13 young people
How we are involving
improving serviCes younger residents
Longer hours and a
new feedback policy
14 news from
resiDents’ groups elcome to the Autumn
New online service;
repairs survey result
Your local groups
are changing editorial of Paradigm
People. Our Annual
7 Derek Currie
Caring for our grounds
Report to Residents is enclosed
with the magazine. This has been
10 8 resiDent power
What a difference 16 your spaCe
Our regulars and a
put together with the help of a
group of residents. We hope you
enjoy reading it.
YOU made! resident’s true story
If you have gas, a gas safety
How we tackle
18 premier serviCe CluB
Win vouchers for your
home and garden
leaflet is enclosed, giving top tips on
how to keep your home safe.
You can read about some key
12 12 20
out anD aBout ContaCts changes to the repairs service on
Residents had lots of Translation; website; page 6, reflecting the views of the
fun this summer ways to pay your rent 800 residents who sent back the
questionnaire in the previous issue.
Page 10 has information about
how we deal with anti-social
pHone 0300 303 1010
24-hour number – 7pm-8am emergency service only
behaviour, plus contact numbers for
Paradigm and other agencies.
to report a repair Residents’ groups (previously
paradigm Housing group, 01895 678003 called area panels) are changing
By 1 glory park avenue, wooburn green, housing management
and rent enquiries their approach. Following your
post Buckinghamshire Hp10 0Df
office hours monday to Friday 9.00am-5.30pm 01895 678020 feedback, some will be piloting
paradigm manages these drop-in surgeries where you can
properties which are owned by
email email@example.com private landlords.
come and talk about individual
problems. Dates for these will be
visit us 1 white Hill, Chesham, Buckinghamshire Hp5 1aB monday-Friday 9.00am-5.30pm
43-45 High st, ruislip, middlesex Ha4 7BD And, of course, you can win £350
in IKEA vouchers in the Premier
to contact paradigm’s board, email: firstname.lastname@example.org Service prize draws (page 18-19).
or call Chrissie Barnes on 01628 811830, or sherry gifford on 01628 811831
PHOTO adRiaN BROCkWELL
The features, articles and content of the magazine are mentioned are reputable, Paradigm Housing Group Anthea Watkins
believed to be correct at the time of going to press. cannot guarantee that they will fulfil their obligations
Some details could be subject to change and no under all circumstances. Community Involvement Manager
responsibility can be accepted for inaccuracies. The Produced and designed by Quercus Eight, Fruit & Wool
views expressed by contributors to Paradigm People do Exchange, 56 Brushfield Street, London E1 6EX. Tel: 01628 811860
not necessarily reflect the views of Paradigm Housing Tel: 020 7655 0370, email: email@example.com
Group. While every effort is made to ensure the anthea.watkins@paradigm
accuracy and fairness of views expressed, Paradigm the paper that Paradigm People is printed on
cannot be held responsible. While we take the utmost comes from sustainable forests and is certified by housing.co.uk
care to ensure that companies or suppliers of services the forest stewardship Council.
2 autumn 2010 Paradigm PeoPle Customer serviCes 0300 303 1010
to secure maintenance service
aradigm’s maintenance maintenance service being passed to
contractor, Connaught, went a contractor we did not choose.
into administration on When Connaught went into
8 September 2010. administration, a large number of
Because we had concerns that this people across Paradigm and in
might happen, we had plans in place our local Connaught team worked
and acted quickly to make sure we together to ensure that services
could still deliver maintenance continued. key issues included
services to our tenants’ homes. securing materials, vans, fuel,
We decided that the best way telephones, iT systems, and most
to achieve this was to transfer all critically the labour needed for our
of the staff within our local Connaught services. Since then, we have been
operation into a new company we talking to sub-contractors used by
have called Paradigm Maintenance Connaught. Plus, we are working to
Services Limited. develop a whole range of systems to
Not only has this ensured that all of look after parts of the service previously
the local staff kept their jobs, it meant done within Connaught.
continuity of service and avoided our This is a big step and we know there
will be many challenges.
However, delivering maintenance
services in this way will give us the time
With this to look closely at longer-term options
with residents to see how we can do
a ople arr ‘This is a big step things better for the future.
in the meantime, we are grateful
When your Pa Pe and we know
our Annual Report for your patience during this period of
time, you will have found there will be
with it. This gives change, when it is likely there will be
to Residents enclosed . many challenges’
of Paradigm’s business delays for some jobs.
details of every aspect
expla ining a change
You will also have a letter
of name for some Paradigm compan
if your home has gas, yo
l have also Work on
rec eived a gas safety leafle
if any of these are mi ssing,
the Wild side
please call Liz Turner on Volunteers from Paradigm and We’ll use this area for structured,
01628 811842. Connaught (now Paradigm high-quality learning. Coach trips are
Maintenance Services, see above) difficult and costly, but now we can
cleared a woodland walk for the simply come here.”
children of Little Spring School in Early Years teacher Fionnagh
Chesham in July. Yates added: “This is a wonderful
Technicians built steps down resource. Now we can use it to teach
the steep slope to a natural walk children about how to look after
through mature trees, then willing wildlife, but it’s also great for literacy.
hands from both companies We can sit out here, looking around
strimmed, raked and cleared and creating stories.”
brambles, branches and weeds. Next the children will make boxes
The enormous pile of brush will for birds, insects and hedgehogs.
be mulched later and the mulch Chairman of the Paradigm
spread on the path. Community involvement Forum,
Headteacher of Little Spring Vicky Fordham-Lewis said: “There
School, Mary Paton, said: was a fantastic response. Everyone
“They’ve done a marvellous job. really enjoyed themselves.”
Paradigm PeoPle autumn 2010 3
improving our service
the service With
team of housing inspectors from the audit
Commission visited Paradigm in June to
assess how well we deliver services. They
looked at how tenants can access services,
customer care, whether services provide value for
money and how we cater for different tenants' needs.
The inspectors told us that the way we involve
tenants is particularly good, but we have to work harder
on a number of areas. These are:
b our service standards
b the way we manage anti-social behaviour
b arrangements for repairs appointments
b our approach to value for money
b how we report our performance
b ensuring that our services support vulnerable tenants
We were already aware of the need to improve these
areas as a result of listening to our customers and
the inspection of all our services by Housing Quality
Network in November last year.
Now we are working with tenants who have attended
focus groups and representatives from residents’ groups
to agree the priorities for improvements. hours!
a letter from the audit Commission was sent to every
Customer services opening
hours are now 8am to 7pm
tenant in august giving more information about the
results. The full report can be viewed on our website, see
'What the inspectors said' on the Home page. monday to Friday, so you should
find it easier to call us at a time
if you want to know more, or to help us improve convenient to you. an emergency
services, contact wendy smith, excellence service continues out of these
ambassador on 01628 811825 or contact her on
hours. the number is always:
kimberley gwen tina
4 autumn 2010 Paradigm PeoPle Customer serviCes 0300 303 1010
improving our service
more than a smile How we performeD may-July 2010
We have made some exciting changes key target may June July result
to Customer Services. Most important,
advisors will now be available to 1 % of calls answered
speak to you from 8.00am to 7.00pm in 30 seconds 90% 74% 79% 83% b
Monday to Friday. So you can call at 2 Stage 1 Complaints dealt
a time that's convenient for you. (Your in target time (10 days) 90% 92% 75% 100% b
call will be switched through to an 3 % of Emergency (within 24
emergency service after these hours.) hours) repairs completed
The team has also been split into in target time 95% 99% 99% 100% b
two well trained specialist teams 4 % of Urgent (within 5 days)
to serve you better. One deals with repairs completed
repairs and maintenance, the other in target time 90% 94% 98% 98% b
looks after housing queries. 5 % of Routine (within 20 days)
The housing specialists will aim to repairs completed
deal with up to 80% of your queries in target time 90% 98% 94% 96% b
on first contact. 6 average time in days taken to
The repairs specialists will be able complete repair (all categories) 15 15 16 16 b
to make appointments for most work 7 % of repairs completed
that is carried out by our maintenance ‘first time’ 90% 86% 87% 88% b
operatives (rather than ask someone 8 % gas safety certificates (CP12)
to call you back). They will also deal in date (TSa target 99.5%) 100% 99.5% 99.7 99.2 b
with complex requests more quickly 9 Customer satisfaction with
with the help of a technical team. repairs 90% 95% 91% 90% b
We have made these changes 10 average relet time (days) 28 27 25 19 b
in response to recent surveys and
customer focus groups that said we we’re listening and will be dealt with by a team leader
haven’t always given you the best Now it’s easier to let us know what you or manager from the start, formally
service when you have contacted us, think. Our new Customer Feedback and in writing. Our complaints process
particularly when dealing with repairs policy, developed in consultation with has been reduced to three stages with
and maintenance. residents, is clearer for customers and shorter timescales.
a group of senior managers and helps us to respond more effectively. Concern if you are dissatisfied with
tenant board member, Lyn ives, We have divided feedback into: our service but do not wish to make
formed a review team working with formal Complaint You can make a a formal complaint, you can log a
a consultant. Tenants were then formal complaint about our services concern. a dedicated member of staff
consulted on their recommendations. at any time through any method of will keep you updated until resolution.
contact. Your complaint will be logged Compliment if you have been
satisfied with our service or we have
exceeded your expectations, please
let us know. We will feed this back to
individuals and teams to encourage
good practice in future.
suggestion if your suggestion is
adopted, you could be in for a reward!
See page 15 for more details.
if you have any questions about the
new policy, please contact alexa
lamond on 01628 811857. for
leaflets on the policy, call Customer
services on 0300 303 1010.
Customer serviCes 0300 303 1010 Paradigm PeoPle autumn 2010 5
care for your homes
Maintenance DID YOU kNOw?
Between april and June 2010 more
than 10,500 maintenance jobs were
completed in homes managed by
● 113 boilers installed
● 5893 routine repairs
● 2409 gas services
● 121 new kitchens and bathrooms
● 15 roofs replaced
● 44 sets of windows and doors
this shows our commitment to
continuously improving your homes.
a big thank you to everyone who
returned the repairs survey.
To date we have received more than
800 replies. The results are as follows:
would you prefer a more convenient
appointment time for a repair even
if it might take two or three days
redecs online longer to get the work done?
yes 566 (70%)
f you live Before any work starts we will no 248 (30%)
in a flat, contact residents to agree colour
a lick of paint
would you support the suggestion
you can choices and access arrangements. of only two repairs categories:
find out We will contact leaseholders in emergency and other?
when we good time with information about the yes 632 (78%)
expect to redecorate the communal estimated cost of the work and the no 182 (22%)
areas by checking a new look-up financial contribution they need to
would you make use of a third
facility on the Paradigm website, make in accordance with the terms
appointment slot between 11am and
www.paradigmhousing.co.uk of their lease.
PHOTO: adRiaN BROCkWELL/STOCkPHOTO.COM/ FLYFLOOR
Go to Customer Zone and click on We plan to add more information
yes 684 (84%)
Repairs and Maintenance, Planned to the facility in the coming months
no 130 (16%)
Maintenance and then Redecoration including when we plan to renew floor
Programme. Enter the town and then coverings and windows and doors in Do you want even more flexibility
select the block you live in. the communal areas. e.g. more than three slots?
The dates given are a guideline yes 484 (60%)
only – dates can change, for example Want to knoW more? no 330 (40%)
if the decoration deteriorates faster or if you want more information, We will aim to start using the new job
remains in good condition for longer or your block doesn’t appear, priorities in November and bring in the
than we anticipated. contact neil gatland, asset and extra appointment slot early in 2011.
if you don’t have access to the investment analyst on 01628 We hope the results will be that
internet, our Customer Services 811759 or by email to neil.gatland almost all appointments are convenient
team will be happy to look up the @paradigmhousing.co.uk. to you and that the average time to
information for you. complete a repair job is reduced.
6 autumn 2010 Paradigm PeoPle Customer serviCes 0300 303 1010
Bees, butterflies and
insects need wild me adow plants
d and places to lay
including nettles for foo
ming common for
their eggs, so it is beco
associations such as
planners to ask housing
ld areas. the problem
paradigm to create wi
wild flowers to
is that it takes years for
become established . until then, the
f you spot derek weeds with
Currie in your stronger plants such as
take hold. please be patient and
communal garden, cut
don’t ask gardeners to
feel free to stop him for wn!
a chat. derek stepped into the
newly created position of Grounds
Maintenance Manager in april, and Grounds Maintenance
he plans to visit every communal area Manager Derek Currie
Paradigm owns in his first year.
His aim is to improve the service
throughout Paradigm’s area of
operation, but he has started with a
major project in the Chiltern region.
Paradigm owns more large estates and
sheltered homes here, so he has to
look after more big areas of communal
grass, and there are more mature trees
Grounds maintenance for this
area used to be provided by Chiltern
district Council through a contractor,
but Paradigm has moved the contract
to New Green, which has achieved
good results in other Paradigm areas. or herbs in pots, trays or hanging it is and ask them to deal with it. if it
derek says: “There is no more money baskets but please don’t dig any new is on our land, he needs to establish
than there was before, but New Green flower beds in communal gardens if this is something we are contracted
is a smaller, more flexible company and without speaking to us first.“ to do. if so, he will get it done and
we are in more direct control, so we are The biggest problem for the investigate why it was missed.
confident we can achieve better value gardeners is having to clear up litter He says: “Please be patient with us
for money.” and dog mess before mowing. This and over the next year, you’ll see a real
He says: “Residents can help. You takes up time that could be spent on improvement. Thank you so much for
can add colour with your own flowers improvements. derek says: “Please the wonderful reception i’ve received.
don’t let your pets foul communal i’m looking forward to meeting many
areas, or clean up after them if they do. more of you.”
We’re getting to
PHOTO: LiZ TURNER/iSTOCkPHOTO.COM/MESHaPHOTO
dog mess spreads disease and smells
knoW our trees awful. it’s unfair to ask gardeners to
clear it up or risk being sprayed as the hoW can you helP
a three-year programme has mower goes over it! “ 0 addhangingwith flowers in pots, trays
started following a survey of if you have a question or suggestion and baskets.
all trees on our communal land about our grounds, you can speak & Don’t drop litter.
in the Chiltern area: dead, to your tenancy and neighbourhood 0 weed by hand. weedkiller, we may
dying or dangerous trees will
be dealt with first, followed by
officer or sheltered housing officer,
call our customer services team on
& please don’t use some down.
have already put
reduction and trimming work. 0300 303 0100, or ask derek if you see 0 arrangeyour dog’s mess. pick.
a community litter
for more information, call him in your area. 0 pick updo not allow children to pull
Customer services. if the problem is not on our land,
derek will find out whose responsibility
up shrubs we have just planted.
Customer serviCes 0300 303 1010 Paradigm PeoPle autumn 2010 7
you said, we did
Resident information Pack
ver the past year, b you wanted a statement once a year, for tenants
residents have influenced not monthly or quarterly we’re very proud
Paradigm services and b statements needed to show that our new
procedures in many more clearly what was a information
different ways. We’d credit and what was a debit pack has been
like to say a big thank b we should add a awarded a
you to everyone who has given up translation strap line crystal mark by
their time to meet us, or to fill in b there should be fewer the Campaign
questionnaires to let us know how guidance notes because too for plain
we could make life better for you. much text puts people off english, to show
Here are just some of the all these ideas have been that it is written
improvements you have made: adopted and the new-style in clear, easy-
statements are now in use. to-understand
Anti-social behaviour You can request a copy of language.
You wanted support for victims your statement at any time
and witnesses of low-level anti- from Customer Services or view your following a pilot with new
social behaviour (aSB) and not account on line via our website. tenants in 2009, we made a
just serious cases as we originally number of changes. for example,
proposed. Support is now available Car park monitoring as a result of your comments:
to anyone experiencing aSB at after consultation with all residents b all tenants will be sent a new-
any level, the support is tailored to affected by our car park monitoring style handbook, not just new
the situation and the individual. scheme, it became clear that everyone tenants
You want 24-hour support. So we wanted a scheme with no direct b we have added the name and
are reviewing arrangements for dealing cost for residents or Paradigm. Both phone number of your housing
with aSB emergencies out of hours. clamping and penalty fine options officer and regional manager
We have added aSB into the Estate were considered. Penalty fine b we added a new booklet
Management Standard because you schemes gave a cost-free solution called ‘Help us fix it first time’.
said this affects the quality of the estate to everyone other than those who this contains diagrams of items
were parking where they shouldn’t. we often have repair requests
Rent statements We formed a Resident Consultation for. when you call, the pictures
You told us through a postal survey Group to help us develop a scheme and labels will help you answer
and feedback at the Residents’ Group and find a contractor. Four preferred the questions asked by the
meetings that: candidates were interviewed by customer services advisor.
Paradigm staff and two representatives
from the Resident Consultation the new pack was sent to all
Group, and Creative Parking Solutions existing tenants in august 2010.
have been awarded the contract. if you have not received yours,
The penalty fine scheme will be contact Customer services.
phased in from the 1 October.
Good neighbour cards We will be contacting residents Neighbourhood Officer can meet with
a member of the Herts panel came up who will benefit from this residents to discuss their scheme.
with the idea of a friendly postcard you new scheme to confirm a
could leave at a neighbour’s door to let date when a representative waste management
them know that something they do is from Creative Parking Customers involved in reviewing
disturbing you. this can solve a problem Solutions and a Tenancy and our new build schemes said that all
early without risk of a confrontation.
Customer serviCes 0300 303 1010
you said, we did
refuse stores should be screened
and they should be large enough
to cope with fortnightly collections.
We included these suggestions in
to sign in when they arrive. Now we
only ask contractors, home help,
carers and cleaners to do so.
what’s the next step?
Customers had told us that it was
frustrating not knowing what
would happen next if we were
unable to complete a repair on the
first visit. a next step card is now
left with tenants to tell them what
will happen and an approximate
our New Build design Guide.
Following a number of complaints
about refuse arrangements at Park engagement Fund but we did not know what key
Place, amersham, we changed The Residents’ Forum said that performance indicators customers
from black sacks to wheelie bins to residents should decide how wanted to see.
Paradigm’s Community Engagement a special Residents’ Forum meeting
Fund should be spent. all four was called in March 2010 where
residents groups (then called area options were reviewed and members
panels) were involved in discussing selected 10. These are now reported
the way forward and agreed in full every month on Paradigm’s
Grounds maintenance to nominate representatives website, and the top 10 are published
following concerns from customers to sit on the Community in Paradigm People. See page 5.
about the performance of our grounds Engagement Fund
maintenance provider, a decision was taken
to end our contract and place the grounds
Panel. The panel
has now allocated
maintenance contract with another provider, £60,000 in grants to involvement strategy
new green in april 2010. see interview community projects. Our customer profiling information
with our new grounds maintenance has told us that a growing number of
manager, Derek Currie page 7.
Repairs and our customers are under 35. To make
sure we offer ways to get involved that
maintenance are attractive to younger residents,
The Residents’ Maintenance Group we decided to develop a strategy
improve cleanliness and hygiene has been involved in reviewing our and tailor our approach to them. We
(cleaners are now able to clean priority times for repairs. Customer spoke to young people and children
the floor area every week). feedback has also led us to review of residents via face to face interviews,
the appointment time slots offered to focus groups, postal surveys and
Getting to know customers. See survey results, page 6. a residential weekend. When the
strategy objectives went to a joint
your new home Performance Residents’ Forum/Board meeting
Tenants told us it would be helpful to in May 2010, it was co-presented by
know where the stop cock and meters management Paradigm’s 18-year-old Tom Pirouet,
were and how the heating worked. We knew we needed to tell our whose parents are Paradigm tenants,
We now provide this information in customers more about how we and Community involvement Manager
writing for all new tenants. We also perform compared to our targets, anthea Watkins. See page 13.
confirm when the next gas safety
check will be completed and details of
any other work due to be completed Complaints Review
after tenants have moved in. following customer feedback around concerns with our
complaints process, a full review was instigated in 2009. the
sheltered Housing review started with a working group of residents who had used
The Sheltered Tenants’ Forum said the complaints process. see the resulting changes on page 4.
we should not ask tenants’ visitors
Customer serviCes 0300 303 1010 Paradigm PeoPle autumn 2010 9
We are working hard to improve our anti-social behaviour
service – we want to hear from you if you need our help
hen residents are asked what website information. Please contact ASB Service
is the most important service Co-ordinator, Amanda Tattershall for more
Paradigm provides, dealing information on 01628 811846.
with anti-social behaviour
(ASB) comes a close second Facts and figures
behind repairs and maintenance. While only Between 1 April 2009 and 31 March 2010, 936
12% of our residents have reported ASB, it can incidents of ASB were reported to Paradigm in
have a significant impact on people’s lives. more than 720 different locations.
Over the last 12-18 months we have been The most commonly reported problem is noise,
talking to residents about how we can improve representing 26%-30% of all reported incidents,
our service. You can find our ASB strategy followed by harassment at 6-7% (60 cases). The
and more information on our website or by third most commonly reported was nuisance
calling Customer Services who can send you from pets, mainly dogs fouling or barking.
information in the post. We evicted one tenant on the grounds of ASB
You can help us by completing a satisfaction last year. We served 15 Notices of Possession,
questionnaire if you used the service. Or you but only two have had to be taken to court.
could join a group of customers working Twelve residents experiencing domestic abuse
with us to review sought help from Paradigm. During the next six
our standards, our months, front line staff will receive additional
leaflets, customer training on supporting customers experiencing
guidance notes and domestic abuse, harassment, or hate crime.
case study: What did you hear?
Mrs A complained about her neighbour, Mrs C, arguing with visitors
and said the police were on the scene. Paradigm contacted the police
and made a home visit to both neighbours. Mrs C apologised.
A few months later, the police asked Paradigm for assistance on behalf
of Mrs C. Her ex-partner was in prison but his family and friends were
PHOTOS: CaRE iMaGES.COM
harassing her and threatening her life and that of her child. Mrs A
had witnessed just one example of this. The ex-partner had previous
convictions for drug-related offences and violence. Paradigm worked
closely with Mrs C, the police, the domestic abuse unit and another
housing association to re-house her in another area.
10 autumn 2010 Paradigm PeoPle Customer serviCes 0300 303 1010
What can Paradigm do?
Tenancy agreemenTs Our tenancy case study: drug dealing
agreements spell out the standard of behaviour Several residents contacted Paradigm about suspected drug
required and the consequences of breaking dealing in their block involving a tenant, Mr B, and his friend.
these conditions. Paradigm’s ASB Advisor contacted the police and was advised
that the Mr B was known for drug-related offences.
negoTiaTion Many people don’t realise that Given the seriousness of the situation, Paradigm gave the
their behaviour is causing a nuisance and will police a door entry fob to enable regular patrols of the block.
stop if asked. It is best if neighbours speak to Mr B was served with a Notice of Seeking Possession, giving
each other or use the Good Neighbour Card, but him 28 days to stop behaviour that breached the terms of
the Tenancy and Neighbourhood Officer can his tenancy. If he failed to do so, Paradigm could start legal
help if you prefer. proceedings to evict him.
The police interviewed
mediaTion This is where the parties are helped Mr B’s friend and banned case study: abc in action
to agree a way forward through a neutral third him from visiting the block. Several residents complained about
party usually an experienced mediator from a a group of youths hanging about on
local voluntary group. The service is usually free be a good their estate, shouting and swearing
or Paradigm will meet the cost.
neighbour and acting in an intimidating way.
One was identified as a son of a
signposTing To supporT agencies We b Smile and say hello! Paradigm tenant.
have links with a large number of local and b Let your neighbours A joint home visit was made to
national organisations who can help people to know if you plan to have the tenant by representatives of
change their behaviour, or to cope better with a party (or invite them) the Community Safety Team and
the behaviour of others. b Remember noise travels Paradigm. Tenants were told that
in shared hallways their child’s unacceptable behaviour
accepTable behaviour conTracT ABCs b Don’t let doors slam would jeopardise their tenancy.
are contracts between the person causing the b Don’t do DIY after 9pm The boy and his parents signed
ASB and the landlord, police and sometimes the b Use headphones if you an Acceptable Behaviour Contract
local council, which lay down things that person like your music loud (ABC) and the parents agreed to
should or should not do. They are usually used b Don’t let your pet foul work with a local agency to help
for younger people. We used 14 ABCs last year the hallway or garden them manage his behaviour.
with great success. b Don’t regularly use the The police took similar action with
parking space outside the parents of the other youths. The
noTice of seeking possession This is the your neighbour’s house residents were kept informed of the
start of legal proceedings. The tenant is given b Try and be tolerant of action being taken, the situation was
a set period of time in which to change their different lifestyles monitored closely and it gradually
behaviour, or their tenancy will be at risk. b If your neighbour annoys improved over six months.
you, talk to them
injuncTions An injunction is issued by a
court, and it orders someone not to behave in a hoW can i rePort asb?
certain way. A power of arrest can be attached b Talk to your Tenancy and b Noise nuisance should be
in more serious cases. Injunctions can be used Neighbourhood Officer. reported to your local council’s
where behaviour needs to be addressed very b Use the online reporting form environmental health team.
quickly ahead of any further legal proceedings. on www.paradigmhousing.co.uk b Women’s Aid Domestic Abuse
b Call Paradigm’s ASB Advisors: Helpline 0808 2000 247.
anTi-social behaviour order (asbo) ASB Service Co-ordinator: b Broken Rainbow National
ASBOs are similar to an injunction and must be Amanda Tattershall Helpline for lesbian, gay,
granted by a court. They usually applied for by 01628 811846 bisexual and transgender
the council, police or a multi-agency forum and Buckinghamshire, Berkshire people experiencing domestic
are used in extreme cases of ASB. and Oxfordshire: abuse 0300 999 5428.
Garin Christie 01494 830842 b Racial harassment and hate
evicTion Evicting someone from their home London area: crime should be reported to
should be a last resort and we can only evict Sarge Bharry 01895 678022 your local police.
someone with the authority of a court. The For temporary housing: Dial 999 if you or anyone
courts will also not agree to someone being Operations Manager else is at risk of physical
evicted unless they are satisfied all other options Steve O’Connor 01895 678040 harm.
have been exhausted.
Customer serviCes 0300 303 1010 Paradigm PeoPle autumn 2010 11
out and about
greenhouse, will eventually be
restored and returned to the site.
an artist artists visited schools and
helped the children to make
Residents of Salisbury Village in beacon-shaped sculptures.
Hatfield took part in an ambitious They also invited residents
art project in June, organised to help recreate a map of south
by digswell east England
arts Trust, the on the grass
de Havilland at Horsa
and the the position
of all the
navigational GArden PArTY
These new beacons Residents’ of Paradigm’s eco-community,
communities during de Greenwood Close in Hayes, created a
were built on Havilland’s community herb garden at their spring
the site of heyday. ‘gardening party’ in May.
the former Project leader The Community Engagement Fund has paid
de Havilland anji archer for dale Hoyland, from the United Sustainable
airfield and said: “We lost Energy agency (USEa), to work with the new
factory. So artists from the Trust count of the number of people community to help them live greener lives. This
decided to use as a theme the who did some painting - it was was one of many ideas the residents
1934 beacon that once guided more than 30.” have suggested. Children
planes to the airfield with a beam arial photos of the ‘map’ and worked together to plant
of white light. the beacon sculptures were 10 varieties of herbs in
The beacon, which resembles
a giant pineapple-shaped
shown at an exhibition at
the University atrium.
club trays. Residents then
young somalis enjo y saturday shared out the trays
and will care for the
morning somali peace
ions run by herbs until they are
youth club sess
ts’ group strong enough to
Jeilani, and grow outdoors.
part-funded by paradigm’s
fun in watford Borough Council and
PHOTOS BRiaN JORdaN, adRiaN BROCkWELL
New neighbours joined members of Watford
Paradigm staff at a garden party to celebrate the new homes Paradigm
has built in Queen Mary’s avenue and Royal Court, Watford.
Mayor of Watford, dorothy Thornhill and the new Chairman of the
council, alan Burtenshaw planted a shrub in the flower bed beside an
open area of communal grass, and spent time chatting to residents.
This new community provides 62 new homes for people in Watford
on a site previously occupied by light industrial units.
12 autumn 2010 Paradigm PeoPle Customer serviCes 0300 303 1010
Paradigm resident Tom
Pirouet is to spend a year
in Poland working with the
European Voluntary Service
before he starts college.
at just 18, he will be living
younger voices near Warsaw, learning Polish,
activities and helping to start
he average age of Paradigm’s website or request a copy from customer a youth centre.
customers is falling, and a large services by calling 0300 303 1010. Tom was one of several
number of our residents are now residents Paradigm
younger than 34. how can you help? sponsored to attend a
We know from customer satisfaction if you are under 30 years of age and want training course for youth
surveys that younger customers tend to to get involved, or if you have any ideas that workers in Poland last year,
be less satisfied with our services. So it’s would help us communicate with younger organised by Youth in action.
important that we get to know our younger residents, please ring Tina Olowookere He says: “it gave me a
residents better and find out how to give on 01628 811861 or email her on better understanding of
them the services they want. firstname.lastname@example.org European cultures and the
We have been working with some course made me feel better
younger residents to develop a Younger about myself. “
Person’s involvement Strategy, and we will
continue to look for ways to reach younger
people. For example, we are investigating COME ON
social media or other options such as a more
interactive website and texting responses to BROxBOuRNE!
survey questions. the nacro Xs football project in
One direct outcome following this Broxbourne has been as exciting as
involvement was that the target audience the world Cup for young players in
for the strategy was changed from 13-25 the area.
years to 18-30 years. it was agreed that nacro is a crime reduction charity
diversionary activities for young people which uses sport to involve young
should form part of Paradigm’s anti-social people and reduce anti-social behaviour, and paradigm has funded a
behaviour strategy kickabout court and the nacro project in Broxbourne, Hertfordshire.
as well as using focus groups, which the young people involved have shown great enthusiasm and
rarely attract younger people, we’ll use some real talent. in wormley, nacro Xs player tom wade was voted
web surveys, drop-in sessions and home player of the season in the adult (16-plus) Hoddeston wednesday
interviews. Where we give incentives for night leisure league.
helping us, we’ll look at options that are the Canada fields under 14s won the Herts pro action 5v5
more attractive to younger residents. tournament and will play in the national finals in Derby.
You can get a copy of the Younger Congratulations to everyone!
Persons involvement Strategy on our
Customer serviCes 0300 303 1010 Paradigm PeoPle autumn 2010 13
Hillingdon Residents’ Group
(previously the London Area Panel).
This group is open to residents of
the London Borough of Hillingdon.
Meetings are held in Ruislip, usually
on Monday 6:30pm to 8:30pm. Next
meetings: 18 Oct, 6 Dec. To attend, call
Sarita Basra on 01895 678038.
Milton Keynes and Luton Residents’
Group (previously Milton Keynes Area
Panel) Residents of Milton Keynes and
Luton are invited to quarterly meetings
at the Eaglestone Meeting Hall on
Mondays between 7pm and 9pm. Next
meeting: 25 Nov. To attend, call Kirsty
Pepper on 01707 283057.
grouPs Residents’ Maintenance Group
(previously the Maintenance user
Group) meets in Ruislip, Hillingdon
6.30pm to 8.30pm, usually
ost of our area panels 7:30pm to 9:30pm, “do you want on a Monday. Next meeting:
are changing their usually Wednesdays or to meet other 27 Oct. To attend, call Stuart
names to residents’ Thursdays. residents and Bishop on 01628 811755.
groups. The new Next meetings: 14 be consulted
name, which members Oct, 10 Nov, 9 Dec. To about our Your local group needs
feel describes them better, is the attend, call Geoff Gigg you! If you want to meet other
most visible of plenty of changes as on 01494 830747.
services?” residents and to be consulted
the groups have settled down and about Paradigm services, contact
developed over the past few months. Herts Panel is open to residents of Morgan Presland on 01628 811858 or
Each group has now reviewed and Hertfordshire and holds meetings every morgan.presland@paradigmhousing.
agreed their purpose and the area they three months, normally in Hatfield on co.uk. We will repay your expenses
felt was suitable for them to cover. The a Wednesday 7:30pm to 9:30pm. Next such as childcare and travel, or we can
Chiltern and Hillingdon groups now meeting 10 Nov. To attend, call Kirsty provide transport if you don’t have
offer the option of joining their mailing Pepper on 01707 283057. access to a car or public transport.
list. So, if you are interested in the work
of the group but can’t attend meetings, our neW advice leaflets
they will send you the agenda, minutes Call our Customer services team 16 support plans and supporting
and any related paperwork, and you on 0300 303 1010 to ask for: people
can contact a member of the group 1 Customer involvement 17 rent arrears recovery - summary
with your comments. 2 the promise 18 rent arrears recovery - county
The Chiltern Residents’ Group 3 starter tenancies court hearings
(formerly Bucks Area Panel) intends 4 leaseholders 19 rent arrears recovery - eviction
to try local drop-in ‘surgeries’ and 5 Complaints 20 rent arrears recovery - former
the other groups are thinking about 6 Concerns, compliments and paradigm tenant
adopting the idea. You can drop in to suggestions 21 rent arrears recovery - shared
a surgery to discuss your individual 7 improvements to your home owners
queries or concerns face to face with 8 repairs responsibility 22 anti-social behaviour
staff or residents. 9 aids and adaptations 23 abandoned vehicles
10 managing condensation 24 end of tenancy
The groups are: 11 property condition 25 end of tenancy - bonus
Chiltern Residents’ Group (previously 12 Compensation payments
the Bucks Area Panel) is open to 13 requests to view data 26 end of tenancy - nursing home
anyone living in the Chiltern District 14 mobility scooters 27 end of tenancy - bereavement
Council area. Monthly meetings 15 asbestos 28 gas safety check
are held in Chesham or Amersham
14 autumn 2010 Paradigm PeoPle Customer serviCes 0300 303 1010
a helPing hand to
Can we help?
Do you need funding to make your dream come
indePendence true for your neighbourhood or community?
f you are claiming Why not apply by post or email to the
employment and Community Engagement Fund?
(ESA) or any other There is a total of £60,000 in the fund to be
health-related benefit, allocated to community groups up to March
did you know that 2011 and a panel of residents makes the
you may be eligible to decision – applications are reviewed every
earn up to £93 a week two months.
without losing your As long as the project benefits at least one
benefits? Or that if you Paradigm resident, you can apply, whether you
work over 16 hours are an individual, informal group, registered
a week you may be charity or other third party. Paradigm staff can
entitled to an extra £40 apply on your behalf.
a week for the first year?
You may also be entitled For more information contact Tina
get back into work
to a £200 job grant. Olowookere on 01628 811861 or email
If you would like more email@example.com
expert advice, the Shaw and request a copy of the guidelines and the
Trust can help. This national charity has been application form.
disabled and disadvantaged people to prepare
uid p us 11
design gidents toe 20write our 2011
find jobs and live more independently for 25
Advisors offer one-to-one support, which can hel
include king for res
We are loo
help with, preparing a CV, interview techniques standards for all new homes
, design Guide. This sets the and
confidence building, or ‘better off in work’ calcu the feedback was excellent
lations. built by Paradigm. Last year
change s to the 2010 guide.
To find out how the Shaw Trust can help we made several significant tion at a time
you, call You will be able to review the guide a sec
0808 180 2003 or text jobhamps to 8001 post or email.
advisor will call you back. Or see
0 and an and make your comments by l Rachel Tayler,
if you would like to be involved, please cal
www.shaw-trust.org.uk/jobseekers , on 016 28 811726, email
development Support Officer
her on Rachel .Tayler@
co.uk, or write to Rachel
giving your name,
almost 70 suggestion address, telephone
received since our customer sug number and email
scheme starte d and we have had some
could address. See back
excellent ideas about how we page for our address.
improve our ser vices.
if you have a suggestion, call following a review
go to ‘tell
services on 0300 303 1010 or of our regular
e page of
us what you think’ on the hom scheme briefings,
www.paradigmhousing.co.uk meetings now start
if your suggestion is approved at 1pm instead of
residents’ for um, you could receive
2pm. if you would
£100 reward. like to attend,
please call rachel.
Customer serviCes 0300 303 1010 Paradigm PeoPle autumn 2010 15
by terry sPring, head gardener
Send us your letters, poems or photos and
we’ll send you £10 in high street vouchers
come and join us!
as Chairman of the Residents’ Forum, i am more than a
little concerned about making Residents’ Groups relevant.
These groups were set up for residents to have their say.
Without your support, those of us that are working to make
things better are concerned about being accused of not
representing your views.
if you find it hard to attend meetings and have some
views, or a problem that you would like sorted out, then you
can let your housing officer know and they can pass it on.
if you have a couple of hours to spare in an evening, why
not come along? You may be surprised to find just how
much you can offer and how much influence you can have.
Chris leslie, welwyn garden City (see page 14 groups)
the sambava tomato frog by Phil mead, chesham
It’s time to start raking! These frogs are very
colourful and grow to a
As the leaves start to fall, keep on top of raking fair size, the females being
or sweeping them up because they can soon larger than the males. They
accumulate and get on top of you. Tidy up beds are reasonably easy to
and borders, cut down any faded perennials and keep in a suitable vivarium,
clear out any left-over annuals. Give the soil a good around 45cm (18in) square
fork over and apply a top dressing of well rotted is all right for a pair. The
farmyard manure available from all good garden temperature should be
centres. This will add 26c-28c (79f-82f) in the day
organic matter to with a drop at night, but
likes: beetles and mice
the soil and enrich it, not below 20c (68f).
which your plants will They must have fairly
love. Buy daff and high humidity and a shallow
tulip bulbs when they bowl of clean water.
become available Food consists mainly of
around now. As a he three species of insects, and they will take
rule of thumb, I Tomato frogs, genus crickets, locusts, or larvae
always plant to three dyscophus, are as well as woodlice, beetles
times the depth of endemic to the island of etc. – even the occasional
the bulb, plant in Madagascar in the Indian mouse. They will also eat
groups of five to Ocean off the coast of smaller frogs, including
add effect. Bare- East Africa. The Sambava their species.
rooted and root Tomato Frog gets its name These frogs need to be
PHOTO PHiL MEad
ie goes to balled deciduous from the place in the far handled with care. They
Paradigm resident Vie Vass
the polling station in May. Vie is 100 trees and shrubs north east of the island have poisonous skin so
– she was 18 when all women in the can be planted now where the first specimen always was your hands if
UK were given the vote. through to March. was found. you touch them.
16 autumn 2010 Paradigm PeoPle Customer serviCes 0300 303 1010
Write to: Liz Turner, Paradigm People, 1 Glory Park
Avenue, Wooburn Green, Buckinghamshire HP10 0DF,
or email: firstname.lastname@example.org
in my previous
resident’s a bungee jump
true and dual skydive
story in New Zealand
where my twin
sister now lives.
In the summer
of 2006, I met
Advisor, and by
on the ocean wave November 2006, I
was back at work,
yippee! I used to be
a beauty therapist
but now I work 10 hours
a new Life
a week for the Voluntary
Services Department in
High Wycombe hospital as
an admin assistant.
scheme Access to Work
by helen sheppard made excellent (020 8426 3110, www.
ready to take
became disabled on 1 September direct.gov.uk), funds the
physically and majority of my travel costs.
2003 as a result of a car accident.
mentally. Also, I would not be able to
The spinal injury has left me
I met other
dependent on an electric wheelchair work without this help.
for mobility. I also incurred several re In October 2009, I moved into a
similar situations, some of them mo
other injuries, resulting in the two-bedroom ground floor flat in
paralysed than me, so this made me as
amputation of my right leg below
ght. Chesham. I remember the date well
my right hand, realise I wasn’t as disabled as I’d thou my new life, almost
knee, and limited use of this was the start of
eter. I joined in some of the activities ally,
I had to have a colostomy and cath ot back to complete independence. Initi
pletely including the art classes which I forg r but after six weeks I
I spent five months com was I had a 24-hour care
ntually, how much I enjoyed at school and r only
paralysed from the neck down. Eve terity. moved to having a carer for one hou
nt in my legs excellent therapy for my hand dex quite strange living
I regained some moveme every morning. It was
myself! I went on an activities weekend in and,
and left arm, so at last I could feed ery on my own, but I have adjusted well
red to The Southampton including sailing, arch my cat Bruno!
After a year I was transfer I have a new lodger,
and even abseiling, with the help of
Royal National Orthopaedic Hospita
d As for the future? Well, I hope to do
physiotherapy. a hoist of course! This was organise e
Stanmore for more intense e more hours at work and/or gain mor
with through a voluntary group called th plan to learn to drive.
I met many other young people here rs. responsibility and I
lt of car, motorbike, OMV or the Order of Maltese Voluntee have
spinal injuries as a resu I still see my old schoolfriends and
They take disabled people on holiday at work and where I
or horse riding incidents. I found out made new ones both
to give their carers a break in the uK doing
about the Spinal Injuries Association to live; I’ve even had a boyfriend. I like
which and abroad. I was even lucky enough eating out, going to
(0800 980 0501, www.spinal.co.uk) land, normal things like
support for spinal go with them to Austria and Switzer bled
gives a lot of hope and ght the cinema, or a local pub (with disa
places I had never been. And I’d thou
PHOTOS adRiaN BROCkWELL
injured people and they produce a able to access and toilet of course!)
after the accident I would never be
bi-monthly magazine called Forward. even All in all, I am very happy now
fly again! Talking of which, I have
My care manager put my name on am and although I have to make some
ks, completed a trip in a glider at Lash can still
the housing waiting list for South Buc adjustments, I’ve realised that you
ed to a nursing Gliding Club, an amazing experience elchair and that the
and in March 2005, I mov have a life after whe
and which I would love to do again. My
home. With excellent care, support ing world is your oyster, almost!
in well and daredevil side was coming back, hav
physiotherapy, I settled
Customer serviCes 0300 303 1010 Paradigm PeoPle autumn 2010 17
• • • • •
join in and win with
• Premier service club
Why be a member? The Premier Service Club
rewards tenants who pay their rents and look after summer 2010 i Was a
their homes, and it offers you some great benefits.
Prize Winners Winner
Manicure and pedicure Sandra
comPetitions and Prize draWs Peggy Wilkins of Colledge
You can enter our competitions and prize draws in
Paradigm People using a reply card only supplied to
Premier Service Club members. Day at the races
Members can also apply for our twice-yearly Room Lynda Thatcher of
Make-over competition worth £500. Uxbridge
if you are a member, your details will automatically Annual pass for Legoland
be entered into our monthly Premier incentive Points Suzanne and her two
Scheme (PiPS). Every month, 12 winners receive up to daughters, Calista and
£1000 in diY vouchers or paid labour to decorate their Millie of Burnham
home or improve their garden.
£500 Room make-over
You can earn £150 vouchers at the end of your tenancy
if you leave your home in a good condition. daphne Hadley of
above: Sandra Colledge of
amersham Holmer Green was one of the
Kids prize of the Scooter two lucky winners of the Samsung
hoW do you become a member? Freeview, DVD player and recorder
dante Orr of Waltham
• Pay your rent, or if you have arrears, keep paying your Cross
in the spring edition of Paradigm
People. Sandra says “Thank you. I
voluntary agreement for at least 12 weeks in a row.
• Have no anti-social behaviour issues (no anti-social PiPs Winners
never usually win anything!”
behaviour notice). Shiela Stevens of beloW: Debra Lowe of West
• Allow entry for your annual gas service. amersham was one of the Drayton was the lucky winner of
• Have no other outstanding housing debt (e.g. garage lucky winners to win 1000
our Room Make-over and chose
to have her hallway re-decorat-
charges); or are consistently paying it off. PiPS points in May. She ed. Debra told us she was very
chose to transform them excited to hear that she’d won.
All new tenants who meet the conditions above will When the job was complete,
into Homebase vouchers.
receive a welcome pack six weeks into their starter she said “My hallway does look
She said: “Thank you so
tenancy. If you have not received one, contact Tina. lovely. A million times better than
very much. i have almost it was before”.
taken up residence in
Homebase ever since!”
grants for members
The Community Chest Fund offers up to £500 to buy
equipment or to cover the costs of a mini project that will hall
benefit you and your community. The Opportunity Fund
can provide up to £500 to enable you or your partner to
get back into work, training or employment.
for an application form for either fund, please call
tina, details below.
18 autumn 2010 Paradigm PeoPle
Customer serviCes 0300 303 1010
hoW to enter
• autumn• •
premier service Club
members will have an
entry card inside this
to enter, please fill £350 ikea
this in and post it in an
envelope addressed to: win giftCarD
Tina Olowookere, 1 Glory The lucky winner will be
Park avenue, Wooburn about to pile their trolle
Green, Bucks HP10 0dF high at ikEa.
Or enter online at www.
giving the code shown on
your entry card.
if you have not received a
card but believe you are a
member, please contact
Tina. Your entry can be
taken by telephone.
win kids’ only
29 October 2010 comPetition
a shopping spree of a
lifetime for kids.
garDen you could Win
How does your a £300 toys r us
garden grow? For all giftcard win
people, here’s Simply answer this question:
your chance to win
Q Which school now has a woodland walk?
(the answer is in the magazine)
the competition is open to all kids (not just those in the
to a local garden
weekenD! premier service Club)
centre of your
Get into the Hallowe’en to enter the kids’-only competition, cut out this form and
choice up to the return to in a stamped addressed envelope addressed to
spirit with this fantastic tina olowookere, paradigm Housing, 1 glory park avenue,
value of £250.
prize, which includes two wooburn green, Bucks Hp10 0Df.
or enter online at www.paradigmhousing.co.uk
at a hotel, with dinner on closing date 29 october 2010
both evenings, plus entry e
to the murder mystery Which school now has a woodland walk?
events such as ‘Rocky
Horror Murder Show’ and Answer:
‘Swing-a-long a sound Name:
of murder’. Locations in
Cambridgeshire, kent and Address:
Customer serviCes 0300 303 1010
pHone 0300 303 1010
24-hour number – 7pm to 8am emergency service only
paradigm Housing group,
By 1 glory park avenue, wooburn green,
Buckinghamshire Hp10 0Df TEMPORARY What do you
office hours monday to Friday 9.00am to 5.30pm
HOUSING • Do you enjoy reading Paradigm
paradigm manages these People? Please send us your
properties which are owned by
comments and suggestions.
email email@example.com private landlords.
to report a repair • Would you like to receive a
digital file (pdf) instead of the
01895 678003 paper copy?
visit us 1 white Hill, Chesham, Bucks Hp5 1aB housing management
and rent enquiries
• Would you like your letter to
43-45 High st, ruislip, middx Ha4 7BD appear in the magazine?
office hours monday to Friday 9.00am to 5.30pm 01895 678020
Call liz turner on
01628 811842, email:
Website services www.paradigmhousing.co.uk liz.turner@paradigm
see all our news and information Or write to: Liz Turner, Paradigm
on our new-look website! Housing Group, 1 Glory Park
Avenue, Wooburn Green,
Did you know you could: Buckinghamshire HP10 0DF
• report a repair
• get involved with
seven Ways to
Pay your rent
if you have a bank
• pay your rent online account, the most
• view your account online convenient way to pay
is by Direct Debit. Call us on
• Join an estate inspection 0300 303 1010 for details
Buying a new home
you can also pay by
if you are interested in our affordable homes for sale through shared ownership,
standing order. Call us
see our paradigm living website for photos and details of all properties: as above
www.paradigmliving.co.uk you can pay
at your local
at any shop that
large print braille cd or tape
5 By phone, please call
0300 303 1010
on our website at
post a cheque to:
if you would like any of the articles in this magazine reproduced in another 1 glory park ave,
language or format, please contact us on 0300 303 1010 wooburn green,
Buckinghamshire Hp10 0Df