Link Housing Tenants Newsletter Summer 2011

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JUNE 2011

housing The newsletter for Link tenants

Link leading the way in preventing homelessness

news INSIDE Cafe de la tour

Clydebank Blitz

Future New Homes

What is tenancy sustainment? Tenancy sustainment is giving tenants (either at the start or during their tenancy) the help and support they may need to allow them to stay in their homes. It can also help prevent tenants becoming homeless through eviction or abandonment.

Our Housing Officers are able to find out through Annual Tenancy Visits or from other contact with tenants, whether tenants are struggling with their tenancies, and who may be in need of some extra help. Those tenants who may need help have access to a range of support, including help with furniture requirements, money/debt advice to prevent and reduce arrears, support for younger tenants and home energy advice.

Link Housing – 08451 400 100

Support is accessed through referrals to our own in-house welfare rights and energy advice team, or to external agencies who offer specialist support.

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A Link tenant said: ‘They (Link Welfare Rights Officers) were brilliant, if it wasn’t for the help I got I wouldn’t be here, I didn’t have anything and they helped me deal with the housing benefits office. I found it hard to talk to Housing Benefits, as the calls costs so much on my mobile, and I didn’t seem to get anywhere with them. Link helped me sort this out, and it means so much to be able to stay in my flat and give me and my daughter a safe place to stay. I felt so much stress and worry before, now I feel much better and it’s much easier to go to work and not be worried all the time. I would recommend anyone to talk to their housing officer, they really can help.’

tenants. In some cases, we have stopped the cycle of tenancy failure. This means we have prevented families from having to stay in temporary accommodation, which in turn helps them to avoid the associated long term negative effect that being homeless can have. We have stabilised our communities by reducing the number of high turnover and empty properties. Over the past two years: ● Abandonments have reduced by 53% from 83 to 39 ● Evictions have reduced by 49% from 43 to 22 For more information – contact your local Housing Officer or the Welfare Rights Team on 08451 400 100.

The primary objective of Link’s tenancy sustainment strategy, written in consultation with tenants, is to prevent homelessness. So far this objective has been extremely successful and has had a dramatic and positive impact on Link’s performance and most importantly on the lives of

WHAT’S NEXT? One of the key issues of the tenancy sustainment strategy was establishing a good relationship with new tenants from the start. We only have one opportunity to do this and it is important that we get this right. We carry out pre tenancy visits, to establish if there is any help or support required and we have improved the information we provide at the start of the tenancy, to ensure tenants understand everything they need to do. We recently produced a new DVD which will be issued to all tenants at the start of their tenancies. This outlines our responsibilities to tenants and, just as importantly, what responsibilities a tenant has to Link, their neighbours and the community. The DVD is available with subtitles and with a Polish and Russian translation. The DVD is available to view at: http://tinyurl.com/linkhousingwelcome

TENANT SATISFACTION SURVEY Since 2001, Link has commissioned four separate tenant satisfaction surveys. This year we have commissioned two more surveys. The first was of 850 tenants and 250 owners and sharing owners. Tenants were asked about their views on Link’s property management and advice services. The second survey included those who have registered with our choice based lettings system, Homehunt. A postal survey was used which generated 1,200 responses. We asked for feedback on the process of registering on Homehunt and applying for advertised vacancies. In addition, we asked for information about the type and location of property which would best meet individuals’ needs. The feedback will allow us to target scarce development resources to best effect. We will publish the results in the next edition of the newsletter.

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www.linkhousing.org.uk


Hello from the new Tenant Liaison Officer Thank you to the tenants and staff of Link that I have met for giving me such a warm welcome. I am impressed by the great reputation that Link has for working with tenants and this is what attracted me to work here. I have worked for 6 years in community regeneration and participation across the Glasgow, Stirling and Midlothian areas. I think that tenant participation is an essential part of delivering quality services and

building great communities – it needs your involvement to be a success. I am committed to ensuring that your views will be listened to, and will influence Link in all aspects of its work. Link has developed lots of exciting, meaningful and fun ways to get involved, like tenant led inspections, mystery shopping, tenant events and conferences. Tenants are a diverse group of people from lots of different ages, interests and backgrounds and I want to make sure that everyone has the opportunity and support to get

involved. I met a tenants group recently, and when I asked them why they were interested in tenant participation, they said; “It’s a great way to meet your neighbours and helps you to feel safe, and that people are looking out for one another. It’s about making sure we get a great service, that’s what we all deserve.” The amount of commitment and passion people have for their community always inspires me, and that is why I enjoy my job. I want to build on all the good work that has been started and look forward to working with you in the future. If you would like to contact me call the Customer Service Centre on 08451 400 100. Leah Webb, Tenant Liaison Officer

Link tenants influence the proposals for the new Scottish Social Housing Charter. Link Housing, in partnership with Paragon Housing Association, Ochilview Housing Association, Clackmannanshire Council and Falkirk Council hosted a joint tenants conference in April. Link tenants participated in a range of discussions and workshops. William Fleming from the Scottish Government led a discussion on the proposed outcomes of the new Scottish Social Housing Charter. The Charter will set out the outcomes and standards that tenants can expect from their landlords. It will be used, from next year, to regulate social landlords by the newly established independent Scottish Housing Regulator. The outcomes are based on consultation and research with tenants on their priorities. All

views expressed on the day were submitted as part of the Government’s consultation process. The Charter will empower tenants to have an increased role in monitoring services. Outcomes will focus on results from a tenant perspective and Link will work with tenants to plan how they propose to deliver the outcomes set out in the Charter later this year. Link Housing – 08451 400 100

During the conference, there was a dramatic and thought provoking play by Naomi Breeze on the topics of anti-social behaviour (ASB) and estate management. Link took the opportunity to discuss with tenants their experiences of ASB and possible prevention measures. A Link tenant from Falkirk said; ‘I really enjoyed the play, it made me think about the issues from both perspectives of victim and perpetrator of ASB, and I think that is really important in helping to resolve issues.’ Check out the official website to keep updated. http://housing charter.scotland.gov.uk/ Link plans to host its own tenant conference in October – more details will issued nearer the time. 3


A wild day out for all the family Summer Outing – Wednesday 27th July 2011 Due to the fantastic success of previous summer outings to Blair Drummond Safari Park, we are doing it again this year. There will be a BBQ, children’s games and of course don’t forget all the wildlife! The outing will allow Link tenants and staff to get to know each other. Places will be allocated by drawing names “out of the hat”. If you want to attend with your neighbours, make sure you put all your names on the same application form. Transport will be provided with a coach leaving from both the East and West regions (pick up points and times to be confirmed). Transport, entrance to the park and the BBQ are free – all you have to do is cross your fingers and hope the sun shines!

To be in with a chance of attending this great day out, please complete the application form below and return it before 8 July 2011 to: Leah Webb, Tenant Liaison Officer, Link Housing Association, Watling House, Callendar Business Park, Falkirk, FK1 1XR or email your details to leah.webb@linkhaltd.co.uk

✁ Name

Address

Please note that this trip is for Link tenants only. 4

www.linkhousing.org.uk

Age

Contact telephone number


TENANT PARTICIPATION UPDATE Falkirk tenants get arty on their Cafe de la tour Tenants at Wallace Street, Falkirk are making sure that their local environment is a great place to live. The local residents group, called Cafe de la tour is planning to decorate a wall area with a beautiful nature inspired mural which will be painted by the residents of Wallace Street. A consultation day is being held to agree what the mural will be like and to ensure everyone can play their part in creating the artwork. Cafe de la tour holds various activities, afternoon teas, trips for children

DID YOU KNOW?

and organise clean ups of the area. They have regular meetings with Link Housing staff to make sure that any issues are dealt with quickly and take a real pride in their area. Look out for photos of the mural in the next edition.

Link has 18 Registered Tenants Organisations (RTOs) which we work with on a regular basis to ensure that the collective voice of tenants is heard and acted upon. RTOs are a way for residents to have a say in what happens in their area, and they can be involved in lots of different consultations, and activities. New groups have recently been formed in Glasgow and Falkirk. If you are interested in setting up a local group or activity contact Leah Webb on 08451 400 100.

Tenant Participation calendar of activities June – November JUNE

JULY

AUGUST

• Committee skills training • Tenant satisfaction survey action planning

• Fun day trip safari park • Allocations strategy consultation • Repairs tenant panel

• Training • Conference planning group • Scottish Social Housing Charter consultation

SEPTEMBER

OCTOBER

NOVEMBER

• Newsletter planning group • Tenant-led inspection

• Tenant participation national conference • Link tenant conference

• Training • Mystery shopping

Tenant led inspection update – Link tenants involved in the pilot tenant-led inspection last year on the voids and re-lets process have heard how their work has influenced Link Housing practices. The inspection assessed how Link Housing managed its empty houses to deliver an acceptable standard of let. Tenants participated in a feedback and learning workshop and discussed how they think tenant-led inspection can be used in future evaluations and improvements of Link services. If you are interested in becoming a tenant inspector, contact Leah Webb on 08451 400 100.

Link Housing – 08451 400 100

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Oatlands wins lottery funding bid The Oatlands Development Trust (ODT) has now been registered as a company limited by guarantee and has gained charitable status. The ODT intend to employ someone in the coming months to focus on supporting the communities of Oatlands. The ODT have also been working with the Glasgow Building Preservation Trust to develop St Margaret’s’ Church into a community owned and run social enterprise. They received news recently that the Heritage Lottery fund will be supporting the development with a grant of £814,000. Link, Bett Homes and Glasgow City Council have provided funding to the community to run a trial bus service to the Asda supermarket at Toryglen. This will help the community until a local shop is opened. We are also pleased to report that the Link sponsored Oatlands’ Football team is doing well and we look forward to hearing about more of their successes next season.

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Don’t be a dumb dumper – help us combat flytipping!

Did you know that flytipping is the illegal dumping of waste? This includes anything from a bin bag of rubbish to large quantities dumped from lorries. Households are the main source of flytipping, either because they dump the waste themselves or because they haven't checked that someone removing it on their behalf (such as carpet fitters, plumbers and joiners) has disposed of it properly. Householders can dispose of their own waste legally, and at no cost, at local authority run Civic Amenity Sites / Recycling Centres. Visit www.sort-it.org.uk to find out where your nearest one is and what the opening hours are. Large bulky items can also be picked up from your home by your local authority – some charge a small fee but often this service is free. Please remember if you are caught dumping

illegally you could face a £50 spot fine, or up to a £40,000 fine or even a prison sentence if it goes to court. The Scottish Flytipping Forum’s campaign for reporting and dealing with flytipping is called Dumb Dumpers. You can report flytipping incidents as they happen or if you discover dumped waste, by calling the 24 hour, seven day a week, hotline on 08452 30 40 90, or by using the online report form available at www.dumbdumpers.org. Dumping isn’t fair and it takes its toll on individuals and communities. Play your part and help stop the Dumb Dumpers now!

Tenant involvement register Are you interested in influencing Link services? We have developed a range of interactive ways to get involved here at Link depending on the amount of time you have to commit. These range from armchair consultations, mystery shopping, tenant led inspections, surveys and lots more. You can be involved to suit your needs and interests and can be involved on a one-off or ongoing basis. Contact Leah Webb on leah.webb@linkhaltd.co.uk or 08451 400 100 to register, or speak to your local housing officer for more information.

www.linkhousing.org.uk


CLYDEBANK BLITZ DOCUMENTARY

Link was honoured to take part in a recent documentary by the BBC and featured local artist Tom McKendrick on the Clydebank Blitz. Over the nights of 13th and 14th March 1941, Clydebank was largely destroyed during German air raids. The town suffered the worst destruction and civilian loss of life in all of Scotland. 528 people died, 617 people were seriously injured, and hundreds more were injured by blast debris. Out of approximately 12,000 houses, only seven remained undamaged with 4,000 completely destroyed and 4,500 severely damaged. Over 35,000 people were made homeless. The Blitz on Clydebank is one of the least talked about bombings in Scotland despite the numbers killed. Many of the properties in Dalmuir and Clydebank, now owned by Link, were destroyed by the blitz with the exception of one close at 60 Jellicoe Street, pictured above. Despite

heavy bombings the close remained in one piece with only minor damage to the interior and exterior of the building. In the documentary Mr Brendan Kelly, whose family lived in Jellicoe Street at the time, gave an insight into what it was like as a young boy during the blitz. Mr Kelly often tells the story of the nights of the blitz to his family recalling the devastation brought upon Clydebank and the loss of family and friends dear to him. Mr Kelly’s daughter Amanda wrote a very touching poem about her father as a boy during the blitz and his thoughts today on the bombings. The poem sums up the devastation and the effect it clearly has on people even now.

the street is silent as i walk along no human sound nor yet birdsong and my feelings stir as never before and i remember things from days of yore i meet my friends all long dead they nod and pass on no word need be said i smell the scents i used to know my mum and dad our hearth and its glow the memories sometime is hard to relate for no one can share my fear or my fate those days as i struggled to be just a boy who had frieght as a friend and bombs for a toy now as a man i still come to see the street that echoes so much of me there are images here i just can’t forget hearing voices that whisper shedding tears of regret my hands touch the walls of the house i called home and my eyes see the ghosts i imagine still roam there was happiness here amid the sadness and pain so many were born yet too many slain little ones like me have grown to recall forever the sound of that dread siren call i now have a family most are full grown and i thank god every day only peace they have known but i’ve taken each one by the hand down to meet the ghosts and memories of jellicoe street

Link Housing – 08451 400 100

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Welfare reform bill years they are expected to be about 50% higher than they are now.

The UK Government is proposing significant changes to benefits and tax credits that will affect the poorest and most vulnerable in our society. The proposals are currently making their way through Parliament so they are not law yet. Some of the proposed changes are:

Housing Benefit Housing Benefit non dependent Deductions. A non dependent is someone who lives with a person who claims Housing Benefit such as an adult son, daughter, relative or friend. ● The levels of deductions were frozen in 2001. From April 2011 they will be increased over 4 years until they reach the level they would have been if not frozen. By the end of the four

Property size restrictions for Housing Association & Council tenants claiming Housing Benefit ● From April 2013 Housing Benefit for working age tenants will be restricted so that it covers the size of property the household is judged to need. It will be the government who makes the judgement about size of property the household requires.

Child Benefit and Lone Parent Child Benefit ● To be frozen for 3 years from April 2011. Lone Parents ● From October 2011 lone parents whose youngest child is aged 5 or over will have to claim Jobseekers Allowance rather than Income Support. Lone Parents already on Income Support who have a child aged 5 or above will be transferred over to Jobseekers Allowance from April 2012.

Pensions/Disability Living Allowance Annual benefit increases ● From April 2011 benefits will be uprated in line with the

Consumer Prices Index (CPI) instead of the more generous Retail Price Index (RPI), though this won’t apply to the state retirement pension or Pension Credit Guarantee Credit. This is effectively cut of around 1.5% for next year. State retirement pension & Pension Credit ● From April 2011 the basic state pension will be increased in line with either earnings, prices or 2.5%, whichever is the highest. Disability Living Allowance (DLA) ● From April 2013 DLA will probably change to a new benefit called Personal Independence Payments. These are likely to be harder to qualify for and will rely on medical examinations.

TSA/Tax Credits Contributions-Based Employment & Support Allowance (ESA) ● From April 2012 entitlement to Contributions-Based ESA will be limited to 12 months. This does NOT apply to Income-Related ESA and some claimants will be able to transfer onto IncomeRelated ESA when their Contributions-Based claim ends. Tax Credits Various complicated changes are planned for April 2011 and April 2012. Most changes will reduce the amount of tax credit paid and it is estimated that ½

If you have any questions about any of the proposed changes please call the CSC on 08451 400 100 and ask to speak to one of the welfare rights officers.

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www.linkhousing.org.uk


TSA/Tax Credits cont. million families will be £1,000 per year worse off. Changes include: ● removing the ‘Baby Element’ (which used to be paid until a new child reached one year old) from April 2011. ● reducing the amount of minimum ‘Family Element’ of tax credit paid to households with an income over £40,000, from April 2011 (the previous threshold was £50,000). ● From April 2011, the level of in year rises in income which are ignored in Tax Credit entitlement will decrease from £25,000 to £10,000 (and from 2013 it will reduce to £5,000). ● From April 2012 falls in income of up to £2,500 will be ignored so tax credits will not be increased for the first £2,500 of any drop in income. ● From April 2012 Tax Credit claims can only be backdated for 1 month rather than 3 months. ● From April 2012 the ‘50 Plus Element’ will be withdrawn. ● From April 2012 most people who currently receive only the minimum ‘Family Element’ will lose it altogether. Universal Credit ● This new benefit for ‘Working Age’ claimants will replace Income Support, IncomeRelated ESA, Income-Based JSA, Housing Benefit and Tax Credits and roll them all up into this new benefit. To apply to all new claims from October 2013 with existing claimants being moved over in stages until 2017. This is a significant undertaking requiring a sophisticated new IT system and the Government’s timescale may prove optimistic.

Just text your name and a short description of your issue i.e. repairs or housing matter to 07557 183 553.

Customer Service Centre Text service In response to customer feedback Link has piloted a new telephone service. The service is aimed at anyone who may have difficulty calling the Customer Service Centre telephone number – 08451 400 100 – using a mobile phone. The new call back service is accessed via text and is very easy to use. Just text your name and a short description of your issue i.e. repairs or housing matter to 07557 183 553. It is that simple! A member of staff will then call you back within 24 hours. Please note that the service will not be effective for emergency repairs as we can only guarantee to call back within 24hrs. So, if you have an emergency, please call the 08451 400 100 number.

Credit Unions Ever thought about joining your local credit union? Credit unions are run by their members and are not for profit organisations which offer a range of services, savings accounts and loans. You do not need to have a bank account or credit history to join. You can make significant savings in borrowing money compared to other high cost lenders. Contact the Welfare Rights Team on 08451 400 100 or ask your local housing officer for more information. To find your local credit union office visit www.abcul.org. Credit Unions are regulated by the Financial Services Authority.

Link Housing – 08451 400 100

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New Homes

Completed properties Location

No. of Completion date units

Greenloaning, Perthshire

3

March 2011

Mayfield Drive, Longcroft, Falkirk

16

February 2011

Divernia Way, Barrhead

6

February 2011

Beardmore Place, Dalmuir, West Dunbartonshire

40 48

January 2011

John Street/Henry Street, Barrhead

41

November 2010

The projects below are currently being built.

Over the next five years, Link is investing significantly in developing new homes across the central belt of Scotland. The homes we develop will be available for affordable rent, shared ownership, shared equity and outright sale. In 2011/12 we will be investing over ÂŁ25 million to develop more than 300 homes, to meet a broad range of housing need.

Equality & Diversity questionnaire In the winter 2010 newsletter, Angela Currie, Chairperson of Link Housing asked you to complete and return a questionnaire on Equality & Diversity. We were overwhelmed with the response rate – over 1550 questionnaires were received in total! Thank you to everyone who contributed.

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Location

No. of Estimated units completion date

Former Hospital site off Bellsdyke Road, Larbert

28

October 2011

Cherrybank, Hunter Drive, Newton Mearns

15

October 2011

Wauchope Sq, Edinburgh

31 15 12

August 2012

Sikeside Place, Coatbridge

18

April 2011

Cotton Street, Paisley

30

April 2011.

Allander Park, Bearsden

31

July 2011

The projects below have been approved and will deliver additional units in 2012. Location

No. of Estimated units completion date

Taig Road, Kirkintilloch

16

March 2012

Gibb Street, Chapelhall

36

July 2012

Auchinairn Road, Bishopbriggs

38

August 2012

If you are interested in any of the properties please call the CSC on 08451 400 100. www.linkhousing.org.uk


Become a member of Link! Link encourages people who live in the communities we serve and others who are interested in helping us achieve our objectives to become members.

LINK IS A GREAT PLACE TO WORK! Link was named one of the Top 50 “Best Workplaces in UK 2011” by the Great Places to Work Institute. Earlier this year, Link had the honour of being named one of the Top 25 “Best Workplaces in Scotland 2011”. Link was placed in 31st place in the UK rankings and was placed 12th in Scotland.

Who can join? Membership applications are welcomed from: ● Tenants ● Service users and other customers ● Other residents in areas within which we operate ● People who can make a positive contribution based on their business, professional or social experience skills. Membership is also open to “unincorporated bodies” with which Link operates (such as tenants’, residents’ and proprietors’ associations) and to their representatives.

Why should you join? Membership entitles you to participate in the development of quality services for a range of customers and allows you to make a personal contribution to the growth of a successful business. Every member is invited to the Annual General Meeting (AGM) where you can meet and network with others from all over Scotland – and you enjoy a hearty lunch! Reasonable expenses for attendance are reimbursed. Should you wish to become more involved in Link’s work, you may stand for election to the Board of Management at the AGM.

WAYS TO PAY This year Link’s Annual General meeting (AGM) will be held on 30th August at the Grand Central Hotel, Glasgow. There will also be an opportunity to visit and have a tour of the newly opened Riverside Museum. If you would like to become a member of Link and attend the AGM please call Corporate Services on 08451 559 559 who will post a membership application form to you. The membership fee is only £1 and new members will receive a share certificate and a copy of the Association Rules. Members will also receive a copy of Link’s Annual Report and newsletters throughout the year. The Board will consider all applications for membership based on the terms of the membership policy and Link's rules. Invitations to the AGM will be sent out at the beginning of August.

Link Housing – 08451 400 100

Direct Debit you can set up a direct debit over the telephone or arrange to have a mandate sent to you, please contact us on 08451 400 100. Telephone by using a credit/debit card on Allpay’s automated service on 0844 557 8321. This line is open 24 hours, 365 days a year. Alternatively, you can call Link Housing on 08451 400 100 to make a payment using a credit /debit card. Internet by using your Allpay card along with your credit/ debit card, just log onto https://www.allpayments.net and follow the online instructions. Making Payment Locally at any Post Office, Payzone or PayPoint outlet using your Allpay card paying by cash, credit/debit card. Standing Order a mandate can be sent to you to complete and forward to your bank.

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Repairs Update We are committed to ensuring that we continually assess our performance, and improve our repairs service. As we reported in the last edition of the newsletter, 2010 was a challenging time for the repairs service. We now have two new contractors in place Mitie for the East, and Morrison for the West region (note for Fort William and Kyle of Lochalsh there is no change to contractors). Both contractors’ performance is regularly reported to the Link Housing and Link Group Boards, and both contractors have recently committed additional trades staff to improve performance. Response times are based on how repairs are categorised emergency (contractor will attend within 3 hours), urgent (contractor will attend within 2 days) and routine (contractor will attend within 5 working days). Link is working with tenants later this year to consult on plans for the repairs service in future. This will include developing an appointments system, service standards and increasing preand post-inspections to ensure a good quality of work. All repairs enquiries should be reported to the Customer Service Centre 08451 400 100.

Make your home an Eco house – Save money and energy Help the environment, and your pockets, by being more efficient in your use of electricity, gas and water. Even a small change will save you money on your fuel bills. Here are a few tips! ● If you can, take a shower instead of a bath. ● Install an energy display meter which will show you where and when energy is being used in your home. ● When renewing your kitchen appliances buy A rated ones ● Using low energy lightbulbs can save you up to £50 per year.

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. For repairs to any new kitchen installations that are LESS than 12 months old call EAGA 01506 417111.

● Turn your thermostat down by 1 degree could help save £40 per year. ● Having adequate loft and wall insulation can save you up to £200 per year on heating costs. ● For more tips watch the videos at http://tinyurl.com/linkhousingecohouse All energy suppliers must provide ‘Social Tariffs’ to help vulnerable customers meet their energy bills. If you feel you are struggling with your bills, contact your supplier to discuss ways of reducing your costs or to see if you can take advantage of its Social Tariff. 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.

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


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