& District Housing Association Annual Report 2006 – 2007

Strengthening communities through affordable housing New houses at Easter Road, Shotts.

2 Chairman’s Foreword

elcome to Wishaw and District Housing Association’s Annual Report on our Wperformance during the past year. Once again we are pleased to be able to say that we have performed well on all housing management and maintenance service indicators and that by doing so we have proved that we hold the interests of our tenants paramount. It seems the Association is a highly attractive option for people looking for accommodation. However, whilst we are pleased that demand for our properties is still high it is a frustrating fact that we will never be able to accommodate everyone that comes to us for housing. All we can do is strive to ensure that we continue to provide the best advice and the highest standard of service that we can and meet the need of as many households as we can. We are delighted to be able to tell you that our development programme seems to be back on track after the hiccups of the past couple of years and that we have made a strong return to our core business of building new affordable rented houses. Normal service is resumed! But finding land that we can buy at an affordable price remains one of our biggest challenges. We continue to be committed to seeking out opportunities to add value for residents to everything that we do through interaction with schools and other ‘wider action’ projects. I hope you enjoy reading the report and that you agree that we are working hard to strengthen our shared community.

Edward Mullen Chairman

3 Our Board of Directors. From left to right, back row: Margaret McNeil, Sally Gibson, Gerard McLaughlin, Jim Johnston, John Forbes and Charles Keeper. Front row: Bill Graham, Jim France, Cath Brown and Edward Mullen.

4 Our Board of Directors

The Board of Directors that governed the At our AGM in 2006 only one member, John Association following last year’s AGM in July Forbes, was due to stand down because he 2006 up until this year’s meeting in July had served the three years allowed by our 2007 consisted of: Rules, and we were delighted that he was prepared to stand again for election, and Edward Mullen Chairperson that he was, in fact, re-elected. Bill Graham Vice Chairperson Margaret McNeil, tenant, and Jennifer Jim Johnston Secretary Murphy, an owner in the area who receives a Carole Ann Foley Wider Action Co-ordinator factoring service from the Association, both of whom had been co-opted the previous John Forbes MBE Convenor of Financial year, were also elected. Management Committee Following the AGM the board re-elected Jim France Convenor of Tenancy Eddie Mullen to serve once again as Services Committee Chairperson. Normally a Chairperson will Sally Gibson Convenor of Admin & serve for a maximum of 3 years. However, in Staffing Committee the absence of any other Board Member Charles Keeper Convenor of Technical willing to serve, he once again received the Services Committee unanimous support of the Board. In terms of keeping the business going Bert Stillie Vice Convenor of Admin & we are pleased to report that the Board kept Staffing Committee up its usual round of meetings, and that Irene Love Vice Convenor of Financial Board Member attendance levels for the Management Committee financial year 2006/07 were as follows: Jean Fagan Vice Convenor of Tenancy Board Members Gerard McLaughlin and Services Committee Board of Directors 68% Sally Gibson receive their Merit Awards. Jennifer Murphy Vice Convenor of Technical (9 meetings – all quorate) Services Committee Policy and Resources 78% (6 meetings – all quorate) Cath Brown Board Member Margaret McNeil Board Member Admin and Staffing 83% Peter O’Donnell Honary President (5 meetings – all quorate) (co-opted) Financial Management 80% Cllr Gerard McLaughlin NLC Representative (5 meetings – all quorate) (co-opted) Technical Services 66% (5 meetings – all quorate) Tenancy Services 74% (5 meetings – all quorate)

5 Excavating back gardens at Hill Street, Wishaw.

Joiners setting out the timber kit at Hill Street, Wishaw.

6 Development News

Central Wishaw We are kicking off this year’s development report with the bad news in the hope that by the end of the report it will have been whisked from memory! Unfortunately, in the process of trying to arrange the refurbishment of Main Street and Belhaven Terrace we experienced problems bringing on board all the various owners. We could not solve these problems even with the offer of various grants towards the costs phase, to construct a further thirteen 3 4 person houses and ten 4 apartment 5 and in the end, very disappointingly, we had apartment 4 person flats and two 4 person houses which we vitally need in the no alternative except to sell the stock that apartment 5 person flats by way of a design Shotts area. we owned. It is particularly unfortunate that and build contract. To build on the success of our Easter we have lost this opportunity to improve the We are strongly committed to Road development, we are also pleased to quality of the shops and housing in central contributing to the regeneration of this area announce that we have been working closely Wishaw but in the end we must accept what and feel that this project has been and will with Dykehead Primary School, located residents want. continue to be an excellent start in immediately adjacent to our new houses. Craigneuk Street, Phase 2, revitalising Craigneuk. The pupils and staff have been keen to get involved and are currently working with the Wishaw Easter Road, Shotts Association and an artist on a wider role Although we experienced some delays, the Our Easter Road development has progressed project for the area – detailed further in our first phase of our development at Craigneuk in leaps and bounds. Bad weather at the Wider Action News section. Street was finally completed in September start of 2007 did put the schedule back 2006 and we are happy to report that all 25 slightly, but all in all we are only a few Hill Street, Phase 1, Wishaw flats are now tenanted. The contractor’s weeks behind our original target finish date For those of you who live in Wishaw, you defects year is almost complete and, at the of 18 May 2007. will, no doubt, have noticed the dramatic time of writing, we anticipate being able to Although the project had its difficulties changes on Hill Street. As reported in last do a final snag of the first properties to be to begin with, particularly concerning the year’s Annual Report, the Association handed over in June 2007. eradication of an invasive plant species managed to acquire the two prime town This will lead nicely on to the second called Japanese Knotweed, the whole centre sites on either side of the car park phase located to the rear of the old development now looks fantastic and we have next to Russell Lane. Initial progression was Cambuslang College annex, which we aim to already had numerous enquiries from people a little slow due to building warrant problems start in July 2007. With an anticipated who would like to live in the houses. With an but with these issues now resolved things are investment of £1.6 million, the Association investment of over £2.8 million, this coming along nicely with an anticipated will be working with Modern Housing Ltd, development will give us a further four 2 finish date of October 2007. who was also the contractor on the first apartment 2 person flats, eight 3 apartment 7 Development News The whole project will take St. Brigid’s Church Hall at the beginning of approximately one year to complete once it May. Architects Coltart Earley brought along continued... is on site. plans of the overall layout of the site and 3D drawings to give a flavour of what the Crindledyke, Newmains development will actually look like. We are For our regular readers, expecting the same very pleased with our new design, comprising old problems with regards to this site, please 48 units ranging from one bedroom cottage This development will provide the don’t skip this section as we have finally flats to five bedroom semis. Both the Association with twelve 2 apartment 2 person made progress! Architect and Association staff were on hand flats (including six ground floor amenity Our design team has been working hard at St Brigid’s to answer questions, which was fortunate as the turnout was great. The flats), nine 3 apartment 4 person houses, six to pull all the pre-tender documentation majority of people were very happy about our 4 apartment 5 person houses and one 4 together and if all goes to plan, we plans and agreed that they would make a apartment 4 person house that has been anticipate starting work on site in November significant contribution to the regeneration extended and adapted to suit the needs of a 2007. You may spy some action prior to of the area. family with special needs. November as, unfortunately, we do have to deal with the dastardly Japanese Knotweed Hill Street, Phase 2, Wishaw again. Renowned for being able to grow In March 2007 we were successful in through concrete and tarmac, the eradication purchasing the old post office building on of this plant will involve the removal of large Hill Street, which we have since demolished. quantities of soil to ensure that all parts of We intend to combine this site with some the plant are removed from site. adjacent garden ground and a small section To gauge public opinion on our proposals of land on the opposite side of the street we hosted an information afternoon at next to the Co-op Funeral Directors (both Right: New flats at Easter Road, Shotts. owned by our phase 1 contractor Wilson Below: A kitchen in one of our new houses at Easter Developments) into a second design and Road, Shotts. build contract in partnership with Wilson Developments. We anticipate that this will follow directly on after completion of phase 1. This development will help contribute to the regeneration of this part of the town centre and provide much needed accommodation in the heart of Wishaw. The project will comprise twenty 2 and 3 apartment flats over three storeys and four 3 apartment 4 person flats. As a new departure in the type of accommodation we provide, and in an effort to help all sections of the community this project will also provide a ground floor flat designed for disabled persons that will be leased to the Council to be used to meet temporary housing needs of disabled people. 8 of our Coltness Wider Action Project, we felt Wider Action News that a similar project here could be an ideal opportunity to help integrate the new development into the community while allowing the children to have a direct input into their environment. The Association is delighted to have the chance to help children understand what College social housing is all about and, also, with the Students help of an artist, to involve them in We are pleased that we have been able to personalising our development with hand continue hosting our regular seminars with made number tiles and mosaics and to help Motherwell College students (aged 15 -18 improve their school grounds with a unique years) looking in detail at the services we mural and new signage. Not only does this provide to the community. help to make a more friendly and welcoming The event focuses on the basics of what environment for the future occupants of the a Housing Association is, details the types of houses but also provides a colourful legacy houses we own, how we go about building for all the community to enjoy. The children new properties, how we differ from the local have the satisfaction of designing these authority, how prospective tenants apply for themselves and assisting in making them. a house and the principles of a tenancy We also hope to be able to design and create a wildlife garden situated at the agreement. The seminar also gives students The environmental improvements in Muirhouse. an understanding of what would be expected entrance of the development. We are Gresham Gardens is almost complete. One of of them if they were to become tenants and currently waiting to hear if our funding its main aspirations was to allow local an insight into what bills and other applications have been successful, and if so trainees to gain valuable practical work responsibilities they would have. this element is programmed to take place experience and qualifications whilst being This course always gets great feedback after the school summer holidays. We have paid to work. This worked almost too well from both the students and their lecturers applied to both Scottish Natural Heritage and because eight trainees gained full time and we are looking forward to our next round the Lottery charity Awards For All, so fingers employment quite early on which left the of would-be tenants next year. crossed. We feel these kinds of projects have project short handed, and unfortunately, Dykehead Primary Eco-Art intrinsic value and they are an excellent way despite this recommendation, further to strengthen and develop our community recruitment proved slow. Project links. If you know of any potential projects Resulting slow progress due to labour The Association are very proud to be working that would be of benefit to your community, shortages delayed the project substantially, closely with Dykehead Primary school in please get in touch as you never know – and although all of the physical works such Shotts. Our Easter Road development is maybe we can help. as new pathways, lighting and improvements located immediately adjacent to the school to the public right of way were completed, and therefore it has had a direct impact on Environmental we missed the seasonal window in which to the school’s surrounding environment. Improvements in Muirhouse sow the wildflower meadow. Seeding had to With such a huge change occurring be delayed until early June. Unfortunately, around the school, the headmistress As reported in last year’s annual report, the although the wildflowers won’t be up to approached the Association to see if there Environmental Improvement Project being much in early summer this year, next year, by was a practical way to involve the children carried out on our behalf by the Wise Group June, we hope to have a sea of colour. with the new development. After the success at the gap site between Valley View and

9 Our Allocations Officer Tracey Fyfe with Mrs Turnbull of East Thornlie Street, Wishaw.

10 efforts we collected almost £16,000 during Housing the year. In many cases the former tenants voluntarily paid off the debt but in others we Management News had to use a debt collection agency. We will of course continue to pursue former tenant debts as conscientiously as we chase current tenants with rent arrears. Rental Income Communities , who use ‘key Last Year’s Performance indicators’ to measure how we are doing A very important part of the Association’s As a result of all the hard work we are compared to other social landlords. We are work is the collection of rent because this is pleased to report that the arrears figures at pleased to report that we continue to perform our main source of income and the only way the end of March 2007 are set out below. very well in this area and, in the last set of we can afford to build, manage and maintain published reports, the Association was ranked our housing stock. Legal Action as the 30th best performer in Scotland. Out Unfortunately, despite our very best Rent and Housing Benefit of nearly 200 landlords, that’s not bad! endeavours, there are still people who, for a Last year receivable rent was almost Perhaps an even better measure of how variety of reasons, do not pay their rent on £2.3million. Just over half of that (53%) was well we are doing is that we were 7th in our time. We accept that some of these people received through Housing Benefit as almost ‘peer group’ which is made up of around 50 may be experiencing genuine difficulties and 60% of our tenants are eligible for help to landlords of a similar size and type. we are committed to helping those people as pay some, if not all, of their rent. However, we are never complacent and best as we possibly can. However there are In the past we have suffered quite high we continually strive to do even better which occasions when tenants just refuse to work ‘technical arrears’ (that is when the is why we have set our own internal target with the Association and in these administration of housing benefit lags behind for rent arrears. This is 4% of the annual rent circumstances we have no alternative but to the due date for payment) but things have that is due to be collected directly from begin legal action towards eviction. greatly improved following the Association’s tenants (i.e. not via housing benefit) and is This year we had to serve 53 tenants participation in the ‘verification’ process well below the target set by Communities with a Notice of Proceedings (which is the which allows tenants to hand their benefits Scotland. We are pleased to report that once first stage of legal action), which is almost forms and accompanying documentation into again, we have more than met our own double the number we served in the previous the Association’s office. Our staff have been target. year. Actual court proceedings were started against 15 of these tenants. Fortunately we trained to ‘verify’ these forms before passing Former Tenants’ Arrears them on to North Council and managed to reach an agreement in most Another aspect of arrears work that we this shortcircuits some of the problems that cases which meant that we only asked for, monitor is the collection of money still owed have arisen in the past. and were granted, 3 eviction notices. Two of to us by people who have given up their these tenants voluntarily left before the tenancy with the Association. In last year’s Performance Management actual eviction date but, regrettably we had Annual Report we said that we intended to The collection of rents is very closely to instruct Sheriff Officers to carry out an make this a priority and as a result of our monitored by us and by our regulating body, eviction on one household. We would stress that this is something RENTAL INCOME TARGETS Amount Sector Peer Group Our We we only ever do as a last resort when tenants Outstanding Median Average Target Achieved leave us no option but we are committed to Current Tenant Arrears £36,132 6.6% 7.5% 4.0% 3.42% making sure that tenants, former tenants and Technical Arrears* £29,691 N/A N/A N/A 2.81% sharing owners meet their responsibility to pay their rent/occupancy charge on time Former Tenant Arrears £18,373 N/A N/A N/A 1.74% because not to do so is to fail all those *(i.e. late payments of Housing Benefit) residents who do. 11 Housing Management News consistent way. Unfortunately we did not quite meet our target this year with only continued... 21.8% of new applications being checked – something we mean to improve on this year. On a more positive note, we have started monitoring how many applications are changed following checking and, to date we House Allocations we continue to receive a steady trickle of are happy to report that absolutely none had applicants looking for shared ownership. to be amended due to errors in the original One of the core functions of the Association, Although very few shared ownership flats and assessment. This attention to accuracy is also and the one that many people consider the houses become available we will ensure that supported by the fact that no applicants most important, is how we let our houses. the 48 applicants on the list are kept formally appealed their assessment. As a result we are expected to closely informed of any properties that are being monitor how we are performing and to show sold that meet their needs. Lettings that we are meeting all required standards Of the 1005 applicants that were on the Once again, very few houses became and targets. The monitoring statistics that we waiting list for rented housing: available for let during the year as a result of gather cover a number of activities • 492 required a 1 bedroom property people giving up their tenancies – only 68 – connected to the processing of the but we did have 25 new properties to let at • 347 required a 2 bedroom property applications as well as the actual allocation our newly completed development in of the houses. • 132 required a 3 bedroom property Craigneuk. Our Waiting List • 34 required a 5 bedroom property Of the 93 lets made in the year: • 39 were made to people who had applied Demand for the Association’s properties Processing Applications to the Association directly and who had remains high and last year, once again, we been on our waiting list. received over one thousand applications. Despite the fact that we continue to receive • 26 went to nominees put forward by At the end of March 2007 there were 1053 a large number of new applications every Council as part of the households on the Association’s waiting list week, we are pleased to report that we have Nominations Agreement. for rented and shared ownership housing. still managed to process 98% of applications This number would be greater but we within the Association’s own target time of • 9 properties were allocated to homeless constantly review the list to ensure that all 10 working days, with an average time for households under Section 5 of the applicants are actively seeking housing. assessing and responding to applicants of Housing (Scotland) Act 2001 which Of these 1053 applicants: only 4.5 days. states that the Association has a duty to At the same time assist the Council to house homeless • 953 were on our main waiting list. as striving to provide a households. • 52 were from existing tenants of the quick service we are • 2 were made to households that were Association who wanted a move to also keen to make sure referred to the Association from special another property, perhaps because their that we provide an projects. current home no longer met their needs. effective service. To this • 17 existing tenants of the • 48 applicants were interested in shared end we have set Association were transferred into ownership. ourselves a target of 25% different properties that better met Although we now only own 72 shared of new applications to be their housing needs (the resulting ownership properties (mainly as a result of randomly selected, and empty house was then let as part of sharing owners buying the remaining shares checked. This helps ensure the above). in their property and becoming outright that applications are all owners) and have no plans to build any more, being treated in a fair and

12 Voids us an average of 14 days to allocate Consulting with Tenants properties, which is well below the national All tenants have the right to be consulted on A ‘void’ or untenanted house costs the average for similar sized landlords. new and reviewed policies and practices that Association money as we receive no rent for We also monitored how well we directly affect them and the associated it so long as it lies empty - but just as performed in minimising the amount of rent services that they receive from the Association importantly – it is a waste of a very lost due to voids. Again we are pleased to as given by the Housing (Scotland) Act 2001. valuable and scarce resource which could be report that we are performing well when Furthermore, the Association has extended being used by a household that may measured against all the internal and consultation, where appropriate, to include desperately need it. There will always be external targets and performance indicators; sharing owners and owners receiving a situations where a house will be empty, for property management service. instance after one person leaving and Rent Lost in Voids 2006/7 £6,936 As such we have offered residents the whilst we are getting the house ready for a opportunity to read and make comment on a new family, but we make it a priority to Sector Median 0.9% number of new and reviewed policies ensure that we keep this void period to a Peer Group Average 1.8% throughout the year including: minimum. Our Target 0.4% We are pleased that our efforts seem to • Allocations Policy be paying off and in 2006/07 it only took We Achieved 0.3% • Abandoned House Policy • Proposed annual rent increase for 2007/08, including service charges Housing Need • 9% were fleeing violence or threats of • An invitation to view the proposed violence either through domestic abuse annual budget for the coming year When making an allocation from our own or harassment. • Anti Social Behaviour Policy waiting list, the Association is attempting to • Assignations Policy help households sort out their housing • 6% were living in accommodation that • Care of Garden Scheme Policy problems. Although we would like to address was either too big or not big enough. • Complaints, Comments & Appeals a range of housing need, new legislation • 3% were nominations from North Procedures means that more and more emphasis is being Lanarkshire Council that did not have • End of Tenancy Policy placed on addressing the needs of individuals any housing need as defined by the • Equalities Strategy and families that currently have no Association’s Allocations Policy but were • Estate Management Policy permanent, safe home of their own. This is accepted as part of the Nominations • Good Neighbour Agreement reflected in the points that have been Agreement. • Internal Transfer Policy awarded to applicants that we house both • Lodgers Policy from our own waiting list and via North Mutual Exchanges • Management of Association-owned Lanarkshire Council as part of the Mutual exchange has always been a very Amenities Policy Nominations Agreement and the Schedule 5 popular way for people to get exactly the • Membership Policy (homeless referrals) arrangements. type of house that they want. During the • Policy on Openness & Confidentiality Of the 93 households housed: year the Association received seven mutual • Property Management (Common Parts) exchange applications from tenants who • 59% were awarded points for having no Policy wanted to swap their house with another secure tenancy of their own because, for • Rent Arrears Policy tenant. Of these: example, they were homeless, living with • Selection of Contractors for Maintenance friends or relatives or had an insecure • 4 were approved and went ahead Works Policy tenancy with a private landlord. • 2 were refused because they did not • Short Scottish Secure Tenancy Agreement • 23% were living in accommodation that meet the criteria • Sub-Letting Policy was unsuitable for their medical • 1 was withdrawn by the applicant • Succession Policy condition or they had to move closer to • Translating & Interpreting Policy their support provider. 13 Housing Management News For various reasons some sharing owners wish to move on, for example to outright continued... ownership elsewhere and last year 4 of our sharing owners decided to sell their share in the property either on the open market or to someone on the Association’s shared ownership waiting list. The average time for We have always put a lot of effort into Low Cost Home Ownership these re-sales to complete was just over 8 encouraging residents to become involved in weeks at 57 days. However the Association the decision-making process but we are Right To Buy cannot predict or control how long the dismayed that we have not managed to The number of tenants who buy their homes solicitors acting for the purchaser and seller generate much interest, even when the from us is currently very low and we only may take to carry out their part of the subject matter is potentially controversial sold one property to an existing tenant last process. year. This sale was completed within 108 such as a proposed change to how the rents Homestake are set. days which is well within the average As part of the Association’s commitment to We have also encouraged tenants, timescale for a right to buy transaction. low cost home ownership, we are currently sharing owners and owners to work together The reason we are not selling so many looking into ways that we can participate in and form community groups. We developed houses is twofold. Although the majority of the Scottish Executive’s new Homestake an information pack to explain how people our tenants have what is known as the scheme. Like Shared Ownership, Homestake can go about this and allocated a budget to ‘modernised right to buy’ introduced by the aims to help people on low incomes who provide advice, training, practical help and, if Housing (Scotland) Act 2001, they cannot wish to own their home but who cannot appropriate, funding to new groups. actually buy their home until September 2012 afford to pay the full price for a house. We are currently working with some of at the earliest, and the number of tenants A Homestake purchaser buys between 60% the residents of Coltness to look at the who have the right to buy under the old rules and 80% of the equity in the property using possibility of forming a Registered Tenants’ are becoming fewer and fewer. their own finances (savings and/or mortgage) Organisation there and we will continue to Shared to Full Ownership and applies for an interest free loan from the keep in touch with the Braedale Residents’ In the past we have built houses for shared Association for the remaining equity. The Association in Newmains which includes ownership, this being a scheme whereby the loan is paid back if and when the property is tenants of various landlords as well as owner occupants buy a part, or a ‘share’ of the sold. occupiers in the area. house. Some of these sharing owners have We will keep residents informed of any We remain optimistic and committed to continued to buy further shares in their opportunities that may arise in the future. the ethos of consultation and participation. property towards full ownership, this process We very much hope that the small amount of being called ‘staircasing’. Factoring interest so far is because residents trust us to So far every sharing owner that has do the best we can. However, we are not It is not just tenants who receive a service staircased has bought their property outright. complacent and we do not see this as a from the Association. In our role as Last year 9 sharing owners bought the reason to stop trying so we will continue to factors/property managers the Association remaining share(s) in their property. These look for ways to encourage residents, either oversees the upkeep and maintenance of the sales can prove to be quite complicated in individually or in groups, to engage with us. areas that are classed as common. some instances and two transactions took far In support of this we plan to carry out a This includes open grassed areas, back longer than we would have liked due to general tenant opinion survey this year as a courtyards, shared roofs and close lighting. unusual legal complications. However most means of identifying what tenants want, Most residents understand the need for the sales are fairly straight forward and the need and expect from the Association. We Association to carry out this role and are average timescale for a staircasing very much hope that you will take the time happy to contribute their share of the costs transaction last year was 82 days. to participate and let us know your thoughts. of providing these services. Tenants of the 14 Our Housing Officer for owners, Alan Richardson, with Mrs Murphy of Mid Carbarns, Netherton.

15 Housing Management News these arrears. This in itself is time consuming homeowners the opportunity to stay in the and costly. same house but to sell it to a social landlord continued... Last year the Association had to refer 17 such as the Association and become a tenant cases to a debt collection agency. Although of that landlord. The intention of the scheme we did so reluctantly we are pleased to report was to avoid a household becoming that this resulted in a number of long homeless. standing debts being cleared and some of the The Association participated in the Association pay their contribution as part of higher arrears being reduced. We are scheme for the first time this year and has their rent charge but our 452 owners and 72 considering further legal action, such as wage now accepted two referrals from Communities sharing owners are issued with an annual arrestment, for the higher arrears that remain Scotland, one from an existing sharing owner property management account for their share outstanding. Although we would only do this of the Association. Both of these referrals of the costs incurred. as a last resort we are committed to making were successful and the Association The vast majority of owners accept this sure that every resident who receives a purchased both properties at market value, shared responsibility and ensure that they service from the Association pays their fair thereby adding two more properties for rent pay their annual account promptly. However share and we will therefore continue to into our stock. pursue any avenue available to us – including there are still a small number of owners who Partnership Working – with persistently refuse to co-operate, resulting in asking nicely!! Womens Aid a sizable debt owed to the Association. At During the year the Association has built up the end of the last financial year owners and Tenancy Services – New positive working relations with the support sharing owners owed a total of £2,609 to the Ventures agency Women’s Aid and has recently leased Association in property management The Common Housing Register a property to the organisation that can be payments. Whilst this is a huge reduction in Last year we reported on the Association’s use as temporary emergency accommodation what was owed at the same time last year, involvement in the development of a Common for women and their children who are fleeing we still take it very seriously and dedicate a Housing Register which will be a new way for domestic violence. lot of resources and staff time into chasing people to apply for housing in North Lanarkshire and will save them applying to Partnership Working – with North all the different landlords separately. Lanarkshire Council The intention at that time was that a The Association has also agreed to lease a ‘pilot’ Register was to be started as a trial property to North Lanarkshire Council as before the full Common Housing Register temporary accommodation for homeless went ‘live’ in the Spring of 2007. Well Spring families. has sprung but the Register hasn’t!!! We have also been actively involved in Unfortunately a number of logistical the Gateway Project administered by the challenges have meant that the planned pilot Council that was established to help house has been shelved and the actual launch of families that have been displaced from their the full register has been delayed, probably own country due to war. The Association is until April 2008 at the earliest. very proud of the contribution it has made to this project which appears to have been very Mortgage to Rent Scheme successful and a great experience for The Mortgage to Rent Scheme was launched everyone involved. by Communities Scotland to assist households that were in danger of having their home repossessed as a result of mortgage arrears. The scheme offers eligible

16 Our housing staff work closely with the local police to combat antisocial behaviour.

Antisocial Behaviour Unfortunately, it’s easier said than done. made from our Despite our best endeavours to proactively residents to the Anti Social behaviour is always a very ensure that our residents conduct themselves Anti Social Task Force. emotive subject, especially for those who are correctly and do not cause problems for their Residents seem to be using the service suffering from its effects. Neighbour problems neighbours, we still received 76 complaints correctly and not contacting the Task Force are one of the biggest sources of stress. of anti social behaviour and neighbour for minor and petty incidents. Antisocial behaviour has also been in the nuisance last year, a slight increase on the In the coming year we will continue to news a lot over the past couple of years, it’s 63 we received in 2005/06. Even more work hard with our residents and other clearly a national problem and a sign of the concerning, some of the cases that were agencies to deal as effectively as possible times, and it has been pushed higher and reported were quite serious and/or with instances of anti social behaviour. We higher up the political agenda. However, it problematic and we had to serve warning will continue our agreement with the Anti has always been an area that the Association notices on seven of our tenants, compared to Social Task Force to provide an out-of-hours has taken very seriously and we have always only four last year. However this year we telephone advice and support service to our had a stated commitment to helping all our have not had to apply for any Anti Social residents. Let’s just hope that this year even residents live in their homes peacefully and Behaviour Orders. fewer of our residents need to use it! safely. On a brighter note, we are also pleased to note that very few serious reports were 17 Our Property Services Officer, George Craig, supervises landscape maintenance at Muirhouse.

Property Services Officer, George Craig with Mr Neill in his new kitchen at Pather Street, Wishaw.

18 Our planned maintenance programme for Cyclical Maintenance Matters 2007/08 is set down below: Our cyclical maintenance comprises works Activity/Location No carried out on a regular basis, or cycle, to ensure building elements do not deteriorate. Replacement rainwater goods and facias In 2006/07 we carried out gas servicing at 293-363 Caledonian Road 35 all properties with gas central heating; gutter cleaning at all properties; electrical safety Station Road/Caledonian Road 12 Planned and Cyclical Repair testing; and painted the outside of properties 281 Kirk Road 1 in Muirhouse, Wishaw and Shotts. Works Repairs to external wall coatings This year our programme of cyclical maintenance works is as follows: Each year the Association undertakes a Road/Cleland Road 28 programme of planned and cyclical works to Activity/Location No ensure our properties are maintained to a Replacement internal doors high standard and meet the requirements of Charles Street/Craigneuk 8 External painterwork the Scottish Housing Quality Standard. These Replacement kitchens 293-363 Caledonian Road, Wishaw 35 next two articles tell you what these 73-109 Street, Wishaw 14 programmes have achieved last year. Pather Street/Leighton Street/ East Hamilton Street/Stewarton Street 39 5-17 Station Road/ Planned Replacement boilers 184-194 Caledonian Road, Wishaw 12 Planned maintenance is the regular Brendan Way, Muirhouse 14 improvement or replacement of components Millbank Road/Hallinan Gardens 30 in our properties in accordance with a long Replacement mechanical extract fans Margaret Drive, Muirhouse 28 term plan. This plan is reviewed annually 293-363 Caledonian Road 35 Ladysmith Street/ when we assess the general condition of all Shieldmuir Street, Craigneuk 8 of our properties to ensure we are 365-370 Caledonian Road 8 Carbarns, Netherton (LSVT) 20 undertaking the work that really does need to Glasgow Road/Cleland Road 28 be done. Barons Road/Clyde Terrace/Merryton Road/ Harthill 21 In 2006/07 we carried out the following Muirhouse Drive, Muirhouse (LSVT) 24 works: Rewiring works Electrical testing and inspections • Replacement of sanitaryware at Carbarns Greystonelea 5 Graham Street/Crathes Court, Wishaw 13 • Replacement of kitchens at Millbank Calderwood Court/ Road and Hallinan Gardens 172a-188b Stewarton Street, Wishaw 24 • Replacement of smoke and carbon Mission Gardens, Coltness 31 monoxide detectors in properties in Wishaw and Craigneuk 293-363 Caledonian Road, Wishaw 35 • Replacement of common paving and East Academy Street/East Thornlie Street/ hardstanding at Cambusnethan Street McInnes Court, Wishaw (LSVT) 15 We have still to carry out the planned Gutter cleaning All replacement of sanitaryware at Greytonelea, Gas central heating servicing All Shotts and at Newmains. This work was, unfortunately, delayed due to supply/ delivery issues but will be completed as soon as possible.

19 Maintenance News Adaptations to Houses for continued... Medical Reasons Medical adaptations are the alterations we undertake to our properties to meet the changing physical needs of our tenants. These works usually arise out of a referral from an Occupational Therapist who will Reactive Maintenance What we Spent on medically assess the tenant’s requirements The day to day repairs undertaken by our Maintenance and make recommendations to the contractors are called our reactive In 2006/07 we spent a total of £516,669 on Association on how a house could be adapted maintenance work. When repairs are reported the maintenance of our houses. This figure to better suit those requirements. Last year to the office they are assessed for priority as can be broken down as follows: we carried out 23 medical adaptations: either emergency, urgent or routine, with the • Fitted 2 access ramps following response times: Reactive £185,192 36% • Alterations to 2 internal doors Cyclical £193,647 37% Emergency repairs Make safe in 2 hours • Installed 6 internal handrails Planned £137,830 27% Urgent repairs 2 working days • Replaced 3 baths with wet floor shower Routine repairs 10 working days Our maintenance expenditure per rented areas dwelling house was: • Fitted 3 external handrails Over and above our own target response times we must also comply with the Right to Reactive £224 • Installed 4 level access showers Repair Scheme that sets response times for Cyclical £234 • Replaced one shower with a bath certain qualifying repairs. Planned £167 • Fitted an extra handset for a door entry In the year April 2006 until March 2007 system we carried out 3341 reactive repairs and we Total £625 • Extended one house to provide ground achieved the following results against our Our maintenance spend has reduced from our floor bathing and sleeping target response times: 2005/06 figures. This is due in part to our accommodation very successful Minor Repairs Service, Emergency repairs 99.24% The full cost of these works - £80,346.30 - whereby many smaller jobs are now was met by HAG funding from Communities Urgent repairs 95.14% undertaken in-house by a member of the Scotland. Routine repairs 97.04% Association’s staff team. Although still very good, our results are slightly lower than in previous years. This may be due in part to new and very accurate reporting methods we now have in place. However we will be working with our contractors to ensure performance against timescales improves.

Right: Mr Forbes showing off his kitchen at Valley View, Muirhouse.

20 Tenant Satisfaction with Reactive Repairs When we issue a repair order to a contractor we always send a copy to the tenant to inform them that the work has been instructed, the name of the contractor who will be attending and the target response time. With this repair order we also issue a satisfaction questionnaire in order to obtain feedback on the level of service we and our contractors are providing. This feedback is used to improve our service, although it is also good to hear when we have performed well. In 2006/07 our average monthly returns for satisfaction questionnaires was 18.12%. This figure is down from last year’s 23.5%. We would love to hear from more of our tenants and would encourage everyone who has a repair to take a couple of minutes to complete and return the questionnaire. Gas Safety The results from our survey in 2006/07 are summarised below: The Association has a legal duty to undertake Question Very Satisfied Fairly Satisfied Dissatisfied Did not answer a gas safety inspection in all properties with Helpfulness of staff 89.17% 6.75% 0.31% 3.77% gas central heating. As noted in last year’s report we now aim to carry out this vital Tradesman’s punctuality 86.16% 9.12% 0.94% 3.77% inspection work ten months after the date of Time to complete repair 87.74% 6.92% 1.26% 4.09% the previous inspection to allow adequate Tradesman’s courtesy 92.45% 3.93% 0.63% 2.99% time to accommodate tenant availability and still ensure work is completed within the Quality of repair 84.41% 8.66% 2.05% 4.88% statutory twelve month period. Level of disturbance 87.28% 7.22% 0.78% 4.71% Unfortunately there are times when we are not granted access to properties and we are obliged to take legal action to force GAS SAFETY INSPECTIONS access for this essential safety check. Month Services Services Services Services Services Although the Association regrets having to due per completed up to 5 days 5-10 days more than take this course of action we have no choice month on time late late 10 days late under the terms of the law. The Association closely monitors its April 06 128 127 1 0 0 performance on achieving our targets for gas May 06 95 88 1 0 6 safety inspections and the results for June 06 89 82 0 0 7 2006/07 are summarised in the table right: Over the past year we encountered a July 06 56 50 4 1 1 number of cases where the gas supply had August 06 45 45 0 0 0 been cut off to a property because a card September 06 28 28 0 0 0 meter was out of credit and so we were unable to undertake the gas safety inspection October 06 20 18 1 1 0 within the 12 month period. Under these November 06 42 41 0 0 1 circumstances we cannot force a tenant to top up their gas card meter, however it is December 06 30 30 0 0 0 vitally important that the service is carried January 07 99 99 0 0 0 out immediately the gas supply is restored in February 07 78 76 0 0 2 order to ensure the safety of the gas appliances within the house. March 07 102 100 0 0 2 21 The Ilunga family of Muirhouse. Equal Opportunities

Wishaw & District Housing Association is committed to the principle of equal opportunities for all service recipients, Association members, board members, employees, employment candidates and partners and we oppose discrimination on the grounds of race, gender or transgender, marital status, disability, sexual orientation, religion or age. We also aim to observe good practice in relation to equalities both reactively and proactively. Equal Opportunities in Allocations In order to meet our aim of being an equal opportunities landlord we must be able to demonstrate that we are treating all applicants the same regardless of their age, gender, ethnic background or disability. The Waiting List As part of the waiting list application form, every applicant is asked to complete an equalities monitoring survey. For a variety of reasons, some people choose not to complete this form or not to answer certain questions. However, of those applicants who did answer some or all of the questions:

ETHNIC ORIGIN • 98.7% described themselves as white • 0.5% as Asian • 0.4% as black • 0.4% as mixed race A total of 1.3% of applicants described themselves as non white which slightly exceeds the level of persons within our catchment area whose origins are from outside the EC, this being 0.9%. 22 FIRST LANGUAGE GENDER/MARITAL STATUS • 97.9% gave English as their first language • 36.5% were single • 2.1% stated English was not their first • 24.7% were married language • 9.8% were widowed • 17.2% were divorced GENDER/MARITAL STATUS • 11.8% stated they were separated • 40.7 % were male • 59.3% were female AGE Age 16-25: 7.2% Age 75+: 1.1% • 52.1% were single Recruitment • 21.5% were married Age 60-75: 15% Across all our recruitment exercises in Age 25-40: 31.2% 2006/07 we received 285 applications for • 3.6% were widowed Age 40-60: 33.5% • 8.3% were divorced employment. Of these 20% were male and • 14.5% stated they were separated 80% were female. We found that whilst we attracted DISABILITY AGE predominantly female applicants some jobs Age 75+: 0.9% • 7.5% stated that they were registered as Age 16-25: 30.2% attracted exclusively male applicants, leading Age 60-75: 6% disabled Age 25-40: 38.9% us to conclude that the type of work is the Age 40-60: 24.0% Summary determining factor rather than any image Examination of the monitoring results show that we have as an organisation or employer. that the Association is not discriminating • 98% had no disability DISABILITY against or unfairly treating any one sector of • 1% had a disability • 9.3% stated that they were registered as society and the demographics of those that • 1% unknown disabled are allocated housing reflects those of the We continue to be disappointed that we people that have applied. Nonetheless, we attract few disabled applicants. Lettings are disappointed that we are still not • 98.5% were white Social landlords are sometimes accused of receiving many applications from minority • 0.75% were other ethnic origin only housing certain sectors of society but groups and, inevitably, this means that the • 0.75% unknown the people we allocate houses to should majority of our new tenants are from the Whilst we would like to see more reflect a cross section of the social groups same ethnic background. applications from persons of non white that actually apply to us, and we make every However we remain committed to the ethnic origin the number of applicants is effort to ensure that happens. Of the 93 ideals of equal opportunities and equality of close to the number of ethnic minorities household allocated a property last year; access and will continue to ensure that every living in the area. applicant is treated in a fair and consistent ETHNIC ORIGIN Of the 6 staff appointed during the year manner, regardless of their background. • 98.9% described themselves as white 17% were male, 83% female, all were white and did not have a disability. • 1.1% as African Caribbean Access to Information We continue to offer to procure translation FIRST LANGUAGE • 98.9% gave English as their first language and interpretation services to those who • 1.1% stated their first language was French cannot read or speak English well. This service is also available to people who have other GENDER/MARITAL STATUS needs such as documents in Braille or the • 33.3% were male services of sign interpreter. However, last year • 66.6% were female there were no requirements for this service.

23 Complaints and Appeals Financial News

Whilst the Association always aims for the with a mean response time of 9.4 days. A Strong Financial Position highest possible standard of service Our target timescale for fully The Association has had another financially delivery we acknowledge that there will be responding to complaints is 10 days which, strong year and is pleased to report that we times when our customers wish to appeal a again unfortunately, we only met in 38% continue to enjoy good financial health, as decision or feel that they have just cause of cases. However we did achieve a mean evidenced through our accounts, our financial for complaint. We seek to encourage response time of 13 days, which, we felt, projections and comments on our accounts by people to voice their dissatisfaction rather was acceptable considering the complex our auditors Findlay & Company of Dundee. than let the matter fester so that we may nature of some appeals and complaints and We continue to make a healthy operating have an opportunity to rectify any other challenges and priorities experienced surplus and also a surplus on the sale of mistakes and if appropriate make redress, during the year. or if more appropriate, better explain the The target timescales are very housing properties through Right to Buy, reasons for our actions. We see appeals and challenging. However we are not able to through sharing owners who buy more shares complaints as an opportunity to improve review them as they are set by in their properties and through open market our future service delivery. Communities Scotland, our regulator. sales. We continue to increase our designated In 2006/07 we received seven formal Of all appeals and complaints, one reserves, which now stand at just under appeals/complaints: (14%) was upheld, two (28.5%) were £2.37 million, and which we fully expect will be sufficient to enable us meet our future • Three about the maintenance service rejected, and four (57%) contained elements that planned maintenance liabilities. • Three about re-charged repairs were rejected and Our medium to long term projections • One about permitted alterations elements that show continued viability even taking account • Two about lack of information or were upheld. As a of the requirements of the Scottish Housing wrong information result we can Quality Standard. The Association is not currently The above numbers add up to more than demonstrate that charitable and has taken the decision not to seven as some complaints dealt with more we have dealt with seek charitable status for the time being. than one subject. complaints and As such the Association is liable for We are delighted that there were no appeals fairly. corporation tax on its surpluses. However a formal complaints this year about the attitude of our staff or our contractors. tax review is planned to take place this All complaints were fully addressed coming year. and one reached the final stage of our internal complaints procedure, which is Capital Expenditure review by the Board of Directors. None The level of capital expenditure on our reached the final stage, which is the Public housing property this year has been Services Ombudsman. significantly less than anticipated. This has Our target timescale for acknowledging been due to delays in anticipated site starts complaints is 3 days, which unfortunately and also delays with schemes on site. Our we only managed to meet in 25% of cases, main expenditure took place at Easter Road (£1.68 million) the Hill Street (former 24 Financial Highlights

Scotmid) site (£0.66 million),Craigneuk Street Income and Expenditure Account for year ending 31 March 2007 Phase I (£0.33 million), the Hill Street (Old 2007 2006 Post Office) site (£0.21 million) and Crindledyke (£0.10 million). Turnover 2,321,355 2,249,275 Change of External Auditors Less operating costs (1,649,401) (1,673,849) Operating surplus 671,954 575,426 As mentioned, our External Auditors are currently Findlay & Company of Dundee and Sale of properties 62,271 13,769 this year (2006/07) sees the end of their Interest receivable 89,324 74,036 second seven year spell of providing these Interest payable (569,962) (557,356) services. Given that the external audit Surplus before tax for the year 253,587 105,875 contract term was due to expire after the Tax on surplus on ordinary activities (67,191) – completion of the audit of the 2006/07 Surplus after tax 186,396 105,875 accounts, the Board went out to tender for these services. Upon completion of the process the decision was taken by the Board Balance Sheet as at 31 March 2007 to put forward PKF (UK) LLP as our new Net housing property cost 11,483,436 10,997,010 external auditors at the AGM. Other fixed assets 668,504 712,809 We would like to thank Joan Williamson 12,151,940 11,709,819 and her staff at Findlay & Company for the Current assets 2,840,362 2,102,639 sterling work they have put in over fourteen Creditors due within one year (1,451,451) ( (1,094,522) years. We now look forward to working with Net current assets 1,388,911 1,008,117 PKF (UK) LLP. Total assets less current liabilities 13,540,851 12,717,936 Creditors due after one year (9,398,337) (8,761,818) 4,142,514 3,956,118

Capital and Reserves Share capital 136 140 Designated reserves 2,367,909 2,147,103 Revenue reserves 1,774,469 1,808,875 4,142,514 3,956,118

25 Staff News Staff Team

For varying reasons we had to say Above: The Association Our staff team is now: goodbye to six members of staff last marks Housing Officer year, Derek Allan our Corporate Services Tracey Fyfe’s 20 years of CHIEF EXECUTIVE Anne Cooper Officer, Elaine Galbraith our Development service. TENANCY SERVICES Officer, Kirsty McCourt our Property Inset: The celebrations Assistant Chief Executive Elaine Lister Services Assistant, our two Property continued... Housing Operations Manager Andy Young Services Officers, Jim Blyth and George following recent Housing Officer Helen Ross Moncrieff, and also Elaine Hyslop our legislative changes to entitlement. We will be Housing Officer Susan Tait Housing Officer of 22 years. welcoming Louise McGarrell who will fill in Housing Officer (Allocations) Tracey Fyfe We have welcomed Mykela Heath as our for Gemma and we are making various Housing Officer (Owners and Alan Richardson new Development Officer who has joined us internal adjustments to fill in for Donna. Sharing Owners) from North Lanarkshire Council where she Both Donna (who has now had a baby boy) Senior Housing Assistant Robert MacAlpine previously worked as an Access Officer, and and Gemma are to become mothers for the Housing Assistant Donnamarie Beattie who has a particular interest in first time and we wish them all the best. (currently on maternity leave) environmental and sustainability issues. Ending on a high note we celebrated We also welcomed George Craig, our new another long service achievement this year, TECHNICAL SERVICES Property Services Officer, who has a when Tracey Fyfe, our Allocations Officer Technical Services Manager Colette McKenna background in building services, and Helen reached the 20 year anniversary of her Senior Property Services Ross our new Housing Officer who is a recent employment. Tracey first came to us when Officer Terry McKenna and enthusiastic graduate in public policy. she was at school for work experience. Property Services Officer George Craig Gemma Lumsden transferred from her Twenty years later she is still with us! People Property Services Officer post vacant previous job of Admin Assistant to take over don’t generally remain with the same Property Services Assistant Gemma Lumsden the Property Services Assistant role and this organisation as long as they used to and we Development Officer Mykela Heath allowed us to restructure within our admin are honoured that this is the second staff Minor Repairs Operative Tommy Early section to create a new post of Senior Admin member who has stayed the course through Assistant to which we welcomed Anne FINANCE the inevitable ups and downs. What this tells Michelle Currie. Anne Michelle worked Finance Manager Andrew Whitehead us is that our staff believe in what the previously as a school secretary. We also Finance Assistant Fiona Adams organisation is all about and that the job we created a new post of Admin Assistant are doing is one worth doing. Well done ADMIN (Corporate Services) and this has been ably Tracey and well done us. Admin Officer Sharon McKenna filled by Lynn Wyper who worked for many Senior Admin Assistant Anne Michelle Currie years in insurance offices in Wishaw and Absence Rates Admin Assistant Jane Kerr whose friendly face might well be known to For many years now we have monitored our Admin Assistant Betty Young many of our service users. absence levels. This year, our sickness Admin Assistant Lynn Wyper We are temporarily losing two staff absence level, including some unfortunate (Corporate Services) members on maternity leave this year, long term sickness, was 8.5%. However, Gemma Lumsden and Donnamarie Beattie. excluding long term sickness it was a Officer Cleaner Kitty Kilpatrick Maternity leave is now raised to 9 months creditable 1.7%. 26 Top left: Tenancy Services

Middle left: Admin

Middle right: Finance

Bottom left: Technical Services

Bottom right: Chief Executive

27 The Association is an approved body for the purposes of Section 3(i) of the Housing Association Act 1985, is registered in the Register of Social Landlords defined by the Housing (Scotland) Act 2001, is registered with the Financial Services Authority (replacing the Registrar of Friendly Societies) No. 1940 (R) S and abides by the Model HSA (Scotland) Rules. We are affiliated to the Scottish Federation of Housing Associations.

We were established in 1978 as East Motherwell District Housing Association and changed our name to Wishaw and District Housing Association in 1994. Our area of operation remains the same and covers Wishaw, Craigneuk, Muirhouse, Netherton, Newmains, Shotts and Harthill.

Wishaw & District Housing Association Strengthening communities through affordable housing 55 Kirk Road, Wishaw ML2 7BL Tel: 01698 377200 Fax: 01698 358712 E-mail: [email protected]

Melville Design Associates, Glasgow 0141 637 8594