Your homes issue 6 - August 2015

Coast & Country Magazine

www.coastandcountryhousing.org.uk

Issue 6 | August 2015

WHAT’S INSIDE:

Introducing Tracy O’Neill.Page 4

What is Universal Credit? Page 17

J’adore HomeCall. Page 26

Environmental updatePages 20-23

Budget 2015: what you need to knowPage 5

2 your homes Coast & Country Magazine

Contents

Welcome

WelcomeWelcome from the Tenant Communications Panel 3

Introducing Tracy O’Neill ......................................................... 4

Budget 2015: What you need to know ............................ 5

The news, the views... the beatTenant Panel welcome a new Vice Chair ..................... 6

What is the Residents’ Scrutiny Group?........................ 6

An update from the Tenant Panel ...................................... 7

Transforming buildings, creating futures .................... 8

Re:Furnish your home for less .............................................. 9

Super self-service ...................................................................... 10

Charitable by name, charitable by nature .................. 11

Proudly sponsoring the Middlesbrough Mela ........... 12

Homes for Britain…the success! .......................................... 13

Missed appointments ............................................................... 13

Life as a Digital Champion ............................................. 14-15

Help with MoneyLandmark Bedroom Tax ruling gives hope to separated families ...................................................................... 16

How to pay your rent ................................................................ 16

What is Universal Credit? ..................................................... 17

Journey into workCleaning Academy ..................................................................... 18

Stacey Tait forges a successful future ........................... 19

New for youEnvironmental update ..................................................... 20-23

Safe and sound with Coast & CountryCarbon Monoxide; the silent killer .................................. 24

Standing up against anti-social behaviour ............... 25

J’adore HomeCall ............................................................... 26-27

Tenants Annual ReportTenants Annual Report 2014-15 ................................... 28-31

Contact usContact us ....................................................................................... 32

Important contactsCoast & Country Housing01642 771300 / 07860 [email protected]

Rent Services01642 771326 / [email protected]

Benefit and Money Advice01642 771424

Welfare Reform01642 [email protected]

HomeCall Independent Living Services01642 [email protected]

For a full list of contact details, please see the back page.

3

Welcome

your homes Coast & Country Magazine

01642 771 300 www.coastandcountryhousing.org.uk

Hello readers,We hope you’re enjoying the summer so far! We’ve got lots to share with you since the last Your Homes in April…

As you will remember from our last edition, we said a fond farewell to Ronny Harris, our Assistant Chief Executive. We would now like to introduce Tracy O’Neill, who we’re sure some of you will already know, as our new Director of Customer Service; read more on page 4. We also said goodbye to Hazel Dale, our Director of Finance, who retired in June and we will soon be welcoming Peter Lenehan who will take over this role.

We’ve also been working with our Welfare Reform Team to help communicate the upcoming changes to the welfare system and the introduction of Universal Credit. Keep your eyes peeled for more information in the coming months and take a look at page 17 to see 10 positives about the changes.

In this edition you’ll also find out more about our Digital Champions and how to get involved, take a look at the fantastic environmental work being carried out in our local areas and you can see how the Company performed in the last financial year in our Tenants Annual Report.

As always, if you have any comments on Your Homes or would like to find out more about getting involved in the Tenant Communications Group, please contact Katie Harding on 01642 771361 or email [email protected].

Don’t forget, if you have any queries about any of our articles you can also text us! You’ll find our mobile number on the back page of the magazine.

The Tenant Communications Panel

Linda, Anita, Rex, Ann and John

from the Tenant Communications Panel


Following the retirement of Assistant Chief Executive Ronny Harris, Tracy was appointed to the newly-created role of Director of Customer Services. Tracy joined us in 2002 as a Supporting People Officer, progressing her career to become Head of Community Investment in 2007.

Tracy has invested a lot of time into tenant involvement over the years, to improve and enhance our services for our local communities, and is popular with both tenants and colleagues.

Tracy said: “I am very proud of the work Coast & Country undertakes to make our communities a better place to live.

“Working with our tenants to ensure that their views are taken into account and they are listened to is a vital part of the job, and one I thoroughly enjoy. I am pleased to have been offered the opportunity to further progress my career at Coast & Country and look forward to the achievements and challenges ahead.”

We’re sure you’ll agree that Tracy was the ideal person for the job and will help us make a positive difference to you and your communities.

Introducing Tracy O’Neill, our new Director of Customer Services

“Tracy is very passionate about what she does, very driven and determined to make a difference to our communities. She has never been afraid to challenge something she thinks is wrong or make changes to achieve better outcomes”

Emma Grimes, Community Investment Manager

Welcome


your homes Coast & Country Magazine 5

Budget 2015: What you need to know

Things to consider about the budget3. In Spring 2016, when Universal Credit comes to the Redcar and Cleveland area, the waiting time for the first payment will be one month and 14 days in total. Universal Credit is the new benefit set to replace Income Support, Housing Benefit, Income based JSA and Income related ESA and tax credits. It will launch here in Spring but only to new single job seekers to begin with. If you want any information on this benefit and what it means for you please call the Welfare Reform Team.*

4. We are led to believe that there will be a further CAP introduced in phases across the country although there is no firm date as of yet. Families that have benefits only as their income will have the benefit reduced if their benefit exceeds £20,000 per year in total or £384.62 a week. If you are currently getting more than this you will be “capped” to this amount. There are exemptions to this rule for example if a claimant or partner is in the support group of ESA the cap will not apply and the way the money is worked out can be complicated. If you think this might affect you please call the welfare reform team for advice.*

!

If you think you might be affected by any of these changes or would like to know more about Universal Credit, the CAP or any of the exemptions please call the Welfare Reform Team on 01642 771367.

There were other changes announced in the Budget and these are set to come in April 2016 and 2017. We will tell you more about these changes in Your Homes closer to the time and as always be on hand to offer advice and support to you.

BUDGET 2015

1. There will be a National Living wage brought in for

workers aged 25 year olds and over. The amount

will be £7.20 per hour in APRIL 2016 rising to £9

per hour by 2020.

2. The government have committed to fund

Discretionary Housing Payments in future years

to help with changes such as the bedroom tax.

This fund as it suggests is discretionary but will

help with a top up of your housing benefit if you

are eligible. Our Welfare Reform Team can help

you make an application.*

Positives of the budget

6

The news, the views... the beat


The RSG (Residents’ Scrutiny Group) are a group of tenants whose role is to analyse Coast & Country and the services it provides to us.

The group look at performance information and compare this against other Housing Associations, this is called benchmarking. They also have access to Heads of Service to ask them specific questions relating to work carried out by their service area and making sure the services provided are value for money.

Once they have finished an exercise they present recommendations to Board Directors and Heads of Service, in order for tenant voices to be heard.

If you would like to speak about your views of the Company and its services, or be part of our group who are working to make a difference, look out for the dates and venues when

we will be on tour and join us over a cuppa, alternatively call Elaine Cundall, Community Investment Assistant on 01642 836060 or email [email protected]

What is the Residents’ Scrutiny Group?

In June, Linda Beel stepped down as Vice Chair of the Tenant Panel so we’d like to introduce you to our new Vice Chair, Val Watson.

Val has been a valued member of the Tenant Panel for quite some time and

was elected by the group to take the reins. Val is really looking forward to getting started and taking on a new challenge.

Special thanks go to Linda Beel for all her hard work, commitment and passion whilst carrying out the role as Vice Chair.

Tenant Panel welcome a new Vice Chair


7your homes Coast & Country Magazine

We’re involved in a wide range of projects at Coast & Country and we’d like to give you a brief update on what we’ve been up to.

Over the past year we have attended several conferences and taken part in training courses about the changes to the Welfare State. Subsequently we decided we needed to promote this to all tenants so they knew how they would be directly affected by these changes.

As a panel, we have promoted these changes by attending road shows, campaigns, speaking to the media and attending events with other organisations.

We’re very proud of the work we’ve done to inform tenants on how to appeal against the bedroom tax and we have had some fantastic successes; from tribunal wins, to simply helping others manage their money by signposting them to Coast & Country’s fantastic Benefit and Money Advice Team. We’ll continue our work to help people prepare for Universal Credit which will be rolled out across Redcar & Cleveland in early 2016.

As more and more organisations are transferring their services to online applications (including benefit and job applications, and access to the Universal Credit system), we’ll be actively promoting the benefits of getting online and encouraging people to meet with the brilliant Digital Champions who will

support you on your online journey and help you increase your skills and knowledge.

As you’ll have seen from the article on page 6, we’re also looking forward to working with our new Vice Chair, Val Watson.

We would encourage more tenants to become involved with Coast & Country and our various panels to help increase awareness on Government changes, assist in shaping the services that affect each and every one of us, and truly make a difference. Call the Community Investment team on 01642 771300 for further details.

An update from the Tenant Panel…

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Regent House, one of our most ambitious projects to date, was brought back to life by our innovative Empty Homes scheme. Through a partnership between Coast & Country Housing, Darlington Borough Council and the Homes and Communities Agency, Regent House was transformed from a disused office block into 47 one bedroom apartments.

Mrs Sue Snowdon, Lord Lieutenant of County Durham, officially opened the apartment block in June, following 12 months of hard work and dedication from our sister brand, Coast & Country Developments. The team of skilled workers converted the building from a disused office block, to modern, vibrant accommodation in the heart of Darlington Town Centre.

Our Empty Homes scheme also provides training and employment opportunities for local people; offering a platform for skilled workers to share their knowledge with

those looking for meaningful experience, which was exactly the case for David Streits.

David, a Darlington College student, had an interest in the construction trades and gained a placement during the Regent House project. The on-site team truly invested their time into David and provided him with a fantastic opportunity to try lots of different trades, working alongside joiners, painter and decorators, plumbers and electricians.

David said: “I have had a great time working at Regent House and it’s definitely helped me to think about my future and what I would like to do after College.”

Transforming buildings, creating futures

To find out more about the Empty Homes scheme, or training opportunities at Coast & Country, contact us on 01642 771300.



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10



At the beginning of the year I wasn’t sure if I was in arrears or in credit with my rent. Although I do my best to stay up-to-date with payments, I didn’t want to repeatedly ring Coast & Country or keep checking at the post office to see exactly how much was on my account as I found it was interrupting my weekly routine.

One day, out of curiosity, I searched into Google “is there a way of finding out how much rent I have to pay online with Coast & Country?” and sure enough, the result that appeared was ‘Do it online – Coast & Country’. I clicked the link which took me to a description of Me & My Home on the Company website and details of how to register.

I was slightly apprehensive at first; I didn’t know whether the system would be able to provide me with the information I needed, but I decided to sign up and give it a try.

Once I’d signed up I received a message to say that Coast & Country would send out a letter (including a secure number, password and security answer to enable me to log in) to my address to verify that I was who I said I was. I was really impressed with this added measure; it’s great to know that protecting my personal data is important to them, too! When the letter arrived, I logged straight in and had a browse through the site.

The site was really clear and easy to read, and the ability to increase/decrease the font size was a really nice touch. It was really easy to find my rent history (which is why I signed up!) but whilst on the site I also noticed that I could look at my repair history, add a repair if needed, and view my tenancy.

There was also a helpful guide on managing my finances to help make life a little easier.

I found it really useful that I could pay my rent online using my debit card. I’ve always found it a pain going to my local pay point shop each week when I am really busy doing other things, so it was really handy that I could pay online.

Overall, Me & My Home has been a really useful service and I will definitely continue to use the site now and in the future. It does everything I need and makes life so much easier when I am able to do everything online in my own time.

Michael WhittakerCoast & Country tenant

Super self-serviceHow Me & My Home helped me stay up-to-date with my rent payments…

11your homes Coast & your homes Coast & Country Magazine Country Magazine


Did you know that Coast & Country supports three charities?

Our chosen charities (decided by a vote every three years) are Cancer Research UK, Zoe’s Place and the Great North Air Ambulance Service and we’ve been hosting a wide range of fundraising events and activities over the past year to raise as much money as possible for these three very worthy causes. This includes: charity quizzes, race nights, cake and bake sales, blind

cards, staff donations instead of sending each other Christmas cards, Boxing Day dips, and so much more!

In 2014 we raised a whopping £6,700, which was then added to the £5,300 that was raised during the previous year. Representatives from each charity joined us for a cheque presentation event, where each received a cheque for £4,000.

Fundraising has already begun for 2015/16, with a range of activities and

events due to take place, and this year we’re aiming even higher.

In addition to raising funds, we regularly receive sponsorship requests from local groups and individuals. We’re really keen to support as many great initiatives as we can, and particularly look to give donations to smaller local concerns where they can really make a difference to our local communities.

During 2014 we received 21 applications for funding, with 16 applicants being successful and almost £3,900 being distributed among different organisations and groups, including: Redcar in Bloom, Cleveland Darts Association, Friends of Guisborough Forest and Cleveland Mining Museum.

Charitable by name, charitable by nature…

To find out more about charity and sponsorship, contact Tracy Jones on 01642 771370.

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In June we were one of the proud sponsors of the Middlesbrough Mela, showing our ongoing commitment to equality and diversity.

The event marked its 25th anniversary this year and is the biggest multi-cultural celebration in the North East. The Mela showcased the best in world music and local talent, with community groups displaying their skills in dance, sport and much more. Attendees were

also treated to the Mela Bazaar, which sold fashions, food, crafts and wares from across the world.

As sponsors, we had a team of employees on hand to answer questions and raise awareness of the services we provide. We had a fantastic weekend and it was great to get out in the community and meet potential new customers.

Iain Sim, our Chief Executive, said : “It has been a fantastic weekend at the Middlesbrough Mela. The festival has

become one of the highlights of the local calendar and we were proud to be a part of the Mela in its 25th year and promote Coast & Country’s fantastic services.

“Our sponsorship of the Middlesbrough Mela further demonstrates our dedication to our agenda of equality and diversity. The Mela does a spectacular job of showcasing all of the world’s cultures and this is something that Coast & Country is proud to support.”

Proudly sponsoring the Middlesbrough Mela

13your homes Coast & your homes Coast & Country Magazine Country Magazine


You may remember in our last edition, we were working hard to raise awareness of the Homes for Britain campaign on the run up to the General Election.

We’re delighted to tell you that the campaign was a huge success and we’d like to say a big thank you to everyone who pledged their support. This is a fantastic achievement for the housing sector and we couldn’t have done it without all your support.

David Orr, Chair of the National Housing Federation, said: “I feel proud of what we’ve achieved for our sector. Nine months ago, when we launched Homes for Britain at the Federation’s annual conference, we hoped – but perhaps didn’t quite believe – that we would transform the political debate to make housing a central issue for the election.

“Well, it’s time to believe. An editorial in The Sun said: “housing takes centre stage in an election for the first time in decade.” Housing moved to record highs at an election in both the YouGov and Ipsos Mori issue tracker surveys. The Labour Party added a sixth pledge on housing to their

promises to the electorate. Every major national party has backed the Homes for Britain ask, our campaign rally was in every major news outlet, and our advertising campaign has reached 26 million people. Last election there wasn’t a single question on housing in the televised leaders’ debates. This year, it featured prominently in two of the debates, including the only one to include all of the main party leaders.

“We’ve all made this happen. We have transformed the political debate and made housing the issue that politicians are battling over across the political spectrum. Every single one of us who’s taken even a single campaign action, from a tweet to a poster to a meeting with a local candidate – we have really done it.”

Homes for Britain… the success!

Did you know that each missed appointment costs Coast & Country around £50?

In April and May alone, the number of missed appointments was 515; this adds up to £25,750!

By providing us with your most up-to-date contact details, you can help

us to avoid missed appointments and put the money back into your communities.

We offer a text messaging service for all tenants which sends you a reminder the day before your appointment, so that you can either ensure that someone is home, or you can rearrange your appointment for a more suitable time.

Missed appointmentsTo update your contact details call our Customer Contact Centre on 01642 771300, or sign up for Me & My Home, our fantastic online portal, at www.meandmyhome.org.uk.

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As we’re sure you’re aware, we have a team of Digital Champions at Coast & Country who volunteer their time to help others get online.

We’re extremely proud of our volunteers and both staff and learners continually offer their praise to the team for truly changing people’s lives. This fantastic team consists of Paul Wilson, Dawn Cochrane, Pam Hodson, Joan Cann, Stuart Saunders and we’d like to introduce our newest member, Arthur Connelly.Arthur 57, from Grangetown, hasn’t always been a digital guru, but after seeing the opportunities a life online can provide, he’s never looked back.

“The benefits are tremendous, it’s not just skills you’re developing; it’s so much more than that. You’re getting access to an online world that can really improve your quality of life. You’re building up networks, making savings on electricity bills, insurance and household items, and getting the opportunity to make contact with people you wouldn’t normally get chance to, which is fantastic for those people who can’t get out as much as they would like. This would be especially true for a particular 77 year old gentleman who I have recently supported to introduce him into the digital age; it’s really helped transform his life.

“The internet was a bit alien to him, he’s never been online before and he knew very little about it, just that it was complicated. But it’s not. Not once you’ve been on it and had a look around. He’s absolutely over the moon with his new skills, and his new found access to the online community. So much so, that after the first session he went home and purchased a laptop to test out all of his new skills.

“Helping people like this gentleman is what being a Digital Champion is all about. Yes I get to improve my own skills

with training and development opportunities, but it’s seeing people like him, someone who had never been on the internet in his entire life, benefit so greatly, and seeing the huge improvements to people’s quality of life, that’s what makes it all worthwhile. Being a Digital Champion is so rewarding and it helps benefit the whole community. I attend workshops and provide one-to-one support to help people get online, develop their digital skills and achieve success through gaining relevant qualifications, which means they also get real, tangible evidence of their success. As well as the skills they can use on a daily basis to help them save money and communicate with others online.

“I also attend Grangetown Work Hub and I do one-to-one sessions at Westfield Farm. I’ve been a Digital Champion for about eight months now, and I hope to carry on making a difference and helping more people improve their digital skills for a long time to come.”

Life as a Digital Champion


Do you need help getting online?You may benefit from the help of one of our Digital Champions!

They can help you to:

• Stay in touch with friends and relatives on social media, such as Facebook

• Shop online

• Set up online banking

• Save money online

• And much more!

Appointments are flexible and can be held in local venues to suit you. We can also provide transport to appointments!

Get in touch with our Community Investment Team on 01642 771300 to find out more or to make an appointment.

Do you want a stand out CV?Volunteer to become a Digital Champion!

If you’re looking to build a CV that stands out from the crowd and also improve your communication, leadership and teamwork skills, we have the opportunity for you!

You will be provided with all necessary training and transport can also be arranged. Volunteering looks fantastic to employers on a CV and you also have the opportunity to truly transform people’s lives.

Contact us on 01642 771300 to find out more!


Help with Money

At Coast & Country, we provide a variety of ways to pay your rent because we want to make sure there’s an option to suit everyone. You can pay your rent:

• Online, using the Me & My Home portal (see our case study on page 10)

• Online using Allpay at www.allpayments.net (debit or credit cards).

• At any Post Office in the UK

• Anywhere that displays the Paypoint sign

• By telephone direct to Coast & Country

• By Direct Debit

Direct Debit from your bank is the easiest way! You can pay at any regular frequency to suit your circumstances. It’s all done automatically so you don’t have to worry about missing

a payment and it’s also really safe and simple to set up.

If you pay by Direct Debit, you will be entered into a prize draw every three months for the chance to win a £50 shopping voucher for a shop of your choice!

Set up your Direct Debit today over the phone by calling us on 01642 837259.

How to pay your rent

In May, tenants won a landmark Bedroom Tax appeal that will give hope to tens of thousands of separated couples with children.

The ‘Tenants Working Together’ Group’s, led by our fantastic Tenants Panel, victory could mean that parents

sharing responsibility for a child or children will not be subject to Bedroom Tax on the ‘spare room’ used by their child. A First-tier Tribunal judge ruled that a child can live in two homes for Bedroom Tax purposes.

This follows on from other tribunal successes, many based on room size or use of room, which encouraged the Tenants Group to share knowledge and assist fellow tenants in lodging an appeal.

Kim Gallagher, Chair of the Tenant Panel, said: “The Coast & Country Tenants Working Together Group is continuing to do all that we can to raise awareness of the issues and Coast & Country’s Welfare Reform staff are working hard to advise people affected.

“This successful appeal is incredibly exciting and has the potential to affect the lives of many thousands of people across the country for the better.

“It is the so-called absent parent, generally the father, who is hit by the Bedroom Tax, even if the child has a room that is regularly used at the house. This ruling opens the doors for many other people to appeal on the grounds that a child can have two homes.

“The Bedroom Tax is grossly unfair and it is only by determination to fight unjust cases that the most vulnerable are not penalised.”

If you have any queries about the bedroom tax, you can now contact us at [email protected].

Landmark Bedroom Tax ruling gives hope to separated families

17


Universal Credit is the benefit system that will replace income support and income based job seekers allowance, housing benefit, tax credits and income based employment and support allowance. It is slowly being introduced across the country in stages after having been trialled in pilot areas; it’s scheduled to reach the Redcar and Cleveland area in Spring 2016.

The new system has been gaining some negative feedback, such as complaints that it is paid one month and 14 days after the first claim, and housing costs will go direct to the claimant rather than your landlord, Coast & Country. Applications for Universal Credit can only be made online too, which is causing a problem in some areas. However, we would like to draw your attention to the positives of this new system.

As long as you prepare for the change by budgeting, banking and learning digital skills, Universal Credit can help you. Here are 10 positives:

1. Universal Credit is a simplified benefit system replacing all means tested benefits and can be claimed from one place, online.

2. There are more incentives to find work as you can earn more but still qualify for Universal Credit.

3. If a favourable change occurs during your assessment period the change will be backdated from the start of the period. For example if you have a baby within your assessment month and report the change in time the amount you receive will go up from the start of that month.

4. You can work under 16 hours and get Universal Credit as well as help with your childcare costs.

5. There are short term budgeting advances to help tide you over until the payment comes through.

6. There are ways to have your housing costs paid to your landlord called Alternative Payment Arrangements.

7. For those setting up as self-employed, there is a period of a year to have your income reach an assumed minimum level of earnings. Universal Credit will be paid throughout this time.

8. There is one standard housing cost contribution taken from the housing costs for non-dependants who live at home. This is £69.37 per month for all qualifying non-dependants regardless of their income levels.

9. Fortnightly and split payments are possible if a claimant is struggling with the monthly payments.

10. For people on Universal Credit, the rent from a lodger is not treated as income. This means that whatever amount you charge a lodger, it will not impact on how much Universal Credit you get.

What is Universal Credit?

If you would like to know more about any of these points or ask any questions then please call the Welfare Reform Team on 01642 771367.


Journey into work


We recently delivered our first in-house training academy! 13 unemployed learners completed a three week accredited course, NCFE qualification, Level 2 Principles in Cleaning. The course included both practical work and classroom based learning.

All 13 learners went on to successfully complete application forms for cleaning operative paid work placements within Coast & Country and five were successful and will start their placements on Monday.

Two of our successful applicants were Coast & Country tenants, Kelly Limon from Easington and Lynne Henderson from Teesville.

Kelly, 33, said: It was one of the best experiences I’ve had, it’s just been fantastic. I’ve met some of the most genuine, honest and helpful people through the Cleaning Academy and gained so many new skills.

“The staff at Coast & Country were great, they helped us all every step of the way, made us feel supported and part of the team, and helped us on the path to securing a job.

“I’ve gained a placement from this and I know that now I’ve got the skills, the knowledge and the confidence I have everything I need to get me the job I want.”

Lynne, 61, said: “The Cleaning Academy from start to finish was great! It gave me so much more than I thought it could and then to gain a placement at the end of it, well it just topped off what was already such a rewarding and enjoyable experience.

“Everyone that was on the course gained so much, it was more than cleaning – we gained skills, confidence, new friends, interview experience and even a job! I’m so grateful for the chance to take part in this fantastic training opportunity and can’t thank Coast & Country enough for all of the support and guidance throughout the whole process.”

For more information about training at Coast & Country, contact us on 01642 771300.

Cleaning Academy

19


Stacey Tait forges a successful futureThere’s a whole host of support and guidance on offer at Coast & Country; devised and developed to help people find work, volunteering or training opportunities. We’re committed to helping people pave the way to future success, and to see just how we do this take a look at Stacey’s story.

“Before I got the placement with Coast & Country things were tough and getting into employment looked like a pipe dream. I was keen to progress into a career in health and safety; committing to training and development to help me get there.

“I was funding myself through my NEBOSH qualification, and actively looking for practical work experience, but being a single mum and with no one willing to hire me without previous experience, it wasn’t always that easy. To get a job you need experience, to get experience you need a job and I just wasn’t getting anywhere. Until I attended the Work Hub delivered by Coast & Country..

“I attended one of the work hubs at Grangetown Library looking for advice on funding to help me get through my

NEBOSH. But I got so much more than that. I’m so grateful for the doors that Coast & Country opened for me, I could never have got where I am today without the support and opportunities they provided. The staff at the work hub gave me more than just a few words of advice, they took me through all of the available options I had, and pointed me in the direction of their Journey into Work initiative.

“From there I started the Forging Futures programme and was presented with the opportunity to apply for a six month paid placement with the Health and Safety Department. I was fortunate enough to secure the position and in doing so was supported to successfully complete my NEBOSH exams.

“My placement came to an end so quickly but I gained so much from it, more than I thought I could gain in the space of six months. I worked with a fantastic, supportive and proactive team and a mentor who helped me develop the necessary practical skills I needed to progress.

“At the end of my placement a job came up at Cleveland Fire Brigade and I was keen to apply. Coast & Country helped me through this process as well, offering support with my application and interview.

“I was over the moon when Cleveland Fire Brigade offered me the job of a Health and Safety Officer and I couldn’t have got there without a little help along the way. I’m extremely grateful for the opportunity Coast & Country gave me, it’s crucial more people know about the amazing support on offer for people looking for jobs and training.”

Paul Smith, Health and Safety Manager at Coast & Country, said “Stacey passed her NEBOSH Construction exams during the six months she worked with us and has been a huge asset to the department. She has been a pleasure to mentor and I am sure she will be a great success in her new role. We are very proud of her achievements and wish her well in her new career!”


your homes Coast & Country Magazine20

New for you

Environmental updateOur fantastic Environmental Team have been working throughout Redcar and Cleveland to improve and enhance the green spaces in our communities. The team identified some areas that were looking a little tired and neglected, working with local residents to help give the areas a much needed makeover.

Sam Groves, Asset Manager at Coast & Country, said: “We strongly believe that well-managed green spaces, plants, trees, flowers and wildlife help to bring communities together, enhance the look and feel of a neighbourhood and offer leisure and educational opportunities for all ages.

“These projects are typical of the fantastic work being carried out by the Estates Team right across the borough.”

LingdaleThe Cedarhurst area in Lingdale had previously been plagued with fly-tipping and a nearby beck was congested with rubbish. The area has now been transformed, the beck cleared and a wild flower meadow planted to create a green space that will attract birds, butterflies and bees.

Children of Lingdale Primary School have designed their own area, including a bug hotel made from decaying logs, a butterfly and bee garden with Buddleia and Lavender plants and a tree-shaded meadow. The children have also designed an information board for visitors to the area to learn about different wildlife and plants.



Cowscote Woodland has been

transformed from a once

overgrown, unsightly area into

a picturesque open space to

be enjoyed by both the local

community and visitors to the

area. The piece of land once

housed allotments, garages,

coal bunkers and stables

before being completely

transformed into a fantastic

woodland park. The carved

tree pays homage to the

mining history of the local

area, depicting two pit ponies

and a lantern.

“We all had a fantastic time and

spent over an hour in the beautiful

space you have created in Loftus. The

girls had a lovely time interacting

with the space, looking for worms,

finding the bat and bird boxes and

even running up and down the steps.

I spoke to many other people during

my visit, who all stated what a

wonderful idea it is to have created

such a lovely space, how much better

it is than the eyesore it once was.

I would like to congratulate

yourselves and your team on a job

well done and I’m sure I speak for

other members of the community

when I say thank you.”

Miss Elliot, Loftus

Loftus

New for you


New for you

On Friday 5 June, we celebrated World

Environmental Day by transforming some

unused flower beds into a vegetable patch

for local residents to grow their own plants

and vegetables.

Joan Cann, a Coast & Country tenant who lives

close by to the flower beds, suggested a ’60 Minute

Makeover’. We thought this was a great idea and

worked together with a group of tenants from

Dormanstown and the volunteers from Westfield

Farm Tenant Resource Centre to make it happen.

We donated vegetables and plants grown at

Westfield Farm, renewed the soil and gave the plant

pots and benches a lick of paint.

Coast & Country would like to thank Cleveland

Land who donated three tonnes of topsoil, and

Gustharts who donated three gardening sets to our

tenants for the upkeep of the veg patches.

Dormanstown




We were contacted by the ‘Eco Warriors’ of

Caedmon Primary School, Grangetown to help

spruce up their green spaces. They have an area in

their school grounds that they want to transform

into an ‘Eco Garden’. Including a sensory area,

an area to grow their own food and an area to

attract wildlife.

We invited the children to visit the gardens at our Westfield

Farm Tenant Resource Centre in Dormanstown to learn

more about what kind of things they would need in their

garden for this to happen.

The children really enjoyed their visit and learnt a lot about

how things grow and the different kinds of plants that attract

wildlife. They also took some fresh veg from the gardens

back to school with them to create a delicious fresh lunch

from the ingredients!

The next stage of this project will be for the land to be

cleared out to make way for the new vegetable patches and

raised beds. Look out for updates in the next edition…Grangetown

GuisboroughWe’ve recently finished improvement works to the front of Howlbeck Shops in Guisborough. This area was a hot spot for anti-social behaviour and was also badly affected by flooding in heavy rain. The paving slabs were uneven, the plant pots were neglected and it looked like a concrete jungle. We worked closely with the local residents, neighbouring shops, Guisborough Neighbourhood Action Partnership and the local PCSO’s in designing the area. We introduced strategically placed footpaths and planting and used a resin bonded surface which will alleviate the flooding problem as any surface water can drain through this particular type of surface.

We’ve received some really great comments from local residents and we are really pleased with the final result!

Safe and sound with Coast & Country

Carbon Monoxide, or CO as it is often referred to, is a poisonous gas that you can’t see, taste or smell. It can be released when carbon-containing fuel doesn’t burn properly because not enough air is available.

This can happen when gas appliances have been wrongly installed or poorly maintained, and can also happen when a chimney, flue or air vent has become blocked. Poor ventilation adds to the problem by allowing CO to build up.

The symptoms of CO poisoning include: headaches, tiredness, difficulty concentrating and feeling sick. These can often resemble the symptoms of the flu or a common cold, however you may notice that others in the household have similar symptoms which become less severe if you leave the property.

If you think you are suffering CO poisoning, turn off any gas appliances and try to ventilate the property by opening windows. Visit a doctor urgently and tell them you believe you have CO poisoning. Contact us as soon as possible on 01642 771300 and the Gas Emergency Helpline on 0800 111 999.

We’re sure you will have all heard about the devastating effects of carbon monoxide poisoning on the news during the last few months, about a British family on holiday in Corfu who lost their two children due to this deadly gas. We provide carbon monoxide detectors for all our properties however we would also urge all tenants to allow us access to your property to carry out our annual gas safety check. Not only

is this a legal requirement, but this could also save yours or a loved one’s life.

For more information on the effects of carbon monoxide or for any other gas related queries, please contact us on 01642 771300.


Carbon Monoxide; the silent killerWhat is carbon monoxide?

Did you know we had a Gas Safety Focus Group? If you have any ideas about how to raise awareness of gas safety, please come and join us!

Symptoms of Carbon Monoxide poisoning


25your homes Coast & Country Magazine 25

In January this year, a tenant living in a block of flats at Guisborough appeared in Court and was found guilty of theft of a laptop.

The laptop belonged to another resident of Helmsley House and, following a refurbishment programme which included the installation of CCTV, evidence was found of him entering the resident’s flat. The evidence was then taken to the Neighbourhood Police Team in Guisborough, and the tenant was arrested and pleaded guilty to theft.

We were able to use new powers that were introduced by the anti-social behaviour, Crime and Policing Act 2014; this makes it easier for us to take action against tenants where they have been convicted of a serious offence and means that as long as our action is reasonable, the court must grant us possession.

We served the tenant with a Notice of Seeking Possession based on the conviction of burglary and also details of previous behaviour that the tenant had received a warning about, including playing loud music and activating the fire alarm that resulted in the fire brigade attending a false call out. Following the

Notice being served we were due to start court proceedings, but the tenant did not want to attend court and chose to give up his tenancy before the court application was made. Peter Moore, Tenant Advisor, has received very good feedback from residents and local businesses since the tenant has left Helmsley House and it has made a real difference to the community. Through the combination of use of CCTV cameras and partnership working with the Neighbourhood Policing Team, we were able to take swift action using the new powers to help improve the quality of the lives of the residents in the block.

Standing up against anti-social behaviour

26

Safe and sound with Coast & Country


The daughter of a HomeCall customer, who lives in France, has praised the service for the emergency response her mother received after falling at her home in Saltburn.

Earlier this year, 92 year old Joyce Kane suffered a mini stroke alone in her flat in Zetland Court. Luckily, her granddaughter was paying a surprise visit that day and upon arrival, she rang for an ambulance. When the emergency services reached Joyce, she was admitted into hospital immediately.

After this event Joyce’s daughter, Sharon contacted the HomeCall service to request the installation of the HomeCall monitor and response service at her mother’s flat. Sharon lives in Carcassone in the South of France so she was concerned about her mother’s wellbeing. She said: “As I live in France, and my daughter lives in West Yorkshire, I need to make sure my mother is safe and will have someone there in case of an emergency.”

This was certainly the case for Joyce, who fell whilst alone in her home on 24 May. This time however, she pressed her pendent alarm and within 20 minutes, a HomeCall Independent Living Advisor was at her home making sure she was okay.

Joyce recalled the emergency incident and the response: “The service I received was wonderful. It was quick, efficient, caring and everything I could have hoped for in an emergency. I was very relieved to have HomeCall when I fell.”

Sharon echoed her mother’s praise “We are delighted, and our minds have been put to rest as well knowing Mum is safe. After her fall, I flew over to take her back to France with me for some much needed rest and relaxation.

“I would thoroughly recommend the HomeCall service to anyone with elderly or vulnerable relatives. Unfortunately, since I live in France, I cannot visit my mother every day. The HomeCall service has given me peace

of mind, knowing that my mother can receive round the clock support and that I’ll be kept in regular contact in an emergency, even when I’m in another country.

“The staff at HomeCall are incredibly polite, kind and supportive and they really make an effort to build a relationship with my mother.”

HomeCall Independent Living provides a variety of different services geared towards supporting the elderly, vulnerable and disabled people to live independent lives. Mrs Kane is one of thousands of people who receive this valuable service which gives families peace of mind.

J’adore HomeCall

To find out more about how HomeCall could help you and your loved ones, call 01642 771339.



Don’t wait until it’s too late...

01642 771 339

[email protected]

You can’t always be there for them, but our HomeCall service can!

We’re here to provide your loved ones with 24/7 support whenever they need it.

Worried about your elderly loved ones?

One in three elderly adults will fall at least once this year in their own home.

Tenants Annual Report


At Coast & Country we pride ourselves in working with you to make sure we shape our services to meet your needs, and to ensure that the information we present to you is a fair and honest reflection of our performance. This report provides you with information on how we have delivered our service and presents feedback from customer surveys showing how we performed against your expectations, our annual targets and last year’s performance.

During the year up to March 2015, our Property & Assets Team spent approximately £8.6 million to support the improvement of our properties and estates. All of the improvements we carry out will help to ensure that you get the quality homes and estates you deserve – now and in the future.

Tenants Annual Report 2015

Measure

Your satisfaction with repairs service

Percentage of repairs completed on time

Percentage of repairs completed right first time

Number of days the percentage of tenanted properties with a valid CP12 reached 100%

Our target Performance this year

Green, amber, red?

9.5 / 10

99.2%

95.5%

110%

9.6 / 10

99.1%

95.1%

41%

Our performance

We carried out a staggering 42,352 day to day repairs and 9,822 gas safety checks

Introduction

Maintenance

The Key

We want to let you know how we are performing, so have developed a key to indicate how we’re doing:

Could improve

Exceeding

Doing ok



Your Tenancy

Measure Our target Performance this year

Green, amber, red?

How long does it take to let an empty property 32 days 34.5 days

Percentage of rent collected 99.67% 99.2%

In this section we look at the way in which we let our homes. The Tenancy Standard says that we should:

• Let our homes in a fair, transparent and efficient way

• Have clear application, decision making and appeals procedure in place

• Support tenants to maintain their tenancy and prevent evictions

Our performance

Rent arrears as a percentage of the annual debit

Overall satisfaction with new tenancies

Percentage of rent lost through homes being empty

4.00%

1.80%

8.9/10

3.34%

1.75%

8.9/10

TO LET

In 2014/15 we let 1,304 homes and received 2,861 housing applications.

Your neighbourhood and communityIn this section we look at how we work with you and our partners to ensure our neighbourhoods and communities are the places that you enjoy living in. The Neighbourhood and Community Standard says that we should:

• Keep estates and communal areas clean and tidy

• Work with you and our partners to improve neighbourhoods

We work hard with our partners, including the Police, Local Authority and other Housing Providers to crack down on anti-social behaviour and make our communities safer, more pleasant places to be.Our performance

Measure Our target Performance this year

Green, amber, red?

Percentage of anti-social behaviour complainants acknowledged within one working day

98.0% 97.7%

Average number of days to resolve cases of anti-social behaviour

35 31

Tenants Annual Report


Service Area Housing operations

2014/1517

Allocations 5

Tenancy management 4

Anti-social behaviour 4

Contract centre 1

HomeCall 1

Empty homes 0

Rent and service charge 0

Customer service – staff 2

Service Area Property and Assets

2014/1549

Commercial 0

Improvements 4

Responsive 11

Gas 7

Voids 3

Complaints by service area

Estate services 2

Development 3

Asset management 16

Fleet 1

Asbestos 1

Planned works 1

Percentage of complaints responded to within 10 working days

Our target 100%

Performance this year 98.5%

Performance last year 100%

Total complaints resolved this year 66

Total complaints resolved last year 45



Have your say! Get involved!We have a wide range of groups and activities that our customers can choose to get involved in, and we are always interested in hearing from people who want to join in.

Whatever we do, our tenants are involved, making valuable recommendations and giving the Company the benefit of their experience. After all, who knows more about what matters to tenants than tenants?

We’re sure you will have seen on pages 6-7 some of the fantastic work our involved tenants get up to and we’d love to have you on board. For more information on the groups and activities available please contact our Community Investment Team on 01642 836060 or visit our website www.coastandcountryhousing.org.uk.

Value for MoneyIn this section, we look at how we use your rent and how we achieve value for money. The Value for Money Standard says that we should provide value for money in everything that we do through efficient, high quality services and homes that meet your needs.

To this end, we developed a Value for Money Focus Group, which includes representation from staff and tenants. The group’s achievements have included introducing staff value for money briefings, raising Board awareness, introducing suggestion cards and the creation of scorecards to monitor performance.

Across the Company, we worked hard in 2014/15 to secure an estimated £2,414,832 worth of value for money efficiency savings.

We spent £60.8 million in 2014/15, here’s how:

Repairs and maintenance £9.2m

Property and estate improvements £6.5m

Regeneration and development £24.0m

Service expenditure £2.4m

Housing management £10.5m

Loan interest payments £8.2m

Contact us...

Headquarters14 Ennis SquareDormanstownRedcarTS10 5JR

Tel: 01642 771300

Text: 07860017148

Email: [email protected]

www.coastandcountry housing.org.uk

Contact Headquarters if you have any enquiries on:

• Customer complaints• Resident involvement• Rent account• Repairs, including out of hours• Home contents insurance• Right to buy• Money advice• Employment and training advice• Meeting room hire• HomeCall Services

Rent Services

Tel: 01642 771326 / 771327

Local Offices

Contact your local Housing Office if you have any queries regarding:

• Your rent account• Housing• Management & Estate Services

East Cleveland Office

1A Woodhouse RoadGuisboroughTS14 6LH

Tel: 01642 836004

Redcar Office

14 Ennis Square, DormanstownRedcar, TS10 5JR

Tel: 01642 836005

Grangetown Office

Barbara Bowater HouseKingsley RoadGrangetown, TS6 7PW

Tel: 01642 836010

Spencerbeck Office

Spencerbeck House, TS7 9PZ

Tel: 01642 836009

South Bank Estate Management Board

11/13 Steele Crescent, TS6 6QJ(limited opening hours)

Tel: 01642 836072

Get connectedWe now have over 1,600 Likes on Facebook, plus we have Facebook pages for Westfield Farm and Re: Furnish Emporium. You can also follow us on Twitter and LinkedIn.

Find us now on Facebook www.facebook.com/coastandcountryhousing

Follow us on Twitter @cchousingonline

Connect with us on LinkedIn www.linkedin.com/company/coast-&-country-housing

Need another format?

If you require this information in another format or language please let us know on any of the contact details.

Documents

Your homes issue 6 - August 2015