WDC/WDTRO Liaison Meeting Minutes 2026
WDC/WDTRO Liaison Meeting No. 100
Thursday 26th February 2026, 1:30pm, Council offices, 16 Church Street, Dumbarton (plus zoom option)
List of those present at meeting:
- Frances McGonagle, Littleholm TRA (chaired meeting)
- Councillor Gurpreet Johal, Housing Convener (on zoom)
- Harry McCormack, Tullichewan TRA
- June Todd, WDTRO
- Jacqui Peacock, Dalmuir TRA
- Janette Donline, Dalmuir TRA
- Stefan Kristmanns, Housing Development Co-ordinator
- Anton Gillhamn, Maintenance Manager (Building Services)
- Kevin McCrossan, Housing Operations Co-ordinator (Dumbarton & Vale)
- John Kerr, Housing Development and Homelessness Manager
- Alan Young, Housing Asset & Investment Manager (on Zoom)
- Jennifer McKechnie, Housing Development Officer (Tenant Participation Officer)
- Jane Mack, Senior Housing Development Officer (Tenant Participation Officer)
Welcome, introductions and apologies
Apologies received Billy and Elaine Neeson (Westbridgend TRA) and Jim McCarron (HRA Accountant).
Updates on actions from previous meetings
CCTV update – All work now completed.
Update on broken lift at Crescent Court - fully operational since 14/2/26. Action completed.
Update on discussion re HRA charges for grass cutting -discussed at Pre-HACC Forum and confirmation of priority areas will be gathered from Nicola Pettigrew and shared.
Update on Queen’s Quay District Heating System (DHS) – John confirmed that earliest connection would be 2028. Waiting on a formal update but Hospital have indicated that they are interested. Further development of Queen’s Quay could also be a catalyst for speeding up the extension. Janette advised that tenants at Dalmuir have been waiting years. John confirmed that the HRA contribution is built into the Capital plan so ready to go and would also get Scottish Government money.
John asked if the Connected Response had helped and does give more time periods for getting cheaper energy but still too expensive for many. Jacqui advised that she had got a new storage heater and it was working much better. Alan confirmed that they would replace storage heaters when needed and there is different ways to interpret the definition of the Scottish Housing Quality Standard (SHQS) to say whether storage heaters meet the central heating element as do have a central control but not in tenants control. Been assessed that the extension of the Queen’s Quay DHS is the best option in terms of value for money for improving the heating provision at Dalmuir.
June asked what the projected lifespan of the flats at Dalmuir was and it was confirmed as at least 25 years.
Confirmation that Building Services staff carry ‘no access’ cards – written confirmation been given and Anton also confirmed that has been included at team meetings and reminders included in monthly workforce update. Action completed.
Reporting communal repairs online – been confirmed that communal repairs can be reported online but isn’t clear as have to pick ‘other’ option and then describe using free text box. Prior to meeting Craig had confirmed that are working on improving the online reporting tool and is included in an action plan for developing. No firm timeline at present but will update on progress.
Reporting Fire doors- been confirmed that caretakers do report fire doors and also SFRS do quarterly inspections. Anton confirmed that a repair to a fire door hinge or closer would be categorised as urgent and target for completing in 5 days. If the fire door needs replaced, takes longer as need to be ordered.
Briefing note on new Housing Scotland Bill – John confirmed 2 main changes are introduction of Awaab’s Law and rent controls affecting the private sector. John has created briefing note on Awaab’s Law and it will be circulated with minutes.
Caretaker cover and levels of cleanliness (Nicola Pettigrew/Kevin McCrossan)
Copies of an update provided by Nicola Pettigrew, Housing operations Manager on caretaking and cleanliness issues been circulated electronically ahead of meeting and copies given out at meeting. Kevin talked thro the update provided which sets out the
hours and remit of the static and out of hours cover. Currently caretaking service been significantly impacted with staff sickness and are 7 posts short and are exploring are exploring options to try and address this gap. Do accept that level of cleanliness is not what they would like and Kevin apologised for the lower standards due to staff shortages.
Frances raised examples from Littleholm, when a tenant had phoned in at a weekend about blood in the lift they had been told there was no staff at the weekend – Kevin confirmed that there was a small weekend team but they are affected by staff shortage so could have been no-one was available at that time. Frances advised that the blood was there for 8 days and when did get cleaned, wasn’t done well and tenants eventually cleaned it off properly.
Other example was bulk on landings often there for weeks and if daily checks were being done this shouldn’t happen. Kevin confirmed that should be getting daily checks and anything that was a fire risk should get moved and would let HO know so that they take it up with the tenant.
Are also introducing a daily monitoring sheet that all Caretakers will complete when doing their daily checks and this was welcomed. Proposed that could be displayed in foyers in same way as in many pubs /restaurant toilets to be more transparent.
The update provided sets out the standard that should be working to and Stefan highlighted the disconnect between the written standard and what tenants are experiencing therefore the update could be created into a service standard to make it clearer and help monitoring. This was agreed.
Also discussed the deep cleans as they had been hoped to help improve cleanliness standards and make it easier for caretakers to maintain the cleanliness. Deep clean programme is continuing so tenants could be advised when their deep clean is due so that they know when it is happening.
Gurpreet echoed the concerns tenants had raised and he been dealing with similar complaints at Risk Street and need to see improvements.
Actions agreed:
- Add as a regular Liaison agenda item
- Develop a Service Standard for caretaking from update provided
- Clarify what is specified in a deep clean and share with tenants bi-annual schedule of when these are taking place
- Prioritise lift cleanliness
- Display daily monitoring sheets
- Display contact numbers and out of hour arrangements
Reviewed Lift Protocol
copy of revised lift protocol process circulated ahead of the meeting
Discussed reviewed protocol and it was identified that says during out of hours or at weekends, Neighbourhood team/ caretaking team to arrange signage and ASB team to issue text alerts but doesn’t show how they would know to do that. Recent incidents at Westbridgend had been at weekends and text messages hadn’t been received until Tuesday following contact with the HO – process map to be amended to show how ASB team are advised when to send text out when breakdowns happen at weekends.
In terms of vulnerable tenants, says that housing will check records for vulnerable tenants but doesn’t say what they then offer and Kevin confirmed that they would contact such tenants and depending on their needs e.g need food, a prescription or need out to an appointment would provide help. Would also link in with HSCP to assist too. States that vulnerable tenants will be contacted if both lifts are off but even if one lift is off, many immobile or poorly mobile people will not manage 1 flight of stairs – process map to be amended to highlight the support to vulnerable tenants when 1 or 2 lifts are off. Kevin will also check how information on ‘vulnerable tenants’ is shared and kept up to date.
HRA update (Jim McCarron)
In Jim’s absence Stefan clarified that the HRA update given at the Pre-HACC Forum on Monday 2/3 was the most up to date position and rent increase would be agreed at Council meeting on 4/3/26.
WDC response to tackling dampness (John Kerr/Anton Gillham)
update on sensor rollout and update on inspections and repairs completed within timescale distributed ahead of meeting.
Anton confirmed that sensor installs continue. Had been a slight decline in numbers being done but now being offered when EICR checks being done and had good response. BSOs been trained in dampness and more effective in diagnosing issues. They monitor the sensor dashboard and respond to any flags or concerns and can respond quickly with repairs, support and advice. Had lost 2 officers due to internal promotions but 1 new start soon and other post being advertised.
John confirmed that there is funding for 1600 sensors included in draft budget for 2026/27. Update provided shows that the average time WDC are currently taking to resolve cases of damp and/or mould Target to is just under 15 days which means we are well placed already to meet the obligations included in Awaab’s Law. Any tenant can request for a sensor to be fitted.
Alan advised that wouldn’t expect dampness in the MSFs as they have good insulation but ventilation is essential. Contractor doing the annual checks on the internal bathroom vents at Dalmuir has flagged that they need upgrading and options are being considered.
Repairs performance update
performance info distributed ahead of meeting
Anton confirmed that average times have been improving and now under 4 hours for emergencies and 2.7 days for urgent repairs. Right First Time have dropped slightly but still high at 98.8% and have had no gas check failures.
Stefan also highlighted that the number of repairs cancelled due to no access has reduced too which is good to see.
Repair call handling update
performance info distributed ahead of meeting (Anton Gillham)
Improvements continuing – more calls answered, less abandoned and average queue time for all types of calls is 1min 21 seconds. Longest wait time is still over 24 minutes so agreed to continue to monitor.
Rechargeable Repairs Process 6-monthly update
update provided ahead of meeting
Stefan ran thro the update provided and confirmed that new Repairs Policy had made it clearer when repairs should be recharged and staff given clearer guidance on when they should recharge and then raise invoices. Update shows that rechargeable repairs are being raised and invoices issued. Downside is payment recovery and recovery rate is still low. When an invoice becomes a debt, there is a hierarchy of debt repayment and other debts will be prioritised e.g. Council Tax, arrears etc.
Been internal report on assessing options for improving recovery rates but will be limited. Do raise invoices more quickly to help encourage payment. Have also been highlighting tenant responsibilities in the Housing News to emphasis the impact it has on the HRA and the resources available for repairs.
Question was asked if there was leeway within the policy if there were mental health issues and was confirmed there was.
Reviewed walkabout process (Kevin McCrossan)
copy issued ahead of meeting
Walkabout process sets out how they should be done. Tenants happy with the reviewed process and key is that the process gets followed.
One change still to be made is to add in that BSOs will bring list of communal repairs already reported to reduce any unnecessary duplication. Final version of process will then be shared with the WDTRO. Housing operations and Building Services also to reinforce to their teams what the correct process is to ensure that they are as effective as possible.
Walkabouts, updates and any issues (Kevin McCrossan)
updated spreadsheet distributed ahead of meeting
Update shows that process not being followed in Clydebank and number of updates from walkabouts haven’t been shared – Dalmuir and Littleholm.
Drumry’s request for a walkabout also taken 5 months to get organised.
Working well in Tullichewan.
Will continue to monitor until all getting done consistently well and processed followed.
Tenant Priority Budget updates
updates distributed ahead of meeting
Laundries are progressing. Park court being done first and then Kilbowie. Park Court starting on 9/3/26. Timeline still to be confirmed and Anton will get update so that tenants can be confirmed of start and how long work will take.
Alan advised that still delayed re Kilbowie court canopy – SEPA regulations thwarting progress but got an officer investigating. 314K was original cost and won’t be affected by these delays re drainage.
Forward Plan (John Kerr)
More Homes paper approved at Housing & Communities Committee(HACC). Capital Investment Plan paper had also been included to make sure they are sustainable in future and this paper too been approved.
2 modular units at Gilmour Avenue completed and leasing one to the HSCP and other is tenants.
Willox Park now completed and sheltered tenants being assisted to move into new building and good feedback from those who have moved.
Bank Street (Alexandria) and Queen Mary Ave (Clydebank) both on site.
Silverton redevelopment more complex and involve flood prevention issues.
Buybacks also still contributing to increasing stock economically and 35 now completed this year.
Tenant Participation update (Jane Mack)
Jane confirmed that this was 100th Liaison meeting. The first meeting had taken place on 9 Feb 2009 and from the minutes, senior managers and the Housing Convener were present along with a number of tenants. Was pre- the WDTRO and an uncertain time for tenants as partial stock transfer was being considered. The WDTRO was created when the Dumbarton & Vale Housing Federation and the Clydebank Federation came together to create one joint Federation.
Over the years, the partnership approach and co-chairing of the Liaison meetings been developed and the range of teams represented at the meetings increased to ensure all housing aspects can be dealt with. The involvement of the Housing Convener has been from the start and Gurpreet continues the important recognition that holds.
Most other landlords have a version of a Liaison meeting, called different things but when TPAS did our accreditation, the effectiveness of the Liaison meetings was commended. This is mainly due to the input from the WDTRO in bringing issues to the table and sharing their experiences to help improve housing services.
Still much to be done to make sure tenants are at the centre of everything we do. Having managers and the Housing Convener hearing first hand from tenants should help them appreciate the benefits of listening to tenants and the task for them is to cascade that message thro their teams.
Much has been achieved and making sure we respond quickly to issues raised at Liaisons and providing updates is essential. Tenant and staff time is valuable and want meetings to be as effective as possible. Jane thanked staff and tenants for their continued support to the Liaison meetings.
AOCB
Frances raised concerns recently at Littleholm with Scottish Gas Network (SGN) doing work at West Court and they had blocked the back exit door. Has now been cleared and 2 marshalls on duty to keep people from using exit. Had it confirmed that Council is responsible for Health & Safety and no fire door should ever get blocked. Is clear now and scaffolding being removed but Littleholm TRA want to know what precautions were taken at Clyde and Park Court where the work had previously been done – were they blocked? Kevin agreed to get confirmation.
Date of next meeting
Thursday 23 April, 1:30pm at Council Offices, 16 Church Street, Dumbarton, G82 1QL