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Guide to Servicesfor Schoolsand Academies

2012-13

Learning &Standards

Leadership &Staff Support

Support forVulnerable Children

and Families

ExtendedExperiences

School Operation

Site & PremisesOperation

Statutory

2012-13 - Issue 1 - Version 1

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Contents

Guide to Services for Schools and Academies 2012

3

Learning & StandardsEquality Services - Supporting Learning ofBilingual, Black and GRT pupils 5 Governor Services - Membership 6Governor Services - Pay As You Go 7ICT - Advice Guidance & Desktop SoftwareLicencing 8ICT - Broadband Connectivity &Infrastructure Facilities 9ICT - Management Information Systems 10Independent Advice and Guidance –Connexions 11Knowledge Management - SchoolPerformance Data 12New Directions - Training For Staff 13School Improvement Service - Consultancyand Support 14School Improvement Service - Quality Mark 15School Improvement Service - ReadingRecovery 16School Improvement Service -1st Class@Number 17School Improvement Service - Every ChildCounts 18Youth Service - PSHE 19

Leadership & Staff SupportHR - Academies 21HR - Community Schools 22HR - Voluntary Aided Schools 23Occupational Health Service 24Personal Development and Training 25School Improvement Service - HeadteacherPerformance Management 26School Improvement Service - NewlyQualified Teacher Programme 27Training for Practitioners Working With Children 28

Support for Vulnerable Children & FamiliesBehaviour Support Service 30CAT - Education Psychology 31CAT - Education Welfare 32CAT - Education Wellbeing DevelopmentWorker 33 CAT - Guaranteed School Based Parenting 34Free School Meals 35Inclusion/SEN/LDD Advisory Service 36Teenage Parent Learning Programme 37

Extended ExperiencesCulture & Sports Programmes 39‘Hands-on Learning’ - Reading Museum 40Play Service 41

School OperationCommunications 43Financial Support & Advice 44Health & Safety 45Insurance Service 46Legal Services 47Maternity Insurance Scheme 48Payroll Service 49School Meals Contract Management 50

Site & Premises OperationBuilding Cleaning Service 52Energy & Carbon Management for Schools 53Grounds Maintenance 54Onsite Residential Property Maintenance 55Property Services 56Valuation section 57

Statutory School Admissions and Appeals Service forAdmission Authorities 59School Transport Service 60

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Summary


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WELCOME to Reading Borough Council’s Service Guide for Schools andAcademies, which has a comprehensive list of services available toschools provided by the Local Authority. The services are based on realschool experiences and best practice and have been structured flexiblyto meet your needs. We believe that all of our services represent goodvalue for money, with delivery through trusted professionals and will bepredictable and consistent. We value your views and feedback about ourservices and we have attempted to shape them according to your needsand values of raising standards and providing an excellent education forthe children of Reading.

Changes to the way schools are funded means you have more controlthan ever before. We are committed to working in partnership with you toensure that we focus our collective effort to help Reading’s young peopleachieve great things. I encourage all schools to consider buying back theservices provided by Reading and to continue to tell us your views so wecan continue to support your tremendous work for all of Reading’s pupils.

Councillor John EnnisLead Councillor for Education and Children’s Services. Reading Borough Council


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Equality Services – Supporting Learning of Bilingual,Black and GRT Pupils

Learning and Standards

Helping you respond to the needs of ALL your pupils

You’ve made such difference toour children’s learning and theconfidence of staff. Thank you!

ContactName: Nicola DaviesTel: 0118 937 6830E-mail: [email protected]

Summary of Offer

Use our highly skilled and experienced staff tosupport the learning of your bilingual, Black andGRT pupils. You can purchase a block booking ofweekly half or full day teaching sessions for the yearor use our expertise to respond flexibly to thechanging needs of your learners.

Teaching packages include:• Regular teaching support for EAL learners

including assessment, target setting, focussed teaching and evaluation

• Intensive one-to-one or small group support for emerging bilinguals

Training packages include:• Training and resource package to equip your

teaching assistants to deliver the very successful ‘Talking Partners’ programme

• Training and resource package to equip your teaching assistants to deliver 1-1 or small group ‘Racing to English for New Arrivals’

• Bespoke CPD relating to EAL and bilingual learners including structured modelling of successful practical strategies.

Expert advice and guidance• EAL and Equality Health Check of teaching,

leadership, behaviour and achievement

All LA maintained settings and schools can alsoaccess the following services free of charge:• telephone advice and guidance on any issues

relating to equality, languages or achievement• first language assessments for any bilingual

pupil where learning difficulties are suspected

• Induction support for newly enrolled Gypsy Roma or Traveller learners

• Support to tackle discrimination and advance equality

AND NEW FOR THIS YEAR• 10 hours teaching support for each newly arrived

pupil who is a beginner in English (YrR-11)

For further informationFor full details of our services, go to our website

Pricing options

GOLD: £12,000 -60 days or 0.3 FTE weekly

SILVER: £8,000 - 39 days or 0.2 FTE weekly

BRONZE: £4,000 - 19 days or 0.1 FTE weekly

Pay As You Go: All our services are alsoavailable on a pay as you go basis at £250 per dayor £150 per half dayFor Academies 10% will be added to the pricesdetailed

Summary of Offer

“”

Equality Services has a track record ofsuccessfully working in partnership with schoolsto meet the needs of EAL and bilingual pupils;Black and mixed heritage pupils and Gypsy RomaTraveller pupils.

Our teaching and support packages make a realdifference to pupils’ learning and progress, helpyou meet your responsibilities under the EqualityAct 2010 and show parents and OfSTED exactlyhow you are tackling disadvantage andadvancing equality in your setting.

Key Benefits & Outcomes

55

4

Learning andStandards



Quality Travel for West Berkshire

TR

AN

SP

ORT G

UID

E A combined guide covering:HUNGERFORD & LAMBOURN VALLEYTHATCHAM, NEWBURY & NORTH HAMPSHIREBURGHFIELD, MORTIMER & TADLEYPANGBOURNE, PURLEY & EAST DOWNLANDSNEWBURY TO READING

Updatedto include

route alterations in central

Newbury from 27 October

2011

Combined Guide Oct 2011 Print_Combined A6 10/11/2011 12:22 Page 1

74

CBarfield Road

PaynesdownRoad

Glebel

(Newburydirection only)

(Newbury directiononly)

1

ly)

NextBuses

NextBuses

102

00

102

74

76

Speen

Upp

95

Kingsclere

NorthernAvenue

AlmondAvenue

WaltonWay

West BerkshireCommunity Hospital

NewburyCollege

r Road /ham Road

Racecourse Road

CravenRoad

FairClose

Park HouseSchool

The Oaks

PoundLane

Headley

Lamb InnPH

SouthdownRoad

PorterEnd dir

Wendan Road

Chandos Road

Memorial rection only)

myoad

Bishops Green

Tydehams

Skyllings

115

7

7

75 101 102 104 105

115

103

8

103

8

8

2122

103

1

103

8

addleworthLeckhampstead

Donnington,Castle Inn PH

DonningtonPriory

DonningtonSquare

nelsmoreCommon

Peasemore

Chieveley

Shaw Cemetery

East Ilsley Compton

HampsteadNorreys

West Ilsley

6

115

6A

Beedon

Hermitage

HARWELL BUSINESS CENTRE (peak journeys only)6

NextBuses

NextBuses

102

TheNightingales

Henwick Lane /Westfield Road

GreyberryCopse Road

TESCO Marchant Close

ThePlough

GreenlandsRoad

Kiln Road

Gaywood Drive

AvonWay

ShawRoadfoot 1

100

102

DerwentRoad

100

The Hollies

74

74

Newbury

WESTWOODROAD

GREENHAM

PIGEON’SFARM

TURNPIKEESTATE

NEW GREENHAM PARK103

Bishops GreenTurn

103

23,24 to Ecchinswell and BURGHCLERE

NewtownRoundabout

A339 Pinchington LaneRoundabout

NEWTOWNROADANDOVER

ROAD

to WOOLTON HILL7 to

ANDOVER21, 22

MON

LOVELANE

6A 6

A4 LONDON ROAD

LOWER WAY

Yattendon

FrilshamCurridge 76

76

23 24

MonksLane Surgery

75

BourneRoad

GardenCentre

NoR

NextBuses Ne

A4 LONDON

Westfield Road(Newbury

direction only)

100 1

e

RACECOURSEESTATE

5

Combined Guide Oct 2011 Print_Combined A6 10/11/2011 12:22

East Garston

Great Shefford

Stockcross

Speen

Kintbury

Inkpen

HamsteadMarshall

Enborne

Froxfield

Ham

Shalbourne

Little Bedwyn

East GraftonWest Grafton

Burbage

Ramsbury

Aldbourne

Baydon

Liddington

Wanborough

Chilton Foliat

EastburyBishopstone

Ashbury

Weston Shefford Woodlands

Upper Lambourn

Hungerford Newtown

X2

20

22

20A

46

47

4

82

90

95

95

13

Hungerford

Marlborough

Swindon Lambourn

46A

Great BedwynS

20

SavernakeHospital

2020A

22

S

222

222X2 Halfway

95

GlendaleAvenue

ValleyRoad

ElizabethAvenue

Top

Andover Road /Buckingham Road

CravRoa

FairClose

Park HouseScho

Lamb InnPH

Road

C Road

Falkland Memorial(Newbury direction only

BartlemyRoad

Great WesternHospital

Tydeha

2

103

BRIGHTWALTONChaddlewort

Leckha

C

SnelsmoreCommon

107107

WANTAGE on Saturdays

2

The Holli

Wheelchair accessible stops

Rail interchange nearby

Real Time bus information display at stopNextBuses

A

7

ANDOVER2

WASH COMMON

Boxford

Winterbourne

Welford

Wickham

82

4

95

13

222

Wheelchair accessible stops

Rail interchange nearby

Real Time bus information display at stop

S

NextBuses

Quality Travel forWest Berkshire


17

Service operated by

The LINK

MONDAYS - SATURDAYS (except Public Holidays)

M-F S M-F S M-F S 1040 1140 1240 1340 1440 1540 1540 1640 1640 1740 1740 1840

1052 1152 1252 1352 1452 1552 1552 1652 1652 1752 1752 1850 1102 1202 1302 1402 1502 1602 1602 1702 1702 1802 1802 1859

1117 1217 1317 1417 1517 1617 1617 1717 1717 1817 1817 1913 1124 1224 1324 1424 1524 1626 1624 1726 1724 1826 1824 1918

1127 1227 1327 1427 1527 1630 1627 1730 1727 1830 1827 1921 …… …… …… …… …… …… …… …… …… …… …… ……

in Hampshire

MONDAYS - SATURDAYS (except Public Holidays)

M-F M-F S 1040 1140 1240 1340 1440 1540 1640 1710 1740 1740 1840 1940

1043 1143 1243 1343 1443 1543 1643 1714 1744 1743 1843 1943 1050 1150 1250 1350 1450 1550 1650 1723 1753 1750 1850 1948

1105 1205 1305 1405 1505 1605 1705 1738 1808 1805 1905 2002 1115 1215 1315 1415 1515 1615 1715 w 1818 1815 w w

N 1127 1227 1327 1427 1527 1627 1727 …… 1830 1827 …… ……


Notes:– National Express coach interchange

S – Rail station nearbywm – starts from Kingsclere, Wellmans Meadow 1 minute earlierf – starts from Kingsclere, Fawconer Road 1 minute earlierw – continues to Kingsclere, Wellmans Meadow 1 minute laterM-F – Mondays to Fridays onlyS – Saturdays only

NO SERVICE ON SUNDAYS OR PUBLIC HOLIDAYS

Notes M-F M-F S M-F NEWBURY BUS STN [Bay D] S …… 0720 0740 …… 0840 0940Greenham Park East A339 wm 0732 0752 wm 0852 0952KINGSCLERE SQUARE 0645 0742 0802 0802 0902 1002North Hampshire Hospital 0700 0757 0817 0817 0917 1017Alencon Link, Rail Station S 0709 0810 0824 0830 0924 1024BASINGSTOKE BUS STATION [Bay F] 0712 0815 0827 0835 0927 1027QMC College (college days only) …… 0825 …… …… …… ……

NEWBURY - KINGSCLERE - BASINGSTOKEBASINGSTOKE - KINGSCLERE - NEWBURY

Notes M-F S M-F S BASINGSTOKE BUS STATION [Bay F] 0628 …… 0730 0740 0840 0940Alencon Link, Sainsbury’s S 0631 …… 0733 0743 0843 0943North Hampshire Hospital 0636 f 0740 0750 0850 0950KINGSCLERE SQUARE 0650 0715 0755 0805 0905 1005Greenham Park East A339 0700 0725 0808 0815 0915 1015NEWBURY BUS STN [Bay D] S 0712 0737 0827 0827 0927 1027


Soak up the atmosphere at this year’sSoak up the atmosphere at this year’s

Saturday 18 June 2011, 11am - 5pm Along the Kennet and Forbury Gardens, Central Reading

Working to

Protect - Enhance - Prom

ote

General enquiries: 0118 937 2771 www.reading.gov.ukBoaters enquiries: 0118 959 8247

waterfest a5_Layout 1 14/03/2011 11:30 Page 1G1021 RBC Forbury Band A5 2011 v5_Layout 1 14/02/2011 14:20 Page 1

‘the bestpart of thetrip was mychild beingable to seethings otherthan in books’trip to NaturalHistoryMuseum

We are a charity which supportsactivities in and around the

community of Whitley, SouthReading. The charity is managedby a board of Trustees who are

appointed from local schools andservices, we also have Partners

working with us, who bringadditional expertise and help.Funds raised by the charity

support 3 key areas: developmentof a residential site at Ufton Court,the annual Whitley Arts Festival

and holiday and after schoolactivities for our community.

Over the past 5 years Aspire2 hasraised over £240,000 which hassupported a wide range of local

projects and programmes.If you would like to find out moreabout how you can help at any of

our events or join as aTrustee/Partners, please fill in the‘contact us’ form on the websitewww.whitleyaspire2.btck.co.uk

July AugustM T W T F S S M T W T F S S 1 1 2 3 4 5 2 3 4 5 6 7 8 6 7 8 9 10 11 12 9 10 11 12 13 14 15 13 14 15 16 17 18 19 16 17 18 19 20 21 22 20 21 22 23 24 25 26 23 24 25 26 27 28 29 27 28 29 30 31 30 31

SeptemberM T W T F S S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30

October November DecemberM T W T F S S M T W T F S S M T W T F S S 1 2 3 4 5 6 7 1 2 3 4 1 28 9 10 11 12 13 14 5 6 7 8 9 10 11 3 4 5 6 7 8 9

15 16 17 18 19 20 21 12 13 14 15 16 17 18 10 11 12 13 14 15 16 22 23 24 25 26 27 28 19 20 21 22 23 24 25 17 18 19 20 21 22 23 29 30 31 26 27 28 29 30 24 25 26 27 28 29 30

31

2012CALENDAR

G1267 Aspire2 Calendar v4:Layout 1 12/12/2011 14:17 Page 2

‘I justwanted tothank you

for the trip -it was

FANTASTIC’Y6 pupil

following tripto At Bristol,

sciencemuseum

I wasable to trysomethingI’ve nevertried before,learnt someuseful skills'trip toUftonCourt

We are a charity which supportsactivities in and around the

community of Whitley, SouthReading. The charity is managedby a board of Trustees who are

appointed from local schools andservices, we also have Partners

working with us, who bringadditional expertise and help.

Funds raised by the charitysupport 3 key areas:

development of a residential siteat Ufton Court, the annual

Whitley Arts Festival and holidayand after school activities for our

community.

Over the past 5 years Aspire2has raised over £240,000 whichhas supported a wide range oflocal projects and programmes.

If you would like to find out moreabout how you can help at any of

our events or join as aTrustee/Partners, please fill in

the ‘contact us’ form on thewebsite

www.whitleyaspire2.btck.co.uk

January February March

M T W T F S S M T W T F S S M T W T F S S 1 1 2 3 4 5 1 2 3 4 2 3 4 5 6 7 8 6 7 8 9 10 11 12 5 6 7 8 9 10 11 9 10 11 12 13 14 15 13 14 15 16 17 18 19 12 13 14 15 16 17 18 16 17 18 19 20 21 22 20 21 22 23 24 25 26 19 20 21 22 23 24 25 23 24 25 26 27 28 29 27 28 29 26 27 28 29 30 31 30 31

2012CALENDAR

May JuneM T W T F S S M T W T F S S 1 2 3 4 5 6 1 2 3 7 8 9 10 11 12 13 4 5 6 7 8 9 10 14 15 16 17 18 19 20 11 12 13 14 15 16 17 21 22 23 24 25 26 27 18 19 20 21 22 23 24 28 29 30 31 25 26 27 28 29 30

April M T W T F S S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30

G1267 Aspire2 Calendar v4:Layout 1 12/12/2011 14:17 Page 1

BASL

O T TE R

Y

www.autismberkshire.org.ukRegistered charity: 1076217

Lottery licence number: LOT000102

Win acash prize!

Please take this opportunity to help those affected by autism.

Every £1 makes a difference

0118 959 4594

Useful Telephone Numbers

Bus to Marlborough

Car and Handybus schemes provide transport for people with restricted mobility who find it difficult to usepublic services. Please see the ‘Getting There!’ booklet. For further details to enquire about West BerkshireConcessionary Fares Scheme visit www.westberks.gov.uk/transport or alternatively ring 01635 519800.

Barnes CoachesUnit E, Woodside Road,South Marston Park,Wiltshire 01793 821303SN3 4AQ www.barnestravel.co.uk

D J Travel30 Stephens Close, Mortimer, Reading RG7 3TX 0118 933 3725

Heyfordian TravelMurdock Road, Bicester, Oxfordshire 01869 241 500OX26 4PP www.heyfordian.travel/bus_services

Horseman Coaches2 Acre Road, Reading, Berkshire RG2 0SU 0118 975 3811

[email protected]

Jacs TravelNew Greenham Park,Suite 29, Building 92Thatcham, Berkshire 01635 582929RG19 6HN [email protected]

Newbury & District169 Main Street, New Greenham Park,Thatcham, BerkshireRG19 6HN 01635 33855

Ramsbury Community Bus 01672 520748

Reading Transport

Great Knollys Street, Reading, Berkshire 0118 959 4000RG1 7HH www.reading-transport.co.uk

Stagecoach Hampshire BusBasingstoke Bus Station, Festival Place, Basingstoke 0871 200 2233RG24 8PH www.stagecoachbus.com/south

Steventon Transport ServicesHatchgate Close, Steventon,Basingstoke, Hampshire RG25 3BJ 01256 398682

Stewarts of MortimerThe Courtyard,James Lane,Grazeley Green,Reading, Berkshire 0118 983 1231RG7 1NB www.somph.co.uk

Thamesdown TransportBarnfield Road,Swindon, Wiltshire 01793 428428SN2 2DJ www.thamesdown-transport.co.uk

Thames TravelWyndham House, Lester Way,Hithercroft Industrial Estate,Wallingford, Oxfordshire 01491 837988OX10 9TD www.thames-travel.co.uk

WiltshireBusBodman’s Coaches, 88 High Street,Devizes, Wiltshire SN10 5RU 01380 722393

I Inkpen E2K Kidmore End B7

Kintbury D2L Lambourn C1

Leckhampstead C3Letcombe Bassett B2Letcombe Regis A2Lilley B3 Little Bedwyn E1Little Heath C6Little Hungerford C4 Loddon Court Farm E7Lower Basildon B6Lower Green E2Lower Padworth D6

M Mapledurham C7Marlston Farm D5Marsh Benham D3Membury C1Midgham D5Moulsford B5Mortimer E6

N Newbury D4North Heath C3North Stoke A6

P Padworth D6Padworth Common E6 Pamber Heath E6 Pangbourne C6Peasemore C3Penwood E3Pigeon’s Farm E4Purley on Thames C7

R Reading C7/D7Rose of Hungerford(Tel: 0800 121 4674) D2

S Shalbourne E1Shaw D4Shefford Woodlands C2Silchester E6

Sonning Common B7Southend D5South Fawley B2Sparsholt A2Spencers Wood D7Stanford Dingley D5Stanmore B4Stratfield Mortimer E7Streatley B6Sulham C6Sulhamstead D6

T Tadley E6 Thatcham D4Theale D6Three Mile Cross D7Tidmarsh C6Tilehurst C7Tokers Green C7

U Ufton Green D6Ufton Nervet D6Upper Basildon C6Upper Bucklebury D5Upper Green E2Upper Lambourn B1Upper Woolhampton D5

W Wallingford A6Wantage A2Welford C3West Ginge A3West Hendred A3West Ilsley B4West Woodhay E2Weston C2Whittonditch D1Whitchurch-on-Thames C6Wickham D3Winterbourne D3Woodcote B6Woolhampton D5Woolton Hill E3

Y Yattendon C5

Place name Map square

ref.A Aldermaston E6

Aldermaston Wharf D6Aldworth B5Ardington A3Ashford Hill E5Ashampstead C5Ashampstead Green C5

B Bagnor D3Bagshot E1Ball Hill E3Baughurst E5Baydon C1Beech Hill E7Beedon C4Beenham D5Bishop’s Green E4Bloomfield Hatch E7Bothampstead C4Boxford D3Bradfield C6Brightwalton B3Brightwalton Common B3Brimpton E5Brimpton Common E5Burghclere E4Burghfield D7Burghfield Common D7

C Calcot D7Catmore B3 Caversham C7Chaddleworth C3Chapel Row D5Chieveley C4Childrey A2Chilton Foliat D1Cholsey A5Church End C7Clapton D2

Combe E2Compton B4Crockham Heath E3Crookham E5Curridge D4

D Didcot A4Donnington D3

E East Challow A2East Garston C2East Ginge A3East Hendred A3East Ilsley B4Eastbury C2Eddington D2Enborne E3Englefield D6

F Fair Oak E5Farnborough B3 Fawley B2Frilsham C5Froxfield D1

G Goose Hill E5Goring B6Grazeley D7Great Bedwyn E1Great Shefford C2

H Halfway D3Ham E1Hampstead Norreys C4Hamstead Marshall E3Harwell A4Headley E4Heath End E5Hermitage C4Highclere E3Hill Bottom B6Hoe Benham D3Horncastle, Reading D7Holtwood E3Hungerford D2Hungerford Newtown D2

Basildon Park 0118 984 3040 C6Beale Park 0844 826 1761 C6Bucklebury Farm Park 0118 971 4002 D5Corn Exchange (Arts Centre) 01635 522733 D4Didcot Railway Centre 01235 817 200 A4Donnington Valley Golf Club 01635 568140 D4Greenham & Crookham Common 01635 874381 E4Grimsbury Castle D4Hexagon 0118 960 6060 C7Highclere Castle 01635 253210 E3Kennet Horse Boat Company 01488 658866 D2Kennet & Avon Canal Information Centre 01635 522609 D6Lambourn Trainers Association 01488 71347 C1Mapledurham House and Watermill 0118 972 3350 C7

Museum of Reading 0118 939 9800 C7Newbury Racecourse 01635 40015 D4The Riverside Museum 0118 939 9800 C7Sandham Memorial Chapel 01635 248394 E4Shaw House 01635 279279 D4Snelsmore Common Country Park 01635 519808 D3Stratfield Saye House 01256 882882 E7Thatcham Nature Discovery 01635 874381 D4The Living Rainforest 01635 202444 C5Vue Cinema Newbury 08712 240240 D4Watermill Theatre 01635 46044 D3Wellington Country Park 0118 932 6444 E7West Berkshire Museum 01635 519562 D4

Place Telephone Number Map Ref Place Telephone Number Map Ref

The Tourist Information Centre, The Wharf, Newbury, Berkshire RG14 5AS Tel 01635 30267E-mail: [email protected] Website: www.visitwestberkshire.org.uk

Name of School Service OperatorBradfield College 101, 105 Newbury & District Denefield School 16, 28 Reading BusesJohn O’Gaunt School 13, 20, 90 Newbury Buses / WiltshireBus / Jacs Travel Kennet School 1, 101, 102, 104, 105 Reading Transport / Newbury & DistrictLangtree School 132 Thames Travel Little Heath School S Reading Buses / The Green BusNewbury College 3A/3C, 4, 13, 100 The Link Newbury Buses / Newbury & District / Stagecoach Parkhouse School 3A, 4, 6, 12, 13, 107 Newbury Buses / Newbury & DistrictSt Bartholomew School 12, 13 Newbury BusesTheale Green School 1, 101, 104, 105, S Reading Transport / Newbury & District / The Green Bus The Downs School 6, 6A Newbury BusesTrinity School 1, 6, 6A Newbury BusesWillink School 2, 2A Reading Buses

Index To Places Bus Operators in West Berkshire

Rail Routes in West Berkshire

Community Transport

Places of Interest

MA

P &

GU

IDE

Public Transport

Effectivefrom 29th

November2010

0871 200 22 33Calls cost 10p per minute plus network extras

First Great WesternMilford House, Milford StreetSwindon, Wiltshire, SN1 1HL

08457 000 125(Open 07.00 to 22.00 daily)www.firstgreatwestern.co.uk

Assisted travel0800 197 1329

West Berkshire District

PUBLIC TRANSPORTMAP AND GUIDE

This Map and Guide provides an overviewof local bus and train services in the

District. It includes details of accessibletransport services for less mobile customers.

Places of interest that you might like tovisit are listed, together with contact

telephone numbers.

We also produce a Transport Guide and aGetting There! booklet, which are available

free of charge from the Council Offices,local libraries and Newbury Tourist

Information Office.

They are also available via the Council’swebsite www.westberks.gov.uk/transport

Some changes may occur to services duringthe year. Customers are therefore advisedto check with Traveline or with transport

operators before travelling.

Contact details:

This guide produced by:

Transport Services,

West Berkshire Council

E-mail: [email protected]

www.westberks.gov.uk/transport

Telephone: 01635 42400

S

Guides available:

Combined Guide - covering Hungerford & LambournValley / Thatcham, Newbury & North Hampshire /Burghfield, Mortimer & Tadley / Newbury to Reading /Pangbourne

Getting There! - Community Transport

Bus Services in West BerkshireMonday to Saturday Sundays

Service Operator ROUTE Approximate frequency in minutesDaytime Eve

1 Reading Transport Newbury - Turnpike Estate - Community Hospital - A4 - Thatcham Broadway - Woolhampton - Theale - Reading 30 - 60Jazz 2 Stagecoach Hampshire Baughurst - Tadley - Basingstoke - Hatch Warren 20 60 302/2A Reading Buses Reading - Burghfield - Burghfield Common - Mortimer (Some 2A journeys extend to Tadley) 30 60 603A/3B/3C Newbury & District Newbury - New Greenham Park (via Greenham, Newbury College, Valley Road, St Johns Post Office) 60 - No service4 Newbury Buses Newbury - Speen - Stockcross - Boxford - Eastbury - Lambourn 120 - No service6/6A Newbury Buses Newbury - Donnington - Chieveley - Beedon - East Ilsley - West Ilsley (Circulars) 90 - No service7 Stagecoach Hampshire Newbury - Ball Hill - Woolton Hill - Highclere - Hurstbourne Tarrant - Andover 120 - No service7/8 Newbury Buses Newbury - Chandos Road - Greenham - Pigeons Farm 60 - No service12 Newbury Buses Glendale Avenue - Newbury 60 - No service13 Newbury Buses Newbury - Enborne - Kintbury - Inkpen - Hungerford 120 - No service14/15 Stagecoach Hampshire Tadley - Silchester - Bramley - Sherfield - Chineham - Basingstoke 3 Journeys a day - No service15 Newbury Buses Newbury - Almond Avenue - Walton Way - Newbury (via Love Lane) 2 Journeys a day - No service20,20A,22, WiltshireBus Hungerford - Marlborough (Different journeys serve Burbage, Froxfield, Great Bedwyn, Ham and Shalbourne) 60 - No serviceC21,C22 Steventon Transport Services Burghclere - Woolton Hill - Newbury Book in advanceC23,C24 Steventon Transport Services Newbury - Burghclere - Kingsclere 0845 602 4135The Link Newbury Buses/ Newbury - Newtown - Headley - Kingsclere - North Hampshire Hospital - Basingstoke

Stagecoach Hampshire 60 - No service46, 46A Thamesdown Transport Hungerford - Froxfield - Ramsbury - Aldbourne - Liddington - Swindon 4 journeys (5 Sats) - No service47 Thamesdown Transport Lambourn - Ashbury - Bishopstone - Warnborough - Great Western Hospital - Swindon 120 - No service74 D J Travel West Ilsley - Compton - Aldworth - Ashampstead - Upper Basildon - Pangbourne - Theale - Reading (Fridays Only) 1 day a week - No service75 D J Travel Beech Hill - Mortimer - Sulhamstead - Beenham - Douai Abbey - Newbury (Tuesday, Wednesday & Thursday) 3 days a week - No service82 Barnes Coaches Great Shefford - East Garston - Lambourn - Wantage (Wednesdays Only) 1 day a week - No service90 Jacs Minicoaches Hungerford - Shefford Woodlands - Lambourn 60 - No service95 Jacs Minicoaches Baydon - Lambourn - Shefford Woodlands - Hungerford - Newbury (Thursdays Only) 1 day a week - No service100 Newbury & District Thatcham - A4 - Community Hospital - Turnpike Estate - Newbury - Newbury College (Monday - Saturday) - 60 No service101 Newbury & District Newbury - A4 - North Thatcham - Thatcham Broadway - Cold Ash - Bucklebury - Bradfield - Theale - Calcot - Tilehurst Triangle 120 - No service102 Newbury & District Thatcham Broadway - Kennet Heath - Ilkley Way - Lower Way - Pound Lane - Community Hospital - A4 - Newbury 60 - No Service103 Newbury & District Bishops Green - New Greenham Park - Tesco Newbury Pinchington Lane - Newbury 4 Journeys a day - No service104 Newbury & District Newbury - A4 - North Thatcham - Thatcham Broadway - Crookham - Brimpton - Tadley - Aldermaston -

Beenham - Theale - Calcot - Tilehurst 120 - No service105 Newbury & District Newbury - A4 - North Thatcham -Thatcham Broadway - Crookham - Brimpton -Tadley - Aldermaston -

Bucklebury - Bradfield -Theale -Calcot - Tilehurst 1 Journey a day - No service107 Newbury & District Newbury - Donnington - Leckhampstead - Chaddleworth - Brightwalton - Peasemore Pond - Chieveley

(Wantage on Saturdays) 120 - No service132/133 Thames Travel Goring - Streatley - Pangbourne - Upper Basildon - Purley - Reading 120 - No service 134/135 Heyfordian Wallingford - North Stoke - Goring - Streatley - Moulsford 5 Journeys a day - No service 142 Reading Buses Checkendon - Woodcote - Whitchurch - Pangbourne - Purley - Reading 120 - No service 154 Horseman Coaches Stratfield Saye - Beech Hill - Loddon Court Farm - Grazeley - Reading (Thursday & Saturday) Thu+Sat 1 Jrny - No serviceH1 Jacs Minicoaches Hungerford Town Services (via Priory Estate, Sanden Close, Charnham Park, Garden Centre) (Wednesday & Friday) Wed+Fri 5 Jrnys - No serviceX2 WiltshireBus Marlborough - Froxfield - Hungerford - Newbury (Saturdays Only) Sat 1 Journey - No service222 Barnes Coaches East Grafton - Ham - Hungerford - Newbury (Thursdays Only) Thu 1 Journey - No serviceMortimer Stewarts of Mortimer Mortimer Church - Mortimer Rail Station (Monday to Friday) AM+PMLink peak only - No serviceRCB Ramsbury Community Bus Ramsbury - Chilton Foliat - Hungerford (Wednesdays and Fridays) Wed+Fri only - -

READING TOWN SERVICES

16 Reading Buses Purley - Goodliffe Gardens - Overdown Road - Pond House - Reading 20 60 3017 Reading Buses Bear Inn - Tilehurst - Norcot Junction - Reading - Cemetery Junction - Three Tuns (24hr service) 7-8 30 1518 Reading Buses Calcot Sainsbury’s - Bear Inn - Tilehurst - Reading (Saturdays only) Sat 8 Journeys - - 26 Reading Buses Calcot Sainsbury’s - Beansheaf - Fords Farm - Southcote - Reading 12 30 30N26 Reading Buses Reading - Southcote - Fords Farm - Calcot Sainsbury’s - (Nighttrack Service) Mon-Thu 1 Jrny

Fri+Sat: 3 Jrnys - 28 Reading Buses Purley - Tilehurst - Reading - Emmer Green Mon-Fri 5 Jrnys - - 33/33A Reading Buses Westwood Glen (33) / Turnhams Farm (33A) - Tilehurst - Reading 30 60 60

(Service33)

NO

RTHBRO

OK STREET

A339

LONDON ROAD

KINGS RDBA

RTHO

LOM

EW S

T

NewburyTown Centre

Bus Stop

PostOffice

Police Station

BusStation

LONDON ROAD

A339

Library

NewburyRailway Station

NewburyRacecourseRailway Station

CHEAP ST

Market Place

West Berkshire Council Offices

To Hospital

Bus routes serving schoolsThe following buses serve these schools or pass close by.(S denotes services operated by Reading Buses or The Green Bus)

Night service

For rail times please call National Rail Enquiries on 08457 48 49 50Textphone (for hearing-impaired customers):0845 60 50 600 www.nationalrail.co.uk

08717 818181 Textphone (for hearing-impaired customers):08451 202 067 www.nationalexpress.com

(operating as Newbury Busesand Reading Buses)

(at time of printing)

Transport Telephone Provider NumberBurghfield & Mortimer Car Scheme 0118 983 1814Burghfield & Mortimer Handy Bus 0118 983 6611Basingstoke Dial-A-Ride 01256 462101Carebus Volunteer Group 0118 930 4837Chapel Row Community Service 0118 971 3334Downland Volunteer Group 01635 578394Hungerford Chain 01488 683304Kintbury Volunteer Group 01488 657119Lambourn Volunteer Group 01488 71536Pangbourne & District Volunteer Group 0118 984 4586

Transport Telephone Provider NumberReadibus 0118 931 0000Standby Volunteer Group 0118 974 4972Thatcham Volunteer Bureau 01635 862306Volunteer Centre West Berkshire 01635 49004

F1289 Public Trans Guide 2010 v7:Travel Guide 11/11/2010 16:36 Page 1

• • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •

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6A

Marina

SouthLake

CranemoorLake

MilfordLake

A34

013

Tesco

B4507

B4507B4507

B4001

B40

01

A4

A3

A329

B3270

B44

46

B478

A4155

A329

A4

A4

A4

A4

A4

A4

M4

M4

M4

M4M4

M4

B40

01

B4192

B4192

B40

00

B4000

B4000

B40

01

B40

01

B4000

B4000

B4000

B4494

B4494

B40

09

B40

09

B3051

B4009

A33

9

A34

A34

A34

A339

A340

A329

A4074

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A34

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B46

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66A

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WESTBERKSH I R E

6A

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B4000

B4000

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A33

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A34

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A340

A33

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A34

A34

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naMarina

SouthouLaake

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B4507

B450750B4507B

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B44

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4446

B4788

A4155A4A4155

A329

B40

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B4192

B4192

B3051

A34

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A34

A34

B46

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WokinghamBorough

H a m p s h i r e

47

47

47

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46

46

46

46

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X2

X2

X2

X2

X2

2220

222

2220

22

20

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7

82

13

13 13

7

7

The

Link

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104

104

104

104

STST

1

1

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101

101

74

74

74

74

132

132

134

135

135

135

135

6

6

66107

107

107

107

107

107

107

82

82

Wallingford

142

142

222

C23/24

C21/22

C21/22

C23

/24

222

222

107

104

22A

22

22A

46

107

107

104

133

133

133

75

75

75

6A

6A

6 6A

66A

66A

Sat only

75

75

105

105

105

105

75

75

75

105

105

105

7

133

105

142

C21/22

101

134

134

135

134

134

RCB

RCB

22

22AX20

46A

46A

46A

46A

46A

46A

BaydonHole

EastChallow

HarwellInternational

BusinessCentre

CivicCentre

AldermastonCourt

WaterTower

BenhamPark

HamsteadPark

LynchWood

UpperWood

HaileyWood

GreatParkWood

FoxburyWood

CakeWood

FurzeHill

StypeWood

FoxburyWood

CombeWood

RedhillWood

GreatPenwood

BurghclereCommon

EarlstonCommon

WasingWoods

WokefieldCommon

FenceWood

CarbinsWood

BuckleburyCommon

AshampsteadCommon

ChapelWood

BussockWood

BeechWood

CheeseridgeWood

AshridgeWood

SprayWood

ParkWood

BottomWood

CommonWood

LackmoreWood

GallowstreeWood

BushWood

BearWood

KingswoodCommon

ChazeyWood

SwanWood

NettlebedWoods

HalfridgeWood

GreatWood

RoweWood

HarpsdenWood

Royal Berkshire

11

12

Battle Hospital

HospitalHospital

LowerGreen

UpperGreen

Sparsholt

Childrey

LetcombeBassett

LetcombeRegis

ArdingtonWest

Hendred EastHendred

WestGinge

EastGinge

BrightwaltonCommon

Farnborough

CatmoreLilley

Brightwalton

Chaddleworth

Leckhampstead

Peasemore

Harwell

Crookham

AshfordHill

Brimpton

BrimptonCommon

Aldermaston

HeathEnd

Fair OakBaughurst

Tadley

PamberHeath

Mortimer

Silchester

PadworthCommon

BurghfieldCommon

Padworth

AldermastonWharf

Sulhamstead

UftonNervet

UftonGreen

154

154

154

OracleShopping Centre

READING(see separate map)

Henleyon-Thames

Sainsburys

154

Egypt

Cr

Tesco

A4

A339

A339

4

5

A34

0

44M4

A329

A4

ggggR e a dR ee a d i ne a de a dd i ni ne a d nnnehhhhhB o r o u gB o r o u gB o r o u gB o r o u gB o r oo r oBBBB o r oB o r o uu gggB o uB o uu

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12

Battle HospitalBattle

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4

5

Agricultural ResearchCouncil’s Field Station

Donnington

104

104

2

2A

NEWBURY

NEWBURY and THATCHAM(see separate map)

2

2

2A2

2A

2A

2A

2A105

2A2

2

2A2

To Harwell Business Centre

Old Kiln

HarpsdenCourt

NatureReserve

Snelsmore CommonCountry

Park

StratfieldSaye

House

TheMount

HenleyPark

FawleyCourt

Thatcham Nature Discovery

The Corn Exchange

Vue CinemaWest Berkshire Museum

Highclere Castle

Wellington Country

Park

Wayland’sSmithy

Long Barrow

White Horse

Uffington Castle

Alfred’sCastle

AshdownPark (NT)

Roman Villa

WatermillTheatre andRestaurant

WelfordPark

Lambourn TrainersAssociation

Mus

ArdingtonHouse

CraftComplex

Donnington ValleyGolf Club

Castle

GrimsburyCastle

NewburyRacecourse

MidghamPark

BuckleburyFarm Park

The LivingRainforest

Maharajah’sWell

BasildonPark

BealePark

CoomePark

MapledurhamHouse andWatermill

HardwickHouse

HexagonThe Riverside Museum

Museum of Reading

EnglefieldPark

CallevaRoman Town

FalklandMemorial

Greenham & Crookham Common

ShawHouse

KennetHorse BoatCompany

Roseof Hungerford

SandhamMemorial Chapel

Didcot Railway Centre

Woolstone

Baydon

LittleHeath

Membury

UpperLambourn

Whittonditch

ChiltonFoliat

Froxfield

Chisbury

LittleBedwyn

Bagshot

GreatBedwyn

Shalbourne Ham

Inkpen

Kintbury

West Woodhay

Combe

Oxenwood

HungerfordNewtown

SheffordWoodland

GreatShefford

Weston

EastGarston

Eastbury

Lambourn

SouthFawley

Fawley

Wantage

Welford

NorthHeath

Winterbourne

Wickham

Boxford

HoeBenham

Bagnor

Halfway Speen

MarshBenham

HamsteadMarshall

Holtwood

Enborne

CrockhamHeath

Ball Hill

TheMount

WooltonHill

Penwood

Highclere

Newtown

Burghclere

Bishop’sGreen

Headley

Pigeon’sFarm

Chieveley

Curridge

Beedon

Bothampstead

LittleHungerford

Hermitage

HampsteadNorreys

Stanmore

EastIlsley

Compton

WestIlsley

Chilton

WestHagbourne

Upton

Didcot

EastHagbourne

AstonUpthorpe

cum Sotwell

Blewbury

SouthMoreton

Cholsey

Aldworth

Moulsford

Goring

Yattendon

AshampsteadGreen

Ashampstead

UpperBasildon

Frilsham

Marlston Farm

StandfordDingley

Southend

ChapelRow

UpperBucklebury

Midgham

UpperWoolhampton

Woolhampton

Beenham

LowerPadworth

Bradfield

Englefield

Theale

Sulham

Tidmarsh

Pangbourne

HillBottom

LowerBasildon

Woodcote

CrowmarshGifford

NorthStoke

Hailey

Ipsden

Wallingford

Nuffield

Nettlebed

LowerHighmoor

Highmoor

StokeRow

Checkendon SatwellShepherd’s

Green

RotherfordPeppard

SonningCommon

Kidmore End

Mapledurham

TokersGreen

Caversham

Tilehurst

Church End

CalcotHorncastle

Burghfield

BloomfieldHatch

Grazeley

ShinfieldThree MileCross

Spencer’sWood

LoddonCourt Farm

BeechHill

StratfieldMortimer

Streatley

Arborfield

ArborfieldCross

W

New Town

Sonning

Charvil

DunsdenGreen

BinfieldHeath

LowerShiplake

Shiplake

LowerAssendon

FawleyBottom

Fawley

H

Thatcham

Hungerford(see separate map)

Clapton

AstonTirrold

Whitchurchon-Thames

EastGrafton

Bucklebury

Cold Ash

GoringHeath

Ramsbury

Aldbourne

Wilton

EmmerGreen

StratfieldSaye

To BasingstokeTo BasingstokeTo Andover

To Marlborough

To West Grafton

To Marlborough

To Swindon

To Swindon

To Wallingford

White Horse Hill

UffingtonDown

Odstone DownHill

PitDown

WellbottomDownOdstone

Down

Sparshot DownCrowhole Bottom

Hackpen Hill

FognamDown

GreenHill

HaycroftHill

LambournWoodlands

BrickkilnCopse

CombeHill

WalburyHill

InkpenCommon

HaghurstHill

Wyld CourtHill

Pike’sHill

ApplepieHill

ComptonDowns

ChurnHill

BlewburtonHill

HarwellField Chosely

Hill

ArdingtonDown

East HendredDown

LandsEnd Knollend

Down

ParkHill

HornDown

WindmillHill

WindmillHill

PortHill

NuffieldCommon

A417

A417

A417

2

2

2

2

To Kingsclere

14

To / FromBramley & Basingstoke

15

14 15

14 15

14 15

90

95

Kennet & AvonCanal Information Centre

B

A

542 3

A

B

1

C

D

E

1 32 54 6

C

D

76

E

4

4

4

95

95

95

95

90

90

90

90

Flexibleroute 90

82

82

4

Lambourn

90

95

82 90 95

4

4

7

4

474 82

95

28

1 2 3 4 5 kms0 km

1 2 3 miles0 milesScale

The map is reproduced from Ordnance Survey material with the permission of Ordnance Surveyon behalf of the controller of Her Majesty’s Stationary Office. © Crown copyright.Unauthorised reproduction infringes Crown Copyright and may lead to prosecution or civil proceeding.West Berkshire District Council. Licence No 100024151

emoorake

M4

A329

18

MEADWAY TILEHURST RD

SOUTHCOTE

LAN

ELANGLEY

HILL

OVERDLO

NG LA

NE

OXFOR D

OXFORD RD

HILDEN

’SDRI

VE

NORCOT RD

WINTRINGHAM WAY

104

1101

74

74

74

132

105

28

33A

33

33A

28

101 105

174

142

28

132133 142

16

1628

1628

28

16

132 133 142

33 33A

28 33 33A

1

101

101

28

142

101105

101

18

MEADWAYY TILEHURST RD

SOUTSOUTHCOTE

LAN

E

RD

DD

OOXXFFOORRDD RRDD

NORCOTOORD

WINTRINGHAM WAY

WW

33

33A

281

74

28

132133 142

16

28

16

132 133 142

33 33A

28

142

DDD

W

CivicCentre

ChazeyWood

Royal Berkshire

12

Hospital

Hospital

154

OracleShopping Centre

READINGSainsburys

17

17

17

17

MapledurhamHouse and Watermill

HexagonThe Riverside Museum

Museum of Reading

d

LittleHeath

eld

Theale

Tidmarsh

Pangbourne

Mapledurham

Caversham

Tilehurst

CalcotHorncastle

ChurchendChurch End

Tilehurst Triangle

Turnhams Farm

EmmerGreenPurley

133

Purley P.O.Calling

SainsburysCalling

Reading Town Centre

Terminating

1

132133 142

74 101105

26

104

26

1 2 17 26 28

74 132 133 142 154

2A22A

18 18

18

18

262 2A

18

18

18

26

18

104

22A

26

104

104

104

15

15

15

15

101104 105

105

To Hampstead Norreys /East Ilsley

To Penwood

To Basingstoke

To Hungerford

To Hungerford

To Lambourn

To Brightwalton

FromChieveleyTo Bagnor

To Bradfield& Reading

To Reading

SUTTONROAD

LAMBOURN RD

OLD BATH RD

ENBORNE ROAD

River Kennet

Kennet & Avon CanalWestern

End

LONDON ROAD

OXFO

RD

RD

LONG

LANE

LOVE LANE

Newtown

Wash Water

WashCommon

GreenhamBusiness

Park

Kennet & Avon Canal

River Kennet

Shaw

Speen

Greenham

SAN

DLEF

ORD

LIN

K

WEN

DAN RD

ANDO

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OAD

NEW ROAD

NEW

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ANDO

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ELIZ

ABETH A

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ALLE

Y RD

MONKS LANE BURY’S BANK ROADPINCHINGTON

StroudGreen

GREENHAMROAD

ROADHAMBRIDGE

LONDON RDLOWER

WAY

ROADKILN

TescoSuperstore

LakesideBowling

Club

FalklandMemorial

West BerksCommunity

Hospital

To Tadleyand Calcot

Newbury

Thatcham

CASTLE GROVE

Pigeon’sFarm

BATH ROAD

WESTFIELD RD

HEAT

HLA

NE

FLORAL WAY

LONDONROAD

LANE

PARK

LOWER WAY

PIPE

RSW

AY

STATION ROAD

NewburyCollege

Rockingham RdSt. George’s AveGreen LaneCraven RdBartholomew Rd

via

Thatcham Broadway

LANE

To Andover

ThatchamStation

To Woolton Hill

To Burghclere

To Burghclere

7

The Link

X2

X2

4 4 X2

107101

101

101

101

104, 105

13

13 13

95

1016 107

3A

3C

3A

3A/B/C 3A/B/C

C23/24

C23/24

3CC21/24

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3B

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C23/24

6

101

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C21/2

104

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/22

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222

222

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C21/22

4

Newbury Bus Station6A4

102

12

3A 3C3B

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Newbury P.O. 95

107 C21-24101 104

3B

3B

104

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6A6

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102

1

11

12

12

101

610

76A

7

7

7 8

7 87

8

78

7 8

7 8 78

104

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95

95

7

To Bishops Green 103

103

103

103

1

1 101104

102

102102

102

102

102

102

102

104, 105

104, 105

104

1

105

105

105104105

101104

100

100100

100

100

100

F1289 Public Trans Guide 2010 v7:Travel Guide 11/11/2010 16:37 Page 2

Vertellus BiomaterialsUnit 3 The BullpensManor Court, Herriard,Basingstoke, Hampshire, UKRG25 2PH

t: +44 (0) 1256 381951f: +44 (0) 1256 381274e: [email protected]

Forclinically proven biocom

patibility

Mode of Action

Invariably, when a medical device is placed in the body it results in an immediatedefence response involving the deposition of host proteins onto the surface of thedevice. These proteins can become irreversibly bound to the surface, adopt activeconformations and trigger the adhesion of cells through interaction with specific cellularreceptors. This inflammatory response is part of the foreign body reaction, a process throughwhich the body attempts to protect itself by ultimately encapsulating the implant. Byinhibiting the initial irreversible adsorption of proteins, PC materials can suppress adversetissue reaction to such implants.

Protein Interaction

For clinically proven biocompatibilityContact us at: [email protected]

More information at: www.pcbiomaterials.com

2

Many of these benefitshave been established inthe clinic through FDAclaims and there arenumerous reportsdetailing the results fromclinical and in vitrostudies, some of whichare detailed here.

The following table summarises how the features of PC materials translate into expected benefitsfor devices incorporating them:

PC Technology FeatureReduced protein adhesion/activationReduced blood activation

Reduced bacterial adhesion and biofilm formationReduced inflammatory response

Hydrophilic/lubricious coatingsDurableNon-toxic and bio-inertDrug delivery

BenefitIncreased biocompatibility Reduced risk of thrombusPotential reduced use of anti-coagulants Reduced risk of infection

Reduced risk of fibrosis/rejectionIncreased patient comfortImproved comfort, ease of use Prolonged device effectiveness Rapid regulatory approval Step change in device performance

Features and Benefits

On the left it is shown how a proteinmay interact at the surface of a foreignmaterial. After ‘passive’ adsorption, theprotein may become permanently boundto the surface, adopting a conformationthat influences the nature of subsequentcellular interactions. This can result in theformation of a blood clot, inflammatoryreactions and fibrosis. In the case of a PCcoated substrate (right), the protein canstill interact with the surface but it is nowenergetically unfavourable for the watertightly held around the PC headgroup tobe displaced and thus irreversible bindingof proteins is inhibited. By reducing the

level and nature of activated proteins at the surface, the binding and activation of platelets andinflammatory cells is reduced as is the adhesion of bacterial cells and subsequent biofilm formation.

PC TECHNOLOGY™ Properties

G1160 Vertellus Inserts 2011 v9:Layout 1 02/08/2011 15:18 Page 2

Biofilm ResistanceBlood Compatibility

The PC group carries both a positive and negative charge but is overall electrically neutral. The zwitterionicnature of the PC group results in it being highly polar and having a natural affinity for water. Consequently,materials that incorporate the PC group are surrounded by a tightly held layer of water that effectively masks thesubstrate to which it is applied, providing a biological “non-stick” surface that resists protein and cell adhesion.

The chemical structure of thephosphorylcholine group showing thepositive and negative charges and theoverall charge balance.

PC Biomaterials when used as coatings on medical devices or in the form of a bulk material, in a contact lens, forexample, can significantly improve clinical performance. The benefits are demonstrated through 3 FDA allowedlabel claims.

For clinically proven biocompatibility

Diagrams of PC Polymer...

...in solution

hydrophobicdomains

hydrophilicPC groups

polymerchain

Contact us at: [email protected] information at: www.pcbiomaterials.com

What is PC and PC TECHNOLOGY?

...and conformation when applied to asurface

hydrationshell

multipoint attachmentsto surface

1

PC TECHNOLOGY™

The Value of PC Technology

FDA-cleared claim:“...May provide improved comfort forcontact lens wearers who experiencemild discomfort or symptoms relatingto dryness during lens wear...”

FDA-cleared claim:“...PC coating aids in the preventionof thrombus formation on theguidewire tip during short-termclinical usage...”

FDA-cleared claim:“...The coating has been shown tobe resistant to staphylococcalbiofilm formation and pseudomonalbiofilm formation...”

PC is short for phosphorylcholine, a chemical group found in naturally occurringphospholipids which are a major constituent of cell membranes. Thesephospholipids play a key role in determining cellular properties and interactionswith the surrounding environment.

PC Technology is a proprietary platform of materials containing phosphorylcholine, developedby Vertellus. These biomimetic materials build upon the body’s own chemistry but are totallysynthetic, allowing precise control over the purity profile, the molecular structure and avoidingany of the risks associated with animal derived materials. They can provide an elegant solutionto biocompatibility challenges for medical devices and can be tailored to specific applicationneeds. For example, PC materials are available as coatings, bulk materials, gels and solutions andproperties such as solubility, water content, elasticity and hardness can easily be varied. Severalof these systems have been successfully used to enable the controlled delivery of drugs.

Contact Lens Comfort

G1160 Vertellus Inserts 2011 v9:Layout 1 02/08/2011 15:18 Page 1

AFTER being an Involved Tenant for over 15 years, BarbaraMartin has decided to step down. She has seen many changes

during this time and has always been willing to help.

Barbara has worked with the Communications andCustomer Care Working Group for over 5 years and hasalways had a keen interest in the production of HousingMatters and has helped us to achieve the successful

Magazine we produce.

Barbara was presented with a bouquet of flowers from Simon Price, Head of Tenant Services.

We all wish Barbara a happy retirement.

Floss Watson, Editor

2

Letter from the Editor WE hope that you enjoyed and found the Winter Edition

interesting and informative. We have received numerous commentsin regard to the calendar, which we thank those people for takingtime to comment at such a busy time of the year:

• ‘Thank you for the calendar I was pleased to receive it’

• ‘Thank you for the calendar lots of information in it’

• ‘How much did it cost as we would like to do something like this from our department, a great way to inform people’

• ‘Great, thank you however could we have it delivered in October next year, as it helps when planning ahead’

• ‘The calendar was a nice surprise’ information in both Housing Matters and the calendar is great and we know so much more now’

• ‘The calendar was a welcome surprise thank you’

With regard to the costing and being best Value for Money theproduction of the calendar and the 32 page Housing Matters includingpostage, worked out at approximately £3.82 per household. It isimportant that all tenants are aware of what is happening with regardto the Services provided. From past experiences and surveys people donot like attending meetings for whatever reason, so Housing Mattersand the calendar are ways of ensuring all tenants receive information.This edition of Housing Matters informs you of the new remoteworking arrangements of staff since the closure of Waterford House.

It is paramount that all tenants are aware of what is happening withthe services provided by Tenant Services and feeding back anycomplaints, concerns and even compliments you may have as this isessential for staff and working groups to help improve the servicesprovided to you the customer. If you feel that you are not beinglistened to in regard to services provided by Tenant Services thenplease contact the Customer Care Officer on (0118) 974 3768.

To contact the editor direct please: Email: [email protected] Telephone (0118) 978 2494 Please leave a message and I will call you back.

Floss Watson, Editor

”

EDITOR BARBARA RETIRES

“ON 4th February 2011, JonDavies, Tenant InvolvementOfficer celebrated 20 years ofservice to Wokingham BoroughCouncil.

Jon started his career in 1991as a Sheltered SchemeManager at Sale GardenCottages. In 2007, Jonchanged roles and joined the

Tenant InvolvementTeam and enjoys thechallenges associatedwith this position.

Congratulationsto Jon forreaching thismilestone.

JON DAVIES 20 YEARSSERVICE

...STOP PRESS...INVOLVED TENANTSIn the New Year, Bill Evans and

Jen Challis stepped down asInvolved Tenants on the

Housing Management WorkingGroup. The Working Group and

Tenant Involvement Team wouldlike to thank Bill and Jen fortheir continuous involvement

over the last few years.

G1022 WBC HM SPRING 2011 v8_Housing-Matters 22/03/2011 17:03 Page 3

news events opinion competitions

Housing MattersSPRING 2011

The proposed reforms in theconsultation were;• Tenancies and successions• Affordable rents• Allocation of Social Housing• Mobility of social tenants• Homelessness• Council Housing Finance

As part of this consultation thecoalition government is using theLocalism Bill 2010 to change theway council housing is financedwith a proposed start of April2012. Wokingham BoroughCouncil has argued this issomething that the governmentshould have done for many years.However, before the changesoccur Wokingham BoroughCouncil will give £5.6 million ofrent collected in 2011/2012 back togovernment to distribute to othercouncils, this equates to 44% ofrent collected, an increase of£865,000 on last year.

On the 1st February 2011 thecoalition government publishedimplementing self-financing forcouncil housing. This documentlet local authorities know howmuch each stock retainingauthority would have to pay forits stock of 2724 properties.Wokingham Borough Council areexpected to take on a debt of100.4 Million.

The document can be found athttp://www.communities.gov.uk/documents/housing/pdf/1831498.pdf

In the next edition of HousingMatters I will update you on nextsteps and progress of thisimportant issue for council tenantsacross England. If you have anyquestions please contact SimonPrice on (0118) 974 3775,Maureen Ford or other involvedtenants on (0118) 978 2494.

IN THIS ISSUE...

Tenant Services Move…page 3

Rent and Service ChargeUpdate 2011…page 4

Working Group Updates…page 10-11

PCSO’s …pages 18

Rubbish and Recycling…page 22

THE Coalition Government announced its consultation on local decisions:a fairer future for social housing on the 22nd November 2010 withinterested parties being asked to respond by the 17th January 2011. I am pleased to let you know Wokingham Borough Council responded andwas able to include in its response comments from the Tenant ServicesTenant and Landlord Improvement Panel. This panel is made up of Involved Tenants and councillors. A full copy of the consultation can be found athttp://www.communities.gov.uk/documents/housing/pdf/1775577.pdf

HOUSING REVENUE ACCOUNTUPDATE FAIRER HOUSING CONSULTATION

G1022 WBC HM SPRING 2011 v8_Housing-Matters 22/03/2011 17:03 Page 2

How to find the best bus ticket for you

Readingbuses

bus times & other infowww.reading-buses.co.uk0118 959 4000

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CentralReading

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G1234 RBuses How To Llt AW_Layout 1 28/09/2011 15:41 Page 2

Contact

Jim SimpsonDrama in Diversity4 Scalford RoadEastwellMelton MowbrayLeicestershireLE14 4EJ

Our missionBuilding happy and

trusting relationshipswithin and between

communities by usingthe performing arts toentertain and inform,

educate and celebratediversity. Essential to

our mission is having adiverse membership of

our group, bringingtogether a range of

experiences,perspectives and skills

G1279 Diversity DL v2_Layout 1 13/12/2011 14:42 Page 1

Information for organisations

We can help your organisation enjoy thebenefits of diversity and get teamsworking better together byunderstanding the perspectives of othersand the issues they may be facing. Forstaff training with a big difference, teamawaydays, management developmentdays and corporate or local conferences,contact us to talk about what we cando for you.

Information for individuals

Ever wanted to get involved withperforming arts?

Would you like to have a go at acting,scriptwriting, directing, lighting , sound,costume, props, prompting, scenery,marketing or publicity?

Contact us to arrange to come alongand meet the group.

What we are about

Drama in Diversity is a voluntary sectorgroup formed when a number of individualscame together who are passionate about theperforming arts and encouraging the widercommunity to welcome and enjoy thediversity that we are fortunate to havewithin Nottinghamshire.

The serious side of our work is our aim toprevent hate crime and anti-social behaviourby delving deep into the causes of suchbehaviour. Prejudice and discrimination areseated in ignorance about people who aredifferent to ourselves. The starting point forpeople to live together and work together inharmony is getting to know each other andunderstanding their views and way of life.We believe that attitudes can changethrough understanding each other’sproblems and stresses, which often chimewith our own. We also believe that drama isa powerful medium for promoting theunderstanding.

Members of Drama in Diversity write,produce and perform short plays that conveyunderstanding, or provoke questions, orchallenge audiences to question their ownunderstanding. Therefore we are able todevelop plays or short items that relate towhatever issues are important for theorganisation that asks us to perform.

Our vision is of thecommunity at large enjoyingand treasuring the diversity

that exists across it, withgroups communicating witheach other, understanding

and trusting each other, andbuilding ever better

relationships between eachother.

Our vision

G1279 Diversity DL v2_Layout 1 13/12/2011 14:42 Page 2

Brasserie ‘Buffet & Bop’Saturday 3rd, 10th & 17th December8.00pm - 12.30pm£22.95 per person

How to Make a Booking

• Phone our Christmas Planner on 01256 362211 or email [email protected] to check availability.

• A provisional booking will hold your places for 5 days.

• A non-refundable deposit of £10 per person will then be required to confirm your booking. This is payable at Beechdown reception or over the phone.Credit card/debit card & cash payments accepted. NO cheque payments accepted.

• Full payment 21 days prior to the event date.

Tel: 01256 362211Email: [email protected] Web: www.beechdown.co.uk

Terms & Conditions

Provisional Bookings - Beechdown will hold places for up to 5 days to allow customers time to forward confirmation.Confirmed Bookings - Customers must confirm all provisional bookings in writing with a deposit of £10 per place. This is a non-refundable deposit. If provisional bookings are not confirmed after 5 days Beechdown reserves the right to cancel them.Final Payment - This is payable no later than 21 days before the event. Payment to be made by credit/debit card or cash. We do not accept multiple payment methods. We do not accept cheques.Final Numbers - Confirmation of final numbers together with all details and any special requirements (e.g. dietary) are required 21 days prior to theevent, otherwise Beechdown may not be able to accommodate them.Late Bookings - Bookings taken after 20th November must be paid in full by debit/credit card as a single transaction.Cancellation Policy - Beechdown’s cancellation policy is as follows: Cancellations received prior to 42 days before the event will lose the deposit. This may not be used to subsidise the rest of the party. Places cancelled within 21 days of the event will be charged at full cost.

2011We love Christmas so much at Beechdown that this year we have two shared party options – welcome to the more informal Brasserie‘Buffet & Bop’.

A wonderful festive buffet in more intimate surroundings. Still with a great party atmosphere and dancing to our resident DJ. This festive evening is a real winner and the Beechdown magic will ensure that everyone gets into the Christmas spirit.

Menu

Stone baked Pizza with Buffalo Mozzarella &

Vine Tomato

Roasted Vegetable Mini Kebab

Festive Spiced Chicken Skewer

Cajun Potato Wedges with Sour Cream &

Chive dressing

Homemade Sausage Rolls

Crudités with a selection of dips

Assorted sandwiches to include Turkey & Cranberry

Mini Yorkshire Pudding with Roast Beef &

fresh Horseradish

Pigs in Blanket

Turkey Caesar wraps

Smoked Salmon & Cream Cheese Canapés

Tiger Prawns with Sweet Chilli Dipping Sauce

FromNewbury

FromAlton

M3 FromLondon

HatchWarren

BasingstokeRing Road

FromReading

Chineham

OldBasing

M3 J6

B3046

A30

A339

A30

A33A340

BASINGSTOKE

M3 J7

M3

WinchesterRoad

New

for

More than you were expecting, for le ss than you expected

Christmas Parties 2011

G1101 Beechdown Xmas 6:Layout 1 07/06/2011 08:54 Page 1

Dear Guest,After a fantastic Christmas in 2010 with a record number of party goers, we are pleased to be able to offer you the same value for money package as last year, plus more.

Beechdown is well known for its friendly service, fine food and great hospitality. There’s no better time to visit us than at Christmas when our rooms are lavishly decorated.

It’s quick, easy and convenient to join one of our popular party nights, with all the arrangements and ambiance laid on for you.

We take care of everything....whether you need one table or ten; you are assured of a great night.

We hope to have the pleasure of your company.

Ian MinorsManaging Director

Beechdown for all your Celebrations & OccasionsBeechdown is ideally located on the main A30 midway between Basingstoke and the M3 and provides awonderful setting for social celebrations of all kinds – from formal weddings to casual barbecues.

The main banqueting suite comfortably seats 130 for dinner dances and benefits from an adjoining air-conditioned dance floor plus a large terrace overlooking landscaped gardens.

Hosts and their guests enjoy excellent service and exquisite cuisine. Beechdown understands the importanceof fine food and complementary drink and our Head Chef has created a tempting array of menus which, onrequest, can be tailored to suit individual tastes.

Whether a small gathering or a large celebration your enjoyment of the occasion is always our prime concern.

Brasserie Private HireOur Brasserie Restaurant is available for private hire for Christmas Parties/functions every Saturday from 8pm.For further details and availability please contact our Christmas Planner on 01256 362211.

B eechdown for all your Business Meetings & ConferencesBeechdown is a stylish venue for corporate meetings, presentations and hospitality.

The self-contained suites cater equally well for large conferences as they do for the smallest meeting, whilstdelegates and presenters benefit from 21st century features including wireless broadband, air-conditioning &built in AV systems.

Our in-house kitchen brigade has built up an enviable reputation for quality cuisine and is well versed incatering for different dietary requirements.

Party NightsOur Christmas host will greet you upon your arrival from 7.15pm. Yoursumptuous three course dinner will be served from 8.00pm. Then dancethe night away to Beechdown’s popular resident DJ until 12.40am.

Whatever the size of your group, we have the ideal venue to make yourevent memorable. You can spoil your family & friends, colleagues or clientsat one of our party nights.

We can seat 135 party goers each evening in our Beech Suite. Private useof our adjoining Willow Suite with its own private bar is also available at noextra charge (minimum numbers 25/maximum 40 guests).

Menu

Roasted Red Pepper & Tomato Soup garnished with Herb Croutons

~~~~~

Traditional Roast Hampshire Turkey with Homemade Chestnut Stuffing,

Bacon Wrapped Chipolatas, Cranberry Sauce and Red Wine Gravy

or

Roasted Butternut Squash & Sage Risotto with Pine nuts

All Served with Seasonal Vegetables and Roast Potatoes

~~~~~

Woodland Fruits Cheesecake

Available Dates & Prices

per person

November

Saturday 26th £ 19.95

December

Friday 2nd £ 26.95

Saturday 3rd £ 26.95

Thursday 8th £ 19.95

Friday 9th £ 26.95


Tuesday 13th £ 19.95

Wednesday 14th £ 19.95

Thursday 15th £ 26.95

Friday 16th £ 26.95


Monday 19th £ 19.95

Tuesday 20th £ 19.95

G1101 Beechdown Xmas 6:Layout 1 07/06/2011 08:54 Page 4

Stand up straight, push your shoulders down andback, and hold your head up. It's truly amazingwhat good posture does for a dancer.

Maggie Paterson’s top tips for getting ready to dance!

Perfect Your

Posture

Daily stretching will make your body muchmore flexible. A big goal in dancing is to makeeach move look effortless. The more limberyour legs are, the easier it will be to movethem. Make it a habit to stretch every day.

Stretch

F1201 Bayer Dance Passport 26th:Layout 1 28/07/2010 11:14 Page 7F1201 Bayer Dance Passport 26th:Layout 1 28/07/2010 11:14 Page 2

?

?iA guide to support and services inReading

G1158 RBC Street Guide:Layout 1 07/07/2011 14:15 Page 1

?

?i

32

Street Guide ContentsSleeping Rough pageSt Mungo's 6CIRDIC 7FAITH 7

Housing Advice and Accommodation pageRBC Housing Advice team 8Deposit Guarantee Scheme 8Social Services 9Garner House 9 Hamble Court 10 Launchpad 10 Salvation Army 11 Ability Housing Association 11Waylen Street 12Two Saints (Newbury) 12YMCA 13

Benefit and Claims pageJobCentre Plus 14Housing Benefit 14 Reading Community Welfare Rights Unit 15CAB 15

Health page Baker Street Clinic 16Reading Walk in Health Clinic 16Dental Access Centre 17 Reading CMHT 17 A&E 17Florey Unit 17NHS Direct 18Family Planning Clinic 18

Drugs and Alcohol Support pageAA (Alcoholics Anonymous) 19National Drugs Helpline 19NA (Narcotics Anonymous) 19Cranstoun Drug Agency 19

CJIT 20KCA 20CRI 20DAIS (CRI) 21RUF/CAST 21SOURCE(Young peoples drug and alcohol service RBC) 21

Women and Children pageBWA 22National Domestic Violence Helpline 22CIRWC 23Family Information Service (fis) 23Childline 23Alana House 23PACT 24RAHAB 24

Advice & Support pageHousing Support 25CCA 25No5 25 Mother Tongue 26RCRE 26Samaritans 26

Training & Employment pageJobseeker Direct 27Connexions 27Shaw Trust 28Reading Central Library 28 New Directions 29

Useful Telephone Numbers pageStonewall 30NHS Patient Advice 30Shelter 30Notes Telephone Numbers 31


76

Sleeping Rough

Sleeping Rough

There is currently no night shelter in Reading. If you find yourself with nowhere to stay you can get adviceand support from some of the agencies listed in this book. Some agencies may be able to help you leave the streets,advise you on where to get a hot meal, a shower and achange of clothing. They may also be able to help youaccess accommodation.If you have never slept rough before, then you may want toconsider the following advice: Try to eat hot food at least once a day-see below for free orcheap meals.Try to eat or drink something hot before going to sleep; thiswill help you retain body heat.Wear lots of thin layers and a hat in the colder weather.Try not to sleep directly on the ground, put newspaper orcardboard on the floor.Try to find somewhere sheltered, you may be safer with agroup of people rather that on your own.

If you are sleeping rough it is important that you contact StMungo’s as they will be your first point of contact forassessing your eligibility for accessing the services inReading.

St Mungo’s Reading Street Outreach Team0118 958 5002

[email protected]

www.mungos.orgOpening times: Monday – Friday 6am-9pm (shifts)Reading Street Outreach Team provides an outreach service onthe streets of Reading to help move people off the streets byproviding support, advice and referrals around housing, health,drug and alcohol use and relocation.St Mungo’s can assist with referrals into supportedaccommodation for people who are sleeping rough.Self-referrals, agency referrals and referrals by generalpublic/businesses. Via phone-call, agency referral form or byadvising a rough sleeper to attend a drop-in at:

CIRDIC: Mon, Tues, Fri 11am-1pmAlana House: Wed 1-3pmBaker Street Clinic: Thurs 12-2pm• Work with you to find appropriate housing• Work with you to get support for drug or alcohol use• Work with you to get help for other health issues• Help you back to your home area• Inform you of community groups or services that are best placed to help you

Churches in Reading Drop-in (CIRDIC)St Saviours Church Hall Berkeley Avenue, Reading RG1 6JT

0118 950 2536Mon, Tues, Fri: 10am – 3pmWeds, Thurs: closedSat: 6pm – 7pmDrop in centre offering a range of services including:• Hot meals• Access to showers, baths and clothes• Access to the telephone and secure postal address• Access to medical services and housing information• Nurse available once a week, times vary

Faith Christian Group79 Silver Street, Reading RG1 2SU

0118 987 2672

[email protected]

www.fcg.org.ukOpen access, no referral necessary• Tuesday to Friday 8pm – 9pm they offer soup, sandwiches,

coffees and teas and will often have some free emergency supplies such as blankets, sleeping bags and gloves.

• Sunday 5pm – 6pm parcels of dry food, sandwiches coffees and teas are handed out.

• Located at Hosier Street.

Sleeping Rough

＠

＠


G1265 Becket Wrist_Layout 1 04/01/2012 11:13 Page 1

1998

Bayerdemonstrates its

commitment to cropprotection byacquiring the cerealseed treatmentbusiness of Zeneca.

1999

Baby Bio becomes aBayer brand with

the acquisition of PBI�shome and gardenbusiness. Thefollowing year Bayeradds the Phostrogen

1999

Bayer becomes oneof the world�s

largest diagnosticcompanies when itacquires ChironDiagnostics,manufacturers of

2000

Bayer�s continuingstory enters the

new millennium,marketing 10,000products in 146countries andemploying over

2001

A cquisition ofAventis

CropScience.

2003

R eorganization ofthe Bayer Group

forming a holdingstructure withoperatingsubgroups andservice companies.

Project6:Layout 1 08/06/2011 13:12 Page 1

Largest selection of qualityChristmas trees in the area

Easy parking

A splendid array of Christmas decorations and foods

at Yattendon EstatesFREShEST RaNGE OF hOME GROWN NORdMaN FiR, NORWaY SPRUcE FROM FUllY SUSTaiNaBlE STOck

OPEN9.00am to 6.00pm Monday to Friday9.00am to 5.00pm Saturday and Sunday

Tel: 01635 203908www.yattendon.co.uk

Yattendon Estates Yattendon Berkshire RG18 0UY

4

In 2006 and 2008, Tenant Services conducted a survey to identify tenants’ priorities and areas for improvement within the service. All satisfaction figures in this section are based on these surveys. Whilst these statistics appear to be negative reading, Tenant Services aim is to resolve any out-standing areas of weakness and is striving to improve the service to tenants.

Feedback from Tenants was that Tenant Services must “get it right first time”.

Tenant Services will be carrying out a further survey to see if its tenants’ views have changed. These results will be available in March 2011 and will be used to improve your service.

Tenant Services, Wokingham Borough Council has produced this report for its tenants. Tenant Services own around 2,771 homes for rent and these are spread throughout the borough with approximately 70% concentrated in Wokingham, Shinfield, Woodley and Finchampstead areas. There are approximately 300 sheltered properties for the older person, which TenantServices also owns and manages.

The regulator for housing, the Tenant Services Authority (TSA) requires us to produce an annual report for tenants.This is our first annual report which gives an honest and open view about how well Tenant Services are doing against the TSA standards for:

1. Tenant involvement and customer care 2. Home – maintaining your home 3. Neighbourhood and community – looking after your neighbour hood and communal areas 4. Tenancy – allocating and managing homes 5. Value for money

We will let you know what we are doing to tailor agreements locally; these are known as local standards, and how well we meet these standards is checked by the TSA. The local standards must be in place by March 2011, and we will work with tenants through local events, neighbourhood “graffiti walls” and the website to develop them.

WHO IS this report from and for?

WHAT IS this report about?

HOW WELL are we doing?

Ten

ants S

ervices An

nu

al Rep

ort 2

011

5

They would like to see the Response Cards for repairs re-introduced

Working with the Repairs and Maintenance Working Group and our contractor to see if this can be done

Continue to keep tenants informed on its progress

They had concerns about the increase in complaints

Identifying specific complaints and looking at ways to improve this

Review the complaints procedure and will be monitored by the Working Groups

Walkabouts are a good way to highlight issues in a specific area

Working with tenants andoutside agencies to organise walkabouts

Continue to increase the number of walkabouts acrossthe borough

Ten

ants

Ser

vice

s A

nn

ual

Rep

ort

20

11

The TSA require for Tenant Involvement and Customer Care is to: Understand the needs and aspirations of our tenants and ensure they are reflected in our service. It is also to look at our customer service and choice available to tenants as well as how efficiently our complaints are dealt with.

Tenant Services listen to tenants through Surveys, Annual Events, Working Groups and responding to feedback i.e. compliments and complaints.

Tenant Services received 99 complaints last year – 5 more than in 2008/2009. The majority of the complaints were about the day to day Repairs and Maintenance Contractor (32% of complaints) and inadequate communication across Tenant Services (27%).

Tenants’ overall satisfaction with the service declined from 77% in 2006/2007 to 70% in 2008/2009. Tenant Services met with tenants in June 2010 who had made a complaint in the last year and to identify why satisfaction with the service has decreased. The main reasons for low satisfaction were the lack of communication, lack of responsibility andTenant Services not appearing to be open, honest and transparent. The quality of the service was open to criticism from tenants and Tenant Ser-vices are now working to address these outstanding issues and will be conducting a review of the complaints procedure before March 2011.

The percentage of tenants who feel that their views are taken into account has almost doubled since 2006, from 28% to 54%.

Tenants saidWhat Tenant Services

is doingTenant Services

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