your orbit spring 2013

OrbitS

PR

ING

2013Your

✰Win a Samsung Galaxy✰

The Brian Griffiths Award is back

Lift off for LAUNCH PAD

Do something different this Spring

Welfare Benefit is changing – find out more

By now, you will have noticed that Your Orbit is sporting a whole new look! We hope you like the improvements we’ve made to your magazine, which we’ve done after listening to what you told us you’d like to see. We’ve even managed to cut some costs and save some money in the process too – which we will be re-investing into improving services at Orbit East.

0345 600 2535 www.orbiteast.org.uk [email protected]

But now, our LAUNCH PAD training programme can provide effective ‘up-skilling’ and give you a ‘launch pad’ for getting back to work.

There are six ‘development zones’ available, covering life-skills, work experience, volunteering, apprenticeships and even a specialist workshop to help you with job applications and interview techniques.

Since May 2012, 700 of our residents have completed training sessions or employment support and now you could be one of them!

We’ve got a brand new look

And now we need a new name!

We know that many of you are eager to find quality work but may have been unsuccessful due to the competitive job market and lack of proper support available in helping you develop employment skills to place you ahead of the competition.

MITIE apprentices

But now we need a new name! We’d like to know what YOU think your magazine should be called? We are keen to keep your newsletter fresh and interesting, your ideas and suggestions will help us to continue making Your Orbit even better so please do get in touch.

Send your suggestions to [email protected] by

April 12 and if yours is the chosen name you’ll win £100 of high street vouchers!

Lift off forLAUNCH PAD

If you are interested in registering for a place on LAUNCH PAD, please ask any of our staff members to send your name and contact details to: Annabelle Macbeth, Community Employment and Training Advisor. [email protected]

3

Send your suggestions to [email protected] by

April 12 and if yours is the chosen name you’ll win £100 of high street vouchers!We’ve got a New Samsung Galaxy to give away!In this age of digital technology, we want to be able to use the most up to date methods for contacting you quickly and efficiently.

If you call our Customer Service Centre on 0345 600 2535 before April 30, and give us your mobile number and email address you’ll be entered into our prize draw to win a New Samsung Galaxy. So, what are you waiting for!

We are looking for residents of all ages with an interest in using the internet and technology to join our new Digital Engagement Focus Group.

The group will meet four times a year in Norwich to help us develop:

• Our online services for residents such as our website, residents blogs and use of social media e.g. Facebook and Twitter

• Projects which will support our residents to get online and develop IT skills

In between meetings the group will use the internet to communicate and work together on projects.

Training will be available to help you develop and improve your IT skills and we can provide transport or refund your travel expenses for meetings.

The Brian Griffiths Award is back and is again offering you the chance to gain qualifications or work-based skills.

Named after a former Orbit Board member who dedicated his life to helping others, the award will have up to £10,000 to fund one or more people the chance to achieve their learning and development goal. Now in its third year, the award has helped

36 residents across Orbit’s operating regions to achieve a variety of skills and qualifications. Previous successful applicants have been granted funding for anything from teaching assistant qualifications and football coaching certificates to floristry and butchery courses.

Details of how to apply will be making their way to you soon so watch this space!

2013

onlineservices

Help us to develop our

For more information please contact:Tom Gaskin on 0345 600 2535 or email [email protected]

Interested in the internet? Feeling social?

Want to help us improve our services?

Would you like Your Orbit in a different format or language? Contact us on 0345 600 2535

GIVE US YOUR DETAILS TO WIN A NEW SAMSUNG GALAXY

Starting a new season sees a lot of change in the world around us, so why not try something different as you step into Spring? Here’s a few suggestions for things you could try:

Step intoSpring

Tidy your garden – and if you really enjoy gardening, why not consider adopting a green space? Contact Estate Services to find out more.

Get online – you could use the internet to connect with like-minded people, find money-saving offers only available online, report a repair or pay your rent quickly and easily. Visit our Customer Secure area at www.orbiteast.org.uk

Learn a new skill – Orbit East’s ‘Launch into Learning’ scheme offers up to £250 per person towards some of the costs involved in attending a course. Contact Tom Llewellyn, Community Investment Officer, on 0345 600 2535 for more information.

Get involved – There are loads of ways to be involved with Orbit East and we always welcome your input! Check out our Resident Involvement blog at www.oeinvolvedresidents.org

Alan Murchie, winner of our 2012 Good Neighbour Award with his partner and neighbours.

Sort out your finances – get all your figures straight! If you’re struggling with debt, contact the Income Recovery Team on 0345 600 2535.

Get to know your neighbour – being on friendly terms with your neighbours can make a huge difference to your home so why not say hello?


5

CustomerFirstThe way we work

Residents of Bramley Court in Attleborough took a leap into the past as they celebrated an event which took them back to the 1940’s. 18 residents enjoyed a musical coffee morning accompanied by tunes from the era, before tucking in to a hearty lunch of favourite food choices from the time! After a sing-along to‘40’s pop music, and a quiz which tested residents’ knowledge and memories of the world as it was more than seven decades ago, tea and themed cakes were served. Two residents also hosted a ‘show and tell’; one resident showed memorabilia she has kept

from the time and another told others about her experience of the events that took place in the 40’s and what life was like living through them.

More than 60 residents participated in an event at Elmhurst Court in Great Yarmouth. Orbit East staff delivered tailored advice to residents to help with specific needs, including information on Welfare Benefit Reform, resident engagement opportunities, debt advice, rent payments and arrears, and answered any other questions

that arose. Two representatives from our service contractor MITIE also attended the event, inviting residents to report repairs required to their homes – 15 repairs were completed on the day and surveyors carried out a number of inspections, with subsequent necessary repair orders being raised.

Residents in Boardman Close, Norwich are more in-the-know thanks to an event in their area. Staff from the Norwich Care and Repair and Neighbourhoods teams got on the road to knock on customer doors and offer advice on subjects including finance, housing and aids and adaptations.

15 properties were visited during the day, resulting in four client referrals for Attendance Allowance and two residents taking self-referral forms which will allow them to be considered for bathroom access adaptation by social services.

We recently celebrated Customer First Week, an event organised across Orbit to show our commitment to providing good service to our customers.

To mark the occasion, we held various events across the region for residents to enjoy. Here’s a taster of what went on around Orbit East:

B R A M L E Y C O U R T

E L M H U R S T C O U R T

B O A R D M A N C L O S E

mini news.....Your Orbit onlineDid you know you can also now read Your Orbit on our Residents’ blog? You can find it by visiting www.oeinvolvedresidents.org and searching for Your Orbit. You can add comments too, so make sure you tell us what you think of this edition of Your Orbit and give us your ideas for stories.

Our summer issue will

announce some of the improvements we’re planning as part of our 2020 transformation.


Twenty ‘Rising Stars’ awards of up to £250 are available for children of Orbit East residents who need money towards achieving a personal goal. Visit our website for details!

Watch the next issue for changes to our complaints process

Let’s hear it for the BoardDid you know we have resident Board members in Orbit East and Orbit South who help us set our future direction? We’re looking for a new member – check the leaflet that came with this magazine for details.

Final reminder!Benefit changes

The Welfare Reforms introduced under the Government’s Welfare Reform Act of 2012 start coming into force in April 2013.

As a reminder, the main changes are:

Size Criteria for Housing Benefit – From 1 April 2013 you will lose Housing Benefit if you are occupying a home that is considered too big for your household. You could lose up to 25% of your Housing Benefit. Visit www.orbiteast.org.uk and use our benefit calculator to see if you might be affected.

Council Tax Support – All local Councils will start running their own local scheme for Council Tax support from 1 April 2013, with different rules about who qualifies for Council Tax support and how much they will get. Nearly everyone of working age will have to pay some Council Tax even if you have never paid any before. Check with your local Council for further details.

The Benefit Cap – Starts from Summer/Autumn of 2013. No exact details of times have been announced yet but there will be a maximum amount any household can claim in benefits of £500 per week for couples or families with children or £350

per week for single people. If you are affected you may find your household income severely reduced, particularly if you have a large family and live in a high rent area.

If you are going to be affected by these changes, you should be contacted by the DWP or your local Council.

Orbit East’s Under Occupation Officer, Pat Cassidy, can also provide

support and guidance on the changes and how they may affect you. Pat will be contacting any affected residents before these changes come into force. Three ways to find out more:

• Contact our Income or Neighbourhood teams

• Visit our special New Welfare Reform page on our website

• Contact Pat Cassidy on 0345 600 2535 [email protected]


Are you struggling to make ends meet? Worried about debt? We offer free, independent debt and money advice – here’s how we helped secure £6,000 of benefits for one of our Norwich residents.

When Neighbourhood Officer Karen Stevenson identified that one of our residents was struggling financially, she thought that he may be eligible for Disability Living Allowance (DLA). Karen put the resident in touch with Emma Hunter, Orbit East’s Citizens Advice Bureau (CAB) Money Adviser who is seconded to Orbit East through our Community Investment Fund (CIF)*.

Emma discovered that his severe disablement payments had stopped in April 2011 so worked with Age UK to make a DLA referral. There had indeed been a mistake and the resident was entitled to around £6,000 of backdated payments from April 2011, which he has now received!

Call us to find out where you can get help and arrange a referral.

*The CIF is the result of cost savings across Orbit. So far it has paid for apprenticeships, garden clearance, computers for sheltered schemes and more. Send your ideas of how the CIF could help you or your community to oe&[email protected]

Feeling the pinch? We can help!

Emm

a Hunter

Universal Credit also starts from October 2013 – watch out for more in our Summer

newsletter or visit our website to download our Handy Guide to Welfare

Reform.

Benefit changes

Would you like Your Orbit in a different format or language? Contact us on 0345 600 2535 7

mini news.....

With the help of Age UK, we’ve been raising awareness of the issues affecting older gay, lesbian, bisexual and transgender people in sheltered accommodation.

Healthy Homes, Healthy Lives Our Healthy Homes Project has improved the quality of life for older people in Norwich and our Suffolk Care and Repair team have helped reduced discharge time for people who might have had to stay in hospital longer than necessary because they couldn’t return home.

Performance indicators Target Actual Measurement

Current rent arrears (before payment of Housing Benefit)

£721,125 £947,005

Current rent arrears (after payment of Housing Benefit)

£485,864 £607,883

Average time to re-let an empty property (only Day to Day repairs lettings) General needs only

16 days 15.2 days

% of Rent loss due to empty properties

1.20% 0.96%

Gas safety - % 100% 100% Repairs completion: Emergency 99.60% 97.66%

Urgent 98.80% 96.24%

Routine 98.00% 96.04%

How we’re doingOctober to December 2012

A choice of ways to pay your rent

We now offer many ways you can pay your rent:

✔ Direct debit✔ Swipe card✔ Online✔ Standing order✔ By phone✔ By post✔ At the bank

Remember, it’s very important to keep up with your rent payments. Our Income Team is here to advise and support you so if you are experiencing difficulty paying your rent, or would like further information, please contact us on 0345 600 2535

We work hard to deliver a ‘Customer First’ service to you and one of the ways we measure our progress is through the collection of key performance information from across Orbit. So see below for how we’re doing or check our website for full details.

Synergy Cafe for Newmarket We will soon be launching a exciting new service in Newmarket for people living with dementia and their carers. The Synergy Café will provide a relaxed and supportive environment where people with dementia and their carers can find information about their condition, where to go locally for support, and socialise with others while partaking in enjoyable activities. Working with healthcare charity, Sue Ryder, the Synergy Cafe will be run at Orbit Independent Living’s Childwick House in Newmarket.

Through GOALS UK you can help build your self confidence and resilience and learn practical skills for making positive changes and creating the life you want.

Following a recent course in Norwich, Orbit East resident Naomi Denton said she was now “Going to stay thinking positively and start achieving my goals”. Orbit East resident David Taylor added “It’s been a very worthwhile experience and I will recommend it to other residents. I want to now put the course material into practice”.

Orbit East is also offering coaching after you have taken part in the course, to help you get into the employment you are seeking.

For more information contact Orbit East’s Community Investment Officer, Tom Llewellyn, who is a licensed GOALS UK Trainer on 0345 600 2535 [email protected] or visit www.goalsuk.org

Orbit East is working in partnership with other agencies across Norfolk and Suffolk to deliver this programme.


Reach your goals

Feel like you could be getting more out of life? Orbit East is working with GOALS UK to offer our residents an inspiring, motivational and FREE two day course to help you learn how to get more of what you want - and less of what you don’t want - in life!

Tom Llewellyn with residents at a recent GOALS UK course in Norwich

Travel to a Brighter FutureDo you need help getting to work or job interviews?

We want to empower you to improve your life to get to where you need to go and we know that travel costs (especially if you live in a rural area) can sometimes be a barrier to finding, getting to or staying in a new job.

We are offering ‘rural’* residents a grant of up to £300 for work related travel.

The grant can be used for things like:• Starting or continuing driving

lessons (car or motorbike) for a normal or specialised licence

• A bicycle (to get to work the healthy way!)

• Travel fares to get to work and to and from job interviews.

*A town or village of less than 7000 properties. This scheme is specifically to help our residents living in more rural areas and therefore does not apply if you live in Norwich, Ipswich, Great Yarmouth or Lowestoft.

Tell us how the grant could help you find or sustain work by filling in a simple application form. Contact Tom Llewellyn, Orbit East Community Investment Officer on 0345 600 2535 [email protected]

New members for Resident Scrutiny Panel Three new members have joined our scrutiny panel!

The panel, which reviews our services, makes suggestions and challenges how we do things, is currently working together to identify its next subject to scrutinise. To enable them to do this, members receive information on performance, satisfaction, complaints and how Orbit compares to other organisations. The panel are also working on a community ‘call to action’ where any group of residents can propose an area to be considered for scrutiny.

Scrutiny panel member Pauline Taylor, says “Giving up my time to Scrutiny is rewarding, as it makes you feel you can make a difference in looking at why/how Orbit deals with different aspects of the service they give to their tenants.” Looking for a new challenge? Want to make a difference? There are a number of ways you can be involved – call the Resident Engagement Team on 0345 600 2535

Orbit East residents recently met with Ian Gibson, Orbit’s Customer Experience Director and Lucy Elson, Customer Service Centre Head of Service Delivery to discuss plans for delivering a better customer experience when contacting us.

Ian shared updates on the progress of improvements, CSC performance and discussed views on how the CSC manages and resolves calls.

Ian said “I thoroughly enjoyed the forum in Norwich. There was constructive challenge and really positive support of the changes we are making within our Customer Service Centre. I wish to thank all the participants for making it a really positive session and I look forward to returning again in six months to update further on outcomes.”

We hold a number of ‘one off’ focus groups during the year on a range of services. Residents can get involved to make improvements. If you would like to take part please contact Russell Heath on 0345 600 2535.

9

Working together to improve the Customer Service Centre

Customer Service Centre top tips on contacting usIn order to have your call dealt with quickly and effectivley by our Customer Service Centre, it is important that you dial the right number and choose the correct options. When you need to get in contact with us, please call 0345 600 2535

✔ To report a new repair, please press option 1

✔ To chase up an existing repair, including checking or changing appointment times please press option 2

✔ To check your balance, pay your rent, speak to your Housing Officer or to report anti-social behaviour please press option 3

By working together we can make sure you get the best possible customer service and a quick answer to your query. Keep a note of this next to your phone and get through quicker!

top tips

0345 600 2535


Orbit East residents meet Ian Gibson and Lucy Elson

The Orbit East Scrutiny Panel

Protect yourselfWe don’t insure your furniture, belongings, or home décor against theft, fire, vandalism and burst pipes so, if the worst happens, make sure you’re prepared.

Did you know we run a special home contents insurance scheme for our residents, which can be paid for monthly?

Contact your Neighbourhood Officer for a leaflet, or visit our website for details.

Orbit East resident Ernie Watkins was so pleased that swift action from a heating engineer working on behalf of Orbit East fixed his troublesome boiler that the 72-year-old pensioner from Hoveton near Norwich has made a donation to a children’s hospice to show his gratitude.

Retired Mr Watkins said big companies are often criticised for getting things wrong, but was keen to give credit where it’s due.

“The boiler was giving me all sorts of trouble but Mark the engineer has done a great job in fixing it.

It has made such a big difference to my life, I can run a proper bath now! I was so pleased with the service that I wanted to show my appreciation and I’ve made a donation to the children’s hospice charity that Swale Heating supports,” said Ernie, who was himself a heating engineer many years ago.


Pensioner Ernie’s warm praise for heating engineer

The Suffolk Home Improvement Agency, known as Care & Repair, has received a £7,000 ‘Hardship’ fund from the Government’s Foundations Independent Living Trust (FILT). The trust is aimed at helping older vulnerable people improve their heating and warmth and maintain their independence during the winter period. As part of a network of organisations currently delivering the FILT Warm Homes service across the country, Suffolk HIA also hosted training sessions for other HIAs in Essex, Cambridgeshire and Suffolk. The Hardship fund will allow the HIA to play a vital role in ensuring older people remain safe and healthy over the winter period.

Orbit East Care & Repair provides a range of advice, support and services to help you live in the type of home you want and need, now and long into the future. To find out more contact 0800 121 7711 or 01603 283337.

Estate Inspections To find out where we will be visiting, please check our website or call us on 0345 600 2535.

Suffolk Home Improvement Agency helps older people address fuel poverty

Keep your family safe. A free appointment could save lives.

Hundreds of people each year are killed or hurt by carbon monoxide poisoning but proper servicing and maintenance can prevent this.

For that reason it’s vital that you give us access to your homes when we need to

test your gas supply and equipment.Each year a considerable amount of time and money is spent attempting to gain access to residents’ homes.

Gas Servicing

If you receive a reminder letter,

contact us to book your appointment.

If you are a smoker struggling to kick the habit, there are a range of free stop smoking services available from Live Well Suffolk.

Last year they helped over 4,000 smokers across the county. Whether you are looking for one-to-one intensive therapy, or would prefer to have the support of a group of likeminded people their specialist stop smoking advisors can help.

Tailored stop smoking sessions are available for pregnant mums, dads and families and they can provide free nicotine replacement products* to help you cope with cravings.

Livewell Suffolk are confident that if you are looking to quit, you’ll be four times as likely to succeed with them, than if you are going it alone.

For details visit www.livewellsuffolk.org.uk or phone 01473 229292

11

Support to stopsmoking

*prescription charges may apply

Orbit East’s Customer First Awards winner

Alan Sharman, Casework Team Leader for Orbit East’s Care & Repair team scooped the award for Individual of the Year for his innovative approach to marketing Care & Repair’s services and his continuous efforts to improve relations with local authorities, voluntary organisations and other partners.

This quarter’s Can Do winner is Sonia Barrett, Neighbourhood Assistant, Stowmarket who is commended for her dedicated assistance to her customers and team and for always striving to achieve excellence in her work.

All staff who win a Can Do award throughout the year are put through

for a chance to win a Customer First award for their contributions to Orbit.

Three ways to nominate:

• Pick up an entry form from your local reception

• Visit our website• Call our Customer

Service Centre to request a form by post

Your chance to say thank you


We believe our staff have a real ‘Can Do’ attitude and if you think one of them deserves a little extra recognition for going the extra mile for you or your community then nominate them for a ‘Can do’ award!

Homes & Communities Agency Reg. No. L4060. Industrial and Provident Societies Act, 1965.Registered No. 27802R (Exempt Charity) Orbit South Housing Association Ltd.Registered Office: Foy House, 27-29 High Street, Margate, Kent CT9 1DL Part of the Orbit Group. Orbit Group Ltd, Orbit South Housing Association Ltd and Heart of England Housing Association Ltd are exempt charities.

STOWMARKET OFFICE7 Finborough Road, StowmarketSuffolk IP14 1PN

0345 600 2535

Our phone number is chargeable at a local rate regardless of whether you call from a mobile or a landline.

Did you know? Monday mornings are when we get our highest number of calls. Remember, you can contact us anytime by phone. If you have access to the internet, you can sign up for the free ‘Customer secure’ area of our website and access your account details 24/7. Call us and we can help you set it up!

NORWICH OFFICE14 St Matthews Road, NorwichNorfolk NR1 1SP

0345 600 2535

Open 9am-5pm Monday to Friday

Contacts:

Fourth FloorYare House62-64 Thorpe RoadNorwichNR1 1RYOnly a 5 minute walk from our current office.

Visit our website for moving date.

We are moving You will soon be able to find us at:

www.orbiteast.org.uk

Sudoku 8 1 7 4

2 3 7 1

7 5 3

6 3 4

2 8 9

9 5 7 2 6

9 2 6 8 3 7

6 4 9 2

1

We hope you’ve enjoyed reading your new look magazine. One of the things you told us you’d like to see included is a puzzle, so make a cuppa, take a break and enjoy some Sudoku on us! The rules to play Sudoku are quite simple. Fill in the blanks so that each row, each column, and each of the nine 3x3 grids contain one instance of each of the numbers 1 through 9.

your orbit spring 2013

Documents

new samsung galaxy

employment skills

launch pad training

employment support

residents blogs

brand new lookand

improvements weve

work experience