Going Places Newsletter Summer 2008

Issu

e9:

June

2008

Free courses tohelp you live onyour own

page 6

StrathclydeHouse getsan A!

page 10

Nightstop - Canyou help makethe difference?

page 16

Welcome...to the June issue of the Going Places newsletter (formerly the Housing Needs and Support Service newsletter).

We hope you enjoy reading this newsletter. If you have any comments or questions

about it, please email [email protected]

Brindale House residents do theirbit for charity - see page 10

Housing Needs and Support Service newsletter

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Accessing our services

ContentsHousing Options 0161 474 4237

Housing Options 0161 477 2626(Out of Hours)

Homechoice 0161 474 4567

Resettlement Team 0161 474 3772

Furniture Station 0161 456 0717

Wellspring 0161 477 6344

Housing Benefit 0845 644 4303

Job Centre Plus 0845 608 8526

Welfare Rights 0161 474 3093

Citizens Advice Bureau 0870 120 4040

Stockport Victim Support 0161 477 9597

Victim Support Line 0845 3030 900

Samaritans 0845 790 9090

Stockport Advice 0845 644 4307

NHS Direct 0845 46 47

Alcohol and Drugs Service 0161 249 4080

Disability Stockport 0161 480 7248

Stockport Refugee 0161 426 9101Support Group

Going Places - June 2008 Issue 9 www.stockporthomes.org

Customer involvement

Temporary Accommodationschemes: talkback

Focus On You

Free courses to help you live onyour own

Case Study - Brindale House(families scheme)

Staff Profile

Service Standards

Brindale House does its bit forcharity

What’s going on at your scheme?

Housing benefit changes open upthe private sector

Quiz corner

Compliments, complaintsand comments

Facts and figures

Repairs at TemporaryAccommodation schemes

Can you make the difference?

Useful numbers

If you would like a copy of thisnewsletter in large print, Braille,on audio tape or CD, pleasecontact the ServiceImprovement Team on 0161474 2860 or email:[email protected] free interpreting service isavailable if you need help withthis newsletter. Pleasetelephone StockportInterpreting Unit on0161 477 9000. [email protected]

Going Places - June 2008 Issue 9www.stockporthomes.org 3

Customer involvementhave your say and make things happen

At Stockport Homes we believe the only way to improve services is to ask thepeople who use them what they think. Below are some of the ways you can giveus your ideas...

Stockport Homes’ TemporaryAccommodation Expert Panel (TAEP)The TAEP is a group of residents who meetevery six months to talk about theirexperiences of living in TemporaryAccommodation.

At the last groupattendees told uswhat they thoughtof this newsletter.As a result wehave includedmore pictures, aword search anda useful numberspage. The Healthand Safetyposter on the leftwas also createdusing ideas fromthe TAEP.

You may also notice that this newsletter has a newname, ‘Going Places’ – this was suggested bythe TAEP and residents voted on the name atbrunch clubs as you can see above.

We may ask you to spare ten minutes of yourtime for a friendly chat with your Project Workerduring a quiet period at the weekend.

The last time we did this, residents told us how we couldimprove their rooms. We have since ordered new lamps andchairs for residents’ rooms.

Weekend Consultation

PP

PP

PP

PP

What we did…

Showers have now been installed in all theclusters at Strathclyde House

A full digital aerial system has been installed at Brindale House

A brand new perimeter fence is being put up which should make residents feel morecomfortable

Each resident now has their own fridge in their room at Buxton Road

What you said…

Please can we have showers in our bathrooms as we think baths are unhygienic.

Can we have new aerials as we cannot watch TV?

We would like more security at Brindale House?

We are having problems at Buxton Road with food going missing, please can we have our own fridges.

4 Going Places - June 2008 Issue 9 www.stockporthomes.org

Residents and Project Workers hold monthly meetings at our Temporary Accommodationschemes to discuss ways to improve services. This is our regular section where we tell youwhat we have done as a result of your input at these meetings.

Temporaryaccommodationschemes: talkback

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As you can see from the items above, wereally listen to your comments and wherepossible act on them. So please come alongto the next resident meeting and meet me,because if you don’t tell us what you need,we don’t know!

Dont forget, you can also put your ideas in thesuggestion boxes which are available at all theTemporary Accommodation Schemes.

Tel: 0161 218 1368Email: [email protected]: 07800 617 690 or visit our website at

www.stockporthomes.org

I hope to see you soon!

StellaStella CookCustomer Involvement Officer

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FocusOn You

Focus On You is a group where theusers of Resettlement and TenancySupport services come to meetofficers and have their say on theservice they receive. The meeting isfriendly and informal and we alwayshave fun as well as talking aboutimportant issues.

What have we done so far?

• Attendees have designed posters promoting Resettlement Services.

• Ideas were given for the Resettlement Welcomepack, including adding Councillors’ contact details.

• Suggestions for improvements to the FurnishedTenancies Pack were given including making the packages more flexible. This is important feedback for officers and will help with future planning.

• We have had guests from Work Solutions talk to us about employment options.

Any service-users of Resettlement and TenancySupport are welcome, so if you fancy a nice cupof tea and a chat with officers, come along to thenext meeting.

The fun and informal group for the users ofResettlement and Tenancy Support Services

If you would like to attend the next meeting eitherspeak to your Resettlement or TenancySupport Officer or your Customer InvolvementOfficer, Stella Cook on 0161 218 1368or email [email protected]

At Temporary Accommodation Residents’Meetings and Focus On You events you told usthat you wanted to do basic DIY courses to helpyou in your home. ‘Making Your House A Home’teaches basic DIY skills in a fun and friendlyenvironment over a couple of hours a week at theLapwing Centre in Brinnington.

The course has been run twice now andattendees have learnt how to:• wire a plug;• wallpaper;• measure for a blind; and• put up shelves.

In the final week they made a canvass which theytook away to display in their own home.

Donna Brignano had this to say about the last‘Making Your House A Home’ Course:

‘I learnt loads of new skills and made lots of new friends. Since the course I’ve already put lots of plugs on and put up curtain rails, next week I’m even going to put some shelves up. It was a really great course and I’d recommend it to everyone!’


Basic DIY skills to help you improve your home

Like the sound ofthis?Stockport Homes runs a free customer training programme, Skillsfor Life including courses teaching skills such as budgeting,gardening and healthy eating. ‘Making Your House A Home’ hasbeen extended into a full 18 week course starting in June 2008,including comments made by the initial attendees of the course. Tobook a place, please contact Stella Cook your CustomerInvolvement Officer on 0161 218 1368 or ask your ProjectWorker or Resettlement Officer.

An attendee at the ‘Making your House aHome’ course, shows off the canvasses shemade at the course.

Going Places - June 2008 Issue 9 7

Louise*, Paul* and their three childrenmoved into temporary accommodation inJuly 2007. The family had moved aroundseveral times in a short period of time. Thismeant they felt extremely unsettled andinsecure.

When the family moved into Brindale House theyhad no support network and had suffered extremefinancial and emotional hardship. They were underincreased strain at the prospect of moving intotemporary accommodation with three youngchildren, in an area new to them.

The family received help and support from theProject Workers at Brindale House, who helpedthem to settle into their temporary home andapply for all the benefits they were eligible toreceive. The family’s allocated Project Workerhelped Louise and Paul complete theirHomechoice application form, so they could bidfor properties.

Louise lacked self-esteem and had very littleconfidence when she moved to Brindale Houseand had previously found it difficult to makefriendships. The whole family were encouraged tojoin in with the many activities and events goingon at the scheme, including the weekly brunchclubs, art classes, cookery classes, donation daysand furniture restoration sessions. Over a period of seven months Paul and Louisebecame regular attendees of our monthlyResident’s Meetings. Some of their suggestionsfor the improvement of Brindale House weresuccessfully implemented, such as the free loan ofoutdoor sports equipment to children living at thescheme.

Louise and Paul are also members of StockportHomes’ Young Tenants’ Group. In September2007, Lorraine attended the first StockportHomes’ Temporary Accommodation Expert Panel(TAEP), a group set up to discuss and challengethe policies and procedures of Stockport Homes.

During their time at Brindale House the family alsoengaged with Social Services, Education Welfare,local Health Visitors, Adult Learning Classes and

the Citizens Advice Bureau. As a result, the familywere able to budget their finances to prepare fortheir forthcoming move. The children are nowregistered in good schools and are now gettingthe learning support they need. With the help oftheir Project Worker, Loiuse and Paul haveorganised some counselling for their children, tohelp deal with events of the past. Lorraine hasalso successfully completed several educationaland vocational courses while staying at BrindaleHouse.

In November 2007, staff at Brindale Housenominated Louise for the Stockport Homes’Customer Awards Scheme, a thank you for thecommitment and determination she has shown inturning her life. Louise was successful in one ofthe categories.

Brindale House(families scheme)

CaseStudy

* not their real names.

“Since August 2007 I have achieved somuch. I’ve made friends for the first timein 11 years. I became Parent of the Year2007 for Stockport Homes. I am currentlyattending my second course called‘Speak Easy’ and completed my firstcalled ‘Make Your House a Home’, andI’ve signed up for many more. My Project Worker, Maxine has beenincredible; she has listened to everything,helped me find and enrol on courses andencouraged me to take the right steps fora better future”. Louise


Service StandardsBelow are the Service Standards for Housing Options,Resettlement and Temporary Accommodation.

Standard

Keep average waiting times for those with an appointment to seea Housing Advice Officer below 10 minutes

Provide written confirmation of the outcome of Housing Options /Homelessness interviews

Make homelessness decisions within 33 working days

Visit rough sleepers within 24 hours of notification

Assess everyone referred to us within 3 working days

If we cannot help, we will send a letter explaining why within5 working days

You will be given an information pack on signing up to theservice containing information local to your area

We will make an initial assessment of your needs when yousign-up to the service

Initial completion of the Support Plan will be undertaken at sign-upor within 10 working days afterwards

Provide accommodation that is safe, clean and meets theTemporary Accommodation Re-let Standard

Ensure that the reception and communal areas are clean, tidy andsafe

Maintain appropriate standards of safety and security throughoutthe accommodation

Make an appointment with each new resident to explain theservices available to them within the scheme

Provide all residents with a needs assessment interview within 2weeks of entering the scheme

Hold regular resident meetings, at least every six weeks and moreoften as necessary and provide feedback to service-users fromeach meeting

We are keen to hear what you, our customers, would like us to monitor and report on.Please let us know what you think, by contacting us using the details on page 2.

Target

below 10 mins

100%

85%

100%

95%

95%

100%

95%

95%

100%

100%

100%

100%

100%

100%

Outcome(Sept. 2007 - March 2007)

6 mins

100%

87%

100%

99.6%

100%

100%

100%

100%

98.5%

94.8%

93.4%

98.8%

81.1%

95.2%


At the beginning of April following a week longinspection by the Supporting People Team,Stockport Homes’ temporary accommodation unitfor women and young children - StrathclydeHouse was awarded the top award of grade A.This was followed shortly afterwards with BrindaleHouse being awarded a grade A. Buxton Road isgoing to be inspected in May.

The Supporting People programme is committedto providing a better quality of life for vulnerablepeople to live more independently and maintaintheir tenancies. The programme provides housingrelated support to prevent problems that can oftenlead to hospitalisation, institutional care orhomelessness and can help the smooth transitionto independent living for those leaving aninstitutionalised environment.

Brindale House residentsdo their bit for charityThe residents at Brindale House, temporaryaccommodation scheme for families have gottogether to do their bit for charity.

On Saturday 15 March, they held a sponsored funrun around Brinnington to raise money for SportsRelief. They dressed up and had a family fun dayat the same time.

Seventeen residents took part; this included tenadults, seven children and one pet dog! Theresidents raised a total of £500 for SportsRelief.

Elizabeth Hughes, Project Worker said,

“I thought a fun run would be a good way to get residents involved in Sports Relief and to take their minds off their own situation. We all really enjoyed taking part and doing our bit”.

Stockport Homes is the first organisation toachieve a grade A award in Stockport, andone of relatively few within the whole of thenorth-west area. The inspections involve checkingmany different aspects of the service from policiesand procedures, support plans, the livingenvironment, but also by talking to staff, residentsand partner agencies.

Simon Welch, Homeless Services Manager atStockport Homes said,

“This result is great recognition of thehard work that happens at the schemesbut also demonstrates the commitmentof Stockport Homes to its morevulnerable and much valued customers”.


What’s going on atyour scheme?Since autumn 2007, there have been a number of developments ateach of the three temporary accommodation schemes, many ofwhich have come from requests from service users themselves.

Welcome pack for residentsThrough consultation with residents, we wereinformed that service-users struggled when theyboth first arrived at the schemes and also whenthey left to move into their own accommodation.Often service-users have very few belongings, andare unable to afford essential items. In partnershipwith the Sustainability Manager, Housing Optionshave funding for all new residents to receive awelcome pack from spring 2008. The pack willinclude grocery items such as bread, milk, tea andcoffee, as well as other important items such astin openers, tea towels, kettles and bedding tohelp them when they move on to their new home.

English classes for speakers ofother languagesBrindale House temporary accommodationscheme for families, is now offering its refugeeresidents a weekly English lesson provided byContinuing Education. This is helping residents tobecome independent, settle into the communityand leading to an increase in communicationbetween Project Workers and residents byreducing the need for interpreters.

Resident Handbooks Throughout the winter, allresidents at thetemporaryaccommodationschemes were providedwith an up-dated andimproved handbook,with all the informationthey might needthroughout their time atthe schemes.Residents are able to

go through the handbook in their own time or aska Project Worker for help. The Handbook coversall aspects that the service-user might need fromlocal services, scheme and housing information.

Children’s Play and Free-TimeWorkersFollowing a bid to the Big Lottery Fund, moneyhas been secured to employ two Children’s Playand Free-Time Workers to be based at BrindaleHouse for the next three years. The workers willsupport the resident families to enjoy more play,more often – which is key to children’sdevelopment. Once they are in post the workerswill be consulting with residents and children andthen organising a programme of eventsthroughout the year.

Scheme appearancesBoth Strathclyde House and the Buxton RoadCentre have seen a number of redecoration andrefurbishments taking place over the past coupleof months following consultation with residents ontheir priorities. At Strathclyde House, newbathrooms have been fitted, whilst at the BuxtonRoad Centre, residents bedrooms are beingredecorated on a rolling programme with newflooring, furniture and decoration - which has beenchosen by the residents themselves.

If you would like more information on thedevelopments that are taking place atStockport Homes’ temporaryaccommodation schemes, or have an ideathat you would like to discuss pleasecontact Joanne Claridge, HomelessnessStrategy Development Officer, on0161 474 3716.


Housing benefit changes open up the private sectorand could give you £780 per yearChanges to the way the HousingBenefit System works from 7 April2008 looks likely to make privaterented accommodation in theBorough an easier and moreaffordable option for those on benefitsor low incomes.

In the past, the maximum amount of housingbenefit that would be paid in the private sectorvaried from property to property and this made ithard for people to know in advance howaffordable a tenancy would be. Under the newsystem, the maximum amount paid is a flat rate,called a Local Housing Allowance (LHA) that isdetermined by the size and make up of thehousehold and not the location or type of property.When people approach a landlord or lettingagency, they can now work out in advancewhether they can afford a tenancy, removing thelikelihood of ending up with a housing benefitshortfall. The allowances that have been set are inmost cases higher than the previous rent officerassessments, which should make private sector

accommodation a far more attractive option tothose in housing need. In addition, if people findaccommodation with a rent level lower than theLHA they receive, they can keep the differencetowards their general living costs (up to £15per week or £780 a year).

With the acute shortage of social housing inStockport, Lauren Dailey, Rent Bond Officer,explained, “Along with the rent bond schemewhere we provide a deposit, this new schemeshould make the private sector a moreattractive option to single people and familiesin housing need, increasing choice andreducing the numbers of people becominghomeless”.

Further information about theRent Bond Scheme andaccessing private sectoraccommodation can beobtained from Lauren Dailey,Rent Bond Officer on 0161 4742643. The levels of the newallowances are available on Stockport Council’swebsite at www.stockport.gov.uk /benefits


Can you find find these words in the wordsearch?

resettlementfurniture stationrentbondfurnished tenancieshousing benefitcouncil taxeducationtrainingmediation

budgetingadvicefamilyinterventionprojectcommunityasylumrent arrears

QuizCorner

In this issue we have included a wordsearch.!

There is a £20 prize for the winner!

Give your completed wordsearch to Stella Cook.

Keep your eye out for the answers, which we will include in the

next issue of ‘Going Places’.


Compliments, complaintsand comments

We hope you, our customers, know that we work hard to try to understand and meet your

needs. As part of this we are very keen to have feedback. We welcome feedback in many

forms and have also created a form that we hope make the process easy, that you can

post to us for free. This is available at all of our temporary accommodation sites, offices,

and from Stockport Homes’ staff. You can also call your scheme, Area Housing Office or

Customer Feedback Officer on 0161 474 2600. You can also complete the form on-line at

www.stockporthomes.org

Here is the feedback we have received from July 2007 to March 2008, for the Resettlement, HousingOptions and Temporary Accommodation Teams:

TopicLandlord concerned over advice given aboutnotice to end a tenancy

Attitude of staff member giving advice

Overcrowding following being found intentionallyhomeless

Wanting to keep a dog at Brindale House

Lack of customer care at Housing InformationCentre / Homechoice

Tenant undergoing a mutual exchange concernedabout advice given by the Tenancy Support Officerconcerning timescales for repairs andrefurbishment

OutcomeLandlord advised of correct notice and proceduresneeded if wanting to bring a tenancy to an end

Apology for any upset, ensured advice given isaccurate and that Homechoice application hascorrect points

Advice on options provided

Advised that dogs are allowed in a kennel but theyare currently full. Dog staying with parents in themeantime. Unfortunately, dogs are not allowed tolive in the building for various reasons – these arein accordance with the rules that apply to tenantswhen rehoused

Training and awareness raising of needs of peoplewho need extra support

Outcome - advice clarified and complaint resolved.

No specific suggestions for service improvementwere received during the period but very manycompliments were - so many that we cannot fitthem here, although we are very grateful.Examples include:

• “I think all the staff here are all great and really helpful and will be sorry to leave”

• “Just a quick note to say thank you for all your support and all the help you have given me andmy son, you have made a better life for us both”

• “.. you made it a lot easier for us and made a big difference to our lives”

• “I enjoyed my staff”• “.. the staff were exceptional and looked after

us and made us feel at ease. I received lots of support and help to deal with everything.”

• “Very speedy service, got me somewhere to livewithin minutes.”

Remember, we really want to hear from you -good or bad - so that we can improve!


Facts and figures(October 2007 to April 2008)

Housing Options Service

Total number of decisions about homelessnessFull-duty decisionsNon-priority decisionsMain reasons for homelessness

• Asked to leave by parents• Domestic violence• Loss of private rented tenancy

Number of visitors to the Housing Information Centre Average wait for an interview% of customers from a black or minority ethnic (BME) backgroundAverage number of days to answer letters

Temporary AccommodationScheme

FamiliesSingle menSingle women /mums and babies

Numberaccommodated25510555

% from BMEgroups13.8%2%3.6%

Average length of stay(days)526690

Resettlement Service

241 households (including individuals) were referred to us for resettlement or tenancy support5946 hours of support were provided to 165 households2219 visits to service-users in their homes were completed

At the end of this period, of the 114 cases closed:

86 have completed a package of support and aresuccessfully resettled

22 remain in their properties but have decided not tocontinue using the service

1 have been admitted to hospital, long-term

1 have died

0 has been evicted

4 has lost contact with the service

1419031

311412

101885 mins

11%2

number of repairs ordered, with 47 jobs orderedbetween July and December 2007, Buxton RoadCentre recorded 12 repairs and Strathclyde Housenine. Overall, a healthy 96% of repairs werecompleted on time.

(July – December 2007)

Please report any repairs at the TemporaryAccommodation schemes to your Project Worker.


at TemporaryAccommodationSchemes

Nightstop - Can you help make the difference?Nightstop in Stockport is a project, which providesemergency overnight accommodation for 16-25year old single homeless people in the homes ofapproved and trained volunteers. We areapproaching our 14th year in providing a safealternative for vulnerable young people who mayotherwise be sleeping on the streets.

Nightstop is looking for volunteers who can offer asafe environment for young people in anemergency need for one night at a time. The roleis not a full time one and you may only be calledon every month or so or more if you are able tocommit to do so, but we are in need of 'hosts'with a spare bedroom to help accommodate

these otherwise at risk young people. 'Hosts' aresingle people, couples or families, who feel theycan make the difference to what some youngpeople are faced with. Each young personreferred to Nightstop is given a full riskassessment as to their suitability to the scheme asare all the volunteers who wish to be part ofNightstop. Volunteers will be trained, CriminalRecords Bureau (CRB) checked and offeredongoing training.

If you would like to know more about what we doand how to become a volunteer, please contactVicki or Mags at Nighstop on0161 474 0520.

Making the Temporary Accommodation schemespleasant and safe places to live depends uponmaking sure repairs are done to a high standardand on time.

To help with this, residents are encouraged toreport faults whenever they see them and areinvolved in monitoring performance and makingsuggestions for improvements to the repairsprocess.

For example, Stockport Homes’ residents havepreviously been involved in the setting of servicestandards. More recently, special efforts weremade to encourage residents to feedback on theservice standards relating to repairs. As the largestof the schemes, Brindale House has the highest

Brindale

Buxton Road

Strathclyde

Overall

RepairsOrdered

47

12

9

68

Completedwithin Target

45

12

8

65

%

96%

100%

89%

96%

Going Places Newsletter Summer 2008

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Transcript of Going Places Newsletter Summer 2008