Focus Spring 2013
Queens Cross Housing Association magazine
Factoring survey shows 80% satisfaction pages 14-15
Benefit changes – how will they affect you? page 16
Seeking work?
Join our Work Club page 4
Green energy projects to benefit 1,000 homes Also inside: Your neighbourhood news; Ancroft St. flats for sale
Welcome
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Contents e Welcom 3 Chief Executive’s 4 Message 5 7 9 Work Club Are you unemployed? Need help finding a job? Come along to the Work Club at the Courtyard! Support with CV’s, covering letters, online applications etc… The club will run every Friday 10am-1pm in the IT Suite
Starting Friday 15th February 2013 - All welcome
Like all other housing associations, Queens Cross is adapting rapidly to the challenges and changes brought about by welfare reform and the economic downturn. In five years time I believe we’ll have seen a radical shift in the services we deliver and how we deliver them. We’re using this issue of Focus to share some of our experiences of dealing with these challenges, outlining projects and programmes of work that represent new ways of working. Two new green energy projects will cut heating bills for hundreds of Queens Cross tenants. They’ve been brought about through collaboration with a number of suppliers and government partners and we’re delighted to be introducing innovative technology to our local communities. We also cover the rent increase which, this year in particular, was a difficult decision to make. Board members are very aware of pressures on tenants’ household budgets. At the same time, we must continue to invest in our services and properties for the long term. As a service, we’ll continue to focus on developing strong local communities and greater tenant participation while providing services and initiatives that improve tenants’ lives, help make the most of their income, are effective and represent value for money. Developing our services through a partnership approach with tenants is, I believe, the way forward and over the next few years that relationship will need to be closer than ever.
10-11
Ancroft flats for sale
Green energy works begin!
Job club wants you
Neighbourhood news
3rd party reporting
Factoring survey results
Complaints update
Have a healthy Easter
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Money and benefits
An Accidental Mix
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Contact Rose Daly on 0141 336 3444 for more information. The Courtyard, 2 Westercommon Drive, Glasgow G22 5PG
12-13 14-15
contactus@qcha.org.uk www.qcha.org.uk
Jump in website visits The number of visitors to our new website (www.qcha.org.uk) has increased by 49% in only five short months. Launched in October last year, after consultation with tenants and staff, the most popular pages are vacancies, new developments and applying for a house. As well as advice on paying your rent and community events, the new site features online repairs and complaints reporting, regular updates from our four Community Involvement Groups, information about welfare reform and Association news. Accessible and easy to use The website incorporates RokTalk, an accessibility software which allows the text on the site to be translated into 13 languages. For people with a visual impairment, text size can be increased and background colours changed. We’re already looking at developing the website further, with plans for a mobile phone version of the site in the pipeline.
If you have any comments or ideas on how we can improve the website please email us at contactus@qcha.org.uk
Our website visitor numbers have increased by 50% in five months.
www.qcha.org.uk
Shona Stephen Chief Executive
Main Office: 45 Firhill Road, Glasgow, G20 7BE Tel: 0141 945 3003 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 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
News
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Traditionally modern The traditional red sandstone tenement development in Ancroft Street includes a total of 16 extensively refurbished period two bedroom properties for outright sale with modern features as standard. These ‘Secure By Design’ homes incorporate a selection of high quality features including a fully fitted kitchen with contemporary units, worktops and handles, fully integrated fridge freezer and washing machine, stainless steel sink with chrome mixer taps and enhanced ceramic wall tiling. The Association also includes quality carpets and vinyl as part of the specification – as standard. These flats really do offer buyers the chance to move into a brand new property at minimal outlay. Starting at £90,000 the Association is targeting first-time buyers, people living in social housing, people with a disability, in the Armed Forces or those living with relatives or looking for a new home after a significant change in household circumstances. The properties at Ancroft Street will not be sold to investors or those who do
Flats for sale in Ancroft Street
Ancroft Street
Now Selling! All bathrooms and kitchens are finished to an extremely high standard.
not intend to make the property their sole residence and will be available for outright sale, not part ownership or shared equity. Client viewings will commence shortly. Good news for a number of eager clients who have already expressed interest in particular plots and are keen to see the high standard of finish and specification for themselves. If you are interested, contact Queens Cross Housing Association at 45 Firhill Road by telephone on 0141 945 3003 or email the Sales Team on salesteam@qcha.org.uk
Traditionally modern 2 bedroom flats with a superb level of specification for sale from only £90,000. This is a fantastic opportunity for you to own a property at Ancroft Street.
A NCROFT apartments
traditionally modern
Queens Cross Housing Association Telephone: 0141 945 3003 Email: salesteam@qcha.org.uk
Internet zone will help tenants access online services Tenants who don’t have access at home will be able to get online in a new internet zone being created at the Association’s Firhill Road office.
of public and benefits services can only be accessed online and we’re quickly moving to a situation where not having access to the web is problematic.
The new facility is part of the organisation’s digital inclusion drive and is at the centre of improvement works to the office’s reception area. With works expected to be completed by June, the internet zone will help tenants access the increasing number of services that can only be found on the world wide web.
“This new facility will be a place where people can go online to ensure, for example, that they’re aware of the services and benefits they’re entitled to. We’re also looking at providing training and support for people who want to improve their IT skills.
Neil Manley, Finance Director, is leading the project. He said: “From our tenant survey we know that around 50% of our tenants don’t have a smartphone, laptop, or computer. As we’ve seen with the UK Government’s introduction of Universal Credit, a number
Work will also be carried out to the drains underneath the reception area which should resolve the unpleasant smell visitors have been subjected to for some time. The public waiting area and meeting rooms will be upgraded to make them more comfortable for visitors. All works are expected to be completed in June.
Our reception area in Firhill Road will have a new internet zone for tenants with no online access at home.
“
Work on the new facilities will start in April. We apologise in advance as there will be some disruption to the reception area at Firhill Road however this will be short term as the first phase of work will be completed in May.
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News
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Onwards and upwards for Association’s apprentice We’re delighted to announce that IT Trainee, Brendan Coyle, has found full-time employment with Glasgow West Housing Association. He started his new job in January this year. Brendan joined Queens Cross in August 2011 as an ICT (Information & Communications Technology) Apprentice. The Association assisted him through his Microsoft accreditation and Comp TIA exams. Once qualified, we took him on as a trainee. Brendan played a key role in the ICT department, providing frontline IT support for staff whilst learning about the Association’s networks, databases and software
packages. Queens Cross ICT Manager, David Dick, said:
“
I’m proud that we’ve trained someone to a level where they have moved into a permanent post. I’m sure Brendan will do well in his new position.
Over the past weeks we welcomed the following staff to the Association: Thomas Downs – Willie Hendren – Kenneth McCoy – Richard Cowan – Douglas Carroll –
ICT Assistant Estate Caretaker Handyperson Handyperson Part-time Housing Support Worker (QC East) Sherre Broadfoot – Housing Support Worker (QC East)
Changes: Lynn Armstrong – Housing Officer Lynn McFarlane – Housing Officer Jason Broadfoot – Estate Caretaker Craig Brownlie – Estate Caretaker
Thomas Downs
. . . es h s i W t Bes Our best wishes go to Norma Martin (Assistant Cook), Margaret Williams (Kitchen Assistant) and Linda Gillies (Housing Support Worker - QC East) who have all left the Association. Sara Wood and Jacqueline Balfour are now on maternity leave.
” Unemployed and seeking work? Brendan, IT Trainee, has got a permanent job with Glasgow West Housing Association.
Then our new work club can help A Work Club has started up at The Courtyard, Westercommon and is open to all tenants and residents in the Queens Cross area. The Work Club is an opportunity for people who are job hunting to get help with looking for work online, completing applications, writing a CV, honing interview skills and finding further training opportunities.
How to get online If you’re looking for work today, it’s expected that you’ll have to go online to find the latest job ads. However, our Getting To Know You tenant survey showed that about 50% of tenants don’t have access to the internet. This is where the Work Club can help – it’s staffed with experienced people who can help with everything from how to set up an email address to going through job sites to look for suitable work.
Let us help Rose Daly, Learning Support Worker at the Courtyard said: “We know how difficult it is for people seeking work at the moment. Even people who do have computing experience might be unsure
how to go about searching for work online. This is where the Work Club can help.
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The Association has run computer training classes at The Courtyard for a number of years. We wanted to extend this service by supporting local people who are looking for work but don’t have a computer or know how to use one.
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The Work Club is open from 10am1pm every Friday. You don’t need an appointment – just drop in. If you would like more information, please contact Rose Daly on 0141 336 3444 or Patricia Urquhart on 0141 945 3003.
Work Club Are you unemployed? Need help finding a job? Come along to the Work Club at the Courtyard! Support with CV’s, covering letters, online applications etc… The club will run every Friday 10am-1pm in the IT Suite
Starting Friday 15th February 2013 - All welcome Contact Rose Daly on 0141 336 3444 for more information. The Courtyard, 2 Westercommon Drive, Glasgow G22 5PG
contactus@qcha.org.uk www.qcha.org.uk
News
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
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Your rent increase explained By now you will have received a letter from the Association explaining the rent increase for 2013/14. In this article, we explain the reason for the increase and how we’re tackling big issues like tenant fuel poverty. The majority of the Association’s Board members are tenants and aware that the state of the economy means that everyone is struggling to make ends meet. Wages, pensions and benefits are simply not increasing at the same rate as household costs are rising. For the first time in many years we received a number of comments on the proposed rent increase, including a petition from a number of tenants – all pointing to the difficulties that people are experiencing. The rent increase of 4.6% for 2013/14 was approved by the Board on 26th February after considerable debate about the various issues that the Association has to take into account. This includes ensuring we can deliver high quality services and invest in homes and communities for the next 30 years. In reaching the decision we looked at rent levels of similar, Glasgow based housing associations. We noted that, whilst our rent increase this year may be higher than other Associations in the city, our
actual rent levels are lower on average. We also had to consider the impact issues like welfare reform and changes to supported housing will have on the Association. We recognise that some tenants will struggle when the Bedroom Tax is introduced, when benefit levels are capped and when services to people with support needs are remodelled. We also have an obligation to safeguard the Association’s services and properties for the future, to ensure we can meet our costs and can continue to deliver high quality services. We are committed to bringing homes up to the Scottish Housing Quality Standard and we will deliver the investment promises made under stock transfer. This investment will improve homes and we want to do more. We want to protect homes for the future, ensure our neighbourhoods are desirable places to live and our communities are strong and supported. Tackling fuel poverty is a real priority for us. We want
to deliver energy efficiency programmes that make homes warm and cheap to heat. In this edition of Focus you’ll read about two projects about to start in Westercommon multi storey buildings and the deck access blocks at Woodside that will help nearly 1,000 tenant households with their energy bills. The investment programmes will make apprenticeships available for local young people. At Queens Cross we pride ourselves as being more than a landlord. We aim to serve our communities and empower residents to make positive changes in their lives. Our welfare benefits and money advice teams are there to advise and support people, our community development team help build our communities and provide opportunities for people of all ages. There are challenges ahead for the Association, but we’re committed to firm control of our costs, and we recognise the need to be efficient so that we can continue to provide high quality services now and in the future.
For more information about our services t 0141 945 3003 e contactus@qcha.org.uk w www.qcha.org.uk
Queens Cross take on role of Third Party Reporting Centre What is Third Party Reporting? Many people, for various reasons, are reluctant to report crime directly to the police. Third party reporting is an important way to overcome this. Third Party Reporting Centres are organisations that have agreed to take on the role of third party reporting in addition to the services which they normally provide. Reports of hate crime and domestic violence can be made, by victims and/ or witnesses, to any third party reporting centre including Queens Cross Housing
Association. We will pass the information to the police on the victim’s behalf. The police are then required to act on this as if they had received the report directly from you. Your report will be in confidence and you can give as much or as little personal information as you wish. You don’t even have to give your name if you don’t want to. Our staff have received appropriate training and can also provide you with any additional support or advice required. Third Party Reporting can be made at our offices at 45 Firhill Rd, 2 Westercommon Drive and 6 Dundasvale Court (see back page for contact details).
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How did we perform?
Quarter 3: October to December 2012
Mrs Parker and Mrs Wallace celebrate their very special birthdays. On behalf of everyone at Queens Cross Housing Association we’d like to wish Mrs Parker a very, very happy 100th birthday and Mrs Wallace our best wishes for a wonderful 90th birthday.
Mrs Parker – a very busy life Board and Executive Team members sent Mrs Parker, resident of Cromwell Court, their very best wishes for her 90th birthday. Mrs Parker has led a very busy and active work and family life, raising two children with her husband Daniel in Maryhill and, until only a few years ago, travelling alone to France to visit her daughter. Staff at Cromwell Court admire Mrs Parker’s spirit – she remains a very active member of the complex’s clubs and activities.
Handyperson Service to stop At the time of going to print, the Association were informed by Cordia that their handyperson service, which offers the over 65s help with small jobs around the home, will stop on 28 March. We apologise for the inconvenience that this might cause and we’ll update you as soon as we can provide more information.
Key Performance Indicator
Target for year ending 31.3.13 at 31.12.12
Actual performance
Unpaid rent
3.5%
3%
Average time to re-let a vacant property
14 working days
18 working days
% routine repairs carried out on time
98%
98%
% urgent repairs carried out on time
97%
95%
% emergency repairs carried out on time
100%
97%
% properties with gas certificate
100%
100%
We’re committed to improving performance and it’s our priority to keep customers and stakeholders informed about how we’re performing against our targets. We’re a transparent organisation and want to ensure
Are we achieving our target?
we’re giving our customers the right information at the right time. The chart above illustrates our performance for the period October – December 2012, against some of our key areas that are important to our tenants.
Unpaid Rent Our performance for collecting rent has improved and we have achieved our target, however the Association must continue to work with tenants to reduce this further. Tenants have a responsibility to pay their rent to us on time but unfortunately we do not receive all rent money due. The rental income received enables us
to deliver first class services such as carrying out essential maintenance and investing in our properties. If you are finding it difficult to keep up your rent payments, please contact your housing officer or make an appointment with one of our specialist advisors.
Empty Properties We do not receive rent for properties when they are empty. It is important therefore that we find tenants quickly, but at the same time ensuring properties meet our minimum standards. This means we have to carry out safety checks and carry out any necessary repairs. It is taking us longer than our target time for
new tenants to move into our empty properties. This is mainly due to the level of repairs that are required. It is the responsibility of tenants to ensure repairs are reported to the Association when they live in one of our houses and to maintain good decorative standards.
Repairs We believe we set a high standard for our repairs service, with our target response times being more challenging than many other housing associations. Our target timescales for routine repairs is five working days - two working days for urgent
repairs and four hours for emergency repairs. We have achieved our target for carrying out routine repairs but we are slightly over target for urgent and emergency repairs. We are working closely with our contractors to address this issue.
Performance
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Quarter 3 Complaints Performance The complaints we receive from you continue to drive improvements to the services we provide. The case studies below are just a few examples of where learning opportunities have been identified from complaints. The complaints accreditation status recently awarded to the Association by HouseMark, the first award made to a Registered Social Landlord in Scotland is an acknowledgement that we are positive in handling complaints and that we take every complaint seriously. We’re also benchmarking our performance in handling
complaints against a range of other social landlords. Benchmarking allows us to compare our complaints data with other social landlords, to identify areas where we’re performing well and to pinpoint potential areas where we can improve how we handle complaints. Customer satisfaction is a key element in our complaints process. In our customer complaints satisfaction survey we emphasise that it is satisfaction with the way a complaint has been handled by the Association that we are attempting to measure rather than the outcome of the complaint.
Learning from Complaints Case Study 1 Complaint: Customer is dissatisfied that she has been informed on three separate occasions that a contractor will fit non-slip flooring in her kitchen, however no-one has carried out this work.
Customer satisfaction returns for Quarter 3 (October to December 2012) indicated that 58.3% of customers were dissatisfied with the way their complaint has been handled. The feedback we receive from customers about the way their complaint has been handled is important in identifying improvements and we’ll be using the customer satisfaction information to ensure we improve the way we investigate complaints and respond to complaints within prescribed timescales. If you have made a complaint about a service we provide, please
take the time to complete the complaints customer satisfaction survey which is sent to you following the resolution of your complaint.
Customer satisfaction with complaint handling
Determination: Upheld Training has been delivered to staff to ensure that electrical safety repairs issues are raised as emergency status repair lines. Learning Outcomes Identified: Complaint was due to our from complaints - Case Study 3 Learning contractor failure. We will ensure our contractor’s performance Complaint: Aiscustomer telephoned us to complain about the delay in arranging an of the condensation/dampness in her bathroom. closely monitoredinspection through to completion of the job.
Determination: Training has been delivered to staff to ensure that electrical safety repairsUpheld issues are raised as emergency status repair lines. Learning Outcomes Identified: The repairs team will review inspection requests which remain outstanding and action them Learning from complaints - Case Study 3 Study 2 Learning from Complaints Case when staff are otherwise not available. Complaint: A customer telephoned us to complain about the delay in arranging an Complaint: Customer contacted Determination: inspection of condensation/dampness in her bathroom. Upheld
the Association following water Learning Outcomes Determination: Upheld penetration into her kitchen and Identified: omplaints Response Ti Percentage of Cof omplaints bPercentage y Stage Ccomplaints Percentage Percentage was advised that the lighting in Learning Outcomes Identified: Training has been delivered to kitchen was able bereview used inspection as by stage response timescales The repairs teamtowill requests whichthat remain outstanding andcomplaints action them staff to ensure electrical thewhen repair had completed. staff arebeen otherwise not available. safety repairs issues are raised The customer subsequently as emergency status repair contacted us to advise that her 10 complaints lines. kitchen lights had blown and 14 complaints 16.4% 23% was advised that the repair was Percentage of Complaints by Stage Stage One not an emergency and could 47 cTomplaints 77% take up to five days to complete. Stage wo
Percentage Complaints Percentage Response Complaints Timescales Response Timescales 51 complaints 83.6%
Learning from Complaints Case Study 3 10 complaints 16.4%
Complaint: A customer telephoned us to complain about the delay in arranging an inspection of condensation/ dampness in her bathroom. Determination: Upheld
Learning Outcomes Identified: The repairs team will 51 complaints review inspection 83.6% requests which remain outstanding and action them when staff are otherwise not available.
14 cO omplaints Stage ne
14 complaints 23%
23%
Stage Two 47 complaints 77%
Average timescale for response to stage one complaints Average time to respond to stage two complaints Average time to respond to stage one complaints Average time to respond to stage two complaints
Complaints Responded to within Amescale
Complaints Responded to within Amescale
47 complaints 77% Responded to Complaints
Complaints Responded to Achieved Amescale 4.3beyond working days
Target 5 working d
18.1 working days
20 working
Amescale Average time beyond to respond to 4.3one working days stage complaints Average time to respond to stage two complaints
18.1 working days
Achieved Target Achieved Average 4.3 working time to respond days to 5 working 4.3 working days days stage one complaints Average 18.1 time working to respond days to 20 working 18.1 working days days stage two complaints
5 working days
20 working days Target
5 workingSdays Customer a8sfac8on with Com 20 working days Handling
Green Space
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Green Space Green Space aims to bring attention to the environmentally friendly, money-saving projects and ideas going on in the Queens Cross area and how to live a greener life.
Get in touch with Green Space Do you know of any green or environmental projects that you’d like to share with readers? Contact Margaret Brannan on mbrannan@qcha.org.uk or call her direct on 0141 589 7349.
Recipe Corner
Serv 4 pe es ople
Chilli Con Carne Ingredients: • 400–500g minced meat or veggie substitute • 1 big onion • 2 cloves of garlic (peeled and chopped) • 400g can of kidney beans (to make this dish go further you can add in a can of canellini / haricot beans too) • Half a teaspoon of chilli powder or fresh chilli, de-seeded and chopped (amounts to your taste!)
• 2 peppers, de-seeded and chopped (red and yellow ideally) • 400g tin of chopped tomatoes • A couple of bay leaves • 200ml of either stock or water (you can use stock cubes – follow the instructions on the packet) • Dash of oil • Salt and pepper to taste • Grated cheese to serve
Method: 1. Heat the oil in a big frying pan, then fry the onions until they’ve turned a gold colour and are softened a bit. 2. Add in the mince and garlic and cook through so that the meat’s nice and brown (if using veggie substitute add to dish and move to next step straight away)
3. Next, add in all the other ingredients, stirring well for a few minutes, and leave to simmer for about 25 minutes. Season to taste. 4. Serve with whatever you’ve got in, either rice, pasta or baked spuds.
T
op t This ip: to co is also a o k g a lar reat and then ge pot, e freeze, recipe so n f marg reeze th joy it on make e res arine the t anot d her or yogh of it in ay, u t e i m r m tp write e p on t . It help ots for ty he o s tub i utsid f you wha e t date ’s in it a of the . nd t he
Sow seeds with Dundasvale growers Are you a keen gardener....or don’t know anything about gardening but really want to learn? Then this could be for you! You may have seen activity in and around the community garden in Dundasvale recently (beside the bowling green). The Association arranged for the Coach House Trust to draw up plans and prepare the area – raised beds are now in place; trellis is up - so that tenants and residents in the Dundasvale area can take part in putting their green fingers to the test or learning new skills. The ground is now ready for
sowing seeds and planting vegetables. And to help you along, we’ll be running workshops on everything from how to sow and look after seeds to growing herbs, how to get the best out of raised bed gardening and container gardening. Please look out for posters and information on the gardening workshops – or for more information please contact Patricia Urquhart on 0141 945 3003 or purquhart@qcha.org.uk
Growing Spaces develop in Woodside As reported in the winter issue of Focus, Woodside residents have been developing plans to transform the area into a desirable, high quality, vibrant and sustainable community. Since then the Growing Spaces project has developed with residents taking part in a series of consultation exercises to put forward ideas on how they would like to see unused spaces developed. Queens Cross Community Development Officer for Woodside, Angela Bialek said:
“Growing Spaces is a great way for residents to get involved and have their say on how their local area is developed.” One of the hopes of the residents is that gardening opportunities can be provided as well as upgrading the landscape. Growing Spaces supports local people to create garden areas and promotes health and wellbeing through gardening. The project is being run in partnership with the Coach House Trust. If you’re interested in getting involved, contact Angela on 0141 945 3003 or abialek@qcha.org.uk For more information about the Coach House Trust visit
www.thecht.co.uk
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Equality more important than ever according to Queens Cross Addressing equality and diversity within communities will help the social housing sector better manage the effects of welfare reform according to the association’s equality and diversity champion, Mohammed Razaq. Speaking at the launch our first Equality and Diversity Strategy in February, he said: “At a time when tenants and housing associations are suffering from the impact of welfare reform and changes to the benefits system, we believe that it’s more important than ever to apply the principles of fairness and equality to our services. “The evidence gathered through Getting to Know You has given us clear indications that we need to do more to address inequalities whether that is caused by poverty, age, disability, race, language or other communication barriers. “Our customers are unique and diverse and they deserve a service that is tailored to their individual needs.” The Strategy covers a three year period from 2013-2016 and was developed through widespread consultation with association customers, staff and tenant members of its four Community Involvement Groups. Zandra Yeaman, Training Manager, Positive Action in Housing, who spoke at the event, said: “The Association have produced a
comprehensive action plan that will make a real difference to the 4,500 households of Queens Cross.
“
Tam O’Shanter brought to life Residents of Hopehill sheltered complex were entertained by members of Hopscotch Theatre Company when they put on a performance of Robert Burns’ epic poem ‘Tam O’Shanter’. The poem tells a story of the drinking classes in the town of Ayr in the late 18th century. With the help of a few
props, Rob and Raigan from Hopscotch brought the story of ‘Tam’ to life, explaining the sometimes obscure language along the way and answering residents’ questions. The dramatic and dynamic performance was well received by the tenants as were the tea and cakes that followed.
Tam O’Shanter a couple of verses , “No, wha this tale o’ truth shall read d; Ilk man and mother’s son take hee Whene’er to drink you are inclin’d, Or cutty-sarks run in your mind, Think! ye may buy joys o’er dear Remember Tam o’ Shanter’s mare.” and ad, “But pleasures are like poppies spre d; she is You seize the flower, its bloom Or like the snow falls in the river, r” A moment white - then melts for eve
Want to know a bit more about the bard? Visit www.robertburns.org Hopscotch Theatre can be found on
www.hopscotchtheatre.com
This demonstrates the high level of commitment the Association has towards the provision of a service that is relevant, inclusive and accessible to everyone in the community.
”
Our services are access and responsive to our ible customers’ needs. Equality and diversity obje ctive 4 0141 945 3003 contactus@qcha.org.u k www.qcha.org.uk
Money and Benefits Advice Event Local residents had the chance to put their money and benefit queries to the experts at our Information Day held in the Community Central Hall on 19 February. Our housing and financial inclusion teams were there along with representatives from partner organisations such as Scotcash, G-Heat, Citizens Advice Bureau, Grand Central Savings, Christians Against Poverty and Maryhill and Greater Milton and Possilpark Credit Unions. Around 70 people attended the event with questions being asked on key issues such as Welfare Reform, the Bedroom Tax, Benefit Cap, other benefits and savings. Head of Housing Services, Kevin Nixon said: “It was great to see such a positive turn out for the event. In the current economic climate it is important that people have an opportunity to get the right information on money and benefit issues. Queens Cross are very grateful to all the agencies who took part and the residents who attended to make the day a success.”
Congratulations to the winner of the raffle – Mr John Thorpe who won a Tesco voucher.
About 70 local residents took advantage of our Money and Benefits Advice Day.
See page 16 to find out more about our money, benefits and debt advice services.
News
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Major ECO progra
The Ecopod project will also boost employment in the area by providing apprenticeships for around 10 local 16-19 year olds under Carillion’s TIGERS (Training Initiatives Generating Effective Results in Scotland) scheme, one of the company’s training initiatives. A second green energy system, supported by a ground source heat pump, will provide heating and hot water to 448 flats in four multi-storey properties in Westercommon. Mark Hampson, from Carillion, said: “We are delighted to be working in partnership with Queens Cross Housing Association on this pioneering project. As well as being the first ECO-funded programme of its type in the UK it will also support the local community by helping to build a green-skilled workforce and create vital new jobs.” “Raising the energy efficiency of homes is the most sustainable way to cut heating bills and reduce carbon emissions and we are delighted to be working so collaboratively with Queens Cross and British Gas to deliver these benefits. This is also one of our largest single projects for installing Ecopods and the first in Scotland.” The projects are being partly financed
through the Energy Company Obligation (ECO) programme – with £4.7 million coming from Carillion and Queens Cross funding partner British Gas. As one of the UK’s largest energy suppliers British Gas is a key contributor to ECO, with the funding designed to make significant energy improvements. The Association is seeking to involve owner occupiers in the project to allow them to experience the full benefits of an innovative energy efficient heating system. The EcoPods will be installed on the roof of the buildings complimented by solar thermal panels which produce additional heat into the system to help reduce running costs overall. A bespoke Building Management System (BMS) also monitors the system centrally and continually to ensure optimum performance for the customer. As the name implies, the ground source heat pump is installed underground where the soil temperature is a consistent 10-13 degrees. It harnesses heat from the earth using a series of underground pipes containing glycol (a type of environmentally-friendly antifreeze). Installing the new systems will result in the Association meeting its 2020 carbon reduction targets early and exceeding the Scottish Housing Quality Standard for energy efficiency.
r ne ee gr
The projects are for multi-storey and deck access properties in Westercommon and Woodside. Louise Smith, Director of Property Services, is leading the major programme of works which are due to start in March. She said: “Raising the energy efficiency of homes is the most sustainable way to tackle fuel poverty. Indications from comparison sites with Ecopod and ground source heat pump systems indicate that our tenants will see significant savings on their fuel bills. “We’re proud to be at the forefront of using innovative technology to reduce carbon emissions and energy usage and delighted to be working so collaboratively with Carillion and British Gas to deliver real benefits to tenants.” Ecopod Heating Systems - an innovative and multi award-winning low carbon heating solution system by Carillion - will be installed in around 542 deck access homes in Woodside. This is: • Scotland’s first Ecopod project • UK’s first ECO (Energy Company Obligation) funded Ecopod Heating systems.
a g in ac br re em tu fu
Nearly 1,000 Queens Cross tenants will benefit from warmer homes and up to 40% reduction in their heating bills thanks to two green energy funded programmes involving £19m of investment just announced by the Association.
Ground source heat pump • Installed underground to utilise the earth’s soil temperature • Produces no carbon emissions • Hot water and heating withou t expensive, regular maintenanc e checks contactus@qcha.org.uk www.qcha.org.uk 0141 945 3003
Drop-in events were held for tenants of Woodside and Westercommon to explain how the new green energy projects will benefit them.
“
Raising the energy efficiency of homes is the most sustainable way to tackle fuel poverty.
”
A completed EcoPod with solar panels, Salford
News
11
amme announced
Chief Executive, Shona Stephen, with members of the project team and Woodside Community Involvement Group as the Ecopod made a visit to Raglan Street in March.
And there’s more! A massive programme of improvement works starts this month. The green energy projects at Woodside and Westercommon are part of a bigger programme of work improving homes and properties across the area. Properties in Dundasvale, Burnbank Terrace, Napiershall Street and Cedar multistorey flats will see the start of a range of works to foyer, landing, parking, garden and floored areas. The projects are led and co-ordinated by the Association’s property and asset management staff who
have spent months planning the works which will make a huge difference to the local environment. A full week of drop-in events was held in March to let tenants and residents see drawings, flooring and paint samples and have a discussion with Association team members and suppliers about the final design of foyers, landings and paths and fences due to be upgraded and repaired.
A total of ten events were held in March where tenants and residents found out more about works planned for their properties and local environment.
News from the neighbourhoods
12
NEWS FROM THE Westercommon & Hamiltonhill
Community Garden The Community Involvement Group (CIG) has been busy arranging the Community Garden work behind The Courtyard. If you want to get involved and start growing vegetables, herbs and flowers then please contact our Westercommon office (0141 336 3444) and leave your details. As part of the Association’s environmental work there will also be a “seed bombing” exercise carried out in Hamiltonhill.
Demolition in Hamiltonhill is gathering pace and the contactor is currently clearing the area around Hamiltonhill Rd and Bonhill Street. Should you experience any problems in relation to the demolition programme please contact the Association’s office at 2 Westercommon Drive (0141 336 3444).
Bedroom Tax meetings An invitation to join a gardening project
Easter Fun The CIG are also holding an Easter event on Saturday the 30th March in The Courtyard where there will be an Easter Egg Hunt, Easter Bonnet
Hamiltonhill Clearance continues
Parade, tea, coffee and cakes, and the official opening of the new mural on the exterior front wall. The event will start at 12 noon and will run to 3.30pm.
Successful dog registration The new dog registration scheme has resulted in a great response from dog owners. This scheme allows the Association to manage the number of dogs in multi-storey flats. Owners are sent a certificate and best practice guide once
they’ve registered their pet dogs. No other dogs will be allowed to live in the multistorey flats other than the ones that have been registered under this scheme, and no visitors will be allowed to bring their dogs into the flats as part of this procedure.
Housing staff are currently carrying out face to face interviews with all those tenants affected by the Bedroom Tax. Should you receive a card or letter about this, it’s important that you take the opportunity to discuss how this will affect you and what can be done to deal with the impact of this UK Government legislation.
Computer classes and work club start New computer classes have started in the Courtyard. Anyone can join the classes, from beginners to intermediate users. Please contact Rose Daly if you are interested (0141 336 3444). A Work Club has started in the Courtyard. The Club is available to everyone seeking employment and want to learn how to job search online, create CVs, and apply online for job vacancies. Contact Rose Daly for more information (0141 366 3444).
News from the neighbourhoods
13
NEIGHBOURHOODS Dundasvale Community Garden underway Dundasvale Community Involvement Group (CIG) have been busy organising and developing a community garden beside the bowling green. This area gives residents the opportunity to get involved in growing a range of different plants, vegetables and herbs. Training workshops will be provided as well as gardening equipment - so all you need to do is turn up! If you are interested in joining us, please contact the Association’s office at 6 Dundasvale Court, flat 1/1 on 0141 589 7333.
No pooches please There have been a number of reports about visitors bringing dogs into Dundasvale multi-storey flats. Can tenants and residents please remember that no dogs are permitted in the multi-storey flats? Thank you for your co-operation.
Does the Bedroom Tax affect you? Staff contacted tenants faced with the implications of the UK Government’s Bedroom Tax which will start on the 1st April 2013. If you are contacted, please give staff the opportunity to discuss how we may be able to assist and/or advise you about dealing with the impact of this change.
Woodside
Queens Cross Plans for growth Community Involvement Group (CIG) members have identified an area of land at the back of 472 Maryhill Rd which would be ideal for a small garden area. A coffee afternoon was held on Thursday 24th January to seek the views of residents on this plan and we had a number of positive
Managing dog mess Members have highlighted their concerns over dog fouling in the area and a representative from Glasgow City Council’s Public Health Department will be at our next meeting to assist with an action plan to deal with this nasty problem.
Back to School The CIG were also asked for a small donation towards a mural in the Dunard Street School playground and were delighted to assist. The mural will be unveiled in spring and members of the CIG hope to attend this event. CIG members have worked closely
with the St. Charles’ School Eco Group on the development of a community garden in the Clouston Court area. The children came into the Association’s office recently to speak to the staff about how they travelled to work as part of their school travel plan.
Join our walks CIG members and Housing Officers have regular walkabouts in the area. These events help to highlight areas for improvement. All residents are welcome to attend these walkabouts so, if you are interested, please contact either Evelyn Keegans or Marion McIntyre who can advise of dates and times. We would love to have you along! (Call Evelyn or Marion on 0141-945 3003).
Help us to improve Woodside The Association is looking for local people interested in becoming involved in developing and improving the Woodside area. This involvement can take a number of forms, ranging from becoming a member of the Woodside Community Involvement Group, taking part in estate walkabouts, or participating in tenant
responses from residents. The CIG hope to progress this in spring or early summer and this should brighten up the area for everyone. Members also plan to place some flower boxes in the Springbank St area.
consultation activities. If you would like to find out more about becoming involved in any of these activities, please contact Tom Canavan, Neighbourhood Housing Manager, or Katie Fox, Assistant Neighbourhood Housing Manager on 0141 945 3003 or by email on tcananvan@qcha.org.uk and kfox@qcha.org.uk
Woodside Community Involvement Group is looking for your views.
Safety first
n plan on our actio ty ri o ri p r e nts of Anoth r the reside fo a re a fe is a sa sheltered pehill Road the new Ho arscube t to cross G lobby developmen la roup p n to g IG C e Th . Road tives to d representa local electe for this. gain support
Performance
14
Factoring
Factoring: Owners Survey Owners’ survey shows 80% satisfaction rate
Recent survey results show that 80% of Queens Cross Factoring customers are ‘very’ or ‘quite satisfied’ with the service they receive, an increase of 12% in four years. Since the last survey in 2008 the number of units factored has increased significantly from 1,300 to 2,150.
Recent survey results show that 80% of Queens Cross Factoring customers are ‘very’ or ‘quite satisfied’ with the service they receive, an increase of 12% in four years. Since the last survey in 2008 the number of units factored has increased significantly
The recently released results come from an owners’ survey held at the end of last year to from 1,300areas to 2,150. purpose the we Two meetings tookConducted place identify where we are Research, doing wellthe and areasofwhere can improve. by survey was to inform us of to discuss the survey – one independent research company, IBP Strategy & Research, the purpose of the survey was to The recently released results customers’ views and inform with our focus group and inform us of customers’ views and inform our future service delivery. come from an owners’ survey one with a randomly invited our future service delivery. held at the end of last year to A total of 363 surveys were completed. Questions centred on services provided, customer group of owners. We would identify areas where we are A total of 363 surveys were service and overall satisfaction. like to thank everyone who doing well and areas where completed. Questions responded to the survey and we can improve. Conducted centred on services provided, Two meetings took place to discuss the survey – one withtook our focus and one part in group the meetings for with a by randomly independent research customerWe service and overall invited group of owners. would like to thanktheir everyone who responded to the input. company, & in the meetings satisfaction. survey IBP andStrategy took part for their input. Overall Satisfaction
Overall Satisfaction 80% of our customers are ‘very’ or ‘quite satisfied’ with Queens Cross Factoring as their factor. We’re delighted to see an improvement from 2008 where the overall satisfaction was 68%. An action plan is in place to deliver further improvements.
Customer Service 80% of respondents are ‘very’ or ‘quite satisfied’ with customer service provided by us (up from 77%, 2008), although a significant minority (19%) were very or quite dissatisfied (down from 23%, 2008). One suggestion from owners was that we advise them about staff members’ roles.
57%
60%
2008 (base: 411)
44%
2012 (base: 272)
36%
40% 21%
20%
0%
10%
Very Satisfied
Quite Satisfied
12%
10%
Quite Dissatisfied
10%
Very Dissatisfied
80% of our customers are ‘very’ or ‘quite satisfied’ with Queens Cross Factoring as their 60% factor. We’re delighted to see an improvement from 2008 where the overall satisfaction was 68%. An action plan is in place to deliver further improvements. 42%
38%
Customer Service 40%
20%
0%
10%
Very satisfied
Quite satisfied
9%
Quite dissatisfied
Very dissatisfied
80% of respondents are ‘very’ or ‘quite satisfied’ with customer service provided by us (up from 77%, 2008), although a significant minority (19%) were very or quite dissatisfied (down from 23%, 2008). One suggestion from82%owners was advise them 86% 79% about staff 80% that we 79% 100% members’ roles. This is included in this newsletter.
Repairs and Services Satisfaction with Services Repairs and Services - Satisfaction with Services 50%
0%
The majority of respondents are ‘very’ or ‘quite satisfied’ with all aspects of repairs and services 100% provided by Queens Cross Factoring, particularly in relation to handling of arrears (86%), 50% factoring and administration services (82%) and administration of buildings insurance claims 0% (80%). -50%
-50%
86%
-100%
-14%
82%
-18%
-20%
80% Very or Quite Satisfied
-14%
-18%
-20%
-21%
79%
-21%
79%
Very or Quite Dissatisfied
-21%
-21%
-100% Very or Quite Satisfied
Very or Quite Dissatisfied
Performance
15
Shows 80% Satisfaction Rate 79%
100%
70%
67%
68%
50%
0%
-21%
-50%
Satisfaction with Repairs
-30% Very or Quite Satisfied
79%
-100% 100%
-32%
70%
Routine reactive repairs
The quality of major repairs
-32%
Very or Quite Dissatisfied
67%
68%
Communications about major repairs
Cyclical repairs
50% Cyclical repairs achieved 67% satisfaction, while communication about major repairs and the quality of major repairs achieved 68% and 0% Cyclical repairs achieved 67% satisfaction, while communication about major repairs and the 70% satisfaction respectively. quality of major repairs achieved 68% and 70% satisfaction respectively. -21% -30% -32% We’re pleased to report that levels of -32% -50% satisfaction for almost all aspects of repairsWe’re pleased to report that levels of satisfaction for almost all aspects of repairs and Verysince or Quite Satisfied Veryinorrelation Quite Dissatisfied and services have shown improvement services have shown improvement 2008, particularly to the administration of -100% since 2008, particularly in relation to the buildings insurance claims (80% - up from 66%, 2008). Routine reactive The quality of Communications Cyclical repairs administration of buildings insurance claims major repairs about major Costs and Billing repairs (80% - up from 66%, 2008). repairs
Cyclical repairs achieved 67% satisfaction, while communication about major repairs and the
quality of major repairs achieved 68% and 70% satisfaction respectively.
Costs and Billing The majority of respondents are ‘very’ or ‘quite satisfied’ with the costs of all of the services listed. Satisfaction is highest in relation to the buildings insurance premium (85%) and lowest for common repairs (68%).
Action Plan Communication
76%
75%
-15%
-24%
-50%
Costs and Billing
Future Services
-27%
-26%
-32%
Very or Quite Satisfied -100%
Buildings Insurance Premium
The management fee
Cleaning costs
Maintenance of common grounds
Common repairs
85% 100% 76% 75% 74% 68%of all of the The majority of respondents are ‘very’ or ‘quite satisfied’ with the costs services listed. Satisfaction is highest in relation to the buildings insurance premium 50% and lowest for common repairs (68%). (85%) 0% Action Plan
address areas for improvement. A -15% summary of the actions is below: -50%
• Upgrade website -100% • Publish service standards
-24%
-27%
-26%
-32%
Very or Quite Satisfied
Buildings Insurance The management Premium fee
Repairs and Services
74%
Costs0% and Billing
Although pleased with the results, we have developed an action plan to
85%
100%
We’re pleased to report that levels of satisfaction for almost all aspects of 68% repairs and services have shown improvement since 2008, particularly in relation to the administration of 50% buildings insurance claims (80% - up from 66%, 2008).
Cleaning costs
Maintenance of common grounds
Common repairs
Join us for the spring holiday!
their consent from for It’s time again for the • Carry out review The of repairs andof respondents are majority ‘very’ or ‘quite satisfied’ participation. with the costs of all of the youth project’s holiday communication processes services listed. Satisfaction is highest in relation to the buildings insurance premium programme which this Each youth group also • Continue to carry out surveys after year will(68%). take place in the go on trips to places like (85%) and lowest for common repairs major repairs Benview School Campus Summerlee Heritage Park from Monday 8th April to and the seaside. Friday 12th April. More information about • Need to demonstrate value for money There will be football and Action Plan the trips are available • Carry out post-inspections dance coaching sessions from local youth groups. • Revise invoice layout on each day between Or you can speak to your 1pm and 3pm. friendly youth workers or contact Scott McNair, the Sessions are free for • Carry out cost/benefit analysis of Association’s Community children in Primary 1 offering private repairs, contents Development Officer to Primary 7. However, insurance and private letting (Youth) on 0141 945 on the child’s first day agency. 3003 or smcnair@qcha. a parent/ guardian org.uk must be present to sign
16
Changes to benefits in 2013 – update In the autumn and winter editions of Focus, we highlighted a number of changes to welfare benefits (known as welfare reforms), which were due to start taking effect from 1 April 2013. In this article we provide updated information on welfare reforms, including news of delays in plans to implement certain changes.
The benefit cap – start date delayed In the winter edition we looked at two reforms to housing benefit, the bedroom tax and the benefit cap, which were both expected to start from 1st April 2013. The bedroom tax is still (as far as we know) due to start from 1st April this year. Please note that the information in this article and on our website is believed to be accurate and up to date as far as we know at the time of writing, based on official UK government sources available at that time. However the Government’s plans may change or be subject to unforeseen delay, and some of the relevant law may not yet be finalised or may also be subject to change. To find out if there has been any further update to DWP plans, try the sources of advice listed at the bottom of this page.
What is the benefit cap again? The DWP’s plan is that there will be a cap (a maximum limit) on the total benefit that can be claimed by a person of working age. People who are old enough to qualify for pension credit will not be affected. Certain households will be exempt from the cap depending on what benefits have been awarded.
All of the information this article is believed to be correct and up to date at the time of writing. However the Department for Work and Pensions (DWP)’s plans have already been subject to changes, and may yet change again. To find out if there has been any further update to DWP plans, try the sources of advice listed at the end of this article.
There should also be exemption if you are in supported accommodation provided by a housing association, or a registered charity, or a notfor-profit organisation, where the accommodation provider also provides you with more than minimal care, support or supervision. It is expected that the benefit cap will be: £500 a week – for a couple (with or without children) or a lone parent £350 a week – for a single person with no children in the same household More details about the benefit cap, and other welfare reforms, can be found on our website www.qcha.org. uk. Click on ‘welfare reform’ on the home page to find out more. Or you could contact the association and ask for a copy of our benefit cap factsheet.
The bedroom tax arrives By the time this magazine reaches you, it is expected that the bedroom tax will already be affecting (or will soon affect) people under pension credit age in social rented housing. The bedroom tax is a reduction in the amount of housing benefit that can be paid, where it is decided that your house has at least one ‘extra bedroom’ that is not needed for the size of your household. The number of bedrooms needed is
worked out according to the number of people who occupy your house. Some people are expected to share a room, for example the members of a couple, or 2 children under age 10, or 2 children under age 16 of the same sex. One extra bedroom can be allowed where you or your partner needs overnight care and where the care is provided by someone who does not normally reside in your home. If a child needs a separate bedroom because of their disability, then one unshared bedroom may be allowed for that child, regardless of the age and sex of the child. The reduction in housing benefit is equal to 14% of your rent where you have one “extra” bedroom and 25% if you have 2 or more “extra” bedrooms above your allowance.
Exemptions from the bedroom tax You will be exempt from the bedroom tax if: • You have (or your partner has) reached the qualifying age for pension credit, or • You are in supported accommodation provided by a housing association, or a registered charity, or a notfor-profit organisation, where the accommodation provider also provides you with more than minimal care, support or supervision.
How can I get further advice? If you are concerned about how the changes might affect you, or if you would like any advice about welfare benefits please call us on 0141 945 3003 and ask for welfare rights. You may be offered an appointment at one of the Association’s offices. If you cannot come to an appointment, please request a home visit and one of our welfare rights officers will get back to you about this as soon as possible. Our website: www.qcha.org.uk Our email address: contactus@qcha.org.uk
For advice agencies in Glasgow outside Queens Cross Housing Association: GAIN (Glasgow’s Advice and Information Network): Telephone helpline 0808 801 1011 Monday to Friday 10.00 am to 8.00pm and Saturday 10.00am to 2.00pm. Calls are free from landlines and most mobile numbers. Website www.gain4u.org.uk DWP benefit cap helpline: 0845 605 7064
Getting help about the bedroom tax The Association has been arranging to visit people who it believes may be affected by the bedroom tax, so that help and advice can be offered. If
Welfare Benefit you think you might be affected by the bedroom tax, but have not yet heard from us about this, please get in touch with your area housing team. More details about the bedroom tax, and about other welfare reforms, can be found on our website www.qcha. org.uk. Click on “welfare reform” on the home page to find out more. Or you can contact the association and ask for a copy of our bedroom tax factsheet.
PIP – migration of DLA awards delayed In the autumn edition of Focus we highlighted plans to introduce a new benefit called Personal Independence Payment (PIP), which is intended eventually to replace disability living allowance (DLA) for people of working age. At that time it was expected that PIP would be introduced for new claims and changes of circumstances from June 2013, and that the process of assessing people on DLA under the new PIP would start in April 2014. The main concern for people already getting DLA is that under the new PIP scheme many people may find they are assessed as not entitled to PIP, or entitled to less money under PIP than they had under the DLA scheme. Since then it has been announced that the process of assessing existing DLA awards for PIP (a process known as migration) will not start before some time in 2015.
Last chance to claim DLA If you are age 16 to 64 and not currently receiving DLA, you can still make a new claim, and if awarded you may keep on getting DLA after PIP comes in, possibly until as late as 2015. According to current DWP plans you will not be able to claim DLA after the end of May 2013 unless the DLA claim is for a child under age 16. People who are still getting DLA when they reach age 65 will not be affected by PIP. They can keep on getting their DLA award. To find out more about claiming DLA, and for help to make a claim, see the sources of advice below.
Want to know more about welfare reforms? As well as getting advice you can also check out the ‘Welfare Reform’ section of
our website. Go to www.qcha.org.uk and click on Welfare Reform.
News
17
Queens Cross in complaints accreditation first Queens Cross is one of two housing associations to be awarded the first complaints accreditations in Scotland by performance organisation HouseMark. Audrey Simpson, Head of Business Improvement, led the process for Queens Cross Housing Association. She said: “Being first to achieve accreditation demonstrates a successful cultural change in the association towards complaints. “We’ve come a long way and our tenants and customers are starting to see the benefits in our new approach. “Queens Cross is committed to excellence and continuous
improvement. Having joined HouseMark in March last year we’re able to benchmark our performance against organisations across the UK. This ensures that we’re continually learning and improving services based on the best practices available.” The organisation provided evidence to support compliance against 40 Building Blocks that make up the accreditation’s assessment criteria. HouseMark’s independent assessor interviewed staff, tenants and factoredowners, audited complaints cases and looked in detail at the organisations’ complaints processes including how complaints
are recorded and reported. Commenting on the association’s success, Gez Kinsella, Assistant Director (Consultancy), HouseMark, said: “Queens Cross tested themselves against the challenging accreditation ‘Commitments and Building Blocks’ and passed with flying colours. “In achieving this they have not only demonstrated Scottish Public Services Ombudsman compliance, but have shown that they are open and transparent and is an organisation that welcomes and are willing to learn from complaints. Implementing their report recommendations is further evidence of organisations seeking continuous improvement.”
Kirsty Wells (right), HouseMark Scotland Manager, presents Scotland’s first complaints accreditation award to Audrey Simpson, Head of Business Improvement, Queens Cross Housing Association (left).
Spring into a healthy Easter PEOPLE in Scotland are being encouraged to put a “spring” in their step this Easter by preparing ahead for the holiday period. The NHS Scotland Be Ready for Easter campaign is advising people to take a few simple steps to look after their health. By making sure they have a supply of over the counter medicines, knowing when their GP surgery is open and checking their repeat prescriptions, they can ensure they make the most of the Easter holiday weekend. This year many GP surgeries across Scotland will be closed for up to four days from Good Friday (March 29th) to Easter Monday (April 1st). The four key steps that Be Ready for Easter recommends this Spring are:
Restock your medicine cabinet if needed Common ailments such as colds
can often be effectively treated at home with readily available medicine such as pain relief, cough mixture and cold remedies. Parents are reminded to restock their medicine cabinet with childfriendly remedies.
Use your local pharmacy Your pharmacist can offer advice or help if you need over-the-counter remedies or have run out of any prescribed medication. You can also pick up plasters and antiseptic creams to prepare for any minor accidents.
Make sure you have enough repeat prescription
Green-fingered brothers Euan and Ruari Davies spring into action as they remind us to Be Ready for Easter.
If you or someone you care for requires medicines regularly, make sure you order and collect repeat prescriptions in good time to ensure you have enough medicine to last over the holiday period.
Know when your GP surgery will be open Your local doctor’s surgery may be closed for four days during the Easter weekend from Good Friday to Easter Monday (March 29th – April 1st).
General advice and information on how to stay healthy this Easter can be found at www.nhsinform. co.uk or contact NHS inform on 0800 22 44 88.
18
News
The Garscube development saw 82 brand new high quality homes developed
AGM news Celebrating the completion of our biggest affordable homes programme March 2013 sees the completion of the largest ever development programme in the Association’s 35 year history. We’re proud to have delivered 385 affordable homes in the last three years - all built within a mile of the Association’s office. The new properties have been built over five sites, regenerating derelict land and buildings and changing the skyline of Queens Cross. Helping first time buyers onto the property ladder The challenges facing first time buyers are well known so we’re particularly pleased to have provided 93 flats on a shared equity basis, allowing low income families to purchase their first home. All 93 flats have been sold and the buyers are people from the Glasgow area with an average income level of £22,000. The remaining four are reserved and will complete soon. Shared equity homes are included in each of the schemes ensuring an integrated, multi-tenure approach to support the long term sustainability of our communities. 105 Hopehill Road The Association’s new sheltered housing scheme provides 35 flats for older people with low level support needs, together with communal facilities. The environmentally conscious design has already received commendations at both
Ancroft Street As part of a stock transfer from GHA, the Association acquired 44 derelict traditional sandstone tenement flats in Ancroft Street. Grant funding, under the Improvement & Investment Fund, was awarded for the comprehensive rehabilitation of the tenements to provide 28 flats for rent and 16 flats to be improved for sale to first time buyers. This project may be one of the last comprehensive tenement improvement projects in Glasgow and is due for completion in
The Scottish Home Awards and The Herald Property Awards. Residents have been delighted with their low energy bills although some have taken a little time to get used to the under floor heating system. Garscube Road The Hopehill Road building was developed in conjunction with another project of 82 flats and houses at Garscube Road which together have provided the largest solar hot water project to date in Scotland. Murano Crescent The Association’s largest ever development is Murano Crescent - 140 flats which completed in May 2012. These homes are built overlooking Forth and Clyde canal and the upper floors have some of the most spectacular views in Glasgow. Oban Drive The last of the Association’s new build projects is at Oban Drive on the site of the old North Kelvinside School. Located just off Queen Margaret Drive and near to the Botanic Gardens these flats are proving hugely popular with both tenants and people wanting to buy their first home. March 2013 will see the end of this £11m development with the completion of 10 larger family houses. May 2013. The commitment to retaining the fabric of Queens Cross has been popular with local residents.
The Association will hold its AGM (Annual General Meeting) in September. This is where local people are elected to the Associa tion’s Board of Management and Community Involvement Groups. If you would like to attend the AGM or stand for election you must be a member of the Association. Membership forms are availab le to download from our website www.qcha.org.uk, from our offices at 45 Firhill Road or 2 Westercom mon Drive. We would welcome enquiries from tenants and local residents who are interest ed in joining our Board or Community Involvem ent Groups. You can find out more about the role of a governing body member by logg ing on to our website or contacting Fiona Sm ith, Executive Office Manager by email at FSm ith@qcha.org. uk or by telephone 589 7400 (you can leave a message outwith office hours).
Heritage focus for Refugee Week Scotland 17 – 23 June 2013 Refugee Week Scotland is a week-long festival of arts, cultural and educational events celebrating the contributions refugees have made to Scotland, the communities that have welcomed them and broadens understanding about why people seek sanctuary.
Heritage Heritage is the programme theme this year. Exploring
heritage has the potential to not only get people talking and sharing - but also raises awareness about each of our experiences. It might include oral histories or memories and experiences. Or perhaps cultural traditions, the history of a community or place, historic sites or buildings, collections of objects, books or documents in museums, libraries or archives, natural heritages, landscapes and gardens.
Scottish Refugee Council As a member of Scottish Refugee Council, the Association supports the Council’s work to ensure all refugees in Scotland are treated fairly, with dignity and that their human rights are respected. You can find out more about the Council and Scottish Refugee Week on: Ancro ft S – brin treet gin dereli g tenem ct back ents to life .
Web: www.scottishrefugeecouncil.org.uk Tel: 0141 248 9799 Email: info@scottishrefugeecouncil.org.uk
Puzzles
19
Feeling Puzzled? Sudoku Corner
Spring Wordsearch
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.
APRIL BLOOM BUD CROPS
?
Riddle corner Can you solve our riddle?
What goes up and down the stairs without moving?
Last issue’s answer A river
DAFFODIL EASTER FARMER FLOWER
GROW MAY PLOW SEED
SHOWER SPROUT THAW WARM
Public An Accidental Mix Begins holidays 2013 Creative fun as Glasgow School of Art Students held an open day for local residents.
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Focus magazine is keen to hear from local people about community events, activities, groups and interests. If you’d like to talk to us about an article idea for our next issue or for our website, www. qcha.org.uk, contact Margaret Brannan or Caroline Russell, Communications, Queens Cross Housing Association at email address mbrannan@qcha.org. uk, crussell@qcha.org.uk or call us 0141-945 3003.
Work has begun on Accidental Mix, a major Queens Cross arts project supported by Creative Scotland. Created in partnership with Glasgow School of Art’s Department of Sculpture and environmental art, phase one of the project involves an artist in residence led by sculptor Virginia Hutchinson, exploring making as a means of engagement. Virginia explains the project: “The idea behind the project is to look at how making can facilitate communication - and how this could feed into future art projects within the area.” “Over the summer months we’ll be creating objects using a mobile foundry that I’ve custombuilt. Taking the foundry to various locations within the area, we’ll then put the objects to use locally. The objects will exist temporarily before being melted down into new forms.” “Usually I would have a plan and know exactly what I’ll be producing. This time I have to start doing things first and see what reaction I get. I find it an exciting and dynamic way of working, but also a wee bit scary.” Born in Paisley and educated at Gray’s School of Art, Aberdeen, and the Royal College of Art, London, Virginia’s already had one surprise – a very unexpected local connection: “I was stunned when I found out my great, great grandfather was the creator of the McFarlane mangle, produced at the J&A McFarlane Foundry on Springbank Street. “Given that I have fabricated a
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mobile foundry and found myself working almost in the same street, this makes me even more excited about the work we’re doing here.” An open studio has been set up as base for the project. Over the next few months various groups, including students from the Glasgow School of Art will be adding to the mix and using it as a studio, gallery and resource space. The ‘695’ studio on Garscube Road will be open for various events throughout the coming months and will also act as a place for people to get together or drop in, have a cup of tea and chat about the project. The project runs from February to September this year. It’s being recorded on film and archived online so that the project leaves a legacy for future generations. An exhibition of the work produced during the residency will be presented in September of this year.
The ‘wee reading corner’ encouraged people to take time to themselves.
Sculptor, Virginia Hutchinson, is leading Accidental Mix, a major community arts project supported by Creative Scotland.
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When you have finished with this magazine please recycle it.