Link Housing Tenants Newsletter October 2012

AUTUMN 2012

housing The newsletter for Link tenants

Improvement plans for repairs service

You have told us that our top priority should be improving your satisfaction with the repairs service.

In consultation with tenants, we are progressing plans to develop an in-house trades team to carry

out repairs in your home. This means that we will employ our own trade staff rather than using an external private contractor to carry out repairs. The team is due to start work in Spring 2013, with the Central area being the first to receive repairs (comprising properties in Falkirk, Stirling and North and South Lanarkshire).

We then aim to roll the service out over the next five years until the majority of repairs are carried out by our trades team. It is hoped that other benefits to the community may be achieved as the team grows – for example, employment and training opportunities.

We will form partnerships with other contractors and providers to deliver specialist services, but

news INSIDE Annual General Meeting

How good is our Estate Management?

How did we perform?

97%

100 80

96.4%

80.3%

60 40 20 0

Link Emergency

Link Emergency

RSL Average

2010/11

2011/12

2011/12

the large majority of day-to-day repairs will be completed by Link’s staff by the time all areas are covered.

Our aim is to develop services that can better meet your needs and expectations and so we have greater control over our service performance.

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

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Link’s Annual General Meeting

Margaret Burgess, the newly appointed Minister for Housing and Welfare, said:

Link Chief Executive Craig Sanderson, Housing and Welfare Minister Margaret Burgess and Link Chair Peter Foreman.

Link celebrated its 50th birthday at its AGM and drinks reception at The Sheraton, Edinburgh on 14th September 2012.

Among the 200 guests were staff (past and present), tenants, members, supporters and others who have helped Link grow and evolve into one of the leading and most respected social enterprises in Scotland.

“Over the last 50 years Link has consistently demonstrated an outstanding commitment to affordable housing. It is a respected, nationwide housing association that has grown beyond its Edinburgh roots, to offer a range of housing services to communities in the Highlands, the central belt and the Borders. Link are to be commended for 50 successful years that have been punctuated by commitments to the welfare of tenants, to social justice and to social inclusion, which are also priorities for the Scottish Government.”

If you would like to find out more about Link’s History then check out the special book that was produced to highlight and celebrate our achievements over the past 50 years. You can find it on our website here http://linkhousing.org.uk/ about-us/history-of-link/ or email aran@linkhaltd.co.uk to request a hard copy.

Residents from Oatlands with Link’s birthday cake.

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www.linkhousing.org.uk www.facebook.com/LinkGroupLtd @Link_Group_Ltd

Edinburgh Tenants Federation Link wants to increase the number of tenants involved in tenants’ groups in Edinburgh and the surrounding areas. Supported by Link, the Edinburgh Tenant Federation (ETF) will provide Link tenants with advice and training.

Who are they?

The Edinburgh Tenants Federation is a voluntary organisation that seeks to represent tenants and residents across Edinburgh, and to help tenants’ and residents’ associations throughout the city to work with their landlords to ensure that they have a say in the running of their communities.

What it does ETF helps and supports the establishment of local groups by providing information, advice and training. It has members from housing associations such as Dunedin Canmore, Castle Rock Edinvar and Port of Leith as well as tenants of the City of Edinburgh Council.

How it works ETF members elect an Executive Committee which meets monthly and takes responsibility for the day-to-day running of the Federation.

ETF has specific groups to deal with major ongoing work such as repairs, regeneration and multi-storey flats. These groups are open to all interested tenants. They respond to every request for support from tenants’ organisations and individuals who wish to set up local groups. They keep their members and supporters informed of their work through their newsletter, Tenants Voice, and through regular mailings reporting back on their activities.

How they help you ETF has an office in the Leith area of Edinburgh where staff are happy to provide information, advice or support. They respond to every request for support, either by offering practical advice or by directing callers to someone better placed to help.

For more information, contact the Federation office on 0131 475 2509 or email info@edinburghtenants.org.uk

Listening and acting on customer feedback Link has recently adopted a new way to deal with all complaints.

This is known as the “new model complaints handling procedure” issued earlier this year by the Scottish Public Services Ombudsman (SPSO).

The new procedure is more streamlined, reducing the number of stages to two – front-line resolution and full investigation. If customers are not satisfied with Link’s response to complaints after a full investigation, they can then refer them to the Ombudsman.

We are reviewing our working practices to ensure that we achieve satisfactory outcomes at the front-line stage wherever possible.

Link values customer feedback, both negative and positive, and we are updating our computer system to enable us to record, analyse and report on all issues raised by our customers. We will regularly report on our performance in this area, including any service improvements which result from customer feedback.

If you need to make a complaint please complete our online complaints form at www.linkhousing.org.uk or call 08451 559 559.

valuing people, providing homes, building communities, working together

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Future tenant meetings We are reviewing our allocations policy and we want to make sure it is futureproofed to ensure it takes into account any changes caused

by Welfare Reform. As a landlord, our allocations policy is heavily influenced by legislation and cannot be changed. Nevertheless, there are some decisions that we can make for ourselves and we would like your views on issues such as: ● What priority should we give to current tenants who need a smaller property? ● What occupancy standard should we have, i.e., the number of bedrooms we give to new tenants? ● How should we define “unsatisfactory housing conditions”?

We would also like to hear your thoughts and views on the way we set our rents and what we should take into account when we do so.

If you would like to attend these meetings please call Eleanor Henderson or Leah Webb on 08451 400 100 or email leah.webb@ linkhaltd.co.uk Transport and refreshments will be provided.

Tuesday 30th October 1.30-4pm Premier Inn, 187 George St, Glasgow, G1 1YU. Tuesday 6th November 5.30-7.30pm Link Office, Watling House, Falkirk FK1 1XR. Tuesday 6th November 1-3pm Premier Inn, 1 Morrison Link , Haymarket, Edinburgh EH3 8DN. 4

Tackling Anti-Social Behaviour Anti-social behaviour is a blight on any community and impacts negatively on people’s lives. Link is committed to ensuring tenants feel safe and secure in their homes and neighbourhoods and will support and work closely with those involved to achieve this.

Anti-social behaviour comes in many shapes and forms and often occurs at times outwith normal working hours. Not all anti-social behaviour can be resolved by Link, as the powers we have are limited to what your tenancy agreement says.

In the first instance and where the behaviour is lower level (e.g. occasional loud music, door banging etc.), tenants are advised to speak to their neighbours about this if they feel it is safe to do so. This approach can often lead to resolving the matter very quickly and amicably, as very often the person causing the disturbance is not aware they are upsetting their neighbours.

Mediation is often a very successful way of reaching a solution and most councils offer a free independent mediation service that Link can use.

Where the behaviour is more serious it needs to be reported to the Police in the first instance, and then to your Housing Officer.

Unfortunately, there is often no ‘quick fix’ solution to situations like this. We are committed, however, to working closely with other agencies and organisations to reach a satisfactory outcome for all those affected, including in many cases the alleged perpetrator.

On the occasion that a solution or agreement can’t be reached, and if we have enough corroborated evidence, we will proceed with more formal action against the person causing the disturbance. We cannot act on hearsay or rumours, therefore it is very important that you involve the Police and/or get neighbours who have also witnessed the event to contact us.

In our experience there is often a reason behind someone behaving unreasonably. These reasons can include alcohol or drug dependency or mental health issues which affect their behaviour. In circumstances like this, there is a need to tap into the services of other agencies, for example Social Work or other Support Agencies. This multiagency approach often results in a positive outcome to the situation for all involved.

If you are suffering because of unreasonable behaviour caused by someone living near to you, then you need to tell us about it. We can give you advice on what can be done and what steps you can take. Don’t suffer in silence – if you want further advice contact Link on 08451 400 100.

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

Estate Management Tenant-led inspection completed

A number of recommendations were made by the team. These were: ● Joint inspections of Housing and Maintenance Officer to be re-established.

Tenants to be invited to take part in walkabouts at least once a year ● Communication with tenants to be improved, for example information to be sent out letting tenants know what they can expect from landscaping and close cleaning services ● Tenants to be involved in deciding who the next landscaping contractor is

The tenant-led inspection team is a group of tenants working in the interest of all Link’s customers and staff.

The team believes that tenants should be involved with Link as the landlord, to make sure that you get the services that you deserve and pay for. A tenant-led inspection is a way for tenants to monitor and evaluate Link’s performance and be in a position to make suggestions to improve the service. Recently, the team carried out surveys, estate walkabouts and interviews with staff and contractors and spoke to over 70 people to include their views across 10 sites in the central belt.

The topic of estate management was chosen by the inspectors because the estate management policy and procedures are due for review, and the landscaping contracts are due for renewal. So, the team felt it was a good time to

● Monitoring systems to be established to analyse informal complaints relating to estate management ● Contractors to improve onsite supervision of staff influence the future of these services. From the inspection it was found that: ● 7 of the 10 sites were well maintained and in good condition ● Flytipping is an issue in 4 out of 10 sites ● Residents’ views of Link staff were overwhelmingly positive in 9 out of 10 sites ● There were excellent examples of residents taking care of their area and gardens ● People feel safe living in a majority of the areas

● Monitoring system to be established to show how service charges are spent, to ensure that all money collected for estate management is invested on site ● Some sites to have investment in communal areas

Look out for the action plan in the next edition of the newsletter. If you are interested in joining the tenant-led inspection team contact Leah Webb on 08451 400 100.

● Graffiti and vandalism is not an issue in the areas visited

www.linkhousing.org.uk www.facebook.com/LinkGroupLtd @Link_Group_Ltd

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How did we perform in 2011 – 2012?

Every year all Registered Social Landlords (RSLs) are measured against a range of performance targets.

The Scottish Housing Regulator (SHR) publishes this information which allows us to compare our performance with other similar RSLs and identify areas for improvement. The SHR’s information is not yet available for 2011/12 so we have compared our performance with the average performance of the 49 RSLs which participate in an independent good practice group – the Scottish Housing Best Value Network.

Customer satisfaction with reactive repairs 93.6%

100

84.0% 80

73.6%

60 40 20 0

Link Satisfaction

Link Satisfaction

RSL Average

2010/11

2011/12

2011/12

Emergency repairs carried out within timescale 97%

100 80

96.4%

80.3%

60

Customer satisfaction with reactive repairs, which was adversely affected by the changes to our repairs contractors, also improved significantly during 2012/13. It is a priority for Link to improve this figure further during 2012/13.

Average time it took to relet a property (in calendar days)

40 20 0

Link Emergency

Link Emergency

RSL Average

2010/11

2011/12

2011/12

Days 40 35

35 29

30

22.5

25

The graph shows that Link’s performance on emergency repairs has improved significantly from 2010/11 when the percentages were lower because our repairs contractor went into administration. Link’s performance is slightly better than the average RSL performance.

6

20 15 10 5 0

Link

Link

RSL Average

2010/11

2011/12

2011/12

valuing people, providing homes, building communities, working together

It is important for us to let our properties quickly so we can keep our rents affordable and provide homes for people in need. During 2010/11 we were not able to meet our targets due to the changes to our repairs contractors. We improved our performance during 2011/12 and indications are that performance has continued to improve during 2012/13.

Percentage of non-technical rent arrears

3.5 3.0

2.71%

2.94%

2.40%

Link

Link

RSL Average

2010/11

2011/12

2011/12

Performance monitoring next year From next year we will be measured against the Scottish Social Housing Charter Outcomes. The Charter has seven sections covering: equalities; the customer/landlord relationship; housing quality and maintenance; neighbourhood and community; access to housing and support; getting good value from rents and service charges; and other customers. It contains a total of 16 outcomes and standards that social landlords should aim to achieve. As a Registered Social Landlord, Link will have to report on 14 of the 16 outcomes. More information will be published online at www.scottishhousingregulator.gov.uk

2.5 2.0 1.5 1.0 0.5 0.0

During 2011/12 our rent arrears rose slightly from the previous year. Helping tenants to sustain their tenancies by reducing rent arrears will continue to be a focus for our work, particularly with the challenges of Welfare Reforms and the changes to Housing Benefit.

Complaints monitoring

80

78

70

No. of Complaints

The complaints table on the right shows that repairs and maintenance has been the most significant area of concern (see articles on page one and page three to see how we are addressing this).

60 50 40 30 6

10 0

16

15

20

Repairs

1

4

Factoring Contractor Allocations

Planned Arrears Maintenance

8 Staff

2 Anti Social Behaviour

Complaint Type

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

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Annual asbestos surveys

Usually, stories on asbestos only appear in the headlines if something has happened.

This can sometimes give out the wrong message about what asbestos is and how it can be treated. Link wants to keep you properly informed about asbestos, so that you know what to do if you find asbestos in or around your own home and when to contact Link (if you have any questions or concerns).

built or refurbished since the mid 1990s. It was used for its insulation, strength and fire retardant properties and would be most commonly found in the following places: ● Corrugated cement roofing on garages etc. ● Guttering and downpipes ● Bath panels ● On the back of cupboard doors or behind electricity meters ● Boxing to pipes

Asbestos is a naturally occurring material that was commonly used in buildings from the 1930’s but most extensively during the 60’s and 70’s. It was still being used to a lesser extent until the mid-1980s, but it is very unusual to find the material in properties

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● Plastic floor tiles ● Textured decorative coatings e.g. Artex Link carries out annual surveys to check for and record all places where asbestos exists in

common areas and has extended these surveys to included information on where asbestos may be in our tenants’ homes. The surveys also note the condition of the asbestos and this prompts any repair or removal actions needed. To ensure that the risk of exposure to asbestos in Link properties is prevented we have a policy and procedures in place which are reviewed annually.

Once the annual surveys have been carried out we will contact those tenants whose properties may have asbestos-containing materials in their homes to provide more information and detail any actions required.

If you want to carry out any DIY or alterations to your home and have concerns there may be asbestos within your property, then please contact Link, where guidance and advice will be provided.

Please remember, asbestos is quite safe until it is disturbed (drilling, rubbing down or removing the material containing asbestos). The Health and Safety Executive (the Government department with responsibility to control the use of asbestos) says: “Asbestos is not a risk if it is in good condition and is not disturbed.”

For more information you can go to the Health and Safety Executive’s website www.hse.gov.uk/asbestos or phone Link on 08451 400 100.

www.linkhousing.org.uk www.facebook.com/LinkGroupLtd @Link_Group_Ltd

Moving on up Tenant feedback through the satisfaction survey said that you would like more information on the range of options Link can offer for you to buy or rent a home in addition to our choice-based lettings through Homehunt.

Whether you want to rent, buy or own a part share, we can help you find the housing option that’s right for you: Shared Ownership

Shared Equity

Intermediate Rent

You choose to buy either a 25%, 50% or 75% share in a property and pay an occupancy charge (or rent) to Link on the remainder. You are the home owner and responsible for repair and maintenance costs for the property. We have a number of new and previously owned properties for sale.

The Scottish Government funds a number of schemes where you choose to buy an equity stake in a property (normally 60% to 80% to the outset ) and receive a loan with no interest charges which is repayable when you move or decide to buy out the Government’s remaining equity stake. You can either buy a property on the open market (OMSE) or a new build property (New Supply Shared Equity) from Link or one of the developers we work with.

Link is developing a new type of home with rents significantly less than current market rents.

These homes are targeted towards working households with low priority on our Homehunt allocation system.

These properties come with fitted flooring, window blinds or curtains and some kitchen white goods. These are let on a short assured tenancy subject to a satisfactory application and tenancy reference with the requirement to pay one month’s rent as security deposit.

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Here are details of the properties that we have available (or which will be available soon) in each of these housing options. For more details on any of these properties please go to www.linkhousing.org.uk/our-services/find-a-property/buy-a-home-from-us

Shared Ownership New Build Location

Property type / size

Cost

Kings Place, Craigmillar, Edinburgh EH16 4NZ

1 Bedroom Flats

£23,750

2 Bedroom Flats

£28,750

2 Bedroom Duplexes

£32,500

All prices based on a 25% Share Purchase with Occupancy Charge due on the remaining 75% Share

Shared Equity New Build Location

Property type / size

Cost

Kings Place, Craigmillar, Edinburgh EH16 4NZ

1 Bedroom Flats

£57,000 (based on 60% Equity Purchase)

4 Bedroom Terraced Townhouses

£102,000 (based on 60% Equity Purchase)

2 Bedroom Duplexes

£32,500 (based on 60% Equity Purchase)

Lomond View, Barrhead G78 2EG

2 Bedroom, Upper Cottage Flat

£52,800 (based on 60% Equity Purchase)

Broadwood Cumbernauld G68 (COMING SOON)

2 Bedroom Terraced Villa

Price to be confirmed

For more information contact our dedicated team on: Telephone: 08451 550019 Email: LIFT@linkhaltd.co.uk Or check out our website: www.linkhousing.org.uk

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

Shared Equity with Developers These are just some of the developments that are currently available.

Call the developer listed for more information.

Developer

Project

Number of Units

Hagan Homes Sales Office tel: 0141 556 5000

Smithcroft Road, Glasgow 2 Bedroom Flats

3

Persimmon Homes Sales Office tel: 0131 334 2095

Ashwood Gait, Edinburgh 2 Bedroom Homes

6

Persimmon Homes Sales Office tel: 01563 524359

Bowmore Road, Kilmarnock, East Ayrshire 2 Bedroom Flat

Ogilvie Homes Limited Sales Office tel: 01786 811811

Dovecot Steading, Haddington, East Lothian 1 & 2 Bedroom Flats

1

6

Intermediate Rent Call the Link2Let team on 08451 550019 for more information.

Location

House Type

Available

Baker Street, Stirling

1 & 2 Bedroom Flats

September 2012

Kinnaird Village, Larbert, Falkirk

2 & 3 Bedroom Terraced Houses

December 2012 (estimated)

Park Terrace, Brightons, Falkirk

2 Bedroom Flats

December 2012 (estimated)

St Mungos Gate, Cumbernauld

2 Bedroom Flats

February 2013 (estimated)

Niddrie House Park, Edinburgh

2 Bedroom Terraced Houses

March 2013 (estimated)

Malletsheugh, Newton Mearns

2 Bedroom Flats

July 2013 (estimated)

Carradale Crescent, Broadwood, Cumbernauld

2 Bedroom Flats & 3 Bed Terraced Houses

April 2013 (estimated)

www.linkhousing.org.uk www.facebook.com/LinkGroupLtd @Link_Group_Ltd

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Customer Scrutiny Panel Are you interested in learning new skills and meeting other tenants?

We are looking for tenants to join a new panel that will work to ensure that tenants have a role to play in monitoring services and making sure you are getting the best service possible. The panel will meet at least four times a year to identify (from your perspective as a tenant) what issues and services Link should be focusing on and ensure we meet the requirements of the new Scottish Social Housing Charter. For example, the group will decide topics for tenant-led inspections, discuss tenant communications, helping to produce tenant report cards and finding ways to test that services are working.

Support with personal development, accessing the internet, childcare and transport will be provided.

The next session is on Friday 30 November from 1-3pm, The Teacher Building, St Enoch Square, Glasgow, G1 4DB. Lunch is provided.

Contact Leah Webb, Tenant Liaison Officer on 08451 400 100 if you would like more information.

Christine McBane, Coldstream.

Moira Laverty, Linwood.

Gardening competition winners Well done to Christine McBain (1st place) and Moira Laverty (2nd place) who were the winners of the B&Q vouchers.

We want to expand the competition next year to include community groups and hold a best scheme competition. If you think your area would be interested, please contact Leah Webb on 08451 400 100 or email leah.webb@linkhaltd.co.uk

Link will produce this information on request in Braille, Audio Tape, Large Print and Community Languages. To find out more, please telephone the Customer Service Centre on 08451 400 100. Link Housing Association Limited is a company registered in Scotland. Company registration number SC216300.

Registered Office: Link House, 2C New Mart Road, Edinburgh EH14 1RL. Part of the Link group. Š LinkGroup Ltd 2012.

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