Earlier this year, Watford Borough Council set up a task group to look at the service we provide to you. The group asked for comments from you on issues such as repairs, communications and customer service.In September the group published 20 recommendations about how we can deliver better services. We are looking at how we can build these recommendations into our improvement plans. Many of them are issues we are already dealing with. For example, we are currently reviewing our customer services to make sure you get a quicker response from our customer service centre because we know that waiting times are too long at the moment. (However, if you do not want to

Awards for the Trust Pages 2 and 4

Your new representatives Page 5

Bikes provided to jobseekers Page 7

Money and benefits advice Page 9

Update on service charges Page 12

wait on the phone, remember you can press the star key to leave a message and someone will call you back when someone is free).Our top priority continues to be to make sure you receive the best customer service from us. We know that while we often provide excellent service there is still some way to go, particularly when it comes to communicating with you about repairs and other issues that you report to the Trust. However we are also proud of the huge strides we have made over the last six years, including investing £66 million to improve our homes and delivering the promises we made at transfer. You can read our response to the Task Group’s recommendations on our website at www.wcht.org.uk/our-news, or you can contact us to ask for a printed copy on 01923 209 051.

Winter 2013

Spotlight on the TrustWhat’sinside

2

Gold recognition for the Trust!We were delighted to achieve the Investors in People – Gold award in September.

‘Investors in People’ is a way of measuring whether an organisation is a good employer. Gold is the highest rating and only a small number of employers achieve this.

We achieved Gold status after an independent assessment was carried out at the Trust earlier this year.

It found that there was strong leadership at the Trust, and that our staff are committed to our vision of ‘Better homes, friendlier communities – together’.

The report also praised the Trust for going the extra mile to support the local community through programmes like Challenge 6.

You can find out more on our website at www.wcht.org.uk/gold

Gateway News

Chief Executive’s Welcome

One of the most rewarding things about being the Chief Executive of the Trust is that I get to hear some really positive

stories about how we have helped residents in Watford and Three Rivers. We often receive heartfelt compliments, whether for sorting out an urgent repair, giving someone the new kitchen they sorely needed, or simply providing someone with a much better home.

The flip side is that I also know when things are not going well, and we had some examples of this at Watford Borough Council’s task group meeting back in August. We heard about tenants having to chase us because they did not hear back about repairs, very long wait times when calling our customer service centre, and other occasions when the service we provided was simply not up to scratch.

As a community business for Watford and Three Rivers, we want to provide excellent services. We know that we already do this most of the time, but also that we need to get better. That’s why we are improving our communications and reviewing our customer service centre to see how we can cut waiting times, and I hope you all start to notice the difference soon.

If you have any further suggestions about improving our services, please let us know by leaving us feedback on 01923 209 000 or at www.wcht.org.uk/feedback. Or why not become a member so you can join in one of our Gateway programmes? You can see more information about these on page 6.

Tina Barnard, Chief Executive Watford Community Housing Trust

Welcome to the Winter edition of Gateway News.

Would you rather receive Gateway News by email?If you would like us to stop sending you Gateway News by post, please drop us an email so we can send you an electronic version instead. This will help us to save money on printing and postage.

Please email communications@wcht.org.uk.

Please put ‘Gateway News’ in the subject heading, and include your name and address in the email so we can remove you from our mailing list.

3

Winter 2013

After a woman was attacked recently in the Sherwoods area, a resident reported concerns that the assailant had been hiding in some shrubs that had become overgrown. We trimmed and tidied the shrubs to make the area safer – and received thanks from the resident for a good job.

Sherwoods

You said… we didEstate ServicesOur dedicated Estate Services team are here to make sure that your neighbourhood is well maintained. Here are just a few examples of how they have been helping residents in recent months.

Tenants in Northcotts retirement housing scheme were unable to use the car park as local residents were parking in there, plus it was waterlogged in bad weather. The bays have all been marked out for staff and residents only plus a drain installed.

Hillside

At a recent Community Action Group meeting, residents told us that the car parking markings by the flat blocks had faded and looked shabby, leading to poor parking in the area. One of our Estate Services team visited the site the same week and the lines will soon be repainted.

Radlett Road

The resident of a house in Leggatts Way was unable to go out of his front gate as he has mobility problems and the path running along the fence line was uneven and damaged. The path belongs to the Trust so we re-laid the path and removed tree roots. The resident is now very happy that he is able to get out and about.

Leggatts

Tenants in Summer Place retirement housing scheme were having problems parking as the spaces were being filled with people dropping children off at the local school. We had the lines painted to make full use of the space available and put up a post and chain. Now the tenants can lock the car park at peak times and ensure that they and their guests are able to park.

Holywell

About the team

Our Estate Services team care for the appearance of your estate and grounds maintenance, including grass cutting, shrub beds, caretaking, internal and external communal cleaning and renting of garages.

Jane Pursey, Estate Services Team Leader, 01923 209122, jane.pursey@wcht.org.ukMarcin Danciewicz, Estate Services Officer, 01923 209162, marcin.dankiewicz@wcht.org.ukBarry Gill, Site Officer, 07801 561157 (caretaking service in Meriden and Spur Close)Gareth Hart, Site Officer, 07506 134431 (caretaking service in Radlett Road, Boundary Way and part of Holywell)Richard Baker, Site Officer, 07789 396452 (caretaking service in Gulletwood, Coates Dell, Edward Amey and part of Holywell)

Work being carried out in Leggatts Way

We are looking at options for some of our other car parks, including introducing controlled permit parking in some areas. This is a longer term project as formal consultation will be needed, but we look forward to updating you soon.

Gateway News

We have challenged all our staff to donate six hours of their time to help the local community this year – and we have had some fantastic results.We wanted to celebrate six years as a community gateway by doing something special, so we came up with Challenge 6. This is where all our staff are encouraged to spend at least six hours helping a local community group or charity before April 2014.Here are just some of the ways our staff are responding to the challenge!Watford Foodbank: staff took part in supermarket collections, helped to deliver food to the warehouse, weighed donations, filled shelves

and made up food parcels. They even persuaded Watford’s MP, Richard Harrington, to join in!Watford Works: staff supported Watford FC Community Trust’s ‘Watford Works’ programme by carrying out mock job interviews for young people to boost their skills and confidence. Herts Pride: the Trust sponsored Hertfordshire’s first Pride event in Cassiobury Park this summer (see page 13), and lots of staff volunteered to help. Some spent the day as marshals, others ran stalls, and some helped with setting up and clearing away. The Garden Gang: a group of staff have been helping some of our older tenants to manage their

gardens and it’s amazing what a difference they’ve made! They have also transformed a bare plot of land at the new Leavesden Green Community Hub into a green space for all the local community.Watford New Hope Trust: our volunteers helped homeless people by working in the New Hope Trust’s day centre kitchen serving breakfast, hot drinks, soup and sandwiches. Helping local charities: staff have been supporting the Peace Hospice by taking part in Push for the Peace, raising money for Harefields Hospital by completing the Harefields Fun Run, volunteering in charity shops… and much more!

Throwing down the gauntlet!

The Trust has won a prestigious ‘Building Futures’ award for our work in Boundary Way.We are working with Three Rivers District Council and Watford Borough Council to provide external wall insulation to 118 houses on the estate. The partnership won the award for ‘Outstanding Commitment to a Changing Climate’.

Award for Boundary Way projectThe project is not only making the homes cheaper to heat but more attractive too, by covering the grey pebbledash walls with brick cladding and a bright render.Trust tenant Karen Bleir, pictured, said, “I think that what they’ve done to the houses is lovely, I really do. It looks so much better now and we’ve really noticed a difference in the heating.”

5

Winter 2013

Election results

Board electionsOur members elected two new tenant/leaseholder board members at our annual general meeting, Carole O’Donnell and Brian Trowbridge. Carole works in the local community to address individual needs and help people to work towards achieving their goals. Brian has extensive managerial experience as well as longstanding involvement with the Trust through our former Gateway Committee and Gateway Leadership Team.They replace Diane Lee (who was also our Chair) and Dave Smith, who stepped down after serving their maximum terms on our Board. We’d like to thank them for their hard work and dedication and wish them all the very best for the future.Members also voted for the Trust to have a paid Chair for the first time. Many other housing associations do this; it will help us to attract skilled and experienced people to the role when we advertise it in March 2014. In the meantime John Swinney is the Trust’s interim Chair. He joined

the Trust’s Board in September 2012 and is a Director at Carillion Energy Services, having previously been Chief Executive of Pinnacle PSG.

Gateway Leadership Team electionsWe have a team of nine elected residents (plus three co-optees) to ensure our communities have a strong voice. Following the elections this summer we welcomed five new members: Sha Ata, Teresa Barlow, Howard Gould, Fatoumatta Jallow and Patrick Ouro-Gnao. The GLT meet on a regular basis to discuss the services the Trust provides and how we can improve them, and they also have a slot at our Board meetings so they can feed in residents’ views. You can also read more about the Gateway programmes on page 6 – this is a great opportunity to have a say on our services.Recently the GLT made a short film to explain what they do and promote the benefits of joining the Trust as a member. To see it, go to www.wcht.org.uk /film.

Our BoardJohn Swinney – Chair (independent)Chris Meade – Vice Chair (tenant/leaseholder) Peter Hammond (tenant/leaseholder)Kareen Hastrick (Watford Borough Council nominee)Jeremy Kape (independent)Bernadette Laventure (Watford Borough Council nominee)Judith Moores (tenant/leaseholder)Carole O’Donnell (tenant/leaseholder)Robert Rabinowitz (independent)Robert Robinson (independent)Brian Trowbridge (tenant/leaseholder)

Our GLTShah AtaAvril Barclay Teresa BarlowShenaz Ghani Mazie Gibson Howard GouldHope Isoka-OnwordiFatoumatta JallowGeoff O’ConnellPatrick Ouro-GnaoCara SmalleyNaomi Welch

Putting your views at the heart of our decision making is important to us. Here you can find out who takes those decisions – and who makes sure your views are listened to! If you are interested in Board membership, contact Karen Airey at the Trust on 01923 209 061.

Gateway News

6

Ballroom dancingBasic ballroom techniques and more – for people of all abilities!From 11.00am every Wednesday – Northcotts, Long Elms Close, Abbots Langley WD25 0PDFrom 2.00pm every Thursday – Woodfields, George Street, Watford WD18 0BS

Tai ChiTai Chi is a type of gentle exercise that combines deep breathing and relaxation with slow movements. It’s a way of improving your balance and mobility, and can help to increase the muscle strength in your legs.Every Wednesday 12.00pm – Dale Court, 126 High Road, Leavesden WD25 7BP2.00pm – Summer Place, High View, Watford WD18 6NW

Christmas carols with the Meridien Brass Band!Friday 20th December 1.00pm – Summer Place, High View, Watford WD18 6NW2.30pm – Lincoln Court, Haines Way, Leavesden WD27 7QU4.00pm – Hollytree House, Gammons Lane WD24 5JTThese activities are for all our tenants and the wider community. We are also holding other events including lunch clubs and bacon butty/coffee mornings.

Activities for the Nifty (Over) Fifties!

We hold regular meetings where you can come in and have your say on our services. This is a great opportunity to have a direct impact on what we do. All meetings take place at Gateway House in Clarendon Road.These meetings are for our members. Joining is easy and free – call 01923 209183 to find out more.

We are providing activities in some of our retirement living schemes to improve the health and wellbeing of residents over 50.

Gateway programmes – help improve our services!

These meetings look at three areas:Making Membership Meaningful At our last meeting we… Agreed the design of a new ‘loyalty card’, suggested by our members, to reward residents for taking part in Trust consultation activities.Our next meeting is on: Weds 15th January at 7pm

Communications and Information At our last meeting we… had a workshop to ask how we should improve our communications.

Tenants said our Customer Services team are excellent but communications can break down when it comes to repairs, so we are going to improve this.Our next meeting is on: Thurs 13th February at 11am

Communities At our last meeting we… looked at how we deal with anti-social behaviour, and also discussed our New Business Strategy which drives how we provide new affordable homes and employment opportunities.Our next meeting is on: Weds 19th March at 7pm

For more information contact Vanessa Wright on 01923 209218.

We are taking part in the annual Dragons’ Apprentice Challenge – this is a scheme by Watford and Three Rivers Trust where pupils from a local school are paired with a charity and, with the support of a business mentor, they are challenged to come up with exciting fundraising projects.

Together with Thrive Homes we are mentoring Team Invictus from Francis Combe Academy.

They are raising money for audio descriptions and captions at the Palace Theatre, so that people with visual and hearing impairments can enjoy performances there. They aim to turn £100 of ‘seed capital’ into £1000 for their cause by January 31st.

Invictus has been very successful so far, and their activities have included a car wash afternoon at the Trust, together with a cake

sale to celebrate our ‘Challenge 6’ programme. They are also holding a charity auction on Ebay throughout December, with items including signed Arsenal memorabilia and a gaming bundle.

They are also holding a charity film morning at 9am on Sunday 15th December showing Monsters Inc 3D for just £5 – call the Palace Theatre Box Office on 01923 225671 to buy your tickets.

Dragons’ Apprentice

We have linked up with them to offer you a bike and safety gear if you have been out of work for over six months. If you find work within a year you get to keep the bike!You will be supplied with:• Onereconditionedbicycle• Onehelmet• Onehi-vizvest• Onelockchain• Quarterlybikechecksandone

free annual service

All we ask is a £15 deposit – and there are the following conditions:• JointheMyWorkSearchwebsite• ReviewprogresswithTrustatsix

months and nine months• VisitWatfordCycleHubforbike

selection and cycling induction• Mandatoryquarterlyvisitsto

Watford Cycle Hub for Dr Bike in year 1

• Mandatoryannual service • Biketobereturnedif

you have not found work within a year

Bike Back to Work – healthy affordable transport for jobseekers

Congratulations to Diane!We were delighted that our former Chair, Diane Lee, won this year’s ‘Special Achievement’ Audentior Award from Watford Borough Council. A tenant of the Trust, Diane became our Chair in 2007 and stayed for the maximum six year term. She had a major role in shaping the organisation and ensuring that we delivered our transfer promises. Many congratulations!

We are proud to support Watford Cycle Hub – a social enterprise at Holywell Community Centre that repairs and recycles bikes and promotes safe cycling in the town.

For further information contact Nazma Abdul-Karim on 01923 209 114.

7

Winter 2013

Gateway News

8

What is Universal Credit?Universal Credit will merge together some of the payments and tax credits that you might be getting now into one simpler, monthly payment. It will replace Income-based Jobseeker’s Allowance, Income-related Employment and Support Allowance, Income Support Child Tax Credit, Working Tax Credit and Housing Benefit.

Will I be worse off?You will not be any worse off under Universal Credit as long as your circumstances don’t change. But the payment will only be made once a month and the housing benefit part

Get ready for Universal Credit

of the Credit will be paid directly to you. This means you will be responsible for paying all your own rent rather than having it paid to the Trust.You will need to make sure that the payment lasts you the month and that you have enough money to pay the rent. Setting up a Direct Debit with us will give you peace of mind that your rent will be paid on time.

When does it start?Universal Credit is being introduced gradually between now and 2017 and is already being used in some parts of the country. A start date hasn’t been set for Watford and Three Rivers, but it

makes sense to prepare now.

How will it be paid?Universal Credit will be paid monthly into a bank account. If you and your partner are both eligible, you will get one monthly payment for the household. You will need to have an account that can receive automated payments. These include a current account, a basic bank account, a ‘jam jar’ account, a Post Office card account – or a prepaid card like credEcardplus (see opposite page).If you have any queries about benefits or paying your rent, contact the Trust on 01923 209 111 – our income team will be happy to help.

The new Personal Independence PaymentAre you aged between 16 and 64, with a long-term disability or health condition? Perhaps you are a carer or are claiming Disability Living Allowance?

If so, then you might be interested to know that the Personal Independence Plan (PIP) is a new benefit which will replace Disability Living Allowance (DLA) for people aged 16 to 64. It provides help towards some of the extra costs you might experience due to having a long term disability or health condition.

From 10 June 2013, new claims for PIP have been processed

throughout Britain. It is no longer possible for anyone aged over 16 to start a new claim for DLA.If you are already claiming DLA, then you will be contacted and invited to apply for PIP. This was due to start nationally from 28 October 2013. However, there have been delays in some

parts of the country, including Hertfordshire. It is now expected that existing claimants will be contacted between October 2015 and 2018. It will not be possible to stay on DLA.

Help look after your money with…

As a Trust tenant, you are entitled to the new credEcardplus. If you find it hard to open a bank account or have difficulty looking after your money this is a real alternative.CredEcardplus is a prepaid card that works like a normal bank card. You can have your wages or benefits paid onto it, use it to pay your rent and your bills, and use it to pay for your shopping online and in the high street.•Youcannotgooverdrawn•Nevermissabillpayment•Ensureyouonlyspendwhat

you can afford!

And you will get cash back every time you use it at some of your favourite stores – including 4% cashback in Asda, B&Q and Homebase, 6% cashback in Toys R Us and 7% cashback in Halfords.No credit check or complicated forms! To apply you will need to join Watford Credit Union. Contact them on 01923 236401 or at info@watfordcreditunion.co.uk.

Keep warm, stay well!Keep Warm, Stay Well is a scheme that offers support if you are struggling with the cold or with paying your fuel bills.Hertfordshire County Council has teamed up with all 10 district councils and other agencies to help those at risk from cold-related illness, such as young children, older people and those with long term health conditions. If you are at risk you could be offered a range of free support that includes insulation and draught-proofing, emergency heaters and advice on making your home more energy efficient. There’s also advice on paying bills, including how to get grants and benefits that could help.If you are worried about keeping warm and well you can contact HertsHelp for information and advice on 0300 123 4044 or email info@hertshelp.net.

9

Winter 2013

Offer ends 31st December!The easiest way to make your rent payments is by Direct Debit – it is quick, convenient, prevents arrears and gives you peace of mind. And as an extra incentive, if you set up a Direct Debit before January we will offer you free contents insurance for 12 months.Remember the Trust does not insure your furniture, belongings or decorations against theft, fire, vandalism, burst pipes or other household risks. The My Home Contents Insurance Scheme, in conjunction with Thistle Tenant Risks and Allianz Insurance, is designed with tenants in mind and there is no excess to pay if you make a claim.You can set up a direct debit by calling the Rent Team on 01923 209 111 and we will agree an amount to collect to ensure your account remains up to date. You will be covered by the direct debit indemnity scheme in the event of any problem.

Find it hard to open a bank account? Use credEcardplus and get money back from your favourite stores!

Free contents insurance if you set up a Direct Debit

Gateway News

10

• whenatenantlivessomewhereelse and unlawfully sublets the home, usually for profit

• whenatenantabandonstheproperty

• ifsomeonetakesoveratenancywithout our permission

• obtainingahomebydeception,for example by claiming you are homeless when you are not, or by using false identity documents.

Following a recent change in the law, subletting social housing is now a criminal offence. Tenancy fraud is a serious issue which means there is less social housing available for those who need it.Working with the two local authorities, we have jointly appointed a Tenancy Fraud Investigator, Nicola O’Brien. Her post, which has been created by

the Housing and Regeneration Initiative (HARI) and funded for 12 months by the Local Government Association, will investigate fraud, raise public awareness of the issue and share information with local housing associations such as the Trust.Earlier this year Nicola received a tip-off from a member of the public that one of our homes in the Holywell was unoccupied. We investigated this and found that the original tenant had never lived there. We have now reallocated this home to a new tenant.A new hotline has been set up so you can give information, anonymously if you prefer, to help combat tenancy fraud. The number is 0800 458 9200 or you can email tenancyfraud@threerivers.gov.uk.

We are working with Watford Borough Council and Three Rivers District Council to take action against tenancy fraud.

Cracking down on tenancy fraud

Events for leaseholders

Leaseholders and shared owners joined us at two information events early in November: a special presentation and Q&A session by the Leaseholder Advisory Service, followed by a drop-in evening where leaseholders could meet our staff.

Our next drop-in event is from 7pm on Monday 31st March 2014 at Holywell Community Centre off Tolpits Lane. Following feedback from our leaseholders we are now holding these events out in the community on weekday evenings, instead of at the Trust on a Saturday.

Thanks!As Trond approaches the final six months of his apprenticeship with the Trust the local branch of Travis Perkins kindly offered to assist with the supply of some of the tools and equipment that he will require now and in the future. Trond’s course includes some very detailed instruction on the use of all tools so to have access to a complete range has helped him improve his skills across all areas of our repairs and maintenance service. The tools supplied included hammers, saws, stepladder and of course a toolbag.

Tenancy fraud is when someone lives in one of our homes illegally. Examples of this include:

11

Winter 2013

A film made by young people about different generations growing up in Watford had its ‘premiere’ at the Pump House in October.Parallel Lives was made for our Youth Opportunities programme, ‘Yo’. In it, the young people talk about their own experiences and interview older people living in the Trust’s retirement living schemes about their childhoods. They hear what it was like to live through rationing, at a time when most families did not have their own fridge, let alone a television. But the film also shows that the two generations have more in common than they first thought and both

Local groups: apply for grants of up to

If you are a member of a not-for-profit group that needs £500 (or less) to improve the work that your group does to make life better or the environment more attractive to local people, then get in touch with us!

We have funds available and we are sure there are plenty of groups out there in Watford and Three Rivers who could make good use of it.

In the past, money has gone on a range of things, such as:

• computers•contributionstochildren’sactivities•cafeequipment

So if you are part of a group that works to benefit your local community, and could do with some cash towards a community initiative, project and/or item of equipment, please get in touch with Sarah Askey on 01923 209240 or email her on sarah.askey@wcht.org.uk. We look forward to hearing from you!

Young people’s film explores ‘parallel lives’ in Watford See the film now at www.wcht.org.uk/film

to be asked my opinion of things. While making the film I learned that older people really are the same as us, they hungered for independence and freedom just like we do. And I think they found out that young people are not all bad.”

sides came away with a better understanding of each other. Robert Lock, a graduate trainee at the Trust, organised the project to break down barriers between young and old and also to equip young people living in the Trust’s neighbourhoods with career skills. Some of the young people will receive a nationally recognised ‘ASDAN’ qualification for volunteering, while three of them have gone on to take part in the National Citizenship Service through Youth Connexions. Elodie Mayo, said: “Making the film made me feel really independent, it was good

The Monday Club, a charity for adults with learning difficulties in Abbots

Langley, with a £500 Community Chest grant for their Christmas meal.

Our Community Chest Fund is a sum of money that can be used for community events and projects, and it is simple and straightforward to apply for.

Gateway News

12

Update on Service Charges

Roofs We are working on a programme of roof renewals to approximately 60 properties. Our contractor, Bensons, is working mostly in the Hillside area.

Boiler replacement During 2013 we have carried out a programme of boiler replacement. We have replaced over 370 old and inefficient back boilers. Not only are the new boilers more energy efficient but they are easier

In April 2013 the Trust started charging tenants for communal services such as lifts, communal cleaning, communal lighting and door entry systems.

We are introducing these charges gradually. This year you are paying 20% of the full charge and from April 2014 this will go up to 40%.

Also from April 2014 we will start charging for grounds maintenance, which is about keeping our communal grass, shrub and hard standing areas tidy and well looked after.

We will only charge you to look after grounds that are attached to your home, such as shrub beds attached to a block of flats. Tenants in houses will not be charged, and we will not charge you for the maintenance of larger open areas.

Our current contract with John O’Conner Ltd comes to an end in April 2014 so we have started the process of appointing a new contractor. We held five resident consultation meetings about this in August, which included two at Gateway House and three others out in our communities. We have also been discussing it with our Gateway Leadership Team.

If you have any questions about grounds maintenance, contact Sean Hurley on 01923 209 055.

Update on our improvement programme

to repair and service all of which should reduce costs to the Trust and our tenants.

Windows and doors Between January and April we will be replacing windows and doors to approximately 150 properties. We will shortly appoint a contractor and all tenants due to receive works will be contacted by the Trust. All windows and doors will be “Secure by Design” and have a high energy efficiency rating.

Contractor Area Surveyor

TSG North of the A41 Jason Hall

MPC South of the A41 Andrew Battell (except Harebreaks)

United House Harebreaks John Darwood

Kitchens and bathrooms We have started a programme of kitchen and bathroom replacement which will run until April. If your property is on the programme you will be contacted by both Trust staff and the contractor for your area. All work will be carried out to the Watford Quality Standard which has been agreed with tenant representatives.We have appointed three contractors who will be working in different areas. Each contractor/area will be managed by one of the Trust’s surveyors as follows:

Winter adviceStay well There are all sorts of ways you can stay warmer this winter – here are just a few tips.• Wearseveralthinlayers,rather

than one thick layer. This is because they trap warm air close to the body.

• Goforclothesmadefromwool,cotton or fleecy fabrics, if possible.

• Drawyourcurtains,assoonas it gets dark to stop the heat escaping and the draughts coming in.

• Keepanywindowsandinternaldoors closed when it’s cold – this will keep heat inside, where you most need it.

13

Winter 2013

LOOKING BACKHerts Pride We were proud to be one of the main sponsors of the first ever Herts Pride, which saw thousands of people flock to Cassiobury Park to celebrate LGBT life in Hertfordshire and beyond.

Watford 2013 This was the Trust’s flagship community event – a chance for residents to find out about opportunities to volunteer and get involved with local groups in Watford and Three Rivers (and enjoy entertainment and family activities!)

Celebrating Black History Month In October we celebrated Black History Month with an evening of African Caribbean food and music for staff and tenants at the Trust. There were speakers from the Watford African Caribbean Association including Clive Saunders, their Chair, who spoke about the past and looked to the future. Everyone who came had a great evening!

Celebrating Diwali We also supported Diwali, the Hindu festival of lights. Through our Community Chest Fund, we contributed to Watford Palace Theatre’s ‘Diwali at the Palace’ event with entertainment including Bollywood dancers, singing and beatboxing performances.

Events for all the community

COMING SOON!

Seasonal celebrations – entertainment for all ages and an appearance from Santa!Woodside Community Centre, The Brow 16th December, 2pm Eastbury Court, Longcroft 17th December, 4pmThese free events will feature a wide range of entertainment including jazz, magic performances and urban music. They are being organised by our two Community Organisers, Roy Martin and Caroline O’Leary, to bring people together and build friendlier communities. For more information about the work of our Community Organisers, call us on 01923 209 183.

Save money! If you are worried about energy costs, here are a few tips to keep your bills down.• Ifyouaregoingonholiday

during the winter, programme your boiler to come on one hour a day to stop any pipes freezing and prevent condensation.

• Ifyouleavealightonovernightin your child’s room or on a landing, use a low energy nightlight. They are cheap to buy and cost very little to run.

• Insteadoftraditionallights,look for LED Christmas lights, these produce less heat and provide big savings on energy consumption. Turn off more lights in the house to compensate for the energy used by the tree.

Our new vansWe have recently upgraded our fleet of Gateway Repairs Team vans and have updated the livery with a fresh new design. We’re very pleased with them – keep an eye out for them around and about!

Gateway News

14

Keep your home condensation-free!At this time of year your home can often experience condensation, especially on windows. This is because the windows are the coolest surface compared to the warmer walls. There are some simple measures that can be taken to minimise such condensation, these are:• Crossventilateyourhomefor

30 minutes a day to reduce condensation which builds up overnight – open a small window downstairs and a small one upstairs on opposite sides of the house or open trickle vents on windows

• Ventilateyourkitchenwhencooking, keep pan lids on

• Runthecoldwaterfirsttofillyour bath – it will reduce steam by 90%

• Keepkitchenandbathroomdoors closed

• Ensuretumbledriersareventedto the outside

• Hangyourwashingoutsidetodry if possible or in the bathroom with the door closed and a window open.

Watford town centre Work is almost complete on our first development of market rent homes at One Clarendon Road, above the Pret a Manger. These will be 21 high quality apartments with integral parking, under our new ‘Clarendon Living’ brand. The rental income we get from these homes will help towards providing more affordable housing for Watford and Three Rivers. If you are interested in viewing One Clarendon Road, please call 01923 209 109 to book an appointment.

Holywell Work on our 16 new affordable homes in Croxley View is almost complete and we expect to hand over the keys to tenants shortly. We are now consulting local residents about more homes and improvements to the external environment.

Mill End We have just started on site on our first new-build development in Three Rivers District, 27 new homes off The Queen’s Drive in Mill End. The development is due for completion late 2014.

Boundary Way Following consultation with the Boundary Way steering group, made up of local residents, about our plans to regenerate the neighbourhood we have made a ‘pre application’ submission to the planning departments in Three Rivers District Council and Watford Borough Council. We will go back to the community for more consultation when we have had a formal response.For more information on new developments contact the New Business Team on 01923 209288.

New homes update

15

Winter 2013

Email us: enquiries@wcht.org.ukAddress: Gateway House, 59 Clarendon Road,

Watford WD17 1LA

Useful contacts – the TrustGeneral enquiries: 01923 209 000

Repairs: 0800 218 2247 (free from a landline) or 01923 209 247

Rent enquiry: 01923 209 111

Anti-social behaviour: 01923 209 222

Disabled adaptations: 01923 209 220

Contact us

Don’t forget you can check your account online. Simply go to www.wcht.org.uk and click ‘My account’.

Gateway News

Useful contacts – other agencies

Council Tax: Watford Borough Council 01923 226 400 Three Rivers District Council 01923 776 611

Refuse collection: Veolia/Watford Borough Council 0203 5676 900 Three Rivers District Council 01923 776 611

Water supply: Affinity Water – 0845 782 3333 Thames Water – 0845 9200 800

Disabled parking badges: Hertfordshire County Council 0300 1234 050

Lost energy top-up card: Check with your supplier

When our customer service centre is busy, sometimes you have to wait for a while before your call is answered.

We are doing our best to cut these waiting times, but did you know you can use our Callback facility?

Simply press the star button on your phone and you can leave a message which will work its way up the queue without you having to stay on the line. When your message makes it to the top of the queue our systems will automatically call you back and connect you straight to a Customer Service Officer.

So the next time you are thinking of hanging up, why not hit star and ask for a Callback? You may be surprised just how quickly we call you back!

Easy… and absolutely FREE!

Don’t want to wait? Use Callback!

Our office will close at 1pm on Tuesday 24th December and reopen at 8.30pm on Monday 30th December. We will be open as normal on the 30th and 31st December but will be closed on Bank Holiday Wednesday 1st January.

Our Christmas opening hours