Picture shows: Maureen leaves Ardenglen for the last time SEE PAGE 2
Maureen closes the door on 35 year housing career
An Ardenglen Housing Association board member is stepping down after 35 year’s continuous service.
Maureen Cope first took the chair’s role at the newly formed Castle Brae Co-operative in 1989 and continued in that role when they merged with Ardenglen in 1995. She served as chair for 20 years and has now decided to step down completely.
‘In the early days as associations were taking on housing stock transfers from the Council the challenges were huge. We had 70% voids when we took over, we had to demolish a lot of the existing tenemental stock that were originally built in the 1950’s and replaced them with new houses, said Maureen.
there is now a much greater sense of pride in the area.
‘I’ve lived in the area for 68 years I’ve seen change for the better. Better housing, better facilities but there is still much to do there is a dire need for a supermarket locally, this must be the largest community in the country without easy access to a supermarket.’
Ardenglen’s vision is to transform communities by providing quality homes and services, an aspiration that saw it crowned Housing Association of the Year recently.
“I’ve enjoyed my experience because I always felt I was doing something to improve the community here.”
‘In the beginning if you said your address was Castlemilk, then that had a stigma, I’m not sure that is the case anymore. People are proud of the area now.
‘I’ve enjoyed my experience because I always felt I was doing something to improve the community here.
‘It was purely down to the will of local people’s involvement in the association that we succeeded and thrived.’
Maureen said the area was unrecognisable from when she first started.
‘The biggest thing I’ve noticed in all the years I’ve been involved is the reduction in crime and I think that is directly related to the housing improvements we’ve achieved in the area. As social housing has improved it has attracted more private sector investment and
‘The biggest thing I’ve noticed
Working to give people a decent house to live in and ensuring that the kids were brought up in a safe environment, that’s always been my motivation.’
ensuring that the kids were brought up in
Ardenglen manages around 1000 houses in the south of Glasgow.
Chief Executive David Byfield said:
Chief Executive David Byfield said: housing association, to sense the quality of life of everyone in she sorely missed
‘Maureen’s service in making this a better housing association, and her wider drive to improve the sense of community here, has made a huge difference to the quality of life of everyone in the area and she will be a sorely missed colleague.’
Egg-Stravaganza BIG THUMBS UP GIVEN FOR OUR
Thanks to our hard working Community Committee (supported by Jackie Bole our Community Development Worker) Ardenglen tenants and local residents from the wider community were able to enjoy a fabulous and fun packed day, which was filled with lots of FREE activities and food for the whole family to enjoy.
The event which was held on Thursday 4th April at our offices and included an array of activities including a visit from the Animal Man; a Caricaturist; Fab & Funky Face Painting; Cake Decorating Workshop; Easter Arts & Crafts and a special visit from the Easter Bunny and his mischievous pal “Mr Fox”.
A special thank you goes to Castlemilk Together (Community Food Action) for providing us with allocation of funding (GCC Food & Fun grant), which was used to compliment what was on offer.
You can see from the pictures there was something for everyone, including the grownups who were given a lovely bunch for spring flowers. Feedback told us that this was a lovely gesture and one that filled them with hope.
Meet our new Asset Management Team
The Asset Management Team are here to assist all tenants, and ensure that we are accountable for maintaining your property to a good standard Our role and overall function are responsible for the following:
• Tenant/ Resident Health and Safety Compliance
• Planned Investment in AHA stock
• Planned and Cyclical work on our properties
• Manage repairs and void repairs
• Performance and Contract Management to ensure quality service
• Maintain SHQS and EESSH standards
Estate Walkabouts
As part of our commitment to improving the quality of the estate where our tenants live, we are planning a programme of quarterly estate walkabouts.
These will involve some of the Asset team, walking around our Ardenglen estate and
TAmy, Demi, Bruce, Christopher and Graham
identifying issues that might need to be tackled. The walkabouts will give you an opportunity to discuss issues about common area repairs, common area grass cutting services with our Asset team, We will publicise when the walkabouts will be.
Look out for us on the estate!
enants and Residents Health and Safety are one of our main priorities. We have obligations as a landlord to ensure your safety in your home, These are the areas that we take care of to keep you safe:
• Gas Safety Checks annually - Ensure 100% compliance in year.
• Electrical safety checks every five years - 100% compliance.
• Asbestos Management - we retain an asbestos register and meet compliance standards.
• Fire Safety - 100% of our properties have interlinked fire, smoke and carbon monoxide alarms.
• Legionella (Water) Management - we have a water management procedure for all our void properties. The association has invested in direct water feed to all our properties, which comply with current standards.
• Fire Risk Assessment (FRA) & Management (Common Areas)
• Damp & Mould - The association published details on the Spring/Summer Vision newsletter of a new managing mould and condensation guide for tenants.Download a copy on https://tinyurl.com/3h97r29.The association also meet Scottish Housing Quality Standards (SHQS) standards. Scottish Government https://www.gov.scot
Help us keep you safe
Please read any appointment letters you receive and let us know if you won’t be in. For gas and electrical safety, we can force entry to make sure your home is safe if we need to, but this
isn’t necessary if you work with us and wait in at the agreed appointment time. If you have any questions or concerns regarding the safety of your home, please call us on 0141 634 8016.
Proposed 5-year Investment programme
Phase 1 of our proposed 5-year investment programme for planned maintenance works has been completed, we have carried out stock condition surveys to 70% of our properties and aim to achieve up to 80% by the end of 2024/25. The Association’s approved building surveyors are The John Martin Partnership (JMP), and they will continue the stock condition surveys in July/ August. This only applies to properties that haven’t yet been surveyed in last couple of years.
We are pleased to confirm we are now working on Phase 2 , assessing and prioritising, work programmes for the next 5-year period. We will then be in a position to procure new contracts e.g. kitchen, bathroom and shower installations, windows and roofs as identified within the stock condition surveys recently carried out.
The plan is subject to review each year and may be adjusted for legislative purposes. Tenants
will be consulted on all works. Look out for details of planned investment schedule in our Autumn edition of Vision.
The Association wants to “provide a first-class maintenance service which offers value for money and ensures the comfort and safety of our residents while achieving high levels of satisfaction” and maintain properties where people want to live also create a home. As part of this further commitment we are developing an Integrated Asset Management Strategy which describes how we will plan ahead to keep our stock in good condition and make the right investment at the right time.
We will continually invest in our homes and aim to get as much as we can out of our components and renew them only when they reach the end of their useful life. This way we get value for money and, just as important, we are able to keep our rents affordable to tenants and meet our customers’ expectations.
“TOP TEN” AREAS OF SPEND
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.
SDoes your freezer look like this?
ummer months are a good time to defrost your fridge/freezer. We tend to be eating more salads or having BBQ’s at this time anyway and you can do this before you stock up your freezer on your next shop.
This can help maintain proper functioning of the freezer and improve the quality of the stored food. Defrosting removes the ice build-up, which makes your freezer work harder.
Effectively making your freezer more efficient.
Thinking of buying a new freezer?
Examples approximately of freezer running costs:
Lifetime Running Cost:
£805.36 over 15.5 years
Lifetime Running Cost:
£525.39 over 15.5 years
Know your energy labels
What is it? The familiar EU Energy label, rates products from A (the most efficient) to G (the least efficient) and is required by European law to be displayed at the point of sale on the following products:
• Washing machines, washer-dryers tumble dryers
• Fridges, freezers and fridge freezers
• Dishwashers
• Electric ovens
• Energy-saving light bulbs
• Air conditioners
• Televisions
Fridges and freezers have two additional ratings A+ and A++. And, to make it more confusing, from end 2011, new A+, A++ and A+++ energy ratings for fridges, washing machines and dishwashers will be compulsory for all new models on the market. European Energy label (mandatory)
ENDING YOUR TENANCY
If you are leaving our properties please carry out the following.
· Please remove all your belongings including carpets, curtains, blinds white goods and personal light fittings.
· If you need your gas cooker disconnected please contact Ardenglen who can arrange a gas engineer to do this for you free of charge.
· Wash down all paintwork, cupboards etc.
· Wash down all sanitary ware and ensure nothing is damaged or broken.
· Sweep all floors to remove debris from underlay etc.
· Repair any damages i.e. holes in doors, sliding doors off rails etc.
· Let Ardenglen know who your gas and electricity supplier is and pass any key or cards to us when handing in your keys.
The above is in line with your contractual Tenancy Agreement and failure to carry out the above will result in the costs being recharged to you.
If you are unsure or need further assistance please contact you Housing Officer who will be happy to talk this through.
Financial & Energy Advice
We have recently introduced two new drop in services to help customers with all things financial / benefit & energy.
Bernie Sweeney is our new Financial Inclusion Officer and can support with you with a variety of financial matters such as benefit application’s, benefit checks, appeals, debt advice, budgeting and grant applications.
Drop in available at Ardenglen office every Thursday 2pm-4pm or contact the Customer Services Team to arrange a direct appointment at a time convenient for you.
Cycle Storage
Lynne Mastrangioli as I am sure many of you will already know is our Energy Advisor and can support with energy saving tips, fuel crisis support and fuel debt among other things.
You can drop in to see Lynne at the office every Tuesday 2pm4pm or contact the Customer Services Team to arrange a direct appointment that is suitable for you.
You can also email Community@ardenglen.org.uk
This is a reminder that we now have two bike storage units on the estate, 1 in Ballantay Terrace and the other in Ardencraig Quadrant. We have very limited spaces left, if you would like to be considered or join the waiting list please contact our Customer Services Assistants Pauline or Scott for more information. You can also email Community@ardenglen.org.uk
Bernie Sweeney
Lynne Mastrangioli
COMPETITION
Our Garden Competition 2024 is still open for entries until 31 July 2024!
We have 3 prizes on offer
1st prize - £75 voucher
2nd prize - £50 voucher
3rd prize -£25 voucher
Front, back, side gardens and balconies can apply. To enter please email photo(s)
to info@ardenglen.org.uk with your name, address and phone number. You can send your own entries in or nominate a neighbour or family member. Alternatively, please contact one of the Housing Team on 0141 634 8016 and we can arrange to take photos when out on the estate.
Winners will be contacted by phone in August and will appear in the Autumn edition of the newsletter.
Help us Get to Know You Better - Understanding the needs of our Customers
Ardenglen’s priority is you, our customers. It is vital that our knowledge of tenant circumstances and priorities is current so that our services can be tailored to suit your needs.
We have enlisted external agency Research Resource
to carry out an independent anonymised survey to help us gain an up to date understanding of those who live in our homes. We hope to identify any barriers to services with the aim of better supporting you in your home. The survey will be available from 22 July 2024 and fully
accessible for all. Responses can be submitted by post, telephone and online and if you have an email address registered with us, you will receive a link via email. You only need to submit one response.
Please complete this survey in order that we can help to shape services. All responses will be entered into a prize draw for a £50 voucher –this will not jeopardize the anonymity of the survey.
If you have any questions about this please contact Suzanne Casey, Director of Customer Services or email info@ardenglen.org.uk.
Rest Assured
Ardenglen Housing Association, like every other social landlord in Scotland are regulated by the Scottish Housing Regulator (SHR). This is to help us ensure that we are doing our upmost to provide first class services, homes and safety to all our tenants. We will be reporting to you on all that we do in the year to ensure that we are compliant with the Regulatory Standards. The SHR have recently developed and published a suite of guides and videos to help you understand what the Regulator does. You can access this information on our website https:// ardenglen.co.uk/scottish-housingregulator-publishes-guide-for-tenantsand-service-users/
Or visit the Scottish Housing Regulator’s website directly https://www. housingregulator.gov.scot/
Over the course of the year we assess the requirements of the SHR in terms of meeting tenants Health and Safety and carry out numerous checks within our housing stock to ensure that you remain safe in your home, these include:
• Annual Gas Service
• Electrical Installation Condition Report (EICR)
• Estate Management Inspections
• Fire Risk Assessments
• Stock Condition Survey
We report on progress with these to the Scottish Housing Regulator annually through our Annual Return of the Charter in May and in our Annual Assurance Statement in October. You can read our current Annual Assurance Statement on our website at https://ardenglen.co.uk/assurancestatement/
Our Board will soon be discussing and reviewing information presented to them in relation to how we meet the Regulatory Standards as part of our Annual Assurance Process for 2024. We will then publish our Annual Assurance Statement on our website and in our next edition of Vision Newsletter.
If you would like to know more about our Annual Assurance Process, please get in touch with Jacqui Mills, Corporate Services Officer, at Jacqui.mills@ardenglen.org.uk or call 0141 634 8016.
Board Matters
Since our last update in Spring the Board have approved the following policies:
• Equality and Human Rights Policy
• Void Management Policy
• Electrical Safety Policy
• Flexible Working Policy
• Decoration Policy
• SPSO Model Complaints Handling Policy
• Legionella Policy
The Board also reviewed and approved a revised Business Plan taking into account the ever changing financial climate.
In May, the Board approved our Annual Return on the Charter which reports our Annual Performance to the Housing Regulator.
The Board have also attended Risk Management Training and have Finance for Non Finance People training in August.
AGM News
We are also preparing for our AGM which will take place on Wednesday 18 September, venue to be confirmed. If you are a shareholder, we will be in touch with more details in the coming weeks.
Longest Serving Board Member announces her Retirement
Lastly, our longest serving Board Member, Maureen Cope MBE has retired from the Ardenglen Board, you can read all about Maureen’s amazing tenure with Ardenglen Housing Association on page 2.
Who can complain?
How do I 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
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 January to 31 March 2024, we received 30 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. Here is a snapshot of the positive feedback received:
COMPLIMENTS RECEIVED
Customer handed in a box of chocolates for staff in appreciation of the work they do.
The Gardeners have done a great job!
Customer really happy with all the support they received as a new tenant.
Customer handed in cakes to thank staff for their assistance and support.
R.A.S.P.
- Residents of Ardenglen Scrutiny Panel
Ardenglen have recently launched our tenant scrutiny panel –RASP – Residents of Ardenglen Scrutiny Panel. We have a group of tenants interested in reviewing our performance and looking closely at our services with a long term aim of making recommendations for improvement to our Board of Management.
So far we have held a couple of meetings to introduce our tenants to scrutiny and have also enjoyed a site visit to Queens Cross
Housing Association where we observed their scrutiny panel – the Residents Task Force in action. It was a worthwhile venture for our panel as we learned a little more about what scrutiny is about and it gave the group food for thought about what they can do.
There are a few potential projects in the pipeline that the panel may choose to look at in the year ahead including Customer Service Standards, Allocations, Complaints and Communication.
All members of Ardenglen’s Scrutiny Panel will be offered training and support to help them in their role. We are still at an early stage in our development but anyone who is a tenant or receives a service from Ardenglen is welcome to get involved in the panel. Being part of a scrutiny panel can look great on your CV and can help you to develop your skillset further.
If you are interested in joining RASP, please get in touch with Jacqui Mills, Corporate Services Officer, Jacqui.mills@ardenglen. org.uk or 07932804901.
Value for Money Working Group
Quarter 1 Report
The VFM group has refreshed the staff team membership for our new financial year, bringing new ideas and new savings to the group.
The savings identified at the end of June total £12,331. This was achieved by a saving on
print costs and reduction of an external consultant.
The focus for the coming year will be ensuring new contracts and services are achieving value for money and looking at new ways of working.