Halloways Grove - Two Castles Housing Association

Our New Homes by the Sea
– Halloways Grove at Whitehaven.
Read what one resident thinks about living there on page 34 and see page 38 for more about recently built new homes.
The Latest on How to Contact Us…see page 5 - 6
The Policy Page - New Handbook for Leaseholders …see page 8
The Sponsors’ Page – Elliott Johnson…see page 13
Do you have Home
Contents Insurance?
Want to avoid having to fork out for new furniture and
furnishings for your home if something goes wrong?
Regional Housing Manager Stephen Soars said: “We strongly
advise all residents, tenants and leaseholders, who do not have
contents insurance, to cover themselves against potential loss if
something unforeseen happens.”
And to make it easier for you, Two Castles has renewed its
contents insurance agreement, which offers low cost cover to all
our residents, with Marsh UK / Royal Sun Alliance until January
2015.
Stephen added: “While Two Castles already has buildings
insurance for all its properties, this does not cover damage to or
loss of residents’ belongings. The recent storms and flooding show
it’s not worth thinking you might be able to get away without taking
out some protection.
“We believe the policy offers good value for money for residents
when weighing the costs against the amount of cover offered. In
fact for 2014, while the level of cover remains the same, the cost
of the premiums has reduced slightly.”
In addition to the basic contents insurance cover, any resident can
make a separate arrangement to include accidental damage, and
to add personal belongings, wheelchairs, garden sheds, huts or
garages.
What’s more, if you do have an incident and have to make a claim,
there is no policy excess to pay.
To find out more about the scheme, please contact Customer
Services or your local housing office.
2
Inside your
spring
Fanfare…
Page 5 & 7 New Ways to Contact Us
Residents’ Panel News
Page 8 - 9 The Policy Page:
Leasehold Review
Page 10 - 12 Meet the Teams –
Property Services
Page 13 - 15 The Sponsors’ Page
Page 16 - 17 Money Matters
Page
18 Meet the Editorial Panel
Page 19 - 20 Getting Online
Page
21 Residents’ Scrutiny
Panel
Page 22 - 24 Equality and Diversity
Page 25 - 29 Residents’ Stories
Page 30 - 34 Our Scheme
Page
35 Long Service Awards
Page
36 Staff changes
Page 39 - 41 Property Services News
Page 41 - 44 Sheltered Scheme News
Page 45 - 46 Raising Money for
Charity
Page
48 Cookery Corner
Page
49 Sudoku and Wordsearch
Page 50 - 52 The Back Pages Information & Contacts
A touch of spring at Bank Top
Hamlet in Whickham. Picture
by resident Anne Gibbons.
Wanted:
Your
Stories!
We’d like to hear your
stories! Please send us
your story ideas,
poems, photos, recipes,
a letter to the Editorial
Panel or anything else
you would like to be
considered for Fanfare.
See Sending
Information to Fanfare
on page 52.
3
Kendal Office Reception Closes
Our office at Kendal is no longer open to the public, as a
result of a review of how we provide our service in the
South Lakes and North Lancashire area.
Regional Housing Manager Stephen Soars explained: “Our office
at Angel Yard, Highgate, Kendal, was previously open to the public
between 9 am and 1 pm, Monday to Friday.
“However, because both residents and potential customers were
choosing to contact us by other means (chiefly by telephone, but
increasingly by email), there were very few personal callers to the
office.
“We had already consulted with our residents in the South Lakes
area in 2012 about whether they preferred to visit the office or
contact us by other means.
“As a result of their feedback and changes within the Association,
particularly the introduction of the Customer Services Team, the
decision was taken to close the Kendal office.”
Stephen added: “Our Housing Officers, however, continue to work
from there and are happy to make arrangements to visit residents
at home.”
Their direct telephone numbers are: Toby Denney (01539) 792 960
and new staff member Katherine Whitfield (01539) 792 962 (see
staff changes on page 36)
Alternatively, you can contact our Customer Services Team on:
0800 085 1171 (free from landlines) or 0300 123 1747 (local rate /
low call charge from a mobile), by email at:
customerservices@twocastles.org.uk
or via our website: www.twocastles.org.uk
4
Residents’ Portal on its Way
Our new residents’ portal, allowing you to make rent and
service charge payments and view your accounts online, as
well as contacting Two Castles whenever it suits you, will be
up and running in April.
The portal, which is an interactive web service, will also allow
residents to report and check the progress of repairs, update the
information Two Castles holds, such as contact details, view their
tenancy details and leave messages for staff to get
back to them.
Housing Services Director Dave Armstrong
(pictured) said: “There has been a delay in
getting the portal running from the time we
promised, but this is because we needed
more detailed consultation with residents.
“We have been working with a group of
residents, interested in information
technology, on a draft portal to try it out.
We wanted to take their suggestions for
improvement on board before going live with it and we also
wanted to make sure we were all set up to handle the payments.”
The portal allows you to create your own user name and password
to access and manage your account. All you will need is your
tenancy reference (please contact us if you don’t have it).
More than 1,500 residents, who like to use mobile phones, are
already registered with our new text messaging service, which
went live last autumn. We’d like to encourage other residents with
mobile phones to use it.
You can use text messaging to:
• Report a repair • Request your account balance
5
• Ask for your Housing Officer to call you back.
To register, simply text ‘REG’ to 07554 654 900 or call us on 0300
123 1747.
Many residents are also already enjoying the
convenience of making payments by direct
debit, which takes the worries away of ensuring
rent and service charges are paid on time.
If you’re considering paying by direct debit,
please contact our Customer Services Team
on 0800 085 1171 (free from landlines) or
0300 123 1747 (low call charge from mobiles).
They will take details and our Finance staff will
get in touch to set up payments that suit you.
Contacting us by
text
Dave added: “The new facilities are giving our residents more
choice in how they make their payments or how they access our
services. They are in addition to the existing ways of contacting
us.” Please see our website: www.twocastles.org.uk for more
information.
What the new residents’ portal will look like.
6
Residents’ Survey on its Way
A sample of residents will be receiving the 2014 Survey of
Tenants and Residents (STAR survey) later this year.
We had intended to do a mini questionnaire last year to check
residents’ satisfaction levels with our services, but decided to opt
for a full survey instead in the coming financial year. If you
receive a survey form, please complete it and send it back to us.
Housing Services Director Dave Armstrong said: “The information
is invaluable in giving us feedback from our residents to help us
decide how we can best use our resources to provide
future services.”
Residents’ Panel Update
The next Residents’ Panel meeting will be held in
Hexham on March 27.
Members will be asked to confirm if they’d like to increase
meetings from two to three times a year, which was
suggested at the last meeting in 2013, to strengthen the
Panel’s voice in the work of Two Castles. The suggestion is
that meetings will now be held in the spring, summer and
autumn.
Involvement and Equality Officer Steve Harrison will be
reviewing the members’ database of the Residents’ Panel
over the next few months. Steve said: “As well as contacting
all members to bring their contact details up to date, we’re
also trying to reestablish who wants to attend meetings, who
would like to be involved in the various sub-groups and those
who require information updates only.”
Residents’ Panel members are also planning to fill the
vacancy of Vice-Chair of the group.
7
The Policy Page
Leasehold Handbook Complete
Our new Leasehold Handbook is now complete and
available to all leaseholders on our website.
And the first meeting of the new Leasehold Residents’ group will
take place on April 30. The group was set up as a result of the
recent review into leasehold policy that involved 22 of our
leaseholders and led to the preparation of the new, comprehensive
handbook.
The group will meet twice a year and any leasehold resident who
is interested in joining it is invited to contact Involvement and
Equality Officer Steve Harrison (see page 50 for contact details).
Regional Housing Manager Barry Moore, who led the review
group with North East Leasehold Housing Officer Cheryl Moody,
thanked all leaseholders involved for their work.
Barry said: “The new Leasehold Handbook has 15 chapters which
cover matters important to leaseholders. It addresses the issues
raised by them in the last Survey of Tenants and Residents (STAR
survey).” Among the areas covered are:
Types of Lease – including Leasehold Schemes for the Elderly,
Shared Ownership Lease for the Elderly, Shared Ownership
Lease, Rural Shared Ownership Leases, Improvement for Sale
Leases and Right to Buy and Right to Acquire Leases.
The different types of lease allow varying percentages of
ownership of houses, bungalows and flats between our residents
and Two Castles and may have conditions of ownership and
conditions of sale of the properties, as well as provision of
Resident Managers and emergency call systems for the elderly.
8
Rent and Service Charges – there may be a need to pay rent, as
well as a service charge, depending on the type of lease and the
percentage owned by the leaseholder.
The lease states
the service charge
items that apply
and may include
insurance,
landscape
maintenance,
communal
lighting, cleaning
and window
cleaning, central
heating
maintenance
and general
maintenance.
Cheryl Mo
od
Leasehold y and Barry Moore
with the n
Repairs and
Handbook
ew
extracts.
Maintenance – as a
general rule, leaseholders are responsible for
all internal repairs to the property and leaseholders pay for the
cost of repairing and maintaining some external items which the
Association arranges to have carried out.
Alterations and Improvements – all leases have clauses relating
to leaseholders’ rights to request alterations and / or improvements
to their properties. The Leasehold Handbook is available online
from the website: www.twocastles.org.uk However, if
leaseholders would like a printed copy, please contact Customer
Services.
9
Meet the Teams - Property Services
Our Property
Services team
has recently been
restructured to
respond better to
the needs of
our residents and
to make it more
efficient at
meeting future
challenges.
Our development section, from left to right, are
Development Assistant Justyna Moore,
Property Services Manager Greg Denwood
and Project Manager Lisa Hogarth.
The 18 strong
team (with 15
staff working to
maintain existing
residents’ homes and three staff working on the development of
new properties) aims to provide the same high quality service
across the whole of Two Castles.
Our asset management (planned
maintenance) section, from left to
right (back row) are: Student
Property Surveyor Jack Christie,
Property Surveyor Derek Turnbull,
Project Assistant John Anderson
and Assistant Property Services
Manager Steve Plemper. From left to
right (front row) are: Property
Surveyor James Allen, Special
Projects Surveyor Michael Waggett
and Student Property Surveyor Thai
Tran.
1 0
It is led by Property Services Director Rob Brittain. Property
Services Manager Julie Cuthbert heads all maintenance functions,
with the support of two Assistant Property Services Managers
(APSMs). Steve Plemper is the APSM for asset management,
while David McKenna is APSM for day to day maintenance.
Included in the 15 maintenance staff are two Student Property
Surveyors, working for us in their work placement year from
university, and one temporary Special Projects Officer, working on
energy efficiency projects.
The development section, which hasn’t been affected by recent
changes, is managed by Property Services Manager Greg
Denwood.
Rob said: “The changes are helping us in our task of delivering a
high quality, customer focused property service.”
Day to day maintenance includes:
• Responsive or breakdown repairs
• Gas servicing and repairs
• Before and after inspections of repair work
• Regular testing, such as electrical, fire alarms, smoke detection
and water safety
• Regular painting
• Work to empty properties
• Grounds maintenance.
Asset management includes:
• Planned replacement of parts of residents’ homes, such as
kitchens, bathrooms and heating systems
• Significant redevelopment of existing properties
• Green technology and energy efficiency
• Adaptations to help people with disability and mobility problems
• Asbestos management
• Fire risk assessments
1 1
• Stock condition
surveys and long
term maintenance
planning.
Development
includes:
• Building new
properties
• Significant
redevelopment of
existing properties.
Our day to day maintenance section, from left to right,
are: Property Surveyor William O'Brien, Property Services
Manager Julie Cuthbert, Maintenance Assistant Helen Studholme,
Systems Assistant Stephanie Allan, Assistant Property Services
Manager David McKenna and Property Surveyor Christine Little.
Inset picture, Maintenance Assistant Amie Keethlo, while another
Maintenance Assistant Ruth is not pictured.
1 2
Sponsored Page – Elliott Johnson
We’re delighted to give a platform to another of the companies we
work with – this time consultants Elliott Johnson, the sponsors of
this page in Fanfare. The sponsored page was suggested by our
Editorial Panel as a way to offset some of the costs of producing
your magazine.
Who is Elliott Johnson?
Elliott Johnson is a consultancy, providing a wide
range of professional building surveying, design
and asset management services (looking after
properties). It was set up in 2005 by Rob Johnson.
Rob started his career as an apprentice joiner
for a local authority before progressing to
joiner, then becoming a surveyor (getting
qualifications part time while working).
Before starting Elliott Johnson, Rob
headed another housing association’s
property services team.
Managing Director
Elliott Johnson works for both regional and
of Elliott Johnson
national housing associations, specialising
Rob Johnson.
in providing individual technical and
forward looking solutions.
Rob says: “We strive to provide excellent customer service,
based on our wealth of experience of managing properties,
together with our knowledge of the construction industry, to
ensure that we add value to our clients’ business operations.
“We have established relationships with local universities and,
working with them, we will soon be offering technical surveyor
training to our clients in addition to our normal services.”
Elliott Johnson now has 12 qualified surveyors, together with
support staff, and is currently in the process of moving from its
1 3
office in Rowlands Gill to a newly built one in Hebburn on South
Tyneside. As well as having extra space, it will offer a training
room.
Working with Two Castles
Elliott Johnson has worked with us for the last five years on
many different aspects of our business – including residents’
homes – to improve services and bring value for money. It has
meant working with residents in general and in small groups.
The projects have included:
Helping to obtain better value on grounds maintenance
services – Residents were actively involved through giving
their views on the existing service and requests for future
improvements. Once the way forward was agreed, Elliott
Johnson was involved in drawing up a shortlist of competent
contractors, and the tender process.
New service delivery targets – Again our residents were
closely involved in the project, which now allows them to make
an appointment with a contractor at the time they report a
repair. The new system is already running in the North West
and will soon be complete in the North East.
Asset Management Strategy – Working with Two Castles,
including residents, staff and Board members, on the needs,
value and future maintenance programme of our properties.
Stock condition surveys – Giving building surveying guidance
to the planned maintenance team, especially our students on
work placement to ensure surveys are carried out in a
consistent way.
1 4
Health and safety advice on new schemes – Ensuring
work is carried out safely on building sites.
Fire risk assessments – Carrying out surveys of
communal parts of buildings at our schemes to identify
potential fire risks and ensure safety measures are in place.
Rob Johnson talk
ing residents abo
ut the
grounds mainten
ance review.
1 5
Helping You With Money Matters
Two Castles’ Financial Inclusion Officers have helped
dozens of residents experiencing money problems during
these difficult times. Their assistance with housing benefit
claims alone has helped residents win backdated sums
amounting to thousands of pounds.
The first anniversary of the under-occupancy charge, known as the
‘bedroom tax’ – where housing benefit claimants lose either 14 or
25% of their benefit if they have a ‘spare’ bedroom in their homes
– comes up on April 1.
The Financial Inclusion Officers have given help and support to
many of our hundreds of tenants affected by it, including help with:
• Downsizing – working with housing management staff to help
those tenants who decided to downsize as a result of welfare
reform (though most decided they wanted to stay in their homes)
• Discretionary
Housing Payments
(DHP) – helping
tenants complete
forms to claim for
this top-up to
housing benefit for
households in
financial difficulty. In
many cases DHP
has made up some
or even all of the
rent shortfall due to
‘bedroom tax’.
1 6
Flashback to last year’s road show, where
Financial Inclusion Officer Dan Colley, left, is
pictured talking to North West residents.
They have also helped residents who are not affected by the
welfare reforms during the year, including:
• Arrears – providing help and support to tenants in arrears with
their rent and making applications to local authorities’
Homelessness Prevention Funds
• Fuel poverty – helping residents with billing problems as well as
technical issues with new heating systems, and working with
residents in groups looking to switch to cheaper energy suppliers.
The two Financial Inclusion Officer posts, one based in the North
West and one in the North East, were established two years ago
to help residents make their money go further in the current
climate.
Housing Services Director Dave Armstrong said: “They will
continue their work over the next year and we will use Fanfare to
promote the work they are undertaking with all our residents.”
Please contact us if you think you could benefit from their help.
1 7
Want to Join Our Editorial Panel?
We are hoping to increase membership of our Editorial
Panel that meets four times a year to agree the stories
you read in your Fanfare magazine and look at how we
can improve the visual appeal of our quarterly publication.
We’d especially like to hear from anyone interested in how
Fanfare is put together from the North East. If you’d like more
information, please contact Involvement and Equality Officer
Steve Harrison.
We usually bring our North West and North East residents
together at the meetings through video conferencing at our
offices in Paternoster Row in Carlisle and New Bridge Street,
Newcastle. Meetings are held in January, April, July and October.
Readers will know that the look of Fanfare has changed quite a
lot over the last few years to try to make it more appealing to
our residents.
Most of the changes have come through the work of the
Editorial Panel that was set up in 2010 to involve residents more
in their own magazine. The group is also involved in proof
reading Fanfare before it is printed.
Editorial Panel members at work on this edition of Fanfare.
1 8
Getting Online – How it can Help You
In the last few issues of Fanfare, we have given you
information to help you stay safe online,
particularly on how to avoid being
conned, with the
help of our
Business
Systems and
Technical
Information
Manager Peter
Stockdale.
(Pictured)
But the internet is also an extremely valuable resource in our
homes that we can use to help save money, make our lives easier
or enrich them in a variety of ways. Peter, who enjoys running in
his spare time, said: “I recently used the internet to find and book
a 10k (kilometre) run in Edinburgh. It was essential in helping
me find out more about the event, how to get there and also
training tips in getting ready for the run.
“Information from websites helped me find a good value bed and
breakfast close to the event. It was also nice, after the run, to
share some pictures on facebook, so friends and family, both close
to home and also further afield in Ireland and New Zealand,
could see what I have been up to.”
These are some of the ways in which being online can
help you:
• Saving money – many items are cheaper online and price
comparison websites can help you find the best deals
1 9
• Convenience – you can get shopping delivered to your door,
renew your car tax online in a few minutes, access national and
local government services and do everyday things, such as
making a doctor's appointment
• Communication – stay in touch with family and friends and
meet new people with similar interests
• Keep in touch with Two Castles – via our new residents’ portal
(see page 5)
• Get answers - find ideas and information on just about anything
• Learn - take online courses through distance learning and gain
qualifications up to degree level
• Self-esteem - learn a new skill at any age, including one that
may be useful for employment
• Stay ahead of the game - get news almost instantly and find job
adverts as they are posted
• Be found - if you are looking for a job or just want a voice, you
can post your CV online or write your own blog
• Share - post your photos online so other people can see them,
join forums and websites to discuss the things that interest you
or organise a community group or event.
Getting online can be particularly useful for residents who live in
rural areas, people who find it more difficult to get out and about,
those whose friends and family live a long way away and anyone
looking for new skills.
In fact, many of the things you may find harder to do can all be
done online, such as shopping, filling in forms and making
appointments, chatting or sending and receiving photos.
We are working with our partner organisations to try to identify the
best ways to help our residents get access to online facilities.
2 0
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2 1
Happiness in Cumbria for Polish Family
Gaudium - Latin for happiness – is the name one of our
Polish residents has chosen for his care company, but it
also sums up his family’s feelings for his new home and life
in Cumbria.
Occupational therapist
Mariusz Waluk moved to
Britain in 2005
after he successfully applied
for a job through BUPA care
homes. He’d planned to work
in either Manchester or
London and was very
surprised to be given
Cumbria.
He admits: “I was unsure
about coming here as I didn’t
know what it would be like.”
What was completely
unexpected was the
Cumbrian accent and local
dialect.
“It was like learning another
A happy Mariusz pictured with his
language all over again,” he
partner Joanne and son Justin.
says. He had no idea
what:“Ah’s gan yam!” (I’m going home) meant. He was also
mystified when people greeted each other with: “Aright?”
“In Poland, if people asked me if I was alright, I would say: ‘Is my
face blue? Do I look ill?’ as we simply say ‘hello!” However,
Mariusz, who now knows the Cumbrian ‘yan, tan, tither’ (one, two,
three), says he could go back to Poland and teach his old English
tutor how to speak English!
2 2
But he has no plans to do that as he loves living in Cumbria with
his partner Joanne, and their children, daughter Olivia, 11, and
three-year-old son Justin. He says he prefers the way of life there
to cities and wants to stay in Britain. “My family like it here, we feel
it is very safe for our children,” he added.
Since moving to the county, Mariusz has worked for the NHS
rehab, care homes and the Eden Community Response Team.
He started Gaudium to provide dementia care at home and care
centres as he is passionate about quality care and specialises in
supporting older people.
He was in another rented property before he applied for his Two
Castles home through Cumbria Choice Based Lettings (CBL). He
described the process as “quick and easy” and added: “Two
Castles has been completely professional with excellent
communication and everyone has been very supportive.”
Olivia mixes very well with her English friends at school and Justin
will soon be starting a pre-school nursery. Mariusz says he’s
“growing up more English than Polish”.
They’ve had visits from friends and family in Poland. “We have
shown them around the local area and the Lake District, which
they all loved and think, is beautiful.”
As an immigrant, he’s only experienced “a few minor problems” in
Britain and is very positive.
2 3
Equality and Diversity Strategy
New members of Two Castles’ staff have attended
equality and diversity training sessions recently to ensure
they are up to speed with our policy.
Meanwhile, our new Equality and Diversity Strategy has been
published on our website for all residents and potential new
customers to view. It has also been made available to all staff
members with the Equality and Diversity Annual Report, the
action plan and the updated staff handbook.
Other equality and diversity initiatives from the action plan,
highlighted in Fanfare last time – ensuring we hold customer
profile information for at least 80% of our residents to provide
services to cater for them, completing Equality Impact
Assessments for all appropriate new policies and policy reviews
and promoting equality and diversity issues with our contractors
– are ongoing.
In line with our strategy, Two Castles is, among other things,
committed to:
• Increasing and using our understanding of our customers
• Improving the accessibility of all our services and empowering
our residents
• Researching and developing good practice and innovation in
equality and diversity
• Monitoring our services, staffing and employment in relation to
diversity issues and acting to reduce any evident unfairness.
2 4
Jack’s Still Waiting for His War
Medal After His Career on the
High Seas
It’s almost 70 years since
the end of the Second World
War, but one of our residents
is still looking forward to
receiving a prestigious
medal to commemorate his
service!
Jack Dix served on the Arctic
convoys taking supplies through
dangerous and icy waters to
Jack with his war medals.
Russia. And while he has already Picture by resident Pamela Bill.
been decorated with other medals,
he has had to wait many years for them too.
He explained: “In 1985, 40 years after the end of the war, the
Russian Federation struck a commemorative medal The Russian
Convoy Medal for naval personnel who served on the Arctic
convoys. It was 1994 before the Queen granted permission for
the medal to be accepted and worn by British citizens in the
light of changed circumstances in Russia.”
It took another 11 years for the British Government to issue a lapel
badge - The Arctic Emblem – in 2005 and after many protests,
the Government produced The Arctic Star, a campaign medal,
for service on the Murmansk and Archangel convoys.
The reason for the delay, says Jack, of Kirkbeck Close in Carlisle,
is that the British Government did not recognise the Arctic as
being a war zone.
2 5
He has recently been told by the Russian Federation that he has
been awarded Russia’s Medal of Ushakov, given to Arctic convoy
veterans for their heroism and courage shown in the 1939 – 45
war, but still doesn’t know when he will receive it.
From Sick Berth Attendant to one of the country’s first male
hospital matrons! That has been the unusual career path of Two
Castles resident Jack Dix, a veteran of the 1939 - 45 War and
in particular, the Arctic convoys that carried supplies to Russia.
After training as a psychiatric nurse at a hospital near Warrington,
he joined the Royal Navy in 1941. At the offshore base at Cosham,
he met another young midshipman called Philip Mountbatten, who,
like his colleagues did odd jobs and fire watching duties. Prince
Philip was yet to be given the title Duke of Edinburgh or marry the
Queen.
“We were all nobodies until we got to the drafting stage,” said
Jack. “We didn’t know the world, we were all kids and had to mix
in together. I only knew him very vaguely. No-one really made
great friendships until later on,” he added.
Following training, he joined HMS
Bulldog and started his two years’ service
offering protection on the Arctic convoys.
“Living quarters were cramped, but
everyone was happy. The doctor and I had
complete freedom to go anywhere on
board, though protocol was important and
strict.
Jack as he was
and HMS Bulldog,
the ship he served
on during the Arctic
convoys.
2 6
“Our food was rationed, the same as for civilians. It would often be
boiled rice and peas for our main meal and ships’ biscuits. Jam
was considered a luxury and desalted water for drinking and
washing was at a premium.
We were never fully aware what our missions were about or what
exactly was being carried in the convoys.
“It was a very rough time and very, very cold. We didn’t have warm
clothing and waterproofs were passed on as the watch changed.
There was danger all the time from icebergs and the enemy.
I remember being on the quarter deck and seeing a torpedo
surface, though it was a long way off.”
After the war, he become Matron at the Christie Hospital in
Manchester. Now a widower with a daughter and two
grandchildren, he moved to Carlisle when he retired.
Be Inspired by Our
Gardens!
You might not have got
any further than venturing
out into your garden to
feed the birds or browsing
through catalogues and
gardening books. But if
you’re looking for some
inspiration for summer,
this is a reminder of
summer blooms at one of
our sheltered scheme
gardens – Bishops Close
at Carlisle.
2 7
Joseph Finds His Feet
As Fanfare was going to press last time, we told you about an
eight-year-old boy many Two Castles’ schemes have taken
to their hearts, who was having an operation to give him
the chance to walk.
The operation for Selective
Dorsal Rhizotomy (SDR) at
Leeds General Infirmary proved
a success and Joseph Hill
started his year with intensive
physiotherapy in Scotland to
help him do what most children
take for granted.
His grandma Carol Sharp of
Brownsea Place at Gateshead
said: “He isgetting around with
sticks, like a tripod, and has more
movement than he’s ever had. His
physiotherapist says she’s really
pleased with him because his
muscles are starting to develop.”
It was Joseph’s New Year
resolution to try everything the
best he can, while his long-term
aim is to walk without any aid.
is feet
Joseph, on h
The target of raising £40,000 to
pay for his operation that wasn’t
available on the NHS and the followup physiotherapy has been reached
with a number of Two Castles’ schemes
holding events and raising more than £1,000 for the fund.
2 8
Joseph, who suffers from spastic diplegia, a form of cerebral palsy
that mainly affects lower limbs, lives in Yorkshire with his family,
but has been a regular visitor to Brownsea Place over the years.
The family invited Scheme Officer at Brownsea Place Dianne
Casey down to see him after his operation. “It was just amazing.
He was able to get up and down the stairs with the help of the
banister, where he’s had to be
carried before. It’s slow progress,
but up until now, it’s been more of
a success than we could have
hoped for.”
Dianne added: “We just can’t
thank people enough for their
kindness in making it happen.”
Joseph little boy
with a
BIG figh
ting spir
it
2 9
Jewels in the Crown
– Castle Close, Whickham
One North East
resident doesn’t
need the crown
jewels – she has
her own jewel
within her home
and that’s a
dedicated
bedroom!
Evelyn Horsburgh
is one of many
very happy
The entrance to Castle Close at Whickham.
Whickham
residents who moved back into Castle Close a year ago after a
major refurbishment of our sheltered scheme.
The 22 flats at Castle Close, providing a mixture of two and
one-bedroom accommodation, have been remodelled with a
complete makeover, including new layouts, kitchens and
bathrooms to meet 21st century living.
Evelyn, who has lived at Castle Close for a total of 12 years,
continued: “Before the work, I had a bedsit with one main room.
Now I have a proper bedroom and a walk-in shower. It’s just great
the way they have done it and I still love it,” she said. “My
daughter-in-law says it’s like coming into a hotel.”
She added: “I have my own little patio outside. It’s been relaid and
I’m also close to another communal patio. The paving outside is
3 0
absolutely beautiful. It’s nice and quiet, but if I need company, it’s
there.”
“Brilliant” is how a very happy Joan Searle describes her
refurbished flat at Castle Close, where she moved to 14 years
ago. She loves her new kitchen, bathroom and patio door that
brings the outside in on fine winter days, as well as summer ones.
“It’s absolutely lovely and Joan (O’Neill, Scheme Officer) is
brilliant. There’s nothing I can say against this place. Both my
daughters say they feel I’m safe living here and feeling safe gives
you confidence.”
Margaret Hopkins is another satisfied customer, who has lived
there for 14 years. The flat is ideal,
we have a lovely Scheme Officer
and I’m still very happy,” she said.
“I like the extra bedroom. It’s handy
for my son when he comes up from
Manchester.”
Castle Close’s ‘twin’ scheme,
Tindale Drive in Whickham, had a
similar extensive refurbishment
carried out last year as part of the
second stage of the joint investment
project that has been running, as
planned, over the last two years.
Tindale residents are now back in
their homes. See pages 40 - 41 for
their stories.
Happy residents at Castle
Close are, from left to
right, Margaret Hopkins,
Joan Searle and
Evelyn Horsburgh.
3 1
A “Perfect” Home by the Sea
– Elsinore Close, Fleetwood
Two minutes away from Elsinore Close at
Fleetwood and you can enjoy a lovely
walk, the beach and promenade, a view
across the bay and the scent of sea air.
The “beautiful setting” and the “nice little
community” are a large part of the appeal
for George and Mildred Barker, a couple of
the newer residents of our North West
leasehold scheme by the sea.
Elsinore Close at
Fleetwood.
George added: “We have one of the best
gardeners here you could get. They are
lovely flats and it’s quite a sociable
scheme.” It’s quickly become home as the
Barkers used to live just a few streets away.
Built in 1990 to provide 27 two-bedroom flats for the over 55s, and
accommodation for a Resident Manager on site, it’s proved a
popular scheme.
Elsinore Close is “perfect” for residents Walter and Rose Ansell
who have lived there for the last four years. Walter, who also
enjoys walking by the sea, said: “The flat is just the right size for
two people, the gardens, window cleaning and maintenance all
work well. Any small issues we’ve had, we’ve rang Two Castles
and they’ve been resolved.”
His wife Rose added: “We like it here because it’s peaceful and
safe and our Resident Manager (Debbie Ethell) is always there
for us. We used to live on a busy street and ran our own
3 2
business, so we’re enjoying the change of pace.”
One of Elsinore’s longest standing residents Betty Smith, who has
lived there for 23 years,
said: “Moving in here
was the best thing I ever
did. I have no steps, it’s
Some Elsinore
lovely and warm and
Close residents.
reasonably priced to run.
I had a big house with a
big garden before.
“I love it. You’re not far
from everything and in
the summer, it’s just
perfect with the gardens
all taken care of. It’s nice
to know there’s a Resident Manager here.
That’s what my family like about it,” she
added.
Her neighbour Norma Grainger has lived in
her ground floor flat since 1996 and her only
regret is that she didn’t move into Elsinore Close earlier! “I have
help to do the cleaning and my daughter does my main shopping,
but I can get out to the shops and to change my library books in
my electric buggy. I’m a lady of leisure and I’ve always been
happy with Two Castles,” she said.
3 3
A New Dream Home at the Coast
Our new development at
Halloways Grove in
Whitehaven came
at just the right time for
mum of three Donna
Vaughan.
“I had nowhere to live as
the house where I lived
before was being sold,”
explained Donna, who
A delighted Donna with her son Jensen. has two daughters,
Brogan, 18, Demileigh,
13, and one son, four-year-old Jensen. “I was so pleased to get
this house and the staff were really helpful. I absolutely love it.
I will never move again. That’s it!” she added.
Donna also has a couple of friends nearby, while Jensen is
looking forward to the better weather so he can play out.
Halloways Grove has 16 rented properties - eight twobedroom
and eight three-bedroom family houses. Donna and her children
live in one of the three-bedroom homes.
“I love the way it’s been built,” she said. “You couldn’t fault the
gardens, the kitchen is fabulous and spacious, all the bedrooms
are a decent size and it’s lovely and warm. It’s also off the road
and very safe for children. It’s a dream come true!”
3 4
Long Service Awards
Our Chief Executive Stephanie Murphy was recently presented
with her Long Service Award for 20 years’ service to Two Castles.
Stephanie has been
responsible for overseeing
the Association's delivery
of high quality, affordable
homes and services for
local people across the
North since taking over
the Chief Executive's post
eight years ago.
She said: "I am really
pleased to receive this
Chief Executive Stephanie Murphy and
Long Service Award from
Chairman of Two Castles Michael
Two Castles. I have
Johnson.
thoroughly enjoyed the last
20 years and look forward to future challenges with the company.
"Two Castles is an excellent place to work and everyone here has
worked hard to help make it the leading provider of affordable
housing and services to residents that it is today. I am proud to
have been able to make a contribution to this, with my colleagues,
over the last 20 years."
Congratulations also go to Property Surveyor Christine Little and
Finance Officer Elaine Byers, who have each received their 15
years’ Long Service Awards, and to the following six members of
staff who have received Long Service Awards for ten years Regional Housing Manager Stephen Soars, Housing Officer Karen
Cracknell, Housing Assistant Brenda Hodgson, Finance
Officer Jo Lunn, and Scheme Officers Dianne Casey
and Lynn Ewart.
3 5
Staff Changes
Katherine Whitfield has joined us recently as another part time
Housing Officer at Kendal.
She brings 12 years of varied experience in
housing management to the post, starting out as
a Housing Assistant. For the last seven years,
she’s worked as a Housing Officer for another
provider.
In her spare time, Katherine enjoys yoga,
swimming and soul music. She has a fouryear-old son Dylan, stepdaughters Jodie, 11,
and Chloe, 14, and partner Dave.
Katherine Whitfield
Regional Housing Manager Stephen Soars said: “The South Lakes
area continues to be our main area of development of new
housing in the North West. Katherine will work with Toby Denney
(also part time) to provide a service to meet the needs of residents
in that area.”
Lisa Chant, who also worked as a part time Housing Officer at
Kendal, has left, but Two Castles is in the process of recruiting for
the post. We have also said goodbye to Housing Officer Tim
Blacker, Maintenance Officer Alan Hudson, Resident Manager at
Newsteads Close, Whitley Bay, Angela Stretton, Financial
Inclusion Officer Kim Taylor, Personal Assistant to the Finance
Director Anne Bultel and Maintenance Assistant Jacqueline Fisher.
May Awareness Day
The next awareness day, organised by the Cumbria and North
Lancashire Tenants and Residents Participation Forum, will be
hosted by Lancaster City Council on May 28.
The group’s events are open to any residents of Registered Social
3 6
Landlords (RSLs) in the North West who are interested in resident
participation and developing good practice in all involvement
aspects of housing management, development and finance.
The first 2014 meeting of the group was held at Barrow in
February, Two Castles is hosting the next meeting on March 26 at
Carlisle and the group’s AGM will be hosted by Eden Housing
Association on April 30.
Anyone interested in attending the meetings or the awareness day
that will focus on a set topic is invited to contact our Involvement
and Equality Officer Steve Harrison.
Flashback to the last awareness day on resident
scrutiny, held at Penrith Rugby Club, in October.
Representing Two Castles is resident George
Cornish, second from the right.
3 7
Four Score New Homes in 2013
We completed 79
homes for rent and
started work on 103
last year, as part of
our major five-year
affordable homes
programme, working
with Esh Property
Services under the
Hadrian Development
Solutions Partnership.
Grey Bull Gardens at Penrith, the site
of the former Grey Bull pub.
Work is on schedule to complete nearly 300 affordable homes
across the North by 2015 under the programme that has funding
from the Homes and Communities Agency.
Among the developments completed in 2013 were 13 homes at
Newtown Meadows, Carlisle (the first and second phases of the
Raffles estate), another 13 properties at Bridgeford View,
Bellingham, Northumberland, 11 at Mayfield Avenue, Harraby in
Carlisle and 12 at Biskey Howe Fold, Bowness-on- Windermere.
A further nine homes were handed over at Grey Bull Gardens in
Penrith (the site of the former Grey Bull pub) and 16 at Halloways
Grove in Whitehaven. Five bungalows have also been built at
Tindale Drive in Whickham, where the second phase of the Castle
Close and Tindale Drive sheltered schemes refurbishment is
complete (see story on pages 40 - 41).
Ten homes at Guldrey Lane, Sedbergh, are completing this year,
while we currently have three schemes on site that will provide
new homes at Rothbury Road, Longframlington, Northumberland
(25), Windermere Road, Kendal (27) and Old Barns Court,
3 8
Warkworth, Northumberland (27), with other schemes due to start
soon.
Work is due to finish on the Longframlington and Kendal schemes
in the autumn, while the Warkworth scheme has a completion date
of early next year.
Lisa Goes Back to School!
One of our staff stepped back into school
recently, but she was on the chalkboard side
of the classroom rather than the children’s!
Our Property Services Project Manager Lisa
Hogarth went into a North East school to give
a talk to the children on the different types of
hazards they may face on a building site.
Lisa visited Swarland First School with
representatives from Partner Construction
Lisa Hogarth
and building industry mascot Ivor Goodsite.
They talked to about 60 children on health and safety matters.
Two Castles is working with Partner Construction on a
development in Rothbury Road, Longframlington, Northumberland,
quite near to the school (see above).
The children were pleased to meet Ivor and learn about all the
Personal Protection Equipment (PPE) he wears, including high
visibility and weather protection clothing, and safety footwear,
harnesses and goggles to protect the eyes.
All the pupils made a promise to stay away from construction
sites at all times. Lisa said: “The children enjoyed their day and
meeting Ivor, but it was also important for them to learn about
the dangers of building sites to make them more aware of health
and safety issues in the future.”
The children will be entering a poster competition to colourin Ivor and the winners will receive goody bags.
3 9
Luxurious Living at Tindale
Dedicated bedrooms, patio areas to enjoy the outdoors and
lovely new bathrooms and kitchens have greatly improved
the quality of life for sheltered scheme residents at Tindale
Drive in Whickham.
Tindale Drive at
Whickham.
Residents have moved back into the 25 one and
twobedroom flats after the completion of our major Castle Close
and Tindale Drive refurbishment over the last two years that now
have state-of-the-art facilities.
“It’s heaven, really marvellous,” said Betty Bell, who has lived at
Tindale for 12 years. “I used to have a bedsit with just a bath and
now I have a bedroom and a shower. I was upstairs and now I’m
down and have a lovely view of the trees. I love it – kitchen,
cupboards and everything.”
For Muriel Davison, Tindale is a new start for her as a widow. “I
used to live in the Castle Close flats with my husband John. I’m
glad I came here. It’s a lovely place, like a five-star hotel. I’m very
comfortable. I enjoy the view of green grass and hedges and
going out on the patio, where I put bird seed.
4 0
“I feel safe, but I have my own front
door and friends around and we
have a very good Scheme Officer in
Joan (O’Neill),” she added.
Her thoughts were echoed by Molly
Pattison who moved to Tindale
from a private bungalow over the
road. “I love my flat, I like the
company. I just join in with
anything that’s going on,” she
said, “and my daughter
Delighted t
knows I’m safe.
o be at the
newly
refurbished
Tindale Driv
e are,
from left to
“I still have the same friends,
right, Murie
l Davison,
Betty Bell a
social groups and bus stop
nd Molly Pa
ttison.
even! It’s a lovely one-bedroom
flat, but big enough for me. I think it’s wonderful.”
Sharing Lunch Together
Sneckyeat residents got 2014 off to a warming start by sharing
traditional lunches in the hall at Whitehaven.
Scheme Officer of Sneckyeat Court Maggie Sewell said: “We’ve
revamped the monthly lunch club on the first Friday of the month
and are ordering in fish and chips, pies and peas – whatever the
residents choose.
“It’s open to all Sneckyeat residents, but it’s mainly scheme
members who come along.”
4 1
A Taste of Scotland for Upperby Court
Upperby Court residents on holiday at Dunblane.
A group of 20 residents from Upperby Court in Carlisle enjoyed a
taste of Scotland at a hotel in Dunblane. The excursion included
taking in local sights – gardens, woollen mill and loch trip – over
the four days away.
It was organised by Secretary of the Upperby Residents’
Committee Stephen Worrall who said: “Everybody thoroughly
enjoyed it.” Residents who didn’t want to go on the holiday
enjoyed an outing to a garden centre in Preston with a lunch
and afternoon tea stop.
Afternoon Tea Out
A taste of a newly popular pastime from yesteryear was enjoyed
by Catherine Mill residents when they visited the Blackbeck
Bridge Inn at Egremont for afternoon tea. “We had a bus and
everyone enjoyed getting together for the outing,” said
Resident Manager Julie Cunningham.
And a good number of residents tucked into a pie and peas
supper with a raffle at home at their Whitehaven scheme.
4 2
The Way We Were
Dickinson Court residents are remembering how life used to be in
weekly reminiscence sessions at the Whitehaven scheme.
It’s one of the activities, in addition to games and bingo, which Age
UK is offering one afternoon a week at Dickinson Court.
Residents have also increased their weekly coffee mornings from
one to two.
Milestone Birthday
The inspiring strings
of violinist Andre Rieu
made for an 80th
birthday treat to
remember for a Two
Castles couple.
The sons of Henry
Richards of Caroline
Street in Hetton-leHole paid for their
dad - and mum Jean Flashback to anoth
er mileston
and Jean R
e for Henry
- to enjoy a
ichards, wh
o celebrate
‘chauffeured’ night golden wedding an
d their
niversary th
ree years a
out at Newcastle’s
go.
Metro Arena to help Henry celebrate
his milestone birthday on December 7. The family also joined
the couple to share a meal out.
The Richards have lived at Caroline Street for four years and have
five grandchildren and three greatgrandchildren.
Congratulations to all our residents celebrating milestone
birthdays and anniversaries.
4 3
Poetry in Motion
One of our residents has been putting
a smile on his neighbours’ faces by
handing out inspiring poems.
Kenny O’Neill of Catherine Mill in
Whitehaven found a bundle of poems
among his late sister Stella Mugridge’s
belongings. “I don’t know where they
came from, but thought I’d give them
out to people. They said they really
enjoyed reading them,” said Kenny.
Here is one of them.
Smiling is infectious,
you catch it like the flu.
When someone smiled at me today
I started smiling too.
I passed around the corner
and someone saw me grin.
When he smiled, I realised
I had passed it on to him.
I thought about that smile,
then I realised its worth.
A simple smile, just like mine,
could travel around the earth.
So if you feel a smile begin,
don’t leave it undetected.
Let’s start an epidemic quick
and get the world infected.
Right: Some residents from
Bishops Close in Carlisle
enjoying a Valentine themed
coffee morning
4 4
Kenny O’Neill
Hearts an
d flowers
decoratio
ns and c
hocolates
.
Aiming High for the
Great North Air Ambulance
A week in late February
was officially
designated Great North
Air Ambulance
Week at our offices
and on our schemes.
And residents and
staff are taking the
charity to their hearts
Two Ca The Great No
by organising fun
rth Air
stles’ c
Am
h
o
sen ch
activities that also raise
arity, s bulance,
aving l
money for the cause.
ives.
We have stepped up the fundraising for Two Castles’ first chosen
charity over the last six months and now have a committee to
drive efforts and ensure there are regular events to keep raising
money.
Castle Street and Paternoster Row offices have banked £281 –
raised in just three months, while Newcastle office added £112 to
the pot. The main event at the end of last year at Paternoster Row
and Newcastle was a Christmas breakfast.
Chair of the committee Customer Services Officer Chanel Hunt
said: “We’ve suggested doing jacket potato lunch days and DVD
nights where we get together to watch a film and buy in pizzas,
paying a set amount to the fund.
“We’re also trying to get residents at the schemes involved, as well
as staff. The committee is very enthusiastic and there’s quite a lot
of interest. Even if it’s just a small coffee morning or a raffle, every
little helps.”
4 5
Sneckyeat Court at Whitehaven and Wadham Court at Ryhope
have already been generously raising money for the Great North
Air Ambulance. Staff are doing ‘dress down’ Fridays, tuck shops
and baking sales of cakes and pies at the offices.
As well as Chanel, the committee is made up of Heather Bewley
and Di Cameron from our Finance team and Sue Clark, Scheme
Officer at Wadham Court in Ryhope.
Bumper Cheque for Charity
It was smiles all round when one Deputy Chairman of Two Castles
handed over a charity cheque for almost £4,800, the result of our
major fundraising event of 2013, to another – former Deputy
Chairman of the Board Ray Bloxham.
Fiona Moore, our current Deputy Chairman, made the presentation
to Ray, who is now Mayor of Carlisle, but was Two Castles’ Deputy
Chairman until he retired last July. The money was raised at our
2013 Golf Day last summer.
Ray was delighted to receive the cheque for the Mayor of
Carlisle’s Charity Fund. His chosen charities for the year include
the Samaritans (Carlisle), Carlisle Key, which helps young people
live independently, and
the Animals’ Refuge.
The money was raised
at the event at Carlisle
Golf Club when 21
teams from businesses
tee’d off in friendly
competition for charity.
L to R: Mayoress of Carlisle Olive Bloxham,
Mayor Ray Bloxham, Deputy Chairman of
Two Castles Fiona Moore and
Chief Executive Stephanie Murphy.
4 6
Fanfare on its Travels
You’ve done a good job of
packing your Fanfare when
you’ve gone on holiday
over the last few years –
and bringing back
photographs of yourselves
in far flung and exotic
locations.
Winnie Morritt of Wadham
Court, Ryhope, and Anne
Gibbons of Bank Top
Hamlet at Whickham, even
remembered to take their
Fanfares with them on their
Flashback to two years ago when
Winnie Morritt took her Fanfare on
holiday to Feilding, New Zealand.
12,000 mile journeys to New Zealand.
We’d like to have more of your pictures when you’re away this
year – and it doesn’t have to be abroad. We’d also like to have
your pictures (either digital or good quality prints) of you and your
Fanfare when you’re out and about in the UK.
Please send them to us at one of the addresses on the back
pages marked Fanfare on its Travels.
Wordsearch Winners
Congratulations go to our double wordsearch winners,
Mrs Sale of Oakmoss, Haverthwaite, in the North West, and
Mrs Pendrich of Balmoral Court, Sunderland, in the North East.
Their entries were randomly selected from all the correct entries
to the Winter Wordsearch competition of finding a set phrase in
the last edition of Fanfare.
They will each receive £30 of gift vouchers as prizes.
4 7
Cookery Corner
When there’s a spring chill in the air,
it’s time to tuck into a hearty and
healthy soup.
Carrot and Almond Soup
1 onion, peeled and chopped
1 – 2 garlic cloves, peeled and
chopped
6 carrots, trimmed, peeled and
sliced
2 celery stalks, trimmed and
chopped (optional)
1 – 2 vegetable stock cubes
A good sprinkling of mixed
herbs and mixed spice (to
taste)
2 – 3 ozs ground almonds
Fresh coriander and / or
parsley, chopped for garnish
Put the onion, garlic, carrots
and celery, if using, with stock
cube into a large saucepan
and cover with boiling water.
Bring to the boil, then simmer
until the vegetables are
tender.
4 8
Take off the heat and allow to
cool slightly. Add the mixed
herbs and mixed spice.
Blend in a food processor or
with a hand held blender until
smooth.
Return the mixture to the pan
and stir in the ground almonds.
Reheat before serving.
As an alternative, use a peeled
and chopped sweet potato in
place of half of the carrots.
If you would like to share a
favourite recipe with Fanfare
readers, please send it to one of
the addresses on the back
pages.
Sudoku
7 9 2 5
8
6
2 8
7 4
2 9
7
9
1
8 3 5
1
3
4
6
Owing to the small number of
entries we receive for our
Sudoku competition, we’re not
running it as a competition
with prizes anymore, but we’re
keeping it in Fanfare, so you
can have a go, just for fun.
Fill in the missing squares so
each of the nine bigger
squares has the numbers
1 Continuing our alternative
Wordsearch competition in
Fanfare, we’re asking
Prize Wordsearch
Our alternative Wordsearch competition in Fanfare asks you for
the story headline and the page number where a particular phrase
occurs in this edition of the magazine. All you have to do is find
the phrase as you read the magazine, cut out and fill in the entry
form below, then send it to: Wordsearch, Two Castles Housing
Association, 3 Castle Street, Carlisle CA3 8SY.
The closing date for entries is April 19, 2014. The first two correct
entries, one from the North West and one from the North East,
drawn from the hat, will each win a £30 gift voucher.
This time the phrase to find is: video conferencing
Entry form
Headline and page number
Name
Address
4 9
Regional Office (North East)
Our head office address is:
154 New Bridge Street
Newcastle upon Tyne
NE1 2TE
Opening hours: 8.45am - 5pm
Registered Office
3 Paternoster Row
Carlisle
Cumbria CA3 8TT
Regional Office (North West)
3 Castle Street
Carlisle
Cumbria CA3 8SY
Opening hours: 8.45am - 5pm
We also have two local area
offices in the North West:
Area Office (Kendal)
3 Angel Yard
21-23 Highgate
Kendal LA9 4DA
(Kendal office is no longer
open to residents)
Area Office (Whitehaven)
Catherine Mill
Catherine Street
Whitehaven CA28 7QT
Opening hours: 9am - 1pm
5 0
Customer Services numbers
0800 085 1171
(free form landlines) or
0300 123 1747
(local rate / low call charge
from mobiles)
Website address:
www.twocastles.org.uk or
contact us by email at:
mailbox@twocastles.org.uk
customerservices@twocastles.
org.uk
Getting involved
If you would like to know more
about getting involved in any of
our resident involvement
activities, please contact:
stephen.harrison@
twocastles.org.uk
or you can call Steve on the
following number:
01228 635530
Reporting repairs
If you think your home requires
repair, you should get in touch
with our Customer Services
Team as soon as possible (see
telephone contact numbers and
office opening hours left) or log
onto our website:
www.twocastles.org.uk
If your repair is an emergency,
please contact Customer
Services by phone or if it is
out of office hours, the
emergency number:
0845 543 6417
except for gas related issues, in
which case contact:
0800 183 3949
You can also report your repair
in person, in writing, by fax or by
email to:
repairs@twocastles.org.uk
Please report any emergency
repairs by phone.
When you report your repair, or if
someone is reporting it on your
behalf, you will need to provide
the following information:
• Your name and address and
a phone number where we
can contact you during the day
• Dates and times when
someone will be home to
allow access
• As much information as
possible about the repair
needed
• Any special details the person
coming to your home should
know, e.g. if you have a
disability and need time to
answer the door.
Following up an ongoing repair
Contact one of our Property
Services Maintenance
Assistants by either phone
01228 635491 or email:
repairsnw@twocastles.org.uk
(for the North West)
or 0191 269 2626 or email:
repairsne@twocastles.org.uk
(for the North East).
5 1
Landscape maintenance
enquires
Please contact one of our
Property Services Technical
Officers by either
phone 01228 635490 or email:
groundsmaintenancenw@
twocastles.org.uk
(for the North West) or
0191 269 2618 or email:
groundsmaintenancene@
twocastles.org.uk
(for the North East).
Sending Information to
Fanfare
If you would like to send a letter
to the editor, a poem, a photo,
a story suggestion, a recipe or
any other information you
would like to be considered for
Fanfare, please send it to your
regional housing office or email
it to: magpen@btinternet.com
Other Formats and Other Languages:
If you require the Fanfare magazine in large print, Braille, CD
audiotape, or in other languages, please do not hesitate to ask.
5 2
Scheme
Area
Times
Officer
Helmsley Close
Penrith
11.00 am - 12 noon Mike Timney
Clifford Close
Penrith
1.00 - 2.00 pm
Mike Timney
Harrowbeck Edge
Penrith
2.30 - 3.30 pm
Mike Timney
Riverside Way
Carlisle
11.00 am - 12 noon Mike Timney
Redwood Drive
Carlisle
1.00 - 2.00 pm
Mike Timney
Meade Road & Lightfoot Drive
Carlisle
9.15 - 9.45 am
Leigh Henderson
Fri 25th April
Broadoaks Court
Carlisle
10.00 - 10.30 am
Leigh Henderson
Fri 25th April
Sinclair Court
Carlisle
10.45 - 11.15 am
Leigh Henderson
Thurs 1st May
Olds Court; The Globe; St Nicholas Chambers & Catherine Mews
Whitehaven 2.00 pm - 5.00 pm
Karen Cracknell
Weds 7th May
Sneckyeat
Whitehaven 2.00 pm - 5.00 pm
Karen Cracknell
Thurs 8th May
Westgarth Gate Kirkby Stephen 10.00 am - 10.30 am Katherine Whitfield
Thurs 8th May
Westbrook Fields Kirkby Stephen 10.30 am - 11.00 am Katherine Whitfield
Thurs 8th May
Briarcote
Kirkby Stephen 11.00 am - 11.30 am Katherine Whitfield
Thurs 8th May
Victoria Corner Kirkby Stephen 11.30 am - 11.45 am Katherine Whitfield
Tues 13th May Threave Court
Carlisle
10.30 am - 1.00 pm Cheryl Moody
Tues 13th May Oakleigh Way
Carlisle
1.30 pm - 2.30 pm
Cheryl Moody
Tues 13th May Brooklands View; Parklands Crescent; Pategill Hamlet; Clifford Close (rented);
Pategill Walk; McAdam Way
Penrith
2.00 pm - 5.00 pm
Karen Cracknell
Thurs 15th May Laburnum Court & Firlands (no's 2-16 & 26-32)
Carlisle
11.00 am - 12 noon Mike Timney
Date
Thurs 17th April
Thurs 17th April
Thurs 17th April
Weds 23rd April
Weds 23rd April
Fri
25th April
Scheme visits for NORTH WEST, April-June 2014 (continued overleaf)
27th May
27th May
27th May
27th May
27th May
27th May
27th May
3rd June
Fri 6th June
Fri 6th June
Fri 6th June
Tues
Tues
Tues
Tues
Tues
Tues
Tues
Tues
Fri 16th May
Fri 16th May
Fri 16th May
Fri 16th May
Tues 20th May
Date
Fri 16th May
Fri 16th May
Scheme
Area
Times
Officer
Harmony Hill Close Milnthorpe 9.30 am - 10.00 am Katherine Whitfield
Kirkbeck Close/ Lowry Hill Road
Carlisle
10.00 am - 11.00 am Mike Timney
Cedar Grove
Carlisle
11.30 am - 12.30 pm Mike Timney
St Peter's Close
Carlisle
1.00 pm - 2.00 pm
Mike Timney
Caldew Close
Carlisle
2.15 pm - 3.15 pm
Mike Timney
Maple Grove
Carlisle
3.30 pm - 4.30 pm
Mike Timney
Hollins Park, Highmoor Lane, Lingla Bank, Moss Fold Moor Row,
Frizington & Lamplugh 2.00 pm - 5.00 pm Karen Cracknell
Lonsdale Rise
Kirkby Lonsdale 9.30 am - 9.50 am
Toby Denney
The Paddock
Sedbergh
10.20 am - 10.40 am Toby Denney
Fairholme
Sedbergh
10.40 am - 11.00 am Toby Denney
Winder Lodge
Sedbergh
11.00 am - 11.20 am Toby Denney
Knowefield Close
Carlisle
10.30 am - 1.00 pm Cheryl Moody
Cedar Grove
Carlisle
1.30 pm - 2.30 pm
Cheryl Moody
Jollybeard Gate
Alston
3.30 - 4.30 pm
Cheryl Moody
Halloways Grove; White School Close
Kells
2.00 pm - 5.00 pm
Karen Cracknell
Wheatsheaf Gardens Wetheral
9.15 am - 10.00 am Leigh Henderson
Oakwell Court
Brampton
10.15 am - 10.45 am Leigh Henderson
Stanegate
Irthington
11.00 am - 11.30 am Leigh Henderson
Scheme visits for NORTH WEST, April-June 2014 (continued)
Date
Tues 1st April
Tues 1st April
Tues 1st April
Tues 1st April
Thurs 24th April
Fri 25th April
Fri 25th April
Fri 25th April
Fri 16th May
Fri 16th May
Fri 16th May
Mon 19th May
Mon 19th May
Mon 19th May
Scheme
Area
The Old Orchard
Riding Mill
Westfield Close
Hexham
St Helens Gate
Hexham
Reaston View
Slaley
Magnolia Grove
Burnopfield
Kelly Close
Consett
Magnolia Grove
Burnopfield
Tweed Close
Chester le Street
Park View Chambers Haltwhistle
Selah Close
Allendale
St Helen's Gate
Hexham
Balliol Mews
Benton
Benton Road
Newcastle
Balliol Gardens
Newcastle
Times
10.30 am - 12 noon
1.00 pm - 2.30 pm
3.00 pm - 3.30 pm
3:45 pm - 4.15 pm
10.00 am - 12 noon
10.00 am - 11.00 am
11.30 am - 12.30 pm
2.00 pm - 3.00 pm
10.00 am - 10.30 am
12 noon - 1.00pm
3.30 pm - 4.30 pm
9.30 am - 10.00 am
10.15 am - 10.40 am
10.45 am - 11.00 am
Officer
Cheryl Moody
Cheryl Moody
Cheryl Moody
Cheryl Moody
Cheryl Moody
Hussein Latif
Hussein Latif
Hussein Latif
Hussein Latif
Hussein Latif
Hussein Latif
Chris Pickup
Chris Pickup
Chris Pickup
Scheme
Area
Times
Officer
Bank Yard Road; South Watt Street; Wood Street; High Street & Crown Street
Parton; Workington; Maryport and Cockermouth 2.00 pm - 5.00 pm
Karen Cracknell
Scheme visits for NORTH East, April-June 2014 (continued overleaf)
Date
Tues 10th June
Scheme visits for NORTH WEST, April-June 2014 (continued)
Date
Mon 19th May
Mon 19th May
Tues 20th May
Tues 20th May
Tues 20th May
Tues 20th May
Fri 13th June
Fri 13th June
Scheme
Area
Times
Benton Park Road
Newcastle 11.30 am - 12 noon
Beaumont Court Widdrington Station 2.00 pm - 3.30 pm
Brownsea Place
Gateshead 10.00 am - 10.45 am
Durham Road
Low Fell
11.00 am - 11.30 am
Sidmouth Road
Gateshead 11.45 am - 12 noon
York Cottages
Low Fell
12.15 pm - 12.45 pm
Lansbury Close
Birtley
10.00 am - 11.00 am
Ellesmere Road & Farndale Road
Benwell, Newcastle2.00 pm - 3.00 pm
Scheme visits for NORTH WEST, April-June 2014 (continued)
Hussein Latif
Officer
Chris Pickup
Chris Pickup
Chris Pickup
Chris Pickup
Chris Pickup
Chris Pickup
Hussein Latif