Last updated: 06 August 2020
Important Service Update
Office opening update: Following the First Minister's announcement last week the reopening of our offices is now unlikely to take place before 14 September. The phased exit from lockdown is under constant review and our staff team remain working from home in line with Government advice.
We are now in the extended Phase 3 of the route map out of Lockdown and our focus is to work towards resuming all of our services maximising safety for Staff, Customers and Contractors who provide services on our behalf. Our priority will be monitoring Scottish Government advice and complying with all guidance regarding house moves, lettings , repairs and the resumption of services to customers. We will update you again when we move into Phase 4 of Lockdown with timescales for re-opening our offices.
Restarting our Repairs Services
In line with Scottish Government guidance, we will be recommencing a return to a full maintenance service from Monday 3rd August. This will include moving forward with safety contracts such as smoke alarm upgrades and electrical testing. We will also begin work on the backlog of non-emergency repairs that remain outstanding. Our staff and contractors have been trained to ensure that entering your home is as safe as it possibly can be. We ask that you take some time to read the attached guidance which clearly outlines the responsibilities and expectations of all parties involved in the process. Safe working can be summarised within the short video at https://bit.ly/AHASafeworking
If you are experiencing any Covid related issues then you should inform us should we require access. We ask for your patience and understanding as we work through this process.
Download our Guide to Restarting Services
Change of Contractor
Since September 2017 Ardenglen Housing Association has been working in partnership with Mears to deliver all aspects of our response repairs service. In May 2020, the contractor unexpectedly announced their decision to terminate this contract with effect from 20th July 2020.
Since that time we have been working to ensure that the high levels of service currently enjoyed by you are maintained beyond the termination date. To this end we have called upon the services of 3 contractors that are known to us and have a track record of delivering high customer satisfaction rates. We are looking forward to working with Power-lite, Bells and L&D over the remainder of this financial year. It is our expectation that this transition should be seamless for you and we will ensure that you see no deterioration in either our response times or quality standards.
This interim arrangement will enable us to undertake a full re procurement exercise with a view to a new contract beginning on 1st April 2021. In order to fulfil our legislative requirements, we will ensure that our requirements going forward are publically advertised and subsequent bids are graded both on price and quality, thus achieving the best value for money.
Open Letter from Kevin Stewart, Minister for local Government, Housing and Planning to social housing tenants in Scotland
The Scottish Minister for Housing in Scotland has written an open letter to tenants. Read the letter in full here.
Coronavirus: Information and Advice for Customers
Our office and community hall are currently closed to the public
Our staff are all currently working remotely and should be available to assist you over the phone or by email during our normal working hours of 9am to 5pm Mon to Thursday and 9am to 4pm on a Friday.
Community Information Hub during Covid 19
We have created a hub which provides information and details of what support is available to you and your families during uncertain times during the COVID-19 Pandemic and covers local as well as city-wide support & information. Click here to access the information hub.
What services are we still providing?
- Full Repairs Service – You can report a repair by calling our repairs hotline on 0300 303 8000 or alternatively email firstname.lastname@example.org . You can also report a repair here. If you want to report an emergency repair out-with office hours, please contact City Technical for emergency heating and hot water repairs on 0333 2020708 and all other out of hours emergency repairs to City Building on 0800 595595
- Annual Gas Servicing - We are still working through our Annual Gas Service appointments . As soon as you receive your letter about gas servicing, please get in contact with City Technical or a member of Ardenglen staff. The earlier you get in contact with us, the better.
- Tenancy Issues and Welfare Rights - We are operating telephone-housing application interviews, welfare rights service and all staff are working from home and are available to take calls from tenants on any matter troubling them either related to their tenancy or support needs.
- Rent Advice and Payment Options - We appreciate that this is a difficult time for our tenants and you may be experiencing financial difficulty. If your family income has been affected by the covid-19 pandemic and you have not yet contacted your housing officer for advice then please do so as soon as possible. We are here to help. Our staff can provide you with advice over the phone and hopefully help you to cope with any changes in your circumstances.
We can also take rent payments over the phone if you are unable to leave the house or advise you on other rent payment options. For more ways to pay rent click here http://www.ardenglen.co.uk/howtopay.html
Are you struggling financially?
We are keen to hear from tenants who have been financially affected by Covid 19. If the government restrictions have had an impact on your financial circumstances and you are struggling to pay rent and/or bills, please get in touch, we are here to help you. We can discuss your personal circumstances with you, provide advice, signpost to other agencies or set up affordable payment plans. We can also schedule a phone call for a few weeks’ time when you know more about what benefits you will receive or your employment status.
If you think, your income is going to be reduced as a result of the Coronavirus you can apply for Universal Credit (UC) and you should do this right away.
This covers circumstances such as:
- You are in work, not claiming benefits, but cannot work due to Coronavirus.
- If you’re already claiming benefit including changes to health assessment
- There is an increase to the award for UC and working tax credit
- Info on the self-employed income support scheme.
- Information on making a new claim for UC
To find out more from DWP, Universal Credit and Statutory Sick Pay click here
We have been working with Glasgow homeless team to offer empty flats to those requiring temporary accommodation during the crisis and we have been delighted to help on a few occasions.
We have been saddened to hear that some residents are not abiding by Government Restrictions and having visitors/parties at their properties. We urge tenants to listen to the stay at home advice and keep up to date with Government restrictions to help keep yourself and others safe and healthy.
If you are affected by noisy parties please report these to the Police by calling 101 whilst they are happening. This will allow the police to deal with the situation as soon as possible.
The following services will continue as normal:
- Green bin - General waste bin collection – Every Tuesday
- Blue bin - Recycling bin collection- Fortnightly, Saturdays
Glasgow City Council suspended their collection of bulky waste on Thursday, March 19, 2020 at 12 noon until further notice.
While the suspension of bulk uplift is in place please do not leave items on the street. These items will not be collected. Please leave any unwanted items safely on your own property such as your back garden or your back court and remain mindful of any fire risk.
Whilst adhering to the Government advice on social distancing, please share the above with any neighbours who may not have access online to this information. For more information or updates on waste collection please visit GCC website https://glasgow.gov.uk/coronavirus
Our close cleaning contractor Caledonian are now back to cleaning the common close areas. The service is being provided at the same specification as prior to lockdown. In order to carry this out, the contractor will be observing strict social distancing rules so please keep a 2 metre distance from all operatives should you see them working. Staff continue to monitor the contract so please let us know if you are unhappy with anything.
We are working closely with the landscaping section of Caledonian to ensure a safe return to work to maintain back court areas and gardens.It is likely there will be additional vehicles required to fulfil the contract obligations. They are also working to ensure staffing resources are increased across all contracts to tackle the backlog.
Caledonian maintenance vans will be in the area from THURSDAY MAY 21 starting to prepare the area for landscape services from 1st June. Operatives will be removing bulk items that would prevent them from carrying out their work. We ask tenants not to start to put additional bulk out as the Glasgow City Council bulk uplift service has not YET RESUMED and we do not know when this will be.
If operatives cannot carry out their duties in line with social distancing rules they will skip your close or garden.
Our planned investment works for 20/21 are suspended for the moment. This recognises the government advice that has been issued to the construction sector to suspend all non-essential projects. This position will be reviewed should there be any change in national position.
If you have developed a new continuous cough and/or a fever/high temperature in the last 7 days, stay at home for 7 days from the start of your symptoms even if you think your symptoms are mild.
Phone your GP or NHS 24 (111) if your symptoms:
- are severe or you have shortness of breath;
- worsen during home isolation;
- have not improved after 7 days.
You should also phone your GP or NHS 24 (111) if you develop breathlessness or it worsens, especially if you:
- are 60 years old or over;
- have underlying poor health;
- have heart or lung problems;
- have a weakened immune system, including cancer;
- have diabetes.
If you have a medical emergency, phone 999 and tell them you have COVID-19 symptoms. To protect yourself and others, it is best to:
- Wash your hands with soap and water, or use a sanitiser gel.
- Always carry tissues with you and use them to catch your cough or sneeze.
- Bin the tissue.
For the latest public information on coronavirus visit: www.nhsinform.scot/coronavirus
Information for people who are Shielding
If you are at higher risk of severe illness from COVID-19 and need support with shielding, please contact Glasgow Shielding Response Team on 0141 276 1185 or
Email: ShieldingResponse@glasgow.gov.uk . The team are available everyday 9 to 5pm.
They will be able to arrange for food and medicine deliveries if you need them, and signpost you to other support services.
You can find more advice on shielding on NHS Inform.