Our Background

As a charitable Registered Social Landlord (Charity Registration SC034228), we were established in 1987 by a voluntary committee of local people concerned about the poor condition of houses in some of the remote villages of Clydesdale and about the shortage of rented housing in the area. The committee also wished to halt the economic decline in the remoter areas and to help make them viable communities again.

Following initial improvements to housing in three villages, we commenced a new-build development programme and to date have completed 27 projects in 16 towns and villages throughout rural South Lanarkshire. Since 1987 over £30m of housing investment has been channelled through the Association – we have built over 600 houses.

Over 150 former Scottish Homes tenants in Lanark, Rigside, Kirkmuirhill and Carluke transferred their tenancies to the Association in 2002 and 2003.

We have over 100 shareholding members and we own and manage over 740 properties throughout the Clydesdale area of rural South Lanarkshire. We employ 16 staff.

Vision & Values

Our Vision, which reflects our service user priorities, is to provide:

Quality homes and excellent services for all – today and in the future

We seek to deliver this through these Common Values that have been jointly developed by our Management Committee and staff:

  • we listen to and learn from stakeholders and partners to improve how we work in the pursuit of excellence;
  • we encourage leadership and teamwork to identify and share progressive ideas;
  • we value our people’s commitment and support their enthusiasm in achieving success.

Our Strategic Objectives summarise our activities.

A summary of our 2019/22 Business Plan provides more details of our future plans.

The Management Committee

We are managed by a voluntary Management Committee that is elected by shareholding members. A copy of our Rules are available on our Downloads page. The primary responsibilities of the Management Committee are to:

  • Lead and direct our work.
  • Promote and uphold our values.
  • Set and monitor standards for service delivery and performance.
  • Control our affairs and ensure compliance with the relevant legal and regulatory frameworks.

The Management Committee appoint professional housing staff to deliver services and report on performance. The Management Committee also appoint internal and external auditors to provide independent assurance on the performance, practices and financial health of the organisation.

With up to a maximum of 15 members permitted, our Committee is made up from local people, including tenants, who live in the Clydesdale area. The Management Committee reserves a place for a representative of South Lanarkshire Council. Our current Committee Members are:

  • Pauline Sandford, Chair – elected 2007, Chair since 2016, Audit & Risk Sub-Committee Member
  • Maggie Botham, Vice-Chair – elected 2018, Vice-Chair since 2019, Audit & Risk Sub-Committee Member
  • Carmena Nixon, Secretary – elected 2017, Secretary since 2019
  • Susanne Crayton – elected 2015, Treasurer since 2019, Audit & Risk Sub-Committee Member
  • Mary Clarke – elected 2018, Audit & Risk Sub-Committee Member
  • Hazel Galbaraith – elected 2019
  • Kenneth Greenshields – elected 2020
  • Diana MacLean – elected 2020
  • John Malone – elected 2020
  • Catherine McClymont, South Lanarkshire Council Representative – elected 2012
  • Jacqueline McCutcheon – elected 2020
  • Ruth McElhinney – elected 2019
  • Brian McInally – elected 2019
  • Brian Moore – elected 2018, Audit & Risk Sub-Committee Member
  • Agne Zasinaite – Co-opted member, 28th October 2020

Management Committee members annually renew their acceptance to our Code of Conduct for Governing Body Members – this Code is an important part of our governance arrangements and it sets out the requirements and expectations which are attached to Management Committee members. A copy is available on our Downloads page.

In addition to the Code of Conduct we attach the highest ethical standards to our Management Committee and our staff – the Entitlements, Payments and Benefit Policy on the left provides a valuable insight into these standards.

We annually identify recruitment priorities to help us strengthen the skills of the Management Committee when vacancies occur. New Management Committee members are provided with an induction that includes free training and support. Management Committee members are reimbursed for out of pocket expenses incurred as a result of their work with us such as travelling costs, childcare or carer services.

A Committee Member Role Description, details of our governance structure and the remits of the Management Committee and our Sub-Committees are included in our Standing Orders which are available on our Downloads page.

Please contact us if you have an interest in finding out more about joining our Management Committee.

Senior Staff Team

Joe Gorman, Chief Executive: joe.gorman@clydesdale-housing.org.uk

Jane Guthrie, Depute Chief Executive: jane.guthrie@clydesdale-housing.org.uk

Vicky Rogers, Technical Services Manager: vicky.rogers@clydesdale-housing.org.uk

Eileen Wilson, Finance Manager: eileen.wilson@clydesdale-housing.org.uk

Our Structure

We currently employ 16 people. The link below displays our current staff structure:

Staff Structure

Clydesdale Housing Association is a full member of Employers in Voluntary Housing (EVH) – a support organisation to the governing bodies of not for profit and voluntary organisations relating to their employer role.  EVH conduct collective negotiations with UNITE the Union on Terms and Conditions of Employment including staff wage reviews.

UNITE Trade Union – Tel: 0141 404 5424 – www.unitetheunion.org/

Equal Opportunities

Clydesdale Housing Association will provide equality of opportunity and fair treatment for all. This includes everyone who:

  • Uses, or wishes to use, our services
  • Wishes to be involved in our governance and overall management
  • Works for us, or who applies to work for us

We have a track record of responding to the diversity within our community and have established the following objectives relating to our equality and diversity work:

  • We will adopt policies, procedures and working practices which are responsive to the needs of all people living, or wishing to live, in our properties.
  • We will seek to ensure that our Management Committee and staff translate our equalities objectives into effective action.
  • We will make equal opportunities a mainstream part of all of CHA’s work, e.g. in relation to:
    • Our governance.
    • Our role as a landlord and service provider.
    • Our employment role.
    • The way we work with third parties such as consultants and contractors.
  • We will meet our legal obligations, and go beyond these to achieve good practice in equalities issues.
  • We will listen to the views and needs of all sections of the community when reviewing our policies, plans and service standards.
  • We will monitor our performance closely to ensure that all groups have equal access and experience fair outcomes.
  • We will be open and realistic in identifying where we can make improvements.
  • We will communicate our improvement plans to tenants and other stakeholders and will ensure this is reflected in a Communication Strategy.

A copy of our Equal Opportunities policy is available in the Downloads area.

Performance

We are committed to continuous improvement.

We use feedback from customers and an analysis of our own performance to set targets that seek to improve our services. We have established a range of Key Performance Indicators (KPIs) against which we routinely monitor our performance – these KPI results help us to determine the success of Clydesdale.

Our KPIs are reported to our Management Committee on a monthly basis, displayed in our offices and included in our quarterly tenant newsletters. KPIs for 2018/19 are displayed below:

Key Performance Areas 2018/19 Target 2018/19 Performance 2018/19 National Average
Average time taken (working days) to complete a non-emergency repair 5.5 days 4.5 days 6.6 days
Average time taken (hours) to complete an emergency repair 3 hours 2.5 hours 3.6 hours
Percentage of properties that require a gas safety record which had a gas safety check and record completed by the anniversary date. 100% 100% 99.9%
Average length of time taken (calendar days) to re-let empty properties 12 days 26 days 31.9 days
Percentage of rent lost through properties being empty 0.5% 0.62% 0.9%
Percentage of repairs completed Right First Time 95% 91% 92.5%
Percentage of anti-social behaviour cases reported that were resolved on time 95% 91% 87.9%
Rent collected as a percentage of total rent due 99.5% 100% 99.1%
Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. 2% 2.2% 5.7%

 

Please let us know if you have any suggestions for performance information you think would be useful for customers to obtain.

Opening Hours

Our Offices are open as follows:

Monday 9.00am to 5.00pm
Tuesday 9.00am to 5.00pm
Wednesday 10.00am to 5.00pm
Thursday 9.00am to 5.00pm
Friday 9.00am to 4.00pm
Saturday Closed
Sunday Closed

Customer Satisfaction

We have a Customer Focus Charter that concentrates on:

  • Quality – we will deliver high quality services making the best use of our resources. We will use your views to improve services.
  • Commitment – we will treat you fairly and with respect. We will deliver our promises to you on time.
  • Responsivness – we will be responsive to your enquiries and complaints. We will keep you advised on our activities and consult with service users and stakeholders when major changes to services are planned.
  • Approachable – we will always be approachable and professional.

The 2019 customer satisfaction survey results showed an improvement over the past 3 years in how we are performing against this:

Clydesdale Housing Association: Satisfaction Results
2016 2019
Satisfied with the overall service provided 92% 94%
Satisfied with participation opportunities 91% 99%
Satisfied with CHA’s contribution to the management of their neighbourhood 90% 97%
Said their rent was good value for money 83% 91%
Satisfied with the quality of their home 84% 88%
Satisfied with being kept informed 97% 99%

 

Satisfaction with repairs:

The helpfullness of the Association staff involved 100%
The system for reporting repairs to CHA 100%
Contact from tradespeople to arrange access 98%
The tradesperson arriving by the target date 99%
The length of time taken to undertake repairs 98%
The attitude of the tradesperson involved 99%
The tideness of the contractor 99%
The quality of the repair undertaken 98%

 

Regulation

We are a Registered Social Landlord with The Scottish Housing Regulator – reference HAL 93 and with the Financial Conduct Authority’s Register of Friendly Societies – reference 2237 (R). We are a Registered Scottish Charity – reference SC 034228.

We are required to comply with The Regulatory Framework of the Scottish Housing Regulator which includes the Scottish Social Housing Charter and the Scottish Housing Regulator’s Standards of Governance and Financial Management. The Scottish Housing Regulator has a Guide to Regulation for Tenants and Service Users which contains useful information and reference links.

The Association is a member of the Scottish Federation of Housing Associations (SFHA), Employers in Voluntary Housing (EVH) and SHARE (a learning and development resource for housing associations).

Further information about our performance can be found on the Scottish Housing Regulator’s website here and on the Scottish Charity Regulator’s website here. Copies of the following regulatory documents are available on our Downloads page:

  • Annual Landlord Report
  • Engagement Plan
  • Annual Assurance Statement
  • Annual Return on the Charter Form

Data Protection

We take the issue of security and data protection very seriously and strictly adhere to guidelines published in the Data Protection Act of 1998 and the General Data Protection Regulation (EU) 2016/679 which was introduced on 25 May 2018, together with any domestic laws subsequently enacted.

We are notified as a Data Controller with the Office of the Information Commissioner under registration number Z5173610 and we are the data controller of any personal data that you provide to us.

The Fair Processing Notice and Privacy Policy are available in our Downloads page.

Freedom of Information

The Freedom of Information (Scotland) Act 2002 (FOISA) gives everyone a right of access to information held by Scottish public authorities.

From 11 November 2019 Clydesdale Housing Association (CHA) will be designated as Scottish Public Authority and will need to make information available in accordance with FOISA.

The aim of FOISA is to increase openness and transparency by allowing people to access information about how decisions are taken and how public services are delivered.

About Freedom of Information

FOISA requires Scottish public authorities to adopt and maintain a publication scheme which has the approval of the Scottish Information Commissioner, and publish information in accordance with that scheme.  FOISA requires us to:

  • publish the classes of information that the authority makes routinely available
  • tell the public how to access the information and whether information is available free of charge or on payment.

Alongside FOISA, the Environmental Information (Scotland) Regulations 2004 (the EIRs) provide a separate right of access to the environmental information that we hold.

Model Publication Scheme

We have adopted the Model Publication Scheme 2018, produced and approved by the Scottish Information Commissioner.

The Scheme can also be viewed in Publication Scheme Resources at the Scottish Information Commissioner website.

The scheme sets out our commitment to make certain classes of information routinely available, such as policies, minutes of meetings, annual reports and financial information. We have developed a Guide to Information for this purpose. Our Guide to Information also provides details of charges we may apply to requests we handle.

Contact Us

If you have a request for information, please complete and submit our Freedom of Information Request Form which is available here to use.

Requests can also be made in writing, by email or in some other recorded format.

If you have any questions or require a copy of the Model Publication Scheme 2016 or the Guide to Information in a different format, please contact us at:

Clydesdale Housing Association, 39 North Vennel, Lanark ML11 7PT or mail@clydesdale-housing.org.uk

Withholding Information

Under Freedom of Information legislation, information may be withheld if there is a good reason for doing so.

If we withhold information, we will let you know why. If you are unhappy with our decision, or with the way we have dealt with your request, you can ask us to review our decision.

If you do not agree with the outcome of the review, you can ask the Scottish Information Commissioner to investigate.