Housing News Spring 2018

SPRING

2018

housing news The newsletter for Link tenants

Inside: • Anti-social behaviour consultation • Tenants’ views on Value for Money • Universal Credit full roll out • LinkGiving back to the community

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Welcome to our spring newsletter As Director I am responsible for ensuring we deliver high quality services and value for money for tenants, whilst protecting the organisation from the challenges we face such as the roll out of Universal Credit. To do this, we are developing a range of responses to improve services and make sure tenants have a safe, warm home they can afford.

We are launching mobile working this year, so staff can work more efficiently by reducing paperwork and carry out tenancy sign ups and arrears management online. This will save money and allow staff to have more face-to-face time with tenants who need this support locally.

From April 2018, Housing Officer patch sizes will be reduced to around 200 properties.

This means we will have the capacity to make contact with every tenant during the coming year to ensure we are providing as high a standard of service as possible.

We are also developing a new customer mobile app so tenants can access information about their tenancy such as their rent account and repairs history as well as being able to make appointments using their smart phone or tablet device.

LINK’S CHIEF EXECUTIVE TO RETIRE Link Group Ltd Chief Executive Craig Sanderson has announced his intention to retire after 43 years service, including 30 years as Chief Executive.

We will embark upon a formal Options Appraisal, which will inform our operational and strategic plans. It will also help to determine how best to build on Craig’s considerable achievements in shaping, growing and leading the Link group of organisations.

Link celebrates a hat-trick of accreditations Link was re-accredited as a Gold Investors in People and achieved Gold Investors in Young People as well as the Health and Wellbeing award for the first time.

Link is the 18th organisation in Scotland and the 7th housing association to achieve all three awards.

Ross Martin, Link Group Ltd Chair, said: “We are delighted not only to retain our Investors in People Gold award but also to achieve the Investors in Young People Gold accreditation and the Investors in People Health and Wellbeing Award. This is recognition of our commitment to the training and development of our staff, for now and for our future.”

We will be contacting tenants later in the year to hear how we can further shape our frontline services.

June Green Director of Housing Services

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Tenants and staff at the South Lanarkshire training.

New Get Involved training programme In February and March, our Registered Tenant Organisations (RTOs) took part in training in Falkirk, Hamilton and Clydebank.

The events gave groups the chance to meet other tenants, share ideas and learn from their experiences. The sessions developed the RTOs’ team-building skills in a fun and informative setting. They also learned about community engagement and how to influence Link.

Tenants rated the events 4 or 5 stars (out of 5) and provided great feedback on how they plan to use the training in their activities.

“I have a better overall understanding of different roles at Link”

“The event was very interesting”

“I enjoyed meeting other groups and getting to know other residents”

“The day was really informative”

We plan to organise more training sessions later this year on: l Keeping accounts and the role of a treasurer l Applying for community grants l Developing local action plans and partnership agreements with RTOs If you would like to come along to a future session please contact us at getinvolved@linkhaltd.co.uk or 03451 400 100

“It was a great opportunity to meet other tenants and Link staff”

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Universal Credit Full Service What you need to know, who will it affect?

By the end of 2018, all job centres will be delivering full service Universal Credit (UC).

In a full service area: l You will be expected to make your claim – and notify any changes in your circumstances – online. l All new claims will be for UC unless you have three or more children in which case you cannot claim Universal Credit until January 2019. l You must sign a Claimant Commitment which details what tasks you must do to receive UC. l All communication between you and the Department for Work and Pensions (DWP) will be through your online ‘journal’.

How can I prepare?

You can start to prepare for UC now by making sure you:

How is UC paid?

Universal Credit is paid monthly. l You will receive your first payment five weeks after you make your claim. l From April 2018, if you were receiving Housing Benefit before going onto Universal Credit your Housing Benefit will continue for two weeks. l You will be able to opt to receive your Universal Credit twice monthly and have the Housing Element paid directly to Link.

You will only be able to do this after you have received your first payment of Universal Credit. Please get advice before selecting these options so that you are clear about them. l You can request a full month’s advance payment and you will pay this back over a 12-month period. If you would like advice about UC or how to get online please call 03451 400 100 or email TTAS@linkhaltd.co.uk

l Know how to access the internet so you can make a UC claim. l Have an email address. l Can access a laptop, tablet or mobile phone. l Have a bank account. l Know your national insurance number. l Know what type of accommodation you live in. l Know how much rent you need to pay. l Know your landlord’s address. l Have evidence of your rent and any income or savings you have.

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Universal Credit full service now available in the Falkirk area Full service Universal Credit claims affect people of working age, families with children, those with health conditions and who are in work as well as job seekers.

We have written to all affected tenants in Falkirk to offer advice and if they find this helpful we may do this in other full service roll-out areas.

Income Support Housing Benefit Child Tax Credit Working Tax Credit Income-based Jobseeker’s Allowance Income-related Employment and Support Allowance

➠

Universal Credit

To make a claim online you’ll need: l Email address and phone number l National Insurance Number l Bank account details

l Salary, other income and any savings details l Your address and your landlord’s address l How much rent you are paying

DO YOU NEED HELP GETTING ONLINE? Our Digital Inclusion Officer, Kerry Roberts can help you: l l l l l

Sign up for our Laptop Loan Scheme Learn how to use a computer Learn how it can help you or your family get a job See how the internet can save you money Earn a City & Guilds computer qualification

For more information call 0330 303 0106.

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Low Cost Unlimited Broadband and monthly line rental No installation fee, free router, free delivery As a Link Housing tenant you have access to low cost broadband and line rental from Talk Talk and Happus.

How long is the contract for and who is it with?

The contract is for 18 months and is with TalkTalk. Happus uses TalkTalk to provide the internet service. The deal is exclusive and only available through Happus.

Does the price go up after a certain length of time?

The price remains the same for the duration of the 18-month contract.

Can I cancel after I have signed up?

You can only cancel without penalty in the period before the service goes live which is around two weeks. After that the contract runs for 18 months.

Do I need to buy anything else?

You are provided with a router for free, but you will need your own computer, tablet or other device.

Can I use the line rental with a telephone?

For the Broadband Only packages, the line rental is designed for internet use only. But, if you do use the line with a phone there will be additional charges.

Are there other companies providing similar deals?

Yes. Other companies also provide deals, especially for new customers. It is worth shopping around for the best price, but always remember to include line rental charges when calculating how much you will pay.

For more information, or to sign up, call Happus on 03300 103 300

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LOCAL COUNCIL SERVICES We have tenants in 22 council areas across Scotland. Sometimes tenants contact us about services we do not deliver.

These include: l bin uplifts and recycling l dog fouling l illegal fly tipping l road safety concerns l street lighting and bins l Grit bins in cold weather We know these issues are important and we will always let you know who you should speak to from your local council about these issues.

We work with Registered Tenant Organisations to help influence council services in their area.

Tenants are also involved in Community Councils which have direct council representation at a local level.

Link tenant and Community Councillor, Lorraine says:

“When I moved to Hamilton I wanted to make a difference to the area that I lived in. I found that being involved in the Community Council helped me to address local issues such as additional refuse and grit bins and better lighting for my community.�

If you are affected by the issues listed, remember you need to contact your local council. You can find contact details at http://www.cosla.gov.uk/council

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LINK LISTENING

Anti-social behaviour consultation We want your views on how we deal with anti-social behaviour. We are hosting local events to discuss a range of issues with you.

You can also help provide feedback by completing a survey online or by post.

Online Take part in the survey https://www.surveymonkey.co.uk/r/ FD9T6PQ

l What does anti-social behaviour mean to you?

By post

l How easy is it to report anti-social behaviour and what could be improved?

If you would like a copy of the survey by post please contact us.

l Identifying the barriers, challenges and solutions dealing with anti-social behaviour.

In person To book a place contact us on 03451 400 100 or email getinvolved@linkhaltd.co.uk or speak to your housing officer to find out more.

Refreshments and travel expenses will be provided.

l Timescales and targets for responding and investigating anti-social behaviour. l Our powers as a landlord to deal with antisocial behaviour as part of the new Housing (Scotland Act) 2014.

Where

When

7 1/2 John Wood Street, Port Glasgow

Tuesday 24 April, 10.00am - 12.00pm

Link Academy, McKinven House, George Street, Falkirk

Tuesday 24 April, 5.30pm - 7.30pm

Westmuir High School, Carntyne, Glasgow

Wednesday 25 April, 6.00pm - 8.00pm

Spartans Football Academy, Edinburgh

Thursday 26 April, 6.00pm - 8.00pm

Link office, Clydebank Industrial Estate, Dalmuir

Friday 27 April, 10.00am - 1.00pm

Kirkshaws Neighbourhood Centre, Coatbridge

Saturday 28 April, 10.00am - 1.00pm

Albany Court, Denny

Tuesday 1 May, 11.00am - 1.00pm

Craigmillar, The White House, Edinburgh

Monday 14 May, 5.30pm - 7.30pm

Hillhouse and Earnock Community Centre, Hamilton

Thursday 17 May, 11.00am - 1.00pm

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Hello from Lindsay Anderson, Chair Tenant Scrutiny Panel The Scrutiny Panel has had a busy and successful year. It carried out a scrutiny inspection into Link’s kitchen replacement programme, and we presented our report and recommendations to the Link Group Board which have now been accepted. It is hoped the outcome of this scrutiny will be a better service for tenants.

We organised a stock tour in South Lanarkshire and broadened our knowledge of the variety of Link properties and met tenants along the way.

Last year we entertained a group from Dublin, who were interested in our scrutiny methods and housing in Scotland. A very interesting and informative discussion took place.

In the summer months ahead we plan to get out and about to meet tenants and hear their views to raise the profile of our work. We look forward to meeting more tenants and hearing what you have to tell us.

The Scrutiny Panel is about improving things for tenants, so we are always interested in tenants’ views. Scrutinising a topic takes time, commitment, hard work, although there is much to be gained by participation. We work together and enjoy the support of Link’s Tenant Engagement Team which makes things a bit easier (although the Scrutiny Panel is an independent group).

We are always pleased to welcome tenants who may be interested in participating in scrutiny. If you would like to find out more please contact us at getinvolved@linkhaltd.co.uk or 03451 400 100.

Communications Panel Are you interested in design, communication, photography, social media, newsletters or websites? We are launching a new Communications Panel and looking for tenants to get involved. The Panel will meet at least four times a year or can participate via email.

We can provide computers and training for tenants to do this.

To join please contact the Tenant Engagement Team at getinvolved@linkhaltd.co.uk or 03451 400 100.

Tenant Participation Strategy launched We reviewed and updated our strategy and action plan in partnership with tenants, staff and board. The revised plan sets out how tenants can get involved and influence Link services, support available and tenant consultation plans for 2017-2020. If you would like a copy contact us at getinvolved@linkhaltd.co.uk You can read a copy on our website. https://linkhousing.org.uk/media/577648/tenantparticipation-strategy-feb-2018.pdf

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Feedback from the rent increase consultation Link considered tenants’ views, increased costs, inflation forecasts, and compared increases with other landlords before the decision was made by the Link Group Board to increase rent by 2.8% from 1st April this year.

Research Resource (an independent consultancy) carried out 313 interviews with tenants either on the phone or by email to get views on the rent increase proposal.

The key results from the survey were:

48% of respondents said they do not receive housing benefit. 35% receive full housing benefit and 17% receive partial housing benefit.

53% of tenants read the newsletter article regarding the rent consultation. The article explained what rent is spent on including investments and costs of Link services.

86% of those that read the article said that they felt it helped them understand what Link spends their rent on and why it is making a proposal to increase rents.

51% stated that they were satisfied with the rent increase proposal compared to 31% who stated that they were dissatisfied.

72% of respondents stated that they believe their rent to represent good value for money compared to 15% who said it represented poor value for money.

58% of tenants stated that they find their rent payments either very or fairly easy to afford. 29% stated that they were just about affordable and 14% stated that they were difficult to afford.

If you have any questions about your rent please contact us on 03451 400 100 choose option 3 and then option 5.

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Value for Money – Your Views When we carry out independent customer satisfaction surveys we always ask for your views on the value for money (VFM) of Link rents. We know that rent is a major part of your outgoings and it is important we deliver value for money.

While our September 2017 customer satisfaction survey reported a number of areas where satisfaction is significantly above the Scottish average, the percentage of tenants who felt that their rent represented VFM (65%) had fallen from our previous survey (78%) and is below the Scottish average (82%).

Therefore, our November rent increase consultation included further questions on VFM to help us understand our tenants’ views.

Tenants stated that the three most important priorities for them concerning VFM were: l How easy they found it to afford their rent payments l How good Link’s repairs service is l Whether their home gets the improvements it needs (investments such as bathroom, kitchen, heating and window upgrades)

What we have done

What we will do

During 2017/18, we completed work on a number of areas critical to achieving VFM. These included:

During 2018 we will consult with the Tenant Scrutiny Panel about developing an inclusive approach to VFM, which takes account of communities, existing tenants and future tenants. We are proposing the following definition of VFM for our work:

l Using impact measurement tools to help us understand the difference we make to tenants’ lives and to affordable housing in Scotland l Assessing the affordability of our rents l Asking tenants how affordable they find their rent l Reducing rent arrears l Achieving high satisfaction with repairs l Building on the success of Link Property by expanding its role to include replacing kitchens and bathrooms

“Delivering high quality services while adding social value and making the most of our assets.”

As part of the consultation we would also like to identify areas where we can further improve value for money for our tenants.

If you would like to contribute to the discussion on VFM please contact us by email getinvolved@linkhaltd.co.uk

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Rent increase from 1 April 2018 The Link Group Board met in January to discuss the rent consultation findings and approved an increase of 2.8%.

A letter has been sent to all tenants to show the new charges that will be applied from April 2018. Tenants who claim Universal Credit, which includes payment for rent, must advise the Jobcentre their rent will be increasing through their online account with the Jobcentre.

WHY DO WE HAVE TO INCREASE YOUR RENT? We do this for a number of reasons. We need to take into account the financial pressure our tenants face and make sure we have enough income to keep our properties well maintained.

We try to limit the level of the increase to keep our rents affordable for our tenants.

RENT INCREASE – WHAT YOU NEED TO KNOW The difference between your new rent and what you currently pay depends on:

Who sets your rent?

If you have an old secure tenancy (pre-1989), your rent will continue to be set by the Rent Registration Service every three years. The only change in April 2018, will be in the amount you pay for service charges, which may have gone up or down.

Rents for all other tenants are set

by Link in accordance with our rent policy, which is based on a points system.

Any agreements that were put in place, when your property was transferred to Link Some Link properties came from other housing associations or

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councils via a “transfer of engagements”. At the time of the transfer, a restriction on rent increases may have been agreed.

Whether or not your rent has reached our points level for the type of property you live in In 2003, we revised our rent policy and created a points system to be fairer and more transparent about how we set our rents. The policy was reviewed again in 2017 and each property is allocated a number of points according to the house type, size and the facilities it has. The number of points does not change unless there have been alterations or improvements to the property such as the installation of central heating or double-glazing, (but not replacement of heating or windows).

Each point has a value in pennies, to calculate the rent we multiply the points by that value.

There are some tenants who moved into their homes before the current rent policy was adopted and as a result some properties have higher or lower rents than the points value (89 properties this year).

To bring all the properties in line so that they are being charged the same way we have built an additional allowance to the increase. If your rent is lower than it should be we will add up to additional 3% to the increase (no more than 5.8% for 2018/19).

If your rent charge is higher than the points value, then your rent will be frozen until the annual increases of the other properties catch up.

Whether or not you pay service charges

If you are in receipt of Universal Credit

As well as the basic rent for your home, many tenancies also have an agreement for Link to provide additional services such as grass cutting, stair cleaning and lighting in common areas.

Universal Credit includes payment for your rent. It is important that you advise the Jobcentre that your rent will be increasing.

Where these services are provided, the cost of providing these together with an administration charge is added to your rent. These are known as service charges.

Your increase letter provides you with details of how much of your monthly charge is basic rent and how much is service charges.

You should do this through your online account with the Jobcentre, through which you will also receive a message in the next few weeks asking you to report the change to your rent.

If you wish more information on the services provided, or you have any questions regarding your rent, please contact the Customer Service Centre on 03451 400 100, option 3 and then 5.

Sheltered Housing Forum We held our latest Forum at Glen Park Gardens with residents from many of our complexes in attendance.

Residents were able to contribute to discussions on the changes to housing benefit and Universal Credit, what makes up rent and service charges, as well as how these costs are calculated and applied to each development.

There was also the opportunity to talk about projects that residents could get involved with and we have identified some volunteers to help.

The next Forum is in July – if you have any suggestions please speak to your Sheltered Housing Officer.

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A FOND FAREWELL The sheltered housing team said a fond farewell to Janet Harrower, sheltered housing officer at Castings House in February.

Janet was the sheltered housing officer at Castings House for eight years.

June and the sheltered housing team would like to wish Janet a long and happy retirement.

Oh no they didn’t, oh yes they did!

Residents from Hillhouse, Hamilton enjoyed a day out at the pantomime Beauty and the Beast, organised by the Link Hillhouse Tenants’ Association.

The newly established group took part in training and received support from the Housing Officer and Tenant Engagement Team in February to help the group achieve their aims and build skills.

Janet and June Green, Director.

Glenpark Gardens, Cambuslang held a St Patrick’s Night for residents as well as friends from nearby Peel Court.

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Need help to buy a home?

We manage a number of schemes on behalf of the Scottish Government which can help people onto the housing ladder.

If you are over 60, a first-time buyer, a social rented tenant, disabled with a housing need, armed forces personnel or a recent veteran – you can access funding towards the purchase price of a new property.

Find out more at www.linkhousing.org.uk Call: 0330 303 0125 Email:Â LIFT@linkhaltd.co.uk

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Nurturing our landscape maintenance contract Our landscape maintenance contract with Nurture Landscapes started in April 2017 and during the year we have been monitoring the service they've delivered.

When we were developing the new contract we took advice from customers and staff on what it should include.

We reviewed the programme and the specification of our neighbourhood commitment so the work will be carried out each year.

Did you know? Our landscape service covers over 784,700 square metres of ground to over 7000 customers!

Litter collection – Up to 26 visits Leaf collection – Up to 8 visits Weed control – Up to 12 visits Play area cleaning and inspections – Up to 26 visits Mowing amenity grass – Up to 15 visits Strimming rough grass – Up to 6 visits Shrub Maintenance (Regular) – Up to 6 visits Summer and winter shrub hard cut back (incl. hedges) – 1 visit Minor tree works and inspections – Up to 6 visits

Out of 1322 customer satisfaction survey calls, we are delighted that 97.2% of customers are satisfied with the service they receive.

Get involved in your local walkabout We will be inviting all tenants to a Neighbourhood Inspection walkabout in the summer months. Please contact us on 03451 400 100 if you would like more information on the landscaping contract or Neighbourhood Inspections.

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GET SET, GROW! We’re delighted to announce our joint community garden project with Nurture Landscapes has now started at Viewpark Gardens in Renfrew.

To mark the occasion, we organised a community planting/Easter fun day in April.

We carried out a survey and arranged walkabouts to hear tenants’ views on how the £5,000 worth of work donated by Nurture could be best used to improve the garden area at the development.

Tenants expressed an interest in gardening and now have a better space where they can do this, with a fencing area for garden composting; raised planters; trellis fencing and climbing plants. Works also took place to power-wash the mono block and to include for a bare area in front of the fencing and tree work.

Nurture Landscapes is an award-winning national horticulture and landscape maintenance business. It will be hosting another community garden project in 2018. If you would like to nominate your community, please speak to your housing officer.

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LINKGIVING BACK TO THE COMMUNITY

Chief Executive Craig Sanderson at Ben Lui Sheltered Housing in Cumbernauld.

LinkGiving gives Link employees the opportunity to go the extra mile to help make a difference to the communities in which Link has a presence. It involves giving up time from work to take part in voluntary activities to benefit the local community.

Feedback from staff has highlighted how much they love to get a chance to get out of the office and do something different!

Blythswood Drive, Andrew Street and Caledonia Street, Paisley 15 members of staff transformed the back courts – all 27 closes were cleaned on a very wet day!

We have also received great feedback from residents and tenants thanking us all for our hard work and for making such a difference in the areas they live in.

Thanks to Link Property who helped on all the projects providing materials and equipment.

Ben Lui Sheltered Complex Staff from Link Housing, Asset Management and Linkscape spent the day sprucing up the landscaped areas around the development. They demolished an old shed, power washed paving slabs, removed moss from footpaths, planted bulbs, created a rockery and removed bags of dead vegetation.

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Housing and Asset Planning staff in Paisley.

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Callendar Park, Falkirk

Fair Share, Glasgow

Staff spent the morning picking up litter and then in the afternoon planted 360 trees! They even managed to meet Santa Claus in Callendar House.

Staff spent two days painting the warehouse walls, offices and kitchen. Link Property staff also fitted a new kitchen and turned a section of waste ground into a garden and seating area for staff.

Victoria Road, Falkirk Over 20 members of staff got their hands dirty to clean a boundary wall.

Bridgehaugh Road – Stirling Our team of volunteers transformed the front garden, improved close lighting, bin stores and communal areas.

Glen Lyon Court, Cumbernauld Residents also got involved in a project, painting some Fairy Doors to be placed in their communal garden area.

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WAYS TO PAY YOUR RENT There are a number of options available to make it easier for you to pay your rent:

£ KEEP UP-TO-DATE WITH LINK Our website and social media accounts are regularly updated with news, jobs, homes for rent and sale as well as training and community information.

Visit our website www.linkhousing.org.uk Follow us on Twitter @Link_Group_Ltd Like us on Facebook Facebook.com/

Paying by Cash If you have an allpay card, you can pay your rent in any Post Office, shop or garage which displays the Paypoint, E-pay, Payzone or allpay Logo. This is a free service. Any payments you make are posted to your rent account within 24 hours and you will be given a receipt.

by Direct Debit This is similar to a standing order  Paying but you don't need to contact your bank every time there is a change in your rent – Link will do it for you. If you have standing orders set up already and would like to change these to a Direct Debit or want to set up a brand new Direct Debit then just call Link’s Payment Line on 0330 303 0801, and selecting option 1 (lower call charge from a mobile).

over the internet Pay over the internet using your  Paying allpay reference number at www.allpayments.net you can use either a debit or credit card.

over the Telephone You will need your allpay ℡ Paying reference number to pay over the telephone using a credit or debit card. Just call allpay on 0870 243 6040 or call Link’s Payment Line on 0330 303 0801 and select pressing option 1 (lower call charge from a mobile).

by Cheque or Postal Order Cheques or postal  Payment orders should be made payable to Link Group. If a cheque is returned unpaid, we may make a charge against your account to cover bank charges plus handling costs.

Emergency contact numbers when the office is closed Gas Boiler and Heating Repairs

• Call 03451 400 100 Other emergency repairs

• Call 0800 783 7937 (out-of-hours service provided by Bield 24) • Call Lochaber HA on 01397 702 530 if you live in Fort William or Skye. Call Lochalsh HA on 01478 612035 if you live in Kyle of Lochalsh

@Link_Group_Ltd

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Link Housing Association Limited is a company registered in Scotland under the Companies Acts, Company Number: SC216300, Registered Office: Link House, 2c New Mart Road, Edinburgh, EH14 1RL. It is registered as a Property Factor Id: PF000355 and authorised and regulated by the Financial Conduct Authority, Reference Number: 674050. Part of the Link group © Link Group Ltd 2018.

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