Autumn 2026
Our Chat + Play sessions in August brought tenants, families and colleagues together for some summer fun – and a chance to talk. Starting in Llanrwst, we had a great turnout where everyone enjoyed an ice cream and received a chippy-tea voucher! Next we headed to Tan y Lan, Old Colwyn where our arts and crafts proved a huge hit with the children. In Abergele, the sun shone and we joined the Party in the Park where Abergele Community Action celebrated 25 years.
While the children played, our colleagues were on hand to chat, listen, update tenant details and help with any questions or concerns. It’s what Here to Listen, Here to Help is all about – being out in our communities, getting to know you and making it easier to get help when you need it. Thank you to everyone who joined us! 2 | 0300 124 0040 | enquiries@cartreficonwy.org
Welcome...
My name is Danielle, and I’m delighted to introduce myself as Cartrefi Conwy’s Assistant Director of Neighbourhoods. I’ve been part of the Cartrefi Conwy team for over seven years. During that time, I’ve worked in a range of housing roles, supporting tenants directly and leading teams across our services.
Danielle Mason Assistant Director of Neighbourhoods
My role is to make sure we provide the best possible service for our tenants. We want it to be easy to contact us and get the right help when you need it. We also want to help people feel happy and secure in their homes and offer support early, before small problems become bigger ones. This newsletter is for you, so we’d love to know what you think. If there are topics you’d like us to cover or information you’d find useful, please get in touch. Your feedback will help us make each edition useful, relevant and interesting. I hope you enjoy this latest edition of Stronger Together.
Have a question? Your Customer Service team ...
0300 124 0040 *Monday - Thursday 9am - 4.45pm, Friday 9am - 4.30pm
Repairs & Servicing
Advice & Support
Queries
Have you recently changed your phone number or email? Please remember to contact our Customer Service team to update your details. It's important for us to have your correct information so we can easily reach you if needed.
Your payment line ...
0300 124 0060 Available 24/7 Payments
*Our Out of Hours team will help with urgent repairs and housing emergencies.
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Satisfaction Survey results
Thank you - to everyone who took the time to answer the survey call from Acuity
tenants are satisfied with the service they receive
81% overall
satisfaction
89% feel safe and secure
89%
72% feel we
staff are friendly and approachable
listen and act
What you said ...
Feeling safe Many tenants told us they feel safe and secure in their homes, with doors and locks often mentioned. Our people You told us our colleagues are friendly, helpful and easy to talk to.
Repairs Repairs are improving, but there’s more to do. We’re working on better communication and how we work with contractors.
Have your say Some tenants feel they’re not involved enough in decisions. We’re looking at more ways for you to have your say and help shape our services. Join Cartrefi Connects, our Facebook group for tenants, to share your ideas and opinions. Our focus We’ll continue to improve our repairs service, how we deal with anti-social behaviour and how we keep you informed. Thank you for your feedback. It helps us improve. 4 | 0300 124 0040 | enquiries@cartreficonwy.org
Keep talking we're listenin g!
Here’s what we have done over the last 3 months to keep you safe and comfortable in your home ...
3,156
100%
repairs completed
Emergency repairs completed in 24hours
100%
570
Compliance Gas safety checks
Emergency repairs completed
Money Support Team
If you are worried about money, we’re here to help! Our Money Support Team is here to offer free, friendly, and confidential support.
You can speak to the team in a way that works best for you ... In person - We can visit you at home, meet you at one of our community centres, or at our head office in Abergele. Online - You can fill in an enquiry form or use the budgeting calculators on the Cartrefi Conwy Money Matters webpage. Your Housing Officer can also help you get in touch with the team. Email: welfarebenefits@cartreficonwy.org More information, advice, and support can also be found on our website.
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Creating Futures - Making an
6 | 0300 124 0040 | enquiries@cartreficonwy.org
Impact in our Communities
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Fire Safety
Fire Safety Officer Kevin
Stop, Drop and Roll.
Halloween is a great time for dressing up, but some fancy dress costumes can catch fire very quickly. We want everyone to enjoy Halloween and have fun, but it’s important to be aware of the risks. Costumes, candles and naked flames can be dangerous.
If your clothes catch fire, stop where you are, drop to the ground and roll over to help put out the flames.
If someone else’s clothes catch fire, help them to Stop, Drop and Roll, then smother the flames with a heavy coat or blanket.
Kev’s tips for a safer Halloween • Check that fancy dress costumes are fire resistant. • Keep costumes, especially plastic ones, away from flames. • Use battery-operated lights in pumpkins and lanterns instead of candles.
• Keep candles away from costumes, curtains, furniture and anything that could catch fire.
If a fire occurs in your home – remember, get out, stay out and call 999 immediately
Stay safe this Bonfire Night
Fireworks can cause serious injuries and fires if they are not handled safely. The safest way to enjoy Bonfire Night is to go to an organised display. It also means fewer fireworks being set off around our communities, which can help reduce distress for older people, pets and other animals.
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Charge safely – lithium-ion batteries Mobile phones, laptops, e-cigarettes, e-scooters and mobility vehicles can contain lithium-ion batteries. If damaged, faulty or charged incorrectly, they can cause serious fires.
Simple steps to stay safe
Use the right charger – Always use the correct charger for your device.
Keep exits clear – Never charge e-scooters, mobility vehicles or large batteries where they could block your escape. Charge while awake – Don’t leave devices charging overnight or when nobody is home. Unplug when charged – Disconnect the charger once the battery is full.
Know the warning signs – Stop using a battery if it gets very hot, changes shape, leaks, smells strange or makes unusual noises.
If a battery catches fire - don’t try to put it out yourself Get out, stay out and call 999
As your landlord we do not cover your home contents and personal belongings
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Tenant Voice
Helping you have your say ...
Some of you may already know Clare from our Creating Futures team, where she worked as a Community Engagement Co-ordinator. Clare has been part of Cartrefi Conwy for more than five years, working closely with our tenants and communities. Clare also brings something very important to her new role – her own experience as a Cartrefi Conwy tenant. She understands first-hand what it means to be a tenant and can use this experience, alongside her knowledge of our communities, to help make sure your views are heard. We’re passionate about listening to tenants, bringing communities together and giving you the chance to have your say.
Clare will now be your main contact for getting involved with shaping services and service delivery. Through sessions like Tenant Talk workshops and community sessions you can share your ideas, tell us what matters to you and help shape our housing services.
Cartrefi Connects
23 October
Friday
CLARE... your Tenant V oice Coordinator
Join our next Tenant Talk Friday, 23 October
Whether you’ve taken part before or this would be your first time, we’d love to hear from you.
If you’d like to come along, find out more or simply have a chat about getting involved - contact Clare, let her know you’d like to come ... Text/Call/WhatsApp
07733 012 933
Join our dedicated Facebook group designed just for Cartrefi Conwy tenants who want to share their ideas, opinions and help shape decisions.
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Hate Crime Has No Place In Our Communities!
Everyone deserves to feel safe - abuse, threats or harassment because of who someone is are unacceptable and may be a hate crime. What is a hate crime? A hate crime is a crime motivated by prejudice or hostility towards someone because of their: • Age • Religion or belief • Disability • Sexual • Sex orientation • Gender identity • Marriage or civil • Race or partnership nationality • Pregnancy or maternity
It can include verbal abuse, threats, harassment, assault, damage to property, online abuse or offensive graffiti.
Speak up. Help keep our communities safe
Reporting hate crime helps protect you and others and allows us to offer support and take action. In an emergency - Call 999 If someone is in danger or a crime is happening now To report a non-emergency hate crime call North Wales Police - Call 101 Tell Cartrefi Conwy if it is affecting your home or neighbourhood.
We can offer support, investigate what has happened and work with the Police and other organisations. Where appropriate, we can also take action against tenants responsible for haterelated behaviour. If you can, keep a record
Make a note of what happened, when and where it happened and who was involved. Photos, videos or screenshots may also help. Never put yourself at risk to gather evidence!
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ASB - neighbour disputes or everyday living? Anti-social behaviour (ASB) is usually behaviour that is persistent, unreasonable and has a serious effect on other people. Living close to other people means we will sometimes hear our neighbours or have different views about what is reasonable.
When does something become ASB?
Understanding the difference between ASB, a neighbour dispute and everyday living helps us make sure you get the right support. This could include: • Regular loud music or parties late at night • Threats, abuse or intimidation harassment or hate incidents • Deliberate banging or repeated shouting • Drug dealing or criminal activity criminal damage or vandalism • Repeated fly-tipping or misuse of shared areas. For example: A neighbour deliberately plays very loud music every night until the early hours, despite being asked to stop. This could be ASB. Neighbour disputes - Sometimes neighbours simply disagree. This doesn't always mean someone is behaving anti-socially.
Disputes could be about: • Parking • Boundaries or fences • Shared access • Gardens • Visitors or pets • Disagreements that have grown over time For example: A neighbour dispute can arise when residents disagree over parking on a public road, with one person believing a space outside their home belongs to them. This can lead to complaints and tension, even though the parking is available for use by anyone. Generally, this would be considered a neighbour dispute rather than antisocial behaviour. Talking to each other calmly can sometimes solve the problem. Where this isn’t possible, advice or mediation may help. Everyday living and lifestyle differences - When we live close to other people, some noise is unavoidable.
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You might hear: • Children playing or a baby crying • Footsteps from the flat above • Doors opening and closing • Someone leaving early or returning late from work • Visitors, support workers or contractors People also have different family lives, working patterns, cultures and support needs.
These things would not normally be classed as ASB.
For example: Hearing your upstairs neighbour walking around their home is usually everyday household noise.
What happens when you contact us?
We listen - We’ll talk about what’s happening and how it’s affecting you.
We look at the facts - We may ask you to keep a diary or provide information to help us understand. We decide what can help - This could include advice, practical support, mediation or help from other organisations.
We act when needed - If behaviour is persistent and unreasonable, we can take action. This may include warnings or, in serious cases, legal action.
We may also work with the Police, Environmental Health, Social Services and other support services to make sure you get the right help.
ASB = Persistent + unreasonable + serious impact
Talk to us. It could be ASB and we can look into it. It may not be ASB, but if you’re unsure, talk to us. Call our Customer Service team or contact your Housing Officer.
101 Non-Emergency. Call 101 to report a crime that has already happened, raise a local concern or speak to your local neighbourhood policing team.
999 Emergencies only. Call 999 if a crime is happening now, someone is hurt or in danger, there is a threat of violence, or there has been a serious road crash.
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Pumpkin Carving Competition Get creative this Halloween
Take part in our Pumpkin Carving Competition for the chance to win a prize. Whether your pumpkin is scary, funny, creative or unique, we’d love to see it.
How to enter • Take a photo of your carved pumpkin • Email the photo with the subject title “Halloween Competition“ to communications@cartreficonwy.org • Alternatively, send your pumpkin photo to us via Facebook Messenger
Prize
There will be a prize for the Best Carved Pumpkin and Best Family Entry. The winners will receive a £25 shopping voucher.
tries
n send us your e
We’ll also feature the winning pumpkin in a future edition of Stronger Together and on our social media channels.
Closing date - Friday 30 October 2026 When you send your entry, please include: Your name, your address and how we can contact you if you’re one of our lucky winners. Good luck and happy carving!
If you'd like to share any top tips, or suggestions for our next Stronger Together newsletter - please email communications@cartreficonwy.org 14 | 0300 124 0040 | enquiries@cartreficonwy.org
A Day in the Life of a Customer Services Advisor
Ever wondered what happens when you get in touch with Customer Services?
A normal day begins before the phones open at 9am. As first contact, I speak with tenants, colleagues, contractors, and others. I might take a rent payment, repair request, or discuss anti-social behaviour or fly tipping. Quick tip ... our busiest times are 9:30-10:30am and lunchtime, so calling later can mean waiting time is shorter.
Each call is more than just a question. I update records, coordinate teams, arrange repairs, support contractors, follow up on issues, and keep customers informed. I’m pleased to say that over half of enquiries are resolved right away.
Later, an emergency repair call arrives. I assess the situation, log the job, and send it to our trade team. At 4:45pm, calls transfer to Galw Gofal for overnight emergencies. I’ve helped many people with varied issues; calls are brief, but the work often lasts all day.
Customer Services is more than phones; it’s the hub keeping communication, services, and support running smoothly.
• • • •
3,500 incoming calls answered every month
600 outgoing calls made to customers every month 79% of calls answered within 60 seconds
52% of enquiries resolved at the first point of contact
Throughout the day, there are calls and emails about all sorts including repairs, Social Services, even land ownership.
Between calls, I follow up on promises: chase updates, record results, and make sure actions are completed. I also contact tenants to reschedule missed repair appointments. Letting us know if you can’t be home for a scheduled appointment is really helpful - it means we can offer the slot to someone else.
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You said. We did.
Before
Residents at Tŷ Dyffryn told us that overgrown plants and shrubs were making the outdoor areas look untidy and less welcoming
We listened – and our team got to work. The area was cleared and cut back, making the shared outdoor space tidier, easier to use and much more welcoming. It’s a simple change, but one that has made a big difference to the look and feel of the area for residents and visitors.
Dates for your diary October 2026 - Llanfairfechan Tuesday, October 6
10am - 1pm
Tuesday, October 20
3pm - 6pm
Tuesday, October 13
1pm - 4pm
Come along, have a chat with our team.
If you feel that you could benefit from a chat or visit, just let Jacqui know Text/ Call/Whatsapp 07391 069 293
Email Jacqui.Renwick@creatingenterprise.org.uk
Morfa Gele, North Wales Business Park, Cae Eithin, Abergele, LL22 8LJ 0300 124 0040 | enquiries@cartreficonwy.org
Mae’r newyddlen hon ar gael yn Gymraeg ac fel copi sain ar ein gwefan. Audio and print copies of this newsletter are available.
After