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t M ric G st A p3 Di um ils r ta Fo De The Westlea Housing Residents’ Magazine WESTLEA AUTUMN 2006 Tenant Survey results 2006 “My career starts scheme success here!” Work placement Residents’ winning blooms Community internet project Youth partnership takes off Monitoring Westlea Service Standards We are still monitoring our performance to see how well we are delivering our services to you. The table below shows how well we are doing: #11 Autumn 2006 HOME WESTLEA Chief goes back to floor Westlea’s chief executive left his suit and office behind earlier this summer when he went ‘back to the floor’ with a plumber. Dave Ashmore spent the day with Andrew (‘Jake’) Thake, a plumber with Westlea since 2001. In the popular television series ‘Back To The Floor’, top executives are challenged to leave their position of power to spend time at the sharp end of their business. Dave says he thoroughly enjoyed the experience: “It was great to spend time out with Jake and see at first hand some of the fantastic work that our tradespeople do day-in day-out in homes and neighbourhoods across the county.” Jake welcomed the chance to show his boss what it was like out on his rounds. “Dave didn’t want any special treatment,” he says. “In fact one customer asked whether he was just learning the job and he said that he was!” Reception Standard Display up to date, useful information. Meeting the standard? The information in reception is being reviewed to ensure that it is relevant and up to date. We have also improved our reception area. Our service standards Telephones Standard To answer within five rings. Meeting it? From March to June the average number of calls answered within five rings was 91% Would you like to contribute to HOME (either on a one-off basis or regularly)? Please get in touch! BY POST c/o Communications Team, Westlea Housing, Chippenham SN14 0GU BY TELEPHONE on 01249 466049 BY EMAIL magazine@westlea.co.uk BY SMS TEXT Send ‘contact me ref HOME’ to: 07981 110 520 BY FAX on 01249 461136 (marked ‘HOME’) Our promise to you Text messages Standard To respond within two working hours. Meeting it? No messages received since March. Letters and information Standard Write to you in plain English. Meeting it? We now have 14 Crystalmarks for Plain English. Standard Respond to letters and emails within five working days. Meeting it? A sample of our letters shows that 80% are on target between March and June. ‘Dreamscheme’ project volunteers smarten up their neighbourhood by clearing some weeds Equality and diversity Standard We will provide an interpreter if you need one. Meeting it? We have a number of services that we can use for this. Home visits Standard To be made within 10 working days of your request. Meeting it? From a random sample, 93% of appointments were on target. Our performance Standard We will review how satisfied you are with the service we provide. Meeting it? Our telephone surveys show that the following were number of people were satisfied: March 89%. April 93%, May 87%, June 87%. Standard Let customers know when repair work will be done. Meeting it? From April to June 2006, 97.2% of repair jobs were completed on time. 47.6% of jobs were done on an appointment basis, and of these 99.6% of appointments were kept; this is an improvement on the previous figures. If you would like to have any part of this document explained or translated, or in a different format such as in larger print or on audio tape, please contact Westlea on 01249 465465 to discuss your needs. New partnership for street youth workers Westlea has teamed up with Wiltshire County Council’s Youth Development Service to launch a new team of youth workers, to support young people in their own neighbourhoods. The partnership was officially launched at a ceremony at Rudloe community centre in August by Westlea’s Ann Cornelius and Richard Martin from the Youth Development Service (pictured below). The two organisations are cofunding the employment of a full-time youth worker and two part-time assistant youth workers who will deliver ‘street-based’ projects in areas of Corsham and Calne where Westlea has homes. Many of the young people present at the launch event were also taking part in a ‘Dreamscheme’ project, one of several organised during the school summer holiday by the new streetbased youth workers. The young people had been working together to smarten up their neighbourhood – removing weeds; adding new plants and decorative wood chippings to public garden areas; and clearing nettles and debris from a garage block. “We’re really excited that our previous partnership working with the Youth Development Service has led to the creation of this new team,” said Ann Cornelius. “Older residents in these neighbourhoods have told us they appreciate the work that’s been done and are glad to see young people involved with something so positive.” magazine@westlea.co.uk Feedback and complaints Standard We will take complaints seriously and welcome feedback on our services. Meeting it? We have received 12 formal complaints since March. Standard Take all customer complaints seriously. Meeting it? We have trained all front line staff in handling complaints and are now recording informal complaints too. Standard Review complaints to spot problems with our service. Meeting it? We have developed a complaints monitor to see what we can do better and what we need to change as a result of some complaints. Formal complaints received 2005/2006* Stage 1 (resolved by Customer Services Manager) Stage 2 (resolved by Executive Team) Stage 3 (resolved by the Board of Management) Stage 4 (referred to Housing Ombudsman) Complaints upheld 2005/2006 *These figures update the table on page 7 of the Annual Report 2005/2006 HOME is published by Westlea Housing Association Ltd Methuen Park, Chippenham An Industrial and Provident Society with charitable status. 20 15 2 1 2 16 Our customer reception is open between 8.45am and 5.15pm (Monday to Thursday) and 8.45am to 4.45pm (Friday). Westlea’s chief executive Dave Ashmore (left) with plumber Andrew ‘Jake’ Thake. HOME 1 Doorway donation is ‘lifesaver’ on from homelessness by providing them with food, friendship, structured activities and hope for the future. We are a major local project with a great deal still to do – but to do it we need sufficient financial resources and this donation from Westlea is a lifesaver in that respect!” “We first opened a drop-in centre for homeless adults in January 2004, providing a hot meal, laundry facilities and one to one support. But we quickly realised that many of our guests have complex needs such as mental health problems, debts, substance use and educational needs which are likely to affect their ability to hold down a job and a tenancy. “Doorway is a new venture based on what we have learnt during our two year pilot scheme. The title reflects the fact that our door is open to homeless guests and also those who have problems which affect their ability to cope with work and a tenancy. Our new emphasis is on meaningful activities to help people learn skills which will help them move on in their lives.” DISTRICT FORUM news Annual general meeting 2006 September 30th The annual general meeting (AGM) of the Westlea tenants’ District Forum takes place as part of the Westlea Tenants’ Day on September 30th. The meeting will include a presentation by the Chair and Secretary and a vote on the proposal to adopt an amended constitution (see below) as well as the nomination and election of new officers. If you would like to nominate someone for election to the District Forum, or be nominated yourself, contact Esther Lim at Westlea on 01249 466163, or email esther.lim@westlea.co.uk for full details of the election process and a nomination form. Newsletter launched for over 50s Westlea has worked with Age Concern Wiltshire on a new publication called ‘FiftyPlus’. Launched at the Older Persons’ Forum in July (above), it was posted to all tenants over the age of 50. The second issue will be sent out in November and will include details of how to book for the next Forum meeting taking place on December 5th in Cricklade. From left: Salvation Army Captain Mary Woolfe; Ann Cornelius, Westlea’s executive director (operations); and Margaret Cleverley, project manager for Doorway. A donation of £15,000 by Westlea Housing to support the work of the Doorway – formerly the North Wiltshire Homelessness Project - has been described as a “lifesaver” by the project’s manager. Westlea’s Executive Director (Operations), Ann Cornelius, who presented the cheque, said: “Westlea is really pleased to give this great project a boost with this latest donation. We hope it will help enable The Salvation Army and CVS North Wiltshire to further develop the excellent service they offer to local homeless people.” Margaret Cleverley, project manager for Doorway, says: “Doorway is making a difference to the lives of many homeless people – moving them Action on ‘ASB’ New figures for the last 12 months show that Westlea has continued to be active in dealing with anti-social behaviour, working with residents to try and sort out problems in neighbourhoods. “We always take reports of anti-social behaviour very seriously,” says Dave Ball, Westlea’s Neighbourhood Services Manager. “In one recent case, a tenant was evicted from his home because he repeatedly refused to maintain it properly. He also refused to allow Westlea contractors complete improvement work which meant his home was the only bungalow in the area without a new front door, new windows and a new kitchen. “In court, the judge described the condition of the property as appalling and said it was unreasonable to expect the neighbours to have to put up with any more.” Action Westlea has taken in the last 12 months to combat anti-social behaviour has included: 10 Notices of Seeking Possession; 2 Suspended Possession Orders; 2 Injunctions; 2 Evictions; 1 Demotion Order; and 3 Acceptable Behaviour Contracts. Meanwhile, a focus group of 15 tenants has worked with Westlea officers to carry out a review of all guidance, rules and procedures for dealing with anti-social behaviour. “We wanted to make sure that our policy reflected all the current recommendations from the government and other relevant agencies,” says Dave Ball. “We have also put together a summary leaflet that describes what anti-social behaviour is; where residents can get help; how quickly we can deal with the problem; and a step-by-step guide to sorting out neighbour problems.” If you would like a copy the summary leaflet or the full Anti-Social Behaviour Policy please contact your neighbourhood housing officer or email enquiries@westlea.co.uk Alternatively you can read the summary information on our website at www.westlea.co.uk HOME 3 Eco-friendly lightbulbs Residents in some of Westlea’s newer homes will know that we now fit special three-way bayonet lamp fittings as one way to make the property more energy efficient. Although the ‘BC3 eco bulbs’ needed for these lamp fittings are more expensive than ordinary lightbulbs, using them in a ‘standard’ house could save the resident around £100 each year because they use less electricity than ordinary lightbulbs. Some residents have told us they have had difficulty buying the three-pin eco bulbs locally, but we’re pleased to report that the following outlets are able to supply them from £6.35 upwards. This may seem a lot, but the life of the bulb is about 8000 hours or 3-6 years depending on use (and prices are certain to fall – when the two-pin eco bulbs first appeared they cost £18 and now cost around £3). You should phone the shop before visiting to be sure stock is available as they may need to order the bulbs for you. Try the following: • E&S Electrical, The High Street, Corsham. Tel 01249 713445 • Trotmans, The Pippin, Calne. Tel 01249 812218 • 2a Electrical, Park Lane, Chippenham. Tel 01249 444442 Those with internet access can buy the eco bulbs (prices online) at www.ethicalproductsdirect.com. Westlea will also be contacting major retailers (eg. Homebase, B&Q, Focus) to try to improve availability and pricing of these new lightbulbs but, in the meantime, would like to know of any problems you have buying them. Contact Martyn Matthews at Westlea on 01249 466090, email martyn.matthews@westlea.co.uk Changes to constitution Westlea’s District Forum is proposing a number of changes to its constitution. The District Forum is one of the ways that you can be involved in the management of your home and have a real say in what goes on. All tenants are invited to comment on the changes being proposed before they are voted on at the District Forum AGM. Both the existing and proposed constitutions can be viewed on the Westlea website at: www.westlea.co.uk/districtforum If you would prefer to receive printed copies of the existing and proposed constitution contact Esther Lim on 01249 466163, or email esther.lim@westlea.co.uk 2 HOME magazine@westlea.co.uk magazine@westlea.co.uk News in brief “I really love the computers” So says Morgan, 9, (pictured with eChippenham community agent Emma Jane) of his time spent using the eChippenham facilities at Waste Not Want Not in Chippenham. The two computers in the furniture recycling project’s Hungerdown Lane shop are proving to be a success with people of all ages. Jean Jefferies has enjoyed learning there – “I think it’s very good that the people of Chippenham can have the opportunity to receive computer training free of charge!” – and Kev, 16, agrees: “It’s great because it’s free.” eChippenham was launched last September and is becoming well established in the town with nearly 400 people a month using the computers and surfing the web. “In the same way that the eCalne project has given people in that town access to training and support with using computers and the internet, this scheme can help those who have never used a computer before and don’t even know what the internet is,” says Julie Bielby of Westlea’s Neighbourhood Development team. “For all those wondering what the fuss is about, there’s a chance to book a lesson with Emma Jane, the eChippenham Community Agent, who will take you through the basics. “Learning step by step at your own pace, it won’t be long before you can send an email, do your shopping online, search for bargains, look for a job… the choice is yours!” Drop into the Town Hall or Waste Not Want Not, 10am to 4pm, Mondays to Fridays to access the service. To book an appointment with Emma Jane call her on 07770 310853 or Julie Bielby, Neighbourhood Development Advisor on 01249 466054. To use the service at the Parklands sheltered housing scheme, non-residents need to talk to Emma or Julie. Emma Jane and Morgan, 9, at Waste Not Want Not in Chippenham. SHELTERED SCHEMES BLOOM SUCCESS: Congratulations to residents at Spring Tinings and Jargeau Court (sheltered housing schemes in Corsham) who have been awarded joint first prize for their category in the Corsham in Bloom 2006 competition. HELP FOR FAMILIES WITH BARNARDO’S: Westlea and Barnardo’s South West are cofunding the employment of a team who will work to support young children and their families in Calne and Corsham. The scheme will provide practical help, information and advice and support new community initiatives to benefit children and families in the longer term. A team of residents and staff surveyed 1470 households Good response to ‘quality of life’ survey Earlier this year we carried out a ‘quality of life’ survey in nine neighbourhoods – Coleman’s Farm in Calne; Corsham Road in Lacock; Potley and Pockeridge and Rudloe in Corsham; Neeld Crescent, Patchway and the Hill Rise area in Chippenham; Dogridge in Purton; and Parsonage Farm Close and Saxon Close in Cricklade. These are neighbourhoods where residents have been less satisfied with the area in which they live and where we are focusing on tackling the problems that most concern people. We are pleased to see that we have had a much higher response rate this year, compared with the same project last year. A team of residents and staff surveyed 1470 households and received 565 responses. Thank you to all of you who took the time to give your opinion! The survey gave us a chance to find out what people think is good and what is not so good about where they live. We asked about things like health, crime, the neighbourhood, transport, youth, training and social enterprise. We will look at the results by area and issue and this will help us to see where we need to do more work and what to focus on. For example, residents in four of the areas feel that the biggest problem in their neighbourhood is linked to children and young people – issues relating to their behaviour as well as the lack of facilities or planned activities. We already have partnerships in place that are beginning to tackle this – with the Youth Development Service (see page 1) and with Barnardos who are supporting families and younger children in three of the regeneration areas. We also plan to run further healthy living projects and increase opportunities for training and enterprise over the coming year, concentrating our efforts where there is the greatest demand. We will send a newsletter to each of the neighbourhoods soon, to give feedback on the results for their neighbourhood and to explain what we will do to address the issues raised. For more information please contact Jen Eastman on 01249 466168 or email jen.eastman@westlea.co.uk magazine@westlea.co.uk JOINT SOCIAL COMMITTEE: The group of tenants who organise social events for the enjoyment of all Westlea residents is looking for new members! If you are interested, you can be nominated to join the group at the tenants’ conference event on 30 September. Telephone 01249 466163 for a nomination form. QUIZ NIGHT: The winning team at this year’s Calne Jesters/ Westlea JSC Quiz Night was ‘The Cabbies’ from the Citizens Advice Bureau and £169 was raised for Wiltshire Air Ambulance. A glass bowl was presented to Woodlands Social Club steward Alan Jenkins and his wife Mavis, who are retiring soon, as a thank you for all their help and support over the years. Obituary Ray Abbott It’s with sadness that we report that well-known Westlea tenant Ray Abbott, 78, of Wootton Bassett, has died. Ray, whose health had been declining for some months, died peacefully at his home on June 2. He will be missed by many people. Ray was well known for his voluntary work during five years as chairman of Westlea’s Wootton Bassett and Area Tenants’ Panel. He was also a founding member of the Westlea Joint Social Committee. In September 2004, on his retirement from office, he won recognition as a community champion, and was praised for the time and effort he devoted to the concerns of local tenants. He helped organise many social events that raised over £2,000 for charity. Raymond Leslie Abbott was born and raised at Romford, Kent. He enjoyed 53 years of marriage to Win, whom he first met at a friend’s wedding. In a varied, interesting career, Ray was Ray Abbott receives his ‘community champion’ award from Westlea chief executive David Ashmore, in 2004. employed by various local councils, and also worked in farming and landscape gardening. He was gardener at the Pear Tree hotel in Purton for six years. Walking was a favourite pursuit, and Ray enjoyed exploring the Lake District. His love of nature, the countryside and outdoor life was reflected in the choice of funeral hymns, All Things Bright and Beautiful and Morning Has Broken. 4 HOME magazine@westlea.co.uk HOME 5 ‘Whatever!’ pilot project for 16–21 year olds is praised by MP and will continue to provide opportunities Work scheme changes lives Westlea Housing’s successful pilot scheme to give young people in Wiltshire who are not in work or education the chance to gain experience of both has been given the green light to continue. A specially-commissioned short film to help publicise the project includes interviews with some of the young people involved in the pilot scheme and the companies offering placement opportunities. One of the young people, Steven Beazer, explained what his life had been like before joining the ‘Whatever!’ scheme: “I didn’t get up to much - I was just hanging around with mates, just wasting away really. And this gives me something to focus towards. Where I live is quite rural so there aren’t many opportunities for young people to gain employment.” Now, having successfully completed his ‘Whatever!’ scheme placement, Steven has been offered paid employment as an apprentice painter for Westlea Housing. He will also benefit from further training and educational support at a local college. Simon Watson, Customer Repairs Manager at Westlea said: “We’ve got young people with skills and a keenness to work just waiting for this opportunity to prove to an employer that they can do the business.” We are continuing to work with other local employers, including Connaught Partnerships, to try and arrange full time apprenticeships for those who complete the project. Community First has also agreed that Westlea Housing is a preferred partner for their ‘Wiltshire Wheels to Work Project’, which offers mopeds to young people who’d otherwise find it difficult to access work, training and higher education. Westlea’s chief executive David Ashmore said: “Whatever! is all about providing new opportunities to our residents and we certainly hope that the scheme will help open some doors for the people taking part. I’m really glad this pilot has been a success.” magazine@westlea.co.uk HOME 7 Steven Beazer completed the Whatever! scheme and is to start as an apprentice painter with Westlea Use your skills to earn money Are you looking to return to work? Are you interested in helping with jobs around the home – such as painting and decorating, putting up shelves, curtain rails or curtains, and charging a reasonable rate? Residents have told us that this type of service would be really useful and we are currently looking at a way to provide it. We’d like to set up a painting and decorating ‘Resident Services Organisation’ – this is where local people provide and deliver a service within their immediate neighbourhood. If you have any specific skills (or would like to learn new skills and put them to good use) and earn a little money, please let us know. It doesn’t matter if you want to work full time or are only able to work a few hours a week or evenings or weekends. This is a great opportunity – as well as being one of the first to start something new that meets the needs of your community, you’ll be able to benefit from training and support on how to produce a business plan and access funding. If you’d like to be one of those working together to implement this innovative project contact Terri Yewkins, Neighbourhood Development Advisor on 01249 466167 or email terri.yewkins@westlea.co.uk 6 HOME James Gray, MP for North Wiltshire, presented certificates to some of the young people who had completed the 13-week ‘Whatever!’ programme at an event in Chippenham recently. He said he was pleased that the “brilliant” pilot scheme was to be followed by a further series of placements in September. Westlea created the ‘Whatever!’ work experience and training scheme for Westlea residents aged between 16 and 21 who were not in employment and have had limited access to education and training opportunities. The pilot scheme was launched in April this year and was run with the support of training providers and employers in the area including Wiltshire College’s E2E (‘entry to employment’) team, BTCV James Gray (right), MP, congratulates two of the young people – Simon (left) and Alan (centre) – who have successfully completed the ‘Whatever!’ work placement scheme Enterprises, Connaught Partnerships Ltd, Radio Active Audio and Westlea Housing’s responsive and grounds maintenance teams. The young people have gained experience of plastering, kitchen fitting, painting, decorating and finishing, grounds maintenance and car audio installation. Congratulations to Robert Peerman, Alan McAllistair, Steven Beazer, Jonathan Butler and Simon Buckland who all completed the project with excellent references. Are you 16–21 years old and not currently in employment, education or training? The next ‘Whatever!’ scheme may be for you! What do you get out of it? • 3 days’ work experience each week of the placement • Access to training • Access to possible employment opportunities • A certificate of competence If you are interested or want to find out more about the project, call us now on 01249 466163. Places are limited so call today – don’t miss this exciting opportunity to gain work experience with some leading local companies. We have vacancies for trainees in the Westlea Grounds Maintenance and Responsive Maintenance teams; at Waste Not Want Not, the furniture recycling project; with the Youth Development Service; with the Princes Trust; with Connaught Partnerships; and many more. magazine@westlea.co.uk North Wiltshire Credit Union Westlea fully supports North Wiltshire Credit Union which is owned and controlled by its members. These are some of the benefits of credit unions: • Members save together and can borrow from their own pool of savings. • They offer a unique combination of affordable credit with a savings facility, even for small amounts. • They can provide financial services to people facing financial exclusion (for example, those unable to open a bank account, or access other financial services). • They can help members develop improved financial awareness. • They can help minimise debts because they have low interest rate charges for loans (especially when compared with ‘doorstep lenders’). For more information about the Credit Union (or the vacancy below), contact Sarah Perkins or Helen Cotter at Community First on 01380 722475. Knock, knock. Do you know who’s there? A number of laptop computers were stolen from Westlea’s Methuen Park offices during a break-in on 11 June 2006. The laptops were subject to Westlea’s ICT Security Policy meaning that the computers, and any information that they store, are secure from unauthorised access by anyone other than an IT specialist. The computers have been removed from the Westlea networks to ensure that any risk of accessing information is minimised. Checks to identify the exact information stored on the local hard drives of the stolen laptops has found that the some of them contained information including some organisational policies; associated letters; project plans; and resident attendance lists (names, addresses and postcodes). Although the risk of others accessing this information is very small, we would like to take the precaution of reminding all residents of the need to check the identity of any personal callers to your home. Please read the guidance from Wiltshire Police (right). WORDSEARCH COMPETITION Find the words listed below and you could be the winner of a £20 gift voucher! Autumn Wordsearch supplied by Niamh, 7, of Chippenham North Wiltshire Festival 2006 Thank you to all those residents who visited our stand at the North Wiltshire Festival in July (above). Hundreds of festival goers enjoyed trying to guess where on the map of Westlea homes the treasure chest was hidden. Congratulations to Vera White-Park of Chippenham who correctly guessed that the treasure chest was hidden in Mitchell Close, Wootton Bassett, and wins the £100 prize. O L I V E R T W I S T C H O R R I D H E N R Y H H A R R Y P O T T E R A E D A C E L B G I Z P R L P B N E M O F R G E L M Q U B A M B I G A T I E P E T E R P A N N E E R B U T Z U N M O G R A F A M O U S F I V E R N P L M A T I L D A L A D R A D M I F F Y T I B L P O O H B E A R Q N B O G R A M N P U I Z A I L R O B I N H O O D L T A P A D D I N G T O N R B This issue our wordsearch focuses on characters from childrens’ books and films. Can you find the following in the grid? closed, and telephone the caller’s office to confirm their identity. Always use the number in the telephone book rather than on the card. Westlea’s main telephone number is 01249 465465, or 01249 466100 for repairs. Before letting anybody into your house, ask yourself the following questions: • Are you aware of any repair work that is needed on your house? • Has the caller made an appointment? • Does the caller know your name? • Is the caller able to quote your account or tenancy details? • Did the caller arrive in a clearly marked, company-signed vehicle, and is it visible from your house? If the answer to any of these questions is ‘No’, and the caller cannot recall your identity when they knock at your door, then entry to the house should not be allowed. PETER PAN • BFG • ELMER • OLIVER TWIST • MIFFY • FAMOUS FIVE HARRY POTTER • CHARLIE AND LOLA • MATILDA • ANGELINA PETER RABBIT • HORRID HENRY • PADDINGTON • ROBIN HOOD BAMBI • MOG • POOH BEAR • NEMO Vacancy, Wootton Bassett Credit Union collection point The North Wiltshire Credit Union has opened a collection point at the library in Wootton Bassett, staffed by local volunteers. To take the Credit Union forward they are looking for an enthusiastic member of the local community to become a Director for the Wootton Bassett area. Taking responsibility for marketing and publicity, the Director will promote credit union awareness and take responsibility for the overall running and staffing of the collection point. There will be a need to attend fortnightly Board meetings to give feedback on the progress of the collection point. New volunteers who join as a Director will be given training and support. How to guard against bogus callers Wiltshire Police suggests the following precautions should be taken to help protect residents from ‘rogue traders’ or ‘bogus callers’: STOP Before opening your door to strangers, you should question whether you are expecting anybody to call. Do they have an appointment? CHAIN Put your chain on before opening the door. CHECK Ask for proof of identity and check it carefully but leave the chain on. Utility company representatives (and Westlea staff/contractors) carry an identification card. If in doubt you can always ask the caller to remain on the doorstep while your door is YOUR NAME: YOUR ADDRESS: We ask all residents to be alert and not to let anyone into their home unless they are completely sure of the person’s identity. All Westlea staff now have a new-style identification card (pictured) which gives their full name and job title and includes a photograph; this should be displayed for you to see easily, but if it is not please always ask to see it. We have received several reports during the summer months of individuals posing as Westlea grounds staff and asking to be paid for hedge and grass cutting. Westlea staff will never ask for payment. Please tick this box if you would like to help create puzzles for inclusion in future editions of HOME Send this completed form, by 30/11/06, to ‘HOME Wordsearch’, Communications, Westlea Housing, Chippenham SN14 0GU. LAST ISSUE’S WORDSEARCH WINNER: Despite a printing error (an ‘I’ appeared in place of an ‘L’ – sorry!) we had a great response to the wordsearch competition in the last edition – thanks to all of you who took the time to enter. The lucky winner was: Mr C Shipman of Corsham Road, Lacock. 8 HOME magazine@westlea.co.uk magazine@westlea.co.uk HOME 9 Tenant survey The Tenant Survey was sent to 1382 homes to check levels of satisfaction with our services. 724 surveys were returned, giving a response of 52%. A similar survey was carried out in 2004 and in 2001. The survey shows that we are continuing to provide services that meet the needs of the majority of our customers. The key results are: Repairs 87% of tenants are satisfied with the our repairs service. This is an increase of 9% since the last survey. General satisfaction with repairs and maintenance (%) no opinion very dissatisfied fairly dissatisfied neither fairly satisfied very satisfied 0 10 20 30 40 1 4 5 3 40 47 50 60 70 2006 42 46 20 30 40 50 60 The service we provide Overall service 88% of tenants are satisfied with the overall service we provide; this is an increase of 8% since the last survey, carried out in 2004. Satisfaction with the overall service provided by Westlea (%) very dissatisfied fairly dissatisfied neither fairly satisfied very satisfied 0 10 Communication Information and participation 91% of tenants are satisfied that we keep them informed about changes that might affect them as a Westlea tenant. Also, 68% of tenants are satisfied with the opportunities for participation in management and decision making. Information (%) very poor fairly poor neither fairly good very good 0 10 20 30 40 2 5 4 2 4 4 45 46 50 60 70 70 Service improvements 65% of tenants say that, in the last 12 months, the level of service we provide has stayed the same. 22% of tenants say that, in the last 12 months, the level of service we provide has improved – an excellent result. Overall service improvement in the last 12 months (%) Don’t know Got worse Got better Stayed the same 0 10 20 30 40 50 60 Participation (%) 7 6 22 65 70 Neighbourhoods 87% of tenants are satisfied with the area they live in. This is an increase of 5% since the last survey. It is encouraging that the percentage of tenants who highlighted a problem in their neighbourhood has fallen since the 2004 survey. The most common problems described by tenants are: litter and rubbish in the streets; dogs; play areas; vandalism; and drug dealing. 45 43 no opinion very dissatisfied fairly dissatisfied neither fairly satisfied very satisfied 0 10 20 1 4 7 41 27 20 30 40 50 60 70 Homes 88% of tenants are satisfied with their home compared to 6% who are dissatisfied. 85% of tenants are satisfied with the condition of their home. This is an increase of 5% since the last survey. Overall satisfaction with accommodation (%) very dissatisfied fairly dissatisfied neither fairly satisfied very satisfied 0 10 20 30 40 1 5 5 Satisfaction with the area as a place to live (%) very dissatisfied fairly dissatisfied neither fairly satisfied very satisfied 0 10 20 30 40 50 60 70 Rent Value for money 81% of tenants consider their rent to be good, or fairly good, value for money. This is an increase of 3% since the last survey. We are committed to improving our neighbourhoods. We will continue to work in partnership with local authorities and other agencies to create safer, healthier and more pleasant environments for you to live in. 2 6 6 39 48 50 60 70 Value for money (%) very poor fairly poor neither fairly good very good 0 10 20 30 2 6 11 48 33 40 50 60 70 10 HOME magazine@westlea.co.uk magazine@westlea.co.uk HOME 11 Westlea’s Neighbourhood Housing Officers will be carrying out a series of estate inspection walkabouts during September and October. The purpose of these walkabouts is to find out at first hand what issues are of concern in the neighbourhood; these may include outstanding repairs, grounds maintenance, litter, refuse, abandoned vehicles and untidy properties. The walkabouts start at the time and place stated. If you wish to accompany the housing officers on the walkabout in your area (even if the street name is not listed here), please ring 01249 465465. Chippenham 16th October With Karen Williams, starting at The Butts, 10am. Little Englands Macs Yard Popham Court River House St Mary Street Flats Corsham 18th October With Lynne Terry, starting at Priory Street, 10am. Stokes Road Neston Crescent Westwells The Close The Ridge Home Mead Hatton Way Barrack Row, Bushton, 10.45am Withy Close, Bushton Withybed, Bushton Clyffe Pypard, 11.30am Swindon 17th October With Sarah Bradbury, starting at Princes Cottages, Purley Ave, Swindon, 10am. Ken Savage Close, Swindon Stanley Honey Court, Walcot, 10.30am Falconer Mews, Groundwell, 11.15am Gable Close, Groundwell Mason Road, Groundwell Woodmans Road, Groundwell Kington St Michael 5th October With Karen Williams, starting at Honeyknob Hill, 10am then on to Town Close. Estate walkabouts Calne 26th September With Trudy Magness, starting at The Were, 9.30am Bishop Road Bryans Close Road Chissel Brook Dixon Way King Edward Close Globe Court Ladydown Lidbrook Ridgemead Stokes Croft The Wynd Bradford on Avon, Box, Ditteridge and Lacock 25th September With Cheryl Scratchley, starting at Baileys Barn, Bradford on Avon, 9.30am. Queens Square, Box, 11am Bargates, Box Ben Cross, Ditteridge Brunel Close, Box Brunel Way, Box Springfield House, Box Vine Court, Box Corsham Road, Lacock, 2pm Rosemary House, Lacock Corsham 13th September With Lynne Terry, starting at Coulston Road, 10am. Churchill Way Cornwall House Winters Court York Close Kings Avenue Kirby House Manor Road Methuen Way Queens Avenue Alexander Road Athelstan Road Avon Rise Barley Close Bonners Close Bremilham Rise Burnham Road Corn Gastons Cowbridge Crescent Gloucester Road Glovers Court Hobbes Close Hodge Lane Kembles Close Newnton Grove Parklands Pool Gastons Road Niebul Close St Marys Street Calne 12th October With Theresa Harley, starting at Heddington, 9.30am. Yatesbury, 10.15am Middle Lane, Cherhill, 11am The Street, Cherhill Pottows Field, Cherhill Briar Leaze, Compton Bassett, 11.45am Spreckly Road, Compton Bassett Lodowicks, Bremhill, 2.15pm Wickbridge, Bremhill Charlcutt, 2.45pm Hungerford Piece, Studley, 3.15pm Norley Lane, Studley Tile Court, Derry Hill, 3.45pm Petty Lane, Derry Hill Downing Street Marshall Street Sheldon Road Woodlands Bungalows Woodlands Road Cricklade, Latton Leigh and Marston Meysey. 29th September With Sarah Bradbury, starting at Bath Road, Cricklade, 10am. Chery Tree Road, Cricklade Ladymead, Cricklade Fullers Avenue, Cricklade White Horse Road, Cricklade Chelworth Road, Cricklade Common Hill, Cricklade Fairview, Cricklade Heberden House, Cricklade Parsonage Farm Close, Cricklade Pikehouse Close, Cricklade Saxon Close, Cricklade Thames Close, Cricklade Limes Place, Latton Leigh, 2pm Marston Meysey, 2.45pm North Wiltshire villages 28th September With Sian Criddle, starting at Greens Close, Hullavington, 9.30am. Latimer Gardens, Hullavington Newtown, Hullavington Watts Lane, Hullavington Hill Hayes, Hullavington Chippenham Rd, Corston, 10.15am Rodbourne Rd, Corston Avon Rise, Luckington, 11am Church Road, Luckington The Street, Luckington Church View, Sopworth, 11.30am Anthony Close, Sherston, 11.45am Easton Square, Sherston Easton Town, Sherston Green Lane, Sherston Knockdown Gardens, Sherston Northend Gardens, Sherston Newbourne Gardens, Stanton St Quinton, 12.45pm Chippenham 26th September With Jan Morse, starting at Hungerdown Lane, 9.30am. Brook Street Clifton Close Derriads Green Gascelyn Close Boothmead Neeld Crescent Saxon Street School Walk Wessex Road Wootton Bassett 27th September With Chris Painter, starting at Vale View, 10am. Eveleigh Road High Street New Road Princess Gardens Queens Road The Rosary Rylands Way Tanners Close Tinkers Field Downs View Rudloe 19th September With Cheryl Scratchley, starting at Long Close Avenue, 10am. Leylands Road Northcroft Road Prestleywood Road Sandylea Avenue Southcroft Road Toghill Crescent Weir Hayes Westwood Road Club Row Bankwater Road Broadwood Avenue Kings Lea Avenue Calne 28th September With Theresa Harley, starting at Abberd Way, 9.30am. Abberd Way Bungalows Angell Close Baily House Blake House Bodinnar House Broken Cross Churchill Close Colemans Close Coulter House Fitzmaurice Sq Foreman Street George Close The Glebe Honey Garston Honeymead James House The Knapp Macauley Sq Ogilvie Sq Page Close Pen Hill Road Pinniger House Pym House The Slades Woodhill Avenue Woodroffe Sq Chippenham 18th September With Ellen Humphries, starting at The Oaks, 10am. Ashe Crescent Ashe Close Barrow Green Broomfield Broomfield House Greenway Court Greenway Lane Heathfield Hill Rise Hill Corner Road Moorlands Northwood Oaklands Chippenham 28th September With Karen Williams, starting at Blackcross, 10am Cricketts Lane Derby Close Dyers Close Habrels Close Larkham Rise London Road Long Close Oate Hill Westmead Terrace Wood Lane Wood Lane Bungalows Oaksey, Ashton Keynes and Minety. 20th September With Sarah Bradbury, starting at Bendy Bow, Oaksey, 10am. Wick Road, Oaksey Harris Road, Ashton Keynes, 11am Kent End, Ashton Keynes Kent End Close, Ashton Keynes The Mead, Ashton Keynes Sawyers Rise, Minety, 12noon Station Road, Minety St Leonards Row, Minety Wootton Bassett 4th October With Chris Painter, starting at Wood Street, 10am. Fairfield Highgate John Watson House The Lawns Lucerne Close Showfield Springfield Crescent Springfield House Coxstalls Lime Kiln Calne 5th October With Theresa Harley, starting at Linden Close, 9.30am. Grierson Close Harris Court Horsebrook Anchor Road London Road Low Lane Oxford Road Phelps Parade Priestley Grove South Place The Wharf Biddestone and Corsham 28th September With Cheryl Scratchley, starting at Biddestone, 10am. Bences Lane, 10.45am Charles Street Cross Keys Dickens Avenue Home Close The Lagger Moxhams Oliver Avenue Orchard House Orchard Road The School Yard Tupman Road Weller Road Wyvern House North Wiltshire villages 5th October With Sian Criddle, starting at Tuners Lane, Crudwell, 9.30am. Pikefield Crescent, Charlton, 10.15am Hillwell, Hankerton, 10.45am St Giles Close, Lea, 11.15am The Crescent, Lea Little Somerford, 11.45am Daunstey Road, Great Somerford, 12noon Hollow Street, Great Somerford Wilkins Lane, Great Somerford Chippenham 3rd October With Jan Morse, Westcroft at 9.30am. Brinkworth, Hook and Lydiard Millicent. 13th October With Sarah Bradbury, starting at Brooklands, Brinkworth, 10am. Railway cottages, Brinkworth The Street, Brinkworth Bolingbroke Close, Hook, 10.45am Hook Street, Hook Buryfields, Lydiard Millicent Downs View, Lydiard Millicent, 11.30am Holborn, Lydiard Millicent The Moors, Lydiard Millicent Park Lane, Lydiard Millicent Stone Lane, Lydiard Millicent Washpool, Lydiard Millicent Chippenham 19th September With Jan Morse, starting at Allington Way, 9.30am. Barken road Barn Close The Battens Hither Close Lamberts Longstone Road Lords Mead Manor Road Pipsmore Road Purton 10th October With Chris Painter, starting at Blacklands, 10am. Witts Lane Dogridge High Street Hooks Hill Kibblewhite Close The Peak Proud Close Reids Piece Upper Pavenhill Calne 10th October With Trudy Magness, starting at Braemor Road, 9.30am. North Way Bremhill View Corfe Crescent Curzon Street Fynamore Place Lansdowne Close Lickhill Road Newcroft Close Newcroft Road North Cote North End North Street Chippenham 3rd October With Karen Williams, starting at Charter Road,10am then on to Field View. North Wiltshire villages 12th October With Sian Criddle, starting at Pound Close, Lyneham, 9.30am. Bradenstoke, Lyneham Calne Road, Lyneham Chippenham Road, Lyneham Preston Lane, Lyneham St Michaels Close, Lyneham South View, Lyneham Dauntsey, 11.30am. Calne 3rd October With Trudy Magness, starting at Iles Court, Goatacre, 9.30am. Harts Close, Goatacre Quakers Walk, Goatacre Lammas Close, Hilmarton, 10.30am Snow Hill, Hilmarton Fishers Brook, 11.15am Chippenham 5th October With Ellen Humphries, starting at Whitegates, 10am then on to The Meads, Burton, 11.30am Corsham 11th October With Lynne Terry, starting at Lypiatt Road, 10am. Elm Hayes Goldney House Dicketts Road Pockeridge Road Potley Lane Poynder Road Chippenham 21st September With Karen Williams, starting at Audley Road, 10am. Canterbury Street Dover Street Chippenham 10th October With Karen Williams, starting at Redland, 10am then on to Patchway. Broadtown 18th October With Chris Painter, starting at Redhills 10am. East View Broadtown Road Malmesbury 21st September With Sian Criddle, starting at Hudson Road, 9.30am The Causeway 12 HOME magazine@westlea.co.uk magazine@westlea.co.uk HOME 13 ed help r way? Ne ing you f ind you need 16+ and do ed Are you ag ire or to e in Wiltsh liv support to Wiltshire? odation in m find accom • tenancy issues? • homeless? • need help to understand your housing rights and responsibilities? • unsuitable accommodation? day! munity4 to m Contact Co 4.org community www. • need help with benefits? • threatened with eviction? • rent/mortgage arrears? • need to access another service? • need help budgeting? • need new life skills? • resettling into a new home? Community4 West Wiltshire 29 duke street trowbridge tel: 01225 777790 text: 07917 737693 email: westwilts@ community4.org.uk Community4 North Wiltshire westlea, methuen park chippenham tel: 01249 466290 text: 07917 456676 email: northwilts@ community4.org.uk Community4 Salisbury 4 castle lane wilton, salisbury tel: 01722 742191 text: 07771 7987290 email: salisbury@ community4.org.uk Community4 Kennet the cromwell rooms station road, devizes tel: 01380 723082 text: 07717 987285 email: kennet@ community4.org.uk Community4 is a partnership between