Annual Report 2012/13

HOUSING ASSOCIATION Contents

Chairperson’s Report 1 Governance 2 Southside as a Landlord 4 Southside as a Property Factor 8 Southside as a Carer 10 Care and Repair 12 Southside as an Employer 14 Southside as a Developer 16 Southside in the Community 17 Financial Performance in 2012/13 18 Chairperson’s Report

I am delighted to report on my first year as Chair of the Association. We have continued to positively restructure after the massive changes brought about by the three stock transfers in 2011. Despite these changes, thanks to the huge effort and committment of the staff, performance across a range of indicators has improved. These improvements are detailed within the report. Last year saw the continued building on our commitments to tenants made during the Second Stage Transfer, including finishing the refurbishment of St Andrew’s Crescent, completing much of the massive Moss Heights refurbishment work and the upgrading of the CCTV programme leading to greater community safety. These projects have not been without challenges to tenants, staff and contractors and I have been impressed at the forebearance of tenants during this time. The UK government’s Welfare Reform programme will increase the pressure on low income families and will affect financial commitments, including rent payments. The Association is making a positive response to the challenges facing our tenants and the Housing Management team has been allocated greater resources for welfare advice and rent collection. This will have the effect of both protecting our income and helping tenants affected by benefit changes. In addition, the Management Committee, mindful of the financial challenges facing our communities, has approved relatively low rent increases over the past three years. As a progressive, forward thinking organisation, the Association launched its first mid market rent scheme in mid 2013. The 24 flats built in partnership with CCG Ltd in Tantallon Road have all been rented, and there has been positive feedback on the quality and design. Work has started on Manse Brae, for 40 affordable homes, with further developments for Boulevard and Penilee in the pipeline. The rehousing of residents and the demolition of much of the deck access housing in continues to be a priority. The Association works with the wider community and I am particularily pleased to report on the expansion of our Housing Support and Care and Repair Services. This has been achieved with financial support from both the Change Fund and the Transformation Fund. I am sure that you are aware that the Association has moved to new premises in , with a new satellite office in Pollokshields. In addition to the savings on operational and staff costs, the move to a custom built and designed office has had a positive effect on staff. In 2011 the Association took prompt action, when it became apparent that there were difficulties with the housing associations’ pensions scheme, to ensure that sustainable pension arrangements were put in place for our employees. It has become evident in the past year that this response has minimised the risk to staff pensions. During the last year the Management Committee developed a long term business plan. This has received positive feedback from the Regulator, demonstating that, despite the challenging economic and political climate, the Association is financially robust and in a healthy state to meet all challenges. The Management Committee is confident that all obligations to existing tenants will be met, and that the Association will continue to grow through the building of new homes. External consultants were brought in by the Committee to review its own performance and to assist in the setting of its development agenda for the coming year. This demonstrates our commitment to improving the already good governance of the Association. A joint meeting was held last Autumn between the Management Committee and the board of Southside Factoring and Related Factoring Services Ltd (SFARS), the outcome of which was a clearer division of roles and responsibilities. A similar exercise will take place in the coming year with the three Neighbourhood Committees. I would like to thank all the volunteer members of the Management Committee, SFARS, the Neighbourhood Committees and Care and Repair and to also record my thanks to all the staff whose individual and collective efforts have made this a positive year. On a personal note I would like to give my special thanks and appreciation to Betty Macneill, the outgoing chair, whose skilful chairing over the previous years has made my first year as chair a most enjoyable one. Dorothy Murray Chairperson

1 Committee members who served Governance on the Association’s Management Committee and other governance structures over the past year: Who regulates us? Southside Housing Association, like all Southside Management Committee housing associations is regulated by the Scottish As well as these formal regulatory obligations • Dorothy Murray (Chairperson) Housing Regulator. the Association works closely with Glasgow City • Iain Dyer (Secretary) www.scottishhousingregulator.gov.uk Council, the Strategic Housing Authority in relation • Margaret McIntyre (Vice-Chairperson) The Association is also regulated by Social Care to the provision of new homes, tackling disrepair • Hanif Mirza and Social Work Improvement and poor housing standards and re-housing • Alison MacNeill (the Care Inspectorate) in relation to housing homeless households. The Council also has a key • Betty Macneill support services. commissioning and contract management role in • Alan Ferguson www.scswis.com relation to housing support services. • Abbas Abid • Kenneth Ross As a charity the Association is regulated by the Minutes and agendas of all Management • Anne Lyness (resigned March 2013) Office of the Scottish Charity Regulator. Committee meetings are available on our website. • Surjit Singh Chowdhary www.oscr.org.uk During the financial year 2012/13, there were no The Association’s Factoring Service must now significant concerns raised with the Association Cardonald Neighbourhood Committee (from October 2013) be registered with the by any of our Regulatory bodies. The Scottish • Jeanette Munro Scottish Governments’ Property Factor Register Housing Regulator has classified the Association as • Margaret Burke and is regulated by a Code of Conduct. “medium risk” in terms of our Regulation Plan. • Sam Brown • Alison MacNeill (Chair) Complaints • Brian Watson • Margaret McIntyre If we get things wrong! Governance The Association operates a Formal Complaints Halfway Neighbourhood Committee handling process to allow dissatisfied customers The Association is controlled by the communities it serves. The Management Committee, Neighbourhood • John Cogan (Chair) to gain re-dress. We try and resolve matters Committees and the SFARS Board are composed of local residents and service users who try and ensure that • Jimmy Hobbin (resigned August 2101) informally if possible, but in some cases this is the Association delivers services appropriate to the needs of the local community. Fig 1.1 below illustrates • John Norris not possible. We value complaints and use them the Association’s Governance Structure. The committees operate to clear schemes of delegated authority. • Pat Shields to improve our services. In 2012/13, the way in The Management Committee is the main governing body and had a stable membership throughout the past • May Ballantine which housing associations handle complaints was year. However the Management Committee took the decision to not fill any ad hoc vacancies that occurred • Karen McNab standardised. Now all Associations must follow a during the year while it completed its appraisal of the Committee’s performance. Details of membership are two tier system of presented below. The three Neighbourhood Committees, covering Halfway, Cardonald and Pollokshields, Pollokshields Neighbourhood Committee Stage 1 – Front Line Resolution, and meet monthly and operate as Sub-Committees of the main Management Committee. • Janet McLean Stage 2 – Investigation. • George Thomson The general membership of the Association totals 318. During the past year there were 35 new members. • Rena Lennox If you are still unhappy after going through these All meetings of the Management Committee were quorate in 2012/13. • Dorothy Wason two stages then your complaint can be referred to Fig 1.1 – Governance Structure • Elizabeth Paton the Scottish Public Services Ombudsman. • Francis Killen Scottish Public Services Ombudsman Management Committee • Betty Macneill (Chair) 4 Melville Street, EDINBURGH EH3 7NS 15 members elected at AGM • Lucy Anne Cowan Telephone: 0800 377 7330 • Parveen Mahmood E-mail: [email protected] • Sadie Swan Text: 0790 049 4372 • Linda Cope (resigned January 2013) Web: www.spso.org.uk Pollokshields Halfway Cardonald Fax: 0800 377 7331 Neighbourhood Neighbourhood Neighbourhood SFARS Board 6 members Southside Factoring Committee Committee Committee and Related Services Ltd The Association was fully compliant with the new 5 members 10 members 10 members • Patrick Mc Grath (resigned September 2013) complaints process by February 2013. Next year • Bob Thompson we will be able to report on all complaints over the • Sue Rawcliffe (Chair) 12 month period, however this year because of the • Dorothy Wason (appointed November 2012) transition to the new system we can only provide Audit Sub-Committee Appeals Sub-Committee • Lucy Gillie a partial report. During the 2012/13 we received Members nominated by Members nominated by • Alan Ferguson (appointed February 2013) 14 complaints, all of which were resolved by the Management Committee Management Committee • Betty Macneill (appointed February 2013) Association’s own procedures.

2 3 Southside as a Landlord

The Association is a Registered Social Landlord (RSL), providing housing management services, repairs services and investment to 2093 properties. This is the Association’s principal role. The Association had 1908 properties for rent at 31st March 2013. We also had a part share in 73 shared ownership properties. In addition we had 185 houses which were not available for rent as they were either awaiting major rehabilitation decisions, demolition and / or held for decant purposes. The Association also owns another Rent Levels and Affordability Sustaining Tenancies 142 properties that are either commercial units, garages or offices. It is one of the Association’s core commitments to The Association tries to ensure that where there keep rents affordable, but we have to balance this are problems with a household’s tenancy, we do against the cost of running a professional housing our best to overcome these. We fund a Welfare Housing Management Performance service and investing in tenants’ homes. At 31st Rights Service to assist households in financial Table 1 below highlights last year’s performance against a range of housing management targets and March 2013, 70% of SHA tenants were on full or difficulties. partial Housing Benefit. Table 3 below illustrates compares this with the previous two years. The outputs for last year show a sustained improvement across We had 2314 referrals to the Welfare Rights Service our average rent increase for last year and all key indicators as the organisation consolidates after the major upheaval of the three stock transfers. (up from1483 referrals the previous year) and we compares this with the previous two years and Table 1: Key Performance Indicators for Housing Management estimate this generated over £1m for our tenants. with national averages where these are available. Where there are disputes or behavioural problems, Key Performance Indicators 2010/11 2011/12 2012/13 National Average Table 3: Average Rent Increase 2011/12* housing staff try and resolve these and if necessary we refer the case to the specialist support services Time taken to re-let mainstream 12 days 26 days 12 days 29 days Rent Increase 2010/11 2011/12 2012/13 provided by Glasgow Community Safety Services. properties that become vacant Southside’s 2.4% 2.2% 1.7% % of rental income lost due to house 0.31% 0.83% 0.32% 1.1% Annual Rent Last year we made 40 referrals to Glasgow being empty Increase Community Safety Services. % of current tenant rental income in 2.54% 5.11% 3.93% 2.6% Average NA 4.7% 4.8% Unfortunately these forms of support do not arrears (excluding Housing Benefit Scottish Rent always bring success and last year we had to issue claims still being processed) Increase* 118 notices of legal proceedings for the recovery of our properties. From this, 37 court actions were *The Scottish Housing Regulator – national statistics *Source:- SHR Statistical Analysis initiated, and 16 orders for recovery of possession were granted. Four cases were subsequently Southside Housing Association rents are resolved, but the Association had to carry our 12 historically higher than average, including the GHA evictions. (10 cases of non-payment of rent, and 2 transfer stock. However over the past three years cases of anti-social behaviour). the Association applied rent increases significantly Housing Need lower than the national average, and in some years In addition, often resulting from the decision Table 2: Analysis of Houses Allocated by The Association had 3,158 applicants on our less than the rate of inflation. to raise court action, we found 17 dwellings Housing Need Housing List at 31st March 2013, (926 joining the abandoned. List in 2012/13). The time taken to process housing Housing Need 2010/11 2011/12 2012/13 applications improved significantly last year from Poor Housing 13% 5% 6% Tenant Participation 31 days to 6 days. We allocated 180 properties Homelessness 39% 60% 47% last year and Table 2 opposite provides an analysis The Association has a statutory obligation to of the types of households housed under the Domestic 2% 1% 1% consult with tenants on any major changes Associations’ Allocations Policy. The trend over Abuse that affect the services to them. In January we the past three years of increasing numbers of Harassment 0% 0% 2% consulted with every tenant and sharing owner allocations to Homeless households was addressed Medical 8% 3% 13% on the rent increases for the coming year. by the Association this year. A new Letting Plan Grounds In March we consulted on proposed changes to the Allocations Policy. In addition we have organised was agreed for April 2013 which ensures that other Special Needs 14% 15% 10% housing need is addressed while still meeting our ad hoc meetings for residents affected by major GHA Clearance/ 23% 8% 13% obligations to support meet works at various locations. The Association Demolition its homelessness responsibilities. A more sustainable continues to support and work with residents target for homeless lets of 30% has now been set. Other 1% 8% 7% groups where there is a demand for this.

4 5 Cyclical Repairs Southside as a Landlord In the last year we spent £161k on Cyclical Repairs. This included annual Gas Safety Inspections, communal painting work, roof and gutter The Association’s Maintenance Service is the inspections, five yearly electrical inspections, fan second key element of our landlord responsibility and lift maintenance, three yearly window safety and perhaps the most important aspect of our catch programme, water hygiene, fire safety, etc. relationship with our tenants. We have three Gas Safety is one of the critical issues that the categories of maintenance: Association’s Management Committee regularly • Reactive Repairs - ‘day to day’ repairs when monitors. At 31st March 2013, the Association something goes wrong in your home. has 682 properties that required a current Gas Safety Certificate, and the Association had 100% • Cyclical Repairs - work done on a regular cycle, compliance with this legal obligation. such as safety checks, programmed painter work, roof inspections etc • Major Repairs - the planned renewal of Major Repairs Investment elements of the building that have reached Last year the Association spent over £7m on the end of their useful life, i.e. heating systems, major repairs investment. Table 6 below gives a kitchens, windows etc breakdown of where this investment took place. St Andrews Crescent Table 4 below tracks the cost of our expenditure on Table 6: Major Repairs Investment 2012/13 all maintenance over the past three years. Contract Address Cost Table 4: Trends in Maintenance Expenditure Ad Hoc Replacements Various addresses £70k Repair 2010 / 11 2011 /12 2012/13 Kitchen Replacements 84-86 Craigie Street/6 Allison Place £45k Categories (£,000s) (£,000s) (£,000s) Kitchen Replacements 32-42 Melville Street £29k Reactive Repairs 380 620 1,261 Cold Water Storage Tanks Replacement 21-39 St Andrews Drive and £65k Cyclical 106 226 161 27 -31 St. Andrews Crescent Major Repairs 281 1,400 7,018 Controlled Access Upgrade 20-220 Moss Heights Avenue £68k Total 670 2246 8,440 & 150 Berryknowes Avenue CCTV Upgrade Swinton Place and Invergyle Drive, and £157k Queensland Court and Gardens Major Refurbishment 4-14 St Andrews Crescent £2.7m Major Refurbishment 20-220 Moss Heights Avenue £3.9m* TOTAL £7m Reactive (‘Day to Day’) Repairs *Total Moss Heights Cost of approx. £10m will complete in 2013/14 Last year the Association carried out 5,985 repairs on tenants homes. The Association operates a 24 hour repair service and has three categories of repairs: Moss Heights • emergency • Urgent • Routine Each repair category has a target response time and performance against these is reported in the Table 5 below. The Scottish Housing Quality Standard (SHQS) Table 5: Actual Performance Against Target Response Times The Scottish Government has set a quality standard for all housing Priority Response Target Time Number of Repairs % completed within association properties and a deadline of 2015 for meeting this response time target standard. The Association’s Maintenance staff, with the support of external surveyors, have been updating our stock condition data to Emergency Make safe within 1076 99% assess the extent of our compliance with SHQS. At 31st March 2013, 2 hours 51% of our stock has been surveyed, and we plan to increase this Urgent 2 working days 2362 95% level in the coming 12 months. The Association is confident that all Routine 7 working days 1828 92% its properties will meet the SHQS by 2015. (The exceptions to this are where demolition is planned but has yet to be completed and/or We ensure that the quality of the repairs service is checked in two ways. Every tenant is issued with a where the failure is in the common part of the tenement and we are a Satisfaction Report Card when the repair is reported. In addition our maintenance staff carry out ‘pre’ and minority owner. We estimate that by 2015 we will seek exemption on ‘post’ inspection visits on a minimum 10% sample of all repairs. just 61 properties that are in one of these categories).

6 7 Southside as a Property Factor

Factoring Service Southside Housing Association delivers a factoring service to 929 owners through its separate subsidiary company, Southside Factoring and Related Services Ltd (SFARS). The Association is a registered Scottish charity, SFARS is a non charitable company limited by shares, and the Dear member Association is the sole shareholder. The separate The SFARS Board met quarterly during the past year and also contributed to separate business Board of SFARS is appointed by the Association’s planning meetings with the Association’s Management Committee. The SFARS Board also met with Management Committee. the Management Committee in September to jointly review the division of responsibilities between SFARS produces a separate set of annual accounts the two boards and to strengthen the links between the two Governing Bodies. That meeting also and a summary of these is produced in Table 7 agreed an expanded remit for SFARS to include Mid Market Rent provision. below. Owners pay an insurance premium for The SFARS Board has made steady progress in recent years managing the separation of the non their property, the cost of any repairs, a charitable factoring activities from the charitable parent Association. SFARS is now starting to management fee and the cost of any services become more financially robust and less dependant on the Association and is beginning to deliver i.e. cleaning, gardening etc. The Management financial benefits to the overall charitable objectives of the Association. Fee income pays for the management and SFARS welcomed the Scottish Government commitment to regulate and improve standards in administration costs of operating the factoring factoring contained in the Property Factors Act 2011which came into force in October 2012. service. Last year the Management Fee was £121 Very little in the legislation presented a significant challenge to us, but nevertheless the adoption (plus VAT) p.a. and generated a total income of of the Code of Conduct, the new registration process and the issuing of Statements of Service have £241,651 for the year. The SFARS Board increased Mid Market Rent the Management Fee by 3% for the coming year. been time consuming for staff and the Board. The Scottish Government has encouraged housing The Board remains concerned about the level of arrears and has been looking at what can be done Table 7: SFARS Income and Expenditure associations to provide Mid Market Rent (MMR) as an additional option in local housing markets. to address this. We are also mindful of the current financial pressures on households and have SFARS Ltd. 2011/12 2012/13 MMR bridges the gap between the low rents borne this in mind when setting fee levels. Profit and Loss that housing associations traditionally provide Turnover £1,035,590 £1,231,882 The expansion of our remit to include Mid Market Rent will be challenging but our expansion into and the increasingly expensive private rented the role has been measured and small scale, and the popularity if the first phase at Tantallon Road is Operating Costs £800,628 £978,177 provision. Particularly in the context of a very testimony to the need for affordable housing in the local community. Net Profit £67,936 £54,323 difficult economic climate for first time buyers, We re-organised the membership of SFARS Board during the year, with Patrick Mc Grath leaving the for the Year rented provision has become more important. Board and Dorothy Wason joining. In addition Alan Ferguson and Betty Macneill joined from the MMR is aimed at working households and the Association’s Management Committee and I am sure this will strengthen relationships between the rent level is linked to the local authority’s Local two Governing Bodies, and help us develop our wider remit. Housing Allowance . For instance one bedroom properties in our first development at Tantallon I would like to record my appreciation to the staff who have supported the work of SFARS during Road had a monthly rent of £312. In March this the past year and to Bob Thomson and Lucy Gillie for their ongoing to commitment to the Board. year the Association allocated it’s first Mid Market Regards Units. The 24 flats built by CCG Ltd under the Scottish Government’s Investment and Innovation Sue Rawcliffe Fund must be retained for MMR for at least five Chairperson, SFARS years. The Association is also exploring t further opportunities for MMR including building our own units in . Karrell at Urban Roots

8 9 However an important part of the new work has been developing links with other services and encouraging them to work in our neighbourhoods. In particular the Food Train and The Advocacy Project have both been Southside as a Carer successfully introduced to Southside residents. Our staff team is fully qualified to meet Scottish Social Services Council requirements. In the past year our As a community controlled housing association, Southside is unusual in retaining its own specialist Housing long standing support worker Shaaista Youssaf retired and was ably replaced by Satinder Kaur. Support services which it delivers to approximately 150 households. All our services are regulated by the Care Inspectorate and rated either “Very Good” or “Excellent”. The Association provides six services (see Table 8 below) that are largely funded through Glasgow City Council revenue grant, and like all local authority funding these have been subject to severe constraints in recent years. Despite these financial concerns the Association’s Management Committee took the decision to sustain this valuable service for the long term. Although Council funding has remained constant in the past year, the Association has been able to develop new funding sources and new services.

Service Demand Table 8: Uptake of Housing Support Services

Service No of No Service No of No of New No of Service places Users Service Users Service Users users at 2012/13 Leaving 31.03.13 Community 30 places 20 0 0 20 Alarms Sheltered 82 places 86 4 5 82 The Association’s Housing Support staff Food Train volunteers delivering to Nithsdale Road Housing x 2 help young people sustain their tenancies Elderly Care 10 places 11 1 0 10 Mera Ghar 3 place 3 0 0 3 Saffron Project 22 places 28 5 6 22

The Association enjoys steady demand for these with residents groups at a number of locations to Social Work Placements services in our traditional neighbourhoods of establish improved community supports for older The Association has been a placement of choice for and Pollokshields. In the past year we people. The focus of much of this work has been many Strathclyde University Social Work students. successfully applied to the Transformation Fund to increase the range of activities available to our During the past year we had Nadia Graham, Maria to look at expanding some of these services to older people. This included one off events like the Mc Laren, Lynn Campbell and Carol Anne Mc Intyre Halfway and Cardonald. pensioners’ Christmas party for 250 older residents, on four month placements as part of the Practical We were able to appoint Nisha Malhotra to coffee mornings, social events, day trips, gardening Element of their Social Work studies. In addition support this work and Nisha has been working projects, Eid and Divali parties. we also had Bernadette Connolly and Paul Mc Kay on shorter observational placements.

Partnerships The Association continues to work with the following housing and support providing agencies working across a number of client groups.

Barnardos 16+ Young Peoples’ Service C-Change Learning Disability Service Glasgow City Council Homeless Services Key Housing Association Learning Disability Services Loretto Care Homeless Service The Mungo Foundation Learning Disability Service Sense Scotland Learning Disability Services Share Scotland Learning Disability Service Nisha Malhotra with Dorothy Gordon at Queensland Shabana Kousar, Housing Support Worker, Gowrie Care Homeless Services Urban Roots “volunteers” at visiting a young Saffron tenant Queensland Court and Gardens

10 11 The Handyperson Service Care and Repair The Handyperson Service continues to be in high demand. The service is provided through the combined team of the Handyperson Coordinator Glasgow and his team of around 14 volunteers. We are delighted that we have been able to retain a core of volunteers as well as regularly recruit new volunteers Glasgow Care and Repair is a city wide service delivered on behalf to the team. The type of work undertaken by the of Glasgow City Council to home owners and private rented tenants Handyperson service is reflected in the table below. who are over 60 or have a disability. Southside Housing Association The Handyperson Service continues to have a high acts as managing agent for Glasgow Care and Repair. This year we demand and has exceeded its target of completing celebrated 25 years of service. There are three distinct aspects to 2000 jobs in the year. the service George Mc Donald Table 10: Analysis of Handy Person Jobs 2012/13 • An advice and information service to older home owners Handyperson Jobs Handyperson Jobs Types • A Handyperson service for older people 1st April 2012 – 31st March 2013 - ACTUALS 1st April 2012 – 31st March 2013 - ACTUALS • A Home From Hospital Service funded through the Change Fund Home Visits 1231 Joinery 1083 Care and Repair Volunteer Ian Fraser Total Tasks & Advice 2407 Plumbing 184 Analysis of Handyperson Jobs Electrical 430 by Client’s Age Profile Advice/Other 612 1st April 2012 – 31st March 2013 - ACTUALS Analysis of Advice Jobs by Geographical Area <60 117 1st April 2012 – 31st March 2013 - ACTUALS 60 to 64 86 North 87 Advice Team 65 to 69 116 East 189 The Care and Repair advisors work with home owners and private rented tenants. The advisors provide 70 to 79 360 South 640 advice, information and assistance to enable people to undertake repairs and improvements in their own 80 plus 3450 West 207 home. Most of this work is self-funded. However, the advisers have been able to assist service users to access free central heating packages. Care and Repair also secured a grant from the Electrical Safety Council for £3500. This allowed essential electrical work to done for householders who were unable to afford this work. Home From Hospital The volume and type of work undertaken is reflected in the table below. The most significant development in service this Table 9: Care and Repair Service Delivery Analysis 2012/13 year has been the appointment of a full time Handyman, George Mc Donald, to support our No. of Referrals 724 No. of Home Visits 329 No. of Jobs Completed 832 new Home from Hospital service. The Home from Advice Service Jobs Analysis of Advice Jobs by Client’s Age Profile Hospital service is funded for three years through Handyperson Volunteers 1st April 2012 - 31st March 2013 - ACTUALS 1st April 2012 – 31st March 2013 - ACTUALS the Scottish Government’s Change Fund. The aim Plumbing/Gas Heating 69 0 to 19 3 of the services is to prepare the homes of older The following volunteers supported the patients awaiting discharge from hospital. Handyperson Service last year:- Disabled Aids, e.g. Handrails & Ramps 17 20 to 59 19 This includes providing key safes for access for Ally MacLeod Referral to Other Agencies 35 60 to 79 196 carers, removing trip hazards, making room for Advice Only 368 80 plus 153 specialist medical equipment and a range of other Bill Robertson Steps and Pathways 13 tasks. All of this contributes to reducing the time Derek Jones Garden 8 Analysis of Advice Jobs by Geographical Area taken to get someone home from hospital, as well as making the home safer and reducing the Derek Sharpe Fencing & Gates 6 1st April 2012 – 31st March 2013 - ACTUALS likelihood of readmission. Eddie Judge Multi-Trade Assistance 50 North 39 Roof Works 61 East 93 Frank Killen Electrical 32* South 169 Gary Willoughby West 70 Rot Works & Dampness 19 Ian Fraser Window and Door repairs 34 * Fifteen of the 32 Electrical jobs completed were supported by financial assistance from the Electrical Safety Council who provided a grant of Joe Dollin Decoration 6 £3500. This funding enabled our service users to complete £11,0438.75 worth of work in their homes, for example, making electrics safe to allow Robert Aikman Other 3 a central heating installation to go ahead. Ted

The Advice Service has also exceeded its target of 300 cases for home owners and private rented tenants during 2012/13.

12 13 Southside as an Employer

Southside is a major employer, with over 70 employees. The Association was re-accredited with Investors In People status this year. Southside is a member of Employers in Voluntary Housing (EVH) and staff terms and conditions of employment are negotiated collectively across the sector. The Association is also a supporter of Glasgow City Council’s Living Wage campaign. A full list of Southside employees during 2012/13 is produced below. The Association is committed to the training and development of its staff and a comprehensive programme of training was delivered during the year. In addition a number of staff benefitted from Further Education opportunities.

NAME JOB TITLE NAME JOB TITLE Further Education Kathy McHendry – NEBOSH General Certificate Bridget Maguire Housing Officer (Job Share) Wallace Mardon Concierge The Association offered an apprenticeship place to Henna Saleem under Glasgow City Council’s Ross Young Housing Officer Derek Reid Concierge Commonwealth Initiative Scheme. Thomas Housing Officer Mary Wright Concierge During the year we carried out a major restructuring of our Housing Management function and three staff McIlvaney Graham Gibson Concierge opted for Early Retirement or Voluntary Redundancy. Iris Clark, Mary Wood and Linda Gilmour had all David Allison Housing Assistant Peter Fitzpatrick Concierge provided many years of service to local communities on behalf of Southside, the GHA and Glasgow City Donna O’Connell Housing Assistant (P/T) Edward Beer Concierge Council, and they left with the best wishes of colleagues, Committee members and residents. Mary Wood Customer Service Assistant. Christopher Concierge Left the Association Burns - March 2013 Suzanne Lavelle Welfare Rights Officer Karen McKendry Team Leader - Rents Kevin Morrison Asst Welfare Rights Officer Jenna Stevenson Housing Officer Staffing Geraldine Tenancy Sustainment Anne Young Housing Assistant McKenzie Assistant NAME JOB TITLE NAME JOB TITLE Carol Anne Healy Housing Assistant Norma Taylor Housing Support Manager Patrick Mc Grath Director Iain Love Maintenance Officer Christine Gillan Housing Assistant Elizabeth Housing Support Team Aileen Byers HR & Corporate Support David Fulton Maintenance Officer Nick Swan Receptionist / Admin McLellan Leader Donna Reilly Head of Investment & Kathy McHendry Service Contracts Officer Paul McKenna Concierge Manager Shabana Kousar Housing Support Worker Development John Watt Service Contracts Assistant Julie-Anne Concierge Manager Nisha Malhotra Snr Housing Support Worker Roddy Campbell Clerk of Works Cheryl Burns Repairs Co-ordinator Marshall Satinder Kaur Housing Support Worker Alister Brown Project Assistant Sandra Thomson Repairs Assistant Graham Cook Concierge Fiona Maciver Housing Support Worker Mandy Wright Head of Finance Ray Nelson Repairs Assistant George Rhoddan Concierge Taiba Qureshi Housing Support Worker Joanne Boyle Senior Finance Officer Allan Forfar Housing Manager Michael Strain Concierge Shaaista Yousaf Housing Support Worker. Left Linda Fisher Finance Assistant Linda Gilmour Neighbourhood Manager. Joseph Lewis Concierge the Association - May 2012 Siobhan Heenan Finance Admin Assistant Left the Association Daniel Kirkwood Concierge Isobel Nelson Cleaner Melanie Tait Snr Factoring Officer (P/T) - March 2013 Donald McEwan Concierge Rosina Ryan Cleaner Brian McNeillie Factoring Officer Shahnaz Shakoor Team Leader - Estate Mgt William Houston Concierge Moira Bauld Care & Repair Admin Joanne Douglas Factoring Assistant Jackie Green Team Leader - Estate Mgt David Cowan Concierge Henna Saleem Apprentice Admin Marilyn Head of Housing Services Iris Clark Snr Housing Officer. Ian Maxwell Concierge Donald Williams Care & Repair Officer Beveridge Left the Association Christopher Concierge Surina Din Care & Repair Officer Elaine Reilly Clerical Assistant - March 2013 McAroy John Turner Handyperson Co-ordinator Sonia Mehmi Maintenance Manager Caroline Dickson Housing Officer George Concierge George Handyperson Fiona Wallace Maintenance Officer June Carmichael Housing Officer (Job Share) McMahon MacDonald

14 15 Southside as Southside in the Community

The Association is more than just a landlord, Urban Roots a Developer we see ourselves as an important anchor in our We have worked with Urban Roots in the past local neighbourhood, supporting communities year to deliver gardening support to residents in on a range of issues. We have already noted Despite dramatic cuts in capital subsidy, and a very Queensland Court and Gardens, Nithsdale and elsewhere the new services we have developed difficult financial environment, the Association Newark Sheltered Housing, and Hartlaw Crescent over the past year through successful application is committed to building new homes in the and Chirnside Place. communities it serves. We are confident that the to the Change Fund and the Transformation Fund. strength of our own financial position will allow us Over the past year we have been involved in a to continue to be a developer of new homes. range of initiatives to support local communities, Lourdes Primary Football Team either on our own or in partnership with other The Halfway Neighbourhood Committee agreed We finally received planning permission for the organisations. Here is just a summary of the to a small grant to support this local football team much delayed development of 40 units for rent activities we have supported:- and shared equity sale at Manse Brae, Cathcart and with new start up costs for team kits. work started on this project in April 2013 and will complete by next May. Nan Mc Kay Hall Ready Steady Grow The Association is currently preparing the planning We are working with this important community This collaboration of community groups works to submission for the former Arnold Clark site at organisation in Pollokshields to apply for Lottery improve and protect public amenity greenspace in Moss Park Boulevard and Paisley Road West and Funding to develop a new community hub that Pollokshields. The Association supported its main we hope to have this project of 36 new homes for will house the Nan Mc Kay Hall and a range of event last year and is working with the group to rent on site by March 2014. We will also facilitate other services. develop future activities in the area. further housing association activity on the site with Loretto Housing Association building 20 specialist Roddy Campbell, Clerk of Works units for older people. Food Train The small development opportunity at Gleddoch Road, Penilee is also at the design stage and we This volunteer led home shopping service received hope for a site start here in the summer of 2014. financial support from the Association last year and is now operating in Pollokshields, Shawlands Other pipeline projects include the refurbishment and now Cardonald. of the derelict tenement at 162-166 Street and the potential conversion of the Association’s old offices at 553 Shields Road into housing. Glasgow City FC The largest development commitment is however The Association in partnership with Scotland’s the clearance and demolition of the Deck Access leading womens football club ran a week long flats in Pollokshields . The rehousing of residents summer camp for local children in Shawlands is well advanced and we have scheduled the during the summer holidays. demolition of the first phase for early 2014. We are currently developing plans for the cleared site which will include a range of housing choices for the local community, some specialist housing for older people, and new community facilities including a new Nan Mc Kay Hall.

Manse Brae – 29 units for rent, 11 units for Shared Equity Alister Brown, Projects Assistant

16 17 Financial Performance in 2012/13

The Association reported an Operating Surplus for the year ended 31st March 2013 of £1,656k. (2011/12 £1,504k). Table 11 below provides a summary of the key financial performance outputs for the year. The table shows that turnover increased only marginally from last year’s figure, and operating costs reduced by 1.4%. The operating surplus increased by 10%. This year’s audited figures are distorted by an “Exceptional Item” of £3.7m which is the accounting treatment of using the dowry monies received at the time of Second Stage Transfer to fund the major investment works at Moss Heights and St. Andrews Crescent. Table 11 Key Financial Outputs 2010/11 2011/12 2012/13 (£000’s) (£000’s) (£000’s) Income £3,663 £8,721 £8,773 Operating Cost £2,745 £7,216 £7,116 Operating Surplus £918 £1,504 £1,656 Operating Margin 25% 18% 19%

The Association has an exceptionally high investment spend of £7m (£2.1m in 2011/12) on tenant’s homes, reflecting the commitment made to tenants at Second Stage Transfer. Table 12 Management and 2010/11 2011/12 2012/13 Administration Costs (£000’s) (£000’s) (£000’s) Management & Administration Costs £1,147 £1,877 £2,498 Staff Costs as a % of income 28.2% 26.1% 31% Office Overheads as a % of income 9.5% 7.2% 7.9%

The figures in Table 12 show that office costs have remained stable, but there has been an increase in Management and Administration costs. However this latter increase has been distorted by one off Redundancy payments and contributions to pension shortfalls. Table 13

Balance Sheet 2010/11 2011/12 2012/13 (£000’s) (£000’s) (£000’s) Cash £21,928 £38,794 £31,149 Revenue Reserves £1,808 £4,306 £6,985 Designated Reserves £21,529 £38,862 £35,185 Net Assets £23,289 £42,970 £41,811 Value of Housing Properties £61,239 £63,643 £68,078

Table 13 above provides comparative figures on the Association’s balance sheet. The reduction in Cash and Designated Reserves during the last year is directly related to the levels of investment expenditure on the Associations properties.

18 HOUSING ASSOCIATION

135 Fifty Pitches Road, Glasgow G51 4EB Tel: 0141 422 1112 Fax: 0141 424 3327 [email protected] www.southside-ha.org