SBHA Spring Newsletter 2023

NEWS

20th Anniversary edition - Spring 2023

In this edition Information on your p.3 rent Investing in homes p.4-5 How you can get p.8-10 involved

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 بالرقم‬،‫ أو كنت ترغب يف تلقّي نص الوثيقة بلغة مختلفة‬،‫إذا كنت تريد نسخ ًة من هذه الوثيقة بخط طباعة أكرب‬ 01750 724444 www.sbha.org.uk

www.sbhahomechoice.org.uk

www.sbto.org.uk

Welcome!

IN THIS EDITION This is a critical step towards reducing our carbon footprint and helping to address the global challenge of climate change. We will be working with Tenants and stakeholders to develop our plans on how we will achieve this.

Welcome to this Spring edition of the Tenants' Newsletter.

The Scottish Borders Tenants Organisation (SBTO) represents all SBHA Tenants. We are working together with SBHA to help shape the services SBHA provides, ensuring Tenants are kept involved and informed.

This year we will be getting out and about over the Spring and Summer to meet with you in your community and hear what matters most to you in your local area. Your views and ideas are important to help make our local communities even better places to live.

There are many ways for you to get involved and we would be delighted to chat to you about how you can do so in a way that best suits you. We can also give you more info about becoming an SBTO member, if this is something that interests you.

We will be carrying out our Tenant Scrutiny project over the Summer, supported by our Student Intern and the Tenant & Community Engagement Facilitator, Louise McNeilage. We will be reviewing SBHA's service standards and providing recommendations for improvement, helping to ensure services meet the needs of all Tenants. We encourage all Tenants to get involved. To find out more, please contact Louise on lmcneilage@sbha.org.uk

Gordon Saunders, SBTO Chair, on behalf of the Editorial Panel

Julia Mulloy, Chief Executive This year is a landmark year for SBHA, as we celebrate 20 years since our creation. Over the past two decades, we have grown and adapted to deliver the best services to Tenants and communities. In the coming year, we'll be marking this milestone with you.

It's also a time to look forward to the future. A key objective for SBHA will be delivering our plans to transition to a Net Zero emissions future.

We believe that working together we can achieve our Net Zero goals and create a sustainable future for our communities. We will keep you updated on our progress and welcome any suggestions and feedback you may have.

Thank you all for your support over the last 20 years. You have played a crucial part in our success, and we look forward to continuing to work with you over the many years to come.

Join SBHA's Board Are you passionate about housing and communities?

Are you interested in a unique opportunity to help direct and monitor the work of SBHA? We are looking for Tenants to join SBHA's Board, who will play a key role in the most senior governing body of SBHA. The voices of our Tenants and customers are key to everything that we do. We cannot achieve our mission without the views of Tenants helping to shape decisions at every level.

We are looking for people who are committed to customer service excellence, raising standards and continuous improvement. This is an exciting time to be joining SBHA, to help shape our future direction.

Experience of working on a 2

Board is not required, however you'll need to demonstrate that you share our values and have the right skills or can develop them with our support.

We believe having a diverse Board with members of all backgrounds will help us make better decisions. This is why we encourage Tenants of all ages and cultural backgrounds to apply.

Could this be you? For more information and to arrange an informal chat, please get in touch with us on 01750 724444, or email board@sbha.org.uk

COST OF LIVING

Your rent

Ensuring rent remains affordable Thank you to all Tenants who contributed to our rent consultation over the Winter.

You will now have received letters setting out what your rent and service charge amounts are for 2023-24.

This year's rent increase is slightly lower than the average increase being applied by housing associations across Scotland, of 5.34%, and is significantly lower than inflation, with CPI at 11.1%.

We took your valued feedback into account, setting our rent increase level at 5% to keep rents affordable while still being able to maintain the services we currently provide, as well as continuing to invest in homes.

67% of you told us that this increase was about right.

Health & Safety Cyclical works £1.2m

Roads & footpaths £490k

This year we'll be investing £8.6m on Planned Improvements to Tenants' homes - see page 4-5 for further details.

This newsletter sets out examples of how we're continuing to prioritise service improvements, whilst we do all we can to reduce operational costs.

We recognised that with high inflation and the current cost of living crisis, a higher increase would have been unaffordable Other investment headlines for Tenants.

Repairs & empty homes £3.3m

Cyclical painting £362k

Great Places £507k Estate Improvements £50k Tree maintenance £133k

Here to support you to stay Warm and Well We are delighted to announce that our Warm and Well Service is expanding!

Last year alone, our Warm and Well Advisor Matt Rorison helped 621 Tenants with their energy costs.

Recognising the value of this much-needed service, we are partnering with Borders Housing Network to continue to deliver this free service to even more SBHA Tenants in the coming year, as well as expanding to offer this to tenants of Eildon, Berwickshire and Waverley Housing. This is thanks to funding from Scottish

Borders Council's Cost of Living Fund, to employ an additional Warm and Well Advisor, as well as retaining the valuable experience of Matt.

If you are experiencing difficulties with your home energy costs, or would like some advice, please get in touch with Matt by calling 3

01750 724444, or email enquiries@sbha.org.uk, or why not pop along to meet with him at one of his drop-in sessions on Wednesdays between 10am and 1pm at Cafe Recharge, Island St., Galashiels.

Above - Councillor Robin Tatler, SBC's Executive Member for Communities & Equalities (left) with Matt.

CREATING GREAT PLACES TO LIVE

Investing in your homes and communities Our plans

We remain committed to delivering our 6-year Planned Maintenance Programme, continuing to deliver investment in two areas each financial year, covering all areas over the next 6 years.

A summary of the programme is provided below, as well as the type and volume of major works taking place over the coming year, 2023-24. We will be in touch with you in advance of any works taking place.

The 6-year Planned Investment Programme Location

Year

Hawick Central / West End, Newcastleton, Newmill, Bonchester, Denholm, Lilliesleaf, Southdean & Jedburgh, Ancrum

2023-24

Gala Central & Melrose, Bowden, Darnick, Gattonside, Clovenfords, Fountainhall, Stow, Traquair

2024-25

Selkirk, Ettrickbridge, Yarrowford & Hawick

2025-26

Peebles, West Linton, Broughton, Eddleston, Eshiels, Manor, Horsbrugh Ford, Romanno Bridge, Skirling & Gala Langlee

2026-27

Gala North & Earlston/ Newtown St Boswells, Maxton

2027-28

Kelso, Heiton, Morebattle, Smailholm, Sprouston, Town Yetholm, Ashkirk & Hawick Burnfoot

2028-29

What we're delivering this year

External painting 627 homes

New bathrooms 185 homes

New doors 600 homes New kitchens 207 homes

We will also be carrying out replacements to 300 windows across our homes in several areas over the coming year, and we will bring you details of our plans for this on our website and in the next newsletter.

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CREATING GREAT PLACES TO LIVE

Investing in homes and communities Meet theTeam

We are investing £8.6million in Tenants' homes over the coming year and our dedicated Assets Team is responsible for delivering this significant investment.

We're delighted to have welcomed our new Asset Planning Lead, Martin Sloan, in January to lead the Asset Team. Martin brings over 25 years' experience in asset management and has a demonstrated passion for ensuring Tenants receive an excellent service. Martin says: "I am committed to ensuring Tenants continue to live in affordable, quality homes and am delighted to be leading the highly experienced and professional Asset Team at SBHA.

Martin Sloan, Asset Planning Lead

Our Stock Condition Surveyors, Ross and Graeme, collectively bring vast technical experience, and will be out and about in Tenants' homes carrying out surveys. Together with our Asset Analyst, John, their work helps inform our investment plans. John will be a familiar face having worked with SBHA since 2012, and has much valued insight into our homes.

The team really enjoy meeting Tenants and will be pleased to help with any enquiries or queries you have, so please do get in touch or speak to them when you see them out and about. If an appointment for inspection of your home isn't suitable, please let us know. We'll be happy to arrange an alternative more suitable for you.

John Dodds, Asset Analyst

Ross McGilp, Stock Condition Surveyor

Graeme Hodgins, Stock Condition Surveyor

Energy-efficient homes

Did you know, we are already working towards the Scottish Government's target of Net Zero emissions by 2045?

As part of this vital commitment, we have been working with GreenSkye Energy to carry out energy efficiency improvement works to Tenants' homes. These have included external wall insulation, internal wall insulation, loft insulation and air source heat pumps (ASHP), with some homes benefitting from more than one measure.

In total, 1,147 homes have had works carried out, and collectively these measures, costing £2.4million, will save 5.6m tonnes of carbon. This contributes towards ensuring Tenants' homes are more environmentally friendly, and improves the energy efficiency of the homes.

We will continue to work with GreenSkye on carrying out works to improve the energy efficiency in the small number of homes below a Standard Assessment Procedure (SAP) Band D. 5

KEEPING YOU SAFE

Damp and mould? Contact us What we're doing, and how you can help

Damp and mould can be a serious problem for your home and health. It affects almost one in five homes in the UK no matter the age of the property. If you notice any damp and mould it needs treating quickly as it can make asthma and other respiratory illnesses worse due to inhalation of mould spores.

When you report damp or mould to us we will arrange an inspection and ensure that any required remedial works are carried out as quickly as possible. This may include repairs to: • leaking internal pipes • broken heating systems • missing roof tiles or faulty guttering • cracked walls or rotten window frames We will also replace any damaged plaster, skirting boards or floorboards, and advise on re-decoration.

We will follow up works to ensure that they have treated the issue effectively. If not, we will look at further improvements, for example installing a damp proof course.

We are also: Proactively identifying those homes which may have an increased risk of developing issues with damp and mould, so that we can take steps to prevent this.

We're ensuring that front-line staff are equipped with the skills to identify causes and arrange treatment for damp, making use of specialist advisers where required.

Ensuring that remedial works are carried out as quickly as possible. We will also follow up works to ensure that they have treated the issue effectively.

Trialling damp sensors, which monitor temperature and humidity, allowing us to identify issues and take preventative steps. Having assessed the results of our first trial, we are now looking at trialling a second, more effective and economical system.

What can I do?

The level of condensation in the home is determined by moisture levels, temperature and how well-ventilated the home is. Try the following tips to reduce condensation.

When bathing and cooking, use any Dry clothes outside if you can. extractor fans you have and open If drying inside, put them in the windows to remove the excess moisture bathroom with the door closed and from the air. Keep doors closed to stop window open/fan on. Any tumble moisture travelling through your home. drier vents should go outside (unless it’s self-condensing).

Keep furniture away from walls, Keep lids on pans when cooking, particularly external walls to allow air and don’t allow kettles to boil for to circulate around them. Allow room in longer than you need to. wardrobes and cupboards for circulation.

Use the trickle vents on windows and wipe condensation from windows and window sills every morning. Open bedroom windows for 10 minutes in the morning to let moist air escape.

Very cold rooms encourage mould to grow. It’s recommended that you don’t allow the temperature in your home to fall below 14°C.

Call us on 01750 724444, Freephone 0800 0193 222, email enquiries@sbha.org.uk You can also report damp via the form on our website - sbha.org.uk/damp-and-mould

We know that many people are concerned about heating costs right now. If you feel that this is preventing you from heating your home, please get in touch with us. We can offer dedicated support to help you manage this.

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NEWS

Driving repairs service improvements Working together to improve

We know that the Repairs Service we provide is important to you.

While the majority of you advise you are satisfied with the service, we know we can do better and are currently reviewing how we deliver this service.

We are working directly with a group of Tenants to better understand your experience, to inform how we can make improvements that matter to you. Thank you to those Tenants who have got involved in our regular workshop sessions on this to share their insight and feedback. Tenant Greg Theocharis comments: "It's really interesting and informative - we've had some frank, constructive discussions about how the repairs process could be improved for Tenants."

If you would like to get involved to share your insight and feedback, please contact Louise on lmcneilage@sbha.org.uk or call 01750 724444.

Listening....acting....calling us

Listening to your feedback, we have upgraded our telephone system to improve the quality of our customer service and enhance your overall experience when contacting us.

Key features of our new system include: • free calls for you for all enquiries when using the freephone number, 0800 0193 222* • call queuing information that will provide you with real-time updates until your call is answered • greater flexibility for us to monitor calls to improve quality and our response times *The 01750 724444 number is still in use, however, calls to the 0800 0193 222 are free We're keen to know what you think of the new system - please let us know!

The average wait time for calls in March was 2 minutes 11 seconds.

You said, we did

Neighbourhood improvements You've told us that the look and feel of areas around your home impacts on how you feel about where you live. In Langlee we have been installing new vinyl flooring, high-security Martec doors and energyefficient LED lighting in blocks, as well as carrying out stairwell painting.

Before

After 7

NEIGHBOURHOOD NEWS

Voices Together Community events

Celebrating SBHA's 20th Anniversary, we were delighted to join Tenants of Kelso's Rutherford Square recently, remininscing over cream teas, games and dancing with musical entertainment Perfect Harmony performers The Mickricks. Watch out for more events planned in the coming months!

You said, we did Evening walkabouts

Tenants and residents at Hazeldean, Galashiels have been meeting recently with support from Neighbourhood Housing Officer Fiona Mallin (second from right) and Tenant and Community Engagement Facilitator Louise McNeilage to discuss use of shared spaces.

Residents are keen to help create a stronger sense of community through events.

We're looking forward to seeing you all at Community Events over the Summer. We'll be at the Langlee and Burnfoot Carnivals, and we'll also be popping up at various school fairs.

There will be opportunities to give us your thoughts about where you live, as well as some fun stuff for younger people.

See you there!

You asked if we could carry out estate walkabouts outwith the normal working day, to give more options for people to attend.

We are now trialling early evening walkabouts in two patches - in Langlee, Galashiels with Neighbourhood Housing Officer Kelly Mitchell, and in Peebles with NHO Debbie Morrison (above). Look out for details on our website and social media.

The SBTO Gardening Competition

It’s time to get your gardening gloves on again for SBTO’s Annual Tenant Gardening Competition.

This year, we'll be judging in mid-July, so don't forget, as well as the overall Best Garden category, there are prizes on offer for Best Container Garden, Best Window Box, Best Food Grown in your Garden or Home, and Best Amenity Garden. You can enter yourself, or why not show your appreciation by nominating a neighbour? Simply send us an email to communications@sbha.org.uk, or call 01750 724444. And good luck!

Watch out for more details coming soon on our website and social media!

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NEIGHBOURHOOD NEWS

Getting involved in your area Meet your Neighbourhood Housing Officer

May is a great month to get out and about. Our walkabouts are your chance to meet with your Community Team and talk to them about the improvements you'd like to see in your area. See our website, www.sbha.org.uk, for details of upcoming walkabouts. May's walkabouts are below. Not able to make it? You can still contact your Housing Officer to share ideas or raise any areas of concern.

Who is my Neighbourhood Housing Officer?

See https://www.sbha.org.uk/about-sbha/whos-who/community-teams/ Town

Date and time

Your Housing Officer

Hawick

9th May, 2pm

Clair Wood

Galashiels

11th May, 1pm

Fiona Mallin

Hawick

16th May, 2pm

Clair Wood

Kelso

18th May, 3pm

Helen Bulman

Hawick

18th May, 2.30pm

Bev Richardson

Hawick

23rd May, 2pm

Clair Wood

Jedburgh

24th May, 1.30pm

Guy Shillinglaw

Hawick

25th May, 2pm

Susan Falconer

Galashiels

31st May, 1.30pm

Kelly Mitchell

Areas & where to meet Fisher Avenue - meet at start of Fisher Avenue Balmoral Estate Stonefield / Liddesdale Court / Liddesdale Road. Meet outside block 1, Stonefield Town Centre - Horsemarket / Woodmarket / Coalmarket / Cross Street / Rutherford Square / Grovehill Branxholme Road and Churchill Road. Meet at the car park at the top of Churchill Road Allars Crescent / Backdamgate area. Meet outside Block 1 Hartrigge Crescent, Headrig. Meet at the park Ramsay Road, Moat Crescent and Renwick Terrace. Meet at corner of Ramsay Road and Moat Crescent Tweed Road/Kingsknowes Village meet at Kingsknowes Village

Neighbourhood news - Housing Officers on the move!

We are pleased to welcome Scott Ramage to his new role of Neighbourhood Housing Officer for the Selkirk area. Scott has been with SBHA for 6 years, working with both the Solutions and Anti-Social Behaviour Teams, and is looking forward to working closely with Tenants and residents in Selkirk.

Meanwhile, Susan Falconer is moving to work with Tenants and residents in Newcastleton and the West End area of Hawick. Though sorry to be leaving Selkirk, where she's worked for 10 years, she's excited to have the opportunity to work with the Hawick and Newcastleton communities.

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YOUR VOICE

Have your say

Tenant Participation has something for everyone SBHA Tenant Marlen Jones has been involved in Tenant Participation since the creation of SBHA - and before!

She played an active role in the run-up to stock transfer to ensure Tenants had their say, and since then has served on SBHA's Board of Management, including a spell as Acting Chair, as well as Chair of the Housing Sub-Committee.

Along the way, Marlen has taken part in training and further education and gained qualifications. She has also served as mentor to new members.

Want to become a Shareholder with SBHA? Shareholder membership is open to all Tenants of SBHA. Applying to become a shareholding member is easy - simply complete the short

Asked about the best thing about getting involved throughout the years, Marlen says: “Knowing that I’ve played a part in helping people to have their voices heard. I've learned so much and taken part in so many initiatives that have helped improve standards and service for all Tenants.

"Also the lifelong friendships I've made. I first met Doris Charlton (current SBTO Treasurer) back before stock transfer, and we’ve been firm friends all this time.

Nothing cements a friendship application form available on our website and return it to us along with a nominal fee of £1.

Once your application is approved by our Board, you can, as a shareholder, attend our AGM, vote to elect Board

like working together on something you’re both passionate about.”

As Marlen always says: "If you want to ensure you have your say, you've got to get involved!" members and influence the future of SBHA. For more information and to download the shareholding member application form, visit our website or contact Louise at lmcneilage@sbha.org.uk

Get involved this Summer

This Summer, SBTO will be carrying out its annual Tenant Scrutiny exercise, and invite you to take part to help review SBHA's service standards and provide recommendations for improvement, helping to ensure services meet the needs of all Tenants. Training and support will be provided, through a student intern and the Tenant Engagement and Communication Team. Contact us if you're interested in taking part in this year's project.

Hi, my name is Jasmyn Davidson, and I was the Tenant Engagement Assistant at SBHA last year. I really enjoyed my time at SBHA, which gave me so many skills and opportunities. I was able to put the skills I’d learned in my Psychology degree to use in a new context. Working with Tenants and supporting the Customer Audit team was an experience I will always be grateful for.

We greatly value all feedback that we receive from Tenants, and we employ an independent survey company to carry our anonymised satisfaction surveys on our behalf. We are now running a procurement exercise to ensure that we have the best-value provider for this service.

Watch this space for more details!

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PERFORMANCE

How are we doing?

Tenant satisfaction

Oct-Dec 2021

Oct-Dec 2022

Tenants satisfied with overall service

77%

76%

You told us that you wanted more options to make an appointment for fuel servicing.

Tenants satisfied with how they're kept informed

68%

71%

Tenants satisfied with opportunities to participate

58%

59%

Our contractor, PH Jones, now offers an online self-service option that allows you to change your annual Gas, solid fuel or air source heat pump check to a time that suits you, provided the new appointment is within a year of your previous year's service.

Tenants satisfied with a repair they've had carried out in the last 12 months Time taken to carry out an emergency repair

78%

82%

1.9 hrs

2 hrs

9.5 days

11.5 days

97.3%

97.9%

Days to re-let an empty home

34

34

Calls resolved at first contact

89%

88%

You said, we did

You'll find details of the new self-service option on your appointment letter from PH Jones.

Time taken to carry out a non-emergency repair Percentage collected of rent due

Complaints outcomes Total complaints received

Complaints received by service area October to December 2022

Oct-Dec Oct-Dec 2021 2022

78

84

-

14

38

26

Neighbour disputes 2

-

16

Development 2

Upheld

40

28

Average days taken to respond - Stage 1

5

4

Average days taken to respond - Stage 2

16

16

79%

92%

100%

100%

Complaints resolved Not upheld Partially upheld

% of complaints responded to within SPSO timescales Stage 1* % of complaints responded to within SPSO timescales Stage 2

Allocations 4

Customer services 7 Estate management 10

Tenancy management 9

Planned & cyclical maintenance 20

Repairs & maintenance 31

* Timescales for responses are set by the Scottish Public Services Ombudsman - www.spso.org.uk/spso

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Have your say - Local Offices

We aim to ensure that we deliver quality, accessible services that provide you with an excellent customer experience and we need to ensure that we continue to do so in the most efficient and effective way.

Listening to you, over the years we have significantly changed the way we deliver services, providing you with greater digital access and our Teams working mobile, being out and about in neighbourhoods to meet with you. This has reduced the time the Team spend working from behind a desk in the Henry Coyle, Director offices and stood us in good stead during recent challenging times of the Covid of Customer Services pandemic when, in line with national restrictions, our offices were closed.

We are now considering alternative future options for the use of our local offices in Hawick and Galashiels, which have remained closed since the beginning of the pandemic. We are keen to hear your views, and we invite you to come along to one of the following Tenant drop-in events to meet with us and share your thoughts to help shape our plan.

• Thursday, 15th June 2023 at the Heart of Hawick at Kirkstile, Hawick between 4pm-7pm • Wednesday, 21st June 2023 at Cafe ReCharge, 58 Island St, Galashiels between 4pm-7pm There will be further opportunities for you to have your say on this over the coming months, including via a dedicated survey which will be issued to all Tenants, and other community events. For more information, please call Henry Coyle, Director of Customer Services, on 01750 724444.

To send feedback on this newsletter, share ideas for future articles or to find out more about any of the engagement opportunities highlighted in this newsletter, please contact Louise McNeilage, Tenant & Community Engagement Facilitator on lmcneilage@sbha.org.uk, or call 01750 724444.

Spring puzzle - spot the difference!

Find the ten differences between our two Spring images! Send a picture of your completed puzzle to jmcrobbie@sbha.org.uk by the 31st May for a chance to win a £20 voucher.

And did you spot the bunnies? Let us know how many there are by the 31st May for a chance to win a £10 voucher. Send us an email at jmcrobbie@sbha.org.uk.

Registered as a Scottish Charity - No. SC030751

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