NEWS Autumn edition 2020
SBTO Gardening Competition results inside!
If you would like a copy of this document in larger print, or would like to receive the text of the document in a different language, please call 01750 724444 Jeśli chcieliby Państwo otrzymać kopię niniejszego dokumentu w formacie dużym drukiem lub w innym języku, prosimy zadzwonić pod numer 01750 724444 فرنجو االتصال، أو كنت ترغب يف تلقّي نص الوثيقة بلغة مختلفة،إذا كنت تريد نسخ ًة من هذه الوثيقة بخط طباعة أكرب 01750 724444 بالرقم
www.sbha.org.uk
www.sbto.org.uk
In this edition Our project with Aberlour
p.3
Tell us about your lockdown hero
p.4
SBTO Goes Digital Helping Tenants get online
p.5 p.6
IN THIS EDITION
Welcome! Welcome to your Autumn Newsletter - our last as joint Chairs of SBTO. By the time you receive this newsletter a new Chair will have been voted in at the SBTO AGM. We could never have imagined when we were elected two years ago that our monthly Tenant meetings would go from sociable face-to-face meetings to online meet ups. Many thanks to the new Tenant Engagement and Communication Team who helped all the SBTO members with getting online, ensuring SBTO can still get together. Our thanks go to the members of SBTO for giving up their time and being so committed and passionate; to Alison Notman, Tenant Participation Manager (now retired) who was a wealth of friendly knowledge and advice; the SBHA Team members who have worked with us in seeking to improve standards and services for Tenants, and to all SBHA Tenants who have given their feedback. If you are interested in getting involved, please contact Catherine Beattie, Corporate Manager, on 01750 724444. You would be most welcome. We hope you enjoy this issue. Tracey Glover and Dominic Brookes, SBTO Chairs (Oct '18-Oct '20)
Julia Mulloy, SBHA's Chief Executive
Thank you all for your support and understanding over what has been, and continues to be, a rapidly changing and unsettling time. Please know that our Team is here to support you. The ups and downs of the last few months have led us to reflect more than ever on the importance of home. We recently celebrated Scottish Housing Day, and discussed 'the Value of Social Housing' something many appreciate in these times.
Aberlour Children's Charity, which will allow young people in the Borders to access support close to home. We also share with you how we're offering new ways to get involved, and continuing to support Tenants, taking the lessons of Covid into the future as we modernise services, while ensuring that we keep you safe. We recently held our 18th AGM, our first to be held online, with attendees joining us from all over the Borders and beyond. I would like to say a special thank you to Simon Mountford, who is stepping down as SBHA's Chair, and welcome to our new Chair, Robin Hill (pictured below). We look forward to working with Robin in the years to come.
In this edition of the Tenants' newsletter, we bring you the great news about our innovative new project with
THANK YOU SIMON
As his time as Chair comes to an end, we would like to thank Simon Mountford for his leadership and dedication.
Reflecting on the past five years, Simon comments: "Over this time we have invested in and built homes, expanded Tenant engagement and formed partnerships which are helping us to meet the varied needs of Tenants and communities across the Scottish Borders. 2
"It had been a privilege to lead the Board of SBHA, and I look forward to continuing as a member of the Board of Management for a further year."
NEWS
Keeping young people close to home
Working in partnership to expand opportunities Supporting young people More than 400 young people have now been supported to make the transition to independent living through our 16+ Transitions Project, which is delivered in partnership with Scottish Borders Council. The project benefits vulnerable young people leaving care in the Scottish Borders, giving them a range of life skills and training.
We are delighted to be expanding services for children and young people in the Scottish Borders. An innovative partnership between Aberlour, Scottish Borders Council, SBHA and The Robertson Trust has secured funding for two vital services for children, young people and their families. Aberlour’s Sustain service works with families to prevent children from coming into care
and has secured funding for the next four years. In addition to this, the partners have unveiled new plans to build an eight-bed residential service which will enable children and young people with complex needs to remain in the Borders. The residential facility will keep children and young people closer to their families and will be built by SBHA, near Tweedbank. Aberlour will
#KeepingYouSafe
We are currently carrying out essential safety works in Tenants' home. These include upgrades to fire alarms and electrical safety checks, and as these are vital for your safety they are required by law. It is very important therefore that we are able to gain access to your home to complete this work. You will receive a letter from us or from our contractor to let you know when this work is due. Please help us to keep you safe by calling to arrange an appointment when you are invited to do so.
3
provide the service, funded by Scottish Borders Council, with a contribution from The Robertson Trust. Julia Mulloy comments: “Developing this project has been an exciting opportunity to think creatively together to enable children to live locally. The new homes and services will build on our joint commitment to supporting the lives, prospects and future of young people with complex needs in the Borders.�
GETTING INVOLVED
Working together Improving services
Back when we were still able to attend conferences in person, SBTO's Dominic Brookes (left) and Ralph Nichol were invited to share their experience of Scrutiny with fellow Tenants at the Tenant Participation Advisory Service (TPAS) Scotland Conference in St Andrews. Dominic and Ralph spoke about their experience as members of one of the few Registered Tenants' Organisations (RTOs) that carry out Scrutiny – most landlords carry out scrutiny through a short-lived panel that has been set up specifically for the purpose.
Scrutiny is that there is already a working relationship with the Association, so Tenants feel more comfortable about making suggestions." Dominic commented: “Attending the TPAS Conference was a great opportunity to share our experiences. We're very fortunate at SBTO in receiving the support that we do.”
Catherine Beattie, part of the Tenant Engagement and Communication Team at SBHA, said: “The advantage of having an RTO carry out
Scrutiny - 5 years on What's been achieved?
Grounds Maintenance Standard (2016) Complaints with service are down
Empty Homes Lettable Standard (2015) Satisfaction with the home on moving in up 19%
Who's your lockdown hero? Do you want to say a special thank you to a friend, family member or neighbour who has gone the extra mile in lockdown? Now's your chance! Please contact us to let us know. Call us on 01750 724444, or email communications@sbha.org.uk
Repairs and Maintenance Service Standard (2017) Satisfaction up 7%
Customer Service Standard (2018) Improved call-handling issues resolved at first point of contact up 33%
SBHA Board Members
Congratulations to (l-r) Allen Tills, Simon Mountford and Ian Macdonald, who, in line with SBHA's rules, stood down and were re-elected as Board members at SBHA's recent AGM. We look forward to our continued working relationship.
#SBTOLockdownHero
4
GETTING INVOLVED
SBTO Goes Digital
Taking Tenant Participation online The new way of meeting virtually was a great success and SBTO members really enjoyed the opportunity to catch up with each other for the first time since lockdown.
SBTO may not be able to meet in person for now, but that hasn't stopped them from getting together! Members held their first digital meeting on Tuesday 25th August.
SBTO member Margaret Tills said: "I expected that the virtual world would need to come to SBTO at some point. On the night of the meeting I was very anxious, but I soon relaxed and was able to participate. I now feel excited at this virtual world and want to learn more. I thought I was a 'technophobe', but I'm now enjoying online calls with my grandson."
SBTO Gardening Competition
Thank you to everyone who entered the SBTO Gardening Competition. As ever, you made the judges' decision very difficult!
The overall winner is Lorna Elliot from Newcastleton (right, and pictured on our front page). The judges loved this garden, with its beautiful flowers and fantastic selection of veg. They also loved the quirky pictures of Lorna's helper, Fergus! Best Container Garden was a tie, between Mr and Mrs Little of Town Yetholm (below left) and Patricia Alexander in Selkirk (below centre). The winner of Best Window Box was Allen Tills in Kelso (below right).
5
SUPPORTING TENANTS
Helping you get online #HereForYou
We are delighted to have been awarded 91 devices, including iPads and Chromebooks, to help tackle digital exclusion among vulnerable Tenants as part of the Connecting Scotland programme. Connecting Scotland is a Scottish Government programme set up in response to coronavirus and aims to get 30,000 digitally excluded
households online in 2020. So far we have received and delivered 45 iPads, Chromebooks, MiFi routers and support to develop digital skills for people who are digitally excluded, on low incomes and at risk of isolation due to coronavirus because of a long term serious health condition.
Are you struggling to meet your expenses?
Our team of Digital Champions are offering help, support and advice to Tenants to make their online experience a success. Elsie, a Tenant from Kelso, who is benefitting from the scheme, comments: “I’m a bit nervous, - it’s all so new. It will hopefully be all right once I get used to it!
Contact our Financial Inclusion Team: tel: 01750 724444 or email: enquiries@sbha.org.uk
"I’m looking forward to being able to get the news, do crosswords, and if lockdown
Need help with your finances?
#HereForYou
Have we got your details? Don't forget to keep your contact details up-to-date. Check and amend your details any time using the MySBHA App Call 01750 724444
or email enquiries@sbha.org.uk
comes in again and my family can’t visit it’ll be great to be able to do video calls.” Digital Champion and Neighbourhood Housing Officer Susan Falconer says: “Being online is something that so many of us just take for granted, and so many service providers now just assume that customers have online access. We’ve all been assigned specific people to work with, so that we can help them build their confidence, whether they want to find information, do an online shop or Skype call their grandchildren.” #ConnectingScotland
SUPPORT IN A CRISIS
Throughout lockdown we continued to let homes to people in urgent need.
Three friends found themselves in difficulty when the company they worked for closed due to Covid. Their accommodation was tied, so they were made homeless at the same time. SBHA was able to find them a new home together. One of the Tenants said: "We were desperate, we didn't know what to do. We put a message up on Facebook asking for help, and approached lots of people, including some private landlords. Then a member of the SBHA housing team got in 6
touch with us and offered help. "We're now living in nice topfloor flat, with a great view. It's clean and tidy and the neighbours are very nice. We feel very lucky." SBHA helped 48 households to move during April, May and June. We remain committed to helping people in difficult situations, and have put extra measures in place to keep you safe.
LISTENING TO TENANTS
Talk to us
Your feedback makes a difference The easing of lockdown restrictions is taking longer than expected, so we're adapting around this. We recognise that at this time it's vital that we provide you with regular updates and information. Alex Burns, Head of Property Services, was one of the Team who took part in the Q&A series.
We're also increasing the number of ways for you to get in touch, ask questions and share
your views. Thank you to all who took part in our recent Facebook Q&A series, where you were given the chance to ask questions of some of our managers, who then responded in a video or by contacting you directly - we hope you found this helpful. Your questions and comments will also help us to improve services for all Tenants.
PERFORMANCE Call handling
April-June 2020
April-June 2019
89%
82%
Calls resolved at first contact
% collected of rent due Average time to complete emergency repairs During lockdown, we implemented new safety measures that allowed us to carry on delivering emergency repairs.
1hr 30 mins
1hr 42 mins
April-June 2020
April-June 2019
94.73
93.82
April-June 2020
April-June 2019
Tenant satisfaction (from the latest independent survey carried out by BMG Research)
Clear It Away
Supported by the Fire Service While we've all been spending more time at home, we've been encouraging you to keep communal hallways clear. This reduces the amount of potentially flammable material lying around, but also means that, if a fire does break out, your escape routes are clear. If you live in a communal block where old furnuture / rubbish etc. are blocking the way, please let us know. Call 01750 724444. #KeepingYouSafe 7
81% of you feel that SBHA is good at keeping you informed (up from 78%) 74% of you are satisfied with opportunities to participate (down from 75%) 88% of you are satisfied with a repair you’ve had in the last 12 months (up from 81%)
PUZZLES PAGE Can you find the hidden autumn-related words in the puzzle? Words may be vertical, horizontal, diagonal, backwards, forwards, up or down! GEESE HAY PUMPKIN PEAR SCARECROW MAZE RED CORN BROWN SWEATER APPLE MAPLE HARVEST OCTOBER FALL RAKE ORANGE ORCHARD WHEAT
Our performance
Solutions to the summer wordsearch.
Each year, we provide you with our Landlord Report to Tenants, which tells you about our performance against the Scottish Social Housing Charter. This year, in line with the Scottish Housing Regulator's revised timetable, you will receive this slightly later. Look out for our report to you in December! Missing Felix? Keep an eye on our Facebook page for the further adventures of our furry friend!
Talk to us!
What do you think of the digital newsletter? If you wish to see anything covered in future newsletters, want to leave some feedback on this newsletter, or are interested in learning more about SBTO and how you can get involved, please contact Catherine Beattie, Corporate Manager, on 01750 724444. And remember - if you would like to continue receiving paper copies of our newsletters, just let us know.
Registered as a Scottish Charity - No. SC030751
8