mhs homes newsletter | summer 2023
We were blown away by the
standard of entries to our
supported living gardening
competition. Green-fingered
customers pulled out all the stops
to showcase their manicured
lawns, lovingly tended flower
beds, and treasured garden
ornaments.
The competition was fierce
but there could only be two
winners. Taking the top prizes
were the fabulous team at John
Coopper House for their beautiful
communal grounds, and a
resident at Thorndike Close for a
wonderful windmill display.
Congratulations to our winners
and well done to everyone who
entered. Get those gardening
gloves at the ready for next year!
Pulling out the stops
for our gardening
competition
mhs homes
at a glance
We own and manage
over 10,000 homes in
the Medway, Maidstone,
Gravesham, Dartford, and
Tonbridge and Malling
areas of Kent.
Our ultimate ambition is to
help end the housing crisis
by providing safe and
sustainable homes.
mhs homes newsletter | summer 2023
Our homes
Most of our properties
are social rented
homes, although we
also provide shared
ownership and
private rent.
Welcome to your ‘new look’
newsletter for mhs homes
customers
It’s packed full of information
about our work and what’s
happening in the mhs community.
There's advice on the cost of living
and staying fire safe this summer,
real life stories, competition
winners, upcoming events and lots
of ways to get involved.
Summer newsletter
mhs homes newsletter | summer 2023
What you can expect from us
We’re committed to providing you with the best service we can.
We’ve developed service standards so you know what you can expect from
us. We did this in consultation with our customers so we can make sure we’re
focusing on what matters most to you.
We make sure we’re meeting our service standards by:
Carrying out regular
satisfaction surveys,
including new tenant
satisfaction measures we
need to report to regulators
Recording calls
to our customer
team for training,
monitoring, and
feedback purposes
Comparing our
service with other
similar housing
organisations
Learning from
complaints and
feedback to help
improve our service
Putting you – our
customers – first
We’ve set
out our key
delivery
priorities
for the year
ahead. At
its heart, our
plan is about
putting you –
our customers
– first.
We're working hard to listen to
your feedback and improve your
satisfaction with our services.
We want you to have the best
possible experience every time
you contact us.
We're committed to our
social purpose – working with
local partners to improve
opportunities and services.
And helping to build safer
communities where everyone
has the chance to thrive.
"My role is to make sure
we're delivering responsive
and customer focused
services. We want to put
your voices at the centre of
everything we do."
Amy Cheswick, executive director
(customer & transformation)
You can read our service standards on our website.
Scrutiny panel members announce
winners of prize draw
Our Customer Scrutiny Panel (CSP) recently completed a review on our
gas supplier. As part of this they asked customers what they think of the
service - they had over 100 responses.
As a thank you, respondents were entered into a prize draw
and the winner was announced by CSP members Annette
Beer and Sharon Robinson.
Annette said “The work we do as a
scrutiny panel is all about gathering
customer views, and this gas supplier
survey had a fantastic response. We
use the information people share
with us to make recommendations
to help mhs homes improve
services for customers.”
Your feedback is vital because
it helps us focus on the right
priorities. We're listening and
taking action on what you tell us
to improve our services.
There are lots of ways you can
get involved. From volunteering
as an estate champion, or
joining one of our customer
groups, you'll be helping us to
improve services for everyone.
Find out more on our website
Help us shape your services
Our delivery plan
Putting our
customers first
2023 - 2024
mhs homes newsletter | summer 2023
Your safety and building safety
comes first. At mhs homes, we
know how important it is that we
provide safe and sustainable
homes – it’s one of our strategic
targets.
We’ve set up a building safety
taskforce to help us achieve our
goals. The taskforce makes sure
we’re meeting our duties in key
areas including fire, gas and
electrical safety, water hygiene,
lift maintenance and managing
asbestos.
But we know we need to
do more. We’re pushing for
continuous improvements in
how we manage and monitor
building safety.
As part of our plans, we’ve
signed up to national scheme
‘Building a Safer Future’ (BSF)
which is all about creating a
positive culture and behaviour
change. We’re proud to be one
of just nine organisations to
achieve champion status as part
of a new assessment process.
Fundraising for our
charity partners
We're supporting Making Miracles
as our charity of the year. So far, our
fundraising activities have raised
a whopping £9,600 for the baby
bereavement charity. The money
we’ve raised will help offer families
the support and services they need
at a very difficult time.
We hosted an event with We Are
Medway to celebrate the local area
and the people who make it what
it is.
With music from community choir
We Can Sing, we welcomed
Medway Champions – businesses,
voluntary organisations and residents
who have joined forces to support
and promote the Medway story.
Celebrating Medway
and the people who
make it what it is
As proud sponsors of Medway
Pride, we’re asking our customers
to join us in the parade on
Saturday 19 August. We’ll be
carrying our banner through
Rochester High Street to the festival
Join us at Medway Pride, Saturday 19 August
in the castle grounds, and we’d
love you to come along.
If you'd like to take part, please
email contactus@mhs.org.uk or
call us on 01634 565333.
We're committed to
building safety
We’ve made it easier for you to
report any concerns in relation to
building or fire safety in your home.
We’ve set up a dedicated email
address at Building.Safety@mhs.org.
uk. You can also call our customer
team on 01634 565333.
Report your concerns
mhs homes newsletter | summer 2023
#ChargeSafe to prevent
e-bike and e-scooter fire
The London Fire Brigade say they're called to an e-bike or e-scooter fire
every two days. In 2022, they attended a total of 116 fires related to
e-charging and lithium batteries.
Their new campaign – #ChargeSafe – tells you how to reduce the risks
when charging lithium batteries:
•
Don’t block your exit with charging batteries or e-bike and e-scooters.
If a fire breaks out, you won’t be able to safely leave your home
•
Keep an eye out for warning signs that your battery might be failing
and becoming a fire risk
•
Never leave your battery to charge when you are out or whilst you sleep
•
Make sure your battery and charger meet UK safety standards
•
Use the correct charger for your battery, and make sure to buy from
a reputable seller
•
Let your battery cool before charging it
•
Unplug your charger once the battery has charged
•
Make sure there are smoke alarms fitted in the area where you
charge your batteries
Harry receives a
good neighbour
award, “he’s the
best man around”
A customer in one of our
supported living schemes
has been recognised for his
contribution to the community.
We presented 89-year-old Harry
Ward with a Good Neighbour
Award for his efforts to help fellow
residents at Snodhurst House in
Chatham.
Edie Dunbar was one of the
people who nominated Harry. “He
calls on everyone, every morning
to make sure we’re ok. You’ve only
got to ask and he’ll help.
“He’s the best man around.”
Harry has lived in our supported
housing for 25 years and is
well known locally for his talent
for singing and his karaoke
performances.
“I like helping out,” he said.
“Checking everyone’s alright and
having a bit of banter. I enjoy it.”
We’ve been
awarded the RACE
Equality Code Mark
We’re proud
to have been
awarded
the RACE
Equality Code
Quality Mark. It
recognises the
improvements we’re making in
race equality.
We've developed an action plan
to make positive changes and
create a more inclusive culture
across the organisation.
Drop in
and see us
We know that sometimes you
want to talk to us in person, so our
customer team hold regular drop
in sessions in communities across
Medway.
•
First Tuesday of the month –
Lordswood Library 2-4pm
•
Second Tuesday of the
month – Shorts Way 9:30-
11:30am followed by an estate
walkabout 11:30am-3pm
•
Third Tuesday of the month –
Hoo Library 2-4pm
mhs homes newsletter | summer 2023
Did you know?
We can help you access
mediation to resolve any
neighbour disputes.
Mediation is when an
independent person – trained in
dealing with difficult discussions
between two opposing sides –
helps people to talk through the
issues and come to a mutual
agreement.
Mediation can help you take
control and resolve disputes
before they escalate further.
To find out more about the
support that’s available, email
contactus@mhs.org.uk or call our
customer team on 01634 565333.
The cost of living is making things
hard for many people. We
understand how stressful and
overwhelming it can feel, but
there is help available.
Our Customer Support Fund offers
grants of between £20 and £400.
If you're experiencing financial
hardship or you're unable to
manage household costs, don't
struggle alone. We're here to help.
So far over 200 mhs customers
have accessed the fund to pay for
essential items such as food, gas
and electricity and even furniture
and white goods.
If you’d like to apply to the fund,
please visit our website or call us
on 01634 565333.
Other support available
Heating and energy costs
Contact Green Doctors on
0800233 5255 or visit
south.greendoctors.org.uk
Food and bills The government’s
Household Support Fund offers
grants of up to £210. Check with
your local council to find out what
support is available
Debt advice Charities such as
Step Change offer free and
impartial help to deal with
debts and budgeting. Visit
stepchange.org or call 0800
138 1111
Benefits Millions of people don’t
receive all the benefits they
should. Entitled To has a free
benefits calculator to help you find
out what you could be eligible for.
entitledto.co.uk
Debts and budgeting Citizens
Advice offer a money advice
service to help you manage
debts and budgeting.
citizensadvice.org.uk or
call 0808 168 0054
Grants to help with the cost of living
Put your questions to our chief executive
Have you got a question for our chief executive, Ashley Hook?
It could be a question about your home, estate, shared ownership or
maybe you've got an innovative idea you'd like to put forward.
The next ‘Ask Ash’ session is on Wednesday 20 September. You can send us
a message on social media, or email us at communications@mhs.org.uk.
A dedicated phone line will be open on the day from 1-8pm.
Call 01634 354284.
mhs homes newsletter | summer 2023
Everyone loves a barbeque in
the summer. But a barbeque can
present serious fire risks so it’s
important to follow these simple
guidelines to stay safe.
•
Never use barbeques indoors
or on a balcony
•
Ensure the barbeque is on flat
level ground well away from
outbuildings, sheds, bushes
and trees
•
Never leave the barbeque
unattended
•
Keep children and pets well
away
•
Keep the area surrounding the
barbeque clear
•
Keep a bucket of water or
sand nearby for emergencies
•
Ensure the barbeque is cool
before moving it
•
Never put hot ashes or coal
into the bin
Be BBQ safe this
summer
Meet your tenant board members
Every year, two tenants join
our mhs homes group board of
trustees.
They contribute to strategic
decision making and help make
sure that the interests of tenants
are considered in the decision
making process.
Tenant board members are voted
for by you, our customers. They'll
help to monitor our performance
and make sure we're meeting our
obligations to you and our local
communities.
Michelle Mulligan wants to play
her part in making sure the board
understands how difficult life can
be for some tenants, particularly
during the cost of living crisis.
She’s lived in an mhs homes flat
for the past six years, having
moved into a shared ownership
Young residents cut the ribbon
to officially open the refurbished
play areas at Melville Court in
Chatham.
Our estates team fitted swings,
a seesaw and overhauled
equipment as part of a £25k
improvement project. With fresh
paintwork and rubber safety
surfacing, the tired play areas
have been given a new lease
of life. Residents joined mhs staff
We’ve improved the play
areas at Melville Court
to celebrate the opening, with a
children’s colouring competition,
treasure hunt and games.
“It’s nice to see the work that’s
going on to improve the outdoor
space,” said Rebecca Martin who
lives on the estate. “Lots of kids
play out here and they’re having
great fun with the new equipment.
During the summer we have
picnics on the grass. It’s a nice
community and it feels safe.”
You said, we did
YOU SAID we need to get
better at communicating
with you about repairs
appointments
WE DID we send you
appointment reminders
before repairs are due, and
on the day to let you know
we're on our way
Louise Heffernan
Michelle Mulligan
property after breaking up with
her partner. “Social housing
provides a real lifeline for people
and it’s more and more important
that organisations like mhs are
around to provide decent,
affordable housing”.
Louise Heffernan has been an
mhs tenant for many years. “My
experiences of living, raising a
family and working in Medway
will help and guide me in being
a voice for other tenants,” she
said.
mhs homes newsletter | summer 2023
From homeless teenager
to young professional
A young man who was given
a chance to restart his life has
proved himself a popular and
hard-working member of our
grounds maintenance team.
Connor McCue’s first experience
of mhs homes was as a homeless
19-year-old who was offered
a place in one of our foyer
accommodation schemes for
young people. Just two years
on he has proved himself a true
professional and an inspiration to
others.
After being given the stability he
needed, Connor took advantage
of our support services, including
help with finding work. When
we found him a place on the
government’s Kickstart scheme,
he grabbed it with both hands.
Offered a six-month placement
as a grounds operative, Connor
worked hard to learn all he
could about the work involved.
When a full-time post came up in
our own grounds maintenance
team he applied for the role and
was offered the job after being
interviewed alongside non-mhs
applicants.
Connor has since proved himself
“a remarkably, dedicated,
switched on and hard-working
individual” according to mhs’
estates delivery manager Bernard
O’Beirne.
“mhs homes gave him stability and
support, but it was Connor who
made the most of the opportunity
that came his way,” he said.
Connor said he’s delighted to
be giving something back to the
community after being given
what he described as “a second
chance” by mhs homes.
“It makes me happy
to think I’m providing
a service for other
people”
“Being offered a place at the
foyer really gave me a foundation
to get my life back on track,” he
recalled. “It makes me happy to
think I'm providing a service for
other people. It’s not just about
earning money, though that’s
important, but about doing
something worthwhile.”
Connor is soon hoping to move
from the foyer into an mhs rented
property. “I enjoy working for mhs
homes because the team are
friendly. I also feel like I’m helping to
make the community a nicer place
for people to live,” he said.
Our foyers provide homes for
young people, aged between
16 and 24, in housing need.
They're a safe place where
young people can live, learn
and make the transition to
independent adulthood.
mhs homes newsletter | summer 2023
Get in touch
What would you like to see in your newsletter? And how would you like to receive information from us?
Please let us know by emailing contactus@mhs.org.uk or you can call us on 01634 535333.
mhs.org.uk
mhshomesgroup
@mhshomes
@mhs_homes
For many of us, pets are like
family. We understand how
special they are.
Most homes are suitable for pets.
But if you want to get a pet, you
must register it with us first. If you
haven't registered your pet yet,
please let us know as soon as
possible.
We've made it easy with an
online form or you can call us on
01634 565333 to register your pet.
Some homes in supported living
schemes and other buildings
aren't suitable for pets, so please
check your tenancy or lease
agreement to see whether they
are permitted in your home.
Our Customer Experience Group
(CEG) is there to make sure we
understand your needs and
priorities, keeping them at the
heart of everything we do. Recently
the group's been helping us
assess the quality of service from
prospective suppliers.
Mandy Relf is a member of the
group. “I’ve enjoyed listening
to what contractors and other
suppliers have to offer and
I believe tenants can bring
Loneliness can be hard to talk
about, but we can all take action
to help ourselves and others.
Whether you’re reaching out to
someone who might be feeling
lonely, or it’s you that’s feeling
lonely, it’s important to know that
help is out there.
Help and support
The Mix offers free confidential
help for under-25s to get support
online and via a helpline. Call 0808
Please
register your
pet
The customers
helping us choose
our contractors
a relevant perspective to
procurement decisions,” she said.
“This is just one of the projects
we’ve been working on. It’s good
to be able to give something
back and support fellow mhs
customers.”
If you’re interested in finding
out more about the Customer
Experience Group, please contact
our engagement officer Angela
Palmer on customerexperience@
mhs.org.uk
We can all take action to reduce
loneliness in our communities
808 4494, text THEMIX to 85258 or
visit www.themix.org.uk for a free
online chat service.
The LGBT Foundation provides
confidential and judgement-free
support for LGBTQ+ people and their
loved ones. Call 0345 3 30 30 30 or
visit the lgbt.foundation
Silverline is a free 24-hour helpline
offering information, friendship and
advice to people over 55. Call
0800 4 70 80 90.