northstar welcomes0800repair · we did followingasigniﬁcant rise in feedbackfor our emergency out...

Summer Edition2020

NORTH STARWELCOMES 0800 REPAIRRead more on page 4

THORNABY COMMUNITY HUB – PRIMELOCATION FOR COMMUNITY SUPPORTPage 7

17114.01 North Star Magazine v8.indd 117114.01 North Star Magazine v8.indd 1 28/08/2020 16:0428/08/2020 16:04

2

CONTENTS

3

4-5

6-11

12-13

14-15

16-19

WELCOME GET INVOLVED

NEW FOR YOU MONEY MATTERS

NEWS OUR SERVICES

Welcome from ChiefExecutive, Angela Lockwood

Have your say and tell uswhat you think

What’s new at North Star?What’s new at North Star? Useful tips on how tomanage your money

All the latest news fromNorth Star and our partners

Up-to-date info on theservices available to you

Resource Reg. No. 2110


3

WELCOMECreating homes,building futures

Hello and welcome to this edition of ournewsletter. It covers a lot of information andupdates which I hope you find helpful. You donot need me to say just how challenging theyear has been for everyone so far, and as a resultour services have suffered some disruption.

We have though, managed to keep this toan absolute minimum and throughout theCOVID-19 crisis we have delivered essentialservices. We have been very mindful to ensurethat the health and safety of everyone ismanaged effectively. We have introduced anddeveloped further our technology, enablingmore efficient processes, such as virtual toursof properties, online engagement with tenantsand a webchat facility to name but a few.

We have also been working very hard toconnect with tenants at a personal levelwhere needed through telephone calls,providing shopping and prescription collectionand advising on welfare benefits. We haveengaged with communities and charitiesand have made financial contributions tofood banks and food services and many otherlocal initiatives.

This all fits with North Stars values. Ourexciting work has continued and you willread of the new housing we have built, theinitiatives we are involved in, the services weare providing and of the support we can offer.

We welcome and value your feedback onevery aspect of our work; it’s how we continueto improve.

We wish you future good health.Best wishes

Angela LockwoodChief Executive


4

NEW FOR YOU

From the 1st September North Star are delightedto announce that 0800 Repair will be deliveringour domestic heating repairs and servicing.

0800 Repair have a proven track record ofproviding right first time repairs and excellentcustomer services through their work withother clients such as British Gas. The award ofthis contract to 0800 Repair will allow routine

heating repair appointments to be bookedthrough our online tenant portal ‘My North Star’.0800 Repair are also able to offer evening andweekend repair and servicing appointmentsto ensure works are completed on a time anddate which is convenient for our customers.

NORTH STAR WELCOMES 0800 REPAIR– OUR NEW DOMESTIC HEATINGREPAIR AND SERVICING CONTRACTOR


You can either download the App via yourApple or Android store for free, or we can viewthrough your web browser.

SightCall is a secure platform where NorthStar staff can diagnose repairs and undertakePre-Termination Inspections without the needto visit your home.

This will provide a fast, remote videoassessment to improve our service and helpreduce our carbon footprint!

VIRTUAL CALLSUSING SIGHTCALLTECHNOLOGYNORTH STAR CAN NOW COMPLETE REMOTEINSPECTIONS VIA YOUR SMARTPHONE ANDTHE SIGHTCALL APP.

5

SightCall


6

NEWS

A TRIBUTE TOPETER McQUILLAN

We are deeply saddened to announce that Peter McQuillanhas sadly died. Peter was our Handyman at Aspen Gardensin Hardwick, Stockton.Peter first joined the organisation back in 2000 and was a much loved colleague and friendto both staff and tenants. He will be deeply missed. Our sincere condolences go out to hiswife Pat and his family and friends.

In July, we said a farewell, thank you and good luck to NorthStar’s receptionist at Endeavour House, Susan Atkinson, whohas decided to retire.

THANK-YOU SUSAN

Joining North Star in 2007, Susanwas very much the face of theorganisation, always greeting visitorsand staff with a smile. As well as beinga fantastic receptionist, Susan wasprovided a crucial role in processinghousing applications for prospectivetenants looking for a new home.

Susan will be missed by all at NorthStar and we wish her well in herretirement, as she plans to spendmore time with her children andgrandchildren.


7

North Star Housing’s Community Hub inHavelock Street in Thornaby continues to bean important place for the local community.

During Covid-19 the Hub transformed into adistribution site for partners to prepare foodparcels and nutritious meals and helpedsupport Stockton Council distributing freeschool meals.

The Community Hub was opened daily byLittle Sprouts Health and Wellbeing whocoordinated relief efforts for delivery of foodand care packages and support for familieseligible for free school meals.

Neta from Little Sprouts said “Thank you againto North Star for allowing the site to be usedin this amazing way, it’s in a prime locationto ensure we reach exactly the right peoplewho need our help the most. We’ve alreadyhad some lovely feedback from the people wedelivered to and those that collected from us,thanking us for providing an essential servicefor them.”

Along with connecting partners North Starprovided extra funding for additional carepackages, a van driver from GroundworkNE and Cumbria and ‘boredom buster’ craftactivities from Creation Station – Yarm to begiven out to local residents.

An amazing team of organisations andvolunteers have all worked together to collectgenerous donations from local businesses,cook meals, pack food parcels and deliverthem to families in need. Groundwork NEand Cumbria were able to collect donationsand surplus food from suppliers using theircompany vehicle and bring these back to theHub ready to be distributed.

Mike from Groundwork says:

“Some days when I arrive at the Hub there canbe 10 or more families waiting outside. I knowthe project will feed all of them and the otherswho turn up today. All the partners are doinga great job and I am glad I am playing a smallpart in this.

Since its refurbishment and reopeningthe Community Hub has proved to be animportant place in the heart of the community,a space that is adaptable and has evolved tosupport local needs.

“Thank you again toNorth Star for allowingthe site to be used in

this amazing way, it’s ina prime location to

ensure we reachexactly the right people.“

Neta from Little Sprouts

THORNABYCOMMUNITY HUBPRIME LOCATION FORCOMMUNITY SUPPORT

If you would like to know more aboutNorth Star’s Community Hub and itscurrent activities please contact CoralSmith [email protected] 01642 796265


8

NEWS

During July, North Star held a DomesticAbuse Awareness Week. The week allowed anopportunity to raise awareness to key areas ofsupport available for customers and staff ofNorth Star.

During the week representatives of NorthStar’s Domestic Abuse Champions met withMP for Darlington, Peter Gibson.

The Zoom call, was an opportunity to discussthe ongoing work carried out by North Starfor customers and colleagues, who may besuffering domestic abuse. Peter Gibson MPwas actively involved in the committee stageof the current Domestic Abuse Bill.

North Star work closely with domestic abusepartners in the North East including Harbourand Wearside Women in Need. All staff atNorth Star have received training in relation todomestic abuse, which includes spotting signsof when someone maybe suffering and whatpatterns to look for when visiting properties orspeaking with customers on the phone.

Peter commented, “the service that North Staris offering to both their staff and customersis exemplary. For customers to know theirlandlord is as passionate about providing aservice for domestic abuse victims will be ofhuge comfort. With the Domestic Abuse Billcurrently undergoing it’s passage through theHouse of Lords, I have asked that North Starshare the contents of the bill with staff to showthe progress made to date”.

Claire Teasdale, North Star’s lead on DomesticAbuse added; “North Star is committed to thework we carry out in supporting those goingthrough domestic abuse. We support ourcustomers and have a range of signpostingstrategies in place, to ensure we can getpeople the support they need.

North Star is very proud to have a DomesticAbuse Policy, which covers how we supportcolleagues who may be suffering domesticabuse. Our Domestic Abuse Championsare a group of six members of staff who aredesignated as confidants for staff to reach outto, should they need support or advice”.

DOMESTIC ABUSEAWARENESS WEEK


9

North Star are continuing to build newproperties across our region, providing muchneeded, high quality homes, mainly for rent.

We currently have developments on site inlocations including Thornaby; MiddletonSt George; Darlington; Heighington andAycliffe Village.

These will provide family homes of twoand three bedroomed sizes as well as twobedroomed bungalows. The Housing Officersfor those areas are responsible for advertisingupcoming vacancies just prior to a schemebeing completed on site and this is nearlyalways through the choice based lettingssystem for the area.

In addition we are purchasing a small numberof houses in Middlesbrough for a supportedhousing project that helps people who areready to leave homeless hostels.

We are also preparing planning applicationsfor bungalows in Hartlepool and houses inMiddlesbrough for delivery over the next 12 to18 months.

Over this period we hope to bring about 100new energy efficient homes forward for ourcustomers to meet both needs and aspirations.

Recently completed and now occupiedschemes include Mill Race in West Aucklandwhich comprises 25 houses and bungalowsfor rent built on the site of derelict land inthe village centre, and also Yarm Road inMiddleton St George where we have justfinished 12 bungalows including two to fullwheelchair specification.

Yarm Road,MiddletonSt George

CREATINGHOMES…

Mill Race,West

Auckland


10

NEWS

My North Star was launched in November 2019and close to 50% of all customers, have signedup to use the online portal; exceeding ourexpectations and targets.

My North Star allows customers to access theirtenancy details online from any smart phone,tablet or computer and at any time of day ornight. Customers have the ability to accesstheir rent account, seeing all transactionsthat have taken place, as well as being ableto download a rent statement on North Starheaded paper which can be used as proof ofrental account.

Perhaps the key feature of My North Star is theability to report repairs online and schedulean appointment, at a time that is convenientto yourself. The repairs include a list of routinerepairs and gives the user access to thesame scheduling diaries that are used by ourcontractors, in order to find a suitable time forthe appointment which include a selectionof evening appointments and weekendappointments.

Since the launch, over 700 repairs have beensuccessfully logged via My North Star andwith nearly 50% of customers registered. Ourattention has now started to shift to improvingthe service and adding new features to MyNorth Star. We have created our Digital

Engagement Squad, which include membersfrom each department of North Star, to focuson our customer facing digital services, withMy North Star being the cornerstone of thedevelopment.

The squad is working through some greatideas that have already been received fromour customers and we hope to launch theseimprovements into the service over theforthcoming months. We are keen to workclosely with our customers during the projects,so if you like the sound of being involved ininfluencing the direction of My North Starand the Digital Engagement Squad, sendan email to [email protected] advising that you would like to be keptup to date on the digital projects that NorthStar are undertaking.

MY NORTH STAR

To sign up to My North Star, visitwww.mynorthstar.online – you willneed you tenancy reference numberto register, which can be located onrecent correspondence from NorthStar. If you cannot locate yourtenancy reference number, pleasecall our Customer Service Team on03000 110011.


11

North Star have been working withMiddlesbrough Institute of Modern Art onan exciting new project. We are looking forpeople to join in and document life followinglockdown and the experiences of residents andfamilies living in North Star accommodation orin North Star communities.

We’ll come by for a friendly, physically distantchat, work with a professional photographer totake your portrait and talk with you about yourCOVID journey.

You will receive two A4 images of yourportrait to keep or share with family andfriends. We would also like to celebrate yourexperiences far and wide over our combineddigital platforms.

If you would like to take part or would likemore information please get in touch withCoral Smith, Community Connector forNorth Star Housing on 07501 682 560 [email protected]

DOORSTEPPORTRAITS

All images credited to Craig McCann


12

GET INVOLVED

FacebookQuiz

Our involved tenants took part in our first everFacebook Live quiz back in June!

It was great to see some familiar, friendly facesduring lockdown and to get everyone togetherfor something fun!

NORTH STAR KNOWLEDGEWant to be able to give your feedback and opinions on our services?

Want to be able to help improve services for all tenants?

Want to be able to do this in the comfort of your own home at a time that suits you?

Then join North Star Knowledge, your way of keeping North Star in the know. By joining North Starknowledge you will be sent short surveys to complete and will be entered into free prize draws!

Simply email your name, email and mobile number to [email protected]

Employment Focus GroupPlaceshapers and HACT asked us to connect with our tenants recently to discuss the roleof Housing Associations in helping tenants into employment.

We held our first ever Employment Focus Group via Zoom in June this year which was agreat success. We advertised the meeting on Facebook and also emailed out to tenantswho are on our North Star Knowledge database.

We saw tenants we have not spoken to before from a wide range of backgrounds cometogether online to discuss the relationship between social housing and employment.

Some great conversations were had and all feedback was passed toPlaceshapers and HACT to help with their research.

You can read more about their research here:https://www.placeshapers.org/appg1/

If you would like to take part in any focus groups in the future,please contact Helen Taylor – Tenant Connector on 07702 696062or [email protected].


13

GroundsMaintenanceService

You Said,We Did

We are in the process of reviewingour Grounds Maintenance Serviceand have been working withtenants to help improve services.

We recently issued a survey (viatext message and post) to gatherfeedback from our tenants whohave green spaces that aremaintained by North Star within100 meters of their home.

We will be using this feedbackto ensure we shape anyimprovements to the GroundsMaintenance Service with ourtenant’s voice at the forefront.

We issued a survey to all tenants who haveused the Out of Hours Service within thelast 6 months to ask for their experience andfeedback. We have used this informationto work with some of our Tenants’ VoiceScrutiny Panel members to create a newService Level Agreement. This documentsets the expectations for the service providerand allows us to hold them to account fortheir level of customer service in the future.

Using the feedback and the new ServiceLevel Agreement we have conducteda procurement process and selectedMoneypenny as our new Emergency Outof Hours Service provider. The new contractwill begin on 1st September and we arekeen to hear feedback from tenants whouse the new service. Look out for feedbackopportunities or contact our customerservices team on 03000 110011 to let us knowhow the new service is going.

OUT OF HOURS SERVICEYou Said,

We Did Following a significant rise in feedback for our Emergency Outof Hours Service we undertook a review with Tenants’ VoiceScrutiny Panel to help us improve future delivery of the service.


14

GET INVOLVEDMONEYMATTERS

Has Covid-19 affected your finances?The Covid-19 outbreak has brought in itswake an incredibly stressful period, becausealthough this is a health-based emergency,it’s also a financial-based emergency too.

We know that the virus has had a significantimpact on the income of many householdsacross the region and looks set to continuefor some time. In this edition of North Star wewanted to share some advice on what you cando if you are struggling to pay your bills.

Struggling to pay your rent?Guidance for Landlords and Tenants issuedby the Ministry of Housing, Communitiesand Local Government, has said that tenantsare expected to continue to pay their rentduring the Covid-19 period. However, if you arestruggling to pay your rent because of incomechanges as a result of the virus, please callour Customer Service Team for advice on03000 11 00 11. We can put you in touch withour Welfare Benefit Team to ensure that youare claiming your full benefit entitlement.

Need help to pay your council tax?A hardship fund has been set up to supportthose struggling to pay their council tax andhelp alleviate some of their financial burden.The hardship fund has been distributed tolocal authorities around the country. The fundis available to working age people alreadyreceiving local council tax support, as they havebeen recognised as the most vulnerable toincome changes. If you think that you cannotpay your council tax due to financial straincaused by the coronavirus pandemic, youshould contact your local council to see if youcan benefit from the hardship fund.

Are you entitled to Universal Credit?During the pandemic, many workers have losttheir jobs leaving many households in financialinstability. If you’re unemployed, off work dueto sickness, or on a low income, you could beeligible for Universal Credit to cover your basicliving costs. If you are self-employed, had yourwages reduced, recently furloughed or maderedundant you may still be able to apply.

You can check whether you are likely to beaccepted for Universal Credit with this benefitscalculator:

https://moneysavingexpert.entitledto.co.uk

Your can also contact our Welfare BenefitsTeam at [email protected]


15

Struggling to pay your water bill?If you have been affected by Covid-19 andare struggling to pay, water companies cansupport you by changing the way you pay orby offering payment breaks, where needed.

Water companies provide scheme for lowincome householders who are assessed asbeing in financial difficulty. A low rate tariffcan be applied, which offers long term savingscompared to an average household bill.

Contact your water company for more details.

• Northumbrian Water 0345 733 5566.(SupportPLUS) [email protected].

• Hartlepool Water 0142 985 8030(Watersure)

Struggling to top up pre-paid energy?If you are unwell with Covid-19 or staying athome and self-isolating, you may find it difficultto top up your prepay energy meter. Energysuppliers have agreed a new emergencypackage to ensure that your home’s energysupply doesn’t get cut off. If you are unable totop up your prepayment meter, please contactyour energy supplier to find out what help theycan offer.

We know that the virushas had a significant

impact on the incomeof many households

across the region andlooks set to continue

for some time.

If your finances have beenseverely impacted byCovid-19 and you wouldlike some advice, pleasecall North Star on03000 11 00 11 to be putin touch with groups andcharities that will be ableto support you.


16

OURSERVICES

SUPPORTEDHOUSING UPDATEWorking with tenants during Lockdown has had its own challenges. Despite thefact that we have been on site daily delivering services, we have not been able todo the social face to face contact.

We have had to think of newand innovative ways of workingto ensure our tenants still feelsupported and have not felt sociallyisolated throughout lockdown.

Staff have been providing daily callsto residents, and for those who aretech savvy we have been able tooffer video links, such as face time,whatsapp and skype.

We have sourced some really usefulexternal services, such as delivery offood parcels, befriending servicesHen Pals.


17

During lockdown North Star staff made over2,700 welfare calls to tenants, provided £5,700of support to tenants in crisis situationsand donated over £20,000 to local projectsproviding support to communities.

One project we supported in Butterknowlewas run entirely by volunteers and providedmuch needed help to residents in a ruralvillage. Butterknowle does not have a localshop and volunteer, Kimberley Batey wantedto ensure support was available to those mostin need.

Kimberley wanted to provide ‘wellness packs’that included essential items such as toiletroll, milk, bread, butter, veg, soup etc. so thosewho found it more difficult to get to shops,were self-isolating or shielding would haveaccess to them.

The project grew and began providing home-cooked meals to vulnerable people. At thepeak of the virus the project was supportingover 80 people in Butterknowle and thesurrounding area.

BUTTERKNOWLEPROJECT

Kimberley said of the project: ‘Coral andthe team at North Star have been beyondamazing, always going the extra mile tosupport those in need. I, along with the villageof Butterknowle and the surrounding areasare extremely grateful for the support thathas been provided. Without North Star thisproject wouldn’t have been possible.

‘It is a great comfort to know that NorthStar is committed to supporting our ruralcommunities and they have done a grandjob at showing this support, particularly overthe last few months when we have neededthem most.’

North Star would like to say a huge thank-you to all the volunteers that made thisproject possible. It has been amazing to seethe way communities have responded to thechallenges they’ve faced and our privilege toplay our part where we can.

Supporting the community during lockdown


OURSERVICES

PROPOSAL TO CREATE A SINGLELANDLORD FOR NORTH STARHOUSING GROUP APPROVED

18

In May 2020 we wrote to all tenants to start aconsultation on a proposed simplification tothe structure of North Star Housing Group. Theproposal was to consolidate the four housingassociations which currently make up NorthStar Housing Group into a single housingassociation.

At a meeting on 20th July 2020 the Boardconsidered a detailed business casefor making this change together withconsultation feedback from tenants andkey stakeholders. The Board approved theproposal and work has started to make thischange which we hope to have completedby the end of 2020.

The change will mean all tenants within theGroup will have the same landlord: ‘North Star’.For tenants of Darlington Housing Associationand Teesdale Housing Association this will bea change to the legal identity your landlord.For tenants of Endeavour Housing Associationthe legal identity of your landlord will remainthe same but your landlord’s name will changeto North Star. As a single housing association,we will continue to be a charitable housingprovider which is regulated by the Regulatorfor Social Housing.

We believe the change will have a numberof key benefits for the way we do businesswhich will enable us to achieve savings, bemore efficient and generate more funds toinvest in homes and services.


19

As a tenant you won’t notice any change tothe people you meet or services you receivefrom us and to reassure you the change:

• Will not affect your rights as a tenant orleaseholder.

• Will not change your tenancy agreementor lease. You will continue to enjoy thesame rights you currently have.

• Will not change the services you receive.You will still be able to contact the samehousing and customer service team youcurrently deal with.

• Will not impact repairs, servicing andimprovements to your home. These willstill be done in the same way.

We will notify tenants when theprocess has been completed andthe share the new details of yourlandlord. In the meantime, if youhave any questions about thechange please contact ourcustomer service team by [email protected] phone on 03000 11 00 11.

As a single housingassociation, we will

continue to be a charitablehousing provider which is

regulated by the Regulatorfor Social Housing.

• Will not change to how you pay your rent.You won’t need to notify Housing Benefitor the Department for Work and Pensions(Universal Credit) about this change.


North StarNorth Star brings together the skills, resources and values of Endeavour,

Teesdale and Darlington Housing Associations.

We are a strong organisation with a clear vision of what we want to achieve

for the people who live in our region – creating homes, building futures.

[email protected]

www.northstarhg.co.uk

@northstarhg

/NorthStarHG

03000 11 00 11

Access Services Online

www.mynorthstar.online

Write:

Endeavour House, St Marks Court, Thornaby,Stockton-on-Tees, TS17 6QN

14a Redwell Court, Harmire Enterprise Park, Harmire Road,Barnard Castle, County Durham, DL12 8BN

Please note that all calls to our Customer Services Team are monitored and recorded.

Please note our Teesdale office in Barnard Castle is by appointment only.

GET IN TOUCH

Collaboration Flexibility Integrity Professionalism Ambition


northstar welcomes0800repair · we did followingasigniﬁcant rise in feedbackfor our emergency out...

Documents