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North News Hits WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST one vision - new north glasgow Our Vision: A community where people can flourish and prosper ISSUE 50 North News hits o, it’s not our 50th birthday here at Inside, we take this chance to reflect on North News – that’d be a bit strange the stories and features we have reported Nseeing as the Association is only on during this time - which includes some in its 41st year – but rather, this edition of the biggest and most important in the is incredibly our 50th in our 14 years of Association’s history. providing you with the news across North Enjoy this special edition, and we’d like Glasgow. to take this chance to say thanks for all your support over the last 50 editions. We’d have never reached 50 without you! ! Tenants’ Conference “All about You” Tenants deep in discussion at the Conference g homes put YOU at the centre of Representatives from Glasgow Science things at our 2017 Tenants Conference Centre spoke about “Food and the Future”, nheld in Saracen House at the end of running a stall showcasing some high protein March. insect snacks! North Glasgow Healthy Living The event is about gathering information Community gave a presentation on healthy on what our tenants think. From finding eating, offering advice and support for those out about your views on a range of matters who want to make more healthy choices. including getting feedback on repairs, Citrus energy, ng homes’ own Margaret Ronier Deumeni (African Challenge Scotland), STV Weatherman customer service and rents. The Tenants’ Fraser and TPAS Scotland’s Tony Kelly also Sean Batty and ng homes’ CEO Robert Tamburrini pose with ng Conference is a great chance to let us know gave a range of informative presentations. homes’ Board Members Bill Rossine and Margaret Thomson at the Conference what’s important to you. The event also had The programme was rounded off by a range of exhibition stalls, speakers and TPAS Scotland’s CEO Lesley Baird giving an special guests, and judging by the great insightful tenant scrutiny workshop before a response, tenants were delighted to be local Chinese Tai Chi expert took to the stage involved with the conference. to show the tenants two Tai Chi routines and “The Tenants’ Conference is a great chance introduce them to this relaxing therapy and for us to meet face to face with our tenants art. and find out what’s on their minds”, said Popular TV Weatherman Sean Batty then CEO Robert Tamburrini. “But it’s also a great hosted an interactive quiz on ng homes’ chance to familiarise ourselves with tenants services and posed for pictures with delighted and open up communications between our tenants. tenants and ng homes” Following on from the success of this The programme for the Tenants’ year’s conference, we’re eager to set up the Conference focused on a range of issues programme for the next one. Just get in touch Lynne Cooper, ng homes Assistant Director (Housing Services) which directly affect tenants, following our “All if you have any suggestions, and we’ll let you speaks at the Tenants Conference About You” theme. know when it’s likely to be taking place. Have your say North News GCU opportunities on Multi-Storey throughout the for ng homes Safety P2 years P4-5 tenants P17 NORTH news 1 WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST WHAT’S HAPPENIng Chief Executive’s Message nother three months on health and safety at the forefront of and of course, we feel for everyone and another edition of the our Association. This is from the top involved in the tragedy, something ANorth News goes out to all down – from our offices to our multi- which we’re sure is echoed our tenants, but this special 50th storeys – and it is paramount to our throughout the North Glasgow edition is one somewhat tinged with operation. Community. Special mention sadness. We will continue to ensure the too must go to our exceptional Normally we would take this time safety of tenants and involve them emergency services, who consistently to reflect on how far we’ve come over in the decision making process, and without question go above and the course of the newsletter, but in offering complete transparency when beyond in our name, far too often in the wake of the tragedy of Grenfell it comes to your homes. More than the face of danger. Tower in London, it’s been a chance that, we will invest and consult on the By working together and ng homes CEO Robert Tamburrini to reflect on our determination to needs of tenants where it is needed establishing potential hazards, protect the health and safety of our to ensure people’s health and safety, tragedies such as this can be tenants. as we always have. avoided, and at it is during times like Robert Tamburrini It’s with great pride that we Having Multi-Storey Flats of our these we must listen and respond to Robert Tamburrini recognise the incredible work of staff own, the events which unfolded that the concerns of our tenants. Chief Executive, ng homes within the organisation in putting day has moved us all at ng homes, Comments, Compliments & Complaints We know we are not perfect however we are striving For every complaint, we’re proud to have a host of compliments and commendations from our to achieve excellence in all aspects of customer tenants across North Glasgow. Here’s just some them below. service. We recognise that from time to time some things can go wrong, we’re only human after all, but Commending staff Thanking staff our aim is to rectify things quickly and effectively, and on their outstanding Thanks to staff for taking for their hard permanently improve our service in the process. customer service and the time to clean-up our work communication skills back court areas Complaints Upheld Number of complaints responded to in the period = 38 Thanks to housing staff for going Recognition of Appreciation of the the support from above and beyond Gemap staff their role help received from 82% of complaints were the Concierge responded to within our target timescales Have your say on Multi-Storey Safety Complaints January 2017 – March 2017 s part of our ongoing dedication in our high-rise buildings. We want to to health and safety, ng homes promote conversation and establish a Service SERVICE Area AREA Ahave invested in making sure we clear route to inform us of any concerns 3% protect both staff and tenants at work and or issues that tenants see in the buildings 29% Contractors Housing Services home. This includes employing a full-time – tenants are best placed to do this. 39% Repairs professionally qualified Health and Safety The TSP members would be drawn Housing Services 8% Officer to support and advise the business. from each of our 14 multi-storey blocks 21% Factoring Contractors Investment Factoring We also work closely with the Scottish and will receive appropriate awareness Investment Fire and Rescue Service (SFRS) to ensure training and support. The TSP would Repairs that we maintain our high level of focus receive performance, inspection and Complaints Upheld on fire safety – you’ll see something on actual test reports provided to ng homes COMPLAINTS UPHELD this in every edition of North News. To to assess compliance with its statutory ensure this happens, we have had a Fire obligations and regular risk assessments. and Home Safety Officer seconded from The Board would encourage the TSP to Not Upheld the SFRS to work with our tenants and the have independent advisors on health 37% community over the last 18 months. and safety issues alongside suggesting Upheld Upheld 63% Not Upheld Continuing this, and in light of the general aspects of the conduct of the recent tragic fire at Grenfell Tower in panel. Kensington, London, the ng homes Board Any tenant who lives in the multi are encouraging the establishment of a storey blocks who would like to be Multi-Storey Flat Tenant Scrutiny Panel involved should contact their housing Our Complaints Handling Procedure was developed by the (TSP) specifically for health and safety Officer in the first instance. Scottish Public Services Ombudsman in partnership with the housing sector. A guide to our complaints procedure is available at our offices or you can phone us and ask us to send you one out. SECTION GUIDE: WHAT’SService Area ng FINANCE ng EVENTS, ng STORIES ng INFORMATION HAPPENIng P8 PROJECTS & P18-21 P22-24 P2-7 INITIATIVES P9-17 2 NORTH news WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST WHAT’S HAPPENIng Agnes Adams: ng homes tenant for 50 years gnes Adams has seen some Ballgrayhill she stayed in an old style was spent. To get a house here you Balgrayhill Road and also look towards changes over the last 50 tenement building, which was just had to have someone to sponsor the future. We remain committed to Ayears in North Glasgow, but a room and a kitchen, and which of you. The flats used to be owned by providing an excellent service to all of one things always remained the course had a shared toilet.
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