AUTUMN 2016

OFFICE INFO 355 TORMUSK ROAD, CASTLEMILK, GLASGOW G45 0HF TEL: 0141 634 8016 FAX: 0141 634 9016 E-MAIL: info@ardenglen.org.uk A RECOGNISED CHARITY NO. SC032542 PROPERTY FACTOR REGISTRATION NO. PF000168

Ardenglen News

• Doing what matters most to our customers • Investing in our homes and communities • Making us stronger for the future

OUR OBJECTIVES:

Our very own “personal capacity” building programme called The Only Way Is Up (Skills For Your Future) provides a wide range of opportunities for people to get involved. We usually fi nd that

once a person’s skills and confi dence begins to develop, they’re unstoppable. Taking up new interests widens a person’s network and adds to our collective sense of “community.” Everyone wins!

So, as you can imagine, we were absolutely delighted when the Scottish Government awarded The Only Way Is Up with funding of £43,353 from its People and Communities Fund for another year. In addition, The Learning Together Partnership provided £5,760 towards the programme’s IT training.

A huge thank-you goes to the Scottish Government and the Learning Together Partnership for their continued support.

You might have heard about recent national research which identifi ed high costs associated

with simply going to school. Young people told researchers that poverty affects all parts of their school experience.

We are therefore really pleased to have secured funding of £49,586 from the Scottish Government’s Community Choices Fund to work in partnership with One Parent Families Scotland to deliver a project around the cost of the school day. This will involve working with families that attend Miller and John

Paul Second Primaries to look at ways that might reduce the fi nancial burden of attending school. Our fi ndings will be used by both schools and Ardenglen to support local families in the future.

Thanks to the Community Choices Fund and all our other partners for supporting this vital piece of work.

And so to another vote of thanks – this time a MASSIVE one! We are delighted to announce that the Scottish Government has committed a whopping £1million from its Regeneration Capital Grant Fund towards the cost of developing

the Cathkin Braes Activity Centre. WOW!! This matches the already pledged £1million from Glasgow City Council and really puts the project on a fantastic footing! The Glasgow Building Preservation Trust also recently submitted an application to the Heritage Lottery Fund, on our behalf, which we should know about towards the end of November. Fingers crossed!

A million thank-yous to all at the Regeneration Capital Grant Fund for their fantastic vote of confi dence.

Last, but certainly not least, we would like to thank Glasgow City Council for its continued support of TEEN Zone. Once

again, TEEN Zone has been awarded £6,200 from the Integrated Grant Fund to deliver its Sports Diversionary Programme of dance and cycling.

This means that our young people can continue to engage in free physical activity that boosts their health and wellbeing. Fantastic news!

What can we say? It’s certainly been a busy year so far! Ardenglen believes that it is the fantastic efforts of all our volunteers and participants that is attracting such welcome support. So, the great thing is that it’s not just Ardenglen that appreciates you!!

We Really Appreciate Your Support!

TEENZONE YOUTH COMMITTEE

As everyone knows, Ardenglen works hard to get local people involved in the life of our community. One of the ways we do this is through the delivery of a range of services, activities and events with the help of our brilliant army of volunteers! And it seems that news is out about our vibrant community.

Page 2

Ardenglen’s chairperson Isa Brier gave an upbeat and positive speech at the Associations AGM held on the 7th September 2016.

Isa noted that although she has been a member of Ardenglen’s Management Committee for 24 years this was her fi rst AGM as Chair. Isa started by thanking her predecessor Maureen Cope MBE, who was required to stand down as our chair under our New Rules after the last AGM. This meant the membership didn’t get the chance to properly thank her for all her efforts over so many years. Isa noted that Maureen is an inspiration who has been a driving force for the fantastic improvements in our local area and ensuring Ardenglen remains focussed on our most important customer – you and our tenants!

Isa then reported on the outcome of the tenants satisfaction survey carried out earlier in the year and was pleased to note that 98% of tenants were satisfi ed with our overall service. That’s an increase from 2013 and hopefully refl ects some of the changes we have made.

A key question for us is to ask our tenants if Ardenglen provides Value for Money for their rent and we were delighted to see that 99% of tenants believe we do.

Isa noted that staff and committee have a set of values we work to and one of them is “to guard Ardenglen’s assets as if they were my own”. That means everyone recognises our tenants are under real fi nancial pressure and we need to be careful with the rents that we charge and make sure we spend it wisely.

We also asked our tenants what our key priorities should be going forward and the top three priorities are to keep providing good quality housing, followed by an effi cient repairs service and value for money.

Isa confi rmed we will therefore focus resources on delivering these to the best of our abilities and continue with our major repairs programme for both the inside and outside of our properties.

Going forward, we are slowly getting closer to building some new houses at the former St Martin’s School football pitch up at Cathkin Braes and hope to overcome some planning problems over the next few months and fi nally get things moving.

Isa then handed over to Neil Allan from RSM Auditors. Neil confi rmed that Ardenglen remained in a healthy fi nancial position and that there were no issues of concern.

Members then heard a presentation from the Association’s regeneration manager Lesley Macphee about our plans to refurbish the old St Martin’s Church and develop a new activity centre for our regeneration activities and for cyclists and other visitors to Cathkin Braes. This is an exciting and innovative project which will raise the profi le of Ardenglen and Castlemilk.

Isa fi nished by thanking the staff team and the many groups, organisations and individuals who have helped Ardenglen over the past year, particularly those people who volunteer their time to help Ardenglen invest in our local community.

2016 AGM News

Welcome to the autumn edition of Ardenglen News. We’re sorry there has been a wee break, but we are now back on course to produce a quarterly newsletter, which we hope will provide you with even more information about our performance, regeneration events and what is happening in your local area.

In April we carried out a wide ranging tenant satisfaction survey (many thanks if you took part), in which asked you about any improvements we could make to our newsletter and opportunities to participate. There were some really positive ideas, particularly about improving our web site and how we can better involve the community in decision making.

It is really important that if you take the time to tell us how we can improve, then we respond. We are therefore looking at a range of new initiatives which we will take forward. These will include improving on-line access to our services, delivering value for money and giving you as much information as possible about how

and where we spend your hard earned rent money.

These ideas are still at an early stage, but we think they have the potential to help us signifi cantly improve what we do and how we do it and in particular how you can gauge and infl uence our performance. Look out for information and updates on these in future editions of Ardenglen News.

In this edition there’s a wide range of articles on our work over recent months, a “you said we did” section, news on the many regeneration events that have taken place as well as a calendar of future social trips and what is happening at the Maureen Cope Hall over the next few months.

I hope you enjoy reading our Autumn newsletter and look forward to any comments you may have or any suggestions on how we can improve.

Welcome to Ardenglen News

performance. Look out for information and updates on

work over recent months, a “you said we did” section, news on the many regeneration events that have taken

Many ThanksKenny StocksChief Executive

Management Committee Elections

Our Management Committee is elected annually by our members and takes the lead on setting the values, strategic direction and performance of Ardenglen. Our staff team then carries out the day to day work to meet those goals and objectives.

Our Committee members are all unpaid volunteers, who must sign and work within our Code of Conduct, which sets out the standards expected of each member.

The following members were elected to form the Management Committee for the next year:

Isa Brier ChairMaureen Cope MBE Vice ChairLiz McKenzie Treasurer Ann Marie DochertyFrank YoungSharon NelsonKaren McDonaghIsobel PopeElaine MacPhail

Isa Brier, Chairperson

Page 3

REGENERATION NEWS • REGENERATION NEWS • REGENERATION NEWS

TEEN Zone enjoyed a trip to Edinburgh Zoo on Friday 12th August and again we were lucky with the weather. We even managed to get a glimpse of the Pandas which was lucky for us as the zoo staff said they are normally quite shy. The penguins were a lot more accommodating and were quite happy to wander through all the people who had lined up to catch a glimpse!

Edinburgh Zoo Trip

Two representatives from REVIVE have been representing Ardenglen on the city-wide GoWell Panel which is a project which looks at the impact of housing investment in communities. They recently underwent training to deliver presentations and spoke brilliantly about their GoWell experience. Well Done to Maggie and Marie!

have been representing Ardenglen

presentations and spoke brilliantly

We were delighted to be asked to contribute to the Glasgow and West of Scotland Forum’s Regeneration conference on 17th June. We told everyone about The Only Way is Up and focussed on the great work produced by our Sew Fabulous Up-cycling Project. Feedback was just as “fabulous!”

Glasgow and West of Scotland Forum of Housing Associations

GWSF

Page 4

REGENERATION NEWS • REGENERATION NEWS • REGENERATION NEWS

are delighted to pilot

GUITAR & PERCUSSION WORKSHOPS

Beginning in October @ the Maureen Cope Community Hall

So if you are aged 12 plus and want to learn how to play the guitar and bass guitar along with percussion and don’t know where to start?.....

then we would love to see you on Tuesday 25th October 2016 between 6pm and 8pm.

All instruments will be provided.

TEENZONE YOUTH COMMITTEE

This year’s Children’s Christmas Party @ the Maureen Cope Community Hall will be on Friday 9th December from 6pm to 8pm. This event is open to children pre- school to Primary 7.

Tickets cost £2.00 or £5.00 for a family ticket and are available from Ardenglen’s offi ce on a fi rst come fi rst served basis.

Children’s Christmas

PartyThis year’s Children’s Halloween Party @ the Maureen Cope Community Hall will be on Friday 28th October 6pm to 8pm. This event is open to children pre- school to Primary 7.

There will be prizes for the best dressed (sponsored by Adams & Duncan Funeral Directors).

Tickets cost £2.00 or £5.00 for a family ticket and are available from Ardenglen’s offi ce on a fi rst come fi rst served basis.

We would like to say a massive THANK YOU once again to Adams & Duncan Funeral Directors for sponsoring our Halloween events for another year.

IT’S PANTO TIME

AGAIN!

Tickets available

from offi ce or a Social Committee

member

CHILDREN’S

Party

OH NO IT’S NOT,OH YES IT IS!

Following a successful trip to see “The 12 Days of Christmas “ in the Village Theatre, East Kilbride, it has been decided to purchase tickets again for this year’s production of “Cinderella“.

This will take place on Thursday 24th November. Again tickets are available from the offi ce and are £2.00 each or £5.00 for a family ticket. This trip is open to primary school children.

REGENERATION NEWS • REGENERATION NEWS • REGENERATION NEWS

Following conclusion of our Business Plan for the Cathkin Braes Activity Centre, Lord Provost Sadie Docherty very kindly hosted an event in the City Chambers on 30th

June to present our positive fi ndings to key stakeholders. We are delighted to report that the Business Plan was very well received.

Cathkin Braes Activity CentreCheck out One Direction’s fab fi lm about The Only Way is Up!

One Direction

Page 5

Our Spring Fun Day took place on Friday 15th April and was very well attended.

Blaze Dance and Gary Dunn provided fantastic entertainment for everyone’s

enjoyment. Our Social Committee were happy to provide hot rolls and cakes and

worked tirelessly in the kitchen to ensure everyone was fed. We also had a tombola

stall and our Restart and Sew Fabulous groups displayed some of their recent work.

A BIG “Thank You” to everyone who worked so hard on the day to make it another

Ardenglen success!

Spring Fun Day

Page 6

Our Summer Fun Day took place on Friday 22nd July and it was a busy one! Once again, we had a variety of things to do which included a fabulous petting zoo for the not-faint hearted!

The social committee provided some much needed hot rolls, teas and cakes and the kids enjoyed the entertainment which included magic, balloon modelling and face painting. The bike hub were on hand to carry out minor repairs and we even raffl ed a couple of bikes. The lucky winners of these were Kara Campbell and Yvonne Lee.

Summer Fun Day

Lee.

Fun DayFun DayFun Day10

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Thanks and FarewellWe recently lost two valuable members of the Regeneration Team and would like to thank them for their contribution throughout the year.

First to leave was Rhys from Castlemilk High who came to us throughout the 2015/16 session once a week for work experience; Rhys fi tted in well and was always happy to help! He is pictured with his mentor from Ardenglen, Jackie King our Regeneration Assistant.

Next we said good-bye to Jean Claude from Glasgow University seen here with his mentor, Fiona McGovern our Regeneration Offi cer. Jean Claude’s work included developing further links with members from our BME community and setting up 1 Direction (Men’s Group).

REGENERATION NEWS • REGENERATION NEWS • REGENERATION NEWS

Page 7

Wedding bellsat ArdenglenMany of our tenants will be familiar with our Maintenance Offi cer Peter Boyle, from visits around the estate and assisting with queries.

We hope you will join us in congratulating Peter and Tracy who got married on 27 June at the Eagle Lodge in Bishopbriggs.

We wish both of them many happy years together.

Welcome We’d like to introduce our new Business Support Offi cer Maureen Perry who joined in June. Maureen comes from a background in hotel and university accommodation management and also worked for another housing association in Glasgow before joining Ardenglen. In this new role, Maureen will provide administrative support and ensure we comply with regulatory requirements.

Staffi ng changes at ArdenglenFarewell Lisa Lindsay (centre) has moved on to pastures new. Lisa was with us for just over two years and worked with tenant rent accounts, tenancy support and reports of anti social behaviour. Lisa thoroughly enjoyed her time with Ardenglen but felt it was time for a new experience. We wish Lisa all the best for the future.

Housing Options is a new way to help people deal with their housing needs – both in terms of moving house and also to remain in their current tenancies. Housing Options helps people make informed choices and helps prevent homelessness. The Housing Options model is being used by the majority of social landlords in Glasgow and other local authorities in Scotland.

At Ardenglen we do Housing Options with everyone who wants to live in our area. This includes our own tenants and also people who live with other landlords or people lodging with friends or family. It involves a face-to-face interview which gives you a proper chance to have all your relevant information recorded and avoids you having to complete a lengthy housing application form yourself. Staff will give advice about all the housing opportunities available based on your own personal circumstances and may include advice about other social landlords, private landlords, landlords that offer mid market rented tenancies and even owner-occupation.

During the interview we may also offer to help sort out any current non housing related diffi culties that you are experiencing including fi nancial or personal support advice.

The interview itself takes around 1 hour and you will be issued with a written Action Plan which records your ‘story’, the options available to you and any specifi c action you need to take. The Action Plan is useful for you in applying for housing to other social landlords and it should make the application process easier and quicker as all relevant information relating to you is already recorded.

If you are interested in moving home and are not already on our Housing List then please contact us and make an appointment for a Housing Options interview. You do not need to go through this process if you are already on our Housing List.

Please contact Lauren Docherty on 631 5047 or email wl@ardenglen.org.uk or speak to your own allocated Housing Offi cer.

Housing OptionsDuring April, May and June the Association received 12 neighbour reports about noise causing a disturbance.The noise varied from loud music, noisy visitors and domestic arguments. All incidents took place out with offi ce hours and caused a nuisance, annoyance and in some cases distress.If you are subjected to ongoing disturbances then please don’t suffer in silence. Community Safety Glasgow has Offi cers available 7 days a week from 5 pm until 3 am who will attend, witness and try to

resolve the situation.The Offi cers will determine if the noise is excessive and what course of action is required to resolve, e.g. a request to stop the noise, a warning notice can be served, a £100 fi ne may be issued or the Police may be called.To report an ongoing disturbance please call 0141 287 6688 between 5 pm and 3 am or their 24 hour helpline 0800 0273 901 where you can leave a message and they also accept e mails at commsafetycustomersupport@glasgow.gov.uk

HOUSING SERVICES NEWS • HOUSING SERVICES NEWS • HOUSING SERVICES NEWS

Need help with Noise Disturbance?

If you have had confl ict with a neighbour it can make you feel miserable, unsettled, uncomfortable, anxious and possibly angry.

If you feel it is time to ‘bury the hatchet’ but don’t know where to begin then Glasgow mediation service may be able to help.

The main focus of mediation is to listen, support and encourage neighbours to come up with a resolution that makes them both

happier.

Community Safety Glasgow’s Mediation Service reports a 98% success rate when both parties agree to mediate.

To refer yourself for Mediation or if you have further questions about the service, call 0141 276 7522 between the hours of 9am and 5pm or leave a message on the 24 hour Helpline on 0800 027 3901 or email enquiries@saferglasgow.com

Do you wish to resolve a dispute with your neighbour but not too sure how to go about it?

A new approach to help you with your housing needs.

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HOUSING SERVICES NEWS • HOUSING SERVICES NEWS • HOUSING SERVICES NEWS

We have now reached the half way point of the fi nancial year and up until now we have been busy carrying out our investment programme for the year. The full year’s programme is detailed below;

2016/17 Investment programme

Area Planned works Budgeted cost Estimated install

1-16 Ballantay Rd.264-288 Tormusk Rd.

Remedial works to concrete paths Sanitary replacement and shower install

£13,000

£138,000

May 16–Sep 16

Jan 17– Mar 17

5-26 Tormusk Grove52-62 Tormusk Rd.23-29 Tormusk Dr.

Window and door renewal Smoke alarm replacement

£125,000£3,000

Jan 17– Mar 17

1-43 Scarrel Terrace Window and door renewal Smoke alarm replacement

£110,000£2,000

Jan 17–Mar 17

3a-11 Ballantay Quad.17-21 Ballantay Rd.

Boiler and carbon monoxide renewal Kitchen and bathroom extractor fans

£45,000

£10,000

Oct 16–Nov 16

Oct 16–Nov 16

26-68 Ardencraig Rd. Boiler and carbon monoxide renewal

£43,000 Oct 16–Nov 16

231-257 Ardencraig Rd. Smoke alarm replacement £1,800 Oct 16-Nov 16

120-126, 171-175, 90-94,101-137 Ardencraig Rd.133-147 Ardencraig Dr.6-10 Iris Ave.327-385, 204-240 Tormusk Rd.2-26 Hoddam Ave.3-7 Scarrel Drive 3-11 Scarrel Road

Internal door replacement £660,000 Jun 16- Mar 17

Did you know you can pay your rent quickly and securely via the allpay app on your phone?Once set up you can make payments easily at the press of a button.

To set up the app you need your own individual payment reference. To get your payment reference please text ‘PAY REF’ with your name and address to 07860020769 or email: info@ardenglen.org.uk

Procurement is defi ned as the act of obtaining or buying goods and services. In housing terms some examples of the types of services we procure would include the provision of a reactive maintenance service, undertaking of landscaping or close cleaning and annual gas safety servicing.

From April 2016, legislation from the Scottish Government came into effect in the form of the Procurement Reform (Scotland) Act 2014. As a result, all contracts over a certain amount are now termed as “regulated contracts” and must be procured in an equal, open and transparent way. The threshold amounts are £50,000 for supplies/service contracts and £2,000,000 for works contracts.

Regulated contracts must be advertised on the Scottish Public Contracts website where all suppliers have an equal opportunity to bid for work. Through this legislation, the Scottish Government has an overarching aim of achieving the best value for money for the taxpayer.

This change has far reaching consequences for Ardenglen Housing Association, most notably in the provision of our reactive maintenance service. Up until this change, our work was

awarded year on year to local contractors who had demonstrated commitment to our area and delivered high quality services.

We are now currently in the process inviting contractors to indicate an interest in bidding for the work for the next 3 to 5 years. Initial applications will be assessed and scored based on their capability to undertake the work. The highest scoring contractors will then be asked to submit a cost and a quality method statement on how they intend to execute the works. These documents will undergo a further assessment and scoring process with the highest scoring contractor on a combination of price and quality being awarded the contract.

This change is legislative and is not as a consequence of any decision made by the board or staff of the Association. Through this whole process, our one clear focus is to ensure no deterioration of our maintenance services to rent payers. We will continue to assess satisfaction levels to ensure this goal is achieved.

We will keep you updated on procurement progress in every newsletter. Your contact here is diane.hendry@ardenglen.org.uk, direct dial 631 5046

Changes inProcurement Legislation

LOOKING FOR A NEW HOUSE?

HAVE YOU TRIED HOMESWAPPER (MUTUAL EXCHANGE SCHEME)?The new look Homeswapper website has now been launched. If you are interested in a home swap anywhere in the UK why not register by simply following these steps:

• Log onto www.homeswapper.co.uk

• Fill in your details to create a free account

• Enter details of your current home

• Do upload some photos as it will draw other people’s attention to your property

• Enter details on the kind of home you would like – including where you want to live

• Start searching for your new home

You’ll be able to message other homeswappers directly via the site to gauge their interest in your property

Anyone who’s already registered with Homeswapper should log on and make sure your information is up-to-date

Contact Kerri or Lauren at Ardenglen Offi ce if you would like more information or assistance to register 631 5059 or 631 5047.

Have you got a repair to report that’s tricky to describe? Contact the offi ce as normal (by phone, in person, by e mail, website) and you may be asked to take a photo of the repair and to send it to our e mail address info@ardenglen.org.uk in order that we can see the repair and get a correct diagnosis.

The aim is to improve our service to customers by ensuring we have understood the nature of the repair at the time of you reporting it, to help us to give clear instructions to our contractors and to assist in fi xing repairs at the 1st visit.

SNAP IT –REPAIR REPORTING

Page 9

HOUSING SERVICES NEWS • HOUSING SERVICES NEWS • HOUSING SERVICES NEWS

Glasgow City Council has developed an Environmental Task Force which aims to improve the way the city is maintained and gives the public the opportunity to

make its voice heard through Facebook, Twitter and the free My Glasgow app which is available for all android phones. If you report an environmental issue through social media or the App the information is gathered and passed onto 1 of 30 response teams who will then be dispatched to tackle the issues as quickly as possible.

In order to help keep Castlemilk clean and tidy you can report the following problems to the Task Force;

• Litter• Dog Fouling• Graffi ti• Street Lighting• Road and pavement faults• Road sign faults• Potholes• Weeds• Bulk uplifts• Fly posting• Fly Tipping (illegally dumping waste)

GLASGOW CITY COUNCIL LAUNCHES ENVIRONMENTAL TASK FORCE TO RESPOND TO LOCAL ISSUES

PLANNED MAINTENANCE Internal door replacements at the following addresses are in progress

• 120-126, 171-175, 90-94, 101-137 Ardencraig Road

• 133-147 Ardencraig Drive• 6-10 Iris Avenue• 327-385, 204-240 Tormusk Road• 2-26 Hoddam Avenue• 3-7 Scarrel Drive • 3-11 Scarrel Road

The works are being carried out by CCG and involve replacing all internal pass doors, including the door frames to a new high quality pre fi nished wood effect door. The contract is scheduled to run until February 2017.

The fi rst stage of the work is to survey your property to ensure that on the fi tting day the work goes smoothly as the doors are individually measured and made for each property.

If you have not had your survey or you have been carded for access by CCG please contact our offi ce on 0141 634 8016 and ask for either Nicole or Craig who will co-ordinate a survey visit at a date and time convenient to you.

If you have had your survey and you are waiting for your doors to be fi tted CCG will write to you 1 week before the work is due to commence.

Please note that the work takes approx 3 days to complete and access is required throughout these 3 days, particularly on the 3rd day when the Maintenance Contracts Offi cer requires to post-inspect the work and complete a satisfaction/sign off form and assesses your decoration allowance requirements.

Decoration damage has varied between the properties we have completed so far. Plaster work will be completed by CCG and then tenants are required to complete decoration work using the grant allocated at the sign off visit.

Should you have any questions or concerns please contact us.

Old style internal doors

Electrical TestingThe contractor, McGill Electrical is currently carrying out inspections and testing of the electrical installation in a number of properties. This is to ensure that the electrics are in a good condition and meets the required safety standards, It’s therefore vitally important that you allow the contractor access to your home to carry out the test. Please respond promptly to postcards/phone calls/texts looking for access and we will book in an appointment date and time that is suitable for you.

Painter work Internal close & external painter work has recently been completed at a number of addresses, most notably at Ballantay Terrace, Ballantay Road, Scarrell Road

To report an issue using social mediaFollow Environmental Task Force on Twitter@theenvtaskforce or Facebook EnvtaskforceTo report an issue using a smart phone appDownload their free My Glasgow app onto your apple, blackberry or android phone. The app is suitable for all phones with GPS and can be downloaded from the App Store or Google Play. To report an issue by phone Phone 0300 343 7027To report an issue onlineGo to Glasgow City Councils website and follow the link to make a report https://www.glasgow.gov.uk/index.aspx?articleid=17179

Before

After

After

New and improved internal doors

Page 10

HOUSING SERVICES NEWS • HOUSING SERVICES NEWS • HOUSING SERVICES NEWS

Landscape ServicesWe are committed to maintaining the estate to the highest possible standard. Our landscape contractors Land Engineering are on site on a daily basis following a programme of work to help keep Ardenglen properties and surrounding areas looking good all

year round. They carry out practical tasks such as sweeping dirt and debris from communal paths and bin shelters on a weekly basis as well as carrying out fortnightly litter picks from the entire area – this includes gardens, common areas and parking bays.

Many of you have already met our Welfare Rights Offi cer Paul Pearson. Paul has many years’ experience helping tenants with all manner of benefi t issues as well as budgeting and debt advice. The service is open to all Ardenglen tenants and is completely free and confi dential.

Appointments are available on Wednesdays and Thursdays at Ardenglen’s offi ce and home visits can be arranged for tenants with health or mobility issues.

Welfare Rights Offi cer In order to keep our housing list up to

date we pro-actively contact applicants at the top of the list to confi rm their circumstances and discuss areas of preference and house type.

If we leave you a message or letter you about your housing application it is important that

you contact us to ensure we have up to date information about your requirements and current housing circumstances to ensure that you are on the correct waiting list and for the correct property size and fl oor level/location preference.

During April, May and June the following properties have come up for re-let:

Street Apartment size Property type Applicant category Points

Ardencraig Road 1 x 2 apt 2 x 3 apt1 x 4 apt

3 x tenement1 x new build

3 x waiting list1 x internal transfer

46, 32, 52, 46

Ardencraig Quadrant 1 x 2 apt 1 x tenement 1 x internal transfer 15

Ballantay Road 1 x 6 apt 1 x end terraced villa 1 x internal transfer 40

Ballantay Quadrant 1 x 3 apt 1 x tenement 1 x waiting list 46

Hoddam Avenue 1 x 3 apt 1 x tenement 1 x waiting list 40

Tormusk Place 1 x 2 apt 1 x new build 1 x nomination N/A

We visit every new tenant within 4 weeks of their tenancy starting to ensure that they have settled into their new home and are happy in our area. Often we receive compliments on the standard of our properties, condition of the common areas/garden space, and service from staff members.

Waiting List Review

Here are a couple of comments made recently by new tenants:

New tenant on Ardencraig Road says“I have been delighted with the great service and support by Ardenglen.”

New tenant on Tormusk Road says“I am very thankful to Ardenglen in all you did to help me get rehoused.”

New Tenant Comments

mobility issues. Hoddam Avenue

Tormusk PlaceTormusk Place

Don’t forget In the last 3 months 23 hours of

appointment time has been lost due

to tenants failing to attend or not

calling to cancel their appointment.

In order to ensure Paul can be

the best help possible to all of our

tenants please always ensure you

keep or cancel your appointment.

Many of our tenants take great pride in their gardens and over the Summer months we had some lovely gardens with fabulous blooms on display. During recent estate visits 2 gardens have really stood out, these gardens belong to Mr James Doran at 170 Ardencraig Road and Mrs Sheena Pearson at 171B Ardencraig Road. Well done for all the great work you have both put into your gardens!

Here are some photos of how your communal bin area should look and the standard which Ardenglen expect.

If your bin area does not look like this then we want to know. Please contact us to report any concerns your have about the quality of landscape maintenance in your area. You can do this by;

Visiting the offi ce, Phone: 0141 634 8016, Text: 07860020769, Email: info@ardenglen.org.uk

Page 11

HOUSING SERVICES NEWS • HOUSING SERVICES NEWS • HOUSING SERVICES NEWS

In June this year we appointed Research Resource to carry out our 3 yearly full tenant satisfaction survey. This reached over 400 of you so it really did give us a good picture of your views. We would like to offer a huge thank you to all of you who took the time to participate in this research

You told us that your top 3 priorities are;

• The provision of good quality housing

• An efficient repairs and maintenance service

• Getting good value for money from rent

We managed to record some fantastic satisfaction results;

• 98% were satisfied with the overall service of the Association (96% in 2013)

• 98% felt Ardenglen is good at keeping you informed about services and decisions (98% in 2013)

• 96% were satisfied with the opportunities given to participate in the decision making process (94% in 2013)

• 95% were satisfied with the repairs and maintenance service (95% in 2013)

• 94% were satisfied with the quality of their home (95% in 2013)

• 88% of new tenants were satisfied with the standard of their home (92% in 2013)

• 93% were satisfied with the management of the neighbourhood (95% in 2013)

• 99% thought that the rent being charged represents value for money (76% in 2013)

Taking everything you told us into account, we have come up with a 6 point action plan which around which we will update periodically;

• We will ensure you receive quarterly newsletters which are informative and will focus on both forward planning and retrospective reporting

• We will look at expanding our electronic communication with you

• We will publicise ways in which we can remove barriers to participation

• We will seek to increase satisfaction around complaint handling

• We will increase our volume of stock condition surveys based on feedback

• We will work to address your dissatisfaction around litter in the streets

Satisfaction Survey

When a complaint is received we aim to resolve the matter within 5 working days however if the complaint is more complex and requires a full investigation we aim to respond within 20 working days.

COMPLAINTS RECEIVED YOU SAID, WE DIDHere are some changes we have made based on the complaints we received:

YOU SAIDA customer complained about the length of hold time to get through to the office by telephone.

YOU SAIDBack court grass missed between 22 – 28 Ballantay Road.

YOU SAIDA customer complained that a contractor had not turned up as arranged.

WE DIDWe have extended the number of staff members answering calls coming into the main switchboard.

WE DIDInspected, confirmed the missed cut and arranged for a site visit from our Landscape Contractor to complete the cut as soon as possible. Grass cut was complete and we have increased our monitoring of the grass cutting programme and instructed completion sheets from our contractor.

WE DIDWe investigated the complaint and identified a staff error had occurred and the contractor had not been made aware of the appointment date and time which resulted in poor service to the customer. We apologised for our error and reiterated the importance to staff of instructing our contractors clearly and always ensuring that an appointment date and time is on every works order.

Between April and June 2016 we received

14 complaints

Complaints Upheld

50%

Satisfied

79%

Complaints Partially Upheld

7%

No response

14%

Complaints Not Upheld

43%

Satisfaction Response not required

7%

Complaints Responded to within timescale

100%

Timescales to resolve

Complaints Upheld & responded to within timescale

Customer Satisfaction with Complaints Handling

Community newsTo keep up to date with what’s going on in our communities within Castlemilk and Glasgow, we’ve listed a couple of websites where you will fi nd lots of information about living in Glasgow – there’s events and advice for all age groups.

www.glasgowlife.org.uk/communities

www.netmums.com/glasgow

Surgeries For Sadie Docherty

Date Time Location

First Monday each month. 6.00 pm - 7.00 pm.

Carmunnock Primary School, 158 Waterside Road.

First Tuesday of each month. 6.00 pm - 7.00 pm

Ardenglen Housing Association, 355 Tormusk Road.

Second Tuesday each month. 6.00 pm - 7.00 pm.

Birgidale Complex, 10 Stravanan Street.

Last Wednesday each month. 6.30 pm - 7.30 pm.

St Oswald's School, 83 Brunton Street.

Home visits can be arranged for those unable to attend. No surgeries during school holidays.

Member Details For: Councillor Sadie Docherty (Lord Provost) 

Title:Councillor Sadie Docherty Ward:Linn(1) Party:Scottish Labour PartyElected From:03/05/2012 Elected To:04/05/2017 Address: City Chambers, George Square, Glasgow, G2 1DUPhone:0141 287 4171 E-Mail:sadie.docherty@councillors.glasgow.gov.uk

Ardenglen’sSocial mediaWe’re currently working on updating both the Ardenglen website and Facebook page so please bear with us whilst we make these changes.

The Maureen Cope Hall Facebook page is still live so please visit and see what’s been happening in this lively venue.

WHEN REPORTING A REPAIR PLEASE ADVISETHE CONTRACTOR THAT YOU ARE AN ARDENGLEN

HOUSING ASSOCIATION TENANT

‘REPORT-A-REPAIR’ FREE PHONELINE 0300 303 8000

FOR ALL OTHER REPAIRS YOU SHOULD CALL CITY BUILDING ON:

0800595 595(PRESS OPTION 2 FOR CITY BUILDING)TO REPORT ALL OTHER EMERGENCIES

PLEASE NOTE: WE ARE CLOSED ON THE FIRST WEDNESDAY OF THE MONTH FROM 12 NOON

FOR ALL CENTRAL HEATING & HOT WATER EMERGENCIES YOU SHOULD

CALL CITY TECHNICAL ON:

08445 796 493

TO REPORT GAS EMERGENCIES

ARDENGLEN HOUSING ASSOCIATION

EMERGENCY PHONE NUMBERS

NOTICE BOARDBritish Summer TimeTime to turn the clocks back again...

Remember to put your clocks back 1 hour at 2am on Sunday 30 October.

Glasgow’s biggest and best FREE fi reworks display returns on Saturday 5th November 2016 to Glasgow Green! For more information on timings check http://www.whatsonglasgow.co.uk/event/001924-glasgow-green-fi reworks/

Community noticeboard

ARDENGLEN COMMUNITY NOTICEBOARDWe would like to open up our noticeboard to anyone in the community who would like to say something publicly - it could be

an expression of “thanks,” a simple announcement or news that you would like to share. Just call or pop in to the offi ce and

pass the details on to Maureen on 631 5043 space permitting, we will post your notice in the next edition of our newsletter.