Streetsahead WINTER 2020 - News Features Advice Community - The Housing Executive
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WINTER 2020
streetsahead
nihe.gov.uk facebook.com/housingexecutive @nihecommunity nihecommunity
The magazine for
Housing Executive
tenants
News › Features › Advice › Community
Contents
Welcome How we're
3 How we're doing
4 Celebrating our
community champions
doing
6 We're here to help
7 Caring through COVID
D
8 What you said
Figures taken from the Continuous
ear tenant, you can access online, over the 10 Putting down roots in Ballycastle
Tenant Omnibus Survey 2019 and the
Welcome to the 2020 phone, or by using our new tenant 12 Giving young people the key to Housing Executive Annual Report 2019/20.
edition of Streets Ahead. portal, My Housing Executive. their future
It’s safe to say life has been As you flip through the magazine, 14 Looking on the Bannside of life
anything but normal this you will also see that we are 15 Our repairs service now has a
85162 91%
year. Over the last few months the celebrating the community groups hands free mode
coronavirus outbreak has caused who have been helping people
16 Keeping up with the Keshians
us to change how we socialise, throughout the coronavirus
work, and look after one another. outbreak. Across Northern Ireland 18 Not all heroes wear capes
It has also presented the Housing there is fantastic work being done,
,
20 Creating a sanctuary on
Executive with major challenges usually on a voluntarily basis, to the Shankill
as we’ve had to adapt the way we assist vulnerable people and I’m
22 Register with My Housing were satisfied with how we had
deliver our services so we can keep delighted that we’ve been able to Executive in 7 simple steps homes managed by the Housing Executive
managed your repair(s)
92%
our tenants and staff safe. support these projects in some way.
24 3 ways to care for your dog during
161 5,121
320 000+
I realise that many of you rely on Finally, I’d like to thank you for your the coronavirus outbreak
the services we provide perhaps patience and understanding as we
26 Get online with ONSIDE
more than ever, and I want to assure navigate our way through and out of
you that our staff are still here to the pandemic. 28 Milestones from our year MAJOR
ADAPTATIONS
MINOR
ADAPTATIONS
,
help. This is why we have packed 30 Staying young at heart with Mid
of you were satisfied with were carried out so people could repairs carried out across
this edition of Streets Ahead full of & East Antrim Agewell Partnership continue to live independently
9 10
information on the range of services your neighbourhood Northern Ireland
in their home
500
32 Creating dementia friendly homes
34 Would you like a financial MOT?
88%
36 What to expect when we need to
Clark Bailie visit your home
CHIEF EXECUTIVE
37 Applying for a transfer
38 Staying safe in your home
39 Reporting an emergency repair
in of you were satisfied
with the quality of
your home
community groups working in
partnership with us through the
of you were satisfied Housing Community Network
40 Get a move on with with repair work done
88%
HomeSwapper and with those who
42 Making our communities safer carried out the work
in terms of:
43 Spotting a scam! • Speed • Quality of work
92%
• Quality of materials of you said that you
43 Tower block update
• Tidiness • Politeness were satisfied with
44 Getting your home adapted • Friendliness the overall service
45 Our door is always open provided by us
83% £103.5
46 Taking it to the next level
47 Embracing all our neighbours
of you said that
MILLION
47 Interpretation services for deaf or your rent provides
hard of hearing customers VALUE FOR MONEY
48 What can my Patch Manager help
me with? of you felt the Housing Executive were programme of repairs and
good at keeping you informed about improvements in our homes across
48 Get in touch things that might affect you as a tenant Northern Ireland
2 STREETS AHEAD 2020 STREETS AHEAD 2020 3
Celebrating
“Nobody really thinks
about who keeps
our Community
their street clean, but
it’s really important,
especially since we’re
spending more time
Champions
outdoors, and we’ve been
Since March, key workers have
risen to the enormous challenge
working hard to keep
of keeping our essential Belfast tidy throughout
services going. We met up
with some of our tenants who
the coronavirus
have been helping people stay outbreak.”
safe and healthy during this
unprecedented time. Ciaran, North Belfast
Ciaran has worked as a Driver and
Labourer for Belfast City Council since 2007
and has lived in his home for over 40 years.
Although his holiday plans for this year
“I’m often the only were cancelled, Ciaran is looking forward to
going golfing with his mates to Portugal next
person my client April and getting a hole in one.
will see all day so I
take time to have a
chat with them and
see how they’re “My job involves booking people
coping. If I can into the COVID-19 Centre who
make them smile are displaying any coronavirus-
related symptoms to be assessed
and take their mind
by one of our GPs. It can be
off what is going on daunting for our patients but my
in the world right colleagues and I reassure them
now, I know I’ve that it’s a normal appointment
they’re attending and it’s just
done a good job.” because of the circumstances
Grainne, Antrim
that they can’t come into their
As a carer for Extra Care, Grainne
provides support and care to own practice.”
vulnerable people in their homes. Jacqueline, Ballymena
Every day she helps her clients with
personal tasks like meal preparation, Jacqueline moved to Ballymena in October with
bathing, and administering medicines. her son and two daughters. She works in Dalriada
Grainne has had a very busy year Urgent Care, which is acting as the Primary Care
juggling work, home-schooling her COVID-19 Centre in Ballymena, and is responsible for
three kids, and studying for a Masters booking people in to see a GP.
in Criminal Law. Jacqueline didn’t let the chaos of going on holiday
this year stop her from travelling to Italy to visit
Venice and Rome. She is now making plans to spend a
few days in New York in 2021.
4 STREETS AHEAD 2020 STREETS AHEAD 2020 5
We're Caring through
here to COVID
help W
e have taken steps to help you stay safe, support people in your
community, and keep you up to date on the changes to our services
during the coronavirus outbreak.
Helping you
stay safe
W
e are continuing to provide
key services and support to
you in your home.
KEEPING YOU SAFE
If you are worried about paying
your rent, please be reassured
that we will not be taking legal
action to evict tenants where
financial hardship is suffered due
210,000
We have purchased
We are delivering the majority of our to coronavirus. over 210,000 face
services online or by phone. You can get coverings for our
in touch by phone, online, or through MAINTAINING YOUR HOME staff to wear and
our new tenant portal, My Housing We are responding to tenants who KEEPING IN TOUCH WITH YOU nearly 10,000 hand
Executive. You can find out more about have been waiting the longest, and have It is important to make sure that sanitisers.
the portal and how to register on page the most urgent repairs first. This means we have your most up to date contact
65,157
22. that there may be delays from our usual details and household information.
We have reopened some of our local response times. We thank you for your This means we can contact you about
offices. To keep you and our staff safe, patience while we work to maintain a full any changes to our services, and can
access to our offices is by appointment service. provide you with relevant advice and
only. Call your Patch Manager on 03448 We are taking all necessary steps support you might need.
920 900 to make an appointment. to ensure that you stay safe when our To update your details, please call
Check out the back page to find out staff and contractors visit your home us on 03448 920 900 or update them
more about the ways to contact us. to complete a repair or carry out a gas at a time that suits you on My Housing
You can also keep up to date with our safety check. Executive.
latest updates on our website and social You can find out more about how
media channels. we are keeping you safe when someone
visits your home by turning to page 36.
EMERGENCY REPAIRS
32,000
HELPING YOU PAY YOUR BILLS
If your income has reduced due to GET TO KNOW YOUR RESPONSE
MAINTENANCE
coronavirus, and you are worried about PATCH MANAGER JOBS
paying your rent, our staff can help you. During this uncertain time, it’s
3,400
It is important to contact us as soon important that you have one point of
as possible. We can refer you to one of HEALTH AND
contact. Your Patch Manager is there SAFETY ELECTRICAL
our Financial Inclusion Managers who to support you, and help resolve your INSPECTIONS
can talk you through your situation and housing issues.
the options available to you. They can You can get in touch with them by Our contractors have Our Direct Labour Organisation
also carry out a benefits check to make ringing our General Enquiries Line on completed 65,157 (DLO) completed 32,000
sure you’re getting everything you’re 03448 920 900 or by sending a message emergency repairs. response maintenance jobs
entitled to, and give you impartial advice. through the My Housing Executive and 3,400 health and safety
Flick over to page 34 to find out more. portal. electrical inspections.
6 STREETS AHEAD 2020 STREETS AHEAD 2020 7
Supporting people Keeping
in your community you up to 40,028
date COVID-19 FAQ VISITS
£290k
We created a dedicated ‘COVID-19
FAQ’ section on our website which
has been visited 40,028 times.
290,998
EMERGENCY COVID FUND
SET UP SUPPORTING TEXTS
204
85
To keep you up to date
We set up a £290k emergency COVID-19 Fund helping
COMMUNITY 204 community groups across Northern Ireland to
on our services, we sent
GROUPS provide services including food delivery and prescription
290,998 text messages.
NO
pick-ups to those who were shielding.
1,920
TENANT CHECK-IN
TELEPHONE INTERVIEWS
85 Housing
Community Network
meetings, facilitated
by Supporting
Communities, were
held online ensuring
We launched
our customer
portal,
We posted a series of
service status update
videos on our social
media accounts.
My Housing
From the 27th April to the 20th May,
our Patch Managers completed
ROUGH SLEEPER tenants continued
to be involved in Executive,
CASES RECORDED DURING LOCKDOWN
decision-making in May, so we
1,920 tenant check-in telephone
224,008
during this important could deliver
interviews to find out what From March to June 2020, there
time. more of our
support they needed during this were NO recorded cases of
services
difficult time. anyone sleeping rough on our
online. Turn
streets. We worked alongside Our Central Housing
We also give funding, through our to page 22 to
partner organisations in the Forum were given
Community Safety programme, find out how
homeless sector to ensure hand held devices so
to a range of organisations who to register.
anyone who was rough sleeping they could hold their
provide a ‘Good Morning’ service. Throughout the coronavirus Our Customer Service Teams took 224,008 calls and gave advice to tenants
was given accommodation. meetings virtually.
outbreak they have made 149,730 calls. living across Northern Ireland.
“Thank you to the lovely lady at the Housing “Thank you so much “The Housing Executive has always been there to
support Belvoir Area Residents Group, from attending
Executive who called my 84 year old grandmother for fixing my heating.
What this morning to check if she had someone to go to I’m high risk and self-
our community safety meetings to funding our
community Christmas event. They also do a pretty
you the shop for her and isolating but your good job of keeping our green spaces in the estate well
said
maintained!”
told her just to give “Just had a phone call from the workers took all the
them a call if she needs Housing Executive; what a lovely proper precautions. “Housing Executive can I say a “Thank you Housing
anything. It is so kind and kind gesture to check on I only had to wait a big thank you to Victoria and
Michelle who are my Patch
Executive for the quick
your tenants. Thank you all for
at this stressful time for still working throughout this all. few hours, thanks so Managers. They have rang me response getting my lock
every week to make sure I’m ok fixed on my front door.”
vulnerable people.” It was greatly appreciated.” much.” and to see if I need anything.”
8 STREETS AHEAD 2020 STREETS AHEAD 2020 9
Putting
down roots in
Ballycastle
I
n October, we visited the seaside There are grand plans for the Sample the local delicacies
town to see how the new garden including creating an area For the first time in nearly four centuries,
community garden in Mayo Drive, that promotes natural play, planting a the Ould Lammas Fair was cancelled this
which hopes to bring residents of wildflower meadow, and establishing year due to the coronavirus outbreak.
all ages together, was progressing. an urban woodland on the estate. The If you missed out on getting the town’s
group will be working closely with famous Yellow Man and Dulse this
Since its creation in 2012 – following our Grounds Maintenance Team and summer don’t worry, you can still buy
a request from a member of the ‘Things Ballycastle Gardening Club to do the them in the local shops.
we’d like to see in Ballycastle’ Facebook soft landscaping and planting on the
group – Ballycastle Community currently vacant piece of land.
Development Group has played a vital Paul Kerrigan, Chairman of
role in the local community. They’ve Ballycastle Community Development
spearheaded many projects, including Group, told us why the garden is so
the creation of a ‘Winter Wonderland’ important to residents,
in a vacant shop in Castle Street, with “Being out in nature is so vital for
their latest being a community garden in your health and wellbeing, so this will
Mayo Drive. be a great place for people to come to
socialise. I was born and bred in Mayo
Drive and I think this will be a fantastic
addition to the estate.”
The jewel in the Causeway’s crown
Did you know Ballycastle frequently tops The Sunday
Times ‘Best Places to Live in Northern Ireland List’?
With the beautiful scenery, bustling high street, and
Paul Kerrigan, Chairman of Ballycastle
Community Development Group,
great community spirit it’s not hard to see why.
showed us round the coastal town. The new community garden in Mayo Drive will
bring residents of all ages together.
10 STREETS AHEAD 2020 STREETS AHEAD 2020 11
Giving young
people the key to
their future
W
e travelled to This includes things like:
Magherafelt to learn • Helping you turn your house into a
more about how Helen home, and teaching you skills like
and Charlotte from cooking or cleaning so you can live
Belfast Central Mission there independently
are providing housing support to • Getting you into training, education,
young people to help them to live or work
independently and plan their future. • Empowering you to feel confident
making financial decisions
Through our Supporting People • Giving you support to improve your
programme, we provide funding to physical and mental health
Belfast Central Mission to run their Support is provided to young people “I have fond
Housing Support for Young People in their own home, the service is not memories of going
project. It has been immensely means tested, and you do not need to
successful with dozens of young people have a social worker, or be known to to maternity
receiving help from support workers like the care system. You can be part of the appointments with
Helen and Charlotte. project for up to 2 years with the level of
“If you’re part of the project you will support depending on what you agree
a young woman and
get your own dedicated support worker with your support worker. helping build her
who will help you develop a personal We asked Helen what she wanted confidence as a mum.
action plan,” Charlotte informed us, young people to know most about the
“This means you can work on things that housing support project and she said: Being a support
will make a difference in your day to day “Living on your own can be an worker is a real
life.” overwhelming experience, but don’t
worry, you don’t have to go through it
privilege as you get
alone. Speak to us and find out how we to see someone grow
can help.” and thrive.”
Helen
Our online service directory can be used to find all Support Worker, Belfast Central Mission
support services funded through the Supporting
People programme in Northern Ireland by visiting
www.nihe.gov.uk/find-support
Start building You can access the housing support service if you’re aged 16-25 and live in the
Armagh, Dungannon, Magherafelt, North Down or Ards areas.
your future Your Patch Manager can complete a referral form for you if you like.
now You can also be referred to Belfast Central Mission by a social worker or by
visiting www.belfastcentralmission.org and completing their online form. Charlotte and Helen catch up on their way into work at Tafelta Rise,
Belfast Central Mission’s supported living accommodation for young people, in Magheraflet.
12 STREETS AHEAD 2020 STREETS AHEAD 2020 13
Looking on the Our repairs
Bannside of life service
now has a
hands free
mode
W
e’re rolling out new How it works
technology that will 1. You will be sent a text that contains
help you resolve any a web link.
repair issues you’re 2. When you click on this link you
having remotely. will be asked to give us permission
to access the camera on your
With Totalmobile Remote Assist, smartphone or tablet for a short
our Maintenance Officers and time.
Customer Service Unit Advisors can 3. This allows you to share a live video
be virtually present in your home by feed with either a Maintenance
connecting with you over video on your Officer or Customer Service Unit
smartphone or tablet. Advisor.
This means you can show them any
repair issues you’re having, so they All you need is internet access!
can pinpoint the best way to help
you, while maintaining the current
Every Tuesday and Thursday young people from across Portadown come to
public health guidance on social
Bannside Community Centre to socialise and learn key life skills. distancing.
J
ust a few days into the new Phyllis and her team members,
school year, we dropped married couple Campbell and Gail Best, “We’ve never done
by to see Phyllis Millington
from Bannside Community
have also been empowering the young
people to take an active role in their a youth project
Group, and the young people
taking part in her Youth Engagement
community. They have set them the
challenge of creating their own area at before but I am so Get to know your
Programme. the back of the centre and, although the
work is not due to begin until 2021, they
glad we have, as it Good Relations
The 48-week programme, made
possible by our Community Safety
have already made plans to bring in a
graffiti artist so they can transform the
has been the most Officer
funding, brings teenagers from across
Portadown together, to learn new
former playground into somewhere they
can bring their friends to have BBQs.
rewarding thing we They can offer your community
group support so you can get
skills that will help them in their adult
life. Before lockdown in March, the
Young people have been hugely
impacted by the coronavirus restrictions
have ever done.” your projects off the ground. Did you know that you Turn to page 22 to find out
young people had been coming into this year so we were delighted to see lots Phyllis Millington
Call our General Enquiries Line
on 03448 920 900 to get in touch
can report a repair and how to register for our new
tenant portal My Housing
find out when it is due
Community Development Officer
the community centre to cook healthy of happy faces looking forward to the Bannside Community Group with yours. Executive.
meals, get tips on looking after their future.
mental health, and plan their future. to be completed online?
14 STREETS AHEAD 2020 STREETS AHEAD 2020 15
Keeping up
with the
Keshians You can enjoy great coffee and
the best view of the village’s
Main Street in the café.
A
ffectionately known as here to support people and it all
the hub of Fermanagh starts with having a chat over a cup
by locals, Kesh is of tea”, Gerald explained, “Through
a bustling village this we are able to find what we can
steeped in history help them with and start putting
and surrounded by beautiful together a plan so they can get
countryside. We went down to back on their feet.”
see their new community facility Alan, who manages the café,
earlier this year. added, “We also found that some
people in our community felt
The old courthouse in Kesh was isolated so the café is a great place Alan, Frances, and Gerald took us down to the
completely revamped, thanks in for them to come to socialise and historic river Kesh once we finished our tour of the
part to funding from our Rural make new friends.” new community hub.
Development Programme match-
funding initiative, after over a
decade of planning and hard work
“Kesh has a great
from people across the community.
As soon as we stepped into the
Frances showed us some of the clothing, kindly donated
centre we received a very warm
community spirit.
by local people, available in the ‘tunic room’.
welcome and it was clear that this
was one of the many reasons why it
has quickly become the heart of the
village.
While taking us on a tour of the
People here really pull
facility, The Courthouse Kesh
Ltd members; Frances, Alan, and
Gerald told us that it was set up so
together and are always
people can go there in their hour
of need without worrying about offering a helping
hand.”
being judged. The new building
allows them to provide invaluable
services like a food bank, a ‘tunic
room’ filled with clothes for Frances Spence
The Courthouse Kesh Ltd
families in need, a community
café, counselling, and befriending
schemes.
We were blown away by the work
of the team and asked them how Would you like help Visit the rural section of our website
they had been able to make a huge
difference to this rural community
making your rural www.nihe.gov.uk to find out how we On top of managing the café, Alan also helps out at
can support you.
within such a short space of time. area a better place the centre’s food bank which has become a lifeline for
vulnerable people during the coronavirus outbreak.
“We try to do everything we can to live?
16 STREETS AHEAD 2020 STREETS AHEAD 2020 17
Not all heroes
wear capes...
T
hroughout the coronavirus
outbreak, our staff have
been supporting our tenants
across Northern Ireland.
Check out this snapshot of
some of the people who have been
helping you stay safe in your home,
and providing a vital connection to
your community.
Dean Weir Kimberley Bellew Catherine Lynch
“A key part of my job is working “As a Housing Executive tenant “The most rewarding part of my “As a Polish national raising
within the local community to myself, I understand how job is whenever I get to hand over a family in Northern Ireland,
find out what the issues are, and worrying it is when someone has the house keys to a family so they I understand how important it
how we can help make where to go into your home to carry out can make it their home. This year is to bring people together to
they live better. Community a repair. I’m here to answer any especially, we’ve been working celebrate different cultures and
groups have been doing fantastic queries you have and to talk you incredibly hard to do this as breakdown harmful stereotypes.
work throughout the outbreak through the steps we are taking to quickly and as safely as possible, This year, the community groups
and I am delighted that I’ve make sure you’re protected.” as we know how important I support have been doing this
been able to help them support Kimberley Bellew having somewhere to call home is digitally, but I’m really looking
vulnerable people living in our Customer Service Advisor, right now.” forward to a time when we can all
Mid & East Antrim Area
estates.” Catherine Lynch meet again.”
Maintenance Officer, West Belfast Area
Dean Weir Sylwia McAvoy
Neighbourhood Officer, South Area Race Relations Officer, NI wide
We’re here We understand that many of you need us now more than
ever. If you would like to discuss your housing situation,
to help or have any queries about your tenancy, get in touch by:
• Sending us a message on our My Housing Executive
Sylwia McAvoy
tenant portal
• Ringing our General Enquiries Line on 03448 920 900
18 STREETS AHEAD 2020 STREETS AHEAD 2020 19Creating a
We were delighted that Betty Carlisle MBE,
was able to take time out of her busy schedule
to give us a tour of the facility.
sanctuary on
the Shankill
B
etty Carlisle MBE, the provide act as a lifeline, and our staff at the centre so they can enable these
Manager of the Shankill have really pulled together so we can women to take part in all these fantastic
Women’s Centre, tells us continue to be here for them.” initiatives.
how her team have created a After the tour, Betty introduced us Betty and her team also have big
safe space where women can to her all-female team who gave us an plans for the future, including the
come to get support, learn new skills, insight into the ways they have been building of a brand new shared space
and improve their wellbeing. supporting women and their families for for women at an interface area on
over 30 years. They have been working Lanark Way. We were delighted that
Since 1987, Betty has worked as tirelessly to: keep their shared education they were able to use our funding to
part of the Shankill Women’s Centre - and young women’s projects running; complete an economic appraisal to
which was initially based in a Housing develop women through the North make this long-time dream of theirs a
Executive property before moving to Belfast Women’s Network; and provide reality and look forward to visiting the
its current location - and has been them with opportunities to take part in new centre in 2023.
instrumental in transforming the lives of cross-community activities throughout
hundreds of local women. Her team has the coronavirus
faced many challenges over the past four outbreak. They
decades, including working throughout also deliver a
‘The Troubles’, and has continued to be a wellbeing project,
source of support for women during the which is currently
coronavirus pandemic. helping 250
“We’ve had to make major changes women improve
to the way we deliver our services so their physical and
we can keep the women who use our mental health,
centre safe,” she explained while giving and provide
us a tour of the facility, “the services we quality childcare
“When I’m here
surrounded by Staff member Eileen has been busy putting together materials
for the centre’s cross-community projects.
people that care,
I feel I can do
anything.”
Shankill Women’s Centre service user
Got an idea for a Call us on 03448 920 900 to speak to the
project in your Good Relations Officer for your area
to find out how we can help make it
community? happen.
20 STREETS AHEAD 2020 STREETS AHEAD 2020 21Register with 1 2
Laura selects ‘Register’
My Housing Executive
from the menu on the
Follow her
Laura visits the Housing left. This opens the
Executive website ‘Tenant Registration’
ind
journey to f
www.nihe.gov.uk form and adds some
and selects the personal information.
u
out what yo
‘Register’ option from She creates a
in 7 simple steps
the menu on the top username with an
to
need to do right hand side of
the screen.
email address and a
register.
password.
This brings her to the
My Housing Executive Passwords must be between 5 and 20
registration home page. characters in length and contain:
• A number • A lower case letter TOP
W
• An upper case letter Your u TIP!
sern
should ame
e all lead really busy It is important to make email be an
ad
lives. That’s why it is sure all fields with an that yo dress
u use.
important that you can * are filled in.
contact us when you’re
on the go, or from the
3 4 5
comfort of your home, using the ‘My
Housing Executive’ portal. With My
Housing Executive, you can report
a repair, make payments, and get in
touch with us, anytime, anywhere… Laura clicks on Laura is sent a Laura opens the
all you need is internet access! the ‘Register’ second email email from us
button. Laura1@email.com
from us asking her and copies the
Meet Laura. Laura wants to access She gets an to verify her My verification code
automatic Housing Executive (she needs this
information on her tenancy in one easy
email from us, account. for step 6). She
place.
confirming clicks the log-in
She wants to contact the Housing that we have link and enters
Executive at a time that suits her. received her TOP T
With just a few clicks, It can take up IP! her username
registration to 24 hours and password.
you to receiv for
she can form.
email from us
e the verific
ation
register for , so don’t pa
if you haven’ nic
t been sent
My Housing straight away one
. Yo
Executive, and check your ‘J u should also
unk Mail’ fo
get access to everything to see if it is lder
in there.
she needs.
TURN OVER TO
FIND OUT WHAT
YOU CAN DO ON
6 7
OUR NEW TENANT
PORTAL.
Once she is logged Laura’s
TOP TIP !
in to the portal, she
is asked to read My Housing
Before you s
copy of your
tart, have a and accept the
Executive a
rent stateme
nt
Privacy Policy and
the Cookie Notice. ccount
handy. It wil
l have your is now up a
Tenancy Nu
She then pastes
nd
Get in touch mbe the verification
and will help r on it code into the
running!
with the next screen.
registration
If you’re having trouble registering with My Housing Executive, process.
please call our dedicated Tenant Portal Help Line on Your Tenanc
y Number
03448 920 910 to chat to a member of our staff. begins with
the
number 8.
22 STREETS AHEAD 2020 STREETS AHEAD 2020 23Keep your
world moving,
register for
M
y Housing Executive allows you
to access information about
your tenancy and to contact us
securely 24 hours a day.
When you register and sign up to the
new tenant portal you will able to:
• Check your rent balance and
account statements
• Make a payment
• Order a new payment card
• Request services like a transfer,
3 ways to care
an adaptation to your property, or
a self-help repair
• Update your contact and personal
details
for your dog
• Request and track a repair
• Contact our staff through direct
web messages
You can do all of this on any of your
devices that connect to the internet
during the
when you’re on the go or from the
comfort of your home.
Register now
coronavirus
Visit our website www.nihe.gov.uk
and click on the ‘Register’ icon on the
top right hand corner of the home
page to get started.
outbreak
We’re always adding new services so
keep checking back to see what else
you can do.
Gus and his beagle Oonagh take a moment to enjoy
the stunning views of Belfast Lough during their
walk along the North Down Coastal Path.
O
ur North Down & Ards 1. Go walkies 2. Watch their weight During this uncertain time, it’s nice to
Good Relations Officer, Gus Exercise is a great way to relieve Being at home more means you’re more have a constant loveable companion,
Moore, shares three ways stress, provide mental stimulation, likely to give them treats and leftovers. so try to relax and enjoy the company of
that you can help the furry and improve your canine companion’s Try to not give in to those puppy dog your furry family member.
member of your family physical health. If you’re worried about eyes too often, as this can cause your pet
cope with any changes you’ve made social distancing, try to go at a quiet to become overweight. Do you live in a flat or a maisonette?
to your lifestyle and daily routine
following the coronavirus outbreak.
time during the day and keep your dog
on a lead so it doesn’t run into people. 3. Give them space
Dogs make great pets but they can
become a source of tension with your
If you’re thinking of
Many of us are working from home You may find that your dog loves that neighbours due to the potential noise getting a dog
so why not fit in some playtime in the you’re with them more but it’s also and mess. This is why if you’re living
garden or inside during your lunch important that they are able to be on in a flat or maisonette, you should get Make sure you chat to your Patch
break? It’s a brilliant way for you to their own as well. To help them do this, written permission from your Area Manager first by ringing 03448 920 900.
bond with your dog and prevent bad create a safe space in your home for Manager to keep a pet.
behaviour. them to go to that is quiet and cosy.
24 STREETS AHEAD 2020 STREETS AHEAD 2020 25Get online Mark gave us a socially distanced demonstration of
what he had learned through the ONSIDE project.
with
ONSIDE
W
e called to Mark Like all ONSIDE participants, Mark
Gamble’s home - one of got to keep his tablet after the training
our tenants in the New programme was finished. He has
Buildings area of Derry- continued to receive support so he can
Londonderry. Mark has stay connected with family and friends.
been taking part in the ONSIDE project Mark, who lives with his fiancé Orla
to improve his digital skills, and help and pet dog Bailey, has really enjoyed
him stay connected with his multiple being part of the project and encourages
sclerosis (MS) support group. anyone with a disability to give it a go.
As a participant in the ONSIDE
project, Mark was given an android
tablet, preloaded with the software he
needed, and a guide on how to get set
up. He attended weekly digital training
sessions over eight weeks. The training
sessions showed him how to use video
call apps, such as WhatsApp, to connect
with his MS support group, family, and
friends. The training sessions teach
participants how to use the Internet and ONSIDE is led by Disability Action
stay safe online. NI in partnership with the Housing
The digital training has really helped Executive, the Independent Living
Mark. Like a lot of people, he had to Movement in Ireland and Supporting
shield due to the risk of coronavirus. This Communities. It is funded by the
meant he had to stay indoors, changing European Union’s INTERREG VA
the way he socialised. Programme, a programme managed by
“I’m part of a MS support group and the Special EU Programmes Body.
we would have regularly met up to have
a chat,” Mark told us, “So we decided to
move our meetings online so we could
still be there and give each other a lift
during this crazy time.”
Would If so ring 028 9029 7880 / What is ONSIDE?
you like to
00353 1873 0455 or email ONSIDE stands for Outreach, Navigation, Social Inclusion and
info@onsideproject.org Digital Engagement.
take part in You can also be referred to
the project by your
ONSIDE is a cross border, pan-disability project which aims to
reduce the social isolation often experienced by disabled people
ONSIDE? Patch Manager. living in Northern Ireland and the border regions.
A project supported by the European Union’s INTERREG VA Programme, managed by the Special EU Programmes Body (SEUPB).
26 STREETS AHEAD 2020 STREETS AHEAD 2020 27MILE
FIND YOUR
STOPCOCK From the 3rd to 14th August we
CONTACT US
The stopcock is
used for turning
showcased the importance of social
and affordable housing in rural
STONES
the cold water off
and on. When you
AVOIDING turn
FROZEN PIPES
the stopcock IF A PIPE FREEZES
Report your repair online at IF A PIPE BURSTS
areas through our #RuralHomesNI
n Keep yourclockwise
home as warmthe as possible, www.nihe.gov.uk
n Turn the water off at the n Turn off the water at the stopcock
water supply will stop. Stopcocks aresetting
even when you are out, by
heating to come on for short periods
the stopcock
n Protect everything around the
n Turn on all the cold taps and collect
water in the bath or sink to use for
social media campaign. Flip back
usually found in your kitchen, below to the roof
to page 16 to find out how we are
flushing the toilet later
n If you can, lift the trap doorthe pipe that appears to be frozen
sink unit. Howeverspace
in some
slightlyhouses theair to
to allow warm to avoid damage if it bursts n Block the escaping water with towels
FROM OUR helping villages like Kesh thrive.
stopcock is found incirculate
a front or back hall. n Open the tap nearest to the part n If the water has come into contact
Open the doors to the sink unit to allow of the pipe you think is frozen with electrics the electricity should
IT IS IMPORTANTnYOU KNOW WHERE THE Ring
so the water can flowour 24 hour repair line
through be turned off at the mains if it is safe
air to circulate around the pipes
STOPCOCK IS.
n Allow warm air to circulate around the 03448 920 901
when it has thawed to do so
YEAR
house by opening doors to all rooms n Thaw the ice in the pipe with n If water has come into contact with
for bottle
a hot water furtheror hairdryer
advice or in an emergency the Mains Box, do not attempt to
DON’T FREEZE UP!
n If you are away from home, ensure the
heating comes on for regular intervals
(taking care to keep it well away
from any water), beginning
touch it and do not use any electrical
equipment in the house
During spells of severe cold
and ask check regularly for
it is topossible
someone from the tap end and working
frozen pipes n Turn off your gas or oil heating
for water pipes in your home to freeze. This back towards the cold water
systems
tank
may lead to a burst pipe when the thaw n If you have a solid fuel room heater or
n Never use a heat gun or
sets in. This can damage your home and an open fire, let it go out
blow torch
belongings. With these simple LD precautions I HAVE Text
n If you have a solid fuel room
WHAT SHOU I DO IF
you can reduce the risk,
NO WATER?
fails, there may be a
or deal with burst If your water supplyhome,
66644
heater, or an open fire with a
back boiler, you should let your
CHECK ON NEIGHBOURS
IF YOU CAN
or a leak in the starting
fire go out your message with the word ‘REPAIR’
Remember, everyone in your locality will be
burst pipe in your
2020 has been a year like
pipes. mains system outside your
home. If there is
water at the kitchen cold
tap then the mains
think it is a mains
and
n If you remembering
have oil, gas or woodto include your address
pellet boilers you should reduce
feeling the effects
of bad weather, and some
people may be anxious or feel isolated.
Try to stay in contact with your neighbours
Over the past year
supply is working. If you
no other but despite the
your water usage, but you can
03457 440 088 or and help out if you can.
problem, call NI Water on continue to run your heating at
.com
email: waterline@niwater a low setting
challenges; we still had a OTHER USEFUL NUMBERS our staff have raised over
£110,000
lot to celebrate. Northern Ireland Water
Waterline...................................0345 744 0088
We celebrated Puppy Pride at Muddy
In January, we shared our ‘Top Tips for Winter’ on Leakline.....................................0800 028 2011
Paws, a dog grooming social enterprise
our social media channels.Northern
Turn to page 39 to find
Ireland Electricity .....03457 643 643
run by MACs, during the summer.
Northern Ireland Gas
out the steps you can takeEmergency
to avoid a pipe freezing
Service .....................08 00 002 001
Turn back to page 24 to find out three for charities across
in your home. ways you can care for your dog during Northern Ireland.
the coronavirus outbreak.
W
On International Women’s Day in e launched our new
March, we celebrated women like Community Safety Strategy
Deirdre Crawford, our Community in October. Turn over to
Cohesion Manager, who works page 30 to find out how Mid
with us to help communities across & East Antrim Agewell Partnership have
Northern Ireland. Flick back to been using our funding to help older
Our Grounds Maintenance Team page 20 to find out more about people feel safe, and live independently
worked with pupils from St Peter’s the fantastic work being done by in their home.
Primary School in West Belfast to Shankill Women’s Centre.
spruce up a piece of communal land
on the Falls Road in February. In autumn, we launched our NI Energy Advice
Line. You can speak to our staff to find out how
to reduce your carbon footprint, and to save
money on your energy bills by calling us on
0800 111 4455.
W T
e unveiled
our new he 9th to 13th November was Talk
tenant Money Week. If you would like to
portal, My talk to someone about making your
Housing Executive, in money go further or would like a
May. Flip back to page benefit check flick over to page 34 to find
22 to find out how to out how our Financial Inclusion Managers
register today. can support you.
Following the coronavirus outbreak,
we opened a COVID-19 Fund in April,
to support community groups who
were helping vulnerable people living In July, we launched our Social
in their neighbourhood. Go to page Enterprise Plus Programme. To find out
10 to see how Ballycastle Community what support we can offer your social
Development Group used our funding enterprise email socialinvestments@
to reduce social isolation during the nihe.gov.uk
pandemic.
28 STREETS AHEAD 2020 STREETS AHEAD 2020 29Staying young at heart
Jenny Dougan from MEAAP and Reverend Ian Magowan
have been encouraging older people who live in the
Mid & East Antrim Borough Council area to use the
charity’s Community Navigator service.
with Mid &
East Antrim
Agewell
Partnership
I
n September, we caught up with Schemes, and Home Safety Checks.
Jenny Dougan, from Mid & East As the coronavirus outbreak continues
Antrim Agewell Partnership to evolve, Jenny encourages anyone
(MEAAP), and service user, living in the Mid & East Antrim Borough
Reverend Ian Magowan, at the Council area to contact MEAAP:
People’s Park in Ballymena to find “The Community Navigator service is
out how MEAAP have been supporting basically like the Yellow Pages for older
older people over the past year. people. We can help you stay connected
to your community, improve your
MEAAP is a charity that provides advice wellbeing, and make new friends. Give
and assistance to older people living in us a call on 028 2565 8604 and find out
the Mid & East Antrim Borough Council how we can support you!”
area. On our socially distanced walk
round the People’s Park, Jenny told us
that older people needed the charity
more than ever this year, as many of
them had to self-isolate, and were
worried about doing everyday things we
all take for granted.
During lockdown, they extended
their opening hours so they could “MEAAP made
respond to the huge volume of calls,
with staff busy arranging prescription
everything so easy
pick-ups, dog walking, and even just and were a great help. As part of our Community Good Morning West Belfast Good Morning Down
checking in with older people to
I would encourage any Safety programme, we 028 9024 5943 028 4461 3434
find out how they were coping. This
give funding to groups Good Morning North Belfast Mid & East Antrim Agewell Partnership
phenomenal work was on top of their
Community Navigator service funded
older person to give that support older people 028 9071 9200 028 2565 8604
by Northern Health & Social Care Trust them a call.” across Northern Ireland. Good Morning South & East Belfast Mid Ulster Agewell Partnership
and delivered in partnership with Age 028 9087 2277 028 7963 2170
Rev. Ian Magowan Make the call and find out how they can
NI, where they signpost older people to
help you.
organisations that provide services such
as Community Transport, Befriending
30 STREETS AHEAD 2020 STREETS AHEAD 2020 31Creating
Dementia
Friendly
Homes Making your
W
e sat down with the needs of each individual, they can
life easier
Andrea Curran, our stay independent, active, and safe.”
Dementia Champion We are able to support tenants in a
in Downpatrick, to number of ways, such as adapting their We can make adaptations to your
chat about how we’re home, providing a ‘Dementia Friendly home, without a referral from an
helping tenants living with dementia Pack’ full of items that can make doing Occupational Therapist, to help you
to stay safe in their home, and remain everyday tasks easier, and can refer continue to live independently.
independent. them to partner agencies that provide We can also give you a ‘Dementia
specialist support. We can also add an Friendly Pack’ which includes items
In 2018, Andrea and her colleague alert to our customer records, with the such as:
Paula Keenan, developed a ‘Dementia tenant’s permission, so that when we • A specially designed landline
Andrea Curran is one of many of our
Friendly Homes’ pilot in our South Down get in touch, we do so in a way that telephone with large number
specially trained Dementia Champions.
area. Since then, we have trained over meets their needs, and suits them and keys and picture buttons
40 members of staff across Northern their family. • A 2-in-1 calendar clock that
Ireland as Dementia displays the month, day, date
Champions, providing and time prominently
bespoke support to • A dry-wipe reminder board and
our tenants, and their pen
families, who are living
with dementia.
Would you • Colour contrasting key fobs
with labels
“People who have like help? • Alzheimer’s Society documents
been diagnosed with and guides
dementia often worry To contact one of our Dementia
Our staff can offer you advice • An easy to read bookmark that
about managing their and provide you with a free Champions send us a message
has all our contact details on it
home and we want to ‘Dementia Friendly Pack’. on our tenant portal, My Housing
If you would like a pack or to have
let them know that we Executive, or ring our General
your home adapted please speak to
are here to help,” Andrea explains, Enquiries Line 03448 920 900.
one of our Dementia Champions.
“By making simple changes, based on
32 STREETS AHEAD 2020 STREETS AHEAD 2020 33Would you
like a Financial
MOT?
O
ur Financial Inclusion They will talk you through your
Managers are here to situation, and guide you through the
check you’re getting simple steps you can take so you feel
all the benefits you’re more confident in managing your
entitled to, and to help money. Why not take your foot off
make your money go further. the pedal for a few minutes and book
yourself in for a financial tune up?
Every year millions of us take our If you would like to speak to Sinead, Michael takes care of our North region,
cars to get an MOT check to make Michael, or Niamh contact your Patch covering counties Antrim and Derry-Londonderry
sure that it’s safe to drive, and to find Manager and ask to be referred to a and the Strabane area.
out if anything needs fixed. It’s also Financial Inclusion Manager.
important to do a Financial MOT so
you can reduce the amount you’re
spending on your bills, to see if you
can increase your income, or start a
savings pot for a rainy day.
Our Financial Inclusion Managers,
Sinead, Michael and Niamh, are
there to:
• Perform benefit checks to make sure
you’re getting everything you’re
Niamh looks after our South region, entitled to
encompassing counties Armagh, Down, • Help you create a budget
Fermanagh and Tyrone.
• Provide impartial advice so you can
reduce your debt, resolve any
benefits issues, and help you make
the most out of your income
Take your financial wellbeing up a gear
Our Financial Inclusion Managers can check to see if you’re getting all the benefits you’re entitled to. Here’s a snapshot of how
they’ve helped tenants become better off every month.
I was struggling financially but didn’t think I could I had to give up my job to care for my disabled child
claim any benefits because I was a single tenant. and didn’t think I’d be entitled to any benefits as my
I got great advice so I now know how to claim the husband works full time. After doing a benefit check
right benefits and have found myself £603 a month I found out I’m able to claim £800 a month in
better off. Universal Credit.
Sinead covers the greater Belfast region,
including Lisburn and Castlereagh.
34 STREETS AHEAD 2020 STREETS AHEAD 2020 35What to expect when Applying
we need to visit for a
your home transfer
I I
f you have a maintenance issue or a What happens if a gas f your home no longer meets Your Patch Manager will need to
repair that needs fixed, our staff or safety check is due in your needs, and you are thinking know if the property you are currently
contractors may need to visit your my home? about moving, it is important living in has been kept in good
home. We are required to to speak to your Patch Manager. condition so there may be instances
carry out a service and They will discuss your housing where we have to visit your home. To
To keep you safe, they will take the safety check each year options such as getting your home protect you and our staff, we want to
following steps, in line with advice from of all gas appliances adapted, exchanging properties ensure that visits to your home are
the Health and Safety Executive, while we have installed in with another tenant using our kept to a minimum, so we will explore
the work is being done. your home. This is a HomeSwapper service, and applying other options first.
legal obligation that for a transfer.
Before we visit your home must be completed by Viewing your potential new home
We will contact you to: all landlords in the UK. If you decide to apply for a transfer, If you receive an offer of
• Arrange a suitable time and date for These checks help keep your Patch Manager will carry out an accommodation, you will be asked to
the work to be carried out you safe, and ensure assessment to determine if you meet view the property so you can decide
• Check that no one in your home that the gas appliances the criteria to access the transfer list. if you would like to live there. We will
is self-isolating or has coronavirus are working efficiently. Due to the coronavirus outbreak, contact you to arrange a viewing, and
symptoms Your safety is our top we have adapted our usual transfer explain the steps we will be taking
priority; this is why our process so we can keep you and our to keep you safe while the viewing is
When carrying out the work contractor’s Gas Safe staff safe. taking place.
Our staff and contractors will: Engineers will also take
• Sanitise their hands the steps mentioned Carrying out a Housing Needs Accepting an offer
• Wear suitable Personal Protective earlier when carrying Transfer Assessment If you accept an offer of
Equipment (PPE) out the work. If you meet the criteria for a accommodation, we will be in touch
• Ensure they stay at least 2 metres If you are due to transfer, your Patch Manager will with you to agree your tenancy start
apart from everyone in your home have a gas safety check assess your housing needs, and award date and arrange a sign up. This will be
Before they leave your home, they in your home, our you points based on the conditions done in line with Public Health Agency
will sanitise the area they have been contractor will send set out in the guidelines.
working at. you an appointment Housing Selection
letter. If this does not Scheme. You will
Help us help you suit, we ask that you then be placed on
You should take the following steps to contact the contractor the waiting list,
protect yourself whenever our staff or using the telephone and be entitled to
contractors visit your home: number on the letter three reasonable
• Open your front door and stand well to make alternative offers of
back arrangements. accommodation.
• Ensure everyone in your home stays If you are self-
at least 2 metres away from the area isolating, or would
being worked at like more information
• Open the window, if possible, in the on how we can help
room the staff member or contractor you stay safe when we
will be in visit your home, call
By taking these steps, we can all stay our 24 hour Repair
safe during the coronavirus outbreak. Line on 03448 920 901.
36 STREETS AHEAD 2020 STREETS AHEAD 2020 37Staying WATER
safe in
your
Legionnaires’ disease, a severe
form of pneumonia, can be caused
by inhaling small droplets of water Cleaning your shower head regularly
containing the Legionella bacteria. reduces limescale build up.
To make sure your water is safe in your Water circulating – Turn on If you believe any part of your water
home you should keep: infrequently used taps and showers system has been damaged ring our
Hot water hot – Hot water should be weekly and run the water for five 24 hour Repair Line.
home
stored at 60oC. This is set for you by our minutes to prevent the build-up of You can get further advice on
contractors during your annual heating bacteria. Legionnaire’s disease by emailing
service so make sure you don’t change Outlets clean – The bacteria feeds on waterhygienemanagement
the temperature. limescale on taps and shower heads. @nihe.gov.uk
Cold water cold – The bacteria doesn’t Cleaning these regularly will prevent
grow in water below 20oC. limescale build up.
You can take some simple steps to help everyone in your home Find your
stay safe, and prevent your belongings from being damaged.
stopcock
To prevent a fire occurring in your home,
If you have a leak in your
home, you may need to cut off
ICE
FIRE
follow these tips:
your water supply. This can be
1. Check your smoke detector regularly
done easily by turning off your
2. Don’t leave candles unattended
stopcock or stop valve.
3. Switch off and unplug any
Your stopcock is usually in
appliances not in use
the cupboard below your kitchen
4. Don’t dry clothes on electric heaters
sink but it may also be in an airing short periods reduces the
or leave them on when you’re out Setting your heating to come on for
cupboard or under the floor e.
5. Make sure you don’t leave cookers or chances of a pipe freezing in your hom
boards by
chip pans unattended
your front
door. You can stop the pipes in your home from freezing by:
To cut off 1. Setting your heating to come on for short periods during the day
your water 2. Allowing warm air to circulate by opening doors in your home
supply you 3. Setting your thermostat to 12-15oC for when you’re out of your home
need to turn 4. Opening the doors to the sink unit to let air circulate around the pipes
it clockwise. 5. Lifting the trap door to the roof space slightly to allow warm air to circulate
Reporting an An EMERGENCY REPAIR is where there is an
IMMEDIATE RISK TO LIFE OR PROPERTY such as:
Emergency
• Unsafe gas supplies or installation • Burst water pipes
• No electrical supply or unsafe electrics • Faulty smoke alarms
Switching off and unplugging • Your home not being secure
appliances that you’re not using is
a simple way you can prevent a fire
occurring in your home. Repair You can report an Emergency Repair by ringing our
24 hour Repair Line on 03448 920 901.
38 STREETS AHEAD 2020 STREETS AHEAD 2020 39Get a move
on with
HomeSwapper
A
re you looking to downsize, With HomeSwapper you can swap of your current home, as well as a few
move to a bigger property, with another Housing Executive tenant lines on what you’re looking for in a new
or live in a different area? in Northern Ireland or a housing home and where you would like to live.
You should register for association tenant who lives in any By doing this, potential swappers can
HomeSwapper, an online part of the UK. After you register your see what your current property looks like
Mutual Exchange service for social account on the HomeSwapper website and find out if their home meets your
housing tenants, and find a home that or app, a member of our housing team needs. You can also search for homes
meets your needs. will confirm if you are entitled to swap. and send messages to other tenants
Your Patch Manager can also offer advice to see if they would be interested in
on things to consider when looking for a swapping.
new home. Over 500,000 people are on
If you have a secure tenancy with HomeSwapper so join now and find your
us, you’ll be able to post an advert on new home!
HomeSwapper. This should have photos
Despite the coronavirus outbreak, Philip and Diane have been
busy enjoying city life since they moved into their flat in February.
Moving just From the “We lived in Whitehead for 22 years but
decided to downsize when our daughter
more manageable garden in east Belfast
within 6 weeks.
round the coast to the city moved out. We really love it here and are
HomeSwapper was so easy and delighted our old house can now be
corner Diane’s & Philip’s story straightforward to use. We were able used by someone else to bring up their
to swap to a ground floor flat with a family.”
Leanne’s story
“In January I decided that I wanted to
move out of my flat in Killyleagh into
a house as I wanted more space for
myself and my cat Eddie. Make a house Get
hunting checklist swapping
HomeSwapper was great as you
could view photos of other people’s
properties and get a feel for what it
would be like to live there. I also wanted
a house with oil central heating so I was
able to ask the previous tenant if their When doing a search on • What outdoor space you would like
now
To register for HomeSwapper
home had this and how much it costs to HomeSwapper have a think about: to have
download the app from the Google
heat it. • How many bedrooms you need • The area you want to live in Play Store or the Apple App Store.
Being able to choose the area I • The type of property you want to This will make it much easier for you You can also create an account on
Leanne has been busy turning her new house into a home
wanted to live in was brilliant as I could live in to decide if you want to swap homes. www.homeswapper.co.uk
but she took time out for a cuppa when we came to visit her. pick an estate that was still just round
the corner from my mum and dad.”
40 STREETS AHEAD 2020 STREETS AHEAD 2020 41You can also read
