LIFE - Derwent Living

Transcription

130782 Derwent_Magazine_20pp_v6__ 24/02/2012 15:02 Page 1
News • Views • Interviews • Plus much,much more
LIFE
Derwent
Don’t
stop
A very nice house
believing
in
the country
What Derwent Living is doing for
our young people
ds
n
o
m
a
i
D
er
v
e
r
o
f
e
ar
Get involved
How are we doing?
Your questions answered
Miss 600 h
the big timit
e
Speaki
of Eng ng
lessonlish
s...
March 2012
Derwent Living LIFE 1
A new year – & a great new look
WELCOME to our new look Derwent Life
magazine! We very much hope that you like it.
46 477 ntliving.com
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@derwe .com
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www
Last year’s big survey showed that 83% of you read
Derwent Life. You said you wanted smaller pages so
that it was easier to hold and to flick through. You
also said that there wasn’t enough in it for younger
people and their families.
On the basis of your feedback, we have come up with
this new design. We would love to hear your views on
both the style and content.
You will also be pleased to hear that the new Derwent
Life is cheaper to produce than the old one!
If you would like to contribute to Derwent Life or have ideas
for articles do please contact us – we would love to hear
from you!
A very nice
house in the
country p6 & 7
The Dark Knight Rises
p10 & 11
TSA isToast
p12
Michael Futers, editor
Derwent Life
k
o
lo
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u
o
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u think abou
o
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t
a
h
w
w
o
n
k
s
Please let u
1
6
9
4
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Text Love
Retirement
living meetings
The Retirement Living team will
be holding annual resident
involvement meetings with
residents to sit down and discuss
any scheme issues you may have.
Please see the notice on
noticeboards for the time and
venue of meetings. You can also
note issues you would like to
discuss so that we can prepare
for it or see if we need to change
any dates.
:
s
s
re
p
p
o
t
S
2 Derwent Living LIFE
4&5
Feature:
Family settle into rural life
thanks to Derwent Living 6 & 7
Customers first – that’s the plan 7
Speaking of English lessons…
9
Openness, accountability and
co-operation
9
Fancy being an Inspector
Morse?
99
10 & 11
Help us to help you
12
Swings and roundabouts
on local offers
13
Feature:
When do you know
you’ve made it? Miss 600 14 & 15
Henmore Place
Vinshire Plumbing and Heating Limited has been selected
as Derwent Living's new gas services contractor.
INCOMING - 2012
The Dark Knight Rises
this summer
Dates for your diary
25 April
door knock
Huftons Court
15 March
Melbourne Court
1 May
Norbury Court
17 April
Rawdon Street
21 March
venue to be confirmed
Stirling Court
24 April
Stretton Mews
16 April
Victoria Court
8 March
Village Court
5 April
Western Close
18 April
door knock
What’s in...
Feature:
rate.
standard network
ur
yo
st
co
s
ge
sa
Text mes
Admiral Close
15 March
All Saints Close
27 April
Appleby and
Bradbourne Close 20 March
Bank Court
18 May
Beckitt Close
27 March
Calverton Close
4 April
Carsington / Wessington /
Thorpelands Drive 17 April
Chellaston Park Court
28 March
Christchurch Court 9 May
Gascoigne Drive
to be
arranged
Haslemere Court
7 March
LIFE
Derwent
Tech talk 2012
Miss 60
hit the 0
big time
p14 & 1
5
facebook.com/derwentliving
15
Contents insurance –
can you afford not to have it? 16
Ferryman Road drive through 17
Ask Susan - your frequently asked
questions answered
18
Word search & Sudoku 19
twitter.com/derwentliving
Derwent
LIFE
Derwent
Living LIFE
#derwentlife
3
LIFE
Feature
Derwent
Gotham’s finest returns
2
1
0
2
G
N
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INCO
April
Is this the biggest movie event of the year? July sees Christian Bale
and Tom Hardy star in the last of Christopher Nolan’s Batman trilogy of
films. Read more and see pictures from the set in our feature
on pages 10 & 11.
July
June
Say what you see
The resident scrutiny team will be presenting their findings
from their first review of the year to the Board in April. Under the
microscope this time is ‘how Derwent Living deals with home
ownership.’We’ll upload their findings to the website.
Ready to report
Hit the Derwent Living website on October 1
Septem
to get the 2012 customer report. Didn’t read
ber
the 2011 one? You can download it from our
swanky new website www.derwentliving.com
June
Barack to the floor
Euro 2012
To the joy of footie fans up and down the country, Euro 2012 kicks off on 8 June.
England’s first group game is against France with Rep of Ireland taking on Croatia
– can 'keeper Joe Hart keep a clean sheet and lift the trophy?
Big Day Out
ber
m
e
v
o
N
June
US President Barack Obama is up for re-election in November.
Will it be four more years for the man who orchestrated the take
down of Osama Bin Laden?
Go for launch…
Join Derwent Living for a day of fun for all the
family on 23 June at The Roundhouse, Derby,
from 11am.There’s a free BBQ and even a free
drink. Did we mention you could win an iPad
2 and a 3DTV? There’s even free transport to
and from the venue! See the back cover of
this magazine for more.
YOU may have noticed that we recently revamped
the Derwent Living website
www.derwentliving.com
Win an
iPad2 o
r
3DTV
4 Derwent LIFE
The London games start with a bang on 27 July
with over 300 events and 10,000 competitors.
Team GB will be hoping for a record haul of medals
this time around after grabbing 47 medals including
19 golds in 2008.
Barlow and crew make their return to Saturday
nights with The X-Factor in September.
Cue terrible singing, sob stories and the return of
someone who auditioned last year. We can’t wait.
Planning a street party for The Queen’s diamond jubilee? The celebrations
will centre around an extended weekend on 2, 3, 4 and 5 June.Take some photos
of your street party and send them to us. We’ll show the best off in our autumn issue.
Who’s in the house? And who’s out? I’m sure we’ll get to decide. Channel 5 launches
the yearly lock up in May or June. Is it going to be the weirdest one yet? You bet’cha!
Let the games begin
X marks the spot
Diamonds are forever
Big Broski
July
The changes are designed to make finding stuff
on the site much easier. There’s also a load more
information about what’s happening and a
great new section that shows you how to get
involved. Once you’ve had a nose around, let us
know what you think. Text your feedback
starting with ‘WEBSITE’ to
07866 594 961.
Text messages cost your
standard network rate.
Mike Egerton/PA
Derwent LIFE 5
LIFE
Feature
Derwent
Family settle
into rural life
THE couple and their two young
children recently moved into a
three-bedroom house in
Middleton by Wirksworth after
applying for one of the new
affordable homes.
The development of 14 homes
was completed last autumn as
part of the ongoing development
programme. In rural England the
average house price is £256,698
and the average salary just
£21,000. The vast majority of
people have virtually no hope
of ever being able to afford a
home in their local area.
Pauline says: “I moved to
Middleton to be with Darren,
who loves the area, it’s
Pauline Bettney and partner
Darren Spencer have started
2012 in a new family home in
the countryside, thanks to
Derwent Living.
where he grew up and his parents are
still here.
“He really feels like it is his home and
was somewhere he wanted to raise his
own family.
“We wanted to set up a home
together and raise our children in the
village where Darren was happy.
“We have two children, a daughter,
Alyssia who is eight and William who
is only 15 months old, so we needed a
fairly spacious home and couldn’t
even consider downsizing to a smaller
property to make things more
affordable. We thought we would have
to move out of the village altogether
until we heard about the new
properties that Derwent Living had
developed.
Starting
2012 in
new fam a
home ily
6 Derwent LIFE
I moved to Middleton
to be with Darren,
who loves the area,
it’s where he grew up
and his parents are
still here...
“I think it’s great that Derwent Living has
developed these new properties, as it
genuinely gives people the chance to
stay in more rural locations like
Middleton.”
The new development was aimed at
younger families from the area, in the
hope that they will be encouraged to
rent or buy a property locally rather than
move away.
Derwent Living’s development team
worked closely with planners and the
local community by designing a scheme
that was in keeping with the style of the
village. The properties were built using
stone and render, blue Staffordshire clay
tiles, stone lintels, and include painted
timber windows and doors.
Newswire
Customers first – that’s the plan
DERWENT Living has launched its new three-year
business plan Customers First. It describes Derwent
Living as a private body with a social purpose that
provides a mix of quality affordable housing but
with less government money.
“Customers First was outlined to staff at a special event
in February so everyone understands how they can
best meet the needs of customers whatever their area
of work,” said Emma-Kate Fletcher, Derwent Living’s
assistant director of people and organisational
development.
Improved satisfaction
“The plan aims to raise overall customer satisfaction to
90%. As part of this there is an ambitious target to
keep 100% of appointments, to get 80% of repairs
right first time, and to raise satisfaction with estate
services to 90%.”
At a time when many young people are looking for
work, contractors will be expected to take on and
train apprentices.
As changes are introduced, Derwent Living will support
customers in dealing with changes to welfare benefit
rules. It will also work with other agencies to strengthen
neighbourhoods and reduce anti-social behaviour.
Unlike many housing providers Derwent Living
continues to build new properties and aims to build 650
new homes over the three-year period. It will also
continue to improve existing stock so its properties
meet modern lifestyles and are cheaper to heat.
Customers first
The plan emphasises customer focus and expects them
to be involved in making decisions about services. This
means that consultation should be effective and that
feedback is improved.
You can read the business plan on the website at
www.derwentliving.com or can request a copy by
calling 01332 346 477.
Derwent LIFE 7
Newswire
New to Derwent
Living? Come and
get involved!
Have you recently transferred to us from the Home
Group or just moved into one of our properties?
Either way we want your views and we have a
range of opportunities for you to be involved
so that you can shape our services to meet
your needs.
The website shows some of the involvement
opportunities currently on offer. They are
constantly being improved and updated.
Contact us and together we can find the best way
to suit your particular interests and availability.
Whether you’d like to attend regular meetings or
just answer occasional email surveys, there are
options that should suit you.
When you get involved, you will not be out of
pocket as we will reimburse all reasonable expenses.
For more information about how you can get involved, please contact
[email protected] or call 01332 346 477 and ask for a member of the
resident involvement team.
A
R
O
F
G
N
I
LOOK
?
E
G
N
E
L
L
NEW CHA
ET QUALIFIED
GET INVOLVED. G
Did you know?
As a customer of Derwent
Living you can train to join our
volunteer resident scrutiny
team and earn a recognised
qualification.
To find out more about this exciting opportunity please contact Mitch Allseybrook, resident
involvement manager! on 01332 614875 or email [email protected]
8 Derwent LIFE
LIFE
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Speakin
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iv
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t
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Fund h
Derwent
ry
nts who
e
id
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r
y
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THE Big Lotte
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sons to
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e
id
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p
o
t
project
age.
u
g
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la
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s
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g
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E
the
knowledge of
Riffat Liaquat, scheme manager,
said:“It’s fantastic to receive this
grant. It will help the residents to
become more confident and
more involved in their local
community. By bringing a tutor
into their own living environment
they are able to take part much
more easily and safely.”
Tutor Louise Haart has helped
residents with basic
conversational English, as well
as reading and writing.
RSC update
Openness,accountability
and co-operation
The Resident Strategic Council (RSC) was launched last
September and held its first working meeting in
January. This is a new start for me as I have been away
from tenant involvement within Derwent Living for many
years – one could even say ‘in the wilderness.’
My role as chair is to ensure the business of the RSC is
conducted efficiently and effectively. This can only be
done in harmony with staff and RSC members. I still have
good working relationships with staff members from my
previous tenant involvement days.There have been many
changes within Derwent Living and there are
many new faces and I am looking forward
to working with them.
It seems that where there was once a
reluctance to fully embrace tenant
involvement there seems to be
a new era of openness,
accountability and cooperation.
Mel Grant (elected chair of the
resident strategic council)
£840
Lottery
grant
Fancy being an
Inspector Morse?
Do you ever wonder what some of our
facts and figures actually mean? Have you
ever fancied having a bit of a nose around
to check out the detail from
a customer’s view?
We’re setting up a
new group to
review and
report on the
experience
our customers
have with us.
It’s a bit like a
mini customer
survey team
who can talk
with customers
about the things that
matter to them.
If you are interested in joining us in our
endeavour please contact Sue Williams
at [email protected] or
01332 614825.
Derwent LIFE 9
LIFE
Feature
Derwent
Dark Knight Rises this summer
20 July 2012 at cinemas nationwide
In the frame:
Christian Bale returns for the
final time as Batman
THIS summer sees the biggest movie
event of the year with the release of
Christopher Nolan’s third and final
Batman adventure.
The Dark Knight Rises marks the end of
the Nolan series of films and an end to
Christian Bale’s portrayal of the caped
crusader. But can the latest offering measure
up to the spellbinding 2009 epic The Dark
Knight in which Heath Ledger stole the show
as the crazed lip licking, psychotic Joker?
Image courtesy
of John Antoni
Hardy to understand
Bane and gone
Step in Tom Hardy as all round bad guy Bane
(right), Batman’s intellectual equal and every bit
as twisted and dangerous as the dark knight’s
previous adversaries. He arrives in Gotham
eight years after the events of The Dark Knight,
pushing the city and its police force to their
limits, forcing former hero Batman to resurface
after taking the fall for Harvey Dent’s crimes.
Hardy had to put on 30lbs to play the part, and
from an early sighting in The Dark Knight Rises:
Prologue, it looks like he fits the bill perfectly.
Anne Hathaway plays Catwoman, and cast
members Michael Caine, Morgan Freeman and
Gary Oldman return from the previous movies.
Profile: Bane
Bane (Tom Hardy) is one of Batman's more
physically and intellectually powerful foes.
A virtually unstoppable powerhouse of a man,
he is best known for breaking Batman's back
in the Batman: Knightfall story. Could the same
happen in The Dark Knight Rises?
Image PA
One thing to come out of the
prologue screenings was that
there were a number of Bane’s
lines that cinema goers
couldn’t understand.
It appears the mask has
somewhat muffled Hardy’s
voice during production.
Oops.
IMAX operators say they have
now received a new audio mix
from Nolan’s people because
of the complaints which
improves it – something
Nolan and the studio
themselves deny.
Trailblazer
The second Dark Knight Rises trailer and the
first to feature proper footage got 12.5
million views through the iTunes Movie
Trailers site in its first 24 hours, breaking
the previous record by 2 million.
Image PA
Six minutes of action
The Dark Knight Rises: Prologue, which screened in America at
the beginning of IMAX showings of the latest Mission
Impossible movie and then got leaked onto the web, shows six
minutes of one of the first action scenes of the film.
The sequence, which takes place in and between two planes as
they fly dangerously low over the desert is simply breathtaking
and seems to use no obvious computer generated effects.
As the action unfolds, Bane shows he is every bit as canny as the
Joker from the last movie – outwitting a CIA kill and capture team with deadly effect.
10 Derwent LIFE
Local connection
Image courtesy of Lee J Haywood
Wollaton Hall, in Nottingham doubles as Wayne Manor in The Dark
Knight Rises. Filming took place last year with the local landmark
being closed for a week over the summer. Locals were auditioned
as extras as the production team and some of the biggest names
in Hollywood descended on the picnic hotspot.
Derwent LIFE 11
LIFE
Newswire
Help us to
help you
YOUR comments, whether good
or bad, are important to
Derwent Living because they
actually help us.
Your comments and complaints help
us to instill customer confidence and
satisfaction and are an early warning
of service breakdown.Your
comments can also help in the
prevention of repeat problems.
Standards
The local offers are the standards you
would like us to achieve. Early results
last summer showed that some
serious improvements were needed.
As a result we have worked hard to
make improvements. This included
updating our policy, streamlining it
and making it easier to use and
training all staff so that they can deal
with any level of complaint in an
effective and confident manner.
Better Systems
We also update our computer
systems so that anyone can inform
you about the status of your
complaint.
This has led to enormous
improvements which we are keen to
continue in 2012.
The new complaints policy is now
available on our website or we can
send you a copy on request.
12 Derwent LIFE
Derwent
TSA is toast
In 2010, Housing Minister Grant Shapps
announced that the Tenant Services Authority
(TSA) “was toast.”
Since 2008 when it did a national
consultation in a pink camper van, it
has worked to improve the standard
of service for tenants but from April,
the regulation of affordable housing
moves to the Homes &
Communities Agency
(HCA).
Checks and balances
The HCA will set the
standards for
landlords, focussing on
financial stability and
value for money, and
provide a back-stop if
there are serious
concerns.
The boards of
housing providers are
responsible for
performance but
should be monitored
and challenged by
customers. Derwent
Living already has
an effective
resident scrutiny
team and the new
residents’ strategic
council, both of
which have a role
to play.
There is more on
involvement
opportunities
throughout this
magazine and in the Get Involved
section of our website.
s
t
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ptember.
July to Se
on our loca
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This is how w
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On the ball
December, an
The
Need
us to call you back?
– you got it!
We returned 80% of calls within one
working day, compared to 75%
previously. For Lincs & Northants
customers, we hit 89%, but for those in
Milton Keynes, just 49%. We’ve taken
steps to reduce the effect of staff
being out of the office on
appointments or on
leave.
Complaint call back to have
a chat
CSAs are all stars
54% of the 7277 calls we received
were dealt with by the person who
answered the phone, four per cent up on
the previous quarter and about what we
want. Our customer service advisors are
knowledgeable and can deal with many
enquiries, but will put you through to
a relevant department
if necessary.
Rapid resolutions
The improvement continues with how
quickly resolutions to your complaints are made.
Complaints continue to be a priority and were
resolved within ten days 83% of the time, 12% up
on the previous quarter. Notts was lowest at 80%,
and Milton Keynes achieved 100%.
Acknowledging complaints within
two days is up by a whopping 68%
since the first quarter to 76%. This is
12% up on the last quarter. For
Milton Keynes the figure is 83%, and
the lowest was Leics at 71%. Sharon
Emergency repairs
Guest, head of customer services and
completed within 24 hours
support, said:“I am overwhelmed at
going in the right direction
the efforts all staff have put into
achieving this great improvement.” 95% of emergency repairs were completed
within 24 hours up from 93%, and all areas
achieved at least 93%. Lovell is
adding office staff and engineers
to push towards 100%.
Down down, deeper
and down
Of 45 ASB reports only
four were not
responded to within
one working day. This
was a remarkable
achievement by all staff
concerned. Each ASB
case is different, and it is
essential that
discussions take place
so that customers
understand the
processes involved.
Slowly slowly
catchy monkey
There was a slight
improvement in giving
and keeping an
appointment date and
time slot for a repair,
edging from 51% to 53%.
For Notts customers this
was down to 48% and
Leics was top at 55%.
Unfortunately, we’re not maintaining
Santa has a lot to answer for
the Status Quo in getting a maintenance
Disappointingly completing urgent repairs within
surveyor to visit you within five working days.
five working days went down 12% from 90% to
We’re having to look again at this and
78%. In Staffs and Warwicks, we were down to 67%
following consultation a new measure
although we hit 85% in Leics. The repairs team
will be in place ready for April. We hope
and Lovell are taking steps to deal with the
to see a more realistic, achievable target
effect of the holiday period.
that is agreed by both the surveyors
and the customers and yet
Closing ASB cases
is still challenging.
86% of ASB complaints were closed with customer
agreement, up eight per cent on the previous quarter. In
Lincs this was 100% but only 81% in Derbys. Cases are
only closed without agreement if staff can’t contact a
customer or there has been no more ASB.
Derwent LIFE 13
LIFE
Feature
Derwent
w
o
n
k
u
o
y
o
d
n
e
h
?
t
W
i
e
d
a
m
e
v
you’
with the help of my family, friends and new
contacts, my confidence has strengthened.
You just have to keep doing it. Don’t stop. Don’t
listen to negativity. Keep your good friends.”
But just when do you know you’ve made it?
For David, it’s longevity,“In ten years’ time, if I’m
still making music, selling records and I don’t have
to worry about money, I’d like to think I’ve made
it.” Hannah always wants to improve but says:
“Having been booked to perform on TV’s Strictly
Come Dancing in Poland, I feel I can now call
myself a professional singer.”
A series on young people from the
East Midlands in the public eye
Miss 600 hit the big time!
In 2011, Derby singing duo Miss 600 made it
onto Radio 2 with “Twist” and “Typically Me”,
and were interviewed by Terry Wogan
performing in front of five million people.
Many aspiring musicians would say they’d
made it. SUE WILLIAMS, our involvement
officer, went to speak to them.
“I never decided to be a musician, I’ve just been
one since I was little” laughed David Amar, putting
it down to his dad’s support who took him to gigs
and helped with the guitars and drums. “But I
couldn’t have done it without encouragement
from the rest of my family, management and the
record label.”
David , 25, and 21-year-old Hannah Garner had a
fantastic 2011. Hannah revealed:“The Little
Mermaid inspired me to be a singer when I was
three, and since then, family, friends, and all the
people I’ve met along the way have been a source
of strength.”
In ten years’ time, if I’m still
making music, selling records
and I don’t have to worry
about money, I’d like to think
I’ve made it.
So what has been their biggest barrier?
TECHTALK2012
Gadgets
WORD has it that both the iPhone 5 and next
iPad will launch in 2012. Rumours are that the
iPad 3 will feature a high-res screen like the iPhone
4 and 4S, better camera and faster processor.
Other manufacturers will continue to try and play
catch-up with Apple’s device and are bringing
out more tablet machines of their own.
The best of the rest
look to be
Samsung’s Galaxy
Note - launched last
November - and
Acer’s Iconia, with full
HD display which is due
out later in the year
(pictured).
Games
The annual E3 games
expo takes place on 5
to 7 June in Los Angeles
this year. Rumours are that
the next Xbox is being
announced, however Sony has
said that there will be no new
Playstation 4 info or launch. Could
this be a bad move for the Japanese-based
manufacturer who lost out big time in the last
round of the console war because of their late
launch? Nintendo will try and jump both
Microsoft and Sony by announcing more details –
including pricing - on their Wii U console.
“Music in general”, smiles David. “You need
opportunities, contacts and luck to make this
happen. You have to have fingers in loads of pies
and always say yes to opportunities”. For Hannah
though it’s about self-belief. “I was very shy, but
Web
Got
stor a
Tell y?
us
14 Derwent LIFE
To hear how Miss 600 sound and find
out more, go to www.miss600.com
Will 2012 be the year that sees movie
streaming over the web become mainstream
and signal the death of DVD and other disc
formats? Possibly not – but with internet speeds
increasing all the time, offerings from services like
LOVEFiLM.COM and others will increase this year.
Derwent LIFE 15
Newswire
Contents insurance –
can you afford not to have it?
Imagine: your washing machine leaks and
floods your neighbour’s flat. If you don’t have
contents insurance you could be well out of
pocket for your neighbour’s belongings - as
well as yours. Derwent Living does not insure
your furniture and belongings and strongly
encourages residents to arrange home
contents insurance. It is your responsibility
and may be cheaper than you think.
Derwent Living can now arrange for insurance
for the contents of your home at a special
affordable rate.
Your chance to win £25
of store vouchers
There are seven differences in the two pictures
shown. Some are easier than others! Can you
identity them? If so mark them up clearly on picture
A and return with the tear off slip to Marketing,
Derwent Living, No 1 Centro Place, Pride Park,
Derby, DE24 8RF before Monday 9 April 2012.You
could be the lucky winner of the vouchers.
The winner will be the first correct entry drawn.
A
The cover has been designed to help you insure
most of your belongings as easily as possible and
covers you against theft, vandalism and fire and
much more. Optional extras such as cover for
hearings aids, wheelchairs and personal effects away from the home, are also available for an
additional premium.
The minimum value of possessions you can insure is
£9,000 if you are aged under 60, £6,000 if you are
aged 60 or over. Premiums start from £2.46 and
£1.78 a fortnight respectively. Premiums can be
paid fortnightly or monthly by cash using a swipe
card, monthly by direct debit or annually.
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What are they
talking about?
Name _____________________________________
Address ____________________________________
___________________________________________
Tel No: _____________________________________
I would like more information about the special
home contents insurance scheme
YES
NO
B
Derwent Living competition rules apply, a copy of these rules is available from Derwent Living.
Derwent Living tenants insurance scheme is provided by Jardine Lloyd Thompson Tenant Risks. A division of Thistle Insurance Services Limited. Lloyd’s Broker.
Authorised and Regulated by the Financial Services Authority. A JLT Group Company. Registered office: 6 Crutched Friars, LONDON, EC3N 2PH. Registered in
England No 00338645. VAT No. 244 2321 96.
16 Derwent LIFE
LIFE
Derwent
From the
Twittersphere
HERE is a collection of interesting, thoughtprovoking or amusing tweets (mostly) related to
housing. Publication does not reflect
endorsement or agreement with the views
expressed. These tweets are a launch pad for
discussion or reflection or just for a smile.
@grantshapps [Grant Shapps, Housing Minister]
I'm giving councils the freedom to stop people
playing the social housing system
@24dash [24dash Breaking News]
Woman converts living room of house into 'stable'
for pony
@tom_peters [Tom Peters, author]
Virtually every distressing customer experience
could have been neutralized with just a small show
of engagement and thoughtfulness.
@TrekMovie [TrekMovie.com]
EXCLUSIVE: Sherlock Star Benedict Cumberbatch
Cast In Major Star Trek Sequel Role.
WE live in modern lives of jargon – and
housing is no exception! Every issue we will
highlight words or phrases - and put them into
plain English.
void - an empty home
outcome – a change as a result of actions
business plan – the document that sets out
the organisation’s goals and how it will achieve
them over a set period of time
value for money (VfM) – comparing the
quality of a service against its cost, getting the
maximum benefit with the available resources
key performance indicator (KPI) –
important or national targets to monitor
performance
Let us know which words you’d like to see in the
next issue at [email protected] or
01332 614935.
Derwent LIFE 17
AskSusan
Your frequently asked questions
answered
Why do I have to write in to get permission
when I want to carry out works on my home?
Why can’t you just tell me over the phone
whether I can?
From several customers
It is part of your tenancy agreement
that you must ask permission before
you make any alterations to your
home. We need a letter so that we
can check the work you want done is
suitable for the house you live in.
There are also certain works that
require you to get engineers
with specific qualifications.
By writing we can ensure
that we check this and
inform you accordingly.
We may also have to come and inspect the work
once it has been done. So if you want to carry out
any work on your home write to Derwent Living
and we can inform you of what you need to do
next.
Why is Derwent Living having to take
austerity measures and save money?
Gordon, Derby
Derwent Living, like many other organisations has
been affected by the credit crunch. We don’t
receive nearly as much grant funding from the
government as we used to and we can’t build
and sell lots of houses because of the
property market to bring in large amounts of
money.
We also have homes that need lots of repair
work as they get older, which costs more
and more each year. We are now paying
more for all of our services because
of VAT being at 20%. This means
that we have to make sure we
make the most of what we spend
and are providing the best value
service we can.
If you have a question to Ask Susan send it to [email protected]
or call 01332 346 477 and give it to us.
Joinintheconversation Whoyougonnacall?
Last year’s ‘mystery shop’ showed that the feel-good
withe-learning
factor reported by callers increased from 29% to
DERWENT Living is to hold its first ever online ‘learning webinar’ event this month.
The session, which will be held on 29 March at
11am, will focus on the pending changes to
Housing Benefit and the new Universal Credit.
It’s not complicated; all you need to do to be part
of the e-learning event is to have a computer –
and register for the event.
Rupert Weeden of Derwent Living said:
“We can provide assistance to help
customers set up their computers to
access the on-line learning along
with a free web cam if needed.”
Customers interested in the
forthcoming changes to Housing
Benefit and Universal Credit or
seeing how on-line learning
works can register by emailing:
[email protected].
18 Derwent LIFE
LIFE
Derwent
80% from the previous year. But we think we can do
even better.
The exercise found that we offer our most effective
communication through our customer service advisor
team. Your call is immediately logged. There is a
fantastic line-up of skilled and knowledgeable
colleagues so regardless of holidays, meetings or illness,
there will be someone to respond to your call. Our
contact management monitors the calls and records all
the information we need to answer your query. This
helps with any further calls.
If you use someone’s direct line your message
may get missed or delayed. The person you
think you want may be on site, off work,
driving, or even have left. To get the best
service, please use our main number and
our customer service advisors will help
you themselves or find a person who can.
So who you gonna call?
The customer service advisor team on
01332 346477.
If you would like this magazine in large print, or listen to it on
tape or CD, or read it in your own language, please contact us
on 01332 346477 or at [email protected]
Wordsearch
Commonwealth
countries
Sudoku–justforfun
Can you find our missing word? This year, members of the royal
family will be visiting Commonwealth countries to mark the
Queen’s diamond jubilee. Here is a list of 23 countries to be visited,
but only 22 of them are in our word search. Names made up
of two or more words, like Papua New Guinea, are treated
as a single word in the word search. Which word is missing?
B U E R O P A G N I S A S A A A I Q A D T T N
I A N T I G U A A N D B A R B U D A I S A E N
A A A A M T D P A P U A N E W G U I N E A U N
K T R I N I D A D A N D T O B A G O A I A Q U
B N O Z G I M A L A Y S I A L N O D G A Z I B
E O A A S D N A L S I N O M O L O S D O D B D
L A O N T S D U S A M A H A B T M A C S D M A
I R I U E E O I A A S A E N I N N I A T S A A
Z C A N A D A D U C C S I M A E O L U A N Z O
E E R I A I B M A Z A I A D R T E A L I I O A
D A D I B D B A Q B A D A G N I A R A A T M T
S A D B I A T L A M R T N M T I T T V G E I A
N E W Z E A L A N D U A A A A E U S U P A A I
S T L U C I A A A A I S B D G J S U T A A U Z
S T K I T T S A N D N E V I S U I A U I A B G
T I A V O B D I N G G A R L T T G A M G D A N
6 8 9
ANTIGUAANDBARBUDA
AUSTRALIA
BAHAMAS
BARBADOS
BELIZE
CANADA
GRENADA
INDIA
JAMAICA
MALAYSIA
MALTA
MOZAMBIQUE
NEWZEALAND
PAPUANEWGUINEA
SINGAPORE
SOLOMONISLANDS
STKITTSANDNEVIS
STLUCIA
STVINCENTANDTHE
GRENADINES
TRINIDADANDTOBAGO
TUVALU
UGANDA
ZAMBIA
The word missing from the word search is:
........................................................................................................................................
Name _____________________________________________________
Address ____________________________________________________
The first correct entry in each category (post, email, text and telephone)
drawn at 12 noon on Monday 16 April 2012 will win a £10 gift voucher.
To contact Michael Futers you can choose:
Post:
Michael Futers, Derwent Living, No 1 Centro Place,
Pride Park, Derby, DE24 8RF
Telephone: 01332 346477
Text:
07866 594961
Email:
[email protected]
3
7 5 1
8
5 2
9 2
1
6 4
3
4
2 1
5 6 7
9
7
3
7
8
9 6
1
3
Congratulations to:
The lucky winners of £10 bonus
bonds in our winter birds word
search are:
Kath Hopkin
of Kirkby-in-Ashfield,
Margaret Driscoll
of Mickleover,
Betty Bode of Chellaston, and
Muchineripi Kafuru of Derby.
The answer was Robin.
All competitions are open to all
customers irrespective of age
and tenure. Entrants can submit
answers by post, text, telephone
or email.
Terms and conditions apply ask for details.
The winners in our quarterly
Direct Debit Prize Draw are:
1st prize £175 in shopping
vouchers - Miss A Wright of
Loughborough.
2nd prize £50 in vouchers Mr P Allen of Darley Abbey
3rd prize £25 in vouchers Miss Antonia Hutchinson of
Hinckley.
All tenants that pay by
cleared direct debit are
automatically entered into
our quarterly prize draw. For
more information about the
prize draw and how to enter,
please contact our accounts
team on 01332 614896.
Derwent LIFE 19
Y
A
D
R
U
T
A
S
2
1
0
2
E
23 JUN IL 3PM
T
N
U
M
A
1
1 OUNDHOUSE, DERBY
THE R
IES
T
I
V
ACTI
’S AGM
G
N
I
V
I
L
T
N
E
DERW
DRINK
WHAT’SON?
!
!
!
!
!
FREETRANSPORT
WHEREIS IT?
FOLLOWUSONLINE
FREE T
T
SPOR
N
A
R
ES
Z
I
R
WIN P
FOOD&
LAST YEAR’S BIG GET TOGETHER

LIFE - Derwent Living

Transcription

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