Tenants newsletter winter 2012

WINTER 2012

housing The newsletter for Link tenants

Link part of Scottish music history

news INSIDE TPAS Conference 2012

Craigmillar multicultural meetings

L-R Charlie Reid, Craig Sanderson (Link Chief Executive) and Craig Reid.

Link can ‘proclaim’ to be part of Scottish music history after learning that a seminal Scottish band’s first album was written in one of its properties.

As part of Link’s 50th birthday celebrations, former Link tenants Craig and Charlie Reid revealed that getting into one of Link’s cluster flats in Lyne Street, Edinburgh when they were 19 was “one of the great bits of fortune they ever had.”

After staying there for 18 months, they secured a transfer

to another of Link’s properties in Dean Village, Edinburgh. It was in this flat as Craig remembered, “...The Proclaimers began...we could rehearse there, we wrote songs there and instantly we started as The Proclaimers ... and it kind of went on from there” and as Charlie confirmed: “the entire first album (This is the Story) would have been written in that flat.”

Craig and Charlie also described how they had “nothing but good memories of Link... they treated us really well... they treated tenants with respect and (we) were extremely grateful that we got those flats.”

At the end of the film, Craig

Tenants love their new homes

and Charlie took the opportunity to say thanks to everybody at Link and wished everyone all the best for the future.

To view the video go to Link’s website http://www.youtube.com/ user/LinkGroupLtd

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

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Welfare Reform – what is it all about and what are we doing about it?

In previous issues of the tenants newsletter we have told you about how the UK Government’s Welfare Reform Act became law in March of this year. This Act will result in significant changes to the welfare benefits system, some of which will start to happen in April 2013.

The Department for Work and Pensions (DWP), which deals with most of the welfare benefits, has decided that Link (as your housing provider) must keep you informed and support you to manage the changes that the new Act will bring.

We cannot make any changes to the amended welfare benefits system.

What can you do about Welfare Reform?

If you have not already done so, please fill in and return the Welfare Reform questionnaire that we sent you recently. It is really important to find out if you may be affected by any areas of Welfare Reform so that we can provide you with ongoing information, advice and support. If you have access to the internet you can also complete the survey here: https://www.surveymonkey.com/s/ WELFAREREFORMQUESTIONNAIRE

All tenants who return (or have returned already) the completed questionnaire will be entered into a prize draw to win a £50 voucher for Marks and Spencer.

Don’t forget to read the Welfare Reform Guide so that you know how (and if) you will be affected.

If you have any concerns please get information, advice and support as soon as possible so that you know what your options are. You can get this from Link’s Advice Team, your Housing Officer, the Customer Service Centre, your local authority or from an independent advice agency.

What are we doing about Welfare Reform? ● We will continue to include any relevant information in future tenants newsletters. ● We have issued a Welfare Reform Guide to all Link tenants – which we hope you have read so that you know how (and if) you will be affected

by Welfare Reform. ● We have issued a Welfare Reform questionnaire to all Link tenants. We will be reviewing the results and contacting you if you are affected so that we can provide additional information, advice and support. ● Link staff are attending numerous events and training to make sure that we keep up to date with DWP’s implementation plans. ● We have set up a special team within Link to deal with Welfare Reform changes. ● We are reviewing many of our policies and procedures to make sure that they will work once the changes caused by welfare reform take place.

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

TPAS Conference 2012

The annual Tenant Participation Advisory Service (TPAS) Scotland conference and Annual General Meeting was held in October at the Crieff Hydro Hotel.

Link staff and tenants were amongst 350 others from across the country who got together to discuss a range of issues which affect how tenants are able to influence and work together with their landlords. The conference is a key part of the tenant participation calendar as tenants and staff can meet and share good practice, ideas and learning. This year the Scottish Social Housing Charter and Welfare Reform were hot topics as they are arguably the two most significant changes to social housing in recent years.

There was an excellent choice of workshops each day including

tenant scrutiny, welfare reform, youth involvement, funding, allocations and social media.

Delegates also enjoyed a performance from Naomi Breeze on the challenges of Welfare Reform and from a motivational speaker and stand up comedian from the Tree of Knowledge.

The TPAS annual awards ceremony was held on the Friday evening. Link’s tenant-led inspection team was nominated for an award but although we didn’t win, all the nominations were commended for their good practice.

Link tenant Shona said: “The TPAS conference was really enjoyable and it’s a great opportunity to meet other tenants from many different parts of Scotland.

The workshops and discussions were on a range of issues of common interest – it’s definitely a worthwhile weekend.”

Craigmillar multicultural meetings Craigmillar is part of Edinburgh’s largest regeneration and renewal project and is becoming increasingly diverse.

Link is one of five social landlords in the area who have formed a strong partnership between the City of Edinburgh Council, the Police, Community Safety and local community groups. The Neighbourhood Alliance is the community umbrella organisation, which provides support to 11 local neighbourhood residents’ groups (of which a number of Link tenants are included).

Edinburgh and Lothians Regional Equalities Council is working in the area and is running a football project to talk about racism with young people.

There has also been a series of community meetings to talk to local residents about ways to increase cultural understandings and their perceptions of racism and discrimination. There has been a great response to the multi-cultural meetings and the aim is to build on the initial response and contacts made with people into next year.

Contact Leah Webb, Tenant Liaison Officer, if you would like more information.

If you are interested in attending a future conference please contact Leah Webb, Tenant Liaison Officer on 08451 400 100.

valuing people, providing homes, building communities, working together

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Tenant-led inspection update We reported in the last edition of the newsletter the findings of the tenant-led inspection of our Estate Management service. The recommendations have now formed an action plan for staff and we will be working to ensure these are carried out.

You said

What we are doing

Joint inspections by Housing and Maintenance officers need to be re-established and tenants should be invited to take part in estate walkabouts at least once a year.

We have re-established joint inspections. A new register of tenants who want to be involved in estate walkabouts is being created.

Tenants should be involved in deciding who the next landscaping contractor is.

Tenants are involved in developing the contract specification for the new landscaping contractor.

There needs to be communication with tenants to advise on what they can expect from the landscaping contractors.

Tenants will review and approve communication materials in spring 2013.

A monitoring system needs to be established to analyse any formal complaints relating to estate management.

A new model complaints handing process is being set up in Link’s new computer system.

A monitoring system needs to be established to show how service charges are spent, to ensure that all money collected for estate management is invested on site.

This is being done and will be reported back to the Tenant-led inspection team next year.

Some sites need to have investment in their communal areas. The planned maintenance programme should include communal areas.

A staff working group is being set up to discuss the feasibility of this as some areas have a significant number of owners who would need to contribute to costs as well as Link.

Please set up gardening and best area competitions.

A gardening competition was held this year – winners were announced in the last tenants newsletter.

Recurring communal repairs issues, which have been reported by staff and residents, are not being resolved.

Procedures have been improved and a new reporting system has been established to monitor the completion of reported issues.

A new computer system to manage repairs is being implemented next year.

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

POUN

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Annual Rent Increases Tell us what you think

How we spent your money.

Each year we review the amount of rent we charge you as a tenant.

ON

E

We are very aware of the increasing financial pressure that our tenants face in the current difficult economic climate. We do everything possible to limit the level of rent increase to make sure it is affordable to you as a tenant and to make sure we meet our financial commitments.

We need to ensure we keep up with rising costs and that we are able manage and maintain our properties to a high standard through our planned maintenance programme. The chart shows how we used every penny in each pound of rental income last year.

In November, we held a series of focus groups with tenants on our rent setting policy and the methods we use to calculate rents. We were asked by tenants to provide more information in the annual rent increase letter that is sent to all tenants. We will do this when we send the letter out in February.

Management & maintenance admin, 29p Planned/cyclical/major repairs, 18p Reactive maintenance costs, 16p Bad debts, 1p Depreciation, 21p Loan finance,15p

We are considering two options for the next financial year (April 2013-March 2014) Option 1 – Rent increase by Inflation only (As measured by the Consumer Price Index (CPI)) Option 2 – Rent increase by Inflation plus 1% The reasons for increasing rents by more than inflation are various. These include providing more funds to assist in meeting the costs of borrowing to provide more housing for people in need and continuing to invest in maintaining your home.

What does this mean for rents? The table below shows how different sized properties may be affected using the CPI December 2012 estimate of 3%. The actual CPI for December will be published by the UK Government in January 2013 – this will be the figure we use to set the rent increase.

Property size

1 person flat

1 bedroom 2 person flat

2 bedroom 4 person flat

2 bedroom 3 bedroom 4 person house 5 person house

Weekly increase Inflation only

£1.75

£1.92

£2.17

£2.30

£2.58

Weekly increase Inflation & 1%

£2.34

£2.56

£2.89

£3.07

£3.44

To help us make an informed decision on the rent increase, we would like to know what you would prefer.

Tick one box only Option 1 – I would prefer a rent increase by CPI only Option 2 – I would prefer a rent increase by CPI & 1%

Please tear off the slip and return to: For the attention of Leah Webb, Freepost RRBB-XKJB-EHRZ, Link Housing Association Ltd, Watling House, Callendar Business Park, Falkirk, FK1 1XR. www.linkhousing.org.uk www.facebook.com/LinkGroupLtd @Link_Group_Ltd

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Getting ready for the Scottish Social Housing Charter The Housing (Scotland) Act 2010 introduced: » The Scottish Social Housing Charter and » A new independent Scottish Housing Regulator to succeed the previous Scottish Government Agency The Scottish Social Housing Charter (SSHC) sets standards and outcomes that explain the results that you as a tenant can expect from Link. The Charter sets out sixteen different outcomes and standards that Link should be working to achieve in order to provide good quality services to tenants and service users. These outcomes are divided into seven sections that cover: » Equalities » Customer / landlord relationship » Housing quality and maintenance » Neighbourhood and community

other customers The new independent Scottish Housing Regulator (SHR) is responsible for monitoring, assessing and reporting on how Link is achieving the Charter outcomes and standards. Each year the SHR will publish a report of the performance of each landlord against set indicators for tenants and other service users that demonstrates how the landlord is achieving the Charter outcomes and standards. This will be known as the Annual Return on the Charter (ARC).

The SHR’s approach to monitoring and assessing landlords highlights the importance of tenants being involved. Landlords and tenants should carry out self assessments on how they are achieving the Charter outcomes and standards. The SHR’s new Regulatory Framework requires landlords to: » Agree their approach to self assessment with tenants

» Access to housing and support

» Demonstrate clearly their approach to self assessment

» Getting good value from rents and service charges

» Demonstrate their approach is being implemented

» Gypsies and Travellers and

Full details of the Scottish Social Housing Charter can be found at: http://housingcharter.scotland.gov.uk/

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» Provide a statement of how they will involve service users, customers, homeless people, home owners and hard to reach groups in their self assessment activities At the end of each financial year, Link will: » Measure and assess its progress towards or achievement of the Charter outcomes and any local outcomes they have agreed with their tenants » Provide the SHR with some key performance information on its achievement of the outcomes » Report the outcome of their assessment to tenants and others who use their services Here is what we are doing to prepare – We are in the process of setting up a tenant scrutiny panel – We are discussing with tenants what outcomes would be of interest for tenant scrutiny activities – Do the indicators tell the full story – what else do tenants want to know?

– We are developing our computer system to deal with the new complaints handling process – We are discussing with tenants the format of reports so they are easy to understand – We will be holding taster Charter sessions in early 2013 – contact Leah Webb if you would like to attend.

valuing people, providing homes, building communities, working together

New repairs contracts arrangements in the east We have had to make some changes to the contractors we use in Edinburgh, Lothians, Fife, Borders, Falkirk, Stirling and Perthshire.

This is because our current contractor Mitie will be withdrawing from its contract with Link in mid December.

We have entered into arrangements with two new contractors, Morrison Scotland LLP and R3 Repairs Ltd. Morrison will cover the Falkirk, Stirling and Perthshire areas whilst R3 will cover Edinburgh, Lothians, Fife and the Borders.

Although the new arrangement formally commences on 13 December

2012, we will be phasing in Morrison and R3 Repairs so you may find that they attend to repairs before this date.

We also have a number of other contractors who will be available if repairs demand their introduction.

If you live in one of the areas listed you will receive a letter explaining the changes.

We regret that we have had to make this change but we are working with the contractors involved to make the handover as seamless as possible for tenants. Our main priority is to maintain the repairs services and we would like to thank you for your cooperation as these changes are put in place.

The updated emergency contact numbers are on the back page.

Hello to the new Trades Operations Manager

Link has appointed Rab Stevenson as Trades Operations Manager to lead on the establishment of our new in-house trades team.

Rab has a proven track record of delivering excellent and market leading repairs services and says of his new position: “My aim is to create an in-house trades team that will provide a first class repairs service to all Link customers and I will work to ensure that our tenants have the opportunity to shape the service accordingly�.

The first phase of the new service is due to start in Stirling and Falkirk in autumn 2013 with the service being rolled out to other areas in further phases.

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

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Tenants love their new homes

Link tenant Jacqueline Main with Link Chair Peter Foreman.

Over the past six months Link has completed developments in Chapelhall, Kirkintilloch and Larbert.

At Taig Road, Kirkintilloch, the 16 properties consist of 10 two bedroom cottage flats, with one flat specifically designed to meet the needs of a wheelchair user, four two bedroom mid-terrace houses and two three bedroom end-terrace houses. The new development also included the provision of a new play area (with safe grass mat surface) to replace the existing outdated equipment.

At Gibb Street, Darroch Crescent and Gowan Place, Chapelhall, the 36 properties consist of 16 two bedroom flats, 19 two and three bedroom houses and one house specifically designed to meet the needs of a wheelchair user. The new homes also benefit from solar thermal panels which heat domestic water which in turn helps to keep costs down for the tenants who live there.

New Chapelhall tenant, Jacqueline Main said of her 8

new home: “Being offered this property was like a dream come true. I am delighted with the standard and quality and I especially like the big living room with bay window and garden. I am very happy with this property.”

At Kinnaird Village, Larbert, the first phase of 28 properties completed earlier this year, consisted of two, three and four bedroom homes. The second phase of 21 two-storey terraced family houses was completed in December with new tenants just moving in recently. Each home has gas central heating and hot water systems, high thermal insulation and double glazing to create warm, comfortable and

energy efficient homes that will be easy and economical to run.

New Larbert tenant, Linda Cornwall said: “I was living in Falkirk in a Link property and have been looking to move to Larbert to be close to family and my child's local school. I was overjoyed when I was told that I was successful in getting one of these properties.

This has had a positive impact on me and my son and will improve our quality of life. The house meets all our needs and we have been advised will be more energy efficient so that's great. We are so happy and I can't thank Link staff enough.”

We worked closely with North Lanarkshire, East Dunbartonshire and Falkirk Councils respectively and the Scottish Government on these developments. Each site was acquired using funding from the Scottish Government and the properties meet Link design standards for affordable housing.

Taig Road, Kirkintilloch

Kinnaird Village, Larbert

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

Basic Bank Accounts Welfare Reform is going to change the way your benefits and tax credits are paid and it will give you the responsibility to pay your rent and other bills.

Link’s Advice Team is looking at ways it can help you with budgeting your money. One of the products you should know about is a ‘Basic Bank Account’.

This is available to people on lower incomes or to those who just want to use a simple banking facility.

A Basic Bank Account is very simple to use. Your money (such as your benefits or tax credits) is paid into your account and you can then use it to pay your bills by direct debit. The account does not offer any credit or overdraft facility. Therefore, if you do set up a direct debit to pay your rent and other bills you must make sure you have enough money in the account to avoid bank charges.

With a basic bank account you can ● Have your Benefits, Wages, Pensions, or Tax Credits paid directly into your account. ● Pay in cheques for FREE. ● Make easy cash withdrawals at the Post Office or cash machines. ● Pay your bills by direct debit – you may be eligible for a discount!

How to open a basic bank account ● Visit the bank or building society you have chosen and ask to open a basic bank account. ● You will be asked to provide two forms of identification such as your passport, driving licence, a recent bill or proof of address to open an account. If you don't have any of the above, the bank or building society should accept a letter from a responsible person such as a doctor, or landlord. ● Before the bank offers you an account, they may run a credit check. Don't worry if you have previously been declared bankrupt, you may still be able to open a basic bank account.

Things to consider If you open a basic bank account at a bank or building society where you already have a current account and are in overdraft or owe other debts, any money used to open the basic bank account may be used to pay off these debts. Open a basic bank account at a different bank or building society to keep your money safe.

Some accounts are only available if you are over 18 – Please check with the bank or building society.

Having problems opening or using a bank account? ● Unsure about the type of account the bank is offering you? ● The bank won't open a basic bank account for you? ● Not able to get out money from your account yourself?

Contact Link’s Advice Team on 01324 417174

Additional services may include: ● Paying for your shopping in stores or online by debit card. ● Paying your bills by standing order. valuing people, providing homes, building communities, working together

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Spread some festive cheer by helping older people We need volunteers to help older and disabled people in Fife, North Lanarkshire and Edinburgh.

If you have one hour a week to spare you can help others achieve a greater independence and a better quality of life.

RealLiving is looking for volunteers in Dunfermline and the West Fife Villages to spend time with someone over 65 who is socially isolated in their own home. Volunteers can either speak to the older person over the phone or spend time with them at a location of their choice.

If you would like to volunteer then please call 01592 644048.

North Lanarkshire Care & Repair run by Horizon Housing Association, and Care and Repair Edinburgh are looking for volunteer handypersons in North Lanarkshire and Edinburgh. Volunteers provide practical help such as house repairs, improvements, adaptations and small household tasks to help older and disabled people live in their homes in comfort and security.

If you would like to become a volunteer handyperson then please call 0800 048 2882 (North Lanarkshire) or 0131 220 7630 (Edinburgh).

If you are over 65, or know someone who is, and think you would benefit from receiving one of the services listed above then please call the relevant number for more information.

GET AHEAD WITH YOUR RENT Remember, you rent is payable in advance on or before the 1st day of each month. You can pay in a variety of different ways to suit your circumstances: Direct debit: This is the easiest way to pay your rent if you have a bank/ building society account. You can decide which day to pay your rent each month but remember that you may incur a charge if the direct debit is not honoured. Call us on 08451 400 100 if you would like us to set up a Direct Debit for you. allpay: You can use your allpay card to pay your rent via: ● telephone – call allpay direct on 0844 557 8321 or call the Customer Service Centre on 08451 400 100 (office hours only) (credit or debit card payments) ● the internet at www.allpayments.net (credit or debit card payments) ● your mobile phone – just download the allpay app from Google Play or the Apple App store (credit or debit card payments) ● Any Post office or Paypoint outlet (cash, credit or debit card payments) If you have any problems in paying or managing your bills please let us know. We can help!

Call the office on 08451 400 100 or 0330 303 0013 (from your mobile phone) or text 0755 718 3553

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

The cover has been designed to help you insure most of your belongings as easily as possible. The minimum value of possessions you can insure is only ÂŁ9,000 (ÂŁ6,000 if you are aged over 60) and premiums start (for standard cover) from as little as ÂŁ1.33 a fortnight (under 60s) and ÂŁ1.02 a fortnight (over 60s) and 82p a fortnight for tenants and residents of sheltered housing.

Extended accidental damage and optional extensions such as personal possessions, cover away from the home, wheelchairs/mobility scooters, hearing aids and buildings cover for sheds, garages and greenhouses are available for an additional premium.

Win ÂŁ25 store vouchers What would you do if you arrived home after a night out or a trip away to find out that someone had broken into your home or a pipe had burst and flooded your property?

For further information call the Link, Larkfield or Horizon office, for a free information pack or call This Tenants Contents 0845 601 7007.

Your belongings are not automatically insured by Link against fire, theft, water damage and other household risks. So, if you haven’t thought properly about insurance cover, you could be in for a shock. However, Link can now arrange for insurance for the contents of your home at a special affordable rate.

There are 16 words to find in the grid below. Can you find them all? If so mark them up clearly and return with the slip below to Leah Webb, Watling House, Callendar Business Park, Falkirk, FK1 1XR before 31 January 2013. You could be the lucky winner of the vouchers. The winner will be the first correct entry drawn.

HOME CONTENTS INSURANCE Wordsearch

Name: ........................................ ....................................................

Telephone number: ....................

ACCIDENTAL BURST PIPE CARPETS COVER DECORATION FIRE FLOOD DAMAGE FREEZER CONTENTS HOME INSURANCE KEYS LIABILITY STOLEN STORM TELEVISION THEFT

....................................................

Address: .................................... .................................................... .................................................... .................................................... ....................................................

Postcode:.................................... ....................................................

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

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Emergency contact numbers for when the office is closed For repairs to all new boiler or central heating systems that are LESS than 12 months old, please call the number shown on the front of your boiler. If no number is shown, call Devine Energy on 0131 660 2299

WINTER HOLIDAY OPENING HOURS All Link offices will be closed on 25 and 26 December 2012 and 1 and 2 January 2013. Link’s Customer Service Centre will be open on 27, 28 and 31 December from 9am to 5pm to take emergency repairs calls only. As there will only be a small number of staff working, the office will not be open, but it does means you can contact a member of Link staff if you have an emergency rather than calling the emergency contractor. If your repair is not an emergency, we ask you to wait until the office reopens on 3rd January 2013 to contact us.

For repairs to central heating systems MORE than 12 months old, call Saltire on 08451 400 100 pressing Option 5 If you have any other emergency repairs:

Call Morrisons on 01698 403146 if you live in Argyle & Bute, Clackmannanshire, East Renfrewshire, East Ayrshire, East Dunbartonshire, Falkirk, Glasgow, Inverclyde, N Lanarkshire, Perth & Kinross, Renfrewshire, S Ayrshire, S Lanarkshire, Stirling or W Dunbartonshire Call R3 on 03000 999 247 if you live in the Borders, Edinburgh, East Lothian, Fife, Midlothian and West Lothian Call Lochaber HA on 01397 702530 (Fort William) or Skye & Lochalsh HA on 01478 612035 (Kyle of Lochalsh) if you live in the Highlands

Tips to protect your home during cold weather Winter is coming so make sure you know how to protect your home from the cold weather. ● To prevent flooding and wastepipes 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 ● To avoid frozen or burst pipes, keep your house warm day and night by having your heating on low ● 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) 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 2012.

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valuing people, providing homes, building communities, working together