SSHA - News Extra Lockdown Summer 2020

newsextra
Important news, advice and information for customers of South Staffordshire Housing Association
Lockdown edition
Summer 2020
Important news, advice and information for customers of South Staffordshire Housing Association
Building the homes our
communities need
page 12
Stay alert
Control the virus
Save lives
Coronavirus help
and advice
pages 4
Life in Lockdown. First hand
experiences shared
pages 6
From the frontline. Memories
from our keyworkers
pages 9
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Welcome
This newsletter comes from our Housing
Plus Group family, to yours. Like families
everywhere, we’ve been doing things
differently and finding new ways to keep in
touch during the pandemic.
For us, our priority was to protect the frontline
services that are essential for customers. I’m very
pleased that we have been able to maintain our
telephone enquiries facility, offer crucial advice
for people worried about money, carry out
emergency repairs and normal safety checks and
provide reassurance, care and support for some of
the most vulnerable people in our communities.
We have also been making memories and we
wanted to share some of those with you now. We
have been talking to customers and colleagues
about their experiences of life in lockdown and
as keyworkers on the frontline of the response to
the coronavirus crisis. Thank you to everyone who
shared the inspirational stories that you can read
in the following pages.
As well as celebrating these great examples of
community spirit, you can discover why YOU are
at the heart of our new Group values, find out how
we are delivering on our merger promises and
learn what you can do to help us to keep you safe
in your home.
I hope you enjoy reading this special edition of
our magazine. Our regular publication including
our annual report to customers, will be with you in
the autumn.
Jan Goode
Executive neighbourhoods director
Help us to save resources
If you would like to receive future copies
of this newsletter by email, please contact
our Customer Services team.
Wren House
Coming soon
Over 55s apartments in the
heart of Stafford
Register your interest at www.sarh.co.uk/wrenhouse
2 newsextra | Lockdown edition Summer 2020

The CLARITY
values at our heart
As a not-for-profit organisation, values are at the centre of everything we do.
Our new Group values will change the way that we work with customers and partners to make a positive
difference to homes, lives and communities.
CLARITY values are clear, straightforward statements about who we are and what sets us apart; shaping
the decisions we take and the way that we behave.
You will see that there is something different about our new values because they rest on YOU. YOU turn
our houses into homes and we are making sure that YOU are always at the heart of our work.
The CLARITY values
Communication
Learning
Accountable
Respectful
Inclusive
Trust
YOU
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Coronavirus help and advice
How can I contact
you to discuss my
rent?
You can call our customer service centre on 01785 312000.
Our advisors will be able to offer help and information. They
can also refer you to dedicated money and advice teams, if
appropriate. You can read more about Andrew, one of our
employment and money advice officers, on page 10 of this
newsletter.
Our aim is always to do everything possible to ensure that
customers can sustain their tenancies and remain in their
homes.
What should I do
if I need to
self-isolate and
can’t afford to
pay my rent?
To make sure people in work can take the necessary time off
to stay at home if they are suffering from coronavirus or to
prevent its spread, government support is available. Further
details can be found at www.understandinguniversalcredit.
gov.uk/employment-and-benefits-support
If you are concerned about your rent payments due to changes
in your income, we advise that you look into any financial
support that may be available to you as soon as possible.
You can contact us for practical advice on claiming the relevant
benefits on 01785 312000 or by emailing enquiries@
ssha.co.uk.
Alternatively, there are a number of other agencies who are able
to offer advice including your local Citizens Advice.
If I am classed as
being on unpaid
leave how will this
affect my Working
Tax Credit?
Working Tax Credit has been replaced by Universal Credit for
most people and you can only make a new claim for Working
Tax Credit in very limited circumstances.
If you are already in receipt of Working Tax Credit, we advise
that you contact the tax office as soon as possible to discuss
any changes in your income. If you are not already in receipt of
Working Tax Credit, you may be able to access financial support
through Universal Credit or other benefits.
You can find more details on the government website:
www.understandinguniversalcredit.gov.uk/coronavirus/
4 newsextra | Lockdown edition Summer 2020

Throughout the coronavirus pandemic we have concentrated our efforts where they have been
needed most. That has meant focusing on essential services, offering support and information
about rent and financial difficulties and keeping you safe in your home.
We have also provided advice about your home, rent and tenancy. Here are some answers to the
questions we have been asked most often during the crisis.
I am due to sign a
new tenancy –
will this still go
ahead?
Yes. If you have been offered a new property, we will contact you
to discuss how you can safely view and sign-up for it.
The health and wellbeing of our customers and colleagues is of
the utmost importance and we have made a number of changes
to ensure the process is safe.
You can read more about our voids and lettings team and learn
how they are working differently, on page 9.
What happens if I
need an emergency
repair and someone in
my household is
self-isolating or has
coronavirus?
We will attend your home to make it safe or carry out an
emergency repair. All of our operatives will follow a set
procedure before entering the property.
Please follow their instructions closely for your own safety and
that of our operatives. You and your family will need to stay in
another room, with the door closed, while the work is carried
out.
How do I know it’s
safe to let your
repair operative
into my home?
If we do need to visit, we have set procedures to ensure that we
are working in line with current government guidelines.
If you request a repair or other service requiring a visit, you will be
asked some brief questions about your health.
We will ask you remain at least two metres away from our workers
at all times and to stay in another room, with the door closed.
If you are unable to follow these requests, our operatives have
been instructed to immediately leave your home to ensure they
continue to keep themselves safe.
When the job has been completed, you will be advised to wipedown
the immediate area that our operative has worked in.
By working together, we can help reduce the spread of infection.
You can read more about the steps we take when we visit your
home and our thanks for helping us to keep you safe on page 14
of this magazine.
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Albert and Jean, dreaming of Spain
“My wife has got leukaemia and we both have got underlying
medical conditions so it wasn’t a surprise when we were
contacted by the NHS to say we had to go into shielding.
“Lockdown is a state of mind. There wasn’t any point
worrying about it; we knew what we had to do. We have
watched a bit of TV and enjoyed the sunshine through the
window. We’ve been pretending we are in Spain.
“We’re lucky, really. We’ve got each other and we have had
a call each morning from Care Plus, checking we are OK and
asking if there is anything we need. They put us in touch with
a volunteer, too. His name is Matt and he phoned to ask if he
could help us with our shopping. He’s been brilliant. I pass
him a list and he delivers the bags through the window. It’s
a good job we’re not on the top floor or he’d have to use a
ladder!
“We’re doing great. It’s other people I feel sorry for, people
who maybe live on their own, without the support that we
get here.”
First-hand experiences
of the coronavirus crisis
shared by our customers…
Joyce, using social media to keep
connected
“I’m very independent and usually quite happy on my
own but it was hard not going out. It’s the little things that
I minded, like not being able to pop in and say ‘hello’ to
the people in my local shops. Those are the friendly faces I
usually see every day and I missed them.
I’ve watched plenty of good films and each morning,
while I drink my cup of tea, I go on to Facebook to see
who’s doing what. I like all the videos on there - children
talking to grandparents who can’t be with them, everyone
clapping. I learned how to use Messenger Video to keep
in touch with my family, too. Oh my goodness, when I saw
myself on screen for the first time, I wanted to hide!
My Kindle has been a lifesaver. I have joined a sort of
virtual library where I can borrow ten books at a time.
When I read, I’m not in lockdown; I can be on a beach, in a
beautiful hotel, anywhere the author takes me. Today, I’m
in New Orleans, at Mardis Gras.
Like everyone else, I’ve just tried to be patient and wait for
life to start-up again.”
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Ken, supporting neighbours and making
friends
“I’m younger than most of my neighbours and although
I have several medical conditions, I’m mobile and not in
a group advised to shield. I quickly realised that I was in a
position to help people who were finding it difficult to get
essential supplies.”
Ken offered to shop for his neighbours and received
guidance and support from Care Plus. Then he began
providing a daily delivery service that has outshone some
of the big supermarkets.
“I’ve been shopping for up to twelve people each day so
it is all about having a system. When all this started, I got
hold of some re-sealable plastic bags. Everyone puts their
shopping list into their bag and I go off to the local Co-op.
As Ken made his daily deliveries, he realised he could
help in other ways, too. From collecting the recycling to
obtaining new batteries for hearing aids he’s happy to lend
a hand, always being careful to observe social distancing.
“It’s strange, really, because social distancing has brought
us closer together. We know each other so much better
now and those daily chats help me, too. I’m getting
plenty of exercise, improving my mental health and
doing something useful. Best of all, I’ve made a totally
unexpected group of friends.”
Betty, keeping busy helping others
“I’ve always enjoyed helping people and lockdown gave
me a chance to do that, with the support of the wonderful
team who work in our retirement living community. We
organised carvery meals for everyone. People just had to
pop them in the microwave.
“I’ve also been busy been making uniform wash bags for
carers. They can put their work clothes in them when they
get changed. It helps to keep everyone safe.
“I don’t go into anyone’s homes and we keep our distance
but while we weren’t able to see as much of our families,
it’s been good to have a chat.
“I keep thinking about how lucky we have been. We’ve
got lovely homes, with balconies to enjoy the sunshine.
We’ve had the support we need and most of all, we have
each other. A lot of people have been going through this
on their own, without good neighbours or that sense of
community.
“There is a silver lining to every cloud and we have a lot
to be thankful for. I tell everyone that we are going to get
through this and that life will go on. I hope it won’t be quite
the same, though. It would be nice to think that we will
appreciate the little things, a bit more.”
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Coronavirus crisis can’t stop us
tackling loneliness!
During the lockdown it’s been more important than ever that we don’t forget those who may
already have been feeling lonely or isolated - especially if they have no-one else to look out for
them.
Across our Group, we have been finding new ways to keep in touch.
We have made thousands of calls to older, vulnerable customers and those at risk of isolation. While faceto-face
visits haven’t been possible, we have been able to arrange practical help, provide advice or simply
have a quick chat, over the phone.
Lily has been making some of these calls. During the coronavirus
crisis she worked from home, where she was also home-schooling
her two young children.
“I’ve been making at least 60 calls a week, checking-in on people. If
someone is particularly vulnerable, I’ll call them each day,” she explains.
“I think people have been more willing to open up, in a phone call.
Often, if you ask someone how they are, they take it almost as a
rhetorical question. In a call, they’ll sometimes tell me how they really
feel. We’re picking up on things that might not always show, like when
a resident tells us that they’re lonely.”
In Stafford, Stafford and Rural Homes’ (SARH)
BeConnected project has helped scores of elderly,
disabled or otherwise isolated members of the
community to make new friends and take part in a
wide range of activities.
In lockdown, its usually packed programme of social
events was put on-hold but the project’s vital mission
continued.
Volunteers led by BeConnected coordinator Alison have been busy making calls that provide the
reassurance of hearing a friendly voice.
Together they’ve offered advice on accessing mental wellbeing services and foodbanks as well as help
with the delivery of food and medication. Most importantly, they’ve been making sure people are safe
and well and have access to essential services.
8 newsextra | Lockdown edition Summer 2020
The calls, which have also led to customers getting in
touch with each other for regular chats, have been well
received.
One customer, Rosemary, said that it was: “Nice to know
someone is looking out for me and that help is at-hand if I
need it.”
Even COVID-19 hasn’t stopped us tackling loneliness. And
while we have all been socially-isolating, we have worked
hard to show our customers that we’ll get through this,
together.

From the
frontline:
Memories from our keyworkers
providing essential services in
the pandemic
The lettings team
Our lettings team has a vital role ensuring that
available homes are allocated to people and
families looking for affordable housing.
Until lockdown measures began to ease, the team
was unable to arrange viewings or tenancy signups.
In the middle of May they re-started this
work. Across the group’s operational area they
helped more than 100 households move home in
the following four weeks.
Marie manages the team. She says that keeping
in touch with customers was crucial for the
successful return to lettings:
“We were in contact with everyone who had
already viewed and accepted a home as well
as our shortlisted applicants. There was a lot of
understanding and patience. We knew how much
people wanted to move into a home but everyone
understood the importance of doing that safely
and at the right time.”
Team leader Becky says that the team was
inspired by the support of customers:
“When we had to tell people that their move
would be delayed because of coronavirus we
knew how disappointed they must be but often,
their first response was to tell us to keep safe. We
are very much a community-based organisation
and in difficult times you really see the strength of
our communities.”
While viewings and tenancy sign-ups couldn’t
take place, SARH homes manager Julie was able
to arrange some emergency lettings for people
in crisis and as team leader Kerry explained, they
were also busy preparing new, socially-distant
ways to work:
“We took a lot of advice from our health and safety
team to introduce processes that keep customers
and colleagues safe. As much of the paperwork as
possible is completed in advance, with customers
printing or even photographing the forms we
need them to sign. We can send interior pictures
of a home and talk through things like what to
expect from our tenancy, on the telephone.”
Some of the
changes made as a
result of coronavirus
will bring about
permanent service
improvements. Our
new sign-up process
has proved popular
with customers and we hope that video tours will
soon be introduced, alongside the photographs of
available homes which can already be viewed by
home-seekers.
“The housing crisis didn’t go away during
coronavirus,” says Marie. “We knew how important
it was to help people to get moving again, safely.
As soon as it was possible to do that, we worked
really quickly, with the support of colleagues in
other areas of the Group. We had a challenging
few weeks but together, we helped more than 100
people and families start new tenancies.
“Our mission as a Group is to make a positive
difference to homes, lives and communities.
One of the most important ways we do that is by
helping people move into a home that meets their
needs and we’re really pleased that by working
differently, we have been able to make that
happen for so many customers.”
Working differently to
keep you safe
We changed the way that home-seekers
view homes and sign tenancy agreements to
protect customers and colleagues.
• More photographs of available homes
• Important paperwork sent and signed in
advance
• Telephone discussions about new
tenancy agreements.
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From the frontline • From the frontline • From the frontline • From the frontline • From the fron
Andrew, employment and money advice officer
Andrew is usually based in our busy office
in Stafford. During lockdown, he has been
working from home.
“We had to act really quickly to ensure that we
could continue to provide essential services for
customers, many of whom are in a vulnerable
position.
“The first few weeks in lockdown were incredibly
busy. There were so many calls from tenants
who needed to claim benefits for the first time.
People were understandably anxious and we were
helping them through the process. A team of us
support these calls and I personally worked on 50
cases.
“There were a lot of announcements and new
initiatives to keep on top of, too, as news came
out of government. People wanted to discuss
the implications of furloughing and the selfemployment
income support scheme.”
One of the people Andrew spoke to was Lisa, who
found the experience of making her first benefits
claim very daunting.
“If it wasn’t for Andrew, I don’t know how we
would have managed. I am still in employment
but my partner has had to stop working because
of ill health and my son is furloughed. We were
going to struggle to pay our rent and other bills. I
didn’t know how to go about making a claim for
Universal Credit and when the assessment came
through, we found out that I would only receive
half the expected amount.
“Andrew has been on the end of the phone every
step of the way, talking me through making the
claim and helping to get the assessment changed.
I’ve never met Andrew; he’s been a voice over the
telephone during lockdown but the support he
has provided has made such a difference.”
Andrew’s role normally involves advising people
who are facing debt, finding it difficult to manage
their money or whose circumstances have
changed.
“A lot of my work is face-to-face and I needed to
find new ways to help. Some parts of my job have
been more difficult but for our customers, it’s a
lifeline.
“I have missed personal contact with customers
and colleagues but I’m proud of what we have
been able to do in such challenging times. We’ve
all learned a lot, very quickly and perhaps that
might enable us to provide even better services in
the future.”
For advice about money, call
01785 312000
10 newsextra | Lockdown edition Summer 2020

tline • From the frontline • From the frontline • From the frontline • From the frontline • From
Sharon, working
differently to support
vulnerable customers
Sharon is a retirement living officer supporting
customers in South Staffordshire.
For almost two months, though, Sharon’s
experience meant that she took on a very different
role.
Before she joined Care Plus, Sharon used to work
in the control centre at Stafford and Rural Homes,
where she helped to provide the vital 24:7 You
First telecare response for vulnerable customers
across the country.
This service needed additional support during
the pandemic and so Sharon spent seven weeks
as part of that team, while her colleagues in Care
Plus stepped-in to keep in regular contact with her
usual customers.
“The control centre responds to lifeline and
pendent alarm calls all over the country as well as
answering emergency repair calls out-of-hours.
Social distancing meant that only two of us could
be in that part of the office at a time, so it felt quite
different but it was nice to be working with some
of my former colleagues.
“It is always busy in that team but particularly so in
lockdown. We were each answering up to 200 calls
a day and keeping the line to the customer open
if we were waiting for the emergency services.
People were often very anxious and needed
reassurance.
“It’s a demanding job and I really admire the You
First team for everything they do. It has been an
incredibly valuable service for so many customers
during the pandemic and it felt good to be a part
of that. We’ve all got to pull together at a time like
this, I was pleased to be able to do my bit.”
Michelle, care and
support supervisor
“The kind of work that we do as carers means
that it’s often not possible to follow social
distancing guidelines and we’re working with a
vulnerable group of people.
We wear a mask, a visor, gloves and an apron,
although Personal Protective Equipment (PPE)
isn’t the most comfortable way to dress. We
take lots of other precautions too – disinfecting
surfaces, wiping door handles and washing our
hands all the time.
“It’s been hard for all of us. I really missed holding
my little grandson. I was only able to see him
through a window; we put our hands up to the
glass.
“What has impressed me most though, has been
the way that everyone pulled together. Some of
our colleagues have been shielding and there was
no hesitation from anyone, we were all happy to
cover their calls so that customers got the care
and support they needed.
“The pandemic has changed the way that the
public understands the role of carers. I think
people understand now, that it’s not just having
a cup of tea and a chat. It’s hard work, mentally
and physically. There is a lot of respect for what
we have been doing and recognition that we are
providing lifeline services for people who often
live alone.
A colleague went into a corner shop for a loaf
of bread and the shopkeeper applauded as she
walked in. Another found all her neighbours lined
up, clapping, when she set off for work.
“I’m proud that we stepped-up in a crisis. This is
our generation’s battle and we’ve been on the
frontline.”
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Building the homes our communities
need
At a time of national housing crisis we are committed to providing the homes our
communities need and have pledged to start building 2,000 new homes for rent,
shared ownership and outright sale by 2023.
Soon we will celebrating the opening of Wren House, a flagship apartment building for
people aged 55+ in the centre of Stafford. We will be bringing you more news about Wren House
including a first look inside the high profile development, in your next magazine.
•
Our promise
2000 new ho m es
We have already taken important steps towards our new homes commitment, in the Holmcroft area of
Stafford and in the South Staffordshire village of Kinver.
•
In Stafford, a ribbon cutting
and tree planting ceremony
marked the end of a project
transforming the Holmcroft area
through the construction of 40
new homes.
Civic leaders and local residents
joined representatives from
Stafford and Rural Homes and
construction partner Jessup to
mark the success of a scheme
that included the replacement
of 14 bungalows in Woodlands
Road.
The ambitious regeneration
project had the support of
Stafford Borough Council and
received £1.13 million funding
from Homes England.
Ribbon cutting marks the completion of a landmark
project in Stafford – picture taken before social
distancing guidelines were introduced.
Hats off to a new beginning for The Burgesses –
picture taken before social distancing guidelines
were introduced
And in Kinver, work has begun
on the site of The Burgesses,
paving the way for the
construction of 20 new homes
for older people. Outdated
bungalows are making way for
a purpose-built three storey
complex of modern, selfcontained
apartments.
The project has received
strong support from customers
who previously lived in The
Burgesses, including Bev
Jackson, who said: “I really hope
to be one of the first people to
move into the apartments. It’s
going to be great watching my
new home being built.”
12 newsextra | Lockdown edition Summer 2020

New home
changes lives
While we focus on our
promise to build more
affordable housing, we never
forget that every house is
someone’s home.
A newly-built bungalow in a
small village has changed the
lives of its first occupants, Tracey
and Richard. The couple had
previously rented privately but
needed a more secure home
with better accessibility after
Richard became ill.
“Richard used to be so fit
and active before his illness,”
explained Tracey. “Then
everything changed. He is
unable to work and he was
finding it difficult to get around
our previous home.”
Tracey wanted to stay local,
close to her mother, so we
were really pleased to offer
Tracey and Richard a brand new
Richard is pictured with Tracey
(R) and her mother, Jillian..
bungalow in the same village.
“It’s made a huge difference,”
she explained. “My mum’s a
housing association tenant and
I grew up in the house where
she still lives. I know that she
used to worry that we didn’t
have the same kind of security
and could lose our home. It’s
wonderful to have a brand new
property like this, we couldn’t
have asked for anything more
perfect.”
Picture taken before social distancing
guidelines were introduced
Mum Jillian is delighted to
have Tracey and Richard on
the doorstep. “It’s made such a
difference to us all and it is so
nice to know they are close by.”
Richard is finding life a lot
easier: “Everything is on one
level, so I can be a bit more
independent. It feels as though
we are getting life back on
track.”
my.ssha.co.uk
Do it online 24/7
Manage your tenancy online with My SSHA.
Check your balance and pay your rent
Manage garage accounts
Update your details
Find out when your next home safety check is due
All at a time that suits you!
Visit my.ssha.co.uk to find out more.
www.ssha.co.uk | newsextra 13

Working together to stay safe during
compliance checks
The ongoing coronavirus restrictions haven’t
stopped us from keeping you and your family
safe in your home.
Throughout the global pandemic, we have
continued to carry out essential safety checks by
working in partnership with customers and taken
practical steps to reduce the risk of spreading the
virus.
Alan Core, Director of assets and compliance
at Housing Plus Group explained: “The safety
and wellbeing of our customers, colleagues and
contractors has remained our number one priority
during these difficult times and we’ve done
everything we can to continue with gas checks,
electrical testing and fire risk assessments where
they’re required.
“We’ve only been able to do this with the
cooperation and support of customers and I’d like
to thank you for helping us to keep you safe.”
As part of our response to the pandemic, we have
introduced an eight-point plan that is followed
when we visit your home.
After letting you know they have arrived, the
operative will stand at least two metres from
your door. Everyone in your household will be
then asked to move to a separate room while the
inspection takes place.
14 newsextra | Lockdown edition Summer 2020
Operatives are also equipped with appropriate
PPE, including gloves and they will point out
any surfaces they’ve touched, to enable easy
cleaning. All the tools that we use are thoroughly
cleaned between visits to different properties and
operatives clean their hands in our vans - which
have on-board washing facilities - or by using hand
sanitiser.
“This thorough approach provides additional peace
of mind for customers, especially those who may
be particularly vulnerable or who have members of
the household in an ‘at risk’ category,” Alan said.
“All these measures have been backed up by our
‘Help Us Keep You Safe’ campaign which includes
online guides and leaflets to help customers
understand the approach we’re taking, along
with our investment in ‘Gas Tag’ technology which
collects real-time data about the gas boilers and
appliances in all of our homes.”
The sensible steps taken for our home visits have
certainly been well received. John, a customer
who lives in Stafford commented: “The recent visit
from an engineer went very well. He was quick and
polite and we worked together to stay apart from
each other.
“Many thanks to the engineer for keeping us all safe
while this virus is around, we really appreciate it.”

Safety checks
SSHA has important legal
duties and obligations to
ensure you and your family
are safe in your home.
By law, we must carry out
safety checks and it’s a
condition of your tenancy
that you give us access to
your home to carry out this
essential work.
Our safety first checks include:
} Gas servicing and repairs
} Electrical installation
checks and associated
repairs
} Solid fuel and oil central
heating servicing and
repairs
} Managing asbestos
} Solar PV roof panel
inspections
} Un-vented cylinders
} Fire doors
} Fire risk assessments –
in communal areas and
sheltered schemes only
} Stair lifts and hoists
When we need to carry out
safety work or inspections we
will contact you and let you
know when we, or one of our
contractors, will visit your
home.
Every year, missed pre-booked appointments cost
thousands of pounds - money that could otherwise
be spent making more home improvements.
If you need to change a safety check
appointment please contact our customer
services team on 01785 312000.
Make sure you are covered for the unexpected by
taking out home contents insurance.
Did you know that SSHA insures the building
in which you live but we don’t insure your
personal contents? It’s your responsibility
to organise home contents insurance which
covers your personal belongings from
accidental damage, fire, flooding and theft.
No matter how careful you are, accidents can
happen and there’s always a risk that your
belongings, such as carpets, furniture, curtains
and electrical items could be damaged and need
replacing.
If you can’t afford to replace it, you should really
think about insuring it!
Please visit the Citizens Advice
website for further contents
insurance guidance.
www.ssha.co.uk | newsextra 15

Care Plus finalist
for Best Older
People’s Landlord
Care Plus is one the national
finalists in the UK Housing
Awards, described as the most
prestigious awards in the
housing sector.
Chosen from a record number
of nominations, Care Plus has
been recognised in the category
of Best Older People’s Landlord,
acknowledging the vital role it
plays in providing housing and
support for older people.
A busy programme of events and
activities helped earn Care Plus a
shortlisting in the UK Housing Awards.
Picture taken before social distancing
guidelines were introduced.
More than 1250 people live in
apartments and bungalows within
35 developments managed by Care
Plus. The retirement communities
have become important hubs in
their neighbourhoods, helping to
relieve social isolation among older
people.
A befriending service has also
been introduced this year and
volunteers - including some of the
residents - share their skills in crafts,
photography, music and more.
June, 84, is a Care Plus resident: “I
feel happy, secure and I’ve got no
worries. It’s like being part of a big
family. When I go away I can’t wait
to get home.”
For more information about all our
Care Plus services visit
www.care-plus.org.uk
Joan, knitting for newborns
Housing Plus Group sets out to make a positive
difference to people and communities. We are
proud that many of our customers do that, too.
Super-knitter Joan has donated
dozens of hats, bootees and
blankets to the maternity ward
at New Cross Hospital to say
‘thank you’ to staff who took
such good care of her new greatgrandson,
Jacob.
Joan, who lives in one of our
retirement living communities,
says that knitting kept her busy
while she has been unable to
enjoy her regular meetings with
friends and family.
“There is usually a lot going on
here. I meet my neighbours most
days in the communal lounge
and get together with my family
each weekend. All that stopped
while we have been careful to
stay safe in our own homes. I
needed something to do and
knitting has kept me sane.”
Joan began by knitting for
the baby expected by her
granddaughter, Rhea. Before
long she had produced so much
that the spare bedroom in her
bungalow had been turned into
temporary storage space for
the countless carefully-crafted
garments.
With the birth of Jacob on 7
June, Joan decided to donate
her knitting to the maternity
ward at New Cross Hospital.
“It’s my way of thanking the
staff who looked after Rhea and
Jacob and of giving something
back to our wonderful NHS,” says
Joan. “Clapping for keyworkers
each week made me think about
how much our doctors, nurses
and carers have done for us.”
Baby Jacob visited his greatgrandmother
for the first time
when Rhea brought him for a
socially-distanced meeting on
the path outside Joan’s home.
Naturally, he was cosily wrapped
in one of her precious knits.
16 newsextra | Lockdown edition Summer 2020

Volunteers boost community response to
Covid-19
Organisations in Stafford providing support for vulnerable members of the community during the
coronavirus outbreak received a welcome boost from Housing Plus Group employees.
Community engagement advisor Gavin McAlister is one of the volunteers
who supported these groups. Gavin volunteered as a delivery driver for
the foodbank at Rising Brook Community Church and also helped
the County Stores social supermarket and foodbank successfully
apply for a £1000 emergency grant.
Jan Goode, neighbourhoods director said: “The spirit shown
by Gavin, and other members of our team volunteering
to help others during these difficult times, is certainly in
keeping with our vision to make a positive difference to
homes, lives and communities.
“As a values-based organisation, we’re delighted that
colleagues are committed to helping others and we’ll
support them however we can.”
Photo: Gavin prepares for another delivery with Church
Centre manager Karen Wardell in the background.
Work with us
Care and support workers
For you, there’s a reason why ‘career’ has CARE at its heart.
If you’re a caring person searching for a job where you can make a positive difference, take a look at the
vacancies we have now for community care and support workers in Staffordshire and Shropshire.
You will be become a familiar face to older people who want to retain their
independence in their own home.
In return, you will receive a competitive rate of pay, with
enhancements for weekends and bank holidays. And you’ll be
paid for your travel time between visits because we think that’s
fair. You will also benefit from training leading to specialist
qualifications, with all the progression opportunities that
come with working for a large organisation.
A variety of roles are available, including options for night
and weekend shifts so you can choose rewarding work that
fits your life. We welcome applications from experienced care
workers and those looking for a new challenge.
Care for
your career
Start now by calling us on 01785 312102
Or get more information and apply online by visiting
www.care-plus.org.uk/jobs
www.ssha.co.uk | newsextra 17

Taking action to protect our customers
We do all that we can to make sure that our
customers feel safe at home. When you tell
us about disturbances in your neighbourhood
we will try to put that right. We will work with
neighbours to resolve problems. If that is not
possible, we will do more, including taking court
action where necessary.
If you are experiencing ASB, talk to us. Work with
us. Let’s get it resolved.
Damage to communal areas - Without Notice
Injunction
When a tenant caused excessive damage to
communal areas shared with neighbours, we
gained a Without Notice Injunction, extended for
two years.
There have been no further issues at this address.
Drug dealing – Notice Seeking Possession
Neighbours let us know that drug dealing was
taking place at one property, where lockdown
breaches were also being reported.
We worked with West Mercia Police and they
carried out a warrant at the address. The tenant
was arrested for the supply of Class A drugs and
we obtained a Without Notice Injunction with
Power of Arrest.
In view of the seriousness of what has taken
place at this property and the disturbances to
neighbours, we will be serving a Notice Seeking
Possession.
Threats of violence to neighbours – Without
Notice Injunction with Power of Arrest
We worked with a tenant who was abusing
alcohol and becoming aggressive towards
neighbours. Unfortunately, the behaviour
escalated to the point where a neighbour was
threatened with violence and felt afraid to leave
their home.
This neighbour cooperated with us and with the
help of their statement, we were able to obtain a
Without Notice Injunction with Power of Arrest.
Nuisance behaviour – Committal application
This customer was already the subject of an
undertaking to the court, controlling their
behaviour. Unfortunately, this undertaking was
breached, with nuisance behaviour including
shouting, swearing, drunkenness and aggression.
Neighbours worked with
us and made statements
setting out the impact that
this behaviour was having
on their home life. Earlier
this month a Committal
application was made
to the court.
Work with us
Customer call advisors
We are looking for caring people with excellent
communication skills to join a friendly and supportive
team providing 24-7 lifeline services to some of our most
vulnerable customers.
This is a fantastic opportunity to join a values-based company
and to make a positive difference in our community.
No two days are the same in this role, where you will be
responding to multiple calls on a wide range of issues. These
will include emergency calls that could require liaison with
statutory, voluntary and care agencies. The busy team also
provides an out-of-hours repairs service for SARH tenants and
support for other corporate customers. See our ‘Day in the
life of a customer call advisor’ video on our website.
Bank contracts are now available, perfect for if you are
looking for flexible and rewarding employment that fits your
life.
18 newsextra | Lockdown edition Summer 2020
Start now by calling us on
0800 111 4554.

Customers join the conversation
When we joined together in a new Group
that includes South Staffordshire Housing
Association, Stafford and Rural Homes (SARH)
and Severnside, we said that we would be even
more accountable to our customers.
We are keeping that promise with the launch of a
project to ensure that tenants have a strong voice
which is heard in every part of our Group.
Residents in Staffordshire and Shropshire have
been taking part in a far-reaching conversation
about how customers have previously helped
to shape the services delivered by each of our
landlords, as we have been learning what works
well and where we could do better.
The important discussion got underway with
a joint forum and online survey for customers
representing each housing association. There will
be an opportunity for you to get involved, too.
Once we’ve heard your views, customers will work
with our engagement team to create new ways to
ensure that customers have a real say in our work.
Your voice will influence our policies, your
views will be reflected in our decisions, you’ll
hold us to account.
SARH customer board member Gillian Pardesi
was one of those attending the joint forum: “It’s
been very useful to have the opportunity to
meet customers and staff from the other housing
Get involved — your voice,
your home, your future
We are committed to listening to the views of our customers and offering you
lots of opportunities to have a real say in the services we provide.
Our board has pledged to listen to and be influenced by the views of
customers over and above the regulatory requirements.
associations and listen to their experiences. I was
really looking forward to the day and it hasn’t
disappointed!”
Resident Annie Mellor agreed; “We want to learn
from each other and take the best ideas from
across the Group. As tenants, it is so important
that our voices are heard and that starts now,
as we help to create the channels for scrutiny,
feedback and consultation.”
If you would like to have your say, there are a number of ways that you can get
involved. You can join one of our customer-led panels who regularly meet, share your
views by completing online surveys or tell us what you think over the phone and by email.
Picture taken before social distancing guidelines were introduced.
Living our values
Co m m unication
Living our values
Learning
Living our values
Accountable
Living our values
Trust
Living our values
YO U
What do I need
to do?
It’s easy to get involved. You can register online at
www.ssha.co.uk/register-get-involved
Email letstalk@housingplusgroup.co.uk or call our
customer voice team on 01785 312000.
www.ssha.co.uk | newsextra 19

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Useful contact numbers:
• General property, heating
and hot water repairs, rent
payment, debt advice and fault
reporting
01785 312000
(SSHA Customer Services)
• Gas servicing
01782 564448
(Phoenix Gas Services)
• Gas leaks
0800 111 999
(National Gas Emergency Service)
• Health and sickness help and
advice
111 (NHS Direct)
• Police 101 (non-emergency)
• Refuse collection
01902 696203
(South Staffordshire Council)
• Street lighting
0300 111 8000
(South Staffordshire Council)
• Street cleaning
01902 696316
(Staffordshire County Council)
• Personal concerns, worries and
troubles
116 123(Samaritans)
• Theo Clarke MP
Stafford
020 7219 3000
theo.clarke.mp@parliament.uk
• Amanda Milling MP
Cannock Chase
020 7219 8356
amanda.milling.mp
@parliament.uk
• Mark Pritchard MP
The Wrekin
020 7219 8494
pritchardm@parliament.uk
• Gavin Williamson MP
South Staffordshire
020 7219 7245
gavin.williamson.mp@
parliament.uk
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SSHA
Care Plus
Acton Court, Acton Gate,
Stafford, ST18 9AP
Customer Services
01785 312000
enquiries@ssha.co.uk
www.ssha.co.uk
Information is correct at time of printing