Summer 2014 Housing News

SUMMER/AUTUMN

2014

housing news The newsletter for Link tenants

Inside: • Planned Maintenance Programme • Welfare benefits updates • Tenant stories and events

www.linkhousing.org.uk

Hello from the editor

New telephone numbers Welcome to the summer edition of Housing News – once again we have included a copy of ‘Quids In’ which contains lots of moneysaving hints and tips as well as a copy of our updated Planned Maintenance Programme 2014 – 2019.

We have had a busy few months working to submit our first Annual Return on the Charter and are now working on our performance report – a copy of which you will receive in October.

Well done to tenants who organised events over the summer.

REMEMBER, this is your newsletter, and feedback on what information you want is really important. If you have any ideas please contact me on 03451 400 100 or email getinvolved@linkhaltd.co.uk Leah Webb Tenant Liaison Officer

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Our Customer Service Centre has a new number for you to call – but don’t worry you only need to remember one new digit.

From now on you should call 03451 400 100 instead of 08451 400 100. So, now it’s easier and cheaper for you to call the Customer Service Centre. We also have a new direct Arrears Payment Hotline number 0330 303 0801. Calls cost no more than a national rate call (even if you are calling from a mobile phone).

TENANTS RESCUED FROM FIRE – KEEP STAIRWELL CLEAR This is a reminder that you should not store any items such as furniture, bikes, prams, electrical items or general household waste in common closes or common areas at any time.

Fires within common closes and common areas are a regular occurrence and can happen at any time, day or night. Tenants who block communal areas with bulky items are preventing neighbours escaping safely in the event of a fire. Any tenants who consistently leave items in communal areas will receive oral and written warnings.

03451 400 100 or csc@linkhaltd.co.uk

This was a reality for some tenants recently when a couch left in a common area caught fire causing so much smoke that tenants had to be rescued through the windows of their flats by the Fire Brigade.

The smoke was thick, black and toxic and if inhaled could have caused serious damage.

Thankfully the Fire Brigade got everyone out safely and no one was injured.

If you have any bulky items you need to dispose of remember Link does not arrange for their uplift – please contact your local council who will be able to pick these up for you, usually at no cost to you. These should be taken outside your flat or house on the day of collection and not before.

Valuing People Link has been accredited as an Investor in Diversity by the National Centre for Diversity. The Investors in Diversity Award is a nationally recognised equality and diversity accreditation that acknowledges excellence in this area.

Link received the accreditation following an assessment based on various criteria, including staff interviews and customer surveys.

During our work with the National Centre for Diversity, we found out that our values weren’t as clear as they could be both for customers and staff. So, during the past few months we have worked to update these and have decided to use the word RESPECT as a way to describe how we will value staff and customers.

Responsibility – We all take responsibility for our actions.

Empathy – We work hard to understand how people feel as individuals and treat them with dignity.

Social impact – We strive to ensure there is a positive social impact from our activities and work with others who share these aims.

Participate – We are proactive in providing opportunities for people to engage with us and help us to improve our services.

Equality – We are all equal and different, and we aim to provide inclusive environments for work and for living.

Challenge – We challenge ourselves and others towards excellence and innovation in all we do.

Transparency – We wish to be open and honest about what we do and how we do it.

Another award win for Link Link won the ‘Small affordable housing development of the year’ award for its development in Tannahill Crescent, Johnstone, in the 2014 Scottish Homes Awards. The development was completed in 2013 and we hope the tenants who live there are enjoying their new homes.

www.linkhousing.org.uk

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New Developments BELLSDYKE, PHASE 3, LARBERT 21 two and three bedroom houses and cottage flats (including two for wheelchair users) for social rent. 7 two and three bedroom houses for intermediate rent.

This is the last of three phases providing a total of 77 affordable homes. Each home has gas central heating and hot water systems, high thermal insulation and double glazing providing families with warm, comfortable and energy-efficient homes that will be economical to run.

The new development also include a new toddlers playpark. Olivia Rose Lennon, and her mum Gail Lennon, were the first to try it out!

2, 4 AND 6 BUCCLEUCH STREET, GLASGOW Five flats for social rent for existing tenants, 17 flats for intermediate rent and 4 flats for rent to the Hayfield Society.

The existing 15 large flats had become hard to let and will now be fully refurbished and reconfigured into 26 flats of a more popular size. Works started in June 2014 and on completion in July 2015 the refurbished flats will all have new kitchens and bathrooms as well as a new efficient gas central heating system.

GAS SAFETY EMERGENCY If you smell gas, fumes or your CO alarm is activated, please call the free Gas Emergency Services emergency line immediately on 0800 111 999. l Open all doors and windows to ventilate the property. l Do not turn on/off any electrical switches. l Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition. l Turn off the gas supply at the meter or emergency control valve.

Remember you must allow access for Saltire Facilities Management when they make an appointment for your Gas Safety check. You can contact them on 03451 400 100.

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03451 400 100 or csc@linkhaltd.co.uk

Improvements to your home during the next five years Enclosed as a supplement to this tenant newsletter is a copy of Link’s Planned Maintenance programme 2014–2019.

This sets out the major work Link will carry out to various Link homes between April 2014 and March 2019.

No longer sitting on the fence Many of the properties that we have built over the years have low level garden fencing to the rear of the property and a number of tenants have made requests to erect fencing in these situations. Until recently we have not always given permission for this; however, we recognise tenants’ preference for privacy in their back garden and have changed our decisionmaking process to reflect this.

We will now permit rear divisional fencing (up to a height of 1.80m or 6 feet) but there are certain conditions attached, including not granting permission due to planning issues, types of fencing or impeding sight lines. This ensures we have a standard approach across all areas to make our decisions fair.

All requests to erect fencing must be made in writing, and permission must be granted before purchasing or erecting a fence.

We are aware there is a small number of tenants who have erected fences without permission and if this is the case they must contact us immediately and arrange a visit from a Technical Services Officer. If conditions are met, retrospective permission will be given.

All requests in writing should be sent to: Senior Technical Services Officer, Watling House, Callendar Business Park, Falkirk, FK1 1XR.

www.linkhousing.org.uk

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Link submits its first Annual Return on the Charter Link has submitted its first Annual Return on the Charter to the Scottish Housing Regulator (SHR). This shows how we are performing against the 14 outcomes in the Charter that are relevant to Link.

Outcomes are the results we should be achieving for our customers. For more information go to http://housingcharter scotland.gov.uk/

The SHR will publish a report on its website by 31 August 2014 which will give you (and us) the opportunity to compare our performance against other housing associations and council landlords.

completed a survey which asked what they wanted the report to focus on. Our report to tenants will include information about the Charter outcomes where we are performing well and plans for the areas that we want to improve.

We are currently working on producing a report for tenants on our performance which will be issued to all tenants in October.

Our ePanel members recently

The Tenant Scrutiny Panel will also advise us on the report and make recommendations for improving customer service.

TENANT INFORMATION SERVICE CONFERENCE Tenants Innes Nisbet from Barrhead and Elsie Boyce from Cumbernauld attended the Tenant Information Service annual conference in June.

They said: “It was very well organised and had plenty of workshops on offer.

We attended the Benchmarking and Charter Reporting workshops led by Angela Currie from the Scottish Housing Best Value Network. We hope that this will help us in our role as Tenant Scrutiny Panel members. Angela is Link Housing Association’s Chair and it was great to see her at the event.

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After lunch, the Regional Networks held a workshop, led by Ann Marie Stanley of the Tenant Priorities Team within Scottish Government. The Regional Networks is the formal representation of Registered Tenants Organisations to the Scottish Government and act as a consultee in the development of national housing policy and legislation.

We also attended a workshop on the ‘Impact of Welfare Reform and Preparing for the Introduction of Universal Credit’, presented by Graeme Russell, Housing Services Director, Dunedin Canmore Housing Association. This was well attended, very lively and we thoroughly enjoyed it. We both came away with a greater understanding of people’s fears and concerns about both the new and the pending changes to the benefits system.

All in all, we left the conference much wiser people. Well done to the Tenant Information Service.”

03451 400 100 or csc@linkhaltd.co.uk

New Tenant Handbook

Tenant Scrutiny Panel The Tenant Scrutiny Panel has been working hard during the past few months to approve its terms of reference for 2014/15 which sets out its role, powers and working practices with Link.

The Panel works for tenants to independently assess the performance of Link services and make recommendations for change.

The Panel is working closely with senior staff to identify the next service area for scrutiny. They are interested in reviewing communication across Link and are working to identify areas for scrutiny later this year.

The Panel recently went on a study trip to River Clyde Homes and a tour of Link homes in Paisley and Port Glasgow. The Customer Senate at River Clyde Homes has a similar remit to the Tenant Scrutiny Panel and it was interesting for both groups to share their experience of scrutiny.

Part of scrutiny is also finding out about best practice so they are keen to develop our network with tenants of other landlords too.

We have had great feedback on our new Tenant Handbook which contains all the information you need to help manage your tenancy.

Linda Cornwall, Chair of Link’s Tenant Scrutiny Panel said: “The new handbook is a great example of tenants and staff working together to ensure that all tenants get the same information, support and advice regardless of where they live. Well done to all involved.”

Maureen Middleton, Director of Housing Services, added: “We have worked hard over the last few months to make sure we produced information that tenants want to see. I would like to thank tenants and staff involved in making the handbook accessible, engaging and relevant.”

If you would like a copy of the Tenant Handbook please get in touch. Remember to tell us your name and address.

Call us on 03451 400 100 email csc@linkhaltd.co.uk Text ‘tenant handbook’ to 07557183553.

www.linkhousing.org.uk

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“Bedroom Tax” Update You may have heard recently that the “Bedroom Tax” has been abolished in Scotland. This is not true. It is still effective and needs to be paid as your housing benefit will continue to be reduced.

What is the “bedroom tax”?

The number of bedrooms you have in your property affects the amount of Housing Benefit you are entitled to. If you are of working age and you have more bedrooms than you require for your family (i.e. your property is under-occupied) there is a restriction on the amount of Housing Benefit you will be entitled to – this is called “Bedroom Tax”. You are responsible for paying the shortfall.

What can be done?

The decision to apply the “bedroom tax” to a property is a Housing Benefit decision and

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you are told by letter if an “under -occupancy reduction” applies to your Housing Benefit. As with any Housing Benefit decision, there is a right to appeal to an independent tribunal. In some cases, it can be argued that the reduction should not be applied at all. Some cases have been successful at tribunal.

How can I appeal?

An appeal has to be in writing, and has to reach the Housing Benefit office within one month of the date on the Housing Benefit decision letter. If your appeal is received outwith this time limit then you would have to explain why your appeal was late and a decision would be made on whether to accept it. The time

limit cannot be extended to any date later than 13 months after the date of the decision.

If your “bedroom tax” decision was issued less than 13 months ago, our Advice Service staff may still be able to help you to appeal.

If you have already appealed against the “bedroom tax” Link’s Advice Service can help with the ongoing appeal process and can represent you at a tribunal if there is a reasonable case to argue.

03451 400 100 or csc@linkhaltd.co.uk

Get in touch Telephone 01324 417174 Email AdviceServiceTeam@ linkhaltd.co.uk

Discretionary Housing Payments

WAYS TO PAY YOUR RENT There are a number of ways to pay. You can choose the one that suits you best:

The Scottish Parliament voted to allocate extra money to spend on helping social housing tenants cope with paying the “bedroom tax”.

The Westminster Government gave the Scottish Government new powers to allow them to spend the money on this. However, this doesn’t mean you will get this ‘extra money’ automatically. Anyone already receiving housing benefit can apply for it.

This money is called a Discretionary Housing Payment (DHP) and is awarded by your local council to help you pay your rent.

HOW DO I APPLY? To apply for DHP you will need to complete a DHP application form. You can get these from your local council or contact Link’s Advice Services Team who can complete one on your behalf.

by Telephone ℡ Pay Call Link on 03451 400 100 or allpay on 0844 557 8321, to pay by credit or debit card. Make sure you have a note of your allpay reference number.

by Direct Debit  Pay This is similar to a standing order but you

don’t need to contact your bank every time there is a change to your rent – we do it for you. If you want to set up a Direct Debit or switch your Standing Order then call Link on 03451 400 100.

over the internet  Pay Pay over the internet using either a debit or credit card at www.allpayments.net.

Make sure you have a note of your allpay reference number.

by Cheque or Postal Order  Pay Cheques or postal orders should be made

payable to Link Housing Association Ltd. If a cheque is dishonoured, we reserve the right to make a charge against your account to cover bank charges plus handling costs.

If you already receive DHP, please check the date of the award as it is time limited. If you need to reapply for DHP please contact your local council or call Link’s Advice Services Team.

Pay using the allpay app You can download the allpay app onto your mobile phone to make payments this way.

If your application for DHP is not successful Link’s Advice Services Team can help you appeal the decision.

If you have been awarded a DHP to cover the “Bedroom Tax” – it does not mean you have won any appeal you may have made. As the DHP is awarded for a limited period (usually 6 months) you will have to reapply when it runs out. There is no guarantee that the same DHP will be awarded when you reapply. It may be worth continuing with an appeal no matter what has happened with your DHP application.

£

Pay by Cash You can pay your rent for no charge in any Post Office, shop or garage which displays the Paypoint, E-pay, Payzone or allpay logo using an allpay card. Any payments you make are applied to your rent account within 24 hours and you will be given a receipt to confirm payment.

www.linkhousing.org.uk

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Borrowing money – knowing the cost You may find that sometimes you need to borrow money to pay for a repair to your car, purchase new furniture for your house or even to pay for existing bills or day-to-day living expenses.

If you have to borrow money, for whatever reason, you need to know your options and be aware of repayment costs.

If you are on a low income, in temporary employment, self employed or on a zero hour contract you may not be able to borrow money from mainstream lenders such as banks or building societies. You are also affected if you have a bad credit history, if you can’t produce the right identification or if you don’t have a bank account.

If you find yourself in this situation please do not turn to Doorstep Lenders, Payday Loan Companies or Loan Sharks! There are many more affordable options for borrowing available such as Scotcash or local Credit Unions.

If you are tempted to take out a doorstep loan – be aware of the high cost of borrowing: l Doorstep loans come with very high interest rates. In some cases the rate can be as high as 1,500% APR – that is £1500 interest on a £100 loan. l All of the interest is charged at the start – which means even if you are able to pay the loan off early, you are likely to still pay the full amount of interest based on the original length of the loan. l Agents are commission based, meaning they are paid more for the amount of loans they sell and the amount of money they collect.

The agent will therefore want to keep you as a customer by trying to get you to take additional loans. l Agents are usually local and quickly get to know you personally. This may seem good at the beginning, however it also means they get to know your daily routines which can become a problem if you can no longer maintain your payments.

Please think carefully before borrowing from a high cost lender. Lots of impartial information and advice can be found on the UK Government’s Money Advice Service website www.moneyadviceservice.org.uk or alternatively call Link’s Tenant Transition Advice Service on 0330 303 0106 or email TTAS@linkhaltd.co.uk

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03451 400 100 or csc@linkhaltd.co.uk

Link tenant evicted for anti-social behaviour How you get on with your neighbours is one of the most important factors in determining how happy you are in your home.

Everyone should be able to live safely without being annoyed, harassed or affected by anti-social behaviour (ASB).

Despite our best efforts and offers of support, we did evict someone recently for this behaviour. An eviction is always a bitter sweet success – it is never positive for the person being evicted and can cost thousands of pounds in legal fees for Link. For the tenants who had to live near the person (who had made no attempt to change their behaviour) the eviction was a hard fought victory.

Thankfully, due to our responsive ASB process, it is very rare that we have to take extreme action such as evicting someone from their home.

The eviction would not have been possible had it not been for the neighbours keeping a record of incidents and having the courage to stand up in court to give evidence.

Ten witnesses said they would be prepared to give evidence in court. In the end they weren’t required to, but there is no doubt this had an enormous bearing on whether eviction was granted.

It was a stressful experience for the neighbours, but throughout the process they supported each other and were in turn supported by their Housing Officer, the Police and the Council. They remained calm, despite provocation, and are now enjoying a well deserved rest from their anti-social neighbour.

Help us stay healthy Link has had a No Smoking policy in our workplace for many years. Our employees are not allowed to smoke in or around any of our offices or in any of our Link vans.

It is an essential part of daily work for many Link staff and contractors to make home visits to tenants. If you, or any member of your household or visitors, are smokers, we ask that you help protect our staff, contractors and tradesmen from the effects of passive smoking. We therefore ask smokers that for one hour before and during a visit to avoid smoking and ventilate house before and during visit.

Link staff may decide not to enter your home or may cut short a visit if they are concerned at the

amount of smoke apparent at the time. If this happens we shall offer to arrange to meet in a suitable smoke free location or make a new appointment at a time when you feel it would be possible to provide less smoky surroundings at your home.

We appreciate that some people remain strongly dependent on smoking, but we ask that you recognise our legal duties to our staff and contractors to ensure they are free to decide in each individual case whether it is appropriate for them to visit houses affected by smoke.

If you would like to give up smoking and would like advice and support please visit http://www.nhs.uk/smokefree

www.linkhousing.org.uk

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Customer Feedback on complaints We welcome all customer feedback and are taking steps to improve how we handle complaints.

Complaints by category Communication

261

Contractor attitude

74

Failed action

51

Failed promise

39

The tables show how many complaints were received by each service and also what type of failures caused the complaints.

Missed appointment - contractors

30

Missed appointment - staff

22

Policy

10

Our performance on meeting deadlines was slightly disappointing – we had aimed to respond to 90% of frontline complaints within 5 working days but only managed to achieve 85%.

We also failed on Stage 2 complaints, responding to 77% within the 20 working days against our target of 95%.

Staff attitude

8

Staff error

6

We received 661 complaints (618 Stage 1 and 43 Stage 2) as well as 151 compliments during the year.

We performed much better in terms of delivering outcomes that satisfied complainants – we did this in almost 9 out of 10 cases. In addition, no complaints were referred to the Scottish Public Services Ombudsman, indicating that complainants were satisfied with Link’s final decision on the matter.

Complaints by service Reactive repairs

351

Tenancy management

74

Estate management

57

Factoring

42

Gas servicing

34

Planned maintenance

28

Development

20

Cyclical maintenance

16

Arrears

14

Lettings

10

Customer support

7

Advice services

4

House sales

2

Rents

2

Total

661

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Total

661

WHAT WE ARE DOING TO IMPROVE OUR CUSTOMER SERVICE l We have a rolling programme of training for staff which not only focuses on the procedure, but also features case studies of good and bad examples of complaints handling – so that we can repeat the former and eliminate the latter! l We provide regular coaching sessions on customer care which focus on the key skills of listening to what customers are telling us and asking the right questions to ensure we fully understand the issues. l We have made it a priority for staff to follow up on complaints which were closed on the understanding that we would carry out a follow-up action (e.g. a repair) – to make sure that we do what we said we would.

This was a significant cause of repeat complaints and we want to reduce these as much as possible. l We have also made changes to our computer system to generate more alerts when deadlines for responses are approaching – for the staff involved and their line managers.

03451 400 100 or csc@linkhaltd.co.uk

Free training and education to help protect historic sites Link, and partners in Fife, have received funding from the Inner Forth Landscape Initiative (IFLI) to run a Heritage Skills project. This will offer a range of free training and education opportunities and community events over the next three years at the Scottish Mineworkers Convalescent Trust, Blair Castle, Culross, Fife.

This is part of £2million in funding that IFLI received from the Heritage Lottery Fund to help protect historic sites, connect fragmented wildlife habitats, improve access routes, and provide learning and volunteering opportunities. There are a number of training opportunities available including: Tool refurbishment Strimmer training – Operation and maintenance Tree and plant identification Tree management and aftercare Willow weaving Tree planting Wildlife habitat development

Wednesday 10 September Thursday 18 September Thursday 18 September Thursday 19 February Thursday 19 February Dates to be confirmed Dates to be confirmed

If you are interested in taking part please contact Sheila Maxwell, Community Regeneration Officer on 01324 417161. For further information see www.innerforthlandscape.co.uk

Do you have Home Contents Insurance?

With low premiums and easy payment methods, which means you can literally pay as you go, you can have the peace of mind that your home contents will be covered against fire, theft and water damage plus much more.

Did you know that for a small additional premium you can also add different optional extras to your policy such as Personal Possessions cover? This means the items you take outside your home and carry on you everyday would be covered if they were lost, damaged or stolen – like mobile phones, watches, jewellery or laptops. Any one claim is limited to £500 per item.

Also available, for an additional premium, is extended accidental damage cover for wheelchairs, mobility scooters and hearing aids.

Premiums for standard cover start from as little as £1.33 a fortnight (for tenants aged under 55) and just £1.02 a fortnight (for tenants aged 55 and over), and just 82p a fortnight for residents of sheltered housing.

For more information or to apply for cover over the phone call Thistle Tenant Risks on lo-call no. 0845 601 7007 (it may be cheaper to call 01628 586187 from a mobile).

Email: tenantscontents@thistleinsurance.co.uk Or visit: www.thistletenants-scotland.com (here you can request a call back) Exclusions and limits apply to all forms of cover; further details are available within the free information pack. Calls may be recorded for our mutual protection, training and monitoring purposes.

www.linkhousing.org.uk

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Bringing Digital Services To You Link held its first ever Digital Road Show at our office in Clydebank on Tuesday 8 July.

The day was a great success with tenants indicating via a ‘digital wall’ what training topics would be of benefit to them in the future.

Thanks to REUSEMYPC and Thistle Tenant Risks who donated a laptop and vouchers respectively for the raffle on the day. Congratulations to Link tenant Jean McCabe from Bishopbriggs who won the laptop and Horizon tenant Agnes ‘Nan’ Faulkner from Blantyre who won the vouchers.

It was organised by our Tenant Transition Advice Service (TTAS), which is funded by the Big Lottery Scotland, to let Link and Horizon tenants know what digital services are available to them.

Tenants had the opportunity to meet people from local organisations such as West Dunbartonshire Council’s ‘Quest’ computer learning programme, West of Scotland College, Dalmuir and Glasgow Credit Unions, Citrus Energy, Asda and REUSEMYPC. Some tenants brought their own smart phone or tablet device to get advice. Tenants were shown how to set up and use Skype (a video conference facility that is free to use through the internet) – a very well received demonstration as a number had never used it before.

Tenant James Brown from Kirkintilloch said: “Link organised transport for myself, and my neighbour Charlie, from Kirkintilloch to Dalmuir including the return journey. Thank goodness they did, otherwise we would still be on the long walk back! Now, that would have put a whole new meaning on the term ‘ROAD show’!

The variety of information available was superb, although I was more focused on gathering more information and advice on computer internet access and costs. The advice that I received proved most helpful, and I came away more knowledgeable than I could ever have hoped.

A special word too for all the other Link staff in attendance, who were extremely courteous and helpful.

Overall, a fantastic effort by all concerned and a big thank you from the two auld geezers ‘fae Kirky’!”

Would you like to save money on your home energy bills?

Link in partnership with Citrus Energy Ltd, a social enterprise subsidiary of Cunninghame Housing Association, can help you reduce your fuel bills.

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Citrus Energy Ltd provides an independent and impartial, hassle free, energy switching service. The Citrus Team will find YOU the best energy deals.

CALL NOW ON 0800 221 8089 (free from a landline) (Please note that if you call from a mobile you will be charged at your Network Provider’s rate)

03451 400 100 or csc@linkhaltd.co.uk

Reasons to go online 1. Save money by using price comparison websites.

WELCOME TO NEW STAFF HELPING YOU GET ONLINE AND INTO WORK Craig Stephenson is our new Digital Inclusion Officer and will be working along with Kerry McCall and the Advice Team staff to help you get online.

Craig and the team will be doing everything they can to help those who may not have access to a computer or may not have ever used one before.

2. Watch television – all major television channels have a way of watching programmes which you may have missed online.

3. Shop online – do your supermarket shopping on the internet and have your messages delivered to your door.

4. Keep in contact with friends and family – by email or Skype.

5. Keep up with the news – Most newspapers and TV news channels have websites where you can read and watch what is happening in the news.

6. Apply for your benefits – You may have heard of Universal Credit – the government’s plan to change the way benefits are paid.

One of the things that will change is the way in which you apply for benefits. In the near future the Government will only communicate with you if you have an email address and you have access to the internet.

7. Apply for jobs – many jobs are now advertised on the internet and many expect job seekers to be able to communicate by email, even if that is not part of the job advertised.

Grant Alexander, Link’s new Employability Officer is working closely with colleagues across the organisation to increase the support available to Link tenants by helping to increase the number of jobs, training and work experience opportunities we offer.

As an employer and community champion, Link aims to increase the “employability” of its tenants and local communities by becoming involved in a range of work-related activities. Employability encompasses all the things that help people to increase their chances of getting a job, staying in a job and progressing further in work.

Do you have a smartphone?

If so, you can access our mobile app which makes contacting us, finding a service, and paying your rent easy and direct from your phone!

Open up the internet on your phone and type in www.linkhousing.org.uk – you will be asked if you would like to use our mobile web app. Just click ok!

www.linkhousing.org.uk

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REGIONAL ROUND-UP Central Dryburgh Way, Grangemouth Staff and tenants held a successful Community Gardening day to transform the area at the front of the block of flats. The area had been blighted by flytipping and was uncared for. Tenants suggested installing a roof on the bin store to stop passers-by throwing rubbish into the bin stores. Link and Falkirk Council’s Litter Strategy Team provided advice, plants and materials to help build raised beds.

Kinnaird Tenants Association hosted a study visit to Larbert with residents from Clune Park Tenants and Residents Association in Port Glasgow to talk about the development and experience with Link. Feedback from the group was very positive about the development, and they submitted thanks to Link staff and tenants for meeting with them.

West Oatlands tenants took part in some Commonwealth Games fun at the Gorbals Fun Day.

Tryst Community Sports, Larbert – Free Sports Camp from 13 – 17 October 2014 for young people aged 7 to 14 years old. Tryst Community Sports is a multi-sport camp with kids having the opportunity to participate in 5 sports per day, including basketball, football, waterpolo, dodgeball, dance and gymnastics.

East Kilbride tenants and staff carried out a survey to look at options for bringing the old play park area back into life as a community garden.

Clydebank Seniors Forum recently used Link’s IT training suite at The Bruach, Clydebank.

Clydebank Seniors Forum worked in partnership with West Dunbartonshire Council’s Community Learning and Development section to create a six-week computer skills course for 20 Forum members.

McConnell Building, Hope St, Glasgow – A new tenants group meeting has been organised.

Carrickstone Tenants Association has organised a tenant consultation on open space and youth activities.

Link set up a ‘pop-up’ shop in East Kilbride to encourage tenants to get involved and give their views about their local area.

Staff and tenants carried out an Estate Walkabout and a consultation on the open spaces in the area.

Contact Leah Webb, Tenant Liaison Officer on 03451 400 100 or email getinvolved@linkhaltd.co.uk if you would like a place.

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03451 400 100 or csc@linkhaltd.co.uk

Tenant stories – Helping Hollie Link tenant Amy Martin from Falkirk has been overwhelmed by the support of friends and family fundraising for specialist medical equipment for her daughter Hollie.

Hollie suffers from a rare health condition that means her digestive system doesn’t work properly and she needs 14 hours of treatment every day. When Hollie was born she was in Yorkhill Hospital for the first 10 months of her life and with Link’s help Amy was able to bring her home to a house that was safe for her to live in.

ePanel news Thank you to Panel members who recently completed the survey on Link’s Performance report. Panel members take part in online surveys, which are received no more than once a month, with everyone who completes a survey being entered into a raffle to win vouchers.

If you would like to join the panel, please email getinvolved@linkhaltd.co.uk.

Link was able to find Amy and Hollie a home that had enough storage space for all her supplies. Link carried out alterations to the house, such as changing door handles to a D shape to prevent any injuries to Hollie.

Amy has organised lots of fundraising activities such as Zumba events, bungee jumps and a special Hollie Ball to help buy specialist equipment, including a medical bed and specialist pumps.

Amy says ‘she’s my wee diamond, she’s had so many operations I have lost count’. Hollie is going to school this year and the plans for fundraising keep going strong. For more details on the fundraising campaign see HelpingHollie Facebook page.

REMEMBER TO VOTE On Thursday 18 September 2014, a referendum will take place to decide the future of Scotland.

The question being asked is ‘Should Scotland be an independent country?

Anyone over the age of 16, and who is registered to vote, will be able to have a say in the referendum. It is important that no matter what your views are on independence, if you want them to be heard, make sure you vote.

Please remember if you have moved house you will need to register to vote at your new address.

www.linkhousing.org.uk

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Sheltered Housing news Sheltered Housing Forum

Alarm systems

Our tenants’ forum is proving a great place for lively debate and discussion. The most recent one focused on three main topics and valuable feedback is given to each of the individual monthly sheltered housing meetings. We clarified our reasons for asking for particular information from applicants to make sure care and support needs are met.

Over the last two years, we have upgraded the alarm systems in all of our complexes providing everyone who lives there with a pendant which alerts help when activated.

The forum considered a case study where a tenant refused to go into hospital and the sheltered housing officer (SHO)was criticised by the family for the actions taken. The strong feeling was that the views and wishes of the tenant were more important than that of the family and the SHO had done the right thing.

Motorised scooters are becoming a big issue because of problems with storage and charging.

The forum reviewed several other landlords’ policies, gave their views and asked that this be discussed more widely during August. This will result in a Link policy going to the Board.

A big thank you to the forum for helping shape the services Link provides. If you want to be part of this dynamic group get in touch.

Fire exits This is a reminder that fire exits should only be used in emergencies. They should not be used as a short cut to enter or exit a building.

It is very important that everyone wears their pendant. Over the past few months there have been incidents where people have been found on the floor by their Sheltered Housing Officer having fallen during the night and not been able to get back up. If these residents had their pendants on they would have been able to activate them and get help straight away.

Don’t worry if you are wearing your pendant and it is activated by mistake. We look on that as a test to make sure that it is working properly.

Your views count Since 2012, we have been asking for your views on the service that is provided by the relief Sheltered Housing Officers. At present, we are asking for your views on the service you receive if you have pulled the alarm when the Sheltered Housing Officer is off duty.

Over the coming months, we will be asking for views on the quality of the guest bedrooms and the views of visitors and guests who attend events organised by the SHOs and tenants committee.

Older People’s day – cheers Link will be celebrating Older People’s day on Tuesday 30 September 2014. Planning for the event is under way with more information to be provided during the coming weeks. Don’t miss Kirk James and the Kay Family, entertainment guaranteed.

If fire exits are left open or unlocked there is the risk that other residents may leave the building and get lost. There is also the risk that unwelcome visitors may enter the building and harass or bully tenants.

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03451 400 100 or csc@linkhaltd.co.uk

Around the complexes ALBANY COURT was successful in obtaining £3,400 from the Big Lottery for craft classes, trips and entertainment for residents.

CASTINGS HOUSE is continuing with the conversion of their IT suite, and some residents are working with volunteers from SmartLiving to improve their IT skills.

PEEL COURT Tenants’ Association is £850 better off following the award of a community grant from South Lanarkshire Council. The money is being used to boost social activity at the complex, helping residents to get together and reduce isolation. This will include a summer day trip as well as garden furniture, carpet bowls and boards games to be used by all residents at the complex.

KENMUIR COURT AND BEN LUI both held fetes in July to help raise money for outings and activities. The fetes are always well supported by the local community, who get involved and donate many items to the sale. The fetes include a range of stalls, tombola, bric-a-brac, books, DVDs, CDs, crafts, face painting, handbags and jewellery for sale. Kenmuir Court raised £1078 and Ben Lui raised £1274 in July.

www.linkhousing.org.uk

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Scott Wardlaw

Declan McGuinness

WELL DONE TO EASTER COMPETITION WINNERS Declan McGuinness, Scott Wardlaw and Carly Darroch who win £25 WH Smith vouchers. Runners up Charlie Aitchison, Mhari Alexander, Elysse Main, Charlie Kelly, Alexandria Chimel and Amelia Young who win £10 WH Smith vouchers.

Carly Darroch

Emergency contact numbers for when the offices are closed Gas Boiler and Heating Repairs • Less than 12 months old call Devine Energy on 0131 660 22 99 • Over 12 months old call Saltire on 01698 743641 Other emergency repairs • Call Link Property on 0800 783 7937 if you live in West or Central Scotland • Call R3 on 03000 999247 if you live in the East Region

08451 559 559

08451 559 559

08451 559 559

08451 559 559

08451 559 559

W przypadku, ze tutejsza informacja bedzie potrzeba w innej wersji n.p. duzy druk, kaseta audio, lub w innym jezyku, prosze sie sontaktowac z nami pod numerem 08451 559 559.

Link will produce this information on request in Braille, Audio Tape, Large Print and Community Languages. To find out more, please telephone the Customer Service Centre on 03451 400 100. Link Housing Association Limited is a company registered in Scotland. Company registration number SC216300.

Authorised and regulated by the Financial Conduct Authority.

Registered Office: Link House, 2C New Mart Road, Edinburgh EH14 1RL. Part of the Link group. © LinkGroup Ltd 2014.

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03451 400 100 or csc@linkhaltd.co.uk