Summer 2015 housing news accessible

SUMMER/AUTUMN

2015

housing news The newsletter for Link tenants

Inside: • New Neighbourhood Commitments • Tenant Gathering 2015 • Link Property launch in East Scotland region

www.linkhousing.org.uk

Hello from the editor

Hello, I hope you enjoy the latest news from Link.

Tenants have been busy this summer with lots of work, including developing our new Neighbourhood Commitments. My thanks to everyone who took part in neighbourhood walkabouts with staff. Inside you will find an update on our Charter Report Card and some recent successes in helping people into work. Come and support our Tenant Gathering event – please get in touch if you would like to book a place.

Leah Webb Tenant Liaison Officer

Craig Sanderson (Link Chief Executive) with Katherine Dewar, Pauline Barbour and Robert McDowall from the Lintel Trust.

Lintel Trust joins the Link group Housing charity the Lintel Trust has joined the Link group Lintel works with voluntary organisations and local communities throughout Scotland to help provide solutions and award grants for people in housing need. Its aim is to encourage and enable individuals to live as independent a life as possible in their homes and to play an active part in their communities.

Pauline Barbour, Lintel’s Operational Director, said

“This is a tremendous opportunity for Lintel to assist communities and groups across Scotland and marks a new chapter in Lintel’s growth after more than 30 years of assisting and supporting housing connected social enterprise projects.”

Roy Stirrat, Link Group’s Chair, added

“We are pleased to welcome Lintel and its Director, Pauline, into the Link group. This move ensures the expansion of social enterprise activity within the social housing sector.”

Pauline will still be based at the SFHA office at 149 St Vincent Street, Glasgow and can be contacted on 0141 567 6235 or by email on linteltrust@sfha.co.uk

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03451 400 100 or csc@linkhaltd.co.uk

THE GATHERING – FREE TENANT EVENT, BOOK YOUR PLACE NOW Saturday 10 October 2015 10.30am-2.30pm COSLA, 19 Haymarket Yards, Edinburgh EH12 5BH

We are pleased to announce the next tenant conference will be held in Edinburgh and is being organised in partnership with Dunedin Canmore and Horizon Housing Associations. The venue is centrally located next to Haymarket station – handy for the train or tram! The event will be an opportunity to discuss the latest hot topics in housing, meet other tenants and staff and to share experiences and learning.

We hope to have a mix of fun and interesting workshops, including: ✸ Health and wellbeing relaxation ✸ Launching Link Property in East Scotland region ✸ Bell Group decorating master class ✸ IT Time – learn how to use computers to save money

✸ The Apprentice – Find out about the range of employment and training opportunities available to tenants ✸ CSI investigates – hear how customer scrutiny is improving services ✸ Free money – accessing funding for tenants’ and residents’ groups ✸ Learn about community gardening ✸ Get involved in the rent consultation for 2015 ✸ Steamy windows – get impartial advice on condensation prevention and energy efficiency ✸ Advice and information stall marketplace ✸ Great raffle prizes – Marks and Spencer shopping vouchers, Tesco Hudl tablet computer and much more

We can provide travel and childcare expenses on request. Places will be allocated to Edinburgh, the Lothians, Fife, Borders, Falkirk, Stirling, Clackmannanshire and Perth and Kinross tenants first.

Parents (with children under 16) who attend will be allocated free tickets for the 2016 Link family day out to Edinburgh Zoo or Dynamic Earth attractions.

If you need any support to participate in the event then please let us know.

To book a place please call 03451 400 100 or email getinvolved@linkhaltd.co.uk

www.linkhousing.org.uk

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Linkscape – ready, set, grow Link has a new project called Linkscape, which has been set up to encourage tenants, owners and Link staff to work together to make environmental improvements in their areas.

The project has funding for one year and is initially focused on the Falkirk area – Wallace Street, Wright Street, St John’s Court, Thornhill Road and Glynwed Court.

So far it’s off to a great start with residents taking part in a community survey and consultation day at the Thornhill Community Centre. Linkscape is empowering the local community to take more ownership and control of communal areas, e.g., by re-planting bare areas with more colourful plants, doing litter picks and carrying out improvements to seating areas so residents can enjoy the outdoor space. Tackling fly-tipping and encouraging ways to make it easy for tenants to recycle is also a part of the project.

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03451 400 100 or csc@linkhaltd.co.uk

Falkirk Council is supporting Linkscape and it has provided free planters, litter-pick equipment and posters to encourage responsible dog ownership.

Tenants have shown an interest in setting up a local Tenants’ and Residents’ group to continue their involvement, partnership and influence.

Lindsay Anderson (resident) says ‘I am extremely pleased that the Linkscape project has started. I hope tenants will participate and enjoy the fruits of their labours. It makes a big difference to your day when you look out the window and see a well-kept communal area which residents can enjoy. It also provides the opportunity for tenants to get to know one another.’

If you live in these areas and want to get involved with Linkscape please contact Leah Webb or Eleanor Henderson on 03451 400 100 or email getinvolved@linkhaltd.co.uk

Hello, my name is Fraser Davidson. I am the Supervisor for Linkscape. I have more than 18 years’ experience in a variety of landscape gardening and grounds maintenance roles.

I have two trainees – Connor and Joe .

They have an apprenticeship with Link and the Employment Training Unit and are working towards their RHS Horticultural Level 2 Qualification.

The response from residents so far has been great. People care about their environment and have some great ideas to make the place look better and feel safer. During the coming months we are looking forward to working with tenants, to build a good solid relationship and enhance the garden areas with lots of colour and vibrancy that everyone can enjoy. If you see us in the area and you’re looking for some advice, give us a shout, we are always happy to help.

www.linkhousing.org.uk

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Link Listening – Working together to improve our neighbourhoods Our Neighbourhood Commitments and Standards We worked with tenants and staff to write a new set of standards and service commitments for neighbourhoods. We enclose with this newsletter a copy of the minimum service standards which give clear information on what tenants can expect from Link and also tenants’ responsibilities to take care of the neighbourhood.

Tenants have given the thumbs up and approved the new standards which will be available on Link’s website and will also be issued to all new tenants. www.linkhousing.org.uk

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Neighbourhood Commitments 1. We will provide attractive, well-maintained neighbourhoods that are clean and safe during the day and at night.

2. We want everyone to be proud of their neighbourhood and accept we all have a responsibility to foster good neighbour relationships and that we will work towards this goal.

3. We will have a lifecycle (planned) approach to investing in the external environment and will prioritise investment decisions with those who live in the area.

4. We will provide opportunities for tenants and owners to influence decisions about the neighbourhood and work in partnership with other interested parties to achieve this goal.

5. We will clearly communicate our decisions to customers and to each other to foster a more joined-up approach.

6. We will empower front-line staff to take collective decisions with customers.

03451 400 100 or csc@linkhaltd.co.uk

Annual Neighbourhood Inspections We invite tenants and owners once a year to accompany staff on walkabouts in their locality to identify improvements – such as common areas, lighting, pavement slabs, paths and fences.

From September 2015 we will provide feedback within four weeks on any work noted during the walkabout and timescales to address the issues identified.

If you would like more information on your neighbourhood walkabout, please contact your Technical Service Officer or Housing Officer on 03451 400 100 or email csc@linkhaltd.co.uk

Bernard Street, Edinburgh inspection The drying area hadn’t been used for a number of years, with vegetation and rubbish building up over time. After speaking to tenants and owners we cleared out and freshened up the area and cut back the vegetation as well as installing rotary driers. The residents in the block can now make use of the drying facilities as well as the small lowmaintenance garden.

Before

Crack down on flytipping and dumping Fly-tipping and littering is a nationwide problem. At least £46 million of public money is spent removing litter and flytipping in Scotland, and the wider negative impacts impose at least an additional £25 million in costs to our economy and society.

Did you know that it is a criminal offence to litter or fly-tip? Anyone who drops litter can be issued with an £80 fixed penalty notice; failure to pay may result in prosecution and the risk of a fine of up to £2,500. The fixed penalty notice for fly-tipping is £200. If you don’t pay it then you may be prosecuted and risk a fine of up to £40,000.

On a recent visit to Dryburgh Way, Grangemouth, we discovered several large items of rubbish dumped in the bin store.

Working with Falkirk Council’s Community Safety Team, we identified the culprit (a tenant) who was fined £200 which had to be paid within two weeks.

After

During 2014/15, we paid more than £15,000 to clear out bin stores, uplift rubbish and large items discarded in communal areas in the West and Central areas alone. This is a waste of money and can be avoided if tenants dispose of refuse responsibly.

Thank you to tenants who recycle and take care of their area. We encourage everyone as part of our new Neighbourhood Commitments to do so.

www.linkhousing.org.uk

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SCHOOL OF HARD KNOCKS Four Link tenants took part in the School of Hard Knocks 8-week, rugbybased employability programme.

involvement on the programme.

John MacMillan, a Link tenant from Edinburgh, had been out of work for eight years. He signed up to the programme in the hope of getting fitter. Since starting the

A graduation evening was held on 6 May at Hibernian FC where those who completed the course received their Certificates of Achievement from Glasgow Kelvin College.

course, he is swimming several times a week and regularly goes to the gym with other participants on the course. Most importantly for John, he now volunteers in a record shop and has been accepted onto a Music Business HNC course. John credits his involvement on the programme for increasing his confidence and improving his motivation.

Link is currently exploring the possibility of running this course in other areas. For more details, contact Grant Alexander, Employability Officer, on 03451 400 100.

Overall, 65% of the 22 course participants went onto further training, volunteering or employment as a result of their

Changes to the way we advertise properties Properties in Edinburgh and Inverclyde

We no longer advertise properties for rent in the Daily Record newspaper and now only advertise available properties (except in Edinburgh and Inverclyde) using the Homehunt website www.homehunt.info This change is in response to a recent survey which highlighted that the vast majority of applicants apply for properties online.

Other ways to apply

Weekly adverts will appear online at 5pm every Monday on the Homehunt website and will close to bids at 10am the following Monday. You need to have your registration number and password to use your online account.

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If you are unable to view properties on the Homehunt website you can call our Lettings Team on 03451 400 100 (choose option 3) to find out what is available and apply for any properties over the phone.

Please have your registration number ready when you call us.

Alternatively, you can go into your local council offices to view available Link properties.

We will still continue to advertise properties for rent in Edinburgh through the EdIndex Common Housing Register, in the Edinburgh Evening News and on the ‘EH – Your Key to Choice’ website www.keytochoice. scotsman.com In Inverclyde we advertise through the Inverclyde Common Housing Register (ICHR), in the Greenock Telegraph and on the ICHR website.

03451 400 100 or csc@linkhaltd.co.uk

www.scottishhousing connections.org/HA/ Inverclyde-CommonHousing-Register/

Link Property launches in the East – October 2015 Link’s in-house repairs and maintenance service, Link Property, will start delivering the repairs service to tenants who live in the east of Scotland (Edinburgh, the Lothians, Borders and Fife) from 1 October 2015. The service has been running in west and central areas for the past 18 months with tenant satisfaction at record high levels.

We now have 27 full-time trades people and three apprentices working for Link Property – look out for the Link Property vans in the east area from October!

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 03451 400 100 or 0330 303 0013 (from a mobile) and choosing option 2.

• By email lharepairsteam@ linkgroup.org.uk

www.linkhousing.org.uk

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REGIONAL ROUND-UP l Tenant Information Service (TIS) held a successful annual conference in June at the Crown Plaza Hotel, Glasgow. l Luss residents helped organise a successful Luss Highland Games in July. l Jamaica Mews, Edinburgh – local meetings were held with residents to discuss options for the laundry room following the installation of washing machines in flats. l Buccleuch Street – local meetings were held to discuss neighbourhood inspections and the floor covering upgrades.

Tenant group updates l Growing Beardmore meets monthly to progress plans for a community garden in Dalmuir. It held a successful community survey day to gather ideas and support for the project. It is currently working with Link on funding options, permissions and ideas for the site design. The group has replanted the border of the kids’ play park to make it safer and look brighter. Thanks to the Linkscape team who helped tenants with planting and advice. l Carrickstone Tenants’ Association held its AGM in August.

Luss Highland Games.

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03451 400 100 or csc@linkhaltd.co.uk

Children from Beardmore painting in the play park.

Roy Stirrat (Link Group Chair) presented the tenants with their City and Guilds certificates at the graduation ceremony.

City & Guilds computer training Congratulations to everyone who passed the City & Guilds Online Basics exam. 21 tenants from West Lothian and North Lanarkshire passed and received their certificates from Link Chairman Roy Stirrat at a ceremony at Kirkshaws Neighbourhood Centre.

19 tenants on our course in Falkirk have just sat and passed the exam. Well done everyone!

Falkirk FREE Laptop Loan Scheme Do you live in a house with no computer?

Have you thought about buying a computer but it’s too expensive?

Would you like to try before you buy?

We have launched a Laptop Loan Scheme for tenants in Falkirk (soon to be extended to other areas) which allows those who participate to spend a day training on how to use a laptop, get advice to use it safely and then take it home to use!

Having a computer or laptop at home could save you time and money and we would love to find out how you would use it.

To look for work?

To help your kids with their homework?

Write that novel you always wanted to?

If you live in Falkirk and are interested in a laptop loan contact us on 0845 143 0040 or from mobiles on 0330 303 0106 or by email on TTAS@linkhaltd.co.uk

South Lanarkshire Online Learning If you are a member of a library in South Lanarkshire you can enrol with Universal Class, a free online learning resource.

It covers a range of subjects from languages to law; photography to psychology; spiritual studies to social work and much more. You can use Universal Class in the library or in your own home.

All you need is the number which appears on your library card and an email address to register. www.slleisureandculture.co.uk/SLLC/news/ article/845/universal_class

Market on the Corner – Glasgow Barras A new monthly market in Glasgow which runs the first weekend of each month. What makes it different from your regular market? All the stalls it has are going to be taken up by social enterprises.

You can find them at The Barras Market, right on the corner of London Road and Bain Street.

FREE ENTRY 10am-4pm

www.linkhousing.org.uk

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Our Charter Report Card 2014/2015

We submitted our performance information for 2014/15 to the Scottish Housing Regulator (SHR) in May. The information we submit is published by the SHR and can be found on its website. www.scottishhousingregulator.gov.uk/find-andcompare-landlords.

SHR collects a range of financial and performance information about each landlord. You can compare Link’s performance to the Scottish average and to other landlords across Scotland by using the comparison tool.

We are currently working on our Charter Report Card which will be published in October.

We have agreed with the Tenant Scrutiny Panel not only the format we think will be easiest to read but also the content tenants are most interested in.

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Some information will be the same as last year – such as overall satisfaction with Link, communication and participation outcomes.

This is because we conduct a large-scale tenant satisfaction survey every three years.

Where we have more current information, for example on repairs satisfaction we will provide updated information.

Generally, although our performance is similar to last year, we are pleased we have made some improvements.

We have improved ‘right-first-time’ repairs, increased tenant satisfaction on moving, our response time for repairs and overall satisfaction with repairs. This is due to our in-house repairs team Link Property delivering an excellent service in central and west areas and we are delighted it will be extended into Edinburgh, Fife, Lothians and the Borders in October.

03451 400 100 or csc@linkhaltd.co.uk

Below is an example of some of the performance improvements.

Link 2013/2014

Link 2014/2015

9 – Percentage tenants satisfied with standard of home when moving in

89.4%

92.5%

13 – Percentage reactive repairs completed right-firsttime

78.1%

88.4%

14 – Percentage of reactive repair appointments kept

93.6%

96.8%

16 – Percentage tenants satisfied with repairs service

93.1%

95.7%

39.49%

30.08%

18 – Percentage tenancy offers refused

At the time of publication of this newsletter the SHR has not calculated the national averages yet for comparison and we will include these in Our Charter Report Card.

Nevertheless, our Charter Report Card is only part of the performance story – we believe that your feedback, staff feedback, complaints and tenant scrutiny activities also tell us lots about our performance. In the report we will include an update on how tenant scrutiny activities have influenced and improved the service.

Last year we posted a copy to all tenants. This year it will be available on Link’s website for you to review (we will let you know when it is available). If you would like a hard copy of the report please call 03451 400 100 or email csc@linkhaltd.co.uk

www.linkhousing.org.uk

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CUSTOMER FEEDBACK

Complaints by service Reactive repairs

244

Tenancy management

54

Factoring

43

Estate management

43

Cyclical maintenance (landscaping, etc.)

34

Planned maintenance (improvements and renewals)

32

Gas servicing

30

Development

23

Rent arrears

8

Customer support team

4

It is also pleasing to note that the percentage of complaints about repairs fell from 53% to 46%.

This is backed up by improved satisfaction levels with our in-house repairs service delivered by Link Property.

Income team

3

Link2Let

3

Lettings team

1

House sales

1

We were also more effective in meeting timescales, responding to 93% of first stage complaints on time compared to 85% in 2013-14. We also achieved an 80% success rate for second stage complaints, up from 77% the previous year.

Finance team

1

Although there is still room for improvement in how we handle customer complaints, our performance in 2014/15 was significantly better than during the previous year.

There were 524 complaints in 2014/15 compared with 661 in 2013/14, a reduction of over 20%. This statistic alone does not necessarily prove we are getting better, but an analysis of the types of complaint shows we greatly reduced the number of complaints that were caused by poor communication.

Another pleasing aspect was an increase in the number of compliments received – up from 151 to 218. We always appreciate positive feedback!

Total

524

What we are doing to ensure we keep on improving We have an ongoing programme of training for staff on effective complaints-handling which focuses on the skills necessary to deliver excellent customer service.

Complaints by category Failed action

169

Standard of service

158

Communication

49

Contractor attitude

40

Staff attitude

34

Policy

31

Staff error

19

Missed appointment

13

Failed procedure

11

Total

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524

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

We will shortly be following up on a random sample of complaints to check that customers were satisfied with the way the complaint was handled from start to finish. We will also be asking about satisfaction with the outcome and that any promised follow-up actions were carried out.

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

03451 400 100 or csc@linkhaltd.co.uk

Universal Credit is upon us!

Universal Credit (UC) is rolling out across the country and a number of our tenants are now in receipt or in the process of making their claim. It is important that you tell Department for Work and Pensions (DWP) that you are a tenant and are responsible for paying rent. DWP will require you to provide proof of your tenancy and the amount of rent you are responsible for.

The Advice Team is here to help and offer support to tenants throughout their journey in claiming UC. Here is what one Link tenant thought about her experience in claiming UC in June 2015.

“The process has been a nightmare – attending the Jobcentre and completing the claimant commitment. It was very intrusive and the process was very forceful with regards to proving my job search activity.

My experience wasn’t all negative though. Communication from the UC department has been perfect. I followed the guidance issued to me by attending the Jobcentre every two weeks and provided evidence for my UC claim.

payment will be made to include my full housing element cost.

I understand it is my responsibility to pay my rent and I have made arrangements with Link to do so. Thanks to the Advice Team who helped me understand what I am entitled to and what I need to do.”

I appreciated the follow-up when my claim was being processed.

I have been kept informed along the way and I have now received a letter advising that my UC

For further information on UC or any other benefit enquiries contact the Link Advice Service on 01324 417174.

The tenant is now also on a reserve list with the Advice Team for future computer courses which will assist her in improving her employment prospects.

WIN £25 VOUCHER Hidden in the word search are some types of advice you could get from the Advice Service, however one word is missing!

To enter the draw for the voucher, please find the word and either call 01324 417174 or email AdviceServiceTeam@linkhaltd.co.uk with the answer your name, address and telephone number.

Closing date is 9 October 2015.

A S R W D A G V H K I W H N H O S

F N Z G B H T O O V O E R F I P A

Z N K Y R O I N U T Q A X E X A S WW X WN P C R O U S I N J WG A P I Y T I C M E I N S B A N K I Y I O G T L F A R E C C D M E H F T L D D Y U X A C U F Z W C A T A L

T I D L E G R I U N N F N X T N O

K D J L D B I R R G P U B D L M G

G E B S I E F T A B Y N T A I P U

Q L R C AW J H T C N E W I C E N C D J H T D U SW I B C N S J E S

X E X E A F G L E H Q N L Q U G L

G Z N S R I R E X S Y P B S O B X

Z L I A D T V S L A E P P A C F F

Y R E D S Q M M I Z S T N A R G X

E N I L N O G N I T T E G Z G L H

Appeals (Benefit) Banking Catalogues Council Tax Credit Cards Credit Unions DLA (Disability Living Allowance) Electricity Universal Credit ESA (Employment Support Allowance) Gas Getting Online Grants Home Insurance Housing Benefit PIP (Personal Independence Payment) Welfare Fund (Scottish Welfare Fund)

www.linkhousing.org.uk

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Sheltered chatter Welcome to new staff

Happy 100th Birthday

Welcome to Elaine O’Hanlon who is the new Senior Sheltered Housing Officer.

Mrs Isabella McIlree, a tenant for 25 years in Peel Court Cambuslang, celebrated her 100th Birthday in July with family, friends and neighbours.

retrospectively and will consult with tenants in individual sheltered housing schemes to decide what happens next year.

Tenants will have the choice to take out a licence or not and there will be a small fee if tenants decide they want this service.

Happy Birthday to Tommy in Claddens Place who celebrated his 100th Birthday in March.

Sheltered Housing Forum update

Welcome Rita Young (left) the new Sheltered Housing Officer for Ben Lui in Cumbernauld.

The next Sheltered Housing Forum meeting will be held in October 2015. Tenants will be notified by their Sheltered Housing Officer with details of the next meeting. Tenants are invited from all 12 Sheltered Housing complexes to discuss shared issues and service planning.

Happy retirement Rita Kirby Rita worked in housing for over 30 years and with Link as Senior Housing Officer for the past eight years. Rita celebrated her retirement in July and she will be missed by tenants and colleagues – everyone wishes her all the best for the future.

DVD Licenses

Rita Kirby (right).

Link has been contacted by the Motion Picture Licensing Corporation who say that a licence is needed for playing DVDs in communal lounges. Link will pay the fees for last year

The Forum met in March to take part in the Neighbourhood Commitments consultation – see page 6 for details of the consultation. Tenants discussed what makes a great neighbourhood and tenants’ and what would be Link’s responsibilities to achieve this.

The Forum also met in late August (after the publication of this newsletter). An update on the August meeting will be included in the winter edition of the newsletter.

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, Interim Permissions Reference Number: 643282. Part of the © Link Group 2015.

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03451 400 100 or csc@linkhaltd.co.uk