Issue 14
Your Guinness Inside...
: Good neighbours ities Helping commun ing Feature: Supporthome you beyond your Fire safety: ur home Staying safe in yo
MyGuinness:
managing your home, your way
Complete our Household Survey
with the chance to win £100! We want to make sure the services you receive from us work for everyone in your household. By completing our Household Survey, you’ll be helping us understand what you need from our services. And as a thank you, you’ll be entered into our prize draw, where 10 lucky residents will each win £100 in shopping vouchers.
How do we use your information? Once we receive your completed survey, we update our systems with your answers. This helps us understand your household’s needs so we can shape and deliver our services in ways that better support you at home.
About the Household Survey The survey has five short sections covering your contact details, communication preferences, and health circumstances. Every question is optional - if you’d rather not answer something, simply select ‘Prefer not to say’.
If this is your first time completing the Household Survey - or if your circumstances have changed - now’s the perfect moment to take part.
How can I fill in the survey? If you have already completed the survey and nothing has changed, you don’t need to do it again. Click here to get started. If you’ve received a printed copy of this magazine, you’ll also find a paper survey and a pre‑paid return envelope inside.
Win £100 in shopping vouchers
When you return your survey, you’ll receive one automatic entry into our prize draw for a chance to win £100 in shopping vouchers. Each household can only be entered once, no matter how many surveys are completed.* The prize draw closes on 31 October 2026, so make sure you return your survey before that date to be included. You’re still welcome to send the survey back afterwards, but any surveys received after 31 October won’t be entered into the draw. You’ll be entered whether you answer a little or a lot - it’s entirely up to you. If you’d prefer not to be entered, just let us know when you return your Household Survey. *T&Cs are available on our website via this link.
2
Your Guinness
Welcome
In this issue of Your Guinness, we’re focusing on the many ways we’re working to improve our services and create stronger neighbourhoods together. One of our biggest recent changes is the launch of our new MyGuinness online service. Developed with residents and shaped by your feedback, it gives you greater flexibility and control over how you access services and information and how you stay in touch with us. We’re pleased to see so many residents already making use of it, and we hope even more will benefit from using it in the months ahead. You’ll also find practical information on topics that matter every day, from fire safety and emergency planning to maintaining healthy homes and understanding the support available if you need adaptations to your property. Alongside this, we’re sharing opportunities that go beyond housing, including employment support, resident discounts and community grants that can help bring local projects to life. Just as importantly, this issue celebrates the role you play in shaping Guinness. Whether through our Customer Committee, Resident Voice Panels or the feedback you give us every day, your insight helps us improve our services and make better decisions. Thank you to everyone who contributes their time, ideas and experiences. We’ll soon be recruiting new members to join our Resident Voice panels. If you’d like to join, please contact our Resident Engagement Team at ResidentEngagementTeam@guinness.org.uk. We know there is always more to do, and we remain committed to listening, learning and improving. By working together, we can continue to create places where people feel respected, supported and proud to call home. Thank you for being part of the Guinness community, and I hope you enjoy this issue of Your Guinness. Catriona Simons, Chief Executive
Contents Staying safe in your home Out-of-hours provider Rechargeable repairs STAIRS Resident Engagement
4 Welcome from the CEO My Guinness: Managing your home, your way Supporting you beyond your home Good neighbours
6
10 12 13 13 14
3 4 6 8
8
14 Your Guinness
3
MyGuinness: The new and improved MyGuinness is now live and available to download as an app. We’ve listened carefully to your feedback and worked closely with residents to create a tool that makes contacting us and managing your home simpler, and more convenient. Whether you prefer using an app or going online, MyGuinness gives you more choice in how you stay in touch with us and manage your account.
Getting started You can register in just a few minutes using your Payment Reference Number (PRN), which you can find on letters we’ve sent you. You will also need this number when you phone us so please keep it handy. Simply download the app or visit www.guinnesspartnership.com/ myguinness and follow the step-bystep instructions.
Designed with your help MyGuinness is all about giving you more control and flexibility, while keeping things easy to use. Join more than 25,000 users who find MyGuinness intuitive, easy to navigate, and simple to use.
With the new MyGuinness app and online service, you can: n
Book and manage repairs
Manage your account at a time that suits you Make payments securely n Check your rent statements n Update your personal details n n
You can access your account anytime, anywhere – whether that’s from your phone, tablet or computer. * As the previous MyGuinness system has closed, you’ll need to register for the new service to continue managing your account online. 4
Your Guinness
managing your home, your way Prefer to speak to us? If you do need to phone us, you can now use your Payment Reference Number (PRN) to complete the security check before you speak to us - so when you’re through to an advisor we can get straight onto dealing with your enquiry. You can also access certain information and complete actions by phone without talking to us - for example checking your rent balance and making a payment.
MyGuinness, your way To get started, click here to register and download the app today.
Your chance to win £500 for a chance Sign up today voucher. to win a £500 erms and Read the full T re: Conditions he spartnership. www.guinnes -draw/ com/mg-prize
The app is so easy to use! I can see my balance and make a payment whenever it suits me. Your Guinness
5
Through our partners, we offer support to improve wellbeing, build skills, and bring people together.
Supporting you e m o h r u o y d n o bey Stay Nimble:
get a job, develop your career
You can also receive personalised support to identify your strengths, skills, and values, to set goals and to explore career opportunities.
We’re working with Stay Nimble to support people into work or to provide coaching to help them develop their career.
You can access four hours of one-to-one coaching and lifetime access to the Stay Nimble platform.
Whether you’re currently out of work, changing careers, returning to work, or developing your skills, a qualified coach can help you achieve what you need.
Small personal grants are also available to help cover costs related to securing a job, including travel to interviews, work clothing, training, or tools needed for work.
Coaches can support you with finding the right job, improving your CV, completing applications, and building confidence for interviews.
6
Your Guinness
Stay Nimble
Click here to visit our Stay Nimble page
Housing Perks: every day discounts
Through our partnership with Housing Perks, you can access discounts on everyday essentials from retailers including Sainsbury’s, Asda, Argos, B&Q, Primark, and Morrisons. The free app offers discounts of up to 20% off, helping you save money on groceries, fuel, clothing, home furnishings, and more.
Housing Perks
Click here to visit our Housing Perks page
Your views matter. Let us know what projects, activities, and opportunities you’d like to see in your community, and help shape future initiatives by filling out a short form on our website by clicking here.
Community Grants:
get funding to support your community Our Community Grants programme is now open. You can apply for up to £500 to fund local projects, activities, or events that bring people together. Whether your idea is creative, educational, social, or focused on wellbeing, your project just needs to benefit your community. From sports coaching and community lunches to arts, wellbeing, and gardening projects, we’re keen to support ideas that bring people together and create positive change.
Community Grants
Click here to visit our Community Grants page Your Guinness
7
Good Neighbours
We want our homes and neighbourhoods to be places where people feel safe, respected and proud to live. Everyone has the right to enjoy their home in peace, and your tenancy agreement sets out the responsibilities we all share to help make that possible. By being considerate of others and looking after our homes and communities, we can create positive places where everyone feels welcome. 8
Your Guinness
Being a good neighbour
Parking considerately
Everyone is responsible for their own behaviour and that of anyone living in or visiting their home. Please be mindful of your neighbours and avoid anything that could cause nuisance, alarm or distress, such as excessive noise, threatening behaviour, damage to property or actions that affect others’ enjoyment of their home.
Please park responsibly and only in designated areas. Avoid blocking emergency access routes, driveways or allocated parking spaces, and do not park on grass verges or footways where this could cause damage or create a safety risk.
Keeping pets responsibly Pets can be a valued part of the family, but they must be kept responsibly. Permission is required before keeping a pet, and owners should make sure their pets are well cared for, under control and do not cause disturbance to neighbours. Dog owners are also responsible for cleaning up after their pets.
Gardens, balconies and shared spaces If you have a garden or balcony, please help keep it clean, tidy and well maintained. Balconies should be used safely and not for storing items that could create a hazard or nuisance. Communal areas such as corridors, stairways and shared outdoor spaces should always be kept clear so they remain safe and accessible for everyone.
Managing waste and recycling Using the correct bins and keeping bin areas tidy helps maintain a pleasant environment for everyone. Please remember to tie bin bags securely and double bag if it’s needed. These measures help prevent pests being attracted to bin areas. If you have any cardboard boxes, please break these down before putting them into the recycling.
Reporting crime Your home must not be used for illegal activity. If you witness anti-social behaviour, hate crime, vandalism, drug-related activity or other criminal behaviour, please report it to the police and let us know. If someone is in immediate danger or a crime is taking place, always call 999. For more information about your tenancy, Good Neighbour Agreements or anti-social behaviour, please speak to your Customer Liaison Officer, chat to us on Live Chat (www.guinnesspartnership.com) or call 0303 123 1890 (Monday to Friday, 8am-8pm). Your Guinness
9
Staying safe in your home Your safety is incredibly important to us, and there are simple steps everyone can take to help keep both homes and shared spaces safe. A few small habits can make a big difference. Simple daily habits can help keep everyone safe: eep communal corridors and stairwells clear K est smoke alarms and carbon monoxide detectors regularly T n S witch off electrical items overnight and make sure appliances n n
are CE or UKCA marked Close internal doors at night to help slow the spread of smoke and fire n Avoid storing flammable items on balconies, and never use barbecues there n If you smell gas, call the National Grid emergency line immediately on 0800 111 999 and follow the advice they give you. n Never charge electric bikes in communal areas, or overnight in your home. n
If you ever have concerns about safety in shared areas, please contact us. 10
Your Guinness
Helping you stay safe in an emergency From April 2026, new national fire safety regulations came into effect. These changes mean that residents who may need help to leave the building in an emergency are entitled to a Residential Personal Emergency Evacuation Plan (RPEEP).
What is a RPEEP? A RPEEP is a simple, personalised plan that records what support you would need to leave your home safely during a fire or other emergency. It is created with your consent, based on a conversation about your individual circumstances. If you agree, relevant information will be shared with the Fire & Rescue Service, so they know how best to assist you in the event of a fire or other emergency.
How we can help If a health condition or any other factor could affect how you respond to or escape during a fire or other emergency, our Customer Liaison Officers can arrange an appointment with you to discuss your needs. We’ll arrange a Person-Centred Fire Risk Assessment (PCFRA) to look at your individual needs and help us understand whether any adjustments are needed to support your safety in the unlikely event of a fire - such as vibrating pillows for people with hearing impairments or information in Braille. Based on this assessment, we’ll work with you to create a RPEEP if one is needed. You’ll receive your own Evacuation Statement, so you’re clear about what to do in an emergency. Taking part is your choice, but it’s an important step in helping keep you safe.
Who might need additional help? The new regulations will apply to residents who live in high-rise buildings or in buildings over 11 metres tall (where those buildings are designated as simultaneous evacuation in the event of a fire). You might need a RPEEP if you or someone in your household has: n
A long‑term illness
n
Mobility difficulties or a disability
n
Sight or hearing impairments
n
A temporary injury (for example, a broken leg)
n
Are in the later stages of pregnancy
Are caring for several young children Sharing information about your needs helps us identify anyone who may be at a greater risk during a fire and helps us ensure the right support is in place.
n
We’re here to help The new legislation is about making sure no one is left without the support they need in an emergency. If you think you, or someone you know, could benefit from a RPEEP, please complete the online form on our website. Together, we can help keep everyone safe.
RPEEP
Click here to complete our online form
Your Guinness
11
New out-of-hours provider chosen with residents
We’ve recently appointed a new out-of-hours service provider following a competitive procurement process supported by residents. First Call has now taken over from the previous provider and will deliver our out-ofhours emergency phone service when our offices are closed. Available 24 hours a day, seven days a week, First Call also work alongside our teams during particularly busy periods, helping us respond to calls more quickly and deliver a better experience for residents. Residents helped us choose the new provider, taking part in a full day of presentations from six suppliers. Their views and scores formed an important part of the evaluation, and their feedback helped inform the responses given to all bidders. Thank you to all those who took part.
What this means for you You can expect: n
n
n
A smoother experience, with First Call managing your enquiry from start to finish wherever possible. mergency repair requests to be assessed E straight away. If the issue meets our emergency repair criteria, it will be booked immediately and attended to within our 24-hour response target. We’ll ask you to confirm that you, or another person aged 18 or over, can provide access to the property during this time. Clear advice on what to do next if your enquiry does not meet our emergency repair criteria, including how to report it through MyGuinness or via our website..
When you call us, please have your Payment Reference Number (PRN) handy so you can complete the automated security check. You can find your PRN on letters we have sent you. 12
Your Guinness
When might we recharge you for a repair? While we remain responsible for many repairs, you may be charged if damage has been caused by you, a member of your household or a visitor, or where a tenancy responsibility has not been met. This could include things like unauthorised alterations, blocked drains caused by misuse, garden or rubbish clearances, damage to communal areas, or replacing lost keys and fobs. The policy was developed in consultation with residents and reflects their views on what we should recharge for and in what circumstances. We’ll always consider individual circumstances before making a decision and won’t recharge for normal wear and tear, emergencies, or where doing so would be unfair or unreasonable.
Recharge policy
Click here to read the full recharge policy on our website
Social Tenants Access to Information Requirements (STAIRs) Social Tenants Access to Information Requirements (STAIRs) is a new government policy that helps you, our residents, access information about our housing functions such as: n
The services we offer
n
The policies we have
n
Our governance and decision-making
n
Our finances and spending
n
The homes we have and future
plans for building n
How we are performing.
STAIRs is being introduced in two phases: Phase one: The Publication Scheme From 1 October 2026, Housing associations have to provide a publication scheme online, setting out what information is available and how it can be accessed. We have already launched our publication scheme on our website here www.guinnesspartnership. com/publication-scheme. We will be adding more information before October and will continue to update and develop this area. Phase two: Information Requests Social housing tenants and shared owners will be able to make a request, for information under STAIRs from 1 April 2027. More information about how to do this will be shared on our website ahead of 1 April 2027. Your Guinness
13
Resident engagement We believe residents should have a real influence on how our services are designed and delivered.
How much time is involved? Panel meetings are held every three months, usually lasting around two hours online or in person. You’ll also need to review meeting papers beforehand, with occasional additional workshops or meetings.
By working in partnership and listening to your experiences, we ensure resident voices are at the heart of our decisionmaking. There are many ways to get involved at Guinness, and below are two key opportunities to help shape our services locally and nationally.
Skills and experience We’re looking for residents who: n Want to help improve services n Listen to and respect different views n Can represent local voices n Work well as part of a team
Resident Voice Panels
Help influence our decisions
14
We’ll soon be recruiting new members to join our Resident Voice panels. Register your interest by clicking here, and we’ll let you know when opportunities become available in your area. We currently have four Resident Voice Panels in London; Manchester; Yorkshire, Nottinghamshire, and Derbyshire; and the South East and Coast, with plans to establish a panel in every region. Panels bring residents together with Guinness staff to review services, explore local themes, and influence decisions at a regional level. The focus is on overall regional performance, not individual estates or personal concerns. Panels help shape service improvements, communications, and regional priorities, and feed into our national Customer Committee. Your Guinness
e
Training and support We provide optional training, full briefings, and digital support to help you take part. Rewards or recognition To recognise and thank you for your involvement, we provide: n Travel and expense reimbursement n Shopping vouchers n Personal development and conference attendance opportunities Accessibility support So everyone can get involved, we offer: Online and hybrid meetings, with support to join and participate n Accessible venues n Alternative formats, including large print, Easy Read, and translations. n
Our Customer Committee reviews how well our services are working, challenges us when they’re not good enough, and makes sure residents’ voices drive real improvements at the very top of our organisation. Residents work alongside our senior leadership team and Board to hold us to account and make sure we’re delivering services well.
How much time is involved Around 8 hours per month, including meetings, reading papers, and contributing to in depth service reviews. Skills and experience Committee members need a broad understanding of residents’ needs and concerns, along with the ability to support improvements that help residents thrive.
How to get involved Interested in joining in the future? Register your interest by clicking here, and we’ll keep you updated about recruitment opportunities. We welcome applications from residents of all backgrounds and experiences.
e
Training and support Members receive a tailored induction, along with training and development as part of the onboarding programme.
Customer Committee
Delivering services in the right way
Get involved online Join our online engagement site, Your Voice. It’s an online space for Guinness residents to get involved, help shape services, and influence decisions that affect their homes. You’ll be able to share ideas, give feedback and participate in projects using different tools, from quick polls to idea boards.
Your Guinness
15
Contact us With a MyGuinness account you can view and manage your account instantly, update your details, and pay your rent at any time. www.guinnesspartnership.com/myguinness Speak to us online with Live Chat. www.guinnesspartnership.com Call Customer Services on 0303 123 1890. We’re open Monday to Friday, 8am – 8pm. For urgent out-of-hours repairs, you can call us anytime. When you call us, please have your Payment Reference Number (PRN) handy so you can complete the automated security check. You can find your PRN on letters we have sent you. If you have hearing or speech difficulties, you can contact us via Text Relay: 18001 0303 123 1890 You can report a communal repair, anti-social behaviour, neighbourhood issue, or other general queries using our online forms. Visit www.guinnesspartnership.com/contact-us/
Visit our Facebook page /guinnesspartnership
We can translate this document into your preferred language. We can also provide it in large print or audio format on request. نســتطيع ترجمة هــذه الوثيقة .إىل اللغــة التــي ترغبها نحــن نســتطيع ترجمة هــذه الوثيقة اىل .اللغة التــي تفضلها وميكننــا أيضــا أن نقدم اليك هذه الوثيقــة مطبوعــة بالخط الكبري أو عىل .هيئــة صوتيــة عند الطلب
Arabic
Bengali
Chinese traditional below,
আমরা এই কাগজটি আপনার পছন্দের ভাষায় অনুবাদ করতে সক্ষম। Chinese traditional below, অনুরোধক্রমে, আমরা এটি মোটা হরফে 我們可以將文件翻譯成你首選語言。 অথবা অডিও আকারেও দিতে সক্ষম।
Chinese traditional below,
我們也可以也應要求提供大字版和語音版本。 Chinese traditional below, 我們可以將文件翻譯成你首選語言。
我們也可以也應要求提供大字版和語音版本。
French
Nous pouvons traduire ce document dans la langue de votre choix. Nous pouvons également l’éditer en gros caractères ou en format audio sur demande.
Portugese Podemos traduzir este documento para o idioma da sua preferência. Também podemos fornecê-lo, a pedido, em letra de tipo grande ou em formato áudio.
我們也可以也應要求提供大字版和語音版本。 我們也可以也應要求提供大字版和語音版本。
Chinese Simplified, 我们可以将文件翻译成您首选的语言。
我们可以将文件翻译成您首选的语言。 我们也可以应要求提供大字版和语音版本。
Chinese Simplified, 我们也可以应要求提供大字版和语音版本。 Chinese Simplified,
我们可以将文件翻译成您首选的语言。 我们可以将文件翻译成您首选的语言。
ਅਸੀਂ ਇਸ ਦਸਤਾਵੇਜ਼ ਦਾ ਅਨੁਵਾਦ ਤੁਹਾਡੀ ਤਰਜੀਹੀ ਭਾਸ਼ਾ ਵਿੱਚ ਕਰ ਸਕਦੇ ਹਾਂ। ਅਸੀਂ ਬੇਨਤੀ ਕੀਤੇ ਜਾਣ ’ਤੇ ਇਸ ਨੂੰ ਵੱਡੇ ਪ੍ਰਿੰਟ, ਜਾਂ ਆਡੀਓ ਫਾਰਮੇਟ ਵਿੱਚ ਵੀ ਮੁਹੱਈਆ ਕਰ ਸਕਦੇ ਹਾਂ। Somali
Waxaan u turjumi karnaa dukumintigan luuqadda aad doorbidayso. Waxaan sidoo kale ku bixin karnaa iyadoo ah qoraal far weyn ah, ama qaab cod ah codsi haddii la codsado.
Tamil உங்களுக்கு விிருப்பமாான மொ�ொழிியிில் இந்த ஆவணத்தைை எங்களாால்
Chinese
மொ�ொழிிப்பெெயர்க்க முடியும்.
我們可以將文件翻譯成你首選語言。 我們可以將文件翻譯成你首選語言。
Chinese Simplified,
Punjabi
Polish
Dokument ten może zostać przetłumaczony na wybrany przez Państwa język. Na Państwa prośbę możemy go również dostarczyć w formacie audio lub dużego druku.
கோ�ோரிக்கைையிின்பேேரில் பெெரிய அச்சு
அல்லது ஆடியோ�ோ வடிவிிலும் எங்களாால் வழங்கமுடியும்.
Urdu ہم اس دستــاویز کا آپ کــی پسند کی
ہم اس دستــاویز کا آپ کــی پسند کی زبان میں ترجمہ کروا ســکتے ہیں۔ ہم درخواست پر اســے بڑے پرنٹ یا آڈیو فارمیٹ میں بھی فراہم کرســکتے ہیں۔
Your Guinness
16