Intouch summer 2013

Health & Safety | intouch | www.wwha.co.uk | 17

intouchISSUE 75 | SUMMER 2013 | FREE

The magazine for residents of Wales & West Housing

In this issue...

Getting it right - what you told us

Universal Credit

Our new approach to nuisance

Boiler servicing

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News and General Information | intouch | www.wwha.co.uk | 03

Editor’s Letter Contents

Other languages and formatsIf you would like a copy of this edition of In Touch in Welsh or in another language or format, for example in large print, please let us know and we will help you.

Did you know that you can now get more news and updates online?

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Contact UsWales & West Housing, 3 Alexandra Gate, Ffordd Pengam, Tremorfa, Cardiff CF24 2UD. Telephone: 0800 052 2526 | Text: 07788 310420 Email: [email protected] | Website: www.wwha.co.ukYou can also contact members of staff direct by their email. For example, [email protected]

Hi everyone

Welcome to the summer edition of InTouch – the magazine for WWH residents which is jam packed with all our latest news, plus useful information for you and your community. We’ve got the latest information on benefits changes and more suggestions for how you can help yourselves.

In this edition we look at the work of our Tenancy Support Officers, explore what Universal Credit will mean for us all, and look again at changes to the Disability Living Allowance.

We’re taking a fresh look at how we tackle nuisance behaviour – see pages 23 - 25 for more information. You can find out more about our new Equality Policy (page 37), plus don’t forget you’ve still got time to nominate for our MAD Awards.

Happy reading & stay InTouch.

WWH News & Info 4Healthy Living 11FoodBanks update 12Money Matters 14Planned Maintenance 21Neighbourhoods that work 23Quarterly Report 26Getting it Right 31Equality and Diversity 35Making A Difference Awards 38 Resident Participation 39Going Green 44Awards Round Up 45Your News & Views 46Charity update 49Birthdays and Anniversaries 50Competition 51Connect24 Personal Alarms 52

04 | www.wwha.co.uk | intouch | News and General Information

We are planning to change the way we answer the phone in our Customer Service Centre (CSC), writes Cate Dooher, Head of Support Services.Over the last few months we’ve changed the way we work and have set up a new team to take phone calls about repairs and make appointments for you with our maintenance contractor. So far the new team cover most types of repairs in South and Mid Wales, and over the next few months the repairs team will be expanded to deal with all repairs.Once the team are dealing with all requests we’d like to set up a way for you to go straight to the repairs team rather than you having to explain everything twice, the first time to our CSC staff and then to the repairs team. It will also free up our CSC staff to deal with other calls more quickly, whether it’s about your rent account or some other matter to do with your home or the area you live in.

We also have a separate team which deals with housing applications and housing

waiting lists and in the same way we would direct calls to that team directly rather than going through the CSC.

So what are we proposing?

I’m sure the title of this article has given the game away! We’re planning to introduce a simple ‘menu’ system, so when you make a call you will be asked to select from three options:

• press Button One for repairs;• press Button Two for housing

applications and waiting lists; and • stay on the line for anything else.

If you are anything like me then you will get frustrated when you ring a bank or insurance company and are faced with a choice of options which leads to another choice and then yet another. We certainly don’t want to go down that route, but we hope that our proposal is a sensible option which gets you speaking to the right person quickly without being too complicated.

We plan to bring in this change later this year. If you’d like to give us your views then you can contact our CSC on 0800 052 2526, email me at [email protected] or write to me at our Head Office address.

Press one for...


‘Wonderful new specialist housing complex’Minister visits soon-to-be-completed Llys Jasmine

Our second extra care scheme is now close to completion and we were pleased to welcome Housing Minister Carl Sargeant AM on site to have a look around last month.

Llys Jasmine, in Mold, Flintshire, will provide much-needed specialist accommodation for older people with care and support needs, and is believed to be the first complex of its kind in Wales to feature purpose-built apartments for people with dementia.

The Minister braved July’s scorching temperatures to tour the development on Jasmine Crescent and took time to chat with Nathan Platt and Ryan Baillie, two of the 17 apprentices who have earned

and learned while working on the £9.86m complex.

“I am delighted to be here to see this wonderful new specialist housing complex that will soon be opening to residents,” said the Minister. “I am sure that these state-of-the-art facilities will make a real difference to the lives of those who are lucky enough to make this their home.

“The Welsh Government contributed £6m towards the cost of the scheme and this is money well spent. In addition to these wonderful new facilities, the construction work has provided much needed jobs and training opportunities for local people including 17 apprenticeships for joiners, bricklayers, ground workers, plasterers, electrical and mechanical trades.”

Anne Hinchey, Chief Executive of Wales & West Housing, said: “Llys Jasmine is the result of a very strong partnership between Wales & West Housing and Flintshire County Council. We are very proud of Llys Jasmine indeed and look forward to welcoming our first residents to this complex within the next few weeks.”

Apartments are being allocated on the basis of need with the first residents set to move in early autumn.

Apprentices Ryan Baillie and Nathan Platt with Anne Hinchey, WWH Chief Executive and Carl Sargeant, Housing Minister


Merthyr ExhibitionThe great-great grandson of a Victorian champion of the working class joined local children to learn about the latest chapter in the history of Merthyr Tydfil’s historic Vulcan House.

Matthew John, who ran the town’s legendary Vulcan Foundry, was a leading member of the Chartist movement - a movement which campaigned for democratic rights for the working classes. It started in London in 1838 with the publication of the ‘People’s Charter’ and quickly spread to Wales, where the Chartists had huge influence in towns like Merthyr Tydfil.

Lyndon Harris, Matthew’s great-great grandson, travelled from his home in Carmarthenshire to enjoy a recent exhibition put on by WWH and partners Wates Living Space, Merthyr Tydfil County Borough Council and Glamorgan and Gwent Archaeological Trust about our redevelopment of the Grade II listed Vulcan House.

“I was very pleased at the initiative shown by WWH in embracing and communicating with the local

community,” Lyndon told us, after the exhibition.

“Merthyr Tydfil owes much to you for your restoration of this Grade II Listed Building. As Anne Hinchey intimated in the Merthyr Express (May 16th), the John family would certainly be very gratified to see social housing for local people being provided in such a tasteful manner and fulfilling a real need.

“The children of Cyfarthfa Junior School have embraced the history of Vulcan House with enthusiasm as demonstrated at the recent Tabernacle exhibition, so ably supported by Ivor Goodsite!

“Vulcan House will undoubtedly prove to be a major attraction for local people and visitors alike and should feature prominently on the Merthyr Heritage Trail.”


Matthew John was a leading Chartist. He was an Iron and Brass Founder and operated the Vulcan Foundry at the rear of Vulcan House. He was the last of those Merthyr stalwarts to die having passed away at his home Vulcan House in December 1888. With his father, the Rev David John, Matthew’s good works included founding the library in Merthyr Tydfil. And his brother David John Jr, edited the Chartist newspaper, Udgorn Cymru (Trumpet of Wales).

The redevelopment of the Grade II listed Vulcan House - part of the Vulcan Brewery complex - is now nearing completion with the building being transformed into 15 new affordable homes for local people. Completion is scheduled for early this autumn.

Dozens of Merthyr residents enjoyed the displays about the history of the iconic Vulcan House while children had the chance to ‘dig’ for artefacts themselves and find out more about the work of an archaeologist.

Jo Horton, Development Officer for Wales & West Housing, said: “We’re delighted that so many people came along to enjoy our exhibition and I am sure we have discovered a budding archaeologist or two among the many youngsters who attended.

“Our aim was to bring together all aspects of the redevelopment of Vulcan House for the very first time, for the local community to see for themselves, and to learn from and enjoy the wealth of history behind the site. And I think we succeeded in doing just that.”

Cllr Brendan Toomey of Merthyr Tydfil County Borough Council, said: “I am delighted that the successful delivery of this affordable housing scheme also highlights to the people of Merthyr Tydfil the valuable history behind the Vulcan House. In particular I would like to thank the pupils and teachers of Cyfarthfa Junior School for their hard work.”

Children from Cyfarthfa Junior School find out about the history of Vulcan House

Lyndon Harris talks to Jo Horton about Vulcan House


Great response to

Newtown consultationWorking in partnership with Powys County Council, we are drawing up plans to build an extra care housing complex on the site of the old Boys and Boden Yard, Canal Road, Newtown.

Representatives from WWH, Powys County Council and local firm Hughes Architects were at Bear Lanes Shopping Centre on Tuesday, August 6th, with full details of the proposals. And we were delighted at the turnout and the responses we received.

Craig Sparrow, Development Manager, said: “It was great to meet so many people in Newtown and hear their views about our plans. This development will help older and vulnerable people to live independently with a level of support on site and we anticipate building 48 apartments using Welsh Government funding supplemented with private finance raised by WWH.

Cllr Mel Davies, Powys County Council’s Cabinet Member for Care, said: “One of our key objectives is to help people to lead healthy and independent lives and this involves access to appropriate housing and support that best suits their circumstances. Powys County Council is pleased to work with Wales & West Housing and Welsh Government to deliver this important new development which will improve the choices to live independently for local people and especially older members of the community and those with disabilities.” Current proposals are for a range of new-build self-contained apartments with communal facilities aimed at older people requiring different levels of care as well as a small number of dwellings for people with learning disabilities.

Dozens of Newtown residents, shoppers and business people came along to see us earlier this month to have their say on our plans for a new extra care housing development for the area.


Craig Atherton, Housing Officer, talks to Newtown local resident Nicola Jarmen about plans for our new extra care scheme


‘More than we could

have wished for’ Paul Butler, his partner Sarah Jones and their baby son Joshua were among the first residents to move into Cefn y Nant, our new development on Rivulet Road in Wrexham – and they told us they couldn’t be happier with their new home.

“Our new home is fantastic,” said Paul. “It’s more than we could have wished for. We’re so happy that we get to give Josh a good start in life, in a nice home. This move has been life-changing.”

Previously Paul, 31, had lived in the old Hightown flats that were demolished in 2011, and he has now returned to the area with partner Sarah Jones and baby son Joshua.

Cefn y Nant, a development of 55 new homes, is part of our £17m building programme across two sites in Wrexham, working in partnership with Wrexham County Borough Council.

Cllr Mark Pritchard, Lead Member for Housing said: “This development is a great example of how, by working in partnership, we can produce good quality, affordable homes for the people of Wrexham. I would like to thank staff at both Wales & West and Wrexham Council, as well as the Welsh Government, for all

their hard work and support in ensuring that this project came to fruition.”

Anne Hinchey, Chief Executive of Wales & West Housing, said: “Paul is just one of many new residents who will enjoy similar benefits from this fantastic new development.”

If you would like to keep up to date or share your views on the latest development then visit www.hightownflats.com and have your say.

First homes completed on our development in Wrexham

Pictured: Cllr Neil Rogers, Leader of Wrexham Council, Anne Hinchey, Chief Executive of Wales & West Housing, with delighted new residents Sarah Jones, Paul Butler and baby Joshua outside their new home in Cefn y Nant, Wrexham.

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Warm Home DiscountNot everyone will get the discount, however – you have to qualify (https://www.gov.uk/the-warm-home-discount-scheme/eligibility). For example, you qualify for the discount if on the ‘qualifying day’ (20th July 2013) your supplier was part of the scheme, your name (or your partner’s) was on the bill and you were either:

• 75 or over and getting the Guarantee Credit element of Pension Credit (even if you get Savings Credit)

• Under 75 and only getting the Guarantee Credit element of Pension Credit (you won’t qualify if you also get Savings Credit).

If you don’t qualify

Some suppliers can now offer the discount to vulnerable people. For example:

• those on a low income where 10% or more of their income is spent on heating their home

• residents in receipt of multiple benefits

• low income households with mental/physical disability/illness or with some degree of vulnerability

Each supplier has their own rules about who else (known as the ‘broader group’) can get this help. Check with your supplier if you meet their rules for broader group help and how to apply for it, or contact the Home Heat Helpline on 0800 336699.

We may all be enjoying the summer sunshine at present, but winter isn’t far away. For winter 2013 to 2104 you could get a one-off £135 discount on your electricity bill through the UK Government’s Warm Home Discount Scheme.

12 | www.wwha.co.uk | intouch | FoodBanks update

It wasn’t quite a 60 Minute Makeover, but over just one weekend a team of willing volunteers from our subsidiary company Cambria Maintenance Services (South) worked non-stop to transform an empty warehouse into a new depot for Cardiff Foodbank.

Cardiff Foodbank currently provides up to a week’s worth of emergency food to 600 people in poverty in the city every month and has seen demand for its services grow by a massive 60% in the past year.

Thanks to the makeover Cardiff FoodBank has been able to move operations from Ely Bridge to its new 3,800 sq ft home in Cardiff Bay Business Park, provided by UK Steel Enterprise.

To help them do this, over the weekend of 15th-16th June, volunteers from Cambria Maintenance Services (South) - part of the WWH Group - worked flat out to transform 1.7km of sustainable timber donated by Jewson into purpose-

built shelving for the warehouse.

Peter Jackson, Head of Cambria South, said: “Cardiff Foodbank are doing an incredible job to meet a very real, and sadly growing, need. We were only too pleased to be able to support them with our expertise, labour and time. The boys worked absolutely flat out in their own time and I am very proud of them all.”Karen Purcell, of Cardiff Foodbank, said: “We are extremely grateful to Cambria, Jewson, Graham, Day’s Rentals, UK Steel and everyone involved in supporting us. This move has been made possible by the Comic Relief /Netmums grant funding we received and these new larger, fit-for-purpose premises have transformed the way we are able to operate, enabling us to help many more people in need.”

Transport was provided by Day’s Rentals, and Jewson’s sister brand, Graham the local plumbers’ merchant, also supported the project by part-funding the stock supplied.

Volunteers from Cambria Maintenance Services (South) building shelves for Cardiff Foodbank’s new premises on Cardiff Bay Business Park. Ian Purcell, Project Manager Cardiff Foodbank, looks on with Anne Hinchey, Chief Executive WWH, and Peter Jackson, Head of Cambria (South).

Cambria’s ‘makeover’ for Cardiff Foodbank

FoodBanks update | intouch | www.wwha.co.uk | 13

We have recently set up Castell Catering, an exciting new venture based in North Wales which will provide catering services in extra care housing schemes for Wales & West Housing.

Castell Catering is a division of Castell Homes Ltd, part of our Wales & West Housing Group. While wholly owned by WWH, thereby benefiting from the security that brings, Castell Homes Ltd is an independent company. We’ve got two extra care schemes -

Introducing...

Castell CateringNant y Môr in Prestatyn, Denbighshire, and Llys Jasmine, currently nearing completion in Mold, Flintshire.

Castell Catering is committed to providing the right service to ensure that people living in extra care schemes enjoy a nutritious and balanced diet, cooked with care, using locally sourced produce, wherever possible.

The restaurant at Nant y Mor Extra Care scheme in Prestatyn

14 | www.wwha.co.uk | intouch | Money Matters

Direct Debit WinnerMrs Maureen Woods from Clos Peiriant, Barry, Vale of Glamorgan, was the lucky winner in our last quarterly Direct Debit draw. “I am over the moon I won and shall be putting the money towards our holiday” said Maureen.

Win £100 by paying your rent by Direct Debit To qualify for entry in the draw all you need to do is pay your rent by Direct Debit. It is as easy as that and ever so simple to set up.

Please contact your Housing Officer who will help with any queries you may have or call our Customer Service Centre on 0800 052 2526.

Volunteers needed for Tidy Wales WeekThis September Keep Wales Tidy are calling on the people of Wales to take part in a week-long, nationwide cleanup of littered black spots in towns, villages and the countryside.

Tidy Wales Week runs from the 16th to the 22nd of September.

Last year nearly 10,000 people of all ages did their bit to clean up their neighbourhoods and thousands of bags of litter were recovered by volunteers.

Get involved and you could win £100 gift voucher

Tidy Wales Week is for everyone from a group of neighbours to schools and local businesses. This is your opportunity to get involved and make a difference in your local community! Register your clean up event today with Keep Wales Tidy and you will be entered into a prize draw with the chance of winning £100 of National Garden Centre vouchers.

See www.keepwalestidy.org for more info.

Money Matters | intouch | www.wwha.co.uk | 15

In our last issue of Money Matters we introduced our Tenancy Support Officers (TSOs) who are helping residents cope with the impact of the bedroom tax.

They continue to assist residents who are struggling to afford the shortfall caused by the bedroom tax, giving debt and money advice, making applications for discretionary housing payments and helping residents to move.

There are many success stories as a result of their intervention, with residents being delighted at the advice and assistance they’ve been given, so we thought we’d share one with you from a resident we recently visited.

“I’m 21 years old and live by myself in a 2 bed property, having previously lived in it with my Dad who died 18 months ago. The loss of my Dad hit me hard and I’ve struggled to cope, first with the loss of him and then trying to run the house by myself – I’ve got myself into a mess financially if I’m honest.

It wasn’t until I was contacted by the TSO that I realised how bad my finances were. I’d put my head in the sand regarding the bedroom tax. I hadn’t really thought about how I would pay it, I just told my Housing Officer that I’d be fine paying £12 per week, but I couldn’t manage it.

I don’t want to move as I grew up here and have many happy memories. The TSO looked through my finances with me and felt there were a number of things I could save money on. I was paying £10 per week for an old gas debt which the TSO helped me re-negotiate to £2.50 per week. He also applied for a Discretionary Housing Payment which I got, so my rent was covered for 6 months, giving me time to try and find a job. I was also struggling with water debt and the TSO applied for me to enter their customer assistance fund which will allow me to clear the arrears at a much quicker rate.

I can’t begin to thank the TSO for what he’s done for me. It feels like a huge weight has been lifted and I can think about finding a job rather than just worrying about money. If anyone else is in a position like mine I’d strongly recommend them to get in contact with their TSO.”

If you are not able to afford the shortfall, contact us and we’ll do whatever we can to help you afford the bedroom tax shortfall.

Sometimes, even with our help you’ll find it too difficult to afford it and your only option will be to move. If you find yourself in this position it’s important to ACT NOW - the longer you wait the more arrears you will accrue and will need to pay.You may have seen us refer t

TSO update

16 | www.wwha.co.uk | intouch | Money Matters

Universal Credit (UC)You may have seen us refer to Universal Credit in these pages in the last couple of issues. It is the Government’s new benefit system that combines multiple benefits into one monthly payment.

It was originally announced that a national roll out of UC would begin in October 2013 but this has been put back due to it being such a big project. The Government have since announced that in October 2013 there will be a roll out of UC in six areas. One of these is Shotton in Flintshire so some residents will potentially be affected by this in the next few months. However, the roll out is very limited at this stage so only single

people who are making a new claim for Jobseekers Allowance are likely to be affected, with no announcement as yet of when people in a couple and/or with children will be included.

Whilst for the vast majority of residents UC will not affect them in the immediate future, it is worth noting that there are several elements of UC that people will have to prepare for:

Budgeting monthlyUC will be paid monthly which may differ from the way you currently receive your income. It’s therefore important to make sure your budget is in good health so that you find this transition easier than if you are

Money Matters | intouch | www.wwha.co.uk | 17

tsostruggling to balance your income and expenditure now.

Even though UC probably isn’t imminent for you, now is the time to act as getting a handle on your finances isn’t easy. Our website has many tips about managing your money and also highlights websites that offer further information.

Getting a bank account You may currently use a Post Office account that only allows you to withdraw your money or you may find you are incurring bank charges from the account you currently use. If this is the case, now is the time to open a new bank account and enable yourself to manage your money

as conveniently and effectively as possible. This will allow you to pay your bills like rent and council tax by Direct Debit, meaning you don’t have to remember to pay or visit a shop or post office. It also gives you entry into our prize draw where you could win £100 every three months.

Getting online The Government want UC claims to be made and managed online. If you don’t currently use the internet start to think of ways that you could access it. Many libraries have beginner courses to show you the basics. As well as preparing for UC this also opens up numerous options to save money, from using comparison sites to monitoring energy usage and bills.

A reminder that if you claim Disability Living Allowance, are between the ages of 16 and 65, and have a fixed term award you will be contacted by the Department of Work and Pensions from October 2013 onwards in order to claim a Personal Independence Payment.

If you are affected by this change and would like advice please contact us on 0800 052 2526.

Changes to Disability Living Allowance

18| www.wwha.co.uk | intouch | Planned Maintenance

• The engineer will visually inspect the gas pipe work and then carry out a gas tightness test on the gas meter to check the property and appliances to make sure there are no leaks.

• The electrical socket, circuit, earth wiring and connections will be inspected to check the electrical safety of the boiler before the engineer can start work on the appliance.

• The boiler flue and terminal will be visually inspected, and the case and combustion covers removed for the engineer to clean the boiler.

• When the boiler has been cleaned the combustion cover will be refitted and the case seals checked. If your home has a recent

condensing boiler then this unit is not designed to be cleaned with a hoover but the engineer will clean the sediment out of the trap and then refill with clean water.

• All necessary checks will be carried out, including gas rate and burner pressure, to check that the boiler is working efficiently and is safe to use.

• Once all gas work has been finished a second gas tightness test will be carried out in order for the engineer to check his work is safe and the new annual Gas Safe certificate can be issued.

• Any gas cooking appliances in the property that are owned by the resident will be visually inspected only for safety issues.

Boiler servicingModern boilers have changed significantly in the way they are serviced and we thought it may be helpful to you if we explain what you can expect when the engineer arrives at your home to carry out your gas boiler annual service and safety check. This is what will happen:

Planned Maintenance | intouch | www.wwha.co.uk | 19

• Any defects noticed in the property will be noted on the engineer’s paperwork, and the resident and WWH will be notified of any further actions required.

• A service label will be placed inside the boiler case with the service date noted.

• All smoke alarms will be tested and should any faulty units be detected these will be referred to WWH so

that Cambria Maintenance staff can arrange a convenient time with you to replace the unit in question.

• When the engineer is at the property please use this opportunity to discuss any concerns you may have regarding the heating installation. If there is a problem and the engineer cannot repair it at the time then PH Jones will arrange to visit again at a time convenient to yourself.

The annual servicing of your boiler is possibly the most important maintenance aspect of your home to ensure that you know your family, friends and neighbours will be safe at home.

To those residents who allow us timely access to their homes to carry out this important work, we thank you and trust that the information above will be of use. To those residents who fail to allow timely access, can we once again point out that by failing to do so you are putting your family, friends and neighbours at potential risk...

so please allow timely access, not only will you know you are safe but you may win £250 in our 2 regional draws (North/South) held four times a year!Boiler servicing

20 | www.wwha.co.uk | intouch | Planned Maintenance

Get your gas boiler serviced and you could win

£250Winner Mrs Pamela Tuckfield of Church Road, Cardiff with her £250 cheque, flowers and champagne. “I am delighted to have won and will be treating my husband to a fishing weekend” said Pamela.

Winner Mr Richard Phillips of Plough Court, Brecon with his winnings.

Winner Paul Howell of Hightown, Wrexham with Annerley Brown, Asset Management Officer, receiving his gifts. “I’m so pleased to have won as I’m saving for a holiday” said Paul.

Mr Newell from Caerau, Cardiff was also a winner and was very pleased “It was a nice surprise; I’ve never won anything before.”

YOU could also be a WINNER, all you need to do to qualify is to have your boiler serviced on your FIRST appoint-ment or give us at least 48 hours’ notice to postpone the visit.

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GKR Maintenance started work at Cwrt Anghorfa in Pyle, Bridgend, in January, upgrading 35 kitchens to the Welsh Housing Quality Standard, including the communal kitchen and the laundry area, and completed the work in March this year.

Scheme Manager Lucy Clewlow’s wish was to have a dishwasher in the new kitchen as it’s used a great deal by everyone, and a new dishwasher definitely would make a big difference. GKR kindly made a contribution to this and the dishwasher was designed into the upgrade. “We love our new communal kitchen because it’s much bigger, brighter, cleaner and fresher than

the old one. The workmen were fantastic, they all went above and beyond and nothing was too much trouble for them. The residents themselves wanted to say ‘Thank You’ to the workmen and even put on a presentation after the works were completed” said Lucy.

Resident Jean Morgan said “It’s lovely; I am very pleased with the work. It’s beautiful and faultless, much nicer than my old kitchen. All the workmen gave 100% + and we were all kept informed with what was happening. The communal kitchen seems much bigger, easier to get around and using the dishwasher makes life much easier, absolutely wonderful.”

‘Thank you for our new kitchen’

22 | www.wwha.co.uk | intouch | Planned maintenance

PlannedMaintenance Kitchens

Twyncarmel, Merthyr TydfilChristchurch Court, Llandrindod WellsKeystowe Place, CardiffLlanrumney Avenue, CardiffMaes Y March, Mold

Bathrooms

Newent Road, CardiffBroadwell Close, CardiffEllwood Close, CardiffHeol Bryn Glas, BridgendHeol Y Rhos, BridgendWestminster Way, BridgendHeol Y Coed Rise, BridgendLlys Rhedyn, WrexhamClos Scotts, Wrexham

Fuel Switch

Cae Mawr, LlandundoQueens Court, NewtonLlys Hafren, Newton

Windows and Doors

West Lee, Cardiff

Doors (front and rear)

Lavender Court, Shotton

Neighbourhoods that work | intouch | www.wwha.co.uk | 23

We’ve been working in this new way in pilot areas across Cardiff, Powys and Bridgend and we believe that we now have a good understanding of the service residents want based on what you’ve been telling us and will be introducing our new approach across all areas over the coming months.

Of the 100 residents who reported nuisance to us in the pilot areas we managed to speak to 61 to find out what they thought.

Residents rated the service they received 7.5 out of 10. This is based on what they thought of the service overall. We then asked specific questions about what we understand to be the most important parts of the service.

Our new approach to

‘nuisance’Welcome to our fourth and final update telling you how our new approach to dealing with complaints about nuisance is progressing.

2. Getting a speedy response 88% felt they had received a speedy response. Of the 7 people that felt they hadn’t had a quick response, all of their complaints concerned noise. Where necessary, we involve Local Authority Environmental Protection Departments to evidence the noise as they have statutory powers and are best placed to deal with persistent noise nuisance. Unfortunately we are not able to control their response times or practices.

1. Speaking to the right person

Of the 61 residents 85% felt that by going straight to their Housing Officer they had spoken to the person best placed to deal with their complaint. Of those that didn’t, they gave reasons such as they wanted to speak to a Housing Manager in the first instance. This tells us that Housing Officers need to be the first point of contact.

24 | www.wwha.co.uk | intouch | Neighbourhoods that work

3. Being kept informed 80% felt they had been kept informed of progress with their complaint. We now try and ask right from the start how people would like to be kept informed and have been using texts to improve how we do this. As 20% didn’t feel they were kept informed as they wished, we need to get better at doing this.

4. Wanting the nuisance to stop This may seem obvious but sometimes in some cases problems can only be eased or reduced, not completely stopped. This can be for a number of reasons and in 10% of cases we thought had been stopped residents felt their problem hadn’t stopped. Understanding that this is important and looking at a problem from the resident’s point of view helps us to find solutions to problems. We’ve trialled different ways to try and reduce living noise in some blocks of flats.

5. Wanting to feel and be safe in your home and where you live Two people said they didn’t feel safe in their homes and 12 people said they didn’t feel safe in the surrounding area. Most of these

people lived in blocks of flats. We also found that their fear didn’t always relate to a particular incident that had happened to them but was based on their fear of what might happen. This information helps us to better understand what wider issues we need to consider when looking at how we can improve homes and neighbourhoods.

6. Understanding what you want us to do We know that it’s important we understand personal issues, health conditions, previous experiences, and the impact that the nuisance is having on the complainant. In almost all cases people thought we had done this. 2 out of 61 residents felt that we hadn’t taken their mental health needs into account.

7. Residents play as big a part as possible in resolving their complaint We understand our role is to help create communities that work. This means neighbours that respect each other’s right to peace and quiet, tolerance of others and taking responsibility for where they live. We want to encourage residents to live by these principles and part of this is taking ownership for problems in the neighbourhood.


When a group of residents living in a block of flats were encouraged and supported to report incidents happening to the police they were pleased to see this resulted in increased police patrols and as a result of their calls one person was arrested and imprisoned for drug offences.

8. Complainants know if we can resolve the issue or what we can do to make it more bearable Most people felt that we were trying our best to resolve their complaints and accepted that we were not

always able to solve them. Our new way of working means that we will only close a case if the complainant feels the situation has improved to their satisfaction.

Working with residents and explaining the options and possible outcomes makes residents feel part of the solution and this means that overall satisfaction scores were good.

Our aim is to survey the views of as many complainants as possible to make sure that we are listening and acting on the feedback that residents give us. This helps us to constantly review our service and, where necessary, make changes for the better.

We always welcome your comments. If you have something to say about this article or the service you receive we’d like to hear it.

• Call 0800 052 2526 • email [email protected] • text 07788 310420 • contact us via our website www.wwha.co.uk • or via Twitter @wwha.

26 | www.wwha.co.uk | intouch | Quarterly report

So, how well are we doing across all areas of the business? (All information relates to January - June 2013)

Rent2564Number of Rented Accounts in Arrears

% of accounts where an agreed payment plan

is in place

55%

With all the changes in Welfare Reform this continues to be a very challenging time for residents. Our staff are working hard to help and support them with their rent payments.

We have employed Tenancy Support Officers (TSOs) who continue to assist those residents affected by the bedroom tax, with a focus on those who are struggling to pay or want to move. Assistance includes help with debt and money advice, with a focus on creating sustainable budgets, and completing applications for Discretionary Housing Payments (DHP), grants, assistance funds, benefit and/or transfer applications.

Evictions

2

What matters to you?Regular readers of In Touch will already be aware we have previously focused on Lettings, Rents and Repairs, and, in a separate article, about communities that work.

However we would like to know if there are any other areas you would like to know about for us to focus on in the future. Have you got a particular interest in an area of our work? Just let us know and we will happily tell you about it!

Here’s the latest edition of our regular feature on performance across all areas of service delivery at Wales & West Housing. We update our performance information every three months, so we hope this will be as useful and relevant as possible for you.

Quarterly report | intouch | www.wwha.co.uk | 27

Repairs

64.7%

95.9%

99.8%

Repairs completed in one visit

Repairs that stayed fixed

16.1Average number of days

to complete a repair Resident satisfaction

Gas Safety Compliance

(18 properties are outstanding where access is required)

9.6 10

/

Cambria Maintenance Services expanded on the 1st January 2013 to provide a maintenance service to residents in North Wales as well as South and Mid Wales. We have increased the overall number of operatives available with a view to further improving the service delivery and we are pleased that our satisfaction levels have remained high. We continue to learn from the feedback and measures to find areas where we could do better.

Gas Servicing compliancy is very important and a rate of 99.8% means that nearly all our residents have allowed access in order that their gas installations could be checked for safety. Unfortunately at the moment we have 18 properties where a gas service is overdue and we will continue to pursue this to ensure access is gained and a service carried out as soon as possible.

The majority of residents are managing to pay the shortfall, with a proportion receiving DHP whilst they wait for a suitable property to become available that they can move to. In the group that are struggling to pay, our TSO’s are finding that residents often have a multitude of debt issues that they can’t cope with on their own, limiting their ability to pay their bills.

With the decrease in funding for external advice centres which is apparent at the moment we are filling a much needed role for residents that is helping them overcome their financial difficulties.


Planned Maintenance

Kitchens completed

Bathrooms completed

Boiler renewals

94

42% completed so far

42% completed so far

628/1503

154/369

Resident satisfaction

9.1 10

/

The 2013 planned maintenance programme is now well under way and good progress is being made in delivering new kitchens and bathrooms along with over bath showers. Residents tell us that they are particularly pleased with the choices being offered and the quality of finish in their new kitchens and bathrooms. This is reflected in the most recent Resident Satisfaction Survey which has given an overall score of 9.1 out of 10.

Part of our normal programme is the fitting of new windows which we do during the middle 6 months of the year to try and avoid the bad weather. Unfortunately the start of summer was very wet and cold which meant that this year’s programme has been slightly delayed. However since the sunshine arrived good progress has been made during July which we will report on in the next bulletin.

Quarterly report | intouch | www.wwha.co.uk | 29

Lettings and building properties

179Lettings

104General needs

Resident satisfaction

9.3 10

/

70New properties

12Flats

53Houses

Communities

183 330Anti-social behaviour

incidents Cases

(excluding new system)

63Cases in the new trial system Resident satisfaction

7.0 10

/

147Estate management

issues affecting tenancies

The number of cases we have dealt with in 2013 has continued to reduce when compared with the same period in 2012.

The review of how we deal with anti-social behaviour incidents continues and we have expanded the number of Housing Officers who are trialling the new way of working during April and June. The new way of working seeks to address the core reason for the ASB issue which was often overlooked in the past, leading to it reoccurring at a later date.

We continue to work in partnership with a range of agencies tasked with dealing with ASB and carry out joint work with local authorities and Police.

5Mortgage rescue


So what do you think about our Performance and any aspects of our service?If you have any comments or feedback on anything we have told you please let us know. You can contact us about this or any other issue at any time. Feedback can be given in a variety of ways– online via our website, email, letter, phone, by text, or, in person to a member of staff or at our offices.

• We are always happy to hear from you whether you want to ask a question, tell us something, make a suggestion, pay a compliment or make a complaint.

• This feedback helps us to make decisions about our future plans and improvements to our services. Thank you!

135,169

Total number of calls answered

74,221

Generalcalls

60,948

Emergency Alarm calls

Number of calls answered within 30 secs

97.3%

5 Seconds

Average answering

time

Of the 70 new houses that we acquired, 65 are newly built and 5 houses are through our mortgage rescue scheme where we helped people with financial difficulties to be able to remain in their own homes.

We have a large number of schemes that are currently being built across Wales, so expect to see these figures grow!

Resident satisfaction remains strong and we continue to learn from what residents are telling us.

CSC/emergency

alarm

Neighbourhoods that work| intouch | www.wwha.co.uk | 31

Getting it right- what you told us!You may remember that back in June we sent out our ‘Getting it right’ self assessment supplement which gave everyone an opportunity to tell us what you thought of how well we were doing and what we need to do to make things better.

TextingOver 1,000 people texted us to tell us what they thought of WWH and our plans for the way in which we work, and the things we want to do in the future.

Some headline results were….

84% told us we were doing the right things to improve.

“Yes, you’re doing a brilliant job and the booklet is a great help letting us know things we need to know.”

70% told us that our plans will make things better for them.

Of those that gave us some comments the main focus was on repairs, windows, doors and boilers and these are areas that we will continue to work very hard on to improve our services.

Firstly, a massive thank you to those of you who got in touch with us via text or completed our survey by phone or through our website.

5 Seconds


This is the first time that we have tried a web based survey so we were really pleased that a small number of you took the time to fill it in. We asked a series of questions and here is some of the feedback.

Fix my home

• 83% of you agreed that we should ensure repairs are done quickly, in one visit and when people want.

• 93% of you agreed that homes should be kept in good condition

Comments• Enclose front gardens where

possible• Help with garden maintenance• Better communication about

maintenance works

Help me pay

• 88% of you agreed we should help people quickly when they miss payments

• 95% of you agreed that we should make sure that people know what to pay, how and when.

Comments• Older people need more face to

face help• Rent statements can be confusing• Can sometimes take too long to

tell us about rent arrears

I want a home

• 90% of you agreed that people should move into a home that’s ready for them

• 96% of you agreed that our plans will make a positive difference to the quality of service we provide

Comments• Regular updates for people on

waiting lists• People should be vetted before

moving in• Need to balance estates better

Create neighbourhoods that work

• 83% of you agreed with our aim that estates are attractive, safe and well kept

• 74% of you agreed that people are helped quickly with anti social behaviour problems

Comments• Regular estate meetings to air

complaints• Take more responsibility over

residents who dump rubbish and do not recycle

Web Survey


Help me live independently

• 90% of you agreed that we should support people as they get older

• 93% of you agreed that our plans will make a positive difference to the quality of our services

Comments• Communication is paramount to

help people as they get older or suffer ill health

• More mobile pendants needed

More homes

• 95% of you agreed new homes to be in places where people want to live

• 90% of you agreed new homes are good quality and affordable to live in

Comments• We need to do more than just

build new homes. We need to create more communities

• Information packs can be confusing so need to be more personal

How we run Wales & West Housing

• 81% of you agreed that we should do what we say we are going to do

• 88% of you agreed that we should use the money we have effectively

Comments• Ideas need to be backed up • Ideas speak louder than printed

matter

It is only your feedback that helps us to know whether we are doing the right things for you and find out what else you want us to focus on.

We will now spend time looking at the feedback that you have given us and

make sure we learn from it and make changes where we can to improve things for our residents.

You can give us feedback at any time about any issues that you may have. Just get in touch with us in the way that suits you best!

Once again a big thank you to those that responded to us.

So what next?


‘Getting it right’ prize draw winners

Mr Jamie Walmsley from Bridgend - “It was a very nice surprise and I have put it towards Christmas presents for the family.”

Miss Julia Simms from Cardiff (above) - “I’ve never won anything in my life before, it was a great surprise and it will go towards those extra things for Christmas.”

Deb Matthews from Fairwater, Cardiff (left) - “Very pleased as this was the first time I completed a survey on line with my new phone. I’m over the moon - it’s the first time I’ve won something.”

We wanted your help with our ‘Getting it right’ survey on how well we are doing, and to thank you all for your feedback we added your details into a random prize draw of £100 Argos vouchers. And the winners are:

Equality and Diversity | intouch | www.wwha.co.uk | 35

This is the 7th in a series of articles which explain the Equality Act 2010 – in the last 6 editions we looked at age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity and race, writes Claire Bryant, Policy & Diversity Officer.

There are 9 ‘protected characteristics’ within the Act and the aim of these articles is to break down the legal bit into something that’s easy to understand for everyone.

What are the 9 protected characteristics again?Age, disability, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, sex, ethnicity, and religion or belief.

Religion and belief

In this article we are looking at religion and belief.

Many religions are widely recognised in Britain such as Buddhism, Christianity, Hinduism, Islam, Judaism, and Sikhism. Denominations such as Catholicism and Protestantism are also considered as religions, which are divisions of Christianity.

Despite falling numbers, Christianity remains the largest religion in England and Wales in 2011 (33.2m people). Muslims are the next biggest religious

group and have grown in the last decade. Meanwhile a quarter of the population now say they have no religion. Of the other main religious groups: 1.5% of the population identified themselves as Hindu; 0.8% Sikh; 0.5% Jewish and 0.4% Buddhist.

36 | www.wwha.co.uk | intouch | Equality and Diversity

Many people debate whether religion is a positive influence or a negative influence in life. For many people religion is a way of coping with life and religion guides them to live their lives in a positive way to the best of their ability. Certainly it is also true that many conflicts find their roots in religious

differences. Examples include Israel and Palestine, Iraq and Nigeria. In the same way, discrimination on the grounds of religious belief has led to human rights violations against individuals, such as members of the Baha’i community in Iran, Shia Muslims or Jehovah’s Witnesses in many places.

What does the law say about religion or belief?You have the right to hold your own religious beliefs or other philosophical beliefs similar to a religion. You also have the right to have no religion or belief.

Belief is slightly different to religion but is also included under the Equality Act 2010. Belief is defined as including philosophical beliefs, such as humanism, which are considered to be similar to a religion.

Various human rights treaties mean it’s not just about the freedom to hold personal thoughts and convictions, but also being able to express them

individually or with others, publicly or in private. It also includes the freedom to subscribe to different schools of thought within a religion, and to change one’s religion or beliefs. It forbids discrimination against individuals who have, or wish to have, different beliefs. It prohibits the use of coercion to make someone hold or change their religion or belief. The Equality Act is designed to protect people from discrimination because of religion or religious or philosophical belief.

In the next edition we will be looking at gender.

Equality and Diversity | intouch | www.wwha.co.uk | 37

We have a new

Equality Policy!For many years we have had an ‘equal opportunities’ policy but felt it was a good time to review it because of the Equality Act 2010 coming into place. Here at WWH we believe that equality and diversity needs to be part of our day-to-day work – in other words, how services are delivered so that we can make a difference. In a nutshell our new policy says we are committed to ensuring that everyone is treated fairly and is not discriminated against, harassed or victimised based on any of the protected characteristics while working with us, or accessing our services. The policy has been renamed the Equality Policy and it applies to the following areas:

• The overall approach WWH takes in its daily business,• The provision of housing and all related services to residents, and• The recruitment, employment and training of staff.

Within these strands we give some clear statements of how WWH will operate across all areas of the business.

If you want to find out more you can find details of our new Equality Policy on our website www.wwha.co.uk

38 | www.wwha.co.uk | intouch | Making A Difference Awards

Have you nominated your hero yet? Whatever their story – we want to hear it. The deadline for nominations has been extended until Friday the 6th of September, so there’s still time to send us your nominations.

To remind you, the eight categories again this year are: Good Neighbour, Fresh Start, Fresh Start (new build) Eco Champion, Green Fingers (Older Persons), Green Fingers (Younger

Persons), Community Project and Local Hero.

It’s free to enter – and you’ve got nothing to lose and everything to gain. For a copy of the nomination form either go to our website www.wwha.co.uk, or call Keri or Sharon on 0800 052 2526 any time and we’ll be happy to send you a form, and help you with any questions you may have about the awards.

Who’s Your Hero?

Resident Participation | intouch | www.wwha.co.uk | 39

What’s happening atyour scheme or estate

this summer?

Congratulations to the following groups of residents who have been awarded our Make It Happen grant of up to £500 for activities at their scheme or estate:

• Buxton Court Community Garden, Rhyl – garden equipment

• Church Road Action Crew, Cardiff – young people’s activities

• Plas Gorffwysfa Craft Club, Prestatyn – refurbished sewing machines

• Lord Pontypridd House / Sir David’s Court Bingo Club, Cardiff – bingo machine

• Western Court Gardeners, Bridgend – BBQ for social events

• Towerblock Action Group, Cardiff – bingo machine and catering kitchen equipment

If this has inspired you to get together with your neighbours, speak to your Scheme Manager, Housing Officer or get in touch with me. We can help you find out what activities

Western Court residents enjoying their new BBQ

residents are interested in where you live and, as you can see from the list, you don’t have to be part of a formal residents’ group to apply.

We can also help if you need training to do your new activity such as food hygiene training so you can safely prepare food at a lunch club. And we can also give you money to start off new gardening projects for growing fruit and veg through our Environment fund.

If you’re interested in learning how to use computers we can help bring in tutors with laptop computers to teach you at your scheme or estate.

If you’d like to know more about any of the help or activities mentioned here please call me, Claire Hammond, Resident Participation Strategy Officer, on 0800 052 2526 or email [email protected]

40 | www.wwha.co.uk | intouch | Resident Participation

RPSG member Jane Styles

RPSG member John WilliamsRPSG member Inez White

RPSG member David Davies


Who are we?We are a group of up to 18 WWH residents from across Wales, who help Wales & West to monitor resident participation. We meet every six weeks to check that residents’ views are always taken into account, whatever the service. This means that we speak to lots of different WWH staff and hear about lots of WWH’s services at our meetings. We alternate our meetings between south and north Wales.

What have we been up to so far this year?We’ve worked with TPAS Cymru to look at our skills and identify training to help us to do our roles better, including monitoring and evaluation training. We’ve already had training to learn about encouraging young people to participate, and environmental projects.

We’re currently looking at how WWH provide training for residents who

participate, how residents can give our views in the ways we want to, local participation (Area Improvement Plans) and the Make It Happen grant (see page 44).

We also now look at how much WWH have spent on participation and what they plan to spend for the next quarter.

New membersWe’d like to give a big welcome to our new members – Jan Scott from Cardiff, Freda Watkins from Blaengarw and Jeff Bunce from Bridgend.

We’re still looking for members in the Cardiff area. As lots of our current members are over 50 we’d like to encourage people aged under 50 to apply so we can hear your views too.

Meet your Resident

Participation Steering Group (RPSG)

To join our RPSG or our Only Residents Aloud group contact:

Claire Hammond, Resident Participation Strategy Officer at [email protected] or phone 0800 025 2526.

To be a member of ORA you don’t have to be the tenancy holder and more than one person per household can join.

42 | www.wwha.co.uk | intouch | Resident Participation

Introducing Only Residents Aloud

What do I do?

I give my views on lots of things such as:

• How good I think WWH are at telling us what they’re doing• How good I think WWH are at asking and listening to our views and using them to improve services• New services / new ways of doing things that WWH are thinking of doing• WWH’s website www.wwha.co.uk• In Touch residents’ magazine• New documents that will be sent to residents

Why do I do it?

I like it that Wales & West Housing actually listen to what I have to say and use my views to make services better for all residents.

It’s a good way to find out more about what WWH do.

Every time I take part I get entered into an annual prize draw - just for taking part!It’s so easy!

How do I give my views?

I prefer to use Wales & West Housing’s website but you can also give your views by post or phonecall. I’m sent an email and a text to let me know that there’s a survey online. We have two weeks to respond so I can complete it when it suits me. I go onto WWH’s website then I sit with a cup of coffee, read the information and fill in the survey on my computer. It usually only takes about 20 minutes.

Due to a production error, the photograph of Jane Styles was omitted in the Spring edition of In Touch, so the article is re-printed above with the correct photograph. Sorry Jane!

Hi I’m Jane (pictured on previous page) and I’m a member of Only Residents Aloud (ORA). No it’s not a choir! It’s a way of sharing our ideas and feedback with Wales & West Housing (WWH). It used to be called Group 500 but it’s been given a new name, chosen by residents, that we think suits it better.


Lisa’s pathway to successCongratulations to Lisa Cullen from Ely, Cardiff, who recently won a ‘Pathways to Progression Award’ at the Cardiff Adult Learner Awards.

Since joining up with Cardiff’s Neighbourhood Learning team Lisa, who left school with no qualifications, has progressed onto courses that include Active Citizens training - where she took part in an exchange trip to Kenya - and the Women Making a Difference Project.

Following on from her training, Lisa has enrolled onto a Pathway to Social Science course at Cardiff University with the hope of continuing on to a degree in Sociology.

A great future ahead Learning has had a huge effect on Lisa. She has gained in confidence and self belief, she is actively involved in community projects including running a homework club and events, and is a Community Learning Representative actively promoting the benefits of adult learning.

Lisa says “Adult learning has been a great way of gaining knowledge and increasing my self confidence. I have met some amazing and inspiring people on my journey. I have learned that in life you only get back what you put in, and so I use every day as productively as I can.”

Find out more about adult learning If you would like to achieve your learning goals just like Lisa, you can find out more at www.cardiff.gov.uk/learn where you will find a wide range of courses.

44 | www.wwha.co.uk | intouch | Going green

“A little oasis, a Garden of Eden”In less than a year, enterprising residents at Buxton Court retirement scheme in Rhyl have transformed a bare patio area into a thriving garden, growing a wide range of fruit, veg and salad stuff, as well as a vibrant range of flowers.

On Wednesday 14th August, Chris Ruane MP was joined by Councillor Andy Rutherford, Mayor of Rhyl, Councillor Margaret McCarroll (South West Rhyl), Anne Hinchey, WWH Chief Executive, and residents as he officially declared the communal gardens open for business.

Led by resident Keith Owen, the group received a £6,000 grant from WWH’s Environment Fund, which is dedicated to helping WWH residents across Wales transform disused communal areas into healthy, attractive and productive gardens. The group has also received additional funding and support from:

• Denbighshire Voluntary Services Council• Communities First North Denbighshire

Cluster• Denbighshire County Council• Wilkinsons• Keep Wales Tidy• Wales & West Housing’s Make It

Happen grant

MP Chris Ruane said: “This is an excellent community project, bringing over 30 residents together daily, promoting healthy eating and community engagement. It is a little oasis, a Garden of Eden. Congratulations to all involved.”

“It’s great to see the community coming together to socialise and create a fantastic space to enjoy,” added Rhyl Mayor Cllr Andy Rutherford.

Residents at Buxton Court are now growing lots of healthy, nutritious fruit, vegetables and salad for all to enjoy, with much of the produce grown from seed, including flowers. And they are also enjoying working together tending the garden and holding BBQs. The project is certainly changing their lifestyles for the better!

Awards round-up | intouch | www.wwha.co.uk | 45

Shortlisted for Sustainable Housing Award

Jeff Bunce, Derek Rose, and fellow ‘Eco Warriors’ have been shortlisted for ‘Green Tenant of the Year’ in the Sustainable Housing Awards 2013. The winners will be announced at a gala ceremony in London on 18 October 2013.

Jeff, a former bus driver, 65, said: “We’ve had lots of help from WWH, and we’re all into recycling too. You’ve got to be, haven’t you? It’s for the kids, for the future. We’ve got to make better use of what we’ve got.”

Simply the bestLast time we told you our Chief Executive Anne Hinchey was shortlisted for the third year running for a major business award. Early last month Anne was revealed as the winner of the Most People Focussed CEO (Public/Not For Profit) Award at the HR Excellence Awards in London.

These are prestigious UK-wide awards and shortlisting is not by nomination but is dependent on success in the Sunday Times Best Companies listings, in which we have been rated top Not-For-Profit business in Wales, again, and 7th in the UK.

Anne, who is modest about her achievements and actively shuns the limelight, commented: “I’m absolutely delighted to win this award. But I don’t see it as an individual achievement focused on me, rather it is more a reflection of the fantastic team we have at Wales & West Housing. Without them, their hard work, enterprise and commitment, I could not do what I do.”

Residents of Western Court retirement complex in Bridgend can justifiably call themselves ‘blooming marvellous’ after being shortlisted for a top UK sustainability award.

Anne receiving her HR Excellence AwardDerek and Jeff with fellow Eco Warriors

46 | www.wwha.co.uk | intouch | Your views and news

Your stories from around WalesExtra care retirement scheme Nant Y Môr is on the judging circuit of Britain in Bloom and residents are keeping their fingers crossed for a good result in the Prestatyn section of Wales in Bloom 2013. Residents made sure that the gardens and grounds around Nant Y Môr were in perfect condition and local residents and businesses pulled out all the stops so that everything looked marvellous and colourful for the judges. Cllr James Davies, Chairman of Prestatyn in Bloom, thanked all those involved including residents of Nant Y Môr and the Roman Centurion who attended the Bath House free of charge in his colour regalia. Prestatyn town won the ‘Seaside Resort’ in the town category during 2012 and are now hoping for a repeat win this year. We wish them all much luck.

Prestatyn in Wales in Bloom 2013

Residents at Hanover Court, Llandudno, were overjoyed to hear that they had won the Category ‘Gardens & grounds of other buildings’ in the Llandudno in Bloom competition. The trophy will be presented by the Lord Mayor on the 24th September at the Town Hall. “The judges were pleased to see not only annual summer plants but established shrubs, and recognised the hard work involved in keeping the grounds so colourful” said Gay Baynes, Scheme Manager.

Hanover Court, Llandudno wins category in Llandudno in Bloom

Your views and news | intouch | www.wwha.co.uk | 47

Oldwell Court residents enjoy their strawberry teaResident Pauline Solsberg organised a strawberry tea with proceeds going toward Breast Cancer Care. Residents enjoyed strawberries and cream on their scones and freely gave their donations. Thanks to the Spring Chicken Club and Pauline’s efforts they raised a total of £75.00. “Well done to everyone” said Sandy Houdmont, Scheme Manager.

Residentscelebrate birth of Prince GeorgeMixed emotions were felt by residents at their afternoon tea at Llys Hafren, Newtown when they celebrated the birth of Prince George, but also said a fond farewell to resident Shirley Hadley who had decided to move nearer her family in Cambridge after being a friend and neighbour for over ten years. Amy Parry, Scheme Manager and Debbie Ward, Housing Manager joined in the celebrations to greet the new Prince and bid farewell to Shirley.

Alison Moody, Scheme Manager at Ystad Goffa in Flint, was delighted when the scheme recently received the top rating of 5 Star for their food hygiene.

The Food Hygiene Rating is run by local authorities in partnership with the Food Standards Agency and informs residents how hygienic their facilities are as well as making sure the food prepared is as safe as possible.The process included a kitchen inspection, during which Alison was asked numerous questions about food handling, kitchen management, food storage, preparation

Retirement scheme Ystad Goffa receives 5 Star ratingand cooking, as well as opening and closing checks of kitchen and the provision of correct kitchen equipment. “The gentleman was very professional and kind. He not only carried out the inspection professionally, he also gave me valuable advice” said Alison.

48 | www.wwha.co.uk | intouch | Your views and news

Jack making his own smoothy with pedal power.

Playday 2013On Friday 26th July a free Play Day was held at Meadowlane Primary School at St Mellons, organised by the Housing Association Compact with support from the Beacon Centre and Beacon Church . WWH and Communities First, as well as Children’s Play Services and Cardiff East Neighbourhood Management Partnership attended. As well as bouncy castles, face painting, seed planting, craft work and a Play Bus, the weather contributed to a happy day with sunny skies. Families and friends gathered together, knowing that their summer holidays had truly begun.

Four year old Macey a winnerA competition was held to find the best designs and ideas for a playground at Brynmor Avenue in Newtown. Local children submitted their drawings and the winner was four year old Macey Jones, who is pictured receiving a £10 Argos voucher from Housing Officer Rhian Marsh.

Charity Update | intouch | www.wwha.co.uk | 49

Staff Charity updateThe total now stands at over £16,000, with contributions from many events including dress down days, deposits for the Staff Christmas Party, salary rounding, donations from the Fifty Plus Club at St Clements, Pentwyn, Cardiff and selling raffle tickets for the cricket at the SWALEC Stadium, (donated by the SWALEC Stadium, Cardiff).

Gwyneth Griffiths, Scheme Manager at Ty Bryn Seion and Bodalaw in Dowlais, Merthyr Tydfil held a fantastic party with buffet and raffles, stand up Bingo, cake sale, white elephant stall and prizes galore. Residents and friends from both schemes had a fantastic time, especially when local entertainer Mark Mee dressed up as Elvis Presley in GI Blues and crooned to the audience. The event contributed £725 towards the Stroke Association.

Grab a Grant scheme won £5,000 for stroke groups in Caerphilly

The Stroke Association in Caerphilly won £5,000 from the Big Lottery Fund thanks to everyone who voted for them. Margaret Turner, Communication Support Coordinator for the groups said “Thanks to Grab a Grant scheme over 80 stroke survivors will be able to do courses and workshops to help rehabilitation and learn new skills.”

Operation Christmas Child has delivered 100 million gift-filled shoeboxes to needy children over the last 23 years.

Can they count on your support in 2013? Last year we filled over 120 Christmas boxes. This year we are again looking for gifts for boys and girls aged 2-4, 5-9, or 10-14 years, including small cars, balls, dolls, soft toys, stationery, writing pads, solar calculators, picture books, toothbrushes, soap, combs, washcloth, T shirts, socks, hair clips, torches with extra batteries, purses, puzzles, teddy bears and anything else children might like to receive at Christmas.

If you have a knitting circle or just enjoy knitting, we are also looking for hand knitted items, as well as empty shoe boxes to fill with gifts. Call us on 0800 025 2526 to request a a free knitting patterns for hats, mittens, knitted bags and wrist warmers.

Louise Carpanini and her team would like to thank everyone for their continued support.

50 | www.wwha.co.uk | intouch | Birthdays and Anniversaries

Happy 90th Birthday Martha

Martha Humphries celebrated her 90th birthday on the 13th June with a big party at Christchurch Court, Llandrindod Wells with lots of friends and family around her.

Martha has had a very full and interesting life. Growing up in Austria during the war meant that life was very hard, but Martha says that her faith kept her strong. She also spent many years dedicating her time to people with learning difficulties helping them to integrate into society by teaching skills to allow them to live independently and away from institutional care. The good work she did was acknowledged in writing by MP David Lock, who wrote to Martha personally to praise her for helping to “pioneer care in the community”.

Martha wants to thank everyone for the kindness shown to her over the years.

Happy Birthday Beryl

Beryl Johnstone, a newcomer at Christchurch Court, also celebrated her 90th birthday on the 26th July.

She has already made lots of friends and everyone at the scheme would like to wish her a Happy Birthday and hopes she will be very happy in her new home.

Birthdays

We have had several comments from residents about our on-hold music.

In fact in response to last year’s Resident Satisfaction Survey someone said “The music isn’t that good (in fact it’s rubbish). There must be a million tunes out there so why not ask tenants what music they’d like to hear?”

So here’s your chance! We would like to play as many of your choices as possible and the one we like the best will win a £45 Argos voucher.

So get your thinking caps on and let us know your suggestions by emailing us at [email protected],via our website www.wwha.co.uk, telling our Customer Service Centre on 0800 052 2526, by text on 07788 310420 or by writing to our Head Office address.

The closing date is Friday 1st November 2013.

for our on-hold music and be a prize-winner!

Suggest a new tune


Personal alarms and telecare Reliable, aff ordable and installed at your convenience

We all value our independence but someti mes we can all do with a litt le extra help. Connect24 personal alarms bring you help and support at the touch of a butt on. Suitable for anyone of any age.

Call freephone 0800 052 2526or email: [email protected] write to: Connect24 Personal AlarmsWales & West Housing FREEPOST CF35883 Alexandra Gate, Ffordd PengamTremorfa, Cardiff , CF10 1YZ www.wwha.co.uk @wwha

Could my daughter buy one of these as a gift ?

Yes, easily. Just ask her to contact us and we’ll do the rest.

Connect24 A5 Ad.indd 1 08/08/2013 11:30:21

Documents

Intouch summer 2013