TOLLCROSS NEWSLETTER

TOLLCROSS HOUSING ASSOCIATION NEWSLETTER AUTUMN 2019

or email: [email protected]

See page 2 for office closure details

TXHA AUTUMN 2019 Newsletter.indd 1 11/09/2019 11:52 TOLLCROSS HOUSING ASSOCIATION NEWSLETTER • AUTUMN 2019 Office Closure Arrangements

Our offices will be closed as follows:

Friday, 27th September 2019 September weekend Monday, 30th September 2019} Friday, 25th October 2019 Staff Strategy Day Please refer to the emergency telephone numbers provided so that any emergency repair you may have can be dealt with while the office is closed. If you call the usual office number (0141 763 1317) during this period you will be put through to our emergency repairs service. You can also call them on 0345 6044686. If you need to report a repair to keep your house wind and watertight, or there is a fault with essential services such as water supply and gas, you should contact the relevant number provided. Emergency Repairs 0141 763 1317 and 0345 604 4686 • Gas Escapes 0800 111 999 • Scottish Power Emergencies (from landline) 0800 092 9290 (from mobile) 03301 010222)

Handyman Service The Association’s Handyman is available to carry out a range of minor tasks around the home for all tenants over the age of 65 with no rent arrears. Examples of the range of services undertaken are: • Replacing high or awkward light bulbs • Fitting light shades • Hanging mirrors or pictures • Moving furniture (light weight) • Change electrical plugs or fuses • Assembling flatpack furniture (small scale) • Assist in clearing out property • Lift and relay carpets (pre and post works contracts) • Ease sticking doors • Minor plumbing (connect washing machines, choked sinks) • Securing trailing wires and flexes • Fitting bathroom accessories (small scale) • Replacing curtain rails, poles and blinds • Removing and refitting curtain rails, poles and blinds (to allow works to proceed) If you have any requirement for this service, • Minor joinery work please contact our Maintenance team on • Sealing around bath or sink 0141 763 1317 option 1 • Minor garden work to discuss your needs.

TXHA AUTUMN 2019 Newsletter.indd 2 11/09/2019 11:52 DEVELOPMENT UPDATE Dunira Street Phase 2 The new build development on Street, referred to as Dunira Street Phase 2, is now almost complete. If you passed the site recently you might have noticed the contractor putting the finishing touches to the landscaping and other external works. Allocations for these new properties are now underway and the first lucky tenants will soon be getting word that they are being offered a new property. Hopefully the whole development will be completed and occupied by the middle of October.

Canmore Street MMR Altyre Street. (Mid Market Rent) Scheme. The Association has now lodged a full Planning Application to build This development is progressing well and it is expected all 43 houses and flats on the vacant site on Altyre Street. The scheme twelve, two bedroom flats will be completed by the target date is a mix of terraced houses and flats, with provision for larger family of mid-February 2020. The Association is setting up a subsidiary homes and wheelchair users being a priority. company called Develops to manage these The ground conditions in this area are particularly bad. Old properties on behalf of the Association. underground mine workings and at least two old air shafts to these workings have been identified and further more detailed investigation The 12 flats will be allocated on a first come, first served basis. A works are now underway to confirm just exactly what is under date will be selected in Mid January and the first people through the ground, where the problems are and what the likely cost of the the door on the selected date, who meet the required criteria, required remedial works will be. will be signed up for these new properties. The Grant Application for this project can’t be submitted until all of As noted above there are some conditions that prospective these extra costs have been confirmed. Hopefully, all of the required tenants must comply with to qualify for a Mid Market Rent ground investigation works will be completed over the next few property. The final conditions haven’t been completely agreed yet months. The Association apologises in advance for any disruption but at present the following would be required; these investigation works may cause. There is a chance that Altyre • Prospective tenants must have a family income of more than Street may be closed for short periods to allow work to be carried £18,000, but less than £40,000 per year. Clear proof of this out on the area under the road. income will be must be provided. If everything goes according to plan, we should be on site in the spring of next year with this project. • Housing Benefit or Universal Credit will not be paid to cover the rental charge for Mid Market Rent properties, so Association’s New Office. claimants of these benefits will not be eligible for MMR. We are delighted to say that the Association’s new office has • You can under occupy the property you rent, but the full won a number of architecture and design awards. rental charge will still be made. The building was awarded a prize by the Royal Incorporation • The Association will provide its normal high standard of of Architects in in their annual awards ceremony, and repairs, maintenance and management services to all of our a few weeks ago the building won a Scottish Design Award. MMR tenants. The Building has also been short listed for the Antony Dolan Prize, the biggest architecture Design prize awarded in Britain. Look out in the Christmas newsletter for notification of the big It’s up against some stiff competition, including the new V and date when reservations for these properties will be taken. A Museum in Dundee, but it would be great for the Association If you have any questions about Mid Market Rent please do not and the area if we scooped the award. hesitate to contact the Association on 1041 763 1317. We’ll let you know how we do!

TXHA AUTUMN 2019 Newsletter.indd 3 11/09/2019 11:53 TOLLCROSSTOLLCROSS HOUSING HOUSING ASSOCIATION ASSOCIATION NEWSLETTER NEWSLETTER • • AWINTERUTUMN 20152019

Boilers: Electrical Before you call for an Engineer If your heating or hot water breaks Faults in down, please try the following steps before you contact the Association for an engineer to call: your Home • Make yourself familiar with the operation and controls of On occasions you may have problems with your the boiler. electrics. This may be due to a fault with the supply • Is the gas coming through? (If you have another gas coming into your home, or a fault with an Association appliance try it). fitting or a fault with one of your own appliances. • If you have a card meter confirm there is credit in the meter and the Meter says ON. Please note that if an electrician attends and the • Is the electricity on? (Check the fuses and make sure the fault is found to be due to your appliance (or a isolation switch next to the boiler is in the “on” position). service provider) you may be charged for the Again if you have a credit meter ensure there is credit in tradesman’s time. the meter. • Is the time clock set to ON? • Is the time clock set to provide heating and hot water? • Is the room thermostat turned up to its highest? • Is the water pressure gauge reading between 1 and 2 bar? • Is the boiler set to winter mode? • Press or turn the reset control on the boiler If your boiler fails to operate after you have carried out these checks, then please contact us on 0141 763 1317 To prevent this charge, please check the following (option 1) before you call: or out of hours on No supply – are the lights off in the street / close? Do your neighbours have power? If not this is likely to 0345 604 4686 be an issue for the utility company. Either phone your own supplier or Scottish Power Emergencies on 0845 272 7999. Sockets or lights not working in your home Annual Gas – check your distribution board to ensure that all switches are at the ON position. If not, switch on. If the power still does not reset, switch off all lights or Safety Visit unplug all of your appliances and again reset the switch. If the switch resets and the power comes back on, switch your lights on one by one and/ or reconnect one Over the 1 April 2018 to 31 March 2019 period the appliance at a time. If the system trips off again, it is likely Association’s gas contractor City Technical have carried out 100% of gas safety inspections within that there is a fault at the last appliance to be connected. our legislative requirement of 365 days. This has Disconnect this appliance, reset the trip switch at the once again been challenging to achieve and we distribution board and do not use the appliance again wish to thank all tenants who provided access on until it has been checked by a qualified electrician. It may the first visit. be that the appliance needs to be replaced. We ask for your continued assistance in the coming If all appliances have been unplugged but the switch year to allow access, to ensure all appliances are will not stay on, switch an alternative appliance on first, tested and are safe. to ensure the first appliance was not at fault. If after doing so the power still does not come on, contact the Where access is not provided, we are required to Association and we will arrange to have the electrical take legal action to gain entry, which all would circuit checked. agree is not the best use of the rental income.

TXHA AUTUMN 2019 Newsletter.indd 4 11/09/2019 11:53 G HEAT G.HEAT)G is HEAT here to help you save money and better understandglasgow your energy use. G.HEAT can help with whatever home energy energyhome issue energy you may have – from settling issues with your advice team advice team supplier on your behalf, to helping you arrange a realistic payment plan to repay debt.

The free, impartial advice service provides one-to-one support either in the Tollcross Advice Centre or in your own home, with a dedicated advisor who will do whatever they can to resolve your issues.

They can also provide energy saving tips and advice to help you get on top of your energy costs, as well as providing information To find out more contact your G.HEAT on industryTo find initiatives out thatmore you contact may be eligibleyour for.G.HEAT Advisor who will be available to speak Advisor who will be available to speak Do you qualify for the Warm Home Discount? If so you could to you here or in your home. be £140.00to you better here off or this in Winter your home. Call us now on 0800 092 9002 Call us now on 0800 092 9002 The team can also help you understand your meter and how to take and submit your reading and make sure you’re getting the best deal.

“The service I received from G.HEAT has been exceptional, and I recommend it to everyone I meet.” Frances, G.HEAT customer.

The G.HEAT service is available in your area! To book your free in-home visit, call 0800 092 9002, or If you would like an appointment to be seen at the Tollcross Advice & Learning Centre phone them on 0141 764 1234 to arrange an appointment.

CHRISTMAS TREAT FOR KIDS *Are you a Tollcross Housing Association Tenant? *Are you a Tollcross Housing Association Factored Owner? Are you on Benefits or working and have a low income? Do you have children under 16 years old (as at 24/12/19)? If you answered YES to the above then you may be eligible for a ‘Cash for Kids’ Award. For more information and to apply call into the Tollcross Advice & Learning Centre at 84 Braidfauld Street (Monday-Friday between 10am – 12 noon or 2pm – 4pm) Telephone 0141 764 1234 If you have received this Award in previous years, you need to contact us again to complete a new form. DON’T MISS OUT – Please come in and complete a new form. Please bring along proof of Guardianship, such as child’s Birth Certificate, Child Benefit/Child Tax Credit Award Notice *Only available to Tenants and Factored Owners of Tollcross Housing Association APPLICATION CLOSING DATE IS FRIDAY 4 OCTOBER 2019 – NO APPLICATIONS WILL BE ACCEPTED WITHOUT PROOF OF BENEFITS/BIRTH CERTIFICATES

TXHA AUTUMN 2019 Newsletter.indd 5 11/09/2019 11:53 TOLLCROSSTOLLCROSS HOUSING HOUSING ASSOCIATION ASSOCIATION NEWSLETTER NEWSLETTER • • AWINTERUTUMN 20152019

Tollcross Housing Association Celebrating National Volunteers’ Week 2019 5th Annual TLC Volunteer Event This year’s celebration took place on the evening In Glasgow, Volunteer Glasgow help to promote of Friday 7th June in the Fullarton Park Hotel and volunteering and promote opportunities available was an opportunity for the Association to with various charities and organisations. Tens bring together volunteers from our of thousands of people in Glasgow choose communities to thank them for their to do something without remuneration hard work in providing vital services to run sport and the arts, support and activities to local people. other people when they’re vulnerable, provide programmes and activities for The Event was a great success with our children and young people, govern volunteers from various projects charities and community groups, raise and groups enjoying an evening of funds for charity, protect and enhance delicious food, refreshments, good the environment, develop other company and dancing. people’s skills, provide mutual support, Volunteers from vital local projects such health and social care services, and campaign as: Glasgow East End Community Carers; for change. Auchenshuggle Community Council, ’s If you are interested in volunteering you can Men’s Shed, Glasgow North East Foodbank; contact Volunteer Glasgow on 0141 226 3431 Community Centre; Community Council; or visit their website at Carmyle Credit Union and Tollcross Community Trust came along to relax and have a fun night. www.volunteerglasgow.org Before the festivities kicked off Clive Douglas, Chief Maybe we will see you at next year’s Volunteer Event! Executive of Tollcross Housing Association gave a huge thank you to the volunteers for their contribution and the difference they make to our communities and added that the Association appreciates their efforts. Volunteers’ Week is about celebrating the huge range of people who give their time in so many ways. From trustees and campaigners to carers and fundraisers, Volunteers’ Week events are to celebrate the fantastic contribution all volunteers make. As well as helping others, volunteering has been shown to improve volunteers’ wellbeing too. It’s human nature to feel good after helping someone out. Volunteering can also help you gain valuable new skills and experiences, and boost your confidence.

TXHA AUTUMN 2019 Newsletter.indd 6 11/09/2019 11:53 Visit by Social Security Scotland Lorraine Harris, Local Delivery Relationship Lead from Social Security Scotland visited Tollcross Advice & Learning Centre on 27th August to provide an information session on the new benefit system for Scotland. Lorraine provided an update on the benefits already in place, benefits that will be available in the near future and changes to existing benefits that will be happening over the coming years.

Staff from the Centre, Housing Management Team, welfare rights volunteers and other partners were in attendance. Everyone who attended the session found it very interesting and informative and we will keep you posted via the newsletter of the changes as they happen.

BENEFITS CURRENTLY AVAILABLE Carer’s Allowance Supplement Best Start Grant - is an extra payment from the Scottish Government to Pregnancy and Baby Payment carers in Scotland who are receiving a full or partial Carer’s is a £600 payment for a first child and £300 for other Allowance payment from the Department of Work and children. There will be an extra £300 if you have a multiple Pensions (DWP). birth. It will help with expenses in pregnancy or having a new It will be paid by Social Security Scotland every six months. child, for example maternity clothes, a pram or additional Each six monthly payment will be £226.20. Carers who live heating. This replaces the Sure Start Maternity Grant. in Scotland and are in receipt of Carer’s Allowance from the DWP on two set dates per year will get this payment. Best Start Grant - Early Learning Payment Carers who will receive this payment will get a letter Is a £250 payment for eligible families on certain benefits or notifying them. Payments will be paid into the same bank or tax credits who have a child between the ages of two and Credit Union account as their Carer’s Allowance is paid into. three years and six months. This is to help with the costs of early learning around the time your child might start nursery. Best Start Foods You can apply from your child’s second birthday and the cut Pregnant women and families with babies and children off for applying for this payment is when your child turns receiving certain benefits are being offered increased access three years and six months. If you apply after this time your to healthy foods. application won’t be eligible. The new Best Start Foods payment replaces the UK Best Start Grant - School Age Payment Government’s Healthy Start paper vouchers with a new It is a £250 payment made around the time a child normally payment card. The card, which works in a similar way to starts Primary 1 to help with the costs of a child starting school. bank cards, can be used to buy a variety of healthy foods For children who would normally start school this August including milk and infant formula, fruit and vegetables, you can apply from 3 June 2019 to 29 February 2020. pulses and eggs. Eligible families on low income benefits will get £17.00 on their card every four weeks during pregnancy and for any children between one and three years old. For babies up to the age of one, the payment increases to £34.00. BENEFITS BEING INTRODUCED LATER THIS YEAR Funeral Expense Assistance Funeral Expense Assistance will replace the current DWP A new benefit providing help for people on low-incomes to Funeral Payment in Scotland and improvements mean meet the costs of a funeral is to be delivered later in 2019. around 40% more people will be eligible to apply. Funeral Expense Assistance will provide financial support directly to those who need it most at the point of bereavement For more information on these benefits please go to www.mygov.scot/ benefits, phone Freephone 0800 182 2222 or you can visit the Tollcross Advice & Learning Centre, 84 Braidfauld Street, G32 8PJ.

TXHA AUTUMN 2019 Newsletter.indd 7 11/09/2019 11:53 TOLLCROSSTOLLCROSS HOUSING HOUSING ASSOCIATION ASSOCIATION NEWSLETTER NEWSLETTER • • AWINTERUTUMN 20152019 Landlord Performance PIN UPDATE Report Welcome to your quarterly update on our Performance Improvement Network (PIN). The members of the PIN understand 2018/19 the importance of the requirement for the Association to meet the outcomes and standards set by the Scottish Government Published September 2019 within the Scottish Social Housing Charter and this underpins the work the PIN members do. Spotlight on PoliciesPIN ACTIVITIES Welcome Pack & Tenant Handbook – PIN members have been busy examining the Association’s Welcome Pack and Handbook and how to improve these documents. PIN members The Association’s services are underpinned by a number of policies across all departmentshave outlined their and preference in terms of layout and design for Management Committee members are responsible for ensuring their timely review.both In theaccordance Welcome Pack and the Handbook. This includes giving consideration to splitting the information into smaller batches with the Policy Review Schedule, proposed changes to (or introduction of new) policieswith are the presented aim of not overloading new tenants with too much to Management Committee. Where deemed appropriate we carry out consultation oninformation these policies at the beginning of their tenancy. Once revised too. This involves meeting with our PIL members and also making the policies availabledocuments on-line viahave our been agreed, they will be presented to the Management Committee. website, for other customers to provide feedback. This is for a specific period of time and is generally In the meantime, in order to provide evidence of what is working and what is not working so well, a feedback form is to be issued to a month. We then provide any feedback to the Management Committee with a viewnew to tenants having signing the up over the next 8 weeks. Similarly, when the revised Welcome Pack and Tenant Handbook are in action, the PIN policy approved and made ready for implementation. members will consider ways in which new tenants will be asked how useful they had been and, after a year, the findings discussed with PIN and any amendments will be agreed. Tour of Stock – PIN Members recently undertook a tour of the Association’s housing stock where Housing Management staff provided an insight to the areas and local issues we experience, such as landscaping, back courts and bin stores. Forward Programme – Looking forward PIN members will be assisting the Association to consider void numbers/allocations and turnover of properties alongside consideration of the Association’s Resident Participation Strategy.

Question Satisfaction Levels

2013 Full Survey 2016 Full Survey 18/19 Current Year CUSTOMER (907 sample) (900 sample) Quarter 1 April to June SATISFACTION 2019 Percentage of tenants 90 96 95 93 The Association has independent surveys undertaken on a satisfied with the overall monthly basis by Research Resource and we monitor the outcome service provided by their of several specific questions. As well as helping us improve our landlord services in a pro-active way, it also enables us to provide an Percentage of tenants 70 82 77 100 accurate reflection of our customers’ views when completing the satisfied with the Annual Return on the Charter to the Scottish Housing Regulator. standard of their home The table below outlines the customer satisfaction results for when moving in previous years and the first quarter of this year, 19/20. (for tenants moving within last 12 months)

Percentage of tenants who 90 96 96 98 have had a repair carried out within the last 12 months satisfied with the repairs & PIN MEMBERSHIP maintenance service PIN members are keen for you to know how much fun they have TOLLCROSS even although they are actually working on helping us improve housing association our performance. The meetings are very informal and generally accompanied with a cuppa and biscuit (or two). The group know how limited good it makes you feel when you’re point of view is listened to. Some of the group have been with us since the beginning and feel they have played a part in making a difference to the Association during that time. Honorary President: Bill Dougan Property Factor Registered No PF000261 So, if you are interested in taking part or just want to find out a bit more about the Performance Improvement Network, please Registered with the Scottish Housing Regulator registration contact the office on 763 1317 or e-mail [email protected]. No. 197 and with the Financial Conduct Authority as a registered society under the Co-operative and Community Benefit Societies Act 2014 – Registration No. 1798RS

Tollcross Housing Association Limited is a Registered Scottish Charity, No SC040876

TXHA AUTUMN 2019 Newsletter.indd 8 11/09/2019 11:53 Landlord Performance Report 2018/19 Published September 2019 Welcome Tollcross Housing Association is pleased to present our Landlord Performance Report on the Charter 2018/19. You will find within this report how Tollcross Housing Association performed during the year and we have also compared ourselves against four of our local peer group Associations. These are Milnbank, Parkhead, Shettleston and West of Scotland. About The Association Tollcross Housing Association Limited was formed in 1974 and owns and manages 2,260 houses and flats in Tollcross, Carmyle and /Newbank (at 31st March 2019). We also act as factor to 584 residential and commercial property owners.

The Association is managed by a voluntary Management Committee including local residents and others with specific skills helping us ensure the Committee are able to demonstrate their continued effectiveness. Our services are provided by over 40 staff members within the following departments: -

• Corporate Services • Finance (including factoring)

• Housing Management • Maintenance Membership If you would like to have your say in how the Association is run you have the option to join the Association, which gives you privileges not open to non-members, such as access to our Annual General Meetings and authority to approve key documents like our Annual Accounts. In addition, you can stand for election to join the Management Committee who oversee and direct the Association’s activities. We provide all necessary training, with the existing members of the Committee always willing to help guide you through those first few meetings. If you are interested in finding out more, then please contact a member of staff. Customer Feedback Based on the feedback we received about last year’s Report, it looks like the PIN members’ efforts continue to be worthwhile. Of the 52 people who responded to our feedback questionnaire, 85% said they thought we were giving the right information and 87% said they liked the layout. We are listening to your feedback and you have indicated you still like the current format. Although we will continue to provide the report on its own, you continue to indicate you are more likely to remember seeing it within our newsletter. We will therefore, continue to include the report details within our Autumn newsletter each year. As we are committed to improving digital access, we shall also continue to make the Report available on our website, www.tollcross-ha.org.uk. Please let us know your views. Other Formats On request, the Association will provide translations of all our documents, policies and procedures in various languages and other formats such as computer disc, tape, large print, Braille etc. and these TOLLCROSS can be obtained by contacting a member of staff. housing association limited

Honorary President: Bill Dougan 868 Tollcross Road, Glasgow G32 8PF

Property Factor Registered No PF000261

Registered with the Scottish Housing Regulator registration Tel 0141 763 1317 No. 197 and with the Financial Conduct Authority as a registered society under the Co-operative and Community Benefit Societies Act 2014 – Email [email protected] www.tollcross-ha.org.uk Registration No. 1798RS

Tollcross Housing Association Limited is a Registered Scottish Charity, No SC040876 FOR OUT OF HOURS EMERGENCIES CALL 0141 763 1317 or 0345 6044 686 9

TXHA AUTUMN 2019 Newsletter.indd 9 11/09/2019 11:53 TOLLCROSS HOUSING ASSOCIATION NEWSLETTER • AUTUMN 2019

We commission an independent survey of our customer’s views at least every 3 years and the results contained within this report are a combination of the outcome from our 2016 survey and information gathered and analysed during the year. We make efforts to address feedback given and we trust this will be reflected in the forthcoming results of the 2019 survey. We present the findings from our surveys in our quarterly newsletter and the members of our Performance Improvement Network continue to assist us in our commitment to continual improvement. Customer/Landlord Relationship ➢ 95.7% of tenants interviewed were satisfied with the ➢ 95.89% of tenants were satisfied with the management overall service we provide, compared to the local peer group of the neighbourhood they live in, compared to the local peer average of who achieved 91.2%. group average of 88.7%. ➢ 98.9% of tenants were satisfied with the opportunities given to them to participate in the landlord’s decision making ➢ 81.63% of factored owners were satisfied with the processes, compared to the local peer group average of 89.6%. factoring service they received, compared to the local peer group average of 75.6%. ➢ 76.84% of tenants were satisfied with the standard of their home when movingTollcross in, compared West of Scotland to the local Shettleston peer group Parkhead Milnbank Local Peer Group Avg Tollcross West of Scotland Shettleston Parkhead Milnbank Local Peer Group Avg average of 91.7%. 95.7 92.51 90.33 89.4 97.2 92.4 95.7 92.51 90.33 89.4 97.2 92.4 Tenant Satisfaction with Overall Service by Landlord (Indicator 1) Tenant SaUsfacUon with Overall Service by Landlord (Indicator 1)Tenant Satisfaction with Overall Service by Landlord (Indicator 1)

100 96.1 100 95.7 91.4 91.2 100 95 90.3 86.9 97.2 87.5 90 95 95.7 92.51 97.2 90 95.7 92.51 92.4 85 90.33 89.4 92.4 80 85 90.33 89.4 75 75 80 Tollcross75 West of Scotland Shettleston Parkhead Milnbank Local Peer Group Avg Tollcross70 West of Scotland Shettleston Parkhead Milnbank Local Peer Group Avg 95.765 70 92.51 90.33 89.4 97.2 92.4 62.5Tenant SaUsfacUon with Overall Service by Landlord (Indicator 1)95.7 92.51 90.33 89.4 97.2 92.4 60 65 Tenant Satisfaction with Overall Service by Landlord (Indicator 1)55 60 100Tenant Satisfaction with Overall Service by Landlord (Indicator 1) 50 95.750 55 96.1 50 91.4 Tollcross Tollcross West of Scotland West of SheHlestonShettleston 90.3 Parkhead Parkhead Milnbank Milnbank Local Peer Local Peer Group Avg91.2 Tollcross West of Shettleston Parkhead 86.9 Milnbank Local Peer 87.5 Scotland Group Avg 100 Scotland Group Avg 100 95 97.2 90 95 95.7 92.51 97.2 75 92.4 90 95.7 92.51 Housing QualityTollcross85 West of Scotland & Maintenance Shettleston90.33 Parkhead Milnbank89.4 Local Peer Group Avg92.4 Tollcross West of Scotland Shettleston90.33 Parkhead Milnbank89.4 Local Peer Group Avg 80.780 85 94.01 92.3 99.03 90.59 94.0 ➢ The Association’s62.5 pr80.7operties75 80 are 94.01 currently 92.3measured 99.03 to the 90.59 local peer group94.0 average of 2.3hours. 75 against the Scottish HousingStock Meeting Scottish Housing Quality Standards (SHQS ‐ Indicator 7) 70 Quality Standard (SHQS). 81.2% ➢ We carried out 4980 non emergency repairs. We took of our properties meet Stock Meeting Scottish Housing Quality Standards (SHQS ‐ Indicator 7)this standard,65 70 compared to the local 50 60 65 an average of 2.3 days to complete these repairs, compared to peer group average of 94.5%.Tollcross55 60 West of Scotland SheHleston theParkhead local peer groupMilnbank averageLocal Peer Group Avg of 5.1 days. 55 We will seek an exemptionStock MeeUng ScoVsh Housing Quality Standards (SHQS - Indicator 7) from100 50 SHR for a further 18.2% of ➢ 95.8% of reactive repairs carried out in the last year 100 50 Tollcross West of Shettleston Parkhead 99.03 Milnbank Local Peer our stock, as although we have95 carried out extensive major 99.03 95 Tollcross Scotland West of Shettleston wereParkhead completedMilnbank rightGroup Avg Local Peer first94.0 time, compared to the local peer 90 94.01 99.1 works in many of these100 tenemental90 properties,Scotland they will always92.3 group average 90.59 of 94%.Group Avg 94.0 85 95.7 94.01 92.3 94.4 fail to meet the standard,95 due to the restricted size and layout92.3 90.59 80 85 ➢ 100% of properties90.5 had a gas safety check and record of the kitchens. 90 75 80 80.7 Tollcross West of Scotland80.7 Shettleston Parkheadcompleted Milnbank by Local Peer Group Avg the anniversary date, and the local peer groups 85 81.270 75 We carried out 1064Tollcross80.7 emergency West of Scotland 94.01 repairs Shettlestonthis92.3 year and Parkhead 99.03 Milnbank 90.59 Local Peer Group Avg94.0 ➢ 80 70 all achieved 100%. we took an average of 2.1 80.7hours65 to complete 94.01 them, 92.3compared 99.03 90.59 94.0 75 60 65 Stock Meeting Scottish Housing Quality Standards (SHQS ‐ Indicator 7)60 70Stock Meeting Scottish Housing Quality Standards (SHQS ‐ Indicat55 or 7) 65Stock MeeUng ScoVsh Housing Quality Standards (SHQS - Indicator 7)50 55 50 60 Tollcross West of Shettleston Parkhead Milnbank Local Peer Tollcross West of Shettleston Parkhead Milnbank Local Peer 55 Scotland 99.1 Group Avg 100 100 Scotland Group Avg 50 100 95.7 99.03 94.4 95 95 92.3 99.03 Tollcross90 95 West of Scotland SheHleston Parkhead Milnbank90.5 94.0 Local Peer Group Avg 90 94.01 92.3 94.0 85 90 94.01 90.59 85 92.3 90.59 81.280 85 80 75 80 80.7 80.7 75 70 75 70 65 70 65 60 65 60 55 60 55 50 55 50 50 Tollcross West of Shettleston Parkhead Milnbank Local Peer Tollcross Tollcross West of ScotlandScotland West of SheHlestonShettleston Parkhead Parkhead Milnbank MilnbankGroup Avg Local Peer Local Peer Group Avg Scotland Group Avg

TXHA AUTUMN 2019 Newsletter.indd 10 11/09/2019 11:53

1

1 Access to Housing & Support ➢ We re-let 184 properties last year and we took an average of 15.9 days to re-let them, compared to the local peer group average 28.9 days. Neighbourhood & Community

➢ 95% of 1st and 2nd stage complaints, including those ➢ Per 100 houses 8.1 cases of anti-social behaviour were related to equalities issues were responded to in full in the last reported to us in the last year, compared to the local peer year, compared to the local peer group average of 100%. group average of 9 cases.

➢ Of the complaints responded to, 33% were upheld, ➢ Of the cases we received in the last year, we resolved compared to the peer group average of 59%. 89.0% within locally agreed targets, compared to the local peer group average of 93.2%

➢ 88% of Stage 1 & Stage 2 complaints were responded to ➢ Where we initiated court action, 9.76% resulted in within timescale (5 & 20 working days respectively), compared eviction, compared to the local peer group average of 18.5%. to the local peer group average of 87.5%.

Average Days taken to Re-let ProperUes (Indcator 35)

60

46.2

40

27.1 28.9 23 19.4 20 15.9

0 Tollcross West of Scotland SheHleston Parkhead Milnbank Local Peer Group Avg

Getting Good Value for Money from Rents & Service Charges

➢ We collected 101.1% of the rent due, compared to the ➢ 95.11% of tenants feel that the rent for their property local peer group average of 98.8%. represents good value for money, compared to the local peer group average of 82.3%. ➢ Our grossPercentage of Stage1 & 2 Complaints Responded to within Timescales (Indicator 4/5) rent arrears at the end of the reporting year were £174,312, which represents 2.04% of total100 rent due in 100➢ Our average100 annual100.0 management fee is £135 per the year. This100 compares to the local peer group average of factored property, compared to the local peer group average £456,077, which is an average of 5.1%.99 of £129.10. 98.5 ➢ Due to voids (emptyTollcross properties), West of Scotland we lost Shettleston0.34% of the Parkhead Milnbank Local Peer Group Avg rent due, compared to the101.55 local peer 101.06group average 99.88 of 0.7%. 99.4 98.05 99.6 97

Rent collected as a percentage of total rent due in year (Indicator 30)Rent collected as a percentage of total rent due in year (Indicator 30) 95.5 95

105 94 101.55105 101.06 99.88 99.4 99.6 Tollcross West of Scotland SheHleston101.06 Parkhead Milnbank 98.05Local Peer Group Avg 100 101.55 97.5 99.88 99.4 99.6 98.05 95

90 90

85 82.5 80

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3 TOLLCROSS HOUSING ASSOCIATION NEWSLETTER • AUTUMN 2019

‘THE CHARTER’ ‘THE STANDARDS’

The Regulator will assess us against the following The first Scottish Social Housing Charter standards and the Management Committee have (The Charter) was introduced by the Scottish responsibility for monitoring our performance. Government and came into effect on 1st In addition we the Performance Improvement April 2012. It was reviewed during 2016 and the revised Charter came into effect Network (PIN) that is made up of local residents from 1st April 2017. whose purpose is to represent our customers’ views and help us enhance our monitoring The Charter is designed to “help improve the process and ultimately, our performance. Our quality and value of the services that social aim is to meet, and where possible, exceed ‘the landlords provide, and supports the Scottish standards’ outlined below. Government’s long-term aim of creating a safer and stronger Scotland.” • Customer/Landlord Relationship - Equalities - Communication - Participation The Scottish Housing Regulator’s role is to • Housing Quality & Maintenance check that the Association is meeting the - Quality of Housing Charter outcomes. - Repairs, Maintenance & Improvements • Neighbourhood & Community - Estate Management, Anti-social Behaviour, Neighbour Nuisance & Tenancy Disputes The Regulator’s reports will also help the Scottish Government ensure that public • Access to Housing & Support investment in new social housing goes only - Housing Options to landlords assessed as performing well. - Access to Social Housing - Tenancy Sustainment • Getting Good Value for Money from Rents & Service Charges - Value for Money - Rents & Service Charges

Performance Improvement Network

This report was designed by our Performance Improvement Network members who gave consideration to what they felt would be of interest to you. This report complements the Scottish Housing Regulator’s findings from the Annual Return on the Charter (ARC) provided by all Registered Social Landlords (RSLs) for the financial year 2018/19. If you wish to compare us against other landlords, please visit www. scottishhousingregulator.gov.uk.

The PIN members recognise that the Association is committed to continual improvement and where we are not measuring up well, the PIN members help us Approved find ways to help us improve our standards. If you think this group is something you would like to become involved in, we’d be delighted to hear from you. You can call for an informal chat on 0141 763 1317 or e-mail on [email protected].

TXHA AUTUMN 2019 Newsletter.indd 12 11/09/2019 11:53 Perth The weather didn’t dampen the spirits once again for everyone who attended our annual bus trip on 16th August. Our over 60s and their guests had a day out to Perth where they enjoyed a lovely afternoon walking, shopping, lunch and some lucky winners took home a prize from the raffle.

Join the Events Focus Group The Association’s Management Committee approves the budget each year to allow us to arrange these types of events and the Focus Group are members of the local community who help make it happen. If you would like to join the Events Focus Group, then please contact the office on 0141 763 1317 or e-mail [email protected] Help us Performance Improvement Network to help you! It is important that we have up-to-date and correct information about This report was designed by our Performance Improvement Network members you so that you have access to the right services. who gave consideration to what they felt would be of interest to you. This report complements the Scottish Housing Regulator’s findings from the Annual Return on If there have been any updates to your information or information the Charter (ARC) provided by all Registered Social Landlords (RSLs) for the financial about other members of your household (e.g. change of phone number year 2018/19. If you wish to compare us against other landlords, please visit www. or e-mail address or of household members) or any change in circum- scottishhousingregulator.gov.uk. stances (e.g. employment or income), please let us know. This will allow us to help you receive all the services that you are entitled to. The PIN members recognise that the Association is committed to continual Please contact us with any updates on 0141 763 1317 or e-mail info@tollcross- improvement and where we are not measuring up well, the PIN members help us ha.org.uk or you can use the contact us page on our website, find ways to help us improve our standards. If you think this group is something you would like to become involved in, we’d be delighted to hear from you. You can www.tollcross-ha.org.uk call for an informal chat on 0141 763 1317 or e-mail on [email protected].

TXHA AUTUMN 2019 Newsletter.indd 13 11/09/2019 11:53 TOLLCROSS HOUSING ASSOCIATION NEWSLETTER • WINTER 2015

What a PERFORMANCE Approved The Following statistical information has been reported to the Management Committee and is for Quarter 1 of the year 19/20 – 1st April to 30th June 2019.

Maintenance Housing Management Repairs & Gas Safety Our gross rent arrears at the start of the 1st Quarter was £204,413 which Target 19/20 18/19 17/18 represents 2.26% of the total rent due. You can see from the table below how 2019-20 Q1 Q1 Q1 Q1 this has been split. Arrears Target Actual Average length of time to complete Current Tenant Arrears 2% 1.25% emergency repairs 6 hrs 2.1 hours 2.2 hours 2 hours Former Tenant Arrears 1.5% 1.01% Total Arrears 3.5% 2.26% Average length of time to complete 3 days 2.3 days 2.3 days 2.3 days non-emergency repairs Voids & Re-Lets Non-emergency repairs completed Properties re-let so far this year 54 Right First Time 95% 97.1% 95% 95% Percentage of rental income lost so far this year due to un-let properties 0.70% Gas Safety Inspections completed 100% 100% 100% 100% Average number of days to repair & re-let within 12 month period a void property 20

Number of Repairs N/A 1275 1325 1365 Anti-Social Behaviour Number of Anti-Social complaints received 95 Average number of repairs per Number of Anti-Social complaints resolved occupied property N/A 0.6 0.6 0.5 in timescale 95 Emergency repairs completed within 6 hour target 100% 99.1% 99% 99.2% Evictions Evictions for Non payment of rent 2 Urgent repairs completed within 3 day target 100% 97% 96% 96% Evictions for anti-social behaviour 0 Total evictions to date 2 Routine repairs completed within Eviction is always a last resort for the Association and staff work hard 5 day target 98% 96.4% 96% 95% to help everyone that gets into difficulty with their rent. Tenants can access the Association’s Welfare Rights Officer and Tollcross Advice & Learning Centre for free advice and assistance. You can read more Governance & Corporate Services about our Welfare Rights service elsewhere in this edition of the Management Committee Details Tollcross Newsletter. Management Committee: 13 full members and 1 co-optee Audit & Business – Finance, Staffing, Risk, Business Planning INVESTIGATIONS Operations – Maintenance, Housing Management, Asset Management, Development There have been no investigations reported during quarter 1 of the financial year 19/20. Performance Improvement Network (Tenant Scrutiny) – Service review and improvement

COMPLAINTS Number Number No. of No. of % of Stage % of Stage For the period 1st April – 30th of of Stage 1 Stage 2 1 complaints 2 complaints June 2019 the following results Stage 1 Stage 2 Equalities Equalities responded to responded to were achieved: Complaints Complaints Complaints Complaints within target within target Housing Management 9 3 0 0 67% (6) 50% (2) Repairs & Maintenance 8 0 0 0 88% (7) NA Finance 1 1 0 0 100% (1) 100% (1) Corporate Services 1 0 0 0 100% (1) NA Development 0 0 0 0 NA NA Welfare Advice 0 0 0 0 NA NA Multiple 1 0 0 0 100% (1) NA Total 20 4 0 0 80% (16) 67% (3)

TXHA AUTUMN 2019 Newsletter.indd 14 11/09/2019 11:53 As a direct consequence of responding to complaints from our customers, we give you a list of actions we’ve taken within each edition of the Tollcross Newsletter. This edition shows you the actions taken during the first quarter between 1st April 2019 to 30th June 2019

You Said We did acknowledge that we had failed to forward your message onto we had not resonded to an e-mail you sent us the appropriate department and we have tightened up our internal procedures to avoid this happening again

we did not keep you up to date regarding your take account of your complaint and recognise it is good practice anti social complaint to keep complainants updated.

CONTINUAL IMPROVEMENT

We remain committed to continual improvement and when you tell us you have a complaint or are dissatisfied about something we’ve done or not done can we find ways to resolve this for you and make enhancements and adjustments to our service. If you have followed the Association’s Complaints procedure and are still dissatisfied with the outcome you can contact one of the following:

Complaints About Factoring Complaints about Care Service All Other Complaints INVESTIGATIONS After we have fully investigated your com- If your complaint relates to a care service After we have fully investigated your plaint, if you are still dissatisfied with our we provide you can choose whether to complaint, if you are still dissatisfied with decision or the way we dealt with your complain to us or the Care Inspectorate. our decision or the way we dealt with your There have been no investigations reported during complaint, you can ask the Housing and You can find out more about their com- complaint, you can ask the Scottish Public quarter 1 of the financial year 19/20. Property Chamber to look at it. plaints procedure or make a complaint by Services Ombudsman (SPSO) to look at it. They will try to resolve complaints and dis- contacting the Care Inspectorate: SPSO cannot normally look at: putes between home owners and property • A complaint that has not completed our factors, and you can contact them at: www.careinspectorate.com complaints procedure Housing and Property Chamber • Events that happened or that you became First-tier Tribunal for Scotland, Telephone: 0345 600 9527 aware of, more than a year ago 20 York Street, Glasgow G2 8GT Fax : 01382 207 289 • A matter that has been or is being Telephone: 0141 302 5900 considered in court Fax : 0141 302 5901 E-mail: [email protected] You can contact the SPSO: E-mail: HPCadmin@scotcourtstribunals. Scottish Public Services Ombudsman, gov.uk Bridgeside House, 99 McDonald Drive, Edinburgh, EH7 4NS Freephone: 0800 377 7330 Website: www.spso.org.uk

TXHA AUTUMN 2019 Newsletter.indd 15 11/09/2019 11:53 TOLLCROSSTOLLCROSS HOUSING HOUSING ASSOCIATION ASSOCIATION NEWSLETTER NEWSLETTER • • AWINTERUTUMN 20152019 School Achievement Awards

We are delighted to once again support our local schools to provide prizes for the year’s star pupils. This year’s star pupils were:

NAME OF SCHOOL NAME OF 2019 WINNER (S)

Cardinal Winning Kelvin Liu Quarrybrae Primary Amy McTurk St Michaels Primary Rahaf Mohammed St Pauls Primary Emily Manely & Steve Adeyemi Carmyle Primary Andrew Orr St Joachim’s Primary Ellie Greechan Wellshot Primary Jakub Kilimnik

Amy McTurk from Quarrybrae Primary collecting her award

CONGRATULATIONS TO THE

BIG DRAWWINNER Our Big Prize Draw winner this quarter is Charlene Mullan from Tollcross. Charlene said “This is fantastic! I couldn’t believe it as I’ve never won anything. Thanks to the Association”. Remember The Big Draw is open to all Tollcross Housing Association tenants that meet the qualifying criteria.

HOW TO QUALIFY • You should have no debts with the Association or you have a debt with us but you are sticking to a repayment agreement. • You have no anti-social behaviour issues with the Association. • You have provided access to your home when requested to do so by the Association.

If you meet this criteria then you will be in the draw every three months for a £300 prize! So if you’ve got any kind of arrear at present with the Association, why not talk to a member of staff and get a suitable repayment arrangement in place. That will get your name in the draw.

TXHA AUTUMN 2019 Newsletter.indd 16 11/09/2019 11:53 Freedom of Information: Only 2 months to go!

Freedom of Information (FOI) law will give you the right to receive information about the housing services we deliver to you as your landlord and will apply to us from 11 November 2019. To receive information, all you need to do is ask by making an FOI request. We must respond to you within 20 working days of receiving your request and, unless the information is exempt, we must disclose it to you. We may charge you a fee for providing you with this information. Your FOI request does not need to refer to FOI or explain why you want to access the information you have asked us for.

When making your request, please keep the following in mind: * Your request must be in writing or other permanent format so that we can refer to it in future. We are happy to accept requests by letter, e-mail or in audio format. If you prefer to visit the office to make a request, we will have blank FOI request forms available at reception, which staff can help you complete during your visit. If you are unable to visit the office or put your request in writing or other permanent format, we will accept requests by telephone – we will make a note of your request and read it back to you on the telephone to make sure we have understood it correctly. * Include your full name and address within the request so that we can respond to you with the information that you have asked us for. If you make your request by e-mail, please provide your e-mail address (you do not need to provide your post address). * Tell us what information you would like to access. It would be helpful for us if you could describe what you are looking for as clearly and briefly as possible so that we do not misunderstand your request and do not need to contact you for further clarification. This will allow us to respond to you quicker with more meaningful and relevant information. We would be happy to help you clarify what information you are looking for. This includes explaining what types of information we hold that might be relevant to what you want access to. * If you would like the information provided to you in a particular format e.g. electronic or paper format, please let us know in your request. If we think the format you have requested is reasonable, we will provide it in that format. If not, we will contact you to try and find an alternative way of providing the information to you.

Our Data Protection Officer, Daradjeet Jagpal, will assume the role of our Information Officer for FOI purposes and will work with us to ensure we are FOI ready come November. As part of this, Daradjeet will be involved in helping us: * Catalogue the information we hold to ensure we can handle and respond to FOI requests within the required timescales. * Prepare our publication scheme and guide to information, which sets out the information we publish and how it can be accessed. This could often mean you could access the information you are looking for more quickly and without having to make an FOI request to us e.g. via our website or by visiting the office. * Put in place the necessary FOI policies to ensure we comply and process requests in line with the law. * Deliver training so staff know how to recognise an FOI request and how it should be handled.

From 11 November 2019, you can send your request to anyone at Tollcross HA, including our Data Protection Officer, Daradjeet Jagpal. Daradjeet can be contacted by: e-mail at [email protected]; telephone on 07588 269 368; or writing to: The Data Protection Officer, Tollcross Housing Association Limited, 868 Tollcross Road, Glasgow, G32 8PF.

TXHA AUTUMN 2019 Newsletter.indd 17 11/09/2019 11:53 TOLLCROSSTOLLCROSS HOUSING HOUSING ASSOCIATION ASSOCIATION NEWSLETTER NEWSLETTER • • AWINTERUTUMN 20152019

What is Universal Credit? Universal Credit is administered by the Department for Work And Pension (DWP) and aims to make the welfare system simpler by replacing six benefits and tax credits with a single monthly payment.

Things you need to know if you are applying for Universal Credit • You now have to pay your rent to your Landlord, Tollcross • Your first payment can take up to six weeks to be processed Housing Association, as soon as you receive your Universal and this can be particularly hard for someone who is used Credit payment. In some circumstances, it may be possible to being paid every week or two weeks. It is important for the housing cost part of your Universal Credit to be paid you contact your Housing Officer straight away if you are direct to us. Please talk to your Housing Officer about the struggling with payments towards your rent. We may be able possibility of having your rent paid direct to help you budget. to help you. • Claims for Universal Credit can only be made online and you • If you are struggling you can also ask the DWP for an will need an email address before you make a claim. You will advance in benefit which you will then have to pay back. Your also manage your claim online. If you have a partner, your benefit will be reduced accordingly until this is paid back. partner will need their own email address. You will also need Other deductions may also be taken from your ongoing to have a bank account or a credit union account. benefit payment. • You will need to know your monthly rent when you are Get Advice so you don’t lose money applying for Universal Credit as this will be included in your award. Tollcross Advice & Learning Centre offer information & advice, can help you with digital skills and personal budgeting, • Universal Credit is paid monthly in arrears direct into your employability, online journal needed for Universal Credit bank account. Most people in work are paid monthly and pay claimants & housing. their rent and budget their household income themselves each month. You will be expected to apply for Universal Please drop in and see them at 84 Braidfauld Street, G32 8PS Credit online and keep an online journal. or telephone them on 0141 764 1234.

TXHA AUTUMN 2019 Newsletter.indd 18 11/09/2019 11:53 You have to apply online for I need to Universal Credit and you can apply for Universal wait up to 6 weeks to get Credit because I have paid. You can apply for an lost my job and I’m really Advance Payment though worried. Have you any but this is just a loan that idea how long it takes to you will need to pay back, get paid from Universal scary I know! To think that Credit and how often you will lose 6 weeks of I’ll get paid? income. Your money can be paid monthly or twice a month and you will be asked this when you apply. Once it does kick in remember you have to start paying back the Advance Payment.

Oh, I think I will need help to go online and speak with someone about how I survive with just an Advance Payment for 6 weeks, I’m worried now.

I’ve heard that the Advice & Learning Centre are really good, they can help you go on line and they will be able to point you in the right direction in regards to your benefits, they are at 84 Braidfauld Street across from Bayne’s Bakery

Thanks very much for that I’ll take a pop in. Now I need to sort You’ve out my rent and I’m really worried really put my about that too as obviously I don’t mind to rest with want to lose my flat. all this information, I was really worried but now I have a better understanding Your housing costs will be included in your Universal of what I have to do. Credit and you can have them paid in to your bank I feel much better account but to make things a whole lot simpler you now, thanks. can have it paid direct to Tollcross Housing Association which takes the worry away from you. Now your circumstances have changed you should just pop in to the Association’s Head Office and let them know your situation and they will help where they can.

tollcross cartoon strip.indd 1 11/09/2019 11:52

TXHA AUTUMN 2019 Newsletter.indd 19 11/09/2019 11:53 Membership of the Association

As a community based organisation we recognise the benefits of having a wide-ranging membership from the community and especially from our own tenants. We will actively encourage membership from our existing tenants, new tenants and other customers. If you are 16 years of age or over, are willing to support the work of the Association and either live in the local area or have specific skills or expertise you’d like to share with us, then the Association would like to hear from you. For a one-off £1.00 payment you could become a member (Shareholder) of the Association. This assures you of a personal invitation to our Annual General Meetings, the ability to stand or vote for members of the Management Committee (if you are aged over 18 years) and as such truly have a say in how the Association is run for the community. Please complete the form if you’d like to join the Association and hand it and your £1.00 fee to the office.

I wish to become a member of Tollcross Housing Association Limited

I confirm the following (Please tick one box): Mr/Miss/Mrs/Ms* (please delete) I am the tenant, or joint tenant of a Tollcross Housing property, or First Name

I am a member of a tenant, or joint tenant’s household Surname aged over 16 years of age, or Full Address I am a resident with an interest in the Tollcross area, aged over 16 years of age, or

I am an individual with particular skills or experience detailed Flat position (if applicable) Occupation and details of relevant skills or experience: Postcode

Please return to: I enclose £1.00 for my Share Certificate. The Secretary, Tollcross Housing Association Limited In signing this membership form, I understand and agree that 868 Tollcross Road, Glasgow, G32 8PF my details will be recorded in a public Register, which is kept according to the Rules of Tollcross Housing Association Signature: ______

Date: ______

868 Tollcross Road, Glasgow G32 8PF Tel 0141 763 1317 Email [email protected] www.tollcross-ha.org.uk FOR OUT OF HOURS EMERGENCIES CALL 0141 763 1317 or 0345 6044 686 Honorary President: Bill Dougan Property Factor Registered No PF000261 Registered with the Scottish Housing Regulator registration No. 197 and with the Financial Conduct Authority as a registered society under the Co-operative and Community Benefit Societies Act 2014 – Registration No. 1798RS. Tollcross Housing Association Limited is a Registered Scottish Charity, No SC040876

Do you need information in a larger font/different language? Please contact us and let us know.

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