Summer 2017

The magazine for South Staffordshire Housing Association customers

Your award-winning team

Putting customers FIRST

BIG Savings

MORE Investment

When you receive a particular service from us, we might contact you to ask for your feedback. These surveys help us to understand what we are doing well and where we might be able to improve.

Some of these short, telephone surveys have focused on our allocations process and our repairs service.

We spoke to 69 new tenants who shared their experience of our application and allocations process. We were really pleased to see that a big majority of customers

gave us nine out of ten for our lettings process, telling us that it was easy to follow. Importantly, customers said that they would be very likely to recommend us to a friend or family member.

We spoke to 119 customers after repairs had been carried out on their homes. Again, you told us that you found the process straightforward, that you were satisfied with the work and that you would recommend the association.

Some customers who had requested repairs gave us additional pointers to help us improve. They highlighted delays to major work projects and the

need for follow-up calls when visits by inspectors are necessary. We have introduced changes to both those services as a result of your feedback.

Customers also said that they wanted more advice about damp and condensation. Our customer service team now provide advice and information about damp and condensation when you call, explaining how you can tell the difference and what you can do to tackle condensation in your home.

Your voice counts: results from your feedback

Front cover: Andrew Kenny and Claire Greatbatch from Property Plus collect the Repairs & Maintenance prize at the Housing Excellence Awards

WELCOMEto the summer edition of News Extra, the magazine for customers of SSHA and Care Plus.We have some great stories to share with you. As well as celebrating the national awards that we have won I am sure that you will be just as delighted to see some fantastic successes from our Fair Landlord campaign.As you know, Fair Landlord is about making sure that we spend wisely. Just like thousands of families we have to keep to a budget. That means making some tough choices, especially at a time when housing association incomes are reducing. Fair Landlord ensures that the choices we make benefit the majority of customers.

It’s great to see the results of that work in this publication, with news of big savings and extra investment in homes and services.

Also in these pages you will see that we want you to get involved, helping us to provide the excellent housing, care and support that our communities really need. Take part in our surveys to tell us how we are doing and suggest ways that we could improve or join June Jones on one of our new customer panels. You could even work for us – check out the latest vacancies on page 17.

Before I sign-off and leave you to enjoy the following pages, I wanted to give you one important reminder.

If you are online, through a laptop, PC or smartphone, please make sure that you register to receive important information from us (including this magazine) electronically. Make sure we have your current email address – we will be contacting you soon to tell you about new ways to get in touch with us and extra services available through our website.

Jan Goode Neighbourhoods Director

2

A project to improve homes for tenants of South Staffordshire Housing Association (SSHA) has won a major award at the Housing Excellence Awards showcasing the best in UK housing.At the Manchester awards ceremony on 25 May, Property Plus won the Repairs & Maintenance prize for a £14m maintenance project to install new bathrooms, kitchens and boilers and upgrade homes for customers.

The project has helped the housing association not just to maintain its investment in home maintenance but to increase spending at a time of rent reduction and welfare reform. Bringing significant cost efficiencies, it has boosted satisfaction for staff as well as customers.

The award-winning home improvement service is now being made available to customers of Severnside Housing, also part of the Housing Plus Group.

Property Plus teams installed 400 kitchens and 500 new bathrooms last year. A total of 700 new boilers cut yearly energy bills for customers by an average of £300 and the popular ‘Home MOT’ service is ensuring that every home receives a maintenance facelift, a neighbourhood at a time.

The prestigious prize in the Housing Excellence Awards is the latest in a string of accolades for Housing Plus Group, whose member companies include Severnside Housing, Care Plus and Severn Homes as well as SSHA and Property Plus.

“We are absolutely delighted to have won such a major award,” said Housing Plus Group chief executive Sarah Boden. “When we created the new Group we said that we wanted to provide the best possible homes and services for local communities. The people who are part of our Group work incredibly hard because they want to make a positive contribution and it is fantastic to see their hard work receiving national recognition.”

We are absolutely delighted to have won such a major award

National award for home improvements

TV presenter Martin Roberts, Andrew Kenny and Claire Greatbatch from Property Plus and award sponsor Kevin Moses at the Housing Excellence Awards

Sharon Davies in her new kitchen

3

When the new Housing Plus Group was formed last year, we said that it would be a stronger, more effective organisation striving to do more for customers in Staffordshire and Shropshire.

We don’t make promises we can’t keep.

We were confident that as a larger, stronger Group we would be able to deliver on our commitment to provide the best possible homes, care and services for people and communities.

During the busy preparations for the launch of the new Group and the big changes that have followed, though, we thought that there might be some short term setbacks.

So at the end of a historic year for the association, we are really pleased not only to have excelled in a series of national awards but also to have met and even exceeded our service targets to customers.

“I’m very pleased with these results because they demonstrate that in our new Group, one very important thing hasn’t changed. We are continuing to put customers first,” said chief executive Sarah Boden.

“As our organisations joined together, learned more about each other and introduced changes to ensure that we were providing the same service and support across Staffordshire and Shropshire, we never let our standards slip on the work that we do for customers, every day.

“We are proud to be a strong local organisation, supporting people and families in

our communities. The fantastic achievements of the last year

underline our unshakable commitment to

customers in what continue to be very challenging economic circumstances for individuals, for villages and communities in this area and for housing associations across the country.”

putting customers FIRST

• Our 30-day repair promise WE SAID we would complete 95% of your

repairs within 30 days

WE DELIVERED: 97% of repairs were completed on time

• Home improvements WE SAID all our home improvement projects

would be carried out within budget

WE DELIVERED: 100% of these projects came in within budget

• Customer service WE SAID that we would answer questions,

requests and queries to our customer service team in a single contact, without asking you to call back or wait for information

WE DELIVERED: 90% of your queries were resolved in a single call

• Rent arrears WE SAID that we would keep rent arrears down

to 2.24%, ensuring that customers who pay their rent on time, every time, are not unfairly subsidising debt

WE DELIVERED: rent arrears fell to 1.34%, our lowest ever figure.

• Satisfied customers WE SAID we would achieve customer

satisfaction ratings of 90% with our repairs service

WE DELIVERED: 98% of customers told us that they were happy with the repair service that they had received from SSHA

Here are some of the highlights we wanted to share with you:

Stronger together –

We are proud to be a strong local organisation, supporting people and families in our communities

Sarah Boden, chief executive

4

“ Customer service is changing. The team is a lot more than a call centre; it’s about solving problems, offering advice and having an amazing knowledge of our services ”Ian Roberts, head of customer services

For many customers, the teams who answer your queries by telephone or email are not just your first-line of contact with us, they are the people who represent our organisation.

Ian Roberts is our new head of customer services. He joined us in April this year, with a great deal of experience delivering great customer service across a range of public and private sector organisations. He shared his views on the importance of the team to our customers and to the association:

“There are some amazing people working in our teams at SSHA and Severnside. The team is a lot more than a traditional call centre. They are some of the most knowledgeable people in the organisation with an amazing understanding of all the services we offer, our policies and everyone who works here.

“We want to provide you with the answers and information you need with a single call or email. So, rather than asking you to leave a message or calling you back, the advisors will try to resolve your query straight away. It takes a very special person to work in this kind of team. These are problem solvers, advisors, excellent communicators and people who

want to do the best that they can for our customers.”

At the moment both teams are taking part in in-depth training to help them develop the same knowledge of the operations in Staffordshire and Shropshire. Eventually, that will mean that the advisors can come together as a single team, providing the same service to customers, wherever they live.

“Looking forward, once we have reached that point we will be introducing new ways for customers to contact us, including options to access advice, log repair requests and more through our website 24:7.

“Our aim is to improve the service we provide to customers and to deliver fantastic value to the association. We will be updating you on the improvements we are making, in future issues of your customer magazine.”

“ Our aim is to improve the service we provide to customers and to deliver fantastic value to the association” Ian Roberts, head of customer services

5

Jim learned about the South Staffordshire Work Clubs from a neighbour. “I hadn’t heard about them until my neighbour said that there was a Work Club at our local library,” he said.

The Work Club meets each Tuesday morning in the library at Wombourne near Jim’s home. Having dropped in to his first meeting, Jim is now a regular at the Work Club.

“I can’t praise them highly enough. I’m always made welcome and offered one-to-one advice, coffee and biscuits. Everyone you need to see is there, in one place, ready to help you.”

SSHA is a partner in the Work Clubs and was able to help Jim find a new home. “I was privately renting an apartment and finding it difficult to manage. The SSHA team was really helpful and made it possible for me to move into a bungalow without leaving the area. I’m getting a lot of help applying for jobs and am also looking into voluntary work. I would recommend Work Clubs to anyone.”

Work Clubs provide advice to help you to find work and support with other issues you may be facing.

• 1 to 1 Career Coaching and a personal development plan

• FREE access to the internet for job searching

• Interview techniques

• Access to volunteering & work placement opportunities

• Access to local adult and community learning training courses

• Signposting to various support services

• Confidence building sessions

• Benefits advice & support

• Budgeting skills

South Staffordshire Work Clubs are free and informal, and run throughout the year. Weekly or fortnightly meetings take place across the area.

“I would recommend the Work Clubs to anyone. I can’t praise them highly enough”

Improvements to our repairs service are designed to make sure that customers are better informed about repairs to their homes.Sometimes a repair can’t be completed when our teams first visit your home. It might be that some other work is needed first, or that the operative has identified another issue requiring an inspection.

In future, if this happens, you will be given a card setting out why the repair has not been completed and explaining what you can expect to happen next.

And if our teams decide that an inspection is needed, to keep delays to a minimum they will now be able to book a visit with an inspector while they are at your home.

We have also looked for ways to enhance our major works process. Where we can, if work does not require an inspection, it is booked in under our 30-day promise. We are also reducing the time taken for major work through the introduction of a new Home Improvement Team (HIT). This new team concentrates on roofing, fencing repairs and brickwork repairs which are part of our 90-day promise. Working an area at a time, like the MOT team, HIT specialise in substantial issues with an emphasis on preventative work to reduce the likelihood that further repairs will be needed in the future.

You tell us that you are very satisfied with the repairs that we carry out in your homes but we understand that repairs are important to you and we will continue to look for ways to provide an even better service.

Always looking for ways to improve

MP Gavin Williamson visiting South Staffordshire Work Clubs

6

Good Life South Staffordshire is launching a brand new campaign on 1 August 2017: #goodlifesouthstaffs To coincide with the launch, South Staffordshire Council is running a photographic competition which will run from 12 July until 30 September 2017, with two Amazon Echo Dots up for grabs. You could also win spring bulbs to plant in your favourite place (terms and conditions apply).

If you live, work or are visiting the district, send in your pictures to Twitter or Facebook to #goodlifesouthstaffs sharing your favourite place and why you like it.

You can also email a jpeg or image to PolicyAdmin@sstaffs.gov.uk or send a printed photograph of your favourite place with details of where it is and why you like it to: Good Life Weather Watch, Policy & Partnerships, South Staffordshire

Council, Wolverhampton Road, Codsall, WV8 1PX. Terms and conditions can be found on the Good Life Website www.southstaffordshire.thegoodlife.uk.net or for more information call 01902 696238.

On 1 October 2017 Good Life South Staffordshire will be asking all of you to become South Staffordshire Weather Watchers and send in pictures of the weather in South Staffordshire wherever you are to #goodlifesouthstaffs and to start a conversation with other people who are out and about in the district as Penkridge may have a different picture to Kinver and similarly Acton Trussell to Perton.

The Good Life is a website supported and promoted by South Staffordshire Council and enables you to find out what activities, services, venues, local groups and transport is available in the district so that you can make decisions and choose how you live your life and what activities you can get involved in.

Watch out for another competition early next year where you can send in pictures of spring flowers (especially those of you who won the bulbs in this year’s competition).

COMPETITION –Win an Amazon Echo Dot

Become a Good Life weather watcherCoppenhall

Dunston

Teddesley Hay

HuntingtonPenkridge

Brewood & Coven

Codsall Bilbrook

PertonPattingham &

Patshull

Trysull &Seisdon

Lower Penn

Wombourne

HimleySwindon

Bobbington

Enville

Kinver

Hatherton

SaredonCheslyn

HayGreat

Wyrley

Essington

HiltonFeatherstone

Shareshill

Lapley, Stretton &Wheaton Aston

Blymhill &Weston-under-Lizard

Acton Trussell& Bednall

Acton Trussell& Bednall

Coppenhall

Dunston

Teddesley Hay

HuntingtonPenkridge

Brewood & Coven

Codsall Bilbrook

PertonPattingham &

Patshull

Trysull &Seisdon

Lower Penn

Wombourne

HimleySwindon

Bobbington

Enville

Kinver

Hatherton

SaredonCheslyn

HayGreat

Wyrley

Essington

HiltonFeatherstone

Shareshill

Lapley, Stretton &Wheaton Aston

Blymhill &Weston-under-Lizard

4

2

3

5

1

7

The people who work as part of the Housing Plus Group team like to make a difference. As well as working for an organisation dedicated to providing homes, care and support in local communities, many of them support charities both locally and nationally. Here is a round up of just some of the fundraising that has taken place this year.

The fit squad

Four SSHA colleagues set themselves a gruelling challenge to complete a workout lasting at least 20 minutes, every day for 100 days.

Leann Knox, Claire Smallwood, Hannah Parrott and Emma Cooper were raising awareness and funds for the British Heart Foundation in memory of Leann’s five-year-old nephew, James, who sadly lost his life to a heart condition in 2016.

The fantastic four hit the ground running on 20 February and finally got to put their feet up on 31 May.

“We attended fitness classes like Zumba and yoga, went for a run or just got outside for a brisk walks,” said Hannah. “We were all tired at times but it is such a great cause.”

Heart disease is one of the biggest killers in the UK, taking a massive 73,000 lives each year and touching countless families. The British Heart Foundation researches possible cures and treatments for heart disease, helping to save the lives of babies, children and adults.

Stepping out for Macmillan Cancer Support

Three footsore colleagues are in training for a Macmillan Mighty Hike. Sue Atkins of Care Plus along with Kelly Moore and Claire Greatbatch of Property Plus have signed-up for 26-mile walks in aid of the charity.

Kelly and Claire will be yomping through the beautiful Peak District on 2 September. Sue will be tackling ‘the rolling hills’ of the Cotswold Way on

22 July, accompanied by her former colleague at Care Plus, Jackie Owen.

“We wanted to challenge ourselves and this is such a great cause,” explained Kelly.

The walkers have been taking their training seriously. Lunchtime walks are supplemented with extra-long dog walks for Claire’s Labradors Vincent and Norton.

As well as covering the mileage, each of the walkers is aiming to raise at least £250 for the charity which provides vital health and support for people with cancer. Its campaign message is “No one facing cancer should walk alone”, which makes the hikes particularly special for everyone taking part.

Paris pedalling challenge for Peter

Peter Riley, tenancy enforcement officer at Severnside, cycled more than 300 miles from London to Paris.

“I have been raising funds for Severn Hospice,” he said. “I met the costs of the trip myself so that every penny donated by friends, colleagues and supporters goes straight to the hospice.”

Peter was accompanied by his friend Martin Speed. The cyclists have very personal reasons for wishing to help their local hospice, having both lost their mothers to cancer.

Severn Hospice provides specialist care to families living with an incurable illness. It is a cause very close to the

heart of Severnside, where many employees have friends and family who have been supported by the charity.

This isn’t the first time that Peter has got on his bike for a great cause. In 2014 he rode almost 1,000 miles from John O’Groats to Land’s End alongside colleagues Elliott Davies and Richard Potter.

Making a difference

Are YOU going the extra mile for charity? We would like to celebrate some of the fantastic fundraising done by our tenants. Share your story by emailing communications@housingplusgroup.co.uk

8

The South Staffordshire Network for Mental Health has received support from the Big Lottery Fund to launch Toolbox, a project aimed at providing local people with the tools to maintain good emotional health.

One in four of us will experience mental illness at some point in our lives. It can happen to any of us, regardless of income, gender or age. We all know someone who has been touched by some form of mental illness.

Toolbox aims to reduce the impact of mental illness. It is there if you need support with your emotional wellbeing, if you are experiencing worry, stress or feelings of isolation, if you want to feel a bit more in control of your life and you aren’t sure where to go for help.

There are a range of emotional ‘tools’ in Toolbox.

A 60-minute appointment with a Toolbox worker helps identify areas where you could do with some support and signpost you towards sources of help and advice. The Toolbox worker will chat to you again, later, to check how you’re doing.

You can refer yourself to Toolbox or get a referral through other services or community groups.

To access Toolbox you need to be aged 18 or older and live in South Staffordshire. You should not currently be receiving secondary services such as those provided by Community Mental Health Services – if you are in any doubt, get in touch with the Toolbox team for advice.

What an amazing few months it has been for Housing Plus Group, of which South Staffordshire Housing Association, Severnside Housing, Property Plus and Care Plus are part.

We’ve been recognised at a host of prestigious award ceremonies showcasing the very best in housing, care and support.

We’re not one of the largest housing groups but we’re gaining BIG recognition for the work that we do and for the amazing people working for the organisation.

• In January the MOT team won the top prize for Customer Impact presented by the National Housing Maintenance Forum. The judges spotlighted the project as an innovation with the potential to be adopted throughout the industry.

• In March our carers were named finalists for the Support & Care Team of the Year prize at the Housing Heroes Awards. They will discover whether they have won the top prize at a ceremony at the end of June. Read more about this team on page 16.

• At the end of April we learned that we have been included in the list of top businesses shortlisted for awards presented by the Electrical Contractors’ Association (ECA). Property Plus is one of the finalists for the Excellence in Training & Development prize.

* Just before News Extra went to print in June we were delighted to learn that we had been Highly Commended in this award.

• In May we won the Best Repairs & Maintenance category in the Housing Excellence Awards, celebrating the best in UK housing – read more about that amazing accolade on page 3.

• Also in May, flagship new development Rowland Court won the Mayor of Shrewsbury’s Gold Award for enhancing the environment in the heart of historic Shrewsbury. Presenting the award, Mayor Ioan Jones said: “It’s such a nice development, which has made a massive difference to this area of Shrewsbury.

Chief executive Sarah Boden said that she was delighted with the award success stories: “What is really wonderful to see is that there has been recognition across the whole range of our services including building new houses, maintaining homes, training and developing our staff and providing care and support to people in our local communities.

“When we created the new Housing Plus Group we said that we wanted to provide the best possible homes and services for the people of Shropshire and Staffordshire. I’m incredibly proud of what we have achieved in our first year and look forward to doing even more as a strong and successful organisation doing really exciting work in the areas we serve.”

Toolbox – support for your emotional health

Contact Toolbox by email at toolboxreferral@ssnmentalhealth.co.uk call 01543 301139 or search for Toolbox on the SSNMH website www.ssnmentalhealthco.uk

Your award winning Group

nhmf

9

William Butler and his wife Jean are feeling the ‘benefit’ of expert help from our money advice team.

By making sure that they were receiving the right pension credits and benefits, we helped them to increase their weekly income by more than £178.

William and Jean have been married for 64 years and have lived in their Coton Hill home for the last 30 years, being tenants of Severnside Housing throughout the lifetime of the association. A former fisheries officer covering the course of the River Severn, William was one of Severnside’s first tenant board members.

Earlier this year, Vicky Gunn, one of our money advisors, was asked to see if the couple’s budget could be made to stretch a little further.

“Vicky worked really hard and stayed in close touch with our daughter, June,” said William. “When she told us what she’d found, I couldn’t believe it.”

Vicky’s hard work had paid off, with a range of savings and additional payments adding up to an increase in their weekly income of £178.56. William also received housing benefit back pay as a lump sum, enabling him to buy a new car.

“I’ve been driving for 70 years and this is the first time I’ve had a new car!” he said. “Getting around is important to us. We have got the freedom to live life to the full.”

• Full Housing benefit saving £33.74

• Full Council tax benefit saving £15.25

• High rate Attendance Allowance £82.10

• Pension credit £47.47

• Increased weekly income £178.56

“ I’ve been driving for 70 years and this is my first new car!”

The weekly budget boosts at a glance

If you are looking for a fair, secure way to save and borrow, you might want to learn more about community banking provided by a credit union.

A credit union uses members’ savings to fund loans to other members at fair interest rates. The interest paid on the loans helps pay a dividend to savers. Because a credit union doesn’t have shareholders, it operates for the benefit of members.

In South Staffordshire, the largest community banking facility is provided by Wolverhampton Credit Union. Founded in 2002, it has more than 7,000 members across Wolverhampton and South Staffordshire helping to support its vision to “stimulate the local economy by strengthening and financially empowering our community.”

You can build up a nest egg or rainy day fund with Wolverhampton Credit Union by putting aside regular savings or by payroll deduction from your wages.

Accounts are open to people who live in the WV postcode areas of South Staffordshire and Shropshire.

Saving and borrowing made simpler with community banking

For more information visit www.wccul.co.uk

William and Jean Butler with their new car

10

Just like our customers, we have to manage our budget carefully. And like families up and down the country, we are facing extra pressure on our finances.

Fair Landlord policies help us get the best possible value for customers out of every pound that we spend. Our decisions are made by asking:

Is this fair for the majority of our customers?One cost which we knew wasn’t fair for the majority of our customers was the bank charge we paid to take telephone payments by debit or credit card.

In the year 2015-16 we paid £29,598 in bank charges for this service, which was used by a relatively small number of customers.

We explained why we didn’t think this was fair and asked customers to consider using direct debit or standing orders to pay their rent, or to pay a £2 administration fee to support the cost of taking card payments.

We were overwhelmed by your response to this appeal.

Last year, 2016-17, our bank charges fell to £10,658, reflecting a huge switch to automated payments. And the £2 charge paid by customers who still preferred to pay by card offset those bank costs by £8,479.

In just one year, you helped us save a HUGE £27,419 through this simple step.

And because we are here for the

community, not for profit, the savings

we make are invested into

better homes and services to benefit more people and families.

So instead of paying bank charges, the money that you’ve helped us save, could pay for any of these home improvements:

Thank you!Customers supporting our Fair Landlord campaign helped us save nearly £30,000 through one easy change

Thank you to everyone who made this Fair Landlord switch.

MOT home upgrades from our award-winning team

new kitchens

brand new bathrooms

new boilers, cutting energy bills by an average of £300 per customer each year

new front doors, making homes more energy efficient, secure and attractive

60

8

10

15

42

11

You will have read about the fantastic savings that you helped us make on the cost of taking rent payments by credit or debit card.

Previously, we have also covered the costs of replacing lost or damaged

swipe cards used by some customers to pay their rent in convenient places like local post offices and stores.

When customers have contacted us to ask for a replacement for a missing swipe card, we have not been passing on the cost of doing this.

In future, we will be requiring customers to pay £3 to cover the cost of replacing these cards. If you pay this amount by credit or debit card, remember there is also a £2 administration charge for this service, meaning that the total cost of replacing a missing swipe card would be £5.

June Jones is a firm believer that the most successful organisations are those that listen carefully to their customers. As a housing association tenant, she has had a say in the way that her landlord operates for almost 20 years. Shrewsbury resident June now leads the complaints and compliments panel, one of three customer panels created in the new Housing Plus Group.

We share June’s belief in the importance of customer involvement. Our new Group offers a range of different ways for customers of South Staffordshire Housing Association, Care Plus and Severnside Housing to express your views, share your experiences and help shape the services we provide.

There are three customer panels, looking in detail at different parts of our work and reporting to our board of management:

• Communication

• Scrutiny

• Complaints and compliments

Each of the panels uses the views and opinions of customers as part of its work.

There are other ways you can make your voice count.

We might contact you after you have received a particular service, to ask about your experience. Please do spend a few moments taking part in these surveys, which help us to improve the way that we work. Later this summer we will also be inviting you to take part in a wide ranging survey about the association. This is independent research which means that we can compare our performance against other associations nationwide.

The survey tells us what you like about our services and shows what we could do better. It will influence important decisions that we take – so please look out for it and take part.

“I’ve loved everything about being involved in the running of my housing

association, as a customer,” says June. “I’ve worked with some lovely people, learned a huge amount and even met my current partner through a tenant forum!

“Most importantly, I know that we have been heard and that things have changed as a result of the special insight that we can provide as customers. For instance I remember a time some years ago when the first that tenants learned about a rent increase was when they read about it in the press. We were able to say that wasn’t the right way to communicate that kind of news and things were done differently as a result.

“All of us are now part of a new Group. We are here from day one and we can have a say in the way that homes and services will be provided for the future in our own communities. Share your views, have your say, make a difference.”

Your voice counts:

recovering the costs of missing swipe cards

“ Why I wanted to be part of the new customer panels”

Fair Landlord:

June Jones, chair of the customer panel for complaints and compliments

12

Happy 100th birthday, GwenOne of the first people to move into the award-winning retirement living apartments at Pencric when they were completed in 2014 was Gwen Gray. So Gwen’s 100th birthday was an extra-special day for the Care Plus team, which manages Pencric for SSHA.

“Gwen is an incredible lady, who can outpace most of us as she makes her way around the building,” said Nicola Smith, housing and wellbeing manager at Pencric. “She is always busy and doesn’t need any kind of care. She is an inspiration to us all and

we were delighted to be part of her amazing day.”

Care Plus staff got together to provide a show stopping cake for Gwen’s party and also bought decorations for the event, which was held in the residents’ lounge at Pencric.

“Gwen was overwhelmed to see that so many people wanted to celebrate her birthday. It was a pleasure to be there and share her happiness.”

“ She is an inspiration to us all and we were delighted to be part of her amazing day”

Gwen celebrating with Nicola Smith, members of the Care Plus team and sons Malcolm and Ian

13

You probably know SSHA best for the social housing we manage in local towns and villages. Our partnership with Severnside Housing means that we look after around 12,000 of these homes across Staffordshire and Shropshire.

We are proud to provide good quality, secure homes for people and families who might not otherwise be able to stay in this area. Our customers make a huge contribution to the local economy, support schools and other local amenities and help villages to thrive.

But that’s not all we offer…Our aim is to provide a home to fit your life. So if you, or a member of your family, are finding it a little difficult to manage a house and garden, we provide some fantastic accommodation in retirement living communities throughout the area. Self-contained accommodation means that residents have their own easy-to-manage home in a safe, convenient setting with care and support available through Care Plus if it is needed.

Homes in our retirement living communities are available for rent, purchase or shared ownership, depending on their location. For details of rental vacancies in retirement living communities call 01785 312303.

A home to fit your life

Example: River View in Penkridge will be completed later this year. The brand new apartments will be available for affordable rent or shared ownership and a showhome is coming soon. For viewing and details of shared ownership call 01785 312213

Example: a two-bedroomed flat in Wombourne suitable for a single person, couple or family with one child was recently available to rent at £85.07 per week subject to eligibility. Register with Homefinder at www.myhomefinder.org.uk for details of homes for affordable rent and check the SSHA website for updated information about immediately available homes.

Good quality, secure homes in local communities

Easy-to-manage homes in retirement living communities

14

And even THAT’S not all… Severn Homes specialises in homes available for market rent, outright sale or shared ownership across the Housing Plus Group counties of Staffordshire and Shropshire.

A home to fit your life

The quickest, easiest and most convenient way for you to get news, updates, info and advice from us, is online.

If you have access to the internet on a PC or smartphone, it’s even easier for you to communicate with us – and soon you will be able to do even more.

By email – contact our customer services team at enquiries@ssha.co.uk or enquiries@care-plus.org.uk to save the cost of a phone call.

You can also opt to receive information from us (including this magazine) by email, instead of in the post. This is not only better for the environment but keeps costs down, too, meaning that there is more money to spend on home improvement, advice and support.

Through our website – visit www.ssha.co.uk or www.care-plus.org.uk for the latest news and information about homes, services, welfare advice and job vacancies.

You will notice that our websites have recently been given a facelift to make them easier to use. Soon they will be getting more interactive, with added features enabling you to do things like manage your rent, ask for advice or request a repair online.

On social media – find Care Plus and Housing Plus Group on Twitter and Facebook. SSHA is on Twitter, too. Get the latest news there and chat to us during office hours for advice and info.

Don’t miss out. When you contact customer services, we will usually run through a quick check with you to make sure we have your current email address and mobile number. That

is to make sure that you get all the latest information and to ensure that we can contact you in an emergency. If you change your contact details, please let us know.

Are you online for the latest updates?

Example: Severn Homes is currently offering for sale a range of two, three and four-bedroomed homes in Curlew Meadows, Baschurch , within easy reach of Shrewsbury. Prices start at £165,000 or £132,000 with Help to Buy. For info visit www.severnhomes.co.uk

The key to your own front door

15

A team of carers helping local people live independently in their own homes has been shortlisted for the top national award of Support and Care Team of the Year.

The Care Plus domiciliary care team offers support including personal care, assistance with everyday tasks and the relief of loneliness, helping people stay healthy and active as they grow older. The team has been shortlisted for a Housing Heroes award, recognising the difference they make to people’s lives and the acclaim they receive from residents, families and colleagues.

The Housing Heroes awards recognise the ‘unsung heroes’ of the sector and are presented at the Housing 2017 annual conference. The Support and Care Team of the Year award acknowledges that helping some of the most vulnerable people in society is a crucial part of the work of housing organisations. The title is for a team

which lives and breathes its work, changing the lives of those it helps.

Carer Sally Rutty has worked in care since she left school and says that her earliest memories are of helping her grandfather as a child. She explains the satisfaction of working in the award nominated team: “It’s great because you are helping people to stay in their homes, being as independent as possible and enjoying familiar surroundings. Because I’m going into people’s homes I feel as though I’m playing a bigger part in their lives and I get to know their families, too.”

Last year 120 people were able to live independently as a direct result of the work of the carers. In a survey 100 per cent of customers described their carers as good or very good. Carer Kizzy Murphy says that it’s much more than just a job: “We expect people to care for others how they would want a member of their family to be looked after. Always respect their views and

their dignity. Remember that they’re a person, not a need or a disability.”

Les Clarke is director of care and support at Care Plus, which is part of Housing Plus Group based at Acton Gate in Stafford: “I’m thrilled that the team has been recognised in this way. They are an example of the quality of care that should be available to everyone, across the country. They inspire total trust. Customers have confidence in their carers and we have complete confidence in the team.”

The winners of the Housing Heroes Awards will be announced at a ceremony in Manchester at the end of June.

Care team are national finalists

For more information about retirement living accommodation, care and support in your own home and job vacancies for excellent care staff, visit www.care-plus.org.uk

Members of the Care Plus team, shortlisted for a top national award

16

Work with us – Situations vacant

To apply for any of these great opportunities, call our HR team on 01785 312232 or email hr@housing-plus.co.uk

Domiciliary Care WorkersShrewsbury, Cheslyn Hay, Perton, Great Wyrley and Cannock areas Salary: £7.65 per hour (unqualified) £8.20 per hour (qualified)Our care and support services enable people to remain active and independent. This means tailored care, wellbeing and support services and helping people to fulfil their potential.

We are currently looking to strengthen our team with more domiciliary care workers:

The role

• To provide high standard services that support and assist people to achieve maximum independence by meeting daily living and personal requirements as set in each person’s individual care and support plan, taking into consideration their preferences and cultural context.

• To work with other members of the Care Plus team to provide a high quality and effective service which demonstrates value for money.

Experience and qualifications:

• A good understanding of the needs of older people and a desire to make a difference

• Commitment to undertake mandatory and enhanced/specialist training

• Driving licence and transport – desirable.

We may expect a lot from our people, but we give plenty in return too. Work with us and you can expect a generous employment package, including:

• 30 days’ holiday each year, including bank holidays (pro-rata for part-time staff)

• Free uniform• Contributory pension scheme• Supportive appraisal and development scheme• Recognition of your status as a care professional• Work in a growing organisation, with career development• Excellent training opportunities.

ElectricianKnights Way, ShrewsburySalary: £29,162.74Full time, permanent 40 hours per weekProperty Plus is a multi-award winning division providing a full repairs and maintenance service for the Group.

We are currently recruiting electricians to carry out either electrical inspection/testing or electrical reactive and planned installation works. Work activity will depend upon location, but will normally fall within the categories of tenanted and void properties, general repair and maintenance, prior to paint or modernisations.

The ideal candidate must be a fully qualified electrician with 17th Edition and C&G 2391, (or C&G 2394 + 2395) testing & inspection qualifications, experience in Amtec software certification would be an advantage. You will be able to work in an autonomous manner, have a good knowledge of health and safety regulations and deliver a good level of customer care. Experience of working as a fully qualified tradesperson is essential as is experience of working in occupied and unoccupied properties.

Due to the nature of this role a full UK driving licence is essential.

“ It can be hard work but I can’t imagine doing anything else”

Facilities Management CleanerSalary: £7.57 per hourPart-time – Acton Court, StaffordWe are currently seeking a part-time cleaner to carry out cleaning duties as specified at the scheme to ensure that it is maintained to a high standard of cleanliness and hygiene. Your duties will include cleaning, washing, sweeping, mopping, dusting, polishing and vacuum cleaning of all communal designated areas to the required standard.

You do not need experience to apply for this role as full training will be provided.

17

Fair Landlord: doing more, with less

We are always looking at the way that we provide services to check that we are getting the best value for money by doing as much as we can to benefit the majority of our customers. We take into account your views in the decisions we make, too, which is why we are announcing a change as a result of your feedback.

From your repairs checklist you will know that misted windows have been treated as a decorative issue and any works are the responsibility of the tenant.

Now, as a result of Fair Landlord savings, we are able to increase the work done as part of our award-winning Home MOT project to include

resolving misted windows. This work is now carried out free of charge as part of the MOT programme.

Our MOT team works all year, transforming a neighbourhood at a time. It is a fantastic example of Fair Landlord spending because EVERY home benefits from the MOT service.

We ensure that homes in each neighbourhood receive an MOT upgrade every five years. You can find out when your area is due for its next visit from the MOT team by checking against the planned maintenance calendar, below.

If you prefer not to wait until your scheduled MOT visit, you can still opt

to have misted windows resolved as part of our Repairs Plus service. Like all optional work carried out in this way, work will be carried out at cost, paid for by you before work begins. You can ask for a no-obligation quote for this work at any time by contacting the customer services team.

Planned maintenance calendarPlannedmaintenance

AREA 1 –Alverley, Bobbington, Bridgnorth, Enville, Highley, Himley, Kinver, Smestow, Swindon, Wombourne

AREA 2 –Bilbrook, Burnhill Green, Codsall, Coseley, Lower Penn, Oaken, Pattingham, Perton, Seisdon, Trescott, Trysull

AREA 3 –Bishops Wood, Blymhill, Brewood, Brinsford, Broseley, Calf Heath, Coven, Featherstone, Hilton, Lapley, Saredon, Shareshill, Shifnal, Wheaton Aston

AREA 4 –Cheslyn Hay, Essington, Great Wyrley

AREA 5 –Acton Trussell, Brereton, Cannock, Chadsmoor, Churchbridge, Dunston, Gailey, Hatherton, Heath Hayes, Hednesford, Huntington, Longford, Norton Canes, Penkridge, Rising Brook, Rugeley, Stone, Wedges Mills

Kitchen Years 1-5Kitchen Years 6-10

01/04/2018 - 31/03/201901/04/2023 - 31/03/2024

01/04/2015 - 31/03/201601/04/2020 - 31/03/2021

01/04/2019 - 31/03/202001/04/2024 - 31/03/2025

01/04/2016 - 31/03/201701/04/2021 - 31/03/2022

01/04/2017 - 31/03/201801/04/2022 - 31/03/2023

Bathroom Years 1-5Bathroom Years 6-10

01/04/2017 - 31/03/201801/04/2022 - 31/03/2023

01/04/2016 - 31/03/201701/04/2021 - 31/03/2022

01/04/2015 - 31/03/201601/04/2020 - 31/03/2021

01/04/2019 - 31/03/202001/04/2024 - 31/03/2025

01/04/2018 - 31/03/201901/04/2023 - 31/03/2024

Boilers Will be reviewed with kitchens and bathrooms AND at your annual gas servicing check

External Doors Yrs 1-5External Doors Yrs 6-10

01/04/2015 - 31/03/201601/04/2020 - 31/03/2021

01/04/2019 - 31/03/202001/04/2024 - 31/03/2025

01/04/2017 - 31/03/201801/04/2022 - 31/03/2023

01/04/2018 - 31/03/201901/04/2023 - 31/03/2024

01/04/2016 - 31/03/201701/04/2021 - 31/03/2022

Electrical TestingProgramme This will be determined by the date of your last electrical test, tests are on a 5 year cycle and cannot be refused

External MOT Yrs 1-5External MOT Yrs 6-10

01/04/2017 - 31/03/201801/04/2022 - 31/03/2023

01/04/2018 - 31/03/201901/04/2023 - 31/03/2024

01/04/2019 - 31/03/202001/04/2024 - 31/03/2025

01/04/2016 - 31/03/201701/04/2021 - 31/03/2022

01/04/2015 - 31/03/201601/04/2020 - 31/03/2021

Misted windows to be included in MOT project

18

As a current tenant of SSHA your rent is paid in arrears. However you pay your rent – by direct debit, standing order, swipe card or by telephone – you are paying for the week or month which has just ended. From July, NEW tenancies will be a little different.

When customers receive the keys to their home they will pay rent to cover the next two weeks. For as long as their tenancy lasts, they will continue to pay two weeks ahead.

As an existing customer this change won’t affect you, unless you start a new tenancy with us at a different address.“Customers in Shropshire already pay their rent that way and this change is part of our commitment to provide the same service to our customers, wherever they live,” explained income manager Sam Allcott. “It is a very positive change because it helps people avoid rent arrears.”

a change to rent payments for new tenancies

Fair Landlord:

A new film offers a closer look at retirement living accommodation for people who think it might suit them or a member of their family.

The film has been recorded at Coven Court, in the village of Coven. The development has recently benefited from an investment programme, including a boost for the social facilities, decoration and carpeting and improvements to homes on the site. The new look was memorably launched by ‘Queen for the Day’, resident Ivy Payton who cut a ribbon

revealing a new-look community lounge and kitchen space.

Viewers can see those facilities for themselves, as well as taking a tour round one of the apartments and exploring Coven Court grounds in the company of retirement living team coordinator Debbie Brownlie.

To watch the film search for Coven Court on the new Care Plus website www.care-plus.org.uk look for the Housing Plus Group channel on YouTube or follow this link: https://youtu.be/ 4Hp3ZczkxrQ

new film offers tour of retirement living accommodation from the comfort of your home

Take a look around…

Ivy Payton, unveiling some of the new-look community facilities showcased in the filmed tour of Coven Court

19

Acton Court, Acton Gate, Staffordshire ST18 9APCustomer Services t: 01785 312000e: enquiries@ssha.co.uk www.ssha.co.uk

• General property repairs, rent payment, debt advice and fault reporting SSHA Customer Services 01785 312000

• Gas repairs and services 0333 240 8803

(Robert Heath Heating) • Gas leaks

0800 111 999 (National Gas Emergency Service)• Health and sickness help and

advice 111 (NHS Direct)

• Police 101 (non-emergency)

• Refuse collection 01902 696203

(South Staffordshire Council) • Street lighting

0300 111 8000 (South Staffordshire Council)

• Street cleaning 01902 696316

(South Staffordshire Council)

• Personal concerns, worries and troubles

08457 90 90 90 (Samaritans)

Useful telephone numbers:This newsletter is also available in:

For more information call Customer Services

Large print

Audio

Braille

Other languages

South Staffordshire Housing Association has continued its links with the Friends of Essington community group, by helping to support the group’s fundraising calendar.

The Friends of Essington group is a brilliant example of a community working together.

Members have made a difference to their neighbourhood with clean-up campaigns, colourful planting schemes and a ‘Future Generations’ orchard in the grounds of a local primary school. Members have even built and maintained a bridge, giving

walkers from the village safe entry into nearby countryside.

Some of this great work is funded through the sale of a calendar, featuring photographs taken by local residents. SSHA was pleased to help cover the costs of next year’s calendar, meaning that more of the revenue from sales of the publication can be used to support community projects.

SSHA backs community project

Will you be a survey STAR?Later this summer we will be writing to all our customers, asking you to share your views about what it is like to live in our homes and access our services.This important Survey of Tenants and Residents (STAR) research is your opportunity to help shape the way that we work. It is an independent survey and by spending a few minutes taking part, you could make a difference.

Look out for your Let’s Talk letter. We hope that as many of you as possible will take part in the STAR research and we will share the results of the survey with you in a future issue of your customer magazine.

Friends of Essington (and friends) take a break during a busy clean-up campaign