Our staff provide housing advice to applicants and tenants. For applicants, we will provide advice using the Housing Options model to ensure all possible options for housing are discussed. For tenants, staff will provide general advice and assistance on Housing and for more complex cases, we will signpost to GCC, Citizens Advice, Shelter and others for specialist advice.
We provide a factoring service to over 1,200 owners, managing properties and supporting owners. We consult owners in terms of future investment and have a quarterly owner’s forum to discuss topics of interest. We benchmark our management fees against other local Housing Associations and our fees are very competitive within the sector and less than Private Factors.
We are currently in the process of reviewing our day to day repairs service to look at our processes and procedures, this is to ensure Value for Money as well as a more positive experience for our customers. We have recently carried out a customer satisfaction survey for the tenants who have been involved in the new process of repairs reporting and 93.75% were happy with the service they received.
We currently have a 24 hour Concierge service that covers our multi-storey flat areas 365 days per year.
• Cleaning the multi-storey flat and deck access communal areas
• Clearing out empty houses in the multi storey flat area
• Assisting tenants
• Maintaining and preparing the bin area for cleansing uplift
• Safety patrols around our areas and offices
• Monitoring our CCTV
• Assistance at weekends for our elderly tenants
Our concierge provide emergency support out with office hours and tenants and staff provide very positive feedback on this service. The quality of the service has been recognised by Keep Scotland Beautiful who awarded 5 Gold and 9 Silver National Awards for Environmental Excellence to our multi-storey blocks, which was a first for a Housing Association.
We provide a handyperson service to all tenants who are over 60 or disabled. This is a free service that can be utilised to assist with small repairs such as putting up curtain rails, changing a light bulb or fitting a shelf. The tenant provides the materials and labour is provided by ng homes.
Welfare Benefits and Budgeting Advice Service
We want to ensure that our tenants receive advice and assistance about benefits. We use Greater Easterhouse Money Advice Project (GEMAP) to provide a welfare benefits service to our tenants. This service is available in both our Springburn and Possilpark offices. The service is available to all of our tenants and referrals can be made from the tenants themselves or a third party.