ISSUE 42 National Good Practice award for ng homes in Developing Communities ng homes were presented with a community investigations and housing but it National Good Practice award for supported activities. doesn’t end there Developing Communities at the The community is at the heart of - when we give TPAS Scotland Annual Conference. all ng homes’ activity programmes someone a set of The award recognises teams that which also include recycling events, keys, our view is work together to improve or build film nights and developing growing to make a house up a range of community activities spaces. A regular group of older a home and and housing options in Scotland. It people from across the community to create great also takes into account teams who come together to plan activities for communities for empower individuals and groups the Cultural Programme and plan people to live in.” as well as those that help the ways to get more people involved. Margaret environment, locally or on a wider The Food for Thought programme Layden, ng homes scale. was also designed, and is delivered, Regeneration The judges were impressed with with the support of the community Manager, said: As well as rewarding excellence the range of activities and services and they initiated ‘Meet and Eat’ “This award is testimony to the hard the TPAS Scotland awards also ng homes Housing and Regeneration community meals. work of our board and staff and all showcase successful or innovative staff deliver across North Glasgow Community consultations held the volunteers that help us deliver our ways of working and helping others from Resident Focus Groups, Area during ‘pop-up events’ supported the services across North Glasgow. Well to learn from and replicate best Committees, ng Green Champions, development of Sports and Football done everyone!” practice. the Cultural Activity Programme, Programmes with local people Lesley Baird, TPAS Scotland’s Also nominated in ng homes Listening surveys with Schools, Link trained up to deliver activities. Chief Executive, said: “ng homes’ category were Albyn Housing Society Up groups, the Chancers and the John Fury, Chairperson of ng uniqueness is the way they provide & Partners, Link Housing Association, Inner Circle, ng homes Volunteers homes, said: “We are absolutely additional benefits, not just housing Shettleston Housing Association, and the Activate programme where thrilled to have won this award. Our services, and connect people of all North Ayrshire Council and the 64 participants have undertaken core business is to provide affordable ages and backgrounds.” Wheatley Group. Television weatherman Sean Batty and the Osmania dancers were among the guests at our Tenants Conference 2014. The event was hailed as our ‘best ever’. Sean hosted a quiz for tenants and dance group Osmania from Saracen Primary School thrilled everyone with their routines. For full stories and more pictures see page 6. Rocks coach Sterling Mary’s Birthday helps Greg with boost for Marie sporting action, Page 8 Curie, Page 12 LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST LIVE LEARN WORK VISIT INVEST Email: [email protected] Telephone: 0141 560 6000 Comments, Online: www.nghomes.net Benefit not Post/Visit: & Complaints Ned Donaldson House, 50 a life choice, Reidhouse Street, Springburn, ng homes recognise that from time Glasgow, G21 4LS BY NIALL ALEXANDER, to time some things can go wrong Saracen House, 139 Saracen Street, part 2 Financial Inclusion & Affordable Credit Consultant and our aim is to rectify matters and Possilpark, Glasgow, G22 5AZ Many interviewees chose not to use improve our service. HOW ARE WE DOING? I have worked in the field of affordable credit for years. Much of public transport to save a few pounds, Our Complaints Handling From April 2014 to September 2014, my work involves interviewing people instead planning and accounting for their Procedure was developed by the ng homes received 70 complaints. Of about their credit use; customers’ of income and expenditure in great detail. Scottish Public Services Ombudsman those, 57 were at Stage 1 (frontline) Provident Financial, Cheque Centre Many made choices of fixed cost in partnership with the housing sector. and 13 at Stage 2 (serious/complex and a range of catalogues. fuel payments either fuel card or pay- A copy of our complaints or unresolved at Stage 1). procedure is available on our website In April I was commissioned to speak as-you-go and made similar choices Our Management Board receives to 30 Glasgow citizens, whose income on mobile phones and internet usage. and at our offices or you can phone information about complaints us and ask us to send you one out. was wholly derived from welfare benefits. A majority were aware that per unit, performance, and monitors the actions People were candid. One woman MAKING A COMPLAINT per therm or per minute they were that ng homes is taking to improve reckoned she was £30 a week worse paying more than their non-fixed If you would like to make a complaint our policies and services to tenants, off. She walks most places to save fares. cost alternative but these were active you can do so in the following ways: factored owners and other customers She’s switched her main shopping from choices as fixed costs were preferable in response to complaints received. Tesco to Lidl. Gas used to cost her £8 a to variable billed costs. Similar choices week, then £10 and now £12. were made for credit. Complaints Performance APRIL TO SEPTEMBER 2014 Some could teach me and others a For most people their lives were thing or two about budgeting, shopping narrowly contained in a few nearby Housing Services Investment wisely, making a small income stretch, streets or neighbourhoods. Television Service Area... Repairs conscious of the costs of a shower or a and smoking were primarily cited as full load of washing. both entertainment and stress relieving 3% One told me: “I get into a habit with distractions. The overwhelming majority the budget, Morrison’s for food deals, had few distractions, rarely eating out, or 43% 41% freezer bags, 1lb stew, slow cooker, socialising. Affordability was always the Factoring freeze half, mince and tatties, curry, factor. Life on benefit is no easy street. 13% freeze some of it, include milk, cereal, multi packs of crisps (for the kids). Between Morrisons, Farmfoods and AVOID RIP OFF RATE – B&M probably £25. USE A CREDIT UNION Resolved “If I can save a pound somewhere Christmas and holidays are within target expensive but you can avoid high Performance v Target timescale I’ll save it. I pay £25 on the electric, £5 Timescales... 73% of that is debt (repayment) and £2.50 is interest loans by joining a credit the meter rental. I put an extra jumper union. Resolved if it’s cold, unless the kids are around. Thousands of people in Scotland outwith target 27% timescale I know what it costs, 60p for a shower, pay just a pound or two a week into £1.20 for a washing. More regularly their local credit union but when it all than not my power runs out.” adds up its millions of pounds! Credit unions lend over £17Million to people across Scotland, and their Landlord Performance Report biggest presence is in Glasgow, where Delivered to ng homes tenants one in five people is a credit union Landlord member. Ethical, professional and report 2014 Our Landlord report which highlights safe, your quid or two quid a week is our performance over the past 12 as important to them as it is to you. months has been issued to all of Pollok Credit Union is one of the our tenants. The document is a biggest credit unions in Glasgow requirement of the Scottish Social and, as part of a partnership with ng Housing Charter which sets the Over the years ng homes have homes, has an office at 264 Saracen developed many ways to listen to standards and outcomes that all Street. Already one thousand people Housing Associations should aim to customers views including satisfaction in North Glasgow have joined PCU achieve when providing services to its surveys, newsletters, our website, social and are keeping their wages or tenants. media, public meetings and community In addition to the service Scotcash provide The Landlord Report contains detailed events. in Springburn with Tricia Will, customers benefits safe, setting aside small information and measures ng homes Feel free to provide us with any can now visit professional Loans Officer amounts in savings, and borrowing at Julie Spence in Saracen House, Possilpark performance. feedback on the report by contacting on Thursdays and Fridays. To make an rates that don’t hurt. To download a copy of the Landlord your local office or you can e-mail us at: appointment for either office please ask a It’s easy to join and just one visit Report go to www.nghomes.net [email protected] member of staff at reception desks or call ought to sort you out. The office is Scotcash on 0141 276 0525 open from 10am to 3pm Monday to It’s easy to focus on pleasing your Compare our rates: Friday. children with the latest Christmas gadget £400 over 32 weeks Scotcash Provident PCU can help with all of your and not realise how much you might have Borrow £400 £400 financial needs. Loans from as little to pay back when borrowing from a “High Cost” or “Pay Day” lender. Admin Fee £24.00 - as £50 to see you right; a £230 loan, Scotcash have onsite Money Advisers Total APR 96.75%* 399.7%** will cost you less than £10 a week, Affordable Finance for Christmas who can advise you of what to look out for Total Repayable £486.72 £640.00 for 26 weeks.