton Ross) and Fire Contract Manager (Grahame Middle)...

If you’re interested in helping to improve services for all residents...then why not become one of Hyde’s Resident Inspectors?

We’re always looking for more residents to help carry out inspections.

No previous experience is necessary, but you must enjoy talking to other residents, have good organisational skills and be interested in improving services. Full training is provided and you’ll work in a team with other residents and staff.

All travel and carer expenses can be reimbursed and Resident Inspectors receive shopping vouchers as a thank you for carrying out the work.

If you want to find out more, contact Susie Birch or Jemma Disbray on 0203 207 2600 or send an email to jemma.disbray @hyde-housing.co.uk

Next stepsAs with all inspections, the inspection team will make some recommendations for improvements based on their findings. Key to this inspection will be recommendations to raise awareness and improve communications around fire safety with residents.

Left to Right Susie Birch (Service Delivery Compliance Manager), Paul King, Brian Skates, Grahame Middle and Angela Wait.

Check out our Handy Hints for the home leaflet which includes fire safety information. It can be found on our website (Select Publications from the toolbar and then click on ‘read more’ under the Information leaflets section). Alternatively, contact our Customer Services team on

Freephone 0800 3 282 282*

*For those of you who use a mobile and have a contract with free minutes, use this number instead

0300 1 232 233

Pauline’s pleaAnyone who has had a fire will know how scary it is and how quickly it spreads.

Many years ago when I was living in a council house with my first two children, I smelt smoke and when I went into my kitchen the cooker was on fire.

My first thought was to get the children out and I screamed to my neighbour to call the fire brigade.

The impact it had on us as a family was huge – I had to seek help from Social Services and I felt so low. My neighbours were great though– they rallied around helping with meals and cleaning.

After the fire, as the children grew up, we’d have regular practices – making it fun, we acted out what we’d do if there was a fire. I also started to keep a window key in the bathroom for us to use if we were upstairs.

I’m pleased to say my children now do the same with my grandchildren. You always think it won’t happen to you; well it might, so protect your family and

home by working out a plan – make it fun, but with a sense of urgency. I hope no one goes through what I did, but it’s best to be prepared.

A few simple rules can make all the difference, so give it a try and find out what works for you.

FIRE safety

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Help from Hyde

Winning ways into workPeople can find themselves struggling either to find work or to find work that they enjoy. Hyde can make a difference, read on to hear first hand how Hyde has helped three people in different ways...

To find out more about ways that Hyde can help you into work either call 0800 030 4424 or drop an email to [email protected]

Paws for thought“Although my job in customer services enabled me to look after my children, it was making me ill, so I needed to find something else to do. I’d always wanted to work with animals and so started to save up to train as a dog groomer. Having completed the first two levels of the qualification with flying colours, I still needed a further £1000 to complete the final part, but it would have taken me years to save this up.

“That’s where Hyde came in – I successfully applied for a bursary to pay for the course and once I’d qualified they also helped me to apply for a start-up loan so that I could set up my own business. I now run The Dog Station and I absolutely love my work.

“Hyde has changed my life. I can now build a future for my family and I don’t need to depend on benefits. I work really hard – but it’s all been worthwhile.”

Tricia

Constructing a future“As a graduate in Civil Engineering I desperately wanted a career in construction, but was facing the age-old conundrum of not being able to get a job without any experience and not being able to get any experience, as I didn’t have a job!

“That’s where Hyde was able to help – I saw one of their leaflets about apprenticeships. I ‘phoned the number given on the leaflet and explained my circumstances. The person that I spoke to listened to me, they empathised and saw qualities in me that I didn’t see in myself. They were willing to help and I was offered three weeks of unpaid work experience with building contractors, Osborne. I was extremely happy because I knew I was a step closer to where I wanted to be and what I wanted to do.

“Anyone who wants to work in the construction industry needs to pass the Construction Skills Certification Scheme test (CSCS) and Hyde also sponsored me to do this and provided me with a practice dvd and other materials so that I could prepare myself for the test. I was delighted to pass – it took me another step closer to my goal.

“My unpaid work experience with Osborne went really well and my work experience was extended for an extra three weeks, at the end of which I was offered a job!

“If you’re in a similar situation to me, be determined and don’t give up – call Hyde and see how they can help you.”

Ola

“Before successfully applying for a Hyde Apprenticeship earlier this year, I was working in a dead end retail job with no career prospects at all.

“Now, three months into my role as a member of Hyde’s Resident Engagement team based in London, I’m finding that no two working days are the same and that I’m busy meeting new people, including Hyde residents and responding to a range of different challenges.

“Having a structured work life has really helped me, not just with my career advancement but with my social and emotional development as well - I’ve learnt a huge amount from my team and have become more sociable.

“As well as the practical experience of working with a leading housing provider, I’m also studying for a level two National Vocational Qualification (NVQ) whilst earning a salary well above the minimum apprentice wage.

“Hyde has had a tremendous impact upon my life. It could not have come at a better time – not only did I grasp this opportunity with both hands, I grasped it with my whole body! When I got accepted there was no looking back.

“I’m really proud of what I’ve achieved already, in such a short period of time – like the first time I took minutes at a

meeting; my colleagues told me how well I did and that’s given me a huge boost. It’s made me want to do and achieve so much more and with Hyde I feel I can.

“Since becoming a Hyde apprentice my life has changed drastically at home and outside. My life is more settled and I kind of feel more mature now. All I can say is onwards and upwards!”

Rafi Hussain

We’re now looking for our next

group of people eager to take up

apprenticeship opportunities.

You can apply from Monday 9

June on our careers website at

www.hyde-careers.co.uk/

opportunities/apprentices

or call Freephone 0800 3 282 282*

*For those of you who use a

mobile and have a contract with

free minutes, use this number

instead

0300 1 232 233


Winning ways into workThe making of me

Residents’ Awards

Community Champion Overall Winner: Samira Mohamoud The winner of this award was chosen by the audience at the ceremony from amongst sixteen residents, all of whom had been recognised as having made an outstanding contribution within their communities.

As well as the work that Samira does as one of Hyde’s Welfare Reform Champions, she also acts as a free translator at a community centre and for The Hyde Group. She supports staff in reaching out to Somali residents, to ensure they can get involved and access services and is the driving force behind the Somali Women’s Group.

Community Project Winner: Hyde Village’s Young People’s Drama GroupThis Group, as well as providing a nurturing environment for young people to learn drama, has taken disadvantaged children to Euro Disney, run Christmas and summer activities for young people and holds bingo evenings (which are so jam-packed, that there’s standing room only!).

Many of Hyde’s residents dedicate their time, energy and personal resources to making their communities better places to live and to working with Hyde to improve services. Their hard work and consideration of other residents really does change people’s lives and Hyde wanted to take the opportunity to thank them and celebrate what they do.

The winners on the night were...

On Friday 28 March, at an Awards ceremony held at Lord’s Cricket Ground, Hyde recognised the outstanding commitment and many achievements of residents at this year’s ‘Making a lasting difference awards’.

Nominations for the six categories were received from staff and residents alike. The judging panel was bowled over by what residents had achieved and faced some tough decisions when deciding who should receive each of the awards from amongst those who had reached the shortlist. On the night some fantastic examples of community projects were shared, including a lunch club providing hot food to elderly members of the community, drama activities being provided for young people and groups working hard to keep local facilities and gardens maintained. Those who attended also heard about individuals who take the time to be champions in their communities, helping their neighbours and building community spirit.

There were also nominations for residents and groups who dedicate time to working with Hyde to improve services, either through scrutinising performance, working on projects or taking part in staff recruitment.

A big thank you to every single nominee who deserves to be celebrated for their part in making our communities better places to live.


Positive Partnership Working Group Award Winner: Packington Square Board This group of seven highly committed residents, based in the London Region are currently supporting the 10 year regeneration project to demolish and rebuild their estate. The judging panel was very impressed by the many ways in which this group has effectively worked in partnership with Hyde staff and contractors, in so many aspects of the project, to represent the views and opinions of their neighbours.

Young Resident of the Year Winner: Layton McLeanLayton, who lives in the London Region, was chosen for overcoming many obstacles to train as a youth worker, volunteer as a play scheme facilitator and for his work at an afterschool club. He spends his summers working at summer camps and is a qualified FA Level 2 football coach. To quote the words in his nomination “he is an inspiration.”

Resident of the YearWinner: Lee RobinsonLee, who lives in the South Region, was nominated for making a lasting difference as a strongly valued involved resident at all levels, from his Area Panel through to the Group Board. He was a strong Chair of Hydewide Residents’ Voice for four years and over this time he acted as a true critical friend for Hyde.

There was also recognition for the following…Special CommendationPositive Partnership WorkingThe Hyde Procurement PanelHighly CommendedCommunity ChampionAnne GrayCommunity ProjectHyde Village Senior Citizens’ Lunch ClubYoung Resident of the YearZan-Marie Parker; Poppy, Chloe, and Abigail Hester Ryan HollowayYalda NourzaiChelsi Beale, Owen Spencer and James Martin Dale Whiteman

Effective Scrutiny Winner: The Hillside Resident Assurance Committee (RAC)This Committee was recognised for its perseverance in getting started, as well as for its effective scrutiny. Members had had to overcome strong resistance from some of the local residents in the area, to become an impressive group, dedicated to improving services.

Positive Partnership Working Individual Award Winner: John O’LearyAs well as being at the forefront of following up and resolving a wide range of issues on his estate, John, who lives in the London Region, also plays an active role in Group wide matters including complaints resolution, staff recruitment and procurement.

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Survey highlights

Fantastic feedbackIn January 2012, based on feedback from our residents, the first issue of the new look group wide magazine was sent out to residents. The changes we made to HydeLife were based on what we’d been told by residents: “We want a magazine with fewer pages that provides relevant information in a clear way, with less words and great pictures.” After seven issues of the new format, it was time to check again with residents whether we were still on the right track.

Q1 Where do you live?As you can see, the largest response was from residents living in the South Region.

Q2 I am...HydeLife does seem to appeal across a wide age range of our residents. However, the 65 -74 year age group has been the most active in letting us know their views!

Q3 I read HydeLifeOf those who responded to the survey, the overwhelming feedback was that residents do read HydeLife, whether it’s every time (73.26%) or just sometimes (19.77%).

Q4 I enjoy...We’re glad that we’re getting it right with the types of information articles that we’re including. Whilst both the competition and puzzles are popular, there were different views about the puzzles, some telling us that they’re too hard and others telling us that they’re too easy! Some of you said you’d like more puzzles and competitions. However, with the amount of pages in the magazine, it would be difficult to give over more space for these, as we then wouldn’t have enough space for the other types of items that you also let us know that you enjoy reading. It’s a tough one.

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Residents’ Round up

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Out and About

photos from activities

Competition Puzzles Company performance information


Fantastic feedback

Q3 I read HydeLifeOf those who responded to the survey, the overwhelming feedback was that residents do read HydeLife, whether it’s every time (73.26%) or just sometimes (19.77%).

Q5 How would you like to receive HydeLife?We’ve taken action based on feedback in all cases where the person could be identified from the information they provided.

For the small percentage of residents who told us that they don’t want to receive HydeLife, we’ve removed their details from our mailing list. For those who said that they’d like to view it online, or receive it via email, we’ve also removed their details from our mailing list and instead, have sent them a link, so that they can see the latest version electronically.

Q6 Do you have any suggestions about articles you’d like to see in future issues of HydeLife?The main comment was residents saying that they wanted to see more about their local area.

As HydeLife is the group wide residents’ magazine, its purpose is to provide information that can be equally relevant to all residents, no matter where they live. ‘Local’ information is provided in the News and Views Newsletters that you receive.

Q7 Is there anything else you’d like to say about HydeLife?

Everyone who provided their feedback to us by 28 February was entered into a prize draw for their chance to win £100 of Love2Shop vouchers.Congratulations to the lucky winner – Mr Jacob Kehinde Abodunrin, from Geenwich in London Region.

100%

90%

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0%Perc

enta

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of r

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on

ses

I would like to receive HydeLife...

Method

By postBy email Online Not at all

It is a valuable source of

information and a way

to keep up with what’s

going on.

Keep it going. I like to know especially about the apprenticeships. I keep all my copies you never know when info can come in handy.

Thanks to HydeLife,

I contacted Hyde Plus who

helped me a few years ago with debt

problems. The advice and help I received

was great and relieved my worries a

great deal. Thank you.

I enjoy reading about other areas within Hyde.

It’s very informative

and brings and

informs me on issues I

otherwise may not find

out about.

First issue I have read as a fairly new tenant and I am very impressed.

And finally...

The Hyde Group Resident Magazine Issue No. 6 January 2012

Service with a smilePages 4 & 5

Hyde Life.indd 1

01/05/2014 09:03

HydeLife


Issue No. 9 January 2013

Roundshaw’s residents salute their hero

David’s winning ways

Hyde Life January 2013v2.indd 1

01/05/2014 09:04

Award winning ways Page 6

HydeLifeThe Hyde Group Resident MagazineIssue No. 10 May 2013

Hyde Life May 2013.indd 1

01/05/2014 09:01

HydeLife


Issue No. 11 September 2013

Fit for purpose

Hyde Life September 2013v2.indd 1

01/05/2014 08:59

HydeLifeThe Hyde Group Resident MagazineIssue No. 12 January 2014

Get switched on... like Chelsi

Hyde Life January 2014.indd 1

01/05/2014 08:57

Out and about Spring 2014


South Region

London Region

Praised in the press

Two Hyde residents, Kate Crockford (a resident representative from Hunston who is a member of the South RAC* and also the Panel in her area, and Candi Gilroy (who lives in Orchard Croft, North Mundham), appeared in their local paper, when they were presented with Civic Awards by Chichester City Council for their outstanding contributions to the city.

Kate who is a Mum of three, uses a wheelchair to get about and has devoted the last 26 years to the Scouting movement.

Candi set up a dance group in 2009 which provides classes in Sussex, Surrey

and Hampshire for children of all abilities, including those with special needs or disabilities. She is also fund raising so that she can take her dancers to Disneyland Paris to perform.

* Resident Assurance Committee

Work of Somalian women showcased at Stonebridge

In March, Hyde was proud to host one of three special screenings held in Brent, of the inspirational documentary ‘Through the Fire’ which highlights the bravery of Somali women working for peace in their country. Over a hundred people, including a large number of Hyde’s Somali community, attended the event at the Stonebridge Hub. Involved Hyde resident, Samira Mohamoud, who works tirelessly as a Welfare Reform Champion, said: “As a Somali woman I’m very proud of what these women have achieved in our country and so I urged my local community to attend these events and be inspired by their courage.”

Hyde residents Jamie Melvin and Azeez Adesanwo, two of the young people chosen to take part in the training programme.

Out and about Spring 2014


South Region

London Region

Hyde makes its mark in Milton Keynes

On Tuesday 11 March 2014, Hyde’s Chief Executive Officer, Steve White, attended an event organised by builders Crest Nicholson, where he was presented with a key by Robert Napier, Chairman of the Homes and Communities Agency (HCA), to mark the handover of the 75th of the 88 affordable homes that have been funded by Hyde

at Oakgrove Village in Milton Keynes. The development is built on land owned by the HCA. As part of the event, there was a chance for those attending to meet up with a family who is already happily settled into one of Hyde’s homes.

The Prince’s Programme

Twelve unemployed young people aged 18–25 years who took part in the latest ‘Get into Construction’ programme, run by youth charity, The Prince’s Trust, were recognised for their efforts at an event on 11 April 2014 at The Arc (the community centre on the Packington estate in Islington, where their training placement had taken place). During their time on site, the young people gained valuable

experience in construction trades, teamwork and communication skills. They also had the opportunity to secure a CSCS* card – an essential health and safety qualification needed to work on a construction site. “Hyde is committed to helping young people from our communities get jobs and realise their potential. We wish them all the best as they continue to develop their skills and expertise and secure employment in this exciting growth industry,” said Bernice Ramchandani, Hyde’s Head of Delivery at Packington estate.

*Construction Skills Certifications Scheme

East Region

Sandra’s a Star

When Hyde’s Resident Engagement team in Kent ran their ‘Star Award’ campaign to find ‘Good Neighbours’, it was Sandra Robinson, who was awarded first prize. Sandra always looks out for others and goes out of her way to assist people in the block in Bromley where she lives – particularly the vulnerable residents. She buys plants out of her own money and puts these in the communal areas for everyone to enjoy and keeps in regular contact with the caretaker. Sandra also helps to keep the block tidy (some call her “the bins police” as she’s been known to go out and bag up rubbish if it’s been disturbed or dumped). For 16 of the 37 years that Sandra has been a resident of Hyde she has lived at her current property, she says “I love where I live – this block is like living in a big family, we all look out for each other”.

Plenty of choice at the market

Hyde’s development at Brighton Open Market will provide a total of 87 affordable homes (60 for shared ownership and 27 for social rent) for the Brighton area.

As well as providing new affordable homes, Hyde has completed extensive works to create a new covered market which will be run as a social enterprise with a total of 44 market stalls, 12 artist studios and a public square.

If you’re interested in finding out about other shared ownership

opportunities in Brighton, or that we have available elsewhere, visit our website at

www.hydenewhomes.co.uk call 0845 606 1221 or drop an email to

[email protected]

Hyde Chief Executive Officer Steve White (left) being

presented with key by Paul Napier, Chair of the HCA.

Sandra (centre) with fellow resident Mrs Turner

(left) who nominated her and Gill Butler from

the Resident Engagement Team.

Sharon Watson (left), Housing Officer with resident Margaret Franklin.


Competition

Your chance to win...

Winner! Congratulations to Amanda, from Brighton in the South Region who correctly answered the question in the January 2014 issue of HydeLife and won a Kindle Fire.The answer was B Have you Switched On?

The correct answer is:

Name:

Address:

Telephone:

Please note: This competition is only for Hyde residents. Employees of The Hyde Group and their families may not enter. ✁

The prize for the competition in the January issue of HydeLife proved very popular and attracted more entries than usual, so here’s a chance for another lucky person to win a Kindle Fire.

From now on, no matter where you live, you’ll only need to remember one number when calling Customer Services or our out of hours emergency services.

The number to call is:

A Freephone 0800 3 282 282

B Freephone 0800 5 614 524

C Freephone 0800 2 328 491

Send the correct answer (A, B or C) along with your name, address and telephone number to:

HydeLife. The Hyde Group, 30 Park Street, London, SE1 9EQ.

CLOSING DATE: Friday 8 August 2014.

The winner will be announced in the next issue of HydeLife. Good luck!

Sudoku solution

Wordsearch solution

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This performance information for The Hyde Group covers the three months from October 2013 to December 2013. It tells you how well we did delivering your services over these three months. Our target figures are given as bold numbers and the faces tell you whether we met the targets: Useful contacts to keep to hand

Performance for the Quarter October 2013 to December 2013

For information

Performance on or above target

Performance close to but below target

Performance significantly below target

For: General Enquiries, Reporting a Repair , Making a Complaint

Call Hyde Customer Services on Freephone 0800 3 282 282* or email [email protected]

*For those of you who use a mobile and have a contract with free minutes, use this number instead

0300 1 232 233

Gas Emergencies:If you smell gas call the National Gas Emergency Number on

Freephone 0800 111 999 (24 hours). Phone from a nearby property and do not use a landline or mobile phone in the affected property. Turn off the supply at the mains. Don’t smoke or use a naked flame or turn any electrical switch or appliance off or on (this includes mobile phones or pressing doorbells) as this could ignite the gas. Open all doors and windows IMMEDIATELY to ventilate the property.

Emergency out of hours repairs (in the evenings, at weekends and on Bank Holidays):

Service promise and performance indicator

Our target How we did



Phone calls answered within 30 seconds

% satisfied with complaints handling

Respond to complaints within 10 working days

85%

75%90%

38%

36%41%

Access and customer care

Repairs and Maintenance✃

Complaints

May 2014



% repairs completed on the first visit to your home

Appointments made and kept

Overall satisfaction with the repairs service

86%94%87%

83.4%75.8%87.5%

The FactsWhilst continuing to provide you with the information about the overall satisfaction with the repairs service, we’re now going to provide you with information about: 1) The percentage of repairs completed on the first visit to your home and 2) Appointments made and kept. This change is to reflect the areas in Repairs and Maintenance Services that residents told us that they wanted to see improvements in. The targets were set in agreement with involved residents.

The FactsThe severe weather and problems with our new repairs and maintenance service over this period contributed to a very high number of calls and had a major impact on our performance. For only the second quarter since our new Customer Services were launched in July 2011, our performance fell below our target of 85%.

The FactsChallenges resulting from the high volumes of complaints received over this period, meant that our customer care in this area, remained below our targets – we are working hard to fix service problems and get on top of the complaints backlog.We’ve recruited extra staff to the complaints team with a number of staff dedicated to making sure repairs and maintenance issues are resolved.

For free year-round over the ‘phone home energy checks and a range of helpful energy advice call Hyde Energy Doctors on

0800 838 650 or 0207 527 6759

Call Freephone 0800 3 282 282* *For those of you who use a mobile and have a contract with free minutes, use this number instead

0300 1 232 233

Getting involved with Hyde and your community or to find out about free training courses:Contact the Resident Engagement team on:

Freephone 0800 3 282 282*or email

[email protected] *For those of you who use a mobile and have a contract with free minutes, use this number instead

0300 1 232 233

For free debt advice or help getting a job or finding work experience:Contact Hyde Plus on:

0800 030 4424 or

email [email protected]

...and finally

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N R P N F O P A I D

A W O P I E N T L W

N O I T C E P S N I

Wordsearch

Sudoku

AWARDSAPPRENTICEDIGITALFIRE

INSPECTIONONEONLINEWORK

If you would like this document in another language or format, such as large print, Braille, CD or audio tape, please contact us.ARABIC:

BENGALI:

FRENCH: Si vous souhaitez obtenir ce document dans une autre langue ou sous un autre format ou si vous avez besoin des services d’un interprète, veuillez nous contacter.

ITALIAN: Se desidera ricevere questo documento in un’altra lingua o in un formato diverso, oppure se ha bisogno di un interprete, La preghiamo di contattarci.

KURDISH:

LITHUANIAN: Jei pageidaujate šio dokumento kita kalba ar kitokiu formatu arba jeigu prireiktų vertėjo, maloniai prašome kreiptis į mus.

MANDARIN:

POLISH: Jeżeli chcieliby Państwo otrzymać ten dokument w innym języku lub w innym formacie albo jeżeli potrzebna jest pomoc tłumacza, to prosimy o kontakt z nami.

PORTUGUESE: Se gostaria de ter este documento em outro idioma ou formato, ou se necessita de um intérprete, contacte-nos.

PUNJABI:

SOMALI: Haddii aad dokomantigan ku rabtid luqad ama hab kale, ama haddii aad u baahantahay tarjubaan, fadlan nala soo xiriir.

SPANISH: Póngase en contacto con nosotros si desea obtener este documento en otro idioma o formato, o si necesita los servicios de un intérprete.

TURKISH: Bu belgenin Türkçe’sini veya Türkçe bilen birisinin size yardιmcι olmasιnι istiyorsanιz bize başvurabilirsiniz.

VIETNAMESE: Nếu quí vị muốn tài liệu này được ấn hành bằng ngôn ngữ khác hay định dạng khác hoặc nếu quí vị cần người phiên dịch, xin quí vị vui lòng liên hệ với chúng tôi.

If you have ideas for future issues of HydeLife magazine, please get in touch.Email: [email protected]


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Hydelife May 2014