NEW* North News 59
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nn59-p1.qxp_Layout 1 18/05/2021 09:52 Page 1 Issue 59 • Spring 2021 north news One Vision: A community where people can flourish and prosper Keppochhill new build development brings affordable housing to North Glasgow ng homes’ new build development is located on the former Springburn Halls site and it will bring 49 homes to North Glasgow. You can read all about the progress in building the new homes on page 19! In this issue: Covid-19 Easter Bunny delivers Financial support Update Bunny Bags across and information page 2 North Glasgow pages 22 to 25 page 5 nn59-p2.qxp_Layout 1 19/05/2021 10:50 Page 1 WHAT’S HAPPENIng Welcome... Welcome to the Spring issue as possible to support you during of North News, and the first these challenging times. Please visit of 2021! our website for the most up-to-date information regarding the services we In this issue I trust you will find lots of can provide, or call us on 0141 560 helpful information, ranging from 6000. financial advice to community support services. We have included our In the last issue of North News we Landscape and Open Space highlighted the launch of the ng Maintenance programme for 2021/22 homes app and I am delighted to see which I hope you find useful. Please so many customers download and remember that the programme may use the app. We would welcome your be subject to change due to the feedback on the app so please do get in touch with your comments. weather or Government guidance. organisation and he will be greatly The Association is following the As you may have heard, Robert missed. You will hear more about that Scottish Government’s guidance and Tamburrini, CEO of ng homes, will be in the next issue of North News. therefore our offices remain closed to retiring after 28 years with the the public. Please be assured that our Association. Robert has been .John Thorburn staff are providing as many services instrumental in the development of the Chairperson, ng homes Covid-19 Update It has been a difficult past year and we would like distancing. All of our offices are deep cleaned monthly to thank you for your patience during such an through a process called ‘fogging’ which offers long lasting uncertain time. There have been significant changes protection against bacteria and viruses. Please note that to how we deliver our services to our customers over our offices remain closed to the public in line with current the past year however we have maintained an Scottish Government guidelines. essential and key services to our customers, such as For the most up to date information, please visit our emergency repairs and our 24/7 Concierge service. website: www.nghomes.net. Alternatively, if you have any Since March 2020 we have made changes to our offices to queries please don’t hesitate to get in touch: ensure that they are Covid secure. The offices have Call: 0141 560 6000 benefitted from glass screens, automatic hand sanitiser dispensers and clear signage demonstrating social Email: [email protected] Pages 2 to 4 Pages 5 to 15 Pages 16 to 20 Page 21 Page 22 to 25 Pages 26 to 28 WHAT’S COMMUNITY ng UPDATES JOIN FINANCE / HELPFUL HAPPENIng NEWS AND ng homes’ HELP AT INFORMATION STORIES BOARD HAND 2 | north news nn59-p3.qxp_Layout 1 19/05/2021 10:45 Page 1 WHAT’S HAPPENIng Our Performance: Complaints and Compliments 1st October 2020 - 31st December 2020 (Q3) Complaints October to December 2020 We know we are not perfect however we are striving to achieve COMPLAINTS UPHELD excellence in all aspects of customer service. We recognise that from time to time some things can go wrong, we’re only human after all, but our aim is to rectify things quickly and effectively, and permanently improve Upheld/ our services in the process. Partially Not Upheld Upheld 43% Number of complaints received in the period = 42 57% 98% of complaints were responded to within our target timescales. Our Complaints Handling Procedure was developed by the Scottish Public Service Ombudsman in partnership with the housing sector. A guide to our complaints procedure is available at our offices and you can phone us and ask us to send you one out. Compliments during the period included: Thanks to staff Happy with service Interesting, informative who cleaned Thanks for helping out with moving communal provided by plumber. furniture in preparation for boiler and very well produced landing. and heating refurbishment. North News. The article Thank you for Thanks for entitled “Heating Cost Thank you for assisting with a Thanks for dealing excellent Help” was particularly assisting with litter pick in the with flooding issue. service. useful. water issue. area. A customer complained that there You Said You Said We Did was a lot of dust and mess left behind in the close by the contractor We have been listening to our customer’s feedback to help us during kitchen, bathroom and rewires improve our services. The selection below highlight some key We Did We arranged for a deep clean of services that we have recently improved on: the close to be carried out once all the works were complete You Said A customer informed us he We Did We arranged for more was unable to get through out of hours phone lines to us on the phone at 6.30pm to be raised by our IT department Complaint received on behalf of a You Said vulnerable customer about a A customer complained We Did We installed a new delay in repair causing them to have no hot You Said about an ongoing boiler and treated and water which under normal circumstances is a problem with their boiler and also painted affected walls and ceiling non-emergency repair water penetration from flat above We held discussions with repairs We Did A customer complained We Did The close cleaning supervisor contractors regarding repairs You Said about issues with stair will inspect regularly to ensure that the categories during the pandemic to cleaning in the close stairs are cleaned to the correct standard ensure they are fit for purpose north news | 3 nn59-p4.qxp_Layout 1 19/05/2021 11:26 Page 1 WHAT’S HAPPENIng Time for Reflection and Hope By Margaret Fraser, Head of Regeneration, ng homes On 23rd March 2021 we marked delivering these activities. ‘National Reflection Day’ which was Therefore we were well organised by Marie Curie. This was placed to come together as a held on the day of the first community to support those National lockdown and gave us who were shielding, isolated, time to reflect on one of the most vulnerable and anxious about challenging periods we have faced what was ahead. and to remember those who have ng homes’ Housing and suffered loss and difficulties during Regeneration departments this time. worked together to identify Dominic McInally from ng homes delivering Springburn Directory bags to staff and volunteers at the Brunswick Centre As we think back to March 2020 when the those most needing support. news that Covid-19 was spreading around We successfully applied for a range of funding to support purchases of the globe, media sources were dominated food, hot food and other items to support with rising infection numbers and our food distribution centre, community Governments began to outline their food hubs and other local organisations. response and subsequent restrictions. It We had to work differently and made became clear that this unprecedented connections with large wholesalers, the situation would require the community to Glasgow Fruit Market, local butchers and mobilise. food stores for culturally appropriate foods As the effects of the pandemic hurtled to support our tenants. through the community with lockdowns, In a previous issue of North News we school closures, queues at the highlighted the incredible work of supermarkets, stockpiling of goods, older volunteers and staff across the community people shielding, fear of becoming infected Staff and volunteers at organisations, faith groups and at the ng Springburn Parish Church by Covid-19, increased anxiety and mental group who have selflessly and tirelessly health – it was clear that we had to find a worked to help community members. during this time with welfare calls, uplifting new way of supporting our tenants. Despite the implications of the virus, they prescriptions, preparing and delivering Communication with tenants, community put themselves directly at the centre of the food, fuel support and so much more. members and partners was vital. community to provide support. We dubbed So, as we reflect on the past year we want Prior to the pandemic there was a great them the ‘Angels of the North’ and the to say a sincere ‘Thank You’ to all of those deal of community activity across the area amazing community response could not who have helped friends, neighbours and for all age groups and cultures. Alongside have happened without them. They are the community members through this period. this, we worked with many community lifeblood that runs through this community We would also like to thank the funders for partners and tenants in designing and and have helped thousands of individuals all their support. Thank you to: Lambhill Stables Thank you to our funders: Springburn Parish Church North United Communities Scottish Government Tron St Marys North Glasgow Baby Food Bank The National Lottery Colston and Wellpark Parish Church Sunshine Wishes Children’s Charity Glasgow City Council Salvation Army Glasgow Afghan United Barclays Partick Thistle Charitable Trust/Progrez African Challenge Scotland Allied Vehicles Ltd Possobilities Glasgow Chinese Recreation Centre Glasgow Life Brunswick Centre Stronger Together Enterprises Social Housing Fuel Support Fund Young Peoples Futures Manorview Hotel Group Scotland Towns Partnership 4 | north news nn59-p5.qxp_Layout 1 19/05/2021 11:01 Page 1 COMMUNITY NEWS AND STORIES Possobilities teams up with the Easter Bunny to spread some Easter joy By Possobilities We have been working in close partnership celebrate Easter saying ‘they couldn’t be with ng homes for the past year to help the bothered’! We worked hard to make the North Glasgow community.