Paradigm People Winter 2012

Contents

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2 WINTER 2012 Paradigm PeoPle CusTomER sERvICEs 0300 303 1010

DECEMBER 2012Monday 24 Christmas Eve 8am-4pmTuesday 25 Christmas Day ClosedWednesday 26 Boxing Day ClosedThursday 27 December 8am-4pmFriday 28 December 8am-4pmMonday 31 December 8am-4pm

JANUARY 2013Tuesday 1 New Years Day Closed

Wednesday 2 January Normal office opening hours

on the days we are open, shown below, our offices will be open 9am to 4pm, while our Customer Services team will be staffing the phones from 8am to 4pm. outside these hours, your calls will be redirected to invicta. if this does not happen, call them direct on 01732 781903.

CUsToMER sERviCEs opENiNg hoURs CAll 0300 303 1010

ChRisTMAs holiDAY opENiNg hoURs

DECEMBER 2012 - JANUARY 2013

MoNDAY TUEsDAY WEDNEsDAY ThURsDAY FRiDAY sATURDAY sUNDAY

17 18 19 2o 21 22 23

24 25 26 27 28 29 30

31 1 2 3 4 5 6

pAYiNg YoUR RENT ovER ThE holiDAY pERioD You will not be able to pay your rent at our offices on the days shown in red, although

you can pay online. You must pay your rent at the next possible opportunity.

2 Contents, Christmas holiday opening hours

3 Merger update, new online services

4 Inspiring young people at the Foyer and the

Nacro XS sport project

5 How our Community Engagement Fund

makes a difference

6 Tackling anti-social behaviour; disability

awareness month

7 How we are continuing to provide new homes

8 New ways to get involved and have a say

10 Ways we are making your homes more

fuel-efficient

12 Benefit changes, care for trees, reporting

our performance

13 Winter birds, help for separated families

14 Changes to Premier Service; grants for you

15 Great prize draws; happy winners

16 How to contact Paradigm; six ways to

pay your rent

4

6

10

7

the features, articles and content of the magazine are believed to be correct at the time of going to press. Some details could be subject to change and no responsibility can be accepted for inaccuracies. the views expressed by contributors to Paradigm People do not necessarily reflect the views of paradigm housing Group. While every effort is made to ensure the accuracy and fairness of views expressed, paradigm cannot be held responsible. although we take the utmost care to ensure that companies or suppliers of

services mentioned are reputable, paradigm housing Group cannot guarantee that they will fulfil their obligations under all circumstances.produced and designed by Quercus eight, Unit 8b huguenot place, 17a henleage St, london e1 5lN tel: 020 7655 0370, email: [email protected] The paper Paradigm People is printed on comes from sustainable forests and is certified by the Forest Stewardship Council.

It’s time to get out our warm winter clothes and look at ways to keep our energy bills down. See page 10 for to see what Paradigm is doing to keep your homes warm and fuel-efficient, to help the environment and ensure your bills are as low as possible. Included with this issue, your free Quids In! magazine has a large feature about getting a foot on the jobs ladder, plus lots of money-saving tips. We talk about changes to benefits, including the so-called ‘bedroom tax’ coming into force next year on page 12. You can read about how residents have tested and rated our customer care (answering the phone and calling you back) on page 9. On page 5 you can see how local communities have benefited from our Community Engagement Fund grant since March 2012. We are advertising for residents to join us to check how efficiently we are working (Resident Internal Auditors) and to join the Residents’ Forum, the group whichmakes recommendations about services to Paradigm’s governing Board. See page 8. We all hope you enjoy the Christmas holiday period. Happy New Year!

Anthea WatkinsCustomer Involvement ManagerTel: 01628 811860anthea.watkins@paradigm housing.co.uk

Welcome

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Paradigm PeoPle WINTER 2012 3 CusTomER sERvICEs 0300 303 1010

keep in touch

paradigm’s website has a wealth of useful information, links and services for all of our tenants, shared owners and leaseholders, especially in the website’s designated Customer Zone. this online resource is available 24 hours a day, seven days a week. here are a few of the key pages you may want to visit. See: www.paradigmhousing.co.uk

on the home pageNews Check the latest stories, or browse older reports in the archives.Contact us Whether you need to visit, write, call or email, the key information is right here on the Contact Us tab.social media See the links to our Facebook, twitter and linked-in and Youtube profiles.Work for us See all our current job vacancies, along with information on the range of benefits for those who join our team. paradigm welcomes people from all sections of the community.Find a home if your circumstances change and you need to move, click the tab for the information and links. properties for sale via an affordable shared-ownership scheme can be found on www.paradigmliving.co.uk

in the Customer Zonepublications You’ll be able to download and read copies

CliCk FoR iNFoRMATioN

of useful publications such as Keeping on Track: our annual report to residents 2011/ 2012; our Information Pack for Tenants, or a range of customer advice leaflets covering topics such as anti-social behaviour, gas safety or preventing condensation. if you need a printed copy, please call customer services on 0300 303 1010 or request one by email on [email protected] Rent Useful information on setting up a direct debit, paying your rent online, rent statements and what to do if you have rent arrears.Repairs and maintenance this comprehensive section includes guidance on your repair responsibilities, reporting emergency repairs and even advice on how to save on your energy bills. plus it allows you to report a repair online.

T he proposed merger between paradigm and aldwyck housing Group has been called off. paradigm chairman, david easson, said: “We are disappointed with this result

as the business case was strong and a merger would have achieved significant benefits for our tenants in both organisations.

“We recognise however, that to be successful, a merger would have required the full co-operation of both parties. the problems in creating a new and dynamic organisation would have been significant, but not insurmountable and paradigm is confident that, with the right commitment, the benefits would have been substantial. however aldwyck’s board decided not to go down this route.

“on behalf of the paradigm board, i would like to thank those residents that fed back their views to us on the merger.”

merger UPdaTe

This month paradigm launches an exciting new web service for

residents. Myparadigm offers a range of secure, personalised

online services, available around the clock. Your personal information will be protected by high-level security. go to www.paradigmhousing.co.uk/ myparadigm click register, and follow the on-screen instructions. You will be able to: ● pay your rent

online ● report repairs ● see details of our home improvement programmes

● view information about your neighbourhood ● find the contact details of the staff for

your area ● read rent and service charge statements and

tenancy details

All the staff at paradigm would like

to wish you a Merry Christmas and

a happy New Year for 2013. see our

office opening hours opposite

For further details about our repairs

service, please refer to the

information pack for

Tenants or see

our website.

Merry Christmas!

my Paradigm

CusTomER sERvICEs 0300 303 1010

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young people

The Nacro XS Project based in Broxbourne, Hertfordshire, took a group of young Paradigm residents to watch Stevenage Football Club play Walsall at the Lamex Stadium, Stevenage on 18 September.

This trip was a reward for the group’s achievements while attending the XS Project gym and a multisport session. The tickets were donated by Stevenage FC.

Nacro XS is part-funded by Paradigm, it provides young people with positive activities in order to develop their self-esteem and help them to discover new interests and skills. For more information contact Richard Harding, XS Project Manager, on 07920 571605.

GettinG a kiCk out of sport

SPoTlighT on The Foyer

the Welwyn hatfield Foyer provides temporary supported housing for 50 single homeless people aged 16 to 25 with a local connection to Welwyn hatfield. Within the Foyer we have our ‘Small Steps’ project, providing specialist support and accommodation for eight single parents and their children.

our aim is to help all residents realise their full potential by building self-esteem, developing life skills and providing a supportive environment where they can thrive. a key focus at the Foyer is also providing support to access training, employment and education. all these things help to prepare residents to move on and to lead more independent lives.

TRAiNiNg sAvEs ThE DAYQuick thinking and a calming influence helped save the day when a security guard at the Foyer suffered a serious asthma attack.

resident Stephanie Noble, who has just completed a level three nursing course at Stevenage College, and her friend Chrissy, were walking through reception when they noticed the medical situation unfolding.

Seventeen-year-old Stephanie said: “he was really going blue so i rang the ambulance as soon as i saw him. We put him in a chair and put some of the lessons i learnt on my course into practice.

“it was Jeanette, the employment and training officer from the Foyer, who initially encouraged me to go on the course. hopefully i will now be able to take this career further and possibly go to university.”

loUisE TAkEs BEAUTY CoURsEa premier Service opportunity Fund grant is helping 21-year-old louise bishop get her nails into a part-time level two beauty Specialist course at oaklands College. She will get the opportunity to work at the on-site commercial salon and gain hands-on experience performing facial treatments, waxing and make-up.

louise said: “i received half of the funding from paradigm. this has helped me a lot as working in beauty therapy is definitely something i really enjoy.” see page 14 for details of the opportunity Fund.

gREAT FoYER BAkE-oFF Foyer residents are planning to launch a weekly community café in hatfield from the spring. they will make affordable snacks such as cakes and sandwiches to be sold at howe dell Community Centre on the dehavilland estate, home to a large number of paradigm residents. details will be advertised in the local press closer to the event, or you can contact dehavilland project Co-ordinator, alicia mcmorrow on 07758 247995.

Chrissy and Stephanie acted fast to help a security guard

A great night out for young residents with Nacro XS


community projects

which is available for all Paradigm residents living in the Chilterns.

£5,000 was granted to Waterside

Community Association to pay for part of a redevelopment of a play area in Gordon Road, Chesham.

£2,460 paid for equipment and

set up of an outdoor play nursery area for Little Spring Primary School in Chesham, Buckinghamshire.

£4,500 was donated to voluntary

organisation, Connect 4, to continue their Playzone Motor Project in

how we have helped local communities

CommUniTy engagemenT FUnd

since Spring 2012, the residents who allocate grants from the

Community Engagement Fund have approved seven grants, totalling £22,252. Grants of up to £10,000 are open to any Paradigm resident wanting to improve their community.

We would particularly like to encourage applications from residents in Hertfordshire and west London.

For more information, or to receive the Grant Application Form, call Tina Olowookere on 01628 811861 or email her on: [email protected]

£1,417 paid for garage rental to enable

Kings Church Amersham to continue a free furniture recycling project, to which residents can be referred by housing officers or other agencies.

£5,000 was given to Chiltern Citizens’

Advice Bureau (CAB) to contribute towards their money advisor service,

Prestwood, Buckinghamshire. The project teaches young people to ride motorbikes safely and to maintain

them properly.

£1,500 supported Street Dreams, a project of youth engagement events by a specialised team on behalf of Prestwood Youth and Community Action Group in Buckinghamshire.

Children love their gardenSchool children in Chesham benefited from a £2,735 grant, to build a fence around their brand new sensory garden.

The garden at Elm Tree Infant School offers an opportunity for the children to read in a quiet secluded area in a safe environment. There is also a swing, tunnel, musical sounds corner, circular seating area and a ladybird wood pile. The plants have been chosen for their smell, texture and herbal use.

The sensory garden has won three awards: one in the Chesham in Bloom competition, the Len Vodkins School Shield and the Mark Mattock Schools Challenge in the Thames and Chilterns in Bloom contest. Six-year-old pupil Freya said: “My friends and I love the sensory garden because there are smelly flowers, in a good way. It’s perfect. I love the swing too. Thank you.”

Playzone Motor Project promotes safety on wheels

Children at Elm Tree Infant School have a new garden

Resident Ray Hornsby (centre)and Cllr Mimi Harker (left) with staff at Elm Tree Infant School

Steve Osmond with PCSO Nicky Kilpatrick and PC Simon Caddy


community news

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PoliCing anTi-SoCial behavioUr paradigm is commited to helping to create

peaceful, sustainable communities for residents. as part of that commitment, one of our three anti-social behaviour advisers, Steven osmond,

has begun a series of training workshops for thames valley police. Steve says: “i designed the workshops to address key areas of concern for police, and to highlight where we can work together and bridge the gap between our different services.

“We looked at ways to share information, to avoid duplication of work and how best to protect complainants. For example, we can visit complainants and alleged perpetrators jointly. it is also useful that local police understand the powers we have as a landlord, and know who to contact when an incident occurs concerning our residents.”

Steve’s first workshop session took place at amersham police Station with the Great missenden and prestwood police neighbourhood team, made up of police officers and community support officers.

the initial feedback was very positive and Steve hopes to roll out similar workshops for the other police neighbourhood teams soon.

Colourful artwork produced by people with learning difficulties cheered up Paradigm’s offices as part of a learning-disability awareness campaign throughout October.

The touring art project challenged stereotypes and drew attention to the uniqueness and individuality of people with learning difficulties. It showed that there are as many different learning disabilities as there are artistic styles and abilities.

Among those helping with the campaign was Chalfont St Peter resident, Linda, who shared her

experiences of living in a Paradigm home, regularly attending resident groups, and receiving information and visits from her housing officer and maintenance staff.

Staff then looked into what they could do to make sure their services could be accessed easily by a customer with a learning disability.

Please speak to your housing officer or call Customer Services to discuss ways we can adapt our services to you. You can also request a leaflet about the aids and adaptions we can provide.

lEssoNs ABoUT lEARNiNg DisABiliTiEs

pAssWoRD pRoTECTioN

Residents with a visual impairment

can increase their protection against rogue

visitors to their homes with a

simple password.

You can choose a unique password to be held

securely within Paradigm’s computer systems.

Every time a member of staff arrives at your

door they will quote the password to give

you peace of mind before entering your

property. For more information call

customer services on

0300 303 1010.


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New residents and members of the local community joined the opening celebrations

for dashwood Court in banbury.Working in partnership with

Cherwell district Council and oxfordshire County Council, paradigm has created 13 new rented homes inside an attractive edwardian school. independent living accommodation for nine people with learning disabilities is also provided in a brand-new building on the site.

revealed in october, the project took two years to finish at a cost of £3.4 million. the mix of one, two and three-bedroom homes retains many features from when the school first opened in 1902.

Guests at the party were met by staff wearing edwardian costume, and children from the new banbury dashwood academy brought along the old dashwood School bell, still used by their new school.

michaela davies, who is moving into a house with her mother and sister said: “i never thought i would live anywhere as nice as this. i have a new job in banbury and we’ve got a new start here.”

Scott Fuller and laura temple (pictured with Scott’s dad keith) will be moving in with their two daughters. Scott said: “Not only will this be the first time we can sit down as a family and have Christmas dinner together round the table,

but also dashwood was where my dad and granddad both went to school.” they were in for a surprise, too. as they viewed an exhibition about the history of the school, they spotted a photo of keith’s dad Stan, jumping into the newly opened swimming pool in 1965.

Scott said: “We were really surprised to see an old black and white picture of my granddad jumping into the pool – it made the day and our new home even more special.”

andrew main, paradigm’s executive director of business development said:

“paradigm has a long history of providing high-quality social housing in this area, including 135 homes and a community centre we helped fund at hanwell Fields near banbury.”

MARsToN MoRETAiNE phase one of our £6.8 million shared-ownership scheme has been completed, initially giving 32 first-time buyers the opportunity to buy their own home. the two and three-bedroom home development is in the village of marston moretaine, half way between bedford and milton keynes. prices start at £66,000 for a 40% share.

BEACoNsFiElD Seventeen one and two-bedroom apartments have been unveiled at butlers Court in beaconsfield, buckinghamshire. the homes have been designed to blend in with the historic town, and the area has good transport links. prices start at £75,000 for a 30% share.

See all paradigm’s shared ownership homes for sale on www.paradigmliving.co.uk

pRoviDiNg NEW hoMEs

“We were really surprised to see an old black and white picture of

my granddad jumping into the

pool – it made the day and our new home even

more special”

Welcome to Dashwood

WoRk

FoR Us

WoRk

FoR Us

CusTomER sERvICEs 0300 303 10108 WINTER 2012 Paradigm PeoPle

get involved

The role of the Customer Involvement team is to advise, support and train staff to engage, listen and consult with residents effectively and to help residents to get their voice heard.

You can read about the impact residents have already had in the Residents’ Achievement Report inside this magazine. We would like to say a big thank you for all the residents who have given their time to get involved and help Paradigm improve its services.

However, we want to do even better. So we have recently reviewed how we engage and involve residents, why we do it and what value it adds. We spoke to residents already working with us in various ways. The Homes Board has approved all these recommendations.

How customer involvement helps● you can help us shape services and get things right first

time ● you provide independent challenge and accountability● talking with you helps us understand your expectations

and needs, and to keep services relevant ● your comments provide a reality check in terms of the

customer experience● you can help us get communication and messaging

right ● you can help us to improve customer satisfaction

Key findings of the reviewThere was unanimous support for continuing to encourage customer involvement. However, we believe it will be more effective to form ‘Task and Finish’ groups to look after specific projects. This will ensure we are clear what outcomes we are striving for.

In future, involvement activities should fall under one of these headings:

hElp Us RUN pARADigM

shApiNg sERviCEs

CUsToMER sCRUTiNY

TEll Us WhAT sERviCEs YoU WANT iN YoUR AREA

CUsToMER FEEDBACk AND sATisFACTioN

We will continue to support and improve groups and activities that already work well. These include the Residents’ Forum, the Readership Panel, Mystery Shopping, Quality Inspectors, Residents Internal Auditors, Housing Surgeries, Accompanied Estate Inspections and Resident and Community Associations.

involve reSidenTSChanges to the way weCAN YoU BE ThE voiCE

oF oUR REsiDENTs?We are looking for six residents to join the Residents’ Forum who can represent all of our diverse customers.

The job of the Forum is to reflect residents’ views when accepting or recommending changes to policies and strategies that affect customers and directly influence the decisions made by our Board.

We are looking for residents who can demonstrate excellent communication skills, the ability to think strategically and act as an ambassador for the organisation.

Members are paid £500 per year, paid monthly plus travel expenses, and will be provided with a laptop and printer if needed. They will be expected to attend around eight meetings per year.

If you would like to find out more, please call Tina Olowookere on 01628 811861 or email her on [email protected] by 5 January 2013. We will ask you about your experience and why you are interested, and invite you to a no-obligation open day, at the end of January 2013.

Do YoU WANT To ChAllENgE ThE WAY iN WhiCh pARADigM RUNs iTs BUsiNEss?We are looking for two residents to join our internal audit team. You will need to complete around three audits a year, which could amount to up to 15 days in total, and attend planning meetings.

You will work with our independent management auditors, Mazars, to report on how well we perform in specific areas of our business and make recommendations for improvements.

We are looking for residents who can demonstrate their ability to ask questions confidently, who are naturally risk aware and persistent, as well as having an approachable manner. Full training will be provided. A car and basic IT skills would be useful.

Benefits: excellent opportunities for influencing improvement to our services, learning about our business and improving your CV. You will be paid £50 a day (eight hours) plus travel expenses.

If you you would like to hear more, please call Tina Olowookere on 01628 811861 or email her on [email protected] by 5 January 2013. We could also arrange for you to talk to residents already doing this job.

CusTomER sERvICEs 0300 303 1010

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Paradigm PeoPle WINTER 2012 9

involve reSidenTSChanges to the way we

Read all about

our new approach to resident training in the spring 2013

edition. Thank you to all

the residents who have

shared their thoughts

on paradigm providing training in the

future

Regional area panels The only panel still active is the Chiltern Residents Group, and members have agreed to become a Task and Finish group when needed.Anti-social Behaviour Advisory Group Members have agreed to become a Task and Finish Group.Residents’ Maintenance

Group This group will be discontinued. Instead, we will pick up issues raised by residents at local housing surgeries and a new Asset Management Residents’ Group will focus on planned improvements to homes. Customer Suggestion Scheme We will continue to respond to all suggestions, but no payment will be offered. Sheltered Housing Tenants’ Forum representatives agreed to meet once a year, and focus on service improvements in their own scheme.

Want to get involved? Why not give us a ring to find out more? We can pay your expenses such as travel costs, mileage, carer or childcare costs. For more information, call Tina Olowookere on 01628 811861, or email her on [email protected]

We are investigating new ways of consulting residents, for example:● creating an active email customer database for

consultation● electronic noticeboards for estates, linked to our website● ‘welcome to your community’ events for residents

settling into newly built estates● an Asset Management resident group (looking at how

we look after our properties and grounds)

Changes: Neighbourhood audits (where residents prioritise estate improvements) Discontinued mainly due to lack of interest from residents.

We now have 15 resident mystery shoppers, who phone staff with real questions, to assess the quality of our service against our standards.The results for the latest session in autumn show a really positive improvement for:b providing the correct adviceb explaining things with an empathetic toneb using the correct standard greeting when we

answer the telephoneWe still need to concentrate on making sure voicemail messages are up to date, and making sure we call you

back when a message has been left.We will continue mystery shopping staff during 2013 to test our customer care standards. Five of our mystery shoppers were also selected to be part of a joint project with South Oxfordshire Housing Association (SOHA). Our mystery shoppers will call SOHA and five of SOHA’s mystery shoppers will test how Paradigm is doing.

We can then compare results. We will let you know how it went in the Spring 2013 edition of Paradigm People.

MYsTERY shoppiNg UpDATE

Residents can help us to get things right first time, and to improve

Would you like to join the Residents’

Forum? See the advert on page 8

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maintenance

KeePing yoU

warm ThiS winTer our affordable Warmth programme helps residents to stay warm

and reduces fuel bills. here are just some of the measures we have taken:

Doors When we replace external doors, the new units we use contain insulation that is up to four times more efficient than traditional solid timber doors.

Boilers We install a-rated, high-efficiency condensing boilers with a full set of heating controls which could save significantly on fuel bills.

Windows We fit high-performance a-rated UpvC double-glazed windows. the glass has 78% heat reflection, three times more than normal glass, helping to keep heat within your home.

insulation We have a cavity wall insulation programme. if your home was built with cavity walls, inserting insulation can achieve a saving of up to 30% on fuel bills.

All comparisons are based on a three-bedroom house.

WRAppiNg Up YoUR hoMEUp to a quarter of a home’s heat can be lost through an uninsulated roof, so paradigm has an ongoing loft insulation programme. installing loft insulation where none exists can save up to £175 and 720kg carbon dioxide (Co2) emissions per year. topping up from 100mm to the recommended 270mm saves approximately £25 and 11kg Co2.

according to the Government’s energy assessment, which rates

homes on a scale of one to 100, the average home owned by paradigm has a rating of 70, putting us among the top-performing housing associations.

plus, around 20 residents from Glebe Close in Chalfont St peter are going to benefit from a whole-house warm re-fit. a grant worth £90,000 has been secured by paradigm from the department of energy and Climate Change to install insulation on the external walls and flat roofs and to upgrade windows and doors. this could help cut heating bills by as much as £100 per year.

Just two years after its formation, Paradigm’s Kitchen and Bathroom team celebrated the completion of their 1,000th installation: a new kitchen for Edna Waller of Amersham.

The 16-strong installation team were among 150 technicians who joined Paradigm when the organisation’s previous contractor, Connaught, went into administration in September 2010. Since then, they have fitted more than 5,100 cupboard doors and used around 153,000 tiles and 3,000 plugs and chains.

Celebrating the landmark 1,000th installation with the team, Edna Waller was also delighted to receive a brand-new toaster. She said: “The work done on the kitchen, and indeed all of the jobs that are done by Paradigm are always fantastic. Everyone has said how smart it looks now.”

ToaSTing 1000th inSTallaTion

Kara Tomes, Alan Parker and Pio Alongi

with Edna Waller in her new kitchen

Paradigm homes benefit from our

Affordable Warmth Programme

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maintenance

REpAiRs AppoiNTMENTs We have recently introduced a number

of changes to our repairs service. When you book a repair, the Customer

Services advisor will now confirm a contact number for that day, so our operative can call and give you an idea of the time they will be arriving.

When they arrive, the operative will give you a Rate Your Repair card, setting out the standards they will be working to during the visit. We would be grateful if you could complete this card and return it by Freepost. Your feedback will help us to continue making improvements to our service.

When you report an emergency repair, we are committed to calling you back within one hour of your initial call to inform you when you can expect the operative to arrive. again, the operative will call to let you know they are on their way.

all we ask is that either you, or your representative, are present at your home during your allotted time slot so we can complete the repair as efficiently as possible and with as little disruption as possible to you. if you cannot be there, please call us as soon as you know, to re-arrange another appointment.

If we arrive and you are not present, we will cancel the repair and you will need to rebook the appointment with our Customer Services team. This could significantly delay the completion of your repair.

Condensation is a common problem that can cause unpleasant mould if left unchecked, but there are ways you can reduce the problem:

● Wet clothes can add nine pints of water to the air. If you need to dry clothes inside, open a window, or make sure

your extractor fan works and that the grille is clean. ● Cover pans that are giving off steam, and don’t leave kettles

boiling longer than necessary. Open a window while cooking. Six pints of water can be added to the air.

● Close the door when having a shower or a bath so the moisture doesn’t flow into other colder rooms. Two pints of water can be added to the air.

CondenSing The CondenSaTion

Around 12 billion tonnes of disposable nappies are thrown out every year across the world. in an effort to lower this figure, paradigm has used external cladding on homes in great Missenden, which is made up of recycled nappies mixed with concrete. (The nappies are cleaned first!)

This cladding is used in conjunction with a unique gel-like insulation, which is

super-efficient and has been used by NAsA astronauts to stop them being affected by extremes of hot and cold. it was adopted by paradigm after being recommended by a board member.

GREATGREEN

IDEA

CoNCRETE, NAppiEs AND NAsA

Top TipYou should not use

a loft space for extra storage. It is unsafe to

walk around in loft spaces

and our contractors may

need access to carry out maintenance or improvement

work.


news

HOW WE PERFORMEd Aug – OCT 2012 Key performance indicator Target Aug Sep Oct Result

% of calls answered in 30 seconds 90% 85% 77.5% 88.7% b% of emergency (within 24 hours) repairs completed in target time 99% 98.1% 98.9% 98.8% b% of routine (15 working days) repairs completed in target time 90% 94.7% 94.3% 97% baverage time taken to complete routine repair (working days) 15 14 14 13 b % of repairs completed ‘first time’ 94% 91.8% 89.1% 90% b% customer satisfaction with repairs 85% 85.3% 80.2% 89.9% b% landlord’s gas safety certificates in date (all properties) 100% 99.98% 99.99% 99.99% baverage time taken to relet properties (days) 21 23 31 21 b% Stage 1 complaints dealt with in target time (10 days) 90% 90% 92% 91% b% anti-social behaviour cases resolved and closed 75% 82% 77% 91% b

a full list of performance indicators is available on our website. b indicates met or exceed target b indicates target almost met b indicates target not met

W elfare Reform will be introduced from April 2013, and may affect you if you claim benefits. These changes do not affect pensioners (defined as those aged over 61 years and six months).

The so-called ‘bedroom tax’ will be introduced from April 2013. If you have a spare room, your housing benefit will be reduced by 14p in every pound. Children under 16 of the same sex, or children under 10 of different sexes will be expected to share a room. If you would like to look at moving to a smaller home, please speak to your housing officer.

The benefits cap also applies from April 2013, and payments are likely to be limited to £500 per week for one household, or £350 a week for a single person without children.

A number of benefits will be replaced by Universal Credit from October 2013 for new claimants, then phased in for those claiming. Disability Living Allowance is being phased out between April 2013 and 2016, and will be replaced by a Personal Independence Payment.

If you are concerned about changes to your benefit, contact your local Job Centre Plus, or call the helpline set up by the Department of Work and Pensions 0845 605 7064. You will find the leaflet What You Need to Know About Changes to Housing Benefit enclosed with this magazine.

TlC FoR TREEstrees give shade during the summer and colour in the autumn, and they help the planet to breathe. to keep them healthy and stop them from being a nuisance to others, however, they need regular care.

if you are lucky enough to have a tree in your own garden, then you are responsible for that tree and its maintenance. as your landlord, we expect you to keep it from causing damage to you and your neighbour’s home and from being so overgrown that it causes a nuisance.

When we inspect properties, we look at any trees in your garden and will tell you if they need work. however, it is often cheaper to carry out regular maintenance than to wait for a problem (where you will have to pay for the work). if immediate work is needed, we may have to carry out this work and charge you for it. if you need advice on what is your responsibility, please contact your housing officer who will be pleased to help.

if you are unable to manage your garden, then you may want to consider getting a gardener, or think about moving into a flat which may be easier to maintain.

if you would like to have a chat about moving home, please contact one of our Customer Service advisors on 0300 303 1010 who can talk through your options. many of our flats have communal gardens which you can enjoy but do not have to maintain.

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Send us your letters, poems or photos and we’ll send you £10 in high-street vouchers


Send us your letters, poems and

photos. If your entry is published

in Paradigm People, we’ll send

you £10 in high street vouchers.

Write to Richard Hall, PR

Executive, Paradigm Housing group,

1 glory Park Avenue, Wooburn

green, Bucks HP10 0dF. Or email

[email protected]

Could you write for us?

if you put out food in your garden, you may be lucky enough to see some unusual

birds during the winter. the brambling

resembles a chaffinch, but with pinkish patches on its breast. it visits britain from Scandinavia.

the blackcap is a handsome plump grey bird with a black cap, while the female is slightly duller with a reddish brown cap.

two species of thrush visit from Scandinavia during the winter. the redwing is a small dainty bird with a dark brown back, creamy white underside and a streaked breast. its main distinguishing features are its whitish eyebrow stripe and reddish flank and underwing.

meanwhile the fieldfare is a large greyish thrush with a grey head and rump and brown back. the breast is golden brown with dark streaking.

the waxwing is

another visitor from Northern europe, and is smaller than a blackbird (18cm). its name comes from the red ‘wax’ drops on its wings. it may also be recognised by its

crest and yellow-tipped tail. they may be seen in large flocks visiting berry-bearing trees.

hungry birds will come looking for fallen fruits and berries in winter. they will appreciate chopped apple, currants, raisins, plus grated cheese and boiled potatoes.

happy watching and don’t forget to offer your birds some clean, ice-free water on cold days.

WiNTER BiRDs BY phil MEAD, ChEshAM

WRiTE To: Richard Hall, PR Executive, Paradigm Housing, 1 glory Park Avenue, Wooburn green, Bucks HP10 0dF or email: [email protected]

MAkiNg CoNTACT

T he Chiltern Children’s Contact Centre offers a neutral and safe environment where separated parents can spend time with their children. it was set up with the help of a £4,750 Community engagement Fund grant (see page 5). project Co-ordinator, margaret, wrote to us to share some of their experiences. She writes:

“it’s fair to say this past year has been a very steep learning curve for all of us. apart from basic and on-going training we have learnt a lot from every contact session. We have worked with 11 families, involving 17 children, and have experienced a wide range of problems and challenges. our premises are well suited to keeping warring parties apart, and we are very grateful to amersham Free Church for their support in this and many other

ways. We set up family areas in the hall with toys, crafts and games suitable for each individual child. Currently we have 20 volunteers and

aim to have at least five on duty for any session. all our volunteers bring a wealth of experience, and are invaluable in their separate ways.

While it is not our role to conduct any follow-up, it is gratifying that, for the few who have given us feedback, we’ve been given top marks. We can only hope that we are able to help the children during what is a very traumatic time for the whole family. that is our challenge – and it can be our satisfaction. “

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14 WINTER 2012 Paradigm PeoPle

We are saying goodbye to the Premier Service residents’ loyalty scheme after almost eight years.

It has been an effective reward scheme, but we feel we have found a better way to support the original objectives. These were to improve the relationship

between Paradigm and residents, and to encourage residents to pay off low-level arrears.

paradigm believes that it has a responsibility to provide financial support for projects that have a lasting, positive impact on people and their communities. So the budget set aside for premier Service will be incorporated into a new paradigm Foundation to help it meet its aims. We will have more information in the coming months.The changes:• the two grant schemes below will continue until the launch of the new Foundation • the end of tenancy bonus is being reviewed. Currently tenants who leave their property in an excellent condition and have no arrears are given a £150 payment• the pipS (premier incentive points) prize draw has come to an end• prize draws will continue in the magazine

if you have any questions or comments, please contact: morgan presland, direct line 01628 811858 [email protected] tina olowookere, details below.

gRANTsoppoRTUNiTY FUNDJamil Walcott from Cheshunt received £500 to attend a course to enable her to pursue further studies in childcare. Jamil said: “thanks so much. i am so happy. this will help towards the cost of my course. i was excited after reading the approval letter and appreciate your help and time.” louise Bishop from the Foyer has received a grant to help her complete a part-time level two beauty Specialist course at the oaklands College. For more, see Spotlight on the Foyer, onpage 4. louise said: “i received half of the funding for the course from paradigm, which was great.” If you would like to apply for a grant of up to £500 through the Opportunity Fund to help you get to training, to work, or to equip you for either of these, contact Tina for an application.

CoMMUNiTY ChEsTYou can apply for up to £500 to improve your local neighbourhood under the Community Chest grant scheme. to receive either grant, you need to have a clear rent account.

Call Tina Olowookere on

01628 811861 for more information or email [email protected]

premier ServiceCUTlERY sETgeoffrey lohn of burnhamMichael peppiatt of Cheshamlaura Rodgers of milton keynesMargaret ottaway of Chesham

WAll CloCk Carl pearson of Cheshamkaren lewis of milton keynes

ClUsTER phoTo FRAME Andrew Joiner of amershamJeanette stone of milton keynes

BATh MAT sET Janet Morton of prestwoodJanice Colbeck of aylesburyAdam sherlock of SloughWendy higgs of little Chalfont shirley gammage of iver

karen lewis said: “i couldn’t believe i’d won the wall clock. this is only the second time in my life that i have ever won anything.”

Jeanette stone said: “it was a lovely surprise to receive this photo frame, i have loads of photos of my grandchildren and this has filled the

space on our wall just right. thank you.”

kids’ Competition: No entries received within the deadline.

pAsT WiNNERs Daniel Akinbogun of Cheshunt won the family trip to the london dungeon. his mum, Christiana, said: “a big thank you for the tickets.”

louise Jones of Waltham Cross won

a microwave oven. She said: “thank you for the wonderful prize.”

Joanna Whichello of little missenden said: “i was surprised and delighted to be a winner. the shoe storage boxes are in use and very much appreciated.

AUTUMN pRiZE DRAW WiNNERs

i’M AWiNNER

Jeanette Stone

WE WoN A CloCkKaren Lewis

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WinWIN

THE HAIRY dIETERS

COOKBOOK: How to love food

and lose weigHt

Four people have the

chance to win

WIN A FANTASTIC

MINI EXERCISE

BIKEgET FIT WITH

A PEdOMETERThree

available to win

Prizes (tick the ones you want)

Mini Exercise Bike Hairy dieters Cookbook

Pedometer Homebase Vouchers

hoW To ENTERWinners must be keeping to their tenancy agreement (no arrears or sundry debt).

To enter, complete the coupon below and return it in a stamped envelope to Morgan presland, paradigm housing group, Wooburn green, Bucks hp10 0DF

ClosiNg DATE: 18 JANUARY 2013

Name:

Address:

Postcode:

Contact number:

What would you like to win? Send us your suggestions:

Dungeon funDinner made easy

WIN £50 IN

HOMEBASE VOuCHERS

spruce up

your home!

i’M AWiNNER

Jeanette Stone

WE ARE WiNNERsLouise Jones and Daniel Akinbogan

large print Braille CD or tape

1 If you have a bank account, the most convenient way to pay

is by direct debit. Call us on 0300 303 1010 for details

2 On our website at www.paradigmhousing.co.uk

3 Pay at any shop that displays the Payzone symbol

4 By phone, please call 0300 303 1010

5 You can pay at your local post office

6 Post a cheque to: Paradigm Housing, 1 glory Park Ave,

Wooburn green, Buckinghamshire HP10 0dF

six WAYs To pAY YoUR RENT

WhAT Do YoU ThiNk?• Please send us your

comments and ideas for subjects you think we should be writing about

• send us your letters, photos or poems. we will send a £10 high-street voucher for any contribution published

Call Richard Hall on 01628 811844, email:richard.hall@paradigm housing.co.ukor write to: Paradigm People, 1 glory Park avenue, wooburn green, Bucks HP10 0df

0300 303 1010BY phoNE

EMAIL

Paradigm Housing group, 1 glory Park Avenue, Wooburn green, Buckinghamshire HP10 0dFOffice hours Monday to Friday 9.00am to 5.30pm

1 White Hill, Chesham, Bucks HP5 1AB Office hours Monday to Friday 9.00am to 5.30pm

BYPOST

VISIT uS

If you would like any of the articles in this magazine reproduced in another language or format, please contact us on 0300 303 1010

Contact us:

WEBSITE www.paradigmhousing.co.uk

Find us on two Facebook pagesParadigm Housing or Milton Keynes-Luton Paradigm Housing Resident Group

Follow us on Twitter, we tweet as @paradigmhousing

If you have an emergency, call as above. You will automatically be put through to our emergency call handlers, Invicta. If, for any reason, you are not connected automatically, you can call Invicta direct on 01732 781903

If the matter is not an emergency, please call us during the hours above to speak to a Customer Services advisor

FOR TEMPORARY

HOuSINg 0300 303 8644Customer Services team available 9am to 5.30pmParadigm manages these properties owned by private landlords

[email protected]

When prompted by the recorded messagePRESS 1 for repairsPRESS 2 for housing and all other enquiries

Customer Services team available 8am to 7pm Monday to Friday

OuT OF HOuRS

SERVICE

Paradigm People Winter 2012

Documents

Transcript of Paradigm People Winter 2012