streets ahead ahead... · 2019-09-25 · support team. so here's egle, julie and sammy the...

THE MAGAZINE FOR FREEBRIDGE COMMUNITY HOUSING TENANTS

STREETS AHEAD

DEVELOPING HOMES AND CREATING OPPORTUNITIESFOR PEOPLE WITHIN WEST NORFOLK

AUTUMN 2019

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18!ALL THE FUNOF THE SQUARE!

PG 2 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • AUTUMN '19

WELCOME TO THE AUTUMN ISSUE OF STREETS AHEAD!In this issue we introduce you to the Support Team, provide details of some work we're doing on trying to stop nuisance cold calling and join in congratulating a couple celebrating their 75th wedding anniversary!Also in this issue we have our regular update from the Freebridge Tenant Panel, details about some of the activities that our Placeshaping Team have been involved with and an opportunity to nominate someone in the Local Hero Awards.What you'll also hopefully notice is that with this Streets Ahead

OUT & ABOUTSince the 10th April - when we visited tenants in North Lynn - Freebridge employees have been Out & About visiting you for a chat, a catch up on how things are and an opportunity to check we have your details held correctly.On the six Out & Abouts we've held so far this year we've visited North Lynn and the surrounding areas, Outwell, Upwell, Downham Market, Northwold, Feltwell, Hunstanton and the Walpoles.

We've one more Out & About to do this year and that's in Terrington St Clement on Wednesday 16th October - so if you live in the area keep an eye out for us on the day and we'll hopefully see you to say hello!

And don't forget if you're not about on the day we'll put a "we were in your area today, but we missed you card" through your door, so you can let us know if there's anything you want us to contact you about.

comes a copy of our Annual Report for tenants - if you've not spotted it yet it's in the middle pages of this magazine.Feedback we received from a number of you following last year's report suggested that you’d prefer us to take a more visual approach using less text, so that’s what we tried to do this year. Do let us know what you think!In the meantime take care over the next few months and we'll be back with you just before Christmas.

Mr & Mrs Ely celebrate their 75th Wedding Anniversary! (PG17)

Wednesday 16th OctoberTerrington St Clement

FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • AUTUMN ‘19 PG 3

It doesn't seem like it's only just over a year since Freebridge were able to announce that we were taking over the ownership of the Discovery Centre in North Lynn, but that's all it's been! As Robert Clarke, the then Director of Housing at Freebridge said when the centre was signed over to us, said: “We all know what an important part the centre has played in the community in the past and we want to reinvigorate that tradition going forward."

The good news is that the work our Placeshaping Team have been involved in to get the buildings back into shape and ready for the community to use is really paying off.

As well as making improvements to the buildings we've had the Orchards Project visit to plant a number of fruit trees in the gardens and volunteers from the charity Family Action have been busy helping transform the garden.Since re-opening the centre we have had a number of groups use the various spaces available including the Street Smart convention organised by the YMCA to allow organisations to share expertise and encourage closer ties, as well as the recent Volunteers Fair that helped let people discover the benefits of volunteering and getting involved in the community.And of course we mustn't forget the childrens parties held at Christmas and Easter!

THE DISCOVERY CENTRE AT

Sophie Bates, Freebridge's new Director of Housing said: “It's good to see the set up at the Discovery Centre go from strength to strength over the last year. Freebridge has always been more than just a provider of housing so the work that we and others are doing at the Centre, and elsewhere, is enormously important to us in helping support the communities we work in to make a better West Norfolk."

ONE!

PG 4 FREEBRIDGE COMMUNITY HOUSING • STREETS AHEAD • AUTUMN ‘19

budgeting advice, financial assessments, social isolation and people dealing with issues around hoarding.""In my current role I'm also the assistant Safeguarding Manager and now the Domestic Abuse Champion for Freebridge. As a result, my team are currently taking part in Domestic Abuse training programme in partnership with Norfolk County Community Safety Partnership. This will mean my staff are trained in recognising the signs of Domestic Abuse, how to complete accurate risks assessments and to signpost tenants to the right support network if needed."Sammy

From time to time we like to introduce you to some of the teams working at Freebridge. The latest of these is the Support Team.So here's Egle, Julie and Sammy the manager of the Support Team to tell you more about what they and the rest of the team get involved with: "The Support Team currently employs nine people (including me) to provide help to our tenants in a variety of ways. It comprises of five Support Advisors (Julie, Hollie, Jodi, Eleanor and Jo) who are responsible for providing day-to-day support to the tenants in our 17 sheltered schemes located across West Norfolk, and three Tenancy Support Advisors (Sarah, Egle and Georgie) who help tenants referred to them by providing a variety of support in a wide range of areas including

SUPPORT TEAMINTRODUCING THE

Hollie, one of our Support Advisors visiting tenants Mrs Beales & Mr Powley at our Waterside scheme.

"As a Tenancy Support Advisor it's my job to provide help and support to Freebridge tenants who have problems with benefits, debts, finances and budgeting. "I work closely with the other teams at Freebridge to try and find the best solutions to tenants problems and as


"The Support Advisors are a busy bunch, with each of the Advisors looking after a number of Freebridge’s Sheltered Schemes. I look after five schemes, which I visit at different times of the week, located all over West Norfolk - it keeps me on my toes!"Our days always start with welfare calls to certain tenants, then it's anything and everything from completing support plans for a new tenant joining us, to keeping an eye out and reporting any maintenance issues. "We make visits across the schemes to say hello and test alarms, and generally just look out for the well-being of all our tenants. We even get to have some fun by helping arrange social events for all at Easter and Christmas! "Every day is different as we have to react to tenants’ individual needs, and take great care in prioritising tasks to protect the well-being of our tenants. "I hope it's clear to all that I enjoy my job as it's always rewarding being able to help others!"Julie

a result of this I’m constantly learning new things! "I help our tenants with a variety of things including working though forms and questionnaires, helping them write appeals, arranging outstanding payments they may be owed and providing details of where to access additional specialist support if I can't help any further. "I also manage the Furniture Assistance scheme, work together with the Support Manager to help tenants get carpets for their homes, and I am a Domestic Abuse Champion too."In my job every day is different however it usually consists of appointments in the office, home visits and day to day administrative work. I also regularly attend training courses to keep up to date with changes that can affect our tenants, and networking events with other partner agencies which gives us the opportunity to share concerns, discuss news and updates, and exchange ideas about how to help the people we work with."I receive referrals from employees at Freebridge and sometimes tenants contact me direct through our First Contact Centre. If I'm unable to offer help, I can refer people to other agencies and charities if they're happy for me to do so."Helping our tenants is a very rewarding role and every time I see the positive impact that helping someone makes I feel motivated and determined to help even more!"Egle

Jodi

Jo

Sarah

Eleanor

Georgie

And here's the other members of the Support Team:


Partner who spoke to us on a number of issues including some proposed changes to the Complaints process, the new Communications Strategy and the recent results of the Customer Satisfaction surveying that Freebridge do each month.We then spent some time with the Customer Services Manager who oversees the work of the First Contact Centre, which we did as part of a rolling programme of presentations the Panel are having from Managers across the organisation, so that we keep up to date with what's happening.In July Simon Smith from Freebridge's Board attended to

give his quarterly update on what the Board had been working on in the last few months.

As we've said in previous issues of Streets Ahead, Tenant Panel members will now provide you with an update on what they've been working on over the last few months. This issue's overview comes from, Anne Manning.

Hello and welcome to the latest report from the Freebridge Tenant Panel.Since the last issue of Streets Ahead we've had a couple of Panel meetings and two new members join us which is great news!In June the Panel met with the Communications Business

TENANT PANELTHE FREEBRIDGE

Anne speaking at a Tenant Panel meeting.

The Tenant Panel in action.


As Anne says across the page, the good news is we've two new members of the Panel joining us - so welcome to them!We're always on the look out for tenants who are interested in working with us to look at different projects and review the way we do what we do. So if you're interested in learning new skills and playing a real role in improving the services that Freebridge provide please get in touch!

JOIN US ON THE FREEBRIDGE

The panel is made up of tenants who come from a variety of backgrounds, and from the many different communities that Freebridge serves. So if this does sound like it might be of interest to you, please give Helen Richardson a call on 03332 404 444, or email her at [email protected], or complete the form below and return it to us and we'll be in touch.

TENANT PANEL!

Name:

Address:

Telephone:

Email:

As well as Simon we had Sophie Bates, Freebridge's Director of Housing come along to provide us with updates on both Welfare Reform and the changes being made in respect of Service Charges. Then finally we had the chance to talk and listen to the Income Team Manager who was next on our programme of presentations from the Freebridge's managers across the organisation. Thank you for reading my quick update on what the Tenant Panel have been up to, and don't forget we're still on the lookout for further members of the Panel so if you're interested please do get in touch.

TENANT PANELTHE FREEBRIDGE

New Tenant Panel member, David Harrison

Anne


UNIVERSALCREDIT

Universal Credit - Are you ready?Universal Credit is the new benefit for working age people. It is a single monthly payment for people in or out of work and it combines the following benefits into one payment:• JSA - Income-based

Jobseeker’s Allowance• ESA - Income-related

Employment and Support Allowance

• Income Support• Child Tax Credit• Working Tax Credit, or• Housing BenefitVERY IMPORTANT: You will need to let your Income Advisor at Freebridge know when you have submitted a new claim for Universal Credit.How to claim Universal CreditTo apply for Universal Credit via www.gov.uk/universal-credit you'll need:• A valid email address• Your National Insurance

Number• Information about your

housing (including how much rent you pay)

• Details of income and savings• Details of how much you pay

for childcare (if applicable)When you claim Universal Credit you will have to register

for an online account that you will use to manage your claim.You will need a personal email address and regular access to the internet in order to manage your Universal Credit claim - if you don’t then you will not be able to manage your Universal Credit claim and your claim will be cancelled.Getting help to make a new Universal Credit claimIn addition to the help that we can provide, Norfolk Citizens Advice are offering a new service called ‘Help to Claim’ which offers support with making a new claim for Universal Credit, from opening your account to receiving your first full payment. Their trained advisers can help you to:• Set-up your Universal Credit

account• Complete your claim to-dos• Verify your identity• Make sure you’re providing

the right evidence to the Jobcentre

• Understand what Universal Credit will mean for you

If you’re not sure what help you need just get in touch and they’ll work out what support you need. Call Freephone: 0800 144 8 444

You can find more information on Universal Credit on the Citizens Advice website www.ncab.org.uk

ANY QUESTIONS?If you have questions about Universal Credit and about how or when it will affect you then please get in touch on 03332 404 444. We have three specialist Universal Credit Advisors who can assist you with any queries or concerns that you have, along with offering practical support to get you online so that you can make and manage your claim. Your Income Advisor will also be able to help with any queries that you have.


ANNUAL REPORTANNUAL REPORT

G1/V1Welcome

Each year we aim to tell you about some of thework that Freebridge has been involved with over the last year to help improve our accountability and transparency.Feedback we received from a number of you following the last annual report suggested that you’d prefer us to take a more visual approaching using less text, so that’s what we tried to do this year. Do let us know what you think!Finally a quick thank you for your support in helping Freebridge do what it does, particularly to those of you who provide us with feedback to help us to improve the services we provide, so we can in turn be the very best we can be.

Tony HallChief Executive Freebridge Community Housing

we received a G1/V1 rating from the Regulator of Social Housing

properties were managed by Freebridge across West Norfolk

was invested in new homes across West Norfolk

was spent on repairs and maintenance on our existing homes

6811

85%

£6.8m

£13.4m

of our tenants told us that they were satisfied or very satisfied with the services we provide


YOUR HOMES

99%

As our mission statement makes clear Freebridge is committed to ‘Developing homes and creating opportunities for people within West Norfolk’. We understand that while developing and acquiring much needed new homes is important, we also understand that the maintenance and upkeep of our existing housing is just as important to you. Here’s some facts and figures to tell you more...

34

3244

number of homes we’ve developed or acquired

number of homes bought from us through the Right to Buy and Right

to Acquire process

number of homes refurbished in the fourth phase of work at

Hillington Square

the total number of homes that Freebridge managed over

the last year

75%of our repairs were completed on time

of our tenants were satisfied with our

repairs service

Freebridge spent

on planned repairs and maintenance

(our budget was £1.5m)

£1.1m

6813

we completed over

repairs over the year

22,000


100%

481

481 homes were let to new tenants in

the last year

92%of our tenants were satisfied with their newly let properties

412 general needs homes were let during the year

69 sheltered scheme homes were let during the year

Freebridge spent

on routine repairs and maintenance


£5.7mFreebridge spent

on major repairs and improvements


£6.2m

HOMES LET

412

of our gas safety checks were completed in the

last year

GENERAL NEEDSof our homes met the Government’s Decent

Home Standard

the number of days on average it took us to

re-let properties

69SHELTERED

42

100%


YOUR FEEDBACK

85%

81%

75%

75%

81%

81%

At Freebridge we understand from the feedback that we receive from our customers, employees, partners and stakeholders that we do a lot of things really well, but could also do some things even better. It is enormously important to us that we provide the very best services we can while developing homes and creating opportunities for people in West Norfolk, so please do take the opportunity to let us know how we’re doing!

£

of our customers were satisfied overall with the service we provide

of our customers were happy with our repairs service

of our customers were happy with our rent and service charges

of our customers were happy with their home

of our customers were happy with their neighbourhood

of our customers were happy with how they are kept informed

£


214

20

Customer service 77%State of property 12%Staff attitude 8%Freebridge policy 3%

Customer service 50%Staff attitude 50%

We understand that there will be times when we haven’t provided you with the level of service that you should expect from us, and when this happens, we have a complaints process where we try our very best to resolve the problems that sometimes do happen.We also try to learn from the complaints we received examples of our learning last year include: • Key information to be added

to job tickets to ensure we avoid times such as the school run when requested from tenants.

• All operatives vans to be stocked with a fireman’s key so that we can get into the communal areas without needed to be let in from the intercom system.

• Operatives need to follow the pre-inspection procedure as laid down, and schedulers should be pro-actively rebooking appointments when operatives are off sick.

• We need to provide clearer communication to tenants about the processes involved in the completion of external works.

Quarterly reports on the feedback we receive, including any learning that we make as a result, are available on our website. You can view these by visiting: www.freebridge.org.uk

of complaints progressed to the second stage of our

complaints process

over the last year we dealt with

formal complaints

over the last year we received

compliments

135

115of complaints made were

resolved at the first stage of our complaints process


OUR COMMUNITIES

£4000

£5000

Freebridge is an organisation that puts the community at the centre of everything we do, and as such we are committed to supporting our local communities in any way we can.Throughout the year we look out for opportunities to support communities and the activities going on in West Norfolk, and as a result have supported many projects and events that have a direct and positive impact on both our tenants and the wider community.Some of these have included...

Freebridge continued to support the Love West Norfolk campaign that helps to encourage growth, investment and tourism in West Norfolk

Freebridge continue to support the enormously popular Festival Too through sponsorship with them

was raised by employees at Freebridge through a range of fundraising activities and donated to the King’s Lynn Foodbank

Freebridge were once again proud to be involved in KLFM’s Local Hero Awards, sponsoring the Good Neighbour award

was donated to seven community groups who are helping make a difference across West Norfolk through the Freebridge Community Fund

our Placeshaping team continue to work out and about in West Norfolk and also support a large number of community groups who work from our Providence Street Community Centre and the Discovery Centre in North Lynn, which Freebridge bought at the start of the year


DOING MORE AND GETTINGBETTERAND GETTINGBETTER

At Freebridge we understand that getting better at the things we do is enormously important to our tenants.The feedback we receive from you tells us how satisfied you are with the services we provide, giving us a clear understanding where we need to improve. In addition to this the information we get from you through the compliments and complaints we receive tell us what we’ve done well and what we need to do better.

and of course we continued to visit many of you in your own homes through our Out & About programme

Throughout the year Freebridge work with the Tenant Panel. The Panel is made up of up to 12 members and meets on a regular basis to look at different projects and consider ways of improving key areas of work. In addition they’ve:

during the year we also worked with TPAS - the leading tenant engagement organisation in the UK - to look at how tenant engagement at Freebridge could work in the years ahead

got involved with our Out & About visits

sat on the Community Fund

judging panel

taken part in Complaints Panel meetings along

with members of the Board

presented to those who attended

Freebridge’s AGM

TENANT PANEL

THE FREEBRIDGE

taken part in tenant consultation on the

Social Housing Green Paper with the Housing Minister


FINANCE

£107

Service charge costper property

in 18/19

£108in 17/18

£734

Management costper property

in 18/19

£659in 17/18

£952

Maintenance spendper property

in 18/19

£697in 17/18

Freebridge spent

on management costs (we spent £4.5m

in 18/19)


on service costs (we spent £2.5m

in 18/19)

£2.4m

£974

Major repairs spendper property

in 18/19

At Freebridge we look to balance our financial stability while at the same time providing good quality services that offer real value for money to our tenants. We take a broad view of value for money as we understand that as a community housing provider we have social and environmental responsibilities as well as financial ones. We work to maintain a good relationship with our main funder, the Royal Bank of Scotland, which helps make sure they continue to support our financial plans for the future.If you want to find out more about Freebridge’s finances, our Statutory Accounts are available in full on our website at: www. freebridge.org.uk

Freebridge spent

on repairs and maintenance (we spent £10.2m

in 18/19)


on bad debts (we spent £0.05m

in 18/19)

£0.04m

Freebridge spent

on depreciation of housing properties (we spent £4.6m

in 18/19)


on depreciation of other fixed assets(we spent £0.2m

in 18/19)

£0.2m

£974in 17/18


It's not often we celebrate a wedding anniversary in Streets Ahead, however when we were told that Alf & Alice Ely were about to mark a very special one we were happy to make an exception for them.How special you ask? Well not many couples celebrating another year together get a card from Her Majesty The Queen - and for the Elys it's not the first they've had from her!Alice and Alf actually exchanged their marriage vows seventy-five years ago, having originally met by accident on Edinburgh's famous Princess Street - a long way from Windsor Park in King's Lynn, although only a short distance from where Mr Ely was born in Pilot Street.

Alf remembers "My mates on the ship I was working on at the time told me (when they found out I was getting married), 'you don't want to worry it won't last'." However it does seem that Mr Ely's shipmates weren't the best fortune tellers!And what do they put their long and happy marriage down to? I'll leave that to Mrs Ely to explain: "Well you have ups and you have downs but you have to carry on still. I was born in Leith, Scotland, where the Royal Yacht is berthed, and the town's motto is 'Persevere' - and that's what we've done - we've persevered."A big thank you to Mr & Mrs Ely for allowing us to share

their big day, and once again congratulations from everyone at Freebridge on your 75th wedding anniversary.

Mr & Mrs Ely on their wedding day - Friday 4 August 1944!

A DIAMOND

COUPLE

Mr & Mrs Ely at Windsor Court, King's Lynn.

TOGETHER!75 YEARS


HILLINGTON SQUARE

The Hillington Square Summer Fete returned for its annual visit to the town a little later than usual this year at the end of August, although the weather was as good as last July and the event just as enjoyable! The fete, now in its sixth year, saw entertainment provided by the Simon Rowe’d Show and Stevie Spud, owls from Norfolk Wild Encounters, the King’s Lynn Astronomy Society and Norfolk Fire and Rescue Service.Also in attendance was the Mayor of King’s Lynn & West Norfolk, Councillor Geoff Hipperson and his wife Mrs Rose Hipperson who

both came along to support the event and take part in some of the activities on offer.Freebridge Director of Housing, Sophie Bates, said: “We've held the Summer Fete at Hillington Square for a number of years now and it's always a really great day for everyone that attends. Thankfully the weather was on our side, which meant plenty of people joined us on the day to join in the fun!"A big thanks to all those who helped organise the event and for everyone who came along on the day it was good to see so many of you there."

SUMMER FETE

THE


01553 667777

[email protected]

www.facebook/providencestreetcommunitycentre @ProvidenceSt1

Freebridge's Placeshaping team hosts a number of events for children throughout the year. If you'd like to find out more about what the Placeshaping Team are up to then follow or contact them as below:

www.facebook/discoverycommunity centre

A STAKE INFREEBRIDGE:BECOMING ASHAREHOLDERFreebridge Community Housing is inviting its tenants to become shareholders. Shareholders have the right to attend the Annual General Meeting and vote on major issues in the running of the organisation.Shareholding is designed to increase tenants’ stakeholding in their housing provider and is a way to become involved in what Freebridge does.If you need more information about how to become a Freebridge shareholder or just want to know more contact the Governance Team on 03332 404 444 or email [email protected]

SERVICE CHARGE REMINDERA quick reminder to those of you who we have contacted about the service charge consultation exercise we are currently running. If we have recently written to you we'd really appreciate any feedback you might have on the subject, but don't delay as we need your responses by Friday 4 October - thank you!


PUTTING A STOP TO COLD CALLINGFrom time to time we are contacted by tenants who are frustrated and annoyed by people cold calling at their homes. We understand the frustration they feel and are now working with Norfolk County Council's Trading Standards team on a new initiative that may eventually help with this problem.The work being done by the Trading Standards team is around creating what are called No Cold Calling Zones.A No Cold Calling Zone is a designated area where the resident community declare they no longer wish to accept traders calling at their homes without an appointment. If it is agreed to create a zone, signs are placed at all entrances to warn potential uninvited callers that they are not welcome. Residents are also given information packs

to help them with callers who ignore the warnings.No Cold Calling Zones are a deterrent to unscrupulous traders. The last thing a doorstep rogue trader wants is to be identified. If a trader knows that a specific area will be particularly unwelcoming – they are more likely to avoid it.Before Trading Standards can set up a zone, they do need residents to be in favour of this approach. So over the next few months we'll be speaking with residents on a couple of our Sheltered Schemes to consult with them to see whether this is something they'd be interested in. We'll report back on how this goes in a future issue of Streets Ahead. And don't forget if you do have issues or concerns about unwanted cold callers to your home please do call us on 03332 404 444

In April 2020 Freebridge Community Housing are once

again joining up with KL.FM for the Local Hero Awards night - which if last year's

event was anything to go by will be another great evening

celebrating the very best in West Norfolk.

The Local Heroes Awards will be held at the King's Lynn Corn

Exchange and will recognise those people in our community

who are true heroes.These heroes could be anyone from a next door neighbour to a youth club volunteer, from a

dedicated carer to a teacher who inspires their students.

Freebridge Community Housing are sponsoring the

Neighbour of the Year category and we'd love you to nominate

a neighbour you know who's done something special... or

alternatively, please nominate someone for one of the

other categories.You can nominate using the

form to the right, and post it to:KL.FM

18 Blackfriars Street King's Lynn

Norfolk PE30 1NN

or by going to the KL.FM website at klfm967.co.uk

LOCAL

HERO

AWARDS


HOW WE PERFORMEDWe hope that the services you receive from us are of the quality you would expect. We realise there will be times when you may want to complain, tell us how we can improve our services, or perhaps compliment us on something we have done well.Your complaints, comments and compliments are important to us as they help us improve our services.During April, May and June we took action in a number of areas as a result of complaints we received. This included ensuring that:• when we move tenants into

temporary homes we will hand the keys to them on site, so that we can check for any issues at that moment,

• we remind all employees that all customer contact, even refusals of service, should be logged on our system so that we have a complete history of actions.

Further details on complaints and compliments, and the learning from them, can be found on our website at: www.freebridge.org.uk/complaint.html

SATISFACTION SURVEYEvery month our First Contact Centre calls 100 of our tenants to ask them how they think we are performing.

92%of our customers are satisfied with our repairs service

£ of our customers are satisfied with rent and service charges

of our customers are satisfied with their home

of our customers are satisfied with their neighbourhood

of our customers are satisfied with how they are kept informed

COMPLAINTS & COMPLIMENTS

2019/20 Target

Year to date

Overall satisfaction 88% 92%

Satisfaction with repairs service 80% 80%

Satisfaction with rent and service charges 85% 91%

Satisfaction with home 80% 79%

Satisfaction with neighbourhood 85% 83%

Satisfaction with being kept informed 88% 87%

of our customers are satisfied with the overall service we provide

80%91%79%83%87%


Streets Ahead is sent to you because you are a tenant of Freebridge Community Housing.We send the magazine to all our tenants every few months so we can tell you about the services we provide and the work we're doing as a registered provider of social housing.If you no longer want to receive your copy of Streets

OPTING OUT OF STREETS AHEAD

Ahead please let us know, and we will arrange for you to be removed from our mailing list.In order to opt out of Streets Ahead, you can either call us on our main telephone number 03332 404 444, email your name and address to [email protected] or complete the form below and send it to us at Freebridge Community Housing, Juniper House, Austin Street, King's Lynn, PE30 1DZ.

STREETS AHEAD OPT OUTPlease sign below to confirm that you no longer wish to receive information about the services that Freebridge provides, and the work we do as a registered provider of social housing.

please sign in this box

Name:

Address:

37

25

18070

Staff attitude

State of property

Customer service

Policies

20

332

Staff attitude

State of property

Customer service

Policies

Reasons for compliments:

Reasons for complaints:

Total number of compliments received in this quarter

Total number of complaints received in this quarter

DURING APRIL, MAY AND JUNE 2019

DEVELOPING HOMES AND CREATING OPPORTUNITIESFOR PEOPLE WITHIN WEST NORFOLK

The views expressed in this publication are those of contributors, and not necessarily those of Freebridge Community Housing. This entire publication is under copyright, and is not to be duplicated or reproduced in any way without permission. Designed by: Danielle Warman | Printed by: Barnwell Print | Circulation approximately: 7,000

IF YOU NEED ANY HELP TO UNDERSTAND THIS NEWSLETTER PLEASE GET IN TOUCH.

WRITE TO: Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZTELEPHONE: 03332 404 444

We've recently been made aware that some mobile phone providers now charge for calling numbers beginning with 0333, if your provider is one of these you can also contact us on 0800 1691694 - which is free from all numbers.

Out of office hours our main number diverts to our 24 hour emergency service.EMAIL: [email protected] US AT: Juniper House, Austin Street, King’s Lynn, Norfolk PE30 1DZWe're open between 8:45am - 5.15pm (Monday-Thursday), 8:45am - 4.45pm (Friday). And closed on Saturdays, Sundays and Bank Holidays.HO

W T

O CO

NTAC

T US

WEBSITE: www.freebridge.org.ukFACEBOOK: www.facebook.com/freebridgeTWITTER: @freebridge

streets ahead ahead... · 2019-09-25 · support team. so here's egle, julie and sammy the...

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