Tenant Satisfaction Survey Results...... p2 Rent Consultation & Regulatory Framework...... p4 AGM Highlights...... p5 Tenant Panel Tour...... p7 Financial Inclusion Update...... p9 Frost & Fire – Keeping Safe...... p11 WINTER 2019 NEWSLETTER 80 Prize Quiz...... p12

Season’sWe look forwardGreetings to On behalf of everyone at Shire, I would like to wish you all a Merry continuing to embrace this work in the year Christmas and Happy New Year. ahead. 2019 was a very productive year for us, delivering I would also like to take our ambitious home improvement programme, this time to thank the helping our tenants to sustain successful tenancies Management Board, and continuing to make a positive impact in our who have continued to communities. We continued to transform the develop their skills and Association to deliver our Business Plan Vision of expertise to take the Great Homes, Great People, Vibrant Communities. Association forward. Our progress was recognised earlier this year at 2020 promises to the 2019 Ayrshire Business Awards. We were be another challenging and exciting year for the short-listed as finalists for the Developing Young Association. Workforce Award in recognition of the excellent work and commitment of the staff team working Best Wishes with local schools and young people to develop their business and community engagement skills. Lorne Campbell

Office Closure over Christmas and New Year The office will close at 4.45 pm on • For all other Emergency Repairs: Monday 23rd December 2019 and reopens MPS: 0330 678 1247 on Monday 6th January 2020. The following numbers may also be of use during the festive period. If you require an emergency repair, please use one of the following numbers; • For gas escapes: Transco: 0800 111 999 • For all emergency Gas Heating Repairs: • Electrical supply faults: Saltire: 0330 202 0444 Scottish Power: 0800 0929 290 • Burst water mains: Scottish Water: 0800 7310840 Newsletter of Shire Housing Association Limited, House, Netherthird, , KA18 3DB T: 01290 421130 E: [email protected] W: www.shirehousing.co.uk facebook.com/shirehousing

SHIRE HOUSING ASSOCIATION LIMITED IS A REGISTERED CHARITY NO SC038664 Find us on Twitter: @shire_HA Tenant Satisfaction Survey Results We value your views about the services satisfied overall. More importantly, the you receive to help us to identify where results provide valuable feedback on services can improve. We commissioned where services need to improve. Research Resource to carry out our A summary of the headline results are noted below. three- year Independent Satisfaction We report these to the Scottish Housing Regulator Survey of Tenants. We would like to say as part of Annual Return on the Charter (ARC). The a huge thank you to all 385 tenants who Regulator uses the results to monitor and compare performance of all Registered Social Landlords in took part in a face-to-face interview. Scotland. This means we have reliable results from 40% of tenants. The results show a high The full survey results are available on our website. level of satisfaction, with 92% of tenants Headline Results Charter Indicators reported to the Scottish Housing 2019 Scottish 2016 2013 Regulator Average 2018-19 Overall satisfaction with the service provided by 92% 90% 96% 93% Shire Housing Association.  How good the Association is at keeping you 99% 92%  99% 98% informed about their services and decisions? How satisfied you are with the opportunities given  to you to participate in Shire’s decision making 99% 87% 100% 94% process? Overall, how satisfied re you with the quality of your 95% 88%  84% 92% home? To what extent do you think your rent represents 93% 83%  85% 58% value for money? How satisfied were you with the repairs and 93% 92%  91% 91% maintenance service provided by Shire? How satisfied are you with Shire’s management of 97% 88%  95% 96% the neighbourhood you live in? How easy do you find it to afford rent payments? 71% -  92% 76%

Quality of your home Value for Money 95% of tenants are satisfied with the quality 93% of our tenants feel their rent represents of their home, up from 84% in 2016. This is good value for money, up from 85% in 2016. reflective of almost £2.3million spent on home Analysis shows that your top 3 areas when improvements over the last 3 years. determining value for money are; a good repair service, your home is well-maintained and great customer service. This will allow us to continue to focus on delivering great services in these areas.

2 Shire News Winter 2019 Areas for Improvement; Overall satisfaction – this dropped to 92% from to combat fuel poverty in our communities and 96% in 2016. When we analyse why, we see the continue to minimise the level of future rent inconvenience and disturbance of our re-wire increases. programme has influenced this downward trend. Continue to Invest in Home Improvements – We What we will do – Customer Service Staff will take wanted to know what you regarded as your top 3 the lead and visit each tenant before work starts to home improvements. The top priority was for new help manage the individual needs and expectations kitchens (20%), followed by new bathrooms (13%) of tenants. We will continue to use feedback to and windows (13%). improve how we deliver intrusive works to ensure we What we will do – Continue to invest in our continue to keep your home safe & well-maintained. properties and balance how we invest in your Easy to afford rent payment - The proportion of homes to ensure we comply with current quality tenants finding their rent payments affordable fell to standards. We hope to balance the requirement 71% from 92% in 2016. When we look at why, we see to ensure your home is well-maintained as well as an increase in tenants depending on benefit help meet your aspirational improvements. to meet rent costs, a rise of 7% from 2016 with 14% If you have any questions or would like to provide of tenants having chosen at some point not to heat feedback, please send this to: their homes because they were unable to afford it. Shire Housing Association Limited, What we will do – Target our financial inclusion Netherthird House, Cumnock, Ayrshire, KA18 3DB services to tenants who are struggling to pay rent or access the benefits they are entitled to. Email: [email protected] Continue with referrals to Citrus Energy and other Tel: 01290 421130 energy agencies to provide advice and assistance

Meet Your Customer Services Officer

Your Customer Our Customer Services Officers look after specific areas and we have highlighted Services Officer is these below to help you to identify the best person to help you: here to help you with any problems or queries you may have. They are your first point of contact for: • Paying your rent • Debt Recovery • Housing matters, including applying for a Wendy Torrance – Grace Scott – Ann Black – new house 01290 428009 01290 428010 Senior Customer Service • Tenancy or Estate • • Craigens Officer Management matters • • • Assistance with our • Cumnock • Irvine Valley home improvement • • Patna programme • Logan • • Customer Engagement • Netherthrid

Shire News Winter 2019 3 New Regulatory Framework- Assurance Statement The Scottish Housing standards. From 2019 all submitted our first Assurance Regulator protects the social housing providers Statement in October 2019. The process has helped us to interests of people in have to submit an identify some areas for business Scotland who receive annual Assurance improvement, and we have the services of social Statement confirming developed an Action Plan to landlords like Shire that they meet the implement these. A copy of our Housing Association. To requirements of the Assurance Statement can be found on our website: ensure we deliver high Regulatory Framework. www.shirehousing.co.uk and quality services and Following a detailed review more information is also are well run they have of appropriate evidence, the available at the Scottish Housing developed a Regulatory Management Board determined Regulator’s website: www. Framework with seven that we do comply with the housingregulator.gov.scot. Regulatory Framework, and we Save the Date and Have Your Say – 2020-21 Rent Proposal and Home Improvement Programme Consultation

Consultation runs from 9th December Drop-In Events 2019 through to 17th January 2020. , Galston, Areas Please let us know what you think of Date: Thursday 9th January 2020 our plans. Time: 2pm – 4pm Make your view count! Your feedback on what you Location: DOT CVO Community Room, Newmilns think of the proposals is important. It helps to inform the rent level for the coming year to keep Netherthird & Cumnock Areas rents affordable and deliver the services and home Date: Monday 13th January 2020 improvements you want. It could not be easier to Time: 4pm – 6pm have your say; Location: Netherthird Community Centre • Complete the free online survey Doon Valley Area • Return the questionnaire at the back of the Date: Wednesday 15th January 2020 consultation pack Time: 1pm – 3pm • Email us at [email protected] Location: Patna Community Centre • Telephone or visit the office and speak to our staff Tenants responding will be automatically entered • Come along to one of the drop-in events in your into the Prize Draw to win: £50 RAD Voucher, area. Amazon Fire and £25 Marks and Spencer Voucher. Prizes have been kindly donated by our contractors.

4 Shire News Winter 2019 Our 2019 AGM Highlights Shire Housing celebrated another The AGM showcased partnership work with successful year at our Annual General Doon Academy secondary school, Being There Media and the Ayrshire Chamber of Commerce Meeting. Lorne Campbell, the Developing Young Workforce initiative. The project Association’s Chairperson, outlined involved pupils creating a marketing video about the continued transformation of the the Association’s housing stock and the village of Association in meeting its Business , Dalmellington. Vision of “Great Homes, Great The videos can be viewed at People, Vibrant Communities”. The https://youtu.be/EKP-cDS2hyc achievements in 2018/19 included: https://youtu.be/ViZERXBCxrE • The completion of a staff restructure, creating The AGM confirmed the re-election of Hugh Carr, 5 new posts and making changes to a number Laura Murphy, Alexander Rae and Ross Morris to of other job descriptions to support the the Management Board. Stuart Murray joined the Association’s Business Plan; Board as a full member having been co-opted in • Winning the Ayrshire Chamber of Commerce January 2019. Members thanked Terry Bardell for Excellence in Customer Service Award, and being her contribution as she stepped down from the a finalist in the Business Excellence Ayrshire Management Board at the AGM. Award; We would like to convey our thanks to our • Innovative partnership work with a number of contractors for the generous donations for the prize secondary schools, and the wider draw. community. Lorne stated: “2018/19 saw the Association deliver great services and strengthen partnership working with our communities. Whilst we still face significant challenges across many of our communities, we are confident we will meet these challenges in 2019/20 and beyond”.

Ayrshire Energy Daylight Reports Windows

Shire News Winter 2019 5 Winners of the Greatest Gardening and Growing Competition 2019

This year our annual garden Best Back/Side Garden competition was transformed • Winner: Ms Paton of Patna who won a £50 voucher to include a range of brand-new • Runner Up: Mr Murdoch of Dalmellington who categories, with an overall best won a £50 voucher in show prize up for grabs too! As Best Window Box, Tub or Hanging Basket well as the additional categories, • Mr Reid of Mauchline who won a £50 voucher we welcomed for the first time a guest judge from our open space Best Communal Garden • The Knowe Community Garden in Auchinleck maintenance contractor, Tivoli. The who won a £50 voucher revamped competition attracted a number of fantastic, high quality Overall Best in Show • Mr Paterson of New Cumnock also received entries, making our judging panel’s 2 tickets to the beautiful gardens at Culzean decision a very tough one! After Castle. much deliberation, we have pleasure in confirming the winners… We would like to take this opportunity to thank Best Front Garden everyone who participated this year and we hope • Winner: Mr Paterson of New Cumnock who to see you enter again. We really appreciate the won a £50 voucher effort our tenants put into their gardens and their • Runner Up: Mrs Shirkie of Netherthird who contribution towards making their communities won a £30 voucher attractive and vibrant places to live!

6 Shire News Winter 2019 Tenant Panel – On Tour! In October, the Tenant House. The tour bus was full Panel hit route 76 for of tenants and staff, with plenty of chocolates and Would you like to become a a whistle-stop tour of good conversations making it a tenant panel member? Want a our communities across memorable day. It was a great say on doing the right things and East Ayrshire. way for tenants to experience doing them right? If so, why not This was a great learning the different areas over our vast give us a call and have a chat. area. experience, strengthening their Or better still, hear from a couple understanding of the different We only completed half of of our lovely members on their house types and communities the tour, so round 2 will be experience of being part of the from Bellsbank to Westgate scheduled early in the new year. panel:

“Hi! I’m Ann, I was invited to a meeting with Shire “What I like about Shire? I was given my house to discuss the regeneration of our homes “I was from the homeless list it was six weeks wait. Once hooked”. I volunteered to be involved in the process. my daughter and myself saw it we loved it, all of At the time, I was not sure if I would be lucky this house just for me. It had the biggest kitchen. enough to be selected to be a tenant of the new I even had a downstairs toilet, two bedrooms, build homes. I was involved in the design process, bathroom upstairs all for me. included in the discussions on all aspects. I helped This house became my home, my first ever happy, select from the choices shown on kitchen framings. safe home, my neighbours became friends. Was even taken on a tour of properties in other Everyone at Shire was fantastic, friendly, they areas of new builds already finished, to give us an became more like friends, everyone on first name idea of what our future homes would look like when terms, you can have a laugh with them all. I completed. This process took approximately 2 years. started going to a meeting just to get me out of the I have now been the tenant of my new build home house and I enjoyed it, so I kept going to them. for 14 years. I like going to meet new people, lovely people. I I’m still involved, all it costs me is a couple of phone a taxi going to and from whichever venue hours of my time. A few times a year. Shire provide we are going to, we have a laugh we talk to each transport, from home and back. I get to meet fellow other about lots of things and we learn about Shire tenants from other areas. Also, with a lovely lunch homes what’s going on, what we can do that could thrown in, a good blether and fed to boot. What else make shires homes better, not really, they are very could you ask for! The staff are so friendly, I also caring, friendly, helpful (even the workmen) and feel like that they are always pleased to see me. So, very good at what they do. give it a try, there is no commitment involved. Only a couple of hours of your time, a few times per My world became better from getting my home to year where you can have a say in how your home is the present. Would I move out, no way. managed by Shire.” Thank you Shire Homes.”

Shire News Winter 2019 7 Netherthird Celebrate 70TH BIRTHDAYin Style! We were delighted to continue to support Netherthird Community Council and get involved with the celebrations. Some highlights of a fantastic day of celebration; The Good Dog event with nearly 20 gorgeous pooches taking part for a range of certificates and prizes – we partnered with Adoptapaws. Check out the pictures at; https://www.facebook.com/search/ top/?q=adoptapaws&epa=SEARCH_BOX Adoptapaws is a fantastic local charity rescuing dogs from abroad to help find forever homes here in Scotland and the rest of the UK. The Netherthird Community Mosaic is a Engagement Round-Up fantastic community project that we are Shire have been busy bees this year working in our working in partnership with Netherthird communities across East Ayrshire Community Council, Netherthird Primary, • 27 local schools’ events local academies and partners across East • 40 stakeholder and partner meetings and forums Ayrshire. We are also waiting on the outcome attended, so that we can do more together to of a recent funding application from the support our fantastic communities National Lottery! • 20 projects either delivered, underway or about to The Netherthird Time Capsule is being launch across our communities prepared for burial …..shhhhhhh, we will keep • 5 Tenant Panel Get Togethers and various you posted but it’s a BIG secret where it will consultations, repairs road shows, customer be buried!! excellence events and our AGM! Cyclical Gutter Cleaning – On Hold Earlier this year, we asked As a result, we are not going ahead rounds but may not spot local contractors to tender with a rolling programme of gutter everything. So, if you notice any cleaning. Instead, we will instruct signs that your gutters need for a rolling programme gutter cleaning on a reactive attention, just give us a ring. to clean gutters across basis, as and when required. This Here are some signs of gutters all our stock. We received means that, in the long term, we needing attention: reduce costs, keep rents fair and priced bids from 3 • Water is spilling over the sides contractors, all of which affordable, and continue to keep your home in great condition. • Sagging gutters were significantly higher • Staining on your roughcast than market costs and did Our Customer Service Staff are on • Plant growth not represent value for the look-out for the signs when money. they do estate management

8 Shire News Winter 2019 Financial Inclusion Update The 2019 Tenant Satisfaction Extra help from the Warm Survey results told us you Home Discount Scheme want to hear more about If you’re struggling with your energy costs, you might be tenants we have helped. able to get a £140 discount on your electricity account from the Warm Home Discount Scheme. Contact your electricity supplier to register for this saving or contact us and we will Here’s a real story... help you. An elderly couple were paying full rent and living on their individual State Pensions. Their Mission Christmas Appeal health had deteriorated Our Cash for Kids grant application has once again been so assistance was given successful, so we will be out and about across the estates in to apply for additional December delivering gift vouchers to 50 deserving children. disability and income Thanks to the generosity of our contractors, management related benefits. As a board and staff, we will also be donating toys and gifts to result, they were better off Cash for Kids and East Ayrshire Young Carers. by £363.40 per week. If you would like any advice Foodbank Donations or a full benefit check Our Management Board and staff are donating to the local carried out, please contact foodbank again this year. This will be the 4th year that we Diane or Leanne on 01290 have supported this worthwhile charity. 421130. Developing The Young Workforce As part of our commitment to developing the young workforce, we recently welcomed Jenna Croasdale to our team. Jenna is now working towards a Modern Apprenticeship in Business Administration, gaining meaningful work experience in a customer service environment. Jenna is settling in well and developing good customer service and administrative skills. We also hosted Anna on work experience from Cumnock Academy. Anna worked with both our Customer and Corporate Services Teams, gaining insight into the Housing Sector.

Shire News Winter 2019 9 earmarked for Energy Grant We are delighted to receive an The work will involve an External Wall Insulation award of £60,000 from the Scottish upgrade and new electric Air Source Heat Pumps Government Decarbonisation heating systems. Fund for 2020-21. This will help We hope to get the first phase of work underway early next year to install external insulation. Our improve the energy efficiency of contractor, AC Whyte & Co Ltd, recently completed our 5 properties in Rankinston and phase 1 of the project in Mauchline, below. These reduce fuel costs to help meet the measures will help to insulate homes, make them Energy Efficiency Standards for Social warmer and more cost effective to heat. Housing (EESSH).

Winner Winner! Congratulations to Ms Miss Burns of Craigens You Tabor of Craigens, who who picked number 96, too th could be in with a was the winner of our therefore the 96 survey chance of winning £25 worth quarterly customer returned to us was the of vouchers for a shop of your satisfaction survey winner. Ms Tabor was choice! All you need to do is prize draw. The winning delighted to receive £25 complete your repairs survey and survey was chosen by worth of Asda vouchers. return it to us in the pre-paid envelope provided. Good Luck!

10 Shire News Winter 2019 Frost & Fire – Keeping safe this Winter Do you know where your main stop heat is applied. A hairdryer can be used to heat up valve is to turn off the water if you have frozen pipes, but take care, the pipe may burst as it thaws and spray water. Thaw the pipe at the end a burst? If you don’t, call us and we’ll nearest the tap first. arrange for someone to pop in and show • Don’t switch on water filled heating appliances you where it is. including boilers and immersion heaters until you’re sure the system has thawed out. Protect Your Home • Protect your possessions - if you think a pipe • Keep your home as warm as you can. might burst move everything around it to protect • Try not to leave taps dripping as this can lead to your contents or belongings from water damage. frozen waste pipes. • If you notice any uninsulated pipes, let us know Prevent Fire and we’ll get them insulated. • Check your Christmas lights carry the British Safety • If you are going away over the winter, tell us. We Standard sign will come and drain your heating and water system • Test your smoke alarms monthly free of charge while you’re away. • Never leave cookers unattended • Make an evacuation plan for your family in case of Frozen Pipes emergency • Usually people become aware they have frozen • Never place candles near your Christmas tree pipes when heating systems don’t come on. Usually this is because a water pipe or an external • Don’t place decorations near heat sources like fires condenser pipe is frozen. or lights • Damage to pipes happens when they freeze and • Never overload electrical sockets start to thaw. If a pipe is frozen turn off the stop • Turn off and unplug Christmas lights when you go valve. to bed or leave the house • Don’t try to thaw pipes using a naked flame or • Close all doors to prevent any fire spreading boiling water. It’s more likely to burst when direct Peace of Mind – Home Contents Insurance Although we insure our buildings we are not liable for damage to your contents. We carry building insurance for all our tenanted properties to cover damage to the structure and fabric of the building. This usually includes replacing ceilings and drying out a property. Scottish Federation of Housing Associations; Tenant’s Insurance Scheme - Diamond is an affordable and flexible scheme designed to protect tenants against a whole range of risks find out more at www.sfha.co.uk/diamond

Shire News Winter 2019 11 ! Prize Quiz Who is Shire’s Chairperson? For your chance to win a How much is the Warm Home Discount? £50 shopping voucher, please send in your answers either by post or email to Who is the Customer Service Officer for Craigens? jcroasdale@shirehousing. com by 12 noon on Friday What village will benefit from a £60k government grant? 10th January 2020. Here’s a clue; all the answers are somewhere in the What did the Tenant Panel eat on the tour bus? Newsletter.

Your name;

Contact details;

Address; ! Nurturing Talent – Amazing potential of our Young People To say we’ve had a blast this year working with our young people from schools across East Ayrshire, is putting it lightly. The ideas and projects they embraced were totally inspiring. In partnership with Ayrshire Chamber of Commerce we have delivered, careers fairs, mock interviews, social media training, housing advice, film projects and lots lots more! We want to thank all the young people we have worked with over the year at: Doon Academy, Catrine Primary, Auchinleck Academy, Academy, Cumnock Academy and Loudoun Academy. Do you want Shire to work with your school? Give us a call– and we will do all we can.

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