Kent news&views winter 2013

Kent

Winter 2013 www.amicushorizon.org.uk

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If you’ve received a new tenancy

conditions agreement, please sign

and send it back to us by

14 December 2013 for your

chance to win £250.

Turn to page 3 to read more.1

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- 0800 121 60 60* or 01795 434 606** - [email protected] - www.amicushorizon.org.uk

Assured Tenancy

AgreementAgreed Variation of Terms and Conditions

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Welfare updateIf you’re affected by the welfare reforms, we’re here to help. Contact our Financial Inclusion Team today. You can also find advice on our website: www.amicushorizon.org.uk/benefits

Look out for Benefit Matters, our welfare reform newsletter, in January 2014.

Tell your story...We’re looking for residents who’d be happy to share the story of how they’ve been affected by the welfare reforms. We hope to then publish some of these real life experiences of individuals and families living in our homes. Contact the Communications Team or email: [email protected]

Annual Review for you!In October you received a copy of our 2012/13 Annual Review. Residents were involved in its creation every step of the way. View it online at: www.amicushorizon.org.uk/currentannualreview

Why not join us and help

make next year’s review

even better?

We’re holding an Annual Review workshop on 8 February 2014. If you’d like to be involved please call the Communications Team or email: [email protected]

Telephone optionsIf you need to speak to us, our award winning Response Team is on hand to take your call. The number to ring is 0800 121 60 60* or 01795 434 606**. We’ve recently updated our telephone options:

n Press 1 – To pay your rent or talk to our Income Team

n Press 2 - To report repairs

n Press 3 – For housing management, tenancy or lettings enquiries

n Press 4 – For sales and services.

Welcome to the winter 2013 edition of news&views. In this edition, you’ll find lots of news, useful information and several competitions for you to enter. Thank you to all the residents who helped us put this edition of news&views together.

Your annual review 2012-2013

Celebrating our neighbourhoods and communities

AH Annual Review 2012-13 v24.indd 1

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Benefit matters Spring / Summer’13

Tel: 0800 121 60 60* or 01795 434 606** Web: www.amicushorizon.org.ukEmail: [email protected] Search for AmicusHorizon

Ok, it might not be as exciting as the latest James Bond or likely to win an Oscar any time soon…but it will keep you up to date with welfare benefit reform. We want every AmicusHorizon customer to be clear about the changes and how they might affect you. The DVD explains the reforms and also highlights how we’ve helped individual customers (we’ve used actors for this but the events are real). We hope you find it useful. Feel free to share it with family and friends.

Please let us know what you think of the DVD. You can email us at; [email protected]

Sit back…relax… and pop in a DVD!

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Season’s

greetings from

AmicusHorizon

Sky community channel - 539 Virgin community channel - 233 Smartphone - My Landlord app 3

Your AmicusHorizon

Sign your new tenancy conditions today!In November some of you received your new tenancy conditions from us. If you haven’t already done so, please make sure you sign and send the agreement back to us by 14 December 2013. Alternatively, you can sign online at: www.amicushorizon.org.uk/yourview

Everyone who signs and returns their form by 14 December will be entered into a prize draw to win an amazing £250! We’ll pick eight winners coming from all three regions; Kent, Sussex and London & Surrey.

If you’ve got any questions about the new tenancy conditions, please give us a call on 0800 032 6219.

Please note, residents in Casa Support or Housing for Older People schemes will not receive the form as the new tenancy conditions don’t apply to them. 1

Assured Tenancy Agreement Varied Terms & Conditions

1

- 0800 121 60 60* or 01795 434 606** - [email protected] - www.amicushorizon.org.uk

Assured Tenancy AgreementAgreed Variation of Terms and Conditions

1817 - Assured Tenancy Varied Terms and Conditions v2.indd 1

24/10/2013 09:36:42£250

Putting it right…We want to give you a brilliant service at all times. But occasionally things go wrong. If you’re unhappy with our service we’ll aim to put things right quickly. Our complaints resolution procedure has three stages:

Stage 1 - A lead officer will spend time looking at your complaint. They’ll work with you to find a solution within 10 working days. We’ll do all we can to resolve issues at this stage.

Stage 2 - If we’re unable to find a solution, we can offer you a review. A senior manager will review your complaint. They’ll send a full written response within 10 working days.

Stage 3 – We’ll invite members of the resident Area Panels to take part in a Complaints Review Panel with you. They’ll look at your complaint and how we tried to put it right. They may suggest further actions for us to take.If we’re unable to resolve your case you can contact the Housing Ombudsman for a review. To do this you’ll need to ask one of the following to refer your case:n A Member of Parliament (MP)n A local Councillorn A tenant panel.

To find out more and download our full ‘Putting it right’ document, visit:

www.amicushorizon.org.uk/ complaints

- 0800 121 60 60* or 01795 434 606** - [email protected] - www.amicushorizon.org.uk 4

Kent Gateway’s Winter Wonderland event is on Saturday 4 January 2014. There’ll be loads of activities, including:

n Bouncy castles

n Face painters

n Balloon modelling

n Refreshments

n Ice Rink!

This free event will be at Sheppey Leisure Complex, Off the Broadway, Sheerness, Kent, ME12 1HH.

We’re running two sessions:

n Morning: 11am to 1pm

n Afternoon: 2pm to 4pm.

Call our Kent Resident Involvement Team today to book your place: 0800 121 60 60* or 01795 434 60 60**.

*Please note children under 18 must be supervised by an adult at all times.

0300 123 6010 [email protected]

Area Panel updateAt the Annual Meeting in September, Matthew Bromley was elected as Chair and Michelle Williams was elected Vice Chair of the panel.

Thanks go to Helena Ingham for all her hard work as Chair over the last two years.

The next Area Panel meeting will be held on 21 January 2014. Please come along to find out more about the panel’s priorities for the coming year.

Matthew Bromley Michelle Williams

Winter wonderland

Money for your area!Your Area Panel has Local Improvement Fund money for your community. If you’ve got a project you’d like funding for, contact us. We’ve recently given grants to the following:

n Restoration Youth – We contributed towards equipment for a youth house in Sheerness

n Sheppey Your Way – We helped set up a place for adults experiencing mental health issues to meet and gain training

n New Road Community Centre – We contributed funding for security shutters for this local community centre.

Free event 4 January 2014



Taste test! Housing Officer, Wendy Tipton organised ‘taste the difference’ events for older adults across Kent Gateway. She showed that you don’t always have to buy the most expensive brands to get the best taste! Residents compared top brand foods with basic brand foods and most couldn’t tell the difference. So why not take up the challenge and swap your expensive branded items for the cheaper supermarket brands and see if you can ‘taste the difference’?!

IFORE extravaganza! Our IFORE project celebrated in September with an extravaganza event for around 200 local residents. The event signalled the end of rebuilding works as part of the IFORE project to make 100 homes on the Rushenden estate more carbon efficient. The event was also a ‘thank you’ to the local residents for their participation in the project.

There was plenty to keep the crowds entertained including a Kent band, 'Loose Change' and dancing from AllStarz Theatre School. Staff and residents were on hand to give out information about the IFORE project.

Local MP Gordon Henderson attended the event. He said; “The Rushenden Extravaganza was a great way to celebrate what AmicusHorizon has achieved.”

Great Homes!The Kent Gateway Area has been rewarding residents with 'Great Homes'.

When our Housing Officers are on visits, they take photos of homes in great condition (with permission of the resident). Every quarter the photos are presented to our Area Support

Assistant Team to decide which is the ‘Great Home’! The lucky winner receives £50 worth of 'love to shop' vouchers.

All residents who are selected receive a 'thank you' letter for being a valued resident with a great home.

One lucky resident with her voucher

Staff and residents put their tastebuds to the test!MP Gordon Henderson tries the smoothie bike

6 - 0800 121 60 60* or 01795 434 606** - [email protected] - www.amicushorizon.org.uk


Area Panel changesCongratulations to resident Linda Scamp who’s been elected Chair of the East Kent Area Panel. John Quested joins Linda to represent East Kent Area Panel on the Residents’ Council. We also welcome Jane Hiles who’s newly elected to the panel.

A big ‘thank you’ to Beth Williams, who stood down after her term of office came to an end. Beth has made a huge contribution to both the Area Panel and Residents’ Council during her three years. And in 2012 she won the TPAS Resident of

the year award. Thanks also to Jan Cadman and Tony Old who’ve decided to step down.

The next Area Panel meeting is at 10am on 30 January 2014 at the Alexander Centre, Faversham. Please come along to find out what we’ll be working on over the next year and how you can get involved.

Linda Scamp Jane Hiles Beth Williams

Pruning Time In response to your comments, the Area Panel are supporting Brogdale Community Interest Company, to provide a low cost gardening service to you. Services include:

n Garden clearance

n Garden design advice

n Garden maintenance.

The service costs £10 an hour for a team of gardeners led by an experienced landscape designer. It’s so popular, we have a waiting list. For more information contact: Rebecca O’Neill on 01622 205393 or email: [email protected]

Fun and feedbackOver the last few months we held some fantastic events for residents to enjoy. We had three resident assemblies:

n A big family fun day in Teynham

n A brilliant fete in Faversham (with a visit from the Carnival Court)

n A Coastal tour with cream teas around Whitstable and Canterbury.

We completed 174 surveys with residents. We wanted to find out what you think of our services and how we can improve them.



Ask LindaInvolved resident and Area Panel Chair, Linda Scamp, answers your queries:

"I’ve been asked by a number of older residents how they can get extra help in their home and garden.

AmicusHorizon’s ‘Added Value’ service might be just what you need. They offer handyperson, decorating and gardening services. You can have one room decorated for free every three years. There’s a small charge for the handyperson and gardening services. You can apply if you’re aged 65 or over, or in receipt of Disability Living Allowance and have no-one at home who could help you. Find out more on page 12 or visit: www.amicushorizon.org.uk/addedvalue

Young families groupDo you have young children? Would you like to meet new people? We’ve launched a new group for young families. It's a great way for parents to meet up, gain new skills and talk to us about our services. And while you chat, your children can enjoy a wide range of toys and activities!

The group is free and runs on the first Tuesday of every month. Come along, from 1pm to 2.30pm at The Jubilee Centre, 23a Whitstable Road, Faversham, ME13 8BF. For more information please contact Louise Chilley, Resident Involvement Officer.

Christmas is coming and in the East Kent area we’re planning a fantastic Christmas Fayre! This free event is on 14 December 2013 at the Alexander Centre, Faversham from 2.30pm. Come and enjoy:

n Santa Claus visit with photos

n Christmas arts and crafts

n Face painting and character artist

n Free refreshments/information stands.

Plus we’ve some extra special, surprise guests for one afternoon only! We’ll be putting some clues

to their identity on our Facebook page.

Book your place by calling our Kent Resident Involvement Team on 0800 121 60 60 or email: [email protected]

Children under 16 must be supervised by an adult.

Christmas fayre Free event

14 December 2013


0300 123 6010 [email protected] Kent Area Panel

This year the Mid Kent Area Panel are bringing Lapland to you! Join us in our ‘Winter Wonderland’ for presents and prizes. Meet real life reindeer and donkeys, have your face painted and enjoy our big bouncy castle. There’ll be Christmas crafts, and much more. Join us at The Swallows Sports Hall, Central Avenue, Sittingbourne, at 5pm on Wednesday 18 December 2013. Places are limited so please call the Resident Involvement Team now to book your place.

Free event

18 December 2013

Area Panel update We held the Mid Kent Area Panel general meeting in September. Congratulations to Chris Blondrage who was voted as Chair of the panel and Michael Knowles who was voted as Vice Chair.

Goodbye and thank you Angela Palmer has now stood down as Chair of the Area Panel. Angela has been an enormous help and support for the panel, residents and staff. Thank you Angela for all your hard work.

Chris Blondrage Michael Knowles

Angela Palmer

Winter wonderland

WEEE recycle for you!The Estates Services Team will collect and recycle large, electrical items such as TV's or fridges from your home or estate. To arrange free collection, just call us.

Mid Kent Resident AssemblyThanks to everyone who attended our Mid Kent Resident Assembly at Borden School. We spoke to 124 of you about our services and what you’d like to see from us in the future. Many of our staff and members of the Mid Kent Area Panel were on hand to give you help and advice.


It’s all coming up roses!Our sheltered housing schemes are celebrating after winning three awards for their beautiful gardens. We’re really pleased to have scooped:

n First prize for Churchill House from Sittingbourne in Bloom

n A commendation for Churchill House from South and South East in Bloom

n A commendation for Rigdens Court from Sittingbourne in Bloom.

Well done to the residents and Grounds Maintenance staff for all your hard work.

Grab a garageWe've garages available to both residents and non residents in Sittingbourne at: Peregrine Drive, Regis Crescent, St Johns Avenue and Trinity Road. Call us today on 0800 121 60 60* or 01795 434 606** for more information.

Pet policyPlease make sure you keep your pets under control. We’ve had several cases recently where action was taken following irresponsible pet ownership:

n A resident who didn’t have permission to keep a dog in a flat had it removed by the Court after it killed a cat

n A resident had a large number of dogs, causing noise nuisance to the neighbours. The case went to court and the resident lost her home.

We ask residents to sign a pet agreement if they keep pets. To read our pet policy please call us or visit: www.amicushorizon.org.uk/Pets

Donate it, don’t dump it!If you’re getting rid of old furniture or white goods please consider our Neighbourhood Furniture Store (NFS). They recycle furniture and sell it on at a low cost. They’ll collect your unwanted items, just call them on: 01795 478550.

And check out their Facebook page for the latest bargains: www.facebook.com/nfskent

Staff and residents collect the garden awards


Our performance in Kent

Repairs Performance indicator April – August 2013

Our target Target met?

Satisfaction with how long it took to complete a repair (average score out of 10)

9.32 8.9

% Repair satisfaction 99.31% 98%

Nearly 100% of residents were satisfied with repairs to their home. The time we took to complete repairs was above our target. We asked residents to give us a score out of 10 for the time it takes to complete a repair. Our average score was 9.32 out of 10, beating out target of 8.9!

Lettings Performance indicator April – August 2013

Our target Target met?

Average time to re-let homes – general needs

10.66 days 12 days

On average we took just under 11 days to relet homes. This means less homes standing empty and an increase in income to improve our services.

Income Performance indicator August 2013 Target to end of August

Target met?

% rent arrears – general needs

5.05% 4.86%

A big ‘thank you’ to everyone who pays their rent on time. We want to do even better so we can use the money to improve our services and homes. If you’re struggling to pay your rent please contact our Income Officers. They can help you.

Anti social behaviour (ASB)

Performance indicator April – August 2013

Our target? Target met?

Satisfaction with handling of anti social behaviour

95.12% 93%

This year over 95% of residents said they were satisfied with how we handled their ASB case. Our Anti Social Behaviour Teams are here to help so please get in touch if you need to.

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The happeningHere’s what’s happening for young people around Kent...


Join our Kent Youth Forum

and make a difference!

If you’re aged 15-21, why not get involved?You’ll have the chance to talk about the issues in your neighbourhood and make the changes that matter to you.

We work together to improve services for young people and we organise events and trips away.

If you’d like more information contact: Jo Pink, Kent Resident Involvement Officer. Email: [email protected] or text: Youth Forum to 07540 202052 and we’ll call you back.


Your Home

Mrs and Mrs White with Rick the Handyman

Handyperson helpThis year we launched three new ‘added value’ services to give you extra help in your home. The services are for older adults (over 65) and those on Disability Living Allowance/Personal Independence Payment who don't have anyone else at home who can help.

To be eligible residents need to:

n Have a clear rent account

n Be aged 65 and over, OR

n Be in receipt of Disability Living Allowance or Personal Independence Payment

n AND not sharing their home with anybody under 65, adult and non disabled. A couple aged 65 or over are eligible.

Mr and Mrs White of Merrymead signed up for our decorating service to have their hallway painted. Under the scheme, we’ll decorate one room every three years. Mrs White supplied the paint and our handyman “Rick” supplied the labour. Mr White said: “It was so nice to have someone who knew what he was doing.”

Could you benefit from our decorating, gardening or handyperson service? For some of the services you can split the costs with your neighbours. For more information contact us or visit our website for more details: www.amicushorzion.org.uk/addedvalue

Repairs service improvements – BIG and small Did you know you can request:

n A phone call if it's likely to be dark when our repair operative will get to you

n A Wednesday evening appointment if you need it?

And we’re making lots of improvements to the way we work. Using the latest mobile technology means we can save time and reduce work. It also means our staff will have all the latest information about your home and repair work at their fingertips. This all goes towards creating a more efficient service for you!

This year our Response Team received special training to help them deal with your repair issues. Our London repair partner, Morrisons, ran a ‘common defects’ training course. This will help us get to the bottom of your repair problems faster and with greater technical understanding.

Remember – all our staff and contractors carry identity badges. If they don’t show you it, don’t let them into your home.


Repairs and Maintenance Panel (RAMP)

Cold weather paymentsOur Repairs and Maintenance Panel (RAMP) members are a caring bunch. With the cold, dark nights well and truly with us and fuel bills on the rise, they want to make sure you’re getting all the help you’re entitled to.

This year’s Cold Weather Payment scheme started on 1 November 2013. Payments are made when your local temperature drops below zero degrees (freezing) for seven days in a row.

You’ll get a payment of £25 for each seven day period of very cold weather between 1 November and 31 March.

You don’t need to apply. If you’re eligible you’ll automatically receive it.

You’ll get it if you receive any of the following benefits: Pension Credit, Income Support, Job Seekers Allowance, Employment and Support Allowance, Universal Credit.

Not sure you’re eligible? Contact your Financial Inclusion Officer for more information or check online at: www.gov.uk/cold-weather-payment/eligibility

Seasonal safety tips from RAMP

n If you’ve old Christmas lights, consider buying new ones which meet higher safety standards

n Keep lights switched off until the tree is decorated

n Don’t let children play with fairy lights

n Remember to switch off lights when going out of the house or to bed

n Keep decorations and cards away from fires and heat sources such as light fittings

n Don’t leave burning candles unattended, make sure you put them out before going to bed

n If you’re trying out new gadgets or appliances make sure you read instructions

n Falls are the most common accident so try to keep clutter to a minimum. Make sure stairs are free from obstacles!

Stay safe and have fun! ‘Merry Christmas’ from RAMP!

n Little Green Bags – These free packs are full of advice and devices to help you save money on your energy and water bills. Pick one up from your local office or call Jade Wilson, Sustainability Officer

n We’re providing home energy advice visits and running energy workshops in blocks of flats. Look out for more details, coming soon

n We’re loaning energy monitors to help you save money on energy bills. You can borrow a monitor from your local office

n Our fantastic Resident Green Ambassadors are attending events in their communities to give energy advice

n We’re testing new ways of helping residents to heat their homes more efficiently with simpler controls, a smart phone or via the internet

n Energy efficiency investment - We’re installing insulation in our least energy efficient homes.


Your services

Save energy, save moneyHere’s what we’re doing to help you keep warm and reduce your energy bills:

Giving Something Back Casa Support’s Estates House, is an independent living scheme for people with learning difficulties. Michelle and Jason moved to Estates House in 2011. Previously Jason had lived with his parents and Michelle lived in a residential setting.

Jason and Michelle hadn’t met before moving to the scheme but this soon changed. Michelle offered Jason support and friendship, regularly checking if he was ok.

After a year, the couple decided they wanted to live together, so with staff support they started to search for a suitable home. Casa staff also supported Michelle to set up a bank account so the couple had money to furnish their property.

In December 2012 Jason and Michelle were offered a 1 bed flat. The flat was very basic and the couple felt they were starting from scratch. The living room was due to be decorated by a local man, but after being paid he left the room unfinished. Jason felt the flat didn’t feel like home.

So Estates House staff, Pat, Maureen and Sam stepped in. They redecorated the living room as a ‘Casa Support, giving something back project’. They also advised the couple about buying furniture and arranged white goods for their property. For six weeks following the move, Pat and Maureen continued to support the couple to ensure they settled in.

Since moving to their own property Michelle and Jason volunteer in the community and have recently been on holidays, visiting family around the UK.

15Sky community channel - 539 Virgin community channel - 233 Smartphone - My Landlord app

Residents’Council

If you’d like to read the Residents’ Council meeting minutes please visit: www.amicushorizon.org.uk/ResidentsCouncil

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Your Residents’ CouncilThe Residents’ Council is a big part of our resident governance structure. Each Area Panel nominates two of its members to sit on the Residents’ Council. It represents all residents by:

n Monitoring standards and service delivery

n Focusing on resident issues and making sure they’re addressed by the Strategic Board and senior staff.

The Dorn Moller Award Dorn Moller worked as an involved resident for many years before he died. He was a member of the Residents’ Council and Area Panel, this award is dedicated to his memory. Do you know someone like him who:

n Strongly supports their local community and provides help for people in need

n Leads their community and really makes a difference?

If so, get in touch and nominate them for this award. Contact your local Resident Governance Officer for a nomination form or visit: www.amicushorizon.org.uk

Take time to recognise someone great in your community!

The Dorn Moller Award 2013

Resident Board member updateThanks to everyone who contacted us about the Resident Board member post. We’ll announce the new resident board member in the next issue of news&views.

Residents’ Council elections

New Vice Chair

Monica Barnes

New Chair

Glen Cady

“I'm pleased to be voted as Chair of Residents’ Council. Both Monica and I want to ensure our involved residents are engaged to focus on improving services for our residents so they get value for money for their rent.”

“As the Vice Chair of Residents’ Council my priority is to work closely with Glen, AmicusHorizon staff and more importantly, involved residents, to make sure services provided by AmicusHorizon to all residents reflect 5 Star Governance.”


Fancy winning £25 in high street vouchers? Then give our winter word search a go. The competition closes on Friday 31 January 2014. Congratulations to Ms Carpenter of Sittingbourne, our previous word search winner!

Please fill in your contact details:

Name:......................................................

Address:...................................................

.................................................................

...............................Post code:.................

Telephone:..............................................

Mobile: .....................................................

Email: .......................................................

Freepost RSBU-ASLS-XTXZ AmicusHorizon PO Box 322 SITTINGBOURNE ME9 8PQ

Services for Older PeopleOn 1 October 2013 we celebrated National Older Person’s Day by launching a new set of leaflets and online services for older people. We worked with our Older People’s Forum to put together the information about the support we give to older residents. You can pick up a set of leaflets in our offices or call us and we’ll send them to you. Have a look at our web pages, specially created for older people, visit: www.amicushorizon.org.uk/OlderPeople

Take a look at the pages and enter our online completion to win £50 in vouchers. This is open to all AmicusHorizon residents until 31 December 2013.

n Presentsn Cardsn Tinseln Carolsn Advent

n Stockingn Hollyn Turkeyn Sparklen Angels

Winter word search

S T F S H I S P A N T

H O L L Y H P S T R K

A N G L C A R O L S L

S P A R K L E H O L H

C A R T I N S E L T O

A D V T I N E S T U L

S T O C K I N G O R S

A P S A K E T C A K P

C A S R D R S A C E A

T I A D V E N T B Y R

H O L S A N G E L S K

We all matterWe care about equality. So, we’ve published our 2013 -16 Single Equality Scheme. It sets out our equality objectives for the next three years. You can read the document in full on our website: www.amicushorizon.org.uk/weallmatter

£50

Single Equality Scheme 2013-16

www.amicushorizon.org.uk

Your notice board

£25

Kent news&views winter 2013

Documents

Transcript of Kent news&views winter 2013