Housing News Winter 2013

housing newsThe newsletter for Link tenants

WINTER 2013

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

tenant handbook

www.linkhousing.org.uk

08451 400 100 or 0330 303 0013 or [email protected]

Hello fromthe editorWelcome to the winteredition of Housing News –once again we have includeda copy of ‘Quids In’ whichcontains lots of money savinghints and tips.

We have had a busy fewmonths with the highlightbeing our very successfultenant conference in October.You can read more about thison pages four and five. LinkProperty, our in-house tradesteam, also launched in thecentral area in October.

REMEMBER, this is yournewsletter, and feedback onwhat information you want usto feature is really important,so if you have any ideasplease contact me on08451 400 100 or [email protected]

Leah WebbTenant Liaison Officer

More awards for Link!• Link has been named‘Scottish Social Enterprise ofthe Year’ and ‘UK SocialEnterprise of the Year’• Link won the ‘Employer ofthe Year’ as well as the overallaward ‘OutstandingAchievement’ at the FalkirkHerald Business Awards 2013 • LinkLiving Ltd’s RealLivingOlder People’s Service wonthe ‘Older People’s Project ofthe Year’ at the Herald SocietyAwards 2013. The servicehelps older people withsymptoms of dementia andhelps to reduce social isolationin Dunfermline and the WestFife villages.

Advice team able tohelp more people

Link received over £300,000in total from the ScottishLegal Aid Board-MakingAdvice Work and the BigLottery–Support and ConnectFunds which has allowed usto expand our Advice Service.

The funding we received fromScottish Legal Aid Board-MakingAdvice Work has allowed us toset up a Welfare Reform SkillsDevelopment and Exchangeproject. Two new members ofstaff (Deborah Watson andDonald Mills) will be helpingtenants deal with Welfare Reformbenefit changes such asclaiming Personal IndependencePayments and dealing withunder-occupancy.

The funding from the BIGLottery–Support and ConnectFund has also allowed us toemploy more members of staff tojoin our existing Money Adviser,Karen Auld.

Kerry McCall (Tenant TransitionOfficer), Maureen McGowan,Cher Docherty and Natalia Miller(all Money Advice Officers) andNatelle McQueen and Susan

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

This new team will offer adviceto tenants who are struggling todeal with their debts. We cannow provide more services tohelp tenants manage householdbudgets, set up bank or creditunion accounts and help themgain the skills and confidence toaccess and use the internet.

The new teams join ourexisting Core Advice Team ofPaula Salcedas Beaton (AdviceService Leader), Roddy Barclay,Lesley Hunter, Joyce Muir, RuthMcIntosh and Anna Riva (allWelfare Rights Officers), GwenMcGowan and Vicky Lennon(both Advice Service Assistants)and Kate Christie (AdviceService Administrator).

If you need any assistance oradvice, or want to find out more,please contact:

Tel: 01324 417174Email: [email protected]

3www.linkhousing.org.uk

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

This is the second stage of athree-year plan to have LinkProperty providing a repairsservice to Link tenants acrossScotland. The first stage went livein the west of Scotland in July andthe final stage will go live in theeast of Scotland by October 2015.

In this stage we alsointroduced new hand-heldtechnology called ‘Opti-time’ forour trades people. This allows ourRepairs Administrators to arrangework for each trades personremotely so they can schedulejobs throughout the day.

We now have 24 full-timetrades people working for LinkProperty – look out for the Linkbranded vans in west andcentral Scotland!

REPORT A REPAIRAll Link tenants should continue to report a repair in the same way:

● Online at www.linkhousing.org.uk/report-a-repair/● By calling 08451 400 100 or 0330 303 0013 (from a mobile)

and choosing option 2.

Apprenticeship opportunitiesWe will be offering trade apprenticeships with LinkProperty from April 2014. Link tenants and their familieswill have the opportunity to apply for these positionswhen they are advertised in February 2014.

We don’t yet have full details ofthe type and number ofopportunities that will beavailable, but, if you areinterested in finding out morethen please [email protected] with thesubject title ‘tradeapprenticeships’ or completeand return the tear off slip andpost it to Development & AssetManagement, FREEPOSTRRBB-XKJBEHRZ, WatlingHouse, Callendar BusinessPark, Falkirk, FK1 1XR.

We will either then text, post oremail you further informationabout the trade apprenticeshipsscheme as soon as it becomesavailable in early 2014.

I am interested in finding out about the trade apprenticeships

Name..............................................................................................

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

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

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

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

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


Link’s annual tenant conferencea big success!

Over 100 tenants, staff and other partners got togetheron Saturday 12 October 2013 for Link’s annual tenantconference at The Lighthouse, Glasgow.

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

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

During lunch, tenants were able to get information on Link’sdevelopment and planned maintenance programmes as well asfinding out more about tenant participation, credit unions, energyadvice and home contents insurance.

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

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


Here is what a few tenants thought of the day:

“I was very impressed with the tenants conferencethis year and also with the in-house repairs systemas a lot of work has gone into setting it up. Onwardsand upwards for Link.”

“I had a fabulous day. I made loads of new friendsand learned more about Link. I want to thank youvery much for having me here today, I loved it”

“Excellent day-good to meet other tenants fromacross Scotland”

Leah Webb, Link’s Tenant Liaison Officer added:

“The conference is a great way for tenants from differentareas to meet each other and share ideas andexperiences of Link services. Special thanks to tenantsthat ran workshops and who gave presentations on theday and to our partners who donated prizes for theraffle. I would also like to thank everyone who providedfeedback on the day – we will use this to help make nextyear’s tenant conference even better!”

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

Tenant scrutiny panelWorking in the interests of tenants and staff to get the best service possible

Link’s Tenant Scrutiny Panel ismade up of tenants fromdifferent areas of Scotland.

Their job is to independentlyreview our services and how wellwe perform. Panel memberscheck what lies behind ourperformance statistics, come upwith new ways to improveservices and help managersand Board members to focustheir decisions on what ourtenants need.

They are working with staff tomake sure we are meeting the

requirements of the ScottishSocial Housing Charter, whichsets out a number of standardswe have to meet.

The panel is about to finishreviewing their first service topic– void (empty property)performance. Panel membershad the opportunity to visitempty properties to understandthe conditions properties aresometimes left in by the previoustenant. They reviewed our targettimescales, our re-let standardand looked at how staff work

together to ensure propertiesare re-let to tenants assoon as possible. They willreport their findings andrecommendations to the LinkHousing Board in January.

In the New Year, the panel willuse information from complaintswe have received and the recentcustomer satisfaction survey todetermine further services forscrutiny and will work with theBoard to discuss how tenantscrutiny can influence decisionsin 2014.

Young tenants –win an iPad mini! We need more young people to getinvolved with tenant participation at Link.We need your views on what it is like tobe a Link tenant, your ideas on eventswe could hold and your thoughts on howLink could use social media / forums toconnect with other young tenants.To help us make sure we are looking at the issuesthat affect our younger tenants, we are looking forLink tenants under the age of 30 (or a familymember who lives in the same property who is

also under the age of 30) to join our TenantScrutiny Panel and to take part in the many tenantparticipation events we hold.

There are many ways to get involved andtaking part gives you the opportunity to add thisexperience to your CV, get support with trainingand gain knowledge of housing andother community issues. We pay any travel orchildcare expenses.

If you are under 30 and sign up tobe a Panel Member or take part inany of our tenant participation eventsby 31 March 2014 you will be enteredinto a prize draw to win an iPad mini.

To register call Leah Webb orEleanor Henderson on 08451 400 100 [email protected]



New and improvedtenant handbook –order yours now!We are currently working with staff and a numberof tenant groups to review and update our tenanthandbook to ensure it has all the information youneed to manage your tenancy.The new handbook will have up-to-date information about yourrights and responsibilities as a tenant, the importance of payingyour rent on time and the different ways to pay, handy checklistsfor when you move into or out of a property, details on the adviceand support that we can provide, our customer service standardsand how you can feedback your views about our service. If you would like a copy please get in touch. Remember to tellus your name and address.

Call us on 08451 400 100 or 0330 3030013email [email protected] ‘tenant handbook’ to 07557183553

TPAS CONFERENCE

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

This year’s TenantParticipation AdvisoryService (TPAS) Scotlandconference was held inSt Andrews and was anaction packed weekendof workshops, learning,networking and fun.

At the awards ceremonyon the Friday night, Linktenants and staff collectedour TPAS accreditation

award and on the Saturday night everyone got their glad rags on fora Great Gatsby themed evening!

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

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

Thank you foryour feedback!

Thank you to everyonewho took part in thisyear’s estate walkabouts.These walkabouts allowtenants to feedbackdirectly to Link staff onour estate managementservice and let us knowhow we are doing when itcomes to landscaping,close cleaning servicesand repairs of communalareas.

Sometimes it takes longer toresolve communal repairssuch as guttering, treecutting, roofs or fencingonce they have beenidentified on an estatemanagement walkabout. Ifwe cannot repair itimmediately, or if the work ispart of a larger project thatwe have not budgeted for orwill take longer to repair, wewill always make sure theareas are made safe. If youknow of any outstandingissues highlighted during anestate walkabout pleasecontact the CustomerService Centre on 08451400 100.

We also appreciate thosetenants who gave up theirtime to take part in therecent CustomerSatisfaction survey. We willpublish the findings from thesurvey in the spring editionof Housing News.


WINTER IS COMINGWith winter fast approaching, it’s time toget ready! We want you to have a thinkabout the risks and consequences ofsevere weather and how you and yourhome could be affected. Here are a fewhints and tips to protect your home duringbad weather.

Condensation mould

Condensation is the biggest cause of dampness inour properties. Condensation starts as moisture inthe air, usually caused by cooking, washing ordrying clothes indoors. When the moist air hitscooler surfaces it turns into water, which cansometimes lead to mould.

Some tips to reduce condensation:

● Keep rooms on a low heat setting● Cover pans when cooking● Always vent tumble dryers outside the home● Close the door when having a bath or shower

and turn the extractor fan on (if you have one)● Wipe condensation off windows in the

morning● If you dry clothes indoors open a window ● Leave space between the back of furniture

and the wall to allow air to circulate

Preventing burst pipes

Follow these tips to prevent your wastepipes freezing:

● check dripping taps and overflows. Reportany faults. If you are waiting for repairs to adripping tap, keep the plug in the sink or bathto prevent water freezing in the waste pipes.Note: there is nothing that can be done abouta frozen pipe until it defrosts

● keep your house warm day and night byhaving your heating on low

● Use a draught excluder● Cover your water tank● Draw your curtains at dusk to stop heat

escaping

If you get a burst pipe:

1. Turn off the water supply at the main stopcock,the electricity supply at the mains and thewater heater

2. Turn on all the taps to drain your system.Collect water in the bath/sink for washing andflushing the toilet

3. Warn your neighbours in case it mayaffect them

4. Telephone Link (or the emergency contractoroutside office hours)

PROTECT YOUR HOME - TAKE OUTHOME CONTENTS INSURANCEIf the worst happens over winterand your house is flooded, couldyou afford to replace all yourfurniture or electrical goods, withouthaving insurance in place?

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

Call THiSTLE on 0845 601 7007 or01628 586187 (from a mobile)for an application form.


Winter driving

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

Before setting off on a journey:

● check the locks are not frozen! Use a matchor a cigarette lighter to warm up your key

● Top up with screen wash to prevent waterfreezing

● Ensure your car has enough correctantifreeze etc.

● Ensure your tyres are roadworthy

Carry the following in case you getsnowbound on a journey:

● Warm blankets ● Bottled water and energy snacks ● Mobile phone with fully charged battery ● An old sack or rug (to put under the wheels of

the car if you get stuck in ice or snow) ● Torch ● First Aid kit ● De-icer ● Tow rope, jump leads and warning triangle ● Your breakdown services number and

membership details ● Any prescribed medication or equipment in

case of being stranded, eg. asthma inhaler ● Wear appropriate footwear for weather

conditions

Winter Fuel PaymentsIf you were born on or before 5 January 1952 you could get between £100 and £300 tax-free to help pay your heating bills. This is known as a‘Winter Fuel Payment’.You will get this payment automatically if you receive a State Pension or another social securitybenefit (this does not include Housing Benefit, Council Tax Reduction or Child Benefit)

Most payments are made automatically between November and December. You should getyour money by the end of December.

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

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


ENERGY SAVING TOP TIPS

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

Be efficient with heating

● Turning your thermostat down by 1°C can saveyou as much as £60 per year.

● Keeping your heating on constantly at a low heatcould potentially save you more money thanswitching it on and off for big blasts of heat.

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

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

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

● Set your washing machine to wash at 30°C.

● Use a bowl to wash up rather than leaving thehot tap running.

● Boil the amount of water you need every timeyou use your kettle.

Be efficient with cooking

● Heat your home with cooking. Leave the ovendoor open after cooking to let the heat warmyour kitchen. The oven might give off enoughheat for you to adjust your thermostat in turnsaving you money on your heating bill!

● Make things easy for your fridge and freezer.Keeping them full means they don't have to workas hard and therefore they use less energy.

● Use the right ring for the right thing. If yourcooker has a small ring, use a small pan. Youmight only be heating up a small meal, anddoing so in a big pan wastes a lot of energy.

● Don’t overpay for the energy you're using.Compare gas and electricity prices using acomparison site to make sure you’re on thecheapest tariff for you.

SMART SERVICES (SCOTLAND)

is a free, community-based, energyefficiency service that offers adviceto help tenants understand theirenergy usage and provide practicalways to help reduce energy costs.

It offers the following assistance:

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

consumption

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


Planned maintenance projects –Bathroom Upgrading 2013/14

Each year we spend over£5.5million on our plannedand cyclical maintenanceprogrammes to make surethat properties you live inare regularly maintainedand upgraded.

Our programme of maintenanceincludes the renewal orupgrading of kitchens,bathrooms, windows and doors,installation of central heating,grounds maintenance, replacingroofs, carrying out electricalworks and structural repairs.

This year we are committed toreplacing 348 bathrooms by theend of March 2014.

We make an effort to givetenants choice in all aspects ofour contracts, and in this casewe offer a choice of colours andpatterns for the waterproof wallboarding to allow co-ordinationwith any existing furnishings.

A replacement bathroomincludes a new steel bath, toilet,wash hand basin and a highquality electric Mira shower andshower screen. The two wallsaround the bath and behind thebasin are faced with coloured‘Respatex’ waterproof wall whichis a hard wearing surfacerequiring minimal maintenance.

So far, we have fully replaced150 bathrooms and we are verypleased that according to tenantfeedback 96% are satisfied withthe work we are doing.

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


Development Update

KIRKWOOD STREET, RUTHERGLEN

Link has completed a £5million redevelopment of its tenements at13 – 25 Kirkwood Street, Rutherglen. The was part of aComprehensive Tenement Improvement Scheme (CTI) approvedby South Lanarkshire Council.

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

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

The completion of this development was also the perfectopportunity to say goodbye to our Housing Services Co-ordinatorHelen Kealey (photographed with Housing Officer LyndseyMurphy). Helen was present at the 1977 ‘unveiling’ of thisdevelopment and her attendance at the opening of theredeveloped properties demonstrates her extraordinary dedicationto Link and its predecessors during the past 36 years.

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

This was the first Link development in Edinburgh to offerintermediate rent and is also one of the first to benefit from Link’snew Design Guide. This has resulted in homes that are economicalto run with a highly efficient gas heating system. This system allowstenants of the houses to have separate control over the heating onthe ground and first floor.

CARRADALE CRESCENT, CUMBERNAULDWe also completed 33 two- and three-bedroom properties comprising21 for social rent, six for intermediate rent and six for sale through theNew Supply Shared Equity scheme at Carradale Crescent.

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


REGIONAL ROUND-UP

WESTLink’s West of Scotland office atThe Bruach, Dalmuir has beenofficially opened. The staff teamlooks after Link properties inArgyll & Bute, East and WestDunbartonshire, Glasgow,Renfrewshire and EastRenfrewshire, East and SouthAyrshire.

Link Chair, Peter Foreman withCouncillor Gail Casey, WestDunbartonshire Council.

Kirkshaws NeighbourhoodCentre, CoatbridgeLink has provided support to theKirkshaws NeighbourhoodCentre to help upgrade thecomputers and printers within itsIT Training Room.

The centre provides a rangeof IT support and has a numberof tutor-led support classes anddrop-in facilities. The sessionsinclude:• Beginners IT classes• Flexible learning classes• Job search – CV preparation

(Job Club)• Digital inclusion sessions

For more information contactWillie McBride on 01236 426200or [email protected]

Community Open GardenShortlees (COGS),Kilmarnock Tenants in Shortlees haveidentified a site for a communitygarden and are working withLink, Ayrshire Council and AyrCollege. The aim of the project isto grow food and to help thecommunity cut down onsupermarket bills and the usageof pesticide and herbicide(weedkiller).

If you live in the area andwould like to get involved callAndy or Elaine Shade on01563 257331.

CENTRALKinnaird, Larbert – Fun DayResidents of Kinnaird Villageorganised a fun day for localchildren in August. The moneythey raised (over £600) enabledthem to fund a trip for localfamilies to the pantomime inDecember.

Falkirk, Stirling andClackmannanshire – ZeroWaste Communities ProjectForth Environment Link has beenawarded funding from ZeroWaste Scotland to run a projectwithin Forth Valley. The project is

to work towards a greener,healthier future by encouragingand supporting communities toreduce waste.

If you live in Forth Valleyplease complete the survey athttp://www.tinyurl.com/FVWASTE or call Kelly Rice on 01786449215 and she can send you asurvey form to complete.

EASTEdinburgh – ComputerCoursesDigital Skills Academy is runninga number of free computercourses which are open toeveryone. There are threedifferent programmes:• Use IT Programme – digital

literacy to help people intoemployment

• Get Connected – basic skillsfor beginners

• Trained Up – Learn how to useMircosoft Office packages If you would be interested in

one of these courses call LesleyMorrison on 0131 621 8667

Craigmillar and Niddrie,Edinburgh – Get Wise about Waste Changeworks Waste WiseVolunteer project is working tohelp residents reduce foodwaste, increase recycling andmake household budgets gofurther. They will be holding aseries of workshops and eventsover the next year, so if youwould like to find out moreplease phone 0131 555 4010 oremail [email protected] is provided and travelexpenses paid.


Annual Rent Increase

Each year we have to review how muchrent you pay to ensure it covers theservices we provide and our propertiesare managed and maintained to ahigh standard.

This year we have had to meet the challengeof Welfare Reform by redesigning our servicesto support our tenants. We have extended ourmoney and benefits advice service and havealso moved our rent collection staff to areaoffices where they can work closer withtenants and Housing Officers.

We have also spent this year ensuring thatwe can show tenants how we meet the 14outcomes of the Scottish Social HousingCharter and that we are delivering all theresults expected. We have increasedspending on supporting tenant involvementso tenants can influence the decisions wemake and get involved in tenant scrutiny.

This year’s increase proposal is in linewith the rent policy which was agreedfollowing a consultation exercise last year touse the Consumer Price Index (CPI), ratherthan the Retail Price Index (RPI).

In January 2014, the Link Group Board willdecide whether the rent increase will be CPIplus 1% or, if financially possible, restrictedonly to CPI. Board members are very aware ofthe increasing pressure on tenants’household incomes relating to cost of livingincreases and benefit reductions and will try tokeep the rent increase to a minimum.

How every £1 in rent is spent 2012/2013

OOOONEPOOOOUN

D

Management andmaintenance admin 28p

Planned/cyclicalmajor repairs 18p

Reactive maintenancecosts 15p

Bad debts 1p

Depreciation 23p

Loan finance 15p

If you would like to comment on the proposed rent increase (and for your comment to go to theLink Group Board meeting) please email [email protected] or call Leah Webb on08451 400 100 by Tuesday 7 January 2014.


CUSTOMER COMPLAINTS UPDATELink has now been using the Scottish Public Service Ombudsman’s Model ComplaintsHandling Procedure for six months.

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

5

Communication 35

Contractor attitude 2

Failed action 117

Failed promise 7Missed appointment - contractor 3

Missed appointment - Link staff 1

Policy 18

Staff attitude 18

Staff error 13

Standard of service 70

Complaints by category

Arrears 5Csc Customer Support 2

Cyclical Maintenance 12Development 9

Estate Management 35

Factoring 21

Gas Servicing 12

House Sales 1Lettings 6

Planned Maintenance 12

Reactive Repairs 152

Rents 1

Tenancy Management 35Welfare Rights 2

Complaints by service

From 1 April to 30 September, we received 307complaints, shown in the pie charts. Weresponded in full to them all. First stage complaintsaccounted for 288 of these – we responded to263 (91%) within the required timescale of 5working days. This is ahead of our target of 90%.Of these complaints, 69% (199) were deemed tobe justified.

We dealt with 19 stage two complaints andresponded to 18 (95%) within the requiredtimescale of 20 working days. Once again we aremeeting our target. Of these complaints, 63% (12)were assessed as justified.

SatisfactionWe are pleased that the vast majority of people aresatisfied with the outcome of their complaints. Ofthe 288 customers who submitted 1st stagecomplaints, 255 (89%) were satisfied with the result.

What we’re doing to improve ourcustomer service

● We have issued revised staff guidance –reflecting feedback from customers and staffthemselves as well as other housingorganisations. We have placed an emphasison the staff member receiving a complaintdealing with it wherever possible.

● We ask staff to make sure complainants aresatisfied – particularly when we havepromised a follow-up action.

● We ask staff to check customers’ contactdetails are up to date.

● At team meetings we discuss case studiesillustrating good and bad practice.

● We have an ongoing training programmewhich is focused on customer service skills.


How did we perform last year?

We will be improving and changing the information we publish to tenants nextsummer to show how we are performing against the Scottish Social Housing Charteroutcomes. We will be working with tenants to agree what performance informationthey want to see and how it is communicated. It will include information ontargets, improving performance, tenant satisfaction, and how we are performingcompared with other landlords.

Emergency repairs carried outwithin timescales

0

20

40

60

80

10097% 98.9% 97.2%

RSL Average2012/13

Link Emergency2012/13

Link Emergency2011/12

Customer satisfaction withreactive repairs

0

20

40

60

80

10084% 84.8%

91.8%

RSL Average2012/13

Link Satisfaction2012/13

Link Satisfaction2011/12

Last year customer satisfaction remained lowerthan we wanted and because of this we decided totake the repairs service in house. Since the launchof our in-house trades team (Link Property) wehave achieved 100% tenant satisfaction.


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

0

5

10

15

20

25

30

35

40

RSL Average2012/13

Link2012/13

Link2011/12

29 30.4

20.9

Days

Performance was challenging last year due toproblems with the outgoing repairs contractor. Withthe roll-out of Link Property we are now doingrepairs in-house and we know that performancehas improved.

Percentage of non-technicalrent arrears

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

RSL Average2012/13

Link2012/13

Link2011/12

2.94% 3.13% 2.50%

Rent arrears continued to rise in the year and arehigher than average (in comparison to otherhousing associations). We have recently re-organised local teams and working practices sothat staff dealing with rents work closer withHousing Officers to help tenants manage rentpayments. Non-payment of rent is one of thebiggest challenges for Link, and we have putresources into expanding Advice services tomake sure tenants have support to deal withdebts and budgeting.

Complaints monitoring

No.

of C

ompl

aint

s

80

22

2

39

Complaint Type

0

10

20

30

40

50

60

70

80

Housing ServicesDevelopmentPlanned MaintenanceRepairs

These are the number ofcomplaints we dealt with in2012/13. We now follow theScottish Public ServiceOmbudsman’s Model CompliantsHandling Procedure – see page 15for more up-to-date information.


Sheltered Housing News

WelcomeLisa Hamilton and Kirsty Pringle are working in PeelCourt and Glen Park Gardens for two days a weekuntil summer 2014. Lisa and Kirsty are studying fortheir SVQ / HNC in Health and Social Care at SouthLanarkshire College and will be using their time togain experience with activities and care planning.

Lisamarie Garscadden has joined us as atrainee Sheltered Housing Officer at CastingsHouse, Falkirk. Lisa joins us as part of theCommunity Jobs Fund programme and will be withus for the next six months.

Older People’s Day Over 90 tenants joined the sheltered team in StMargaret’s Hall, Airdrie to celebrate InternationalOlder People’s Day on Tuesday 1 October. Duringafternoon tea and an evening meal, new friendshipswere made, old ones rekindled – and there wasplenty of opportunity for some dancing in between!

Maureen Middleton and Craig Sanderson tookthe opportunity to speak to everyone about life insheltered housing – although Maureen spent mostof her time in the kitchen!

Everyone greatly enjoyed the day, which wassupported by Link Housing Association andBell Group.

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

Sheltered Housing ForumOn Friday 8 November, 22 tenants from ninecomplexes met with Amy McKay, Older People’sServices Manager, and Leah Webb, Tenant LiaisonOfficer, to discuss their future needs.

This was the first in a series of meetings to givetenants the opportunity to talk about what servicesLink should be providing for older people in theyears to come. The topics of discussion includedbudgets for each complex, the role of a ShelteredHousing Officer and the different types oftenancies Link offers.

Those who attended were happy that Link istaking the time to listen to their views. If you wouldlike to attend the next meeting (due to be held atthe end of January 2014) speak to your ShelteredHousing Officer for more information.


Outings, events and activities

MORAR COURTOver 30 Tenants and friends joined Sheltered Housing Officer Martha Daniels at the end of Septemberfor a MacMillan coffee morning. The morning was hosted by one of the residents Mrs Flannagan.Raffle prizes were donated by tenants and their families; Mrs Manderson tempted everyone with herhome baking and famous fresh cream meringues, both of which helped in raising over £400!

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

CASTINGS HOUSEThe residents have received over £1000 fromthe Big Lottery to help purchase a television andother equipment for their communal lounge.

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

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

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


Winter Holidayopening hoursAll Link offices will beclosed on 25 and 26December 2013 and 1 and2 January 2014. Link’sCustomer Service Centre willbe open on 27, 30 and 31December from 9am to 5pm.

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

08451 559 559

08451 559 559

08451 559 559

08451 559 559

08451 559 559

Emergency contactnumbers for when theoffices are closedGas Boiler andHeating Repairs• Gas Boiler or Heating lessthan 12 months old?• Call Devine Energy on0131 660 22 99 • Gas Boiler or Heating over12 months old?• Call Saltire on 08451 400100 and select option 5Other emergencyrepairs• Call Link Property on 0800783 7937 (out-of-hoursservice provided by Bield 24)if you live in West or CentralScotland • Call R3 on 03000 999247 ifyou live in the Borders,Edinburgh, East Lothian, Fife,Midlothian and West Lothian• Call Lochaber HA on01397 702 530 if you live inFort William or Skye &Lochalsh HA on 01478612035 if you live in theHighlands (Kyle of Lochalsh)

Ist Prize: Anna Moleda

GardeningCompetition 2013Thank you to everyone whosubmitted an entry for ourgardening competition. Therewas a great range of entries andthere are definitely a few futureChelsea Flower Show winners!

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

2nd Prize: Arthur Diamond

Link will produce this information on request in Braille, Audio Tape, Large Print andCommunity Languages. To find out more, please telephone the Customer Service

Centre on 08451 400 100. Link Housing Association Limited is a companyregistered in Scotland. Company registration number SC216300.

Registered Office: Link House, 2C New Mart Road, Edinburgh EH14 1RL.Part of the Link group. © LinkGroup Ltd 2013.

Housing News Winter 2013

Documents

Transcript of Housing News Winter 2013