28433 UNITY CUSTOMER MAGAZINE ISSUE 31 - Plus Dane · Universal Credit full ‘digital’ service has now rolled out in all of our neighbourhoods with the exception of Toxteth, Williamson

plusdane.co.uk

Issue 31 | Autumn 2018

GETTINGREADY FORUniversalCredit

TACKLINGHoliday Hunger

Customer Magazine

Hello again,

Welcome to our autumn edition of Unity Magazine.

Firstly, I’d like to thank those of you that have joined

our new virtual panel to help us try and make our

communications relevant to everybody we work with.

The panel got off to a great start helping us pull this edition of Unity and our

2017/18 annual report together.

You will see that we’ve included a summary version of our Annual Report for 2017-18, the

second year of our five-year corporate plan. It shows where we have done well and areas

where we want to focus our efforts to improve.

This year we launched our new Plus Dane Investment Standard which sets out how often we

will replace things like kitchens, bathrooms and boilers in your home. Our standard exceeds

that set out in the government’s Decent Homes Guidance. During 2017/18, we invested

£9.5m improving and maintaining homes. Over the next 30 years we are looking to invest

another £350m.

During 2017/18, we were able to help 41 customers onto the property ladder through shared

ownership and 21 customers increased their share in their shared ownership home. We also

helped over 5,700 people into a new home as the North West Help to Buy agent.

It is disappointing that we have fallen short of our target related to tenants being happy with

our repairs service, 88.3% against a target of 91.3%. Our Scrutiny Panel has supported us

by reviewing how we communicate with tenants throughout the repairs process, making a

number of recommendations for how we can improve. We are currently in the process of

implementing these ideas and so I hope to see this score increase next year.

In our next edition, we are running a photo competition and would love you to get involved.

We are offering a prize of £50 to the reader who captures the best photo of the community

they live in. It might be a local event, a landmark or something that represents what is

good about where you live. We will feature as many of the photos we receive as we can in

the next edition so get those cameras out! Send us your pictures via social media using

#PlusDanePic or email them to [email protected]

Barbara SpicerChief executive, Plus Dane Housing.

Unity Customer Magazine

B [email protected]


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where we want to focus our efforts to improve.

This year we launched our new Plus Dane Investment Standard which sets out how often we

will replace things like kitchens, bathrooms and boilers in your home. Our standard exceeds

that set out in the government’s Decent Homes Guidance. During 2017/18, we invested

£9.5m improving and maintaining homes. Over the next 30 years we are looking to invest

another £350m.

During 2017/18, we were able to help 41 customers onto the property ladder through shared

ownership and 21 customers increased their share in their shared ownership home. We also

helped over 5,700 people into a new home as the North West Help to Buy agent.

It is disappointing that we have fallen short of our target related to tenants being happy with

our repairs service, 88.3% against a target of 91.3%. Our Scrutiny Panel has supported us

by reviewing how we communicate with tenants throughout the repairs process, making a

number of recommendations for how we can improve. We are currently in the process of

implementing these ideas and so I hope to see this score increase next year.

In our next edition, we are running a photo competition and would love you to get involved.

We are offering a prize of £50 to the reader who captures the best photo of the community

they live in. It might be a local event, a landmark or something that represents what is

good about where you live. We will feature as many of the photos we receive as we can in

the next edition so get those cameras out! Send us your pictures via social media using

#PlusDanePic or email them to [email protected]

Barbara SpicerChief executive, Plus Dane Housing.

Issue 31 - Autumn 2018

In this edition of

3

4 MONEY MATTERS Can you claim Pension Credit? Step-by-step guide to getting ready for Universal Credit

6 IMPROVING OUR SERVICES FOR YOU Automation Focus on communications Simple repairs Improving our sheltered accommodation

10 A YEAR WORKING TOGETHER

12 MORE THAN JUST A LANDLORD Apprenticeships Pathways to employment in Cheshire Tackling holiday hunger

15 TOP TIPS FOR YOU & YOUR HOME Christmas budgeting Top tips for keeping warm this winter How to minimise condensation

18 OUT IN YOUR COMMUNITY Connected communities in Cheshire East Opportunities to learn something new in Halton & Widnes Parents & toddlers wellbeing group

20 NEW HOMES FOR YOU

TOP TIPS FOR YOU & YOUR HOME

IMPROVING OUR SERVICES FOR YOU 9

If you do not wish to continue receiving Unity magazine please let us know by emailing: [email protected] or calling 0151 728 2974

Download our FREE App by searching Plus Dane in the App Store or Google Play.

@plusdane

facebook.com/plusdane

Get in touchwww.plusdane.co.uk

12

For advice on moving to Universal Credit and how this might change your individual circumstances visit our online benefit calculator on our website

Universal Credit full ‘digital’ service has now rolled out in all of our neighbourhoods with the exception of Toxteth, Williamson Square, Evertonand West Derby where it is due to be rolled out this November/December.

4 Unity Customer Magazine

Pension Credit is more generous than Universal Credit.There can be a big difference between the amount you would receive through Pension Credit or Housing Benefit, compared with how much Universal Credit you would be entitled to.

Even if you are not over Pension Credit age, you might still be able to claim Pension Credit instead of Universal Credit.

If you are making anew benefit claim and your partner is older than the Pension Credit age, then you may be eligible. To claim Pension Credit or check you are eligible, ring0800 99 1234 or go to www.gov.uk/pensioncredit/how-to-claim.

If you think you might be eligible to claim Pension Credit, then call our financial independence team for some free advice.

This rule is set to change in the near future, however if you make a claim for Pension Credit now, and remain entitled to it when the rule changes, you will not be affected by the rule change.

updates

Can you claim Pension Credit?

MoneyMatters

The team can assist with a rangeof enquiries including income maximisation, budgeting, signposting for specialised debt advice, applying for further assistance/grants, benefit issues & appeals.

your partner is older than the Pension Credit age, then you may be eligible. To claim

Money Matters

RememberUniversal Credit doesnot include help with yourCouncil Tax. You must claim Council Tax Support separately, from your

local council.or contact our financial independence team, using the contact details at the bottom of this page.

You will only need to claim Universal Credit if a change in your circumstance means you would normally need to make a new claim for any of the following:

• Income Related Employment& Support Allowance

• Income Based Jobseekers Allowance

• Housing Benefit• Income Support

• Child Tax Credit

• Working Tax Credit

Issue 31 - Autumn 2018 5Issue 31 - Autumn 2018 5

Step-by-step guide to getting ready for Universal Credit

You will need to manage your claim online

You can do this at your local library, Job Centre or Plus Dane office if you don’t have access to the internet or a computer at home. Or ask a friend or a relative if they can help you.

STEP 1

You will need to have an email address

The Financial Independence Team can help you with this, or check out our guide online.

STEP 2

You will need to be able to manage your money monthly

Your Local Authority can provide budgeting support on behalf of the DWP. You can apply to the DWP for an Alternative Payment Arrangement.

STEP 3

You will need to provide identification

Get your ID ready in advance as your claim may be held up if you don’t have it. (UK passport, EEA passport, national identity card, residence permit or card, immigration status document, registration or naturalisation certificate).

STEP 4

You will need a Bank AccountThere is no other way you will be able to receive any payments A basic bank account can be applied for at most high street banks, these don’t allow you to go overdrawn, but they will charge if there isn’t enough money in the account when a direct debit is scheduled to come out. Your Local Credit Union may also be able to offer a suitable account (visit https://www.findyourcreditunion.co.uk/credit-unions for more information).

STEP 5

You can apply for 100% advance via your online Journal

This can only be done when making a new claim and will be recovered by the DWP over the next 12 months. If you intend to pay your rent monthly then it is important that you pay 1 month’s rent from this to keep your rent account in advance.

To make a claim you will need:

• Apply online via https://www.gov.uk/apply-universal-credit

• Your National Insurance Number(and your partner’s if making a joint claim)

• Your postcode

• Your email address

• Your landline/ mobile phone number

• Plus Dane’s address (Baltimore Buildings, 13 -15 Rodney Street, Liverpool, L1 9EF)

• Your eligible rent (this means not including any service charges you have to pay separately for – ask us for a breakdown ifyou need it)

• Details of anyone who lives with you (name, date of birth, age, income)

• Account details of where you would like payments to be made (account number and sort code)

• The total amount of any savings you have

• Your estimated combined monthly wageif you/your partner are working

• Details of any other benefit income.

STEP 6

The DWP have

produced a number

of short videos about

making a ‘full’ (digital)

service claim which can

be viewed on their

YouTube channel.

Unity Customer Magazine6

Unity for you

Virtual panel

You told us that you want to read more about:

• improvements we make to our services,

• what support services you can access,

• available homes,

• news from across Plus Dane

• and how we’ve used your feedback to change the way we do things.

We’ll do our best to make sure Unity magazine includes these things. Whenever we make a service change based on your feedback, we’ll include it in Unity along with our ‘You said, we did’ icon.

Everyone who responded to the survey was automatically entered into a free prize draw towin £50 worth of shopping vouchers. We’re delighted to reveal that the winner of the drawer was Mrs Allen from Macclesfield.

Thanks to everyone that filled in our communications survey earlier this year.


Improving Our Services For You

You Said We

Did!

To get your views on the communications we send out, we’ve recruited a group of customers to help us. We’re calling this our ‘virtual panel’.

Sharing the likes of Unity, our Annual Report and annual rent letters with the panel allows us to get direct and live feedback on whether the content is relevant and of interest, whether the language we’ve used is right, and whether there is anything we’ve missed. The virtual panel have already

helped us with our new annual report and this edition of Unity. Amongst other things, the virtual panel told us that they wanted to see a balance of stories from right across the areas we serve. We’ve taken on board all of the suggestions the panel members put tous and have made changes as necessary.

If you would like to be part of the panel and share your comments, please get in touch via any of the methods shown at the bottom of this page.

plusdane.co.uk

Issue 30 | Spring 2018

ImprovingOur ServicesFOR YOU

FOCUS ONSharedOwnership

Customer Magazine

we serve. We’ve taken on board all of the suggestions the panel members put to

Spring 2018 Spring 2018

ImprovingOur ServicesFOR YOU

FOCUS ONSharedOwnership

Customer Magazine

plusdane.co.uk

Issue 31 | Autumn 2018

GETTINGREADY FORUniversalCreditTACKLINGHoliday Hunger

Customer Magazine

Issue 31 - Autumn 2018 7

We have improved our complaints process.

complaints. Since changing the way we think about complaints we have been able to resolve 84% of complaints at the first stage, compared with only 48.6% last year. This means less phone calls and letters, and less time until your problem is solved.

Complaints

If you call our usual number you will be giventhe opportunity to use our self-service options.

You can…

• Pay your rent

• Get a balance on your rent account

• Check the date and time of your latest repair appointment.


Simply call0800 169 2988and then press…

AutomationThere are some tasks that you need to carry out regularly and we’ve made it easy for you to do that without needing to speak to a member of our team.

If you have made a complaint we will focus on trying to resolve your problem, rather than concentrating on the process of handling your complaint. Our staff are trained to put themselves in our customers’ shoes when dealing with your

repair jobs and be kept informed about cancelled, rescheduled or changed appointments.

The panel suggested that a set of service standards would let customers know what to expect from Plus Dane and make them aware of their own responsibilities. We now have an agreed action plan that has been signed off by both the panel and Plus Dane to make repairs communication easier and better for customers.

The panel will be making sure that Plus Danedo what we agreed. We will report back on progress as we go. For more information on the work of the Customer Scrutiny Panel, or to read the report in full, please visit the ‘Get Involved’ section of our website.

Plus Dane’s Customer Scrutiny Panel has finished its review about how we communicate with customers when you report a repair.

The panel found that Plus Dane staff are committed to delivering a good service despite poor IT systems and will often go ‘over and above’ to get things right for the customer. Areas where we can improve include making sure that we don’t go out to the same job twice. The panel also felt it was important that customers were able to track

Focus oncommunications

about complaints

84%of complaints

resolved at thefirst stage…

of complaintsresolved at thefirst stage… Compared

with last year’s

48.6%

1 2 34 5 67 8 9

* 0 #

6

9

#

9

##

121 to pay your rent andcheck your rent balance.

122 to order a new rent card.

111 to check the date and timeof a repairs appointment.

Welcome to your new home

We hope that you’ll be very happy in your new home.

Contained within this folder is all of the key information you’ll

need and on the back is a list of reasons you might need to contact

Plus Dane, and advice on how best to do this.

Plus Dane Housing, 13-15 Rodney Street, Liverpool, L1 9EF

www.plusdane.co.uk

You Said

We Did!

Unity Customer Magazine8 Unity Customer Magazine8

We are working to bring you accessto your own account so that you can do the things you need to without always needing to speak to a member of Plus Dane staff.

While this will take a number of months to be available, we have made some changes to our website to make sure that, if you prefer, you can do things online.

You can pay your rent, report a repair, make a complaint, report anti-social behaviour and see what homes we have available to rent. You can also choose to get involved with Plus Dane Voices so that your voice is heard when we make decisions that affect services you receive.

In addition, you can take advantage of ways we can help you find a job, both by looking at opportunities with Plus Dane as well as jobs that are available with our partners. So check out our website today on your phone, tablet or pc atwww.plusdane.co.uk.

Our trades team are now able to come to your home, diagnose the problem AND complete the repair all in the same visit. That makesthings simple for you and simple forPlus Dane; a win-win situation!

Simple repairsWe know that our repairs service is very important to our customers. We carryout more than 40,000 repairs every year.

LettingsOur Scrutiny Panel (a group of customers who work with us to makesuggestions about how we can improve our services) reviewed the waywe work with new customers when they sign up for a new home.

We have made a number of changes based onthe recommendations they made, which include:

• Making sure we have a consistent process across Plus Dane with new documents all provided in one folder.

• Referrals are made to our other services to help those customers who may benefit from employment or training opportunities. Customers can also now opt to sign up to Plus Dane Voices from the first day of their tenancy.

For the full report please visit our website.

It is the most popular reason that customers contact us and we receive both the most complaints and the most compliments about our repairs service. We have listened to your feedback and simplified how we record repairs to make sure that, when we come to your home, we can put things right first time.

Online services

You Said

We Did!


You can live independently, but with the added security of a community alarm system and the assistance of a Community Support Officer, should it be required, to give you peace of mind. This includes people who are able to care for themselves with the help of a social services care package.

During the last few months we have transformed the reception and communal lounge areas at St Cyrils Court in Belle Vale & Vienna Court in Old Swan, creating a comfortable and welcoming environment in which older people can come together.

We involved customers in selecting the look for their communal areas and now customers in both properties have a communal space in which they are happy to socialise.

Plus Dane has a number of sheltered schemes across the north west, for more information on what we offer and where our schemes are located, please visit our website (www.plusdane.co.uk).


Improving our sheltered accommodation Our sheltered housing schemes provide comfortable accommodation with added security for people over 55 years old.

Customers have been delighted by the results of the refurbishments…

“The new communal lounge is just stunning.”

“ It’s really comfortable and is a great space for socialising.”

“ It’s such a welcoming area now, I’ll definitely be using it more!”

Our sheltered housing coordinator at St Cyril’s, Joan Santangeli, says…

“ We want our schemes to become community hubs and for older people living in the local area to come along and use our services to help reduce loneliness and isolation.”

Amanda Ellwood, senior older peoples’ manager at Plus Dane, said…

“ We’re working hard to put together an activity programme across all of our schemes to make sure that each has a really varied, inclusive approach to providing activities.”


253 homes received

new windows & doors

546 new kitchens

our performance

141 major aids & adaptations

OV

ER

we installed

756 new heating systems

we installed

we installed788

cyclical decorationworks

we completed

We invested over

£9.5m improving & maintaining

our homes

we investigated

274anti-social behaviour

cases in 2017/18

100%of anti-social behaviour

cases were responded to within our target times

average time for completing a repair

- including emergencies (our target was 14 days)

DA

YS13

88.6%of our customers are

happy with their neighbourhood

(our target was 92%)

87.6%

of our customers are happy with the services

we provide as their landlord


99.9%of our homes have a

valid gas safety certificate



happy with our repairs service



happy with their home(our target was 90%)

48.6%of complaints were resolved through

discussion with customers(compared to 30% the previous year)

98.4%of complaints were resolved following

investigation(compared to 95.5%

the previous year)

we received views on

11different

service areas

360 customers have

provided their views on changes we need tomake to our services

1,100

customers aresigned up to

Plus Dane Voices

customers testedour new automatedtelephone system

we established a seven year programme for

communal decoration

YEARYEAR

we simplified our complaints

process

Working together with our customers

we made our anti-social behaviour policy easier to read & produced a short

guide to the policy,available on our website

anyone reporting anti-social behaviour

will now have a dedicated member of staff to support them

we created the Plus Dane Standard for Homes, ensuring that we will

maintain your home to a higher standard than

expected by government

we completed over

5,500new home applications through

Help to Buy North West

Plus Dane built

144new affordable

homes

we helped

41households intohomeownership

We released our Annual Report 2017/18 in late September. Included here is a

summary of the full version, which can be viewed in the performance section

of our website now.

This year’s report is themed ‘working together’ and showcases the many

ways our services are improved through working together with each other, our

partner organisations and you, our customers. We consulted with our

virtual panel in producing this report, who told us that they generally

liked our chosen design and layout, but wanted us to reduce the amount

of jargon, abbreviations and acronyms, and wanted us to simplify the way we

presented our financial information. All of these suggestions have helped

to shape the final publication.

Visit www.plusdane.co.uk to see full version.

A Year Working Together

Issue 31 - Autumn 2018

253 homes received

new windows & doors

546 new kitchens

our performance

141 major aids & adaptations

OV

ER

we installed

756 new heating systems

we installed

we installed788

cyclical decorationworks

we completed

We invested over

£9.5m improving & maintaining

our homes

we investigated

274anti-social behaviour

cases in 2017/18

100%of anti-social behaviour

cases were responded to within our target times

average time for completing a repair

- including emergencies (our target was 14 days)

DA

YS13


happy with their neighbourhood


87.6%

of our customers are happy with the services

we provide as their landlord


99.9%of our homes have a

valid gas safety certificate



happy with our repairs service



happy with their home(our target was 90%)

48.6%of complaints were resolved through

discussion with customers(compared to 30% the previous year)

98.4%of complaints were resolved following

investigation(compared to 95.5%

the previous year)

we received views on

11different

service areas

360 customers have

provided their views on changes we need tomake to our services

1,100

customers aresigned up to

Plus Dane Voices

customers testedour new automatedtelephone system

we established a seven year programme for

communal decoration

YEARYEAR

we simplified our complaints

process

Working together with our customers

we made our anti-social behaviour policy easier to read & produced a short

guide to the policy,available on our website

anyone reporting anti-social behaviour

will now have a dedicated member of staff to support them

we created the Plus Dane Standard for Homes, ensuring that we will

maintain your home to a higher standard than

expected by government

we completed over

5,500new home applications through

Help to Buy North West

Plus Dane built

144new affordable

homes

we helped

41households intohomeownership

We released our Annual Report 2017/18 in late September. Included here is a

summary of the full version, which can be viewed in the performance section

of our website now.

This year’s report is themed ‘working together’ and showcases the many

ways our services are improved through working together with each other, our

partner organisations and you, our customers. We consulted with our

virtual panel in producing this report, who told us that they generally

liked our chosen design and layout, but wanted us to reduce the amount

of jargon, abbreviations and acronyms, and wanted us to simplify the way we

presented our financial information. All of these suggestions have helped

to shape the final publication.

Visit www.plusdane.co.uk to see full version.

11Issue 31 - Autumn 2018


More Than JustA Landlord

Penny Lane Builders, who are working on the first phase of our Welsh Streets project in Liverpool, have recruited 3 apprentices as part of their

commitment to working withus on the regeneration

of the area.

Gerrard McEvoy, Director at Penny Lane Builders said: “It is great to be working with Plus Dane on the Welsh Streets project and as part of that to create apprenticeship opportunities for local people.”Two of the apprentices are Plus Dane customers and the other lives local to Welsh Streets.

Apprenticeships


Are you a Plus Dane customer living in Cheshire wanting to improve your skills, confidence or find work?

Our Pathways to Employment project supports customers to use specialist support providers; Remploy, Young Women’s Trust, Congleton Learning Partnership, New Leaf, New Life Church and Macclesfield College.

Depending on what support you require, we’ll match you to one of our trusted partners. They’ll work alongside you to help you achieve your

goals. Simply tell us what support you need to help get ready for work and we’ll take care of the rest. We can support most peoples’ needs including specialist 1-2-1 coaching, CV writing, interview practice, work-ready skills, wellbeing and there’s also a range of training opportunities including accredited courses, volunteering, job searching and much more!

Pathways toemployment in Cheshire

We are working

with our contractors to

create apprenticeship

opportunities for

Plus Dane customers

or local people.

If you’ve been out of work for a whileor you’re still looking for your first job, it’s often a lack of experience that gets in the way.

Apprenticeships Unable to work for almost two years

because of a debilitating health problem which affects his mobility, Joe was isolated

at home and became very depressed. Joe also worried about his verbal communication

as English is his second language.

In just five weeks Joe has made new friends, joined ‘The Choir with No Name’ and started a volunteering role at Liverpool University. He now feels able to work as part of a team and is able to contribute to group discussions.

For more detail on the difference Give Get Go is making to Joe’s life then visit the ‘Our Stories’section of the Plus Dane website.

*All names have been changed to protect individuals’ identities

Meet Joe


Give GetGo!

Joe has been accessing the Give Get Go program for five weeks. Originally from Poland, he is a Plus Dane

customer who has lived in the UK for 12 years.

Delivered by our partners Transform Lives Company in Merseyside, the 12 week GiveGet Go programme can helpyou into work.

You might not be sure what you want to do or even what you can do. There may be other things that you feel are preventing you from getting a job. At Give Get Go the team understand that personal issues such as a lackof confidence, a criminal record or health problems can makeyou feel that you will never be able to get a job. Don’t worry,we can help.

They won’t put pressure on you, and will give you as long asyou need. We can also give practical help with things such as childcare so don’t let anything stand in your way!

Five Plus Dane customers have used the scheme this summer and have done things they never thought were possible. Anyone interested in this or any of our other employment schemes should email: Engagement&[email protected] or phone uson 0800 169 2988

To help tackle this we worked with our partners over the summer to deliver two projects that helped to support families during what can be a stressful time.

Plus Dane and Healthbox CIC worked together to give families with children of primary school age in Congleton the opportunity to learn how to cook healthy meals throughout the summer holidays. Over 30 families signed up for the sessions at the Bromley Farm Wellbeing Hub.

Usman Ashiq, Strategic Partnerships Manager at Plus Dane, said: “We understand the importance of providing opportunities to support parents and children to thrive and live healthy lifestyles. The sessions offered a chance for parents and children to try their hands at healthy cooking and were fun as well as educational. Parents received practical support around food budgeting, healthy, low cost recipes and more. We’ve run 24 sessions in school holidays since last October and they continue to be very popular. We’re really pleased to be able to continue to offer support like this to local families.”

Tacklingholiday hunger


Holiday hunger is an issue faced by many families, resulting in some children returning to school in September underweight and behind some of their classmates.

Working in partnership

with Pinehurst Community

Green, in Liverpool, a similar

project saw over 40 families

get involved in activities to

improve health and wellbeing

during the busy school

holidays.

What parents said“The session was enjoyable for me and

my children; we learnt lots of practical tips that we can follow at home”

“Great to get this opportunity, looking forward to following these

recipes for my family”

“I will try more home cooking now and reduce the amount of eating out, now that

I’m aware of the costs”

“The food budgeting activity was an eye opener and I feel more

confident and aware now”

“Cooking and doing healthy activities with my children and other families

was enjoyable”



If you think you have suffered a power cut you can call 105 to report it or get information about power cuts in your local area.You can also call 105 if you spot damage to electricity power lines and substations that could put you, or someone else, in danger.

If there’s a serious immediate risk, you shouldcall the emergency services too.

Christmas budgeting

Top Tips forYou & Your Home

LoansharksLoan Sharks are around in all of our neighbourhoods – they are a person or body who offers to lend you money at extremely high interest rates, usually without holding relevant authorisation from the local financial regulator.

If you are experiencing financial difficulty and would like some impartial advice we have listed a few agencies that may be able to help:

It is important that you always pay your rent and other bills as a priority. Our financial

independence team can providesupport and guidance with how

you budget for Christmas,so please do get in touch.

• Step Change Debt Charity0800 138 1111www.stepchange.org

• Citizens Advicewww.citizensadvice.org.uk(search for nearest centre bypostcode search on website)

• National Debt Line0808 808 4000www.nationaldebtline.org

• The Money Advice Service0800 138 7777www.moneyadviceservice.org.uk

• RAISE Money Advice at Home(Merseyside tenants only)0151 482 2475(Referral via Plus Dane Housingwww.benefitsadviceteam.co.uk)

What to do if you have a power cut

Christmas is on the horizon, and this can be a time when spending can spiral out of control.

Increased heating costs, increased food bills, presents and social events all add up quickly and this can begin

to make you feel like your money is going nowhere.



TOP


Hi, last year my team and I received over 10,000 calls relating

to heating. In some cases, the job involved simply bleeding the radiators. If the top of your radiator isn’t getting hot when you put your heating on then it probably needs bleeding, which is a job that you might be able to do in five minutes by following a few fairly simple steps:

• Turn off your heating

• Find something to catch dripping water in (a small bowl or tea towel will do the trick)

• Hold it underneath the radiator valve whilst opening the valve with your radiator key

• Catch drips from valve

How to minimise condensation

Top tips for keeping warm this winter

The temperature of your home

• It is better to have a medium-to-low level of heat throughout the house than to have some rooms that are warm and some that are cool

• Keeping the heating on low all day in cold weather will help to control condensation, but keep a check on your meter to see how much it’s costing you.

• If you don’t have heating in every room, keep the doors of the unheated room open to allow some heat to circulate into them.

• It is cheaper to heat a room with on-peak electricity than by using bottled gas heaters.

OPEN CURTAINS

18°

KEEP HEATING ON LOW ALL DAY IN COLD

WEATHER

Produce less moisture

• Cover boiling pans and turn kettles off after use.

• Avoid paraffin and portable gas heaters as these add moisture to the air.

• Dry washing outdoors or in the bathroom with the door closed, window open or fan turned on.

• Avoid drying clothes on radiators/heaters.

• Vent tumble dryers using correct vent kits. Self-condensing types reduce the amount of moisture, but they are not as good as a vented type.

Ventilate to remove moisture

• Keep a small window or trickle vent open when the room is in use.

• In particular, ventilate kitchens and bathrooms when you are using them.

• Prevent damp air spreading by keeping kitchen and bathroom doors closed when the room is in use.

COVER BOILING

PANS

• Do not completely draught-proof windows, especially in the kitchen or bathroom as this assists airflow.

• Open curtains for at least 4 or 5 hours each day, this allows moisture to get through any window vents.

• Do not blank off vents.

Meet Chloe, one of the apprentices within our trades teams.

• Wait for water to squirt out of the bleed valve and use radiator key to close valve as soon as this begins to happen

• Repeat this process on all the radiators in your house

• Check your boiler’s pressure level.

DRY WASHING OUTDOORS

FOLLOW CHLOE’S SIMPLE GUIDE TO BLEEDING A RADIATOR

USE YOUR RADIATOR KEY ON THE VALVE LOCATED HERE


Two fires a day are started by candles- never leave a candle unattended. Don’t light candles near to curtains and keep decorations,

cards and paper away from candles,fires, lights and heaters.

Fire doorsAnyone living in an apartment block or a 3 storey home will have a fire door leading into the communal area and at high risk areas such as the kitchen.

Fire safetyTake a moment to look around your home to understand what fire risks there are. Do you have an escape plan in case fire should break out? Follow these simple safety tips to safeguard your family and your home.


We regularly check fire doors in communal areas but we are reliant on customers to do basic checks on any fire doors in their homes.

• DO NOT prop fire doors open

• Close your fire doors,particularly at night

• If your fire door is not closing properly, report it to us

In the event of afire call 999. Never tryto tackle a fire yourself. For free fire safety visit www.fireservice.co.uk/safety

The easiest way to protect your home and family from fire is with working smoke alarms on each floor of your home. Test your smoke alarms every week. They could save your life.

(If you do not have any then you can contactyour local fire service and request some)

SMOKE ALARMS

Every six days someone dies from a fire caused by a cigarette. Stub cigarettes out properly and

dispose of them carefully. Put them out.Right out! Never smoke in bed!

CIGARETTES

Around half of home fires are caused by cooking accidents. Never leave pans

unattended and turn off kitchen appliances when you have finished cooking.

COOKING ACCIDENTS

Faulty electrics (appliances, wiring and overloaded sockets) cause around 6,000

fires in the home every year. Turn off plugs when they’re not in use except for appliances

that are designed to be left on, such asyour fridge freezer.

FAULTY ELECTRICS

CANDLES

We’d love to share the sights and scenery of your community with therest of our readers.

If you’re on Twitter or Instagram, post your picture and include

#PlusDanePic, or you can email your pictures to [email protected]

Showcase your community

Is there some sort of event, exhibition or activity happening in your area that our readers might

like to know about?Make sure you tell us so that we can include details in this magazine or on

our social media channels.

What’sgoing on?

Community venues across Cheshire East are changing to Connected Communities Centres in a council-run scheme to make a wider range of activities and support services available to those that need them.

The centres are run in collaboration with local service providers like Plus Dane Housing, who run Bromley Farm Wellbeing Hub in Congleton, one of those locations included in the initiative.

Usman Ashiq, Strategic Partnerships Manager at Plus Dane Housing, said “We’re urging the local community to come along and find out about all the exciting new projects and activities on offer including new Stay & Play sessions, Health & Wellbeing activities, and hear about the fantastic range of free courses and learning opportunities on offer from organisations like Macclesfield College. We have so many success stories of people who have improved their lives through better wellbeing, lifestyle, work & training opportunities or simply making new friends.”

The council plans to establish 30 centres across the borough by the end of this year. Cheshire East Council has invested £150,000 in developing Connected Communities centres and each one is supported by a neighbourhood partnership representing local people as well as a rangeof agencies, including the police, healthservices and the voluntary sector.

To find out where your nearestConnected Communities Centre is visit:www.cheshireeast.gov.uk/communitiesor email [email protected]

If you’re on Twitter or Instagram, post your picture and include

#PlusDanePic

your communitySend us your

pictures, and each

month the best picture we

receive will be published

in the next edition of Unity

and WIN £50 shopping

vouchers.

@plusdane

facebook.com/plusdanewww.plusdane.co.uk

Proudof whereyou live?

Connected communitiesin Cheshire East


Out in Your Community

Halton Adult Learning Service delivers a whole array of courses from maths,

English, IT, health and well-being, sewing to child care and employability.

Parents & toddlers wellbeing groupWe’re pleased to have brought our popular Stay & Play sessions back to the Bromley Farm Wellbeing Hub starting in September.

These weekly sessions run on Mondays, 10am to 11:30am, and are a safe, welcoming and enjoyable opportunity for parents and their toddlers to learn, have fun and socialise. Refreshments are provided and staff offering wellbeing support also attend if parents wish to speak to them.

Staff and customers at Christopher Taylor House, our supported housing accommodation in Maghull, held a fundraising event in aid of

the charity Zoe’s Place, who provide end of life care to young children who have life-threatening or life-limiting conditions.

Residents, their families and people from the local community attended the event and took part in tombolas, games and a bake sale. In total the team raised over £520, a truly fantastic effort!

Opportunities to learn something new in Halton & Widnes

They run courses at Acorn Learning Centre in Runcorn and Kingsway Learning Centre in Widnes. Call 0151 511 7555, or drop in and chat to one of their Learning Support Officers to find the course that’s right for you. The majority of courses are free.

Christopher Taylor House

raises money for Zoe’s Place


………

Issue 31 - Autumn 2018 20Unity Customer Magazine

Daneside ParkA selection of contemporary, bespoke, two and three-bedroom homes for all buyers and budgets, nestled between Forge Wood and the River Dane, a stones through away from Congleton.

Wildflower MeadowsSituated on the bank of the River Weaver, a short distance from Nantwich, these 3-bedroom homes are now available through Shared Ownership. With two beautiful house types to choose from – The Baird and The Claydon, both attractive 3-bed semi-detached homes – there’s something to suit every taste and budget.

The CrossA selection of contemporary 3-bedroom semi-detached homes located in a secluded, semi-rural location in the heart of Sandbach. Everything you need is a short walk or drive away, including Sandbach’s picturesque town centre, retail and leisure facilities, major transport links and some of the best schools in the area.

Oakley ParkThese 2 and 3 bedroom homes have been designed with modern couples and families in mind and finished with stylish, contemporary designs. Rent to buy and shared ownership available.

New Homes For You Homes

AVAILABLE

All of our properties to rent or buyare on the Plus Dane and Homeshub websites (www.homeshub.co.uk), and our social media channels including Facebook and Twitter – just search for Plus Dane or Homeshub.

Welsh Streets127 properties are being remodelled as part of the £17.4m programme to create modern, contemporary homes in the Toxteth neighbourhood. Register your interest at [email protected] or 0151 708 4631.

Documents

28433 UNITY CUSTOMER MAGAZINE ISSUE 31 - Plus Dane · Universal Credit full ‘digital’ service has now rolled out in all of our neighbourhoods with the exception of Toxteth, Williamson