Chairperson’s ReportIt is my pleasure once again to welcome you toCopperworks Housing Association’s (25th Anniversary)Annual Report for 2015/2016. It has been an extremelybusy and positive 12 months for the organisation and thisAnnual Report hopes to give you a brief overview of themain events. I hope you will agree that we have enjoyedanother very successful year and that you will find thereport enjoyable reading!Since we were established in 1991, we have achieved a tremendous amount in the localcommunity. We are extremely proud of this progress and the fact that we have justreached our 25th Anniversary.

During 2015/2016, we continued to develop our service sharing arrangements with SpireView Housing Association which produces many positive outcomes including financialsavings and the sharing of information, knowledge and experience. We also moved officein April 2015 to allow the sharing of office premises between the two associations. Thisallows us to offer better access to our tenants and visitors and has resulted in furthersavings. At Copperworks we are committed to achieving excellence in a sector that iscontinually changing. Fundamental to achieving our aims is close partnership workingwith various other organisations, many of whom are recognised in our ‘Community andPartnership News’ section of this report. However, there are many other partners whooffer support and assistance, allowing the Association to deliver positive results for thegood of the local community. These organisations include Pollok Credit Union, NorthGlasgow Community Food Initiative, local schools, Greater Easterhouse Money AdviceProject (GEMAP), Barmulloch Community Development Company and The SimonCommunity. We genuinely value these partnerships tremendously.

Through positive partnerships along with sheer hard work and determination, we haveaccomplished everything we set out to do this past year. In consultation with tenants andowners we updated a range of policies and procedures including our Scottish SecureTenancy Agreement, Complaints Handling Procedure, Rent Arrears Policy, EstateManagement Policy and Anti-Social Behaviour Policy. Furthermore, we published anddistributed our second Landlord Report. This document provides valuable information forour tenants and we will continue to issue this in October of each year.

Finally, I would like to say a huge thanks once again to all my colleagues on theManagement Committee for their continuing support of me personally but also to theorganisation as a whole. Without volunteering their time to serve on the Committee, theorganisation would not be able to run as it does. I would also like to thank the staff teamfor their continued commitment to the Association in ensuring that we perform to thehighest standard possible and that our tenants and owners receive a high quality service.

Geraldine McLaughlin • Chairperson

Our CopperworksTeam 2015 2016Committee MembersGeraldine McLaughlin Chairperson

Jim Laing Vice Chairperson

Rosemary Gallagher Secretary

Rose McLaughlin Treasurer

Denis Gorman Committee Member(Resigned 11th March 2016)

Maureen Flynn Committee Member

Florence Dioka Committee Member

Chima Dioka Committee Member(Resigned 17th March 2016)

Vince Mullen Committee Member

Stephen Akun Committee Member(Resigned 28th January 2016)

Catherine Collins CommitteeMember

Janette Brown Committee Member

Agnes Park Committee Member

Staff MembersFiona Murphy Director

Margaret Brownlie Depute Director

Paul Rocks Maintenance Officer

Donna Richardson Housing Officer

Sharon Mearns Housing Officer(part time)

Tracy McDonald Finance Assistant(service sharing)

Mary Dunsmore Receptionist/ Admin Assistant

David Manners Estate Caretaker

ConsultantsAC Davidson & Co Finance Consultant

Maureen McGowan Financial Capability Officer

Kaye McFall Tenancy Support Officer

Armstrongs Auditors

TC Young & Son Solicitors

Annual Report2015 2016

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Allocations and VoidsWe enjoyed another year of developingthe ongoing close working relationshipwith Spire View Housing Association andwe hope that by using our joint housingapplication form and literature, we arehelping to make the process of applyingfor housing simpler for applicants.

Demand for our properties remains highand at 31st March 2016 we had 234applicants on our waiting lists.

The Association re-let 19 propertiesduring 2015/2016, 13 of which were letto applicants on our waiting list. A further4 properties were let to applicants onour internal transfer list and theremaining 2 properties were let tohomeless referrals. The 19 propertiesallocated varied in size and this can bebroken down as follows:

8 x 2 apartments

8 x 3 apartments

3 x 4 apartments

The average time taken to re-let ourempty properties was 14.9 days.

Rent and ArrearsCopperworks rent charges remain lowerthan the majority of our neighbours.Despite rising rent levels, the total non-technical arrears at 31st March 2016were 1.99%. Technical arrears remainedvery low at 0.44%, a continued reflectionof the extremely positive relationship wehave with the housing benefitdepartment.The percentage of Copperworks tenantsclaiming housing benefit remained lowand at 31st March 2016, just 46% oftenants were in receipt of full housingbenefit and 11% in receipt of partialhousing benefit. Once again, we werevery busy collecting more money fromtenants than in previous years. Despitethis, we managed to keep rent arrearsvery low. We continued to deal with thechallenges of welfare reform/ bedroomtax and will continue to strive to mitigatethe impact as much as possible.

Estate ManagementOur staff team work extremely hard tomaintain the very high standard ofestate management that is evidentthroughout the area. The majority oftenants also work very hard and takegreat pride in their gardens. This isenhanced by the ground maintenanceprogramme that we have in place.The annual Garden Competition tookplace in September 2015 and thestandard of gardens throughout theseason was exceptionally high. 1st, 2nd &3rd Prizes were awarded to the bestgardens.

Anti-Social BehaviourWe continued to implement our policyand zero tolerance approach to tacklinganti-social behaviour. We are completelycommitted to tackling anti-socialbehaviour head on and, whereappropriate, working in partnership withothers to manage such behaviour.This has resulted in extremely low levelsof vandalism and graffiti. In order to

monitor and deal effectively with thetype of issues that arise locally, werecord and report on all complaintsreceived.

A total of 17 Anti-Social Behaviourcomplaints were received in 2015/2016,9 of which were resolved through‘management actions’ i.e. advice, letter,mediation etc. No UnacceptableBehaviour Notices (UBNs) were servedhowever 4 Breach of Tenancy Letterswere issued and 4 Notice of Proceedingsfor anti-social behaviour were issued.

Other HousingManagement news:Right to BuyThe Association currently has 49tenants with the preserved right to buy.All other tenants (except thosecommencing after 01/03/2011) havethe modernised right to buy. Howeverthe modernised right to buy has beensuspended until 30/9/2022.Forthcoming legislative changes will seethe end of right to buy for all CopperworksHousing Association tenants from 31st July2016.

Housing Management

Allocations breakdown by %

Allocations breakdown by size

68%

21%

11%

8 8

3

InternalTransfers

HomelessapplicantsWaiting List

x 4 Apartments

x 2 Apartmentsx 3 Apartments

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Maintenance

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Day to Day RepairsThe Association continues to provide anexcellent repairs service. We setourselves some tough timescales andare delighted with how we haveperformed against our targets;

TimescalesEmergency 4 hours

Urgent 1 working day

Routine 5 working days

Performance 2015/2016Repairs Repairs %

Ordered Completed Completedon Time on Time

Emergency 103 101 98%

Urgent 56 56 100%

Routine 542 540 99%

Right to Repair 1 15 15 100%

Right to Repair 7 2 2 100%

Void 132 132 100%

Specialist 41 41 100%

On Order 44 44 100%

TOTALS 935 931 99.57%

Right First TimeAll Registered Social Landlords arerequired to monitor and report on thenumber of reactive repairs that weredeemed completed ‘right first time’.During 2015/16 of the 700 repairswhich we were required to monitor, 682were ‘right first time’ giving an overallperformance rate of 97.43%.

Cyclical and Planned WorksWe are very proud of the properties wehave improved and built since 1991.Furthermore, we are committed toensuring that the properties aremaintained to the highest standard. As aresult, we have in place a comprehensiveplanned maintenance programme.

In 2015/16, the Association progressedplans for the next phase of bathroom,

kitchen and boiler replacements at 275-295 Roystonhill, 264 to 270 RoystonRoad and 23 – 33 Tharsis Street andawarded the contract for these works toCCG (Scotland) Ltd in March 2016. Thecommitted expenditure for these works is£308,852.34.

We also completed Year 2 of a 5 yearredecoration contract which involvedpainting at common areas such ascloses, external windows, doors, fences,clothes poles and gates at closesbetween 264 and 270 Royston Road and23 and 33 Tharsis St. The cost for year 2works totalled £26,856.

In addition to planned maintenanceworks, we also continued our cyclicalprogramme and in 2015/16, this includedgas servicing and maintenance, groundsmaintenance and grass cutting.

Overall costs were as follows:

Gas servicing and maintenance £32,075.71

Ground maintenance and grass cutting £17,112.86

Tenant Satisfactionwith Repairs SurveyResults 2015/16Each month we contact a percentage ofour tenants who have had repairs carriedout. We aim to survey a minimum of 10%of all repairs to obtain tenants views andensure both our contractors and

Copperworks staff are providing the bestpossible repairs service.

Of those tenants surveyed, over97.4% were either satisfied or verysatisfied with the repairs serviceprovided.

During 2015/16 we managed toachieve a survey response rate of12.7%.

Pre and PostInspections 2015/16The Association aims to pre and postinspect a minimum of 10% of repairs.This allows us to monitor the serviceprovided and the quality of workmanshipof our contractors. We are pleased toreport that we exceeded this target in2015/16 as detailed below:

Total Number of Total Number Total NumberJobs issued of Jobs of Jobs

Pre-Inspected Post-Inspected

935 290 (31%) 321 (34%)

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Stage 3 Adaptations Each year the Association receives anumber of requests for medicaladaptions from Occupational Therapistsand other sources on behalf of ourtenants. During 2015/16 thanks tofunding from Glasgow City Council wemanaged to carry out 15 x Stage 3Adaptions which included:

• 5 x level access/wet floor showers

• 2 x Access Ramps

• 2 x Door Alterations

• 1 x External Handrail

• 1 x Overbath Showers

• 1 x Mobility Scooter Shed

• 1 x Replacement Carer Screen

• 1 x Specially Adapted Kitchen

• 1 x Alteration to Kitchen

Over £28,500 was spent allowing tenants to continue to live in their own homes. Wesurveyed all the tenants affected to see how they felt about the works carried out andthe results are shown in the following table:

How satisfied Very Fairly Neither Fairly Verywere you with: Satisfied Satisfied /Nor Dissatisfied Dissatisfied

Helpfulness of Association Staff 93% 7% 0% 0% 0%

Appointment System 93% 7% 0% 0% 0%

Time taken to complete work 93% 7% 0% 0% 0%

Attitude of tradesmen 93% 7% 0% 0% 0%

Quality of completed work 93% 0% 7% 0% 0%

Level of Disturbance 93% 7% 0% 0% 0%

Extent to which work met needs 93% 7% 0% 0% 0%

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FinanceIncome & Expenditure Account for the Year Ended 31 March 2016

Per Annual AccountsTurnover 976,088 Mostly Rental Income some sundry itemsLess Operating Costs (782,815) Cost of Management and Maintenance of the propertiesOperating Surplus/(Deficit) 193,273

Loss on Disposal of Housing nil Technical loss on Component ReplacementAdd Interest Receivable 851 Interest earned from money investedLess Interest Payable (38,152) Interest paid on the loans taken out to finance the propertiesSurplus/(Deficit) for the Year 155,971 Amount remaining after all expenses have been met

Tax on Ordinary Activities (0) Corporation Tax Transfer from Revaluation Reserve 0 Property Revaluation Reserve transferred to Revenue Reserves Retained in Revenue Reserve 155,971 Balance left at the end of the yearPensions Deficit (544,000) Amount of Pension Deficit to be included in Balance SheetNet Deficit for Year (388,029) Amount of Pension Deficit to be included in Balance SheetRevenue Reserve brought forward 1,844,774 Last year’s balance brought forward

Revenue Reserve carried forward 1,456,745 Total Revenue Reserves at the year end

Balance Sheet as at 31st March 2016Tangible Fixed AssetsHousing Properties 8,243,802 Net Book Value of all our housing Less Depreciation stock

(after Grants & Depreciation)Other Fixed Assets 1,620 The office, office furniture & equipmentTotal Fixed Assets 8,245,429

Current AssetsDebtors 187,769 Money owed to usCash at bank and in hand 1,363,998 Money in bankTotal Current Assets 1,551,767

Current LiabilitiesCreditors due within one year (593,292) Money we owe in the near futureNet Current Assets 958,475 Current Assets less Current LiabilitiesTotal Assets Less 9,203,905Current LiabilitiesCreditors due after more than one year (1,088,982) The loans taken out to finance the newbuild & refurbished

properties and the Pension Deficit BalanceNet Assets 7,603,922 Net Value of Copperworks Housing Association

Capital and ReservesShare Capital 196 This is the sum of the £1 membership feeRevaluation Reserves 6,146,981 Property RevaluationRevenue Reserves 1,456,745 Money built up from remaining surplusesTotal Capital and Reserves 7,974,430 Net Funds of Spire View Housing Association

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We are delighted to continue towork in partnership with variousagencies to achieve many of ourobjectives at Copperworks.Detailed below is just some of whatwe achieved in 2015/2016:

Royston’s GotTalent 2015 In August 2015 and inpartnership with ourneighbours at SpireView and Royston YouthAction, we held a hugelysuccessful talent show/community event. Weare very grateful toRoyston Youth Actionand North Glasgow

Community Food Initiative for thesupport and assistance given to uswhich enabled us to host this event.

Spring Clean Up 2016In March 2016 we held our annualCopperworks and Spire ViewCommunity clean-upday in conjunction withRoyston Primary, StRoch’s Secondary andCommunity SafetyGlasgow. We wereabsolutely delightedthat these willingyoung people and teachers braved thecold to come along and take part! Bythe end of our clean-up day our ‘wee’corner of Royston looked fantastic andvery well maintained.

Community News andPartnership Working

HOUSING ASSOCIATIONSpire View

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Financial CapabilityOfficer and TenancySupport Worker During the year we were successful,working in partnership with 4 other RSL’s,in securing funding of around £55,943from the Scottish Government to allow usto continue to provide a FinancialCapability Officer (Maureen McGowan)and a Tenancy Support Officer (KayeMcFall) for a further one year period untilMarch 2017. These services are wellunderway And we will continue to provideupdates on progress in our newslettersthroughout the year.

Royston Youth Action Over several years we have forged animportant partnershipwith Royston YouthAction and we arefortunate that theyprovide us with vitalsupport when weorganise communityevents. In 2015/2016the Association wasdelighted to secure£119,379 of funding fromPeople and Communitiesfund (PCF) for Royston Youth Action,

bringing total funding for the 4 yearperiod 2012-2016 to around £360,000.In addition to this, we have alreadymanaged to secure a further £107,431 offunding for 2016/2017. All the money wehave secured in the last few years hashelped keep staff in employment atRoyston Youth Action and assisted themin providing an extremely valuable servicein the local community.

Music Industry MadeAccessible (M.I.M.A.) Thanks to funding of£14,220 from theScottish GovernmentPeople and CommunitiesFund, we were able tocontinue to support thisproject during 2015/2016. The projectwas run in the local area and managed bysinger/songwriter Maeve O’Boyle. Thismusic related employability project isaimed at those aged between 16 and 25who are unemployed, between educationand who have a keen interest in music.We are delighted with the outcomesachieved by this project including youngpeople gaining employment, recordingdeals and college places.

Money Advice Service We continued to offer thisfree service to our tenantsand the local communitythroughout the year. Thanksto the support of theGlasgow Advice Agency, North GlasgowAdvice Centre and Barmulloch CommunityDevelopment Company.

Charitable Donations The Association is committed tosupporting local charities andorganisations in our community. During2015/ 2016 we donated £1615 to worthycauses including 50+ Young at Heart, St Rochs Lunch Club, Family AddictionSupport Service, St Rochs SecondarySchool Lourdes Trip, City Mission, EVH forCHAS, Play at Our Place, Beatson, CHAS,Blochairn Star,Remember MaryBarbourAssociation.

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Cash for KidsChristmas Grant Cash for Kids operate a “ChristmasGrant” whereby they provide a grant tohelp to alleviate some of the stressesthat can be placed on families aroundthis time of year. We assisted Cash forKids to administerapplications for thisgrant which offers £25per child. This resultedin grants being awarded to 84 localchildren to help make Christmas day abit more extra special for these families.

Fruit Barra This fantastic service operated by theNorth Glasgow Community FoodInitiative continues to operate from ouroffice every Thursday morning, providinggood quality, affordablefruit and veg to thelocal community.

Other News…Bonus Bond VouchersEvery year at Christmas many Copperworks tenants qualify for ‘Bonus Bond Vouchers’ from our Tenant Bonus Scheme. If tenants meet the

obligations of their tenancy agreement,they are rewarded with £50 or in somecases £25 of ‘Love to Shop’ vouchers.

During 2015/16, 225 tenants qualified for£50 and 7 tenants qualified for £25.That’s 85.9% of our tenants! Well done toeveryone and we’ll be working hard toincrease this number next year!

Copperworks KidsCompetitions We continued to run our popularchildren’s competitions this year. Weenjoy seeing the entries we get from awide range of age groups. We wouldencourage all age groups to enter. Prizesinclude ‘Love to Shop’ vouchers.

Complaints HandlingCopperworks Housing Association iscommitted to providing high-qualitycustomer services and we valuecomplaints as we use information fromthem to help us improve our services.

A total of 18 complaints were receivedduring 2015/2016, all of which wereresolved at stage 1.

We alsomonitorsatisfactionon how complaints have been dealt withand from those tenants who submitted

complaints, 33% were very satisfied withthe outcome of the complaint, 22% werefairly satisfied and 39 % were neithersatisfied nor dissatisfied and 6% werefairly dissatisfied. No complaints werereferred to the ombudsman and all wereresolved within the appropriatetimescale. We continue to publishstatistics relating to complaints receivedand action taken to resolve them in ourquarterly newsletter, and future annualreports.

Website / Social MediaWe continued to take fulladvantage of advances intechnology. We now regularly useFacebook and Twitter to communicatewith our tenants and other service users.We have also upgraded and redesignedour website which we use regularly toupdate the wider community with localnews, community events, photos andmuch more.

Glasgow Living WageDuring 2015/2016 we were awarded‘Glasgow Living Wage’ Status inrecognition of ourcommitment to pay the‘living wage’ to all ouremployees.

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43 Tharsis Street Roystonhill Glasgow G21 2JF telephone 0141 552 7477fax 0141 552 7478 email info@copperworks.org.uk www.copperworks.org.uk

Copperworks Housing Association Limited is a registered society under the Co-operative and Community Benefit Societies Act 2014. Reg No. 2379R(S). Registered with the Scottish Government No. HAC233. Scottish Registered Charity No. SC045357. Property Factor Registered Number PF000274

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