autumn 2013 open door - dghp door final autu… · training on how to run the site - all they need...

open door Autumn 2013 1

Almost 300 people attended dGHp’s 10th annual tenant’s Conference, making it the most popular ever.

this year’s conference was very special as dGHp turned 10, and we made a few changes to the normal format to allow everyone to reflect on - and celebrate - the last decade.

the event was opened by a surprise guest, the Scottish minister for Housing and Welfare. margaret Burgess mSp attended the event and said she was honoured to be part of the day. Lesley Baird, Chief executive of tpAS (Scotland) also came along.

there were a variety of workshops on offer as well as a special screening of a dVd looking

back over the last 10 years and an awards ceremony.

the awards, recognising our tenants for their hard work in their communities were hosted by West Sound radio Breakfast Show host, and Cash For Kids Charity manager, tommy Jardine.

Attendees enjoyed workshops on saving energy in the home, a home-makeover session, they took part in a cooking challenge, ‘You Say We’ll do’, basic computing as well as having the chance to go and visit dGHp’s Customer Service Centre.

the conference was organised by a core group of tenants from across dumfries and Galloway who have put their heart and soul into the event.

pat mctaggart, a member of the group, said: “everyone really enjoyed the day which makes it even more special for us as a group putting it together.”

mary muir, Chair of the Federation of tenants’ and residents Association, added: “everyone has pulled together to put the conference plan together and we were delighted with the turnout.”

david mcmillan, Chairman of dGHp, said: “this conference has been our best ever. to see so many people come along to the event has been great. this shows how our tenants can actively get involved in putting on an event of such a scale and they have all really enjoyed it.”

300 ATTEND DGHP'S TENANT CONFERENCE

the minister for Housing and Welfare, margaret Burgess, presented dGHp with the prestigious tenant participation Advisory Service (Scotland) tpAS accreditation award at the conference.

Alongside Lesley Baird, tpAS Scotland Chief executive, the minister handed the award over to david mcmillan, Chairman of dGHp, and mary muir, Chair of dumfries and Galloway Federation of tenants and residents.

the minister said: “dGHp is recognised as one of the most ambitious and successful of

our social landlords. the renewal of the tpAS accreditation underlines dGHp’s commitment to tenant and resident involvement.

“this award recognises the high quality community participation activities and the ethos of working with tenants. I am delighted to congratulate dGHp for all that they have achieved over the last 10 years.”

Lesley Baird, Chief executive of tpAS (Scotland) said: “there is a very robust and well-developed participation strategy that is a joint effort by officers, tenants and residents,

covering the cornerstones of participation in any organisation.

“It’s the partnerships that dGHp has with tenants that make the real difference. tenants and their landlord working together – it truly is embedded in across the services throughout dGHp.

“I am absolutely delighted – not least surprised - to re-award accreditation to dGHp. Well done dumfries and Galloway Housing partnership – other organisations could learn a lot from dGHp up and down the country.”

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OPEN DOORthe newsletter for tenants and customers of dGHp

AuTumN 2013

miNiSTER FOR HOuSiNG PRESENTS DGHP wiTH TOP ACCOlADE

Anne Cook, Regulation Policy and Tenant Empowerment Team Leader with the Scottish Government; DGHP Chairman David McMillan; Margaret Burgess, Minister for Housing and Welfare; Mary Muir, Chairman of Dumfries and Galloway Tenants and Residents Federation and Lesley Baird, Chief Executive of TPAS (Scotland)

open door Autumn 20132


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NOvANTiE NEw builDS REGENERATiNG COmmuNiTiES

the last 12 months have been a busy time for dGHp’s new build programme.

Sixteen families are now settled into high quality, energy efficient homes in port William. this development was the first time dGHp had built new properties in the town.

Works continue to progress well at the site of the old Creamery in Kirkcudbright. 36 much-needed affordable homes of mixed tenures will be complete on site by the end of the summer of 2014.

the properties are split into dGHp properties for social rent, some for mid-market rent through our subsidiary novantie and finally, a handful will be for sale through the Scottish Government’s new Supply Shared equity scheme.

demolition is well on at our site in thornhill at the former Wallace Hall Academy site. this process is almost complete and construction work is imminent for 20 homes which will replace the old school.

more than 100 families have moved into brand new homes through dGHp’s regeneration programme in dumfries and Stranraer.

In the past 12 months, 50 homes were completed with a further 100 new homes due to be handed back by the end of 2013.

the company has secured an extra £5million to finish every single house from the original programme over the next three years.

the final tenants who were decanted from

their old homes will be in new properties by the end of the year. In Stranraer, residents will be able to enjoy an excellent new play facility which has been installed in the heart of dicks Hill for young children to enjoy.

prior to redevelopment, the sites in dumfries and Stranraer were home to rundown flats and houses that were in great need of investment.

this regeneration programme is one of the largest projects of its kind in Scotland. the works are scheduled to be complete in 2016.

NEw builD NEwS

dGHp’s subsidiary company novantie is bringing a brand new mid-market rent programme to our regeneration sites in Stranraer.

the new development is at King George Close on the outskirts of Stranraer town centre is almost complete and will soon be open for viewings.

Irene Callander, of novantie said: “these brand new apartments are a great opportunity for people who are renting in Stranraer to move into something brand new to put their own stamp on a completely blank canvas.”

prices for the apartments start at £450 per calendar month for the 2-bedroom apartments and £470 for the 3-bedroom.

If you are interested in these properties, visit

www.dghp.org.uk/novantie for more information.

These are going fast, so don’t delay, register your interest today.

At dGHp, we aim to provide an excellent service to all of our customers - but we are also realistic in knowing that sometimes things can, and do, go wrong.

We value complaints and look at them as a way of helping us to improve our services to you. We need to know where we are going wrong in order to put things right.

If you wish to raise a complaint with us you can do so by speaking to any member of dGHp staff, who will take details of your complaint and the outcome that you hope to achieve. You can also contact our Customer Service Centre on Freephone 0800 011 3447.

the table (right) shows the complaints received by dGHp, between April 1 , 2013 - June 30, 2013.

dumfries and Galloway Federation of tenants and residents Associations has recently launched a brand new website.

the Federation have been working hard with dGHp to create their website.

the website has been in the pipeline for the last 12 months and their website is now up and running.

the majority of members have now received training on how to run the site - all they need now is some visitors!

You can view the new website at:

www.dgtenantsandresidents.co.uk


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wHEN THiNGS GO wRONG

FEDERATiON lAuNCH NEw wEbSiTE

Area of ServiceResolved stage 1

Resolved stage 2

UpheldNot

UpheldTotal

Repairs and Maintenance

140 8 127 21 148

Housing Management

31 2 14 19 33

Customer Service Centre

6 0 6 0 6

Investment and Regeneration

27 3 27 3 30

Finance 1 0 1 0 1

Other 1 0 0 1 1

Corporate 3 0 0 3 3

Total 209 13 175 47 222

Complaint Identified Action Taken

A tenant was unhappy with the lack of information provided when it was mentioned that there may be asbestos in the property

It was identified that although there was a procedure in place on what to do when asbestos is identified, there was no clear process on what information the tenant should be given. there was also a lack of guidance for technical staff on who to contact in these instances.

the Head of repairs and maintenance has been tasked with developing a procedure to ensure a clear process is in place.

A tenant complained that she was not advised of the settlement date of the right-to-buy process and was unaware of the amount and frequency of rent payments.

Although there were guidelines in place for the mortgage to rent process there was no ownership. this led to a number of staff being involved at different stages and no link, allowing the error to occur.

A new procedure is to be designed in consultation with the number of sections within dGHp that are involved in the process.

An applicant was unhappy that they were selected for a property and this was withdrawn.

It was identified that the family were being considered for a three bedroom property but only qualified for a two bedroom property. this had been an error when loading the application to the system.

training is to be carried out within the team to ensure applications are loaded accurately with an increase in the number of applications to be checked.

SeRvICe IMpROveMeNTSAs a direct result of information from tenants who have made a complaint, we are in the process of making some service improvements. Some examples are listed here below:

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STAy iNFORmED AHEAD OF wiNTEReveryone has a great community winter story to tell. It could be about a community pulling together to help elderly people around them or it could be about the children out playing in the snow - everyone has one.

We are increasingly seeing sudden weather changes over the winter months and it’s important that you, and your home, are ready for winter.

It is important that you stay informed about the weather

during the winter months. the met office and the local news channels have information on severe weather warnings when they are in place – only travel when necessary and when bad weather comes, take extreme care.

take some time now to prepare an emergency kit full of essentials for your home. this could have all sorts of things in it.

our suggestions include things like a battery operated torch

and radio (with spare batteries), essential medications, bottled water and a first aid kit as well as some ready-to-eat food to last you for a few days should you be stuck.

Create a similar kit for your car if you drive just in case you end up stranded at the roadside.

make sure you have alternative ways of keeping warm in case your heating is disrupted in the bad weather. make sure everyone in your household has warm

clothes and bedding to keep cosy should your heating stop working.

try and think about those less able than yourself. Check on neighbours, friends and family, particularly those who live on their own and see if they need any help.

You can keep up to date with any winter information from dGHp via our website at: www.dghp.org.uk

blOCkED DRAiNS - A COSTly PROblEm An increased number of reports have been coming in to dGHp recently about blocked drains.

However, when the plumber attends it is often being reported that the cause is due to disposable wipes being flushed down the toilets.

While this is not always the case, can we please urge people not to put these type of wipes down the drains as it causes a lot of problems, in some cases costing hundreds of pounds to resolve.

only toilet paper should be flushed down a WC and everything else should be bagged and disposed of in the wheelie bin.

If you have any queries please contact us on Freephone 0800 011 3447.

PREPARiNG FOR wiNTER

4 open door Autumn 2013


damp can cause mould on walls and furniture and some damp is caused by condensation.

So what iS dampneSS?dampness is a word used to describe several different problems caused by water inbuildings. the three main types of problem usually associated with dampness are penetrating damp, rising damp and condensation.

there are lots of possible reasons why the fabric of a building, such as the walls, floors and ceilings can become wet.

Some of the causes of the wetness can be found outside of the building. For example, an

external wall can become saturated by water from an overflowing gutter and this can result in water getting inside the building.

on other occasions the cause of the building fabric becoming wet can be found inside the property. this could be a leaking water pipe or spillages from washing and drying clothes in the house.

to prevent this - you should report defects, such as blocked gutters, drains or leakingpipes, immediately and mop up spillages immediately. damp can also come from rain seeping through the roof where a tile or slate is missing, spilling from a blocked gutter or penetrating around window frames, or leaking through a cracked pipe.

these causes of damp often leave a ‘tidemark’ (brown staining). If your home is a new build, it may be damp because water used during its construction is still drying out.

However, if you do not think the damp comes from any of these causes, then it is probably condensation.

Quite simply, condensation is when the temperature in a room is low the temperature

of the room’s surfaces and contents will also be low. this combination of low surface temperatures and a high level of moisture vapour could result in condensation.

to combat this, the ideal solution is to have a warm, but well ventilated house which is maintained at a constant temperature.

this is more important when you are carrying out activities in your home such as washing and drying clothes or when you are showering or cooking – this is because all of these activities produce extra moisture into your home. When carrying out this type of activity, open a window for a few minutes to let out any moisture created.

kEEP yOuR HOmE FREE FROm CONDENSATiON AND DAmP

FuSE bOxES Aside from problems with heating, winter can sometimes bring problems with electricity and it’s important you know where to find your fusebox in case of an emergency.

Your fusebox is the place where the controls for the electricity in your home are found.

the box itself is usually located near to your front door and contains the switches that control and distribute the power around your home.

the three important parts are the main electricity switch, your fuses/circuit breakers and your rCd (residual current devices) switches.

the main switch allows you to turn off the entire supply of electricity to your home. this is the switch to use in an emergency.

Your rCd switches, or trip switches as they are more commonly known, switch off a circuit under dangerous conditions and instantly disconnect the supply of electricity.

the circuit breakers are the automatic protection devices in the fusebox that switch off a circuit if they detect a fault. When these switches trip (or switch off), you simply reset the trip switch. For example, if it was an iron that caused it, turn off the appliance and then reset the trip switch.


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DGHP PiCkS uP ENERGy AwARD

dGHp picked up a top accolade at the recent energy efficiency and renewables Awards 2013.

this was the second year dGHp won the award.

the event was hosted by the Apprentice and Countdown tV star nick Hewer. mike trant, Asset management & policy manager with dGHp, said: “to retain this says a lot about the vision that dGHp’s Board of management has.”

dGHp picked up the award for ‘energy efficient Client’ and some of the team are pictured here with renewables energy Installer magazine editor, paul Stephen.

advance notice

Due to the recent welfare reform changes, and the

imminent introduction of Universal Credit, it will mean a change to the rent payment cycle. Instead of calculating

your annual rent over 48 weeks, we will need to calculate it over 52 weeks. More information will

follow in the next edition of Open Door.

advance notice

Legionella are bacteria which can cause Legionnaires’ disease (a disease similar to pneumonia). While usually associated with larger water systems, e.g in factories, hotels and hospitals, they can also live in smaller water supply systems used in homes and other residential accommodation.

Legionella bacteria can live in hot and cold water systems within domestic properties and can be released through the fine spray from running taps and showers.

While the risk is low in domestic properties, we have some tips and advice on how to reduce that even further:

• Useyourwatersystemregularlytopreventstagnantwater.Runallinfrequently used openings, such as taps, showers, outside taps etc at least once a week, for a few minutes to ensure the pipes are cleared.

• Ifyourhotwatercomesthroughahotwatercylinder,ensurethetemperature of this is set around 50-60ºC. Having this at a higher temperature will ensure the bacteria can’t survive.

• Ifyouhaveacoldwaterstoragetankwithinyourproperty,thetemperature should be less than 20ºC.

• Ifthetapshavenotbeenusedforsometime(i.eifyouhavebeenaway on holiday) always run the water for 2-3 minutes before using.

• Ifyourshowerhasnotbeenusedforsometime,immersetheshower head in a basin of water or the bath and run the water for 2-3 minutes. running this under water lessens the chances of infected particles being released through a spray. Alternatively remove the shower head and flush the outlet as normal.

• Ideally,showerheadsandhosesshouldbedismantled,descaledanddisinfected regularly (around four times a year).

We must emphasise that the risk of Legionella bacteria in a domestic property is minimal and any risk of infection is very small.

However, if you have any concerns or questions please don’t hesitate to contact us on Freephone 0800 011 3447.

bE AwARE OF lEGiONEllA RiSkS



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DmCs NEwSawarding the tenant community Fund

dGHp’s four district management Committees (dmCs) have a pot of money each year to help support projects run by community, voluntary or charitable groups.

the summer months have allowed the dmCs a break from meetings to get out and about to meet some of the projects that they have funded through the new tenant Community Fund.

diverSity daySour dmCs have been enjoying some time in the communities they serve recently on their annual diversity days. In April, each of the district management Committees agreed to engage with an under-represented group in their area:

Stewartry members of our Stewartry dmC travelled to dalbeattie day Centre to join the senior members for tea and coffee and to talk about housing.

nithSdalemembers of our nithsdale district management Committee spent their diversity day with a group of young tenants at the nithsdale Furniture project in dumfries.the members all took part in a workshop with the young people from Summerhill in dumfries where they learned about budgeting for a week for different income levels.

annandale and eSkdaleour Annandale and eskdale district management Committee met our tenants from the new temporary Accommodation at Springbells road in Annan.

this block of flats was transformed into fresh new flats, ready for new tenants to move in. this was the first time our dmC members had visited the facility.the members came along to meet people living in the block to best find out what their experiences of homelessness and temporary accommodation were.

wigtownmembers of the Wigtown dmC met in newton Stewart at the end of September to visit the Activity resource Centre (ArC) and meet the users of the ArC and the Asperger group.dGHp’s committee spent the afternoon engaging with the ArC management committee who are all users of the centre and learned about what the centre offers local people. our dmC members had already had an information session about the ArC and what the members could expect on their arrival.

dGHp’s tenant Community Fund was launched earlier this year and has already helped numerous projects across the region.

macharS BaSic Bankthe machars Churches Basic Bank has been running since december 2012, supplying more than 350

families and people in need with bags of food in the machars area.

the group applied for funding through the fund and received £1,000 to help them relocate to permanent premises and purchase goods to get settled in to their new base.

moFFat can move in projectCommunity-owned charity moffat CAn received £5,000 from dGHp in the 2012 round of Community pride Fund money for their ‘moffat CAn move In’ project.this project was set up to help our tenants who had been offered a tenancy but needed help to get furniture and the basics to set up home.

emma Horne, co-ordinator of the project said: “this generous support has been of great assistance to the project and has helped many tenants in the moffat area settle into their homes.”

Andrew edgar, a member of our Annandale and eskdale dmC who lives in moffat said: “As not only a dmC member, but a local person, I am delighted that we made this award. It’s great to see how well

the group have used the money.”

nithSdale Furniture projectnithsdale Furniture project is a charity that is making a real difference to the lives of people in dumfries and the outlying areas.the project operates from the heart of north West dumfries on Shirley road in Lochside, helping tenants in need get the basics to get started in their new homes.

dGHp’s 2013 tenant Community Fund awarded £5,000 to the project, ring fenced for our teams in the nithsdale area to make referrals to those in real need.

Alan mcLauchlan, manager of the project said: “this has helped us to provide essential household goods to those we may have not been in a position to previously help.”

SuPPORTiNG lOCAl PROjECTS TO HElP OuR TENANTS

Left to right: Annie Murray, Wigtown District Management Committee (DMC) member; Jane Pitcher and Marlane Cash of Machars Basic Bank and Willie Kirsopp of Wigtown DMC

In line with the Scottish Social Housing Charter, our dmCs have been inspecting all areas of work throughout the company, from rent collection and income management to customer satisfaction.

each quarter, the dmCs look at each area

of the business and look at any actions that need to be taken as well as the reason for the action.

this quarter, the dmCs have asked for mystery Shopping to be carried out across our open offices and to our Customer Service

Centre and a solution to complaints about grass cutting in the east of the region. Local tArAs across the region will carry out patch inspections on estates as well as walkabouts to ensure communities are up to scratch.

THE DmCs AND THE CHARTER

7

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ENSuRE yOu ARE SAFE FROm CARbON mONOxiDECarbon monoxide cannot be seen, smelt or tasted. Combustion appliances fuelled by solid fuel, oil or gas all have the potential to cause carbon monoxide poisoning if they are poorly installed or commissioned, inadequately maintained or incorrectly used.

At least 50 people die every year from carbon monoxide poisoning in the uK. the Scottish Government’s planning minister, derek mackay, recently said: “not a year goes by where there isn’t an avoidable death in Scotland from carbon monoxide poisoning caused by faulty heating appliances in buildings.

“there are also a considerable number of

incidents where people are treated in hospital for the effects of carbon monoxide poisoning.

“that is why, from 1 october, the Scottish building regulations will require carbon monoxide alarms to be fitted when a new or replacement boiler or other heating appliance is to be installed in a dwelling and other buildings with bedrooms.”

All dGHp properties that require carbon monoxide detectors have them fitted and they are checked annual at the point of service. If, however, you have any concerns please contact dGHp on Freephone 0800 011 3447.

due to guidance from the Health and Safety executive (HSe) there are some changes in the way we will deal with repairs in areas of your home where asbestos may be present.

Asbestos, a natural material made up of small fibres, was previously used in construction because it was strong and heat resistant. While there’s a lot of discussion around asbestos, the fact is it’s not been used since 2000. dGHp has a large number of older properties and we have a process in place to deal with asbestos, as and when we find it.

Common places where asbestos can be found include:

• Insomedecorativecoatingsbefore2000,such as artex (low-grade) • Insomefloortiles• Insomesoffitsandfacias• Inlaggingonpipeworkandolder

electrical equipment

our day-to-day contractor (Lovell) has introduced new working methods, for the safety of their staff - and you - when working with materials that may contain asbestos.

this means if you report a repair, the worker from Lovell will inspect the surrounding area for the possibility of any asbestos material – they will treat all decorative coatings (artex) and floor tiles as having asbestos – even if they do not – as this is the safest method for everyone. Following agreed guidance from the HSe, the worker will use a ‘paper-suit’ and other protection, including a mask, to carry out the repair.

We must be absolutely clear, however, that there is only a very small risk of our tenants coming into contact with asbestos in their homes. If it is undisturbed it presents no risk at all.

If you have any concerns, please contact dGHp’s Customer Service Centre on 0800 011 3447.

remember though: Asbestos-containing materials that are in good condition, and which are not disturbed, present no riSkS and do not need removing.

TAkE PART iN OuR FuEl SuRvEyWe are looking for a number of tenants to take part in a heating cost survey - to help us build a better picture of what everyone is using in terms of fuel.

All you need you to do is fill in the slip (right) with your details - name, address, telephone number and type of heating etc - and we will be in touch soon with more details.

All you will be required to do is keep a note of your meter readings for us every 3 months and we’ll do the rest.

Sign up today - we’ll give you something back for your help.

Send your form back to us in an envelope and mark it - DGHp Open Door Heating Consultation, Dumfries and Galloway Housing partnership, FReepOST NAT 3109, Dumfries, DG1 4BR

Name ..........................................................................................................

Address ......................................................................................................

.....................................................................................................................

Postcode ....................................................................................................

Telephone ..................................................................................................

Type of Heating ........................................................................................

wHEN ASbESTOS mAy bE PRESENT – NEw RulES



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wElFARE REFORm NEwSARE yOu STRuGGliNG?If you receive some housing benefit, and you are struggling to pay the balance of your weekly rent, the Government has made more money available through the discretionary Housing payment (dHp) fund.

You can ask for help with the shortfall, but you will need to supply details of your expenses to dumfries and Galloway Council so that they can consider your request.

For example, if your weekly rent is £60 and your housing benefit is £40 then you will have to pay the £20 difference. If you are finding it difficult to pay the sum of £20 because of

your financial situation, then you should apply for a discretionary Housing payment (dHp).

Your dGHp neighbourhood manager can help you to complete an application for a dHp or you can contact dGHp’s Customer Service Centre on Freephone 0800 011 3447 or dumfries and Galloway Council on 030 3333 3000.

A dHp is paid in addition to the housing benefit that you already receive. the amount awarded and the length of time that this is paid is decided by the council and you can apply more than once.

Do not delay - ask for help today - it is available for you.

EmPlOyAbiliTy AND SkillS SERviCE Are you unemployed and in need of some support? If so, employability and Skills Service may be able to help you.

the employability and Skills team work with a range of partners to provide a range of employability services across the whole of

dumfries and Galloway. the team of link workers are on hand to provide support and advice to help people remove barriers by helping people get back into education, training and employment.

the team have detailed knowledge of the local opportunities available, to help support people to improve their employability. Support may include help with access to training, job searching techniques, work experience,

volunteering and much more.

Advice and support is tailored to the need of the individual and can be in the form of one-to-on support or group work. they can offer work club sessions on a weekly basis across the region.

FOR MORe INFORMATION CAll 030 33 33 3000 AND ASk TO SpeAk TO A lINk wORkeR IN yOUR AReA.

NEwS ON PERSONAl iNDEPENDENCE PAymENTS (PiP)personal Independence payments (pIp) are starting to replace disability Living Allowance (dLA) for people between the ages of 16 and 64. they were introduced on April 8, 2013.

pIp includes an assessment of individual needs and aims to make sure financial support is targeted at those who face the greatest challenges of living independently.

wHAT IS pIp?

• PIPistohelptowardssomeoftheextracosts associated to a health condition or disability. It is based on how a person’s condition affects them. rather than the condition they have.• DLAwillremaininplaceforchildrenupto

the age of 16. When a child reaches 16, the dWp will contact them to explain what will happen next.• DLAwillalsoremaininpaymenttothose

who are 65 or over as of 8th April 2013.

You can receive pIp whether you are in or out of work and there are 2 components to it:disability Living and mobility needseach component can be paid at either a

standard rate or an enhanced rate. Your needs are assessed by a health professional and this will normally be a face-to-face consultation.Awards will be reviewed to make sure that you are receiving the right support, with reviews being at appropriate intervals, depending on how likely it is for your condition or impairment to change.

TIMeSCAleS FOR pIp

April 8, 2013 - new claims for pIp accepted for people living in certain areas of the uK.June 10, 2013 - new claims for pIp started for the rest of the uK. As of this date there will be no new claims for dLA for people aged 16 to 64.October 2013 - dLA awards that are due to come to an end, young people turning 16 and dLA claimants who report a change in their condition will need to be reassessed and make a claim for pIp.October 2015 - the dWp will start to select existing dLA claimants and tell them what they need to do to claim pIp instead. people who turned 65 after 8th April 2013 will be prioritised first.

HOw DO I ClAIM pIp?

• IfyouarealreadyinreceiptofDLAthenthedWp will contact you nearer the time.• IfyouarenotinreceiptofDLAorPIPand

think that you should be then you need to

phone the dWp to make a claim. paper claims won’t be used and online claims won’t be available before 2014.

the dWp will then send you a form for you to explain how your disability affects your daily life - including both your good days and the bad days. You can send supporting evidence with this form.

once you have returned the form to the dWp they will pass all the details to a health professional. You will then be asked to attend a face to face consultation unless a decision can be reached on the basis of written evidence.

Home visits will be available where necessary and you can take support with you to your consultation. After your consultation the health professional will review the claim against a clear set of descriptors in order to assess the challenges faced by the individual.

All the information is then passed to the dWp decision maker who will use all the information provided. they will then make a reasoned decision on your entitlement, including the level and length of your award.

If you are going to be refused pIp then the dWp will phone to advise. during this phone call they will review your case and reconsider the award if they can.

9open door Autumn 2013

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bENEFiT CAP iNFORmATiON

the Benefit Cap was recently introduced and it puts a limit on the total amount of benefits that most people aged 16 to 64 can receive.

If you’re affected, your Housing Benefit will go down to make sure that the total amount of benefit you get isn’t more than the cap level.If you’re already getting benefits and could be affected by the cap you’ll be contacted by the department for Work and pensions (dWp). they’ll let you know what will happen to your benefits.

If you’re seeing a Job Centre plus adviser, Work programme or Work Choice provider, they’ll continue to help you look for work and get skills you may need for a job.

HOw MUCH IS THe BeNeFIT CAp?

the level of the cap will be:• £500aweekforcouples(withorwithout

children living with them)

• £500aweekforsingleparentswhosechildren live with them• £350aweekforsingleadultswhodon’t

have children, or whose children don’t live with them

the cap will apply to the total amount that the people in your household get from the following benefits:

• BereavementAllowance• Carer’sAllowance• ChildBenefit• ChildTaxCredit• EmploymentandSupportAllowance(unless

you get the support component)• Guardian’sAllowance• HousingBenefit• IncapacityBenefit• IncomeSupport• Jobseeker’sAllowance• MaternityAllowance• SevereDisablementAllowance• WidowedParent’sAllowance(orWidowed

mother’s Allowance or Widows pension you started getting before 9 April 2001)

Should your total income from all of these

benefits exceed your cap level then your Housing Benefit will be restricted.

wHO wON’T Be AFFeCTeD By THe BeNeFIT CAp?

You won’t be affected by the benefit cap if anyone in your household qualifies for Working tax Credit or gets any of the following benefits:

• DisabilityLivingAllowance• PersonalIndependencePayment• AttendanceAllowance• IndustrialInjuriesBenefits(andequivalent

payments as part of a war disablement pension or the Armed Forces Compensation Scheme)• EmploymentandSupportAllowance,ifyou

get the support component• WarWidow’sorWarWidower’sPension• Warpensions• ArmedForcesCompensationScheme• ArmedForcesIndependencePayment

DID yOU kNOw THAT yOU CAN Apply FOR HOUSING BeNeFIT ONlINe?

In order to save you time you can do the following online:

• ClaimHousingBenefitandCouncilTaxReduction• Reportachangeofcircumstancesthatwillaffectyour

Housing Benefit or Council tax reduction claim• ReportachangetoyouraddressinordertogetHousing

Benefit or Council tax reduction at your new address• ApplyforaDiscretionaryHousingPayment(DHP)tohelp

you with paying your rent.

You can apply in the comfort of your own home at a time that is convenient to you. If you do not have access to the internet at home, or know anyone with internet access then you can:

• Contactustoseeifwecanarrangeanappointmentinoneof our offices• GotoyournearestlibraryandusethePC’sthere(youwill

have to become a member of the library. It is free to join but you will have to provide proof of your Id showing your name, address and signature.)• UseDumfriesandGallowayCouncil’sself-servicearea.

there is only one available at present at Carruthers House, english Street, dumfries.

Claiming online is an easy process.

Details on how to claim online can be found at www.dumgal.gov.uk/benefits

ClAimiNG HOuSiNG bENEFiT ONliNE DO YOU NEED HELP WITH YOUR MONEY?It’s not easy making ends meet these days.Many of us are finding it more and more difficult to pay the bills and juggle finances and it’s very stressful worrying about what lies ahead.

Help is out there

DGHP has a dedicated - and confidential - support service on-hand to help you. We are here to support you and guide you through the difficult times. The worst thing you can do is ignore the issues – it’s never too late to get help.

Talk to us – in complete confidence – and we can help you develop a plan for managing your finances in the future.

We can also help you find out if you are receiving all the benefits you are entitled to.

Please rememberIf you are finding times tough, you’re not alone…Call us today on

Freephone 0800 011 3447 or lo-call 0845 606 3447

www.dghp.org.uk

38398 DGHP General money Flyer .indd 1 9/8/13 09:47:18



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dGHp held its first ever tenant Awards at our recent conference. Hosted by West Sound radio Breakfast Show host, and Cash For Kids Charity manager, tommy Jardine, the awards proved a huge hit.

With dozens of nominations to plough through, the unenviable job of judging them went to phil Jones, the former Chief executive of dumfries and Galloway Council (at the time of stock transfer).

Awards were presented by dGHp Chairman, david mcmillan, during a special ceremony during the conference.

the winnerS were -

garden of the year - eileen thomson, of annanour judge awarded this to eileen as he felt her garden was an example of what someone can do, even with a small area. He said her garden was spectacular.

nithsdale tenant champion of the year - dorothy grant, of troqueer, dumfriesdorothy was awarded this, in the words of the judge “as it was clear from the nominations that she had helped to revitalise the tenants and residents Association in her area, giving it a new lease of life and bringing the community back together”.

community group of the year - kirkconnel and kelloholm village pridethis group were chosen, not only for their successes in the last 12 months, but for their work on building foundations over the years. they have really turned things around in their area.

annandale and eskdale tenant champion of the year - mary muir, of gretnamary was chosen for her hard work across the region through being Chair of the dumfries and Galloway Federation of tenants and residents, as well as chair of Gretna tArA. our judge said it was clear to see that mary “gets her sleeves rolled up and leads from the front.”

project of the year - holm park view, dumfriesthis dGHp project provides much needed secure and supported accommodation for

young people leaving care. It was chosen in recognition of the young people involved.

Stewartry tenant champion of the year - Frank mctaggart, of kirkcudbright Frank, formerly Chair of Stewartry dmC, was chosen for his tenant focus and drive to make sure the best is in place for tenants.

dghp Staff member of the year - Sheila campbell, based in annanSheila is a Sheltered Housing Co-ordinator in Annan and was chosen for this award - quite simply - for being a lifeline to her residents in the Shawhill area.

wigtown tenant champion of the year - annie murray, of port williamAnnie, who was recently Chair of the Wigtown district management Committee, was chosen for this award in recognition of all her own tenant work, as well as for all the support she gave her late husband, George murray during his time as Chairman of dGHp.

neighbour of the year - marjorie hines, of moffatmarjorie was chosen after being nominated by elizabeth edgar who lives a couple of doors up. elizabeth said she doesn’t know where she would be without her. She is often outside in the winter clearing and salting the paths for others.

young person of the year - joint winners gary mcaleese, of dumfries, and cody harding, of annanGary, who at the time of nomination, was resident at Holm park View - the Young person’s project. Gary was nominated by more than one neighbour - who by their own admissions - had been very wary of the project before meeting Gary. It was clear he had won them over with his caring and happy nature.

Cody was nominated by dozens of people in his area and was chosen for all his work attending tArA meetings and helping out with many community projects. those nominating him said he always finds time for others and never gives up on anything.

Community Group of the Year award winner - Kirkconnel and Kelloholm Village Pride. John Syme is pictured here (middle) with independent judge, Phil Jones (left) and DGHP Chairman, David McMillan

Wigtown Tenant Champion of the Year award winner Annie Murray, of Port William. Annie is pictured here with judge, Phil Jones (left) and DGHP Chairman, David McMillan

The Garden of the Year award went to Eileen Thomson, of Annan, who is pictured here with independent judge, Phil Jones (left) and DGHP Chairman, David McMillan

Stewartry Tenant Champion of the Year award winner Frank McTaggart, of Kirkcudbright, is pictured here (middle) with independent judge, Phil Jones (left) and DGHP Chairman, David McMillan

TENANT CONFERENCE AwARDS 2013


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Project of the Year went to Holm Park View, a DGHP-run project based in Dumfries providing secure and supported accommodation for young people leaving care. Pictured left to right are: Judge Phil Jones; Albert Spencer, Senior Young Person Development Worker at HPV; Kirsty Beattie and Wayne Marshall, both Young Person Development Workers at HPV and DGHP Chairman, David McMillan

Nithsdale Tenant Champion of the Year award winner, Dorothy Grant of Troqueer, is pictured here with independent judge, Phil Jones (left) and DGHP Chairman, David McMillan

Young Person of the Year went to Gary McAleese, of Dumfries. Gary is pictured here (middle) with independent judge, Phil Jones (left) and DGHP Chairman, David McMillan

Neighbour of the Year went to Marjorie Hines, of Moffat. Marjorie is pictured here (right) with Elizabeth Edgar, who put her forward for the award. Marjorie was unable to attend the awards ceremony and received her accolade at home.

Young Person of the Year winner also went to Cody Harding, of Annan. Pictured, from left to right, are: Judge Phil Jones; Cody’s dad Mike; sister Eddilouise; Cody; mum Susan and DGHP Chairman, David McMillan

DGHP Staff Member of the Year went to Sheila Campbell, a Sheltered Housing co-ordinator based in Annan. Sheila is pictured here with judge, Phil Jones (left) and DGHP Chairman, David McMillan

Annandale and Eskdale Tenant Champion of the Year went to Mary Muir, of Gretna. Mary is pictured here with independent judge, Phil Jones (left) and DGHP Chairman, David McMillan



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Seven years ago, a group of like-minded residents in moffat joined forces to improve community gardens after the state of the landscape around them became an issue.

the group have been working as a tenants and residents Association (tArA) in Annandale place area ever since.

rena Gardner, the chair of the group, said: “everyone who lives in this little scheme has played their own part in the success of our first project.

“the gardens became an issue some years ago and it was an issue that affected everyone who lives here. that really was the beginning of the tenants and residents association for us.”

the group has five long standing members who have been involved since the beginning of the tArA.rena and her green-fingered members applied for grant funding from various agencies and to date, the group has secured more than £7,000 from a number of

organisations, including dGHp.

She said: “the support we’ve had has been more than monetary at times. Assistance to the group can be something as helpful as the use of hoses to essentials like cups of tea!

“everyone is keen to help out - the community spirit is alive and kicking in moffat!

“We still have our regular meetings and we have a dedicated group of members who turn

out to each meeting, but we hope to welcome more tenants to the team over the course of this next year.”

the group admit that their success is down to hard work and determination - and a little help from their friends.

Katrina robb, the group’s secretary said: “We need to say special thanks to Cathy and her husband Glover for their help, donald and Helen millburn, William mcrobert as well as staff at dGHp and ISS Waterers who helped us with the first stages of the landscaping.”

the group meet on the last thursday of every month at the Buccleuch Hotel in moffat. All moffat tenants and residents are more than welcome to come along.

For more information and advice on setting up a tArA in your area, please call dGHp’s Customer Service Centre on 0800 011 3447 and ask for our Community participation team.

these groups are not run by dGHp but we can offer support and advice in the starting stages.

SPOTliGHT ON mOFFAT TARA

Cathy Ward, Molly Clinton, Katrina Robb, Rena Gardner and Liz Hawker - all of Moffat TARA

there have been some technological changes at dGHp’s Customer Service Centre (CSC), all aimed at improving the service received by our tenants.

the telephone system has now been upgraded to ‘Cloud technology’ which allows staff to deal with the calls and telephone messages much more efficiently. If the phones are busy customers can simply leave a message and whenever an advisor becomes available they will be called straight back. Already there has been a steady increase in the use of this service.

Shortly, dGHp will be launching a new text messaging facility and ‘Live Chat’ via the website – www.dghp.org.uk

It is known that more and more customers have access to a mobile phone or pC and by introducing these alternative methods of contact, dGHp hopes to give customers a wider choice in how they contact the organisation - and ultimately, make it easier.

the CSC is now open monday to Friday from 8am until 7pm, making it simpler for tenants and customers to call in, at a time convenient to them.

In addition, dGHp also has a ‘Self-Service portal’ on the website www.dghp.org.uk to carry out routine enquiries – including checking a rent balance, reporting a repair or simply sending a message.

over the last year the advisors at the CSC have taken almost 140,000 calls, responded to 2600 customer emails and requests for information received via the self-service portal. more than 90% of these were resolved at the first point of contact meaning that customers are getting their query resolved with just one contact.

the Customer Service Centre can be contacted on Freephone 0800 011 3447 or 0845 606 3447 (Lo-call).

COmmuNiCATiONS iNNOvATiONS AT DGHP'S CSC

Staff at DGHP’s Customer Service Centre

Are you interested in being part of a TARA in your area?

Call us on 0800 011 3447


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yOu SAiD, wE DiD

It’s almost one year since we launched our ‘You said, we did’ campaign in a bid to get more of our tenants involved in the way we run dGHp.

In the last 12 months, almost 200 tenants have signed up to the campaign to help us improve our services.

the idea behind the campaign isn’t new - we are looking for people all over the region to give us your views and suggestions about our services to you.

However, the way you can tell your thoughts is new. You can give us a minute a month, an hour a year - it’s completely flexible and completely up to you!

You can choose the service areas on which you would like to be consulted on. So whether you want to tell us how we can improve the repairs service or a thought about reducing antisocial behaviour, let us know. Any contribution is a valuable contribution.

If you are interested, please contact our Customer Service Centre on 0800 011 3447 and ask for a form.

HAVE YOU BEEN AFFECTED BY THE WELFARE REFORM CHANGES?

As a social housing tenant you may have been affected by the recent cuts to housing benefi t. At DGHP we are here to help you during these diffi cult times.

If you are affected by this, please don’t ignore it - you must take action now before it’s too late. Other welfare reform changes are planned by the government and the sooner you can seek help, the better.

Non-payment could lead to you falling into arrears, and ultimately put your tenancy at risk. We, at DGHP, don’t want that to happen and we have a dedicated team of people here to help.

If you’re struggling to manage, or to understand the changes, talk to us, in confi dence

on Freephone 0800 011 3447 or lo-call 0845 606 3447

Do you know that there may be fi nancial help available to you? Speak to us to fi nd out more

36221 DGHP Bed Tax Flyer.indd 1 8/8/13 15:19:20

Here at dGHp, we take tenant engagement very seriously and we are always looking for ways to interact and work with our tenants. In the last quarter, we have engaged with more than 1000 tenants, right across dumfries and Galloway.

We believe our tenants should be at the heart of everything we do as an organisation and we are often out and about in the communities in which we serve.

Here is a brief breakdown of some of the events we have been involved with in the last

three months, from July to September 2013.

In July we met with a total of 143 through various events including the local tArA meetings, scrutiny panels, attending local events to attract members onto our Board, our dmCs have met to assess performance of the company as well as our members of the tenant Conference Working Group getting together to plan the recent conference.

through August, we engaged with a total of 441 tenants and residents, through events such as litter picks, youth events, diversity

days held with our dmC members, we held training for the Federation of tenants and residents members as well as our usual attendance at local tArA meetings.

through September we worked with around 425 tenants through various events, which included our Christmas Leavers programmes with young people in Annan and dumfries. We continued to attend the tArA meetings, we ran another session of our ‘Silver Surfers’ as well as engaging with the 300 tenants at our main tenants Conference.

TENANT ENGAGEmENT iN THE lAST quARTER



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Like many stock transfer organisations, that journey can only be described as a rollercoaster ride with many high and low points along the way. In more recent years being crowned “Large Housing Association of the Year” in 2012 at the prestigious Scottish Homes Award, coupled with high levels of tenant satisfaction with our services has given us the confidence that we are indeed performing well within the social housing sector.

our original Business plan, approved back in 2002, set out a whole range of promises that dGHp had to fulfil following the overwhelming vote by tenants to transfer the ownership and management of their homes.

there were 60 promises in the Business plan including:

• Limitingrentincreases

• Investinginourtenantshomesthroughmodernising kitchens, bathrooms and improving the fabric to our own house condition standards; and

• Puttingaframeworkinplacetoensuretenants could have a real say in the management of their homes.

All of these 60 promises have been met and we now have a housing stock that is more desirable and we are also providing efficient and effective services that focus on what our tenants want from their landlord.

It is fairly well documented that our early days proved difficult for many reasons including the introduction of new investment requirements for rSLs that differed from our own Business plan. that experience, along with some upheaval in the Governance arrangements, resulted in some fairly negative publicity which served only to detract resources from being able to push forward on service improvement.

However, once that period passed, the company was given the time to focus on what tenants were telling us and in 2006 we undertook a fairly radical root and branch review of our service delivery. that resulted in the introduction of our Customer Service Centre to channel all means of contact with the company, and the introduction of specialist sections to deal with Income, Allocations, and Anti-Social Behaviour all of which were, and continue to be, supported by our region-wide team of experienced neighbourhood managers.

At the same time performance management

became fairly integrated within our new policies and processes. this was the beginning of our quest for service excellence and growth in tenant satisfaction.

High on the agenda was our work to complete our investment programme and commence, in partnership with the Scottish Government and dumfries and Galloway Council, the task of regenerating inner estates in dumfries and Stranraer. this work is nearing its successful completion and has transformed these communities into vibrant and attractive places to live. For the first time, the company also began building its own houses, with the first development being allocated at oliphant Court, dumfries in 2008.

As we began to move forward in a positive manner, the effects of the wider economy took hold, and in 2010/11 we fell victim to both our principle reactive repairs and regeneration contractors going into Administration within months of each other. Although difficult at the time our staff coped admirably and ensured that any disruption to tenants was kept to a minimum.

At the same time we were also hit with some of the worst weather conditions on record causing frozen and burst pipes on an unprecedented scale. Again, our repairs team

On 10 April, 2013 DGHp became 10 years old. this milestone gave us all reason to reflect on our journey.

lOOkiNG bACk OvER 10 yEARS

and contractors rose to the challenge and worked tirelessly to deal with this emergency situation. Along the way we recognised the changes to the demographics of our entire tenant population, and there was a realisation that we would need to diversify and grow our Housing Support arm.

We needed a structure in place to enable us to manage the growing number of tenants who need support to ensure that they sustain their tenancies, thus our decision to venture into providing specialist support services to young people leaving care and the homeless.

this change in demographic profiling is one of our main challenges for the future. We have an ageing population and we are facing a significant increase in the number of single households. the scope for a mismatch of supply and demand coming at the same time as the review of the Welfare Benefits system will prove challenging for the company.

over the 10 years, our greatest asset and probably the one thing that distinguishes the company from other rSLs is our framework for involving tenants in the management of their homes.

tenant participation Advisory Service (tpAS) recently summed it up by

saying that: “dGHp is good at doing the difficult things well. And the secret to their success is the way they involve tenants and communities. A lot of hard work has taken place to develop the correct structures for tenants and residents to shape decisions. there is a genuine desire to involve local people in improving performance and services for the good of dumfries and Galloway. It is a partnership approach that delivers results. this sets out dGHp as the standard for other landlords to aspire to.”

Without doubt the company has faced many challenges over the years but has never lost sight of its main focus - to provide excellent homes and services for our tenants.

By continuing to work in partnership with our staff and tenants, the future looks good for the company. together we will continue to flourish.


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Well it’s that time of year again for dGHp to look back over the last 12 months, following our recent AGm.

I was delighted to be appointed as Chairman of the company for the first time in october. many thanks also to Billy Lockhart, who served as Chairman of dGHp, in the previous year.

I would firstly like to thank all our Board members for their hard work, dedication and continued support throughout the last 12 months.

I would also like to add my thanks to all the district management Committee (dmC) members who have completely re-focused their role and remit this year.

the Community Involvement service and the dmCs have now been combined to form the new Community participation service, with the arrangement facilitatingbetter cohesion and partnership working between dGHp, the dmCs and the Federation of tenants and residents Association.

We are also pleased that the tenant participation Advisory Service Scotland (tpAS) support this in their re-accreditation

of the company.

the dmCs themselves have changed, with Board members no longer serving as members of their committees. the revised structure allows them to scrutinise services and review and assess performance. this will be an exciting time ahead for the members, and the organisation.

Another change saw the launch of the new tenant Community Fund this year, replacing the Community pride Fund. decisions regarding funding are still carried out by the dmCs, however priority is now given to projects that will assist dGHp tenants to maintain their tenancies such as furniture packs and starter packs.

the last 12 months have been demanding for the company and have involved a lot of preparation and change. dGHp as an organisation has risen to the challenges and continues to push forward and develop for the future. I, like my colleagues, amproud to be part of the organisation and I hope you enjoy our article in this newsletter which looks back over the early years.

A lOOk bACk AT 2012/13 wiTH DGHP'S CHAiRmAN

dGHp turned 10 this year and it’s been very heart-warming to take stock and look back at the achievements in that time, and to see how the organisation has grown.

2012/13 has been a busy, and challenging, year for everyone. With that in mind we have focused everything around preparing for the challenges, which have included a reduction in grant funding and the impact of welfare reform.

With these challenges comes increased demands on our services and the organisation has found itself rapidly evolving in difficult times.

dGHp has always been about more than bricks and mortar – but never has this been more prevalent than now. the welfare reform changes, combined with the current economic situation, have made life increasing difficult for more people.

dGHp is constantly adapting to these challenges and striving to find innovative ways to support our tenants.

during the last year we have also been continuing with our regeneration programme in dumfries and Stranraer and

more than 100 families are now settled into their new homes.

Fifty homes have been completed in the last 12 months, with a further 100 due before the end of the year.

the next three years should prove to be the most exciting of all for dGHp, as the final properties on these sites start to take shape and the company completes one of Scotland’s largest regeneration programmes.

Also, in terms of development over the last year, it’s been a busy time for the company. Homes have been completed across the region and we are progressing with many more homes in rural communities across dumfries and Galloway.

So while 2012/13 has been challenging, it’s also been about change and embracing the changes. dGHp has managed this successfully for the last 10 yearsand it will continue to do so for the next 10 years - and beyond. We look forward to it and hope you do too.

A wORD FROm DGHP'S CHiEF ExECuTivE


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GARy mcAlEESE - THE jOuRNEyGary’s journey with dGHp started just 18 months ago when he moved into his new home in dumfries.

Gary was one of the first young people to move into the project at Holm Avenue in troqueer which offers transitional accommodation for some of the region’s young people who are leaving local authority care or foster homes.

Having previously lived in homeless accommodation in Stranraer, Holm park View gave Gary the first home he could truly call his own.

moving back to his hometown of dumfries also meant that Gary could plant some roots and start to settle down: “Being at Holm park View has made a huge difference to my life – it was a big turning point for me, the start of a new beginning.”

Gary started at dumfries and Galloway College in September 2012 where he studied construction before successfully gaining an apprenticeship with the local authority’s roads department.

Gary said the on-site specialist team were key to him learning to live independently: “Holm park View supported me to access training, education and gain employment. “

the staff are incredibly helpful and approachable. I really felt like I could talk to them about anything.” After a year at HpV, Gary was ready to move onto permanent accommodation.

He moved into his very own flat on the outskirts of dumfries town centre in the early months of 2013: “It’s a great feeling knowing that you are living on your own and have come so far in such a short space of time.”

Gary McAleese at work in his new job Gary pictured with staff at Holm Park View



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2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

60

50

20

10

0

40

30

Number of evictionsDGHP

Peer Average

2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

6.00%

5.00%

2.00%

1.00%

0.00%

4.00%

3.00%

Total rent arrears 2012/13

DGHP

Peer Average

Target

40 DGHP Annual Report 2012/13

Performance

DGHP_AR_2013_Master.indd 40 17/9/13 23:19:06

DGHP'S PERFORmANCE iN 2012/13

2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

1200

1000

400

200

0

800

600

Number of relets during year

2009/10

2010/11

2011/12

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

2.50%

1.00%

0.50%

0.00%

2.00%

1.50%

Former tenant arrears DGHP

Peer Group

Performance 41


2009/10 2010/11 2011/12 2012/13

13.50%

14.00%

13.00%

12.50%

11.00%

10.50%

10.00%

12.00%

11.50%

Tenancy sustainmentNumber of tenancies that fail in the first 12 months

2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

70

60

50

20

10

0

40

30

Void turnaround timesPeergroup



2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

1.401.201.00

0.400.200.00

0.800.60

2.001.801.60

Rent loss due to voids (lettable)

2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

60.00%

50.00%

20.00%

10.00%

0.00%

40.00%

30.00%

Lets to homeless persons DGHP

Peer Average

Performance 43


the charts here show dGHp’s performance information for the last year. the information measures the services that we provide to tenants and is reported in our Annual report and to the Scottish Government. It tells us how we are delivering these services in comparison with previous years and other housing organisations similar to ourselves.We have performed well during a year in which we faced many local and national challenges. these are some of the highlights from our performance in 2012/13:

MANAGING ReNT ARReARS: during the last few years tenants have faced difficult economic conditions and our performance is good in keeping the level of rent arrears low. We have done this by

contacting and helping tenants as early as possible whenever they face difficulty with keeping up rent payments. In comparison with similar organisations, our performance remains better than the average.

Re-leTTING eMpTy HOUSeS AND MANAGING ReNT lOSS: We let our empty properties eight days quicker than in the previous year. We have not compromised on the quality and standards of the houses when a new tenant moves in. We are now competing strongly with similar organisations and we are reducing the amount of rent that we lose by having houses empty.

RepAIRS: tenants are very satisfied with the repairs

service that we provide. more than 98% of emergency repairs are done on time. the performance in other types of repairs shows that this can be better and we will work with our contractors to make sure this improves in future.

We will continue to monitor our performance against our targets. With this information, we will take action to improve services when this is needed. We will continue to compare ourselves with similar housing organisations and strive to provide the best services for our tenants.

A copy of our full Annual Report is available on request by calling Freephone 0800 011 3447.


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120.00%

60.00%

20.00%

0.00%

40.00%

100.00%

80.00%

Q1: 2012/13

Q2: 2012/13

Q3: 2012/13

Q4: 2012/13

Satisfaction with the Repairs Service

Satisfied

Very Satisfied

Priority 1

Priority 2

Priority 3

Target

2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

100.00%

80.00%

70.00%

90.00%

Overall repairs performance incl. heating



70.00%60.00%50.00%

20.00%10.00%

0.00%

40.00%30.00%

100.00%90.00%80.00%

Q1: 2012/13

Q2: 2012/13

Q3: 2012/13

Q4: 2012/13

Satisfaction with time to do job

Satisfied

Very Satisfied

Performance 45


2009/10 2010/11 2011/12 2012/13

13.50%

14.00%

13.00%

12.50%

11.00%

10.50%

10.00%

12.00%

11.50%

Tenancy sustainmentNumber of tenancies that fail in the first 12 months

2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

70

60

50

20

10

0

40

30

Void turnaround timesPeergroup



2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

1.401.201.00

0.400.200.00

0.800.60

2.001.801.60

Rent loss due to voids (lettable)

2009/10

2010/11

2011/12

2012/13

2005/06

2006/07

2007/08

2008/09

2003/04

2004/05

60.00%

50.00%

20.00%

10.00%

0.00%

40.00%

30.00%

Lets to homeless persons DGHP

Peer Average

Performance 43


uSEFul CONTACTSDGHP CuSToMER SERViCE CENTRE0800 011 3447 SCoTTiSH PoWER0845 27 27 999SCoTTiSH WATER0845 601 8855NATioNAL GAS EMERGENCY SERViCE0800 111 999

NHS24 08454 24 24 24 PoLiCE SCoTLAND101 FiRE AND RESCuE SERViCE01387 252222 DuMFRiES AND GALLoWAY CouNCiL030 33 33 3000 D&G CouNCiL ANTiSoCiAL BEHAViouR TEAM0800 027 6567

D&G CouNCiL NoiSE TEAM030 33 33 3000 MoNEY ADViCE SERViCE0300 500 5000 iLS (iNDEPENDENT LiViNG SuPPoRT)01387 261746 THE SAMARiTANS08457 90 90 90 CiTizENS ADViCE 01387 252456 WELFARE RiGHTS01387 266888

IF yOU wOUlD lIke A COpy OF DGHp’S lATeST ANNUAl RepORT 2012/13 pleASe CONTACT US ON FReepHONe 0800 011 3447

AlTERNATivE FORmATS This publication is also available on tape, in Braille, large print and community languages.

For information contact DGHP’s Customer Service Centre on:

netWorK rAte 0845 606 3447

FreepHone 0800 011 3447

emAIL [email protected]

FOR FuRTHER iNFORmATiON, PlEASE CONTACT:DGHP Customer Service Centre Grierson House, The Crichton, Bankend Road, Dumfries DG1 4ZS 0800 011 3447 (freephone) 0845 606 3447 (charged at network rate) email us: [email protected] or visit our website: www.dghp.org.uk

This material is environmentally friendly from FSC sources A registered Scottish Charity - SC039896


Lo-CALL 0845 606 3447

It’s competition time again. Answer the following 5 simple questions and send your entries to us by Friday november 29th to be in with the chance to win

a voucher worth up to £40. First prize will win £40, second prize will win £25 and third prize will win £10.

COmPETiTiON - wiN SOmE vOuCHERS

please send us your answers on this form in an envelope, or on the back of a postcard, to: open door Competition, dumfries and Galloway Housing partnership, FreepoSt nAt3109, dumfries, dG1 4Br. return your form to us by Friday November 29th. We will contact the winners after this date to arrange to hand over the vouchers. The overall winner may be required to have a photograph taken for a future edition of open Door.

➊

➋

➌

➍

➎

Name

Address

Postcode

Telephone

entry Form

QueStionS -

➊ there is an article in here about moffat

tArA. Can you please tell us what tArA

stands for?

➋ the Federation of tenants and

residents have launched a new website.

What is their website address?

➌ there is an article in this newsletter inviting you to take

part in a survey. What is that survey for?

➍ dGHp has given an advance notice of something in this newsletter,

but what is it?

➎ dGHp celebrated a birthday this year, but how old is the

organisation?

win!

the next lucky winner of the latest open door competition has been announced.

Bernard miller, from eaglesfield, won first prize from the last edition of dGHp’s newsletter.

Bernard was over the moon at the news of his win: “I can’t believe I’ve won. I always enter the competition and I was really surprised to hearthat I had won. I will definitely be entering again.”

Second prize went to Shirley Cluckie from Stranraer, with third prize going to Ann mcewan from Locharbriggs who picked up a £10 voucher.the correct answers to our competition were:

1. thursday 26th September 20132. Identification or a signed letter from dGHp3. the Federation have been working on their new website4. Homeswapper is a mutual exchange service online5. training; visiting new Lanark; awarding their tenant community fund

COmPETiTiON wiNNER

all the answers are within articles in this edition of open door.

autumn 2013 open door - dghp door final autu… · training on how to run the site - all they need...

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