focus summer 2014

FocusSummer 2014

Queens Cross Housing Association magazine

Also inside: Investment news; Gala Day; Photo competition winners

PROUD TO BE QUEENS CROSS

2 Welcome

Main Offi ce: 45 Firhill Road, Glasgow, G20 7BE Tel: 0141 945 3003

The Courtyard, 2 Westercommon Drive, Glasgow, G20 5PG Tel: 0141 336 3444

Dundasvale Housing Offi ceFlat 1/1, 6 Dundasvale CourtGlasgow G4 0DG, Tel: 0141 589 7333

QC Factoring, Suite 12 – Firhill Business Ctr, 74 – 76 Firhill Road, Glasgow, G20 7BA Tel: 0141 561 1105 Email: [email protected]: www.qcfactoring.co.uk

Out of Hours Repairs/Emergencies Tel: 0808 143 2002

5

24 26

22

17

14

6-7

ContentsGALA DATE ANNOUNCED


ECOPOD UPDATE

As the city gears up for a summer of events, this issue of Focus shares with you some of the Association’s own happenings from May to September.

We kicked off the month of May with the launch of our new business plan, Proud to be Queens Cross. The document outlines how our three new values - respect, integrity, aspiration - will shape the Association in 2014-17 and provides a year by year account of how we’ll continue to create and sustain excellent housing and vibrant communities.

We’ve worked hard to make sure our plan focusses on what you told us matters most to you - from the quality of your homes and the safety of your neighbourhoods, to the ways in which we provide advice and how we keep in touch.

Proud to be Queens Cross was written with a strong sense of pride and identity. We’d like to thank

everyone who contributed their ideas, experiences and opinions throughout the consultation period, and helped to make the document what it is today.

Photos from the event, along with a special video we made, are available to view on our brand new Facebook and Twitter pages. We’ve joined social media as part of our Local Connections digital inclusion campaign to get connected with you in a whole new way. Make sure you visit the pages to fi nd out what it’s all about.

The Association’s development programme has also been making waves online and in the press. Our Timber Basin site received a high profi le visit from Deputy First Minister Nicola Sturgeon, who praised our commitment to affordable housing, and the widespread benefi ts of our Ecopods were discussed both on television and in Scottish Parliament.

And what better way to usher in the Glasgow summer than with the news that members of our staff and board will be making contributions to the Commonwealth Games? More on this and our very own tribute to the Games at our Gala Day in August can be found inside.

A big thank you to all those who contributed

to this issue. We hope you enjoy it.

Welcome

Shona StephenChief Executive

Chief Executive’s Message

ENVIRONMENT AWARDS 2014

16

8

Email: [email protected] Website: www.qcha.org.uk

CUSTOMER FIRST YOUR THOUGHTS

24PHOTO COMPETITION WINNERS

16TIMBER BASIN DEVELOPMENT

22TENANT PARTICIPATION

GREEN SPACE

20-21NEWS FROM THE NEIGHBOURHOODS

3News

We’re always looking to develop the ways we keep in touch with you. And with the help of our Getting to Know You survey data, we now understand the diversity of our communities, and the importance of providing

information without barriers for all our tenants.

So we’ve set up Twitter and Facebook to give you instant, online updates on all the latest Queens Cross services, advice, news, events, competitions and more.

Like and follow us on Facebook and Twitter!

You can fi nd us on Facebook at www.facebook.com/QueensCrossHousingand on Twitter at www.twitter.com/QueensCrossHA

Our websitegoes responsive

Mobile and tablet use is on the rise, and we want to make sure we adapt to your needs, so we’ve now launched our new responsive website.

This means our website now adapts to the size of

screen you’re viewing it on, making it easy to read and navigate no matter what device you’re using – whether it’s a laptop, PC, tablet or mobile phone.

Make sure and check out how it works at

www.qcha.org.uk

Glasgow City Council is proposing new no waiting/no loading parking restrictions on Firhill Road and many of the surrounding streets. If successful, the restrictions will affect anyone visiting our Firhill Road offi ce, as well as Queens Cross Factoring and Maryhill Credit Union, and will make it diffi cult for residents in Firhill Road and Murano Street to park near their properties.

The good news is, the proposals are still at consultation stage and we will be sending an objection to Glasgow City Council on behalf of the whole Association.

Anyone who wishes to send a personal response to the proposed Order should feel free to do so.

We’ve drafted a template objection letter - if you’d like one, call us on 0141 945 3003 or

email [email protected]

PARKINGRESTRICTIONS

Send details of the grounds for objection by Friday 27 June 2014 by email to: [email protected] or in

writing to: Land and Environmental Services, 231 George Street, Glasgow, G1 1RX

Full details of the proposals including a map of the plans, and a statement of reason can be found on our

website at www.qcha.org.uk

4 Equality & Diversity

In April we hosted an Energy Best Deal and Budgeting Workshop in partnership with Positive Action in Housing (PAIH) at Windsor St Community Hall.

PAIH Caseworker Charles Gichago led the session, offering advice on fuel costs and budgeting with a Mandarin interpreter on hand to translate information for our Mandarin speaking tenants who attended.

The session was very helpful and tenants who attended provided important feedback on some of the issues which may contribute to their fuel costs. The workshop also represented another opportunity for the Association to work together with partners in addressing fuel poverty issues and ensuring that there are no barriers in engaging with all of our diverse communities.

Here is the list of local councillors. The Queens Cross area covers three Glasgow City Council wards – Anderston/City, Hillhead and Canal.

WARD 10 – ANDERSTON/CITY

Bailie Nina BakerScottish Green [email protected]

Bailie Philip BraatScottish Labour [email protected]

Bailie Martin John DochertyScottish National Party (SNP)[email protected]

Councillor Gordon MathesonScottish Labour [email protected]

WARD 11 – HILLHEAD

Councillor Ken AndrewScottish National Party (SNP)[email protected]

Councillor Martin McElroyScottish Labour [email protected]

Councillor Pauline Ann McKeeverScottish Labour Partypaulineann.mckeever@councillors. glasgow.gov.uk

Councillor Martha WardropScottish Green [email protected]

WARD 16 – CANAL

Councillor Chris KellyScottish Labour [email protected]

Councillor Billy McAllisterScottish National Party (SNP)[email protected]

Councillor Helen Stephen Scottish Labour [email protected]

Councillor Kieran WildScottish Green [email protected]

Your local councillors

Councillors can be contacted at Glasgow City Council.

Address: Glasgow City Council City Chambers George Square Glasgow G2 1DU

Tel No: 0141-287-2000

Website: www.glasgow.gov.uk

The Commonwealth Games are set for a community welcome at Queens Cross, with the fantastic news that the Association’s own ICT Technician Craig Clarke has been

chosen to carry the Commonwealth Baton.

A keen runner, Craig has been given the prestigious honour after being nominated by his fellow North West Running Network teammates. His part in the relay will take place sometime between 20-22 July, somewhere in Glasgow, with the exact route to be announced 4 weeks in advance.

An ecstatic Craig said: “It’s an absolute honour to be chosen.

“I want to thank my team mates for nominating me. I can’t wait.”

By the time it reaches Craig and the rest of the Glasgow Batonbearers, the baton will have travelled over 4,000 kilometres through 400 communities across the world.

Well done to Peter O’Brien, Head of Technical Services, Michelle Carrigan, Housing Assistant, and Board Member

Sadie Gordon, who have all been selected as Commonwealth volunteers, and to Patricia Urquhart, Community Development Officer, who will be singing with the Commonwealth Choir on the 23 June.

Chief Executive Shona Stephen said: “We’re extremely proud to have Craig, Michelle, Peter, Patricia and Sadie representing the Association and the communities we serve at the Games.

“It’s a fantastic achievement and we can’t wait to see them in action.”

Queen’s Baton comes to Queens Cross

PAIH Energy Best Deal

Caseworker Charles Gichago with tenantswww.paih.org

ICT Technician Craig Clarke gearing up to do Queens Cross proud

5News

This year our community gala day will be held in celebration of the international Commonwealth Games.

Thanks to some additional funding from the Big Lottery, we’ll have lots of new fun sports activities for all ages as well as funfair rides, food stalls, games, face painting and stage entertainers.

So put the date in your diary and come along!

Garscube Community Foundation 10th anniversary

This year we also celebrate the 10th Anniversary of the Garscube Community Foundation.

The Foundation has supported a whole host of Queens Cross projects and people over the years, improving lives and changing our communities for the better.

We’re delighted to announce that Big Lottery fund

has approved a grant of around £208,000 towards the upgrade of the hall at The Courtyard.

Working with the Westercommon & Hamiltonhill CIG, the Association developed proposals and sought the funding to address some of the shortcomings of the main hall at The Courtyard.

Anderson Bell Christie Architects were appointed and within a very tight timescale prepared proposals to change the heating, lighting, acoustics and finishes to transform the atmosphere of the space. Proposals also aim to improve the facilities for existing users and attract other activities and user groups.

Liz Campbell, Chair of Westercommon/Hamiltonhill CIG said: “This is fantastic news. The changes will help us transform the hall into a real community space.”

Work is due to start January/February 2015 and to be complete in Spring 2015.

Courtyard hall receives Big Lottery funding

Come and join us at Mackintosh Queen’s Cross

for a FREE event

2014 Commonwealth Games Celebration

26th July 2014, 12-5pm

Mackintosh Queen’s Cross

870 Garscube Road, G20 7EL

Live music, teas and try our

fun print workshop.

CELEBRATION GALA DATE ANNOUNCED!Saturday 30 August 201412 noon to 4pm, Firhill Sports Complex

Let’s celebrate!

Anderson Bell Christie Architects’ winning proposal for the space

6

Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News • Investment Programme News


Inve

stm

en

t P

rog

ram

me

New

s •

Inve

stm

en

t P

rog

ram

me

New

s •

Inve

stm

en

t P

rog

ram

me

New

s •

Inve

stm

en

t P

rog

ram

me

New

s •

Inve

stm

en

t P

rog

ram

me

New

s

Investment News

Woodside EcoPod System Installation Update

Local schoolchildren, residents and housing association staff gathered to see an ‘Ecopod’ lifted by crane on to the roof of a block of fl ats in Woodside, on the 12 March.

The fi rst of its kind to be installed in Scotland, the Ecopod green energy system will see more than 500 Woodside households benefi t from warmer homes and up to 40% reduction in their heating and hot water bills.

The Ecopod is one of seven being installed by Queens Cross Housing Association (QCHA) on deck access properties in the north-west Glasgow neighbourhood, an area classifi ed among the 15% most deprived in Scotland (Scottish Index of Multiple Deprivation 2012).

Queens Cross Chief Executive Shona Stephen is delighted that the innovative project will benefi t the community, and confi dent that it will make a difference to the lives of tenants. She said: “Raising the energy effi ciency of homes is the most

sustainable way to tackle fuel poverty. Indications from comparison sites

with Ecopod indicate that our tenants will see signifi cant

savings on their fuel bills.

“We’re proud to

be at the forefront of using innovative technology to reduce carbon emissions and energy usage and delighted to be working so collaboratively with Carillion and British Gas to deliver real benefi ts to tenants.”

The Ecopods will be complimented by gas absorption heat pumps which produce additional heat into the system to help reduce running costs overall. A bespoke Building Management System (BMS) also monitors the system centrally and continually to ensure optimum performance for householders.

Matt Baller, from Carillion, said: “We are delighted to be working in partnership with Queens Cross Housing Association on this pioneering project. It is the fi rst ECO-funded programme of its type in the UK and will make a truly positive impact in reducing fuel poverty.”

The project is being partly fi nanced through the Energy Company Obligation (ECO) programme – with £4.8 million coming from Queens Cross funding partner British Gas. As one of the UK’s largest energy suppliers British Gas is a key contributor to ECO, with the funding designed to make signifi cant energy improvements.

The Scottish Government via Glasgow City Council is also contributing £1 million to the project through its Home Energy Effi ciency Programme for Scotland: Area Based Schemes (HEEPS:ABS). This has allowed a signifi cant number of owner occupiers to benefi t from the system.

The new system will also result in the Association meeting its 2020 carbon reduction targets early and exceeding the Scottish Housing Quality Standard for energy effi ciency.

INVESTMENT PROGRAMME NEWSGreen energy lift off helping to tackle fuel poverty

Two pupils from St. Joseph’s Primary School help us with the Ecopod lift off

7



Inve

stme

nt P

rog

ram

me

New

s • Inve

stme

nt P

rog

ram

me

New

s • Inve

stme

nt P

rog

ram

me

New

s • Inve

stme

nt P

rog

ram

me

New

s • Inve

stme

nt P

rog

ram

me

New

s

Investment News

Scottish Television (STV) were in Braid Square in May to fi lm the fi fth of seven Ecopod lift offs for the launch of STV Glasgow, its newest channel.

Journalist, Alison McCallum spent a couple of hours in the area interviewing Queens Cross tenant, Carla Giuliani, and Association Chief Executive, Shona Stephen.

Carla is delighted with her new heating that she says has already transformed her home.

STV Glasgow began broadcasting at 6.30pm on Monday, June 2, to the west of Scotland on Freeview channel 23, Sky channel 117 and Virgin channel 159. The new channel will also be available to watch live online via the STV Player www.player.stv.tv

INVESTMENT PROGRAMME NEWS

WHAT ONE THING DID WE DO WELL?“All the

tradesmen were courteous and non-obtrusive”

“Everything”

“Th e whole install was excellent”

“Better heating in the fl ats”

“Fast and effi cient”

“The fi nishes were excellent”

94%SATISFACTIONWith our Ecopod installation programme

now well under way, many of our tenants are

already feeling the benefi ts. A quick survey of

those who have a working Ecopod installed

told us that 94% were either mostly satisfi ed or totally satisfi ed with both the fi nished product and the service

provided by the contractor.

film Ecopod lift

STV journalist, Alison McCallum (right), is seen here fi lming tenant, Carla Giuliani, and Association Chief Executive, Shona Stephen, for new channel STV Glasgow.

Andy from Carillion

was on hand to

answer any questions

8 News8 News

Skills for WorkAre you between 16-25 years old and living in the Queens Cross area?

Are you unemployed and want to move into training or work?

To find out more contact Patricia Urquhart, Queens Cross Housing Association. Email: [email protected] Tel: 0141 945 3003

This short 12 week course has flexible start dates. Support with travel and childcare may also be available.

in partnership with

Summer Youth Clubs are GO!

We’ll run workshops in arts and science and have trips and a special project provided by the Mackintosh

Church.

Clubs will be running in the evenings as usual with exception of the Friday seniors at Windsor

Community Hall.

Mon 30 June to 7 AugustFor children 5-12 years

Community Room, 472 Maryhill Road G20 7BX

Windsor Community Hall, 1 Windsor Street G20 7NA

The Courtyard, 2 Westercommon Road G22 5PG

Monday and Wednesday afternoon 2-4pm

Monday Morning 10-12 and Thursday afternoon 2-4pm

Wednesday and Thurs morning

10am-12noon

With this year’s weather still to improve and hopefully sunshine on its way we should see Queens Cross trees blossoming and plants blooming. Naturally, our own thoughts now turn to our Community Environment Awards.

The annual Environment Awards encourage you to get involved in making your area look even more attractive.

You don’t need much. A small plot or garden, basket, window box or wall hanger and a wee bit of thought and care and you can improve the look of your house, fl at or common area as well as the neighbourhood in general.

As well as the green part of the awards we love to see how you can

transform your close, landing or back court area, making it a nicer place to live.

The categories in the awards are:

• Best Garden

• Best Planter and Window Box

• Best Back Court.

We’ll present awards in Autumn when a prize giving event will take place.

The awards are not about winners and losers, but about anyone who can help improve the look of their area, their homes and their local environment and make everyone feel better about where they live.

Martin HarveyNeighbourhood Housing Manager

‘Proud to be Green’Environment Awards 2014

Summer Youth Clubs are GO!

We’ll run workshops in arts and science and have trips and a special project provided by the Mackintosh

Church.

Clubs will be running in the evenings as usual with exception of the Friday seniors at Windsor

Community Hall.

Mon 30 June to 7 AugustFor children 5-12 years

Community Room, 472 Maryhill Road G20 7BX

Windsor Community Hall, 1 Windsor Street G20 7NA

The Courtyard, 2 Westercommon Road G22 5PG

Monday and Wednesday afternoon 2-4pm

Monday Morning 10-12 and Thursday afternoon 2-4pm

Wednesday and Thurs morning

10am-12noon

With this year’s weather still to improve and hopefully sunshine on its way we should see Queens Cross trees blossoming and plants blooming. Naturally, our own thoughts now turn to our Community Environment Awards.

The annual Environment Awards encourage you to get involved in making your area look even more attractive.

You don’t need much. A small plot or garden, basket, window box or wall hanger and a wee bit of thought and care and you can improve the look of your house, fl at or common area as well as the neighbourhood in general.

As well as the green part of the awards we love to see how you can

transform your close, landing or back court area, making it a nicer place to live.

The categories in the awards are:

• Best Garden

• Best Planter and Window Box

• Best Back Court.

We’ll present awards in Autumn when a prize giving event will take place.

The awards are not about winners and losers, but about anyone who can help improve the look of their area, their homes and their local environment and make everyone feel better about where they live.

Martin HarveyNeighbourhood Housing Manager

‘Proud to be Green’Environment Awards 2014

9

The life of a Cinema

Projectionist - William Walker

William Walker, sheltered tenant, was born in Montrose on 26th March 1932. At the age of 15, William was given a job as an Apprentice Projectionist in The Regal Cinema on Sauchiehall Street. Here, he tells his story.

During my apprenticeship I was to meet many big Hollywood stars including Cary Grant, Greer Garson and Ingrid Bergman. The Regal Cinema showed all of their fi lms, although some of these were stinkers!

An unexpected encounterin The Regal

We also hosted a lot of premieres at The Regal, and on one occasion I had a surprise meeting with a celebrity. Usually only the chief from the projection team and

all the bigwigs were invited to meet the stars, but on that day I remember looking through the door just as it opened, to see David Niven standing right there.

As he looked at me I thought ‘Oh no I’m going to get into bother!’, but he was so nice. He asked me who I was and I told

him that I was one of the team from the projection room showing his fi lm, so he invited me in. He gave me a plate with two sandwiches and a glass of whisky, and I went back to the projection room very pleased with myself at having met David Niven.

New opportunityAs the years went by they began to close down some of the cinemas. Fortunately, I was offered the job as chief projectionist in The Salon on Vinicombe St just off Byres Road, and in 1971 I was made manager.

Around this time there was an article about The Salon in a magazine for students moving to Glasgow, declaring The Salon one of the best cinemas in Glasgow. We were the fi rst cinema to offer free tea and coffee to those sitting in circle seats.

The regularsWhen we showed the premiere for ‘Cry Freedom’, the director Richard Attenbough attended. He also attended the premiere for ‘Gandhi’, where he presented me with a signed copy of his book ‘In Search of Gandhi’.

Arthur Montford the STV Sports presenter also visited The Salon to watch the fi lm ‘Cabaret’ fi ve times.

Letters from the greats for award-winning workOliver Hardy and Stan Laurel both sent letters to thank me for all the work done in the cinemas. They wrote that they owed their careers to the cinema industry and recognised the invaluable nature of the work I had done over the years.

Over the years, I was awarded Best Cinema and Best Manager and presented with a shield and a cup. I have been told these are on display at the People’s Palace, although I’m not sure if this is the case. If anyone has seen them there I would love to know.

I have retired now and The Salon is still there as it is a ‘Listed A’ building, but it’s now a bar and restaurant. It opened in October 1913 and closed as a cinema in October 1992.

William’s favourite fi lm: Casablanca William’s least favourite fi lm: Bonnie Prince Charlie (it was a stinker!)

10 Welfare Reform

Bedroom Tax still aliveSO WHAT HAS CHANGED? The Scottish Parliament voted to allocate extra money to local authorities to help social housing tenants cope with the Bedroom Tax.

The UK Government has given the Scottish Government new powers to allow them to spend the money on this. The extra money has been allocated to the Discretionary Housing Payments (DHP) scheme.

Where to get informationFor further information and advice about Bedroom Tax appeals, contact the Association offi ce on 0141 945 3003 and ask for the Welfare Rights Team.

For further information about the Bedroom Tax or DHP, contact your area housing team, or the Financial Inclusion Team on 0141 945 3003.

BUT MORE HELP IS AVAILABLE

Already appealed about the Bedroom Tax?Our Welfare Rights Team can help with the ongoing appeal process, and can represent you at a tribunal if there is a reasonable case to argue.

What if I’ve been awarded a DHP to cover the Bedroom Tax – does that mean I’ve won my appeal?No – the DHP and the appeal process are completely separate. While a DHP might cover the Bedroom Tax amount, it is not an entitlement. The DHP is awarded for a limited period (usually 6 months). If you want the DHP award to continue, then you have

to re-apply when it runs out. There is no guarantee that the same DHP will be awarded when you re-apply. So it may be worth continuing with an appeal no matter what has happened with your DHP application.

You may have heard in the media that the Bedroom Tax has been abolished in Scotland, or is ‘as good as abolished’.

IN FACT, THE BEDROOM TAX HAS NOT BEEN ABOLISHED – IT IS STILL HAPPENING. If you’re affected by the Bedroom Tax your housing benefi t will continue to be reduced. But extra help has been made available.

The UK Government has given the Scottish Government new powers to allow them to spend the money on this. The extra money has been allocated to the Discretionary Housing Payments (DHP) scheme.

BEEN ABOLISHED – IT IS STILL HAPPENING. If you’re affected by the Bedroom Tax your housing benefi t will continue to be reduced. But extra help has been made available.

How does DHP help with the Bedroom Tax?

For anyone affected by the Bedroom Tax, the

shortfall in housing benefi t (or some of it) may be

made up by a DHP.

Due to the extra money recently allocated to the

DHP scheme, much more people are now likely to be

awarded a DHP than before.

DHP is not paid automatically – it has to be applied

for. Not everyone who applies gets an award. Each

case is considered on its own merits. Recent fi gures

show that around 70% of DHP applications are

successful.

HOW DO YOU APPLY FOR A DHP?DHP forms are available from your local Council Tax and Housing Benefi t Offi ce, 1 Gairbraid Avenue, Maryhill G20 8YA (open Monday – Friday, 9am to 4.30pm).

Or you can get a DHP form from Queens Cross Housing Association. Your area housing team can help you to fi ll in the form.

The DHP form is also available to download from the Glasgow City Council website www.glasgow.gov.uk

Or you can write, asking to apply for a DHP, to: Glasgow City Council, PO Box 36, Glasgow G1 1JE

WHAT ELSE CAN BE DONE ABOUT THE BEDROOM TAX?The decision to apply the Bedroom Tax is a housing benefi t decision. It is sent to you in a letter telling you that an “under occupancy reduction” applies to your housing benefi t. As with any housing benefi t decision, there is a right to appeal to an independent tribunal. In some cases it can be argued that the reduction should not be applied at all. Some of these cases have been successful at Tribunal.

NOT YET APPEALED AGAINST THE BEDROOM TAX?An appeal has to be in writing, and has to reach the Housing Benefi t offi ce within one month of the date on the housing benefi t decision letter. If your appeal arrives later, you have to give reasons why your appeal was late, and a decision will be taken on whether to extend the

time limit. The time limit cannot be extended to any date later than 13 months after the date of the decision.

If your Bedroom Tax decision was issued less than 13 months ago, our Welfare Rights Team may still be able to help you to appeal.

• Having problems with Benefi ts?

• Need a little help with your money?

• Unsure of your Welfare Benefi t Rights?

• Housing problems getting you down?

We provide a range of services, including:

� Benefi t check calculations

� Help with applying for Benefi ts and completion of forms

� Step by Step advice and guidance on your benefi t options

� Help to appeal a Benefi t Decision/Sanctions

� Representation at a Benefi t Tribunal

� Help to get backdated Benefi t

� Budgeting and fi nancial help

� How to sort out your debts and deal with creditors

� Help with Pay Day Loan problems

� How to deal with bankruptcy

� Help fi nding a bank account

Money Advice Works at Queens Cross Housing Association, 45 Firhill Road, G20 7BE

Telephone: 0141 945 3003

11Welfare Reform

Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE

t: 0141 945 3003 e: [email protected] w: www.qcha.org.uk

Our welfare rights team provide free, confi dential advice to Queens Cross Housing tenants.

Want to know more about welfare benefi ts?

We’re here to help. Want to know more about welfare benefits?

We’re here to help.

Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE




We’re here to help. Queens Cross Housing Association, 45 Firhill Road, Glasgow G20 7BE




We’re here to help.

SanctionsDue to Welfare Reform there have been new sanction regimes and changes for claimants of JSA and ESA since the end of 2012. Recently, these Sanctions are being applied more and more and affecting the most vulnerable. Sanctions can have a damaging effect on

households already struggling with financial difficulties, as well as disability and ill health.

We’re here to help if your benefit is sanctioned. Many claimants accept sanctions without questioning if they are unreasonable, unfair or harsh.

Over half of the claimants who dispute these sanctions are successful in their appeal. We’re worried that not enough claimants are challenging decisions, and if you’re threatened with a sanction get in touch with the Financial Inclusion Team so we can help.

If you have been sanctioned you may be able to get a hardship payments of JSA or ESA. Payments are not normally made for the first two weeks unless you can show that you are ‘vulnerable’ due to illness/disability or having children etc.

Hardship payments must be applied for, and you need to show you would experience hardship if no payments were made, taking into account any other resources available to you. Hardship payments can continue until the end of the sanction period, and are paid at a reduced rate (60% of your personal allowance, or 80% if you are on JSA and pregnant or seriously ill).

If you are not eligible for Hardship payment for the first two weeks you can apply to Glasgow City Council’s Scottish Welfare Fund for a Crisis Grant.

Another source of help is the Social Work Department. Here there is a very limited amount of cash or ‘in kind’ assistance available especially if you are known to Social Work and have a named Social Worker.

There are local Food Banks in operation. For some of these you need a referral and for others you can self-refer. The Association has a list of current food banks in Glasgow, call us on 0141 945 3003 to find out more.

You can also check whether you can claim another benefit. The sanction only applies to the benefit that you claimed, so if you have been sanctioned while on JSA, you might entitled to another benefit instead. For example, if you are pregnant and it is 11 weeks before your baby is due, you can usually claim income support.

WHAT HELP IS AVAILABLE IF I AM SANCTIONED?

How is the amount and length of a sanction decided?How much you’re sanctioned and how long it lasts depends on:

• your age

• whether you are single or a couple

• which benefit it is

• how serious your non-compliance is

• whether it is the first time sanction or a repeat.

Jobseeker’s Allowance

Your Jobseeker’s Allowance may be sanctioned if:

• you are not available for work

• you are not actively seeking work

• if you refuse a suitable job offer.

If you’re told you might be sanctioned, you might be able to stop it if you can show ‘good reason’ for your actions. Even if a sanction has already happened it is always possible to dispute sanctions, and you should always do this. The Financial Inclusion Team can help.

A jobseeker’s agreement has to be agreed and signed by you and your Jobcentre Plus adviser. If you are claiming JSA while awaiting

the outcome of a mandatory reconsideration for ESA then you should speak to a disability adviser at Jobcentre Plus to have your Claimant Commitment changed to take account of your sickness/disabilities.

Employment and Support Allowance

Sanctions can be imposed for:

• failing to attend or take part in a work-focused interview

• failing to take part in compulsory work-related activity.

Only claimants in the work-related activity group (WRAG) can be sanctioned if they don’t stick to certain conditions without ‘good cause’. Sanctions do not apply to claimants in the Support Group of ESA.

WHEN MIGHT YOU BE SANCTIONED?

If you are worried about sanctions, have been sanctioned, would like more information or are struggling with any other aspect of welfare or money and debt don’t suffer in silence.

Contact the Financial Inclusion Team on 0141 945 3003 to make an appointment. We’re here to help.

USEFUL PHONE NUMBERSJob Centre Plus

Income Support, JSA, ESA

New claims only:

Telephone: 0800 055 6688

Text phone: 0800 023 4888

Monday to Friday - 8am to 6pm

Ongoing Claims: 0345 608 8545

Glasgow City Council

Community Care Grants and Crisis Loans: 0141 276 1177 Monday to Friday 9am to 5pm, or you can online https://lwa.financialassessments.co.uk/OnlineApplication/Introduction.aspx

Social Work Department

Social Work Standby: 0800 811 505

Maryhill Social Work

Office: 0141 276 6200

Hamish Allan Centre: 0141 287 1800

12 Welfare Reform

In order to keep offering you the highest quality services possible, we know that we have to not only carry out excellent works on our properties (undertaken by the Technical Services Department), but also to look ahead and make sure that they are well maintained in the coming years, for future tenants and generations to come.

To do this we need to carefully consider:

• the cost of renewing our existing building parts

• new building regulations

• legal and health and safety requirements

• how your needs and expectations as residents are changing.

On 6 June we held an event to show our appreciation for the dedication and commitment of our local volunteers.

From daily lunch clubs for elderly tenants to computing groups, sewing classes, youth groups, music groups and parent and toddler groups, our volunteers are invaluable in helping us provide services.

We held an afternoon tea event with entertainment, presenting each

volunteer with a certificate of thanks.

A number of local groups helped us out on the day. The local group who provide food for our lunch clubs did the catering and a local community organisation provided the entertainment. We also held a free raffle.

Community volunteers provide services that benefit so many in our communities, and the day was a chance to say thank you and recognise all the hard work they do.

Cheers to our volunteers!Tam Talk

Help TAM! Team Asset Management needs you!

Want to have your say in how we maintain and improve your home and area?

Interested in joining? Contact Alison Harris on 0141 589 7409

or email [email protected]

You can help us do this.Team Asset Management is looking to set up a Consultation Working Group to talk about what should be included in a new Queens Cross Housing Standard. This will include looking at standards for kitchens, bathrooms and heating. A maximum of four meetings is anticipated lasting no more than 3 hours each.

Appealing a benefits decisionWHAT YOU NEED TO KNOWThe appeals process for benefits decisions has changed and the Financial Inclusion Team at Queens Cross are here to help you.

MANDATORY RECONSIDERATION – WHAT IS IT?If you don’t agree with a decision made about Employment and Support Allowance (ESA), Jobseeker’s Allowance (JSA) or Disability Living Allowance (DLA), and the Department of Work and Pensions (DWP) made the decision on or after 28th October 2013, you’ll go through a process called ‘mandatory reconsideration’ before you can appeal to a tribunal.

You’ll also need to go through mandatory reconsideration for decisions about Personal Independence Payment (PIP).

WHAT HAPPENS NEXT?Once you receive the DWP’s initial decision, you have one month to tell them you don’t agree and ask for a mandatory reconsideration. If you feel you need

assistance at this point, contact our Financial Inclusion Team immediately. Once the mandatory reconsideration has been submitted, a person from the DWP who has not looked at your claim will review the decision and call you to talk you through it.

You can explain why you don’t agree, and give more information and evidence, which can also be supplied by any professional who cares for you.

DURING THE PROCESSIf you have claimed for ESA, and the DWP found you ‘fit for work’, you will not receive any payments of ESA while going through mandatory reconsideration. The process could last several weeks if you need to send in more evidence, and there is no limit to how long it could last.

During this period you may choose to claim Jobseeker’s Allowance until such time as the mandatory reconsideration decision is received, and you can formally lodge an appeal direct to the tribunal. Our Financial Inclusion Team can help you with this. You

have one month to lodge an appeal from the date of the reconsideration decision.

CLAIMING JSAYou will have to sign a Claimant Commitment to claim JSA which can be tailored towards your health problems. Failure to meet the Claimant Commitment will result in sanctions to your benefit.

You should continue to obtain medical certificates from your doctor during the period of reconsideration. Once the appeal is lodged, you will receive ESA at the assessment rate until the tribunal is heard.

CONTACTING USContact the Financial Inclusion Team on 0141 945 3003 for more information and assistance with all these matters.

Mandatory reconsiderations for ESA are currently taking about seven weeks.

Thank you to our volunteers, who are invaluable to the Association

13Staff News

NEW STARTS LEAVERS CHANGES

Assistant Housing Support Worker:

Alan Harvey; Tracey Pettifer; Kimberly Stewart

Housing Support Worker: Jan Markwick

Technical Services Officer:

Matthew Stewart; Craig Reid

Older People’s Activity Worker:

Hugh McLellan

ICT Assistant: Thomas Downs

Housing Support Worker:

Maureen Scott; Kirstyn Fleming

Relief Housing Support Worker:

Dougie Buchanan

Youth Worker: Kenny Ritchie

Finance Assistant: Nicola Provan

Housing Support Worker: Ann Marie Smith

Property Assistant: Michelle Russell

Handyperson: Liam Gray

Housing Support Supervisor: Yvonne Langan

Housing Support Worker: Sherre Broadfoot

Assistant Housing Support Worker: Dougie Carroll

Admin Assistant: Lee-Anne Johnstone

Project Implementation Systems Specialist: Gemma Henning; Dominic Theanne

Finance Administrator: Frances Duncan

Clerk of Works: Mike Smith

Housing Assistant: Marnie McChristie

It was a Brucey Bonus for Queens Cross East as they held another successful Focus Day on Friday 25th April at Dundasvale Residents Hall. The event gave tenants and partners the opportunity to find out more about the service and the type of support Queens Cross East deliver.

Over 60 people came along including service users, board and Community Involvement Group members, colleagues, representatives from psychiatric and advocacy services and local MSP Drew Smith. Drew later “tweeted” that he found the service “inspiring”, which was fantastic feedback.

Steven Love from Glasgow City Council Mental Health Commissioning Team was also there to bring everyone up to date with the Self Directed Support and Personalisation funding

process which is being implemented now within the Queens Cross East Service.

There was also some fun on offer - who could forget Bruce Forsyth and his glamorous dolly dealer?

Feedback from service users told us that they felt it had been the best Focus Day yet!

A big thanks to all who attended and we look forward to seeing you again soon.

The Queens Cross East staff team have finalised their re-structure within the last few weeks.

We have some brand new colleagues on the team as well as some changes within the existing team.

We now have two new job roles at the Queens Cross East Service, a Housing Support Supervisor and Housing Support Assistants. Here is an updated list of all of the housing support staff team:

• Yvonne Langan has been appointed Housing Support Supervisor.

• Sherre Broadfoot will have additional responsibilities but her title remains the same – Housing Support Worker

• Dougie Carroll has the new title of Housing Support Assistant.

Our new staff members are:

• Alan Harvey, Full Time Housing Support Assistant

• Kimberley Fraser, Part Time Housing Support Assistant

• Tracy Pettifer, Part Time Housing Support Assistant.

Congratulations to all of the staff team on their new positions.

Staff Changes at Queens Cross East Housing Support Project

Focus Day

CONDOLENCESThe Association has been deeply saddened by the passing of two of our colleagues in recent months.

John Bagley, Sessional Estate Caretaker and resident of Dundasvale Court passed away on 25 May 2014, after a short illness.

John began working at Westercommon as a Sessional Caretaker in 2006, and will be greatly missed by his colleagues and friends at the Association, as well as his fellow tenants at Dundasvale, who described him as a ‘kind and hardworking gentleman’.

John is survived by his two daughters Kathleen and Elizabeth and his grandchildren.

Dennis Watson, Estate Caretaker, passed away suddenly on 1 April 2014.

Dennis started with the Association as a Caretaker at Westercommon in

November 2002, and was a valued colleague and friend. He was a member of the Social Fund and often enjoyed social events when he was off shift.

Dennis will be missed by his colleagues and friends at Westercommon and throughout the Association.

Dennis is survived by his loving children, David and Karen, his mum Ellen, sister Linda and brother in law Thomas.

JOHN BAGLEYDENNIS WATSON

Our Queens Cross East team

Richard Allwood, Head of Housing Support, as Brucey with Gillian Harkins, Housing Support Manager, as his dolly dealer

14 Proud to be Queens CrossProud to be Queens Cross

OUR PLANS FOR THE NEXT 3 YEARS 2014 — 2017


Following a year long, in-depth consultation with tenants, staff and partners, the Association has produced a document offering a bright vision for the future of our communities.

‘Proud to be Queens Cross’ outlines how three new values of ‘respect, integrity and aspiration’ will shape the Association in the years 2014-17, and details how we’ll continue to build on existing commitment to housing services and wider role activity.

To commemorate the launch of the document, we held a celebratory event at The National Piping Centre in Glasgow on the 1st of May, which provided over 100 staff, tenants and partners with the opportunity to share some of their own personal pride in the Association.

There was live music, presentations and the premiere of our special

‘Proud to be Queens Cross’ video.

Mary McGlinchey, who attended the event, is just one tenant to have benefi ted from the Association’s dedication to the opportunities it has pledged to develop in 2014-17. Mary said: “I was recently made redundant after almost 25 years. With no knowledge of computers, I felt lost in the modern world of jobseeking.

“I became a regular attendee at Queens Cross’ Job Club and IT classes, where I was given space to develop my confi dence and skills. I’ve just been offered a job. I’m over the moon and can’t thank Queens Cross enough for the difference its classes have made.”

Board Chair Margaret Glass is confi dent that the plan provides a structured vision for the future which represents the needs and wishes of

the diverse community that we serve. She said: “The document was written with the strong sense of pride and identity we feel every day in Queens Cross fi rmly in mind, and we’re extremely proud to have our people driving the future of the Association.”

Pick up or request a copy now!You can read Proud to Be Queens Cross, our plans for the next three years 2014-17 and view the video on our website at www.qcha.org.uk.

You can also visit our Facebook or Twitter pages, pick up a copy at your local Queens Cross offi ce or call us to request a copy on 0141 945 3003.

Our strategic objectivesWhat we’ll do

Work with local communities to create neighbourhoods people want to live in.

Deliver excellent services across the organisation.

How we’ll do itEmpower our people to lead the changes we need to make.

Deliver excellent value for money.

Be ready for opportunities.

PROUD TO BE QUEENS CROSSWe stand proud with launch of our new business plan for 2014-17

Our visionExcellent housing, vibrant communities.

Our valuesRespect

Integrity

Aspiration

Our Windsor Music Group provided the harmonies at our launch event

15Proud to be Queens Cross Awards 2014

PROUD TO BE QUEENS CROSS AWARDS 2014Our Chair, Margaret Glass, introduces the very first Proud to be Queens Cross Awards.

I’m very proud of the people and communities of Queens Cross.

I know we have many unsung heroes living here who quietly go about their day making a huge difference to local people and communities.

We want to know who they are so that we can celebrate their achievements and give them the thanks they deserve.

That’s why we’ve launched the Proud to be Queens Cross Awards.

If you’re reading this and your friend, neighbour or colleague immediately springs to mind, why not nominate them for an award?

We have four awards – three for tenants and one for a member of staff that you think should be recognised.

Thank you and I look forward to hearing from you.

Margaret GlassChair

Queens Cross Housing Association

Please tell us in up to 100 words about why you think your nominee(s) deserve an award.

You can send your nomination in one of three ways:

By email to [email protected]

In writing to Communications Queens Cross Housing Association 45 Firhill Road, Glasgow, G20 7BE

Remember to include: the name(s) of the nominees as well as your own name, contact email or telephone number. And don’t forget to tell us what category your nomination is for!

Announcing the launch of

HOW DO I MAKE A NOMINATION?

WHAT ARE THE FOUR AWARDS?

NOMINATE TODAY

PLEASE HAVE YOUR NOMINATION TO US BY MONDAY 1 SEPTEMBER 2014.

MORE INFORMATION

For more information and to use a nomination form (not essential), visit the Awards page on our website www.qcha.org.uk or call the communication team on 0141-945 3003.

AWARDS CEREMONY

To celebrate our nominees’ achievements we’ll be holding an Awards event at the Thistle Hotel, Cambridge Street, Glasgow on Friday 21st November 2014.

OUTSTANDING SERVICE TO THE COMMUNITYFor: an outstanding individual (tenant)

This award is for a Queens Cross tenant who provides an exceptional contribution to the community and demonstrates a continuing passion and enthusiasm for the Queens Cross area and its people.

This award is for a person whose contribution distinguishes him/her from the norm.

ENVIRONMENTAL ACHIEVEMENT AWARDFor: one or a group of volunteers (tenant(s))

This award recognises the contributions and improvements made by individuals or groups to improve the local environment. It demonstrates how individual or joint efforts can improve the experience of living in Queens Cross.

It would demonstrate how this person or team:

• is improving the physical environment in the Queens Cross area.

• is helping to improve the quality of life for local residents.

• is enthusiastic and committed to changing the behaviours of others to participate in environmental issues.

WORKING TOGETHER AWARDFor: a group of volunteers (tenant(s))

CUSTOMER FOCUS AWARD For: a member of staff

This award recognises volunteers who have forged strong and effective partnerships that make a difference to local residents. This award is for those who are thinking differently, being innovative and creative in the way that they address issues and find solutions to improve things for their local communities.

These will be individuals or groups who:• go above and beyond to provide a

service • are committed to the project they

support and the people who benefit from it

• are enthusiastic, dependable and reliable

• are inclusive in their approach.

Do you know a member of our staff who has gone above and beyond their day job to deliver an excellent service to you?

This award recognises excellence in customer care that exceeds the normal requirements of the job or to significant improvements that have been made to customer service. It would show how customers have benefited from the excellent service provided, above and beyond what would normally be required.

It would be a person or team who:

• constantly thinks about how best to meet their customers’ needs

• acts promptly on customer requests and queries

• treats customers with respect at all times

• delivers what they say they’ll deliver, on time

• acts positively on customer feedback to provide a great service

• ensures customer service standards are maintained at all times.

16 Timber Basin

A total of 108 homes will be built by the Association on Timber Basin next to the Forth and Clyde Canal.

The new development will see 73 homes for rent and 35 fl ats to be marketed for shared equity. It’s expected to fully complete by mid-summer 2015.

Association Chief Executive, Shona Stephen, welcomed Nicola Sturgeon to the area. She said: “We’re delighted that the Minister could visit today and meet members of the local community.

“Timber Basin represents a large investment in high-quality, affordable fl ats and houses.

“This is a historic site and we’re grateful to the Scottish Government for providing grants of £6.5m through Glasgow City Council for the build.

“When complete Timber Basin will bring the total number of new homes for rent or shared equity we’ve brought to the area in the past three years to 438.”

Deputy First Minister, Nicola Sturgeon said:

“Through Scottish Government funding this historic site is to be regenerated, providing more than 100 new affordable homes for Glasgow.

“Housing is and will remain a priority for this Government. We are well on track to deliver our target of 30,000 new affordable homes over the life time of this Parliament and will continue to

invest in new affordable homes such as the ones being built at Timber Basin.

“Regenerating areas like Timber Basin helps bring communities closer together and injects new life into an area. I look forward to seeing the site once complete.”

Bailie Cameron, lead for housing and regeneration at Glasgow City Council said:

“I am delighted to be here today to see the start of the construction of 108 new homes for local people and particularly that GCC has contributed £6.484m to enable this project to happen.

“The new development continues the strong relationship the Council has developed over many years with the Association in supporting their development programme in the area.

“I think that this project is particularly important at this time as it makes a signifi cant contribution to the Glasgow Canal Partnership’s strategy in the regeneration of communities adjacent to the canal.”

The Association’s contractor, CCG Scotland Ltd, started to construct 98 fl ats and 10 houses on the site of the old Shaw & McInnes ironworks, overlooking the Forth and Clyde Canal basin, in January this year.

Calum Murray, Director of CCG, is pleased to have started the Timber Basin project. He said: “CCG (Scotland) Ltd is delighted

to be working with Queens Cross Housing Association to deliver this project.

“The construction of 108 mixed tenure homes will see CCG utilise its £10 million Off-Site manufacturing facility to construct the timber kits in full factory conditions including the application of Brick Slip Render ensuring consistent quality and effi ciency improvements.

“Delivering community benefi ts

to the local area is a key

commitment of this project and

is already underway through

our ongoing apprenticeship

programme.”

Linked to the Association’s

project, Scottish Canals will also

be carrying out improvements to

the Forth and Clyde Canal below

the development.

Deputy First Minister, Nicola Sturgeon, praised our new affordable housing development when she visited the works’ site on Friday 6 June 2014.

Liz Campbell, Chair of the Westercommon/Hamilton CIG, looking on to the development site

Interested in shared equity?It’s expected that 35 properties at Timber Basin will be marketed for shared equity (part-sale) in late summer and available for entry from spring 2015.

Shared equity is a government initiative for fi rst-time buyers to get the property ladder through an initial purchase of 60%-80% share of a property. Information is available on the Scottish Government website: http://www.scotland.gov.uk

If you want more information about shared equity in Timber Basin, please contact our main offi ce and complete a form to register your interest.

Or fi nd further details on our website: www.qcha.org.uk

Deputy First Minister Praises Timber Bas in Development

17Customer First

CUSTOMER FIRST - SERVICE PROMISES

We will:

• Be polite, friendly, courteous and helpful

• Treat all customers fairly with respect and dignity

• Wear identifi cation badges at all times

• Provide good quality information in the way you want it

• Tell you what we can provide, who to contact and how

• Tell you how to make a compliment, complaint or suggestion

• Keep you up-to-date with how we’re doing.

CUSTOMER FIRST - OUR OFFICES

They will:

• Be clean, tidy and welcoming• Be easy to access or make alternative

arrangements if you can’t come to our offi ce

• Have an induction loop to help our customers with a hearing problem

• Have rooms where you can talk to us in private

• Have information about services displayed on noticeboards.

WHEN YOU WRITE TO US BY LETTER OR FAX, WE WILL:• Reply within 5 working days• Ensure all our responses are clear,

easy to understand and provide a contact name and telephone number

• Advise you what to do if you need more help

• Use clear, jargon-free language.

WHEN YOU EMAIL WE WILL:• Acknowledge your email within one

working day • Give you details of who is dealing

with your enquiry• Reply to you within 5 working days.

WHEN YOU CALL WE WILL:• Answer the phone within 10 seconds• Greet you politely and clearly and tell

you who you are speaking to• Listen carefully• Give you the name of the person

or department you are being transferred to

• Give you the choice of leaving a voicemail if the person you want to speak to is not available.

• Respond to voicemail messages within one working day.

WE WANT TO KNOW WHAT YOU THINK OF OUR SERVICES AND WILL:• Encourage you to give us your

feedback about our services in ways that suit you

• Create opportunities for you to get involved at a level that you want

• Update our website (www.qcha.org.uk) with news about our services

• Deliver our newsletter to you every three months

• Provide staff and other resources to continually develop new ways of getting you involved in improving our services.

WE ASK YOU TO:• Be courteous and respectful towards

us• Provide the information we need• Make suggestions about how we can

improve our services.

HELP US TO HELP YOU BY LETTING US KNOW:

• If you need to cancel or rearrange an appointment

• If you need any assistance in making our services accessible

• If you are pleased with the service you have received or if you’re unhappy with a service you’ve received.

WHEN YOU VISIT OUR OFFICES, WE WILL:• Not keep you waiting longer than

fi fteen minutes • Make you feel welcome• Find out how we can help you

WHEN WE VISIT YOU AT HOME WE WILL:• Arrange an appointment in advance*

at a date and time that is convenient to you

• Ensure all staff have identifi cation cards.

• Leave a calling card when a home visit is made and you are not at home. This will provide you with a staff member’s name, contact details and reason for calling.

• *whilst appointments will be made for most home visits, there may be times when we visit your home unannounced

CUSTOMER FIRSTYOUR THOUGHTS

Our new values and vision talk of our passion to deliver a positive customer experience.

We want to make sure we deliver excellent customer services to each and every tenant, owner, visitor and stakeholder.

Last year we developed Customer First, our approach to delivering services with an emphasis on the most important people, our customers.

As part of Customer First, we’ve worked on a number of Service Standards, and we now want to know what you think.

Tell us if the following statements make it clear what you can expect from us, and if there are any statements missing that you feel should be added to our list. This will give us a clear standard to work towards and make it easier for you to let us know if we fall short of your expectations.

Please email [email protected] or write to Audrey Murphy, Customer Services Manager, 45 Firhill Road, Glasgow G20 7BE with any feedback by 21st July 2014. Thank you

18 Performance

Key Performance Indicator

Did we achieve our target? Yes No

HOW DID WE DO THIS YEAR?We’re committed to improving our services and keeping you up to date with how we’re performing against the targets we set ourselves.

As a transparent organisation we aim to provide you with the information you want to know. The chart below highlights our performance for 2013-14 against some of the service areas that are important to you.

FOCUS ON PERFORMANCE 2013-14

UNPAID RENT The fi nancial climate has had a signifi cant impact on the Association’s rental income for the year.

We’ve not achieved our target for rent collection but our frontline staff have worked hard with tenants who need advice and support about their rent. We’ve also recruited additional staff to our Welfare Rights and Debt Advice Team to help meet an increasing demand for appointments.

If you’re experiencing fi nancial hardship, it’s important you let housing staff know as early as possible to prevent arrears getting out with your control.

If you think you could benefi t from an appointment with one of our Welfare Rights Advisors or Money and Debt Advisors, please call us today on 0141 945 3003 to arrange an appointment.

We’re still some way off meeting our target of 14 days to re-let empty properties and took an average of 20 days to re-let this year.

There were a number of reasons for delays in allocating properties this year such as staffi ng restructures within housing services. More signifi cantly there has been a lack of demand for some of our multi-storey properties in Westercommon and Woodside. To help increase demand we’re advertising some of our properties online (www.gumtree.com) and in this issue of Focus magazine. This is proving to be

successful and may result in helping us achieving our target in 2014/15.

There are other factors that can affect the timing of new tenants moving into an empty property such as the condition it’s left in by the departing tenant. We must ensure that the property is safe, secure and in a habitable condition before moving new tenants in.

If you have any repairs to report, please call our repairs hotline on 0808 143 2002 and help us keep your home in good condition.

REPAIRSOur target timescales for routine repairs is fi ve working days; two working days for urgent and 4 hours for emergency.

Our performance for the year has seen the Association achieve our set targets for carrying out routine and urgent repairs on time.

However our emergency repairs performance is still off target for the year with 98.54% of emergency repairs completed on time. We’re working with our contractor and staff to ensure we meet our 100% target next year.

We’re disappointed not to meet our 100% target this year.

There have been some issues with our contractor and we have met with them to ensure they understand the standard and target timescales for completion expected of them.

New internal administration systems have also been put in place this year to ensure we achieve our 100% target in the year ahead.

You can also help us to achieve our target by calling us to arrange your annual gas service if you think this may be due. It is a legal requirement that gas servicing is carried out in every property annually and tenants have a responsibility to allow us access to your home to carry out these vital safety checks. To schedule an appointment call our contractor directly on 0141 762 3326 or our Gas Service Admin Team on 0141 589 7410.

EMPTY PROPERTIES

GAS SAFETY

Unpaid Rent

Emergency repairs

completed on time

(within 4hrs)

Routine Repairs

completed on time (within 5 working days)

Average number of

days to re-let empty properties

% Gas services

completed by anniversary

date

Urgent Repairs

completed on time (within 2 working days)

3.5%

100% 100%

98% 97%

14DAYS

20DAYS3.98%

98.6% 95%

99% 99%

Target for year ending 31/3/14






Actual Annual Performance






19Performance

An important part of the Association’s Complaints Handling Process is to measure whether you, our customers, are satisfied with how we deal with your complaint.

Our Customer Satisfaction with Complaint Handling Survey allows us to measure our performance in handling complaints.

For example, it deals with the speed with which the complaint was dealt with and the information and advice provided by the staff member who investigated it.

From 1st April 2013 to 31st March 2014, 53% of customers were satisfied with the way that their complaint was handled.

AN INSIDE FOCUS ON COMPLAINTSIf you’ve ever complained about one of our services you’ve played a significant role in ensuring we assess our services and learn from our mistakes.

Over the 12 months from 1st April 2013 to 31st March 2014 we received 277 complaints of which 48 resulted in changes to the service we provide.

QUARTER 4: JANUARY TO MARCH 2014From 1st January to 31st March 2014 we received 70 complaints, 9 of which had learning outcomes identified by staff that will now be implemented. Below are some examples of how your complaints have made a difference to the service our customers receive.

WHAT ARE WE LEARNING FROM COMPLAINTS?CASE STUDY 1

CASE STUDY 3

CASE STUDY 2

Complaint: Customer was unhappy with a delay to fixing boiler during the festive period.

Determination: Partially Upheld

Action: A review of the availability of commonly required parts. We’ve ensured that spare parts will be available during public holidays.

Complaint: Customer advised that he was unhappy with the lack of communication from staff concerning his request for a breakdown of the cost for planned works for owners.

Determination: Partially Upheld Action: We will ensure that costs are

clearly articulated to owners and it is not assumed that low value works have been authorised.

Complaint: Customers unhappy with the number of calling cards received and the tone of the contacts about annual gas safety inspections.

Determination: Partially Upheld

Action: Discussions held with contractor about administration arrangements particularly during public holidays.

21.5%15 complaints responded to

outwith timescale

78.5%55 complaints responded to

within timescale

Very Satisfied

Fairly Satisfied

7.7%

38.5%

Neither

7.7%

Very Dissatisfied

30.7%Fairly Dissatisfied

15.4%

28.5%20 complaints Partially upheld

43%30 complaintsNot upheld

28.5%20 complaints Upheld

GOT A COMPLAINT?There are many ways to make a complaint:

• Visit the home page of our website: www.qcha.org.uk

• Call us on 0141 945 3003

• Visit us at 45 Firhill Road, 2 Westercommon Drive or 6 Dundasvale Court

• Write to us at 45 Firhill Road, Glasgow, G20 7BE

We value all complaints and use them to improve our services.

HAPPY WITH HOW WE HANDLE YOUR COMPLAINT?

Complaints outcomes

Percentage complaint response timescales

Customer satisfaction with complaint handling

WOODSIDE

DUNDASVALE

NEWS FROM THE NEIGHBOURHOODS20 News from the Neighbourhoods

COMMUNITY GARDENWe’re hoping that the new garden partnership will breathe some new life into this venture. If you are interested in getting involved in some gardening, please contact the Association office at Firhill Rd on 0141 945 3003.

MAJOR INVESTMENT/IMPROVEMENT WORK, WOODSIDE HIGH RISE PROPERTIES

The Association’s been working hard to finalise proposals for the works that will take place to improve the high rise property at 9 Cedar Court and 65 and 104 Cedar Street. The CIG will be playing a key role on how this development will be rolled out and the members are keen to get tenants or owners living in the properties to join them on the CIG to work to get the best for the area.

If you’d like to get involved, please contact the Association’s office at 45 Firhill Rd, 0141 945 3003.

Work continues apace on the installation of the Ecopod heating system in the decks in Woodside. The benefits of the system are already being felt by tenants and owners in the area who have

noticed a remarkable improvement in the heating of their homes.

The Association is keen to ensure that all our tenants get the opportunity of cheaper heating and hot water and therefore ask that

you provide access to the contractors, Carillion, and their workers as well as Association staff who are at hand if you require any information or assistance during this work.

ECOPOD

COMMUNITY SAFETYThe CIG recently met with Scottish Police representatives. During this meeting they were given a briefing on the police’s activities locally. CIG members asked a number of questions and were reassured by what was being done to combat local issues.

STAGCIG have agreed to support the Stag group which is setting up in the community hall. This group has received funding to invite men over 60 to get involved in activities and a get together on a regular basis. It’s hoped that we’ll get a lot of interest in this new venture.

IT SUITEThe IT Suite is now up and running and has rapidly gained a lot of interest and demand. A variety of beginners and moderately skilled users’ classes are available. Please contact the Association main office at Firhill Rd on 0141 945 3003 for further information.

SCOTTISH POWERScottish Power through its sub-contractor PH Jones, continue with the renewal of the main electrical wiring going into the high rise properties at 2 and 22 Dundasvale Court.

Please be aware that the Association has little control over the work or the times when power is shut down to allow connection, but we will assist where we can should you have any problems with this.

COMMUNITY GARDENThe Association is working to bring in a new partner to assist with the Community Garden. We hope to have more information about this very soon.

The Dundasvale Bowling Club celebrated the start of a new season at the Bowling Open Day on Saturday 6 June, with Director of Housing Fin McElhinney and Councillor Matheson of Glasgow City Council joining in the celebrations.

Queens Cross and the Dundasvale CIG has committed funding this year for repairs and maintenance work as part of the long term viability of the green and our enthusiasm for its future. We’re dedicated to working alongside the Bowling

group to make sure the green is open to any residents in the area that want to get involved and play bowls.

DUNDASVALE BOWLING

NEWS FROM THE NEIGHBOURHOODS21News from the Neighbourhoods

QUEENS CROSS

WESTERCOMMON/HAMILTONHILL

We ushered in spring in April with our annual Easter Eggstravaganza at The Courtyard.

The event was organised by our Hamiltonhill & Westercommon Community Involvement Group, and attended by dozens of children and adults from the area and further afield.

Proud mum Linda Tait came along with her daughter Sally (pictured), and was thrilled with the fun on offer. Linda said: “We had a wonderful time and Sally was

delighted to win First prize in the Easter Bonnet competition.”

Sally’s prize winning fairy-themed bonnet even featured her granny’s foam hair curlers!

Live music, a raffle and a traditional egg hunt also took place on the day.

Fin McElhinney, Director of Housing at the Association, attended the Eggstravaganza. He said: “It was a fantastic day for everyone involved. The sun was shining

and our Community Involvement Group worked hard to put on yet another successful community event with

something for the whole family.”

Queens Cross Community Involvement Group aim to work in partnership with Scottish Canals to improve the paths and banks in and around the Firhill Canal area. Early discussions have included involving local artists.

Canal improvements

The Group have a walk around the area every 6 weeks and would welcome anyone from the local community joining them.

The walkabouts are split into two localities and are normally held on a Wednesday morning.

If you’re interested in coming along, contact Pauline Miller, Assistant Neighbourhood Manager, on 0141 945 3003 or email [email protected]

Join us on a walkabout

Easter Eggstravaganza

Little Sally Tait in her prize winning Easter bonnet

Thank you to our Westercommon & Hamiltonhill CIG for organising a wonderful day

We’re working with Scottish Canals to improve the area

22 Tenant Participation

TENANT PARTICIPATION

Tenant participation is a way for tenants and landlords to share information, ideas and power to improve the standard of housing conditions and services. You, our tenants, now have the right to be consulted and to participate in this way.

Here we explain what we’re doing to put effective participation in place by developing a new three-year strategy and how you can help us assess our services to you.

Involving tenants in the way we deliver services is important.

We’re now developing a Tenant Participation Strategy and have been consulting with tenants over the past weeks to help produce a strategy for the next three years.

Tenant Information Series (TIS), who provide independent advice, support and training for tenants and landlords across Scotland, have been helping us with this review. So far they have organised:

• An open meeting for tenants on Tenant Scrutiny

• A Tenant Consultation Survey

• A Tenant Participation Strategy Discussion Group

• Telephone Surveys.

In addition to this, TIS had a

drop-in day at our Firhill Road offi ce where tenants were asked to complete the survey and discuss their views on tenant participation.

Thanks to everyone who has contributed and helped shape the new Tenant Participation Strategy. A draft document will be considered by the Board over summer and we will launch the new strategy

in autumn. So look out for information in Focus or on our website (www.qcha.org.uk).

If you have any views or comments on Tenant Participation we would love to hear them. You can email us at [email protected].

For more information about TIS visit www.tis.org.uk or call 0141 248 1242

DEVELOPING OUR NEW STRATEGY

QUEENS CROSS TENANTS GO WALKABOUTMembers of our Tenants’ Improvement Club (TIC) took part in tenant led estate inspections in our Dundasvale and Queens Cross Neighbourhoods in May.

The Tenants’ Improvement Club is a forum for tenants to inspect and scrutinise the services we provide, driving us to deliver better services and neighbourhoods.

The inspections offered tenants the opportunity to evaluate the standard of services we provide and raise issues about local neighbourhoods. As a result of the inspections a number of issues were identifi ed and a report and action plan will be produced.

Estate inspections and other tenant scrutiny activities are an important part of our commitment to empowering you to monitor and assess what we do as a landlord.

The inspections not only look at whether we are delivering what we say we are, but also whether the services we currently provide are what our tenants want.

Estate inspections are open to any tenant and more tenant led estate

inspections will be held in autumn. Further tenant scrutiny activities, such as mystery shopping, are also planned for the near future with details publicised at our offi ces, in Focus, on

our website and on our Facebook and Twitter pages.

If you are interested in getting involved, get in touch with Jacqui Mills at [email protected] or on 0141 589 7414.

Members of our Tenants’ Improvement Club with Policy & Performance Offi cer Des Phee (far right)

Your right to be consulted and involved

23Tenant Participation

TENANT SCRUTINYAt Queens Cross we’ve been developing our own brand of tenant scrutiny: the Tenants’ Improvement Club (TIC). TIC is open to all tenants to join and scrutinise services.

We have a growing number of tenants who have joined and are also recruiting new members.

There are no specific time commitments involved in signing up to TIC as this is a tenant led group. You simply tell us how you want to be involved and when.

There are a number of activities that tenants can participate in to scrutinise services and so far you have told us that you want to be involved, for example, in estate inspections and mystery shopping.

COMPLAINTSOur tenants and customers can provide us with feedback at any time if they’re unhappy with a service they received.

All complaints are investigated and learning identified to ensure the issue does not re-occur. We analyse complaints over a period of time and this forms part of our self-assessment process. Complaints can be made in person, in writing, by telephone, email or on our website.

COMPLIMENTSWe also have a Compliments Register where we welcome positive feedback from customers and service users. This feedback is used to help us understand the services tenants value and we can ensure continuity across the Association. Compliments can also be made in person, in writing, by telephone, email or through our website.

TENANT SATISFACTION SURVEYSQueens Cross recently conducted a large scale survey of our tenants to measure satisfaction levels with our services. We employed an independent consultant to carry out these surveys on behalf of the Association.

The survey was carried out face to face, by post and telephone and we ensured that a cross section of our tenants was invited to participate in the survey. Detailed analysis of the results is being carried out and an Action Plan developed to look at the areas where we could improve.

COMPARING WITH OTHER HOUSING ASSOCIATIONSAll Scottish housing associations are required to report to the Scottish Housing Regulator how we’re performing against the outcomes of the Scottish Social Housing Charter on an annual basis.

We use the published reports to compare our performance against our peers and develop improvement plans.

In addition, as members of a national benchmarking club HouseMark, we carry out detailed comparisons across all service areas with other members. We not only compare our performance but also costs. Again, the results of this exercise allows us to identify and prioritise areas for improvements or review spend.

REPORTING ON THE CHARTERLast June we asked tenants what information they want us to provide in the Scottish Social Housing Charter Report. We will produce this report in October each year. We’re now planning further consultation with our tenants to develop the format of this report and are keen to hear from you if this is something you would like to be involved in.

SOCIAL MEDIAWe’re also actively promoting digital inclusion to ensure that we reach as many of our tenants as possible. We recently launched our own Twitter and Facebook accounts and are gradually increasing our followers. Why not join us at www.qcha.org.uk and see what it’s all about?

TENANT AND OWNER FOCUS GROUPSWe have a range of focus groups representative of a cross section of our tenants and owners.

We ensure that hard to reach groups such as people who have a disability, young people, ethnic minorities and older people are represented and that they are consulted on any service or policy changes.

This focussed discussion gives tenants the opportunity to tell us how they feel about specific services, as well as the changes they would like to see.

BUSINESS PLANNINGWe consulted with our tenants on the development of our new three year business plan for 2014-17 called ‘Proud to be Queens Cross’ and held a number of focus groups to ensure that the views sought were representative of all of our tenants.

Focus groups provide us with an opportunity to get direct feedback from tenants and other customers on the services that are important to them as well as the areas that we could look at making changes.

SELF-ASSESSMENT IN A NUTSHELL

The winner of a £25 gift voucher drawn from tenants who participated in the consultation was Hugh McCann from Dundasvale.

WHAT IS IT?Self-assessment is how an organisation learns about its performance – what is effective (or working well) and what improvements are needed.

Being self-aware is key to making the right decisions for effective service development and delivery. Self-assessment is a means by which an organisation can gain such self-awareness.

We’re always looking at new and exciting ways for our tenants to get involved in assessing our performance and now there are even more opportunities than ever before.

Self-assessment also allows us to evidence how we are performing against the Scottish Social Housing Charter. This Charter outlines the outcomes you can expect to receive from Queens Cross Housing Association.

WHAT DOES QUEENS CROSS DO?We monitor our services through the following types of self-assessment:

• Tenant Scrutiny• Complaints• Compliments• Tenant Satisfaction Surveys• Employee Engagement Surveys• Robust monitoring and reporting of

Key Performance Indicators • Comparing ourselves with other

housing associations• Reporting on the Charter• Social Media• Tenant and Owner Focus Groups• Internal Audits• Business Planning

HOW YOU CAN GET INVOLVED IN SELF-ASSESSMENT

We would like to hear what you think of our approach to self-assessment or perhaps you would like to get involved in our Tenants Improvement Club (TIC)?

Please contact Jacqui Mills, Policy & Performance Assistant on 0141 589 7414 with your feedback or to register your interest in the Tenants’ Improvement Club.

24 Photo Competition

From March to May of this year we held a photo competition called Proud to be Queens Cross to coincide with the launch of our new business plan.

We had some fantastic entries from tenants, with photos from all over the area which really captured the essence of our communities and what makes you so proud to be part of them.

A panel of four made up of Shona Stephen, Chief Executive, David Dick, ICT Manager, Kate Wilson, Communications Assistant and professional photographer Jeff Holmes spent an afternoon poring over the entries in the Queens Cross boardroom, before fi nally reaching a decision.

First place in the tenant competition went to Amirali Rajabi, CHYP resident. The judges thought Amir’s entry was creative and original, and perfectly captured what

it’s like to be young and living in the Queens Cross area.

Amir was absolutely delighted with his prize of a brand new Windows tablet. He said:

“I’m over the moon, it’s the best prize I’ve ever won. I’m proud to be Queens Cross because, for me, it’s fun, safe and supportive, and it gives me the chance to take part in things like this!”

Second place was awarded to Peter Sherry (aged 5) for his photo entitled ‘My park’, and third place went to Jenny Charters for her beautiful shot of the Murano St fl ats from the Canal.

Tenants James Morrison, Piotr Chemilinksi and Colin Irons were awarded commendations for their entries, which the judges praised for their imagination and skill.

An additional congratulations to John Boyle, Head of Asset Management, who won our staff competition.

Congratulations to the winners and thanks to all tenants and staff who took part in the competition. The winning entries, along with many other of the entries we loved, are available to view on our Facebook page at www.facebook.com/QueensCrossHousing

Windsor Street Community Hall saw a fl urry of activity on the 27th of March when we held our Jobs Fair, to help us fi nd the right people to join our staff.

Over 250 jobseekers attended the event, where we recruited for 17 vacancies, including Administrative Assistants, Customer Service Advisors, Handypersons and Sessional Estate Caretakers.

Those who came along were given the chance to talk to existing Queens Cross employees about their roles, as well as representatives from Jobs and Business Glasgow. The Association’s Work Clubs were also on hand to provide support with completing applications.

According to recent survey data*, only 35% of our tenants under the age of 60 are currently employed. With such a high percentage of tenants and many others across Glasgow struggling to fi nd work, the Jobs Fair provided much needed employment opportunities for both local and citywide jobseekers.

With recruiting for the roles now in the interview stages, Queens Cross Chief Executive Shona Stephen is delighted that so many came along: “We’re proud to have been able to provide such a range of opportunities for people to become part of the Queens Cross team.

“We’re committed to equality of

opportunity at Queens Cross. Hosting the Jobs Fair in one of our community venues allowed us to give a variety of people a chance to fi nd out more about the jobs we can offer, and will help us recruit the right people for the roles: people who refl ect the communities we serve.”

*Getting to Know You survey, June 2013

Our photo competition winners!Second place was awarded to Peter Sherry

Photo Competition

winners!Second place was awarded to Peter Sherry

Drumroll pleas e….

Employment boost with our Jobs Fair

Our photo competition winner Amir (right) is presented with his prize by Head of Housing Support Richard Allwood

Senior Administrative Assistant, Elizabeth Viola, was on hand to answer questions from potential job applicants

“Proud to be Queens Cross” by

Amir Rajabi

‘‘My Park’ by Peter Sherry (aged 5)

1st 2nd 3rd

‘‘Murano St Canal” by Jenny Charters

‘‘Cedar Flats with Rainbow” by James Morrison

‘‘My Fiancée by the Canal” by Piotr Chmielinski

“Northpark St, Save for the Family” by Colin Irons

HIGHLY COMMENDED

25News

Our multi storeys at Westercommon have recently had foyer areas refurbished.

These properties are just 6 minutes’ drive and 30 minutes’ walk from Glasgow city centre with regular direct bus services.

If you’re interested or know of anyone who’s looking for a 2 bedroom property in either of these areas, call 0141 945 3003 for further information.

• Newly refurbished foyers with welcoming entrance to each flat

• Drying room located in each block - free for all tenants to use

• Located just 6 mins drive and 30 mins walk from Glasgow city centre with regular direct bus services (7, 7a, 75, M3).

Stag Group seeks new recruits in Dundasvale

The Queens Cross Stags have been scouting for new recruits in Dundasvale!

Set up for our male tenants aged over 60 (or very near 60!), the Stag Group is a social club where members can meet up for a chat, days out and for the odd pint, or game of darts and dominoes. It’s a welcoming and friendly environment.

An introductory event on 4 June attracted a good number of potential new Group members with tenants aged 60 to 90 coming along to find out more.

For more information about the Stag Group contact Hugh McLellan or Jeff Cullen on 0141-945 3003.

Affordable 2 bedroom (3 apt) multi-storey flat in Westercommon, North West Glasgow, G22 (unfurnished)

Available now!

£297.46 per month/£74.35 per week

Interested? Call us on 0141 336 3444

Eligible applicants will be assessed for housing need after completing a housing application form.

Westercommon and Woodside properties for rentWe have a number of affordable 2 bedroom multi-storey properties (unfurnished) available in Westercommon and Woodside.

Both neighbourhoods are within easy

walking distance of the city centre with regular direct bus services.

This is an excellent opportunity for anyone looking for a home near the city centre.

Woodside upgradesWoodside is undergoing a programme of improvement works in 2014-15.

Our Woodside properties are within a 5 minute drive and 15 minute walk from Glasgow city centre with regular direct bus services and Glasgow subway stations just 6 minutes’ walk away. They’re also just 10 minutes’ walk from Glasgow’s west end.

Westercommon refurbishedAnd look out for us in Westercommon,

we’ll be launching in the area in July!

Green Space26Green SpaceGreen SpaceGreen SpaceGreen SpaceGreen SpaceGreen SpaceGreen SpaceGreen SpaceGreen Space Chilli beer battered fi sh and chips

Serves: 2 / Prep time: 20 minutes

Cooking time: 40 minutes

For more tasty recipes and tips on saving time and money on food, visit

www.scotland.lovefoodhatewaste.com

For the beer batter:

2 boneless and skinless haddock or cod fi llets55g self-raising fl our and a bit extra for dustingA pinch of sea salt and pepper1 tbsp sunfl ower oil75ml of aleChilli fl akes or powder (to taste)1 egg white

For the chips:

600g Maris Piper, King EdwardsSunfl ower oil, for frying

Come along on Monday evenings from 6-8pm to our pop-up community café at Windsor Hall!

At the café we serve free meals that are fresh and healthy, with salads and vegetables grown at Woodlands Community Garden. The café is run by staff at the Garden with the help of local volunteers.

At our food hubs you can also get information and support about welfare and benefi ts changes, housing, healthy eating, money saving, and access to the internet.

More and more people are fi nding it diffi cult to afford healthy food, through no fault of their own. The increasing cost of energy and food, and changes to the welfare system mean that many people

are struggling to make ends meet. Because of this, people can feel lonely and isolated, and not know where to turn for advice

and support. Woodlands Community Garden’s Local

Food Social Support Hubs project aims to provide healthy food in a supportive environment.

Zero Waste Scotland also come along to our community cafes to give helpful advice on how to save money by cutting down the amount of food you waste. In Scotland we

throw away 630,000 tonnes of food waste from our homes every year and of that, 69% could have been avoided if we managed our food better. All this food waste costs each household an average of £39 each month!

Young people from Princes Trust got green fi ngered in the Courtyard Community Garden, and helped transform the space from drab to fab.

They got down to work on Monday 12 May, and took on a whole range of tasks from tidying and cleaning to jetwashing and painting.

Scott, 20, from Princes Trust was thrilled to have been involved in the project from start to fi nish. He said “It’s been a great experience being

part of the Princes Trust Team – we’ve learned so much and it’s fantastic to see how much the garden has changed since we started. A big thanks to Queens Cross for giving us this opportunity!”

Other members of the community also got stuck in to the project, with Bank of Scotland employees kindly lending a hand on 20 May, as part of their “Day to Make a Difference” project.

Gillian Hamilton, Bank of Scotland employee, said: “It’s been a great to get involved in a wonderful project. We really enjoyed being outdoors and giving something back to the local community.”

Debbie McFarlane, Manager of

the Princes Trust project is proud of those who took part, and confi dent the experience will stand them in good stead in the future.

She said: “This has been a great experience for the young people.

“They have really enjoyed doing the work at the Courtyard Garden, and they have learned new practical skills, as well as other things like working as part of a team.”

Handover presentationA handover presentation took place at The Courtyard on Thursday 29 May, where Tom Canavan, Neighbourhood Housing Manager, thanked Princes Trust for their contribution on behalf of the Association and Westercommon CIG (Community Involvement Group). The CIG were consulted on the various stages of the project, and contributed fi nances from the CIG budget for project materials such as paint. They’re extremely pleased with the work which has been done.

Liz Campbell, Chair of Westercommon/Hamiltonhill CIG said: “We’re delighted with all the young people’s efforts. What a difference it’s made to the Community Garden.”We’d like to thank Princes Trust (Glasgow Clyde – Anniesland Campus) for all their hard work with the Association.

For the chips, preheat the oven to 200°C, fan oven 180°C, Gas Mark 6.

Peel the potatoes and square into rectangles, then cut them into chips about 1cm thick. Put the chips into a large pot of salted cold water, and bring them to the boil. As soon the water comes up to the boil, drain them, and tip them onto kitchen paper or a dry clean tea towel and dry thoroughly. Tip the dry chips into a large bowl.

Add 2-3 tbsp of sunfl ower oil and toss to coat all the chips with a covering of oil. Tip the chips onto baking tray, making sure you do not overcrowd the chips. Bake for 20-30 minutes, shaking every now and again, until the chips are cooked and are an even golden brown.

For the battered fi sh, mix the fl our, salt, oil and ale and chilli fl akes into a bowl and beat until smooth. Whisk the egg white in a separate bowl until stiff and fold into the batter.

Heat the fryer to 190°C degrees. Dust the fi sh with fl our and place into the batter and fry fi sh until golden and fi sh cooked. Remove and drain.

Serve the chips with the battered fi sh and minted crushed peas.

METHOD:

INGREDIENTS:

For the battered fi sh, mix

For a chefy twist, make a

little lime salt to serve with

your chilli battered fi sh. Zest

a lime and leave to air dry

for a few hours. Pound and mix with the sea salt.

TIP...

Day to Make a Difference

Garden facelift from the Princes Trust

Queens Cross partnership with Woodlands Community Garden. Serving up more than just food...

We’re always looking for volunteers to help run the project – if you’d like to help our project then please contact [email protected] or 0141 332 9311.

Anyone is welcome to come along - bring your friends and family too!

27PuzzlesFeeling Puzzled?

Riddle corner

Summer WordsearchSudokuFill in the 9x9 Sudoku grid with digits 1-9 such that each of these 9 digits appears in each row, each column and each 3x3 sub-grid once.

Can you solve our riddle?

What fi ve-letter word becomes shorter when you add two letters to it?

Medium Puzzle 6,783,716,998

2 9 5 72 7 1

5 7 9 4 2 31 6

1 73 66 1 5 4 9 2

5 8 63 2 6 1

Back to puzzle Print another...

© Web Sudoku 2014 - www.websudoku.com

Web Sudoku - Billions of Free Sudoku Puzzles to Play Online http://show.websudoku.com/

1 of 1 10/06/2014 14:05

Medium Puzzle 9,187,817,372

4 8 6 92 3

2 1 42 6

4 8 6 5 1 2 75 1

4 6 87 53 9 4 6

Back to puzzle Print another...

© Web Sudoku 2014 - www.websudoku.com

Web Sudoku - Billions of Free Sudoku Puzzles to Play Online http://show.websudoku.com/

1 of 1 10/06/2014 14:06

Last issue’s answerHis breath

?

AUGUST

BARBECUE

BEACH

BIKING

GOLF

HATS

HOLIDAY

HOT

HUMID

JULY

RELAX

SANDALS

SUNBURN

SUNSCREEN

SUNTAN

SWIMMING

VACATION

HELP THE SNAIL FIND THE CABBAGE

When you have finished withthis magazine please recycle it.

When you have finished withthis magazine please recycle it.

Main Offi ce45 Firhill Road, Glasgow, G20 7BETel – 0141 945 3003

The Courtyard2 Westercommon Drive, Glasgow, G20 5PGTel – 0141 336 3444

Dundasvale Housing Offi ceFlat 1/1, 6 Dundasvale CourtGlasgow G4 0DGTel: 0141 589 7333

QC FactoringSuite 12 – Firhill Business Centre74 – 76 Firhill Road, Glasgow, G20 7BATel: 0141 561 1105 Email: [email protected]: www.qcfactoring.co.uk

Out of hours emergency number:

QC HA Tenants - 0808 143 2002

Our offi ce opening hours are Monday to Friday 9am to 5pm

Tel: 0808 143 2002

Working on behalf of

Report a repair

*free from a BT landline - calls from mobile phones and other providers may be charged

0808 143 2002*Monday to Friday 9am to 5pm

Call us on

EmergenciesWe provide an emergency repairs service.

Call us on 0808 143 2002 if you need an emergency repair at weekends or Monday to Friday when our office is closed.

P&D ScotlandOur repairs service is provided by P&D Scotland Ltd.

All staff carry identity badges so please ask to see their badge when they call at your home.

45 Firhill Road, Glasgow G20 7BE

0141 945 3003

www.qcha.org.ukEmployee Name

ID Verification No. 0141 336 4666

Get in touch

The 2014 AGM (Annual General Meeting) will take place on Monday 15 September and a letter has already been sent to all members giving formal notice of the event date, time and venue.

The Association appreciates the huge effort of our members who attend the AGM every year and we also understand that some members are unable to attend on the day.

This article sets out guidance on what action to take if you can’t attend and don’t want your membership to be cancelled:

1. You can submit apologies - you just have to contact us

(see information below) and let us know that you can’t attend.

2. You can appoint a friend, neighbour or relative (the person does not need to be a member of the Association) to attend the meeting on your behalf or we can arrange for one of our Board members to do this for you.

The date for nominations to stand for election to our Board of Management or Community Involvement Groups in 2014 has now passed. We’ll be writing to all our members early in September with a copy of the AGM agenda and the annual accounts.

All our offi ces will closefor public holidays on:

• Friday 18 July

• Monday 21 July

• Friday 26 September

• Monday 29 SeptemberFor emergencies, call us on 0808 143 2002.

PUBLIC HOLIDAYS 2014FOR THE ATTENTION ALL ASSOCIATION MEMBERS

OUR AGM

How to contact usIf you have any questions or want to submit apologies, please call us on telephone number 0141 589 7443 or send an email to [email protected]

Email: [email protected]: www.qcha.org.uk

focus summer 2014

Documents

glasgow summer

pg tel

ba tel

new way

new business plan

firhill road

affordable housing

excellent housing