Blackwood Spring Newsletter 2025 by BlackwoodHome&Care

Spring Edition

March 2025

Welcome to Our Spring Newsletter. Bulletin

As we step into spring, a season of fresh starts and brighter days, we’re excited to share important updates, inspiring stories, and practical tips to help you make the most of the months ahead.

In this issue, you will find an important message from Jason MacGilp, our new CEO, who shares updates on changes to our structure and staffing, designed to better support you. We’re also celebrating a fantastic win for our 24/7 team, whose dedication continues to make a real difference.

There’s energy-saving advice, handy spring tips, and a look at what Blackwood customers have been up to- from fun activities to uplifting stories. You might even get to see Blackwood's newest feathery friends.

Grab a cuppa, sit back and enjoy!

An Important Message from our CEO, Jason MacGilp

Hello to all Blackwood Customers,

I want to update all customers on a range of proposed changes that we will be making across the organisation.

We know that our customers value our services, and we also know that we need to continue to improve in a range of areas. We plan to see Blackwood continuing to grow and improve as a social purpose organisation and to keep having a positive impact for tenants and other customers into the future. However, as an organisation we have increased our costs substantially over the last ﬁve years or more, but without the required ongoing additional income generation to cover this. It is clear that this has become unsustainable.

I joined Blackwood as the new CEO a few weeks ago and as requested by the Board, I have been looking closely at our current running costs and our management and staffing arrangements. Our organisation faces significant and immediate financial challenges. To protect the future of the organisation, we must act now to reduce our operating costs and to protect front line services to you, our customers. The recent introduction by the UK Government of higher National Insurance Contributions for employers has also added another £300,000 to our costs(and this change is having a big negative impact right across the charity and third sector).

As a registered charity and social landlord, we aim to make a modest ﬁnancial surplus each year, in order to reinvest in improvements to homes, repairs, and to maintain day-to-day services to tenants and other customer sacross Scotland.

So, following a Special Board meeting last Thursday (6th March), we are proposing a range of cost efficiencies and staffing reductions. We also plan to make other changes to help make us work more efficiently and more effectively together. The changes will also go some way to take out some of the duplication and inefficiency in our current arrangements.

Wherever possible, the proposed changes seek to protect and improve services to customers, and we will work hard to minimise any risks or adverse service impacts during the transition to the new arrangements, and to make sure that we protect front-line services as much as possible.

We are aiming to work smarter, with fewer resources. The proposed changes will take out £700,000 costs in the ﬁrst year, from this April, and a recurring £1 million a year saving from 2026.

The proposed changes will include:

• A re-organised and streamlined senior management team.

• The Customer Services Team are the staff who answer most of your housing calls each day on a range of tenancy and repairs matters. This team now be part of the Housing team under the Head of Housing. The Housing Co-ordinators and Customer Services Advisors will form a new combined team to deal with first time customer contact and call resolution, to improve efficiency and aims improve the overall customer experience.

• The Housing Oﬃcer patches will be reviewed, and tenancy, neighbourhood, and income management roles will be streamlined.Your named Housing Oﬃcer may change and we will let you know who that is in the coming month or so.

• The Digital IT Team will join the Finance & Business Services team.

• Development & Property services will be combined into one team.

• We will take a step back from recent design and innovation projects, most of which have come to an end.

• Reorganise our Governance & Assurance work, inc. businessplanning, performance, risk management and governance assurance.

• A reduction of resource in the Communications/Marketing team.

• A reduction in the HR team resources.

• In total, 25 fte posts will be removed from the establishment, from a total of 500 staﬀ delivering housing and care services across Blackwood.

• Some recently vacant posts have been held vacant, and some projects coming to a natural end which helps us achieve some of our savings target.

• However, the proposed changes will mean that there be 16 people whose post is directly at risk from these proposals, so some faces that are familiar to you may change.

The vast majority of staff will remain the same, particularly in the care and support team. Formal consultation will start from Monday 10th March, with the staff who are directly affected by the proposed changes.

There will now be a 30-day formal consultation process, during whichtime any feedback from staﬀ or customers will be carefully considered. Subject to that, the changes, or amended plans, will be implemented from mid/late April.

We welcome any comments or feedback that you may have as a customer of Blackwood. The proposed changes are no reﬂection of the hard work and commitment of those staﬀ members.

We have tried hard to minimise the impact as far as possible. However, these diﬃcult changes need to be made to look after the long-term future of the organisation.

As customers, you need us to be the best we can be and to keep our costs down so we can invest in homes and services and keep rents aﬀordable. There are positive times ahead for Blackwood, as long as we reduce our costs, work more eﬃciently, drive up service quality, and get back to the basics of delivering high quality landlord and care services.

These changes will help us towards that journey over the next few years. Your local housing or care team can provide you with further information about the proposed changes.

We will consider all customer feedback before deciding to proceed or to amend our proposals.

If you have any queries or concerns about the proposed changes, please send them to our customer services team: cst@blackwoodgroup.org.uk

Blackwood Wins Technology Enabled Independent Living Award

Blackwood Homes and Care has won the Technology Enabled Independent Living category at the prestigious Holyrood Digital Health and Care Awards.

Its 24/7 digital responder service, which supports more than 200 adults - many with disabilities and mental health challenges - allows users to manage their care remotely. This reduces the need for scheduled in-person visits by providing ﬂexible, on-demand support at the touch of a button.

blackwood team at awards

Underpinning the service is Blackwood’s CleverCogs digital system, a tablet device that ensures customers receive timely assistance, whether for medication reminders, NHS virtual GP access, wellbeing check-ins, or emergency support.

The CleverCogs system provides a central hub for care management, communication, health monitoring, and home automation, enhancing accessibility and digital inclusion.

Jason MacGilp, Chief Executive Oﬃcer at Blackwood Homes and Care, said:

“From the ongoing design right through to support our 24/7 digital responder service is a huge team eﬀort.

“This award is a testament to that and our shared desire to improve the lives of people throughout the country.”

care awards trophy

Since launching as a pilot in 2016, the 24/7 responder service has grown signiﬁcantly providing 3,500 hours of digital care across six supported living services to more than 350 customers each week. The innovation ensures an emergency response within 20 minutes, delivered by locally based SSSC registered staﬀ.

Diane Allan, Head of Care at Blackwood Homes and Care added:

“It’s wonderful to receive this award and highlight the fantastic work of our 24/7 responder team.

“Most importantly for us is that we see the impact the team has on our customer base on a daily basis. I look forward to working with the team to grow and evolve the service, helping individuals across Scotland to live their lives to the full.”

emergency services now have instant access to dedicated support, reducing unnecessary interventions and improving their overall wellbeing.

One Blackwood staﬀ member highlighted the transformative impact by saying:

"Technology-enabled care is not about gadgets—it’s about improving lives. Our customers feel more secure, more independent, and more connected, knowing support is available at any time."

The organisation’s approach aligns with Scotland’s Digital Health and Care Strategy, demonstrating how technology can revolutionise care provision and support individuals to live independently in their own homes. With its award-winning digital care model, Blackwood is setting the benchmark for technology-enabled independent living in Scotland’s housing and care sectors.

Health Secretary Visits Blackwood to See Innovation in Action

Neil Gray MSP, Cabinet Secretary for Health and Social Care, visited Edinburgh’s Community Rehabilitation and Support Service to see ﬁrst-hand how Blackwood’s housing and care innovations are helping people live independently for longer.

A First-Hand Look at Innovation

The visit was an opportunity for Mr. Gray to explore how Blackwood is supporting independent living through accessible housing and assistive technology. He toured a Blackwood Home, designed to make daily life easier and more comfortable for residents, and met with staﬀ and customers who shared their experiences of how these adaptations are improving their quality of life.

“Innovation must be at the heart of how we support individuals to live well at home for longer. Blackwood is setting an example in creating a more sustainable and person-centred approach to social care. Seeing ﬁrst-hand how technology and thoughtful design are transforming lives is truly inspiring.”

A Commitment to Independent Living

Steph Sutherland, Development and Commercial Director at Blackwood, commented:

Mr. Gray was shown key features of the home, including voice-activated controls, automated doors, and height-adjustable kitchen worktops, all designed to give residents greater independence and conﬁdence in their homes.

Recognising the Importance of Personalised Support

During the visit, Mr. Gray highlighted the importance of ensuring people have the right support to live independently.

“Our goal is to help people live their lives to the fullest. The feedback from our customers shows just how vital accessible homes and personalised support are in making that possible.”

The visit reinforced the importance of continued investment in housing and care solutions that enable people to live safely, comfortably, and independently. Mr. Gray emphasised the role of organisations like Blackwood in shaping the future of independent living in Scotland.

“Ensuring people can live independently with the right support is key to building stronger, healthier communities. It’s encouraging to see how organisations like Blackwood are leading the way in making that a reality.”

Looking Ahead

Blackwood remains committed to creating innovative solutions that support independent living. The visit from the Health Secretary was a valuable opportunity to showcase the work being done and to highlight the diﬀerence that well-designed homes and services can make in people’s lives.

You can read the link on Scottish Housing News here:

https://www.scottishhousingnews.com/a rticles/ministerial-visit-celebrates-ground breaking-blackwood-project

Tenant Survey Results

Thank you to everyone who participated in our recent tenant survey. We are delighted with the level of response from tenants this year with 810 respondents which is a representation of almost 50% of our tenants nationwide. We have a statutory requirement to consult with our tenants as a minimum every three years. The feedback you provide helps us to determine our priorities over the next three years as well as letting us know what we are doing well, and where we can improve.

A summary of the Annual Return on the Charter indicators which were included as questions in the survey and reported to the Scottish Housing Regulator on an annual basis are presented below. We use these indicators to benchmark our performance against other Registered Social Landlords in Scotland. We are working on the full set of information received and will share a full report of ﬁndings from the survey by May.

The results show that Blackwood Homes and Care has experienced a dip in many of our key performance. We know that the last 3-year period has been particularly challenging for our tenants, Blackwood and the wider sector due to the recovery from the Covid pandemic, cost of living crisis and increased costs for the services you receive. However we know we can do better.

Through increased engagement with customers during 2024 we were aware there were some concerns about the services we provide to you, and this was conﬁrmed by the results of the survey.

While our current performance is not at the standard, we would expect, your feedback provides us with valuable insight into the areas we need to prioritise and invest in over the coming years.

Last year we shared our plans on “Getting it Right” which is our commitment to improve performance over the next two years and takes a customer ﬁrst approach to everything we do.

We have had several changes in our leadership team over the last year, and most recently the appointment of our new CEO, Jason MacGilp. With his experience and customer-focus, we will deliver on your priorities and support you to live independently in your communities

Speaking to your Energy Supplier

If you’re feeling anxious about speaking to your energy supplier, there are resources to help you feel more conﬁdent and prepared. Blackwood has partnered with Changeworks to oﬀer expert energy advice and support to our customers. Below, we’ve summarised the key information to help you manage your energy costs and resolve any issues with your supplier.

Getting in Touch

Not sure how to contact your supplier? Here are the best ways to reach them:

• Phone – Check your energy bill for the customer helpline number. Be prepared for long wait times.

• Webchat – Many suppliers oﬀer live chat services for real-time support.

• Online – Most suppliers have self-service options for submitting meter readings and checking account details.

• Email or Letter – These should be used as a last resort due to slower response times.

Know Your Rights

Understanding your rights can give you more control over the situation. Ofgem sets rules that energy suppliers must follow to protect customers. Key protections include:

• Help if you can’t aﬀord your energy bills – Your supplier must work with you to agree on an aﬀordable repayment plan.

• Emergency credit for prepayment meters – You are entitled to emergency credit if you run out.

• Protection against forced prepayment meters –Suppliers must follow strict rules before switching your meter type.

• Disconnection rules – If you’re struggling to pay, your supplier must oﬀer support before disconnecting you.

• Compensation – If your supplier fails to meet certain obligations, you may be entitled to compensation.

Dealing with Problems

If you’re having trouble with your supplier, take these steps:

• Contact your supplier – Explain the issue and request a resolution.

• Make a formal complaint – If the problem isn’t resolved, submit a complaint in writing. Use our Complaints Template to help structure your message.

• Escalate to the Ombudsman – If your supplier doesn’t respond within 8 weeks or issues a “Letter of Deadlock,” you can escalate your case to the Energy Ombudsman.

Struggling to Pay Your Energy Bills?

If you’re struggling with energy costs, don’t delay— contact your supplier as soon as possible. They may be able to oﬀer:

• Emergency credit if you use a prepayment meter

• Aﬀordable repayment plans tailored to your situation

• Access to grants or hardship funds

• Payment breaks or Fuel Direct schemes for those receiving beneﬁts

Before contacting your supplier, have the following ready:

• Your supplier’s contact details

• Your account number

• A recent meter reading

• An idea of what you can aﬀord to pay

Extra Support from Blackwood and Changeworks

As a Blackwood customer, you can access free energy advice and support through our partnership with Changeworks. Their experts can help with energy-saving tips, ﬁnancial support options, and advice on reducing your bills.

To get help:

Check out the Changeworks Information database on www.changeworks.org.uk

Speak to a member of our customer services team for a referral.

Self-refer on the Changeworks website at www.changeworks.org.uk.

We’re here to support you—don’t hesitate to reach out for assistance.

Switching Supplier, and the New Energy Price Cap

Switching Energy Supplier

If you’re responsible for paying your own energy bills, it’s worth checking whether you’re on the best possible deal. Energy prices and tariﬀs can vary between suppliers, so switching could help you save money.

But price isn’t the only reason to consider switching. Some suppliers oﬀer better customer service, extra ﬁnancial support schemes, or greener energy options that might better suit your needs. Understanding your choices can help you make an informed decision.

If you’re thinking about switching supplier, why not browse Changework's energy advice library. Simply search Switching Supplier, on the Changeworks website, or follow the link below:

https://www.changeworks.org.uk/energy-advice/energy-bills-and-your-suppliers/switching-ene rgy-supplier/

New Energy Price Cap – What It Means for You

You may have recently heard about changes to the Energy Price Cap, which is set by the industry regulator, Ofgem. The price cap limits the maximum amount suppliers can charge per unit of gas or electricity, as well as standing charges. It is reviewed every three months, with major updates announced in April and October.

From April, the new price cap puts typical annual energy costs at Between 1 January to 31 March 2025 the energy price cap is set at £1,738 per year for a typical household who use electricity and gas and pay by Direct Debit. This is an increase of 1.2% compared to the cap set between 1 October to 31 December 2024 (£1,717).

If you’d like to understand how the price cap works, what the latest changes mean for you, or get tips on reducing your energy bills, visit the Changeworks Energy Advice Library:

https://www.changeworks.org.uk/energy-advice/energy-bills-and-your-suppliers/energy-pricecap/

Carbon Monoxide Safety Advice

Carbon monoxide (CO) is a poisonous gas that you can’t see, taste, or smell. It’s produced when gas or oil appliances, like boilers or cookers, are faulty or poorly maintained. Fortunately, your home has a CO alarm to detect it—just like a smoke alarm.

How to Stay Safe

• Check your CO alarm – Test it regularly and replace the batteries when needed.

• Get appliances checked – Have gas and oil appliances serviced yearly by a professional.

• Ensure good ventilation – Keep vents clear and never block airways.

Signs & Symptoms of CO Poisoning

• In your home: Yellow or orange ﬂames on gas appliances, soot stains, excess condensation, or a pilot light that keeps going out.

• In your body: Headaches, dizziness, nausea, breathlessness, or even collapse.

What to Do in an Emergency

• If your CO alarm goes oﬀ or you suspect CO is present:

• Turn oﬀ the appliance

• Open windows and doors

• Call 0800 111 999 immediately

If you smell gas:

• Open windows and turn oﬀ appliances

• Don’t use electrical switches or ﬂames

• Call 0800 111 999 right away

• Your safety comes ﬁrst—stay aware and take action if needed!

Health & Safety: Advice from Our Expert

At Blackwood, keeping our customers safe is always a top priority. That’s why, in every edition of our newsletter, we’re bringing you expert advice on important health and safety topics.

Our Health, Safety and Compliance Coordinator, Mike Edwin, will be sharing helpful tips and guidance to keep you informed and protected in your home. From ﬁre safety to wellbeing, each article will focus on practical ways to stay safe and live life to the full with conﬁdence.

In this issue, Mike will talk us through essential ﬁre safety advice, helping you stay prepared and protected.

Fire Safety at Home: What You Need to Know

Keeping your home safe from ﬁre is essential. Small actions can make a big diﬀerence, so here’s how to protect yourself and your neighbours.

Test Your Smoke Alarms

• Smoke alarms provide early warnings that could save lives.

• Test your smoke alarms monthly by pressing the test button.

• Never remove the batteries unless replacing them. If your alarm beeps regularly, it may need a new battery or replacement.

• Blackwood checks alarms annually, but monthly testing helps keep you extra safe.

• If your smoke alarm isn’t working, let us know so we can arrange a check.

Know Whether to Stay Put or Get Out

Would you know what to do in a ﬁre?

• In some buildings, staying inside is safer, especially in purpose-built ﬂats with ﬁre-resistant walls and doors.

• In other cases, you should leave immediately and never use lifts during a ﬁre.

• Check your building’s ﬁre plan. If unsure, ask Blackwood or look at ﬁre safety notices in communal areas.

Plan Your Escape Route

• Fires spread quickly, so knowing the fastest way out is essential.

• Keep exits clear and don’t block doors or hallways with furniture or other items.

• Make sure everyone in your home knows the escape route.

• Practise your escape plan so you can leave safely, even in the dark.

• If a ﬁre starts and you can leave safely, get out, stay out, and call 999. If you can’t escape, stay in a safe room, close the door, and call for help.

Charging E-Bikes, Wheelchairs & Scooters Safely

Powered mobility devices provide independence but must be charged safely.

• Never charge them in stairwells, corridors, or ﬁre escapes, as a battery ﬁre could block your exit.

• Use the correct charger and avoid cheap or unoﬃcial replacements.

• Never leave batteries charging unattended or overnight.

• Keep batteries away from ﬂammable materials like sofas or curtains.

The Fire (Scotland) Act 2005 states that ﬁre escape routes must be kept clear at all times. If you're unsure where to charge your device safely, contact Blackwood for advice.

Keep Fire Escapes and Stairwells Clear

Blocked ﬁre escapes can be life-threatening.

• Do not store any items in communal areas, as they increase ﬁre risks and slow emergency responses.

• Never leave bulky items or furniture in hallways.

• If unsure, check with your Housing team.

Reduce Fire Risks at Home

• Never leave cooking unattended, as most home ﬁres start in the kitchen.

• Avoid overloading sockets or leaving devices charging overnight.

• Put out candles and cigarettes properly and never leave them burning.

• Close doors at night to slow the spread of ﬁre and smoke.

Need More Advice?

For more ﬁre safety guidance, visit the Scottish Fire and Rescue Service website.

If you have concerns about ﬁre safety in your home or communal areas, contact the Blackwood Customer Service Team and we’ll be happy to help.

Remember: small actions make a big diﬀerence in keeping everyone safe.

Spring into Earth Day: The Blackwood Gardening Competition

is Back!

Spring is here! The days are getting lighter, nature is blooming, and it’s the perfect time to reconnect with the outdoors. Spending time in green spaces isn’t just great for the planet-it’s good for our health, happiness, and wellbeing too.

This 22 April, we’re celebrating Earth Day by bringing back our Gardening Competition! This year’s theme is all about sustainable spaces-think wildﬂowers, bee-friendly gardens, vegetable patches, and eco-conscious planting. Whether it’s a window box, a community garden, or a green space, every little bit of nature makes a diﬀerence.

Small changes in our gardens and green spaces can help nature thrive in our shared spaces! Planting easy, bee-friendly flowers like lavender, daisies, or sunflowers in pots or borders can brighten up gardens while also supporting our bees. Swap pesticides for natural pest control and leave a small patch of grass or flowers to grow a little longer to provide food and shelter for wildlife. A well-kept garden can

The beautiful gardens in Lenzie

The Spring chick project has been a huge success!

After 21 days in the incubator, 4 tiny, ﬂuﬀy chicks hatched and have been keeping everyone smiling ever since. They are very cute and small, already eating plenty and growing fast!

The residents and staﬀ at Broom Court are loving having them around, and when they're ready, they’ll go on to be adopted into loving homes.

Blackwood Customers Shine at FVDS Senior Boccia Champs

Some of our Blackwood Home and Care customers recently took part in the FVDS Senior Boccia Championships at Grangemouth Sports Complex. The event brought together players of all abilities, from beginners to experienced competitors, in a fantastic display of skill and sportsmanship. Medals were awarded in various categories, celebrating individual achievements in physical disability, assisted device use, learning disability, and sensory impairments.

Taking part in events like these is about more than just competition—it’s about building conﬁdence, meeting new people, and enjoying the game. A huge well done to all our customers who got involved. We’re incredibly proud of you and can’t wait to see you in future tournaments!

What is Boccia?

Boccia is a precision ball sport designed for athletes with physical disabilities and is now an internationally recognised Paralympic sport. Played indoors, the aim is to throw, roll, or propel leather balls as close as possible to a white target ball, known as the jack. It can be played individually, in pairs, or as a team, with classiﬁcation categories ensuring fair competition.

A Sport for Everyone

One of the great things about boccia is its adaptability. Players who are unable to throw the ball by hand can use a ramp with the help of a sport assistant. Those with visual impairments can use auditory cues or contrast markers to help with aiming. These adaptations make boccia one of the most inclusive sports, ensuring everyone has a fair chance to compete.

Highlights from the Day

Check out some of the brilliant moments from the event.

Our Blackwood customers gave it their all, whether competing or supporting from the sidelines. We hope they inspire even more people to give boccia a try!

Raspberry & Lemon Frozen Yoghurt Bark

A Fresh & Easy Treat!

Welcome the fresh ﬂavors of spring with this Raspberry-Lemon Greek Frozen Yogurt Bark – a light, refreshing, and fuss-free treat that's perfect for the warmer days ahead! Made with creamy yogurt, sweet raspberries, and a hint of zesty lemon, this easy no-bake snack is not only delicious but also good for you. It’s simple to make and a fun way to enjoy a healthier dessert or sweet treat.

Ingredients:

3 cups plain yogurt (full fat works best)

¼ cup honey

Zest of 1 lemon (an orange works just as well!)

2 tablespoons lemon juice

1 teaspoon vanilla extract

6 ounces raspberries, halved lengthwise

Instructions:

• Line a large rimmed baking sheet with parchment paper.

• Stir yogurt, honey, lemon juice and vanilla together in a mediu m bowl.

• Spread on the prepared baking sheet into a 30cm square.

• Scatter raspberries on top and sprinkle with your chosen citrus zest.

• Freeze until very ﬁrm, at least 3 hours. To serve, cut or break into 32 pieces.

• Keep in the freezer until ready to eat and serve frozen.

We’d love to see how your soup turns out! Send your photos to marketing@blackwoodgroup.org.uk, and you might see them featured in our next newsletter!