Housing News Summer 2017

SUMMER

2017

housing news The newsletter for Link tenants

Inside: • Customer Service feedback • Get involved • Sheltered Chat • Linkscape improvements

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Welcome to our summer newsletter We have been working hard recently to ensure our estates are well maintained and looking good, especially with the recent lovely weather.

It’s also great to hear that our tenants are doing the same! Residents in Hamilton Road in Camelon, Graham Avenue in Larbert and Cadell Gardens in East Kilbride have been working to bring communities together by improving common areas. It’s so heartening when people take pride in where they live.

We will be consulting with you in late summer on how you value our overall service. Please take time to provide us with your feedback. It is really important to help us improve our services.

Have a lovely summer.

June Green Director of Housing Services

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LINK IS ONE OF BRITAIN'S TOP 50 BIGGEST BUILDERS Link features for the first time in this year's UK-wide Inside Housing ‘Top 50 Biggest Builders’ list, having completed 328 new affordable homes during 2016/17, 202 of which are for social rent.

Link was the highest placed Scottish housing association, placed at number 37 in the ‘Top 50 Biggest Builders: Completions’ chart and appeared at no. 9 in the list of most prolific suppliers of new homes for social rent.

The annual survey tracks the development of new housing, as well as projects in the pipeline, by the biggest housing associations across the UK. Earlier this year, Link confirmed its plans to build 3200 new affordable homes over the next five years with two thirds of these for social rent, thus making a significant contribution to tackling the country’s affordable housing requirement.

Roy Stirrat, Chairman, Link Group Ltd, said: “The inclusion of Link in these lists demonstrates our commitment to delivering a good supply of high quality affordable housing for those most in need.

We continue to be very successful in securing grant and private funding for new projects and social housing development continues to be the mainstay of our development programme

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Tablet Loan Scheme – Passion for learning!

If you are thinking about getting a tablet, but don’t have the skills to use it, why don’t you try one out with our tablet loan scheme? You get the chance to ‘try before you buy’.

She also likes food apps as she is able to look at recipes to help her manage her diabetes.

Now she has got lots of skills and experience in using her tablet and thanks to her son, who passed on his Samsung tablet to her, she can keep learning.”

This story is great example of how our tablet loan scheme is helping one of our tenants to practice her skills online before she got a tablet of her own.

“Rita* has had a loan of a tablet for five months. When she got it Kerry, our Digital Inclusion Officer, showed her how to use it in really simple terms. She did have a mobile and knew how to use it but the bigger screen on the tablet made it easier for her to see things.

Rita enjoys downloading new apps to help her learn. She has downloaded a DIY app which has lots of ideas for interior decorating. Perfect for Rita as she is decorating her home!

If you are interested in the tablet loan scheme then get in touch with the TTAS team by email TTAS@linkhaltd.co.uk or by phone 0330 303 0106. *not real name

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Benefit changes that could affect you If you are affected by the following changes to benefits caused by welfare reform, then please get in touch. We can help provide advice and information on a range of benefits.

Child Tax Credit (CTC) is limited to two children. If you have a third child, born after 6 April 2017, the child will not be eligible for further CTC support.

New claims for Employment & Support Allowance (ESA) where the claimant is placed in the Work Related Activity Group, will now receive the same rate of benefit as those claiming Job Seekers Allowance.

We can help you: l Complete benefits claim forms. l Liaise with Department for Work and Pensions, Local Authorities and act on your behalf in relation to benefit enquiries. l Appeal disputes and reconsiderations of benefits.

Did you know Money Advice is a free and impartial service available to Link tenants?

We can provide an outreach service where we visit you in the comfort of your own home.

Have you ever heard of the Debt Arrangement Scheme in Scotland?

If you fit certain criteria, then you could roll all your debts into one monthly payment to help you manage your money better.

We can help you with everyday budgeting/planning for the future/life changes/cutting costs as well as helping you with any financial difficulties you may be having.

Did you know if you have over ÂŁ1,500 but under ÂŁ17,000 of debt you could be eligible to apply, whether you are in work or not, for a 6 month bankruptcy.

Had an unexpected funeral bill? Need help to get white goods/furnishings? We can help in applying to charities for help with these costs.

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18-21 year olds making a new claim for Universal Credit may not be entitled to the housing element costs.

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Telephone Number 01324 417 174 Email: adviceserviceteam @linkhaltd.co.uk

Is Universal Credit Full Service coming to your area soon?

During the next year, the Department for Work and Pensions (DWP) is rolling out the Full Service of Universal Credit (UC) across Scotland. Full Service requires all working age claimants to claim UC if they are making a new claim or have a change in their circumstances.

How can I get help?

UC replaces Job Seekers Allowance, Income Support, Housing Benefit, Employment and Support Allowance and Tax Credits.

If you live in the following local authority areas and are of working age you will need to claim Universal Credit from these dates: Clackmannanshire June 2017 Stirling June 2017 Highland July 2017 East Ayrshire October 2017 South Lanarkshire October 2017 North Lanarkshire November 2017 Angus November 2017 Fife December 2017 The following local authority areas are already live with Universal Credit Full Service – East Dunbartonshire, East Lothian, Inverclyde and Midlothian.

All other areas will be rolled out in 2018 and full details are available at: http://ow.ly/QQxc30cLWuq

What should I do to claim Universal Credit? l You must claim Universal Credit online and you will require an email address to communicate with DWP l You must have a suitable bank account to get paid Universal Credit l You must claim for and provide verification of your rent which will be paid to you as part of your Universal Credit payment on a monthly basis. You must therefore make arrangements to pay your rent to Link yourself each month l You should tell Link that you are about to claim UC. Contact us on 03451 400 100 or email csc@linkhaltd.co.uk

Universal Credit is claimed, paid and managed very differently from existing benefits. It is important you get advice before you make a claim. It is particularly important that if you already receive benefits you get advice before taking up a tenancy in an area already live with UC Full Service as you may be entitled to less money.

Your local job centre or local authority can provide advice and limited support which may be of help to you. You can also read this guide: http://ow.ly/iil630cLWKA Alternatively your Housing Officer or Link’s Advice Service can provide you with up to date advice and assistance. We can help you set up an email account, make your claim online, provide the evidence you need for your claim, pay your rent on time, keep your journal up to date and manage your Claimant Commitment.

Failure to do these may result in your claim being disallowed or affect or delay your UC payments.

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Research Resource was commissioned by Link to undertake its 2016 customer satisfaction survey. A total of 818 interviews were carried out with tenants, owners and sharing owners in order to assess satisfaction with Link and the services it provides. Interviews took place between 14 November and 12 December 2016. This document details the results for the Scottish Housing Regulator (SHR) Indicators. The percentages shown in the tables represent overall tenant satisfaction i.e. the percentage who were very or fairly satisfied. These results are for tenants only.

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Compliments and complaints What we are doing to ensure we keep on improving

Although there is always room for improvement in how we handle customer complaints, our performance in 2016/17 continues a pattern of steady improvement.

All new staff are given complaints training as part of their induction. We give them a strong message about the importance to Link of customer feedback – good and bad!

There were 418 complaints compared to 459 last year, a reduction of 9%. This statistic alone does not necessarily prove we are getting better but an analysis of the types of complaint shows that the number caused by poor communication fell by 27% which is encouraging. It is also pleasing to note that the percentage of complaints about repairs continues to reduce. It was 53% in 2014/15 and is now 40%. This is backed up by improved satisfaction levels with the in-house repairs service delivered by Link Property.

We regularly circulate case studies so all staff can learn from complaints which were not handled well and, just as importantly, those that were dealt with effectively.

We really do value your feedback so please continue to let us know how we are doing – by phone, e-mail, via the website or speaking to any member of staff.

Another positive aspect was an increase in the number of compliments received – up to 254 from 218. We always appreciate positive feedback!

Complaints by category – full year

156

Standard of service

10

Staff error

41

Staff attitude

49

What policies?

Policies

Total

14

Missed appointment

5

What procedures?

Procedures

100

Failed action

11

Contractor Attitude

32

Communication 0

8

20

40

60

80

100

120

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140

160

180

WATER MANAGEMENT

As your Landlord we have a legal obligation to ensure you are aware of the possible causes and symptoms of Legionnaires’ disease so you can identify any problems easily and report any concerns to us.

What is Legionnaires’ disease?

Legionnaires’ disease is a potentially fatal form of pneumonia, which can affect anyone. It is caused by the inhalation of small droplets of water from contaminated sources containing legionella bacteria.

Where is Legionella found?

All hot and cold water systems are a potential source for the growth and spread of legionella, e.g. in spray from showers and taps, even in dishwasher and washing machine pipes.

Conditions are ripe for growth where water is warm and stagnant and where there is sludge and rust.

Who is at risk?

Legionnaires’ disease most commonly affects the elderly, or people with chest or lung problems. Not everyone exposed to legionella bacteria becomes ill. Legionnaires’ disease is not contagious and you cannot get it from drinking water.

The symptoms of Legionnaires’ disease are similar to those of flu, e.g. high temperature, fever, headache, muscle pain etc. There is, however, no need for concern. Legionnaires’ disease is easily

preventable by putting in place some simple control measures as listed below: l Flush through showers and taps for 10 minutes following a period of non-use (i.e. after you have been on holiday or if a room is not in regular use) l Keep all shower heads and taps clean and free from a build up of lime scale or mould. l Keep hot water on your boiler system at a temperature of 60°C or greater.

Report any deposits such as rust or any unusual matter flowing from your water outlets to us straight away. You must also let us know if you don’t have hot water after running your tap for one minute, or if your cold water remains warm after running this for one minute.

What do I do if I think I may have contracted Legionnaires’ disease?

If you suspect that you or someone in your home has contracted Legionnaires’ disease, contact your doctor immediately and let us know by phone 03451 400 100 or by email csc@linkhaltd.co.uk

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NEW HOMES 49 HOMES FOR SOCIAL RENT CARNTYNE, GLASGOW These homes were recently completed by Bellway Homes and are a mix of one and two bedroom flats, two and three bedroom houses, and two bedroom wheelchair bungalows.

The properties are built to be energy efficient with high performing gas heating systems and solar panels. All the houses benefit from private back garden space and the flats have communal garden areas, drying greens and cycle storage. In addition, there is a large play area for residents and children to enjoy.

19 HOMES FOR SOCIAL RENT LIVINGSTONE DRIVE, EAST KILBRIDE These homes were completed at the end of March 2017. The development was built by McTaggart Construction and is a mix of flats and houses with one, two, three and five bedrooms.

The mix includes one house and one flat specifically designed for tenants who require the use of a wheelchair.

The properties have been well received by the tenants and South Lanarkshire Council.

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87 HOMES FOR MID MARKET RENT CITYPARK WAY, EDINBURGH The second phase was recently completed by J. Smart & Company Ltd and comprises a mix of two, three and four bedroom flats for mid market rent including four flats suitable for tenants who require the use of a wheelchair.

The flats benefit from generous storage, energy efficient gas central heating, double glazing as well as parking and a “central park” area.

New Build Homes – End of Defects Inspections If you live in a new build property, it is important you give us access to your property at the end of the 12 months defects liability period so we can carry out a defects inspection. If you do not let us in for the inspection, responsibility for any defects will be yours and not Link’s.

We will tell you when we will carry out this inspection by sending you a letter. We realise that the date we give you for the inspection may not be convenient, so please contact the Clerk of Works or the Development Administration Team as soon as possible to rearrange the inspection. Your inspection will be carried out by one of Link’s three Clerks of Works: Scot Irving, Fraser Robertson or John Agnew. After the Clerk of Works has carried out the inspection, the contractor will then arrange for the work to be carried out within a reasonable timescale.

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Landscape Maintenance Contract We are pleased to announce that following a recent tender Nurture Landscape Limited will now provide common area landscape maintenance to all Link’s schemes.

As part of our tendering process, we took the opportunity to review the specification and programme using customers and staff feedback and the following yearly programme of works will be provided: l l l l l l l l l

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 Shrub hard cut back incl. hedges (Summer and Winter)1 visit Tree minor works and inspections Up to 6 visits

Property Maintenance Policy and Asset Management Strategy Consultation We will be holding a number of consultation events during the summer to provide you with the chance to ask questions and provide feedback on our current and future approach to property maintenance. Further information on the events planned for your area will be issued shortly.

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The landscape contract covers 170 schemes to over 7,000 customers and is delivered approximately every, two weeks.

If you have any questions regarding the new contract please contact our Customer Service Centre on 03451 400 100 and ask to speak to the Asset Delivery Team.

APPRENTICE OPPORTUNITY Link Property, Link’s in-house maintenance contractor has launched a Planned Maintenance team to carry out Kitchen and Bathroom upgrades to your homes.

As part of this new team we are looking to recruit an apprentice electrician with a start date of early September.

We will advertise this opportunity on our website, but if you or anyone you know would be interested please email jobs@linkhaltd.co.uk or call 03451 400 100 for further information.

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Planned Maintenance Programme Our asset delivery team is responsible for planning and upgrading our existing housing stock through our annual planned maintenance programme.

In the past year, we have spent over £5.9 million on our cyclical and planned maintenance works including £227,000 on estate improvement works and £328,000 on resurfacing roads in Blythswood.

Next year we aim to spend over £5.8 million on our cyclical and planned maintenance programme and our asset delivery team is already working on the programme for 2017/18.

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Bathroom replacements

20

‘

‘ Kitchen replacements

Heating system installations and new boilers

281

Adaptations to properties

Kitchen replacements – 288 planned

225

Bathroom replacements – 254 planned

properties

New boilers – 311 planned Windows & Door replacements

Roof replacements

66

236

properties

Painterwork

1,210 properties

Luss biomass heating installation

properties

External wall insulation in Port Glasgow area

17

28

properties

properties

A more detailed programme will be available in the ‘tenant area’ of Link’s website shortly, which will provide more address specific information. If your home is included within one of our planned maintenance programmes, you will also receive a letter of the planned works and expected timescales for completion.

Windows & door replacements – 237 properties Painterwork – 552 properties (External) Painterwork – 137 properties (Internal) Full Heating system installationss – 100 planned (Switch from Electric to Gas) Door entry systems – 165 properties

If you require further details on whether your home is included in our planned maintenance programmes, please contact the Customer Service Centre on 03451 400100 and ask to speak to the Asset Delivery Team.

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Get Involved in your local community Tenant participation is about sharing knowledge, responsibility and decision-making.

We work with tenants, staff, managers and our Board to do this. Successful tenant participation delivers benefits for staff, landlords and tenants by creating a culture of trust, respect and partnership. It is your knowledge and experience of services that is our most valuable tool in learning how we can improve. We want you to be able to provide this knowledge and experience without any barriers and to participate in a way that suits you.

There are lots of ways you can get involved:

Regional focus group meetings, Link Bus Tour, Registered Tenants’ Organisations, estate walkabouts, join our Scrutiny Panel.

Lanark Road West, Currie

Graham Road, Larbert

We held a community event in May to find out from residents what they wanted to see in their community and how we could work together to improve the communal garden area. It was a great turn out – despite the stormy weather!

Working in Partnership with Linkscape and Falkirk Council, we have improved an overcrowded bin store. By indentifying a spare section of land within the estate an additional store was created to accommodate the bins.

Thomas Osborne won a £20 Tesco gift voucher for completing the survey on the day.

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Growing Beardmore, Clydebank Staff, tenants and Linkscape took part in a project at Growing Beardmore in Clydebank to help complete the community garden area.

Volunteers worked with Linkscape to fill raised planting beds with soil, and built a polytunnel and shed. This team effort will allow the group to get ready for planting vegetables, herbs and fruits. It was a fantastic day supporting the group and thankfully the weather stayed dry!

The Growing Beardmore group is looking to arrange an open day to showcase their amazing work and welcome new and old members to enjoy this delightful community area. Join us on Facebook/Twitter for event dates.

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Before

Camelon, Falkirk Hamilton Street, Brown Street & Glasgow Road flats in Camelon were some of the first taken over

by Link in the Falkirk area back in 1981. There have been many improvements made to the tenement properties over the years but the gardens had changed very little during that time.

Last year approval was given for a garden makeover by our Linkscape Team. The project

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After

started late last year with two raised beds being built, but due to poor weather conditions the main bulk of the work took place early this year. A ramp, pergola and a further six raised beds were built along with work to secure a crumbling wall.

Tenants have now taken ownership of the raised beds and we have vegetables, herbs and fruit growing as well as flowers.

The gardens are looking beautiful and it’s great to see the tenants enjoying their outdoor space.

The Linkscape Team has made a

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huge difference to this area.

Hamilton Street properties also got new roofs last year and we decided to recycle the Chimney Pots which were being removed.

They now look great as planters in the gardens. We are hoping to set up a tenants group which would allow them to apply for extra funding for further improvements in future.

Petersburn, Airdrie During the last 14 years the Petersburn Development Trust has been responsible for creating and developing Petersburn Park.

The Trust helped to create a teenage meeting area, a toddlers’ play area, a sports pitch and landscaped land at the top of the park which had become overgrown.

Now the Trust is looking to the future to help maintain the park and take forward new projects.

Recently, the Trust and Link staff planted bulbs in various areas of the park which should enhance the overall appearance and also make the park more attractive.

The Trust meets on the third Thursday of each month in Caldervale High School from 7pm to 9pm and anyone who wishes to come along will be made very welcome.

Cadell Gardens, East Kilbride Improvements have been made to the communal area. Thanks to a partnership between Linkscape and tenants, the area now has a feature which can be appreciated by all the residents in the street. In the near future we also hope to enhance the communal area at Peploe Drive and Gilles Crescent.

Grahamston Residents Group, Falkirk The group is setting up a Neighbourhood Watch in the area and are looking for residents to join. If you require further information about the Neighbourhood Watch or joining the group, it meets on the last Tuesday of the month.

For more information contact the group on anneglra@mail.com.

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SHELTERED CHATTER Glen Lyon Court The pouring rain did not stop the tenants and their families enjoying their annual Family Day! The plants for sale were well watered, the Glen Lyon stall was a sell out and the tearoom had a constant queue for all the delicious cakes on offer! £600 was raised for the Glen Lyon Court Tenants' Association fund. This will allow the tenants to have a theatre trip or social event of their choice for free.

Everyone helped with selling, buying, donating and attending – which made it such a successful day!

Tenants also attended a charity fundraiser for Strathcarron Hospice.

Driven in their own “boogie bus” by new tenant Tommy Cross, they had a great night.

Tenant Jane O’Donnell won several prizes in the raffle but the highlight of the night was when Elvis serenaded our very own Mary Sweeney.

Ben Lui Tenants at Ben Lui recently had the opportunity to try a free chair yoga session provided by North Lanarkshire Council. Tenants enjoyed it so much that they asked if they could have it as a weekly event. However as it would have to be paid for we looked for alternatives and discovered that one of our very own tenants was qualified to take a class. Now each Wednesday morning a group congregates in the communal lounge and Isobel Kinniburgh leads them in a 45-minute chair yoga session.

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Tenants from the Slim and Trim class decided to donate the clothes which they had slimmed out of to raise funds. All tenants scoured their closets for clothes they had never worn or had only worn once to donate to the sale. Entry was £1.00 and included tea/coffee and biscuits. All items for sale were also £1.00. Everyone had a great time and picked up some good bargains. Some tenants from nearby Glen Lyon Court also came to support us. £76.00 was raised to help subsidise our many trips.

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St Andrews Gardens, Airdrie

Albany Court, Denny

Tenants from St Andrews Gardens enjoyed a trip to the seaside. 12 tenants travelled by a minibus which was donated free from St Andrews Gardens Hospice. It was a fantastic day in the fresh air, everyone also enjoyed a fish supper and ice cream for dessert.

Albany Court held its fundraiser Coffee Morning for Strathcarron Hospice. The tenants gave generously both of their time and their skills, baking up a storm, and donating some fantastic prizes for the raffle. Our tenants lounge was literally standing room only at one point, and when the last cake had been scoffed, ÂŁ266.31 had been raised!

Thanks to all tenants and their guests for making the day a huge success.

SHELTERED HOUSING SERVICE REVIEW PRIZE DRAW Congratulations to Margaret Mcluskey from Claddens Place, Possilpark who is the lucky winner of the prize draw and received a ÂŁ50 gift card for Asda.

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We are looking for new volunteers!

Our valued volunteers are an integral part of the Care & Repair Service providing assistance to older and disabled people across North Lanarkshire.

We are looking for new volunteers! There are lots of benefits of becoming a volunteer: l the opportunity to put your experience, time and skills to good use l the chance to give back to your community l assisting older and disabled people l a rewarding experience l training and support l skills and experience employers value l the opportunity to meet new people Interested or want to know more? Call us for a chat on 0330 303 0301 or email northlan@care-andrepair.org

WAYS TO PAY YOUR RENT There are various options available to make it easier for you to pay your rent: Debit or Standing Order: If you wish to set up a  Direct Standing Order or Direct Debit, please contact Link’s Rent Enquiry Team on 0330 303 0801 for advice.

and Postal Orders: Cheques and Postal Orders  Cheques should be made payable to “Link Housing Association”.

To identify your payment please write your name and property address on the reverse of the cheque/ postal order.

You can use your allpay card to make payments ℡ Telephone: using a credit or debit card. Please telephone Link Housing on 0330 303 0801, option 1 during office hours, or call the allpay 24 hour automated service on 0844 557 8321.

Text: Debit or credit card payments can be made using your own mobile phone – register online first at www.allpayments.net/textpay/login.aspx.

You can pay using your allpay card and credit/debit  Online: card at www.allpayments.net.

To download the allpay app for your mobile phone please refer to the www.allpay.net/app.

Emergency contact numbers when the office is closed • 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 & 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 2017.

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