mhs homes newsletter | winter 2023
Customers in our supported living schemes hosted their own
Macmillan coffee mornings in September to raise over £1,000
for people living with cancer. Well done everyone, a fantastic
achievement!
Fundraising heroes raise over
£1,000 for cancer charity
Take a look at what’s been happening in the
mhs community. From customer events and
family activities to our latest competition and
award winners. You’ll find advice on damp and
mould and keeping your building safe, and lots of
information on how to get involved in our work.
mhs homes newsletter | winter 2023
30+ years providing
affordable homes
mhs homes and Heart of
Medway are part of the mhs
homes group. We’ve been
providing affordable homes
and support for thousands
of people across north Kent
and Medway for more than
30 years.
We build new affordable
homes for people who
need them and invest in the
quality and safety of our
existing homes.
We also provide housing
and support for older people
and run specialist projects
for young people at risk of
homelessness.
Visit our website mhs.org.uk to
find out about the work we're
doing in your community.
Welcome to your
winter newsletter
mhs homes newsletter | winter 2023
You said, we did
We want the services we
provide to reflect your views.
Our Customer Scrutiny Panel
(CSP) are an important part of
this. They carry out independent
checks to make sure we are
delivering a good service.
In a survey looking at our
repairs service:
Going above and beyond
for our customers
At mhs homes, we give out awards
to teams and individuals who’ve
gone above and beyond to
provide an outstanding service to
our customers.
Here are our latest award
recipients. One team was
nominated by a customer who
said: ‘They are making a wonderful
job of my kitchen. They’ve got a
great sense of humour and are
lovely guys. They are so helpful
and polite, I can’t praise them
enough.’
If you’ve got any positive feedback
to share about our services, please
email compliments@mhs.org.uk
or call us on 01634 565333.
We want to keep you and your neighbours safe
and can only do this with your help.
If you live in a building where you share
communal areas such as stairways, lifts, landings
and hallways, please make sure you keep them
clear. It's important that you can leave quickly if
there's an emergency such as a fire.
Help us keep your building safe
Pushchair
Shoe Rack
Mobility scooter
Plant
We've made it easier for you to report any concerns
about building or fire safety where you live. We've set up
a dedicated email address at Building.Safety@mhs.org.uk
or call our customer team on 01634 565333.
Reporting building safety concerns
YOU SAID we need to
communicate better with you
about how we are dealing
with your repairs.
WE DID We'll send you text
messages the day before
your appointment and when
the operative is on route. If
there are any changes to
appointments due to weather
or sickness, we’ll call you.
WE DID Operatives can request
to book any follow on repairs,
so we can give you a new
appointment there and then.
WE DID We’ve made space in
operatives’ diaries for urgent
and emergency repairs.
YOU SAID we need to let you
know which repairs you are
responsible for.
WE DID We’ve added this
information to our welcome
pack and it’s also now included
in your tenancy agreement.
mhs homes newsletter | winter 2023
Winter can be a particularly
challenging time of year, but you
don’t have to struggle alone.
We’re here for you.
If you’re experiencing financial
difficulties, or you’re unable to
manage household costs, we offer
grants of up to £500.
Search Customer Support Fund
on our website or call us on
01634 565333.
Cost of living payment
Everyone on means-tested
benefits has received their
second £300 cost of living
payment from the government.
There will also be a separate £150
for over six million disabled people,
We’re here for you
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
Or you can visit our offices at
Broadside, Leviathan Way
Chatham, Kent ME4 4LL. We're
open Monday to Friday from
9:30am until 4:30pm.
Our future cover stars
We invited customers from across
the mhs community to take part
in a professional photoshoot. The
photos will appear on our leaflets,
posters, banners and on our
website – a big thanks to everyone
who took part.
Drop in and see us
and £300 for over eight million
pensioners on top of their winter
fuel payments. Search Help for
Households
Heating and energy
costs We partner with
Green Doctors to help
our customers stay warm and
save money on household bills.
Call 0800 233 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,
especially those in work. Entitled To
can help you check what benefits
you might be eligible for.
entitledto.co.uk
Debts and budgeting
Your local Citizens Advice
offer free, independent,
confidential, and impartial welfare
benefits, employment, debt
advice. citizensadvice.org.uk or
call 0808 168 0054
mhs homes newsletter | winter 2023
Collecting personal data: why do we do it?
We carried out a survey to ask
you how you feel about sharing
personal information with us.
You wanted to know how
we keep your data safe
We take data protection
seriously. We have robust cyber
security and procedures in place
to safeguard and secure the
information we collect.
You were concerned
about your information
being shared with third
parties
We only share your personal
information with companies who
perform services on our behalf.
They’ll use the information to
provide that service. All of our
contractors sign our data sharing
agreement to make sure they are
processing your data in a secure
way.
Visit our website to find out more
about how we collect, use, share
and secure your data. www.mhs.
org.uk/legal/privacy-notice/
Customers joined us to celebrate
the opening of our new housing
development in Gillingham.
Alison and Mark Odd described
it as a dream come true. “We
both work locally, our daughter is
nearby with our first grandchild.
We can’t wait to meet our new
neighbours and put down some
roots.”
The couple are pictured with mhs
homes’ assistant director of assets,
Ola Akintelure.
“A dream come true” say new customers
Sometimes we ask you questions
about protected characteristics,
such as disability, race or your
religious beliefs.
It might feel like personal or
sensitive information that you
don't want to share.
But the reason we ask is because
it can help us provide services that
fully support everyone. For example:
Knowing whether or not you are
a disabled person. By letting
us know if you are disabled
and advising us of your needs,
we can adjust our services
to address your particular
requirements.
Knowing your religion or belief.
By letting us know your religious
beliefs and needs, we can make
sure we're inclusive in the way we
provide services. For example,
making sure we don’t book
meetings with you on religious
holidays.
Building our knowledge around
the diversity of our customers is
important to us and will help us
improve services for everyone.
mhs homes newsletter | winter 2023
Out and about
Community events are a great way to share your experiences
of our services, and to speak with the helpful organisations we
work with.
We’ve been out and about offering practical advice, and fun
family activities. Keep an eye on our social media for events
that are happening in your area.
Our ghoulishly fun Halloween
event in Rochester was a
scream thanks to our community
partners, contractors and
spooktacular customers.
Our event at Rainham Recreation Ground included face painting, bird
feeder making and sports sessions, plus information about local services.
We worked with our partners to put on a fun-packed morning of
activities at Shipwrights Avenue, Chatham. It was part of a Safer Streets
project to increase community safety and engagement.
We were proud sponsors of this year’s Medway Pride parade. It was
great to meet so many customers on the day – thanks to everyone who
came to talk to us on the stand.
Nicky and Amanda from our
customer team made friends
with our new mascot Ozzy the
Ocelot.
Ozzy is inspired by Chatham
Dockyard's submarine HM
Ocelot - we can't wait for you
to meet him!
Follow us on
mhs homes newsletter | winter 2023
We were proud winners of four
Kent Housing Group awards. Our
fire safety team won an award for
supporting our customers to feel
safe and secure in their homes.
We were also recognised for our
housing development in Lenham,
and our work transforming a
derelict garage into a new space
for Dandelion Time – a charity
supporting vulnerable children
and their families.
And our customer Mandy Relf
won the ‘unsung hero’ category
for her work with our customer
experience group, and for her
charity work supporting people
with disabilities. "I'm so pleased but
I honestly don't feel I do anything
special,” she said.
mhs homes employs more than
280 people and we’re always
on the lookout for new talent.
Keep an eye on our website
for the latest job opportunities
at mhs.org/work-for-us
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 or shared ownership.
Or maybe you've got a suggestion or
idea you'd like to put forward.
The next ‘Ask Ash’ session is on
12 March. You can send us a message
on social media, or email us at
governance@mhs.org.uk.
A dedicated phone line will be open
on the day from 1-8pm.
Call 01634 354284.
Keeping you updated
on asbestos: we’ve
listened to your
concerns
Your safety is our top priority. That’s
why we carry out asbestos surveys
in your home. We tell you when you
first move in whether your home
contains asbestos or not.
Asbestos is safe as long as it's not
disturbed and most asbestos is
low risk. If your home does have
asbestos, it is re-inspected to make
sure it remains safe and good
condition.
You told us that you wanted to be
updated about any asbestos in your
home. We've listened and made
some important changes.
We will now send you a report after
every asbestos survey with details of
any risks and the associated ‘do’s
and don’ts’.
We want you to feel reassured that
we are managing any asbestos in
your home safely.
We won four
Kent Housing Group awards
Job opportunities at mhs homes
mhs homes newsletter | winter 2023
Preventing damp
and mould in your home
High levels of moisture in your home can cause
condensation to form on the coldest surfaces such
as external walls and around windows.
If the droplets are not wiped down, mould spots
can appear.
Everyday activities such as drying clothes and
having a bath or shower can contribute to the
moisture levels.
The table above shows how much moisture is
created, based on two people living at home. We
know these activities can’t be avoided, but there
are some things you can do to help reduce the
moisture levels in your home.
We’re here to help. If you’re worried about
damp and mould let us know. Call us on 01634
565333 or visit mhs.org.uk/dampandmould
Some everyday activities can contribute
to moisture levels in your home
A bath or shower
2 pints
Drying clothes indoors
9 pints
Cooking and using a kettle
6 pints
Total moisture added in one day
17 pints or
9.6 litres
Try to dry clothes in a room which is well
ventilated, and with the door closed.
Put the lids on cooking pots and pans and
use the extractor fan or cooker hood to help
draw out any steam.
Keep your heating at a temperature
between 18-21 degrees.
Open windows for 15-20 minutes each day,
even in cold weather to remove moist air.
When showering or bathing, use the extractor
fan and keep the door closed to prevent the
steam flowing through your home.
We understand that with current energy costs, heating
and ventilating your home may be a struggle but there
is help available. Turn to page 3 for support.
mhs homes newsletter | winter 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
If Christmas is going to be
hard this year, it's important to
remember that you are not alone.
The mental health charity Mind
has tips on its website on how
to cope and ways to support
someone else. Or call 0300 123
3393.
Other organisations and support
Age UK
0800 678 1602 ageuk.org.uk
Information and support for older
people.
LGBT Foundation
0345 3 30 30 30
lgbt.foundation
Advice, support and information
for people identifying as LGBTQ+.
MoneyHelper
0800 138 7777
moneyhelper.org.uk
Provides free and impartial money
advice.
The National Association
for People Abused in
Childhood (NAPAC)
0808 801 0331
napac.org.uk
Supports adult survivors of any
form of childhood abuse. Offers a
helpline, email support and local
services.
Account –
your home online
Cruse Bereavement Support
0808 808 1677 cruse.org.uk
National Domestic Abuse
Helpline
0808 2000 247
nationaldahelpline.org.uk
Free 24-hour helpline for women
who have experienced domestic
abuse and violence, with all
female advisors. Open every day
of the year.
NHS 111
111
111.nhs.uk
Non-emergency medical help
and advice.
Relate
relate.org.uk
Provides help and support with
relationships, including counselling
and telephone support.
Samaritans
116 123 (freephone)
samaritans.org
Samaritans are open 24/7, every
day of the year for anyone who
needs to talk.
The Trussell Trust
0808 208 2138
trusselltrust.org
Emergency food and support
for people in need. Includes a
searchable list of local foodbanks.
Housing
Ombudsman Service
The Housing Ombudsman Service
is a free service that looks
at customer complaints.
You can contact them if you've
made a complaint with us, and
you'd like some independent
advice and guidance.
Post: Housing Ombudsman Service,
PO Box 152, Liverpool, L33 7WQ
Telephone: 0300 111 3000
Email:
info@housingombudsman.org.uk
Website:
housing-ombudsman.org.uk
Giving a little extra
help this Christmas
Remember, you can use
Account to:
•
Quickly manage and request
your home repairs
•
View your account statements
•
Easily view and change your
personal details
Visit mhs.org.uk to
login or register
We collected festive food parcels, decorations and presents to
support customers who need a little extra help this year.
There are lots of reasons that Christmas can feel tough. Worrying
about money can have a big impact on your mental health. Or
you might have experienced a bereavement, or a relationship
breakdown, or you or someone you’re close to is unwell.