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Door to Door - July 2021

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July 2021 Community Improvement Fund apply now page 12 Smart technology rollout page 3 Your IAP free for all Broadland tenants page 5 Have you spotted these beautiful blooms Send us your photos page 14

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Door to Door July 2021 Tenants Online register now Visit https portal tenantsonline org Contact us 24 7 Report your repair Check your rent account Free for Broadland Tenants Update from our Customer Services team Our priority is to keep our tenants and staff safe and so due to the pandemic we have around 2 500 outstanding repairs We designated a member of the Customer Services team specifically to book these repairs We have also conducted team days where we collectively worked together to reduce this backlog We hope to be up to date with these repairs by the end of summer 2021 subject to further Covid 19 restrictions We are working through the backlog of repairs in line with current safety guidance and would like to thank you for your understanding at this time We will be sending an email text or letter to update any tenants who have outstanding repairs If you have a new non urgent repair you can report it via Tenants Online For all other enquiries please use Tenants Online or the contact us form at https www broadlandgroup org about us contactus To report an emergency repair please call 0303 303 0003 broadlandgroup org Thinking of altering your home It could be a fire risk Please remember you MUST get written permission from us before you make any alterations to your home This even includes temporary structures in your garden such as a shed This is important because unauthorised alterations to your property may be a fire risk If we find works that have been completed without our permission we will investigate as you may be breaching the terms of your tenancy agreement For more information or to download an alteration form please visit www broadlandgroup org tenants makingalterations to your broadland property Later this year we will have a new phone system which will improve the service we provide For example if there is bad weather and lots of calls to Customer Services we can add a short message to let tenants know how we are prioritising repairs at that current time There will also be the option to receive a call back from our Customer Services team to reduce call wait times during busy periods Did you know In April 2021 there were 2 454 calls answered 475 emails responded to by our Customer Services team Register toda y If you re not already registered to Tenants Online you can report non urgent repairs and enquiries online via our FREE app 24 7 2

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Planned works 2021 22 We survey and carry out planned works to your home based on the lifespan and condition of the various elements in it We use the lifecycle guide below We aim to provide both value for money and fairness by ensuring we maintain homes to a consistent standard and do not Planned works Roof replacement Windows replacement External doors replacement Kitchen refurbishment Bathroom refurbishment Boiler replacement Central heating radiators Storage heater upgrades Hot water cylinder External decoration carry out planned works unnecessarily For example if your kitchen is 20 years old and scheduled for replacement but is in a very good condition the work will probably be rescheduled to a later date Certain planned works such as roofs and boiler replacements Lifecycle years 60 32 32 20 32 17 30 17 17 5 7 are more difficult to predict on lifespan only These elements are more likely to be replaced based on their condition If you wonder why your neighbour s home is getting a new boiler this is probably because their boiler is uneconomical to repair and therefore it is being replaced as a one off You can view works scheduled to be completed in 2021 22 on our website at www broadlandgroup org plannedmaintenance works NB Because of Covid 19 and our priority to keep tenants and staff safe we put our planned works schedule on hold and focused on the backlog of repairs The 2021 22 schedule may change and is subject to any further Covid 19 restrictions and budgetary considerations planned works more likely to be completed by scheme rather than on an individual property basis Smart technology rollout Switchee is a simple and intuitive heating control that allows tenants to save up to 17 on their energy bill It is also another useful way for us to communicate with our tenants By the end of this year we will have installed Switchee smart thermostats in 9 of our 5 000 homes When rolled out across all our homes Broadland will become the first housing provider to have a fully connected housing stock 92 response rate to messages sent to tenants through the smart home tech 17 of homes that had been fitted with a Switchee device were identified as being at risk of mould and were sent damp prevention advice 51 of tenants who had Please contact tenantengagement broadlandgroup org if you have any queries about Switchee 3 not signed up to receive Door to Door did so after responding to a Switchee survey 0303 303 0003

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Door to Door July 2021 Gas and electrical safety tests your safety is our priority Employees will be wearing appropriate PPE when they enter your home or work in communal areas As your landlord we have a legal requirement to carry out gas and electrical safety checks in your home This is not only to make sure your home is safe but to see if there are any improvement works to be carried out to your existing heating or electrics We will send you a provisional appointment by email or text which you can change if it s not suitable Always make sure you are home for your appointment If you need to re arrange your appointment call us on 0303 303 0003 asap Whilst on site a check of all smoke alarms and CO alarms is carried out and any out of date or non working alarms are replaced by our operatives If you miss your appointment contact us to re book it via Tenants Online or call us on 0303 303 0003 Home Condition Surveys We are currently rescheduling our stock condition surveys along with updating EPCs energy performance certificates and carrying out asbestos checks If your home is due a survey we will contact you by letter two weeks before If you will not be at home on the day or time of your appointment please contact 0303 303 0003 asap to re book it When visiting your home our surveying team will follow the government s latest Covid 19 safety guidelines What is the survey for We need to carry out these surveys to ensure the data we hold on your home is accurate and up to date We survey our tenants homes every 5 years to check the condition of the kitchen bathroom windows and doors etc This helps us improve our programme of planned works please visit www broadlandgroup org plannedmaintenance works for more information broadlandgroup org What to expect It would really help if you would allow our surveyors access to your property for approximately 30 minutes Before our arrival please open all windows and doors if possible This ensures a good airflow and reduces touch points All Covid 19 related information and guidance will be included in your appointment letter Please note if you apply for Mutual Exchange you will need a stock survey that is less than 5 years old in order to complete the process Thank you in advance for your cooperation 4

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Welfare Benefits Advice Whether you re missing out on benefits or having problems with a claim our Welfare Benefits Advisor Matt O Brien can help you Matt can advise on most benefit questions including What benefits you might be entitled to How to complete application forms How to appeal benefit decisions including attending a Tribunal hearing You can contact Matt on 01603 750208 07950 414992 or please email matthew obrien broadlandgroup org We have VACANCIES in our housing with care schemes across Norfolk north Suffolk Our housing with care schemes offer real peace of mind Each flat is self contained with its own front door but there is 24 hour support available if needed And with plenty of social activities on offer there s a community spirit too Flats available in your area Contact us today For more information visit www broadlandgroup org or call 0303 303 0003 5 Dell Rose Court Norwich I love having the flat to myself but receive lots of help and support from the staff I regard every single member of staff as a friend Marion 100 Housing with care scheme Lloyd Court Holt 0303 303 0003

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Door to Door July 2021 New portraits celebrate tenants Broadland tenants were the inspiration for three original oil paintings by local artist Devin Smith Broadland commissioned the portraits for our meeting rooms at The Elms in Norwich to give an insight into tenants lives on our schemes We invited Thomas Tim Violet and Linda to view their portraits at a celebration afternoon tea with Devin and our Chief Executive Michael Newey Violet said The painting far exceeded my expectations I would like to thank Devin for such a fantastic piece of art To see more of Devin s work see www facebook com DevinSmithArt Broadland s Charity Bike Ride On Friday 25 June 10 Broadland staff members used their Volunteering Day to raise funds for Nelson s Journey our chosen charity for 2020 21 They organised a 20 mile bike ride and several of the riders had been training before the event to prepare for the distance On the day Wayne Estate Services Coordinator kindly offered to be the recovery driver The route started from Carrow Road and went through Stoke Holy Cross Saxlingham Nethergate and Mulbarton then back to Norwich via Cringleford The group raised a whopping broadlandgroup org 858 for Nelson s Journey which will help towards the support they provide for bereaved children and young people in Norfolk William Procurement Officer and Peter IT Support Assistant said We ve been training over the last few weeks to reach the right level of fitness for the event We ve been really lucky in receiving sponsorship from friends family and colleagues It s great Broadland allow all staff to have a volunteer day for things like this so that we can support our community and Nelson s Journey who do such a good job We d like to say a big thank you to everyone who took part and for all the generous donations Well done 6

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Become a member of Broadland We welcome new members from among our tenants and local community As a member of Broadland you can attend ask questions and vote at our Annual General Meeting We always make sure there is enough time at these meetings for you to chat informally with other members too hear about the direction Broadland is taking as a business vote on key changes we are proposing attend events throughout the year to find out what we are doing to support our tenants Our members ensure we stay connected to the people who are important to us our tenants and stakeholders involve stakeholders in our governance allow tenants and stakeholders to influence what goes on in our communities establish and maintain a support network to deliver our mission and values The Future of Fire Safety 22 July 2021 at 6 00pm Online via Teams Exclusive member events 2021 7 Lessons learnt from Grenfell and protecting our tenants Speakers Louise Archer Executive Asset Director Brian Walshe Fire Safety Manager Annual General Meeting 24 September 2021 at 10am venue TBC online via Teams To become a member of Broadland please contact us on 01603 750279 or email members broadlandgroup org 0303 303 0003

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Door to Door July 2021 Coming soon new ways to have your say Listening to what our tenants say is really important to us so we are excited to announce that there will soon be lots of new ways you can get involved and bring about positive changes at Broadland The Board recently approved our new Residential Involvement Consultation Policy This gives tenants more opportunities to have a say about issues affecting their local area whether it s repairs replacement of windows or We re looking for community issues such as antisocial behaviour or fly tipping We want to hear your ideas and work with you to put permanent solutions in place where we can It is an ambitious plan that we will be working on over the next 16 months If you would like to be part of this exciting project please email tenantengagement broadland group org or call us on 01603 750113 and we will post you more information If you are not able to get online we can also provide training opportunities We look forward to working with you Mystery shoppers Register your interest today Call 01603 750113 Help us improve our tenant satisfaction become a mystery shopper Your role is to check the quality of our customer services voids standards repairs cleaning Estate Services and much more in line with current Covid 19 restrictions You will receive a Love2shop voucher or similar as a thank you broadlandgroup org 8

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Community Inspectors What is a Community Inspector Jean from The Orchards writes As Community Inspectors Penny and I check for outside lights that are not working Penny checks this on her dusk walks around the garden She also completes a litter pick at the same time It must blow into the garden as we don t litter drop We also look for fly tipping and trip hazards around the grounds We check if the lawns are well cut the hedges welltrimmed bin areas kept clean etc We complete a visual check on the roofs gutters etc Anything down to a specific tenant we cannot deal with We also take photographs of some of our submissions We then submit our findings to Broadland Why did you volunteer to become a Community Inspector I feel it is important to keep our scheme under inspection It s also good to be involved with our housing association Do you have any previous experience with this type of work inspections No I have never done anything like this before Is there training provided No training is needed We live here so we know what is happening All we need to be able to do is submit the survey results via the internet This can also be completed on paper and sent in the post How much time do you need to give It only takes us a few minutes once a quarter plus the time involved in completing the survey How easy are the inspections to complete either online or via paper It is easy to complete the inspection online via Survey Monkey including the submission of photos What issues or concerns have been reported in your inspections We have reported blown lightbulbs rubbish undergrowth in gutters trip hazards trees overhanging rotary driers and broken driers a dangerous area at the top of the steps a roof problem Have the issues raised been resolved from each inspection Yes we are seeing things being rectified from our latest inspection But last year during Covid 19 many of our reports got caught up in the backlog of repairs Overall what is your experience of the service we have provided when you raised an issue Mostly our submissions get rectified quite quickly But our problem with the trees and rotary driers has been ongoing since our first inspection We have recently had a meeting with Estate Services and this is now being addressed What do you get out of being a Community Inspector The satisfaction that we are helping to look after our scheme Hopefully this is appreciated by the other residents What would you say to anyone looking to volunteer as a community inspector Give it a try it is not difficult You also have the satisfaction of hopefully keeping your scheme clean and safe Interested in volunteering where you live Contact tenantengagement broadlandgroup org or call 01603 750113 9 0303 303 0003

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Door to Door July 2021 Join our Housing for Older Persons panel Become part of our new HOP panel Your views matter Are you interested in making your voice heard influencing change at your scheme improving our services finding new friends JOIN THE HOP It s time to make a difference WHO CAN JOIN WHAT S INVOLVED Any Broadland Housing tenant living at our Sheltered Housing with Care or Over 55s schemes are welcome to join You ll be part of a group to discuss and bring forward your ideas and issues about your scheme and services WHERE WHEN HOW DO I JOIN Quarterly meetings starting in the late Autumn 2021 TBC in line with current Covid 19 restrictions To register your interest please call or email us on the details below by 31 August 2021 tenantengagement broadlandgroup org www broadlandgroup org broadlandgroup org 01603 750113 10

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Thanks Good Neighbours We d like to say a big thank you to all of our tenants for helping those around you especially through the challenges of the recent months We held a virtual Good Neighbour event in April and invited all our tenants and their neighbours who received nominations from the most recent Pulse Survey 0303 303 0003 Mrs Riley and her daughter and son in law Mr and Mrs Dyball for always being willing to help in any way they can and for helping with shopping and DIY during the lockdown Nominated by Mrs Peart Here are just a couple of the nominations Mrs St Clair for helping her neighbour who is on her own after recent knee surgery She also helped her neighbour throughout the lockdown with getting online food deliveries and collecting medication from the pharmacy Nominated by Ms Mack Mrs Dyball and Mrs Riley pictured left Mrs Peart pictured right Congratulations to all our tenants and their neighbours who received a Good Neighbour Award Mrs St Clair pictured left and Ms Mack pictured right 11 If you would like to nominate someone you know for a Good Neighbour Award please visit https www broadlandgroup org goodneighbour award or call 01603 750113 0303 303 0003

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Door to Door July 2021 2021 Community Improvement Fund Communal outdoor seating There s still time to apply to this year s Community Improvement Fund open to all Broadland Housing tenants If you have a great idea or project that could benefit your neighbourhood we d love to hear from you The Community Improvement Fund is designed to help tenants set up their own community project It offers grants of up to 3 000 for projects that will make a positive difference to you and your neighbours and your community The project must fall into one of the following categories Health and wellbeing Community Environmental improvements For more information or to apply visit https www broadlandgroup org community improvement fund If you would like an application form posted to you please call us on 01603 750113 or email tenantengagement broadlandgroup org Closes 31 July 2021 Apply now al Commun rniture outdoor fu Com m gard unal en im prov eme nts See right and above for some of last year s projects that were awarded funding al Commun project t allotmen Community project complete Working with our Estate Services team we have now completed all our 2020 Community Improvement Fund projects Tenants at one of our schemes in Norwich put forward an application last year to improve their communal gardens Mr Temple who applied for the funding wanted to pass on his thanks to the Estate Services team for their help and hard work on the project He said he has since planted quite a few geraniums and an azalea next to the entrance and said the gardens are looking lovely broadlandgroup org 12

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Bethany said Following tenants feedback we put a fence around a tree in the communal garden to prevent items of fly tipping being dumped here We then moved the bins into a separate unit and made a small garden area in the space that was left We were concerned that leaving this area as concrete would lead to more items being dumped We are hopeful that now the area is planted it will prevent this happening I personally have dealt with complaints of fly tipping at the scheme for many years so I really hope this will prove to be a success Mr and Mrs Norwell said We just wanted to say thank you to you and anyone else who was involved in changing what was a mess and eyesore where our bins were into a lovely garden area Fly tipping has completely stopped and we have something nice to look at when we look out of our window Another change was to lay paving slabs outside some of the homes Previously there had been gravel which caused an issue with cat mess Bethany visited the scheme recently and noticed tenants have started putting plant pots on the slabs making the scheme look really attractive after Before One of our schemes had regular complaints from tenants about high levels of illegal dumping fly tipping next to their communal bin areas Bethany Newton Local Delivery Team Leader applied for funding and using tenants feedback we have made a few small improvements on the scheme after You said we did what a difference There are other scheme improvements planned and we hope to hear from tenants about what changes they would like to see in their community If you have any ideas for how you could improve certain areas of your scheme for you and your neighbours contact tenantengagement broadlandgroup org 01603 750113 13 0303 303 0003

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Door to Door July 2021 Illegal dumping fly tipping Between January and March 2021 Broadland attended 45 incidences of illegal dumping at our schemes that is almost 4 per week This cost just short of 12 000 in disposal charges alone before taking into account the labour or fuel costs That is the equivalent of 4 kitchen or 5 bathroom replacements To try and reduce illegal dumping and the associated costs Broadland staff have an illegal dumping toolkit We may look through items for any clues about who left it there as well as checking CCTV if available You could be charged up to 800 if you are caught Did you know that for a small fee your local council will take away any bulky waste items you may have If you see someone dumping unwanted household rubbish near your home please report it to us immediately A big thank you to our General Operatives who have continued to keep our schemes and your homes looking good despite the challenges of Covid 19 WILDFLOWER MEADOWS 45 incidences of fly tipping Jan Mar 2021 That s nearly 12 000 in disposal charges Equivalent to 4 kitchen or 5 bathroom replacements SEE IT REPORT IT Thank you to all of our Estate Services team who have been working hard on seeding and looking after new wildflower meadows Not only are wildflowers gorgeous for us to enjoy but they play a vital role by supporting pollinators such as bees and butterflies with food and somewhere to breed These insects then repay the favour by pollinating our favourite native species of fruit such as strawberries and apples It s a win win If you have any photos you would like to share please email them to tenantengagement broadlandgroup org broadlandgroup org Here are some photos taken by our Estate Services team 14

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In the Garden Shed with Jane Greetings to all our gardeners and readers I hope that your spring planting survived during the very unusual weather It was the coldest April on record for 61 years And May was wet wet wet I m hoping for a sunny and text warm summer fingers crossed Veg on a trellis This is a great easy way to grow veggies in a small space especially tomatoes cucumbers and squashes Buy or make a strong trellis and secure it firmly to a wall or in the ground Plant the veg plants next to the trellis in well fertilised soil grow bag Use ties or clips to train the plants up the trellis Follow the care instructions for each plant Feed and water regularly You can use this method inside or outside The most important thing is to secure the trellis well and support the fruits they will be quite heavy when ripe Try orange lemon string bags from supermarkets or old tights Jobs for the garden July In dry weather water plants daily especially containers and raised beds Mulch thirsty plants squashes peas and beans Look under leaves for caterpillar eggs Not all insects are harmful most are good additions to the garden Control pests such as black fly on broad beans just remove the tops and let the ladybirds do the rest Top tips for cut flowers Lilac roses honeysuckle Split the hard stems and peel back the bark Trim the stems daily and change water frequently Dahlias Strip and place the stems in hot water Leave for 30 minutes Remove place somewhere dark for several hours then put in clean water in a vase Freesias Stand in 500 ml of water with a few drops of any alcohol gin for example for 3 hours Remove and arrange in a vase with fresh water Poppies Pick before they open preferably in the evening Singe the bottom of the stems with a lighter or a match and stand in clean water Roses Stand stems in boiling water for 3 minutes then into cold water with a pinch of salt Sweet peas Pick first thing in the morning with the dew still on them This will retain their colour for longer August This is high harvest time Construct cages for nets over soft fruit bushes and peas favourite food of our feathered friends Continue to weed and hoe Harvest garlic planted in the autumn and dry in the sun It should keep for months September Earth up leeks and celery Top tip always weed the space as you dig up your crops If it s a large space place a cover of manure and or black weed fabric on top and leave until next year and it is an easy dig in the early spring Continue to harvest I hope these ideas have been helpful Do send us your photos Wishing you a great summer 15 J ane 0303 303 0003

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Door to Door listen now Introducing Door to Door audio Now you can listen to the audio version of your Door to Door tenant magazine online via our website or on CD Introducing July Door to Door Your local tenant magazine If you would like a CD of the latest issue sent to you or an email link to listen online please email us or call 01603 750113 LISTEN NOW WIN a compost bin for your garden To be in with a chance of winning a 220L compost bin please answer the following Question How long does it usually take for the contents of a compost bin to become ready for use Answer A 6 9 months B 12 16 months C 9 12 months D 3 6 months To enter please visit our Facebook page broadland You can also enter via email at tenantengagement broadlandgroup org or call 01603 750113 Competition closes 31 July 2021 Open to Broadland Housing tenants only Save water this summer Use a watering can in the garden a sprinkler or hose gushes up to 16 litres of water a minute Sponge your car with a bucket of water and reuse water on the garden afterwards Water plants in the morning or evening when it s cooler and less water will evaporate Direct water at the plant roots it will only evaporate from the leaves and go to waste Plant flowers that need less water such as lavender palms mimosa and verbena Life in Lockdown In our April Door to Door we invited tenants to share their story of life in lockdown and what they have learnt about themselves and their community Thank you to one of our tenants in Dereham for this fantastic story