link group annual review 2012

Annual Review 2012

Link Group Annual Review 2012 1

Annual Review 2012

Contents

Chair’s review ........................................................ 2

The Link group ...................................................... 6

Our vision, values and objectives .......................... 8

Valuing people ...................................................... 9

Providing homes.................................................. 23

Building communities .......................................... 31

Working together ................................................ 37

Company informationand contact details ..............................................44

2 Link Group Annual Review 2012

Chair’s review

< Peter Foreman, Link Group Chair.

I am delighted to introduce this review andcommend it to you. This is my ‘first’, havingtaken over chairmanship of Link Group earlierthis year. I would like to recognise the proudrecord of my predecessor, Robbie Robertson,during his 4-year ‘watch’, and I am pleased thathe has remained on the Board to give us thebenefit of his experience.

Despite the continuing difficult economicconditions, Link has achieved significant positiveoutcomes yet again this year, retaining our positionas one of the leaders in the Scottish socialenterprise sector.

During the year we achieved:

• A surplus of £4m• Capital expenditure on new or improved homes for

rent or shared ownership of £27.5m• Gross turnover of £38m

At 31st March 2012 the group held:

• Revenue reserves of £27m• Maintenance reserves of £17m• Total reserves of £44.5m

These are most satisfactory results – but they tellonly part of the story. Throughout this review you willfind evidence of our ‘inclusive’ approach to meetingthe needs and aspirations of a wide range ofcustomers, stakeholders and partners.

I would like to focus on just a few of the keysuccesses.

We attracted sufficient grant funding from theScottish Government and commitment from lendersto secure approvals to build 190 new homes, 70% ofwhich will be for ‘social rent’ i.e. affordable to thoseon relatively low pay or on limited fixed incomes (thegroup to which Link remains primarily committed).We obtained 16% of the total subsidy available inScotland, the ‘best’ result of any RSL.

The development of our new Design Guide willensure that we are building high quality homes thatwill stand the test of time and meet the ever-increasing needs and aspirations of our customers– that they are homes that people will be proud tolive in, and that we will be proud to have supplied.

Through strong relationships with both Larkfieldand Horizon Housing Associations, we assistedthem deliver quality services to their communitiesand LinkLiving continued to be recognised for itsperson-centred approach to its service users.

We intended to improve the delivery of the PrivateSector Leasing scheme in Edinburgh – andpositive feedback from The City of EdinburghCouncil, landlords and tenants alike suggest thatwe have succeeded.

Our Advice Teams deliver extraordinary results forour tenants and other clients in support of ourFinancial Inclusion, Tenancy Sustainment andAffordable Warmth strategies.


There are clouds on the horizon, including morecuts in local and national government budgetswhich will require us more than ever before to bemore ‘competitive’ and prove social return, and bothLink and its customers will be severely challengedby the Welfare Reform measures.

Nevertheless, I am confident that we will continue tomeet and address such challenges, just as we havedone during the 50 years since our formation on13th September 1962. We celebrate our half-centurynot only with a reception for old and new friends andsupporters but also by including a bookletdescribing the history of Link with this Review.

> Link Chief Executive Officer Craig Sanderson with Link’s longestserving tenant Mr Jim McKee.

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Chair’s review

I thank and congratulate all board members, staff,customers, partners and other stakeholders whohave supported Link both this year and previously.There is one who deserves recognition, arguablyabove all others. One of it’s original members,Robert Howard Soper (‘RHS’) took over the reins atLink when it was in the doldrums in the early’70s andput in place systems, practices and a culture whichproved to be the foundation of Link’s subsequentsuccess. He was also a founder-member of theScottish Federation of Housing Associations andHjaltland Housing Association. RHS would havebeen a guest of honour at our birthday party butsadly he passed away in December last year. Linkand the whole voluntary housing sector in Scotlandowe him a considerable debt.

Peter ForemanChairLink Group

< Peter Foreman and Craig Sanderson launch Link’s 50thbirthday celebrations at the Chartered Institute of HousingScotland conference in March 2012.

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During 2011/12 the Link group ofcompanies achieved:

• A surplus of £4m• Capital expenditure on new or

improved housing for rent and sharedownership of £27.5m

• Gross turnover of £38m

At the end of March 2012 held:

• Revenue reserves of £27m• Maintenance reserves of £17m• Total reserves of £44.5m


The Link group

The Link group of charitable registeredsocial landlords, voluntary organisations,and social enterprises offers a wide rangeof housing, support and regenerationservices to 10,000 families and individuals,primarily in Scotland’s central belt. In2012/13 Link plans to invest more than£25 million in new high quality, affordablehomes for rent and low cost ownership inareas where they are most needed.

Link Group Ltd is the parent company. It ownsmost of the group’s housing stock and other assets.It provides Asset Management, Business Support,Business Development, Communications,Corporate Services, Development, Finance, Health& Safety, Human Resources, Information Systemsand Technical services to the whole group.

Link Housing Association Ltd is one of thelargest organisations of its kind in Scotland. Itprovides quality housing management services tomore than 6,500 tenants in social rentedaccommodation – both general needs andsheltered – with bases in east, central and westScotland and the Highlands. It also providesproperty management / factoring services to 4,500owners. Link Housing also provides first classAdvice Services that combat poverty by means ofassistance and advocacy.

LinkLiving Ltd provides support to people to behealthy, happy and fulfilled and to manage thechallenges of everyday life more effectively.LinkLiving works in partnership with people andorganisations to make a difference with services inEdinburgh, Fife, Falkirk and Midlothian. LinkLivingworks with around 1000 people with a diverse rangeof needs every year including 100 volunteersdeveloping their skills and confidence to enablethem to take advantage of opportunities and to be incontrol of their own lives.

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Linkwide Ltd and Link Homes Ltd responsibilitieswere transferred to the Link Group as of 1st April2011. Linkwide was formerly the development andregeneration arm of Link. It also provided adviceservices, while its subsidiary Link Homes Ltd builtnew homes for sale, offered commercial factoringand delivered the Scottish Government’s LIFT OpenMarket Shared Equity (OMSE) scheme.

Larkfield Housing Association Ltd is aGreenock-based registered social landlord whichowns and manages a stock of 396 properties andprovides management services to an additional550 owner occupiers in the Larkfield area.Larkfield also provides management services tomore than 230 Link Housing tenants and 900owners in Port Glasgow.

Horizon Housing Association Ltd is a nationalregistered social landlord which promotes andprovides affordable housing and services thatenable people, irrespective of impairment, to live fullindependent lives in the community of their choice.Horizon owns and manages 819 properties for rentor shared ownership, integrating homes forwheelchair users which comprise 25% of itsproperties. It also provides factoring services for31 owners and advice and assistance to 1500 olderand disabled people in West Lothian through itsCare and Repair service (which has expanded toserve older and disabled people in NorthLanarkshire from April 2012).


Our vision, values and objectives

Mission statement

Our philosophy• Valuing people• Building communities• Providing homes• Working together

Vision

What we want to achieve overallLink’s vision is to be a provider of choice andexcellence in the delivery of a wide range of sociallyinclusive regeneration, housing and support service

Values

Underpinning all our activities andworking practices• Equality • Diversity • Customer engagement• Service quality • Well being • Sustainability • Value for money • Continuous improvement

s.

Objectives

Link’s strategic objectives are structuredaround our mission statement. They are:

Valuing people • Provide excellent service and support to

customers to ensure health and well being andtenancy sustainment

• Innovate in employability • Continue to develop and support our customers,

employees and board members

Building communities • Establish principles and practices which

encourage community regeneration andreduce homelessness

• Seek and take opportunities for growthaccording to social enterprise principles

Providing homes • Enhance excellence in design and service delivery• Invest in appropriate technologies to improve

customer service and quality of accommodation • Maintain an annual development programme

delivering at least 100 new or improved ‘socialrented’ homes

• Explore, develop or re-introduce a range ofother tenure forms to provide a further 50 unitsper annum

Working together • Innovate in new or changing markets • Develop a profitable pilot programme of

private sector leasing with a limited number oflocal authorities

• Establish/maintain effective relationships withother stakeholders

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Valuing people

People are at the heart of everything we do. Weserve more than 10,000 families andindividuals in 26 of Scotland’s 32 localauthority areas by providing affordable homes,offering personal support and care andworking with communities to regenerate localneighbourhoods. Our priorities are to reach anincreasing number of people, to continue toimprove our diverse range of services, tomaintain a strong focus on customersatisfaction and to equip our employees withthe skills to enable us to achieve these goals.

Caring for customers

We continue to listen to and engage with ourcustomers and service users and are responsive totheir needs.

We work to fulfil our commitments to recognisingdiversity and providing equal opportunities to ourcustomers using our services. To demonstrate this,Link continues to be a member of Happy toTranslate, a scheme which assists in ensuring thatour customers have access to support if theyrequire translation or interpretation services.

In 2011/12, we implemented a new integratedfinancial and housing management system whichwas supplied by Aareon UK. The benefit of this newsystem is that it can adapt to our needs and will helpus to improve our services and manage ourbusiness more efficiently.

Sheltered Housing servicesOur sheltered housing services have adapted to achanging environment over the years. We provide24-hour cover in all homes through the on-sitepresence of a Sheltered Housing Officer during theweek and an out-of-hours responsive alarm serviceat all other times. We now have a pool of employeesavailable to cover for resident Sheltered HousingOfficers when they are sick or on annual leave.

We continue to invest in the long-term maintenanceof our stock by upgrading where necessary. Theresidents of Peel Court, Cambuslang now haveaccess to an improved common lounge andkitchen, following the development of an extension


to the building. Two stair lifts were also installed,making the building more accessible for those wholive in and visit it.

At Kilsyth Road, Kirkintilloch, a new roof and newkitchens, bathrooms and insulation have beeninstalled as well as an innovative new boilerand heating system. All works were designed toimprove the efficiency of the homes and reducecosts for the residents.

We continue to be part of an initiative called ‘Hear toHelp’ run by Action on Hearing Loss. Drop-insurgeries have been set up within some shelteredcomplex common rooms, giving residents theopportunity to have their hearing aids servicedwithout having to travel to hospital.

Each year, Link sponsors a training course on foodhygiene which a number of residents from eachcomplex undertake. Once they have completed thetraining, residents are then able to assist theirSheltered Housing Officer with food preparation as

well as becoming the proud owner of a Linkapron! Each complex now has at least oneresident qualified in food preparation.

In April 2011, employees and residents at GlenLyon Court, Cumbernauld, celebrated thedevelopment’s 20th anniversary.

A range of social activities takeplace throughout the year

across each developmentincluding an annual sail onthe Firth of Forth, family fundays and fetes as well asEaster, Halloween and

Christmas events. A numberof the complexes celebrated

the Royal Wedding last yearincluding Glenpark Gardens, Cambuslang, whichmarked the occasion by holding the ‘wedding’ of“Wullie and Katy”.

< Employees and residents wearingtheir new Link aprons.


Valuing people

Support services

Over the last year, LinkLiving support services have:

• delivered over 18,000 hours of support to 156young people in Edinburgh

• delivered over 28,000 hours of support to 79people with mental health issues in Edinburgh ofwhich over 10,700 hours were paid for directly byservice users as a result of the ScottishGovernment’s self-directed support strategy

• delivered over 22,500 hours of support to 16people living in a core and cluster development inComely Green in Edinburgh

• delivered over 24,400 hours of support to 261people who were homeless or at risk of beinghomeless in Fife

• delivered over 28,900 hours of support to 77people in Midlothian of which 1,248 were paid fordirectly by service users using a Direct Payment

• delivered 475 specific packages of support inFalkirk to people who were homeless, at risk ofhomelessness or were setting up a new tenancy

• provided accommodation with support for 76people at risk of homelessness in West BridgeMill in Fife

• developed an environmental project called‘The Diggers’ in partnership with Artlink inComely Green, Edinburgh

In Falkirk, the LinkLiving team was part of a PublicSocial Partnership working with Falkirk Council todevelop a new way of delivering housing support.A number of packages was developed anddelivered on a time-limited basis rather than the

open-ended arrangements which had beenpreviously used. The two most popular packageswere tenancy sustainment (198 delivered) andsetting up a home (125 delivered). As part of thepartnership, the “Better Futures” outcome tool wasadopted and has demonstrated that 96% of thoseusing the service reported improvements to theirsustainable accommodation position, mental orphysical health or social and economic well being.

In Midlothian, the “Talking Points” personaloutcomes framework was adopted to enable us toidentify improvements in people’s lives (such asfeeling safer, having more things to do, living wherethey wanted to) and whether people felt listened to.Adopting a personal outcomes model fits withLinkLiving’s person-centred approach to deliveringservices as it ensures the support given to serviceusers focuses on what is important to them andwhat they want to achieve.

The supported self-help service, established as apilot in Fife in August 2010, was extended to March2012 with funding from the Local Mental HealthPartnership for Glenrothes and North East FifeCommunity Health Partnership. Since it was set upover 330 people with mild to moderate anxiety ordepression have been referred by the GPs we areworking with in Glenrothes or St Andrews. Benefitingfrom sessions with the self help coaches, clients havebeen extremely positive and the project is making areal difference to those who use the service.

A Social Return on Investment (SROI) evaluationwas carried out during 2011/12 on theaccommodation with support service at WestBridge Mill, Kirkcaldy. The accommodation


comprises 13 self contained flats for 30 individualsaged between 16 to 30 years. The support workersat West Bridge Mill help individuals develop theirown unique support plan. The plans focus onhelping individuals develop their independent livingskills as well as providing support to help themapply for appropriate follow-on or mainstreamaccommodation.

During the evaluation, 76 people in total lived at WestBridge Mill. Of those who moved out, 24 had apositive destination either moving into their own flat(15), moving to a different area to take up work orstudy (6) or moving in with family, friend or partner (3).

The impact the service has on the lives of those whostay there is significant:

“...helped me manage my money better and get intothe way of paying rent and bills regularly”

“Good support to help me through what I was goingthrough with my family”

“It helped me sort my head out, gave me the time todo this before getting my own place”

The process of engaging with stakeholders andunderstanding the impact the services have onthose who stay West Bridge Mill, was of significantassistance in developing service delivery. The SROIevaluation demonstrated a social return of £4.64 forevery £1 invested.


The value of our volunteers Link has over 100 volunteers who actively engagewith various LinkLiving volunteering projectswhich help them to develop their skills andconfidence and to access education and increasetheir employability.

LinkLiving retained Investing in Volunteersaccreditation, which recognises the support theorganisation provides to its volunteers. TheInvesting in Volunteers standard, managed inScotland by Volunteer Development Scotland,demonstrates that LinkLiving is committed to itsvolunteers and to the highest organisationalstandards of volunteering.

Despite funding challenges, this year the RealLivingbefriending project – which works with people withmental health issues in Fife – recruited and trained35 volunteers and provided 25 people with abefriender. A breakfast club in Glenrothes wasdeveloped by volunteers to help those who use theservice get out of their house, make connections withothers and reduce their feelings of social isolation.

SmartLiving is our peereducation project whichrecruits and trainsyoung people toprovide preventativehousing information

and advice to otheryoung people in schools

and colleges. In 2011/12,with funding from the Scottish Government throughWider Role, Falkirk and Fife Councils and theRoberston Trust, SmartLiving recruited and trained76 young people as peer education volunteers whodelivered 145 peer education sessions to 3398young people in Fife and Falkirk, exceeding alltargets set by our funders.

Both volunteer projects continued to demonstratetheir value by winning awards for their work in bothFalkirk and Fife during 2011/12.

RealLiving won the Silver Award in the “WorkInitiative of the Year” category at the Fife BusinessDiversity Awards 2011.

^ LinkLiving volunteers and their awards.LinkLiving Chair Eddie Banks and George Thomson, ChiefExecutive of Volunteer Development Scotland.


SmartLiving Falkirk was successful at the 12thAnnual Volunteer Awards, run by the VolunteerCentre Falkirk, winning the “Youth VolunteeringEngaging Organisation of the Year” for the fourthtime and volunteer Laura Frew, winning the awardfor “Young Volunteer of the Year”. SmartLiving Fifealso celebrated winning the “InspirationalOrganisation” award and volunteer Dean Allan wonthe award for “Young volunteer of the Year” at theCelebrating Fife’s Voluntary Sector Awards 2011.

Repairs and maintenanceWe worked hard throughout 2011/12 to improve thelevel of service we deliver to our tenants. The yearwas not without its challenges and the winter stormsstretched contractor resources, impacting onrepairs response times performance. It was the firstfull year of the new regional repairs contractors andmuch progress was made in developing moreefficient and effective processes. Supported by theimplementation of the new housing managementsystem within Link, we hope to see the full benefitsduring 2012/13.

We continue to allocate resources to ensure weremain on track to achieve the Scottish Housing

Quality Standard (SHQS) for all of our properties by2015. In 2011/12 we invested £5.7 million in plannedand cyclical repairs and our procurement strategyhas helped to minimise cost and assist contractorselection for the programme of works. We advertiseour contracts publicly as well as using frameworkagreements to identify suppliers and ensure“community benefits” are derived from procurement.

The overall programme of works during2011/12 included:

• Renewing 380 kitchens• Upgrading 188 bathrooms• Replacing central heating systems or boilers in

359 properties• Replacement of Electric Storage Heating with

Gas Systems in 113 properties• Fitting new windows or doors in 167 homes• Cyclical painter work to 975 properties• Servicing and repairing 4888 gas appliances• Major adaptations to 62 properties to meet the

needs of older or disabled tenants

The customer satisfaction levels for the planned andmajor cyclical projects in 2011/12 were:

• Kitchen Renewals 94.5%• Upgrading of bathrooms 94.7%• Replacement of central heating

systems or boilers 92.7%• Replacement of Electric Storage

Heating systems 97.4%• Fitting windows or doors 91.3%• Cyclical painter 90.9%• Major adaptations 93.4%

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Valuing people

Larkfield 2011/12 2010/11

Satisfaction level withrepairs completed

96% 97%

Horizon 2011/12 2010/11

Clients satisfied with service(based on 50% survey 99% 100%response rate)

Larkfield continued its commitment to ensure that allits properties meet the SHQS by 2015. A total of£360,312 was spent on major repairs work –£269,680 of which was capitalised as part of theintroduction of component accounting. Investmentsto the housing stock in the year includedreplacement of carbon monoxide detectors for allproperties and external roughcasting improvementworks. In addition, Larkfield received a total grant of£53,000 from the Scottish Government to carry outover 25 medical adaptations in tenants’ homes.

Horizon invested £446,414 on its plannedmaintenance programme, replacing and upgradingkitchens, boilers, doors, windows and installing cavitywall insulation. In addition, Horizon carried out 62adaptations to tenants’ homes and 158 adaptations tothe homes of older home owners allowing them toremain living independently.


Our performance

The following tables shows how Link, Larkfield and Horizon performed inkey areas relating to arrears, voids, lettings and repairs:

Link Housing Association:

Measure 2011/12 2010/11 2009/10

Current tenant arrears(net of Housing Benefit arrears)

3.08% 3.5% 2.5%

Former tenant arrears 0.69% 0.7% 0.8%

Average void days for all re-lets 29 35 29

% of relets let within two weeks 30.3% 24.6% 28%

% of relets let within four weeks 60.0% 71% 64%

Void rent loss 1.12% 1.11% 0.9%

Total number of lets during year 681 749 603

Lets to ethnic minority applicants 6.5% 3.5% 4.5%

Lets to disabled applicants 10.5% 8.1% 3.3%

Repairs response times achieved 95.2% 89.7% 89.3%

Spend on planned & cyclical maintenanceand major repairs

£5.7m £5.2m £5.9m


Valuing people

Larkfield Housing Association:

Measure 2011/12 2010/11 2009/10

Rent loss on empty houses 0.2% 0.2% 0.3%

Rent arrears as a percentageof total rent receivable

3.5% 3.7% 5.2%

Average time taken to re-letempty properties

12 days 14 days 21 days

Percentage of repairs completedwithin time

95% 90% 96.7%

Horizon Housing Association:

Measure 2011/12 2010/11

Rent collected as % of rent collectable 98% 97%

Rent arrears (excluding housingbenefit) as % of rent collectable

1.61% 1.73%

Rent loss on empty houses 0.18% 0.48%

Average time to relet a property 18 days N/A

Average time to relet a propertyexcluding major repairs

10 days 13 days

Average time to let a new property 1 day 3 days

Repairs completed on time 99% 99.7%

Care & Repair

Horizon adaptations completedwithin 12 weeks

73% Not recorded

Owners’ grant aided adaptationscompleted within 16 weeks

75% 86%

Small repairs completedwithin 10 days

88% 91%


Developing our peopleLink continues to support and develop itsemployees.

We are proud that, in this our golden anniversary, wehave not only achieved the prestigious Investors inPeople Gold award but also retained our HealthyWorking Lives Gold award. Our subsidiary Larkfieldalso attained the Silver Healthy Working Lives awardin 2011/12.

The Investors in People award recognises thecommitment Link has to continuous improvementthrough the management and development of ouremployees. The Healthy Working Lives awarddemonstrates our long term commitment to helpingimprove the health and well being of employees.

Link is committed to being an inclusive employerand is recognised as being “Positive AboutDisabled People”. We are pleased to have workedwith the Glasgow Centre for Inclusive Living and are

hosting two work placements as a result of ourcollaboration.

A further strand of our inclusiveness work is our aimto meet the expectations of Stonewall whichchampions the needs of Lesbian, Gay and Bisexualpeople in Scotland. Link participates in theStonewall Equality Index and is acknowledged as aStonewall diversity champion. There is still progressto be made in our commitment to be inclusive, andwe are now in the early stages of our journeytowards being an Investor in Diversity.

Our new HR and payroll system has been partiallyimplemented, and we are already seeing benefits inthe improved linkage between HR information andhow this feeds through to payroll. We are alreadyachieving efficiencies in the use of the new systemthrough electronic expenses processing, annualleave approvals and electronic payslips. We willcontinue the implementation of other modulesthroughout 2012/13.

< Link Group Vice Chair Roy Stirrat with Peter Russian,Investors in People Scotland Chief Executive.

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Valuing people

We recognise that line managers have a significantimpact on how we support, encourage and developemployees. In conjunction with Brodies LLP, wedevised a Leadership Development Programme(LDP) which ran last year for those new toleadership positions. A number of standards wasagreed and our Leadership Charter sets out whatemployees should expect from any line managerwithin Link. Employees new to a line managementrole will receive training to ensure they fullyunderstand Link’s expectations. Over 90% ofemployees in leadership roles within Link(including Larkfield and Horizon) have nowcompleted the LDP training.

We continue to encourage our employees toundertake formal qualifications as well as significantamounts of job-related training. Our trainingexpenditure for 2011/12 exceeded £70,000 whichhighlights our commitment to the training anddevelopment of our employees.

69% of employees have SSSC qualifications, with afurther 14% currently working towards successfulcompletion expected by autumn 2012 (11 ShelteredHousing Officers are now qualified with one workingtowards the SSSC qualification. Our Relief ShelteredHousing Officers are also given the opportunity tocomplete the qualification – three have completedthe course, one is working towards it and three arewaiting to start the course). We also support thosewho are undertaking distance learning for housingdiploma qualifications.


LinkGiving In September 2011, more than 200 Link employeesrolled up their sleeves for the second LinkGiving.The LinkGiving initiative gives employees theopportunity to go the extra mile to help make adifference to the communities in which Link has apresence.

This year the enthusiastic teams worked on adiverse range of projects, including:

• Redecorating hostels for the homeless inEdinburgh

• Gardening and tidying at a Riding for theDisabled Centre in Balerno

• Cleaning up of a stretch of theForth & Clyde Canal

• Painting a community centre inOatlands, Glasgow

• Creating a garden space at theHayfield Centre, Glasgow

• Decorating rooms at a homeless persons’accommodation in Edinburgh

• Improving the garden area at StrathcarronHospice, Falkirk

• Tidying and improving the garden area atCapability Scotland’s New Trinity Servicein Edinburgh

^ LinkGiving projects at Riding for the Disabled,Balerno and Forth & Clyde Canal.


Everyone who took part agreed that it was satisfyingto have the opportunity to make a difference – it waseven worth the sore muscles they had the next day!

Barbara Johnstone, Organiser for the Riding for theDisabled at Balerno, said:

“I cannot believe how hard the team worked. A bigthank you to the whole team.”

Lewis Hunston, Capability Service Manager,also said:

“We were delighted that Link chose to come andhelp out at the New Trinity Service as part ofLinkGiving 2011. Now all we need is for somesunshine so that we can enjoy their good work.”

This initiative will be formalised by the establishmentof the LinkGiving Trust during 2012. The Trust willconsider requests for assistance from peoplecurrently supported or provided homes by Link. Itwill also distribute monies that are donated or raisedthrough the various fundraising efforts across Link.Trustees have been appointed and are currentlydeveloping an application process to enable Linktenants and service users to apply for funding.

> Facing page: Cotton Street, Paisley.

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Providing homes

Design for the future

Link’s Development & Asset Managementteam (in consultation with Larkfield, Horizonand our Tenants Panel) created a new andimproved Design Guide. This sets out Link’sdesign vision to create sustainable placeswhere people want to live, using innovativedesign and construction appropriate for the21st century. The guide draws together thevarious strands of place-making,environmental responsibility, economicviability and social equality.

Its purpose is to challenge the way Linkdevelopments are designed. The places we want tocreate must be stimulating for people (eveninspiring) and buildings and open spaces must feelcomfortable and safe for our customers.

Affordable HousingInvestment

In 2011, Link secured £20 million of new loanfacilities to finance its continuing developmentprogramme. Link was successful in securing£7 million from the Scottish Government’sInnovation and Investment fund to develop ninenew projects which will deliver 193 homes (including130 for social housing). The funds that Link receivedrepresented 16% of the total subsidy available toRSLs in Scotland.

In accordance with our Corporate SustainableProcurement Strategy (and to serve as a bedrockfor future design and development work), Linksuccessfully completed new framework agreementsboth for Contractors and Consultants.

Link also increased its development partnering roleby engaging with West Highland HousingAssociation in an innovativeproject in Dunbeg, Oban,to provide mid renthousing which allows adeposit to accumulateto assist tenants topurchase their homesin future.

Land investment

We continue to maximise opportunities from our£6 million Landbank Fund to acquire sites tofacilitate our development programme. A range ofpre-acquisition activities was undertaken inreadiness for project delivery in 2013 including:

• Colston Road, Bishopbriggs• Broadwood, Cumbernauld • St Mungo’s Gate, Cumbernauld• Tannahill Road, Johnstone • Park Terrace, Brightons, Falkirk • Kirktonfield, Neilston• City Park, Edinburgh


Delivery ofaffordable homes

In 2011/12 we completed 112 properties, 82 forsocial rent and 30 for shared equity.

This comprised:

• 31 homes for social rent atAllander Park, Bearsden

• 15 homes for social rent atCherrybank, Newton Mearns

• 28 homes for social rent atBellsdyke Phase 1, Larbert

• 4 homes for social rent atSikeside Street, Sikeside (Refurbished)

• 4 homes for social rent atGibb Street, Chapelhall

• 30 homes for shared equity atCotton St, Paisley

^ Cherrybank Gardens, Newton Mearns.< Onsite at Taig Road, Kirkintilloch.


The following projects will result in the completion of299 new or improved affordable homes in 2012/13:

• 31 homes for social rent, 15 homes for sharedownership and 15 homes for shared equity atWauchope Square, Edinburgh – now calledKing’s Place thanks to Caitlin McKenze a pupilfrom Niddrie Mill Primary school

• 18 homes for social rent at Colston Road,Bishopbriggs

• 16 homes for social rent at Taig Road, Kirkintilloch • 38 homes for social rent and eight homes for East

Dunbartonshire Council at Auchinairn Road,Bishopbriggs

• 16 homes for social rent at Kirktonfield, Neilston• 10 homes for social rent and six homes for mid

market rent at Park Terrace, Brightons• 15 homes for social rent and six homes for mid

market rent at Bellsdyke Phase 2, Larbert• 10 homes for social rent and four homes for mid

market rent at St Mungo’s Gate, Cumbernauld• 32 homes for social rent at Gibb Street, Chapelhall• 24 homes for social rent at Kirkwood Street,

Rutherglen (Refurbished)• 38 homes for social rent at Dumbarton Road,

Dalmuir

Supporting regeneration Link continues to support regeneration in the areaswhere we develop. We also work in areas where ourtenants and their communities have identified thatour help would be appropriate or add value tocommunity effort. In particular, we continue to workin some of Scotland’s most deprived communitiesto help develop social capital and the communityacquisition of local assets where these can helpsustain community self-determination.Throughout 2011/12, we:

• Continued to work with NHS Fife to make best useof kitchen facilities within West Bridge Mill as acommunity kitchen

• Continued to work with Falkirk Council to ensurethat our housing developments in the Falkirk areasupported the local authority’s Community Benefitin Procurement goals

• Concluded an agreement with RenfrewshireCouncil to support local employmentopportunities at our Cotton Street development.


Helping aspiringhomeowners

Link continues to administer successfully theScottish Government’s LIFT (Open Market SharedEquity – OMSE) scheme across an extended widearea including 25 local authority areas in Centraland Southern Scotland.

The OMSE scheme is open to priority groupapplicants including those who currently rent froma social landlord or a local authority, servingmembers of the armed forces and veterans whohave left the armed forces within the past year.Buyers need to purchase an equity stake ofbetween 60% and 90% of the value of the property.The Scottish Government funds the remaining stakeso that the applicant does not have to fund all of thepurchase price.

Link has a dedicated team to help applicantsbecome home owners. The team not only generates

interest for the scheme by targeting an agreed prioritygroup but also advises potential buyers, assesseseligibility for the scheme and processes applications.Link successfully completed 114 LIFT Open MarketShared Equity sales in 2011/12.

New Supply Shared Equity (NSSE)

Link successfully procured and completed 29 NewSupply Shared Equity sales within its own new builddevelopment programme. This increased oursupply of affordable housing in pressured housingmarkets within Perth and Kinross, Renfrewshire andWest Dunbartonshire.

As with the OMSE scheme, buyers take an equitystake in the property, generally between 60% and80% of its value.

Link also provided agency services to Horizonwhich included nine New Supply Shared Equitysales within its new build development in Glasgow.

< Facing page: Craig Sanderson with CaitlinMcKenzie and her teacher, Kathryn Foley.Caitlin won a competition to name ourWauchope Square development, King’s Place. ^ Bellsdyke Phase 2.

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Providing homes

New Supply Shared Equity Developers scheme(NSSE for Developers)

The NSSE scheme for developers launched by theScottish Government fin 2011/12 not only helpsthose on a low income onto the housing ladder butalso supports Scotland’s house-building industry tosustain construction jobs.

Link was selected by 10 developers to provideadministration services throughout Glasgow,Ayrshire, the Lothians, Edinburgh and the ScottishBorders. The scheme operates on the sameprinciples as the NSSE scheme. In 2011/12, Linksuccessfully completed and processed 64 NSSE forDevelopers sales.

Mid Market RentTo meet the increased demand for affordable rentedhousing, Link has commenced a new programme ofnew homes at ‘mid marketrent levels’ which is setbetween a social andmarket rent. Thesehomes will supportLink’s principles ofmixed tenuredevelopments while alsoproviding housing optionsfor people unable to accesshome ownership because of the lack of mortgageavailability or because they cannot afford full marketrents. The first of these ‘mid market rent’ propertieswill be available to rent at Park Terrace, Brightons, byDecember this year.

< Onsite at Lanark Road West, Edinburgh.


Helping to meet housingneed for disabled people

Link and Horizon jointly commissioned researchwith the Chartered Institute of Housing (CIH)Scotland into housing need amongst wheelchairusers. The report “Mind the Step” is due to bepublished later in 2012. Horizon’s “sister” RSL,Habinteg Housing Association carried out the workwith support from Craigforth Consultancy andHorizon itself. The research aims to estimate theunmet need of wheelchair users and provide amethodology for applying this locally. It will alsomake recommendations for improving access tosuitable housing for wheelchair users.

Link and Horizon aim to increase their provision ofhomes suitable for wheelchair users. A target hastherefore been agreed that, wherever possible,10% of all new developments should be fullywheelchair accessible.

In 2011/12, Horizon acquired seven fully wheelchair-accessible properties in Craigshill, Livingston, fromAlmond Housing Association. Horizon continues towork in partnership with Almond HousingAssociation and Weslo Housing Management (theWest Lothian Development Alliance) to increase thesupply of affordable housing for rent in West Lothian– including new housing designed to meet theneeds of wheelchair users.

In September 2011, the Minister for Transport andInfrastructure Keith Brown formally opened theHorizon development at Myreside Gate, Carntyne.The Minister also visited Horizon tenants at theopening of the West Lothian Development Alliance’snew Livingston developments in January 2012.

Work has commenced on a project at CharlesCresent, Boghall, which will provide a total of 16 newhomes, two of which will be fully wheelchairaccessible. Projects in Stoneyburn and East Calderare at feasibility stage.

< Minister for Housing & Transport Keith Brown(2nd from right) at Myreside Gate opening.

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Providing homes

Access Ownership

Horizon and Link concluded a Service LevelAgreement whereby Horizon will now manage theseven Access Ownership properties owned by Link.

The Access Ownership scheme, set up by Link andOwnership Options in Scotland (now HousingOptions Scotland), helps disabled people acrossthe country secure properties on the open marketon a shared ownership basis, thereby helping manypeople who would not be able to afford to buy ahome outright.

It is also open to disabled homeowners who wish tocontinue to live in their current homes whilereducing their financial commitments. In 2011/12,Horizon thus became a 75% sharing owner of aproperty in East Kilbride.

Over the forthcoming year, Horizon will continueto develop the Access Ownership programme.A £1 million loan facility has been made available byLink for Horizon, with two purchases in Edinburghand Bathgate in the pipeline and a target for fivefurther acquisitions during this financial year.

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Building communities

In addition to providing new and improvedhomes, we are committed to ‘wider role’activities which promote mixed, safecommunities and help create places wherepeople want to live and where they can enjoyfamily life, pursue career aspirations andaccess health care and leisure activitiesreadily. We achieve this by working closely withindividual residents, tenants’ and residents’groups, the Scottish Government, localauthorities, health boards, emergencyservices, schools and other partners in a broadrange of innovative projects. We strive toensure that local communities are at the heartof the process.

Our wider role activities are based around four keythemes:

1. Employment & training

In 2011/12 Link made significant progress towardimproving the additional impacts we can achievethrough our procurement processes. We nowinclude a community benefits clause in theprocurement of substantive goods and services.This means that any supplier or contractor who winsa contract must make a provision for employmentand training opportunities. We will monitor theoutcomes over the coming year to see what impactthere has been.

In September 2011, Link was awarded 17 placesfrom the Community Jobs Scotland Fund which isjointly administered by Social Enterprise Scotlandand the Scottish Council for VoluntaryOrganisations. The funding supports 16-24 yearolds who have been unemployed for six months ormore as well as providing opportunities for relativelyolder people in areas where unemployment is high.

Link was pleased to fill ten places with the successfulapplicants joining Link on a six-month contract. Eachnew start received job-related training as well astraining tailored to help them enhance their generalemployability. Of the ten people who came to workwith Link, three are now in paid employment, two arein further education and one is volunteering.

Working in partnership with the Glasgow Centre forInclusive Living (GCIL) for a second year, Larkfieldjointly funded a Housing Trainee placement alongwith Oak Tree & Cloch Housing Associations.


Link Horticulture is the working title of a project thatwas advanced in 2011/12. Working with the Trusteesof the Scottish Mineworkers Convalescent Trust(which has a responsibility for the 28-acre BlairCastle Estate near Culross, Fife),we aim to securesubstantial funding to establish and develop a new“social firm” (a type of social enterprise, at least 50%of the staff complement having a disability). Thenew business will operate a market garden withinthe Blair Castle estate and will utilise adjacent fieldsto produce stock for sale on a commercial basis.When established, Link Horticulture will create jobs,training and horticultural therapeutic opportunitiesfor an increasing number of people.

Following the successful outcome of a competitivetendering exercise, Horizon took on the delivery ofthe Care and Repair service in North Lanarkshire inApril 2012. The service offers small repairs to olderand disabled homeowners and handypersonservices to anyone aged over 65, regardless oftenure. Horizon’s experience in managing Care andRepair West Lothian will be supplemented by the

skills and experience ofLinkLiving, as theydevelop volunteerhelpers for thehandyperson service.

As part of LinkLiving’sSmartLiving project a

number of volunteersattained Saltire awards (formerly the

Millennium Volunteer awards) – 50, 29 and 13volunteers received awards for 50, 100 and 200hours volunteering respectively.

A key objective of SmartLiving is to help youngpeople gain the skills they need to get a job throughtheir volunteering. The team was delighted that inthe past year 22 young people have moved intoemployment, 32 took up other volunteeringopportunities to develop different skills and 25started further education or other training courses.

^ Blair Castle, Culross.



2. Environment

We undertake our business activities in a mannerthat supports and delivers improvements in thequality of life for all our customers, withoutcompromising the needs or aspirations of futuregenerations.

Link is involved in a number of projects to help makeour tenants’ properties more energy efficient and totackle the issue of fuel poverty. These include:

• Upgrading 359 inefficient gas central heatingboilers to ‘A’ rated efficient condensing boilers

• Converting 113 electric storage heating systemsto gas central heating with condensing boilers

• Fitting a combined heat and power system andreplacing storage heating units with an efficientheating system in each of 22 individual propertieswithin a Sheltered Housing development

• Installing a biomass district heating system andlinking 12 five bedroom properties in the firstphase of a 37-house development.

Link and the Helix Trust joined forces to improve alocal community facility by planting 420 trees withhelp from SmartLiving volunteers and 6th yearpupils from Braes High School. The trees were theresult of a joint bid by Link and the Helix Trust to theWoodland Trust. The new trees were planted atPlanet Soccer on the Little Kerse football fields onthe outskirts of Grangemouth and included wildcherry, oak, birch, ash and horn-beam. These newtrees will not only enhance the local area but providea lasting environmental benefit for the community.

One of Link’s key aims is to support sustainablesocial enterprise. In August 2011 we awarded thecontract to provide trade waste and recyclingservices to our offices in Falkirk, Edinburgh andGlasgow to Alloa Community Enterprises (ACE) Ltd.ACE is developing its capacity to recycle even moreproducts, so Link will not only further reduce itslandfill but also save money.

3. Quality of Life

Since launching in 2005 with funding from a varietyof sources and working in partnership with localauthority and housing association partners, Link’saward-winning Older People’s Advice Services(OPAP and OPAS) have secured over £11 million inpreviously unclaimed benefit for older peopleacross Scotland.

In 2011/12 alone OPAS carried out 3300 visits toolder people in their homes and submitted 1758benefit applications on behalf of clients.

OPAS is currently funded by Scottish Government,Glasgow Housing Association and Glasgow Cityand Falkirk Councils. New and additional fundingwas secured from Shelter Scotland to extend therange of services offered by OPAS to include Moneyand Housing Options Advice. OPAS is delivered inFalkirk, North Lanarkshire and West Lothian as wellas to tenants and factored homeowners of GlasgowHousing Association

The OPAS team was proud to have been shortlistedin the “Meeting the Needs of Older People” and“Outstanding Achievement in Housing in Scotland”categories at the CIH UK Housing Awards 2011.


Link’s Core Advice Service has also transformed thelives of hundreds of Link tenants, sharing ownersand service users by helping them claim over£1.2 million in benefits in 2011/12. The team hasdealt with 926 referrals and submitted 725 benefitclaims. Link’s Money Advice Officer has alsoassisted 142 clients and helped them with debtstotalling £550,000.

Link joined the Scottish Southern Energy (SSE) freeappliance scheme in January 2012. This schemeaims to reduce or alleviate fuel poverty by providingA-Rated energy efficient white goods, such aswashing machines and cookers, to low income andvulnerable households. In the few months that Linkhad access to the scheme, we were able to secure43 appliances with a value of £15,600.

Larkfield participated in a benefits and financialadvice project called “Advice 4 All”. This project isdelivered by Financial Fitness Services in Inverclydeand is targeted at individuals who require welfarebenefit and income maximization advice. Larkfieldalso signed up to “Fuel Fix Inverclyde” a project,

delivered by SOLAS, that provides home energyadvice visits to tenants and a fuel advocacy servicefor those in fuel debt.

Larkfield’s Tenancy Support Service aims to supportvulnerable tenants and provide support and carepackages to ensure that tenants and their familieshave an improved quality of life and are able tosustain their tenancies. Now in its second year, anddelivered by the Mungo Foundation, the projecthelped a total of 81 vulnerable tenants this year.

4. Capacity building

In December 2011, Link welcomed the publicationof the Scottish Government's regeneration strategy“Achieving a Sustainable Future” and its emphasison both community-led regeneration and the role ofcommunity anchor organisations. The strategyconfirmed that our actions to help develop andsustain local capacity through supporting andnurturing Development Trusts and social enterprisesin some of Scotland’s most deprived communitieshas been the right thing to do.

^ Link and Helix tree planting.



Throughout 2011/12 weworked with the Oatlands

Development Trust and arange of partners to take

forward the ambitious StMargaret’s Church project,which would provide aninnovative combination of community facilities andcommercial space in an area bereft of sustainablesupport solutions while bringing back into use animportant (but currently derelict) building.

Building the capacity of older people to engage moreactively in their communities is a key element of theScottish Government’s strategy, Reshaping Care forOlder People, and LinkLiving was successful insecuring funding from the Change Fund in bothMidlothian and Fife to establish new projects for olderpeople. Using the experience from the RealLivingproject in Fife, which provides befriending anddevelops social networks for people with mentalhealth issues, LinkLiving uses volunteering,befriending and developing social groups to helpbuild capacity of older people within their localcommunities, helping them get more involved and toreconnect with others. The project in Midlothian waslaunched in January 2012 and in Fife in May 2012with the first few months focused on makingconnections with local groups and communicatingwith individual older people. LinkLiving looks forwardto demonstrating the positive outcomes of theprojects over the coming year.

The Digital Links Project based at the JacksonLearning Centre in Airdrie(set up in partnership withLink and North Lanarkshire Council in 2005) wasawarded a BT Community Connections Awardwhich pays for a year’s basic broadbandconnection at the centre. The project works in

partnership with North Lanarkshire Council'sCommunity Learning & Development Service andCumbernauld College. The computer suite in thecentre is used by a number of local communitygroups and classes are well attended by people ofall ages and skills.

Together with Port of Leith, Glasgow and CastleRock Edinvar Housing Associations, Link co-hosted30 visitors from Canada on a study tour of ScottishHousing. The delegates were from social housingproviders, including municipal authorities andcommunity-based non-profit corporations mainlyfrom Ontario but also from the USA and SouthAfrica. On the last day, Link hosted a demonstrationby SmartLiving volunteers of their DVD and boardgame. Some delegates said it was the highlight oftheir visit!

Link continues to be an active member of ScottishEnterprise Scotland (formerly the Scottish SocialEnterprise Coalition). We will continue with acommitment to promote and support socialenterprise as a means of encouraging thedevelopment of sustainable communities. InDecember 2011, Link Chief Executive, CraigSanderson, and Link tenant and Board Member,Gerard McCreath, both contributed to a new filmhighlighting the social and economic impacts ofsocial enterprise which was launched at theinaugural meeting of the Cross-Party Group on SocialEnterprise in the ScottishParliament.

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Working together

We continuously develop existing relationshipsand seek to initiate new partnerships in orderto help meet the varied needs of localcommunities. We build relationships with ourtenants, service users and customers, localpartners, statutory agencies and other housingproviders to create homes and delivermeaningful, sustainable projects.

PartnershipsLarkfield Housing Association joined the Link groupin 2007 and, since then, both Larkfield and itstenants have benefited as a result.

Larkfield has been able to make use of partnershiparrangement across a range of its operationsincluding IT, finance and human resources. This hasallowed both Link and Larkfield to benefit fromeconomies of scale, the sharing of resources andgood practice to develop services within theInverclyde area. Larkfield and Link have also workedtogether to improve housing stock in Port Glasgowwhich was transferred to Link in 2008. Since then,Link has invested around £1.5 million in this stock.Improvement works have included replacementkitchens and bathrooms, central heating systems,external decoration works and the installation ofdoor entry systems.

Link is currently working with developers to delivermanagement and maintenance services forNational Housing Trust (NHT) initiativedevelopments in Falkirk, Dalkeith and the Lothianareas. The NHT initiative aims to increase the supplyof affordable homes available for “intermediate” rentfor people on relatively higher incomes – and tokick-start “stalled” sites and thus create jobs.

Preventing homelessnessWe maintain our commitment to the prevention ofhomelessness and reducing the number of failedtenancies. Our Tenancy Sustainment Strategy hasset out how we work in partnership with tenants toachieve this. Through pre- and post-tenancy visits,providing information on welfare benefits and


referrals for support to LinkLiving’s support servicewe have seen a 74% reduction in evictions and inabandonments.

In Fife, LinkLiving is a partner in the Prevention Firstinitiative, which provides early intervention to avoid aperson becoming homeless. Responsive support isprovided for 30 hours each week.

Link has now been managing the City of EdinburghCouncil Private Sector Leasing (PSL) scheme forover a year.

The PSL scheme offers long-term contracts toprivate landlords whose properties are then let bythe Council to people who are homeless and inhousing need. Link administers the propertyand tenancy management functions to 1700properties and is pleased to support the Council indelivering a quality service. In addition, LinkLivinghas worked closely with colleagues in the PSL teamto provide support to young people entering theprivate rented sector.

In the past year the PSL team has:

• renewed over 1000 leases• procured 220 new properties to the scheme• completed 1200 tenancy engagement visits• managed and provided tenancy sustainment

with only eight evictions for anti social behaviourand rent arrears

Building on this success, Link carried out a series ofroad show events to over 10 additional localauthorities to promote the scheme and the servicesthat Link can provide. Advanced negotiations areongoing with West Dunbartonshire Council and wehope to secure interest from others to participate inthe PSL scheme.

Link and the City of Edinburgh Council weredelighted to be shortlisted for the “Partnership of theYear Award” at the Chartered Institute of Housing’sUK Housing Awards 2012.


Working together

Wow! THAT

can’t be ignored!

[email protected]

TOGETHER we have huge POWER!

One of a number of drawings by Graphic Facilitator, GrahamOgilvie, capturing comments at our tenants’ conference.

Working to improveour services

Earlier this year more than 2,600 of Link’s tenants,owners, sharing owners and applicants, took part inindependent satisfaction surveys conducted by IBPconsultants. The surveys provided us with invaluableinformation about our customers’ experiences of ourservices which is essential for us to ensure that weare giving our customers the service they want. Wewere pleased that the surveys reported high levels oftenant satisfaction with the overall design and layoutof homes, heating systems, settling in visit, adviceservices and their neighbourhood as a place to live.We also became aware of areas where we need toimprove, such as satisfaction with the repairs andfactoring services. We are now working inconsultation with groups of tenants and owners todevelop an action plan to ensure we respond to theissues our customers have raised.

Following extensive consultation with tenants, andtaking account of current research, Link hasdeveloped an Older Persons’ Strategy. We areaware that the predominant client group in years tocome will be older people and their expectations ofhousing and other services may be quite different tothose provided today. As we move through the 21stcentury, needs are changing and becoming morecomplex. We therefore have to be ready to deliveraccommodation of the right type and alsoappropriate support services. There is still a needfor traditional sheltered housing but increasinglythere is a requirement for diversity of tenure,befriending and support and the creation ofcommunities where the experience and contributionof older people is valued and valuable.

How a small budget goes along way…

We have been working over the past two years tocompile neighbourhood plans for incoming tenantsin each of our estates. These plans give valuableinformation on local amenities and shops as well asany planned maintenance and improvements.To help us complete a neighbourhood plan, we meetwith the local community to obtain their views andopinions. We take a note of any concerns and theseare incorporated, where possible, into our plannedand cyclical maintenance programmes.

Sometimes, the issues raised are to do withimproving estates rather than a planned/cyclicalrepair so a pilot “Enhancement Budget” wascreated.This budget empowers a Housing Officer toauthorise relatively small but important projects tobe undertaken in an estate, demonstrating to thelocal community that we listen to what they say.Using this fund, we have introduced bin stores in

41

several estates which has helped to reducevandalism and fly tipping and has improved theappearance of the common areas. We have alsoerected signs and community notice boards,improved external and internal lighting, built dryingareas and put up fencing in a number of other areas.

Involving customersWe continue to demonstrate our credentials by beingaccredited by the Tenant Participation Service (TPAS)and ensuring our Tenant Participation Strategy is anessential part of our commitment to deliveringexcellent services. We continue to producenewsletters both for our tenants and landlordsparticipating in the Edinburgh PSL scheme.

We have developed a range of interactive andinnovative ways for tenants and residents to getinvolved with Link. Our tenant participation activitiesensure that tenants can take part in and influencediscussions and decision making processes onservice delivery and service planning. Tenants aresupported and offered training to enable them toparticipate effectively.

Throughout the year Link tenants have beeninvolved in:

• Consultations on the Scottish Social HousingCharter consultations

• Consultations by the Scottish Housing Regulator • Developing a tenant scrutiny panel • Link’s self assessment programme• Future repairs service planning• Tenant satisfaction survey action planning • Consultations on Link’s new Design Guide


Working together

We have a group of dedicated tenants who form ourTenant-Led Inspection Group. The group workstirelessly to empower and encourage other tenantsto have a voice in how Link services are plannedand monitored. In 2011/12, it conducted aninspection of Link’s estate management service.The group helped design and carry out a surveywith tenants and employees, interviewingcontractors, and doing estate walkabouts to makerecommendations for improving services.

Link tenants also have the opportunity to affectLink’s governance and decision-making by beingpart of the Link Group Board or on one of oursubsidiary boards. At present there are 17 tenantsserving on one or more of Link’s boards.

Link provides support to 16 Registered Tenants’Organisations (RTOs) and 4 non-registered groups.We work with them all to ensure they have a say inwhat happens in their area.

Our tenants also have the opportunity to attendvarious conferences and events. Last year tenantsattended the TPAS annual conference and the ForthValley tenants’ conference. Some tenants, theirfamilies and friends also enjoyed the summer trip toBlair Drummond Safari Park organised by Link.

In March 2012, Link and Horizon joined forces tohold a conference for their tenants in the west ofScotland. The conference provided an excellentopportunity for tenants and staff of bothorganisations to meet and get to know each other.Tenants were able to participate in discussions andworkshops about a broad range of issues includingtenant-led inspection, anti-social behaviour, Link’sDesign Guide and Older People’s Strategy.

Larkfield held another successful open day inSeptember 2011 for tenants and residents ofLarkfield, marking the Tenant Participation AdvisoryService (TPAS) national “Tenants Voice Week”.Despite the terrible weather more than 80 tenantsand residents came along to meet employees andfind out about other local organisations who were onhand to provide information and advice on a rangeof matters.

Throughout the year, Larkfield also raised £200 forthe Larkfield Mother and Toddlers Group “Wean’sWorld” and Yorkhill Children’s Hospital. A Christmasparty and a tea dance was also organised for localresidents. Larkfield (in conjunction with Link) alsoorganised a trip to Inverclyde’s Tall Ships event fortenants and residents of Larkfield and Port Glasgow.

In conjunction with Angus, Castlehill, DunedinCanmore, Grampian and Langstane Housing


Associations and Tenants First Housing Co-operative, Link was proud to win the “Best PracticeInitiative Involving all award 2011” at the TenantParticipation Advice Service Scotland Awards inOctober 2011. The award was for the “Welcome toyour New Home” Tenancy DVD which wasproduced to help explain the respectiveresponsibilities of both tenants and landlords duringa tenancy.

Involving service usersLinkLiving continues to have an excellent trackrecord in involving its service users in all aspects ofthe way its services are delivered.

Service users are involved in the recruitment of newstaff which not only allows the service user to learnnew skills but it helps to increase their confidence.

Two service users are actively involved in LinkLiving’sBoard, enabling them to raise issues which affect notonly them but LinkLiving volunteers too.

Self assessmentDuring 2010/11, a self-assessment process wasdeveloped and implemented across Link which wasbased on the Scottish Housing Regulator’s (SHR)Performance Standards. Improvement plans wereagreed and implementation continued in 2011/12along with training for Tenant-Led Inspections andagreement to external accreditations.

The SHR’s Performance Standards have now beenreplaced by the Scottish Social Housing Charterwhich was approved by the Scottish Parliament inMarch 2012. The Charter sets the standards andoutcomes that all social landlords should aim toachieve when performing their housing activities.

We have started to consult with our tenants todiscuss how we will monitor our performance goingforward against the Charter outcomes.

^ Blair Drummond safari park trip.

Link Group Annual Review 2012

44

Board of ManagementP Foreman (Chair)

R Stirrat E BanksA Colston A Currie C Donaldson D Esslemont J HintonC MacneillJ O’NeillB Reidford R Robertson Cllr D Wilson

Chief ExecutiveC Sanderson B Com

Director of Finance andCorporate Services/SecretaryJ N Hall FCCA

Director of Human Resources H Bayne MCIPD LLM PG DipBA (Hons)

Director of Development andAsset Management C Culross BSC QS (Dist) ICIOB

AuditorsScott-Moncrieff CA

BankersBank of Scotland

SolicitorsBurness LLP

FundersRoyal Bank of Scotland plcLloyds TSB Scotland plcDunfermline Building Society

Registered OfficeLink House2c New Mart RoadEdinburgh EH14 1RLTel 08451 559 559Fax 0131 624 7801

Email [email protected] www.linkhousing.org.uk

Registered under the Industrial andProvident Societies Act 1965 withthe Financial Services Authority,registered number 1481 R(S) Registered in Scotland as a Charity,number SC001026, and an exemptcharity under the Co-operativeand Community Benefits andSocieties Act 2003. ScottishHousing Regulator registrationnumber HAL 148.


Board of ManagementA Currie (Chair)

J Myerthall (Vice Chair)

R BaxterC FancyR FarrellyL Fleming (appointed June 2011)

A Hyndman R Laley J Lennon C MacneillG McCreath (appointed June 2011)

C McGillivrayJ O’NeillM Reid A Welsh

Director of HousingM B Middleton

Registered OfficeLink House2c New Mart RoadEdinburgh EH14 1RL

Customer Service CentreWatling HouseCallendar Business ParkFalkirk FK1 1XRTel 08451 400 100Fax 01324 417184Email [email protected]

Private Sector LeasingLink House2c New Mart RoadEdinburgh EH14 1RLTel 08451 550 021Fax 0131 624 7801Email [email protected]

West Region OfficeCenturion Business Park3 Seaward PlaceGlasgow G41 1HHTel 08451 400 100Fax 0141 418 5731Email [email protected]

East Region OfficeLink House2c New Mart RoadEdinburgh EH14 1RLTel 08451 400 100Fax 0131 624 7801Email [email protected]

Email [email protected] www.linkhousing.org.uk

Registered in Scotland, CompanyRegistration number SC216300.

45

Board of Management S Cargill (Chair)

E Banks L Brown J HintonD KempM Lessel B Millar C Morrison (Appointed June 2011)

L Nicol (Resigned April 2012)

A TaylorJ Quinn (Appointed June 2011)

DirectorE Johnston

Registered OfficeLink House2c New Mart RoadEdinburgh EH14 1RLTel 0845 002 0819Fax 0131 624 7801

Email [email protected] www.linkliving.org.uk

Limited by Guarantee, CompanyRegistration number SC220855.Registered in Scotland as a Charity,number SC032418.


46

)

Board of ManagementM McBride (Chair)

(Appointed September 2011)

M Bell (Vice Chair)

M Jones (Secretary)

F Beattie (Appointed September 2011)

E Bradley(Resigned as Chair September 2011)

G Cameron J CanningP Galbraith (Appointed September 2011

K McDade Rev A. McIntyreA McMillan (Resigned May 2011)

J Scullion (Resigned September 2011)

Area ManagerL Griffin BA MCIH

AuditorsScott-Moncrieff CA

BankersBank of Scotland

SolicitorsPatten & Prentice

FundersThe Co-operative Bank

Registered Office14 Lothian Road Greenock PA16 0PG

Tel 01475 630930Fax 01475 636111

Email [email protected] www.larkfieldha.org.uk

Larkfield Housing AssociationLimited is a Charity registered inScotland number SC042066.Registered as a Friendly Societyunder the Industrial and ProvidentSocieties Act 1965, registerednumber 2509 R(S) ScottishHousing Regulator registrationnumber HCB 293.


47

Board of ManagementD A McPhail (Chair)

(re-elected as Chair October 2011)

G Harper (Vice-Chair)

(re-elected as Vice Chair October 2011)

W F Rochford M.B.E.P Croft O.B.E. W Gunn R B Hartness A Laan-Ra M Potter (resigned September 2011)

J Pritchard M C Rodgers

Managing Director/SecretaryJ Fitzpatrick MA (Hons) FCIH

Director of Housing Services(Job-Share)E Anderton / F Taylor

Director of Development &Property InvestmentM Turner

AuditorsScott Moncrieff

BankersClydesdale Bank

SolicitorsT C Young

FundersDunfermline Building Society

Registered OfficeLeving HouseFairbairn PlaceLivingston EH54 6TN

Tel 01506 424140Fax 01506 400052

Email [email protected] www.horizonhousing.org

Registered under the Industrial andProvident Societies Act 1965 withthe Financial Services Authority,registered number 1827(R)s.Registered in Scotland as a Charity,number SC011534. ScottishHousing Regulator registrationnumber 128.

Photography by: Renzo Mazzolini, Richard Campbell

Roddy Barclay, Roberto Cavieres

W przypadku, ze tutejsza informacja bedzie potrzeba w innej wersji n.p.duzy druk, kaseta audio, lub w innym jezyku, prosze sie sontaktowac znami pod numerem 08451 559 559.

Link will produce this information on request

in Braille, Audio Tape, Large Print and Community Languages

To find out more, telephone us on

08451 559 559

08451 559 559

08451 559 559

08451 559 559

08451 559 559

08451 559 559

Link House, 2c New Mart Road, Edinburgh EH14 1RLTel 08451 559 559 Fax 0131 624 7801 Email [email protected] www.linkhousing.org.uk

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link group annual review 2012

Documents