Lynda’s story

Clerk to the trustees- Lynda Clarke-Jones

Lynda Clarke-Jones has been a part of the almshouse movement for many years. She was initially employed in 1994 as the Parish Council Clerk for Littleport, helping out with minute taking, agenda writing and handling a daily stream of enquiries that came in to the office. When her predecessor retired in 1998, Lynda was offered the role of Clerk and eagerly accepted.

She enjoyed the busy office environment and liked interacting with people in her local community. She held these two roles until 2018, when she retired. After retiring, she continued to support her local almshouse charity as Clerk to the Trustees and her office is now situated on-site at 5 Victoria Street. Lynda also supports an additional small almshouse charity called William Marshalls Charity, Welney. 

Littleport Town Lands Charity has 28 almshouse units on 4 sites located around the picturesque village of Littleport, with, currently 34 residents.

Lynda says, “I knew very little about almshouses until I became involved with the council and the Littleport Town Lands Charity, who run the almshouses here.  However, by the time I took over as Clerk, I got to know the residents really well. It helps being in close proximity to the almshouses as it’s easy for residents to contact me. They pop in and say hello or give me a call. I am restricted at the moment from visiting them, due to Covid-19, so we spend a lot of time on the phone!

Our charity supports the elderly and also the educational needs for the under 25’s. We give annual grants to two local primary schools, university students, apprentices and any eligible requests which fall within our remit. The grants are funded by income derived from letting our agricultural holdings. We also support requests from social services, Poss+Ability  and AGE UK, in the ancient parish of Littleport.

I really enjoy being part of this community and supporting the needs of our wonderful residents. The job is incredibly fulfilling and you really feel like you are making a difference to local people and the needs of the local community.”

Currently, Lynda’s office is just across the road from her own home, which means she can keep a caring eye open for any issues or difficulties that may arise. The charity also has a dedicated mobile phone number for resident to call in an emergency. When Lynda goes on holiday or has a weekend away, the Chairman of the Trustees monitors everything to ensure all the residents are safe and happy. He has access to the mobile phone so residents still feel they can contact someone if they are in need.

Lynda’s role includes budget management, paying bills and ensuring contributions are paid on a regular basis. She also manages the daily running of the office, as well as maintaining the waiting list for almshouse residents. Her hours are flexible and usually coincide with the daily delivery of post.

Being a locally based charity, the local community often connect with the Trustees. This means the Trustees have local accountability in how they run the charity.  Lynda is also kept up to date with any queries or issues that she may not have heard about via the residents.  Outside agencies including Occupational Therapy Services and the local Medical Centre are both aware of the almshouses in Littleport and often seek information on the application process, for those in need.

All the residents know where to find Lynda, which is really helpful for them. It gives them a sense of security and they know there is someone available to help them, if they need anything. This doesn’t impact on their independence though. The residents are able to live independently, but also know they have people to contact, if necessary.

Lynda comments: “out of hours, the residents only usually contact me if there is a real emergency; I am always on hand to help them if they need any support and feel honoured that the residents hold me and the Trustees in high regard. This is incredibly heart-warming.”

The maintenance of the almshouses is a priority for the charity and any reported problems such as leaking taps, toilets, electrical issues and any small building works are usually carried out very quickly. 

Lynda remarks:  “luckily a band of local tradesmen are on hand within a day to fix any problems. It’s a great sense of community spirit and the almshouses have contributed to local people collaborating.

Our residents know they are in affordable, warm accommodation (some have never had central heating), surrounded by others in prime locations, near to local conveniences and family.  The sense of camaraderie is lovely. The residents look out for each other helping the less able with grass cutting, shopping, etc.

It’s been a wonderful experience getting to know the residents and their families and helping those less fortunate than myself.”

Lynda’s special memories include a time when she arranged to drive a couple to view a vacant almshouse bungalow. They put on their ‘Sunday best’ for the viewing and were enthralled by the facilities offered, such as a fitted kitchen with work surfaces.  They moved in and were delighted with their almshouse. Very sadly the wife was in poor health and passed away a year later. Her husband, every year, on the anniversary of his wife’s passing, and until he passed away, gave Lynda a tomato plant from his greenhouse.

The Littleport Town Lands Charity has a special relationship with The Almshouse Association. The Almshouse Association granted the member charity a loan to build a new pair of bungalows on a site where a single bungalow once stood. (see before and after photo above)

Lynda notes, “the support and knowledge we have gained from The Almshouse Association, has been really helpful to us, and we were so pleased to be able to provide two new bungalows on the existing site, thus helping another local person in need.”


Member Celebrations Networking Event – 11th May

Join our first member celebrations Networking Event via zoom on the 11th May!

This relaxed networking event will allow us all to chat about your planned garden parties and celebrations; it will be a platform for everyone to support each other with any advice or hints and tips on what works/what doesn’t in relation to getting events up and running and also engaging the press and promoting your event.

Nick Phillips, the CEO of The Almshouse Association will be attending to say hello and offer his support too.

To join us, please register your interest by emailing AlmshouseSupport@almshouses.org

So looking forward to seeing you all already !


1940s party plans at the Andros almshouses

The Andros Almshouse Charity are planning a fun-filled garden party in July with a 1940s theme.

They hope to have catering, vintage cars and everyone dressed up in 1940s attire! They have also booked a singer for the special day so it is looking to be a really fabulous occasion!

More details coming soon ……


The Walpole Almshouses are celebrating their 150th anniversary!

The Walpole Almshouses in Freethorpe Norfolk, having been constructed in 1871, will be celebrating their 150th anniversary this year.

The trustees and residents will be hoping to celebrate later in the summer.

Congratulations to you all on your 150th anniversary!


Party plans in Winchcombe

Mabel G M Shickle Charity – known as Tudor House, in Winchcombe.

The Tudor House trustees and residents are planning a lovely garden party in the summer months.

More details coming soon…..


Trustee Meetings & AGMs: Charity Commission updates guidance

The Charity Commission updated its guidance on holding trustee meetings and AGMs during the Covid-19 pandemic on 13 April 2021.

Where it is not possible to hold a socially distanced meeting or if trustees do not feel safe meeting in person, the charity may wish to hold a meeting virtually or by telephone. You should check your governing document to see whether you are allowed to do this. If not, you should take a decision as a trustee body and make a note of this as a matter of good governance.

If it is not possible for you to hold a meeting online or by telephone, you may wish to postpone or cancel the meeting. You should check your governing document to see if there are any rules around postponement or cancellation. If not but you still feel this is the best and safest course of action for your charity, you should record the reasons for this decision to demonstrate good governance of your charity.

If this impacts your ability to submit your annual return on time, please contact the Charity Commission at filingextension@charitycommission.gov.uk to request an extension.

To read the full guidance, please visit:

www.gov.uk/guidance/coronavirus-covid-19-guidance-for-the-charity-sector.

Posted 14 April 21


Almshouse resident May celebrates her 100th birthday!

Eventide Homes resident May turned 100 last November. Due to coronavirus restrictions, the big party planned could not take place, but the charity organised for a Malus Floribundu tree to be planted in her honour to mark her milestone birthday. 

They also put together a wonderful newsletter with photos and a potted history of how May came to Edgecombe Gardens which can be found by clicking here.

Unfortunately May contracted coronavirus just before her birthday and had a stint in hospital, but the amazing lady that she is, May made it out of hospital in time to celebrate her birthday at home and was able to smile through the window and show everyone her card from the Queen !

Photos and newsletter have been kindly sent in and published with the permission of resident May and clerk of Eventide Homes Joe Waters who is also The Almshouse Association Regional Representative for almshouse charities in Dorset, Hampshire and the Isle of White.

If you have a wonderful story about an almshouse resident, charity or trustee that you would like us to publish, please send in to karenmorris@almshouses.org.

Posted April 21


Responsible Investment Guidance Open Consultation

Government Opens Consultation on Responsible Investment Guidance for Charities

The majority of almshouse charities hold investments and must review these periodically to ensure they are offering the best returns for the charity.

Trustees can also consider whether their investments align with their purposes and values and take a more ethical/responsible approach. The Charity Commission offers guidance to trustees on investment matters in their guidance ‘Charities and investment matters: a guide for trustees (CC14)’.

The Government has recently opened a consultation on the guidance provided to charities regarding responsible investments. The consultation:

“seeks views on the clarity of draft revised guidance for charity trustees about adopting a responsible (or ‘ethical’) approach to investing their charity’s funds.”

Our members may be interested in contributing to the consultation as any changes are likely to impact on your internal policies.

You can access all information on the consultation here.

Posted 12 April 21


HRH The Duke of Edinburgh

It is with great sadness that we have learned of the death of His Royal Highness The Duke of Edinburgh.

I know our members, many who have such strong connections to the Royal Family, will share our mourning and reflection. Our thoughts and condolences are with The Queen, our Patron His Royal Highness The Prince of Wales and the Royal Family.


Housing Ombudsman Complaints Handling Code

In response to the Grenfell Tower disaster and in anticipation of the Social Housing White Paper, the Housing Ombudsman published its new Complaints Handling Code in July 2020. The aim of the Code is to ensure that residents are put at the heart of the complaints process and to ensure that complaints are dealt with in a fair, effective, and timely way.

The new code applies to all Registered Providers of Social Housing (‘Registered Providers’) and those charities that have voluntarily signed up to the Housing Ombudsman Scheme. Landlords are expected to meet the Code but it allows for some discretion as to how this is done. There are, however, two prescriptive elements to the Code, which landlords must implement:

  1. A two stage complaints process
  2. Timeframes for responses to resident complaints

The Almshouse Association encourages all of its members to adopt a similar approach to complaints handling as a matter of good practice.


The Code

The Complaint Handling Code is formed of six parts:

PART ONE – Definition of a complaint


The Code defines a complaints as:

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”

It notes that a resident does not have to use the word ‘complaint’ for it to be treated as such and landlords should endeavour to resolve issues at an early stage to avoid a formal complaint being made.

PART TWO – Accessibility and awareness

The Code states that landlords are required to have a clear and accessible complaints policy and process and this should be publicised on the charity’s website (if you have one), in leaflets, in newsletters, and in other correspondence with residents. The Code also requires landlords to make residents aware of the Housing Ombudsman service and provide contact details

PART THREE – Complaint team, procedure, timeliness and responsiveness

The code requires a social landlord to have a nominated person responsible for handling complaints. This could be a member of staff or, in smaller charities, a trustee. It sets out how the complaints procedure should work, the timeframes for dealing with each step of the process, and expectations on how residents are communicated with throughout the process. 

The Code also highlights the landlord’s duty to cooperate with a Housing Ombudsman investigation should this arise

PART FOUR – Fairness in complaint handling

The complaints process should be resident-focused with residents having the opportunity to put their points of view and expectations of an outcome before a decision is reached. The Code gives guidance on how a complaint should be handled fairly and how to deal with a complaint that is escalated

PART FIVE – Putting things right

Landlords should apologise for any failures identified and seek to resolve issues as soon as possible.

The Code notes the different ways in which a complaint can be resolved and the factors to consider when formulating a remedy. It also addresses concerns about legal liability.

PART 6 – Continuous learning and improvement

The Code encourages landlords to look beyond individual complaints and to consider whether any changes in process to deliver better service to residents. Learning and improvement from complaints should be included in the charity’s annual report.


Compliance

Failures under the Housing Ombudsman Scheme and Complaints Handling Code will result in a complaint handling failure order and the Code sets out the circumstances under which this would happen. The Ombudsman will publish the names of housing providers subject to these orders on a quarterly basis and share this information with the Regulator of Social Housing.

Action to be taken

If your charity has not yet done so and is a Registered Provider of Social Housing (or has been in the past) or has voluntarily signed up to the Housing Ombudsman Scheme, you should complete a self-assessment against the new Housing Ombudsman Complaint Handling Code as soon as possible. The outcomes of the self- assessment should be reported to trustees. A template self-assessment form can be found on the Housing Ombudsman website at:

https://www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code/.

Once your charity has completed its self-assessment, the trustees should implement a new complaints procedure taking into account any deficiencies noted in the self-assessment.

Click here for a Complaints Handling Flowchart

Useful Links

Complaint Handling Code FULL – https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/11/Complaint-Handling-Code.pdf
Housing Ombudsman Scheme – https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/04/Housing-Ombudsman-Scheme-final-version-for-publication-Sep.pdf

Posted April 21