Focus Spring 2014
Queens Cross Housing Association magazine
Local Connections pages 6-7
Photo competition
WIN a Windows tablet! page 16
Young people get involved in Skills for Work page 12
Also inside: Translation services; Yarn Bombing; Staff changes
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Welcom e Contents Chief Executive’s Message 4 Investment Programme
Spring is a time of growth and beginnings, so we’re pleased to announce that this year it brings the launch of our new Business Plan, which will outline our plans and intentions for the next three years. We look forward to sharing it with you in May. Consultation took place over several months and provided us with invaluable feedback from tenants, staff and partners, letting us know what you want and need from the Association. We’ll continue to work hard to build on our reputation as a community organisation, and strive to improve the services which matter to you. We’ve been working hard with you in your communities on a range of projects which aim to bring new opportunities to our neighbourhoods, like Local Connections. This is a new campaign to get you online. Getting to Know You told us
that only 46% of our tenants currently have access to the internet, and with increasing numbers of money saving deals available exclusively online and the government’s recommendation that 80% of benefit claims should be made online as soon as 2017, it’s now more important than ever for people to get connected. With our free IT classes and our newly employed Mandarin speaking IT tutor, as well as the launch of our social media sites, we are looking at the ways in which Local Connections can help improve lives and the way the Association communicates with you. We’re also continuing our development work in the area, with work started on our new £12.6m Timber Basin project. Construction for the 98 flats and 10 houses is now well underway on the site which overlooks the Canal Basin. Elsewhere, our housing support team achieved fantastic results from the Care Inspectorate, with services and activities being praised for their high standards. We hope this issue will help put a spring in your step this Easter.
Local Connections
Advice without barriers
10
Equality News
14-15
Neighbourhood News
20-21
A day in the life of a Housing Manager
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Main Office: 45 Firhill Road, Glasgow, G20 7BE Tel: 0141 945 3003
Shona Stephen
Chief Executive
The Courtyard, 2 Westercommon Drive, Glasgow, G20 5PG Tel: 0141 336 3444 Dundasvale Housing Office Flat 1/1, 6 Dundasvale Court Glasgow G4 0DG, Tel: 0141 589 7333 Email: contactus@qcha.org.uk Website: www.qcha.org.uk
Skills for Work
Photo Competition
Jobs Club
Welcome
6-7 12
WI N!
16
22-23
Graffiti gets cosy
25
QC Factoring, Suite 12 – Firhill Business Ctr, 74 – 76 Firhill Road, Glasgow, G20 7BA Tel: 0141 561 1105 Email: info@qcgroup.co.uk Web: www.qcfactoring.co.uk Out of Hours Repairs/ Emergencies Tel: 0808 143 2002
News
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Brand new Woodside Health Centre go-ahead Glasgow Community Health Partnership’s (CHP) proposal to build a new Woodside Health Centre at Garscube Road/Hinshaw Street is now well under way. Page\Park Architects have been appointed to work with CHP to establish what accommodation will be needed in the new building. All the services currently in the existing health centre plan to move to the new site. In addition, the new centre will include: • a new base for Specialist Children’s Services (to replace the Glenfarg Centre in Possilpark) • a base for the Community Addictions Services (currently located in Callender Street Clinic beside the existing Woodside Health Centre)
• a new day care centre for older people (to be operated by Glasgow City Council). Evelyn Borland, Head of Planning and Performance for Glasgow City CHP North West Sector said: “Site investigations will begin soon on the site, which will include some drilling work to determine the ground conditions and help inform the design of the building. “It is hoped this activity will not cause undue inconvenience to the local community.”
The site on Garscube Rd and Hinshaw St
Queens Cross Easter Holiday Programme 7th – 21st April 2014 Free for 5 - 12 year olds! (spaces limited to 12 per session)
The Courtyard Tuesday 8th of April 1 - 3pm Easter crafts and Gardening Tuesday 15th of April 11am - 2pm Join the youth workers and C.I.G at the Courtyard Easter Fun Day! Youth Work Co-ordinator Nicola McGrath
Youth Clubs Aged 10-16 and fed up with the same old stuff in your area? Whether you’re into cooking or computers, urban arts or pool, and would like a chance to meet new people or a place to socialise with old friends, Queens Cross Youth Clubs could have something for you. Youth Work Co-ordinator Nicola McGrath, is enthusiastic about the programme, and keen
to get more people involved. She said: “We have a great team of youth workers who are always ready to provide fun activities and a safe environment for the young people in our community. Drop into one of our clubs to find out more.” With loads coming up, including our Easter programme, why not come along and see what it’s all about.
(All children must be accompanied by an adult)
Windsor Street Hall Wednesday 9th and 16th of April 2 - 4pm Easter crafts, nature trails and gardening
472 Maryhill Road Thursday 10th and 17th of April 2 - 4pm Computers, Easter crafts and outdoor activities
Evening clubs will continue to run at the usual times: Monday night at the Courtyard 6 - 7.15pm (5 - 8 years) and 7.30 - 8.45pm (9 - 12 years) Wednesday night at Windsor St 5.30 - 7pm Thursday night at 472 Maryhill Rd 6 - 8pm Saturday morning arts club at Windsor St 11am - 1pm
Investment News
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Investment Programme News Woodside EcoPod Update ‘A Carbon Step in the Right Direction’ We’re proud to update you on the progress of our EcoPods at Woodside - Scotland’s first EcoPod Project. The Pods are a pioneering and award–winning heating system, designed to provide users with a quality system with very little maintenance.
EcoPod Planning and Building Warrant It has been a complicated process, but the good news
will also be replaced on both buildings. The Pods are currently in storage waiting to be taken to site, and Carillion hope to involve local schools in the naming of the EcoPods.
EcoPod Installation Preparation Work at Woodside An Ecopod in storage
is that a building warrant for the EcoPod project has been granted. Carillion is looking forward to starting installation of Pods on roofs first at Raglan then St George’s roads. Skylights
Seamore St Mears were contracted to replace common doors with sidelight screens, common windows and door entry systems on our development of small 2 storey facing brick build flats just off Maryhill Road. The contract went well and was delivered on time. Mears has now been asked to undertake installations to more properties in the area.
• Timber Hoardings have been erected in advance of scaffold towers being put in place • Scaffolds to access both Raglan and St George’s have already been erected • Roof access scaffold to St George’s Building.
Mears have been appointed as one of our framework contractors and have been working hard to make improvements to our properties and surrounding environment. Their core business is the provision of housing repair services to social housing providers and their residents, so they provide invaluable expertise. Ross Thomson, Mears Project Manager is delighted to tell us about recent projects undertaken by Mears on behalf of the Association and the impact they have had on the local community and environment.
261 Garscube Rd This contract included new common windows and rear door, cast iron decoration, gutter replacements and minor close decoration, as well as replacement communal digital TV Ariel upgrades. This building was in dire need of attention and the project has greatly improved the look to the rear elevation as well as its structural integrity. The project was completed on time.
Burnbank/Napiershall The Courts This project comprised of extensive landscaping, fencing, slabbing, road repairs/tarring, road painting, bollard installations, table and bench installations, tree and shrub pruning and planting, tree felling, sign installations, full close decoration and some internal common door upgrades to 3 deck access properties just off Maryhill Rd. The project went extremely well delivering a real transformation to the courtyard areas surrounding these blocks, with some additional works added to compliment to desired finish. The visual impact to the area has been huge, as you can see in the photographs.
Here we undertook a small contract to replace much dilapidated external bin doors. These doors had been ruined mainly due to their timber construction which was not helped by a mini road sweeper being used in this area to clear debris and leaves. We replaced these with high quality heavy duty steel doors which should withstand the test of time and the road sweeper. The pictures Before speak for themselves.
After
Dundasvale Podium Drainage and Cleaning Works The Dundasvale podiums were suffering badly from drainage problems causing large areas of standing water, so we undertook works to investigate concrete expansion joints, clean granite and concrete areas and clear various blockages and all
drain gullies. These works, especially the cleaning, have made a difference to the area, as all drains are now running freely with one exception. We’re liaising with City Parking to make arrangements to excavate the parking lot area below
the podium to properly clear. The concrete expansion joints after further investigation have proved to be a bigger problem than anticipated. The Association’s taking advice on a course of action.
Investment News
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Tam Talk
509 St George’s Rd Works took place to upgrade and repair the rear elevation to a tenement block that historically housed the local fire brigade using a repair method and colour in keeping with the building. The building has benefitted from having these windows replaced and Mears will soon be undertaking
identical works to the front and gable elevations including roofing works. Coincidentally, the grandfather of Alison Harris, a member of the Association’s investment team, was stationed there for a while as a fireman, and part of her dad’s early childhood was spent there.
Westercommon Window Replacement Programme Update We’re pleased to announce the window replacement programme at the four multi storey properties in Westercommon is now almost complete. The Carillion team have also been busy elsewhere in Queens Cross properties, installing new kitchens, boilers and doors on behalf of the Association. A number of residents have been so happy with the finished result that they have shown their appreciation to the team. We’d like to thank and acknowledge the kindness of the following tenants: • Mrs Acktar was so delighted with the new kitchen and boiler fitted in her home, she presented Steven McLernan (Site Manager) with an Indian meal at the works completion check. Steven and his family thoroughly enjoyed the starters, main and sides. • The Carillion site team have managed to munch their way through a large box of chocolates given to them by Ms West, presented to thank them for the excellent job done in regard to new windows, kitchen and boiler. • Mrs Cassels of Hinshaw Street handed in biscuits as a thank you for the excellent job resulting in lovely windows and front and back doors fitted in her home. Examples of before and after pictures of a recent kitchen installation show just one example of the impact of the work of the Carillion team has had on tenants’ lives.
re Befo
er Aft
Help TAM! Team Asset Management needs you! Want to have your say in how we maintain and improve your home and area? In order to keep offering you the highest quality services possible, we know that we have to not only carry out excellent works on our properties (undertaken by the Technical Services Department), but also to look ahead and make sure that they are well maintained in the coming years, for future tenants and generations. To do this we need to carefully consider: • the cost of renewing our existing building parts • new building regulations • legal and health and safety requirements • how your needs and expectations as residents are changing.
You can help us do this. Team Asset Management is looking to set up a Consultation Working Group to talk about what should be included in a new Queens Cross Housing Standard. This will include looking at standards for kitchens, bathrooms and heating. A maximum of four meetings is anticipated lasting no more than 3 hours each. Interested in joining? Contact Alison Harris on 0141 589 7409 or email aharris@qcha.org.uk
Big year for communications group The Association’s Communications Group has a large programme of work on its hands for 2014 that includes launching social media and making Association information more accessible. The Group is made up of tenants and staff and provides advice on activities such as our publications, website, intranet, press and media and promoting and celebrating the Queens Cross communities’ achievements. Margaret Brannan, Communications Manager, co-ordinates the group and is enthusiastic about getting tenants and staff involved in the Association’s communications work. She said: “The Communications Group has been involved in a number of big projects over the past two years.
We’ll increase our use of digital communication in the next three years
We worked on the Association’s new brand identity, developed the website and redesigned Focus magazine. “This year we want to make our information more accessible, launch social media and finish a building signage project that started in
Dundasvale last year. “I’m always looking for local contributors for Focus and for potential new members of the Group so get in touch if the Comms Group sounds like something you’d be interested in joining.”
For a chat and more information, contact Margaret Brannan, Communications Manager, on mbrannan@qcha.org.uk or call her direct on 0141 589 7349.
Local Connections
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Your local councillors Here is the list of local councillors. The Queens Cross area covers three Glasgow City Council wards – Anderston/City, Hillhead and Canal. WARD 10 – ANDERSTON/CITY Bailie Nina Baker Scottish Green Party nina.baker@councillors.glasgow.gov.uk Bailie Philip Braat Scottish Labour Party philip.braat@councillors.glasgow.gov.uk Bailie Martin John Docherty Scottish National Party (SNP) martin.docherty@councillors.glasgow.gov.uk Councillor Gordon Matheson Scottish Labour Party gordon.matheson@councillors.glasgow.gov.uk WARD 11 – HILLHEAD Councillor Ken Andrew Scottish National Party (SNP) ken.andrew@councillors.glasgow.gov.uk Councillor Martin McElroy Scottish Labour Party martin.mcelroy@councillors.glasgow.gov.uk Councillor Pauline Ann McKeever Scottish Labour Party paulineann.mckeever@councillors. glasgow.gov.uk Councillor Martha Wardrop Scottish Green Party martha.wardrop@councillors.glasgow.gov.uk WARD 16 – CANAL Councillor Chris Kelly Scottish Labour Party chris.kelly@councillors.glasgow.gov.uk Councillor Billy McAllister Scottish National Party (SNP) billy.mcallister@councillors.glasgow.gov.uk Councillor Helen Stephen Scottish Labour Party helen.stephen@councillors.glasgow.gov.uk Councillor Kieran Wild Scottish Green Party kieran.wild@councillors.glasgow.gov.uk Councillors can be contacted at Glasgow City Council. Address: Glasgow City Council City Chambers George Square Glasgow G2 1DU Tel No: 0141-287-2000 Website: www.glasgow.gov.uk
Click start for Bright sparks from Queens Cross Housing Association are getting connected as part of the Association’s freshly launched digital campaign, Local Connections. The free programme of events and classes gives tenants access to internet and IT facilities, with a Glasgow Life tutor on hand to equip them with the digital skills and knowhow needed to make the most of their time online.
Small, tailored classes The classes are small and tailored to the group’s own needs and wants, which range from searching for work and photography editing skills, to keeping in touch with relatives and up to date with news.
William Ryan of Seamore Sheltered Complex, came along with other members of the Stag Group, a weekly meet up for male sheltered tenants: “It’s been really enjoyable because the instructor was
able to come down to my level, which is beginner. “Before coming to the classes I rarely used the internet, but I decided to come along to learn how to use my PC and laptop competently.”
Online world of opportunity With 59% of the Association’s tenants currently without access to the internet, Local Connections aims to open up a world of online opportunity for Queens Cross tenants. From quicker online benefits and finance management to mandatory emails and job applications, getting online can unlock a whole host of previously inaccessible possibilities to make your life easier. Mary McGlinchey came along to the Wednesday morning drop in sessions to give herself a bit more practice finding work online: “It’s been great. It’s given me more confidence
applying for jobs online. And with my IT skills I can use Google to find out more about companies before job interviews. “You don’t have to wait to use a computer like in the library, and there’s someone on hand to give me advice.” The classes also provide an opportunity for members of the local community to connect with each other. Participants who have polished their own computing skills will have the chance to volunteer as Digital Buddies, and pass on their newfound tech savvy to others. David Nilsen, also of
Seamore Complex, attends the lessons as a way of refreshing his skills, and has been pleased with the social aspect of the class: “The tutor had a great manner and it’s been a good place to meet other people.” With a number of classes already up and running, and many more to be announced in the spring, it’s time to get connected. If you are interested in attending or have any further questions about the project, please contact Harriet Kennedy, Digital Inclusion Outreach Worker, on 0141 945 3003 or hkennedy@qcha.org.uk.
Events and Times Introduction to Computing 5 week course Monday – 2-4pm at Windsor Stag Group IT Class Tuesday – 2-4pm at Windsor Drop in Computing Class Wednesday – 10-12pm at Windsor Drop in Computing Class Wednesday – 1-3pm at Westercommon Getting Started course Tuesday - 5.45-7.45pm at Westercommon Getting Started course Friday 10.30-12.30 at Dundasvale
Tenants get IT savvy at Windsor Street Community Hall
Local Connections
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Local Connections What is Local Connections? Following UK government Digital Deal funding, Queens Cross received £40k funding to get our tenants online, the only housing association in Scotland to be awarded. We’re using this funding to provide classes and support to help our tenants build digital skills.
Getting online has never been easier
Who is it for? Anyone. Whether you’re a complete beginner or simply want to refresh your skills, there’s a class for you. Those with some existing confidence can even volunteer to become Digital Buddies, and help others to learn a bit more about computing.
How much is it? The classes and events are completely free.
How do I get involved? If you’re interested, come along to one of our drop in sessions listed below, or contact Harriet Kennedy on 0141 945 3003 or hkennedy@ qcha.org.uk
Why is getting connected important? • Employment and skills Figures show that unemployed people who get online could significantly increase their chances of getting employment, and have an estimated lifetime benefit of over £12,000. People with good IT skills can earn between 3% and 10% more than people without. Many jobs now require an online application so using the internet can help to open up plenty of doors to employment.
• Welfare reform With changes to housing benefit and the introduction of Universal Credit, the government wants to have 80% of people claiming benefits online by 2017. Getting online can also make your applications easier and quicker, and help you keep up to date with changes that might affect you.
• Staying in touch
• Money saving So many deals are now available exclusively on the web, meaning that offline households are missing out on estimated savings of £560 per year from shopping and paying bills.
As well as being a way of keeping in touch with friends and family, getting online also means you can help us improve our services. You can give us feedback via our social media sites Facebook and Twitter, and let us know what you would like to get from us and the best way for you to get it!
Look out for us on Facebook and Twitter We’ve been thinking for some time that social media could help us talk to more of our tenants. So, as from May this year we’ll have our own Facebook and Twitter pages where you can contact us and get all our latest news and updates.
Communication Manager, Margaret Brannan, says that the time is right. She said: “Social media gives us a new way to stay in touch and I’m looking forward to finding out how it can get us all talking to each other a bit more. “We’ll continue to use all the usual ways
of communicating like meetings, letters, our website, flyers, posters and Focus. “Everyone’s so busy these days and we think social media will let us talk to each other more about what’s happening in the area and also to tenants we usually don’t reach.”
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Shandong to Queens Cross Meet Shawn Zhou, the latest recruit to our Local Connections campaign. Shawn is a native Mandarin speaker and has lived in Glasgow for over four years, including a stint in our very own Woodside. A student at Glasgow Caledonian University, he is studying for a PhD in Electronic Business Management having completed a computing science degree at Jinan University in the Shandong province of China. He has now taken on a new part time role as a Computing Class Tutor with us. Translation and interpretation in Mandarin Shawn hopes that his translation and interpretation skills, coupled with his love for all things IT, will help others in the community get involved. He said: “IT knowledge and skills really broaden horizons. Tools such as social media allow people to keep in touch and share information at the touch of a button.” Community spirit Shawn has so far enjoyed his time in Glasgow immensely, citing the city’s world famous warmth and community spirit as a big draw for continuing his 从 studies here: “The thing which
Shando ng到 Queens Cross
Shawn Zhou, the newest recruit to the Local Connections team
从 Shando ng到 Queens Cross 来和Shawn Zhou谈一谈吧。Shawn是我们为Local Connections项目最新招聘的工作人员。 Shawn是一个以普通话为母语的中国人，他在格拉斯哥 已经生活了四年多，来我们Woodside也有一段时间了。 Shawn现在正在格拉斯哥卡里多尼亚大学攻读电子商务 管理博士学位。他曾在中国济南大学完成普 通 话 的 笔 译 和口译 really strikes me about Glasgow is the people. “This city has a really positive atmosphere. When I first arrived here, I had to adapt to the culture and the environment, but everyone was so friendly and eager to help.”
来和Shawn Zhou谈一谈吧。Shawn是我们为Local Connections项目最新招聘的工作人员。
Working eight hours a week Wednesday afternoon in 了计算机科学本科学位。他现在承担了我们计算课程导 with us, Shawn will be on Windsor Community Hall, and 师的工作。 hand to provide an IT class in is free for anyone who’d like to Mandarin for those who are come along. keen to get to grips with PCs, “I hope my skills can help Shawn希望他的笔译和口译技能，再加上他对计算机信 but not quite sure where to others to enjoy life online and in 息系统的热爱，可以帮助社区里的其他人参与进来。 start. Glasgow as much as I do.” The class will take place every
Shawn说：“计算机知识和技能可以拓宽人的视野。很多 工具比如社交媒体软件可以让人们通过一个简单的触摸 按钮动作来保持联系并且共享信息。” 社区精神 Shawn迄今为止都十分喜欢并享受他在格拉斯哥的生
Shawn是一个以普通话为母语的中国人，他在格拉斯哥
活，这座城市闻名世界的好客和社区精神是吸引他在这
已经生活了四年多，来我们Woodside也有一段时间了。
里继续他的研究的一个重要理由。“这座城市有一个非常
Shawn现在正在格拉斯哥卡里多尼亚大学攻读电子商务 管理博士学位。他曾在中国济南大学完成普 通 话 的 笔 译 和口译 了计算机科学本科学位。他现在承担了我们计算课程导 师的工作。 Shawn希望他的笔译和口译技能，再加上他对计算机信 息系统的热爱，可以帮助社区里的其他人参与进来。 Shawn说：“计算机知识和技能可以拓宽人的视野。很多 工具比如社交媒体软件可以让人们通过一个简单的触摸 按钮动作来保持联系并且共享信息。” 社区精神 Shawn迄今为止都十分喜欢并享受他在格拉斯哥的生
积极的气氛。当我刚刚来到这里的时候，我不得不适应 这里的文化和环境，但是每个人都非常友好并且乐于帮 助人。” Shawn每周和我们一起工作八小时，他将在现场用普通 话为那些热衷于去掌握一些电脑知识但不太知道从哪里 开始的社区人员提供教授与服务。 该课程将于每周三下午2 点-下午4点在Windsor Community Hall进行，并且对所有前来的社区人员都是 免费的。 “我希望我的技能可以帮助其他人享受网络生活，享受在 格拉斯哥的生活，就像我一样。” West of Scotland Regional Equality Council
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Theatre Royal on your doorstep This February, Queens Cross tenants of all ages enjoyed a unique show narrating the Theatre Royal’s heritage through music, dance and drama – all on their very own doorstep. Scottish Opera’s latest project, Pop Up Theatre Royal, came to Dundasvale and Woodside on the 20th and 21st of February. After setting up shop in accessible locations in the areas, Scottish Opera staff were on hand to usher tenants into a specially converted scenery truck, which had been decked out to replicate the Theatre Royal. Once inside and safely sheltered from the Scottish weather, the audience were treated to a whistle stop extravaganza detailing the history of Glasgow’s oldest theatre. Nancy Sidwell, sheltered resident at
our Hopehill Complex was delighted by the show: ‘It was brilliant, I thoroughly enjoyed it. It was just hilarious.’ The performances lasted 45 minutes and spanned over 150 years of plays, operas, ballet, variety shows and pantomimes. With plenty of laughs, there was something for everyone. Xan Qin Lin visited with her two young children, and the whole family were charmed by the variety: ‘It was a really great day out.’ The Theatre Royal is currently undergoing a regeneration process Hopehill tenants at the performance after securing Heritage Lottery Funding, and the company will be restaging the performances along with many other exciting projects in the summer.
The show was enjoyed by all ages
City Chambers visit A few of our Hopehill Road sheltered housing residents paid a special visit to Glasgow City Chambers recently with Councillor Martin McElroy as their tour guide. The trip was arranged at Councillor McElroy’s invitation. He said: “It was great to welcome the residents to our magnificent City Chambers.
“Some of the residents have lived in the city their whole lives and never visited this place before. Hopefully they will tell their friends and family about coming to see this beautiful building in the heart of Glasgow. “I am glad that they all enjoyed their visit and they are welcome back any time.”
Councillor McElroy and Hopehill Tenants
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New Development Starts at Timber Basin
The development will overlook the canal basin
The Association started work on another major new build project at the Timber Basin site on Panmure Street, next to the Nolly Brig. In January, the Association’s contractor, CCG Scotland Ltd started to construct 98 flats and 10 houses on the site of the old Shaw & McInnes ironworks, overlooking the Canal basin. This new development will see 73 homes for rent and 35 flats to be marketed for shared
The works caused some disruption to road traffic in January and further road closures will be required on Panmure Street in the coming months. We want to apologise for this inconvenience. But you can be assured that the contractor is trying to limit the period of these unavoidable closures by carrying out as much work as possible in one area at the same time.
Interested in shared equity? The area has a long and proud history
equity. It’s expected to fully complete by midsummer 2015. Linked to the Association’s project, Scottish Canals will also be carrying out improvements to the canal below the development. The properties for rent will be mainly 1 and 2 bedroom homes with a small number of 3 bedroom flats and houses. There are 24 2 bedroom flats and 11 1 bedroom flats for shared equity expected
to range from £100,000 - £130,000. The sales values will be confirmed when the marketing is formally launched in late summer 2014. The £12.6m project is being funded through a £6.5m grant from the Scottish Government, approved by Glasgow City Council, together with £3.6m as a private loan arranged by the Association and £2.5m in projected sales income from the shared equity flats.
Advice without barriers With our Financial Inclusion Team now stronger than ever, we’re looking to widen our tenant communication to ensure all of our tenants have access to the range of money and welfare services we provide. A key element of Money Advice Works service is our partnership with West of Scotland Regional Equality Council. We have
We apologise for road traffic disruption
contracted with WSREC to employ an additional team of advice staff with a range of language skills to connect with our diverse communities in the languages of Polish, Punjabi, Urdu, Mandarin and Cantonese. This will allow us to give minority communities easier access to advice and information. Director of Housing and Housing Support, Fin
McElhinney, is confident the expanded service can make a difference: “Working with our partners WSREC means we also have the opportunity to provide services in a diverse and inclusive approach. “We’re working with tenants who do not currently use our services and who face financial hardship.”
All of our recent new build projects have had a significant number of flats available for shared equity (part sale). It’s expected that the 35 properties at Timber Basin will be marketed in late summer and available for entry from spring 2015. Shared equity is a government initiative for first-time buyers to get the property ladder through an initial purchase of 60%-80% share of a property. Information is available on the Scottish Government website: www.scotland.gov.uk If you want more information about shared equity in Timber Basin, please contact our main office and complete a form to register your interest. Or find further details on our website: www.qcha.org.uk
• Having problems with Benefits? • Need a little help with your money? • Unsure of your Welfare Benefit Rights? • Housing problems getting you down? We provide a range of services, including:
✓ Benefit check calculations ✓ Help with applying for Benefits and completion of forms ✓ Step by Step advice and guidance on your benefit options ✓ Help to appeal a Benefit Decision/ Sanctions ✓ Representation at a Benefit Tribunal
✓ Help to get backdated Benefit ✓ Budgeting and financial help ✓ How to sort out your debts and deal with creditors ✓ Help with Pay Day Loan problems ✓ How to deal with bankruptcy ✓ Help finding a bank account
Money Advice Works at Queens Cross Housing Association, 45 Firhill Road, G20 7BE
Telephone: 0141 945 3003
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Money Advice Works We’re delighted to announce that the number of advisers in our Financial Inclusion Team has doubled in size from three to six! Thanks to a grant secured from the Making Advice Work scheme of the Scottish Legal Aid Board (SLAB), we have recruited to three new full time posts in addition to the three welfare rights advisers already in place. The new advisers are
qualified to give advice about welfare benefits and money advice including debt issues. The SLAB funding package is for an 18 months period and started in January. This is a much needed boost to our advice services which have been under pressure as a result of the welfare reforms and harsh economic conditions that have affected tenants.
The Financial Inclusion Team – who are they and what do they do? Our 6 advisers are: Adviser Main type of advice offered Kathy Coghlan Welfare rights Steven Craig Welfare rights Gemma Hagan Welfare rights Christine Church Money and debt advice and welfare rights Patricia Hanlon Welfare rights and money/debt advice John McGuigan Welfare rights and money/debt advice
John McGuigan, Patricia Hanlon and Christine Church have now joined the Financial Inclusion Team
How to get advice If you want to get advice about welfare benefits or debt, please call 0141 945 3003 and ask for a welfare rights or debt advice appointment. Your call will be connected to the Customer Services Administration Assistants who can arrange an appointment for you. Appointments are available at the following locations: • Queen’s Cross, 45 Firhill Road • Woodside Hub, 65 Cedar Street • The Courtyard, 2 Westercommon Drive
• Dundasvale office, 6 Dundasvale Court 1-1 Ask for an appointment at the office nearest to you when you call. House visits: If you can’t leave your house and need a home visit, ask about this when you call. Your contact details will be passed to an adviser who will get in touch to arrange a visit if needed.
Want advice from another agency in Glasgow? For free advice call GAIN (Glasgow’s information and advice network) on 0808 801 1011 (Mon - Fri 10am – 8pm and Sat 10am - 2pm). Website: www.gain4u.org.uk
Energy savings for you Need a little help with your fuel bills? The Warm Home Discount Scheme could be for you. The 5 year programme has been designed to provide assistance
with fuel bills to low income and vulnerable households, offering eligible customers a one-off payment on their electricity bill. For winter 2013-14 this was a sum
of £135, received as a discount on electricity accounts or as a voucher, for those with prepayment meters. There are two groups eligible for the scheme:
Core Group
Broader Group
To qualify for this group you must be: • Aged 75 or over and receiving Pension Credit • Aged under 75 and receiving only the Guaranteed element of Pension Credit (no Savings Credit) Those in the Core Group will receive a letter from the Department of Work and Pensions letting them know of their eligibility.
The Broader Group is decided differently. Each energy supplier sets their own criteria, with the majority of companies aiming the support at households living in, or at risk of, fuel poverty. Households must then submit an application directly to their supplier. The criteria may cover those: • On income related benefits • On low incomes • Receiving Child Tax Credit • With a family member in receipt of a disability premium, DLA or PIP
If you think you might be eligible and want to apply for the Warm Home Discount Scheme, our Financial Inclusion team can help you to check if you fit the criteria and to submit your application. While the scheme has now closed for applications for Winter 2013-14, most suppliers will be accepting applications for Winter 2014-15 from May 2014
onwards, so don’t hesitate to get in touch to find out more. You can contact the financial inclusion team on 0141 945 3003 or financialinclusion@qcha.org.uk. Warm Home Discount Scheme helpline Telephone: 0845 603 9439 Monday to Friday - 8.30am to 4.30pm
Want to know more about welfare benefits?
We’re here to help. Want to know more
Want to know more about welfare benefits? Our welfare rights team provide free, confidential about welfare benefits? advice to Queens Cross Housing tenants.
We’re here to help.
We’re here to help. We’re here to help. Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE t: 0141 945 3003 e: contactus@qcha.org.uk w: www.qcha.org.uk
Our welfare rights team provide free, confidential advice to Queens Cross Housing tenants. Want to know more about welfare benefits? Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE t: 0141 945 3003 e: contactus@qcha.org.uk w: www.qcha.org.uk
Our welfare rights team provide free, confidential advice to Queens Cross Housing tenants. Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE t: 0141 945 3003 e: contactus@qcha.org.uk w: www.qcha.org.uk
News
12
Skills for Work Kerry, Christoph er, Fiona, Jess an d Louise at Skills for Work
A new initiative for 16 – 25 year olds is providing a range of opportunities for younger tenants in the Queens Cross area. Meeting every Monday and Tuesday in Westercommon Courtyard, the group is made up of enthusiastic young people who are keen to do something a little bit different. Working in partnership with Glasgow Clyde College, the 18 week programme aims to help young tenants develop a range of skills which will help them along in their future. The group have big plans for the rest of the course. So far they’ve taken part in gardening and learning IT skills, and in the future will be designing their own website and painting benches in the community. Fiona Haney, 24, has been impressed by the variety so far: “It’s been really interesting to try new things, and it’s
a real opportunity to try something different. It helps to build up your confidence.” With college interviews lined up in everything from sport and fitness to teaching and music, the sky’s the limit for these energetic youngsters. Margaret Bent, Senior Lecturer for Access and Continuing Learning at Glasgow Clyde College, explains that the sessions are a chance to get these young people involved in wider community too: “There’s a community feel to the course. The students are part of the college and can participate in open days and shadowing other current students. “We also work with other organisations and the wider community, so that the young people are getting hands on experience of working with others on community projects, which is fantastic.”
After receiving a letter from Queens Cross letting her know about the group, Kerry McCaughey, 19, came along to see what it was all about: “As well as teaching me loads of new things, it also gives me a chance to get out of the house. I can use the crèche for my kids, and make new friends while I’m here.”
The course is compl et for anyone aged 16 ely free -25 and it’s a great opportunity to learn new skills or gain qualifi catio current class runs on ns. The Mondays and Tuesdays from 9am – 3pm in the Courtyard an d similar courses are about to start in other community ve nues in the Queens Cross area . If you’re interested, please co nt Urquhart on 0141 94 act Patricia 5 3003
Accidental Mix
13
Those who take care Glasgow School of Art (GSA) student, Michael Barr, explains how time with our estate caretakers helped him develop his environmental art project Environmental art is difficult to describe, but often happens out of the studio, with people experiencing an artist’s process themselves, rather than having to visit a gallery to see the results of that process. Often, the process itself is the valued thing. For the second time GSA students have been tasked with developing public art projects in the context of Queens Cross Housing Association. This is an invitation to work in response to an organisation and to an area and its people. I’m relatively new to Glasgow and, when thinking about the project, realised I knew little about Queens Cross and what it does day to day. So I asked to spend some time shadowing the Association’s estate caretakers.
In January, I spent a day with the caretakers at Raglan Street, Dundasvale, Cedar Street and Westercommon. Everywhere I went I saw the caretakers living their job titles as those who take care. Sometimes, this care goes beyond the job description in the depth of knowledge that caretakers have about the communities where they work.
Michael at his project site
The Cedar Street caretakers have been endlessly helpful to me with my own public art project which is still unfolding there on the patch of waste ground overlooked by the high-rise blocks. Of course, there may be some who have different impressions of the estate caretakers, but I hope that most tenants will recognise mine. It has been a privilege to get to know them. Michael Barr 3rd year student Glasgow School of Art
Tony McMillan, Estate Caretaker
Social Pudding for Hopehill Residents Residents at our Hopehill Sheltered Complex have been mixing art and good old fashioned baking throughout January and February, as part of a new phase in Glasgow School of Art’s (GSA) Accidental Mix project. Jacqui Casher, environmental art student at GSA, invited residents to take part in her project called ‘Social Pudding’, by collaborating in the making (and eating) of various puddings, and coming together to share stories and recipes. Jacqui researched and drew on the heritage of the local area and the ladies’ own experiences as inspiration for the puddings, which ranged from a birthday cake for Ada’s niece, to a sugar worker’s pudding, in reference to the Port Dundas Sugar Refinery. Jacqui describes her art as participatory and interactive and has thoroughly enjoyed her time working with Queens Cross. She said: “It’s been fantastic to collaborate with the women over
something we can all enjoy, talk a bit more about art and share our own stories.” The project was showcased through videos and images at an exhibition at 695 Garscube Rd where tenants and staff came together to enjoy, and participate in, a piece of social pudding themselves.
Social Pudding Recipe Sugar Worker’s Pudding
One of the social puddings the
8oz sugar 1 egg 8oz flour 1. 2. 3. 4.
group created
8oz butter 1 capful of vanilla essence 2 tbs milk
Cream the butter and sugar Mix in the 4 eggs and the vanilla essence Add sifted flour and the milk Add a spoonful of treacle syrup just before baking 5. Bake for 20 mins at 175 degree s
Equality & diversity
14
Help us stand up t Here at Queens Cross we take a zero tolerance approach to all forms of abuse. No matter who you are, we believe you have the right to live a life free from discrimination, victimisation and harassment. Scottish government figures show there was a significant rise in reported Hate Crimes
in 2012-13, and with Scottish Government launching a new initiative ‘Speak Up to Hate Crime’ in February, confronting this issue is now more important than ever. Queens Cross is committed to wiping out Hate Crime. We are a Third Party Reporting Centre, which means that if you have
been a victim of Hate Crime or wish to report an incident which you have seen, but for whatever reason do not want to contact the police directly, our staff can help. We are proud to provide an alternative avenue for individuals who may be reluctant to report incidents with a Hate Crime dimension directly to the Police.
What is Hate Crime?
Why should I report it?
Hate Crime is defined as “any incident, which constitutes a criminal offence, which is perceived by the victim or any other person as being motivated by prejudice or hate.” This means that if you feel that you or someone you
Some people are reluctant to report Hate Crime for a variety of reasons: “I didn’t think that it would make any difference. Because they would just keep doing it regardless of what the police did.” Police Scotland adopt a ‘zero tolerance’ approach to Hate Crime, and recognise the negative impact it can have on lives. Small incidents can escalate into larger crimes, which can have tragic consequences. Working in partnership with other key organisations, your report will be dealt with
know has been targeted in a verbal or physical attack or has been harassed based on your race, religion, gender, gender identity, sexuality or disability, the Police will treat the incident as a Hate Crime, and respond appropriately.
I’m still not comfortable reporting it to the Police myself We are here for you. As we are a Third Party Reporting Centre, you can visit us or contact a member of staff, who will then report the incident to the police on your behalf. Our team have been trained to recognise Hate Crime and to handle your report in a sensitive and appropriate way. To find out more about Third Party Reporting, please contact Tracy Hamill, Assistant Neighbourhood Housing Manager on 0141 589 7424 or thamill@qcha.org.uk.
A positive impact for everyone We’ve recently begun looking at our policies and services to make sure they’re fair for all our tenants. Using a method called Equality Impact Assessments (EIA) we’re looking at how our key policies and services are delivered. Using the EIA process we look at a wide range of information that tells us how our services have performed in the past. It also includes
consultation with a diverse range of tenants and other partners to help us identify where there might be barriers to tenants accessing or using our services. Using EIAs demonstrates our commitment to being an equal and fair service. The case study shows how an EIA can turn a possible negative service delivery into a positive customer experience.
approriately and efficiently. “I didn’t wish to make a fuss.” Reporting incidents not only allows police to deal with offenders, but to build up a picture of potential problems in the area. Coming forward can therefore make a real difference, not only to victims, but to our communities.
Council tax and housing benefit impact assessment Result: improved take-up of service by black and minority ethnic communities After attending an equality and diversity training session, a service manager and their team analysed the take-up of council tax and housing benefit applications according to ethnic group. This identified low numbers of applications from black and minority ethnic (BME) residents and the Pakistani community in particular.
Actions from the review were: • Provision of council tax and housing benefit information in relevant community languages; • Targeted outreach activities through welfare rights service, community groups and local advice centres. A take-up campaign has closed the gap in applications from members of different communities. Regular monitoring and analysis is carried out to ensure new communities are also aware of the service.
toHATE CRIME Equality & diversity
15
Hate Crime Case Study I’m an Asian female in my late 20s, was born in the United Kingdom, and have lived in Scotland since the age of three.
As a child I was bullied for several years because of my race. My sense of ‘identity’ or self-worth was devastated and I can recall instances of stones and a brick being thrown at our house, words, such as ‘p*k*’, ‘black b******’, and having stones
thrown and being spat on in the streets and at school.
Recently while walking to work, someone shouted racist abuse as they drove past me. I made the effort to keep my head up, and walk on. The incident seems minor, but for me, it connects to fears and feelings from many previous experiences of racist abuse. A colleague encouraged me to
Customer Equalities Group
Fostering good community relations
Talk to us about your views on equalities We’re very keen to hear from anyone who may be interested in getting involved in our Customer Equalities Group. The Group will look at ways of promoting good relations in our community and how well we’re meeting our equality and diversity commitments. It will also provide a forum for discussing our equality and diversity priorities and any issues in your neighbourhood. The Group will meet twice every year and represents a great opportunity for you to tell us where our services may not be being provided equally or fairly. If you’d like to take part in our Customer Equalities Group, please contact Des Phee, Policy and Performance Officer on 0141 945 8581 or at DPhee@qcha.org.uk
Getting to Know You continues Why your information is important to us In 2012 we held our largest ever survey of tenants. Getting To Know You asked a series of questions to provide important information about you, our tenants. The information has allowed us to plan for and focus on the diverse needs of individual tenants and communities. Opposite are just a few of the ways we’ve used the information you gave us to make improvements in our services.
report it but I struggled with reporting such a ‘minor’ incident. Eventually I did it, using a Third Party Reporting centre. The next day walking to work there was a police van and two police officers patrolling the streets. I felt certain that this was linked to the report that I had made. I was more confident walking to work, as I felt I had been listened to.
Our partners at the West of Scotland Regional Equality Council (WSREC) run a Good Community Relations Project aimed at newly-settled or established migrants from central and eastern Europe. The project offers services to address gaps in understanding of European migrants of their rights and responsibilities. It also supports increased visibility and confidence of migrants in our communities. The Good Community Relations Project provides: • bilingual outreach advice surgeries and telephone and email advice services
■ We’ve been able to plan and respond to UK Government welfare reforms and to alleviate the most debilitating effects of, for example, the bedroom tax on affected tenants. ■ Our internet zone in our Firhill Road office provides online access to tenants who don’t have a computer, laptop, smartphone or tablet.
• community group development and training • community champion support • information events. A community safety event was held recently for the local Lithuanian community with Police Scotland, Community Safety Scotland, Victim Support, Glasgow Woman’s Aid and the Terrence Higgins Trust attending. If you’d like more information about the Good Community Relations Project you can contact Johanna Kieran at WSREC on 0141 337 6626 or by email at jkieran@wsrec.co.uk
■ We’ve targeted tenants from different and diverse backgrounds for their views on our services, proposals and in shaping the future of services. ■ We now know how to communicate with you and are producing information in different formats like large print, audio or in different languages. ■ Our repairs service now takes notice of
Our housing staff now routinely survey all new tenants. This ensures the information we hold on diversity remains up-to-date and relevant. Staff are also visiting all of
your requirements. For example, when you need more time to answer the door. ■ We know which of our tenants are in fuel poverty and are working with our partners to provide help and support. ■ The information you gave us helped us to write our Equality and Diversity Strategy and a 49 point action plan.
our tenants, checking if the information we have about you is correct. Your help in keeping our records accurate is very much appreciated.
16
d u o r P to be s n e e u Q Cross We’re launching a photography and film competition to get Queens Cross tenants and staff snapping the reasons why they feel proud to be Queens Cross. We want your help to create a real sense of what it’s like living in our community - your lives, in your neighbourhood. It could be anything from you and your friends and families, people you work with, the things that you love to do, your hobbies and passions and the places that are important to our tenants. We’re looking for the things that matter to you.
Entry criteria You don’t have to be a professional photographer or film-maker to enter. We welcome submissions taken with phones, tablets or any kind of camera or other. They can be digital or print, old or new.
Competition
Photography and film competition The grand prize is a brand new Windows tablet and docking station worth around £800. A full size print of the winning snap will take pride of place in the reception area of our main office on Firhill Rd, or if it’s a video, it’ll be shown on our website. Runners up will also have their photos displayed around Queens Cross offices, film will be uploaded on to our website, and all entries could be featured in the layout of our new Business Plan ‘Proud to be Queens Cross’.
The competition is open to anyone living or working in the Queens Cross area and your entry should be accompanied by: • Your name • Your address • A contact telephone number or email address. A little bit of info on
the people and places featured in the picture/ film would be helpful.
Publication Photos or films entered in the competition may be used or posted on our website, social media pages or publications. If you’re happy with that, then get clicking and editing!
WI N!
Love t picture aking so short fi r making lms on your mobile phone? Fancy a winning chance of ab Window rand new s tablet ?
How to ente r
You can ente r by emailing us your snap at photo@q cha.org.uk o r b y sending your entries in to Queens Cross Photo Competition , 45 Firhill Rd , Glasgow, G20 7BE. Any question s, call Kate W ilson on 0141 589 74 42 or email kwilson@qch a.org.uk Deadline for entries is Mo nday 12th of May 2014. G ood luck!
News
17
Step forward for Queens Cross tenant participation We took another successful step forward in the tenant participation process with a Tenant Scrutiny event held at Windsor Street Community Hall. Hosted by Audrey Simpson, Head of Business Strategy, the January event saw 15 Queens Cross tenants come together with four Association staff to discuss how Queens Cross can continue to improve its services through tenant scrutiny practices. Audrey’s confident that the positive response at the event will lead to future tenant scrutiny success. She said:
formal framework for tenants to have a real say in measuring our successes and identifying priorities for improvement. “We’re excited about the benefits this will bring to tenants, other customers and the wider community.” The morning provided tenants with the opportunity to learn more about ways in which they can take part in evaluating the Association’s performance, and give feedback on what they’d like to see scrutinised.
“We’re delighted that so many tenants attended on Saturday and are keen to get involved in reviewing and assessing our performance.
Presentations were given by Audrey and Lynda Johnstone, Development Manager with the Tenants Information Service, an organisation which provides independent advice and support for tenants and landlords across Scotland.
“Our newly formed Tenants Improvement Club provides a
Tenant scrutiny is an increasingly popular way for
Kevin Nixon (Head of Housing), Audrey Simpson (Head of Business Strategy), Peter O’Brien (Head of Technical Services) with Lynda Johnstone of the Tenants Information Service at the event
tenants to get directly involved with their social landlords, and the tenants learned about the benefits of numerous ways to take part, including mystery shopping, tenant led inspections and estate walkabouts. The Association aims to
develop a tenant scrutiny framework in line with the Scottish Social Housing Charter and its prescription that tenants participate and influence landlord decisions ‘on a level which feels comfortable to them.’
Tenant Participation Tenant Scrutiny Your Neighbourhood Needs You! Tenant Scrutiny is about tenants getting involved in checking how our services are being delivered and most importantly, playing an active role in telling us how we can improve. Following on from the recent success of our Tenant Scrutiny Event, the Association is now planning two new scrutiny activities, Estate Walkabouts and Mystery Shopping, and we need more of you to get involved. There are so many benefits to taking part:
• exercise real power and change to our services • make a difference to your neighbourhood • develop new skills for employment Don’t worry if you think that you don’t have the skills to take part, the Association will provide anyone who is interested with any training you’ll need. It’s never too late for you to get involved in tenant scrutiny; we’re always looking for new people to take part.
Interested? To find out more, contact Jacqui Mills, Policy and Performance Assistant on 0141 589 7420 or jmills@qcha.org.uk
Is it important that you influence decisions we make about our housing services?
Yes! And we’d like to ask you how you’d like to be involved. Whether you’re involved in tenant scrutiny through the Tenants Improvement Club, or you want to comment and influence our policies, we want to hear from you. You’re invited to an information session to: • Find out more about tenant participation and the role of tenants in influencing housing services. • Discuss approaches to participation.
The session will be informal, informative and relaxed and will take place: Date Tuesday 15th April 2014 Time 5pm to 7pm Venue 472 Maryhill Road Tea, coffee, soft drinks and sandwiches will be provided. • Review our Tenants Participation Strategy. • Tell us your priorities for participation. The event will be led by Lynda Johnstone, Tenants Information Service (TIS), an independent organisation providing support and advice to tenants and their landlords throughout Scotland.
To thank you for your contribution during the event you will be entered into a prize draw for a £25 shopping voucher. For further information or to book your place, please contact Michael McCulloch on 0141 589 7353 or email mmcculloch@qcha.org.uk. Everyone is welcome. Or why not drop in to our offices at 45 Firhill Road on Tuesday 22nd April 2014? Lynda from TIS will be there to talk about your ideas for tenant participation. We’ll also carry out a phone survey to make sure we reach as many of you as possible. We’ll host a number of small events for residents of sheltered housing, CHYP, Fire Station and Queens Cross East.
Performance
18
How did our services perform? October to December 2013
We’re committed to improving our services. Our priority is to make sure you’re kept up to date with how we’re performing against the targets we set ourselves. We want to provide you with the information you want to know. The chart opposite highlights our performance from 1st October to 31st December 2013 for service areas that are important to you.
Unpaid Rent We’re moving in the right direction and have seen a slight improvement at the end of 2013 on the results of July to September last year. We realise that the current financial climate has created real financial difficulties for a number of our tenants. It’s very important, that if you’re having financial difficulties that you get in touch with your housing officer as soon as possible. Early intervention can often prevent rent arrears from getting out of control - there may be something we can do to help. For example, we have money and debt advice staff who can talk to you about your benefit entitlement, where to get a better energy deal and debt management. If you think you could benefit from an appointment, please call us today on 0141 945 3003.
Key Performance Indicator
Target for Actual Quarter Quarter 3 3 performance (October to December 2013)
Did we achieve our target?
Unpaid Rent
3.5%
3.61%
No
Average number of days to re-let empty properties
14 days
20 days
No
Routine Repairs completed on time (within 5 working days)
98%
99.5%
Yes
Urgent Repairs completed on time (within 2 working days)
97%
99.1%
Yes
Emergency Repairs completed on time (within 4hrs)
100%
98.6%
No
‘% Gas services completed by anniversary date 100%
95.2%
No
Repairs
Gas Safety
Empty Properties At 20 days this quarter, we’re still some way off meeting our target to re-let empty properties. There are a number of reasons for delays in allocating properties. We’ve recently recruited some new staff members which should help to improve our performance next quarter. We’ve also seen a lack of demand for some of our multi storey properties, such as Westercommon, and we’re looking at some new ways to promote them. When a property becomes empty there’s a checklist of essential maintenance and safety work that must be carried out before it can be re-let to a new tenant. The length of time that this takes varies depending on the condition of the property when the previous tenant leaves. If you have a repairs to report, call our repairs hotline on 0808 143 2002. Help us keep your home in good repair.
Our target for routine repairs is five working days; two working days for urgent and 4 hours for emergency repairs. Our performance for 1st October to 31st December has seen us achieve our targets for carrying out routine and urgent repairs. Our emergency repairs performance is just off target this quarter with 98.6% of our emergency repairs completed on time. We’ll continue to work hard with our contractor, P&D Scotland, and staff to meet our very high standard of 100%.
It’s important for your safety that we get access to your home to do a gas safety check. At the moment we are 4.8% off our 100% target and need your help. If you’ve missed a gas safety appointment or think your gas service may be due, call us today on freephone number 0808 143 2002.
Performance
19
Quarter 3 Complaints Performance Complaints received from you, our customers, are crucial to continually improving our services. Complaints help us to find ways to make our services better. For example, we recently noticed a rise in the number of complaints we received about our communication with you. As a result we’re developing a campaign to improve and we’ll bring you news of this very soon.
Quarter 3: October to December 2013 From 1st October to 31st December 2013 we received 79 complaints. Twelve complaints helped us to identify specific learning points for Quarter 3 Results us and these learning points will now be implemented. The case studies listed below show how your feedback helps us to Quarter 3 Results improve.
Complaint Outcomes
What are we learning from Complaints? Complaint Outcomes COMPLAINTS OUTCOMES10 complaints
Case Study 1 Complaint:
Determination: Action:
A customer told us they were unhappy with the tone and content of the Association’s arrears 40 complaints letters and the process for sending arrears letters. 50% 40 complaints Partially Upheld 50% Area Neighbourhood Housing Managers will talk to their teams about other ways of contacting customers, such as a house visit, before sending out a third arrears letter.
Determination: Action:
29 complaints 37% 29 complaints 37%
Upheld Par;ally Upheld Upheld Not Upheld Par;ally Upheld Not Upheld
Complaint Response Timescales
Case Study 2 Complaint:
13% 10 complaints 13%
Customer is very unhappy with delays to a Percentage Complaint Response Timescales PERCENTAGE COMPLAINT RESPONSE TIMESCALES repair to fix no running water in their bathroom. Customer is also unhappy at the lack of communication from us and the contractor’s Percentage Complaints Response Timescales 9 complaints failure to leave a ‘no access’ card. 13 complaints 11% 17.4% Partially Upheld. Percentage Complaints Response Timescales Complaints responded to within 9mescale A new procedure is now in place. The 70 complaints 62 complaints Association’s contractor will ensure that they Complaints responded to 89% 82.6% 9 c omplaints outwith 9mescale notify the Technical Officer when water ingress 11% jobs are cancelled. Contractor’s plumbers have complaints responded to within 9 complaints also been told where the stop valves are found in ;mescale 11% complaints responded to within our properties.
complaints responded to outwith ;mescale ;mescale responded to outwith Customer Sa>sfac>on w ith Complaint Hcomplaints andling Customer Sa>sfac>on wCOMPLAINT ith Complaint Handling CUSTOMER SATISFACTION WITH HANDLING ;mescale Customer Satisfaction with Complaint Handling 70 complaints Customer complained that their gas central 89% 2 complaints 2 complaints Very Sa;sfied Very Sa;sfied 70 complaints heating boiler is continually overheating despite 13% 13% 4 complaints 4 complaints ITH COMPLAINT CUSTOMER S ATISFACTION W 89% 27% Fairly Sa;sfied Fairly Sa;sfied 27% several repairs to the system. It has been
Case Study 3 Complaint:
Determination: Action:
3 complaints 3 complaints repaired five times since last winter. Customer 20% 20% is also unhappy with an adaptation to a walk-in 2 complaints 10% cupboard. Upheld The Association will provide clearer information 5 complaints 25% 1 complaints 1 complaints to tenants when completing planned 7% 7% maintenance work.
HANDLING
Neither Neither Very Dissa;sfied Very Dissa;sfied
5 complaints 5 complaints 33% 33% 4 complaints 20%
Fairly Dissa;sfied Fairly Dissa;sfied Very Sa9sfied Fairly Sa9sfied
8 complaints 40%
Neither Very dissa9sfied
Happy with how we October to December 1 complaint 5% handle your complaint? 2013
If you make a complaint and don’t Fairly receive dissa9sfied a survey after your complaint has been dealt with, don’t hesitate to get in touch.
An important part of our job is to find out if you’re happy with how we dealt with your complaint. Our ‘Customer Satisfaction with Complaint Handling Survey’ allows us to look at how we handle complaints. It isn’t about the result of a complaint – it’s about how we go about dealing with a complaint. For example, we ask if someone who has made a complaint is happy with the speed the complaint was dealt with. We also ask if the information and advice provided by the member of staff who investigated the complaint was helpful.
Got a complaint?
Satisfaction with complaint handling this quarter has stayed the same as the There are many ways to make a complaint: previous three months. Average Time to respond to Complaints • Visit our website: www.qcha.org.uk From October to December 2013, 60% Average time to respond Actual Target • days Call us on 0141 945 3003 of people who complained were satisfi ed Average time to respond to 4.1 5 days stage one complaints with the way their complaint was handled. • Visit us at 45 Firhill Road, 2 time to respond 15.5 days 20 days 60% were also satisfiAverage ed with the resultstoor Westercommon Drive or 6 Dundasvale stage two complaints ‘outcome’ of their complaint. Court • Write to us at 45 Firhill Road, Glasgow, G20 7BE. We’re very grateful to everyone who has We value all complaints and use taken the time to complete a complaint them to improve our services. handling survey.
Thank you
News from the neighbourhoods
20
NEWS FROM THE Dundasvale
efore deck b m iu d o The p
Stair lighting installed The CIG have got additional lighting installed in an area ‘dark spot to help residents and visitors see the stairs leading down to street level from the podium.
Art events
k after ium dec The pod
The Community Hall held two art events in March with an exhibition about the North Area Regeneration and also a book exchange project on 5-9th March. The hall has recently undergone some electrical improvement work with additional safety lighting work being completed.
New staff are in place at the Dundasvale office with a new Housing Officer, Debbie Milne and Housing Assistant Lorraine Davey. There has also been a change to the Assistant Manager with Katie Fox joining the Dundasvale Team as well as continuing her duties for the Woodside area.
IT hub
Scottish Power Scottish Power is working in multi-storey properties and will soon switch over the mains supply. Residents affected will be sent a letter confirming when this work will take place.
New staff
Drainage work Podium deck drainage work is ongoing with work on drains around 18 Dundasvale Court.
We hope that the new IT Hub will be in place at Dundasvale Community Hall towards the end of March. This facility will allow us to provide training for residents who want to get online.
Hamiltonhill / Westercommon Free Easter Event The Community Involvement Group will hold an Easter event on Tuesday, 15th April 2014 at The Courtyard from 11am to 2pm. There will be an Easter egg hunt, Easter bonnet competition, raffle and other fun activities for everyone to enjoy. The event is completely free so come along for tea, coffee and cake. Please note that all children attending the event must be accompanied by an adult.
Easter fun at Westercommon
Timber Basin The Timber Basin site on Panmure Street started in January and is expected to be complete by summer 2015. Properties are planned to be available for let at the start of 2015. Work carried out so far has included piling for the foundations and installing drainage for the development. A road closure was necessary at the top of Firhill Road to allow a connection to the existing sewers and the contractor was also able to carry out connections to
the mains electricity service at the same time. A further road closure on Panmure Street, will be required in the next couple of months for improvement works to the sewers as a requirement of Scottish Water. The Contractor will take this opportunity to carry out works to the pavement and boundary wall at the same time, to avoid future inconvenience to residents.
Westercommon Window Replacement Programme Work on this has progressed very well, with good feedback from tenants on the quality of the windows. The work is due to be completed in early spring, although there are still a number of properties where the contractor has not been able to gain access in order to carry out the work. If your flat has still to have their new windows installed, can you please contact the housing office at The Courtyard on 0141 336 3444 to arrange this.
News from the neighbourhoods
21
NEIGHBOURHOODS Woodside Major works Major works are planned to start at the multi-storeys in Autumn 2014. Collective Architects have provided the Community Involvement Group with a few ideas that have since been developed and will soon be presented to local residents to seek their views on the design and proposed changes. Please keep an eye out for an invitation to an event where you can ask questions about the proposals.
Ecopod building warrant The building warrant for the Ecopod work has been received so work can now begin. Residents will be sent a letter about survey home visits and dates will be given when the work is due to start. Your co-operation to get this work completed is very much appreciated. Please remember the new heating and hot water supply to your homes is designed to save you money on your energy use!
Meet the Queens Cross housing team Over the past few months a number of changes have taken place in the Queens Cross neighbourhood housing team. Tom Canavan, Neighbourhood Housing Manager, now leads the team with Pauline Miller as Assistant Neighbourhood Manager. We’ve recruited two new housing
officers, Donna Ronald and Joe Fitzpatrick. Housing officer, Jennifer Melrose, has joined from Westercommon and Farah Traquair and Kelly Carslaw have been appointed housing assistants. The list below shows you the team members responsible for the Queens Cross neighbourhood, street by street.
Tom Canavan, Neighbourhood Housing Manager
Tom Canavan/Pauline Miller AREA 1 AREA 2 AREA 3 AREA 4 AREA 5 AREA 6 Janice Matthew Joe Fitzpatrick Donna Ronald Jennifer Melrose Laura Smith Sharon McMahon (Housing Officer) (Housing Officer) (Housing Officer) (Housing Officer) (Housing Officer) (Housing Officer) Farah Traquair Pauline Wylie Gemma Henning Kelly Carslaw (Housing Assistant) (Housing Assistant) (Housing Assistant) (Housing Assistant) 9-65 Benview Street 3-31 Bonawe Street Clouston Court 4-66 Ancroft Street 11-84 Braeside Street 23-26 Burnbank 185-208 Firhill Road Terace 2-4 Leny Street 101-129 Firhill Road 3-65 Dalmally Street Hinshaw Street 60-78 Dunard Street 4-54 Cromwell Street 9-25 Murano Crescent 6-45 Firhill Street Fergus Court
99-105 Hopehill Road
40 & 54 Henderson 107A-289B Maryhill Street Road
19-21 Murano Place
645-905 Garscube 5-11 Jardine Street Maltbarns Street 2 & 6 Herbert Street 12-128 Napiershall Road Place
8-84 Murano Street
352-422 Maryhill Road
Kelvinside Ave, 8-34 Nansen St Kelvinside Grove
5-14 Lyndhurst Gardens
10-107 Northpark St 20-129 Kirkland Street Trossachs Street 430-598 Maryhill Rd 7-53 Springbank St 331-611 Maryhill Road Trossachs Court 224-319 North Woodside Road Oban Court 2-37 Seamore Street Queen Margaret Court 1-21 St Clair Street 4-168 Raeberry Street 6-28 Wilton Drive 3-19 Simpson Street 2-171 Wilton Street 36 Tillie Street Wilton Court
2-8 Napiershall Place
News
22
Youth homelessness team given ‘Excellent’ score The work of our CHYP and Fire Station staff has been recognised as ‘Excellent’ by the Care Inspectorate. The ‘Excellent’ score, 6 out of 6, was given for the quality of care and support for the young people using these services. The quality of staffing management and leadership achieved 5 out of 6 or ‘Very
good’. Staff are just waiting on written confirmation of the score. Richard Allwood, Head of Housing Support, expressed his pride in staff: “Our staff work to the maximum every day to provide the young people in our care with the help, advice and support they need to look to the future, get back on their feet and move
on with their lives. Their dedication can be seen in this brilliant result and I’m very proud of them.” Here are just some of the recent activities that have earned the youth homelessness team top marks.
Curry Karaoke Youth homelessness worker, Dougie Buchanan, has combined two of his favourite things – curry and karaoke – to create a great night out. He now regularly hosts a popular curry karaoke that’s enjoyed as much by staff as our residents.
Some of the young people enjoying the curry karaoke
Job Club CHYP and Fire Station residents now have their own job club to go to. The group was set up when we found out that many of our young people had had their benefits sanctioned as they didn’t have the skills or opportunities to apply for jobs online.
At the job club they get support from our staff to complete Department of Work and Pensions (DWP) job logs, do an online job search, put together a CV and complete job applications. The club is held every two weeks in the new IT suite in our Firhill Road office.
Art & Crafts A new arts and craft group has been set up for service users including those with young children. The group meets on a regular basis in The Courtyard, Westercommon and in coming weeks they’ll be making Easter cards.
A tot at our Art Club
News
23
News from our sheltered tenants
Focus group success We held a successful sheltered housing service focus group in January. 30 sheltered tenants attended the event, which had a 1950s café theme and speakers from Royal Voluntary Service, Alzheimer’s Scotland and Maryhill Carers Centre on hand to give information on the services and support they provide. Attendees were also given details of the fantastic Care Inspectorate feedback from our Care Inspection in December 2013, during which four of our sheltered complexes were inspected (Cromwell Court, Windsor, Hopehill, Seamore). The inspector took into account the views of tenants, staff and the standard of paperwork. We’re pleased to announce we received a Grade 5 (very good) on the following 3 quality themes inspected: • Quality of Care and Support • Quality of Staffing • Quality of Leadership and Management We also received praise for our Stag Group, a weekly meet-up for older males, which offers members support, companionship and the chance to enjoy group activities together.
The Stag Group is growing
Staff update
Socialising is a big part of anyone’s life, particularly as we grow older. From making new friends to hobbies and activities which cater to you, it’s not always easy to find opportunities for interaction in later life.
The sheltered housing team would like to extend a warm welcome to our five new housing support workers: • Cromwell Court - Jolene Will, Dorothy Parry • Kirkland complex - Cheryl Maxwell • Firhill complex - Kirstyn Fleming • Woodside complex - Margaret Doherty. We’d also like to thank sheltered housing tenants who kindly volunteered to sit on interview panels on two occasions for prospective candidates. The feedback from those involved was very positive and tenants who took part thoroughly enjoyed the experience.
Through the extensive research of our ‘Getting to Know You’ survey, the Association found that 91% of supported tenants are single households, of which 40% are male. With this data in mind, we identified the potential problem of social isolation, and a gap in social activities that appealed to older men. In response to this, we developed the Stag Group. The only group of its kind at the time in the area, the Stag Group is a place where men get together with likeminded gents to share
some hobbies and a chat. Not only do the men meet up weekly in the Seamore Complex to play darts, cards or pool and enjoy a pie and a pint, but there are also a host of activities available for members. Our members enjoy everything from day trips to lawn bowls, and have recently started taking part in the Association’s IT and digital skills classes, which run every Tuesday between 2- 4pm at Windsor Community Hall. David Nilsen, of Seamore Complex, has enjoyed the
social aspect of the group: “It’s been a great way to meet new people.” The Stag Group was praised by the Care Inspectorate, and following the appointment of two new staff through secured funding, we’re setting up a new Stag Group in each of our four Queens Cross neighbourhoods. The new Stag Groups are open to any men over the age of 60, whether you’re a Queens Cross tenant or not, and we’re always on the lookout for new members. If you’re interested in joining, or have a friend or relative who you think might benefit, please contact Gillian Harkins, Assistant Housing Support Manager, on 0141 589 7442 or gharkins@qcha.org.uk
News
24
A day in the life
I also facilitate two of our Community Involvement Groups (CIGs). We’re currently involved in Scotland’s first Eco Pod project at our Woodside stock, a groundbreaking low carbon heating solution system. Our regular CIG meetings are instrumental in the development of projects such as these.
Martin Harvey, Housing Neighbourhood Manager
This year will mark my 20th year in housing, and each working day brings new tasks and challenges. I lead a team of thirteen staff in the management of two of our areas, Dundasvale and Woodside. These neighbourhoods encompass over 1690 properties and thousands of tenants and their families, and as a result my daily working life is consistent in its variety. I generally start the day between half past 8 and 9 o’clock. I begin by checking my e-mails for reports, or anything that needs dealt with as a matter of urgency which might have occurred through the night or over the weekend. After catching up with my assistant managers and housing officers, I usually have a few meetings with for example the repairs and void team or our estate caretaking supervisor. Much of the work we do is reactive, and so issues I provide support on can vary widely
Amongst all this, my working day can also include jobs as diverse as dealing with councillor enquiries, participation in staff working groups, recruitment campaigns and property walkabouts. from anti-social behaviour and rent arrears, to police involvement and damage to property. It’s important to me to be approachable and open as a manager, so that these concerns can be sorted out confidently and efficiently. I then usually examine some aspect of housing service performance including void performance and perhaps most importantly arrears. I ensure that our housing officers are following our processes and procedures, which allows me to advise them on suitable courses of action. One of the biggest challenges I face is possible evictions, and I have to confirm that our housing team have done everything they possibly can before we take any legal
Staff Changes New Starts Youth Worker: Jessica Fohrmann Eve McGhee Steven Niven Stephanie Sharp Communications Assistant: Kate Wilson Money Advice & Welfare Support Officer: Christine Church Money Advice & Welfare Support Assistant: Trish Hanlon John McGuigan Housing Assistant: Kelly Carslaw Housing Officer: Fiona Cochran
Housing Support Worker: Margaret Doherty (Sheltered) Plumber: David Richford
Leavers Assistant Neighbourhood Manager: Marion McIntyre Plumber: John Mackrell Head of Housing Services: Kevin Nixon
Changes Housing Officer: Donna Ronald Joe Fitzpatrick Housing Assistant: Farah Traquair Suzanne Park Lorraine Davey
action to end a tenancy. Tenancy sustainment is more important than ever to us, especially in the face of the continuing impact of welfare reforms and the economic pressure this has put on so many of our tenants. At the moment we’re heavily involved in providing Housing Options as part of a joint partnership aimed at reducing homelessness across the city, alongside Glasgow City Council, NHSGG&C, Shelter and other RSLs. We see this as an effective way of sustaining tenancies as well as preventing homelessness by coordinating partners from housing, social work and health, to provide responsive service for those in need.
Normally I leave the office around 5 o’clock. While no one working day is the same, at the end of each day I always ensure that nothing is left outstanding, as staff and colleagues are relying on me to provide information which enables us to provide the best possible services. One of the most rewarding aspects of my job is recognising that at the end of a day my knowledge and management has helped my colleagues achieve not only their personal targets and aims, but has also assisted them in carrying out the goals of the Association. We are proud to create and sustain vibrant communities and inspire others to do the same.
Farewell to Head of Housing Services After 25 years of service to the Association, Head of Housing Services Kevin Nixon has decided to leave Queens Cross. Speaking to colleagues upon leaving QCHA on 14th of March Kevin said: “Thank you to everyone who has worked with and supported me over the years. There are too many people to thank personally. “This hasn’t been an easy decision but the time is right for me to take the next step and get ready for a new challenge.” The Association’s Chief Executive Shona Stephen praised the valuable contribution Kevin had made to the lives of tenants over many years of service: “I, the Executive Team and the Board want to thank Kevin for everything he has done for
our tenants in that time. “Kevin has a long and proud record with Queens Cross Housing Association and has contributed to its many successes over the years. Most recently, he has managed us through SST, welfare reform, Housing Options and a multitude of service developments and changes. “Running housing services was no mean feat and he can rightly be very proud of his achievements.” We would like to extend a big thank you to Kevin from everyone at the Association and wish him all the best in the future.
News
25
Regenerators join Bowie on stage
Graffiti art gets cosy Queens Cross staff have been knitting and purling on their lunch hour as part of a new venture from the community development team, Queens Cross Yarn Bombers. The project aims to brighten up the streets of Queens Cross with some woolly art, by covering everyday objects such as lampposts and bollards, with brilliantly coloured knitting. Nicola McGrath, Youth Work Coordinator, is delighted with the turn out, and is looking to get others involved in the future. She said: “We’ve had a great response so far, and we’d like to get tenants of all ages involved in the yarn bombing process. “Not only does it add a little bit of colour and joy to our streets, but it’s also a great way to get people together, working on something for their community.” Yarn Bombing is a global phenomenon, with knitters from Bangkok to Brooklyn enhancing public spaces with pieces of colourful knitting in often unexpected places. Keep your eyes peeled for some on your streets soon!
Just some of the knitting we’ve already created
Queens Cross band, the Regenerators, joined the Sensational David Bowie Tribute Band at Lintel Trust’s charity fundraiser night in February. Held on the Ferry at Anderston Quay, concert goers were able to dance away the post-Christmas blues. Sensational were ably supported by Aye Candy (last year’s ‘Battle of the Bands winners- from Ardenglen and Maryhill); Quirky Jade; The Regenerators (Queens Cross); and The Kay Family
The Regenerators on stage
(Glen Oaks and Link Group). The night raised funds for Lintel Trust who which
supports housing and community-related projects in Scotland.
Yvonne beats the Grand Canyon! In March we bid good luck and bon voyage to Yvonne Langan, Housing Support Worker, as she set off on her journey from Queens Cross all the way to the Grand Canyon, USA, in aid of Capital Radio’s Help a Capital Child. Yvonne spent eight days and nights trekking through the Canyon and sleeping under the stars with other fundraisers from all over the UK. She arrived back at work exhausted but elated with her amazing achievement. Yvonne worked tirelessly to raise money for the charity, which helps disadvantaged and vulnerable children, and has so far drawn in a whopping £3,679. Speaking on her return, Yvonne said: “I’m still running on adrenalin. The trip
Yvonne Langan, Housing Support Worker, just before her trip
was absolutely amazing and I met a great gang of people. “A big thank you to everyone who has helped me along the way.”
Green Space
26
Green Space Serving up more than food
Free community meals and money advice Feeling isolated? Worried about bills? Affected by welfare cuts? Need some tips on how to cook on a budget? Come along to Woodlands Community Garden’s regular sessions in Windsor Street Community Hall for a free, freshly prepared meal. More and more people are finding it hard to afford healthy meals, through no fault of their own. The increasing cost of energy and food along with changes to the welfare system mean that many people are now struggling to make ends meet. As a result, people can sometimes feel lonely and isolated, and unsure of where to turn for advice and support. Woodlands Community Garden’s Local Food Social Support Hubs project aims to provide healthy food in a supportive environment. Our food is vegetarian, and cooked that day using fresh, locally grown ingredients where possible. Our community meals also provide a chance to speak to a financial advisor and get information about
Love Food Hate Waste
Moroccan style chicken stew This delicious thick stew can be varied depending on what you have in the fridge. It’s good served with couscous, rice, baked potatoes or warm pitta bread and salad. It’s also tasty cold the next day served in a wrap.
Ingredients: welfare, benefits and wellbeing. There is free access to the internet, and the opportunity to meet people in a safe and social environment. Woodlands Community Garden also run community meals at the Albany Centre, and other venues in the local area. Please contact Nicola McGrath on 0141 945 3003 or nmcgrath@qcha.org. uk to find out days and times.
Woodlands Community Garden Tel: 0141 332 9311 Mobile: 07419373542 Email: woodlandscommunityinfo @gmail.com
Dash oil 500g boneless skinless chicken, cubed (or use lamb, turkey or pork) 2 onions, sliced 300g chopped vegetables (e.g. carrot, peppers, parsnip) 50g dried apricots,
raisins, sultanas or prunes, halved 1 x 400g tin tomatoes 1 heaped teaspoon each ground cinnamon and cumin 200ml water Salt and pepper
Method: Add oil to a pan, add the onion and cook until browned then add the cubed chicken and stir 2 minutes. Add the chopped vegetables (carrot, peppers, parsnip etc) and cook another 3 minutes, mixing regularly. Add the dried fruit (apricots, raisins, sultanas or prunes), tomatoes, spices, water and seasoning. Bring to a gentle boil, turn the heat down and simmer gently for 20 minutes stirring regularly.
For more tasty recipes and tips on saving time and money, visit www.scotland.lovefoodhatewaste.com
Blooming lovely Queens Cross continues to flourish this spring, with a little help from the Growing Spaces projects in all four of our neighbourhoods. The projects began back in 2012 with our Woodside Community Involvement Group. Local people were consulted on CIG investment, and the idea for a community garden at the heart of high rise multi-storey flats was born. The project was a
success and since then Community Gardens have bloomed in Dundasvale, Westercommon and Queens Cross, with local people of all ages coming together to help each other tend the patches. The gardens provide opportunities to relax and create something, promoting self-esteem and a sense of belonging through ownership. One young local resident with addiction problems
was introduced to the gardens and, in her own words, said: “It has changed my life.” Prior to her involvement in the Growing Spaces she had not been sleeping at night and had very low self-esteem. She’s now at the Growing Space every day, regardless of weather conditions, tending to tomatoes, lettuce, herbs and marrows. Her mental health has now improved; she is sleeping at night
and is happier in herself. The spaces also allow people a chance to get to know their neighbours a little better. The gardening has been popular with people of many different cultures, giving tenants who may not normally identify with each other a chance to meet and share a hobby. One service user told us how she now shares new skills with others. She said: “I speak to Chinese people now – they are my neighbours and before this I didn’t know them.” Future plans for the Gardens include a
wormery and insect area to help local children learn even more about the natural world, and partnerships with Anniesland College and the Princes Trust, which will help young people to develop horticultural skills. The projects are open to anyone and with spring just around the corner, there’s never been a better time to get involved. If you’d like to find out more about Growing Spaces please contact us on 0141 945 3003.
Puzzles
27
Feeling Puzzled?
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Fill in the 9x9 Sudoku grid with digits 1-9 such that each of these 9 digits appears in each row, each column and each 3x3 sub-grid once. Medium Puzzle 9,160,363,222
5 9 4
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Medium Puzzle 9,631,273,459 Back to puzzle
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© Web Sudoku 2014 - www.websudoku.com
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19/03/2014 19:34
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© Web Sudoku 2014 - www.websudoku.com
Riddle corner Can you solve our riddle?
What is as light as a feather, but even the world’s strongest man couldn’t hold it for more than a minute?
Last issue’s answer A hole
19/03/2014 19:35
Editor’s no te: Thanks to an eagle-e yed reader for spotting a mistake in our Winter Wo rdsearch. W ord 14 ‘Slippers’ should have been ‘Slipp ery’
For the attention of all Association members September date for AGM The Association’s 2014 Annual General Meeting (AGM) will take place on Monday 15 September. A letter will be sent to all Association members at the end of May giving formal notice of the date, time and venue of the event. You must be a member of the Association to stand for election or vote to appoint members to our Board of Management or Community Involvement Groups.
nd accessible a better, more nt. more releva a r the plans in Look out fo er, b and, remem month or so f o uest a copy you can req y ocuments b any of our d a. ch ntactus@q email on co n phone o org.uk or by 3. 0 0141 945 30
Get in touch Main Office 45 Firhill Road, Glasgow, G20 7BE Tel – 0141 945 3003
All our offices will close for public holidays on: Friday, 18 April, Monday, 21 April Monday, 5 May, Monday, 26 May
For emergencies, call us on 0808 143 2002.
The closing date for membership applications that will allow you to participate in this year’s AGM is 5pm on Monday 9 June 2014 and Tuesday 30 June 2014 for nominations. A membership application form is available from any of the Association’s offices or can be downloaded from our website on www.qcha.org.uk If you have any questions please email Jade Holbein, Governance Officer, at JHolbein@qcha.org.uk or call 0141 589 7443.
7 1 4 1 0 2 r o f Plans d e l a e v e r e b to cus g issue of Fo As the sprin in t we were went to prin es of putting g our final sta e r plans for th together ou ars. next three ye you, our We’ve asked our staff tenants, and nd what’s to understa you and how important to our services we can make
Public holidays 2014
The Courtyard 2 Westercommon Drive, Glasgow, G20 5PG Tel – 0141 336 3444 Email: contactus@ qcha.org.uk Website: www.qcha. org.uk
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Our office opening hours are Monday to Friday 9am to 5pm Dundasvale Housing Office Flat 1/1, 6 Dundasvale Court Glasgow G4 0DG Tel: 0141 589 7333
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When you have finished with this magazine please recycle it.
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