Meet Our GREAT Teams
We are governed by a Management Committee made up of up to 15 members, all with a keen interest in housing, local community and making a positive contribution. Our Management Committee is led by our Convener Brian Pattinson, Vice-Convener Peter Ward and Secretary Russell Brown. We have around 100 staff supporting our Management Committee to deliver great services to our tenants and other customers to ensure they have the best experience possible.
The Planned Maintenance team work to ensure that our housing stock meets the Scottish Housing Quality Standards (SHQS) and also that our homes meet the Energy Efficiency Standard for Social Housing (EESSH). We manage replacement of kitchens and bathrooms, upgrades to heating systems, replacing doors and windows in our properties or hot water cylinders or gas boilers. The planned team work closely with our contractors to ensure that customers have a positive experience during what can be disruptive works.
The Cyclical Maintenance team deal with all the routine maintenance and servicing. This is varied and wide ranging and includes everything from the servicing of passenger lifts, coordinating annual gas safety checks and carrying out electrical inspections, to undertaking Fire Risk Assessments, servicing lightening conductors and carrying out asbestos surveys.
The Void and Repairs team is a team of 4 that consists of an Assistant Manager, Administration Assistant and two Maintenance Officers. This dynamic team is responsible for the delivery of the repairs carried out across Loreburn’s 2267 properties. The team also manages the works carried out in void properties returning them back to a relettable condition for our new customers to ensure they receive a great property in which they can call home.
We are the first point of contact for most incoming queries, our team is made up of 7 Customer Experience Advisors; David and Callum M who are based in our Stranraer Office and Callum R, Kelly, Maureen, Kerris and Dean who are based in our Dumfries Office. The team is headed by Joanne Gordon, Customer Experience and Income Manager and line managed by Rebecca McColm, Customer Experience and Lettings Assistant Manager.
Customer Engagement has a broad and well-rounded knowledge of all areas within the organisation and endeavour to assist with all queries first hand in order to provide a fast and efficient service to our customers. If on a rare occasion we are unable to assist you we will direct you to a member of staff who can, or we will arrange for them to contact you as soon as possible. Our customers are at the heart of what we do, with all decision making processes centred around providing the best possible service we can.
In addition to manning our receptions desks the team are also responsible for managing our housing applications and property allocations via our Loreburn Lettings site, managing Loreburn’s social media and website accounts, creating and editing the Loreburn Living newsletter, responding to email correspondence and overseeing customer complaints.
As a customer facing team, we work in a very fast paced environment where no two days are ever the same, our team is made up of very high energy individuals who are always on hand to help customers and colleagues alike, which makes our role very rewarding.
So whether you would like to make a rent payment, apply for housing or report a repair our team are here to help - we look forward to hearing from you very soon!
Housing & Community Engagement
We provide a wraparound service for our customers. Our Housing & Community Engagement Officers (HCEO) are based on our developments and in our Dumfries and Stranraer office. Your HCEO will assist with:
Tenancy Management and Sustainment
We will work with you to manage and sustain your tenancy for as long as possible. We can help sign post you to other services, try to implement ideas into the community and support you to maintain your tenancy for as long as possible.
We will carry out Estate Inspections at least once a month on the external and any internal areas of each of our developments. If you have anything you would like to discuss you can ask your Housing and Community Engagement Officer when you see them on site, email them or call them on their mobile. We introduced Estate Walkabouts in 2018 which involved our customers in our monthly inspections; this is a great opportunity for you to tell your Housing and Community Engagement Officer what you would like to see in your development.
We carry out Community Involvement Events which take on many different guises, such as litter picks, fun days or helping build fences. If you have an idea for something you would like to see your Housing and Community Engagement Officer implement in your development, please let us know!
We will investigate and deal with Anti-Social behaviour in accordance with our Anti-Social Behaviour Policy.
We are responsible for maximising Loreburn’s income and minimising losses due to unpaid rent.
Based in our Dumfries Office we have Manager, Joanne Gordon, Assistant Manager, Tony Barrett, Lead Officer, Karen Duncan, Officers, Jo Petherick, Vicky McDonald and Kerry Graham and Assistant Christy Welsh.
Based in our Stranraer Office we have Officers, Ian McGeoch and Margaret Thompson, Service Charge Officer, Martina Moore and Apprentice Aiden Rennie
As well as maximising Loreburn’s income we are also responsible for initiatives for the benefit of our customers. We work with our customers to ensure that they are receiving all the income and benefits that they are entitled to. We provide assistance with and signposting to agencies to help with employability, budgeting, fuel debts and other relevant support to help customers manage their tenancy. We also manage our innovative Brill-I-Rent budget set up to assist customers who have been disadvantaged due to Welfare Reform.
With access to the internet and IT equipment whilst out on site, our Officers can visit you at home to assist with Income related matters.
Supported Housing – Young Peoples Service
We provide accommodation for people aged between 16 and 25 years. We provide a pathway to opportunities for Young People, whilst offering them a safe and secure environment to live with experienced qualified staff on hand to provide support, guidance and assistance.
We provide accommodation for up to 6 young people at each project, Hope Place, Dumfries and Reston, Stranraer.
We aim to empower Young People to improve their quality of life, access opportunities and to be in a position to make the next step in their journey towards securing their own tenancy.
We have Supported Housing Advisors who offer support and guidance to all Young People who access our service, we aim to build confidence, resilience, establish positive routines, develop daily living skills and assist Young People to access opportunities in training, education and employment.
Our advisors handle a range of tasks, from cooking and cleaning to more in depth tasks such as accessing and applying for further education or employment. We aim to promote positive interactions between Young People living in the accommodation and promote their active involvement in providing feedback on their experience of the Supported Housing Service, anything they feel we could improve and anything that worked well for them during their time, this helps us shape our service and continue to improve the service to meet the needs and aspirations of all Young People who access our Supported Housing Service.
Supported Housing – Older Peoples Service
We have a great team of Supported Housing Advisors who work with customers aged 55 and above in 7 welcoming developments across Dumfries & Galloway.
We provide a safe and secure environment for more than 200 customers in independent, self-contained properties. Five of our properties also offer communal facilities including guest rooms, laundries, gardens and comfortable, welcoming lounge facilities.
We believe that regardless of age or ability, everyone has something to offer and our team work hard to encourage independence, confidence, lots of laughs and Healthy Futures.
Using skilled staff and state of the art technology, we support and empower our customers to choose what’s right for them. We develop tailor made support plans with them to be the best version of themselves and work closely with partner agencies to ensure a great wrap-around service for our customer’s health and wellbeing. For more information, please call or visit one of our developments. You’ll receive a very warm welcome.
Care and Repair
We help older people or those living with disabilities to continue to live in the safety and comfort of their own homes. We provide advice and assistance in applying for local authority grants for housing adaptations. The service is only available to owner occupiers or those renting privately. Based in our Dumfries and Stranraer offices our Care & Repair service covers the entire Dumfries and Galloway Region.
Some examples of works we have been involved with include; level access showers, wet floor showers, exterior access ramps, ground floor toilets and curved stair lifts.
When we receive a referral from your Occupational Therapist we will guide you through the whole process, from making an initial visit to your home and explaining what we do and to discuss what work is required, through to the completion of grant applications, preparing tenders for the work to be carried out and ensuring works are carried out to the required standard.
If you think we might be able to assist you, please contact us. Alternatively, you can contact your local Occupational Therapist on 030 3333 3001 to ask about a referral.
Finance and Procurement
Loreburn’s finance department is a passionate team which consist of two assistants, two officers, an assistant manager led by knowledgeable and experienced finance manager. Our busy finance team ensure all our rent payments are posted to the correct rent account, invoices are posted onto our system and authorised for payment, the bank transactions are posted and various other transactions accounted for.
However, our role goes much further than just simply bookkeeping. We are responsible for managing the organisation’s cash flows and ensuring there is enough funds available for day-to-day payments. We also work closely with Loreburn’s management team in setting and monitoring budgets to ensure value for money. Our work contributes to the management and improvement of Loreburn’s operations.
We also prepare the management accounting information to assist the executive team & management committee in making strategic decisions.
Our role is also to support the rest of the organisation by leading the way on procurement. Our aim is to ensure that our procurement is value for money for our customers and that our supply chain add value to our customers as well as the communities they serve.
We’re proud to serve Loreburn & our community in the way of creating great places to live.
The team manages the building contract throughout the construction phase, making sure the schedule is on track for completion and ensuring our houses are built to the highest possible standard. Once the development is near completion we work with the Customer Engagement Team and the Housing & Community Engagement Team for allocation of the new homes. Once the homes have been allocated and the construction phase is completed, we can then arrange site visits to handover the new homes to their new occupiers. On the handover day we walk round the new property with the customers and provide information that they require to use heating, water and electrical systems etc. We also provide a handbook to all new customers to explain the features and appliances of the new property and any information they may need in relation to defect repairs and permission for alterations and improvements. After handover the team also deal with any repair issues that might arise during the first year, passing repairs to the build contractor to rectify, timeously.
The team work with many external agencies for example; Dumfries and Galloway Council, the NHS, the Scottish Government and local communities, all providing their input to make sure we build the right homes in the right places. With our current development programme being well under way and we are positive we will meet our target of building over 300 new homes in the next 4 - 5 years. The programme will make a major contribution to Loreburn’s overall strategy of growth by delivering new high quality, affordable, energy efficient homes. This is a very exciting time for the Development Team as we have identified a need for a variety of different housing provisions region wide. Alongside our great quality general purpose family homes we will be developing Extra Care and supported housing developments.
Our aim is to build all our houses to Passive standard and also design them as Dementia friendly to meet the demands of an ageing population across Dumfries & Galloway.