a366 FB SA Mar '12 Ahead...home and carry out a free home ﬁ re safety check. We are working...

THE MAGAZINE FOR FREEBRIDGE COMMUNITY HOUSING TENANTSSTREETS AHEAD

DEVELOPING HOMES AND CREATING OPPORTUNITIES

FOR PEOPLE WITHIN WEST NORFOLK

MARCH 2012

PUB SITE TRANSFORMED(SEE PAGE 10-11)

WELCOME!

NEW

S

Welcome ...............................2

Online Update .......................2

Behind You ............................3

Celebrating The

Achievements Of TOWN ...4-5

Freebridge Out & About:

Marsh Lane &

Stonebridge ..........................6

Application For Shareholding

And Regulations ...............7-8

Estate Walkabouts ................9

Wanted: Board Members .....9

Pub Site Transformed .. 10-11

Tenant Panel Update ..........12

Your Letters ........................13

Looking Back To

The Future .................... 14-15

Find Freddie ........................15

How Safe Are You

From Fire? ..........................16

Tenant Awards 2012 ..... 17-18

Email Opt-In .......................19

Our Survey Said ..................19

Over To You .................... 20-21

John Comes On Board .......21

Our Service Standards .......21

Freebridge Community

Housing’s Performance

Oct – Dec 11 ........................22

Data Protection

Fair Processing Notice .......23

Decent Homes Update .......23

Fancy Getting

Paid To Shop? ......... 23

CONTENTS PAGE

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PG 2 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • MARCH ‘12 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • MARCH ‘12 PG 3

an opera and to see them singing along and interacting with the orchestra was amazing.”

Robert Clarke, Assistant Director of Housing at Freebridge Community Housing said : “We are happy to make this donation as children from all over the King’s Lynn and West Norfolk will benefi t. The Discovery Centre are celebrating their 10th anniversary this year and this is a way we can support them and wider community activities.”

Jimmy Yallop, the Discovery Centre Manager said: “We are always trying to broaden our members’ horizons and experiencing live performance theatre is something they are very unlikely to experience unless they go with the school. We are targeting those who we know may struggle fi nancially to attend the Corn Exchange as we know from experience and their beaming smiles that it has a very positive effect on them.”

“Children and young people from our community love live performance but access to it is very limited and we will, whenever possible, arrange an evening to take them along. Last time it was

Welcome to the March edition of Streets Ahead. It doesn’t seem that long ago that we were wishing you a Merry Christmas and yet here we are, three months down the line. We hope that everyone had a fantastic festive period and that the new year has got off to a good start.

In this edition you will read about some of the things that we’ve been involved in as well as some things that are coming up in the future. Enjoy and as always, we’d be happy to hear from you with any comments or ideas that you have for the magazine.

Contact the Communications & Engagement Team on 03332 404 444 or email [email protected]

BEHIND YOU! It seems an awfully

long time ago now but

just before Christmas

72 children who attend

the Discovery Centre in

King’s Lynn visited the

Corn Exchange to see the

annual pantomime, this

year Cinderella, thanks to

a donation made to them

from Freebridge.

Freebridge works closely with the Discovery Centre who over the years have helped ensure that as many children from as wide an area as possible get the chance to use their energies in a positive way, whilst having fun at the same time.

Discovery Centre website

Freebridge Chairman Ray Johnson (left) and Assistant Director of Housing

Robert Clarke (right) meet with Jimmy Yallop of the Discovery Centre

Our social media activity continues to go from strength to

strength with followers reaching 421 on Facebook and 912 on

Twitter. Social media offers you another option when it comes

to getting in touch with us. Our pages are checked regularly,

meaning that we can answer questions and

provide advice and information quickly.

Follow us:

ONLINE UPDATE

NEW

S

On Friday 20th January,

members of Tenants of

West Norfolk (TOWN)

came together to celebrate

all that the tenants’ group

has achieved in the years

since it was set up.

Current and former members attended the event at Juniper House which saw Chief Executive Tony Hall and Chair Ray Johnson present certifi cates of thanks to the special guests. The event also included pictures and highlights from TOWN’s history.

Tony Hall, Chief Executive said: “TOWN has had a huge impact on Freebridge and their help, particularly at the time of transfer, has been invaluable. It has been a pleasure to work in partnership with the members

CELEBRATING THE ACHIEVEMENTS OF TOWN

Phillip Anderson, Chair Designate of the Freebridge Tenant Forum explained: “Last year, we decided to develop TOWN’s role and the Freebridge Tenants Forum builds on the successes of TOWN. We are very excited about the new Forum and look forward to working with Freebridge in the future.”

to achieve a common vision of

improving homes and excellent

services for tenants. They

have represented the interests

of Freebridge tenants with

integrity and commitment.”

The event took place as TOWN

moves into a new phase of life

following an extensive review

in 2011 by the members. From

March 2012, the group will

be known as the Freebridge

Tenant Forum and will work in

partnership with Freebridge to

raise tenant issues, concerns

and suggestions. The group will

meet at least four times a year

on dates and at times to suit the

members. The Forum will act

as an informal point of contact

for tenants and will raise issues

questions and comments to

Freebridge, receiving feedback

on actions.

There are places available for new members on the Freebridge Tenant Forum, to fi nd out more or to apply, contact Annette Hyam on 01553 667740 or [email protected] or write to Annette at Juniper House, Austin Street, King’s Lynn, Norfolk, PE30 1DZ.


NEW

S NEW

S

Tenants and staff at the celebratory event

On the 9th December the

Freebridge Out & About

Team took to the streets

once again, this time

visiting tenants at Marsh

Lane and Stonebridge.

In total 12 offi cers from Housing, Income, Assets and Property Services undertook door knocking of around 115 properties between 2-4pm on the day, which resulted in 50 further inspections being booked for repair work.

The feedback that we received from tenants following the event was positive, tenants were pleased to see that Freebridge had responded to comments that the six monthly inspection that used to be conducted a number of years ago was still missed.

Assistant Director of Housing Robert Clarke said: “Tenants have let us know that they missed the six monthly inspections they used to have so we have put in place our regular ‘Out and About’ events. We have had excellent feedback from those tenants who have been visited during these events and hope to continue them in the future as it allows us to deal with housing management and repair issues on the spot.”

FREEBRIDGE OUT & ABOUT: MARSH LANE & STONEBRIDGE

On the spot repairs being carried out

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 [email protected]

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.

✁


In our Business Plan for the 2012 / 2013 we promised to visit 500 tenants over and above our normal day to day work – so we’re pleased to be able to confi rm that with additional visits by individual Freebridge staff and through our Out & About project we passed the 500 mark in January earlier this year!

NEW

S

Some time ago Freebridge announced a series of multi-agency walkabouts. These walkabouts were designed to bring various organisations together across the borough to look into issues of concern to Freebridge Community Housing and our tenants.

So far this year we’ve already had walkabouts in Downham Market, Fairstead and Gaywood but there are still many opportunities to attend. We’re always very happy to have interested tenants come along and join us to talk through the problems in your area, so if you are interested in coming along call one of our Senior Housing Offi cers, either Ann-Marie Thompson on 01553 667719 or Steve Manning on 01553 667727 who’ll be able to note your details and tell you where to meet us.

Future Walkabouts

• North Lynn – 26th April 2012 at 10am

• Hillington Square and Town Centre – 24th May 2012 at 10am

• South Lynn – 21st June 2012 at 10am

• Hunstanton and Northern Area – 25th July 2012 at 10am

• Downham Market and Southern Area – 23rd August 2012 at 10am

• Fairstead and Gaywood – 20th September 2012 at 10am

• North Lynn – 25th October 2012 at 10am

• Hillington Square and Town Centre – 15th November 2012 at 10am

• South Lynn – 20th December 2012 at 10am

• Hunstanton and Northern Area – 23rd January 2013 at 10am

ESTATEWALKABOUTS

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”.

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.

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.

NEW

S

We gave you a sneak

preview in the last issue

of Streets Ahead so it’s

good to be able to report

that the 12 new homes on

Fernlea Road, Fairstead

in King’s Lynn have been

fi nished, handed over to

Freebridge Community

Housing and are already

being lived in!

The new homes have been developed on land which was previously occupied by a long derelict pub, and was bought in 2007 by the Borough Council as part of the Improving Neighbourhood Programme to remove an eyesore from the local community. The development of one and two bedroom fl ats, and two, three and four bedroom houses has happened with the

help of £486k from the Homes & Communities Agency (HCA), and is providing housing much needed on the Fairstead Estate.

Tony Hall, Chief Executive of Freebridge said: “Providing good quality, low cost homes in West Norfolk is an absolute priority for us and this scheme has allowed us to bring new homes to a derelict site in Fairstead.

“We are delighted to be able to offer homes which are for rent and for affordable sale, which will help us to meet the needs of residents who are keen to fi nd a new place to rent or buy in this part of King’s Lynn.”

“Through working with our partners, and with funding from the HCA, we are able to build good quality, sustainable, affordable homes in this community.”

The development, which was completed earlier than scheduled, was developed by e², a consortium of locally based, independent housing associations which works to provide affordable homes in East Anglia, with the building work carried out by Hill Partnerships. The Borough Council of King’s Lynn & West Norfolk also backed the scheme.

PUB SITE TRANSFORMED

Find out more: [email protected] or 03332 404 444


The fi nished article - Brand new homes on Fernlea Road

NEW

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OM

FR

EEB

RID

GE

NEW

S FRO

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EEBR

IDG

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“ I would like to let you know how much we appreciate the hard work that the decorators and carpet fi tters put in when they were working at our scheme, it looks lovely.”

Mrs D

The Tenant Panel

continues to meet

regularly and has now

carried out two reviews

of our services.

Towards the end of 2011, the

Panel looked at our Local

Standards which are the

standards tenants can expect

from us in the services we

provide. As part of their review,

the members looked at other

examples of Local Standards

and also carried out tenant

interviews. Based on their work,

the Panel made a number

of recommendations to our

Management Team which

we have agreed and are now

bringing in:

• The Local Standards should

be renamed Service Standards

• A copy of the Service Standards to be displayed in the reception of Juniper House

• Feedback on how we are performing against the Service Standards to be included in Streets Ahead

• A copy of the Service Standards to be included in the welcome pack for new tenants

• The new Freebridge Tenants Forum to be invited to help to promote the Service Standards

• Questions about Service Standards to be included in the annual tenant satisfaction survey

• A quiz to take place to increase employees’ understanding and knowledge of the Service Standards

• Service Standards to be included in the induction process for new employees.

We have already introduced many of these recommendations.

At their December and January meetings, the Panel looked at the Complaints policy, procedure and leafl et and have made a number of recommendations. We will feed back on these in the next issue of Streets Ahead.

TENANT PANEL UPDATE

OVER

TO YO

U☞ O

VER

TO

YO

U

☞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 [email protected] or log on to your Facebook account and search for Freebridge.

Got something on your mind? Send us your letter by:

Post, Email or Facebook

YOUR LETTERS

“ Thank you very much for the excellent way in which your team have refurbished my bathroom. The men that you sent were brilliant, especially at the start as I had pneumonia and was in bed for the best part of the work. The team were considerate and thoughtful and I would highly recommend them.”

Mrs K

“ I and my family would like to say thank you for our lovely kitchen, bathroom and rewire. Super guys, super job. A credit to your company.”

Mr & Mrs S

“ Many thanks for installing my internal phone for me. This helps my neighbours to contact me if they require help or shopping. Also I would like to thank you for the work that you have done to my home. Many thanks.”

Mr P

“ I would like to thank you for sorting out my loft insulation before Christmas. Since I’ve had the upgrade I have saved money on my energy bill.”

Mr T


Tenant Panel page on our website

“ I just wanted to tell you what superb work one of your employees has done in my property. Dean Ellis Recently repaired a damaged ceiling and was absolutely fantastic. Thank you.”

Miss W

LOOKING BACK TO THE FUTURE As part of Freebridge’s

partnership with the

King’s Lynn Arts Centre a

maisonette at Hillington

Square has been restored

to how it would have

looked back in 1967.

The restoration, happening as part of the redevelopment of the Square, saw residents working with local artists and staff from the Arts Centre to recreate what it would have been like for the fi rst residents back in the late 1960s.

Hillington Square website

Sean Kent, Executive Director said: “The regeneration of Hillington Square will transform the appearance of the estate, making it a better place to live, work and visit. Before we begin the exciting transformation of the estate, it is a great opportunity for us to refl ect on the heritage of Hillington Square through this project with the Arts Centre.”



Lots of people found Freddy on page 12 of the Christmas edition of Streets Ahead but the winner of the competition was Ms Sharon Hayden of King’s Lynn, congratulations to her.

Have you spotted Freddy in this issue (not including this page!). If you have, send the page number together with your name and address to [email protected] or post to Streets Ahead, Freebridge Community Housing, Juniper House, Austin Street, King’s Lynn, Norfolk, PE30 1DZ by 20/04/2012.

* Please read the fair processing statement on page 23.

FIND FREDDIE COMPETITION RESULT

FEAT

UR

EFEATUR

E✮ ✮

This year’s event will be held at the King’s Lynn Town Hall on Tuesday 27th April 2012 and unlike in previous years, this year the awards will be open for any Freebridge tenant to attend with their family and friends. Please contact us for tickets, places are limited.

The evening provides a opportunity for people to come together in a fantastic setting to support those people who go above and beyond to ensure that their community is a more enjoyable place to live.

A number of awards will be presented on the night including:

• Good Neighbour

• Community Champion

• Inspiration to Others

• Young Inspiration to Others

• Young Champion

• Special Staff Achievement

If you have someone in mind who you feel should be recognised for their efforts and you still haven’t nominated them, this is your last chance. Get in touch with us to let us know on: 03332 404 444, email us: [email protected] or fi ll in the nomination form on page 18 and send it back to us by 26th March 2012.

TENANT AWARDS 2012

HOW SAFE ARE YOU FROM FIRE?

April sees the return of the annual Freebridge Tenant Awards, an occasion when tenants

from across West Norfolk are recognised for making a difference in their communities.

✁


Every year many people

experience fi res in their

homes, worse still many

are seriously injured

and some, sadly, die as a

result. How safe are you?

There are many factors that

may mean you are more at risk

from fi re:

• Someone who is over the

age of 65.

• Someone who has a disability,

long term illness or learning

diffi culty which means that they

could fi nd it diffi cult to react

to or escape from fi re. ( e.g.

restricted sight, permanent

mobility diffi culties, mental

health issues, unable to hear

a smoke alarm or limited

understanding of danger.)

• There are three or more

children under the age of ten

living in the home.

• Someone in the home has a

fascination with fi re.

• A community alarm has been

installed.

• Someone uses or stores

medical oxygen in the home.

If you are or know someone who

is in any of the above groups then

we can help reduce your risk. By

giving us a call we can visit your

home and carry out a free home

fi re safety check.

We are working closely with

Freebridge to help reduce fi res

in our communities, call now on

0800 9178137 to arrange a free

visit. Calls are confi dential and

completely free.

We are also online at

www.norfolkfi reservice.gov.uk

and you can visit us at Facebook

and Twitter.

Be safe,

Tim Edwards

Station Manager

Freebridge Chairman Ray Johnson enjoys his time on stage at last year’s

Tenant Awards

FEATUR

E✮

ENTRY FORMNomination:

Your name

Your address

Telephone (mobile or landline)

Name of person I wish to nominate

Details of nomination

Please return completed forms to: Annette Hyam, Juniper House, Austin Street, King’s Lynn, Norfolk, PE30 1DZ

✁

Everybody who

nominates will be

entered into a prize

draw to win £25

shopping

voucher.


Would you prefer to receive your Streets Ahead via email?

EMAIL OPT-IN

We publish our newsletter to make sure that you receive to the information that matters. Up until now we have only given you the option of having Streets Ahead posted to you but we’re always looking at ways that we can improve how we communicate with you. If it would suit you better to receive an electronic copy of Streets Ahead then tell us. Fill in the form below and send the slip back to: Jamie Williamson, Freebridge Community Housing, Austin Street, King’s Lynn, Norfolk PE30 1DZ. Alternatively email [email protected]

Feedback Slip

Full Name:

Address:

Email Address:

Mobile Tel (optional):

✁

At Freebridge Community Housing we value your views and the feedback that you provide us as it helps us improve our performance and we hope as a result further increases your satisfaction.

We ask tenants to tell us how satisfi ed they are by asking a variety of questions about the work we do at around the same point every year.

As a result in the next few weeks some of you should receive a questionnaire sent on our behalf for you to complete. The STAR questionnaire is a standardised tenant satisfaction survey developed by a company called HouseMark and the National Housing Federation. The survey differs slightly from the one we have used in previous years but it will still allow you to show what you think we’re doing well and what we are doing less well.

So if you get one of these questionnaires please take the time to complete and return it in the reply paid envelope provided – you might even win a prize!

OUR SURVEY SAID

Paul Leader has been a

tenant in West Norfolk for

over 15 years, during that

time he has been actively

involved with Tenants of

West Norfolk (TOWN),

National tenant groups

and a Freebridge Board

member for a number of

years. In 2010, he became

Vice Chairman of the

Freebridge Board.

Paul welcomed the chance to answer some questions for Streets Ahead to explain the role of the Board what it is like being a tenant Board Member.

Q: Are Board Members Paid?

A: Freebridge Board members are not paid (other than expenses). If you work, there is a loss of earnings scheme to cover some of the income that you may have lost as a result of attending a Board meeting. You may fi nd that skills from a current or previous job are of use to the Board.

Q: What is it about the role that you enjoy most?

A: When I see the work that is done around West Norfolk in the name of Freebridge that improves things for local people and communities that makes it worthwhile.

Q: What is it about the role that you enjoy least?

A: Not understanding something. Whenever this happens, I ask for some further explanation, as you cannot make a proper decision if you don’t understand, sitting in the dark is not an option.

Q: Does it take up a lot of your spare time?

A: It does take time and commitment to read the papers and attend the Q: What are the requirements

for becoming a Board Member?

A: You do need a certain level of competency and commitment as you do have papers to read for the meetings you attend, along with ongoing training events.

Q: Do you have to have any formal qualifi cations to be considered?

A: There are no set qualifi cations that you need to be a Board Member as help, support and full training are always available.

Q: What is it that the Board actually does?

A: As a Board Member you are responsible for the decisions that can make a difference to people’s lives, now and in the future. This includes making key decisions on policy and budgets, as well as monitoring the performance of Freebridge.

Q: Who makes up the Board?

A: Our Board is made up of fi ve tenants, fi ve independents and two Councillors. Few housing associations have this number of tenant places on a Board and we need to keep them fi lled.

meetings and training but the end result is worth it to me.

Q: Why should tenants apply to be Board Members?

A: I would like Freebridge tenants to step up and take this opportunity to bring their knowledge of local housing and local communities to decisions that may affect their communities. The worst case alternative for me would be not having the tenants’ perspective on the Board and that would mean not as much local knowledge of communities when making decisions. It is also a fantastic opportunity for personal development, it is the chance to have the responsibility of helping to drive a large West Norfolk organisation forward, and it is very interesting and enjoyable.

Freebridge is currently

recruiting new tenant board

members. If you would

like to fi nd out about the

recruitment process and how

to apply, please contact Angus

MacQueen on (01553) 667754,

or email [email protected].

OVER TO YOU: INTERVIEW WITH PAUL LEADER - TENANT BOARD MEMBER

OVE

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O Y

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JOHN COMES ON BOARDJohn Fox has joined the

Freebridge Board as an

tenant Board member. John is

a tenant at Walpole Cross Keys.

He has 30 years’ experience as

a teacher and has latterly

worked as a healthcare

manager. He also has extensive

experience of serving on school

governing bodies and as a

parish councillor.

OUR SERVICE STANDARDS: HOW WE ARE DOINGWe have made a

commitment to providing

you with a high standard of

service through our Service

Standards. Our Tenant

Panel has suggested that

we keep you updated on how

we are doing against our

Standards (see page 12) and

we are very happy to do this.

In this edition of Streets

Ahead, we are focusing on

our service standards around

‘if you make a complaint’

and ‘when we need to do any

work to your home.’

In the last quarter (October

– December), we had a total

of eight complaints. All

eight complaints were

resolved at Stage 1 of our

complaints process.

Our performance for repairs

to the end of December

2011 showed that:

• We responded to

emergency repairs on time

100% of the time

• We responded to urgent

repairs on time 99.43% of

the time

• We responded to routine

repairs to time 98.16% of

the time.

For a copy of our Service

Standards, please visit

http://www.freebridge.

org.uk/about-

freebridge.html

FEATUR

E✮

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 Matt Barber on 03332 404 444

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. Any

information gathered will be

used by Freebridge 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’S PERFORMANCE OCT – DEC 11The following information

is about Freebridge’s

performance in key

activities during the Third

Quarter of the fi nancial

year Oct to Dec 11

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 on

(01553) 667739 or at [email protected]

Performance Area Qtr 1 Qtr 2 Qtr 3 Year Annual Apr-Jun Jul-Sep Oct-Dec to date Target 2011 2011 2011 Apr–Dec 2011

Emergency repairs dealt with within target time (24 hours) – All Contractors 100% 100% 100% 100% 100% 99.4%

Urgent repairs dealt with within target time (1 week) – All Contractors 99.43% 99.07% 99.73% 99.43% 98.5% 99.0%

Routine repairs dealt with within targettime (1 month) – All Contractors 97.77% 98.33% 98.43% 98.16% 98.0% 98.4%

Rent Arrears of current tenants (excl HB Arrears), as a percentage of the total rent due for the year 1.2% 1.5% 1.3% 1.3% 1.5% 1.5%

Average Re-Let Time for empty properties - ‘Net’ fi gure including 8 9 8 8 10 12allowance for Major Repairs days days days days days days

Number of tenants evicted for non-payment of rent 4 5 2 11 - 20 14

Anti-Social Behaviour Volumetric Area

Number of Anti-Social Behaviour cases dealt with by Housing Offi cer Team 125 81 15 221 - - 306

Number of legal actions for ASB commenced in the Quarter 10 4 4 18 - - 12

Element Total Target Quarter Status YTD 3 Cumulative

Kitchens 637 656

Bathrooms 472 548

Wiring 428 341

Windows 565 603

Doors 207 413

Heating 535 549

Total 2844 3110

Decent Homes Improvement Programme: April – Dec 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 Homes works we have carried out on Non-Traditional properties.

2011/12 2010/11



Freebridge Community Housing Main Offi ceJuniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ

Telephone: 03332 404444 Fax: 01553 667701

Email: [email protected]

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.

Freebridge Community HousingNorthern Area Offi ce, Valentine Road, Hunstanton, Norfolk PE36 5EZ

Telephone: 01485 534219 / 01485 534654 Fax: 01485 535073


Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only)

For afternoon appointments please telephone.


Freebridge Community HousingSouthern Area Offi ce, Priory Centre, Priory Road,

Downham Market, Norfolk PE38 9JS

Telephone: 01366 384696 Fax: 01366 386798


Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only)

For afternoon appointments please telephone.


Freebridge Community HousingNorth Lynn Estate Offi ce, 4 Walpole Road, North Lynn, King’s Lynn,

Norfolk PE30 2DZ

Telephone: 01553 773133


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: Sophie Bates, Dave Clements, Colin Davison, Jacqueline Fry, Annette Hyam, Sean Kent, Angus

MacQueen, Jeremy Mason, Carol McIntosh, Michelle Playford, Simon Swanson

Designed by: me (& the dog) | Printed by: Barnwell Print | Circulation approximately: 7,000

DEVELOPING HOMES AND CREATING OPPORTUNITIES

FOR PEOPLE WITHIN WEST NORFOLK

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