5. heartbeat winter 2012 issue 22

INSIDE – The government is changing the rules on benefits. Make sureyou understand how this will affect you by reading our special supplement.

Winter 2012

IN THIS ISSUE: TOP AWARD FOR CROC WORKS, GET INVOLVED, GAS SERVICING, NEW HOUSING OPTIONS SERVICE, LOCAL NEWS,SUMMER CARNIVALS, PRIZE COMPETITION AND MUCH MORE...Cover picture: Having fun at the East Midlands carnival. See pade 28 for more pictures.

Midland Heart20 Bath Row, Birmingham B15 1LZtel 0345 60 20 [email protected]

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When money is tight and you need a helping hand totide you over, ‘payday’ loans can seem a quick fix - butthere is often a high price to pay in more ways that one.

These type of loans allow you to borrow small amounts of money foras little as a week or a month, but with very high interest rates, whichcould mean they cost you far more than you might expect.

For instance, you would have to pay back almost £650to repay a typical £500 cash loan taken out for 31 days.

As a last resort, a payday loan could help you overcome a short-termproblem. However, you must be sure that you can pay back the loanwithin the agreed term so you don’t have to take out another loan the following month, or your short-term problem could become a long-term nightmare.

Payday loans are usually repaid directly from your bank account bygiving the lender a “continuous payment authority”. This gives them the right to take money directly from your bank, without thesafeguards that apply to a direct debit arrangement.

What are the alternatives?

An authorised overdraft from your bank should be much cheaper thana payday loan. If an overdraft is not an option, joining your localCredit Union could also be much cheaper way of borrowing money asthe maximum interest a Credit Union can charge for borrowing is26.8% APR and many charge 12.7% APR.

If you are in financial difficulty and often find yourself struggling tomeet your payments before payday, get advice from money adviceprofessionals who offer free assistance.

Help is available from a number of national organisations,such as National Debtline, Citizens Advice or the ConsumerCredit Counselling Service or from Midland Heart’s team ofMoney Advisors. Call them on 0345 60 20 540.

Payday loans:Short term gainfor long termpain?From the editor...

Welcome to the winter edition ofHeartbeat.

Although this is the season when we have to puton the extra layers and turn up the heating, wehope to bring back some memories of warmerdays with a round up of our carnivals, heldaround the regions this summer.

This edition of our magazine also includes anarticle about customer involvement and what weare doing to encourage more people to havetheir say about our work.

We want more of you to play a part in managingyour homes and neighbourhoods and makingsure that our services meet your needs so makesure you read this story about our new ‘Engage’programme and get in touch.

There are big changes afoot in the welfare sector,with the government planning to alter the amountof housing benefit it pays. Of course this willaffect a lot of our customers so we have includeda supplement to help you through these changes.

In addition our money advice team is always onhand to help with financial issues – see backpage for more details.

Before I finish let me take the time to wishyou a very Merry Christmas.

We hope you enjoy reading this edition.

Simi Chopra Heartbeat Editor

Simi

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Midland Heart’s £25 million housing developmentCrocodile Works in Newtown,Birmingham was honoured at this year’s prestigious Royal Institute of CharteredSurveyors awards for the WestMidlands. Facing competition from six other large developments,Crocodile Works triumphed to win the ‘Regeneration’ category at the awards ceremony held at Edgbaston

Cricket Ground whichwas hosted by BBC presenter Mary Rhodes.

Crocodile Works is aflagship project

which formspart of a widerplan to regenerateNewtown bycreatingaffordablehousing to

support sustainable

communities. Itprovides a mix of168 apartments

and townhousesfor affordable rent,

outright sale and rent-to-homebuy.

Ruth Cooke, ChiefExecutive OfficerMidland Heart, said:

“We are delighted to have won such a prestigious housing award. Crocodile Worksis a great example of what Midland Heart isall about; the development has transformedthe area of Newtown - not only by providingaffordable homes but helping to create acommunity and making it an enjoyable placeto live.”

Chairman of the RICS West Midlands judging panel,Roger Stone said: “The sheer scale of this housing re-development made it an important and significantentry in the Regeneration category. The project teamhave bravely and successfully taken an industrial site andbuilt a secure development with a variety of new andconnected houses, flats and apartments, doing much toimprove the area and the lives of those living in the area.

“It has to be seen to appreciate just what has been doneand we believe it is more than deserving of theRegeneration title.”

Top award for Croc Works

L-R (back row) Simi Chopra – Marketing & Communications ProjectManager for Midland Heart, Anne Marie Simpson - Head of Midlandsfor The Homes and Communities Agency, Glenn Howells for GlennHowells, Katherine Staniland – Architect for Glenn Howells, Carl Larter– Development & New Business Director for Midland Heart, RichardCornes – Partnerships Director for William Davis. L-R (front row)Michelle Musgrave – Customer & Communities Director for MidlandHeart, Ruth Cooke – Chief Executive Officer for Midland Heart,Zaheda Vaid – Customer Involvement Officer for Midland Heart.Customers from Crocodile Works.

Getinvolvedand haveyour say!

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This year more customersthan ever before gotinvolved with our work.Around 2,500 of you took part in variousactivities and events - on almost 5,000 occasions. You have been gaining new skills on training courses, having fun at carnivals and joining our managementboard and various committees, such as thedisability group featured in this edition ofHeartbeat.

Getting involved means helping us to improve life foryou, your family and your community. You know whatissues there are in your local area and you’ve probablygot the best ideas about tackling them.

However, you have been telling us that sometimes it isnot clear exactly how you can get involved so we havelaunched a new programme called Engage which allowsyou to easily identify where and how you can have yoursay and really make a difference to the way we work andto your communities.

The Customer Involvement team at the launch of Engage.

Your involvement, ourpromise...You might have good ideas but have never been involvedbefore. Don’t worry, it won’t cost you a penny.

In return for your involvement we will:

l Provide you with training, including accredited trainingl Provide you with a dedicated Customer Involvement

Officer for your area to support you on a day-to-day basis

l Pay your out of pocket expenses including travel, childcare and carer’s costs

l Organise and pay for meeting rooms at local venuesl Provide start up and annual grants to resident/customer

groupsl Support you with neighbourhood activitiesl Provide refreshments at all our meetings, activities

and events.

Once you tell us you would like toget involved, we will:

l Contact you within 10 days to discuss what you want to get involved in

l Contact you every three months to make sure you are satisfied with your involvement.

Whichever way you get in touch we’ll beglad to hear from you.

Whatever time you have to spare,we have something to suit you.

Time commitment - low

If you’re short on time, but would like to see somechanges in your area then there are a range of waysyou can get involved such as community events includingcarnivals; focus groups and mystery shopping activities.Do you want to stay in the comfort of your own home?If so, you can take part in surveys and we can visityou from time to time to get your thoughts andfeedback on the services we provide.

Time commitment - medium

If you want to take more of an active role inshaping Midland Heart’s services there are a numberof ways you can do this such as walkabouts so youcan inspect your street or local area with your friendsand neighbours, local residents’ groups and customerpanels which meet in each of our regions.

Time commitment - high

Have you got more time to spare? Join ourHeartbeat editorial board and contribute regular articles or become a member of one of our five‘Service Improvement Groups’ which look at variousareas of our work.

For more information about how toget involved please contact ourCustomer Involvement ManagerMary Jane Gunn on 0121 654 6724 or email

[email protected]

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Almost 1,000 customers and around500 other members of the communityenjoyed this year’s Customer Carnivals.

The events, held in Coventry, Leicester,Wolverhampton, Essington in Staffordshire andBirmingham for the third year running, took anOlympic theme and featured lots of fun sportingactivities for all the family such as cricket, gymnastics,Zumba, football and basketball.

Over 100 staff volunteered their time to assist with the carnivals, which also promoted health and well-being and heightened the profile of localsporting agencies and of Midland Heart itself.

Gareth Hopkins, customer involvement officer,added that the carnivals also helped to raise valuable funds for neighbourhood groups.

“Members of one of the groups are using themoney for a coach trip to West Midlands SafariPark for the whole street to enjoy,” he said.

“The events also recognised and thanked customerswho have been great neighbours and highlightedthe good work they have done in the community.They also helped us to develop even stronger linkswith local councilors and other organisations.”

Gareth concluded: “This year more than ever wehave received positive feedback from staff and customers who enjoyed the carnivals and can'twait until next year!”

See regional pages for the pictures.

Carnivals bigger and better than

ever!

New repairscharging systembrought inA new system has been introduced so thatMidland Heart can protect its properties,ensure that resources are spent most effectively and provide the best standard ofaccommodation possible for customers

Under the new Rechargable Repairs system, customers willbe responsible for looking after their homes in accordancewith their tenancy agreement and will be liable forrepairs that Midland Heart are not responsible for.

What kind of repairs will customers be charged for?

l Where work is necessary as a result of a resident, their family or friends deliberately or accidentally damagingany fixtures or fittings in a Midland Heart property.

l Unauthorised alterations where Midland Heart has to bring a property back up to an acceptable standard, as determined by us, in order to ensure safety of residents and the property.

l Vandalism to a property, where damage has occurred and where the individual admits damage, or responsibility has been established.

l Replacement of lost or broken door entry keys.

How will repairs be charged?

We consulted our customers about charges and toensure that the system is fair, a standard charge hasbeen set up for the most regular items. This will ensurethat you are provided with the correct details from theoutset and will to give you the opportunity to make therepairs within a set timescale.

Leaving a property?

If you decide to end your tenancy or request a transferto another property, it is your responsibility to leave theproperty clear of all rubbish and belongings including theloft, garden and any outbuildings. Midland Heart willcharge you for removal of rubbish and any damage.

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Would you like to help raiseMidland Heart’s awareness

of the issues facing disabled people? Or do

you have a disabilitywhich Midland Heartshould know about?

The Midland Heart DisabilityReference Group, which is always

looking for new members, focuses onthe services that are important to

customers with disabilities such asrepairs, finding a suitably-adapted

property, anti social behaviour andrelationships with contractors.

The group gets together every threemonths and members are drawnfrom a wide range of ages andbackgrounds and from all over theMidlands.

At each meeting there is a mainarea of discussion and issues tackled so far include:l How Midland Heart can

safeguard customersl Developing the severe weather

planl Hosting a “lunch and learn”

training session for Midland Heart staff to raise awareness of people with disabilities.

Customer Involvement Officer GailGavan, who supports this group,commented: “Members are passionate about giving a voice to allMidland Heart’s disabled customersand it shows in how animated ourmeetings can become!

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“We encourage customers with disabilities togive us as much information as possible sothat we can provide them with a service thatsuits their needs.”

You can update the Midland Heart systemwith details about your disability in a numberof different ways:

lCall our call centre on 0345 602 0540

lEmail us on [email protected] the information

lWrite to us at Midland Heart, 20 Bath Row, Birmingham, B15 1LZ with the details.

Interested in this customer groupand feel you might like to join us?Please contact Gail on 0345 602 0540 or [email protected],and she would be delighted to hear from you.

She added: “I hope thishas given you an insightinto the Midland HeartDisability ReferenceGroup – we’d love to hear from you!”

Raising awareness of disability

Why gas servicingis vital

Did you realise that not allowingMidland Heart to check your gasappliances could result in you losingyour home - or even your life?

Like all landlords, Midland Heart has a legal duty tocarry out a safety check each year of the gas appliancesin your home. This service helps ensure that the appliances are completely safe and that they are working properly, which in turn can help you manageyour gas bills.

You will receive a first appointment card from one ofour Gas Safe registered contractors PH Jones or EON,which will inform you of the date, day and time whenyour annual gas service is due to be carried out.

If this time is not convenient please phone the telephone number on the card to re-aarange and youmust make sure that you let them into your home tocarry out the service and safety check. At the end ofthe visit you will be given paperwork to show that theyhave checked your gas appliances and that it is safe.You must not do anything to these appliances yourself.

The check is vital to your safety. It is free, takes aboutan hour depending on the number of gas appliancesyou have and it makes sure your heating is runningefficiently. Above all, it will help keep you and yourfamily safe. Every year more than 30 people are killedfrom faulty gas fires or appliances in the home.

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If you do not let us in to do the service you could beputting yourself, your family and your neighbours atrisk from carbon monoxide poisoning. You cannotsee, smell or taste carbon monoxide, but it can killwithin a matter of minutes.

Not allowing a gas safety check means you are breaking your tenancy conditions. If you do notmake arrangements to let our contractors in, we willtake the following legal steps to help us gain access: l A request for an injunction against you from

your local county court could be made,l We’ll seek to recover the court costs - which

could be more than £800.l If we obtain the injunction from the court and

you still fail to allow access we will issue possession proceedings against you, which could result in you losing your home and may prevent you from acquiring another property – earlier this year we evicted a customer who failed to let us in to carry out the service.

Customer-owned gas appliances

Customers have a duty to ensure the maintenanceand safety of gas appliances they own.

This means that your own gas cookers and fires willnot be connected or serviced by Midland Heart but wewill give a free visual safety check of the fire when wemake our annual gas service visit. We will need toremove the fire to gain access so please have you’rethe handbook available for the engineer’s reference.

PRIZE DRAWIf you get your gas service completed onthe first appointment you will be enteredinto a £50 monthly prize...so that’sanother reason to get the annual servicecarried out!

This type of fraud is a growing problem – it’s estimatedthat between 50,000 and 160,000 homes are currentlybeing unlawfully occupied across the country promptingthe government to launch a new housing strategy whichincludes criminalising social housing fraud.

And Midland Heart is doing its bit. For example, actionhas recently been taken against a Birmingham customerwho fraudulently lived in a one of its properties, despiteowning another home.

Midland Heart issued proceedings against Mrs Choudhuryin the county court to recover the property as she wasnot in need of the home and therefore did not meet thecriteria of social housing.

Through working closely withBirmingham City Council and other

partner agencies Midland Heartgathered solid evidence to provethat Mrs Choudhury was lettingthe property for profit whilst living in the home she owned.Another 12 cases were alsoidentified as part of this exercise and the propertiesrecovered.

In summing up thecourt case, the judge

recognised thatMidland Hearttook courtaction as alast resort

and as a not-for-profit

Action taken on tenancy fraud

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organisation had a duty to pursue the costs and reinvestthese into developing and improving other homes.

Sarah Clarke, Tenancy Standards Manager, said: “Aswaiting lists for homes increase there isn’t enoughsocial housing to meet the needs of people who genuinely need it. That’s why we’re working closely with our partners to treat any case of tenancy fraudvery seriously.”

“The investigation was carried out by our new tenancystandards team which has been created as part ofMidland Heart’s commitment to detecting and takingaction on tenancy fraud.”

If you are concerned about your owntenancy call 0345 60 20 540 and ask tospeak to the tenancy standards team.

The facts about tenancy fraud

l Tenancy fraud is committed when a home is sub-let for a profit, passed to a friend or relative without a formal agreement or applied for with false information.

l The government now plan to make it a criminal offence with a maximum sentence of two years in prison or a £50,000 fine.

Midland Heart is cracking down on customers who commit tenancy fraud.

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Make sure you know who they are

We have had reports of people pretending to work for Midland Heartasking to come into your home.Protect yourself and your home:

l always ask the person for their identity badge

l if they don’t have one or don’t let you see it properly shut the door

l Ask them to wait while you check who they are

l remember to shut the door while you check.

A genuine person willnever mind you asking.This is especially important if you were notexpecting anyone. All ofour staff and contractorswho work on our behalfhave an identity badge.

Our call centre can check if the callerworks for us just call on 0345 60 20 540and be sure that they are who they saythey are. It will only take a minute to giveyou peace of mind and our staff do notmind waiting. If you think they are boguscall your local police on the new easy toremember number 101.

Be safe, check if you are worried.

A company by the name of AlbaInsulation have been calling at properties in Coventry andBirmingham, stating they are working on behalf of Midland Heartto carry out loft insulation. We aretold that the firm is gaining accessto properties in the hope of stealingcopper piping from loft areas.

It is important to note that MidlandHeart does not have any associationwith Alba Insulation and any customerwho is contacted by them should refuseaccess and if necessary inform the police.

If you have had any other boguscaller at your house or have refusedaccess to any of our contractorsbecause they refused to show theirID card please call us as soon aspossible on 0345 60 20 540.

W A R N I N G !

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In the case of theft, fire, vandalism or burst pipes,Midland Heart insures against the cost of rebuildingthe property.

However, it does not insure any of customers’ personal belongings, decorations or household contents.

Your belongings are your responsibility, so we recommend that you take out your own insurance.

We know that insurance may seem like a costly,added expense but the people most likely not totake insurance are those least likely to be able torecover financially when the unexpected happens.

Our home contents insurance can cost aslittle as £1.25 per week and premiumscan be paid fortnightly or monthly bycash as well as by direct debit.

Affordable insurance on offerA low-cost contents insurance policy especially for customers

has been launched thanks to Midland Heart joining forceswith the National Housing Federation.

For more information contact our customer service centre on 0345 60 20 540or contact call the insurance companydirectly on 0845 337 2463.

The policy offers a range of benefits,including:

l Flexible, regular pay-as-you-go payment options

l Application is quick and easy - either through the post or over the telephone

l No excess (you don’t pay the first part ofthe claim)

l Covers theft, water damage and fire damage of contents

l Covers damage to internal decorationsl Covers accidental damage to sanitary fixtures

such as toilets and washbasinsl Covers damage to external glazing for which

you are responsiblel Covers lost or stolen keys and freezer contentsl You don’t need to have special door or

window locksl All post codes are included.

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A new service to promote much-neededaffordable homes to rent and buy in eastNorthamptonshire has been launched.

The free service is called Homes Direct and is centred ona new easy-to-use website and property shop. It is opento people looking for an affordable home or at risk ofbecoming homeless and is managed by Midland Heart.

A dedicated Homes Direct team, based on High StreetSouth, Rushden, will support people to find affordablehomes to rent, as well as homes for sale and propertiesavailable for exchange.

The team will also help people to find solutions to theirhousing needs and offer advice on homelessness andclaiming housing benefit.

Michelle Musgrave, Director of Customer andCommunities at Midland Heart, said: “We’re delighted tobe working in partnership with East NorthamptonshireCouncil on Homes Direct.

“Midland Heart is really well placed to offer the expertadvice and support needed to find a home in eastNorthamptonshire and we believe this new service reallysimplifies the process.”

Clive Wood, Chairman of East NorthamptonshireCouncil, added: “East Northamptonshire is a lovely placeto live and we’re very pleased to be working withMidland Heart to help people find a suitable home here.”

New housingoptions servicelaunched

Clive Wood, Chairman of East Northamptonshire Council and MichelleMusgrave, Director of Customer and Communities at Midland Heart

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Every month inspectors visit estates to assess how wellthey are being managed and maintained by our contractors.

They focus on things such as how clean internal communal areas are, how grassed areas are maintainedand whether fly tipping is being cleared up.

Inspectors receive free formal accredited training at ourpartner college, Fircroft, where they learn how to carryout their role effectively.

They are also provided with digital cameras so that theycan provide evidence of their findings in their final report.

Sandra Clarke commented: “The training that I havereceived to become a Tenant Inspector was second tonone.

“I have learnt brand new skills andmade new friends along the way. Iwould recommend this course toeveryone.”

Mystery shoppers shine the spotlight

‘Mystery Shoppers’ are shining the spotlight on MidlandHeart’s services.

A range of customers are being trained to make phonecalls, undertake visits, write letters and send emails totest how good or bad the service they receive is.

“Mystery shoppers help us to identify where improvementsneed to be made and understand the real customerexperience,” explained Gary Hebrard, Midland Heart’sServices Scrutiny Officer.

Customers receive free training and gain an endorsedcertificate. They also receive a shopping voucher as athank you for taking part. The skills that they gain on thecourse can be transferred into the employment market too.

Every month we train more customers to becomeMystery Shoppers so what are you waiting for?

If you are interested in either of theseopportunities please contact Gary Hebrardat [email protected] or call 0345 60 20 540

The inspectors are out and about

Customers from across the Midlands are beingtrained Tenant Inspectors – helping to ensurethat Midland Heart’s work is up to scratch.

We want your neighbourhood to be a place you enjoy living and areproud to call home.

Some customers pay service charges for environmental services – these are services that keep communal gardenstidy, make sure shared communal areas are clean andwell maintained and that windows are cleaned.

From 1st December 2012 there will some changes towho does this work and how it is carried out. So over thenext few months you will see differences in:

l grounds maintenance (this includes shared grassed areas, boarders, pathways, drying areas, car parking areas, plus graffiti and rubbish removal)

l window cleaning l communal cleaning services (such as internal floors

and walls, stairways, lightings).

Over 50 customers helped us select new our contractors -our priority was to choose firms that offered the bestservices, and value for money.

As part of this you told us how you would like to see theservices improved. These are some of the key changesmade as a direct result of customer involvement:

You said: you want to have local services deliveredby local contractors and to employ local labour

We did: the new services are being carried out by local companies who are employing local labour.

You said you wanted to have more control over the quality of the work

We did: Tenant inspectors will be working with us to make sure the best standards are achieved and to tell us when they are not.

All contractors will be wearing Midland Heart identificationbadges and will drive vans with the Midland Heart logoto make them easily identifiable.

Keep checking our website and future editions ofHeartbeat or speak to your Neighbourhood Teamsfor more updates, where we will provide you withmore detail on what services you can expect andthe contractors who will provide it.

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Our neighbourhood services are changing

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Keep warm – lots of layers are better than just one big jumper so add a T-shirt, vest or thinner jumperunderneath - perhaps all of these if it gets really cold, as well as gloves and a hat when outside.

Avoid slips and falls – wear shoes with plenty of gripand don’t pop to the bin outside in slippers as lots ofpeople fall and break a leg every year doing this.

Keep your heating on as much as you can – even ifyou go away leave it on really low twice a day to stoppipes freezing up.

Have regular hot drinks – always keep plenty in stock.

Your home needs looking afteras well in cold temperatures

l Occasionally run your taps to make sure water is flowing and this helps to prevent ice building up

l If you have a frozen pipe in your property you can use a hairdryer to try to thaw it out

l If you have frozen pipes but a small trickle of water turn your tap on as this will help water flow and unfreeze the pipes BUT be careful to turn it off if it doesn’t work other wise you will have a flood when it thaws later

l Make sure you know where your water stop tap is. If you have a burst pipe turn the stop tap off as soon as possible to limit water damage and call Midland Heart 0345 60 20 540 and we will be able to help

Preparing for winter

l Keep your kettle filled all the time so you can still have a hot drink if your water pipes freeze and keep some bottled water in the cupboard

l If you don't have cold water your hot water tank will no longer fill up so don't use your hot water either

l If your water stops running check if your neighbours have the same problem - if they do contact your watercompany. If it is just your house call Midland Heart.

We will continue to help whatever the weather does but some repair work cannot be done in very cold temperatures, such as working on a roof as it is too slippery, digging the ground or using paint and cementbecause it will not dry properly.

There may also be times when the weather stops usreaching everyone, if this happens we will prioritise themost urgent jobs and arrange to complete any work wecannot carry out as soon as possible.

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l If your heating breaks down check the fuses, ensure the pilot light is still on or that that the problem has not been caused by a power cut or interruption to the mains gas supply. When you call us let us know that you have checked all the above and give us any error code that appears on the boiler. Also tell us if there are any young children or old people in the property and whether you have any form of secondary heating.

l If you are over 60, disabled or on a low income,you may be able to get financial help to heat your home. Ask our Money Advice Team.

l If you have a neighbour who is elderly or vulnerable try to check on them during the cold weather.

As the weather gets colder we thought you might be grateful for some handy hints and tips.

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Complaints performance:

Percentage of customers that are very or fairly satisfied with how we handled their complaint:

The average for other social housing providers is 63%

Repairs performance:

Percentage of repairs completed during the first visitfrom our contractor:


The percentage of customers very or fairly satisfiedwith the repairs and maintenance service:


At the end of July 2012: 99.55%At the end of August 2012: 97.56%Target: 95%

Customer Service Centre performance:

The total number of calls we answered:

The total number of calls we answered within 20 seconds:

July2012

99.55%


July2012

73.91%

At the end of July 2012:73.99%At the end of August 2012: 74.18%Target: 92%


August2012

32.56%

July2012

38.64%

At the end ofJuly 2012: 86.01%At the end of August 2012: 90.75%Target: 92%

August2012

90.75.%July

201286.01%

August2012

74.18%

August2012

97.56%

How we’re doingEvery month we ask more than 1,000customers what they think about ourrepairs, new lettings, environmentaland complaints services.

July2012

73.99%

August2012

84.39%

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Carrot and freshcoriander soupPrep: 5 mins. Cook: 15 mins. Serves: 6

What you need

1 tablespoon of olive oil.4 large carrots, peeledand roughly chopped1/2 large onion,roughly chopped.900ml (1 1/2 pints) vegetable stock.Large bunch freshcoriander, roughlychopped.

How to make it

1. Heat the oil in a large saucepan over medium heat.

2. Saute the carrots and onion for a few minutes until the onion has softened a little.

3. Pour in the vegetable stock and add the coriander. Bring to the boil, and cook until the carrots are tender, about 10 minutes.

4. Remove from heat and allow to cool slightly.5. Puree the soup until smooth, using a hand

blender or food processor. Reheat before serving if necessary. Serve with crusty bread.

Overall satisfaction:

Customers who are fairly or very satisfied withMidland Heart’s overall service:

August2012

83.80%

July2012

81.60%


If you would like more information onhow we are doing please contact us on 0345 60 20 540

August2012

84.52%July

201279.52%


Customers who are very or fairly satisfied with opportunities for participation:

Customer Involvement performance:

WINTER WARMER RECIPE

Do you have aneye for a picture? Are youhandy with a camera?Have you captured animage which sums upsummer 2012?We are looking for your best photographs from thelast few months, and if yours is the best you couldbe in with a chance of winning a prize.

It could be a picture of yourseaside holiday or a communityevent, a family snapshot, animage of your garden in bloomor of course a photograph of

something related to the Olympics.Perhaps you saw the torch coming

through your area or you took part in alocal sports day to mark London 2012?

For example, the olympic torch picture on the right wastaken by our own Regeneration Officer Elaine Shirleywho had a great evening with hundreds of peoplewatching the Olympic torch go past in Coventry.

“Policemen were ‘high fiving’, flags were waving andthere was a great carnival atmosphere,” said Elaine.

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Enter our new photo competition

You do not have to be an expert with a fancy lenses and special filters…we want to see what you have been up to this summer, whether the photographwas taken on your phone or a disposable camera.

However, if you are a budding professional then wewould love to know what you can do. Send us your mostartistic efforts – we regularly employ photographers tocapture the work we are doing throughout the region soyou never know where it may lead.

EMAIL YOUR IMAGES [email protected] 18th January 2013. We will publishthe best selection in the next Heartbeatand the winning entry will receive a prize.

GREAT PRIZES!

COMPETITION

A major Midland Heart scheme providing106 much-needed affordable homes in theheart of West Bromwich has just been completed.

The £17million Bagnall Street development, built on a former industrial site, provides two-bedroom apartmentsand two, three and four-bedroom family homes for rent,short-term rent or rent-to-homebuy.

“This is such an excitingproject - the new homeslook fantastic”Carl Larter, New Business and Development Director forMidland Heart, said: “This is such an exciting project - thenew homes look fantastic and we cannot wait for thecommunity and our partners to see the finished work.Bagnall Street offers local people new, well designed, highquality family homes in an area where there is highdemand.”

The scheme has been designed around an old canal andincludes a green park area for all residents to enjoy.

B I R M I N G H A M B I R M I N G H A M B I R M I N G H A M

£17million housing development completed

Daynia Archer, Regeneration Officer for Midland Heart

WHO’S WHO IN YOUR AREA?To contact your local Customer Involvement Officer orHousing Team Leader, please call 0345 6020 540and ask to be put through to the relevant person.

Customer Involvement OfficersMartin Hall - Inner BirminghamJudith Rowe - South BirminghamViolet Williams - North BirminghamZaheda Vaid - West Birmingham Outer

Housing Team LeadersMichael Wood - Inner BirminghamChristopher Luke - South BirminghamPete Sandilands - North Birmingham Valerie Hamilton - West Birmingham Outer

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Party atmosphere at carnivalThe Olympic Torch made a special appearance at the Birminghamcustomer carnival, adding to the excitement of the day.

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Customers from throughoutSparkhill came together to enjoy acommunity breakfast to celebratethe Olympics.

The event, held at the Zambesi housing scheme, provedsuccessful and was one of several initiatives undertaken byMidland Heart staff, including Regeneration Officer AshokPatel.

“I have been busy connecting Sparkhill customers with arange of colleagues and other agencies - this partnershipwork has been very useful in building community spirit,”Ashok said.

It was a very early start for the breakfast, with staff arrivingat work at 5.30am to set up information stalls outside.

The event was an excellent way to bring all sections ofcommunity together to celebrate a once in a lifetimeopportunity and was followed up by the organisation of afun day at the local park.”

Tracy Emerson- Smith, Manager of Zambesi, said: “I gotthe opportunity to meet members of the Sparkbrookneighbourhood forum and look forward to supportingthem and local schools to raise awareness of homelessnessand involve our neighbours in understanding the needs ofvulnerable customers within Midland Heart.”

Midland Heart staff at the breakfast.. Left to right, Semiu Apanishile, Leon Cousins, Ashok Patel, CharlotteMason, Tracy Emerson-Smith, Billy Makuwe.

Sparking a community spiritin Sparkhill

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The scheme, which is in the heart of Birmingham’s Jewellery Quarter and includes arange of homes with workshops in them designed for young entrepreneurs, hosted theweek-long show.

Artists submitted some outstanding pieces which attracted people from all over the WestMidlands and Staffordshire to view the artwork and see the live/work accommodation.

This pop-up exhibition was run in partnership with North Staffordshire Gallery, Barewall,who sell and support many successful artists from around the country.

Paula Millward of Barewall said: “We were proud to be supporting Midland Heart withthis exhibition at Spectacle Works which is a truly inspirational development, giving people a wonderful opportunity for creative businesses to start and grow.”

The exhibition also attracted local supporters, with Birmingham curator and critic CharlieLevine blogged that: “If you’re a young creative in Birmingham looking at ways toshowcase, sell and develop your work, Spectacle Works is definitely worth checking out.”

Open workshops were available to visit from residents Victoria Delany a silversmith, andceramic specialist Christopher Hay.

Midland Heart’s Regeneration Project Officer Ashok Patel commented: “The stunningwork on display was enhanced by Spectacle Works’ magnificent large windows whichcast volumes a natural light everywhere, making for a truly delightful event which allthose who attended greatly enjoyed”.

Midland Heart’s Spectacle Works housing scheme becamea shining beacon of creative talent when it staged a pop-upexhibition of art, ceramics and jewellery earlier this year.

Spec Works customers Victoria and Christopher

Scheme becomes creative showcase


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COVENTRY COVENTRY COVENTRY COVENTRY

Anne won a £25voucher at a quiz heldas part of a ‘MoneyMatters Road Show’.

The event was developedby the CoventryFinancial InclusionForum which is made upof representatives fromvarious agencies and

organisations including Midland Heart.

The road show aims to increase awareness to residents in the city of affordable loans, energy saving, credit unions, welfare reforms and more.

“It was great to be able toget water and saving tips

from Severn Trent”Anne entered the road show quiz and was delightedwith her prize. She said: “It was great to be able toget water and saving tips from Severn Trent and theenergy advisors as well as learning about easy waysto save with the credit union. It was a real bonus tocome away with a prize!”

Look out for future Money MattersRoad Shows visiting other areas ofCoventry throughout the year.

Anne is a winnerMidland Heart customer Anne Davis not only picked uplots of useful tips about saving money at an eventrecently, she also came away with a prize.

For advice and informationon money matters inCoventry contact:

• Credit Union

02476 633 456for savings and affordable loans

• Citizens Advice Bureau

02476 223 284for debt and consumer advice

• National Energy Advice

02476 559 191for energy saving tips

• Coventry Benefits Advice Line02476 832 000for welfare benefits advice

• Manjit Sehmar(Midland Heart Open Door Advisor)

07990 640 781for employment & training advice

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Coventry school children have helped preserveOlympic excitement and the history of asite in the city with a special time capsule.

Around 30 schoolchildren from Whitley Abbey PrimarySchool in Coventry worked hard to prepare treasures tostore in the capsule which was buried at the newTouchstone Court housing scheme.

The site of Midland Heart’s former offices is being transformed into a £5 million development providing

45 much-needed homes for rent.

Artefacts included Olympic souvenirs, special letters

written to the school childrenof the future, pressreports and photos, a

Midland Heart history book,a diary of the school year and

pictures of the site, along withlocal and national newspapers -

all of which tooktheir proud placein history.

Over 40 peoplegathered to seethe time capsuleburied, includingmembers of thelocal communityand project

partners, andto witnessone of thefinal finishing touches tothe affordable

housing scheme.

Olympic mementoshidden in time capsule

Front Row – children of Whitely Abbey PrimaryBack row: Carl Larter, Director for New Business andDevelopment, Midland Heart, Julie Harrison DeputyHead at Whitely Abbey Primary, Councillor Kevin Foster,Alan Quinlan, Housing Enablement Officer, Coventry CityCouncil, Councillor Hazel Noonan and Ian Jones BusinessDevelopment Director Westleigh Developments Ltd.

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On an earlier visit, the pupils donned hard hats andprotective clothing as part of a health and safety talk toeducate them about the perils of construction sites. Thechildren gathered to learn about potential hazards,hidden dangers and the most common accidents at a master-class.

Following the presentation they tested the speakers’knowledge in a round of quick fire questions about howaccidents take place, how many people work on the siteand what personal protective equipment workers needto wear.

Touchstone Court is due for completion later this year.

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Sun shines on carnivalWith the sun shining, the Coventry carnival got off to an excellentstart with customers arriving as soon as the doors opened.


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WHO’S WHO IN YOUR AREA?To contact your local Customer Involvement Officer orHousing Team Leader, please call 0345 60 20 540 and ask to be put through to the relevant person.

Customer Involvement Officer Gail Gavan Housing Team Leader Anita Kapadia

E A S T M I D L A N D S E A S T M I D L A N D S E A S T

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The fun of the fairThere was music, sports, dancing and lots of fun when theCustomer Carnival arrived in Leicester this summer.

E A S T M I D L A N D S E A S T M I D L A N D S E A S T

WHO’S WHO IN YOUR AREA?To contact your local Customer Involvement Officer orHousing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person.

Customer Involvement Officer Cameron Whyld Housing Team Leader Leo Daniels

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S T A F F O R D S H I R E S T A F F O R D S H I R E

What a glorious day!Over 200 people turned out to enjoy the attractions at this year's

Staffordshire Customer Carnival


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The event followed a two-year long partnership projectled by the North Lichfield Initiative and supported byMidland Heart and Lichfield District Council.

The work cost around £160,000, with £130,000 providedby Midland Heart and the remainder from LichfieldDistrict Council.

It involved a major overhaul of the area with theinstallation of new lighting and networked CCTV toimprove safety, added greenery including custom builtplanters and landscape features, with new street furnitureto help revitalise the parade.

The parade looked so much more colourful that it evenwon a Britain in Bloom award this year!

Extensive improvements were made to the rear car parkto reduce parking hazards in front of the shops andmake the area even safer for the community. Consultationwith the local community and shop-keepers, via the NorthLichfield Initiative team helped to design the scheme.

John Webbe, Regeneration Manager at Midland Heartsaid: “Investing in community areas is at the core ofMidland Heart’s role and we are delighted to witness the

changes and enhancements that have taken place onDimbles Lane.”

Colin Ball, Chair of North Lichfield Initiative, commented:“We are pleased that our views were really listened to inthe planning stages. The developments have definitelymade it a brighter, friendlier place and a more welcom-ing area for people to live, shop and visit.”

To give added privacy for the residents living above the shops, future plans will involve the installation of contemporary coverings to the balconies of the residential flats.

New look for Dimbles LaneA major facelift of the Dimbles Lane shopping parade to create

a greener, safer area was celebrated at an official launch.

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The local residents group worked hard to secure a grantfrom Midland Heart’s environmental fund which hasmeant that new fencing has been installed at the frontof properties in Upper Sneyd Road and Kitchen Lane.

Group members also helped other residents plant tohanging baskets with red white and blue flowers to celebrate the jubilee, with Midland Heart contractorsMears on hand to put up the baskets up.

Creating a better EssingtonHomes in Essington are looking smarterthanks to the hard work of local customers.

WHO’S WHO IN YOUR AREA?To contact your local Customer Involvement Officeror Housing Team Leader, please call 0345 6020 540and ask to be put through to the relevant person.

Customer Involvement Officer Gareth Hopkins Housing Team Leader Sue Caley

Alex Gibbons, Gill Gibbons, Diane Rowley, Henry Linton (Mears) Louise Hood, Mitch James, Colin Hood, Wayne Fowkes (Mears)

Denise James and Wayne Fowkes (Mears)

Colin Hood and Jean Foster (Committee Members)

W O L V E R H A M P T O N A N D B L A C K C O U N T R Y

Carnival bigger and better than everThe Wolverhampton Customer Carnival returned this year andas promised it was bigger and better than ever. Were you there?

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W O L V E R H A M P T O N A N D B L A C K C O U N T R Y

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WHO’S WHO IN YOUR AREA?To contact your local Customer Involvement Officer orHousing Team Leader, please call 0345 6020 540 andask to be put through to the relevant person.

Customer Involvement Officer Anikah Miller-RyanText/call on 07767 474 361.Housing Team Leader Dawn Finnan

If you would like help to access or understand any of our information call us on0345 60 20 540 or email us at [email protected]

Would you liketo get involved

in editing or contributing to Heartbeat?

CALL US ON0345 60 20 540

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Your Money Advisors are: From left to right Front row - TraceyChisholm, Lucy Mosedale. Middle - Helen Zamorski, Danielle Lewis-Rogers. Rear - John Jackson, Joanne Burns, Sarah Golding

Our expert money adviceteam offer free, unbiasedand confidential adviceand information about anydebt or benefit problemyou may have. We helpyou by:

l Making sure you are receiving all the benefits to which you are entitled

l Advising you on how to deal with financial problems and helping you to negotiate with the people you owe money to

l Offering ongoing help and support.

Call 0345 60 20 540and ask to speak to a Money Advisor

Celebrating 25 years of Money Advice

5. heartbeat winter 2012 issue 22

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