SHA Newsletter April 21.A 12/4/21 14:47 Page 1

THE NEWSLETTERmatters OF SHETTLESTON HOUSING ASSOCIATION APRIL 2021 Serving the communities of Shettleston, , Greenfield and Spring into the future! With Spring comes longer, sunnier This is also the time of the year often involves difficult choices for days. This year it also brings a when we plan for the year ahead. the Management Committee. brighter outlook regarding Covid- Details of our capital investment The Association places great 19 and real hope of a return to programme for the coming year importance on our “wider role” in some normality after what has can be seen on page 5. Our total the community and as ever there been a long, hard year for spend will significantly increase in is lots in this edition about everyone. It’s too soon to say this and future years and is various initiatives underway, when we will be able to fully re- needed to ensure that all of our often in partnership with others. open the office but, assuming homes are kept up to standard. We recently reviewed our wider infections continue to reduce, we This is only possible though role priorities – see page 2 but expect to see steady progress because we have been able to more on this in the next edition. with the opening up of services in proceed with planned rent As well as continuing our support the coming months. The starting increases and at the same time to existing projects our top new point will be the resumption of make very significant cost priority is to increase employment non-essential repairs from 26th savings. The balance between opportunities for local people. This April. Please keep an eye on our delivering high levels of is more needed than ever as we website for further updates. investment, maintaining key come out Covid-19 and a start is Thanks to everyone who took services and ensuring rent being made with plans by Upkeep part in the survey about our affordability is at the heart of the to increase apprenticeships (see services during the pandemic (see Association’s Business Plan and page 4). Tony Teasdale, CEO page 2). It’s good to see that satisfaction with our services remains generally high despite Easter cheer for the necessary restrictions. More importantly, the results helped us residents identify areas for improvement in See page 4 for the whole story... our services and these are being addressed. Thank you for your patience and understanding during what has been a challenging time when our staff have had to adapt and find new ways of working. In this issue... Satisfaction Apprenticeship Capital investment Bulk uplift and Discretionary survey results opportunities programme backcourt Housing Payments page 2 page 4 page 5 specification page 9 page 6 SHA Newsletter April 21.A 12/4/21 14:47 Page 2

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hold due to Covid-19. It has now been agreed and is in the process Committee news of being implemented. Some of Our volunteer Management the main changes include the fact Committee is elected by the that, in order to make necessary share-holding members. It savings, the Energy Advice post oversees the work of the and one of the Tenancy Association and takes all Sustainment Officer posts will be strategically important decisions. Tollcross Mansionhouse lost from the structure. These are The Committee and sub- consultation feedback from no longer grant funded. Two posts committees have continued to residents. are also being removed from the meet in recent months, via video- • A restructure of the staff team. Development team to reflect the conference, due to Covid-19 • “Wider role” priorities for reduced scale of our future new restrictions. 2021/22. build programme. Other roles are These are some of the main • Plans to sell Tollcross being changed to reflect current items that the Committee has Mansionhouse. needs. The new staff structure can considered and taken decisions • Selection of contractor and be seen on our website. on since the turn of the year, in tender approval for the St A short-life Working Group addition to its general overview of Marks development. considered our “wider role” performance: • The Budget and Business Plan priorities for the coming year, and • Service delivery arrangements for 2021/22. these will be as follows: under Covid-19 restrictions. • Supporting employability. • The findings of the tenant Two items have had a • Promotion of emotional well- survey about SHA services particular focus... being & healthy living. under Covid-19. The review of the staffing • Developing our role as a • The annual review of rents and structure was originally planned “community anchor”. factoring charges and last year but had to be put on Satisfaction survey results are in! In our last newsletter we told you about a • 29% indicated they were worse off financially telephone satisfaction survey that was underway to due to pandemic (46% for under 60s). find out tenants’ views on how the Association We will use the survey results and comments responded in the pandemic and how best it can provided during the survey to improve our services support you now and in the future. 455 households where we can. An action plan has been drawn up took part in the survey – thank you. The key with the following being our key priority areas: findings from the survey were: 1 Continued welfare checks on vulnerable tenants; • 80% satisfied with how well SHA kept them focus on financial support to tenants through informed of changes to services. welfare rights and money advice services; and • 66% found it easy to contact SHA during the community initiatives such as the Pantry and pandemic. FUSE. • 61% likely to use SHA’s text messaging service. 2 Improve how quickly we answer calls to repairs • 80% satisfied with close cleaning and back court team and respond to messages. maintenance. 3 Continue to monitor and inspect backcourts to • 75% satisfied with bulk refuse removal. improve maintenance. • 93% satisfied with the repairs service. • 92% happy with health and safety arrangements during staff/contractor visits to home or common areas. SHA Newsletter April 21.A 12/4/21 14:47 Page 3

Shettleston Matters... 3 Update from the repairs team By the end of April, we hope to be hands before and after their able to revert to our normal visit (if you are happy for them repairs service, including all to do so). Alternatively they reactive repairs, cyclical works will use hand-sanitiser before and investment projects. When and after carrying out works. restrictions are eased, and we and our contractors can return to work Annual gas servicing and deliver more services, it is It is a legal requirement that your important to remember that gas system is checked our buildings, we will also check Covid-19 is still active and the and your boiler the roof safety anchors and following guidelines will continue serviced annually. We inspect the condition of the roofs. to be followed to keep residents, therefore really need Any repairs required will be contractors, and staff safe. your co-operation to attended to. If you contact us about a repair gain access to your property we will ask you some questions to have this important work External painting carried out. If the programme about your current situation and The Association carries out dates provided by our contractor whether you are self-isolating or cyclical painter work, where we do not suit you please contact us shielding so that we can paint external surfaces every five to make alternative arrangements understand how best to protect years and internal areas every ten as quickly as possible – you and your family, as well as years to keep them in good remember, our repairs number is our contractor and staff. condition. This year’s common Freephone 0808 2026565. When our contractor or staff area painter works is substantial member attends, they will: and our painters will contact • Ask again whether your Legionella checks tenants and owners to circumstances have changed The Association carries out advise them of when and if you are self-isolating or safety checks to our common the works will be shielding. water storage tanks in the carried out. • Distance themselves by at attics of our properties to least 2m from anyone ensure that they are free from Electrical testing answering the door. Legionella. This important The Association has a legal • Ask you to remove yourself to work is in progress and will be responsibility to check the another room in the house to carried out over the next six electrical systems in your home allow the repair or inspection months. every five years. Therefore, we to be carried out. really need your co-operation to • Avoid touching surfaces where Gutter cleaning and gain access to your property to possible and wipe down any roof safety anchors have this important work carried areas they have to touch. out. We would appreciate it if you The programme of gutter cleaning • Wear protective gloves and would contact us to make works is being produced at alternative arrangements if the other additional protective present and letters will be sent to clothing where necessary. dates provided by our contractor owners offering this service too. do not suit you. • Ask if they can wash their Whilst we were on the roofs of Repairs FREEPHONE Number 0808 202 65 65 Don’t forget that we have a Freephone number for you to report your repairs directly to our maintenance team – call 0808 202 65 65 Monday to Friday, 9.00am till 5.00 pm – and we will deal with your repair quickly and efficiently. SHA Newsletter April 21.A 12/4/21 14:47 Page 4

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completing their Duke of Easter cheer Edinburgh silver award and felt that it would be a good idea to do for residents something nice for our elderly The Association teamed up with residents, given that it had Urban Fox, a project providing been just over a year young people in the east end with since lockdown began educational and diversionary three retirement housing last year. activities, to bring some Easter developments to deliver The Association and cheer to residents in our afternoon tea, flowers and an Urban Fox will be retirement housing easter card. The residents were working together over the developments. On Thursday 1st delighted and it was lovely to see coming months on more projects April, staff and volunteers from smiles on lots of faces. taking place in our community, for Urban Fox, and some SHA staff Urban Fox is working with a you – watch this space for more members, visited residents in group of young people details! Apprenticeship opportunities with Upkeep One of the founding principles of risk assessments and safety, the Association’s subsidiary, and will include working with a Upkeep, was to create variety of clients and employment and apprenticeship tradesmen. opportunities for locals, with These opportunities will become good rates of pay and good terms available over the coming weeks and conditions. This remains a and months. If you are interested, key objective in Upkeep’s please register with the other trades we have decades business plan, and as a result, it Guarantee at of relevant trade experience has committed to the recruitment www.glasgowguarantee.org. which can be imparted to a and training of a number of Upkeep has worked with the number of new trade apprentices. apprentices over the coming year. Glasgow Guarantee, a 2014 In the coming months, Upkeep Upcoming apprenticeship Commonwealth games legacy will be looking to recruit and train opportunities fund, in the past and aims to an additional two trade further partner with them to apprentices. Interested • 2 x estates/landscape ensure that local young people individuals should register with apprentices. Training and are given the support, training Skills Development experience will be provided in and work experience required to www.apprenticeships.scot and areas of estate related work, succeed in a challenging job keep an eye on the Association’s including close cleaning, market. website and social media pages landscaping, backcourt Upcoming trade for further updates. maintenance, void clearance Competition for trade and customer relations apprenticeships apprenticeships can be high and training. Upkeep has a multi-trade team of we anticipate a large number of • 1 x stores/systems apprentice. plumbers, joiners, painters, applicants for these posts. Training and experience will be roofers and an electrician. provided in a variety of manual We currently have one trade and IT duties including apprentice electrician (pictured) procurement of materials, who is progressing exceptionally essential back office functions, well through his third year. Across SHA Newsletter April 21.A 12/4/21 14:47 Page 5

Shettleston Matters... 5 Fenella Street We are pleased to report that the 22 flats within Block 2 were completed in February and tenants have now moved in. Eight of these flats are owned and managed by our subsidiary company East End Housing Development Company as mid-market rent accommodation, with the remaining 14 managed by the Association. Works are continuing apace on Block 3 facing onto Old Shettleston Road. These 12 family flats will St Mark’s contractor, JR Group, donated easter eggs to be completed and occupied by mid-April. Glasgow NE Foodbank and other charities as part of their community benefits programme.

St Mark’s are working closely with them to develop the We are delighted to report that we have secured detailed design for these energy efficient family Planning Consent for our newbuild development at homes on the edge of Tollcross Park. Some early site the site of the former St Mark’s primary school. This preparation works will be carried out within the next 44 unit development on Edenwood Street/ couple of months and we expect to be on site in Muiryfauld Drive will provide a mix of eight cottage earnest by mid-August. We are really looking flats, 17 family houses, and 19 flats. forward to getting this contract underway and Following our re-tender exercised we have transforming this vacant, derelict site into a new appointed design & build contractor JR Group and family friendly community. Capital investment programme Our capital investment works have been affected by the Covid-19 pandemic over the past year and some projects had to be put on hold. In the coming year we have programmed a significant investment plan in our existing homes and will be undertaking the following works: Description of investment No of homes Replacement windows 12 Flat entrance doors 58 Replacement kitchens 58 Replacement bathrooms 55 Boiler replacements 195 Electrical rewire 90 Curtain walling 7 We will also be undertaking a SHQS* kitchen upgrades 20 programme of surveys and repairs to stonework in our No of closes pre—1919 tenement stock and preparing Stair lighting replacements 14 proposals for energy improvements as we look towards meeting the new Energy Efficiency Standard Controlled entry 48 for Social Housing 2. Common window replacements 20 *Scottish Housing Quality Standard SHA Newsletter April 21.A 12/4/21 14:47 Page 6

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maintenance service is Bulk uplift and backcourt provided below: • Removal of bulky items maintenance specification from backcourt areas and bin sheds to Council’s Upkeep has delivered a backcourt waste transfer facility. maintenance and bulk waste pull- • De-litter backcourt areas out service to the Association’s including grass and hard areas. tenants for a number of years. • Pull out bins and clean up any However, as a result of Glasgow spillages in bin area. City Council’s suspension of the • Re-bag any burst bags and bulk uplift service at the start of place in bins. the Covid-19 pandemic, and disposal of bulky waste items to • De-weed all hard areas and any significant changes to the the Council’s waste transfer shrub beds and planted areas. resumed service in December, stations. • Carry out a monthly spray with Upkeep took on additional duties Since March last year, the team herbicide to all hard areas. to ensure that backcourts and has removed over 200 tonnes of • Turn over shrub beds or treat public areas were maintained to a waste from Shettleston’s with bark mulch twice yearly. high standard. backcourts, that’s the equivalent We would welcome feedback on The team at Upkeep has of approximately 16 Double all of our services, please contact expanded its standard bulk pull Decker busses! the Association if you would like out and backcourt maintenance An updated specification for to give us your views. service to include the removal and the bulk uplift and backcourt

with cleaning chemical and Close cleaning specification washed, if required. Recent tenant satisfaction litter and soil collected, • Rear doors cleaned inside and surveys have shown that the bagged and removed. outside – if door is open. majority of tenants are happy • Stairs, landings and close • Cobwebs cleared as with communal services provided entrance areas sprayed with necessary. by the Association and delivered cleaning chemical and Weekly disinfection to by Upkeep. However, we are also mopped. reduce the risk of Covid-19: aware that there have been • Stair edgings (under • Bannisters/railings/handrails instances of dissatisfaction with banisters) brushed and sprayed with disinfectant and the standard of close cleaning mopped, if accessible. cleaned. provided – and some of these • Window ledges wiped clean. • Back and front close doors: concerns were related to tenants’ Silver service every 6-8 handles and hand plates expectations of the close sprayed with disinfectant and cleaning service. weeks: cleaned. We provide a comprehensive • Front close door and panel • Buzzer control panel service, which has been further above door cleaned, door disinfected and cleaned. enhanced over the last year with entry control panel, hand • All ledges sprayed with a disinfection routine which will plate and handle cleaned and disinfectant and cleaned. continue into the foreseeable polished. future. The current close cleaning • All close landing windows We will continue to review this specification is summarised cleaned inside and out, if specification and also look into below. accessible. the possibility of introducing • Tiles cleaned and polished. deep cleans where needed. Weekly close cleaning: • Chewing gum deposits • Doormats shaken loose of soil. removed by a scraper. • Stairs and landings swept, • Railings dusted or sprayed SHA Newsletter April 21.A 12/4/21 14:47 Page 7

Shettleston Matters... 7 FREE digital skills training – still available near you! Photo by Andrea Piacquadio from Pexels

In our December newsletter, we told you about the Quotes from other participants Association’s exciting new partnership with Fuse Youth Café to deliver the Shettleston Does Digital “I find the team very helpful, they helped me service, which was due to come to an end in March. contact the housing team and I’m learning about We are delighted to announce that this service is other things I can do digitally”. Gerry, aged 72 now continuing until at least August, with the “I need to be patient and take my time but I’m likelihood of a further extension. getting there, thanks”. Margaret, aged 76 To showcase the success of Shettleston Does “I actually surprised myself with what I managed Digital, we’ve provided a case study of two to do!”. Diane, aged 60 participants below, and also some quotes from locals who took part in the free one to one digital skills training. Shettleston Does Digital case study By Sarah Barnes, Learning Network Partnership Officer, Glasgow Kelvin College I joined Denize and Grant from Fuse on two digital support calls with two learners. It was immediately clear already that Denize and Grant had figured out the best way to support each learner, depending on their device and circumstances, and it completely worked. Denize was the voice of reassurance, finding out how they were, how they’d got on since the previous appointment, and Grant gave clear and plain instructions on what to do, with no “tech-speak”. The learners seemed to enjoy the learning, the chat, and the confidence this was giving them to participate in family and civic life. During the two calls, the service users learned to: • Join a Zoom call and use some of its functions. • Attach a document to an email on a mobile phone. • View and change call settings on their iPhone. • Read reviews of products on Amazon before buying. • Understand “Privacy Options” on Google and switch options on/off. • Use an image and text to create a greeting card I have absolutely no hesitation in recommending. Shettleston Does Digital to anyone looking for digital support. SHA Newsletter April 21.A 12/4/21 14:47 Page 8

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Supporting your mental wellbeing We are living through challenging times. If you need to talk with someone about Community Connectors – we’re still here how you are feeling or about your circumstances, then the The North East Community times. We are supporting people following organisations may be Connectors team are still to work towards goals to able to help: working, supporting people who improve their physical and are over 60, and their carers. mental wellbeing, better manage • Breathing Space Freephone: Since the first lockdown in their health conditions, get 0800 838587. March last year we have been online and engage in social • Samaritans Freephone: 116 working from home, providing activity. We are connecting 123. support over the phone. In the people to mental health and • Scotland’s Domestic Abuse initial weeks and months of addiction support, helping with and Forced Marriage lockdown, we did a lot of work to benefits and housing issues, or Helpline, available 24/7: make sure our clients had whatever our clients need to live 0800 027 1234 or visit their everything they needed – food, as well as they can and get website medications, emotional support, through this pandemic. hiips://sdafmh.org.uk/. and problem solving. If you think you, or someone • Glasgow Women’s Aid, A year later, we are providing you know would benefit from our Monday to Friday 10am to as normal a service as is service, give Emma a call on 4pm: Helpline 0141 553 possible in these challenging 0141 345 2216. 2022. • If you are experiencing confusing or distressing Has your household changed? thoughts, phone NHS 24 on We need to know the details of circumstances changed in the 111. everyone who lives in your future. • Emergency Homelessness: home. You must tell us if you An occupant must have been 0800 838 502. want a partner, friend or family registered with us as living in the • Social Work Direct: 0141 287 member to move in with you or if property for at least 12 months 0555 (during office hours). you have a new addition to your prior to a change in • Fuse Youth Café mental family. You should also let us circumstances, to be considered health champion: John know when someone moves out. for tenancy succession or Holloran, 0141 778 4477. To ensure that your tenancy assignation. The start date is There are also a number of rights are protected, it is very from when you inform us, not helpful health and wellbeing important to ensure that you the date that they moved in. apps which you can download notify us of any changes to your For further information, free from Google Play or Apple household. The Housing please contact your housing Store: (Scotland) Act (2014) made officer who can also provide a important changes to the Permission to Reside form for • Headspace: Mindfulness eligibility criteria for applicants you to complete. Please don’t meditation with ten FREE to succeed to a tenancy when leave it until too late to protect sessions. the tenant dies. If we have not your household. • What’s Up?: In the top 10 been formally notified of an Let us know who is living with health and wellbeing apps. occupant in a household, they you to ensure that no one in • Catch It: Endorsed by the will not have the right to succeed your household is disappointed NHS. to, or be assigned, the tenancy if if your circumstances changed. SHA Newsletter April 21.A 12/4/21 14:47 Page 9

Shettleston Matters... 9 Discretionary Worrying about rent? We want to hear from you if you have concerns Housing Payments about paying your rent – please get in touch. We Administered by , understand that it is a really challenging time for Discretionary Housing Payments (DHP) are not a everyone and we want to help. type of Housing Benefit or Universal Credit It may be that you haven’t been in touch for a Housing Cost. They are extra payments made to while to discuss your rent or you may be help with housing costs like rent payments or a experiencing lost or reduced income, but the sooner new tenancy deposit. you speak to us the quicker we can help you. They provide a short term solution to those You should continue to prioritise paying your experiencing financial difficulties as the DHP rent, which is due monthly in advance. We know budget is limited each year. You can apply to the money may be tight, but paying your rent should be fund if you are: at the top of your list and we want to support you. You can get in touch with us via phone, email or text • Entitled to Housing Benefit or Universal Credit message – more details on this elsewhere in the Housing Costs. newsletter and also on the back page. • Able to show that you need help meeting your How to pay your rent: housing costs. • Direct Debit/recurring payment. The payment could cover some or all of your rent shortfall, for anything from 4 weeks to all 52 • At a PayPoint outlet or Post Office using your weeks, in the current financial year. Allpay rent payment card. If you require assistance to make an • Callpay (using a debit/credit card by calling our application for Discretionary Housing Payments office). please contact one of our welfare rights officers • Online at www.allpay.net. who will be happy to help you to complete an • By calling Allpay on 0330 041 6497. application form, by calling 763 0511. Tollcross & Shettleston Money Advice Service (TSMAS) The Association, in partnership with Tollcross Community Trust and Tollcross Housing Association, offers a money advice and benefit advice service to tenants and the wider community. This is a free and confidential service provided by an experienced team who can provide advice on Improved online application debts, such as pay day loans and catalogue loans. form The team also provide benefits advice and help We have been working hard behind the scenes to filling out forms. improve the application process for applying for a If you need any advice or assistance in relation to home with us online. We have significantly money matters, please contact TSMAS. During the improved our online form, there is no need to pandemic, the service is available by telephone and download or print forms, you can do everything email, please call 0141 764 1234 or send an email to online in one form. If you or anyone you know has [email protected]. a housing need, please visit our website to apply, www.shettleston.co.uk/find-a-home/apply-for-a- home/. SHA Newsletter April 21.A 12/4/21 14:47 Page 10

10 Shettleston Matters... Adult Disability Payment Scottish Carers The Adult Disability Payment is a State Pension age. Allowance new benefit from Social Security • You have difficulties with daily Scotland that will replace living or getting around (or Supplement Personal Independence Payment both). (PIP) in spring 2022. • You have had physical or increase The new benefit will provide mental difficulty for at least 3 additional financial support to Carer’s Allowance Supplement months and expect it to increases to £231.40, in April people of working age across continue for at least 9 months. Scotland, with a disability or long- 2021 from £230.10. The term ill-health condition. If a person is terminally ill, these Supplement, paid twice a year, Social Security Scotland will qualifying periods do not apply. is an extra payment for people deliver three new forms of When can I apply for Adult in Scotland who get Carer’s Allowance on a particular date. Disability Assistance: Disability Premium? The next two rounds of • Child Disability Payment which New claims will be accepted from payments are: will replace Disability Living early 2022. Allowance (DLA). Anyone currently needing to • June 2021 – you’ll get this • Adult Disability Payment claim for additional financial payment if you are receiving which will replace PIP. support due to a disability, long- Carer’s Allowance on 12 April 2021. • Pension Age Disability term illness or mental health Payment which will replace condition, should apply for PIP – • December 2021 – you’ll get Attendance Allowance. you can do so by calling the this payment if you are Department for Work and receiving Carer’s Allowance Who can make a claim for the Pensions on 0800 917 2222. You on 11 October 2021. Adult Disability Payment? can also contact our in-house If you have any questions Eligibility is similar to that of PIP. welfare rights team to about welfare benefits, please This benefit is for people who discuss any benefits contact our welfare rights team meet the following criteria: queries, by calling on 763 0511. • You are aged between 16 to 763 0511. Scottish Child Payment update

The first payments of this new Payment whether you are in work benefit were paid out in March, or not. and you can still apply if you are You may be eligible if you, or eligible and have not already your partner, are the parent or applied. full-time carer of a child who will How many children can What is the Scottish Child be aged under six on 15 February qualify per household? 2021 and if you receive certain Payment? Every child under six in a benefits or tax credits, as shown qualifying family will receive a It’s a new payment for families on below. payment. certain benefits or tax credits to Child Tax Credit, Income help towards the costs of looking Support, Pension Credit, Working How to apply after a child. £40 is paid every Tax Credit, Universal Credit, You can apply online at four weeks for each child under income-based Jobseeker’s hiips://www.mygov.scot/scottis six. Allowance, income-related h-child-payment/ or via the Who can apply? Employment and Support freephone helpline on 0800 182 2222, or by post. You can apply for Scottish Child Allowance. SHA Newsletter April 21.A 12/4/21 14:47 Page 11

Shettleston Matters... 1611 Your complaints You Said, We Did: A total of six complaints were You said: A tenant told us that they were dissatisfied received between October and with the time taken to complete a repair and the lack December. The table below of communication about progress with the repairs. summarises our complaints handling performance. We did: Having looked into this complaint, we realised that whilst the delays to the repair were out of our Complaints received Oct/Dec 20 control due to restrictions imposed on what services we Total complaints 6 could deliver during the pandemic, we accepted that we could have kept the tenant better informed. We apologised to the tenant for the Total complaints upheld 0 lack of communication and carried out the repairs promptly when Total complaints partially upheld 2 restrictions were eased. Total complaints not upheld 4 You said: A tenant remained unhappy with the standard of close cleaning and felt that the specification of the clean for that particular Percentage that met target close needed to be reviewed. timescales for resolution 67% We did: We looked in why the tenant remained continually We welcome complaints so that dissatisfied with the close clean despite the close being cleaned to we can learn, improve and put specification each time. Taking account of the history of things right. You can speak to us dissatisfaction with the close cleaning service in this particular about your complaint over the close, we reviewed the specification and adjusted it to include an telephone, in writing by email or additional element of cleaning. letter, or any other contact See page 6 for our close cleaning specification, which will continue method you prefer. We aim to to be reviewed to potentially include deeper cleans where needed. respond to all complaints within five working days and will advise you if it will take longer. Keep in touch with us Your compliments As you will know, our office has been closed to the public during the “Much appreciated phone calls pandemic and we have had to suspend face to face meetings, regarding our welfare. Big thank however we are still here for you. You can still easily reach your you for voucher for Tesco.” housing officer by email at [email protected]. “The Association does a good job To contact us about anything else, you can reach us as follows: for all tenants, keep the good • Phone: 763 0511 • www.shettleston.co.uk work up, no complaints.” • Email: [email protected] • www.facebook.com/shettlestonha “The same tradesman came twice, • Text message: 07407 492606 • www.twitter.com/shettlestonha he did a great job and seen another fault we had and fixed that for us too.” Do we have your mobile number and email “Excellent service as always.” address? “Tradesmen were very efficient During the pandemic there has been a greater need to be able to and polite.” reach our residents quickly and cost effectively. We regularly share “As always service was great no information with you through our social media pages and website, problems guy was lovely.” and increasingly, by text message and email. Please ensure that we “Knowledgeable staff and have your up to date mobile phone number and email address so nice to talk to, thanks that we can reach you quickly, easily and hygienically! again.” You can reach us on any of the contact details “Plumber was excellent, above to provide this information.Thank you. ten out of ten.” SHA Newsletter April 21.A 12/4/21 14:47 Page 12

12 Shettleston Matters... Performance Review 1st October – 31st December 2020 During the 3rd quarter we were able to deliver Arrears continue to increase and we emergency, urgent and routine repairs. However, this understand there are many tenants who was restricted again from early January and we await have been financially affected by furlough or job further guidance from the Scottish Government loss. We would urge anyone who is struggling to confirming when we can recommence our full repairs phone our office. We have staff available who can function. We continue to prioritise homeless lets, assist and help you get back on track with your rent. however, since the start of the year we are offering If you want to find out more about our virtual viewings and sign ups to keep all applicants performance, please contact Anne McAlpine on and staff as safe as possible during the pandemic. 763 0511.

What we measure Target Achieved You may also wish to know... Emergency repairs % completed in 100% 100% 483 jobs were completed within 4 hours. 4 hours Urgent repairs % completed in 3 days 96% 96% 593 out of 616 jobs were completed within timescale. Routine repairs % completed in 10 95.5% 95% 759 out of 798 jobs completed within days timescales. Non-emergency repairs completed 94% 95% 1343 out of 1414 jobs were completed “right first” & “on time” Right First Time. Gas Safety Inspections – how many 0 fails 2 fails 2 Gas Safety Inspections failed due to times in past year did we fail to meet COVID-19 and tenants self-Isolating. statutory duty to complete a gas Checks now complete. safety check Repair appointments – % kept 96% 95% 747 out of 783 appointments made were kept. Post inspection of repairs 15% 25% 358 post inspections passed. Lets to homeless referrals 25% 44% Increased lets are being made to homeless applicants during this pandemic. % rent collected as % rent due 99.95% 100.35% Rent collected in 3rd quarter was better than target. Includes rent for current and former tenants. Staff absence due to sickness 4% 3.9% We are pleased to report staff sickness remains lower than target. % Current Tenants (Net of anticipated 2.3% 3.18% £298,468 was owed, net of anticipated Housing Benefit/Universal Credit.

Red – target not met: The outcomes highlighted in red on the table above show areas of work which require improvement. We are making further changes to our structure to ensure we continue to offer good outcomes for our residents. Some results affected by Covid-19 restrictions. Amber – target unable to be met: As a direct result of Covid-19 restrictions. Green – target exceeded: The outcomes highlighted in green show areas of work which met the 100% target or exceeded our set target. SHA Newsletter April 21.A 12/4/21 14:47 Page 13

Shettleston Matters... 13 Dog fouling The pandemic has brought with it a heightened awareness of hygiene, in the interests of reducing the risk of infection. Sadly, dog fouling continues to be an unhygienic nuisance in some of our streets, posing a public health risk through infection. Whilst we’re all grateful to dog owners who diligently scoop up after their dog, we would like to remind those that do not that it is an offence to fail to clean up after your dog The fixed penalty for dog fouling increased is £80 under the Dog Fouling (Scotland) Act 2003. The Tenants’ Right to Repair penalty increases to £100 if not paid within 28 days. The Association aims to complete all emergency So please, grab it, bag it, bin it. repairs within 10 hours. However, tenants who If you’d like to report dog fouling, you can do this have signed the Scottish Secure Tenancy have the easily via Glasgow City Council’s MyGlasgow app, right to have certain types of emergency repairs which can be downloaded from Google Play and the carried out within the specified times below. App store. If we fail to complete the work in time, tenants have the right to appoint another contractor from Vermin the Association’s approved lists, to carry out the As spring approaches and work. This applies only to work costing less than temperatures rise we often see more £350. Compensation of £15 per job and £3 per foxes, rats and other vermin searching for food day until completion is payable if the Association scraps. It is important that your rubbish and food fails to meet these completion targets. Further waste is properly disposed of, as these pests will information on the Right to Repair Scheme is feed off any waste food left lying around and build available from the Association’s office. their nests where food is readily available. Repair Response Times Days Residents are asked to ensure that all rubbish is placed firmly into the appropriate bins. Please do Blocked fire or boiler flue 1 not feed wild animals as this will encourage them to Blocked or leaking drains, soil stack or toilet 1 return and make their home near your home. Blocked sink or bath 1 Glasgow City Council’s Environmental Health Complete loss of electrical power 1 team are responsible for eradicating rats, and in the Insecure window, door or lock 1 event of a rat problem, residents should contact the Unsafe access path or step 1 Council on 0141 287 1059. The Association will work Significant leaks and floodings 1 closely with the Environmental Health team to tackle any rat problems by taking action such as blocking Partial or complete loss of gas supply 1 up any holes or gaps, and carrying out any repairs Partial or complete loss of space or water heating 1 needed. Toilet not flushing 1 Unsafe power, sockets or fittings 1 Crawling insects Complete loss of water supply 1 Residents should note that crawling insects Partial loss of electrical power 3 in the home are encouraged by food scraps and Partial loss of water supply 3 debris lying on the floor and behind kitchen units. In Loose banister or handrail 3 fact, once established, they are sustained by even small amounts of food crumbs. It is important to Unsafe floor or stairs 3 thoroughly clean all nooks and crannies around your Defective kitchen or bathroom extractor fan 7 kitchen units to eradicate and deter these pests. SHA Newsletter April 21.A 12/4/21 14:47 Page 14

14 Fuse Matters... Reflection on student Fuse Round Up... placement at Fuse by Chloe Park I’m extremely grateful to have joined Fuse for a placement in October 2020. I’m studying Community Development at Glasgow University and Fuse has given me many opportunities to attend training on youth work. The pandemic has affected young people’s lives in many ways, however at Fuse the staff Youth work in the pandemic have remained consistent in the support that we are providing to The pandemic has brought many challenges to youth the young people. We understand work. Recently, a Health and Well-being Poll at Fuse found young that young people’s mental health people were spending more time viewing screens and being sedentary. during lockdown has been There was also a common theme of ‘feeling unmotivated’, ‘tired’ and impacted greatly, and I have ‘fed-up’ due to Covid-19 restrictions. However, many young people also received training to equip me with expressed they looked forward to going back to a routine where they the right tools to ensure that I can can go out with friends and families with less restrictions. provide support. The staff has To help support young people, Fuse has been arranging regular ensured that sessions held online lunch time Zoom sessions with lunch packs provided. These sessions have a similar experience to what have been received well as they provide an opportunity to enjoy a free would occur in-person. healthy lunch and share how they have been feeling. Fuse continues to adapt and support young people during this unprecedented time. Fuse spring/summer plans At Fuse Youth Café we are looking Our focus will be on active forward to a busy spring and movement, appreciating nature summer. and being creative in the Accommodating the needs of outdoors. our young people has been a We are striving to continue as a challenge during lockdown but we place where children can express are pleased to report that our themselves and develop their twice weekly ‘drop-in’ sessions interests, while also making are still being run via zoom on positive life choices to foster I have observed that the Tuesday and Thursday evenings, ambition, creativity and develop seniors’ lunch has offered the as well as our online lunch club, good future outcomes. best sessions, with many of the held every second Wednesday. For more information about our young people joining. Another Moving towards the longer projects in the coming months, member of staff and I created days, we are busy planning a please visit our website, “lunch packs” containing healthy variety of activities using local Facebook page or give us a call. food, games, and snacks for amenities. young people to take home and enjoy during the zoom sessions. 1567-1573 Shettleston Road, Glasgow G32 9AS We are all anxious to get back 0141 778 4477 • [email protected] in the building but until then we www.fuseonline.org.uk • www.facebook.com/Fuse.cafe continue to put the young people “Changing perceptions, Changing attitudes, Changing lives” first. SHA Newsletter April 21.A 12/4/21 14:48 Page 15

Shettleston Matters... 15 Pedal Pals Pedal Pals is an online platform hosted by Bike for Good, a Glasgow based Scottish charity that connects people through cycling in Glasgow. Whether you are a complete beginner or an experienced cyclist, Pedal Pals is a great way to expand your skillset, develop confidence and make new friends through cycling. You can share knowledge on cycling skills and routes, or arrange to meet one-to-one with other cyclists and cycle together. Sign up for free at hiips://www.bikeforgood.org.uk/pedal-pals/. Spot the Difference ✄ With Earth Day on the 22nd April, can you spot the TEN differences between our worlds?

Name: Age: You can either post your entry to the Association office or you can hand it into the Upkeep office at Address: 16 Culrain Street by May 21st, 2021. Postcode: The winner of the Festive Word Search competition in the last newsletter was Tel: Mrs Greenwood of Springboig. Mrs Greenwood Email: wins a £30 shopping voucher. SHA Newsletter April 21.A 12/4/21 14:47 Page 1

16 Shettleston Matters...

Useful numbers General Enquiries 763 0511

Repairs o8o8 202 6565 (Freephone) (between 9am - 5pm weekdays)

Emergency Repairs o8o8 202 6565 (Freephone) (after 5pm, weekends and public holidays) Texting Service 07407 492606 101 National Grid Gas Emergencies 0800 111999 Happy retirement Willie Scottish Water 0845 600 8855 (24hr) Glasgow City Council Willie McArdle has decided to take his retirement Cleansing Department Bulk Refuse 287 9700 after 12 years of service. Willie joined the Environmental Health 0845 2701558 (opt 3) Association as a part-time Housing Officer before Pest Control 0845 2701558 (opt 4) becoming more involved in the internal performance Stair Lighting 0800 595595 and monitoring work required by the Association. Street Lighting 0800 373635 Willie’s eye for detail and ability to analyse data made him well placed to help produce the Benefit Agencies Association’s many required reports for Committee Job Centre Plus 532 8528 and the Scottish Housing Regulator. Housing & Council Tax Benefit 287 5050 Willie leaves us to enjoy a new chapter in his life and we wish him a long, happy and healthy Office Opening Times: Closed until further notice ✄retirement. Application for Membership of Shettleston Housing Association Title: First Name: In making this application I declare that: • The information opposite is correct. Surname: • I am over 18 years of age (or 16 in the case of Association tenants). Address: • I have read and accept the Information on the Rights & Responsibilities of Association Membership (see website or request paper copy). Postcode: • I will abide by the Association’s rules in my conduct as a member. Tel: • I attach £1.00 payment.

Email: Signed: Date:

Status: Please tick box (where appropriate) Post or hand in to: Shettleston Housing Association, Shettleston Housing Association tenant Helen McGregor House, 65 Pettigrew Street, Glasgow G32 7XR Resident within Shettleston, Springboig, Tel: 0141 763 0511 Greenfield 0r Sandyhills areas Email: [email protected] Web: www.shettleston.co.uk

Shettleston Housing Association Ltd is a Registered Scottish Charity, No. SC036687 • Registered with the Scottish Housing Regulator under the Housing (Scotland) Act 2010, No. 183 Registered under the Co-operative and Community Benefits Act 2014, Registered No. SP1884RS • Property Factor Registered No. PF000226 • Authorised by the Financial Conduct Authority, No. FRN730115