inclusion equality and diversity booklet

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Inclusion, Equality & Diversity

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Page 1: Inclusion equality and diversity booklet

Inclusion, Equality & Diversity

Page 2: Inclusion equality and diversity booklet

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Inclusion, Equality & Diversity

Coast & Country is committed to offering services that meet the needs of all of our tenants and customers.

This leaflet gives information about the support that is available to help you get the most out of the services that Coast & Country offer.

If you are interested in our approach to Inclusion, Equality and Diversity, we would love to talk to you about our commitment. If there is anything else in this leaflet that you would like more information about, just contact us on 01642 771300 or by email at [email protected].

Reporting Hate Crime

Did you know that all Coast & Country Housing offices are Hate Crime Reporting Centres?

That means you can call in to see us and report hate crime in a safe place.

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‘About You’‘About You’ is a survey that we regularly send to all of our tenants, helping us to understand more about the services you value and how we can better deliver them to meet your needs.

We know, for example, that around half of our tenants are aged over 55, so we actively look at the services that we offer to older people. The survey also gives you the opportunity to tell us what you need as an individual. If you have poor eyesight for example, we can send you large print versions of any of our literature.

You might wonder why we need to know some of the more personal details about you, like your religion and sexuality, for example. We ask these types of question so that we can make sure services are being accessed by all groups and that satisfaction with those services is the same as it is elsewhere. If satisfaction is lower within these groups, it tells us that we need to look again at our services and how we are delivering them.

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Did you know?• Coast & Country can produce documents in large print on request.• Hearing loops, signers or translators are available at Coast & Country

events.• We are committed to writing in Plain English so that publications are

easy to understand.• If you cannot speak or read English, we offer a translation service to

help you understand.• Our website has been designed to be accessible to as many people as

possible.• We have a Tenant Communications Panel who help us to ensure

documents are fit for purpose. When you visit our main offices:• We have baby changing facilities.• We have accessible parking and facilities.

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Repairs and Maintenance

Did you know?• We help older people to change their batteries in smoke alarms and carbon

monoxide detectors.• We give priority to vulnerable tenants when the repair required is causing a

serious problem.• A repair or maintenance appointment can be arranged to fit around

childcare.• We can provide a gardening service for a small charge, which in some cases

can be claimed through housing benefit.• We can fit flashing doorbells for deaf people, so they know when someone

is at the door.

Help to find a home

We can help you to find a home. If you are not currently registered for a housing application, please contact your local Housing Office who will be happy to help.

Page 6: Inclusion equality and diversity booklet

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Resident Involvement

We make sure our services are shaped around you by listening to your views about the services that we provide.

To support you to get involved we offer:• A refund of out of pocket expenses• Transport to and from meetings and events• Accessible venues• Information in different formats• Hearing loops or signers if required• One to one support• An induction pack• Help with caring responsibilities.

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Benefit and Money Advice

Coast & Country’s Benefit and Money Advice team are here to advise and support you.

You can get help and advice about:

• How to keep your rent up-to-date.

• Checking you are getting the right benefits.

• Help filling in benefit forms and getting claims backdated.

• How to manage your money.• How to get home contents

insurance.

• How to open a bank, savings or community bank account.

• Getting you the best deals on low cost loans and checking what grants you may be entitled to.

• Saving money on gas, electricity and other bills.

• How to avoid getting into debt or how to get out of debt.

Start Right, Stay Right

We have a team, funded by the Big Lottery, who help new tenants to get off to the best possible start in their homes by helping with a range of money matters.

£

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Support to Get Back Into Work

Coast & Country’s New Directions team, which is part of the Youth Employment Initiative and funded by the European Social Fund, offers young people aged 15 – 29 advice and guidance to help get them move into work, training or education.

We provide tailored support with:

• One-to-one advice and guidance.• Access to employment opportunities and work experience placements.• Help to develop the skills that businesses need.• Access to a range of training courses and qualifications.• Confidence building and interview and CV skills.• Ongoing support once you are in work.

Coast & Country’s community training and resource centre, Westfield Farm provides you with help and support you need to get into work.

We run a work hub each week were you can receive support with:• Job searching• CV and application forms• Interview preparation.

A Tees Valley YEI initiative

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We also create opportunities for people to volunteer at the Farm, to try something new, gain experience, develop skills, improve your career prospects, build confidence and meet new people.

We’re even set up as a UK Online Centre, giving you access to the internet and all the benefits it brings. We also offer digital training for all levels of ability, so you don’t need to worry if you’re not quite the computer whizz you’d like to be – we can help.

HomeCall

HomeCall Independent Living Service (part of Coast & Country Housing) is dedicated to meeting the needs of those who need support to stay living independently at home. The service helps people to remain in their homes, safely and securely for as long as possible.

The service provides customers with access to 24/7 support at the touch of a button, every day of the year.

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Carer’s Emergency Card Scheme

This scheme offers peace of mind for carers. Carers who are worried about what would happen if they were taken ill or not able to get to the person they care for may benefit from this service. If the carer is not available for whatever reason, action is planned to support the cared-for person in their place.

Adaptations

We provide an adaptations service for our tenants to support them to live safely and more confidently within their home.

We carry out adaptations, such as:

• Grab rails• Hand rails• Banisters• Half steps• Lever taps

Some types of adaptations can be undertaken without a formal assessment, known as Adaptations Without Delay (AWD) whilst more complex needs will be assessed and referred from Health and Social Care professionals.

For adaptation works outside of the scope of our policy, the Council will undertake an assessment of need and consider whether tenants are eligible for assistance.

• Door widening• Additional sockets• Additional lights• Door entry systems• Straight stair lifts.

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We don’t tolerate…

Hate CrimeHate crime is when crime, nuisance, harassment or anti-social behaviour is directed at members of identified groups, such as gay men or women and people with physical or mental disabilities. Coast & Country is committed to making sure that all tenants enjoy the right to peace, quiet and security in their own homes. The Company works hard in partnership with organisations including the Council and the Police, to keep neighbourhoods tolerant and respectful places to live in.

Hate crime can seriously impact on the lives of individuals and can disrupt whole communities. All of our offices are third party reporting centres, meaning anyone (including a witness or someone on behalf of the victim) can visit to report hate crime. Look out for ‘H8’ stickers in the windows. We treat all reports seriously and confidentially and will take action where this is agreed with the victim.

Domestic AbuseAs part of Coast & Country’s Domestic Abuse policy we provide additional security measures to tenant’s homes and support the Council’s Sanctuary scheme which can result in measures such as:

• Lock changes• External lighting• Window limiters• Panic alarm• New external door locks• Creating a ‘safe room’.

Page 12: Inclusion equality and diversity booklet

01642 771300

07860 017148

[email protected]

14 Ennis Square, Dormanstown, Redcar, TS10 5JR

www.coastandcountryhousing.org.uk

Contact us

© COAST & COUNTRY 2016