www.wokingham.gov.uk

Wokingham Borough

NEWSYour magazine from Wokingham Borough Council

Autumn 2014

The Bulmershe School looking fabulous at 50 page 10

In this issue… Phoenix Avenuepage 9

Get pedallingpage 5

Free Wi-Fipage 8

Keeping in touch with us

Visit us: Monday to Friday between 8.30am and 5pm Write to us: Wokingham Borough Council, Civic Offi ces, Shute End, Wokingham RG40 IBNFind out more informa on by:Email and text updates – register at: www.wokingham.gov.uk/online Informa on kiosks – available at Woodley and Lower Earley libraries and the Civic Offi ces

To adver se in Wokingham Borough News, or for any other queries about this magazine including delivery, please contact: communica ons@wokingham.gov.uk. A pdf version of this magazine is available online at: www.wokingham.gov.uk/boroughnews

Editorial: Communica ons Team at Wokingham Borough Council Design and printed by: Digital Solu ons on Uncoated FSCM 75gsm paperCost: 7p per person / 17p per copy

Autumn 20142

Welcome

Communica on lies at the heart of what I want to do, so for the coming year I want to get to know you be er and make sure you have a voice so that together we can build stronger and more vibrant communi es. We all want what’s best to make the Wokingham Borough an even be er place to live, work and visit.

We listened to residents over the routes for the North Wokingham Distributor Road, and the Arborfi eld Relief Road and we changed our approach as a result. You can read more about their progress, as well as more informa on on how work is progressing on all of our Strategic Development Loca ons, on pages 6 and 7.

We face challenges, but we are ambi ous. We con nue on our journey to regenerate Wokingham town centre before inves ng in other parts of the Borough.

You can fi nd out more about the latest plans on page 9. This month (September) The Bulmershe School is celebra ng its 50th anniversary and its new learning and teaching environment is really taking shape. More details on page 10.

It’s important we are open, honest and accountable in all we do. I appreciate it may not be possible to change everyone’s views on local ma ers, but I will listen to what people have to say. So if you have any views or comments please get in touch with me via email at: keith.baker@wokingham.gov.uk

Don’t forget you can also keep up-to-date with all the latest news at: www.wokingham.gov.uk/news, by following @WokinghamBC on Twi er or liking us on Facebook.

Cllr Keith BakerLeader of the Council

It’s been a busy few months since I became Council Leader and I am delighted to lead this dynamic and forward-thinking organisa on.

Offi ces

.gov.osks – avai

arley libraries and

Is your electoral

registra on up-to-date?

If you haven’t responded to recent

forms sent to your home, or if you

have recently moved, your

registra on may not be up-to-date.

See back page for more

informa on.

(0118) 974 6000

07786 200 974

facebook.com/wokinghamboroughcouncil

@WokinghamBC

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customer.services@wokingham.gov.uk

In this edi on

Make Wokingham Borough demen a friendly ......................... 4

Flooding - what do you think? ...... 5

Building sustainable communi es ............................. 6/7

Building a brighter future ............. 9

Bulmershe fabulous at 50 ........... 10

Discovering Charvil .................... 12

Wokingham Borough remembers ................................ 13

Delivering the customer service you expect .................................. 14

Three local people talked to Wokingham Borough News about how it will impact on their lives... Julia’s husband Paul was diagnosed with a rare form of demen a. This has aff ected both their lives.

She said: “The Care Act will bring us some fi nancial reassurance thanks to the introduc on of the cost of care cap, because un l very recently we both worked full- me.

“As a carer I will have the same rights to support services as Paul.”

Choice Champion Philip Pearce (right) supports customers who are new to social care and personalised services.

He said: “The Act will help carers like my mum. Although I live in suported lodgings, I s ll rely on support and help from my mum, and the Act puts carers on

the same foo ng as people they care for.”

Kevin Ward (pictured above), also a Choice Champion, said one of the biggest eff ects the Act will have on him is the freedom to move out of the area should he wish to.

He said: “Under the Act if I moved to another area, un l I’m assessed by the new local authority the arrangements for my support services remain the same.”

He also says there’s been so much media coverage about bad social care, he was

glad to see new safeguarding measures being introduced to monitor this.

We’ve already started to work on implemen ng the Act as we have to have a number of things in place by April next year.

More informa on:• @WBC_CareAct• www.wokingham.gov.uk/careact

Autumn 2014 3

The Care Act – Time to change

Execu ve viewCllr Julian McGhee-Sumner, Deputy Leader and Execu ve Member for Health and Wellbeing

“The Act gives older people, those that are vulnerable in our community and their carers, a be er understanding of what they are en tled to and a posi ve change in the way people are cared for. It will make accessing services easier and fairer for all.

“It also introduces a cap on the cost of care, and a new system ra ng of care and support services, so it’s an exci ng change.”

In May, Parliament approved the Care Act 2014 which represents the most signifi cant reform of care and support in more than 60 years. It brings together more than 30 previous acts under one umbrella – making a diff erence to some of the most vulnerable people in our Borough for many years to come.

Coppid Beech roundaboutWork is due to start on the Coppid Beech roundabout in Wokingham this January, so that it will be able to cope with ever increasing amounts of traffi c using it.

The improvements include more lanes on the slip roads and roundabout, traffi c lights on the slip roads, and be er walking and cycling facili es. The work is due to last fi ve months.

Details of the works are s ll being fi nalised, but in the mean me please visit our website for more details.

www.wokingham.gov.uk/coppidbeech

Autumn 20144

Go round the worldIt’s been a hit in New York and now people in Emmbrook and Woosehill can join this real world ac vity game, running from September 22 to October 31. My Journey Wokingham Round the World Challenge is a fun walking and cycling compe on.

Players earn points and can win prizes by tapping a My Journey card against 40 special sensors placed on lamp posts in Emmbrook and Woosehill.

Two taps record a journey; earn points for players, their team and contribute to the challenge to travel round the world. If the 25,000 mile challenge is met, £2,000 will be shared between the two top teams. Players monitor their progress and points on the My Journey Round the World Challenge website.

Pick up a card from GP surgeries, the Civic Offi ces at Shute End and Wokingham Library to play.

www.myjourneywokingham.com

Join us and scores of local organisa ons and businesses to help make Wokingham Borough demen a friendly.

It’s about making staff more aware of demen a so that they treat customers more appropriately, as well as making sure ligh ng, décor and signage are right.

There are 667 people in our Borough formally recognised with demen a, but as the diagnosis rate na onally is only 45 per cent the true fi gure could be nearer 1,350.

More informa on:• caroline.rathmell@alzheimers.org.uk• (07518) 685904• www.demen aac on.org.uk

Make Wokingham Borough dementia friendly

Loddon Viaduct thank youA big thank you to everyone who avoided the area as much as possible and helped make our Loddon Viaduct works go so well this summer.

The fi nal part of this major highways project is scheduled for August next year, repea ng what we’ve just done but on the other side of the carriageway. We’ll keep you up-to-date nearer the me.

The Highways Agency is now star ng improvement work on the M4 junc on 10 exit for the A329(M).

www.highways.gov.uk/roads/road-projects/m4-junc on-10-conges on-relief-improvement

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Roll up, roll upMany residents have asked us what they can do with their surplus household waste blue bags.

You can now return unused rolls of 40 to any of the libraries across the Borough or to the Civic Offi ces at Shute End. By doing so you’ll receive an addi onal 100 Greenredeem points that can be put towards restaurants and takeaways, health and beauty and entertainment rewards.

To fi nd out more about Greenredeem or to register visit: www.greenredeem.co.uk or call 0844 409 9490.

Many thanks for doing your bit in reducing your non-recyclablehousehold waste.

If you’re visi ng a library or our Shute End offi ces you can also recycle your old ba eries.

Autumn 2014 5

Consulta on on our dra Local Flood Risk Management Strategy runs un l October 31.

The strategy outlines the roles, responsibili es and priori es for understanding and managing the risk of fl ooding in the Borough.Six key objec ves have been developed, all underpinned by a number of measures that we hope to introduce during the next few years.

The strategy also highlights possible funding sources from government and the Local Enterprise Partnership to support future fl ood preven on schemes. The current consulta on on the

strategy is important because it is essen al residents’ and businesses’ views are incorporated into it, and they know about the risks of the fl ooding in their areas and what we do to reduce them.

Take part in the consulta on via our website at: www.wokingham.gov.uk/consulta on

Flooding – what do you think?

We’d like to hear what you think about our plans to reduce fl ooding across the Wokingham Borough.

People powerArborfi eld and Newland and Barkham Parish Councils have taken the fi rst step to become a designated neighbourhood area, where people will be able to infl uence how their community changes and develops in the future. Because of their common interests, the parish councils are working together to create a neighbourhood plan.

Get pedalling!Nearly two miles of new cycleway on the B3270 Lower Earley Way is nearly fi nished, linking up with the Shinfi eld Blackboy and Winnersh Showcase roundabouts where work on the fi rst phase of the new A329 cycle route is going well.

Phase two, which will eventually run seven miles through the Borough, is due to start early next year and focus on the stretch between the Wokingham Road junc ons with Loddon Bridge Road to just beyond Winnersh crossroads.

Sta on link road update

The next few months will see us working on the fi nal

stages of the new sta on link road in Wokingham. Phase

4 will involve the junc on at Wellington Road, Sta on

Road, Barkham Road and Oxford Road.

This will be the most tricky of all the phases because of

the nature of the work involved, its closeness to the level

crossing and the traffi c management needed. The fi nal

phase will improve the Shute End junc on.

www.wokingham.gov.uk/sta onlinkroad

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We want to hear from you!

Autumn 20146

Building sustaina

Execu ve viewCllr John Kaiser, Execu ve Member for Planning and Highways

“These long-planned homes are being built for the residents of Wokingham Borough and its future genera ons. But it’s not just houses that are being built; the plan has always been that homes will be accompanied by the schools, roads, sports facili es, play areas, open spaces, community facili es, shops and health services necessary to ensure they

become strong communi es and great places to live. The money to pay for this is coming from developers and central government at very li le or no cost to the Borough Council.”

Back in 2006, we started to work with residents to plan how we would accommodate the new homes needed in the Borough. By 2010 the plan was in place to locate most of the housing and accompanying infrastructure and facili es in four key areas– known as Strategic Development Loca ons (SDLs) – at North Wokingham, South Wokingham, Arborfi eld and around Shinfi eld, Three Mile Cross and Spencers Wood (South of the M4 SDL).

New homesThe SDLs will bring about 10,000 homes to the Borough and the fi rst areas under construc on are at Kentwood Farm in the North Wokingham SDL and at Montague Park in the South Wokingham SDL.

In the South of the M4 SDL, most of the homes and accompanying facili es have planning permission and, progress on the two major applica ons in Arborfi eld are progressing well.

New roadsFour major new roads are being built as part of the transport improvements accompanying the new developments. The Eastern Relief Road, which will provide access to the planned University of Reading Science and Innova on Park as well as traffi c relief for Shinfi eld, has planning permission and funding thanks to a loan of £24.7million to the University from the Homes and Communi es Agency.

The Arborfi eld Relief Road and the North Wokingham Distributor Road were subject of a major public consulta on last year and, following this, a detailed study of the routes backed by residents are being carried out.

A similar public consulta on on the South Wokingham Distributor Road took place this summer and the fi ndings of this are currently being assessed.

The bulk of the funding for the new roads is coming from developers, although the Council has been successful in securing a £24million grant alloca on from the Thames Valley Local Enterprise Partnership to cover its contribu on.

The much-needed homes that have been planned and discussed for many years are now becoming a reality.

Autumn 2014 7

ble communitiesInves ng in future infrastructure

Homes and roads alone will not produce the strong communi es and great quality of life that we aspire to for our new residents – so the next few years will also see a massive investment in schools, community centres, play areas, green space and health facili es across the Borough.

These new facili es will be built at a diff erent pace in diff erent areas – however progress is well underway on some of them.

New areas of natural open space are being created next to Montague Parkand at Kentwood Farm (pictured le ). The areas will provide wildlife habitats as well as a place for local people to take a stroll and walk their dogs. Similar reserves will be provided at

all the development areas.

Progress is also being made on the seven new primary schools and one new secondary school that will be coming to the Borough.

The primary school in Montague Park (pictured below) has full planning permission and is planned to open in September next year. Other primaries in Shinfi eld and Spencers Wood also have outline planning consent and applica ons are expected

for a school in the Ma hewsgreen development in North Wokingham and for two primary schools in Arborfi eld.

The seventh new primary will be built south of the railway in the South Wokingham development.

Perhaps the most exci ng plans will be the opening of a new secondary school in Arborfi eld in September 2016. This will fulfi l a long-held ambi on for a school in the south of the Borough. The school’s development is being led by local parents with a Parent Reference Group mee ng regularly to agree the type of school that will be built and to set details such the school’s ethos and curriculum. The group will also help select which provider the Council recommends for the school (although the fi nal decision on this is made by the Secretary of State).

As well as the group, all parents have the opportunity to contribute to the school’s development via wider public forums that are being held.

More informa on about the new school at Arborfi eld:Contact Head of Strategic Commissioning Brian Grady on (0118) 974 6247 or brian.grady@wokingham.gov.uk

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Autumn 20148

A dedicated centre for all careers advice, a new jobseekers’ website and help to get into the growing local construc on industry are among the benefi ts for young people as part of the Elevate Wokingham project. This is a new one-stop centre for advice and guidance based at Wokingham Library. It also brings local advice centres to other parts of the Borough.

It’s funded for three years by a £600,000 grant from government and the Thames Valley Local Enterprise Partnership and hopes to reduce the number of young people not in employment, educa on or training, disadvantaged and vulnerable young people and those who are underemployed.

City Deal funding will also be used to employ ‘brokers’ working with employers to link them with local people looking for work. They will focus on the construc on industry, but will also look across all sectors.

More informa on: • www.facebook.com/elevatewokingham• elevate@wokingham.gov.uk • Visit the hub at Wokingham Library

Elevate Wokingham

Meet the Mayor and her DeputyCllr UllaKarin Clark was re-elected earlier this summer to serve another year as Borough Mayor.

Cllr Clark used her last Mayoral term to promote third sector and business rela onships, and says she will carry on doing so. She also a ended more than 220 engagements in support of local businesses, organisa ons and schools.

“I feel honoured to have been appointed for a second year, and will con nue to support the people of Wokingham Borough in whatever way I can,” she said.

The Mayor is offi cially the ‘fi rst ci zen’ of the Borough and has a civic role represen ng the Council, and the people of the Borough, as well presiding over Borough Council mee ngs.

Cllr Parry Ba h has been elected Deputy Mayor to support Cllr Clark during her me in offi ce.

He is married and lives with wife Surinder in Earley.

“I feel immensely humbled, honoured and hugely privileged for being elected,” he said, “and will serve my new role with pride, sincerity and dignity.”

“I look forward to being an ambassador for Wokingham Borough Council.”

More informa on:• Mayor@wokingham.gov.uk• (0118) 974 6004• @WBCMayor

Free Wi-Fi in our librariesIt’s even easier to get online at our libraries thanks to free Wi-Fi now installed in all branches.

For full details of what’s available at the Borough’s libraries visit: www.wokingham.gov.uk/libraries or call in at your nearest branch.

Autumn 2014 9

Extra care homes Proposals for a £5 million extra care housing scheme of 34 self-contained fl ats, all with a private balcony or ground fl oor terrace on the former Fosters Care Home site in Woodley, will soon be considered by the Planning Commi ee. Proposals also include communal facili es including a lounge and dining room, as well as a specialist demen a facility.

Goodbye Eustace Crescent

Demoli on of Eustace Crescent is going well and the planning applica on for the 68 new homes to replace the former 1960s blocks is due to be heard in the next few weeks.

The new development will be called Phoenix Avenue – the name chosen by Marcia Milsom from Winnersh in a compe on run by us and the Wokingham Times.

Subject to planning approval, Wokingham Housing Ltd will start construc on hopefully by the end of the year.

It was a challenging project for a number of reasons because we wanted to keep exis ng shops like Boots and Clarks open throughout. We were also refurbishing a 1960s building, surrounded by historic proper es, rather than star ng from scratch. But as you can see from the photos once the scaff olding came down, a vast improvement was unveiled.

A er our original planning applica ons were withdrawn in December, work has been progressing well on revising our designs for Peach Street including a more varied roof line and windows.

Plans for Peach Street are due to be submi ed by the end of this year - with revised Elms Field proposals expected in 2015.

The withdrawal of Sainsbury’s has given us an opportunity to rethink our plans for Elms Field. We will be spli ng the applica ons as we want to explore

further op ons for Elms Field including how we can re-size the park and retail area. We’re also working up ideas for an improved leisure quarter on the Carnival Pool site.

We’ve updated our retail study which shows our plans are s ll in line with the needs of our residents and to meet the changing face of modern retail and leisure, and we’re con nuing to talk to poten al traders who want to trade in Wokingham.

More informa on:• www.wokingham.gov.uk/towncentre•@WokinghamRegen

Just over a year ago we started refurbishment work at Peach Place corner in Wokingham.

Building a brighter future

Execu ve viewCllr Philip Mirfi n, Execu ve Member for Regenera on and Communi es

“We con nue to work up the designs for the remaining phases of the regenera on project in response to consulta on comments and a range of new opportuni es, while aligning with the town centre masterplan and its objec ves.

“Once we’ve fi nalised our plans we’ll be giving all key stakeholders plenty of pre-applica on informa on to enable really informed comments on the applica ons themselves. The area is growing and it’s cri cal we deliver an improved town centre to support this.”

Before

A er

Autumn 201410

The new entrance block is nearing comple on and is due to open a er Christmas. It will boast a new school auditorium, and ICT and business suites.

The dining hall has been enlarged during the summer break by in-fi lling its exis ng sunken sea ng area. The adjoining sunken area outside has also been in-fi lled, and new curtain walling built connec ng the hall to the courtyard outside.

Windows in the art and technology block are due to be replaced and plans are now being fi nalised for more work on the sixth form centre, which has already been given a new roof.

“It will mean the new academic year – our 50th anniversary – begins how it should; exci ng and posi ve as we look to our students’ future achievements made possible by the new learning environment taking shape around us,” said Headteacher Emma Reynolds.

Twelve classrooms and hallways have so far been refurbished in the English, Maths and Geography departments, and more are planned.

A new table tennis building on the campus, used by the Kingfi sher Club, opened in June, and is funded by us, Sport England, and Table Tennis England.

It’s been a busy summer at The Bulmershe School in Woodley as part of its £6million revamp in this its 50th year.

Bulmershe looking fabulous at 50

Local Off er at your fi nger psVisit our new online Local Off er to see the support available for children and young people with special educa onal needs and disabili es.

It includes educa on, health and social care services and ac vi es. You can fi nd it within our Wokingham Informa on Network (WIN).

www.wokingham.gov.uk/WIN

Well Done

Congratula ons to all our students who received their

A-Level and GCSE results this summer!

At A-Level, all students exceeded the overall na onal

pass rates, with The Bulmershe and The Forest

achieving a 100 per cent overall pass rate.

Some 72.3 per cent of young people in the Borough

achieved 5 A* to C grades GCSEs including English and

Maths; up from 70.6 per cent last year.

Our short break carers scheme has been linking disabled children and their family with volunteer carers for 20 years. A short break can range from a tea visit once a week or a fortnight, to monthly day care or an overnight stay.

All carers are volunteers from a variety of backgrounds: they may be working or re red, with or without children, singleor with a partner.

Although they are volunteers, they a end reviews, mee ngs and training. They also work closely with the child’s family and the professionals involved.

Social Worker Jan Massey said: “Over the years we have seen many changes but one thing which remains consistent is that disabled children need short breaks to make new friends, try new ac vi es and, above all, to have fun.”

Autumn 2014 11

We’re running a series of events for young people during Local Democracy Week (October 13 to 17), to get them interested in the democra c process.

These events will give them hands-on educa on and experience and will include a children’s conference, and a Ques on Time style event with the Mayor, local poli cal fi gures and community leaders.

Keep an eye on our website for more informa on.

• mayor@wokingham.gov.uk• (0118) 974 6004

It’s their democracy

20 years of short break care in the Borough

Lunch is servedAll Key Stage 1 pupils can now have a free school meal if they wish.

We’ve built a new kitchen at one school and at many others we’ve enhanced facili es to prepare and serve meals to more children.

“The Borough’s short break carers are truly amazing and an absolute lifeline for families - making a huge diff erence to their lives.

“We’re currently recrui ng for more, so if anyone thinks they would like to become one please contact us.”

Cllr Charlo e Haitham Taylor, Execu ve Member for Children’s Services

Execu ve view

he Borough

Short break carer Bev said “I really enjoy being a short break carer. I can’t change the world but I can make the world of diff erence to another family, and that feels good.”

Happy Birthday Wargrave Library!In 1924, Woodclyff e Hostel in Church Street, Wargrave opened its doors as a part- me library with a collec on of 100 books. Apart from a brief hiatus during the Second World War, the library has been in con nuous use since.

As part of its 90th birthday celebra ons, the library asked the village which 100 books they would like to see on the shelves in 2014.

Librarian Ros Fernley said: “Along with the old classics, and children’s favourite Harry Po er, residents at a local sheltered housing scheme rather enjoyed 50 Shades of Grey.”

More informa on:• www.wokingham.gov.uk/ libraries• (0118) 940 4656

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Interested in

becoming a short

break carer? Call

(0118) 969 5977

The former gravel pits and pasture land are rich in wildlife and have two na onally rare plants: the Loddon Lily and the Loddon Pondweed. The site is also great for birdwatchers thanks to the diverse wintering wildfowl including smew and herons.

We’ve recently put a reed bed in the lake, known as Canberra Lake, benefi ng the wildlife including bi erns and warblers as well as fi sh who take refuge in it. During summer months, the meadow is grazed by rare breed ca le encouraging a variety of wild plants to grow.

Although there are no parking facili es at the park, the nearest car park is in Polehampton Close off Twyford High Street. The park is reached by walking along the High Street in Twyford towards Charvil, and taking a foot path on the le a er 100 metres. This path crosses the River Loddon and enters the park.

Pedestrians can also access it from Park Lane, Old Bath Road, Vale View and East Park Farm Drive. It’s also just a ten minute walk from Twyford Sta on.

Discover the Borough… Charvil Country Park

Autumn 201412

Execu ve viewCllr Angus Ross, Execu ve Member for Environment

“With 13 country parks and nature reserves across the Borough perhaps Charvil Country Park may be forgo en. But as I found out on a recent visit, it’s a great place to get away from it all and go for a stroll in the countryside.

“I hope more of you will take advantage of the wide variety of open spaces we have and this site deserves recogni on for its special character.”

Shaping the future Thanks to everyone who came to our public health events this summer.

You looked at your local priori es and needs for health and wellbeing. We heard your stories giving us a real view of the community. We now know

what’s working well and not so well, and will update you more on progress in future edi ons of Wokingham Borough News.

More informa on:www.wokingham.gov.uk/ publichealth

Covering just over 75 hectares, Charvil Country Park is a fantas c area to explore some hidden wildlife in the Wokingham Borough.

Autumn 2014 13

Wokingham Borough remembers

Town and parish councils across Wokingham Borough have joined together to create a Heritage Memorial Trail to commemorate the centenary of the First World War.

There are some 23 war memorials across the Borough including open air sites, a memorial window at St Sebas an’s Memorial Hall, Wokingham Town Council’s indoor wooden panel, and Woodley Town Council’s new memorial (pictured right) which was funded in partnership with local residents.

Thanks to a Heritage Lo ery grant, ‘pop up’ mobile exhibi on stands have been put up around the Borough for towns, parishes and churches to display stories of local people who gave their lives. These stands have also been designed to be displayed together as a larger scale exhibi on, which will be available for schools and community groups to use during the coming months and years. You can visit relevant sites across the area guided by a commemora ve brochure available throughout the Borough including your local library. Visit the website for more details.

More informa on:www.wokingham-tc.gov.uk

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“We do everything we can to make it easier for people to pay their council tax. By having an effi cient collec on service it helps protect frontline services, and it’s fairer for those who do pay so that they avoid subsidising those that don’t.

“There is a direct link between paying your council tax and the wide range of services that we provide for you. We’ve always been an effi cient council and we do all we can to make sure the council tax we collect goes as far as possible.”

Cllr Anthony Pollock, Execu ve Member for Economic Development and Finance

Execu ve view

If you enjoy walking or simply want to spend some me out in the open with like-minded people, why not come along to one of our fun walks?

There are 16 regular, free walks organised by Wokingham Health Walks and each one is led by an experienced and fully trained walk leader. There are walks to suit all, and shorter walks are a great way to build up your fi tness if you are new to exercise or are recovering from illness.

Glenn Goudie, Scheme Coordinator, said: “Our walkers have a great deal of fun, make new friends and get to

know their local area.

“Why not join in and let us welcome you along to our next walk?”

More informa on:• www.wokingham.gov.uk/walks• healthwalks@wokingham.gov.uk• (0118) 974 3729

Apply online for your bus passIt’s all change for the way you apply for an older person’s bus pass.

From October you’ll no longer have to fi ll in a paper form and send it to us – you can do it online. Using your home computer, iPad, tablet, smartphone or by visi ng a library, you can complete your applica on in just a few minutes via our new, easy to use website page.

And dont forget there’s free Wi-Fi at our libraries.

If you’re an exis ng bus pass holder, and you’ve lost it and need a replacement, you can order it via the new system too.

Look out for more details on our website and in the local press soon.

www.wokingham.gov.uk/freebuspass

Join a walking group

ttComingsoon

New memorial at Woodley

S ll top of the tableWe s ll have one of the best council tax collec on rates in the country - 99.3 per cent - according to latest sta s cs. The Borough also regularly tops the table for being one of the best places to live with a healthy popula on and good educa on.

Each percentage point equates to about £750,000 of council tax for the Council – meaning that the effi ciency of our collec on systems generated in excess of £1.5million more than if we were an average performing authority, and that means lower taxes for you.

Autumn 201414

We provide some excellent customer service, but we’d like to be more consistent so we always meet your expecta ons. Our new strategy outlines our vision to improve customers’ experiences when accessing our services, and the principles we’ll follow when you contact us. You can read the strategy at: www.wokingham.gov.uk/improvingcustomerservice

What should you expect in the future?• When you contact us, we’ll strive to

resolve it immediately. If we can’t we’ll tell you when we expect to, or what the next step is. We will also tell you when we will complete it

• We’ll keep you informed about progress, so you don’t need to chase us

for updates• We’ll let you know when we’ve completed our ac ons• We’ll try to an cipate your needs so

you won’t have to contact us unnecessarily to tell us something we could have predicted• We’ll con nue to improve our face-to-face and telephone services and develop be er, easier to

use internet services so you can access most services at a me and a place that suits you

• We’ll always treat you with respect and be as helpful as we can

When will you see changes?Changes are already happening. Our website now has key pages which work

well on smartphones and mobile devices, and we’ve cut out unnecessary content to make it easier to fi nd what you want. Soon we’ll be making changes to the main recep on at our Shute End offi ces to reduce occasional queues, and we’ll have be er telephone menus to help you get to the right person fi rst me.

Some changes will take longer but we want to make sure we get it right. And we’ll be looking at all council services.

First to be improved will be the ones most people use like waste and neighbourhood services, where you should see improvements in the next six months.

Taking your views into account we’re commi ed to delivering excellent services, so your feedback is really important. To help us we’d like to hear more about what you think, whether you’re happy with what we do or have any ideas for improvement. We’ll be ge ng your feedback in a number of ways including face-to-face forums, online polls and surveys. We may even ask how you felt about the service you received directly a er contac ng us.

Please get in touch if you’d like to help us measure how we’re doing.

More informa on:• www.wokingham.gov.uk/service • (0118) 974 6000

“We provide some excellent customer services, but there is always more we can do to improve. Customers want more choice when accessing services, and at a me that’s convenient.

“They want to be confi dent their request hasn’t been forgo en and see how it’s progressing. They want us to share informa on when it helps, to be consistent in the service which either meets or exceeds their expecta on.

“Customer service is about what all of us do at the Council, every day, and it’s our priority. No service provider is perfect but we all recognise when we’ve received excellent service, and been pleasantly surprised with how a problem or request has been dealt with.”

Cllr Pauline Jorgensen, Execu ve Member for Resident Services

Execu ve view

Delivering the customer service you expect

Autumn 2014 15

What’s on this autumn…..Enjoy events and ac vi es across the Borough this autumn. There’s plenty going on…

…in your local librarySeptember 30 andNovember 25Wri ng Out LoudOpen fl oor event for local writers.Woodley Library, 7.30pm. Cost £3

October 2Wokingham Library Poetry Group presents Ba le LinesAn evening of poetry to mark the start of World War One.Wokingham Library, 7pm. Free

October 8Sergeant White - Recrui ng Offi cer during the Great Warby the Select Society.Wokingham Library, 2pm. Cost £3

October 18Flamenco Dancing Enjoy colourful dancing and guitar music with Flamenca Magica.Café at Wokingham Library, 11am to Noon. Free, just drop-in

October 23Authors’ visit and book signing: Amanda Jennings and Alison MercerWargrave Library, 7.45pm. Cost including refreshments £6

November 26Lily’s StoryGillian Stapleton’s costume presenta on highlights the story of a muni ons worker during the Great War.Wokingham Library 2pm. Cost £5

October 6 to 27First Steps in DrawingWith Lyn Ebbe .• Ge ng started, October 6• Using tone, October 13• Drawing natural forms, October 20• Changing the surface of paper, October 27Wokingham Library, 2pm to 4pm. £5 per session

October 27 to 31Half-term ac vi es for childrenA whole host of ac vi es are taking place in libraries from poetry fun, to arts and cra s, as well as a chance to meet illustrator Cathy MacLennan and join in Minecra ac vi es.

• www.facebook.com/ wokinghamboroughlibraries•@WBC_Libraries

….in the countryside October 27 to 31Half-term ac vi es for childrenJoin in the fun this half-term with our week-long courses in sailing and kayaking, or have a taste of all our ac vi es by taking part in our WILD DAYS @ Dinton where you can book an individual day or sign up for a whole week.

Ac vity days run Monday to Friday from £31.50 per day, or £142 for a week. Junior Sailing or Kayaking courses are £198.50 per week* (8 years+)

October 19Fungus ForayHands on learning about these wonderful life forms.California Country Park, 11am to 1pm. Under 12s free / £5 adults

October 24, 25, 26, 30 and November 1Spooky Night Paddle Have you ever wondered what really happens on the lake at night? Come along and experience spooky stories on the creepy black waters of Black Swan Lake.Dinton Pastures, 7pm to 9pm. Cost: adults £12*, children £9* (min. age 4+)

*Dinton Ac vity Centre members can enjoy up to 25% off selected events.10% sibling discount is available on children’s holiday days / weeks.

Booking is essen al for all ac vi es. • (0118) 974 6343 • dintonac vitycentre@wokingham.gov.uk• www.facebook.com/wokinghamdac• www.wokingham.gov.uk/dac

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With so much going on for everyone, be sure to check out our website for a full lis ng of what’s going on and around the Borough.

www.wokingham.gov.uk/events

»www.wokingham.gov.uk/elec ons