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South Anglia ances Enhancing Life Ch The newspaper for residents of South Anglia Housing www.southanglia.org.uk Autumn issue 2012 South Anglia Annual Resident Review 2011-2012 This year we have asked residents from our Communication Connectors Panel what questions they would like to ask their Managing Director. Here is what they wanted to know………. What community improvements How has the repairs service South Anglia has invested £35,000 in the have been made over the last year? improved in the last year? TREE Furniture and bike recycling Project In 2010 we invested £1.1 million in our Our partner maintenance contractor, Anglia in Vange, Basildon. Excellent Estates Project which benefited over Maintenance Services, is now our Direct • we’re working with the National Citizen 700 residents. To keep up this good work, a Labour Organisation (or DLO) called South Service in Luton on a project for 180 16 new team was set up last year to manage and Anglia Maintenance Services. year olds from different backgrounds improve our new estate services contracts and to take part in a summer programme to anti-social behaviour (ASB) work. Customers Whilst integrating South Anglia Maintenance encourage them to be more community are involved in reviewing these services at Services we looked at the way we are minded monthly estate inspections. Last year our carrying out some of our services. One of • We’re working with Welfare Benefit new Resident Scrutiny Panel reviewed our the things we have updated is how we deal Advisors across Essex, Bedfordshire and communal cleaning and told us how we could with empty homes and how we make sure East Herts to train resident volunteers to make this better. These improvements are they meet Decent Homes Standard before provide basic welfare benefit advice. being carried out this year. re-letting. Doing this has meant we have improved our “void turn around time” by How will you be supporting How much have you invested in over five days. residents facing benefit cuts next Decent Homes in the last year? year? We reached our 100% Decent Homes target Where will money be spent next year? As well as our volunteer residents providing in 2010 and we’re determined that all our Our priorities will be Resident Involvement advice to other customers, we’ve been homes remain decent. We continue to go and Community Development. working to prepare and support all above and beyond the government Decent customers affected by the changes. Our staff Homes standard and have spent over £9 £200,000 has been allocated for community have been fully trained so they can offer the million on making sure our homes remain up based projects and initiatives such as our best advice and guidance on money matters, to these standards. Residents’ Away Day and the Community benefit changes and debt management to Spirit Awards. We will also be targeting residents that need it. activity where the need is greatest. Some of the projects we will support are:- Picture top left: Tracy White, Managing • increasing access to learning Director of South Anglia Housing Association. opportunities and Health and Wellbeing; 2 www.southanglia.org.uk Home Matters – Autumn issue 2012 Have we done what we promised? Getting you involved Last year we told you our plans for the year, here is how we performed against those plans and what we are going to be doing over the next year Highlights from 2011-12. We have: Plans for the next year in 2012-13. We will: • set up a new Resident Scrutiny Panel to involve you in how • review our involvement activities at the Annual Involved Residents we run our services. The Panel has put together a list of other Conference to make sure we’re meeting customers’ needs services to review and they are currently working on our • improve how we feedback consultation and survey results i.e. include Under Occupation Scheme them on email straplines, put them on Facebook and our website, in • the Panel has completed its first review on communal Home Matters and other newsletters, notice boards and receptions cleaning services. We are actioning these suggestions. • carry out more work with hard to reach community groups • produce a Customer Commitments publication so all residents can provide feedback on our performance • set up a resident readers’ panel to feedback on policies as part of policy reviews. Looking after your homes Highlights from 2011-12. We have: Plans for the next year in 2012-13. We will: • increased the number of renewable heating systems installed • re-shape how we deliver repairs into a regional team and set up new meaning reduced utility bills for our customers responsive and planned works contracts to get a better service • developed 18 new homes in Plaw Hatch Close and 12 homes • improve homes with low energy efficiency ratings to bring all in Firlands, Much Hadham properties up to a rating of 65 or above • improved our lettings procedure and asked customers if • make customers aware of the changes to benefits, provide help and their rent statements are clear enough and introduced a new support as needed and offer details of other useful organisations project to look at tenancy fraud • draft an Income Management Strategy setting out our aims and • finalised a “Moving In Guide” with the help of the objectives, service standards and clear guidelines on how rent and Neighbourhood Quality Action Group. This is now given to all service charges are set new customers • review the Estate Champion Role and develop it further to help with • launched a transfer incentive scheme which is being issues like dealing with illegally parked cars, offensive graffiti and reviewed by our Resident Scrutiny Panel to ensure it is as develop a Neighbourhood Strategy. effective as possible. Building communities Highlights from 2011-12. We have: Plans for the next year in 2012-13. We will: • added new website pages with details of services provided by our • look at additional storage options in blocks of flats for environment team. There is also an online form for customers to report below buggies and bikes standard service. A similar page has been developed for our ASB team • find out what people think about ASB and put • carried out an annual survey on estate services with all customers who pay a together an action plan service charge. We will be making improvements • arrange ASB training day for front line staff. • established a new ASB team. Offering value for money Highlights from 2011-12. We have: Plans for the next year in 2012-13. We will: • formed a plan with residents for improving value for money. • the new government standard for Value for Money (VFM) requires us Residents will be involved with the impact and progress of the to produce a self assessment document to show what we’ve done to plan meet the standard. This has recently been produced for the work we • continued to ask our customers what their priorities are and did last year and will be published to customers shortly used this to shape our service • the Self Assessment will continue to be reviewed by our Board • projects have been assessed for the value they will add to our every year services, for example the Quality Action Groups work with each • a new Board VFM Champion has been appointed who will oversee department to review their service improvement plans for the the VFM work being done year and help us make improvements such as considering the • all managers will be required to achieve VFM through service cost of services. improvements • VFM training for staff, Board Members and customers will be offered. Call South Anglia on 0800 694 0159 or 0845 600 1543 www.southanglia.org.uk Home Matters – Autumn issue 2012 3 How well did we perform? Getting you involved Looking after your homes Satisfaction with views taken into account Percentage of urgent repairs completed within target time 2010-11 2011-12 2010-11 2011-12 73.2% 78.5% 97.5% 98.9% Satisfaction with landlord services Percentage of routine repairs completed within target time 2010-11 2011-12 2010-11 2011-12 81.4% 84.1% 99.9% 99.2% Complaints resolved at first stage Satisfaction with last repair 2010-11 2011-12 2010-11 2011-12 93.1% 90.6% 92.9% 93.9% Giving customers more ways to get involved and tell us what With big changes last year to our repairs and maintenance they think has helped us make improvements to services. service, plans we made to review appointment slots and Customers are happier that their views are being taken into more training to improve customer satisfaction weren’t account with satisfaction for this increasing by 5.3%. Residents possible. With new contracts being set up we should be able satisfied with our services has also increased by 2.7% to do both of these projects next year. Our complaints performance has dipped slightly this year by 2.5%. We’ll be working hard this year to improve this by For the third year in a row, all appointment categories for reviewing the current process. repairs (emergency, urgent, and routine) were within target. This was despite the many changes to the service. Residents are 1.3% more satisfied with the way we dealt with their last repair. Combined with a performance improvement of 3.6% in 10/11 means this KPI has improved by nearly 5% South Anglia over the past two years. Offering value for money Average re-let turnaround times (days) Rent collected as a % of rent due 2010-11 2011-12 2010-11 2011-12 24.4 days 19.2 days 100.6% 99.8% Percentage of dwellings that are vacant and available to let Current resident arrears as % of rent due 2010-11 2011-12 2010-11 2011-12 0.6% 0.4% 3% 3% Percentage of dwellings that are vacant but unavailable to let The ASB Team has continued to work with the Police and PCSOs 2010-11 2011-12 on our estates to support victims of ASB. This is supported 0% 0% by joint working with our Community Development Team on projects such as play schemes for children during the summer Our target for re-letting has improved by 5.2 days. Combined holidays. with the 8.6 day improvement seen the year before means we Other 6.2p have knocked 13.8 days off how long it takes to re-let homes - Decent Homes and large the shortest time for six years. Estate Services 6.9p maintenance works 44.4p Our Circle Income Strategy is ongoing and it’s hoped that we’ll Sheltered Housing 7.3p be able to finalise a local South Anglia Strategy this year. We recognise that because of benefit changes debt advice and support will now form a crucial part of the strategy. Lettings 1.0p Tenancy management 3.2p Anti-social behaviour 2.7p In September 2012, our Board made its first self-assessment Resident against the Homes and Communities Agency’s new ‘Value for Involvement 4.3p Money Standard’. This self-assessment covered our activities, services and approach to Value for Money in the period up to 31st March 2012 – including examples of our achievements. Rent arrears & collection 3.3p This will be published on our website and subject to further resident scrutiny in the latter part of 2012-13. Responsive & void works 20.6p Call South Anglia on 0800 694 0159 or 0845 600 1543 4 www.southanglia.org.uk Home Matters – Autumn issue 2012 Hundreds flock to wildlife park In August over 500 residents enjoyed the exotic surroundings of Paradise Wildlife Park in Broxbourne as part of our annual away day. A s well as meeting some of the 400 different animals at the park, residents enjoyed on the current services South Anglia provides. Given the upcoming changes a BBQ, games, healthy eating to the welfare system, the activities and a raffle. theme of this year’s away day The away day not only was money matters. Members brought the community of our team were on hand together, but also gave with advice alongside other South Anglia resident Kerry Fitzgerald, from Harlow, said: our residents an opportunity local organisations such “I enjoyed the whole experience, both the park to find out more about as Herts and Essex Savers and finding out more about South Anglia the services we offer. credit unions, Hertfordshire and other agencies.” Managing Director Tracy Councils’ Money Advice Unit Caroline Kaldani, Assistant Director at South Anglia said: White went along to talk to and Citizens Advice Bureau. residents about their views “We’re delighted to have hosted another successful residents’ away day and that so many people had a good time. Most importantly though, we were able to make residents more aware of the help they can access around welfare reform and money management.” Time for a change? Improving our repairs and maintenance service • nterviewing bidders I We received 50 responses A s part of our work to deliver an even better repairs and maintenance during the competitive dialogue process from the 30,300 customers we contacted, with 52% of these coming from Mole service to you, we have • ommenting on C Valley customers and 20% been selecting new proposals about how from Merton Priory Homes’ contrac tors. We are customers access our customers. You can read a committed to putting business, and how summary of the feedback custom ers at the heart of everything we do and involved you throughout have we create sustainable communities from 18 bidders we received, along with our responses to key themes, on M aybe news of the welfare reform changes has got you thinking it might be time to downsize; maybe your garden is proving too much to cope with or perhaps you fancy our website. the procurement process so living closer to your family. Whatever your reasons for wishing • orking with Circle staff W We are now in the process that we can hear your views to move it’s easier than ever to find a new home which better to judge the final bid of finalising our contractual and take them into account. suits your needs. proposals arrangements with our As well as a consult ation In May this year we five Service Providers – our We know moving is a big step, that’s why we work hard to exercise involving over 400 in-house Direct Labour make it as smooth and pain free as possible. Once you’ve announced our preferred customers, across our nine Organisation Circle DLO; taken the plunge and decided to move contact us and we can bidders for our repairs and housing associations, as well Apollo Property Services; talk you through the process step by step. maintenance services and as Circle Living and Circle Kier Services; Morrison wrote to all our customers Circle’s House Exchange programme Support, 18 customers were Facilities and United House. who pay us a variable www.houseexchange.org.uk has mutual exchange homes also involved in: We will update you again service charge asking if they across the country and is an ideal way to find a home of a • Designing th e bid brief wished to comment on the once we have our new more suitable size or location, so why not log in today and see ferred bidders and ask systems, processes and if your new home is just round the corner! • aking part in the Bidders pre T any questions about them. procedures in place. Day held in August 2011 www.houseexchange.org.uk Call South Anglia on 0800 694 0159 or 0845 600 1543 www.southanglia.org.uk Home Matters – Autumn issue 2012 5 We need you! Leaseholders and Shared Owners L istening to our residents’ views is key to shaping our business, and we would like is then analysed so we can make improvements to the service. All complimentary to get more residents than ever involved! feedback is also fed back to the relevant staff members. Circle Living hances Two ways you can get Our mystery shoppers are Enhancing Life C rewarded with Love2Shop involved are through our vouchers for fully Mystery Shopping scheme completed forms. and our Quality Action Groups. Our fully trained Our Quality Action Groups There are currently 4 Quality Circle Living Performance Mystery Shoppers assess meet about every two Action Groups: Quarter 1 – 1st April to 30th June 2012 the service we provide in months to discuss policies, a variety of ways and feed procedures and other issues • Neighbourhood, Income & back how we did. They are related to one or more Antisocial Behaviour % Complaints resolved before reaching Stage 3 – asked to make phone calls, departments of South Anglia. • Property & Maintenance Target 100%, Tolerance 95%, Actual 100% write e-mails/letters, visit They provide an opportunity offices or use our website to discuss issues affecting all • Access & Customer Care (Customer Services) J During Quarter 1 the Circle Living Teamto reach resolved all complaints before needing successfully then complete forms on their residents and hopefully put Stage 3 of the internal complaints procedure. experience. All the feedback them right. • Resident Involvement % Customers Profiled – Target 95%, Actual 96.9% If you would like to get involved in any of our activities or would like more information on how you could help us, contact the resident involvement team by e-mail at email@example.com or call customer services on 0800 694 0159. J To our customers the Circle Living meet the needs of ensure the services we provide Team have undertaken a large scale data collection exercise of resident Equality and Diversity data, allowing us POOR to understand the profile of our customers. At the POOR end of last year we held 39.8% of our residents Equality and Diversity data, compared to the 96.9% that we now have on record. % Customers satisfied that their views are being taken in to account – Target 60%, Tolerance 55%, GOOD Actual 49.4% L Circle Living offers aGettingof opportunities as you to get involved. variety involved can be for simple as completing a short survey. It can also be something more involved, like the Circle Living Service Make sure you don’t Improvement Panel. Getting involved means getting your voice heard. Changes to our services are driven by resident views, complaints and suggestions. To find out get charged! more about what is available to you please contact the Customer Liaison Team on the details below: GOOD T: 01603 595125 Often when people E: firstname.lastname@example.org move out of our homes, they don’t realise that they may have to pay rechargeable repairs. Follow Circle Living on Facebook! facebook.com/circleliving.circleanglia or search ‘Circle Living’ T hese are repairs that have been caused by damage or neglect to fixtures, your neighbourhood officer will tell you how the property must be left. If you do Replacement of: Internal door = • eglect – e.g. clear N blocked sink, drain, bath or toilet POOR £110 – £180 fittings or the structure of not leave the property in Internal door handle = M • isuse – e.g. repair the property internally and this condition then any £15 – £50 damage to walls externally by you, a member damage or clearance will of your household or any be charged to you. The most likely reasons for A • buse – e.g. customers visitor to your home. Repairs there being a recharge to who contact the repairs Some examples of these of this kind will be charged you for repairs are: service claiming they charges are: GOOD back to you. We will always fall into the vulnerable D • amage – e.g. replace try to advise you beforehand Removal of: tenants’ repairs policy smashed door, DIY which of the likely costs involved in Fridge = £50 – £100 category, which is found has damaged the fabric/ carrying out the repair. Shed = £100 – £250 to be untrue when the structure of the property repair is done When you leave your home Settee = £75 – £250 Call South Anglia on 0800 694 0159 or 0845 600 1543 6 www.southanglia.org.uk Home Matters – Autumn issue 2012 Your Money Matters – Christmas Spending Christmas can be an expensive time of the year but with the festive season just round the corner don’t despair; there are lots of ways to be money smart this year. B eing careful with your money doesn’t mean you have to become a spending is less of a hazard. Shopping well in advance also means you spending to a particular amount – say, £15. You may be surprised at the fun one supplier you will be able to save on postage costs. a loan. Make sure you choose whichever method of borrowing is going to In an ideal world we would Christmas Scrooge, it is can grab bargains, special you can have and what you be best for you and most all have saved up enough still possible to create offers and BOGOFs (Buy can get when you’ve got to importantly, make sure throughout the year to be a fabulous festive time One Get One Free) when stick to a limit. you are able to afford the able to splurge at Christmas, and make everyone feel they appear. repayments! • Set time aside to surf. but for lots of people this just special without breaking isn’t the case. If saving hasn’t The repayments will • Be hard on yourself. No don’t worry we don’t the bank. Try following been your strong point this vary depending on what Set a budget and stick mean getting your surf some of these simple year and you find that you do form of lending you to it. No matter how board out this winter, but tips to save money at need to borrow money over have chosen. To help you appealing the new ‘must rather surf the internet Christmas. the festive season, there are decide which may be have’ gadget is, if it’s not for online stores that will ways to be money smart with the best for you we have • Plan your Christmas in the budget – just say deliver. This will not only this too. provided an example of meals ahead. By NO. Instead of buying save you money on bus typical lending rates and creating menus and something way above your fares but also shopping Borrowing can be anything terms below: shopping lists, impulse budget, agree with your online helps limit impulse from using store cards, using shopping and excess loved ones to limit your buying, and if you buy from your overdraft or taking out £700 Mr and Mrs Foster want to buy a laptop for their children costing £200. They don’t have the money in their bank account and so need to borrow the money. Below is what they may end up paying back. £500 £300 Credit Union Storecard Credit stores: Brighthouse Pay Day lender: Wonga The Provident: Loan shark e.g. Argos Doorstep lender £229.11 £233.85 £236.08 for 52 weeks £286.57 for a 30 day £364 for 52 weeks Could be as much as (at 29.9% APR) loan* (see note below) £700 or more As you can see from the above borrowing from a loan shark will cost you far more in the long run. These are illegal lenders and if you are unable to make a payment to them you might find yourself with nowhere to turn, loan sharks may use threats or violence to force people into repaying, and the amount may be unlimited. *NB: If you default on your 30 day loan, you will receive a fixed £20 charge plus accumulated interest, meaning your loan will continue to grow and grow. For tips on managing your finances, request our FREE money advice DVD by emailing email@example.com Reducing your energy bills will save you pounds As winter approaches make sure you are getting the best energy deals to save your pennies. W ith fuel prices likely to increase even further now is the time to check whether you are getting the best possible prices, and to lock down the fixed rate deals. In order to make sure our residents are getting the best deals possible we recommend you try this energy switching service by using the following website: www.energylinx.co.uk/energy/nhf/ This site is quick and easy to use and could save you £££s off your energy bill. Call South Anglia on 0800 694 0159 or 0845 600 1543 www.southanglia.org.uk Home Matters – Autumn issue 2012 7 Heating Switch On E very year at the first sign of a cold snap we receive a huge jump in the number of impact of spells of severe weather calls coming in to customer and most services requesting visits importantly from our gas contractors. keeps you As residents ‘switch on’ warm when many residents experience you most need it! problems because the To test your heating turn your systems have been left turned boiler onto ‘hot water and off for a long time heating’ and run it for at least By testing your heating 1-2 hours, making sure turn now, you can make sure it your thermostat up so that is working correctly, and if the heating switches on. it’s not, you can let us know Check the hot water taps are before the cold weather running and radiators are really sets in. This helps our [ ] warm at both the top and contractors to balance the bottom. workload, helps lessen the Housing Benefit – If you do encounter any problems give our Customer Services Team a call on 0845 600 1543 or 01279 714 714 to arrange a repair. Households with oil and electric heating systems should check their systems as well, just Will you be affected by the changes? to make sure everything is ok. Next April some people will have their housing benefit cut if they have ‘spare’ bedrooms in their home. This is being Crime and Nuisance called the ‘bedroom tax’. focus on... Disability Hate Crime Who will not be Who will be affected by t • wo children under ten affected by these cuts? If one of the following these cuts? If you are deemed to have years old regardless of their sex T here were 1,942 recorded incidents of Disability Hate crime in England and Wales in 2011, up 25% on 2010 and the highest since this data was first recorded applies to you, you will not ‘spare’ bedrooms in your a • carer (who doesn’t in April 2010. be affected and your housing house and ‘under-occupying’, usually live with you) if 169 crimes were reported in Hertfordshire, more than benefit will not be cut as part your housing benefit will be you or your partner need in any other police force area, and marked a seven-fold of these changes: cut after 1 April 2013. The overnight care increase on the previous year, when 24 disability hate new rules mean that one The amount you will have cut e • ither you or your partner crimes were reported. Essex recorded 28 offences in 2011 bedroom (regardless of size) from your housing benefit are over the pension credit and Bedfordshire 13. is allowed for each of the will be 14% if you have one age of 61 and six months following: We treat all Hate Crime seriously and work in partnership on 1st April spare bedroom and 25% if with police and other agencies to try to resolve it. • ach adult couple e you have two or more spare y • ou’re in a home with only bedrooms. These rates are If you feel that you are a victim of Hate Crime because one bedroom a • ny additional person based on your total rent and of your disability or wish to report anti-social behaviour living with you over the y • ou’re are not ‘under- the deduction will be applied please contact us on 0845 6001543 or contact your age of 16 occupying’ your home (see whether you receive full Neighbourhood Officer. below) t • wo children of the same or part housing benefit at sex under 16 present. Here’s an example of a family that will face cuts as part of the ‘bedroom tax’: The Wilson family Mr and Mrs Wilson have three children, Marie 19, Martin 13 and John 9. Marie has recently moved out to share a flat with her boyfriend. They live in a three bedroom house and claim £130.00 a week Housing Benefit. Under the new rules, they will lose £18.20 a week or £946.40 a year in Housing Benefit because they now have a bedroom ‘spare’. Martin and John will be expected to share because they are under 16. Mr and Mrs Wilson will have to find the £18.20 a week out of their other income or benefits, to cover the weekly rent. If you want to check what the changes mean for your household, or get advice about what options are available to you, please call us on 0800 694 0159. Call South Anglia on 0800 694 0159 or 0845 600 1543 8 www.southanglia.org.uk Home Matters – Autumn issue 2012 Olympic torch held high by Tenant big-hearted South Anglia resident Incentive Our inspirational resident Stacey Johnson was cheered through the streets of S tacey, from Much Hadham, was nominated to carry the torch by South Awards Haverhill as she carried the Anglia Housing in recognition Some of you may be Olympic torch through the of her tireless charity work. town on Saturday. Despite suffering from an aware that we run a inoperable brain tumour, quarterly cash prize Stacey set up her own charity Kisses4kids which raises draw for residents who pay their rent in money for treats, presents and I still can’t believe advance in line with their tenancy agreement. and family days out for I did it. It was awesome This prize draw also applies to those residents seriously ill children. – thank you to Ami and on housing benefit who bring their account Kisses4Kids has also South Anglia.” contributed to a games and into advance, each winner receives a cash prize Ami Spring, equality and DVD room and garden area diversity officer at South of £125 for their efforts. at Dolphin Ward, in Harlow’s Anglia Housing, who Princess Alexandra Hospital, Our lucky winners for the their rent by direct debit will nominated Stacey, said: which provides acute care July were: all be entered into an annual “It was fantastic to see services to children. prize draw for a chance to Stacey carrying the torch. • Mrs Peddar from High win £250. There will be a After carrying the torch, She is a real inspiration Wych total of 20 winners selected Stacey said: “It was an to us all and the torch • Mr and Mrs Webb from at random. amazing day and one I will relay is a great way to Luton remember forever. It was a celebrate the incredible If you would like a chance once in a lifetime experience work she does.” We are now offering a new to be included and would incentive for customers like to set up a Direct Debit who pay their rent by Direct please call the Income Team Debit. All customers who pay on 01279 714799. Luton Summer School a scorching success! This summer saw us supporting a hugely successful summer school project in Luton, jointly organised by Mitalee Youth Association (a youth charity) and Diverse FM (Community media & training Project). I t was supported by a range of other agencies including The Army, wider community. Typically ASB and crime rates rise during the summer holiday the best in terms of proving a wide range of educational and recreational activities, Bedfordshire Police, Fire & but Bedfordshire Police including many new activities Rescue Service, National confirmed a huge drop in such as horse riding.” Career Service and Luton ASB reporting in August, In addition to this project Borough Council. during the period of the we have two new projects summer school. Young people were able running! A 5 A-Side football to participate and benefit Mehbub Koyes, coordinator league for young people aged from over 50 activities of the Summer school said 9-11 years, at Marlow Ave in including accredited “Mitalee Summer School is Luton started on Saturday training programmes and unique because it is entirely 8th September. It takes place educational workshops run by young people for every Saturday between such as mentoring, first aid, young people. We were able 11am to 12.00 noon. All child protection, health and to successfully recruit nearly equipment including training safety in the workplace, 80 young volunteers and bibs are provided. radio broadcasting provided them with relevant From early October a mobile & presenting, bicycle training so that they can run located on Addington Way/ Information, Advice & Youth Bus equipped with proficiency, food & hygiene the project and work with Angel Close every Thursday Guidance (IAG) worker, computers, radio broadcast, and many more. their peers more effectively. afternoon. The bus will also ready to offer advice, music production, DJ- This summer school has had He also added “This year’s ing and other indoor and have a qualified and trained information on any related a massive impact on the summer school was one of outdoor equipment will be Youth and Community and matters. For further info please contact Ashuk Ahmed on 015820 808562 or Mobile 07771831091 If you require this publication in large print, audio, Braille or an alternative format, or you need this document translated into a different language, please call 0845 600 1543 or 0800 694 0159 and we will do our best to help.
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