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Residents News 68 | SUMMER 2026

Read about our updated Customer Service Commitments Page 5

Dates for Your Diary MONDAY

Summer Bank Holiday

AUGUST 2026

The Contact Centre is closed on the third Wednesday of each month from 8:45am to 11:00am to enable a scheduled team meeting. If you can’t reach us during this time, please try again later. If you have an emergency repair, please call our 24 hour Repairs Line on 0800 542 8904

Resident Events

Our Community Engagement Team is hosting a series of upcoming resident drop-ins and events in local areas. These gatherings are a great opportunity to meet your Neighbourhood Manager, connect with fellow residents, or discuss any concerns with our team. We’ll be attending Buckinghamshire Council’s Community Action Day in Market Square, Aylesbury Town Centre on Wednesday 29 July from 11am to 3pm, do come along and say hello. For more information on this, please visit the Buckinghamshire Councils website on: buckinghamshire.gov.uk/community-and-safety/ partnerships-and-communities/community-activitydays/find-your-nearest-event. We’re also planning a Summer Resident Drop-in at the Prebendal Farm Community Centre in August (date to be confirmed). Keep an eye on our social media channels to find out more closer to the time.

For mor e ways to get involved this summer , see pag e 9.

Estate Walkabouts coming up To find out more dates for our Estate Walkabouts, please visit the events calendar on our website.

7 July

14 July

15 July

16 July 11.00 am

11.00 am

With Jane Wedderburn in Leighton Buzzard, at Gault Way and Harris Meadow. We will meet in the car park area of Gault Way flats.

With Jane Wedderburn in Aylesbury, at Conway Close. We will meet at the entrance to Conway Close.

With Linda Howard in Buckingham, at Bourtonville Road and Bourton Road. We will meet at the end of the road where the two roads meet.

With Dawn Lomas in Stokenchurch. We will meet at Hodges Close.

With Linda Howard in Akeley, covering Manor Road, Oakfield View and Coronation Cottages. We will meet at the entrance to Manor Road.

10.00 am

For the latest dates and full details of the events listed above, please visit our events calendar at fairhive.co.uk/events.

25 Aug

Scan here to go to our events page

In This Issue P4 Resident Forum P5 P5 P6 P7 P7

P8 P9

Shaping Our Customer Service Commitments With You

Our New Text Messaging Number Equality, Diversity and Inclusion

Our Journey Towards Being Neuroinclusive

Health Research for Every Child

Renewing Our Disability Confident Leader Status Summer Fun 2026

3 P10 Complaints Case Study: Keeping Communal Areas Clear

P11 Building Inclusive Communities Through Our Podcast P11 Our Board Chair Reflects on His First Six Months at Fairhive

P12 Reflecting on the First Year With Our Influencers Group P13 Your Health and Safety Guide This Summer

P13 Meet One of Our Resident Volunteers

P14 How Would You Replace Your Belongings if They Were Damaged? P15 Stairlifts and Through Floor Lifts P16 It’s Puzzle Time!

Dear Resident Welcome to the summer edition of Residents News. As Assistant Director of People at Fairhive, I’m pleased to introduce an issue that reflects what matters most to us – our residents, our colleagues, and the diverse communities we serve. A key focus of this summer edition is Equality, Diversity and Inclusion (EDI). You’ll notice many of the stories and articles explore how we are working to make Fairhive an inclusive organisation – both as a housing provider and as an employer. Creating safe, respectful, and welcoming communities is central to what we do, and we believe everyone should feel heard, valued, and supported. As a Disability Confident Leader, EDI underpins our culture and the way we deliver our services. You can read more about why this is so important to us, and what it means in practice, on page 6. This season, there’s lots happening across our communities that you can get involved in. Our Great Gardens 2026 Competition is now in full bloom, and we’re loving seeing the creativity and care residents put into their outdoor spaces. You’ll also hear

directly from members of our Resident Forum, whose insights and feedback continue to shape our services and keep resident voices at the heart of Fairhive. We’re excited to share how we’re collaborating with the Department for Work and Pensions (DWP) on a special mini-series of our new Hivecast podcast, focusing on how local organisations can become Disability Confident. You can find more information about what we discussed in episode one and where to listen to the podcast on page 11. Alongside this, our Health & Safety Team bring you important summer safety advice to help keep you, your family, and your neighbours safe during the warmer months. I hope you enjoy reading this edition of Residents News and find it informative. Here’s to looking forward to some sunshine and time spent with friends and family this summer.

John Wallbank Assistant Director of People

ngs From Your ti e re G r e m m u S

“

Resident Forum We are pleased to be here again to keep you updated on our latest activities:

Update on the Body Worn Cameras:

In the last edition of Residents News we explained that the Resident Scrutiny Group had been working with Neighbourhood Managers to introduce Body Worn Cameras. The Body Worn Camera Focus Group were given the opportunity to inspect the Body Worn Cameras so they can learn how they work and try them on.

The day we invited Fairhive employees to a Lunch & Learn! On Thursday 29 January 2026, your Resident Scrutiny Group hosted Fairhive employees at a lunch and learn session. This gave us the opportunity, over some much-enjoyed pizza, to explain and show our enthusiasm for what the Scrutiny Group do and how we identify good practice and contribute to making improvements, not only for residents, but equally for the organisation. Each of us individually introduced ourselves and provided information about what we do, how we do it, reassuring employees that we are their “critical friends” and not there to intimidate or find fault. We’re here to work in partnership with them to support the organisation to achieve the best services possible for everyone. All of this was supported by an on-screen slide show and a video explaining one of our recent projects, working with the Neighbourhood Managers.

We can confirm that they are now in operation on a six-month trial basis for selected employees only, which means that most residents are unlikely to see them yet. We’ve been talking about this trial on other channels and shared more information on our website. If you have any questions, please get in touch with the Contact Centre. Cameras will not always be on during a visit, only if there is a justified reason. They are there for the protection of residents and employees. However, if you want it turned on during a visit you can request this. If you would like to learn more about the Body Worn Cameras, you can find a list of Q & As on the Fairhive website at: fairhive.co.uk/bodycams Alternatively, you can email or call the Contact Centre to request a hard copy.

This video can be viewed on the Fairhive website at: fairhive.co.uk/resident-scrutinyreports. Scrutiny has improved immensely over the years, and we would like to thank the Community Engagement Team for supporting us in giving the residents a real voice.

From your Resident Forum

5 We will promote equality, diversity and inclusion

We will care

We will ask for and listen to your feedback

Shaping Our Customer Service Commitments With You We’ve recently refreshed our Customer Service Commitments (CSCs), the promises that guide how we deliver services to you, our residents.

How we’ll keep listening

Resident feedback will continue to sit at the heart of our services. We’ll measure satisfaction through: • regular resident surveys

Following the introduction of Tenant Satisfaction Measures (TSMs), we identified that some of our existing commitments overlapped with these new measures. To make sure our commitments remain clear, meaningful and focused on what matters most to residents, we reviewed them together with residents and proposed some changes.

• service performance and operational data

Working in partnership with residents

“We were asked what really matters to us as residents and where we’d like to see changes – whether that’s repairs, antisocial behaviour or welfare support.

Resident Forum played a key role in shaping the new commitments. We worked together to develop 12 clear Customer Service Commitments, based on residents’ priorities. You can view the full list of commitments on our website: www.fairhive.co.uk/customerservice-commitments

The Resident Forum will remain closely involved and will receive quarterly updates on resident satisfaction and operational data, helping to hold us to account and drive improvements.

A resident’s view

Gail, Resident Forum Vice Chairperson, said:

This is part of the Forum’s partnership work with Fairhive. These changes aren’t just about improving services, but about improving outcomes for residents.” Thank you to all residents who contributed their views, your voices are shaping the services you receive.

All you need to do, is text the following keywords and you will receive a text back with the requested information: BAL or BALANCE – to request a current account balance

We have a new text messaging number which is

07860 043201

BALW – to request a current account balance each week on a Monday BALM – to request a current account balance on the last Monday of each month

BALSTOP - Previously requested weekly or monthly rent account balance texts will be discontinued PAID – to receive date of last payment and amount of payment for rent account RENTCALL – to request a call back from your rent advisor

For further information on our text messaging service, please contact our Customer Services team on 01296 732600 or contact@fairhive.co.uk.

y t i s r e v i D , y t Equali n o i s u l c n I d n a Equality, diversity and inclusion (EDI) sit at the heart of who we are, both as a social housing provider and as an employer. We work with and for a wide range of communities with our colleagues and residents coming from many different backgrounds. Everyone should feel welcome, respected and treated fairly, whether you live in one of our homes, work for us, or partner with us. Putting our EDI values into action We bring these commitments to life through a range of initiatives, partnerships and groups that ensure EDI is embedded across everything we do. Our EDI approach covers race equity, neurodiversity, gender, health and wellbeing, and wider inclusion across our workforce and communities. As a Disability Confident Leader, we also have a strong focus on disability inclusion which you can read more about on page 8. A key part of how we deliver EDI in practice is through our employee and resident voice groups, which help ensure lived experience directly informs our decisions and services.

These include: • Anti-Racism Group which focuses on our firm stance against racism in all its forms and our commitment to a zero-tolerance policy. We want to demonstrate our dedication to promoting equality, being open to diversity and inclusion, challenging discrimination wherever it occurs and working to create an environment where everyone is treated with respect and fairness. This group includes resident involvement where appropriate • Inclusion Networks, which explore a different EDI theme each quarter and often extend to include resident participation • Neurodiversity Champions, supporting greater understanding and inclusion for neurodivergent colleagues and residents • Menopause Group, promoting awareness, openness and support in the workplace • Mental Health First Aiders, helping to reduce stigma and ensure colleagues can access support when needed By hearing different perspectives, these groups help guide more inclusive services and ways of working. Our commitment is to keep strengthening a culture where EDI is part of how we work, learn and make decisions every day. For further information, you can explore the achievements, stories and commitments that bring our EDI values to life on our website: fairhive.co.uk/ equality-diversity-and-inclusion

Our Journey Towards Being Neuroinclusive We want everyone to feel understood, respected and supported including people who think, learn and communicate differently. As of early 2026, it’s estimated that between 1 in 7 to 1 in 5 people in the UK are neurodivergent. This includes autism, ADHD, dyslexia and dyspraxia, and many adults are still undiagnosed. In workplaces and services across the country, many neurodivergent people don’t always feel comfortable speaking openly about their needs. As a Disability Confident Leader, we believe it’s our responsibility to change that by listening, learning and empowering neurodivergent voices across Fairhive. Our journey to becoming neuroinclusive began in late 2024 with an Inclusion Network session led by Melanie Francis, founder of Neuroinclusive HR. This session gave colleagues information, resources and practical advice about neurodiversity. Building on this, in 2025 we launched our Neurodiversity Champions Programme, marking an important step on our roadmap to becoming more neuroinclusive. Our Neurodiversity Champions have helped us turn learning into action. Some of the changes they have made include: • Provided neurodiversity resources which are available to residents on our website at: fairhive.co.uk/supporting-your-wellbeing.

• Introduced fidget toys for employees and residents. If you are meeting any of our teams and feel you would benefit from having fidget toys available, please let the team member know in advance. • Converted a space in the office into a quiet room where employees can temporarily work or take a moment to decompress. • Created a dedicated digital area internally to share regular updates about how to be more neuroinclusive, eg how to make events, meetings and training neuroinclusive, and how to communicate clearly and effectively. • Shared information about different neurodivergent conditions to raise awareness and break the stigma. • Raised awareness about reasonable adjustments and support options. We know this is ongoing work, and there’s always more to do. If you have suggestions, or feel you need support, please talk to our Contact Centre at contact@fairhive.co.uk or call 01296 732600.

Health Research for Every Child Medical research can lead to life-changing treatments, better investigative tools, improved prevention strategies, and enhanced quality of life for people worldwide. Taking part in research is crucial, as it provides information to advance medicine and improve the health and care provided by the NHS. We’ve partnered with the Buckinghamshire Health Research and Innovation Centre in Stoke Mandeville, which has a number of research programmes available for you to get involved in.

Children and Young People Health Resource (DCYPHR) DCYPHR aims to improve future healthcare by focusing on children’s health, as many lifelong conditions begin in childhood. The project is inviting volunteers aged 0–15 to help researchers develop better treatments and early diagnosis. Participation is simple: children aged five and over provide a saliva sample by spitting into a tube, while younger children will do so when they turn five. You can find out more about their research by visiting their website at: bioresource.nihr.ac.uk/d-cyphr

Renewing Our Disability Confident Leader Status At Fairhive, we are committed to helping you live well in inclusive and sustainable communities.

A key part of this commitment is our focus on equality, diversity and inclusion (EDI) for both residents and colleagues. Inclusion shapes how we improve our services and make decisions to best support our people. In March 2023, we achieved Level 3 Disability Confident Leader, the highest level of the Government’s Disability Confident scheme. This is an independently assessed status that must be renewed every three years to ensure organisations continue to meet high standards and promote disability inclusivity. We are pleased to confirm that we have successfully completed our latest renewal assessment. The assessment involved a detailed review of how we recruit, support and retain disabled colleagues, as well as how we demonstrate leadership in disability inclusion within our organisation and the wider community.

What this means for you Being a Disability Confident Leader reflects our long-term commitment to creating an environment where disabled people can thrive, whether as colleagues, residents, or partners. For residents, this commitment helps ensure you are supported by a workforce that is empowered and able to do their best work. For our colleagues, it means working in an environment where people feel safe to be open about disability, health conditions or additional needs, free from stigma. It also means being confident that reasonable adjustments will be made when needed, and that everyone is treated fairly and with respect. When our colleagues are supported, they are better able to deliver high-quality services for you and your community.

How we put this into practice We continue to take practical steps to improve accessibility and opportunity, including: • A fair and accessible recruitment process.

• Offering interviews to candidates who declare a disability if they meet at least 50% of the essential criteria. • Providing reasonable adjustments throughout employment.

• Sponsoring or hosting Disability Confident inspired events. • Engaging with other local employers to share best practice.

• Investing in training, awareness and colleague networks to build understanding across our organisation. We also work with local partners to create opportunities such as work experience and supported placements, helping more people build skills, confidence and pathways into employment. To find out more please visit: fairhive.co.uk/equality-diversity-andinclusion

Summer Fun Returns for 2026!

Summer Fun is back this July and August! Join our Community Engagement Team for a range of free, fun-filled days out for younger residents and families.

Family Day at Thomley

Gallop and Groom

A welcoming centre for all abilities, with activities including soft play, art, music, and more.

Enjoy a hands-on pony experience including grooming, riding, and stable care.

Friday 31 July, 10:00–15:30

Tuesday 4 August, 09:00–15:00

NEW THIS SUMMER

Whipsnade Zoo

Gulliver’s Land

A popular return trip! Explore thousands of animals and vast outdoor spaces. Coach transport provided from the Fairhive office in Aylesbury.

A family-friendly theme park for ages 2–13 with over 70 rides and attractions. Coach transport provided from the Fairhive office in Aylesbury.

Wednesday 12 August, 09:30–16:30

Wednesday 26 August, 09:30–16:30

Invites have been sent via email to households with registered children, with further updates also shared via our social media channels. If you’d like further information visit: fairhive.co.uk/summer-fun-2026 Priority will be given to households that complete our online surveys and residents who volunteer with us.

e Study: Complaints Cas

r a le C s a re A l a n u m m o Keeping C and one of

ents News nts for feedback on Resid s of how Last year, we asked reside like to see real example y’d the t tha s wa us d aring a series the things that they tol . In response, we’ll be sh ve ha nts ide res s ge en into, we resolve chall e how issues are looked se n ca u yo so s die stu of short complaints case the way. and what we learn along what actions are taken,

The issue

A resident in one of our flats contacted us about items being left in shared communal areas such as under stairs, on landings and bin stores. These included personal belongings, rubbish and dumped items, which are not allowed, and we have a long standing, zero-tolerance approach towards. Although reminder letters were sent, the resident felt the problem kept returning.

How this affected the resident

The resident explained that the condition of the communal areas made them feel embarrassed and uncomfortable inviting friends or family to their home. Because the issue kept happening, it caused increasing frustration and distress, and they felt that reminder letters alone were not leading to lasting change.

What we did

We looked into the concerns through our Neighbourhood Services, Estate Services, and Complaints Teams. The actions taken included: • sending reminder letters and messages to all residents, • estate Officers removing items from communal areas when reported,

• carrying out regular health and safety inspections as well as additional impromptu visits by the Estate Service Team, • speaking directly with residents,

• senior management reviewing the case and visiting the area,

• considering a “Good Neighbour” agreement, which is a voluntary commitment by residents to help keep shared spaces safe and welcoming whilst respecting their neighbours and their environment.

We also reviewed photos, emails and reports over time to understand the full situation.

The outcome

The complaint was not upheld. We found that appropriate policies were in place, action had been taken when issues were reported, and monitoring and escalation steps were ongoing. However, we recognised that the resident remained unhappy and frustrated by the repeated nature of the problem.

What we learned

This case showed us that reminders alone don’t always change behaviour, and that repeated issues can have a real emotional impact over time. Residents also need reassurance that their concerns are being taken seriously, even when problems don’t disappear overnight.

What we’re doing next

We’ve increased site visits and ongoing monitoring rather than one off inspections so issues can be picked up early and residents can raise any concerns before they cause distress. We’re focusing more on direct conversations with residents, not just letters, and our Neighbourhood and Estate Services Teams are working more closely together. Communal area checks remain a key part of monthly health and safety inspections, and we’re continuing to explore “Good Neighbour” agreements where appropriate.

Our commitment

We know that clean, clear communal areas help residents feel proud of where they live. While behaviour change can take time, we remain committed to working with residents to keep shared spaces safe, clean and welcoming for everyone.

Building Inclusive Communities Through Our Podcast We’re excited to partner with the Department for Work and Pensions (DWP) on a brand-new podcast series that explores what it truly means to be a Disability Confident organisation.

Launched late last year, The Hivecast features a Disability Confident series, sharing real stories, expert insight, and practical conversations about building more inclusive workplaces and stronger, more connected communities. Across the series, our Assistant Director of People, John, is joined by guests including DWP Disability Employment Advisor Leader Ben Stykuc, as well as Fairhive colleagues, to explore every stage of the Disability Confident journey. From understanding what the scheme is, to why it matters, and how it creates real, positive change for both employers and employees.

Our Board Chair Reflects on His First Six Months at Fairhive

“Listening has been the biggest part of my first six months.” Half a year into his role as Chair of the Board at Fairhive, Peter says getting to know residents and colleagues has been at the heart of his experience so far. “My first six months have been really busy, spending a lot of time listening to colleagues, listening to residents and understanding what makes the organisation tick,” he said. Peter joined Fairhive last year and says the organisation’s resident focus quickly stood out. “From the research I did before joining, Fairhive was an organisation that talked about placing residents at the heart of what they do,” he said. “That’s been my genuine impression.”

This series is designed to strengthen understanding and awareness across our communities, helping to show how Disability Confident practices lead to more inclusive services, better communication, and improved experiences for our people and our residents. By breaking the topic down in a simple and relatable way, we hope to showcase how removing barriers and improving accessibility benefits everyone. The podcast also shares lived experiences from colleagues, highlighting the real impact of inclusion, not just in the workplace, but in everyday life. These stories highlight why this work matters and how small changes can make a big difference, especially in shaping the services we deliver for our residents. You can listen on Apple Podcasts and Spotify by searching ‘The Hivecast’.

Reflecting on meeting residents through forums and volunteer sessions, Peter added: “I learned a lot from speaking with residents and hearing directly about the things that matter most to them.” He also highlighted the importance of feedback and engagement. “Fairhive places great emphasis on continuing to listen to feedback from residents and colleagues,” he said. “That’s the way we continue to improve.” Looking ahead, Peter said the organisation is well placed for the future. “We’ve got really, really good people,” he said. “That, alongside strong relationships and a strong footing as an organisation, puts us in a great place. There’s a lot of optimism, that’s my message.” You can find out more about Peter and his background on our website: fairhive. co.uk/meet-our-board

r a e Y t s ir F e th n o g n ti Reflec p u o r G s r e c n e u fl n I r u With O

It has been a year since our resident Influencers Group was formed, and it has already made a meaningful impact. The group provides a relaxed and welcoming space where residents have the opportunity to share honest feedback, explore new ideas and help shape positive changes across our communities. Over the past year, Influencers have worked closely with our Communications Team to improve Residents News. Their suggestions have helped guide new content, including regularly highlighting the support available from our Support Services and sharing safety advice for residents. By openly sharing their experiences and insights, members of the Influencers Group are helping us strengthen relationships, improve how we communicate, and ensure resident voices remain at the heart of everything we do. We look forward to continuing this collaboration in the year ahead.

To hear more from our Resident Influencers, head over to our News page on our website: fairhive.co.uk/news

I believe my suggestions, especially regarding the improvement of communal spaces and how information is shared with residents, helped bring a fresh perspective. I’m glad I could help align our services more closely with the actual daily needs of the residents.” Maryam In my country, this option has never existed; landlords don’t ask our opinions and rarely try to change anything based on residents’ requests. So, for me, this opportunity seemed like an incredibly exciting chance and a chance to influence something.” Alina

I decided to join because I wanted a new experience and to be more involved in things that affect the community. I would definitely recommend the group to others because it is a good opportunity to make positive changes, help improve services, and feel like your voice is heard.” Maria It helps to increase personal confidence, self- belief, and a sense of value and self-worth; it increases communication and team building skills; it offers training opportunities related to issues that all of us as residents face; it creates new friendships and social opportunities; it gives job-seekers a greater chance to gain paid employment, as potential employers naturally gravitate towards candidates who have on-going voluntary experience on their CV; and as the group only meets 3/4 times a year it offers a far more manageable time commitment than other residents groups for those resident volunteers who have to e.g. fit voluntary work around child care responsibilities.” Johnny

Your Health and Safety Guide This Summer With the warmer weather here, it’s important we all take extra care to keep ourselves, our homes and those around us safe. BBQs and balconies We know BBQs are part of summer, but they can be risky in certain spaces. Avoid using them on balconies, terraces, indoors, or in shared areas. Even small flames or hot embers can quickly lead to serious fires. It is important not to light patio heaters, fire pits, chimeneas, camping stoves, or portable gas burners in these spaces. Flammable liquids or gas canisters should never be stored on balconies. Keeping balconies clear and clutter-free, for example, by limiting extra furniture, cardboard, or rubbish, can help reduce fire risk too.

Staying safe in hot weather When temperatures rise, a few small practices can make a big difference: • Stay hydrated and drink plenty of water

• Avoid direct sun between 11am and 3pm

• Keep homes cool by closing blinds during the day and ventilating at night Hot weather can affect everyone, but some people are more vulnerable, including older adults (especially over 75), young children, people with long-term health conditions, and anyone living or working in hot environments. If you can, take a moment to check in on neighbours, friends, or family members who might need a bit of extra support. For more advice, you can visit the NHS guidance on staying safe in hot weather: nhs.uk/live-well/ seasonal-health/heatwave-how-to-cope-inhot-weather

Meet One of Our Resident Volunteers

My name is Maryam, and I am a part of the Resident Scrutiny Review Group and Influencers Group. How long have you been a volunteer with Fairhive?

I have been a volunteer for one year.

Why did you become a more involved resident, and why do you continue?

I’ve always wanted to play an active role in the community where I live, rather than just being a resident. When I heard about the Influencer Group, I felt it was the perfect opportunity to make sure my voice, and the voices of my neighbours, were heard and to contribute to making our community better. I am happy with the employees at Fairhive, they are currently working with residents to help make them happy.

What do you enjoy most about volunteering?

I enjoy making new friends and gaining experiences with other Fairhive volunteers.

Why should other residents consider volunteering?

Residents should consider volunteering so they can find out more information about Fairhive and help people.

How Would You Replace 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, for example from a neighbouring property, how would you replace your damaged goods? This could lead to huge 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 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 also various comparison sites on the internet that can provide you with a free quotation, to help you make an informed decision on which one is right for you. Call Thistle Tenant Risks on 0345 450 7288 or visit www.thistlemyhome.co.uk to request a call back or try their new ‘Get a Quote’ online feature.

Don’t delay get protected today for peace of mind. 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.

Stairlifts and Through Floor Lifts

Stairlifts and through floor lifts can play an important role in helping people live independently. We want to support you to stay safe and comfortable in your home. Please let us know before installing a lift Any stairlift or through floor lift must not be installed without our knowledge. Installing a lift without informing us is a breach of your tenancy agreement.

Why this is important

When we know a lift has been installed: • We can make sure it is safe and suitable for your home. • we can help ensure it is properly maintained.

• We can keep records up to date and meet safety and compliance requirements. We have previously found lifts fitted without our awareness. In these cases, we cannot confirm whether the equipment is being serviced correctly, which could put residents at risk.

Servicing and maintenance

All stairlifts and through floor lifts must be serviced every year to remain safe and reliable. You may use an independent service provider, as long as: • we are informed that the lift is installed, and

• we receive a copy of the annual service certificate. If the lift is not currently being serviced, we can add it to our servicing schedule.

Thinking about installing a lift?

Please contact us before arranging installation. By keeping us informed, we can work together to ensure your home remains safe, suitable, and supportive of your needs. You can call our Contact Centre on 01296 732600 or email us at: contact@fairhive.co.uk.

Already have a lift?

If you have a stairlift or through floor lift installed and aren’t sure whether you told us, please get in touch. We will not ask you to remove the lift. We simply need to: • be aware that the lift is installed, and

• receive confirmation that it is serviced annually.

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V P V E R K S T N E V E M Return it with your name and address to Puzzle Time, c/o The R R R L L N E E E G I R N Communications Team, Fairfax R H I A T M W W Y O D A E House, 69 Buckingham Street, Aylesbury, Bucks, HP20 2NJ. E W W E R T K L I L M E L The closing date for the entry draw is Friday 24 July 2026 and CAMERA GALLOP LIFTS the winner will receive a £50 COMMITMENT HEALTH PODCAST voucher and have their name DIVERSITY JOURNEY RENEW published in the next edition of We are pleased to announce the winnerEVENTS of our ResidentsKEYWORD News Summer Issue 64 WALKABOUT Residents News! Puzzle is Maureen French. Congratulations and we hope you enjoy the shopping voucher.

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We are pleased to announce the winner of our Residents News

Rent a garage with us asSpring a Issue 67 puzzle was Elizabeth Wheatley. Congratulations, and we hope you enjoy the shopping voucher. low cost storage solution! Housing Disrepair Claims – Don’t Get Caught Out Have you been contacted to make a disrepair claim or been asked whether you have outstanding repairs by someone other than your landlord? Wouldn’t that money be better invested in your home and community, rather than going to legal firms?

Report your repair via the My HomeHub app, call us on 01296 732600 or emailing us at contact@fairhive.co.uk

Thinking About Downsizing, We’re Here to Help

Reduce Utility Costs Less Cleaning

By working with us you’ll be helping to make sure your rent money goes into investing in repairs and improvements for your home rather than into the pockets of unscrupulous legal firms.

For more information please contact 01296 732600 or email contact@fairhive.co.uk

Fairhive is able to produce this document in other languages and formats. If you need these services, or those of an interpreter, please contact us.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

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