Tenants Newsletter - South Ayrshire Council

South Ayrshire
Tenants
Newsletter
A newsletter for Council Tenants
in South Ayrshire
Winter 2012
Free gift
for you
inside
Winter Safety
In & Around
Your Home

2
Winter 2012 // South Ayrshire Tenants Newsletter
www.south-ayrshire.gov.uk/housing/
What’s
Inside...
Introducing Gordon
Campbell
Information on
home contents
insurance
Editor’s
Note
Welcome to the winter
edition of the South
Ayrshire Council’s
Tenants Newsletter.
Check out our
brand new
competition -
Forehill development
underway
Tenant satisfaction
surveys
South West
Scotland Regional
Network of
Registered Tenants
organisations
See
Page 8
Winter safety in and
around your home
Where’s Molly?
In this edition we’re bringing you:
• My introduction as the Tenant Participation Officer.
• Some helpful winter safety advice.
• Performance information – how we have been performing.
• South West Scotland Networking update.
• Our fantastic new competition – Where’s Molly?
• Taking part in our tenant satisfaction surveys.
• Information on home contents insurance.
• Forehill site visit.
• Christmas and New Year opening times.
• Launch of our new customer service centres.
• Tenant winter conference report.
Tenant Participation
Would you like to know more about becoming involved with your
housing service? You can read all about tenant participation at
www.south-ayrshire.gov.uk/TP or contact me to find out about the
options available:
• By phone: 01292 612968
• by email: gordon.campbell@south –ayrshire.gov.uk
• or by visiting Newton House, 30 Green Street Lane, Ayr, KA8 8BH
We would love to hear what you think of the Tenants Newsletter, our
fantastic new competition – Where’s Molly and any suggestions for
future articles. Our online survey is available at
http://www.surveymonkey.com/s/PN9LXQG or you can contact me
on the details above.
Gordon
This information can be translated into
other languages and formats on request
Information
on SATG

www.south-ayrshire.gov.uk/housing/ Winter 2012 // South Ayrshire Tenants Newsletter 3
Gordon’s
Introduction
Hi, I’m Gordon Campbell, and I’ve taken
over the post of Tenant Participation
Officer (TPO) for South Ayrshire Council
from Laura Thomson recently. Like Laura,
I’m based in the Housing Policy and
Strategy Team at Newton House in Ayr.
Before coming to work as the TPO,
I worked in a variety of customer
service roles, and most recently
for the Council’s Human Resources
team. Throughout my career, I’ve
been lucky enough to work in
roles that help people achieve
their goals, and I hope to do the
same for you.
Hopefully you don’t need me to tell
you that tenant participation has
come a long way since June 2010
and I’m looking forward to picking
up from where Laura has left off.
There are lots of interesting projects
on the horizon for us and now that
the Scottish Social Housing Charter
has been approved, there will be
a greater focus on participation and
measuring customer satisfaction.
I know you have been very
committed to tenant participation
because it provides an important
opportunity for you to influence the
services you receive and I would like
to thank all of you who are already
involved and ask you to keep up
the good work. It’s been good to
meet some of you already and
over the next few months I look
forward to meeting more of you.
One of the most common ways
people can get involved is to join
or set up a tenants and residents
association. These groups enable
local people to come together to
tackle issues within their
neighbourhood collectively rather
than individually. They represent
the views and interests of tenants
when communicating with the
Council. Members of a group have
a stronger voice than an individual
who tackles an issue alone and
have more support available.
Groups can also help build
community spirit and encourage
community development.
There are already a number of
tenants and residents associations
within South Ayrshire, and we’re
keen to see more groups forming.
South Ayrshire Council provides
start up grants for newly-formed
groups and running costs for things
like photocopying, postage, and
hiring meeting rooms.
If you are interested in joining or
forming a tenants and residents
association, give me a call on 01292
612968. I will be able to tell you if
there is a group in your area. If
there isn’t, I can help you set one up.
If joining a tenants and residents
association isn’t for you, there are
lots of other ways you can get
involved, including:
• joining our Interested Tenants’
If you are interested
in joining or forming
a tenants and
residents association,
give me a call on
01292 612968.
Register;
• returning questionnaires and
customer satisfaction cards; and
• coming along to our regular
tenant participation meetings
and initiatives. Check out our
TP Strategy for more details, or
simply give me a call!
I know that getting involved isn’t
always easy. Having been heavily
involved in setting up and chairing
a local residents’ association, I
know that getting involved
sometimes means you have to give
up your time and put a lot of effort
in to achieve results. However, I
also know firsthand of the
difference participation can make
to you and your communities. I
hope to share my knowledge and
experience and look forward to
working with you to improve the
services you receive and
neighbourhoods you live in.

4
Winter 2012 // South Ayrshire Tenants Newsletter
www.south-ayrshire.gov.uk/housing/
Home
Contents
Insurance
This Christmas
shouldn’t be ruined
just because you
didn’t foresee a
holiday-related
mishap.
Make sure you take safety
precautions against accidents
and also make sure your home
contents are insured.
Accidents do happen …
FIRE – You would be surprised
how much home fires increase
during the holiday season. Fairy
lights, candles, decorations and
cooking the Christmas dinner are
just some of the culprits.
FLOOD – Flooding can be a point
of concern for many residents and
with winter a time of heavy rain,
there is a greater flooding risk.
THEFT – Burglary-related
insurance claims increase during
Christmas time due to the excess
of high-value goods in homes and
because many residents leave their
homes empty while visiting family
and friends.
Available for all Council tenants is
affordable home contents
insurance, with easy payment
methods, no excesses, no minimum
security requirements and optional
extensions. It’s so easy to apply,
this cover can give you peace of
mind this holiday season.
Premiums for standard cover start
from as little as £1.50 a fortnight
(for tenants aged under 60 years)
and just £1.00 a fortnight (for
tenants aged 60 years and over) * .
For more information or to request
an application, contact us on
0300 123 0900.
Apply for cover now and have
a safe and merry Christmas!
*
Exclusions and limits apply to all
covers; further details are available
within the free information pack.
Forehill
Development
Well Under Way
Site work started on the Council’s
development of nineteen new high-quality,
affordable homes within Forehill in Ayr in
September and is now well underway.
We have been working with the
contractor, Morris and
Spottiswood, and Forehill Primary
to identify possible learning
opportunities for local children
during the course of the
development.
On 5th October, Primary 3 pupils
visited the three building sites to
see houses at different stages of
construction and to learn about
building site safety. Laurence
Watson, Project Manager,
explained what the children could
see happening on site and
answered all of their questions.
Gordon Campbell, Tenant
Participation Officer was in post
just in time to take part and
managed to catch some
photographs of the children
enjoying the tour of the sites.
The new homes are expected to
be completed by May 2013, and
will be built at sites on Glencairn
Park and Gavin Hamilton Court,
with a children’s residential unit,
complementing the new housing
design, to be built at Caledonia
Road. Plans have also been
drafted for the new layout of
Glencairn Park, which will bring
new play equipment for local
children and improve drainage.

www.south-ayrshire.gov.uk/housing/ Winter 2012 // South Ayrshire Tenants Newsletter 5
Tenant
Satisfaction
Surveys
Interested tenants from across
South Ayrshire are now helping
us measure our performance.
These tenants, who want to hear
your experience(s) of the services
you have received, are calling on
you to complete any satisfaction
surveys issued to you by the
Housing Service.
We may contact you by phone if
you have recently had a repair to
your home or post a questionnaire
to you if you have received any
other service from the department.
If you have any difficulties
completing a questionnaire,
for any reason, please contact
Gordon Campbell on 01292 612968.
South West Scotland Regional Network
of Registered Tenants Organisations
Registered Tenant Organisations (RTOs) in South Ayrshire are
members of the South West Scotland regional network which
includes Dumfries & Galloway and East Ayrshire.
The network was set up to
promote the interests of tenants
and gives members the
opportunity to meet with the
government face-to-face on
matters that are important to
tenants.
The network committee held its
fifth successful AGM (Annual
General Meeting) earlier this year,
and updated delegates on the
vast scope of work they had been
involved with during the year,
including helping to develop the
first Scottish Social Housing
Charter, which sets the standards
and outcomes that all social
landlords should aim to achieve
when performing their housing
activities.
To strengthen the focus on tenant
participation, a specific outcome
on participation is included in the
Charter, which came into effect
on 1st April this year.
It covers how social landlords
gather and take account of the
views and priorities of their
tenants; how they shape their
services to reflect these views;
and how they help tenants and
other customers to become more
capable of involvement.
Landlord performance against
the Charter will be assessed and
reported on by the Scottish
Housing Regulator. The Scottish
Government will use the
Regulator’s report to ensure
public investment is directed to
landlords who perform well
against the Charter.
The network has responded to
consultations on:
• Affordable Rented Housing
• Right to Buy Reforms
• The Scottish Housing
Regulator Charter Indicators.
The responses can be seen on the
regional network website, which
also includes details of all nine
networks throughout Scotland.
www.regionalnetwork.org.uk
It is important you have your
voice heard and the networks are
keen to hear from you.
For further information
on your representatives
please contact
Gordon Campbell
on 01292 612968 or
gordon.campbell@
south-ayrshire.gov.uk

6
Winter 2012 // South Ayrshire Tenants Newsletter
www.south-ayrshire.gov.uk/housing/
Winter Safety
In & Around
Your Home
During the winter months, we all try to keep
ourselves warm at home. However, it’s essential
that we make sure our homes are healthy, safe
and protected. Follow our top tips to ensure you
remember this winter for all the right reasons.
Preventing burst pipes
Burst pipes can cause significant
and costly damage to your home
and possessions. To avoid this:
• Check your water stopcock is
working properly – and make
sure you know where your
stopcock is.
• Keep your home warm
whenever possible, even when
it is unoccupied.
• Make sure there are no
draughts from outside,
especially near water pipes.
• Keep windows closed in
unheated parts of your home.
Keep your free fridge magnet
where you can see it so you can
remember what to do if you need
to deal with a burst pipe. And also
ensure you know where – and how
– to switch off your electricity and
heating safely.
Heat your home safely
We check the safety of your gas
appliances every year, but if you
smell gas, think you have a gas
leak, or are worried that fumes
containing carbon monoxide are
escaping from a gas appliance,
call the free National Gas
Emergency Line immediately on
0800 111 999.
Do not cover ventilation points in
windows or walls.
If you have a solid fuel heating
system (wood, coal etc):
• Have your chimney swept
twice a year to reduce the risk
of a chimney fire.
• Don’t sit too close to fires or
heaters – your clothing or
furniture could catch fire.
• Always use a fire guard with
open fires, especially if you
have young children, elderly or
disabled people in the
property. The fire guard should
preferably be in a fixed position.
If you use a portable heater to
boost the heat in your home,
make sure you keep it clean and
well maintained. If you have
stored the heater away over the
spring and summer months,

www.south-ayrshire.gov.uk/housing/ Winter 2012 // South Ayrshire Tenants Newsletter 7
Report
emergencies to
the Council on
0300 123 0900
If you are over 60, disabled
or on a low income, you may
be able to get financial help
with heating your home.
Contact the Energy Agency
on 01292 521896 for
further information.
make sure you thoroughly clean
off any dust before use.
To keep yourself and your family
safe, we also recommend you
have a carbon monoxide detector
in your home.
Fire prevention in the home
Strathclyde Fire & Rescue can
provide you with a wide range of
information to help check your
home is safe. They also offer free
home fire safety visits if requested.
If you would like to arrange a visit:
• complete the online form
available at wwwstrathclydefire
.org/your-safety/at-home/isyour-home-safe;
• call 0800 0731 999;
• call your local community fire
station; or
• text “Check” to 61611 from
your mobile phone.
You can also use the website to
check how safe your home is.
Electric blankets
While snuggling in to a nice warm
bed is something we all enjoy in
the winter, did you know that
electric blankets cause 5,000
electrical fires in the UK every
year? Strathclyde Fire & Rescue
recommends that you:
• buy your electric blanket from
a reliable source;
• check your electric blanket has
the UK safety standard mark; and
• have your electric blanket
serviced at least every three years.
South Ayrshire Council offer free
electric blanket safety checks in
the autumn of each year.
Be prepared for severe
weather conditions
In recent years, we’ve experienced
periods of severe snow and frost
that caused much disruption to
our daily routines. Here are some
tips to help you prepare for severe
weather conditions:
• Check the batteries in your
torch are working and have
some emergency lighting
handy in preparation for a
power cut.
• Report any lighting faults
immediately.
• Be sure you have some warm
shoes or boots with non-slip soles.
• Keep a mixture of salt and sand
handy to put on steps or paths
in icy weather.
• Keep simple cold, flu and sore
throat remedies in the house.
(Your pharmacist can make suggestions
and can also advise on how to manage
minor illnesses)
• If you are invited to have a flu
jab, be sure to follow this up.
• Order repeat prescriptions in
plenty of time, particularly if
bad weather is forecast.
• Keep basic food items in the
cupboard or freezer in case it’s
too cold to go shopping.
• Unless you must go out in
severe weather, stay at home.

8
Winter 2012 // South Ayrshire Tenants Newsletter
www.south-ayrshire.gov.uk/housing/
We want to
listen to your
suggestions
on how we
can improve.

www.south-ayrshire.gov.uk/housing/ Winter 2012 // South Ayrshire Tenants Newsletter 9
As we’ve done over the last two years, here we tell you about
our performance over the last reporting year, 2011/12.
In addition, we’ve included some information about your
housing service and tenant/customer satisfaction levels.
In the future, you will
notice some changes to
the performance
information that we
publish – this is because
we will be focusing all of
our efforts on achieving
the outcomes within the
Scottish Social Housing
Charter.
One of our main focuses
will be to gather your
views about the services
that you receive from us
so we can assess how
satisfied you are. Our
interested tenants are
particularly keen to hear
about your experiences.
This will help them
gauge how well we are
achieving the outcomes
and you can help us by
completing any housing
satisfaction survey or by
attending our tenant
participation events.
Housing Performance Update
South Ayrshire Council’s
Landlord Profile 2011/2012
Total number of houses 8223
Total Rent Due In Year £23,769,474.80
Average weekly rent £62.45
Rent Increase 5.2%
Repairs
Repairs completed
on time
Our performance relating to ‘repairs
completed on time’ has decreased
from 93% to 86.9% over the past
year. Our in-house property and
maintenance team has advised that
the additional work – resulting from
the severe storms and high winds
experienced during the winter
months – created some challenges in
meeting target times. However,
although there was a reduction in the
percentage completed within target time,
an overall reduction in the level of
outstanding housing jobs was achieved, with
additional labour resources being applied to
resolving these repairs.
2009/2010 2010/2011 2011/2012
92.7% 93% 86.9%
% of customer
satisfaction with
the Repairs Service
89%

10
Winter 2012 // South Ayrshire Tenants Newsletter
www.south-ayrshire.gov.uk/housing/
Capital Programme
Council House Modernisation Works 2011/2012
Area Housing
Office
Full
Internal
Modernisation
Partial
Internal
Modernisation
Total
Properties
Ayr 77 386 463
Prestwick 12 2 14
Troon 37 32 69
Maybole 15 24 39
Girvan 4 174 178
All 145 618 763
The Council upgraded 763 homes
across South Ayrshire between
April 2011 and March 2012
(around 9% of our total stock).
Our annual capital programme
continues to be delivered yearon-year,
in an effort to
continually improve the quality
of our housing.
Scottish Quality Housing Standard (SHQS)
Houses meeting the SHQS
2009/2010 53.3%
2010/2011 59.3%
2011/2012 73.1%
The Scottish Housing Quality Standard is a standard that all Council
and Housing Association houses must meet by 2015. Our houses
must have modern facilities (such as kitchens and bathrooms), be
energy efficient and free from serious disrepair. We are continuing to
make steady progress towards achieving this standard in your homes.
In 2010/11, 59.3% of our homes met the standard and by 2011/12,
this has increased to 73.1%.
Empty Houses
Total number of properties re-let by area housing office
2009/2010 2010/2011 2011/2012
Ayr 337 442 468
Prestwick 56 42 58
Troon 98 71 95
Maybole 94 66 66
Girvan 100 105 93
All 685 726 780
% of tenant
satisfaction with
void standard
79%
The average time taken to re-let all
void properties has improved from
63 days in 2010/11 to 48 days in
2011/12. This has been achieved
by more emphasis being placed on
properties being pre-allocated
prior to the tenancy terminating.

www.south-ayrshire.gov.uk/housing/ Winter 2012 // South Ayrshire Tenants Newsletter 11
Rent Arrears
2009/2010 2010/2011 2011/2012
Current tenants’ rent arrears
as a % of rent collectable
4% 4.8% 4.9%
Tenant Participation (TP)
% of tenant groups that are
registered (RTOs)
Homelessness
2009/2010 2010/2011 2011/2012
50% 53% 59%
If you’d like to know more
about tenant participation
and the options for you to
be involved with your
housing service, contact
Gordon Campbell, Tenant
Participation Officer on
01292 612968.
2009/2010 2010/2011 2011/2012
Number of people who
approached us as homeless
% of decisions made on
homeless applications in less
than 4 weeks
Average number of weeks
taken to close a homeless
case
% satisfaction with temporary accommodation standards – 99.3%
Antisocial Behaviour (ASB)
950 908 946
93% 95.3% 92%
9 16 16
We encourage our
tenants to help the
housing service
monitor performance.
If you are interested
in taking part,
contact Gordon to
find out about our
regular meetings.
Number of evictions for ASB
(from Council Houses)
Number of Acceptable
Behaviour Contracts (ABCs)
progressed
Number of ASB Orders
progressed
2009/2010 2010/2011 2011/2012
1 3 0
19 6 11
5 1 4
% of customer
satisfied with ASB
complaint handling
94%

12
Winter 2012 // South Ayrshire Tenants Newsletter
North Wallacetoun Tenants and Residents
Association Scoops Top award!
We are delighted to announce
that North Wallacetoun Tenants
and Residents Association have
picked up the Tenant Group of
the Year Award at the Tenant
Participation Advisory Service
(TPAS) annual conference held
at the Crieff Hydro Hotel from
Friday 26th October – Sunday
28th October 2012.
The Tenant Participation
Champions & Good Practice
Scotland award ceremony was held
on the Friday evening with North
Wallacetoun coming up against 10
other tenant groups from all over
Scotland. The awards are run by
TPAS in association with the
Scottish Government’s Tenants
Priorities Team and the Chartered
Institute of Housing in Scotland.
South Ayrshire Council’s Housing
Policy & Strategy Team recognised
that North Wallacetoun Tenants
and Residents Association’s hard
work and commitment had resulted
in real positive outcomes for local
people. The nomination was
made to TPAS because the group:
• engage with the local
community in many ways and
involve them in the work of the
association.
• works closely with various
departments of the Council, the
NHS and the Police to improve
the living conditions and the
services that are delivered
within their local area.
• recognised a need for a new
play park for local children.
They applied to the People’s
Millions and were awarded a
grant and with further
financial support from South
www.south-ayrshire.gov.uk/housing/
The most recent holiday
club was called A Factor
and was a great success.
Some of the local children
were involved in making a
video which is available to
view on YouTube at
youtube.com/
watch?v=9dMC8ogBlVc
Ayrshire Council the play park
has now been constructed.
• raise funds throughout the
year to finance day trips for
families who benefit from this
quality family time.
• provide school holiday clubs
for local children.
Well done to North Wallacetoun
Tenants and Residents
Association for receiving this
national recognition. The Housing
Policy and Strategy Team wish
you continued success in future.
If you are interested in finding out
more about North Wallacetoun
Tenants and Residents Association
why not check out their facebook
page: North Wallacetoun
Community Group.
South Ayrshire
Tenants Group
South Ayrshire Tenants Group is a group
that aims to promote the interests of all
local authority tenants in South Ayrshire,
whether individuals or members of a
Tenants and Residents Association (TARA).
South Ayrshire Tenants Group holds Federation
status with national tenant organisations
including Tenant Participation Advisory Service
(TPAS) and Tenants Information Service (TIS);
and is also a Registered Tenants Organisation
(RTO) of the South West Regional Network
(Region 6), giving it direct access to the
Scottish Government.
Come and
join us.
Get involved.
Influence Council services,
especially Housing!
Meetings:
10.00 a.m. – 12.00 noon.
Last Tuesday of the month,
John Pollock Centre,
Mainholm Road, Ayr.
For further information
contact: The Secretary,
Derek Hart, Tel: 01292 671261
Come and meet
local Councillors
and staff, hear all
the latest updates
and information
about housing and
other issues

CHRISTMAS
& NEW YEAR
OPENING TIMES
Please
remember to
keep your home
warm to avoid
burst pipes
occurring
see our article
on pages 6&7
Staff can be contacted for all
areas on the following numbers
during the above opening times:
Homelessness Service 01292 611600
Housing Service 0300 123 0900
To report any emergency repairs
outwith office opening hours
please telephone
0300 123 0900
If you need to report a gas escape,
please call Scotia Gas Networks
0800 111 999
If you are homeless and need help
with temporary accommodation,
please contact the Homeless
Standby Service on
0808 100 3151
For Social Work Standby services,
please call
0800 328 7758
If you would like to make a payment outwith
our opening times, please call the Council’s
Telephone Payment Service which is
available 24 hours a day 7 days a week.
Girvan, Maybole,
Prestwick & Troon
CUSTOMER SERVICE CENTRES will close
on Friday 21 December 2012 at 4.00pm
Cash Payments will close at 3.30pm
Ayr
Housing Office, Riverside House,
21 River Terrace, Ayr will close on
Monday 24th December 2012 at 4.45pm
Cash payments will close at 4pm
Ayr Housing Office,
Riverside House
will re-open on the
following dates to provide a
Housing and Homelessness Service:
Thursday 27 December 2012
8.45am - 4.45pm
Friday 28 December 2012
8.45am - 4.00pm
Monday 31 December 2012
8.45am – 4.45pm
Simply call 0300 123 0900 and remember to
have your 13 digit payment reference
(which can be found on the front of your rent
card) when you call.

14
Winter 2012 // South Ayrshire Tenants Newsletter
www.south-ayrshire.gov.uk/housing/
Tenants Winter
Conference 2012
The Tenants Winter Conference was held on
Saturday 17th November 2012 in the Mercure
hotel in Ayr. This was one of the best attended
Tenants Conferences, with 74 tenants from all
over South Ayrshire coming along to join in.
Preparations for the Spring
Conference 2013 will get
underway soon. If you
would like to get involved,
contact Gordon Campbell
on 01292 612968 or e-mail
gordon.campbell@southayrshire.gov.uk
The day started off with an
introduction from the Portfolio
Carrier for Housing and
Customer First – Councillor
Philip Saxton. Kenny Leinster,
Head of Community Care and
Housing then gave an update on
the main housing issues arising
during 2012 as well as outlining
the challenges ahead.
Michael Bole from the Scottish
Government then gave an
excellent presentation on the
Scottish Social Housing Charter.
The purpose of the Charter is to
help improve the quality and
value of the services that social
landlords provide. After
Michael’s presentation,
delegates split into three
workshops to discuss ideas and
put forward suggestions on how
the Council should get ready for
the Charter.
During the lunch break delegates
were able to peruse stalls staffed
by people from Voluntary Action
Group Ayrshire and South
Ayrshire Council Community
Safety Team. Kevin Reynolds, the
Crime Prevention Officer from
Strathclyde Police was also on
hand to answer any questions
from the tenants.
In the afternoon John
Mullholland from Ayr Housing
Aid delivered a presentation on
Welfare Reform. Delegates again
split into three workshops
allowing the smaller groups to
discuss how the changes to
welfare, including the introduction
of Universal Credit and underoccupancy
rules might impact on
South Ayrshire tenants as well as
put their ideas forward of how
the Council could help people
affected during the changes.
All the comments and
suggestions made during the
workshops have been recorded
and will be used to inform
preparations for the Charter
and the reforms.
The event was organised by the
Tenants Conference Working
Group, which is made up of
tenants from South Ayrshire, in
partnership with the Housing
Policy & Strategy team. The
Tenants Conference Working
Group worked extremely hard
to make the Winter Conference
such a success and deserve a
big vote of thanks.
It was great to see so many
tenants turn out on the day
and we are already looking
forward to our Spring
Conference 2013. Watch this
space for further details!

customer service centre
Your improved South Ayrshire Council customer service centres
are now open in Girvan, Maybole, Prestwick and Troon.
These four centres, which have undergone terrific transformations,
provide a one-stop shop for all your needs right in the heart of your community,
making it easier than ever for you to contact us.
Here’s just a few of the services you can access from your customer service centre:
Clothing grants and free school meals
Council tax enquiries & payments
Golf events/bookings – Leisure Services
Housing enquiries & payments
Housing repairs
Registration enquiries & extracts requests
Special uplifts
Submitting a planning application
Waste management enquiries
The customer service centres can be found at the following locations:
GIRVAN
17-19 Knockcushan Street, Girvan, KA26 9AG
MAYBOLE
64 High Street, Maybole KA19 7BZ
PRESTWICK
2-6 the Cross, Prestwick KA9 1AN
TROON
Municipal Buildings, South Beach, Troon KA10 6EF
Our professional and friendly customer service advisers are available 8.45am-4.45pm
(Monday-Thursday) and 8.45am-4pm on Fridays. Pop in and see what we can do.
www.south-ayrshire.gov.uk/hereforyou 0300 123 0900
Listening to you
Complementing the improvements within our customer service centres, we’re introducing a new
complaints handling procedure from 7 January 2013. The new procedure, which sets out how we are
‘listening to you’, explains what is considered as a complaint, how you make a complaint and sets out
how we will deal with your complaint. Further information on the new procedure will be issued shortly
and will also be available online at www.south-ayrshire.gov.uk/listeningtoyou

GIRVAN
HARBOUR
MAYBOLE
TOWN HALL
TROON
BEACH
Welcome to our new fun, easy
and interesting competition.
Molly is a two-year-old black
labrador and will be visiting
various landmarks throughout
South Ayrshire in the coming
editions of our newsletter.
Can you guess where Molly
has been visiting for our
winter edition?
Molly says remember to keep
your dog under control
around play areas and also
remember to always pick up
after your dog!
Entries can either be sent by post or
e-mail and should include your name,
address, contact telephone number
and your answer. All entries should be
received no later than 4pm on Friday
25th January 2013.
The winner will receive £30
worth of shopping vouchers.
Remember to check out our next newsletter due
in the spring of 2013 to see where Molly has
been visiting!
E-mail entries
should be made to:
gordon.campbell@south-ayrshire.gov.uk
posted entries
should be sent to:
Gordon Campbell, Tenant Participation
Officer, Newton House, Green Street
Lane, Ayr, KA8 8BH.
All correct entries will be
included in the prize draw
and the winner will be
notified after the draw.