Bulletin
Winter Edition
December 2024
Welcome to Our Winter Newsletter.
We’re thrilled to bring you the Blackwood customer newsletter; packed with updates, stories, and practical advice to support you this winter.
Inside, you’ll find tips to help with everything from staying warm to managing pensions and benefits, plus information on who to contact for welfare support. We’re also sharing updates on changes to our housing and care services, designed to provide even better support for you.
Don’t miss the highlights—celebrate the positive impact of the Charleston development, where accessible housing is transforming the community and the lives of new tenants. Plus, take a look at the wonderful things happening across our care services.
Whether you’re after advice, inspiration, or just catching up, we hope this issue has something for you. Thank you for being part of the Blackwood community.
Getting it Right
Getting it Right: Hearing from You about What Matters
We aim to get it right for our customers so that you receive a high standard of customer service from us. In the last few months, we have spent some reflecting on the last couple of years and where we need to improve. We have a passionate and dedicated team of staff, but we know that we haven’t always been great at following through and communicating with you.
We recognise this can be frustrating for you. We are introducing a new improvement programme focusing on getting it right. This programme will focus on two key things for you:
• Better customer service and communication from us
• Improved performance and focus on the areas that matter to you when it comes to your tenancy.
While the programme is focused first on housing performance for the time being, we will also look at where we can improve our care services in future.
As part of this work, we are excited to announce the formation of a new Customer Service Improvement Group, led by our Director of Corporate Services, Liz MacKinnon. This group will learn from the complaints we receive, working together to improve where there is a complaint and sharing good practice when we do something well. We are also applying for accreditation with Customer Service Excellence, a national quality framework, to deliver our commitment to high standards in responding to and supporting our customers.
You Said
We Did
We need to tackle issues proactively to prevent them from becoming formal complaints.
We've streamlined our communication routes to ensure your message reaches the right person, and all contact is now recorded in our housing management system. We’ve also updated our complaint process, ensuring that serious issues are handled by the appropriate team, resulting in all complaints being responded to within our timescales set in August.
Customers need clear guidance on the tenancy process when a family member dies.
We’ve reviewed our procedures and developed clear guidelines and information to support customers during this difficult time.
It’s difficult to use the laundry room in my development as some residents don’t respect the rules of taking their clothes out when the cycle is finished.
We’ve introduced a laundry booking system in developments where this has been an issue.
We Want to Hear from You!
Getting it right depends on your views and feedback. We took a first step in September, when we hosted an online Question and Answer session and invited all customers to join. The session was well-attended, and we posted the questions and answers on our website. A heartfelt thank you to everyone who participated.
We will be hosting more engagement events to involve our customers in our planning and service delivery. Please look out for these events on our social media and website in the new year. We will also be consulting on a review of our rent and service charges in coming weeks and posting the findings from the recent Tenant Survey.
Commitment to quality and improvement, Blackwood’s Performance
We aim to deliver high-quality services to all our customers. To ensure we meet these standards, we monitor various performance indicators. We publish information about our performance on our website in October each year. The most recent report on our performance was recently published.
Blackwood in Numbers
Care
Blackwood has 3 care homes in Aberdeen, Stirling and Glasgow. We also provide care and support to 456 people in their own homes across 8 local authority areas.
I’m excited to lead the Customer Service Improvement Group to enhance our service standards and ensure every customer interaction reflects our commitment to excellence.
Liz Mckinnon Director of
Corporate Services
We invested £279,165 to deliver 59 adaptations to our homes in the year, ranging from the installation of grab rails to major works projects such as door widening, new kitchens and bespoke bathrooms.
Property Repairs and Maintenance
We delivered 4,582 repairs in 2023/24 – 1,089 emergencies and 3,493 non-emergencies. £1m was spent in the year on planned maintenance to improve our homes.
Further reading:
Performance on our website: https://www.blackwoodgroup.org.uk/ performance/
The Scottish Housing Regulator: https://www.housingregulator.gov.scot /landlord-performance/landlords/blac kwood-homes-and-care/
The Care Inspectorate website: https://www.careinspectorate.com/in dex.php/care-services
We completed emergency repairs in an average of 4.5 hours and non-emergency repairs in 5.7 days. 84% of these repairs were completed right the first time.
Housing
Blackwood has over 1600 properties that we let to our tenants. We relet empty homes in 99 days on average. 91% of tenants are satisfied when they move in. Blackwood’s rent increase was 7 % this year.
Restructuring Housing and Care for Better Service
At Blackwood, our customers are always at the heart of everything we do. Whether it's through our housing or care services, we are committed to ensuring that everyone we support can live life to the fullest. Despite the significant challenges faced by the housing and care sectors in recent years- including austerity measures, local authority budget cuts, and rising costs of labour and materialswe remain focused on getting it right for our customers.
We have taken bold steps to enhance both our housing and care services, ensuring that each area receives the dedicated attention it deserves. By redefining housing and care as individual departments, we are bringing a sharper focus, expertise, and skills to each, allowing us to better meet the specific needs of our customers.
Our housing service has undergone a transformation, moving towards a neighbourhood model that fosters closer ties with our communities. With an increase in the number of Housing Officers and smaller areas for them to cover, we can provide more personal, responsive support to our customers. This means our teams will be more visible in their neighbourhoods, helping to build stronger relationships and improve the overall quality of service.
In terms of leadership, Anne Jenkins, has stepped into the role of Head of Housing. Her fresh perspective and extensive experience are driving positive change. We have also introduced a new 'Locality Lead' role, with Laura Henry and Kerry Morgan recently appointed to oversee housing in each of their areas, ensuring a more streamlined and effective service.
On the care side, Diane Allan, our Head of Care, oversees all care services and care homes, supported by our dedicated Care Service Managers: Andy Magee, Debbie Maitland, Flora Hay, Helen Kiltie, Lisa Channing and Tom Scott.
We are also transitioning from a regional approach to an East and West split, which will allow our teams to focus more on delivering care that meets the specific needs of customers in these areas.
This restructuring is all about ensuring we have the right people in the right roles, working directly with customers to improve the quality of life for everyone we serve. We are committed to building a future where every home and every care service is tailored to the needs of individuals, ensuring that everyone can live life to the full.
Getting it Right: Meet the Team
Charleston Development
our award-winning Blackwood House model.
These homes, built by Blackwood, are specifically designed to support independent living, and we are delighted to have partnered with Bield Housing & Care and Hillcrest Homes, who have acquired several of these properties for their tenants. This collaborative effort highlights our shared commitment to delivering high-quality, adapted housing that promotes independence and dignity.
In a recent event, MP for Dundee Chris Law and MSP for Dundee City West Joe Fitzpatrick joined Blackwood, Bield, and Hillcrest to celebrate the official handover of the first phase of these homes. The Charleston development, featuring 66 technologically advanced properties, represents a significant step forward in addressing Dundee’s waiting list for accessible housing. With Bield acquiring 24 homes and Hillcrest securing 25, the project showcases the power of partnership in tackling Scotland’s housing emergency and supporting independent living.
They don't just provide shelter, they offer independence, dignity, and a sense of home to those who need it most. This project in Dundee is not just about buildings – it's about transforming lives and communities.
These homes, set to be fully completed by Autumn 2024, range from two-bedroom flats to larger family homes. Equipped with state-of-the-art features such as lift access, home automation, and digital care technologies, they are designed to enhance the lives of individuals with varying needs. This pioneering development is more than just a construction project—it represents our ongoing commitment to creating spaces where people can live life to the fullest.
Chris Law MP shared his personal connection to Blackwood, having lived in a Blackwood home with his mother, who had multiple sclerosis. He highlighted the profound impact of adaptive homes, stating: "These homes provide more than shelter—they offer independence, dignity, and a true sense of belonging to those who need it most."
These new homes represent more than just buildings, they're a testament to what can be achieved when organisations come together with a shared vision.
Simon Fitzpatrick, Blackwood’s Chief Executive, remarked: "By collaborating with Bield and Hillcrest, we have proven that homes designed for independent living can be delivered at scale, meeting the evolving needs of our communities." Similarly, Drew Moore, Director of Assets at Bield, and Angela Linton, Chief Executive of Hillcrest, expressed pride in this joint venture, emphasising the real difference these homes will make for people across Dundee.
Blackwood’s innovative approach to housing spans over 1,700 properties across 29 local authorities, and we continue to invest in technology and design to ensure people can live life independently and to the full. Bield, founded in 1971, supports over 5,000 customers across Scotland, while Hillcrest, established in 1967, provides over 7,000 social rent homes throughout Dundee, Edinburgh, and other regions. Together, we are proud to create lasting change in the housing landscape.
At Blackwood, we take pride in supporting local businesses that share our commitment to equality, inclusivity, and community development. For the official opening of our Charleston development, we were thrilled to work with Uppertunity as our caterers. Based in Dundee, Uppertunity is a charity that supports adults with additional support needs, neurodiverse individuals, and those facing mental health barriers. They run an incredible initiative called Food with Purpose, which not only provides delicious meals but also promotes social and environmental change within the community.
The feedback from the event was unanimously positive—everyone loved the food and was inspired by Uppertunity’s message. Their approach to creating a supportive environment where individuals can build confidence, develop skills, and contribute meaningfully to society resonated strongly with us and our guests. It was more than just a catering service; it was a perfect reflection of our ethos at Blackwood to work together, help others, and promote equality.
We are proud to partner with local organisations like Uppertunity, as it strengthens our community and aligns with our mission of helping people live life to the full.
Several of our staff recently attended The Housing and Social Care
Accessibility Summit 2024, held at the V&A Museum in Dundee conversations centred on the urgent need for accessible housing. We were particularly pleased that the summit followed the opening of our Charleston development in Dundee the day before, which many in the housing sector had attended. The buzz around Charleston was palpable, with attendees excited about the accessible features incorporated into the new homes, such as rise-and-fall kitchens, ground-floor bathrooms, wide doorways for wheelchair access, and lifts inside the buildings to ensure full mobility.
We are proud to be part of the ongoing, vital conversations around the need for accessible, affordable, and beautiful homes. Guided by the ethos of our founder, Margaret Blackwood, we will continue to strive towards creating homes that meet these high standards, ensuring that everyone has the opportunity to live independently and with dignity.
“If we can get 90% of it right, I’d be delighted if somebody else came up with the other 10% and built on that. That’s the history of social housing, right? Standing on the shoulders of giants and keeping getting better and better and better. We’re just part of that chain.”
Simon Fitzpatrick, CEO
Listen to the rest of Simon's podcast with Jimmy Black at Scottish Housing News Podcast:
(part 4) with Simon Fitzpatrick
Reinforced Autoclaved Aerated Concrete (RAAC) Update
Blackwood partners with Glasgow Handyperson Service
Recently, concerns have arisen about the presence of RAAC (Reinforced Autoclaved Aerated Concrete) in certain public and private buildings, including housing. RAAC, a material used in construction from the 1950s to the mid-1990s, was popular for its lightweight and cost-effective properties. However, over time, it has proven less durable than traditional concrete, raising safety concerns, especially in older buildings.
As a social landlord, we are dedicated to ensuring the safety and well-being of our residents. The majority of our homes are built after the period of time that RAAC was used in construction.
We have identified the buildings most at risk of containing RAAC and commissioned professional surveyors to carry out inspections. Following their assessments, they have confirmed that the materials used did not contain RAAC. We will remain vigilant and thoroughly test any materials that we suspect could pose a potential issue. If you have any questions or concerns, please contact our Customer Services Team at cst@blackwoodgroup.org.uk or by calling 0131 317 7227.
Blackwood has partnered with Glasgow Care & Repairs to offer a free handyperson service for customers aged over 65 or those with disabilities. This convenient service can assist with various tasks around the home, including:
• Hanging curtains
• Changing lightbulbs or toilet seats
• Fitting shelves or bannisters
• Installing wireless doorbells
• Supplying and fitting keysafes
• Preparing your home for the arrival of medical equipment by moving furniture
A fantastic service and the staff all went above and beyond to help us.
If you're a customer with a Glasgow postcode and would like to take advantage of this service, please contact Care & Repair at 0141 433 2749.
Ensuring Your Safety with Regular Home Inspections
At Blackwood Home and Care, ensuring the safety of our customers and staff is our top priority. To keep everyone safe, we carry out essential safety checks in all of our homes. These inspections are not only important for your safety, but they also help maintain the quality and comfort of your living environment. Here’s an overview of the regular checks we perform:
Gas Appliance Safety Check
Every year, we inspect all gas appliances, pipework, and carbon monoxide detectors to ensure they’re functioning correctly. After the inspection, you’ll receive a copy of the Landlord’s Gas Safety Record, confirming that your system is safe.
Electrical Safety Inspection
Your home’s electrical wiring and installations are checked every five years, with a thorough inspection documented in an Electrical Installation Condition Report (EICR). This ensures your electrical systems are safe and up to date.
Fire, Smoke, and Heat Detector Testing
Annual checks are carried out on all smoke and heat detectors to confirm they are working properly. These detectors are replaced every ten years to guarantee your safety.
Why These Checks Matter
By allowing us access to complete these safety checks, you’re helping to prevent potential hazards and ensure a safer home for you and your neighbours. Your Tenancy Agreement outlines the importance of providing access for these essential checks. We will always notify you at least 24 hours in advance and ensure visits are arranged at reasonable times.
Thank you for your continued cooperation in helping us maintain a safe and secure environment for all our customers.
At Blackwood Homes and Care, we are committed to providing innovative, accessible services to enhance independent living for both our care and housing customers. Our unique CleverCogs™ platform is designed to simplify the way our customers access key services, whether you’re receiving care at home or managing your housing account. CleverCogs is a fully customisable system, available in two forms: CleverCogs™ for Care Customers and CleverCogs Home for housing customers. Below, you’ll find an introduction to both platforms, as well as information on our Digital Skills Training to help you get online with confidence.
CleverCogs™ Care
CleverCogs™ for Care Customers
CleverCogs™ is a digital platform designed specifically for our care customers, offering an all-in-one solution to access healthcare services, communicate with family and friends, and view personalised care information. If you are receiving care from Blackwood, you will be provided with a CleverCogs™ tablet, which is personalised to your individual needs and interests, giving you access to everything from care updates to entertainment.
Key Features of CleverCogs for Care
View Your Care Notes
Stay informed about your care schedule and notes, allowing you to see planned care visits and review your care history.
Family & Friends Connection
With your permission, loved ones can remotely view your care updates, giving them peace of mind and keeping everyone connected.
Health Services: Access virtual GP
appointments via the NHS Near Me service, and find trusted health advice from NHS Inform.
Emergency Support
CleverCogs is linked to our 24/7 Responder Team, so in case of emergencies, help is always at hand.
Entertainment & Socialising
You can easily video call family and friends, browse the internet, or enjoy entertainment tailored to your personal preferences.
CleverCogs™ provides a holistic digital care experience, making it easier for you to manage your care while staying connected and entertained—all from the comfort of your home.
CleverCogs™ Home
CleverCogs™ Home – Your Digital Housing Service
CleverCogs™ Home is an app designed specifically for our housing customers, allowing you to manage your tenancy services quickly and efficiently from your smartphone or tablet. Whether it’s reporting a minor repair, checking your rent balance, or accessing financial advice, CleverCogs™ Home brings everything you need right to your fingertips.
Key Features of CleverCogs Home: Report Minor Repairs
Quickly report any minor repairs directly to Blackwood Homes & Care without needing to call.
Manage Rent
Instantly access your rent balance, service charge breakdown, and all payment details. You can also set up direct debits or make payments through the app. Request Financial Advice: Easily request a
Digital Skills
Damp & Mould
Damp and mould can be more than just an inconvenience—they can affect your health and the condition of your home. As a social landlord, we are committed to helping our residents prevent and address these issues promptly.
What Causes Damp and Mould?
• Damp occurs when excess moisture builds up inside a property. This can be due to condensation, leaks, poor ventilation, or issues with the building structure. When damp conditions persist, mould can develop, leading to musty smells, damage to walls, and potential health risks, especially for those with respiratory conditions.
How We Can Help
• We take reports of damp and mould seriously. If you notice signs of either in your home—such as water stains, peeling wallpaper, or mould patches—please contact us right away. Our Assets team will investigate and, if necessary, carry out repairs to address the root cause, such as fixing leaks, improving insulation, or enhancing ventilation. We can also supply meters to help you monitor the level of humidity in your home.
What You Can Do
There are steps you can take to reduce the risk of damp and mould in your home: Keep your home well-ventilated by opening windows regularly, especially in kitchens and bathrooms.
Wipe down condensation on windows and walls. Use extractor fans if available when cooking or showering.
Avoid drying clothes indoors where possible, or use a well-ventilated area.
Next Steps
We are committed to maintaining healthy and safe homes for our customers. If you are experiencing issues with damp or mould, please get in touch as quickly as possible so we can assist you. Together, we can ensure your home remains comfortable and secure.
For more information, or to report a problem, please contact:
cst@blackwoodgroup.org.uk or call 0131 317 7227.
Find out more
https://www.blackwoodgroup.org.uk/latest-news/top-t ips-to-avoid-damp-and-mould-in-your-home-2570
Carbon Monoxide Safety Guidance
Carbon monoxide (CO) is a gas you can’t see, smell, or taste, but it can be dangerous. Luckily, there are simple steps we can all take to keep our homes safe from carbon monoxide. Here’s what you need to know.
What Exactly is Carbon Monoxide?
Carbon monoxide is made when fuels like gas and oil don’t burn completely. If appliances aren’t working right, they might produce CO instead of safely burning off fuel. Here’s where CO might come from around the house:
Gas or Oil Boilers: Boilers can produce CO if they’re not serviced regularly.
Gas Cookers and Heaters: When not vented or working properly, these can also produce CO.
How to Spot CO Symptoms
Because you can’t smell or see CO, it’s important to know the symptoms. Keep an eye out for:
Headaches, Dizziness, Nausea – Often feels like the flu, but without a fever.
Fatigue and Weakness – Low levels can make you feel worn out.
Confusion and Difficulty Thinking – CO can cause confusion or make it hard to focus.
Breathlessness – Trouble breathing can indicate high CO exposure.
If you notice any of these signs, get outside right away and seek medical help.
What is Blackwood Doing to Help?
Blackwood installs CO detectors in all our homes to help keep you safe. For domestic homes, we check detectors each year with your gas check. In our care homes and shared homes, we check detectors monthly, and a service engineer checks them annually too.
Tips to Stay Safe Between Checks
Our regular checks cover the essentials, but for peace of mind, you can do a monthly check too! Just press the "Test" button on your CO detector to make sure it’s working. If it doesn’t sound or if you’re concerned, reach out, and we’ll help.
More Ways to Keep CO Risks Down
We Take Care of Boiler Servicing: Blackwood manages regular checks on gas boilers, giving you notice when it’s time for servicing.
Keep Heating Appliances Safe: Make sure your gas cookers and heaters are used correctly and well-maintained to reduce the risk of both fire and carbon monoxide. If you notice anything unusual, such as a yellow flame instead of blue or a strange smell, let us know right away.
Want to Know More?
For extra tips on CO safety, check out the Health and Safety Executive (HSE) website at www.hse.gov.uk. They cover everything from CO detectors to appliance care. And remember, we’re always here if you want to ask anything or share a concern.
If your CO alarm goes off or if you’re feeling unwell, get outside immediately, open windows if it’s safe, and call for help.
Got questions or concerns? Our Housing team is ready to help with any CO questions or safety checks, making sure your home stays safe and secure.
Rent & Service Charge Restructure
What you are charged to live in your home is made up of 2 elements –
The rent, which pays for the maintenance of your home, new kitchens and bathrooms, cyclical painting and our housing management, property and corporate staff teams. Service charges for services that are specific to your individual property or development such as landscaping, cleaning and specialist equipment such as automatic doors or hoists
The rent you pay for your home is based on a points system primarily taking into account the size and type of accommodation, known as rent attributes.
The purpose of the restructure is to create a fair, consistent and transparent system for charging rent for the homes we provide. Service charges have historically been worked out at great detail on a local basis with the cost of cleaning or landscaping being different from development to development. This approach is cumbersome to administer and the differentials between service charges need to be reviewed to ensure they were sufficiently & fairly spread.
We inherited a rent structure following the transfer of engagement of the Abbeyfield Scotland properties into Blackwood in September 2022. New build properties have have also been calculated differently. In addition to this, we have several flat types such as flat own door, flat off corridor and flat shared entry, which are charged different rent levels. To make this more fair, and standardised across the board, for all blackwood tenants, we are undertaking a rent review.
We will consult with you in more detail over the coming months but would like your input to shape the initial principles of the review.
Please take the time to review and respond to the following questions by visiting https://www.blackwoodgroup.org.uk/living-in-your-home to complete the online form
Scan me to give your feedback
Alternatively, you can emaill cst@blackwood.org.uk with your response, using the subject 'rent and service charge review', and in the body of your email write the corresponding question number and either ‘agree’ or ‘disagree.
1. Do you agree that Blackwood should adopt a consistent approach to charging rents?
2. Do you agree rents should vary according to the size of the home?
3. Do you agreed that flats should be charged the same whether classed as an own door, off corridor or shared access?
4. Do you agree house type properties should cost more than flat type accommodation ?
5. Do you agree service charges should be harmonised, so cleaning should cost the same for everyone, regardless of which development you live in?
6. Do you agree new build properties should be charged more than older properties?
We’ll reach out to you when we need your feedback on the rent and service charge restructure and will explain how you can share your thoughts. This process is different from the annual rent-setting exercise. The restructure is about creating a fair and consistent approach to rents for the future, while the annual rent setting addresses rising costs and helps us continue to invest in homes and services. We’re letting you know about this now so you’re aware and can help shape it.
XL Bully Regulations in Scotland
We love pets as much as you and encourage responsible ownership. If you own an XL type Bully dog in Scotland there are now rules you must follow. If you are a tenant who owns an XL Bully that is not exempt, it’s essential to understand your responsibilities.
From 1st August 2024, owning an XL Bully type dog in Scotland without an exemption certificate will be illegal. You must apply for this certificate by 31st July 2024 if you wish to keep your XL Bully. Additionally, from 23rd February 2024, XL Bullies must be muzzled and on a lead in public, and it will be an offence to breed, sell, or rehome them.
Compensation is available for those who choose not to keep their dogs. If you’re unsure whether your dog is an XL Bully, use the Scottish Government’s guide for verification. Visit their website for more information.
We understand the benefits of keeping a pet and the announcement of a ban may have been distressing for responsible owners of XL bully type dogs. We also understand that some customers have safety concerns around XL bully type dogs.
To ensure a balanced approach, Blackwood will not be withdrawing consent to keep XL Bully type dogs of existing owners, providing dogs are registered and all legal guidance is followed.
If you already have permission to keep a pet and have an XL bully type dog you must now give us a copy of your exemption certificate by emailing cst@blackwoodgroup.org.uk or posting to our Edinburgh head office*. If you apply for permission in the future and the dog is an XL bully, a copy of your exemption certificate should be provided along with the application.
*Blackwood Homes and Care 160 Dundee Street Edinburgh EH11 1DQ
For detailed information about the regulations concerning XL Bully dogs, including what constitutes the breed, and the legal responsibilities for owners, please visit the Scottish Government website. There you can find guidance on the laws that came into effect on the 23rd of February 2024, such as the requirement for XL Bully dogs to be muzzled and on a lead in public, and restrictions on breeding, selling, or rehoming these dogs. This resource will help you understand how the regulations may apply to you and your pet.
For email enquiries contact: xlbullydogenquiries@gov.scot
Raeden Court Makeover
With the development recently turning 40 years old, the refurbishment works at Raeden Court Care Home were designed to create a fresh, modern aesthetic and a safe, welcoming environment where our residents can feel comfortable and independent.
Residents' bedrooms were provided with new flooring, full decoration, and new wardrobes and desks. The en-suite shower rooms were completely transformed with contemporary wet wall panels, non-slip safety flooring, modern LED lighting, new efficient heating, and specialist sanitaryware and aids designed for people with disabilities.
A key aspect of Raeden Court Care Home is the sense of community and the promotion of socialisation between residents, their families, visitors, and staff. Vital to this is having high-quality and accessible communal areas. The entrance and hallways were fully decorated and fitted with new, brighter LED lighting, creating a fresh, bright, and welcoming entrance to the care home. New timber handrails throughout the hallways also aid accessibility and promote independence. In the reception area, large, comfortable armchairs have been added to create a new seating area for people to gather and socialise, or simply to sit and relax.
The residents' lounge/kitchen has been refurbished to offer a more private space for our residents to enjoy. The lounge features a small kitchen area, a space for dining, and a seating area. The lounge now has high-quality vinyl flooring, a fresh contemporary colour scheme on the walls, modern timber wall panelling, and new furniture.
Our residents’ smoking lounge has also been given a modern twist, with dark blue tones enveloping the room. This creates a stylish, atmospheric space for residents to gather, watch TV, or play games.
The central part of the project was the main communal area for the care home — the dining room. This space is used not only for day-to-day dining but also for social activities. The aim of the dining room refurbishment was not only to improve the space but also to enhance its functionality, allowing our residents to be more independent.
The dining room now centres around a long communal dining table, encouraging residents to dine together and socialise with one another and the staff. The space is highlighted with new modern pendant lights and a dropped ceiling feature. The dining table is designed to be split into three sections and is extendable, offering flexibility for different dining arrangements and social activities.
The dining room also features a new kitchen area and breakfast bar. A unique feature of the kitchen is the rise-and-fall worktop, which can be electronically adjusted at the touch of a button to suit our residents' needs, regardless of their requirements. The new split-level breakfast bar caters for both standing and seated users, promoting informal interaction. It also enables residents to participate in meal preparation or simply select their meal choices during breakfast time.
Staff areas were also refurbished with new flooring, decoration, lockers, and furniture. These improvements ensure that staff have a comfortable, clean, and modern space to use during their breaks, promoting their well-being and making Raeden Court a more enjoyable place to work.
The aesthetics of the dining room were carefully designed to provide a sleek, modern environment. Discreet storage, dishwashers, fridges, and radiators blend seamlessly into the design. Fluted timber wall panelling and ceramic wall tiling add texture to the room. New timber-effect flooring brings warm tones to the palette, while dark blue and light grey accent walls highlight key features. A variety of lighting has been incorporated, including black and gold pendant lights above the dining areas for feature lighting and efficient LED spotlights providing background illumination. The lighting levels can be adjusted with a dimmer switch to suit different times of day or activities. Coloured LED strip lights above the communal dining table and kitchen can be set to any colour, allowing residents to personalise the space or create a special atmosphere for events.
The design for the refurbishment was carried out by Blackwood’s in-house Asset Officer, in full consultation with the residents, their families, and the staff of Raeden Court. A number of consultation events were held during the design phase, where initial designs were presented, and attendees were given the opportunity to provide feedback, ask questions, and vote on their preferred colours and finishes. Each resident was also able to choose the colours and finishes for their own bedroom and en-suite. The involvement of residents continues post-completion, with the opportunity for them to personalise the spaces by choosing pictures and decorations for the communal areas.
This refurbishment at Raeden Court is a reflection of our commitment to creating beautiful, accessible spaces for our customers. We believe in enhancing the quality of life for every resident, ensuring they have a comfortable, safe, and welcoming environment where they can live life to the fullest.
Keeping Safe: Essential Safety Tips
Lock Your Front Doors and windows
• Always lock your front door. It's a simple yet effective way to deter unwanted visitors.
Be mindful who you answer the door to
• If your door has a peephole, use it before opening the door to someone you don’t know. Don’t Let Strangers Inside
• Be cautious about letting unfamiliar people into your home. If someone claims to be there for a job or delivery, ask for ID. If you're uncertain, contact the company to verify.
Watch Out for Phone Scams
• Be wary of phone calls from unknown numbers. Legitimate companies, including your bank, won't ask you to send money or transfer funds over the phone. If someone requests that, take a moment to think. Hang up and call the company directly to confirm.
Protect Your Information
• Never share personal information, like your address or bank details, with strangers. Be mindful of what you post on social media, as scammers can exploit this information.
Safety Tips for Your Home This Christmas Season
The festive season is a joyful time, but it's important to take steps to ensure your home stays safe. Here are some practical tips to protect your household and belongings during the holidays:
Keep Presents Safe
• After shopping, avoid leaving presents or valuables in plain sight, especially in your car. If you need to leave them in the vehicle, store them in the boot or cover them out of view.
Secure Your Home
• Make sure doors and windows are locked, especially at night or when you’re out enjoying the festivities. Consider using timer switches for lights to give the impression that someone is home if you're away.
Be Cautious with Deliveries
• If you’re expecting deliveries, try to be home when they arrive or arrange for them to be delivered to a trusted neighbour. Leaving packages on your doorstep can attract unwanted attention.
Dispose of Packaging Carefully
• After unwrapping gifts, avoid leaving packaging outside where it could signal what valuable items you have inside. Break down boxes and dispose of them discreetly
Travel Safely
• If you're travelling to visit family or friends, let someone know your plans, and ensure your home is securely locked while you're away.
• These simple steps can help you enjoy a safe and worry-free Christmas at home.
The Warm Home Discount Scheme is an invaluable initiative designed to support individuals and families facing financial difficulties with a one-off £150 discount off their electricity bill. This scheme can ease the burden of energy costs for eligible customers, providing a vital financial lifeline during challenging times.
Warm Home Discount
How It Works
If you are eligible for the Warm Home Discount Scheme, your electricity supplier will automatically apply the £150 discount to your bill. It's important to note that this discount is not paid directly to you; instead, it reduces the amount you owe on your electricity bill.
Generally, if you qualify, you will receive the discount without having to apply. However, if you reside in Scotland and are on a low income, you will need to contact your energy supplier to apply for the discount.
Eligibility Criteria
• To be considered for the Warm Home Discount, you may be eligible if you meet the following criteria:
• Your energy supplier participates in the scheme.
• You (or your partner) receive certain means-tested benefits or tax credits.
• Your name (or your partner’s name) is on the electricity bill.
• Additionally, some electricity suppliers may have their own extra eligibility criteria. They will inform you of which specific benefits qualify you for the discount, which falls under what is known as the 'broader group.'
How to Apply
Follow these steps to find out if you are eligible:
• Contact Your Electricity Supplier: Reach out to your electricity provider to inquire about your eligibility and the application process. It’s crucial to contact them directly as they are responsible for administering the discount in Scotland.
• Check Early: The number of discounts available is limited, so it’s advisable to contact your supplier as soon as possible, even if you received a discount in the previous year.
• Gas Bill Considerations: If your electricity supplier also provides gas, you might be able to receive the discount on your gas bill instead. Confirm this with your supplier.
Important Notes
It’s essential to keep track of your benefits and stay updated on any changes that may affect your eligibility for the Warm Home Discount.
• Stay with Your Supplier: If eligible, your supplier will apply the discount to your bill by 31 March 2025. Ensure that you remain with your supplier until the discount is applied.
If you receive the Guarantee Credit element of Pension Credit, you do not need to apply for the discount; you will receive a notification letter confirming your eligibility.
By understanding and accessing the Warm Home Discount Scheme, you can take a significant step towards reducing your energy costs and ensuring a warmer, more comfortable home during challenging times. If you have any further questions, don’t hesitate to reach out to your electricity supplier for guidance.
Energy Price Cap
Understanding the Latest Energy Price Cap and How We Can Help
As of 1 October 2024, the latest energy price cap has been implemented, significantly impacting households across the UK. This price cap dictates the cost that households pay for their energy, specifically the price per unit of gas and electricity, not the total bill.
For a typical household using both gas and electricity, the annual energy cost is now set at £1,717. This represents a 10% increase from previous levels, equating to an additional £12 per month added to the average bill. However, it’s worth noting that this new cap is also 6% (£117) lower compared to the same period last year.
What Does “Typical Household” Mean?
The term "typical household" can be misleading. It’s important to remember that most households do not fit this mold. The calculations that define a typical household are based on the energy usage of a direct debit customer consuming approximately 12,000 kWh (kilowatt hours) of gas and 2,900 kWh of electricity each year.
A kilowatt hour is the standard unit of energy used to determine your bill. The actual cost of your energy will vary based on your specific consumption patterns, which can differ due to factors such as the number of occupants, the type of property, and its overall energy efficiency.
Despite the price cap being lower than last year, many households may still find it challenging to manage the escalating energy costs. If you’re feeling the strain of rising energy bills, we encourage you to reach out for support
Find out more https://www.ofgem.gov.uk/energy-price-cap
Energy Saving Tips
Discover simple and affordable strategies to reduce your energy consumption.
• Understanding Your Bills: Get help deciphering your gas and electricity bills to better understand your charges.
• Tariff Advice: Learn about the different tariffs available and which might suit your needs best.
• Utility Debt Guidance: Receive advice on managing gas and electricity utility debts effectively.
• Support Scheme Applications: Get assistance with applications for available support schemes and financial grants based on your individual circumstances.
If you have concerns about your fuel bills or need guidance on energy-related matters, please do not hesitate to reach out to us.
Phone: 01313177227
Email: cst@blackwoodgroup.org.uk
We’re here to help you navigate these challenging times and find the support you need.
We are pleased to be partnering again with Changeworks again this winter through the Tenant Energy Support Service (newly renamed from HAESS)
www.changeworks.org.uk 0131 555 4010
We want to ensure everyone stays safe during the winter months. Here’s what you need to know about snow clearing and gritting, depending on your circumstances:
For Blackwood Tenants
If Blackwood is your landlord, it is important to remember that your local council is the one responsible for gritting and snow clearance on roads and public footpaths.
In some housing developments, we maintain grit bins and ensure communal pathways are safe. Please contact us if you need a grit bin refilled or experience issues with heating during cold weather.
For Care at Home Customers
If you receive care from Blackwood but live in your own property or rent from a different landlord, snow clearance and gritting may be managed by your council or landlord. We recommend checking with your landlord in the first instance to establish whether your landlord or the council is responsible for maintaining your pathways during wint
For Care Home Residents
In our care homes, your local council responsible for gritting and snow clearance on roads and public footpaths. Blackwood does its best to ensure pathways and entrances are kept clear of snow and ice, but we cannot guarantee this during periods of cold weather and icy conditions. If you notice any unsafe areas, please notify the staff at your care home.
Winter Gritting and Cold Weather Advice
What We’ll Do
As your landlord, we are responsible for maintaining your home, especially during cold snaps. If your boiler breaks down, we will arrange repairs and have taken extra steps to support you during severe weather:
In certain housing developments, we have grit bins, and we’ve asked our contractors to stockpile grit. We will refill grit bins if you let us know when supplies are running low. We’ve also made sure our contractors keep a stock of emergency heaters, just in case your heating fails.
What Your Local Authority Should Do
Your council has specific responsibilities during extreme weather to help keep you safe:
Roads: Councils are responsible for gritting and clearing snow from adopted roads, starting with main routes and then moving on to smaller roads. They are also in charge of abandoned vehicles on public roads.
Footpaths: Public footpaths should be cleared by the council, but they won’t clear paths on private properties.
Snow Disposal: Councils should provide guidance on where to safely pile cleared snow so it doesn’t block drainage or obstruct paths.
Heating Your Home During Winter Months
If you suddenly lose water etc and possibly have a frozen pipe, crack a tap open slightly till its dripping (preferably kitchen sink or bath), this will allow any build up of pressure to escape and hopefully allow the water to flow once it starts to thaw and prevent pipes bursting.
One common problem that we see time and time again is a frozen condensate pipe. The condensate pipe leads waste water away from the boiler and down a drain. Most are fitted internally but, in some cases, they have to be fitted outside, which can cause the pipe to freeze.
What is a condensate pipe?
Condensate pipes are found on condensing boilers. If you’ve had a new boiler fitted since April 2005, then your boiler will be condensing (this is when condensing boiler regulations were introduced).
Why do condensate pipes freeze?
Outdoor condensate pipes are exposed to cold temperatures during the winter. This can cause the water in the pipe to freeze and form a blockage. How to prevent a frozen condensate pipe There are a few ways to help prevent your condensate pipe from freezing.
Take the following steps into account as we enter the colder months:
• Keep your thermostat set to a minimum of 18 degrees, if you’re not using certain rooms, turn the radiator valve down on the radiator never put below
• Ensure your radiators have been bled.
• Leave your heating on to keep the condensate pipe warm; and
• The Heating & Hotwater Industry Council (HHIC) advise keep your heating on. This will lower the amount of condensate that forms, reducing the chances of the pipe freezing. However, if you do not wish to have your heating on, please do not turn off from the thermoset and turn the valves down on the radiators instead. This will also help with keeping costs low.
• If going away for a period leave your heating on at a minimum 18 degrees.
Turning down thermostat by 1 degree
Switch off standby (electronics)
£70
£65
Take shorter showers £95 (based on 4 min shower)
Don’t overfill kettle (put in what you need)
Using LED lightbulbs (remember to turn lights off if not in use)
Washing Machine – 30 degrees cycle instead of higher temperatures
£43
£40
£34
These estimated savings could save you as much as £347 per year.
Winter Energy Tips You could save up to:
Pension Credit
Overview of Pension Credit
Pension Credit is a vital financial support for individuals over State Pension age who are living on a low income. It provides additional money to assist with living costs, including essential housing expenses like ground rent and service charges. Notably, Pension Credit is distinct from your State Pension, and you can qualify even if you have other sources of income, savings, or own your home. This guide is applicable to residents in England, Scotland, and Wales.
Eligibility Criteria
To qualify for Pension Credit, you must have reached State Pension age.
If you have a partner, their details must be included in your application. You may be eligible if both you and your partner are over State Pension age and oneor both of you is receiving Housing Benefit for seniors.
When applying for Pension Credit, your income will be assessed. For couples, the income will be considered jointly.
Pension Credit tops up your income to:
£218.15 per week for single individuals. £332.95 per week for couples.
You may still qualify for Pension Credit even if your income exceeds these limits, particularly if you have additional expenses related to disability, caregiving, or housing.
What Counts as Income
State Pension and other pensions. Earnings from employment or self-employment. Most social security benefits, including Carer’s Allowance.
What Does Not Count as Income
Certain benefits such as Adult Disability Payment, Attendance Allowance, Child Benefit, and others.
Savings and Investments
Having savings can affect your Pension Credit entitlement:
If you have £10,000 or less in savings, it won’t impact your Pension Credit.
Savings over £10,000 will count as income, with every £500 above this threshold equating to £1 of weekly income.
Residency Considerations
You can maintain your Pension Credit if you leave Great Britain for:
Up to 4 weeks for holidays, provided you remain eligible.
Up to 26 weeks for medical treatment or recovery. Guarantee Credit and Additional Amounts.
Pension Credit includes a component known as Guarantee Credit, which may provide extra amounts for:
Severe disability (£81.50 per week).
Caring for another adult (£45.60 per week).
Responsibility for children or young people (£66.29 per week, higher for the first child born before April 2017).
Housing costs (ground rent, service charges).
Claiming Pension Credit
You can apply online or via the Pension Service helpline at 0800 99 1234. Applications can begin up to 4 months before reaching State Pension age but can only be backdated for 3 months.
Find out more here
https://www.gov.uk/pension-credit
Universal Credit Managed Migration
What is Universal Credit?
Universal Credit is a monthly payment for working-age individuals who are out of work or on a low income. It replaces six benefits:
• Working Tax Credit
• Child Tax Credit
• Housing Benefit
• Jobseeker’s Allowance (Income-Based)
• Income Support
• Employment & Support Allowance (Income-Related)
If you’re receiving any of these benefits, you will transition to Universal Credit if your circumstances change or if you receive a ‘Migration Notice’ letter.
Claiming Universal Credit Important Reminder
To apply for Universal Credit, you must manage your claim online at gov.uk/apply-universal-cre dit
When applying, you’ll need:
• Bank account details
• An email address
• Proof of your rent
If you need help with your claim, our Customer Service Team is available to assist you.
Ensure your rent is paid on time; consider setting up a direct debit. New claimants can request that their Housing Element be paid directly to Blackwood through their UC journal.
Payment Frequency
Universal Credit is generally paid monthly, but new claimants in Scotland can request payments twice a month to help with budgeting.
What is Managed Migration?
Managed migration is the final phase of Universal Credit rollout, expected to complete by the end of 2029. Affected benefits include Housing Benefit and Child Tax Credit. In April 2024, you’ll receive a Migration Notice, instructing you on when to claim Universal Credit. You must claim by the deadline given in this letter; failing to do so will result in losing your current benefits.
If you have questions or need assistance, contact the Universal Credit Helpline at 0800 328 9344 (free calls).
Meet Our Welfare Rights Officers
Get the support you need
If you’re looking for more information on managed migration to Universal Credit or Pension Credit, our Welfare Rights Officers, Stephen Fallon and Charlie Neale, are here to assist you. They can help you navigate these processes, ensuring that you understand what steps to take and what support is available.
In addition to managed migration and Pension Credit, Stephen and Charlie can offer advice on budgeting, help with benefits applications, and provide benefits checks to ensure you're receiving the right support. If you need guidance, don’t hesitate to get in touch with them today on cst@blackwoodgroup.org.uk
Navigating benefits and managing your finances can sometimes feel overwhelming, but you don’t have to face it alone.
Stephen and Charlie offer expert guidance and support, helping you make sense of your entitlements and assisting with:
• Budgeting Advice: Practical tips to help you manage your money effectively.
• Benefits Applications: Assistance with applications for Universal Credit, Housing Benefit, and other available support.
• Benefits Checks:
Ensure you’re receiving all the benefits you’re entitled to.
• Pension Credit Support: For those of pension age, Stephen and Charlie can guide you through the Pension Credit application process.
• General Financial Advice: Help with managing utility debts, applying for grants, and financial planning.
Struggling with Rent? We’re Here to Help
If you’re worried about paying your rent, or have concerns about rent arrears or other debts, contact us now! We know money might be tight, but paying your rent should always be a priority. Missing rent payments could put your home at risk, but we can offer support to help you manage rent payments, even if you’re already in debt.
Your Welfare Rights Officer can work with you to create a manageable repayment plan that fits your circumstances. Don’t wait—reach out to us so we can help you stay on track.
Charlie Neale
Stephen Fallon
Festive Opening Times
Our offices will be closed from 1pm on Tuesday 24th December 2024, and re-open on Friday 3rd of January 2025.
Care services will remain in operation, and any individual changes will be reported locally.
You can still report an emergency by calling: 0131 317 7227
Other telephone numbers that you main find useful:
If you smell gas – National Grid UK 0800 111 999
Mains Water Supply – Scottish Water 0800 0778 778
Report a problem with Wi-Fi – Social Telecoms 0141 442 0730
Yee-haw! Line Dancing Fun
Line Dancing with Maggie at Broom Court Care Home!
Residents joined Maggie for a lively line dancing session
A fantastic afternoon of music, dancing, and fun.
Yee-haw! Residents got into the spirit, playing dress up with cowboy hats and western gear during the line dancing session.
An Exciting Outing
A group of our residents recently enjoyed an unforgettable day trip to the Beyond Van Gogh: The Immersive Experience in Glasgow. This cutting-edge exhibition brings the post-Impressionist master’s iconic works to life in a way that goes far beyond traditional art displays. Combining more than 300 of Van Gogh’s famous paintings with innovative technology and a specially curated soundtrack, the experience offers a multi-sensory journey through the artist’s world. The vivid colours and flowing imagery, accompanied by a stirring musical score, transport visitors into the heart of Van Gogh’s artistry, creating a mesmerising and immersive atmosphere.
The trip began in the Introduction Hall, where they connected with Van Gogh through his personal letters to his brother, Theo, before moving into the breathtaking Immersive Room. Here, Van Gogh’s vibrant flowers, cafés, and landscapes swirled and shifted across the walls and floor, completely surrounding them in colour and movement. This unique experience provided not only a chance to explore Van Gogh’s masterpieces but also an opportunity to feel more closely connected to the artist himself. It was a day filled with inspiration, creativity, and joy, and we’re thrilled to share these moments with our community.
Soup Season
As the colder months approach, this Sweet Potato and Butternut Squash Soup is the perfect way to enjoy a nutritious, warming meal. It’s vegetarian, packed with seasonal goodness, and can easily be frozen for later – a great way to plan ahead for busy days. For those who like a bit of spice, you can use whatever spices you have in your cupboard to add extra flavour. Cumin, paprika, or even curry powder would work well. Feel free to get creative!
Sweet Potato and Butternut Squash Soup Recipe
Ingredients:
1 medium butternut squash, peeled and chopped
2 medium sweet potatoes, peeled and chopped
1 onion, finely chopped
2 cloves garlic, minced
1 litre vegetable stock
1 tablespoon olive oil
1 teaspoon ground cumin (or other spices like paprika or curry powder)
Salt and pepper to taste
A pinch of chilli flakes (optional) Fresh coriander for garnish (optional)
Instructions:
• Heat the oil in a large pot over medium heat. Add the chopped onion and garlic, and cook for 3-4 minutes until softened.
• Add the butternut squash and sweet potato, stirring for a few minutes to combine the flavours.
• Sprinkle in your chosen spices and season with salt and pepper. Stir well.
• Pour in the vegetable stock, ensuring the vegetables are covered. Bring to a boil, then reduce the heat and let it simmer for 20-25 minutes, or until the vegetables are soft.
• Once cooked, blend the soup using a hand blender or in batches until smooth.
• Taste and adjust seasoning if needed.
• If the soup is too thick, add more stock or water to reach your desired consistency.
• Serve hot, garnished with fresh coriander if desired.
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!
We would love to hear from you! If you or your community would like to be featured in our next newsletter, please send your photos and stories to marketing@blackwoodgroup.org.uk. Your experiences and contributions are what make our Blackwood community special.
