Ayrshire Housing
Introduction from Chief Executive
We are delighted to have launched our new Business Plan – laying out our main objectives and priorities for the next 5 years. Our 4 key strategic priorities are Properties, People, Places and Processes.
The plan has been a collaboration between Ayrshire Housing staff, Board members and our tenants and customers. It firmly places customer excellence at the heart of everything we do with a focus on delivering an efficient and effective service to all.
We recognise the need to invest in existing properties and have committed to doubling investment in our homes in the next 2 years and continuing the investment years 3-5. This ambitious investment programme will see us deliver 815 heating systems, 563 kitchens, 466 bathrooms, 452 windows and doors and 38 roofs over the next 5 years. This is on top of other smaller investment projects and brings the total expenditure to £11.4 million.
We are also focussing on our local communities by developing a community engagement team who will be present in your local area to offer advice and support on heating and energy bills,
38 Roofs
Costing £450,000
563 Kitchens
Costing £2,420,000
466 Bathrooms
Costing £1,630,000
815 Heating Systems
Costing £1,800,000
452 Windows & Doors
Costing £3,300,000
benefits advice and helping signpost people to other local organisations who can offer support.
We welcome any feedback on the plan and will keep you updated on progress through our newsletters, website, social media and updates through our new communication platform CX-Feedback.
Other (including Health and Safety)
Costing £1,800,000
Emergency Call Outs
Some repairs are classed as emergency repairs, and these are attended to as a priority, we have a target for our contractors to attend and make these safe within 4 hours. To be treated as an emergency, the fault must carry the risk of immediate injury to people or damage to property.
Some examples of emergency repairs are:
• escape of gas or fumes
• electrical fittings in contact with water
• live or bare electrical wiring
• sewage overflowing into the home
• outside doors that need secured
• burst storage tanks, cylinders or pipes
• failure of all lights or power
• failure of heating systems in severe weather and where no alternative is available
When our office is closed, you can report an emergency repair to our contractor James Frew by calling 01294 468113.
Please remember the out of hours service should be used for emergency jobs only.
Investment in Our Houses
We are carrying out an extensive investment programme this year as part of our commitment to enhancing living conditions for residents. The investment is crucial not only for upgrading the physical structure of the building, but also for ensuring safety and increasing energy efficiency which can lead to lower utility costs.
£1,070,000 – Windows and External doors (areas and contractors to be confirmed)
£700,000 – Kitchens – Contractor, James Frew – (various areas including: St Cuthberts Street/Road in Maybole, Arran Avenue in Ballantrae, Rowan Road in Girvan, Castleview in Dundonald, The Sandgate in Ayr and Hosiery Court in Troon.
£320,000 – Health & Safety, lift upgrades, close door renewals and Net Zero works.
As a result of customer feedback from our recent rent increase survey, we have significantly increased investment spend.
In 2025/26 Ayrshire Housing have committed £2.9 million to carry out investment works.
In 2025/26 we plan to spend:
£300,000 – Bathrooms – Contractor, James Frew (various areas including: Burnbank Road and Lochlea Drive in Ayr).
£300,000 – Boilers and Heating Systems – Contractor, James Frew – (various areas including: Rowan Road in Girvan, Douneburn Crescent in Girvan, Southside Avenue in Mossblown and Baird Road in Monkton).
£155,000 – Sunporches - Contractor to be confirmed – Coylton.
£99,000 – Roofs – Contractor, Pro-Cast –area Rowan Road, Girvan.
Handing over the keys to Hallrig Heights
We were delighted to hand over the keys to our new homes which are part of the Hallrig Heights development in Tarbolton.
The project was a collaboration with Hayhill Developments, who have built 67 homes for sale on this site.
The new homes, ranging from two to four bedrooms, will help meet the demand for affordable family living in this area.
The homes feature air source heat pumps and electric heating, as well as ventilation and sprinkler systems. Each home has parking for two cars and electric charging points.
Our new tenant, said
“the house is fully wheelchair accessible; it’s just perfect, I love it”.
Tenant Safety Compliance
Damp and Mould
Social housing residents in Scotland will be given greater protection against issues of disrepair in their homes, particularly damp and mould through the introduction of Awaab’s Law.
Awaab’s Law is named after two-year-old Awaab Ishak who died in 2020 after being exposed to extreme mould in his home in Rochdale.
Ayrshire Housing is committed to effectively managing any damp and mould cases present in our homes.
Legionella
We have a damp and mould register that contains information on the types of issues we have, what we are doing to resolve these, and the time taken to do so. We will work to rectify all identified cases to prevent the risk of recurrence.
You must inform us of any damp, mould or condensation issues at the earliest opportunity. The sooner we know about it the sooner we can act to resolve it.
We have a new programme of risk assessments starting in May, which will run over the next 2 years. If you have a water storage tank in your home, you should expect to be contacted by Integrated Water Services to arrange an appointment. It is important that we gain access for these assessments to ascertain the risk of legionella in your home and to ensure that any risk is effectively managed.
Fire Safety
Our Technical Officer, Greg Dunlop has begun carrying out fire door inspections to all doors in our common closes. These inspections include the doors to individual flats within the buildings. If your home is within a close, you will be contacted in due course to advise when your door inspection will be carried out. In the coming months, Greg will also be trained to carry out Fire Risk Assessments, he will become a familiar face at our flatted properties.
Lifts
We have 9 passenger lifts, some of which have undergone recent modernisation works. We carry out a 6 monthly thorough examination (LOLER) to ensure our lifts are operating safely. They are routinely serviced throughout the year by our lift contractor KONE. If you have any concerns regarding a lift, please get in touch with us.
Tenant Safety Compliance
EICR (Electrical Installation Condition Reports)
We must carry out an EICR check in your home at least once every 5 years. We have had extensive programmes running in 24/25 to ensure we meet our legislative obligations. We are pleased to inform you that as of 31st March 2025, except for 4 properties, every home we own has a current EICR. The 4 outstanding properties have not been completed due to exceptional circumstances, and we have plans in place to ensure that they are complete as soon as possible.
After a successful tender, we have instructed a new contractor to carry out our EICR
programme. We will provide further information once this has been finalised. It is important that you allow access for these inspections to ensure the safety of your home. We will work with you to arrange a suitable appointment, but should it be required, we will follow our forced entry procedures.
When an EICR is completed as unsatisfactory, this means there are remedial works required to ensure something does not have the potential to cause harm. These are essential works, and the same forced entry procedures will be followed if we do not gain entry to complete the repairs.
Asbestos
Asbestos is a group of naturally occurring minerals, that were commonly used in construction due to their strength and fire resistance qualities.
Gas Servicing
We carry out an annual inspection and service of all gas boilers. This is a legal obligation, and we must gain access for this inspection to ensure the safety of your home. We have achieved 100% compliance this year.
Our contractor James Frew (Gas Sure) will contact you a few weeks before your annual service is due, and Ayrshire Housing will begin a process of attempting to gain access. Where necessary, we will force entry for this work to be done. If there is a requirement to force entry for compliance related inspections, you will be recharged for all additional costs.
Any property built before 2000 has a risk of asbestos containing materials being present. We are continuing to carry out surveys and creating a new register to effectively manage any risk identified. Any asbestos found to date in our properties are low risk and when left alone, pose no threat.
If your property is known to have asbestos containing materials, we will be in touch with you again soon to ensure that no changes have been identified since the last survey was done.
If we request access to carry out a survey, it is important that the surveyor gains access to every room, including cupboards and a visual check of the loft space.
If you have any concerns, please call our office and ask to speak to Carol Craig.
Places COMPETITION TIME!
Garden Competition
That’s right, the time has come again to start thinking about lawns, pruning plants and taking pride in your wonderful green spaces.
Gardening is a great way to spend some time outdoors in nature. Our annual Garden Competition is just around the corner and it’s the perfect opportunity to brush up on your gardening skills.
We had some fantastic entries last year and we were so blown away by all your efforts. The competition is designed to allow every resident to take part.
It doesn’t matter how big your space is, whether you have a lawn or not and it certainly doesn’t matter how much gardening experience you’ve had before.
There will be 5 categories
• Best Front Garden
• Best Hanging Baskets
• Best Pots
• Most Improved Garden (before and after picture required)
• Most Colourful Garden
Winners will receive a £50 shopping voucher
It would be great to see you taking pride in your garden, window boxes or communal spaces. The competition will open on 30th April 2025, with a final deadline of 1st August 2025.
Send your entry to info@ayrshirehousing.org.uk, don’t forget to attach your pictures.
We’re so excited to see your entries. Good luck!
Places
COMPETITION TIME!
Good Neighbour Award
Nominations are open for our Good Neighbour Award, if your neighbour is one in a million or goes above and beyond to help then we want to hear all about it. Nominations can be made on MyHome (our online tenant portal) or you can email your nomination to us at info@ayrshirehousing.org.uk and tell us who you want to nominate and what makes them the best neighbour. Nominations close on the 30th August 2025. The winner will be presented with their award at our AGM in September.
Kid’s sunflower growing competition
See how tall your sunflower can grow in our fantastic competition!
To take part, all you have to do is plant some sunflower seeds and send us a picture of your plant once it has grown as tall as it can.
Top prize is a gift voucher of your choice for £50 and the runner up with the second tallest sunflower wins a £25 voucher.
Remember to include your name, address and a phone number. We will contact you to arrange to come and see the sunflower and record its height. We’ll get a photograph as well.
To make sure your sunflowers are as tall as possible, they should be planted late April/early May. We have some packets of seeds in the office, these are free to collect.
Send your entry to info@ayrshirehousing.org.uk, don’t forget to attach your pictures.
We’re so excited to see your entries. Good luck!
People
Baby News
We were delighted to hear that Shonya Gibson from our Corporate Services Team has had a beautiful baby boy – Logan. We are all looking forward to meeting him.
Community Wellbeing Coach
Claire Strachan
We’re excited to introduce our Community Wellbeing Coach, Mark Jenkins, who will support individuals struggling with tenancy issues through the Small Steps Project, partly funded by the National Lottery Community Fund (in partnership with Atrium Homes). Mark specialises in addressing challenges such as hoarding, starting new tenancies, and alleviating feelings of isolation. To access this tailored service, you can refer yourself directly to Mark via email at m.jenkins@ayrshirehousing.org.uk or ask your Housing Officer for assistance in making a referral.
Community Engagement Manager
We are currently recruiting for a Community Engagement Manager on a part-time basis to enhance our Community Engagement programme. The successful candidate will work closely with our Community Wellbeing Coach, Mark Jenkins. We look forward to providing this dedicated service.
Claire Strachan has joined our team as Receptionist, on a fixed term basis for 9 months. Claire brings with her a wealth of experience and will be on hand as a first point of contact for any of your queries, whether you are visiting us in person, or giving us a call.
Sam Strain Secondment
Our colleague Sam Strain has recently taken part in a successful secondment to our Housing Management team. Sam has been a strong support to the Housing Management team over the last few months. Sam has returned to her role within the Corporate Services team.
Emma Boyd
After joining us on an initial 3-month basis, providing Receptionist cover, Emma is now supporting our Property Services team, particularly in relation to data management.
Processes Pension Age Disability Payment (PADP)
Can give you extra money if you have both:
• care needs because of a disability or longterm health condition for 6 months or more and
• have reached State Pension age.
PADP has replaced Attendance Allowance in Scotland. You do not need to do anything if you already get Attendance Allowance. You cannot get PADP and Attendance Allowance at the same time. You will be contacted by Social Security Scotland when you are moving from Attendance Allowance to PADP. A small number of pensioners are still on Disability Living Allowance. You don’t have to do anything and will be contacted by Social Security Scotland when you move over.
It’s paid at 2 different rates, lower and higher. The amount you get depends on your care needs.
From 7 April 2025 the rates will be;
• £73.90 a week for lower rate
• £110.40 a week for higher rate
• PADP is normally paid 4 weekly.
If you’re terminally ill you’ll automatically get the higher rate.
PADP is not means-tested. Your income and savings are not taken into account. They will not affect any award you might get.
If you are awarded PADP, this not only gives you extra income from PADP, but it could entitle you to Pension Credit Guarantee. Pension Credit Guarantee gives entitlement to full housing benefit, council tax reduction, NHS Glasses, Fuel Payments in winter, reduced broadband costs etc.
Unlike Working Age benefits, pensioners are allowed £10,000 savings before it affects Pension Credit. There is no upper limit on savings. For every £500 you have over £10,000 then your entitlement to Pension Credit is reduced by £1 per week. It is possible for pensioners to have substantial savings and still be entitled to Pension Credit.
Wendy and Jacqueline from our Financial Wellbeing Team are happy to check eligibility and help you apply for PADP, and in turn, identify and apply for any other benefits you may be entitled to. Social Security Scotland also have a local team who can help you claim PADP.
It is known that many pensioners don’t apply for benefits they are entitled to which could increase their income and make their lives a little easier. Through MyHome our online tenant portal Email info@ayrshirehousing.org.uk
Phone (01292) 880120
Processes
CX Feedback
We’ve transformed our feedback process!
We recently introduced CX Feedback, an easier and more efficient way for you to share your feedback with us. Your thoughts on our service are very important and help us to improve to better meet your needs. It can also help us identify trends and highlight areas where we are doing things right, as well as where we need to improve.
What is CX Feedback?
The system enables us to send out messages and surveys via text, email or a phone call so we can gather your views on many different subjects. We can also text you with important information about your property or neighbourhood. You will not receive any messages from us which do not directly relate to you, your property or your local area.
What surveys will I receive?
We will use CX Feedback to send you surveys following repairs to your home. This enables us to continue to improve our repairs service as well as that of our contractors. If you have recently moved into a new property with us
you will receive a Settling In survey. We may also send you other surveys from time to time, depending on the service you have received from us.
How can I tell that the messages are from Ayrshire
Housing?
The messages and surveys will be sent to you directly by text message or email. They will have our recognisable branding, but if you are concerned that they are not genuine, feel free to email, message, or phone us. Texts will show as ‘Ayrshire HA’ and emails will be from ‘Ayrshire Housing’. Texts may contain a link to click which will take you to a survey or provide you with further important information. Links will be from cxfb.co.uk and are completely safe to use.
Coming Soon!!
Housing Perks is a mobile app that offers discounted vouchers, cashback and free items to housing association tenants. The app supports tenants with the cost of living. As a tenant of Ayrshire Housing you will be able to download the app and get immediate access to discounts from most high street shops and supermarkets. We will be in touch with you once the app is fully set up and ready to go!!
Move to Digital
This report is digital by standard which helps us to provide value for money for tenants and reduces our impact on the environment. We will continue to make this report available on our website www.ayrshirehousing.org.uk and on MyHome. However, if you would like a paper copy, please contact our office.
We are always here to help: Call: 01292 880120
Text: 07860 020 459
Email: info@ayrshirehousing.org.uk
Visit: www.ayrshirehousing.org.uk
Follow Us: @ayrshirehousing
Like: www.facebook.com/ayrshirehousing
Other Formats
Equality & Human Rights Statement
We are committed to promoting an environment of respect and understanding where diversity is encouraged, and discrimination is avoided. This commitment covers all areas of our work, as an employer of staff, as a landlord and provider of services. A copy of our Equality and Human Rights Policy can be found at www. ayrshirehousing.org.uk.
On request, we can provide translations of all our documents, policies and procedures in various languages or other formats such as large print, Braille etc. These can be obtained by contacting our office.