www.partickha.org.uk

Spring 2019

Customer Satisfaction Survey

As we reported in our last newsletter, we have recently completed our latest Customer Satisfaction Survey.

The headline findings were: Some of our early ideas include: 89% satisfied overall with service provided launching our customer service standards; by Housing Association; finalising our repairs and maintenance service 90% rated the Association good at keeping improvement plan; you informed; ensuring effective management of our contractors; 89% satisfied with the opportunities to participate; sharing information on our housing investment plans; 86% satisfied with repairs and maintenance; introducing customer-led estate inspections; 88% satisfied with the quality of your home; working in partnership and signposting to other 86% rated rent as good value for money; and local service providers; 84% satisfied with management of the continuing to focus on value for money neighbourhood. and affordability; and This shows that we continue to perform well and looking to improve access to information we’re one of the best performing housing associations and services through our website and online portals. in Scotland. But there’s always room to improve and different ways of working for us to meet the changing During 2019 we aim to consult with tenants on needs and expectations of our tenants. our plans. Please get in touch if you would like to get involved. Emergency Repairs for Tenants These numbers are for use when PHA’s offices are closed.

Electrical Power loss after flooding, major electrical failures, but not resetting of trip switches Mitie - 0845 600 8624 [email protected]

Joinery Board-ups/lockouts, security works after break-ins Mitie - 0845 600 8624 [email protected]

Plumbers Burst pipes & flooding Mitie - 0845 600 8624 [email protected]

Slaters Unfortunately tenants can sometimes experience infestations or Major storm damage, vermin. It’s the tenant’s responsibility to deal with this, not the rain penetration via roof Association, although we might be able to help fill holes Mitie - 0845 600 8624 or sealing any gaps to prevent vermin accessing your home. [email protected] Common pests found in Partick All kitchen cupboards and work can include: surfaces should be kept clean, and all Heating Engineers foodstuffs should be stored in sealed Gas central heating failures, burst Mice and rats: if you find either containers. or leaking radiators, burst boilers in your home, contact City Building - 0800 595 595 City Council on 0141 287 1059 For successful treatment of moths, (this number should be used at all times and they will attend and treat the a high level of hygiene must be problem free of charge. They will maintained throughout your home: Gas inform us if any follow up work is required to fill holes when their Move large items of furniture and If you trace a gas leak work is complete. appliances and clean and disinfect Transco - 0800 111 999 behind them; Moths, ants and beetles: if you Stair & backcourt lighting find these you are responsible Vacuum daily and make sure City Building - 0800 595 595 for dealing with this and suitable that the bag/cylinder is emptied treatment products are widely regularly; Scottish Power available from DIY, Hardware and Clothes and bedding etc should Power loss throughout Pound shops. be laundered regularly and rarely your local area Information on the best way used items should be stored in 08452 727 999 to tackle any of these pests is sealed or zipped bags. widely available on line and both If you take all of these simple Scottish Water the websites below have useful measures, you can quickly tackle Water hydrants damaged, information: problems before they become street flooding www.rentokil.co.uk bigger and more expensive, 0845 600 8855 www.glasgow.gov.uk requiring professional help.

2 The Partick Times Spring 2019 Our properties are in good New Smoke Alarm Legislation Street, Hyndland Street, Kennoway condition and well maintained, The Scottish Government recently Drive, Mansfield Street, Sandy Road, but they need continued announced new standards for Stewartville Street and White Street. investment in repairs and smoke alarms and fire safety, etc. maintenance so that our homes Our contractor, Belac, has already We will write to affected tenants meet safe, modern standards started installations and this will be to arrange a ‘march-in’ survey to and are energy efficient. an important focus for us during the take place and we will then arrange next year or so. Tenants should look for the kitchen upgrade soon We have been reviewing the out for a letter from the contractor afterwards by our contractor MCN. condition of our housing stock and with your planned installation date. drawing up a programme of work Bathroom Upgrades that we will be carrying out so Kitchens Upgrades We are planning bathroom upgrades that our homes meet the Scottish From April 2019 we will continue later in the year. We have still to Housing Quality Standard (SHQS) to roll out our programme of confirm dates and properties, but will and Energy Efficiency Standard for kitchen upgrades. This will include provide further information soon. Social Housing (EESSH). During some properties in: Apsley Street, 2019 we aim to consult on our plans. Beith Street, , Chancellor Window Installations Please get in touch if you’d like to be Street, Crathie Drive, Crow Road, We have recently completed involved. Dalcross Street, Dumbarton Road, ‘march-in’ surveys for our next Elie Street, Fordyce Street, Gardner window installation programme and Street, Hayburn Court, Hayburn this work will start in March 2019.

Annual Gas Servicing Help us keep you and your neighbours safe

Every year around 30 people are killed in the UK We appreciate your co-operation in allowing us access from carbon monoxide (CO) poisoning caused by gas to your home and will give you reasonable notice. appliances which have not been serviced. Please help us to keep you safe, and respond to the access cards and letters in good time. If you don’t allow As your landlord we have a legal requirement to have access to your home, we may need to force access to the gas appliances in your home serviced every year. do the service. Our contractor, City Building, will visit your home to carry out this service at a time that is convenient. If you want to discuss your gas service, please phone the repairs team on 0141 357 3773 (press option 1).

The Partick Times Spring 2019 3 Rent Changes 2019/20 Following tenant consultation, the Association’s Board recently agreed that rents will increase by 2.9% from 1 April 2019 to balance the current costs of running the organisation with keeping rents affordable. This means you will typically pay an extra 3p or so for every £1 you pay in rent.

Our rental income covers our investment commitments than an actual 2.9% increase. But after applying the 2.9% to meeting the Scottish Housing Quality Standard increase for 2019/20, the maximum extra increase that (SHQS) and the Energy Efficiency Standard for Social is allowed under the rent restructure plan is £15 per Housing (EESSH), as well as our commitment to value month. for money, service excellence and growing our housing stock to meet local housing needs. You can pay by Direct Debit, Standing Order, on-line or by using your plastic payment card. If you currently Most tenants will have received confirmation of your pay by Direct Debit we will automatically charge your new 2019/20 rent charge by now. For those who still new rent, but if you pay by Standing Order please advise have a ‘registered’ tenancy, and whose rent increases are your bank of the new charge. reviewed every three years, you will receive notice from the Rent Officer in the usual manner. If you are a tenant who is eligible for assistance with your rent through Housing Benefit, any rent increase will You may recall that last year we started rolling out the be reflected within your award. If you receive assistance process of ‘rent restructuring’ to simplify and streamline through Universal Credit, your Housing Officer will how we set our rents, so every tenant in the same size contact you personally to discuss how you notify the and type of property are broadly paying the same rent. DWP of your new rent charge. The majority of our tenants will now have reached their We also offer a free, confidential and independent restructured rent, but for others this will be an ongoing money advice service through our Money Advice process which we are phasing in over the next few Officer Stephen Lawson. Stephen can offer help and years. So in these circumstances, as well as the 2.9% advice on social security benefits and tax credit benefits. rent increase charge, your new monthly rental charge If you would like to make an appointment to discuss from April 2019 may be adjusted to include the result your circumstances with Stephen, please contact him of the rent restructuring. This means that your actual directly on 0141 330 1487. rent charge from 1 April 2019, may be less, or more

4 The Partick Times Spring 2019 Paying your Rent on time… it’s simple and convenient It’s important to pay your rent on time. Every PHA tenant is due to pay their rent on the 1st day of every month. We use the money we collect to deliver the services we provide – like our repairs service and making planned improvements to your home. There are so many new ways to pay your rent which may be easier and more convenient than having to take the time to use your swipe card. These popular methods are listed below. Univeral Credit We can help if you are worried about paying. We can also provide rent statements on request and discuss If you are receiving Universal Credit (UC) and you are the most suitable option for you to pay your rent. unsure of how your payments have been calculated, or Please contact your Housing Officer to check that if your benefit has been sanctioned or reduced for any you are up-to-date with your payments and to other reason, contact Stephen Lawson, Money Advice consider the easiest way for you to make payments. Officer on 0141 330 1487.

Go to www.partickha.org.uk click make a payment and select World Pay Click www.worldpay.com enter your payment card or reference number.

Go to www.partickha.org.uk click make a payment and select All Pay. Go to www.allpay.net and enter your payment card or reference number. You can download the allpay app for compatible mobile devices. You can phone 0844 557 8321

By setting up an electronic BACS payment using your own on-line bank and using our bank details which are: Sort code: 82-64-21 Account No: 50064160

Please remember that you must provide your unique reference number from your rent statement or factoring invoice when using this payment method.

Go to www.partickha.org.uk click make a payment, select tenant, owner or commercial and then select Direct Debit where you can download the form. Complete it and return it to our office.

All debit card payments can be made to us by calling 0141 357 3773. Alternatively you can call into our office at 10 Mansfield Street and pay by card.

The Partick Times Spring 2019 5 Making the most of your money…

Energy Advice Credit Unions

When our staff are out and about in your homes, What is a Credit Union? a number of tenants have told us about how they A credit union is a financial co-operative which provides struggle with fuel bills and managing fuel debt. savings, loans and a range of services to its members. It is owned and controlled by the members. Partick Housing Association is working with G-Heat to look at ways that we can work together to help our They can help you save regularly, borrow responsibly tenants with fuel bills and make homes easier to heat. and keep on top of your finances. Credit Unions can offer loans to people who might struggle to get a loan G-Heat is a home energy advice team who visit you at from other lenders. home and provide free, impartial advice and information on all aspects of energy use which can help you save Credit unions come in all shapes and sizes. Whether you’re money. The service ranges from general advice such as looking for a credit union with online and phone banking, getting the best deals and tariffs, help you to understand a local branch or service point you can walk into – or a fuel bills and meters, act on your behalf when dealing combination of these – there’s a good chance you’ll find the with suppliers and energy saving measures. credit union you’re looking for to meet your needs. If you think that you’re paying too much for your energy You can find out more at use, they can advise on cheaper deals for electricity www.findyourcreditunion.co.uk and gas and help you to switch providers and payment methods. If you have arrears they can help you to agree payment plans with your energy supplier and ensure that you are paying debt back at a reasonable rate. More importantly they can also show you how to monitor energy use efficiently to avoid accumulating fuel debt. You can contact G-Heat on 0800 092 9002 or via their website www.g-heat.org.uk

6 The Partick Times Spring 2019 What services do Credit Unions offer? Credit unions offer a wide range of financial products and services to suit consumers from all walks of life. All credit unions offer savings accounts and loans. Many offer a wide choice of additional products such as junior savings accounts, Christmas savings accounts, prepaid debit cards, insurance products, cash ISAs and in some cases even mortgages. Some credit union branches or service points offer a face-to-face cash service. Others exclusively offer an Watch out for phone online or phone banking service. Some credit unions have developed an app for mobile devices and make and email scams instant loan decisions, while others prefer to interview all prospective borrowers. We recently received a message from a local resident who had been the victim of a phone scam. Fortunately, he was able to recover his money, but we would encourage you to be cautious Why use a Credit Union? about any requests to transfer money to another There are many great reasons to join a credit union. account or provide personal banking details.

Credit unions help you save regularly, borrow Residents should be alert to any phone call or email responsibly and keep on top of your finances. you receive from a person claiming to be from a Credit unions make it easy to save – even a small bank, financial institution or other company either amount saved each week will soon mount up. asking for money to be transferred or asking for a phone call to be made to the bank. Do not provide As co-operatives, credit unions share their profits any of your details. with their members. This often means savers will receive a dividend on their savings every year. When asked to rank factors that make us more likely to trust a stranger over the phone, the top Credit unions offer affordable loans, which can range three results were all tricks used in the ‘patterns from shorter term loans of a few hundred pounds of trust’ approach, with the most popular being: to much larger loans for holidays, buying a car, home ‘sounding like a nice person’ (46%) and ‘sounding improvements or even a mortgage. like they know what they’re talking about’ (42%). Almost a third listed ‘offering to help with a Credit unions are often able to offer credit to problem’ (30%). people whose circumstances might mean they struggle to get a loan from other lenders. Remember: Credit unions offer very competitive rates on loans • Never disclose security details, such as your of all sizes. For smaller sum loans, interest on credit PIN or full banking password union loans is always much lower than that charged • Don’t assume an email, text or phone call by doorstep lenders and payday lenders. is authentic All money saved in a credit union is protected by • Don’t be rushed – a genuine organisation the Financial Services Compensation Scheme up to won’t mind waiting the value of £85,000 per person. • Listen to your instincts – you know if something doesn’t feel right • Stay in control – don’t panic and make a decision you’ll regret • If in any doubt, hang up the phone. Contact your bank directly using a trusted number, such as the one on the back of your bank card or visit a branch. • If a bank believes your account is being compromised they will act to prevent this without asking for your assistance.

The Partick Times Spring 2019 7 Top Class

Homes on Fabulous homes for rent are coming to Partick with a new lease of life for the their Way! site of the former St Peters Primary School. In previous newsletters we’ve told that the school in The next major step in the project is to connect Chancellor Street, which closed in 2013, is becoming the new drainage system from the flats into the much-needed new homes in the heart of our main sewer network. community. This is part of our promise to build new properties to meet local housing needs. This will require the closure of a section of Chancellor Street between Mansfield Street and Dowanhill Street. Work is now well underway and the project is due The dates for road closure are from Monday 1 April to be completed in Autumn 2019, including 31 flats until Monday 15 April. Diversion signs will be in place for social rent, 21 flats for mid-market rent and 8 flats for the duration of the closure. for supported accommodation. Keep an eye on our website for more St Peters updates.

Charitable Giving Glasgow City Mission Partick Housing Association Especially during the cold winter continues to support Glasgow City months, it’s important for us to Mission in providing a Glasgow support the great work of the Winter Night Shelter for homeless volunteers at Glasgow City Mission people in the city. We recently who help those of us who do not made a donation of £400. have a home to call their own.

8 The Partick Times Spring 2019 A local church has recently There are many factors that can The Church is delighted to host installed Partick’s first 24-hour, lead to a sudden cardiac arrest, Partick’s first fully public accessible publicly accessible defibrillator. such as having high blood pressure, defibrillator. We hope people don’t obesity, smoking, high cholesterol need to use it but it may save lives To help someone who is in cardiac levels, congenital heart disease if required”. arrest, a defibrillator needs to and diabetes. be found as quickly as possible. The defibrillator is located in the A defibrillator is a device that gives After a sudden cardiac arrest, yellow box on the wall outside a high energy electric shock to the without immediate treatment Partick South Parish Church at heart of someone who is in cardiac 90-95% of victims will die. 259 Dumbarton Road. If you ever arrest. This high energy shock But if a defibrillator is used and need to access it, you should dial is called defibrillation, and it’s an effective CPR is performed within 999 in the first instance and the essential part in trying to save 3-5 minutes of cardiac arrest, emergency services will inform the life of someone who’s in then the chance of survival you on how to proceed. cardiac arrest. increases from 6% to 74%. You don’t need to be trained to Partick South Parish Church use a defibrillator – anyone can use Minister, Rev Andy McIntyre said: it. There are clear instructions on “We were surprised to learn how to attach the defibrillator pads. that there are few defibrillators It then assesses the heart rhythm in Partick, and none which were and will only instruct you to deliver publicly accessible 24 hours per day. a shock if it’s needed.

The Partick Times Spring 2019 9 Throughout the February mid-term break, Partick Housing Association delivered February Fun Fest, a free programme of activities for children with lunch included. Three sessions were held daily from Monday 11 to Wednesday 13 February and were available for children of primary school age to attend. Viki McCormick of PHA said “We’d like to thank Impact Funding Partners, and We worked with the Language Hub and Print Clan, everyone else involved for their support in delivering with experienced teachers of French, Drama and Screen these sessions for 24 children”. Printing. The children were able to try a different activity each day, learning new skills while enjoying themselves We’ve had really positive feedback from parents and and making new friends. After the children worked up children who attended. One of the participants said their appetites, the Language Hub served up delicious “I really enjoyed February Fun Fest. I wish it was on healthy lunches. every week!”

We are continuing with our neighbourhood, and see how we can successful rolling programme of work together to shape the future. Getting tenancy visits which allows us to speak to you, hear about your needs We’re always keen to hear from and make sure that we keep our tenants who might want to get to know records up to date. involved in the work that we and our partners do, so that Partick and Before a visit, we will write to you, Thornwood continue to be great You… giving plenty of notice, to arrange an places to live. appointment time. For those of you who we’ve visited It’s great to get the opportunity recently, we really appreciate your to meet our tenants face to face, time and input We look forward to find out what matters most to seeing the rest of our tenants soon! you about our services and your

Christmas Winners! To bring some extra festive cheer to our residents, we ran some competitions to win a luxury Christmas Hamper and tickets for the panto at the King’s Theatre, Aladdin. There was an excellent response to the competitions with the lucky winners being drawn and contacted to let them know the good news.

10 The Partick Times Spring 2019 Christmas Afternoon Tea Some of Partick’s finest were treated to a fun-filled afternoon the week before Christmas, as we hosted Dance a free Christmas Afternoon Tea Dance for over 60s.

The event was held to help There was a great atmosphere in The Connects2Project supports tackle loneliness and isolation the room. One attendee said, “A big over 400 local folk, over 60 years affecting older people over the thank you to all at PHA for a great young, improving physical, mental festive period. Attendees and day at Partick Burgh Hall. The Tea and emotional health – providing representatives of local health and Dance was wonderful, and we really time and space to have a laugh and wellbeing organisation, Annexe enjoyed the music, dancing and food. make new friends! The project also Communities were invited to join A good time was had by all”. provides opportunities to volunteer, PHA tenants at Partick Burgh Hall. sharing skills and talents. We work Jane Cowie, Connects2Project to support people to reach any, so They tucked into sandwiches and Development Officer at Annexe far unfulfilled, dream or aspirations sweet treats and enjoyed music Communities, added, “We really they may have. from big band, That Swing Sensation. appreciate the support from Partick A dance instructor was on hand to Housing Association, CBC and Mitie. This funding from PHA and their encourage people onto the dance They’ve saved the day and given us contractors will be put to very good floor and show them some moves. a real boost in times when we are use and is appreciated by many”. By the end of the afternoon, not a finding funding harder to come by. single person was left in their seat as everyone joined in the dancing. The event was part-funded by one of PHA’s contractors CBC. PHA and CBC have teamed up with Mitie to support the Annexe Communities Connects2Project with funding totalling £5,000 and were delighted to present a cheque at the dance. The funds will be used to support activities including health walks, complementary therapies, Twinkle Toes, well-being yoga classes, gentle exercise classes, film club, and art classes.

The Partick Times Spring 2019 11 Life with cancer is still life. Macmillan @ Glasgow Libraries can help you live it.

For free cancer information, emotional, practical or financial support, or if you would just like someone to talk to, drop in to your local Macmillan Cancer Information and Support Service. You will find us in Glasgow Libraries across the city Every Tuesday from 12 noon-4pm and every Saturday so that you can access free information and support in from 10am-2pm your community. All Glasgow Libraries have a dedicated Hillhead Library space where you can find free, expert and easy to Every Wednesday from 11am-3pm understand information about cancer. We cover a wide range of topics for people with cancer, their loved ones, For more information or to get involved as a Macmillan carers and people who are bereaved. Partick Library Cancer Information and Support Volunteer please just is currently closed for improvement works, therefore drop in to your local service. You can also call us on we have temporarily moved our Saturday service to 0141 287 2999, email [email protected] The Mitchell Library. or visit glasgowlife.org.uk/macmillan

Congratulations to the Word Puzzle Winner, Congratulations to M Hynes T. Queen who wins a £25 M&S voucher. who wins a £20 Celinos vouchers.

Partick is so wonderful The quakers grave and library Cause Partick has everything History does us proud Old time tenements tall A person of pride can need Shipyards, shops and castle grounds Our charity shops and eateries A cultured life, a pint or two And smiles galore allowed. We have it all. The place to be indeed. From Mansfield Park Byres Road and Partick Cross to Chancellor Street The world, knows it’s great The Smiddy and Quarter Gill We jump the tube at Morrisons We love our Partick evermore Never arriving late. Tire of it we never will.

10 Mansfield Street, Glasgow G11 5QP. www.partickha.org.uk Tel: 0141 357 3773 Fax: 0141 357 4503

Registered society under the Co-operative and Community Benefit Societies Act 2014. Recognised Scottish Charity No. SC033751