Customer Annual Report 2013

3 Introduction 4 HCA Standards5 Customer involvement 6 Communications and complaints7 Making our services better 8 New homes 9 Tenancy11 Quality in care and support 12 Neighbourhood and communities14 Anti social behaviour15 Employment and skills16 Value for money

18 Leaseholders and shared ownership19 Customer involvement and empowerment20 Scheme ambassadors22 Managing complaints23 You said, we did

Contents

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Midland Heart’s mission is to transform lives and communities. This is what we’ve always done, it’s what we do today and it’s what we will do tomorrow. We want to continue to focus on our mission by working with our customers and improving the quality of their lives.

2012/13 has been a very productive year for us, with the development of new homes and in reviewing our financial performance. Reinvestment is key to what we do, we can continue to put money back into the services that matter to our customers.

This report has been developed for our customers, with the help of our customers. We hope you find it informative and agree we have made significant improvements to what we deliver to our customers.

Ruth Cooke Chief Executive Officer Midland Heart

Introduction

HCA Standards

The Homes and Communities Agency standards focus on 6 areas:

• Customer involvement and empowerment - complaints, customer service, choice

• Home - repairs and maintenance and quality of accommodation

• Tenancy - allocations, rent and tenure

• Neighbourhood and community - neighbourhood management, local area co-operation and anti-social behaviour

• Value for money – getting the most out of our finances

• Governance and Financial Viability – making sure we follow regulations and provide accurate reporting on how we spend our money

We continually review our performance against these standards and benchmark ourselves against other organisations. For our care and support customers we also follow the standards laid down by Supporting People and the Care Quality Commission.

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• 2400 customers have regularly been involved in customer involvement activities ranging from mystery shopping to involvement on our board and committees

• 3132 opportunities were made available to our customers in care & support, ranging from participating in our Excellence Panel, Customer Forums and Committees. There were also numerous fun options offered to our customers including camping trips and rides on the Orient Express

We’ve worked hard this year on the ways in which we involve and communicate with our customers. We’re confident that we have something for everyone, no matter how much time they have.

Customer Involvement and Empowerment

Customer Ambassadors

We have trained a team of 30 customer ambassadors who are not only there to support with recruitment exercises but review the services our customers receive. Our ambassadors also meet and greet new customers making the transition for vulnerable customers easier and ensuring they have the support they need from their first day with Midland Heart.

It’s great to see how other Midland Heart customers live, and the differences between our schemes.

Tom Banks - Extra care ambassador“ ”Customer panels

Our customer panels have proved invaluable this year, giving us feedback on areas that need improvement such as repairs and complaint handling. Susannah Leggett a customer from Leicester represents customers at the highest level by joining the board meetings as a board member. She can give us her ‘inside knowledge’ and help us to understand where we need to make changes to our service from a customer perspective.

Susannah Leggett Customer and board member, Leicester

86.75% of our customers were satisfied with the

opportunities to participate

Did you know?

Our customer satisfaction with complaint handling is at 61.9%. Whilst this has improved we know we have more to do in delivering our customers the first class service they deserve. We’re continually working to improve the areas of our service which receive complaints & look at ways in which we can respond to them quicker.

We’ve started new training across our customer service centre and the number of staff in our service team to ensure our customers’ calls are being answered quicker so waiting times are reduced.

Communication and Complaints

This year our customer service centre answered 490,561 calls and processed 1712 complaints.

Breakdown of complaints by department

• Day to day repairs 780

• Gas services 451

• Neighbourhood management 3

• Management of properties 287

• Customer service call centre 103

• Leaseholders 45

• Others 43

Did you know?Our customers scored their satisfaction with our customer service centre at 9 out of 10

7Making our Services Better

I recently had a leak in my bathroom, causing the titles to lift up. I called Midland Heart and the team came out to my property within a couple of days. All in all I was very pleased with the work, the team were polite and friendly and resolved the problem quickly.

Ms Reid, Handsworth

“”

Improving your homes

Midland House in Leicester recently saw a complete renewal of windows across all 52 flats due to the existing windows no longer offering the same level of warmth they had in previous years. Following consultation with customers and the local council Midland Heart assessed the property and went about procuring a new range of windows that would be in keeping with the original style of the building but work hard to keep the cold out.

Samuel Raddie customer at Midlands House said of the new windows ‘they are now double glazed, keep our homes much warmer and they look a lot smarter. Overall I was really pleased with how Midland Heart involved us customers in the planning stages of the renewal. Myself and the other customers were kept updated throughout the process and we worked closely with the council, Midland Heart and the supplier to make sure the process ran as smooth as possible.’

We’re always trying to improve the service we offer, we know sometimes things go wrong and when this happens it’s important to us that the complaints process is clear for our customers. We also ensure that the process itself is reviewed in consultation with both customers and the Housing Ombudsman. Here are some of the ways in which we’re improving what we offer our customers:

• Our new IT system allows us to collect customer information more efficiently so we know more about our customers and their needs

• Production of new guidance documents for our staff and contractors to improve the way they respond to our customers’ varying needs

• Reviewing our customer communication channels to make sure we provide not just choice but convenient ways to feedback to us

We’re always working hard to improving our repairs service and this year is no different. We worked with customers to help set up and expand our in-house maintenance team, Property Care to increase the number of repairs we deliver direct to customers.

Did you know?

95.31% of customers were satisfied with

the person who took the repair request

92.49% of our customers were

satisfied with their repairs

We’re really pleased that we’ve again been allocated the largest allocation of grant in the Midlands from the government and have committed to building 3200 new, quality homes by 2016. We started delivering on this commitment back in 2011 and have so far already built 1100. We’re looking forward to bringing this figure up to 3200 over the next 3 years.

Our plans for the future

At Midland Heart we know how important the conditions of our customers’ homes are to them. This is why we are constantly aiming to improve our repairs and maintenance service. In the future we will continue to:

• Review ways to expand our Property Care team to improve the repairs to our customers

• Undertake additional planned maintenance works on homes

• Provide customers with clear information about our 5 year kitchen and bathroom refurbishment programme

• Assist customers in finding ways to reduce their energy bills through our Planned Investment Programme. We’ll be fitting grade “A” energy efficient boilers, installing double glazing in properties and developing our energy efficiency measures including draft proofing, and both wall and loft insulation.

Spring to Life

Staff and customers recently got together to take part in a nationwide Big Dig event. The aim of the initiative was to raise awareness of healthy eating and the power of growing your own fruit and veg. Several of our Mental Health and Learning disability service schemes are benefitting from this new link with Spring to Life.

New Homes

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In June 2012 we launched Homes direct, our own choice based lettings scheme based on feedback from customers. This online portal makes it easier for customers to find a suitable home in the location they want. Homes direct has so far gone from strength to strength with:

• 14,000 active applications on Homes direct.

• 526 customers have been housed through Homes direct in 2012/13.

• 315 new applications every week

• 50,000 bids received for the properties we have advertised

• For more information visit www.homesdirect.org.uk or call 0345 60 20 540

Tenancy

Did you know?

92% of customers were satisfied

with their lettings service

TO LET

Our plans for the future

We are reducing the time that properties are empty between customers moving in and leaving, and are committed to providing an allocations procedure that customers find easy to understand. We have set standards to accomplish over the next year. We will:

• Continue to develop housing options advice to customers

• Develop the number of partners who use Homes direct to increase the choice of homes and locations available

• Based on our waiting lists we will look closer at the demand for housing and use this for development plans to make sure we’re providing housing that meets the needs and wants of our customers

Tenancy (continued)

Jayesh moved into Snow Hill in July 2012, having experienced homelessness. Since living here Jayesh has thrived in the mixed community living.

He has had the opportunity to build upon his skills and has achieved a lot including his SIA badge, completed a photography course with Crisis, Football Coaching with Homeless FA and has also been involved in the Midland Heart Customer Ambassador training. He’s also had the opportunity to be part of customer involvement activities and in November 2012 joined the Calvert Trust trip, meeting individuals from a variety of backgrounds including our Older Peoples Service, mental health and learning disability services.

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We’re dedicated to providing safe and high quality care and support through the services we offer to our customers and 100% of our registered care services are compliant with Care Quality Commission standards.

Quality in Care and Support

“

”

Midland Heart listens to me, and I feel valued, like I’m not just a statistic. They’ve offered me good support to suit my needs while I’ve been here, helping me with employment, education and to look for a new home.

They cater the support they offer to our individual needs and are always willing to help; they’ve really helped me to develop as an individual. Here at Lichfield house there are opportunities to become involved in a variety of activities.

It’s a tight knit community here and I know I can always ask for help when I need it.

Yolanda Espley from Lichfield House

We are committed to ensuring that our customers’ neighbourhoods are both clean and enjoyable. Our staff and trained customer inspector teams review the sites to monitor cleanliness, risks, maintenance issues and communal area repairs on a regular basis. When things don’t look right we take the right steps to fix it as quickly as possible.

With the help of our customers we appointed 8 new contractors in December 2012 to deliver environmental services, which include cleaning of communal areas, windows and maintaining shared gardens and open spaces. Value for money is a key priority for us and we made sure we chose only the best, passing any cost savings on to our customers.

If you’d like to learn more about our contractors and new services you can visit www.midlandheart.org.uk/environmentalservices

Neighbourhood and Communities

Did you know?

68.42% of customers were satisfied that the extent of anti social behaviour they experienced was either successfully

resolved or things had improved

83.48% of customers were satisfied with communal services

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Sam Evans

Neighbourhood and Communities Neighbourhood and Communities (continued)

Southbank Close case study

In 2012, in partnership with Herefordshire County Council built our Southbank Close development. Our Move On Service and the Hereford Learning Disability Team identified people that were currently living with their elderly carers who were at risk of experiencing a breakdown of their home situation due to the health of these older carers.

7 new customers were selected following a nomination and interview process and are now living independently in their own apartment with support from our team if and when they need it.

Southbank Close Development

Dave Smith

Anti Social Behaviour (ASB) can be a stressful experience for all involved, therefore we’re committed to not only provide support but successfully tackle any ASB issues.

In order to continue tackling ASB, we have set a number of standards which we have set ourselves to accomplish over the next year. They are:

• To address any local issues for customers quickly and efficiently and provide clear information to our customers about our progress

• To work with local partners to increase the level of support offered to the victims, witnesses and those responsible for ASB

Our plans for the future

Next year we plan to: • Continue to involve customers in inspections and publish results so customers can see how we are performing

• Take firmer actions when customers breach tenancy conditions

Anti Social Behaviour

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Our customer employability is important to us and was part of our of our corporate priorities, which included the target that 10% of our own workforce are our own customers.

This year we helped:

• 74 of our customers into external jobs

• 25 customers into Midland Heart jobs

• 28 Pathways staffing agency workers move into permanent jobs with Midland Heart

• 120 people secure volunteering work within Midland Heart

Employment skills and networking group

Launched in January the group meets every Wednesday at the Snow Hill in Birmingham and gives customers the opportunity to meet Midland Heart staff from around the organisation to learn more about different types of work. Staff provide help and support with job searches, C.V writing, application forms and interview techniques to enhance the customers’ opportunities.

Duane Derry, Snow Hill Support Worker said of the scheme “It’s early days but the sessions have been well attended and already two customers have been interviewed for positions. We’re very pleased with the way the sessions are going and hope to see more of our customers come along.”

Employment and Skills

Value for Money

We’re committed to providing value for money services for our customers.

Repairs and planned investment £0.23

Staff Costs £0.27

Loan interest £0.20

Housing management and delivery costs £0.20

Environmental services £0.09

Rent loss due to bad debts £0.01

Social housing rent £0.74

Supporting people income £0.12

Grants & other income £0.06

Service charges £0.08

Where every £ goesWhere every £ comes from

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Value for money (VFM) is about delivering what we have promised by making the most of the increasing resources we invest in our housing and care services. We have 5 corporate objectives which relate to VFM, these are:

• Growing and thriving in our identified markets

• Making change happen through people

• Getting greener together

• Providing skills and building capacity

• Making our neighbourhoods places where people choose to live, work and stay

Through all of these objectives we are committed to continually finding new ways in which we can continue to offer our customers the very best service at all times

Governance and Financial Viability

2012/13 has been a year of strong financial performance. This has enabled us to increase our investment in areas that important to our customers such as repairs and kitchen and bathroom replacements.

The Future

We are committed to improving communities and homes for our customers. Please get in touch with us if you have a suggestion, complaint or query, so we can work with you to create a better service.

Value for Money (continued)

Environmental services

We undertook a procurement exercise with the support of our customers to find a set of contractors who were able to deliver local services for local people without compromising on quality. Our customers were there every step of the way, interviewing contractors, checking their work and feeding into what we expected of the services they were to offer our customers. We chose 8 new contractors covering the cleaning of shared internal areas, shared gardens and open spaces and the cleaning of windows.

Inspiring home ownership

The Midland Heart way

This section of our customer annual report specifically covers information relating to leaseholders and shared ownership customers. Our shared ownership customers are those who own a percentage of their property and pay rent on the other percentage. Over time we hope our customers will be in the position to be able to purchase the section they are renting making the whole property their own. At this point the shared owner will become a Freeholder (or a leaseholder if you live in an apartment/flat). Owning your home is an aim for many people and there are lots of options to suit a variety of budgets to join a shared ownership scheme. For more information call us on 0800 44 55 67 and we’ll be happy to talk you through the options which may be available to you.

The section will take you through the national standards and updates you on the actions highlighted in last years’ annual report. We’ll also share our plans for the future with you.

Leaseholders and Shared Ownership

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In the past year we worked with the virtual leaseholder forum which is made up of 40 customers. All meetings are held in a ‘virtual’ setting and the members’ communicate by email.

Our customers represent a wide geographical area and cover all of the different tenures. For example, our customers who receive services such as grounds maintenance and cleaning; to customers who live in houses and just pay rent.

Virtual Forum

This initiative was set up to encourage more of our customers to become involved. So far the forum has:

• Contributed to and approved policies and procedures, helping to govern the way we work

• Made suggestions which have been incorporated into our leaseholder newsletter ‘In Touch’

• Put forward numerous ideas enabling us to encourage more leaseholders to become involved as ambassadors

Customer Involvement and Empowerment

We now have 14 ambassadors across a variety of our schemes. They provide an essential link between the customers and our property officers. As well as being involved in site walk-abouts they liaise directly with contractors on the improvements their scheme needs and help to stop issues developing into complaints by reporting things early.

Our achievements

The neighbourhoods and communities our customers live within are important to us. That’s why we’re committed to continually making improvements. Over the last year we have:

• Analysed the results of our customer satisfaction surveys to ensure we’re tackling the areas that concern our customers the most

• Worked closely with the police on reports of anti social behaviour, to reduce issues caused through ASB and proactively work with perpetrators

• Communicated directly with leaseholders who continually dump their rubbish and recharge those involved

• Developed an ambassador scheme for our leaseholders and shared owners

• Involved our leaseholder managers with onsite visits with property officers and contractors to ensure work is being carried out consistently and to a high standard

• Increased the number of visits we make to the schemes that require it the most, specifically those with high numbers of complaints

• Continued to issue newsletters which respond to the interests of our customers

Scheme Ambassadors

Increased overall customer satisfaction

from 68% in March 2012 to 73.9% March 2013

Did you know?

Did you know?88.4% of leaseholders felt they had

the opportunity to participate

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Our plans for the future

During the course of the next year whilst maintaining the progress we’ve already made we plan to:

• Ensure all new schemes are visited by our leaseholder manger along with the relevant officer, giving them a first-hand understanding of the new site

• Have our leaseholder manager make unscheduled visits to sites to both monitor contractor performance and ensure issues are being dealt with promptly

• Promote the ‘Good Neighbourhood Agreements’ on our schemes; especially where there are higher frequencies of ASB issues

• Continue to listen to what our leaseholders want to see in their newsletters and produce articles on subjects that are relevant to them

• Continue our recruitment of ambassadors

• Work closely with the virtual forum and put plans in place to act quickly on the feedback we receive

Scheme Ambassadors (continued)

We managed over 2,300 leasehold and shared ownership properties between April 2012 and March 2013. While we strive to improve the services we offer to our customers we appreciate sometimes things go wrong.

This year there were 24 complaints which fell within the following categories:

Incomplete repairs following surveyors inspection 1

No responses to calls/correspondence 2

Poor service 9

Service standard not met 3

Admin error 3

Missed appointment 1

Request for compensation 1

Another category 1

Behaviour/attitude 3

We appreciate that you might need to talk to us about a service you’ve received from us that you’re not happy with. If you wish to make a complaint, you can do verbally or in writing. Please ask your leasehold property officer for a copy of our complaints leaflet which sets out the process.

Managing Complaints

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We’re pleased to have recently completed a number of actions which arose from our customer leaseholder forums, these include:

• Reducing arrears to above the top quartile at the end of 2012/2013 to 1.4%

• Issued quarterly rent statements and annual service charge accounts

• Carried out site visits jointly with contractors and ambassadors to deal with issues raised in the customer satisfaction surveys

• Reviewing and updating the debt advice we give to leaseholders in financial difficulty and encouraging our customers to use our money advice team

• Issuing detailed information in our ‘In Touch’ newsletter including debt advice, advice on selling your property, staircasing and repairing obligations

• Ensuring all staff are kept up to date with changes in legislation so they can offer the best advice and service to our customers

You Said, We Did

The government introduced some of major changes as part of their Welfare Reform which affects a number of customers in the way they pay their rent. The changes include Housing Benefit and started in April 2013, so now is the time to act to get help and support.

It’s important that our customers understand what’s happening so they can get the help and support they need to make the right decisions about their future.

We have leaflets about these, giving information in more detail, that can be found on our website; www.midlandheart.org.uk/welfarereform or by calling our Customer Contact Centre on 0345 60 20 540.

Welform Reforms