Tlc Summer 2022 - Norwich City Council
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tlc
Tenants’ and leaseholders’
Summer 2022
community magazine
Meet the community Your voice matters Budgeting support
connectors Page 5 Page 9 Page 10
Contents page
Introduction from Councillor Gail Harris 3
We stand with Ukraine 4
Election results
Community connectors 5
A new chapter for property services 6-7
Summer in the city 8
Your voice matters 9
Help with energy bills 10
Change at your finger tips 11
Information for leaseholders
What would you like to read in TLC?
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and the housing services you’re at the heart of.
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www.norwich.gov.uk/Intran or call 0344 980 3333.
Follow us @NorwichCC Norwich City Council
Introduction from
Councillor Gail Harris
Welcome to the summer edition of tlc magazine
Deputy leader and cabinet member for social housing
I’d like to begin with a thank change in approach is going service to meet changing needs
you to residents and colleagues and what it looks like now and expectations, so please do
across the council for the way on pages six and seven. take part if you are contacted.
you have come together to More on tenant voices can be
support the efforts to welcome I’m sure we’re all looking found on page nine.
people fleeing the crisis in forward to spending more
Ukraine. You can find out more time outdoors over the Financial pressures are at the
on page four, alongside an summer months, here’s hoping forefront of most people’s mind
update on the local elections the weather is kind! We have as we all try to adjust to rising
held recently in the city. condensed some top tips living costs. There is no shame
for making the most of the in asking for help and advice
The past two years have months ahead, whether that’s if you are struggling. We have
demonstrated the role the in the garden or at one of collated information about
local community plays in all our glorious parks. All the some of the best free support
of our lives. Looking out for details are on page eight. services on page 10.
our neighbours is something
we can build on as we move I was so pleased to see people Finally, I am pleased to say that
out of the pandemic, and I enjoying jubilee celebrations it is now easier than ever to
am really impressed with the around the city. As always, we’d make suggestions for estate
impact Community Connectors, love to hear from you about improvements, an area close
introduced on page five, are anything that went well in to my heart. As residents, we
having across the city. your neighbourhoods. On the know our neighbourhoods best,
topic of hearing from you, so who better to flag where
As you know, we’ve recently we have also recommissioned things can be made better?
made changes to the way we a quarterly survey to gain Find out more about this on
manage our properties and feedback on how the housing page 11.
their maintenance. You can service is performing. We are
find out more about how this committed to improving our Have a lovely summer.
TLC magazine • Summer 2022• 3
We stand with Ukraine
The city council is working with offering a range of help, guest from Ukraine, you do
colleagues and communities including donating money, not need specific permission
to welcome people to Norwich provisions and services, but are welcome to discuss
who are fleeing the conflict providing accommodation and it with a housing officer.
in Ukraine. helping refugees arrive and
settle in, has been remarkable. To find out more about
The spirit and generosity that how you can donate, other
individuals, organisations, If you have a secure tenancy action you can take or for
community groups and and would like to apply to host advice and support, visit
businesses have shown by (also known as ‘sponsoring’) a www.norwich.gov.uk/Ukraine
Election results
Catton Grove
Thanks to everyone that voted
in our local election in May.
Overall turnout across the Visit www.norwich.gov.uk/
city was 36.4% (this includes elections to view the results
person and postal votes). in more detail.
Mile Cross
Following the election, Sewell Crome
Labour remains the party
in power at Norwich City Wensum
Bowthorpe
Council, having the majority
Mancroft
of the council’s 39 seats.
Nelson
The only political change Thorpe Hamlet
was in Sewell ward where University
the Green Party gained a seat
Town Close
from Labour. This means the
overall political composition Lakenham
of Norwich City Council Eaton
after the vote is Labour (25
councillors), Green Party (11)
and Liberal Democrats (3).
4 • TLC magazine • Summer 2022
Meet the community connectors
A friendly team of Community Community Hub on Castle
Connectors from social Meadow. You may have
enterprise, The Shoebox, even had a chat with the
is having conversations Connectors already!
with local residents in
neighbourhoods across Feedback from the
Norwich to discover what conversations is shared
matters to them, what with the community, local
they are passionate about forums and colleagues.
and what they would like to
do with others to help them Connectors Saskia and
flourish in community life. Chloe have been out in
the Heathgate, Mousehold
The conversations take place and Cowgate areas meeting
in a range of settings such as and talking to local people
cafes, outside local schools, and finding out what is
community events, door going on in the community.
knocking and at The Shoebox For both of them, it has
changed the way they see how Saskia planting daffodils in the
communities are connected Mousehold area
through many different groups
and personal associations, The two connectors have been
weaving a complex web attending local community
across Norwich. events, supporting gardening
workshops and sessions at
community centres. They have
“...it has also visited businesses and
allotments to understand what
transformed people are interested in and
how they can get more involved.
the way I see
Chloe continues: “As well as
where I live” plugging into what is already
happening, there have been
opportunities to connect with
Chloe commented, members of the public who
“There are so many are more isolated and not
hidden connections within aware of the different groups
Norwich and the different in their local area. It has been
things people are involved encouraging to follow the
in – it has transformed journey of residents who
the way I see where I live. previously were not involved
There is so much going in their communities and now
on and a real sense of feel more integrated because
community. There has of the work of the connectors.”
been a lot of richness
that has been discovered If you’d like to find out
in the areas we have more or get involved, visit
Making connections at community events been working in.” www.theshoebox.org.uk
TLC magazine • Summer 2022 • 5
Increasing the energy efficiency of the housing stock in the city is key priority in the council’s environmental strateg
A new chapter for property services
With 14,500 properties, we have more council housing
than any district authority; something we’re incredibly
proud of.
In April this year, the way • C
ommercial and • Establishing new procedures
we manage our properties, investment property to ensure compliance
including housing, operational, • Strategic asset management with emerging building
community, cultural and safety legislation and
commercial buildings, was • Housing
development – providing assurance around
brought back under direct planning for future compliance monitoring.
council control so that we housing need
• Developing an investment
can more closely manage • B
uilding surveying strategy – to identify both
the needs of the properties and asset reviews existing housing stock in
we are responsible for. need of upgrading and
What are the priorities? housing areas that need
What are property regenerating, in order to
• R
eviewing all our housing
services responsible meet the current and future
properties to ensure we have
for? needs of tenants.
a full understanding of their
condition. • Introducing a new process
• D
ay to day repairs and to inform decisions on
maintenance – including • P lanning a programme of
the retention, disposal or
kitchen and bathroom improvements to existing
redevelopment of existing
upgrades stock to make sure our
homes and housing areas.
homes meet the needs
• C
ompliance – making of residents. • Making sure we have a
sure properties meet legal pipeline of sites which can
health and safety standards • R
olling out a retrofitting
facilitate delivery of new
program to improve the
• B
uilding maintenance housing provision to meet
environmental performance
contracts the needs of the city.
of our stock.
All hands on deck
To help us catch up
with any outstanding
repairs, we are also
working with local
contractors Fosters
and Breyer who may
be in touch with you
directly if you are
waiting for a repair.
6 • TLC magazine • Summer 2022
gy.
Resettling Afghan families in Norwich
l o fr o m N C S L
Hel
Hi ! I’m Hannah Leys, managing director
of Norwich City Services Ltd (NCSL),
the council owned company responsible
for carrying out repairs and maintenance Hannah Leys,
in council homes since April 2022. Managing Director
Can you tell us a and cleaning services. and explore ways of
bit about yourself? improving our service so
In building repairs and
please do keep in touch.
I joined NCSL in January 2021 maintenance we have a
and have 20 years of experience variety of trade roles including What can I expect
in the public and private sector. electricians, plumbers, from NCSL when
plasterers, roofers, painters, you visit my home?
I am passionate about making and multi-trade operatives
a positive difference and with teams working across When we visit your home,
implementing change both repairs and empty properties. our teams will be in NCSL
internally for the company uniform and carry ID
and externally for customers. cards. You can expect our
What are NCSL’s
A work-life balance is important employees to be courteous,
priorities? polite and professional.
for everyone, and I try and
spend as much time with my One of our most significant
We also work with
young family as I can – cycling priorities is to deliver quality
subcontractors for some
is our latest family activity services efficiently and
elements of our work, and
which we are all enjoying. effectively that deliver a
they may contact you to
positive customer experience.
arrange a visit. If you ever
What does NCSL’s For this coming year, the want to verify a contractor, you
workforce look like? mobilisation of the building can call us on 01603 987770.
We locally employ over maintenance service is key for us.
300 people with plans of Our vision is to provide a
continuous growth, aligned service which will complete
with high aspirations of repairs on our first visit,
excellent service delivery. providing a positive experience
Environmental roles include of the services provided.
grounds maintenance, tree We are grateful for any
maintenance, cleansing services, feedback as this allows
graffiti and fly tipping removal us to recognise great work
TLC magazine • Summer 2022 • 7
Summer in the city
As we enter the summer months
thoughts move to making the
most of the great outdoors.
Green fingers Whether it’s skateboarding Refresh yourself with general
at Marlpit Lane, tennis at food safety advice – keep raw
It’s the time of year we all
Lakenham Rec or pitch and and cooked meats separate and
notice what we love, and
putt on Mousehold Heath, keep uncooked meat, fish and
perhaps don’t love, about
there’s no excuse to be vegetables separate from each
our gardens – if we’re lucky
bored this summer! other when preparing. More
enough to have one.
food safety advice is available
Pop your postcode in at www.norwich.gov.uk/
If your garden needs some love,
MyNorwich on the FoodSafetyTips
there are a number of tools and
council’s website to see
safety equipment available to
the parks nearest to you.
borrow through our community
Tell your neighbours –
sharing platform, Lumi.
Buckets, kneeling pads, Planning a barbecue? they may want to
get any washing in!
spades, shears and much If you haven’t used your
more are ready and waiting at barbecue since last year, make If you’re having a
locations around the city. Visit sure it’s still in good working gathering, it’s always
lumi.org.uk to find out more. order before you use it this year. polite to let your
neighbours know and
Pick a park Make sure the barbecue is please be considerate
placed outside on a flat site about noise.
There are enough parks and
away from buildings, trees
open spaces in Norwich to keep
or shrubs.
you going all summer long.
8 • TLC magazine • Summer 2022
Your voice matters
We are always keen to hear what you are doing in your
neighbourhoods and how you feel about the housing service.
Share your royal Say thank you to In 2022 there will be two ARCH
celebrations a community hero Community Champion Awards,
In early June, communities one of which will be specifically
Do you know someone who for someone aged under 25.
around the country were
is making a difference in your Nominees don’t have to be part of
busy marking the Queen’s
community? Why not nominate a formal panel, group, committee
Platinum Jubilee. How
them for a national ARCH or forum to be successful. They
fantastic is the below
Community Champion Award could be a tenant, a member of a
regal post box topper
to recognise their dedication, tenant’s household, a community
created by local resident
and inspires others? group or anyone contributing
Emma Bettis, spotted on
Larkman Lane? to an area with social housing.
ARCH is the Association of
Retained Council Housing. As well as celebrating the
We’d love to share more
To request an entry form contributions of nominees,
community stories in
please email rose.buckle@ this award helps motivate
issues of tlc. Please share
housemark.co.uk The deadline others to get involved in
any photos and details
for entries is Friday 12 August. helping their community.
about your celebrations by
The announcement of this
emailing communications@
year’s winners and the
norwich.gov.uk
presentations, will take place
during the conference on Help us improve
Thursday 15 September. It is important that the
council understands
how you feel about
the housing service. We
conduct an independent
company, Viewpoint, to
commission a quarterly
satisfaction survey.
If you get a phone
call from Viewpoint,
please do answer
their questions – your
feedback helps us make
improvements to the
services we provide.
Thanks to everyone
who has taken part so
far. If you do not wish
to be contacted for this
survey, you can opt out
at www.norwich.gov.
uk/StarSurvey
TLC magazine • Summer 2022 • 9
Help with energy bills
The government announced the £150 payment by the
a rebate to help people with end of June, we will get in
rising energy costs. This means touch with you to arrange
that most households in payment.
Norwich (providing they are
in council tax bands A-D) are If we do not have bank details
eligible for a £150 payment, for you – for example you do
which you won’t have to not pay by Direct Debit – we
pay back. will be writing to you and in
that letter we will explain how
This payment should be paid you can supply them. Please
directly into bank accounts. wait for this letter, because
At the time of writing, it will contain a secure access
we had made these payments key code, so you can give
to more than 30,000 people. your bank details to us in
If we have correct bank details a safe and secure way.
for you (and if you pay council
tax by direct debit, we should We know this payment is
do), you will have likely received important to many people More information can be
this already. If you pay by Direct and are working to get it to found at www.norwich.gov.
Debit and haven’t received you as quickly as possible. uk/EnergyBillsRebate
Budgeting support Other resources you may Anguish’s Educational
find useful: Foundation (part of
If, like many people, you’re
Norwich Charitable Trusts)
struggling to make ends New-U
meet, don’t forget all council Provides grants as a contribution
tenants have access to free, A unique boutique style towards school uniform and
specialist budgeting and shop in central Norwich residential school trips.
money advice. offering quality pre-loved www.NorwichCharitable
clothing and accessories Trusts.org.uk
There’s more than one way for the whole family.
to get in touch: New-U is a registered Turn 2 Us
charity, with three aims
•C
omplete a referral form
at its heart: experience, Check if you are eligible
at www.norwich.gov.uk/
swap, and borrow. for a grant given as money,
BudgetingAndMoney
products or services.
Advice
If you’re a young person www.Turn2Us.org.uk
• Email BudgetingAndMoney seeking smart clothing or call 0808 802 2000
Advice@norwich.gov.uk for an interview, they may
• Call 0344 980 3333 be able to lend you the Entitled To
clothes that you need.
Leading provider of
Level 2, Castle Quarter online benefits calculators.
new-ultd.co.uk www.EntitledTo.co.uk
10 • TLC magazine • Summer 2022Information for
Change at your fingertips leaseholders
• The council’s insurance
provider has changed
It’s now easier than ever Use our new online form to from Ocaso to Avid.
to make suggestions to make your suggestion today: We arrange a buildings
improve the area you live in. www.norwich.gov.uk/ insurance policy that
EstateImprovements covers your property.
Estate improvements The policy does not
can cover anything from include cover for the
While you’re on our website,
introducing new communal contents of your property.
don’t forget to sign up to
washing areas and resurfacing You need to make your
My Account, if you haven’t
car parks, to replacing own arrangements to
already done so. It’s the best
benches and upgrading cover these.
way to do all your council
external lighting.
business – from council tax To make a claim for
and benefits to repairs and damage to your buildings
We’re also open to creative
rent balances – all in one you should contact
ideas such as turning an
place. To access all areas, Avid directly by calling
unused space into a
including tenancy matters, 01204 860427 and
communal garden – just let us
you’ll need your unique quoting policy reference
know how it could help you
person reference, a four 2022CP000279. The
and your neighbours enjoy
digit number found on insurers will support
your homes more or feel safer.
your latest rent statement. you through the process
of making your claim.
• All leaseholders are
also invited to attend
an NLA (Norwich
Leaseholders Association)
Open Meeting, taking
place from 7:30 to 9pm
on Wednesday 20 July
at the Chapelfield
Methodist Church Hall.
The meeting is free
to attend and should
include a guest speaker.
The NLA is an
organisation, run by
volunteers to support
fellow leaseholders
regarding any issues
relating to their properties.
Previous topics covered
include service charges,
insurance issues,
safety testing, door
access controls,
electricity charges
and communications
with the council.
TLC magazine • Summer 2022 • 11!
Contacting Ac
Norwich City Report repairs ha
to w nce
in
online £50
Council *T&
Cs a
!!
pply
To report non-urgent repairs
ONLINE You can report (and for a chance to win £50):
repairs, access council
services and make
• Log in to ‘My Account’
online payments. • S ign up for ‘Housing Online’ to report
www.norwich.gov.uk and book your repair, where you can
also manage other elements of your
tenancy, including your rent account.
Register for ‘My Account’ to
check your rent and council You will need to set up two separate log-ins for both
tax balance. Take a look at My Account and Housing Online if you’ve not logged in
‘My Norwich’ to see what before. After you have signed up, you’ll only need to sign
services are available in into My Account to access Housing Online features.
your area. When signing up for the first time, you will need your
unique person reference, which can be found on your
recent rent notification.
POST Norwich City Council,
City Hall, Norwich NR2 1NH.
le 2 4 / 7 a n d works on
Availab artphones
b le ts a n d s m
Out of hours emergencies: PCs, ta
01603 412180.
Free phone payment hotline:
0800 021 7784 (a 24/7 service).
Money advisers:
0344 980 3333 or email
budgetingandmoneyadvice@
norwich.gov.uk Loss of gas or electricity?
If you have lost your gas or electricity supply you should
Text relay users only: contact your energy supplier directly in the first instance.
18001 01344 980 3333
(9am to 4pm, Monday
to Friday). Need space for your car?
Leaseholders: Are you confident that you can secure a parking space every
time you drive to work? Would you like secure off-street
For help and advice on your
parking at home? Why not rent a garage or parking bay
rights and responsibilities,
from Norwich City Council? Garages are located throughout
contact the home ownership
the city and available to rent whether you live within the
team on 0344 980 3333 city boundary or not.
or at homeownership@
norwich.gov.uk For more information, go to www.norwich.gov.uk/garagesYou can also read
