Winter 2013 tenants newsletter

WINTER

2013

housing news The newsletter for Link tenants

Inside: • Tenant conference 2013 • Annual rent review • Our performance update • Order your new tenant handbook

www.linkhousing.org.uk

Hello from the editor Welcome to the winter edition of Housing News – once again we have included a copy of ‘Quids In’ which contains lots of money saving hints and tips.

We have had a busy few months with the highlight being our very successful tenant conference in October.

You can read more about this on pages four and five. Link Property, our in-house trades team, also launched in the central area in October.

REMEMBER, this is your newsletter, and feedback on what information you want us to feature is really important, so if you have any ideas please contact me on 08451 400 100 or email getinvolved@linkhaltd.co.uk Leah Webb Tenant Liaison Officer

More awards for Link!

• Link has been named ‘Scottish Social Enterprise of the Year’ and ‘UK Social Enterprise of the Year’ • Link won the ‘Employer of the Year’ as well as the overall award ‘Outstanding Achievement’ at the Falkirk Herald Business Awards 2013 • LinkLiving Ltd’s RealLiving Older People’s Service won the ‘Older People’s Project of the Year’ at the Herald Society Awards 2013. The service helps older people with symptoms of dementia and helps to reduce social isolation in Dunfermline and the West Fife villages.

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Advice team able to help more people

Link received over £300,000 in total from the Scottish Legal Aid Board-Making Advice Work and the Big Lottery–Support and Connect Funds which has allowed us to expand our Advice Service.

The funding we received from Scottish Legal Aid Board-Making Advice Work has allowed us to set up a Welfare Reform Skills Development and Exchange project. Two new members of staff (Deborah Watson and Donald Mills) will be helping tenants deal with Welfare Reform benefit changes such as claiming Personal Independence Payments and dealing with under-occupancy.

The funding from the BIG Lottery–Support and Connect Fund has also allowed us to employ more members of staff to join our existing Money Adviser, Karen Auld.

Kerry McCall (Tenant Transition Officer), Maureen McGowan, Cher Docherty and Natalia Miller (all Money Advice Officers) and Natelle McQueen and Susan

Hannah (both Project Assistants) are now part of our new Tenants Transition Advice Service (TTAS).

This new team will offer advice to tenants who are struggling to deal with their debts. We can now provide more services to help tenants manage household budgets, set up bank or credit union accounts and help them gain the skills and confidence to access and use the internet.

The new teams join our existing Core Advice Team of Paula Salcedas Beaton (Advice Service Leader), Roddy Barclay, Lesley Hunter, Joyce Muir, Ruth McIntosh and Anna Riva (all Welfare Rights Officers), Gwen McGowan and Vicky Lennon (both Advice Service Assistants) and Kate Christie (Advice Service Administrator).

If you need any assistance or advice, or want to find out more, please contact: Tel: 01324 417174 Email: AdviceServiceTeam@ linkhaltd.co.uk

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

LINK PROPERTY GOES LIVE IN CENTRAL SCOTLAND Link’s in-house repairs and maintenance service, Link Property, has now gone live in central Scotland.

This is the second stage of a three-year plan to have Link Property providing a repairs service to Link tenants across Scotland. The first stage went live in the west of Scotland in July and the final stage will go live in the east of Scotland by October 2015.

In this stage we also introduced new hand-held technology called ‘Opti-time’ for our trades people. This allows our Repairs Administrators to arrange work for each trades person remotely so they can schedule jobs throughout the day.

We now have 24 full-time trades people working for Link Property – look out for the Link branded vans in west and central Scotland!

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 08451 400 100 or 0330 303 0013 (from a mobile) and choosing option 2.

Apprenticeship opportunities We will be offering trade apprenticeships with Link Property from April 2014. Link tenants and their families will have the opportunity to apply for these positions when they are advertised in February 2014.

I am interested in finding out about the trade apprenticeships Name..............................................................................................

Address.......................................................................................... ......................................................................................................

Email ..............................................................................................

Phone number ..............................................................................

Preferred method of contact email / letter / text (please circle)

www.linkhousing.org.uk

We don’t yet have full details of the type and number of opportunities that will be available, but, if you are interested in finding out more then please email DevelopmentGroup @linkhaltd.co.uk with the subject title ‘trade apprenticeships’ or complete and return the tear off slip and post it to Development & Asset Management, FREEPOST RRBB-XKJBEHRZ, Watling House, Callendar Business Park, Falkirk, FK1 1XR. We will either then text, post or email you further information about the trade apprenticeships scheme as soon as it becomes available in early 2014.

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Link’s annual tenant conference a big success!

Over 100 tenants, staff and other partners got together on Saturday 12 October 2013 for Link’s annual tenant conference at The Lighthouse, Glasgow.

Tenants were able to participate in discussions and workshops about a broad range of issues including employability, digital inclusion, equality and diversity, anti-social behaviour and tenant scrutiny as well as finding out more about Link’s new in-house trades and maintenance service, Link Property.

A performance from Naomi Breeze of her play ‘The Cost’ about Welfare Reform was entertaining and thought-provoking.

During lunch, tenants were able to get information on Link’s development and planned maintenance programmes as well as finding out more about tenant participation, credit unions, energy advice and home contents insurance.

In the afternoon, there were sessions on learning how to use “mindfulness” to reduce stress, ways to build confidence or learning a new skill from upcycling old furniture and home decorating, cupcake and jewellery making sessions.

There was an inspirational talk from Link tenant Stuart Gunn (pictured right), who recently became a world record breaker by riding a motorcycle over 180 miles an hour! What makes this more remarkable is that Stuart is completely blind. Stuart raises money for four disability charities. If you would like to follow his story or sponsor his charity visit his website www.raspberryrippleracing.com

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

Here is what a few tenants thought of the day:

“I was very impressed with the tenants conference this year and also with the in-house repairs system as a lot of work has gone into setting it up. Onwards and upwards for Link.”

“I had a fabulous day. I made loads of new friends and learned more about Link. I want to thank you very much for having me here today, I loved it” “Excellent day-good to meet other tenants from across Scotland”

Leah Webb, Link’s Tenant Liaison Officer added:

“The conference is a great way for tenants from different areas to meet each other and share ideas and experiences of Link services. Special thanks to tenants that ran workshops and who gave presentations on the day and to our partners who donated prizes for the raffle. I would also like to thank everyone who provided feedback on the day – we will use this to help make next year’s tenant conference even better!”

Link would like to thank Energy Saving Trust, Positive Action in Housing, CCG, Home Energy Scotland, THiSTLE Tenants Risks, Chemtech, Moores Kitchens, MCN, Martin Stepek, Bell Group and TPAS who took part and provided prizes for the raffle.

www.linkhousing.org.uk

5

Tenant scrutiny panel Working in the interests of tenants and staff to get the best service possible Link’s Tenant Scrutiny Panel is made up of tenants from different areas of Scotland.

Their job is to independently review our services and how well we perform. Panel members check what lies behind our performance statistics, come up with new ways to improve services and help managers and Board members to focus their decisions on what our tenants need.

They are working with staff to make sure we are meeting the

requirements of the Scottish Social Housing Charter, which sets out a number of standards we have to meet.

The panel is about to finish reviewing their first service topic – void (empty property) performance. Panel members had the opportunity to visit empty properties to understand the conditions properties are sometimes left in by the previous tenant. They reviewed our target timescales, our re-let standard and looked at how staff work

Young tenants – win an iPad mini!

together to ensure properties are re-let to tenants as soon as possible. They will report their findings and recommendations to the Link Housing Board in January.

In the New Year, the panel will use information from complaints we have received and the recent customer satisfaction survey to determine further services for scrutiny and will work with the Board to discuss how tenant scrutiny can influence decisions in 2014.

We need more young people to get involved with tenant participation at Link.

We need your views on what it is like to be a Link tenant, your ideas on events we could hold and your thoughts on how Link could use social media / forums to connect with other young tenants.

also under the age of 30) to join our Tenant Scrutiny Panel and to take part in the many tenant participation events we hold.

There are many ways to get involved and taking part gives you the opportunity to add this experience to your CV, get support with training and gain knowledge of housing and other community issues. We pay any travel or childcare expenses.

If you are under 30 and sign up to be a Panel Member or take part in any of our tenant participation events by 31 March 2014 you will be entered into a prize draw to win an iPad mini.

To help us make sure we are looking at the issues that affect our younger tenants, we are looking for Link tenants under the age of 30 (or a family member who lives in the same property who is

To register call Leah Webb or Eleanor Henderson on 08451 400 100 or getinvolved@linkhaltd.co.uk

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

New and improved tenant handbook – order yours now!

We are currently working with staff and a number of tenant groups to review and update our tenant handbook to ensure it has all the information you need to manage your tenancy.

The new handbook will have up-to-date information about your rights and responsibilities as a tenant, the importance of paying your rent on time and the different ways to pay, handy checklists for when you move into or out of a property, details on the advice and support that we can provide, our customer service standards and how you can feedback your views about our service.

If you would like a copy please get in touch. Remember to tell us your name and address.

Call us on 08451 400 100 or 0330 3030013 email csc@linkhaltd.co.uk Text ‘tenant handbook’ to 07557183553

TPAS CONFERENCE This year’s Tenant Participation Advisory Service (TPAS) Scotland conference was held in St Andrews and was an action packed weekend of workshops, learning, networking and fun.

At the awards ceremony on the Friday night, Link tenants and staff collected our TPAS accreditation award and on the Saturday night everyone got their glad rags on for a Great Gatsby themed evening!

Link tenants attended workshops on tenant scrutiny, Social Housing Charter performance reporting, child/adult protection in the community and Welfare Reform. There were a number of inspirational talks from speakers including Glasgow Housing Association on Glasgow’s transformation and regeneration as well as the Scottish Government and the Scottish Housing Regulator.

Tenants who attended the conference will report back to the Tenant Scrutiny Panel at its next meeting.

Jean Bell (L) and Eveline Jelstrom (R) both Tenant Scrutiny Panel members with Leah Webb, Tenant Liaison Officer

www.linkhousing.org.uk

Thank you for your feedback!

Thank you to everyone who took part in this year’s estate walkabouts.

These walkabouts allow tenants to feedback directly to Link staff on our estate management service and let us know how we are doing when it comes to landscaping, close cleaning services and repairs of communal areas.

Sometimes it takes longer to resolve communal repairs such as guttering, tree cutting, roofs or fencing once they have been identified on an estate management walkabout. If we cannot repair it immediately, or if the work is part of a larger project that we have not budgeted for or will take longer to repair, we will always make sure the areas are made safe. If you know of any outstanding issues highlighted during an estate walkabout please contact the Customer Service Centre on 08451 400 100.

We also appreciate those tenants who gave up their time to take part in the recent Customer Satisfaction survey. We will publish the findings from the survey in the spring edition of Housing News.

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WINTER IS COMING With winter fast approaching, it’s time to get ready! We want you to have a think about the risks and consequences of severe weather and how you and your home could be affected. Here are a few hints and tips to protect your home during bad weather.

Condensation mould Condensation is the biggest cause of dampness in our properties. Condensation starts as moisture in the air, usually caused by cooking, washing or drying clothes indoors. When the moist air hits cooler surfaces it turns into water, which can sometimes lead to mould.

Some tips to reduce condensation: ● Keep rooms on a low heat setting ● Cover pans when cooking ● Always vent tumble dryers outside the home ● Close the door when having a bath or shower and turn the extractor fan on (if you have one) ● Wipe condensation off windows in the morning ● If you dry clothes indoors open a window ● Leave space between the back of furniture and the wall to allow air to circulate

PROTECT YOUR HOME - TAKE OUT HOME CONTENTS INSURANCE If the worst happens over winter and your house is flooded, could you afford to replace all your furniture or electrical goods, without having insurance in place?

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Preventing burst pipes Follow these tips to prevent your waste pipes freezing: ● check dripping taps and overflows. Report any faults. If you are waiting for repairs to a dripping tap, keep the plug in the sink or bath to prevent water freezing in the waste pipes.

Note: there is nothing that can be done about a frozen pipe until it defrosts ● keep your house warm day and night by having your heating on low ● Use a draught excluder ● Cover your water tank ● Draw your curtains at dusk to stop heat escaping If you get a burst pipe: 1. Turn off the water supply at the main stopcock, the electricity supply at the mains and the water heater 2. Turn on all the taps to drain your system.

Collect water in the bath/sink for washing and flushing the toilet 3. Warn your neighbours in case it may affect them 4. Telephone Link (or the emergency contractor outside office hours)

As a Link tenant you have access to a pay-asyou-go home contents insurance scheme (provided by THiSTLE Tenant Risks) which allows you to insure the contents of your home from as little as £1.33 a fortnight (under 60s) and £1.02 a fortnight (over 60s) and 82p a fortnight if you are a sheltered housing resident. These premiums are amongst some of the most affordable in Scotland.

Call THiSTLE on 0845 601 7007 or 01628 586187 (from a mobile) for an application form.

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

Winter Fuel Payments If you were born on or before 5 January 1952 you could get between £100 and £300 tax-free to help pay your heating bills. This is known as a ‘Winter Fuel Payment’.

You will get this payment automatically if you receive a State Pension or another social security benefit (this does not include Housing Benefit, Council Tax Reduction or Child Benefit) Most payments are made automatically between November and December. You should get your money by the end of December.

If you are over 80 and live in Glasgow, you may be eligible for an award of £100 from Glasgow City Council. Call the Customer Service Centre on 08451 400 100 for more information.

REMEMBER you may also be eligible for a Warm Home Discount from your gas or electricity supplier. This is an annual payment of £120 (increasing by £20 per year) for customers who are deemed to be in Fuel Poverty or are in receipt of benefit income, a pension, tax credit or other Government financial support and allowance. You will need to check your eligibility with your energy supplier and complete a short application form. Applications must be submitted by 31 December 2013.

Winter driving If you need to travel during bad weather, especially snow and ice, here are a few tips on how to stay safe.

Before setting off on a journey: ● check the locks are not frozen! Use a match or a cigarette lighter to warm up your key ● Top up with screen wash to prevent water freezing ● Ensure your car has enough correct antifreeze etc. ● Ensure your tyres are roadworthy

Carry the following in case you get snowbound on a journey: ● Warm blankets ● Bottled water and energy snacks ● Mobile phone with fully charged battery ● An old sack or rug (to put under the wheels of the car if you get stuck in ice or snow) ● Torch ● First Aid kit ● De-icer ● Tow rope, jump leads and warning triangle ● Your breakdown services number and membership details ● Any prescribed medication or equipment in case of being stranded, eg. asthma inhaler ● Wear appropriate footwear for weather conditions

www.linkhousing.org.uk

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ENERGY SAVING TOP TIPS Over the colder periods of the year we know that it is easy to turn up your heating to keep cosy but remember the cost of energy is rising! Here are a number of tips to help you save money on your energy bills.

Be efficient with heating

Be efficient with cooking

● Turning your thermostat down by 1°C can save you as much as £60 per year. ● Keeping your heating on constantly at a low heat could potentially save you more money than switching it on and off for big blasts of heat.

● Heat your home with cooking. Leave the oven door open after cooking to let the heat warm your kitchen. The oven might give off enough heat for you to adjust your thermostat in turn saving you money on your heating bill!

● Keep the draughts out! A lot of older homes may lose heat through draughts around doors and windows, gaps around the floor and chimneys.

● Make things easy for your fridge and freezer.

Keeping them full means they don't have to work as hard and therefore they use less energy.

● Turn it off: Try to be aware of unnecessary lights left on, and appliances left plugged in or on standby. A typical household could save between £50 and £90 a year just turning off appliances left on standby.

● Use the right ring for the right thing. If your cooker has a small ring, use a small pan. You might only be heating up a small meal, and doing so in a big pan wastes a lot of energy.

Careful in the kitchen. You can save over £55 a year by:

● Don’t overpay for the energy you're using.

Compare gas and electricity prices using a comparison site to make sure you’re on the cheapest tariff for you.

● Set your washing machine to wash at 30°C. ● Use a bowl to wash up rather than leaving the hot tap running. ● Boil the amount of water you need every time you use your kettle.

SMART SERVICES (SCOTLAND)

It offers the following assistance:

is a free, community-based, energy efficiency service that offers advice to help tenants understand their energy usage and provide practical ways to help reduce energy costs.

• Energy bills explained • Boiler pressure check • Energy efficiency review • Hot water temperature check • Hints & tips to reduce your gas & electricity consumption

If you are interested in a home/group visit which could help reduce your energy costs, please call 0800 9752440 to arrange an appointment.

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

Planned maintenance projects – Bathroom Upgrading 2013/14 Each year we spend over £5.5million on our planned and cyclical maintenance programmes to make sure that properties you live in are regularly maintained and upgraded.

A replacement bathroom includes a new steel bath, toilet, wash hand basin and a high quality electric Mira shower and shower screen. The two walls around the bath and behind the basin are faced with coloured ‘Respatex’ waterproof wall which is a hard wearing surface requiring minimal maintenance.

Our programme of maintenance includes the renewal or upgrading of kitchens, bathrooms, windows and doors, installation of central heating, grounds maintenance, replacing roofs, carrying out electrical works and structural repairs.

This year we are committed to replacing 348 bathrooms by the end of March 2014.

We make an effort to give tenants choice in all aspects of our contracts, and in this case we offer a choice of colours and patterns for the waterproof wall boarding to allow co-ordination with any existing furnishings.

So far, we have fully replaced 150 bathrooms and we are very pleased that according to tenant feedback 96% are satisfied with the work we are doing.

If you are due to have your bathroom replaced, or if you have any other questions about our planned maintenance programme, please call the Technical Services Delivery team on 08451 400 100.

www.linkhousing.org.uk

11

Development Update KIRKWOOD STREET, RUTHERGLEN Link has completed a £5million redevelopment of its tenements at 13 – 25 Kirkwood Street, Rutherglen. The was part of a Comprehensive Tenement Improvement Scheme (CTI) approved

by South Lanarkshire Council.

The original tenemental flats were small and difficult to heat. The project involved stripping out the entire building leaving a sandstone shell and reducing the number of flats from 75 to 56.

The flats are now comfortable, energy-efficient and easy and economical to run. The back garden area was also redesigned to create more space for the tenants.

The completion of this development was also the perfect opportunity to say goodbye to our Housing Services Co-ordinator Helen Kealey (photographed with Housing Officer Lyndsey Murphy). Helen was present at the 1977 ‘unveiling’ of this development and her attendance at the opening of the redeveloped properties demonstrates her extraordinary dedication to Link and its predecessors during the past 36 years.

GULLIVER STREET, EDINBURGH We completed 22 two- and three-bedroom flats and houses (including two houses for wheelchair users) for social rent and 6 two-bedroom houses for intermediate rent at Gulliver Street.

This was the first Link development in Edinburgh to offer intermediate rent and is also one of the first to benefit from Link’s new Design Guide. This has resulted in homes that are economical to run with a highly efficient gas heating system. This system allows tenants of the houses to have separate control over the heating on the ground and first floor.

CARRADALE CRESCENT, CUMBERNAULD We also completed 33 two- and three-bedroom properties comprising 21 for social rent, six for intermediate rent and six for sale through the New Supply Shared Equity scheme at Carradale Crescent.

These properties have been designed to a high standard incorporating aspects of Link’s new Design Guide. A combination of a highly efficient heating system, double glazing and high levels of insulation results in properties that are economical to run.

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

REGIONAL ROUND-UP WEST Link’s West of Scotland office at The Bruach, Dalmuir has been officially opened. The staff team looks after Link properties in Argyll & Bute, East and West Dunbartonshire, Glasgow, Renfrewshire and East Renfrewshire, East and South Ayrshire.

Community Open Garden Shortlees (COGS), Kilmarnock Tenants in Shortlees have identified a site for a community garden and are working with Link, Ayrshire Council and Ayr College. The aim of the project is to grow food and to help the community cut down on supermarket bills and the usage of pesticide and herbicide (weedkiller).

If you live in the area and would like to get involved call Andy or Elaine Shade on 01563 257331.

CENTRAL

Link Chair, Peter Foreman with Councillor Gail Casey, West Dunbartonshire Council.

Kirkshaws Neighbourhood Centre, Coatbridge Link has provided support to the Kirkshaws Neighbourhood Centre to help upgrade the computers and printers within its IT Training Room.

The centre provides a range of IT support and has a number of tutor-led support classes and drop-in facilities. The sessions include: • Beginners IT classes • Flexible learning classes • Job search – CV preparation (Job Club) • Digital inclusion sessions For more information contact Willie McBride on 01236 426200 or kirkshaws-nbhc@ hotmail.co.uk

Kinnaird, Larbert – Fun Day Residents of Kinnaird Village organised a fun day for local children in August. The money they raised (over £600) enabled them to fund a trip for local families to the pantomime in December.

Falkirk, Stirling and Clackmannanshire – Zero Waste Communities Project Forth Environment Link has been awarded funding from Zero Waste Scotland to run a project within Forth Valley. The project is

www.linkhousing.org.uk

to work towards a greener, healthier future by encouraging and supporting communities to reduce waste.

If you live in Forth Valley please complete the survey at http://www.tinyurl.com/FVWAS TE or call Kelly Rice on 01786 449215 and she can send you a survey form to complete.

EAST Edinburgh – Computer Courses Digital Skills Academy is running a number of free computer courses which are open to everyone. There are three different programmes: • Use IT Programme – digital literacy to help people into employment • Get Connected – basic skills for beginners • Trained Up – Learn how to use Mircosoft Office packages If you would be interested in one of these courses call Lesley Morrison on 0131 621 8667 Craigmillar and Niddrie, Edinburgh – Get Wise about Waste Changeworks Waste Wise Volunteer project is working to help residents reduce food waste, increase recycling and make household budgets go further. They will be holding a series of workshops and events over the next year, so if you would like to find out more please phone 0131 555 4010 or email wastewisevolunteers@ changeworks.org.uk Training is provided and travel expenses paid.

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Annual Rent Increase Each year we have to review how much rent you pay to ensure it covers the services we provide and our properties are managed and maintained to a high standard.

How every £1 in rent is spent 2012/2013

Management and maintenance admin 28p

Loan finance 15p

POUN

D

Depreciation 23p

ON

E

Bad debts 1p

Reactive maintenance costs 15p

Planned/cyclical major repairs 18p

This year we have had to meet the challenge of Welfare Reform by redesigning our services to support our tenants. We have extended our money and benefits advice service and have also moved our rent collection staff to area offices where they can work closer with tenants and Housing Officers.

We have also spent this year ensuring that we can show tenants how we meet the 14 outcomes of the Scottish Social Housing Charter and that we are delivering all the results expected. We have increased spending on supporting tenant involvement so tenants can influence the decisions we make and get involved in tenant scrutiny.

This year’s increase proposal is in line with the rent policy which was agreed following a consultation exercise last year to use the Consumer Price Index (CPI), rather than the Retail Price Index (RPI).

In January 2014, the Link Group Board will decide whether the rent increase will be CPI plus 1% or, if financially possible, restricted only to CPI. Board members are very aware of the increasing pressure on tenants’ household incomes relating to cost of living increases and benefit reductions and will try to keep the rent increase to a minimum.

If you would like to comment on the proposed rent increase (and for your comment to go to the Link Group Board meeting) please email getinvolved@linkhaltd.co.uk or call Leah Webb on 08451 400 100 by Tuesday 7 January 2014.

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

CUSTOMER COMPLAINTS UPDATE Link has now been using the Scottish Public Service Ombudsman’s Model Complaints Handling Procedure for six months.

This is our “report card” for that period, showing how we are doing in terms of meeting timescales, delivering satisfactory outcomes and, more importantly, making changes to improve our services as a result of these complaints.

Complaints by category

Standard of service 70

Complaints by service

Communication 35

Welfare Rights 2 Tenancy Management 35

Arrears 5 Csc Customer Support 2 Cyclical Maintenance 12 Development 9

Rents 1 Contractor attitude 25

Estate Management 35

Factoring 21

Staff error 13 Staff attitude 18

Gas Servicing 12

Failed action 117

House Sales 1 Lettings 6 Planned Maintenance 12

Policy 18 Missed appointment - Link staff 1 Missed appointment - contractor 3 Failed promise 7

Reactive Repairs 152

From 1 April to 30 September, we received 307 complaints, shown in the pie charts. We responded in full to them all. First stage complaints accounted for 288 of these – we responded to 263 (91%) within the required timescale of 5 working days. This is ahead of our target of 90%.

Of these complaints, 69% (199) were deemed to be justified.

We dealt with 19 stage two complaints and responded to 18 (95%) within the required timescale of 20 working days. Once again we are meeting our target. Of these complaints, 63% (12) were assessed as justified.

Satisfaction We are pleased that the vast majority of people are satisfied with the outcome of their complaints. Of the 288 customers who submitted 1st stage complaints, 255 (89%) were satisfied with the result.

What we’re doing to improve our customer service ● We have issued revised staff guidance – reflecting feedback from customers and staff themselves as well as other housing organisations. We have placed an emphasis on the staff member receiving a complaint dealing with it wherever possible. ● We ask staff to make sure complainants are satisfied – particularly when we have promised a follow-up action. ● We ask staff to check customers’ contact details are up to date. ● At team meetings we discuss case studies illustrating good and bad practice. ● We have an ongoing training programme which is focused on customer service skills.

www.linkhousing.org.uk

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How did we perform last year?

We will be improving and changing the information we publish to tenants next summer to show how we are performing against the Scottish Social Housing Charter outcomes. We will be working with tenants to agree what performance information they want to see and how it is communicated. It will include information on targets, improving performance, tenant satisfaction, and how we are performing compared with other landlords.

Emergency repairs carried out within timescales

100

97%

98.9%

97.2%

Customer satisfaction with reactive repairs

84%

80

80

60

60

40

40

20

20

0

91.8%

100

0 Link Emergency

Link Emergency

RSL Average

2011/12

2012/13

2012/13

84.8%

Link Satisfaction

Link Satisfaction

RSL Average

2011/12

2012/13

2012/13

Last year customer satisfaction remained lower than we wanted and because of this we decided to take the repairs service in house. Since the launch of our in-house trades team (Link Property) we have achieved 100% tenant satisfaction.

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

Average time taken to relet a property (in calendar days)

Percentage of non-technical rent arrears

Days 40

3.5

35

3.0

30

29

30.4

2.94%

3.13%

2.50%

Link

Link

RSL Average

2011/12

2012/13

2012/13

2.5

25

2.0

20.9

20

1.5

15

1.0

10 0.5

5 0

0.0 Link

Link

RSL Average

2011/12

2012/13

2012/13

Performance was challenging last year due to problems with the outgoing repairs contractor. With the roll-out of Link Property we are now doing repairs in-house and we know that performance has improved.

Rent arrears continued to rise in the year and are higher than average (in comparison to other housing associations). We have recently reorganised local teams and working practices so that staff dealing with rents work closer with Housing Officers to help tenants manage rent payments. Non-payment of rent is one of the biggest challenges for Link, and we have put resources into expanding Advice services to make sure tenants have support to deal with debts and budgeting.

Complaints monitoring

80

80

No. of Complaints

70 60 50 39

40 30

22

These are the number of complaints we dealt with in 2012/13. We now follow the Scottish Public Service Ombudsman’s Model Compliants Handling Procedure – see page 15 for more up-to-date information.

20 10

2

0 Repairs

Planned Maintenance

Development

Housing Services

Complaint Type

www.linkhousing.org.uk

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Sheltered Housing News Welcome Lisa Hamilton and Kirsty Pringle are working in Peel Court and Glen Park Gardens for two days a week until summer 2014. Lisa and Kirsty are studying for their SVQ / HNC in Health and Social Care at South Lanarkshire College and will be using their time to gain experience with activities and care planning.

Lisamarie Garscadden has joined us as a trainee Sheltered Housing Officer at Castings House, Falkirk. Lisa joins us as part of the Community Jobs Fund programme and will be with us for the next six months.

Older People’s Day Over 90 tenants joined the sheltered team in St Margaret’s Hall, Airdrie to celebrate International Older People’s Day on Tuesday 1 October. During afternoon tea and an evening meal, new friendships were made, old ones rekindled – and there was plenty of opportunity for some dancing in between!

Maureen Middleton and Craig Sanderson took the opportunity to speak to everyone about life in sheltered housing – although Maureen spent most of her time in the kitchen!

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Everyone greatly enjoyed the day, which was supported by Link Housing Association and Bell Group.

Each complex donated raffle prizes which raised £341 for Alzheimer’s Scotland.

Sheltered Housing Forum On Friday 8 November, 22 tenants from nine complexes met with Amy McKay, Older People’s Services Manager, and Leah Webb, Tenant Liaison Officer, to discuss their future needs.

This was the first in a series of meetings to give tenants the opportunity to talk about what services Link should be providing for older people in the years to come. The topics of discussion included budgets for each complex, the role of a Sheltered Housing Officer and the different types of tenancies Link offers.

Those who attended were happy that Link is taking the time to listen to their views. If you would like to attend the next meeting (due to be held at the end of January 2014) speak to your Sheltered Housing Officer for more information.

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

Outings, events and activities MORAR COURT Over 30 Tenants and friends joined Sheltered Housing Officer Martha Daniels at the end of September for a MacMillan coffee morning. The morning was hosted by one of the residents Mrs Flannagan.

Raffle prizes were donated by tenants and their families; Mrs Manderson tempted everyone with her home baking and famous fresh cream meringues, both of which helped in raising over £400!

PEEL COURT AND GLEN PARK GARDENS Senior pupils from Cathkin High are helping Eleanor Cunningham and Nicola Thomson with activities in the communal lounges in each complex. They are also helping to assist residents of Peel Court make good use of the computer that was funded by the Big Lottery.

CASTINGS HOUSE The residents have received over £1000 from the Big Lottery to help purchase a television and other equipment for their communal lounge.

GLEN LYON Songs from Berlin, Porter, Kahn and Rodgers and Hart, filled the air as “Close Shave”, the Barber shop choir entertained a full house at Glen Lyon on 24 September (pictured right).

CLADDENS PLACE A fundraising event was held at Claddens Place to raise money for activities in the complex. The day started off wet and windy but the sun came out in the afternoon allowing tenants and friends to enjoy the garden. They raised a fantastic £1,747.

HALLOWEEN Witches and spooks and even a fairy or two, were out in force when Peel Court, Castings House, Claddens Place and Glen Park Gardens each held their Halloween parties.

www.linkhousing.org.uk

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Winter Holiday opening hours

Gardening Competition 2013

All Link offices will be closed on 25 and 26 December 2013 and 1 and 2 January 2014. Link’s Customer Service Centre will be open on 27, 30 and 31 December from 9am to 5pm.

Thank you to everyone who submitted an entry for our gardening competition. There was a great range of entries and there are definitely a few future Chelsea Flower Show winners!

Emergency contact numbers for when the offices are closed

Congratulations to Anna Moleda from Falkirk who won first prize (£50 B&Q voucher) and Arthur Diamond, Coatbridge was the runner up (£25 B&Q voucher).

Ist Prize: Anna Moleda

Gas Boiler and Heating Repairs • Gas Boiler or Heating less than 12 months old?

• Call Devine Energy on 0131 660 22 99 • Gas Boiler or Heating over 12 months old?

• Call Saltire on 08451 400 100 and select option 5 Other emergency repairs • Call Link Property on 0800 783 7937 (out-of-hours service provided by Bield 24) if you live in West or Central Scotland • Call R3 on 03000 999247 if you live in the Borders, Edinburgh, East Lothian, Fife, Midlothian and West Lothian • Call Lochaber HA on 01397 702 530 if you live in Fort William or Skye & Lochalsh HA on 01478 612035 if you live in the Highlands (Kyle of Lochalsh)

2nd Prize: Arthur Diamond

08451 559 559

08451 559 559

08451 559 559

08451 559 559

08451 559 559

W przypadku, ze tutejsza informacja bedzie potrzeba w innej wersji n.p. duzy druk, kaseta audio, lub w innym jezyku, prosze sie sontaktowac z nami pod numerem 08451 559 559.

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. © LinkGroup Ltd 2013.

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