Featured Inside Pages \01 3-year Customer Satisfaction Survey 3 \02 GDPR 4 \03 Refinancing deal secured 5 \04 Housing Minister drops in 9 \05 New ideas 19 \06 Young Carers 20-21 ISSUE 07\ SUMMER 18 News from Clyde Valley Housing Association Customer Satisfaction Survey 2018 01698 268855 www.cvha.co.uk Welcomeo t Issue 7, CVHA’s summer newsletter We hope you find it interesting and informative and enjoy reading updates on the work of the Association. Lynn Wassell Chief Executive We’ve been working on our plans for the year ahead at CVHA and there has been some significant progress for you to read about. We’ve been celebrating our success in securing another £70m investment from our new partners at Canada Life to build an additional 700 new homes for people in Lanarkshire. We’ve appointed two new Directors – Kirsty and Carron, as well as other new team members who are excited to join us and want to make a difference for you. We know we have a great track I’d also like to let you know that our This is the biggest and most record for building and providing AGM is on 17 September 2018 and important challenge we have set high quality new homes and as we we aim to have a sneak preview of ourselves for 2018. continue with that growth, you will the survey results for customers who I hope that you and your families also see us focus more and more on can come along. You’re all welcome, enjoy a fantastic summer. talking to you and being out in our so we will put more information on communities. We will be working our website nearer the time. Best wishes, even harder on supporting people to I can’t believe it’s already over a keep their tenancies, in the face of year since I joined the team here Universal Credit and other pressures. at CVHA. It has been both exciting If we are going to do the right job and rewarding and I’m really looking for you then this is the year to tell forward to seeing your feedback on us what the right job looks like. We what you think of our service to you believe that innovation and new and the value we provide today in ways of working are important 2018, for example: and we don’t intend to sit still! We / Are we continuing to improve and have taken on a new independent what do we still need to learn? researcher - BMG Research - to carry out our 3-yearly face survey / How can we get to know every with our customers. I’d love you to customer better to give the right get involved and assure you that support to the people who need AGM we’re absolutely committed to using it most? the results and taking action. / How can we make you feel part of 17 September 2018 CVHA and that you have helped set our future plans? 01698 268855 News from Clyde Valley Housing Association Customer Win an iPad Satisfaction Mini! 01 Survey 2018 We are committed to continuously BMG through face-to-face interviews / A better understanding of you will see researchers from improving our services to our as well as by telephone, ensuring what CVG providing value for BMG in your area asking if you customers and to providing they speak to as many customers money means to our customers, would like to take part in our innovation in our service delivery. as possible. both tenants and our factored survey. We hope that as many The feedback that you provide owners. customers as possible take part. BMG are fully independent of CVHA. helps us to shape and deliver our This is your opportunity to give us They will treat your responses in / An understanding of tenants’ services, and improve our offer, your feedback on all our services strictest confidence - your answers views on the affordability of our based on your priorities. We are and provide your view on what we will be anonymous and CVHA rent and service charges. required by the Scottish Social should be doing in the future. won’t know which customers have Housing Charter and legislation / More information on our tenant completed an interview unless you The interviewers will have to survey our customers every 3 profile/demographics including give your permission otherwise. Identification from BMG and a letter years on how they feel about the understanding of the extent of of authorisation from CVHA. They services we provide, and to report This is our opportunity to tell us what digital inclusion and needs for are also fully disclosure checked. the results to the Regulator so you think of our services and help online and 24 hour services. If you have any queries on whether they can be published. CVHA last us meet our customers’ needs in the We want to provide you with more someone is from BMG, please carried out this large scale survey future. By way of encouragement, “Customer Choice” which means we contact the Association. in 2015 with very positive results. everyone completing the 3-yearly will be designing the questionnaire survey will be entered into a prize We should have our results in Additionally, we also carry out to seek your views on service draw to win an iPad Mini. early September and plan to do a monthly surveys by the same improvements, how you would like presentation to our members at the independent company for customers The large 3-year survey will us to engage with you, what are your Annual General Meeting on Monday who have recently received a consist of: priorities for the future and how we 17 September 2018. Again, we would service, the results of which are can assist in delivering these. This is / A survey of 40% of our current love to see you there. We will also reported back to you through this why we will be asking questions on customers (1440 customers) and be producing the results in other newsletter. your digital access, such as: 10% of our factored owners (340 ways to ensure you can see what In April 2018, we re-tendered for customers). / how often you use the internet; our customers are telling us. this 3-year long contract to conduct / Detailed understanding of our / what online services you think If you wish to discuss the our 3-yearly survey and our monthly customers’ satisfaction with we should supply; and Customer Satisfaction Survey surveys. We are delighted to those services as measured or have any questions, please announce that we will be working / what technology do you use to by the Scottish Social Housing contact: with a new organisation – BMG access the internet, i.e. through Charter and other useful and Research - who are committed to your smartphone, etc. Ruth Brogan, robust satisfaction performance seeking your views in different ways Customer Services Manager, indicators. We know you may not use the and providing feedback by exciting [email protected] or internet, so will only ask these new methods, such as through / Feedback from our customers 01698 328255. questions where you indicate that videos we can post on our YouTube on their key priorities which we AGM you are online. page, and also through providing can use to drive and inform our 17 September 2018 information in easy-to-read graphical future plans. After the questionnaire has format. We hope that you will be as been designed in consultation / A better understanding of excited as we are at being able to with our Customer Panel, the service quality improvements, engage with you in different, more face-to-face interviews will take new services and approaches modern ways. The survey will be place between Monday 25 June that would increase customers’ carried out by researchers from and the end of July. This means satisfaction and engagement. www.cvha.co.uk 2-3 update 02 Reform to the existing Data Protection Act (1998) The key change for CVHA data. CVHA has been working customers is that we now on implementing these changes is being brought by the General Data Protection must tell you all of the personal for the last couple of months, Regulations (GDPR). These changes took place on information we hold on you, and developing a new Privacy Policy 25 May 2018. the purpose for holding or using and a Fair Processing Notice has this information. You have new been produced that will be issued rights in relation to being able to all customers. to access this information, ask The key changes from the old us to review what we hold, or Data Protection Act to the new restrict the processing of some regulations are below: GDPR Topic Example Existing Data Protection From 25 May 2018 – Act 1998 GDPR Regulations Breach of data This is where we have to notify / Previously it was only best / We have 72 hours to report protection our data protection regulator – practice to report high risk breaches to the regulator. the Information Commissioner – breaches to the regulator. if we have lost any personal data. / Our policy was to formally / All breaches must be reported assess breaches and report to unless there is a minimal risk to the regulator in line with this best the rights and freedoms of those practice. affected. / We were not obliged to inform / We must inform individuals who individuals affected by the breach. are affected where there is a high risk to those individuals. Being fined for a We can receive a fine for breaching / Previously we could be fined / Greater penalties are in place – data protection data protection laws – such as losing up to £500,000.