Resident Newsletter

We’ve launched a new page on our website to help residents find the information available under the Social Tenant Access to Information Requirements (STAIRs).

A new mural has transformed the wall at Beacon Avenue, bringing colour and creativity to the neighbourhood.

It may be warm now, but many people are already thinking about how much it will cost to heat their home later in the year.

Taking a few simple steps now can help you feel more prepared before the colder months arrive.

What you can do now

• Check that your heating is working before you need to use it every day.
• Learn how to use your thermostat, heating timer and radiator valves.
• Give regular meter readings if you do not have a working smart meter.
• Check whether you are on the most suitable energy tariff for your needs.
• Contact your energy supplier early if you are worried about paying your bills.
• Find out whether you may be eligible for financial support before winter arrives.

Keeping warm matters

Keeping your home warm is important for your health and wellbeing. During colder weather, try to heat the rooms you use most, such as your living room or bedroom, to a comfortable temperature.

Using your heating controls effectively can help keep your home warm without wasting energy.

Help with energy costs

If you are struggling with energy bills, contact your energy supplier as soon as possible. They may be able to offer:

• Affordable payment plans
• Additional time to pay
• Hardship support
• Energy-saving advice

You may also be eligible for support through schemes such as:

• Warm Home Discount
• Cold Weather Payments
• Household Support Fund
• Energy efficiency improvement schemes

We can help

If you live in a Cornerstone home and your heating is not working, please report it as a repair. It is always better to identify any problems before the colder weather arrives.

If you are concerned about damp, mould or condensation in your home, please get in touch so we can offer advice and support.

Contact Us:
01392 273462
mail@cornerstonehousing.net

Useful information

Help with energy bills
https://www.gov.uk/get-help-energy-bills

Ofgem energy advice
https://www.ofgem.gov.uk

Energy Saving Trust
https://energysavingtrust.org.uk

Local energy advice in Devon
https://ecoeadvice.org.uk

As the weather gets warmer, it’s natural for children and young people to spend more time outdoors. Whether they’re riding bikes, playing games or spending time with friends, outdoor play is an important part of growing up.

Being active outside can help children build confidence, make friends, stay healthy and develop important life skills. It also gives them the chance to explore their surroundings and enjoy time away from screens.

During the summer months, we know that noise can sometimes feel more noticeable. More people have their windows open and spend time outside, so the sounds of everyday life naturally carry further.

For many families, hearing children play is a normal part of community life, especially during school holidays and periods of good weather. At the same time, we understand that everyone experiences noise differently and that some people may need a quieter environment.

That’s why being considerate of one another is so important. Parents and carers can help by encouraging children to:

• Respect other people’s homes and gardens
• Use shared spaces safely
• Take litter home
• Be mindful of noise later in the evening

We can all play a part in creating welcoming neighbourhoods where people of all ages feel comfortable and included. By showing understanding and respect for one another, we can help make our communities great places to live, play and enjoy the summer.

Over the coming months, we’ll be carrying out our Resident Census. This is a survey of everyone living in a Cornerstone home and will help us better understand who our residents are, what support they may need, and how we can improve our services in the future.

The census will ask about things such as communication preferences, personal background, health and support needs, financial circumstances, and the people who live in your household. While we may already hold some of this information, the census gives you the opportunity to check that your details are correct and let us know about any changes.

The information you provide will help us make sure our services are fair, inclusive and accessible for everyone. It will also help us understand residents’ needs, identify where additional support may be helpful, and communicate with you in the way that works best for you. Your information will be treated confidentially and used only to help us plan, deliver and improve our services.

If you receive a census form, please complete and return it as soon as possible. If you’d prefer to complete it online or over the phone, or need support to take part, contact us on 01392 273462 or email mail@cornerstonehousing.net.

Residents at Shorland House in Dawlish can now enjoy a refreshed communal outdoor area following our recent improvement project.

The gardens had become overgrown and some of the fencing was in need of replacement. The team cleared vegetation, tidied the grounds, renewed fencing and installed new benches.

The work has transformed the communal area into a cleaner, safer and more welcoming space for residents. The new seating provides a place to relax outdoors, while the improved gardens help make the area more attractive and enjoyable for everyone living at Shorland House.

Investing in shared spaces like these helps create places where residents can spend time outdoors and connect with neighbours, supporting healthier and more vibrant communities.

Thank you to everyone involved in completing the project and helping to make a positive difference for residents.

We want to provide good services to all our residents. If something goes wrong, we want to know about it so we can put it right and learn from what happened.

A complaint is when you tell us that you are unhappy with:

• A service we have provided.
• Something we have done.
• Something we have failed to do.
• The actions of a member of staff or someone working on our behalf.

Examples of complaints

You may want to make a complaint if:

• We have not responded within the timescales we promised.
• We have not kept you informed about an issue you reported.
• A repair has not been completed properly.
• You feel we have not followed our policies or procedures.
• A problem you reported has not been resolved.

Issues that are not usually complaints

Some issues are not normally treated as complaints when they are first reported. Instead, they are dealt with by the appropriate team.

These include:

• Reporting a repair for the first time.
• Reporting anti-social behaviour.
• Raising a safeguarding concern.
• Reporting a neighbour dispute.
• Asking for information or advice.

For example, reporting a repair is not normally a complaint. However, if there are delays, communication problems or concerns about how the repair has been handled, you may wish to make a complaint.

There are also some situations where we may not be able to investigate a complaint, such as matters already being considered by the police, the courts or the Housing Ombudsman.

Not sure?

If you’re not sure whether something is a complaint, please get in touch anyway. We will listen to your concerns and make sure they reach the right team.

Call us: 01392 273462
Email: mail@cornerstonehousing.net

Find out more

Visit: https://www.cornerstonehousing.net/how-we-deal-with-complaints/

This version is both resident-friendly and more closely aligned with Cornerstone’s published complaints guidance.

Buy Now, Pay Later (BNPL) services have become a popular way to spread the cost of purchases. They can be a convenient option, but it’s important to understand how they work and the potential risks involved.

From this year, Buy Now, Pay Later providers are regulated by the Financial Conduct Authority (FCA). The new rules are designed to give consumers greater protection and make sure providers are clear about the products they offer.

How does Buy Now, Pay Later work?

Buy Now, Pay Later allows you to receive goods straight away and pay for them later, either in instalments or by delaying payment for a set period.

While this can help spread the cost of larger purchases, it’s important to make sure repayments are affordable.

Things to consider

Before using a Buy Now, Pay Later service, remember:

• Missing payments could affect your credit record.
• You may face additional fees or charges if payments are late.
• Using several Buy Now, Pay Later agreements at the same time can make it harder to keep track of your finances.
• Small purchases can quickly add up, leading to debt that may be difficult to manage.

Making informed choices

If you’re considering using Buy Now, Pay Later, take time to understand the terms and conditions and think carefully about whether you can afford the repayments.

If you’re worried about your finances, there are organisations that can offer free and independent advice before you borrow.

Find out more

Westcountry Savings and Loans has published a helpful guide explaining:

• How Buy Now, Pay Later works
• What the new regulations mean
• The benefits and risks to consider

Read the full article here:

🔗 https://www.westcountry.org.uk/news.asp?ID=469

A big thank you to everyone who joined us for our Community Day at Beacon Avenue on Monday 27th July. 

As the summer holidays begin, many families will already be thinking about the cost of preparing for the new school year.

School uniforms can be a significant expense, particularly when combined with the cost of shoes, school bags, PE kits and other essentials. If you’re worried about the cost, there may be support available.

Changes to school uniform rules

New government rules due to come into effect from September 2026 aim to help reduce the cost of school uniforms by limiting the number of compulsory branded items schools can require. This should make it easier for families to buy more affordable uniform options.

Help with school uniform costs

Depending on where you live and your circumstances, you may be able to access:

• School uniform grants
• Local support schemes
• Second-hand uniform sales
• Uniform exchange and recycling schemes run by schools and community groups

Many schools also have arrangements to help families access affordable uniform items, so it’s worth checking directly with your child’s school.

Spreading the cost

If you need help managing back-to-school expenses, Westcountry Savings and Loans has information about support available to families, together with details of its Family Loan, which may help eligible members spread the cost of school-related purchases.

Find out more

Westcountry Savings and Loans has produced a useful guide with information about:

• School uniform costs
• Changes to school uniform rules
• Sources of financial support
• Second-hand uniform options
• Family Loans

Read the full article here:

🔗 https://www.westcountry.org.uk/news.asp?ID=468

We’re delighted to invite you to our Open Day on Friday 7th August, from 2.00pm to 4.30pm, where you’ll have the opportunity to view our brand-new four-bedroom shared ownership homes at Apsham Grange.

This is a great chance to explore the development, take a look around the properties, and find out more about how shared ownership could help you take your next step onto the property ladder. Our team will be available throughout the afternoon to answer your questions and provide information about the homes, the application process, and what life at Apsham Grange has to offer.

These attractive new homes are expected to be available from January , so don’t miss the opportunity to be among the first to see them.

If you would like to attend, please let us know by emailing the Development Team at development@cornerstonehousing.net.

We look forward to welcoming you to Apsham Grange.

Your safety is important to us.

Cooking is one of the most common causes of fires in the home. During the summer, distractions such as visitors, children, outdoor activities and warm weather can make it easier to leave cooking unattended.

Even stepping away for a few minutes can be enough for a fire to start.

Keep cooking safely

• Never leave pans unattended on the hob.
• If you need to leave the kitchen, turn off the heat first.
• Keep tea towels, packaging and other items away from cookers and hobs.
• Take extra care when cooking with oil, as it can catch fire quickly.
• Avoid cooking if you are tired or have been drinking alcohol.
• Make sure smoke alarms are fitted and tested regularly.

If a pan catches fire

• Do not throw water on it.
• Turn off the heat if it is safe to do so.
• Leave the room and call 999 if necessary.

Staying in the kitchen while you cook could prevent a serious fire.

We’re inviting you to join us for a Community Day at Beacon Avenue on Monday 27 July 2026.

The day starts with a free breakfast at 10am before we come together for a community clean up and planting session. A skip, litter-picking equipment and planting materials will be provided.

Our partners from ServiceMaster Cleaning will also be on site washing communal and residential windows. Please note that jet wash equipment and generators will be in use throughout the morning, so there may be some additional noise.

In the afternoon, everyone is welcome to join us at St Katherine’s Priory from 1pm for free ice cream and family-friendly activities, including:

• A street art workshop with Steve McCraken
• Face painting
• Henna art

Important information

If you’re taking part in the clean up, please:

• Wear old clothes that you do not mind getting dirty
• Wear sturdy, closed-toe footwear (hard-toe boots are recommended)
• Follow all safety instructions provided on the day

We look forward to seeing you there and working together to make a positive difference in the local community.

For more information, contact us on 01392 273462 or email mail@cornerstonehousing.net.

During periods of hot weather, it is important to take steps to stay safe and comfortable.

Hot weather can affect anyone, but older people, young children and people with health conditions may be more vulnerable to heat-related illness.

How to stay cool

Here are some simple ways to stay cool during hot weather:

• Drink plenty of water throughout the day.
• Keep curtains and blinds closed during the hottest part of the day.
• Open windows when it is cooler, such as early in the morning or later in the evening.
• Wear loose-fitting, light-coloured clothing.
• Avoid strenuous activities during the hottest part of the day.
• Use fans where possible and spend time in the coolest areas of your home.
• Stay out of direct sunlight, particularly during the hottest hours.

Look out for others

Remember to check on neighbours, friends and relatives who may need extra support during hot weather.

If you feel unwell

If you feel unwell because of the heat:

• Move to a cool place.
• Drink water or another non-alcoholic drink.
• Rest until you feel better.
• Seek medical advice if your symptoms continue or become worse.

Extra ways to stay cool

• If you are feeling hot, try cooling your feet in a bowl of cool water.
• Fill a hot water bottle with cool water to help you stay comfortable, especially at night.
• For extra cooling, place a bottle of frozen water in front of a fan.
• Take cool showers or use a damp cloth on your neck and wrists.

Members of the Board and Resident Engagement Panel recently visited neighbourhoods across our communities to meet residents and see first-hand the services and improvements being delivered.

The tour included visits to housing schemes, community spaces and areas where improvement works have recently been completed or are planned. Board and Panel members met residents and colleagues, helping them gain a better understanding of the experiences of people who live and work in our communities.

Listening directly to residents helps ensure that feedback remains at the heart of decision-making. Discussions focused on housing services, neighbourhood improvements, resident priorities and opportunities to strengthen local communities.

The Board was pleased to see examples of successful partnership working and the commitment of colleagues who support residents every day.

Thank you to everyone who took the time to speak with Board and Resident Engagement Panel members during the tour. Your feedback helps shape future plans and supports the continued improvement of our services.

We will be publishing outcomes of the tour shortly.

Longer days and warmer weather mean more people are spending time outdoors. Whether you’re having a barbecue, relaxing around a fire pit or enjoying your garden, it’s important to think about fire safety.

A small flame can spread quickly, particularly during hot or dry weather.

Outdoor fire safety tips

• Never leave a barbecue, fire pit or outdoor heater unattended.
• Keep flames away from fences, sheds, plants and garden furniture.
• Avoid using disposable barbecues on dry grass or combustible surfaces.
• Fully extinguish barbecues, fire pits and smoking materials after use.
• Keep a bucket of water or suitable fire extinguisher nearby where possible.
• Dispose of cigarettes carefully and make sure they are completely out.

Protect your home and neighbours

Outdoor fires can spread quickly and put homes, gardens and neighbouring properties at risk. Taking a few simple precautions can help keep everyone safe.

Remember: fire can start in seconds when attention is elsewhere. Staying alert is one of the best ways to prevent a fire.

This year, we’re celebrating a very special milestone. Cornerstone Housing is 100 years old.

For 100 years, we’ve been helping local people find safe, affordable homes. While we’ve grown and changed over the years, our purpose has stayed the same: providing homes for people who need them.

How it all started

Cornerstone began in 1926 as the Exeter Workmen’s Dwellings Company. A group of local people wanted to improve housing for families living in poor conditions in Exeter.

One of those people was Dr Charles Lovely, a local doctor. Through his work, he saw how poor housing was affecting people’s health. He believed everyone should have a decent place to live and worked hard to make that happen.

The company’s first homes were built in Looe Road, Exeter, and by the start of the Second World War more than 500 homes had been built across the city.

A century of providing homes

In 1954, the organisation became a charity and was renamed The Exeter Housing Society Ltd, Exeter’s first housing association.

In 2008, we became Cornerstone Housing, the name we use today.

Today, we provide homes for thousands of people across Exeter, Teignbridge, Mid Devon and East Devon, and we’re about to hit another milestone of 1,500 homes.

Looking to the future

While we’re proud of our history, we’re also looking ahead.

Over the coming months, we’ll be sharing stories from our past, celebrating our communities and marking this important anniversary with residents, colleagues and partners.

Thank you to everyone who has been part of our journey so far.

Here’s to the next 100 years.

• NHS Alcohol Support
• Together (Waythrough) Exeter
• Stop It Coming Home – Solace Women’s Aid
• FearFree – Local support for domestic abuse
• National Domestic Abuse Helpline

We are all very excited about the World Cup and rooting for our teams to “Bring it Home”. Win, lose or draw, nobody but the players on the pitch are responsible for the result and it’s important not to “bring home” any abusive behaviour associated with feelings about the result to your home.  

Lots of research by the police and several universities shows that domestic abuse rises by around 6% on match days and 17% the day after.  It’s important to consider that domestic abuse is not only physical violence but also includes other abusive behaviours such as verbal and psychological abuse. 

There is a notable rise, (47% increase in domestic abuse cases), linked to increase alcohol consumption around the world cup event.  Alcohol can impair our ability to control ourselves and our emotions, it is important to drink responsibly.   

You can always contact us in confidence and if you would like to find out more about what domestic abuse is, or if you need any support, you can find out more here;  

FearFree – Local Support for Domestic Abuse 

Stop It Coming Home – World Cup Campaign – Solace Womens Aid 

Homepage – National Domestic Abuse Helpline 

Alcohol support – NHS 

Together – Exeter – Waythrough