NCCHC

HOUSING NEWS

NCCH HOUSING NEWS

ISSUE 27 / SPRING 2014

From our CEO—John McKenna

Dear NCCH Tenants, Since our last edition, we have been busy planning for NCCH’s 30th birthday celebrations and the launch of a book of tenant stories which has been put togeth-er by one of our founding Tenant Council members, Barbara Waters. More de-tails will be sent to tenants closer to the event in November. In August, NCCH participated at the Northern Rivers Health, Housing & Homelessness Forum in Lennox Head which I attended with Directors Robyn Hordern & Jan Mangleson and our Housing & Communities General Manag-er, Colin Jones. The Forum dealt with ways to improve how the health, homelessness and hous-ing services work together in the region. Representatives from regional health and government services presented their per-spective on the progress to improve out-comes for those experiencing homeless-ness when they come into contact with the health sector in the northern rivers region. The forum also looked at the re-sults of a recent survey into Homeless-ness & Health Services in the area. The day finished with presentations from the major players in the recent Going Home Staying Home reforms and I gave a short presentation on the role that NCCH will play as part of the Communi-ties North Consortium, which was suc-cessful in its bid for some of the GHSH packages which were available. Attendance at forums such as this pro-vides an opportunity for NCCH to have a say on how services can work better to-gether.

What’s in this issue? Page 2: * From our Housing &

Communities General Manager * Property & Development Update Page 3: * Grafton Office Update * Tweed Office News * From the Finance Section Page 4: * Tenant Council * Contacting the TC * TC Framework * Tenant Council contributions Page 5: * T/C contributions (cont) Page 6: * T/C contributions (cont) * Community Noticeboard Page 7: * Community Noticeboard (cont)

NCCH recognised at recent Awards In July, our new property in Byron Bay collect-ed an MBA Building Excellence Award, in the category of the “Best Commercial Project Health Buildings Disability Support”. I am pic-tured (below left) accepting the Award with our project partners, Koho Constructions. At the Crowe Horwath Lismore Business Ex-cellence Awards in August, NCCH won the “Community & Social Services” category. Dur-ing the presentation of the Award, it was noted that NCCH has been “providing valuable ser-vice delivery in Lismore and surrounding are-as for over 30 years … ensures that respect, compassion, professionalism, accountability and safety are present in all of their opera-tions. Employing 26 staff across several sites and continuing to grow their sustainability in an ever-changing industry landscape makes this organisation an outstanding contributor to our overall economy … with overall aims of excellence & community leadership”. I proudly accepted the Award on behalf of NCCH from the Award sponsors, Not Just Business Cards (see photo, left). NSW Parliamentary Inquiry into Tenancy Management in Social Housing The NSW Parliament Public Accounts Com-mittee recently called an inquiry into Tenancy Management in Social Housing and NCCH, as part of a Housing Alliance, has provided a sub-mission highlighting the need to consider re-gional issues as part of the inquiry. The sub-mission also showcasing the abilities and ex-perience of the Housing Alliance members in successfully managing diverse social housing portfolios in regional NSW.

Until the next issue .. John McKenna

Recognising 10 years of service to NCCH Two of our longest-serving members of staff … Helen Maher from our Grafton office and Ann Lees from our Lismore office … have recently been recognised for 10 years of service to NCCH. On behalf of the Board, colleagues and tenants, we would like to congratulate and thank them for their contributions to NCCH during their 10 years with NCCH!

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NCCH

HOUSING NEWS

From our Housing & Communities General Manager

2014 Tenant Survey Thank you to the many NCCH tenants who completed and returned the 2014 Annual Tenant Survey. Almost 40% of all NCCH tenants responded to the survey which has, yet again, produced some very useful feedback for us. The survey has now been independently collated and ana-lysed by the NSW Federation of Housing Associations and a detailed report has been received by NCCH. 86% of all tenants were satisfied with the overall services provided by NCCH. 95% of all tenants were satisfied with the level of information provided when they first moved in to their homes and they were also high levels of satisfac-tion in relation to service promptness, communication and being treated fairly. There was extremely positive feed-back about NCCH properties with the overall result being high levels of satisfaction with their condition, location, safety and the easy access by tenants to local services. Whilst NCCH acknowledge that it has still more work to do in all of these areas, we certainly appreciate the positive response to the overall services provided by us. We also took note of the fact that the vast majority of ten-ants have reported that the quality of their neighbourhood has deteriorated in the past 3 years. Only 27% of all ten-ants reported an improvement in their neighbourhood dur-ing this period. The survey also highlighted areas where NCCH needed to “lift its game”. These included our services in relation to:

The NCCH planned maintenance program;

Dealing effectively with complaints made by tenants. We take this feedback very seriously and have already commenced work in these 2 key areas of our business in particular, so all tenants can enjoy better outcomes in the future. Thank you again to all tenants who responded to the sur-vey.

Water usage charges policy NCCH has made changes to the way water charges are applied to some properties. We believe that the changes result in a fair and equitable approach to charging water usage across our tenancies. If you are affected by these changes you have already been sent a letter from NCCH explaining them to you and a copy of the water usage poli-cy. All tenants will receive notification of the amount of wa-ter charges quarterly after the local council has issued these notices to NCCH. The water charges policy is available on the NCCH web-site here: http://www.ncch.org.au/tenant-services/#w and the Ministerial Guidelines which form the basis of the policy can be found on the Housing NSW website ‘policies’ sec-tion here: http://www.housing.nsw.gov.au/Community+Housing+Division If you do not have access to the internet and would like a copy of either the NCCH policy or the Ministerial Guide-lines, please contact your tenancy manager. National Accreditation NCCH has commenced the process to receive re-accreditation against the National Community Housing Standards. This process involves an independent body reviewing all of NCCH’s policy, procedure and systems in addition to listening to staff and tenants about their experi-ence with the organisation. An aspect of this process in-volves the audit team looking at the tenancy records that NCCH holds, however in respect to tenants right to priva-cy, we will only allow the audit team to view your records if you provide explicit consent to do so. There is a cover let-ter and consent form enclosed with this newsletter which explains this further. Tenants will also be invited to participate in a forum with the accreditation team during the first week in December. I would encourage you all to consider being involved at this time to provide feedback to the accreditation team about your experience of NCCH.

Colin Jones

Property & Development Update

Planned Maintenance Satisfaction Survey We are pleased to announce that the June recipi-ent of the Planned Maintenance Satisfaction Sur-vey gift voucher was Sue from Byron Bay. Sue phoned to let us know how very grateful she was for the voucher. Thanks to Sue to completing the survey.

From the Property & Assets Team— Chris, Ben & Andrea

Sincerest Thanks

One of NCCH’s Tenant

Council Members,

Esabel Henry, has decided to resign from the Tenant Council.

We wish Esabel all the very best and extend our

thanks for the contributions she made during

her time on the Tenant Council.

NCCHC

HOUSING NEWS

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NCCH

HOUSING NEWS

Grafton Office Update

Hi to all our Tenants in the Clarence region! As you will see from our front page, Helen Maher from our office celebrated 10 years of service at NCCH at the end of July. And, even though Helen didn’t want a fuss made, we would like to publicly congratulate her and thank her for the assistance she gives to the staff in our office and, more importantly, our tenants. To celebrate the occasion, John McKenna, our CEO, pre-sented Helen with her 10 year service certificate (photo at right). Well done, Helen!

By the time you receive this newsletter, we will have held our Tenant Forum at the Maclean Services Club. Next time we’re having a Forum in the Clarence region, please come along and join us! From the staff in Grafton— Kris, Helen, Amanda, Jodie, Jelena & Michael

A warm hello to all our tenant’s in the Tweed, Brunswick Heads and Mullumbimby are-as. Spring is certainly upon us and summer is fast approaching! Our office has been a hive of activity for the past month with Dane taking on the role of Housing & Communities General Manager whilst Colin Jones has taken a well-deserved break. During that period, Lisa stepped up to the Tweed Area Manager position and Helaine took on Lisa’s role for the duration! We have had Helen on the front desk who helped us out until the end of September.

We will soon be carrying out our half-yearly rent reviews and you will receive notice in the mail in the next couple of months. Please remember we are always here to help should you have any tenancy issues. Our office is open Monday through to Thursday and our phones are diverted to the Lismore office on Friday in case you need to speak with someone while we are closed on that day.

MUST-DO’s when making payments at your bank or Australia Post When making rent or non-rent payments at your bank or Australia Post,

please include as your reference:

YOUR BANK ID NUMBER and SURNAME (only if there is enough space).

This ensures that funds paid by you are received into your account

and not into someone else’s account by mistake!

From the Finance Team — Hariet, Tanya & Linda

Tweed Office News

A note from the Finance Section

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NCCH

HOUSING NEWS

Contacting the Tenant Council If you would like to get in touch with one of NCCH’s Tenant Council members, please give them a call on the numbers listed below. You can be assured that all calls are treated in strict confidence.

Dolores (02) 6643 1209

Peter (02) 6624 2619

Barbara (02) 6672 1660

Marianne (07) 5524 3741

Tenant Council

Tenant Council Contributions

Awareness and being kind to others Random acts of kindness and random undertakings of kindness by their very nature happen when a need is recog-nised and someone steps in with help. Journalist Rachel Worsley writes, “We are fascinated by the random kindness of strangers. In some cases, that might become repeated kindness.” Yet closer should be our awareness of those nearest and dearest. Are they in need of reassurance, support, and be-ing reminded that they are appreciated and loved? It can be as simple as a compliment. Let others know that you are aware of their wellbeing and want to contribute to it. Why is it easier to be kind in a random way but harder to be deliberate in showing how caring we are? Anyone can do both . . . “There is the non-for-profit organisation R U OK that encourages conversation with family and friends”, writes Rachel Worsley, “the R U OK model proposes – ask, listen without judgement, encourages action and, if possible follow up.” A kindness to others is kindness to yourself.

Visit the R U OK? website at

https://www.ruok.org.au/

Dolores Close

Tenant Council Framework developed

We, the members of the Tenant Council, are rather chuffed with ourselves because we have become validated with a framework of our own which spells out what we are, how we operate, what we do, and for whose benefit ... and that is for you, our fellow tenants. The actual document is 14 pages long! We ask that you please take the time to read the one page Fact Sheet reproduced in this newsletter. We welcome your comments hoping that some of you may show inter-est and want to join the Tenant Council. Both documents are also available on our website, http://www.ncch.org.au/tenant-services/#t.

NCCH Tenant Council—Dolores, Barbara, Peter & Marianne

NCCHC

HOUSING NEWS

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NCCH

HOUSING NEWS

Ways to get involved in your neighbourhood Many tenants have moved to this area from other places, and may not friends and family nearby. If so, it is very helpful to become involved in your new community. There are lots of things you can do – there are U3A (University of the Third Age) groups in all areas for people over 55, with lots of inter-esting classes. You could help deliver meals for Meals on Wheels, or other volunteer work such as the Red Cross work where you make a phone call each morning to an older person to make sure they are alright.

I run two knitting groups, in Murwillumbah, on the 1st, 3rd and 5th Tuesdays from 1.30–4.00pm, and also at Banora Point Community Centre on the 1st , 3rd and 5th Friday afternoons from 2.00–4.00pm. We knit or crochet 10” squares, and then sew 28 squares into rugs, and crochet an edge for each rug. The rugs are sent to Sydney for the Wrap with Love Foundation and are then sent to needy people all over the world. It’s a marvellous “job”, and we all enjoy doing the work. It’s so good to know people are being kept warm with our rugs. There are groups all over Australia. Check out the website at: www.artsandcraftsnsw.com.au/Wrap.htm or just Google Wrap with Love. You may like to become a Pink Lady and visit your local hospital once a week, to meet patients, and help doing their flowers.

If you enjoy driving, you may like to become a volunteer for Community Transport, where you drive people to medical ap-pointments in your area. There is the Tweed Byron & Ballina Community Transport group, phone 1300 875 895 and the website for all areas is: www.community-transport.org.au. The Northern Rivers Community Transport group services the Lismore region, phone (02) 6628 6000 http://www.nrct.org.au/. Give either group a call to learn how to become a driver, or to get transport to appointments if you are unable to drive yourself. There are walking groups run in many areas which are fun to join too, as well as community gardens, especially if you love gardening but may not have room for a garden yourself. It’s so rewarding to be involved with other people. You learn about their stories, and you never know when you may need to ask for help yourself.

Barbara Waters

Tenant Council Contributions (continued)

A Carer’s Life Here I am about to put on a 90th birthday party for one of my special neighbours for whom I have been a carer for sometime now. What a milestone in anyone's life and I feel very privileged to be doing this! The day went off without too drama and everyone said a great time was had by all. But all good things must

come to and end, and as my friend was becoming very fragile and unable to do lots of chores for herself, it was consid-ered by her family that it was time for her to enter a "Care Home" to have a better quality of life. As I had been her car-er for sometime, and her immediate family lived in Melbourne, a lot of the final instructions fell to me. When you are looking for places to place loved ones or friends there are a minefield of choices, but you have to look for the right place, and these things are never at your finger tips. I had worked in Aged Care and the things one had to know or find out was mind blowing. Things can go very differently if they are transferred from hospital to a Care Home as you have social workers to steer you in the right direction. I am not surprised why people find it very confusing deal-ing with these matters. I found everyone I dealt with during this time more than helpful and understanding, and helpful to my plight. I dealt with the Aged Care Assessment Team ("ACAT”) and several home caring teams, mainly UPA and OZ Care, and for that they get my highest praise. For all the many mountains of paperwork you need to fill in to make the end road, it is re-warding to see my dear friend settled in her "Care Home" and I think she is forever grateful that I found her somewhere nice and not too far away for everyone to visit. The essence of this is that you can never do too little to help one's friend or neighbour.

Marianne Payne

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NCCH

HOUSING NEWS

Tenant Council Contributions (continued)

Community Noticeboard

Beautify Byron Day – call for volunteers Can you spare a couple of hours and help out at this year’s Beautify Byron Day on Sunday 19 October?

Beautify Byron Day is looking for help from community-minded green thumbs and anyone who can pitch in with a bit of elbow grease. Initiated by Byron Shire Council Mayor Simon Richardson in 2013, this year will focus on Marvel Street in Byron Bay town centre. From 8.30am until 11am, the Beautify Byron Volunteers will help with garden planting, mulching, watering and graffiti removal in the town centre. For information or to register your interest in becoming a volunteer, see the Byron Shire Council website.

Integratedliving has commenced servicing the Far North Coast area with their Staying Healthy – Eating Well Meals Service and Staying Strong with Telehealth Service. These services receive funding from the Commonwealth Government HACC Program and are aimed at keeping older people living in their own homes independently. The Staying Healthy – Eating Well Meals Service offers a wide variety of meals to cater for individual tastes and diets, home delivered in the Far North Coast area including rural areas using our refrigerated van and all at very affordable prices. The Telehealth Services implemented by the program will enable persons to monitor their vital health signs and manage their health while remaining independent within their own home. The vital health signs and readings can then be provided to the individuals own Gen-eral Practitioner to support their ongoing treatment plan. It is also particularly valuable to persons who find it difficult to visit with their doctor regularly due to distance and transport restraints. The system is very user friendly and is supported by a Registered nurse who will assist with the setup, ongoing monitoring and advice. For further information about these services contact 1300 782 896.

Staying connected through financial crisis Energy Accounts Payment Assistance (EAPA), is available for those experiencing short term financial crisis or emergen-cy, helping them pay for electricity and gas. $50 vouchers are available through welfare organisations including St Vin-cent de Paul, Salvation Army, Anglicare, Lifeline, some migrant resource centres, some community or neighbourhood centres, and some indigenous community services. Speak to your energy provider first. All energy providers in NSW have programs to assist customers in financial stress. Make an appointment with a community agency that distributes energy vouchers and let your supplier know of this. Your supplier is not allowed to disconnect you if they know you have an appointment for an EAPA assessment.

Be very aware ... Are you getting all the rebates you are entitled to? Did you know energy providers aren’t required to inform you of available rebates? And did you know that periodically you may have to reapply for some rebates? NSW Government offers a number of rebates. These are: Low Income Household for customers who hold

eligible concession cards; Family Energy Rebate is available to customers who receive Family Tax Benefit; Life Support Rebate where certain medical equipment is necessary to support life; Medical Energy Rebate for customers who have medical diagnoses inability to self-regulate body temperature when exposed to extremes of tempera-ture; and Energy Blackout Compensation. All but Family energy Rebate may be applied for through your energy provider. Utility Allowance from Federal Government through Centrelink and paid on 20 March and 20 Septem-ber each year for those in receipt of Age Pension, Mature Age Allowance, Partner Allowance, and Wid-ow Allowance. Essential Medical Equipment Payment from Federal Government paid through Centrelink and covers equipment not covered by state government. Some water suppliers provide a range of rebates but conditions vary, so contact your supplier. Information available through EWON – Energy & Water Ombudsman NSW website – www.ewon.com.au.

Dolores Close

NCCHC

HOUSING NEWS

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NCCH

HOUSING NEWS

Community Noticeboard (continued)

Read about staying safe online … visit the Australian Government’s website via this link

http://www.staysmartonline.gov.au/news/news_articles/regular/protect_yourself_online

LISMORE REGIONAL GALLERY OFFERS EXHIBITIONS, EVENTS, CHILDREN'S ACTIVITIES

AND MORE… Lismore Regional Gallery is the oldest cultural organisation in the Northern Rivers. It was es-tablished in 1954 and opened by then Director of the Art Gallery of NSW, Hal Missingham. Lismore Regional Gallery provides an innova-tive and largely self-generated program of exhi-bitions and events each year. This includes ex-hibitions from national and international artists as well as solo and group exhibitions showcas-ing the rich artistic talent we have right here in the Northern Rivers. Lismore Regional Gallery also has an ongoing calendar of activities and events for children to inspire and make art accessible to the youngest members of our community. Next door to the gallery is Palate at the Gallery, a lovely café offering a place to unwind and enjoy some refreshment after a visit. Lismore Regional Gallery is located at 131 Molesworth Street, Lismore, and entry is free. The gallery is open Tuesday to Friday from 10am-4pm and Saturday and Sunday from 10am-2pm. It is closed Mondays and public holidays. For more on upcoming exhibitions, events and activities, please phone (02) 6622 2209 or visit the Lismore Regional Gallery website.

Have a look at

our website:

www.ncchc.org.au

NCCH acknowledges the Bundjalung, Arakwal, Gumbaynggir and Yaegl peoples who are the traditional custodians of the land that comprises the Northern Rivers.

Lismore Branch 2/31 Carrington Street

PO Box 145

Lismore 2480 P: (02) 6627 5300

F: (02) 6622 4261

Tweed Branch Units 9 & 10

2 Blundell Boulevard

PO Box 6423

Tweed Heads South 2486 P: (07) 5523 0337

F: (07) 5513 0337 Grafton Branch Shop 7, King Arcade

22 King Street

PO Box 948

Grafton 2460 P: (02) 6642 6244

F: (02) 6643 2569 ACN: 002-685-761

ABN: 97 002 685 761

PI-CORP-PART-0002-1

NCCH Factsheet

No.18 Tenant Council Fact Sheet

Tenant Forums are

held before five of the

six Tenant Council

meetings each year.

The Forums allow

tenants to raise matters

of general concern with

NCCH staff and Tenant

Councillors

Guest Speakers on

topics of interest

regularly attend.

We welcome tenants

to stay for lunch and

chat after the Forum.

HOUSING our local communities since 1984 ABN: 97 002 685 761 Email: info@ncchc.org.au Website: ncchc.org.au

Who are we? We are a small group of tenants…….just like you! What do we do? We talk about issues that other tenants, or ourselves, believe need attention. What do we achieve? We are a link between NCCH staff and the Board. In this way, we make NCCH aware and accountable to improve services to tenants. We also help NCCH develop their plan of action for the next year. And most importantly, we enjoy each other’s company and our role! We make a difference! When do we meet? Meetings are held every two months at different locations. This way all tenants can have the chance to raise matters of general concern, or attend Tenant Forums, Our travel expenses are reimbursed or we car pool. Where do we meet? In the Clarence, Richmond and Tweed, eg. Grafton, Maclean, Lismore, Byron & Tweed Heads What have we found? We have found that being on the Tenant Council keeps our brains working, increases self-worth, and helps NCCH and tenants with important issues.

NCCH provide a great lunch!

Do think about joining!!

What skills are needed? Our backgrounds and interests are all different. In this way, we bring a range of skills and experience to the Tenant Council. Not all Councillors have all the same skills. Difference is important! Here are some comments from a few of the Tenant Councillors: “Being on the Tenant Council…we make a difference! We listen to you, help and advocate for all tenants.” “I joined the Tenant Council as a soon as it started, as a way of giving back for the relief I had experienced at being given permanent housing. I like to help others, as I moved around for years and understand how tenants are affected by various difficulties.” “I joined the Tenant Council to get straight answers to my questions. I have got those answers and more. For now I have a job that satisfies me, keeps me out of mischief, plus gives me information I can pass on to other tenants.”

Think about joining the Tenant Council today! Phone a Tenant Councillor to learn more about what’s involved in your Tenant Council: Peter ........ (02) 6624 2619 Dolores ..... (02) 6643 1209 Barbara ..... (02) 6672 1660 Marianne ... (07) 5524 3741

NCCH acknowledges the Bundjalung, Arakwal, Gumbaynggir and Yaegl peoples who are the traditional custodians of the land that comprises the Northern Rivers.

Lismore Grafton Tweed Heads South

Suite 2

31 Carrington Street

(PO Box 145)

Lismore NSW 2480

P: (02) 6627 5300

Shop 7 King Arcade

22 King Street

(PO Box 948)

Grafton 2460

P: (02) 6642 6244

Units 9 & 10

2 Blundell Boulevard

(PO Box 6423)

Tweed Heads South 2486

P: (07) 5523 0337

HOUSING our local communities since 1984 ABN: 97 002 685 761 Email: info@ncchc.org.au Website: ncchc.org.au

2 October 2014 Enquiries to: Dane Jacka (07) 5523 0337

Dear Tenant re: Your records and National Community Housing Standards accreditation

North Coast Community Housing (NCCH) is applying for re-accreditation against the National Community Housing Standards. This process is a comprehensive review of NCCH policy, procedures, practices and documentation across all aspects of the organisation. This accreditation process has commenced and will continue until December 2014. A component of the accreditation process involves the review of records held by NCCH. This will include the independent accreditation team viewing a random sample of tenants’ files. The accreditation team has a binding agreement in place with NCCH to protect your confidentiality. NCCH will only allow the accreditation team to access the tenancy file of those tenants who have expressly provided consent to do so. If you are comfortable for the accreditation to examine your records held by NCCH please complete the enclosed consent form and return it to the Area Manager of your local office. If you have any additional questions about this consent and accreditation please do not hesitate to contact your Tenancy Manager. Yours sincerely

Colin Jones Colin Jones Housing & Communities General Manager Enc. Consent form for accreditation

NCCH acknowledges the Bundjalung, Arakwal, Gumbaynggir and Yaegl peoples who are the traditional custodians of the land that comprises the Northern Rivers.

Lismore Grafton Tweed Heads South

Suite 2

31 Carrington Street

(PO Box 145)

Lismore NSW 2480

P: (02) 6627 5300

Shop 7 King Arcade

22 King Street

(PO Box 948)

Grafton 2460

P: (02) 6642 6244

Units 9 & 10

2 Blundell Boulevard

(PO Box 6423)

Tweed Heads South 2486

P: (07) 5523 0337

HOUSING our local communities since 1984 ABN: 97 002 685 761 Email: info@ncchc.org.au Website: ncchc.org.au

Consent to view tenancy file

I, ___________________________, give/do not give consent for representatives of Global-Mark Pty LTD to view the tenancy file held by NCCH for the purposes of an organisational assessment against the National Community Housing Standards. This consent only applies to the accreditation process occurring in 2014 and this consent expires in January 2015. ……………………………………. ……………………........ Signed Date