DECEMBER 2010
housing The newsletter for Link tenants
Hello and goodbye
news INSIDE Community Hub, Paisley
Callendar Park – photo by Archie Tipple AS I WRITE this article, we are knee deep in snow in most areas of the country. I am told this is not the pattern of winters to come – but it does look as though this one will be bad. Link is committed to providing as good a service as we can but in extreme weather conditions (such as those we have been experiencing recently) I’m afraid that sometimes neither our staff nor our contractors are able to get into work – or out to visit you. We are prioritising emergencies and I would ask you to be patient. We have contingency plans in place – and by a combination of effectively managing a ‘skeleton’ staff in the office and making working from home arrangements we will continue to do our best for you. Please see our article on page 4 for tips on coping with severe weather and keeping safe. Maureen Middleton, Director of Link Housing
AFTER THREE and a half years as Link Housing Association’s Tenant Participation Officer, it is with mixed emotions that I have to tell you I am moving on to a new post within Link, as a senior officer with Link’s newest team, Edinburgh Private Sector Leasing (PSL). I would like to thank everyone for all the help and support you have given me, which enabled Link to gain recognition for our excellent approach to tenant involvement, allowing us to achieve the TPAS Accreditation Award for our Tenant Participation activities and involvement. Without you this would not have been possible. Also a big thank you to all the Registered Tenant Groups, individual tenants and all who took part in our Focus Groups, Mystery Shopping Exercises, Tenant Led Inspections and for making the family fun days and conferences so successful. Link Housing – 08451 400 100
Youth Conference
Safari Park
I know that whoever takes over from me can rely on all of you to continue to assist Link in achieving excellent tenant / landlord relationships. Regards to everyone. Lenore Suddon, Tenant Participation Officer 1
LINK SPONSORS STREET PARTY AT CROSS ARTHURLIE STREET, BARRHEAD Link was one of the many sponsors of a street party held along Cross Arthurlie Street, Barrhead on Saturday 28 August.
The event was organised by East Renfrewshire Council as a thank you to the local businesses and residents for their patience during the redevelopment works in the area. Residents enjoyed a sunny afternoon of entertainment which included fairground rides, stalls, a farmers market and a mobile football pitch. It was also an opportunity to welcome and encourage new shoppers to use the newly renovated shopping street. The event coincided with the release of Link’s first phase of quality affordable housing at neighbouring John Street. Link and East Renfrewshire Council have developed a formal agreement which will see the new homes being managed on behalf of Link by the Council.
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Inaugural Link Youth Conference Link Housing’s first Youth Conference took place in the Park Hotel, Falkirk on Thursday 5 August. Those who came along were able to participate in discussions and workshops about a broad range of issues relating to their tenancies. Link arranged a fabulous mix of activities from a play which features an anti-social behaviour case with a twist, to money advice and even a drumming session led by Link’s Chief Executive, Craig Sanderson. Other activities on the day included Zumba classes, healthy eating tasters, reflexology, Indian head
massage and manicures. Information stalls were provided by Scottish Enterprise, Falkirk College, Scottish Hydro and the Falkirk Credit Union. Link’s Tenant Liaison Officer Lenore Suddon, said: “This was a fantastic day, enjoyed by everyone, both tenants and the staff who were involved. Everyone agreed that it should be an annual event, so here’s to 2011!”.
Look out for information on the next conference in the Summer 2011 newsletter.
www.linkhousing.org.uk
Link and local residents celebrate the opening of the new Blythswood Community Hub, Paisley The new Blythswood Community Hub, Paisley was officially opened on Saturday 28 August 2010 and was attended by local residents, community police and wardens as well as staff from Link Housing Association, Reid Kerr College and Paisley Partnership. In August 2009, as part of the LinkGiving day, a team from Link Housing Association renovated and donated a shop at 50 Caledonia Street, Paisley to the ABC Residents and Tenants Association who serve the community of Andrew Street, Blythswood Drive and Caledonia Street, Paisley. It was at this point the ABC Residents and Tenants Association saw the potential for a much needed community hub, and the shop at 50 Caledonia Street was the ideal location. The residents secured funding from the National Lottery, the Local Area Committee, Link Housing Association as well as further donations totalling £5163 to make the project possible. The ethos of the project is to create a community which works together to tackle inequalities and will accommodate people of
Local residents enjoying the new Blythswood Community Hub (above).
all ages and ethnic origins. The group also aims to minimise isolation of residents or tenants by offering choice and to encourage individuals to participate in different activities. The new Hub will provide a community space (at present there is none in this area) for groups and individuals to hold meetings and activities as well as providing information on benefits, housing, health and employment. The Hub intends to hold annual events as well as weekly activities which will include arts and crafts, lunch clubs, bingo sessions, an internet café and IT training. Link’s Tenant Liaison Officer Lenore Suddon said: “The opening of the new Blythswood Community Hub was a fantastic day and a fitting tribute to everyone involved for all the hard work that went into making it possible.”
Link Housing – 08451 400 100
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TOP TIPS Top tips for keeping safe this winter COLD WEATHER can damage homes and belongings but you can help avoid problems and protect your home by following these tips: ● If your loft door is in the house, leave it open slightly to keep the loft warm. ● To prevent flooding and waste pipes freezing, check dripping taps and overflows. Report faults. If you are waiting for repairs to a dripping tap, keep the plug in the sink of bath to prevent water freezing in the waste pipes. ● To avoid frozen or burst pipes, try and keep your house warm day and night by keeping your heating on a constant low. ● Stop draughts by filling in gaps with newspaper, sealing or beading. ● Cover your water tank. ● Draw your curtains at dusk to stop the heat escaping.
Tips on how to reduce condensation in your home ● ● ● ● ● ● ● ● ● ● ● ●
If you get a burst pipe: 1. Turn off the water supply at the main stopcock, the electricity supply at the mains and the water heater. 2. Turn on all the taps to drain your system. If you can, collect the water in the bath for washing and flushing the toilet. 3. Warn your neighbours in case it affects them. 4. Telephone Link (or the emergency contractor if it happens outside office hours).
● ● ● ●
Keep a window open if drying clothes indoors Don’t dry clothes on warm radiators Keep kitchen door closed when cooking Keep lids on pots when cooking Keep bathroom door closed when running a bath Don’t overfill cupboards and wardrobes – make sure the air can circulate If you have a extractor fan in the kitchen or bathroom, use it Don’t keep furniture and beds hard against the walls – make sure the air can circulate behind them Keep your heating on low through the day in cold weather Adequately heat and ventilate rooms at risk of condensation If using a tumble dryer, make sure the hose is positioned out of the window or door Don’t trap heat – avoid placing large pieces of furniture in front of radiators as this prevents the heat from circulating Keep curtains above radiators Thick curtains prevent heat escaping so remember to close them at dusk Keep curtains open on sunny days to help warm rooms Keep doors open in rooms that get lots of sunlight this will allow the warm air to circulate in your home
If you do continue to experience problems with condensation or mould contact our Customer Service Centre on 08451 400 100.
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www.linkhousing.org.uk
Get Cheaper Energy All energy suppliers must provide ‘social tariffs’ to help their most vulnerable customers pay their energy bills. You might qualify for cheaper energy.
Reply today to claim yours while stocks last! All you have to do is complete all your details on the coupon and return it to the Freepost address provided. They will be delivered to your door within 28 days.
In conjunction with British Gas, we are offering two useful products free of charge to allow you to monitor and reduce your electricity use. If you were to buy them it would cost a combined total of around £60. 1 The Standby Saver looks and works like a multi-plug socket and can help reduce your electricity bill. It’s easy to set up yourself and once it is in use, will detect when you switch off your TV with the remote control. It then cuts the power to everything else that is plugged in, saving electricity that would be wasted on standby. Switch the TV back on and all your appliances are ready to use again.
Both products are simple to use and come with full instructions.
2 The Real Time Electricity Monitor shows approximately how much electricity you are using in your home in real time – shown in power or in pounds and pence. You can check things like how much appliances cost to use, or the savings you could make from switching lights off. Because you can see the amount of energy you are using, you will feel more in control of how much you are spending.
Please complete all details on the coupon and return to: British Gas Offer, FREEPOST NWW1657, PO BOX 7, Manchester, M19 2PB Please tick the products you would like to receive:
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Ofgem, the government body that controls energy companies, has set a rule which means social tariffs must match the cheapest rate that each company offers. Because there are no rules about how these cheaper tariffs should be offered, each company has its own criteria but the overall purpose is to help those on lower incomes, those who are in receipt of benefits or those most vulnerable and in need of support. If you feel you are struggling with your bills you should contact your supplier to discuss ways of reducing them or taking advantage of their social tariff if you are eligible.
How much do you use?
Standby Saver Real Time Electricity Monitor You do not need to be a British Gas customer, but please indicate if you are. Name:................................................................................................................ Address: ............................................................................................................ .......................................................................................................................... ..........................................................
Postcode: ............................................
Signature: ........................................ Date: .................................................... We may want to contact you by mail, phone, visit or email about other products and services provided by us, or our partners. By providing your information you will be indicating your consent to us keeping you informed in this way but please tick this box if you DO NOT wish to hear about such products and services . Offer limited to one per household.
Link Housing – 08451 400 100
A/80/LIN/1
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Tenant Led Inspections
TENANT PARTICIPATION ADVISORY SERVICE TENANTS CONFERENCE (TPAS) This year’s Tenant Participation Conference was once again held in the lovely Dundee APEX hotel and Link was represented by two tenants, Lynda Simpson and Paul Willson. Both Paul and Lynda had a fantastic time, meeting delegates from all over Scotland, England and Wales, attending and participating in workshops and both enjoyed a visit to St Andrews including the castle.
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The first (pilot) Tenant Led Inspection has been carried out by Link Tenants. The subject chosen for this inspection was the Void and Re-let process from notification of termination to the start of the new tenancy. The focus of the inspection centred on tenant inspectors working with staff and tenants to assess how Link Housing managed its empty houses delivering an acceptable standard of let. The Tenant Liaison Officer co-ordinated the exercise and tenants received training and a briefing session was provided by the Health and Safety Officer to prepare tenants for their role as Inspectors.
The purpose and scope of the inspection was to: ● Inspect the process for re-letting empty houses ● Ensure an acceptable standard within a minimum timescale was achieved ● Consider the impact on tenants’ rents ● Recommend improvements in relation to efficiency.
www.linkhousing.org.uk
The objectives were: ● To identify areas of void management which required improvements in the best interests of tenants.
The outcome: ● The Inspection Team produced a written inspection report outlining the methods used in the inspection, details of evidence collected, strengths and weaknesses identified and areas for improvement.
The tenants who took part in the Tenant Led Inspections had a fantastic time, made new friends, learned much about the operational side of Link Housing and can’t wait to take part in the next Tenant Led Inspection exercise. If you are interested in participation please let your housing officer know.
Are you reaching Retirement Pension Age soon? This is 65 for a man and just over age 60 for a woman. How do I claim my state pension? A letter is sent out to you 4 months before you are due to claim your pension. This letter details how you can make the claim: ● by telephone to 08007317898. ● download the State Pension claim form from the Department of Work and Pensions website, print it out, complete and send to your local pension centre. This will either be Dundee Pension Centre in the East of Scotland or Motherwell Pension Centre in the West of Scotland – the address will be on your letter. Claiming by telephone is easy and the letter that you receive advises you of the information you need to provide to make the claim.
BIRD NEST BOXES
It is necessary for everyone to actually claim their pension as Retirement Pension is not paid automatically. If you have not heard anything by the time you are two months from your retirement date, you should contact the Pension Service on 0845 6060265 and enquire as to whether they have your correct address. Reaching State Pension Age can have an impact on other benefits – for example Housing & Council Tax Benefit. You should check with your relevant local authority or another independent advice agency (e.g. Citizens Advice Bureau), to find out if you are now entitled to these benefits. If you were already receiving these benefits prior to pension age, check the award has been reassessed correctly. If you want further help or advice, please contact the Older Person’s Advice Project, part of the Link Housing Association’s Welfare Rights Service, free & confidential for all tenants.
I would like to participate in the nesting box project. Name ..........................................................................................
Link, in partnership with Scottish Natural Heritage, is able to offer free bird boxes for your garden along with a booklet covering how best to site and maintain your nesting box and how to support and improve local bird numbers. As you may be aware, there has been a slow but steady decline in the health and populations of our native bird species. However, many areas are by no means empty of
Address ...................................................................................... .................................................................................................... Postcode ....................................................................................
opportunities for our indigenous birds and with the right support and a safe nesting sites we can improve the prospects of local bird numbers. Which in turn can help improve our urban ecosystem. Link has 500 boxes to give away for free. To order one along with an educational booklet Link Housing – 08451 400 100
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Free Bird Boxes for your Garden.
either return the above slip, free post or email: freenestingbox@linkhaltd.co.uk Free Nesting Boxes Free Post RRBB-XKJB-EHRZ Link Housing Association Watling House Callendar Business Park Falkirk FK1 1XR 7
How did we do? Every year, all Registered Social Landlords (RSLs) are assessed against a variety of key indicators. Our performance ratings show that we did not perform as well as we would have liked in delivering the repairs service. This was due to a significant change, from hundreds of small contractors to one multi-trade contractor, during 2009/10. We knew it would take time for the partnership to become established and deliver the benefits of a single contract service. Ironically this was being achieved just as the contractor hit financial difficulties and the company went into administration. Overall we have learned lessons from the contract and, although a single contract brings value for money, our new contract, which starts in December 2011 is split into one for the East and one for the West. The following graphs show how we performed during 01 April 2009 – 31 March 2010.
Average Re-Let Time in Days
Non-Technical Arrears 4.00%
3.34%
3.19%
3.50% 3.00%
2.92% 2.64%
2.50% 2.00% 1.50% 1.00% 0.50% 0.00%
Quarter 1
Quarter 2
Quarter 3
Quarter 4
2009/10
We have beaten our target of 3.5% by almost 1% and also reduced the number of evictions in the last year. We have worked closely with our tenants to take control of their rent accounts and offered comprehensive welfare advice.
Repairs Completed On Time
35 30 25
94.0%
20
90.0%
10
86.0% Quarter 1
Quarter 2
Quarter 3
Quarter 4
84.9%
84.7%
Quarter 2
Quarter 3
84.0% 82.0%
2009/10
80.0%
The red line shows the target for re-letting homes is 20 days, unfortunately we did not meet our target. This was due to a change in the way the service was delivered and we have worked hard with our new contractor to get back on track in 2010/11. 8
88.5%
88.0%
5 0
91.5%
92.0%
15
Quarter 1
Quarter 4
2009/10
Our response times were not achieved, as we changed to the new repairs partnership with a single contractor.
www.linkhousing.org.uk
Customer Satisfaction with Repairs
Rent Setting Consultation
For the reasons mentioned above, the service to tenants took a dip and we achieved a satisfaction rating of 84.3% during 2009/10 against a target of 93%. It is a priority for us to improve on this rating and we are confident that this will be achieved.
Every year we review the amount of rent and we charge our tenants in April of each year. We need to ensure that we keep up with rising costs and that we manage and maintain our properties to a high standard and put aside enough money to pay for planned and cyclical repairs. The chart below shows a breakdown of how we used every penny in each of our pounds of rental income.
2009/10 Formal Complaints
35
35
Reserves, 3
22
LHA LH LW
21
20
Bad Debts, 1
15
15 10
0
2
Quarter 1
2
Quarter 2
4
Quarter 3
1
Routine Maintenance, 19
ON
Quarter 4
2009/10
Between 01 April 2009 and 31 March 2010, Link Housing received a total of 93 formal complaints, compared with 9 complaints made to Link Homes and one complaint made to Linkwide. 78 of those complaints were from tenants, 9 were from owners, 2 were made by sharing owners and 4 were received from applicants. Like most years, the majority of those complaints were with regard to the repairs service. Link encourages feedback good or bad, and if you would like to make a complaint about the service you have received, please view our complaints procedure which can be found on the website www.linkhousing.org.uk and clicking on the ‘Tenants Zone’.
Management, 22
E
5
Property Depreciation, 9
Loan Interest, 16
POUN
25
D
30
Major Repairs, 30
We are very aware of the increasing financial pressures that tenants, in common with everyone else, face in the current difficult economic climate. We will do everything possible to limit the level of rent increase to that required to meet our financial commitments, and to ensure that rents remain affordable to tenants. This year’s rent increase will be agreed by Link’s Board in January 2011. We would really like to hear your views so we can include these in the discussions with the Link Group board. You can either send this by letter, email, phoning the Customer Services Centre or by talking to your Housing Officer.
Link Housing – 08451 400 100
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Equality and Diversity ... what has it got to do with me? Everything!
Furniture Service Here are two of the options available:
As chair of Link Housing’s Board, I am keen to know that Link is doing everything it can to meet the needs of everyone we house. We can only measure how well we are doing with this if we know about our tenants. It may be that you have already provided this information, if you have been housed in the past two years or have had an Annual Tenancy Visit from your Housing Officer, you will have been asked to answer some questions around race, disability, employment, sexual orientation, religion etc. In January you will be sent a questionnaire asking you to complete and return it to us in a self addressed private and confidential envelope. This may seem like very personal information, however, this is not held on your records. Only our human resources officers have the information, which will not be used for any other reason than to make sure that we have up to date information about our tenants, and we are not breaching any equalities legislation. Please help us to help you so that we know what your needs are and help us plan for the future.
Single person (£425)
Social Enterprise Clydebank (SEC), formerly Dalmuir Community Concierge Service, has just launched an exciting new furniture project. This project offers top quality recycled furniture at fantastic prices. This furniture is sold in packs designed to furnish a property and can vary in size, content and price depending on the needs of the customer. Furniture can also be sold individually if required.
Family pack (£725) The pack contains all of the above plus a double bed and another single bed to cater for a family of 4. This pack will also contain all the extra appropriate linen and kitchenware. All prices include delivery and it is SEC’s intention to include a television and wardrobe and any other items we may have in abundance at no extra charge.
Please contact the Re-Use Office on 0141 952 8884 if you are interested in purchasing any of the packs.
Angela Currie Chairperson
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The pack contains a sofa, washing machine, cooker, fridge/freezer and a single bed. It also contains a collection of kitchenware and linen as well as cleaning/household products.
www.linkhousing.org.uk
Safari Park On the 28 July 2010, Blairdrummond Safari Park played host to some new mammals … Link Housing staff enjoyed a trip out with some tenants and their families! Link organised a bus for the West and provided a mini bus from Edinburgh and Falkirk. The buses went round the safari park and had a great view of all the animals, while the BBQ Team made up of three staff members stayed behind and got the burgers started. It was great to get close to the animals in the ‘Petting Zoo’ and the Seal Show is always a crowd pleaser. All of the tenants who joined us had a fantastic time.
BED BUGS Over the last year or so there has been an increase in reports of suspected bed bug infestations. If you suspect you have bed bugs, you must contact your local environmental health department as soon as possible to ask them to assess the problem and treat it accordingly. As this is an environmental health issue, Link Housing will not carry out any pest control services.
A bit about bedbugs Bed bugs will usually hide within beds, furniture, wallpaper and skirting boards and soft furnishings emerging from these
Look out for an application form in the June 2011 newsletter and you could be joining us next year!
cracks and crevices within the property to feed. Unfortunately, bedbugs can survive for a number of months in the absence of a host so thoroughness is key if the problem is to be effectively treated. Particular attention should be paid to bed frames, mattresses, skirting boards, wall switches, floor junctions and any other cracks and crevices which may shelter bedbugs. Where possible, bedding, soft furnishings and mattresses should be heat sterilised to eliminate all stages of the bedbug life cycle. It is also important to keep your house to a good standard of cleanliness. If your home has a bedbug infestation, please do not risk spreading it by taking clothes, suitcases or furniture to hotels or the homes of your friends and families. Link Housing – 08451 400 100
Bedbugs can also migrate to adjoining properties through wall or floor cavities. Many local authorities advise households to dispose of infested furniture. Please arrange for this to be done promptly. As discarded items of furniture may be infested, please refrain from recycling goods. If your home has bedbugs and you live in a flat or a terraced property, please be considerate to your neighbours and act promptly. 11
Emergency contact numbers For repairs to all new boiler or central heating systems that are LESS than 12 months old call British Gas 0800 107 7009.
JOKES What did the fish say when it swam into a wall? Dam What athlete is warmest in winter? A long jumper What do vampires sing on New Year’s Eve? Auld Fang Syne How does Jack Frost get to work? By Icicle What do ghosts eat? Spookghetti What do you call a man with three eyes? Seymore Office Closure Dates 25 December – 03 January and 22 – 25 April 2011.
For repairs to any new kitchen installations that are LESS than 12 months old call EAGA 01506 417111.
Repairs 2010 has been a difficult time for the Repairs Service. The repairs contracts had to be re-tendered due to Connaught going into administration and an interim service had to be arranged with two temporary contractors. Thankfully, all that is behind us now and we are delighted to have two new contractors in place to deliver the day to day repairs and void property works. MITIE commenced the East Region contract on 2 December and Morrison commenced in the West Region on 9 December. To help you understand if you live in the East or West Region, read the following list of areas by each of the contractors. East Region – MITIE Edinburgh, Borders, Fife, West Lothian and Stirlingshire West Region – Morrison Lanarkshire, Glasgow, Dunbartonshire, Inverclyde, Renfrewshire, Ayrshire and Argyll
For any gas central heating repairs call Saltire on 08451 400 100 pressing Option 1. For other emergency repairs in the East call MITIE 0845 600 8624. For other emergency repairs in the West call Morrisons 01698 403 146. If you experience any problems, contact the Customer Service Centre on 08451 400 100. In addition to this article, all tenants should have received a letter from Link advising them of the new repairs contractor covering their area. What will change? Nothing! During normal working hours you are still to phone the Customer Service Centre on 08451 400 100 to report your repair. For all emergencies when the office is closed, please call the contractor for your region using one of the numbers above. Fort William & Kyle of Lochalsh If you live in either of these areas, then nothing has changed with the delivery of your Repairs Service. In Fort William, Riverside Builders remain our local main contractor – Out of Hours Emergencies: 075 000 45875. In Kyle, Highland Regional Council still provide these services to Link – Out of Hours Emergencies: 08457 002005.
Link will produce this information on request in Braille, Audio Tape, Large Print and Community Languages. To find out more, please telephone the Customer Service Centre on 08451 400 100. Link Housing Association Limited is a company registered in Scotland. Company registration number SC216300. Registered Office: Link House, 2C New Mart Road, Edinburgh EH14 1RL. Part of the Link group.
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www.linkhousing.org.uk