Streets Ahead - December 2011

THE MAGAZINE FOR FREEBRIDGE COMMUNITY HOUSING TENANTSSTREETS AHEAD

DEVELOPING HOMES AND CREATING OPPORTUNITIES

FOR PEOPLE WITHIN WEST NORFOLK

DECEMBER 2011

SEASONS GREETINGS FROM ALL AT FREEBRIDGE

The building of 19 new

homes in South Lynn

began at the end of

October with work starting

on the former Kia Garage

site on Wisbech Road in

King’s Lynn.

The new development will include two homes available for low-cost home ownership and 17 properties for affordable rent and will include a mixture of two, three, four and fi ve bedroom houses.

Tony Hall, Chief Executive of Freebridge said: “At a time when the numbers of people on the waiting list is increasing, this good quality, low cost housing development in South Lynn will create new homes and local employment.”

“We are delighted to be able to offer homes which are for rent and for affordable sale, which will help us to meet the needs of residents who are keen to fi nd a new place to rent or buy in this part of King’s Lynn.”

“Through working with our partners, and with funding from the Homes & Communities Agency, we are able to build good quality, sustainable, affordable homes in this community.”

The homes, which are due for completion by 2013, are being developed by e², a group of locally based, independent housing associations which is working to provide affordable homes in East Anglia. e² received funding of £836k from the Homes & Communities Agency (HCA).

NEW HOMES IN SOUTH LYNN!

Another of our developments soon to be completed at Fairstead

Welcome to the end of year edition of Streets Ahead, how the time fl ies when you’re having fun. It’s been an extremely busy year for Freebridge with new partnerships being formed, new developments being built, a new look and a new website to name just a few of the changes that have been made to help us improve our service for you.

We want to make sure that we continue to meet your needs throughout 2012 so as always, if you have a comment or suggestion as to how we can improve our services, whether you have a comment on Streets Ahead, our website, customer service or repairs, we want to hear from you.

Send us your feedback by emailing [email protected] or by calling Jamie Williamson on 03332 404 444.

• Seasons Greetings from everyone at

Freebridge Community Housing!

WELCOME

NEW

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Welcome ...............................2

New Homes In

South Lynn ............................. 3

Next Steps For

Hillington Square ..............4-5

Online Update .......................6

Application For Shareholding

And Regulations ...............7-8

Freebridge Set To Build

72 New Home .......................9

Board Update ........................9

Winter Tips .................... 10-11

Tenant Panel Update ..........12

Wanted: Board Members ...12

Your Letters ........................13

You Ask The Questions ..14-15

Find Freddie ........................15

Home Contents

Insurance ............................16

Nominate In The 2012

Tenant Awards .............. 17-18

Freebridge Helps Get

People Online......................19

Email Opt-in ........................20

Christmas Tree Winner ......20

Tenant Academy .................20

Become Your Own Boss

In 2012 .................................21

Competition Winner ...........21

Freebridge Community

Housing’s Performance

Jul – Sept 11 .......................22

Data Protection

Fair Processing Notice .......23

Decent Homes Update .......23

Fancy Getting

Paid To Shop? ......... 23

CONTENTS PAGE

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PG 2 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • DECEMBER ‘11 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • DECEMBER ‘11 PG 3

NEXT STEPS FOR HILLINGTON SQUAREThe beginning of October

saw the next stage of

the regeneration of the

Hillington Square estate

in King’s Lynn with the

master design plans being

unveiled to the residents

of the Square at an event

at the Town Hall.

The plan was produced in conjunction with the residents on the Square after a number of consultation events and workshops earlier in the year. And it’s unveiling saw the beginning a further period

the proposals we are now putting forward on behalf of the residents will create a neighbourhood in which people want to live.”

Work on the Square should begin by the summer of 2012 and we’ll be sure to keep you updated.

Hillington Square website

residents have gone with those of the design team and we have worked with them to develop a plan for the site. This is about the ideas coming together for the residents to have their say before we go to planning. There will be ongoing consultation with the residents as each detailed phase is prepared.”

Tony Hall said: “Providing our tenants with a decent home is at the core of our promises. Due to the original design of Hillington Square we have had to take our time to consider the estate as a whole. I believe

of consultation before its

submission for planning approval.

The evening was attended by

a number of residents to see

the new plans and to hear

what Wayne Hemingway of

Hemingway Design and Alex

Ely, the lead architect from mae

LLP, had to say about them.

Wayne Hemingway commented:

“We have been talking to the

Hillington Square community

about improvements they would

like within their homes and

within the estate. Many of the

ideas that have come from the

NEW

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Find out more: [email protected] or 03332 404 444

One of the images from the master design plan for Hillington Square


Plenty has been happening

online recently, the

number of followers on

our Facebook and Twitter

pages continue to rise and

our new website is live!

We are up to 403 followers on

Facebook and 824 on Twitter

but we are always looking for

more. If you have a Facebook

and/or Twitter account and

haven’t yet checked out what

goes on on our pages, pay us

a visit. Our Communications &

Engagement team are on hand

to answer questions and to deal

with enquiries quickly and if

they don’t have an answer

straight away, they’ll fi nd

change their contact details, check and print their rent statements and log repairs 24 hours a day, 7 days a week, 365 days of the year. If you are interested in following us on Facebook or Twitter, log on to your account and search for ‘Freebridge’.

out and get back to you.

The new look Freebridge

website is live! By now

some of you might

have already had the

opportunity to use

the website, maybe you’ve even

signed up to our tenant portal.

Users of the Secure Tenant

Area, which can be accessed via

our website, have been going up

since it’s introduction in 2010.

Tenants who have signed up to use the Secure Tenant Area (STA), can log on and carry out a number of tasks about their tenancy which would have previously been done over the phone. The STA lets tenants


ONLINE UPDATE

I apply to become a shareholder of Freebridge Community Housing Limited, of which I am a tenant.

I agree to be bound by the Rules of Freebridge Community Housing Limited and to act at all times in the interests of the association and for the benefi t of the community.

I have read the Tenant Shareholding Regulations set out overleaf.

Application for Shareholding of

Freebridge Community Housing Limited

REGISTERED NUMBER 29744R

. IMPORTANT – Please read Tenant Shareholding Regulations overleaf before signing application.

Please return this completed form and post in a stamped envelope to:Governance Team, Freebridge Community Housing, Juniper House,

Austin Street, Kings Lynn, Norfolk PE30 1DZ.

For any enquiries, please telephone the Governance Team (01553) 667754or email [email protected]

SIGNED:

DATE:

CONTACT DETAILS

NAME (IN FULL):

ADDRESS:

TELEPHONE NUMBER:

EMAIL ADDRESS:

Please state any forenames or surnames that you have previously been known

by (there is no need to include a maiden name).

Please state and give details if you are an employee or Board member of

another housing provider. Please let us know if this situation changes.

✁NEW

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Freebridge Facebook Freebridge Twitter

Our new website is now live


FAIR PROCESSING NOTICE

Freebridge Community Housing is collecting these details to enable us to process your application to become a shareholder. Unsuccessful applications will be kept for one year. Successful applications will be kept until one year after termination of shareholding and the details will be used to contact you in the course of duties as a shareholder. Some details of successful applicants will also be entered permanently into the statutory Register of Members and Duplicate Registers of Members. Should you require further information, please contact the Company Secretary (01553 667754) or the Data Protection Offi cer via the Freebridge ICT Servicedesk (01553 667800).

• All shareholders agree to be bound by the Rules of Freebridge and agree to act at all times in the interests of the association and for the benefi t of the community. You will be sent a copy of the Rules of Freebridge on acceptance as a shareholder.

• All applications for shareholding have to be approved by Freebridge’s Board of Directors. This means that there could be a delay of a few weeks between your application and you hearing back from us.

• Each share has the nominal value of £1, but you will not have to pay this. It will be paid from a special budget set aside by Freebridge.

• Shares have no right to interest, dividend or bonus.

• No tenant can hold more than one share.

• Shares will be offered to every person over the age of 16 who agrees to be bound by the Rules and is registered as a tenant of the association. (If you are on a starter tenancy, you will become eligible once your tenancy becomes fully assured).

• Shareholders can only belong to one class of shareholding (tenant, independent, Council).

• All shareholders will be entered in a Register held by Freebridge.

• A tenant shareholder will cease to be a shareholder if they:

- cease to be a tenant

- are in serious breach of their tenancy agreement

- become an employee of Freebridge

- hold or take up a post in a managerial role or in the Housing team at the Borough Council of King’s

Lynn and West Norfolk

- become, or have been within the past four years, a King’s Lynn and West Norfolk

Borough Councillor

- fail to attend or submit apologies for two general meetings and the Board resolves that they be

removed as a shareholder

- are expelled for “conduct detrimental to the association”.

Tenant Shareholding Regulations

✁

We are set to build 72

new homes over the

next three years in

communities in West

Norfolk where there is

a local housing need.

Between 2012 and 2015, we will build 24 new homes a year on sites where there are opportunities for development as well as a need for housing.

The new homes have been made possible following a funding announcement by the Homes & Communities Agency (HCA), the national housing and regeneration agency for England.

All of these new homes have been supported by funding from the HCA.

Tony Hall, Chief Executive said: “We understand that there is a real need for good quality, affordable housing in West Norfolk. Over the next three years, we will be working with our partners to build homes in a number of communities where there is a local housing need.”

“ Our priority is to provide decent homes, either through improving our existing properties or building new homes, which meet the needs of our tenants and future tenants.”

The 72 new homes are in addition to 34 new homes which we are building this year. This includes 12 new homes on the Fairstead estate and 19 homes on the former Kia Garage site on Wisbech Road in King’s Lynn (see page 3 for full story). We are also building two fl ats on Lady Jane Grey Road in King’s Lynn, and a house in Walpole St Andrew has recently been fi nished.

Last year, we completed work on our fi rst new development at Great Massingham where we built twelve homes made up of fl ats and houses. Each of the homes came with its own allotment.

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FREEBRIDGE SET TO BUILD 72 NEW HOMES

The Freebridge AGM

was held at the King’s

Lynn Corn Exchange in

September. Outcomes

of the meeting included

the decision being made

to reduce the number of

Board members from 15

to 12 and Steve Clark was

appointed as the newest

member of the Board.

Steve lives in Stoke Ferry and

has recently retired. He has

spent his whole career in

the housing profession and

is a fellow of the Chartered

Institute of Housing and a

member of the Royal Institution

of Chartered Surveyors.

As well as working in local

government as director of

housing, he has taught housing

qualifi cations and social studies

at Southampton University and

worked for a major practice of

research and consultancy. Steve

has previously been a board

member of Swaythling Housing

Society in Hampshire.

BOARD UPDATE



WINTER TIPS

You are more than twice

as likely to die in a fi re at

home if you haven’t got a

working smoke alarm. A

smoke alarm is the easiest

way to alert you to the

danger of fi re, giving you

time to escape. They are

cheap, easy to get hold of

and easy to fi t.

How many smoke alarms do you need?

The more alarms you have, the safer you’ll be - as long as they are working - so make sure you test them weekly. You should have a minimum of one alarm on each fl oor. However, if you have only one alarm and two fl oors, put it somewhere you’ll be able to hear it when you’re asleep.

Ideally, if you can ask a friend or relative to visit your home on a regular basis this will mean that in the event of any problems they are detected early on so any damage will be minimised.

Do you know how to turn off your water in the event of discovering a leak?

Almost always the stop cock can be found on the ground fl oor of your property, often under the kitchen sink in the bathroom/wc. If not give us a call and we can help to fi nd it.

Do you have an outside toilet?

If so, we recommend that you turn off the water supply at the isolator tap if temperatures are likely to drop below freezing point.

Have you got insurance?

Following a fl ood in a block of fl ats Mrs Smith was able to replace all her ruined furnishings because she had insurance.

Unfortunately two of those affected by the fl oods had no insurance and have been put in fi nancial diffi culty in trying to replace ruined carpets and furniture.

Freebridge is not responsible for the contents in your home so it is really important that you have insurance.

If you have a large electrical

appliance, like a computer, in

any of the bedrooms, you should

fi t a smoke alarm there too. You

should also make sure you test

it weekly.

If you do not have at least one

smoke alarm fi tted on each

fl oor then call the First Contact

Centre on 03332 4044 444

Burst pipes - How to avoid them!

The winter of 2010/11 was

extremely severe and a number

of households across the UK

suffered from burst water pipes.

Help prevent frozen and burst

pipes by making sure that if

you are going to be away from

home for any period of time

over the winter months that you

leave your heating on with the

thermostat turned down low.


FEAT

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Since the last Streets Ahead, the Tenant Panel has been busy learning more about Freebridge, and looking at key areas of work.

The Panel has been looking at Freebridge’s Local Standards. The Local Standards are the standards tenants can expect from us and explains the service levels we will provide. The Local Standards were launched in April 2011 following consultation with tenants at the start of the year. Panel members have asked specifi c questions about how the Local Standards are monitored and promoted and how they are managed. The Panel considered the answers to these questions and made some recommendations.

The Panel has also welcomed a new member, Steve Orchard. Steve has been involved with the Improving Neighbourhood Group on the Fairstead estate as well as the Woodland Trust. He is also a warden for the Gaywood Plantation Wood and he has also helped to organise a community magazine and set up a community website.

At future meetings, the Panel is set to look at the complaints Freebridge receives, fi nding out how they are managed and the types of complaint received. Another topic the Panel plans to look at is Freebridge’s approach to empty properties.

There are still some vacancies for members. If you would like to join, or fi nd out more, please get in touch with the Communications & Engagement team on 03332 404 444 or email [email protected]

TENANT PANEL UPDATE

OVER

TO YO

U☞ O

VER

TO

YO

U

☞If you’ve got a question to ask or a comment to make, then drop us a line at: Your Letters, Streets Ahead, Freebridge Community Housing, Juniper House, King’s Lynn, Norfolk PE30 1DZ or email us at [email protected] or log on to your Facebook account and search for Freebridge.

Got something on your mind? Send us your letter by:

Post, Email or Facebook

I recently found myself locked out of my property. Some lads from Freebridge were working at a neighbour’s house and helped me get back inside. They also helped calm me down as I was very upset. The lads concerned were: Dean Wright, Richard Fysh, Paul Payne.

Thanks again

Mrs W

YOUR LETTERS

OVE

RTO

YOU

☞

Dear Mr Hall,

I recently called regarding a business matters and spoke to one of your FCC Advisers. I would like to express how impressed he was with the way the call was handled by Tracey Forster. The service that I received was excellent - 10 out of 10.

Regards

Mr B (National Housing Federation).

Both my husband and

I think Freebridge do a

wonderful job and the

modernisation done to

our house is magnifi cent,

improving the warmth and

everything.

Mrs R

Thanks a million for the

home improvements,

rewire, doors, shower room

and new kitchen. It feels

like a new house now.

Can’t thank you enough.

Mrs M

Work I’ve had done in

the past has always been

very good. Double glazed

windows were fi tted earlier

this year. The two men were

fi rst class, top men and

they did a fi rst class job.

Mr H

WANTED: BOARD MEMBERSWe are still looking for tenants who want to join our Board. As part of the Board, you will be able to have a say on key issues about the running of Freebridge, such as how we are run, how we communicate and the policies and plans.

In return for attending regular meetings, the Board members will be able to learn new skills and develop knowledge through the role. The Board member role is voluntary but reasonable expenses will be met.

For further information contact angus.macqueen

@freebridge.org.uk or telephone

01553 667754.


Sean Kent (left) and Freebridge tenant Steve Orchard (right)

OVER

TO YO

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YO

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☞

1) Freebridge owns around 6,500 thousand properties, and is working to bring them up to a decent standard. In the long term would it not of been more cost effective to have replaced the non traditional house’s wall’s with brick, and not to have rebuilt them with a wooden stud wall? Which must surely move with changing temperatures?

1a) The replacement timber frame proved to be more value for money and with larger timbers being used for the studwork there will be less movement. Also with the external wall insulation the property is able to retain more heat than a standard brick wall.

2) How does Freebridge monitor the work carried out by contractors?

2a) When works have been

completed they are checked by

4a) Letting of all of Freebridge’s garage stock was placed on hold for approximately 12 months whilst we carried out a study to make sure that we had up to date information on the condition of each one before we began to let them again. We are now in a much better position to start letting again, confi dent of the standard, and work has begun to allocate the empty garages that we have.

5) On the subject of fl y tipping, what is Freebridge’s stance towards residents who carry out this type of Anti Social Behaviour and since the new neighbourhood warden has been employed, how many successful prosecutions have there been?

5a) The legal powers to prosecute those found guilty of fl y tipping are granted to Local Authorities; whilst Freebridge take a very proactive approach to tackling fl y tipping we cannot

prosecute anyone ourselves. Additionally the Local Authority will only prosecute dumping in public areas, and Freebridge owned land isn’t considered as such. Our Neighbourhood Warden does however works in partnership with the Local Authority’s Waste & Recycling Offi cer to identify culprits and to carry out regular preventative visits to offending addresses - both private and Freebridge owned, as well as offending commercial premises. Our Neighbourhood Warden is also working with the Council to provide information on appropriate waste management to non-English speaking tenants. Our Housing Offi cers also often carry out door knocks and send letters to residents in areas particularly affected, although the continued problem which prevents us taking any further action is often a lack of evidence as to the identity of the culprits.

6) Would it not be more cost effective to have a skip / container available once a month for residents (who do not have any transport of their own) to take their rubbish to, as happened several years ago?

6a) We have tried providing skips in various areas in the past, but have found that this facility is sadly abused and skips were frequently fi lled with inappropriate items or overloaded within the fi rst day, attracting more fl y tipping in that area. Freebridge now focuses on providing information to residents regarding the various established methods of appropriate waste management, such as through the Council’s Bulky Items Collections Service, which is provided in all new tenant starter packs, and during home visits.

7) Are Freebridge considering, or have any scheme’s available, about the fi tting of solar panels to any of their properties? These would possibly complement other energy saving measures, built in during the Decent Home Program.

7a) Yes, we are hoping to carry out a small pilot scheme fi tting some photovoltaic panels on some of our properties this year. There are some particular legal issues that prevent us from

doing anything on a larger scale at the moment. We are also continuing to fi t insulation into more of our properties which many believe is even more environmentally friendly.

8) What measures do Freebridge have in place (like IN TRAN) for communicating with any residents who speak either no English or very little English? Do they have staff that can talk in different languages, when say arranging repairs?

8a) We subscribe to the INTRAN service which all staff have access to. We also have some staff who are confi dent in other languages who can help out in particular circumstances. We also hold English for Speakers of Other Languages (ESOL) classes for tenants who want to improve their English language skills.

our surveyors and any works are

passed back to the contractor to

fi nish. On some other projects

defects are picked up towards

the end of the defects liability

period and passed back to the

contractor to rectify.

3) Does Freebridge have a set individual repair cost for their properties and if so how is this fi gure arrived at?

3a) No, we don’t although we do

monitor maintenance costs for

properties and investigate those

that are particularly high to fi nd

out why. This is something we

hope to refi ne over time as we

gather more information.

4) There seems to have been a problem with the on / off letting of Freebridge garages. Some have been left standing empty for several years. Would it have been more economical to repair and then relet the garages as soon as they could have been?

Spot what page Freddy is on (not including this page!) and send the page number together with your name and address to [email protected] or post to Streets Ahead, Freebridge Community Housing, Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ by 31/01/2012.

*Please read the fair processing statement on page 23.

FIND FREDDIE AND WIN A PRIZE!


YOU ASK THE QUESTIONS: STEVE ORCHARD AND SEAN KENT


The categories this year are:

Community Champion – awarded to a tenant who has got involved and has made a positive difference in their community.

Young Champion – awarded to a young person (under the age of 18 and living with a tenant) who has made a positive difference in their community.

Good Neighbour – awarded to a tenant who makes a difference to their neighbour’s lives by supporting them practically or emotionally.

Inspiration to Others – awarded to a tenant that has overcome signifi cant obstacles in their

life, be if health or lifestyle and inspired others to do the same.

Young Inspiration to Others – awarded to a young person (under the age of 18 and living with a tenant) who has overcome signifi cant obstacles in their life and inspired others to do the same.

Rules of entry:

The deadline for entries into the Tenant Awards is Tuesday 3rd January 2012.

All nominees must be either a Freebridge Community Housing tenant, or live in a Freebridge Community Housing property.

Anyone can nominate a tenant for an award.

Judging:

A panel of tenants, staff and independent partner representatives will decide the winning nominees.

Please see overleaf for entry

form and details.

NOMINATE IN THE 2012 TENANT AWARDS AND BE ENTERED INTO OUR PRIZE DRAW!

HOME CONTENTS INSURANCE

Every year Freebridge Community Housing celebrates the difference our tenants are

making within their communities and the contribution they make to other people’s lives.

✁

Freebridge Community

Housing offers contents

insurance at a reasonable

weekly premium to protect

your possessions and

the scheme is open to all

Freebridge tenants.

Freebridge Community Housing offers a Home Contents Insurance scheme, provided by Aviva. The affordable weekly premium varies accordingly to the level of cover needed.

Did you know that if you do not have any of your belongings insured, you will not be covered for fl ooding caused by cracked pipes during the cold weather. Freebridge Community Housing is not responsible for replacing any damaged items.

per claim is available

• insurance costs as little as 84p per week for cover of £6,000 for tenants over 60 (£1.05 including the additional Accidental Damage cover)

• and as little as £1.26 per week for cover of £9,000 for tenants under 60 (£1.58 including the additional Accidental Damage cover)

• insurance cover is available up to £25,000 for only £4.38 per week with the additional Accidental Damage cover

For more information or for an application form, please contact the Income Team on 03332 404 444.

The policy also offers cover for theft and fi re, which is especially important as Christmas approaches, as your home may contain high value gifts at this time of the year.

Here is a summary of just some of the benefi ts that the contents insurance policy can offer you:-

• weekly premiums have been maintained at their current levels for 2011-12 despite the recent increase in Insurance Premium Tax

• Freebridge has also agreed a higher level of basic cover for all insured tenants, despite the premiums not being put up

• optional Accidental Damage extended cover of up to £500

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ENTRY FORMNomination:

Your name

Your address

Telephone (mobile or landline)

Name of person I wish to nominate

Details of nomination

Please return completed forms to: Annette Hyam, Juniper House, Austin Street, King’s Lynn, Norfolk, PE30 1DZ

✁

Everybody who

nominates will be

entered into a prize

draw to win £25

shopping

voucher.

In November, Freebridge

employees gave an hour

of their time to help

customers and colleagues

to get online.

Freebridge is supporting Race Online 2012 which aims to provide opportunities for people to get online. Their ‘Go On Give An Hour’ campaign encouraged people to use the extra hour they gained when the clocks went back to help others to use the internet. We joined the campaign and employees from across the organisation shared their knowledge at support sessions for customers. The sessions, which took place at Juniper House, encouraged customers to use the internet to get information and use online services including social media. We also held a special session for employees, where employees were able to ask about the use and security of the internet.

Sean Kent, Executive Director (Resources) said: “As an employer and an investor in the local community, we are committed to digital inclusion. We are aware of the challenges which stop many people from using the internet and we want to support our customers and employees so that they can use the Internet.

“The Internet plays a crucial role in our everyday lives, we use it to work, to keep up to date with our friends and family and to shop. We want to make sure that our customers and employees are able to use the Internet to do all the things they need to.”

Race Online 2012 website

FREEBRIDGE HELPS GET PEOPLE ONLINE


Freebridge employees taking part in the ‘Go On Give An Hour’ campaign

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Last Christmas we ran a competition on our Facebook page where tenants were asked to post pictures of their Christmas trees. From the entries that we received, our friends at Country Grounds Maintenance (CGM) chose the one that they felt was the best decorated. The winner of this competition was Diane Fisher of Tilney St lawrence. Diane will be delivered a lovely real Christmas tree this year for her and her family to decorate. Well done Diane and thank you to CGM for supplying the Christmas tree.

Have you ever wanted to

work for yourself? Have

you got an idea for a

business? Are you

looking for some advice

and guidance to get

started? Then 2012 could

be the year you begin a

new career.

We have teamed up with Outset Norfolk, an organisation which supports individuals who want to become self-employed, to offer an information session for Freebridge tenants. The ‘Become Your Own Boss’ event will take place between 12noon and 2.30pm on Thursday 26th January at Yours Business Centre in King’s Lynn. During the session you will be able to fi nd out what help there is on

offer for you to set up your own business. You will also be able to talk through your business idea and fi nd out what steps you need to take to make your idea a reality. If you don’t yet have a business idea you can fi nd out more about becoming self-employed.

If you are a Freebridge tenant and would like to take part in the event, which includes lunch, please contact [email protected] by Monday 16th January 2012.

Solutions for Business website

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COMPETITION WINNER ANNOUNCEMENTWell done to Mrs Kathleen Smith, Terrington St Clement, King’s Lynn for spotting Freddy the Freebridge bear in the Sept issue of Streets Ahead.

Would you prefer to receive your Streets Ahead via email?

EMAIL OPT-IN

CHRISTMAS TREE WINNER

We publish our newsletter to make sure that you receive to the information that matters. Up until now we have only given you the option of having Streets Ahead posted to you but we’re always looking at ways that we can improve how we communicate with you. If it would suit you better to receive an electronic copy of Streets Ahead then tell us. Fill in the form below and send the slip back to: Jamie Williamson, Freebridge Community Housing, Austin Street, King’s Lynn, Norfolk PE30 1DZ. Alternatively email [email protected]

Feedback Slip

Full Name:

Address:

Email Address:

Mobile Tel (optional):

TENANT ACADEMY: MIND MENTAL HEALTH FIRST AID TRAININGThrough our Tenant Academy, we aim to offer courses which help to develop people’s skills and knowledge across a range of subjects. In November, we held a two-day course on Mental Health First Aid. The training, which was ran by mental health charity Mind, gave people basic skills to help someone suffering from mental distress, give them support and direct them to professional help. The course did not teach people to diagnose, give treatments or become therapists, all of which need professional help. We had a large number of tenants who wanted to take part in the training, and we are also running a course for Freebridge employees.

If you would like more information about any of the courses we run through the Tenant Academy, then please contact Annette Hyam, Communications & Engagement Advisor on 01553 667740 or email [email protected]

BECOME YOUR OWN BOSS IN 2012✁

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FANCY GETTING PAID TO SHOP?When things sound too good to be true they very often are but not in this case.

Mystery shopping is becoming part of a process which housing associations use to test their performance. Here at Freebridge Community Housing we are no different and that is why we are looking for customers of Freebridge to go undercover to carry out mystery shops.

We are keen to fi nd out what you, our customers really do think of us, and want to know if we are meeting our service standards.

You can be paid between £10 and £100 for carrying out a variety of mystery shops over a set period of time, in person, by post, over the phone or by email.

For more information call Matt Barber on 03332 404 444

DECENT HOMES UPDATEWe are continuing our work to

bring homes up to the Decent

Homes standard and we

are about to enter the fi nal

stages of this work. We will

be in touch with you directly

about any improvements to

your home. In the meantime,

if you have any questions,

get in touch on

03332 404 444.

Freebridge Community Housing

(FCH) is a Registered Social

Landlord. FCH needs to collect

certain information about its

tenants and leaseholders in

order to be able to act as a

responsible landlord, and to

fulfi l its statutory duties. Any

information gathered will be

used by Freebridge and its

DATA PROTECTIONFAIR PROCESSING NOTICE

third party partners in meeting

its obligations, and in order to

inform its service users from

time to time about the services

it can offer. If you have any

queries regarding the collection

and use of this information,

please contact your Housing

Offi cer or FCH’s Data Protection

Offi cer on 01553 667800.

FREEBRIDGE COMMUNITY HOUSING’S PERFORMANCE JUL – SEPT 11The following information

is about Freebridge’s

performance in key

activities during the

Second Quarter of the

fi nancial year Jul to Sep 11

As always, if anyone has any suggestions upon how we might make further changes and improvements please contact Jamie Williamson in our Communications & Engagement Team on

(01553) 667739 or at [email protected]

Performance Area Last Year Annual Quarter to date Target Jul – Sep Apr – Sep

Emergency repairs dealt with within target time (24 hours) – All Contractors 100% 100% 100% 99.4%

Urgent repairs dealt with within target time (1 week) – All Contractors 99.07% 99.26% 98.5% 99.0%

Routine repairs dealt with within target time (1 month) – All Contractors 98.33% 98.01% 98.0% 98.4%

Rent Arrears of current tenants (excl HB Arrears), as a percentage of the total rent due for the year 1.5% 1.6% 1.5% 1.5%

Average Re-Let Time for empty properties - ‘Net’ fi gure including allowance for Major Repairs 9 days 8 days 10 days 12 days

Number of tenants evicted for non-payment of rent 5 9 20 14

Anti-Social Behaviour Volumetric Area

Volume of Anti-Social Behaviour cases dealt with by Housing Offi cer Team 153 206 - 306

Volume of legal actions for ASB commenced in the Quarter 10 14 - 12

Element Total Target Quarter Status YTD 2 Cumulative

Kitchens 415 438

Bathrooms 296 365

Wiring 293 228

Windows 488 402

Doors 175 275

Heating 365 366

Total 2032 2073

Decent Homes Improvement Programme: April – Sept 2011 Key to ratings

the annual target is presently being exceeded

Performance is matching or close to the annual target

the annual target is presently not being met

These fi gures do not include Decent Homes works we have carried out on Non-Traditional properties.

2011/12 2010/11



Freebridge Community Housing Main Offi ceJuniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ

Telephone: 03332 404444 Fax: 01553 667701

Email: [email protected]

Offi ce Opening Hours:8:45am - 5.15pm (Mon-Thurs), 8:45am - 4.45pm (Fri)

Bank Holidays, Saturday and Sunday closed.

Out of Offi ce Hours: The main telephone number (03332 404444)

will divert to 24 hour emergency service.

Repairs: 03332 404 444. Please report all repairs using this

telephone number.

Freebridge Community HousingNorthern Area Offi ce, Valentine Road, Hunstanton, Norfolk PE36 5EZ

Telephone: 01485 534219 / 01485 534654 Fax: 01485 535073


Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only)

For afternoon appointments please telephone.


Freebridge Community HousingSouthern Area Offi ce, Priory Centre, Priory Road,

Downham Market, Norfolk PE38 9JS

Telephone: 01366 384696 Fax: 01366 386798


Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only)

For afternoon appointments please telephone.


Freebridge Community HousingNorth Lynn Estate Offi ce, 4 Walpole Road, North Lynn, King’s Lynn,

Norfolk PE30 2DZ

Telephone: 01553 773133


Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only).

Bank Holidays, Saturday and Sunday closed. Out of hours visits to

offi ce by appointment only.

House Exchange:

www.freebridge.houseexchange.org.uk

The views expressed in this publication are those of contributors, and not necessarily those of Freebridge Community Housing.

This entire publication is under copyright, and is not to be duplicated or reproduced in any way without permission.

Editor: Jamie Williamson

Contributions from: Sophie Bates, Dave Clements, Colin Davison, Jacqueline Fry, Annette Hyam, Sean Kent, Angus

MacQueen, Jeremy Mason, Carol McIntosh, Michelle Playford, Simon Swanson

Designed by: me (& the dog) | Printed by: Barnwell Print | Circulation approximately: 7,000

DEVELOPING HOMES AND CREATING OPPORTUNITIES

FOR PEOPLE WITHIN WEST NORFOLK

Streets Ahead - December 2011

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Transcript of Streets Ahead - December 2011