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Contents 2 ContaCts and editorial 17 3 news Community work 13 young people How we are involving 7 4 improving serviCes younger residents Longer hours and a new feedback policy 14 news from W resiDents’ groups elcome to the Autumn 6 maintenanCe New online service; repairs survey result Your local groups are changing editorial of Paradigm People. Our Annual 7 Derek Currie Caring for our grounds 15 notiCeBoarD Opportunities to get involved 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 10 asB How we tackle anti-social behaviour 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 Contact us: questionnaire in the previous issue. Page 10 has information about how we deal with anti-social By pHone 0300 303 1010 24-hour number – 7pm-8am emergency service only TEMPORARY HOUSING 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 announced shortly. 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 news Paradigm acts to secure maintenance service P 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 magigmzine:ived this 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 rad 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 u wil ies. Plus, l have also Work on rec eived a gas safety leafle if any of these are mi ssing, t. 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 insPector called a 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 longer 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 iSTOCk PHOTO.COM/LaaRTiST 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 firstname.lastname@example.org hours. the number is always: 0300 303 1010 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 speCialist teams 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 denise hassan 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 paradigm. these included: ● 113 boilers installed ● 5893 routine repairs ● 2409 gas services ● 121 new kitchens and bathrooms installed ● 15 roofs replaced ● 44 sets of windows and doors replaced this shows our commitment to continuously improving your homes. rePairs survey 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: look for 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? i 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. 2pm? 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 managing grounds wIlD Great AREAS Green Bees, butterflies and other iDea 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 i 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! them do 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 grounds for look after more big areas of communal grass, and there are more mature trees needing attention. oPtimism 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 colour 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 & please up shrubs we have just planted. Customer serviCes 0300 303 1010 Paradigm PeoPle autumn 2010 7 you said, we did Resident information Pack o 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 PoweR! 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 time scale. our New Build design Guide. Following a number of complaints Community 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 Young Persons 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 tackling asB We are working hard to improve our anti-social behaviour service – we want to hear from you if you need our help W 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 ASB service 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 everyone’s 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 Housing Gardens, GreenwOOd Partnership showing and the the position University of Hertfordshire. 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 Peace 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 Hillingdon residen Jeilani, and grow outdoors. member madina part-funded by paradigm’s Community fund grant 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 young people Polished Performance Paradigm resident Tom Pirouet is to spend a year in Poland working with the listening to European Voluntary Service before he starts college. at just 18, he will be living younger voices near Warsaw, learning Polish, organising after-school t 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. email@example.com 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. iSTOCkPHOTO.COM/aLOMURiLLO 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 residents’ 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 m 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 STOCkPHOTO.COM/aSiSEEiT, CaREiMaGES.COM 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 noticeboard a helPing hand to NOTiCE BOaRd Can we help? Do you need funding to make your dream come indePendence true for your neighbourhood or community? i f you are claiming Why not apply by post or email to the employment and Community Engagement Fund? support allowance (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 firstname.lastname@example.org expert advice, the Shaw and request a copy of the guidelines and the Trust can help. This national charity has been application form. helping disabled and disadvantaged people to prepare uid p us 11 design gidents toe 20write our 2011 for work, find jobs and live more independently for 25 years. 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@ paradigmhousing. suggests havnsn io e bee co.uk, or write to Rachel giving your name, almost 70 suggestion address, telephone gestion 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. customer 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 by the 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 Your gardens of Paradigm 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) Pets corner: 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 factfile organic matter to with a drop at night, but likes: beetles and mice the soil and enrich it, not below 20c (68f). dislikes: cold; which your plants will They must have fairly being handled love. Buy daff and high humidity and a shallow beWare: tulip bulbs when they bowl of clean water. poisonous skin! become available Food consists mainly of t 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 space Write to: Liz Turner, Paradigm People, 1 Glory Park Avenue, Wooburn Green, Buckinghamshire HP10 0DF, or email: email@example.com in my previous life completed 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 my Disability Employment 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. The government scheme Access to Work by helen sheppard made excellent (020 8426 3110, www. i progress both fli ght 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. residents in 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 the 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 l in 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 Prestwood 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 “Thank you” 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 •f 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 re-dec Debra get back into work, training or employment. • Lowe for an application form for either fund, please call tina, details below. contact • tina olowookere 01628 811861 • • tina.olowookereparadigmhousing.co.uk 18 autumn 2010 Paradigm PeoPle • • Customer serviCes 0300 303 1010 • hoW to enter • • autumn• • great premier service Club Prize draWs members will have an entry card inside this magazine. Win 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 • y Park avenue, Wooburn about to pile their trolle Green, Bucks HP10 0dF high at ikEa. Or enter online at www. paradigmhousing.co.uk 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. closing date win kids’ only 29 October 2010 comPetition a shopping spree of a lifetime for kids. garDen you could Win vouCHers How does your a £300 toys r us garden grow? For all giftcard win you green-fingered people, here’s Simply answer this question: your chance to win garden vouchers murDer mystery 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 nights accommodation 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: Oxfordshire. • • Customer serviCes 0300 303 1010 • Postcode: Contact no: • Contact us: By pHone 0300 303 1010 24-hour number – 7pm to 8am emergency service only paradigm Housing group, By 1 glory park avenue, wooburn green, post Buckinghamshire Hp10 0Df TEMPORARY What do you think? 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 firstname.lastname@example.org 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 housing.co.uk 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 paradigm 1 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 2 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 3 www.paradigmliving.co.uk you can pay at your local post office 4 at any shop that displays the payzone symbol large print braille cd or tape 5 By phone, please call 0300 303 1010 6 on our website at www.paradigm housing.co.uk 7 post a cheque to: paradigm Housing, 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
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