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FocusSpring 2013
Queens Cross Housing Association magazine
Green energy projectsto benefit 1,000 homesAlso inside: Your neighbourhood news; Ancroft St. flats for sale
Benefit changes – how will they affect you?page 16
Factoring survey shows 80% satisfactionpages 14-15
Seeking work?
Join our Work Club
page 4
2 Welcome
Main Offi ce: 45 Firhill Road, Glasgow, G20 7BE Tel: 0141 945 3003
The Courtyard, 2 Westercommon Drive, Glasgow, G20 5PG Tel: 0141 336 3444
Dundasvale Housing Offi ceFlat 1/1, 6 Dundasvale Court
Glasgow G4 0DG, Tel: 0141 589 7333Email: [email protected]: www.qcha.org.ukQC Factoring, Suite 12 – Firhill Business Ctr, 74 – 76 Firhill Road, Glasgow, G20 7BA Tel: 0141 561 1105 Email: [email protected]: www.qcfactoring.co.uk
345
10-11
12-13
14-15
79
17
20
ContentsAncroft fl ats for sale
Greenenergy works begin!
Job club wants you
Neighbourhood news
3rd party reporting
Complaints update
Money and benefi ts
Factoring survey results
Have a healthy Easter
An Accidental Mix
Chief Executive’s MessageLike all other housing associations, Queens Cross is adapting rapidly to the challenges and changes brought about by welfare reform and the economic downturn. In fi ve years time I believe we’ll have seen a radical shift in the services we deliver and how we deliver them.We’re using this issue of Focus to share some of our experiences of dealing with these challenges, outlining projects and programmes of work that represent new ways of working.Two new green energy projects will cut heating bills for hundreds of Queens Cross tenants. They’ve been brought about through collaboration with a number of suppliers and government partners and we’re delighted to be introducing innovative technology to our local communities.We also cover the rent increase which, this year in particular, was a diffi cult decision to make. Board members are very aware of pressures on tenants’ household budgets. At the same time, we must continue to invest in our services and properties for the long term. As a service, we’ll continue to focus on developing strong local communities and greater tenant participation while providing services and initiatives that improve tenants’ lives, help make the most of their income, are effective and represent value for money.Developing our services through a partnership approach with tenants is, I
believe, the way forward and over the next few years that relationship will need to be closer than ever.
Suite 12 – Firhill Business Ctr,
Shona StephenChief Executive
Are you unemployed? Need help fi nding a job?Come along to the Work Club at the Courtyard!
Support with CV’s, covering letters, online applications etc…The club will run every Friday 10am-1pm in the IT Suite
Starting Friday 15th February 2013 - All welcome
Contact Rose Daly on 0141 336 3444 for more information.The Courtyard, 2 Westercommon Drive, Glasgow G22 5PG
Work Club
Welcome
The number of visitors to our new website (www.qcha.org.uk) has increased by 49% in only fi ve short months. Launched in October last year, after consultation with tenants and staff, the most popular pages are vacancies, new developments and applying for a house.As well as advice on paying your rent and community events, the new site features online repairs and complaints reporting, regular updates from our four Community Involvement Groups, information about welfare reform and Association news. Accessible and easy to useThe website incorporates RokTalk, an accessibility software which allows the text on the site to be translated into 13 languages. For people with a visual impairment, text size can be increased and background colours changed. We’re already looking at developing the website further, with plans for a mobile phone version of the site in the pipeline.
If you have any comments or ideas on how we can improve the website please email us at [email protected]
Jump in website visits
Our website visitor numbers have increased by 50% in fi ve months.
www.qcha.org.uk
3News
Tenants who don’t have access at home will be able to get online in a new internet zone being created at the Association’s Firhill Road offi ce.
The new facility is part of the organisation’s digital inclusion drive and is at the centre of improvement works to the offi ce’s reception area. With works expected to be completed by June, the internet zone will help tenants access the increasing number of services that can only be found on the world wide web.
Neil Manley, Finance Director, is leading the project. He said: “From our tenant survey we know that around 50% of our tenants don’t have a smartphone, laptop, or computer. As we’ve seen with the UK Government’s introduction of Universal Credit, a number
of public and benefi ts services can only be accessed online and we’re quickly moving to a situation where not having access to the web is problematic.
“This new facility will be a place where people can go online to ensure, for example, that they’re aware of the services and benefi ts they’re entitled to. We’re also looking at providing training and support for people who want to improve their IT skills.
Work will also be carried out to the drains underneath the reception area which should resolve the unpleasant smell visitors have been subjected to for some time. The public waiting area and meeting rooms will be upgraded to make them more comfortable for visitors. All works are expected to be completed in June.
Internet zone will help tenants access online services
Our reception area in Firhill Road will have a new internet zone for tenants with no online access at home.
“Work on the new facilities will start in April. We apologise in advance as there will be some disruption to the reception area at Firhill Road however this will be short term as the fi rst phase of work will be completed in May.
Queens Cross Housing AssociationTelephone: 0141 945 3003Email: [email protected]
traditionally modern
ANCROF Tapartments
Traditionally modern 2 bedroom fl ats with a superb level of specifi cation for sale from only £90,000.
This is a fantastic opportunity for you to own a property at Ancroft Street.
Ancroft StreetNow Selling!
The traditional red sandstone tenement development in Ancroft Street includes a total of 16 extensively refurbished period two bedroom properties for outright sale with modern features as standard. These ‘Secure By Design’ homes incorporate a selection of high quality features including a fully fi tted kitchen with contemporary units, worktops and handles, fully integrated fridge freezer and washing machine, stainless steel sink with chrome mixer taps and enhanced ceramic wall tiling. The Association also includes quality carpets and vinyl as part of the specifi cation – as standard. These fl ats really do offer buyers the chance to move into a brand new property at minimal outlay. Starting at £90,000 the Association is targeting fi rst-time buyers, people living in social housing, people with a disability, in the Armed Forces or those living with relatives or looking for a new home after a signifi cant change in household circumstances. The properties at Ancroft Street will not be sold to investors or those who do
not intend to make the property their sole residence and will be available for outright sale, not part ownership or shared equity. Client viewings will commence shortly. Good news for a number of eager clients who have already expressed interest in particular plots and are keen to see the high standard of fi nish and specifi cation for themselves.
Traditionally modern Flats for sale inAncroft Street
All bathrooms and kitchens are fi nished to an extremely high standard.
If you are interested, contact Queens Cross Housing Association at 45 Firhill Road by telephone on 0141 945 3003 or email the Sales Team on [email protected]
If you are interested, contact
”
4 News
Thomas Downs – ICT AssistantWillie Hendren – Estate CaretakerKenneth McCoy – HandypersonRichard Cowan – HandypersonDouglas Carroll – Part-time Housing Support Worker (QC East)Sherre Broadfoot – Housing Support Worker (QC East)
Brendan joined Queens Cross in August 2011 as an ICT (Information & Communications Technology) Apprentice. The Association assisted him through his Microsoft accreditation and Comp TIA exams. Once qualifi ed, we took him on as a trainee.Brendan played a key role in the ICT department, providing frontline IT support for staff whilst learning about the Association’s networks, databases and software
packages.Queens Cross ICT Manager, David Dick, said:
Onwards and upwards for Association’s apprentice
Then our new work club can helpA Work Club has started up at The Courtyard, Westercommon and is open to all tenants and residents in the Queens Cross area.The Work Club is an opportunity for people who are job hunting to get help with looking for work online, completing applications, writing a CV, honing interview skills and fi nding further training opportunities.
How to get onlineIf you’re looking for work today, it’s expected that you’ll have to go online to fi nd the latest job ads. However, our Getting To Know You tenant survey showed that about 50% of tenants don’t have access to the internet. This is where the Work Club can help – it’s staffed with experienced people who can help with everything from how to set up an email address to going through job sites to look for suitable work.
Let us helpRose Daly, Learning Support Worker at the Courtyard said: “We know how diffi cult it is for people seeking work at the moment. Even people who do have computing experience might be unsure
how to go about searching for work online. This is where the Work Club can help.
The Work Club is open from 10am-1pm every Friday. You don’t need an appointment – just drop in.
Unemployed and seeking work?
Are you unemployed? Need help fi nding a job?Come along to the Work Club at the Courtyard!
Support with CV’s, covering letters, online applications etc…The club will run every Friday 10am-1pm in the IT Suite
Starting Friday 15th February 2013 - All welcome
Contact Rose Daly on 0141 336 3444 for more information.The Courtyard, 2 Westercommon Drive, Glasgow G22 5PG
Work Club
If you would like more information, please contact Rose Daly on 0141 336 3444 or Patricia Urquhart on 0141 945 3003.
If you would like more information, please contact Rose Daly on 0141 336 3444 or
The Associati on has run computer training classes at The Courtyard for a number of years. We wanted to extend this service by supporti ng local people who are looking for work but don’t have a computer or know how to use one.
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“
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Our best wishes go to Norma Martin (Assistant Cook), Margaret Williams (Kitchen Assistant) and Linda Gillies (Housing Support Worker - QC East) who have all left the Association. Sara Wood and Jacqueline Balfour are now on maternity leave.
Our best wishes go to Norma Martin (Assistant B� t Wish� ...
Over the past weeks we welcomed the following staff to the Association:
Changes:Lynn Armstrong – Housing Offi cerLynn McFarlane – Housing Offi cerJason Broadfoot – Estate CaretakerCraig Brownlie – Estate Caretaker
Thomas Downs
We’re delighted to announce that IT Trainee, Brendan Coyle, has found full-time employment with Glasgow West Housing Association. He started his new job in January this year.
I’m proud that we’ve trained someone to a level where they have moved into a permanent post. I’m sure Brendan will do well in his new position.”Brendan, IT Trainee, has got a permanent job
with Glasgow West Housing Association.
5News
What is Third Party Reporting? Many people, for various reasons, are reluctant to report crime directly to the police.
Third party reporting is an important way to overcome this. Third Party Reporting Centres are organisations that have agreed to take on the role of third party reporting in addition to the services which they normally provide.Reports of hate crime and domestic violence can be made, by victims and/or witnesses, to any third party reporting centre including Queens Cross Housing
Association. We will pass the information to the police on the victim’s behalf. The police are then required to act on this as if they had received the report directly from you. Your report will be in confi dence and you can give as much or as little personal information as you wish. You don’t even have to give your name if you don’t want to. Our staff have received appropriate training and can also provide you with any additional support or advice required. Third Party Reporting can be made at our offi ces at 45 Firhill Rd, 2 Westercommon Drive and 6 Dundasvale Court (see back page for contact details).
Queens Cross take on role of Third Party Reporting Centre
The majority of the Association’s Board members are tenants and aware that the state of the economy means that everyone is struggling to make ends meet. Wages, pensions and benefi ts are simply not increasing at the same rate as household costs are rising. For the fi rst time in many years we received a number of comments on the proposed rent increase, including a petition from a number of tenants – all pointing to the diffi culties that people are experiencing.The rent increase of 4.6% for 2013/14 was approved by the Board on 26th February after considerable debate about the various issues that the Association has to take into account. This includes ensuring we can deliver high quality services and invest in homes and communities for the next 30 years.In reaching the decision we looked at rent levels of similar, Glasgow based housing associations. We noted that, whilst our rent increase this year may be higher than other Associations in the city, our
actual rent levels are lower on average.We also had to consider the impact issues like welfare reform and changes to supported housing will have on the Association. We recognise that some tenants will struggle when the Bedroom Tax is introduced, when benefi t levels are capped and when services to people with support needs are remodelled. We also have an obligation to safeguard the Association’s services and properties for the future, to ensure we can meet our costs and can continue to deliver high quality services.We are committed to bringing homes up to the Scottish Housing Quality Standard and we will deliver the investment promises made under stock transfer. This investment will improve homes and we want to do more.We want to protect homes for the future, ensure our neighbourhoods are desirable places to live and our communities are strong and supported.Tackling fuel poverty is a real priority for us. We want
to deliver energy effi ciency programmes that make homes warm and cheap to heat.In this edition of Focus you’ll read about two projects about to start in Westercommon multi storey buildings and the deck access blocks at Woodside that will help nearly 1,000 tenant households with their energy bills. The investment programmes will make apprenticeships available for local young people.At Queens Cross we pride ourselves as being more than a landlord. We aim to serve our communities and empower residents to make positive changes in their lives. Our welfare benefi ts and money advice teams are there to advise and support people, our community development team help build our communities and provide opportunities for people of all ages. There are challenges ahead for the Association, but we’re committed to fi rm control of our costs, and we recognise the need to be effi cient so that we can continue to provide high quality services now and in the future.
Your rent increase explained
Here is the list of local councillors. The Queens Cross area covers three Glasgow City Council wards – Anderston/City, Hillhead and Canal.
WARD 10 – ANDERSTON/CITYBailie Nina BakerScottish Green [email protected]
Bailie Philip BraatScottish Labour [email protected]
Bailie Martin John DochertyScottish National Party (SNP)[email protected]
Councillor Gordon MathesonScottish Labour [email protected]
WARD 11 – HILLHEADCouncillor Ken AndrewScottish National Party (SNP)[email protected]
Councillor Martin McElroyScottish Labour [email protected]
Councillor Pauline Ann McKeeverScottish Labour [email protected]
Councillor Martha WardropScottish Green [email protected]
WARD 16 – CANALCouncillor Chris KellyScottish Labour [email protected]
Councillor Billy McAllisterScottish National Party (SNP)[email protected]
Councillor Helen Stephen Scottish Labour [email protected]
Councillor Kieran WildScottish Green [email protected]
Your local councillors
Councillors can be contacted at Glasgow City Council.Address: Glasgow City Council City Chambers George Square Glasgow G2 1DUTel No: 0141-287-2000Website: www.glasgow.gov.uk
By now you will have received a letter from the Association explaining the rent increase for 2013/14. In this article, we explain the reason for the increase and how we’re tackling big issues like tenant fuel poverty.
For more informationabout our servicest 0141 945 3003 e [email protected] w www.qcha.org.uk
6 News
Unpaid Rent
Empty Properties
Repairs
How did we perform?Quarter 3: October to December 2012
Mrs Parker and Mrs Wallace celebrate their very special birthdays.On behalf of everyone at Queens Cross Housing Association we’d like to wish Mrs Parker a very, very happy 100th birthday and Mrs Wallace our best wishes for a wonderful 90th birthday.
Mrs Parker – a very busy lifeBoard and Executive Team members sent Mrs Parker, resident of Cromwell Court, their very best wishes for her 90th birthday.Mrs Parker has led a very busy and active work and family life, raising two children with her husband Daniel in Maryhill and, until only a few years ago, travelling alone to France to visit her daughter. Staff at Cromwell Court admire Mrs Parker’s spirit – she remains a very active member of the complex’s clubs and activities.
At the time of going to print, the Association were informed by Cordia that their handyperson service, which offers the over 65s help with small jobs around the home, will stop on 28 March. We apologise for the inconvenience that this might cause and we’ll update you as soon as we can provide more information.
6
Handyperson Service to stop
inconvenience that this might cause and we’ll update you as soon as we
We’re committed to improving performance and it’s our priority to keep customers and stakeholders informed about how we’re performing against our targets. We’re a transparent organisation and want to ensure
we’re giving our customers the right information at the right time. The chart above illustrates our performance for the period October – December 2012, against some of our key areas that are important to our tenants.
Our performance for collecting rent has improved and we have achieved our target, however the Association must continue to work with tenants to reduce this further. Tenants have a responsibility to pay their rent to us on time but unfortunately we do not receive all rent money due. The rental income received enables us
to deliver fi rst class services such as carrying out essential maintenance and investing in our properties.If you are fi nding it diffi cult to keep up your rent payments, please contact your housing offi cer or make an appointment with one of our specialist advisors.
We do not receive rent for properties when they are empty. It is important therefore that we fi nd tenants quickly, but at the same time ensuring properties meet our minimum standards. This means we have to carry out safety checks and carry out any necessary repairs. It is taking us longer than our target time for
new tenants to move into our empty properties. This is mainly due to the level of repairs that are required. It is the responsibility of tenants to ensure repairs are reported to the Association when they live in one of our houses and to maintain good decorative standards.
We believe we set a high standard for our repairs service, with our target response times being more challenging than many other housing associations. Our target timescales for routine repairs is fi ve working days - two working days for urgent
repairs and four hours for emergency repairs. We have achieved our target for carrying out routine repairs but we are slightly over target for urgent and emergency repairs. We are working closely with our contractors to address this issue.
Key Performance Target for year Actual Are weIndicator ending 31.3.13 performance achieving at 31.12.12 our target?
Unpaid rent 3.5% 3%
Average time to 14 working days 18 working daysre-let a vacant property
% routine repairs carried 98% 98%out on time
% urgent repairs 97% 95%carried out on time
% emergency repairs 100% 97%carried out on time
% properties with 100% 100%gas certifi cate
7Performance
Quarter 3 Complaints PerformanceThe complaints we receive from you continue to drive improvements to the services we provide. The case studies below are just a few examples of where learning opportunities have been identifi ed from complaints. The complaints accreditation status recently awarded to the Association by HouseMark, the fi rst award made to a Registered Social Landlord in Scotland is an acknowledgement that we are positive in handling complaints and that we take every complaint seriously.We’re also benchmarking our performance in handling
complaints against a range of other social landlords. Benchmarking allows us to compare our complaints data with other social landlords, to identify areas where we’re performing well and to pinpoint potential areas where we can improve how we handle complaints.
Customer satisfaction is a key element in our complaints process. In our customer complaints satisfaction survey we emphasise that it is satisfaction with the way a complaint has been handled by the Association that we are attempting to measure rather than the outcome of the complaint.
Customer satisfaction returns for Quarter 3 (October to December 2012) indicated that 58.3% of customers were dissatisfi ed with the way their complaint has been handled. The feedback we receive from customers about the way their complaint has been handled is important in identifying improvements and we’ll be using the customer satisfaction information to ensure we improve the way we investigate complaints and respond to complaints within prescribed timescales. If you have made a complaint about a service we provide, please
take the time to complete the complaints customer satisfaction survey which is sent to you following the resolution of your complaint.
Average timescale for response 4.3 working days 5 working days to stage one complaints
Average time to respond to 18.1 working days 20 working daysstage two complaints
Complaint: Customer is dissatisfi ed that she has been informed on three separate occasions that a contractor will fi t non-slip fl ooring in her kitchen, however no-one has carried out this work.
Determination: UpheldLearning Outcomes Identifi ed: Complaint was due to our contractor failure. We will ensure our contractor’s performance is closely monitored through to the completion of the job.
Learning from Complaints Case Study 2
Learning from Complaints Case Study 3
Complaint: Customer contacted the Association following water penetration into her kitchen and was advised that the lighting in kitchen was able to be used as the repair had been completed. The customer subsequently contacted us to advise that her kitchen lights had blown and was advised that the repair was not an emergency and could take up to fi ve days to complete.
Determination: UpheldLearning Outcomes Identifi ed: Training has been delivered to staff to ensure that electrical safety repairs issues are raised as emergency status repair lines.
Learning from Complaints Case Study 1
Complaint: A customer telephoned us to complain about the delay in arranging an inspection of condensation/dampness in her bathroom.Determination: Upheld
Learning Outcomes Identifi ed: The repairs team will review inspection requests which remain outstanding and action them when staff are otherwise not available.
Customer satisfaction with complaint handling
Training has been delivered to staff to ensure that electrical safety repairs issues are raised as emergency status repair lines. Learning from complaints - Case Study 3 Complaint: A customer telephoned us to complain about the delay in arranging an inspection of condensation/dampness in her bathroom. Determination: Upheld Learning Outcomes Identified: The repairs team will review inspection requests which remain outstanding and action them when staff are otherwise not available.
51 complaints 83.6%
10 complaints 16.4%
Percentage of Complaints by Stage
Stage One
Stage Two
Achieved Target Average time to respond to stage one complaints
4.3 working days 5 working days
Average time to respond to stage two complaints
18.1 working days 20 working days
47 complaints 77%
14 complaints 23%
Percentage Complaints Response Timescales
Complaints Responded to within Amescale
Complaints Responded to beyond Amescale
2 customers 16.7%
2 customers 16.7%
1 customer 8.3%
1 customer 8.3%
6 customers 50.0%
Customer Sa8sfac8on with Complaint Handling
Very SaAsfied
Fairly SaAsfied
Neither
Fairly DissaAsfied
Very DissaAsfied
Achieved Target Average time to respond to stage one complaints
4.3 working days 5 working days
Average time to respond to stage two complaints
18.1 working days 20 working days
47 complaints 77%
14 complaints 23%
Percentage Complaints Response Timescales
Complaints Responded to within Amescale
Complaints Responded to beyond Amescale
2 customers 16.7%
2 customers 16.7%
1 customer 8.3%
1 customer 8.3%
6 customers 50.0%
Customer Sa8sfac8on with Complaint Handling
Very SaAsfied
Fairly SaAsfied
Neither
Fairly DissaAsfied
Very DissaAsfied
Achieved Target Average time to respond to stage one complaints
4.3 working days 5 working days
Average time to respond to stage two complaints
18.1 working days 20 working days
47 complaints 77%
14 complaints 23%
Percentage Complaints Response Timescales
Complaints Responded to within Amescale
Complaints Responded to beyond Amescale
2 customers 16.7%
2 customers 16.7%
1 customer 8.3%
1 customer 8.3%
6 customers 50.0%
Customer Sa8sfac8on with Complaint Handling
Very SaAsfied
Fairly SaAsfied
Neither
Fairly DissaAsfied
Very DissaAsfied
Training has been delivered to staff to ensure that electrical safety repairs issues are raised as emergency status repair lines. Learning from complaints - Case Study 3 Complaint: A customer telephoned us to complain about the delay in arranging an inspection of condensation/dampness in her bathroom. Determination: Upheld Learning Outcomes Identified: The repairs team will review inspection requests which remain outstanding and action them when staff are otherwise not available.
51 complaints 83.6%
10 complaints 16.4%
Percentage of Complaints by Stage
Stage One
Stage Two
Percentage of complaints by stage
Percentage complaints response timescales
Green Space8 Green Space
Get in touch with Green SpaceDo you know of any green or environmental projects that you’d like to share with readers? Contact Margaret Brannan on [email protected] or call her direct on 0141 589 7349.
Green Space aims to bring attention to the environmentally friendly, money-saving projects and ideas going on in the Queens Cross area and how to live a greener life.
As reported in the winter issue of Focus, Woodside residents have been developing plans to transform the area into a desirable, high quality, vibrant and sustainable community.Since then the Growing Spaces project has developed with residents taking part in a series of consultation exercises to put forward ideas on how they would like to see unused spaces developed.Queens Cross Community Development Offi cer for Woodside, Angela Bialek said:
“Growing Spaces is a great way for residents to get involved and have their say on how their local area is developed.”One of the hopes of the residents is that gardening opportunities can be provided as well as upgrading the landscape.Growing Spaces supports local people to create garden areas and promotes health and wellbeing through gardening. The project is being run in partnership with the Coach House Trust.
If you’re interested in getting involved, contact
Angela on 0141 945 3003 or [email protected]
For more information about the Coach House Trust visit
www.thecht.co.uk
Are you a keen gardener....or don’t know anything about gardening but really want to learn? Then this could be for you!You may have seen activity in and around the community garden in Dundasvale recently (beside the bowling green). The Association arranged for the Coach House Trust to draw up plans and prepare the area – raised beds are now in place; trellis is up - so that tenants and residents in the Dundasvale area can take part in putting their green fi ngers to the test or learning new skills. The ground is now ready for
sowing seeds and planting vegetables. And to help you along, we’ll be running workshops on everything from how to sow and look after seeds to growing herbs, how to get the best out of raised bed gardening and container gardening.
Please look out for posters and information
on the gardening workshops – or for more information please contact Patricia Urquhart on 0141 945 3003 or [email protected]
Method:1. Heat the oil in a big frying
pan, then fry the onions until they’ve turned a gold colour and are softened a bit.
2. Add in the mince and garlic and cook through so that the meat’s nice and brown (if using veggie substitute add to dish and move to next step straight away)
3. Next, add in all the other ingredients, stirring well for a few minutes, and leave to simmer for about 25 minutes. Season to taste.
4. Serve with whatever you’ve got in, either rice, pasta or baked spuds.
Sow seeds withDundasvale growers
Growing Spacesdevelop in Woodside
Recipe Corner
Chilli Con CarneServes4 people
Ingredients:• 400–500g minced meat or
veggie substitute• 1 big onion• 2 cloves of garlic (peeled and
chopped)• 400g can of kidney beans (to
make this dish go further you can add in a can of canellini / haricot beans too)
• Half a teaspoon of chilli powder or fresh chilli, de-seeded and chopped (amounts to your taste!)
• 2 peppers, de-seeded and chopped (red and yellow ideally)
• 400g tin of chopped tomatoes
• A couple of bay leaves• 200ml of either stock or water
(you can use stock cubes – follow the instructions on the packet)
• Dash of oil• Salt and pepper to taste• Grated cheese to serve
Top tip:This is also a great recipe
to cook and freeze, so make
a large pot, enjoy it on the day,
then freeze the rest of it in empty
margarine or yoghurt pots for
another time. It helps if you
write on the outside of the
tub what’s in it and the date.
9News
Tam O’Shanter brought to life
Local residents had the chance to put their money and benefi t queries to the experts at our Information Day held in the Community Central Hall on 19 February.Our housing and fi nancial inclusion teams were there along with representatives from partner organisations such as Scotcash, G-Heat, Citizens Advice Bureau, Grand Central Savings, Christians Against Poverty and Maryhill and Greater Milton and Possilpark Credit Unions.Around 70 people attended the event with questions being asked on key issues such as Welfare Reform, the Bedroom Tax, Benefi t Cap, other benefi ts and savings.Head of Housing Services, Kevin Nixon said:“It was great to see such a positive turn out for the event. In the current economic climate it is important that people have an opportunity to get the right information on money and benefi t issues. Queens Cross are very grateful to all the agencies who took part and the residents who attended to make the day a success.”
Congratulations to the winner of the raffl e – Mr John Thorpe who won a Tesco voucher.
Money and Benefits Advice Event
About 70 local residents took advantage of our Money and Benefi ts Advice Day.
Addressing equality and diversity within communities will help the social housing sector better manage the effects of welfare reform according to the association’s equality and diversity champion, Mohammed Razaq.Speaking at the launch our fi rst Equality and Diversity Strategy in February, he said: “At a time when tenants and housing associations are suffering from the impact of welfare reform and changes to the benefi ts system, we believe that it’s more important than ever to apply the principles of fairness and equality to our services.“The evidence gathered through Getting to Know You has given us clear indications that we need to do more to address inequalities whether that is caused by poverty, age, disability, race, language or other communication barriers.“Our customers are unique and diverse and they deserve a service that is tailored to their individual needs.”The Strategy covers a three year period from 2013-2016 and was developed through widespread consultation with association customers, staff and tenant members of its four Community Involvement Groups. Zandra Yeaman, Training Manager, Positive Action in Housing, who spoke at the event, said: “The Association have produced a
comprehensive action plan that will make a real difference to the 4,500 households of Queens Cross.
This demonstrates the high level of commitment the Association has towards the provision of a service that is relevant, inclusive and accessible to everyone in the community.
Equality more important than ever according to Queens Cross
Money and Benefits
0141 945 [email protected]
Our services are accessible and responsive to our customers’ needs.Equality and diversity objective 4
Sow seeds withDundasvale growers
Residents of Hopehill sheltered complex were entertained by members of Hopscotch Theatre Company when they put on a performance of Robert Burns’ epic poem ‘Tam O’Shanter’. The poem tells a story of the drinking classes in the town of Ayr in the late 18th century.With the help of a few
props, Rob and Raigan from Hopscotch brought the story of ‘Tam’ to life, explaining the sometimes obscure language along the way and answering residents’ questions.The dramatic and dynamic performance was well received by the tenants as were the tea and cakes that followed.
Want to know a bit more about the bard? Visit www.robertburns.org
Hopscotch Theatre can be found onwww.hopscotchtheatre.comwww.hopscotchtheatre.com
Want to know a bit more about the bard? Visit www.robertburns.org
Hopscotch Theatre can be found on
Tam O’Shanter - a couple of verses
“No, wha this tale o’ truth shall read,
Ilk man and mother’s son take heed;
Whene’er to drink you are inclin’d,
Or cutty-sarks run in your mind,
Think! ye may buy joys o’er dear -
Remember Tam o’ Shanter’s mare.”
and
“But pleasures are like poppies spread,
You seize the fl ower, its bloom is shed;
Or like the snow falls in the river,
A moment white - then melts for ever”
”“
See page 16 to fi nd out more about our money, benefi ts and debt advice services.about our money, benefi ts and
10 News
Major ECO programme announcedThe projects are for multi-storey and deck access properties in Westercommon and Woodside.Louise Smith, Director of Property Services, is leading the major programme of works which are due to start in March. She said: “Raising the energy efficiency of homes is the most sustainable way to tackle fuel poverty. Indications from comparison sites with Ecopod and ground source heat pump systems indicate that our tenants will see significant savings on their fuel bills.“We’re proud to be at the forefront of using innovative technology to reduce carbon emissions and energy usage and delighted to be working so collaboratively with Carillion and British Gas to deliver real benefits to tenants.”Ecopod Heating Systems - an innovative and multi award-winning low carbon heating solution system by Carillion - will be installed in around 542 deck access homes in Woodside. This is: • Scotland’s first Ecopod project• UK’s first ECO (Energy Company
Obligation) funded Ecopod Heating systems.
The Ecopod project will also boost employment in the area by providing apprenticeships for around 10 local 16-19 year olds under Carillion’s TIGERS (Training Initiatives Generating Effective Results in Scotland) scheme, one of the company’s training initiatives. A second green energy system, supported by a ground source heat pump, will provide heating and hot water to 448 flats in four multi-storey properties in Westercommon. Mark Hampson, from Carillion, said: “We are delighted to be working in partnership with Queens Cross Housing Association on this pioneering project. As well as being the first ECO-funded programme of its type in the UK it will also support the local community by helping to build a green-skilled workforce and create vital new jobs.” “Raising the energy efficiency of homes is the most sustainable way to cut heating bills and reduce carbon emissions and we are delighted to be working so collaboratively with Queens Cross and British Gas to deliver these benefits. This is also one of our largest single projects for installing Ecopods and the first in Scotland.”The projects are being partly financed
through the Energy Company Obligation (ECO) programme – with £4.7 million coming from Carillion and Queens Cross funding partner British Gas. As one of the UK’s largest energy suppliers British Gas is a key contributor to ECO, with the funding designed to make significant energy improvements. The Association is seeking to involve owner occupiers in the project to allow them to experience the full benefits of an innovative energy efficient heating system.The EcoPods will be installed on the roof of the buildings complimented by solar thermal panels which produce additional heat into the system to help reduce running costs overall. A bespoke Building Management System (BMS) also monitors the system centrally and continually to ensure optimum performance for the customer. As the name implies, the ground source heat pump is installed underground where the soil temperature is a consistent 10-13 degrees. It harnesses heat from the earth using a series of underground pipes containing glycol (a type of environmentally-friendly antifreeze). Installing the new systems will result in the Association meeting its 2020 carbon reduction targets early and exceeding the Scottish Housing Quality Standard for energy efficiency.
A completed EcoPod with solar panels, Salford
Drop-in events were held for tenants of Woodside and Westercommon to explain how the new green energy projects will benefi t them.
Nearly 1,000 Queens Cross tenants will benefi t from warmer homes and up to 40% reduction in their heating bills thanks to two green energy funded programmes involving £19m of investment just announced by the Association.
“
”
Raising the energy effi ciency of homes is the most sustainable way to tackle fuel poverty.
[email protected] 945 3003
Ground source heat pump• Installed underground to utilise the earth’s soil temperature• Produces no carbon emissions• Hot water and heating without expensive, regular maintenance checks
embracing a
greener
future
11News
Major ECO programme announced
Chief Executive, Shona Stephen, with members of the project team and Woodside Community Involvement Group as the Ecopod made a visit to Raglan Street in March.
And there’s more!
A total of ten events were held in March where tenants and residents found out more about works planned for their properties and local environment.
A massive programme of improvement works starts this month.The green energy projects at Woodside and Westercommon are part of a bigger programme of work improving homes and properties across the area.Properties in Dundasvale, Burnbank Terrace, Napiershall Street and Cedar multi-storey flats will see the start of a range of works to foyer, landing, parking, garden and floored areas. The projects are led and co-ordinated by the Association’s property and asset management staff who
have spent months planning the works which will make a huge difference to the local environment.A full week of drop-in events was held in March to let tenants and residents see drawings, flooring and paint samples and have a discussion with Association team members and suppliers about the final design of foyers, landings and paths and fences due to be upgraded and repaired.
NEWS FROM THE NEIGHBOURHOODSNEWS FROM THE NEIGHBOURHOODS12 News from the neighbourhoods
Westercommon & Hamiltonhill
New computer classes have started in the Courtyard. Anyone can join the classes, from beginners to intermediate users. Please contact Rose Daly if you are interested (0141 336 3444). A Work Club has started in the Courtyard.
The Club is available to everyone seeking employment and want to learn how to job search online, create CVs, and apply online for job vacancies. Contact Rose Daly for more information (0141 366 3444).
HamiltonhillClearance conti nuesDemolition in Hamiltonhill is gathering pace and the contactor is currently clearing the area around Hamiltonhill Rd and Bonhill Street. Should you experience any problems in relation to the demolition programme please contact the Association’s offi ce at 2 Westercommon Drive (0141 336 3444).
Computer classes and work club start
Bedroom Tax meetingsHousing staff are currently carryingout face to face interviews with all those tenants affected by the Bedroom Tax. Should you receive a card or letter about this, it’s important that you take the opportunity to discuss how this will affect you and what can be done to deal with the impact of this UK Government legislation.
An invitation to join a gardening project
The new dog registration scheme has resulted in a great response from dog owners. This scheme allows the Association to manage the number of dogs in multi-storey fl ats. Owners are sent a certifi cate and best practice guide once
they’ve registered their pet dogs. No other dogs will be allowed to live in the multi-storey fl ats other than the ones that have been registered under this scheme, and no visitors will be allowed to bring their dogs into the fl ats as part of this procedure.
Easter Fun
Successful dog registration
The CIG are also holding an Easter event on Saturday the 30th March in The Courtyard where there will be an Easter Egg Hunt, Easter Bonnet
Parade, tea, coffee and cakes, and the offi cial opening of the new mural on the exterior front wall. The event will start at 12 noon and will run to 3.30pm.
Community Garden
The Community Involvement Group (CIG) has been busy arranging the Community Garden work behind The Courtyard. If you want to get involved and start growing vegetables, herbs and fl owers then please contact our Westercommon offi ce (0141 336 3444) and leave your details. As part of the Association’s environmental work there will also be a “seed bombing” exercise carried out in Hamiltonhill.
NEWS FROM THE NEIGHBOURHOODS13News from the neighbourhoods
Dundasvale
The Association is looking for local people interested in becoming involved in developing and improving the Woodside area.This involvement can take a number of forms, ranging from becoming a member of the Woodside Community Involvement Group, taking part in estate walkabouts, or participating in tenant
consultation activities. If you would like to fi nd out more about becoming involved in any of these activities, please contact Tom Canavan, Neighbourhood Housing Manager, or Katie Fox, Assistant Neighbourhood Housing Manager on 0141 945 3003 or by email on [email protected] and [email protected]
Dundasvale Community Involvement Group (CIG) have been busy organising and developing a community garden beside the bowling green.
This area gives residents the opportunity to get involved in growing a range of different plants, vegetables and herbs. Training workshops will be provided as well as gardening equipment - so all you need to do is turn up! If you are interested in joining us, please contact the Association’s offi ce at 6 Dundasvale Court, fl at 1/1 on 0141 589 7333.
WoodsideHelp us to improve Woodside Woodside Community
Involvement Group is looking for your views.
Community Garden underway
There have been a number of reports about visitors bringing dogs into Dundasvale multi-storey fl ats. Can tenants and residents please remember that no dogs are permitted in the multi-storey fl ats? Thank you for your co-operation.
No pooches please
Staff contacted tenants faced with the implications of the UK Government’s Bedroom Tax which will start on the 1st April 2013.
If you are contacted, please give staff the opportunity to discuss how we may be able to assist and/or advise you about dealing with the impact of this change.
Does theBedroomTax affect you?
Queens Cross
Safety firstAnother priority on our action plan
is a safe area for the residents of
the new Hopehill Road sheltered
development to cross Garscube
Road. The CIG group plan to lobby
local elected representatives to
gain support for this.
CIG members and Housing Offi cers have regular walkabouts in the area. These events help to highlight areas for improvement. All residents are welcome to attend these walkabouts so, if you are interested, please contact either Evelyn Keegans or Marion McIntyre who can advise of dates and times. We would love to have you along! (Call Evelyn or Marion on 0141-945 3003).
Join our walks
Back to SchoolThe CIG were also asked for a small donation towards a mural in the Dunard Street School playground and were delighted to assist. The mural will be unveiled in spring and members of the CIG hope to attend this event.CIG members have worked closely
with the St. Charles’ School Eco Group on the development of a community garden in the Clouston Court area. The children came into the Association’s offi ce recently to speak to the staff about how they travelled to work as part of their school travel plan.
Managing dog messMembers have highlighted their concerns over dog fouling in the area and a representative from Glasgow City Council’s Public Health Department will be at our next meeting to assist with an action plan to deal with this nasty problem.
Community Involvement Group (CIG) members have identifi ed an area of land at the back of 472 Maryhill Rd which would be ideal for a small garden area.A coffee afternoon was held on Thursday 24th January to seek the views of residents on this plan and we had a number of positive
responses from residents. The CIG hope to progress this in spring or early summer and this should brighten up the area for everyone. Members also plan to place some fl ower boxes in the Springbank St area.
Plans for growth
Queens Cross
14 Performance
Recent survey results show that 80% of Queens Cross Factoring customers are ‘very’ or ‘quite satisfi ed’ with the service they receive, an increase of 12% in four years. Since the last survey in 2008 the number of units factored has increased signifi cantly
from 1,300 to 2,150. The recently released results come from an owners’ survey held at the end of last year to identify areas where we are doing well and areas where we can improve. Conducted by independent research company, IBP Strategy &
Research, the purpose of the survey was to inform us of customers’ views and inform our future service delivery. A total of 363 surveys were completed. Questions centred on services provided, customer service and overall satisfaction.
Two meetings took place to discuss the survey – one with our focus group and one with a randomly invited group of owners. We would like to thank everyone who responded to the survey and took part in the meetings for their input.
OverallSatisfaction80% of our customers are ‘very’ or ‘quite satisfi ed’ with Queens Cross Factoring as their factor. We’re delighted to see an improvement from 2008 where the overall satisfaction was 68%. An action plan is in place to deliver further improvements.
Repairs and Services - Satisfaction with ServicesThe majority of respondents are ‘very’ or ‘quite satisfi ed’ with all aspects of repairs and services provided by Queens Cross Factoring, particularly in relation to handling of arrears (86%), factoring and administration services (82%) and administration of buildings insurance claims (80%).
Factoring: Owners Survey Shows 80% Satisfaction Rate
CustomerService80% of respondents are ‘very’ or ‘quite satisfi ed’ with customer service provided by us (up from 77%, 2008), although a signifi cant minority (19%) were very or quite dissatisfi ed (down from 23%, 2008). One suggestion from owners was that we advise them about staff members’ roles.
Factoring
Owners’ survey shows 80% satisfaction rate
Recent survey results show that 80% of Queens Cross Factoring customers are ‘very’ or ‘quite satisfied’ with the service they receive, an increase of 12% in four years. Since the last survey in 2008 the number of units factored has increased significantly from 1,300 to 2,150. The recently released results come from an owners’ survey held at the end of last year to identify areas where we are doing well and areas where we can improve. Conducted by independent research company, IBP Strategy & Research, the purpose of the survey was to inform us of customers’ views and inform our future service delivery.
A total of 363 surveys were completed. Questions centred on services provided, customer service and overall satisfaction.
Two meetings took place to discuss the survey – one with our focus group and one with a randomly invited group of owners. We would like to thank everyone who responded to the survey and took part in the meetings for their input.
Overall Satisfaction
80% of our customers are ‘very’ or ‘quite satisfied’ with Queens Cross Factoring as their factor. We’re delighted to see an improvement from 2008 where the overall satisfaction was 68%. An action plan is in place to deliver further improvements.
Customer Service
0%
20%
40%
60%
Very Satisfied Quite Satisfied Quite Dissatisfied Very Dissatisfied
21%
57%
10% 12%
36%
44%
10% 10%
2008 (base: 411)
2012 (base: 272)
80% of respondents are ‘very’ or ‘quite satisfied’ with customer service provided by us (up from 77%, 2008), although a significant minority (19%) were very or quite dissatisfied (down from 23%, 2008). One suggestion from owners was that we advise them about staff members’ roles. This is included in this newsletter.
Repairs and Services - Satisfaction with Services
The majority of respondents are ‘very’ or ‘quite satisfied’ with all aspects of repairs and services provided by Queens Cross Factoring, particularly in relation to handling of arrears (86%), factoring and administration services (82%) and administration of buildings insurance claims (80%).
Satisfaction with Repairs
0%
20%
40%
60%
Very satisfied Quite satisfied Quite dissatisfied Very dissatisfied
38% 42%
10% 9%
-100%
-50%
0%
50%
100% 86% 82% 80% 79% 79%
-14% -18% -20% -21% -21%
Very or Quite Satisfied Very or Quite Dissatisfied
-100%
-50%
0%
50%
100% 86% 86% 82% 80% 79% 79%
-14% -18% -20% -21% -21%
Very or Quite Satisfied Very or Quite Dissatisfied
15Performance
Satisfaction with Repairs Cyclical repairs achieved 67% satisfaction, while communication about major repairs and the quality of major repairs achieved 68% and 70% satisfaction respectively. We’re pleased to report that levels of satisfaction for almost all aspects of repairs and services have shown improvement since 2008, particularly in relation to the administration of buildings insurance claims (80% - up from 66%, 2008).
Costs and BillingThe majority of respondents are ‘very’ or ‘quite satisfi ed’ with the costs of all of the services listed. Satisfaction is highest in relation to the buildings insurance premium (85%) and lowest for common repairs (68%).
Action PlanAlthough pleased with the results, we have developed an action plan to
address areas for improvement. A summary of the actions is below:
Communication • Upgrade website • Publish service standards
Repairs and Services • Carry out review of repairs and communication processes • Continue to carry out surveys after major repairs
Costs and Billing • Need to demonstrate value for money • Carry out post-inspections • Revise invoice layout
Future Services • Carry out cost/benefi t analysis of offering private repairs, contents insurance and private letting agency.
Factoring: Owners Survey Shows 80% Satisfaction Rate
Join us for the spring holiday!It’s time again for the youth project’s holiday programme which this year will take place in the Benview School Campus from Monday 8th April to Friday 12th April. There will be football and dance coaching sessions on each day between 1pm and 3pm. Sessions are free for children in Primary 1 to Primary 7. However, on the child’s fi rst day a parent/ guardian must be present to sign
their consent from for participation.Each youth group also go on trips to places like Summerlee Heritage Park and the seaside. More information about the trips are available from local youth groups. Or you can speak to your friendly youth workers or contact Scott McNair, the Association’s Community Development Offi cer (Youth) on 0141 945 3003 or [email protected]
Cyclical repairs achieved 67% satisfaction, while communication about major repairs and the quality of major repairs achieved 68% and 70% satisfaction respectively.
We’re pleased to report that levels of satisfaction for almost all aspects of repairs and services have shown improvement since 2008, particularly in relation to the administration of buildings insurance claims (80% - up from 66%, 2008).
Costs and Billing
The majority of respondents are ‘very’ or ‘quite satisfied’ with the costs of all of the services listed. Satisfaction is highest in relation to the buildings insurance premium (85%) and lowest for common repairs (68%).
Action Plan
-100%
-50%
0%
50%
100%
Routine reactive repairs
The quality of major repairs
Communications about major
repairs
Cyclical repairs
79% 70% 68% 67%
-21% -30% -32% -32%
Very or Quite Satisfied Very or Quite Dissatisfied
-100%
-50%
0%
50%
100%
Buildings Insurance Premium
The management fee
Cleaning costs Maintenance of common grounds
Common repairs
85% 76% 75% 74% 68%
-15% -24% -26% -27% -32%
Very or Quite Satisfied
Cyclical repairs achieved 67% satisfaction, while communication about major repairs and the quality of major repairs achieved 68% and 70% satisfaction respectively.
We’re pleased to report that levels of satisfaction for almost all aspects of repairs and services have shown improvement since 2008, particularly in relation to the administration of buildings insurance claims (80% - up from 66%, 2008).
Costs and Billing
The majority of respondents are ‘very’ or ‘quite satisfied’ with the costs of all of the services listed. Satisfaction is highest in relation to the buildings insurance premium (85%) and lowest for common repairs (68%).
Action Plan
-100%
-50%
0%
50%
100%
Routine reactive repairs
The quality of major repairs
Communications about major
repairs
Cyclical repairs
79% 70% 68% 67%
-21% -30% -32% -32%
Very or Quite Satisfied Very or Quite Dissatisfied
-100%
-50%
0%
50%
100%
Buildings Insurance Premium
The management fee
Cleaning costs Maintenance of common grounds
Common repairs
85% 76% 75% 74% 68%
-15% -24% -26% -27% -32%
Very or Quite Satisfied
16 Welfare Benefi t
The benefi t cap – start date delayedIn the winter edition we looked at two reforms to housing benefi t, the bedroom tax and the benefi t cap, which were both expected to start from 1st April 2013. The bedroom tax is still (as far as we know) due to start from 1st April this year.
Please note that the information in this article and on our website is believed to be accurate and up to date as far as we know at the time of writing, based on offi cial UK government sources available at that time. However the Government’s plans may change or be subject to unforeseen delay, and some of the relevant law may not yet be fi nalised or may also be subject to change. To fi nd out if there has been any further update to DWP plans, try the sources of advice listed at the bottom of this page.
What is the benefi t cap again?The DWP’s plan is that there will be a cap (a maximum limit) on the total benefi t that can be claimed by a person of working age. People who are old enough to qualify for pension credit will not be affected. Certain households will be exempt from the cap depending on what benefi ts have been awarded.
There should also be exemption if you are in supported accommodation provided by a housing association, or a registered charity, or a not-for-profi t organisation, where the accommodation provider also provides you with more than minimal care, support or supervision.
It is expected that the benefi t cap will be:
£500 a week – for a couple (with or without children) or a lone parent£350 a week – for a single person with no children in the same householdMore details about the benefi t cap, and other welfare reforms, can be found on our website www.qcha.org.uk. Click on ‘welfare reform’ on the home page to fi nd out more. Or you could contact the association and ask for a copy of our benefi t cap factsheet.
The bedroom tax arrivesBy the time this magazine reaches you, it is expected that the bedroom tax will already be affecting (or will soon affect) people under pension credit age in social rented housing. The bedroom tax is a reduction in the amount of housing benefi t that can be paid, where it is decided that your house has at least one ‘extra bedroom’ that is not needed for the size of your household.
The number of bedrooms needed is
worked out according to the number of people who occupy your house. Some people are expected to share a room, for example the members of a couple, or 2 children under age 10, or 2 children under age 16 of the same sex. One extra bedroom can be allowed where you or your partner needs overnight care and where the care is provided by someone who does not normally reside in your home. If a child needs a separate bedroom because of their disability, then one unshared bedroom may be allowed for that child, regardless of the age and sex of the child.The reduction in housing benefi t is equal to 14% of your rent where you have one “extra” bedroom and 25% if you have 2 or more “extra” bedrooms above your allowance.
Exemptions from the bedroom taxYou will be exempt from the bedroom tax if: • You have (or your partner has)
reached the qualifying age for pension credit, or
• You are in supported accommodation provided by a housing association, or a registered charity, or a not-for-profi t organisation, where the accommodation provider also provides you with more than minimal care, support or supervision.
Getting help about the bedroom taxThe Association has been arranging to visit people who it believes may be affected by the bedroom tax, so that help and advice can be offered. If
you think you might be affected by the bedroom tax, but have not yet heard from us about this, please get in touch with your area housing team.
More details about the bedroom tax, and about other welfare reforms, can be found on our website www.qcha.org.uk. Click on “welfare reform” on the home page to fi nd out more. Or you can contact the association and ask for a copy of our bedroom tax factsheet.
PIP – migration of DLA awards delayedIn the autumn edition of Focus we highlighted plans to introduce a new benefi t called Personal Independence Payment (PIP), which is intended eventually to replace disability living allowance (DLA) for people of working age.
At that time it was expected that PIP would be introduced for new claims and changes of circumstances from June 2013, and that the process of assessing people on DLA under the new PIP would start in April 2014. The main concern for people already getting DLA is that under the new PIP scheme many people may fi nd they are assessed as not entitled to PIP, or entitled to less money under PIP than they had under the DLA scheme.
Since then it has been announced that the process of assessing existing DLA awards for PIP (a process known as migration) will not start before some time in 2015.
Last chance toclaim DLA If you are age 16 to 64 and not currently receiving DLA, you can still make a new claim, and if awarded you may keep on getting DLA after PIP comes in, possibly until as late as 2015.
According to current DWP plans you will not be able to claim DLA after the end of May 2013 unless the DLA claim is for a child under age 16.
People who are still getting DLA when they reach age 65 will not be affected by PIP. They can keep on getting their DLA award. To fi nd out more about claiming DLA, and for help to make a claim, see the sources of advice below.
Changes to benefits in 2013 – updateIn the autumn and winter editions of Focus, we highlighted a number of changes to welfare benefi ts (known as welfare reforms), which were due to start taking effect from 1 April 2013.
In this article we provide updated information on welfare reforms, including news of delays in plans to implement certain changes.
All of the information this article is believed to be correct and up to date at the time of writing. However the Department for Work and Pensions (DWP)’s plans have already been subject to changes, and may yet change again. To fi nd out if there has been any further update to DWP plans, try the sources of advice listed at the end of this article.
Want to know more about welfare reforms?
If you are concerned about how the changes might affect you, or if you would like any advice about welfare benefi ts please call us on 0141 945 3003 and ask for welfare rights. You may be offered an appointment at one of the Association’s offi ces. If you cannot come to an appointment, please request a home visit and one of our welfare rights offi cers will get back to you about this as soon as possible.Our website: www.qcha.org.uk Our email address: [email protected]
For advice agencies in Glasgow outside Queens Cross Housing Association: -GAIN (Glasgow’s Advice and Information Network): -Telephone helpline 0808 801 1011 Monday to Friday 10.00 am to 8.00pm and Saturday 10.00am to 2.00pm. Calls are free from landlines and most mobile numbers.Website www.gain4u.org.ukDWP benefi t cap helpline: 0845 605 7064
How can I get further advice?
0845 605 7064
www.gain4u.org.uk As well as getting advice you can also check out the ‘Welfare Reform’ section of
our website. Go to www.qcha.org.uk and click on Welfare Reform.
17News
Queens Cross is one of two housing associations to be awarded the fi rst complaints accreditations in Scotland by performance organisation HouseMark.
Audrey Simpson, Head of Business Improvement, led the process for Queens Cross Housing Association. She said: “Being fi rst to achieve accreditation demonstrates a successful cultural change in the association towards complaints.
“We’ve come a long way and our tenants and customers are starting to see the benefi ts in our new approach.
“Queens Cross is committed to excellence and continuous
improvement. Having joined HouseMark in March last year we’re able to benchmark our performance against organisations across the UK. This ensures that we’re continually learning and improving services based on the best practices available.” The organisation provided evidence to support compliance against 40 Building Blocks that make up the accreditation’s assessment criteria. HouseMark’s independent assessor interviewed staff, tenants and factored-owners, audited complaints cases and looked in detail at the organisations’ complaints processes including how complaints
are recorded and reported.Commenting on the association’s success, Gez Kinsella, Assistant Director (Consultancy), HouseMark, said: “Queens Cross tested themselves against the challenging accreditation ‘Commitments and Building Blocks’ and passed with fl ying colours. “In achieving this they have not only demonstrated Scottish Public Services Ombudsman compliance, but have shown that they are open and transparent and is an organisation that welcomes and are willing to learn from complaints. Implementing their report recommendations is further evidence of organisations seeking continuous improvement.”
Queens Cross in complaintsaccreditation first
Kirsty Wells (right), HouseMark Scotland Manager, presents Scotland’s fi rst complaints accreditation award to Audrey Simpson, Head of Business Improvement, Queens Cross Housing Association (left).
The NHS Scotland Be Ready for Easter campaign is advising people to take a few simple steps to look after their health.
By making sure they have a supply of over the counter medicines, knowing when their GP surgery is open and checking their repeat prescriptions, they can ensure they make the most of the Easter holiday weekend.
This year many GP surgeries across Scotland will be closed for up to four days from Good Friday (March 29th) to Easter Monday (April 1st).
The four key steps that Be Ready for Easter recommends this Spring are:
Restock your medicine cabinet if neededCommon ailments such as colds
can often be effectively treated at home with readily available medicine such as pain relief, cough mixture and cold remedies. Parents are reminded to restock their medicine cabinet with child-friendly remedies.
Use your local pharmacyYour pharmacist can offer advice or help if you need over-the-counter remedies or have run out of any prescribed medication. You can also pick up plasters and antiseptic creams to prepare for any minor accidents.
Make sure you have enough repeat prescription
If you or someone you care for requires medicines regularly, make sure you order and collect repeat prescriptions in good time to ensure you have enough medicine to last over the holiday period.
Know when your GP surgery will be openYour local doctor’s surgery may be closed for four days during the Easter weekend from Good Friday to Easter Monday (March 29th – April 1st).
Spring into a healthy Easter
Green-fi ngered brothers Euan and Ruari Davies spring into action as they remind us to Be Ready for Easter.
PEOPLE in Scotland are being encouraged to put a “spring” in their step this Easter by preparing ahead for the holiday period.
General advice and information on how to stay healthy this Easter can be found at www.nhsinform.co.uk or contact NHS inform on 0800 22 44 88.
News18
March 2013 sees the completion of the largest ever development programme in the Association’s 35 year history. We’re proud to have delivered 385 affordable homes in the last three years - all built within a mile of the Association’s offi ce. The new properties have been built over fi ve sites, regenerating derelict land and buildings and changing the skyline of Queens Cross.Helping fi rst time buyers onto the property ladderThe challenges facing fi rst time buyers are well known so we’re particularly pleased to have provided 93 fl ats on a shared equity basis, allowing low income families to purchase their fi rst home.All 93 fl ats have been sold and the buyers are people from the Glasgow area with an average income level of £22,000. The remaining four are reserved and will complete soon.Shared equity homes are included in each of the schemes ensuring an integrated, multi-tenure approach to support the long term sustainability of our communities. 105 Hopehill RoadThe Association’s new sheltered housing scheme provides 35 fl ats for older people with low level support needs, together with communal facilities. The environmentally conscious design has already received commendations at both
The Scottish Home Awards and The Herald Property Awards. Residents have been delighted with their low energy bills although some have taken a little time to get used to the under fl oor heating system.Garscube RoadThe Hopehill Road building was developed in conjunction with another project of 82 fl ats and houses at Garscube Road which together have provided the largest solar hot water project to date in Scotland. Murano CrescentThe Association’s largest ever development is Murano Crescent - 140 fl ats which completed in May 2012. These homes are built overlooking Forth and Clyde canal and the upper fl oors have some of the most spectacular views in Glasgow. Oban DriveThe last of the Association’s new build projects is at Oban Drive on the site of the old North Kelvinside School. Located just off Queen Margaret Drive and near to the Botanic Gardens these fl ats are proving hugely popular with both tenants and people wanting to buy their fi rst home. March 2013 will see the end of this £11m development with the completion of 10 larger family houses.
Celebrating the completion of our biggest affordable homes programme
17 – 23 June 2013Refugee Week Scotland is a week-long festival of arts, cultural and educational events celebrating the contributions refugees have made to Scotland, the communities that have welcomed them and broadens understanding about why people seek sanctuary.
HeritageHeritage is the programme theme this year. Exploring
heritage has the potential to not only get people talking and sharing - but also raises awareness about each of our experiences.It might include oral histories or memories and experiences. Or perhaps cultural traditions, the history of a community or place, historic sites or buildings, collections of objects, books or documents in museums, libraries or archives, natural heritages, landscapes and gardens.
You can fi nd out more about the Council and Scottish Refugee Week on:
Web: www.scottishrefugeecouncil.org.ukTel: 0141 248 9799 Email: [email protected]
Scottish Refugee CouncilAs a member of Scottish Refugee Council, the Association supports the Council’s work to ensure all refugees in Scotland are treated fairly, with dignity and that their human rights are respected.
Email: [email protected]
The Garscube development saw 82 brand new high quality homes developed
Ancroft StreetAs part of a stock transfer from GHA, the Association acquired 44 derelict traditional sandstone tenement fl ats in Ancroft Street. Grant funding, under the Improvement & Investment Fund, was awarded for the comprehensive rehabilitation of the tenements to provide 28 fl ats for rent and 16 fl ats to be improved for sale to fi rst time buyers. This project may be one of the last comprehensive tenement improvement projects in Glasgow and is due for completion in
May 2013. The commitment to retaining the fabric of Queens Cross has been popular with local residents.
Ancroft Street – bringing derelict tenements back to life.
Celebrating the completion
taken a little time to get used to the
developed in conjunction with another
Garscube Road which together have
developed in conjunction with another
AGM newsThe Association will hold its AGM (Annual General Meeting) in September. This is where local people are elected to the Association’s Board of Management and Community Involvement Groups. If you would like to attend the AGM or stand for election you must be a member of the Association. Membership forms are available to download from our website www.qcha.org.uk, from our offi ces at 45 Firhill Road or 2 Westercommon Drive. We would welcome enquiries from tenants and local residents who are interested in joining our Board or Community Involvement Groups.You can fi nd out more about the role of a governing body member by logging on to our website or contacting Fiona Smith, Executive Offi ce Manager by email at [email protected] or by telephone 589 7400 (you can leave a message outwith offi ce hours).
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Main Offi ce45 Firhill Road, Glasgow, G20 7BETel – 0141 945 3003
The Courtyard2 Westercommon Drive, Glasgow, G20 5PGTel – 0141 336 3444
Email: [email protected]: www.qcha.org.uk
Dundasvale Housing Offi ceFlat 1/1, 6 Dundasvale CourtGlasgow G4 0DGTel: 0141 589 7333
QC FactoringSuite 12 – Firhill Business Centre74 – 76 Firhill Road, Glasgow, G20 7BATel: 0141 561 1105 Email: [email protected]: www.qcfactoring.co.uk
Out of hours emergency number:
QC HA Tenants - 0808 143 2002
Get in touch Our offi ce opening hours are Monday to Friday 9am to 5pm
Public holidays2013Our offi ces will be closed on the following public holidays:EasterFriday 29 March and Monday 1 AprilMay Monday 6 and Monday 27 MayGlasgow Fair Friday 12 and Monday 15 JulySeptember Friday 27 and Monday 30 September
For emergencies when our offi ce is closed, call us on 0808 143 2002.
Focus magazine is keen to hear from local people about community events, activities, groups and interests. If you’d like to talk to us about an article idea for our next issue or for our website, www.qcha.org.uk, contact Margaret Brannan or Caroline Russell, Communications, Queens Cross Housing Association at email address [email protected], [email protected] or call us 0141-945 3003.
Work has begun on Accidental Mix, a major Queens Cross arts project supported by Creative Scotland.Created in partnership with Glasgow School of Art’s Department of Sculpture and environmental art, phase one of the project involves an artist in residence led by sculptor Virginia Hutchinson, exploring making as a means of engagement.Virginia explains the project: “The idea behind the project is to look at how making can facilitate communication - and how this could feed into future art projects within the area.”“Over the summer months we’ll be creating objects using a mobile foundry that I’ve custom-built. Taking the foundry to various locations within the area, we’ll then put the objects to use locally. The objects will exist temporarily before being melted down into new forms.”“Usually I would have a plan and know exactly what I’ll be producing. This time I have to start doing things fi rst and see what reaction I get. I fi nd it an exciting and dynamic way of working, but also a wee bit scary.”Born in Paisley and educated at Gray’s School of Art, Aberdeen, and the Royal College of Art, London, Virginia’s already had one surprise – a very unexpected local connection: “I was stunned when I found out my great, great grandfather was the creator of the McFarlane mangle, produced at the J&A McFarlane Foundry on Springbank Street.“Given that I have fabricated a
mobile foundry and found myself working almost in the same street, this makes me even more excited about the work we’re doing here.”An open studio has been set up as base for the project. Over the next few months various groups, including students from the Glasgow School of Art will be adding to the mix and using it as a studio, gallery and resource space. The ‘695’ studio on Garscube Road will be open for various events throughout the coming months and will also act as a place for people to get together or drop in, have a cup of tea and chat about the project. The project runs from February to September this year. It’s being recorded on fi lm and archived online so that the project leaves a legacy for future generations. An exhibition of the work produced during the residency will be presented in September of this year.
An Accidental Mix BeginsCreative fun as Glasgow School of Art Students held an open day for local residents.
Sculptor, Virginia Hutchinson, is leading Accidental Mix, a major community arts project supported by Creative Scotland.
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