Streets Ahead - December 2010

T H E M A G A Z I N E F O R F R E E B R I D G E C O M M U N I T Y H O U S I N G T E N A N T S

December 2010

New start for Nigel!See page 6 for details

Sutton Lea Wii See page 3

Tenant AwardNominationsSee page 13

Streets Ahead is also available as a Video Newsletter in English, Portuguese, Latvian, Lithuanian and Polish Language versions.Streets Ahead taip pat leidžiamas video formatu. Video naujienlaiškis išeina anglų, portugalų, latvių, lietuvių, ir lenkų kalbomis.

Streets Ahead ir pieejams arī kā informatīvs izdevums video formātā angļu, portugāļu, latviešu, lietuviešu un poļu valodās.Biuletyn,,Streets Ahead” jest także dostępny jako plik wideo w następujących wersjach językowych: angielskiej, portugalskiej, łotewskiej, litewskiej i polskiej.

A Streets Ahead está também disponível como Newsletter em vídeo em inglês, português, letão, lituano e polaco.

www.needtohost.co.uk/freebridge

Win a mobile phone worth £200 see page 4

Streets Ahead

The views expressed in this publication are those of contributors, and not necessarily those of Freebridge Community Housing.

This entire publication is under copyright, and is not to be duplicated or reproduced in any way without permission.

Editor: Jamie Williamson

Contributions from: Robert Clark, Danielle Flores, Jacqueline Fry, Darren Hudson, Kate Oldfi eld, Michelle Playford, Stuart Smith, Simon Swanson, Jamie Williamson and Jacquie Yaxley.

Designed & Produced by Arena Partnership Limited: Tel: 01603 813 932

E-mail: [email protected]

Printed by: Barnwell Print

Circulation approximately: 7,000

02 The Comms and Customer Engagement Team

03 Good Governance / Sutton Lea Wii

04 Your Letters / Win a mobile phone worth £200!

05 Aviva advert

06 From Homelessness to Full-Time Work for Nigel

07 The Partnership Page

08 Always Putting the Customer First /

Mystery Shopping

09 Norfolk Community Foundation Groups

Given £5,000 / Christmas Money Saving Tips

10 Hillington Square Update

This Issue Streets Ahead | December 2010

The Communications and Customer Engagement Team

02

These icons off er a quick guide to the page content in Streets Ahead.

Stories, features and photos about you, your fellow tenants and Freebridge.

Features

News for all our tenants - make sure you don’t miss important information that could aff ect you.

News from Freebridge

Letters and messages from tenants expressing their views and opinions.

Reader Response

11 Facebook & Twitter Update

12 The Anderson Close Gardening Competition

13 Nominations for the 2010 Tenant Awards

14 Monks Close Consultation Day / St Edmundsbury &

Walpole Rd Tidy Up Day

15 Freebridge Shareholding Application

17 New North Lynn Signs / Community Payback Team

18 Freebridge Community Housing’s Performance

19 Decent Homes Improvement Plan / Freebridge Complaints

20 Where To Find Us

The Communications and Customer Engagement Team are (from left to right Simon Swanson, Annette Hyam, Michelle Playford and Jamie Williamson).

The Communications and Customer Engagement Team works to make sure that all our customers – tenants, leaseholders and anyone wanting to move into our properties – are informed, updated and involved with Freebridge and the work we are doing. We are here to listen to your views, opinions and concerns so that we can improve the services Freebridge is providing.

Over the coming months, we will be working to improve how we communicate with you, including through this magazine.

Get in [email protected] or telephone 0800 014772

We wish all our tenants

a Merry Christmas and

Happy New Year!

It wasn’t too long ago that the communal room at Sutton Lea sheltered scheme in Burnham Market had a dartboard hanging on the wall, recently however, the residents have decided to swap their darts for bowling balls!... virtual ones of course.

The Scheme’s Social Club, who enjoy an extremely busy calendar, has taken to modern technology and invested in a fl at screen television and a Nintendo Wii which is used every Tuesday afternoon.


03

Scheme Manager Julie Adams said: “Our Social Club is made up of around 20 residents and roughly 20 members of the local community and we run an activity nearly every day. We have bingo, exercise classes and planned meals when a caterer is brought in. Having the Wii means that residents

Sutton Lea

can have a go at a wide variety of games without having to be outdoors or travel too far. It’s fantastic that it can be used by residents of all ages.”

The winner of the bowling on the day, and overall record holder at the scheme, is Rosie who is in her 80’s, pictured left.

Sutton Lea residents having a great time with the new Nintendo Wii bowling game.

Good GovernanceWhen Freebridge was set up in 2006, it was agreed that the Board would be made up of 15 members. The transfer agreement stated that tenants would initially hold fi ve out of the 15 places on the Board, increasing to seven out of 15 places after two years.

Get on boardFreebridge is looking for at least one tenant to join its Board. This is a challenging and interesting role, and provides a real opportunity to contribute to the running of your housing association. It involves attending at least 10 meetings a year, many of which will be in the evenings, and various training events. The role is voluntary, but expenses will be paid.

If you would be interested in applying, please contact the Governance Team (details below), who will send you an application pack. Those applicants who are shortlisted will be asked to come for an interview. If there are more successful applicants than candidates following the interview process, they will be put forward to a ballot in which all tenants will be entitled to vote.

The deadline for applications will be Friday 28 January.

Following a governance review, the Board is considering reducing the size of the Board to 12 members, in which tenants would hold fi ve of the places. Part of the reason for this change is to comply with the National Housing Federation’s Code of Governance, which requires boards to be made up of no fewer than fi ve, but no more than twelve members.

Although this would mean two fewer tenants on the Board, the fi ve tenants would still make up almost half of the Board members. This is also a time when there are increasing opportunities for tenants to get involved with Freebridge, for instance through the new Tenant Panel which will advertised next year, and using electronic communication such as Facebook and Twitter.

Depending on the response from tenants, Freebridge will need agreement from other stakeholders and a positive vote by shareholders at a Special General Meeting in order to make these changes to its rules.

If you have any comments on this proposal to reduce the size of the Board to 12 and the number of tenants on the Board to fi ve, please contact the Governance Team by Friday 28 January.

Governance [email protected] or telephone 01553 667754or via post to Juniper House (see back page for address)

Working Together

There are lots of things happening at Freebridge that we want to tell you about!For your chance to win a fantastic mobile phone worth £200 all you need to do is tell us your current:

Once you have fi lled out this slip please post it back in a stamped addressed envelope to: Jamie Williamson, Freebridge Community Housing, Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ

If you’ve got a question to ask or a comment to make, then drop us a line at:

Letters Page, Streets Ahead, Freebridge Community Housing, Juniper House, King’s Lynn, Norfolk PE30 1DZor email us at [email protected] log on to your account and search for Freebridge.

Reader Response

Letters Dear Jamie and anyone else

who kindly helped at the Monks Close Fun Day,

I would just like to say that I had such a lovely time. I loved the drawing competition and as a result I came runner-up and won a £25 gift voucher for WH Smith which I used to buy everything that I need for school. The burgers were lovely and the ice cream was refreshing and it was interesting to learn about some new stuff . My friend and I have been practising the waltz and the cha-cha which we were taught on the day.

Thanks again for a fun day, Miss J

Freebridge response...

Dear Miss J,

Thank you very much for your letter. We are extremely happy with the number of residents that came down to take part in the Fun Day, everyone seemed to have a good time and we were able to collect lots of ideas for the future. Congratulations on the drawing competition, we’re glad that you were able to put your vouchers to good use.

Maybe we’ll see you again soon!

Dear Freebridge

Can you tell me when you are starting to let garages again?

Thank you, Miss R


Hi Miss R, thanks for your message. There are currently no plans in the pipeline to re-let garages but a note has been made

of your request and we will inform you if and when things change in the future.

Regarding the Annual Report for Tenants 2010

I got mine yesterday.

I like the design and layout, it’s nice and simple but appealing. The content is easy to read and explains clearly what you have been working on in this last year. I like it.

Mrs P

Hello Freebridge

Just out of sheer curiosity, having been a tenant for number of years, are we able to make structural changes to our property if we keep Freebridge in the loop at all times? We have a very small kitchen and wondered if it would ever be possible to knock through into front lounge to form a kitchen diner?

Thanks, Mr M


Dear Mr M,

You may be able to, however you must write in to your Housing Offi cer to start with explaining what you wish to do and asking for landlords consent.

We’ll take it from there and someone from Freebridge will get back to you to discuss the matter further.

We hope that this helps.

Dear Freebridge

Just a few words to say how great Robbie and Has, the two lads who have done my electrics have been. I was worried about the mess and noise that goes along with having a house re-wired but they have been great, they are tidy, polite and very respectful.

Pride in your work is a rare thing but these two have it, thanks lads.

Mrs D

You said

Just a quick question, I informed Freebridge about my boundary wall having a massive hole in it, where kids have taken bricks and chalk out to draw with and they were suppose to get back to me.

Someone did come and look and said they would send someone to fi x it, this was about two months ago and I’m still waiting. Can you look into it for me please?

Mrs TN

We did Freebridge response...

Mrs TN’s repair was assessed for materials and work was completed a short time after. Although in this instance, the Communications Team was able to speak to the relevant department as a result of her Facebook enquiry, we would advise anyone in a similar situation to call us on 01553 667700.

Remember, where possible, make a note of the date and name of the person that you speak to.

YourLettersLetters

emailemailemailemailemail

Phone shown is example only.

Postcode:

Name: Address:

Mobile number: Email address:

04

Features

From Homelessness to Full-Time Work for Nigel

After seven weeks, Nigel had impressed and was approached by Colin Davison, who heads up Freebridge’s Property Services department, and was off ered a full time role as a Multi-skilled Trainee. Nigel now works on a variety of diff erent projects for Freebridge including tiling, kitchen fi tting, plastering and decorating.

Nigel said: “I’m very grateful for the opportunity that The Trust and Freebridge have given me. It is just nice to know that I have a job to go to every day and a pay cheque at the end of the month. I love the work that I’m doing, it’s a good feeling at the end of a project to stand back and feel that I’ve achieved something”.

The Purfl eet Trust was set up in 1993 to provide support to homeless people who cannot get help from the Council. Up to 80 people use the Trust’s facilities on a daily basis which include an IT suite, kitchen and laundry. The Trust’s volunteers provide help and advice in a number of areas.

The partnership between Freebridge Community Housing and The Purfl eet Trust

is at the centre of an ongoing project in order to create future opportunities

for the homeless in King’s Lynn with a number of projects currently being

discussed by the two organisations.

Find out [email protected] or telephone 0800 014772.

When Nigel Bartrum became homeless a few months ago, he was told that the Purfl eet Trust in King’s Lynn would be the best place to go for some help and advice. After spending some time helping at the Day Centre, the opportunity came up to work for Freebridge’s Property Services department on a voluntary basis. Nigel, a bricklayer by trade jumped at the chance.

06

We have also been busy working alongside staff at the Discovery Centre, North Lynn recently where their garden has undergone a revamp to make way for new facilities. Supervisor and Development Worker, Danielle Flores writes...

“Before the summer holidays Freebridge came and took down our brick barbecues to make more room.We were able to put 4 8ft trampolines in the spaces. Freebridge also rebuilt and repainted our decking area which allowed us to put some small infl atables and sandpits on this.”

“The children were overwhelmed and very excited at the new and improved areas and with them the children had great fun over the summer holidays. We had an average of 280 children per day from various areas with an age range of 5-16. They all had great fun in using these new improved areas.”

“The Discovery Centre would like to thank Freebridge for all the work and eff ort they have put into the back garden.”

Monks Close in Bircham Newton, due to its rural location and non-existent public transport facilities, has always been an isolated community. As a result, residents without access to vehicles have always been limited when it comes to everyday outings such as visiting the local shop.

This changed recently, however, when Jimmy Yallop of the North Lynn Discovery Centre arrived in a minibus to pick up waiting residents for what was the fi rst of many journeys into King’s Lynn.

Trish Chamberlain – Member of the Monks Close Resident Group said “The bus service has come about as a result of hard work and cooperation on the part of a number of agencies along with the recently reformed resident group. We are very happy with the start that the project team has made and hope that it continues to make a diff erence”.

The Monks Close community bus will run on Tuesdays and Thursdays, residents will be picked up at 10:00 and returned again at 14:00 for a minimum fee of around £2.

The service allows those who have no other method of transport to do their weekly shopping, visit friends or just have some time away from the Close.

Bus Project Provides Transport for Monks Close

07Customer Focus


Discovery Centre Garden Revamp


T H E PA R T N E R S H I P PAG E

Neighbourhood Warden - Stuart Smith talks with Monks Close residents at the recent consultation event.


08

Always Putting the Customer First

Customers of Freebridge were asked to give feedback on the organisation by fi lling in special cards which were available in the offi ces and were also given out by workmen. Customers were put forward for a Good Customer award.

Staff and tenants nominated other tenants who have gone above and beyond their everyday responsibilities to be a really good customer. A staff awards scheme also ran during the week. Visitors to Juniper House – Freebridge’s head offi ce on Austin Street in King’s Lynn – were asked to add ideas to an ‘ideas tree.’ This involved writing down their thoughts on what Freebridge does well, and what could be improved.The Chief Executive, Executive and Senior Management team manned

the reception and phones at diff erent times throughout the week. The take-

over enabled the senior team to show, and improve, their customer service skills.

Tony Hall, Freebridge’s Chief Executive: “As an organisation, we are fully committed to giving the best customer service we can possibly give. National Customer Service Week let us put

our customer service skills into action, showing the customer – our tenants and leaseholders – that they are the most important part of our business”.

“Every member of staff in Freebridge is taking part in a high-level customer service course so that all of us, regardless of role or position, has the skills and knowledge to put the customer fi rst, always.”

Have you ever been drawn to a bit of mystery? Freebridge is on the look-out for volunteers to take part in Mystery Shopping.

The aim is to make sure that we are meeting all of the standards that we set for ourselves – so it means that you get to test us, and then report back on how we’re doing.

Some of the Mystery Shopping can be done from home, over the telephone – while some may involve coming in to our offi ces.

As a ‘thank you’ you will receive a High Street shopping voucher.

If you would be interested in taking part in Mystery Shopping Freebridge, then get in touch on the number below.

“Every member of staff in Freebridge is taking part in a high-level customer service course so that all of us, regardless of role or position, has the skills and knowledge to put the customer fi rst, always.”

National Customer Service Week took place between Monday 4th and Friday 8th October and Freebridge got into the spirit of things by holding a number of events and activities throughout the week to show how committed we are to excellent customer service.

Chief Executive – Tony Hall staff s the reception during Customer Services Week.

Get in touch...Kate Oldfi eld telephone 01553 667811


09Working Together

Community groups in West Norfolk have been celebrating after being awarded nearly £5,000 in grants through the Freebridge Community Fund.

Ten organisations were given around £500 each after successfully applying to the fund which has been set up by Freebridge and managed by the Norfolk Community Foundation.

The 21st King’s Lynn Scout Group invested in new camping equipment. John Rospopa, Scout Leader of the 21st King’s Lynn Scout Group said:

“We are thrilled to receive this funding. We have been able to buy a mess tent which accommodates all of the scouts, allowing them to eat together.”

Community groups can apply for the next round of funding in spring 2011.

If you are interested in the Freebridge Community Fund then get in touch.

However, help is at hand by following a bit of advice and taking a little more time to research before you buy, you will be able to cut down on your spending, and still have the things that make Christmas special to you and your family. Our top Christmas spending tips...

1. Let your fi nances rule Too many people work through a ‘want’ list, a massive tree, gifts galore, a plasma telly and gourmet food and only then ask ‘how will we pay for it?’ Instead ask ‘what can I aff ord to spend on Christmas?’ then work out how to have the best one possible within that

budget. Christmas is one day – don’t ruin the whole of the New Year for it.

2. Keep your eyes peeledIf you’re buying gifts, make a list now, then keep your eyes peeled for discount vouchers or one-day sales, to buy what you need, and store it in a ‘Christmas cupboard’. A cracking ‘three for two’ off er may get you presents for three friends at a good price.

3. Generate extra Christmas cash If you can’t get overtime or more work, there are still scores of legal ways to add to your income. You could sell your

The festive season is well and truly upon us, some of us love it, some of us aren’t too fussed

but one thing is for sure, far too many of us feel the pinch in January and blame Christmas.

Christmas Money Saving TipsBy Martin Lewis creator of MoneySavingExpert.com

Norfolk Community Foundation Groups Given £5,000

Find out more...

www.moneysavingexpert.com

old mobile, get paid for opinions, wrap Christmas presents and much more

4. Sign a No Unnecessary Present Pact If you know of wider family members that may be in a similar position to you, you could agree to not buy each other gifts.

5. Boring, but make a list, and check it twice! Don’t go shopping without knowing what you are going to buy fi rst. Make a list and check prices against those on the internet to make sure you are getting the best deal.

Get in [email protected] or telephone 0800 014772.

The ten lucky groups are:

21st King’s Lynn Scout Group•

D.A.F.T Crafts, West Walton•

Friday Drop-in Group, • Downham Market

Live Wires ADHD and ADD • Support Group, West Walton

Southery Youth Club•

Terrington Youth Club•

The Burnhams Youth Club, • Burnham Market

The Happy Mardlers Day Centre, • Stoke Ferry

West Norfolk Befriending•

West Norfolk Carer’s • Association.

10

Your co� unity, Your homes, Your ideas! Hillington Square

Features

Hillington Square Update

The Hillington Square regeneration project moved a stage forward recently when Wayne Hemingway met with more than forty planning professionals from 12 Boroughs across Norfolk and Suff olk, to discuss the ‘re-imagine’ project.

The planners were split into groups and asked to assess Hillington Square, taking into consideration:

Urban Design/Public Realm• Building Design• Community Engagement• Open Space/Landscape.•

The thoughts and opinions they came up with will help the project team to formulate initial design ideas.

Wayne Hemingway commented “It was refreshing to hear so many planning professionals share our enthusiasm for what is possible with Hillington Square and to understand from others that the

optimism that is building around the project is not misplaced!”

Earlier in the day Wayne and Jacqueline Fry, Project Manager from Freebridge met with residents, leaseholders, and community groups in order to get their thoughts on the future of the project. Freebridge Community Housing is currently in the process of recruiting the design team with a view to having a full team in place early in the new year.

Also happening...

Hillington Square properties are having cavity wall insulation fi tted, making them more comfortable and energy effi cient. These are the fi rst improvements made there in four years and it is hoped that the fi tting of the insulation will make the homes warmer and bring savings.

Wayne Hemingway

Find out [email protected] or telephone 0800 014772.

11EnthusiasmOnce completed please cut out this slip and freepost it back to us or drop it off at our reception.

Postcode:

Name: Address:

Mobile number: Email address:

Local Off ers

As you may have read in the Annual Report that came with the last Streets Ahead magazine, we have been asked by our regulator, the Tenant Services Authority to set up some ‘locally tailored off ers’ for the services we provide and these will be in place by April of next year.

A ‘Local off er’ could be a number of diff erent things. We may ask how we should consult and involve you, how we manage our neighbourhoods or estates, or how we run our repairs service.

So if you’re interested in helping us put together these local off ers then send us your details on the slip below and we’ll get back in touch as soon we need to meet with you.

11

Features

Our Facebook and Twitter pages continue to be popular, letting us keep up to date with you through the internet. We currently have over 300 friends on our Facebook pages and over 120 followers on Twitter.

Our Facebook Fan Page has recently had a move around as well as some additions. You are now able to watch the weekly video feed from our most

recent development in Great

Massingham and advertise belongings

that you no longer need on the brand new Post-it Page.

We are currently looking for more friends on Facebook (you can never have enough!). If you have a Facebook account and haven’t yet looked us up, write the following on our wall: ‘Hello Freebridge, I’m a newbie’ and you will be entered into a prize draw.

In addition to Facebook and Twitter, we have also been steadily been adding users to the Secure Tenant Area which can be accessed via our website. In fact, we are happy to announce that we recently had our 100th Secure Tenant Area sign up.

Miss Katie Bunting (left) of Walpole St. Andrew received £30 of shopping vouchers for registering her details online.

Miss Bunting along with the other Freebridge tenants that have signed up to use the Secure Tenant Area (STA), can now log on and carry out a number of tasks relating to their tenancy which would have previously been done over the phone. The STA lets tenants change their contact details, check and print their rent statements and log repairs 24 hours a day, 7 days a week, 365 days of the year.

If you are interested in following us on Facebook or Twitter, log on to your account and search for ‘Freebridge’.

Update&

Follow us...www.freebridge.org.uk http://twitter.com/freebridge

FREEPOST RSAC - BRGL - SXTLFreebridge Community HousingRowan HouseQueens RoadHethersettNORWICHNR9 3DB

The middle of October is perhaps not the best time of year to admire a garden but a splash of colour was plain to see at Anderson Close in North Lynn.

Features

The Anderson Close Gardening Competition

The residents of the close have, for the last few months, been running a gardening competition amongst themselves to reward those making an eff ort to keep their gardens tidy and to help encourage people to bring some extra colour to the area. Every month the residents get together and decide on who has made the greatest eff ort and a trophy is passed to them.

Mr Robinson, takes part in the competition with the help of his grandchildren. He said, “they love to help out with the seeds and the planting and even enjoy mowing the lawn!”.

It seems plants are shared amongst many of the residents, tools are borrowed and they also spend time picking up the litter, helping ensure they live in an area that’s both clean and green.

So congratulations to all of those involved at Anderson Close and best of luck to all those up for the next award!

to help encourage people to bring

One of the beautiful gardens at Anderson Close.

What’s our defi nition of someone who you could nominate?


Want to nominate someone for a Tenant Award?

Contact Annette Hyam on: 01553 667740email: [email protected]

or come in and see us at Juniper House, King’s Lynn13

Nominations Nominations Nominations Nominations Nominations Nominations Nominations Nominations Nominations for thefor thefor thefor thefor thefor the

Helping a neighbour • by carrying out DIY.

Looking after a • neighbour/s.

Going above and • beyond for the good of the community.

Some of the winners from last year!

2010 TENANT AWARDS

14

Wednesday 18th August saw the Monks Close Project Team spring into action with its fi rst job being to fi nd out what the residents feel the community lacks.

In order to attract as many residents as possible to the consultation event (held at the Community Centre at Monks Close) the Project Team, headed by Freebridge Neighbourhood Warden - Stuart Smith - arranged a Fun Day with a variety of attractions and activities as well as a BBQ and ice cream for the attendees.Attractions included football based competitions such as ‘fastest shot’ and ‘hit the crossbar’, arts and crafts,

The North End & North Lynn Neighbourhood Partnership organised a Tidy Up Day at St Edmundsbury & Walpole Rd through their Community Pride Group on Thursday 14th October.

The Borough Council North Lynn Clean Up Team set about trimming hedges, cutting back the overgrown brambles and weeding the paths and kerbs on St Ed’s and Walpole Road while the Freebridge team got rid of large amounts of rubbish that had been dumped in the area.

Sharon Ludford of the Improving Neighbourhoods Team also organised

a litter pick and some bulb planting around the access paths to the fl ats. At the end of the session the borders had been transformed ahead of fl owering next spring.

Whilst all of this physical eff ort to clean up the area was being made, another group of people were visiting residents advising them of the best way to dispose of their bulk waste items such as old furniture, fridges, freezers and any other large objects that may prove diffi cult to get rid of. The service is provided by the Veolia Company on behalf of the Council and they can clear bulk items when residents apply for the service.

A representative from Trading Standards also accompanied the team delivering these leafl ets and they were off ering advice to people about the dangers of becoming involved with loan sharks who off er unsecured loans at incredible rates of interest and which are illegal. Leafl ets were handed out and residents were made aware of the problems which can arise by using the loan shark services.

a drawing competition in which children were asked to design a new street sign for the Close. Residents also had the opportunity to learn about new hobbies such as dancing, fi shing, shooting and model making.

There was also a serious aspect to the day. The Project Team used the event to get important information from the residents as to what life on the Close is like and how it might be improved in the future through partnership work.

St Edmundsbury & Walpole Rd Tidy Up Day

Features

Monks Close Consultation Day

The Monks Close Fun Day was a great success and everyone had a really good time.

15

Application for Shareholding of Freebridge Community Housing Ltd

REGISTERED NUMBER 29744R

I apply to become a shareholder of Freebridge Community Housing Limited, of which I am a tenant.

I agree to be bound by the rules of Freebridge Community Housing Limited and to act at all times in the interests of the association and for the benefi t of the community.

I have read the Tenant Shareholding Regulations set out overleaf.

SIGNED: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

DATE: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

CONTACT DETAILS

NAME (IN FULL): . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ADDRESS: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

TELEPHONE NUMBER: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

EMAIL ADDRESS: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Please state any forenames or surnames that you have previously been knownby (there is no need to include a maiden name).

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Please state and give details if you are an employee or Board member of another housing provider. Please let us know if this situation changes.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

IMPORTANT – Please read Tenant Shareholding Regulations overleaf before signing application.Please return this completed form and post in a stamped envelope to:

Governance Team, Freebridge Community Housing, Juniper House,Austin Street, Kings Lynn, Norfolk PE30 1DZ.

For any enquiries, please telephone the Governance Team (01553) 667754 or email [email protected]

16

All shareholders agree to be bound by the Rules of Freebridge and agree to act at all times •in the interests of the association and for the benefit of the community. You will be sent a copy of the Rules of Freebridge on acceptance as a shareholder.

All applications for shareholding have to be approved by Freebridge’s Board of Directors. •This means that there could be a delay of a few weeks between your application and you hearing back from us.

Each share has the nominal value of £1, but you will not have to pay this. It will be paid from •a special budget set aside by Freebridge.

Shares have no right to interest, dividend or bonus.•

No tenant can hold more than one share.•

Shares will be offered to every person over the age of 16 who agrees to be bound by the •Rules and is registered as a tenant of the association. (If you are on a starter tenancy, you will become eligible once your tenancy becomes fully assured.)

Shareholders can only belong to one class of shareholding (tenant, independent, Council).•

All shareholders will be entered in a Register held by Freebridge.•

A tenant shareholder will cease to be a shareholder if they:•

- cease to be a tenant- are in serious breach of their tenancy agreement- become an employee of Freebridge- take up a post, or have held a post within the past four years, in a managerial role or in

the Housing team at the Borough Council of King’s Lynn and West Norfolk- become, or have been within the past four years, a King’s Lynn and West Norfolk

Borough Councillor- fail to attend or submit apologies for two general meetings- are expelled for “conduct detrimental to the association”.

FAIR PROCESSING NOTICE

Freebridge Community Housing is collecting these details to enable us to process your application to become a shareholder. Unsuccessful applications will be kept for one year. Successful applications will be kept until one year after termination of shareholding and the details will be used to contact you in the course of duties as a shareholder. Some details of successful applicants will also be entered permanently into the statutory Register of Members and Duplicate Registers of Members. Should you require further information, please contact the Governance Officer (01553 667754) or the Data Protection Officer via the Freebridge ICT Servicedesk (01553 667800).

Tenant Shareholding Regulations

17Customer Focus

The Community Payback Team is tidying up a number of neglected areas in Downham Market. The team worked on several projects in conjunction with Freebridge, the Borough Council of King’s Lynn & West Norfolk, Downham Market Town Council and with the local branch of Tesco.

The team also carried out clearance of the Wesley Close car park in Downham which had become untidy with litter and weeds.

The clearance of Wesley Close car park and its surrounding footpaths represents another excellent example of partnership working and the benefi ts that it can bring to local communities.

Although the team’s services are highly sought after, the project in Downham will continue for the next 18 months and should result in a number of areas of the town being noticeably improved.

Two new street name signs were unveiled in North Lynn recently following a competition which invited young people to come up with colourful designs.

The North End and North Lynn Neighbourhood Partnership felt that both Hope Court and Garden Court were in need of their own identity and more than 30 children took up the challenge by entering the competition which was held as part of the Seabank Spring Clean.

The competition winners were Heather Scott and Deja John, both aged 9 yrs.

Councillor Elizabeth Nockolds, cabinet member for the arts and open spaces commented: “The winning designs are beautiful and something that the children should be very proud of. The designs will now be made up into name plates and will not only help to give the two areas a sense of identity but will also help delivery staff .”

New North Lynn Signs

Community Payback Team

Rides into Town

Features

Competition winner Heather Scott.

Key to Red, Amber, Green ratings system

RED - Quarterly - Performance has worsened within the activity area during the quarterly period compared to the last. Annually – the annual target for the Association is presently not being met and progress towards this is worsening.

AMBER - Quarterly - Performance has remained unchanged within the activity area during the quarterly period. Annually - Performance has improved and positively progressed in regard to an annual target whilst not yet meeting this in full.

GREEN - Quarterly - Performance has positively improved within the quarterly period compared to the last. Annually - Performance against the annual target for the Association is presently matching or exceeding this target.

18

Freebridge Community Housing’s Performance July – September 2010

Performance Area

2010/11 2009/10 2008/09 Trend (see

key at foot of page)

Performanceduring

2009-10

2009/10AnnualTarget

Trend (see

key at foot of page)

Qtr 2Jul – Sep

2010

Qtr 1Apr – Jun

2010

Qtr 4 Jan – Mar

2010

Qtr 3Oct – Dec

2009

Qtr 2Jul – Sep

2009

Qtr 1Apr – Jun

2009

Emergency repairs dealt with within target time (24 hours) – All Contractors

100% 100% 99.6% 99.2% 98.1% 99.7% 99.3% 98.5%

Urgent repairs dealt with within target time (1 week) – All Contractors

99.1% 98.4% 96.5% 95.1% 95.4% 93.7% 95.2% 96.5%

Routine repairs dealt with within target time (1 month) – All Contractors

98.5% 97.5% 94.8% 97.8% 91.1% 93.8% 93.5% 96.0%

Rent Arrears of current tenants (excl HB Arrears), as a percentage of the total rent due for the year

1.4% 1.3% 1.8% 1.8% 1.8% 1.8% 1.4% 1.5%

Average Re-Let Time for empty properties - ‘Net’ figure including allowance for Major Repairs

9 days 10 days 14 days 17 days 22 days 58 days 12 days 12 days

Number of tenants evicted for non-payment of rent

3 2 3 2 7 3 27 27

Number of Anti-Social Behaviour cases dealt with by Housing Officer Team

114 56 93 81 125 201 562 562

Number of legal actions for ASB commenced in the Quarter

0 2 3 3 3 7 67 67

Decent Homes Improvement Programme: April – March 2011

ElementApril 10

May 10

June 10

July 10

Aug 10

Sep 10

Oct 10

Nov 10

Dec 10

Jan 11

Feb 11

Mar 11

Total YTD

Target Qtr 4 cumulative

Status

Kitchens 46 52 65 48 53 55 319 407

Bathrooms 37 50 60 47 53 49 296 432

Wiring 42 43 48 46 47 64 290 344

Windows 91 56 67 82 99 109 504 521

Doors 21 33 47 27 25 39 192 280

Heating 35 41 50 49 46 46 267 311

Communals 0 0 0 0 0 0 0 0

Total 272 275 337 299 323 362 1868 2295

The following information is about Freebridge’s performance in key activities during the Second Quarter of the financial year July to Sept 2010.

As always, if any tenant has any suggestions upon how we might make further changes and improvements please contact Jamie Williamson in our Communications and Customer Engagement Team on: 01553 667739 or at: [email protected]


19Working Together


In the Loop – Decent Homes Improvement Plan This table shows the overall plan for the Decent Homes Improvement Programme, which started in 2006. We are on target with everything that we are doing, and you can see from this what the plan is for the three years ahead.

At Freebridge Community Housing, we are always working to give you the best service we can. And we want you to tell us what you think of that service – whether you are happy with something we have done, or not so happy and want to complain.

If you are reporting something for the fi rst time, like a new repair or a problem with a neighbour, we will not log it as a complaint but as a request for service.

When you contact us with a complaint, we will try and fi x it straight away. But if we can’t and you want to make a formal complaint, please tell us what your complaint is about, who you have contacted and what you would

like us to do to put it right. The more information you provide the easier it is for us to help.

We treat the following as a complaint:When we don’t provide a service which •meets the standards we have set up.When we don’t meet any legal duties •we have towards you, or if we break any contracts we have with you.When you’re unhappy with a decision •or action.When you’re unhappy with the •attitudes of our staff or contractors.

You can report a complaint:In person at Juniper House.•By telephoning the Complaints •Offi cer on 01553 667811.

If we get it wrong, we’ll work to get it rightVisiting our website • www.freebridge.org.uk/complaint-form.asp and click on the option to email us via our enquiries inbox at [email protected] to us at Juniper House, •Austin Street, King’s Lynn, Norfolk, PE30 1DZ.

If you want to give us a compliment, you can also contact us at the above address, telephone number or website.

Want to know more?Contact our Complaints O� cer on 01553 667811 [email protected]

Where To Find UsFreebridge Community Housing Main Offi ceJuniper House Austin Street, King’s LynnNorfolk PE30 1DZ

Telephone: 01553 667700 Fax: 01553 667701Email: [email protected]

Offi ce Opening Hours: 8:45am - 5.15pm (Mon-Thurs), 8:45am - 4.45pm (Fri)Bank Holidays, Saturday and Sunday closed.

Out of Offi ce Hours:The main telephone number (01553 667700) will divert to 24 hour emergency service.

Repairs: 0800 169 1694Please report all repairs using this telephone number (which you will not be charged for).

House Exchange: www.freebridge.houseexchange.org.uk

Freebridge Community Housing Northern Area Offi ceValentine Road, HunstantonNorfolk PE36 5EZ

Telephone: 01485 534219 / 01485 534654 Fax: 01485 535073Email: [email protected]

Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only) For afternoon appointments please telephone.Bank Holidays, Saturday and Sunday closed.

Freebridge Community Housing Southern Area Offi cePriory CentrePriory Road, Downham MarketNorfolk PE38 9JS

Telephone: 01366 384696 Fax: 01366 386798Email: [email protected]

Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only) For afternoon appointments please telephone.Bank Holidays, Saturday and Sunday closed.

Freebridge Community Housing North Lynn Estate Offi ce 4 Walpole RoadNorth Lynn, King’s LynnNorfolk PE30 2DZ

Telephone: 01553 773133Email: [email protected]

Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only). Bank Holidays, Saturday and Sunday closed. Out of hours visits to offi ce by appointment only.

Useful ContactsHomechoice 01553 616678West Norfolk Homechoice holds the housing register for those interested in social and low cost housing in West Norfolk. They advertise and allocate properties belonging to partner landlords of Homechoice (including Freebridge). Further information can be gained on www.west-norfolk.gov.uk, clicking on the West Norfolk Homechoice link, or by telephoning 01553 616678.

Borough Council of King’s Lynn and West Norfolk 01553 616200www.west-norfolk.gov.uk

The CLEANUP Team 0500 253 2687Litter, fl y tipping, graffi ti, dog fouling.

Abandoned Vehicles 01553 616335Where to report an abandoned vehicle.

Bulky Item Collection Service 01553 776676For the disposal of bulky items.

The Refuse & Recycling Helpline 01553 776676All domestic waste and recycling problems / issues.

Police (Non-Emergency) 0845 456 4567To report any non urgent problems / anti social behaviour.

Welfare Benefi ts Hotline 0800 731 2253Advice and assistance with claims.

Adult Social Services 0844 800 8014Supporting vulnerable adults.

Children’s Services 0844 800 8014Supporting vulnerable children.

Youth Service 01553 773565Advice and information for young people on topics such as sexual health, drugs, bullying and teenage pregnancy.

Offi ce Opening Hours:

The Freecycle network is made up of 4,675 groups with 6,407,000 members across the globe. It’s a grassroots and entirely non-profi t

movement of people who are giving (& getting) stuff for free in their own towns. It’s all about reuse and keeping good stuff out of landfi lls. www.freecycle.org

Documents

Streets Ahead - December 2010