December 2012 - Genesis Housing Association

Transcription

ISSUE
ISSUE6 4december
JANUARY 2012
2012
Highlights of
the year
Benefits are changing
– how will you be
affected?
Contents
We're getting better
housing
benefit is changing
8 Your
Call centre improvements:
Live chat and frequently asked questions
14
3
We're getting
better
At Genesis, we believe in
providing excellent customer
service so that our residents feel
that their queries or issues are
resolved in a timely and effective
way. As such, we are
developing our online
services to make it easier
for you to contact us and
to get your queries
answered
instantly.
Summer
of fun
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Survey and
competition
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Resident award
Within the
next couple
of months, we
will have an
interactive
frequently asked
questions feature on
the Genesis website,
winners
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Your letters
Keep a look out on
www.genesisha.org.uk
for the upcoming changes.
Easier ways to pay your rent
Are you a temporary housing resident? From 14 November
2012, you will be able to pay your rent over the telephone,
as other residents have been able to.
Contact Genesis:
To pay by phone you will need a bank card. We hope that
this will make paying your rent easier.
[email protected] | www.genesisha.org.uk
033 3000 3000
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allowing you to easily obtain
answers to commonly asked
questions. Additionally, we are
working on creating an online live
chat service that will mean you
can get in touch with contact
centre staff without having to
phone or await an email
response. Of course all current
contact services such as phone,
email, events and meetings will
still run as usual; these new
features will be added to enhance
the support we currently provide,
not to replace anything.
For more information about this service please telephone
our contact centre on 033 3000 3000
ISSUE 6 DECEMBER 2012 / G magazine
G magazine / ISSUE 6 DECEMBEr 2012 3
We're pleased to report improvements in the
standards of service we provide to our
residents. In 2011, our Resident Scrutiny
Panel and Regional Committees were clear
that they wanted to see improvements in our
repairs service and in the service provided by
our contact centre. We listened, and created
a set of service standards by which we
measure our performance.
Considerable efforts have been made to
achieve these services standards, and we are
now starting to see improvements.
For the repairs service, customer satisfaction
with the quality of repairs (at 78%), customer
satisfaction that repairs are completed right
first time (at 71%), and customer satisfaction
that repairs appointments are kept on time
(at 88%) are all the highest levels of
satisfaction ever achieved within Genesis.
For the contact centre, call abandonment
rates (at 4%) are at their lowest ever, and
satisfaction with us getting back to you when
we say we will (at 94%) and that contact
centre staff are polite and helpful (99%) have
both shown strong improvement.
For the contact centre, call abandonment
rates (at 4%) are at their lowest ever, and
customer satisfaction that it is easy to get
through (at 77%) and that contact centre
staff are polite and helpful (at 98%) has
shown strong improvement.
Excellent
service
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A big thank you to the residents involved in
helping us focus on the right things, and to
the staff who have contributed to these
improvements.
We know there's plenty more work to be
done to keep improving services, and we'll
keep you posted. For the latest, please go to
the 'How we are performing' section of our
website.
Fancy being a
mystery shopper?
by charlotte philippou, RESIDENT INVOLVEMENT OFFICER
What is mystery shopping?
Mystery shopping is used
by many organisations
to measure the quality of
services. It helps us make
sure we are keeping the
promises we have made to
you, identify areas where
we are performing well,
where we can improve, and
hopefully increase resident
satisfaction.
What would I do?
You pose as a secret resident
and run through some tasks
to measure the quality of our
services. Your
identity is kept
a secret, with
very few people
at Genesis
knowing who
you are.
You may be asked to send
an email, log a repair, visit an
office, use the website or ask
questions. You’ll then report
back to let us know how it
went. The information will
then be passed back to senior
managers at Genesis about
how our staff have performed
and how we can improve.
You will receive full training
and have your expenses paid.
If you’re interested in joining
our next round of mystery
shopping, please contact me:
020 8548 2109, charlotte.
[email protected]
Repairs service update
Shenstone Services Limited is being re-branded
under the Genesis name and will be known as the
Property Services Division. This change is part of
our continued commitment to improve the repairs
service we provide.
We will keep you updated on the improvements we
are making and you will have the opportunity to
contribute to these plans over the coming months.
As you may already know, Shenstone is our internal
repairs and maintenance contractor who provide an
essential service in maintaining many of your homes.
This change means that from 22 October 2012, the
Shenstone name and logo will no longer be used.
You may have noticed the change over the past
weeks, as the vehicles and uniforms used by our
employees have been updated with the Genesis
name and logo.
Our improvement plan
We want to provide the best services for our residents. We know
that we have not always managed to achieve this but we have
been listening.
This is a big task, and you may not see the change immediately,
but we are already working on improving:
• Our customer complaints procedure
• Our repairs services
• Residents' access to Genesis, including via the web and
the contact centre
Your property
manager is
more available
We listen and
respond to
your needs
and feedback
Your repairs
are done more
promptly and more
conveniently
What change will look like:
You can
manage your
tenancy
online 24/7
Changing service charges
We know that there is room for improvement in
the way we deliver service charges. That’s why,
as part of the Genesis Way programme – set up
to improve all aspects of Genesis – we will be
reviewing and improving service charges.
We provide annual accounts to all residents who
pay service charges. We would be happy to discuss
any questions you have about your accounts after
you have had an opportunity to review them.
Please contact us on 033 3000 3000.
Mini guide to service charges
Service charges cover the costs of
managing, maintaining, repairing and
insuring your property. They also cover
other resident services. These include
cleaning, concierge, caretaker, lifts and
pest control.
Service charges vary because
services vary. For example, if
you live in a block with a lift,
you will be charged more
than if you lived in a block
with no lift.
Your weekly or monthly
service charge is
calculated on a yearly
basis. We charge you
an estimate of how
much we anticipate services
will cost by looking at spending
in previous years. Charges
normally change in April and
we try to give at least a month’s
notice of any changes.
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G magazine / ISSUE 6 DECEMBEr 2012 Because this is an estimate, the actual cost of
service charges is sometimes higher or lower than
our calculation. Every September we will send you
a summary of the actual costs of service charges in
the previous year. This will show you the difference
between the estimates that charges were based
on and actual spending.
What to do if you have been charged too much
or too little
If you are a leaseholder and you have paid
too much you can either claim back the
difference or leave it in your account to
cover future charges. If you have paid too
little we will write to let you know how much
you owe. If you cannot pay immediately we
can arrange a payment plan for you.
If you are a tenant the difference (whether
too much or too little) will be reflected in
the following year’s charges.
If you have any difficulty
paying your service charges
please contact your Credit
Controller or Supported
Housing Area Manager
for confidential advice.
They will discuss your
options and can arrange a
payment plan for you.
We strive to make our service
charges fair and transparent.
If you feel that your service
charges are not reasonable you
can request to view and take
copies of invoices and other
service charge documents.
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Your money
CONTAIN
S
IMPORTA
NT
INFORM
ATION
Important changes
to your benefits
Do you receive benefits?
The Government is making
changes to benefits that
may affect you. If you are
below pension age and
living in a household where
no one is at work, now is a
good time to start thinking
about the effects changes
could have on you and your
family.
If you are not working and not
receiving a pension, the way your
benefits are calculated and how
you receive them will change
from April 2013. People who
receive a state pension will not be
affected. If you live in supported
or sheltered housing, you will also
not be affected.
If you – or anyone living with you
– think you may be affected you
can get in touch with Genesis’
contact centre, who can put you
in touch with our team who offer
support and advice.
There are three key changes that
you need to think about from
April:
1)Benefit Cap – April 2013
The government have decided
that households where people
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are out of work should not receive
more money in benefits than the
average salary. As a result of this,
from April 2013, all out of work
households of working age will
see their total household benefit
entitlement capped.
£500 per week – single parents
and couples (with or without
children and irrespective of the
number of children in the
family)
£350 per week – single person
households
This capped amount includes
housing benefit and personal
allowances. If, following the
introduction of the cap you have
difficulties with your rent, it is
important that you contact
Genesis’ contact centre as soon
as possible so we can advise you
on managing your individual
household circumstances.
The cap will not affect you if you
qualify for any of the following:
• Attendance Allowance
•Employment and Support
Allowance (if it includes a
support component)
• Industrial Injuries Benefits
•Disability Living Allowance
(Personal Independence
Payment from April 2013)
•War Widow's or War Widower's
Pension
•If you are working 24 hours or
more per week.
2) Too many bedrooms?
From April 2013, there will be
changes to the way housing
benefit is calculated. There will be
new rules on how many
bedrooms you are entitled to,
according to the size of your
family. People who are of working
age who receive housing benefit
will see their entitlement reduced
if they have more bedrooms than
they are entitled to under the new
rules.
The new rules mean you will have
your housing benefit cut if you are
considered to have one or more
‘spare’ bedrooms.
The new rule allows one bedroom
for each of the following:
• a couple
•a person who is not a child
(aged 16 and over)
•two children of the same sex
(under 16)
• two children who are under 10
•any other child, (other than a
foster child or child whose
main home is elsewhere).
•a carer (or carers) providing
overnight care
If you have one ‘spare’ bedroom,
your housing benefit will be cut
by 14%. If there are two or more
‘spare’ bedrooms your housing
benefit will be cut by 25%.
For example if your rent is £100,
and you are now receiving 100%
housing benefit to cover this cost,
from April 2013 your benefit will
fall to £86.00 if you have one
‘spare’ bedroom. If under the
new criteria you are considered to
have two or more ‘spare’
bedrooms, your benefit will fall to
£75.00.
You will be responsible for paying
the difference from either your
new capped benefit entitlement,
or seek new or additional
employment.
If you think you might have a
‘spare’ room under the new rules,
please contact Genesis so that we
can help you through these
changes.
3) Council tax benefit
– April 2013
From April 2013 it is likely that
everyone under pension age
will be expected to pay
something towards their
council tax. This means that if
you currently receive full relief,
from next year you will be
expected to pay a proportion of
your council tax bill. The exact
amount will be calculated
differently for each local
authority. Your local council can
tell you how your household is
affected.
Universal Credit
– October 2013
From October 2013 Universal
Credit will replace all your current
benefit payments, including
housing benefit and jobseeker’s
allowance. Universal credit will be
paid directly into your bank
account once a month.
ONLINE
CALCULATOR
There is a handy online
tool called the benefits cap
calculator, which you can use
free of charge. This will tell you if
you might be affected by the benefit
cap next April.
You can find the benefits calculator
online at www.dwpe-services.
direct.gov.uk/portal/page/
portal/bcc/lp
You will then have to pay your
rent and any other expenses from
this single payment.
If you are working you may be
eligible for working tax credit. This
will be in addition to your
universal credit payment, so will
not count towards your weekly
maximum benefit entitlement.
Over the coming months Genesis
will be working with residents to
minimise the impact of the
government’s changes. For further
information or if you have any
questions please contact us:
Call our contact centre:
033 3000 3000
Email your property manager
Genesis will keep you up-to-date
about all the benefit changes.
Highlights of the year
Its been a packed year for us at Genesis. We’ve been working hard to keep
improving our services in all sorts of ways. There’s also been plenty of exciting
events, useful training courses and fantastic resident and community
achievements. Here are some of the highlights:
Care and support
Our care and support team provide services to vulnerable people in London and the South East to enable
them to live independent and fulfilling lives. This year, they have been as busy as ever. Beyond day-to-day
support, our team organised a range of events and initiatives.
Community spirit
Over the year, our charitable
foundation, Genesis Community,
has run a huge number of
community development
projects across London and the
south east.
Community involvement and
engagement
Our work with younger residents
is one element of Genesis
Community we’re really proud of.
Over 650 young people have
been involved with Genesis
Community in the last year.
We had particular success at our
Woodberry Down and Grahame
Park regeneration projects which
created a joint programme for
young people. These were much
more than just fun events to pass
the time, our younger residents
have said that Genesis
Community’s activities have
been a big boost to their
confidence and self-esteem.
Digital inclusion
With 17 million people in the UK
without access to computers or
the internet, there is still a
massive potential for the most
socially and economically
disadvantaged people to become
10
Diss open day
more and more cut off. To
combat this, Genesis Community
has worked with over 2000
residents – many of them older
people – to teach them how to
use a computer or to improve
their existing skills.
residents signed up for our
business start-up training. As well
as training the course offers
mentoring and the possibility of a
Kick Start grant at the end so
we’re hoping to see many more
new businesses next year.
Improving the skills of our
residents is a big part of Genesis’
Community’s work. The
Opportunities Plus programme,
which helps support residents to
achieve their aspirations has
worked with almost 900
residents to guide them through
ourvarious programmes.
Financial Inclusion
We’ve been helping people to
make the right financial choices,
avoid getting into debt and
paying high interest rates and
claim the benefits to which they
are entitled. Most importantly we
help people plan ahead and make
the best use of savings, pensions
and insurance.
Employment, enterprise and
training
Genesis Community has been
helping people into work.
Through all our training
programmes more than 1,000
residents have improved their
skills through training. The
support provided by our IAG
service has facilitated 79 people
in finding permanent work.
We’ve also had business success,
with 3 businesses selling goods
ranging from organic dog food to
beauty products emerging from
our business start up scheme. In
September, twenty more
Between April 2012 to October
2012, our financial inclusion
programme helped our residents
gain more than £167,700 in
additional benefits they were
entitled to.
We’ve helped residents access
better deals from their energy
suppliers through energy best
deal sessions.
We also secured a bit of the
Olympic legacy. Duvets, pillows
and crockery from the Olympic
Villages when they were
dismantled after the Olympics, for
distribution to vulnerable residents and
use in the winter night shelter project in
Ipswich.
Volunteer success
This year we’ve worked with some
fantastic people as part of our
volunteering programme. More than
100 of you have volunteered for various
roles.
Our volunteers have enjoyed their roles,
developed new skills and confidence,
have made a real contribution to their
communities, and 13 of them have
used their volunteer experience to find
jobs.
Grahame Park Community and
Economic Development Strategy
Launched
The Grahame Park Community and
Economic Development Strategy
provides a framework for community
and economic development activity in
Grahame Park. It is based on a
partnership approach involving a range
of organisations including statutory,
community and voluntary, housing and
the private sector. Its purpose is to
coordinate community and economic
development work, in order to avoid
duplication, ensures maximum value
and impact.
G magazine / ISSUE 6 DECEMBEr 2012 Our scheme in Diss, which provides supported
accommodation for single homeless people and those
threatened with homelessness, hosted a fantastic open
day. As part of our community involvement programme,
representatives from Norfolk and Waveney Mental
Health Trust, Diss Police Safer Neighbourhood Team, and
Stonham Homestay attended and met our residents in
their own home.
Residents were fully involved in organising the event and
decided to cook chilli and rice, and a variety of cakes.
Some of the residents were up at 7.30am to help tidy
up the scheme and garden. They helped with cooking,
preparing refreshments and of course enjoyed sampling
the fruits of their labour!
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And the winners are...
In July we held our first ever
Genesis resident’s and volunteers
awards at a glittering ceremony in
central London. The awards
recognised our star residents and
volunteers, those residents who
go that extra mile in their
communities. The event was
attended by 150 residents and
staff representatives from across
Genesis.
Region 2 – Jim and Rene Baterip
Jim and Rene are devoted to
helping their elderly neighbours
and also arrange daily activities to
bring people together and keep
them active.
Thanks to everyone who
nominated worthy neighbours
and members of their
communities for recognition in
these awards. It was inspiring to
hear about all our many residents
who have been helping, organising
and generally making things
better in their communities.
However, there can only be one
winner in each category and we
are pleased to announce the
winners are:
Region 4 – Horace Malcolm
Horace inspects his scheme daily
to ensure problems are resolved
quickly, helps his neighbours and
constantly strives to help his
community.
Outstanding Genesis
neighbour of the year
Region 1 – Carol Johnson
Regularly attending the
Partnership meetings, Carol is the
voice of the community, and also
supports her vulnerable
neighbours.
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Region 3 – Rogilia Largado
Rogilia consistently goes out of her
way to help those less able than
her in her block.
Region 5 – Ian Kleinberg
Chair of the residents association
and local camera club Ian works
hard to get the best service for his
fellow residents.
Community project of the
year
Thelma Evans – South Kilburn
Older Persons Project
Since 2001, Thelma’s community
group has been running a range of
activities for over 50’s in Kilburn.
Best new enterprise
Michael Gosling for his business
Cre-namic, Woodberry Down
Less than 12 months after setting
up their own business Michael and
two friends have been awarded a
high profile contract
Volunteer of the year
Neil Charles
Dedicating his time to helping
others transform their lives, Neil
volunteers on a range of Genesis
programmes.
Young person of year
Jordan Barker
Jordan volunteered an entire week
for the Genesis Community Easter
programme and was a fantastic
mentor for the young people who
attended.
Outstanding achievement
Rhys Walter
Rhys is a recovering addict who
now tours the country to offer
support and encouragement to
residents with drug and alcohol
problems helping them to access
treatment.
Summer of fun for young residents
It was an action packed summer
for young Genesis residents.
“I loved it all!” said one happy
resident who took part in
summer workshops organised
by Genesis. The workshops,
taking place across our
communities in London, gave
young residents the chance to
take part in activities ranging
from football to poetry writing.
Over in Stratford, it wasn’t just
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the Olympics that raised spirits.
“I am really grateful to Genesis
Community for organising our
summer” explained Michael
Omari, 15, who took part in
the workshops. “It can be a bit
miserable when all your friends
are on holiday but you can’t go,
so it was nice to have lots of
things to do.”
The programme was designed
to encourage young people
to be active, thoughtful
and creative. The activities
included canoeing, climbing,
bowling, rounders, taking part
in Newham festival of sport,
a cinema trip, art workshops,
keyring and badge making,
t-shirt designing, a treasure
hunt and a day trip to the
Arsenal stadium. They even
rounded off festivities with
a trip to the Goalball at the
Paralympics.
At Woodberry Down and
Grahame Park regeneration
schemes, there was an array
of fun and games to beat the
summer boredom. Kids took
part in sports such as mountain
biking, rock climbing and water
sports, as well as drama, music
recording and street dance.
Away from the sports young
people at Woodberry Down
G magazine / ISSUE 6 DECEMBEr 2012 signed up to a Junior Wardens
programme, where young people
found out what was involved in
keeping their neighbourhood
safe. From designing their own
uniform and going on patrol with
local security specialists by the
end of the week the group were
fully fledge junior wardens and
knew how to keep safe where
they live.
Meanwhile, the Mitchelbrook
estate in Neasden, London
became a hive of artistic
and sporting activities with
their special summer youth
programme. A whole host of
activities were organised. “The
football was wicked. In general,
I enjoyed it all” said Jahbarae
Brown who took part. The three
week programme was praised by
parents for keeping the kids so
happy for so long.
15
How yo
d
e
t
ra
b
le
e
uc
Olympic fever was running
high throughout the Olympic
and Paralympic games at
Stratford Halo, our
regeneration scheme in East
London, where residents were
lucky enough to be living close
to the action.
bilee...
u
J
the
Many residents organised
Olympic parties with views over
the stadium. While inside the
stadium a number of residents
danced in the opening
ceremony.
Despite facing some disruption
to normal life, residents took
inconveniences very graciously
and could not help but get caught
up in the atmosphere.
What do TeamGB Olympic gold medalists Tim
Baillie and Etienne Stott have in common with
Genesis? A canoe of course!
Olympic fever hits
Stratford Halo
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To celebrate the 2012 Olympics we offered our
customers in Broxbourne and East Hertfordshire
the chance to take to water at the Herts Young
Mariners Base, next to the now infamous Lee
Valley White Water Centre. This is not just a great
opportunity to learn new skills (they are working
towards a nationally recognised canoeing award)
but is a real chance to be part of the Olympic legacy.
Splish splash!
The past year has seen
some real progress on
our large regeneration
projects – Woodberry
Down and Grahame
Park. Both are based in
London and will see the
completion of thousands
of new homes, as well as
community facilities,
schools and business
units over the next 20
years.
Grahame Park celebrates
home completion
Woodberry Down business success
There will be clinking of glasses at our Grahame Park
office as they celebrate the completion of the last of
the 319 new homes in June. This signals a key
milestone in the 15 year regeneration, the
completion of Phase 1a (that’s the bit around the new
park to you and me) and couldn’t have been
achieved without outstanding partnership working.
The regeneration team have worked closely with the
developers Countryside Properties throughout the
development, decanting and allocation processes
to deliver not only beautiful homes, but excellent
housing management and customer service.
Teenage kicks
Genesis created youth forums at
Stratford Halo and Woodberry
Down, our London regeneration
sites, to give young people a voice
in their community, whilst also
providing an opportunity to have
fun and make new friends.
During the summer holiday, the
young people in the Stratford Halo
youth forum – for six to 16 year
olds – designed and delivered a
host of exciting events that
included bowling and ice-skating.
One of the highlights has been the
weekly kickboxing classes.
"Its really good!” said Iris DandouDambelle a young resident,
“it helps us to learn how to defend
ourselves and its really fun.
Sometimes at home we get bored.
It really helps us to keep our body
and mind healthy".
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Meanwhile on
Woodberry Down,
Shine, our youth
forum for eight to
13 year olds has
been popular.
After designing
their own logo
the forum sought
the support of
local parents
who were
trained by
Genesis to manage the forum and
seek funding. This ensures that
the forum can continue providing
opportunities for the young
people of Woodberry Down.
community and help make
decisions about where they live.
They host events and activities as
well as representing the views of
young people at Woodberry Down.
The Youth Engagement Project is
for residents of Woodberry Down
aged between 13 and 19. It aims to
empower and encourage young
people to get involved with their
Fancy getting involved?
Contact our teams at:
Stratford Halo on 033 3000 9000
or Woodberry Down on
020 3222 7000.
Twelve months after joining
Genesis’ business programme,
three Woodberry Down residents
are finding that their business is
flourishing.
Michael Gosling, John Campbell
and Yemi Akinfenwa launched
their security business with the
support of Genesis’ ‘Four steps to
starting your own business’
scheme. A year in, despite the
difficult economic climate,
Cre-Namic is thriving and is now
creating jobs and recruiting
people from the local area.
G magazine / ISSUE 6 DECEMBEr 2012 Their greatest achievement so
far was when they were awarded
a contract by Berkeley Homes to
deliver security Warden services
in an area of Woodberry Down.
This contract is a great
achievement for the business,
showing how the regeneration is
helping local people deliver local
services for fellow residents.
Ruchell Peng, Regeneration
Manager at Woodberry Down,
said “Congratulations
Cre-namic. It’s great to see a
real success story come out of
the Four steps scheme, as it
shows other residents what
can be achieved through a bit
of hard work.”
Open to all Woodberry Down
residents the Four steps
programme is a free step-bystep programme which offers
professional advice and support
to residents on how to develop
business ideas into successful
trading companies. Contact
Paula Hines on 020 3222 7000
for more information about how
you can join.
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At the helm
This year saw some changes at the very top of
the Genesis ladder. As part of our commitment
to improve services and make things better for
all our residents and customers, we created a
new Executive team. We recruited people with
the skills and passion to deliver our ambitious
improvement plan.
So who’s at the helm?
Neil Hadden, Chief
Executive Officer
Neil provides
leadership for our
whole organisation.
He has bags of
experience having
entered the housing
sector in 1978. He
worked as Deputy
Chief Executive at the
Housing Corporation,
the industry regulator prior to TSA & HCA. He became
the Assistant Chief Executive before becoming Chief
Executive at Aldwyck Housing Association in 2005.
He became Genesis' Chief Executive in October 2009.
Jackie Bligh,
Director of
Governance
and Compliance
Jackie ensures that
our staff are
supported to do their
job using the
appropriate
processes and
policies and that we
are compliant with
legislation, manage our corporate risk, insurance,
audit and quality assurance.
Jackie has extensive experience in the housing
sector having worked as Chief Executive/Managing
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Director in small to medium sized housing
associations, operating in rural communities to
inner city London.
John Carleton,
Executive Director,
Markets and
Portfolio
John leads the teams
that make up our
Markets and Portfolio
Directorate. He is
responsible for
creating value in our
portfolio via decisions
we make on
investment and disinvestment. This involves a focus
on much more than the homes we manage and
build, and includes the places in which these homes
are located and the communities which occupy
these places.
John has extensive experience in housing
development and finance after a varied career in
housing, banking and consultancy. This includes an
earlier role as the Director of Investment and
Regeneration for the Housing Corporation in the
North of England.
Trustee and Chair of the Resources Committee of
Brunelcare, a provider of affordable housing and
care to older people. Robert trained as a Chartered
Accountant within PriceWaterhouseCoopers’ public
sector practice where he had a number of housing
association, charity and local government clients.
Laurice Ponting,
Executive Director,
Communities
Laurice’s job is to
make sure we are
providing the right
services to our
customers in the
right way, and that we
deliver excellent
customer service.
Laurice joined the housing sector in 1980 and since
then has worked in all aspects of housing in both local
authorities and housing associations. For the last 10
years she has worked at Mercian Housing Association
in Birmingham as Chief Executive and then Managing
Director upon Mercian joining the Circle Group.
Laurice has chaired Birmingham Social Housing
Partnership, been a member of the NHF Regional
Committee and board member of the Aston
Reinvestment Trust, a community finance company.
Robert Kerse,
Executive Director,
Resources
Robert leads Genesis’
Finance, Treasury, IT
and Procurement
activities. Ensuring
financial stability and
the delivery of good
Value for Money
services are the prime
aims of Robert’s role.
Above: Jackie Bligh judging a baking
competition, where some of our care
and support residents entered
Halloween inspired cakes.
Left: John Carleton at the launch of the
Grahame Park Community and
Economic Development Strategy.
Genesis is Robert’s third Finance Director role in the
housing association sector. He has also been a
Alastair Clegg,
Executive Director,
Organisational
Effectiveness
The people person,
Alastair makes sure
we have the right
people working for
us. He joined Genesis
from Notting Hill
Housing Group,
where he spent four
years as Director of Corporate Services, as well as a
year as Managing Director of Presentation Housing
after its merger with Notting Hill. Prior to that,
Alastair spent 13 years in the civil service, working
both in Whitehall and managing service delivery in
the Court Service, including as Director of the Royal
Courts of Justice.
G magazine / ISSUE 6 DECEMBER 2012
21
Halo-ween fright night
Keep toastie with free insulation
As the evenings drew in and October came round,
things were getting seriously spooky at Stratford Halo,
our regeneration scheme in east London, where
young residents dressed up as ghouls and monsters
for a Halo-ween party.
We want to help you stay warm this winter, so we have teamed up with
Climate Energy Ltd to install insulation in all our properties free of
charge. This will not only help keep you snug and warm, it should go
some way to helping reduce your fuel bills. By reducing how much
energy our residents use on heating it will also help the environment.
The party, organised by Genesis Community as part of
a half-term holiday youth programme, was a big hit
with local residents. Kids took part in games such as
pin the teeth on Dracula, apple bobbing and wrap the
mummy. An all together frightful success.
All Genesis properties are eligible for a free survey. This survey will help
us know what insulation your home already has and how we can
improve it. We will then discuss your options with you. All insulations will
be installed by the end of the year and more than 80% of installations
will be free.
Approved contractors will be visiting our properties on behalf of Climate
Energy to undertake these surveys. The surveyors will be carrying
identification badges at all times for security and verification purpose.
For more information and to book your free survey please contact Sade
Sanni on 020 7563 0195 or email [email protected].
Call centre
Christmas
opening hours
Our number is 033 3000 3000
Monday 24 December
8am – 6pm
Tuesday 25 DecemberClosed: Emergency Repairs only
Wednesday 26 DecemberClosed: Emergency Repairs only
Thursday 27 DecemberClosed: Emergency Repairs only
Friday 28 DecemberClosed: Emergency Repairs only
Saturday 29 DecemberClosed: Emergency Repairs only
Sunday 31 DecemberClosed: Emergency Repairs only
Monday 1 JanuaryClosed: Emergency Repairs only
Tuesday 2 January
8am – 6pm
22
Your story
Wilfred Ebun-Cole is a resident
representative from Canning
Town in East London and is
eager to spread the word about
the benefits of volunteering.
As a resident representative,
Wilfred is very active. He has
been elected to scrutinise and
influence Genesis services on
the resident scrutiny panel
where regional committee
members can raise issues
directly with Neil Hadden,
Genesis’ Chief Executive and
with the Chair of the Genesis
Board, Charles Gurassa.
In addition, Wilfred played a
pivotal part in improving the
security and environment on
Genesis schemes, streets and
developments for which he was
nominated for a resident of the
year award. He has also helped
recruit residents to the regional
committees.
The work is not all meetings,
Wilfred represents Genesis at
events such as the recent
residents awards ceremony and
visits developments and
schemes to meet residents.
These include Stratford Halo on
the edge of the Olympic Park,
and St Giles; a care and support
housing scheme in rural Essex
for residents with learning
disabilities.
Helen Dobbs, Head of Customer
Engagement East, visited Wilfred
at his Genesis Housing
Association flat in Canning Town
in July. Wilfred has lived there for
the last two years. From his flat
he has a view of the Olympic
stadium and from the front of his
block, cable cars from the
Greenwich Peninsula to the
ExCel Centre can be seen flying
over the Thames.
Helen You live so close to all the
Olympic action, were you lucky
enough to get tickets?
Wilfred Unfortunately not, but I
will be watching it on TV. I am
particularly keen on the tennis!
Helen Why did you decide to
volunteer as a resident
representative with Genesis?
Wilfred It was my Property
Manager Katie who encouraged
me to join the Regional
Committee. However, all my life I
have worked in charitable
organisations, for example
Christian Aid, so have always
been interested in helping
others.
Helen Could you tell me more
about your work with Christian
Aid?
Wilfred I worked for many years
for Christian Aid in Ethiopia,
Kenya, South Sudan, Zimbabwe
and Zambia on various projects. I
was involved in infrastructure
projects in education, agriculture
and water. I was active during
several famines which as you can
imagine was heart breaking – I
have horrific memories…. but
equally feel there was hope when
I saw evidence of the
improvements that Christian Aid
was able to make to help make
the regions more self sufficient
which was immensely rewarding.
Helen What areas within Genesis
have you enjoyed getting
involved in?
Wilfred There is so much! I am
particularly interested in
ensuring residents receive
value-for-money in terms of the
services they receive. Genesis
faces many external pressures in
the current economic climate
and housing is so important in
London. I want to play a part in
working with Genesis to meet
the challenge to provide more
homes like mine.
photo: africa924 / Shutterstock.com
Inspiring a generation...
to volunteer
I have also learnt so much about
housing. I am concerned about
the impact of the new welfare
reforms and want to help
residents that might be affected.
My mantra is “think globally act
locally”.
Helen How can we encourage
residents to get involved?
Wilfred I hope my story will
inspire Genesis residents to get
involved – so don’t delay get
involved. It’s never too late, there
will be something you can do
either in Genesis or with other
voluntary organisations. It is so
rewarding!
If you would like to find out more
about becoming a resident
representative please email
[email protected] or
telephone 020 8451 8218.
think
globally
act
locally
If you would like information
about Genesis volunteering
generally please email
infocommunity@genesisha
.org.uk, call 033 3000 9000
or visit our website on
Wilfred at the Residents Awards
24
am 32 years old
My name is Rhys. I
overy. I arrived
and am an addict in rec
essfully
at Genesis after succ
& drug
completing an alcohol
was nervous and
treatment program. I
n from a safe
fearful of the transitio
b environment to
and structured Reha
ciety.
‘normal living’ within so
on put to rest
My anxieties were so
nderful staff and
after meeting the wo
I was
residents at Genesis.
l welcome and
fee
to
de
ma
immediately
t Worker making
settled as my Suppor
I needed.
sure I had everything
emotional and
I was given a lot of
my assigned
practical support by
t worker. I
counsellor and suppor
belief in myself
found a new sense of
a future.
and the possibility of
look into
I was encouraged to
llege and
co
al
loc
courses at the
beginners
signed up to a 12-week
ich I found
wh
g
lin
se
course in coun
very rewarding.
gan working on a
Five months ago I be
habGrads who
voluntary basis for Re
men and women
are an organisation of
m residential
who have graduated fro
. We are a
rehabilitation centres
pe to start on a
This September, I ho
unselling
one- year access to Co
College, in an
olk
ff
Su
course at West
alified Drug
effort to train as a qu
hers suffering
ot
lp
Counsellor and he
ms.
with addiction proble
my one- year
I recently celebrated
an of all illicit
cle
anniversary for being
re looks very
substances. The futu
to all the help
ks
an
optimistic indeed th
ily, friends,
and support of my fam
met on my
ve
I’
staff and services
journey so far.
Many Thanks, Rhys
To be in with a chance of winning £100 of high street gift vouchers give
us your feedback by posting us the form on the next page, or email your
comments to [email protected]
26
WIN!
To enter the
draw simply
complete the
survey and
send to
G magazine
Genesis
Housing
Association,
Capital House,
25 Chapel
Street,
London,
NW1 5DT
Please tick the appropriate
response below
Strongly
disagree
growing movement of
at
people in recovery th
re
choose to be mo
vocal about our
life-changing
experiences. Only by
speaking up can we
create awareness that
full abstinent recovery
is possible and help to
ached to
diminish the stigma att
y active in
ver
en
be
addiction. I have
country in my
travelling around the
y privileged to
new role and feel ver
with students,
share my experience
ent officials
professionals, governm
and the media.
Disagree
The winner
from the last
edition was
Mrs A
Fernandes of
Ilford, Essex.
She was very
happy and
surprised to win
a digital radio.
Neither
agree nor
disagree
To what extent do you agree with the following statements...
Agree
Dear Genesis,
A Christmas
hamper
worth £100
Strongly
agree
Thanks to all of you wrote in to give us your comments and feedback on our last
edition. Below is an open letter from one of our residents who has turned his life
around and is now helping others to do the same. He won the Outstanding
Neighbour of the year award in recognition of his achievements.
WIN
Survey
Your feedback
Have your say
WIN
£100 of high
street gift
vouchers
I found G magazine to be
interesting and informative
I enjoyed reading about
activities in my local area
I found the information in G
magazine relevant
I took action (eg contacted
Genesis/thought about my
finances) after reading G
magazine
How do you get the majority of your information from Genesis?
Property Manager
G magazine
Posted letters
Genesis website
I do not access any information
Other, please specify
Can you provide any additional feedback? ______________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
Contact details
NAME:
PHONE NUMBER:
EMAIL:
The winner will be drawn by 30 December and notified by phone.
If you need any part of this information in large print,
Braille, on audio tape or explained in your own
language please contact us on the number below.
Albanian
Arabic
Bengali
Farsi
French
Somali
033 3000 3000
[email protected]
Turkish
Genesis Housing Association, Capital House, 25 Chapel Street, London NW1 5DT

December 2012 - Genesis Housing Association

Transcription

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