streets ahead - june 2011

THE MAGAZINE FOR FREEBRIDGE COMMUNITY HOUSING TENANTS

(SEE PAGE 4)

STREETS AHEAD

DEVELOPING HOMES AND CREATING OPPORTUNITIES

FOR PEOPLE WITHIN WEST NORFOLK

JUNE 2011

WINNERS AND PRESENTERS AT THE FREEBRIDGE TENANT AWARDS 2011

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FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 3

Work has begun on the construction of twelve new homes at Fairstead, King’s Lynn.

The new homes, which are being built on the former Fairstead pub site, will provide much needed housing for the local community. As part of the development, ten homes will be built for affordable rent and two homes will be made available for low-cost home ownership. The homes will include one and two bedroom fl ats and two, three and four bedroom houses.

The new homes are due to be completed in early 2012 and are being developed by Freebridge as a member of e², a group of local housing associations who are working together. Hill Partnerships are carrying out the building work and the Borough Council of King’s Lynn and West Norfolk support the development. The Homes & Communities Agency (HCA), the national housing and regeneration agency, has invested £486,000 into the scheme, along with Freebridge which has invested around £850,000.

Visitors to Monk’s Close in Bircham Newton are being given a warm welcome to the area after a new sign was unveiled at the end of February.

The new sign was designed by Sky Knight, 11, after the youngster won a competition to come up with a design for the sign. The competition was held at the Monk’s Close consultation day in summer 2010.

The sign is just the latest in a series of improvements in the area which are being carried out as part of Freebridge’s work with residents, local business and other organisations to improve the facilities in Monk’s Close. Other improvements have included a minibus service, a mother and toddler group and a newsletter for the community.

NEW HOMES SET FOR FAIRSTEADWELCOME TO YOUR NEW-LOOK STREETS AHEAD

NEW MONK’S CLOSE SIGN UNVEILED

Tony Hall, Freebridge’s Chief Executive said: “Through this development we will be able to provide homes for residents who want to fi nd a new place to rent or buy in Fairstead.”

The Fairstead pub site was bought in 2007 by the Borough Council as part of the Improving Neighbourhood Programme to remove an eyesore from the local community.

2 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11

A warm welcome to your new-look Streets Ahead! As you can see, the newsletter has been revamped and given a fresh new look. We have also introduced some new articles which we hope will be of interest. We have given Streets Ahead a new look following feedback you gave us in the survey we ran last year,

and at a special focus group which some of you attended in January. We hope you enjoy reading this issue of Streets Ahead. If you would like to get in touch with us, please contact the Communications & Engagement team on 03332 404 444 or email [email protected]

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Welcome to your new-look Streets Ahead .......................2

New homes set for Fairstead ...............................3

New Monk’s Close Sign Unveiled ................................3

Tenants’ shine at Awards night .................4-5

Revamped lounge a ‘Haven’ for residents ............6

Hillington Square: plans move forward ..............7

Park Road Flats given pastel makeover ...................7

Freebridge Joiner Named Apprentice of the Year ..........8

Application for Shareholding and Regulations .............. 9-10

Tenant Satisfaction on the Rise ..........................11

Wanted: board members ....11

Ian comes on Board ...........11

Norfolk tenants at conference .................... 12-13

Your Letters ........................14

Tenant Panel update ..........15

Win shopping vouchers ......15

Freebridge at fi ve ......... 16-17

Communal Co-operation ...18

Photography Competition ..19

You Ask the Questions .. 20-21

Freebridge Community Housing’s Performance Jan – Mar 11 .......................22

Data ProtectionFair Processing Notice .......23

Decent Homes Update .......23

Fancy getting paid to shop?........... 23

CONTENTS PAGE

Work gets underway on new homes at Fairstead. At the front of the picture

are Andy Gledhill of Hill Partnerships and Jeremy Mason, Development

Manager with Freebridge.

The Freebridge Communications & Customer Engagement team.

The Fairstead pub which formerly

occupied the site.

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TENANTS’ SHINE AT AWARDS NIGHT


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Freebridge tenants from

across West Norfolk

were recognised for the

difference they are making

within their communities

at this year’s Tenant

Awards Ceremony.

The event, which took place at King’s Lynn Town Hall on 1st April, was attended by around 100 tenants who came along to see friends, family and neighbours awarded for the contribution they are making to other people’s lives.

The awards were presented by the former Mayor of King’s Lynn & West Norfolk, Councillor Mrs Zipha Christopher, the Chair and Chief Executive of Freebridge Ray Johnson and Tony Hall, and the Chair of Tenants of West Norfolk Albert Havard. EDP King’s Lynn Chief Reporter Chris Bishop and KLFM Presenter and Newsreader Alix Young also gave out awards on the night.

The winners were chosen by a panel of judges from a long list of nominees across categories such as Good Neighbour and Inspiration to Others. This year for the fi rst time, a Winner of Winners award was also given, recognising the huge impact one nominee had made. And there was also a special staff achievement award for two members of the Property Services team who always give excellent customer service. The full list of winners were:

Tony Hall, Chief Executive for Freebridge said: “This is the fi fth year that we have run the Freebridge tenant awards and as in previous years, I am staggered by the sheer generosity of spirit and commitment that our tenants show.”

Former Borough Mayor, Cllr Zipha Christopher, said: “I think it is wonderful that the tenants have been nominated for these Awards, which show that they give so much to their communities.

Oliver Templeman & Daniel Clarke: ‘ We have had numerous messages of thanks for this duo. They are ‘very good workers, very clean & tidy’ and polite and had done an absolutely excellent job.’

Wendy Askew: ‘Wendy supports many organisations in her local community.....a truly remarkable woman.’

Ashley Emerson: ‘Ashley is honest, with a hard working mature attitude and a fantastic sense of responsibility which defi es his tender years.’

Ian Wakefi eld: ‘His family say he is the ‘best of the best’.’

Sarah Thorne: ‘She is an amazing little trooper!’

• Good Neighbour – Graham Matless

• Community Champion – Wendy Askew

• Inspiration to Others – Ian Wakefi eld

• Young Inspiration to Others - Sarah Thorne

• Young Champion - Ashley Emerson

• The Winner of Winners – Ashley Emerson

• Special Staff Achievement Award - Oliver Templeman and Daniel Clarke

Ashley Emerson receiving his Winner of Winners award from then Mayor of King’s Lynn & West Norfolk Councillor Zipha Christopher

Guests arriving at the Town Hall for the awards ceremony

Sarah Thorne receiving her award from EDP Chief Reporter Chris Bishop

Tony Hall presents awards to Oliver Templeman and Daniel Clarke

Find out more: [email protected] or 03332 404 444

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Residents of Freebridge

Haven can now socialise

and relax in an improved

communal area after

Henry Bellingham,

MP for North West

Norfolk, reopened the

development’s revamped

lounge in March.

As part of the £350,000 revamp, environmental improvements have been made so that the building is more energy effi cient. Special bat bricks were even included into the building for the protected bats who roost there!

Henry Bellingham said: “I am delighted to reopen the communal area which will be a place where the scheme’s residents can meet and socialise in pleasant surroundings.”

Freebridge Haven consists of 35 bungalows, in a quiet residential cul-de-sac in West Winch, which were built in 1964 and renovated in 2009. The scheme aims to provide housing for independent living, primarily for older people over 60 years of age or over 55 with a need for a housing support.

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The plans for Hillington

Square have moved forward

with the appointment of

the architects who will be

drawing up the designs for

the area.

Mae LLP has been chosen as the architect to carry out the redesign of the estate from a shortlist of eight architects. Mae was chosen by a panel of people which included Hillington Square residents, Freebridge Community Housing representatives and Wayne Hemingway who is leading the overall redesign of the area.

exciting scheme and with the help of our residents we aim to transform the area into a place people are proud to live.”

What happens next? The next stage of the redesign of the Square will be consultation with residents around the plans for the area which will take place this summer. We will contact residents of Hillington Square beforehand to let them know when this is taking place.

The Hillington Square project has attracted huge attention, with 77 architecture companies showing an interest in redesigning the area when the search for an architect was fi rst announced.

Alex Ely, Partner at Mae said: “We are pleased to have the opportunity to work with the community and Freebridge Community Housing to help make a difference to the area. Through hard work and good design we can change Hillington Square for the better.”

Ray Johnson, Chair of Freebridge said: “Hillington Square is a very

REVAMPED LOUNGE A ‘HAVEN’ FOR RESIDENTS

HILLINGTON SQUARE: PLANS MOVE FORWARD

PARK ROAD FLATS GIVEN PASTEL MAKEOVERPark Road Flats in Hunstanton have been given a fresh makeover, ready for the summer. The 32 fl ats were previously a faded white colour but, after working with the Borough Council, all of the properties have been externally decorated in pastel colours.

Park Road Flats before......Park Road Flats after

Henry Bellingham, MP for North West Norfolk, reopens the communal lounge at

Freebridge Haven

The MP chats to local residents

Wayne and Gerardine Hemingway and Alex Ely, with Freebridge board

members and staff at Hillington Square

i i h d i h h

(from left to right) Alex Ely of Mae

architects, Wayne and Gerardine

Hemingway and Tony Hall,

Freebridge’s Chief Executive



Daniel, who has previously worked installing the interiors of coaches and lorries, has always wanted to work as a joiner. He said: “I have thoroughly enjoyed taking part in the training, and Colin and his team have been really supportive throughout the course. I am really delighted to be able to put my carpentry skills into practice with Freebridge.”

Daniel, who joined Freebridge in January 2010, studied for a Level 2 and Level 3 in woodwork with NTS, having gained the Level 1 qualifi cation when he was younger. During his training, he spent one day a week with NTS working towards the qualifi cations.

(left to right) Daniel Woodhouse with trainer Colin Fowler of NTS and Assistant

Director of Property Services Colin Davison.


I apply to become a shareholder of Freebridge Community Housing Limited, of which I am a tenant.

I agree to be bound by the Rules of Freebridge Community Housing Limited and to act at all times in the interests of the association and for the benefi t of the community.

I have read the Tenant Shareholding Regulations set out overleaf.

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Application for Shareholding of

Freebridge Community Housing Limited

REGISTERED NUMBER 29744R

. IMPORTANT – Please read Tenant Shareholding Regulations overleaf before signing application.

Please return this completed form and post in a stamped envelope to:Governance Team, Freebridge Community Housing, Juniper House,

Austin Street, Kings Lynn, Norfolk PE30 1DZ.

For any enquiries, please telephone the Governance Team (01553) 667754or email [email protected]

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FREEBRIDGE JOINER NAMED APPRENTICE OF THE YEARFreebridge Joiner Daniel

Woodhouse has been

named Apprentice of the

Year by Norfolk Training

Services (NTS).

Daniel, 25 received the award because of the high standard of his work, his enthusiastic attitude and professional behaviour.

SIGNED:

DATE:

CONTACT DETAILS

NAME (IN FULL):

ADDRESS:

TELEPHONE NUMBER:

EMAIL ADDRESS:

Please state any forenames or surnames that you have previously been known

by (there is no need to include a maiden name).

Please state and give details if you are an employee or Board member of

another housing provider. Please let us know if this situation changes.

FAIR PROCESSING NOTICE

Freebridge Community Housing is collecting these details to enable us to process your application to become a shareholder. Unsuccessful applications will be kept for one year. Successful applications will be kept until one year after termination of shareholding and the details will be used to contact you in the course of duties as a shareholder. Some details of successful applicants will also be entered permanently into the statutory Register of Members and Duplicate Registers of Members. Should you require further information, please contact the Company Secretary (01553 667754) or the Data Protection Offi cer via the Freebridge ICT Servicedesk (01553 667800).

• All shareholders agree to be bound by the Rules of Freebridge and agree to act at all times in the interests of the association and for the benefi t of the community. You will be sent a copy of the Rules of Freebridge on acceptance as a shareholder.

• All applications for shareholding have to be approved by Freebridge’s Board of Directors. This means that there could be a delay of a few weeks between your application and you hearing back from us.

• Each share has the nominal value of £1, but you will not have to pay this. It will be paid from a special budget set aside by Freebridge.

• Shares have no right to interest, dividend or bonus.

• No tenant can hold more than one share.

• Shares will be offered to every person over the age of 16 who agrees to be bound by the Rules and is registered as a tenant of the association. (If you are on a starter tenancy, you will become eligible once your tenancy becomes fully assured).

• Shareholders can only belong to one class of shareholding (tenant, independent, Council).

• All shareholders will be entered in a Register held by Freebridge.

• A tenant shareholder will cease to be a shareholder if they:

- cease to be a tenant

- are in serious breach of their tenancy agreement

- become an employee of Freebridge

- hold or take up a post in a managerial role or in the Housing team at the Borough Council of King’s

Lynn and West Norfolk

- become, or have been within the past four years, a King’s Lynn and West Norfolk

Borough Councillor

- fail to attend or submit apologies for two general meetings and the Board resolves that they be

removed as a shareholder

- are expelled for “conduct detrimental to the association”.

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10 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 11

IAN COMES ON BOARDIan Pinches has joined the

Freebridge board as an

independent board member.

Ian is a semi-retired qualifi ed

accountant who has around

ten years experience

of working in housing

associations. He has

previously worked as a

Deputy Chief Executive and

Finance Director.

Earlier this year we sent some

of you a tenant satisfaction

survey. We chose at random

who got sent the surveys

with just over two and a half

thousand of you receiving one.

We run these surveys because

it’s useful to know how you think

we’re doing and by completing

the same survey each year we

can also fi nd out whether you

think we’re getting better or

worse and most importantly

which areas we still need to

improve in.

We’ve only just started looking at

the results for this year however

the good early news is that you

seem to be happier with the

services we provide with 88.2%

of you being either fairly or very

compared with 84.3% of you last

year. Obviously we’d like that

fi gure to be even higher however

we are pleased that it’s heading

in the right direction.

So a big thank you to all who returned their surveys, we’ll continue to look at the results and will use what you’ve said to help us shape the services we provide in the coming years.

TENANT SATISFACTION ON THE RISE

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Tenant Shareholding Regulations

WANTED: BOARD MEMBERSWe are still looking for

tenants who want to join our

board. As part of the board,

you will be able to have a

say on key issues about

the running of Freebridge,

such as how we are run,

how we communicate and

our policies and plans.

In return for attending

regular meetings, the board

members will be able to

learn new skills and develop

knowledge through the role.

The board member role is

voluntary but reasonable

expenses will be met.

For further information

contact [email protected]

or telephone

01553 667754.



Freebridge tenants met

with tenants from across

Norfolk at the fi rst

county-wide tenant

conference in March.

The conference, which took place at Norwich City Football Club, was attended by around 100 tenants from areas such as North Norfolk, Norwich and South Norfolk.

NORFOLK TENANTS COME TOGETHER AT FIRST COUNTY-WIDE CONFERENCE

Andy McKeogh of Hillington Square attended the conference. He said: “It was a fantastic opportunity for tenants to meet other tenants from across Norfolk.”

During the event, tenants were able to take part in group discussions around issues which matter to them, such as what it’s like to live in a rural community. The conference also gave tenants the opportunity to discuss setting up a Norfolk-wide tenant group which attendees were in favour of. The resident group is now being set up and Freebridge tenants are involved in the group.


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Freebridge tenants and staff go pitch-side during the Conference

Tenants from across Norfolk got the chance to chat and share ideas and experiences at the Tenant Conference


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As you might have read in

the TOWN update in the last

issue of Streets Ahead, we are

working with representatives

of TOWN to set up a Tenant

Panel. The Panel will be a

group of tenants, from different

backgrounds and different

communities in West Norfolk,

who get together to look at key

areas of Freebridge’s work. The

areas that the Panel looks at

will be decided by the members

of the Panel themselves. The

Panel will be linked to the

Freebridge Board by giving, and

getting, feedback.

Earlier this year, we sent out a

survey to a random selection of

tenants to get your views on the

how the Panel will be set up and

what the Panel will do. Thank

you for all your replies. In the

last Streets Ahead, and through

the survey, we asked for people

who would like to join the Panel.

Thank you to everyone who put

their names forward.

If you’ve got a question to ask or a comment to make, then drop us a line at: Your Letters, Streets Ahead, Freebridge Community Housing, Juniper House, King’s Lynn, Norfolk PE30 1DZ or email us at [email protected]

TENANT PANEL UPDATE

YOUR LETTERS

You don’t need to have any specifi c experience; what we are looking for are people who have a genuine interest in improving the services we provide to our tenants.

For more information, and to put your name forward for the Panel, please call the Communications & Customer Engagement team on 03332 404 444 or email [email protected] We will be giving you regular updates on how the Panel is progressing in future issues of Streets Ahead.

WIN SHOPPING VOUCHERSBy what percentage has our tenant satisfaction increased over the last year?

Send the answer together with your name and address to [email protected] or post to Streets Ahead, Freebridge Community Housing, Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ by Friday 26th August 2011.

*Please read the fair processing statement on page 23.

We have appointed Sam Goodwin to help us to set up the Panel. Sam has worked with TOWN and Freebridge before and has lots of experience of setting up panels like this. Sam will now be contacting everyone who put their names forward for the Panel. She will also be helping us to fi nalise the plans for what the Panel will do and how it will work.

We are still looking for people who want to join the Tenant Panel. This is a great opportunity for tenants to have a say on the services we provide.

or log on to your facebook account and search for Freebridge.

Got something on your

mind? Send us your

letter by: Post, Email or

Facebook

To the Communications & Customer Engagement Team,

Just to say a big ‘thank you very much’ for the mobile phone I won having entered the competition featured in the last edition of Streets Ahead.

It’s a great phone and I am enjoying using it.

Thank you once again,

Mrs B

Dear Kate (Oldfi eld, Complaints offi cer)

Just a quick note to thank you for your work concerning my recent complaint. Although I am not entirely happy with the complaints panel’s decision, I do think that you did a great job. You were helpful and polite at all times.

I know that it cannot be easy because you are on the front line, dealing with complaints but it must be nice to know that your actions have been appreciated.

Regards

Mr R

Good morning Colin (Davison, Assistant Director of Property Services),

Just a quick email to confi rm that the new worktops and hob have now been installed and the tiling is underway.

The work has been completed to a very good standard by Graham and Colin, and although I have thanked them personally I would hope that yourself and Mark will say a good word to them as well.

Kind regards

Mr H

Dear Sirs

Just a note to thank you for passing on my recent letter to Property Services concerning my past problems with maintenance.

I received a letter from Mark Donaldson (Contracts Manager) yesterday who has apologised for confusion over past events at the same time that a bricklayer arrived to conduct the work.

The job is complete now and I would like to point out how friendly Gary Tuck, the bricklayer was. He was very keen to see that the job was completed to my satisfaction and cleaned up after himself.

Thanks again

Mr Y

Dear Freebridge

I would just like to thank you for the excellent job that your tradesmen (Ciaran Lynch & Owen Gaylard) did on installing my level access shower.

I would give them 10/10 – the best I’ve had in my home.

Thanks again,

Regards

Mrs B

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In April, Freebridge

celebrated its fi fth

birthday. It has been

fi ve years since homes

transferred from the

council to Freebridge

and in that time we have

improved around 3,700

homes and built or bought

74 new properties. We are

also having a big impact in

communities by investing

around £8m in the local

economy, every year.

21,000 kitchens, bathrooms, heating systems, doors and windows.

• We are working with local residents, partners and famous designer Wayne Hemingway to transform Hillington Square into a better place to live, visit and work.

• We are building 34 new homes, ranging from 2-4 bedrooms, and including fl ats and houses, after the Homes & Communities Agency (HCA) awarded us £1.4m.

Irene Gammon was involved with the transfer from the very beginning. Today she is a Freebridge Board member and a member of the Tenants of West Norfolk (TOWN).

“ I was involved with the transfer to Freebridge right at the very beginning, taking part in roadshows and joining the shadow Board. There was uncertainty at the start about when we would transfer but also excitement about setting up a new company. It was a learning curve for me as I had to take part in lots of board meetings and there was lots of hard work involved. It was also a big responsibility. Since

then, Freebridge has really developed as a company with some good people at the helm, and what is so pleasing is all the improvement work that has been achieved. I am glad that we have got as far as we have and the future looks good.”

THE TRANSFER TO FREEBRIDGE: A TENANT’S VIEW

FIVE YEARS OF FREEBRIDGE2006-2007• Move into Juniper House May 06

• First tenant board member elections (2,500 tenants vote)

• 74% homes non-decent

2007-2008• Tenant Welfare service extended

• Complete fi rst phase sheltered housing improvements

2008-2009• Audit Commission inspection – 1 star promising prospects

• Credit Union launched

• Tenant satisfaction 74%

• 37% homes non-decent

2009-2010• HemingwayDesign appointed to revise Hillington Square

• Local service standards introduced

• 37% homes non-decent reduced to 30%

• Freebridge Community Foundation launched

2010-2011• First Contact Centre launched

• £5,000 given to community groups through the Freebridge

Community Foundation

• Hillington Square Charter launched

• £1.4m awarded from HCA for 34 new homes in West Norfolk

In 2006, 6,700 homes moved

from the borough council to the

newly-set up Freebridge after

77 per cent of voting tenants

elected for the move. Since then,

we have been working to honour

the promises we made to you at

transfer. And we are having a big

impact within West Norfolk;

• We are on target with the

Decent Homes work and

by the time that we have

fi nished the work we will have

improved homes by installing

a combined total of over

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The Decent Homes work is well underway

HemingwayDesign was appointed to revamp Hillington Square

West Norfolk Carers receiving a cheque through the Freebridge Community Foundation

New homes were handed over to tenants at Great Massingham in November 2010


Tony Hall, Chief Executive of Freebridge, who has been with the organisation since the very beginning, said: “Through working with our tenants, we have made great progress over the last fi ve years. We are now looking to the next fi ve years and planning how we can continue to improve and develop the service we provide, for the benefi t of our tenants.”


We want to prevent accidents

occurring and our approach is

to manage communal areas in

a way that will minimise risk

and meet legal requirements.

We therefore inspect communal

areas regularly and assess if

any items found present a risk

should there be a fi re. We may

ask for items to be removed

or remove them ourselves.

The best way to look after your

possessions is to keep them in

your own property.

Remember…Individual fl at

entrance doors for both tenants

and leaseholders are the

property of Freebridge and

provide protection from fi re

so no alterations should be

made to these without written

permission from us. Balconies

can also present a high level

of risk. A number of fi res have

spread very quickly as items

on balconies have caught fi re

and fl ames have leapt up the

side of buildings. If you have a

balcony, any stored items must

be fi re-proof and in particular,

barbecues, fuel containers and

gas bottles are absolutely not

allowed. Residents who have a

mobility aid currently stored in a

communal area should contact

your housing offi cer urgently

so we can discuss possible

solutions.

Please speak to your Housing Offi cer if you have any questions 03332 404 444.

‘Photo Competition’ at Juniper House.

The overall competition winner will receive £250 worth of vouchers to spend in Jessops Cameras in King’s Lynn, and two runners up from each category will receive £25 in shopping vouchers.

Full details of the competition and copy of the rules are available on our website www.freebridge.org.uk/news.asp or on request 01553 667810.

Closing date for entries is Friday 5th August 2011

Do you have an eye

for photography?

Last year we ran a photography competition asking people to send in their photographs of their ‘Views of King’s Lynn and West Norfolk’. We had a great response and the winning photograph (above), taken by Michael Hurn - a Freebridge tenant, now sits in the foyer of our main offi ce at Juniper House in King’s Lynn.

Because we had so much interest in the competition we’ve decided to run another this time to help fi nd pictures for our Annual Report that’s issued to all tenants at the end of September.

Important safety

information for residents

living in blocks of fl ats

Why must communal areas be kept clear? Freebridge is

responsible for the communal

areas in your block, and as such

we have a duty to make sure fi re

and safety regulations are met,

and that you can escape in an

emergency. This is why we need

take care regarding what you

can leave outside your property.

Our approach is that residents

should avoid leaving anything

in communal areas that may

present a risk, should there be a

fi re. Unwanted goods and rubbish

should not be left in these areas.

Why do we need to enforce this policy? Unfortunately

residents often store a variety

of things in their communal

areas and should there be a

fi re, there could be a danger of

combustible items exploding or

the risk of toxic smoke being

given off. Items, such as bikes

and pushchairs left in hallways

can also be a hazard as they

could make it diffi cult to get

out, especially for an elderly or

disabled person.

Action Communal areas are

designed for access to and from

the block for residents and

visitors and should not be used

for the storage of possessions.

In some blocks we also use our

Estates Improvement offi cers

to clean the communal areas

and this cleaning sometimes

cannot be completed to the high

standard agreed because items

left in communal areas

obstruct workers.

And this year we’re going to have two themes : ‘Views of King’s Lynn and West Norfolk’ and ‘Life in King’s Lynn and West Norfolk’ – the themes are open to individual interpretation so get snapping!

The competition is open to Freebridge residents and employees. As we’ve said the best pictures will feature throughout our Annual Report that’s issued to all tenants at the end of September and there are two categories for entry – adults and under 16’s.

Images should be submitted as jpg fi les by email to [email protected] or on disk addressed to

COMMUNAL CO-OPERATION ANNUAL REPORT PHOTOGRAPHY COMPETITION


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20 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 21

YOU ASK THE QUESTIONS: DEREK AND JUDY ROBERTS AND ROBERT CLARKEDerek and Judy Roberts have been married for almost 50 years and have lived in Terrington St

Clement for 17 years.

Before this, they were residents of King’s Lynn town centre. The Roberts enjoy living in Terrington St Clement because it has all the amenities of a town but in a more rural location. The couple have also been involved in putting together the Terrington St Clement charter which is an agreement between residents and organisations working in the area, including Freebridge, on ways to improve the neighbourhood. Derek and Judy wanted to take part in the interview to put residents’

questions to Freebridge.

and when. We will be putting

together a new timetable

for work.

Q. How do you deal with problems such as littering and fl y tipping?

A. We work with the council to fi nd out about this and in some cases, penalty notices will be issued. We need people to report the littering and fl y tipping so that we can deal with it. When people move into Freebridge properties, they are advised they have to get rid of their rubbish correctly, as it is part of their tenancy agreement.

Q. How do you help tenants to look after and improve their neighbourhoods?

Robert Clarke is Freebridge’s

Assistant Director of Housing.

His role includes looking after

the Freebridge properties,

including the sheltered schemes,

collecting rent and managing

the contact centre which

receives all customer enquiries

Q. We live in a wooden bungalow which is not traditionally built. When will work be carried out on non-traditional properties?

A. We are working on putting

together a plan for how

to take forward the non-

traditional properties we

have not yet improved and

we will be contacting tenants

individually to let them know

what work we will be doing

FEAT

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EFEATUR

E✮ ✮

Spot what page Freddy is on (not including this page!) and send the page number together with your name and address to [email protected] or post to Streets Ahead, Freebridge Community Housing, Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ by Friday 26th August 2011.

*Please read the fair processing statement on page 23.

FIND FREDDIE AND WIN A PRIZE!

A. We work closely with our

tenants to identify where

there might be a need for

improvements and we will

help them to fi nd ways

to make changes to the

community. We link up with

other organisations, such as

the Council and the Police,

to fi nd ways to deal with

problems, such as anti-social

behaviour, and to make

improvements in the local

community. An example of

this is how we worked with

residents of Monks Close and

the Discovery Centre to set up

a new bus service from Monks

Close in to King’s Lynn.

Q. You have set up a new contact centre to answer all tenant phone calls. How does that work?

A. Our aim is to provide as

much information as we can

to tenants as soon as they

phone up. Sometimes we

will have to pass enquiries

on to other members of staff

but where possible we will

always try to provide answers

to every enquiry when we

receive it.

Q. Can rent be paid by direct debit?

A. Rent can certainly be paid by

direct debit but we appreciate

that a lot of people don’t have

bank accounts so our tenants

can come into the offi ce to pay.

Q. Is there anything else you would like to share with tenants?

A. We have made a Local Offer

to our tenants which is about

the standards of service we

are providing to tenants. This

is the commitment we have

made to tenants and what

they can expect from us. We

will manage the standards

of service to make sure

we are continuing to meet

these standards. The Local

Offer is all about making

improvements in local

neighbourhoods.

Would you like to Ask the Questions in the next issue of Streets Ahead? If so, get in touch with the Communications & Customer Engagement team on 03332 404 444 or email [email protected]

FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11 • 23 22 • FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • JUNE ‘11

The following information

is about Freebridge’s

performance in key

activities during the

Fourth Quarter of the

fi nancial year

Jan to Mar 2011

As always, if any tenant has any suggestions upon how we might make further changes and improvements please contact Jamie Williamson in our Communications & Engagement team on

0332 404 444 or at [email protected]

FREEBRIDGE COMMUNITY HOUSING’S PERFORMANCE JAN – MAR 11

Performance Area Last Year Annual Quarter to date Target Jan – Mar Apr – Mar

Emergency repairs dealt with within target time (24 hours) – All Contractors 99.1% 99.4% 98.5% 99.3%

Urgent repairs dealt with within target time (1 week) – All Contractors 98.5% 99.0% 96.5% 95.2%

Routine repairs dealt with within target time (1 month) – All Contractors 98.4% 98.4% 96.0% 93.5%

Rent Arrears of current tenants (excl HB Arrears), as a percentage of the total rent due for the year 1.6% 1.5% 1.5% 1.4%

Average Re-Let Time for empty properties - ‘Net’ fi gure including allowance for Major Repairs 11 days 12 days 12 days 30 days

Number of tenants evicted for non-payment of rent 7 14 27 27

Number of Anti-Social Behaviour cases dealt with by Housing Offi cer Team 215 306 562 562

Number of legal actions for ASB commenced in the Quarter 3 12 67 67

Element Total Target Quarter Status YTD 4 Cumulative

Kitchens 745 814

Bathrooms 548 863

Wiring 506 687

Windows 1,052 1041

Doors 349 560

Heating 634 621

Total 3834 4586

Decent Homes Improvement Programme: April – March 2011 Key to ratings

the annual target is presently being exceeded

Performance is matching or close to the annual target

the annual target is presently not being met

These fi gures do not include Decent Home works we have carried out on Non-Traditional properties.

2010/11 2009/10


FANCY GETTING PAID TO SHOP?When things sound too good to be true they very often are but not in this case.

Mystery shopping is becoming part of a process which housing associations use to test their performance. Here at Freebridge Community Housing we are no different and that is why we are looking for customers of Freebridge to go undercover to carry out mystery shops.

We are keen to fi nd out what you, our customers really do think of us, and want to know if we are meeting our service standards.

You can be paid between £10 and £100 for carrying out a variety of mystery shops over a set period of time, in person, by post, over the phone or by email.

For more information call Kate Oldfi eld on 01553 667811

DECENT HOMES UPDATEWe are continuing our work to

bring homes up to the Decent

Homes standard and we

are about to enter the fi nal

stages of this work. We will

be in touch with you directly

about any improvements to

your home. In the meantime,

if you have any questions,

get in touch on

03332 404 444.

Freebridge Community Housing

(FCH) is a Registered Social

Landlord. FCH needs to collect

certain information about its

tenants and leaseholders in

order to be able to act as a

responsible landlord, and to

fulfi l its statutory duties. The

information gathered in this

form will be used by FCH and its

DATA PROTECTIONFAIR PROCESSING NOTICE

third party partners in meeting

its obligations, and in order to

inform its service users from

time to time about the services

it can offer. If you have any

queries regarding the collection

and use of this information,

please contact your Housing

Offi cer or FCH’s Data Protection

Offi cer on 01553 667800.

Freebridge Community Housing Main Offi ceJuniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZ

Telephone: 03332 404444 Fax: 01553 667701

Email: [email protected]

Offi ce Opening Hours:8:45am - 5.15pm (Mon-Thurs), 8:45am - 4.45pm (Fri)

Bank Holidays, Saturday and Sunday closed.

Out of Offi ce Hours: The main telephone number (03332 404444)

will divert to 24 hour emergency service.

Repairs: 03332 404 444. Please report all repairs using this

telephone number (which you will not be charged for).

Freebridge Community HousingNorthern Area Offi ce, Valentine Road, Hunstanton, Norfolk PE36 5EZ

Telephone: 01485 534219 / 01485 534654 Fax: 01485 535073


Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only)

For afternoon appointments please telephone.


Freebridge Community HousingSouthern Area Offi ce, Priory Centre, Priory Road,

Downham Market, Norfolk PE38 9JS

Telephone: 01366 384696 Fax: 01366 386798


Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only)

For afternoon appointments please telephone.


Freebridge Community HousingNorth Lynn Estate Offi ce, 4 Walpole Road, North Lynn, King’s Lynn,

Norfolk PE30 2DZ

Telephone: 01553 773133


Offi ce Opening Hours: 10:00am - 1.00pm (Mon, Weds, Fri Only).

Bank Holidays, Saturday and Sunday closed. Out of hours visits to

offi ce by appointment only.

House Exchange:

www.freebridge.houseexchange.org.uk

The views expressed in this publication are those of contributors, and not necessarily those of Freebridge Community Housing.

This entire publication is under copyright, and is not to be duplicated or reproduced in any way without permission.

Editor: Jamie Williamson

Contributions from: Robert Clarke, Colin Davison, Jacqueline Fry, Darren Hudson, Michelle Playford, Simon Swanson,

Jo Whaley, Jamie Williamson, Jacquie Yaxley.

Designed by: foxbullenyoung | Printed by: Richardson Printing | Circulation approximately: 7,000

DEVELOPING HOMES AND CREATING OPPORTUNITIES

FOR PEOPLE WITHIN WEST NORFOLK

streets ahead - june 2011

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