- Weslo Housing Management

AUTUMN 2015
weslonews
Service improvements for tenants
from 1 November
N OCTOBER 2013 we told
you of our intention to
introduce a new fully
integrated IT Management
system. This is an ongoing
project and we have been
introducing new modules in a
planned way since March
2014. We are continuing to
extend and develop the
modules and the system is
now capable of providing us
with cutting edge information
on our tenants, our business
activities, our costs and our
performance.
I
Of the future enhancements that we
might expect Kevin Cairns, ITC
Manager said: “There will be future
enhancements, which could include a
secure portal for tenants and owners
to access their accounts and make
payments, and a mobile estate
management system for staff to use
when out and about. This is a
substantial financial investment for
the company.”
We fully expected that our services
would be delivered in a more efficient
and effective way and we are now
starting to see the benefits.
Rob Tait, Technical Unit Manager
said “Since the introduction of the
Response times from
1 November are:
■ Emergency –
within two hours of taking
your call
■ One working day –
within one working day
■ Right to repair –
within one, three or five
working days
■ Urgent repair –
within three working days
repair modules we have seen a
reduction in the time taken to
complete reactive repairs and we are
delighted to advise that from 1
November we will be cutting in half
the routine repair response times for
plumbing, joinery and building works.
We now offer tenants appointments
to have repairs carried out and this is
starting to reduce the number of no
access calls. This means that our
workforce is more productive and
spending less time travelling to jobs
where no one in is. Going forward I
am confident that there will be more
improvements to service delivery that
we can bring to you.”
■ Electrical –
within five working days
■ Plumbing –
within five working days
■ Joinery, building and
double glazing –
within ten working days.
INSIDE THIS ISSUE
Right to Buy Update
3
New Board Members
appointed
5
Bringing staff together
6
Weslo Tenant Draw
7
AS PART OF OUR ON-GOING SERVICE REVIEW, WE ARE LOOKING TO:
✔ Improve efficiency
✔ Ensure quicker repair times
✔ Reduce use of external contractors ✔ Improve management information
✔ Reduce travel time for our repair operatives
Major works to office
11
Gas Safety
15
Competition Corner
16
2
weslonews
Update on Welfare Benefit
Reform – will it affect you?
The UK Government is making major changes to the welfare system. Many of
the changes identified in the Welfare Reform Act of 2012 have already been
implemented and others, like Universal Credit (UC), are being phased in.
UC was implemented for single
claimants only in the Falkirk area in
May 2015 and West Lothian will go
live in November 2015. Claimants
receive a single monthly payment
paid directly into their bank account
and it replaces:
• housing benefit
• income-based jobseeker’s
allowance
• income-related employment and
support allowance
• income support
• child tax credits
• working tax credits.
Anyone claiming UC will no longer
receive Housing Benefit to help pay
their rent. Claimants have to apply
for housing costs as part of their
claim and provide up-to-date proof
of rent; they will also be responsible
for paying rent to Weslo.
Following on from this year’s summer
budget the government has now
published the Welfare Reform and
Work Bill 2015/16. The Bill provides
for additional changes which aim to
achieve £12bn of savings by
2019/20. The cuts will mean big
changes for many people from April
2016 and the main changes include:
DATE
CHANGES
April
2016
From April 2016 the income threshold for Tax Credit will go down
from £6,420 to £3,850 – this will reduce the number of people
eligible to claim. Thereafter Tax Credits and Universal Credit child
elements will be limited to two children.
Housing Benefit will not be backdated for any more than four
weeks.
April
2017
From April 2017 parents, including lone parents, who are
claiming Universal Credit will have to prepare for work when the
youngest child turns two and actively look for work from when the
youngest child turns three.
From April 2017 there will no longer be a family element added
to tax credits or family premiums added to Housing Benefit.
Income thresholds for Tax Credits and work allowances in
Universal Credit will be cut and the rate that earnings are taken
into account increased. This will mean a cut in Tax Credits or
Universal Credit if you have earnings from work.
From April 2017 new claims for Employment and Support
Allowance will no longer receive an added amount if assessed for
the work related group (the support group will continue).
There will be no housing support in Universal Credit for single
people aged 18-21 who are out of work. There will be a few
exemptions including parents whose children live with them,
claimants who have been in continuous employment for the
preceding six months and others deemed to be vulnerable.
The benefit cap will reduce to £20,000. This is the total amount
of benefits payable to you as a household.
There are some exemptions that include people with long term
disabilities or if you are of pension age.
www.weslo-housing.org
3
Ann Kerr, Weslo’s Welfare Rights Officer, has been operating welfare
rights surgeries in Bo’ness, Whitburn and Broxburn for some time. She
also deals with a large number of referrals from housing officers and
requests from tenants themselves to provide advice and assistance on
benefit matters.
In the two year period between 2013 and 2015, tenants who were
advised by Ann benefited from an additional financial gain of £463,235.
This is a fantastic return that looks to be exceeded this year as the
financial gain reported to 31 August 2015 already stands at £128,389.
FINANCIAL GAIN
2013/14
2014/15
Welfare Benefits
£147,148
£228,648
Discretionary Housing Payment
£77,029
£3,318
Social Welfare Fund
£3,127
£3,640
Warm Home Discount Scheme
£2,680
£2,645
£229,984
£238,251
TOTAL
Reminder – Right to Buy is ending
for all tenants of social housing in
Scotland on 1 August 2016.
If you have been thinking about buying your home
from Weslo please remember that the ‘Right to Buy’
will end for all council and housing association
tenants, including Weslo’s, in Scotland on 1 August
2016. Tenants with a right to buy that they are
allowed to use will have until 31 July 2016 to do so.
While many Weslo tenants qualify for
the right to buy their home, not every
tenant can actually exercise that right.
If you need more information or have
any questions please contact
Margaret Walker on 01506 639121
or email
margaret.walker@weslohm.co.uk
You can also get further information at:
• The Scottish Government
www.scotland.gov.uk/Resource/
0046/00463751.pdf
• Shelter Scotland
www.scotland.shelter.org.uk
4
weslonews
Weslo Website Turns New Page
Have you seen our new
website that was
launched on 23
September? If you
haven’t seen it yet why
not check it out at
www.weslo-housing.org
and let us know what
you think.
The website welcomes visitors with
bold colours, a clean design utilising
animated imagery, while also staying
focused on the content so that users
are provided with the most accurate
information available.
Created with you firmly in mind, the
website has been designed using the
latest technology so that it is browser
and device compatible, allowing
automatic page resizing without the
loss of functionality, or viewing quality.
Weslo’s ICT manager, Kevin Cairns, said:
“This new website reflects the
vibrant, forward thinking nature
of the organisation, while
ensuring that page navigation
is simple and clear. The
technology will also allow for
the creation of functionality
such as a secure portal that
will allow tenants and owners
the facility to safely view their
accounts online, something
that we will begin the
development of shortly. ”
DATES FOR YOUR DIARY
The Bathgate and Bo’ness Offices will be closed on the following dates:
Friday
Monday
Friday
Monday
Friday
Monday
Monday
Monday
25 December 2015
28 December 2015
1 January 2016
4 January 2016
25 March 2016
28 March 2016
2 May 2016
23 May 2016
The website will be regularly
updated to ensure that the most
recent information is readily accessible
for any visitor looking for information on
Weslo Housing Management. We
would encourage users to provide
feedback either by using the online
web survey or general comments
facility.
Check it out now at
www.weslo-housing.org
www.weslo-housing.org
5
WESLO ANNOUNCES NEW BOARD
APPOINTMENTS
Weslo Housing
Management is governed
by a Board of 12
Directors. It is made up of
four Tenant Directors, five
wider community
representatives and three
Executive Directors.
In April 2015 John Spraggon
(below) retired from his position as
Vice Chair of the Weslo Board after
12 years. Peter Robson, Weslo’s
Chairman, thanked John for his many
years of service to Weslo. He said,
“… his contribution had been
invaluable and attendance
record had been excellent. The
Chairman noted everyone’s
gratitude and sadness at his
departure.”
John was presented with a gift and
card on behalf of the Board and
colleagues at Weslo.
This resulted in a vacancy for a
community representative and a need
to appoint a new Deputy Chair to
strengthen the governance
arrangements for the company.
Kate Dewar (above) who joined the
Weslo Board in 2012 has been
involved with Weslo since its inception
was appointed Depute Chair. Kate is a
practising solicitor acting in the
commercial and business sector with
over 20 years’ experience. She has
acted for registered social landlords,
local authorities and the Scottish
Government in all aspects of social
and affordable housing including
governance, constitutional structures,
housing supply and development and
housing management.
Brenda Higgins, (above, right) who
has served on the Weslo Initiatives
Board (the organisation’s private
rented sector subsidiary) since 2012
was also elected to join the Board of
Weslo Housing Management. She
brings with her over 30 years’
experience within the housing sector
having worked in a number of housing
organisations and is a Fellow of the
Chartered Institute of Housing.
Weslo chairman Peter Robson said:
“We are extremely pleased to
welcome both Kate and Brenda
to their new positions. Both
women bring with them a
wealth of industry experience
and I am confident the new
appointees will be great assets
for the organisation. I look
forward to working with Brenda
and Kate to achieve Weslo’s
objectives and strengthen the
organisation going forward.”
John’s retirement created a vacancy
on the Board of Weslo Initiatives and
Rebecca Johnston, (below) who is
the Operations Director of Safe
Deposits Scotland, has been
appointed to the board.
6
weslonews
Bringing staff together
Feedback from staff has been very
positive and comments included:
“Had a good time, got a chance
to catch up with staff that I
don’t see on a frequent basis
in a relaxed environment”
… Alan MacKay
“Fantastic day, great
atmosphere and a good
opportunity to get to know my
colleagues better”
…Ashley Millan
“The afternoon was very good
and most enjoyable. Staff
forum team did a great job and
should be congratulated”
... Graeme Murray
IN THE SPRING EDITION OF WESLO
NEWS WE TOLD YOU THAT A STAFF
FORUM HAD BEEN SET UP TO
ENSURE THAT EFFECTIVE
CONSULTATION AND INVOLVEMENT
BECOMES AN INTEGRAL PART OF
OUR CULTURE. THE EIGHT
VOLUNTEERS ARE: BRIAN ANGELL,
DAVID MAIN, DAVID WILSON,
GORDON RAYMOND, JACKIE
FERGUSON, JADE COOK, LINDA
GIBSON.
On 25th September the forum
members organised Weslo’s first staff
fun day at nearby Beecraigs Country
Park. The weather was very kind to us;
this was especially welcome as the
event kicked off with a BBQ followed
by a choice of three outdoor teambuilding activities – archery,
orienteering and rock climbing that
were facilitated by staff from Lowport
Outdoor Centre in Linlithgow.
The forum also organised a raffle for
staff which raised in excess of £430
in aid of Dogs Trust West Calder,
Weslo’s Charity of the Year. The raffle
was drawn at the end of the away day
and Lesley Shade was the lucky
recipient of a Hotel Connexions
voucher.
www.weslo-housing.org
7
Safer road side for users
Weslo wish to thank their partners in the joint venture in
regenerating the verges on Bathgate Road, Blackburn. As
you can see from the ‘before & after’ pictures, this work
has completely transformed one of Blackburn’s main
thoroughfares. The Scottish Government, West Lothian
Council’s Neighbourhood Environment Team, Community
Action Blackburn, West Lothian Youth Action Project,
Blackburn Community Council and Weslo have all
combined their efforts and the spectacular results are
there for all to see – Well done everyone!
Before
Mrs Rungfa Clarkson of Bathgate Road, who we see
below in the after shot, was delighted with the
improvement. She said,
“It’s much prettier than before
and as traffic and children are
now much more visible, it’s much
safer too.”
After
WESLO’S 21ST ANNIVERSARY
CELEBRATION TENANT DRAW
To celebrate 21 years of Weslo, all tenants as at
1 December 2015 will be entered into a free
prize draw. Six lucky tenants will be drawn at
random and each will be presented with a food
hamper from “Steins the Butchers” in Bathgate
in time for Christmas.
Details of the winners will be announced on www.weslo-housing.org, Facebook and Twitter.
Over the next few months we will be recognising tenants who have been with us since we took over the West
Lothian stock on 1 March 1994 with a small gift as a token of our appreciation.
Look out for photos in spring edition of weslonews
8
weslonews
Weslo appoint first office
based apprentice
MODERN APPRENTICESHIP is
work-based training towards an
industry approved qualification
that is available to young people aged
16 – 24. It gives them the opportunity
to ‘earn and learn’, develop skills,
experience and qualifications.
Every company needs new people
to generate new energy and Weslo is
no different. Giving people the
opportunity to succeed is at the heart
of our ethos and we recognise the
value young people can bring. They can
often shed light on current trends and
help us keep up with the latest
technology or working practices.
Investing in young people brings us
returns in commitment and loyalty. By
investing in young people we reduce
the risks associated with unplanned
retirements, staff absences and skill
shortages. Modern Apprenticeships can
help give our workforce the right mix of
skills. It also demonstrates our
continuing commitment to young
people especially following our recent
Investors in Young People award.
Jennifer, who has already achieved
Scottish Credit and Qualifications
Framework (SCQF) Level 4 core skills in
communication, numeracy, information
technology, problem solving and
working with others will benefit from
day to day practical experience in the
office while studying for the following
qualifications:
A
AFTER A RIGOROUS SELECTION
PROCESS JENNIFER MAIN WAS
RECENTLY APPOINTED ON A TWOYEAR FIXED TERM CONTRACT AS
WESLO’S FIRST MODERN
APPRENTICE IN HOUSING.
• CIH Level II in Housing Practice
• Scottish Vocational Qualification
(SVQ) Level II in Housing
The objectives of the apprenticeship
are to increase the individuals’ life
chances, demonstrate Weslo is
socially responsible and raise our
community profile.
Jennifer who previously worked on a
factory production line said
“After leaving school I attended
West Lothian College for two
years where I obtained a
Higher in Social Care. During
my placements I found that I
formed emotional attachments
to some of the elderly clients I
was caring for. I found it
increasingly difficult to detach
myself from them emotionally
so I moved to work in the retail
industry for a short period
before moving to Mitsubishi in
Livingston where I worked for
18 months on the air
conditioning assembly line.
While enjoyable, I couldn’t see
myself doing this forever and
when exploring new
opportunities I came across
Weslo’s advert for a Modern
Apprentice in Housing. After
some research, I thought that
housing would present me with
the long term career prospects
I was seeking while allowing
me to use some of the topics
that I had studied; these
included communication,
problem solving and working
with others – all relevant core
skills for working in housing.
Having started in June, I don’t
think that this is a decision
that I will regret and I look
forward to having a career in
housing, wherever that might
be in the future.”
www.weslo-housing.org
9
Staff celebrate 21 years of Weslo
Weslo Board members and staff
were welcomed to the ninth annual
away day by Mike Bruce, Chief
Executive, on 1 October at Houstoun
House Hotel, Uphall.
Directors and Managers spoke about the company
performance in the past year and on the challenges that
tenants and staff have to deal with on a daily basis;
especially the changes in welfare reform. These changes
will continue to impact on our performance in the coming
years as further reforms are implemented. Managers also
spoke about how the introduction of the new IT system
had affected working practices in their departments. There
was also a light-hearted look back at some of the changes
that have taken place in the 21 years since Weslo was set
up. In those 21 years Weslo has spent £45m on improving
its existing houses or providing new ones and increased its
turnover from £4.1m to £9m annually (most of which is
spent in the local economy).
• Aaron Armit for completing the Advanced Craft
Carpentry and Joiner.
• Donna Jack, Gillian McAllister, Pamela Menzies and
Jessie McCue who all successfully completed SCQ
level 7 – Professional Development award in Housing
Law Advice.
• Pamela Menzies and Julie Cairns who completed the
Institute of Leadership and Management (ILM) Level 2
Award in Leadership and Team Skills.
Mike Bruce went on to thank the 12 members of staff who
had been with Weslo since the start in 1994, and Peter
Robson, who has been on the Board since the start, for
their commitment and loyalty to Weslo.
Peter Robson, Weslo’s Chair, then presented awards to
nine staff in recognition of their success in gaining further
qualifications; they were:
• David Wilson for successfully completing a Microsoft
SQL Server 2012 course and receiving a MCP
qualification.
• Declan McMillan for completing – Level 3 SVQ in
Natural Gas Installation and Maintenance (ACS).
Above we see the “originals” – Mike Crozier, John
Rankine, Marion Reynolds, David Jordan, Margaret
Walker, Peter Robson, Janice Gray, Jessie McCue,
Pamela Menzies, Lesley Shade, David McLaren, Mike
Bruce and Douglas Drummond.
10
weslonews
Staff Changes
ANNE MCKAY
I was appointed to the newly created post of Clerical Officer in June 2015
providing clerical support to the Welfare Rights and Owner Liaison Officers.
The job is completely different to the work I undertook with West Lothian
Council where I worked for a year on temporary contracts after being
employed in the retail sector; now I am liaising with owners and tenants on a
range of matters.
I was delighted to have secured a permanent position and am enjoying
the challenges that the job presents. One of the most enjoyable aspects of the
job is working closely with Ann Kerr, the Welfare Rights Officer, to maximise
tenants’ income.
Being part of Weslo gives me great satisfaction and I look forward to
developing my career in housing.
JENNIFER MAIN
I recently started a two year Modern Apprenticeship in Housing with Weslo.
This is a new post in the company that I hope will lead to a career in housing
in the future.
Before joining Weslo I was a machine operative with Mitsubishi, Livingston,
and looking for a change. At the moment I am working with the estate
management teams and am enjoying the variation that each day brings. I have
started college and am enjoying meeting other apprentices and sharing
experiences with them.
ALAN SEMPLE
Before joining Weslo I worked for Nationwide Building Society for four years in a
few different roles, with my final one being a Team Manager within the
Complaints Department. Although I enjoyed my time with the company and
gained great experience, I wanted to return to the Accounting and Finance
world, having studied this prior to joining Nationwide. An excellent opportunity
arose at Weslo, allowing me to begin a career in Accounting as well as gaining
invaluable experience within the housing industry and I am really enjoying my
new role as Assistant Accountant.
www.weslo-housing.org
New office provides
opportunity
for expansion
WORK HAS BEEN UNDER WAY TO REFURBISH THE
PROPERTY AT 64 NORTH BRIDGE STREET, BATHGATE,
IN ORDER TO EXPAND AND PROVIDE IMPROVED
FACILITIES FOR STAFF. WE EXPECTED THAT THE WORK
WOULD BE COMPLETE AND THAT WE WOULD BE
OCCUPYING THE PROPERTY SOME TIME IN NOVEMBER
BUT SOME UNFORESEEN PROBLEMS CROPPED UP
THAT RESULTED IN THE TIMESCALE EXTENDED.
Some of the problems encountered by the contractors
revealed that underpinning work was necessary to our
original building at 66, the boundary wall between 64 and
62 had to be dismantled and completely renewed and dry
rot was found in the building. This meant that plaster walls
and ceilings had to be stripped out and treated before new
plasterwork was applied.
Despite the additional works that have been identified,
you can see that the contractors have been busy and
we remain optimistic that we will be in occupation in
time for Christmas.
11
12
weslonews
Housing – not just a desk job
By John McClarey, Business Development Officer, Chartered Institute of Housing
he average office mundane
morning routine of checking
into Outlook doesn’t last long
on housing’s front line. Once
the day is planned and visits have
been scheduled in with tenants,
prospective customers,
complainants, victims amongst a
multitude of others it’s out on the
road to prove that the career is
definitely not just a desk job.
T
Chartered Institute of Housing
Scotland staff shadowed Weslo’s
housing officers, Pamela Menzies,
Julie Cairns, Jessie McCue and Linda
Gibson to experience life on the front
line which provided a fascinating
insight into the issues, challenges and
heart warming situations housing staff
are faced with. We’ve documented
one particular day on the front line
with Pamela.
Like any industry, safety is
paramount and as we donned the
high viz vests to walk through the
maintenance yard to the pool car I
listened to Pamela map out her day
and what lay ahead for us. First off it
was a visit to a prospective tenant
where we met a man who had been
staying at his son’s residence and
had been ‘couch surfing’ for the past
six months. He had been made
homeless after the breakdown of his
relationship.
With a house already earmarked,
this was a procedural visit to complete
the formalities but the main aim was
a rapport building exercise. It was
seen as an opportunity to connect to
the customer and to be open and
honest with each other so that neither
party is met with any major surprises
further down the line. Even when
conversation shifted towards more
awkward subjects like criminal history
and previous references, these were
approached in a manner that put
everyone at ease as opposed to the
customer adopting a more defensive
stance. Once the i’s were dotted and
t’s were crossed, and of course
subject to references, it is likely the
customer will come off the housing
shortlist and into occupancy. I thought
back to something I had heard before:
that getting off on a good footing at
the start of is the best way to ensure
a smooth tenancy, which was in
evidence here.
NEXT UP WE HAD A COUPLE OF ‘NO
ACCESS’ CALLS. ONE TENANT WAS
HEAVILY IN ARREARS AND IN THE
MIDDLE OF COURT PROCEEDINGS,
THE OTHER A PROSPECTIVE
TENANT. THE FIRST NO SHOW,
WHICH WAS UNDERSTANDABLE AS
THEY MAY WISH TO AVOID THE
AWKWARD CONVERSATION BUT
WITH PAMELA'S TENACITY AND
PERSISTENCE I DOUBT HE’LL STAY
HIDDEN LONG. THE OTHER WAS A
MYSTERY – WHY ARRANGE A VISIT
TO CONDUCT A NEEDS
ASSESSMENT FOR A POTENTIAL
HOUSE AND THEN NOT SHOW UP?
IT WORKS BOTH WAYS AT THE
START OF A TENANCY.
www.weslo-housing.org
The most enjoyable visits of the
day were the ‘settling in’ visits, happy
tenants relayed their joy of moving
into a new home and conveyed their
appreciation and thanks to their
housing officer for all their help. Again
this was another opportunity for
relationship building and gave the
tenant the sense that they had a
landlord who was willing to sort out
the minor problems that often come
with moving into a new property. They
wanted to tailor their communication
channels to suit the customer whether
it be e-mail, text or a letter, and most
of all cared about their feelings,
asking not only about their home
status but taking a genuine interest in
their lives.
What became apparent throughout
the day was the scope and variety of
the work of a housing officer. With job
roles beginning to blur the housing
officer’s role was considerably more
than the rent collector they are often
perceived as. Advising tenants with ill
health, relationship counselling,
dealing with anti social neighbours,
drug related problems, house
adaptations carried out by
occupational therapists with the input
of the housing officer, money
management advice and various other
issues tackled on a daily basis.
WE ALSO HAD A NUMBER OF CALLS
THAT CENTRED ON THE ISSUES OF
RENT ARREARS. PAM EXPLAINED
THAT GETTING IN EARLY AND USING
PROACTIVE MEASURES PROVED
MUCH MORE EFFECTIVE IN HER
EXPERIENCE. A PARTICULAR
CLIENT HAD A HISTORY OF FALLING
BEHIND IN RENT SO IT WAS OF
PARAMOUNT IMPORTANCE THAT
PREVENTATIVE ACTION WAS TAKEN
AS OPPOSED TO THEN REACTING
TO LETTING THEM FALL WAY
BEHIND IN THEIR RENTAL
PAYMENTS TO THEN HAVING TO
FIGHT THEIR WAY BACK TO CREDIT.
Others simply didn’t have the
money to pay and pleaded for time,
such as an unemployed young man
with a dog, whose personal
13
circumstances had affected his ability
to sustain his rental payments. This is
where judgement and discretion are
necessary for the role. The housing
officer has to decide the best way to
approach the situation and on this
occasion the best plan of action was
judged to be to arrange an
appointment for the young man with
the local welfare rights officer as well
as advise that he seek medical help
to build his confidence back up.
Having listened to the details of his
situation and his proposal to change
the tenancy to a joint tenancy with his
partner, who he assured would be
making the next contribution to the
rental payment, Pamela was happy to
re-schedule another visit and assess
the situation when hopefully his
circumstances have improved.
One of our brief visits was to
investigate a complaint that had been
made by a resident in the local area
who wasn’t a Weslo tenant. Grass
cuttings had been left strewn across
the path after some routine
maintenance work and the resident
Above we see some of the estate management team with John. Left to right: Julie Cairns, Nicola Hughes, Lesley Orr,
John McClarey, Jessie McCue, Pamela Menzies and Brian Faller.
14
weslonews
Housing – Not just a desk job
was unhappy with the results. As
Weslo managed the maintenance
contract in the area they explained
that they would endeavour to sort the
problem out and ensured the situation
would be rectified. This served as
another indication on the scope of
work carried out by the profession and
highlighted the diversity of the role by
again acting as intermediary.
With our second settling in visit,
Pamela was again given a warm
welcome by a couple who were very
pleased with their new home which
better suited their needs. Having been
long term tenants, even their dog
seemed to recognise Pamela. Again
they outlined some minor issues they
would like resolved, another few
issues for Weslo’s in-house
maintenance team to handle, yet
more for Pamela to document on her
return to the desk. The conversation
made its way to health issues and
again, having background knowledge
of the service user, the housing officer
was given another task: to be on site
when the occupational therapists visit
to suggest some house adaptations
that will make the tenant’s life easier.
On our final visit I saw first hand a
practice Weslo have become
renowned for, a transfer visit in which
Weslo first allocate available houses
to current tenants in need of a new
property. With three children sleeping
in one bedroom, the family were in
need of extra space. The father once
again had a great relationship with his
housing officer and was more than
willing to listen to the demands and
carry out the repairs necessary to
hand the property back in an
acceptable condition. With several
issues highlighted and a final exit visit
scheduled in we made our way back
to the office.
IN EACH OF THE PROPERTIES WE
VISITED LAY A COPY OF WESLO’S
MONTHLY NEWSLETTER,
HIGHLIGHTING THAT SMALL
METHODS OF TENANT ENGAGEMENT
CAN MAKE BIG GAINS IN THE
RELATIONSHIPS. MAXIMISING THE
POTENTIAL OF THESE
RELATIONSHIPS HAS A BIG PART TO
PLAY IN MINIMISING ARREARS.
Throughout the day the need for
health care, social care, housing and
other agencies to work together to
deliver an effective service for the
community was abundantly clear.
Integration in the third sector could
start by harmonising the language
used, service user, tenant, customer,
patient, resident, occupant, etc. –
they are all one in the same with
different labels. Standardising the title
of the service users would lead to less
confusion and a more holistic
approach through a combined
knowledge-sharing portal which would
be massively beneficial for improving
the overall welfare of our society.
Each member of the CIH Scotland
team gained a vital insight into life on
the front line from their day with
Weslo’s housing officers and, with no
two days the same, we all
experienced different elements of one
of the country’s unheralded
professions.
www.weslo-housing.org
15
Gas Safety
Weslo, as your landlord, adheres to The Gas Safety Installation & Use
Regulations 1998 – the approved code of practice guide. The Gas Regulations
state that we have to ensure that gas installations and appliances installed in
your home are checked for safety every 12 months.
IT IS VITALLY IMPORTANT FOR YOUR SAFETY THAT WE
CARRY OUT AN ANNUAL GAS SAFETY CHECK ON GAS
APPLIANCES, FITTINGS AND FLUES TO ENSURE THAT
THEY ARE SAFE TO USE AND THAT YOU ARE SAFE IN
YOUR HOME. THE LAW ALSO APPLIES TO YOU IN
ENSURING THAT YOU ALLOW US ACCESS INTO YOUR
HOME TO CARRY OUT THE CHECKS.
When your safety check is due we will write to you with
an appointment to let you know when we will be calling
at your home. If this appointment is not convenient
simply contact us to arrange an alternative date for us
to visit you.
Our engineer will then call round at the arranged date
to carry out the work. If you are not in, the engineer will
leave a no access card and a letter will be sent asking you
to contact us to arrange another visit at a convenient time
for you.
Despite all our endeavors to arrange a mutually
agreeable date to carry out this vital service, in the past
12 months 360 tenants failed to provide access on the
scheduled dates. We cannot stress enough the importance
of this annual safety check; it is vital for your safety.
The last thing that we want to do is disconnect the gas
supply and leave you without heating simply because you
do not provide access but in some circumstances this has
been necessary.
GAS ESCAPES
If you smell gas, think you have a gas leak, or are worried
that fumes containing carbon monoxide are escaping from
a gas appliance, please call the free Gas Emergency
Services immediately on 0800 111 999 (this is a 24 hour
emergency line).
If you smell gas, or suspect there is a gas escape,
you should immediately do the following:
• Open all doors and windows to ventilate the property.
• Do not turn on/off any electrical switches.
• Extinguish all naked flames, do not smoke, strike
matches or do anything which could cause ignition.
• If there are any electrical security entry phones/locks,
please open doors manually
• Shut off the gas supply at the meter control valve (if
you know where it is).
BETTER SAFE THAN SORRY
We do not want to be alarmist but faulty appliances can
cause explosions and can also give off poisonous carbon
monoxide fumes, with the possibility of fatal
consequences. We would remind you that you also have a
legal duty to allow Weslo staff into your home to carry out
annual gas checks.
PLEASE ENSURE WHEN YOU RECEIVE YOUR LETTER
YOU ENGAGE WITH US AT THE FIRST POSSIBLE
OPPORTUNITY TO ARRANGE SUITABLE ACCESS;
THIS WILL SAVE OUR ENGINEERS MAKING
ABORTIVE CALLS AND REDUCE THE RISK OF OUR
HAVING TO FORCE ACCESS OR CAP METERS
WHERE ACCESS HAS NOT BEEN POSSIBLE.
To contact our Repair staff you can telephone:
01506 634060
and press option1 for repairs or
01506 639143
to report a general repair or
01506 639144
to report a gas related repair or discuss a gas
service call.
16
weslonews
COMPETITION CORNER
Just add your name and address at the bottom, cut out
your completed entry and send it to Margaret Walker at
66 North Bridge Street, Bathgate, EH48 4PP
by Friday 27 November 2016. Good luck!
Thanks to all of you who returned completed
entries for the Sudoku competition in the
spring edition of Weslo news. Congratulations
to Sharon Martin of Fauldhouse who
submitted the winning entry.
Sharon who chose a £25 gift voucher for Asda told us,
“That is the best news I have had in a long time,
I am not used to winning things, more used to
being on the butt end of things so this is just
lovely. This couldn’t have come at a better time.
Thank you once again, that has made my night.”
Name: ................................................................
Address: ............................................................
..........................................................................
Contact tel: ........................................................
You too could win a £25 gift voucher for a store
of your choice by correctly completing the
Sudoku puzzle on the right.
Email address: ....................................................
..........................................................................
Reporting emergency repairs outwith office hours, including weekends and holidays please call:
General Repairs: 01506 639143
Gas Related Repairs: 01506 639144
National Gas Emergency Service for gas leaks – Freephone 0800 111 999
Scottish Power – 0845 272 7999 (Energy Network Faults and Emergencies)
Our office opening hours are: Monday – Friday 8.30am – 4.30pm
Weslo Housing Management 66 North Bridge Street, Bathgate EH48 4PP
T: 01506 634060 F: 01506 639122 E: enquiries@weslohm.co.uk
Weslo Housing Management
www.weslo-housing.org
@weslohousing