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Film Making Masterclass As Schools Baton Arrives

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Film Making Masterclass As Schools Baton Arrives ISSUE 39 FILM MAKING MASTERCLASS AS SCHOOLS BATON ARRIVES T’S not every day someone who has just tuk to transport the baton dancing with a Gay Gordons completed a movie with George Clooney visits to Chirnsyde Primary. before everyone waved IKeppoch Campus but that’s exactly what The Schools’ Baton off the Schools Baton on its happened when Danny McGrath called in. arrived at Keppoch next journey by Tuk Tuk to The film director was there to run a movie making Campus accompanied Chirnsyde. masterclass with the children using iPads provided by a piper, a loch ness Robert Tamburrini, CEO by ng homes and the Celtic Foundation. monster and a sea of of ng homes, thoroughly Danny was delighted to show the children how flags and faces. enjoyed the event and said: to shoot and then edit their movies. He gave them A message from “The children were all superb. some tips on how to film their big event later in the Lord Provost Sadie They sang their hearts out, the day, when Saracen Primary received the schools Docherty was read by dancers were excellent baton. Head Teacher Evelyn too. I’m really looking The Schools Baton Relay was launched just Gibson. forward to seeing the after the Queen’s Baton left Glasgow to tour the The Glasgow Song movies they made of Commonwealth countries before returning for the was sung by primary the day on their iPads.” opening of the Games next year. 4-7 children, followed Patricia Ferguson, At the same time, the Schools Baton will be by Sri Lankan dancing MSP for Springburn transferred around schools in Glasgow. and a fashion show thanks to and Maryhill, said: Glasgow Lord Provost Sadie Docherty started the the members of the Maryhill “I was delighted to relay by presenting the specially designed baton to Integration Network. see Saracen Primary pupils from Balornock Primary. All children on the Campus receive the School’s Over the next ten months it will travel over 200 sang The Sri Lankan Song with Baton at Keppoch miles and schools taking part devise their own ways musical accompaniment and Campus. The pupils of transporting the baton to its next stop. then nursery children gave a are all wonderfully They are also ‘twinned’ with the country the rousing rendition of “Donald talented and it was Queen’s Baton visits at the same time. Where’s Your Troosers”. quite an experience Saracen Primary was twinned with Sri Lanka for Saracen Primary 5/6 pupils to see a tuk tuk in the Baton Relay and organised a Sri Lankan style tuk demonstrated their Scottish Possilpark.” Green Gala Mascot Clyde at Pictures Special Springburn Leisure Page 4 Centre Page 15 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 ng homes complaints procedure How are we performing? ng homes aims to provide high well in and it also lets us see where quality housing and excellent there is room for improvement. ng homes aims to provide a first class service to It will also help us identify where and when our MAKING A COMPLAINT services to our customers. To make At the end of March this year all of our customers and we value your feedback. services aren’t meeting the needs of our customers. If you would like to make a complaint you can do sure we are doing this one of the ng homes remains the 7th largest We recognise that from time to time some things The way we handle complaints now is different so in the following ways: ways we measure our performance housing association in Scotland with can go wrong. When this happens we want to for a number of reasons: Email: [email protected] is against other housing 5,434 houses in ownership (2% of know about it so we can rectify matters and • You can make a complaint more easily – it Telephone: 0141 560 6000 associations. Scottish total). improve our service. By doing this we get a good Below are some key indicators on doesn’t have to be made in writing Online: www.nghomes.net/complaints We have a new Complaints Handling Procedure • There are only two stages and each stage indication of areas that we are doing how we are performing: Post/Visit: which was developed by the Scottish Public has a timescale so you know when your Ned Donaldson House, 50 Reidhouse Street, Services Ombudsman in partnership with the complaint will be resolved - 5 working days ng homes’ Performance for Last Year (2012/13) housing sector. You can pick up a copy of a guide for Stage 1 (front line resolution) complaints ; Springburn, Glasgow, G21 4LS Kenna Rossine House, 252 Saracen Street, Average for all to our complaints procedure at our offices or phone and 20 working days for Stage 2 (unresolved ng homes’ Scottish housing at Stage 1 or complex) Possilpark, Glasgow, G22 5LF performance AGM 2013 us and ask us to send you one out. associations The new procedure will help make it easier for • Complaints will be recorded and we will you to get your concerns resolved more quickly. report back to customers on our performance % rent increase last year 3.8% 4.8% and what we have learned % total rent lost due to properties 0.1% 1.0% QUICK GUIDE TO OUR CUSTOMER COMPLAINTS PROCEDURE should first report it to us. If you have told us HOW ARE WE DOING? being empty nother successful year was the main message from all about it but we have not resolved it, you can For the 6 month period April to September 2013 speakers at the Annual General Meeting, held in the Ron report it directly to the SHR. ng homes received 70 complaints of which 69 Average days to let a house 6 days 29 days A Davey Enterprise Centre, Springburn. You can ask us for more information about were upheld. John Fury, Chairperson, presided over a large attendance of significant performance failures by contacting Our Management Board receives Target timescale for completing 24 hours 9 hours members and highlighted some of the key achievements from a STAGE 1: emergency repairs COMPLAINTS one of our offices. The SHR also has more information about complaints performance, comprehensive report from the Board of Management. PROCEDURE FRONTLINE RESOLUTION information on their website: and monitors the actions that ng homes is % emergency repairs completed He said great pride and encouragement should be taken You can make your complaint in Complaints performance April to in target timescale 96.7% 93.8% person, by phone, by e-mail or in We will always try to resolve your www.scottishhousingregulator.gov.uk taking to improveSeptember our policies and 2013 services to from winning the Chartered Institute of Housing’s Excellence in writing. complaint quickly, within 5 working tenants, factored owners and other customers Average timescale for completing Regeneration award. days if we can. Complaints performance April to 3 days 7 days We have a two-stage complaints CARE COMPLAINTS in response to complaints received. non emergency repairs John said the establishment of ng2 had made a tremendous procedure. We will always try to deal If you are dissatisfied with our 27% with your complaint quickly. If it is clear If your complaint relates to a care service we Complaints September performance 2013 resolved April within to impact on the community and had created over 60 new jobs and response, you can ask us to Complaints performance % of houses meeting Scottish that the matter will need a detailed consider your complaint at Stage 2. provide, you can choose whether to complain target 4mescale 99.4% 86.4% set many young people on a career path. investigation, we will tell you and keep September 2013 Housing Quality Standard April to September 2013 resolvesd outwith you updated on our progress. to us or the Care Inspectorate direct. If you 27% resolved within The next item he highlighted was the Food for Thought project, target 4mescale target 4mescale complain to us and are dissatisfied after Stage 2 73% With so much going on again this year which recently was awarded funding from the Big Lottery. 27% resolved within you can ask the Care Inspectorate to look at it. resolvesd outwith at ng homes it would be easy to fill North It will provide family and community workshops with a focus on target 4mescale You can contact the Care Inspectorate: target 4mescale News with a review of the year. ‘meet and eat’ and ‘cook and share’. 73% resolvesd resolved outwith Telephone: 0845 600 9527 target 4mescale Instead, we’ve picked out two of the There will be community lunches and workshops on healthy Email: [email protected] 73% highlights that we are particularly proud of. eating on a budget and this will support people suffering severe Website: www.scswus.com Subject of complaints The first was when we received an hardship through the provision of a food bank plus enhanced STAGE 2: award for Excellence in Regeneration from starter packs to include clothes and furniture. INVESTIGATION WHAT IF YOU ARE STILL DISSATISFIED? 21% Subjects of complaints the Scottish Government and the Chartered The third focus was on tenants affected by Welfare Reform, We will look at your complaint at this Subject of 29% complaints repairs SCOTTISH PUBLIC stage if you are dissatisfied with our If you are a tenant and you are not satisfied with Institute of Housing. particularly those facing problems as a result of the ‘bedroom tax’. SERVICES OMBUDSMAN response at Stage 1.
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