23 October 2018

28 owners plus family and guests attended the conference, our largest turnout to date with standing room only by the time we started.

Prior to the conference we held surgeries where owners had an opportunity to raise specific issues with staff and these were well attended. Owners enjoyed presentations on:

• how GWEn complies with the Property Factors (Scotland) Act 2011; how we are developing a code of conduct and reviewing our Written Statement of Services
• our investment priorities; our responsibilities for consultation and explanations of when we will tender for works required
• our environmental challenges including landscaping, close cleaning and waste management, including our ongoing discussions with the Council on the bin replacement programme. We are preparing a tender for landscaping services and explained how this would be done.

Owners were given the opportunity to sign up for our gas servicing service and were reminded about the financial benefits of paying by Direct Debit.

We discussed our future service priorities including our desire to go paperless through the owner’s portal and e-billing.

We made a commitment to learn from complaints and improve our service through robust reviews of our processes and our commitment to staff training and qualifications.

The conference is a great opportunity to meet owners and to build confidence in our Factoring Service. The feedback was generally positive although we will allow more time for surgeries as specific issues around certain blocks may not be of interest to all owners. We made a commitment to respond to everyone who asked a question at the meeting.

We look forward to further improving our service and our communication with owners so we can work together to improve all our common areas.