WDC/WDTRO Liaison Meeting Minutes 2025

Mount Pleasant finished and new tenants moving in. Visit to show flat arranged for Thursday 18/9, 10am and TP providing transport.
Received notification from Scottish Government of £25m potential funding available and have asked Local Authorities to put in bids for this financial year. So, looking at opportunities and got meeting arranged with Scottish Government on 6/9/25. Not new money but would maximise funding this year and reduce funding and borrowing in future years.
14 Buybacks have been concluded and 6 in legal process and 8 are larger family homes.

Clydebank East development been shortlisted for a Herald Scotland Award. More focused work being done on site and damaged play equipment removed for Health & Safety reasons and will be replaced when things settle down. Gurpreet confirmed that he had raised concerns at the Housing & Communities Committee and Nicola Pettigrew (Housing Operations Manager) has provided him with a report and have found that not always tenants from the development that been causing issues and ASB team are monitoring and Nicola keeping Gurpreet updated.

O’Hare development out to tender.

Willox Park – first tenants expected mid-November. Jane advised that when Mary Paton had phoned with her apologies for the meeting, she wanted it noted that they all pleased with progress and the updates they have been getting.

West Thomson Street going for planning permission in September and are ongoing consultation with Young Street sheltered tenants about reprovisioning to the new site.

Queen Mary Avenue development got planning permission so expecting to be on site beginning Oct/Nov.

Dennistoun Forge development to go on site April 2026 and looking for a suitable site for decanting the currents tenants to.

Are in discussion with the Administrators dealing with the bankruptcy of the company who were doing the modular build at Gilmour Ave about warranties and rent loss consequences.

John also advised that at Ottowa Crescent a private developer led proposal for housing been put forward. Also Dunbritton HA are planning to develop at Golf Hill Drive and should be on site by Oct/Nov.

WDC response to tackling dampness - update on sensor rollout and update on inspections and repairs completed within timescale distributed ahead of meeting

Stefan ran through update on environmental sensor programme and now have 2237 homes with sensors installed. React to tenants reporting dampness issues but can now also respond when sensors identify higher humidity and so can inspect and help identify dampness issues and respond quickly and help reduce damage caused and also the health issues.

The Housing Regulator now asks all social landlords to submit data on the reasons for dampness, so the table has been updated to show that breakdown. Dampness repairs are done on average within 8 days. As it’s a new performance indicator, there isn’t benchmarking information but have contact with other landlords and WDC figures are looking good. Building Services Officers also getting additional training so that will also improve outcomes.

Gurpreet asked about 2 recent Ombudsman cases that identified WDC at fault and asked if they had sensors fitted. Kevin advised that he will get addresses identified and confirm if sensors installed.

Confirmation after meeting received that one of the Ombudsman complaints was about dampness (July 2025) and property had had sensors fitted in November 2024.

Repairs performance update – performance info distributed ahead of the meeting

Stefan talked through the performance information and it reflects the new repair categories. The report shows the average days and what percentage of repairs in each category are done within target.

Urgent category target now 5 days reduced from 10 and 89% done within target and average done in 3.5 days. Routine repairs done on average in 23.5 days so above 20-day target and will be monitored to identify if is a capacity issue or the type of repairs needed. Planned repairs done on average in 53.9 days and 68.8% done within target of 60 days.

Right First-Time definition has been changed by Housing Regulator and now doesn’t include being done within target and is just about if had to be recalled to the repair within 1 year. WDC percentage has increased to 99.4% but so has all landlords.

The number of ‘no access’ jobs has gone down. New Repairs Policy had increased communication when repairs are reported, reminders sent, on route text so hoping that continues.

No questions were raised and Harry confirmed that the new layout was clear and easy to follow.

Repairs call handling performance - performance info distributed ahead of meeting

Stefan went through the call handling data and was initially being monitored as had been unacceptable but has improved. Will get breakdown of type of calls added back into template to give better picture and will hope less calls should be on for updates.

Noted that call time is longer when first reporting a repair and this should be because of new Repair policy and more is done to diagnose repair and more information being taken to help do that as well as ensuring that contact details are correct.

Walkabouts, updates and any issues - updated spreadsheet distributed ahead of meeting

Still issue with updates not being provided for Dalmuir. Also Littleholm action sheet not distributed after walkabout but was issued for the update meeting but not in a format that tenants could open. Kevin confirmed that he has met with Suzanne regarding the Dalmuir updates and will be meeting with Repairs to sort out how repair updates can be shared. He will also ensure that the Littleholm action sheet is issued out in word format by email.

Kevin advised that more walkabouts are being requested eg Haldane and Bonhill and was agreed that need to be mindful about timing and ensuring they can all be managed. Where working well, e.g Tullichewan, frequency could change to free up officers’ time to attend other walkabouts.

Frances advised that their walkabout had been requested for Park Court but on the day Officers wanted to do Clyde Court – did end up doing Park Court but did cause unnecessary confusion and some tenants hadn’t stayed.

Tenant Priority Budget updates - updates distributed ahead of meeting

Alan confirmed that the drawings for Kilbowie canopy have been done and been sent for Building warrant.

Laundry info also been sent to Building Control but they are struggling as only have 2 officers and have been advised of delays.
Number of other smaller proposals have been completed and tenants very happy.
Jacqui advised that the bench at Dunswin Court has been removed. Presumed that this would be in relation to cleaning/repairing and Jane will get that confirmed.

Tenant Participation update (Jane Mack)

Following on from the new build update given at the Pre-HACC Forum meeting, a visit to Mount Pleasant show flat is being arranged for 6 members of the WDTRO. Proposed date is Thursday 18/9 ,10AM and transport will be provided.

The WDTRO have their AGM on 4/9 when a new committee will be elected. An audit of their finances is being done and they have also invited a speaker from YSORTIT who they hope to do some joint working with.

Progress being made on TP Strategy action plan. One action is to review staff consultation toolkit and meeting with staff who use the toolkit taken place and will also be aligning it with corporate processes that we need to follow in relation to public consultations. Once completed, hopefully it will be an even more useful tool for staff and ensure housing consultations are carried out in the most effective way. Also progressing the creation of an easy-to-read summary version of the TP strategy to make it more accessible and will be published on our webpage within next month.

Autumn Housing News being put together and will be delivered to tenants 13/10. Includes articles on the WDTRO’s TPAS awards, Tullichewan TRA’s anniversary celebration of their family craft group and Tenant Participation performance report.

AOCB

Gurpreet had previously offered to the WDTRO to keep them updated via Liaison meetings on the progress re grass cutting. He confirmed that due to the amendment that was agreed at Council, it was in the hands of officers to decide what gets cut in meantime so was agreed to put it on next agenda, but it would be officers that would provide the update.

Date of next meeting –23 October, 1:30pm at Council Offices, 16 Church Street, Dumbarton, G82 1QL

Updates on actions from previous meetings - copy of updated actions distributed ahead of meeting

Repair cancellation text process – automated process not gone live yet as planned – hopefully be live next week.

Window keys -Update circulated had said that additional windows keys had been delivered to all addresses identified but Jane advised that 3 tenants had contacted to say they hadn’t received theirs (2/1 McGregor Walk, 95 Durban Ave and 6B West Crt) and Jane had advised Ian Cummings. Apologies given by Martin as has been a mix up as addresses been done by a previous contractor and he assured that additional keys for the example addresses given will now be delivered.

Walkabouts -Martin confirmed that hopper work at Littleholm was complete but didn’t have any update on repairs identified from Dalmuir walkabout.

No separate process for dampness repair cancellations - new Repairs Policy in operation from 01/4/25 so will monitor dampness repair cancellations and can reconsider if they don’t reduce.

CCTV coverage at Dunswin Court unknown as yet if car parks will be captured - agreed to keep on action sheet until cameras are operational and can verify coverage.

Door security at Lomond Court been monitored but no issues identified – Housing team sending out a letter to tenants about not letting in anyone they don’t know.

Question was asked about tenants being able to press a button on side of door which blocks the door magnet and lets you keep door open –Action: Martin agreed there would be a mechanism for isolating the door magnets for maintenance purposes but shouldn’t be accessible and agreed to get confirmation if that was the case.

HRA Update 

John advised that Jim McCarron was unavailable but could give the following HRA update. Year-end finances were being worked on. Council made decision on 05/03/25 regarding the Building Services surplus so that £600k helped the HRA balance and be in a more positive position. Other positive impacts have come from void performance improvements and additional grants for new builds. Early indication points to a £7k deficit and means reserve target will be met and leave HRA in a better position for the new financial year.

WDC response to tackling dampness - update on sensor rollout and update on inspections and repairs completed within timescale distributed ahead of meeting

John advised that project been getting national attention and other landlords are looking to learn from WDC response. Possibility that installation of sensors may be made mandatory so WDC position will give us a good head start. 
Martin advised that inspection and repair timescale targets were not being met but they are too tight and target timescales being discussed at Better Homes Board. If targets are introduced by legislation this will be reflected in our own targets.

Repairs performance update – performance info distributed ahead of meeting

Performance continues to be monitored internally as well as via this meeting. Opened up to questions but none raised – will continue to monitor.

Repairs call handling performance - performance info distributed ahead of meeting

Fewer calls being abandoned and average call queue time has reduced. Agreed to continue to monitor to ensure that continues.

CCTV update (Nicola Pettigrew) -update distributed ahead of meeting

Scott McLelland had provided a sample CCTV sign that will be getting put up across the district and he is also looking at internal signage for the back stairs, lifts and foyers. Written update does confirm that with the agreed Council cut will mean that no longer 24 hr monitoring but there is still 24hr recording.

Question asked about whether there was any other budget that could be used to deliver continued 24 hr monitoring as that is where the reassurance comes from and would be better value for money since HRA spent £750k upgrading whole system. Gurpreet asked officers to investigate if there were any other options for retaining 24 hr monitoring.

Walkabouts, updates and any issues - updated spreadsheet distributed ahead of meeting

Jane ran through the updates provided. Repair updates were still outstanding from Dalmuir walkabout 16/11/24 and Martin will discuss with his team why updates haven’t been provided. Process working well elsewhere. Gurpreet asked Martin to ensure updates were provided by lunchtime next day.

Kevin will confirm dates for Haldane and CATRA who have both just recently requested walkabouts.

Post meeting update received Friday 25/4 11.11am from Kevin - Repairs received for Dalmuir TRA, this is being updated and will be circulated shortly with invite to next walkabout in May. Dates for Haldane and CATRA walkabouts also arranged.

Tenant Priority Budget updates - updates distributed ahead of meeting

There are currently 10 live proposals including 5 new ones that are being assessed.

No updates been provided for the 3 main outstanding ones - laundries at Littleholm and Kilbowie Court and the canopy for Kilbowie Court.  Alan Young confirmed that there has been some internal staffing changes and some of the Quantity Surveyors are now within Housing and he now manages them. Officers who had previously been involved with these proposals didn’t move over though so doing handovers to officers in Alan’s team. Gurpreet pressed for updates and Alan committed to provide an update within 2 weeks.

Forward Planning - John Kerr

John advised that have had official confirmation that their allocation of the Affordable Housing Supply Programme (AHSP) funding has been increased for 25/26 to be equivalent to the level prior to it being cut. Also receiving Acquisition funding to support the Buyback programme and just waiting on confirmation of the amount of grant.

Clydebank East development nearly fully handed over – total of 88 new homes.

Pappert and Mount Pleasant developments also near completion and John offered to arrange for tenant reps to visit and see the new housing.

Brunswick, Montreal and Quebec – blocks now demolished and site still being tidied up and then site feasibility will be carried out. By end of summer should have a more specific plan for the site and will share with the WDTRO.

Tenant safety is a key focus for the Scottish Housing Regulator and WDC are taking on additional staff to focus specifically on gas/electric safety and fire safety. Landlords have a duty to ensure they fully comply with tenant safety measures and Housing Services are committed to that.

Tenant Participation update (Jane Mack)

Focus continues on the various tenant groups and encouraging new members. Been a first meeting of tenants at the new Clydebank East development interested in setting up a tenant group there. Many of their issues are in relation to information needed and estate management of the site which have been passed onto Housing Ops. Jennifer will continue to liaise with them and hopes a TRA will be able to be created there.

Number of financial audits been carried out and Willox Park TRA have had their AGM  and Haldane TRA and the WDTRO are planning theirs. TP will continue to support TRAs to be democratic and transparent.

Also linking in with WDCVS to advertise volunteering opportunities in TRAs and the Scrutiny Panel on Volunteer Scotland to help reach a wider group of people and the CVS will also be promoting them through their One Your Doorstep campaign.

Spring edition of HN came out end of March and been delivered to all tenants and shared with staff. The summer edition will be out 28/06/25 and the deadline for articles is 09/05/25 if any tenant group or staff team want included. We are also looking to put together a tenant group to review the HN content and ensure it covers things tenants want and there is an advert in this edition. 

TIS – the Tenant Information Service for Scotland are putting on a free conference for members on Thursday 12/6 in Edinburgh from 10.30-3.30pm. TP staff and Harry have already signed up but 3 more places are available through our TIS membership if anyone else interested.

Work has begun on collecting information for the annual Tenant Participation performance report which we use to highlight the outcomes of TP to encourage more people to get involved. We need to assure tenants that they are listened to and that the key aim of TP is to improve housing services to help encourage involvement.

AOCB

Frances raised an issue around the laundry facility at Mountblow House - the washing machine had recently broken down and tenants told it was obsolete and won’t be replaced. Tenants had raised the issue with the WDTRO, and it was passed onto Housing Ops. Investigations have identified a breakdown in communication as the laundry had been decommissioned 15 years ago but tenants have still been using it. The WDTRO had also confirmed that tenants were shown the laundry and given keys at sign-ups. Kevin confirmed that Nicola Pettigrew was aware of the issue and a text been sent to all in the block saying not to use the laundry, a lock change ordered and safety checks being carried out. Gurpreet raised concern over how this could occur and Kevin agreed to get an update.

Date of next meeting –26 June, 1:30pm at Dalmuir Community Centre, Clydebank.

Welcome, introductions and apologies

Tenant satisfaction survey results (Stefan Kristmanns)- summary of results circulated ahead of meeting

Stefan advised that a report on the satisfaction survey had been presented to Housing & Communities Committee on 26/02/25. Over 500 tenants were surveyed and the results show increase in satisfaction in all key indicators since the last full survey in 2022.

In 2022 figures had been very low as tail end of covid and still had backlogs so satisfaction had dropped but satisfaction now back to higher levels than before covid.

Survey covered main Charter indicators but also asked tenants about their priorities for HRA spending and main 2 ones were for a good responsive repair service and building more homes.

Each service area will study survey results and focus on improvements. Aim is to sustain this improved tenant satisfaction. 

Update on rechargeable repairs process (Kathryn Irvine)- update on amount of repairs recharged to tenants and amount collected distributed ahead of meeting

The revised rechargeable policy was introduced to ensure there was consistent recharge processes in place and to ensure staff identified them when required. Invoices are now being consistently raised and bills going out in real time so there are no delays.

Payment recovery rates are still low – 926 invoices raised totally £345,116 but only £21,637 collected so far. All bills now go out with full details and Martin Feeney has been tasked with ensuring that the CAS team do input bills correctly.

There is also a Corporate debt review being done to help increase recovery levels. 

Agreed to continue to monitor until recovery rates have improved and Kathryn agreed to return to August Liaison (28/08/25) to provide a further update.

HRA update (Jim McCarron) – summary of Revenue and Capital period 10 update circulated ahead of meeting

Following on from discussion on Monday at Pre-HACC Forum, couple of further updates provided in relation to the Capital budget which is mainly split between new builds/buy backs and the rest of capital programmes like kitchen/bathroom/roof renewals etc.

Jim advised that he is drafting a report to go to Council meeting on 26/03/25 and will include a narrative on Capital projects and once available it will be circulated to WDTRO members to give them the latest position. Often changes in projects as the financial year progresses e.g. previous sensor project had been running behind targets but has picked up and now hitting targets. Historically in HRA capital programme often a lot of slippage but now with the Council’s in house team and contractors, not as much slippage.

In terms of Revenue position, as set out in the report going to Council 05/03/25, the 2024/25 position still looking at situation where HMTA surplus to be retained in General Fund but that position may change when councillors discuss on 05/03/25.

Peter Barry had clearly set out the additional costs to the HRA on Monday and will be a difficult situation for next few years. All costs are being looked at to ensure every pound is best value. Focus is on reducing costs e.g. Nicola Pettigrew made HRA savings by reducing Council tax costs of voids.

Stefan explained that while JRG gets regular HRA updates, had been added to Liaison agenda to ensure tenants groups were kept updated on HRA position, particularly as it changed often and HACC information is only every 3 months.

Jim also advised that a number of Councils are looking at doing 3-5 year rent strategies to help budget HRA. Not all Councils are in same position in terms of rent levels and borrowing levels. Stefan gave the example that a Council with relatively low rents, could more easily increase rents to help reduce their future borrowing but a Council with relatively high rents would find this more challenging. Also, higher levels of borrowing meant that interest rate changes were an important factor.

Confirmed that any discussion around a longer term rent strategy would include tenants and would need agreed via a consultation process -would likely still need some form of annual consultation to confirm continued support for any agreed strategy as it’s a statutory duty to consult before any rent increase is applied.

June asked if it was a recommendation from accountants for these strategies and Jim advised would be joint decisions as not just about the numbers but also involves housing policies and what landlord wants to achieve. 

WDC response to tackling dampness - update on sensor rollout and update on inspections and repairs completed within timescale distributed ahead of meeting

Jane ran through the update that had been provided ahead of the meeting – sensor installs have increased and 4 new Building Services Officers (BSO) are in place. Air quality remains main issue and often bathroom or kitchen fans not there, not being used or need repaired. Info packs also sent out and a video being created to increase tenant understanding.