STREETS AHEAD - freebridge.org.uk · Schemes or in a flat with a shared communal area, you probably...

THE MAGAZINE FOR FREEBRIDGE COMMUNITY HOUSING TENANTS

STREETS AHEAD

DEVELOPING HOMES AND CREATING OPPORTUNITIESFOR PEOPLE WITHIN WEST NORFOLK

SUMMER 2019

TAKING ASTEP TOWARDSHOME OWNERSHIP SEE PAGE 14 FOR INFORMATION ON SHARED OWNERSHIP

PG 2 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SUMMER '19

WELCOME TO THE SUMMER ISSUE OF STREETS AHEAD!

In most issues of Streets Ahead we run a reminder to all Freebridge tenants about becoming a Shareholder. Shareholding is designed to increase tenants’ connection and influence with their housing provider and is a way to become involved in what we as an organisation do.Earlier this year we ran a special session with our Shareholders at our main office in King's Lynn to talk to them about how Freebridge engages with its customers, what matters to our Shareholders and the wider tenant group, and how we as an organisation

can improve the way we work with them.The feedback we got from the Shareholders on the day was very informative and we'll be using what was said to help shape our plans for engagement with our tenants in the future.If you're interested in becoming a Freebridge shareholder or just want to know more about what's involved contact the Governance Team on 01553 667754 or email [email protected]

A STAKE IN FREEBRIDGE

Volunteers transform Discovery Centre Garden (PG10)In this issue we have updates about Service Charges, Shared Ownership homes and some more information about Universal Credit - because we know it's an important subject that many of you ask us about.Also in this issue we have our regular update from the Freebridge Tenant Panel and details about some of the activities that our Placeshaping Team have been involved with in the last few months.Enjoy the summer and we'll see you again later in the the year!

FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • SUMMER ‘19 PG 3

If you live on one of Freebridge's Sheltered Schemes or in a flat with a shared communal area, you probably already know about Service Charges.Service Charges are charges made to tenants and leaseholders by housing providers for maintaining and improving the communal areas they own.The way in which we calculate your rent is set down by the Government, however this doesn't make any allowance for any of the additional services we carry out. So, to continue to ensure that these services are provided, like most other housing providers we have introduced certain service charges. Freebridge first collected service charges for sheltered residents in 2011, and the first service charges for those in flats with shared communal areas were introduced in 2016.We’re now in a position to continue the roll-out of service charges, to cover all the existing services we provide in

the communal areas of all the blocks of flats we own.We do understand that the introduction of new and additional costs will be a real concern for some. Our intention is always to provide high quality, value for money services where the charge reflects the cost of delivering the service.Before we introduce these new service charges, we will be consulting with those of you who will be affected over the next few months.In the consultation letter that we'll send (look out for it in August), we'll give you an idea of the amount that we'll be charging, details of how it may affect you if you currently receive Housing Benefit or Universal Credit, and the opportunity to provide feedback to us on the proposal.

□ Cleaning and rubbish removal □ Grounds

maintenance

2020

2021

2022


maintenance+□ Service and

maintenance of smoke detection

equipment□ Window cleaning


maintenance□ Service and

maintenance of smoke detection

equipment□ Window cleaning+□ Lift maintenance

Calendar of the service charges that we propose

to introduce in the next few years.

SERVICE CHARGES AT FREEBRIDGE

In the meantime if you have questions about Service Charges please do get in touch on 03332 404 444.


UNIVERSAL CREDITAs you'll hopefully now know Universal Credit is replacing the following benefits/tax credits for working age people: • JSA - Income-based

Jobseeker’s Allowance• ESA - Income-related

Employment and Support Allowance

• Income Support• Child Tax Credit• Working Tax Credit• Housing BenefitIt is a single monthly payment for people that are both in and out of work.

If you need help with making a new Universal Credit claim visit our Universal Credit page at: www.freebridge.org.uk/universal-credit/html for advice, or call us on 03332 404 444.

I currently receive Housing Benefit. When will I move to Universal Credit?

If you have a change of circumstance that means you need to make a new claim for any of the six benefits listed to the left, you will need to claim Universal Credit instead. There are exceptions to this if:• You are of pension age, or• You receive the Severe

Disability Premium If you’re already receiving one of the benefits/tax credits that Universal Credit is replacing, you won’t need to do anything

Q

A&

for now. Your existing benefit will continue until either:• You have a change of

circumstance, which triggers a new claim for Universal Credit, or

• The DWP tells you that you need to claim Universal Credit.

The transferring of existing claims (who do not have a change of circumstance), is expected to start from November 2020. It will take until the end of 2023 to move everyone over to Universal Credit. When you are notified you will need to act quickly and get online to complete your claim.


If you’re an EU, EEA* or Swiss citizen, you and your family may need to apply to the EU Settlement Scheme to continue living in the UK after 30 June 2021.If you haven't already done so the application to the scheme is now open and it is free to apply, just visit www.gov.uk/settled-status-eu-citizens-families. If your application is successful, you’ll the get either settled or pre-settled status.Guides on how to make an application are availabe in 26 European languages on the goverment's website at www.gov.uk/guidance/settled-status-for-eu-citizens-and-their-families-translationsIf you still experience difficulties in completing your application you can also contact Access on 01553 773905 or www.accessmigrantsupport.org.uk.*the EEA includes the EU countries and also Iceland, Liechtenstein and Norway.

ARE YOU AN EU CITIZEN?TIDYING UP YOUR

TENANCY AGREEMENT Why it is important we have the correct

names on your Tenancy Agreement

Do the names on your Tenancy Agreement reflect who is living in the property?

Is there someone named on your Tenancy Agreement who is no longer living at the property?

If someone is named on your Tenancy Agreement who no longer lives with you, then you need to make arrangements to remove them as soon as possible.

When you claim Universal Credit, if your Tenancy Agreement is held in the wrong names this may have a negative impact on your claim for Universal Credit and you may not receive

your full entitlement of the Housing Cost Element. So don't delay, contact us today to request

a Tenancy Amendment form.

I have just stopped working - What do I need to do?

ANY QUESTIONS?If you have questions about Universal Credit and about how or when it will affect you then please get in touch on 03332 404 444. We have two specialist Universal Credit Advisors who can assist you with any queries or concerns that you have, along with offering practical support to get you online so that you can make and manage your claim. Your Income Advisor will also be able to help with any queries that you have.

Q

A&

If you have been told that you need to claim Universal Credit then you must not delay submitting your claim. You will need to claim online at www.gov.uk/universal-credit and once you have submitted your claim you will need to attend an appointment at your local JobcentrePlus office.Do not delay submitting your claim! Backdated requests for Universal Credit claims are only considered in very exceptional circumstances.


Are you interested in learning new skills and playing a real role in improving the services that Freebridge provides? Then have you ever considered joining our Tenant Panel? The Freebridge Tenant Panel was set up some time ago to look at key areas of Freebridge’s work and meets on a monthly basis to look at different projects and consider ways of improving what we do.

JOIN US ON THE FREEBRIDGE

The panel is made up of tenants who come from a variety of backgrounds, and from the many different communities that Freebridge serves. So if this sounds like it might be of interest to you, please give Helen Richardson a call on 03332 404 444, email her at [email protected] or complete the form below and return it to us and we'll contact you directly.

TENANT PANEL!

Freebridge's Privacy Notice for Tenants has recently been updated. The key changes are:• Homechoice has been added

to the list of organisations from which we may gather your personal identifiable information.

• “Contact and respond to utility providers who are looking to reconcile gas/electricity accounts of previous and current tenants” has been added to the list of ways that we might lawfully use your personal information.

• “Tracking the location of our employees whilst visiting you – this is to ensure their personal safety and security” has been added to the list of ways that we might lawfully use your personal information.

• “Those who audit our accounts and/or compliance with our processes and regulatory standards or good practice will see your data as is necessary to the audit” has been added to the list of ways that we might lawfully use your personal information.

The Privacy Notice can be found on the Freebridge website at https://www.freebridge.org.uk/privacy.html. For further information, you can write to Freebridge’s Data Protection Officer at Juniper House, or email [email protected].

CHANGES TO THE TENANT PRIVACY NOTICE

Name:

Address:

Telephone:

Email:


Many people, once they've settled into a new home, like to make changes to their property. Usually this isn't a problem, however before you do make these changes you will need to receive permission from Freebridge as your landlord. The kind of thing that needs permission from us includes the installation of a new conservatory, installing or replacing fencing, putting in a new kitchen or bathroom, changing light fittings, opening up a fireplace, replacing doors or windows, putting up sheds and installing over-the-bath showers.

In order to receive permission from Freebridge to make one of these changes to your home, you will need to complete a landlord permission form. You can get one of these by calling us on 03332 404 444, or by emailing [email protected] - stating your name, address and the details of the change you would like to make to your home. Once your application has been received it will be assessed by us. In some cases we'll be able to make a decision there and then, and in other cases we may need to ask for more information and possibly schedule an appointment with

MAKING CHANGES TO YOUR HOME

you so that we can visit your home to more fully understand what you've requested. Then once we have all the information we need you'll receive our decision about your request in writing.

If you do have something planned and are not sure whether you need permission or not please do give us a call on 03332 404 444.

PG 8 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • DECEMBER ‘18

In March the Panel met with the Vice Chairman of Freebridge's Board, Simon Smith who attended to give his regular quarterly update to us on what Freebridge's Board had been working on in the last few months, which is always interesting.Freebridge's Business Assurance Manager followed Simon to update the Panel on a review of Freebridge's policies, and talked through how governance (the rules and regulations the orgnaisation has to comply with) works at Freebridge. We then had a short session about Mental Health at work run by the Panel's independent facilitator Richard Maun, and then the Communications Business Partner talked to

us about the second stage of Freebridge's complaints process - when they are overseen by a panel of Board and Tenant Panel members.

As we've said in previous issues of Streets Ahead, Tenant Panel members will now provide you with an update on what they've been working on over the last few months. This issue's overview comes from our newest member of the Panel, Mick Harpley.

Hello. By the time this issue of Streets Ahead reaches you we should be in the middle of a hot sunny summer - although we might also be in the middle of a cold wet one! You can never guarantee the British weather.Since the last issue of Streets Ahead we've had a couple of meetings and our annual (and my first!) away day where we do things a little differently.

The Tenant Panel busy at their away day

TENANT PANELTHE FREEBRIDGE

The Tenant Panel busy at their away day

FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • DECEMBER ‘18 PG 9

April's meeting was mainly centered around an update on Freebridge's Asset Management Strategy (how Freebridge look after and maintain all the homes they own) from the Director of Property, Alex Dixon.We also talked about the Panel's consitutional documents (how the Panel is set up and runs) and Freebridge's performance over the last few months.Finally in May we had the Panel's annual away day. Which saw us relocate to a different location with a different approach to the day than our normal meetings.It was good to have some time to find out a bit more about each of the people currently on the Panel, and we also had a long (but good!) session with Freebridge's Chief Executive on Freebridge's Business Plan and the work being done in support of it, as well as how enagagement with tenants could look in the future - watch this space! Thank you for reading my update, and don't forget if the life of a Tenant Panel member sounds like something you might like to get involved in then please do give Helen Richardson at Freebridge a call on 03332 404 444 or email her at [email protected] and she'll be able to tell you more about what we do and how you can join in.

CHAMPIONS OF WEST NORFOLK!No doubt many of you will have read or heard about the Love West Norfolk campaign in the local media over the last year or so. The campaign was launched in January 2018 to promote and celebrate all things West Norfolk, and Freebridge has been pleased to be an enthusiastic supporter of the efforts made so far.

As part of the Love West Norfolk campaign members of the public were asked to nominate individuals and groups who had made a real difference to the community in the area. And we at Freebridge were enormously happy and proud to find out that one of the groups being recognised as Champions of West Norfolk were Freebridge’s very own Tenant Panel.

Panel member Frances Fox received the award on behalf of the Panel from the then Mayor Cllr Nick Daubney, who met

with all the newly appointed Champions at an event held at King’s Lynn’s Town Hall.Frances Fox said: “It was so nice to receive the award on behalf of my fellow Panel members. We all enjoy the work we do on the Tenant Panel so it’s a bonus to be recognised by the people at Love West Norfolk for the contribution we make. It was also great to see so many people contributing to the area in so many positive ways!”The role of Champion is an honorary position lasting for one year and will allow them to get involved in the Love West Norfolk campaign as it continues through the year.For more information about the Love West Norfolk campaign and about how you can get involved with it visit their website over at www.lovewestnorfolk.co.uk

Mick


DISCOVERING THE JOYS OF GARDENINGVolunteers from the charity Family Action have been busy helping transform the Discovery Centre garden in North Lynn.The ESCAPE project, run by Family Action, gives adult service users from diverse backgrounds, including those who struggle with mental and physical health, the opportunity to work outside in places like the gardens at the Discovery Centre.The volunteers involved have been slowly turning the space at the Discovery Centre into a community garden with raised beds, compost bins and an eco-shed with a living roof. They'll also soon be adding in polytunnels and a system for collecting and recycling rainwater.Working on projects like this offers the volunteers an

opportunity to be part of a community who come together to socialise, learn new skills, be more physically active and gain a sense of belonging all of which go some way to improving people's wellbeing. Rhonda, ESCAPE Discovery Garden Project Worker and Administrator at Family Action, said "We're really pleased to have the opportunity to be working with Freebridge at the Discovery Centre. "You can already see the results of the work that the volunteers have done so far coming together and we've got lots more planned still to come! "We're planning on building an outdoor kitchen with its own oven with some of the funding we have received. And over the summer will be holding a number of open days where we will offer food,

music and actvities for the local community. "And from September we'll also be running an accredited horticulture course for those that are interested."With the Discovery Centre back on the map, we hope that we can offer the garden as an extension to the building, providing a community space for anybody who wishes to use it."

The group are currently at the Discovery Centre on Tuesday and Thursday's between 10am - 3pm and would welcome any volunteers interested in getting involved. If you would like to find out more information or join them, please contact Rhonda Peak on 07977 223 009.

Volunteers from the charity Family Action


01553 667777

[email protected]

www.facebook/providencestreetcommunitycentre @ProvidenceSt1

Freebridge's Placeshaping team hosts a number of events for children throughout the year. If you'd like to find out more about what the Placeshaping Team are up to then follow or contact them as below:

www.facebook/discoverycommunity centre

The Placeshaping Team were busy again this Easter making sure there was plenty to keep local youngsters occupied in the holidays!Easter events were held at both the Providence Street Community Centre and the Discovery Centre, and to top it off KL.FM made a enormously generous donation of chocolate eggs to the events that had been received through their Easter Egg Appeal. Freebridge Community Housing Placeshaping Manager, Ross Edwards, said: "It was good to see such a great turn out at

both the events we held this year, thanks to everyone who came and got involved and to KL.FM for the donation of Easter eggs."We're now planning for our annual Hillington Square Summer Fete that will be held in August this year, which we hope will be bigger and better than ever!"If you want to keep updated on the many events for children that are hosted by our Placeshaping Team at both community centres then be sure to follow them on social media.

EGG-CITEMENT AT EASTER!


Freebridge Community Housing are delighted to announce that following the retirement of Robert Clarke, Sophie Bates - Freebridge's Head of Housing, has now taken over as our new Director of Housing.Like Robert before her Sophie has worked at Freebridge since the organisation came into being following the transfer of the housing stock over from the Borough Council, so has a wealth of knowledge about the company and the area.Sophie said: “I am delighted to take up the role of Director of Housing at Freebridge. I've worked with the Housing team for many years so I'm pleased that I'm getting to continue to work with them while also working with the Management

Team to help Freebridge improve the services we provide to our tenants."Freebridge Chief Executive, Tony Hall, said: “Firstly I would like to express my sincere thanks to Robert Clarke for the time and commitment he gave to Freebridge over the thirteen years he worked here, he will be much missed, and we wish him the very best for the future."Although we are disappointed to say goodbye to Robert we are delighted to welcome Sophie to Freebridge's Management Team and know with her knowledge and expertise she will be a great addition to both the team and organisation as our new Director of Housing."

Freebridge's Management Team (l-r): Birgit Lenton (Director of Corporate Services and Culture), Dave Marshall (Director of Finance and Resources), Alex Dixon (Director of Property), Tony Hall (Chief Executive) and Sophie Bates (Director of Housing)

NEW DIRECTORANNOUNCED

FREEBRIDGEMAINTAINSHIGHESTRATINGSFreebridge has once again achieved the highest ratings possible in a judgement published by the Regulator of Social Housing.Following an in-depth assessment by the Regulator Freebridge was marked as being G1 for governance, and V1 for financial viability.The ratings match those given in the last Regulatory Judgement from the Homes & Communities Agency back in 2013 and reflect Freebridge’s continuing efforts in maintaining our standards in these areas.Andy Walder, Freebridge’s Chairman, said “I am absolutely delighted that we have continued to maintain the highest rating possible in the Regulator’s latest assessment, and am very proud to be involved with such a good quality organisation here in West Norfolk.“At the same time, we understand there are still areas of our work that we want to improve in, particularly the engagement we have with our tenants and the work we do with them about the services they receive from us."


Interested in taking that first step onto the property ladder? With a Shared Ownership property you could have the opportunity to buy a new home, or part of it, at a pace that suits you.Shared Ownership is a great way to slowly build your equity in a home. You can purchase further stakes in your property at a time that suits you, without the need to stretch your own finances. This is called staircasing.You don’t even have to worry about being locked into your Shared Ownership either, you can sell your share of the property at any time, just as you would on the normal market.You can finance the purchase in much the same way that

TAKING A STEP INTO HOME OWNERSHIPyou'd finance the full purchase of a property, by applying for a mortgage from a bank or building society.By only buying a percentage share of your property you are able to own your own home

with a much lower deposit and mortgage than you would were you to purchase a property at full market value. Meaning you can cross that threshold into your own home sooner than you ever thought possible.

Shared Ownership property available at Winter Nelis Way, King's Lynn

New properties in Hunstanton: Properties now SSTC


We currently have a number of Shared Ownership properties that are available for you to purchase, including a brand new three bedroom house in Tilney St Lawrence and a two bedroom house house in King's Lynn. We also have a number of properties soon to be available in the next few months, so if you have an interest in Shared Ownership and would like to discuss this us further then our Lettings Team would be happy to hear from you, call them on 03332 404444.

WINTER NELIS WAY, KING'S LYNN2 BEDROOM SEMI-DETACHED HOUSE

ORCHARD CLOSE, TILNEY ST LAWRENCE3 BEDROOM SEMI-DETACHED HOUSE

• Offered at 25% Shared equity

• Full market value: £177,000

• 2 bedrooms• Gas central heating• Allocated parking• Living room with large

french doors leading to the rear garden

• Downstairs toilet• Upstairs family bathroomPictured: Living room & kitchen (front of property can be seen on the opposite page).

• Offered at 25% Shared equity• Full market value: £210,000• 3 bedrooms• Electric air source heating• Allocated parking for 2 cars• Kitchen with space for cooker,

washing machine and fridge freezer

• Downstairs toilet• Upstairs family bathroomPictured: Front of the property, kitchen and the bathroom.

New properties in Hunstanton: Properties now SSTC


KEEPING YOU SAFE IN OUR COMMUNAL AREASIn the next few months tenants who have access to a shared communal area will be receiving some new guidance about how these spaces need to be managed.This new guidance is intended to help those living near these shared spaces to live comfortably and safely, something we're sure our tenants want to see too.The guidance will include details about the need to keep all communal areas and

stairwells clear of any personal items, and will also include information about:• how to dispose of

domestic rubbish• how to dispose of large

household items• the rules about pets within

shared areas• smoking• mobility scooters, and • the things that are, and are

not, permitted on a balcony.

If in the meantime you have any queries about communal areas please give us a call on 03332 404 444.


Each year Freebridge runs a number of Out & About events across West Norfolk where our employees come out to visit you, our tenants, in your own homes. These visits allow us to say hello, make sure we have your details correctly noted on our records and to check everything's ok with your home. If you see us on our travels please do stop and say hello!

If you’re not in when we visit your home on our Out & About events, we’ll post a card through your door so you can let us know if there’s anything you want to us to contact you about.


HOW WE PERFORMEDWe hope that the services you receive from us are of the quality you would expect. We realise there will be times when you may want to complain, tell us how we can improve our services, or perhaps compliment us on something we have done well.Your complaints, comments and compliments are important to us as they help us improve our services.During January, February and March we took action in a number of areas as a result of complaints we received. This included ensuring that:• we spoke to our out of

hours service provider about the way in which jobs are prioritised and logged,

• we offer temporary heating when people's main living areas are affected,

• we contact complainants on a regular basis to ensure that they are kept up to date with what's happening, when they have made a complaint.

Further details on complaints and compliments that we receive can be found on our website at: www.freebridge.org.uk/complaint.html

SATISFACTION SURVEYEvery month our First Contact Centre calls 100 of our tenants to ask them how they think we are performing.

86%of our customers are satisfied with our repairs service

£ of our customers are satisfied with rent and service charges

of our customers are satisfied with their home

of our customers are satisfied with their neighbourhood

of our customers are satisfied with how they are kept informed

COMPLAINTS & COMPLIMENTS

2018/19 Target

Year to date

Overall satisfaction 88% 85%

Satisfaction with repairs service 80% 75%

Satisfaction with rent and service charges 85% 81%Satisfaction with home 80% 75%

Satisfaction with neighbourhood 85% 81%

Satisfaction with being kept informed 88% 81%

of our customers are satisfied with the overall service we provide

75%82%71%81%81%


Streets Ahead is sent to you because you are a tenant of Freebridge Community Housing.We send the magazine to all our tenants every few months so we can tell you about the services we provide and the work we're doing as a registered provider of social housing.If you no longer want to receive your copy of Streets

OPTING OUT OF STREETS AHEAD

Ahead please let us know, and we will arrange for you to be removed from our mailing list.In order to opt out of Streets Ahead, you can either call us on our main telephone number 03332 404 444, email your name and address to [email protected] or complete the form below and send it to us at Freebridge Community Housing, Juniper House, Austin Street, King's Lynn, PE30 1DZ.

STREETS AHEAD OPT OUTPlease sign below to confirm that you no longer wish to recieve information about the services that Freebridge provides, and the work we do as a registered provider of social housing.

please sign in this box

Name:

Address:

38

24

70

170

Staff attitude

State of property

Customer service

Policies

76

250

Staff attitude

State of property

Customer service

Policies

Reasons for compliments:

Reasons for complaints:

Total number of compliments received in this quarter

Total number of complaints received in this quarter

DURING JANUARY, FEBRUARY AND MARCH 2019

DEVELOPING HOMES AND CREATING OPPORTUNITIESFOR PEOPLE WITHIN WEST NORFOLK

The views expressed in this publication are those of contributors, and not necessarily those of Freebridge Community Housing. This entire publication is under copyright, and is not to be duplicated or reproduced in any way without permission. Designed by: Danielle Warman | Printed by: Barnwell Print | Circulation approximately: 7,000

IF YOU NEED ANY HELP TO UNDERSTAND THIS NEWSLETTER PLEASE GET IN TOUCH.

WRITE TO: Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZTELEPHONE: 03332 404 444

We've recently been made aware that some mobile phone providers now charge for calling numbers beginning with 0333, if your provider is one of these you can also contact us on 0800 1691694 - which is free from all numbers.

Out of office hours our main number diverts to our 24 hour emergency service.EMAIL: [email protected] US AT: Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZWe're open between 8:45am - 5.15pm (Monday-Thursday), 8:45am - 4.45pm (Friday). And closed on Saturdays, Sundays and Bank Holidays.HO

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WEBSITE: www.freebridge.org.ukFACEBOOK: www.facebook.com/freebridgeTWITTER: @freebridge

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