• Celebrating the history of Hardwick

• Universal Credit

• Myth-busting and the future of housing

• Upcoming Estate Inspections

• Kids Corner

your news, your views, your magazine2 3your news, your views, your magazine

It’s safe to say that 2015 has been a turbulent year for housing providers and tenants alike. The Chancellor’s budget back in July was a game changer for the housing sector. There has been a lot of talk in the press about Right to Buy and Pay to Stay, as well as Welfare Reform. In this edition, we try to dispel some of the myths around what’s going on and how it affects you. Like all Housing Associations, we face the prospect of having to achieve more with less income once the government’s planned rent reductions start to take hold. However, despite the challenging times we face, North Star is joining forces with our partners and peers in housing, and with our tenants, to make sure we can weather the storm. We have been proactive in improving services, whilst reducing costs and continuing to deliver better Value for Money. Through smarter procurement of services we have been looking for ways to make savings that can be re-invested back into the front line to directly benefit you, our tenants.

We recognise the need to support our tenants, beyond the basic provision of bricks and mortar. We invest significantly in supporting local communities to develop a stronger voice, and strive to find ways to support our tenants through the difficult times we are witnessing. We have a great team at North Star and all our staff work hard to contribute to our success. Our tenants also play an important role in scrutinising, shaping and influencing the services we provide, helping us to shape our policies, procedures and local services.

As well as sharing all the latest news and events from your community, this edition of HOME includes your annual Tenant Report pull-out. We’ve also got information about credit unions and responsible lending. We take a look back at some of the new affordable homes that we’ve developed in your area over the year. Plus, we’ve got some winter activities for the kids, thanks to our friends at the RSPB.

Read on for details of our new Customer Service Team and how you can contact us, ways to get involved and tell us what you think, and information about upcoming estate inspections in your area.

Scheme Openings 4-5

Celebrating the history of Hardwick 6-7

Kitchen for the community 8

Supporting with Sport 8

Putting the community in touch 9

Social Value 10-11

Myth-busting and the future of housing 12-13

Universal Credit 14-15

Home essentials at big discounts 16

Paying the easy way 16

Properties To Let 17

Get Together and Get Involved 18-19

Garden Competition 20

What’s App-ening 21

New Handyperson Service 22

Here to help 23

Upcoming Estate Inspections 24-25

Kids Corner 26-27

Angela LockwoodGroup Chief Executive, North Star Housing Group

What’s inside:

Welcome Home

Welcome to the latest issue of HOME, the magazine for North Star Housing Group Tenants.

WelcomeHome

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6-7

Date Open Close

Friday 18th December 9am 11am

Monday 21st December 9am 5pm

Tuesday 22nd December 9am 5pm

Wednesday 23rd December 9am 5pm

Thursday 24th December - CLOSED

Friday 25th December - CLOSED

Monday 28th December - CLOSED

Tuesday 29th December - CLOSED

Wednesday 30th December - CLOSED

Thursday 31st December - CLOSED

Friday 1st January - CLOSED

Monday 4th January 9am 5pm

Christmas and New Year Opening Times

18 26-27

your news, your views, your magazine4 5

The Steadings is a flagship project in Richmondshire for 12 local families. The scheme was officially opened by a plaque that was unveiled by Lord Lieutenant Barry Dodd CBE, the Queen’s personal representative in Yorkshire and an experienced local entrepreneur.

The scheme cost £1.6m and is located two miles from the army barracks at Caterick Garrison. The scheme was

helped by a £573,000 grant awarded from the Homes and Community Agency (HCA).

Alongside the homes, Endeavour worked with Playdale to develop a brand new playground at the site. The playground was designed with toddlers in mind and specialist play equipment chose for young adventurers.

The Steadings, ScottonThe Steadings scheme was the first of the many scheme openings we did this past year.

At North Star, we are always building and improving our homes. In 2014/15 we have built 121 high quality new homes. Every time we build a new scheme, we enjoy making a song and dance to show that we are doing our bit to get Britain building.

Acklam Green, AcklamThe Acklam Green scheme was a £1.1m scheme that included the development of 16 affordable family homes.

The scheme formed part of a larger new build scheme in which Bellway have provided 454 properties for rent or sale.

Minors Crescent, CockertonThe Minors Crescent scheme was a large-scale £6m project that involved the regeneration of existing homes and the building of some much needed affordable homes.

The scheme saw 76 houses demolished and then replaced with 80 new family homes, bungalows and apartments. The plaque, to officially open the scheme, was unveiled by Veronica Copeland, Cabinet Member for Adult Social Care and Housing at Darlington Borough Council.

Features

Scheme Openings

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The current regeneration work started in Hardwick in 2005. However, Endeavour Housing Association, part of North Star Housing Group, has been working in Stockton on Tees since the early 1970s, producing high quality refurbished and new homes in partnership with Stockton Borough Council and the Homes and Communities Agency (HCA).

Edna Dixon, tenant at North Star’s award winning Aspen Gardens, has lived in Hardwick since the first houses were built there in the 1950s.

Edna tells the story of how much change she has seen in Hardwick since moving from Leeds as a newlywed back in 1955. She said:

“When we first moved there was nothing. It was all fields. There was just one school,

Harrow Gate, where my bairns used to go. A van used to come around with food a couple of times a week. We had to go to Roseworth for shopping, because we had no shops. I could climb over the fence in my back garden and walk across to the bus stop.

“They gradually built more houses and we got new neighbours in. They built shops, and pubs and the hospital. There were two supermarkets – the Co-op and the Kwik Save – and the wool shop, the barbers, the paper shop, and the chemist. We used to meet everybody down the shops and you got to know everybody. I had a good street and good neighbours.”

North Star is this year celebrating ten years of regeneration, in the Hardwick area of Stockton, by taking a nostalgic look back at the area’s history, thanks to local residents.

Features

Celebrating the history

of Hardwick

Edna lived in the same house in Hardwick until she moved into her home at Aspen Gardens when the scheme was first built in 2007. She said:

“I thought I’d be there forever, but of course I couldn’t now, with the steps and everything. I’m 90 next birthday. But I keep going!

“They’re lovely apartments. Everybody’s said how nice they are. And they’re big. I moved over when it first opened. It was nice to see it all being built up.

“John died just after we came in here. He had cancer. So I’ve been by myself all this time. But you’re not by yourself here, you’ve got friends and neighbours here with you.”

As a member of 4U, a group of residents who organise social trips and events for their fellow tenants, Edna is always kept on her toes. She said:

“We have coffee mornings, we do the knitting, the bits and bobs and little activities like that. I do the sewing too. People downstairs are always bringing things up and asking ‘will you just stitch this?’ They keep me busy!”

Angela Lockwood, North Star’s Chief Executive, said:

“The regeneration work at Hardwick is seeing the area developed for today’s lifestyle, with modern family homes available for rent and sale with good local amenities

and links. These homes are great news for residents of Stockton, so when we decided to take a look back over Hardwick’s history, we thought who better to talk to than the experts – the local people who have lived, worked and grown up there.”

North Star’s long term commitment to modernising the Hardwick area for local residents is now entering its final phase.

your news, your views, your magazine8 your news, your views, your magazine 9

The centre gives free internet access to tenants and provides a space for community groups to meet and put on activities.

The home at 31 Wellgarth, was in part changed over to help tenants use computers and internet access ahead of the introduction of Universal Credit.

Peter Locke, Community Investment Officer, said: “It is good to have a place for local people to use computers. “We will plan on having training provided by ‘digital champions’ who

will help residents with things like online shopping, internet safety, Skype and other useful internet tools.”

The base will also be used by Housing Officer Rebecca Kelly who will use one of the rooms as a meeting place for her tenants to come and talk to her.

Alongside changing the house to a drop-in centre is the plan to put up new swings and a slide at the community garden to provide a play area for the children living at Wellgarth.

Sporting Chance is funded by the Big Lottery Fund and delivered by Volunteering Matters and Middlesbrough Sports Development.

The project which is aimed specifically for men aged over 50, living in Middlesbrough, put the tenants through their paces with a number of chair based exercises, some indoor curling and bowling and a good old-fashioned sports quiz.

Judith Warrior, scheme worker at Rosedale, said: “We put huge emphasis on supporting tenants and this project was a great way to help us all look after our health a bit more. They’re all exhausted now though.”

The excellent charity, Investing in People and Culture (IPC), is celebrating launching a new community kitchen.

A house in Evenwood has been converted into a drop-in centre by North Star.

Kitchen for the community

Putting the community in touch

Community Investment

Residents from the sheltered housing scheme, Rosedale Court, were visited by the charity project, Sporting Chance.

Supporting with sport

Focusing on the social inclusion of vulnerable migrant, refugee and minority ethnic groups on Teesside, the charity helps people to access education and training – including learning English as a second language.

The charity has been regularly supported by North Star Housing Group since March 2014.

The IPC community kitchen is a fusion of two other projects – the Community Growing Project in Albert Park and Cultures Cooking Together.

IPC Trustee Bini Araia enthused: “It allows people from different countries and backgrounds to work together to share knowledge and skills in growing and cooking food.”

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At North Star we do all we can to provide good quality, safe and secure homes to customers. We also aim to do a lot more than this by working with our residents and communities to improve the quality of their lives. This might be funding for community projects, free advice about how to reduce energy bills, working with contractors to offer apprenticeships to local people and providing free access to advice and support for those wanting to improve their chances of getting a job.

Community InvestmentBetween 2012 and 2015 the overall impact of Community Investment has been;

Projects Funded: 116

Total North Star Housing Group Funding: £181,683.34

Total Other Funding, attracted on the back of North Star Housing Group funding: £355,612.01

Total Beneficiaries: 18,721

For every £1 we put in, £1.95 was levered from other sources.

Added ValueSo far, Contractors have:

Committed in 2014/15: £23,000

Completed Social Value work: £11,000

Employment: Taken on 2 trainees, Completed 4 work placements, employed 9 apprentices on our contracts

Charity:£1,000 donated to charity; Completed 2 community labour days

FundraisingMoney raised through staff events and fundraising initiatives for both Macmillan and Breast Cancer Awareness: £1,365

Volunteering:

Time Contributed by staff: 185 hours/26.5 working days

North Star Investment (Based on wage) into local communities: £2,963

North Star Investment into Staff Training and Development in 2014/15@ £205,000

Supporting TenantsNorth Star allocated £10,000 into a Hardship Fund in 2014/15. The Hardship Fund is there to support tenants and staff deal with households in crisis by providing financial support that can be used in a one off emergency situation.

Welfare Benefits Officer

2014/15 Tenant Income Increase: £306,978.76

2012/15 Tenant Income Increase: £842,249.35

Tenants Visited: 1,300

Referrals made to other agencies: 1,315

Homes

Heating Upgrades: 98 A-rated boilers

Potential Savings per property per year on energy bills: £340

Potential Total Savings: £33,320

External Wall Insulation

Properties Fitted: 28

Potential Savings on fuel bills per year: £175 (mid terrace) or £260 (semi-detached)

Potential Total Savings: £4,900 (mid-terrace) or £7,280 (semi-detached)

Tenant Advisors and Procurement ImpactTenant Advisors have worked alongside staff in the assessment of tenders, interviewing contractors and monitoring their work.

They have been involved in:

The External Decoration Contract

The Electrical Servicing Contract

The Damp Proof Contract

Total Savings in Procurement Processes:£246,000

House volunteered by Tenants: 7,172

SocialValue

Community Investment

your news, your views, your magazine your news, your views, your magazine

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Myth-bustingand the future of housing

I keep hearing about housing in the news. What’s going on?The Conservative Government wants to shake-up Housing and the benefits system in the UK, making sweeping changes that will affect millions of people. Housing providers are even starting to come under attack by the media, having been accused of “…public sector lethargy and private sector greed”. However, the reality could not be more different. Despite the challenging times we face, housing providers like North Star are trying harder than ever before to support Tenants like you.

People are talking about a “housing crisis” in London and the South East. Is there a “housing crisis” here?Yes, but we’re not dealing with the same problems as they are down South. You have probably heard on the news that house prices and rents in London are so high that people are not able to afford to find a home in the city. Up here, the problem is that we have empty housing in areas where people don’t want to live. At the same time there are not enough affordable new homes being built in places where people do want to live. As a result, people in the North are struggling to find the homes they need at a price they can afford.

So what changes are the Government actually trying to make?There are four main parts to the Government’s planned changes: Right to Buy, Pay to Stay, Welfare Reform and reduced rents.

What is “Right to Buy”?Right to Buy is a policy which gives certain council tenants the legal right to buy the home they are living in at a discount of up to £77,900. The Right to Buy scheme was first introduced by the Conservative Government in 1980. At the moment most housing association tenants do not have the Right to Buy. However, the Government has plans to extend Right to Buy to more housing association tenants.

Although helpful to some, this is not without its problems – the discount on these homes is paid for using public money, councils will have to sell off their most valuable homes and land to compensate housing associations for the sale of their homes, further reducing public resources.

How Right to Buy will work for Housing Association tenants is not yet known, when we know more about this, we will keep you informed.

Removing them from housing association ownership will reduce the amount of available housing for those in need, at a time when the region is already struggling to meet demand. There are plans to try to build new houses to replace the old ones, but not enough.

I’ve heard I will be paying less rent. Is this true?

Yes. The Government has said that Housing Associations will have to cut the majority of social housing rents by 1% each year for the next four years from April 2016. Chancellor George Osborne believes this will help reduce the country’s housing benefit bill. The cut will apply to the majority of social housing rents, including affordable and social rents. You will receive a letter next spring which will include your rent statement.

This does mean we will have less money to provide services.

What is “Pay to Stay”?

Since 2012 housing associations in England have been allowed to charge higher rents to tenants with an income of £60,000 or more a year. Many housing providers have not taken up this opportunity. We don’t gather information or monitor your incomes, so we don’t have any way of knowing whether you qualify. Also the rent rises for Tenants who are affected would mean many could no longer afford to live in their homes.

As part of the Summer Budget in 2015 the Government announced that in future, social landlords like us would be forced to introduce the ‘pay to stay’ scheme and that new, lower, household income thresholds would be introduced. Inside Housing magazine estimates that 11,227 households in the North East could be affected.

We do not know how we are expected to apply this change, when we do know more, we will keep you informed.

How will all this affect my landlord and the services I get?

To make up for receiving less money in rent, North Star have to save more than £6m over the next five years. This unfortunately means we have less money to spend on delivering services for our tenants, so you are likely to see some changes to the services we provide. We are trying to minimise the impact to tenants, by making savings to the way we run the business, however, we can not make all the savings needed this way.

When the changes come in there will be significant changes to be made. Such examples at present are;

• Reducing our annual staffing budget by £228,500 by not renewing fixed-term contracts and reducing the number of apprentices.

• Reducing professional fees by £97,000

When more information is available we will let you know.

For more information about the changes, contact North Star on 03000 11 00 11.

I’ve heard all about welfare reform and the changes to the benefits system. Will this affect me?

If you claim benefits including Housing Benefit, Working Tax Credit, Child Tax Credit, Disability Living Allowance, income-based Jobseeker’s Allowance, income-related Employment and Support Allowance (ESA), or Income Support, the chances are you will be affected and your benefits may have already changed.

A Benefit Cap, which sets a limit on the total amount of benefits you can get, means you may lose some of your Housing Benefit if you currently receive more than £20,000 per year. Under the new rules, you can’t appeal against a decision to cap your benefits and you may have to find the money to make up your rent from other income or consider moving to a cheaper home. Housing Benefit will not be available to anyone aged 18 to 21.

For more information on how Welfare Reform may affect you contact our Welfare Benefits Officer Andrea Peacock on 03000 11 00 11.

Since the General Election in May, it can’t have escaped your attention that Housing suddenly seems to be a hot topic in the news. But how do all the changes really affect you as a Tenant? It’s time to dispel some of the myths…

your news, your views, your magazine your news, your views, your magazine

Money Matters

your news, your views, your magazine 15

Who is affected by Universal Credit?Right now, Universal Credit only applies to people who are newly unemployed and living in certain areas of the country. Over the next year or so it will affect everyone claiming the benefits and Tax Credits that are being replaced.

If you already receive one of the benefits Universal Credit is due to replace, you continue to do so until you are told that you need to claim Universal Credit instead.

How will Universal Credit be paid?In most cases, Universal Credit will be paid as a single monthly payment in arrears. A couple will receive one payment so you will need to decide who payments will be made to. Other adults living in the same household who are claiming Universal Credit will be paid separately.

Your first payment will be made one calendar month and 7 days after the date of your claim and then monthly on the same date after that.

My Housing Benefit gets paid straight to my landlord – will this change?

In most cases, the money you get to help pay your rent will be included in your Universal Credit and paid to you on a monthly basis. You’ll then pay your full rent to your landlord yourself.

Get ready for monthly payments

• If you’re used to working out your spending weekly or fortnightly, you’ll need to start managing your money across the whole month.

• Find out how to get to get to grips with your household budget by using an online budget planner tool at moneyadviceservice.org.uk/budget

Roll out dates

Universal Credit is already live for single jobseekers in Hartlepool and Hambleton (16/02/15), County Durham (21/09/15), Darlington (23/11/15) and is being presently rolled out in Stockton (07/12/15).

The next roll out dates are Middlesbrough (08/02/16) and Redcar and Cleveland (14/03/16).

How will I claim Universal Credit?

Universal Credit is claimed online at www.gov.uk/universalcredit.co.uk. If you don’t have access to the internet at home you will be able to use the computers at your local Jobcentre, a local community centre, library or local council offices to make an application.

You can get help to make your online claim by calling the Universal Credit Helpline on 0345 600 0723.

Once you’ve made your claim you may have to go to the Jobcentre for an interview, to sign your claimant commitment, to provide identity documents and discuss your personal budgeting needs.

Universal Credit has started to replace a range of benefits and tax credits for working age people with a single monthly payment that includes help with your rent.

You will claim Universal Credit if you are on any of the following:

• Income based Jobseekers Allowance

• Income related Employment & Support Allowance

• Income Support

• Child Tax Credit/Working Tax Credit

• Housing Benefit

Other benefits such as Child Benefit, Carers Allowance and Personal Independence Payments will continue to be paid as usual.

Universal Credit

1234 5678 9101 1234

your news, your views, your magazine14

Get the right bank account• Your bank, building society or credit union account

will need to receive automated payments because that’s how your Universal Credit will be paid.

• If you have a partner, you will get a single payment of Universal Credit for both of you, so consider whether you want a joint account.

• It’s useful to set up direct debits for bills like your rent. Paying this way can help spread the cost and many gas, electricity and phone suppliers offer better deals if you choose this.

Get Online• Think about where you will be able to access the

internet – this could be at the library, Jobcentre or local council offices.

• If you would like to improve your computer skills, your local library or college can help you find a course. Or, if you already have access to the internet, look online – there are free courses that can help build your confidence.

Money Matters

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There is increasing concern about the impact this is having on families who feel they have no choice but to turn to so called ‘pay day loan’ companies to finance the things they need for their home at very high rates of interest.

In conjunction with finance from your local Credit Union, Smarterbuys is a discount deal scheme that aims to offer a credible, responsible alternative to high interest stores and loan sharks.

The scheme’s website offers essential household items - including furniture

and white goods, such as fridges, cookers and washing machines - for sale at a significant discount, whilst also helping customers find access to responsible, affordable credit.

If you think Smarterbuys can help you, or for more information, visit: www.smarterbuys.org.uk or call North Star Housing Group on 03000 11 00 11.

How do you pay your rent? If the answer is not by direct debit, then maybe it is time to change.

Direct debit is the easiest way to pay. Money is taken directly from your bank account without you having to lift a finger. To sign up for direct debit contact 03000 11 00 11* *(Calls will be charged at a local rate. Calls may be recorded for training and quality purposes.)

Other ways to pay your rent:

Pay your rent at any outlet that displays the Allpay sign. This includes shops, garages and post offices.

Or you can pay your rent by cheque or debit card at any of our offices.

Welfare reform, the increasing cost of living and rising unemployment are pushing a growing number of households into financial difficulties.

Home essentials at big discounts

Paying the easy way

We also offer a comprehensive welfare benefits advice service including advice on benefits, how to maximise your household income and household finances, as well as advice on fuel debt, fuel tariffs and switching providers.

• No admin fee, no bond and no deposit to pay

• Secure, long-term tenancies available

• 24 hour repairs & maintenance service

To find out more call: 03000 11 00 11Or visit www.endeavourha.co.uk www.teesdaleha.co.uk

TO LET

Money Matters Your Home

Personal service from a dedicated Housing Officer, who will provide you with advice and support in your tenancy.

We are a pet friendly

organisation.

your news, your views, your magazine 19

• Develop new skills and abilities

• Make your voice heard

• Meet new people

• Help improve North Star’s services for everyone

• Free trips to conferences and training

• Get to know us better

• Free events, including a Christmas party

Who is 4U?

4U is a group of North Star residents who are over the age of 55 or have a disability. They arrange local events and day trips for the elderly and disabled community.

How much time is involved? One meeting a month, with tea, biscuits and lunch!

4U Group

North Star Housing Group believes it is essential to involve residents and communities in shaping our services.

How do I get involved?Contact Beth Danby, Community Investment Officer:Call – 01642 796 324Text – 07702 696 062Email – beth.danby@northstarhg.co.ukAlternatively, let your Housing Officer know you are interested.

North Star LINKWho is LINK? LINK is a group of North Star residents who meet with staff monthly. The group represents the views and promotes the interests of all tenants by influencing our services.

How much time is involved? One meeting a month, with tea, biscuits and lunch!

LINK OnlineWho is LINK Online? LINK Online is a group of North Star residents who give their views on our services from the comfort of their own home, via the LINK Online page.

How much time is involved? As much time as you like! LINK Online is updated monthly.

Tenants Voice Scrutiny Panel (TVSP)Who is TVSP?

TVSP is a group of North Star residents, who look at our services in depth to make recommendations for improvement.

How much time is involved? Two meetings a month, with tea, biscuits and lunch.

Tenant AdvisorsWho are Tenant Advisors? Tenant Advisors test out our services and make recommendations for improvement. They take part in activities including mystery shopping, surveys, visits, work shadowing and interviews with staff and tenants.

How much time is involved? Take part as much as you like! On average, Tenant Advisors get involved up to 6 times a year.

It’s where you live…have your say!“We work hard at being a great landlord by involving people and working together.”

“We listen, learn and do better.”

“We place people and communities at the centre of all we do”

your news, your views, your magazine18

Get Invloved

Get Together and Get Involved

Ways to get involved:

Why get involved?:

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Residents of Belle Vue estate in Hartlepool showed off their green fingered skills in the Best Garden or Yard competition on 27th August.

The competition was extremely strong in both the Best Garden or Yard and Best Hanging Basket categories – so strong in fact, that the two entrants from Best Garden or Yard could not be separated.

The judges, Conan McKinley, Assistant Director of Technical Services, Carol Pearson, Chair of Tenants’ Voice Scrutiny Panel and Board member, Peter Waugh, awarded Mr Edwards and Ms Close of Worcester Garden joint first prize in Best Garden or Yard category for their ingenious use of space that created a fantastic, relaxing area in their back yards.

The judges also awarded Mr. and Mrs. Okonski of Kent Avenue joint first prize for their expert design and management of a very large and unusual shaped garden. Extra marks were awarded for the use of dinosaurs!

In a very tough hanging baskets category, Mr. Martin of Kent Avenue was given first prize of colourful and well-maintained baskets.

To use the North Star Customer App you will need to:

1. Download the app from the App Store

2. Register

3. Create a PIN code

4. Log in:

• Current Tenant Reference

• Surname

• Date of Birth

• Postcode

• Housing Enquiries

• Complaints

• Compliments

• General Enquiries

• Requesting Alternative Document Formats

• Report Repairs

• ASB report

• Debt Advice

• Applying to move Home

You can use the app for:

If you are unsure of your current tenant reference number, then please email us at customerapp@northstarhg.co.uk with your surname, date of birth, mobile phone number and postcode to request it.

Residents of Belle Vue estate in Hartlepool showed off their green fingered skills in the Best Garden or Yard competition on 27th August.

We now have a new app available for all tenants.

Garden Competition

What’sApp-ening

Kirsty Smith, Housing Officer for Hartlepool said:

“It’s been great to be able to hold a garden competition on Belle Vue estate. The gardens look fantastic and they’ve really brightened up the estate.”

Get Involved

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Our Services

your news, your views, your magazine 23

Tenants of our new build properties are now asked to fill in a customer feedback survey shortly after they move into their new home and also after having lived in the property for over a complete year.

This feedback is really valuable to the Development Team as it gives us information about what we are doing well and not so well, what customers feel about the design of their new home, and also the performance of us and our contractors.

As a small reward for taking people’s time to complete these surveys we have been offering the chance to win a £25 shopping voucher.

The two winners, drawn at random, since the last magazine are: - Mr & Mrs Hutchinson of Bartram Court, Hartlepool and Ms Levy of Warwick Square, Darlington.

Congratulations to those two winners and thank you to everyone who has returned their questionnaire. The next draw will take place before the next magazine is published.

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Who do I contact? As a tenant of Endeavour, Teesdale or Darlington Housing Association, you can Contact Customer Services Team on:

03000 11 00 11 or customer.services@northstarhg.co.uk

Opening Hours – 09:00 - 17:00

At North Star, we want to get to know you and support you as much as we possibly can. Whether it is advice on Welfare Reform, support with anti-social behaviour, or you need to report repairs, give us a call and we will be happy to help. You can get in touch with us on 03000 11 00 11.*(Calls will be charged at a local rate. Calls may be recorded for training and quality purposes.)

Our Customer Service Team is on hand to provide you with all of the support and advice you need to ensure you’re getting the best service possible.

As your Landlord, we can help you with:

• Rent payments & arrears

• Tenancy queries

• Minor anti-social behaviour problems

• Repairs

Tips to use before contacting us:

• Smoke alarms – check your battery first

• Fluorescent lights – Check your starter motor & tube

• External lights – check your light bulb before ringing

• WC seat – tenants’ responsibility

• Some Aids and Adaptations to your property

• Future planned improvements to your home

• Providing an out of hours repairs service

*(Calls will be charged at a local rate. Calls may be recorded for training and quality purposes.)

Our Housing Officers and Customer Service Team are on hand to provide you with all of the support and advice you need to ensure you’re getting the best service possible. Your Housing Officer is based locally and each and every one of them knows the communities they work in.

We have launched our new handyperson service for Endeavour and Teesdale Housing Association tenants who meet the following criteria:

• Over 60 years old

• Have a disability

• Have a disabled child/children

Here to helpNew

Handyperson Services undertake small scale jobs for tenants to enable them to continue to live independently at home.

What type of jobs can the Handyperson do?

The service is initially a 3 month trial partnership (with the potential to extend to 12 months) between North Star and Four Housing care and repair team. They can carry out small jobs (taking up to 2 hours) inside and outside your home that affect your safety, security and comfort.

Examples of Handyperson jobs:

• Replace light bulbs

• Trim and fix loose carpets

• Replace toilet seats

• Move pieces of furniture

• Put up shelves

• Put up curtain rails and curtains

• Fit telephone extension leads

What to Expect

When you call us on 03000 11 00 11 your appointment will be booked for the Handyperson to visit you. The Customer Service Team will tell you when your appointment will be and we aim for this to be within 20 working days.

Handyperson Service!

Our Services

When the Handyperson arrives at your home, they will show their ID, which will show that they are a Four Housing employee. All Four Housing staff wear corporate uniform and drive a van with the Handyperson logo clearly marked on it. The Handyperson will explain what work they will be doing, and approximately how long it will take. They will also ask if you are satisfied with the work when they have finished.

Will I have to pay anything?No. North Star will provide the labour free of charge. However, you will need to provide any materials.

Are there any tasks that the Handyperson will not do?We’re sorry, but there are some jobs the Handyperson can’t do, including:

• Electrical works (other than replacing electrical plugs and fuses)

• Any work connected to a gas supply, works to appliances such as cookers or boilers

• Routine gardening

• Decorating

• Any jobs above stepladder height

If you need help with a job that is not listed please call: 03000 11 00 11

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Estate Inspections

Area Date of Inspection

Evenwood 02/03/16 11/05/16

Barnard Castle 18/02/16 12/05/16

Hamsterley, Woodland, Copley, Butterknowle 17/03/16 02/06/16

Gainford 03/03/16 14/07/16

Middleton-in-Teesdale 24/03/16 16/06/16

Startforth, Cotherstone, Romaldkirk, Mickleton, Eggleston 10/03/16 09/06/16

Staindrop, Ingleton 07/03/16 06/06/16

Stainton Grove 14/04/16 07/07/16

Darlington 14/03/16 07/04/16 13/06/16 23/06/16

Join and have your sayCome along on the Estate Inspection visits and have your say. You can help make the community you live in better by showing us what needs to be done on the estates. New timetables for Estate Inspections will be released in the New Year. Contact your local Housing Officer for more information.

The inspections are an opportunity for members of the Associations and other agencies to draw upon the local knowledge of tenants, residents and leaseholders to improve the appearance of the area you live in.

Area Date of Inspection

Belle Vue 13/01/16 13/04/16 13/07/16

Norton Grange and St. Michael’s Court in Norton 22/03/16 21/06/16

Thornaby 13/01/16 19/04/16 15/07/16

Grange Road/Montrose Street Area and Berwick Hills, Middlesbrough 06/01/16 14/04/16 07/07/16

Granville Road, Albert Terrace and Park Road North, Middlesbrough 12/01/16 11/04/16 12/07/16

Ayresome Street/Kensington Road/Gresham, Middlesbrough 15/12/16 18/04/16 18/07/16

Hardwick in Stockton 08/04/16 08/07/16

Dondeen Avenue and the Dialstones in Thirsk 28/04/16 28/07/16

Stockton Town 25/04/16 18/07/16

East Cleveland and Redcar 15/04/16 22/07/16

Cockfield 25/02/16 19/05/16 28/07/16

High Etherley 22/02/16 16/05/16 25/07/16

We operate a programme of estate inspections in areas where we have properties.

Upcoming

What North Star is responsible for…

• Day-to-day Tenancy management• Any issues with your housing• Estate Management• Anti-Social Behaviour issues• Welfare Benefits advice• Energy Savings Advice

Council Contact Numbers

Stockton Borough Council – 01642 393939Middlesbrough Borough Council – 01642 245432Darlington Borough Council - 01325 406125Hartlepool Borough Council – 01429 266522Durham Borough Council – 03000 26 00 00

What the Council is responsible for…• Rubbish and Recycling• Council Tax• Housing Benefits• Roads and Transport• Environmental Health• Abandoned Vehicles• Roads and Footpaths• Reporting dog fouling

and stray dogs

• Reporting loose or stray horses

• Reporting a street lighting problem

• Homelessness• Graffiti, littering and

fly-tipping• Reporting an empty

salt bin• Social Services• Pest Control

At North Star we get a lot of calls asking what we are responsible for and what the council is responsible for. Below is a handy guide that shows what we help with and what the council help with.

Our Services

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Kids Corner

Welcome to RSPB Saltholme’s fun pages!Thousands of starlings gather every afternoon to roost together in the reed beds at the reserve. Sometimes there is a hungry bird of prey such as a sparrowhawk waiting for them to go down to catch its dinner. Starlings get very anxious about this and they fly together, forming a big moving cloud called murmuration.

I’m a Robin but I’ve lost my colours! Can you help me? I have orangey throat, grey belly, brown back and dark legs.

December WeekendsCountdown to Christmas with our festive crafts in the classroom.

School HolidaysJoin in at Saltholme this winter, wrap up warm and come along for trails, games and your chance to create your own new year’s Wish for Wildlife to take home for your tree.

JanuaryIts time to get ready for the Big Garden Birdwatch! Come along to Saltholme and find out all you need to know so you can count the nature that’s counting on you!

Plus family activities (trails, wildlife explorers’ packs, crafts, colouring, word searches and more every weekend!

Get Out and AboutDon’t stay at home this season, there are lots of fun things to do at Saltholme, even when it’s cold and rainy! Have a look at our coming events:

Visit Us!Seaton Carew Road, Port Clarence, Middlesbrough TS2 1TU

T: 01642 546625E: saltholme@rspb.org.uk

rspb.org.uk/saltholme

/rspbsaltholme

/rspbneandcumbria

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Saltholme’s birds crossword Across

2. I’m white and I have long legs with yellow feet. (elttil terge)

3. I’m black and I have a white bill. You can see me swimming in the lake. (tooc)

4. I’m a singing bird with red on my face and yellow on my wings. (hcnifdlog)

6. I’m a small falcon. I hover over my prey. (lertsek)

9. I’m a green singing bird. (hcnifneerg)

11. I’m a singing bird with red belly and brown back. (nibor)

14. I’m the cousin of house sparrows. (eert worraps)

15. I like water edges and I have a red and yellow bill. (nehroom)

Down1. I’m a black and spotted small bird. I join my friends

in the murmuration before roosting. (gnilrats)

2. I’m small and I like diving in the lake and swimming under water. (elttil eberg)

5. I’m a wader with a crest, big square wings and a wavering flight. (gniwpal)

7. I’m bigger than a duck. I’m grey and my bill is bright orange. (galyerg esoog)

8. I’m a duck with yellow forehead and I don’t quack, I whistle!. (noegiw)

10. I’m a wader with long curved bill. (welruc)

12. I’m a duck with a tuft. (detfut kcud)

13. I’m the biggest in the lake. I’m white and my bill is orange and black. (etum naws)

15. I’m a duck with green head, the most common duck here. (drallam)

TimesWild

G K G Z I X G B O B X E Q C D S S W P C

J A J O E R Y Q U F F B N B R V N S E P

G Y R O H L S M R P R C A D I S G A B W

H J M D N E B O X G Z W Q Y B P M X I D

V U A T E L G E K P C N P O Y O P T T L

T P H V E N W D M G J T D D D N H N A Q

L H I B G F S D E I Q B A E A D Y K G W

W U E B B V M N M H P B C B L S D N O P

P E S I Y Y Y U A A R I J Z I K I W N C

E D E P I T N E C I M D H A M A M Z V P

U L U Z H G K Z Q R L I J W B T H A O J

H H F Z V Y U Z O A W R V E Q E Z B F R

V H W B T L V D E T K B G I Q R T F R H

B W J K I I E M S P F E S N A K E U L P

N N H B D T M Z E L H H T N E W T S L M

Z Y O F R L O A J Q K C O F U D X H P W

E D B L W E Z Z V T A X A D V C D I U T

O C Q A R G C J P R K A D H Y Z L X U P

C O D B U T T E R F L I E S S M J C A K

HEDGEHOGTOADFROGBATDORMICEBUTTERFLIESNEWTS

POND SKATERGARDEN SNAILBUMBLEBEECENTIPEDELADYBIRDSNAIL

Hibernating animals alphabet soup

Saltholme Wildlife Reserve and Discovery Park

26 27

Who isNorth Star?Organisations that are individually successful can be stronger and more effective when they unite.

www.northstarhg.co.uk

Having problems understanding the services Endeavour and Teesdale Housing Associations provide? We have access to a telephone interpreting service. Please ring 03000 11 00 11 to let staff know you require a translator - and the language you need - and we’ll call you back with help.

Contact us

Endeavour House, St. Mark’s Court, Thornaby, Stockton-on-Tees, TS17 6QN

T: 03000 11 00 11

E: info@endeavourha.co.uk

www.endeavourha.co.uk

14A Redwell Court, Harmire Enterprise Park, Harmire Road, Barnard Castle, County Durham, DL12 8BN

T: 03000 11 00 11

E: info@teesdaleha.co.uk

www.teesdaleha.co.uk

• Contact your Housing Officer• Enquire about a property• Report a Repair

For all enquiries contact our dedicated Customer Service Team on: 03000 11 00 11*

For free, impartial help and advice on household finances or Welfare and Benefits, contact Andrea Peacock on 03000 11 00 11* or email: Andrea.Peacock@northstarhg.co.uk

*(Calls will be charged at a local rate. Calls may be recorded for training and quality purposes.)

North Star Housing Group brings together the skills, resources and values of Endeavour Housing Association and Teesdale Housing Association. We are a strong Group, with a clear vision of what we want to achieve for the people who live in our region - creating affordable, high quality housing and sustainable communities.