News 15 SUDOKU


Fill in this Sudoku and send it to us for a chance to win a great prize – a £50 gift voucher. Send your answers to:


KEY SUDOKU, the Key magazine, FREEPOST RTJU-TRRA- GHKA, Wheatley Group, Wheatley House, 25 Cochrane Street, Glasgow G1 1HL by 31 October.


LAST ISSUE’S SUDOKU


Name: Address: Telephone number:


Maureen Dowden, Wheatley Group Director of Governance, on how GHA deals with complaints


Help us get it


right first time WE do all we can to get things right first time – but we know sometimes that’s not the case. If we don’t get things right, we’ll


listen and learn so we can stop it happening again. Between April and June 2017,


The winner of the Sudoku competition in the last issue of the Key was Adele McLellan, from Sandyhills, who wins £50 worth of shopping vouchers.


Terms and conditions can be found on the GHA website at www.gha.org.uk


we received 204 complaints from tenants about a recent experience. When we looked at the issues in more detail, we found that in almost half of these complaints we could have done more to get it right first time. We’ve shared your experiences with staff and managers so we can learn from our mistakes and stop it happening again. These included examples of where you were unhappy with the quality of a repair and your experience of arranging an appointment for a repair to be completed. Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model. If you’re unhappy with any of our services, please let us know. You can make your complaint by email, by telephone, in writing or in person at one of our offices. We have a two-stage complaints


GHA on target for success


GHA aims to deliver excellent services – and we set targets to measure how we’re doing.


The Scottish Housing Regulator also expects all social landlords, including GHA, to perform well and monitors what we do.


Here are our latest performance figures:


• Percentage of tenants satisfied with the overall service provided by GHA - 89.08% (target 91%)


Find us on facebook at Facebook.com/glasgowhousing


• Reactive repairs completed right first time – 97.35% (target 97%)


• Average time to let homes – 14.12 days (target 14 days)


• Gross rent arrears – 3.69% (target 3.65%)


• Value of sitting tenant arrears – £3.59m (target £3.8m)


We’ll keep you updated on our


performance figures in future editions of the Key.


Follow us on twitter @glasgowhousing


procedure. We will always try to deal with your complaint at Stage One. At Stage One, you can: talk to


you housing officer; visit your local office and speak to a member of staff; report it on My GHA; call us on 0800 479 7979; or email us at talk@gha.org.uk If you’re unhappy with Stage One, or if we feel the matter needs more detailed investigation, your complaint moves on to Stage Two. At Stage Two, you can email us at complaints@wheatley-group.com; or write to us at Group Complaints Team, Wheatley House, 25 Cochrane Street, Glasgow, G1 5HL For more information about our handling of complaints visit www. gha.org.uk


theKEY - www.gha.org.uk


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16