News-N-Views

Aspire Housing customer newsletter
Spring 2013
News-N-Views
Aspire cracks down on
antisocial behaviour - Page 11
The bedroom tax
is here - p5
“I love my sofa” - p10 “Well fed” customers - p17
01782 635200 | enquiries@aspirehousing.co.uk | www.aspirehousing.co.uk

2 News-N-Views / Spring 2013
Welcome
Welcome to the spring issue
of News n Views. I hope
you all had a lovely Easter.
First of all, congratulations
to Aspire for being named
the 58th top company to work for in the
Sunday Times 2013 Best Companies
survey as well as being runner-up for
training and development. This is an
excellent achievement and shows that
committed and satisfied staff do provide
a better service to us, Aspire’s customers.
This issue focuses on the welfare reforms
with the Bedroom Tax having now arrived.
Please read the articles carefully – it is
still not too late to do something about
it. If you’re not sure about anything,
don’t be afraid to ask.
There are also articles on the Services
Powered by You week, where Aspire
spoke to more than 200 customers to
find out how it can improve their services.
As a result of listening to your views,
a new emergency repairs system has been
introduced – find out more on page 4.
If you have views on any of the
articles, please let Jane Janaway
know, on 01782 854868 or email
jjanaway@aspiregroup.org.uk
Happy reading!
Mandy Odell, Chair of Customer Panel
Aspire 58th top
company to work for
The Aspire Group has been named
number 58 in the Sunday Times Best
Places to work for. 94% of employees
responded to the survey.
Aspire was also named runner-up in
the Best Companies award category
for training and development, for its
coaching and mentoring programme.
In addition Aspire also maintained
a “one star” accreditation.
Beat the
Bedroom
Tax with a
direct debit
If you have chosen to stay in your home
and pay the bedroom tax, the easiest
way to manage it is by paying your
rent by direct debit.
Direct Debit - the easiest way,
choose paying either every Monday or
monthly on the 1st, 8th, 15th or 25th.
Simply complete a direct debit form
and return it to us and we will arrange
for payments to be taken direct from
your bank account.
A direct debit form can be downloaded
from our website, from the customer
contact centre or call us on 01782 635200
and we will send you one in the post.
Paying by direct debit will mean you
will be included in the incentive
scheme where you can win one of
seven £50 prizes every three months.
Need help getting a bank account?
The Money Advice Team can help.
Online - you can pay your rent online
at www.allpayments.net, you just
need your swipe card and a debit
or credit card to make payments.
By sending a text - first of all you will
need to register for text payments at
www.allpayments.net/textpay,
you will need your swipe card
number and debit card.
By using your smart phone - there is
a free Allpay app that you can download
to your smartphone and pay your rent
using your swipe card and debit card.
By phone - Automated payments
can be made by phoning Allpay
on 0844 5578321. Lines are open
24 hours a day. A swipe card and
your debit/credit card are required.
You can ring Aspire on 01782 635200.
We are here to help - if you are
struggling to pay your rent contact
the Income Management Team on
01782 635200 for help and advice.
Contents
4
7
10
11
13
16
17
19
3. “Services powered
by you”
4. New repairs
service
5. Bedroom Tax
8. Computer course
9. Loan shark money
10. Furniture Mine
11. Tackling antisocial
behaviour
12. Homeless man
helped
13. Neighbourhood
plans
14. You said, we did
15. Affordable homes
16. Customers’
reunion
17. Home for 60 years
18. A day in the life
of: a gas fitter
19. Kidsgrove fun day
20. Wordsearch

www.aspirehousing.co.uk / 01782 635200
Customers tell us what
they think of Aspire
As part of the Go Further for Customers campaign, Aspire held a series of
activities for harder to reach customers during a Services Powered by You
week in February.
During the week, Aspire colleagues spoke to 200 customers, ranging from
single parents to the youth forum, teenage parents, independent living, those
on the housing register, the elderly and Moving On Moving In (MOMI) customers.
Customers learnt how Aspire supports them, both in their home
and in their community life. In return we wanted to hear about
their expectations of what we could offer them.
Activities ranged from informal community feedback sessions, roadshows,
house visits and talking to our team at the customer service centre.
Facebook was also active along with a special text feedback service.
Here are some of the comments from our customers:
“There is a real need for a
place for us to meet and chat.
We want evening classes.”
“If we know we’ve
been listened to,
we feel happier.”
“You can feel
proud, living in
an Aspire house.”
“Antisocial behaviour
is a concern. We want to
get the heart back into the
community, like the Crackley
Olympics last year.”
“Some of the homes could be more
child-friendly. Some of the parks also need
to be more family-friendly.”
“It’s the little
things that make
a difference.”
“I moved home through
Homeswapper which
was excellent.”
“Social landlords are
better than private
landlords – it feels
like they own you.”
“Sometimes you can
have information
overload.”
“We see our sheltered
scheme manager as the
face of Aspire.”
“Aspire is a
safe haven.”
Thank
you
A customer
was so happy
with the
service
provided
by Stephanie
Wheeler and
Linda Fox
in finding
her a home,
that she sent
in a letter.
“When you
feel secure in
your home,
you want to
put down
your roots.”
“I want to buy my house once I get
back into work but I would still like
some maintenance support.”
“I didn’t realise
Aspire is a not-forprofit
company.”
“We’d like to try
out new hobbies
but can’t always
afford to.”
“I’ve lived in my home
for 16 years – it was my
parents’ home before
that. I want to make home
improvements myself.”
3

4 News-N-Views / Spring 2013
1 2
3
4 5
6
7
10 11
New emergency repairs service
The way emergency repairs are carried out
is to be transformed so it is more efficient
and offers much better customer service.
8
A group of Aspire Housing staff, supported
by customers, proposed the radical overhaul
after analysing every aspect of the service.
9
The system is a big change from the way
of working under which Aspire pledges to
deal with all emergencies within 24 hours.

www.aspirehousing.co.uk / 01782 635200
The Bedroom Tax …it’s here
First of all, if you haven’t seen it already,
visit www.aspirehousing.co.uk to view
a really useful video which explains
the welfare reforms.
Since April 1 2013, if you live in a social
housing home and you have one or
more ‘spare’ bedrooms your housing
benefit may be reduced. This could
affect you if:
you are of working age
even if you only get a small amount
of housing benefit – for example,
if you are working
even if you are sick or disabled.
You won’t be affected if:
you live in a one bedroom flat
or bedsit, or if
you or your partner are old enough
to receive pension credit.
The pension credit age is around 61 years
and 6 months but will rise alongside the
women’s state retirement age to 65 in 2015.
What is a spare bedroom?
Under the new rules if you have more
bedrooms than the Government says
you need, you will lose part of your
housing benefit. The new rules mean
you will be allocated one bedroom for:
each adult couple
any other person aged 16 or over
two children of the same sex under
the age of 16
two children under the age
of 10 regardless of their sex
any other child
a carer (who does not normally
live with you) if you or your
partner need overnight care.
It does not matter how the ‘spare’
bedroom is used, the new rules will
apply even if:
you and your partner need to sleep
apart because of a medical condition
the main residence of your children is
another address, but you have a spare
room for when they stay with you.
I do have a spare bedroom
– what will happen to me?
If you have one ‘spare’ bedroom your
housing benefit will be cut by 14% of
the full amount of rent you pay every
week. If you have two or more spare
bedrooms, you will lose 25%.
If your benefit is cut you will have to pay
Aspire Housing the difference between
your housing benefit and your rent.
Limit on benefits
From Summer 2013 the overall amount
of benefit you can receive will be capped.
The Government will add up how much
money you get from a range of benefits,
including: housing benefit, jobseeker’s
allowance, income support, employment
support allowance, child benefit, child
tax credit and carer’s allowance.
If the total comes to more than the
maximum amount allowed your housing
benefit payments will be reduced.
The maximum amount of benefit you
will be able to receive from now on is:
£500 per week for single parents
£500 per week for couples
with or without children
✔ £350 per week for single people
without children.
This will not apply to you if:
5
✔ you get pension credit
or working tax credit
✔ a member of your household is
claiming disability living allowance,
attendance allowance, industrial injuries
benefits or the support element of
employment support allowance.

6 News-N-Views / Spring 2013
What can I do about it?
• Pay the charge (If you would like help
preparing a budget our money advice
team can help).
• Move to an appropriate size property.
You can register for an exchange at
www.homeswapper.co.uk or a transfer
at www.nhaoptions.co.uk
• Seek employment and no longer claim
housing benefit. The employment and
skills team can help you to get into work.
• Take in a lodger (please note that
written permission is required from the
Neighbourhood Team and there are
pros and cons to consider, including
how this may affect your benefits).
Visit www.spareroom.co.uk/bedroomtax
to obtain a guide to taking in a lodger.
Discretionary housing payment
Discretionary housing payments (DHPs)
are administered by Newcastle Borough
Council. DHPs are additional payments
towards rent, paid to benefit customers
who need more help with their housing
costs over and above their benefit
award. The council is given an amount
of money to pay out each year as DHPs
and cannot spend more than the limit
set by the Government.
For more information and to
download an application form visit
www.newcastle-staffs.gov.uk/advice_content
If you need any more advice on the
Bedroom Tax please contact us at
enquiries@aspirehousing.co.uk
or 01782 635200.
Changes to council tax benefit
Since April 2013, if you are of working
age and claim council tax benefit, the
amount of support you receive may be
cut. This is because the Government is
reducing the amount of money available
and asking local councils to run their
own schemes, which may vary from
area to area. Contact Newcastle
Borough Council for details.
BBC Radio Stoke’s reporter Phil McCann talks
to Mr & Mrs Davies about using Homeswapper
to beat the Bedroom Tax. Aspire’s income
manager Paul Malkin provides advice.
Customers who have beaten
the Bedroom Tax
Since Aspire Housing carried out
its roadshow last summer:
• 65% of customers have decided
to stay and pay
• 1% of customers would like
to take in a lodger
• 12% of customers have asked
for support in finding work
• 22% of customers want to move
to a smaller home
• 759 customers have also been
contacted and reassured they
won’t be affected
We are now visiting 150 customers who
haven’t yet responded to our campaign,
to assess if they are affected by the
Bedroom Tax, and if so, how we can
offer our support when deciding
which option to take.

www.aspirehousing.co.uk / 01782 635200
“We used Homeswapper
to find a smaller home”
Mr & Mrs Davies (pictured left) had lived
in their four-bedroomed family home in
Seabridge Road, Clayton, for several
years. Over time their children have
flown the nest, leaving the house
under-occupied under the rules
of the Bedroom Tax.
“We knew the Bedroom Tax was coming
but could not afford to stay and pay, so
we decided to do something about it.
We had been told about Homeswapper,
so we gave it a try.
It was really easy to use – we requested
that we wanted to stay in Clayton, but
to downsize to a smaller home. Not only
did we find a smaller home, but it was
in the same road as before.”
“I have to stay and pay
to see my children”
Mark Taylor, 45, from Parkfield Close,
Silverdale, is a single dad who only sees
his children at weekends and during the
school holidays. He is living on his own
in a two bedroomed flat, so under the
rules of the Bedroom Tax, he has one
bedroom spare which means 14%
of his housing benefit will be cut.
His spare bedroom has a bunk bed
shared by his two daughters, aged
nine and 14, and a single bed used
by his son, aged 13.
Mark has been unemployed for
nine years as he suffers from
a spinal condition.
New allocations policy
A new joint allocations policy was
introduced at the end of March, 2013.
This introduces some changes linked to
welfare reform, including the number
of bedrooms that customers on the
waiting list can apply for. If you
know anyone who is on the housing
register, please get them to visit
www.nhaoptions.co.uk to find out
how the changes may affect them.
What is Homeswapper?
Six hundred customers have signed up
to the Homeswapper service since the
official launch on 1 July 2012. It gives
customers the option to search for a
mutual exchange, not only in this area
but across the UK as over 800 landlords
are participating. It can be quicker than
waiting on a transfer list. Customers
looking for a move should register
at www.Homeswapper.co.uk
Please note that this also now applies
to Stoke-on-Trent Housing Society
customers who can also register
for free.
Mark said: “This tax is
unfair on single parents.
If I can’t accommodate
my children, they won’t
be able to stay overnight.
I’ve been working on
online surveys to try
and find whatever
money I can to pay
the tax.”
7

8 News-N-Views / Spring 2013
Residents welcome
computer course
Residents in Crackley who want to find
work have attended a five week computer
course at the community centre so that
they can apply for jobs online.
The course was held by Aspire
in partnership with Staffordshire
County Council and the Family
Employment Initiative.
Aspire’s employment skills adviser Kay
Fryer explained: “The course is part of the
Crackley job club project, where residents
can drop in on a Monday morning and get
advice on how to find work or training
opportunities. The Government wants
people to apply for work online,
as part of the universal job match – we’re
delighted that 11 residents have attended
the course each week and have found
it really helpful.”
Wendy Stanley, 47, said: “I come every
week – I now know how to send emails,
write a CV and covering letter – the
course has given me confidence.”
Single parent Mary Bowen, 32, agreed.
“We enjoy it – I’ve applied for work
as a care assistant.”
John Close, 40, used to help out at
Furniture Mine and has been encouraged
to find warehouse work. He persuaded
friend Darren Reid, 35, to join the course.
“Darren has never applied for a job
online, so I told him about this course.
We both feel more confident with
computers now.”
Debra Wilton, 44, has been out of work
for 14 years as she had a family and
stayed at home to look after her children.
“It’s been worth coming to all of Aspire’s
courses. I want to work in retail. Aspire
has been really good to me, providing
me so much support.”
Tutor Robbie Fricker said: “It’s great to
see so many learners trying their best to
get work. They deserve lots of success.”
If you would like support on using
computers, please contact Aspire’s
employment and skills team on
01782 635200.
Volunteers
thanked
Since the call for volunteers began over
a year ago, 154 colleagues and customers
have helped make a difference by giving
up their spare time to help others.
Normally people can only spare a day or
a couple of hours to help out, which is
gratefully received. So Aspire’s assistant
independent manager Julia Downs was
delighted when Morris and Paula Daley
volunteered to work a couple of days a
week in the café at Mill Rise as well as
serve up the Christmas dinner!
The couple are no strangers to hard
work, or to working together. They ran
a pub in bustling Fleet Street, London,
and more recently spent 12 years in
Spain and returned to England to settle
in Newcastle, as Morris, 62, comes from
Silverdale. They had difficulty proving
citizenship so sought advice from Aspire,
who helped find them a bungalow
in Newcastle.
Paula, 64, said: “We wanted to put
something back, so when we heard that
Aspire needed help running the café at
Mill Rise, we were only too happy to help.”
Morris added: “We love meeting all
the folks here – every day is different.
We listen to them and learn so much
from them.”
Special thanks also go to Helen Baddeley
for her help with the Christmas meal.

www.aspirehousing.co.uk / 01782 635200
Loan shark money put
back into community
Cash confiscated from convicted loan
sharks has been awarded to seven
projects in Newcastle to benefit the
community and highlight the dangers
of loan sharks.
The England Illegal Money Lending Team,
working in partnership with Aspire Housing
and Staffordshire County Council, provided
the ill-gotten gains taken from illegal lenders
to local communities, with more than
100 residents deciding which projects
would receive the funding, during an
event held at Aspire.
The Salvation Army was chosen as the
overall winner, receiving £1,000 worth
of loan shark’s confiscated cash. They
will use this funding to continue to run
a lone parent support group who give
each other peer support in relation to
issues including loan sharks. The group
would like to give out stickers to members
of the community warning them not
to turn to loan sharks.
Each of following projects also
received £500:
Dangling Carrot Youth Group will fund
stickers bearing the 0300 555 2222 hotline
number, to raise awareness of the dangers
of loan sharks throughout the community.
Keele University Students’ Union
placed two bids. They will fund workshops
on the danger of loan sharks, with
representatives from the banks talking
about the safe and legal savings accounts,
loan options and free student overdrafts.
Secondly they will pay for the publication
of a financial management webpage
connected to Keele.
Bradwell Village Resident
will fund leaflets raising awareness
of the dangers of loan sharks.
Poolfields Residents’ Association
will fund stickers with the 0300 555 2222
hotline to be displayed on wheelie bins
on major roads and in deprived areas.
The Reginald Mitchell Primary School
will supply children with drinking water
bottles which will bear a logo telling
of the dangers of loan sharks.
Paul Malkin, Aspire’s income manager,
said: “Aspire Housing is committed to
making an impact on the lives of people
that live within the communities in which
we work. The Illegal Money Lending
Team can help us to change people’s
lives by removing the loan sharks
that can destroy lives.”
Don’t be tempted
by an instant loan
During these poorer times, it is very
tempting to visit websites that offer
instant loans at just a click away,
or high street shops where you
pay for household items on credit.
These organisations aren’t illegal, but if
you don’t understand how much you will
have to pay back and when, you can end
up paying double if not more than the
original loan or purchase is worth.
There are many instant loan websites.
They will only work for you if you pay
back on the agreed date. If you fail to
do so, they will try to take cash from
your debit card account, and that’s when
it really starts to hurt. The interest rates
escalate.
Go to a local credit union instead – their
loans don’t bite back.
Or for household items, visit Furniture
Mine – affordable quality furniture and
white goods that look good in your
home (see page 10).
9

10 News-N-Views / Spring 2013
No shabby here – only shabby chic!
Furniture Mine has been working with
PM Training in Stafford to “upcycle”
certain items of furniture, giving them
the “shabby chic” look.
When people first hear about a furniture
recycling organisation, they wrongly believe
that the items will be second best, looking
shabby and tired, rather than high
quality and good enough to suit all
homes, whether modern or traditional.
This is not the case at Furniture Mine.
Visit their soon to be launched website
at: www.furnituremine.org.uk to see
the types of items that are in the
showroom in Stoke or shop
in Newcastle.
Olivia Bennett, 19, enjoys
her sofa that only cost £30.
If items do look shabby but have potential
to last a long time, apprentices at PM
Training in Stafford have worked hard
to turn them into the “shabby chic”look.
Mark Roe, transformation manager at
Furniture Mine, said: “We saw the potential
to improve certain items of furniture,
turning what looked like shabby, tired
looking drawers into the shabby chic
style that appeals to customers.”
PM Training tutor Bryan
Edwards said: “We’ve been
delighted to take on this project.
Not only is it great to recycle
donated furniture but it
has also been an excellent
opportunity for our apprentices
to learn new skills at the
same time.”
Olivia Bennett, 19 from Audley, had just moved into an Aspire home and
needed furniture for her living room, so she visited Furniture Mine. “I was
really impressed with the range of styles and quality of furniture that was
available,” she said.
“I wanted a sofa for my living room, and only had to pay £30 for it. I love my new
sofa – it makes my flat look like a home now. The staff at Furniture Mine were also
really helpful and provided an excellent service. I’m glad I went there - it’s so much
cheaper than visiting shops like Bright House or taking out a loan.”
Please note that wheelchair access is available at the front of both sites.
Where is Furniture Mine?
Newcastle
Stoke-on-Trent
Opening hours
Furniture Mine Registry Street, Stoke
Monday –Thursday: 9am-4.30pm
Friday: 9am-4pm.
Furniture Mine,
Bridge Street, Newcastle
Monday –Thursday: 10am-4.00pm
Friday: 10am-3.30pm.
Saturday: 10am-2pm.
Website
www.furnituremine.org.uk
www.facebook.com/furnituremine
Phone
01782 846111

www.aspirehousing.co.uk / 01782 635200
Aspire cracks down
on bad behaviour
Aspire Housing takes complaints
regarding antisocial behaviour (ASB)
very seriously and since it launched its
new procedure to tackle complaints
in October 2010, 83 court injunctions
have been issued and six evictions
have taken place.
The new procedure offers a victim-focused
approach combined with zero tolerance to
those who continue to cause a nuisance
or behave in an antisocial way.
When a customer reports an incident of
antisocial behaviour they are contacted
by a member of the neighbourhood
services team within three days, or
within 24 hours for serious cases.
An action plan is agreed with the
customer and they are provided
with a named officer who will
manage their case.
New approach to ASB
Action plans are revisited and agreed
throughout the case so that customers
are clear on what action is being taken
and what they need to do.
Aspire has also reduced the number of
warnings given to perpetrators and take
swift legal action where behaviours do
not change.
Aspire’s head of housing
Caroline Baggaley says: “I am
pleased with the results of our
new procedures as Aspire does
not tolerate antisocial behaviour.
We work closely with the police
and local community to ensure
that residents feel safe in
their homes.”
Since the launch of the new procedure Aspire Housing has seen increased
engagement in our satisfaction survey and positive customer satisfaction.
Performance measure Satisfaction survey
Apr - Dec 2011/12
How quickly were
you interviewed
about your case?
How satisfied were
you that you had been
kept up to date with
what was happening
throughout your case?
How satisfied were you
with the outcome of
your case?
How willing would you
be to report ASB to
us in the future?
Number of
respondents
202
202
202
202
Satisfaction survey
Apr - Dec 2010/11
% Satisfied Number of
respondents
% Satisfied
91.9%
84.2%
84.5%
95%
62
62
62
62
87.6%
84.4%
73.4%
85%
11
“I want my neighbours
to know the truth”
Siobhan Coleman, 31, was so fed up
with her next door neighbour who was
behaving in an antisocial way that she
contacted Aspire Housing to report their
behaviour and recorded everything that
was happening which helped to get
them evicted.
“I’d had enough,” said Siobhan, from
Beasley Avenue in Chesterton. “A woman,
Zoe Bayley, moved in with her partner
Kevin Davies and family last June and
right from the start they were trouble.
“Visitors were coming and going all the
time, slamming doors, drinking, and
smoking joints. There was shouting,
arguing, swearing and fireworks.”
Aspire Housing secured an antisocial
behaviour injunction against Zoe Bayley
and Kevin Davies but they both breached
the conditions and received a suspended
prison sentence of 28 days. Possession
proceedings followed and they were
evicted in January.
Aspire’s neighbourhood housing officer
Lee Flackett said: “The antisocial behaviour
injunction gave Zoe Bayley a chance to
change her behaviours and remain a
tenant however she continued to behave
in a way which is unacceptable and
possession proceedings were taken by
Aspire’s legal team. I look after customers
in Chesterton and we don’t tolerate
antisocial behaviour. We want to make
the area a better place for people to
live in.”
He added: “This case went smoothly
because Siobhan recorded every incident
so that she would be able to recall
events accurately.”
Siobhan said: “I want neighbours
to know the truth about what was
really going on behind closed doors.
Don’t suffer in silence – record
everything talk to Aspire.”

12 News-N-Views / Spring 2013
Partners help
homeless man, 83
An 83-year-old man with mobility
issues and memory problems was
made homeless when his partner
told him she was not able to look
after him after he had a serious fall.
As his six week stay in hospital came
to an end, the gentleman turned
to Newcastle Housing Advice and
Aspire’s lettings team for support.
Being a priority case, he was found
a home within one of Aspire’s
sheltered schemes.
Nicholas Bolger and student social
worker Steve Hammond assessed his
needs and planned his new home
including a referral to Neil Reeves
from the floating support team.
Neil met the gentleman and with
the support of student Liz Colclough
and sheltered scheme manager Karen
Bratton, the customer was moved
into his new home within a week.
Neil, Liz and Karen work tirelessly in
partnership with a range of professionals
to ensure the move happened on time.
The customer also received support
from Furniture Mine to provide a bed,
sofa, chair, table and wardrobe for
his new home.
He is now settling into his new home
and receiving occupational therapy
treatment from Sue Smith.
Aspire’s assistant independent
living manager Nick Bolger said:
“This experience shows how Aspire
can co-ordinate a multi-agency response
to support a homeless elderly vulnerable
man to regain his independence and
safety in the community.”
You may be
VAT exempt
Caring customers
Young and old brush up creative skills
A group of residents from Mill Rise
in Cross Heath took part in an
intergenerational art project with
young people from Project House
at Ramsey Road.
The project, called ‘Intercom’ involved
four art sessions around the theme of
‘Things to do,’ past and present and was
run by Creative Arts North Staffordshire.
The first of the sessions, which all took
place in the hobby room at Mill Rise,
gave the chance for the group of older
and younger participants to generate
ideas for their work and discuss the
differences/similarities in interests and
pastimes between the generations and
also offered the chance for the older
generation to share their knowledge
and skills with the young people.
It also provided the young people with
an opportunity to give an insight into
their interests and teach the older
generation new skills in technological
advances such as smartphone apps.
The project has helped to challenge
perceptions of the age gap and
increase understanding and
respect between generations.
An exhibition of all the work was
displayed at Ramsey Road Community
Centre where participants and the
wider audience were invited to take
a look. The exhibition has moved to
Mill Rise to give residents there the
chance to look at the completed work.
You may be exempt from VAT if you
need to buy items that will assist you
or is to be used for someone who is
chronically sick or disabled. Please visit
Ability Aware for more information:
www.abilityaware.com
Customers at Durber Close sheltered
housing scheme in Audley knitted some
dog blankets for the City Dogs Home
in Stoke on Trent.

www.aspirehousing.co.uk / 01782 635200
Making progress with
our neighbourhood plans
The annual review of Aspire’s neighbourhood plans for Crackley and Poolfields
has highlighted progress against the projects that have taken place over the
last 12 months to continue to improve these areas.
In Crackley the following has happened:
• Aspire is working with Streetscene
to clear and maintain land sites.
• Boundary improvements, low
maintenance gardens and
driveways on 135 homes.
• Repairs to properties including
upvc cladding of 204 homes, 29
air source heat pumps, 42 kitchens,
27 bathrooms and 9 boilers replaced.
• Street audits.
• Crackley Work Club has assisted 20
residents in gaining employment so far.
• Beat the Cold continues to visit
customers to help reduce energy costs.
• Residents informed about
welfare reforms.
• Crackley Residents’ Association have
organised a number of successful
community events.
• External funding secured to plant
75 semi mature trees.
Meanwhile, in Poolfields:
• A soft landscaping scheme is underway
to improve the land at the back of
St Mary’s Drive.
• The Realise Foundation worked with
children from St Giles and St Georges
School to design artwork at the school
and at Thistleberry Park Way.
• External funding secured to plant 50
semi mature trees and 10,000 bulbs.
• Property repairs include a programme
of roofing replacements at 191 homes,
14 kitchen replacements, 2 bathroom
replacements and 3 new boilers.
• Poolfields Job Club has moved
to Newcastle Town Centre.
• Local schools have been learning about
skills that first time tenants might need.
• 112 customers across both areas
referred to the employment and
skills team for support.
• Consulted and developed plans to
deliver environmental improvements
including boundary improvements
and off road parking for 195 homes
during 2013/14.
Keep communal
areas safe
Aspire Housing would like to thank
those customers who have taken fire
safety seriously and have removed
obstacles from communal areas that
might trip someone over or catch
fire, making it more dangerous.
However, some customers have put
back items, which is in breach of
fire regulations.
Pooch problem
13
Please can you make sure that any items,
including bicycles, pieces of furniture,
plant pots and door mats are kept
away from communal areas.
Aspire will be writing to customers
to remind them of the rules. Items will
have to be removed if customers don’t
follow our request and they may be
charged for storage of such items
before they are destroyed.
If you have any questions on this,
please contact your neighbourhood
officer on 01782 635200.
An issue raised by many customers
about their neighbourhood is the
amount of dog dirt left on the
pavements. Please could all dog
owners remember to poop scoop –
it not only makes it a nicer, area for
everyone to live in, but also cheaper
for clean-up operations.

14 News-N-Views / Spring 2013
You said
We did
If you want to contact us, please
ring 01782 635200 or email us at -
enquiries@aspirehousing.co.uk
or visit the customer service centre
at 43-45 Merrial Street,
Newcastle ST5 2AE.
Housing
Services
You said:
A customer was not happy when some
information that they handed in to us
in relation to a change in their tenancy
was not passed on quickly enough to
the relevant team for action.
We did:
We have now amended our processes
so that any documents we receive in
relation to tenancy amendments are
scanned on receipt and sent electronically
to the relevant team for action.
This ensures a speedy process.
Newcastle Housing Advice
You said:
A customer wrote to us to tell us
about the excellent service they
received from Aspire’s Newcastle
Housing Advice service. They remarked
on the professional and caring attitude
of the member of staff who supported
them through a difficult and serious
period of their life.
A big step forward
As a customer, you can now take
a big step forward in the digital age
with the launch of new facilities
on Aspire Housing’s website.
The website www.aspirehousing.co.uk
has been completely rebuilt to provide
much clearer navigation, up to date
information and user-friendly features.
A key part is the Your Account feature,
which allows customers to:
• pay your rent
• see rent statements and
view their balance
• request a repair and track its progress
• add a new repair request
• update personal details
By April 434 customers had signed up
for the feature, which is far higher than
achieved in other housing associations
that have introduced the facility.
The website also offers:
• forms to request services such as
bulky waste collection or reporting
antisocial behaviour
• a library of newsletters, leaflets,
films and publications
• full information about Aspire
Housing’s services
In addition, Aspire Housing teams are
communicating with customers via
YouTube and other social media.
Maintenance
Services
You said:
Sometimes you feel that we fail to
communicate appropriately in relation
to the repairs service that we provide.
We did:
We have recently introduced new
customer service standards and these
include providing better communication
to customers and jobs right first time.
We will be working with our colleagues
to ensure we get this right.
We did:
Aspire staff are committed to providing
excellent customer service and work
very hard to ensure that customers
are treated as individuals. We are very
proud of our staff and the services
that we provide.
You can “like” us on Facebook at
www.facebook.com/aspirehousing and
follow us on Twitter @The_ AspireGroup.
Caroline Baggaley, head of housing
services, said: “Services can be accessed
quickly and easily on the web without
the need to visit the customer service
centre or to pick up the phone.
“There’s lots of useful information on the
website that will often help customers
answer the question they have.
“The website, together with Facebook
and Twitter, is also a great way of
staying in touch with Aspire and
our communities.”

www.aspirehousing.co.uk / 01782 635200
Aspire shows how new
homes can be affordable
Aspire Housing celebrated National
Shared Ownership Week from 18-24
March with a series of events at its new
property developments to explain how
shared ownership can make buying
a new home affordable.
Shared ownership is when buyers
purchase an initial 50% share in a
property and pay rent on the rest to
help them get on the property ladder.
Divorcee Debbie Ainsworth, 47,
(pictured) has never looked back
since moving into her new home
at Heritage Park, Silverdale.
Throughout the week, events took place
at Kidsgrove, Blurton, The Orchard
and Heritage Park.
Wayne Hughes, managing director
of Aspire Housing, said: “Aspire
Housing is excited to provide
high quality affordable homes
for communities across Newcastle
and Stoke-on-Trent. We hope that
residents will realise that buying
their own home can be affordable
under the shared ownership scheme.”
Interested in shared ownership?
Please contact Parwin Khaliq or
Kayliegh Jarvie on 01782 854864.
15
“Because I had some
money from the sale of
my old home, I wasn’t able
to go on the social housing
register. But I didn’t want
to rent privately as it is just
money being thrown away.
The shared ownership option
really is the best solution
for me as I had some
equity. I love my new
home – it’s my castle.”

16 News-N-Views / Spring 2013
Park Vista customers
reunited with architects
Customers who have lived more than 20
years at the Park Vista flats in Hanley,
Stoke-on-Trent, enjoyed meeting the
architects who designed their homes.
Architects Antony Clarke and Alan
Harper were delighted to meet
the happy residents. Anthony said:
“We were a partnership in design.
It all started back in 1972 but took
a long time to get off the ground.”
Alan said: “Allan Days was the estate
agent and the main motivator behind
the project.
Better communications
Communications for Stoke-on-Trent
Housing Society customers is set
to improve after the society’s panel
carried out its first review of a service.
The society’s customer panel was
formed in 2012 and it meets regularly
to consider issues on behalf of tenants
and seek improvements.
The panel posed a series of questions
to Trevor Jones, the chair, and to
Aspire’s neighbourhood, lettings
and communication teams.
Among the issues were:
• Information given to new customers
on acceptable behaviour and being
a “good neighbour”
• What information the society’s
customers get from Aspire on
the services they are offered
He spotted the site which used to be
Hanley Power Station. Resident Chris
Cartlidge, 65, said: “I’ve been here
since it first opened. I love living here.
Not much has changed in the last 30
years. I have a small flat but it suits
me as I’m not good at being tidy.
I can also see beautiful sunsets
over the park.”
Aspire’s site manager Alan Bragg
has worked on the site for 15 years.
“We had a bit of antisocial behaviour
to sort out when there was a fire but
this was soon resolved.”
• Whether Aspire’s officers could
attend events such as community
coffee mornings
• Whether the website could be
improved for the society’s customers
A number of areas for improvement
were agreed, including:
• More noticeboards around the
properties with contact details of
the site staff and for community use
• Improving the induction pack
new tenants receive so it provides
better information
• Society customers joining Aspire’s
customer communications group –
in order to reflect their interests in
News n Views and other publications
• Putting more information for society
customers on Aspire’s website.
Betty Smallman, 72, has lived with her
husband Arthur in the flats for nearly
27 years. “We’re on the top floor and
like it here – the views are fantastic.
You can see Cannock Chase on
a good day.”
Arthur agreed. “It’s safe here and
close to the town. We’ve seen so
much happening with our bird’s
eye view. We saw Prince Charles and
Princess Diana come down into the
park in a helicopter once. It’s brilliant.”
Steve Bromley,
panel chair:
“Communication is vital in every
walk of life and I think Stoke-on-Trent
Housing Society, in conjunction with
Aspire Housing, already have a good
system in place to help current and
new customers make the most of their
tenancy. However, it could obviously be
improved and it was extremely pleasing
that Trevor Jones and all concerned not
only listened to the customer panel but
acted on our suggestions and comments.
“I would like to thank the panel for
their enthusiasm and commitment
and we look forward to the next
subject review and the opportunity
to further discuss and improve, if
required, the needs of both SOTH
and Aspire housing residents.”

www.aspirehousing.co.uk / 01782 635200
Dennis Cooke, 95, has seen many
changes in his neighbourhood as he
has lived in the same Aspire home
for 60 years.
“I remember the day we moved in.
It was in 1953. I picked up the keys
at lunchtime, went back to work
in the potteries and we moved
in during the evening.”
May is significant for Dennis. It was his
wife’s name because she was born on 1
May, he met her in May, they got married
on 11 May and moved into their Aspire
home in Kentmere Place, Clayton, on
18 May.
“We had 48 wonderful years together
here. Sadly May died several years ago.
But I would never leave my home –
why would you change it with
a view like this?”
Dennis Cooke enjoys the views
outside his Clayton home.
“I’d never leave my
home of 60 years”
Dennis’s home overlooks a large green,
where he has special memories, including
learning how to ride a tandem with his
wife. “When we first moved here, it was
all fields and there were only four houses
here. Now the field is a green surrounded
by homes and the skylarks have flown.”
Dennis’s house has also changed during
his tenancy, with a new kitchen being
fitted, a bathroom being adapted and a
new front garden put in by PM Training.
“Aspire have been very good to me,”
says Dennis. “Neil, my neighbourhood
officer, would help take away my
rubbish and look after me.”
Dennis looks really healthy for his
age. What is his secret? “Always have
stairs in your home and never drink
more than 3 pints when you go
out. I’ve never had a car – I used
to regularly walk from Clayton
to Hanley – it took me 50 minutes.”
Stephen makes
sure customers
are “Well Fed”
Stephen Federoff, 47, (pictured above)
had long wanted to set up his own
sandwich shop, so when he saw a
business unit become available Paris
Avenue, Westlands, he decided to
make his dream come true.
“I’ve lived here all my life,” says
Stephen. “I’ve worked in golf clubs
running the catering and bars but
I really wanted to work for myself.
So when my job came to an end
at the golf club last year, I decided
to go for it.”
17
The sandwich shop opened in January
and is known as “Well Fed”, a true
description after tasting Stephen’s food.
“I only provide fresh food here,” he says.
“People prefer to see it being made
rather than have a pre-packed lunch.
But it’s not just about sandwiches – we
also provide jacket potatoes, oatcakes,
salads, breakfast boxes, bacon butties.
I also take pre-orders so it’s ready for
you to pick up. I can also deliver
for bigger orders.”
When business is busy, Stephen’s family
and friends help out. “I know I will never
be a millionaire but this is something
I’ve also wanted to do. I’ve also got
my evenings back now – I was
working 45 hours a week before.”
Well Fed is open Monday to Friday
from 8am until 2.30pm and on
Saturdays from 8am until 1pm.
Tel: 01782 636427.

18 News-N-Views / Spring 2013
A day in the life of...
a gas fitter
Gas fitter Richard Hallam, 27, has never
looked back since he first joined the Aspire
Group as an apprentice nine years ago.
“I applied for an apprenticeship with
PM Training because I wanted a hands
on job,” says Richard. “I like gas fitting
and it became a full time job at the end
of my apprenticeship.”
“My day starts early, around 7.30am,
but I don’t have far to travel as I live in
Wolstanton. I pick up my job ticket from
my pigeon hole – usually I know what
I’m doing the night before so I can load
my van up with materials from Travis
Perkins. Most materials are usually
delivered direct to the property.
“Although I’m a gas fitter,
I’ve learnt many all-round
skills. Everything I have learnt
has been thanks to Aspire.”
“This week I have been working on
fitting a new plumbing system in a
house in Audley, a job which costs
around £4,000. My boss, Dave Mason,
will have explained the work involved
to the customer, but when I turn up,
I usually go through it all again and
answer any questions they may have.
I can also give the customer advice
on other services provided by Aspire,
such as Furniture Mine.
“Sometimes, because I’m wearing
an Aspire badge, customers ask me
if I can fix something else in the house
while I’m there. If it’s a quick fix I’ll do
it, otherwise I’ll explain what the
customer needs to do.
“Putting in a new heating system is a big
job – we’ve had to take up floorboards,
get up on the roof and do some joinery.
There were only four radiators before
– now there will be one in every room.
“I’m hoping we’ll get the work finished
today – that’s four days in total. I’ve also
been training an apprentice this week,
so I’ve gone full cycle.
“The day finishes when the project I’m
working on is complete – I can’t just
stop everything at 4pm if I’m in the
middle of fitting a boiler, for example.
“I’ve seen a big change in Aspire over
the last nine years – the company is
moving in the right direction. Sometimes
communication can be difficult being
on separate sites – it would be better
if we were on one. But standards
have definitely gone up”.

www.aspirehousing.co.uk / 01782 635200
Customers from Kent Grove sheltered
housing scheme enjoyed taking part in a
film project with Staffordshire University.
A range of short films were created by
students to demonstrate energy saving
tips and highlight the various schemes
available to older members of the public.
Over 100 first year students from
the university’s BSc (Hons) Film
Technology course were involved
in the SEE GREEN project.
The films were judged by Aspire
Housing customers in Chesterton
at a special screening. The winning
film was Let’s SEE GREEN by Maxwell
Haynes, Ben Hume, Josh Hughes
and Max Trayhorn – visit
www.vimeo.com/channels/seniorenergy
to see it.
Willhelmina Stokoe, 80, said: “I enjoyed
taking part – I didn’t mind the camera on
me. Older people remember never really
having heat – we used to put a plate
from the oven in the bed to warm
it up. I don’t do that now though.”
Communities brought
together in Kidsgrove
Aspire Housing brought communities
from Kidsgrove, Alsager and Crewe
together to enjoy a fun day for all the
family at Kidsgrove Athletic FC on 17
March. The fun day also raised £327
for the Realise Foundation.
19
Despite the cold weather, families enjoyed
watching Kidsgrove youngsters play against
Newcastle Town FC, followed in the
afternoon by Aspire v PM Training.
There was a warm welcome from
Gill Burnett, the Mayor of Kidsgrove,
John Rowley, Chairman of Kidsgrove
Athletic FC and Tim Edwards, Aspire’s
group head of regeneration.
Families also enjoyed a fun fair, bar, face
painter, food, bric a brac, raffle for the
Realise Foundation and a bouncy castle.
Chesterton film New training
programme
A new training programme is
available for customers – please visit
www.aspirehousing.co.uk to download
it or contact the employment and
skills team for more information
on 01782 635200.
Epilepsy support group
Gemma’s Ray of Hope Epilepsy Support
Group meets on the first Monday of
every month from 10am-12 noon and
6pm-8pm at the Orme Boy’s Centre,
Orme Road, Poolfields, Newcastle under
Lyme. Please ring 07864 679636 or
visit www.gemmasrayofhope.org.uk
for more information.
Apprentices awarded
National Apprenticeship Week included
an awards ceremony for PM Training
apprentices. Dan Cutter, Jamie Bird
and Ashley Franklin were joint winners
overall and won the “Growth Award”
and “Value Award” respectively and
Quality Award Winner, Leanne Boothby
Pride Award Winner. Mr Mike Mitchell
from JCB and Alan Salt from PM Training,
presented the awards.

20 News-N-Views / Spring 2013
Wordsearch
The wordsearch in this edition
is all words related to flowers.
blossom
bluebells
columbine
crocus
daffodils
forgetmenots
hyacinth
lily
phlox
prairierose
snowdrops
violets
All the above words may be found,
backwards, forwards, horizontal,
vertical and diagonal.
S T L J L Y V S U C O R C
I S P S V T R U V M Q O R
E N H A V L Y Q P H L A C
N O A Y E V P L K N I P N
I W B X A B I H J R F J M
B D W X I C U O I E R E O
M R L R H P I E L D C C S
U O Z E X W R N T E Z R S
L P Q F N O W L T O T R O
O S Q D S B N G T H N S L
C D S E C I N X O L H P B
Q Y L I L N A L J M P K B
N U J L J B L U E B E L L
M K S T O N E M T E G R O
Thanks for
Dates for diary
your comments Midsummer Mayhem
28 July
Lyme Valley Park, Newcastle
Contact us
In Person
At our customer service centre
43 - 45 Merrial Street,
Newcastle-under-Lyme, ST5 2AE
9am - 5.00pm Monday to Friday
9am - 12noon Saturday
By Phone
01782 635200
8am - 5.00pm Monday to Friday
9am - 12noon Saturday
By Email
enquiries@aspirehousing.co.uk
Prizes
1st Prize = £35
2nd Prize = £30
3rd Prize = £20
(Potteries Shopping Centre Vouchers)
The winners of the wordsearch
From the last edition were:
1st = Mrs B Darlington
2nd = Mrs Pam Williams
3rd = Rosemary Bennett
Send your completed entries to:
Scott Baggaley, Aspire Housing,
Newcastle-under-lyme,
FREEPOST MID21890, ST5 0BR.
Closing date for entries: 27 May.
Name_______________________________________________________________________________________________________________
Address_____________________________________________________________________________________________________________
Thanks go to readers who gave us
their feedback on what they think of the
new-look News n Views. The comments
were very positive with a few suggestions
for more articles on news from rural areas,
providing a healthy recipe and tips for your
home. We do listen to your feedback and
welcome it at all times.
Here are just a few of the comments:
“It’s colourful, providing clear information,
whatever your needs.”
“The best thing is what you’re doing
for elderly people.”
“I think it is excellent – full of interest and
very informative. It keeps people aware of
what is going on locally.”
“Lots of useful information!”
“Big improvement.”
“Such a great breathe of fresh air – it’s a
pleasant read, not a bore. Great layout
and very informative.”
AspireHousing @The_Aspire Group
Out of hours
Emergency housing advice
01782 615599
Emergency repairs
01782 854999
Antisocial behaviour hotline
0845 6803758
By Post
Aspire Housing
Kingsley
The Brampton
Newcastle-under-Lyme
ST5 0QW
For information in another language
or format (large print, Braille, computer
disc), please contact us.
01782 635200 | enquiries@aspirehousing.co.uk | www.aspirehousing.co.uk
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Stoke Pride
Saturday 10 August
Northwood Park, Stoke on Trent