Our customer service

We aim to provide excellent standards of service to all of our customers.  You can find out more about what standards to expect in our ‘Service Standards’ leaflet.

We also want to know if we fail to live up to the promises we make about our services.  You can find out more about how to let us know in our ‘Complaints’ leaflet.  You can also contact us to make a complaint or give us feedback.

Working in our communities

It is our aim to create communities where people really want to live.  As well as maintaining and investing in our housing, we do this through a range of wider community projects.

Our Wider Role activities were first established in 2007.  Today, they consist of the following:
Better Off North Ayrshire
Better Off is a service for working age people who live in North Ayrshire.  Better Off Workers help lone parents, people out of work or on low incomes, to improve their financial circumstances.  You can clean more by visit the website  www.northayrshire.betteroff.org.uk.  Better Off North Ayrshire is funded for three years by the European Social Fund and the National Lottery Community Fund.


Please note that the Better Off Programme will soon end and no new appointments will be available after 30 September 2019 (other than for existing clients).
Local advice is available from other agencies including:​
​Welfare Rights, Debt and Housing Advice
  • CHAP - 01294 475633 (all North Ayrshire residents)
  • Welfare Reform Advice Team - 0300 999 4606 (Council tenants)
Welfare Rights Advice
  • Money Matters - 01294 310456 (all North Ayrshire residents)
Home Energy Advice
  • Citrus (Lemon Aid) Freephone 0800 221 8089
Other options for advice and support:
  • ​National Debtline - 0808 808 4000
  • Step Change - 0800 138 1111
  • Lone Parent Helpline - 0808 801 0323
  • Money Advice Scotland - 0141 572 0237
Handyman/Helping Hands
We also offer a Handyman service (which is chargeable) and a free Helping Hands service for older or disabled ANCHO tenants.  You can find our more in our ‘Handyman and Helping Hands’ leaflet. ​
 Small Steps Project
The Small Steps Project was established in 2015.  The project aims to increase confidence and self-esteem by delivering holistic and bespoke assistance to customers such as one-to-one and group counselling sessions to reduce levels of loneliness, depression and isolation.  Please note this service is currently under review and not accepting any referrals at this time.

Lock-up garages

As well as offering houses for rent, we also offer lock-up garages.  To find out more about where these are and how to apply, look at our ‘Lock-up Garages’ leaflet. 

​Our Membership and Governance

ANCHO is a membership organisation, and we are governed by a Management Board elected by our Members.

To find out more about membership and how to apply, have a look at our ‘Membership’ leaflet.

Our ‘Management Board’ leaflet tells you more about the work Board Members do and how you can become a Board Member.  Below are details of our current Management Board members
Chairperson:
Sonya Campbell-Perry
Vice Chairperson:
​Jackie Browne
Secretary:
Jason MacGilp​
Board members:
Mary Black
Zoe Brawn
Ruth Burley
​Bill Finlay
Sian Hughes
Etta Mounce
John Rodgers
Lesley Shepherd

Our Staff

​Governance Support & Leadership
  • Group Chief Executive:
    Jason MacGilp
  • Director of Customer Services
    John Davidson
  • Head of Service
    ​​Keith Henderson​​
Asset Management
  • Asset Manager:
    Paul Andrews
  • Asset Officer:
    Scott Cunningham​
​
Customer Services​
  • Customer Services Team Leader:
    ​Martin Connor
  • Housing Officers:
    Katrina McLennan
    Lorna Scott
    Marie Lawrie
  • Customer Services Advisers:
    Celine Turner
    Fiona Hicks (temporary)
    ​Helen Currie
    Sarah Hamilton
  • Estate Caretakers:
    Alan Prentice (Joiner)
    Keith Wenban
    Laughlan Francis
    Ronnie Tudhope (temporary)
​Wider Role
  • Better Off Team Lead:
    Louise Young
  • Better Off Workers:
    George MacPhail
    Pauline Gillespie
  • Better off Administration Assistant
    Tricia King

Involving our customers

We aim to offer opportunities for our customers to get involved in the work we do.  To find out more, see our ‘Involving our Customers’ leaflet. 

Vacancies

​We are currently seeking additional Management Board Members at the present time.  If you would be interested, please contact us.

Freedom of Information

The Freedom of Information (Scotland) Act 2002 (FOISA) gives everyone a right of access to information held by Scottish public authorities. Cairn Housing Group (Cairn Housing Association and its RSL subsidiary ANCHO Ltd) have been designated as Scottish Public Authorities under the Freedom of Information (Scotland) Act 2002. Cairn Homes and Services Ltd (trading as Cairn Living) is a commercial subsidiary of Cairn Housing Group not currently subject to the terms of the Act but some information relating to Environmental Information (Scotland) Regulations 2004 (EIR’s) may apply.

The aim of the Act is to increase openness and transparency by allowing people to access information about how decisions are taken and how public services are delivered.  For further information, please visist the Freedom of Information page.