l r CoastLines · 2019. 4. 5. · Blue Flame Director Mark Bolitho sign the 10-year contract,...

CoastLinesGREAT HOMES, GREAT SERVICES, GREAT PEOPLE

THE MAGAZINE FOR COASTLINE CUSTOMERS | ISSUE 44 | APRIL 2017

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£19.9million for new homes in Cornwall

Enter our new online garden competition

Welcome home to our new Crowntown residents

CATH awards: full results run-down

Customer away

day thrills and

spills…This year we

’re going to Flambards o

n Friday 1st

September 2017

Find out how to apply for

your ticket inside!

Stars of

Cornwall

award w

in for

Coastlin

e!

www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 2017 www.coastlinehousing.co.uk • COASTLINE HOUSING • APRIL 20172 3

Coastline House4 Barncoose Gateway ParkBarncoose, Redruth TR15 3RQTel: 01209 200200

Email:[email protected]

Remember! You can also report repairs, pay rent and a variety of other things through our free app. Search for Coastline Housing in your app store.

Welcome to this edition of CoastLines

The headline news for this edition is the launch of another customer away day, and your chance to apply for tickets.

This year we are heading to Flambards which promises some great thrill rides for the dare devils out there, and some great exhibitions for those of you not so keen on getting an adrenaline fix!

You can find out how to apply for tickets in this issue of CoastLines. It’s already shaping up to be a great day.

Contact us

There’s also a whole host of news about our development projects in Cornwall and some new contractors we’ll be working with in future to keep your homes well maintained.

As always, if you would like to contribute to this magazine or have any ideas about what we should feature, please do get in touch.

Best wishes Cheryl Houghton

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Welcome

Editorial Action Team membersLynn CurnowBabs EvesonWendy KirkpatrickKelvin LightfootSylvia PoverMarion Wright

Please contact any of the above with your ideas for future articles or send them direct to the editorial office at Coastline House.


4Fantastic Flambards!Find out about our customer away day and apply for tickets

7£19.9million for new homesCoastline has been awarded a significant amount of funding for more new homes in Cornwall

17Welcome home!New residents move in at Crowntown

20Green fingers?Enter our new online garden competition

22CATH awards!Your full round up of winners from our Customers at the Heart awards

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Contents

Coastline Talks 4 Homes and Communities Agency funding for new homesNew 10 year contract with Blue FlameStar of Cornwall awards and the Hub awardsColouring comp

Technical Services 12Legionella and outside taps – some adviceSouth West Water money saving adviceMeet the contractors!

Development Update 15A round up of our latest Development news

Making Improvements 20New online garden competition!

Community Investment 25CATH awardsIF job fairFunding awarded to community groups

Income Management 29Advice from Christians Against Poverty

Independent Living 31Have you heard about our Miners Court day centre?

Tenancy Management 32 Thinking about moving home?

Partnership Working 34 How Handyline can help youRVS Befriending Service

Your Say 38 Poetry and a Cornish recipe from Sylvia Pover!

Performance 40 How are we performing?


Flambards was the ‘most wanted’ on our feedback forms from previous years so we are thrilled to be able to oblige!

The Away Day is a FREE day out for Coastline Customers only. We will only accept one application per household.

Closing date for applications is Friday 30th June 2017 and if you are lucky enough to be successful in the draw we will contact you the week commencing Monday 10th July 2017.

For this year’s away day, customers have voted for a new venue and we’re thrilled to announce that we will be heading to Flambards, Helston on Friday 1st September 2017.

Roll up, roll up! Who’s coming to Flambards with us?

“Well organised and catered for our whole family.”

“We had a great time!”

“Kids loved it!”

“A very enjoyable event.”

Here are some quotes from customers who attended last year’s event at Springfields:

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Roll up, roll up! Who’s coming to Flambards with us?

Jackie Thomson, Community Investment Officer says: “The Away Day is a really important event in the Coastline calendar as it gives us an opportunity to get feedback from customers we might not always get to speak to. It’s vital that we talk to our customers about the services we deliver and how we can improve them.”

To start the day you will be asked to visit consultation zones hosted by Coastline staff and involved customers from our Away Day Committee. There will also be the chance to meet senior members of staff and Board Members.

Film show, face painting and temporary tattoos will be available to keep our younger guests entertained while their parents are speaking to us!

After passing through the consultation zones, you will be free to enjoy Flambards for the rest of the day.

“Really good family day out and finding out about Coastline was a bonus.”

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Online: www.coastlinehousing.co.uk/customer-away-day

By email: [email protected]

By messaging us on Facebook – just search for Coastline Housing

You will need to provide:

Name and address

Household names and ages (of those who wish to attend)

Special requirements (e.g. wheelchair user)

We are providing a free bus service from Camborne and Redruth.

Make sure your request is in by the deadline of 30th June 2017.

If you are unable to do any of the above, please leave an answerphone message on 01209 200270 and provide the following details – name and address, household names and ages and special requirements.

Good luck!

You can apply for a ticket in the following ways:


A Cornish heating contractor, started by two former British Gas engineers, has formed another 10 year partnership with Coastline Housing.

Blue Flame, of Penryn, competed with other providers in a rigorous tender process to win the contract worth an estimated £17million.

Mark England, Head of Technical Services at Coastline Housing, said: “Blue Flame has provided our customers with heating and electrical services for the previous 10-years as part of our former partnership arrangement, but the latest tender process was by no means a foregone conclusion.

“The multi-million-pound opportunity was opened for tender throughout the European Union and several major companies took a keen interest, so this really is a tale of a local company doing incredibly well to compete against others within the industry nationally.”

Under the terms of the partnership, Blue Flame will provide round-the-clock breakdown cover, new installations and servicing for all heating and electrical systems within Coastline’s 4,200 homes across Cornwall.

Blue Flame director, Paul Smith, said: “We’ve enjoyed building a strong relationship with the Coastline team over the last decade. It’s been great to see both organisations grow during that time, and to have an opportunity to build on that over the next 10 years is fantastic.

“We have a team of over 100 people at Blue Flame and they have all played a role in us regaining the contract. Their dedication and expertise is key to our success.

“Our message is simple: we do. And we do like working with clients across Cornwall to provide heating, plumbing and electrical support.”

A deal for a decade

Local companies agree new 10-year partnership

Deal for a decade! Chairman of Coastline Housing Derek Law MBE (left) and Blue Flame Director Mark Bolitho sign the 10-year contract, watched by (left to right) Paul Smith of Blue Flame, Mark England, Louise Beard, Michael Bennett and Allister Young of Coastline Housing and Simon Foxhall of Blue Flame.

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Coastline Housing has been awarded £19.9million by the Homes and Communities Agency to develop 499 new affordable homes in Cornwall by 2021.

The homes will be developed at sites across Cornwall and will include more than 200 shared ownership homes for part-buy, part-rent, as well as properties for affordable rent.

Allister Young, CEO of Coastline Housing, said: “This is amazing news for Cornwall. The housing crisis is felt keenly in our county and affordability of new homes is a major problem for many. This funding will enable us to build just short of 500 new homes of varying sizes across Cornwall to meet housing need, and will be a major boost to the local job market and economy.”

The funding awarded will also cover a 50-bed extra care scheme that enables older people, or those with a disability, to live independently at home for longer. This sort of scheme has care and support assistants on-site 24 hours a day and is designed to allow residents to live independently in self-contained homes, whilst having the reassurance of full-time on-site care and support if needed.

£19.9million for new homes

Coastline Housing is awarded funding for 499 new affordable homes

Additionally, 160 of the new homes planned will be part of the Government’s ‘rent to buy’ scheme, a new product that will give people the chance to rent at a discount and save a deposit to buy their home.

Allister adds: “This funding is being carefully invested to take into account the wide range of housing needs in Cornwall – servicing not just those who wish to rent at an affordable rate, but also those people who wish to enter into low cost home ownership.”

The first homes from this round of funding will start on site later this year, and the last will be completed by the end of 2021.

In total, taking into account other funding and its own income streams, Coastline has committed to building 1,000 new affordable homes in Cornwall over the next four years. These will not only house 1,000 families, but will lead to the creation of over 900 jobs and add over £40 million to the Cornish economy.

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Rebecca Jinks, Coastline’s Income Manager, scooped Employee of the Year at The Hub Awards ceremony. She was nominated in recognition of her swift career progression since joining Coastline as a Housing Apprentice in 2011.

Rebecca said: “I was thrilled to be shortlisted for the Hub Awards Employee of the Year, so to win is just amazing! My special thanks must go everyone at Coastline Housing, especially Louise Beard, our Director of Housing, Assets and Communities, and Kevin Brown, Head of Housing Services. Their support since I joined Coastline as an apprentice, plus the company’s career development programme, has been so encouraging. I would also like to thank The Hub for hosting such a wonderful evening, giving me the chance to meet so many talented people from businesses across Cornwall.”

Louise Beard, Director of Housing, Assets and Communities said: “We are very proud of Rebecca’s shining example of success. From

Hub award for Rebecca

A Coastline Housing employee has won a top Cornish business award.

Rebecca Jinks, Coastline Housing’s Income Manager, with her Hub Employee of the Year Award.

apprentice to manager, now responsible for the collection of £20 million per year, in the space of three and a half short years. This reflects Coastline’s strong commitment to career development, where we closely support the ongoing professional growth of our employees.”

In financially difficult times, with many customers experiencing hardship following the introduction of Welfare Reform, Rebecca has delivered Coastline’s best ever rent arrears performance, bucking the national trend for increasing arrears by placing the company in the top 5% of national performers in the sector.

Philip Bearne, Coastline Housing Board Member, added: “What an achievement by Rebecca. I would also like to congratulate all those who helped her along the road to this moment of glory. I knew she was outstanding when I shadowed her work. What a great inspiration to us all.”

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Rebecca Jinks, Coastline Housing’s Income Manager, with her Hub Employee of the Year Award.

“Coastline was incredibly proud to be shortlisted as a finalist at the Stars of Cornwall Awards in March, and even more delighted that we won the Star Company award! Huge thanks to anyone who took the time to nominate us, we are truly honoured.”

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Congratulations to Mia Johns, age 10, from Porthleven for winning the last competition.

If you are reading this electronically, feel free to print out this page.

If you are aged 10 or under and would like the chance of winning a £5 Tesco voucher, why not enter our colouring competition.

Just colour in the picture here, and send it to us at the usual address, marked ‘Coastline colouring competition’.

Remember to fill in your details below. Entries will be

judged by the Editorial Action Team members.

Name

Address

Age:


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As part of our inspiring futures project, Coastline welcomed another 11 work placement candidates into the business during March. The candidates will spend eight works working with and shadowing our staff, while undergoing a wealth of training and development all aimed at helping them get back into the workplace.

They are pictured here on their first day. Each work placement will leave us having gained a number of different qualifications and a reference from Coastline Housing. To date, we’ve seen a fantastic success rate with the majority of our candidates entering back into the workplace or training following their placement with us. When they ‘graduate’ we will be sharing the celebratory photographs on our Facebook page so do keep an eye out!

Clients from the Coastline Homeless Service have produced a collection of artwork that we have displayed on our Facebook page.

Many of the clients discovered their talent for painting and drawing through workshops run by the Homeless Service and, for several, the therapy they found in art really helped them find focus in their lives and begin their journey away from rough sleeping.

Welcome to more work placements!

Homeless Service Art Gallery – online now!Many of our artists have never displayed their work publicly before, so do log onto our Facebook page and take a look at their work. We think you’ll be impressed!

The clients hope to add more pieces as time goes on, and would love to receive any constructive feedback or comments you may have via Facebook.

We’ve printed a selection of the pieces on this page to give you a flavour of what they’ve been able to achieve.


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Staff at Coastline Housing have donated over £2,300 to Cornwall Hospice Care. Colleagues at Coastline Housing in Redruth held events throughout 2016 to raise funds for the local charity. From cake bakes to big breakfasts, a fun sports day to tough fitness challenges, people from across the company contributed enthusiastically. They presented a cheque for the grand total of £2,318.46 to Cornwall Hospice Care’s Head of Fundraising, Oliver Hoare. Coastline Housing’s Liz Bracelin added: “Every year staff at Coastline Housing choose a charity to support. It’s been an especially rewarding 12 months as so many people in Cornwall are touched by Cornwall Hospice Care’s work. To be able to offer our support while joining in fun events makes it all feel so worthwhile. Our regular dress-down days were very popular, and the first ever dog show held at the Miners Court Extra Care complex in Redruth proved to be real hit with animals and owners.”

Charity update!

Staff get the opportunity to vote each year to select a charity to support. For 2017, colleagues have voted to support Penhaligon’s Friends. This is a Cornish charity supporting bereaved children, young people, parents and carers throughout the county. They offer children and young people the chance to meet others and share their experiences, as well as practical resources for children and parents.

Oliver Hoare from Cornwall Hospice Care receives the cheque from Coastline Housing staff.


Legionella and outside taps.

The facts watered down…

Coastline Housing is committed to protecting the health, safety and welfare of our customers and we recognise that the risk from Legionella bacteria may arise in customer’s homes.

What is Legionella? Legionella are bacteria that are common in natural rivers and lakes, etc. and artificial water systems, (e.g. hot and cold water systems storage tanks, pipe work, taps and showers). Legionella are usually associated with larger water systems but they can also live in smaller water supply systems used in homes and other residential accommodation.

Legionellosis:

This is the collective name given to the pneumonia-like illness caused by legionella bacteria. This includes the most serious Legionnaires ’ disease, as well as similar but less serious conditions.

How do people get it?

• People catch Legionnaires’ disease by inhaling small droplets of water suspended in the air, which contain the bacteria.

• You cannot get Legionnaires’ disease by drinking water.

• The bacteria have to be in very small droplets like spray from a shower or tap. In domestic properties the risk of Legionnaires’ disease is rated very low.

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Legionella and outside taps.

The facts watered down… Guide for use of outside taps:

Stagnant water favours Legionella growth. To reduce the risk you should remove dead legs/dead ends in pipe-work, flush out infrequently used outlets (including showerheads and taps) at least weekly and clean and de-scale shower heads and hoses at least quarterly.

If you require an outside tap:

• You must ask Coastline Housing for permission

• Work must be carried out by a Coastline approved plumber

• Bib tap with double check valve to be used only

• All materials including bib tap must be WRAS approved fittings

• Customer to be made aware of legionella risks

• Taps need to flush weekly to prevent water stagnation.

Handy tips:

• Flexible garden hoses should not be left in the sun for a long period of time. If the hose is not used often and contains stagnant water there is an increased risk of bacterial growth. To prevent any risk you should make sure the hose and systems are drained after use.

• Make sure you empty watering cans after use.

Ways to prevent breeding in stagnant water:

• When taps in a property are not used for one week or more, each tap should be run for 2 minutes including any in your garden (e.g. outside tap)

• The shower head should be run on a weekly basis• Stagnation can be prevented by introducing routine flushing programmes and reducing the volumes of stored water.

If there’s anything else you are unsure about, or would like advice on, please give us a call. We are here to help!

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For more information or to receive an application form for one of our special tariffs, call our Accounts helpline on 0344 346 1010.If you are struggling to pay your water bill, please don’t ignore it. You can contact our Debt Helpline on 0800 083 0283, so we can talk through the different options that are available to help you.

The WaterCare tariff is for our metered customers who are on a very low income. To qualify, you must be receiving one of the following means tested benefits:

• Housing Benefit• Income based Job Seekers Allowance• Income based Employment Support Allowance• Income Support• Guaranteed Credit element of Pension Credit• Universal Credit (Housing element)

The tariff offers a discount between 15-50% off your water bill. An income assessment is carried out to determine your eligibility.

Advice on Tap

Technique Property Services have provided external decoration services to Coastline customers for over 10 years so it is with regret that we bid them a fond farewell. This area of work will now be carried out by our own “in-house” team, Coastline Services. It is planned that many of Technique’s dedicated operatives will transfer to Coastline as part of the arrangement.The new 5 + 5 year partnership will formally begin in April. Coastline will continue to build on the success of Technique and combine this with the potential to work more efficiently through Coastline Services.

At South West Water we have advisors who will help you to find out if a meter could save you money and they’ll help you with the necessary forms if you want to switch. It’s free and if, within 24 months, you feel it’s not right for you, you can go back to an unmeasured charge.

The WaterSure tariff may help you to reduce your bill if you have a water meter and receive certain benefits, and if someone in your home has a medical condition that means extra water has to be used, or if you have three or more children living with you.

Each year, 20,000 people in Devon and Cornwall save an average of £300-£400 per household just by having a water meter fitted.

The WaterSure tariff helped Sarah of St Austell, who was paying £82 a month based on her rateable value charges. As Sarah has three children living at home and is receiving the right qualifying benefits, we identified she was eligible for the WaterSure tariff so we arranged for a water meter to be installed. Sarah is now saving £480 a year.

The WaterCare tariff helped Mr C of Helston, who was struggling with his household bills. He has a water meter and applied for the WaterCare tariff as he receives the guaranteed element of Pension Credit. The tariff has reduced his water bills by 15% saving him £108 off his annual charges.

Painting and Repairs – Meet the Con

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Residents settle in at Playing Place

Proud new residents have been settling in to 15 new affordable homes built next to a Christmas tree farm at Playing Place near Truro.

Coastline Housing was able to offer local families 10 properties for affordable rent and five for shared ownership.

The development has been named Prasow Pyski which is Cornish for Pisky Meadows, reflecting the Christmas tree farm that many people locally will know – Pisky Farm.

For one new resident in particular, Christmas really did come early thanks to a real team effort to provide a specially adapted bungalow on the development to enable him to live an independent life outside the family home for the first time.

Ryan Blakey, who has a number of different complex needs, required a bungalow in the Playing Place area so that he could live close to his family and still maintain an independent life in future with the support of a care team.

His sister, Victoria, explains: “The timing of the build at Prasow Pyski tied in unbelievably with us finally coming to terms with the fact that we needed to find Ryan a future home.

The team that worked so hard on the specially adapted bungalow stand with Ryan’s sisters and mother towards the end of the build. From left to right: Kevin Williams of Kier, Victoria Perry, Georgina Hayman of Coastline Housing, Louise Blakey, Carol Blakey and Anthony Bassett of Taylor Lewis.

“From the start, we have been very lucky to have a team around us who managed to help us acquire the property at the planning stage. This allowed us all to have frequent talks about what specialist things would be required for Ryan to have the best future in this build. We’ve had countless opportunities to visit the site during the build and have an input into what has been done. Everyone has been incredibly patient and helpful.”

Coastline Housing worked closely with the Cornwall Partnership NHS Foundation Trust, Cornwall Council, architects Trewin Design Partnership, builders Kier Living and the UK charity Brandon’s Trust to develop a home that will allow Ryan to have a very full life with his care team and of course, his family, by his side.

Victoria adds: “The completed bungalow is beyond anything we can really have imagined. We are absolutely thrilled with it. It’s made a massive difference to Ryan’s future and helped us to come to terms with the changes in his future too.”

A number of other local families have also taken up residence in the development following completion, meaning that they have been finally able to move back to their home village after being priced out of the market for many years by ever-increasing property prices.

Consider yourself, at home!

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Development update

Dilapidated garage block now boasts four new affordable homesFour local families have been handed the keys to their new homes at Trelawney Road in Helston, thanks to a regeneration project by local landlord Coastline Housing.

Coastline secured funding from the Homes and Communities Agency to demolish a block of 17 dilapidated garages and build four new two-bedroom homes in their place, each with two allocated parking spaces.

Matt Ward, Head of Development at Coastline Housing, said: “This brownfield site in the middle of Helston had become quite run down. We were thrilled to be given the opportunity to transform it and build more much-needed housing for local people.

“Last year when the development started, there were 446 households on the waiting list in Helston for a one or two bedroom home, so the town council was happy to give us full support for this transformation from the start.”

The properties have now been allocated to their new residents and have been named Trelawney Mews.

Before and after – the garages turn into new homes for local people.

New Coastline customer Charlotte Palmer (left) proudly accepts the keys to her new home from Lettings Coordinator Charlotte Williams.

Transformation at Trelawney Road

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Happy new residents have been settling in to 18 new affordable homes built next to Sithney Primary School in Crowntown near Helston.

Coastline Housing was able to offer local families 12 new homes for affordable rent, and 6 for shared ownership, with funding secured by the Homes and Communities Agency. Kier Living managed to deliver the properties ahead of schedule, with all of the affordable rented homes occupied within 3 days of completion!

This development, known as Plovers Field is located next to Sithney Primary School, and Coastline Housing has worked closely with Sithney Parish Council to provide some much needed additional parking on this development for the use of the School, as well as a public open space for all to enjoy.

Moving in at Crowntown!

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The previously overgrown site on Tyacke Road had been used as a car park by Cornwall Council until it closed in 2014. By the end of January 2018 it will feature a mix of one and two bedroom flats for affordable rent by people who are over 55 in the town.

Liz Bracelin, Development Officer at Coastline Housing, said: “We’re delighted to be bringing this much-needed development to Helston, where homes will be offered at 80% of open market rent levels, making it much more affordable for people in housing need.”

The site is within walking distance of the town centre and there are a number of local facilities nearby, making it ideal an ideal location for older people in the town.

Work begins! Coastline starts work o

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Liz adds: “This land was previously owned by Cornwall Council and they helped this project become a reality by selling the land to us, so must also take some of the credit for being able to bring these homes to local people.”

Cornwall Council cabinet member for housing and environment Joyce Duffin said: “We’re really excited to see work start on this landmark project in Helston to provide some much needed affordable housing for older people. Providing affordable homes is a key objective for the Council and this scheme is just one of the ways we are looking to achieve this for our communities.

Coastline’s Karen Goldup and Brian Barrett from the company building the homes, Halsall, stand in the foreground of the former Quarry Car Park amid the groundworks.

Coastline Housing has started work on a project to bring a development of 22 affordable homes to the former Quarry car park in Helston.


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“The site was sold to Coastline by the Council and its redevelopment has involved a huge partnership effort to release the site and secure funding. I’m really pleased that we have been able to work together to make this happen in such a positive way. We will be working on more schemes like this so that specially designed safe and secure homes to help older people can be built.”

The development has been made possible thanks to funding of over £700,000 from the Homes and Communities Agency.

Two of the flats will be accessible for wheelchair users and all of the homes will be built with the ‘HAPPI’ principles in mind. HAPPI principles are a set of guidelines introduced to improve the quality of housing provision for older people.

Liz adds: “Local residents will have no doubt noticed the huge ground-clearing exercise that has already taken place as part of this project and will be watching the progress of the build with interest, given its position adjacent to one of the main roads into Helston.”

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Existing Main Road

Proposed Vehicle and

Pedestrian Access

Sun Path




Larger trees to boundary

retained. Positions based

on aerial photographs.

Tree survey required

Larger trees to boundary

retained. Positions based

on aerial photographs.

Tree survey required

Coastline will be allocating the homes later this year. Anyone interested in applying for one should visit Coastline’s website for more information on registering for affordable housing.


The times, they are a-changing, and so is Coastline’s annual garden competition!Since the company’s inception, we have held a very traditional annual garden competition, where customers have entered their garden and judges have travelled around Cornwall to view and judge each and every one of them.

Now that Coastline is growing, and has homes over a much wider geographical area, the competition in its traditional form is becoming a bit unmanageable.

So… we’re taking the competition to a brave new era!This year, we would like to invite you to upload a photo of your garden on our website. You can fill in a simple form giving your name and address details, chose a category and then upload your photograph. Visit www.coastlinehousing.co.uk/garden-competition-2017 to take part.

If you do not have access to a computer, then you are also more than welcome to send in a traditional photograph to: Coastline Garden Competition, Coastline House, 4 Barncoose Gateway Park, Redruth, TR15 3RQ. Just make sure it has your name and address clearly marked, along with the category you wish to enter your garden in. Please note: we are unable to return photographs that are sent in to us.

Our judges will then get together to review all photographs received and finalise a short-list of gardens to visit in person and judge. Who knows… it could be you!

Please make sure that your photos are with us by 30th June 2017.

Your photo must have been taken this year and the gardening must have been done by you or your family. Photographs may be shared by Coastline on its Facebook page or website to inspire others but we obviously won’t divulge names or addresses.

Introducing… our new look garden comp

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Here are the categories available to enter:

Most impressive garden

Younger gardeners (under 30) category

Best hanging baskets or pots

Best communal garden

Best garden by a gardener with disabilities

You could win a £20 voucher to use on your garden and a trophy too! This year, any trophies for our garden competition winners will be presented at our annual CATH awards ceremony in January 2018.You don’t have to be an expert to enter, but you do have to be a resident of a Coastline property. Good luck! We’ll look forward to seeing your photographs…

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The Smartline research and innovation project between Coastline Housing, the University of Exeter, Cornwall Council, Volunteer Cornwall and others hope to explore these questions and many more so we need volunteers to come forward and join this new community project.

Our hope is that the project will inform new ways of working, and new services that can support longer, healthier lives in communities that support each other.

The Smartline TeamThe Coastline Smartline team members now have a set of actions to be rolled out over the next few months with the aim of installing the technology into 350 homes from July 2017.

The Coastline Smartline team comprises: Phil Gilbert (Smartline Project Co-Ordinator); Bill Voyce (Smartline Delivery Manager) and Lyndsay Barrett (Smartline Tenancy Co-Ordinator).They are pictured above alongside the wider Smartline team, many of whom are based at the University of Exeter.

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The Smartline community – we need you!Smartline is an exciting new approach to understanding individual and community needs, and the role that technology might play in doing this.

If you live in the Camborne, Pool, Illogan & Redruth(CPIR) areas we are looking for customers who are willing to express an interest in joining this new innovative Smartline Community. Previous research with the University of Exeter has demonstrated how homes and communities have important impacts on the Health and Wellbeing of individual customers and the community as a whole. The outcomes of this project will provide guidance in shaping Coastline’s services to either target specific needs of an individual or benefit the community collectively.

Over the next few months customers in the CPIR areas will be approached to ask whether they would like to be involved in this innovative project and will be given more details as to how the technology installed into 350 properties is going to be used. The equipment will provide important research data to help shape the services we provide in the future.

Have you ever wanted more information about your home?Where is that draught coming from?

Why is that room so damp?

Beyond your home, have you ever had an occasion when you only heard about an event in your local community which interested you, after it happened?

Would you like to find shared interests with your neighbours?

Smartline Team appointed and ready for launch!

‘Bringing communities together – love this idea!’ - Babs Eveson


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The team have an extensive range of skills and experience including customer engagement, tenancy and property management, research administration and financial auditing to name but a few. They will be the main point of contact for all Coastline Housing customers wishing to take part in this exciting project.

How do I get Involved?The success of this project depends upon our customers’ voluntary participation.We hope you will join us on this journey and we would love to talk to you about this exciting opportunity.

To register your interest please phone: 01209 200200 or email [email protected]

Smartline Team appointed and ready for launch!

Smartline has been funded through the European Union Regional Development Fund to Cornwall to help develop more businesses and job opportunities and help people live healthier and happier lives.

Do you have an interest in volunteering in your community and are you keen to get more involved with the Smartline project?If you have some time to spare and would like to makea difference to the lives of people in your community we would love to hear from you.Please contact [email protected] to discuss how you could get involved.

The Smartline stakeholders:


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SKY Q upgrades

Any Coastline customers living in a flat, with a communal dish, who wish to upgrade to Sky Q are advised to contact Sky and register their interest. Sky can then make arrangements to visit their home and carry out the upgrade. You should also advise the Coastline Repairs desk. The existing communal dishes are compatible with Sky Q, so customers who wish to upgrade to Q can do so.

The Technical Services Team has been busily working with Coastline Services over the winter to inspect and assess over 120 communal grounds maintenance areas. We have inspected the current condition of each site and updated the site maps so that customers and CSL are clearer on what is to be maintained and to what standard as we move forward. We have also begun to seek more feedback from customers. So if the operatives post a Grounds Maintenance Satisfaction Survey through your door, please do fill it in and return to Coastline. You views really count and will help shape the future service.The maps for each area will be updated over the coming months and as they become available will be accessible for all our customers to view at https://www.coastlinehousing.co.uk/grounds-maintenance.

Grounds Maintenance


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New event helps job seekers get back into work

Coastline Housing has held its first job fair. Open to customers and members of the local community, the event helped many people secure jobs or move further along the path to employment.

More than 50 job seekers attended to meet with a mix of training and support agencies, plus employers with vacancies ready to be filled. It was part our ongoing ‘inspiring futures’ programme which aims to help people get the right skills to find a job.

Nicola Highton, ‘inspiring futures’ Co-ordinator, said: “Our first ever job fair was well received by everyone who came along. Job seekers, agencies and employers all said they found it very worthwhile to talk in an informal environment. With Government changes to welfare still taking place, and the needs of employers continuing to alter, improving access to work opportunities is a practical way for us to improve people’s financial independence.”

Working with customers, training providers, and Redruth Jobcentre Plus, ‘inspiring futures’ has so far helped 320 people get back into work or training.

Job fair – (left to right) Gail Copp from Penryn & Helston Jobcentre, with Zoe Collick, Maggie Weaver and Leanna Cox from Coastline Housing.

Just the job!

Leanna Cox, ‘inspiring futures’ Co-ordinator, added: “We’ve developed strong working relationships with many organisations in Cornwall. This means we can tailor the support and advice each customer receives so it exactly matches their needs. This can range from helping to make a CV or application stand out, through to securing funding for a training course. We are also able to offer work placements here at Coastline, from which over half of those attending have gone directly into work either during or directly after their eight weeks with us.”

Coastline Housing customers can find out how this scheme could help them by visiting www.coastlinehousing.co.uk/inspiring-futures, or by calling 01209 200200 and asking to speak with Nicola or Leanna.

Employers attending the job fair included United Response, B&M, Carers Break, Aldi, Domino’s Pizza, Tre’Care Group Ltd, and Coastline Housing itself.

Following its success, Coastline will be holding another fair in the coming months. Any organisation or company wishing to attend can find out more by emailing [email protected]


Now in their seventh year, the event at the Old Cattle Market in Helston was attended by the social landlord’s customers from across Cornwall. Awards were presented by the Coastline Group’s Chair Derek Law MBE and Chief Executive Allister Young.

Coastline’s Claire Reeves opened the event. She said: “We know our customers and residents living in our communities do so much for each other. They work selflessly to provide assistance for friends and family. We think that commitment should be more widely recognised, so the CATH Awards are here to highlight these fantastic efforts which help to improve lives in the county.”

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Coastline award winners revealed

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Winners and nominees at Coastline’s CATH Awards

Involved Customer of the Year was Wendy James of Camborne. The nomination commended her continued commitment to working with others in suggesting ideas to help Coastline develop its services, all in a very friendly and approachable way.

People making an outstanding contribution to local communities and neighbourhoods were honoured at Coastline Housing’s annual Customers At The Heart (CATH) Awards ceremony.

Trelawny Singers


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Jay Davis from Camborne received the Younger Person of the Year award for his superb work with community groups, plus support offered to friends through difficult times. His dedication was described as the all more impressive given his role in caring for his parents at home.

Good Neighbour of the Year was awarded to Sylvia Pover from Lanner. She was recognised for helping her neighbours in many ways, bringing a real sense of community spirit to the area. The nomination added Sylvia is a kind and lovely lady, always going the extra mile.

Awarded Customer Learner of the Year was Camborne’s Michael Vinnicombe, nominated for his continued commitment to achieving qualifications with Work Skills Training Academy. They said he deserved the award to acknowledge the distance he has travelled, and his progression in so many areas of his life.

Along with the awards ceremony and a celebratory meal, entertainment was provided by Trelawny Singers who performed a number of traditional Cornish songs, much to the delight of the nominees and their guests.

Coastline will be opening the CATH Awards nominations again later this year, so if you have a friend or relative you think should be a winner look out for updates at the website www.coastlinehousing.co.uk/CATH-Awards

Here are some customer comments from the day:

Left to right Coastline Chief Executive Allister Young, Good Neighbour of the Year Sylvia Pover, and Coastline Group Chair Derek Law MBE

Many thanks for a great time and taking care of me. Brilliant entertainment.

It’s good to hear that the company is growing in strength and going great places.

Very good, keep the good work up.


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Our Funding and Grants Committee is run by customers and provides grants for local projects, groups and individual customers to help support thriving communities. The group meets 4 times a year and in 2016-2017 had £5,000 available.

The following benefited from the grants:

Porthleven Community Group - £345 for Annual Support Grant and Torchlight Parade

Miners Court Residents Association - £1,300 for communal activities for residents

Treleigh School - £1,000 for playground markings

Connor Downs Residents Association - £50 towards Easter Eggs for the younger residents

Alan and Carol Moreton – awarded £70 for people who do good in the community, so that they could buy reflective tabards and coats for volunteering at events

Overall, a grand £9,118 was applied for and a total of £2,695 awarded

Funding! What’s been awarded?


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A small group of customers and staff paid a visit to Ocean Housing in St Austell recently to take part in some training offered by the Tenant Participation Advisory Service (TPAS).

Carol Dixon, Wendy James and Jackie Thomson all went to the event which helped involved customers learn more about scrutinising the work of their landlord in order to make changes for the better.

Jackie Thomson, Community Investment Officer, said: “Training is important to ensure that our representatives are confident in the decisions they are making on behalf of you, the customer. We had a very illuminating and useful day.”


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When financial trouble hits, it’s easy to feel alone. It can seem like no one can help or that no one wants to. Local debt counselling charity Christians Against Poverty (CAP) really can help and hundreds of people call each week to begin their journey towards financial freedom.

Experience has shown that there is always a way out and no debt is too big or too small to deal with. In fact, if you are experiencing debt problems then you can get free, expert advice without even leaving your house.

CAP visits people in their own homes, negotiates with creditors and supports people right up until they are debt free. On top of this, the whole service is free of charge and available to anyone regardless of age, faith, gender or background.

A CAP client from St Day, said “I am finally feeling free to be me because the weight of debt is going. I’d recommend CAP because they don’t judge. They also work with you in solving the situation, which made me feel valuable again.”

Free debt help on your doorstep

In the UK, there are 306 CAP Debt Centres. This means that local people can access the service, which is recommended by TV’s Money Saving Expert, Martin Lewis.

Redruth’s CAP Centre Manager, Teresa Bailey said, “Every week we see people who think that there is no way out of their money problems and every week we offer them a solution that really works. If you are struggling with debt then there is hope. We can help you.”

To find out more, call Christians Against Poverty’s freephone number 0800 328 0006 or visit www.capuk.org


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Come and join the fun!

The Day Centre at Miners Court in Redruth opens at 9.30am and closes at 3.30pm and is run by 3 dedicated members of staff.

Attendees receive tea/coffee, toast, biscuits and some great company and entertainment.

There’s even an option to buy lunch at the venue - or bring your own. And if you have a care package, this may be covered by your fees. Please get in touch to discuss this.

Why not come along for a free trial day? Just quote ’FACEBOOK’ when you arrive and see what we’re all about!We promise you’ll receive a warm welcome!

Spaces now available at the Miners Court Extra Care day centre in Redruth!

Quote ’FACEBOOK’ when you arrive to receive a FREE trial day!


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Thinking about moving home?

You may be leaving via a Mutual Exchange, moving to another Coastline home or moving away from the area. Here’s a quick run-down of the process to help you plan if you’re in this situation…

Once notice has been received from the outgoing customer, The Tenancy Management team will arrange to visit that customer and carry out a pre-void inspection (we refer to all empty properties as “voids”). During this inspection repairs, maintenance and redecorating that the leaving customer is responsible for are noted and relayed back to the outgoing customer in writing.

The house must be left in a good order. Coastline would expect the outgoing customer to leave the house fully cleaned, clear of all personal belongings and any rubbish (including contents of roof space), internal decoration should be left in a reasonable condition, the garden should be cleared of all personal items and rubbish, hedges should be left in a manageable condition and grassed areas should be cut and tidied.

Any items or fixtures you have fitted may have to be removed and the house put back into its original condition. Any items you own such as flooring, light fixtures and garden sheds that you are taking are noted, as are any suitable items that you may choose to leave for the benefit of the incoming customer, i.e. curtains, curtain rods, carpets, and light fixtures etc.

If the work agreed at the pre-void inspection has not been completed, or is to a poor standard then a recharge for the work necessary to bring the house up to the Void Standard may be applied.

For small jobs that require completion before you leave the property such as hanging a door, stopping in holes, removing curtains, taking up carpets or garden works and to avoid being recharged, you may wish to take advantage of our Handyline service provided by Coastline Services. This is a low cost service. You will be asked for payment in advance and the works will be completed, where possible, during your notice period.

When a customer decides to move to a new home and ends their tenancy there are various steps that need to take place to allow this to go smoothly, both for the outgoing and incoming customer.


Here are some examples of our most common rechargeable items and the costs connected with them:

Sink, bath and basin plugs and chains. £5.92 (each)

Internal door replacement £125.55 (each)

Internal door repair £43.80 (each)

Filling holes in walls (picture hooks etc.) £26.85 (per room)

Removal of curtains £14.49 (each)

Removal of floor coverings £27.77 (each)

Removal of items left at property £120.75 (per load)

Garden clearance £112.34 (per load)

Cut grass £1.75 (per square meter.) We really do not want to waste our resources by recharging former customers for payment of these costs as it is expensive and many items are completely unnecessary. It is always best to speak to us about our Handyline Service before leaving so we can see whether we can help you.

As it is unlikely that you will know who is moving into the property you are leaving you should always use the Royal Mail's Postal Redirection service to ensure that any bills or other mail you've not changed your address on still reaches you. You should also leave Coastline Housing your new address details just in case we need to contact you.

You can get post redirected for three, six or 12 months, and longer if you're still getting volumes of post through after your initial period is up. It costs from £31.99 (for three months) per surname, so couples may need to pay twice.

Remember that if mail isn't redirected, you need to call the sender and either update your address or ask to be taken off its mailing list.

It's important to do this - any bills you don't get and therefore don't pay can damage your credit record, or result in you being traced by a debt collection company. Stray letters can also increase the risk of ID fraud.

As always, if you would like any further advice, please do get in touch with us by any of the usual channels!

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Handyline Service: 01209 200200 As a Coastline customer you have responsibilities towards yourproperty that are part of your tenancy agreement. These include:

Adjusting or replacing doors when you fit or remove carpets

Anything to do with your own TV aerials and telephone installations

Replacing fuses, plugs and light bulbs

Replacing toilet seats

Replacing any plugs and chains in your bathroom or kitchen

Clearing blocked waste pipes, toilets, drains and gullies

Replacing broken or cracked panes of glass

Maintaining timber garden sheds and keeping your garden tidy

Maintaining the inside of the property in a reasonable decorative order.

Most of these smaller jobs can be completed through our Handylineservice alongside other jobs like fitting and adjusting internal doors,

fitting skirting, fitting kitchen work tops, wiring up cookers, plugsockets, fan heaters and light fittings, erecting shelves and wall

brackets, fitting TVs onto wall units, flat pack units, washing machineplumbing in, putting up curtain rails, hanging pictures and mirrors

and more…

Have you heard about

Handyline? Here’s how it could help you!

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In addition….To encourage you to keep your garden tidy and maintained, Coastline is offering you the opportunity to have regular grass cuts over a 12 month period. These can be on a 2 or 4 week cycle. The cost will be for up to an hour £6.60 or £13.20 for 1-2 hours. Our aim is to offer these services throughout Coastline communities for Coastline customers.

Please note the removal of garden waste is not included under Handyline; however, if you supply the green waste bags, the operatives will fill for you, if time permits.

To use the Handyline service please call us on the numbers above. Our Maintenance Service Advisors will talk you through the process and cost. We then accept payment for the work which will be given up to 30 days to be completed. This is not a service for urgent work. The work will be carried out by Coastline Services staff (the staff you would see on responsive repair work around your home). Remember to always ask for ID when any tradesperson comes to your home. All Coastline staff carry ID cards and must show on arrival.

And… for bigger jobs, we’re happy to offer you Coastline plus! This service can take care of your bigger jobs around the home and garden.

How does it work?If you need a bigger job completed, that the Handyline Service can’t cover (for example, decorating, painting or an overgrown garden), this could be for you! Give us a ring with details on 01209 200200 or 08082 027728. We will then arrange a visit, cost the job and offer you a competitive quote. As with any service you are arranging, we recommend you get other quotes so you can see how we compare for value.

The details:This is an extended service which will be costed on the amount of work required, not on an hourly rate like our Handyline scheme.

Coastline Plus is an extension of the good quality maintenance service already carried out by Coastline Housing and Coastline Services. Remember – you have responsibilities to keep your home and garden in good order, and this scheme could help you with jobs you might struggle with. The work will be carried out by a skilled, reliable and trustworthy workforce.

If you need some help, please do get in touch to take advantage of our ‘help’ schemes!

Coastline Plus…

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Befriending service

Have you heard about the Royal Voluntary Service’s Good Neighbour Scheme? It aims to offer the practical help that can make all the difference to older people - whether it's collecting a pension or a repeat prescription, walking the dog or changing a light bulb.

Often family members might live too far away to visit regularly so Royal Voluntary Service Good Neighbours provide valuable company and friendship as well as making sure the older person is safe and well.

Good Neighbours will spend perhaps an hour a week either in person or over the phone in the company of an older person. Sometimes classes - from IT to tea dances to Tai Chi - are run as part of the scheme.

It's our way of helping people stay independent whilst providing friendly, social contact and making sure they're safe and well. Good Neighbours help counter social isolation and the service can act as a pre-emptive step to keep those who are vulnerable out of hospital.

Working with local GPs, Royal Voluntary Service will identify those older people in the local community who are most risk of ending up in hospital within the next year. By acting first, Good Neighbours can alleviate the strain on local services.

If you would like to get more involved with the Royal Voluntary Service, either as a volunteer or as someone who might benefit from their help, here are some details of local clubs and contacts:

Name & Service Number Contact details

Liskeard Lunch ClubWeds 12 noon Jackie Norman 01579 320889

Linkinhorne WRVS Tuesday Club (44445)

Tuesday fortnightly1.30 – 4.00Closed August

Zena Jones 01579/362526

Liskeard Pensilva Wednesday Club (44449)

Wednesday fortnightly2.30 – 4.00Closed August

Jean Connor 01579/363221

CORNWALL SOCIAL CLUB DETAILS - RVS

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Looe Darby & Joan Club (44451)

Friday weekly2.00 – 4.00Closed August

Audrey Wharmby

01503/269157

Pendeen Over 60s Club (45001)

Tuesday weekly2.30 – 4.00Closed December to Mid January

Patricia Earley 01736/788636

Perranporth Good Companions Club (44425)

Friday monthly2.00 – 4.00

Jenny Cuthill 01872/573624

Redruth Four Lanes Wednesday Club (44420)

Wednesday Fortnightly2.00 – 3.30Closed August

Ann Penaluna 01209/215037

Redruth Lanner WRVS Good Companions Club (44414)

Thursday fortnightly1.00 – 4.30Closed August

Sylvia Pooley 01209/215543

St Dennis Good Companions Club(44229)

Wednesday weekly1.30 – 4.00

Phyllis Luke01726/82253907826 369935

St Columb Minor Darby & Joan Club(45005)

Tuesday monthly2.00 – 4.00

Jan Cater 01637/876302

St Petrocs Senior Citizens Club(45007)

Thursday Weekly2.00 – 4.00Closed July/August

Alicia Conium0784070561901841/520395


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The Green Cross Code1. First find the safest place to crossIf possible, cross the road at: subways, footbridges, islands, zebra, puffin, pelican or toucan crossings, or where there is a crossing point controlled by a police officer, a school crossing patrol or a traffic warden.Otherwise, choose a place where you can see clearly in all directions, and where drivers can see you.Try to avoid crossing between parked cars and on sharp bends or close to the top of a hill. Move to a space where drivers and riders can see you clearly.There should be space to reach the pavement on the other side.

2. Stop just before you get to the kerbDo not get too close to the traffic. If there is no pavement, keep back from the edge of the road but make sure you can still see approaching traffic.Give yourself lots of time to have a good look all around.

The Green Cross Code

3. Look all around for traffic and listenLook all around for traffic and listen.Look in every direction.Listen carefully because you can sometimes hear traffic before you can see it.

4. If traffic is coming, let it passLook all around again and listen.Do not cross until there is a safe gap in the traffic and you are certain that there is plenty of time.Remember, even if traffic is a long way off, it may be approaching very quickly.

5. When it is safe, go straight across the road – do not runKeep looking and listening for traffic while you cross, in case there is any traffic you did not see, or in case other traffic appears suddenly. Look out for cyclists and motorcyclists traveling between lanes of traffic. Do not cross diagonally.

The Green Cross Code is taught in schools but needs to be reinforced from home - and not just by memorising the words, but by parents practicing and explaining the code to their children. Do you know it? Do you follow it? The code is for everyone.

How you can help your child and other childrenSet a good example. Use the Green Cross Code yourself.Show your child how to use the Code to cross the road when you’re out and about.Let your child show you that they know how to cross the road safely – start practising on quiet roads first.Point out dangerous places to cross on local roads. Point out safer places as well. Some places may be safer at some times of the day than at others.Use pedestrian crossings even if it involves a small detour.Talk about the importance of not using a mobile phone or texting while crossing the road.Remind your child that they cannot hear traffic if listening to music through earphones or see it properly if wearing a large hood.


Here’s a lovely nostalgic poem from our very own involved customer Sylvia Pover. We hope you enjoy it!

To make the flaky pastry:Mix 1lb plain flour and a pinch of salt with 10oz butter OR 5oz butter and 5oz lard.

Bring together with a little milk or water to form your dough.

Pasties:Roll out the pastry to the thickness and size you require, then add: onion, potato, turnip and skirt beef.

Season with salt and pepper.

Crimp your pasty and brush with milk to glaze.

Cook for about one hour, temp 220. Turn the oven down if browning too soon but leave in for an extra 15 mins to ensure the filling is cooked. Eat, and enjoy!

Recipe corner – Traditional Cornish PastyEditorial group member Sylvia Pover has shared with us her recipe for a traditional Cornish pasty… Is your mouth watering yet? Give it a go and let us know how you get on!

Old TimesThe toilets up the garden, The tin baths on the wall, The fires in the grate and I’m curled up in a ball,

Away back in my childhood playing ball and other games, While Aunty’s in the kitchen baking bread for our tea and pasties for the beach.

Now I’m all grown and Aunty Amy’s gone to heaven, there is no more outside loos No more tin baths, no fresh baked bread nor pasties for our tea, I suppose I better make the pasties and I had better buy some bread, The other half will moan if supper is not ready.Time for a bath in a proper bath and leave the tin one on the wall.Good Night.

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Customer satisfaction with how complaints are handled:

Rent arrears - Net

First time fix by Contact Centre:

Emergency repairs on target:

Urgent repairs on target:

Repairs appoints kept as % of those made:

Responsive repairs – customer satisfaction:

Planned maintenance – customer satisfaction:

Properties with a valid gas safety certificate:

How are we doing? February Results

99%

99%

1.5%

100%

Average time to answer telephone calls (seconds):

Target

50

62%

100%

99%

99.1%

79%

80%

60

100%

64%

99.76%

100%

99.39%

0.59%

100%

100%

£

l r CoastLines · 2019. 4. 5. · Blue Flame Director Mark Bolitho sign the 10-year contract,...

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Transcript of l r CoastLines · 2019. 4. 5. · Blue Flame Director Mark Bolitho sign the 10-year contract,...