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Queens Cross Housing Association

Value: £3,000,000
Client: Queens Cross Housing Association

Project Description

Queen’s cross Housing Association provide nearly 4,500 homes in an area that stretches north from Glasgow city centre along either side of the Forth and Clyde Canal. Their housing stock includes flats, deck access properties and traditional Glasgow tenements.

Reactive maintenance

This service included:

  • Plumbing
  • Plastering
  • Joinery
  • Electrical
  • Painting
  • Tiling
  • General labouring
  • Power washing
  • Roofing
  • Blacksmith
  • Brick laying
  • Glazing
  • Void property refurbishments
  • Medical adaptations

Covid-19, safe ways of working

During lockdown we were still carrying out emergency repairs. To protect both operatives and tenants we engaged with residents during their appointment booking to ensure they had no symptoms prior to our visit. Areas where we were carrying out works were cordoned off and sanitised after the work was complete. Signage indicating we were present in addition to our social distancing guidance were also clearly displayed in line with our Covid-19 policy.

Tenant engagement

Where a tenant is difficult to contact our operatives will leave a calling card alerting our scheduling team so the appointment can be rebooked and the operative resource can be reallocated. Operatives request tenants/occupiers sign works as complete requesting feedback via a customer satisfaction survey to encourage continued performance improvement.


P&D are committed to recruiting and training apprentices. As a result of the Queens Cross reactive maintenance contract we have created the following additional apprentice opportunities: 

  • Adult Apprentice (electrician)
  • 4th Year joiner
  • 2nd Year plumber
  • 1st year painter

Green solutions

We have recently introduced a paper free job line system and 60% of our operatives are now working on tablets.

Medical adaptations

We engaged tenants requiring medical adaptations to explain the works taking place, answering any questions they may have while alleviating their concerns. This delivers a smoother works progress for the tenant and operatives as complex needs and access requirements are collated up front. Completed works are then inspected to ensure they meet the required standards with tenant satisfaction surveys assessing both the works and the quality of our service delivery.

Queens Cross’s annual Gala Day

P&D Scotland attend and support Queens Cross’s annual Gala Day, last year we hosted two stalls and provided a free of charge candy cart and donut wall which seen us giveaway over 200 bags of sweets and 130 donuts to local residents.  A raffle was run at the event which seen us raise £92, these proceeds were donated to the Garscube Foundation who are a charity that operate in the Queens Cross area. A donation of sweets and water were also made to the Garscube Foundation at Christmas which allowed local children attending the Pantomime to enjoy refreshments throughout the performance.

About Queens Cross Housing Association

A registered society under the Co-operative and Community Benefit Societies Act 2014, they provide nearly 4,500 homes that stretch north from Glasgow city centre, following the historic Forth and Clyde Canal. They’re part of the community and run lots of projects, events and activities that bring people of all ages and backgrounds together. They provide nearly 500 sheltered homes for older people, support and accommodation for young people who have experienced homelessness, and support people experiencing mental health related issues. They're run by a Board and four Community Involvement Groups, the majority membership of which are local people.

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