Summer newsletter 2021

NEWS Summer edition 2021

Welcome to new Tenants in Oxton Full story on page 3 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 www.sbha.org.uk www.sbto.org.uk

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

Welcome!

IN THIS EDITION

are shaping our plans to offer you more ways to get involved in the future.

Welcome to the Summer Newsletter!

We hope you enjoy the articles, and we are always looking for your ideas and feedback on what you would like to see - please get in touch and let us know.

The Tenants Organisation (SBTO) has continued to meet online every month during the pandemic, thanks to the assistance of the Tenant Engagement and Communication Team. If you would like to get involved with SBTO to help make improvements in the services or communications you receive, you will be very welcome, and supported to get online if help is needed.

Summer has seen changes in the weather and also to our SBTO family. We say a fond farewell to the lovely Margaret, who has decided to step down from SBTO. We will miss her cheery character, cheeky humour and canny insight very much.

We are delighted to welcome our new Tenant and Community Engagement Facilitator, Louise McNeilage, and look forward to working with her to support SBTO and the wider Tenant community.

Meet Louise on p. 8.

Wishing you all a happy Summer!

Tracey Glover and Dominic Brookes, SBTO co-Chairs, on behalf of the Editorial Panel

Thank you to Margaret Tills

Julia Mulloy, Chief Executive As national restrictions ease, we are pleased to bring you updates of the good progress we are making since re-starting some of our services while continuing to keep you safe. We also bring you news of some exciting new services and projects and how we

As things stand, dependent on national restrictions, we plan this year once again to host our AGM virtually in September with a Special General Meeting prior to this to consider SBHA’s Rules.

In preparation for this, we have commenced succession planning for our Board and will be seeking Board member nominations for election over the next month. I would encourage you to get involved - become a shareholding member or even join our Board.

Interested in joining our Board or Sub-Commitee?

Want to become a Shareholder with SBHA?

SBHA's Board is responsible for the overall strategic direction of SBHA, as well as corporate governance and financial management of the organisation.

If you share our vision and are passionate about social housing and Shareholder membership is building strong communities, and if you open to all Tenants of SBHA have experience in finance; digital who have an interest in our technology; customer services; or work and charitable objectives. property and construction, this is a fantastic opportunity for personal and Applying to become a professional development as part of a shareholding member is easy progressive, customer-focused - simply complete the short organisation. application form available on our website and return it to us We aim to ensure our Board is along with a nominal fee of £1. representative of the communities we serve, and welcome interest from all Once your application is who share our values. To help address approved by our Board, you under-representation, however, we can, as a shareholder, attend would be particularly interested in our AGM, vote to elect Board hearing from young people and members and influence the women. future of SBHA. For more information and to download the shareholding member application form, visit our website or contact us at communications@sbha.org.uk or call 01750 724444.

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For more information and an informal chat about the process of becoming a Board member, please contact Catherine Beattie, Corporate Manager, on 01750 724444, or email communications@sbha.org.uk

NEWS

Welcome to new Tenants!

Providing affordable homes in the Borders

We are delighted to welcome new Tenants to our four new homes at Heriotfield in Oxton. Background research confirmed a specific need for affordable family homes in Oxton, which in recent years has seen families priced out of local housing.

These are the first new homes SBHA has built featuring air source heating: an energy-efficient, low-carbon home energy solution for off-grid homes, which will allow Tenants to heat their homes economically as well as reducing impact on the environment.

Through partnership working, wider benefits have been generated for this small community as part of the build, including improvements to the adjacent Council-owned playpark and groundworks for a new community hub.

Catriona's Mum lives in Oxton, and Mum, daughter and granddaughter River (aged 6) are thrilled to be living much closer together. “It’s really the answer to everything for us,” Catriona explained. “We have a place we can call home, and I'll be able to get back to work. The house has been built to such a high quality that I keep pinching myself that not only am I living in Oxton but I'm living in such an amazing house!”

Jill has moved into her new home with her 22-year-old son Callum and 10-year-old daughter Lilly. “This is our first time in a new-build house, and it's going to be great to have somewhere that's really easy to heat! Oxton seems like a really nice community, and I’m looking forward to getting involved and being part of that. It’ll also be great for my son – so many more opportunities with us being closer to Edinburgh.”

Gillian has moved with her partner Ryan and three boys, Jax, Ian and Alfie, who are all under five. She says: “I can’t even explain how excited we are – we were counting down for months!

We’re right next to the park, and it will be so good for the boys to be able to go out and play with other kids. Oxton is idyllic – just perfect for us. And the houses are lovely – I nearly cried when I saw the kitchen!”

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SERVICE UPDATES

Repairs update

How we're getting back on track We extend our thanks for all your patience and understanding since the easing of national Covid restrictions as we return to our full repairs service.

you may have longer than normal to wait (currently around 6 weeks). As before, we will get in touch with you as soon as an appointment becomes available for you to have your repair carried out.

Thanks to your co-operation we have prioritised the backlog of repairs reported before and during lockdown, and waiting times for most repairwork is now back to normal. Our Customer App, MySBHA, is also available again for reporting repairs.

You can report a repair using the MySBHA App, the Report-a-Repair form on the SBHA website www.sbha.org.uk - or by calling us on 01750 724444.

IF YOUR REPAIR IS AN EMERGENCY, PLEASE CALL 0800 0193 222.

A particular challenge has been catching up on the high volume backlog of joinery requests, and while we continue to make good progress, a small backlog remains. This means that if you report a repair than needs to be carried out by a joiner,

You said...

IF YOU SMELL GAS OR SUSPECT A GAS LEAK, PLEASE CALL 0800 111 999 IMMEDIATELY.

We need more and improved communication about when works are taking place.

...We listened We can now book non-emergency repairs from your home, ensuring that the appointment time suits you.

Our tradesperson will call you when they're on route.

If follow-up work is required, our tradesperson will book the job there and then, so that you know when the job will be completed.

Have we got your details?

Don't forget...

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 4

SERVICE UPDATES

You asked...

"Why do you carry out planned works on a cyclical programme and not just when an individual home needs work?"

We work this way because it's much more efficient and helps ensure that we continue to invest in homes in a planned way, delivering value for money while maintaining the quality of homes. Components such as kitchens and bathrooms have an expected lifecycle which tells us when they are likely to need replaced. The programme is based on the most recent stock condition survey information which informs our plans for upgrading components. It is important that we have these plans to be proactive and manage priorities based on the level of funding and resources required. It also allows us to give you as much notice as possible of when work will take place.

...We answered

Planned works In your area

We have re-commenced our planned improvement works in Tenants' homes.

We have contacted all Tenants who had work postponed from last year to advise when this work will take place.

If you have any queries or would like more information, please do not hesitate to get in touch contact our Head of Assets, Sarah Mackie, on 01750 724444.

Smaller settlements

Last time, we told you about our schedule for delivering planned upgrades in all of the areas we serve. It was rightly pointed out that, while this covered larger towns, we didn't explain how the smaller villages and settlements fit in. We hope the information below helps.

If you would like any more information, please don't hesitate to contact us - we'll be happy to help.

Location

What we'll deliver this year

Year

Heiton, Morebattle, Smailholm, 2021-23 Sprouston, Town Yetholm, Ashkirk

Newcastleton, Ancrum, Bonchester, Denholm, 2023-24 Lilliesleaf, Newmill, Southdean

Bowden, Darnick, Gattonside, Clovenfords, Fountainhall, 2024-25 Stow, Traquair Ettrickbridge, Yarrowford

West Linton, Broughton, Eddleston, Eshiels, Manor, Horsbrugh Ford, Oxton, Romanno Bridge, Skirling

2025-26 2026-27

Plus - 1105 fire doors

- 1077 fire detection systems

Maxton 2020-22

242 heating systems 176 bathrooms

windows for 359 homes

245 doors 68 kitchens

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SERVICE UPDATES

Out and about Working in your area

Our Neighbourhood Housing Officer, Susan Falconer is encouraging all dog owners to act responsibily and pick up after their pets while out and about in the Selkirk area.

By making biodegradable disposal bags available for free in various locations in the town, Susan's making it easier for people to pick up after their pets.

Do you live in Langlee in Galashiels? Do you have ideas and suggestions about what improvements you would like to see in the Langlee neighbourhood? If so, your local Neighbourhood Housing Officer, Kelly Mitchell, would be delighted to hear from you!

A resident in Jedburgh c about dog fouling on a g his home. Our Neighbou Guy Shillinglaw, acted q installed in the area.

The resident said: "I'm has done this for us - it encourage people to pic

Kelly is currently working with Tenants and residents of Langlee, including the Langlee Residents Association, to enhance the neighbourhood and tackle local issues that are important to those living in the area.

Our Neighbourhood Housing Officer, Fiona Mallin is tackling fly-tipping in areas around Galashiels, issuing warning stickers on illegally discarded items.

If you would like to get involved and help make Langlee an even better place to live, please get in touch with Kelly on kelly.mitchell@sbha.org.uk

Fiona says: "Fly-tipping is not acceptable and is illegal. This initiative is an effective way of letting people know that these objects have been seen. Quite often the objects are quickly removed."

Near Me - video appo

We are pleased to announce that we can now way to meet with us. You can now meet wit link using Near Me. You may already be awa Scotland uses the service for health and care

"The Langlee Residents Association is dedicated to representing and promoting the interests of the people of Langlee. After a difficult time we're now looking to the future with excitement and confidence, and looking forward to working with SBHA to make Langlee an even better place to live."

Near Me is easy and free to use tablet or computer with a camer Near Me provides you with great appointments and meetings with convenient for you and means y location of your choice, reducing time taken off work.

Judith Cleghorn, Langlee Residents Association

If you would like a video appoin your local Neighbourhood Housi you a link and advise you on wh 6

contacted us concerned grassed area outside urhood Housing Officer, quickly to have signage

very happy that Guy will hopefully ck up after their dogs."

n

ointments

w offer you an additional th us virtually by video are of Near Me as NHS e appointments.

from your mobile phone, ra/webcam and speakers. ter flexibility for h us from wherever is you can attend from a g the need to travel or

ntment, please speak with ing Officer who will send hat you need to do.

SERVICE UPDATES

Out and about

Estate walkabouts are back!

Our estate walkabouts are back! This is 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 walkabouts coming up over the next six months.

As you can see on the left, our Teams have already been busy tackling issues that may have built up over lockdown, but now we want to hear from you! If you're interested please get in touch. Drop us a line on enquiries@sbha.org.uk.

Town Galashiels

Lower Langlee

Date and Community Team time 19th August, Fiona Mallin & Greig 1pm Murray

Areas & where to meet

Croft Street/Galabank Street/Greenbank Street/ Huddersfield Street/Hill Street. Meet at the corner of Hill Street and Croft Street.

25th August, Kelly Mitchell & Greig Meet at Woodstock Ave play 1pm Murray park.

Selkirk

11th August, Susan Falconer & 2pm Colin Sandilands

Jedburgh

25th August, Guy Shillinglaw & 2pm Ryan McGee

Hawick

12th August, Beverley Richardson 3pm & Duncan Combe

Elm Park.

Hartrigge Crescent/Headrig/ Forthill Terrace. Meet at play park.

Kelso 5th August, Helen Bulman & Ryan Oakfield Court/Berrymoss 9.30am McGee Court and surrounding.

Meet at entrance to Oakfield Court.

St Boswells 25th August, Lisa Pegg & Colin Buccleuch Gardens.

10am Sandilands

Hawick Hawick Burnfoot

Skirling Stow

Roxburghe Drive/ Hassendean Court. Meet at entrance to Hassendean Court.

19th August, Duncan Combe Myreslaw Court/Bright 2pm Street. Meet at Myreslaw Court (flats car park).

26th August, Kaye Forsyth & Ryan Mansfield Road/Mansfield 10am McGee Court. Meet at the bottom of Mansfield Road.

26th August, Rebecca Hilferty & Hillend Drive/Galalaw Road/ 10.30am Duncan Combe/Greig Boonraw Road. Meet at Murray junction of Hillend Drive and Galalaw Road.

31st August, Debbie Morrison & Howes Brae/Carmichael 1pm Tommy Williamson Bank. Meet at layby near to 3-4 Howes Brae.

26th August, Elaine Brotherstone Meet at bottom of 2pm & Tommy Williamson Cockholm Crescent.

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GETTING INVOLVED

Meet Lou

Our new Tenant and Community Engagement Facilitator Borders. I am determined that everyone who wants to will have the opportunity to get involved in decision making - to help influence, shape and scrutinise the services that you receive from SBHA.

Hi there. I’m Louise, or Lou to my friends. I'm delighted to be your new Tenant and Community Engagement Facilitator. I'm really passionate about working with people. Working with SBHA and SBTO, I'll be delivering Tenant and community engagement activities across the Scottish

​ y career has centred around M people, in communication, marketing and events. I joined SBHA in May 2016 as Business Manager working with our Chief Executive, Julia Mulloy, a role that I thoroughly enjoyed, which gave me great insight into the housing sector. Latterly, during the Covid pandemic, I became part of the Tenant Engagement and Communication Team helping to build our digital presence and keep you informed and up to date during a very

unusual time.​I grew up in Hawick, have lived in Edinburgh, Falkirk, Ancrum and Selkirk, and have been back in Hawick for the last 10 years. I'm married and have two boys and far too many cats and dogs! I love to travel (when able to) and I enjoy walking in our beautiful countryside, plus I also make jewellery in my spare time (which is not very often).​ I'm really looking forward to working with you all, so please do get in touch if you have any thoughts or ideas on how we can better meet your needs and expectations.

You can call me on 01750 724444 or email me lmcneilage@sbha.org.uk.

Future plans - how we work with you

Since March, our joint focus group of Tenants and the SBHA Team has been extremely active, reviewing our Tenant and Community Engagement Strategy, helping to shape our plans over the next four years to expand the ways in which you can get involved.

The covid pandemic has changed the way we work and engage with you, bringing new opportunities such as digital engagement. We value the diversity of our Tenants and are committed to ensuring no-one is left behind. The Focus Group has been considering how we can modernise and develop new and inclusive ways for all Tenants to get involved, based on the four themes set out below. We are interested in hearing your views and ideas for inclusion in this Strategy. See Pages 10 & 12 of this Newsletter, and watch out for more opportunities to get involved on our social media channels.

Informed Together

Included & Connected Together

Deciding Together

Acting Together

Tenant and Community Engagement Strategy 8

GETTING INVOLVED

Tenant Engagement

Creating more opportunities for you to get involved

'These projects are a great thing to be involved in. You'll learn about team working, building relationships, making friends - I also gained digital skills that I was able to build on later. Your opinion matters, and it's great to feel that you're making things better for everyone.'

Would you like to get involved in shaping the services you receive, while meeting new people and learning new skills? Our Scrutiny projects are a great opportunity for you to get involved in reviewing an aspect of SBHA's service and giving recommendations for improvement.

Contact Louise for more info on 01750 724444, or email lmcneilage@sbha.org.uk.

Marlen Jones, SBTO Honorary member and former Board member

Gardening Competition A message from Fergus

Are you passionate about peonies? Are your begonias the best in the Borders? If so, why not show us what you can do? The SBTO Gardening Competition is open to all Tenants, and you could win a voucher for a store of your choice. There are prizes available for best overall garden, best container garden and best window box.

This year, we also want to encourage young people to get involved, with a sunflower growing competition!

Entries will be judged towards the end of the summer, and this year we're hoping to be able to judge in person again. If you'd like to take part, drop us a line at communications@sbha.org.uk or call 01750 724444.

You said...

We received a comment pointing out that, when submitting a repair request using our online 'Report-a-Repair' form, it would be helpful to receive an acknowledgment that the request has been received. As a result of this feedback, we have now ensured that if you supply an email address when you submit an online request using this form, you will receive an acknowledgment email, including a summary of the information that you provided. Thank you for this feedback!

See something that's not right? Let us know - your feedback helps us to improve services! Send us an email at enquiries@sbha.org.uk or call 01750 724444.

...We did

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SUPPORT FOR YOU

Getting Tenants connected

How our Digital Champions are helping Tenants get online Our trained Digital Champions, like Neighbourhood Housing Officer Rebecca Hilferty (left) have offered support where needed to help people use their new devices.

We have supported a range of Tenants with diverse needs to help them get online, including some of our most vulnerable Tenants who were shielding during the pandemic, and families with young children.

Over the past year, being able to get online - whether to communicate with family and friends; to access info or entertainment; or to do an online order - has been more important than ever before.

If you have a device and would like some support to get online, please speak with your local Neighbourhood Housing Officer who will be happy to put you in touch with one of our Digital Champions.

"I received a Chromebook which has been brilliant. It has helped my daughter with her speech We have been determined to help, therapy which she completes and to ensure no-one is left behind. online. I am not the greatest with Through the Connecting Scotland technology but it's been very programme, our team members have easy to use and it's a bonus that distributed 190 iPads and we also get free wifi."

Chromebooks to Tenants over the past year, to help tackle digital exclusion.

Do you want to get involved?

It’s also a great way to develop new skills, which in turn may help your future career. Maybe, you're a keen

190

Tenants supported through Connecting Scotland

970+

social media posts providing info and signposting support

60

Tenants supported with fuel bill arrears through Warm and Well

Tenant, Hawick

Are you a young Tenant?

Are you a young Tenant with lots of ideas and energy? Would you like to help shape the services that SBHA provide to you and Tenants of the future? If so, we would love to hear your views on how SBHA can best engage with you and the local community. Getting involved is your opportunity to have your say - help us to keep improving!

Covid support round-up

8,100+

check-in calls made to Tenants to make sure they're ok

800

blogger or photographer and would like to contribute to our social media or Newsletter. For further information, please get in touch with Louise McNeilage - lmcneilage@ sbha.org.uk 10

Tenants helped through Financial Inclusion Service

PERFORMANCE

How are we doing Performance at a glance

We strived over the last year to minimise the impact of the global Covid-19 pandemic on the services we provide.

Average time to complete emergency repairs 2019-2020 2020-2021

Like many organisations, this is reflected in our performance outturns for 2020-21. Whilst we were able to sustain performance levels across many of our services, unfortunately, we had to restrict and suspend a few to comply with national restrictions, such as non-emergency repairs. Some of our services, such as the letting of empty homes, took longer to deliver as we ensured safety measures were followed to keep you and our Team safe.

1hr 45 mins

Average time to complete non-emergency repairs 2019-2020 2020-2021

Watch out for our Landlord Report in the Autumn for more information about our performance during 2020-21.

Your support has been greatly appreciated.

Percentage collected of rent due 2019-2020 2020-2021 2020-2021

98.22

6.3 days

2019-2020

98.60

Average days to re-let empty homes 2019-2020

40

1hr 51 mins

6.6 days

Call handling

2020-2021

Calls received in the year

Calls received in the year

65,545

49,034

Calls resolved at 1st contact

Calls resolved at 1st contact

86%

89%

2020-2021

63

Tenant Satisfaction 76% of you are happy with the overall service that you receive from SBHA (down from 78% last year).

60% of you are satisfied with opportunities to participate (down from 75%).

73% of you feel that SBHA is good at keeping you informed (down from 78% last year).

82% of you are satisfied with a repair you’ve had in the last 12 months (up from 81%).

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Influence our decisions and what we do Give us your views and enter our prize draw!

Right now at SBHA we are developing our 4-year Tenant and Community Engagement Strategy, and we want to hear from you about what you feel we can improve for both young people and families.

We’d like you to tell us what you feel are the top three things SBHA could do: - to improve what we do for children and young people?

- to improve what we do for families?

You’ll be entered into a prize draw to win vouchers up to the value of £100, for a family day out of your choice in the Scottish Borders. Maybe you fancy afternoon at Go Ape, a day at the beach or family trip to the cinema? Or perhaps, you would prefer a meal at your local restaurant or a day at Abbotsford House?

Email your ideas for improvements to communications@sbha.org.uk by 10th August 2021 or post them to Louise McNeilage, Tenant and Community Engagement Facilitator, South Bridge House, Whinfield Road, Selkirk TD7 5DT, remembering to add your contact details, for your chance to win.

For terms and conditions, go to our website - www.sbha.org.uk.

SBTO is keen to encourage Tenants to take up this opportunity to get involved and shape future engagement and services.

Surveys with BMG - our lucky winner!

Thank you to everyone who took part in our survey with BMG Research. Your views help us to improve services for all Tenants. Everyone who took part was entered into a prize draw to win a £100 voucher. The lucky winner for the latest run of surveys is Gary from Clovenfords. Congratulations!

Make a fruity ice lolly

2 kiwis 1/2 cup raspberries 2 peaches 1 cup strawberries 1/2 cup blueberries 2 cups apple juice - Peel and slice the kiwis, peaches and strawberries, then press them against the sides and bottom of each mould.

Add blueberries and raspberries to fill any gaps as you go.

- Add as much fruit as you can fit into the mould, - Fill the moulds with apple juice, leaving about 1/4" of space at the top for the juice to expand when it freezes.

- Insert a lolly stick in the middle of each lolly.

- Freeze the lollies overnight (or a min of 4 to 6 hours).

- When you're ready to eat the lollies, run the moulds under a warm tap for a few moments to release them.

Talk to us! 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 email communications@sbha.org.uk.

And remember - we're going digital, but if you would like to continue receiving paper copies of newsletters, just let us know.

Registered as a Scottish Charity - No. SC030751

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