MILNBANK MESSENGER OUR GLORIOUS GALA DAY. Details on the Association s Performance and Successes during 2012/13 SUPPLEMENT INSIDE OUR PERFORMANCE

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1 MILNBANK Issue No. 119 June 2013 MESSENGER OUR GLORIOUS GALA DAY Details on the Association s Performance and Successes during 2012/13 SUPPLEMENT INSIDE OUR PERFORMANCE AND SUCCESSES 2012/13

2 BACKCOURT IMPROVEMENT WORKS AITKEN STREET YOU SAID...As part of our ongoing consultation with residents, the Association embarked upon a backcourt improvement scheme within the Duke Street Area. Following the Second Stage Transfer, residents highlighted the poor condition of the backcourts within this area. WE DID... In response to these concerns, the Association arranged a series of meetings inviting local residents to discuss their concerns and share their views on the improvements with Associations architect. This resulted in Phase 1 of 3 being completed at the Aitken Street block within a short period of time. The picture below demonstrates the excellent result. YOU SAID... Feedback from the residents within this 1 st phase of the works was very positive and the residents are enjoying using the facilities and sitting in pleasant surroundings. GALA DAY A huge Thank You to Milnbank Social Committee and Denise Robertson, Community Engagement Worker, for once again organising a fantastic Gala Day. The high turnout of local people, the number of attractions and, for once, even the weather, helped make the day a big success. The Social Committee would like to also record their appreciation to all the local shopkeepers who donated prizes and also the Association's contractors and consultants: ARK HOME IMPROVEMENTS BRADLEY CONSULTANCY LTD CLYDESDALE OFFICE EQUIPMENT GRANT MURRAY M2 SCOT JCB LTD TURNERS DOORS REM ROBERTSON ELECTRICAL 2

3 COMPLAINTS: JULY MARCH 2013 The Association has adopted the Scottish Public Service Ombudsman (SPSO) Model Complaints Handling Procedure for Registered Social Landlords. The aim of this Model is to provide a standardised, simpler, and more consistent approach for all customer who may wish to make a complaint. This model has been endorsed by the Complaints Standards Authority s Centre of Best Practice. A requirement of this Model is that regular reports are provided to tenants and other customers detailing the number of complaints received, the action taken, the outcome and any changes in MHA practice. The following information provides details of the 275 complaints received from July 2012 to 31 March COMPLAINT CATERGORY Stage 1 Frontline Resolution Stage 2 Investigation NUMBER OF COMPLAINTS RECIEVED Housing- 250 Factoring- 12 Repairs- 7 TARGET RESPONSE TIME Within 5 working days 6 Acknowledgement- 3 days Response- 5 days MHA ACTUAL RESPONSE TIME Housing- 4.4 days Factoring- 1 ½ days Repairs- 1.9 days Acknowledgement- 1.3 days Response- 1.3 days The largest majority of the complaints received related to frontline housing management issues relating to neighbour disputes, dog fouling, refuse, common closes and backcourts etc. The Stage 2 complaints (complaints that were resolved at stage 1 and require detailed investigation) related to MHA service delivery and were all satisfactorily resolved. Service Improvements The housing management standard letters were reviewed, the procedure on verifying tenants identity when telephoning the office was updated, our IT software was amended to reflect updated estate management procedures. RESIDENTS FEEDBACK ON MHA SERVICES Since the beginning of the current financial year, the following surveys have been conducted. Thank You to everyone who took the time to complete the survey forms, your feedback is invaluable to the Association- STAIR CLEANING MHA SURVEYS 84%- respondents rated the overall stair cleaning service as Excellent/Good. GALA DAY FACTORING SERVICES 100%- respondents were Very Satisfied with the Gala Day. 91% of owners think MPS offer an Excellent/Good Service. 8% think the service provided is average. MHA OVERALL SERVICE TO DATE 2013/14 74% of tenants are very satisfied 20% of tenants are fairly satisfied 6% of tenants are neither satisfied/dissatisfied 3

4 A New Way To Deliver Your Housing Management Service By Joe Scott, Housing Services Manager After listening to our tenants, service users and committee members, we have taken on board some of the ideas that have been passed to us, by the Focus groups and Management Committee and received at the office from our residents. As a result, your Housing Management Service will be delivered in a much more focused and personalised way, and will support our more vulnerable tenants and those who find it difficult to get to our office to receive an improved level of service. Each area within Milnbank Housing Association will have their own named Housing Officer, who will look after you and your part of the estate. The Housing Officer will be responsible for delivering the full range of services for you. These include Allocations, Rent Management and Support, Neighbour Nuisance, Environmental Issues and General Advice. Your Housing Officer will be your link to other services provided to you, and with your help will aim to improve where you live. Some of you will already know staff members of Milnbank Housing Association who are currently providing an excellent service, however, your designated Housing Officer will be writing to you to introduce themselves to you, and you will see them regularly within your community. You will continue to have a Housing Management Service, along with the other key services delivered from our main office in Ballindalloch Drive, where a duty Housing Officer, along with support staff will be in attendance to help you out with any enquiries, but you now have the option of a personal visit by your named Housing Officer who will have more knowledge of your particular situation or enquiry. We will be monitoring this new way of delivering your service and will be seeking your opinion as it progresses. We will take on board any of your comments received. Our aim remains to provide the tenants and service users of Milnbank Housing Association with the best and most cost effective service, completed right first and on time. HOUSING SERVCES TEAM From left to right: Anthony Taggart; Daniel Blake; Pauline Hamilton; Mark MacPherson; Julie Walker; Lorraine Strang; Brian Higgins; Paul Davis. The Team Members missing above are Joe Scott and Lorraine McKenna. 4

5 Things to do during the summer Milnbank style VISIT THE FESTIVAL IN ALEXANDRA PARK A great fun day for all the family with lots of attractions. Saturday, 27 July at 12 noon GIVE US YOUR FEEDBACK & WIN 20 WORTH OF VOUCHERS During July & August the Association will be conducting satisfaction surveys on our landscape service. Your feedback gives automatic entry to our prize draw. Keep your children occupied during the school holidays by attending the Association s SUMMER CLUB Open Monday & Fridays from 12.30/2pm at the community allotments in Alexandra Park. All primary school aged children welcome. View the photographs from our COMMUNITY DANCE held at the end of June. Visit BORROW A BIKE A great way to keep fit! Alexandra Park Bike Club open every day expect Mondays from 12 noon until 7pm. Free of Charge just take some form of identification with you. ALLOTMENTS Ideal for any resident who is interested in gardening. Please come along to our Gardening Club, based in Alexandra Park. Contact Denise Robertson on for further details. RECYCLING SHOP (ROEBANK ST) Open Monday to Friday from 10am to 2pm. Donations welcome. VOLUNTEERING UNIT (HARCOURT DR) Open Tuesday to Thursday from 10am to 3pm. Volunteers welcome. CULLODEN STREET PARTY NIGHTS The next party nights are Tuesday, 2 July (Motown Night) & 6 August (Karaoke Night). All residents of pensionable age are welcome to come along and enjoy this popular social event. Enjoy healthy eating at our BREAKFAST CLUB open every Thursday from 9.30am to 12noon in MHA community hall. Come along and enjoy. Become a SHAREHOLDER of MHA. Have your say for a one off 1 payment. Contact the office for an application form. 5

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7 Congratulations to Laura Thomson and Paul of Ballindalloch Drive on the birth of their daughter Myla 7lb 10oz born on the 10th of June, Love mum and family x Many Happy Returns to Mrs Irene Cassidy of Ballindalloch Drive, who recently celebrated her 80th Birthday. Hope you enjoyed your day Irene. Love from everyone at MHA I would like to wish Lauren Best of Ballindalloch Drive, a belated Happy 18th Birthday Love Mum x MILNBANK WINNERS Thank you to all the residents who participated in the recent surveys. Your feedback on our services is appreciated. The winners of the recent surveys are: FACTORING SURVEY- Thomas Bowler, Cardross Street STAIR CLEANING SURVEY- Edward McKay, Ballindalloch Drive GALA DAY SURVEY- John McGregor, Roebank Street SHAREHOLDER MEMBERSHIP Margaret Gallagher, Roebank Street GALA DAY RAFFLE PRIZE WINNERS- Betty Ingram, George Bralley, Carl Williams, Dot Rodgers, Woody and Carly McCluskey MILNBANK HOUSING ASSOCIATION CELEBRATES NATIONAL VOLUNTEER S WEEK Milnbank Housing Association paid tribute to its volunteers and community helpers and said a big Thank You at its Gala Day. The Association wanted to recognise in a special way the efforts of those local people who make such a big difference to so many areas of its work and services by volunteering their time and skills to help others in their community. Bailie Elaine McDougall presented the certificates to volunteers and community helpers to mark National Volunteers Week, held on 1-7 June. The Association has a long history of involving local people in the work of the organisation on a voluntary basis through its management and social committees, youth group, community events etc. In some cases generations of the same family have been volunteering and helping out over many years. More recently, Milnbank has been promoting its support for volunteering with the development of a new Volunteering Centre at Harcourt Drive and a new Recycling Centre nearby in Roebank Street. Both initiatives will encourage and support involvement of local people in a range of services and projects, including befriending, recycling, community gardening, driving and escorting, and more, which will help volunteers build skills, gain practical experience and do something worthwhile in their local area. If you are interested in finding out more about Recycling, contact Denise Robertson on or , d.robertson@milnbank.org.uk For details on volunteering, contact Ùna Gillon on or , u.gillon@milnbank.org.uk 7

8 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 undernoted slip to reception. I / We would like to wish (name)... of address.. A birthday/anniversary/etc wish (please state) From... Editor: Printed by : Typeset by: Linda Sichi James McVicar Printing Works Leanne McGhee 8 53 Ballindalloch Drive Dennistoun Glasgow G313DQ Tel: Fax: