YOUR LOCAL MAGAZINE FROM WELLINGBOROUGH HOMES

DECEMBER 2015

Mystery shoppers on the case Find out how you can get involved

Welcome Davepage 12

New homes

page 4

You told us 03

Developing homes 04

Developing skills 06

Getting involved 07

Your money 11

Customer service 12

Useful contacts 13

Neighbourhood walkabouts 14

Later Life 15

Inside this Issue

Add us on Facebook:www.facebook.com/wellingboroughhomesFollow us on Twitter:@whomes_hr

Page 2 | Well Informed | Winter 2015

As we reach the end of 2015, the focus of this winter edition of Well Informed is a look back on our performance through the annual report supplement, as well as some of the projects that have taken place since our last magazine.

As our STAR Customer Satisfaction survey shows (page 3), we’ve continued to provide services you value.

In keeping with improving Value for Money, our full annual report is now available online only (www.wellingboroughhomes.org), which has saved on printing and postage costs. A pull-out summary has been sent with this magazine.

We’ve introduced a couple of design tweaks in this Well Informed too. We’ve reduced the editions to two and also introduced clear sections so you can see the work we do in each core part of the organisation. It is important to us that we spend our money where it can make most difference so you’ll fi nd information on how we’re building new homes, improving existing properties and providing great quality services

As well as telling you what we’ve been up to, the magazine also looks at how you can infl uence our work (page 7) and we’ve included important information on changes that may affect you and your family. Turn to page 10 for information on Universal Credit as an example.

We’d welcome feedback on the annual report. Please call our Customer Services Team on 01933 234450.

Have a happy Christmas and a peaceful New Year.

Jo SavageWellingborough Homes Chief Executive.

Well Informed | Winter 2015

Join the discussion!We now have 700 likes on Facebook!

Welcome

You have told us that you are happier than ever with the service you get from us, according to our recent customer satisfaction survey.

We recently completed a STAR (Survey of Tenants and Residents) survey of around 600 people to ensure we are continuing to provide value for money and concentrating our resources on the things that matter most to you.

The latest results put us amongst the best performing landlords in the country and show a 10% jump in satisfaction within six years.

Overall, just over nine in ten of you (91%) are satisfi ed with the service provided by Wellingborough Homes, an increase of 4% from the previous STAR survey in 2013. Satisfaction in 2009 was at 82%.

Nearly nine out of ten (88%) surveyed are satisfi ed with the overall quality of their home and fi ve out of six (83%) are satisfi ed that their rent provides value for money.

Just over eight out of ten respondents (82%) are satisfi ed with their neighbourhood as a place to live, and three in four (75%) are satisfi ed that we listen to their views and act upon them. Nearly nine out of ten tenants (87%) are satisfi ed with the way we deal with repairs and maintenance.

The survey also tells us where we’ve room for improvement, so now we know there’s a slight

decline in satisfaction amongst our Supported Living customers, and also with customers’ ability to get hold of the right person to help with their query. We’re looking into how we get this right.

Mandy Meanwell, Director of Housing and Support Services at Wellingborough Homes, said: “We are delighted at the strong set of results, particularly in relation to the marked increase in satisfaction with our overall service and also repairs.

“Whilst we are really pleased with the results, our challenge going forward will be to maintain these levels of satisfaction in diffi cult times and with more focus on value for money.

“As well as measuring satisfaction, the survey also helps shape future services and helps us decide on how we allocate resources and prioritise areas for improvement. So for example, we now have a clearer picture on how many customers have bank accounts so are prepared for the upcoming benefi t changes and we also know that nearly 30% of customers want us to prioritise building new homes. We were surprised at the lack of awareness of the Universal Credit changes, so we’ve included on page 11 a summary of the key facts.

“Thank you to all those who took part in the survey and also to our staff for their hard work in getting these results.”

Page 3

Census reminder

We’re stars in your eyes

We recently wrote to all customers with a pre-fi lled customer census that included all the information we hold about you, asking you to check and return this form.

It is important that we make sure all this information is up to date, so we can improve how we deliver and tailor our services to meet your needs and contact you if changes come about which affect you and your family.

The closing date for returning the form has now passed so thank you to everyone who has completed the survey so far. But don’t worry you can still return them to us, using the pre-paid envelope provided or call us on 01933 234450 to complete it over the phone.

You told us

CensusCustomer

Please amend any incorrect detailsMain TenantTitle: Mr Mrs Ms Miss OtherSurname/Family Name:First Name:Middle Name(s):Preferred Name:Date of Birth:Marital Status: Married Single Civil Partnership Cohabiting Separated Divorced WidowedNational Insurance No:Telephone No:Email Address:Preferred Correspondence Method – please circle 1st & 2nd preference

Phone Email Text Letter1st 2nd 1st 2nd 1st 2nd 1st 2ndNext of Kin or Advocate

Name:

Address:

Contact Number:

Joint TenantTitle: Mr Mrs Ms Miss OtherSurname/Family Name:First Name:Middle Name(s):Preferred Name:Date of Birth:Marital Status: Married Single Civil Partnership Cohabiting Separated Divorced WidowedNational Insurance No:Telephone No:Email Address:Preferred Correspondence Method – please circle 1st & 2nd preference

Phone Email Text Letter1st 2nd 1st 2nd 1st 2nd 1st 2ndNext of Kin or Advocate

Name:

Address:

Contact Number:

If you wish to opt out of this survey please tick this box and send back this survey in the free post envelope provided.

<tenancy ID>

Developing homes

Page 4 | Well Informed | Winter 2015

We plan to build around 500 homes over the next five years, supporting residents to either purchase their own home or rent at an affordable price.

New homes, near you

We are already on site at a number of developments including these:

Bourton View

Bourton View is a development of traditional three and four bedroom homes on the edge of Wellingborough which have been purchased as part of the developer-led large housing scheme.

All the shared ownership properties have already been snapped up, starting at a minimum share value of 25%.

To find out more about shared ownership and how it can help you get on the housing ladder please call 0844 892 2506 or email hellohomes@emhgroup.org.uk

Compton Way

This 20-home development in Earls Barton offers a mix of homes for affordable rent and shared ownership. There will be two one-bedroom bungalows as well as a mix of family homes with two, three and four bedrooms.

The first eight homes have already been released and are now occupied, with the remaining two units due for completion in Spring 2016.

For information on the shared ownership properties, telephone 0844 892 2506 or email hellohomes@emhgroup.org.uk

Page 5

Think a new home is out of your reach? Think again.Shared ownership is designed to help people unable to a ord to buy on the open market to buy a home of their own.Can it help me?Shared Ownership is a part rent part buy scheme which means that you buy a percentage share of the property and simply pay rent on the remaining sharer that you don’t own.How does it work?The share you buy is decided by us and is based on what you can a ord. We take into consideration the purchase price, your earnings, savings and monthly outgoings. You will be required to obtain a Mortgage and/ or use savings to purchase the initial share.

How much will it cost? Shares usually start at 25%, increasing in 5% increments up to a maximum of 75% initially (80% on Rural Schemes). The rent you pay is calculated on the value of the share that you don’t own.For example at Bourton View, a two-bedroom home has an open market value of £155,000. A minimum initial share is 25%. This means you’d need a mortgage and/or savings of around £38,750 and would pay rent of £266.41 per month.On some schemes, a service charge may also be payable.

Contact the ‘hello homes’ sales team on 0844 892 2506E hellohomes@emhgroup.org.uk / www.hellohomes.org.uk fb.me/hellohomesEMH @hellohomesEMH

What if my income goes up? One year after purchase you can increase your shares over time until you own the property outright.

Mitchell Court

Work continues apace onsite at Mitchell Court, although these are not due for completion until late 2016.

Mitchell Court will provide 24 one bedroom homes and 24 two bedroom homes for rent. The development is being partly funded through a grant from the Homes and Communities Agency (HCA).

The site, which is named after a French war heroine with local connections, has been made possible thanks to a local partnership between Wellingborough Borough Council, Wellingborough Homes and local construction company Seagrave Developments.

Page 6 | Well Informed | Winter 2015

Looking to get into work?Want to learn new skills?Come and have a chat with members of our Community Involvement Team and fi nd out how we can work with you to take the next step.

Maybe you have an idea for a business or a community project? We can help you identify the skills you need and how to move forward with it.

Drop in and speak to us at Thompson Court, 9f Silver Street (next to Morrisons) all week from Monday 14th December until Friday 18th December, 10am until 4pm.

In response to your feedback, and as part of our Customer and Community Investment Strategy, we’ve reviewed the work of the academy to focus on three key areas:

Employability skills – to help you secure work

Financial and digital inclusion – to help you make a benefi t claim and manage your money

Involvement capabilities – to support our new panels to hold us to account and scrutinise our performance.

Michael Simms, Community Involvement Manager at Wellingborough Homes, said: “We want to ensure value for money for rent payers by increasing the

percentage of customers living in our homes who use the training academy. We are focusing on digital, fi nancial and employment training in 2016, as well as developing a training course for our newly-recruited panel members.

“There are a large number of benefi t changes coming into play, meaning many people living in our homes will need employment if they want to retain the same level of household income they currently have.

“They’ll also need to learn IT skills to apply both in and outside of work. This programme ensures that training is on hand, free and local.”

Training Academy Open Week

Developing skills

Training academy supporting more people into work Our training academy is proving to be a class act, with a new programme of courses for customers.

To increase the opportunity for customers to influence our decision-making process we’ve created a new framework for involvement work. This includes the launch of new panels, each with a clear focus of activity and responsibility.

Mandy Meanwell, our Director of Housing and Support Services, said: “Our new involvement framework, shown here, shows how customers can now get involved at all levels of our decision-making processes.

“It is important that we make the most of any time our customers give us and that we act on the feedback. This framework formally captures that commitment.”

To view a summary of the Customer and Community Investment Strategy, visit our website www.wellingboroughhomes.org

Case study: Mystery shoppers

Our recruitment campaign for mystery shoppers led to 22 customers coming forward to find out more. So far 11 of you have been trained to look at and report on our performance.

The first standard put to the test was our professionalism when answering the phone or recording our voicemail. We wanted to see how quickly your calls were being answered, whether we always let you know who you were talking to and – if you couldn’t get hold of the staff member you needed – whether their voicemail clearly told you who they were and when they would be back in touch.

Overall, 72% of staff passed the test and we’re now working out an annual plan for more mystery shops.

We are currently recruiting mystery shoppers so if you or someone you know would like to shape our services and receive shopping vouchers for your time, call us on 01933 231392.

Page 7

Level 5 of our pyramid shows many of the informal and ad hoc ways customers can influence our work, in addition to the smaller formal panels above. Here’s an example of how that new framework is making a difference:

Customer involvement in better shape than ever

You can get involved in many ways. To see how your time and skills could be best used, please call our Community Involvement team on 01933 231392.

Getting involved

In the last edition of Well Informed we told you that we were working to improve the way we involve you in our work.

LEVEL 1Scrutiny Panel carry out evidence based scrutinyCustomer Assembly or

Oversight Committee umbrella group

LEVEL 2Service User Panels responsible for quality checking to ensure we meet agreed regulatory and local service

standards, targets and performance indicators

LEVEL 3Equality Panels: These will help to involve residents in providing quality checking, insight, input, support and advice and enable

involvement from protected groups. (E.g. Disability Forum/ 50+ Group/Youth Involvement Panel/Black and Minority Ethnic Group)

LEVEL 4Local Community or Area Groups/ Associations and Groups/

Community Representatives

LEVEL 5Ad-hoc involvement including Mystery Shopping/Focus Groups/ Neighbourhood

Inspections or Champions/Virtual panel/Jargon Busters/Events Organisers/ Surveys/Training Academy*

Page 8 | Well Informed | Winter 2015

For more than four years a committed group of customers have helped shape our services and seek the views of other customers.

Following the review of our customer involvement structure the role of TAP has come to an end now that we have set up a new scrutiny panel and other involvement options.

A farewell event was held recently to mark the valued contribution made by TAP. Thank you to David Gildon, Mel Gent, Les Flight, Daphne Simmons, Mary Reeves, Mike McGarity, John Hine, Barbara Ashcroft, Sharon Medlin, Jean Ison, Rosemary Churchett, Trish Harding, Keith Pentlow and all those who have taken part in TAP.

Shareholding membership consultation Proposed changes to Tenant Shareholder Policy

We are currently carrying out a review of our Governance & Delegations Framework to improve how it operates; to make sure we can comply with new regulations and codes of practice; and to ensure the organisation is being managed in the most effi cient and effective way. This will make sure that decisions are made at the right level by the right people.

As part of this work, there is a proposal to make changes to the way in which tenants can be appointed as shareholders. Currently, any tenant has the option to apply to become a shareholder of Wellingborough Homes. Take up of this option has been very limited and generally interest in being a shareholder is low – although this has been advertised through Well Informed on an annual basis.

We are proposing to change this approach going forward so that tenant shareholding membership would be open to current and former tenant board members only.

Anyone who becomes a tenant board member has to be appointed as a shareholder fi rst. When they leave the board they will be able to remain as a shareholder if they wish. Although in the past this has not seen a large take-up either, we feel these individuals have a stronger idea of what is involved and the commitment required. There are no changes planned for the numbers of tenant board members or the way that they are selected and appointed to the board.

We are consulting on this proposed change and would welcome your views. If you do have any comments then please contact Sue Dedman, Executive Support Manager, on 01933 234450 or email sue.dedman@whomes.org

Thank you TAP

Page 9

We have teamed up with the Northamptonshire Credit Union to support customers with the introduction of the new Universal Credit system and other benefi t changes being implemented by the Department of Work and Pensions.

Recently Wellingborough residents who are single and under 65 who are out of work and making a new claim for benefi ts became eligible to apply for Universal Credit. Universal Credit is a single monthly payment for people in or out of work, which merges together some of benefi ts and tax credits. It replaces the income-based Jobseeker’s Allowance.

Universal Credit, which sees residents given a single monthly payment into a bank account, will be rolled out to other benefi t claimants over the coming year with the aim that all benefi t claimants are on the new system by 2017.

To apply you need a bank account and must make an online claim, so

we have teamed up with the Credit Union to ensure eligible customers can receive their payment and set up arrangements to pay their rent.

Two service points, one in Hemmingwell and the second in Queensway, are being set-up so tenants can fi nd out more about the Credit Union and start their saving plans.

Dave Lockerman, Head of Housing & Customer Service at Wellingborough Homes, said: “The main changes customers will need to prepare for are that they will need a bank account and will need to manage their claim online. The biggest change is that the majority of customers will currently have their housing benefi t paid directly to us so usually don’t have to think about paying their rent. The new system means that rent payment is very much the tenant’s responsibility.

“Those affected will need to ensure that they have a method in place to make sure the rent is paid as soon as they receive their Universal Credit payment. Direct Debit is the quickest and easiest way of doing this.”

Thanks to funding from Wellingborough Homes, Credit Union representative Sean Silver is now based with the housing provider two days a week.

Sean said: “We have also developed a banking account called Budget Plus which includes a prepaid VISA debit card. This is a good alternative if your existing bank account is giving you diffi culties or only offers limited facilities or you don’t have a bank account. Some of you may recall 5 Wells Credit Union in Wellingborough. They have now merged with Northamptonshire Credit Union.”

Residents wanting more information on Universal Credit and how it will affect them can contact the Department of Work and Pensions helpline on 0345 600 0723.

Wellingborough Homes tenants wanting to set up a Northamptonshire Credit Union account or receive free fi nancial advice on planning for the changes can contact Wellingborough Homes on 01933 234450, email customer.services@whomes.org or visit www.northamptonshirecu.co.uk

How we are helping

Page 10 | Well Informed | Winter 2015

What is Universal Credit?Universal Credit is a single monthly payment for people in or out of work, which merges together some of the benefi ts and tax credits that you might be getting now.

Universal Credit will replace:

Income-based Jobseeker’s Allowance Income-related Employment and Support Allowance Income Support Child Tax Credit Working Tax Credit Housing Benefi t

The roll out has started and by 2017 all benefi t claimants will have their payments replaced by Universal Credit.

Paying your rent is always a good call

Paying your rent will be even easier from this month, as we introduce a new automated phone payment service.

Now when you call our main number 01933 234450 you’ll be given the immediate option to make a payment via Allpay. You will need to have your rent payment card to hand (if you have misplaced your card, don’t worry, let us know and we will get you a replacement).

The new rent payment option is open 24hrs a day, seven days a week. Help is on hand from trained Allpay rent advisors in the unlikely event that you get stuck at any point in the payment process.

If you are calling with a general customer service or repairs query, you simply need to select that option when you are connected.

Rent changes

From April, you are likely to see a 1% discount in the amount of rent you pay annually.

The Government has announced it is going to reduce social housing rents by 1% each year for the next four years. However, if you pay a service charge this may still increase.

The reduction means that we may need to reduce or stop providing some of the non-essential services we’ve previously delivered. We are working with our involved customers to determine how best to manage the full impact of the rent reduction and to shape how we should respond.

If you’d like to get involved in this process through our customer involvement work, please call 01933 231392.

Page 11

Eight things you need to know about benefi t changesYour money

Eight things you need to know about benefi t changesYour money

Our recent STAR survey showed that some customers aren’t aware of the impact of Universal Credit and how it could affect you and your family. Around one in four tenants (43%) who receive full housing benefi t didn’t know any facts listed by the researchers.

Here are eight key facts:

You need online accessApplications will be online, and you’ll have an online account to check when payments are due to be made to you and how much. If you are worried about your IT skills or access to the internet, let us help.

You need a bank account To receive Universal Credit, you must have a bank or building society account. If someone you live with also makes a Universal Credit claim, you will receive one payment for both of you, so a joint bank account is a good idea. Make sure your account can receive automated payments and allows you to set up Direct Debits.

The benefi t payment you receive towards your rent will be paid to you directlyYour Universal Credit payment includes the amount of money you are entitled to help pay your rent to Wellingborough Homes. This means that you will be responsible for paying your rent to us. Setting up a Direct Debit is a quick an easy way of make sure this happens.

Single people are affected nowIf you live on your own, with no dependents, and make a new or revised claim for Job Seeker’s Allowance, you will need to apply instead for Universal Credit payments. Other groups will be affected over the coming months, so you need to plan now. If your circumstances change and you have to make a claim for Universal Credit, it’s a good idea to let us know.

Payments are made once a monthAll your benefi ts will be paid in one, monthly, lump sum. So you’ll need to change the way you budget. If you live with someone, you will receive one joint payment.

Five weeks until you get the moneyUniversal credit is paid a month behind (known as in arrears). From the date of your application to when you receive the fi rst payment you’ll have fi ve weeks approximately with no income. Saving now matters.

Benefi ts are now capped (and will go down further)The Benefi t Cap is a limit on the total amount of certain benefi ts you can get if you are of working age (aged 16-64) and not in work. From April 2016 the new levels for people in Wellingborough will be £385 for two parent and single families and £258 for single adults with no children, or whose children don’t live with them.

There will also be a cap on increases to working age benefi ts over the next four years of 1% so, in real terms, income for people out of work will effectively reduce even further over time. There are some exemptions, for example if you or a member of your family has a registered disability.

If you are working you may not be affected by the Benefi t Cap. If you need help and advice concerning employment talk to us.

We can helpIf you are confused about changes or worried about the impact on your fi nances, let us know by calling 01933 234450. We can help you understand the impact and start planning, whether that’s helping you fi nd work to fi ll a gap in income, helping you move to a smaller home or setting a budget to ensure you can always pay your rent.

5

Page 12 | Well Informed | Winter 2015

We recently welcomed Dave Lockerman to Wellingborough Homes. Dave joins us in a newly-created role of Head of Housing and Customer Service. His main responsibility is to lead and shape our housing and customer services.

Dave will be working closely with our new involvement panels as well as overseeing our customer services, allocations, neighbourhood services and income management.

Customer service

Welcome Dave

Q: Hi Dave, welcome to Wellingborough Homes. How are you settling in?

A: Really well, thanks. It feels that – in a good way – I’ve been here forever. Everyone has been very friendly and I now feel part of the furniture.

Q: So far, so good in that case! So what brings you to Wellingborough Homes?

A: I’ve worked in housing for 15 years and had been in my previous role nearly 7 years. I’d helped that housing association achieve a Sunday Times Best Companies 3* result, run an award-winning ASB team, signifi cantly reduced rent arrears and led a programme to reduce the impact of Welfare Reform. In short, I felt like I’d achieved what I could there and wanted a new challenge. The advert for the Wellingborough Homes role stood out and I was excited about the opportunity.

Q: And what are you most looking forward to in your new role?

A: It’s a great time to join the organisation as we’re just recruiting to the new panels and forming our new Tenancy Management Strategy which will really shape the way services are delivered

to customers in the future. It’s also a challenging time as we need to respond to new legislation and help customers through the impact of welfare reforms.

With the ever changing external environment we also need to ensure that we are providing great customer focused services as effi ciently as possible. I’m also looking forward to building on the recent STAR satisfaction survey results, and working with our involved customers to continuously improve our services.

Q: Given the day job is so housing focused, then what do you do outside of work?

A: Urm, does more housing count? I’m a regional board member at the Chartered Institute of Housing and I also have run the London marathon. For a housing charity, of course.

Q: And any last words, on the house?

A: I’d just like to thank everyone for the warm welcome. And to say if anyone would like to contact me, then you can do so on dave.lockerman@whomes.org

With that busy workload, we grabbed a quick fi ve minutes with our new recruit to fi nd out a little more…

Page 13

Useful contacts

Our STAR told us many positive things you like about our service, but we did notice a slight dip in your satisfaction with the ease of getting hold of the right person to answer your query.

We’re working on improving that, and we thought it would be helpful to share some cut out and keep key contacts:

Adult Care Northants 0300 126 1000 Anglian Water general enquiries 0345 7919 155

report a leak 0800 771 881 Borough Council of Wellingborough 01933 229777 Bulk collection service/ Wellingborough Norse 01933 234520 Dog warden 01933 231960 Electricity emergency 0800 404 090 Elvis (abandoned car removal) 08456 121999 FISH 01933 278248 Fly tipping reporting/Norse 01933 234520 Food Bank 01933 446 490

Gas emergency 0800 111 999 Good Neighbour and 01933 231381 Affordable Warmth or 07766 083241 Northampton/ Kettering general hospital 01536 492000 Out of hours medical 111 Pest control/ Environmental Protection 01933 231960 Police non-emergency 101 Sofa wise 01933 270623 Support Northants 01933 234452 TRANSCO smell gas 0800 111999

Christmas contactsHere are our full opening hours over the festive period.

If you have an urgent problem or repair when our offi ces are closed, please call 01933 234450 and our out-of-hours team will help.

Thursday 24th December Offi ces close at 3pm

Friday 25th December Closed all day

Saturday 26th December Closed all day

Sunday 27th December Closed all day

Monday 28th DecemberClosed all day

Tuesday 29th DecemberNormal offi ce hours

Wednesday 30th DecemberNormal offi ce hours

Thursday 31st DecemberClosed all day

Friday 1st JanuaryClosed all day

Saturday 2nd JanuaryClosed all day

Sunday 3rd JanuaryClosed all day

Monday 4th JanuaryNormal offi ce hours resume

Page 14 | Well Informed | Winter 2015

Want to improve your local area or let us know of an unreported problem affecting your community? Why not join us on a neighbourhood walkabout?

We’ve planned a year of walkabouts which see us invite residents, customers and partners such as the council, police and community representatives to join our team on a short tour of their area. Whether you pop out on your doorstep to talk to us or join us for the full event, it’s an opportunity to have your comments recorded and acted on.

Walks that have taken place already have seen us address issues such as broken fence panels, graffi ti and poorly maintained gardens. If a problem isn’t in our power to fi x, we’ll notify the right partner who can help make the change happen.

Every walkabout results in an action list, and if you take part we’ll report back what we spotted and what’s happening on that issue.

We’ll write to you nearer the time to remind you of the dates, but here’s the next six walkabouts taking place across the borough. To book your space, call us on 01933 234450.

12 January 2016 Time: 10am to noonWalkabout Area: Valley Road and Butts Road

20 January 2016 Time: 10am to noonWalkabout Area: Shelley Road

20 January 2016 Time: 11am to 12.30pmWalkabout Area: Hemmingwell Road and Kestrel Lane

26 January 2016 Time: 1pm to 3pmWalkabout Area: Hill Street, Wood Street and Townsend Close

26 February 2016 Time: 10am to noonWalkabout Area: Knights Court & Gold Street

3 March 2016 Time: 1pm to 3pmWalkabout Area: Queensway

Neighbourhood walkabouts: diary dates

Page 15

To meet the support needs of those who need help to live independently the Supported Living team at Wellingborough Homes has recently undergone some changes.

We’ve re-structured the team and launched a new support scheme so residents can match their needs to their budget.

With nine Supported Living schemes in the town and surrounding villages within the Borough of Wellingborough, we have a great choice of accommodation available including one and two bedroom apartments and bungalows.

The majority of the schemes provide level access bathrooms and lifts to fl oors above ground level and there are a number of accessible properties to support a range of disabilities. All properties contain emergency call equipment linked to a professional accredited call centre, offering peace of mind to customers, family and friends.

For more information, please email supported.living@whomes.org or call 01933 234478.

New fl exible support

We know that not everyone needs the same level of support and that many residents in our Supported Living schemes value their independence.

To match your needs and budget, you can now tailor the amount of support you require. All properties have package one outlined below as standard but you can opt in and opt out of extra support.

Package Description Breakdown of cost Weekly Charge

1 Provision of emergency response only, with monthly equipment check

Lifeline Support plan and reviewUp to two call outs per month

£6.24

2 A visit two days per week, on other days contact will be made by phone

Lifeline Two visitsThree calls Support plan and reviewUp to fi ve call outs per month

£14.00

3 A visit every weekday, with additional visits, to those considered vulnerable, at weekends

Lifeline Five visitsTwo callsSupport plan and reviewUp to eight call outs per month

£20.00

Pick and mix packages (Package 1 + choice of visits/calls)

Support Cost per call/visit

Two-minute call Weekday £1.12

Two-minute call Weekend £1.50

Five-minute visit Weekday £2.80

Five- minute visit Weekend £3.70

10 minute visit Weekday £5.60

10 minute visit Weekend £7.45

Supporting you in later life Living well in later life

Our Lifeline servicePeace of mind in yourown home

Lifeline gives you and your family reassurance that if something goes wrong help is at hand.

You can now have an emergency response 24/7 by a member of our staff if required.

Unlike other agencies we can be the primary responder - so there is no need to have anyone else (family, neighbour or friend) who can respond in an emergency. Other agencies require two key holders – we only need one.

You will get a monthly visit on a day and time which suits you to check the equipment is still working correctly, plus visits from us in response to an emergency activation of the alarm system.

To sign up, have a demonstration or fi nd out more call us on 01933 234450.

Contact us:

Thompson Court,9F Silver Street,Wellingborough,Northants,NN8 1BQT: 01933 234450

wellingboroughhomes.org.ukfacebook.com/wellingboroughhomeshousing.org.uk

If you would like this publication translated please contact the Customer Service Centre on 01933 234450 or call into the housing association offices. Copies can also be made available in large print, Braille or on audio CD on request

LatvianJa Jūs vēlaties saņemt šo publikāciju tulkojumā, lūdzu, sazinieties ar Klientu apkalpošanas centru pa tālruni 01933 234450 vai zvaniet uz mājokļu asociācijas birojiem. Kopijas ir pieejamas arī lielā drukā, Braila rakstā vai uz audio CD diska pēc pieprasījuma.

Lithuanian“Jeigu norėtumėte šio leidinio išversto į savo kalbą, prašome susisiekti su Klientų Aptarnavimo Centru telefonu 01933 234450 arba užeikite į būsto asociacijos ofisą. Jūsų prašymu išverstos kopijos galimos dideliu šriftu, Brailio raštu arba CD formate.”

PolishAby uzyskać tłumaczenie niniejszego dokumentu, prosimy skontakować się z Centrum Obsługi Klienta pod nr 01933 234450, lub zadzwonić do biura spółdzielni mieszkaniowej. Na życzenie możemy również udostępnić niniejszy dokument w dużym druku, alfabecie Braille’a lub na płycie audio CD.

Russian“Если вы желаете получить перевод данной публикации, пожалуйста, позвоните в Центр обслуживания клиентов по телефону 01933 234450 или обратитесь в офис жилищно-строительной ассоциации. По запросу можно заказать копии, напечатанные крупным шрифтом, а также шрифтом Брайля, или же данную информацию, записанную на компакт-диске.”

Turkish“Eğer bu yayının tercüme edilmesini istiyorsanız, lütfen 01933 234450 numaradan Müşteri Hizmetleri Merkeziyle iletişime geçin veya konutlandırma dernek ofislerini arayınız. Talep üzerine büyük baskı şeklinde, görme engelliler için kabartmalı yazı olarak veya ses CD’si şeklinde kopyalar da yapılabilir.”