AUTUMN 2015 INSIGHT 松園住戶通訊 2015 秋季季刋 INVESTING IN HOMES NEW CHINATOWN MONEY MATTERS WALKABOUTS

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1 AUTUMN 2015 INSIGHT 松園住戶通訊 2015 秋季季刋 INVESTING IN HOMES NEW CHINATOWN MONEY MATTERS WALKABOUTS

2 INSIDE THIS ISSUE: 在這報刋內 : Say hello to... 問好... Investing in homes 家居投資 New kitchens 新廚房套件 New Chinatown 新唐人街 Money matters 金錢問題 Walkabouts 屋苑探訪 Scrutiny update 審查更新 We re delighted to introduce Karen Hui, our latest addition to the Pine Court team. Karen, who is bi-lingual, joined us on a two year apprenticeship in June. As a Housing Apprentice she has been working on a variety of tasks, including admin support, translation, interpreting and customer liaison. INSIGHT - WINTER 2014

3 03 問好... 我們很高興地介紹 Karen Hui 加入我們松園隊伍的最新員工 I VE REALLY ENJOYED COMMUNICATING WITH CUSTOMERS AND I M LOOKING FORWARD TO HELPING THEM MORE IN FUTURE. Karen Hui Housing Apprentice SAY HELLO TO Karen, who lives in Wirral, said she was looking forward to working closely with customers. She said: Previously I worked in the retail sector. Now that the children are more independent I thought it would be a good time to change my career path. I ve been so impressed by what I ve seen here. It s very interesting work and all my colleagues have been so supportive. I ve really enjoyed communicating with customers and I m looking forward to helping them more in future. Karen 擅長中英語, 她在六月加入了我們為其兩年的房屋見習生 作為房屋見習生, 她的工作範圍包括文書支援, 筆譯, 口譯和客戶聯絡 Karen 住在葦盧區, 她期待與住戶有緊密合作 她說 : 以前我曾在零售行業工作 現在孩子更獨立, 我認為這將是一個很好的時機來改變我的職業路徑 我對這工作非常有興趣, 同事們都很支持我 我很喜歡與客戶溝通, 我希望未來能為住戶提供更好的服務 我很喜歡與客戶溝通, 我希望未來能為住戶提供更好的服務 Karen Hui Housing Apprentice

4 04 家居投資 INVESTING IN HOMES A 250k investment programme is underway in Pine Mews. The work, which includes Chung Hok House sheltered accommodation scheme, involves an upgrade of windows and doors. Replacement double glazed windows have been installed in keeping with the existing colour scheme, with work continuing on new windows and doors at the homes on Pine Mews and the communal areas of Chung Hok House. The work has been carried out by our Group partners Sovini Property Services. 價值 250 萬鎊的投資工程已在 Pine Mews 進行 該工程包括為松鹤樓長者屋苑更換新門及窗戶 正在為 Pine Mews 房屋和松鹤樓公共地方進行的更換新門及窗工程, 以及已安裝好的全新雙層玻璃窗門, 都保留了我們原有的颜色 該項工程是由我集團伙伴 Sovini 物業服務部所進行的 松園營運總裁 David Brown 說 : 我們為該工程能順利進行而感到高興 我們為因工程進行而對住戶造成的不便已減到最低, 而新門和窗看起來亦十分專業 WE RE REALLY PLEASED WITH THE WORK THAT S BEEN UNDERTAKEN. David Brown Director of Operations Pine Court David Brown, Pine Court s Director of Operations, said: We re really pleased with the work that s been undertaken. Disruption for customers has been kept to a minimum and the new installations look very professional. 我們為該工程能順利進行而感到高興 David Brown Director of Operations Pine Court

5 05 我們有兩個在利物浦市中心 住的住戶受惠於更換最新廚 房套件 蘇生和蘇太在一周內更換了新的廚 房套件 新廚房套件 NEW KITCHENS Two of our customers in Liverpool City Centre are the latest to benefit from a replacement kitchen suite. Mr and Mrs Su had a new kitchen installed within a week after their old suite came up for renewal. The couple, who have lived in Nelson Street for the past year, had their choice of tiles, taps, units and worktops and the overall colour scheme of the new suite. THE FITTERS DID A REALLY GOOD JOB. Mr Su Customer Mrs Su said it looks really nice! I like it, while Mr Su commented there were no problems with the installation, the fitters did a really good job. There was a good range of options and everything was finished within a week. Our properties are surveyed regularly to assess whether any improvement works are required. Work is undertaken by our Group partners Sovini Property Services. Bi-lingual Housing Assistant Jacque Atkin said: The customers are very happy with the work that has taken place. The operatives from Sovini Property Services have done a very professional job. The supervisors have been overseeing the job checking every detail. I ve been very impressed. 這對夫妻住在Nelson Street多年 他們可以自己選擇瓷磚 水龍頭 廚柜和檯面和整體顏色配對 蘇太說 這看起來真的不錯 我 很喜歡 而蘇生評論 安裝沒有 問題及安裝人員做得很好 而且還 有一個很好的選擇範圍 整個工程 在一個星期內完成 我們會定期為房屋進行評估 看看 是否有任何必需改善的工程 工作 是由我們集團的合作夥伴 Sovini 物 業服務部負責 雙語房屋事務助理Jacque Atkin說 住戶對工程非常滿 意 Sovini物業服務部的工作人員 非常專業 管理人員一直在監督檢 查工作的每一個細節 這是我非常 深刻的印象 安裝人員做得很好 Mr Su Customer INSIGHT - AUTUMN 2015

6 06 NEW CHINATOWN Plans for a 200 million redevelopment of Liverpool s Chinatown have been submitted to the city council. INSIGHT - AUTUMN 2015 The proposed development, which includes 800 apartments, 120,000 sqft of commercial and retail space and a 140-bed hotel, centres around land on Great George Street. The developers hope to attract 200 new businesses and create 1,000 new jobs in the area. Work is scheduled to start on the new development before the turn of the year. Pine Court Director of Operations David Brown said: As a major stakeholder in the area we have been involved in the consultation and we ll continue to keep our customers informed. These are exciting proposals and we re keen to see the redevelopment of Chinatown. THESE ARE EXCITING PROPOSALS AND WE RE KEEN TO SEE THE REDEVELOPMENT OF CHINATOWN. David Brown Director of Operations Pine Court

7 07 BME RESEARCH RESULTS BME National and the Human City Institute have produced their findings into the future of BME (black and minority ethnic) Housing Associations. 新唐人街 計劃用200萬鎊重建利物 浦唐人街已提交市政府 建議發展主要集中在 Great George Street 其包括 800間公 寓 12萬平方米的商業和零售空間 和 140間房間的酒店 發展商希望吸引200間新的商店及 在該地區創造1000個新的就業機 會 新的工程計劃在年末進行 松園營運總裁 David Brown 說 作為在該地區的主要利益相 關者 我們已經參與協商和我們將 會繼續保持與我們的住戶聯絡 這是令人振奮的建議 我們很希 望看到重建唐人街 這是令人振奮的建議 我們很希望看到重建 唐人街 David Brown Director of Operations Pine Court Some of our customers recently attended a focus group to discuss what life is like as a Pine Court customer. The report concluded that BMEs offer well-managed, value for money, culturally sensitive and community-focused services. The report added that BMEs create significant economic and social value in some of the most disadvantaged neighbourhoods in the country. 黑人和少数 民族調查結果 國家黑人和少数民族和人類 城市學院已為將来的黑人及 少數民族房屋協會得出了數 據 我們一些顧客最近出席了一個專题小 组去討論做松園住戶的生活是怎樣 的 該報告概括了黑人和少数民族房 屋協會提供完善管理 物有所值 切 合文化以及專注社區的服務 該報告 亦補充了黑人和少数民族為國家一些 弱勢社區創造了經濟效益和社會價 值 INSIGHT - AUTUMN 2015

8 08 Our Financial Inclusion service provides valuable welfare assistance to our customers. Aigburth Vale customer Tieu Binh Tien did not receive any benefits for around three months after starting part-time work. As someone who speaks very little English, Ms Tien struggled to have her benefits re-instated and was left to cope with limited funds. MONEY MATTERS She turned to Financial Inclusion Officer Susanne Garvey and Bi-lingual Housing Assistant Jacque Atkin for support. Ms Tien, who has been a Pine Court customer since 2010, said: When my benefits stopped I had no money and felt very scared. I owed lots of rent and had no income. I didn t know what to do. Thanks to the language service I was able to give all my information to Susanne and she was very approachable. Now that my benefit has been approved again I feel relieved and very happy. We can offer: Full benefit checks to ensure that you are getting the right payments Help with benefit form completion Advice and assistance to appeal negative decisions Help with completing discretionary housing payment applications Help to work out better off scenarios Help when your circumstances change Help in dealing with overpayment issues Help to liaise with the DWP and housing benefit offices to sort out any problems. NOW THAT MY BENEFIT HAS BEEN APPROVED AGAIN I FEEL RELIEVED AND VERY HAPPY. Tieu Binh Tien Customer Our advice service is held every Wednesday afternoon at our office to help you get to grips with welfare benefits. For more information or to make an appointment call us on

9 09 我們可以提供 金錢問題 我們的財政普惠服務給我們 的住戶提供保貴的福利協 助 Aigburth Vale 的住戶王小苹開始有 兼職工作後 就大約三個月沒有收 到福利 正如王女士只會說一點英語 對福 利重新設置有麻煩 及留下有限的 資金 她向財政普惠主任Susanne Garvey 和雙語房屋事務助理 Jacque Atkin 尋求幫助 王女士自2010年一直是松園的住 戶 她說 當我的福利停了而我 沒有錢 心裡非常害怕 我欠了很 多房租和沒有收入 我不知道該怎 麼辦 由於有語言的服務 這使我能夠給 我所有的資料給 Susanne 和她很平 易近人 現在 我的福利再次被 批准 我感覺很安心和高興 完整的福利审查 以確 保您得到正確的付款 幫助填寫福 利申請表 諮詢和援助否定性裁 決的上訴 幫助完成酌情房屋 福利申請 幫助制定 更好 的福利申請 在你情況改變時 提供幫助 幫助處理超 付福利問題 幫助聯絡就業及退休保 障部和房屋福利辦公室 幫你解決福利問題 現在 我的福利再次被批 准 我感覺很安心和高興 Tieu Binh Tien Customer BI-LINGUAL SERVICES Our Bi-lingual Housing Assistant Jacque Atkin recently achieved the Level 3 Interpreter qualification in Chinese/English. Wilson Lau also recently achieved Chinese (Mandarin) stage 1 qualification. Well done to both. 雙語服務 我們的雙語房屋事務助理 Jacque Atkin 最近考獲了中 英傳譯三級資格 Wilson Lau 亦考取了普通話一级資 格 這很值得我們鼓舞 HOUSING REGISTER Do you have friends, family or neighbours who would like to become a Pine Court customer? They can call us on or us to be added to our housing register. 登記註册房屋 每逢星期三下午 我 們將會在辦事處舉辦 福利諮詢服務 欲想 了解更多信息或預 約 請致電 查詢 若閣下有家人 朋友或鄰居想 成為松園的住戶 他們可致電 或電郵我們 来申請我們的房屋 INSIGHT - AUTUMN 2015

10 10 WALKABOUTS 屋苑探訪 Join us on a walkabout! Want to tell us about environmental issues and maintenance issues in your area? Join your Housing Officer on a walkabout. 我們邀請所有 想講給我們您的地區環境和維修問題? 加入您的房屋事務主任屋苑探訪 SCHEME 屋苑 DATE 日期 TIME 時間 Ulster Rd & Durban Rd 04/11/ am Harmony Way 04/11/ :30am Celendine Cl & Mafeking Cl 04/11/ am Trefoil Cl & Upper Warwick St 06/11/2015 2pm Berkley St & Upper Parliament St 05/11/2015 2pm Darnley Street, Mill St & Northumberland St Yates St, Mornington St & Saddlestone Gr 05/11/ am 05/11/ :30am Chung Hok House 13/11/ am Pine Mews 11/11/ :30am Nelson St 13/11/ am Hardy St 13/11/ :30am Great Georges Square 13/11/ am Aigburth Vale 12/11/ am Pine Court & Elm Court 18/11/2015 2pm Holt Rd & Sidney Rd 18/11/2015 3pm MEETING POINT 集合點 Outside 49 Durban Rd 在 49 Durban Rd 外面 Outside 46 Harmony Way 在 46 Harmony Way 外面 Outside 1 Celendine Cl 在 1 Celendine Cl 外面 Outside 159 Upper Warwick St 在 159 Upper Warwick St 外面 At rear car park area 在大廈後方停車場範圍 Outside 166 Mill St 在 166 Mill St 外面 Outside 2 Yates St 在 2 Yates 外面 At communal lounge 在公共客廳 Car park by Chung Hok House 在停車場範圍近松鶴樓位置 At rear car park area 在大廈後方停車場範圍 At building front door 近大廈大門位置 At rear car park area 在大廈後方停車場範圍 At building front door 近大廈大門位置 At Pine Court entrance 在 Pine Court 入口處 Outside 21 Holt Rd 在 21 Holt Rd 外面

11 11 審查更新 SCRUTINY UPDATE Our newly established Customer Empowerment Panel have selected their first service area for review. The involved customers will carry out a review of the Repairs Process to ensure the service continues to perform effectively. The Customer Empowerment Panel will work in partnership with managers to propose improvements and monitor under-performing areas of the service, ensuring processes are followed correctly. Bi-lingual Housing Assistants Wilson Lau and Jacque Atkin will sit in on all meetings, ensuring our non-english speaking customers can effectively have their say. To find out more or to express an interest in getting involved, please call Tracy from our Customer Empowerment Team on or tracy.newman@sovini.co.uk 我們新成立的客戶授權小组 已選出第一個要審查的服務 地方 有份參與的住戶將為維修進程作審 查 以確保其進程能作出有效的服務 表現 客戶審查小组會與經理共同合作 提 出改進的建議和監督不達標的服務範 圍 以確保其進程能正確運行 雙語房屋事務肋理 Wilson Lau 和 Jacque Atkin 將會出席所有會議 以確保我們說華語的住戶能夠有效地 發言 要了解更多信息或有 興趣參入 請致電我 們客戶授權部門的 Tracy 或 发電郵到tracy.newman@ sovini.co.uk INSIGHT - AUTUMN 2015

12 Certificate Number 2771 ISO 9001, ISO 14001, ISO 27001, OHSAS CONTACT US 聯絡我們 ADDRESS 地址 : 1 Nelson Street, Liverpool, L1 5DW TELEPHONE 電話 : FAX 傳真 : 發中 / 英文電郵到 : contactus@pinecourt-housing.co.uk OUT OF HOURS EMERGENCY REPAIRS SERVICE: 非辦公時間緊急維修熱線 : If you need help understanding the information in this leaflet, or you would find it easier to access in large print, Braille, audio, or another language, please contact us on 如果您需要幫助了解這個小冊子的資料, 或者你需要大號字體 盲文版 錄音資料或其他語言, 請與我們聯絡 OPENING HOURS 辦公室開放時間 NELSON STREET OFFICE: OPEN 9.30AM PM WEEKDAYS (CLOSED FOR LUNCH 12:30PM - 1:30PM) TELEPHONE ANYTIME BETWEEN 9AM - 5PM WEEKDAYS NELSON STREET 辨事處開放時間由週一至週五上午九時半至下午四時半 ( 下午十二時半至一時半午膳時間關門 ) 接聽電話由週一至週五上午 9 時到下午 5 時任何時間