havebury news

havebury news
Winter 2015
Ho
ho ho!
Merry
Christmas
& Happy
New Year!
Inside your winter Havebury News...
Mr Williams is a £1,000
winner! Page 3
Gas safety warnings after
flat explosion Page 10
Heath Court is officially
opened Page 14

Winter 2015
In this issue…
3. News
5. Solar panel update
6. Resident involvement
7. IT & performance
8. Financial focus
10. Health & safety
11. Top tips
12. Neighbourhood News
13. Willow Support Services
14. Development update
Mr & Mrs Prigg, who are amongst the first
Havebury tenants to have solar panels
installed on their home (p5)
Applying for a Havebury
garage is now much easier
thanks to our new 24/7 online
application process.
To find a garage, simply visit
www.havebury.com/garages and
enter your address details or the
postcode of your preferred location.
Our system will then pinpoint
available garages in that area,
after which you can apply for
rental online.
Applications will be actioned on a
first come, first served basis, with
the exception of requests from
Blue Badge holders who will be
given priority.
Havebury owns 3,200 garages in
Bury St Edmunds, Haverhill and the
surrounding villages.
These are available to rent from
between £6.45 and £12 per week.
For more information about applying
for a Havebury garage, contact
our Customer Service team on
0300 3300 900, and select option 4.
Report nuisance noise round the clock with new app
Tenants who are having
problems with noisy
neighbours can now use a
new app to report issues at
any time of day or night.
The free Noise App is available
to anyone with a smartphone or
tablet, through which they can
choose Havebury as their service
provider.
After filling in some basic details,
they are able to record the
nuisance noise via their device,
logging information such as the
Our Christmas 2015 opening hours:
Monday, December 21 to Wednesday, December 23: 8.30am to 5pm
Thursday, December 24: 8.30am to 4pm
Friday, December 25 & Monday, December 28: Closed
Tuesday, December 29 & Wednesday, December 30: 8.30am to 5pm
Thursday, December 31: 8.30am to 4pm
Friday, January 1: Closed
A very merry
Christmas and a
happy new year
from us all
here at
Havebury!
Garage application process simplified
volume, where the sound is coming
from and what impact it is having
on them.
Anti-social behaviour co-ordinator
Peter Dunsdon explained: “Once the
tenant has logged all the relevant
information, the report is received
by our team. We can then take the
appropriate action.
“It’s a fantastic system, as it
gives the tenant the chance to
easily record the offending noise
as it happens, and contact us
immediately. The fact that it is free
for tenants to use is also a huge
bonus.”
To download the app, visit
www.thenoiseapp.com or visit App
Store or Google Play.
Havebury
acknowledged
for commitment
to environment
Havebury’s green
credentials were
recognised at this year’s
Bury Free Press Business
Awards, when the partnership
was shortlisted in the
Environmental category.
Award judges were impressed
by our environmental
initiatives, which include
the installation of solar
photovoltaic panels to our
Bury St Edmunds headquarters
and to hundreds of our
properties.
Other green measures include
the fitting of external wall
insulation in more than
150 of our homes, plus the
installation of Air Source
pumps.
Through these, external heat
can be absorbed and used in
radiators and boilers.
Havebury chief executive
Karen Mayhew said: “We’re
delighted to have been
shortlisted for this award.
“As an organisation, we are
passionate about consistently
improving our green
credentials and reducing fuel
poverty for our tenants at the
same time.”
You can watch a short
video about Havebury’s
environmental initiatives with
head of assets Matthew Dick
at www.havebury.com.
War hero Henry
wins £1,000 in
Havebury competition
Second World War veteran Henry
Williams (above) was the first £1,000
winner in our competition aimed at
tenants who pay their rent on time.
Henry, who is 98 and a greatgrandfather
of 12, lives in the Beetons
Lodge sheltered housing scheme in
Bury St Edmunds.
He was told of his win by his
independent living advisor Gillian
O’Donnell.
Henry, who served in the Navy for five
years, said: “I’m really happy to have
won the competition – I wouldn’t mind
if the draw was held every week!
Competition terms and conditions
News
“I’ve already committed the money
to be used as Christmas presents
for my grandchildren and greatgrandchildren.”
Mr Williams moved from London to
Bury St Edmunds three years ago to be
closer to his son David and daughterin-law
Maureen.
In his spare time, he enjoys going to
race nights with his fellow Beetons
Lodge residents, as well as watching
wrestling on television.
Gillian said: “We were delighted
to hear that Henry had won the
competition, as he’s a much-loved
resident here at Beetons Lodge.
“His grandchildren and greatgrandchildren
visit him regularly - they
like to compare him to Uncle Albert
from Only Fools and Horses!”
Two further prize draws will be held
in December and April for Havebury
tenants who maintain a clear rent
account.
They are automatically entered into
the competition, with the winner of
each draw winning £1,000.
Also eligible are those tenants who
ensure that when they are unable to
pay their rent, their benefits are paid
up to date. See below for more details.
1. The competition is for tenants and leaseholders (including Shared Ownership). It
is not open to garage tenants or employees of Havebury Housing.
2. Only one entry per household will be accepted for each draw, with only one prize
per household.
3. Entries will not be accepted from any tenant or leaseholder with arrears on their
account at the closing date. Consideration will be given to tenants in receipt of
housing benefit, which is paid four weeks in arrears.
4. Entries will not be accepted from households with a record of anti-social
behaviour or other recent tenancy breaches such as untidy gardens.
5. Qualifications for entry to the competition will be at the discretion of Havebury
Housing Partnership, whose decision will be final. No correspondence will be
entered into.
2 3

News
Havebury scoops prestigious award
for project aimed at helping families
Our TRUST programme supports young
people who have faced difficult issues
Drugs find leads
to tenants’
eviction from flat
David and Betty delighted with
new solar panels at their bungalow
kept their heads down and were really
quick. It was impressive to see.”
Betty, 81, added: “The support,
advice and information we received
from Havebury was great.
“We were made aware of what was
happening and when, and we have
been given advice on how to make the
most of the solar panels.”
Solar panel update
just two months. In October alone,
we were able to generate 33,540kwh
of electricity; this is approximately
enough power to run 33,540 washing
machine cycles over a month.
More than 369 homes have been
surveyed for potential installation in
the future, and it is estimated that
at least 1,000 homes will be installed
with panels before the end of 2015.
Havebury has won
a coveted award at
this year’s East Anglia
Residents’ Conference,
thanks to a collaborative
programme which
positively impacts the
local community.
We were honoured with
the Best Partnership
Working award for
our Tenants Respect
Understanding Support
Training (TRUST)
programme, which is
offered alongside Suffolk
Family Focus.
Havebury tenant pleads guilty to fraud
A Havebury tenant was convicted
in September of attempting to take
over his late mother’s lease through
fraudulent means.
Laurence Gray, of Haverhill, pleaded
guilty at West Suffolk Magistrates Court
to the charge of providing us with false
information.
The 66-year-old was convicted of one
offence under section two of the Fraud
Act 2006 and was given a community
order to include 200 hours of unpaid
work and pay costs of £575.
The award was one of
just five presented to
housing associations at
the ceremony at Dunston
Hall in Norwich, which was
hosted by Saffron Housing
Trust.
The event celebrates
organisations which help
to bring communities
together.
Chief executive Karen
Mayhew explained that
the TRUST programme
supports struggling
families, providing funds
to offer them diversionary
activities.
She said: “It’s wonderful
to see the continuous
support and commitment
we provide to our tenants
recognised by this award.
“Through the TRUST
programme, we’ve
successfully supported
young people who have
been through difficult
issues, giving them an
effective support network
to help them fulfil their
potential.”
Tenancy co-ordinator Peter Dunsdon
said a number of thorough checks are
carried out when an individual applies
to succeed a tenancy. This ensures that
he or she is entitled to do so.
He added: “Not only would Mr Gray
have taken on a property he had no
right to, he would have prevented a
family in need from getting the home
they deserve.
A Bury St Edmunds couple
has been evicted from
their Havebury home
following drugs raids by
Suffolk Police.
Over a period of several months,
officers undertook searches of
the pair’s flat, finding drugs
and paraphernalia related to
distribution.
Due to the severity of the
situation, Havebury was granted
a possession order at Bury St
Edmunds County Court and
shortly afterwards completed
the eviction.
Anti-social behaviour and
tenancy co-ordinator Peter
Dunsdon said: “Drug dealing can
have a devastating effect on a
community.
“In this case, we were able to
work closely with Suffolk Police
to demonstrate that this couple
were not going to stop their
criminal behaviour.
“The court was satisfied that
they were not going to change
and was therefore content to
authorise their eviction.”
If you have concerns about
anti-social behaviour in your
community, speak to your
neighbourhood advisor or call
Havebury tenants in Clare are
benefitting from improved energy
efficiency and reduced bills after
solar photovoltaic (PV) panels were
installed on their homes.
Some of the first panels were installed
in Bailey Lane, with residents David
and Betty Prigg delighted with the
results.
David, 85, said: “The thing that
impressed me most was the service.
The workers involved in the project
• In the first instance, we carry out
a desktop survey. So far, more
than 3,000 properties have been
approved through the first stage of
our programme
• First stage approved properties are
then submitted for approval by UK
Power Networks. UKPN has to make
sure there is enough capacity on its
network for that home to generate
electricity. Around 100 properties
are confirmed by UKPN for approval
each week
• Tenants of approved properties are
then contacted to let them know
that their property is subject to
survey from our contractors Saving
Energy UK
• SEUK then carries out an in-depth
survey at each property, taking
around 30 minutes
David and Betty, who have four
children, ten grandchildren and two
great-grandchildren, are now looking
forward to a reduction in energy bills
in the coming months.
“The extra money will go towards our
hobbies and jobs around the house,
and we’ll also save money for our
family,” said Betty, who has lived at
her Havebury bungalow for 14 years
alongside her husband.
In total, solar panels have been fitted
to more than 600 Havebury homes in
How do we choose which properties will
benefit from our solar panel programme?
with us nor their rent amount
• Once this is all complete, the
installation will then be arranged
Some properties are not suitable for
the following reasons:
• Not enough of the property is
south facing; the home will not
get enough sunlight to generate
electricity in this case
• A roof shadow, perhaps due to an
overgrown tree or another object.
• Power lines
• Size of roof space. A certain
number of panels needs to be
installed to generate enough
electricity. This differs depending
on location and roof size
• Condition of the roof
• UK Power Network capacity to
manage the additional energy
generated
Chief executive Karen Mayhew
said: “It’s fantastic that the first
installations have gone so smoothly
and that residents like David and
Betty are happy with the outcome.
“We are committed to offering
sustainable homes, and our solar PV
programme is a huge part of this.”
The solar panel programme is
being delivered in partnership with
community regeneration experts
Saving Energy UK and project funders
Macquarie Bank.
Did you know?
By October 2015, we had installed
the following number of solar
panels across Bury St Edmunds,
Haverhill and the villages in
between:
“It is good to see the courts sending a
• If property is confirmed as being
firm message to people who try to get a
viable, tenants will be required to
home to which they are not entitled.”
sign a tenancy variation agreement.
your local Safer Neighbourhood
This does not affect their contract Call 01284 722036 for more details.
4 Team on 101.
5
58
206
266
75

Resident involvement
Make sure your voice is being heard
Meet Sandy
Norris, chair
of Havebury’s
Tenants’ Forum
he service you receive
Tfrom Havebury is set to
become even more efficient
thanks to the implementation
of a new computer system.
IT and performance
New computer system set to
streamline Havebury’s services
At Havebury, we are
committed to listening
to our residents and
representing the views
of each and every one of
you.
There are a number
of ways you can voice
your opinion about our
services and how you
think we can improve.
These include our
Money put aside for lights and showers
Havebury’s Tenants’
Forum is allocated
an annual budget to
improve residents’
homes and lives.
The £100,000
budget for 2016/17
will go towards two
improvements: the
fitting of over-bath
showers to tenants
without them,
and the fitting of
external sensory
lights to improve
and maintain home
security.
mystery shoppers,
Equality and Diversity
Panel, Performance
and Scrutiny Panel,
Neighbourhood
Investment Panel and our
Tenants’ Forum.
Everyone is welcome to
get involved, though we
would particularly like
to hear from residents
aged between 18 and
55, those who are of
an ethnic minority and
tenants who are living
with a disability.
As a thank you for your
involvement, you will
receive love2shop
vouchers once a year.
For more information,
contact HR co-ordinator
Dionne Smith on 01284
722024 or dionne.
smith@havebury.com.
“I’m Sandy, and I have
been a member of the
Havebury Tenants’
Forum for the last ten
years.
“After I’d been a member
for two years, I became
vice chair, and then took my
current role as chair seven
years ago. I retired at the
age of 61 after a very busy
working life.
“As a forum member, I have
seen many changes in the last
ten years, most of them for
the better.
“We have worked hard
to secure improvements
for tenants, including the
installation of over-bath
showers, outside lighting and
extractor fans in kitchens and
bathrooms.
“Havebury listens to what
forum members have to say.
We don’t always get exactly
what we want, but we do try
to meet each other half way.
“The forum is always looking
for new members, people who
have an opinion and are able
to discuss important issues;
people who care about others
and not just themselves.
At the moment, we use a
number of different systems to
carry out our work across the
business. Next year, these will
be streamlined through a major
project to introduce a state of
the art system called Civica Cx.
Civica Cx is easy to access via the
internet on a range of devices such
as smartphones, tablets, notebooks
and laptops.
As a result, we’ll be able to provide
you with a responsive and efficient
service, while it will give us the
flexibility to cope with unexpected
demands.
Changing our systems to Civica Cx
will put Havebury in a good position
to deal with the fluctuating nature
of the housing industry in the
future.
This includes changes to the way
benefits are paid, plus new social
trends and increased financial
pressures.
The implementation of the new
system is expected to take 12
months, with the launch scheduled
for autumn/winter next year.
How does this affect you?
Through Civica Cx, we will be able
to record tenant preferences,
which means that you can receive
communications in a way that suits
you.
For example, you could be sent
information about repairs via
text message or rents via email,
depending on your personal choice.
We will do everything we can to
keep disruption to an absolute
minimum as the implementation of
Civica Cx is carried out.
Look out for the Project Cx logo
(above left) for further updates.
An update on our local offers - how have we been doing?
Local offers Oct value Target Target met?
Customer service satisfaction 90% 85%
Self-service usage 54 signed up Increase use by 100
Formal complaint response time 78% 100%
Satisfaction with repairs, painting and improvements 74% 90%
Repairs completed on time 99.2% 99%
New kitchens and bathrooms 292 320
Satisfaction with anti-social behaviour service 71% 90%
Reduce number of failed mutual exchanges 7 10%
STAR survey satisfaction 90% 88%
Reduce available garages by 10% 197 Reduce from 26 to 236
“So if you are a people
person, have an opinion and
Increase resident satisfaction following neighbourhood vision
want to help make a better
projects
No data 10% N/A
life for others, join the
Grounds maintenance satisfaction 100% 100%
Tenants’ Forum.”
6 7

Financial focus
Your benefits are changing - how will this affect you?
In July this year, the Welfare Reform
and Work Bill was introduced into
the House of Commons. Here’s how
this might affect you come next April:
1. You will only be able to backdate
housing benefit by a month. At the
moment, working age people can
get their benefit backdated up to six
months with ‘good cause’
Universal Credit (UC) is a single monthly
payment for people in or out of work,
combining some of the benefits and tax
credits you might receive now.
These include income-based Jobseeker’s Allowance
and income-related Employment and Support
Allowance.
Universal Credit was introduced in the St
Edmundsbury, Forest Heath and Breckland areas
in April. Although numbers have been low, we
have identified some issues that people might be
experiencing when claiming.
Here are some helpful tips to take into account
that might help you:
• You need to make a separate and immediate
claim for council tax reduction from your local
council and provide proof of your Universal
Credit claim once processed
• If you find work, you should supply employer
details and keep your claim open, as you may
still be entitled to some UC
2. Benefit rates will be frozen for four
years, with the exclusion of disability
related benefits.
For example, Jobseeker’s Allowance
(JSA) and Income Support will remain
at £73.10 per week for a single person
and a couple will remain at £114.85
until 2020.
3. The benefit cap, currently set at
£26,000 per year, will be reduced to
£20,000 for couples and lone parents
and £13,400 for single people. It is
not clear whether this will take effect
from April 2016 as this will need to be
legislated first.
Using the example of an outof-work
couple in receipt of
Jobseeker’s Allowance who have
three children and are renting a
three bedroom property at £101
per week...
In 2015-16 this family
will receive:
JSA: £114.86
Child tax credit: £170
Child benefit: £47.80
Housing benefit: £101
Total: £433.66
When the new benefit cap is applied,
the family’s housing benefit will drop
by £49.04 per week.
This will mean their weekly income
will reduce from £433.66 to £384.62.
We will keep in touch with you to give
you as much information as possible
on the changes. If your situation does
change, please let us know by calling
0300 3300 900.
Universal Credit is here - helpful hints for claiming
• Universal Credit is based on your pay date and pay
amount. You may get help for the remainder of
your monthly assessment period. At present, the
amount you can earn within UC is more generous
than on the current Jobseeker’s Allowance and
housing benefit calculation.Keeping your claim
open may help you avoid the seven-day waiting
period if you lose your job
• You may be able to get what’s called a Universal
Credit Advance if you are unable to budget for
a six week wait until your first payment. Discuss
this with your work coach or call 0345 600 0723
for more details
• If you feel you are vulnerable and would like your
rent paid directly to Havebury, discuss this with
your work coach at your initial appointment
For more details, phone us on 01284 722120.
As you will be aware, we have
enhanced our payment service since
the last edition of Havebury News.
Your Direct Debits are now collected
by AllPay Limited, while we have
switched from Payzone to PayPoint.
We’ve also launched a raft of new
ways you can pay us, and we are
delighted to say you are using these
new options in large numbers.
More than 300 of you have started
paying us by Direct Debit, while many
are taking advantage of our ‘any day’
payment offer. What’s more, we took
nearly 600 payments through our
24/7 payment line in October alone.
You also like our digital payment
methods, both online and via your
mobile phones, using our text and
app payments which are quick and
convenient.
Please note, when calling to pay your
rent on the automated, 24/7 payment
telephone line via our switchboard,
you will not be charged as advised by
the Allpay message. Havebury covers
this charge.
Financial focus
New flexible ways to pay are proving popular
RENT CARDS
You can use your payment cards, with the choice of payment
locations at the post office and PayPoint. PayPoint locations are
available on our website.
DIRECT DEBIT
Monthly payers can choose which day they would like to pay, on
any day other than weekends and Bank Holidays. Weekly payments
can be taken every Friday.
TELEPHONE PAYMENTS
We have a dedicated telephone line accessed via our main
switchboard, with an automated telephone payment system.
Through this system, you can pay with your debit or credit card,
24 hours a day.
INTERNET PAYMENTS
Log directly into an AllPay accredited site and you can make
payments for rent and other bills.
TEXT PAYMENTS
There is a brief registration online. Details are available at www.
havebury.com or www.allpay.net for those who wish to use this
convenient mobile method of payment.
PAYMENT APP
This is an innovative new payment solution and will allow secure
mobile payments free of charge using Apple or Android smartphones.
What’s the best way to manage your money?
Your benefits are changing - how will this affect you?
e all have different
Wneeds when it comes to
managing our money.
The good thing is that there
are a number of different
options available to you.
These include:
Bank accounts
There are three types of accounts
offered by banks.The simplest
type is a basic bank account.
These allow you to pay bills
by Direct Debit or standing
order, and you can also receive
payments such as wages or
benefits.
Current accounts offer the same
as basic bank accounts, but usually
offer an authorised overdraft
facility and provide a debit card.
The third type of account offered
by banks is a packaged account.
These usually incur a monthly fee
and include extra services like
insurances and breakdown cover.
For free, impartial advice visit
www.citizensadvice.org.uk or
www.moneyadviceservice.org.uk.
Post Office
The Post Office offers a variety of
products, including accounts for
debiting benefits, ISAs and credit
cards. For more information, visit
www.postoffice.co.uk/banking.
Credit Unions
Credit Unions offer saving and
borrowing facilities at competitive
rates. The Eastern Savings and
Loans Credit Union operates in
Suffolk.
If you would like to contact them
directly, call 01473 690690, email
www.office@eslcu.co.uk or visit
www.escu.co.uk.
8 9

Health and safety
Flat explosion leads to gas warnings for tenants
Gas safety - your duties and ours
Havebury is legally responsible
for the safety of tenants in
relation to gas safety. By law
we must:
• Repair and maintain gas pipework,
flues and appliances
• Ensure an annual gas safety check
on each appliance and flue
• Keep a record of each safety
check
As a tenant, you must:
• Not use any dangerous electrical
or gas appliances in your home
• Give us access for gas safety
checks and regular maintenance
of gas appliances in your home
• Tell us immediately if a gas
appliance is defective and allow
access for emergency repairs
If you think you have a gas leak
what should you do?
• Find the gas emergency control
valve. This is often outside in a
meter box. If not, look under the
stairs or under the kitchen sink
• Turn the valve to the off position.
This normally requires the handle
to turn so the lever is at 90
degrees to the body of the valve
• Open all windows and doors
• Do not turn electrical switches on
or off, including your television,
computer or oven
• Put out any naked flames such as
your hob or any candles.
• Don’t smoke, strike matches or do
anything that could cause ignition
Things to remember:
A Havebury tenant was
lucky to escape with
his life after a badlyconnected
gas canister
exploded in his flat.
He suffered minor burns,
while much of his property
was destroyed and his home
seriously damaged.
Head of assets Matthew Dick
said: “Residents should be
aware that it is a condition
of their Havebury tenancy
agreement that they must
not use or store portable
appliances that use butane
• You must not store fuel or other
materials that burn easily in your
home, garden or shed
• You must not fit or use any gas, oil
or paraffin heater that does not
vent to the outside of your home
• You must not store liquefied
petroleum gas (LPG) in your home
or propane gas inside.This
includes the cylinders that
contain those gases.”
This incident serves as a
reminder as to why Havebury
takes gas safety very
seriously, ensuring that any
gas appliances such as boilers
are serviced annually.
Tenants are responsible for
ensuring that any mains
gas appliances they own
are operated correctly
and serviced regularly.
For more information, call
0300 3300 900.
Be safe and have a
merry Christmas
Christmas is a time when
your home is likely to be
full of people, and it is
in the excitement of the
season that accidents
can happen.
But with a little care and
forward planning, most
mishaps can be avoided.
Did you know?
Last year in the UK, around
1,000 people visited A&E as
a result of home accidents
involving Christmas trees, with
a further 350 injured due to
Christmas lights.
Candles sparked around 1,000
UK house fires, resulting in
nine deaths and 388 injured
parties.
Fairy lights caused 20 fires,
while Christmas trees,
decorations and cards were
responsible for 47 house
blazes, leading to 20 non-fatal
casualties.
Top tips
Keep yourself warm for good health this winter
inter has arrived and,
Wwith it, the possibility
of seasonal health
problems for the elderly.
Shockingly, cold weather leads
to the death of one older person
every seven minutes in the
winter.
That’s an enormous 200 deaths
a day that could be prevented.
If you’re an older person, here
are some tips to help you keep
warm and healthy this winter:
• Keep your living areas
between 18°C and 21°C
• Wear several thin layers of
clothing rather than one
thick layer
• Make sure you eat at least
one hot meal a day, with
regular hot drinks
• Keep basic food items in the
cupboard or freezer in case
it’s too cold to go shopping
• Take advantage of the free
flu jab
• Order your repeat
prescriptions in plenty of
time
Mutual exchanges: useful advice for a smooth process
If you are planning a mutual
exchange, you’ll know that
there is a lot to take into
consideration.
Here is some advice to help
the process go as smoothly as
possible:
• Check what size property you
are entitled to exchange with
• Make sure you have cleared
your rent account and
paid off any other debts to
Havebury
• Ensure you understand what
type of tenancy you will have
after the exchange, and how
much rent you will pay
• Prior to applying, discuss with
the other party what you are
taking with you and what you
are leaving behind
• Make sure you have written
permission from Havebury for
any alterations you have made
to your home
• Don’t make any plans to
move on a specific date until
you have the go-ahead from
Havebury
• Try to visit the home you are
moving to as often as you can,
to avoid any surprises when
you move in
For more, speak to our
neighbourhood advisor team.
10 11

Neighbourhood News
How can you help tackle fly tipping in Suffolk?
As you are probably aware,
fly-tipping is the illegal
dumping of rubbish.
What may surprise you is that flytipping
is punishable by a maximum
sentence of five years’ imprisonment
and an unlimited fine.
Fly-tipping includes leaving rubbish
at bin collection points and in bin
stores, as well as any other public or
private land without permission.
Fly-tipping:
• Is a criminal activity that can
seriously pollute watercourses
and contaminate land
• Can be a risk to human health and
can harm wildlife and livestock
• Is unsightly, spoiling our
communities and quality of life
for local residents
• Encourages others to dump more
waste
Ways you can
dispose of
your waste
Most excess or bulky items
of household waste can
be taken free of charge to
your local household waste
recycling centre. For details,
call 03456 066 067 or visit
www.greensuffolk.org.
Who pays for fly-tipping?
We all do. Every year, it costs around
£300,000 to clear waste which has
been dumped illegally on public land
in Suffolk.
When this happens, local district and
borough councils are obliged to clear
the waste at taxpayers’ expense. If
waste is dumped on private land,
landowners have to clear it from their
own pocket.
The cost to Havebury of fly tipping
between January and November this
year was £28,725.
A large proportion of this money went
towards tidying up communal bin
stores that have been provided for the
disposal of rubbish.
This is money that could have been
spent on improving our communities
for the benefit of all our tenants.
If you have no means of
transporting your waste, you can
pay a small fee to your local council
to collect and dispose of it. To
arrange a collection, call 01284
763233 or book online at
www.westsuffolk.gov.uk.
Alternatively, you can find a local
company to remove your rubbish.
Please remember that you may
be liable if your waste is removed
by somebody who later dumps it
illegally.
What should I do if I see someone
fly-tipping?
Witnesses are vitally important when
taking action against fly-tippers.
Therefore, please report any incident
as soon as possible.
However, make sure you do not put
yourself in danger by approaching
anyone you see fly-tipping.
These people may be involved in
other criminal activities, and are
unlikely to respond well to being
challenged.
However, the more information you
are able to provide, the greater the
chances of a successful investigation.
So if it is safe to do so, please try to
observe them from a distance.
Useful information includes the
following:
• Time and date of incident
• Description of the person(s)
dumping rubbish
• Description of the vehicle(s)
involved, including registration
numbers
• Description of the rubbish dumped
Photographs can also be very useful,
but only take them if you can do so
safely.
For more information, visit
www.westsuffolk.gov.uk.
To report an incident, call
01284 763233.
Make sure you check where they are
taking your rubbish and that:
• They have a waste carrier’s
license
• You get a proper invoice and
receipt
• You have their contact details
• You have their vehicle
registration number
If in doubt, contact the
Environment Agency on 08708 506
506 to ask for their list of registered
waste carriers.
Willow Support Services
Keep your independence with Willow Support Services
here are lots of reasons
Twhy we may need extra
help from time to time.
Perhaps we’ve had an
accident and need some
support while we recover,
or maybe we have a health
condition like diabetes or
epilepsy.
Or it may be that, as we get a
little older, we can no longer
do all the things we used to.
Whatever your situation, Willow
Support Services is here to help.
Run by Havebury, this scheme is open
to anyone, tenant or otherwise,
who may need assistance to remain
independent in their own homes.
With three affordable membership
packages on offer, you can call on
Willow to give you as much or as little
help as you need.
This could include having a weekly
call from an independent living
advisor to talk through any issues;
being signposted to social activities
in your area, or helping you organise
adaptations in your home.
Amongst many other services, Willow
can help you to:
• Improve your health and
wellbeing
• Access benefits advice
• Order repeat prescriptions
• Search out community groups
to join
• Save money on energy bills
• Increase security at home
• Apply for home improvement
grants
CASE STUDY
Elizabeth (not her real name)
contacted Havebury after hearing
about Willow Support Services. An
appointment was arranged for an
independent living advisor (ILA)
to visit her at home to conduct an
informal assessment and put together
a support plan for her.
At this initial appointment, the ILA
identified that Elizabeth had various
medical and mobility issues.
It was determined that she would
greatly benefit from some aids
and adaptations to her home. As
a result, grab rails were added to
her bathroom walls, reducing the
possibility of her losing her balance
when showering and using the toilet.
In addition, Elizabeth had
experienced a flood in her bathroom
after a pipe had burst in the flat
above. While the burst pipe had
been fixed promptly, the damp in
Elizabeth’s bathroom had caused
mould to grow on the walls.
In response to this, the ILA put
Elizabeth forward for Havebury’s
Supported Decorating scheme. Once
her application was approved, the
mould was treated and the bathroom
repainted.
Elizabeth’s ILA also identified that
she was experiencing issues with
isolation, as weeks would often go by
without her speaking to anyone.
It was therefore arranged for
Elizabeth to visit one of Havebury’s
local sheltered schemes to take part
in social activities there. Now, she
plays bingo every week and enjoys
a meal every month with her new
friends.
Now, Elizabeth and her ILA have a
weekly telephone call to discuss how
things are going. She says she is much
happier knowing that someone is on
the other end of the phone.
Elizabeth added: “I’ve really
benefitted from enrolling with the
Willow Support Service. I’ve made
new friends and it’s made me feel
much better generally. The changes
made to my flat mean I can lead my
life more easily and that I can carry
on living independently.”
To find out more about Willow Support
Services, visit www.havebury.com,
call 0300 3300 900 or email
willow@havebury.com.
We also offer the Connect24
alarm service.
This connects you to support
in the event of an emergency,
giving you reassurance and
peace of mind at home.
For an installation fee of
£25 and a weekly charge of
£4.40 plus VAT, we will supply
everything you need to reach
an operator by pressing a
pendant alarm you can wear
round your neck. They will
then contact a family member
or the emergency services on
your behalf.
Call 01284 722101 for more.
12 13

Development update
Heath Court officially opened
by Breckland Council leader
Completed
Lingwood Close,
Barningham
Four houses and two flats have
reached completion at Lingwood
Close, Barningham.
Two three bedroom houses are
under the shared ownership
scheme, while two flats and two
houses all feature two bedrooms
each and are priced at affordable
rents.
Built by Hopkins Homes, all of
these properties are fitted with Air
Source heat pumps, a renewable
energy source.
Useful numbers
St Edmundsbury Borough Council 01284 763233
Home-Link 01284 757178
Homelessness 01284 757605
Housing Benefit (Bury) 01284 757269
Housing Benefit (Haverhill) 01440 765106/8
Breckland Council 01362 656870
Forest Heath District Council 01638 719000
East Cambridgeshire District Council 01353 665555
Mid Suffolk District Council 0845 606 6067
Suffolk County Council 0345 606 6171
Street Lighting (please quote unique reference number found on all lamp posts) 0800 591055
Advice
Citizens Advice Bureau (Bury St Edmunds) 01284 753675
Citizens Advice Bureau (Haverhill) 01440 762194
Volunteer Centre (Bury) 01284 766126
Volunteer Centre (Haverhill) 01440 708444
A £1.2 million Havebury development,
built on the site of a former
magistrates’ court in Thetford, has
been officially opened by the leader
of Breckland Council.
Cllr Michael Wassell cut the ribbon
at Heath Court in Bridge Street in
October.
The redevelopment saw the former
court converted into 14 much-needed
affordable homes in a joint project
between Havebury and Breckland
Council.
The site had lain empty since 2011,
when the magistrates’ court operation
moved to Bury St Edmunds.
Designed by CAM Architects, the build
was carried out by EN Suiter and Sons,
with six one bedroom and eight twobedroom
flats created.
The scheme was part-funded by the
Homes and Communities Agency and
was named after the legacy of the
former building.
Havebury’s Director of Operations
Philip Sullivan said: “Heath Court was
a tremendous effort between us and
Breckland Council to provide these 14
much-needed affordable homes.”
Cllr Wassell added: “By bringing
an old building back to life, we’ve
not only helped to regenerate an
important area of the town, we’ve
also provided more affordable homes
for Thetford people.
“We already help around 500
families and individuals to move into
appropriate housing each year, but
it’s really important to work with
partners like Havebury to offer a
greater choice of homes while also
meeting rising demand.”
The design of Heath Court includes
many benefits for its tenants, such as
external cladding which improves the
building’s energy efficiency and will
lead to fuel savings for residents.
Tenants also benefit from car parking
at the site.
On site
White Hart Hotel,
Mildenhall
Work has started on the former
White Hart Hotel in Mildenhall.
The existing hotel and outbuildings
are to be converted with a new
build element to the rear of the
site. The scheme will provide
12 homes and is expected to be
complete by September 2016.
Available properties will comprise
two houses of two bedrooms and
two houses with one bedroom, all
with their own amenity space. In
addition, there will be eight one
bedroom flats.
The former hotel has changed
ownership many times in the last
decade and has been empty for
several months. Havebury looks
forward to bringing a redundant
town centre building back into use.
Social Services Centre (Bury) 01284 352000
Social Services Centre (Haverhill) 01440 762051
Non-Emergency Police Number 101
Utilities
Anglian Water 0845 7145145
Electricity (Emergencies) 0800 7838 838
Gas (Emergencies) 0800 111 999
Safer Neighbourhood Teams:
Please ring the Central Call answering number on 01284 774101.
SNT Officers for St Edmundsbury
BURY ST EDMUNDS EAST/WEST
BURY ST EDMUNDS CENTRAL
ST EDMUNDSBURY RURAL NORTH
ST EDMUNDSBURY RURAL SOUTH
SNT Officers for Haverhill
Find out how you can get involved with Havebury
buryeastwest.snt@suffolk.pnn.police.uk
burycentral.snt@suffolk.pnn.police.uk
stedsruralnorth.snt@suffolk.pnn.police.uk
stedsruralsouth.snt@suffolk.pnn.police.uk
haverhill.snt@suffolk.pnn.police.uk
Are you interested in the bigger picture of social housing? Do you have experience of community involvement and
want to get involved in the Tenants’ Forum or Performance Scrutiny Panel? If so, we’d love to hear from you.
We need new members with experience of community involvement to take on their roles. There are opportunities for
training on the broader housing sector and Havebury’s own service provision locally. You’ll also have the chance to
boost your CV, receive shopping vouchers for your time and even receive payment at board level.
Are you up for it? There are many challenges and many rewards! Call 0300 3300 900 for more.
14 15

ALL CALLS including in an emergency
0300 3300 900
In order for us to direct your call appropriately, please dial
one of the following options or hold to speak to reception.
Option 1 – Repairs
Option 2 – Make a rent payment
Option 3 – Discuss your rent account
Out of hours
Please do not hesitate to contact us if you have an emergency,
anytime day or night. We have a team on hand to offer advice
and support and, where appropriate, send someone out to help.
Please call 0300 3300 900. You may be charged if your call is not
deemed to be an emergency.
Calls to our 0300 number cost no more than calls to our 01284
and 01440 numbers. They are included in inclusive minutes
and discount schemes in the same way. Calls from landlines
are typically charged up to 9p per minute; calls from mobiles
typically cost between 8p and 40p per minute. However, calls
from landlines and mobiles are included in free call packages.
For all the latest news and information...
Email us: office@havebury.com
Visit: www.havebury.com
Like us on: Facebook
Follow us: @Havebury on Twitter
Essential numbers
SMS text service: 07781 482888
Anti-social behaviour hotline: 08000 758 999
Our offices are open from 8:30am to 5pm (Monday to Thursday) and 9am to 4pm
(Friday). For up-to-date opening times, look out for posters or visit our website.
Need a copy of Havebury News in large print, on audio or a translation?
Please call the main switchboard on 0300 3300 900
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Aby otrzymać tę informację na egzemplarzu o większym rozmiarze, na nośniku audio lub tłumaczenia, zadzwoń:
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Havebury News is published by The Havebury Housing Partnership. Printed on 100% recycled revive pure white silk. HAVE 119 HN 12/15