Tenants Newsletter | Spring 2020
WE’RE HERE FOR YOU With the deadly Covonavirus still circulating, we want to assure our tenants that we are working hard to provide essential services to you during this uncertain and worrying time. Although our office is currently closed, you can still: Report emergency repairs—call us on 01292 880120 (option 1) during office hours or 01294 468113 out with office hours. Please inform us if you, or anyone in your house, are self-isolating. Our contractors will follow social distancing guidance. Pay your rent—we understand that this is a worrying time for many households. If you are struggling to pay your rent, please contact us as soon as you can on 01292 880120. Rent payments can be made through the My Home portal. You may need your six-digit tenant number. You can also call us on 01292 880120 (option 2). www.ayrshirehousing.org.uk/your-home/ My Home is also useful if you need to inform us of any changes to your household or if you wish to be referred to our Money Advice team. You can contact your housing or maintenance officer via our website: www.ayrshirehousing.org.uk/contact/your-housing-officer. .Just select your street from the drop down box. Our grounds maintenance contractor, Tivoli, has recently restarted work on a scaled-back basis. Close cleaning is now being carried out weekly. If your circumstances have changed and you need any assistance from our Money Advice team, you can email them (info@ayrshirehousing.org.uk) or call them on 01292 885583 or 01292 885581. You can also request a referral through My Home.
Support in your Community If you, or anyone you know, needs additional support at the moment, you can contact VASA or South Ayrshire Lifeline. South Ayrshire Lifeline supports elderly and vulnerable people with essential food deliveries, prescription and hearing aid battery dispatch, telephone be-friending and signposting to other relevant agencies. Tel: 0800 432 0510 (Monday-Friday 9am to 5pm) Email: enquiries@salifeline.scot Web: www.southayrshirelifeline.org VASA’s Facebook page has lots of up to date information too. www.facebook.com/vasaayr Ayrshire Housing 119 Main Street Ayr KA8 8BX Tel: 01292 880120 Text: 07860 020459 Email: info@ayirshirehousing.org.uk Web: www.ayrshirehousing.org.uk Facebook.com/ayrshirehousing Twitter: @ayrshirehousing
At the end of last year, the Board asked for your views on a possible rent increase of 2.9%. We wrote to you all explaining the reasons for the proposed increase and asking for your views. Eighty-five tenants replied and the table below shows their views. We’re very grateful for this feedback which the Board took into account when it finalised the rent increase at 2.9% Proposal
% of responses
No increase
14%
Increase below 2.9%
7%
Increase at 2.9% (Board recommendation)
79%
Tenants who returned their surveys were entered into a prize draw to win one of five ÂŁ25 shopping vouchers. Board members, Simon Leslie and Frances Maguire (below) picked the winning entries. Congratulations to: Mr & Mrs Webb, Ayr, Mr McCrindle, Troon, Mr McEwan, Maybole, Ms Boyd, Dailly and Miss McIlwraith, Ballantrae. Thank you for entering and enjoy spending your vouchers!
Kirkmichael
Our newest development at Elba Street in Ayr was well underway before the lock down. Hopefully, work will get underway again soon. We are working in partnership with South Ayrshire Council Health and Social Care Partnership on this development. We are also consulting on plans for a further 13 affordable houses in the village of Kirkmichael. For full details, click here.
Elba Street
Coronavirus and your finances If your job has been affected by coronavirus, you may need to claim benefits to help with your income during this period. Our money advice team are here to help you. They can offer help and guidance on money matters and benefit claims. The government has introduced various measures to help people during this time. Everyone’s situation is different, and not all benefits will suit everyone. It can be a confusing time and hard to navigate the benefits system or determine what you are entitled to. Our team are experienced advisors who can give you the information you need to make an informed decision on what is best for your situation.
It is very important that you seek advice before claiming/changing the benefits you are currently on. Universal Credit is a benefit that will increase income for many, but please ensure to have your circumstances checked out if you are receiving Tax Credits or are a mixed age couple (one pension age and one working age) as claiming UC can reduce your income as well as increase it. Any change of circumstances is worth getting checked out if you are in any doubt. Wendy and Jacqueline from our money advice team are happy to help you if you have any queries around benefits or general money advice. They can be contacted by: Email: info@ayrshirehousing.org.uk Tel: (Wendy) 01292 885581 Tel: (Jacqueline) 01292 885583
Alternative sources of money advice and information The coronavirus pandemic has caused, not only a health emergency, but a financial emergency for many thousands of people. If you are worried about your financial situation then Citizens Advice Scotland has lots of useful information available: www.citizensadvice.org.uk If you need help with options on how to deal with your debts, Stepchange Scotland offer a free, impartial service: www.stepchange.org
If you prefer to phone for advice: Citizens Advice Scotland - 0800 028 1456 Stepchange Scotland - 0800 138 111
Fire Safety – Communal Areas Your safety is really important to us. Due to a change in legislation, we have reviewed our approach to the storage and display of items in common areas including closes, corridors, landings and stairwells. It is essential that these areas are kept clear at all times. From now on, you must not store personal items such as bikes, prams, pushchairs or furniture in common areas as this could cause a fire or someone could trip over them. We will not permit decorative items such as plant pots, rugs or small furniture such as tables in common areas. We recognise that in many blocks tenants have made great efforts to brighten up their closes and landings by putting up curtains, hanging baskets, plant pots, etc however many of these items are flammable and, as such, could cause a fire or make the extent of a fire worse. They can also hamper evacuation in the event of a fire. We regret that we are having to take these steps as we know you all take pride in your homes and shared areas. However, we must all ensure that safety comes first.
Smoke and Heat Alarms We are currently upgrading the smoke and heat alarms in our properties to bring them up to the Scottish Government’s new standard. These alarms are interlinked and their batteries are designed to last at least 10 years. The association is responsible for ensuring that the alarms are in working order and will repair or replace them if faulty.
It is essential that they are tested regularly and good practice suggests that you should test your alarms on a weekly basis. If you need advice on this, just contact us and we will be happy to help.
Cleaning and Cleanliness in Communal Areas In some developments we provide a fortnightly close cleaning service which tenants pay towards through a service charge on their rent. (This has been increased to take place weekly during the Covid19 pandemic). This is a basic service and is not meant to remove the responsibility of all tenants to help keep closes, stairs and landings clean and tidy. The service is there as a back-up to help us all achieve this. The tenancy agreement reminds you that it is the tenant’s responsibility to keep these areas clean and tidy. However, we will continue to provide a back-up service to help tenants maintain a desirable standard.
Home Security There are many ways you can help to keep your home safe and secure.
Windows and doors should always be locked when you go out, even if it’s only for a few minutes; Keep tools and ladders, which a housebreaker could use to get in, securely locked away; Never leave keys in a “secret place” as thieves can often find them; Do not put your name or door number on your keyring. If it is lost or stolen, a thief will have information that could direct them to your home; Always leave a light on (preferably an energy efficient one) if you will be out at night; Do not leave notes on the door saying you are out; Ask a neighbour you trust to keep an eye on your home if you are on holiday; Never leave valuables lying around where they can be seen through a window; If you have a controlled entry system, make sure it is kept shut and locked at all times. Only let a caller into the building if they are coming to see you; Report any problems with the door entry system promptly; Never wedge controlled doors open; Use a good quality padlock on your garden shed to protect is contents; If you have a security alarm, use it.
You should also have home insurance which covers contents against accidental breakages, flood, fire or theft. We can advise further regarding this.
Bogus Callers Thieves often pose as officials or contractors to gain access. You should never let someone into your home or building if you are unsure who they are. If you have a spy hole or door chain you should use this before opening the door to a caller. Ask to see an identification (ID) card to check the person is genuine. If the caller cannot provide ID, ask him/her to come back at another time and use this time to check that they are who they say they are. If you are suspicious of a caller, call the police on 101. If you wish to deter doorstep sellers, you can download a No to Cold Calling poster from local authority websites.
Crime Stoppers is an independent charity. It is not part of the police or any other government organisation. Crime Stoppers gives you the power to speak up to stop crime anonymously online or by phone 24-hours a day, 365 days a year. They also share advice on how to protect the people you care about from crime, so that everyone can feel safe. Crime Stoppers will not ask for any personal information. To report a crime in your area, call 0800 555 111 or online www.crimestoppers-uk.org
Staff news and Housing Officer changes Housing Officer, Michelle Reid (pictured right) will be going on maternity leave from the middle of August. We would all like to wish Michelle all the very best for the next exciting chapter in her life!
This will mean that there will be a change of Housing Officer in some of our areas. We are currently recruiting for a part time Housing Officer to cover our properties in Forehill and Cross Gait, we will publicise the details of the new Housing Officer as soon as this process has been concluded. Dawn Bigham (left) will now be dealing with Troon, Dundonald, Symington, The Sandgate, Peebles Court and Crown Square in Ayr and will continue to cover Blackfriars Court in Ayr. Dawn can be contacted on 01292 885584 or 07796 176291. Email: d.bigham@ayrshirehousing.org.uk
Marie Brown (right) will be dealing with Dalrymple and will continue to cover Coylton, Tarbolton, Annbank and Mossblown as well as Kincaidston and Belmont in Ayr. Marie can be contacted on 01292 885576 or 07774 553865. Email: m.brown@ayrshirehousing.org.uk
Debi Love (left) is the new Housing Officer for West Sanquhar Place, Avenue and Road in Ayr, Fulshaw Place and Crescent, Ayr, Good Shepherd Court, Ayr as well as Barr, Girvan, Ballantrae, Kirkoswald and Maidens. Debi can be contacted on 01292 885570 or 07776 692011 Email: d.love@ayrshirehousing.org.uk
Joanne MacLellan (right) is the new Housing Officer for McLean Street, Wills Gardens, Galloway Gardens and Gould Street in Ayr and will continue to cover Maybole, Crosshill, Kirkmichael, Straiton and Dailly. Joanne can be contacted on 01292 885575 or 07796 715931. Email: j.maclellan@ayrshirehousing.org.uk All other areas will continue to be covered by the same Housing Officer as before. You can find a list of all the Housing and Maintenance Officers on our website: www.ayrshirehousing.org.uk/contact/your-housing-officer
We can supply this document in a print size to suit. It is also available in Braille, audio and other formats, and in other languages. Our website also has several accessibility features which you may find useful.
Repairs and Maintenance Policy Review As part of our ongoing process of ensuring that our policies are up to date and meet the needs of our tenants, as well as being in line with appropriate legislation and good practice, we have recently been reviewing our policy on the repairs and maintenance services we provide. No major changes were proposed in terms of how we define what level of priority should be given to a repair request and also the associated response times for each priority. These remain as follows: Category
Definition
Target Response Time
Emergency (including gas emergencies) Urgent
Where there is a hazard to life, a serious danger to health and safety or the potential for more extensive damage to property. Where inconvenience to the tenant is involved but where the situation falls short of the “emergency� category described above and which could not result in rapid deterioration if not attended to sooner. Repairs not included in the emergency and urgent categories and which cannot be deferred until a future cyclical or planned maintenance programme. Repairs to gas central heating systems which fall short of an emergency. This category of repair includes partial loss of heating. All repairs to gas central heating systems not included in the emergency or urgent categories.
Attend and make safe within 4 hours.
Routine
Gas Urgent Gas Routine
Attend and complete within 3 working days.
Attend and complete within 15 working days.
Attend and complete within 24 hours. Attend and complete within 5 working days.
These timescales have been agreed with our contractors and the price we pay for the work they carry out is based on these response times. If the response times were shortened it would mean that we would have to pay a higher cost to the contractors. We would welcome any comments regarding this policy and any suggestions as to changes that we should consider. A full copy of the policy is available on the association’s website at www.ayrshirehousing.org.uk or by request. Comments, suggestions or requests for further information can be made by writing to the association, by email to info@ayrshirehousing.org.uk or by using My Home our online tenant portal - www.ayrshirehousing.org.uk/your-home/.
Welcome to this year’s competitions! Many of you are spending more time in your gardens and with your pets at the moment. We’d be delighted to showcase your garden efforts and the fun you’re having with your favourite non-human companions.
The recent sunny weather has meant that many of us have been able to spend more time in our gardens or outdoor spaces. Our annual garden competition is now open and we’d love to hear from you. You can enter via the My Home portal, email your Closing date: Friday photos to k.broadfoot@ayrshirehousing.org.uk or 7th August complete and return the slip below. Good luck!
Garden Competition Name: ____________________________________________ Garden type (please circle): Address: __________________________________________ Private / Shared / Container / __________________________________________________ Window box Postcode: _______________________ Tel: ____________________________
Please return this slip together with your photo/s to: Ayrshire Housing, 119 Main Street, Ayr, KA8 8BX
Ruby, our PurR guru, loves to hear about your pets so why not enter them into our competition - you could be in with a chance of winning a voucher for a local pet shop. You can enter through My Home, email a picture of your pet to: ruby@ayrshirehousing.org.uk along with their name, breed and tell her why you think they deserve to win. Alternatively, complete and return the slip opposite. Closing date for entries: Friday 7th August. Good luck!
Pet Competition Name: ________________________________ Address: ______________________________ ______________________________________ Postcode: _____________________________ Tel: __________________________________ Pet’s Name: ___________________________ Pet Breed: _____________________________ Pet’s Age: _____________________________ Please return your slip and photo/s of your pet to: Ayrshire Housing, 119 Main Street, Ayr, KA8 8BX