24/Severn - Issue 1

Your NEWlook magazine

is here!

Check out our performance for

2011/12p16-19

Benefit changes - will you be affected?

p7

Let’s get digging!

Vision 21’s Get Up and Grow More project

p11

NEWS moneymatters

NEWhomes repairs community

spiritmeet the

team reviews competitions

www.svhs.org.uk

It has been an exciting couple of months as we’ve said goodbye to Chat and hello to 24/Severn, your new customer magazine. 24/Severn is bursting with local news, advice, reviews, tips and competitions, keeping you connected and up-to-date in your community.

We’ve produced 42 editions over the 13 years that Chat has been around, keeping you and your neighbours informed about housing news, advice and events in your area.

Don’t worry all your old favourites are still here, sandwiched between some new features. News Roundup brings you bite-size housing and local news, and turn to Community spirit on page 10 to view photos from regional projects and events.

We’re pleased to announce that

we’ve had more customers involved in this issue than ever before. Working with teenagers

on Coriander Drive (see page 22-23)

and receiving emails from relatives in Australia (see page 21)! The Editorial Panel have been busy helping with the production of your new magazine. We hope this is the start of much more to come, so get in touch and tell us your stories, reviews and ideas.

We now offer more services around the clock; you can pay your rent, report a repair, and keep you up-to-date 24/7 through our website and Facebook page. We hope you’ll enjoy the new magazine and keep it in your home 24/7.

We’ll be back in the New Year with another full issue, so have a fantastic Christmas and a happy New Year. Eat lots and be merry!

Helen and Claire24/Severn Editors

Tel: 01684 272727 Email: [email protected]

welcome

Tel: 01684 272727Email: [email protected] Web: www.svhs.org.uk

Shannon Way, Ashchurch, Tewkesbury, Gloucestershire, GL20 8ND

Follow us on Facebook:

www.facebook.com/severnvalehousing

Welcome to 24/Severn

Win £20 shopping voucher

Turn to the back cover and check out our

competitions page to win some fantastic prizes, including a £20 high

street voucher.

Get in touch8.30am – 5.00pm Monday to Thursday 8.30am – 4.30pm Friday

Report an emergency repair on 0800 783 4348Pay your rent on the AllPay automated payment line on 0844 557 8321

Opening times

Out of hoursIf you or anyone you know would like this publication translated into another language, in large type or audio format please contact us on 01684 272727.

Large print or audio version

P AY Y O U R R E N T O N l i n e w w w. s v h s . o r g . u k2

Front cover feature see page 11

Staff and customers have come together to support the Innocent Big Knit campaign, which raises money for Age UK. Over the past eight years, millions of Innocent smoothie bottles have donned little woolly hats. For every bottle sold Innocent donates 25p to Age UK.

Christina Snell, Age UK Gloucestershire said: “winter can be difficult for many older people. Money raised by knitters will go to our benefits service.”

A special big thank you to residents of Spring Gardens, who contributed an amazing 140 hats to the campaign. Look out for hats which will appear in Sainsbury’s supermarkets from early November. You can see more photos of our little hats on our Facebook page at www.facebook.com/severnvalehousing

Innocent Big Knit

r e p o r t a r e p a i r O N l i n e w w w. s v h s . o r g . u k 3

How are we doing? August 2012 90% of you were satisfied with us overall

Repairs

were completed, 794 of these by the in-house repairs team and 91 by contractors.

100% of emergency jobs were completed on time (Our target = 100%)

84% of urgent jobs were completed on time (Our target = 96%)

96% of routine jobs were completed on time (Our target = 96%)

15 daysto re-let a home(Our target = 25 days)

Lettings

885 jobs

of you were satisfied with the way anti-social behaviour complaints were dealt with (Our target = 80%)

Anti-social behaviour

93%of you were satisfied with the outcome of the antisocial behaviour case (Our target = 80%)86%

Working with customers we have recently launched a brand new service which helps you to view your rent balance, payments and repair history. The service, which is called the Self Service Portal, allows you to log in to your own secure personal account, where you can update your details, check repairs and view your rent payment history. You will also be able to contact us through a messaging service within the portal.

To access the portal visit our website at www.svhs.org.uk and follow the simple step-by-step instructions.

We hope you enjoyed the VIP red carpet treatment which was enjoyed by customers who visited SVHS head office during national Customer Service Week in early October. During the week we welcomed customers with a red carpet, balloons and tasty treats.

Check out the photos online on our Facebook page www.facebook.com/severnvalehousing. We’re you one of the lucky customers who benefited from the special treatment? Get in touch - email [email protected] and let us know what you thought.

Log on and log in

Have you used the new service?If you’ve already used the service we’d love to hear your feedback. Let us know what you think by emailing [email protected] or call 01684 272727.

NEWS roundup

VIP treatment

App

A new way to pay through your mobile device. Download the AllPay app and make a payment wherever you are, at the touch of a button.

Cheque

Make your cheque payable to Severn Vale Housing Society and ensure you write your name, address and rent account reference on the reverse.

Direct debit

An easy and reliable way to pay. Download a direct debit form from the SVHS website www.svhs.org.uk/rent or call 01684 272727 if you need help setting this up.

Paypoint

Make cash payments at one of 22,000 terminals across the UK. You’ll find Paypoints in local shops such as Costcutter, Sainsbury’s, One Stop etc).

Telephone

Call SVHS offices on 01684 272727 or the AllPay automated payment line on 0844 557 8321. Don’t forget to have your rent payment card and debit card at hand.

Online

Visit www.svhs.org.uk/rent and follow the easy step-by-step process.


Did you know you can now pay your rent on your smart phone by downloading the new AllPay app? It is free to use and can be downloaded from the app store. The app will allow you to pay your rent wherever you are, at the touch of a button. What’s more, once you’ve logged into your account via the app, you can store your details securely which will save time for your next payment.

The AllPay app is just one of the ways you can pay your rent. Did you know we now have an automated payment line (0844 557 8321) which allows you to pay over the phone, even out of office hours?Don’t forget to have your rent card handy when paying your rent.

Ring, ring… The smart way to pay

From November if you call our offices you’ll notice something has changed. As agreed at the Customer Consultative Group (CCG) in July, we’re updating our phone system to help deal with your calls more quickly.

So when you call the office you will hear a welcome message, followed by a choice of five options - repairs, rent, lettings, anti-social behaviour or general enquiries. By selecting one of these

options you will be put through to a member of the team, who will deal with your query.

The new system will help cut the time you wait reducing the abandon call rate (number of people who hang up whilst waiting for their call to be answered).

We’ll give you an update on the performance of this system in January’s issue of 24/Severn.

Back in August we launched the SVHS – Two Way Street Facebook page. We’re pleased to announce the page has been going well with over 50 ‘likes’ from customers and local community groups. Check us out at www.facebook.com/severnvalehousing

The aim of the page is to help keep customers up-to-date with the latest news and events. So next time you’re online, click the ‘like’ button and we’ll keep you posted.

Follow us on Facebook

Have you used the new app? Let us know what you think by emailing [email protected]

NEWS roundup

6 ways to pay

After talking with customers, we have decided to include a condensed version of the annual review inside this magazine, instead of producing a full printed version. With a cost saving of nearly £7,000 we’ll now be able to bring you four issues of this magazine, keeping you up-

to-date with news and events throughout the year. Flick through to the middle

pages to find this section. Once you’ve had a look we’d love to hear

what you think. To share your views, call Marketing and Communications on 01684 272727 or email [email protected]

New format annual review

A warm welcome to Simon Denslow who has been appointed as the new chair of the board, following the resignation of Phil Roberts. As a qualified solicitor and housing consultant, Simon brings a wealth of knowledge and experience to the position. Outside of work Simon enjoys watching F1 motor racing and has a season ticket at Aston Villa.

(Above: Simon Denslow joins the board)

This month we also welcome a new interim customer board member. Jane Weeks was selected following an interview process, run by CCG (Customer Consultative Group).

Jane, who lives in Brockworth, will be formally taking up her new role at the next board meeting. We welcome both Simon and Jane to SVHS and wish them well in their new positions.

Welcome on board

A big thank you to everyone who completed, and returned the STAR (Survey of Tenants and Residents) survey. We have been told by Feedback, the company acting on our behalf to ensure confidentiality, they have received over a thousand completed surveys.

Keep a look out in the next issue for the results, and how our performance compares against other housing

associations. If you have any questions about the STAR

survey, please contact Darren Knight, Customer Service Manager on 01684 272727 - [email protected]

You’re a star

2 4 / s e v e r n | I S S U E 4 3 | a u t u m n 2 0 1 2

16

2 4 / s e v e r n | I S S U E 4 3 | a u t u m n 2 0 1 2 17

2011/12 has been a busy year here at Severn Vale Housing.

Here’s a selection of statistics to show you how we’ve performed.

3,785 ToTal

2,693 gEnEral rEnTS

409 rETIrEmEnT hoUSIng

297 lEaSEholdErS

162 SharEd ownErS

147 managEd propErTIES

77 markET rEnT

92%

81%

91%

91%

were SatiSfied overall with the

Service provided by SvhS

were SatiSfied that SvhS liStenS and

actS upon cuStomer viewS

were SatiSfied with their

accommodation

would recommend SvhS to family

friendS

Complaints and Compliments

265complimentS

131formal complaintS

86% Resolved Within taRget time

2,937 customer surveys completed

to test and impRove ouR seRvice quality

49% of complaints WeRe upheld

76681

14.6

mutual

exchangeS

on Waiting liSt

(as peR July 2012)

176 behaviour caSeS

dayS to let an

empty property388 applicationS received

332 neW cuStomerS

(ave

Rage

)

aSb (1), arrearS (1)

2.33% of annual debt

£328,023rent arrearSanti-

social

customersevicted – 2

annual rEVIEw

conTacT cEnTrE

average of

4,837

Calls

per month

84% • of calls •

Answered within 10 secondsMonday

• Busiest •day in the

Contact Centre

58,054

Calls

Were Takenby the

Contact Centre

Severn Vale Housing

Annual Review

cUSTomErS

fEEdback

conTacT cEnTrE

hoUSIng

Back in May we sent you a survey with your new rent statement. Thanks to everyone who completed the survey, especially those who choose to share their views using the online version.

The results showed 90% of you found the new rent statement clear or very clear, and felt you could see how much money was in your account quickly or very quickly.

However, we also learnt that the word ‘arrears’ appearing on the statement can be misleading on occasions. Meetings have begun to improve the statement further, and you should notice the

changes on your next rent statement.

The lucky winner for the prize draw is Miss Millington from Shurdington who won a tasty hamper.

Making simple, simple

With help from corporate funding and a Lottery grant, Tewkesbury School have recently launched their very own boat club. Relying on volunteers and external funding, the club has received our support, through our Corporate Community Fund. The fund is allocated annually between local organisations and community groups which benefit local Gloucestershire residents. “It’s great to have the support of Severn Vale Housing”, said Charlie Gardner from Tewkesbury School. “Along with other

corporate sponsors the funds we have received have helped us to put on extra training sessions and most recently purchase new boats.” Based on the banks of the river Severn, the club was launched by Tewkesbury born Olympian Zac Purchase.

Zac won a silver medal in the London 2012 Olympics and gold in Beijing.

His presence will further the Olympic and Paralympic

legacy in the region, and inspire young members of the club.

If your project or community group are

interested in applying for funding, contact

Community Involvement on 01684 272726.

SVHS support local boat club


Useful examples See the table (right) for useful examples. More can be found on our website www.svhs.org.uk/welfarereform

Will you be affected?To make it easier for you to understand we’ve also put a bedroom occupancy calculator on our website. Use it to help you to understand your situation www.svhs.org.uk/welfarereform.

Need help? Contact us and we’ll be happy to talk through how the new changes may affect you. Call 01684 272727 or email [email protected]

money matters

Countdown towelfare reform

No. of bedrooms

Household type

Will they be affected?

4

Couple (age 63 and 58) Yesboth partners need to be of retirement age to be

exempt.

3

Single parent (40) with shared custody of child (age 10) Yes

unless the parent has the child benefit.

3

Couple (age 45 and 40) with male and female children (age 7 and 4) Yes

children of different gender are expected to share until

the age of 10.

3

Single parent (aged 50) with two male children (age 17 and 14) No

anyone aged 16+ entitled to their own room.

Are you aged between 18 – 61? If yes, these big changes could affect you!

Who will be affected?All households of working age (under 61 years old).

When?April 2013

What next?Use the table on this page to help work out whether you may be affected, or contact us and we’ll talk you through the changes.

It’s important that you act now to ensure we can help you prepare.

From April 2013, families of working age who under-occupy their property will have their housing benefit cut by 14% for one spare room, and 25% for two or more.

lOne bedroom for the tenant and their partner.

lOne bedroom for anyone aged 16 or over (such as a grown up child) or a couple over 16.

lAnyone under 16 is expected to share a bedroom with someone of the same gender.

lAnyone under 10 is expected to share a bedroom with someone else under 10, regardless of gender.

lFoster children don’t count as part of the household for benefit purposes.

lWhere there is shared custody of a child, where the child lives will be based on whoever receives the child benefit.

The rulesThere are certain rules that apply to under-occupation so use these to help work out whether you will be affected.


Martyn Bailey: Housing Officer

meet the team

Following the footsteps of Housing Officer Martyn Bailey, running trainers required!

“It’s a bit of a cliché but no two days as a Housing Officer are the same! I can be in the office, in court, in a customer’s home or patrolling the streets with the police.”

Martyn has been with Severn Vale Housing for just over a year but has worked in the housing industry for over five years, and is working towards completing a Housing Diploma. “I believe that a suitable home is something which everyone deserves and I enjoy playing my part in ensuring this is the case for our customers. I get a real buzz from helping people!”

Two is company, five is a team Martyn is part of a five-a-side team who work together to deal with all tenancy management issues, from repairs to neighbour nuisance and antisocial behaviour. “There are two Housing Officers, myself and Sally, a Senior Anti-social Behaviour Officer, Dave, an Estate Inspector, Stewart and a Grounds and Antisocial Behaviour Manager who heads up the team.”

“Each customer who moves into a Severn Vale Housing property is assigned a

Housing Officer, depending on which area they live in.”

Martyn is responsible for Tewkesbury which includes Northway Priors Park and the Wheatpieces estate. “When someone moves in I call round after two weeks to go through their Tenancy Agreement and check everything is ok. If they are a new customer I will then call back after six and nine months, to see how they’re getting on.”

The team meet on a weekly basis to discuss latest news and concerns, specifically any ‘live’ antisocial behaviourcases. “Some cases can get quite challenging and stressful, specifically those which maybe nearing the point of legal action, however support is available to the team.”

“We work closely with other departments in the business as well as the police. For

instance I may notice damage to a property which I would report to the repairs guys or share information with the police regarding an anti-social behaviour issue.”

60 minute makeoverMartyn finishes by telling us how the hardest part of his role can be delivering bad news to customers. “I find it difficult when customers aren’t getting what they want, or it takes a long time to get things resolved, like when legal procedures are involved.”

It is not all bad news as Martyn reminisces about a time when he helped improve the quality of life of one of our customers. “I received several calls from customers who were concerned about their neighbour. When I called to visit his property he was in a bad way and his health was deteriorating. I arranged to have the property cleaned and raised money through a local charity to get him white goods to improve his standard of living. It’s situations like this that makes me proud to be a Housing Officer.”

Tell us which member of our team you’d like to meet in the next issue by calling 01684 272727 or email [email protected]

“i believe that a suitable home

is something which everyone

deserves.”

Meet the team


“I find it difficult when customers

aren’t getting what they want.”

Martyn going through essential paperwork

before leaving new tenants to unpack!

new homes

The youth club building has now been demolished, finally removing an eyesore which has blighted Northway for a number of years.

A planning application is being prepared by Severn Vale Housing to construct properties for market rent, providing a mixture of houses, apartments and a bungalow.

We have been working with Persimmon Homes to develop

10 sustainable residences in Brockworth. Five bungalows (three

2 bed and two 3 bed homes) became available in September for market rent.

The remaining development made up of of two 2 bed, two 3 bed and one 4

bed home, will be available in November 2012. These properties have increased cavity wall insulation, which has improved the thermal efficiency of the properties, helping to keep energy bills at a minimum.

Discussions are currently underway regarding further developments on this site, so watch this space!

Coopers Edge

Brockworth

Northway Former Youth

Club site

Development newsIt’s been a busy couple of months for the Development Team who have been working with partners to prepare new properties for SVHS customers. Here’s a round-up of their recent work, and proposed development sites in the region.

10 new sustainable Homes in Brockworth.


BEFORE after

The former Welsh Harp pub and beer garden in Gloucester has been formally unveiled this month by SVHS. The site on London Road has been transformed into five new homes (3 two bed and 2 three bed) and a Tesco convenience store.

Councillor Paul James, leader of Gloucester City Council, cut the ribbon to unveil the new development, alongside representatives from County to County and Severn Vale Housing.

There was initially archaeological interest in this site, as it was potentially within the Roman settlement area of Gloucester. But unfortunately nothing of historic interest was found, only glass bottles!

A timber frame construction was used in development of these properties, which will give high levels of thermal insulation, keeping energy bills as low as possible.

These properties are now available for open market rent. Contact Charles Leather Residential, who manages our market rental portfolio on 01386 751876.

We also have four new 4 bed houses available in Mitcheldean, Forest of Dean. View these properties online at www.rightmove.co.uk

This development in Tewkesbury includes a mixture of houses, apartments and a specially adapted bungalow.

It’s been a technically interesting project owing to its proximity to the railway line, using specialist equipment to deal with acoustic and ground vibrations.

The existing garages have now been demolished and work is progressing on the development. These properties will be built to Level 3 for Sustainable Homes and be available for affordable rent in May 2013.

Oxford TerraceGloucester

Northway Former Cherry

Orchard garage site

the former welsh harp pub beer garden...has

been transformed into five homes.


BEFORE

after

Summer round-upCOMMUNITY SPIRIT

Money Matters Customers took part in a food tasting challenge to see if they could tell the difference between branded and non branded goods. Most people couldn’t tell the difference! This was one of many workshops providing tips and advice on saving money.

Tewkesbury Civic Day Civic Day is a national celebration of civic pride. It’s a day when communities across the country say “we care about where we live.” On the 23 June Tewkesbury held its own Civic Day with local charities and organisations coming together to showcase the best of Tewkesbury.

Rugby Club TournamentSVHS supported the Tewkesbury under 11’s Rugby club tournament where local children played proudly for their teams.

Forest School Six Forest School sessions ran over the summer on the Tewkesbury Nature Reserve and gave local children the chance to explore and engage with nature. On the 23 June the children celebrated their achievements by giving a tour of the nature reserve to local adults.

The Big Dig Cleeve School have been working hard over the last year to transform an area of unused land into a new peaceful garden in the school. On the 20 July adults and children worked together to plant up the new garden, which will be used for staff and students to have a place to reflect during times of stress.

COMMUNITY SPIRIT

As ever SVHS staff and customers have been out and about this year supporting local community groups and activities. Below are some of our highlights, not forgetting all the jubilee and torch relay fun, which was featured in the last issue.

Clockwise (from left): Money Matters Event, Tewkesbury Civic Day, Cleeve School’s Big Dig, Tewkesbury Under 11’s Rugby, Tewkesbury Forest School Event.

If you have photos of your community events

and would like them featured in the next issue, please send to 24/Severn, Severn Vale Housing,

Shannon Way, Ashchurch, Tewkesbury, GL20 8ND or email [email protected]


11

Vision 21’s Get Up and Grow More project in Priors Park has been going from strength to strength. It has transformed a disused area in Priors Park from over grown weeds to edible produce galore. The site, which is located behind Queens Road, welcomes anyone, from those who would like to learn the basics to the budding Alan Titchmarshs!

In August, the project held an Open Community Garden event where people could watch cooking demonstrations using food straight from the plot, learn more

about growing basic crops and take home some fresh grown goodies. The kids were also kept happy with vegetable Olympics including carrot races!

Project Manager, Erin, is on site every week and holds regular food growing workshops to help get your green fingers going. She would love to hear from local residents who want to take part.

To find out more contact Erin on 07432 673069 or [email protected].

The Horsbere Brook Project, Brockworth We have been working with a local volunteer group to improve the look and safety of the local brook. The project involves developing new pathways and seating areas and hopes to install some art pieces by the end of the year as well as strengthen its flood defences.

Open Garden, Tewkesbury


Need help funding a

community project?

COMMUNITY SPIRIT

Each year two pots of money are available to help fund projects that don’t fall within the normal SVHS day-to-day work. These two funds are managed by involved customer groups, the Customer Consultative Group (CCG) and the Retirement Forum.

Do you have a project that would improve the area in which you live? To find out more, call Community Involvement Team on 01684 272726 or visit www.svhs.org.uk/communityfund

This is where some of the £30,000 was spent over the last year:

Telling Tales

Over six years ago customers in our retirement schemes spent time remembering stories of their youth, from light hearted tales, to stories of the second World War. Following

the success of this project, another book is being put together containing new stories and tales.

Parking for Virginia Close retirement

scheme

We have now found a solution to the ongoing parking problem which will mean residents have

a dedicated place to park. Money will now be spent creating a car park at the rear of the scheme.

Diamond Jubilee funding

To help residents celebrate the Queen’s 60 year reign the group gave each of our 13 retirement

schemes funds to help with their jubilee parties. As you may have seen in the last issue, everyone

who attended enjoyed a right royal knees up.

Queens Road communal garden security

Money will be spent on securing the communal area for residents who live in flats on Queens Road. The group hope this project will give residents living in flats the inspiration to develop future projects, to improve the

communal areas where they live.

Nightingale Croft communal garden improvements

A couple of green fingered gardeners have had their communal garden project approved to improve the gardens

where they live. A seating area and gazebo are two of several improvements that will be carried out later this year.


Have you been finding it harder to make ends meet? Have you been in a tough situation before and have some ideas on how best to help people facing such challenges?

We’re all feeling the pinch with rising pressure on household budgets; however we’re currently working on a project looking at ways in which we can help.

Changes to the benefits system, through the welfare reform (see page 6), will add further challenges to some households. So we’d like to work with you, to raise awareness of support and advice.

We’ve developed a strategy which looks at the different ways we can help, but we’re interested in talking to you about different options which may include workshops, training or us publishing new deals.

If you’re interested in getting involved, or need help managing your money, get in touch.

Contact the Community Involvement team on 01684 272726 or mail [email protected]

Money... Money... Money!

Our first ‘Get Online’ course took place in July, and so far we’ve helped six computer newbies find their way in the digital world.

“It’s been great. With the help of SVHS I’ve set-up an email address and explored the Internet for the first time,” explains Jean.

Do you want to learn how to use a computer and the internet? Or maybe you

just need a refresher, or some help with the latest advances in cyber space?

Our friendly facilitators are here to help. Classes are relaxed and informal, with each learner taking tasks at their own pace. The next classes are

on 1st, 15th, 27th November. Get in touch with Community Involvement on 01684

272726 to book your place.

Do you have computer skills and a bit of time to help others? Why not speak to us to see about becoming a Go Online facilitator. Classes run for two hours

every two weeks, but you can help with as many or as few sessions as you like.

getting involved

Who are the Scrutiny Panel?A group of customers who help to shape the development of SVHS services, policies and procedures.

What do they do?Working together the panel monitor, scrutinise, review and report back on services and procedures across SVHS. Most recently the panel have reviewed and made recommendations on how we deal with complaints.

What’s involved?Attendance at ten meetings throughout

the year to review services based on

feedback, complaints and performance.

What are the benefits?Along with the opportunity for you to have your say, and influence the way we

provide housing services, you will be provided with a laptop, travel expenses and a contribution towards your Internet bill.

Interested in making a difference?Contact Community Involvement on 01684 272726 or email [email protected].

Are you ready to learn a new skill, or brush up an old one? If so, SVHS’s new learning programme might be just what you’re looking for.

The Community Involvement Team has been working with local partners to bring together a programme of around 20 courses, ranging from DIY to photography, craft to first aid. Courses are open to both SVHS customers and the general public (small fee applies) to attend.

To celebrate the start of Skills 4 U, we’ll be hosting a launch party on Saturday 27 October, 12pm – 4pm at the Kingshead Pub, Bishops Cleeve, GL52 8UL. Come along and find out about courses on offer, meet the tutors and book a place.

To find out more, contact Community Involvement on 01684 272726 or email [email protected].

Go Online

You, our customers have a big impact on our services. We often start, change or stop services based on your feedback and involvement.

Some examples of service changes include:

The Scrutiny Panel recommended that the complaints service should have control of the compensation budget.

We have now put this into practice.

Following a focus group on communal cleaning, customers wanted clear and visible presence from this service.

When the cleaning contract went up for tender the new

cleaning contract ensured three members of staff will be working in each block at any one time.

When the mystery shoppers met earlier this year they wanted new scenarios and more flexibility on how they tested our services.

We scrapped our old scenarios and now use themes so shoppers can create their own scenarios if they want.

We report on customer impact each quarter and compare our results against other housing associations to see how we are doing.

If you would like more information please ask for a copy of our Customer Involvement Impact Assessment document.


Scrutiny Panel

“With the help of SVHS, I’ve explored the Internet for the

first time.”

Let’s get ready for winter

repairs & maintenance

As we wave goodbye to the summer, and as the cold weather approaches, here are our top tips for preparing for winter.

Turn on your central heating in October to check it’s working correctly. If it isn’t, we can book a repair ensuring that you won’t be without heating when the cold arrives.

5 test your heatingTurning down your thermostat by just one

degree will save you around 10% on your heating bill.

1 take control

If possible, turn down the radiators in rooms you don’t use and close the door.

7 don’t heat empty rooms

Cutting your shower time in half can save up to 33% on hot water heating costs.

Make sure you close the curtains at dusk when the temperature drops outside. This will stop valuable heat escaping through the windows.

2 don’t hang around in the shower

8 be curtain clever

Using comparison websites can help ensure you’re getting a good deal. energyhelpline.com can help you save money on gas and electricity bills by showing you the cheapest supplier in your area.

6 shop around

Don’t leave electrical appliances on standby - a computer on ‘sleep’ mode uses up to 75% of its energy.

Wrap up warm and wear lots of layers, even when inside your home. Putting on a second jumper will form an air pocket which is insulated by your body heat. The more layers you put on the warmer you will be.

3 standby 9 the layer cake

Most people aged over 60 can apply to get help towards their winter energy costs. If eligible, you’ll get a lump sum of up to £200 tax-free. Payments can take a few months to arrive so the earlier you apply the better. Visit: www.direct.gov.uk or call 0845 915 1515.

If you receive certain benefits, regardless of age, you can also get £25 for each seven day period of very cold weather between 1 November and 31 March. Visit: www.directgov.uk or call 0845 915 1515.

4 winter fuel payments 10 cold weather payments


need to report a repair?

Call SVHS on 01684 272727or online at

www.svhs.org.uk

We’ve been working in partnership with customers to improve the energy efficiency of their homes. More than 570 of our non-traditional homes have had external wall insulation fitted increasing the thermal capacity of the property.

Older homes built with solid walls, of which there are around seven million in the UK, may have a certain charm but can prove costly to heat during the winter. The Energy Saving Trust estimate up to 45% of a home’s heat is lost through this type of wall construction.

Mike Craggs, SVHS Assets and Planned Maintenance Manager explains “With the

insulation in place our residents could now save up to £475

per year on fuel bills, providing increased thermal comfort.”

Until the 1970s homes could be built

without any insulation. Today, all houses built must adhere to strict building regulations meaning walls are fully insulated at the point of construction so high levels of heat loss are avoided.

Nick Dargie, Business Development Manager, from Domestic and General Insulation, who have been contracted to complete the work, applauds the work of

SVHS; “Insulating a solid wall property is one of the most effective home

improvements that can be made, especially with ever-increasing heating bills.”

We are committed to improving energy efficiency,

and currently piloting a project trialling new technology such as

voltage optimisation systems and heat pumps. If you’re interested in being part of the project get in touch on 01684 272726.

Warm home, warm heart

15

In the last issue of the magazine we asked if anyone was interested in taking part in a project to help make their energy bills more affordable. We’re pleased to say that 15 households got in touch, and attended an initial meeting to discuss options.

We will be working with a partner organisation, Severn Wye Energy Agency, to plan the project for this winter, so look out in the next issue for an update.

Interested in taking part? Contact Community Involvement on 01684 272726 and we’ll be happy to discuss how you can get involved.

energy champs

“With the insulation in place our residents could now save up to £475 per year on fuel bills,

providing increased thermal comfort.”

r e p o r t a r e p a i r O N l i n e w w w. s v h s . o r g . u k

2011/12 has been a busy year here at Severn Vale Housing. Here’s a selection of statistics to show you how we’ve performed.

3,785 TOTAL 2,693 GENERAL RENTS

409 RETIREMENT HOUSING

297 LEASEHOLDERS

162 SHARED OWNERS

147 MANAGED PROPERTIESon behalf of other housing associations

77 MARkET RENT

92% 81% 91% 91%

WERE SATISFIEd OVERALL WITH THE SErvICE PROVIDED BY SVHS915 respondents

WERE SATISFIEd THAT SVHS lISTENS AND ACTS UPON CUSTOMER VIEWS867 respondents

WERE SATISFIEd WITH THEIR ACCommodATIoN917 respondents

WOULD rECommENd SVHS TO FAmIlY or FrIENdS866 respondents

Annual rEVIEW

Severn Vale Housing

Annual Review

CUSTOMERS


Complaints and Compliments

265ComplImENTS 131

FormAl ComplAINTS

86% ResoLved Within tARget time

2,937 customer surveys completed TO TEST AND IMPROVE OUR SERVICE qUALITY

49% of CompLAints WeRe UpheLd

76681

15

muTuAl ExCHANgES

oN WAITINg lIST (As peR ApRiL 2012)

176 bEHAvIour CASES

dAYS To lET AN EmpTY propErTY

388 ApplICATIoNS rECEIvEd

332 NEW CuSTomErS

(Ave

RAge

)

ASb (1), ArrEArS (1)2.3% oF ANNuAl dEbT

£328,023rENT ArrEArS

anti-social

customersevicted 2

average of

4,837Calls

per month

84% • of calls •

Answered wIThIn 10 secOnds

Monday • Busiest •dAy in the

Contact Centre

58,054Calls

Were Takenby the

Contact Centre

FEEDBACk CONTACT CENTRE

HOUSING


98%Were satisfied With the Grounds maintenance service 240 respondents

200 ToNSof Grass clippinGs collected (approx)

99.7% COMPLETED

lANdlord SAFETY CHECkS EMPTY PROPERTIES prEpArEd For rE-lETTINg

11,640 REPAIRS CARRIED OUT £143.47

AVERAGE COST TO REPAIR

TOTAL COST TO CARRY OUT REPAIRS

£1,670,014

*APPOINTMENT SYSTEM WENT LIVE

IN OCTOBER 2011

1,773APPOINTMENTS MADE

1,636 APPOINTMENTS KEPT

bATHroomS £46,000

CommuNAl upgrAdES £451,000

doorS £12,500

ExTErNAl dECorATIoN £377,000

HEATINg £104,550

kITCHENS £124,444

rENdEr £85,000

rEWIrE £291,675

rooFS £291,000

£1,783,169 (ToTAl)

Annual rEVIEW

RESPONSIVE REPAIRS

GAS SERVICING EMPTY PROPERTIES

PLANNED MAINTENANCE

GROUNDS MAINTENANCE


HOW WAS THE MONEY SPENT?

41 HomES WErE ComplETEd (AGAINST A TARGET OF 50) CompRising of:

4 mArkET SAlE

7 SHArEd

oWNErSHIp

12 mArkET rENT

18gENErAl

NEEdS rENT

4 12 mEmbErS on the board are CuSTomErS

fundedthrouGh CuSTomErFuNdS17

FOR CUSTOMERS TO GET INVOLVED

Way

s

out o

f

15Projects

6 community events, 4 focus Groups and 198 customers

2,937 customers responded to surveys to improve service quality602 responded to pick your brains

17 groups supported by Grants from corporate community fund

summer consultation

47 YOUNG RESIDENTS HELPED US CREATE A GIANT MURAL IN NORTHWAY

AnnuAl turnover £17 million(£15.6m Lettings And seRviCe ChARges And £1.4m mAnAged pRopeRties And heLpLine)

operAting costs

£12.9 millionhousing stock vAlue

£129.5 million(mARCh 2011)

interest And finAnciAl cost

£4.3 million

estate services and manaGement £1.1m

head office manaGement £4.7m

housinG depreciation and disposal £2.3m

routine maintenance £2.3m

planned maintenance £2.4m

arrears/repairs Write offs £0.1m

HOW WAS THE MONEY SPENT?

COMMUNITY INVOLVEMENT

DEVELOPMENT

MONEY



Gloucestershire Rural Housing AssociationUpdate from our development team regarding new properties which will be available soon, and proposed developments in Stroud.

We are currently in discussions regarding a site off Raglin Way, Uley, Stroud.

This is a rural settlement in which we have proposed plans to build seven properties (mixture of flats and houses) which would be completed in 2014. See the proposed plan right.

Proposed developments

grha update

Working with Elan Homes through a Section 106 planning agreement, SVHS have developed the former

engineering works to build four 2 bed flats. These

properties will be available for general rent from October 2012.

Water Lane, Wooton-under-Edge

Congratulations to GRHA resident Gail Crumpton from Coaley who received ‘highly commended’ in the SVHS gardening competition.

Gail moved into her SVHS property three years ago,

and has been working hard in the garden ever since. “I’ve always wanted a large garden, so it’s great that I now have the room to grow flowers and vegetables,” explained Gail. “This year has been particularly bad

with the dull, wet weather; however I have been able to grow onions, runner beans and strawberries along with my favourite flowers.” In acknowledgement of all her hard work, SVHS awarded Gail with a trophy and

gardening vouchers, which she is putting towards seeds for next year.

See page 26 to read about the gardening competition winners.

How does your garden grow?

I wanted to bring to your attention how listening to loud music can be damaging to your health. Did you know that heavy bass in an enclosed area can permanently damage the sensitive cochlea in the inner ear of a young child? With continued exposure they will start to miss S`s and T`s and later will be unable to pick out a persons voice when others are talking.

Regards,Ray, Crouch C ourt

Thank you for getting in touch. It’s a concern when people listen to loud music, which is why we take complaints of noise nuisance seriously. Not only is it damaging to the person living in the property, but it’s also a disturbance to local neighbours. Our Housing Officers deal with complaints of noise nuisance and act according to the situation. For instance, the police and environmental health department would be called to a property playing loud music into the early hours of the morning. SVHS would record the complaint and remind customers that it is a breach of their tenancy agreement to cause noise nuisance to their neighbours. There are some interesting facts on the Action on Hearing Loss website which are worth reading www.actiononhearingloss.org.uk/loud-music

Letters to the Editor

letters

It was lovely to meet the magazine editors a couple of months ago, and tell them all about my medals, reminiscing stories of when I was in the war. They even chose my photo for the front cover of the last magazine! I’ve since sent copies to relatives in the UK, and even overseas in Australia, South Africa and New Zealand!

Kind regards,Jack, Shipway C ourt

A big thank you to Jack who featured in the last issue of the magazine. Great to hear our magazine is making its way over to the other side of the world too!

Over the summer the communal lawn areas where I live have been getting quite long. Could you please confirm what the situation is with grass cutting?

Thanks,Dawn, Tewkesbury

Sorry to hear that your grass has not been cut for a couple of weeks. During the spring and summer months we aim to mow the grass in communal areas on a regular basis. Due to the bad weather conditions over recent months we have found this difficult to achieve. The wet weather has made it impossible to mow grass. However we are now up-to-date so if you have any further queries, please contact the Estate Management Team on 01684 272751.

I was reading the last issue of the magazine about Walkley Road and thought I would write to tell you that in 1947 I lived along that road in one of the bungalows with my husband. All the neighbours got on well and it was a nice place to live. When the snow and frost came, we all had frozen pipes, but we managed with it all. I was expecting my first child at the time, so that’s how I remember the year! I now live in Neville Road but reading your story brought back memories of happy times.

Yours truly,Daisy, Nevil le Road

It’s lovely to hear from you Daisy and so glad our article brought back fond memories of time in Walkley Road.It would be great to hear from anyone else who remembers living in our properties some time ago. Get in touch with your stories and photos.


Send your letters to 24/Severn, Severn Vale Housing, Ashchurch, Tewkesbury, GL20 8ND or email [email protected].

If your letter is featured on this page, we’ll thank you with a £10 high street voucher.

focus on...

SvHS spent a day with a group of teenagers from Coriander drive who got in touch with 24/Severn to share their stories on the area. We also took a trip down memory lane to see what can be learnt of its history, as we focus on Coriander drive.

Coriander Drive was previously known as Haine Avenue and fell under the Innsworth Grove estate. In the 1980’s Innsworth Grove had a notorious reputation and was dubbed one of the worst estates in Europe. Life on the estate was poor, properties were boarded up, homes were damp and mould ridden and residents often fell victim to crime. According to the Citizen in 1987, people wanted to “get the hell out.”

Three years later in 1990 members of the Tewkesbury Borough Council’s planning committee approved a redevelopment project for the area. The council felt the social problems were rooted in the layout of the estate, large inhospitable areas with no individuality or character meant there was no sense of ownership. They proposed to demolish and refurbish the 250 homes built in the 1950’s, reducing the number of properties by 27. Once completed the estate was renamed to help bring a new lease of life to the area, and Haine Aveune became Coriander Drive.

Twenty two years on, SVHS have 189 properties which include 35 within a retirement scheme in Coriander Drive. 24/Severn caught up with Katie, Michelle and Becky, three teenage residents of Coriander Drive to find out more about lifeon the estate.

“People think we’re tramps because of where we live, we get judged because we say we’re from Coriander drive.” Why do you think that is? “Because of all the rubbish left

outside the houses such as pushchairs and sofas. It gets used by the younger children who then come and play with it like toys. Just because the area is thought to be bad doesn’t mean we are.”

Some people believe Coriander Drive is a bad place to grow up. Others don’t ever want to leave. What’s life really like living on the estate?

Coriander Drive


Newspaper cuttings from 1987 highlight the issues.

“just because the

area is thought to be bad doesn’t

mean we are.”

The girls gave us a tour of the estate and showed us where they hang out with their friends. “We call this the stinker park as the drain smells. You can even hear it bubble up when someone flushes the toilet! The play equipment is really run downand there are no lights so once the sun’s

gone we can’t see a thing. We then move to the toddler park so that we can see each

other and feel safe, but then people get cross at us and tell us to find somewhere else to sit.”

The girls are keen to launch a project to work with professional artists to

repaint the purpose built graffiti wall in the park.

“Re-doing the wall will give us something to do, and we can learn how to improve our urban

art skills like writing our names on the wall as part of the design.” Working with SVHS and the GL3 Hub, where the girls go on Monday evenings, they hope to hold an art workshop during the October half term which will link up with the estates community action week. It will be open to everyone on the estate to come together and repaint the wall. Watch this space…

SVHS spoke to Tewkesbury Borough Council, Severn Trent Water and the Highways Agency about the drains and lights on the park. Severn Trent informed us that they have no immediate plans to improve the drains but the young people could work with local stakeholders such as the Parish Council, GL3 Hub and SVHS to put together a bid to Tewkesbury Borough Council’s capital grants fund to apply for money to help improve the play area. The Highways Agency advised that due to the park being part of a residential area they would not want to light up areas after dark as other people in their homes may be disturbed.

Whilst with the girls it was easy to notice the strong community bond on Coriander Drive. Everyone

we passed greeted the girls by name or waved out to them, and the group

quickly grew from three to nine young people. We stopped to talk to Cliffy who has lived on the estate all his life since the 90’s: “It’s a lot better than what it used to be. We all look out for

each other.”

Whilst talking to Cliffy, the fourth police car that morning passed by. “This is normal, having police coming up and down all the time makes it feel worse and gives it a bad reputation

as other people think it’s rough because they (the police)

are always here.”

In an interview with the police officers the girls asked why they come down Coriander Drive so often. “We drive down to patrol the area as we do with many areas, Coriander Drive is central to the village and alley ways and by patrolling we are preventing crimes more often than detecting them. By having a visible presence we hope people feel reassured, we’re

not trying to be abrasive and would like people to approach us to report issues, or just come

and talk to us, we’re only human.”

What do you hope for your future? Would you like to have a career, raise a family, stay living in Gloucester? “I’m about to start a college course in business studies. But I don’t ever

want to leave Coriander Drive I’ve grown up here all my life this is where

my friends and family are.” said Katie.

Communities take generations to build – and Katie, Michelle and Becky are the next generation. SVHS Community Development Officer Louise Forey is passionate about working with local groups and individuals to build sustainable communities and will continue to work closely with residents on the estate to identify ways to develop and improve the area. If you would like to share your stories, ideas or thoughts please get in touch with Louise on 01684 272726 or on [email protected]

“it’s a lot better than what it used to be. we all look out for

each other.”

Thank you to katie, michelle and becky for taking the time to show

us around Coriander drive and sharing

their stories.


lFrightmare FestivalGhosts, ghouls and goblins will be causing mischief around Halloween in Gloucestershire. During the October half term (20 - 31 October) head to the South West’s largest Halloween event. Daytime activities include trailer rides to the pumpkin patch, treasure hunt, face painting, pumpkin carving, maze and more.

As darkness falls the friendly clowns take a turn to the darker side and from 6.30pm ghosts and ghouls come out to play. Evening entertainment includes the infamous Haunted Hayride, a haunted house and a new terrifying maze. The festival is being held at Over Farm, Over, Gloucester GL2 8DB a ticket is required for the night time event. To find out more visit www.frightmare.co.uk

gloucestershire

Another new section of the magazine – here you’ll find activities and events taking place throughout Gloucestershire. As autumn and winter approach, look out for Halloween and fireworks events taking place near you.

What’s going on?

lFireworksThe skies over Gloucestershire will be illuminated with fireworks from late October. There are two big firework displays in Gloucestershire both on 3 November:

Gloucester Docks- Gates open at 6pm - Firework starts at 7.15pm - Tickets £5 adults, £2.50 children

Cheltenham Race Course - Gates open at 5pm - Firework starts at 7pm - Tickets £6 adults, £4 children

If you prefer firework displays on a smaller scale there are bonfires and displays scattered around the Cotswolds, Forest of Dean, Cirencester, Stroud and Tewkesbury.

Love Gloucestershire

lWalk this wayFrom 27 October to 4 November the National Trust is holding the Great British Walk Festival to get as many people outside as possible. There’s an interactive map at www.nationaltrust.org.uk, which highlights trails with distance and difficulty rating. There are also walks that feature activities such as bug catching and den building.

lChill and hang outLooking for a place to chill and hang out with your friends? If you live in Churchdown the GL3 Hub runs a range of youth nights every Monday, during school term time. You can play pool, join sports teams, take part in art and craft projects, grab a drink or chill with friends. You’ll find the Hub on Cheltenham Road East, Churchdown, Gloucestershire. For more information check out the GL3 Community Hub on Facebook.

lfree prize drawThanks to National Trust we have three family passes to give away. Send your name, address and telephone number to [email protected] and we’ll select three lucky winners at random on 30 November. Good luck!

lget creativeNature in Art runs a wide range of activity days for children which can be enjoyed for as little as £5 per child with any accompanying adult gaining free entry into the gallery and museum. Here’s a selection of their fun craft activities:- pumpkin paper lanterns - 24 october Using paint, decorate lanterns to hang at home.- Christmas cards - 24 November Create your own unique cards using coloured paper, glue, glitter and more. - piggy bank decorating - 28 december Save a few pennies in your very own decorated piggy bank.

To find out more, contact Nature in Art on 01452 731422 or visitwww.nature-in-art.org.uk/activitydays


We all like to feel good about ourselves and often how we look can effect how we feel. Some people can afford to buy a new outfit for that job interview; friends wedding or birthday, while for others affording day-to-day clothing can be a worry.

Although, it is easy to pick up cheap clothing with the rise of stores like Primark and Peacocks, the quality can be lost. Go to wash it and it bobbles, shrinks or you throw it away as it only cost a quid! Not only is there an environmental and ethical issue with fast fashion, but buying cheap is also not always good value for money.

There was a time when charity shops were just a full of bric-a-brac, nylon and knitting patterns that no one bothered with. But over the years they have become cool, and where other high shops are closing down, they are thriving. Charity shops offer quality clothing on a budget. As tastes change, and waistlines expand, people donate their once favourite item to charity shops - one man’s trash can be another man’s treasure!

The secret to charity shop shopping is - patience. Some days you’ll walk away empty handed and others it will feel as though an entire wardrobe has been donated just for you. Beyond the clothes, charity shops sell toys, books, DVDs, CDs and more – knowing that your money is going to a good cause makes you feel good too! There are over 70 charity shops in Gloucestershire, why not find your nearest charity shop and grab a designer bargain.

Charity Shop Chicreviews

Is it possible to look good on a budget?

This article was co-written with Jake Hall, an undergraduate student. If you would like to get involved in the magazine, or would like to share your reviews please call 01684 272727 or email [email protected]

The magazine editors went out hunting for a bargain and look what we found!

CheltenhamLinc Charity 224 Bath Road 01242 262112

British Red Cross200 Bath Road 01242 243143

Sue Ryder 159 Bath Road 01242 261981

GloucesterSalvation Army 22 The Oxebode 01452 303689

Sue Ryder Brockworth01452 863641

Cancer Research 12 The Oxebode 01452 417727

TewkesburyAge UK14 High Street01684 276569

Salvation Army 37 High Street 01684 298554

St Richards Hospice35 High Street 01684 294679

In each issue of 24/Severn you will find a new feature focusing on money saving tips, reviews and ideas on where to go and what to buy. Next time we find a local gem, hear about a great deal, or receive a yummy cheap recipe idea we will make sure to feature it on this page.

This beautiful Topshop dress was bought from British Red Cross on Bath Road, Cheltenham for £8.

This New Look winter coat was bought for £6.99 from Age UK Bath Road, Cheltenham.

Create a great look and keep warm this winter with this St George Cardigan by Duffer.


Green fingersDespite the poor summer weather SVHS customers wowed judges with entrants from across the area taking part in the annual garden competition. Judges praised the enthusiasm and pride shown by the entrants in all five categories – communal areas, hanging baskets, patios and decking, large gardens and retirement schemes. The winners, announced at a ceremony held at Tewkesbury Garden Centre, were awarded a trophy and gardening gift voucher.

Tim Knight judged the contest along with a team of staff from Severn Vale Housing and Jo Worthy-Jones, Community Wildlife Officer at Gloucestershire Wildlife Trust. Tim said: “It was great to see so many colourful blooms and fantastic displays, even though our summer has been a bit drab. Above all we saw so much enthusiasm and pride from everyone who entered - our prize winning gardeners are definitely an inspiration to others.”

The best in show prize was awarded to Helen Crozier of Crouch Court, Tewkesbury, who displayed exceptional talent in transforming the communal area of her estate into an oasis of colour. “Helen demonstrated great skill producing displays using a wide variety of recycled containers to grow her plants, including a pair of old boots!” explained the judges. Check out our Facebook page at www.facebook.com/severnvalehousing for more photos from winning gardens.

“Above all we saw so much enthusiasm and pride from everyone who entered.

our prize winning gardeners are definitely an inspiration.”

garden time



In January 2013, Gloucestershire Wildlife Trust is launching its new wildlife gardening project, The Living Gardens Award Scheme, and would like Severn Vale Housing customers to take part.

On completion of a simple online questionnaire (paper copies also available); residents will find out if their garden is a bronze, silver or gold wildlife garden. Everyone who takes part in the scheme will receive a certificate and a plaque to display on their wall.

Community Wildlife Officer, Jo Worthy-Jones said, “Having taken part in the judging of the Severn Vale Housing gardening competition this year, it’s clear that a lot of residents are doing loads for wildlife already. We’d like to recognise their support for Gloucestershire’s wildlife and to encourage all residents to do as much as they can, whether they have a garden, patio or balcony.”

For advice and support on how to improve your garden for wildlife, or to take part in the Living Gardens Award Scheme, contact Jo on 01451 810853 or email [email protected] and she will send you more details when the scheme is launched in January.

13

4

8

18

10 7

5

16 2

15

6 3

1

14

9

3

Consider yourself the next Van Gogh, Picasso or Bansky?

We are holding a firework art competition where the winner will not only have their masterpiece published in the next magazine, but will also win a bundle of art and craft goodies. There are no set rules, other than it must be firework themed. It can be any size and created with any material - whichever expresses you best. So get creative! Send your firework poster to Firework Competition, Severn Vale Housing, Shannon Way, Ashchurch, Tewkesbury, GL20 8ND, or email [email protected] by November 31 2012 for the chance to win.

Well done to Merle Gardner from Innsworth who correctly found all 12 differences in our spot the difference puzzle, and won a tasty hamper.

We’d also like to congratulate Helen Webley, from Shipway Court, who won £20 shopping voucher for correctly spotting all 12 sporting words in the word search puzzle.

Across2. Black birds that fly together 3. Witches make potions in this pot 6. Mary Shelley was best know for the gothic novel 8. Said to haunt house or place 9. Tastes good covered in caramel 10. Spins web to catch its food14. They fly in the sky at night

down 1. This ghost is friendly 2. Vampires use these to bite3. Vampires usually bite you here 4. Favourite drink for vampires 5. A word used to scare people 7. What you carve for Halloween 13. Trick or -14. Witches sometimes fly on this 15. Most common Halloween colour 16. A witches faithful pet 18. Covers your face on Halloween

Complete the crossword and return your entry to Halloween Competition, Severn Vale Housing, Shannon Way, Ashchurch, Tewkesbury, GL20 8ND by November 31 2012 for the chance to win £20 Love to Shop vouchers.

Name: Address: Postcode: Telephone number:

Or email your answers to [email protected] and you will be entered into the prize draw.

Stimulate your senses and have a goOOOo at this scary Halloween themed crossword puzzle.

Win a £20 shopping voucher!

Art attack Summer edition winners

You can see photos of the winners from each issue

on our Facebook page at www.facebook.com/

severnvalehousing

helen webley

competition time

Fright night

Are you stuck?If you would like to know the answers to the competitions email [email protected] or call 01684 272748 after November 31 2012 to get the solutions.

Documents

24/Severn - Issue 1