Tenants newsletter autumn 2013

SUMMER/AUTUMN

2013

housing news The newsletter for Link tenants

Inside: • Link Property new service launched • Free tenant event • Summer family outing – what a scorcher • Link is great at involving tenants

www.linkhousing.org.uk

Hello from the editor Welcome to the Summer/ Autumn edition of Housing News – once again we have included a copy of ‘Quids In’ which contains lots of money saving hints and tips.

It has been a busy few months: ● Our annual family trip was a great success ● Our new in-house repairs service, Link Property, launched ● Our advice team has been working hard to provide information and support on the changes caused by the Welfare Reform REMEMBER, this is your newsletter, and feedback on what information you want us to feature is really important, so if you have any ideas please contact me on 08451 400 100 or email getinvolved@ linkhaltd.co.uk Leah Webb Tenant Liaison Officer

We are great at involving tenants Link has successfully renewed its Tenant Participation Advisory Service (TPAS) accreditation.

This demonstrates our commitment to involving tenants.

We received the award in recognition of the strong emphasis we place on tenant participation and how we work to deliver services in partnership with tenants. This award is a renewal of the recognition we received in 2010 when we were only the second Registered Social Landlord in Scotland to receive formal accreditation from TPAS. To achieve the accreditation Link staff and tenants (individually and in groups) took part in various questionnaires, interviews and focus groups about how we consult with tenants. We were also evaluated against 11 good practice standards which included having an active tenant participation strategy in place, involving tenants in decision-making and

Link is proud to have been named ‘Housing Association of the Year’ at the 2013 Scottish Home Awards which recognises excellence in the Scottish housebuilding industry.

ensuring staff have a good awareness of tenant participation. Following the review, TPAS carried out a verification process which involved an assessment of our performance by an independent TPAS Board Member.

Lesley Baird, TPAS Chief Executive added: “TPAS accreditation is not an easy process, we expect organisations to achieve and maintain high levels of involvement. Link has achieved very high standards and has been awarded our accreditation for a second time. Tenants are at the heart of the organisation and Link has demonstrated it involves tenants in improving performance and services through tenant-led inspections, focus groups and consultations.

Link uses a good mix of involvement in a meaningful way. Congratulations!”

Craig Sanderson, Chief Executive of Link Group said: “We are extremely pleased to have received this recognition, particularly in view of the high calibre of the other finalists – Glasgow Housing Association and the Hillcrest Group.”

Don’t forget you can follow us on Twitter @Link_Group_Ltd or like us on Facebook at www.facebook.com/LinkGroupLtd for up to date information on homes, news, jobs and events

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08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

ASBESTOS CHECKS Link Property goes live with 100% tenant satisfaction Link’s new in-house repairs and maintenance service, Link Property, went live in the west of Scotland on Monday 1 July.

Due to a change in circumstances we had to bring forward our plans to ensure a repairs service was provided to tenants in North and South Lanarkshire, Glasgow, East and West Renfrewshire and Ayrshire.

Link Property is headed up by Trade Operations Manager Rab Stevenson who oversees a dedicated team of call handlers, supervisors and operatives. This means that tenants in the west area now have their repairs undertaken by joiners, plumbers, electricians and labourers who are employed directly by Link.

The performance of the team has been very encouraging in the first four weeks with: ● 510 Jobs completed and 508 (99%) jobs completed on time ● 211 tenants surveyed, 100% were happy with the service ● 40 void properties complete and keys returned within agreed timescales Link Property operatives will be clearly identified by their branded workwear and vans. Tenants are reminded always to ask for identification prior to allowing anyone to enter their home.

The service will be rolled out in the central area in October 2013.

REPORT A REPAIR All Link tenants should continue to report a repair in the same way: ● Online at www.linkhousing.org.uk/report-a-repair/ ● By calling 08451 400 100 or 0330 303 0013 (from a mobile) and choosing the relevant option.

www.linkhousing.org.uk

We carry out regular checks to our properties to make sure we know where asbestoscontaining materials may be present.

To make sure we keep our tenants properly informed, we will soon be writing to those whose homes have been identified as containing asbestos and advising where it has been located.

We want to reassure you that if you receive a letter to say that asbestoscontaining materials have been found in your home, we will manage and monitor these materials on your behalf.

Materials containing asbestos are perfectly safe as long as they are not disturbed by drilling, cutting or rubbing where dust has been created. We ask that if you plan to carry out any DIY in your home, you contact us for advice in the first instance.

If you are due to have any work carried out in your home by Link contractors don’t worry as they are automatically advised of the existence of asbestos. They will ensure additional protection and preparation before work commences.

They will also advise if this extra work will affect you.

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Family trip to Strathclyde Park – what a scorcher!

On 26 July, 120 Link tenants and their families attended this year’s family trip to M&Ds theme park, Strathclyde.

Throughout the day everyone had the chance to go on the rides, enjoy the high diving pirates show and a BBQ lunch. It was sunscreen and water all around on one of the hottest days of the year!

Staff took the opportunity to get feedback on what other activities we should organise as well as views on the review of the tenant participation strategy.

We had a massive response from tenants who wanted to come along and are sorry we couldn’t take everyone. Tenants who attend the conference in October will have priority for tickets for next year’s trip.

Helen Riddell who attended said:

“I would like to say a big thank you to Link Housing for a fantastic day at M&Ds. Special thanks to Leah Webb for organising it!”

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08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

Free tenant event The Lighthouse, Mitchell Lane (just off Buchanan Street), Glasgow Saturday 12 October from 11am – 3pm We are delighted to invite you to this year’s free tenant conference. The day will be a mix of fun and topical issues in a great venue: ● Home decorating classes and win a home mini makeover from Bells ● Raffle prizes, £50 shopping vouchers, tickets for family day out, and much more ● Kids crèche and activities for older kids – craft, computer games ● Help with money advice and benefits, and getting online ● Find out about Link job opportunities for tenants and their families ● The play ‘The Cost’ by Naomi Breeze Productions ● Meet members of the Board and Tenant Scrutiny panel ● Meet Link Property staff If you would like to attend this FREE event, with travel expenses and lunch included, then please complete the cut-out slip and return it to: Eleanor Henderson, Freepost RRBB-XKJBEHRZ, Link Housing Association Ltd, Watling House, Callendar Business Park, Falkirk, FK1 1XR. Alternatively, email getinvolved@linkhaltd.co.uk or call Eleanor Henderson on 08451 400 100.

Be quick as places are limited for this very popular event!

Name..............................................................................................

Address.......................................................................................... ...................................................................................................... ......................................................................................................

Telephone ......................................................................................

TPAS ANNUAL CONFERENCE 15 - 17 November 2013, Fairmont Hotel, St Andrews You are also invited to attend the TPAS Scotland Annual Conference & AGM. This is the largest event of the year for tenants, residents, officers and colleagues to get together to hear the latest developments in law, new initiatives and good practice on a range of housing issues.

Session Topics this year will include: ● ● ● ●

Assessing your estate Scrutiny Panels Welfare Reform Working with young people, the elderly and disabled ● Cultural Awareness ● Working with allotments

Number of child tickets requested ................................................

If you are interested in attending contact Leah Webb on 08451 400 100 or email getinvolved@ linkhaltd.co.uk

www.linkhousing.org.uk

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Number of adult tickets requested ................................................

CUSTOMER SATISFACTION SURVEY 2013 In October and November we will be carrying out a large scale survey to find out the views of our tenants, owners, sharing owners and other customers about the range of services we provide.

The surveys will ask a wide range of questions and your answers will help us prioritise the services most important to you, and which you think need to be improved. Some of this information will be passed onto the Scottish Housing Regulator next year as part of our report on the Scottish Social Housing Charter.

We will be working with a consultancy to help carry out these surveys and they will be arranging to visit some tenants’ homes to carry out a 20 – 30 minute interview. We aim to visit all the areas in which we have homes and hope to interview at least one fifth of our tenants. If you are asked to take part – although you don’t have to – your responses will help us build a better picture of how well we deliver our services and where we need to make changes.

In addition to the main survey, we also plan to carry out a separate postal survey of people on our housing lists to help us find out what type of housing is most needed and where.

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Get involved in the Board Being a tenant Board member is about ensuring the views of Link tenants are heard.

Tenant involvement is essential as only tenants can report in practical terms what it is like living in their community and how well (or otherwise) the services required to maintain and improve homes are being provided.

When I considered joining the Board I thought it was going to be very formal. But in fact the meetings are relaxed

and informal but at the same time organised and the business always gets done. I had the opportunity to observe at a few meetings before I joined the Board.

I have been a tenant Board member for two years now.

One of the things I find most interesting is learning about the knowledge and experience of other tenant Board members.

I have also gained an insight into the challenges Link staff face and how by working together they can be overcome.

Gerard McCreath, Link Housing Association tenant Board member.

TENANT SCRUTINY PANEL The new Tenant Scrutiny Panel is now up and running and is reviewing its first topics. These are voids (empty properties) and the new re-let standard – the process we follow from a tenant moving out to a new tenant moving in.

There are 12 panel members who will talk to tenants and staff and will review information, such as the tenant satisfaction survey, to evaluate Link’s performance on the above topics. The members will also gather their own information and produce a report for the Link Housing Board which will detail their assessment.

The panel is also involved in ensuring the information we provide in the annual report card on our performance is relevant and contains information tenants want to know.

If you would like to contact the Panel please email getinvolved@linkhaltd.co.uk

08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

REGIONAL ROUND-UP WEST The annual Tenant Information Service conference took place at the Crown Plaza hotel, Glasgow in June.

Petersburn Development Trust is looking to develop an allotment site in the park. If you live in the area and would be interested in having an allotment to grow your own fruit and vegetables, please contact Anne Breton on 08451 400 100.

opportunity to experience handling and maintaining a narrowboat and to learn a range of related skills (including working towards Royal Yachting Association certification) in Falkirk and Wester Hailes (Edinburgh). For more information call 07790 885969 (Falkirk) or 0131 261 8529 (Edinburgh) or email anna@ re-union.org.uk (Falkirk) or miranda@re-union.org.uk (Edinburgh)

Staff in the Forth Valley area are working with Zero Waste Scotland to encourage residents to recycle.

Helix Park open day will be held on 14 September from 1-6pm.

EAST

Oatlands Development Trust (ODT) held its AGM in May. It also has Board meetings in February, May, August and November and these are open to the public. ODT is always looking for new members so if you would like to help out with its many projects or join (for free) please email OatlandsDT@gmail.com

The annual celebration of Forth Valley’s orchards and fruit trees, ‘Go Fruit & Nuts’, is being held from Monday 16 to Sunday 22 September. A series of fun-filled and educational activities for the family is being held at Callendar House in Falkirk. For more information call 01786 449215 or email info@ forthenvironmentlink.org

This year’s Craigmillar/ Portobello Summer Bash took place in August in the Jack Kane Community Centre – it was a great day for those who attended.

Edinburgh Tenants Federation hold its AGM in September. If you want to get involved contact ETF on 0131 475 2509 or info@ edinburghtenants.org.uk

North Lanarkshire Federation Tenants and Residents conference took place in June.

CENTRAL Re-Union is looking for people to take part in its new project “Canal Community Connections” which offers participants the

www.linkhousing.org.uk

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Welfare Reform update Personal Independence Payment

If you want to make a new claim call the Department for Work and Pensions (DWP) on 0800 917 2222 or Textphone 0800 917 7777 Monday to Friday between 8am and 6pm.

Personal Independence Payment (PIP) is replacing Disability Living Allowance (DLA) and will be phased in over the next four years. From June 2013, new claims for DLA were stopped so claimants must apply for PIP instead.

Make sure you have the following information ready, when you call to make a claim:

PIP helps towards some of the extra costs arising from ill-health or disability such as helping with washing, dressing, preparing and taking food, taking medication, mobility and communicating with others. If you have had your condition for at least three months, and expect to have it for another nine months, you can claim for PIP.

If you have already claimed PIP you should call 0845 850 3322.

● Your full name, address, daytime telephone number and date of birth ● National Insurance Number ● Bank or building society account details ● GP/ Health professional’s details ● Nationality or immigration status ● Details of any recent stays in hospital ● Details of any time spent abroad in the last three years

PIP: The next steps Once you have made a claim you will be sent a ‘How your disability affects you’ form and a ‘PIP information booklet’ by the DWP. You should complete the form with as much information as possible about your illness or disability and how it affects you (you should include any supporting evidence from your GP or health professional) and return it in the envelope provided before the date noted on the form.

Once you have had a face-to-face assessment you will be notified in writing with the outcome of your claim. If you are not happy with the outcome you have the right to appeal the decision.

If you need help to make a claim or want independent advice you can contact Link’s Advice Service on 01324 417174.

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08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

Under-occupancy All working age tenants who rent a property from Link now receive Housing Benefit based on the number of bedrooms in their home.

Over 300 Link tenants have been affected by the ‘Bedroom Tax’ and have been contacted by their Housing Officer or an Advice Service Officer to discuss the options available to help pay their rent which include help with moving into a smaller property.

Since this was introduced we have helped 21 tenants to move and downsize meaning they will avoid the under-occupancy charge. If you have been affected and want to move, we can provide you with £300 towards moving costs. Please call 08451 400 100 for more information.

Benefit Cap The Benefit Cap has now been introduced across Scotland and this limits the total amount of benefit that can be claimed each week – £500 for families and £350 for single claimants. If you have been affected you will receive a letter from the DWP detailing the changes.

Pay your rent on your mobile There are lots of ways for you to pay your rent and now it has become even easier!

If you have a smartphone you can download the FREE allpay mobile app, from the Apple App store or Google Play, which allows you to pay your rent at the touch of a button.

All you need to do is log your details with allpay, create a four digit pin number and then you can access your secure account.

You can make payments quickly and safely wherever you are – providing you have a mobile signal.

If you don’t have a smartphone remember you can still pay your rent using an allpay card either: ● Online at the allpay website www.allpay.net ● Over the phone on 08445 578 321 ● Over the counter at any Post Office, Paypoint terminal or in any Link office

www.linkhousing.org.uk

LINK’S TENANT ADVICE SERVICE RECEIVES FUNDING BOOST Link has been awarded £293,000 as part of the latest Support and Connect funding package from the Big Lottery.

The funding will allow Link to establish a new Tenant Transition Advice Service, which goes live in August 2013, to help support more of our tenants affected by welfare reform.

The service will provide money advice; help with debt management and access to internet services and financial products such as loan options, home contents insurance and bank and credit union accounts.

After receiving support from the service, which builds on previous funding from the Scottish Government, tenants will be able to manage their debts effectively, will have the confidence to take up appropriate financial products and services and will have the ability to manage these online.

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CUSTOMER COMPLAINTS In the last issue of Housing News we explained that we now follow the Model Complaints Handling Procedure, which has been set by the Scottish Public Sector Ombudsman.

As part of our Annual Return on the Scottish Social Housing Charter we must tell you how many complaints we receive. From April to June 2013, we received 128 complaints, categorised in the graphs below.

Of the 121 1st stage complaints we received, 100% were responded to in full with 93% (112) of

these being responded to in the required timescale (5 days). 65% (84) of these complaints were deemed to be justified.

We are pleased that we are meeting our target of 90% when responding to 1st stage complaints within the 5 day timescale.

Of the seven 2nd stage complaints we received, 100% were responded to in full with 86% (5) of these being responded to in the required timescale (20 days). 43% (3) of these complaints were assessed as justified.

We are therefore missing our target of 90% when responding to 2nd stage complaints within the 20 day timescale.

Analysis by complaint category

Analysis by service

Communications 12

Advice Service 1

Contractor attitude 10

Arrears 1

Failed Action 43

Cyclical Maintenance 5

Failed Promise 2

Development 3

Contractor missed appointment 1

Estate Management 13

Link staff missed appointment 1

Factoring 13

Policy 11

Gas Servicing 5

Link staff attitude 4

House Sales 1

Link staff error 7

Planned Maintenance 6

Standards 37

Repairs 69 Tenancy Management 11

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08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

Satisfaction

What we are doing now

We are pleased that the majority of people are satisfied with the outcomes of their complaints.

Of the 121 customers who submitted 1st stage complaints, 110 (91%) were satisfied with the outcome whether or not the complaint was upheld or not. Of those that were dissatisfied, over half (55%) had been advised that their complaint had not been upheld. Two of the five dissatisfied customers whose complaints were upheld were unhappy that their issues were not dealt with in the agreed timescale.

Outcome Satisfied – complaint upheld

79

Satisfied – complaint not upheld

31

Unsatisfied – complaint upheld

5

Unsatisfied – complaint not upheld

6

Total

We are continuing to work hard to: ● Emphasise the positive aspects of complaints as a vital source of information on the effectiveness of our services. ● Get feedback from customers when their complaint has been closed. Our aim is to ensure that we always do what we said we would.

We have an internal action plan in place which includes: ● Regular “lessons learned” briefings for discussion and action at team meetings.

These will include the use of case studies to aid learning across the organisation. ● Further training sessions, with the focus on the importance of feedback received from the complaints process and how Link will use it to change and improve our services. ● Customer service skills sessions to be delivered – effective apologies, effective listening, difficult conversations etc.

121

Complaints and significant performance failures – what’s the difference?

If we provided poor service, delivered it badly or failed to deliver it at all you have the right to complain.

If you want to complain about a service you must follow our complaints procedure. If you are unhappy after you have followed the complaints procedure you may be able to have your complaint reviewed by the Scottish Public Sector Ombudsman. They can be contacted on 0800 3777330 or ask@spso.org.uk If you have concerns about the way Link is operating you can report this as a significant performance failure. For example if we fail to do something or take action that puts many or all tenants’ interests at risk, such as failing to meet a legal requirement, failing to carry out annual gas safety checks or failing to allow tenants to participate in decision making.

If you want to report a ‘significant performance failure’ you may contact the Scottish Housing Regulator. Please contact Carolyn Anderson on 0141 305 4199 or email spf@scottishhousingregulator.gsi.gov.uk

www.linkhousing.org.uk

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New Link Developments Over the past few months we have completed a number of new developments and the feedback from tenants has been great!

LANARK ROAD WEST, EDINBURGH 32 one and two bedroom flats (including four for wheelchair users) for social rent.

This development benefits from a highly efficient gas central heating and hot water system that also generates low cost, low carbon electricity. The flats all have smart heat meters that allow tenants to see what the cost of their energy consumption is on a continuing basis.

AUCHINAIRN GATE, BISHOPBRIGGS 46 properties, including eight for East Dunbartonshire Council, consist of three bedroom flats, four and five bedroom houses and one three bedroom house for a wheelchair user.

The properties meet Link’s high design standards for affordable housing. Each home has gas central heating and hot water systems, high thermal insulation and double glazing to create warm, comfortable and energyefficient homes that will be economical to run.

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08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

TANNAHILL CRESCENT, PAISLEY 33 two, three and four bedroom homes and one three bedroom bungalow for a wheelchair user all for social rent.

These family houses, which achieve a ‘Silver’ sustainability rating, have been designed with exceptionally high insulation standards and fuelefficient heating systems to retain and reuse heat using less energy – keeping fuel bills and carbon footprint as small as possible.

ST MUNGO’S GATE, CUMBERNAULD 14 two bedroom flats, for social and intermediate rent.

This was the first development in North Lanarkshire that Link has completed where some of the properties are for intermediate rent. These properties are aimed at working individuals and households who would value a tenancy with a leading housing provider at a less than normal market rent.

Inverclyde Common Housing Register Link has joined Inverclyde’s Common Housing Register (ICHR) and will advertise its available properties in Port Glasgow on the ICHR website www.inverclydechr.org.uk, in the property section of the Greenock Telegraph and in all of ICHR’s partner offices.

Just like Homehunt, you need only to complete a registration form to join the common housing list before you can bid for properties by phone, text, via the ICHR website, email or in person. Link’s properties are then allocated by Larkfield Housing Association, another subsidiary in Link group, using the ICHR’s common housing allocation policy and choice based lettings principles.

For more information please call 01475 630930 or email info@larkfieldha.org.uk

www.linkhousing.org.uk

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Getting Ready for the Scottish Social Housing Charter As part of our work towards the Scottish Social Housing Charter we are currently consulting with tenants on how we define and report instances of anti-social behaviour.

The Charter is very specific about what outcomes we need to measure to evidence that we are doing what we say we are going to do. We have to report on the following: I. Number of cases of antisocial behaviour reported in the last year II. Number of cases resolved in the last year III. Number of cases resolved within locally agreed targets in the last year IV. Percentage of anti-social behaviour cases reported in the last year which were resolved within locally agreed targets

The purpose of the consultation is to ask your views on what timescale target we should set ourselves to resolve a case because timescales could vary depending on the severity of the anti-social behaviour.

Our policy sets out that we will respond promptly and appropriately to neighbour complaints and incidents of antisocial behaviour. We shall take a preventive approach, with legal action as a last resort. We recognise that anti-social behaviour is not just a housing management issue and will work with other agencies where this helps to resolve problems. We shall take firm action against any tenant who persistently commits a serious breach of tenancy conditions.

If you want to get involved in the consultation contact Leah Webb, Tenant Liaison Officer, 08451 400 100.

Community Jobs Fund vacancies Link has been successful in securing a number of new Trainee positions across the organisation. This adds to the 19 trainees already working in Link Housing and Link Group. We want to encourage Link tenants or young people to apply for future positions so please look out for these on our website. This is a great opportunity to take up paid work experience and get an introduction to a career in housing, care and support sector.

Interested candidates should contact their local Jobcentre about the positions and ask to speak with a Jobcentre Plus Advisor or Skills Development Scotland Advisor about their eligibility to apply. They must do this before contacting Link.

The vacancies are only open to 16 – 19 year olds and any future opportunities will be advertised online at the careers section of our website at www.linkhousing.org.uk

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LINK TENANTS ON WORK PLACEMENTS AT BELLS Two Link tenants secured a 13 week paid placement with Bells to work on current Link contracts in Airdrie and Coatbridge. The placements will give them a taster of what working with a large painterwork company is like.

At the end of the placement both participants will have had an introduction to painting skills, received a certificate on completion of the programme and will be able to include this work on their CVs. We will be working with Bells next year to advertise apprenticeships and work placements for Summer 2014. Bells is also interested in working with tenants and community groups in the future on any community projects.

Great news, one of tenants Paul Doland has secured an apprenticeship with Bells.

08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

LinkLiving Counselling Service LinkLiving operates a counselling service across Edinburgh, Falkirk and Fife.

Our counsellors can help if you are experiencing stress and anxiety, depression, bereavement, relationship issues, problems with self esteem or issues with work, drugs or alcohol. ● You don’t have to be in crisis to come to counselling. ● You may feel that you are not where you want to be in life, have a sense that something is wrong or react to certain situations in ways that you don’t want to.

We can help you: ● ● ● ● ●

explore a problem understand and manage difficult feelings and thoughts look at relationships and difficulties with others come to a decision about important issues or changes in your life increase self-understanding and self development.

Link Counselling has fully qualified and experienced therapists working in a variety of different approaches. They offer a professional and confidential service at £30 per hour in locations in Edinburgh, Falkirk, and Fife with daytime and evening appointments to suit your needs.

If you would like to know more about the service, then please call 0845 002 0819 or 0330 303 0302 (from your mobile) or email enquiries@linkliving.org.uk

www.linkhousing.org.uk

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Looking for an easy way to insure the contents of your home?

As a Link tenant, you have access to a payas-you-go home contents insurance scheme – provided by THiSTLE Tenant Risks – which has been designed specifically to help you protect your contents and personal possessions against a whole range of risks.

Remember it is your responsibility to do this, not Link’s.

No excess is payable in the event of a claim. There is no requirement for a bank account (Cash Swipe Card Payments can be made fortnightly or monthly) and low sums insured and optional extras available mean that a policy can be tailored to meet your lifestyle.

You can insure your contents from as little as £1.33 a fortnight (under 60s) and £1.02 a fortnight

(over 60s) and 82p a fortnight if you are a sheltered housing resident. These premiums are amongst some of the most affordable in Scotland.

Since the scheme went live eight months ago, there has been a substantial increase in new policies taken out by tenants each month and the feedback so far has been very positive.

Call 0845 601 7007 or 01628 586187 (from a mobile) for an application form.

A Link tenant from Cumbernauld said:

“I switched to THiSTLE and it has saved me a lot of money every month.

I recommended it to my neighbours and encourage more tenants to get a quote!”

New landscape contractors We have appointed new contractors to provide our landscape maintenance service.

Link’s Tenant-Led Inspection Group worked with staff over the last year to help improve this service. As a result, we have made a number of changes to the contract which we hope will provide a high standard of service from the contractors whilst still providing value for money for our customers.

JMK Groundcare Ltd will provide the service in Ayrshire, Dunbartonshire, Glasgow, the Highlands, Inverclyde, Lanarkshire and Renfrewshire, and Land Engineering Ltd will provide the service in Clackmannanshire, the Borders, Edinburgh, Falkirk, Fife, Perth, West Lothian, Midlothian and Stirling.

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08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

New IT training suite in Dalmuir Link has established an IT Training Suite at its new office The Bruach, 81 Beardmore Way, Dalmuir, Clydebank, G81 4HT If you are receiving advice or support from a member of Link staff you can make an appointment to use the suite to help you become more comfortable accessing your benefits online, communicating with Link and other services online or carrying out job searches and preparing CVs/job applications.

It has internet-enabled PCs and laptops (complete with Microsoft Office Pro software) a central training screen and multi-function printer/scanner. The suite has the capacity for six learners plus a trainer.

The hire also includes use of a small breakout room (Clachan Suite) and access to tea/coffee making facilities.

The Suite was supported by the Scottish Government’s People and Communities Fund to: ● Increase the digital and employability and educational skills of Link tenants, the local community and staff and trainees of social enterprises based in The Bruach or the surrounding area ● Help tenants and the local community to manage their benefits online ● Increase partnership working amongst local social enterprises and provide shared facilities and reduce costs of training provision Local community groups, businesses and public sector partners also have the opportunity to hire out the IT training suite by the hour, half day or full day.

External Room Hire costs Cost per hour (plus VAT)

Cost per half day (plus VAT)

Cost per full day (plus VAT)

Voluntary/Community Sector

£15

£45

£75

Public Sector

£20

£50

£80

Private Sector

£30

£60

£90

For more information or to book The Bruach IT Training Suite for your group, please email LGAdmin-Dev&AM@linkhaltd.co.uk or phone 01324 417160.

www.linkhousing.org.uk

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Sheltered news Welcome

Upgrades to complexes

Welcome to the new members of our Sheltered Housing team. Helen Henderson (Ben Lui Place) and Nicola Thomson (Peel Court) are new Sheltered Housing Officers and Sheena Smith is the new cleaner at Kenmuir Court.

Glen Park Gardens, Glen Park Road and Morar Court are all having their old heating systems replaced by new gas central heating. Just in time for winter!

Morar Court is getting a fresh lick of paint to the outside of the building over the next few months.

Helen Henderson

Care Inspectorate Many thanks to the tenants in Morar Court, Glen Lyon Court, Kilsyth Road and St Andrews Gardens who completed and returned the recent questionnaire from the Care Inspectorate. We are now waiting to hear when the inspection will take place.

Older People’s Day Sheltered Housing Officers have been finding out your ideas for celebrating Older People’s Day on Tuesday 1 October – suggestions so far include a tea dance, a raffle and social event. If you have any suggestions please contact your Sheltered Housing Officer.

Nicola Thomson

What a relief!

Sheltered Housing Forum

We recruit a number of Relief Sheltered Housing Officers each year to cover for our permanent Sheltered Housing Officers when they are on holiday. We are pleased to say that we have received mainly positive feedback from tenants on the cover provided including – “very good and helpful”, “very capable” and "the meal was nicely prepared and well cooked”.

Are you interested in what happens in your complex?

Training All our Sheltered Housing Officers recently completed their infection control and fire warden training. 25 staff, volunteers and residents also completed their food hygiene certificates.

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Do you think you get value for money?

If there are changes to the way sheltered housing is funded, what level of service should be provided?

These are questions that the sheltered housing and the management team need to consider. Amy McKay and Leah Webb are hoping to gather residents from all our complexes to consider these questions. If you would like to join the Sheltered Housing Forum, please let your Sheltered Housing Officer know and we will get in touch with you.

08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk

Outings, events and activities ST ANDREWS GARDENS, KENMUIR COURT & GLENPARK GARDENS 60 tenants enjoyed a meal and entertainment at Kaldis restaurant, Ballieston, on 18 June. Everyone enjoyed the day – with some ladies even taking to the floor to do some line dancing!

BEN LUI PLACE The residents committee held their annual fete in July which was opened by their local MP Gregg McClymont (centre of photo right). They raised over £2000 for future activities and events.

CLADDENS COURT Each month residents enjoy a meal with a night of entertainment and a few times a year they hold themed events. The most recent was a Hawaiian night and the September theme is Holywood with entertainment provided by the Kay family which features Link’s Chief Executive Craig Sanderson on drums.

ST ANDREWS GARDENS Residents enjoyed a bus trip to Ayr in July.

MORAR COURT Residents enjoyed a trip to Dobbies garden centre in Stirling.

ALBANY COURT A group of 20 residents enjoyed a shopping (and socialising) trip to Perth in July. Volunteers from the Royal Voluntary Service were on hand to assist those who needed a companion on the day.

CASTINGS HOUSE Residents have enjoyed trips to Broughty Ferry and Loch Lomond Shores as well as helping tenant Miss Jenny Russell celebrate her 90th birthday in July. Miss Russell has been a tenant in Castings House since it opened in 1989.

LOCHWINNOCH Tenants enjoyed a day out to Ayr and also helped Mabel Adam (pictured right) celebrate her 90th birthday along with her friends, family and a special celebrity guest from River City!

www.linkhousing.org.uk

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Get set grow Gardening Competition 2013 We have had a number of entries for this year’s gardening competition but there is still time for you to submit one!

Any Link tenant can enter their garden, balcony, allotment or communal area into the competition.

Happy birthday Peggy!

Link tenant Peggy Christie recently celebrated her 100th birthday!

Peggy is still very independent and lives happily on her own. She has the support of friends, family and neighbours who clearly find her inspirational. She cooks for herself and enjoys making soup and a good stew! Maureen Middleton, Director of Housing, and Janice Conner, Regional Manager, visited her recently and asked her about the secret of getting to 100 and not needing to wear glasses all the time – Peggy put it down to not liking alcohol!

TO SUBMIT AN ENTRY: • post a photo of your garden on Link’s Facebook page www.facebook.com/LinkGroupLtd either on our timeline or send us a message • email it to getinvolved@linkhaltd.co.uk • post it to Eleanor Henderson, Freepost RRBB-XKJBEHRZ, Link Housing Association Ltd, Watling House, Callendar Business Park, Falkirk, FK1 1XR. Please make sure you include your name and address so we can contact you if you are a winner. Entries should be submitted by 31 October 2013.

1st place is £50 B&Q vouchers, 2nd place is £25 B&Q vouchers.

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 08451 400 100. Link Housing Association Limited is a company registered in Scotland. Company registration number SC216300.

Registered Office: Link House, 2C New Mart Road, Edinburgh EH14 1RL. Part of the Link group. © LinkGroup Ltd 2013.

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08451 400 100 or 0330 303 0013 or csc@linkhaltd.co.uk