Trust talk The Newsletter of Trust Housing Association Winter 2014

Together we raised over £9,500 for Macmillan Cancer Tenants and staff, from Stornoway down to Newton Stewart, donned their aprons to raise vital funds for Macmillan Cancer Care. The combined efforts from 32 developments and head office staff meant that we raised over £9,500, almost double last year’s total.

Linda Noble, Coordinator at Tobermory, where they raised a superb £650, said: ‘We have a close knit community here and we are thrilled to have raised such an amount for Macmillan. It’s a charity that is close to the hearts of lots of our tenants and staff and we were keen to give something back. Everyone thoroughly enjoyed the day’.

Jayne Forbes, Fundraising Manager for Macmillan simply said: ‘That is AMAZING’. Well done to everyone involved.

In this issue: Halloween Parties (Page 3) Tenant Case Studies (Page15) Winter Weather Tips (Page 27 Power of Attorney (Page 38)

Trust Talk Newsletter Volume 25 – Winter 2014 Welcome Contents Hello and welcome to your Winter Development News 2-8 Edition of Trust talk. Well where has From Our Tenants 9-10 2014 gone? It’s just flown by, with Fundraising 11-12 the various sporting events and the Starters & Leavers 13-14 controversial and thought provoking Case Studies 15-16 referendum; it’s been a great year that Board Visits 17 has raised Scotland’s profile with the Tenant Participation 18-20 rest of the world. Care Inspectorate 21 We hope you enjoy this edition which TEL 22 includes some winter weather tips and Arran Pages 23-26 a delicious mince pie recipe for those of Health, Safety & Wellbeing 27-29 you who enjoy baking. There are more News & Information 30-43 stories than we have ever seen from the Mince Pie Recipe 44 developments, so thank you for sharing Crossword 45 these and please keep them coming. Sudoku 46 You will also find enclosed a copy of your 2015 Trust Calendar.

Have a very happy and healthy Christmas and New Year.

Stacey Williamson | Editor

If you would like to receive Trust Talk over email please let us know.

Head & East West Regional Office Office Closed Regional Office Trust Housing Please note the Offices Trust Housing Association Ltd of Trust Housing will be Association Ltd Pavilion 5, First Floor closed from Thursday 25th 12 New Mart Road Watermark Business Park December until Monday 5th Edinburgh 345 Govan Road January 2015. EH14 1RL Glasgow If you are a general needs Tel: 0131 444 1200 G51 2SE or amenity tenant who does Fax: 0131 444 4949 not have a warden call system, you can contact the emergency out of hours www.trustha.org.uk repairs number from 12 0131 444 1200 noon on 24 December 2014  trust_housing to 9 am on 5 January 2015, trust housing on 0333 321 6418.

1 Trust Talk Newsletter Volume 25 – Winter 2014 Development News

Handy work at Bearsden. Nairn Tenant’s on Tour “Potting Shed Bob” and a group of tenant’s at Bearsden On Monday 7th July tenant’s from have organised their very own potting shed, hard to believe Whinnieknowe, Nairn enjoyed a bus men could be so neat and tidy! Bob is very proud of the trip to Aviemore for an afternoon on work he and his fellow tenants have done at Bearsden. the Strathspey Railway, which was thoroughly enjoyed by all, especially the tasty afternoon tea.

Ravens Court 30th Anniversary Celebration On Mon 18th August Ravens Court celebrated their 30th anniversary in style, with entertainment by “Rovin Productions”, the theme being “Memories are Made of This”. Tenants sang along to hits from the 20th century by artists like Max Bygraves, Doris Day & Matt Monroe. There was a great turn out and everyone enjoyed themselves.

Card making at Airdrie Margaret and Rosemary Dornan, Jim Cumming and card maker tutor Maureen Pringle all pose for a picture. Maureen teaches card making to the tenant’s in the lounge.

Development News 2 Development News Halloween Parties! Spooky goings on at Glen Iosal Tenants at Glen Iosal held their annual Halloween party on the 31st of October, 26 tenants attended dressed for the occasion. A meal Airdrie’s Halloween visitor Syd made by of steak pie and chicken Trust Volunteer Sheena curry prepared by one of out tenants Christine Nowell was enjoyed by all. Tenants enjoyed the table fireworks and entertainment provided by trick or treaters.

Halloween happenings at East Kilbride

Mary McKay from Airdrie dooking for apples

Rosemary Dornan from Airdrie dooking for apples

Calton tenant’s having a terrifying time!

3 Development News week - but she insists on still doing her own Friends Elsie and Ina washing. both celebrate their David, 67, said: “She’s as sharp as anything - she runs rings around us. She uses a stick 100th birthday but besides that she’s very healthy and Elsie Wilson and Ina Anderson were independent. surrounded by friends at Pollokshaws as they both hit a century. “It was wonderful to get all The two ladies said they were delighted to the family together for her have made the milestone - but each put their birthday. We tried to keep it a longevity down to very different secrets. secret for as long as possible For Elsie her top tip for a long life is porridge, while Ina swears by “good living and being a but she found out about the Methodist.” party and was really looking Though her pals piped up: “She likes a wee half.” forward to it.” Elsie, originally from Kinning Park, has lived in Glasgow all her life and her daughter, Elspeth Anita Lowing, supported housing co-ordinator McDowall, said she was hugely popular in her said: “We were delighted to be part of the local chippie. 100th birthday celebrations for Elsie and Ina. Elspeth, 58, said: “She worked in an Italian- “It’s great to see them enjoying themselves owned fish and chip shop and she was really with their friends. popular with all the customers. I think she had “This is very special for us as it’s the first a good time there.” time we’ve had two people mark their 100th “My mum is still really independent and lively. birthdays at the same time. It’s great to see her turning 100.” “They are a great pair of ladies and so sprightly Elsie, a mum-of-three, has nine grandchildren, that they put me to shame.” eight great grandchildren and one great, great grandchild. Born on May 11, 1914, she has been living at Pollokshaws for the past four years. Ina, also a mum-of-three, welcomed relatives from as far afield as Canada and America when she marked her milestone birthday for a second time with a family party on May 31. Ina grew up in Tollcross but moved to the South Side around 40 years ago and has been at Pollokshaws for the past 10 years. Ina’s husband William died in 2006, at the age of 96. Extremely independent, her son David said he has only just persuaded his mum to let him employ a cleaner for a couple of hours a

Development News 4 Development News

Croftfoots 25th era that struck a chord with everyone who attended. Delighted tenants anniversary He also entertained with celebrate their new It’s all been going on at jokes, impressions and Croftfoot of late, with some stories from his long Decking area their new coordinator Ian career in show business, On hearing that there was a Mitchell and their 25th helping many of the guests substantial amount of money in the anniversary celebration on to fondly recall some of development funds the tenant’s Thursday 9th October. their youthful dancing days. at Dunrobin Gardens, Airdrie, Trust staff were kept busy agreed to use the money to build a Jack Marshall, Director of providing guests with tea, a Decking area in the grounds. Business Services at Trust, lovely buffet and cake. gave an opening speech. After many years without a proper Jack spoke in particular, At the end of Christian’s sitting area the tenants all gathered about the regular social set, an audible groan was together for the official opening, it activities that tenants’ heard, everyone wishing was a beautiful day and 30 seats have been enjoying at he could have stayed all were laid out on the deck for the the development, such evening. But he stayed long ‘decking’ party. as coffee afternoons and enough to give everyone art and crafts classes. time for a “selfie“, or even Thanks to Sizzlers the local Jack then invited the the old fashioned custom restaurant who delivered 30 fish developments longest of an autograph! Tenants suppers, and to Coney-No-Dae- tenant, Mrs Beattie to cut continued into the evening That who provided the tubs of the cake. Mrs Beattie was reminiscing and having a Soaves Ice Cream. New events thrilled, and after some good old blether. Co-ordinator Irene Kerr and DJ’s photos, she was presented Rosemary and Margaret, with with a bouquet of flowers. The event was thoroughly volunteer Sheena, worked with staff enjoyed by all, Mrs Moffat Janette and Eileen to make the day Staff and tenants enjoyed said “Christian was as a great success. entertainment by celebrity good as ever, a great singer Christian (formerly entertainer”, and Mrs known as Chris McClure), Cairney said “the buffet who sang an array of was great, a wonderful wonderful songs, from an afternoon.”

5 Development News Julie Harvey, an artist for Silver Deal Active, Ruchazie tenants uses various art and painting techniques and links them to Glasgow history and reminiscence showcase their therapy. Julie said ‘every project has a theme and the main theme this year was the arts skills  Commonwealth Games.’

Tenants at Ruchazie have shown how Delia McLean said: ‘I have always loved art and creative they are as part of the Silver Deal like the different techniques used, I’ve attended Active programme. The programme is a the art sessions since they started four years joint partnership between Glasgow Housing ago and I plan to continue as long as it goes on.’ Association and Glasgow Life, that provides coach led physical activity and arts sessions Maureen McCann has been attending for two for older adults. years and said: ‘I initially joined up as it was something different in the development, I had no Delia McLean, Betty McGill and Maureen real interest in arts and crafts before, but now I McCann have been attending the classes every really enjoy it.’ Tuesday morning at the Ruchazie development. The talented ladies have created artwork to Betty McGill thoroughly enjoys the sessions commemorate the Glasgow Commonwealth and said: ‘My sister can see how much I love Games, as well as various other pieces, over the sessions and commented on how the small the past four years. Their artwork has been group works really well and all help each other displayed at the Castlemilk Sports Centre and to interact and participate.’ the Donald Dewar Centre.

Small but perfectly formed Karen, June and Annie, tenants at Farr Crescent, Helmsdale, meet every Thursday morning in the lounge to knit squares which are to be sewn together to make blankets, to be donated to Blythswood Care, a charitable organisation which gives aid to those in need. The ladies come across the car park from their homes to the communal block in all weathers to participate and enjoy a cup of tea/coffee and a wee chat.

Development News 6 Development News

to look like and say. The Unveiling Plaque reads “Dedicated to tenants, past and present” the Plaque it has scrolling around the During a tenants coffee edge, and has a carved afternoon, chatting away, Trust logo in the centre. tenants at Dowanhill started to reminisce about On the 20th August, past tenants. So many Tenant Mr Iain MacKinnon tenants/friends have come and local MP Anne and gone, and sometimes McKeachin, unveiled the so quickly you can’t wish Commemorative Plaque. them well or say goodbye. Mr MacKinnon spoke of a So they had a think about happy 18 years at Crown how best to remember Terrace, and of the tenants, others who had moved friends and staff, he has on, or may move on in known in that time. Anne the future. The Tenants McKeachin spoke of the came up with the idea of a changes she has seen at commemorative plaque. the development, since her last visit, and was All the tenants were impressed with the work asked if they would the tenants have done. be happy to use RTO funds to commission a Following the unveiling remembrance plaque. there was tea, coffee, Everyone thought it was a cake and chat. The great idea. Alasdair Watson tenants spoke about how from The Galgael Trust in happy they were with the Govan, came to visit the workmanship of the plaque, Tenants. They had a good and they are delighted with chat with Alasdair, and how the Plaque looks. A gave him an idea of what nice end to the afternoon. they wanted the plaque

Commonwealth Games at Calton Calton tenant’s, Supported Housing Worker Rueben and Tulip the dog in the tenant’s lounge for the closing ceremony of the Commonwealth Games.

7 Development News ArtStart

Tenant's at Thornliebank have been taking part in Artstart and showing how creative they are.

Aprons Donned!

Tackling the paint wheel

And now the masterpieces!

Development News 8 From Our Tenants

International Peace Day On International Peace Day, September 21st people took part in observing one minutes silence all across the globe as an expression of our wish for peace. They gathered around the nearest peace pole. Here is a group of tenants in Downhill who placed our mini peace pole with a tree adorned with our wishes in our front garden. Mary McInally

9 From Our Tenants A ‘purrfect’ tenant in flat 22, Lewis Street While the cupboard door was being repaired our tenant’s cat decided this was the place for her! Caroline Waddell, Stornoway

From Our Tenants 10 Fundraising

Matheson Road coffee morning Tenants, Staff, Families and Friends came together at Matheson Road in Stornoway for the Macmillan Worlds Biggest Coffee Morning. It was a very successful event, with £401 raised. In the photo Tenants are presenting the cheque to Macmillan Local Area Representatives.

Ronald McDonald Children’s Home The Airdrie development raised £150 for Ronald McDonald children’s home by having raffles and bingo nights. The charity is supported by the local B&Q who come to the development every week to hold craft classes. Rosemary Dornan, Jenny Erskine and Jim Cumming have already made a tool box with the help of John and Elaine from B&Q. Raven’s Court, As well as this tenants, staff and the Motherwell local community have all helped to raise £290.00 with the Ice Bucket Staff, tenants and their friend’s and family all Challenge, Pie and Peas Lunch and a helped to raise an amazing £600 recently with Soup Lunch. Community spirit at it’s a table top sale of home baking, toys and very best. books. Two representatives from Mary’s Meals came along to the development and did a short talk about the charity work that they do. The Motherwell Times came to take a picture of the cheque being presented, and a piece was put in the local paper. Everyone had a great day and was so pleased the money raised was going to such a worthwhile cause.

11 Fundraising WW1 Event at Portree Portree remembered the brave with a soup and sandwich lunch to raise funds for the Erskine Veterans; they raised £80 for the charity.

Callander Coffee Morning North Church Street, Callander, recently enjoyed their Macmillan Coffee Morning. The day was a fantastic success with support from tenants, friends, family members and staff. Mr Paterson and Mrs Park, both retired chefs, donned their aprons for some delicious home baking. Everyone dug deep and gave generously; the result was an impressive £145 total.

Fundraising 12 Starters & Leavers

The Customer Panel made a suggestion that it may be useful for you to know who has started and left Trust recently, so here are the starters and leavers over the past wee while, this does not include staff from the Trust Staff Agency.

Starters Katarzyna Grzelachowska Housing Care Worker Livingston Mary Shanley PA To Chief Executive Administration Louise Rutherford Supported Housing Worker Kinghorn Sandra Creamer Domestic Edinburgh Corstorphine Alison Bonar Domestic Domestic Bowmore Claire Casey Catering Assistant Cook Pollock Brenda Stevenson Domestic Cleaner Tillicoultry Samuel Jones Cook Cook Loanhead Lorna Turnbull Stand In Retirement Coordinator Gowan Park - Retirement Laurens Bonny Corporate Services Assistant Admin Corp Services Fern Sulley Retirement Housing Coordinator Gowan Park - Retirement Fiona Cameron Supported Housing Worker Dunfermline Danielle Doogan Catering Assistant Galashiels Carol Kerr Supported Housing Worker Newton Stewart Rona Poulton Domestic Kinghorn David Paterson Housing Care Worker Livingston Martin Gibson Housing Care Worker Alloa West Lodge Gardens Anna Hill Housing Care Worker Alloa West Lodge Gardens Linzi Boyle Housing Care Worker Alloa West Lodge Gardens Walter Hoggan Housing Care Worker Alloa West Lodge Gardens Hazel Splain Ast Retirement Housing Manager Retirement - Gowan Park George Stewart Maintenance/Gardener Retirement - Gowan Park Hazel Miller Housing Care Worker Galashiels Bethany Palfrey Corporate Services Trainee Administration Gerard O'Hare Stand In Coordinator Edinburgh Stockbridge Laura Fisher Housing Care Worker Alloa West Lodge Gardens

Leavers Linda Hamilton PA To Chief Executive Administration Eileen Reid Housing Care Worker Loanhead Margaret Craig Supported Housing Worker Glasgow Govan Laura Knowles Corporate Services Assistant Administration Gary Coventry Finance Officer Finance Services Ann Dawe Housing Care Worker Loanhead Ruby Latif Administrative Assistant Equal Opportunities

13 Starters & Leavers Leavers (continued) Sue Smith Supported Housing Worker Kinghorn Ian Murray Rent Assistant Finance Services Hannah George Corporate Services Assistant Administration Mary Young Housing & Property Admin Asst Admin Arran Julie Squirrell P/T Clerical Asst Admin Arran Sheridan Waldon Housing & Property Admin Asst Admin Arran Annette MacKay Stand In Coordinator Stornoway Lewis St Wilma Drake Supp Housing Assess Officer Admin Housing Services Patricia Ramage Domestic Domestic Corstorphine Gary Downie Supp Housing Assess Officer Admin Housing Services Linzi Boyle Housing Care Worker West Lodge Gardens Frances Murray Supported Housing Worker SHW Govan Elder St Elizabeth MacGillivray Supported Housing Worker SHW Inverness Mary Grainger Supported Housing Worker Kinghorn Nadia Riddell Corporate Services Assistant Administration Maureen Afaty Sheltered Housing Co-Ordinator Glasgow Croftfoot Marie Cannon Supported Housing Worker Glasgow Govan George Veryan Director Of Customer Services Housing Services East George Stewart Maintenance/Gardener Retirement - Gowan Park Aileen Haggerty Housing Care Worker (Nights) Alloa West Lodge Gardens Irene Akbari Supported Housing Worker Glasgow Govan Caroline McNee Warden Ruchazie Kathleen Weir Warden Ruchazie Patrick Goodlet IT Manager IT Laura Sandilands Corporate Srvs Team Leader Administration Tammi Carberry Catering Assistant Alloa West Lodge Gardens James Rodgers Handyperson Darvel Charles Vesco Handyperson Edinburgh Bingham Anthony Gilmour Handyperson Glenluce Robin White Handyperson Housing Services West Anne Campbell Supported Housing Worker Stornoway Matheson Road Marjorie Rodger Floating Support Domestic Newton Stewart Callum Kay Tenant Support Worker Dunfermline Ann Haig Supported Housing Worker Hamilton Kathleen Kane Supported Housing Worker Motherwell Mission Place Donald Smith Stand In Coordinator Stornoway Lewis Street Stephen Gethin Stand In Coordinator Old Kilpatrick Kenny Nicholson Director of HR and Corporate Services Administration

Starters & Leavers 14 Case Studies

“I could not have I have now made lots of new realised how my We would like friends, and although I’m not on the life would have you to meet… Registered Tenants Group, Tree Tops, changed for I like to help with the setting out of the the better, with Gordon Miller lounge and other things that support new friends, ‘Hi, my name is Gordon Miller and I the Tree Tops Group. They always supportive staff moved in to Whinnieknow Gardens, seem to find things for me to do. and a lovely flat, Nairn in February 2014. Unfortunately I have one particular friend who is on I’m so happy my marriage had broken up and this the Tree Tops Group and it’s so nice and contented.” was a very difficult time for me. I used to be involved in an unofficial way. I to live in Inverness and really didn’t also have another friend I like to play want to move away, as I have so dominos with in the lounge and we many friends there. However when also share our Sunday Roast Dinner. the flat at Nairn came up I took it Because I still have my car and like to to get a place to stay. I wasn’t very drive, I often take some tenants who happy to start with as I really wanted do not have a car to the town to do to be in Inverness, however, the shopping or to hospital appointments. Coordinator Kylie helped me to settle in. Kylie was very helpful with filling When I first moved in to Whinnieknow out all the forms and there were loads Gardens I could not have realised of them! Kylie was also so supportive how my life would have changed in not only helping me to settle in, but for the better, with new friends, to come to terms with this move. supportive staff and a lovely flat, I’m so happy and contented.’ I now feel this was a great move and that this will be my home for the rest Gordon Miller of my life, unless I win the Lottery then I may consider a move! I have some hobbies and they have come in handy at the development. I like to collect crystal and this gives me a lot of pleasure. I like to bake and now make the muffins for our Thursday Coffee Afternoon; I also make the trifles for the monthly lunch club. But one of my favourite hobbies is the garden, I have spent a lot of time and money on making my little area outside my flat nice, not only for me but for all the tenants.

15 Case Studies When I moved to Abbeyhill I was not used to asking questions and was encouraged by other tenants about how to question service delivery. I had not disclosed that I was gay as I was not sure how other residents would react. I became ‘de-gay’ for a while which was difficult. I used to hide my sexuality prior to the Equality (LGBT) legislation and after moving into Abbeyhill, I felt I had to go through it again. I was cautious as I wanted to be accepted. I feared that other older residents would not accept me. I came out about my sexuality after a year, I feel accepted. I was invited to join the RTO (Registered Tenant Organisation) and have been nominated and elected chair. The committee is We would like good and works hard. you to meet… The staff, accommodation and services are very good. My flat is perfect and has a beautiful view. John Hughes Now I am pleased to see photos of different ‘I moved to the Abbeyhill development in groups and backgrounds in the newsletters. Edinburgh around three years ago from I strongly believe that we need to continue private rented accommodation in Leith. I was to promote equality and to campaign against diagnosed with Parkinson’s condition and discrimination. I am pleased that Trust is needed appropriate housing with some support embracing equality. for my needs. We must learn to recognise that people can be In the early years I lived on a farm and used to different and we must accept and celebrate the breed horses. It was a very different lifestyle. differences.’ John Hughes

Equality, Diversity & Inclusion (EDI) Programme Trust Housing Association is promoting a culture that embraces inclusiveness and upholds the principles of diversity at all times. In delivering inclusive services to our tenants, we are showcasing some examples that highlight our tenants feel included and equally enjoy a good quality of life, irrespective of their background, race, disability or sexual orientation.

Case Studies 16 Board Visits

Mission Place Board Visit Board member Doreen Inskip visited Mission Place on 5th September 2014. This was Doreen’s first visit to Mission Place, everyone enjoyed the informal coffee morning and the time that Doreen took to get to know staff and tenants.

Remember: If you live in an amenity development you can go to a nearby staffed development when Board members are scheduled to visit. Contact a member of staff for more information.

17 Board Visits Tenant Participation Meet & Greet Braidbar Court, Giffnock changed from Sheltered When recruiting Trust is legally obliged to ensure Housing to Retirement Housing on 13th October, that the process is fair and impartial so that following a service review by East Renfrewshire when posts are advertised all candidates who Council earlier in the year. apply will be considered equally and fairly. The As part of the service change a new role of Meet & Greet aspect of recruitment is important Retirement Housing Coordinator was created and taken into account with other factors, but and the recruitment process began, which officers responsible for recruitment need to included inviting tenants to take part in a Meet ensure that Trust’s recruitment and selection & Greet. Meet & Greet’s started a few years policy is followed and overall the person ago in Trust and have taken place at many appointed meets the criteria for the post and developments for key staff vacancies such as proves themselves to be the best candidate Coordinators, Housing Care Managers or Senior for the job, throughout all aspects of the Housing Care Workers. recruitment process. Several interested tenants at Braidbar Court took part in the Meet & Greet training and Betty Smith and Ian Menzies helped on the day showing all candidates around the development, asking them pre-agreed questions and giving their feedback on how each candidate interacted with them. Both Betty and Ian said that they found the experience interesting and enjoyable.

Tenant Participation 18 Tenant Participation Meet the Customer Panel Hopefully you have already heard of our newly established Customer Panel, but in case you haven’t, here’s a recap on what the Panel does and what they’re working on at the moment. The Customer Panel was formed earlier on in the year and provides a fantastic opportunity for our tenant’s to influence and shape the services they receive. At this year’s Tenants’ Conference we gathered your views on what the Customer Panel should cover and these are the topics that will be on the agenda, either now or in the future. The current focus is how Trust lets houses, (the allocations process) by looking at every aspect of the process and making suggestions on how this can be improved. These recommendations will be presented directly to the Board of Management. The Customer Panel is supported by Trust staff member Amanda Christie, as well as Sharon Donoghue, from the Tenant Information Service (TIS). With the help of Trust and TIS the Panel aspires to influence services and make a real difference.

Who’s on the panel? We would like to introduce you to our panel members, from left to right: Back row, John Hughes, Lynda Fisher, John Anderson, Anne McPherson. Front row – Mary McInally, Christine Chatham and Anne Hood. Not in picture – Nan Atkinson. If you would like more information please contact Amanda Christie on: 0131 444 4995.

19 Tenant Participation Having say your

Sheila Hook, Service Manager, recently held an independent Having you Say session at East Calder. Joan Stryke won the lucky voting slip raffle; she is seen here being presented with her prize by Sandra Rafferty, coordinator at East Calder.

Customer Demand Research As such, we are jointly carrying out research – partly funded by the Scottish Federation of Trust is currently undertaking some very Housing Associations and the Scottish Housing important research in partnership with Bield and Best Value Network - over the next 4 months Hanover (Scotland) Housing Associations - the or so that will help us better understand current three organisations are the largest providers and future needs and expectations. As part of housing, care and support services to of this process we will be seeking opinions older people across Scotland, with just over and insights from a variety of people including 11,000 homes collectively. The population of you, our tenants. A company called Research older people in Scotland is projected to grow Resource are carrying out a short phone significantly over the next twenty years or so survey on our behalf and will be speaking to with the oldest age group expected to grow approximately 200 tenants over December and faster than the rest of the population. January (you will have recently received a letter from Trust about the research and giving you The fact that people are living longer is to the option to opt-out. If you responded by the be celebrated as is the very positive role deadline you will not be contacted). older people play in society, the challenge for the three associations is to make sure the We expect to feedback the results from this homes and services we offer meet needs and research to you in the summer of 2015. expectations today and into the future. Thanks in advance for your assistance with this very important piece of research.

Tenant Participation 20 Care Inspectorate

How are we National Care performing? Standards Review: Two of our branches were inspected since your last Newsletter. many thanks for your In one we were awarded one 3 (which means adequate) and five 4’s (which comments. means good). The inspector thought we continued to use a range of methods to hear Huge thanks to the tenants who provided their the views of the tenants, but that we comments for the Scottish Government’s consultation should improve on record keeping on the National Care Standards. and the range of activities available. Your comments were added to Trusts’ comments We are well on our way to improving and submitted to the Scottish Government. in these areas and will continue to work on this. You were keen to see that the new standards: We expect to get the draft report for the second branch soon, but we • Are simple know we have been given grades of • Use clear and easy to understand language, 5 (which means very good). with good visuals where possible. • Are brief and to the point. • Adopt a human rights approach.

We have been told that we may have overarching standards (based on Human rights) that would apply to all services, then general standards, and then specific suites of standards that would apply in certain circumstances - such as Nutrition for older people or supporting people who use medication.

What happens next? We expect to see the results of the consultation in December 2014 and we are being told the overarching standards will be in place by April 2015. Thank you and well done to all of the tenants and staff who took part.

21 Care Inspectorate TEL

Age Scotland is dedicated to enabling Age Scotland and everyone to make the most of later life, recognising that ageing is not an illness, but Silverline Scotland that it can be challenging at times. This can sign up to HTT include loneliness and isolation, which can be magnified if someone has little or no English. Age Scotland and Silverline Scotland have The Silver Line is the only free confidential become the latest organisation to demonstrate helpline providing information, friendship and that they are ‘Happy to Translate’ and become advice to older people, open 24 hours a day, members of the HTT initiative. This means that every day of the year. they are now able to provide practical solutions to service users who have little or no English. Chief Executive, Brian Sloan said: Members are trained to use HTT tools that “We are extremely pleased to be part of enable staff to identify a person’s language this unique and essential initiative that and access interpretation or translation allows us to demonstrate our commitment services where necessary to ensure effective to all older people living in Scotland. HTT communication takes place. Members commit helps us to support older people who to ensuring that their organisation’s material is accessible to the widest possible audience. have difficulty communicating in English; Members display the recognisable HTT logo on ensuring language is not a barrier to their premises, website and documentation to accessing our services. signal to those with little or no English that their language needs will be met.

TEL 22 Arran Pages

Arran Allocations Policy Review Following the previous edition of Trust Talk in August and the move of the administrative functions, including allocations, to Edinburgh, we are now due to review the Isle of Arran Allocations Policy and would like to invite tenant comments on the proposed areas of change detailed below, as well as providing an opportunity for tenants to raise any other issues. During the review process all tenant consultation feedback will be used to constructively assist in the reviewing of the policy to ensure this meets the needs of our tenants and applicants on the island, while also reflecting the required legislative changes. A final draft will then be taken to the Trust Board for approval in February 2015.

Following recent legislative changes a number of areas within the policy will require updating, a summary of the proposed changes for consultation include:

23 Arran Pages • The Isle of Arran allocation performance and • Where the Association is proposing to offer policy are now monitored and approved by a tenancy, in accordance with the allocations the Trust Housing Board policy, to a member of the Trust Board or a Trust staff member, or to a member of • Currently applicant’s health and mobility their immediate family, this must be jointly needs and points are awarded to applicants approved by two representatives of the Trust for Sheltered and Amenity properties and the Board. The decision must be reported to the policy states that general needs applicants next Board meeting. are required to submit a separate confidential medical application for an independent • Currently the policy allows the following medical assessment to be carried out by the bedroom number when considering the Community Medical Officer. This was the required property size with one bedroom practice until 2010 when the process was provided for: adapted, the revised policy will continue to • each single and couple adult provide applicant’s for our Sheltered and Amenity properties with points for health • any other person to be housed aged 10 and mobility needs via the application years or over pointing system to ensure housing in these • two children under 10 services remains based on support needs • any other child. as well as housing need. However, the policy The above rules allow a more generous should be adapted to reflect that general provision for the number of bedrooms required needs applicant’s are no longer required to within the home when compared with the complete the medical application as points current matching rules used to calculate will no longer be awarded in this area. It is Housing Benefit. While this could allow a family pivotal that general needs housing stocks to benefit from a larger home with Trust it is continues to be allocated based on housing important to note that this may also impact need and not support as this is not part of negatively on the amount of housing benefit the general needs service. The Association paid or impact on eligibility of an applicant for must ensure the best use of the housing Housing Benefit. stock to meet the need for housing on the island by considering an applicants housing It is important that we consider the implications needs as well as family composition/ of this and to ensure accurate information is property size required when allocating a provided to applicants when offering a property. general needs tenancy. Consideration should be given to Trust adopting the matching rules as required by Housing • Assessments for all applications have Benefit to reduce potential tenant impact historically been completed as home visits to and miscommunication, the current housing applicants on the island and this will continue benefit rule for consideration would provide one to be the primary method of completion. bedroom for: However, where appropriate the Association • each adult couple would consider completing telephone assessments to ensure we are able to • each other person over 16 allocate our properties without delay to • two children of the same sex under 16 applicants in the most efficient and effective • two children under 10, regardless of their sex way and to ensure customer satisfaction is • any other child maintained.

Arran Pages 24 Arran pages

A summary of the main changes 3. Taking Property Ownership into Account that will need to be taken into The Act allows landlords to take property consideration, due to the legislative ownership into account when deciding on an applicant’s priority for housing, but owning a changes suggested and in some house that is unsuitable for the owner’s needs cases required by the Housing should not preclude them from an allocation. (Scotland) Act 2014 include: Landlords will be able to offer a short Scottish Secure Tenancy pending the sale of the house.

1. Duty to Consult on Allocations Policies 4. Suspensions from waiting lists The Act places a duty on landlords to consult The Act allows landlords to put in place a with tenants, applicants and tenants groups minimum period of time before applicants with a on any proposed changes to their rules on history of antisocial behaviour will be considered allocations. for the allocation of housing. Reasons for suspension include: 2. Replacement of Reasonable • Past antisocial behaviour in the vicinity of Preference Categories the house The reasonable preference categories were • Harassment of others introduced as far back as 1966 and are • Antisocial behaviour towards a social currently: landlord’s employees when applying for • Living below the tolerable standard housing • Overcrowding • Using a house for immoral or illegal purposes or offences punishable by imprisonment that • Large families were committed in the vicinity of the house • Unsatisfactory housing conditions • An order for recovery of possession, • Homelessness anywhere in the United Kingdom These are replaced by a combination of • Repossession of an abandoned tenancy in statutory (national) categories and locally agreed Scotland categories. The Act introduces three categories • Repossession of a tenancy in Scotland on of persons to whom reasonable preference must grounds of damage to the property be given by social landlords: • Rent arrears above a certain level • Persons who are homeless or threatened • Deliberately providing false information as with homelessness and who have unmet part of a housing application housing needs • Refusal of offers of housing, where the • Persons living in unsatisfactory housing landlord considers the refusal to be conditions and who have unmet housing unreasonable. needs • Existing tenants of a social landlord who the landlord considers to be under occupying.

25 Arran Pages The Act introduces a new right for applicants to appeal a landlord’s decision to suspend them from the allocation of social housing to the sheriff court. A copy of the current Isle of Arran Homes Allocations Policy can be requested by contacting the Allocations Team, Trust Housing Association, 12 New Mart Road, Edinburgh, EH14 1RL, by telephone on 0131 444 1200 or by email at [email protected] . All comments received will be taken into consideration during the drafting process of the updated policy prior to this being approved by the Trust Board.

All comments must be received no later than Friday 9th January 2015 to ensure these can be considered.

Arran Pages 26 Health, Safety & Wellbeing

So remember some simple tips to stay safe Winter Weather Tips from slips and falls this winter: The Ready for Winter campaign urges • Winter Safety is all our own responsibility. everyone in Scotland to take an hour to get ready for winter and all kinds of severe • Ensure that you have well stocked weather. supplies of food and medicines. We can’t be sure what weather Scotland • Have key contact numbers for assistance will see over the winter period right now. available. But the campaign reminds people that severe • During periods of severe snow or frost, weather can strike at any time so taking contact your Co-ordinator who will action now will serve you well in winter, arrange for the council / contractor or and all year round. handyman to grit or unblock key paths In the last few years, we’ve seen it all - snow, / routes where practical, depending floods and strong winds. And it doesn’t take upon the severity of conditions, this may much for it to impact on our daily lives. Like take some time depending upon the getting stuck indoors for a few days, or losing conditions. your phone communication, power or water • If we have prolonged periods of severe supply. weather, in these circumstances you are Severe weather can cause a range of strongly advised to remain indoors and to problems - but you can be ready for them. contact the Co-Ordinator - or where this Just one hour can make a big difference, and is not possible - the Careline / Warden call you’ll be glad you made the effort. By doing a control centre for any emergencies – by few small things now, you can save yourself a activating your alarm cord / pendant. lot of trouble later on. • Please plan ahead and arrange with Our agreed approach going forward is a family or friends to arrange for food or practical approach based on “common medicine to be delivered, but it’s better to sense” and following the advice from AGE plan ahead and have stocks of essential Scotland, and the Scottish Government’s, medicines or food in your home. Ready Scotland website.

27 Health,Home Safety Angels & Wellbeing Stay Safe from Fire CANDLES • Extinguish all candles before you go to bed. this Christmas In particular, never leave a burning candle in a bedroom. Christmas is a very special time of celebration but statistics have shown that it can also be one • Keep candles, matches and cigarette of the most dangerous because of the extra lighters out of reach of children and hazards that are present at this time of year. never place lit candles where they can be knocked over by children or household The following advice should help ensure that pets. you and your family can enjoy a safe and happy festive season. • Always put candles on a heat resistant surface/ holder. Be especially careful Fact. House fires and casualties increase during with night lights and tea winter, with a high risk over the festive period. lights, which can get hot enough to melt plastic or FESTIVE SAFETY TIPS ignite combustible Christmas • Christmas cards or decorations can burn decorations. easily – don’t place them near lights, • Position candles away from heaters or a naked flame such as candles. objects that may catch fire, • Check your Christmas light plugs are like Christmas trees, greeting fitted with the correct fuse, don’t overload cards, ribbons and other extension leads and ensure all electrical decorations. devices are Intertek BEAB approved. • Never move lit candles. • Always switch Christmas lights off and • Always use a candle snuffer or unplug them before you go to bed. a spoon to extinguish candles • Never leave cooking unattended, especially or tea lights. when using hot oil. • Take time to check on elderly relatives and Fire Prevention – When Celebrating neighbours this Christmas as they are at greater risk from fire, particularly if they ALCOHOL suffer from ill health or disability. • Consuming even a moderate amount of alcohol can greatly increase the risk of fire FAIRY LIGHTS AND DECORATIONS and fire injury. • Check fairy lights are in good working order • If you’re tired, have been drinking, or are and replace any bulbs that have blown. on medication, you will be less alert to the • Make sure the fuse in the plug is the signs of fire. correct rating. • You are less likely to wake up if a fire does • If you need to plug more than one start, particularly if you don’t have working appliance into an electrical socket use a smoke or heat alarms in your home. multi-socket adaptor which is fitted with a • If fire does break out alcohol or drugs can fuse and has surge protection. heighten feelings of disorientation, making it difficult for you to escape.

Health,Home Safety Angels & Wellbeing 28 Health, Safety & Wellbeing

SMOKING Fire Prevention – General • Smoking is the main cause of death from USING ELECTRIC BLANKETS fire in the home. If anyone is smoking in your home provide a sufficient number of • Never leave an electric blanket switched ashtrays. on when you’re in bed unless it’s marked ‘suitable for all night use’. • You are more likely to lose your life in a fire if you drink and smoke. • Ensure your electric blanket is tested and serviced in accordance with manufacturer’s • In many fires started by cigarettes, people guidance, in particular after the guarantee have also been drinking and are sleepy. runs out. Manufacturers often recommend • Never smoke in bed. testing blankets every 3 years. • Don’t smoke in your chair if you’ve been • Check the blanket, plug and flex regularly drinking or you’re feeling tired. If you do feel for damage (e.g. fraying fabric, scorch tired smoke outside or stand up and smoke marks, exposed wires). If you’re in any at a window or outside door. doubt, don’t use the blanket. • Stub out cigarettes properly – make sure • Store electric blankets safely – roll them, there’s no smoke. don’t fold them.

• Pour water on cigar and cigarette ends USING PLUG IN AIR FRESHENERS before putting in a bin. • Always read carefully the manufacturer COOKING instructions. • Cooking and alcohol can be a recipe for • Do not allow the oil to burn low or burn out. disaster. • Check for scorch marks, burning smells or • If you have been drinking alcohol or taking anything that could indicate fault. Dispose drugs, don’t cook. of immediately. • Leaving cooking unattended or being • Do not place near clothing or combustible distracted while cooking is the most materials. frequent cause of fire in the home. Never cook hot food while under the influence of BEDTIME CHECK alcohol or drugs. • Close inside doors at night to stop fire from spreading TAKING CARE OF GUESTS OR VISITORS • Turn off and unplug appliances unless its • Ensure that exit door keys are kept readily fridge/freezer. available and/or exit doors can be opened from the inside in the event of fire or • Check your cooker is off. emergency. • Switch Christmas lights off and unplug • Take care of older people, children and them before you go to bed. those who may find it difficult to react • Extinguish all candles and cigarettes. quickly and safely if there is a fire. • Make sure exits are kept clear. • Make sure your family and/or visitors know • Keep door and window keys accessible. what action to take in the event of fire or actuation of smoke/heat alarms

29 Health, Safety & Wellbeing News & Information

Anti-Social What is anti-social behaviour? The law defines antisocial behaviour as Behaviour “any conduct causing or likely to cause alarm, distress, nuisance or annoyance to Anti-social behaviour can have a significant any person or causing damage to anyone’s impact on tenants and residents lives and will property”. not be tolerated by Trust. We have recently reviewed our anti-social behaviour Policy What does the Tenancy Agreement Say? and Procedure and we consulted with some Registered Tenants’ Organisations and Section 3 of the Tenancy Agreement, Respect tenants at recent focus groups meetings on for Others and in particular section 3.1 states the changes we made. We are confident that a tenant, those living with them and their we have clear procedures in place to tackle visitors must not pursue a course of anti- anti-social behaviour quickly and sensitively social conduct against any person in the so that it does not escalate and we will take neighbourhood. Tenants should be aware the necessary action to deal with anti-social such people include residents, visitors, our behaviour where it continues. We will also employees, agents and contractors and those work with other agencies to resolve issues in your house. and provide support to tenants and staff where they are impacted by this type of Therefore, if a tenant, those living with them or behaviour. their visitors causes alarm, distress, nuisance or annoyance to any of the above people and Trust feels strongly that tenants and residents it is corroborated then this is a breach of the should have the right to peaceful enjoyment of tenancy conditions and depending on the their homes and the community in which they severity of the conduct action will be taken live. They should be able to feel safe in their against a tenant’s tenancy as set out in Trust’s homes and respect and enjoy the environment Anti-Social Behaviour Procedure. of their housing estate; and should not cause a disturbance which would prevent other residents from peacefully enjoying their homes.

Trust also feels strongly that their staff should not be subjected to any level of anti-social behaviour in the workplace whether this is face to face, in writing or over the phone.

NewsHome & Information Angels 30 News & Information

What are some of the Remedies available Anti-Social Behaviour against Staff in Tackling Anti-Social Behaviour? More recently we have recorded an increase There are a number of legal and non legal in the number of anti-social behaviour remedies available and we will in most cases incidents against staff. Trust is committed to opt for a non legal remedy first. These include: ensuring the safety of our staff and we aim to ensure a safe workplace for staff at all times. • Verbal and Written Warnings We will provide appropriate training to help • Acceptable Behaviour Contract staff to cope with difficult situations and keep • Mediation and Support staff up-to-date with current best practice and legislation. We will not tolerate abuse against • Transfer to Alternative Accommodation our staff or contractors, whether physical or We will commence legal action against a verbal and will take appropriate action against tenancy when the anti-social behaviour is tenants or members of the public who are extreme or if all non legal remedies have abusive, as set out in our anti-social behaviour been exhausted. Examples of legal remedies procedure. Staff are encouraged to report any include: incidences of anti-social behaviour to their line manager which will be investigated and • Recovery of a Tenant’s Home appropriate action taken. • Anti-Social Behaviour Order We accept that we can all get frustrated from • Conversion to a Short Scottish Secure time to time and we may not like the answer Tenancy we are being given; however, it is important to remember that the staff member delivering Tenants should be aware that taking legal the news may just be the messenger or they action is a last resort for Trust but will be taken may simply be following 1 of Trust’s policies or if all other measures fail in order to deal with procedures. the anti-social behaviour and the impact it is having on other tenants or residents. If you feel upset or uptight about a matter sometimes it is better to wait until you have calmed down and then speak with staff. Staff are always happy to assist and reassure tenants and family members when they can.

If you are impacted at all by anti-social behaviour or you know of a tenant or resident who is then please report this to your coordinator or your Service Manager who will be pleased to assist this further.

31 News & Information from Coordinators. The shifts will be filled Cover Provision at by staff who are registered with the agency and have agreed to cover at specific Staffed Developments developments. The agency also takes the lead We have received a number of questions in the recruitment of bank staff. recently from tenants about the provision How is Cover Arranged? of staff cover at developments when their coordinator is on leave, off due to ill health When your Coordinator is going on annual or is attending training. Tenants have been leave or going to training they will liaise with asking via Focus Groups and at the Customer staff at the development to arrange cover. If Panel what cover should be provided and they are unable to arrange this with staff at how we keep them informed of any changes. the development, then the Trust staff agency is contacted to arrange for a bank member of We thought it would be helpful to try and staff to cover or for a mobile to cover. answer the questions you have raised with us and to let you know we will also be consulting Will the Full Shift be Covered? with focus groups early next year to get tenants’ views on the level of staff cover at We would always want to try to cover the developments when Coordinators are not at full shift. work for a short period of time. What Happens When the Full Shift Cannot Should cover be provided when my be Covered? Coordinator is on leave or off sick? We will always ensure wherever possible Yes, cover should normally be provided when that the period of absence is covered, your Coordinator is on leave, during periods of but sometimes this is not possible for a ill health and when they are at training. number of reasons. These include, the cover being requested at short notice, mobile Who will cover? coordinators are already covering at a number of developments and there are no bank staff Cover will be provided by a member of staff registered to cover at the development. at your development, a mobile Coordinator, a Trust bank member of staff or on a rare If the full shift cannot be covered then the occasion an external agency worker may Trust staff agency will liaise with the Service provide cover. Manager to discuss reduced cover for the period of absence. This may mean a half day A mobile Coordinator is just like your cover or cover 3 days out of 5. Coordinator however they provide cover at any development when none of the usual staff Please note that at Sheltered developments are available. Mobile Coordinators work 35 and Retirement Housing the development can hours and their hours can be worked over 7 be left without cover for 2 days. However, we days. The Mobile Coordinators have the same would stress we would not normally do this knowledge and skills as any member of staff and we will always try and provide some cover at your development. even if it is only part cover so a development is not left for this period of time with no staff. Trust has recently set up its own staff agency, called the Trust Staff Agency. The In addition, we would normally ensure that you agency is responsible for arranging cover at have cover on a Friday and a Monday. developments when requests are received

NewsHome & Information Angels 32 News & Information

How Will I be Informed of Cover What happens when the Trust Staff Agency Arrangements at My Development? does not have staff who can cover at some developments? Where it is planned leave your Coordinator will inform you of the cover arrangements before We have identified a small number of they go on leave. This may be by way of a developments where we are finding it more notice being placed on the notice board and difficult to recruit, however we are working by the Coordinator putting a note through with the Trust Staff Agency on this and your door. focusing in on these areas to recruit more bank staff. If it is unplanned leave then the staff member who is asked to provide cover will update you What are the next steps? on cover arrangements by the same methods of communication until your Coordinator is We will be continuing to review the number of back at work. bank workers we have and where we need to recruit more. Why is Cover sometimes Changed? We will, wherever possible, try and provide full We are aware it can be very unsettling when cover however this may not be achieved until cover has to be changed and we would not we have a sufficient number of bank workers wish this either. However, this does happen for all our developments. If we cannot provide and the reason for this is other emergency full cover we will provide part cover most days requests for cover are received. When this or at a set number of days out of 5. happens we have to review the type of development that cover is requested at, the We will continue to ensure you are kept up level of care and support needs and what to date with cover arrangements at your cover is being provided at a development development. and we then prioritise where staff are asked We will consult with tenants on what their to cover. This may mean that we may have views are when full cover cannot be arranged to move a staff member to cover a shift at and what their preferred options are. For a development where care is provided and example, we would like to get your views reduce the cover at a sheltered development. when we cannot provide full cover and your What we will endeavour to do is provide preference on either having full day cover on cover for at least part of the day so inactivity a set number of days per week or part cover monitoring can be carried out and tenants can every day of the week. speak with a staff member if required. We will explore the option of inactivity We will also update tenants when cover monitoring being carried out remotely by the changes at their development. alarm receiving centre in the event we cannot provide staff cover until later in the day. Finally, should you have any queries or concerns regarding cover at your development then please do not hesitate to speak with your Coordinator or Service Manager.

33 News & Information We appreciate your patience and assistance Introducing MEARS during this handover period – however should you have any questions or queries, feel free to - our New Reactive contact your Property Officer, or the Repairs Repairs Contractor in Team on 0845 241 7792 or alternatively email [email protected]. the West About Mears Following four successful years of delivery from Mears is the leading social housing repairs our previous repairs contractor – MEARS Ltd and maintenance provider in the UK. will deliver our reactive repairs service from the They provide rapid response and planned 1st December 2014 across the following areas: maintenance services to Local Authorities and registered Social Landlords and deliver East Renfrewshire North Lanarkshire 5,000 repairs every day to a portfolio of nearly 1,000,000 homes nationwide. Renfrew South Lanarkshire What is going to happen? Glasgow East Ayrshire Mears will be taking over all repair and East Dunbartonshire South Ayrshire maintenance work for your home from the West Dunbartonshire Inverclyde 1st December 2014. This means that when someone comes to fix a problem for you they will be dressed in a Mears uniform and have Why change? photographic identification badges. As part of our drive to ensure that we’re How to report an issue or repairs receiving good value for money, we revaluate and re-tender our larger repairs contracts on a Our aim as your Landlord, is to offer safe 3 to 4 year basis. and secure homes to all our customers and ensure the developments are maintained to an This is also a process we have to follow under excellent standard. Keeping the properties in European Law. good condition is important and with Mears as What will change? our contractor, we offer a simple and efficient service that will carry out any repairs quickly Hopefully you will not notice any major and effectively without any hassle. changes to service, and our aim is to improve on the service currently being delivered. You can contact the Trust Repairs Line on 0845 241 7792 Monday - Thursday 9am to 5 There will be NO CHANGE to the existing pm and Friday 9am to 3.45pm. Or email us at process of ordering a repair, and you should [email protected] continue to follow the existing procedure in place. You can also report a repair by speaking with a member of staff at your development, using As part of any change process there will the pull cord in your home or, if these options no doubt be some teething issues as the are not available and the repair is urgent, new contractor becomes familiar with our calling our emergency out of hours number standards and our buildings. 0333 321 6418.

NewsHome & Information Angels 34 News & Information

Mears Code of Conduct • Mears staff will introduce themselves to Energy Update you, will clearly show you their ID Badge and they will be in a Mears uniform. At this year’s AGM a number of tenants • They will explain the work that they are asked staff about solar panels and if Trust there to do. had looked at installing these. Much is made in the press of the ability of these • They will behave in a polite and courteous panels to use the sun’s power to generate manner. electricity which can then be used for free • They will never smoke in or closely around within our buildings. your property. Trust is happy to confirm that we have • They will never use any of your items engaged an independent consultant to including telephone, tea, coffee etc. look at our whole stock to see what the • They will drive and park courteously at all possibilities might be technically and the times. costs of this. Trust has been given £30k by the Warm Homes Fund to carry out • When they are working in your property this study. they will use and store all their materials and equipment in a safe manner. The study has just started and is likely to • They will clear and remove all waste or conclude in late spring 2015 and following make arrangements for it to be collected. that we will feed back the results. In the meantime you may see the consultant in • They will always use dust sheets. your development or you may be asked • At the end of the job they will show you to provide access to your home. Your the work they have done and obtain your cooperation would be appreciated. signature on the job card or handheld computer. If you have any questions about this please contact Joanna Voisey on: If you are in doubt about the identity of any of the Mears staff please call 01452 638210 0131 444 4988. or alternatively Trust Housing Association on 0845 241 7792 www.mearsgroup.co.uk

35 News & Information Business Strategy & Day Centre Performance Report Closure Business Strategy 2014-19 – Bright Future It is with great sadness that on 31st October 2014 the Day Centre which Our new business strategy marks another exciting is based at Pollok closed its doors, chapter for Trust and the next five years are going to be this service has been part of Trust a period of positive change for the business – we are for over 10 years. Therefore we take changing so you don’t have to. We want to do our best to this opportunity to thank Patrick make sure that the homes and services we provide meet Head, Day Centre Manager and the your needs and expectations today and in the future. We Day Care Officers and Transport listen to what you tell us and the document gives you a Assistants/Drivers for their dedication flavour of our plans for the future. and hard work which has been very Performance Report much appreciated by all, not least by the Service Users who attended You received a copy of your ‘taster’ Performance Report the Day Centre. We wish all the staff earlier this year. The report tells you how we have every success in whatever the future performed in the financial year 2013/14 and you can holds for them, although for those compare our performance against the previous year and of you that are familiar with Patricks’ also against other housing associations. love of singing I am not sure the X You will already have received your copies of each of Factor is ready for that! these documents and had the chance to feedback to us. Your feedback is vital to us, so please continue to let us know what you think. Yours Sincerely, Bob McDougall, CEO

NewsHome & Information Angels 36 News & Information Eviction Warm Homes Evicting a tenant from their discount scheme home is always a last resort, Tenants may qualify for the warm homes discount fund, to but recently we had to carry out qualify, on 12 July 2014, all of the following apply: an eviction due to rent arrears. Unfortunately after all the help • your supplier was part of the scheme and assistance we offered, the • your name (or your partner’s) was on the bill tenant still failed to pay and this final option was necessary in the • you were getting the Guarantee Credit element of circumstance. Pension Credit (even if you get Savings Credit as well)

We also instructed Legal Action If you qualify for the discount: against a former tenant who was failing to maintain a repayment If you qualify for the discount, you will get a letter telling agreement for rent arrears. We you either: were granted Decree by the • you don’t have to apply - you’ll get the discount Court, which means we can take automatically further action which includes Wage and/or Bank Arrestments. • to apply by 30 January 2015 - the letter will tell you why and how If you are having any financial difficulties or problems please do Letters will be received by 24th December at the latest. not stop making payments and possibly risk losing your home, please contact us to discuss this – we can only help if we are aware of the situation. You can contact the Rent Team on: 0131 444 1200 or [email protected]

37 News & Information yourself. This might mean Power of that we deal directly with you on some matters, but Attorney deal with the person you Some Trust tenants choose have appointed Power of to give someone else the Attorney for some other authority to manage some matters. or all of their affairs. One of If you have already told us the ways you can arrange about a Power of Attorney this is to give someone which you have in place, Power of Attorney (POA). we will be checking what A Power of Attorney powers it contains so that can give someone else we can be sure we are authority over your financial acting in accordance with and property affairs, or your wishes. We will contact your personal welfare, or you and/or the person you sometimes both. It can give have appointed Power of that person wide general Attorney if we need any powers to act on your more information from you. behalf, or it can only give If you decide to put in place them authority to act on a new Power of Attorney, your behalf only in certain or if you want us to register limited areas. one which hasn’t previously It can be drawn up in been put into effect, speak advance only to be put to your co-ordinator. We into effect if and when you will let you know what become unable to deal with documents you need to your own affairs, or in the provide us with, and we will case of a Power of Attorney make sure we act in line relating to financial and with the arrangements you property matters, it can be have put in place. put in place with immediate You don’t need to tell us effect. about a Power of Attorney We are making some which you have drawn up changes to how we work for use only in the future so that we ensure we if you become unable to always act in accordance manage your own affairs. with the instructions you We only need to know about have given in your Power of your Power of Attorney if it is Attorney document about currently in effect and there what powers you wish to are matters about which we grant to someone else, and should be dealing with the those you wish to keep for person you have appointed.

News & Information 38 News & Information Employee Code of Conduct Trust has recently introduced a Code of Conduct for all our employees. This is required by the Scottish Housing Regulator. We have based ours on a model Code of Conduct issued by the Scottish Federation of Housing Associations (SFHA), which sets out the conduct we expect of all our employees. Employees receiving gifts from tenants or their families One aspect covered in the Code is gifts being given to employees by our tenants or their families. This issue was raised and discussed at last year’s Tenant Focus Groups and consequently with the Employee Engagement Forum. Following an employee survey and in compliance with the guidance in the SFHA model code, our Code of Conduct makes it clear that employees cannot accept gifts, gift vouchers or money from tenants or their families. The Code of Conduct states: Employees must not accept money, gift vouchers or gifts from service users or their families. Small token group gifts to staff are acceptable (for example, box of chocolates, flowers, biscuits). If tenants or their families wish to give a gift they can make a donation to the development or the development’s Registered Tenant’s Organisation, or to Trust generally via www.thebiggive.org.uk

39 News & Information Where does the money come from? Planned Our repairs and maintenance programme is fully funded through the money received from rent and service charges. Unfortunately we do Maintenance not receive any grant funding to reduce costs Programme to tenants. What type of work is covered? 2014/15 The main areas of work include day to day repairs, grounds maintenance, window - Our Investment cleaning, empty house works and cyclical work – such as painting, gutter cleaning and This year the Board of other items done on a recurring timescale. Trust Housing Association A key area where we spend money is in the Planned Maintenance and Equipment has approved property Replacement categories. This covers building items such as windows, kitchens, heating spending which is currently systems and fire alarms, which are replaced in progress, of around £5.9 once they have become beyond repair, and also to meet compliance with the Scottish million on maintaining and Housing Quality Standard. completing repairs to tenants How is Planned Maintenance homes and developments. Work identified? We have completed a stock condition survey of our properties which will allow us to establish the value and priority of works needed to our housing stock. Each year a survey is completed by the Property Officer to assess the condition of our Developments against the stock condition survey, and a works programme is identified. This will allow us to plan our works programme for the future, whilst taking into account the money available, and works required on an annual basis.

NewsHome & Information Angels 40 News & Information

What is the Planned Maintenance / What about Future Years? Equipment Replacement Programme for this Year? Our stock condition survey allows us to project when key components are scheduled This year we aim to spend the following for replacement. amounts on various Developments identified from the survey process : As part of the Spring 2015 “Trust Talk”, we will issue a 3-year projected investment programme which will list the key works • External Decoration £ 125,000 scheduled for specific developments, which will be updated on a rolling basis. • Internal Decoration £ 99,000 We will also show this on our website to allow • Window Replacement £ 400,000 tenants to view the type of replacement works identified, within their own building. • Kitchen Replacement £ 262,000 • Bathroom Replacement £ 523,000 How do I find out what’s happening in my Development? • External Doors £ 17,500 The Property Officers will be discussing this • Roof Replacement £ 108,000 year’s programme and timings during their Development visits, when they will answer any • Lift Refurbishment £ 146,000 queries. • Heating Upgrades £ 460,000 You can also contact your development • Warden Call £ 62,000 coordinator who can ask on your behalf, or contact your Property Officer directly, or any • Fire Alarms £ 60,000 other member of the Asset Management • Laundries £ 25,000 Team on 0131 444 1200.

The above works cover the larger projects within the Planned Maintenance / Equipment Replacement categories, with some of the projects being phased across two financial years. The balance of the budget is spent on Day to Day repairs, Void Properties, Grounds Maintenance, Window Cleaning etc as previously mentioned.

41 News & Information Planned Investment Works 2014 / 2015

Kitchen Replacement Roof Replacement Fire Alarm Replacement (Communal Areas) • Ayr • Portree, Shulishader Beag • Abbeyhill • Bearsden Central Heating / Communal Heating Plant • Glenluce • Bishopbriggs • Bingham • Inverness (Cheshire • Troon (West Grove) House) • Coll • Troon, (Dallas Place) • Stockbridge • Corrie (Hillfoot Place) Bathroom Replacement • Troon (Dallas Place) • Dervaig • Brodick (Brathwic Place) Lift Replacement • Helmsdale • Chirnside • Pollok (Bield Care Home) • Kilmory (Torlin Terrace) • Govan • Thornliebank • Lamlash (Monmore Place) • Netherlee Warden Call Replacement • Lamlash (Park Terrace) • Stranraer • Corstorphine, Kirkloan • Murray Cottages • Whiting Bay (Montrose • Nairn Terrace) • Pirnmill (Beinn Bharrain Terrace) • Troon (Central Avenue) Window Replacement • Stockbridge • Alloa (Kilincraigs Court) • Tobermory • Coll • Whiting Bay (Montrose • East Calder Terrace) • Galashiels • Greenock (East Kirk Court) • Lauder • Livingston • Loanhead Repair Service

News & Information 42 News & Information

Trust wins Equality Impact in Housing CarelineUK Award 2014 New Brand Name Trust was presented with the Equality Impact We have been notified by our Alarm receiving in Housing Award at a grand ceremony in Centre, CarelineUK that from Monday, 17 Glasgow on 24th October 2014. The event November 2014 their brand name changed was attended by more than 300 people from CarelineUK to Appello. This means from a wide range of organisations across that when you contact CarelineUK either by Scotland. pulling your pullcord, pressing your pendant or contacting them by phone that when The Ethnic Minority Impact Awards recognise the operator answers they will say you are individuals or organisations that have through to Appello formerly CarelineUK. contributed to Scottish society or made a difference to their community locally or I would like to reassure you that there is nationally. The awards are administered by no difference in the way that you contact CEMVO Scotland. CarelineUK or the service you will receive, the only thing that has changed is their brand The awards honoured individuals or name to Appello. organisations that have made a significant impact in business, social enterprise, Should you have any queries at all then environment, financial inclusion, employment, please do not hesitate to speak with your health and wellbeing, education, sport or Coordinator or Service Manager. housing. The award recognised Trust’s representation and contribution by its Equality, Diversity and Inclusion Manager, Rohini Sharma Joshi on the Social Housing Charter and for becoming the first housing association in Scotland to achieve the Investors in Diversity accreditation.

43 News & Information Mince Pie Recipe

Ingredients Method

• 225g cold butter, diced 1. To make the pastry, rub 225g cold, diced • 350g plain flour butter into 350g plain flour, then mix in 100g golden caster sugar and a pinch of salt. • 100g golden caster sugar Combine the pastry into a ball – don’t add • 280g mincemeat liquid – and knead it briefly. The dough will • 1 small egg be fairly firm, like shortbread dough. You • icing sugar, to dust can use the dough immediately, or chill for later. 2. Preheat the oven to 200C/gas 6/fan 180C. Line 18 holes of two 12-hole patty tins, by pressing small walnut-sized balls of pastry into each hole. Spoon 280g mincemeat into the pies. 3. Take slightly smaller balls of pastry than be- fore and pat them out between your hands to make round lids, big enough to cover the pies. Top the pies with their lids, press- ing the edges gently together to seal – you don’t need to seal them with milk or egg as they will stick on their own. (The pies may now be frozen for up to 1 month). 4. Beat 1 small egg and brush the tops of the pies. Bake for 20 minutes until golden. Leave to cool in the tin for 5 minutes, then remove to a wire rack. To serve, lightly dust.

Mince Pie Recipe 44 Crossword

1 2 3 4 5 6 7 Complete the crossword by 31st January 2015 and 1 2 3 4 5 6 7 you could win £20 worth of 8 high street vouchers of your 8 choice. 9 9 Return completed 10 crosswords 10 to Stacey Williamson 11 at Trust Housing Association, 11 12 New Mart Road, Edinburgh EH14 1RL. 12 13 12 13 14 Congratulations to Mr Duncan Lunan, from 14 Troon, who won the last 15 16 crossword competition 15 16 and chose £20 worth of 17 Waterstone’s vouchers. 17 18 19 18 19 20 20

21 22 21 22 Across Down 1 - AcrossJolted (6) 1Down - Became stuck (6) 1 - Jolted (6) 1 - Became stuck (6) 4 - The back of the neck (6) 2 - Scarceness (8) 4 - The back of the neck (6) 2 - Scarceness (8) 9 - Guglielmo ___ : radio pioneer (7) 3 - Run away with a lover (5) 9 - Guglielmo ___ : radio pioneer (7) 3 - Run away with a lover (5) 10 - Coarsen (anag) (7) 5 - Clergymen (7) 10 - Coarsen (anag) (7) 5 - Clergymen (7) 11 - ___ Els: golfer (5) 6 - Impel (4) 11 - ___ Els: golfer (5) 6 - Impel (4) 12 - Brief appearance in a film by someone famous (5) 7 - Ludicrous failure (6) 12 - Brief appearance in a film by someone famous (5) 7 - Ludicrous failure (6) 14 - Computer memory units (5) 8 - Autocratic (11) 14 - Computer memory units (5) 8 - Autocratic (11) 15 - Hoarse (5) 13 - Chinese language (8) 15 - Hoarse (5) 13 - Chinese language (8) 17 - Toy bear (5) 14 - Past events (7) 17 - Toy bear (5) 14 - Past events (7) 18 - Pasta pockets (7) 15 - Injured (6) 18 - Pasta pockets (7) 15 - Injured (6) 20 - Drug that relieves pain (7) 16 - Dog-like mammals (6) 20 - Drug that relieves pain (7) 16 - Dog-like mammals (6) 21 - Hate (6) 17 - Conical tent (5) 21 - Hate (6) 17 - Conical tent (5) 22 - Sport Andy Murray plays (6) 19 - Undergarment (4) 22 - Sport Andy Murray plays (6) 19 - Undergarment (4)

45 Crossword Sudoku

Test your numerical skills and have a go at Sudoku. This one’s just for fun.

5 1 6 4 9 3 6 5 9 4 9 1 9 7 6 2 8 5 7 6 1 3 7 2

Sudoku 46 This information is available in Braille, tape, large print and community languages. To request a copy please contact 0131 444 1200

Version: 12/14 WD Trust Housing Association Limited is a Registered Scottish Charity No. SC009086 Registered by The Scottish Housing Regulator HEP 143 Registered under the Co-operative and Community Benefit Societies Act 2014, No. 1778R(S)

Committed to excellence 2014

www.trustha.org.uk 0131 444 1200 trust housing  trust_housing