Ardenglen HA by Digital Publishing

AGM 2024

Our AGM took place in Miller Primary School on Wednesday 18 September with a fantastic turnout from our members. Everyone in attendance heard from our Chair Liz McKenzie and Chief Executive, David Byfield about how the year has gone for Ardenglen.

We continue to have sound finances and performance that compares very well against our peers.

Thank you to those customers who raised specific maintenance / estate issues, staff should by now have been in contact directly about these and inspections carried out. If there is anything still outstanding, please get in touch. We also managed to gather some feedback on our upcoming My Home Customer Portal which will help us with the set up.

After the formal business took place, members were able to join in a free bingo session and raffle prize draws donated by our contractors Hunter Management, Magnus Electrical and Saltire. Thank you to everyone who helped make our AGM a success and special thanks to the headmistress Lorraine Peers and janitor Isobel Coyne at Miller Primary for all their help on the night.

Water Hygiene – Good Practice Steps

Legionnaires’ disease is a lung infection normally contracted by inhaling droplets of water contaminated with legionella bacteria. In most residential properties the risks from legionella is low however taking these steps will ensure you maintain good water quality within your home and keep the risk of contracting legionnaires’ diseases low:

• If any water outlet in your home is not used at least once a week or where you have been on holiday, these should be flushed for five-ten minutes to prevent water stagnating in the pipework.

• You should keep your showerhead in a clean condition and ensure it is thoroughly cleaned at least every three months. Using a bleach-based cleaner will help with this.

• Hot water should be set to 60°C on your boiler, however, please be aware of scalding.

• You should inform us if your hot water is not heating property or if there are any other issues with the water system.

To report issues with the water supply in your home or for further information please contact our office.

R.A.S.P. - Residents of Ardenglen Scrutiny Panel

Our Tenant Scrutiny Panel – the Residents of Ardenglen Scrutiny Panel have been busy working on their first scrutiny activity ; a Review of our Allocations Policy. They met with a couple of members from our Customer Services team assisted by two of our Finance and Corporate Team members.

The group were able to hear from our team on how the current policy and process operate, and ask questions about the policy.

We have left the group with a few weeks to go away and digest the information presented to

Value for Money – Quarter 2 update

We are pleased to report that the savings identified to the end of September are £26,848, on target to meet the annual £50,000 saving. These savings are achieved by reducing our print costs, external consultant use and contract review resulting in savings.

The group will continue to review new ways of working and review contracts.

them and come back to the next meeting in October with their feedback on how or if we can make any improvements to the Allocations Policy.

Once we have the feedback from members, a report will then go to our Board of Management who will decide whether any changes should be implemented.

To find out more about scrutiny and how you can get involved, contact our Corporate Officer, Jacqui Mills on 0141 634 8016 or email Jacqui.mills@ardenglen.org.uk

Sustainability

Ardenglen have begun the journey of developing a Sustainability Strategy. We want to reduce our negative impact on the environment and enhance our contribution to biodiversity and sustainable development. We have a new working group with membership from across the Association. This group will receive training on climate change and what we can do to make our offices and the services we provide sustainable for the future. We will do this by adopting Sustainability Reporting Standard for the year 2024-25. The standard is split into three areas: Environmental, Social and Governance. Ardenglen will be the smallest Housing Association in Scotland to do so, showing that even though we are small we can make a difference!

UPDATE ON OUR FUN FOR ALL SEASON’S SOCIAL CALENDAR FOR 2024-25

This year our Community Committee decided to plan and communicate on our tenants’ events/activities differently. A survey was sent out to all tenants, because we wanted to ask what you wanted to do!

We received an overwhelming response, and we were delighted by the results. Normally tickets for events are issued on a first-come, first-served basis, however, due to the demand, we had to use a number generator to ensure fairness.

Please note that this is the way we will be issuing tickets going forward, so keep an eye on your emails/ texts. Don’t worry if you don’t have access to these, paper applications can be made at the office.

Our Summer Events started with the first of four “Food & Fun for Summer” funded by Castlemilk Together’s Food & Fun allocation from GCC Food programme funding. These events took place on Friday 19 July; Thursday 25 July; Thursday 1 August & Thursday 8 August, where a variety of fun and educational activities took place as well as lots of tasty food on offer. A special thanks is given to Scottish Fire & Rescue; Health Improvement Team (dental);

Then on Friday 26 July two full coaches left Tormusk Road to travel through to Edinburgh Zoo for our annual summer Family Bus Run, the preferred destination from our survey. We were delighted that the sun was shining on what was an amazing day for all our families. You can see from the pictures that everyone had the best day ever!

To include our Summer Events, our over 40’s Bus run headed over to Ayr for the day on Friday 30 August. Again, the weather was kind, and it turned out to be a lovely sunny day. Those who attended enjoyed a wander along the sea front then onto some thrifting in the local charity shops! Lots of bargains, fun & laughter was had, followed by a tasty lunch in Ayr’s oldest licensed bar & restaurant “Tam O’Shanter”. To end the day a few wee games of Bingo were enjoyed in the Beer Garden.

UPDATE ON OUR FUN FOR ALL SEASON’S SOCIAL CALENDAR FOR 2024-25 (CONTINUED)

After a bit of a rest, our Community Committee began planning for our Autumn and Winter events. We had hoped that delivery of our autumn and winter events would be from the he HUB #homeiswherethehubis, however, the refurbishment of the building has been delayed and we anticipate starting on site later in the year.

Due to this delay, we thought it would be a good opportunity to deliver our annual Autumn Festival of Food & Fun along with facilitating a Community Action Day from outside the HUB

As well as a host of fun packed activities, we will be looking for volunteers to join our housing services team to undertake a litter pick and clean-up of the area.

This event will take place on Wednesday 16 October from 11am – 3pm. You will find us situated at Ardencraig Street/Quad, so why not join us for a tasty BBQ and to get involved and chat to us about our plans for the new hub and development of our new growing space for fruit and veg. Why not come along and tell us your ideas?

We will be sending out communication to you shortly to apply for tickets our events below: -

“The Witches of the Glen” for an evening of spooky storytelling & fun. This event will take place in Ardenglen’s Office on Tuesday 29 October from 5pm to 7pm Tickets will cost £2 per child.

On Thursday 21 November we will be heading over to the East Kilbride Village Theatre for this year’s performance from the Greenhills Panto “Pinocchio”. Tickets will cost £2 per person and are open to all ages. Due to demand for this event, it has been decided to put on two Coaches, which will leave Tormusk Road at 6.15pm, with an estimated return of 10pm.

*tickets can be applied for in the office from w/b 14th October. Please note that tickets for our events/activities are only available for tenants of Ardenglen and their children/grandchildren.

Keep an eye on our social media for details of our Christmas events.

On Wednesday 4 December we will be expecting a visit from the big man himself “Santa”, who will looking for our little ones to join us for breakfast & brunch at his Grotto. Tickets are £2 per child and are open for primary school aged children. This will take place at Ardenglen’s office!

Abig THANK YOU is given to the National Lottery for believing in Ardenglen once again and providing us with a grant totalling £149,921 to cover a period of two years.

This much needed funding has supported us to extend Jackie Bole (Community Development Worker) post and create a new post called Financial & Digital Inclusion Assistant, which will support pantry members with financial, energy and digital advice.

At Ardenglen, we have been working tirelessly over the last year to ensure we maintain compliance with the Regulatory Standards of Governance. Our Board have reviewed our health and safety standards, repair works and oversaw Governance arrangements at Ardenglen. After reviewing supporting evidence, the Board were unanimous in approving the Annual Assurance Statement and agreeing that the Association is fully compliant with the

Rest Assured GUTTER CLEANING

Standards. You can read our Annual Assurance Statement in full on our website at Assurance Statement (ardenglen.co.uk). As always, if you would like to know more about Annual Assurance or Governance at Ardenglen, please get in contact with our Corporate Services Officer, Jacqui Mills at Jacqui.mills@ ardenglen.org.uk or call 0141 634 8016

The Gutter Cleaning contract is progressing well and we are on track to finish on programme early December, the appointed contractor is MCS who have carried out these works previously and have a history of delivering similar works throughout the housing sector.

Events Coming Up

AUTUMN FESTIVAL OF FOOD & FUN & COMMUNITY ACTION DAY

16th October 2024 (12noon-3pm)

Ardenglen staff will be on site at Ardencraig Quadrant (car park) to engage with customers on estate issues, the upcoming opening of the hub (Ardencraig St) and investment plans. We will also be litter picking and planting in the new cycle storage units. Food will be available, and a children’s activity will also be arranged. Please come and join us.

ESTATE WALKABOUT

30th October 2024 (1.30pm-3.30pm)

Join the staff team on an Estate Walkabout to identify issues or make suggestions for change. Customers are welcome to meet us at the office at 1.20pm or are encouraged to speak to us when you see us out and about.

MEET THE HOUSING TEAM

Tuesday 12th November 2024 (10.15am-12:15pm)

Please pop into Ardenglen Office to meet your housing officer / assistant for a cuppa tea, cake and a chat. We can also provide a demonstration of the new online tenant portal “My Home”.

Key Performance Indicators 2024-25

Who can complain?

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. When complaining, tell us:

• Your full name and address.

• As much as you can about the complaint.

• What has gone wrong?

• How you want us to resolve the matter.

COMPLAINTS RECEIVED

How do I complain?

You can complain in person at our office, by phone 0141 634 8016, in writing, or email info@ardenglen.org.uk

Getting help to make your complaint

We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you. If you have trouble putting your complaint in writing, please tell us.

Between 1 April to 30 June 2024, we received 24 complaints.

Timescales to Resolve

When a complaint is received, we aim to resolve the matter within 5 working days (Stage 1 Complaint) however if the complaint is more complex and requires a more detailed investigation, we aim to respond within 20 working days (Stage 2 Complaint).

Customer Feedback

Your feedback means a lot to us whether it be a complaint or a compliment or just some general thoughts on our service. All of your feedback helps Ardenglen shape our services for the good of all our tenants. We are constantly reviewing our own performance and processes to ensure we deliver a high-quality service.

COMPLIMENTS RECEIVED

Saltire

“Gentleman that attended , was professional , quick and respectfully of property”

“I’m really happy with the service I receive from you guys”

“Very polite engineer & apprentice, did a good job.”

Bells

“It was brilliant”

“Worker very pleasant”

“The guy Robert did an excellent job and went to his own home do get a piece to fix the shower so thank you.”

“They done a great job, thanks.”

Sight and Sound

“I was at work the day they came out, but I was pleasantly surprised when I came home to find the gate up thankyou”

“Very neat work”

“The joiner s work was very neat and very good communication .”

“Really quick and time efficient was finished within minutes.”

“The problem was fix quick and easy”

Hunter

“All is good,I’m happy!Thank you!”

“Outstanding service was kept upto date n 2as very quick getting problem sorted ad in same day service”

“It was put through as an emergency and I was delighted how quick plumber attended”

“Worker was very pleasant and we were very pleased with the repair”

Magnus

“Reported in person as an emergency. Was dealt with with 2 hours. Contractor very knowledgeable and took care throughout”

David Mitchell

“The workman was very nice and did a good job”

Equalities Survey

Thank you to our tenants, owners, staff and board members for taking the time to complete our equalities survey over the summer. We managed to achieve a great response rate which is noted below:

to shape and improve services.

A number of respondents gave comments around services / adaptations they may need to help them in the home, as the survey was anonymous we would encourage you to contact us directly at the office, call 0141 634 8016 or email info@ardenglen.org.uk in order that we can assist you.

Thank you to Research Resource for conducting the survey well done to the winner of the £50 prize draw Mrs Norah Buchan (Ardencraig Area).

The information gathered not only helps us to understand our customer base but will help us

If you would like more information in relation to the results please contact Suzanne Casey, Director of Customer Services.

Useful Contacts

EMERGENCY PHONE NUMBERS WHEN OUR OFFICE IS CLOSED:

• For all central heating and hot water emergencies please call 03302020444

• For any other emergency repairs that happen after hours, please call 0141 336 7111

• When reporting a repair please advise the contractor you are a tenant of Ardenglen Housing Association.

• Report a repair free phone line 0300 303 8000 – this number is not available during public holidays.

Please note that the office will be closed on Wednesday afternoons for staff training.

ouncillors for your local area are listed below. Full contact and surgery details can be found at 0141 287 2000 or visit the Council’s website: www.glasgow.gov.uk

• Catherine Vallis 0141 287 7031

• Bailie Paul McCabe 0141 287 4663

If you would prefer a paper copy of the newsletter, please get in touch with

• Margaret Morgan 0141 287 0224

• John Carson 0141 287 3937

If you need any assistance regarding councillors please call our office on 0141 634 8016 where a member of staff will be happy to assist.

Keep updated with everything Ardenglen by liking us on facebook - here is the link below:

Ardenglen Facebook (https://m. facebook.com/Ardenglen-HousingAssociation-102918612196567/)

We use facebook to promote our services and to keep tenants up to date with important changes such as the implementation of Universal Credit.

In addition to this we are collating tenant email addresses. Email is a fast, free method of communication and gives you the opportunity to contact us at any given time.

If you have an email address please call us to let us know on 0141 634 8016, email us at info@ardenglen.org.uk or private message us on Facebook.