annual report 2010 - 20 11 - canllawcanllaw.org/annual2010-11.pdf · the field of public services,...

Annual Report

2010 - 2011

2

ContentsBackground 3

Foreword 4

Our mission, values and vision 5

Services 6

Highlights 7

Performance outcomes 8

Governance arrangements 10

Financial results 2010/11 11

BackgroundAt the dawn of a new era of challenges and changes inthe field of public services, Canllaw is here to to directlyparticipate in:

• satisfying the needs of the most vulnerable to maintaina suitable and safe home;

• ensuring that there is a wide range of provision andlocal solutions that are suitable for our client group

• supporting local economic and community re-generation activities; and

• reducing fuel poverty and carbon emissions from theprivate housing sector.

Canllaw is a social enterprise that is active throughoutGwynedd and Isle of Anglesey. We provide housingservices and practical solutions in response to thehousing needs of local older or vulnerable people, and tryto reduce their social disadvantages whilst contributing tore-generate their communities and sustain the Welshlanguage. There are two Care and Repair agencies withinCanllaw, namely Gofal a Thrwsio Gwynedd and Gofal aThrwsio Môn.

The company has developed its unique standing from theprevious experiences, successes and expertise of thetwo local Care & Repair Agencies. The Care & Repairservice and ethos remains at the company’s core inproviding housing related services and solutions. Thecompany will seek opportunities to build on beyond theCare & Repair agencies and older people, and to thewider vulnerable people of our communities who requirespecialist housing related services.

Bac

kgro

und

The service wasexcellent bothwith regard tostaff, quality ofwork and aftercare .

Mr T. Penygroes

3

“

”

4

Foreword by the Chairman and DirectorBoth the Care & Repair Agencies have stepped upto the mark in considering the implications of theeconomic challenges, national policies such as‘Making the Connections’, regulatory frameworksand good governance guidance.

An open and constructive dialogue was held in 2010between members of the management committeesof both Agencies, and it was resolved by bothcommittees to unite the governance arrangementsunder one new banner, namely Canllaw (Eryri) Cyf.

Canllaw exists as a new social enterprise thatfacilitates both Agencies, being Gofal a ThrwsioMôn and Gofal a Thrwsio Gwynedd. This newarrangement sees efficiencies at management levelpromoting the ability to maximise investment infront line services, cooperating in order to achieve,and preparing for any opportunities as publicservices transform. Therefore we have crossboundary collaboration, sharing resources tomaximise local investments, as well as ensuringinvesting in front line services.

We would like to thank ex-members of bothcommittees and existing members of Canllaw’sBoard for their vision and leadership over the lastyear, and to the staff for their commitment andsupport. Wishing also to recognise the advice andsupport of officers from Care & Repair Cymru, bothlocal authorities, and the Welsh AssemblyGovernment as we went through this process.

Despite all the governance changes and re-organising of operational management, the staff ofboth Agencies have continued to achieve excellentservices. Over 4,000 cases were completed lastyear for our clients across Gwynedd and Ynys Mon,which equates to over £2.1 million of work. Theoutcomes for our clients show that over 90% notedthat their independence and safety had improved,and allowing them to remain in their own homes.

We recognise the importance of ensuringcontinuous improvement in the services that weoperate in order to improve the outcomes for ourclient. To facilitate this, a Quality Monitoring Officerwas appointed who supports front line staff;analyse, compare and interpret performanceoutcomes; and develop a framework to measureperformance for all of Canllaw’s operations.

As well as ensuring an effective framework tomeasure performance, we are also eager to have adeeper understanding on the direct contribution thatthe Care & Repair services of both Agencies haveon the independence and quality of life of olderpeople. We have been successful in commissioningresearch work with the University of Wales atBangor which will be completed in this coming year.The hope is to ascertain what we do well, where wecan improve, and what gaps are there in currentprovisions.

As part of Cymdeithas Tai Eryri group, the Boardmembers have undertaken a comprehensive BoardDevelopment Programme for continuousdevelopment of governance functions across thegroup. Thus far a number of training and workshopshave been achieved jointly with other boardmembers within the group.

The social enterprise sector is growing as abusiness sector, distinct from both private businessand the voluntary sector, and agents for positivechange defined by our social and/or environmentalmissions. Canllaw is eager to take an energetic partin developing the sector locally, collaborate with ourpartners and identify sustainable solutions that willserve our clients’ needs now and to the future.

Fore

wor

d

Alwyn Rowlands Chairman

Elfyn OwenDirector

5

Our Mission

Values

Our Vision • To be a prosperous, well managed innovative social enterprise who will

provide a wide range of housing options to older orvulnerable people in response to local needs;

• Clients and other customers will directly influenceon achieving and improving services;

• Our local services will be of high quality,sustainable and pro-active to our clientgroup's needs;

• Contributing towards the Cymdeithas TaiEryri Group’s vision to improve the economicand social conditions of people in need, protectthe natural environment and developing strongcommunities where the Welsh language canflourish.

Our Values define the principles that lie at the root of our activities and behaviour:

• Improve our customers' quality of life and respond to the community's needs

• Improve our standards with enthusiasm and imagination

• Be accountable to our customers and the broader community

• Showing respect in every aspect of our work

• Promote equality and to administrate bilingually

• To have pride in the Welsh Language

“Canllaw exists to provide a highquality service to enable older orvulnerable people to live safely andindependently in their communities”.

Our

Mis

sion

, Val

ues

& V

isio

n

6

Gofal a Thrwsio Môn; other preventive services Minor Adaptations Service – the MinorAdaptations service provides quick minoradaptations to older and disabled people to preventaccidents that could cause admittance to hospital orresidential home, or to facilitate safe release fromhospital for the service users.

Tasgmon Service – Gofal a Thrwsio Môn workswith the Local Authority to provide a handypersonservice. This scheme is commissioned and financedby The Isle of Anglesey County Council andprovides essential minor repairs service to the olderpeople of Anglesey to maintain their homes in adirect, independent and confident manner.

Community Safety – the Tasgmon Service,through the Agency, undertakes and installs safetymeasures in the homes of the older and vulnerablepeople of the area, following specific directionsfrom the local police as part of the Safe HomesScheme.

Fire safety – in partnership with the North WalesFire and Rescue Service, Gofal a Thrwsio Môn haveinstalled smoke detectors and directed the clientsto have fire prevention inspections of their homes.

Gofal a Thrwsio Gwynedd:other preventive servicesSafety in the Home Service – The Safety in theHome Service provides quick minor repairs andadaptations service to older and disabled people toprevent accidents that could cause admittance tohospital or residential home or to facilitate saferelease from hospital for the service users.

Telecare – in partnership with Gwynedd Council,Gofal a Thrwsio Gwynedd are installing telecaresystems in the homes of older and vulnerablepeople who are recognised as requiring extra helpto maintain their independence.

Community Safety – The Agency undertakesinstalling safety measures in the homes ofvulnerable people in the area following specificinstructions by the police.

Fire Safety - in partnership with the North WalesFire and Rescue Service, Gofal a Thrwsio Gwyneddhave installed smoke detectors and directed theclients to have fire prevention inspections of theirhomes.

Formal Care and Repair service – There are two Agencies,Gofal a Thrwsio Môn and Gofal a Thrwsio Gwynedd, who listento what the older person needs and puts together a package ofinformation and repair; with support for it to happen.

Rapid Response Adaptations Programme – A scheme by theWelsh Assembly Government that is distributed by the Careand Repair Agencies that provides non-means tested supportup to £350 for every minor adaptation or emergency repairs.

Services Provision

Ser

vice

Pro

visi

on

We felt you really cared about the work andthe customers you were helping. Thank youall for making my life so much easier . Mrs P. Fairbourne

“

”

Gofal a Thrwsio GwyneddGofal a Thrwsio Môn

7

• Establish Canllaw as a new social enterprise.

• Resolve to establish Canllaw’s Technical Service from 2011/12 onwards.

• Undertake a Board Development Programme for continuous development ofthe governance functions within the organisation.

• Appoint a Quality Monitoring Officer to contribute to continuous improvementof our services and the outcomes to clients.

• Succeed in commissioning research that will look at how the local Care &Repair service contributes directly towards the independence and quality of lifeof older people. The study will be completed in 2011/12 through the KESSprogramme by the University of Wales, Bangor.

• Adopt the Healthy Homes Check developedby Care & Repair Cymru.

• Technical staff successfully completedtraining in Energy Awareness to helpclients regarding energy efficiency andfuel poverty.

• Undertook a proactive role on theGwynedd Housing CarbonFootprint Sub-group, thatcontributed to successful ARBEDprogrammes by local HousingAssociations.

• Contributed to the further development ofthe Telecare service in Gwynedd.

Highlights 2010/11

Hig

hlig

hts

Very much appreciated, makinglife easier and tolerable. Manythanks to all concerned .

Mrs B, Benllech

“

”

Nick Bennett, CEO of CommunityHousing Cymru, our guest speaker atthe launch of Canllaw in November2010 with Elfyn Owen, Director.

8

Performance Outcomes 2010 – 2011

Gofal a Thrwsio Gwynedd

Client Satisfaction Survey Results

Rapid Response Adaptations Programme (RRAP)

Number of referrals 3171

Clients between 60-74 21%


Clients 85 and over 29%

Clients living alone 39%

Total number of work completed 2991

Total cost of work completed £ 1,116,000

Type of work

Safety at Home 936

Telecare 935

HEES 38

Disabled Facilities Grant 94

Private funded work 42

Charitable Funding 36

Scheme 1a 18

Community Safety Scheme 106

RRAP 786

Clients who stated that their independence and security had been improved 93%

Clients that stated the service they received enabled the client to stay in their homes. 97%

Clients who would recommend the service to others. 97%

Number of complaints received. 0%


Clients between 60 – 74 21%

Clients between 75- 84 39%



Number of completed jobs 786

Total cost of completed work £ 81,842

Per

form

ance

Out

com

es


9

Gofal a Thrwsio Môn

Client Satisfaction Survey Results

Rapid Response Adaptations Programme (RRAP)






Total number of work completed 1145

Total cost of work completed £ 1,061,188

Type of work

Disabled Facilities Grant 97

Minor Works 410

HEES 10

Energy Efficient Grant 21

Private funded work 9

Charitable Funding 1

Scheme 1a 5

Handyperson Service 109

Essential Repair Grant 4

Safe Homes 3

RRAP 476

Clients who stated that their independence and security had been improved 92%

Clients that stated the service they received enabled the client to stay in their homes. 95%

Clients who would recommend the service to others. 94%

Number of complaints received. 0%

Per

form

ance

Out

com

es


Clients between 60 – 74 26%

Clients between 75- 84 39%



Number of completed jobs 476

Total cost of completed work £ 70,507


10

Canllaw (Eryri) Cyf. is a company limited byguarantee incorporated on January 18th 1999 andregistered as a charity on May 25th , 1999(previously recognised as Gofal a Thrwsio GwyneddCyf.). The company was established under thegoverning document Memorandum and Articles thatestablished the aims and powers of the charitablecompany. These Memorandum and Articles wereamended in July 2009 and now incorporate theAnglesey agency, Gofal a Thrwsio Môn.

Canllaw (Eryri) Cyf. is a subsidiary of Cymdeithas TaiEryri and is part of the Cymdeithas Tai Eryri group.

Membership policy

We seek to encourage individuals, communitygroups and local institutions in Gwynedd andAnglesey with interest, enthusiasm and/orresponsibility regarding the welfare, social andindividual rights of older people and/or vulnerablepeople to become members of Canllaw (Eryri) Cyf.in order that we may be a responsive andrepresentative body with a membership whichreflects the interests of the client group which weserve.

We shall endeavour to involve service users in themanagement of the service.

All independent members shall have the right toapply to be an elected director on the Board ofManagement. An election shall be held by themembers of the company in an annual generalmeeting of the company when there are vacancieson the Board of Management which have not beenallocated to directors acting on behalf of the parentmember or the local authority. A candidate forelection shall be nominated in writing by a memberof the company. An elected director does not haveto be a/or represent an independent member.

A copy of the Membership Policy in full and anapplication form is available by contacting theregistered office.

Board of Management Members

The company’s business is directed by the Board ofManagement. In exempt of those powers that ageneral meeting would practice the Board ofManagement may practice all the company’spowers, on behalf of and in the company’s name.

Officers

Walis George – Company Secretary Alwyn Rowlands – Chairman 15/11/10 -Cemlyn Williams (retired 23/06/11) - Chairman06/11/07 – 23/06/10

Members

Di BushellRhiannon EfansBryn EllisJohn Egryn Lewis (retired 15/11/10)Gwenno Millar (retired 23/06/10)Viv Perry (retired 1/09/10)Huw Williams

Strategic Business Planning Committees

Both Care & Repair Agencies have also a separateStrategic Business Planning Committee whichadvices the Board on the individual strategicdirection for each Agency within sustainableresources.

The Strategic Business Planning Committeesmembers for both Agencies have been invited asrepresentatives of key local partners within bothcounties. The speciality provided to the committeeby each member will contribute to planning theAgency’s development ensuring that it contributestowards national as well as local policies andstrategies.

Risk Management

The Board of Management has conducted a reviewof the major risks to which the company is exposed.A risk register has been established and is updatedat least annually. Where appropriate, systems orprocedures have been established to mitigate therisks the company faces.

Welsh Language Scheme

Canllaw has adopted the principle of treating theWelsh and English languages on the basis ofequality in conduct of public business in Wales. TheCymdeithas Tai Eryri’s Welsh Language Schemeincluding its subsidiary companies (which includesCanllaw), sets out how we will operate that principlewas approved by the Welsh Language Board onMarch 1st 2007. The Scheme was successfullyreviewed in 2010.

Concordat

A ‘Concordat’ agreement was signed between thetwo Care & Repair Agencies and Care & RepairCymru in November 2007, which is a voluntaryagreement between both parties specifying generalworking arrangements relating to all services fundedpartly or wholly by the Welsh AssemblyGovernment.

Governance Arrangements

Gov

erna

nce

Arr

ange

men

ts

11

Financial Results 2010/11BALANCE SHEET 2011 2010

£ £Fixed Assets 20,210 -

20,210 -

Current AssetsInvestments 60,000 195,000Debtors 181,547 30,203Cash at bank 268,571 126,972

510,118 352,175

Creditors (116,692) (95,857)

Net current assets 393,426 256,318Net Assets 413,636 256,318

Capital and ReservesDesignated and restricted reserves 413,636 256,318Income and expenditure account - -

Company funds 413,636 256,318

INCOME AND EXPENDITURE

Year ended 31 March 2011

Year ended 31March 2011

Year ended 31March 2010

£ £

Turnover 948,026 675,919

Operating costs (791,053) (673,485)

Operating surplus 156,973 2,434

Interest receivable and similar income 345 856

Interest payable and similar charges - -

Surplus on ordinary activities 157,318 3,290

Fina

ncia

l Res

ults

12

Registered Office:Ty Silyn, Y SgwârPenygroesGwynedd LL54 6LY

Company Limited by GuaranteeRegistered in WalesNo.: 3699768

Registered Charity No.: 1075667

Gofal a Thrwsio GwyneddUned A5Parc Busnes PorthmadogPorthmadogGwynedd LL49 9GB

01766 [email protected]

Gofal a Thrwsio Môn33-35 Stryd FawrLlangefniYnys Mon LL77 NA

01248 [email protected]

Canllaw (Eryri) Cyf ispart of CymdeithasTai Eryri group



annual report 2010 - 20 11 - canllawcanllaw.org/annual2010-11.pdf · the field of public services,...

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