Focus Winter 2014

FocusWinter 2014

Queens Cross Housing Association magazine

Also inside: Works at Woodside; staff learn Polish; canal side investment

Pages 18-19

Youth homelessness projects on film Page 13

Bumper winter advicePages 15-17

PROUD TO BE QUEENS CROSS AWARDS

2 Welcome

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 OfficeFlat 1/1, 6 Dundasvale CourtGlasgow G4 0DG, Tel: 0141 589 7333

QC Factoring, 45 Firhill Road, Glasgow, G20 7BE Tel: 0141 561 1105 Email: [email protected] Web: www.qcfactoring.co.uk

Out of Hours Repairs/Emergencies Tel: 0808 143 2002

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Contents

Getting in touch

SHARE YOUR SKILLS

YOUTH HOMELESSNESS ON FILM

WINTER ADVICE

As the nights draw in and the festive season approaches, we look to the people and things we cherish the most to give us comfort - especially when dealing with the Glasgow weather!

To help us celebrate just a few of those who make our lives and communities so special, we held our first-ever Proud to be Queens Cross Awards on 21 November in the Thistle Hotel, Glasgow. It was a really heart-warming and memorable event, with tenants, staff and community groups coming together to share some of their pride and show their appreciation for each other. Well done to all of our winners, finalists and everyone who nominated.

There was also cause for celebration with the anniversary of our CHYP and Fire Station projects. To mark the occasion, we hosted an event in the Glasgow Film Theatre, which featured a screening of a film

by budding filmmaker and Fire Station tenant Claude, as well as photography showcasing all the wonderful moments (and fashion disasters!) the projects have seen over the past two decades. With ex-tenants and ex-staff on hand to share their memories of friendships and achievements, there wasn’t a dry eye in the house.

The project received further recognition as a finalist in the Herald Society Awards. Our Head of Supported Housing Richard Allwood was also a finalist for Society Worker of the Year, and our Board and Community Involvement Group Member Sadie Gordon took home the award in the Unsung Hero category. Elsewhere, our Stag Group were finalists at the TPAS Awards. We’re very proud of them all.

In this issue we also say ‘dzie ń dobry!’ (that’s Polish for hello) to all of our staff taking Polish lessons as part of our ongoing commitment to accessible information; take a look at how our Hopehill Sheltered Complex tenants showed real people power with their successful petition for a Pelican Crossing; and offer some handy hints on the ways you can safeguard your home against the elements and

stay safe this winter.

Season’s greetings from all of us here at Queens Cross.

Welcome

Shona Stephen Chief Executive

Chief Executive’s Message

£140 HEATING DISCOUNT

18-19

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Email: [email protected] Website: www.qcha.org.uk

STAFF LEARN POLISH

STAG GROUPS

PELICAN POWER AT HOPEHILL

NEIGHBOURHOOD NEWS

6-7INVESTMENT NEWS

PROUD TO BE QUEENS CROSS AWARDS

3News

Contents

Over the past twelve months Local Connections has been delivering computer classes and one to one sessions throughout the Queens Cross area.

We’ve established five computing hubs and we’re now recruiting a team of volunteers, or Digital Ambassadors to work with us.

Whether you can offer us 30 minutes once a month or a few hours per week, we’re looking for people who’d love to help show their friends, family and

other tenants the things technology can help you to do.

You don’t have to be a computer whizz to volunteer! Just enthusiastic about learning how to use a computer and the internet and keen to show others how to do the same.

If you’re interested in becoming a Digital Ambassador for Local Connections then please get in touch with Hattie Kennedy by email at [email protected] or call her on 0141 945 3003.

Share your skills and learn some new ones as a Digital Ambassador

Show us your digital skills!Local Connection 项目招募数字大使

在过去十二个月Queens Cross的Local Connection项目一直在整个Queens Cross社区提供计算机课程和一对一的计算机课程的指导. 我们已经建立了五个计算机中心, 我们现在想开始招募数字大使的志愿者队伍, 与我们一起工作.

我们正在寻找那些愿意帮助展示数字技术的可能用途给自己的朋友, 家人和其他居民的志愿者, 您可以为我们每月工作30分钟的时间或每周几个小时. 作为志愿者, 你不必成为一个电脑高手, 只要热衷于学习如何更好的使用电脑和互联网, 热衷于告诉别人怎么做就可以.

如果您有兴趣成为Local Connection 的数码大使, 就请联系海蒂•肯尼迪女士(Hattie Kennedy)

电邮: [email protected] 或电话: 0131 945 3003 。

Find out how our services performed last year in a new type of performance report just out.

The aim of our ‘Annual Performance Report 2013-14’ is to provide you with clear, accurate information

about our repairs services, the quality of our housing, tenant participation, communication and estate management.

You’ll also see how we compare with other landlords in Scotland.

It’s been produced as part of our responsibility under the Scottish Social Housing Charter to let you know how our services are doing and how we plan to improve them.

To find out more about the Scottish Social Housing Charter and the standards of service that we should deliver to you:

Visit www.scottishhousingregulator.gov.uk

Call 0141 242 5642

Email [email protected]

Write Scottish Housing Regulator, Highlander House, 58 Waterloo Street, Glasgow G2 7DA

What’s the Scottish Social Housing Charter?

Get in touch today:

Call 0141 945 3003

Email [email protected]

Want a copy of the performance report?

New report highlights our service performance

4 News

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 BakerScottish Green [email protected]

Bailie Philip BraatScottish Labour [email protected]

Bailie Martin John DochertyScottish National Party (SNP)[email protected]

Councillor Gordon MathesonScottish Labour [email protected]

WARD 11 – HILLHEAD

Councillor Ken AndrewScottish National Party (SNP)[email protected]

Councillor Martin McElroyScottish Labour [email protected]

Councillor Pauline Ann McKeeverScottish Labour Partypaulineann.mckeever@councillors. glasgow.gov.uk

Councillor Martha WardropScottish Green [email protected]

WARD 16 – CANAL

Councillor Chris KellyScottish Labour [email protected]

Councillor Billy McAllisterScottish National Party (SNP)[email protected]

Councillor Helen Stephen Scottish Labour [email protected]

Councillor Kieran WildScottish Green [email protected]

Your local councillors

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

Could you do with some help with electricity costs? Apply now for the Warm Home Discount Scheme.

The Big 6 energy companies are involved in a 5 year programme providing help with fuel bills to low income and vulnerable households. The scheme offers eligible customers a one-off payment on their electricity bill.

Not everyone gets the discount – you have to qualify, but it’s worth finding out if you do.

Those receiving Guarantee Credit element of Pension Credit will automatically qualify, and each supplier

has their own rules about who else can get this help. Low-income households and those receiving certain benefits are among those likely to qualify.

It has been reported that 3.5million eligible UK households have failed to register to receive their discount. So if you think you might qualify, what are you waiting for?

We’re here to help

Our Financial Inclusion Team have the resources to check if you qualify and, if you meet the criteria, help you to register and submit your application to your energy supplier.

Are you missing out on a £140 discount?

The biggest change to the way people register to vote in over 100 years is taking place this year with the introduction of Individual Electoral Registration.

This means that everyone will register to vote individually, rather than by household as they do at the moment.

Glasgow City Council will be writing out to all the city’s residents to advise whether they have been re-registered automatically or if they need to take further action to register. Look out for your letter it will explain what to do.

Registering has never been easier as you can now apply online at www.gov.uk/register-to-vote .

If you have moved house in the past 12 months and are not sure if you are registered to vote please contact the Electoral Registration Office on 0141 287 4444.

Further information is available on the Council’s website at www.glasgow.gov.uk/registertovote .

Changes to voting registration

You can contact the Financial Inclusion Team on: 0141 945 3003 or [email protected]

You can also call the Warm Home Discount Scheme Helpline: 0845 603 9439 Monday to Friday - 8.30am to 4.30pm

Or visit the scheme’s website to find out more: https://www.gov.uk/the-warm-home-discount-scheme/

5Equality & Diversity

Amina - Muslim Women’s Helpline

0808 801 [email protected]

Scottish Charity No. SC027690 Registered in Scotland: SC432921

اردو

عربي

Türkçe

فارسیKiswahili

Hearing your call

Freephone & ConfidentialMonday - Friday10 am – 4 pm

Report Hate CrimeCall us to report a racist incident

Money AdviceCall us to getbenefit /debt advice

Imam on HelplineIslamic advice Monday 10-12pm

Alima on HelplineIslamic advice Friday 10.30-1.30pm

www.mwrc.org.uk

Four intrepid members of QCHA staff are going back to school. Rather than the ‘ABCs’ however it’s learning their ĄĆ&Ź’s that has led our four keen staff members to dust down their study books.

Craig Hanson and Charlie Wood, from our Asset Management Team and Des Phee and Jacqueline Mills, from our Business Strategy Team are taking part in an intensive eight week Beginners Polish for Housing Staff course.

The course, developed by social housing training organisation

SHARE in conjunction with Live Language is designed to provide social housing staff with a basic knowledge and understanding of the Polish language, to better equip them to face possible communication barriers with our customers.

The course also has a uniquely housing focus, so the phrases that students are learning have a real application in their day to day jobs.

Des Phee, Policy and Performance Officer has thoroughly enjoyed the lessons so far. He said:

“The course so far has

been challenging but very enjoyable!

“In terms of communicating and building relationships with our Polish community, learning even a small part of such a rich language and culture is a great step.”

Although we now have relatively recent Polish communities within our neighbourhoods, the links between Woodside and Warszawa are of course long established. The Polish ex-Serviceman’s Club in Glenfarg Street has been a fixture within Queens Cross since the 1950s.

Proszę Powtórzyć za Nauczycielem!

ACCESS TO ADVICE FOR ALL

When Behaviour Goes Beyond Reasonable

Whilst the overwhelming majority of contact between Association staff and customers is positive and respectful, sometimes the behaviour of an individual can make it difficult for us to provide a service.

We’ve recently reviewed our Unacceptable Actions Policy. It outlines how we protect our staff and customers from abusive or threatening behaviour and what we consider to be unacceptable.

Unacceptable actions come in three categories.

• Aggressive, threatening or abusive behaviour

Such as being deliberately rude, making verbal or physical threats, being insulting or making discriminatory remarks.

• Unreasonable Demands

Such as repeatedly asking the same question when an answer has been provided. Repeatedly contacting multiple members of staff about the same subject or repeatedly asking us to do something that we’ve said we are unable to do.

• Unreasonable Persistence

Such as making multiple telephone, email, written or personal contacts. Repeatedly sending copies of information to us. Persistent demands to speak with a particular staff member when this is not possible or appropriate.

If you have questions about this Policy, contact Des Phee at [email protected] or on extension 354. You’ll find a copy of the Policy on our website www.qcha.org.uk

Unacceptable Actions

Our Getting to Know You survey told us of the high levels of financial exclusion among many of our tenants, and Scotland’s 2011 Census showed us that people from ethnic minority communities statistically are almost twice as likely to find themselves in poverty.

We’re delighted to announce that we’re now a partner in an exciting new Financial Inclusion Programme which aims to raise awareness of money advice among ethnic minority communities across Glasgow, and help us tackle these issues within our communities.

The project involves a number of ethnic minority organisations and mainstream agencies in looking at

new approaches to deliver money advice, including money advice surgeries, and staff and volunteer training and development.

Helen McCabe, Financial Inclusion Officer for the programme said:

“CEMVO are delighted to welcome Queens Cross Housing Association to the Financial Inclusion Programme.

“We’re really looking forward to working with Queens Cross as one of the five mainstream organisations in our aim to make money advice services more accessible to ethnic minority communities.”

DID YOU KNOW?In 2011/12, people from minority ethnic groups

were more likely to be in relative poverty (before

housing costs) compared to those from the

‘White - British’ group (28% and 15% respectively).

– Source Scotland’s Census 2011

(L-R) Craig Hanson, Polish teacher Anna Wroblewska, Jacqui Mills and Des Phee in the classroom

6 Investment News

Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News


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Woodside Carillion team have been out and about on site with additional fabric works:

• Capping to parapet walls to 5 high blocks

• Cleaning and repairs to walkway parapet walls, including gutter cleaning.

This picture shows new parapets and how great the blocks look after the completion of the work.

In addition to the improvement works to decks and parapet walls, Woodside residents have advised that a programme of work has been agreed to tidy up the drying areas at Woodside including:

• Removal of material/refuse abandoned in drying areas

• Removal of pigeon mess from the decks

• Repair of detached/damaged netting to the drying areas.

Once the work is complete, the Association will not allow storage of any items in the drying areas. Your patience and understanding during the three weeks that this work is anticipated to take is appreciated.

Mears are continuing to work to make improvements to Queens Cross properties and the surrounding environment at Braeside Street.

This project started in May 2014 and includes stone restoration and repairs to the front elevation of buildings, mastic to windows, renewal of guttering, render work to chimneys, and roof lead works.

Mears have also been instructed to install new front and back

doors. This includes new door entry systems for residents.

This picture shows the high standard of finish achieved to stonework, re-instating the façade back to its former glory

Woodside UpdateThe new EcoPod Heating system is now installed at Woodside in over 500 properties with:

• Pods live in all blocks

• Billing live in all blocks

• Communal installations and boxing in complete.

Help with using your EcoPod heating systemIf you’re not sure how to use your new EcoPod heating system and/or suspect that your costs are higher than they should be, call us 0808 143 2002.

We’ll arrange a visit from one of our trained staff to show you how to use your Ecopad heating controls. We’ll also show you how to get the best and most efficient use of the system for your needs. An updated information pack has now been distributed to all tenants.

If you haven’t received your pack or would like more information, please call us on 0141 945 3003 or email [email protected]

A crucial part of the EcoPod project is to have the existing electric meters changed over to one that is appropriate for the new heating system.

This is simply a change of meter, not supplier.

Glasgow Home Energy advice Team (G-HEAT), part of The Wise Group, is working in partnership with the Association to help with this work.

The benefits are simple: a cheaper tariff. It’s a bit like getting a cheaper phone tariff.

For more information contact Craig Hanson, Property Investment Officer, on 0141 945 3003.

G-HEAT UpdateEcoPod meter exchange programme for Woodside

Heating installation sign offs by QCHA Clerk of WorksCharlie Wood, the Association’s Clerk of Works continues to visit tenanted properties to sign off heating installations.

If you are entitled to a Decoration Allowance it becomes payable once the installation work has been signed off and payment processed.

Spotlight on Braeside Street

Woodside Drying Areas – Tidy Up

Woodside Fabric Works

7Investment News



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Foyer improvements

Residents told us that the foyers and main doors could do with a big improvement to create a more welcoming entry.

The foyers are now proposed to be extended so that residents can approach the building from either side of the block into a generous lobby area, giving access onto an improved lift area.

SecurityWe’ll fit a new door entry system so that the building can be entered from either side. We also propose that the door entry will control the door to the corridor on each access landing. This means that only immediate neighbours will have access to this corridor.

Proposed Works at Cedar Multi Storey Flats [MSFs]

Internal Works to Each HomeWe’ll replace the heating system in each home. We are still considering the best option, and will confirm the heating system at a later stage, once we have appointed the contractor.

Residents told us that everyone uses flats and balconies for drying clothes.

A small number of people use the communal drying areas also. We will improve these spaces to make them warmer and more attractive.

Drying clothes inside the flat can lead to damp problems. By covering in the balconies and making them into sunspaces, we can ensure that all flats have a

warm safe place to dry clothes.

In addition, we will install a new ventilation system, which will remove damp and stale air from the kitchen and bathroom, and bring fresh air into living rooms and bedrooms. This system will also recover heat from the stale air to preheat fresh air coming in, which will save money while ensuring that damp air is removed from each home.

New Heating

Drying Clothes

What progress has been made to date?The Design Team has worked up detailed proposals. The proposals for outside have been submitted to the Council Planning Department and approved. We have also submitted detailed construction drawings to the Council Building Control Department.

Carrying out works will mean disruption for residents. The common areas will be changed around and one lift taken out of action for a while when it is renewed. For the

work to replace windows, heating and ventilation, the Contractor will require access to every home. We hope all the residents will support us to help carry out works to improve the blocks and homes for all.

We’ll provide further information on proposals to residents. The project is due to begin in early 2015.

If you have immediate enquiries, please contact Alison Harris at the Association’s office on 0141 945 3003.

We wrote to residents in early spring to advise and ask for feedback on our progress in developing proposals to improve the three blocks at Cedar. We’ve now developed the proposals in more detail with our consultants, and in line with residents’ views in the questionnaires we received. We would like to give a warm “thank you!” to the residents who assisted us with their responses.

Residents told us that most people experienced problems with the balconies.

We’ve developed proposals to glaze in the balconies to create sunspaces. This will prevent pigeon nuisance, and create a sunspace for clothes drying and for sitting out.

External Works Common Areas

Insulation We’ll install new insulation to a higher standard than other MSFs in the city. This will ensure that residents lose very little heat from their homes.

WindowsResidents told us that the areas round the windows were draughty.

We propose to replace the windows with triple glazed panels, which will retain the heat well, and will fit closely to the insulation to prevent draughts.

Lift Renewal and ImprovementsResidents told us that we needed to install new lifts.

We will install new lifts and create new lift doorways so that both lifts will go to every access floor. This will mean that even if one lift is out of service, the other one will be available at the same floor. The new lifts will be faster and smoother than the old ones, with less waiting time.

CyclingResidents told us that more people would consider cycling if there were secure places to keep cycles.

We propose cycle locking areas inside and outside of the new foyer areas.

Refuse and RecyclingWe will create a new bin store, bulk room and recycling facility. We’ll also improve the bin chutes to reduce blockages.

8 News

In order to keep offering you the highest quality services possible, we know that we have to not only carry out excellent works on our properties (undertaken by the Technical Services Department), but also to look ahead and make sure that they are well maintained in the coming years, for future tenants and generations to come.

To do this we need to carefully consider:

• the cost of renewing our existing building parts

• new building regulations

• legal and health and safety requirements

• how your needs and expectations as residents are changing.

Tam TalkHelp TAM! Team Asset

Management needs you!Want to have your say in how we maintain

and improve your home and area?

Interested in joining? Contact Alison Harris on 0141 589 7409

or email [email protected]

You can help us do this.Team Asset Management is looking to set up a Consultation Working Group to talk about what should be included in a new Queens Cross Housing Standard. This will include looking at standards for kitchens, bathrooms and heating. A maximum of four meetings is anticipated lasting no more than 3 hours each.

The Association works with YourPlace Property Management to offer access to low cost home contents insurance.

Louise Smith, Director of Property Services, said: “Every penny counts but getting insurance might save a bigger cost in the long run.”

The low cost contents insurance helps protect you from the expense of replacing items lost in the event of a fire, flood or theft. Your Place cover offers many benefits:

• Loss of keys, fridge/freezer contents

• Accidental damage to TVs and computers

• Free additional cover for Christmas and other religious festivals

• Goods bought through a catalogue or a weekly payment shop

• No excess on claims• New for old cover on all

goods (except clothing and household linen)

• You choose and pay for only the level of cover you need.

The insurance premium can be paid monthly by direct debit, or you can pay a one off premium each year:

• Premiums start at only £2.50 a month for standard cover, based on £8,000 worth of cover

• Premiums for cover including full accidental damage start from £3.24 a month (£8,000 cover).

For those aged 60 years and over:

• Premiums for standard cover start from only £1.56 a month, based on £5,000 worth of cover

• Premiums for cover including

optional accidental damage start from £2.03 a month (£5,000 cover).

Higher levels of cover are available (up to £35,000).

If you’re interested, call YourPlace on 0800 479 7979, visit www.your-place.net or speak to your housing officer.

MAKE SURE YOU’RE COVERED BEFORE DISASTER STRIKES

Are you unemployed and looking for work?

Have your benefits been sanctioned?

Want to go online to find a job but not sure how to go about it?Through Welfare Reform, the government is encouraging everyone claiming benefits to go online to make applications. The Work Club can help you do this, as well as keep you up to date with changes that might affect you.

Many jobs now require an online application, and our Work Clubs can help open up plenty of opportunities for employment, such as:

• online job searches

• setting up an email address

• writing a CV

• help with interview skills

• where to get further training.

Our Work Clubs are open to everyone, and completely free to drop in, so please come along!

Where Day Time

Cedar Hub Every Thursday 10am – 12pm

For further information, please contact Patricia Urquhart 0141-336 3444, or just drop in and get started!

Making the job search easier

How would you feel if your home was damaged through no fault of your own? Angry? Upset? Probably all those and more.Living in a flat, for example, means your home is at risk of flooding from the tenant above.

Sadly, in recent months we’ve seen a number of incidents where damage has been caused to tenants’ furniture, clothing and bedding by flooding but, by lack of insurance, they’ve had to replace everything from their own pocket.

Find low cost home contents insurance at Your Place

9

Skills for WorkAre you between 16-25 years old and living in the Queens Cross area?

Are you unemployed and want to move into training or work?

To find out more contact Patricia Urquhart, Queens Cross Housing Association. Email: [email protected] Tel: 0141 945 3003

in partnership with

Youth Work News

Two new Skills for Work courses, which help young people get in to work or training, are set to begin in January 2015, in the Courtyard and Windsor Community Hall.

Our last course was a fantastic success, with young people developing a range of skills and being supported through college interviews in a whole range of subjects.

Fiona Haney, who attended last year’s course, said:

“Skills for Work really improved my confidence and gave me structure to my day. The course helped me get ready for college and I’m now enjoying doing NC Beauty at college.”

The course is open to 16-25 year olds, living in the Association area and includes:

• A range of short modules such as: communication, computer technology, building employability skills

• SQA certificates for course modules

• Project-based work on the areas of work you are interested in e.g. construction, hairdressing, business administration

• Confidence building and support with next steps towards further training/work

• Visit to Anniesland College and student cards

• Talks from people and companies from the work areas you are interested in

• Guaranteed interview with Anniesland College for anyone completing the course.

If you would like to get involved in this course, or would like further information, please contact Patricia Urquhart on 0141 943 3003 or [email protected]

Over the past few weeks, our senior youth groups embarked on a film making project.

Using YouTube as inspiration, the young people researched film styles and created short stories, before designing characters and making a stop frame animation.

Youth Work Co-ordinator Nicola McGrath said:

“The film making project was a brilliant way for

our kids to get social and creative, while having fun too.

“The work everyone produced was amazing – next stop Hollywood!”

GET INVOLVEDLeading up to the festive period both junior and senior groups are planning trips and taking part in Christmas craft activities, so come along and join in the fun!

Location Day Time Age

The Courtyard Monday 6 – 7.15pm 5 – 8 years

Monday 7.30 – 8.45pm 8 – 12 years

Friday 4 – 6pm 10 – 16 years

Windsor Hall Tuesday 6.30 - 8.30pm 10 – 16 years

Wednesday 5.30 – 7pm 5 – 12 years

Saturday 11.00am – 1 pm 5 – 12 years

472 Maryhill Rd Thursday 6 – 8pm 10 – 16 years

Get crafty at Christmas

SKILLS FOR WORK COURSE

OPEN NOW!

Senior youth groups get animated!

We’ve got plenty of trips coming up for youngsters

10 Stag Groups

Move On in Glasgow works to prevent homelessness and to support people at risk of homelessness especially young people who have experienced homelessness or been looked after in care, by proving training, support, advice and information.

• Money & Debt Advice

• Literacy & Numeracy Tuition

• FareShare Employability Training (Accredited)

• Peer Education/Personal Development Training (Accredited)

• Mentoring

Contact the Move On staff team at 0141 552 2786 or [email protected]

1st Floor, Martin House, 184 Ingram Street, Glasgow G1 1DA

Steven Niven (far left) and Richard Allwood (far right) with The Stags at the TPAS Awards

Stag Groups get socialNew research from Independent Age last month told us that the number of lonely older men is set to rise 65% in the next 15 years.

We’re doing our bit to help fight loneliness in older men with our Stag Groups, which continue to go from strength to strength.

We now have almost 60 regular members between our 3 groups, and plenty on offer for the Stags.

A few of the men are growing moustaches for Movember, which is to increase focus on men’s health issues. The proceeds raised through sponsorship will be split between Movember Cancer Charities and the Men’s Groups.

In December we will be going to a Partick Thistle match and in January we will be having competitions between the groups playing darts, dominoes and pool.

Growing for gold

Four lucky members of the Stag group attended the TPAS Awards ceremony at the Fairmont Hotel St. Andrews after the group was nominated for an award.

The group were presented with the runners up prize by weather forecaster Sean Batty.

Awards night

THE STAGS WATCH THE STAGGIES!

In the last few months the groups have visited Tennents Brewery and had an overnight stay in Dingwall to watch Ross County vs Aberdeen. The Stags watching the Staggies!

Drop in to join inThe groups are free and open to all men aged 60 or over living in the Queens Cross area. So why not come along, see what’s happening?

Day Time Location

Wednesday 11.30am – 1pm Dundasvale Residents’ Hall

Wednesday 2 – 4pm Westercommon Courtyard

Thursday 2 – 4pm Seamore Street Complex

To find out more contact us on 0141 945 3003 or [email protected], and address your query to William Harvie, Kenny Smith or Steven Niven.

11CHYP & Fire Station Birthday

On Friday 7 November, we held a special premiere of a short film focussing on what it’s like to be young and homeless at Glasgow Film Theatre.

The premiere was part of an event held to celebrate the work of our youth homelessness services CHYP (Council for Homeless Young People) and the Fire Station Project.

A young filmmaker

The 10-minute film is the work of Claude Mutuyimana (23), himself a youth homelessness service user.

Studying digital film making at the SAE Institute in Glasgow, Claude moved to Scotland from Rwanda in his early teens. He moved to CHYP with his brother, Elie, when he was 16 after his relationship with his dad fell apart.

“CHYP is there to catch you”

He says: “My film is all about what it’s like to be young and homeless, how terrifying that can be and how fantastic it is to have services like CHYP there to catch you.

“Without CHYP and Fire Station, I don’t think my life would have turned out as well. And I know that’s true for many other service users.”

Claude’s brother, Elie, is a talented photographer and was also exhibiting his work based on the lives of CHYP residents at the event.

Friendships, education and work

Richard Allwood, the Association’s Head of Supported Housing, says that the demand for safe and secure homes for young people is as important today as when the services were first set up.

“CHYP and Fire Station have helped more than 1,000 young people over 25 years and there is still a significant demand for their services.

“However we offer so much more than we used to. We aim to build confidence and self-esteem. We do lots of sports activities and also help residents in to education, training and work. In fact we deal with the challenges that all young people face today.”

An inspiring and emotional event

The event brought together current and former service users, as well as current and former staff to share stories and memories of projects which have seen so many success stories and friendships formed over the years. By the end, there wasn’t a dry eye in the house!

Richard Allwood said: “It was such an inspiring and emotional event for not only myself but for so many of the people attending.”

Happy birthday CHYP and Fire Station!

Young film maker focusses on youth homelessness

Brothers and service users Claude and Elie at the event

The event was well attended by young people from the project

CHYP also had a starring role on STV Glasgow in November, as part of a 12 minute feature highlighting the many achievements of the project’s tenants and staff.

As well as footage from CHYP and interviews with tenants and ex-tenants from Friday’s Anniversary event, the feature also included a studio interview with young filmmaker Claude Mutuyimana and our very own Head of Supported Housing Richard Allwood.

We’re very proud of everyone who took part in the filming,

including all of our inspiring young people and everyone who works so hard every day

to make the project what it is!

If you missed it, you can watch the feature online at

http://news.stv.tv – you can find a direct link on our website and Facebook.

STV Glasgow filming inside CHYP

Head of Supported Housing Richard Allwood and tenant & filmmaker Claude Mutuyimana in the STV studios

The event was well attended by young people from the project

12 Foud(ry) Art Exhibition

Association staff, projects and board members were finalists and winners in a number of external awards which took place throughout October and November.

At The Herald Society Awards, our Board and Community Involvement Group Member Sadie Gordon won the Unsung Hero category for her

tireless community work. Well done Sadie!

Head of Supported Housing Richard Allwood was a finalist in the Herald Society Worker of the Year category, while CHYP were finalists in the Young People’s Project of the Year category. A great crowd attended the event, and we’re

very proud of everyone involved!

Sadie was also a finalist for the Senior category of the Evening Times Community Champion Awards, and our Stag Group were finalists in the TPAS National Good Practice Awards in the Best Practice in Involving All category.

Well done everyone!

Found(ry) art exhibition on show at Queens CrossFound(ry), a community art exhibition by archaeologists, artists, local people and housing staff, was on show in our Garscube Road facility in October.

The whole project ran over a four week period in September with Queens Cross staff and tenants working collaboratively with visual and sound artists and archaeologists to explore the relationship between the area’s past industrial heritage and its present community.

Incorporating video, sound and art, the exhibition was shown at the Scottish Parliament on 8 October.

Participants looked for objects, sounds and stories from the past along the canal, before processing these into artworks for the exhibition.

For artist Myra Ostachinni, the relationships formed by those taking part throughout are at the heart of the project:

“We had lots of fun and laughter creating the exhibition, from the starting point of collecting objects at the canal to the exhibition itself in Scottish Parliament. A video we made of our journey allows others to see the bond we formed over a short period of time.

“The work for me is always about giving people freedom to create within a framework we’ve set up together, and sometimes becomes about the friendships between the group.”

Scottish Parliament visit

Liz Pirie and James Morton are two Queens Cross tenants who took part in the project and were thrilled with its creative and social aspects. James said:

“We liked everything about it. It gave us a chance to get out and learn different things.

“When we were working on the canal, people were

coming up to us and asking what we were doing and giving us information and we’d give them information back.”

Liz said: “If I wasn’t doing this I’d be stuck at home so it’s been interesting to be learning different things and meeting lots of people we’d never usually meet.”

The project was borne of a long-term partnership between Queens Cross Housing Association and Glasgow School of Art’s department of Sculpture and Environmental Art. The partnership brings together local people with artists, students and educators to encourage creative engagement in the community.

RECOGNITION FOR FANTASTIC WORK

Sadie Gordon receiving her Herald Society Award

Queens Cross tenant Liz Pirie (left) and artist Myra Ostacchini collecting materials for Found(ry)

Some of the project group at Scottish Parliament

LEARNING NEW THINGS

13Staff News

This summer staff cooked up a storm to support Glasgow 2014 and raise money for local charities and groups. Staff teams picked a country to support during the Games and held activities to raise money for worthwhile causes.

Team Canada (HR and Executive Office teams) held a traditional Canadian breakfast morning where staff’ were encouraged to give a donation in order to try some delicious Canadian delicacies such as pancakes, streaky bacon and maple syrup which was all supplied and made by the team.

With the money raised the HR and Executive Office team decided to support a charity which is not only

close to their own hearts but also to that of the community in which they serve, The Maryhill Food Bank.

Team Canada member, Jacqueline McMurchie said: “I am glad that staff gave generously and we were able to donate so much. Especially with the festive period approaching, it is the perfect opportunity to make this donation to what is an extremely worthwhile cause”.

For information on how to make donations to the Greater Maryhill Foodbank please contact 0141 946 6828.

If you need the support of your local foodbank, contact a member of our Financial Inclusion Team on 0141 945 3003.

HR Assistant Jacqueline McMurchie and Governance Officer Jade Holbein with the collection for Maryhill Foodbank

Staff foodbank drive

Staff Update for October/November/December

Contract made permanent Richard Cowan Handyperson Property Services

Queens Cross Housing Association sprinted to sporting victory once again on Sunday 5 October, as the team of housing staff, tenants and supporters hit the streets of Glasgow for the Great Scottish Run in aid of the Lintel Trust.

The Queens Cross team took home a fantastic two titles in the event.

First up, Kenny McCoy, Technical Services Officer at QCHA, raced away with the Lintel Trust Cup for the second year in a row, with an outstanding time of 1

hour and 20 minutes.

The QCHA team then won the overall prize in the Corporate Challenge Run, crowning them not only the fastest team in the housing sector but the fastest business in Scotland!

The team also finished a respectable second in the mixed team prize for men and woman across Scotland.

Runners and Lintel Trust Supporters enjoyed a speedy recovery after the event, thanks to the continued support of Glasgow Association for

Mental Health (GAMH) in their recovery room at Glasgow Green, with some post-race refreshments courtesy of Queens Cross.

Pauline Barbour, Lintel’s Director said:

“Many thanks for another valiant effort from the Queens Cross team to raise funds for Lintel Trust!

“On behalf of Trustees and projects I’d like to thank everyone who took part, and I also pass my thanks on to GAMH for providing a resting place for weary runners!”

SPORTING GLORY FOR QUEENS CROSS!

Chief Executive Shona Stephen with our winning team

NEW STARTS

CHANGES

Craig McKay Temporary Credit Controller Property Services

Kenneth Hearton ICT Officer Corporate and Community Services

Andrea Quinn Temporary Business Support Assistant Corporate and Community Services

Lesley Rankin Housing Support Worker (nights) Housing Support

Ellen Carlton Sessional Housing Support Worker Housing and Support Services

Claire Brawley Sessional Housing Support Worker Housing and Support Services

William Harvey Temporary Older People’s Activity Worker Housing and Support Services

CHRISTMAS PARTYWe’re holding a Sheltered Housing Christmas Party on Wednesday 10th December in the Woodside Halls.

The party venue is for all of the complexes.

The party will feature a cabaret act, who’ll sing us through the 60s 70s and 80s.

14 News

Congratulations to Eric and Margaret Cohen, who celebrated their Ruby Wedding Anniversary with a party at our Cromwell Court Sheltered Complex in October.

Eric and Margaret very kindly laid on a fantastic spread for their fellow tenants and the complex’s staff for the occasion. The couple have spent 40 happily married years together, travelling the world from Paris to Pisa to London to Maryhill, and are still very much in love!

HAPPY ANNIVERSARY TO THE COHENS

Rent consultation in JanuaryThe Association reviews its property rental charges each year so that we can deliver the services needed to keep your property in good order and our wider services affordable.

As part of this process we want to consult with you on our plans and proposed rent levels for the next financial year, 2015-16.

The Association will begin the annual rent consultation on the 12th January 2015.

The consultation will look at setting rents for the year, starting on 1st April 2015 to 31st March 2016.

Look out for a letterIf you’re a Queens Cross tenant, please look out for a letter from us in the New Year inviting you to take part in the rent consultation.

It will run for 30 days and is your opportunity to give us your views on proposed rents for 2015-16. You will be able to do this in a number of ways:

• Talk to a member of our housing team face to face

• Call and talk to one of our housing team (0141 945 3003)

• Email us on [email protected]

FeedbackWe hope that you contact us so that we can discuss rent setting and the services we provide to you as a Queens Cross tenant.

All of your feedback will be recorded and presented to the Association’s Board for their consideration in February 2015.

Canal side investmentOh wouldn’t it be lovely if…

…the canalside at Firhill was a busy place for people to spend their leisure time?

…there was a safe and easy route between Westercommon, and the new health centre opposite our main office on Firhill Road?

..there were more houses and businesses, such as bike hires, along the canal?

The canal side at Firhill is set to come to life, with new plans for regeneration.

Glagow City Council has identified the area around the canal and at the heart of Queens Cross as a priority for regeneration over the next five years.

A partnership has been formed between the Council, the Association, Scottish Canals and a number of community groups to come up with ideas for the area.

Early in 2015 there will be a four day event to bring together anyone who has an interest in the area.

This is your chance to help shape the future of this area and bring the community together. So look out for posters, flyers and news on our website that will invite you along once dates are set.

New path and seating along the canal

Applecross buildings

Festival on the canal

Eric and Margaret Cohen celebrating 40 years of marriage

Eric & Margaret Cohen celebrating with Sheltered

Complex staff

15Ready for winter?

Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE

t: 0141 945 3003 e: [email protected] w: www.qcha.org.uk

Our welfare rights team provide free, confi dential advice to Queens Cross Housing tenants.

Want to know more about welfare benefi ts?

We’re here to help. Want to know more about welfare benefits?

We’re here to help.

Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE




We’re here to help. Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE




We’re here to help.

Eric and Margaret Cohen celebrating 40 years of marriage

Over the coming weeks we’re likely to see the traditional mix of freezing weather and rain.

This column gives you some tips and advice on how to keep fuel bills down whilst staying warm and how to protect your home in the worst of the weather.

Much of this information is available on the Scottish Government’s website www.readyscotland.org

There’s also a Ready Scotland mobile app (for iPhone and Android systems) to help you prepare for a range of emergencies.

GRITTINGTo ask about getting your road gritted, call Glasgow City Council’s Roads and Lighting Department on 0800 37 36 35 or 0141 276 7000. Have your postcode and street name ready.

OUR EMERGENCY FESTIVE AND WINTER PLANS ARE IN PLACEBurst pipes, power failures, heavy snowfall and boiler break downs are a fact of life and can happen at any time, especially during winter. We want to ensure that, should an

emergency happen in your home when our offices are closed we provide the essential services needed to get you back to normal as quickly as possible.

An emergency can be a fire, flood, major electrical failure, a break-in or where a tenant has no heating or hot water.

It can also mean that something

significant has happened and you need to let us know. For example, if you can’t get out of your home because paths/roads are blocked by heavy snow or ice.

What do we mean by an emergency?

What number should you call?All emergency calls to the Association during the festive and winter period should be made to our repairs line 0808 143 2002. Lines are open 24 hours.

Please be patient with us as lines might be busy if the weather has been bad and we’re dealing with a lot of calls.

A message service will run at this time and a member of staff will get back to you just as soon as possible.

What service should I expect?Our policy is to respond to any emergency calls within four hours.

The four hour call out is to carry out an inspection and to make your property safe until a full repair can be

carried out.

A full repair will be carried out wherever possible within four hours. In times of extreme demand however this could take slightly longer.

Temporary heatingIf you have no heating and you’re considered vulnerable to the cold, estate caretakers, a handyperson or contractor will supply you with temporary heating until your heating is working again.

You’ll be asked to sign and accept the heaters along with the operating instructions. Once your heating is restored, a member of staff will contact you to collect the heaters.

Our out of hours service will always endeavour to have an estate caretaker assess your call out and assist you to resolve your repair on their first visit.

WHEN ARE OUR OFFICES CLOSED?Our offices will close at 4pm on Wednesday, 24 December 2014, and will re-open on Monday, 5th January 2015, at 9am.

16 Ready for winter?

ARE YOU ELIGIBLE FOR A FREE TV LICENCE?

TV Licensing and Queens Cross Housing Association are reminding older TV Licence holders they will be entitled to a free TV Licence on their 75th birthday.

Anyone aged 75 or over is eligible for a free TV Licence

for their main address. Eligible people can register online at www.tvlicensing.co.uk/over75 or by calling 0300 790 6073. The free licence will cover all the equipment in the property, meaning family or carers living in the same home could also benefit.

Anyone aged 74 or over can begin planning for the concession immediately by

applying for a short-term licence which will last between one and 11 months.

Applying for a free licence is simple and, once you have one, TV Licensing will send a new licence once every three years, cutting down on excess paperwork.

The free licence is not granted automatically so anybody who becomes eligible needs to

make sure they remember to apply by getting in touch with TV Licensing directly.

Customers with a free TV Licence are reminded to contact TV Licensing if there is a change to their name, address or telephone details.

WINTER PROOF YOUR HOMEHere are some top tips on

winter-proofing your home:

• If cold weather is forecast, and during a cold snap, keep your heating on at a low temperature to help prevent pipes from freezing.

• Know where your stop valve is and how to turn off your water supply.

• Know how to turn off your electricity supply at the mains.

• Making your home energy-efficient will make it cheaper and quicker to heat during cold weather. You can call the Scottish Government’s Home Energy Scotland Hotline on 0808 808 2282.

• Check the terms of your household insurance policies, and find out what cover you have for risks such as flood or storm damage. Consider taking out insurance if you don’t have any.

Visit www.your-place about low cost home insurance or call 0141 274 6460 or 0800 479 7979.

• Make sure you will be able to clear your paths and driveway if severe weather strikes. It’s a good idea to keep a shovel (specially designed snow shovels are best), and some salt or grit at home.

• Find out where your nearest local authority public grit bin is.

Loss of utilities

Power cuts and loss of other utilities including gas, water and telephones can happen during the winter - just when we need them the most.

While utility companies in Scotland have well-tested plans in place to deal with all kinds of events, there are steps you can take to help you cope with any loss of utilities in future.

Keep mobile phones and lap top computers fully charged, so you will have use of battery power for a short time at least if there is a power cut.

Make a list of all the telephone

numbers you might need, and keep them handy. Here are a few to get you started.

National Gas Emergency Service (if you smell gas) 0800 111 999

Scottish Power Energy Networks (central and southern Scotland) 0845 272 7999

SSE (northern Scotland) 0800 300 999

Scottish Water 0845 601 8855

SPARE A THOUGHT FOR YOUR NEIGHBOURSIn previous years, severe weather left some people vulnerable. Helping each other a little can make a big difference.

Here’s how you can play your part in making your community more prepared:

• Identify family members or neighbours who may need an extra helping hand if severe weather strikes

• Have their phone numbers to hand

• Offer to help with grocery shopping or other essential tasks

Clear ice or snow from pathways.

If you are part of a community group, think about what your group can do to help others during bad weather.

READY ON THE MOVEBefore setting off on a journey, think about how severe weather could impact on you. It could mean your journey will take longer than expected. Being prepared only takes a few simple steps.

Before travelling in bad weather, you should:• Consider whether you

need to travel right now, or if you can wait until the weather improves.

• Check the weather forecast and road conditions.

• Think about alternative routes and modes of transport.

• Allow extra time for your journey.

• Tell someone your destination and when you expect to arrive

• Make sure your car is ready for a journey in poor weather.

• Fully charge your mobile phone.

• Tell someone your destination and when you expect to arrive.

• Make sure you have appropriate clothing, equipment and food.

• Pack an emergency travel kit if you are travelling by car - this will stand you in good stead at any time of year.

• Consider fitting winter tyres to your vehicle. See the Tyresafe website for more information www.tyresafe.org.

• See also Transport Scotland’s guidance on driving in bad weather www.transportscotland.gov.uk.

17Ready for winter?

What is it? A £100 payment made by the council to help with the extra expenses of keeping warm during the winter.

Who is it for?

! Glasgow residents ! Aged 80 or over by 31/03/15

Where can I find out more?

" Ask at any Revenues and Benefits Centre

" Phone 0141 287 7961 " Online at: www.glasgow.gov.uk/AffordableWarmth

EMERGENCY NUMBERSHaving emergency numbers to hand could come in very useful and here are a few to get you started:

Scottish Power Energy Networks For power cuts and emergencies, call 24 hours a day: From a landline 0800 092 9290 From a mobile phone 0330 1010 222

Scottish Water 0345 601 8855

NHS 24 111

Queens Cross Housing Association Emergency helpline 0808 143 2002

For more advice on keeping safe and warm this winter, visit www.readyscotland.org

TRAVELLING ON PUBLIC TRANSPORT

• For real time traffic information, visit www.trafficscotland.org

• For public transport information, visit www.travelinescotland.com

• Check Traveline (or call 0871 200 22 33) to find out about delays or disruptions to services.Energy and Fuel

HOW TO GET ADVICEWant advice from another agency in Glasgow? Try GAIN (Glasgow’s information and Advice Network). For free advice call the GAIN Helpline on 0808 801 1011 (Mon - Fri 10am – 8pm and Sat 10am - 2pm). Website: www.gain4u.org.uk

Advice for a healthy winterFor winter health advice including common colds and winter illnesses visit www.nhsinform.co.uk.

If you or a member, of your family, needs urgent care when your GP practice is closed, call NHS 24 free on 111.

Glasgow Home Energy Advice (G.HEAT) has been developed to help people in Glasgow make their homes

more energy efficient.

G.HEAT can:• Advise you on cheaper deals for

electricity and gas

• Help you switch energy providers and payment methods

• Help you monitor your energy usage efficiently

• Help you agree payment plans

• Arrange a benefits health check

• Provide access to grants or discounts on home insulation

• Ensure you are paying arrears at a reasonable rate.

For more information contact G.HEAT on 0800 092 9002, email [email protected] or visit www.g-heat.org.uk

Glasgow Home Energy Advice

THIS CHRISTMAS STAY SAFEOver the festive period towns and cities across Scotland become busier with shoppers during the

day and in the evening with people on Christmas party nights out.

Police Scotland have

some simple tips to keep yourself safe and enjoy Christmas.

PARTY SAFE • Plan ahead for your night out. Know

how you are getting home and remember to keep enough cash for your return journey.

• Stay together – look out for friends. Do not leave parties with strangers.

• Watch your drinks and how much you drink.

• Keep bags and valuables with you at all times.

• Make sure your phone is charged, you have money to get home and look after your keys.

• Use a licensed taxi, public transport or arrange a lift.

• If you are walking home, be aware and avoid isolated areas.

SHOP SAFE • Look after your bags and

valuables. Do not leave bags unattended.

• Do not withdraw more money than you need.

• Put your money in your wallet/bag before leaving ATM.

• Hide your PIN number.

• Don’t leave gifts in cars or in plain sight at home.

• Close and lock all doors and windows and leave some lights on when you go out.

For more information visit www.scotland.police.uk/

18 Proud to be Queens Cross Awards

A showcase of inspirational community work took place on Friday 21 November, as we hosted our first-ever Proud to be Queens Cross Awards.

From the credit union volunteers keeping loan sharks at bay, to youth gardening groups improving the neighbourhood’s green credentials, and the caretakers working tirelessly to keep streets safe and clean, the awards celebrated the different

ways groups and individuals make Queens Cross’s north Glasgow communities brighter.

With 43 finalists over 10 categories, the shortlists recognised a range of projects, staff and local people.

We announced our winners in a ceremony in the Thistle Hotel, Glasgow, complete music, dinner and dancing.

Association Chief Executive, Shona Stephen, is thrilled with

the number of awards’ nominations and the opportunity to thank those who work hard to make a difference. She said:

“The Awards were held to recognise the many inspirational people and colleagues who live and work in Queens Cross.

“What I see every day are vibrant communities with many outstanding individuals who give their time and energy to the friends, colleagues and neighbours. We’re delighted to be giving credit where it’s due.”

THE WINNERSJOHN GRAY AWARD FOR OUTSTANDING SERVICE TO THE COMMUNITY

WORKING TOGETHER AWARD

YOUNG PERSON’S OUTSTANDING CONTRIBUTION TO THE COMMUNITY AWARD

ENVIRONMENTAL ACHIEVEMENT AWARD

CUSTOMER FOCUS AWARD

Sponsored by

Sponsored by

Sponsored by

Sponsored by

Sponsored by

Finalists • Robert Alston• June Wallace • Carol McIvor

Finalists • Committee and

Coaches of Westercommon Star FC

• Maryhill Credit Union Volunteers

Finalists • Steven Niven• Claude Mutuyimana• William Harvie

Finalists • Community

Garden Group at Westercommon

• Jean McPetrie• Rose McQueen

Finalists • Tracy Hamill• Margaret Milne• Woodside Sheltered

Housing Team

WINNER: Bridget McGeechan

WINNER: The Original Stag Group

WINNER: Aimee Miller

WINNER: Pot of Soup

WINNER: Vinnie Hughes, Handyperson

Former Chair John Gray and Steve Kelly with John Gray Outstanding Service to the Community Award winner Bridget McGeechan

COMMUNITY AWARDS

PROUD TO BE QUEENS CROSS AWARDS 2014

Mears’ Steve Kelly presenting Aimee Miller with the Young Person’s Award

Chair Margaret Glass presents The Stag Group with the Working Together Award

Customer Focus Award winner Vinnie Hughes with CCG’s Alastair Wylie

Chief Executive Shona Stephen with Environmental Achievement Award winners Pot of Soup

ashworthblack Pay and Reward Specialists

Experienced Consultants on all

aspects of Pay across all Sectors

✧ Pay Structure ✧ Salary Reviews ✧ Salary surveys ✧ Flexible benefits ✧ Performance Management ✧ Job Evaluation ✧ Performance pay ✧ Bonuses

[email protected] www.ashworthblack.co.uk Tel:01506 828767

19Proud to be Queens Cross Awards

THE WINNERSCUSTOMER FIRST SERVICE AWARD

LEADERSHIP AWARD

INNOVATION AND IMPROVEMENT AWARD

TEAMWORK AWARD

OUTSTANDING SERVICE AWARD

Sponsored by

Sponsored by

Sponsored by

Sponsored by

Sponsored by

Finalists • Herbert Gutsa, Technical Services Officer• Angela O’Donnell, Depute Housing Support Manager, Fire Station &

CHYP• Irene Thomson, Housing Support Worker, Hopehill Sheltered Complex• Firhill Road Reception staff (Colin, Louise & Marnie)

Finalists • Dianne Mathewson, HR Officer• Gerry O’Donnell, Handyperson Team Leader• Fiona Smith, Executive Office Manager

Finalists • Finance Team led by

Lynne Haldane• Andy Woodburn,

Development Manager• John Boyle, Head of

Asset Management & Jim Starrs, Senior Project Manager

Finalists • Customer Services Contact Centre Team• Des Phee, Policy & Performance Officer & Jacqui Mills, Policy &

Performance Assistant• Westercommon & Hamiltonhill Housing Team

Finalists • Tommy Kerr, Housing

Support Worker, Fire Station & CHYP

• Ina Clark, Housing Support Worker

• Craig Clarke, ICT Technician

WINNER: Handyperson Team led by Gerry O’Donnell

JOINT WINNERS: Jim Williams, Repairs Manager – Responsive

Audrey Murphy, Customer Services Manager

WINNER: David Dick, ICT Manager

WINNER: John Gray and the Estate Services Team

WINNER: Richard Allwood, Head of Housing Support

STAFF AWARDS

ashworthblack Pay and Reward Specialists

Experienced Consultants on all

aspects of Pay across all Sectors

✧ Pay Structure ✧ Salary Reviews ✧ Salary surveys ✧ Flexible benefits ✧ Performance Management ✧ Job Evaluation ✧ Performance pay ✧ Bonuses

[email protected] www.ashworthblack.co.uk Tel:01506 828767

Our Handyperson Team winning the Customer First Service Award, presented by Kyle Faichney of Faithful & Gould (second left)

Innovation & Improvement award winner David Dick (left) with Director of Corporate & Community Services Bill Brown

Simpson & Marwick’s Gina Wilson (left) with Leadership Award winner Audrey Murphy

Our Estate Service Team collecting their Teamwork Award from Eden Scott’s Joanne Fletcher

Stephen MacGregor of TC Young with Outstanding Service Award winner Richard Allwood (right)

20 News

Mears was honoured to sponsor the Proud to be Queens Cross Awards

www.mearsgroup.co.uk

190x128mm_Layout 1 29/10/2014 20:36 Page 1

A brand new shared equity home at our Timber Basin development could be for you.

We’re expecting sales of 35 newly-built one and two bedroom shared equity flats to start in

March 2015.

The new homes will be available to move into by late summer 2015.

Shared equity is a government initiative for first-time buyers to get on to the property

ladder through an initial purchase of 60-80% share.

For more information about shared equity, visit the Scottish Government website http://www.scotland.gov.uk

An option for Low Cost Home Ownership

1 & 2 bedroom apartments with convenient access to the City Centre

Shared Equity

Timber Basin

20G

Looking for an opportunity to step on to the property market?

Want to find out more about Timber Basin?Contact our main office on 0141 945 3003. You can also visit our website to complete a Notification of Interest form at www.qcha.org.uk

TO THE RESCUE!

Last month, we received a letter from little Funmi Adeniyi, who was very upset as her beloved bike had gone missing from her balcony.

We contacted Mears to see if we could find a solution for Funmi’s woes. Mears assured Funmi that her bike had not been thrown away by their staff, and it was unfortunately decided that her lovely bike had been stolen.

However, as a gesture of goodwill for Christmas, Mears presented Funmi with a shiny new bike, leaving one little girl very pleased indeed.

21News

Round the clockOur caretakers provide services round the clock every day of the year.

They handle calls outside office hours and are first responders when we have emergencies such as floods or heating failures.

Residents in multi storey blocks feel safer in their homes knowing that our caretakers are keeping an eye on their homes and the communal areas in their neighbourhoods.

More service coverChanges are being made to caretaking shift patterns so that we have more cover when we need it.

As a result, ten new caretakers are joining the team. We’ll mix our new

caretakers with experienced staff. Some staff will move from their current bases.

The new teams are being put in place now and posters at caretaker bases will help you identify who is working locally.

More CCTVIn 2015 we want to improve our service further by covering more buildings supported by a new CCTV system.

Questions?If you have any questions about any of the information in this article or would like to have a say about how we can improve our estate caretaking service, please contact Audrey Murphy, Customer Services Manager, on 0141 945 3003.

CHANGING ESTATE CARETAKING TO DELIVER MORE

Tenants and residents at Queens Cross Housing Association’s sheltered complex on Hopehill Road scored a people power victory when they were granted a pelican crossing outside their complex.

Following a petition organised by tenants and residents of the complex, Hopehill Road received a visit from Councillor Martin McElroy, who announced that a pelican crossing is to be installed on Garscube Road, which the complex faces.

The petition was started in response to concerns about fast-moving traffic on Garscube Road.

Irene Thomson, Housing Support Worker at Hopehill Sheltered Complex, said:

“We’re delighted at the news our petition has been successful. The pelican crossing will make it much easier for our residents to get out and about.

“The crossing can be quite dangerous, especially as many of our tenants have lower mobility, so we decided to do something about it. “The residents worked hard to campaign for the crossing and we’d like to thank Glasgow City Council for listening to their voices.”

Councillor Martin McElroy at Hopehill Sheltered Complex announcing the Pelican Crossing

Hopehill tenants celebrating their hard-earned victory!

Over the last year we’ve reshaped our estate caretaking service so that we can do more … more cleaning … more security patrols … more minor repairs … cover more buildings.

We know that this service is highly valued by tenants. It covers around 1,900 homes and customers gave it 93% overall satisfaction rating in this year’s tenant satisfaction survey.

Estate Services Team

PELICAN POWER FOR HOPEHILL TENANTS

BECOME A MEMBER NOW!

Queens Cross Housing Association 45 Firhill Rd, Glasgow, G20 7BE. 0141 945 [email protected] www.qcha.org.uk

PASSIONATE ABOUT YOUR COMMUNITY?

We’re looking for enthusiastic, committed individuals who love making a difference to local communities.

Interested? Call: 0141 945 3003 Email: [email protected]

• Join our Board

• Become a volunteer

• Join our Community Involvement Groups

• And much more!

22 Performance

FOCUSING ON PERFORMANCEKey Performance Indicator

Did we achieve our target? Yes No

We’re continuing our commitment to improving performance and our priority, as always is ensuring that you’re kept up to date on how we’re doing against the targets we set ourselves.

We aim to provide you with the information that you’ve told us you want to know.

The chart below highlights our performance from July to September against some of the key areas that matter the most to you.

FOCUS ON PERFORMANCE Q2

UNPAID RENT Keeping up with your rent payments can sometimes be hard – particularly around Christmas time. We understand that some of you may already be feeling the pinch, and the festive season can often add to this pressure. But remember, it’s vital that you pay

your rent. Not doing so could mean losing your home.

We’re here to help. If you’re having money problems, please let your housing officer know. We also have a Welfare Rights and Debt Advice Team, who offer free financial advice and help accessing benefits you may be entitled to.

If you find yourself struggling, don’t suffer in silence. Call us on 0141 945 3003 and we can arrange an appointment for you with one of our Welfare Rights Advisors.

Our Technical and Housing Services teams continue to achieve our target of re-letting homes on an average of 13.9 days. This means that we’re providing suitable homes within a timescale that suits you.

It also means that we’re receiving rent for our homes as early as we can, allowing us to provide a wide range of services.

You can help us continue this by reporting repairs when necessary and allowing access for essential maintenance work, so we can keep your homes in good condition.

Call our repairs hotline on 0808 143 2002 if you have any repairs to report.

REPAIRSWe met our response times for emergency, urgent and routine repairs.

Our target timescales for routine repairs is five working days; two working days for urgent and 4 hours for emergency.

We’ll continue working with our contractors to ensure that we meet all our repairs timescales, and provide a top quality repairs service for you.

We’re almost achieving our target for gas safety this quarter.

Our staff and contractors are continuing to work with you to ensure that we meet our 100% target for annual gas servicing.

Procedures have been put in place to ensure better communication between contractor, staff and customers and this has improved slightly since quarter 1.

It’s a legal requirement that gas

servicing is carried out in every

property each year, and it’s vital

you allow us access to your home

to carry out these critical safety

checks.

If you think your gas service may be overdue, call us today and schedule an appointment by calling freephone number 0808 143 2002.

EMPTY PROPERTIES

GAS SAFETY

Unpaid Rent

Emergency repairs

completed on time

(within 4hrs)

Routine Repairs

completed on time (within 5 working days)

Average number of

days to re-let empty properties

% Properties with gas

certificate

Urgent Repairs

completed on time (within 2 working days)

4%

100%

100%

100%

96.5% 98%

16 DAYS

13.95 DAYS3.58%

98.86%

99.72% 99.90%

Target for year ending 31/3/15






Actual Q2 Performance






23Complaints

If you’ve made a complaint recently, why not complete our complaint handling survey and give us some feedback on how we did. We want to know if you are happy with the way we handled your complaint.

From July to September, 42% of customers were satisfied with the way that their complaint was handled compared with 50% last quarter.

AN INSIDE FOCUS ON COMPLAINTSQUARTER 2: COMPLAINTS & COMPLIMENTS PERFORMANCE

The complaints we receive are crucial in helping us to improve our services.

From July to September this year, we received fifty-seven complaints. Eight of these made a difference to the way we do things.

WHAT ARE WE LEARNING FROM COMPLAINTS?CASE STUDY 1

CASE STUDY 3

CASE STUDY 2

Complaint: Tenant reported that they were unhappy with the delay and lack of communication regarding payment of decoration allowance following the Eco Pod installation.

Determination: Upheld

What we did: We need to be clear what customers can expect - tailored information pack for each planned programme of works to be developed.

Complaint: Customer wrote to complain that her rent account has been debited twice since 30th June. Customer was overdrawn at the bank as a result and was charged £8.00.

Determination: Partially Upheld

What we did: This was an administrative error due to the Direct Debit being set up using the tenant’s surname, rather than their rent reference number. Staff should only use the rent reference number to avoid this situation, and an email has been sent to all housing services staff to remind them of this.

Complaint: Customer unhappy at contractor failing to attend a repair job twice as arranged. He received a card from the contractor later in the day to say he missed his appointment. The appointment was rearranged and keys were left for the contractor to gain access. The contractor did not follow an agreement to do the work and post key through letterbox on completion. The work has still not been done.

Determination: Upheld

What we did: Contractor reminded to keep our customers informed if there is going to be any delay in attending at agreed time and also to ensure cards are left to advise our customers of their attendance.

17%10 complaints responded to

outwith timescale

81%47 complaints responded to

within timescale

21%12 complaints Partially upheld

57%32 complaintsNot upheld

22%13 complaints Upheld

LET US KNOW HOW WE DID

Complaints outcomes

Percentage complaint response timescales

Very Satisfied

Fairly Satisfied

28%

14%

Neither

28%Very

Dissatisfied

28%

Fairly Dissatisfied

0%

It’s great to hear where we’re getting things right. From July to September this year, we received sixteen compliments from customers who took the time to let us know that they were happy with a service that we provided.

Customer satisfaction with complaint handling

GETTING IT RIGHT

DUNDASVALE

NEWS FROM THE NEIGHBOURHOODS24 News from the Neighbourhoods

• Having problems with Benefits?

• Need a little help with your money?

• Unsure of your Welfare Benefit Rights?

• Housing problems getting you down?

We provide a range of services, including:

3 Benefit check calculations

3 Help with applying for Benefits and completion of forms

3 Step by Step advice and guidance on your benefit options

3 Help to appeal a Benefit Decision/Sanctions

3 Representation at a Benefit Tribunal

3 Help to get backdated Benefit

3 Budgeting and financial help

3 How to sort out your debts and deal with creditors

3 Help with Pay Day Loan problems

3 How to deal with bankruptcy

3 Help finding a bank account

Money Advice Works at Queens Cross Housing Association, 45 Firhill Road, G20 7BE

Telephone: 0141 945 3003

Santa pays a visit to Dundasvale

On Tuesday 2 December, we held our annual Christmas lights switch on at Dundasvale.

Councillor Gordon Matheson from Glasgow City Council came along to open the event, and was joined by a Swinging Santa Band, as well as facepainters and even Santa himself.

It was a fantastically festive evening, and we’re now set to welcome in the season in style at Dundasvale!

WOODSIDE

Woodside Day of ActionOn Monday 10 November we came together with community groups and organisations including Police Scotland, Community Safety Glasgow and Woodside Library and schoolchildren from St. Joseph’s and Oakgrove Primary Schools for a Day of Action in Woodside.

There was litter-picking and a visit to Woodside Library, as well as talks on how to keep our streets safe and clean.

Well done to everyone who took part, and mucked in to help keep Woodside looking great. Photo by James Morrison, tenant

NEWS FROM THE NEIGHBOURHOODS25News from the Neighbourhoods

QUEENS CROSS

WESTERCOMMON/HAMILTONHILL

Braeside Street Improvement WorkMost of the improvement work, including stone repairs, window pointing, roof and chimney repairs and gutter renewal and repairs has now been completed.

We’re currently considering a further programme of works for 83/84 Braeside Street and we’ll also look at proposals for similar work in Dunard Street, Kirkland Street and Maryhill Road.

Our Timber Basin development is well underway

BACK COURT IMPROVEMENT PROPOSALSWe’re looking at proposals for back court improvements for the properties that have recently had external improvement work and door entry work completed.

We’ll be carrying out a consultation with residents before any proposals are finalised, and work on the project may begin in mid-2015.

Macmillan Cancer coffee morningThe Westercommon and Hamiltonhill Community Involvement Group held a coffee morning in aid of the McMillan Cancer Support in October.

The event had a great crowd from all over the local community, and the CIG raised a grand total of £227 for this very worthwhile cause. Thank you to everyone who came along!

Courtyard Development UpdateWe’re delighted to announce that the design proposals for improvements to the hall, which include windows onto the courtyard area, have now been approved by the Planning Authority.

Detailed design and specifications have been prepared and additional

improvements to the crèche and redecoration of the art room and café are also being looked at.

The improvement works are set to start in the New Year, after the hall has hosted community Christmas activities. The works are expected to take around 13 weeks to complete.

Our contractor has now advised that the first flats will be available for occupation in around Spring 2015 at the earliest.

Scottish Canals will be also starting improvement works to the canal bank shortly.

We’ll shortly be carrying out work to replace the external signs above the front entrances of each multi storey block.

The new signs have been designed to match the other signs in the area, and work on installing the signs is scheduled for the week beginning 8th December 2014.

New Signage for Multi Storey Blocks

GROWING SPACESThe Volunteers at the Courtyard Growing Space have continued their work in maintaining the growing spaces area, and have recently planted out the heathers that were distributed at our annual Environmental Awards.

Sadie, Josie and Liz have been working hard to get our Courtyard garden growing

Timber Basin Development

Green Space26Green Space

SAUSAGE,ONION AND POTATO TRAY BAKEMETHOD:

INGREDIENTS:

For more tasty recipes and tips on saving time and money on food, visit www.scotland.lovefoodhatewaste.com

Serves: 4

Prep time: 10 minutes

Cooking time: 30 - 35 minutes

454g pack sausages

1 large onion, cut into wedges

500g (1.1 lb) new or salad potatoes, thickly sliced

2 tbsp olive oil

1 tbsp wholegrain mustard

1 tbsp fresh or dried thyme leaves

We held our annual Environmental Awards 2014 on Monday 20 October in Windsor Community Hall.

The event saw a brilliant turn out, as local people and housing staff came together to see this year’s winners announced.

There were awards for Best Planters, Best Backcourt and Best Garden across each of

our four areas.

Mr and Mrs McDonald of 76

Kirkland Street were this year’s overall winners, and recipients of

the Carrie McGregor Quaich for their contribution to the local environment.

Former Board Chair John Gray was presented with the George Wylie Memorial Trophy for his outstanding efforts, and gave a fantastic speech upon receipt of his award.

Congratulations to all our winners for their work keeping our communities vibrant and green!

You can see a full album of all of the winners with their trophies on our Facebook page at www.facebook.com/QueensCrossHousing

PROUD TO BE GREEN!

Dried thyme or rosemary can be used if fresh is unavailable.

TIP...

1. Preheat the oven to 200oC, gas mark 6.

2. Twist each sausage into 2 and cut to make 16 small sausages. Place in a large roasting tray with the onion and potatoes, toss in the oil, mustard and thyme, season well.

3. Bake for 30-35 minutes, stirring half way through or until golden and potatoes are tender.

Use up leftover cooked sausages – just add towards the end of cooking and cook until piping hot.

Variations: Any flavour of sausages can be used. Parsnips or celeriac make good substitutes for new or salad potatoes.

Former Board Chair John Gray with his award

27PuzzlesFeeling Puzzled?

Riddle corner

SudokuFill 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.

Can you solve our riddle?

What occurs once in a minute, twice in a moment and never in one thousand years?

Medium Puzzle 1,472,088,176

7 1 2 93 5 8

6 4 16 7 8

8 59 2 7

6 9 45 1 8

8 7 9 3Back to puzzle Print another...

© Web Sudoku 2014 - www.websudoku.com

Web Sudoku - Billions of Free Sudoku Puzzles to Play Online http://show.websudoku.com/

1 of 1 27/11/2014 13:09

Medium Puzzle 6,420,736,901

9 1 6 26 8 9 1

5 2 6 73 1

4 65 77 9 6 5

3 5 1 88 5 4 2

Back to puzzle Print another...

© Web Sudoku 2014 - www.websudoku.com

Web Sudoku - Billions of Free Sudoku Puzzles to Play Online http://show.websudoku.com/

1 of 1 27/11/2014 13:09

Last issue’s answerA windmill

?

SLEIGHMITTENSVACATIONCANDLE

ICEREINDEERFREEZINGSNOW

FIREPLACECHRISTMASSLEDDINGPRESENTS

Main Office45 Firhill Road, Glasgow, G20 7BETel – 0141 945 3003

The Courtyard2 Westercommon Drive, Glasgow, G20 5PGTel – 0141 336 3444

Dundasvale Housing OfficeFlat 1/1, 6 Dundasvale CourtGlasgow G4 0DGTel: 0141 589 7333

QC Factoring45 Firhill Road, Glasgow, G20 7BETel: 0141 561 1105 Email: [email protected]: www.qcfactoring.co.uk

Out of hours emergency number:

QC HA Tenants - 0808 143 2002

Our office opening hours are Monday to Friday 9am to 5pm

Tel: 0808 143 2002

Working on behalf of

Report a repair

*free from a BT landline - calls from mobile phones and other providers may be charged

0808 143 2002*Monday to Friday 9am to 5pm

Call us on

EmergenciesWe provide an emergency repairs service.

Call us on 0808 143 2002 if you need an emergency repair at weekends or Monday to Friday when our office is closed.

P&D ScotlandOur repairs service is provided by P&D Scotland Ltd.

All staff carry identity badges so please ask to see their badge when they call at your home.

45 Firhill Road, Glasgow G20 7BE

0141 945 3003

www.qcha.org.ukEmployee Name

ID Verification No. 0141 336 4666

Get in touch

All our offices will be closed for public holidays from 4pm on Wednesday 24th December until 9am on Monday 5th January 2015. For emergencies, call 0808 143 2002

PUBLIC HOLIDAYS 2014

Email: [email protected]: www.qcha.org.uk

When you have finished withthis magazine please recycle it.

When you have finished withthis magazine please recycle it.

Keeping up with your rent payments can sometimes be hard – particularly around Christmas time. We understand that some of you may already be feeling the pinch, and the festive season can often add to this pressure. But remember, it’s vital that you pay your rent. Not doing so could mean losing your home.

We’re here to help. If you’re having money problems, please let your housing officer know. We also have a Welfare Rights and Debt Advice Team, who offer free financial advice and help accessing benefits you

may be entitled to.

If you find yourself struggling, don’t suffer in

silence. Call us on 0141 945 3003 and we

can arrange an

appointment for you with one of our Financial Inclusion Team.

There are a number of different ways you can pay your rent:

• The easiest and quickest way to pay your rent is by Direct Debit. You can set this up by calling 0141 945 3003.

• AllPay payment card - pay in person at any Post Office or PayPoint.

• Debit Card - pay in person at 45 Firhill Road or by calling 0141 945 3003 or AllPay direct on 0844 557 8321.

• Online - at www.qcha.org.uk.

We can help if you are worried about paying. Contact your Housing Officer or a member of our Financial Inclusion Team on

0141 945 3003.

YOUR RENT AT CHRISTMAS

Documents

Focus Winter 2014