paradigm people winter 2013

2 WINTER 2013 Paradigm PeoPle CusTomER sERvICEs 0300 303 1010

Hello everyoneContents4

Hello and welcome to the latest edition of Paradigm People.

Since the last edition we have been busy

building new homes in Hounslow, organised a fantastic home safety day at Park Place in Amersham, met one resident who overcame their hoarding issues and welcomed several new residents to our Committees.

In this issue we are looking at what has changed since we were involved in the first large-scale stock transfer of homes from Chiltern District Council in 1988. We will also update you on the latest Welfare Reform changes and a new Tenant Home Purchase Scheme.

The team and trustees working on the Paradigm Foundation have also been busy dealing with lots and lots of applications. We will tell you about just a few on page seven.

As ever if you have any stories then let me know. Many thanks,

Richard HallPublic Relations ExecutiveTel: 01628 811844Email: [email protected]

2 Christmas opening hours

3 It’s our birthday

4 New homes in the South East

5 Your stories

6 Home Safety Day in Amersham

7 The latest grants from the

Paradigm Foundation

8 Your welfare reform winter update and

Direct Debit advice

10 Stories from Lea Bridge and the

Foyer

11 Meet our new Commercial

Committee member and a new home purchase scheme is launched

12 Some changes you have asked for

13 Keeping you warm this winter

14 Discussing the role of a Housing

Officer

16 Information on how to contact us

and our customer service opening hours

Thefeatures,articlesandcontentofthemagazinearebelievedtobecorrectatthetimeofgoingtopress.Somedetailscouldbesubjecttochangeandnoresponsibilitycanbeacceptedforinaccuracies.

Theviewsexpressedbycon-tributorstoParadigm People donotnecessarilyreflecttheviewsofParadigmHousingGroup.Whileeveryeffortismadetoensuretheaccuracyandfairnessofviewsexpressed,Paradigmcannotbeheldresponsible.

Althoughwetaketheutmostcaretoensurethat

companiesorsuppliersofservicesmentionedarereputable,ParadigmHousingGroupcannotguaranteethattheywillfulfiltheirobligationsunderallcircumstances.

ProducedanddesignedbyQuercusEight,Unit8b,HuguenotPlace,17aHenleageSt,LondonE15LNTel:02076550370,[email protected]

The paper Paradigm People is printed on comes from sustainable forests and is certified by the Forest Stewardship Council.

6 13Christmas 2013

Customer serviCe opening hoursCall 0300 303 1010 or visit our website

★ monday 23 Decembernormal opening

★ tuesday 24 December Christmas eve

9am – 4pm

★ wednesday 25 December

Christmas Day closed

★ thursday 26 December

boxing Day closed

★ Friday 27 December 9am – 4pm★ monday 30 December 9am – 4pm★ tuesday 31 December 9am – 4pm★ wednesday 1 January new Year’s Day closed

★ thursday 2 January normal opening

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Paradigm PeoPle WINTER 2013 3WEbsITE Paradigmhousing.co.uk

it’s our birthday! It’samazingtothinkthataccordingtoourrecordsjustunderhalfofourresidentsweren’tevenbornwhenParadigm,orChilternHundredsHousingAssociation

aswewereknownthen,wasformedasaresultofthefirstlarge-scalestocktransferofhomesfromChilterndistrictCouncil.

itwasindecember1988,whentheownershipandmanagementofmorethan4,500propertiestransferredtoChilternHundreds,somethingwhichcausedquiteastirinthemediaandeveninuniversitylecturehallsasithadneverbeendonebefore.

ThedecisiontotransferthepropertiestoChilternHundredswasbackedby82percentofourresidentsatthetime,pavingthewayforanewgenerationofhousingassociationslikeourselves.

backthenthe67membersofstaffwhoworkedintheneworganisationsharedjusttwocomputersinasmallcornerofChilterndistrictCouncil’sofficesinAmersham.

Aswellasanewnamethatwasintroducedin1999,alothaschangedoverthelast25years,

nomoresothanthenumberofcomputersour400staffhaveaccesstoinourfiveofficesacrossbuckinghamshire,HertfordshireandEastLondon.

bythetimeourlastAnnualReporttoResidentshadbeenpublishedearlierthisyear,wehadbuiltjustunder7,000newpropertiessince1988.

TheyrangefromnewpropertiesrightacrosstheroadfromwhereitallstartedinAmershamaswellasbanbury,miltonkeynesandinseveral

Londonboroughstonamejustafew.

some Fast Facts....●Weownedandmanaged4,650

in1988and12,844in2013● in1990,180centralheating

systemswereinstalledasopposedtothe600newboilerswefittedlastyear●25yearsagotherewasasurplusof£1,161,000,butin2013thatwas£11,468,000beforetax.Thisiswhatwere-investbackintothebusiness

●WeweregoingtocallourselvesPartnership

in1999.itwasn’tuntilverylateinthedaythatwelearnt

thatthenamehadalreadybeentaken,sowechosetocall

ourselvesParadigminstead.

birthday

David Easson is

our Chairman and he said: “25

years ago Paradigm was created from

the country’s first large-scale transfer of

housing from a council to a housing association.

This innovative and pioneering approach allowed

us to focus our resources on providing more homes

and the better management and maintenance of

our properties. Over that period we have grown

from managing around 4,500 homes to nearly 13,000,

providing homes to 30,000 people. Whilst we and our

customers continue to face many difficulties, we have

ensured that our financial position is good to enable

us to continue providing more homes and ever

improving management services. In addition, we

have established the Paradigm Foundation to

provide further assistance to customers

and communities in these

challenging times. ”

ANNIVERSAR

Y251988 - 2013

A historic day in 1988 when the first large-scale stock transfer took place

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4 WINTER 2013 Paradigm PeoPle

new homes

WEbsITE Paradigmhousing.co.uk

ithasbeenanotherbusycoupleofmonthsforourteamsacrosstheorganisation,handingovernew

propertiesacrosstheSouthEast.

LeavesdenResidentsatourdevelopmentinLeavesdennearWatfordwillhavetogetusedtotheirquiteunusualHollywoodneighbours.

Around40newpropertiessitonlandadjacenttotheHarryPotterStudioTourandtheWarnerbrosfilmset,wheresuchgreatfilmsasjamesbondGoldenEyeandStarWarsEpisodeOne:ThePhantommenaceweremade.

Amongthosetobemovingintotheirnewthree-bedroomhomeisAntonyNolanandhisthreechildren,whohadallbeenlivingintemporaryaccommodationforfourmonths.

Antony,whoislookingtoset-upisownbody-piercingbusinessinthearea,said:“ithasbeenaverytoughyearforusafterweweremadehomelesswhenitbecameclearthatourprivatelandlordhadbeenactingillegally.

“Afterlivingintemporaryaccommodationweare

trulyblessedtobemovingintothisfantasticnewhomeasitwillgiveusallafreshstart.”

HounslowTheLeaderanddeputyLeaderofHounslowboroughCouncilvisitedabrandnewdevelopmentattheformerdewhurstfactoryintheborough.

CouncillorCurranandCouncillorEllarjoinedourstaffonatouroftheone,twoandthree-bedroomhomedevelopment,whichisexpectedtowelcomeitsfirstresidentsverysoon.

deputyLeaderofHounslowboroughCouncil,CllrColinEllar,said:“Thesenewaffordablehomesareawelcomeboostforlocalfamilies,andarehelpingusreachourtargetof2,500newhomesacrosstheborough.”

kumarSivakumaran,managingdirectorofdevelopmentdeliveryatParadigm,said:“Thevisittothenew

homedevelopmentatinvernessRoadinHounslowletbothCllrCurranandCllrEllarseethepartnershipworkbetweenHounslowboroughCouncilandParadigmHousingGroupreallycomingtofruition.”

more new homes From paraDigm

“After living in temporAry ACCommodAtion we Are truly blessed to be

moving in to this fAntAstiC new home”

Cllr Colin Ellar visits our Hounslow development with Kumar Sivakumaran from Paradigm

Antony Nolan gets ready to move in to his brand new home

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your stories

“ijustdidn’tletanyonecrossmydoorstepandintomyhome,includingmygrandson.”

WemetoneParadigmresidentwhohasovercomeperiodsofnotleavingtheirhomeforseveralweeksatatime,hoardeditemsstackedashighasthesofaandhadakitchentheybelievedwouldhavebeenshutdownalongtimeagoifitwasarestaurant.

Alothaschangedsincethosedays,andastheresident,whowishestoremainanonymoussaid:“itwasjustlikeabubbleburstingbutinowhaveanopenhouse.

“itwasanopensecretthatiwasahoarder.ihadaproblembuttheemphasisnowreallyshouldbeonthefactthatihadaproblem.

“Tenyearsagomymotherdied.iwasduetovisitherontheTuesdaybutshediedonthepreviousevening.Thiswasthetriggerformyhoarding,becauseforsolongihadbeenablemanageanyclutterthatihadaroundthehouse.Aftershediediessentiallyjustgaveup.

“Quitesimplyiturnedintoarecluseandwouldn’tletanyonecrossmydoorstep,evenmyowngrandsonhasn’tbeeninmyhomefornineyears.icouldjustaboutseethetelevisionthroughthepilesthatihadaccumulated.mykitchenwascertainlynotfitforfoodpreparationandwouldhavebeenshutdownitwasarestaurant.”Thiswentonformorethanadecade.

ThetidestartedtoturnforourresidentwhentheyattendedoneoftheVulnerableimportantPeopledaysweorganisedearlierthisyear.Theyweretoldaboutthesupportnetworksthatwereavailabletothemaswellastheoptionsforamutualexchange.

Thisallowedthemtodownsizefromatwo-bedroomhometoaone-bedroombungalow.

“ireallywasdelightedtohearabouttheoptiontodoamutualexchange.Asiwaslivingaloneinatwo-bedroomhometheamountofmoneythatiwasentitledtofromhousingbenefithaddroppedsoitwasstartingtocripplemefinancially.

“Althoughitwasanincrediblyintenseperiodmoving,itwasthankstomyfriendsandfamilythatirealisedhowimportantitwasformetoberuthlesswhenpacking.After

30tripstothelocalrecyclingcentretocleareverything,mynewhomehasafractionofwhatwasinmyoldhouse,maybeevenjustfivepercent.

“Tobehonest,itfeelslikeiamlivingacompletelynewlifestyle.icannowseemygrandchildrenandinvitefriendsinfortea.duringthehalf-termholidaysmygrandchildrenstayedoverforthefirsttime.”

OurresidentsightedtheneedforsupportnetworksfrombothParadigmandotheragenciesasakeytoherchangeinlifestyle.Theyadded:“Youdefinitelyneedoutsidehelp,butitdoesn’talwayshavetobeprofessionalhelpthough.Havingmyfamilyandfriendsaroundmewasalsoagreathelp.”

Severalmonthsonsincethemove,andourresidentbelievesthatchangecancomeaboutforanyonewhoishoarding.Theysaid:“Youhavetobitethebullet,takeresponsibilityandtargetoneareaatatime.itisbesttostartsmallanddoaround10or15minutesatatime.it’sagoodideatohavetidyupsessions.”

Our resident’s home before they sought support from Paradigm

AdviCe And support To seek support, speak to a member of staff from

Paradigm or make contact with any of the following services:

b Bucks Floating Support offer support and advice for people in a wide range of situations. For more information call 01296 484322

b Herts Mind Network is a mental health organisation providing a diverse range of services across Hertfordshire. For more information call 08444 772212

b Turning Point was created to help people find a new direction in life. They can help you tackle substance misuse, mental health issues, a learning disability, or employment difficulties. For more information call 0207 4817600.

‘Quitesimplyiturnedintoarecluseand

wouldn’tletanyonecrossmy

doorstep,evenmyowngrand-

sonhasn’tbeeninmyhomefor

nineyears’

iwasahoarder

Paradigm PeoPle WINTER 2013 5 CusTomER sERvICEs 0300 303 1010


home safety

home safety day in amershama

group of rather ghoulishly dressed children joined Buckinghamshire Fire and Rescue Service, Paradigm

and Thames Valley Police for a Home Safety Day in Amersham.

The aim of the event was to raise awareness among the children and their families about the need to stay safe at Halloween, on Bonfire Night and generally in the home.

Last year, 150 of the 287 accidental house fires in Buckinghamshire started in the kitchen, so crews from Buckinghamshire Fire and Rescue Service were on hand to give our residents safety advice to help reduce the risk of fire in the home.

As well as a free Home Fire Risk check from the Fire Service, teams from Thames Valley Police highlighted the need to stay safe during half-term and as the dark nights set in.

The team from Buckinghamshire Fire and Rescue Service, said: “We are involved in many aspects of community safety, though fire safety is still our special interest.”

Barbara Coughtrey, Housing Officer at Paradigm, said: “It is important that all of our residents take note of the advice available from the Fire Service and Police to ensure their own safety as well as their neighbours in case of a fire.”

QuiCk tips to prevent Fire• never smoke in a chair or in bed if you think you may doze off • do not leave a lit cigarette, pipe or candle unattended • use deep ashtrays so that cigarettes cannot roll out and don’t throw

hot ash into a waste paper basket • keep matches and lighters well out of the reach of children • sit at least three feet away from heaters • never put a heater near clothes or furnishings • don’t overload electrical sockets• storing items under stairs and communal areas can potentially

promote a fire, or cause a trip hazard to people trying to leave the building in a hurry.

Chatting with residents about staying safe.

The consequences of a fire were on show

A group of children from Park Place learn about fire safety

New Housing Officer Sherrie meets some scary looking residents

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Paradigm PeoPle WINTER 2013 7

Youth Club dance busting movesAmongthefirstgroupstohavebenefitedfromtheFoundation,istheChalfontStGilesYouthClubwhohaverecievedagrantworth£15,000.

TheYouthClub,whichwasfoundedin1947,willusethemoneytobuildanewsportsanddancestudiofortheaward-winningdanceclassesthatattractyoungstersfromasfarafieldasHighWycombeandNorthLondon.

Overthelastfewyears,thepopularityofthedance-classeshasgrownandtheyregularlyperformacrossbuckinghamshireforthelocalFreemasons,ChilterndistrictCouncilandatTescoinGerrardsCross,wheretheychoreographedaflash-mob.

YoungstersattheYouthClub,whichisattendedbyover100threeto24-year-oldsaweek,currentlyhavetousewindowstoseetheirreflectionwhentheyarerehearsingtheirdances.

dancershavealreadyraised£47,800towardsthenewsportsanddancestudio.itwillfeaturemirrorsandallthefacilitiesthemodern-streetdancerneeds.

VolunteerLeaderattheChalfontStGilesYouthClub,Suizanjefferson,said:“Thisgrantof£15,000fromtheParadigmFoundationwillhelpustaketheclassestothenextlevelandallowustoproduceevenmorequalitydanceperformances.”

mikeGahagan,ChairoftheParadigmFoundation,said:“itisfantastictoseehowyoungpeopleinthecommunityhavebeencomingtogetherforthelast65yearsandihopethatthroughthisgrantfromtheParadigmFoundation,thesportsanddancestudiocanwelcomemembersforanother65years.”

Chesham gets its skates onApopularskateparkissettoreturnthankstoa£10,000grantfromtheFoundation.

ThegrantwillbeusedtopartlyfundtheskateparkatLowndesPark.itisanticipatedthattheparkwillbeopenedlaterthismonth.

Chiltern Citizens Advice Bureau ResidentslivingintheChilternswillbeabletogetadditionalmoneyadviceandcaseworksupportfollowinga£12,500grantfromtheFoundation.

Staffwhovolunteeratthebureauurgeyoutocomeandseethemsoonerratherthanlaterifyouarehavinganysortofissuesfinancially.

For more information about the Paradigm Foundation visit www.paradigmfoundation.org.uk or call 01628 811835

paraDigm FounDation supports the CommunitY

new faces at paradigmwe like to introduce you to some of the new faces at paradigm – here are three of them.

Apprentices19-year-oldJake Marshand21-year-oldChris Gordonhavesignedupasapprenticesfollowingasummerlongrecruitmentdrive.

Chriswhohadspenttimeinanestateagentsandraisingfundsfortheairambulance,willbeagasapprentice,whilejake,whohadpreviouslyworkedasacasuallabourerwillworkasanelectricalapprentice.

TheaimistogivejakeandChristhechancetodevelopintofully-qualifiedmaintenancetechnicians.

WewillbeworkingwithAmershamandWycombeCollegetodelivertheeducationalcomponentoftheapprenticeships.

New Regional ManagerMichael CoejoinedtheGloryParkHousingteaminmayandisthoroughlyenjoyingworkingasapartofafriendlyandvibrantoffice.

HehasawealthofexperienceinhousingmanagementhavingworkedforAccentPeerlessHousingAssociationinSurreymanagingtheirgeneralneedshousingstock.HealsoworkedforforOrchard&Shipman,managingPrivateSectorLeasingschemes.

ithasbeenaverybusyfewmonthsforthetrusteesattheParadigmFoundationsinceitslaunchinjuly.

paradigm foundation


8 WINTER 2013 Paradigm PeoPle WEbsITE Paradigmhousing.co.uk

PERsonal IndEPEndEncE PayMEnT (PIP) PIP started to replace Disability Living Allowance (DLA) for people aged 16 to 64 from 8 April 2013.

Personal Independence Payment (PIP) helps with some of the extra costs caused by long-term ill-health or a disability if you’re aged 16 to 64.

You’ll need an assessment to work out the level of help you get. Your award will be regularly reassessed to make sure you’re getting the right support.

If you alREady gET dIsabIlITy lIvIng allowancEThe change from DLA to PIP only affects you if you’re aged between 16 and 64. The Department of Work and Pensions (DWP) will contact you when your Disability Living Allowance claim is due to be replaced by a PIP claim.

How To claIM PIP?Call DWP on 0800 917 2222

unIvERsal cREdIT Universal Credit is a single benefit that will replace:● Job Seekers Allowance● Income Support● Employment and Support Allowance● Child Tax Credits● Working Tax Credits● Housing Benefit

wHo wIll gET unIvERsal cREdIT? The government has stated that anyone who is entitled to these benefits will be

transferred over to Universal Credit by 2017.

wHEn wIll unIvERsal cREdIT sTaRTUniversal Credit was introduced on 29 April 2013 in selected areas of Greater Manchester and Cheshire.

At this time, your eligibility to claim Universal Credit depends

on where you live and your personal circumstances.

benefits are changing

are you ready?

welfare reform

gET a bank

accounTuniversal credit will be paid

into your bank account or Post office account.

gET onlInEyou will need to claim and manage your claim on-line.call 0800 771 234 to find a

place nearby that can help you improve your online skills.

gET REady foR

unIvERsal cREdITHousing benefit will become part of universal credit and rather than being paid direct to the landlord, it will be paid directly to the claimant. This means the sole responsibility

of rent payments falls on the claimant, so money

management will become more important than ever. bE

MonEy-wIsEuniversal credit will

be paid directly to you. There are lots of courses

where you can top upyour budgetng skills

and learn great money-saving tips.

gET REady foR THE bEdRooM Tax If youR cIRcuMsTancEs cHangE?you might be alright now, but what happens when your circumstances change? If someone moves out, will you be underoccupying? start thinking now and prepare for any changes by considering a mutual exchange or use your local choice based lettings scheme. Please contact your Housing officer for further assistance.

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It seems like such common sense, doesn’t it? Your rent is due. You make sure you sort out payment before that due date. Sometimes

it’snotsoeasy.Youforgetaboutit.Youmissapaymentbecausemoneyistight.

Yougointorentarrears.Thearreargrows.ifyoudon’tpayitquickly,wewritetoyoutoarrangeforthedebttobepaid.ifyoustilldon’tpaywewilltakelegalaction.Youcouldenduplosingyourhome.

Thereareafewthingsyoucandothatwillhelpyourfinancialpicture.ithelpsinseveraldifferentways,fromknowingwhatyouhavetospendeachmonthtoavoidinggoingintodebt.Youneedtohaveastandardprocessforkeepingyourbillsup-to-date.

Here’s how it’s done?

1Thinkabouttheregularbillsthatneedpaying.Yourhomeisprobably

themostimportantitemsothinkaboutpayingyourrentbydirectdebit.Plusifyousignuptoourdirectdebitschemeyoucouldwin£100vouchers!

2Withtheotherbills,eachdaywhenyougetthepost,putallthenon-

junkmailinonepile.Leafthroughit,throwawaytheobviousrubbishandcreatea‘Todo’pile.

3Onceaweeksitdownandworkthrougheverythinginthe‘Todo’

pile.ifthere’sabillinthere,payitrightaway,overthephoneoronline.

4Thissimpleroutineshouldkeepallofthebillspaidontimeandeverything

up-to-date.Noarrears.Nolatepayments.

5Whatifyoucan’taffordtopayallthosebills?ifyoufindthatyoucan’tpayyour

rentthencontactCustomerServicesoryourHousingOfficerstraightaway.ifyou’restrugglingwithotherbillsseekindependentfinancialadvicefromsomeoneliketheCitizensAdvicebureau.

Top-Up and never be in arrearsOnewayyoucanmakesureyou’re

neverinarrearsisby‘topping-up’yourrent

account.Youcandothisbypayingalittlebitextraeverytimeyoupayyourrenttohelpyougetahead.

Youmayonlybeabletoaffordafewpoundsaweekbutitwillsoongrowand

you’llfindyourselfinamoresecureposition.Call Customer Services now to find out more. You can see your rent statement at any time by registering with myParadigm on our website.

direct debit

avoid rent arrears?how to

Paradigm PeoPle WINTER 2013 9 CusTomER sERvICEs 0300 303 1010

paY bY DireCt Debit

It’s The Quick And Easy Way To Pay

simple Payment will be collected

from your bank account. You decide the

amount and frequency.

smart Be confident you’ve paid your rent in a way that is

hassle-free. Set up your account to pay a fixed amount every time

your rent is due. saFe You will receive confirmation of the date your Direct Debit

will be set up. You will receive your statement as normal or you

can register with myParadigm on our website and check your

statement online at any time of the day.

ANY QUESTIONS? Visit our website

or call our Customer Service team on: 0300 303 1010

sign up You will enter a prize draw to win £100 high street

shopping vouchers. See our website for full terms and conditions.

paidpaid

and you could win £100 worth of vouchers £100

one hundred pounds

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“


Y oung mums in Hatfield have been learning how to massage their babies as part of a new class we launched.

TenresidentsfromtheFoyerandyoungparentsintheareahavebeenseeinghowmassagingtheirbabiescan

helpwithsleep,wind,colicandrelaxationaswellashelpingthebondbetweentheparentandthechild.

TheyoungparentslearnseveraltechniquesfromaChildren’sCentreOutreachWorker,includingboththeindianandSwedishlegmassageinthesafeenvironmentoftheSmallStepsprogramme.

TheWelwynHatfieldFoyerprovidestemporarysupportedhousingfor50singlehomelesspeopleaged16to25-years-oldwithalocalconnectiontoWelwynHatfielddistrict.WithintheFoyerwehaveourSmallStepsproject,providingspecialistsupportandaccommodationforeightsingleparentsandtheirchildren.

21-year-olddenisebrownfromHatfield,recentlymovedoutoftheFoyerandisnowontheSmallStepsout-reachprogramme.Sheattendedthemassageclasswithherfive-month-olddaughterisabella.denisesaid:“ihavebeengivingisabellalittlemassagessinceshewasborn,butthisreallyhelpedmetoknowexactlywhattodoandwhenishouldandshouldn’tbegivingmassages.”

jackieClementsfromParadigmcoordinatestheproject.Shesaid:“Thebabymassageprogrammehasprovedtobeamassivesuccessforthoseyoungmumslookingtoimprovenotonlytheconnectiontheyhavewiththeirchildren,butalsotheoverallhealthandwellbeingofthebaby.”

baby massaging class launches

“the bAby mAssAge progrAmme hAs proved

to be A mAssive suCCess”

A group of Ethiopian and Eritrean women from

Lea Bridge House in East London met to enjoy

coffee that had been prepared in a traditional

way as well as giving the ladies a chance to talk

about their shared cultural identity. The afternoon was arranged in partnership

with the Ethiopian Christian Fellowship. In total, nine ladies attended the event to

laugh and share stories from home. Sophia Hailu’Desta is an Ethiopian Tenant

Representative at Lea Bridge House, she said: “I

am really happy I can celebrate my country and

meet ladies I feel comfortable around.”Team Leader, Corinna Singam, said: “Although

the project is in its infancy, I am really pleased

with the results and the feedback so far has been

positive. We are also planning a big celebration

for the Ethiopian/Eritrean Christmas with

traditional food and drink.”

lea bridge coffee morning

news

CusTomER sERvICEs 0300 303 1010

WEbsITE Paradigmhousing.co.uk Paradigm PeoPle WINTER 2013 11

ourvoluntarysalesinitiativehasbeenrenamedfromtheTenantsRight-to-buytotheTenantsHomePurchaseScheme.

TheoldnamewastoosimilartotheGovernment’sRight-to-buyscheme(RTb)andwascausingconfusion.

ThesalesinitiativewasintroducedtogiveSecureandAssuredTenants,whodidnotmeettheeligibilitycriteriafortheGovernment’sRight-to-buyorRight-to-Acquireschemes,theopportunitytopurchasethepropertytheycurrentlyrentfromussubjecttomeetingthefollowingcriteria:●YouareaSecureorAssuredTenant.ThisincludesAssuredShorthold

Tenantswithafixedtermtenancyofatleasttwoyears(beginningonorafter01/04/12)

●youhaveheldaPublicSectorTenancyforfiveyears(itdoesn’thavetobefiveyearsinarow).TimespentinaccommodationprovidedbytheArmedServicesalsocountstowardsthequalifyingperiod

● thepropertyisyouronlyorprincipalhome●youmusthaveaclearrentaccountatthetimeofcompletingthe

purchase●youoccupyaneligibleproperty.

Wewillneedtocarryoutfurtherchecksoncewereceiveyourapplicationtomakesurethatyouandthepropertyyouliveinqualify.Oncethesecheckshavebeencarriedoutwewillwebeinapositiontoconfirmyoureligibility.Thesalesprocesswillthenstartwithavaluationbeingcarriedout.

Fromthedatewereceiveyourfullycompletedapplication,yourpropertywillbeexcludedfromanymaintenance,somerepairsandimprovements.itisessentialthat,shouldyoudecidetowithdrawyourapplication,youinformusassoonaspossibleinwriting.Yourhomewouldthenagainbeincludedinanyfuturemaintenance,repairsandimprovementsprogramme.

If you would like further information please contact a member of the Sales & Marketing team on 0845 337 4877

TENANTHOmEPURCHASESCHEmE

‘becomingaboardmemberwasnoteasy,butiamsogladthatihaveachievedthisstatusasitreallyisaconfidencebooster’

nukhet Joins CommerCial Committee

news

she arrived in the UK aged just 14-years-old and spoke no English, yet Kurdish-born Nukhet Hirli, didn’t let that stop her

getting where she wanted to be in life, or indeed a place on our Commercial Committee.

The Commercial Committee is responsible for looking at all of our sales activity, new scheme approvals and the development of new business.

It is made up of a Chair as well as

three other members, two of which are independent and one is a resident.

Nukhet who lives in Enfield is a mature student and is volunteering at several organisations including the Citizens Advice Bureau during a gap-year of her law course at City University.

The 33-year-old said: “Becoming a Committee Member was not easy, but I am so glad that I have achieved this status as it really is a confidence booster.

“It is particularly interesting to see how Paradigm works with solicitors as commercial law is something that I am very passionate about and have a great interest in.”

customer service


you wanted change we delivered it

earlierthisautumnweintroducedtwonewEstateOfficers-bobTurnerandAndyjoiner.

Theirroleistovisitestateseverymonthtomakesuretheyarecleanandsafe.Theywillcheckthefire

systemsandsecurityoftheblocksaswellasmakingsurethecleaningandgroundsmaintenancecontractorshavecarriedoutagoodjob.

TheEstateOfficerswillbeworkingcloselywiththeHousingOfficers,whowillcontinuetohaveoverallresponsibilityfortheirestates.

kirstyPepper,HeadofOperations,explainshowtheycameabout.Shesaid:“Feedbackfromresidentstoldusthatweneededtofocusmoreonourcommunalareas.Wewantstaffandresidentstobeproudofourestatesandthisisthefirststeptomakingimprovementsinthisarea.

“Aspartofourtenderprocesswehavebeenreviewingourcleaningandgroundsmaintenancespecificationstomirrorwhatresidentshavesaidtheywantmovingforward.”

Wewillgivemoredetailsaboutwhatyoucanexpectfromthegroundsmaintenanceandcleaning

contractorsinthenexteditionofParadigmPeople.

Resident Quality InspectorsThenewResearchandinsightTeamhaverecruitedfourmoreResidentQualityinspectors

for2014.Ourinspectorswillbecontinuingtocheckcommunalareasonourestatesanda

selectionofouremptypropertiestocertifythatwearemeetingthestandardswehavesetintheseareas.

inorderforyoutoknowwhenaninspectorhaseitherbeenonsite,orreviewedthestateofyournewhomewhenyoumovein–youwillseeastamp.

ThisstampwillbeplacedonyourWelcomeToYourNewHomeleaflet,whichyouwillreceivewhenyoumoveintoyournewhome,shouldoneofourResidentQualityinspectorshavecheckedyourpropertybeforeyoumovedin.

Thestampwillalsoappearonthecommunalnoticeboardshouldaninspectorattendtocheckthecommunalcleaningorgroundsmaintenance.Thisstampwillappearinaseriesofcolourstoreflecttheseasontheestatewaschecked:

Winter ● Blue Spring ● Green Summer ● Yellow Autumn ● Orange

ifyouwouldlikeyourestatetobecheckedbyaninspectororwouldlikeittobecheckedinaparticularseasonpleasecallCustomerServices.

new

Customer Experience Manager, Alexa Lamond, gives

you an update on the new Complaints Policy and Process.

We are passionate about providing excellent services to you. However, we accept that sometimes we get things wrong and when we do we want to put them right as soon as we can and learn from our mistakes.

In 2010, we introduced a new way of handling your feedback and complaints in line with good practice, regulation and our own expectations at the time. This included our current three stage complaints process which has improved the way we manage complaints.

Results from the customers surveyed after making a complaint show that there is still a need to further improve this service.

The feedback was that our current process is more rigid than necessary and does not always provide a positive experience for you. As a result of this, we decided to review our current customer feedback policy and approach. Suggestions from surveys many of you completed helped to shape the new process and a resident consultation event held in July influenced our final recommendations.

The outcome of the review has resulted in a brand new single stage approach to managing complaints. This places more emphasis on early resolution, offering greater flexibility and more personal contact to help improve the experience customers have when making a complaint.

We will measure how successful the new process is through better customer satisfaction surveying to ensure we get things right going forward.

The new process will be implemented from 2 January 2014.If you would like more information on the new process please request one of our customer advice leaflets.


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keeping warm

Draughts and Condensation: To help stop condensation forming, you need to keep the air flowing through your home or you’ll get condensation which can form black spot mould.

The important thing is to keep all vents open, clear and unblocked. The best idea is to check outside areas first, like doors and windows, then check inside your home.

You should know that vents for floating floors, external walls and sealed chimneys should never be blocked.

heating: The cheapest way of heating your home is to keep your

thermostat at a middle temperature (15º) during the day. This also helps the environment.

Having the heating on for a couple of hours in the morning and then the same in the evening is costly and you are heating the people inside rather than the property. If you leave it on during the day the walls will warm up and keep you warmer for longer.

Once the building reaches 15° the heating will just ‘top-up’ the temperature and this works out cheaper.

radiators: Before you ring for a Technician to repair the heating, can you please check the timer, the radiators and perhaps ‘bleed’ single ones. If you have a combi-boiler

please do not attempt to bleed radiators.Check your manual to

make the best use of under floor or storage heating.

Freezing pipes: When the weather gets really cold you should make sure your heating system is set so that your pipes don’t freeze. If you are leaving your home empty, make sure you set the programmer to heating only, turn the thermostats down low, or turn the radiator valves to the lowest setting. Leave the timer switch on constant and let the thermostats control the heating.

HOW WE PERFORMED AUGUST – OCTOBER 2013 Key performance indicator Target AUG SEPT OCT Result

%ofcallsansweredin20seconds 80% 90.1% 87.6% 85.5% b%ofEmergency(within24hours)repairscompletedintargettime 99.5% 97.9% 98.1% 98.9% b %ofRoutine(15calendardays)repairscompletedintargettime 95% 95.9% 96.6% 96.4% bAveragetimetakentocompleteroutinerepair(calendardays) 14 12.5 12.8 14.1 b%ofrepairscompleted‘firsttime’ 94% 90.1% 91.1% 89.9% b%customersatisfactionwithrepairs 85% 86.8% 75.6% 83.6% b%landlord’sgassafetycertificatesindate(allproperties) 100% 99.89% 99.99% 99.92% bAveragetimetakentore-letproperties(days) 21 16.7 17.2 17.4 b%Stage1complaintsdealtwithintargettime(10days) 90% 84.2% 96.7% 93.3% b%anti-socialbehaviourcasesresolvedandclosed 75% 91.2% 99.3% 97.8% bAfulllistofperformanceindicatorsisavailableonourwebsite.b indicatesmetorexceedtargetbindicatestargetalmostmetb indicatestargetnotmet

reporting a repair and more...

you can use our myParadigm

service, which is available via our

website. The website allows you

to report repairs, gives you up to

date information on your rent, your

homes energy rating as well as

quick access to important contact

details for staff and services at

Paradigm. simply visit

our website

keeping You

warm this winter

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discussion

DIsCussINg ThE RolE of the housing officerAround 30 members of the Housing Services Committee, Residents Forum and staff members came together to discuss the role of our Housing Officers.

The debate centred on our general needs Housing Officers who look after the majority of the properties we own and manage, rather than our more specialist teams who work at the Foyer or sheltered accommodation.

As well as the visibility of the Housing Officer, and the fact that many residents feel our Customer Services team and Maintenance Technicians were also seen as being a face of the organisation, residents discussed what they felt our Housing Officers do as part of their job.

There were several suggestions; here are a few of them:● The visible face of Paradigm● being the first point of contact● the link person between various parts of Paradigm● managing more complex situations for residents● signing up and welcome new residents● handling low level Anti-Social

Behaviour.

One of the biggest discussion points highlighted the fact that many who attended the debate did not feel that a one size fits all approach to housing management was working. The general consensus was that we needed to offer a more tailored approach to suit local situations and the differing needs of our residents.

All of the information discussed at the debate was used at a Housing Officer Day and to inform the Tenancy and Estate Management Strategy, which is being developed in early 2014.

going Digital with Duncan

the net – the web – online

they are all words to describe the amazing creation that

is the internet, a giant library of information made up of

millions of websites.

many people use the intranet daily to make their lives

simpler and more fun.

on the internet you can keep in touch with friends and

family, read the news, follow your hobbies, watch your

favourite tv programmes, shop and compare prices.

and since people will need to claim online for universal

Credit, there is no better time to go online and learn how to

use the internet.

to find your nearest uk online centre,

call 0800 771 234


write to: Richard Hall, PR Executive, Paradigm Housing, 1 Glory Park Avenue, Wooburn

Green, Bucks HP10 0DF or email: [email protected]

In what year did the first large-scale stock transfer of homes from Chiltern District Council to Chiltern Hundreds Housing Association take place?

1908

1988

1999

how to enterwinners must be keeping to their tenancy and lease holder agreement (no arrears or sundry debt). to enter, complete the coupon below and return it in a stamped envelope to richard hall, paradigm housing group, 1 glory park, wooburn green, buckinghamshire hp10 0DFClosing Date: 10 JanuarY 2014

Name:

Address:

Postcode:

Contact number:

Email:

Prize drawwin £200

WORTH OFVOUCHERS

prize Draw rules1. OpentoParadigm

residentsaged18andover,exceptemployeesofParadigmHousingGroup.

2 Theclosingdateforreceiptoftheentriesis10januaryfortheprizedraw

3. Pricedrawsvalidforalimitedperiodandsubjecttoavailability.

4. Oneentryperperson.Nothirdparty.Spammersandbulkentrieswillbedisqualified.

5. Proofofenteringisnotproofofreceipt.Noresponsibilitycanbeacceptedforentriesincomplete,delayed,damaged,corrupt,wronglydeliveredornotreceivedforwhateverreason.

6. Prizesmustbeacceptedasofferedandarenon-transferableandnonrefundable.Therearenocashalternatives.

7. Thewinnerwillbenotifieldbypostwithinthe28daysoftheclosingdate.

8. Thepromoter’sdecisionisfinalandbinding.Nocorrespondencewillbeenteredinto.Thewinningentrywillbethefirstdrawnatrandombyanindependentpersonaftertheclosingdate.

9. ParadigmHousingGroupreservestherighttosubstituteaprizeofequalorgreatervalue.

10.NameandcountriesofwinnerscanbeobtainedbysendingSAEtoParadigmHousingGroup,WooburnGreen,bucksHP100dF

11.Promoter:ParadigmHousingGroup,WooburnGreen,bucksHP100dF

inthelasteditionofParadigmPeopleweaskedyoutonominateonememberofstafftowintheResidents’Choiceawardatourconference.WearedelightedtoannouncethatourdisabledFacilitiesOfficer,John smith,receivedthemostnominationsandscoopedtheaward.

to enter a fantastic competition where you could win up to £200 worth of vouchers for one lucky winner, simply fill out the coupon and answer the question below:

PETSCORNERFeeDing the birDs in our garDens

BY PHIL MEAD, CHESHAMPlanting berry bearing plants such as Mountain Ash, Fire

Thorn and Ivy in our gardens will help to feed many wild birds for free.

Wind fallen apples can also be left for birds to eat during the winter. Other plants such as Lavender, Marigolds and Asters will produce seeds that many birds will eat. These wild and natural foods can be supplemented with peanuts, seeds and kitchen scraps in feeders or a bird table.

Good foods for cold weather include peanuts, Nyjer seeds and Hemp seed, suet, grated cheese and boiled potatoes.

Some feeders can be stuck to windows with suction cups and feeding poles can be used on balconies as well as gardens in a deep tub of soil. Wall mounted bird tables can also be used on balconies, which is very useful for those who live in a flat but would still like to feed birds.

competition

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1 If you have a bank account, the most convenient way to pay

is by Direct Debit. Call us on 0300 303 1010 for details

2 On our website at www.paradigmhousing.co.uk

3 Pay at any shop that displays the Payzone symbol

4 By phone, please call 0300 303 1010

5 You can pay at your local post office

6 Post a cheque to: Paradigm Housing, 1 Glory Park Ave,

Wooburn Green, Buckinghamshire HP10 0DF

six waYs to paY Your rent

what Do You think?• Please send us your

comments and ideas for subjects you think we should be writing about

• Send us your letters, photos or poems. We will send a £10 high-street voucher for any contribution published

Call Richard Hall on 01628 811844, email:richard.hall@paradigm housing.co.ukOr write to: Paradigm People, 1 Glory Park Avenue, Wooburn Green, Bucks HP10 0DF

0300 303 1010

Paradigm Housing Group, 1 Glory Park Avenue, Wooburn Green, Buckinghamshire HP10 0DFOffice hours Monday to Friday 9.00am – 5.30pm

BYPOST

1 White Hill, Chesham, Bucks HP5 1AB Office hours Monday to Friday 9.00am – 5.30pm

VISIT US

If you would like any of the articles in this magazine reproduced in another language or format, please contact us on 0300 303 1010

Contact us:

FOR TEMPORARY

HOUSING 0300 303 8644Customer Services team available 9am – 5.30pmParadigm manages these properties owned by private landlords

EMAIL [email protected]

Please note our out of hours service providers (Invicta) have changed their name and are now called Centra. If you have an emergency, call us as above and you will automatically put through to Centra. If for any reason your call is not automatically connected, can call Centra direct on 02070 936405.

If the matter is not an emergency, please call us during the hours above to speak to a Customer Services advisor

OUT OF HOURS

SERVICE

large print braille CD or tape

WEBSITE www.paradigmhousing.co.uk

Find us on two Facebook pagesParadigm Housing or Milton Keynes-Luton Paradigm Housing Resident Group

Follow us on Twitter, we tweet as @paradigmhousing

Customer service telephone number

press 1 for repairs press 2 for rent and housingpress 3 for corporate queries

OurCustomerServicesteamareavailable8am-6pm.

paradigm people winter 2013

Documents

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new years day

new residents

new home purchase scheme

paradigm foundation

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comaleksan people winter

fantastic home safety