“I get a personal level of service and they’re always sympathetic” “I think they’re the best housing association that I’ve heard of” “I would recommend Raven; I’ve been with them for a long time, since they took over from the Council.” “I’ve had first class service from them. We’ve had all sorts done and they’ve been very good.” “You phone them up and they’re on the button” “I’ve been with Raven for seven years and I’ve never had any complaints.” “They’re always polite” “The repairs they’ve done have been very good.” “Raven are quick and thorough.” “They’ve always been very good to me. They’ve treated me well and are understanding.” “They deal with your problems. It’s good customer service.” “Raven do what they say they are going to do.” “Raven are efficient and friendly.” “I get a personal level of service and they’re always sympathetic” “I think they’re the best housing association that I’ve heard of” “I would recommend Raven; I’ve been with them for a long time, since they took over from the Council.” “I’ve had first class service from them. We’ve had all sorts done and they’ve been very good.” “You phone them up and they’re on the button” “I’ve been with Raven for seven years and I’ve never had any complaints.” “They’re always polite” “The repairs they’ve done have been very good.” “Raven are quick and thorough.” “They’ve always been very good to me. They’ve treated me well and are understanding.” “They deal with your problems. It’s good customer service.” “Raven do what they say they are going to do.” “Raven are efficient and friendly.” “I get a personal level of service and they’re always sympathetic” “I think they’re the best housing association that I’ve heard of” “I would recommend Raven; I’ve been with them for a long time, since they took over from the Council.” “I’ve had first class service from them. We’ve had all sorts done and they’ve been very good.” “You phone them up and they’re on the button” “I’ve been with Raven for seven years and I’ve never had any complaints.” “They’re always polite” “The repairs they’ve done have been very good.” “Raven are quick and thorough.” “They’ve always been very good to me. They’ve treated me well and are understanding.” “They deal with your problems. It’s good customer service.” “Raven do what they say they are going to do.” “Raven are efficient and friendly.” “I get a personal level of service and they’re always sympathetic” “I think they’re the best housing association that I’ve heard of” “I would recommend Raven; I’ve been with them for a long time, since they took over from the Council.” “I’ve had first class service from them. We’ve had all sorts done and they’ve been very good.” “You phone them up and they’re on the button” “I’ve been with Raven for seven years and I’ve never had any complaints.” “They’re always polite” “The repairs they’ve done have been very good.” “Raven are quick and thorough.” “They’ve always been very good to me. They’ve treated me well and are understanding.” “They deal with your problems. It’s good customer service.” “Raven do what they say they are going to do.” “Raven are efficient and friendly.”

Raven Housing Trust - Annual Report 2011-2012

Ten years at the

heart of communities

Raven Housing Trust - Annual Report 2011/12 1 10 years at the heart of local communities Contents

This annual report tells you about how Raven has done from April 2011 – March 2012. You’ll read about what customers have asked us for, how we’ve responded, and whether this was good value for money. You’ll also read about our plans for the future.

Ten years at the heart of communities – a timeline

Your home• Repairs• Improvements • Warmth and energy efficiency

Listening to tenants• Customer service and

complaints• Involvement and

empowerment• Understanding and

responding to the diverse needs of tenants

Renting affordable homes• Your tenancy• Letting your home• Rent and who we house

2.

4.

8.

12.

16.

20.

21.

22.24.

Investing in communities• Anti-social behaviour and

keeping estates clean and tidy

• Investing in local communities

• Making the most of green space

A place of my own: homeowners report

Striving to offer value for money

Summary accounts

Well run and respected: – governance and scrutiny

Raven at ten - 2012

Raven and staff and residents gather around the new bench and planters in Timperley Gardens, Redhill, which marks Raven’s 10th anniversary.

Celebrating 10 yearsJohnButler,chairandJonathanHiggs,chiefexecutive(inset)andwithstaffandresidentsatRedhillshelteredhousingschemeChilmead’sopenday

What a difference 10 years makes - Jonathan Higgs, Raven’s chief executive and John Butler, Raven’s chair

JohnButler,chairandJonathanHiggs,chiefexecutive(inset)andwithstaffandresidentsatRedhillshelteredhousingschemeChilmead’sopenday

Raventurned10inMarch2012.Whatadifference10yearsmakes.

In2002TonyBlairwasPrimeMinister,unemploymentstoodat1.5millionandSerenaWilliamswonWimbledon.

In2012DavidCameronisPrimeMinister,morethan2.5millionpeopleareunemployedinUKandSerenaWilliamswontheWomen’ssingleschampionshipatWimbledonforthefifthtime.

LiketheUK,Ravenlooksdifferentthanitdid10yearsagobutourcommitmenttoinvestinginhomesandneighbourhoodsremainsthesame.

Mostcustomerswillhaveseenimprovementstotheirhomeoverthepast10yearsfromRaven’s£50million

investmentandwehaveplanstoinvest£490millionmoreoverthenext30years.

Inthelastdecadewehavebuiltorbought603homes,including146sharedownershiphomes.Ravennowownsmorethan6,000homestomeettheneedsofaffordablehomesforlocalpeople

Overthepast10yearsRavenhasbecomeestablishedasoneoftheUK’sleadinghousingassociationsforenvironmentalsustainabilityandhaswonnationalawardsforourinnovationinenvironmentalsustainability.

In2002Ravenenjoyedgovernmentfundingof£70-80,000towardsthecostofeachnewrentedhomebuilt.In2012,withpublicspendingcutsinsomany

areas,thishasnowreducedtoanaverageof£15,000.Nationally,housebuildinghasfallentoitslowestpeacetimelevelsince1924yetthedemandforsocialrentedhomesisincreasing.Ravenisdeterminedtocontinueprovidingnewhomesinaverydifficultenvironment.

Beingattheheartofacommunity–providingaffordablehomesforpeoplewhoarestruggling,offeringsupportwhereit’sneeded-isaresponsibilityandaprivilege.Thisannualreporthighlightssomeofoursuccessesfromthepastyearanddecade,looksatwhatwearedoingtotacklesomeofthechallengesourresidentsandRavenfacetodayandmapsouthowwecanmeetthesechallengesinthefuture.

2 Raven Housing Trust - Annual Report 2011/12 3

2002

ResidentMrsWaltersandshelteredhousingofficerLornaBestatNutley

Court,Reigate,Raven’sfirstshelteredschemerefurbishment.Thankstoaninvestmentprogramme,allRaven’sshelteredschemeforolderpeoplearenowhighqualityandself-contained.

2007

ThePrestonWaterEfficiencyProjectwonanationalawardforitsinnovativeapproachtowaterconservation.

2002 20082004 20102006 2012

2003 200920072005 2011 and into the future...

2008

Juniorwardenschemesrunbytheneighbourhoodwardensaremakingarealimpactonthelivesofyoungpeopleandtotheircommunities.

2004

ReigateresidentSamMooreandherdaughterKelisintheirnewlyrefurbishedkitchenin2004,whichwasmodernisedaspartofRaven’s£36millioninvestmentprogramme2002-7.

2010

AndrewBailey’ssettledintohisnewbuildhomeTadworthwithsupportofRaven’s‘movingon’service,whichhelpspeoplemovefromtemporarytopermanenthomes.

2006

Raven’sneighbourhoodshopopenedin2006.TheNorthteamservingthePreston,Banstead,Kingswoodandsurroundingareasisbasedhere.

2012

RavenhasagrowingcommunityinvestmentandyouthinclusionprogrammetosupportthestrengtheningofcommunitieswhereRavenhashomes.

2003

MikeRyanandMatthewLancleywereRaven’sfirstapprenticeswhojoinedin2003.Raveninvestsmorethan£100,000eachyearinstafftrainingtoensureourstaffprovidehighqualityservices.

2009

RavenopenedDouglasHouse,apurpose-builtshelteredschemeof27apartments.Itslow-waterusegardenwonannationalaward.

2005

ThenewapartmentsinStanleyStreet,CaterhamwereRaven’sfirstwithTandridgeDistrictCouncil.Ravennowowns50homesinTandridgeandhasgrowntoworkwithsixotherlocalauthoritiessince2002.

2011

TheJones’1950shomeinMersthamwasupgradedwiththelatestenvironmentaltechnologyhelpedbya£100,000governmentgrant.

Stories from the last 10 years are highlighted throughout the report with this symbol:

10 years at the heart of communities – a timeline

4 5

“Can you ring up on the day you’ve done a repair to ask how it went? ”

Raven Housing Trust - Annual Report 2010/11 Your home

All customers, not just those moving into new homes, deserve good quality homes – because home is where the heart is. Our mission is to offer modern homes to a good standard that meet your aspirations.

This section looks at• Repairs• Improvements• Warmth and

energy efficiencyRepairs Performance Actual Target% Emergency repairs completed on time 99.93% 99.5%

% Urgent repairs completed on time 99.13% 99.3%

% Routine repairs completed on time 98.67% 99%

% tenants satisfied with the repair works carried out 90.54% 93.5%

Repairs

In 2011-2012 we:

• Offera“betterweather”appointmentslotforrepairingRavenfences

• Upgradedourrepairsteamhandheldcomputers• Wonacontracttoinstalldisabledadaptations,bringing

incomeintoRaven• changedtoarangeofeco-friendlyandresponsibly

sourcedtoolsandproducts,reflectingRaven’scommitmenttoenvironmentalsustainability

• createdexcellencestandardswithcustomersforrepairsandcleaning

• broughtelectricaltestingin-house

Now and next year we will:• Improveourplanningsowedomorethanonejobat

thesametime• Increasetheamountofworkwedoforothers

Raven at ten

Fugiaasetlamseribusresdolorrumqueipissitiatemfugiatur?Aquiipsanteatibusamreverumautapiendisetplictedolessimunt.

“ Combine more jobs into

one visit.”

Yousaid:

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Ten years at the heart of

communities – a timeline

Your home• Repairs

• Improvements to your homes

• Aids and adaptations

• Warmth and energy efficiency

Listening to tenants• Customer Service

• Complaints

• Tenant involvement and empowerment

Rents and new tenants• Your tenancy

• Letting your home

• Rent and who we house

Investing in communities• Anti-social behaviour

• Grounds maintenance

• Keeping estates clean

• Green space

A place of my own:

homeowners report

Striving to offer value for money

Summary accounts

Well run and respected: –

governance and scrutinyYour home

Rents & tenants

Investing in communities

A place of our own

Your home

homeYour

Listening to tenants

new

“ Can you give us an appointment to repair fences? ”

DavidTapley,Raven’srepairscoordinator,schedulesinrepairswork

“The repairs they’ve done have been very good.”

Ourenergysavinginitiativesaimedatgreaterfuelefficiencyalsosavemoneyforexistingresidentsandfuturegenerations.

Value for money

6 Raven Housing Trust - Annual Report 2011/12 7

Your home

•

Raven at ten 2012

Reigate resident Allan Ashby is delighted with his new kitchen. Raven has fitted 2170 kitchens over the past 10 years as part of its investment programme and invested over £692m overall in improving our homes.

Quality of our homes: Improvements Quality of our homes: warmth & energy efficiency

In 2011-2012 we: • Replaced329frontdoors• Changedallaerialstodigitalintimeforthedigitalswitchover• Replaced420boilerswithmoreenergyefficientmodels• Replaced11roofsandpaintedtheexteriors• Continuedofferingresidentschoicesaboutwhattheycould

haveintheirkitchenorbathroomreplacements In 2011-2012 we: • Fittedsolarpanelsto33homestohelptackle

fuelpoverty• Wereshortlistedforsocialhousingproviderofthe

yearatthe2011sustainablehousingawards• Saved8.5tonnesofcarbonand£15,000peryearby

changingourcarparkandsecuritylightingatourRedhilloffice• Gaveoutenergysavingpackstosomecustomers,helping

themsaveupto£200ayear• Fittedthermostaticradiatorvalvesandfoilradiatorpanels

tohelpyoucontroltheheatingineachroom

Now and next year we will:• Publishour3yearinvestmentplanssothathomeownerscanplan

aheadfinancially• DevelopanewRavenstandard,inconsultationwithresidents• Lookformoresuitablehomestoconvertforlargerfamilies• Sellhomesthataredifficulttorentandcostmoretomaintainthan

theybringinrent.Wewillinvestthismoneyinbuildingnewhomesforpeoplewhoneedthem

• Invest£9.3minimprovinghomes. Now and next year we will:• Investmoreinrenewabletechnologies,likesolarpanels• Providemoreenergysavingadvicetothosewhoneedit

most

Raven at ten 2008Raven’shomesinMidStreet,NutfieldweretheUK’sfirstcodelevel5homesin2008.Raven’sisoneoftheUK’sleadinghousingassociationsforenvironmentalsustainability.

Yousaid:“We are worried about rising fuel prices.”

“replacing old kitchens and bathrooms is important – but building new homes is

more important.”Yousaid:“I’ve had first class service

from them. We’ve had all sorts done and they’ve been very good.”

• Wesaved£192,000on329doors,usingbetterqualitydoors,bychangingdoorsupplier.

Value for money

Ourenergysavinginitiativesaimedatgreaterfuelefficiencyalsosavemoneyforexistingresidentsandfuturegenerations.

Value for money

8 Raven Housing Trust - Annual Report 2011/12 9

20:35

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CMYK colours

Your home

Rents and

tenants

Investing in

communities

A place

of our own

Striving to

offer value

for money

Summary

accounts

home

Your

Listening

to you

new Renting

affordable

homes

Listening to tenants

In 2011-2012 we:• WontheprestigiousCustomerServiceExcellence(CSE)

accreditationforhighqualityservices,improvinghowwehandlecomplaintsandstaffprofessionalism

• beganusingtelephonesurveystofindoutwhatyouthinkaboutwhatwedo

• reducedthenumberofcallbackstoanswerenquiries.Ourtargetis65%-weachieved62.72%*

• IncreasedcustomersatisfactionincentralRedhillfrom63%to77%

• tackledproblemsearliernowthatwecollectpre-complaints*basedonExplaincustomersatisfactiondataSept2011–March2012

Now and next year we will:• putinanewITsystemgivingstaffmoreinformation

aboutwhoiscalling,savingtimeandgivingabetterservice

• introduceanewtelephonesystemthatwillhelpsavepeopletimeandgivevaluableinformation

Raven aims to put residents at the centre of everything we do, actively promoting, supporting and encouraging you to get involved and have a say in how we provide and deliver services. Raven believes that working in close partnership is the most effective way to ensure delivery of high quality, value for money services and to improve our accountability to residents.

This section looks at:• Customer service and complaints• Involvement and empowerment• Understanding and responding to the

diverse needs of tenants

Customer service and complaints

Yousaid:

“Don’t carry out telephone research with older people

late in the evening”

Raven at ten 2011

Councillor Natalie Bramhall joined the Green Day jointly organised by Raven and the Cromwell residents’ association as part of the RH1 project to improve customer satisfaction in Redhill

Number of Stage 1 complaints responded to within 15 days:

Total number of complaints

92.86%69

The numbers

Total number of complaints 2010-2011 88

You phone them up and they’re on the button.”

“They deal with your problems.

It’s good customer service.”

“I’ve been with Raven for seven years and I’ve never

had any complaints.”

• BetterITsystemswillhelpsavetime,makeusmore efficient and provide a better servicetoresidents.

Value for money

10 Raven Housing Trust - Annual Report 2011/12 11

1234 5678 9101 1213

Raven Housing Trust 2011/12

Listening to tenants

In 2011-2012 we:• Dealtwith500referralsforadaptations,costing£48,500• LaunchedSOS(ShelteredOutreachServices)forolderpeople

livinginandaroundTadworth,offeringsupportsothattheycancontinuetoliveintheirownhomes.

• Askedresidentsformoreinformationaboutthem,sothatwecanprovidebetter,moretargetedservices

• PromotedouradaptationsserviceinRavenTimes• Decorated44homesunderour“assisteddecorating”

schemeforolderanddisabledresidents• Ranactivitiesforyoungpeople

Now and next year we will:• Usetheinformationwehavetounderstandtheneedsof

residents

• Types of adaptations we made to people’s homes in 2011-2012:

• Levertapsandlongerdoorhandlesforpeoplewitharthritichands

• Extralocksondoorsandwindowsathomeswheretherearechildrenwithautismorattentiondeficitandhyperactivitydisorder(ADHD),orachildwhosleepwalks

• Increasedsecurityandoutsidelightingforvulnerabletenants• Flashingdoorbellsandvibratingsmokealarmsfortenants

withhearingdifficulties

Involvement and empowerment

Understanding and responding to the diverse needs of tenants

Yousaid:

In 2011-2012 we:• Usedmoree-surveystocustomersaskingaboutour

services• Rancoursestogiveresidentsnew skills• Increased the budgetforresident-ledcommunity

investmentcommitteesto£150,000• Minutesofresidentmeetingarenowsent out after 10

days,ratherthan14days• Reportedyour“Yousaids”and what we did in responsein

RavenTimesandmonthlyonourwebsite• InvestedtimeandtrainingintheResidentFederationsothat

theycandrive service improvements

Now and next year we will:• Workwithresidentstodevelopanew Raven standard• Ensureallourlargecontractsofferwork experience or

apprenticeshipopportunitiesforresidents

“We’d like more money for residents to invest in local neighbourhood improvements”

“Tell more people about the

adaptations service Raven offers”

Raven at ten 2004

Rob Taylor, painter and decorator, is one of the assisted decoration team. More than 500 households have benefited from Raven’s assisted decorating programme in the last 10 years.

•VectorimagesLocal residents join the mayor to plan a new wildlife garden as part of a community investment project at the Cedars in Woodmansterne.

Raven at ten 2011

“They’ve always been very good to me. They’ve treated me well

and are understanding.”

Yousaid:

• Toensurewe focussed on the areas you wanted us to,weranasecondannualbudgetsurveywhichaskedyouwhereweshouldspendmoney.

Value for money

“Send us the minutes from resident meetings sooner”

“We’d like you to tell us how you’ve responded

to our requests and complaints in

Raven Times and on the website”

12 Raven Housing Trust - Annual Report 2011/12 13 Rents and new tenants

In 2011-2012 we:• Helped93peoplewhowereatrisk

oflosingtheirhomethroughParashoot,ournewsupportserviceruninpartnershipwithProspectHousingandSupport

• Somethingaboutoutcomes–Parashoot• Reducedillegalsub-lettingandfraudthrough

identitychecksoftenants• Changedourprocedurestomakeiteasierforpeople

tomutuallyexchange

Now and next year we will:• Support106peoplethroughParashoot• Employarentsupportofficertohelppeopletacklerent

arrears

More than 20,000 people are registered on housing waiting lists in the areas where Raven works, looking for a home to rent. A further 4,700 people are seeking assisted home ownership. Raven is committed to providing new and affordable homes to people who need it.

This section looks at:• Your tenancy• Letting homes• Rents and who

we house

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Your home

Rents and

tenants

Investing in

communities

A place

of our own

Striving to

offer value

for money

Summary

accounts

home

Your

Listening

to you

new Renting

affordable

homes

Your tenancy

Yousaid:

Raven at ten 2011

Raven launched Parashoot with Prospect Housing Association in 2011 providing a support service to people in east Surrey at risk of homelessness.

Rent arrears Actual Target

Benchmark, national average

% Rent arrears for tenants year ending March 2012. This is the amount of money which is in arrears as a percentage of all the rent money due to Raven

1.78% 2.2%

xxxxxxxxxxxxxxx

Raven at ten 2011• Ravenisoneofthebest performing housing providers

inthecountryforrentarrears.Ourrentalincomepaysforservicestoresidentssothebetterwemanageourincome,thebettertheservicesweprovidetopeopleandthemorewe can invest inthecommunitieswherewework.

Value for money

“More advice for

people who want to move

to a new home”

14 Raven Housing Trust - Annual Report 2011/12 15

“Rent statements are confusing”Yousaid:

Rents and new tenants

Yousaid:

In 2011-2012 we:• Offeredourincentivetodownsizescheme• Reviewedourallocationspolicyandprocedures• Let709emptyhomes,includingmutualexchanges,

successionsandsharedownershiphomes• WorkedwiththeResidents’Federationontheirscrutiny

reviewintotheexperienceofnewtenants.

Now and next year we will:• Advisepeoplewithoneormoreextrabedroomswho

maybeaffectedbychangestohousingbenefitofoptions• Expandoursatisfactionsurveystoresidentsmovinginto

newhomestoincludethosewhohavemutuallyexchanged• Makethechangesfornewtenantsrecommendedbythe

residentsscrutinyreview• Monitorrepairsreportsafterahomeisre-lettoensureour

standardsarebeingmet• Reviewoursignuppacksfornewtenants• Asknewtenantsforpassportphotosatsignup

Value for money• Bringingthecleaningofemptyhomesin-house,ratherthan

usingacontractor,saved£52,000peryear.

In 2011-2012 we:• Introducednew“affordable”rents(80%ofmarketrent)as

partoftheGovernment’snewfundingregimetohelppayforbuildingnewhomes

Now and next year we will:• makechangestoourrentstatements

Theseaveragerentsarebasedonour“social65”rents.Thevastmajorityofourrents

are65%orlessthantheaveragemarketrentforthattypeofhome.

Letting homes Rents and who we house

“We want a better understanding of how

satisfied new tenants are with the condition of their

home and how helpful Raven is when they move”

“We want to review the experiences of new tenants when

they first join Raven”

Relet times: Source : KPI report for 2011-12 Actual Target

Average relet times (days) for social rents 16 days 21 days

Reducing turnaround times of empty homes to 16 days has saved £60,000

Who we let our homes to Percentage of homes let to people with disabilities8% Long term illness8% Mobility impairment3% Mental health issues3% Hearing impairment2% Visual impairment1.7% Wheelchair users1% Learning impairmentTotal 26.7%

Homes owned or managed by Raven

Property type

Freehold owned stock

Managed by Raven but not owned Total

General Needs 4687 0 4687

Temporary 116 6 122Sheltered 340 0 340Staff 5 0 5Keyworker 149 0 149Shared Ownership 115 0 115

DIY Homebuy 8 0 8

Managed by others 54 0 54

Total 5480

What’s the average rent?

Property type and average rent (general needs only) No. of homes

Average rents

Bedsit 69 £77.091 Bed 1068 £84.422 Bed 1794 £94.523 Bed 1657 £110.924 Bed 90 £116.315 Bed 9 £132.086 Bed 2 £152.16Total 4687 £98.26

Paul Guerrard is one of our team of professional tradesmen working to make empty homes ready for new residents to move in.

Raven at ten 2012

• 84.73% ofresidentssaidtheythoughttheirrentwasvalue for money.**Explaincustomerresearch,Sept2011–March2012

Value for money

16 1717Raven Housing Trust - Annual Report 2010/11 Investing in communities

Wherever it will improve our homes and neighbourhoods, Raven will support customers in your efforts to live in ways that save money and are better for communities and the environment.

This section looks at:• Anti-social behaviour and keeping

estates clean and tidy• Investing in local communities• Making the most of green space

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CMYK colours

Your home

Rents and

tenants

Investing in

communities

A place

of our own

Striving to

offer value

for money

Summary

accounts

home

Your

Listening

to you

new Renting

affordable

homes

Anti-social behaviour and keeping estates clean and tidy

Yousaid:

“We’d like you to keep in touch more when

we make a complaint about ASB”

In 2011-2012 we:• Startedphoning or visiting customerswhocomplain

aboutanti-socialbehaviour,andagainevery14daysinsteadofwritingletters

• Publishedaleafletexplainingournewpetspolicy• Putuppostersaimedattacklingdogfouling• EmployedanewcaretakerinRedhill,resultinginless

graffitiandcriminaldamage,andfewercomplaintsofASB

• Offeredafreeone-offgardenclearuptoolderanddisabledpeople

• Opened Redhill Youth ClubwithRedhillYouthConsortiumandtrainedover20volunteerstoworkinit

• Ranasummer activities programmeforyoungpeople• GainedAQAaccreditationforouryouthactivities

Junior wardens from the Rivers estate in Redhill campaigned to reduce littering in their neighbourhood

Raven at ten 2011

reported ASB cases between 1 April 2011 and 31 March 2012of complainants were satisfied with the outcome of their ASB complaintof complainants were satisfied with the handling of their ASB complaint

The numbers

37882%84%

Now and next year we will:• Considerincludinggardennuisance(eg:deliberatelyleaving

rubbish)aspartofourASBcaseload• Reviewandimproveourgroundsmaintenanceservice• Runactivitiesforyoungpeopletopreventanti-social

behaviour• Tenderourgroundsmaintenancecontractfollowing

residentsconsultation,andensuringthenewcontractmeetsresidents’expectationsandisgoodvalueformoney

• Manage four youth centres and one satellite youth centreinReigateandBansteadboroughtoprovideactivities and opportunitiesforyoungpeopleintheareaswherewework

“Young people need more to do”

“They’re always polite.”

18 Raven Housing Trust - Annual Report 2011/12 19

Preston residents uncovered their local history thanks to a grant from the Heritage Lottery Fund, supported by Raven and the Preston Community Archaeology Project.

Raven at ten 2011

“Could you try matching gardeners with under-used gardens?”

Investing in communities

In 2011-2012 we:• ImprovedgreenspaceinCourtLodge,Horleybyweeding,planting

nativeandclimbingplants,andbuildingthreenaturalwoodseatsandraisedbeds

• PutinraisedbedsforfoodandflowersinWoodhatch,alongwithacomposterandwaterbutt,workingwithSurreyWildlifeTrust

• TransformedagreenareaontheRiversestate,Redhillwithflowersbeds,fruittrees,climbingplantsandacolourfulplayarea,plusacarvedwoodenbenchdesignedbyresidents

• TrialledagardenshareschemeinRedhill,Merstham,HorleyandPreston

• RanspringcleanprojectsinEarlswoodandRedhill

Now and next year we will:• Investigatewhetherwecouldhavegardening

toolsavailableforpeopletouseonloan• PlantsomejubileeoakstomarktheQueen’sJubilee• WorkwithyoungpeopleandcharityGroundwork

tomapourgreenspacestohelpuscontinuetoimprovegreenspaces,supportwildlifeandhelpresidentsleadsustainablelifestyles

Investing in local communities Making the most of green spaces

Yousaid:Yousaid:

We’re worried about benefit reforms

Can you provide more work experience opportunities?”

We want more advice about managing debt

Raven at ten 2009 and 2012

Raven planted an award-winning community orchard in Merstham in December 2009 with the local community. This year, we helped clear an existing orchard in Horley, with local residents like Carleigh Whyton enjoying the fruits of the their labours at the end of the day.

“I think they’re the best housing association

that I’ve heard of”

“I get a personal level of service

and they’re always sympathetic”

In 2011-2012 we:• Trained 16 young adults tobecomeenergysurveyors• SetupanapprenticeshipforaresidentwithBurleys,our

groundsmaintenancecontractor• Fundedanadditional Citizens Advice Bureau debt advisor• Increasedthehoursourwelfare benefits advisor

isavailable• Sourcedanadditional £42,000 in benefits forresidents• Won £28,400fromtheHeritageLotteryFundwith

PrestonCommunityArchaeologyProject,whichpaidforacommunity archaeological digonthePrestonestate

Now and next year we will:• Developmore support for residentstomanagethe

proposedwelfarereforms

• Researchshowsthatforevery£100sociallandlordslikeRaveninvestindebtadvice, £122 is gained throughreducedrentarrearsandassociatedcosts*

*NationalHousingFederationreport“Doesdebtadvicepay?”–November2011

Value for money

20 Raven Housing Trust - Annual Report 2011/12 21 Striving to offer value for money

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Your home

Rents and

tenants

Investing in

communities

A place

of our own

Striving to

offer value

for money

Summary

accounts

home

Your

Listening

to you

new Renting

affordable

homes

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CMYK colours

Your home

Rents and

tenants

Investing in

communities

A place

of our own

Striving to

offer value

for money

Summary

accounts

home

Your

Listening

to you

new Renting

affordable

homes

Yousaid:“We need more information about what work Raven in planning and when you’re planning it, so that we have more time to save and prepare, instead of being hit with a big bill.”

“I’m at work during the day – can you

hold estate inspections in the evening instead?”

“Could you email instead

of writing letters?”

“We want to set the agenda at the Homeownership Forum”

Craig Prentice and Jemima Rashbrooke clebrated moving into their newbuild HomeBuy house in Willow Road, Reigate in 2007. Today, we have more than 900 homeowners, including XX shared owners.

Raven at ten 2007

Thefinancialresultsshowasurplusfortheyearofjustover£8m.In2011,Raven’ssurpluswas£5.9m.AfteraccountingfortheactuariallossonRaven’spartoftheSurreyCountyCouncilPensionScheme(£0.9min2012)thesurplusis£7.2m.

Ravenaimstobefinancially strongandtocontinuetobuild and buy more homes tomeethousingneed.Thisyearsawanincreaseinthenumberofshared ownership homeswemadeavailabletolocalpeople,anareawherethereisstrongdemand.Wealsobuilt113 new homes,withafurther 53 homes under constructionby1April2012.Wesold some homesthatwerehardtoletandinpoorcondition.

RavenispartoftheWayfarerDevelopmentConsortiumandwon some granttobuild114 new homesfromtheHomesandCommunitiesAgency.Thegrantincludedpermissiontochargeahigherlevelofrent–at65%ofmarketrent–on366homestohelp fund the building programme.

Lookingahead,theWelfareReformActwasintroducedinMarch2012,andposesasignificantrisktoRavenanditsresidents.

Threeareasthatmayaffectresidentsare:

• the“bedroomtax”,whichwillseetenantswhohavesparebedroomsseeingapotentialhousingbenefitcut

• the£500caponweeklybenefitswillaffectsomeresidentswhoagainmayseeacutintheirbenefits,and

• theintroductionofuniversalcredit,whichwillseetheendofmostdirectpaymentofhousingbenefittolandlords.

Ravenhastaken steps to support customersthroughthesechangesandisworkingtominimise the effectsofanypotentialincreaseinarrearsbyprovidingforadditionalbaddebtsinthelongtermfinancialbusinessplan.

Mark Thrasher Interim Director of Finance

Now and next year we will:• StarttosurveyhomeownersusingExplain,ourtelephone

researchcompany,tofindoutwhereweneedtoimprove• Introduceanewlower-costschemeforbulkrubbish

removal• Continuetoaskhomeownersfortheirinputthroughthe

HomeownershipForumandreadinggroup• Writetohomeownerstwiceayearwithourplansfor

improvementworkstohomes,andanestimatedcost• Useemailmoretocontactyou• Collectmoreemailaddressesandusemoreelectronic

contact• ContinuetoinvolvehomeownersthroughtheHomeowners

Forumandreadinggroup• Improvehowpaymentsaremadethroughourwebsite• Introduceproportionatechargesforapprovalofhome

improvementworkinsteadofchargingaone-offstandardfee

In 2011-2012 we:• Trialledeveningestateinspections• Allowedhomeownerstomakeone

singlepaymenttocoverdifferentcharges

• Startedtocollectemailaddressesandtelephonenumbers

• ElectedthefirsthomeownerchairoftheHomeownershipForum

Leasehold and shared ownership homesLeasehold 716

Shared ownership 123

Leasehold schemes for older people 71

Total 910

A place of my own: homeowners report

Income 31 March 2012

£’000Rents and service charges 28,746Support services (eg: Parashoot) 257Other activities 516Shared ownership sales 3,298Commercial (garage rentals) 1,207Leasehold 695Sale of properties 439Total 35,158

Expenditure 31 March 2012

£’000Staff costs (171 staff) 6,397Routine and planned maintenance 5,508Major repairs 2,374Depreciation of homes 3,663Depreciation of other fixed assets 408Other 4,153Interest payable 4,623Total 8,032

“Raven do what they say they are going to do.”

Mark Thrasher

pic ??

22 Raven Housing Trust - Annual Report 2011/12 23

Making sure we get value for money for our purchases makes sense as a not-for-profit business. In our daily lives we are always looking for the best deals or investments that will make the most of our hard-earned wages.

Sheltered housing officer Irene Harris sits with two residents outside one of the housing schemes to benefit from our solar PV project.

Raven at ten 2012

Summary accounts

AtRaven,westrivetomakesurethatvalueformoney–cost, effectiveness and efficiency–isattheheartofeverythingthatwedowhilelookingforthebest financial, social and environmental outcomes.Thismeansthatwearenotonlylookingforthebest price,butalsoqualitythatwilldeliveragood serviceandiswhat our customers want.

Costsavingsfor2011-2012werearound£1.17m.Someexamplesofwheresavingsweremadeinclude:• Changingdoorsupplier,saving£192,000on329doors,with

theresultthatweusedbetter quality doors at a lower price

• Bringingthecleaningofemptyhomesin-house.Theaveragecostofacleanbyourin-houseteamis£78comparedto£218byanexternalcontractor.Thishasresultedinabetter quality serviceandsaved £52,000peryear.

• Theimprovedemptyhomecleantimehasledtoquickerre-lettimesandincreasedsatisfaction.Thereducedturnaroundtimefrom21daysto16dayshassaved £60,000.

• YoucanfindmoreexamplesofsavingsmadeandwhereRavenhasprovidedvalueformoneythroughoutthisreport.

Wesaved £3.1monourprogrammetobuild new homesthroughcompetitiveprocurement,nocostfeasibilitystudies,plusbroughtinadditional incomefromthesaleofsharedownershiphomesandGovernmentgrant.

Inaddition,we:• Broughtinanextra £23,500foraBritishGasgrant,which

wenttowardsourloft and cavity insulation programme• Deliveredoursolar PV project –fitting33homeswithsolar

PVpanels–thankstotheGovernment’sfeed-intariff,whichwillbringinupto£40,000peryearinincomeforthenext25years.

• Thesegrantsdeliveredenvironmentallysustainableprojectstocustomers,whichwillhelpthemandfuturegenerationstacklefuelpoverty,withaminimalcosttoRaven.

Thecomingyearwillseeusconcentratingonimprovinghowwebuy products and servicesandhowwemanage our contracts.Wewillalsocontinuetopromotevalueformoneywithourstafftoensurethattheyarecontinuallylookingforwaystoimprovethequalityofservicesweofferourresidents.

Irene Harris, Raven’s sheltered housing officer:

“Residents have really taken to the new technology and with the

small meters which tell them when free electricity is available.

They know when to put their washing on for example so it

doesn’t cost them.”

“I would recommend Raven; I’ve been with them for a long time,

since they took over from the Council.”

Striving to offer value for money

24 Raven Housing Trust - Annual Report 2011/12 25 Well run and respected: – governance and scrutiny

Ravenisregulatedbyagovernment-appointedbody,theHomes&CommunitiesAgency(HCA).TheHCAsetsstandardsthatallregisteredsociallandlordsmustmeet.Bymeetingthestandards,weshowweareperformingefficientlyandeffectively.TheHCAlendssomeofits

regulatoryresponsibilitytoRaven,ourresidentsandourBoard.Workingtogetherinpartnership,theyensurewemeetHCAstandards.However,theHCAcanstillinterveneifthereisariskofseriousharmtoourresidents’interests.Attheheartofthepartnershipareeffectiveinvolvementby

residents,effectivescrutinybyresidents,andeffectiveinspectionbyresidents.Wealsocollectsatisfactiondatafromresidents.TheResidentFederationroletakesontheroleofascrutinypanel.Itcarriesouttworeviewsofourservicesperyear,andhasstartedby

focussingonRaven’sfrontlineservices.MembersoftheFederationhavebeentrainedandsubmittedtheirfirstreviewinXX.Theirreportincludedevidence,strengths,weaknessesandrecommendationsforimprovement.

TodriveimprovementsandincreasingtheBoard’scontactwithandexposuretoresidents’needs,BoardmembershavetheirownActionPlanwhichsetsoutaseriesofobjectiveswhichmembersmustachieve.Boardmembersarealsoannuallyappraised,haveroledescriptionsandpersonspecifications.

Our boardJohn Butler Chair–independentboardmember(fromJune2011)

Mark BennettChair–independentboardmember(resignedOctober2011)

Jill Bray Councilboardmember(resignedJune2011)

Graeme CromeCouncilboardmember(fromJune2011)

Peter GomberaIndependentBoardMember

David HartResidentboardmember

Ashley Horsey Independentboardmember(fromJune2011)

Elizabeth Jenkins Independentboardmember

Ali KhanIndependentboardmember(resignedSeptember2011)

Alex Lang Residentboardmember

Ros Mill Councilboardmember

Arthur Merchant Independentboardmember(fromJanuary2012)

Carol Poulter Councilboardmember

Garry Tinsley Residentboardmember

Tony Underwood Independentboardmember

Michael Woodall Independentboardmember(diedOctober2011)

Executive officers Jonathan HiggsChiefExecutiveandSecretary

Nigel NewmanDirectorofOperations

Charles ThorneDirectorofFinancetoApril2012,SecretarytoMarch2012

Mark ThrasherInterimDirectorofFinanceMarch2012

The Residents’ Federation The Board

Registered office Raven House 29LinkfieldLaneRedhillSurreyRH11SS

BankersBarclays Bank PLC SocialHousingTeamBarclaysCommercialBankLevel281ChurchillPlaceLondonE145HP

Principal solicitors Trowers & Hamlin SceptreCourt40TowerHillLondonEC3N3BN

FundersBarclays Bank plc Level291ChurchillPlaceLondonE145HP

Lloyds TSB Bank plc 25GreshamStreetLondonEC2V7HN

AuditorsNexia Smith & Williamson 25MoorgateLondonEC2R6AY

Property valuers King Sturge LLP 30WarwickStreetLondonW1B5NH

RavenisregisteredundertheIndustrialandProvidentSocietiesAct1965No.30070R

% with a disability. . . 8.5% % ethnic groupsAsian. . . . . . . . . . . . . . . . .1.6%Black. . . . . . . . . . . . . . . . . .3.1%Mixed. . . . . . . . . . . . . . . . . . 1%White. . . . . . . . . . . . . . . 90.2%Refused. . . . . . . . . . . . . . .4.1%

% genderMale. . . . . . . . . . . . . . . . 48.2%Female. . . . . . . . . . . . . . 51.8%

% age groups16-29. . . . . . . . . . . . . . . .11.9%30-49. . . . . . . . . . . . . . . 46.1%50+. . . . . . . . . . . . . . . . . . . 42%

Staff stats

“Raven are efficient and friendly.”

RavenHousingTrustisacharitableIndustrialandProvidentSociety,registrationno.30070RandisregisteredasasociallandlordwiththeHomesandCommunitiesAgency,registrationnumberL4334.

SUSTAINABLEPRINTINGINFO?

WrittenbyRaven’scommunicationteam.DesignedbyAlivewww.alivewithideas.com

Cert no. SGS-COC-0620

Ravenisasocialbusiness,investinginhomesandneighbourhoodstodeveloplocalcommunitieswherepeoplewanttolive.

Wesupportcustomersandcommunitiesthroughtailoredservicesandinvestment,byputtingcustomersatthecentreofallthatwedo.Oursuccessdependsonourdetailedlocalknowledgeandlisteningtoresidents,takingaccountoftheirpriorities.

Raven Housing Trust Limited, RavenHouse,29LinkfieldLane,Redhill,Surrey,RH11SS

Tel:01737272400Email:raven@ravenht.org.ukwww.ravenht.org.uk

AccountabilityKeepingourpromisesandconsistentlydeliveringtoplevelperformance

Sustainability (financial, social and environmental) Takingthelongtermview,avoidingwasteandreducingenvironmentalimpact

RespectDemonstratingempathy,fairnessandvaluingdiversity

“Raven are quick and thorough.”

Our values