5 How we seek and manage feedback
11 Fire door safety
3 Help with the cost of living
Autumn 2022
A simple idea that’s sparking conversations Welcome to the ‘chatty bench’
Introducing our new Chief Executive
Celebrating our competition winners
How to Be Connected
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Hello and welcome... …to Life, our resident magazine.
W elcome to the latest issue of Life, my first as Anchor’s Chief Executive. I have been with the organisation since 2014 and moved into my new role in August, having previously been Chief Financial Officer. It’s a time for new roles - a new Prime Minister in Liz Truss and, with the sad passing of Her Majesty The Queen, a new King. For many, The Queen was a reassuring constant and I have been very touched to hear residents reflecting on her life. The changes are happening against a cost-of-living crisis and many of the residents I speak to tell me about the pressures they face. We’re working hard to make our service as cost- effective as possible and support
residents, for example through our Be Wise service which you can read about on page 3. While much is changing, one thing that won’t is our commitment to providing homes where residents can love living in later life.
Sarah Jones Chief Executive Sarah Jones with Roland Lawar, artist and resident at Serica Court, Greenwich, who
donated the sculpture ‘African Rhino’ to be a lasting tribute to the Jubilee in the location's gardens.
Life magazine is also available online at www. anchor.org.uk/resident-publications, so you can enjoy reading it how and when you want to. Please speak to your local manager or our Contact Centre on 0800 731 2020* if you need audio or large print versions. Anchor is the trading name of Anchor Hanover Group, which is a charitable housing association with Send your feedback about Life magazine to: Life@Anchor.org.uk or write to: Life, Anchor, 2 Godwin Street, Bradford, BD1 2ST
registered society No 7843. Registered Provider No. LH4095. *There are several different phone numbers within this magazine. Calls to 0800 and 0300 numbers are usually free. Please check with your phone provider as charges for calls to other numbers may vary or be included within your call package.
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Help with the cost of living
W ith prices rising at rates not seen for decades, it pays to access all of the benefits and support you’re entitled to. This winter, those include: • An extra £300 Pensioner Cost of Living Payment paid as an automatic top-up to eligible households’ Winter Fuel Payment • Those paying an energy supplier directly will have bills automatically reduced by monthly instalments totalling £400, with eligible
households receiving a £150 Warm Home Discount automatically (without needing to apply) • Recipients of means tested benefits - like Universal Credit, Pension Credit and Tax Credits - will receive £650 in two payments • A one-off £150 payment for those on specific disability benefits • Water suppliers offer a cheaper social tariff to those with low incomes or on certain benefits - speak to your supplier for details
Getting help and support If you’re worried about paying your bills, rent or service charge, please speak to your local manager (if you have one), our Customer Centre on 0800 731 2020* or go online: www.Anchor.org.uk/Managing-Your-Money Here are some other free services available to you:
• The Money Wise service from our Be Wise team can provide information on saving money and benefit entitlement. Call them free on 0800 023 4477* or email BeWise@Anchor.org.uk • Step Change offer free and independent debt advice on 0800 138 1111* • Money Helper is a government-backed service offering free money and pensions advice on 0800 011379*
4 Win friends and influence people… W ant to help us keep improving? such as sustainability, communications and ensuring we’re
We’re always keen to hear residents’ views and have a wide range of ways you can Be Involved. As well as the satisfaction surveys mentioned on page 5, there are other ways to give us your view on where we’re doing well and where we can make improvements. We’re particularly keen to recruit to our RVP - Resident Voice Panel (previously called the Connected Club), a group of residents happy to provide more in-depth feedback. You don’t need to be online to get involved, as members of the RVP can respond to surveys or questions via post or email. And we do also run occasional virtual focus groups for online members. RVP members can also get involved in other groups such as the Residents’ Council and on topics
accessible and welcoming for everyone.
Residents’ Council Chair Ann Stephens says: “Joining Anchor’s resident groups can be really rewarding as well as an opportunity to meet new people - so I’d definitely encourage you to get involved if you can spare the time.” The RVP forms part of our Resident Voice strategy, which aims to ensure changes to our services are informed by our residents. If you’re interested in joining the Resident Voice
Panel, please call Resident Involvement and Wellbeing Officer Becci Lynch on 07483 911705* during working hours or email BeInvolved@ Anchor.org.uk
Be
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How we’re listening and acting
W e’re changing our customer satisfaction surveys to provide more opportunities for you to share your feedback. As well as conducting surveys more frequently and with more residents, we’re introducing new ones for our extra care housing communities and retirement villages and developing online surveys. We really value your feedback so please take part if our independent survey provider – Acuity - contacts you to find out your experience of repairs, planned works, using our OnCall service or our services in general. Our survey changes meet the requirements in the Tenant Satisfaction Measures (TSMs) launching next year and updated Housing Ombudsman’s Complaint Handling Code. Created following resident and colleague feedback, our Community Safety team, led by Community Safety Manager Louise Dean, will be supporting local housing managers handling complex anti-social behaviour issues.
The code’s new timescales for complaints are reflected in our updated two-stage Complaints Policy. These are: • Log and acknowledge - within five working days • Issue stage one response - within 10 working days of logging, and call the complainant within two working days • Second stage response – within 20 working days of response being logged Our Complaints Policy and details of how to submit a complaint or compliment are available: • From your local manager • On posters or leaflets at your location • By calling Customer Relations on 0800 7312020 * • Emailing Customer.Relations@ Anchor.org.uk • Online at www.Anchor.org.uk/ Feedback
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We’ve won the RSPCA’s Gold PawPrint award for our fourth year running, with our pet-friendly policies enabling many residents to enjoy the companionship of pets.
This summer, our judging panel had a fantastic array of nominations to review for our annual Loving Later Life Awards. Here are the winners chosen for making a real difference in their Anchor community:
The Greatest GRANDPARENT(S) Betty James , resident at Bridge Court, Berkhamsted, was nominated by her granddaughter: “She never stops and is always thinking of others before herself. She is 80 years’ young and does the shopping for her neighbours, works as a child minder and volunteers.”
Neighbour LIKE NO OTHER
Avid LEARNER
This award pays tribute to Mr and Mrs Burns at Wickham Court, Clevedon, for their neighbourliness, kindness and many things they do to support others in their community – from fundraising activities to helping those less able with shopping or trips out.
After making a short film on our Digital Voice Storytelling course, Heather Rowell from Hanover Court in Reading, is now creating another film showing others how to do the same. Heather also plans to help other residents with basic computer skills and filmmaking.
Mary Furniss from The Manor House care home in Harrogate, has mastered a special machine for those with significant eyesight problems, like Mary, to produce engaging content for the home’s monthly newsletter. Colleagues said Mary is an inspiration to other residents, proving a disability does not define who you are and, with assistance and determination, you can achieve good things.
Digital DYNAMO
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Pawsome PET
Fabulous FUNDRAISER
George and Mildred , budgies in residence at The Gables, Nottingham, won the award for their listening, participation in coffee morning and helping many residents tackle loneliness.
Jane Franklin a resident at Oaklands, Waterlooville has been jumping for charity, not just joy, to raise raised thousands for charity (see page 8).
Growing success We didn’t need to dig deep to find lots of blooming great entries for this year’s gardening competition. We awarded a number of runners up, as well as our four green-fingered winners: Best Basket and Tub Sandra Hambling – Hanover Court, Harwich Best Communal Garden Beamish Court - Stanley, County Durham Best Individual Garden
Dennis Roft – Pegasus Court, Abbots Langley
Best Fruit and Vegetables The Gardening Group at Earls Lodge , Manchester. “We work hard at Earls Lodge Gardening Group to maintain the gardens and promote healthy eating and healthy living. We realise that gardening improves your physical and mental health and this group has helped many residents during the covid period and continues to help today.” Celia Binns, the group’s secretary
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When it comes to hobbies, the sky’s the limit
T here’s no age limit for enjoying yourself, with later life being a good time to find new hobbies or challenges. Take our Fabulous Fundraiser Jane Franklin, (see page 7), with two sky dive jumps for charity under her belt.
in Willerby have written a book about the ferry Norland, covering its use during the Falklands War.
Celebrating Her Majesty Here’s a quick look back at how residents across our retirement communities and care homes celebrated the late Queen’s Platinum Jubilee. Fiske Court in Merton was one of thirty locations granted a £50 contribution from Anchor towards their celebrations.
Find more ideas through our Be Well programme at www.Anchor.org. uk/Be-Well or ask your local manager for details.
Betty Fegan, from Holly Court, Bootle, used her creative flair to create a knitted Queen Elizabeth and a menagerie of creatures for a sale supporting a local food bank.
Sounds like a great idea Residents and colleagues from our retirement communities and care homes are invited to join our virtual Together Choir. Whatever your singing ability, register your interest by emailing BeWell@Anchor.org.uk or calling 0752 3943501* during working hours.
And the celebrations were red, white and blue at Carlton Fold, Nottingham.
Thomas Henshaw Court care home residents in Southport planted a tree as part of the Queen‘s Green Canopy.
Residents Michael Wood and Reg Kemp from John Gray Court
Together choir
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Have a seat ‘Chatty’ benches are springing up all over the country. It’s a simple idea, where a sign is added to an indoor or outdoor bench, that shows those sitting there are happy to chat with whoever joins them. 150 of our retirement communities already have a chatty bench ready to invite more conversations.
Pals putting pen to paper After launching earlier this year, our Pen Pal scheme is already helping 70 residents make new friends. Introduced to help those without a digital device or who prefer letter writing to connect with others, the scheme’s helped Patricia Jenkinson, a resident at Lingford Court, Bishop Aukland, make a new friend. “After a number of weeks writing to each other, I am having great communication and friendship with my pen pal. We have moved onto emailing each other more regularly, which is much quicker to respond to.” Residents Sid and Carey trying out the chatty bench at Bradley House, Woodford Green with Scheme Manager Nadine Janota-Cobbina.
Book your place Our virtual book club gives residents and colleagues the opportunity to read and review different books together. Members buy a specified book, from Richard and Judy’s Book Club top picks, at low-cost from local supermarkets or online (audiobook versions are available) and then come together via Zoom or phone every six weeks’ to discuss the book. For more information about these Be Connected initiatives, contact our Resident Involvement and Wellbeing Team by calling 07523 943501* during working hours or email them at BeWell@Anchor.org.uk
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A recipe for success
F ood plays an important part in our lives and in our care homes, where we pride ourselves on the quality and choice of the catering we provide to our residents every day. To showcase and challenge our colleagues producing nutritional, great tasting, and exceptionally presented meals, we hold an
annual Chef of the Year competition. Deputy Chef Manager Sam Mellish, from our Moore Place care home in Esher, is this year’s winner and used feedback from his home’s residents to develop winning dishes for the competition.
We regularly have welcome offers for existing Anchor housing residents moving into our care homes. For details, please contact Rachel Dodd-Smith during working hours on 07483 946072* or email Rachel.Dodd- Smith@Anchor. org.uk
Here’s a tasty and cost-effective one-pan recipe from Noel Finnegan, our Catering and Hospitality Manager. Mushroom pasta (Makes three portions) Four cloves garlic (chopped) Two tablespoons of butter or oil 250g peeled and sliced mushrooms 250g uncooked pasta 500ml vegetable stock Salt and pepper 1. Sauté butter or oil and garlic in a large saucepan over a medium heat for two minutes 2. Add mushrooms, pinch of salt and pepper and cook until softened and edges slightly browned 3. Stir in the pasta and vegetable stock, bring to the boil with the lid on
4. Stir again, reduce the heat and simmer, stirring occasionally, for 10 minutes or until pasta is tender 5. Serve immediately - cool and freeze leftovers to enjoy another day
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Resident Update
O ur Be Me programme is looking hard at our services to ensure they’re value for
Offer document setting out our vision for what our housing service for the coming years should be. Over recent months, we’ve shared this with more residents and colleagues and we’re now using their feedback to shape the finalised service. Once we know what that service should be, we’ll move on to looking at what systems, processes or structures we need to deliver it.
money, affordable and can meet the needs of our residents of today and tomorrow. We’ve been using the service principles we’ve established to engage with residents and colleagues across our retirement communities, to produce a draft Service
Residents taking part in a Be Me service offer feedback workshop at Oakfield Court, Sunderland
The importance of fire doors F or those living in apartments, front doors and • Must close firmly onto the latch without sticking on the floor or frame
conducted by our Health and Building Safety team during Fire Risk Assessment and survey. Recommendations following the Grenfell Tower Inquiry will change the frequency of some checks in the next year, when Fire Safety (England) Regulations 2022 take effect.
other communal fire doors are essential in preventing or reducing the spread of fire, smoke, and toxic gases. To ensure fire doors work properly, they: • Should not be wedged open
• Must not have their self-closing devices tampered with • Should have any faults reported immediately Our local managers regularly check communal fire doors, with checks on apartment front doors
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Taking pride in everyone
I n August, LGBT+ Group residents, colleagues and Sarah Jones, in her first week as Chief Executive, came together for an in-person resident involvement event. LGBTQ+ issues, raising awareness of the group with LGBTQ+ residents and our Be Me Service Offer were all discussed, as well as the LGBT+ Group renaming to
community - New Larchwood, in Brighton. Lauren said: “It’s the 50th anniversary of the first UK Pride and it’s important we celebrate the great strides made, while remembering there’s still work to be done. Anchor strives to provide an environment where everyone can openly be themselves, rather than hiding their sexuality or gender identity.”
the Resident Rainbow Group and referring to LGBTQ+. Marking pride at New Larchwood Sarah Jones, Bob Green, former Chief Executive of Stonewall Housing, and Lauren Gill, Chair of Anchor’s Rainbow (LGBTQ+) colleague network, were some of the attendees at an event at our first LGBTQ+ affirmative extra care
A welcome call for all Re-engage provide a free telephone befriending service for older people and have now launched ‘Rainbow Call Companions’ – an additional service for older lesbian, gay, bisexual, transgender and others (LGBT+) people, with calls made by volunteers from the LGBT+ community. If you live alone and would like a regular, friendly phone call, ask your local manager or our Contact Centre on 0800 731 2020* to submit a referral for the original or Rainbow call companion service.
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