Facebook: The good, the bad and the ugly!

I am writing this blog just after running a competition on our Facebook page, and it was quite successful on one hand and a bit of a hassle on the other!

Our Facebook page started back in 2011. I was incredibly lucky to be able to push it forward with supportive senior management who love social media, use it regularly and wanted the organisation to embrace it. Our information services and human resources departments were concerned but after ironing out the lumps and bumps we were all of a sudden pushed into the world of social media. It wasn’t just new for the organisation but new for me too. I hadn’t done this before, what if my confidence backfired and something really really bad happened?

Helen Reynolds from Monmouthshire Council came to the rescue. I met her at CHC’s PR Network. She filled me with confidence and advice and her success spurred me on to think that I could do it too.

The first step was to ensure that all our staff had access to social media. Our remote workers enjoy keeping up with daily happenings as do staff that are on maternity leave, sabbaticals or maybe those that have left for pastures new. It also meant there were more people to help me!

Tenants can ask us anything and everything on Facebook. I sometimes find that I am a housing officer, maintenance officer, police officer, community worker and any other officer you can think of all in one! This means that staff across the whole organisation need to be involved or at least aware of queries coming through Facebook just like any other letter, email or phone call.

Staff across each department have been trained on the use of Facebook. Although we may need to increase their confidence, they are very much aware of its importance as a communication tool and the need to combine it with other methods of communication. This hasn’t been a quick process as it does take time to get political buy-in.

Up until this year, I hadn’t had a real problem on Facebook. I hadn’t had foul language posted, hadn’t really had abusive comments directed at staff and hadn’t had a persistent barrage of messages demanding a reply a second after posting it. However, we have this year. This means that you have to be on the ball. When a message is posted, check it, do something about it and reply in a timely manner suitable to the query. And if you have to delete it, make sure you explain why. Perhaps it’s because of the recession or because people aren’t hibernating this summer, or perhaps because more people are aware of our page, but this year not all our messages have been 100% positive. BUT we have also had lovely comments. At the end of the day, Facebook is a public method of voicing an opinion. It isn’t plain sailing and you need to spend time on it. However, it has benefited us greatly.

Tenants on Facebook helped us to choose our new logo. Tenants from Newtown have socialised with tenants from Pontypridd but have never met. Tenants have helped fight crime by reporting information to the police after seeing our Facebook page. Young tenants tag themselves in hundreds of pictures where they are abseiling, climbing and canoeing. Facebook has enabled us to access those who are isolated. Perhaps that is the main reason for being on social media, to help those that are isolated to feel part of a community.

Back to our competition... we ran a competition asking tenants to ‘like’ our Facebook page and write ‘I want to win’ on our ‘wall’ to win an overnight stay at a hotel. Although it was a popular competition, it took quite a while to get a competition winner that was actually free on the night! The tenants that finally stayed at the hotel had a wonderful evening and their reaction when they found out was priceless. The massive increase of traffic to our page and quite a few extra ‘likes’ helped too. We may not choose an overnight stay as a prize again, or maybe simply getting them to choose the date and location of the stay could have been easier!

www.facebook.com/newydd


Mared Elenid Williams
Marketing and Communications Coordinator
Newydd Housing Association

The Three Peaks Challenge - On top of the world!

After signing up to the Three Peaks Challenge, there’s a couple of questions you’re guaranteed to get asked by friends, family and colleagues alike. Perhaps the most common one I had, after I’d cleared up the confusion of what exactly the Three Peaks challenge is, was ‘WHY?’

There were a few points during the challenge when I asked myself much the same. After the long (very long!) trip to Glencoe, a few questionable service station toilets, a luxury coach inspiring some minibus envy from Rhian, and unfathomable amounts of Haribo consumed, all most of us really wanted to do was sleep. However, there was work to be done. With 25 miles of mountain walking on the horizon, there was food to be prepared…

'Tired but smiling at the thought of eating all this tomorrow... '

Everyone mucked in, and a rather haphazard production line churned out literally hundreds of bread rolls and countless boxes of pasta to keep us going. The next challenge we all thankfully completed successfully was not committing the ultimate social faux pas and snoring in a room full of our colleagues and friends.

After a few hours of sleep, we loaded ourselves up with carbs (and a few whiskey tasters at the visitors' centre), took a few nervous glances at the skyline and started our journey up Ben Nevis.

'Which way to Ben Nevis?'

Now, we all knew Ben Nevis was the longest of the three walks, but I don’t think any of us realised quite how long it was. The first half of the walk is relatively shallow, with lots of guessing which peak you’re actually heading towards, but once you’re past the waterfall the real climb begins. The ‘zig-zags' of Ben Nevis emerge out of the last of the foliage and towards the top third of the mountain, and I made the foolish mistake of counting how many we would have to overcome before the final stretch to the peak. For some, the reminder that there were '8… 7… Still 7… 6' zig zags left to climb was motivation, but I was left wishing I’d never looked at that map.

'Halfway there...'

 'The view from zig zag number 2, or was it number 3? I've lost count...'

But soon the zig-zags were done, and the last steep stretch to the top was in sight. Most of us couldn’t resist a quick snowball fight in the last remaining snow en route, but finally we reached the peak, and the view was worth all that walking.

'One down, two to go!'

The descent that followed flew by, and it was soon time to tuck into that food. Never did I think a Tropical Lucozade and a ham roll could make me so happy! A quick change and we were on our way to Scafell Pike…

For me, this was the most challenging part of the whole weekend. While everyone else dozed off, I couldn’t catch a wink on the bus. In the pitch black of a very early midsummer morning, we arrived at Wasdale Head. And so nine very tired climbers set off up England’s highest peak. 

As well as the darkness, the rain and the cold took hold on Scafell Pike, and the team split up towards the top as a couple of us pushed on in an attempt to warm up. We reached the top a little bit warmer, but missed out on the camaraderie and some terrific tears and tantrums towards the peak as we took our own little adventure.

In the midst of the cloud atop Scafell Pike, those of us who’d pushed decided to follow some fellow Three Peakers on their descent, only to discover they were taking a different route (and a fair bit quicker than we were too!). After a few panicked minutes emerging from the cloud we were on a different side of the mountain, trying to find our bearings. We’ll call our descent ‘the scenic route’, with an unplanned splash in the River Esk and a tantrum of my own to boot, but finally we saw some sign of life. The look on the Bed and Breakfast owner’s face when I explained we were lost and looking for Wasdale said 'I’ve seen it all before'. Somehow though, we rocked up at the bus first, and the Tropical Lucozade, rolls and pasta were lifesavers once again!

We were running behind schedule by now, and even an attempt at Snowdon was looking unlikely at one point, but after Rhian negotiated her way through a thundery Lake District and A55 all the way to Pen-y-pass, we decided to give it a crack. The Pyg Track was far and away my favourite of the three walks, but with night closing in and the elements taking hold, fellow walkers advised us it probably wasn’t safe to attempt the treacherous summit.

I should have been disappointed, but when Edwina offered me her hip flask to warm up and I heard Rhian utter the words ‘I’m on my way with pizza’ over the phone, the smile was quickly back on my face and I had the answer to that ‘WHY’ question we started out with. My legs hurt, there had been tantrums and tears, sweat, shivering and an impromptu splash in the river, but the laughter, the friends and the adventure will be hard to match. And the views weren’t bad either…

'On top of the world!'

Aaron Hill
Policy Assistant
Community Housing Cymru


The team raised over £1,600 for Diabetes UK. 

Moving on and looking ahead

It is a little self indulgent to write this blog post, but what the heck. After almost 4 years at CHC I am, as the cliché goes, off to pastures new. I have worked across a range of housing policy areas in this small but dynamic organisation including housing management, community regeneration, rural housing, support, older people, equality and, more recently, worked on the vast learning and improvement programme of conferences, events and also commercial members. I have been fortunate to cram a lot of learning into a relatively short space of time, and met many inspirational people who are helping to empower communities and individuals across Wales to make positive changes to their lives. I feel very proud to have been involved with the huge range of policy, learning and events which I know are amongst the best the Welsh housing sector has to offer.

It is quite rare for anyone to leave CHC and there is a good reason for that. It’s a fantastic team and organisation, and the values are second to none. However, the time was right for me to go back to a housing association and I was delighted to be offered the role at Newydd Housing Association as their Community Partnership Manager. I am excited to take forward the great work on regeneration and tenant involvement across the 11 local authority areas Newydd covers. I feel lucky to be staying in such an innovative sector that really does make a difference.

So what is coming up at CHC? Our One Big Housing UnConference is being held on 10/11 October 2013 at the Metropole Hotel, Llandrindod Wells. I really feel that this one will be the best yet (I am slightly biased, but still…). As I'm leaving CHC in September, I’ve already signed up as a delegate to attend in my new role! I love the relaxed and informal atmosphere, the networking and the chance to hear so many great speakers and attend practical workshops. I particularly like the ‘UnConference’ theme, especially the fact that you can leave a workshop if it isn’t for you and go where you can contribute and learn the most. I am looking forward to seeing many of you at the event and continuing to contribute to the work of the housing movement in Wales.

Another big event coming up is the ‘Let’s talk about...’ conference which has a PR and Communication angle for the big housing issues. This event is on 4/5 December in Llandrindod Wells. If your role is about communicating in your organisation to staff, tenants or stakeholders, then you’ll find this one really useful. I’ve had a sneaky peak at the packed agenda and it is very diverse and inspiring! The full programme should be published at the end of September. Keep an eye on the CHC website.

My new email address will be kevin.howell@newydd.co.uk and I will be starting my new role on 16 September 2013. I look forward to networking with you in my new role!


Kevin Howell
Learning and Improvement Manager
Community Housing Cymru

Cartrefi Cymunedol Gwynedd a'r iaith Gymraeg

Gyda dros 75% o boblogaeth rhai ardaloedd Gwynedd yn siarad Cymraeg fel iaith gyntaf mae gwneud pob dim yn gyfan gwbl ddwyieithog yn rhan annatod o'r ffordd rydym yn gweithredu yn CCG (Cartrefi Cymunedol Gwynedd).

Mae ein gwasanaethau i gyd ar gael yn Gymraeg a Saesneg, ac mae gan ein tenantiaid yr hawl i ddisgwyl gwasanaeth o'r un safon yn y ddwy iaith. Rydym yn rhoi'r dewis i'n cwsmeriaid ym mha iaith maen nhw am i ni gyfathrebu efo nhw.

Yn amlwg felly mae rhan helaeth o'n staff yn siarad Cymraeg. Mae ein deunydd cyfathrebu i gyd gan gynnwys ein gwefan yn gwbl ddwyieithog. Yn fwy diweddar mae CCG wedi camu mewn i fyd rhwydweithio cymdeithasol. Roedd trin y ddwy iaith yn hollol gyfartal yn y maes yma hefyd yn gam naturiol. Ac mae CCG yn un o'r prin gymdeithasau tai sy'n trydar ac yn postio ar Facebook yn y ddwy iaith bob tro.

Ond mae rôl a chyfrifoldeb CCG o ran yr iaith yn mynd ymhellach na chynnig gwasanaeth dwyieithog i denantiaid. Dros bum mlynedd rydym yn gwario £136miliwn ar uwchraddio ein cartrefi. Mae hyn yn hwb sylweddol i economi'r sir, i fusnesau ac i swyddi.

Mae bron i hanner cytundebau'r gwaith gwella wedi eu rhoi i gwmnïau bychain lleol ac mae gorfodaeth ar bob un contractwyr sy'n gweithio ar y rhaglen i gyflogi yn lleol a chreu prentisiaethau. Mae hyn mewn cyfnod pan mae swyddi lleol a chyfleoedd i weithio drwy gyfrwng y Gymraeg yn brin. Rydym yn falch felly o allu cynnig swyddi o safon a chyfloedd datblygu i unigolion fel bod byw a gweithio yng Ngwynedd drwy gyfwng y Gymraeg yn opsiwn go iawn.

Ffrancon Williams, Prif Weithredwr
Cartrefi Cymunedol Gwynedd


Cartrefi Cymunedol Gwynedd and the Welsh language

With over 75% of the population in many areas of Gwynedd speaking Welsh as a first language, providing a fully bilingual service is an integral part of the way we operate in CCG.

All our services are available in Welsh and English and tenants have a right to expect the same standard of service in both languages. We offer tenants the choice of which language they would like us to communicate with them.

Most of our staff are Welsh speakers. All our communications and promotional materials including our website are bilingual. More recently, CCG has moved into social networking where using both languages came naturally. We are one amongst the few housing associations that always tweet and post on facebook in both languages.

However, CCG’s role and committment to the Welsh language goes further than simply offering our services to tenants bilingually. Over five years we are investing £136 million on improving our homes. This brings with it a substantial boost to the county's economy, businesses and jobs.

Nearly half of the improvement contracts have been awarded to small local businesses with every contractor working on the scheme obliged to employ local staff and create apprenticeships. This comes at a time when local jobs and the opportunity to work locally through the medium of Welsh are scarce. We're pleased we can offer quality jobs local and development opportunities so that living and working in Gwynedd through the medium of Welsh is a realistic option.

Ffrancon Williams, Chief Executive
Cartrefi Cymunedol Gwynedd

'Just Google it!'

How quickly have those three words become part of our everyday conversations, and how often do we say them? For so many of us the use of IT, being online and using the internet is just a part of our everyday lives, yet for so many older people it is a real fear. Resent research has shown that only 39% of people over 65 have accessed the internet once in their lives.

So why do older people have a real fear of IT? For some it’s the fear of 'breaking it', of being 'hacked' and of giving out their personal details. For others it’s the language used and for many it's simply not understanding what the internet is for and how they could benefit from getting online. 'I’ve managed all my life without it so why bother now?'

But bother they should.

Being online for older people can literally help them improve their lives and wellbeing. We are an ageing society, where more and more older people find themselves living alone. According to Sarah Rochira, The Older People’s Commissioner for Wales, loneliness in older age is a real issue affecting many, and a 'growing epidemic'. The internet can help us keep in touch with family and friends - we can email, text, Skype or Facebook, make new friends and re-connect with old ones. It can help us keep connected to the world and allows us to contribute to society, whatever our age.

The cost of equipment is often perceived as being prohibitive by older people yet the financial saving that can be made from researching the best prices and buying online can be very cost effective. Being digitally included means you are not financially excluded. For older people, many living on low incomes, using the internet can save them money.

Whether we like it or not, IT is playing an increasing part in all our lives and older people should not be excluded. Care & Repair caseworkers are seen as trusted advisers by their clients, which is why we joined with Communities 2.0 to deliver the MyPad project. Giving caseworkers an iPad to use while visiting our clients in their own homes allows them to show how easy it is to use the internet; the benefits that can be gained and what can be done online, from shopping to booking cinema tickets to emailing grandchildren in Australia to checking the bus timetable.

IT has real benefits for older people and we all need to encourage them and help them to get online. I know it is a real cliché but, you’re never too old to learn. That includes learning how to 'Google it'!


Vera Brinkworth
Head of Learning and Enterprise, Care & Repair Cymru

I don't buy food

CHC hold training events at our head office and there's often leftover food at lunchtime. We’re informed about this in an email… Come and get it! What happens next? Yes, there's an almighty scramble to the kitchen for the chance of a free lunch or a nibble of a piece of cake. But, hold on, how many people need this? Those who haven't prepared lunch, the majority, will say they need this food. Others will say it will only go to waste, the cheese sarnies always do. But is this real need? The numbers taking advantage of this meal are increasing. Would you turn down a free lunch? Or would it be any different if someone told you that they’d do your weekly shopping today for free and deliver it to the end of your street for free? I for one can be honest enough to say I would never give up the chance of free food.

Foodbanks and food parcels have become an established part of communities across the UK. Many communities need them to survive the deep cuts to welfare, and some communities who run them are 'doing their bit for the poor as part of the Big Society'. But what experiences have tenants had with them? Is it a free meal, as Lord Freud describes it, or is there a real need? A tenant living in Blaenau Gwent told me about the food parcels that arrive at their local Community Centre every other week. 'It’s chaos, like a scene from Africa. Everyone runs out and opens up the packages, trying to get the best things. You know, sweets and stuff.' There's no assessment of need and the whole thing lives up to the free meal stereotype. Another tenant tells me of having to pray before receiving a parcel, as most foodbanks are run by religious organisations. Finally, a tenant asks me, ‘What would you do with 12 bottles of tomato ketchup with a hint of balsamic vinegar?’ Ideas on a postcard? Contrary to Zoe Williams' belief, food parcels do contain luxuries. Champagne is the most expensive product I’ve been told about.

The reasons for increasing use of foodbanks have been cited as a change in benefit, a sanction or a delay, or use of payday loans. However, these have all been around for several years now, therefore the recent welfare reforms are not the reason. The problem lies with benefit take up, application and processing. Payday loans are another problem altogether. Welfare reform is exacerbating these reasons for use, and this is set to get worse with possible 7 week delays for Universal Credit payments which will see the desperate Friday become a desperate week. Weekly or fortnightly payments often leave households in desperate financial situations in the last days between payments, and stories of parents not eating on a day or weekend prior to payment is common. However, when monthly UC payments start these days will accumulate into the 4th week, and there is a real danger of parents trying to go several days without food. Food parcels will therefore become an essential need for many.

One of the reasons UC is being rolled out is to increase personal responsibility of finances and to combat the 'I don't pay rent' belief. However, the ever increasing use of food parcels is creating the same problem. Last month, I heard the phrase ‘I don’t buy food, I get one of those voucher things’ for the first time when asking someone about their expenditure on food. What Lord Freud doesn't understand is that changes to welfare benefits are not recognised by claimants in the same way that policy makers see them. Advice agencies used to assist people in desperate need to claim a crisis loan or community care grant, but now they pass on a food voucher. Has the social fund been replaced by foodbanks? Claimants are beginning to believe so and are therefore seeing food as another entitlement. 'I don't buy food'.


Paul Langley
Senior Money Adviser

Is service integration the cure for an ailing NHS?

This year marks the 65^th anniversary of the NHS in Wales and, despite being a hallmark of ‘Great Britain’, it is possibly facing the most challenging time in its entire history. With increasing demand for services, higher expectations and pressure to cut spending, finances couldn’t be any tighter. Or could they?    

Unscheduled care, in particular, is under extreme pressure as more and more people present a t A and E and choose to bypass GP out of hours surgeries.  Hospitals are also struggling to meet existing targets and delayed transfers of care and waiting list times continue to rise.  

Reconfiguration is one solution that’s being offered; however, it’s not just secondary care which is under pressure.  Patients in Wales come into contact with the NHS some 20 million times each year, with 80% of contacts taking place outside of a hospital. On average, people visit their GP seven times a year and we expect this to rise rapidly as welfare reform impacts on wellbeing with more people suffering from depression.  

So, put simply, finances could be and are likely to get tighter!  The good news is that housing associations and Care & Repair agencies can help.  Housing associations and Care & Repair agencies already work closely with social care partners to deliver critical services that contribute to prevention and re-enablement. They are also key players in supporting better community health and staff can be a key contact for older people living alone.    

The Older Persons Commissioner is passionate about ‘Older people wanting to stay safe, healthy and secure’ and that the key requirement for those returning home form hospital is ‘food in the refrigerator, a warm home and continuity of care.’ Housing associations already fulfil this role and they can and want to do more.  

Some housing associations also have their own dementia and extra care homes and provide specialist care and support throughout Welsh communities.  Others employ staff in hospices to reduce pressure on A and E by providing support to homeless people who are often repeat presenters at A and E. Despite this work, the role of housing associations is barely recognised in the new Health, Social Care and Wellbeing bill.
 

As the NHS grapples with how best to simultaneously cut costs, meet demand and improve services, more Local Health Boards have been developing projects with housing associations to provide more integrated/holistic services focused on the needs of the individual. While this might not be a total cure, results so far show that it certainly drives improvement.

We will be celebrating some of these projects during Health & Housing week from 15-19 July and we’re inviting you to engage in this week. Tell us your story, either as a service provide or as a customer, about how integrated services across housing and health have helped you! 

Amanda Oliver
Head of Policy and Research, CHC