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Hillcrest NewsTenants’ Newsletter December 2019

Substance misuse: working together to address it page 4

Your most frequent festive queriespage 8

Benefits updates and info page 9

Foreword

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I’d like to give you a very warm welcome to the last Hillcrest News of this decade!It seems like it was only last week I was putting pen to paper writing the introduction to last December’s newsletter. They do say time flies when you’re having fun, and it’s certainly been a huge year for us that we can look back on with pride.

We’ve seen fantastic new housing developments being completed, new projects like the tenants’ app take shape - which you can read about below, our huge rebrand rolled out and much more.

Of course, all of this wouldn’t have been possible without the help of our tenants. You’ve o�ered us your valuable opinions, feedback and your help in showing us how we can make our services even smoother, so I’d like to say thank you from everyone at Hillcrest.

We’ll have many more great things to look forward to in 2020, and as always we’ll have our tenants by our side as we step into a new decade!

Have a fantastic festive period and very happy New Year.

Angela LintonChief Executive, Hillcrest

App-earing soon on a mobile device near youWe have a tenants’ app on the way! Soon you’ll be able to pay rent, get in touch and access all sorts of info and more with a few taps right on your smartphone.

Tenants from our Interested Tenants Register got hands on with the app in May this year, where they tested it and o�ered feedback for further improvements.

The app is scheduled to be released in spring 2020, so keep your eyes open for it!

Forced entry to properties for gas & electrical safetyBy law we must inspect and service your property’s gas appliances annually and carry out an electrical installation check every five years. Unchecked appliances could pose a risk to you, your family and your neighbours.

If we haven’t been able to get access to a property, on rare occasions we may have to force entry, and you will be billed.

We will always contact you well in advance of the inspection dates so if you do receive a letter asking to arrange a time, please get back to us as soon as you can.

New digital horizons for the Hillcrest NewsIn order to help the environment and reduce the amount of paper we use, we’re looking into producing a digital version of the Hillcrest News. This would also let us add handy features such as linking you to useful how-to videos and other websites for extra info.

We’re aiming to start asking tenants next year who would be interested in receiving this, but if you have any thoughts on an electronic newsletter in the meantime, we’d love to hear them!

Just contact customerservice@hillcrest.org.uk, or call 0300 123 2640.

We would also continue to o� er a paper copy for those who prefer to receive it that way.

Compliments and complaintsDo you have a suggestion on how we can improve the services we provide, or have you experienced excellent service from us? If so, we would love to hear from you.

You can tell a member of sta� about your suggestion or compliment, or email youropinioncounts@hillcrest.org.uk. You can also phone 0300 123 2640.

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An overhaul for Benedict RoadThe blocks of flats at Benedict Road in Arbroath recently received a fresh lease of life, as they were recladded. The new cladding will make the properties much more energy e� icient, helping reduce bills for tenants.

HEAT heroes take home another awardHillcrest’s Energy Advice Team (HEAT) is celebrating victory, winning the acclaimed Energy E� iciency Champion award at the Energy Action Scotland Awards 2019.

The awards took place on Thursday 7th November at the Golden Jubilee Conference Hotel in Clydebank, and was attended by organisations from across Scotland.

This award marks HEAT’s second award win in as many years, with the team taking home the CIH Excellence in Housing Innovation award last year for their emergency top-up scheme.

Introducing new sta� in our Perth teamWe’d like to introduce three new sta� members who have recently joined our Perthshire and Fife team. Pictured from left to right is housing o� icer Sarah Aitken, maintenance o� icer Scott Curtis and housing o� icer Charlotte Sheret.

Before

After

News in brief

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We understand that problematic drug and alcohol use can cause issues for tenants, neighbourhoods and communities. There are many people at Hillcrest Homes, Hillcrest Futures and Police Scotland working hard to resolve problems and provide advice for tenants and communities a� ected by drug misuse, and for people experiencing drug and alcohol dependencies. To find out more about drug and alcohol misuse, what you should do if you encounter it, and what support is available for people with substance dependencies, we spoke to key people working on the front line against this issue.

Drug and alcohol misuse:working together to address it

Alison Skene, Hillcrest Homes housing o� icer - Dundee

We know that drug related crime committed by tenants or their visitors can be o ensive and disruptive to other people,

especially when substance users are active at di erent times from their neighbours.

We ask tenants to report drug related issues to us at Hillcrest so we can log and record incidents of anti-social behaviour and criminal activity to help us make decisions that safeguard tenants and communities. You can contact us on 0300 123 2640. Our powers as a landlord are limited however without police involvement.

• If you find used/unused syringes or other drug paraphernalia in communal areas:

Contact Hillcrest Repairs on 08000 324 888(business hours) or local needle pickup services.

• If you come across substance use in communal areas:

If you see people using drugs in communal areas you should contact Police Scotland on 101or your local Community Warden service.

• If you can smell cannabis:

To report smelling cannabis, contact Police Scotland on 101or Crime Stoppers on 0800 555 111.

• If you think someone is dealing drugs:

If you suspect drug dealing is going on you should contact Police Scotland on 101 or Crime Stoppers on 0800 555 111.

We want to support tenants and communities when it comes to drug related activity, crime and anti-social behaviour. We can’t stress enough the importance of reporting to Police Scotland and Crime Stoppers, as working with the police is essential to support and safeguard tenants and communities and take action regarding tenancies.

Community Sergeant Wilson, Police Scotland - Dundee

Police Scotland is fully aware of the harmful e ects drugs can have on people,

families and local communities and as such continues to work closely with Hillcrest to target these issues.

We understand that residents and visitors may be reluctant to call the police to provide information regarding suspected criminal activity or anti-social behaviour, however without this information o� icers are limited in what they can do.

Calling 101 to report this activity will allow o� icers to respond in the appropriate manner and ensure those responsible are held

accountable for their actions. The information you provide could be vital in progressing action against an individual or address, and can be done at a time and location convenient to you.

If however you do not wish to provide personal details then please still pass on the relevant information through Crime Stoppers on 0800 555 111 or at www.crimestoppers-uk.org.

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Danny Kelly, harm reduction team manager, Hillcrest Futures Cairn Centre - Dundee

Overdose doesn’t discriminate and can happen to anyone.

Using discriminatory language reinforces negative stereotypes which can prevent people from accessing services and support. People who use substances are one of the most stigmatised groups in society, but the language you use can help to challenge the stigma that surrounds substance use and can empower people to take control of their own lives.

If you or someone you know is struggling with substance misuse, you can call the Know the Score helpline on 0800 587 587 9 for free, confidential drugs information and advice from 8 am to 11 pm, 7-days a week. You can also visit knowthescore.info/help-and-support to see what support is local to you.

To arrange a visit in the comfort of your own home please contact one of our community engagement workers:

Maureen - Tel: 0300 123 2640 Mob: 07452916337Email: Hope@hillcrest.org.uk

Dawn - Tel: 01382 484562 Mob: 07710709853Email: dawn.balfour@caledoniaha.co.uk

HOPE project is a free service for people over 55 living in the Dundee area. Our sta� are able to use their knowledge and experience to help you stay independent, safe and active. We can help you with: - Arranging welfare/benefit

checks to maximise your income

- Housing advice and assistance in completing applications

- Arranging occupational therapy aids and adaptations

- Connecting you to activities or events in your area

- Community alarm referral - Meal service/food train- Being referred to befriending/

morning calls/group activities/day care

- Blue badge applications - Arranging advice on utility cost

and warm home discount These are only a few examples of what we can support you with and we can help you with much more!

WORKING TOGETHER IN PARTNERSHIP

FUNDED BY

The 12 days of Christmas

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Christmas is a time of giving - but you don’t want to give yourself a headache in the New Year with bills and debts you can’t afford. Last January we carried out 838 arrears actions because tenants did not pay their rent in December. We’ve put together our 12 days of Christmas money tips to help you avoid a Christmas debt hangover!

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9 Do your own credit checks

If you are going to use a credit card, shop around and compare the terms and conditions. Some cards charge high interest rates but provide interest free periods or balance transfers. Budget for all these costs and make sure you know when payments are due.

Read the small print of any credit agreements

Work out the total amount payable and make sure your monthly instalments are affordable for your budget. Interest free credit can seem like a great idea, but keep in mind if you don’t pay on time or miss a payment you could have to pay a lot more.

Don’t enter into unaffordable credit agreements

Avoid doorstep lenders or companies promising you the world that will only end up charging huge interest rates. Unless these are paid off in full by the end of the month, they will cost you a massive amount in added interest charges.

Keep things simple

If you can pay for things outright in cash or by debit card, don’t be persuaded to take out credit or store cards unless they really do work out cheaper.

Work out a budget and stick to it

Be realistic about what you can spend on each person and what you will need to spend on food and drink. Try to manage expectations as to what you can give.

Get in touch if you are having money worries - we can help

Our Tenancy Sustainment Service can assist you in making sure you are receiving all benefits you are entitled to, and also in making the most out of your money. Hillcrest Energy Advice Team can help with energy debts, saving energy in the home, emergency top-ups and switching to a cheaper supplier. Call us on 0300 123 2640 to get in touch with either of these teams.

Don’t stop paying your rent in December

Rent payments should be a priority and your home is more important than a gift. Keep paying your rent during December and contact a member of the Income Management team on 0300 123 2640 if you think you are unable to pay.

The 12 days of Christmas

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money tips5

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Start planning and saving for Christmas 2020

In January, have a look back and see what went well and what didn’t. Learn from your mistakes and start planning how you will do things differently next year. It’s a good time to start saving for next year, so look for a savings or credit union account so you can put something away each month.

Be organised

There’s lots to remember at Christmas and if you’ve borrowed money, it won’t be long before the payment is due. Make sure you pay on time even if it’s only the minimum amount or you will be charged extra for late payment.

Don’t forget your other bills

Don’t forget about energy bills, council tax, food and other existing debts, as ignoring them can cause problems later on. Try not to let Christmas get in the way of important payments.

Shop around

Try as many different places as possible to find the best price. Use comparison websites, online shopping deals and coupons. Beware of extended warranties often offered with items - sometimes the cost of just repairing it yourself could be much less than the cost of the warranty.

Come and speak to us if you are struggling

There’s usually light at the end of the tunnel and if you speak to us soon enough, we can help. Whether that’s help with your rent, looking at your benefits, or helping you with your gas or electricity bills, there are staff here who can support you to overcome any financial difficulties you might be going through.

Get in touch now on 0300 123 2640.

If you are one of our many tenants who make their rent payments over the phone, remember that the phone lines are now open every day between 8am – 10pm. Mondays and Fridays tend to be the busiest times, so beat the rush and call at weekends or after 4pm when the phone lines tend to be quieter.

The phone lines will be open every day over the Christmas and New Year period, except for the 25th & 26th December.

Looking for an easier way to pay your rent? Direct Debit is safe and secure and only needs to be set up once. It will save you time on the phone and help you budget because you’ll know exactly how much is paid and when.

Call the Income Management team on 0300 123 2640 to get this set up.

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Answering your most frequent festive queries

With the festive season now in full swing, our customer service team has put together answers to some of the most common things you get in touch with over the festive period. Here’s what they said:

1. Festive partiesWith festive spirit in the air at this time of year, there usually tends to be an increase in the number of parties or noise going on later than usual.

If the party or late-night noise is a one-o�, we usually wouldn’t consider this anti-social behaviour. However, if the noise or disruption becomes more regular please contact us on 0300 123 2640.

If the disruption is going on late at night or if you suspect illegal activities are taking place, then please call police on the non-emergency number, 101. You can also contact your local council’s anti-social behaviour team if they have one. We liaise regularly with Police Scotland and will be advised of any call outs.

2. Overflowing bins and festive collectionsDuring the festive period normal bin collections may be disrupted due to the public holidays. Your council will most likely have let you know about this and told you when the next collections will be. Please keep hold of the information they send you to refer to the dates.

If your bins are overflowing, please consider using the dump/recycling point to dispose of your rubbish – again this information and opening times should have been provided by the council.

If rubbish in a communal bin or bin area is overflowing, please give it around two weeks for it to be either collected or cleaned up. If it is still a mess after this time, then please call us and we will do what we can to help.

If items have been dumped and you know who it was, we can also uplift this and then bill the person responsible.

If you have a missing bin, please contact:

Council Tel. Number WebsiteAberdeen 03000 200 292 www.aberdeencity.gov.ukAngus 03452 777 778 www.angus.gov.ukDundee 01382 434 000 www.dundeecity.gov.ukFife 03451 550 000 www.fifedirect.org.ukPerth 01738 475 000 www.pkc.gov.ukEdinburgh 0131 200 2000 www.edinburgh.gov.uk

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3. Parked or abandoned cars causing problems

Unfortunately, we don’t have any powers of enforcement to remove problem vehicles but we can pass your concerns to your local housing o�icer. If the vehicle is causing an obstruction you can also report this to Police Scotland by dialling 101.

If the vehicle has a confirmed registered owner, the police or council cannot remove it from Hillcrest car parks or land without us specifically asking. We can’t remove these vehicles ourself as it could be considered theft. We can serve a notice to the owner though asking them to remove the vehicle, and if it is still not moved we can contact the local council to ask them to take it away.

If it’s one of our vehicles causing the problem, please contact us with the registration number and number on the rear of vehicle (if it has one). This information will be passed to the supervisor of the sta� member, who will ask them to move the vehicle.

4. Dog foulingDid you know that if your dog does its business in a public place, it’s actually an o�ence not to pick it up and dispose of it properly? As well as obvious places such as parks, pavements, and communal areas, this also includes stairwells and closes – any place the public has access to. If your dog needs to go, then you must bag it and bin it in a dog waste bin where possible, or if there isn’t one put it in a regular litter bin or domestic bin.

The penalty for not picking up your dog’s waste is £80 and fines can be given by community wardens or police o�icers. In some cases, it’s also possible for you to be reported to the Procurator Fiscal, and receive a fine of up to £500.

Also, if you see any dogs being neglected or abused, you can report this to the Scottish Society for the Prevention of Cruelty to Animals (SSPCA) or your council’s dog warden.

Benefits updates and informationFuneral Support PaymentIf you are receiving certain benefits, you can get help towards funeral costs through the Funeral Support Payment from Social Security Scotland. You can use the payment towards funeral costs for an adult, child or baby - this includes babies who were stillborn.It doesn’t normally cover the full cost of the funeral but it should help pay for some of it. It can be paid either to you or the funeral director helping you. Only one person can get the Funeral Support Payment for the funeral, and you can claim at any time from when the person died until six months after the funeral.

Young Carer GrantYoung carers in Scotland can now apply for a Young Carer’s Grant of £300. The grant is only available for carers aged 16 – 18 who are not receiving Carers Allowance and who spend an average of 16 or more hours caring for someone who receives certain benefits. This can be a combination of hours if they are caring for more than one person. For more information on either the Funeral Support Payment or Young Carer Grant, contact Social Security Scotland on 0800 182 2222, or claim online at www.mygov.scot/benefits.

Universal Credit DeductionsIn October this year the maximum rate at which deductions can be made from your Universal Credit claims was reduced from 40% to 30% of the standard allowance of Universal Credit.Our Tenancy Sustainment Service o�ers one to one benefits support, and can also help you find out if there are any benefits you may be entitled to but aren’t already receiving.If you have any questions about anything above or would like to speak to a member of the team, please contact the Tenancy Sustainment Service on 0300 123 2640.

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1. Tripped electricsAll homes have a circuit breaker located near the electricity meter or your front door. If an electric fault happens, the circuit breaker will trip.

This can be caused by overloading sockets so check this first. If that doesn’t work you may have a faulty appliance. To check, unplug all electrical devices then re-plug each appliance one by one – this will show which device it is as the circuit will trip again.

2. LightsIf your strip light has failed straight away, it’s likely a problem with the tube and if it has flickered for a while before failing, then it’s probably the ‘starter’ - a small unit at the end of the light that illumines the tube.

If it is the starter, turn o� the light switch then remove the starter by gently pushing it in and twisting it to the left. Fit a new starter and check if the light now works.

If it’s the tube, rotate it 90 degrees until it stops turning then slide the tube downwards. You will need to measure the tube and take note of the pin fittings to ensure you buy the correct size.

3. Blocked toilets, baths or sinks

If your sink, basin or bath becomes slow to drain, there’s probably a blockage somewhere in your pipe. You can get drain un-blockers from most supermarkets. Put this down the plug hole last thing at night then pour hot water down in the morning - this should remove most blockages.

For blocked toilets, try pouring in a bucket of warm water from a height. If the blockage remains, then please contact our repairs team on 08000 324 888.

4. Gas boiler – no heating or hot water

If you’ve had a power cut recently, your boiler’s timer may have reset. Take a look at the instruction manual for a reminder on how to re-input your timings or call us if you are unsure. Also, having your room thermostat set lower than 21 degrees can stop your heating from coming on, so turn it higher to see if your boiler starts working again.

If your boiler is showing a reading of one bar or less then low pressure could be the reason it isn’t working. Topping up the pressure is

often straightforward – just follow the steps in your boiler’s manual.

If all else fails, try resetting your boiler. Turn the boiler’s power supply o�, wait 60 seconds and turn back on again. If you still don’t have any joy, call us on 08000 324 888.

5. Preventing frozen pipes

To help prevent pipes from freezing, leave doors around the house open a little to let warm air circulate, and know where your stopcock is so that water can be switched o� if a pipe bursts.

If a pipe bursts, turn o� the water supply immediately by turning the stopcock clockwise. You should then report this immediately to our repairs team on 08000 324 888.

Thaw frozen pipes out by using hot water bottles or towels soaked in warm water but do not use direct heat as this may cause permanent damage to the pipes. If in any doubt please contact our repairs team to report the fault.

fixes for your most common festive repairs

We spoke to our repairs team to find out what some of the most commonly reported issues at this time of year are, and how you can fix them yourself.Read on to find out more!

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The HART hub

If you still have any questions at all about how the new rent structure works and how it will a� ect you, then just get in touch with a member of our housing or customer service teams, and they’ll be happy to help.If you feel that the new rent structure might make things financially harder for you, our Tenancy Sustainment Service can o� er one-to-one support.Tenants from our Interested Tenants Register helped us put together the letter you will have received in September outlining what the rent changes will look like. To help, we also included a frequently asked questions sheet which gave some more information about what was changing.To sum the changes up – from the 1st April 2020 rents will be based on property size, type and location with as many service charges as possible included within your rent. To make sure your rent remains a� ordable, changes will be phased in over several years, with increases and decreases capped at £20 per month.

Please note that this new rent restructuring doesn’t include our annual rent increase, which is a result of inflation.

What can we do to help you?• If you still aren’t sure what

these changes mean and how they a� ect you, please contact us on 0300 123 2640(Option 2) or email us at customerservice@hillcrest.org.uk and we’ll be happy to help.

What happens next?• We will work through

all of our tenancies and make sure that the rent restructuring is properly applied to all of them.

• We will then write to all of you individually to tell you exactly what your rent will be from 1st April 2020.

• Enclosed in this newsletter is a very short questionnaire to give us your views on the annual rent increase as a result of inflation. We try to keep these increases as low as possible while still allowing us to cover our operating costs. Please fill in this form and post it back to us - you’ll even be entered into a prize draw to win a £50 Love2shop voucher!

The Hillcrest Action for Residents and Tenants (HART) group recently started a service review on part of our repairs service. They’ve been reviewing the ‘first contact’ that tenants have with us when they need to report a repair.HART has looked at the current processes and procedures that the repairs team use when a repair is reported. They have also been looking at each stage of the repair reporting process up to the point where the repair is passed to the appropriate maintenance operative or external contractor. The group is also looking at how easy it is to report a repair. This service review began in November and the group hope to have their outcome report completed along with their recommendations early in the New Year.

The way your rent is structured is changing

In the summer newsletter earlier this year there was an update on the changes to how rent and service charges will be set for most of our tenants from 1st April 2020.

If you are interested in helping us to improve the services that we provide, please contact the Tenant Participation teamon 0300 123 2640 or email customerservice@hillcrest.org.uk.

1 Explorer Road, Dundee DD2 1EGT: 0300 123 2640

www.hillcrest.org.ukHillcrest Homes (Scotland) Ltd is a Scottish Registered CharityRegistered No. SC006809RSL no 125 VAT Reg. No 814 2751 44

Christmas Opening Hours

Our o� ices will close at 1pm on Tuesday 24th December, and will reopen on Friday 3rd January.

During the festive period you can continue to report any emergency repairs by calling 08000 324888.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday23Open as usual

248am – 1pm

Repairs – 8am – 12 noon

25Closed

26Closed

279am – 4pm

Repairs 9am – 4pm

28Closed

29Closed

309am – 4pm

Repairs 9am – 4pm

319am – 4pm

Repairs 9am – 4pm

1Closed

2Closed

3Normal hours resume

Customer service general enquiries/ non-urgent repairs (including rent payments): 0300 123 2640, customerservice@hillcrest.org.uk

Urgent repairs: 08000 324 888

Local Authorities (for waste management, homelessness, anti-social behaviour and more):

• Angus Council: 03452 777 778 (www.angus.gov.uk)• Dundee City Council: 01382 434 000 (www.dundeecity.gov.uk)• Fife Council: 03451 550 000 (www.fifedirect.org.uk)• Perth and Kinross Council: 01738 475 000 (www.pkc.gov.uk)• Edinburgh City Council: 0131 200 2000 (www.edinburgh.gov.uk)• Aberdeen City Council: 03000 200 292 (www.aberdeencity.gov.uk)

Police (non-emergency): 101

Support organisations:

• Shelter Scotland: 0808 800 4444• Dundee Foodbank: 01382 698 020• Angus Foodbank: 01307 466 841• Perth Foodbank: 01738 626 799• Edinburgh Foodbank: 0131 444 0030 or 0131 664 9353

Useful numbers and contacts

Phone opening hours