Link Housing News - Spring 2016

SPRING

2016

housing news The newsletter for Link tenants

Inside: • Link welcomes Syrian families • International Union of Tenants head to Glasgow • Gas Safety is a matter of life or death • School of Hard Knocks rugby success

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Hello to the new Director of Housing Services June Green has been appointed as Director of Housing Services.

June has a proven track record in her commitment to housing and believes everyone has a right to a warm, safe and secure home.

June has over 30 years’ experience in housing management, is a Chartered Member of the Chartered Institute of Housing and has a qualification in Leadership with the Institute of Leadership and Management.

Before being appointed to the post of Director of Housing Services, June led Link’s Commercial Services department, comprising 80 members of staff, the City of Edinburgh Council Private Sector Leasing scheme, the Scottish Government’s Help to Buy and Open Market Shared Equity schemes, Shared Ownership, Factoring and the management of Mid and Market rent properties.

June said:

“I am delighted to become the Director of Housing for such a dynamic organisation. I have been part of the Link family for a number of years and passionately believe in its values. I look forward to finding out what can be achieved when we work together in the future.”

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HAPPY RETIREMENT MAUREEN Maureen Middleton is set for retirement after almost 40 years at Link.

Maureen joined Link in 1973 (fresh from school) as a receptionist, whilst waiting to get into the civil service. At the time she says her mother thought that would be a good secure job! She did this for two years but it seems housing was in her blood and when Link was expanding in 1976 she came back as a housing assistant.

Maureen says:

“I have seen enormous changes in housing and within Link in particular, both in the number of houses it has built and managed, but also in the range of services it offers. For me the joy of this job has been working with amazing people – staff, tenants and board members, who have contributed so much to my successful career and I appreciate the hard work of all who have been involved in making it so.”

Maureen has been a great asset to Link. Her staff describe her as approachable, well respected – someone who always gives good advice, is inspirational and has a great big heart.

We wish her well for a long and happy retirement!

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Rent first – don’t put your home at risk It is your responsibility to ensure you have enough money to pay your rent each month. Whether you are in receipt of Housing Benefit, Universal Credit or you pay Link directly, rent is a priority payment in your monthly budget. Your rent is due on the 1st of each month.

It is important to pay your rent in advance, especially if you move to Universal Credit, as it can take a minimum of 5 weeks before you receive your first payment.

The rent you pay allows Link to maintain its properties and invest in the communities in which we work. It also helps to pay for our housing management and advice services.

In the past year, we have seen a large increase in the number of evictions we have had to carry out.

In the last three months alone, we have evicted on average six tenants a month.

Did you know that if you are served a notice to commence legal proceedings, this will be issued to anyone aged 16 and over who lives in the property?

We always see eviction as a last resort and will try to work with you to prevent this happening.

We believe early intervention is key in helping you manage any outstanding rent and will offer advice at the earliest possible stage. If you miss a payment we will contact you by telephone, e-mail, text, letter or by visiting your home to discuss your options.

We want to help If you are having difficulty paying your rent and wish to discuss a repayment agreement, please contact the rent team on:

0330 303 0801 Please choose the relevant area office: FALKIRK Option 2 (covers Stirling, Clackmannanshire, Falkirk, Denny, Crieff) CUMBERNAULD Option 3 (covers North and South Lanarkshire) CLYDEBANK Option 4 (covers Glasgow, East and West Dunbartonshire, Ayrshire, Renfrewshire) EDINBURGH Option 5 (covers Fife, Borders, Edinburgh, West Lothian)

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Get involved calendar Spring/Summer 2016

MAY

MAY, JUNE AND JULY

Recharges (Tenant-Responsible Repairs) Policy – This policy sets out the types of repairs that are tenants’ responsibilities and how Link can help tenants manage payments.

Scottish Social Housing Charter Review events venues across Scotland.

JUNE Rent setting and assessing value for money consultation – This policy determines how rent points are set and will include discussion on options such as locality points, size of the property, energy efficiency and linking rents with welfare changes such as the benefit caps proposed by the Westminster Government.

JUNE Tenant Information Service conference 10-12 June 2016 at the Westerwood Hotel, Cumbernauld.

Investors in Diversity consultation surveys and focus groups – date to be confirmed.

JULY/AUGUST Link Listening tour – A week of events and visits to our rural areas to meet tenants in Crieff, Luss, Fife and the Scottish Borders.

SEPTEMBER/OCTOBER Allocations and Anti Social Behaviour Policy reviews.

OCTOBER International Union of Tenants’ conference 14 -16 October 2016 at the The Academy, Wheatley Group, Glasgow.

Well done to Lesley McLure who won the £25 voucher for participating in the ePanel newsletter survey.

We provide a range of ways for tenants to get involved in the consultations including regional focus groups across Scotland, local tenants groups and online surveys. Tenants on the consultation register will be invited by letter, email and Facebook. Please contact us on getinvolved@linkhaltd.co.uk or 03451 400 100 if you would like to book a place.

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INVESTORS IN DIVERSITY

Worldwide tenants head for Glasgow Glasgow was chosen by the International Union of Tenants (IUT) members to host its prestigious international conference, in partnership with the Tenant Participation Advisory Service (TPAS) Scotland, during the weekend of 14-16 October 2016.

TPAS Scotland, with support from the Scottish Government and the Wheatley Group, will welcome IUT delegates coming from as far afield as Russia and Australia. Link Chief Executive Craig Sanderson is hosting a study visit to Clydebank as part of the conference programme to tell the story of the regeneration of the area and its rich cultural and industrial history.

International delegates and delegates from other parts of the UK will hear about Scotland’s rented housing sector. Scottish tenants and housing staff can learn about and compare their experiences with what is happening across the world at this informative and fun event.

Link is committed to being fair and respectful to everyone we work with and provide services to.

As part of this commitment, we work with the National Centre for Diversity. In 2014, it reviewed our approach and accredited Link as an Investor in Diversity. The two years from our last accreditation have passed quickly and as we aim for re-accreditation, we will shortly be seeking views from our tenants and other customers – as well as staff and other organisations we work with.

We encourage you to participate and there are a number of ways of doing this – online, paper-based or telephone survey and/or taking part in focus groups.

If you would like to take part, please contact Brenda Watson by email: brenda.watson@ linkhaltd.co.uk or 0131 624 7846.

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IT’S A DEAL As a Link tenant, you have access to special deals which Link has negotiated or designed for you.

Tech4All

Happus Low Cost Broadband

We have something brand new for you! From 22 April 2016, you will be able to take advantage of our Tech4All programme which offers a selection of brand new tablets and laptops for sale. If you are concerned about the cost and can’t pay all in one go, you can choose to spread the cost over 12, 24 or 36 months. You might find that Tech4All is cheaper than high street stores offering similar payment options. Look out for more information on our website in the next few weeks!

Would you like to have the internet in your home but are worried about how expensive it might be?

Happus special deals for Link tenants through TalkTalk might make getting online a bit cheaper. They even have a package for broadband-only (should you not want a landline telephone).

Contact Happus directly on 03300 10 33 00 for more information

Citrus Energy Are you concerned about how much you are paying for your energy bills?

Link has partnered with Citrus Energy to give you the best possible rates for gas and electricity.

Contact Citrus 0800 221 8089 or visit the website www.citrusenergy.businesscatalyst.com for more information. Citrus Energy is a ‘not-forprofit’ social enterprise.

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Link Laptop Loan Do you need a computer to help you look for work or apply for Universal Jobmatch or Universal Credit? Would you like to improve your digital skills but need a computer to practise on? If the cost of a computer is just too much, Link tenants can borrow a laptop to use.

Contact Link on 0330 303 0106 for more information

03451 400 100 csc@linkhaltd.co.uk

More than 500 of our tenants have taken out home contents cover under our scheme.

Link tenants can arrange for insurance cover for the contents of their home at an affordable rate.

The cover (specially arranged by Link) has been designed to help tenants and residents insure most of their belongings as easily as possible and covers them against fire, theft, flood, water damage and other household risks. The premiums start from £1.40 fortnightly (for tenants aged under 55) for a £9,000 sum insured; £1.08 fortnightly (for tenants aged 55 and over); for a £6,000 sum insured and just 87p a fortnight for tenants in sheltered housing (for a £4,000 sum insured).

Tenants and residents also have the option to include extended accidental damage cover, cover for wheelchairs/mobility scooters and hearing aids as well as for personal possessions away from the home (for an additional premium).

There are plenty of benefits and it’s quick and easy to apply.

If you have no home contents insurance you can apply for cover by calling:

Thistle Tenant Risks on 0345 450 7286 or visit www.thistletenants-scotland.co.uk where you can request further information or for a member of the Thistle Tenant Risks Team to call you.

Terms and conditions limits and exclusions apply to all covers. A copy of the policy wording is available on request. Thistle Tenant Risks is a trading style of Thistle Insurance Services Ltd. Lloyds Broker Authorised and Regulated by the Financial Conduct Authority. A JLT Group Company.

Registered Office: The St Botolph Building, 138 Houndsditch, London, EC3A 7AW. Registered in England No 00338645. VAT No. 244 2321 96.

Although Link tries to promote the best available services for our tenants, it is advisable to check with other companies to make sure that you are getting the best deal. If you do find a better deal elsewhere please let us know so we can share this with others.

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Do you need a LIFT to buy a home?

The Scottish Government’s Open Market Shared Equity scheme may be able to help you! The scheme helps people on low to moderate incomes who wish to purchase a home on the open market, but who can’t afford to pay the full market price.

If eligible, you pay between 60-90% of the purchase price of the property with the Scottish Government funding the remainder through an equity “grant” of between 10-40% The scheme is currently open to: l Social rented tenants l First time buyers (who have never owned or had their name on a mortgage in the past) l Serving Armed Forces Personnel, a recent veteran or the spouse/partner of recently deceased personnel killed on duty l Disabled people who need to move

For more information on how to apply:

Telephone 0330 303 0125 Email LIFT@linkhaltd.co.uk www.linkhousing.org.uk/lift

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03451 400 100 csc@linkhaltd.co.uk

Cannabis farm destroyed What should I do?

A cannabis farm was recently discovered in a flat in Falkirk. The If you suspect a property in your area may be being used as a cannabis farm or for illegal drug illegal drugs, worth ÂŁ33,000, use, you should call Crimestoppers on 0800 555 were found by the housing officer 111 or contact your local police station or housing officer. Don't approach the property or anyone on a routine visit. visiting it.

The plants were removed from the property by the police and destroyed. The (now former) tenant faces a possible prison sentence, suspension from registration with Link and may have difficulty obtaining housing in the future.

What are the signs?

Cannabis farms are relatively rare in Scotland. If you notice a combination of the following at a flat or house in your area, it's possible that it's being used as a cannabis farm:

Information received is treated in the strictest confidence.

Link works closely with the police and all information regarding the use of and selling of illegal drugs is passed on to the drugs squad to be investigated. We will take action against any tenants found guilty of dealing drugs and they may face losing their home as a result.

l The windows are always covered over from the inside. l No-one appears to live on the premises, and the property is visited for short spells only at unusual times of the day and night. l Large quantities of materials are taken to or removed from the property in bin bags or laundry bags – these could be filled with cannabis or growing products such as fertiliser. l The property has a vent sticking up from the roof or through a window. l A pungent smell comes from the property. l Machinery noises (for example, the noise of cooling fans) can be heard coming from the property.

Link is committed to providing safe and pleasant communities for our tenants to live in. By working together we can do this.

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Live Chat We are delighted to announce the launch of a new “Live Chat” service on our website. Tenants can now get live, realtime support from one of our customer service advisors without having to pick up the phone.

This new service is a quick way to get support and have queries answered.

It also has an automatic translation feature for people whose first language is not English.

To use this service, access our website www.linkhousing.org.uk then simply click on the “Chat with us” box that automatically appears at the bottom right hand side of the page.

eNewsletter update We want to provide you with the most up-todate information about the products and services we offer.

We want to do this by sending out our tenant newsletters electronically. This means you don't have to wait to get the information you need and we can save up to £40,000 a year!

By reducing the spend on the newsletters, we could:

To allow us to do this, we need your help. When you call the Customer Service Centre we will be checking the details we have on our system to make sure they are up to date. We will also ask you whether you would like to receive email newsletters from us which contain updates and details of services and products you can access.

If you don’t have an email address – then we can also help you set one up. Contact us on 03451 400 100.

l install 13 new kitchens or 14 new bathrooms l install new windows and doors to 20 flats l employ four modern apprentices

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Access for gas safety is a matter of life or death In the UK, an average of 40 people die from accidental carbon monoxide poisoning each year and many more people experience long-term health issues. This is a result of gas appliances and flues that have not been looked after properly.

If you have a gas supply or appliance which has been supplied and fitted by Link, for example a gas boiler, we have a strict legal duty to carry out an annual Landlord’s Gas Safety Inspection within 12 months of the previous inspection or installation.

Most tenants understand the importance of GasSure visiting each year to carry out this essential work. In 2015/16, over 71% of our tenants allowed access on the first appointment date. Nearly a third of tenants, however, refused access to GasSure, placing themselves, their families and neighbours at risk. We carried out 160 forced access visits to properties, wasting staff time and at considerable cost to Link and tenants. We are working with the Tenant Scrutiny Panel to look at how we can improve this.

Our gas contractor, GasSure, will contact you each year to arrange to do this. The inspection generally takes less than an hour and they will arrange the appointment at a time that suits you.

We prefer to carry out the required Landlord’s Gas Safety Inspection with the full consent of our tenants. Nevertheless we have the right to force access to carry out this work if it becomes necessary. We will force entry to

Please remember how important it is to have your gas appliances inspected annually to ensure they are safe to use.

properties where tenants have refused access or ignored all attempts to make contact with them. This action will only be used as a last resort but there is no exception made where access has been continually refused. A forced access visit incurs a considerable cost to Link and we are obliged to pass some of this cost onto you.

Tenants will therefore be charged for the cost of forced access visits.

We urge tenants to ensure everyone’s safety by allowing GasSure access.

For more information please contact our Asset Management Team on 01324 417118.

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SCHOOL OF HARD KNOCKS SCORES IN FALKIRK A seven-week rugby based employability course held in the Falkirk area has been deemed a resounding success.

The course was run by Link, in partnership with The School of Hard Knocks and ng homes.

14 unemployed men and women, over 18 years of age from the Falkirk area, took part in the programme that combined rugby training with life skills workshops.

Participants received fitness and rugby training from professional rugby coaches and players, as well as dedicated 1:1 personal and employability support. As part of the course, workers from LinkLiving’s SmartLiving project and School of Hard Knocks coaches taught life skills such as self-discipline, motivation, teamwork, leadership, interview techniques and CV writing.

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The programme proved to be a success, with a number of participants achieving a positive destination since taking part in the course: l Three gained full-time employment (two of these were during the programme) l Five completed work experience placements l Nine received SQA qualifications and Community Achievement Awards l Three were accepted for college l Two regularly volunteer and three continue to play and/or coach rugby.

Duncan Curran, a Link service user from Falkirk, credits his involvement on the programme for an increase in his confidence and his motivation. He said: “I would recommend this course. I really enjoyed it and would love to do it all again.”

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Since finishing the programme, Duncan has got a job and has continued his involvement in rugby by “hooking up with” a local club.

Due to the success of the programme, Link is currently exploring the possibility of running another course in Falkirk later in 2016.

For more information about future courses please get in touch with Link’s Employability Officer Grant Alexander on 01324 417194.

Update on The Housing (Scotland) Act 2014 guidance In the winter edition of the newsletter we told you we would include a feature on the changes to the Short Scottish Secured Tenancy (SSST) for anti social behaviour (ASB) and new grounds for streamlining eviction where there has been a criminal conviction. The guidance published by the Scottish Government has been delayed due to the election and will now be published in early summer. When the guidance is published we will let you know how we plan to implement it. This will include consultation on Allocations and ASB policies.

LINK SIGNS PLEDGE TO BUILD MORE AFFORDABLE HOUSING IN EDINBURGH Link is one of six Registered Social Landlords (RSLs) who have pledged to build 8,000 affordable and low cost homes in the capital over the next decade.

The pledge will match the City of Edinburgh Council’s plan to build 8,000 homes, which will bring an incredible 16,000 affordable and low cost homes to the capital over the next decade. Representatives joined senior Council officials at the City Chambers to sign up to the partnership. The housing associations are: Castle Rock Edinvar, Dunedin Canmore, Hillcrest, Home Group, Link Group and Port of Leith.

Syrian families welcomed by Link Link welcomed families from Syria to Scotland in November 2015.

The Private Sector Leasing contract, which Link manages on behalf of the City of Edinburgh Council, is providing accommodation for people arriving through the UN and Home Office-sponsored Syrian Vulnerable Persons Relocation Scheme.

Staff have been humbled by their experience of working with the families. They visited the local Mosque to make connections that will help resettle tenants. Staff also learned some basic Arabic phrases, in their own time, showing the sense of commitment to ensuring they do everything to welcome and integrate refugees into the community. Staff felt a great sense of achievement – they were helping people who have faced immense struggle and trauma. LinkLiving and other Link staff donated essential clothes and toys, demonstrating their commitment to Link’s values.

Staff in LinkLiving are also providing support services to the refugees to help them settle in.

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Advice Team Lottery Success Thanks to funding of £548,000 from the Big Lottery, the Tenant Transition Advice Service (TTAS) will continue for a further three years.

This is great news and will allow the team to base its Money Advice Officers in Link’s Falkirk, Cumbernauld and Edinburgh offices and continue to operate a home visit service.

money, sensible borrowing and access to digital services and training.

The team members provide assistance to tenants who are in need of financial advice such as income maximisation and support with debts. They also help with budgeting, saving

The team will continue to support tenants with a particular focus on supporting people who face a change in circumstances. This covers tenants who start (or stop) employment, young

people leaving the armed forces or care, individuals in their first tenancy, people suffering bereavement, or who retire, get married or divorced, or have a baby.

The team will help people plan for the changes and challenges life can throw at us.

DISABILITY LIVING ALLOWANCE IS ENDING FOR ADULTS Since June 2013, in Scotland, no new claims for disability living allowance (DLA) were allowed due to the Welfare Reform Act of 2012. It was replaced by Personal Independence Payment (PIP) for claimants aged 16-64. If you currently receive DLA and your care and/or mobility needs change, you are required to make a PIP claim. Even if you have an indefinite award of DLA you will be assessed for PIP as the qualifying criteria are different.

There is no automatic transfer to PIP. DLA claimants will be advised when their reassessment is due and will be invited to make a claim for PIP. It is important you make contact with the Disability Benefits Centre to discuss. Failure to do this will result in DLA money being stopped.

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You will usually be asked to attend a consultation as part of the assessment process. If you have a severe health condition or terminal illness, you may not be required to attend a face-to-face consultation.

If you were born after 8 April 1948 and receive DLA you will not be required to make a claim for PIP and you will continue to receive DLA for as long as you continue to satisfy the criteria. DLA will also remain the same for children under age 16.

If you receive Attendance Allowance you will not be affected by the introduction of PIP.

If your claim for PIP is unsuccessful or you require any advice, please contact Link’s Advice Services Team on 01324 417174.

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SHELTERED NEWS Coming Soon – Eldernet!

Link is working on a project specially designed for our sheltered housing tenants. This will allow them to share activities and interests safely and securely across all 12 sheltered housing areas using the magic of the internet.

We have called this “Eldernet”.

Eldernet is intended to let our sheltered housing tenants see and chat to each other on a large TV screen, play games, have special interest clubs, compete in quizzes, take part in courses and participate in exercise sessions and anything else they want to do. It will be run by tenants, for tenants.

Elaine has been with Link since August 2015 and has been spending time in the 12 sheltered housing areas getting to know tenants and staff.

The vacant Senior Housing Services Officer post gave the chance to offer a development opportunity to our existing Sheltered Housing team. As a result, two Team Leader posts have been introduced. Nancy Jack and Willie Graham were successful at interview and have already taken up their new roles. Both will continue to be based in their complexes but will take on additional duties that will support the Older Persons Service Manager and Sheltered Housing Officers.

Each complex will also get a new large-screen ‘smart’ TV in its shared lounge. A smart TV is linked up to the internet. You can watch BBC iPlayer, and the other channels’ version of catch-up TV, as well as get access to subscription TV and movie services such as Netflix. Tenants and their families and visitors will also be able to use a free internet connection which will be available in the lounge.

Sheltered Housing Forum The Forum met in March to bring together tenants from all Link’s sheltered housing to discuss service planning and the mobility scooter policy. If you are interested in attending a future meeting please contact your Sheltered Housing Officer.

Staffing changes Amy McKay, Older Persons Service Manager, retired in November, after 10 years’ service with Link.

Welcome to Elaine O’Hanlon, the new Older Peoples Service Manager.

Awards for All Congratulations to tenants at Castings House in Falkirk who were awarded a grant from Awards for All for £9840. The tenants plan to use this money to fund events and excursions for people living in the complex. Thank you to the tenants who took the time to work on the application. Thanks also to Janet Harrower, Sheltered Housing Officer, who supported the tenants.

Celebrating 25 years Glen Lyon Court celebrates its 25th anniversary this year. Nancy Jack, Sheltered Housing Team Leader, will be working with tenants to plan a celebration to mark this occasion. If you live at Glen Lyon Court and would like to be involved, please speak to Nancy.

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

REMEMBER TO VISIT AND LIKE THE LINK FACEBOOK PAGE. YOU WILL GET REGULAR UPDATES ON NEWS, JOBS AND EVENTS. www.facebook.com/ LinkGroupLtd

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 for 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 & Lochalsh HA on 01478 612035 if you live in Kyle of Lochalsh 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 2016.

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