TENANT NEWSLETTER AUTUMN 2016 Ayrshire Housing has yet another successful year! Ayrshire Housing held its 2016 Annual General Meeting on Wednesday 7 September. The well attended event heard that the association’s finances remain healthy and its staff are meeting the challenging delivery targets set by the Board. Board member, Councillor John Hampton who was standing in for Chair Rhonda Leith, who was unwell, said: “I’m pleased to say that we have had another eventful and successful year. Our staff continue to deliver excellent services and are working hard to maintain our enviable financial strength. Next month, our tenants will receive their annual report on how we are meeting our Scottish Social Housing Charter obligations. It will show that the quality of our services continues to better the majority of other housing associations and Councils. Over the year, we have also been working ever more actively in the community. We launched our Building Community Capacity Fund and built on relationships with local schools”. The AGM saw two new tenants joining the Board. The meeting concluded with the presentation of the annual garden and pet competition awards. Pictured right: Mr Shine of Straiton, being presented with his Garden Competition certificate by Councillor John Hampton.
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AYRSHIRE HOUSING PERFORMANCE INFORMATION The following table shows how we are performing across a range of what are called Key Performance Indicators (KPI’s). Generally, performance remains good against very challenging targets. Recently, the number of emergency repairs completed within the target of 4 hours have dropped. However our average completion time for each repair remains within the target set by the Board in our Corporate Plan for this year. Ayrshire Housing’s Performance Activity Rent arrears Time taken to relet empty houses Rent lost on void (empty) houses Time taken to add new applicants to Waiting List Complete emergency repairs within 4 hours Average time to complete emergency repairs Complete nonemergency repairs within target timescales (3 working days for urgent repairs, 15 working days for routine repairs) Average time to complete nonemergency repairs
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Target July
August
September
No more than 1.75% of rent due No more than 16 days No more than 0.8% of total rent due
0.95%
1.00%
0.99%
20 days
12 days
12 days
0.23%
0.34%
0.57%
Within 10 days
8 days
8 days
11 days
At least 97% within target
96.7%
92.6%
89.7%
Within 3 hours
2 hours 14 minutes
2 hours 17 minutes
2 hours 17 minutes
At least 96% within target
98.5%
100%
99.2%
Within 6 days
4.6 days
5.1 days
4.9 days
www.ayrshirehousing.org.uk Telephone: 01292 880120 or Lo-Call 08452712327 Text Message 07527360360
TENANT SCRUTINY GROUP Are you interested in being involved? The group will be responsible for scrutinising our services and performance to ensure all Ayrshire Housing’s tenants receive the highest possible standards of service. The group will work with tenants, Board members and staff to provide a tenants’ perspective on our services and performance. Being a member of our Tenant Scrutiny Panel is a real opportunity to influence how Ayrshire Housing operates. If you are interested or would like more information please contact Caroline Donald on (01292) 885573 or by email c.donald@ayrshirehousing.org.uk.
TENANT SATISFACTION SURVEY In our last newsletter we told you that we would be carrying out a comprehensive tenant satisfaction survey this autumn. We are now delighted to announce that we have appointed the Knowledge Partnership to carry out this survey on our behalf. You will shortly receive a letter confirming this and it will provide further details about the survey. Approximately 40% of tenants will be visited and asked to participate in the survey and we hope that if you are selected you will agree to take part. Your views will continue to be used to influence the services we provide. Naturally, we hope that the responses will all be very positive and show that you are happy with what we do and how we do it but if, for any reason, you are unhappy or dissatisfied with us please do not hesitate to get in touch and we will try and resolve your issue.
YOUR STORIES—Talented Damian! Damian Kozak (pictured right) of Millbank Street, Dalrymple is only 14 years old and has a very special talent! Damian has been playing the piano for only 4 months and already plays like a professional! His primary school kindly gifted Damian their school piano to allow him to continue to learn to play and hopefully take it further to study at The Royal Conservatoire of Scotland. Damian kindly played for two members of staff and wowed them with his skills! We wish Damian all the best with his future and look forward to hearing him play again.
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Planned Maintenance Programme 2016-2021 The association has a planned investment programme for our housing stock covering the maintenance and renewal of various components over a 30 year period. This plan is based on the anticipated life expectancy of these components. This drives the cash flow projections in the association’s Business and Asset Management Plans. These plans are reviewed on a regular basis to reflect the findings of ongoing surveys. Below is an extract from the updated programme covering this financial year and the next 2. The association has submitted a bid for external funding for replacement electric heating to rural ‘off gas grid’ properties and the planned works proposals may be subject to change if funding is made available to permit projects to be brought forward from future financial years. The main focus of the planned programme for 2017/18 is a comprehensive external improvement for flats at Rowan Rd, Girvan. These works include the provision of replacement windows, re-roofing and new insulated render. Properties in which improvements have already been made at re-letting or due to premature failure will be omitted from the relevant works programme. Item
Year 1 2016-17
Replacement External Door Programme
Year 2 2017-18
Replacement External Door Programme
Replacement Heating
Kenmore/Logan Drive, Troon
Fulshaw Place, Blackfriars Court, former Scottish Homes properties New Belmont, BISF houses, Sandgate and South Harbour Street, Ayr; Moor Park Crescent, Prestwick; Springfield Road, Tarbolton; The Clachan, Barr; Arran Avenue (Phase 1), Ballantrae; former Scottish Homes properties Symington, Dailly and Mossblown Oswald Court, Kirkoswald Kirkbride Crescent, Crosshill
Replacement Heating Replacement Windows
George Place, Ayr Rowan Road (houses only), Girvan
Replacement Kitchens
Replacement Heating
Comment Ongoing – selected former Scottish Homes properties.
Replacement External Door Programme
Replacement Kitchens
Years 3-5 2018-21
Rowan Road (flats only), Girvan
Replacement Windows
Arran Avenue (Phase 1&2), Ballantrae; Whitefaulds Avenue, Maybole; Castleview, Dundonald
Replacement Roofing inc Gutters & Downpipes
Rowan Road (flats only), Girvan
Replacement Render
Rowan Road (flats only), Girvan
Replacement Bathrooms
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Former Scottish Homes properties, Dundonald, Ayr (Forehill), Dailly, Mossblown, and Symington www.ayrshirehousing.org.uk Telephone: 01292 880120 or Lo-Call 08452712327 Text Message 07527360360
Year 1 2016-17
Item
External Painting
External Painting
External Painting
Year 2 2017-18
Years 3-5 2018-21
Comment Thornyflat Place, Blackfriars Court; Sandgate; West Sanquhar Place/Avenue & Corton Howe Ayr; St Andrews Court, Douneburn Crescent, Girvan; North Shore Lane, Troon; former Scottish Homes properties, Dailly; Kirkmichael Road & Kirkbride Crescent, Crosshill; Knockbreck Road, Straiton; Meadowbank Place, Kirkmichael & Croft Street/St Andrews Avenue, Tarbolton
External Painting
External Painting
South Harbour Street & St Leonards Road Ayr; Castleview & Earl Crescent, Dundonald; St Cuthbert’s Street, Maybole; Arran Avenue, Ballantrae; Symington (various units); Bolestyle Crescent/Woodside, Kirkmichael & Good Shepherd Court, Ayr Former Scottish Homes properties Forehill/ Belmont, Crown Square, Ayr; Fernbank Court, Prestwick; The Clachan, Barr; & Burns Wynd, Maybole St Brides Way, Highpark Road, Glenhead Place/ Glenhead Court, Coylton; Fulshaw Place & George Place, Ayr; Oswald Court Kirkoswald; Harbour Road/Turnberry Road, Maidens; Torcy Way Girvan; Lochside, Ayr; Baird Road, Monkton; Croft Street/Springfield Road, Tarbolton; Non Scheme Properties various locations Dalrymple Street, Ailsa St West, Hamilton Street, Clyde View, & Rowan Road, Girvan; Hosiery Court, Wallacefield Road/Killin Place & Kenmore/Logan Drive, Troon; Whitefaulds Avenue/Whitefaulds Crescent, Maybole; Moor Park Crescent, Prestwick; Victory Crescent, Dailly; Viewfield Court & Cross Gait, Ayr
IMPORTANT NOTICE - Satisfaction Survey Forms Some tenants returning these forms are using the comments box to report defects or other repairs which have not been previously reported. Whilst we appreciate the feedback on the repairs service, tenants are asked not to use the comments box for this purpose, since it may result in a delayed response by us as survey forms are often returned some days or even weeks after issue. Tenants should report unsatisfactory work or other repairs by phoning or emailing the office to allow immediate action to be taken.
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SMART METER ROLLOUT Tenants may have seen the advertising campaign currently being run on television and in the press featuring the characters Gaz and Leccy regarding the roll out of smart meters to every home in the UK by 2020. Smart meters are the new generation of gas and electricity meters which will replace traditional meters. Every home in the UK will be offered a smart meter by their energy supplier, at no extra cost, between now and 2020. Smart meters will enable you to see exactly how much energy you’re using, as you use it, and see what it is costing in pounds and pence Smart meters take regular readings and share these wirelessly, through a secure network, with your energy supplier. You can choose to have this information daily, weekly or even every half hour. This means that your bills will be accurate, not estimated, and you will no longer require to have manual meter readings. Along with your smart meter, you will receive an in-home display unit, this is a handheld digital device that shows exactly how much energy you are using and what this is costing in real time. In the future, smart meters will make switching between suppliers, or between credit and pre-payment meters, quicker and easier. If you are a pre-payment customer, you will also be able to top up online or via a mobile phone. Energy suppliers are installing smart meters for their customers at different times. The installation of your smart meter will depend on many different factors, such as the age of your existing meter, and the type of housing you live in. Your supplier will be in touch to arrange an appointment when they are ready to install your meter. Smart Energy GB is the voice of the smart meter rollout. It’s their task to help everyone in Great Britain understand the new smart meters, the national rollout and how to use the new meters to get the most benefit from the new technology.
For more information about smart meters visit www.smartenergyGB.org
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www.ayrshirehousing.org.uk Telephone: 01292 880120 or Lo-Call 08452712327 Text Message 07527360360
URING KIDS COLO ! IN CORNER
Children's Competition Time!
If you would like to be in for a chance of winning a £20 gift voucher and are aged between 3 and 12 years, all you have to do is colour in the picture below and return it to Ayrshire Housing at 119 Main Street, Ayr KA8 8BX along with your name, age and address.
NAME: ...................................................................... AGE : ............. ADDRESS : ........................................ ...................................................................................
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2016 COMPETITION WINNERS AUTUMN & CHASE MADDOX
CASSIE KOADIE
Congratulations to the Competition Winners!
ROXY
This year Koadie the golden retriever who lives with Mr & Mrs Lennon of Ayr and Maddox the cat who lives with Miss Kennedy of Tarbolton both received a winning rosette along with a certificate and prize.
Commendations were awarded to Tom & Poppy the
TOM & POPPY
cats who live with Miss McCulloch of Maybole; Roxy & Ollie the pugs and Ruby the cat who live with Ms Ramsey of Ballantrae; Cassie the Yorkie who lives with Mrs Cunningham of Ayr; Autumn & Chase the black labs who live with Miss McRoberts of Ayr; Nature & Harley the rabbits who also live with Miss McRoberts of Ayr and Rascal, Lily and Tuddles the cats who live with Mrs McRoberts of Ayr.
Mr & Mrs Alexander of Kirkmichael
NATURE & HARLEY
RASCAL
Mrs Watson of Straiton
The Winners of the Garden Competition 2016 are: Mr James McPherson of Crown Square, Ayr for the small garden category; Mrs Georgina Watson of Straiton and Mr & Mrs Alexander of Kirkmichael joint winners for the garden category. Commendations were awarded to Mrs Currie of Ayr, Mr & Mrs Shine of Straiton and Mr & Mrs Reid of Maybole.
Mr & Mrs Shine of Straiton
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Mr & Mrs Reid of Maybole
www.ayrshirehousing.org.uk Telephone: 01292 880120 or Lo-Call 08452712327 Text Message 07527360360