Issue one 2019 · paying your rent, checking your balance, downloading past statements and changing...

Issue one 2019 | newsextra 1

newsextraImportant news advice and information for customers of South Staffordshire Housing Association

ldquoWe didnrsquot know where to turnrdquo

page 7

Issue one 2019

Customer honoured in Dyslexia Awards page 3

Ready steady GROWpage 12

New rapid response triage repair service page 4

Rapid response team

2 newsextra | Issue one 2019

I hope that you enjoy the latest issue of News Extra Itrsquos a great read with all the latest news about our new digital services Wersquore making it possible for you to do more online including paying your rent checking your balance downloading past statements and changing your details

You will also find information about the difference we have been able to make to communities by supporting local projects developing affordable housing and creating apprenticeship opportunities for young people

Our customers make a difference too We always enjoy hearing about inspirational tenants like Michael Ratcliffe who has worked tirelessly to improve the lives of people who like him have a learning disability

Jan Goode Neighbourhoods director

As chair of the Homes board I am very proud of the work that SSHA and Severnside Housing do to improve the lives of people and communities in this area I see it when I visit the association offices talk to the people who work there and when I meet our customers I hope that you can see that too reading this magazine

This is an exciting time for us with the possibility that we might join with our neighbours Stafford and Rural Homes to form a larger Group able to do more in Staffordshire and Shropshire

You will remember that we wrote to you in February to seek your feedback about our potential merger I would like to thank the 67 customers who took part in this consultation Responses were largely positive and we will listen carefully to your views when deciding whether to move forward to create a new housing group

If the board agrees to take the next step towards merger we will contact you again to invite you to take part in the formal consultation process

Peter Phillips Chair Homes board

The apprentices yoursquore hiredFourteen apprentices and trainees met our chief executive Sarah Boden for a catch up about their progress before gathering for a photo shoot

We have been actively recruiting young people in our repairs and maintenance team Property Plus

The apprentices whose length of service ranges from a few months to over three years work in a number of different roles across the two counties including plumbing electrical gas engineering multi trade and administration

After recognising that our repairs and maintenance team has an ageing workforce we launched the Construct Your Career campaign to attract more 18-24 year olds

Advertising on social media and in newspapers saw around 70 people registering their interest resulting in five apprenticeships and one traineeship

Residents of the Yew Tree Court retirement living community in Shifnal have been celebrating the arrival of new garden furniture bought with the support of a generous grant from the Much Wenlock Forester Charitable Trust ldquoResidents really enjoy getting out of their homes and meeting neighbours in the garden Our old furniture needed replacing and now we canrsquot wait for the sunshinerdquo said retirement living officer Toni Roberts

If you live in one of our retirement living communities and yoursquod like to improve the facilities you use to socialise talk to your retirement living officer to see if any grant funding is available for your project


Coming soonBe the first to register for our new online services Pay your rent check your balance download past statements and update your details ndash all online

You asked us to deliver more digital services and this is just the beginning

Yoursquoll need your tenancy reference number (included on your rent letter) and an email address to register

Visit wwwsshacoukmy-account to find out more

You will be able to pay your rent online by Direct Debit standing order PayPoint or by telephone

NEW Manage your tenancy online

Shining Star honoured in Dyslexia AwardsWe are incredibly proud of the part that our customers play in local communities Supporting vibrant thriving neighbourhoods is very important to us and we know that our customers make a huge contribution to their own communities through work as carers nurses fire officers and paramedics and by volunteering hundreds of hours every year as sports coaches fundraisers and school governors

Harlescott resident Michael Ratcliffe is one of our unsung heroes

Michael has worked tirelessly to improve the lives of people who like him have a learning disability Selected from applicants across the country he is part of an advisory group helping NHS England improve its services for people with learning disabilities or autism and their families He also works with local and regional police on issues including disability hate crime the treatment of vulnerable people in custody suites and the employment of staff with Down syndrome His involvement as an advocate and campaigner for change has

taken him to Denmark and Luxembourg

ldquoMany years ago I saw people with mental health conditions and learning difficulties coming out of long-stay hospitals and struggling to adapt to life in the community They would often be medicated confused and frightened of returning to hospital I felt that there should be more support available and wanted to helprdquo

Michael got involved locally at first eventually working closely with the Department of Health as co-chair of a national forum for people with learning disabilities He also contributed to the influential government white paper Valuing People setting out a new vision for learning disability including ending the long-stay hospitals which had so concerned him as a young man

Our congratulations go to Michael who was recently

presented with the Shining Star trophy at the Dyslexia Awards

ldquoHaving a learning disability made me who I am itrsquos part of my DNA I donrsquot let it define me though Itrsquos not about your disabilities itrsquos about your ability and my ability was to make a difference Irsquom really thankful that young people with learning disabilities and autism now have far greater expectations opportunities and ambitionrdquo

Read more about Michael in his own words wwwhousingplusgroupcoukmichael-ratcliffe

Michael Ratcliffe winner of the 2018 Dyslexia Awards Shining Star Adult Award (left) is pictured receiving his trophy from

Paul Shuttleworth of sponsor True Potential Hypnotherapy

copyMichael Wilkinson ndash infocus Photography 2018

Turning your feedback into actionRapid response triage repair service delivers speedy resultsAs a direct result of your STAR survey feedback we have launched a new rapid response triage repair service that ensures all emergency repairs are dealt with as swiftly and efficiently as possible

Originally part of a pilot project the new rapid response triage repair service represents a very significant change to our responsive repairs service

Phase one of the project focused on emergency and urgent repairs Just like a nursing triage when you call us to report an emergency or urgent repair our experienced triage teams based in Shropshire and Staffordshire will diagnose your repair give it an appropriate classification and book in the job If your repair is categorised as an emergency or urgent repair it will promptly be passed to our new rapid response team

The team which is dedicated to dealing with these crucial repairs will be dispatched out to you in their new rapid

response uniforms and vans All emergency repair jobs are dealt with within four hours and all urgent within four days

Phase one of the project was such a success that phase two managing repairs that take approximately one hour to complete along with extended operating hours of 830am ndash 6pm was introduced at the end of 2018

Property Plus assistant director Andrew Kenny explains why the new initiative is proving such a great success

ldquoThe new service is very popular with customers as our experienced triage teams are using their extensive knowledge and expertise to accurately classify the repair The rapid response teams are then quickly dispatched with a real insight into the job enabling them to deal with it as quickly and efficiently as possible

ldquoFeedback also tells us that customers particularly like that the majority of repairs are

completed during the first visit and should a follow-up appointment be needed a return visit is arranged there and then

Rapid response team

ldquo110 mdash service was very quickrdquo

ldquoVery satisfied - great service - great workman - fixed straight awayrdquo

Did you know that when we install new gas central heating to a home Morgan Lambert carry out a gas safety audit

Customers who give access to their home for this work to be done are entered into a quarterly prize draw Up for grabs is a pound50 shopping voucher

Pictured is recent lucky winner Mr Cormie from Featherstone and Morgan Lambert consultant Chris Inskip

Shopping voucher up for grabs WINpound50

You can find out more about our repairs and maintenance service and access useful customer information leaflets by visiting our website ndash wwwsshacoukrepairs


You can view full details of our ground maintenance service commitment at wwwsshacoukgardening-services

Grounds maintenance winter programmeAt the end of the peak summer season the grounds maintenance team started carrying out gutter clearing and repairs at our retirement living schemes

They will also support our repairs and maintenance teams during the busy winter period ensuring that all of our resources as used as efficiently and cost effectively as possible


Reporting a repairTo request a general property heating

or hot water repair please call our customer services team on

01785 312000

Repairs to your homeEvery year we spend over pound20 million repairing maintaining and improving homes across the Group

Repairs are an important part of looking after your home Sometimes repairs are necessary because of general wear and tear or because things go wrong and need a little extra attention

Top tips for getting the most from our repairs service

Before you call us to report a problem always take a look at the repairs checklist to make

sure the job falls under our responsibility You can find a copy on our website wwwsshacoukrepairs

Please make a note of the job reference number raised by our customer services

team If you have to call us back about a repair quoting the reference number will allow us to easily access details about your repair

If you are reporting a heating repair please donrsquot forget to tell us whether you have gas

or electrical heating

If you are no longer able to be home for an appointment please let us know so we can

free up the slot for someone else who is waiting If yoursquore out when we call wersquoll leave a card with instructions on how to rebook your appointment

On the day of your appointment please make sure that we are able to gain access to your

home to carry out the work Anyone authorised to enter your property will carry an identity card Always ask to see it before letting callers in and be aware that there may be bogus callers operating in your area If you have any concerns please call us on 01785 312000 to confirm their identity

Please clear any area our operatives might need to access to undertake the repair

Please make sure therersquos a responsible adult over the age of 18 at your home when we

arrive ndash if therersquos not we wonrsquot be able to carry out the repair and you will have to rebook the appointment

We monitor the quality of repairs and carry out satisfaction surveys on a number of

completed repairs to make sure the work has been done correctly and to an acceptable standard If we contact you for feedback please take part

Reporting a meter cupboard repair

For gas meter cupboard repairs please call our customer services team on 01785 312000

For electrical meter cupboard repairs please call Western Power (even if they are not your provider) on 0800 096 3080 If they are not the distributor for your area they will advise you who is

For communal area gaselectrical cupboard repairs please call our customer services team on 01785 312000


Making alterations to your homeShould you wish to carry out any alteration to your home you need to seek our written permission before starting any work If approval is granted for the alterations to be carried out we always check that the work has been undertaken correctly by a qualified and competent contractor and complies with current standards

Unfortunately there have been a number of incidents recently where customers have made alterations to their home without our permission which has led to them putting themselves their family and neighbours in danger

How do I request permission to make alterations to my homeYou need to complete our request for permission to carry out alterations form which can be found on our website along with guidance notes

What alterations do I need to get permission to do

Building an extension to your property including adding a conservatory or porch

Erecting a shed or green house

Installing a new bathroom or kitchen

Removing or installing an electric gas or open fire

Installing a Sky dish TV aerial CCTV or burglar alarm

Changing internal or external light fittings

Installing a large stove style cooker which means a kitchen cupboard may need to be removed

Removing kitchen worktops to make room for a fridge or cooker

Installing a new driveway or dropped kerb

Changing internal doors

What things do I need to remember You are responsible for any repairs to the

improvements you make

If you move out you must either leave any improvements or put your home back to its original condition

Please allow 4ndash6 weeks for a response You must not start work until you have received written permission

You must make sure that the work is done properly and safely using a competent contractor and obtain the necessary compliance certificates

Should you carry out alterations without our written permission you will be in breach of your tenancy agreement

Work undertaken by customerNew non-fire rated downlights installed

What happenedThe home set on fire and extensive damage was caused Luckily no one was injured or harmed

OutcomeWork to repair the home will cost over pound30000

The family had to move out of the property and will have to live in temporary accommodation for 6-9 months

Work undertaken by customerStove style cooker fitted by non-qualified engineer

What happenedThe new cooker was dangerously installed across a doorway and cupboards were removed causing a severe health and safety risk

OutcomeThe customer had to put the kitchen back to its original condition and replace the cooker with one of a more suitable size installed by a certified engineer to ensure it complies with current gas safety regulations

For more information and to find a copy of our permission form please visit wwwsshacoukrepairs


ldquoWe didnrsquot know where to turnrdquoFor John and Melanie Tomlinson 2018 was a year theyrsquod prefer to forget John faced ill health and redundancy and they had to leave the privately rented home they had occupied for the previous four years when it was put on the market

ldquoWe wanted to stay in Codsall and we needed to move quickly The only place we were offered was a lot smaller with three sets of stairs to climb We had to put most of our furniture and personal possessions into storage and it was really hard with three young children having so little space Irsquom in a lot of pain and was struggling to manage the stairs We tried to stay positive for the family but we were getting increasingly desperaterdquo John explains

Eventually the couple contacted South Staffordshire Council to see if there was any support available to them

ldquoWe knew nothing about social housing and to be honest we didnrsquot expect anyone to be able to help We just didnrsquot know where to turnrdquo

To Johnrsquos surprise SSHA stepped in to turn things round for the young family John and Melanie were offered a three-bedroomed home on a new

estate in the village They moved in just before Christmas

ldquoThe housing association has been amazing and I was shocked at how quickly they acted Wersquove got a proper family home now with a secure future for our children Itrsquos a lovely house and a great neighbourhood the children have already made lots of friends

ldquoWe had a tough time last year and two house moves in four months were incredibly stressful which had an impact on my health We celebrated the New Year in our new home and it felt like a fresh start for the whole familyrdquo

Looking to move homeThe first step towards moving into a new home is to register with wwwmyhomefinderorguk

If you are already registered and eligible you can bid for homes as they become available

Safety checksSSHA has important legal duties and obligations to ensure you and your family are safe in your home

If we book a safety check appointment with you it is essential that you are at home to let our contractors in to undertake this vitally important work

Our safety first checks include

Gas servicing and repair

Electrical installation checks and associated repairs

Solid fuel and oil central heating servicing and repairs

Managing asbestos

Solar PV roof panel inspections

Un-vented cylinders checks

Fire risk assessments (communal areas and sheltered schemes only)

Failure to give access to your home to carry out these important inspections is a breach of your tenancy which could result in the loss of your home


Every year we spend over pound60500 on missed pre-booked appointments mdash money that could be spent on improving homes

If you need to change a safety check appointment please contact our customer services team on 01785 312000

As your landlord we have important legal duties and obligations Most of these responsibilities involve safeguarding you your home and family

By law we must carry out safety first checks and itrsquos an important condition of your tenancy that you give us access to your home to carry out this work You can find out more about our safety first checks below

How do I know if my home needs a safety inspection

When we need to carry out a safety inspection we will contact you and let you know when we or one of our contractors will visit your home to complete the work

What will happen if I donrsquot allow you access to my home

If you do not keep pre-arranged safety inspection appointments and ignore other subsequent communications we may have no alternative but to seek a possession order or injunction for accessRecently a customer who was in the probationary period of their tenancy did not allow access to their home for a gas safety inspection to be

undertaken despite us making extensive efforts to gain entry including numerous pre-arranged appointments and home visits emails text and answer machine messages

As a result legal proceedings were taken to ensure that the customer complied with the terms of their tenancy and we could fulfil our obligations to carry out the gas safety inspection The day before the court hearing the customer gave access for the following day Given the difficulties already experienced we continued with the application to ensure the ongoing safety of the tenant and their familyA four year injunction was obtained If the tenant doesnrsquot comply with the terms of the order they will be guilty of contempt of court and could be sent to prisonThe customer was also ordered to pay the application costs which amounted to pound84960

What should I do if I think I need a safety inspection

Please call our customer services team on 01785 312000 who will be able to help you and arrange any necessary inspections

Keeping you safe in your home


Five step fire door check anyone can do1 Check for certification - is there a label or

coloured plugdot on the top or side of the door to show it is a certificated fire door

2 Check the gaps around the top and sides of the door are consistently less than 4mm when closed You can use a pound1 coin to give a feel for scale which is about 3mm thick The gap under the door can be slightly larger (up to 8mm is not uncommon) but it does depend on the door - as a rule of thumb if you can see light under the door the gap is likely to be too big

3 Check the seals - are there any seals around the door or frame and are they intact with no sign of damage These seals are usually vital to the fire doorrsquos performance expanding if in contact with heat to ensure fire (and in some cases smoke) canrsquot move through the cracks

4 Check the hinges - are they firmly fixed (three or more of them) with no missing or broken screws

5 Check the door closes properly - open the door about halfway let go and allow it to close by itself Does it close firmly onto the latch without sticking on the floor or the frame Never prop a fire door open ndash it is completely useless if itrsquos wedged open

Following the Grenfell Tower fire the government found during testing that a number of fire doors in the building fell short of the expected standard

This has lead to new guidance being issued to all landlords to evaluate the performance of fire doors in their properties In line with this guidance we are undertaking a full review and inspecting fire doors in all our flats and retirement living communities across the region

Fire doors are found at the entrance to individual homes in communal blocks The doors are there for your protection and it is part of our commitment to your safety that we undertake to inspect EVERY fire door in ALL of these buildings twice a year

We will write to you when our inspectors are in your area Please look out for that letter and ensure that you are available to give us access to your home so that we can inspect your fire door This is a safety first check that could save your life

Report itIf you have any concerns or think your building has a faulty fire door please donrsquot walk by

Report it to us immediately on 01785 312000

Fire doors ndash keeping you safe in the event of a fire

If your organisation would like to apply for sponsorship please email sponsorshiphousingplusgroupcouk or visit wwwsshacouksponsorship

Our Group sets out to support customers and communities We do that directly by providing affordable homes care for elderly and vulnerable people and vital services

We do it in other ways too Sponsoring outstanding local projects in Staffordshire and Shropshire means that we can work with other organisations and voluntary groups to make a difference

We are really pleased to share with you some of the donations we have been able to make recently

Supporting young peopleShrewsbury and Oswestry Crucial Crew was established in 1994 Each year the charity holds a two-week event attended by up to 1500 children from as many as 60 local primary schools

Crucial Crew activities emphasise social awareness safety training and essential life skills Children learn about the dangers of drugs internet abuse cyber bullying stranger danger the impact of hoax calls and much more Children gain confidence and are ready to make a positive contribution to their communities Just as importantly they have a lot of fun and make friends in different neighbourhoods

We were delighted to be able to sponsor the fantastic work of Crucial Crew in this its 25th year A number of colleagues are also looking forward to volunteering with the project this summer

Lending a hand in our communities

Supporting volunteersThe Volunteer Celebration Awards are very close to our heart They recognise the commitment and enthusiasm of some remarkable people across South Staffordshire

The awards shine a spotlight on people who give up their time to provide local activities mentor others provide support to those who need a helping hand and enable their neighbourhoods to grow and thrive ndash including the kind of people who take part in the befriending programme for Care Plus

Volunteers play a hugely important part in our communities and these modest people often do so without any recognition We love these special awards and were very pleased to sponsor the Volunteering through Adversity category We are very much looking forward to meeting the winner of this prize

Supporting beautiful villagesThe Best Kept Village competitions encourage residents and groups to get involved in maintaining and improving the environment where they live We were pleased to sponsor Staffordshirersquos Best Kept Village Awards again in 2019


Letrsquos talk

Your voice your home your future

Your views in actionVisit wwwsshacouklets-talk

Letrsquos talk


Get involved

You wanted a faster service for repairsWe have improved our responsive repairs timescales and 94 of repairs are completed on time

Supporting food banksFood banks distribute parcels of donated food to individuals and families in crisis We were pleased to make a donation to support the work of Shrewsbury food bank

Littering and fly-tipping is on the riseRubbish that has been fly-tipped is not only an eyesore for you and the local community it could also present a danger to health and a potential fire hazard

Itrsquos a problem blighting neighbourhoods across our region and clean-up costs are expected to top pound30000 this year This is a huge amount of money that could be better spent on other priorities identified by customers like vital frontline support services and improving homes

ldquoFly-tipping is having a big impact on our customers They are quite rightly concerned

about fire safety and worried that discarded waste in communal and community areas can attract pests We completely understand too that it spoils their living environmentrdquo explains housing services manager Sam Allcott

ldquoPlease keep a look out for any suspicious activity and if you think fly-tipping is taking place let us know straight away We have zero tolerance of fly-tipping and will thoroughly investigate any reports It is unfair that the actions of a small number of people can affect the safety and wellbeing of so many of our customersrdquo

Report itYou can call our customer services team on 01785 312000 to report fly-tipping in communal areas and in your neighbourhood

Further informationTo find your nearest household recycling centre learn how to dispose of large bulky items and for general household waste advice please contact

South Staffordshire Council

01902 696000 wwwsstaffsgovukbins-recyclingbulky- household-wastecfm


Speak UpFocus onhellip safeguardingSafeguarding means protecting the rights of an adult or child to live in safety free from abuse and neglect

As a responsible landlord the safety of our customers is our priority We want to make sure that you know how to get help and advice if yoursquore worried about a possible safeguarding problem in your neighbourhood

What is safeguardingAbuse and neglect can take a lot of different forms

Domestic abuse

Sexual abuse

Physical abuse

Psychological abuse

Financial abuse

Discriminatory abuse

Neglect

Human trafficking

Modern slavery

Are you worried about a friend or neighbourIt is often difficult to identify abuse or neglect but if you are in any doubt always Speak Up

Itrsquos easy to talk through a potential safeguarding concern Just contact the local Safeguarding Board and they will take it from there

To report a safeguarding concern in StaffordshireVulnerable adult safeguarding

Phone 0345 604 2719 Email VAStaffordshirestaffordshiregovukChild safeguardingPhone 0800 131 3126 Text 07773 792016 Email firstrstaffordshiregovukOr the NSPCC 0800 800 5000If you believe that there is a risk of immediate danger call the police on 101 or 999 in an emergency

Speak Up

In 2016-17 there were almost

1000 concernsof abuse per day in the UK

more than

58000 children

63

family home

needed protection from abuse

of safeguarding enquiries concerned people aged 65+

the location of risk is usually the


With the clocks going forward and lighter evenings ahead spring is definitely in the air We know that many of you take a huge pride in your gardens and every year wersquore amazed at the blooming brilliant results of your hard work

If yoursquore new to your property or you want to give your garden a bit of a makeover this year wersquove asked our home grown experts for the seeds of their success

Clive Fieldhouse is one of the green-fingered neighbours in The Orchard Brewood For the second year running in 2018 their flower power impressed the judges of the Civic Societyrsquos hanging baskets and floral containers contest

Gardens outside four bungalows in The Orchard are transformed into a riot of colour each summer and the friendly rivals work together to get everything ready for the all-important visit from the judges

ldquoItrsquos brought us closer together as neighbours and wersquore always delighted when people tell us that they love walking past our homes We donrsquot do this to win awards we do it to create something beautiful that others can enjoy too Itrsquos about taking pride in where you liverdquo

ReadyhellipsteadyhellipGROW

Clive Fieldhouse (centre) is pictured with neighbours Cliff and Jacqueline Baker Rob Clayton and Bernard Rogers

Bernard and Sheila Rogers in their beautiful garden

Clive gave us these tips to get your gardens looking gorgeous this summer

1 Start with a good tidy up If yoursquove already got containers and hanging baskets empty them out and invest in some new compost

2 Hanging baskets and colourful pots are great if you want quick results Plant them in the spring and yoursquoll be enjoying the results in weeks

3 Start growing early You donrsquot need any special equipment I sow seeds in the shed and then bring the seedlings indoors onto a warm kitchen window sill ready to be put outside in May

4 You can grow lots of plants from seed which cost hardly anything If you can pop down to the garden centre and treat yourself to some trailing ivy and one or two showstoppers ndash I normally buy some fuchsias

5 Donrsquot get too worried about planning design and colour themes Just give it a go

Your views in action

Customers in our retirement living communities wanted a say in staffing support in the schemes

We introduced a caretaker service in three schemes in 2018 and wersquoll be consulting with other communities this year

Get involved

Letrsquos talk


Letrsquos talk

Your voice your home your futureVisit wwwsshacouklets-talk


New report says more than 21000 new homes are needed in our region each yearMore than 21000 homes need to be built in the West Midlands every year to solve the housing crisis according to a report from the National Housing Federation (NHF) and Crisis the national homelessness charity

Around 16000 homes were built last year in the region The housing shortage is leaving thousands of people unable to buy their own home or find a stable home in the private rented sector and is even pushing people into homelessness

The report calculated that in the West Midlands around 8900 of new properties - almost 40 of the total - must be affordable homes including social housing Just over 3900 of these homes were built in the West Midlands last year

The shortfall of homes in the West Midlands particularly affordable homes is having a serious impact Three in ten under-40s can only afford to live in the region if they live in social housing

Peter Phillips chair of the Homes board at SSHA said

ldquoHigh-quality social housing is the key to improving the quality of life of many people in Staffordshire and Shropshire Good affordable housing results in thriving neighbourhoods

ldquoBuying a house in this area is impossible for many people and there simply isnrsquot enough affordable housing to meet demand This means that many people on a low income are relying on the private rented sector They find it difficult to find a stable place to live and to put down roots in a community In this issue of News Extra John Tomlinson tells us what that means to a young familyrdquo

In our new corporate plan we have made a commitment to beginning building work on 300 new homes across Staffordshire and Shropshire every year You will be able to see how we are delivering on that commitment in our annual report

We are working hard to build a range of large and smaller developments to suit local need in our towns and villages We have already announced new developments in Kinver and Pontesbury

There are some very exciting plans in the pipeline too ndash look out for news of these in the next issue of News Extra in the autumn

What we are doing to meet the housing need

Letrsquos talk


You told us that you wanted faster heating repairs

We chose Phoenix Gas Services as our new contractor introduced faster repairs and made it easier for you to request a repair directly with us

Get involved

You wanted us to install more new kitchens and bathrooms

In 2018 we fitted 140 more kitchens and bathrooms than the previous year


Letrsquos talk


Visit wwwsshacouklets-talk

Spring clean your financesIf you are finding it hard to budget or have debts we can help

Paying your billsYou need to prioritise some bills because of the seriousness of what might happen if you canrsquot pay them on time Always prioritise these bills when you are budgeting

RentIf you fall behind with your rent we will work with you to schedule payments If you donrsquot make an agreement to clear your arrears or fail to keep up repayments you could lose your homeCouncil taxIf you donrsquot pay your council tax a court can instruct bailiffs to take your belongings Non-payment can even lead to imprisonmentGasIf you donrsquot pay your bill your gas could be cut off

Electricity You could have your electricity cut off if you donrsquot pay your bill TV licenceYou could get a court fine of up to pound1000 Non-payment can lead to imprisonmentChild maintenanceNon-payment of maintenance bills can lead to bailiff actionCourt finesFailure to pay court fines can result in your belongings being sold to pay off your debts

Money can also be taken directly from your earnings and you could be sent to prison

Boosting your incomeGet in touch with our money advice team for information about ways to increase the money coming into your householdEmploymentWe know itrsquos tough to get into work Talk to us about free support to develop skills for employment further education or trainingBenefitsIf yoursquore unemployed or on a low income retired bringing up children ill have a disability or care for someone you could be missing out financially We can check yoursquore claiming all the benefits you should be receivingDiscretionary Housing PaymentA Discretionary Housing Payment or lsquoDHPrsquo helps meet any shortfalls you have in paying your rent Contact your local council for more details about the DHP


Together with TenantsSSHA has welcomed the National Housing Federationrsquos (NHF) Together with Tenants draft plan which was published in FebruaryThe plan aims to ensure that tenantsrsquo voices throughout the country are heard and that customers have more opportunities to influence the decisions that are made about the homes and services provided by housing associationsTogether with Tenants will help shape the way that housing associations listen to their customers now and in the future Thatrsquos why we believe the plan is so important and why we are urging you all to take part in the national consultation Sarah Boden Group chief executive said ldquoWe are proud that our customers have real opportunities

to get involved through the successful Letrsquos Talk channels we already have in place Our board wants to do even more to listen to the views of customers and to make sure that our services and long-term plans are designed to meet the needs of local communities ldquoWorking in partnership with customers to create the best possible homes and services is at the heart of our vision for the future I would encourage you to take part in the consultation which closes on 19 Aprilrdquo

Your opportunity to help shape the way that housing associations listen to customers

For advice about money budgeting and getting into employment or training contact our money advice team on 01785 312000 or visit wwwsshacoukmoney-advice

You can have your say by visiting the National Housing Federationrsquos website - wwwhousingorguktopicstogether-with-tenantsopen-consultation-on-our-plan


UC information and benefit advice is also available on our website Please visit wwwsshacoukhelp-and-advice

Welfare Reform update Help and supportIf you need help please ask You can contact our employment and money advice team on 01785 312000 your local Jobcentre raise a query on your online UC Journal or go to your local Citizens Advice office

The Universal Credit (UC) full digital service has now been rolled out for new claims in all postcode areas

If you are currently on benefits or tax credits and your situation stays the same you wonrsquot yet move to UC You should be aware though that the government plans to transfer people from existing benefits onto UC by December 2023

If your circumstances change ndash for example if you find employment and then reapply for benefit later your new claim will be for UC

Letrsquos talk


Your views in actionVisit wwwsshacouklets-talkGet involved

You asked for more support early in your tenancy

The support we put in place means that 80 of tenancies now last longer than two years

Letrsquos talk


Top 10 tips for managing your UC claim

If there is a change in your circumstances that means you need to apply for UC make your claim immediately However if you have lost your job it may be beneficial to wait until you have been paid before making your claim - wwwcitizensadviceorgukbenefitsuniversal-creditclaimingapply-for-universal-credit

1

Ensure you have all the relevant information to hand (post code National Insurance number bank details childcare costs other benefit information)

3

Ensure you have a bank account that can receive your UC payment4

Think Direct Debit - this is the quickest and easiest way to pay your rent5

Keep a daily check on your online to do list to make sure that there is nothing the Jobcentre is waiting for

6

Ensure you attend any appointments with the Jobcentre when arranged be that the verification or work interview - wwwcitizensadviceorgukbenefitsuniversal-creditclaimingprepare-for-your-interview

7

Ask the Jobcentre for help with budgeting if you need it8

Contact the council to apply for Council Tax Support separately at the same time you claim UC

9

Please remember - if you have an advance payment this has to be paid back out of your first 12 monthly payments Make sure you only request the amount that you think you will need to live on until your first payment is due

10

Ensure you have a valid email address2

Cutting former tenant arrearsWhen someone is no longer a SSHA customer and still owes us money we donrsquot write it off This rent debt is called lsquoformer tenant arrearsrsquo It is our responsibility to recover money owed to us which can be reinvested in homes and services for you

Andrew Cork works in our income team and is one of the people working hard to recover former tenant arrears Between April and December 2018 Andrew helped to reduce this debt by pound73000 ndash thatrsquos enough to pay for 25 new bathrooms or nearly 150 home MOTs

ldquoIt is satisfying work because it benefits customers who pay their rent and should receive the best possible services from usrdquo he explained ldquoWorking in the income team we understand how hard people work to manage their

money so that they can pay their rent on time every time Reducing former tenant arrears means that we can do more for these customers through home improvements aids and adaptations work clubs and other supportrdquo

Andrew and other members of the team spend time getting in touch with former tenants some of whom might not know that they owe outstanding rent Rent arrears can also stop customers from being offered homes with other providers in the future Details of arrears are included in references and can impact on credit ratings

ldquoIf someone leaves with a credit on their account we work just as hard to find that former tenant and make sure they get their money backrdquo says Andrew ldquoAt the end of the day itrsquos about being fair to our customersrdquo

How to make sure you donrsquot have rent arrears at the end of your tenancyWhen you decide to leave your home you must give four weeks notice Ensure that your rent is paid for these weeks even if you move out before the end of your notice period

If you claim Universal Credit you should tell the benefits office the date you plan to leave the property If you leave before the end of your notice period you will receive housing benefit only up to the date you move out To avoid rent arrears you will need to pay the difference up to the end of the tenancy

Partners doing moreOne of the values at the heart of our Group is partnership We know that by working together with local councils community leaders the police and fire services as well as businesses and voluntary organisations we can do more to bring about real change for people families and neighbourhoods

One of these collaborations even led to a Queenrsquos Award for Enterprise for SSHA partner and technology specialist Mobysoft

SSHA was one of the first housing associations to adopt Rentsense the ground-breaking

rent management system developed by Mobysoft

ldquoThe innovative solution developed by Mobysoft underpins our Fair Landlord approach to income managementrdquo explained neighbourhoods director Jan Goode

ldquoRentsense means that we can work smarter and more effectively to personalise the support we provide to tenants drive down rent arrears and provide a fairer service for our customers Arrears on a small number of rent accounts have a big impact on everyone

because they reduce the money we can invest in home improvements property maintenance and the development of much-needed affordable homesrdquo

Derek Steele CEO and founder of Mobysoft said ldquoSSHA always looks for new ways of doing things that deliver better results By working together to introduce Rentsense SSHA has been able to sustain tenancies keep people in their homes and maintain services for all their customers by managing rental incomerdquo



Get involved mdash your voice your home your futureWe are committed to listening to the views of our customers and offering you lots of opportunities to have a real say in the services we provide

Our board has made a commitment to listen and be influenced by the views of customers over and above the regulatory requirements

If you would like to have your say there are a number of ways that you can get involved You can join one of our customer-led panels who regularly meet at our offices share your views by completing online surveys or tell us what you think over the phone and by email

Letrsquos talk


Itrsquos easy to get involved You can register online at wwwsshacoukregister-get-involved

Email letstalkhousingplusgroupcouk or call our customer voice team on 01785 312000

What do I need to do

New online repairs help and adviceWersquove started a new project dedicated to improving your experience when trying to find information about the services we provide

Our customer services team is only available during office hours but we recognise that you might need information at any time of day so wersquove developed a new help and advice section on our website to do just that

You told us in the recent communications survey that

you wanted more information on repairs and maintenance so we made sure that was one of the first thing we added

You can find information about how to carry out simple repairs in your home how to get support with getting online or find out about our Universal Credit advice service

Yoursquoll see a feedback box pop up when yoursquore browsing the new webpages so just let us know what you think we

can improve and whether itrsquos helped you Wersquore always open to new ideas

Keep an eye out for future developments as the project progresses

Donrsquot forget to also follow us on Facebook and Twitter to get handy tips and seasonal advice to avoid problems

See the help that is already available to you at wwwsshacouk help-and-advice


Justice cornerProtecting local communitiesSSHA works in partnership with the police and local residents to tackle reports and incidents of anti social behaviour (ASB) Here are some of the cases we have recently worked on

A without notice injunction with attached powers of arrest and exclusion order was granted at Manchester County Court against a tenant following an arrest for a public order offence which involved a large kitchen knife The exclusion area included the street where the tenant lived along with the surrounding streets

The tenant spent four weeks on remand and was released in January 2019 A criminal restraining order preventing them being within 500 metres of their home address was granted Shortly after being released the tenant breached

the injunction and restraining order and was arrested At a hearing the tenant was found guilty of the breach fined pound90 and remanded back to prison to await sentencing for a further breach of a criminal restraining order

The tenant has now given notice and will not be returning to the property SSHA has supported and offered reassurance to the witnesses throughout the process and this action has prevented further anti social behaviour and safe guarded the community

Injunction

An outright possession order was obtained in October 2018 against a tenant The tenant was a prolific hoarder and previous legal and non legal actions had been taken over the years to try and resolve this issue Work included organising the clearance of the property arranging the services of a support worker and cognitive behavioural therapist taking out an injunction and agreeing to a suspended possession order

In January 2019 SSHA took back possession of the property Transport was arranged to take the tenant to the homeless team and we continue to work with the tenant to arrange collection of their belongings The property has been cleared and re-let

A suspended possession order (SPO) was granted in November 2018 against a tenant for causing alcohol related anti social behaviour over a number of years The tenantrsquos behaviour was having a detrimental impact on those living around the property as the behaviour included nuisance late at night arguments in the street loud music verbal abuse towards visitors to the property and criminal damage The terms of the SPO restricted the number of visitors to the address to no more than two at a time and no visitors were allowed between 10pm and 8am We are continuing to monitor the tenant to ensure compliance with the terms of the SPO

Eviction Suspended possession order

Report itTo tackle harassment and anti social behaviour we need your help Your report will be investigated and all information will be treated in the strictest confidence

If you have witnessed or are the victim of anti social behaviour please donrsquot hesitate to call us or any of the agencies listed below

SSHA on 01785 312000

South Staffordshire Council on 0345 678 9020

Crimestoppers on 0800 555 111

Staffordshire Police on 101 or 0300 123 2345

Further information

You can view our leaflet on dealing with anti social behaviour as well as our ASB policy on our website wwwsshacoukhelp-and-advice


We asked you what you thought of the way we communicate with you and yoursquove given us some great feedback to make this even better

Part of our five-year vision is to focus on customers communities and homes Communications is crucial to this work and nearly 400 of you responded to a survey about its effectiveness highlighted in our magazines and posted on our websites

Wersquore proud to say that over 88 per cent of you said you find our communications easy to understand with more than 75 per cent saying you feel well informed

The most popular way of hearing from us (71 per cent) is through our e-bulletins with 77 per cent saying you are satisfied with this method of communication

Magazines were the second most popular (34 per cent) with 60 per cent satisfaction There was a similar (324 per cent) result for letters with more than 60 per cent satisfaction

You told us that you also liked to hear from us through social media leaflets and our website

Finally we asked you what you would like to know more about The most popular answer was home improvements and maintenance (648 per cent) followed by repair advice (534 per cent) local activities and events (414 per cent) and housing developments (391 per cent)

Other popular themes included employment and money advice care and support and information about our shared ownership and market rent properties

You also made some great suggestions relevant to projects wersquove been working on including providing online access to your rent statements with the ability to pay electronically too See page 3 for more information about this

Results from the survey will be used to inform future communications including content in this magazine and we will keep you posted about the difference yoursquove made

Thank you to everyone who took part in the survey Participants were entered into a prize draw to win an iPad and wersquore pleased to say customer Joanne Bishop was the lucky winner

For more information about our work and how you can get involved and regularly give feedback please visit ndash wwwsshacouk register-get-involved

iPad winner Joanne Bishop

Thank you for helping to improve our communications

Preventing blockagesBlocked pipes are often caused by customers flushing items such as wet wipes and sanitary products down the loo or pouring leftover fats and oils down the sink

Blockages are messy and unpleasant and can cause sewage to flow back inside your home This can be upsetting for you and your family and could also prove to be costly as you may be recharged if itrsquos proven you are responsible for the blockage

Below are some handy tips to help you prevent blockages

Keep it clear ndash top tips to prevent blockages

Cooking fat oil or grease will harden even if put down the sink with hot water so save it in an old tin and dispose of it in the rubbish

Throw coffee grounds and vegetable peelings away or add them to your compost

Use drain-grates to cover drain openings and minimize problems with hair and soap scum

Only flush toilet paper down the toilet Put everything else in the bin

Donrsquot flush any of the following items down the toilet nappies wipes other sanitary items breast pads cotton pads dental floss razors or plasters

WINpound25

Useful contact numbers l General property heating

and hot water repairs rent payment debt advice and fault reporting 01785 312000 (SSHA Customer Services)

l Gas servicing 01782 564448 (Phoenix Gas Services)

l Gas leaks 0800 111 999 (National Gas Emergency Service)

l Health and sickness help and advice 111 (NHS Direct)

l Police 101 (non-emergency)

l Refuse collection 01902 696203 (South Staffordshire Council)

l Street lighting 0300 111 8000 (South Staffordshire Council)

l Street cleaning 01902 696316 (Staffordshire County Council)

l Personal concerns worries and troubles 116 123 (Samaritans)

This newsletter is also available in

Large print

Audio

Other languagesActon Court Acton Gate Staffordshire ST18 9AP

Customer Services 01785 312000 enquiriessshacouk wwwsshacouk

ssha_tweets

Care Plus

SSHA

careplus_tweets

Word searchFind the 10 hidden words to win a pound25 shopping voucher

Please send your entry to the address below by Friday 3 May 2019 The first correct entry drawn will win the prize

Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform

Congratulations to Ms Morris who won the word search competition in the last edition of News Extra

Full competition terms and conditions can be found on our website wwwhousingplusgroupcoukterms-and-conditions-customer-magazine-competitions

S C A R U S A F E T Y F I R S T

E L T U M D D M S S I I N G R X

B L R J E C I V D A Y E N O M M

S R I P A I Y K X N V M P O K R

E H A G U T R I A C L P O S U O

L P G D L L A U M D U A H V K F

F O E I Y D R O U S D V O D H E

H F D E H D S G G A B N M X D R

E N I L N O T N E R Y K E A P E

L Q U Z F H I D S B N N L M S R

P K Z B C T V N D O H G I F D A

H E L T A E R F R D U N F L Z F

B L O O M I N G G A R D E N S L

B K L A T L E H P L R E L O A E

E F E P S E E P Y E L S N T E W

L S A F E G U A R D I N G B R E


I hope that you enjoy the latest issue of News Extra Itrsquos a great read with all the latest news about our new digital services Wersquore making it possible for you to do more online including paying your rent checking your balance downloading past statements and changing your details

You will also find information about the difference we have been able to make to communities by supporting local projects developing affordable housing and creating apprenticeship opportunities for young people

Our customers make a difference too We always enjoy hearing about inspirational tenants like Michael Ratcliffe who has worked tirelessly to improve the lives of people who like him have a learning disability

Jan Goode Neighbourhoods director

As chair of the Homes board I am very proud of the work that SSHA and Severnside Housing do to improve the lives of people and communities in this area I see it when I visit the association offices talk to the people who work there and when I meet our customers I hope that you can see that too reading this magazine

This is an exciting time for us with the possibility that we might join with our neighbours Stafford and Rural Homes to form a larger Group able to do more in Staffordshire and Shropshire

You will remember that we wrote to you in February to seek your feedback about our potential merger I would like to thank the 67 customers who took part in this consultation Responses were largely positive and we will listen carefully to your views when deciding whether to move forward to create a new housing group

If the board agrees to take the next step towards merger we will contact you again to invite you to take part in the formal consultation process

Peter Phillips Chair Homes board

The apprentices yoursquore hiredFourteen apprentices and trainees met our chief executive Sarah Boden for a catch up about their progress before gathering for a photo shoot

We have been actively recruiting young people in our repairs and maintenance team Property Plus

The apprentices whose length of service ranges from a few months to over three years work in a number of different roles across the two counties including plumbing electrical gas engineering multi trade and administration

After recognising that our repairs and maintenance team has an ageing workforce we launched the Construct Your Career campaign to attract more 18-24 year olds

Advertising on social media and in newspapers saw around 70 people registering their interest resulting in five apprenticeships and one traineeship

Residents of the Yew Tree Court retirement living community in Shifnal have been celebrating the arrival of new garden furniture bought with the support of a generous grant from the Much Wenlock Forester Charitable Trust ldquoResidents really enjoy getting out of their homes and meeting neighbours in the garden Our old furniture needed replacing and now we canrsquot wait for the sunshinerdquo said retirement living officer Toni Roberts

If you live in one of our retirement living communities and yoursquod like to improve the facilities you use to socialise talk to your retirement living officer to see if any grant funding is available for your project































Rapid response team















01785 312000





































































Managing asbestos














































Letrsquos talk



Letrsquos talk


Get involved
















Domestic abuse

Sexual abuse

Physical abuse

Psychological abuse

Financial abuse


Neglect

Human trafficking

Modern slavery





Speak Up



more than

58000 children

63

family home






















Get involved

Letrsquos talk


Letrsquos talk














Letrsquos talk




Get involved




Letrsquos talk





















Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform

















































Rapid response team















01785 312000





































































Managing asbestos














































Letrsquos talk



Letrsquos talk


Get involved
















Domestic abuse

Sexual abuse

Physical abuse

Psychological abuse

Financial abuse


Neglect

Human trafficking

Modern slavery





Speak Up



more than

58000 children

63

family home






















Get involved

Letrsquos talk


Letrsquos talk














Letrsquos talk




Get involved




Letrsquos talk





















Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform

























01785 312000





































































Managing asbestos














































Letrsquos talk



Letrsquos talk


Get involved
















Domestic abuse

Sexual abuse

Physical abuse

Psychological abuse

Financial abuse


Neglect

Human trafficking

Modern slavery





Speak Up



more than

58000 children

63

family home






















Get involved

Letrsquos talk


Letrsquos talk














Letrsquos talk




Get involved




Letrsquos talk





















Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform

































































Managing asbestos














































Letrsquos talk



Letrsquos talk


Get involved
















Domestic abuse

Sexual abuse

Physical abuse

Psychological abuse

Financial abuse


Neglect

Human trafficking

Modern slavery





Speak Up



more than

58000 children

63

family home






















Get involved

Letrsquos talk


Letrsquos talk














Letrsquos talk




Get involved




Letrsquos talk





















Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform














































Letrsquos talk



Letrsquos talk


Get involved
















Domestic abuse

Sexual abuse

Physical abuse

Psychological abuse

Financial abuse


Neglect

Human trafficking

Modern slavery





Speak Up



more than

58000 children

63

family home






















Get involved

Letrsquos talk


Letrsquos talk














Letrsquos talk




Get involved




Letrsquos talk





















Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform
































Domestic abuse

Sexual abuse

Physical abuse

Psychological abuse

Financial abuse


Neglect

Human trafficking

Modern slavery





Speak Up



more than

58000 children

63

family home






















Get involved

Letrsquos talk


Letrsquos talk














Letrsquos talk




Get involved




Letrsquos talk





















Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform





































Get involved

Letrsquos talk


Letrsquos talk














Letrsquos talk




Get involved




Letrsquos talk





















Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform































Letrsquos talk




Get involved




Letrsquos talk





















Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform





































Letrsquos talk





Letrsquos talk




1


3




6


7



9


10























Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform








































Letrsquos talk





















Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform

























Injunction







SSHA on 01785 312000




Further information


























WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform











































WINpound25












Large print

Audio



ssha_tweets

Care Plus

SSHA

careplus_tweets



Freepost SSHA

Name

Address

Postcode

Tel

Find these words

Blooming garden

Floating support

Homelife

Money advice

Rent Online

Safeguarding

Safety first

Self help

Triage

Welfare reform



















Issue one 2019 · paying your rent, checking your balance, downloading past statements and changing...

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Transcript of Issue one 2019 · paying your rent, checking your balance, downloading past statements and changing...