www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 autumn/WINTER 2016 0345 606 3447 open door The newsletter for tenants and customers of DGHP www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 Lottery grant secured See inside for DGHP young for news on person’s project

• A new tenant group DGHP has secured a lottery grant “This means we can continue to of almost half a million pounds offer young care leavers transitional • Winter care in your home towards a young person’s supported accommodation with high quality • The true cost of loans accommodation project. support. This allows young people leaving care to develop their skills to • Your new ‘letters page’ The continued funding has been move on and live independently. secured for DGHP’s Holm Park View project after a bid was submitted to “DGHP secured just under £500,000 the Big Lottery Fund. from the Big Lottery Fund and Dumfries and Galloway Council will The project, in Dumfries, opened in also be supporting the project with 2011/12 as a direct result of excellent funding. partnership working between DGHP, Dumfries and Galloway Council, the “Having gone through the Scottish Government and the Big application process for lottery Lottery Fund. funding, it’s fair to say the competition was incredibly high and A total of 10 properties for we are extremely pleased that this transitional accommodation, for project has been recognised.” young people leaving care either from residential facilities or foster Big Lottery Fund Scotland Chair, homes, were built. Maureen McGinn, added: “I am delighted that DGHP has been Jeanette Barnes, DGHP’s Head of successful in securing a Big Lottery Supporting People, said: “We are Fund grant. The funding will make absolutely delighted to announce a big difference where it is needed the successful award of the funding most and I wish DGHP every success for our project. as it goes on to develop and expand its project for the benefit of their local community.”

Celebrating a special anniversary

Doug and Meg Langdell (pictured “We love it here, the area is lovely left), who live in Moffat, celebrated a and people couldn’t be nicer. We’re very special anniversary earlier this happier than we’ve ever been,” said year. Meg, who has had some interesting jobs in her time including as a The couple, who are both in their welder on the Spitfire planes and 90s, celebrated 70 happy years of later as a sugar boiler making marriage with family, friends and sweets. neighbours at a hotel in Moffat. When asked what the secret was to The pair live in DGHP sheltered their 70 happy years, Doug (who was housing in Moffat and they say a Bevin boy in the mines during the they couldn’t be happier. Having war) said: “Three little words – please, spent many years living in the West thank you and sorry.” Midlands, the couple moved to the area to be closer to family.

open door AUTUMN/winter 2016 1 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Listening to our tenants – and improving

One couple, who live in Stranraer, got “We got in touch, not to complain is now flagged up on our contractor in touch recently with a very important but to try and make things better. We Saltire’s systems. (*It’s important to message for DGHP tenants. were very happy with the service, the note here this is only if you inform us engineer who attended and everyone of this – so if this affects you please Margaret and Gordon McGuire on the phone, but it’s about listening let us know next time you call in.*) contacted DGHP to let us know about and improving.” their experience of an emergency 2. Stock - In addition, while the heating repair – to help improve future Earlier in the year, during the colder contractors hold a vast amount services and help other tenants. months, the couple found themselves of parts in their van stock, on this with no heating, on a Sunday morning occasion there was a supplier issue. during ‘out-of-hours’. This has now been reviewed and Saltire have improved their van stock An engineer, from DGHP’s heating during out-of-hours. contractor Saltire, attended the property within the stated four-hour Rebekah Jarvis, Director of Project and timescale. However, within a matter Business Resources with Saltire, said: of minutes the heating broke down “It’s been invaluable to hear from Mr again. The engineer didn’t have the and Mrs McGuire and to hear what a parts available and they had to be difference these things would have ordered in. The family were left with made to their experience. That’s why two heaters, but it took five days we’ve taken on-board their comments before the new part could be fitted and changed what we do now.” and the heating working again. David McLachlan, DGHP’s Contracts Due to health issues affecting her Manager, added: “It’s been really circulation, this left Margaret feeling encouraging to hear the comments Rebekah Jarvis, of Saltire, with tenants very cold and uncomfortable in her as we can really understand what we Margaret and Gordon McGuire and home. could have done better. DGHP’s David McLachlan As a direct result of their feedback “We do listen to our tenants and Mrs McGuire said: “If you have an and letter, DGHP and Saltire have put they can really make a difference to issue or a problem with the services a number of improvements in place, improving services. We believe the provided by DGHP, just tell them. It’s with immediate effect. changes made will benefit other the only way they can help or change tenants – all thanks to Mr and Mrs things for the future. And they do These are – McGuire.” listen. We contacted them and they’ve taken our comments on-board, they’ve 1. Additional needs - If a tenant made changes and we hope these will informs us of any additional needs benefit others. when it comes to emergency repairs (i.e. disabilities or health reasons) this

DGHP staff attend community Gas Safety Week event event DGHP, in conjunction with contractors and other agencies, held a special gas safety event in Staff from DGHP’s Communities and Communications team were September – as part of Gas Safety Week. delighted to join in with activities at a recent community event in Summerhill, Dumfries. The event brought together DGHP, British Gas and Saltire (DGHP’s heating contractor) to raise The weather was glorious and attracted the crowds to the event at awareness of gas safety in your home. Solway Summerhill Community Centre for their fun-day in August. Credit Union and DGHP’s benefits team also attended to talk to people about help with the DGHP staff were there, along with a variety of partner organisations cost of heating their home. including the Community Safety Team, Fire Scotland and Police Scotland. During the event a ‘gas safety’ word search was handed out to everyone attending and the lucky The audience enjoyed performances by local performers, the winner was Dumfries tenant, John McCraw. Corberry Pipers and many more as well as opportunities to try out a Some vouchers are in the post to you John. variety of different activities.

Community Participation Officer, Gordon Williamson said: “It was great to see so many people from all over, including many DGHP tenants, attending and having a good time - and it stayed dry!!”

2 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

New TARA group What is a TARA? want to ‘make a difference’ A Tenants and Residents Association, or TARA, is a group of people living in a specific area who come together to provide one voice for local people.

Groups are usually a mixture of tenants from local housing associations, home owners and other residents. They can form for lots of different reasons and many start because a specific issue needs addressed where they live.

TARA groups can do loads of different things to improve the area they live in. They can develop services for communities or provide additional Elaine Tyler, left, and Jim Henderson, facilities for people who live in their area. They right, both of the TARA with DGHP staff can also hold events and ask for views and Katy McBride and Evie Copland feedback to bring positive changes to their neighbourhood in their role as a collective voice. By Gordon Williamson, DGHP’s Community Participation Officer If you’ve read the story about Maxwelltown West TARA above and think a Tenants and Residents A group of people in the groups of young people round Association is missing from your community, let Maxwelltown area of Dumfries the ruins and explained a bit us know. have got together to try and about it’s fascinating past.” make a real difference to their We can help you get set up and started with the community. Kat Edwards, who acts as help of our expert staff. For more information the group’s secretary, is also and assistance to get started, call 0800 011 3447 The group have joined dedicated to working in the and ask for Community Participation. These together to form Maxwelltown community and as the mother groups are not run by DGHP, but we can offer West Tenants and Residents of two young children she support and advice in the early stages. Association (TARA). can see the value of getting organised. Chair of the group, Carole McCann, said: “It all started She said: “I enjoy the TARA School pupil artwork on when I saw an advert for the and everybody gets on well display ‘Our Place’ initiative, in north- together. We all want to make west Dumfries. I was intrigued a real improvement to the The final part of a project in one of our and after attending a few of area. The group were recently regeneration schemes in Dumfries is now their events and meeting some asked by DGHP to help judge complete! like-minded folk we decided an art competition for young we’d get together and set up people and we all enjoyed the An art competition was held for primary school our own Tenants and Residents experience.” children in Lochside, Dumfries, to freshen up the Association (TARA).” entrance to Oliphant Court, one of DGHP’s first At the moment the group are regeneration areas. The group has been supported involved with the “Our Place” by the ‘Our Place’ project, and project, acting as “community The boards replaced the original panels from the also by DGHP’s community connectors”, and they have some 2008 opening of the scheme. participation team, who have really exciting plans for the helped them get established. future. Our winners, all from Lochside Primary, were selected by the newly formed Maxwelltown One of their most interesting Carole added: “This always was West Tenants and Residents Association. We are projects to-date was their a vibrant community and we delighted with the results! launch event which was held at want to reflect that vibrancy, the orchard at Lincluden Abbey. there is a real story here - it’s the story of a community and the Group treasurer, Elaine Tyler, people who made it. We want to explained: “As we were holding collect those stories and develop the event in an orchard we them as a resource for future thought there was nothing generations.” better than having apples as a theme. We gave out free apple The group currently meet at the pies, apple juice and apples and North West Resource Centre, it was really popular. normally on the second Tuesday of the month and any interested DGHP Chairman David McMillan with “Carole is passionately interested persons will be made most one of the winners at the boards in local history so she took welcome. open door AUTUMN/winter 2016 3 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 A letter from the tenant editorial group to Open Door readers

Dear readers To write to us, the tenant members of the editorial group, We wanted to write a few lines to say “hello” and to send your letters to us at: introduce ourselves. DGHP Tenant Editorial Group- Dumfries and Galloway As you might have read in the last edition of your Housing Partnership, FREEPOST NAT 3109, Dumfries, DG1 newsletter, this is your new “Letters Page” – it belongs to 4BR. you. *If you’d prefer we didn’t print your name and address We are here representing all of you because we, like you, in the newsletter, let us know when you write in - but are DGHP tenants. please include your details with your letter for clarification We come from all corners of Dumfries and Galloway purposes. – Dumfries, Gretna, Dalry, Glenluce, Kelloholm and Annandale - and want you to enjoy reading your Please note - no stamp is required. newsletter.

We enjoy being part of the new editorial group that pull it together, but we want to know what you want to see included.

We now have our own address for you to write to us and we are interested to hear what you have to say about the newsletter and listen to your ideas.

As the new tenant editorial group for Open Door we are really keen to hear what you think of the newsletter. If there’s something you’d like to see here – a story about a Meet the group, pictured from left to right, back row: Dorothy Grant, certain issue or topic – then let us know. from Troqueer; David Thomson, from Dalry; Mary Muir, from Gretna. In the front row: Rose Gowan, from Glenluce; Robert Carnochan, from If you’d like to see more stories about tenants, about new- Eaglesfield and Sybille Trimble, from Kelloholm builds or about repairs – whatever it is let us know.

We are open to new ideas and want you to talk to us. Your view counts. Credit and buying goods - we want to hear your experiences Thank you Please take the time to read to write to us and help us our feature on pages 8 and 9 research this further. of Open Door – we believe it’s Tenant Editorial Group very important. This page is now your letters page and if you wish we will We are going to be doing print your letter for others to some research into the topic read – or you can mark it as of the true cost of in-store confidential and we will only credit and buying goods from use it in our research. rent-to-own stores. And also looking at the benefits of Or if you’d prefer we can come saving, and borrowing, with a out and speak to you about Do you have a credit union. your experience if you don’t want to write about it – you story for your These stores often advertise will help others in the future what – on the face of it – look by sharing your experiences like attractive deals – but on this style of credit. Open Door when you drill down a bit into the small print you are paying Please write to us at – Open newsletter? a lot more money than you Door newsletter, Dumfries and may need to. Galloway Housing Partnership, FREEPOST NAT 3109, Please read the article Dumfries, DG1 4BR. and write to us with your If so call us on experiences. You’ve perhaps *If you’d prefer we didn’t print bought from one of these your name and address in 0800 011 3447 stores, or fallen foul of a loan the newsletter, let us know shark. Or you might always when you write in - but please have stayed away from include your details with or email credit like this – for very good your letter for clarification reasons. purposes. Please note - no [email protected] stamp is required. Whatever it is we want you

4 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Dementia Friends Dementia Friends is a national campaign run by Alzheimer’s Scotland, which aims to raise awareness of dementia and dispel some of the myths around dementia.

Residents from Sanquhar, Dumfries, Lockerbie and Moffat came together at Catherinefield Court in Dumfries to meet the Alzheimer’s Scotland team in September.

Laney Gillespie, Supporting People officer with DGHP, said: “It was the natural next step for us to bring our residents into the programme. Many of our residents know someone who is living with dementia and it’s fantastic to see them so eager to learn more about how they can help their friends, family and neighbours.” Now that most of DGHP’s staff have completed ‘dementia awareness’ training, tenants across the region are also Jean Houston, a resident in Dumfries said: “Dementia could getting involved in the initiative, with some of our sheltered affect any of us. I was really pleased to get the chance to residents being the latest to become official Dementia become a Dementia Friend and will wear my badge with Friends. pride.”

DGHP Choir for charity Fundraising for this year’s The group is made up of staff Homes4D&G staff choir is in from DGHP and Loreburn. full swing. They have already been rehearsing together ahead The group, who will compete of their stage performance at in the 2016 A Choir for Charity the end of the month. competition, have selected RnR (Rest and Rehabilitation Their latest effort raised £367 of Serving Service Personnel) after they held a pub quiz at as their chosen charity this Cavens Arms in Dumfries in year. early October.

Rent project shortlisted for award DGHP’s Rent First campaign DGHP has worked with has been shortlisted for the Federation of Tenants a top award at the CIH and Residents to develop Scotland Excellence awards. the project and various information packs and Rent First is a DGHP- posters. wide campaign aimed at highlighting the importance The message with Rent of prioritising rent. It also First is simple – to get thanks those who do pay everyone talking about their rent, provides advice rent and to make sure on different ways to pay and everyone understands the takes a tougher approach importance of paying and for those who don’t make the consequences if they rent their priority. don’t.

Fly-tipping Fly-tipping is rubbish that is dumped on streets, alleyways, Witness statements make that job much easier and help us communal closes and gardens, or any private or public stop rubbish being dumped in our communities. ground. Not only is it unsightly in our neighbourhoods, it can be dangerous. If you discover fly-tipped waste, do not We cannot take action without YOUR help. You can do your disturb it. It could contain broken glass, chemicals or other part by reporting waste or bulky items in DGHP estates or hazardous substances. communal areas when you first discover it. Call us on 0800 011 3447 to report waste items in your community. Once a report of fly-tipping comes into DGHP, our neighbourhood management teams in your area have the If you need to get rid of large or bulky items we’ve got a list tricky job of investigating where the waste has come from. of ways you can do this at www.dghp.org.uk/reuse open door AUTUMN/winter 2016 5 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 DGHP invited to open garden project

DGHP’s Community Participation in-house training, life skills and Manager, Margaret McKeand, by signposting to other agencies officially cut the ribbon for the to enable clients and volunteers opening of Kate’s Kitchen new by giving them opportunities to garden project recently. achieve their full potential.

Several DGHP tenants attended The new garden provides home- the opening of the project, at their grown produce to be used at premises at the Beacon, in Annan. Kate’s Kitchen and they now have a volunteer gardening group to Kate’s Kitchen is a unique project help with the gardens continued in Annan that offers a ‘safe, friendly development. place, a hot meal and a listening DGHP’s Margaret McKeand, right, ear’. They provide support through cutting the ribbon

Home contents Federation visit insurance areas around D&G

DGHP does not insure your furniture, belongings or decoration - only the building you live in. With winter coming, there is no better time to make sure you are prepared in the event of a disaster.

Contents insurance to cover against theft, vandalism, fire and burst pipes protects your personal items and belongings if the worst was to happen.

While many people often hope that nothing will ever happen to their stuff, sometimes things can go wrong Mary, John and Dorothy out with the unexpectedly. However, we can help Federation Information Vehicle you obtain special home contents insurance aimed at tenants. Members of Dumfries and This year all tenants in the areas being Galloway Federation of Tenants and visited were sent a letter inviting Thistle Tenants Risk have created a Residents were out and about in them to come along. Dorothy Grant, scheme for DGHP tenants, offering their ‘Information vehicle’ during secretary of the Federation, said: “The cover to protect your belongings and giving you peace of mind at a low September 2016. letters definitely had an impact and price. lots of people brought them with Members were supported by DGHP them to the vehicle. Cover starts at just £1.62 per week. Call staff on the majority of their visits. us on 0800 011 3447 for an information A total of 99 people visited the “We were pleased to see so many pack. vehicle, 96 of which were DGHP people and to be able to help them tenants. Enquiries on the visits on the day. It’s also good to know that ranged from repairs, ground some of the issues raised have already maintenance, anti-social behaviour, been dealt with by DGHP.” rents and allocations.

Come and tell us what you think DGHP’s priorities should be

We are looking for volunteers to If you’re interested please contact us come and talk to us – at a very to put your name down. Contact us informal event (coffee morning and ask for Community Participation type event) in early January/ – either through our Customer February Service Centre on Freephone 0800 011 3447 or via email at We want to hear what you think [email protected] DGHP should be prioritising for the or through our facebook page at year ahead and we’d love you to facebook/teamdghp come along and join us.

6 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 Citizens Advice Bureau – how they can help you when it comes to paying your rent

“ “Come Come and and talk talk to to us us sooner sooner the importance of paying their rent, they encourage people to either call ratherrather than than later, later, we we are are here here to DAGCAS say it echoes what they’ve into the local offices or phone up for tohelp, help, not not judge.” judge.” always told people. advice.

That is the simple and clear message “We always tell people they need to Neil Henderson, another in-court coming from the team of staff and prioritise their rent. The other bills don’t advisor with DAGCAS, added: “We really volunteers at Dumfries and Galloway matter without somewhere to live,” said are here to help people. We are not Citizens Advice Service (DAGCAS). Ian Maxwell, DAGCAS in-court advisor. here to judge anyone or to tell them they’re wrong. We are here to help. We If you find yourself in a position where At that stage when we proceed to the have heard lots of situations over the you are struggling with your rent, or stage of eviction it can often feel like years and we won’t be shocked. We just finding it difficult to budget - then you there’s nowhere else to turn for some want people to take that first step and can talk to them for independent help people – that’s not true. talk to us.” and advice – and it’s free. If you need help when it comes to the One example staff at DAGCAS gave With offices throughout the region and court process, DAGCAS can also assist was around a situation where a woman outreach surgeries available the team and support you. had not contacted them until the are on-hand to help in many ways. day she was facing being in court where her landlord was asking for an eviction. Despite being advised of the help available from her landlord, and independent agencies like DAGCAS, none of this was taken up – until two hours before the court was to hear her case.

As a result it meant she attended court and missed a very important family matter. Although she was given more time to sort the matter out, due to the difficult circumstances she was facing, she missed out on the very important family matter. Had she contacted DAGCAS sooner this would have prevented it all. With a number of people with various “We can represent you and speak on professional backgrounds as well as a your behalf (as a lay representative) strong group of dedicated volunteers saving you the need for a solicitor Citizen’s Advice contact they offer a very wide service. Their and also saving you having to speak holistic approach means you can be yourself,” said Ian Maxwell, DAGCAS in- information helped with a variety of issues all under court advisor. Telephone number for all branches is: the one roof. For example they offer - “It can be a very scary and daunting 0300 303 4321 • Benefits advice to help maximise your experience for people and we can income make the process less stressful. Email for all branches is: • Help with consumer issues [email protected] • Debt and money advice “However, we need people to come • Housing issues relating to rights and to us – and the sooner the better. The Locations and opening times homelessness earlier we are involved in their case the • Relationship help and better it can often be. We have a good Nithsdale relationship with DGHP but we act 81-85 Irish Street, Dumfries, DG1 2PQ • Work-related problems Open – Monday, Tuesday, Wednesday and for the tenant and will liaise on their Friday 9am-5pm. Thursday 9am-7pm For DGHP, the main link with the behalf. services at DAGCAS is when it comes to Annandale & Eskdale rent arrears. “It can often be easier for us to speak 19a Bank Street, Annan, DG12 6AA to DGHP independently as the person Opening times – Monday to Friday 9am-5pm Evicting someone is always a last resort involved can sometimes get quite for DGHP and we don’t do it lightly, upset and angry and then they don’t Stranraer say what they meant to and the 23 Lewis Street, Stranraer, DG9 7AB however, when all the support we can Opening times – Monday to Friday 9am-5pm give has been offered and not accepted situation can spiral out of control,” added Ian. – sometimes there is no alternative. Stewartry With ‘Rent First’ an ongoing campaign 3 St Andrew Street, Castle Douglas, DG7 1DE at DGHP to make tenants aware of DAGCAS offer an open door policy and Opening times Monday to Friday 9am-5pm

open door AUTUMN/winter 2016 7 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 SPOTLIGHT ON credit unions and credit

Credit unions are a form of ‘people’s bank’ which Dumfries and Galloway is lucky to have two credit are created by groups of people joining their savings unions in operation in the region. Stranraer Credit together in a safe place and offers loans to members Union covers the west, with Solway Credit Union at affordable rates of interest. available to the rest of the region.

Solway Credit Union Stranraer Credit Union

Since 1999, people who live or work Stranraer Credit Union (SCU) was in Nithsdale, Stewartry or Annandale also set up in 1999, and has now and Eskdale have been able to save grown to more than 465 members. ltd with Solway Credit Union. ltd This credit union is entirely run by JOIN THE MONEY REVOLUTION JOIN THE MONEY REVOLUTION volunteers on a not-for-profit basis. Based in The Hub on the Vennel in Dumfries, the credit union has now grown to more than There is a Board of eight directors who steer and guide the 560 members. credit union. SCU is based at Hanover Square in Stranraer town centre. Solway Credit Union is a mutual organisation – that means it is run by its own members for the benefit of members. Members can set up savings account for a rainy day, a ltd ltd Members can set up savings account for a rainy day, a holiday or safety net, but can also borrow at low rates of holidayJOIN THE MONEY or safety REVOLUTION net, but can also borrow at low ratesJOIN of THE MONEY REVOLUTIONinterest should they need to. All savings are protected by interest should they need to. All savings are protected by the Financial Services Compensation Scheme. the Financial Services Compensation Scheme. Opening times: Opening times: Tuesday – Saturday 12pm – 5pm Tuesday 9am – 5pm; Thursday 9am – 1pm and Friday 9am – 1pm Contact: Telephone: 01776 706911 Contact email: [email protected] Telephone: 01387 267200 email: [email protected] website:SOLWAY www.solwaycreditunion.co.uk SOLWAY credit union ltd credit union ltd

JOIN THE MONEY REVOLUTION JOIN THE MONEY REVOLUTION Products available through Solway Credit Union

Save direct from your wages is credited to a pre-paid visa debit particular retailers. Solway Credit card which you can use to take money Union can supply the latest details of Both Stranraer and Solway Credit out at cash machines, get cashback in retailers in the scheme. Unions have agreements with a shops when you buy something, use number of employers to be able to as a debit card or use online. Loans save directly from their pay. The account also has a budgeting Credit unions offer cheaper loans ‘Rent First’ account feature which helps you set aside than payday loan companies and loan enough money to cover regular bills sharks – as you will see on the next Solway Credit Union has created like gas, electricity and TV to make page. a new product following the sure these are all accounted for. introduction of Universal Credit in You can’t go overdrawn and the In most cases to borrow from the our region. The Rent First account is account is available to everyone – no credit union you need to be a saver a simple bank account which helps matter what your credit history is. first (for a minimum of 13 weeks). You make sure your rent is always paid. can then apply to borrow based on the The small print….. amount of savings you hold. You sign up and your Universal Ltd Ltd Ltd solwayCredit paymentcredit union is made to your new There are some charges applied when However, Solwaysolway Credit credit Union areunion Rent First credit union account – the you use solwaythe account credit – but union if you are about to launch a new loan product creditJOIN THE union MONEY UHYROXWLRŨdoes the work behind interestedJOIN in signingTHE MONEY up, UHYROXWLRŨ contact for people to borrowJOIN THE small MONEY amounts, UHYROXWLRŨ the scenes to make sure the correct Solway Credit Union who will explain up to around £400, straight away amount goes to your landlord straight the specifics of the account. without being a member or holding away. There is also a reward scheme with any savings in the credit union. Check the card which gives cash incentives their website for future details at Then, whatever is left of your payment when the card is used to shop with www.solwaycreditunion.co.uk

8 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Joining a credit union

The first thing to find out is which You can join the Solway Credit Union course visit the offices in person and credit union you can join. Anyone who anywhere – you simply complete your fill in the form. lives or works in Nithsdale, Stewartry details online at or Annandale and Eskdale is able to www.solwaycreditunion.co.uk Whichever way you choose to join, you join the Solway Credit Union based will need some proof of identification in Dumfries. If you live or work in the Alternatively, both credit unions can and proof of address to complete your Wigtown district, you are able to join send application paperwork out in application. Stranraer Credit Union. the post after a phone call. You can of

Credit comparison guide THROUGH INTEREST SAVING UP Pay for just 0% ONE thats like paying CREDIT INTEREST for just UNION over 12.5% 1

thats like PAYDAY INTEREST paying for LOAN 1,250% 12

thats INTEREST from like paying LOAN for AT LEAST SHARK 2500% to 131,000% - Thats like paying for between 26 and 1300! 26!

A look at comparable loan rates, over a 12-month period. Please note these are illustrative examples only (correct at time of print, Oct 2016) and all loan rates should be checked fully by applicants at the time

NEXT TIME....

We will be taking a closer look at the stores who sell you goods on credit, and rent-to-own style stores – often at what looks like a very attractive price.

We believe many people could be being misled by the ‘real’ repayment costs of these items and we want you to know exactly what’s involved.

We will be sending our undercover investigator out – on your behalf – to find out the RT UE cost of buying from these stores.

Not only do many of them offer very high interest rates (APR) but they also sell the items at much, much higher prices to start with. PLUS if you miss a repayment on these items they will take the items away from you.

We are going to make this our aim to raise awareness of this type of credit through our newsletter. We also want you to tell us YOUR experiences and help us investigate (see more on page 4 for details on how to do this). open door AUTUMN/winter 2016 9 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 Evicting tenants who don’t pay their rent

‘Rent First’ is DGHP’s message to all tenants for DGHP and we do everything we can in Dumfries, a 32-year old from central and customers. It has been in place for to support our tenants in sustaining and Lochside, Dumfries, and a 44-year old from almost a year now and as you’ve read in your managing their rent and homes. However, the Georgetown area of Dumfries newsletter throughout the year, it’s having sometimes eviction really is the only option. a significant impact on the way we all view • In May, a 42-year old from central Dumfries rent. We wanted to let you know about some of was evicted the recent evictions that have taken place – As you might have read earlier in this edition in relation to people not paying their rent. • In June, two tenants were evicted – a 24- of Open Door it has also been shortlisted Unfortunately there are some myths around year old from Lockerbie and a 26-year old for an award as ‘campaign of the year’ with that DGHP won’t evict you if you don’t pay from Annan the Chartered Institute of Housing (CIH) your rent and that we take a more lenient Scotland. approach to certain circumstances or family • Three tenants were evicted in July – a make-ups. 31-year old from Lochside in Dumfries, a The innovative project aims to ensure 37-year old and son, also from Lochside, all tenants of DGHP make rent their first However, that is not the case. If you don’t and a 37-year old man with two children priority. This means that even if you pay rent pay your rent, and don’t engage with us to from Stranraer regularly we still want to engage with you resolve this and put payment plans in place about it. we have no option but to take this to court • In August one tenant, a 46-year old from and raise an action to evict you. Stranraer was evicted We’ve featured many articles looking at the different strands of Rent First and in this Since April this year (until the end of • September saw a 23-year old evicted from edition we want to let you know a bit more September) we have evicted 11 tenants solely Dumfries about what happens when not paying your for rent arrears. Here we tell you more – rent leads to eviction. • In April, three tenants were evicted for Evicting someone is always a last resort rent arrears - a 45-year old from Lincluden

Facebook posts

Following the launch of DGHP’s Facebook page last year, we don’t want our readers who don’t have access online to miss out on the updates we post. So here is your monthly update, going back as far as May.

May June July

We took some time to honour the work Our scheme at Lochside is mixed tenure In July we were proud to share our of our dedicated support teams across with some homes for rent and some for successes - we looked at some of the the region, without which many people sale. The start of the summer weather let excellent performance of our repairs team. couldn’t manage their tenancies. us get some new signs up to advertise the properties!

August September OCTOBER

That time of year again when we were Our gas safety drop-in event was a perfect In October DGHP tenants attended the IUT preparing our Annual Report and opportunity for Carol Burnett and Steven Congress and shared best practice with Report Card – time to get out with the Kennedy, from our Welfare Benefits team, tenants world-wide photographer and meet some tenants to raise awareness of what they can do to across the region. help our tenants.

10 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Garden competition winners announced

Green-fingered tenants from all over the region showed off “The standard of entries was very high and it was very their handiwork in DGHP’s annual garden competition. difficult to actually select the winners. I thought that many of the entries were worthy of some recognition. The competition, which has been running for many years, was this year judged by five-time winner Jim Thompson, “I really enjoyed the experience of judging,” said Jim. from Moffat.

Here at DGHP we were delighted to have Jim judging the entrants and we’d like to thank him very much for taking the time to do this.

Jim said: “When DGHP asked me to judge the competition I was honoured and happy to help.

“I had decided last year that I wanted to finish on a high and didn’t enter this year, but I appreciated this opportunity to stay involved.”

From the entries received, Jim chose the following –

Winner - mrs Ergun, of Lochmaben Runner-up - Mr Kennedy, of Dumfries Joint third - mrs Maxwell, of Dumfries and Mr Pagan, of Kelloholm

The winners received certificates and garden vouchers. Certificates were also issued to other entrants that the Mrs Ergun’s winning garden, in Lochmaben judge felt worthy of commendation.

Mr Kennedy, of Dumfries, was runner-up Mrs Maxwell, of Dumfries, took joint third Mr Pagan, of Kelloholm, also took joint third

Useful contacts

DGHP Customer Service Centre police scotland D&G Council Noise Team 0800 011 3447 101 030 33 33 3000 Scottish Power Fire and Rescue Service ILS (Independent Living Support) 0845 27 27 999 01387 252222 01387 261746 Scottish Water Dumfries and Galloway The Samaritans 0845 601 8855 Council 08457 90 90 90 National Gas Emergency Service 030 33 33 3000 Citizens Advice 0800 111 999 D&G Council Antisocial 0300 303 4321 NHS24 Behaviour Team Welfare Rights 08454 24 24 24 0800 027 6567 01387 266888

open door AUTUMN/winter 2016 11 www.dghp.org.uk www.dghp.org.uk freephonefreephone 0800 0800 011011 34473447 03450345 606 606 34473447 Are you prepared for winter? Do you know where to find your stop valve in your home?

Be prepared this winter! Locate your stop valve today and help prevent an emergency in your home

Winter can bring with it many problems but by being prepared you can prevent damage to your home and contents. Knowing where your stop valve is located in your home is a simple – but very effective step to preventing catastrophic damage.

Locating your stop valve - Burst pipes

• Your stop valve controls the water supply entering your home. If a pipe in your home bursts – It is often under your kitchen sink - or sometimes it can be lo- • Locate your stop valve and turn it off immediately cated elsewhere depending on where the service point enters • Switch off your immersion heater and central heating boiler your property. It is nearly always in a room where water will • Open all hot and cold taps to drain them of any remaining be used on the ground floor (i.e. bathroom/kitchen) water AFTER the stop valve has been turned off. This will • To turn it off, rotate it clockwise until it’s completely closed. minimise damage Do not force your stop valve if it’s difficult to turn. Seized-up • Switch off your electricity supply at the mains if there’s any valves can break chance that water could come into contact with wiring or fit- • Check valves every few months to ensure that they can be tings. opened and closed easily • Call DGHP on 0800 011 3447 • Sometimes - when work is carried out - stop valves end up • You can make a temporary repair to a burst pipe by binding it behind cupboards, under floorboards or boxed into unusual tightly with a cloth or tape places. If this is the case please make sure you know where it • Place a bucket or basin under the leak to collect the water. If is located before any problems arise you don’t have either a plastic bag would do in an emergency

Prevention - simple steps to take Frozen pipes

If a pipe in your home leaks and water comes gushing through If a pipe in your home freezes - the ceiling, it can cause real damage. You can avoid this kind • Locate and turn off the stop valve immediately of damage by preventing burst pipes and leaks in the first • Switch off your immersion heater and central heating boiler place. As frozen pipes often burst, care through the winter is • Open all COLD taps to drain the system crucial. • Call DGHP on 0800 011 3447

• If possible, keep your heating on constantly – at a lower tem- perature Thawing out frozen pipes • Open the loft hatch door on cold days to let heat in • NEVER attempt to thaw them by putting the immersion • If you’re away from home during the winter ask a friend or heater or central heating boiler on neighbour to check on your property and make sure the • Instead check for leaking joints or bursts in the pipes. Then pipes haven’t burst or frozen] gently heat any frozen sections with a hairdryer or heated cloth wrapped around the pipe • NEVER apply a direct flame

DGHP Customer Service Centre 0800 011 3447 (freephone) 0345 606 3447 (charged at network rate) email us: [email protected] or visit our website: www.dghp.org.uk

12 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Preparing your home for the colder months

Condensation or mould can become a for mould fungus to form. window trickle vents are open and clear. problem in your home at this time of year, Mould most commonly appears in Leave space between furniture and external but there are plenty of ways you can keep bathrooms, kitchens, behind furniture and walls to allow air to circulate. your home damp-free by following our sometimes in cupboards. Do you know where to find your simple advice. Our usual winter message will help too – it Things you can do is better to keep your heating on all day low Mould and condensation can be caused by and constant, than putting it on in short a number of things and can be something You can reduce the moisture in the air in high bursts. Manage the heat in individual stop valve in your home? as simple as not ventilating a room a number of ways. If you see condensation rooms with the radiators. Don’t warm properly. forming on windows or surfaces, wipe it unheated bedrooms by leaving the door away with a dry cloth. When cooking, open open to a heated room, this will just allow There is always moisture in the air, even if a window or use an extractor fan to let out warm damp air to enter the room and you can’t see it, and most of the moisture in the steam. To reduce steam, keep lids on leave condensation on cold surfaces. Be prepared this winter! your home is created by normal day-to-day saucepans while cooking. activities like making a cup of tea or having If you are struggling to manage a bath or shower. Just going to bed tonight, In the bathroom, open a window or use condensation in your home, call us on 0800 Locate your stop valve today you will release around a pint of moisture an extractor fan after a bath or shower 011 3447 to speak to a member of the team. into the air overnight, which is why you and close the door so that moist air exits and help prevent an emergency in your home might have steamed up windows in the from the window and not into the rest of morning. your home. When running a bath, you can One person breathing reduce steam by 90% by putting cold water overnight produces 1 Winter can bring with it many problems but by being prepared Condensation happens when warm air in first then adding hot. pint of water you can prevent damage to your home and contents. Knowing cools. Little droplets of water are released when that warm air comes into contact Don’t put clothes on radiators to dry, put Bath or shower where your stop valve is located in your home is a simple – but with a cool surface, like a mirror or a clothes outside or in a room with the produces very effective step to preventing catastrophic damage. window, forming a misty layer. That’s why window open and the door closed to 2 pints of water condensation happens more during the reduce moisture. Tumble dryers should winter months when its cold outside. have ventilation pipes which lead outside too. Cooking and boiling If the moisture is not removed from the air kettles produces 6 in the room and it comes into contact with As well as reducing the moisture, you pints of water a cool surface, condensation will be formed. can stop mould and condensation by increasing the air flow in your home. Mould happens as a result of the Open windows for five or ten minutes Drying clothes condensation and will grow wherever there immediately after having a bath or shower. produces 9 pints is moisture. If condensation regularly forms of water on a surface, it provides perfect conditions In your home, make sure all vents and

Damp/condensation quiz If mould is appearing in your home, this quick quiz can help you diagnose the problem before calling into the Customer Service Centre. Please note this is only a guide, and is not a complete diagnosis

Mostly As Do you dry clothes in your Do you heat all the rooms in home? your home? If you got mostly A on the quiz, you could have a. Never a. All the time a problem with rising damp, water getting into b. Sometimes b. Some of the rooms your home due to an external repair needed or an c. All the time c. None of the rooms internal leak.

Do you open windows or turn At what time of year do you Rising damp, for example, doesn’t cause mould to on a fan after cooking and experience mould? grow – instead, you’ll see a tide mark travelling up bathing? a. All year round your wall. a. Every day b. Only on very cold days b. Sometimes c. From October to April If you believe it is a damp issue rather than c. Never condensation please contact us on 0800 011 3447 as soon as possible so that we can investigate the Do you keep windows open cause. during the day and at night? a. All windows Mainly Bs and Cs b. Some windows c. None If you got mainly B and C, it sounds like you have too much moisture in your home, which is causing condensation to form. We’ve got helpful tips and advice to help you on our website, visit www.dghp. org.uk/condensation for more.

open door AUTUMN/winter 2016 13 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Putting things right and compliments received

Here at DGHP we always aim to provide the best service • DGHP upheld a complaint where it was found that to you, our customers. However, we know we don’t always the contractor didn’t order parts required to complete get things right and that’s why we value your complaints works. The tenant contacted DGHP to advise that they and use them to improve. We want you to tell us if we get it had been waiting a long time for a repair it and it was wrong to allow us to put it right. discovered that parts had not been ordered, the works were completed out of target timeframe. If you’d like to make a complaint you can do so by speaking to any member of staff, or by contacting our Customer Compliments Service Centre on Freephone 0800 011 3447, by email to [email protected] or via live chat on our We also love to hear from you when we do things well too. website at www.dghp.org.uk or via our facebook page at Some recent examples of compliments we’ve received are - facebook/teamdghp • A tenant called to thank Saltire (DGHP’s heating A look back at the last 6 months (April – September) contractor) on their speedy attendance to a repair • Another tenant called to thank the Morgan Sindall Complaints Quarter 1 Quarter 2 operative as he was polite April-June July-Sept • Someone called to thank DGHP’s CSC staff for their helpfulness Number of complaints received 238 161 • A tenant called to say that she was grateful for the wet Number of complaints responded to 208 140 room that was installed for her daughter. She says the in full stage 1 men were tremendous and the fitting of the wet room Number of complaints responded to 32 30 has made a substantial difference for the quality of her in full stage 2 life as she was unable to wash except for a towel and Number of stage 1 complaints upheld/ 124 85 soap before partially upheld • A tenant called and asked for it to be noted how pleased Number of stage 2 complaints upheld/ 20 14 she was with overall plaster work repair carried out by partially upheld Morgan Sindall – everything from the operatives attitude and standard and cleanliness of work was excellent Complaints that were not upheld

It’s important to note that not all complaints are upheld. Of those not upheld it was found that staff were following policies and procedures. Examples of these are: • A tenant complained that a member of DGHP’s staff was rude when enforcing an estate management issue. Investigation of the matter showed that staff acted professionally throughout the call. • A tenant complained that DGHP failed to attend their property following a leak from the flat above. Investigation showed that the leak was reported out of hours, the customer advisor contacted the tenant to advise that water may be penetrating their property and to offer to send someone out, the tenant refused as they were on their way to work. DGHP arranged for the contractor and Technical Inspector to attend the following morning. The tenant was advised that DGHP followed the correct process and no award of compensation was given.

Complaints that were upheld – some examples below:

• DGHP upheld a complaint where it was found that staff assigned the incorrect priority to works. This led to compensation being offered in recognition of damaged Scottish Public Services Ombudsman update decoration. A case review was held to ensure that this situation was learned from. The tenant did not During quarter two (from July 1-September 30) the Scottish accept the offer and approached the SPSO for a further Public Services Ombudsman (SPSP) advised DGHP that investigation, they refused to investigate as DGHP had two complainants raised their concerns with their office recognised the issue and offered to reimburse for the after exhausting DGHP’s Complaints Policy. In both cases minor damage caused. the SPSO advised the complainants that they were unable to investigate the complaints.

14 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 WELFARE reform

Benefit Cap changes

There’s a limit on the total amount of Widows Pension if you started getting cap. The housing benefit office will also benefit that most people aged 16 to 64 can it before 9 April 2001); Universal Credit write to you regarding this change if you get. This is called the benefit cap. (unless you’ve had a work capability are affected. assessment and aren’t fit for work) • From Oct 5th, tenants who are carers and The current cap is: are currently ‘capped’ will get a letter You will not be affected by the benefit giving them exemption from capping • £500 per week (£26,000 per year) if you’re cap if anyone in your household qualifies from Nov 7th. in a couple, whether your children live for Working Tax Credit or gets any of the • From Nov 7th, claimants who are already with you or not following benefits: capped will be re-capped at the new • £500 per week (£26,000 per year) if you’re lower level. The Department for Work single and your children live with you • Armed Forces Compensation Scheme; and Pensions will notify housing benefit • £350 per week (£18,200 per year) if you’re Armed Forces Independence Payment; offices of the relevant cases as close as single and you don’t have children, or Attendance Allowance; Disability possible to Nov 7th (and subsequent your children don’t live with you. Living Allowance (DLA); Employment roll out dates) in order to make sure and Support Allowance (if you get the information about family size, disability From November 2016 this will be changing to: support component); Industrial Injuries benefits, rent levels etc. is current. Benefits (and equivalent payments as • From November 9th newly capped • £384.62 per week (£20,000 a year) if part of a War Disablement Pension or the claimants start to have the cap applied you’re in a couple, whether your children Armed Forces Compensation Scheme); live with you or not Personal Independence Payment (PIP); The full schedule however has not yet • £384.62 per week (£20,000 a year) if Universal Credit payment for ‘limited been agreed so these dates are subject to you’re single and your children live with capability for work and work-related change. you activity’; War pensions; War Widow’s or • £257.69 per week (£13,400 a year) if you’re War Widower’s pension What should I do if I get a letter about the single and you don’t have children, or Benefit Cap? your children don’t live with you Further exemptions Should you get a letter from the The cap applies to the total amount people When the new benefit cap rate is Department for Work and Pensions or the in your household (you, your partner and introduced you will also be exempt from council’s Housing Benefit office regarding any children living with you) get from the the cap for a nine month period if you the Benefit Cap it is important that you: following benefits: had been in work for 50 of the previous 52 weeks. This is to allow you time to try and 1. Provide them with any information that • Bereavement Allowance; Carer’s find a new job. You will also be exempt if they are looking for. Should you need Allowance (this won’t be affected by the you are in receipt of Carer’s Allowance or any assistance with this then do not benefit cap from November 7, 2016); Child Guardians Allowance. hesitate to contact us. Benefit; Child Tax Credit; Employment and Support Allowance (unless you get When will the new cap rates come in to 2. If you have had any changes in your the ‘support’ component); Guardian’s effect: circumstances then make sure that you Allowance (this won’t be affected by have advised them. the benefit cap from November 7, 2016); The new cap rates are being implemented Housing Benefit; Incapacity Benefit; at different stages. We believe that: 3. Ask us for a benefit health check. Income Support; Jobseeker’s Allowance; Should you be entitled to Personal Maternity Allowance; Severe Disablement • Department for Work and Pensions will Independence Payments or the support Allowance; Widowed Parent’s Allowance be issuing letters to tenants who they component of Employment Support (or Widowed Mother’s Allowance or believe will be affected by the benefit Allowance then this would mean that you would no longer be subject to the benefit cap.

4. If you are told that you will be affected by the benefit cap then you will be able to apply for a Discretionary Housing Payment to assist with the shortfall between your rent and your Housing Benefit entitlement, however, there is no guarantee that any award will be made.

Example 1

James and Susan have five children under the age of 18 for which they receive child benefit. They also receive income-based jobseekers allowance, child tax credit and housing benefit.

Their rent is £75.25 per week. They receive in benefits: • Housing benefit: £75.25 per week • Jobseekers Allowance: £111.45 per week • Child benefit: £75.50 per week • Child tax credit: £277.96 per week Giving a total of £540.16 per week open door AUTUMN/winter 2016 15 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

At present their benefits have been At present the cap that applies to capped to £500 per week. As their Simon is £350 per week. As his income income from benefits is £40.16 more from benefits is £30 more than this, his than the cap then their Housing Benefit housing benefit gets reduced by £30 entitlement is reduced by this amount. per week, meaning that his housing They will only be receiving £35.09 per benefit entitlement reduces to £40 per week in Housing Benefit and will have week. This means Simon has to pay to pay the shortfall of £40.16 towards £30 per week towards his rent from his their rent each week. remaining income.

However, come November 7th 2016 From November 7th the cap that their cap will be reduced to £384.62. applies to Simon will reduce to £257.69. This means that their income will now This means that his income will now be be £155.54 over the cap. Their Housing £122.31 more than the cap level. Benefit entitlement will reduce to 50p per week as this is the minimum This means that his Housing Benefit amount of Housing Benefit that must entitlement will reduce to 50p per be left in place if you are eligible for week as this is the minimum amount Housing Benefit. He will now have to of Housing Benefit that can be paid to pay £74.75 towards his rent someone who is eligible for Housing Benefit. Simon will have to pay £69.50 Example 2 per week towards his rent from 7th November. Simon lives on his own and his weekly income from benefits is £310 per week. He also receives £70 per week in housing benefit. This means that for cap purposes his income from benefits is £380 per week (£310 + £70).

Make sure you’re maximising your What other websites can I use for income – we can help! job searches rather than universal job match? Are you struggling to make We are here to help you and ends meet? want to make sure you are There are a number of websites out there that could be useful receiving everything you are when it comes to job searching. Some of them are listed Do you think that you may be entitled to. below. entitled to other benefits but are unsure? To date, Steven has worked with more than 200 tenants to www.dgwgo.com www.myjobscotland.gov.uk Do you struggle with filling in try and maximise their income They have a jobs section on www.scotcareers.co.uk where possible. benefit applications? their website for local jobs www.jobs.scotland.org.uk If the answer to any of these Out of those, 59 tenants have www.reed.co.uk www.jobs.scot.nhs.uk questions is yes then please had all their additional DWP www.indeed.co.uk www.totaljobs.com contact us today. Call us on benefits awarded. We have www.monster.co.uk www.uknetguide.co.uk Freephone 0800 011 3447 (or been able to help these tenants www.fish4.co.uk 0345 606 3447 from a mobile) access an extra £6,719 per week and ask to be referred to DGHP’s in DWP benefits. This is an in-house Welfare Benefit Advisor, additional £113.88 per week, on Steven Kennedy, for a benefit average, for each tenant. health check. A focus on Universal Credit

Universal Credit has now been At the time of printing this in our area for over a year. article we have 253 tenants who have applied for Á HELP It is still for single people, with Universal Credit (since 26th no children, who become a April 2015). In Dumfries and DON’T GET LOST new jobseeker as a result of Galloway there have been IN THE MAZE OF losing their job or finishing at 850 people who have applied BENEFITS AND college. for Universal Credit in total APPLICAT ION FORMS – to-date. WE ARE HERE TO The Government does plan HELP YOU. to roll this out further in our area to all new claims for Income Support, Job Seekers Speak to us today to make sure Á you are maximising your benefit Allowance, Employment BENEFITS entitlement. Support Allowance, Working APPLICAT ION FORMS Tax Credit, Child Tax Credit GRANTS and Housing Benefit but we MONEY ADVICE We are here to help don’t expect this to happen in Dumfries and Galloway until If you are struggling to pay your rent, contact us on Freephone 0800 011 3447 sometime between April 2017 and September 2018.

16 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Looking at Universal Credit, from a tenant’s perspective

We have been following one tenant on where I live. I also do volunteer work during is to go in to and they advise that you need their ‘Universal Credit journey’ and talking the week but I am still expected to do a bank account rather than a post office to them about their experiences. This is 35hours a week of job searching. account. They don’t mention, or at least what they had to say: they didn’t mention to me about the Credit I make sure that I use the Universal Job Union account being a possibility. (see pages 1) How did you find the claiming process? match website along with other recruitment 8 and 9 for more information on credit sites such as Indeed, myjobscotland etc. unions) Claiming online was simple. The application form was easy to complete. There are, I know how easily you can be sanctioned for 8) Do you prefer Universal Credit to JSA or however, two questions on the application the smallest of things. Luckily I haven’t been have you not noticed a difference? form where it was not clear what they sanctioned but I make sure that I am at least meant. five minutes early for my appointment as I In all honesty I think Job Seekers Allowance have seen people who have turned up late was better. I feel that there was slightly There is a question that asks do you pay and been told that they were sanctioned. more flexibility with the claimant rent – yes or no. If you currently receive commitment under Job Seekers Allowance housing benefit then you need to make sure 5) Do you find that there is a different than there is with Universal Credit. you answer yes so this question could catch attitude with the Job Centre staff? Are people out. they more helpful than previously? 9) Universal Credit will start to roll out further in this area at some point between There is also a question asking if you have The work coaches who are dealing with April 17 and September 18. At this point, been absent from the UK for a period of Universal Credit used to deal with Job those already on Universal Credit will be 4weeks or more in the last 2 years. This Seekers also. I haven’t had any problems able to access more details of their claim question is actually aimed at whether and always found my work coach to be online. This includes being able to leave you have been absent from the UK for a nice and helpful. Under Universal Credit I messages for your work coach, report continuous period of 4wks and not absent a have always met with the same work coach changes online and be able to view your week at a time. which also helps. award letters etc. Is this something you would use? I got a call from the job centre to advise me The only problem I have is that I have to go of when I was to attend an appointment to Dumfries each time to meet with them Yes I would welcome this. However, not at Dumfries Job Centre. When I had my whereas under Job Seekers I was able to everyone has their own computer or internet first appointment they also asked if I was attend a different office. provider so a lot of people will only be able happy for my landlord to be advised that I to access a computer at the library. Our local had claimed Universal Credit. I advised that 6) How easy are you finding it to deal with library has had a lot of technical problems I was as this allowed them to contact my the monthly payments? lately so when this happens people would landlord to get up-to-date rent details so struggle to do the job searching that is that my claim could be processed. It was a battle to start with as I was so used required of them. to being paid Job Seekers every fortnight. I 2) Did the job centre give you much am now more confident at managing my This also stops the need of having to phone information about Universal Credit? monthly payment and the first thing I do is Universal Credit to report a change of ensure that my rent is paid. circumstances as I think it will be a lot easier No, they didn’t explain what it was. I had to do to this online. originally applied for Job Seekers Allowance I have had to borrow money from family at (JSA) and it is when they went over my claim times in the beginning but I now feel that 10) If you were to offer anyone who is they realised it should be Universal Credit I am doing ok. This however could change applying for UC any advice, what would it that I was claiming. As I had given the job if I got an unexpected bill but I know that be? centre permission to advise my landlord should that happen I can speak to DGHP for then my landlord was able to advise me some advice. I might also be able to apply To make sure that they ask the right what Universal Credit was and they sent me to the Scottish Welfare Fund for a Crisis questions. Make sure that the job centre a booklet to keep that had more detail in it. Grant or Community Care Grant should this explain what Universal Credit is and that happen. they are clear with what happens if you 3) Did they discuss how you would manage don’t do what is required as part of your monthly payments rather than fortnightly 7) Are you aware of the Solway Credit claimant commitment. payments and was a short term benefit Union ‘rent first’ account to receive advance discussed? payment of Universal Credit? (This is an I would also recommend that you are account that is provided by Solway Credit honest with them when you are agreeing This was all discussed with the work coach Union and it allows for your UC award to your claimant commitment so if there is any at the job centre. They did give me a short be paid in to the account. It also gives you reason why you cannot do a particular thing term benefit advance but I didn’t want to the option to set money aside to pay your they may be able to adapt your claimant take the maximum advance as I would have rent and they will then make sure that this commitment so that it is achievable. to pay it back so I wanted to make sure I had money is paid directly to DGHP. You are a manageable amount to be paid back each then able to use the rest of your money Also, when the form asks do you pay rent, if month. This money did help me until my as you choose.) Is this something you you are a DGHP tenant, then make sure you first Universal Credit payment was made but considered/would consider? say yes. If you say no then they won’t pay it was a struggle as it took about 6weeks for you anything towards your rent costs. me to receive my first payment of Universal I wasn’t aware of the Rent First Account from Credit. the Credit Union until DGHP advised me If you are under-occupying your property of this. I think that this is an account that then you also need to make sure that you 4) Do you find the ‘claimant commitment’ would suit someone who currently doesn’t contact Dumfries and Galloway Council and any different from when you were on Job have a bank account and needs one to ask for a Discretionary Housing Payment. The Seekers? receive payment of Universal Credit. Job Centre will not do this for you. If you are unsure what to do about this then DGHP will I feel the claimant commitment is stricter. Personally, I already have a bank account help you. Also, if you have to pay any council I have to do 5hours per day of online job and prefer to use this. So whilst the Credit tax you will also need to contact Dumfries searching which can be difficult to do as Union account isn’t ideal for me it could be and Galloway Council to make a claim for there are not many jobs out there. I live in a for others. The job centre staff discuss the Council Tax Reduction as the job centre will rural area and there are even less jobs near account that your Universal Credit payment not do this for you either as part of your claim. open door AUTUMN/winter 2016 17 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 LHA CAP FOR SOCIAL HOUSING

This is one of the latest items arising from after 1st April 2016. However, if you are living to work like this: Welfare Reform. It will not kick in until in supported accommodation it will not April 2018 but it could potentially affect all affect you until a later date. If your tenancy was signed before 1st April tenancies that start after 1st April 2016. 2016 then your Housing Benefit or Housing WHAT IS THE LOCAL HOUSING Costs Element for Universal Credit will be The Government are proposing to cap ALLOWANCE (LHA)? assessed in the same way as it is at present. the amount of Housing Benefit/Housing Costs Element for Universal Credit payable This has been in existence for some If your tenancy was signed from 1st April to social housing tenants to the lower of time but at present it only applies to the 2016 onwards then the Housing Benefit two figures: the eligible rent (after under- private rented sector. Similar to the under office or the DWP office will need to work occupation charge), or the Local Housing -occupancy charge, there is a maximum out the maximum amount of rent that Allowance rate that is applicable to their level of rent that is payable by way of they can cover through Housing Benefit or circumstances. Housing Benefit/Universal Credit depending Universal Credit. They will look at 2 things: on the number of bedrooms that you WHY ARE THE GOVERNMENT DOING THIS? require. 1. Your gross rent, less any service charges that cannot be covered by Housing To attempt to align the social and private However, there is one main difference Benefit or Universal Credit. They will then rented sectors. They believe that social rents between under-occupancy that we have look at the number of bedrooms you are increasing at a much faster rate than in in the social rented sector and the Local require and if you are under occupying the the private sector and that housing benefit Housing Allowance that is used in the property they will deduct 14% from your recipients in the social sector are receiving private rented sector. rental costs if you are under occupying by more than they would if they were renting in 1 bedroom. They will deduct 25 from your the private market, which in turn is creating Under LHA rules if you are single and under rental costs if you are under occupying by more pressure upon the Housing Benefit 35 with no children then you are restricted 2 or more bedrooms bill. The overall aim is to take control of to what is called a shared room rate, the Housing Benefit bill and to ensure that rather than a one bedroom rate. There is a 2. They will look at the number of bedrooms tenants are treated the same regardless significant difference in the amount of rent you require and allocate the appropriate of whether they live in the private or social that can be covered by Housing Benefit/ LHA rate. rented sectors. Universal Credit if this applies. The maximum amount of rent that could WHO WILL BE AFFECTED BY THIS? HOW WILL THE LHA CAP WORK? then be paid to you for Housing Benefit or Universal Credit is the lower of the two It is likely to affect all tenants, regardless of The Government is still formulating the amounts. their age, if you signed a new tenancy on or policy on how this will work but we expect it

Example 1 Example 2 WILL THERE BE ANY EXEMPTIONS FROM THIS?

Michael’s tenancy started on 10th Danielle is 35 and her Yes there will be some exemptions from who has the shared August 2016. He lives in a one tenancy started on 10th room rate applied to them. In general, if you are under 35 bedroom property and his rent August 2016. She lives in then you will be restricted to the shared room rate. is £63.99 per week. For Housing a one bed property. Her Benefit purposes he requires a rent charge is £63.99 per However we believe that the following exemptions will apply: one bedroom property. He is 29 week. years old. • If a severe disability premium is included in your Housing At the moment the Benefit, Income Support, Job Seekers Allowance(Income At the moment the maximum maximum level of Housing Based), Employment Support Allowance (Income Related) level of Housing Benefit he can Benefit she can receive is or Guaranteed Pension Credit and no one gets Carers get is £63.99 per week. £63.99 per week. Allowance for looking after you • If you are under 22 and a young care leaver Come April 2018 he will be subject Come April 2018, she will • If you require regular overnight care from someone who to the social housing LHA cap. As be subject to the social does not live in your property. You must have a bedroom he is under 35 and lives alone he housing LHA cap. As she in the property for a non-household carer to stay over. will be restricted to the shared requires the use of one You must also be in receipt of Middle or High Rate care accommodation rate, which is bedroom and is over 35 component of Disability Living Allowance or the daily living currently £59.44 per week. This the LHA rate that will component of Personal Independence Payments means that from April 2018 be applied here is the there will be £4.55 per week that one bedroom rate. This You could also be protected from having the Social Housing Michael will have to pay towards is currently £80.55 per LHA cap applied for a period of 13 weeks if - his rent as it will not be covered week. As Danielle’s rent by housing benefit. He will be is less than £80.55 per • You were able to pay the rent on your accommodation able to apply for a Discretionary week it means that her full when the tenancy began AND Housing Payment to help with the rent could be covered by • You have not had to rely on Housing Benefit in the last shortfall but there is no guarantee Housing Benefit/Universal 52wks prior to you making your claim for HB/Housing costs that he will receive help towards Credit. this shortfall.

IF I AM AFFECTED CAN I APPLY FOR that you would be awarded a Discretionary you choose a property size that you will ASSISTANCE TO PAY THIS EXTRA Housing Payment. under occupy (ie, has more bedrooms than SHORTFALL? required for you and your household), IS THERE ANYTHING ELSE I CAN DO? consider in advance how you will pay any Yes. You can apply to Dumfries and shortfall as a result of this cap if you need Galloway Council for a Discretionary If you are on a waiting list or are looking to to rely on Housing Benefit now or in the Housing Payment. However, their funds move property then you should carefully future. will be limited so there is no guarantee choose your preferred size of property. If

18 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Engaging with our customers

From April this year (your last edition June under-25s and 297 were between 25 of Open Door) until the end of and 60. We engaged with 457 over-60s September we have engaged with In June we met with 131 people and a total of 235 of all those we met a total of 1,097 people from across through all of our community with had a disability. Dumfries and Galloway. participation events. These included events such as an educational tour for If you would like to find out more We always want to put you, our our District Management Committee about any of our community tenants, at the forefront of what we (DMC) members, scrutiny panel participation events, or if you would do and your opinions are hugely meetings, community events, TARA like the opportunity to engage with important to us. We want to hear meetings and training. us, please get in touch on Freephone from you and receive your feedback 0800 011 3447 and ask for the and thoughts about DGHP as an July Community Participation Team. organisation. During the month of July we met and What you tell us here at DGHP helps engaged with 104 people at events shape future services. including TARAs, DMC and Board Gathering, dementia awareness Monthly breakdown training, digital workshops and DMC meetings. April August In April we met with a total of 162 tenants and residents through In August we engaged with a total of various events including school 240 people at events such as training, events, training events and Tenants attending ‘Youth beatz’ fringe, Report and Residents Association (TARA) Card consultation and Federation meetings. We also attended a number meetings of diversity days with our tenants from our District Management Committees September (DMCS) and met with tenants on the Scrutiny Panel. In September we engaged with a total of 198 people at TARAs, Federation May meetings, gas safety event and patch inspections. During May we met with a total of 262 people including school events, From April to September we met ‘rent first’ consultations, training skill with a total of 1,097 - 529 of those we events, committee training and TARA engaged with were male, and 568 meetings. were female. We engaged with 343

Gretna TARA group raise vital funds

Members of Gretna Tenants and Residents Association (TARA) recently raised the outstanding amount of £1,500 for a very worthwhile project.

After receiving a presentation from Fire Scotland on CPR procedures the group decided they wanted to raise money to install a defibrillator locally.

Following some very intense fund-raising, including donations from local organisations and councillors and holding a coffee morning and bring and buy sale, they managed to raise the money.

They hope the machine, which they will also purchase pads and batteries for, will be situated in the fire station for the local community. They hope to hold a training day for local people as well to make the best use of it.

Mary McCartney, left, and Mary Muir, right, of Gretna TARA are pictured here with DGHP’s Gordon Williamson receiving a cheque for £150 open door AUTUMN/winter 2016 19 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 A spotlight on sheltered housing support

DGHP has 14 sheltered housing receive a closely regulated and high receiving support from DGHP staff. schemes. They consist of mainly self- quality service. contained one-bedroom bungalows, For enquiries about vacancies at Nigel and each scheme has a dedicated In 2014, DGHP took over the sheltered Henderson Court please contact member of staff visiting the residents support service at Nigel Henderson Heather Weir on 0800 990 3405 (free) regularly. Court (NHC) in Sanquhar. The or (Lo-call) 0300 456 1245 development is owned by Cairn At DGHP, sheltered housing is all Housing Association. For enquiries about DGHPs sheltered about promoting independence and housing developments in general, the properties are mainly occupied by Cairn still allocate the properties please contact Laney Gillespie on people over 60. with DGHP providing the support to 0800 011 3447 (Freephone) or 0345 residents. Here we have focussed on 606 3447 (lo-call). Our service is registered with the Care the stories of three residents who live Inspectorate, ensuring the residents there to show the benefits of them

“This is a place to come and enjoy life – everyone is like family” Charlie Weir

“The best move I’ve ever made” – that’s a chance encounter led him to the the words of one resident living in Nigel Henderson sheltered housing sheltered housing in Sanquhar. complex.

Charlie Weir says he has never looked “I had no real reason to want to move back since moving in to his one- in to sheltered housing,” he said, “But bedroom property at Nigel Henderson I was helping another gentleman and Court three years ago. took him there to where he stayed. I had a little look around and thought Charlie, who is 80, lives in the complex it was lovely – a little palace, but didn’t which is owned by Cairn, with support think anything further of it.” provided by Dumfries and Galloway Housing Partnership (DGHP). However, Charlie says he couldn’t sleep for thinking about the place and how “This really is a place to come and his friend who lived there “really had it enjoy life – everyone is like family and made”. everyone loves being here. “ “He had everything he needed and Charlie, who was born and raised in more and I just thought to myself the Sanquhar area, was always an that’s where I want to live. So I applied independent man and that remains and within four weeks I was here. hugely important to him to this day. “I’ve got my own wee place, with my “I’ve never had anything like this before own front door and I can live very – it’s changed my life for the better.” independently. If I don’t want to see Charlie talks fondly of Heather Weir, anyone I don’t have to. It’s my choice,” who is the Sheltered Housing Co- he added. ordinator, and says she makes all the difference. He also enjoys all the After leaving school Charlie went on entertainment and events that take to become a painter and decorator place in the communal area - which before he did National Service in include Tai-Chi, bingo, music and the Germany where he worked in the Food Train also put on film shows. hospital as part of the medical corps. After that he returned to decorating “The move here has not only made before later joining the Fire Service, me happier, it has really improved working in Kilmarnock and later, the my health and well-being. Although City of Birmingham. I don’t often need support and help the peace of mind it brings knowing Twenty years later, and following the that someone is there if I need them, death of his wife, Charlie, who has and also having care call installed – it’s two sons and a daughter, moved such a relief and weight off my mind. back to Sanquhar. He first moved to a I wouldn’t change any of it for the bungalow in the centre of Sanquhar world.” where he was perfectly happy – until

20 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Betty Millar

96-year old Betty Millar is one of Nigel “Everyone is so friendly – we all look Following the passing of her husband Henderson Court’s oldest residents after each other. Everyone is just lovely Betty moved back home to the area. and has called it home for around 25 and that makes all the difference.” years. “I didn’t want to stay in London on Betty, who was born and raised in my own. My niece is in Mennock and It’s a place she is very fond of and she nearby Mennock, spent most of her she put in an application for me for a says it’s a very safe and comfortable married life in London. She trained as place at Nigel Henderson Court. I’m place to be. a children’s nurse in Edinburgh and so very happy here and Heather is just just as she started her first job, the war wonderful.” “If I want company I have it and if I broke out. don’t want to see anyone I don’t need Betty says if anyone is thinking of to. I can just lock my door and stay “Life changed just like that. But you sheltered housing as an option they home. But the company is here in the just had to get on with it, you couldn’t should just go for it. “It’s the best thing lounge if I want it. argue, you had to go where you were I’ve ever done, and everyone else here. told.” We’re all very happy, no one complains With groceries delivered by the local – that says something about the place.” stores and hairdressers and podiatrists Betty was sent to work in Dumfries in (among others) visiting on-site there the munitions factory and later, after really is everything that the residents the war, she married her husband and need on-hand. they moved to London.

Jacqui Stevenson

Jacqui Stevenson is another resident then that she applied for the warden weeks was starting and had moved in who lives at the sheltered housing job at Sanquhar. to live on-site. complex in Sanquhar, along with her husband David. “I’d applied and didn’t hear back Jacqui worked there for six happy for ages so thought I’d not been years before David’s work forced a The couple, who are 68 and 73, have shortlisted. Then this day we were move back to Dumfries. Jacqui got a a very special link to Nigel Henderson meant to be leaving for holiday with job at J.M. Barrie’s house in Dumfries, Court for Jacqui spent six years as the the kids and the car wouldn’t start. and then later moved to London with warden there between 1986 and 1992. So while David was working on the work, before having to return early due “I worked here doing the role the co- to health reasons. ordinator does now – at that time it was run by the British Legion. So it’s “I was really struggling with severe quite a unique situation to be back health problems, stemming from here now living.” spinal injuries, so we wanted to move back up to Dumfries, where David is Jacqui and David, who cut short a originally from. We moved first to a family holiday down south so that downstairs flat where I managed, but she could make the interview back in at times became a little uneasy. 1986 both stay in a double property where they live independently in the “I didn’t feel confident doing things knowledge they have help on hand if on my own if David wasn’t around as I they need it. can’t stand for long and I’m not great on my feet. Jacqui said: “For me, in a nutshell, sheltered housing is about privacy, “We talked a lot about it and decided security, independence and safety. The that we should apply for sheltered biggest part is the independent living. Heather Weir, left, with resident Jacqui housing and there was space at Nigel “However we can live here completely Stevenson Henderson Court and here we are.” reassured that there is someone here That was in 2012 and Jacqui and David to help if it’s needed.” car the post arrived, with a letter are both very happy living where they inviting me for interview. It was for the are now. Jacqui, who was born in Thursday later in the week. Bournemouth, spent a lot of time She added: “For us it’s peace of mind travelling around as her father was “If we’d left when we were supposed – it’s home but it’s got a back-up if we in the military. When she met her to I’d have missed the letter and the need it. No one is going to run your husband David they both settled in interview. But instead we came home life, they’re just here if you want them. Dumfriesshire, living in the area of early so I didn’t miss the opportunity.” I’d find it hard to leave now, this is all Kirkbean and later Southerness. It was Jacqui got the job and within four we need.” open door AUTUMN/winter 2016 21 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 DMC news

DMC educational tour Scottish Borders Visit

Scottish Borders Housing Association then returned the visit and came to DGHP in October. There were nine tenants and two staff members. They were greeted by the Chairman of DGHP and three DMC members. This year members of the District Rutherford Square in Kelso. Management Committees visited This was a refurbishment project During their visit they went to the DGHP Scottish Borders Housing (SBH) for where SBH invested £1.5 million to Customer Service Centre then onto the their educational trip. The tour took reconfigure bedsits into one and supported homeless project at Lewars place in June, with 19 DMC members two bedroom flats. The project Avenue and after lunch they visited the final attending. took two years to complete, and phase of the regeneration programme in the Rutherford Square team Lochside, Dumfries. The group visited Stonefield were awarded the TPAS Tenant Regeneration Project in Hawick Participation Champion of the year where SBH have invested over award in 2015 as a result. £10million in the regeneration and Training new build works. Following a stop This now operates as amenity for lunch at Floors Castle and a housing with a laundry room, chance to exchange good practice communal meeting area and two stories, the highlight of the day for rooms for guests to stay over. most members was the final visit to

Joint DMC and Board Gathering

19 DMC members and six Federation members received training on ‘committee skills from Iain Guthrie, of Dumfries and Galloway Third Sector First. This also covered members’ roles in working as a group and contributing as an individual. The training was carried out in individual committees. In August, DMC and Federation members A joint gathering of DMCs and Board The morning sessions covered topics received training on the services provided by members took place in July where such as dementia awareness and the Dumfries and Galloway Food Train. A total there were 23 DMC members and a presentation on the company’s of 28 members attended. nine Board members in attendance. digital strategy.

22 open door AUTUMN/winter 2016 www.dghp.org.uk www.dghp.org.uk freephone 0800 011 3447 0345 606 3447

Troqueer fun day

Troqueer Tenants and Residents Association (TARA) raised a Chair, Dorothy Grant, said: “I’m delighted we were able to massive £800 at their annual fun day. raise so much money for local good causes, particularly food banks in the operation. We hope a donation will give The fun day was held at the community centre in the heart them a boost in supplies as the cold weather draws in. of Troqueer, with home baking, great company and lots of things to do on offer. The group were also joined by the “We’re very lucky to have fantastic volunteers who help Royal Navy who brought along a vehicle to display and us before, during and after our events – without them; we inflatable goals with prizes for any keen footballers passing couldn’t make things like our annual get-together and fun by. day happen.”

Tenants and residents inspected areas in D&G

Tenants have recently completed patch inspections in Langholm, Thornhill, Castle Douglas and Sandhead.

Members from the Federation and local Tenants and Residents Associations (TARAs) carried out the inspections across the region. During their inspections they were looking at the standards of DGHP’s void properties, common block areas, Muriel Irving, and John Tarry, of Stranraer DGHP’s Jill McGregor met guttering/rendering/paintwork and Reference Group, met with DGHP’s Phil with tenants Mary Muir and Pironi and Sharon Hay in Sandhead Sybille Trimble in Thornhill ground maintenance.

In Annandale and Eskdale two members from Langholm TARA and two Federation members joined DGHP staff to inspect the area.

In Wigtown west area two members from Stranraer Reference Group joined staff to inspect areas in Sandhead and two void properties in Stranraer.

In Stewartry three members from the Federation joined staff to inspect areas in Castle Douglas. In Nithsdale two Federation members joined staff to inspect areas in Thornhill. Over in Langholm DGHP’s Gordon Williamson, Doreen Young and Mary Wylie Their findings are reported back to the met up with Billy Scott and Alan Maughan, District Management Committees and of Langholm TARA and Mary Muir and DGHP’s senior management team. Ronald Ritchie, of the Federation

open door AUTUMN/winter 2016 23 www.dghp.org.uk freephone 0800 011 3447 0345 606 3447 COMPETITION - Win some vouchers Competition winners

Answer the following 5 simple Three more lucky winners picked up prizes from our questions and send your entries to competition over the summer. us by Friday December 16th to be in with the chance to win a voucher WIN Ingrid Bell, from Lockerbie, came first, grabbing the top worth up to £40. First prize will win prize of £40. Elizabeth Edgar, from Moffat, came second, £40, second prize will win £25 and ! winning £25 of shopping vouchers and Margaret Gibson, third prize will win £10. also of Moffat came in third, winning £10 of shopping vouchers. All the answers are within articles in this edition of Open Door. The correct answers from the last edition were as Questions - follows: ➊ In this edition we tell you about Rent First being shortlisted for 1. Smoke alarms an award – what is Rent First? 2. Advice on benefits, maximising your income etc ➋ DGHP is looking for volunteers to come and tell us what our 3. Cover expenses, buddy you with another member, priorities should be (page 6) – would you be interested in cover childcare costs etc attending? (Yes or No) 4. Making rent your number one priority ➌ Tenants have been out and about on the Federation Information 5. Staff will be wearing a dementia aware badge Vehicle this summer - how many people did they engage with? ➍ We have included a feature on pages 8 and 9 – can you tell us what interest rate credit unions offer? Festive Period ➎ What are we going to be investigating for the next As this is the last edition of Open Door before the edition? (page 9) festive period we would like to wish all of our tenants and customers a very Merry Christmas and a Happy New Year. ENTRY FORM ➊ While our Customer Service Centre (CSC) is open for ➋ routine enquiries in between Christmas and New Year, the business is closed from 5pm on Friday ➌ December 23 until 8am Wednesday January 4th, 2017. ➍ ➎ We will be taking emergency calls during these times on our normal Freephone 0800 011 3447. Name The CSC will be open in between to assist you with Address routine enquiries 9am and 5pm on Wednesday 28th Postcode December, Thursday 29th December and Friday 30th Telephone December on 0800 011 3447.

Please send us your answers on this form in an envelope, or on the back of a postcard, to: Open Door Competition, Dumfries and Galloway Housing Partnership, FREEPOST Business will resume as per normal hours from NAT3109, Dumfries, DG1 4BR. Return your form to us by Friday December 16th. We will Wednesday January 4th, 2017. contact the winners after this date to arrange to hand over the vouchers. The winners may be required to have a photograph taken for a future edition of Open Door.

This publication is available on tape, in Braille, large print and community languages. For Alternative formats more information contact DGHP’s Customer Service Centre on Freephone 0800 011 3447, email [email protected] or visit the website at www.dghp.org.uk This publication is also available on tape, CANTONESE in Braille, large print and community languages. 㛔⌘⇟⑩㚱抬枛ⷞˣ↠⫿ˣ⣏⫿⌘⇟冯䣦⋨℞Ṿ婆㔯䇰㛔⎗ὃ䳊⍾炻⤪㫚䌚⍾㚜⣂ For information contact DGHP’s Customer Service Centre on: 屯妲炻婳忂忶ẍᶳ㕡⺷倗䴉 DGHP ⭊㇞㚵⊁ᷕ⽫烉农暣 0800 011 3447 ㆾ䘤復暣⫸ 悝ẞ [email protected]

POLISH Niniejsza publikacja jest dostĊpna w formie nagrania magnetofonowego, w alfabecie 0345 606 3447 Braille’a, w formacie duĪym drukiem oraz w róĪnych wersjach jĊzykowych. Aby uzyskaü dalsze informacje, prosimy o kontakt z centrum obsáugi klienta DGHP pod numerem telefonu 0800 011 3447 lub adresem e-mail: [email protected] freephone 0800 011 3447 ARABIC email [email protected] ϞμΗ΍ ˬΕΎϣϮϠόϤϟ΍ Ϧϣ ΪϳΰϤϟ΍ ϰϠϋ ϝϮμΤϠϟ .ΓήϴΒϜϟ΍ ΔϋΎΒτϟ΍ϭ Ϟλ΍ϮΘϟ΍ ΕΎϐϟ ˬϞϳήΑ ΔϘϳήτΑ ˬςϳήη ϰϠϋ ΓήθϨϟ΍ ϩάϫ ήϓϮΘΗ :ϲϧϭήΘϜϟϹ΍ ΪϳήΒϟΎΑ ϭ΃ Ϣϗήϟ΍ ϰϠϋ DGHP ˯ϼϤϋ ΔϣΪΧ ΰϛήϤΑ

BENGALI —•–‘‡”•‡”˜‹ ‡̷†‰Š’Ǥ‘”‰Ǥ— ͲͺͲͲ Ͳͳͳ ͵ͶͶ͹ For further information, please contact: ëå ƵïđċĂđDž ĺùĘă, ĺƷåĘĊ, ąĞ õđăđĉ ãǘĘĉ ëąá ïĒćçĒĂDžĉ ĆđČđĠ ăđíĠđ ĈđĠÞ äĘĉđ þĘÿƟĉ öĂƟ ëĉ ƣđĎï ĺčąđ ĺïĘȰ ĺĈđñđĘĈđñ ï˙Ă

DGHP Customer Service Centre âĘĉ ąđ åĘćĊ ï˙Ă Ǧ ëå LJïđĂđĠ [email protected] ͲͺͲͲͲͳͳ͵ͶͶ͹ Grierson House, The Crichton, URDU ǣ

ϳ؟ Α ˬϞϳήΑ ˬ ̠ϴՌ ΖϋΎη΍֑ـ ΏΎϴΘγΩ ؐϴϣ ؏ϮϧΎΑί ̶̯ ̶ՍϧϮϴϤ̯ έϭ΍ Ջϧή̡ ٫فل ΕΎϣϮϠόϣ Ϊϳΰϣ ̯ف Όϟف DGHP ̯ف Bankend Road, Dumfries DG1 4ZS ήϤՍδ̯ γ ήՍϨγ αϭήγف τΑ΍έ ή̡؟ ϳή̯ Ϟϴϣ ̵΍ ή̡ [email protected] Ύϳ ؐϳή̯ؐل (freephone) 3447 011 0800 0345 606 3447 ͲͺͲͲͲͳͳ͵ͶͶ͹ email us: [email protected] or visit our website: www.dghp.org.uk This material is environmentally friendly from FSC sources A registered Scottish Charity - SC039896

24 open door AUTUMN/winter 2016