streets ahead - june 2011
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THE MAGAZINE FOR FREEBRIDGE COMMUNITY HOUSING TENANTS
(SEE PAGE 4)
STREETS AHEAD
DEVELOPING HOMES AND CREATING OPPORTUNITIES
FOR PEOPLE WITHIN WEST NORFOLK
JUNE 2011
WINNERS AND PRESENTERS AT THE FREEBRIDGE TENANT AWARDS 2011
NEW
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FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 3
Work has begun on the construction of twelve new homes at Fairstead, King’s Lynn.
The new homes, which are being built on the former Fairstead pub site, will provide much needed housing for the local community. As part of the development, ten homes will be built for affordable rent and two homes will be made available for low-cost home ownership. The homes will include one and two bedroom fl ats and two, three and four bedroom houses.
The new homes are due to be completed in early 2012 and are being developed by Freebridge as a member of e², a group of local housing associations who are working together. Hill Partnerships are carrying out the building work and the Borough Council of King’s Lynn and West Norfolk support the development. The Homes & Communities Agency (HCA), the national housing and regeneration agency, has invested £486,000 into the scheme, along with Freebridge which has invested around £850,000.
Visitors to Monk’s Close in Bircham Newton are being given a warm welcome to the area after a new sign was unveiled at the end of February.
The new sign was designed by Sky Knight, 11, after the youngster won a competition to come up with a design for the sign. The competition was held at the Monk’s Close consultation day in summer 2010.
The sign is just the latest in a series of improvements in the area which are being carried out as part of Freebridge’s work with residents, local business and other organisations to improve the facilities in Monk’s Close. Other improvements have included a minibus service, a mother and toddler group and a newsletter for the community.
NEW HOMES SET FOR FAIRSTEADWELCOME TO YOUR NEW-LOOK STREETS AHEAD
NEW MONK’S CLOSE SIGN UNVEILED
Tony Hall, Freebridge’s Chief Executive said: “Through this development we will be able to provide homes for residents who want to fi nd a new place to rent or buy in Fairstead.”
The Fairstead pub site was bought in 2007 by the Borough Council as part of the Improving Neighbourhood Programme to remove an eyesore from the local community.
2 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
A warm welcome to your new-look Streets Ahead! As you can see, the newsletter has been revamped and given a fresh new look. We have also introduced some new articles which we hope will be of interest. We have given Streets Ahead a new look following feedback you gave us in the survey we ran last year,
and at a special focus group which some of you attended in January. We hope you enjoy reading this issue of Streets Ahead. If you would like to get in touch with us, please contact the Communications & Engagement team on 03332 404 444 or email talk@freebridge.org.uk
NEW
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Welcome to your new-look Streets Ahead .......................2
New homes set for Fairstead ...............................3
New Monk’s Close Sign Unveiled ................................3
Tenants’ shine at Awards night .................4-5
Revamped lounge a ‘Haven’ for residents ............6
Hillington Square: plans move forward ..............7
Park Road Flats given pastel makeover ...................7
Freebridge Joiner Named Apprentice of the Year ..........8
Application for Shareholding and Regulations .............. 9-10
Tenant Satisfaction on the Rise ..........................11
Wanted: board members ....11
Ian comes on Board ...........11
Norfolk tenants at conference .................... 12-13
Your Letters ........................14
Tenant Panel update ..........15
Win shopping vouchers ......15
Freebridge at fi ve ......... 16-17
Communal Co-operation ...18
Photography Competition ..19
You Ask the Questions .. 20-21
Freebridge Community Housing’s Performance Jan – Mar 11 .......................22
Data ProtectionFair Processing Notice .......23
Decent Homes Update .......23
Fancy getting paid to shop?........... 23
CONTENTS PAGE
Work gets underway on new homes at Fairstead. At the front of the picture
are Andy Gledhill of Hill Partnerships and Jeremy Mason, Development
Manager with Freebridge.
The Freebridge Communications & Customer Engagement team.
The Fairstead pub which formerly
occupied the site.
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NEW
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TENANTS’ SHINE AT AWARDS NIGHT
4 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
NEW
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FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 5
Freebridge tenants from
across West Norfolk
were recognised for the
difference they are making
within their communities
at this year’s Tenant
Awards Ceremony.
The event, which took place at King’s Lynn Town Hall on 1st April, was attended by around 100 tenants who came along to see friends, family and neighbours awarded for the contribution they are making to other people’s lives.
The awards were presented by the former Mayor of King’s Lynn & West Norfolk, Councillor Mrs Zipha Christopher, the Chair and Chief Executive of Freebridge Ray Johnson and Tony Hall, and the Chair of Tenants of West Norfolk Albert Havard. EDP King’s Lynn Chief Reporter Chris Bishop and KLFM Presenter and Newsreader Alix Young also gave out awards on the night.
The winners were chosen by a panel of judges from a long list of nominees across categories such as Good Neighbour and Inspiration to Others. This year for the fi rst time, a Winner of Winners award was also given, recognising the huge impact one nominee had made. And there was also a special staff achievement award for two members of the Property Services team who always give excellent customer service. The full list of winners were:
Tony Hall, Chief Executive for Freebridge said: “This is the fi fth year that we have run the Freebridge tenant awards and as in previous years, I am staggered by the sheer generosity of spirit and commitment that our tenants show.”
Former Borough Mayor, Cllr Zipha Christopher, said: “I think it is wonderful that the tenants have been nominated for these Awards, which show that they give so much to their communities.
Oliver Templeman & Daniel Clarke: ‘ We have had numerous messages of thanks for this duo. They are ‘very good workers, very clean & tidy’ and polite and had done an absolutely excellent job.’
Wendy Askew: ‘Wendy supports many organisations in her local community.....a truly remarkable woman.’
Ashley Emerson: ‘Ashley is honest, with a hard working mature attitude and a fantastic sense of responsibility which defi es his tender years.’
Ian Wakefi eld: ‘His family say he is the ‘best of the best’.’
Sarah Thorne: ‘She is an amazing little trooper!’
• Good Neighbour – Graham Matless
• Community Champion – Wendy Askew
• Inspiration to Others – Ian Wakefi eld
• Young Inspiration to Others - Sarah Thorne
• Young Champion - Ashley Emerson
• The Winner of Winners – Ashley Emerson
• Special Staff Achievement Award - Oliver Templeman and Daniel Clarke
Ashley Emerson receiving his Winner of Winners award from then Mayor of King’s Lynn & West Norfolk Councillor Zipha Christopher
Guests arriving at the Town Hall for the awards ceremony
Sarah Thorne receiving her award from EDP Chief Reporter Chris Bishop
Tony Hall presents awards to Oliver Templeman and Daniel Clarke
Find out more: talk@freebridge.org.uk or 03332 404 444
NEW
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6 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
Residents of Freebridge
Haven can now socialise
and relax in an improved
communal area after
Henry Bellingham,
MP for North West
Norfolk, reopened the
development’s revamped
lounge in March.
As part of the £350,000 revamp, environmental improvements have been made so that the building is more energy effi cient. Special bat bricks were even included into the building for the protected bats who roost there!
Henry Bellingham said: “I am delighted to reopen the communal area which will be a place where the scheme’s residents can meet and socialise in pleasant surroundings.”
Freebridge Haven consists of 35 bungalows, in a quiet residential cul-de-sac in West Winch, which were built in 1964 and renovated in 2009. The scheme aims to provide housing for independent living, primarily for older people over 60 years of age or over 55 with a need for a housing support.
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FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 7
The plans for Hillington
Square have moved forward
with the appointment of
the architects who will be
drawing up the designs for
the area.
Mae LLP has been chosen as the architect to carry out the redesign of the estate from a shortlist of eight architects. Mae was chosen by a panel of people which included Hillington Square residents, Freebridge Community Housing representatives and Wayne Hemingway who is leading the overall redesign of the area.
exciting scheme and with the help of our residents we aim to transform the area into a place people are proud to live.”
What happens next? The next stage of the redesign of the Square will be consultation with residents around the plans for the area which will take place this summer. We will contact residents of Hillington Square beforehand to let them know when this is taking place.
The Hillington Square project has attracted huge attention, with 77 architecture companies showing an interest in redesigning the area when the search for an architect was fi rst announced.
Alex Ely, Partner at Mae said: “We are pleased to have the opportunity to work with the community and Freebridge Community Housing to help make a difference to the area. Through hard work and good design we can change Hillington Square for the better.”
Ray Johnson, Chair of Freebridge said: “Hillington Square is a very
REVAMPED LOUNGE A ‘HAVEN’ FOR RESIDENTS
HILLINGTON SQUARE: PLANS MOVE FORWARD
PARK ROAD FLATS GIVEN PASTEL MAKEOVERPark Road Flats in Hunstanton have been given a fresh makeover, ready for the summer. The 32 fl ats were previously a faded white colour but, after working with the Borough Council, all of the properties have been externally decorated in pastel colours.
Park Road Flats before......Park Road Flats after
Henry Bellingham, MP for North West Norfolk, reopens the communal lounge at
Freebridge Haven
The MP chats to local residents
Wayne and Gerardine Hemingway and Alex Ely, with Freebridge board
members and staff at Hillington Square
i i h d i h h
(from left to right) Alex Ely of Mae
architects, Wayne and Gerardine
Hemingway and Tony Hall,
Freebridge’s Chief Executive
Find out more: talk@freebridge.org.uk or 03332 404 444
8 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
Daniel, who has previously worked installing the interiors of coaches and lorries, has always wanted to work as a joiner. He said: “I have thoroughly enjoyed taking part in the training, and Colin and his team have been really supportive throughout the course. I am really delighted to be able to put my carpentry skills into practice with Freebridge.”
Daniel, who joined Freebridge in January 2010, studied for a Level 2 and Level 3 in woodwork with NTS, having gained the Level 1 qualifi cation when he was younger. During his training, he spent one day a week with NTS working towards the qualifi cations.
(left to right) Daniel Woodhouse with trainer Colin Fowler of NTS and Assistant
Director of Property Services Colin Davison.
FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 9
I apply to become a shareholder of Freebridge Community Housing Limited, of which I am a tenant.
I agree to be bound by the Rules of Freebridge Community Housing Limited and to act at all times in the interests of the association and for the benefi t of the community.
I have read the Tenant Shareholding Regulations set out overleaf.
✁
Application for Shareholding of
Freebridge Community Housing Limited
REGISTERED NUMBER 29744R
. IMPORTANT – Please read Tenant Shareholding Regulations overleaf before signing application.
Please return this completed form and post in a stamped envelope to:Governance Team, Freebridge Community Housing, Juniper House,
Austin Street, Kings Lynn, Norfolk PE30 1DZ.
For any enquiries, please telephone the Governance Team (01553) 667754or email enquiries@freebridge.org.uk
NEW
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FREEBRIDGE JOINER NAMED APPRENTICE OF THE YEARFreebridge Joiner Daniel
Woodhouse has been
named Apprentice of the
Year by Norfolk Training
Services (NTS).
Daniel, 25 received the award because of the high standard of his work, his enthusiastic attitude and professional behaviour.
SIGNED:
DATE:
CONTACT DETAILS
NAME (IN FULL):
ADDRESS:
TELEPHONE NUMBER:
EMAIL ADDRESS:
Please state any forenames or surnames that you have previously been known
by (there is no need to include a maiden name).
Please state and give details if you are an employee or Board member of
another housing provider. Please let us know if this situation changes.
FAIR PROCESSING NOTICE
Freebridge Community Housing is collecting these details to enable us to process your application to become a shareholder. Unsuccessful applications will be kept for one year. Successful applications will be kept until one year after termination of shareholding and the details will be used to contact you in the course of duties as a shareholder. Some details of successful applicants will also be entered permanently into the statutory Register of Members and Duplicate Registers of Members. Should you require further information, please contact the Company Secretary (01553 667754) or the Data Protection Offi cer via the Freebridge ICT Servicedesk (01553 667800).
• All shareholders agree to be bound by the Rules of Freebridge and agree to act at all times in the interests of the association and for the benefi t of the community. You will be sent a copy of the Rules of Freebridge on acceptance as a shareholder.
• All applications for shareholding have to be approved by Freebridge’s Board of Directors. This means that there could be a delay of a few weeks between your application and you hearing back from us.
• Each share has the nominal value of £1, but you will not have to pay this. It will be paid from a special budget set aside by Freebridge.
• Shares have no right to interest, dividend or bonus.
• No tenant can hold more than one share.
• Shares will be offered to every person over the age of 16 who agrees to be bound by the Rules and is registered as a tenant of the association. (If you are on a starter tenancy, you will become eligible once your tenancy becomes fully assured).
• Shareholders can only belong to one class of shareholding (tenant, independent, Council).
• All shareholders will be entered in a Register held by Freebridge.
• A tenant shareholder will cease to be a shareholder if they:
- cease to be a tenant
- are in serious breach of their tenancy agreement
- become an employee of Freebridge
- hold or take up a post in a managerial role or in the Housing team at the Borough Council of King’s
Lynn and West Norfolk
- become, or have been within the past four years, a King’s Lynn and West Norfolk
Borough Councillor
- fail to attend or submit apologies for two general meetings and the Board resolves that they be
removed as a shareholder
- are expelled for “conduct detrimental to the association”.
✁
10 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 11
IAN COMES ON BOARDIan Pinches has joined the
Freebridge board as an
independent board member.
Ian is a semi-retired qualifi ed
accountant who has around
ten years experience
of working in housing
associations. He has
previously worked as a
Deputy Chief Executive and
Finance Director.
Earlier this year we sent some
of you a tenant satisfaction
survey. We chose at random
who got sent the surveys
with just over two and a half
thousand of you receiving one.
We run these surveys because
it’s useful to know how you think
we’re doing and by completing
the same survey each year we
can also fi nd out whether you
think we’re getting better or
worse and most importantly
which areas we still need to
improve in.
We’ve only just started looking at
the results for this year however
the good early news is that you
seem to be happier with the
services we provide with 88.2%
of you being either fairly or very
compared with 84.3% of you last
year. Obviously we’d like that
fi gure to be even higher however
we are pleased that it’s heading
in the right direction.
So a big thank you to all who returned their surveys, we’ll continue to look at the results and will use what you’ve said to help us shape the services we provide in the coming years.
TENANT SATISFACTION ON THE RISE
NEW
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Tenant Shareholding Regulations
WANTED: BOARD MEMBERSWe are still looking for
tenants who want to join our
board. As part of the board,
you will be able to have a
say on key issues about
the running of Freebridge,
such as how we are run,
how we communicate and
our policies and plans.
In return for attending
regular meetings, the board
members will be able to
learn new skills and develop
knowledge through the role.
The board member role is
voluntary but reasonable
expenses will be met.
For further information
contact angus.macqueen@freebridge.org.uk
or telephone
01553 667754.
Find out more: talk@freebridge.org.uk or 03332 404 444
12 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
Freebridge tenants met
with tenants from across
Norfolk at the fi rst
county-wide tenant
conference in March.
The conference, which took place at Norwich City Football Club, was attended by around 100 tenants from areas such as North Norfolk, Norwich and South Norfolk.
NORFOLK TENANTS COME TOGETHER AT FIRST COUNTY-WIDE CONFERENCE
Andy McKeogh of Hillington Square attended the conference. He said: “It was a fantastic opportunity for tenants to meet other tenants from across Norfolk.”
During the event, tenants were able to take part in group discussions around issues which matter to them, such as what it’s like to live in a rural community. The conference also gave tenants the opportunity to discuss setting up a Norfolk-wide tenant group which attendees were in favour of. The resident group is now being set up and Freebridge tenants are involved in the group.
FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 13
Du
OVE
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OU
OVER
TO YO
U☞ ☞
Freebridge tenants and staff go pitch-side during the Conference
Tenants from across Norfolk got the chance to chat and share ideas and experiences at the Tenant Conference
Find out more: talk@freebridge.org.uk or 03332 404 444
OVE
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14 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
OVER
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FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 15
As you might have read in
the TOWN update in the last
issue of Streets Ahead, we are
working with representatives
of TOWN to set up a Tenant
Panel. The Panel will be a
group of tenants, from different
backgrounds and different
communities in West Norfolk,
who get together to look at key
areas of Freebridge’s work. The
areas that the Panel looks at
will be decided by the members
of the Panel themselves. The
Panel will be linked to the
Freebridge Board by giving, and
getting, feedback.
Earlier this year, we sent out a
survey to a random selection of
tenants to get your views on the
how the Panel will be set up and
what the Panel will do. Thank
you for all your replies. In the
last Streets Ahead, and through
the survey, we asked for people
who would like to join the Panel.
Thank you to everyone who put
their names forward.
If you’ve got a question to ask or a comment to make, then drop us a line at: Your Letters, Streets Ahead, Freebridge Community Housing, Juniper House, King’s Lynn, Norfolk PE30 1DZ or email us at talk@freebridge.org.uk
TENANT PANEL UPDATE
YOUR LETTERS
You don’t need to have any specifi c experience; what we are looking for are people who have a genuine interest in improving the services we provide to our tenants.
For more information, and to put your name forward for the Panel, please call the Communications & Customer Engagement team on 03332 404 444 or email talk@freebridge.org.uk We will be giving you regular updates on how the Panel is progressing in future issues of Streets Ahead.
WIN SHOPPING VOUCHERSBy what percentage has our tenant satisfaction increased over the last year?
Send the answer together with your name and address to talk@freebridge.org.uk or post to Streets Ahead, Freebridge Community Housing, Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ by Friday 26th August 2011.
*Please read the fair processing statement on page 23.
We have appointed Sam Goodwin to help us to set up the Panel. Sam has worked with TOWN and Freebridge before and has lots of experience of setting up panels like this. Sam will now be contacting everyone who put their names forward for the Panel. She will also be helping us to fi nalise the plans for what the Panel will do and how it will work.
We are still looking for people who want to join the Tenant Panel. This is a great opportunity for tenants to have a say on the services we provide.
or log on to your facebook account and search for Freebridge.
Got something on your
mind? Send us your
letter by: Post, Email or
To the Communications & Customer Engagement Team,
Just to say a big ‘thank you very much’ for the mobile phone I won having entered the competition featured in the last edition of Streets Ahead.
It’s a great phone and I am enjoying using it.
Thank you once again,
Mrs B
Dear Kate (Oldfi eld, Complaints offi cer)
Just a quick note to thank you for your work concerning my recent complaint. Although I am not entirely happy with the complaints panel’s decision, I do think that you did a great job. You were helpful and polite at all times.
I know that it cannot be easy because you are on the front line, dealing with complaints but it must be nice to know that your actions have been appreciated.
Regards
Mr R
Good morning Colin (Davison, Assistant Director of Property Services),
Just a quick email to confi rm that the new worktops and hob have now been installed and the tiling is underway.
The work has been completed to a very good standard by Graham and Colin, and although I have thanked them personally I would hope that yourself and Mark will say a good word to them as well.
Kind regards
Mr H
Dear Sirs
Just a note to thank you for passing on my recent letter to Property Services concerning my past problems with maintenance.
I received a letter from Mark Donaldson (Contracts Manager) yesterday who has apologised for confusion over past events at the same time that a bricklayer arrived to conduct the work.
The job is complete now and I would like to point out how friendly Gary Tuck, the bricklayer was. He was very keen to see that the job was completed to my satisfaction and cleaned up after himself.
Thanks again
Mr Y
Dear Freebridge
I would just like to thank you for the excellent job that your tradesmen (Ciaran Lynch & Owen Gaylard) did on installing my level access shower.
I would give them 10/10 – the best I’ve had in my home.
Thanks again,
Regards
Mrs B
FEAT
UR
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16 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
In April, Freebridge
celebrated its fi fth
birthday. It has been
fi ve years since homes
transferred from the
council to Freebridge
and in that time we have
improved around 3,700
homes and built or bought
74 new properties. We are
also having a big impact in
communities by investing
around £8m in the local
economy, every year.
21,000 kitchens, bathrooms, heating systems, doors and windows.
• We are working with local residents, partners and famous designer Wayne Hemingway to transform Hillington Square into a better place to live, visit and work.
• We are building 34 new homes, ranging from 2-4 bedrooms, and including fl ats and houses, after the Homes & Communities Agency (HCA) awarded us £1.4m.
Irene Gammon was involved with the transfer from the very beginning. Today she is a Freebridge Board member and a member of the Tenants of West Norfolk (TOWN).
“ I was involved with the transfer to Freebridge right at the very beginning, taking part in roadshows and joining the shadow Board. There was uncertainty at the start about when we would transfer but also excitement about setting up a new company. It was a learning curve for me as I had to take part in lots of board meetings and there was lots of hard work involved. It was also a big responsibility. Since
then, Freebridge has really developed as a company with some good people at the helm, and what is so pleasing is all the improvement work that has been achieved. I am glad that we have got as far as we have and the future looks good.”
THE TRANSFER TO FREEBRIDGE: A TENANT’S VIEW
FIVE YEARS OF FREEBRIDGE2006-2007• Move into Juniper House May 06
• First tenant board member elections (2,500 tenants vote)
• 74% homes non-decent
2007-2008• Tenant Welfare service extended
• Complete fi rst phase sheltered housing improvements
2008-2009• Audit Commission inspection – 1 star promising prospects
• Credit Union launched
• Tenant satisfaction 74%
• 37% homes non-decent
2009-2010• HemingwayDesign appointed to revise Hillington Square
• Local service standards introduced
• 37% homes non-decent reduced to 30%
• Freebridge Community Foundation launched
2010-2011• First Contact Centre launched
• £5,000 given to community groups through the Freebridge
Community Foundation
• Hillington Square Charter launched
• £1.4m awarded from HCA for 34 new homes in West Norfolk
In 2006, 6,700 homes moved
from the borough council to the
newly-set up Freebridge after
77 per cent of voting tenants
elected for the move. Since then,
we have been working to honour
the promises we made to you at
transfer. And we are having a big
impact within West Norfolk;
• We are on target with the
Decent Homes work and
by the time that we have
fi nished the work we will have
improved homes by installing
a combined total of over
FEATUR
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FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 17
The Decent Homes work is well underway
HemingwayDesign was appointed to revamp Hillington Square
West Norfolk Carers receiving a cheque through the Freebridge Community Foundation
New homes were handed over to tenants at Great Massingham in November 2010
Find out more: talk@freebridge.org.uk or 03332 404 444
Tony Hall, Chief Executive of Freebridge, who has been with the organisation since the very beginning, said: “Through working with our tenants, we have made great progress over the last fi ve years. We are now looking to the next fi ve years and planning how we can continue to improve and develop the service we provide, for the benefi t of our tenants.”
18 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
We want to prevent accidents
occurring and our approach is
to manage communal areas in
a way that will minimise risk
and meet legal requirements.
We therefore inspect communal
areas regularly and assess if
any items found present a risk
should there be a fi re. We may
ask for items to be removed
or remove them ourselves.
The best way to look after your
possessions is to keep them in
your own property.
Remember…Individual fl at
entrance doors for both tenants
and leaseholders are the
property of Freebridge and
provide protection from fi re
so no alterations should be
made to these without written
permission from us. Balconies
can also present a high level
of risk. A number of fi res have
spread very quickly as items
on balconies have caught fi re
and fl ames have leapt up the
side of buildings. If you have a
balcony, any stored items must
be fi re-proof and in particular,
barbecues, fuel containers and
gas bottles are absolutely not
allowed. Residents who have a
mobility aid currently stored in a
communal area should contact
your housing offi cer urgently
so we can discuss possible
solutions.
Please speak to your Housing Offi cer if you have any questions 03332 404 444.
‘Photo Competition’ at Juniper House.
The overall competition winner will receive £250 worth of vouchers to spend in Jessops Cameras in King’s Lynn, and two runners up from each category will receive £25 in shopping vouchers.
Full details of the competition and copy of the rules are available on our website www.freebridge.org.uk/news.asp or on request 01553 667810.
Closing date for entries is Friday 5th August 2011
Do you have an eye
for photography?
Last year we ran a photography competition asking people to send in their photographs of their ‘Views of King’s Lynn and West Norfolk’. We had a great response and the winning photograph (above), taken by Michael Hurn - a Freebridge tenant, now sits in the foyer of our main offi ce at Juniper House in King’s Lynn.
Because we had so much interest in the competition we’ve decided to run another this time to help fi nd pictures for our Annual Report that’s issued to all tenants at the end of September.
Important safety
information for residents
living in blocks of fl ats
Why must communal areas be kept clear? Freebridge is
responsible for the communal
areas in your block, and as such
we have a duty to make sure fi re
and safety regulations are met,
and that you can escape in an
emergency. This is why we need
take care regarding what you
can leave outside your property.
Our approach is that residents
should avoid leaving anything
in communal areas that may
present a risk, should there be a
fi re. Unwanted goods and rubbish
should not be left in these areas.
Why do we need to enforce this policy? Unfortunately
residents often store a variety
of things in their communal
areas and should there be a
fi re, there could be a danger of
combustible items exploding or
the risk of toxic smoke being
given off. Items, such as bikes
and pushchairs left in hallways
can also be a hazard as they
could make it diffi cult to get
out, especially for an elderly or
disabled person.
Action Communal areas are
designed for access to and from
the block for residents and
visitors and should not be used
for the storage of possessions.
In some blocks we also use our
Estates Improvement offi cers
to clean the communal areas
and this cleaning sometimes
cannot be completed to the high
standard agreed because items
left in communal areas
obstruct workers.
And this year we’re going to have two themes : ‘Views of King’s Lynn and West Norfolk’ and ‘Life in King’s Lynn and West Norfolk’ – the themes are open to individual interpretation so get snapping!
The competition is open to Freebridge residents and employees. As we’ve said the best pictures will feature throughout our Annual Report that’s issued to all tenants at the end of September and there are two categories for entry – adults and under 16’s.
Images should be submitted as jpg fi les by email to talk@freebridge.org.uk or on disk addressed to
COMMUNAL CO-OPERATION ANNUAL REPORT PHOTOGRAPHY COMPETITION
FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 19
FEATUR
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NEW
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20 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 21
YOU ASK THE QUESTIONS: DEREK AND JUDY ROBERTS AND ROBERT CLARKEDerek and Judy Roberts have been married for almost 50 years and have lived in Terrington St
Clement for 17 years.
Before this, they were residents of King’s Lynn town centre. The Roberts enjoy living in Terrington St Clement because it has all the amenities of a town but in a more rural location. The couple have also been involved in putting together the Terrington St Clement charter which is an agreement between residents and organisations working in the area, including Freebridge, on ways to improve the neighbourhood. Derek and Judy wanted to take part in the interview to put residents’
questions to Freebridge.
and when. We will be putting
together a new timetable
for work.
Q. How do you deal with problems such as littering and fl y tipping?
A. We work with the council to fi nd out about this and in some cases, penalty notices will be issued. We need people to report the littering and fl y tipping so that we can deal with it. When people move into Freebridge properties, they are advised they have to get rid of their rubbish correctly, as it is part of their tenancy agreement.
Q. How do you help tenants to look after and improve their neighbourhoods?
Robert Clarke is Freebridge’s
Assistant Director of Housing.
His role includes looking after
the Freebridge properties,
including the sheltered schemes,
collecting rent and managing
the contact centre which
receives all customer enquiries
Q. We live in a wooden bungalow which is not traditionally built. When will work be carried out on non-traditional properties?
A. We are working on putting
together a plan for how
to take forward the non-
traditional properties we
have not yet improved and
we will be contacting tenants
individually to let them know
what work we will be doing
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Spot what page Freddy is on (not including this page!) and send the page number together with your name and address to talk@freebridge.org.uk or post to Streets Ahead, Freebridge Community Housing, Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ by Friday 26th August 2011.
*Please read the fair processing statement on page 23.
FIND FREDDIE AND WIN A PRIZE!
A. We work closely with our
tenants to identify where
there might be a need for
improvements and we will
help them to fi nd ways
to make changes to the
community. We link up with
other organisations, such as
the Council and the Police,
to fi nd ways to deal with
problems, such as anti-social
behaviour, and to make
improvements in the local
community. An example of
this is how we worked with
residents of Monks Close and
the Discovery Centre to set up
a new bus service from Monks
Close in to King’s Lynn.
Q. You have set up a new contact centre to answer all tenant phone calls. How does that work?
A. Our aim is to provide as
much information as we can
to tenants as soon as they
phone up. Sometimes we
will have to pass enquiries
on to other members of staff
but where possible we will
always try to provide answers
to every enquiry when we
receive it.
Q. Can rent be paid by direct debit?
A. Rent can certainly be paid by
direct debit but we appreciate
that a lot of people don’t have
bank accounts so our tenants
can come into the offi ce to pay.
Q. Is there anything else you would like to share with tenants?
A. We have made a Local Offer
to our tenants which is about
the standards of service we
are providing to tenants. This
is the commitment we have
made to tenants and what
they can expect from us. We
will manage the standards
of service to make sure
we are continuing to meet
these standards. The Local
Offer is all about making
improvements in local
neighbourhoods.
Would you like to Ask the Questions in the next issue of Streets Ahead? If so, get in touch with the Communications & Customer Engagement team on 03332 404 444 or email talk@freebridge.org.uk
FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 23 22 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11
The following information
is about Freebridge’s
performance in key
activities during the
Fourth Quarter of the
fi nancial year
Jan to Mar 2011
As always, if any tenant has any suggestions upon how we might make further changes and improvements please contact Jamie Williamson in our Communications & Engagement team on
0332 404 444 or at talk@freebridge.org.uk
FREEBRIDGE COMMUNITY HOUSING’S PERFORMANCE JAN – MAR 11
Performance Area Last Year Annual Quarter to date Target Jan – Mar Apr – Mar
Emergency repairs dealt with within target time (24 hours) – All Contractors 99.1% 99.4% 98.5% 99.3%
Urgent repairs dealt with within target time (1 week) – All Contractors 98.5% 99.0% 96.5% 95.2%
Routine repairs dealt with within target time (1 month) – All Contractors 98.4% 98.4% 96.0% 93.5%
Rent Arrears of current tenants (excl HB Arrears), as a percentage of the total rent due for the year 1.6% 1.5% 1.5% 1.4%
Average Re-Let Time for empty properties - ‘Net’ fi gure including allowance for Major Repairs 11 days 12 days 12 days 30 days
Number of tenants evicted for non-payment of rent 7 14 27 27
Number of Anti-Social Behaviour cases dealt with by Housing Offi cer Team 215 306 562 562
Number of legal actions for ASB commenced in the Quarter 3 12 67 67
Element Total Target Quarter Status YTD 4 Cumulative
Kitchens 745 814
Bathrooms 548 863
Wiring 506 687
Windows 1,052 1041
Doors 349 560
Heating 634 621
Total 3834 4586
Decent Homes Improvement Programme: April – March 2011 Key to ratings
the annual target is presently being exceeded
Performance is matching or close to the annual target
the annual target is presently not being met
These fi gures do not include Decent Home works we have carried out on Non-Traditional properties.
2010/11 2009/10
Find out more: talk@freebridge.org.uk or 03332 404 444
FANCY GETTING PAID TO SHOP?When things sound too good to be true they very often are but not in this case.
Mystery shopping is becoming part of a process which housing associations use to test their performance. Here at Freebridge Community Housing we are no different and that is why we are looking for customers of Freebridge to go undercover to carry out mystery shops.
We are keen to fi nd out what you, our customers really do think of us, and want to know if we are meeting our service standards.
You can be paid between £10 and £100 for carrying out a variety of mystery shops over a set period of time, in person, by post, over the phone or by email.
For more information call Kate Oldfi eld on 01553 667811
DECENT HOMES UPDATEWe are continuing our work to
bring homes up to the Decent
Homes standard and we
are about to enter the fi nal
stages of this work. We will
be in touch with you directly
about any improvements to
your home. In the meantime,
if you have any questions,
get in touch on
03332 404 444.
Freebridge Community Housing
(FCH) is a Registered Social
Landlord. FCH needs to collect
certain information about its
tenants and leaseholders in
order to be able to act as a
responsible landlord, and to
fulfi l its statutory duties. The
information gathered in this
form will be used by FCH and its
DATA PROTECTIONFAIR PROCESSING NOTICE
third party partners in meeting
its obligations, and in order to
inform its service users from
time to time about the services
it can offer. If you have any
queries regarding the collection
and use of this information,
please contact your Housing
Offi cer or FCH’s Data Protection
Offi cer on 01553 667800.
Freebridge Community Housing Main Offi ceJuniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ
Telephone: 03332 404444 Fax: 01553 667701
Email: enquiries@freebridge.org.uk
Offi ce Opening Hours:8:45am - 5.15pm (Mon-Thurs), 8:45am - 4.45pm (Fri)
Bank Holidays, Saturday and Sunday closed.
Out of Offi ce Hours: The main telephone number (03332 404444)
will divert to 24 hour emergency service.
Repairs: 03332 404 444. Please report all repairs using this
telephone number (which you will not be charged for).
Freebridge Community HousingNorthern Area Offi ce, Valentine Road, Hunstanton, Norfolk PE36 5EZ
Telephone: 01485 534219 / 01485 534654 Fax: 01485 535073
Email: enquiries@freebridge.org.uk
Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only)
For afternoon appointments please telephone.
Bank Holidays, Saturday and Sunday closed.
Freebridge Community HousingSouthern Area Offi ce, Priory Centre, Priory Road,
Downham Market, Norfolk PE38 9JS
Telephone: 01366 384696 Fax: 01366 386798
Email: enquiries@freebridge.org.uk
Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only)
For afternoon appointments please telephone.
Bank Holidays, Saturday and Sunday closed.
Freebridge Community HousingNorth Lynn Estate Offi ce, 4 Walpole Road, North Lynn, King’s Lynn,
Norfolk PE30 2DZ
Telephone: 01553 773133
Email: enquiries@freebridge.org.uk
Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only).
Bank Holidays, Saturday and Sunday closed. Out of hours visits to
offi ce by appointment only.
House Exchange:
www.freebridge.houseexchange.org.uk
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.
Editor: Jamie Williamson
Contributions from: Robert Clarke, Colin Davison, Jacqueline Fry, Darren Hudson, Michelle Playford, Simon Swanson,
Jo Whaley, Jamie Williamson, Jacquie Yaxley.
Designed by: foxbullenyoung | Printed by: Richardson Printing | Circulation approximately: 7,000
DEVELOPING HOMES AND CREATING OPPORTUNITIES
FOR PEOPLE WITHIN WEST NORFOLK
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