phoenix community housing annual review 2008- 2009

We are Phoenix Review of the year 2008 - 2009

Our community in our hands

“As a resident Empowerment Officer I was door-knocking one day and I was invited in to one house to speak to the elderly resident. She was 97 years old and hunched over, so I got on my knees so I could look at her whilst talking to her. She said I was

the first person in a long while who was prepared to ‘come down to her level’- she signed up!”. “Joining Phoenix has allowed me to challenge the way I think about providing information and services to residents. Phoenix is more than just a landlord, it

is about creating sustainable community for generations to come”. “Working with residents on interview panels and seeing the other side of them is really great and takes the working relationship to another level”. “It’s been hard making the change, it’s

been tough, but we have done it together and we are stronger for it”. “I love attending area panel meetings, working closely with all the residents”. “It is very nice to meet staff and they are not just a voice on the phone!”. “Being a council tenant and a staff

member I really appreciate an organisation as involving of residents as Phoenix”. “Lots of opportunities for staff and residents to attend training and improve their skills”. “I had a quiet life before I joined Phoenix. Now I’m busy meeting people”. “I want

to enjoy every day at work”. “Every day has brought something new. Knowing you have made a difference to a resident”. “Let’s look outside the box”. “Some of the great and the good never believed we’d get here”. “It’s a new way of working”. “Working

in partnership”. “It’s the democratic way of doing things”. “At the heart of it are the tenants”. “Meetings are extremely well attended”. “I really feel like I belong I feel partof something wonderful”. “It’s a golden opportunity, a blank sheet of paper”. “We the

people have got the power to do things for ourselves”. “Homes fit for heroes”. “Make us proud”. “Residents can be part of the solution”. “We knocked on every door, we stood outside the co-op,

outside Tesco”. “It was always cold, it was always raining”. “It gave us the power that we’d never had before”. “It’s about giving you the vehicles so you can come out and take ownership”. “Far

improved from the government’s standard”. “Phoenix is me, it’s my neighbour, tenant or leaseholder, we are Phoenix”. A wish: “Phoenix to be the best Gateway in the country”. A wish: “That the lights burn brighter”. A wish: “To put smiles on the faces of tenants”.

www.phoenixch.org.uk

appreciate an organisation as involving of residents as Phoenix”. “Lots of opportunities for staff and residents to attend training and

improve their skills”. “I had a quiet life before I joined Phoenix. Now I’m busy meeting people”. “I want to enjoy every day at work”. “Every day

has brought something new. Knowing you have made a difference to a resident”. “Let’s look outside the box”. “Some of the great and the

good never believed we’d get here”. “It’s a new way of working”. “It’s the democratic way of doing things”. “At the heart of it are the tenants”.

“Meetings are extremely well attended”. “I really feel like I belong I feel part of something wonderful”. “It’s a golden opportunity, a blank

sheet of paper”. “We the people have got the power to do things for ourselves”. “Homes fit for heroes”. “Make us proud”. “Residents can be part

of the solution”. “We knocked on every door, we stood outside the co-op, outside Tesco”. “It was always cold, it was always raining”. “It gave

us the power that we’d never had before”. “It’s about giving you the vehicles so you can come out and take ownership”. “Far improved from

the government’s standard”. “It’s been hard making the change, it’s been tough, but we have done it together and we are stronger for it”.

“Working in partnership”. “It’s the democratic way of doing things”. “Phoenix is me, it’s my neighbour, tenant or leaseholder, we are Phoenix”.

Review of the year 2008-2009Review of the year 2008-2009Review of the year 2008-2009Review of the year 2008-2009Review of the year 2008-2009Review of the year 2008-2009September 2009

Dear Phoenix Member,

Here we are; still going strong more than one year in, and time to take a realistic look at what we are doing.

First, I’m very pleased to introduce a report called “We are Phoenix”. It comes from the heart and means we value everybody’s contributions: tenants, leaseholders, staff, partners, and other local people. In this way we can build not just a successful housing association but a true community whose members know where they are going and what support they can expect not just in housing but other services as well.

We’ve done a lot of growing this year: improved homes, healthy and tasty plants in our estate vegetable gardens and allotments, regular newsletters, well-kept estates, established panels in all our areas, excellent staff and resident training, a flourishing Phoenix Residents Group and a skilled and talented Board at the heart of it all.

So please do read this report with the eye of someone who can really take part, can question and look for changes and can make your own contribution to Phoenix in your own way.

Pat Fordham, Chair of Phoenix

Pat Fordham (right) with Doris Astell, tenant of Phoenix’s 1000th improved home.

We are Phoenix...

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www.phoenixch.org.ukOur community in our hands

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We are Phoenix...

�We are Phoenix!

Margaret Axell was elected as Chair and Peter Lewis as Vice Chair of the Phoenix Residents’ Group (PRG) at the first meeting of the year.

Margaret says:“We started the year as an ad hoc group, but by the October �008 meeting were �00% representative, elected from the Local Area Panels. Realising that there was a lot to be learned about Phoenix, running meetings and running the business of the organisation, we divided our meetings as alternately training sessions and business meetings for the next six months.

We have received reports from all parts of Phoenix through the year, met staff and discussed the Corporate Plan, the Financial Report, the repairs service, Envirowork and social enterprise, play areas, the Well London project, ward assemblies, our gas servicing, the rents formula, and the increases, anti social behaviour action plans, skills and training pack, performance summaries, and made a number of recommendations for improvements to the services. We received reports from the Board and I reported on PRG business to every Board meeting.

Many of our members have been able to raise issues where they felt the service could be improved (for example recommended getting the cost of bulk removal down, which has now been achieved).

As well as the PRG and the Local Area Panels, members have joined Rent focus groups, monitoring groups for Green Services, planning the parking schemes and the leaseholder forum. We have hosted the Gas Compliance Awards, and heard about the Green Man Stakeholder plans, and the proposed demolition of Basing House which is structurally unsound and intended to be used in a land swap for our new HQ.

Finally, I’d like to offer our heartfelt thanks to the Resident Empowerment Team who have helped us in so many ways to operate efficiently and become a really lively and effective Residents’ Group”.

It’s a new way of working

IT Training for residents:Phoenix Residents’ Group Chair, Margaret Axell learns about using the Phoenix website with Customer Services Manager Julia Holland.

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Review of the year 2008-2009Review of the year 2008-2009Review of the year 2008-2009Review of the year 2008-2009Review of the year 2008-2009We are Phoenix...

�We are Phoenix!We are Phoenix!We are Phoenix!�We are Phoenix!�

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Introduction: Jim Ripley, Phoenix Chief ExecutiveWe are a new organisation, but one that has developed quickly and strongly. In just four years we have gone from ‘a good idea’ to being a substantial and successful resident-led landlord with a major works and improvement programme well underway.

Phoenix Community Housing is a community and a business. We aim to provide quality social housing with excellent services and to encourage community development by inspiring and supporting staff and residents to give their best for their community.

Our Vision and Values: The Phoenix Way

• We are one of the first four Community Gateway Housing Associations in the country.

• We were established, voted for, and then transferred from Lewisham Council in December �007 to a new Housing Association owned and led by the residents.

• We keep our promises as an organisation and as individuals.

• We are fair, open and honest.

• We are a resident led membership organisation and develop our resident and staff members through the Phoenix Academy.


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We are Phoenix...

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we are strongerDecent Homes Improvement Works

Phoenix made a commitment to raise the quality of homes during our first five years. Residents helped us prioritise the most important works to be carried out during that period.

The top � priorities were internal works and windows and doors. Phoenix have been working hard to carry out the programme over our first �� months, with several key milestones already achieved.

Internal works are kitchens, bathrooms, electrical circuits and heating. These four components form part of the government’s decency standards for social housing in England and Wales.

We started work on decent homes from day one. Contracts were set up and contractors were mobilised on � December �007, and by the end of March �009, we had improved internal components to over �,�00 of your homes, spending over £�6 million. That is, an average spend of £��,�00 per property, which is a fantastic achievement for residents and staff alike. By measuring ourselves against similar associations set up at about the same time we know that we are further forward than others, and we celebrated this with the �,000th completion at Elfrida Crescent in May �009.

Resident choice is important, and we give choices of colours in kitchens and bathrooms, whilst requiring consistency and reliability for ongoing maintenance, as these improvements need to last us �0 years.The window and door programme has improved �,000 properties. We have surveyed �876, and therefore have checked that �0% meet the Phoenix standard.

Internal works and the window and door programme are continuing and details of the area programme can be found at http://www.phoenixcommunityhousing.org/newspage.cfm?inc=projects

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we are strongerwe are strongerwe are strongerTargets for 2008-2009: Achievements

Programme of Decent Homes works to be up to date. • Number of homes brought up to the Phoenix Standard: �� • Number of homes completed within the windows and doors programme: �066 • Number of homes completed within the internals programme (kitchens, bathrooms, rewiring, heating): 9�� • Turnaround time average: Internals �0 days • Turnaround time average: Windows and doors � days

Repairs and Gas Servicing Targets. • Emergency repairs within target time: 97%

Our Gas servicing meeting the legal standard. • Inspections 98% completed including forced entries into a number of homes.

Good governance - our Board to be fully compliant with Tenant We are compliant with the TSA’s requirements. Services Authority’s requirements.

A Business Plan that works and is compliant with all our We are compliant with financial requirements. financial requirements.

We have a strong Executive Team focussing on improving A Service Review has been undertaken with all staff involved. all services.

Improved performance: we will learn from our experience and ‘The Phoenix Way’: performance development under way. feed back the lessons.

We will build Partnerships with the Council and other organisations by:

• Developing apprenticeship opportunities. Apprenticeships: � PATH Trainees are working in Phoenix departments.

• Making opportunities for best use of vacant land with other We are negotiating with L&Q and Lewisham Council for best use of Social Landlords. land for the benefit of the community.

• Developing more apprenticeships with our contractors in We have helped create �7 new apprenticeships in partnership with building trades. our contractors.

• Finding funding opportunities. £�00,000 for Shroffold Green Play Area.

Achievements in Decent Homes


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We are Phoenix...

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in Partnership

Customer Services and Housing Management

Targets 2008/2009 Achievements

Improve face-to-face services. • All staff have been trained in telephone handling and face-to-face reception. • We run monthly surgeries in the community centres for residents who find it hard to get to our offices.

Improve our service and reduce costs. • We have set up a combined call centre and started a service review.

More effective ways of dealing with Anti Social • We now create an Action Plan with you if you are Behaviour (ASB). suffering from effects of ASB. • We have signed up to the Respect Agenda: a government standard on improving quality of life and supporting peaceful neighbourhoods. • Close partnership working with the local Safer Neighbourhood Teams and Lewisham’s ASB Action Team.

Improve rent collection. • We have chased arrears and in �� cases served notices to quit. • �� evictions have been carried out.

Develop resident monitoring of services. • Residents have the opportunity to join regular estate inspections advertised on our website and through the Panels.

Improve the cleaning standards in blocks. • We have carried out a deep clean of all the communal areas.

Offer IT use and training to residents who are • We make basic computer training available to our residents new to it. in the reception areas and some of the Community Halls.

Focus on Financial Inclusion. • We make Citizens Advice Bureau referrals for benefit and debt advice and our staff have been trained in debt counselling. Lewisham Plus Credit Union is also working with us.

Re-let empty homes more quickly. • The total of empty homes has been reduced from �� to 70.

Ensure the right people are occupying • We have carried out �� occupancy checks. our properties.So

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Community Development and Regeneration

Targets 2008/2009 Achievements

Establish the Phoenix Residents Group. • The Phoenix Resident Group has been strongly established as a wholly elected representative body.

To establish �� Local Area Panels. • Twelve Local Area Panels have been established and developed. • They elect their representatives to the Phoenix Residents Group and have made inputs into communal caretaking and repairs, Decent Homes issues, rent information, developing local identities and signs.

Refurbish the community halls. • We have refurbished three community halls.

Ensure regular clear communication with • Members produce regular editions of Community News, all residents. delivered to all residents. • The Phoenix website (www.phoenixch.org.uk) is developing and constantly updated.

Build our membership: �,000 members by the • Over ��00 of you had become members by the end of year. end of the year.

Establish the Phoenix Residents Group.

To establish

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We are Phoenix...

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with residentsTargets 2008/2009 Achievements

Develop a strong Community Gateway • In September �008 we ran a successful Tenants Conference, organisation with accessible events and and in May �008 the Phoenix Launch Festival attracted information for all. �,�00 participants to Forster Park. • In December �008, ��0 people attended our Birthday Breakfast. • Many of our residents give their time and energy in a voluntary capacity to make sure events are successful.

Develop a presence in the neighbourhood • We have a presence at all local events and are also a partner and support local community development in Bellingham Interagency. and regeneration.

We will build Partnerships with the Council and other organisations by: • Developing apprenticeship opportunities, • Trainee and Apprenticeship posts created: �7 with our contractors - developing more apprenticeships in building trades. • Finding funding opportunities. • We work with statutory, non-statutory and community bodies to provide and influence services.

Performance Monitoring and Complaints Handling

• We have established a comprehensive Performance Report on all of our Indicators, which is regularly reported to the Board and the Phoenix Residents’ Group.

• Held Performance Management workshops for managers.

• We have signed up to a benchmarking club and Housing Quality Network.

• We have reduced a backlog of ��0 complaints and established good relations with residents.

• We arrange home visits for complainants.

Community Development and

Regeneration: Targets 2008/2009

continued

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with residentswith residentswith residentsAt the heart of Phoenix: our young peoplePhoenix residents and workforce are strongly committed to work with the service providers to ensure that children, young people and their families in our area have the best possible life chances.

During the year April �008 to March �009 we worked on proposals for our future HQ. This will be a multi-purpose resource in an area which is one of Lewisham’s most disadvantaged, lacking in opportunities for growth and learning. We hope it will be a creative and social hub for local people.

Shroffold Green One spectacular success this year has been the granting of funding for a new play area on Shroffold Green. Our young people successfully presented their ideas at public meetings, achieving £�00,000 funding from the National Lottery and the Mayor’s Playbuilder fund (Department for Children, Schools and families). Following consultations with residents around the green, ‘Monster Play’ built our new playground, now in regular use.

Millwall Kickz Kickz gives young people aged ��-�8 a chance to play quality sport as well as music production, dance and other activities. The project now employs � young people who started out as participants. Currently �0 young people are working towards NVQ Level � in Activity Leadership. Millwall Community Team runs this programme based at the Downham Leisure and Lifestyle Centre.

Bellingham Gateway We also work with Bellingham Gateway and helped support a theatre trip for young people.

Meadows Youth Club In July �008 young people of the Meadows applied to Lewisham Council for Youth Opportunity Fund (YOF) support. They put their case for a youth club forward at a series of meetings, and finally, in February �009, they were successful.


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We are Phoenix...

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Tenant Satisfaction with Decent Homes Improvement Works...• Kitchens and Bathrooms: 96%• Doors and Windows: 94%

Did you know?The projected budget for our Decent Homes Improvement Works for 2009/10 is over £24 million.

Did you know?We completed Internals works (Kitchens and Bathrooms):951 , Doors and windows programme 1066, Homes brought up to Full Phoenix standard :233

Did you know?The rent collection rate recorded for week 52, end of year is 97.57%, a significant improvement on the previous year end which stood at 93.44%.

Decent Homes works

20 222008/2009Target

2008/09

Average number of days taken to install new kitchens and bathrooms

Average number of days taken to install windows and doors

2 22008/2009Target

2008/09

Key Improved No Worse performance. change. performance.

Rents and Occupancy

2007/2008

32

2008/2009

1

2007/2008

28

2008/2009

0

Number of court possession orders for rent arrears granted

Rent collected year to date %

98%

2007/2008Target 2008/09

97.57%

2008/2009

93.44%

2007/2008

14

2008/2009

0

Number of postponed court possession orders granted

Number of evictions

2007/2008 is the period �rd

December �007 to ��st March �008

2008/2009 is the period

�st April �008 to ��st March �009

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Voids and Lettings

Total number of voids (empty homes)(empty homes)

55

2007/2008Target 2008/09

702008/2009

115

2007/2008

342008/2009

19

Total number of Lettings (monthly)

2007/2008

222008/2009

9

Number of long term voids (structural problems)

Average turnaround time

30

2007/2008Target 2008/09

522008/2009

76

149 42154 50%345

Lettings to applicants

Lettings to homeless households

Lettings to Transfer Applicants

Total lettings

% lettings to BME households

Did you know?A lot of money that could be spent on improving your services is still being wasted on having to clear bulk rubbish, such as old mattresses, fridges etc that residents just dump on estates. In 2008/2009 we spent £72,000 on bulk rubbish removal.


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Did you know? Last year we did over 17,000 repairs which cost about £6 million. 80% of all our tenants contacted us during the year, and of these, 80% of calls concerned repairs.

Did you know?The responsive repair total means that on average each PCH home had 3.06 repair jobs carried out.

Anti Social Behaviour

146 1231

2008/20092007/2008

Number of Anti Social Behaviour actions taken

Key Improved No Worse performance. change. performance.

Repairs Tenant Satisfaction with Repairs: 84.6%

Indicator Target Performance �007/�008 �008/�009 �008/�009 against target

Emergency repairs in time % 99% 80.08% 97%

Repair appointments kept % 98% 62.77% 93%

Routine repairs % 97% 95.97% 89%

Urgent repairs % 97% 89% 97%

Membership

1000 380by March 2008

1150by March 2009

Performance against target

Target 2008/09

2007/2008 2008/2009

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Did you know?At 31st March 2009 we had 168 staff.

Did you know?We carried out work to over 600 trees in the Phoenix area at a cost of £212,000.

Leaseholders

388 30%61

Number of Leaseholders in arrears

Number of Leaseholders in arrears over £��00.00

Leaseholders that have set up an arrangement

Contact with Phoenix

Indicator Target Performance �007/�008 �008/�009 �008/�009 against target

Stage 2 complaints on time % 95% 53% 78%

MP enquiries on time % 95% 100% 91%

Members enquiries on time % 95% 76% 85%

Number of compliments received 0 68

Gas Servicing

100%

Target 2008/09

98.96%

(out-turn 2008 at 31st Dec)

Gas servicing completions % (new programme Jan 09 - Dec 09)


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INCOME AND EXPENDITURE ACCOUNT for the period ended 31 March 2009

2009 2007 £000 £000

TURNOVER �9,�� ,760

Operating costs (��,8�8) (�,��)

OPERATING SURPLUS �,�� 6

Surplus on sale of fixed assets �� -

Interest receivable �7� 6

Interest payable and similar charges (�68) (��)

Other finance income ��8 9

SURPLUS FOR THE PERIOD �,9�8 �08

STATEMENT OF RECOGNISED SURPLUSES AND DEFICITS for the period ended 31 March 2009

2009 2007 £000 £000

Surplus for the period �,9�8 �08

Actual return less expected return on (�,8��) 76 pension scheme assets

Effect of changes in the actuarial �,�8� (��7) assumptions

Surplus relating to the period �,�68 �7

Phoenix Community Housing changed its accounting period to �� March during the period. Phoenix commenced operations on � December �007 and therefore the comparative figures are for one month to �� December �007.

INCOME

77.�%: Net rent and service

charges

�9.9%: Grant income

0.�%: Net income from RTB sales

�.�%: Interest income0.9%: Other income ExPENDITURE

��.�%: Major Works and Decent

Homes

��.8%: Operating costs including responsive and void repairs

�%: Share of VAT shelter payable to Council

0.9%: Interest payable and bank charges

0.9%: Other fixed assets

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FIxED ASSETSHousing properties �07,�07 96,�77

Other fixed assets 668 ��8

�08,�7� 96,89�

CURRENT ASSETSDebtors - after more than one year �8,�� ,�67 - due within one year �0,7�� ,98�Cash at bank and in hand 6�� ,7�0

�9,�� 70,898

CREDITORS: Amounts falling due within one year (��,�76) (��,��)

NET CURRENT ASSETS excluding pension asset 6,0�6 �9,��7

Pension asset - 79

NET CURRENT ASSETS including pension asset 6,0�6 �9,6�6

TOTAL ASSETS LESS CURRENT LIABILITIES ��,�� 6,��

2009 2007 £000 £000

BALANCE SHEET as at 31 March 2009

2009 2007 £000 £000

CREDITORS: Amounts falling due in more than one year �09,�0� ��6,�8�

Pension Liability �0� -

�09,70� ��6,�8�

CAPITAL AND RESERVESNon-equity share capital � -Revenue reserves �,�� 7

��,�� 6,��

For a full copy of the financial statements for the period ended �� March �009 please contact the

Company Secretary, Shirley Mucklow.


�6�6

Pat Fordham Chair

David Cummins

Vice-Chair

Diana St Claire North

Tenant member

Walter McCann (from Sept 08)

Tenant member

Margaret McCarthy Tenant member

Patricia Crawford

Tenant member

Denis Costelloe Leaseholder

member

Kevin Donnelly Independent

member

Christopher Lawal Independent

member

The Phoenix Board

Andrew Harmer Independent member

(from Jan 09)

John Shortt Independent member

(from Oct 08)

Christopher Birchall Independent member

(from Oct 08)

David CumminsDavid Cummins

Ron Stockbridge Council nominee

member

Cllr Alan Hall Council nominee

member (from April 09)

Cllr Daniel Houghton Council nominee

member (from July 08)

Patricia CrawfordPatricia Crawford

Kevin DonnellyKevin Donnelly

Christopher LawalChristopher Lawal

John ShorttJohn ShorttJohn Shortt

Christopher Birchall

Cllr Alan Hall Cllr Alan Hall

Cllr Daniel Houghton Cllr Daniel Houghton Diana St Claire NorthDiana St Claire NorthDiana St Claire NorthDiana St Claire NorthDiana St Claire NorthDiana St Claire NorthDiana St Claire North

Margaret McCarthyMargaret McCarthyMargaret McCarthy


Resigned during the year: Debbie Williams, Pippa Hack, Cllr Simon Carter, Cllr Cathy Priddy

‘OurBoardismadeupof7residents(currently6tenantsand1leaseholder),3Councilrepresentativesand5independentmembers.

Phoenix shareholder members, both tenants and leaseholders, elect the resident Board members who must be nominated and seconded by members in advance of the Annual General Meeting. Existing members stand down in turn as required by the Rules of the Association.

Lewisham Council nominates our three council representatives.

A panel of board members recruits independent members based on their qualifications, skills and experience and interest in social housing. The recruitment process includes an application form and an interview. Independent members have to show the professional or technical skills they can bring to the board. Successful candidates cannot be tenants or otherwise connected with Phoenix or the Council.

This rigorous recruitment process helps to ensure the Board has the skills and talents needed to carry out their job’.

“As a resident Empowerment Officer I was door-knocking one day and I was invited in to one house to speak to the elderly resident. She was 97 years old and hunched over, so I got on my knees so I could look at her whilst talking to her. She said I was

the first person in a long while who was prepared to ‘come down to her level’- she signed up!”. “Joining Phoenix has allowed me to challenge the way I think about providing information and services to residents. Phoenix is more than just a landlord, it

is about creating sustainable community for generations to come”. “Working with residents on interview panels and seeing the other side of them is really great and takes the working relationship to another level”. “It’s been hard making the change, it’s

been tough, but we have done it together and we are stronger for it”. “I love attending area panel meetings, working closely with all the residents”. “It is very nice to meet staff and they are not just a voice on the phone!”. “Being a council tenant and a staff

member I really appreciate an organisation as involving of residents as Phoenix”. “Lots of opportunities for staff and residents to attend training and improve their skills”. “I had a quiet life before I joined Phoenix. Now I’m busy meeting people”. “I want

to enjoy every day at work”. “Every day has brought something new. Knowing you have made a difference to a resident”. “Let’s look outside the box”. “Some of the great and the good never believed we’d get here”. “It’s a new way of working”. “Working

in partnership”. “It’s the democratic way of doing things”. “At the heart of it are the tenants”. “Meetings are extremely well attended”. “I really feel like I belong I feel partof something wonderful”. “It’s a golden opportunity, a blank sheet of paper”. “We the

people have got the power to do things for ourselves”. “Homes fit for heroes”. “Make us proud”. “Residents can be part of the solution”. “We knocked on every door, we stood outside the co-op,

outside Tesco”. “It was always cold, it was always raining”. “It gave us the power that we’d never had before”. “It’s about giving you the vehicles so you can come out and take ownership”. “Far

improved from the government’s standard”. “Phoenix is me, it’s my neighbour, tenant or leaseholder, we are Phoenix”. A wish: “Phoenix to be the best Gateway in the country”. A wish: “That the lights burn brighter”. A wish: “To put smiles on the faces of tenants”.


A wish: “Phoenix to be the best Gateway in the country”. A wish: “That the lights burn brighter”. A wish: “To put smiles on the faces of tenants”.

“As a resident Empowerment Officer I was door-knocking one day and I was invited in to one house to speak to the elderly resident. She

was 97 years old and hunched over, so I got on my knees so I could look at her whilst talking to her. She said I was the first person in a long

while who was prepared to ‘come down to her level’- she signed up!”. “Joining Phoenix has allowed me to challenge the way I think about

providing information and services to residents. Phoenix is more than just a landlord, it is about creating sustainable community for

generations to come”. “Working with residents on interview panels and seeing the other side of them is really great and takes the working

relationship to another level”. “It’s been hard making the change, it’s been tough, but we have done it together and we are stronger

for it”. “I love attending area panel meetings, working closely with all

the residents”. “It is very nice to meet staff and they are not just a voice

on the phone!”. “Being a council tenant and a staff member I really

Thanks to all the residents, staff and board

members who contributed their comments,

help, support and time to both the year’s work

and to the making of this report.


Phoenix Community Housing, 21 Marton Close, Bellingham, London SE6 3SS

www.phoenixch.org.uk

phoenix community housing annual review 2008- 2009

Documents

phoenix review

new way of working

democratic way

working relationship

staff member

im busy meeting people

elderly resident

blank sheet of paper