A warm welcome to our new tenants who transferred from GHA on 2nd June

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1 MILNBANK Issue No. 111 MESSENGER June 2011 As a result of Second Stage Transfer from GHA, 857 tenants from the Armadale, Haghill and Duke Street areas have become tenants of Milnbank Housing Association, a very warm welcome to each and every one of you. The second stage transfer also involves Milnbank Housing Association meeting with owner occupiers within this stock with a view to the Association taking over factoring responsibilities to provide a property management service. It is anticipated that Milnbank will become factors for the majority of this stock by mid July. A warm welcome to our new tenants who transferred from GHA on 2nd June NEWSFLASH: NEW CONTENTS INSURANCE SCHEME AVAILABLE. PLEASE SEE PAGE 8 FOR FURTHER DETAILS.

2 STAFF STRUCTURE In order to meet our commitments to ex-gha tenants who transferred to Milnbank Housing Association, and, of course, to continue to deliver our current high level of service provision to existing residents, our staff complement has increased. Seven staff from GHA transferred to the Association under TUPE arrangements and in addition, we plan to recruit 2 new managers to line manage our Housing Services and Corporate Services functions. Please find our revised staff structure below. April 2011 Factoring Accounts Owners are asked to note that the April 2011 factoring accounts have been issued. If you are finding it difficult to pay this account in a one off payment, why not consider joining the Company s Direct Debit Scheme. Direct Debit is the simplest way to make weekly/fortnightly/monthly payments towards your account, helps you to manage your household budget and is one of the safest ways of paying your bills. For more information on Milnbank Property Services Direct Debit Scheme or to request an application form to set up a direct debit, please contact Joanne MacMillan Property Services Administrator on

3 ALL NEW MEMBERS DURING JUNE & JULY WILL AUTOMATICALLY BE ENTERED INTO OUR PRIZE DRAW TO WIN A 15 MARKS & SPENCER VOUCHER 3

4 GOLFHILL CARE HOME WILL BE HOLDING CAR BOOT SALES ON: SUMMER PROGRAMME SATURDAY 23RD JULY SATURDAY 27TH AUGUST SATURDAY 1ST OCOTBER FROM 10AM TO 3PM AT PTCHES COST 5 35 HANSON STREET DENNISOUN IF INTERESTED PLEASE CONTACT GOLFHILL CARE HOME ON The Association s Handyperson Service The Handyperson Service is in place to carry out a number of jobs in and around your home and as an added bonus you will have a reliable friendly face to call on when you need help or want a job doing that you are not able to do yourself. This service is available to those over 60, infirm and vulnerable residents. Examples of the type of services covered include: Changing light bulbs Changing plugs and fuses Fixing shelves Putting up curtain rails Fitting spy holes & chains to doors Assisting in the removal of bulk Small general repairs If you would like this service please contact the Property Services Function on who will endeavour to assist you in your request. 4

5 Congratulations to Mr Flynn of Aberdour Street; Mrs Thomson of Roebank Street and Mr O Donnell of Harcourt Drive on completing and returning their Repair Surveys, and to Mr Wong of Walter Street for Stair Cleaning survey. Marks & Spencer vouchers have been awarded. Digital TV Switchover On 8th & 22nd June 2011 the digital TV switchover took place in all households in the STV Central region. Thousands of homes, previously in digital blackspots, will now be able to receive Freeview channels from relay transmitters for the first time boosting their choice of channels from four to around 15. All residents will now receive the digital signal through their own FREEVIEW TOP BOX SET or a DIGITAL READY TV. Contact Digital UK with any questions on or visit their website for more information

6 OUR During the period April 2010 to March 2011, a total of 597 objectives were set and 469 were achieved which represents 79%. These targets are highlighted as follows: HOUSING MANAGEMENT Transfer allocations 20% 27% Average time to allocate a void property Within 10 working days This was achieved 66% of the time. Average time to conduct a visit to a new tenant at their home Within 28 working days This was achieved 90% of the time (due to lack of response from tenants) Rent arrears No higher than 4% of total 4.2% rental income House visit carried out to all tenants in % 100% months arrears All secure rents registered within time limit 100% 100% ESTATE MANGEMENT Respond to minor complaints Within 1 working day 100% of the complaints received in this category Respond to major complaints Within 3 working days 100% of the complaints received in this category Targeted closes to be inspected monthly 100% 100% Minimum grass cuts per year 6 cuts 7 cuts Minimum cut backs for shrubbery per year 1 cut 2 cuts REPAIRS & MAINTENANCE Average time to complete repair works to a void property Same day response time to repairs reported % of 1 st time access for gas maintenance inspections Close Painting schedule for year to be completed FINANCE 10 working days 12 working days 1 working day 98% 90% of tenants 73% of tenants 100% of properties 65% of properties Reminder letter sent for all debts within 4 weeks of arrears 100% 100% Maximum % of staff costs v income No greater than 40% 38.5% Maximum % of office overheads v income 15% 10% 6

7 PERFORMANCE 2010/11 SERVICES FOR OWNERS Court action instructed after 7weeks in arrears 100% 100% Issue factoring accounts twice yearly 100% 100% Process all Right to Buy applications within time limit 30 working days 28.5 working days HOUSING WITH SUPPORT SERVICE Tenants receive a Support Plan when sign for tenancy Conduct a support planning review every 12 months Support Assessments must be conducted as part of new tenancy 100% 100% 100% 98% 100% 100% GOVERNANCE Committee attendance at meetings 85% 81% Average time to respond to complaints through the complaints policy Minimum % of shareholders to attend the AGM Minimum number of residents attending the Area Meetings Minimum number of newsletters distributed each year 14 working days 3 working days 1/10 th of membership 13% 20% 5.2% 4 4 HUMAN RESOURCES Maximum % of staff absences per year No higher than 4% 4.9% Minimum number of Health & Safety Group meetings per year Vacant posts to be filled within 4 weeks of closing date % 100% 7

8 CONTENTS INSURANCE SCHEME GHA has kindly extended their current contents insurance scheme to all non-gha tenants; this means that all Milnbank Housing Association residents can join this excellent scheme which is managed by AVIVA. A range of cover is available starting from as little as per year. For further information on this scheme, please contact our housing services section. IF YOU ARE UNSURE OF YOUR BULK COLLECTION DAY, PLEASE CONTACT THE OFFICE ON CUSTOMER COMPLAINTS Association residents will know that we have a Customer Complaints Policy in place which is issued to anyone who wishes to make a complaint against us. These complaints can range from tenancy matters, repairs, staffing issue and this policy ensures that staff follow the procedure to ensure each complaint is dealt with in a consistent fashion. TREE PLANTING IRONGRAY STREET To mark the successful stock transfer from GHA, Primary 3 children from Haghill Park School planted a tree on the corner of 71/81 Irongray Street. During the financial year 2010/11, a total of 4 complaints were recorded. These covered: 2 complaints regarding staff attitude and 2 regarding our service level. We are pleased to confirm that each of these complaints were investigated and resolved satisfactorily using the Complaints Procedure. If you wish a copy of this Policy, please contact the office. 8

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10 As usual the Association received lots of positive feedback following our recent Gala Day. A huge Thank You to all the Social Committee, Management Committee and staff who contributed to make this day a success. A selection of photographs of the Gala Day are shown below. 10

11 Building Insurance Claims The Association operates a common block Building Insurance Policy. It should be noted that cover does not include personal effects, floor coverings, furniture, etc, and it is the resident s responsibility to ensure that they are adequately covered in this respect by Household Contents Insurance. The terms and conditions of the policy require that any loss or damage likely to be the subject of a claim be reported to the Association within 30 days. Failure to do so will result in the claim being declined by the Insurer s. Owners are also advised that when making a claim they can provide the Association with their own quotes for the works. Ultimately it will be the insurance company who make the decision on what quote they will go ahead with. All claims made by owners are subject to 100 Excess e.g. it is the person that is making the claim that has to pay the excess. Tenant Satisfaction Survey Repairs & Maintenance Milnbank Housing Association s main commitment is to provide a comprehensive, efficient and cost effective repairs & maintenance service to our residents. In order to achieve and maintain excellent customer service Milnbank Housing Association carries out a monthly survey on the repairs and maintenance service delivered by the Association. Resident s feedback is essential to us in order to monitor and assess our performance and improve the effectiveness of our service by resolving problems at the earliest opportunity. Below are the results for the full year April 2010 March In general a good response to the surveys was received from tenants 39%. FORTHCOMING EVENTS: SUMMER CLUB FOR CHILDREN AGED FROM 5 TO 12YEARS. STARTS 5TH JULY IN MILNBANK COMMUNITY HALL ON EVERY TUESDAY & THURSDAY FROM TO 2.30PM CYCLE TRACK IN ALEXANDRA PARK WENT ON SITE 6TH JUNE WATCH THIS SPACE FOR MORE INFORMATION ANY OLD BIKES FOR RECYCLING CAN BE GIVEN TO THE ASSOCIATION, PLEASE CONTACT THE OFFICE TO ARRANGE COLLECTION COMMUNITY GARDEN IN ALEXANDRA PARK WILL OPEN SOON, LOOK OUT FOR MORE INFORMATION 11

12 EMERGENCY NUMBERS Milnbank Housing Association Scottish Power (electricity failures) Scottish Gas Scottish Water (Emergencies) Strathclyde Police (London Road) Street Lighting Close Lighting NB: 1. These numbers should be used for EMERGENCIES 2. Repairs during office hours Monday - Friday should be notified to the Association office on Please keep this list handy e.g. by the telephone. MESSAGES You will notice that in nearly every edition, we print messages etc for residents. If you would like to issue a greeting, please complete and hand the under noted slip to a staff member. I / We would like to wish (name) of address A birthday/anniversary/etc wish (please state) From:.... Editor: Printed by : Linda Sichi VERVE Ballindalloch Drive Dennistoun Glasgow G313DQ Tel: Fax: