housing pendle annual report 2015

Annual Report 2015

We are Together

A member of theTogether Housing Group

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Housing Pendle | Together Housing Group

WelcomeIn this report, we look at what we have achieved and showcase some of the great work which has been carried out within the Together Housing Group.

The role of the Board is to set the strategic direction of the company, and ensure everything we do fits in with our business aims and objectives. We have worked with many of our tenants to make sure that this report is a fair and honest reflection of the services we provide.

Each year we look at cost effective ways in which to showcase our achievements and this year, with the introduction of our online strategy ‘Digital Together’, we are pleased that our annual report group of residents selected the web based option. As part of the ‘Digital Together’ drive we have been working hard over the past year to create new websites and accompanying apps to make it easier to manage tenancies.

I am delighted to report our positive developments. In the last year alone, over 600 new homes were built for sale and rent with a similar scale of build planned for 2015 to meet customer demand and aspirations. As part of the Planned Maintenance programme, £37.5 million was spent on investment to homes during 2014/15.

We aim to provide great neighbourhoods and we invest heavily in our communities. This year has seen £971,115 of successful grant application funding work carried out by Newground within Together Housing Group communities.

Last year we invested in our financial inclusion services helping customers to better manage their money and make them aware of other agencies who can offer additional support with debts. Our Group Welfare Benefits Service provides advice and support to residents to help them claim the correct benefit and pension entitlement and pay their rent. The rent collection figure shows that the performance for 2014/15 is positive.

We are helping to bridge the gap between our suppliers, contractors and partners who are looking to fill vacancies, and the young and unemployed living in our communities.

Independent consultants have this year worked with staff and residents to conduct a group wide review of the service. In total, between April 2014 and March 2015, the consultants conducted a total of 14,662 interviews with tenants. To do this, they made 104,108 outward bound telephone calls. Our results compare very favourably with research they do for other housing associations, but we recognise there is more to do.

We are proud of the achievements made and looking forward to what the year ahead has in store.

Steve Close, Group Chief Executive

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Annual Report 2015

Meet the Leadership Team (left to right)

George Paterson, Group Director of Assets

Michelle Allott, Group Director of Finance

Kevin Ruth, Executive Director of Operations and Deputy Group Chief Executive

Steve Close, Group Chief Executive

Ian Clark, Group Director of Strategy and Communications

Amanda Garrard, Group Director of Neighbourhoods

Mark Dunford, Executive Director of Resources

Stuart Henderson, Group Director of People and Organisational Development

We are pleased to have achieved our key priorities as set out in last year’s report:

We said we would:

a Build at least 410 new homes.

a Develop local asset management plans to help inform the best use of our stock.

a Deliver £1.5 million of investment in community initiatives via Newground Together.

a Review the Group Procurement Strategy to ensure that it’s aligned with our value for money approach.

a Strengthen our Performance Management Framework and ensure excellence in service delivery.

a Develop and enhance our existing tenant scrutiny arrangements.

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We are TOGETHER The Together Housing Group is made up of a group of companies, each run by a skilled voluntary board made up of tenants, council representatives and independent experts.

We manage over 39,000 homes, affecting over 50,000 people’s lives and employing 1,500 staff over a huge geographical area in the North of England. All partners have charitable status registered in England and Wales with the Financial Services Authority (FSA) as Community Benefit Societies.

We also produce a Value For Money (VFM) Self Assessment which we provide to our regulator (Homes and Communities Agency) setting out how we are achieving VFM in delivering our vision and objectives and how we plan to do so in the future.

8968

4275 4143

13220

41019

1409

9004

Chevin GreenVale

HousingPendle

PennineHousing2000

PennineSheffield

Twin ValleyHomes

OverallTotal

0

4000

8000

12000

16000

8968

4275 4143

13220

41019

1409

9004

Chevin GreenVale

HousingPendle

PennineHousing2000

PennineSheffield

Twin ValleyHomes

OverallTotal

0

4000

8000

12000

16000

Number of social rented propeties owned (excluding shared ownership and Leasehold)

7960

3641 3197

12066

7858

ethertog

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Annual Report 2015

Meet the BoardTogether Housing Group

Chair - David Green

Laurence Loft

Helen Lockwood

Irene Heaney

Jonathan Bemrose

Geoff Butler

Heather Massie

Malcolm Harrison

Alan Davies

Darren Wild

John Kitchen

Housing Pendle

Chair – David Clegg

Steven Balderstone

Alan Davies

Joanne Geldard

John Gott

Mike Goulthorp

Deborah Kelly

Graham Waugh

Ian Tweedie

Our Vision for 2020

To offer customers consistently brilliant services, put social impact at the heart of what we do and be a

great place to work.

There is more to being a social landlord than just bricks, mortar and rent and the Group as a whole has three core values:

• Performance

• Growth

• Social Impact

The size of the Group provides us with the right resources to make sure we have a positive impact in the areas we operate. We are committed to investing in our resources to grow the business, improving the products we offer and providing more services to more customers. Above all we are proud of the fact that we have a track record of delivering what we have promised.

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Managing Tenancies TOGETHERHow we manage our properties and support our residents is very important to us especially in the light of the changes to welfare benefits. Last year we invested in our financial inclusion services helping customers to better manage their money and make them aware of other agencies who can offer additional support with debts.

Digital Together To improve our services to residents, we have been working hard over the past year to create new websites and accompanying apps to make it easier to manage tenancies.

The new digital services will allow residents full access to their rent accounts, while having the ability to report repairs online with a minimum of fuss. The new sites are now live but work is on-going to increase our digital services to residents in the future.

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Annual Report 2015

Welfare Benefits ServiceOur Group Welfare Benefits Service provides advice and support to residents to help them claim the correct benefit and pension entitlement and pay their rent.

Across the group, 13 staff now provide specialist support and advice in this key area.

Cases Opened: 4,940

Green Vale Homes

Twin Valley Homes

Housing Pendle

Pennine Housing

Chevin

Open 384 982 1086 1170 1318

Closed 409 1013 1067 1280 1382

Need help with benefits or debt advice?

Let’s work it out, together

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Welfare Benefits ServiceThe Welfare Benefit Officers have had a successful and challenging year advising and supporting customers, dealing with the welfare reform and the introduction of universal credit to many of our areas. Improvements have been made to the way the service is delivered, with good practice in case recording, management and case reviews being rolled out across the Group.

Over £4.5 million has been awarded in additional benefits claimed by residents thanks to the support from this service, increasing rental income for the group and helping to sustain tenancies and communities.

A customer satisfaction survey relating to this service showed 98% satisfaction levels, with all stating the service had helped them pay their rent.

We also have a dedicated Welfare Reform Working Group which meets on a regular basis. This group has been responsible for producing the information to help tenants prepare for the changes, as well as informing our staff through internal briefings.

The table below shows the amount of additional benefit and grants claimed per association during the year:

£1.15m

Chevin

£0.31m

GreenVale

£0.91m

HousingPendle

£1.17m

PennineHousing2000

£1.07m

Twin ValleyHomes

0

£0.2m

£0.4m

£0.6m

£0.8m

£1.0m

£1.2m

£1.4m

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Annual Report 2015

Getting the money inThe rent collection figure shows how well the companies have done in collecting rent over the year and the performance for 2014/15 is positive. Work will continue to provide as much help and support around ways to pay rent and provide help to manage and reduce debt.

% Chevin Green Vale Homes

Housing Pendle

Pennine Calderdale

Pennine Sheffield

Twin Valley Homes

Rent collected

(higher amount better)

99.93% 99.35% 100.22% 99.32% 100.23% 99.61%

Similar Landlords’ performance

99.5%

Current arrears

(Lower amount better)

4.63% 2.58% 1.18% 4.63% 3.82% 2.47%


3.03%Former tenants’ arrears

(lower number better)

2.53% 3.11% 1.01% 5.63% 1.98% 3.76%


1.73%

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Our ASB and Interventions Team now operate an integrated, Group-wide approach which helps us to be better equipped for tackling Anti-social behaviour in our neighbourhoods and to keep people safe.

Residents, staff and partner agencies have worked together to develop new policies endorsed by the Chartered Institute of Housing and RESOLVE-ASB in recognition of good practice.

We’ve also introduced a range of other initiatives to help us deal with and monitor ASB; these include:

• Improved performance resolving 98.2% of cases with an average case length below the 90 day agreed target.

• A new database recording system

• Strong links with Local Authority Partners have achieved a more prominent role in addressing safeguarding concerns for adults and children.

• Successfully tackled ASB ‘hot spots’ throughout the group.

• Pennine Housing shortlisted in the Keeping Communities Safe category in the UK Housing Awards 2015.

Creating safer communities

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Annual Report 2015

Customer Service Centres Performance through the Customer Service Centres has steadily improved throughout 2014/15 with a reduction in call handling time from 144 seconds in April 2014 to 105 seconds in March 2015.

As a result, the caller abandoned rate has reduced from 20.2% to 9.92%, achieving our target of below 10%.

Customer satisfaction across the group has also improved over the year from a customer satisfaction index rating of 84.5% in the first quarter, rising steadily to 86.1% by the final quarter.

2015 is an exciting year for improving the way customers can access services with the launch of ‘Digital Together’. New websites and smartphone apps will mean that customers can access many services digitally 24/7.

Source: The Leadership Factor

Finding out what is important to customers helps plan our priorities for improvement actions. The three key areas which we will be focusing on are:

• How quickly the call is answered.

• The advisor being able to deal with wider variety of calls.

• The advisor making it clear what is going to happen next.

The table below shows the results of customer feedback in relation to the number of calls answered and customer satisfaction with the service:

Calls Answered

Satisfaction with Customer Service Centres

THG Satisfaction Index 369,554 83.9%

Twin Valley Homes 95,114 84%

Housing Pendle 33,537 88.5%

Green Vale Homes 36,382 85.1%

Pennine Calderdale 121,626 81.3%

Pennine Sheffield 12,077 86.7%

Chevin 82,966 85.47%

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Complaints are an invaluable way of finding out what is really important to people and also helps to show where we need to make improvements. The key to good complaint management is to make sure we are able to record, respond and above all learn effectively from this valuable feedback mechanism.

Throughout 2015, a review of the complaints process involving both staff and customers has been progressing. The key rationale behind the review was to ensure that the Group not only meets the requirements of the regulator, but importantly meets the needs and expectations of its tenants and residents.

The number of complaints has reduced last year from 1,845 down to 1,520 and those relating to repairs have also been decreasing.

Compliments

The Group received 567 compliments compared to 503 during the previous year.

As with complaints we learn from our compliments too, which helps us to identify and then reinforce the attributes that people like about our services.

Many of the compliments identify people by name, showing that customer service is appreciated at a personal level.

Comments included that staff and workmen were prompt, tidy, polite, friendly, respectful, courteous and helpful, demonstrating that these basic values are greatly appreciated.

Complaints & Compliments

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Annual Report 2015

It is important for us to get regular feedback from residents on the services we provide. This helps us to understand how they feel and track how well we are performing. The feedback is gathered by The Leadership Factor who are an independent research company.

Between April 2014 and March 2015 they conducted 14,662 telephone interviews with residents from across the group.

The results of the surveys tell us that whilst we get a lot right, there are some things we could be

doing better and they are helping us to prioritise which areas to work on first. For example, it is clear from what tenants tell us that communication is extremely important and we need to give clear and accurate information specifically about when work will be done.

TLF tell us that our results compare very favourably with research they do for other housing associations, but we recognise there is more to do.

The results of the surveys can be found in some sections of this report.

Customer Feedback - The Leadership Factor (TLF)

Across the Group, considerable work is undertaken to make sure all residents have an equally good experience of our services, and our policies are regularly reviewed so that we can be sure that no one is disadvantaged when using our services.

During 2014/15 we reviewed our policies and strategies in a number of areas and assessed their impact on our communities.

• Equality & Diversity Policy (2015-2018)

• Child protection

• Hate crime

• Domestic abuse

• Anti Social Behaviour

We have maintained the ‘Positive About Disabled’ Two Tick Accolade and continued to support House Proud North West, which supports our Lesbian, Gay, Bi-Sexual and Transgender residents and staff.

Two further campaigns we supported during 2014/15 were Dementia awareness and the Zero Tolerance campaign on domestic abuse.

Staff out and about in our communities have undergone safeguarding training which included the introduction of a new style reporting ‘cause for concern card’ to complete if they see something or someone they feel may need some help.

Equality and Diversity in action

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We inspect all our estates on a regular basis and advertise well in advance when the walkabouts are due to take place so that residents can join in. This allows tenants to have a direct say on the condition of their area and have face to face contact with their Neighbourhood Officer and caretaking teams.

Our grounds maintenance, caretaking and mobile response teams have been working together to harmonise working practices and equipment used in order to make sure we are providing a quality service.

Thanks to involved residents from across the Group who have been helping create one common service standard for environmental services.

“We enjoyed visiting different areas and inspecting standards. It’s a worthwhile exercise and gives us a good picture of the level of service residents are getting.”Resident, Charles Fagg

Environmental Services

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Annual Report 2015

Our residents have an important role, not only in shaping the services we offer through a wide range of involvement opportunities, but also by helping to check the quality of the services we provide.

This year an independent consultant worked with staff and residents to conduct a group wide review of the scrutiny service.

This established the best arrangements for residents to feed into and look at the decision making process at local, committee and board level.

The new arrangements will ensure a joined up approach whilst still enabling scrutiny at a local level with an overarching coordination group setting plans for the coming year – a space to be watched.

Working TOGETHER

Something for everyone!Resident Involvement is about how our residents influence and improve how we deliver services. It’s about us listening to our customers to help us understand which services are working well, and where we can improve. We focus on local priorities, with a groupwide approach so that we can all benefit and share good practice.

Last year our involved residents...

• Worked hard helping to choose kitchens, bathrooms, windows, doors and other components used in all improvement, new build and repair works. The new standards will help us to make significant savings whilst maintaining the quality of the components we use. Potential savings are estimated to be £1,000 per home refurbished.

• Took a group approach to the procedure following decoration after refurbishment work. They changed the procedure and the level of allowance paid to residents effective from 1st April 2015.

• Helped us decide who to give refurbishment, gardening, and cleaning contracts to.

• Stared in our Annual Reports 2014 news bulletin. Producing the video and mailing a paper copy on request resulted in a saving of around £25,000.

• Helped produce group wide Service Standards for Customer Services and we’ve seen a steady improvement in performance in terms of call answering speeds, queuing times and call abandoned rates. We’ve also seen a steady improvement in satisfaction levels.

Debbie Potter, Group Resident Involvement Coordinator explains tile quality choices.

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Working TOGETHER 2014/15 was a busy year for Housing Pendle’s Community Funding Panel. The Panel received an allocation of £20,000 and helped 19 local Community Groups put on activities and events to benefit residents from all areas. Grants of up to £2,000 were awarded to enable activities and long term projects.

Examples of great grant work:• Marsden Residents’ Association received

£1400 to take 60 children on a trip to ‘Battlefield Live.’

• Barrowford in Bloom was awarded £240 to buy planting materials for the town.

• The Academy of American Football was awarded £900 for new kits for the players.

• The Garden Gate Association in Barnoldswick was awarded £1,000 for running tub planting events and workshops at local schools.

• North Valley Residents’ Association received £2,000 to run a 6 week holiday programme and activity club for children on the estate.

The grants programme helps community groups start projects and bring communities together.

North Valley Activity ClubLocal children enjoyed meeting new friends and taking part in games and activities during the holiday programme.

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Annual Report 2015

Thank you once again to all our involved residents and to our annual report group of residents for helping choose the design style and content for this year.

Key highlights from the year from some of our involved residents:

Stan Wharton: “We worked on a new group procedure around decoration after refurbishment work and the allowances paid. There were plenty of decisions made and everyone was encouraged to comment. The fact these changes will be implemented made me feel that we have made a real difference and that the view of residents do have a real impact.”

Pat Cocker:“I’ve enjoyed getting my teeth into the whole digital side of things and it has made me focus my interest, not only on getting online more myself, but also encouraging friends and neighbours to do so. The next digital chapter will be an exciting one for Together Housing Group and I’m proud to have been a part of it.”

Susan Skinner: “Being involved in the scrutiny review meant that we looked at the whole process and helped reshape it from start to finish. We were also able to prioritise which areas of the business we should look at and in which order. It was a very interesting and satisfying project to be involved in and I’m looking forward to the year ahead.”

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As well as offering great homes, we also aim to provide great neighbourhoods and we invest heavily in our communities. This year has seen £971,115 of successful grant application funding work carried out by Newground within Together Housing Group communities.

Newground Together, the charitable arm of our Group uses available funding to support a variety of different activities to benefit the lives of our residents and improve the communities they live in. It does this by:

• The conservation, protection and improvement of the physical environment.

• Urban and rural regeneration in areas of social and economic deprivation.

• Creating new recreation and leisure facilities.

• Advancing the life chances of young people.

• Education and training.

The Newground companies comprise a registered charity, Newground Together, and a wholly owned subsidiary Newground (a Community Interest Company).

Services are delivered through Newground and any profits made are reinvested back into the charity to support community projects, which further the charity’s objectives. Newground Together also receives substantial donations from the members of the Together Housing Group.

Applicants with project ideas that meet Newground Together’s charitable objectives can apply to the charity’s grants programme. For more information please contact [email protected].

Communities TOGETHER

your community is our business

NewgroundTogether

Commissioned projects Surplus donated back to the charity under gift aid

Sales from fundraising

& trade

Expenses offundraising& trading

Newground CIC

newground ethertog

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Annual Report 2015

Showcasing success

Raising our profile Newground won a gold medal at the RHS Chelsea Flower Show in the Fresh Garden category with their sculptural garden ‘Reachout’.

Designed by John Everiss Design the sculpture showed the difficult journey many young people face and how their lives can be changed with the right guidance and support as offered by Newground’s Reachout Service.

Offshoots Permaculture The garden has been in existence since 1997 when a small group of enthusiasts turned the garden from a derelict works department into a thriving permaculture site offering courses for local people. The project has been managed by Newground since 2002 and has grown into a community demonstration project encompassing eco-friendly buildings, alternative energy systems, training facilities, organic vegetable growing, apiary and bee breeding centre.

Watch this to find out more: www.youtube.com/embed/-vesuw21XDQ?feature=oembed

Thanks to successful funding applications through Newground Together we have been able to do some amazing things.

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Thanks to successful funding applications through Newground Together we have been able to do some amazing things within our local communities.

Communities TOGETHER

Reachout Pendle Newgrounds’ Reachout offers a support package to young people, their families and the community in which they live including addressing the issues of housing, benefits, worklessness and education, to ensure that children and families have some fun and a chance to take part in some great activities.

The Reachout on the Road bus travels around the Blackburn with Darwen and Pendle areas on Thursday and Friday nights every week, to engage with young people.

A multi agency team on board including Newground youth workers, Young People Services, Brooks and Lifeline deliver issue based work such as safety awareness, alcohol and drug education, family support and sexual health services.

A seating area is also available on board and the team offer hot drinks and snacks for those they engage with during the evening.

Reachout on the Road

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Annual Report 2015

The Together Housing Group is a ‘people’ business and we invest as much into improving the lives of our residents as well as in our homes. This is why we work so hard in developing young people and giving them a great start to their working lives.

Shaping Futures TOGETHER

We are helping to bridge the gap between our suppliers, contractors and partners who are looking to fill vacancies, and the young and unemployed living in our communities.

Our multi award-winning apprenticeship programme saw Together Housing Group named as one of the top 100 employers of apprentices in the UK.

We are proud to have supported 33 apprenticeships through our Construction Academy with many securing employment upon completion of their apprenticeship

The leadership team celebrated National Apprenticeship Week by shadowing the apprentices for a day and learning from the next generation of employees.

Job and apprentice training opportunities

Apprentice celebration video: www.vimeo.com/90210749

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Our apprentice joiner, Brett Barlow, had an amazing year. He was named as the Youthbuild UK Young Builder of the Year 2014; then was selected for the British Amateur Rugby League Association for a tour of Canada, which we supported by providing some funding.

The Grow Project is aimed at helping 16-24 year olds who are not in education, employment or training. The eight week course, run by the Community Regeneration team, helps with job hunting, CV writing, interview skills and provides a two day work experience placement with a local employer.

The scheme has already made a fabulous impact, with three young trainees going direct from the course into full time jobs.

Gareth O’Hara has just completed a three year apprenticeship. Four years ago, Gareth had a drug problem and his life was falling apart. A neighbour referred him to supported housing at the James Street project in Darwen, which helps people with low support needs, and this turned his life around. He was referred to the Grow Project where he was offered an apprenticeship in the repairs and maintenance team, and has just been named as ‘Student of the Year’ on his course.

“I like my work and I’m happy with the way things are going but I could never have turned my life around on my own.” Gareth O’Hara, Student of the Year

ApprenticeHighlights

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Annual Report 2015

Performance Highlight

Working with schools

Across the Group, one of the many achievements that unites all our partner landlords has been the success of the apprenticeship programme. Alison Clewes, Training Co-ordinator, won the Chartered Institute of Housing’s Mentor of the Year award in 2014/15, and a number of our apprentices received awards from our qualifications body, ‘Skillsbuild’.

Throughout the year we have worked in partnership with local schools and have had students enjoy placements across the Group, sampling working life in many of our offices and housing services. Many reported they had enjoyed the work and would now consider a career within the housing sector.

Careers advice days and mock interview training took place in partnership with local schools and academies.

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The Together Housing Group is a ‘people’ business and we invest as much into improving the lives of our residents as well as in our homes. This is why we work so hard in developing young people and giving them a great start to their working lives.

Shaping Futures TOGETHER

Yasmin Murphy was part of the Housing Pendle GROW project run by the Community Regeneration Team. She made such an impression during her work placement she was offered a job by Banny’s Fish and Chip Restaurant in Colne. Jasmin said:

Housing Pendle Grow

The Youth Engagement Teams (Community Regeneration and Newground) have been busy responding to the problems that young people encounter in our communities. Offering a package of support measures and practical interventions to youngsters, the teams are well placed to engage with some of the most hard to reach individuals and make a real difference.

Some of the programmes and activities delivered include:

• Citizenship Programme • Diversionary Activities • Young Wardens programme • Mentoring • Drop in Youth Clubs support • Fun with Food programme

There were also trips out to Gazegill Farm (below), Eureka! The National Children’s museum in Halifax, Mrs Dowson’s Ice Cream Parlour and the Manchester Museum of Science and Industry.

“I felt I had no hope of getting a job when I left college but this project has made me more confident. I’ve opened a savings account and hope in the future to get my own flat.”

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Annual Report 2015

What’s the activity?

Average person value / year

£

No. of participants (+ages)

Total value

Under 25 25-49

Pre Employment Courses

£1,124 367 0 £412,508

Apprenticeship Programme

£1,747 76 0 £132,772

Construction Training Programme

£1,124 86 0 £96,644

Work Placements £2,357 325 154 £1,129,003

Employment Support

£10,767 253 10 £2,831,721

Activity Analysis of benefit

Per £1 Invested Social Impact –

financial return

Net benefit £

Pre Employment Courses

£1 £2.72 200,773

Apprenticeship Programme

£1 £0.90 19,423

Construction Training Programme

£1 £0.78 21,535

Work Placements £1 £8.60 569,692

Employment Support

£1 £39.61 2,200,756

TOTALS: £1 £6.38 2,930,263

The following data relates to employment and enterprise activities within Together Housing Group in particular jobs created, apprenticeships supported, training and employability support delivered between 1st April 2014 and 31st March 2015.

Social impact analysis aims to demonstrate we are meeting the needs of our customers with outcomes measured in financial values.

The table shows that for every £1 we invest in someone through the activities shown £6.38 is returned in social impact.

Social Impact

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Chevin Green Vale Homes

Harewood /Pendleton

Housing Pendle

Pennine Housing

Twin Valley Homes

309 39 72 21

Due for completion

30 159

We are committed to providing new, stylish, energy efficient homes as well as providing quality planned improvements and refurbishments to our existing properties.

In the last year alone, over 600 new homes were built for sale and rent with a similar scale of build planned for 2015 to meet customer demand and aspirations. As part of the Planned Maintenance programme, £37.5 million was spent on investment to homes during 2014/15.

BuildingTOGETHER

27

Annual Report 2015

We are especially proud of our three new build apartments for the over 55s.

During 2014 construction began for three new extra care schemes in Derbyshire. These superb developments are all two-bedroom apartments and include a range of outstanding facilities, for people aged 55 and over, who have an assessed need for care and support. Attention to detail has been paid to the inclusive design elements within the apartments and the ‘hotel’ style of the communal decorations.

• Potters Place, Foolow Avenue, Chesterfeld (55 apartments) opened early 2015.

• Smithybrook View, Market Street, Clay Cross, Derbyshire (90 apartments)

• Maple Mews, Cressy Road/Hall Street, Alfreton (52 apartments)

The video link below takes you around some of our schemes and explains more about the care and support they provide.

Potters Place

Maple MewsWatch this video to find out more: www.vimeo.com/97323452

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The Group invested £37.5 million into our properties during 2014/15 and we have implemented new software to better manage stock investment. Asbestos management is being enhanced, with increased surveys and processes to improve and harmonise our control measures during the investment process.We have harmonised our purchasing process for investment work with the introduction of a new framework. This enables us to buy materials and labour at agreed rates, making us more

transparent, auditable and achieve better value for money. Following considerable consultation we have also now implemented a new specification across the Group in April 2015, which we expect to deliver cost savings as we harmonise our materials and procure via the Re:Allies framework. The investment works programme is supporting the training of 16 apprentices across the group. Planned investment work will be fully monitored by The Leadership Factor during 2015 in order to further improve the way we work.

Finding out what is important to residents helps plan our priorities for improvement actions. The three key areas which we will be focusing on are:

• Making sure repairs technicians show their ID card at the start of each visit.

• The time taken to complete the work.• The standard of cleanliness at the end of

each day.

Planned Maintenance

£10.3m

Chevin

£5.7m

Green Vale

£4.4m

Housing Pendle

£11.3m

PennineHousing 2000

£5.8m

Twin ValleyHomes

0

£3.0m

£6.0m

£9.0m

£12.0m

83.1%

Together Housing GroupSatisfaction Index

£10.3m

Chevin

83.5%

Green Vale

82.7%

Housing Pendle

79.2%

PennineHousing 2000

87.1%

Twin ValleyHomes

025%

50%

75%

100%

£10.3m

Chevin

£5.7m

Green Vale

£4.4m

Housing Pendle

£11.3m

PennineHousing 2000

£5.8m

Twin ValleyHomes

0

£3.0m

£6.0m

£9.0m

£12.0m

83.1%

Together Housing GroupSatisfaction Index

£10.3m

Chevin

83.5%

Green Vale

82.7%

Housing Pendle

79.2%

PennineHousing 2000

87.1%

Twin ValleyHomes

025%

50%

75%

100%

The table below shows the results of The Leadership Factor’s resident satisfaction survey with Planned Improvements:

29

Annual Report 2015

Residents have repeatedly told us that providing a quality repairs service is what is most important to them, and whilst we are pleased with performance, we aim to improve satisfaction levels. All our operatives now use tablets to access jobs on line and can respond to requests at the

touch of a button, creating both efficiencies and value for money.

The table below shows number of repairs reported and customer satisfaction. Gas Servicing remains a high priority and every effort is made to access all of our homes.

Repairs and Gas Servicing

The three key areas which we will be focusing on following the feedback are:

• The ease of reporting the repair.

• The convenience of appointments offered.

• The quality of work completed.

% Target Chevin Green Vale

Housing Pendle

Pennine Housing

Twin Valley Homes

Responsive repairs ordered

- 31,835 16,310 12,073 53,345 31,420

Emergency repairs completed on time

2014-2015

99.95% 91.15% 97.10% 97.68% 94.45% - Cald

93.6% - Sheffield

97.73%

The Leadership Factor Satisfaction Result – all repairs.

90% 89.2% 90.7% 91.3% 86.6% Calderdale

91% Sheff

87.5%

Homes without a gas safety certificate

0 0 20 4 23 Calderdale

1 Sheff

38

Source: The Leadership Factor and Board Reports Q4

30


A total of £4.42 million has been invested in Housing Pendle Homes during 2014/15.

With modern style choices available, we are creating homes which residents enjoy and are proud of.

Investing TOGETHER

Work element Number

New Kitchens 4

New Bathrooms 114

New Roofing 105

Re-Glazing 21

New Doors 364

Re-Wiring (Full) 68

Boiler Replacements 77

Re-Rendering 90

31

Annual Report 2015

Getting more for your money is more important now than it has ever been. Most of our money comes from rent and we have a clear strategy for achieving value for money (VfM) and for making sure that what we spend gives the most benefit to our tenants and communities.

Every penny counts

Total Income £14.65 million (March 2014-April 2015)

Rents

Service charges

House Sales

Supporting People Grant

Other Grants

£12.38m

£0.28m

£0.55m

£0.50m

£0.94m

Total Expenditure £8.53 million (March 2014-April 2015) Housing Management £3.47mMaintenance (planned, routine and major repairs). £3.56m

Other Social Housing costs £1.5m

Since we created Together Housing Group four years ago we have made significant gains in VfM:

• £13 million of savings delivered to date from improved procurement, rationalising contractors and reducing overheads.

• We have received £3.4 million in external matched funding to support our wider social objectives.

• 1,757 new homes built at a cost of £197 million.

• £507.4 million investment in maintaining and improving assetts.

• £8.7 million investment in supporting and regenerating communities.

Housing PendleShackleton Hall32 Church Street Colne BB8 0LG

0300 555 5559www.housingpendle.co.uk

Registered in England and Wales No. 30105RRegistered with the Homes and Communities Agency No. L4477

A member of theTogether Housing Group

housing pendle annual report 2015

Documents