On the date above, our Contact Centre will be unavailable between 8:45am and 11:00am. Please only call during these times if you have an emergency repair. For nonemergency repairs or queries, you can email contact@fairhive.co.uk or use your My Home Hub account and our team will respond to your request during Contact Centre working hours. 17
SEPT 2025
2025
Thorpe Park trip for our residents this October half term!
Stay up to date on our events page for how to register: www.fairhive.co.uk/events
Scan here to visit our events webpage
Our Welfare Support Team host the hub in Aylesbury which is open to all residents. We can offer advice ranging from housing, welfare, debt, benefits, employment opportunities, training, digital support and family matters. No appointment needed.
The Community Hub is open every Tuesday morning from 9.45am until 11:45am. Find us at: The Vineyard, Gatehouse Close, Aylesbury, HP19 8DN.
Dear Resident
I’m pleased to take this opportunity to introduce myself as Peter Nickerson, Assistant Director of Health and Safety here at Fairhive. In this autumn edition of Residents News, we’ve packed in a wide range of updates, helpful reminders, and community highlights that we hope you’ll find both informative and enjoyable.
Inside, you’ll find a round-up of recent resident events, including a look back at our Summer Fun activities, and a preview of what’s to come, such as our exciting Thorpe Park trip in October. Be sure to check out the Dates for Your Diary section (page 2) for more information.
We’re also shining a spotlight on our Resident Forum, where members share their thoughts on key topics and help shape the future of our services. On pages 12 and 13, you’ll find a special feature all about our Support Services Team, led by Shelley, who provide vital support to residents across our communities.
This issue includes an update on Great Gardens, celebrating the green-fingered efforts of residents, and an introduction to some of the friendly colleagues behind the scenes in our Meet the Team section. We’re also highlighting the importance of home contents insurance for social housing residents—have you got yours?
As always, we’re committed to keeping you safe and informed. You’ll find practical advice on caring for your shower heads to prevent Legionella, and a reminder that all our operatives carry ID. Please don’t hesitate to ask to see it to protect yourself from door-to-door scam callers.
We’re also sharing updates from our Community Engagement Team introducing our HiveView feedback opportunities, a new Influencers Group initiative, and a feature on how to Boost Your Potential through training and development. Plus, we’ve included a quick note on how we handle complaints.
We’d love to hear what you think of this issue. Your feedback on Residents News helps us to shape future editions so please scan the QR code on the front cover or get in touch to share your opinion.
Be sure to keep an eye on our website and social media for the latest updates, and I look forward to seeing many of you at our upcoming events.
Peter Nickerson, Assistant Director Health and Safety Compliance
Celebrating your Resident Forum’s achievements
“We’re happy to have been given this opportunity to come together, using our diverse skillsets, background, and life and work experiences to collaborate with Fairhive to improve our future.”
Our achievements:
The number of formal group meetings we attend has increased, providing a high level of engagement and partnership working with Fairhive. We were pleased to have elected a new Chair and Vice Chair for the Resident Forum, whom we are supporting to bring new ideas to the table.
We have participated in various essential learning and training opportunities to improve our knowledge and skills. This included being invited to join Fairhive’s Employee Conference, and The Tenant and Resident Engagement Conference hosted by Inside Housing.
Individual group achievements:
Depending upon our interests and skills, we participate in various small groups.
The Resident Policy Review Group were consulted on and have reviewed at least 12 policies during the year.
The Scrutiny Group has completed two scrutiny reviews and recommendations, as well as looking at how our scrutiny methods could be improved, making ourselves more visible and approachable to everyone at Fairhive.
The Estate Services Group monitor the cleaning and grounds maintenance. Contractors and residents can feedback directly now as representatives from Idverde and Everbrite regularly attend the meetings.
The Complaint Review Group looked at case studies ensuring complaints have been dealt with appropriately and provided their feedback and recommendations. They reviewed the Complaints Procedure and helped to update the Complaints Policy.
The Design and Development Group invited resident members to comment on three new developments.
Feeling valued
Working with Fairhive employees, Senior Managers and Board Members gives us the confidence to, not only be the voice of fellow residents, but know that our input is gratefully received and we are helping to shape and improve their services.
Your Resident Forum
Meet the team
Tammy Manger
Tammy Manger is one of our Independent Living Coordinators on the Independent Living Team.
What does a typical working day look like for you?
A typical day for me when on site involves completing the health and safety checks and testing the fire alarms to ensure that everything is working correctly, as well as reporting and logging any actions to be taken. I complete regular reassurance calls, and in person visits as well as the annual customer care visits. I also spend time organising social events and activities for the residents at the schemes to help combat isolation and encourage engagement.
What do you enjoy the most about your role?
I like that each day can be different and everyone you meet has a different story to tell. I enjoy getting to know the residents and assisting them with any issues they may be experiencing.
What (or who) inspired you to follow your current career?
Working within the Health Care Sector since leaving school led onto this current career path, helping others who may just need that little bit of encouragement and support is really rewarding especially when you see how they have improved when engaged with the right services.
When I’m not working I can be found…
At the gym, walking my dog or looking after my two lovely grandchildren!
What three words best describe you?
Honest, loyal and patient.
Carla Hudson
Carla Hudson is one of our Neighbourhood Managers.
What does a typical working day look like for you?
My role varies day to day, some days I will be working in the office, calling residents and helping them with tenancy related requests, or having meetings with external organisations such a social services or environmental health.
I am out visiting residents at least twice a week. This could involve visiting new residents and making sure they are settling in well to their new home, conducting occupancy checks to ensure we know who’s living in our properties and ensuring all of their needs are being met in their home, or walking around estates and identifying any issues which need attention.
We also investigate possible tenancy fraud cases, such as sub-letting or abandonment as well as helping to identify vulnerable residents and put things in place to help safeguard them. What do you enjoy the most about your role?
I enjoy when I am able to make a positive impact on individuals or family’s lives. I believe everyone has the right to a safe home and if I am able to help with that, then I am content in the knowledge that I am fulfilling my role.
What (or who) inspired you to follow your current career?
I have three family members who also work for housing associations and growing up I was always interested when they spoke to me about their work. When I saw a position become available, I had to apply! I have only been working in the sector for three years, but see it being a long-term career. What wouldn’t most people know about you?
I have two pet tortoises called Onyx and Oracle and I also keep bees as a hobby!
Thank you for getting involved...
GreatWinnersGardens
with our Great Gardens competition!
Thank you to everyone who entered our Great Gardens 2025 competition! Once again, we’ve been blown away by the creativity, care, and green-fingered passion shown by our residents. We’ve had some blooming wonderful winners in previous years, and this year is been no exception.
From colourful flower beds to cleverly designed communal spaces and veggie patches, the variety and quality of entries was outstanding. Some residents transformed even the smallest patch of green in their shared spaces, while others showcased raised beds overflowing with colour. It was clear that, whether gardening solo or as part of a group, our residents have poured
Don’t Get Caught Out by Scammers
We’ve recently heard of people pretending to be from housing providers to access homes or ask for money for fake inspections or future repairs that never happen. We will never ask for cash at your door and we don’t take any upfront payment for works. If repairs are chargeable, you’ll receive a proper bill in writing. If someone claims to be from Fairhive or working on our behalf and you’re not sure, don’t let them in or give them money. Call us on 01296 732600 to check.
Spotting a Scam
Scammers can seem genuine, but watch out for these red flags:
• Emails or texts with poor spelling, odd email addresses, or generic greetings.
• Unexpected links or attachments – don’t click on any link you are uncertain of.
• No ID or rushed visits – always ask to see identification.
• Pressure to sign something there and then.
real heart into their outdoor spaces.
The judging panel had a tough job on their hands, with so many high-quality entries across all categories.
We’d like to say a big thank you to all who entered. Love for gardening brightens up our neighbourhoods and helps create greener, happier communities.
Need to raise a repair? Use our official channels
To report a repair, use the My HomeHub app, email contact@fairhive.co.uk, or call 0800 542 8904 which is our 24/7 repairs line.
For extra help, you can speak to Citizens Advice on 0808 223 1133.
Championing affordable homes in our rural towns and villages
We’re proud to support Rural Housing Week and highlight the importance of affordable rural housing, not just for individuals and families, but for the long-term sustainability of our communities.
With many of our homes based in villages and market towns, we understand how essential it is for people to be able to stay close to the places they know and love. For many residents, this means living near family, remaining connected to local schools, shops and services, and continuing to contribute to the community around them.
Delivering Homes Where They’re Needed Most
Over the past four years, we’ve partnered with local developer Rectory Homes to deliver five rural developments across Buckinghamshire and Oxfordshire. Together, we’ve created 27 affordable homes for rent and Shared Ownership, most recently delivering nine new homes in the village of Ickford, near Thame.
We’re also excited about our new partnership with Cala Homes in Little Kimble, where 22 more homes are on the way. These include a mix of houses and flats, 18 for rent and four for Shared Ownership.
We’re supporting greener living.
Every home will include sustainable features such as air source heat pumps and electric vehicle (EV) charging points, supporting greener living.
Julie Porter, Executive Director of Development, added, “Looking ahead, we remain committed to investing in rural housing and have exciting plans for future developments. These projects will help ensure that rural communities can continue to grow and support people of all ages, backgrounds and income levels.”
To find out more about our current and upcoming developments, visit: www.fairhive.co.uk/current-projects
Our complaints and compliments performance
Customer Satisfaction for Complaints:
48%
of residents surveyed between April 2024 and March 2025, told us they were satisfied with the handling of their complaint.
To ensure priority is given to complaints, we now have a dedicated Complaint Co-Ordinator in place who is responsible for resolving complaints and staying in touch with you throughout the process. Many of our respondents are telling us about their experience when they requested a service and rightfully so. We want to make sure that if things go wrong, you are confident and comfortable to talk to us about your complaint and that you feel we will listen to you, treat you with respect and put things right. It is this experience we refer to when we ask for feedback on how we handled your complaint. So, when you answer this question, think about your experience after you told us things went wrong and how we treated you.
You can raise a complaint in one of the following ways:
By phoning us: 01296 732600
Via the website: fairhive.co.uk
By e-mailing: complaintsgeneral@fairhive.co.uk
At any point, you can also contact the Ombudsman if you have a complaint about us. Their contact details are:
We will soon be publishing our annual Complaints Performance and Service Improvement report which will contain more detailed information about our complaints performance, the reasons why our residents have made a complaint, along with the actions we are taking to improve your experience, when you request a service from us. Be on the lookout for this on our website towards the end of summer 2025.
Boost Your Potential
Following the success of our previous Boost Your Potential sessions, we’re thrilled to announce the return of this free short course. Are you a recent school leaver unsure of your next step? Maybe you’re returning to the workforce, or considering a career change? Boost Your Potential offers a fantastic opportunity to enhance your skills and build confidence*.
Here’s what a participant said about the course: “This course was very helpful for me. The atmosphere was great, the people were friendly, and I learned a lot.”
The course prepares you for interviews by covering essential topics such as the importance of soft skills, teamwork activities, data protection in an office environment, and mock interview scenarios. For more information, email us at hello@fairhive.co.uk or call us at 01296 732600.
Dates and additional details will be shared on our social media channels over the coming months, so be sure to follow us. *Eligibility criteria apply.
New and Evolving Resident Groups
Recently, we’ve been shining a light on the many ways residents can get involved and make a difference in their communities and for other residents. From long-running involvement groups to new, more flexible options, there’s something to suit everybody.
One of our newest initiatives is Fairhive Influencers, a resident voice pilot group that brings people together to talk about what matters to them. At our first session, residents shared their views on communication, involvement, and how we can build stronger connections. They even helped us review this very magazine, giving honest feedback and fresh ideas for future issues. In addition, we shared our Social Housing Anti-Racism Pledge statement and a new document that gives information on how residents can report sexual harassment. This group aims to meet six times a year during term time and school hours – food is provided and our usual Incentive and Expenses policy applies.
For those who prefer to take part from home, we’ve just launched HiveView,
a digital-only group that’s all about flexibility. HiveView members get occasional emails with quick polls, surveys or documents to review, no meetings, no travel, just simple ways to have your say in your own time, breaking down barriers to get involved.
Whether it’s a regular meeting or a one-off online poll, every resident voice helps shape what we do. These groups aren’t just about feedback, they’re about working together to develop our services to better meet the needs of our residents.
You can read more about our volunteering groups on our website:
volunteer
TO REMEMBER O A Summer
We had an amazing time at this year’s summer events, with families and younger residents enjoying a series of funfilled, free days out as part of our much-loved Summer Fun programme. From pony adventures and animal encounters to inclusive play and creative exploration, there was something for everyone to enjoy during the school holidays.
and More to andCome! more to come!
Our Family Day at Thomley kicked things off with inclusive activities for all abilities – including Lionel the Train, a brilliant outdoor assault course, and sensory rooms to explore. Just a few days later, young animal lovers took part in Gallop and Groom, learning to care for ponies and even taking a trot along the bridle path at Horsewyse. We wrapped up with a brand-new outing to Whipsnade Zoo, where families got up close with
But the fun doesn’t stop there...
thousands of incredible animals.
These events are all about bringing our residents together, making memories, and giving our younger residents experiences they’ll never forget. A big thank you to everyone who joined us, and especially to those of you who volunteer with Fairhive. Your support makes a real difference.
We’re already looking ahead to our next big day out: Thorpe Park in October! Keep your eyes peeled for more details on how to book your spot.
A bright future ahead for one of our young residents neGreat ws!
At Fairhive, we’re incredibly proud to celebrate the achievements of one of our local young residents, Tyler, whose academic success has secured him a place at the prestigious Wellington College, one of the UK’s leading independent schools. Through our SPARK initiative, supported by the dedicated team at Unravelled Ltd, Tyler successfully passed his 11+ exams, earning offers from both Aylesbury Grammar School and Wellington College. His determination, talent and work ethic have truly paid off, and his success is a reminder of what can happen when young people are given the opportunity to thrive.
What makes Tyler’s story even more extraordinary is that he has been awarded a 110% bursary through the Prince Albert Foundation. This means that not only are all his school and boarding fees covered, but he will also receive comprehensive support through to university and his first steps into employment. It’s a life-changing opportunity, and one he has worked incredibly hard to achieve.
Speaking to Tyler his maturity and focus, despite being only 11 years old, would have played no small part in his success. “I was a bit overwhelmed. I didn’t really think it was possible to be funded 110%. I’m still pretty amazed, but I am realising what I’ve achieved and that my hard work has paid off.”
Tuition Plus, established in 2008 as part of SPARK was created to help children from any background, overcome the barriers that can make selective education feel out of reach. The cost of private tutoring is a major hurdle for many families, and we wanted to level the playing field.
Through Tuition
Plus, we offer free, highquality tutoring to eligible residents in the year leading up to their 11+ exams. The programme is delivered by Unravelled Ltd, led by Sian Goodspeed, who has been with us since the beginning. Her team of skilled educators work closely with each student to develop their skills in English, maths, plus verbal and nonverbal reasoning. Just as importantly, they build confidence and teach effective learning strategies that help students shine both in exams and beyond.
To date, over 500 local children have taken part in the programme, with many going on to secure grammar school places each year. Tyler’s story is one of our proudest moments. His mum reached out to Sian to share her gratitude, writing:
“Your passion for tutoring has been instrumental in Tyler’s success. Your ability to tailor your teaching to meet his unique needs was truly impressive. Beyond academics, you’ve helped build his confidence and exam technique and that has made all the difference.”
We are proud of Tyler, and so excited to see what lies ahead for him. His journey shows exactly why we continue to invest in programmes like Tuition Plus. When young people are given the right support, there’s no limit to what they can achieve.
Introd ucing our enhanced Support Services
We’ve brought together our Independent Living Schemes, Intensive Housing Management, and Welfare Service into one integrated Support Services Team. This allows us to deliver a more joined-up approach, ensuring residents receive the right support at the right time, and from the most suitable teams.
Whether it’s practical help to stay independent at home, managing your tenancy, or navigating benefits and financial worries, Support Services is here to help. Our aim is to empower residents to live well, stay safe, and feel connected.
From Independent Living Coordinators supporting our older residents, to Intensive Housing Officers providing tailored oneto-one help, and Welfare Advisors guiding you through benefit claims; our approach is personal, compassionate, and residentfocused.
Here’s a look at how we’re making a difference.
Independent Living Schemes
Who we are Independent Living Scheme Coordinators (ILSCs) are the main point of contact for residents in our schemes, providing daily support to create a safe, welcoming environment.
What do ILSCs do?
Our Coordinators handle day-to-day tenancy matters like lettings, arrears, anti-social behaviour (ASB), and safety checks. They manage communal repairs, cleanliness, and equipment, while also connecting residents to external services, offering welfare advice, and supporting changes in health or mobility. They also run meetings and social events to reduce isolation.
Why it matters
ILSCs ensure schemes are well-maintained and that residents feel supported and empowered to live independently. They deliver great customer service, promote dignity, and help build community.
Good news
We recently hosted ‘The Big Event’ at Bradmoor Farm in Haddenham, welcoming around 80 residents for an afternoon of music, food, and fun. The Candy Girls and the award-winning Rock Choir performed, and the feedback was overwhelmingly positive.
Intensive Housing Management (IHM) service
Fairhive’s IHM service supports residents who need extra help to live independently. Our IHM Officers visit monthly and work with colleagues and external agencies providing support with both independent living and tenancy issues— like rent arrears, ASB, safeguarding, and accessing health and community support. The service is chargeable, but costs may be covered if residents receive benefits.
Making a difference
• We supported a 77-year-old man with arthritis, who couldn’t read or write, to replace his broken sofa. We sourced an affordable one with Owl Guardian Services and arranged for the safe disposal of the old.
• A resident with heart failure, struggling to water their garden, avoided costly plumbing by using window-accessible hoses. She was delighted.
• Mr G, newly arrived in the UK and severely disabled, felt isolated. With input from Adult Social Care and Occupational Therapy, we adapted his home, connected him with community groups, and helped him start volunteering. “I felt invisible before,” he said. “Now I feel like I’m part of something.”
“I felt invisible before, now I feel like I’m part of something.”
• Mary, losing her sight, now leads a local lunch club thanks to IHM support. From installing a bath seat to securing a Blue Badge and connecting her with a befriender, she’s now giving back to her community. “It’s not just help - it’s connection.”
The Welfare Servicehere to help
Our Welfare Service supports residents with benefit advice and financial wellbeing. The team includes four experienced Welfare Advisors and a Welfare Service Manager.
Are you receiving the right benefits?
Many residents are unsure if they’re claiming all they’re entitled to. We offer benefit checks and support applications for Personal Independence Payment (PIP), Attendance Allowance, Housing Benefit, Pension Credit, and Universal Credit.
Struggling with rent?
If you’re facing a shortfall and don’t qualify for full Housing Benefit or Universal Credit, we’ll help explore solutions. We can apply for Discretionary Housing Payments and help minimise the impact of the benefit cap or bedroom tax.
Worried about energy costs?
We offer energy-saving advice and can help you access grants and schemes to manage bills and keep your home warm.
Need help setting up home?
We also assist with applications for essential household items like carpets and white goods through charitable funds, making sure your house feels like home.
Get in touch
• A couple with learning difficulties, overwhelmed by Universal Credit, were helped with their claim and referred to a support group. With monthly check-ins and a budgeting plan, they’ve regained stability.
• A resident, aged 87 and living with Alzheimer’s, now benefits from regular visits, tech support, and a personal assistant. Her dog Sam remains her loyal companion.
If you or someone you know could benefit from any of the services offered by our Support Services Team, or if you’d simply like more information, please contact us today: Email: contact@fairhive.co.uk Phone: 01296 732600
Staying safe with water: What you need to know about Legionella
The health and safety of our residents is always our top priority. One area we regularly monitor is the risk of Legionella bacteria in water systems. Legionella can cause Legionnaires’ disease, a rare but potentially serious form of pneumonia. However, we want to reassure you that the risk of Legionella in your home is extremely low.
What is Legionella?
Legionella bacteria can grow in water systems where water is stagnant or held at certain temperatures (typically between 20°C and 45°C). If droplets of contaminated water are inhaled, such as from a shower spray, it could pose a health risk. However, this is very unlikely in well maintained properties.
What are we doing?
We carry out regular water risk assessments to our homes where there is stored water. Closed water systems, e.g. combination heating and hot water systems (combi boiler) will not have a water risk assessment. We complete inspections every two years for blocks deemed as higher risk with shared services. This includes all Independent Living Schemes and commercial properties, for example. We carry out risk assessments every ten years for homes which do not have a shared system, however, still have stored water.
We align our processes with current regulatory guidelines to make sure your water systems are safe. This includes monitoring water temperatures, ensuring systems are flushed regularly, and all water services are used frequently. All of which helps prevent Legionella from developing
Previously, we included regular descaling of shower heads across all properties in our Independent Living Schemes as part of our Planned Preventative Maintenance (PPM) programme. However, following a recent review and a risk assessment, we have taken the decision to stop this specific activity.
This decision has been made because:
• The risk of Legionella in individual homes is extremely low.
• All water outlets are in frequent use.
• The system is maintained at the correct temperature levels.
• Government guidance advises that in domestic settings like our residents’ homes, routine professional descaling is not necessary. This allows us to focus our resources where they are most needed, while continuing to keep you safe.
What can you do?
Even though we are no longer descaling shower heads as part of the PPM programme, we encourage you to clean your shower head regularly as part of your usual home cleaning routine. Here’s how you can help keep things safe:
• Clean your shower head once every 3 months (or more often if you notice a build-up of limescale).
• Soak it in a solution of white vinegar and water to remove any limescale.
• If you have a removable head, let it soak in a bowl of white vinegar solution overnight.
• Rinse thoroughly before reattaching and using it again.
This is good practice for hygiene and helps maintain the quality of your water supply.
Staying informed
If you’ve been away from your property for more than a week, for example after a holiday or hospital stay, we recommend running your taps and shower for a couple of minutes when you return, with windows open and doors closed to help ventilate.
If you have any concerns about your water system or need help with your shower head, please don’t hesitate to get in touch with our Contact Centre Team on 01296 732600
How would you deal with replacing your belongings if they were damaged?
We would like to remind residents that as a landlord, we do not cover your contents as part of your tenancy agreement, your personal belongings in your home are your responsibility.
No matter how careful you are, there’s always a risk that your belongings could be broken, damaged, or stolen.
If your property had water damage, it may be from a neighbouring property or frozen pipes, how would you replace your damaged goods? This could lead to financial pressures if you are not insured.
Thistle Tenant Risks and Great Lakes Insurance UK Limited provide the My Home Contents Insurance Scheme, a Tenants Contents Insurance policy designed for tenants living in social housing.
They have launched a convenient ‘Get a Quote’ option on their website, making it easy for you to obtain a quote and purchase contents insurance online. There are various comparison sites on the internet that can provide you with a free quotation, in order to help you make an informed decision on which one is right for you.
Don’t delay get protected today for peace of mind.
Call Thistle Tenant Risks on 0345 450 7288 or visit thistlemyhome.co.uk to request a call back or try their new ‘Get a Quote’ online feature.
The National Housing Federation works in partnership with Thistle Insurance Services Ltd. Thistle Insurance Services Limited is authorised and regulated by the Financial Conduct Authority Firm Reference Number 310419. Registered in England under No. 00338645. Registered office: Rossington’s Business Park, West Carr Road, Retford, Nottinghamshire, DN22 7SW. Thistle Insurance Services Ltd is part of the PIB Group.
£50 VOUCHER
Return this wordsearch with your name and address to Puzzle Time, c/o The Communications Team, Fairfax House, 69 Buckingham Street, Aylesbury, Bucks, HP20 2NJ. The closing date for the entry draw is Friday, 10th October 2025 and the winner will receive a £50 voucher and have their name published in the next edition of Residents News!
We are pleased to announce the winner of our Residents News Summer Issue 64 Puzzle is Maureen French. Congratulations and we hope you enjoy the shopping voucher.
garages are safe, secure and affordable, located across Buckinghamshire.
For more information, visit our website fairhive.co.uk/rent-a-garage or contact our
directly on garages@fairhive.co.uk or 01296 732600
