July 2011 Customer Services 0300 123 0773 homeward Committed to improving service, employment and the local community

The new Repair and Maintenance contract with FES FM Ltd got off to a strong start on 1 April 2011. There was a very smooth transition from the old contractor with an immediate positive reaction from tenants. George Lonie Chair of HHP said ‘I am very pleased with the start made and the workforce and presence in As well as day to day repairs appropriate. commitment to partnership Balivanich. work is now underway on the working shown by FES. HHP are committed to annual planned maintenance There are a number of key All the staff employed by FES continuing to improve the programme which includes issues for HHP which we FM are local people and the Repair and Maintenance repairs to the fabric of houses, expect contractors to work company are committed service which tenants tell us pathways and fencing and with us on. I am pleased to local employment and is the single most important that FES have very quickly training. They are currently painting work where this is service for them. begun to address these with recruiting more staff including us. These priorities include apprentices and are also in strong customer service, local discussions with Lews College employment and working regarding training courses. to support tenants and their They are also sponsoring or communities.’ supporting local events such Immediate changes include as the Celtic Festival, Tall ships tenants being asked to sign and the tenant conferences. works orders after work is Iain Maitland Director of FES completed to confi rm that they FM said ‘we have entered into are satisfi ed with the work done a long term relationship with and joint HHP/FES branding HHP and are committed to on vans and uniforms. There working with them to support has been more reliance on the local economy and to sub contractors early on in deliver the best possible Uist and Barra for a number service to tenants. We are of reasons but this is being very pleased with the start L – R: Neil Campbell, Chair of Operations Committee; Iain Maitland, addressed and FES are made over the fi rst 3 months Director FES FM LTD; David Blaney, Vice-chair HHP and Angus currently increasing their of the contract.’ Lamont, Chief Executive HHP STAFF TRIBUTES All of us at HHP were deeply saddened to learn of the passing of our friend and colleague, Roddy MacCuish, on 9th June 2011 and then the passing of our friend and former colleague, Janette Martin, on 15th June 2011.

Please Beware Of Doorstep Selling The Comhairle’s Trading Standards Service are warning that this is the time of year when they see an increase in the number of traders making uninvited visits to homes trying to sell goods or offering to Roddy was a Clerk of Works at our Janette started work in the former carry out repairs to the property. Uist Offi ce, having transferred from Housing Department of the Their message is to be on your the Architectural Services Department Comhairle in January 1998 as a guard if you receive such a visit, of CNES in 1995, to join the Housing clerk typist and during our time at especially from mainland based Department. companies. the Comhairle she worked within the Roddy will be remembered for his various sections of our department To avoid being caught out by rogue many exceptional qualities. He was and transferred with us to HHP in traders their advice is: gifted with a unique personality which September 2006 where she took • Don’t sign on the spot, consider endeared him to colleagues and on the role of Housing Allocations carefully whether you want the tenants alike. His sense of humour and goods or service his sharp wit will be greatly missed. Assistant. Janette continued in this Roddy was also an exceptionally role until September 2010. • Always shop around for the best price skilled craftsman, having learned Janette will be remembered for his trade with R D Robertson’s of her considerate and cheerful • Be wary of special offers or Dumbarton, his joinery work was personality and was an inspiration warnings about your home widely acknowledged as being to a to us all. Throughout all the many • Don’t hand over a cash deposit standard which few could equal. tribulations she had to endure • Don’t agree to a trader starting Roddy used these gifts to establish she accepted them all with dignity any work straight away an excellent rapport with tenants and courage and her passing has • Talk to someone you trust for a and always aimed to deliver a quality touched the hearts of all her friends second opinion of service for his employer which and colleagues alike. matched the high standards he set If traders don’t take no for an himself in everything he did. Janette has left us with the legacy of answer or are getting aggressive call the Police on 01851 702222. Above all, Roddy was one of life’s true her many exceptional qualities and is greatly missed by us all. The offi cers also ask that you look gentlemen. out for vulnerable members of the He will be greatly missed by his Our deepest sympathy is with her community, who are often targeted colleagues and by all who knew him. husband, two young daughters and by rogue traders. Our thoughts are with his grieving her wider family circle at this sad To help give you peace of mind the family at this sad time time. Comhairle has introduced several schemes. They have set up a “Buy With Confi dence” scheme to help Tenant Participation – Get Involved identify traders who have agreed to abide by a Code of Conduct Tenants are urged to get involved and options include Shetland and Orkney, that protects consumers’ interests. have their say on how HHP deliver Skye, Caithness and Sutherland as They also have a “No Cold Calling” services. WIFTRA are a Western Isles well as the Central Belt and beyond. scheme that can provide practical wide group who represent tenants Local history and its housing is also assistance in saying no to uninvited and ensure their voice is heard. They of particular interest to the group and traders. Details of both schemes carry out a range of activities and learning visits across the islands from can be found on the Comhairle plans being considered for the next the Butt to Barra and perhaps even St website or further details can 12 – 18 months include undertaking Kilda are being considered. be obtained by calling Trading visits to see how other landlords and Standards on 01851 822 694. If you are interested in getting tenants work together and also to All HHP contractors are required learn about the local environment involved in some way, please contact to carry identifi cation cards and and history. Ideas being considered Customer Services on 0300 123 0773 you should always ask for proof of include visits across the Highlands or Kevin Paterson, Chair of WIFTRA, identifi cation when workmen call at and Islands and beyond. Possible on 01851 860555 or [email protected] your home. Ardanmhor, Kenneth Street,

Ceann an Ora, Bunnavoneader Gearraidh Ghuirm, Coll Hebridean Housing Partnership Development

Programme News Claddach Kirkibost, North Uist Since the last issue of HOMEWARD in Manor Drive, Stornoway, December 2010, HHP’s development Manor Drive, Stornoway programme has delivered 49 new Tullochs Homes Express are carrying homes, 6 of which were for sale under out a Design and Build Contract on the the shared equity scheme. Old MacRae Hostel Site in Stornoway. A further 91 houses are currently It is expected that these 42 homes under construction. 52 of these will be completed during 2011/12 and the will be handed over in 2 phases. The remaining 39 homes are programmed fi rst phase is due to be handed over to complete in the following fi nancial shortly and the second phase is due to year, 2012/13. be handed over in August 2011. Old Gibson Hostel Site, HHP have worked in partnership with 30 homes are for rent by HHP and Stornoway the Scottish Government, Comhairle 12 are to be sold under the shared Nan Eilean Siar, and Tighean Innse equity scheme. There has been a very Gall, to deliver this programme. A brief high demand for the shared equity outline of the various developments is properties and all 12 have buyers. below:- Old Gibson Hostel Site, Stornoway Bridge Cottages, Newmarket, Following the demolition of the Gibson Isle of Lewis Hostel, construction is now underway Calmax Construction Ltd completed 18 Cnoc A’Runaire, North Tolsta by UBC Ltd. The innovative design by houses for rent and these were handed over to HHP on 1st April 2011. Anderson Associates will provide 24 well insulated homes for rent. These Ceann an Ora, Bunnavoneader, are due for completion in March 2013. Isle of Harris Eight houses were successfully Claddach Kirkibost, North Uist completed and handed over by Uist This is a design and build contract by Builders Construction Ltd. on 19th UBC Ltd providing 6 much needed April 2011. homes for rent in North Uist. Gearraidh Ghuirm, Coll, Site work began on 4th April 2011 and Isle of Lewis should complete in December 2011. Alex Murray Construction built this Cnoc A’Runaire, North Tolsta, scheme of 11 houses. These were Isle of Lewis handed over to HHP on 14th March This contract was won by Alex Murray 2011. Construction Limited and work is well Ardanmhor, Kenneth Street, underway. This development will Bridge Cottages, Newmarket, Stornoway, Isle of Lewis provide a terrace of 4 houses which Built on the site of the old Smith’s are due to complete in October 2011. Shoe Shop on Cromwell Street, these Farm (2), Isle of Lewis 12 fl ats are now complete and were handed over to HHP on 3rd May 2011. Calmax Construction Ltd are carrying Six of the fl ats were sold under the out the development of 15 homes Scottish Government’s shared equity under a design and build contract. scheme. The Contractor was Donald Works began on site on 28th April 2011 MacFarlane. and should complete in April 2012. Melbost Farm (2), Isle of Lewis Annual Tenant Harris Tenants Conference Conference - Lewis HHP & WIFTRA (Western contractors who are Isles Forum of Tenants working on behalf of HHP; Residents Associations) Torrance Partnership, jointly hosted the 2011 Calmax Construction, Tenants’ Conference UBC Group, Alex Murray for Lewis at the Bridge Construction, Nessglaze Centre, Stornoway on and FES FM Ltd. Saturday 14th May 2011. Kevin Paterson concluded The conference was the conference by thanking Lewis Tenants Conference chaired by Kevin Paterson all members of staff and (chair of WIFTRA). tenants who attended. He Tenants heard the key gave particular thanks to points and results of the the partner agencies that 2010 Tenant Satisfaction supported the conference Survey from John MacIver, and hosted information Director of Operations at stalls. HHP. Dougie Ferguson These were: (Contract Manager at Homeless Service CNES FES FM Ltd) introduced CAB (Citizens Advice FES who are HHP’s new Bureau) repairs and maintenance Credit Union contact. PC Roddy MacKay (Anti- Angus MacNeil & Peter Social Behaviour) O’Donnell from HHP’s Alcohol & Drug Property Services team Partnership briefed tenants on the investment programme TEAS (The Energy and HHP’s plan through Advisory Service) to 2015. Hebrides Alpha Tenants who attended Advocacy reported that they Home Safety – Fire & thoroughly enjoyed the Rescue Service event which closed with a FES FM Ltd raffl e. Prizes were donated Pension Credit to WIFTRA by the following Housing Benefi t Performance continued to improve in key areas Harris during 2010/11 and in particular the speed at which we re-let houses improved signifi cantly. This reduces the rent we lose through houses being Tenants empty and generates more money for the business which can be used to improve services to tenants. Conference Disappointingly, performance on repairs fell as the HHP held its fi rst Harris that by inviting more old Repair and Maintenance contract came to an Tenants Conference on competition, HHP hoped end. However, performance since 1st April 2011 has the evening of 23 March to be able to be able to been much improved and we will continue to build 2011. The venue was reduce costs and deliver on this. the Tarbert Community additional works. Centre which proved to Rent Arrears – HHP Target 7.25% Following HHP’s be an excellent facility presentations, Lorraine for the event. 31 Mar 2011 31 Mar 2010 Graham from Comhairle The conference was nan Eilean Siar spoke Total Tenant Arrears £292,559 £355,895 jointly hosted by HHP and on the challenges % Level of Arrears the Western Isles Forum 4.51% 5.48% of delivering the of Tenant & Residents Homelessness Service. Scottish Housing Regulator Performance Average of Associations (WIFTRA) Housing Associations as at 31 March 2010 4.0% and was chaired by Maria MacDonald, also Kevin Paterson, Chair of from Comhairle Nan WIFTRA. Eilean Siar, then outlined the complexities of Allocations The evening began dealing with Anti Social with a presentation by Completed 31 Mar 2011 31 Mar 2010 within timescale John MacIver, HHP’s Behaviour throughout Director of Operations, the Western Isles. New applications added to 518 447 housing list who outlined progress The formal part of the since stock transfer in a Conference ended with Average number of days taken 4 4 to add applicant to list session entitled ‘Looking a Question and Answer Back/Looking Forward’. session, chaired by Kevin Number of lets 161 246 John emphasised the Paterson (WIFTRA), Average time taken to re-let 28 days 33 days challenges facing HHP when the audience had in the current fi nancial an opportunity to direct Average time taken to re-let 20 days no comparable data excluding difficult to let available climate that the business their questions at an properties is committed to improve HHP Panel comprising its performance and Scottish Housing Regulator Performance Average of John MacIver, Director Housing Associations as at 31 March 2010 18 days delivering value for of Operations, Angus money. In particular MacNeil, Property there is a focus at present Annual Rent Loss Due to Voids – HHP Target 1% on the Repairs and Maintenance Manager, and Area Manager, John Maintenance Contract. 31 Mar 2011 31 Mar 2010 In this context John A MacQuarrie. introduced FES FM who The Conference ended Rent Loss Due to Voids £41,988 £56,972 will deliver the Repairs with an enjoyable % of monthly rent due that 0.65% 0.88% contract from 1 April buffet supper and an was lost to voids 2011. John also stressed opportunity for tenants HHP’s commitment to Scottish Housing Regulator Performance Average of 0.5% to have an informal Housing Associations as at 31 March 2010 listening and responding discussion with HHP’s to tenants’ views on the staff and also with partner services provided. agencies who hosted Angus MacNeil, Property display stalls promoting Repairs Response Times – HHP Target 95% Services Manager, then their services. Particular Completed 31 Mar 2011 31 Mar 2010 Scottish Housing Regulator Performance Average of introduced the proposed within timescale thanks goes to these Housing Associations as at Investment Programme agencies who were: 31 March 2011 for 2011 till 2015 and emphasised the need Citizens Advice Service Emergency – 4hrs 88% FES FM Ltd 96% to target expenditure on Emergency – 91% meeting the requirements TEAS (The Energy 24hrs No data available for of the Scottish Housing Advisory Service) comparison as yet Quality Standard. Angus Urgent 85% 95% Tighean Innse Gall then outlined how the Routine 84% 96% Investment Programme Homelessness Service will be procured and and Anti Social Total Number of 3112 3110 delivered for the next Behaviour, Comhairle Repairs four years and said Nan Eilean Siar Completed A Guide Dog could Wider Role – Tenant Early change your life Intervention Project HHP, in partnership with the Western From the start of this project up to Isles Citizens Advice Service (WICAS), the end of March 2011, 425 clients have secured continued funding for have been referred to the project. Of the project from the Government Wider these referrals, 373 cases have been Role funding for 2011/12. This means assessed and 197 of these were that we can continue to provide a eligible to claim additional benefi ts. valuable, intensive benefi t and money The potential fi nancial gain for these advice service to HHP tenants up until clients amounts to £300,000. March 2012. DON’T LOSE OUT ON THIS The project workers work with tenants POTENTIAL BENEFIT GAIN TO and prospective tenants and provide YOU AND YOUR FAMILY assistance in completing Housing NOTHING TO LOSE Benefi t Claim Forms, assess eligibility Do you or does someone you know, for other benefi ts, offer income You are encouraged to take advantage have sight loss that makes it diffi cult maximisation and budgeting advice and of this project. There is nothing to to get around independently or live assist with a realistic debt repayment lose by having a check carried out life to the full? A guide dog could plan where appropriate. There is on whether you are receiving all the make a life-changing difference a clear focus on early intervention benefi ts or tax credits you are entitled Did you know…..? to reduce tenancy breakdown and to. Please contact your Housing A guide dog can offer a unique, safe subsequent homelessness. WICAS Offi cer on 0300 123 0773 who will and effective way of getting about also offer non-housing related advice arrange for a referral to be made for independently and confi dently from its own areas of expertise, you or alternatively contact WICAS You don’t need to have lost all your including Employment, Income Tax, directly on Stornoway 01851 70 5727 sight. Most people who own a guide Education, Legal Advice and Health or Uist 01870 603 928 to arrange an dog still have some vision. You don’t and Community Care. appointment. have to be formally registered as blind or partially-sighted either. There is no upper age limit. People of all ages can now apply for a guide Customer Services dog. Young people through to people 0300 123 0773 in their seventies, eighties and even nineties become successful guide dog owners It costs just 50p to have a guide dog. Changes to ‘Right To Buy’ All essential equipment and training is provided by Guide Dogs, and they can On 1 March 2011 changes in Right suspended. also cover the cost of vet bills and dog To Buy legislation came into force. Tenants returning to the social food if people wish. The main changes are that Right to rented sector after a break will also No previous experience of keeping a Buy has been removed from: be classed as new tenants and will dog is necessary. Providing you are • People who take up a tenancy for not have the right to buy. committed and able enough to work the fi rst time from 1 March 2011; If you take up the tenancy of new- with, support and care for a guide dog supply housing, you will generally then their training will teach you all you • Tenants who return to take up a not have the right to buy. This may need to know. tenancy from 1 March 2011 after a break in tenancy; only apply for the time you live in It’s not just about improving mobility. that property. A guide dog and its owner exist as a • New-build and new supply The Scottish Government has partnership, and the companionship, housing loyalty and fun that each partner brings published a booklet called “Your to this relationship can be immensely Generally speaking, tenants who Right to Buy Your Home” and a rewarding. currently have the right to buy will copy of this guide can be found continue to have that right on their Simply give Guide Dogs a call on on their website or using the link existing terms. The changes in the on HHP’s website. The booklet 0845 372 7499 and they will arrange Act remove the right to buy for new to come and talk to you, informally provides more detailed guidance tenants. A new tenant is a tenant and confi dentially, to help you decide with some worked examples. who has no continuous occupation if a guide dog might be suitable for Right to buy legislation is and takes up a new tenancy after you. Their staff understand how 1 March 2011. If a tenant has complicated and if you have any severely people’s independence can continuous occupation and signs a questions you can speak to your be affected by sight loss, and they can new tenancy then they will have the housing offi cer in the fi rst instance explore the best way of meeting your right to buy under the modernised and they will be happy to provide specifi c needs. You have nothing to further assistance. lose and potentially much to gain by right to buy unless they move into exploring all the options – so get in a new build or new supply property www..gov.uk/Resource/ touch. when the right to buy may be Doc/340579/0112829.pdf Household Insurance Check Your Cover Do you have household insurance? Does your insurance cover the internal decoration of your home? Clear Rent Account We have come across instances where the contents cover that Prize Winners tenants have does not include damage to decoration. They have In January 2011 Hebridean Housing Mhor Cottages, South Uist. found that their insurers will not then pay for redecoration after Partnership selected at random Mr Macdonald kindly donated his £50 incidents such as smoke or water three tenants who had clear or credit to Bethesda Hospice and pictured here damage. balances on their rent accounts as at is Mr Macdonald handing his donation 31st December 2010. As your landlord, Hebridean to Mrs Somerville, General Manager at Housing Partnership’s insurance Our fi rst tenant selected at random Bethesda Hospice. policy covers the structure of your was Mrs Pringle, St Barrs Crescent, home but it does not include any Barra and she chose to have her £100 Also pictured are Mr Fraser and Miss Howie and their children, being of your personal belongings, fl oor voucher in Scottish Hydro tokens. coverings, furniture or decoration presented with their £50 Scottish Co- Our second prize winners who each damaged by events such as fi re or received £50 vouchers were Mr op voucher by John Maciver, Director water damage. of Operations. Macdonald, Doig Crescent, Stornoway As a member of the Scottish and Mr Fraser and Miss Howie, Beinn Well done to all our prize winners. Federation of Housing Associations, HHP promotes their Investment Programme 2011/12 low cost Crystal Home Contents Insurance Scheme for tenants and Recently HHP have concluded the to design the works and to order owner occupiers. tendering of the investment programme materials. Tenants will be given notice If you would like more information for the next 4 years’ work and work will of planned surveys and of work start on this insurance scheme, please soon be starting in homes across the dates once detailed programmes have telephone us on 0300 123 0773 islands. been agreed with contractors. and your housing offi cer will be The value of the works meant that it We also have a separate programme happy to provide you with this. had to be advertised and tendered for loft and cavity wall insulation which under European rules. This could have will run alongside the other works. If detered locally based contractors you require further information, please and this was appreciated early on by contact Customer Services on 0300 HHP. We therefore arranged briefi ng 123 0773. meetings for all contractors to guide them through the extensive tender Blocked Drains process. HHP feel that we had a duty to assist the local economy, not just In a previous issue of Homeward, by sustaining employment but by we included an article on blocked creating employment through longer drains. The article focussed on the term contracts and encouraging items being fl ushed down toilets apprenticeships. which cause blockages. The investment programme over the Recently, HHP and Scottish next 4 years is valued at approximately Water have attended a number £14 million. of blockages in sewage systems which were caused by inappropriate Lubricate your In order to deliver the works, we split items being fl ushed. In one incident, windows the investment works into “Lots” and” the quantity of debris being fl ushed Areas” was rather shocking and completely Tenants should lubricate the hinges, Lots: Windows/ Doors, Kitchens, avoidable. Items being fl ushed handles and locks on their windows Heating, Bathrooms, Roofi ng/ included wet wipes, rags, sanitary occasionally with WD 40, 3 in 1 oil Roughcasting, Electrical Works. towels, grease and fat. or a similar lubricant. Once a year is Areas: Lewis & Harris, Uists & Barra. Occupants are reminded that if we normally enough for this job which only takes a few minutes. This Tenants were sent details of fi nd that the blockages are due to ensures that windows will open planned works in February this year. negligence, the cost of removing easily when you need them to and Contractors will soon be coming to blockages will be recharged to avoids expensive damage being visit the properties to carry out surveys them. caused to window parts. July 2011 Customer Services 0300 123 0773 homeward The Bridge Mentoring Programme

The Bridge Mentoring consoles, fi lms, tuck shop, Programme is signifi cant internet and computer /RRNLQJWRYROXQWHHU"/RRNLQJWRYROXQWHHU" news and a great usage, sports hall, arts opportunity for the and crafts, cycling, roller (YHUWKRXJKWRI(YHUWKRXJKWRI community as it provides blading, tennis, putting, an opportunity for adults crazy golf and much more. to share skills and life We are now teaming up 0HQWRULQJ" experiences and targets with other local clubs and young people and children starting tournaments and who need that extra bit competitions as well as of support in life. It is a residentials, fi shing, music simple idea which, due to tuition, outdoor trips and it’s preventative nature, will team games. It is open to help young people develop all young people and is social skills, improve only 50p access per night. relationships, encourage If a young person wanted to engagement in education, join and become a member, develop aspirations and it is only £4 for the year. equip them for life. Our youth work team The Bridge Community will be there to listen to, Centre also runs youth encourage, support and )XQ3URDFWLYH6XSSRUWLYH clubs 4 nights a week: direct young people on any :HDUHORRNLQJIRUHQWKXVLDVWLFPHQWRUVWRHQJDJHZLWK\RXQJ Tuesdays P5&6 - 6-8pm matters necessary, most of SHRSOHDQGFKLOGUHQRQ/HZLVDQG+DUULV  Wednesday S2 - all it’s a great opportunity to have fun and meet friends. )XOOWUDLQLQJDQGVXSSRUWZLOOEHSURYLGHGDQGIRUPRUH 7:30-9:30pm LQIRUPDWLRQFRQWDFW-RQDWKDQDW7KH%ULGJH&RPPXQLW\&HQWUH Friday P7 7-9pm We can be contacted 7HORUHPDLO on 01851 702432 or LQIR#EULGJHFRPPXQLW\FHQWUHFRXN Saturday S1 7:30-9:30pm  through the website +HOSVRPHRQHSLHFHOLIHWRJHWKHU+HOSVRPHRQHSLHFHOLIHWRJHWKHU The club offers fantastic where all our upcoming facilities including table activities are listed: www. tennis, arcade games, bridgecommunitycentre. air hockey, pool tables, co.uk WAYS TO PAY YOUR RENT DID YOU KNOW THAT YOU CAN You can also pay your rent by the NOW PAY YOUR RENT “ON-LINE”? following options: To access this method of rent • At your local HHP offi ce; payment go to:- https://www.e-paycapita.com/ • At your local Comhairle offi ce;

westernisles/index.jsp This takes • By Direct Debit mandate on a Shore Print & Design Ltd you to the Comhairle’s 24 hour weekly or monthly basis; secure Internet payments service. • By Bank Standing Order; Select HHP Housing Rents and you can make your rent payment • By telephone using your debit using this secure site with most or credit card – phone: major credit or debit cards. 0845 600 2772