9 minute read
TENANT EVENTS ARE BACK
from Ardenglen HA
AND… IT FEELS GOOD!
Our hard working Community Committee were delighted to see life finally going back to normal, which meant they could deliver more events that were less restrictive from the Maureen Cope Community Hall. Following their successful Afternoon Tea’s during the Easter holidays, they set about planning their programme of events and activities across the Summer holidays!
First up was their “Future Seeds” programme, which saw local families joining us across four sessions to participate in a fun packed itinerary filled with fun activities and food. All sessions saw us learning all about the amazing natural environment surrounding the Maureen Cope Community Hall and how our fascinating plants support local animal and insect life! A big Thank You is given to Castlemilk Together: Community Food Action, who made this possible by awarding us with funding from their allocation of the GCC Holiday Food Programme for 22/2023. Next up was our summer Family Trip to Heads of Ayr Farm Park, which took place on Friday 5th August. Two packed coaches left Tormusk Road with our excited families on board for a family day filled with laughter and fun! You will see from the photographs that a great day was had by all who attended.
FORTHCOMING TENANT EVENTS FOR AUTUMN/WINTER 2022
After the success of our summer events, our Community Committee have been busy organising events for Autumn & Winter for 2022!
AUTUMN FAMILY FUN DAY
This year’s Family Fun Day will take place in the Maureen Cope Community Hall on
Friday 15th October from 11am – 2pm.
An array of free fun activities have been organised for the whole family to enjoy. Why not check out our EVENTS CALENDAR and if you fancy something pop into the office today for tickets! Tickets will be on sale
Thursday 1 and Friday 2 September.
A Fright of a Night! Children’s Halloween Party
This year’s Halloween Party at the Maureen Cope Community Hall will be held on Friday
28th October from 6pm – 8pm.
Tickets are open to children who are aged pre-school to Primary 7, with prizes for the best costume.
Children’s Christmas Party
Ho, Ho, Ho-pe you can make it to Children’s Christmas Party for an evening filled with fun, games and a special visit from the BIG Man himself!
This year’s party at the Maureen Cope Community Hall, will be held on Friday 8th
December from
6pm – 8pm. Again tickets are open to children who are aged pre-school to primary 7.
Young @ Heart Festive Fun!
This year’s lunch will be held in conjunction with our regular 3B’s (Bite, Blether & Bingo) on Tuesday 15th December from 12pm – 3pm and will be held in the Maureen Cope Community Hall. We promise a delicious festive feast, a seasonal sing song and of course a flying visit from a very special visitor!
We are looking to return to the East Kilbride Village Theatre on Thursday 24 November. This year’s cast have began working on their performance of Sleeping Beauty, where we will see the comedy duo back for a side splitting performance.
It’s Panto time again... Oh, NO it’s NOT…. Oh YES it is!
A cost of £2 for an individual or £5 for a family ticket applies. Please note that tickets are allocated on a first-time basis and that you must be an Ardenglen tenant to qualify. If you or family have additional support needs, or any special requirements please contact Fiona McGovern, Community Investment Manager on 0141 631 5041 or 07969 182330 to discuss.
Area of operation Target Q4 Performance Target achieved
% repairs completed right first time
% of properties with a gas safety certificate completed within a year Average days taken to relet empty houses 95% or over 97.7% Yes A repair is right first time if it is completed on time and without the need for a recall visit
100% 100% Yes Target met
12 days 11 days Yes Target met
% rent due lost through properties being empty Current tenant rent arrears as a % of rent due Below 0.23% 0.03% Yes Target met
Below 4.5% 2.8% Yes Target met
How to make a complaint
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
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.
Complaints Performance
Complaints Received
Between 1 January to 31 March 2022, we received 21 complaints.
Timescales to resolve
When a complaint is received, we aim to resolve the matter within 5 working days however if the complaint is more complex and requires a full investigation we aim to respond within 20 working days.
Complaints Upheld & responded to within timescale
• Upheld Complaints – 9 • Partially Upheld – 2 • Not Upheld – 7 • Resolved – 3 • 90.4% responded to within timescale.
We have a new complaint outcome to report on from quarter one. We are now able to report on the number of Resolved Complaints. Resolved complaints are complaints that have been resolved to both the customer and our staff team’s satisfaction. We hope to see an increase in the number of resolved complaints going forward.
Compliments
We received a compliment from a customer who was happy with the professionalism of one of our contractors when in her home carrying out some repair work.
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.
You Said, We Did
We are always looking at ways we can improve our service and review feedback to help us make our services better for you.
You said...
We received a number of complaints about communication in the last few months. This extends to our contractors also. Some complaints this quarter arose from frustrations over delays to acquire replacement parts which is out with the Association’s control.
We Did...
The Association will be reviewing the complaint trends for the full year as part of the Annual Complaint Report process and assessing whether there is any more learning that could be implemented around communication as this has been one of the main sources for complaint over the last year. Covid has caused a huge disruption to our repairs contractors which has seen them experience problems sourcing materials, staff shortages as well as a backlog of repairs built up during lockdown that they are catching up with. We meet with our contractors regularly to discuss any service issues and will continue to monitor their service.
How your rent money is being spent
Ardenglen aims to be as transparent as possible, so with this in mind, we intend to keep you informed by publishing our quarterly financial results. During the twelve months from April 2021 to March 2022 - the income receivable was £4.649 Million and from this the expenditure incurred to deliver our service was £4.405 Million.
This is how your rent has been spent over these twelve months.
Ardenglen would also like to publish our “Top 10” expenditure items, on a quarterly basis, which will hopefully give you an insight into our key areas of spend. If you have any further questions or would like additional information, please do not hesitate to contact Michelle Hart from our Finance & Corporate Services Team.
5% 4% 5%
23% Total Staffing Costs
Day to Day Repairs £1,050,088
£621,319
16%
9% 20%
19%
Salaries/ staffing costs Reactive Repairs Planned & Cyclical Maintenance Management & Maintenance administration Depreciation Regeneration Interest Paid on Loans Money set aside for future investment
Ardenglen has developed a robust Business Planning Model for investment in your homes and community. Any surplus we report will be re-invested at a future date in line with our business goals and objectives.
Repairs to Empty Homes
Landscape Maintenance
IT Equipment & Telecom
Close Cleaning
Property Insurance
Boiler Replacements
Balcony Refurbishments
Gas Servicing £231,334
£146,217
£107,038
£88,539
£77,273
£63,648
£63,612
EMERGENCY NUMBERS
Emergency phone numbers when our office is closed:
• For all central heating and hot water emergencies please call City Technical Services on 0333 202 0708 • For any other emergency repairs that happen after hours, please select the appropriate trade below:
Electrical – 07957 585233 / Joiner – 07957 585266 /
Plumber – 07445 831330 • 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 OUR OFFICE CLOSES AT 12PM EVERY WEDNESDAY FOR STAFF TRAINING. OUR OFFICE WILL BE CLOSED FOR PUBLIC HOLIDAYS ON: FRIDAY 23 AND MONDAY 26 SEPTEMBER 2022.
Councillors 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 • Margaret Morgan 0141 287 0224 • Malcolm Cunning 0141 287 3937
If you need any assistance regarding councillors please call our office on 0141 634 facebook.com/ 8016 where a member of staff will be happy to assist.
We have a new Ardenglen Facebook Account! Have you followed us yet?
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.
