0800 121 60 60* or 01795 434 606**
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Welcome to your annual review
Note from the Residents’ Council
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How are we doing?
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Welfare Reform
05
Resident involvement and empowerment
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Lettings and rents
08
Repairs - day-to-day
10
Planned repairs
12
Neighbourhoods 14 Community development
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Avenue 18 Casa 19 Home ownership
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Development 21 Energy efficiency and sustainability 22 Corporate Social Responsibility
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Accounts 24
Paul Hackett, Chief Executive Welcome... You may have noticed we have a 60s retro feel to our Annual Review this year. That’s because we’re celebrating a very special birthday. 2014 marks the 50th anniversary of the founding of Family Housing Association (Croydon) Limited in 1964 - the forerunner to AmicusHorizon. We’ve come a long way since 1964 and the expectations placed on housing associations have changed a lot. We do far more now than just provide housing (as important as that still is). A perfect example is our community development work. This year over 4,400 residents took part in programmes designed to build their skills, strengthen their communities and provide help into work. Projects like Motiv8, Doorstep Learning and Get On Plus have helped 523 people into further learning and jobs. We’ve also made huge strides since the 1960s ensuring residents have a big say in how we run the business. Residents are now involved in everything we do from influencing strategy to scrutinising our performance. Our high level of resident involvement was recognised with two awards at this year’s Tenant Participation Advisory Service Awards – and I’d like to give my personal congratulations to our residents:
Value for money
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VV Monica Barnes – TPAS Tenant of the Year 2014, and
Who’s who
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VV Abba Ashmeade, TPAS Young Tenant of the Year 2014.
And there’s more… Check out our residents’ memories and photos from the last 50 years, plus a short film of our history at: www.amicushorizon.org.uk/fiftyyears
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I’m delighted so many residents have helped produce this Annual Review – it helps ensure we answer the questions that really matter. I hope you enjoy reading it.
www.amicushorizon.org.uk
Note from the Residents’ Council The Residents’ Council is made up of 16 elected representatives from eight Area Panels. We work in partnership with the Board and staff on behalf of residents to challenge, scrutinise and shape our services. It’s been a great year. We’ve:
Lord Charles Falconer, Chair of Strategic Board As we reach our half century I’m proud to Chair an organisation which from day one has been ‘making homes and helping people’. The needs of society may well have changed since the 1960s. And our name has evolved several times along the way. But throughout our journey, we’ve never forgotten our core values.
VV Overseen ten task groups who make sure we meet our regulatory requirements VV Given feedback and endorsed new policies and strategies VV Led the way in performance through resident involvement VV Delivered a scrutiny project of the Local Improvement Fund. Our big challenges this year are to:
50 years is a long time, but it doesn’t stop here. There’s still a lot of work to be done and there will be many challenges ahead.
VV Involve more residents in shaping services, in a way that suits them VV Deliver the Governance Review 2015
And that’s why I’m delighted with the results we achieved in 2013/14. We’ve smashed our targets for all five of our key performance indicators and are well on our way to reaching our target of being Number 1 large landlord in the UK by 2016. These are the areas which really matter to our residents, and include satisfaction with repairs, handling anti social behaviour and dealing with complaints. We achieved a brilliant 96.9% for overall resident satisfaction for the year.
VV Build our reputation as sector leading co regulatory champions and ensure our scrutiny programme reflects residents’ concerns VV Achieve TPAS Scrutiny Accreditation.
We want to continue making a difference to people’s lives and providing homes where need is most. Our financial results provide a strong base for future growth and we’re committed to building a further 1,200 new homes by 2018. Here’s to the next 50 years!
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How are we doing? Our Performance 2013-14 How we compare to other organisations*
Our performance AmicusHorizon
% of residents satisfied with services % of residents satisfied with complaints handling % of residents satisfied with repairs Average time taken to re-let homes % of residents satisfied with our handling of antisocial behaviour
Target 2013-14
Performance 2013-14
2nd best performer
Worst performer
95.20%
96.90%
81.00%
71.20%
93.00%
94.29%
75.30%
24.60%
No.1
98.00%
98.05%**
96.00%
62.50%
No.1
13.40 days
11.39 days
20.08 days
72.37 days
No.1
93.00%
94.90%
76.00%
41.30%
No.1
No.1
*Note: We’ve compared AmicusHorizon’s performance against the g15 group of London housing associations. Comparison based on 2012-13 Housemark statistics. ** Repairs statistics based on AmicusHorizon survey of approximately 3,700 residents.
Our homes 2013-14
4
Kent
London and Surrey
Sussex
Total
Number of supported homes we manage
221
398
6
625
Number of homeowners
430
3,028
563
4,021
Number of homes we built this year
38
71
133
242
Number of homes we manage
7,942
11,488
8,206
27,636
www.amicushorizon.org.uk
Welfare Reform Welfare Reform has presented massive challenges for many of our residents. We’re committed to helping people through the changes so they can budget effectively and keep their homes. We’ve a specialist Financial Inclusion team providing tailored money management advice to residents. This year they’ve: VV Organised 100+ resident events, offering advice and support VV Secured an additional £1.7million in annual income for all residents VV Helped residents apply for and receive £450k in one off payments VV Dealt with 1,635 individual cases, of which 480 led to an increase in household income for residents VV Launched a financial inclusion app for staff to ensure we get things right first time and improve our consistency.
Our success was recognised by Housing Quality Network who awarded us an Income Management Accreditation.
accredit:income management
Our priorities for the next 12 months We want to further help residents reduce arrears and maximise their income. We’ll: VV Provide more help with budgeting and money management VV Work with the Government’s Illegal Money Lending Team to campaign against loan sharks VV Develop relationships with third party agencies such as Citizens Advice Bureau and StepChange to support residents in debt VV Pilot how we’ll deal with Universal Credit/Direct payment.
Helping reduce rent arrears Despite the challenges of Welfare Reform we managed to reduce our rent arrears: VV Percentage of annual rent arrears fell from 3.74% to 3.39% VV Cash collection rose by £1.2 million compared to the previous year VV We achieved the lowest ever arrears in our Kent and Sussex regions.
Loan shark advice mascot
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Resident involvement and empowerment How you can get involved We’ve found the best way to improve our services is to listen to residents. We have residents involved at every level, from neighbourhood projects to Strategic Board. They’re: VV Leading the organisation as resident members of the Strategic Board VV Shaping services through the Residents’ Council VV Monitoring services and deciding on Local Improvement Fund projects as members of Area Panels and Repairs and Maintenance Panels
How we ensure our residents’ voices are heard…and acted upon VV We’ve involved 2,629 individual residents in 2013-14. We met residents through consultations, events, forums, residents’ associations, training and resident assemblies. In total we involved residents 4,169 times over the year. This year’s resident assemblies were the best attended ever. 1,262 people took part, and we consulted: VV 694 on the Communications Strategy
VV Improving estates through local residents’ associations VV Mystery shopping to check staff are delivering high quality services
VV 929 on the Community Development Strategy, and VV 1,359 on the Asset Management Strategy.
VV Editing our residents’ newsletter through our communications editorial panel.
In total we involved residents 4,169 times over the year
lved nvo tenant i n a ame I was a micus. c e tb /A en I firs ent wh ousing rk that o H d resi Swale good w e Kent t h n t with all the ne in side e R o w I sa being d ods by ple o o was bourh and Pe to get h t neig vemen wanted uence fl l Invo ction. I help in prove im d A for ved an ing to k l invo ion ma ’ is ents dec ces. d i s i Re serv ed, , Kent e r C r rew mbe And cil me n Cou 6
www.amicushorizon.org.uk
Our highlights this year VV We’ve set up training hubs with other landlords. This means we can offer more resident training at a lower cost VV We’ve introduced ‘Single Action Groups’ to help residents deal with specific issues. We can work with the residents, key members of staff or contractors to resolve a particular issue. So far we’ve managed to get a new bus shelter installed, and we’ve improved local grounds maintenance arrangements.
Our complaints handling Between 1 April 2013 and 31 March 2014, we received 215 formal complaints:
How we’re using complaints to improve our services Last year our contact centre, Response, received 283,705 phone calls, 215 formal complaints and 1,614 informal complaints. Here are some of the work areas where we’ve made improvements as a direct result of complaints received: VV Brought in a new lift contractor in Kent – Wessex Lifts VV Reviewed our mutual exchange procedure to make it smoother VV Appointed a new gas contractor in the London region – BSW Heating VV Started to design a new customer ‘portal’ to improve our online offer.
Service Area
Number of formal complaints received
Repairs and Maintenance
134
We don’t just listen – we do something about it!
Housing Management
46
Home Ownership
24
Avenue
7
Priorities for the next 12 months
Support Services
4
Total
We’re reviewing our Governance arrangements, using feedback from residents to make sure we have the best governance in the UK.
215
62% 21% 11%
Residents’ Council has set up a resident led scrutiny project on complaints. This is due to complete at the end of 2014. We’re looking forward to hearing what improvements are proposed by the residents in that project. Watch this space!
3% 2%
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Lettings and rents Offering people more choice on where to live Most of our homes are allocated through Choice Based Letting schemes (CBL). These give residents more choice about where they want to live. Applicants can bid for a property within the area they’re registered.
Helping residents move home Many residents arrange to move home themselves through a mutual exchange. We’re registered as partners with: VV HomeSwapper: www.homeswapper.co.uk VV House Exchange: www.houseexchange.org.uk
We’ve improved our offer to residents in our older person schemes by allowing them to move internally when a vacancy comes up.
They help residents swap by searching for potential matches with other tenants from all over the country. Our tenants can register for free by simply going to the links above and entering their details.
We offer advice and support to anyone wishing to move, including bidding for properties on their behalf.
Exchanges must be completed within three months to ensure a speedy process.
Where there isn’t a CBL scheme running, the Local Authority has to nominate an applicant to us from the waiting list. We’re also part of the London based www.housingmoves.org which aims to improve movement across London. Anyone wishing to move must register with the Local Authority to join the waiting list.
General Needs
Lettings by region
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VV Exchange Locata: www.exchangelocata.org.uk
We work with local authorities to ensure homes are let fairly to those with the highest need
Housing for Older Persons
Temporary Housing
Supported Housing
Total
Kent
435
42
124
253
854
London
254
29
77
84
444
Sussex
589
154
1
0
744
Total
1278
225
202
337
2042
www.amicushorizon.org.uk
Help with downsizing
Fixed term tenancies
If residents are struggling because of Welfare Reform we can provide help to move to a smaller property. To request help with downsizing residents need to visit their local office or submit a request via the form on the AmicusHorizon website: www.amicushorizon.org.uk/contactusonline
We’ll continue to offer starter tenancies to new tenants. We’ll offer five year fixed term tenancies on 50% of general needs relets. Fixed term tenants will have similar rights to assured tenants including the right to: VV Exchange
Last year 10% of all swaps were due to under occupation
VV Succession
We offer cash-incentives for residents who downsize by transferring via the waiting list to another of our properties. We also pay the removal costs* for those wishing to downsize by mutual exchange.
VV Transfer VV Take in lodgers VV Make improvements
*£800 in London and Surrey and £500 Kent and Sussex
VV Acquire (if the legal criteria are met).
Affordable rent We are committed to ensuring our homes are affordable. For new build homes, we’ll set rent at no more than 80% of the open market rate. For relets, we set a maximum of 60% of open market rent in London and 68% outside London.
Joint tenancies We only allow residents to add a joint tenant if they’re married or have lived together for at least 12 months. This includes same sex couples.
AmicusHorizon
Kent
London and Surrey
Sussex
Bedsit
£79.34
£72.11
£90.56
£71.08
1 Bed
£85.76
£80.32
£100.72
£77.41
2 Bed
£100.54
£94.05
£116.26
£87.72
3 Beds
£109.95
£104.10
£130.76
£102.90
4 Beds
£134.12
£117.03
£148.63
£115.75
5 Beds
£147.46
£123.22
£159.46
£125.32
6 or more Beds
£148.65
£131.82
£166.28
£129.42
Average
£100.69
£94.71
£117.43
£90.64
Average weekly rents, excluding service charges
Average figures quoted above include affordable rent
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Repairs – day to day Ensuring repairs are carried out effectively and on time Quality of home is our residents’ top priority. In 2013/14 we spent £14.3 million repairing our homes. How we do that is crucial. So, we make sure we’re getting things right by listening to feedback from residents: VV Last year we undertook 3,709 customer satisfaction surveys just on jobs we’ve completed VV We’ve trained another 20 Resident Monitors to assess repair work and see first hand what’s being done VV Residents attend contractor liaison meetings.
Repairs and Maintenance Panel (RAMP) Our Repairs and Maintenance Panel (RAMPs) is a forum for residents and staff to work together in partnership. RAMPs monitor the performance of our Repairs and Asset Management teams to ensure they deliver an excellent service. We engage with RAMPs in each region. Reports produced by our Resident Monitors are reviewed at
% of residents satisfied with repairs
every RAMP meeting. RAMPs report repairs and maintenance issues to your Area Panel.
How we ensure repairs service standards are maintained Last year we reviewed our Supplier Code of Conduct. Our contractors rolled out the new code to all operatives working in our homes. Our Resident Monitors visited 587 homes during 2013/14 and directly asked residents who’d had repairs if we consistently met our service standards.
Target 2013-14
What we achieved
Next year’s target
98%
98.05%
98%
Key Fact: We’ve introduced a new performance monitoring system called “End to End times”. This reveals exactly how long a complete job takes, even where multiple trades are involved
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How we help vulnerable tenants maintain their homes
Our priorities over the next 12 months
The Added Value Scheme is a subsidised scheme for gardening, decorating and for handyman services.
We’re aiming to have the best repairs service of any large UK housing association by March 2016.
This service is for people who are: VV Aged 65 and over, or VV In receipt of Disability Living Allowance or Personal Independence Payment, or VV Receive significant care or are moving on from supported housing VV And living alone or with someone else who qualifies. For further information visit: www.amicushorizon.org.uk/addedvalue
Adaptations VV Adaptations help residents with disability or mobility problems to live more comfortably in their homes. Last year we carried out 1,612 adaptations.
We’ll be launching our new Asset Management Strategy later in the year. This focuses our activity around: VV Continuing to roll out mobile working to the team. This will enable staff to access real time data on repairs when visiting residents. And also to add repair details directly on to our database without having to wait until they return to the office. This will speed up repair times and ensure jobs are done right, first time VV Improving access to online reporting and tracking of repairs VV Reviewing our repairs contracts across the three regions and moving towards greater consistency VV Reviewing our service offer with residents VV Improving communications in the delivery of our services.
Safety checks VV Our priority is to make sure residents’ homes are safe. Gas and fire safety are our top priorities. By the end of last year, 99.97% of our homes had a Landlord’s Gas Safety Record and all fire risk assessments were completed.
www.amicushorizon.org.uk
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Planned repairs Home improvements We’ll never stop improving our homes. Each year we carry out planned repairs to ensure all our properties conform to the highest standards. Last year we spent £36.7 million improving homes and: VV Installed 947 kitchens
Offering a choice through our Quality Standard! VV On bathroom and kitchen design we meet with all our residents to talk through the options available and decide the best layout for their needs VV We offer lots of choices of colour for floor covering, wall tiles and kitchen work surfaces.
VV Installed 740 bathrooms VV Replaced 2,197 boilers VV Tested and upgraded the electrics in 4,013 homes VV Fitted new windows to 384 homes VV Fitted new doors to 779 homes.
100% of our homes met the government’s decent homes standard
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Home improvements
2,197
384
740
4,013
947
779
www.amicushorizon.org.uk
Our priorities for the year ahead kes Close I’ve lived in Dra d I’m one of for 64 years an ’s longest AmicusHorizon were Airey tenancies. They s) when my houses (prefab first moved in in husband and I later moved to 1950. We were t We didn’t wan a brick house. but we were to move at first ly s – they’re love glad afterward d an d y husban houses now. M gardening and I always loved mpetition won a garden co three times. inson, Kent Mrs Audrey Rob
Our new Asset Management Strategy will focus our activity around: VV Continuing to invest in the interior and exterior of our homes VV Maintaining our high standards of estate services VV Constantly updating our stock data VV Selling homes that are unviable in the long-term and using the proceeds to build efficient new homes VV Working differently with smaller contractors to increase the value for money of our contracts
Ensuring our neighbourhoods are clean, safe areas to live Our Estate Service Standards set out standards of maintenance for open spaces and buildings.
VV Bulk purchasing the materials we need VV Creating traineeship and apprenticeship opportunities for our residents when we retender our contracts.
This includes standards for: VV Grass cutting VV Maintaining shrub beds VV Window cleaning. Every month staff and Resident Monitors inspect our neighbourhoods against these standards to ensure contractors are delivering agreed levels of service. We then feedback their findings to the contractors and monitor any improvements required. We also carry out quarterly inspections with residents, key partners and contractors. These cover wider neighbourhood issues like signage and lighting.
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Neighbourhoods Improving local neighbourhoods We work closely with Area Panel members to improve communities and neighbourhoods. Each Area Panel has access to a Local Improvement Fund – money put aside for them to spend on things in their communities. For more information on how this fund has been spent in your area, please look at your local Area Review 2013-14: www.amicushorizon.org.uk/annualreview
Tackling antisocial behaviour (ASB) We’ve a specialist team in each region that deals with ASB. Each team works closely with housing officers, the police, councils, youth service and the probation service.
Customer satisfaction with how we handle ASB is 95%
This year we’ve: VV Reduced the number of outstanding ASB cases (in the 90 days or more category) from 125 at the start of the year to 27 VV Published our revised ASB Statement on the website. This shows our commitment to working in partnership with the police, local councils and other agencies in tackling ASB www.amicushorizon.org.uk/AntiSocialBehaviour VV Changed the frequency we contact residents with regards to ASB complaints from every three weeks to every two.
Making best use of our homes We want to ensure our homes are occupied by people and families with genuine housing need. In 2013/14 some of our residents told us about homes in their neighbourhoods which they thought were being unlawfully sublet. Working with different agencies, the local authorities and supported by our residents we took back ten homes. We hope with the continued support of residents we’ll be able to take back double the number in 2014/15.
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www.amicushorizon.org.uk
Looking after older residents Did you know that nearly half our residents are over-50? That one in four are over-60? Or that over60’s make up a third of our ‘involved residents’? In 2013 we launched our ‘Older Peoples’ Service Offer’. Over the past year we’ve:
Our Older People’s Task Group is made up of residents and staff. They oversee everything we do for older residents – watch this space for more in the future!
Our garages
VV Completed 547 minor adaptations to help people stay in their homes
In 2013 we carried out a full review of rental charges on our garages to make them more consistent. We reduced the number of different rents from over 40 to nine - three in each region.
VV Helped many older residents with advice about benefits and energy-saving
Priorities for the next 12 months
VV Supported 34 older residents who wanted to ‘downsize’
We’ve invested in ‘mobile working’ and we’re currently working on an app for our ASB team. Over the next year our Housing Officers will have all the information they need at their finger tips when they’re out and about.
VV Helped 350 older residents with small jobs around the house, gardening or decorating (see page 11 for more information) VV Supported 1,300 residents in 42 sheltered schemes VV Got on with building two new extra care schemes (see page 21) VV Met with 350 older residents at Older Peoples’ Forums to let them know how we can help VV Launched our older peoples’ web pages which include loads of useful information: www.amicushorizon.org. uk/OlderPeople
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I’d b e priv en livin ate g in a my thre ccomm unsuita e kid ble oda wer e ti s rest damp . Our b on with ri a e slee cted I’d nd spa droom c s p in e b ee w thre t e ye he con n force as so s d a us t he o rs. Am ervator to i y ppo new cusH for r com home a tunity to orizon g n m now unity. d be p move t ave a W o rt of a ef Ami have a cusH sens eel safe a lovel y ther e of here oriz e them for us on care belong and in w d here . We’ve hen w and w g. e ne ere and bee ede n so we’r d Ms h e a s ppy o gr Lou l a i iving se W on S tefu l. ea, h i t e Sus sex , St Leo nard s
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Community development Our Community Development Strategy The first phase of our Community Development Strategy came to a successful conclusion this year. Over 4,400 participants took part in programmes in 2013-2014 and we helped 523 people into further learning and jobs. Our customer satisfaction level was 98%.
We’ve set ourselves ambitious targets for our next phase 2014-2017: VV 12,000 people on community projects VV 6,600 under 25’s on learning and development projects
Our Community Development Team run programmes that support residents and improve the local community.
VV 1,500 people progressing into jobs or training
They aim to:
VV 3,000 people on skills and learning courses
VV Support residents’ personal development and employment opportunities through skills training, one-to-one mentoring, work placements and apprenticeships
VV 450 community volunteers supporting our efforts.
VV Improve neighbourhoods by providing opportunities for communities to work together to improve quality of life and tackle causes of ASB VV Help some of the most disadvantaged and vulnerable individuals through support projects and counselling services funded by AmicusHorizon’s own charity, Fresh Visions.
Building strong communities Programmes like Doorstep Learning, Get On Plus and DIY SOS are making a valuable difference for isolated and unemployed residents. These schemes provide help into work and training in personal development and life skills.
Developing young people In challenging economic times, we’re supporting young people to fulfil their potential with schemes like Talent Match, Motiv8 and Motiv8+ providing skills, learning and employment support. Over 50% of participants on our courses are under 25 years old.
We have 211 community volunteers working on community cohesion and intergenerational activities
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www.amicushorizon.org.uk
Over the last 12 months we’ve placed 45 young unemployed people in paid trainee roles with businesses
Help into work We’re providing opportunities to help our residents into work: VV ‘Giving Something Back’ is our corporate social responsibility scheme. We work closely with our contractors and suppliers to maximise jobs and training opportunities across our supply chain VV We’re a key partner in the national ‘Give Us A Chance’ partnership VV Our social enterprise scheme ‘Jobs at Home’ has gone from strength to strength. This provides career opportunities in building trades such as painting and decorating, plumbing and carpentry for residents. We also offer full time, paid positions within our maintenance teams and apprenticeships leading to formal qualifications in selected trades.
Awards won in 2013-14
Digital Inclusion We now have 55 Digital Champions (staff and volunteers) who coach people in their communities to develop computer skills. These skills help people find work, write CVs, stay in touch with family and friends and build their confidence.
Motiv8 – London and Surrey
2014 Business in the Community Big Tick Award – Inspiring Social Action in Young People
DIY SOS project - Sussex
2014 Adult Learner’s Award - Learning in Families and Communities Project Award
Get On Plus project - Sussex
2013 Adult Learners award - Empowered to Speak Out Through Community Learning Award
Doorstep Learning - Kent
2014 Jobcentre Plus Employer Engagement Award: Skills & Training To find out more information about our projects and activities, visit: www.amicushorizon.org.uk/Community Development
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Avenue - temporary accommodation What Avenue do
Our successes in 2013-14
We lease homes from private owners to provide good quality, safe homes for temporary accommodation. We mainly house homeless families nominated by the Local Authority. We also rent homes on the open market.
Last year we managed 1,000 homes for 500 private landlords. We:
The challenges we face
VV Beat our target of resident satisfaction
Most of our Avenue residents receive welfare support. Cuts in benefits and a reduction in government subsidy continues to impact our work:
VV Launched our Bronze, Silver and Gold lettings packages, offering landlords great choice
VV Private landlords continue to withdraw from the market. This means fewer homes for homeless people
VV Won the National Landlords and Lettings Awards for Customer Service
VV Extended our core opening hours to 8am– 8pm Monday to Friday, and 9am–1pm on Saturdays.
VV Cuts to Local Authority budgets means we’re competing for less money.
Our priorities for the next 12 months
Achieving value for money
VV Grow in the private market rented field
We question everything we do to remain efficient. We’ve worked hard to ensure we can provide the same level of quality service for less. Through our efficiency drive we’ve saved £150,000.
VV Continue to review our processes to ensure efficiencies VV Look at opportunities to increase the supply of housing in the rented market. For more information and to contact us go to: www.avenuelettings.co.uk
Avenue resident satisfaction
18
Target 2013-14
What we achieved
88.8%
91.2%
www.amicushorizon.org.uk
Casa - supported housing What Casa do Casa’s our supported housing department. We provide: VV Support services to a range of people in need VV Housing management (in designated supported housing).
Who we work with In many cases we deliver the support service ourselves, funded by Local Authority partners. We also work with 20 managing agents who deliver services on our behalf. With other partners we jointly deliver the service – one organisation providing landlord services, the other providing support or care.
Our successes in 2013/14 Last year we provided services to nearly 1,200 people: VV Over 99% said they were satisfied with our support service
A change in our supported housing strategy The market for directly managed support services has become increasingly tough and available funding has reduced. In the latter part of the year we undertook a strategic review of the Casa business. Strategic Board members noted the increasing market challenges, our projected financial losses on support services and the uncertain prospects for growth. While acknowledging the high quality service Casa delivers, the Board reluctantly decided to exit from directly managed support. We’ll continue to provide supported housing but will leave support service provision to our partners.
Our focus for 2014/15 VV To manage a smooth exit from directly managed support, minimising the impact on customers. We expect to achieve a full exit by March 2015 VV For as long as we continue to deliver support ourselves, maintain a high level of service quality.
VV Almost 96% told us their lives had improved because of Casa’s service VV 94% of customers gained greater confidence and more control of their lives VV We introduced several new services: • Three women’s refuges in Croydon • Two homeless schemes in Southwark • A Troubled Families service in Kent.
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Home ownership Shared ownership Shared ownership makes home ownership more affordable. You buy a stake in the home, maybe as little as 25% - and we then charge a low rent on the remaining share. It means you don’t need such a big deposit. Monthly outgoings are also cheaper than buying outright or renting the same home privately. As your circumstances change you can buy a bigger share of the home.
Who is eligible Shared ownership is open to all first-time buyers who meet the criteria. If you’re a tenant of a Housing Association you get priority. You’ll usually need to be in full time employment and have enough saved up towards a deposit and for legal costs. It helps to have a clean credit record.
How we performed in 2013/14 VV Our target for new sales was £3.06m and we made £4.29m VV Right-to-buy and stair-casing, where shared ownership tenants increase their stake in their home, brought in another £9.9 million VV We beat our resident satisfaction target of 80% to achieve an amazing 84%.
Target
£3.06m What we achieved
£4.29m
Our priorities for the next 12 months include… Introducing more features to our website, increasing electronic communications and consultation. Reviewing the funds we hold in reserve for major works to ensure they are adequate and accurate.
We’ve homes for sale across London and the South East. If you’re interested then please contact our sales team on: 020 8726 8839
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www.amicushorizon.org.uk
Development Homes for the future We’ve a diverse, challenging and interesting range of schemes within our development programme. We currently have an approved development programme of 975 homes spread across Kent, Sussex and London.
In 2013/14 across the development programme, we completed 242 homes and started work on another 380 We’ll complete 477 homes this financial year.
Funding We’ve a great record of receiving grant funding from the Homes and Communities Agency (HCA) and the Greater London Authority. This funding is critical to us building more properties. We bid for more funding via the HCA for schemes completing in 2015-18 and were awarded £20,438,876. We’ve also been successful securing more funding to deliver homes through other programmes: VV The ‘Mayor’s Housing Covenant’ revolving fund designed to alleviate the shortage of affordable housing in London. The two grants from this fund will help us deliver 72 homes by 2017 VV CoastalSpace - an innovative solution to housing problems in Hastings delivering 51 homes by March 2015. We’re working together with Hastings Borough Council to buy and improve run down homes in St Leonards VV The redevelopment of Sidley School delivering 58 Extra Care Homes in Rother. The funding was achieved through a mix of Department of Health (DoH) grant, investment by AmicusHorizon, grant and gifted land from East Sussex County Council, and a grant from Rother District Council.
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Total number of new homes: Approved Programme 2011-2015
Proposed New Homes 2015 -2018
Original GLA FDA Commitment
327
0
Mayor’s Housing Covenant 1&3
72
0
0
330
467
329
CoastalSpace, Hastings
51
30
Department of Health Extra Care Funding
58
43
0
75
975
807
London
MHC 2015-18 Counties Original FDA Commitment
Others Total
Extra Care for older people We’ve become specialists in the design and delivery of Extra Care schemes for older persons. In Kent and Sussex we have one nearing completion, another on site and two more in the pipeline. Our new found expertise is creating opportunities for us to deliver more of this exciting and innovative housing.
Development services This year we’ll provide development services for other, likeminded, affordable housing providers in Kent and Sussex. We’re proud of what we do and will be extending our award winning service to others. We’re keen to work with more housing associations and councils to grow this strand of business.
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Energy efficiency and sustainability Affordable warmth AmicusHorizon is fully committed to expanding our affordable warmth programme. Our energy survey data helps us target improvements at our least energy efficient homes. Last year we improved loft insulation in 355 homes and cavity wall insulation in 198 homes. We also secured funding to install solar hot water and air source heat pumps in 51 homes. This improved energy ratings, helped reduce resident bills and reduced CO2 emissions. As well as improving our homes we’re advising residents on how to reduce energy and water bills. Last year we achieved: VV 700 resident energy advice visits VV 4,000 Little Green Bag advice packs given to residents VV 300 members of staff trained to advise residents in fuel poverty VV 500 residents received advice from our Resident Green Ambassadors VV 130 residents attended energy advice workshops.
So far this project has: VV Saved £910,000 on resident energy and water bills VV Reduced CO2 emissions by 1,550 tonnes a year VV Reduced resident water use by 112,248 litres per year - saving on bills and waste.
IFORE project The IFORE project in Rushenden, Kent, is our award-winning sustainable homes project. Our partners, the University of Brighton are due to report in November 2014. The report will show us which combination of measures have proved the most effective at reducing fuel bills and CO2 emissions.
Our priorities for the next 12 months We’re now hoping to secure funding through the Energy Company Obligation (ECO) and other grant funding schemes to deliver more improvements. And we’re working to achieve SHIFT Gold status by March 2016.
Saved £910,000 on energy and water bills by Reduced CO2 emissions by 1,550 tonnes Reduced water waste by 112,248 litres
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Corporate social responsibility What is Corporate Social Responsibility?
Giving something back to our communities
AmicusHorizon exists for a social purpose – ‘Making homes, helping people’. We’re a social landlord, but we do more. We go beyond legal and regulatory requirements and give something back to society. Business calls this ‘corporate social responsibility’.
In 2013/14, most of our staff took part in a ‘Give Something Back’ charitable activity. Individual members of staff and whole teams volunteered their time to fundraise for charities or to help out in the local community.
Every year we spend many millions of pounds and we want to do it as responsibly as possible. We aim to work in ways which: VV Minimise environmental impacts, and VV Help the wider community. For example, by investment in community development projects and through staff charitable activities. To read our Corporate Responsibility Statement, please visit: www.amicushorizon.org.uk/Corporateresponsibility
Examples included: VV Male staff across our London, Kent and Sussex offices took part in MOvember, growing moustaches to raise money for men’s health issues VV London Home Ownership staff baked cakes for MacMillan Cancer Support VV Sussex staff spent a day helping out at a foodbank in Hastings VV Finance staff made up ‘little treat packs’ for children living in refuges in Kent.
Since April 2013 we’ve funded £500,000 worth of community development projects. Our community work has been recognised by Business in the Community with a ‘Big Tick’ Award.
In 2013/14 AmicusHorizon staff raised over £184,000 and helped 969 residents through ‘Give Something Back’ projects
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Our accounts How we’re performing financially We’re pleased to report continued improvement in our operating surplus as we focus on improving efficiency in the business. We reinvest all our annual surpluses back into services and new homes to deliver sustainable communities. VV
perating surplus improved by £5m to O £38m
VV
urplus on sales is £10m, £5m lower than S last year
VV
urplus after sales and interest costs is S £17m.
Turnover increased by 1.3% to £159m, reflecting the rent increase in year partly offset by a reduction in income from provision of temporary housing. Operating costs decreased by 2.4% to £121m. We spent £42.3m on major works and planned repairs. We continue to generate sufficient surplus without sales to cover our interest costs.
Consolidated income and expenditure account Income received as rent and sale of shared ownership properties
2013/14 £m
2012/13 £m
159
157
(121)
(124)
Operating surplus
38
33
Surplus on sale of properties
10
15
(31)
(30)
17
18
Turnover Operating costs Money recovered from selling houses and flats, less the cost of the properties
Net interest payable Surplus for the year
Money spent on managing and repairing properties, including running costs of office and staff
Total interest charged on loans minus the interest we receive on bank deposits
Audit Report: The above is an extract of AmicusHorizon’s full accounts, which have been audited by BDO LLP and have received an unqualified audit report. You can get copies of the full accounts from www.amicushorizon.org.uk or contactus@ amicushorizon.org.uk or 0800 121 60 60* or 01795 434 606**
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The increase in fixed assets reflects a £45.6 million investment in new homes and £20.6 million investments in existing homes. To date we’ve received a £578 million social housing grant to support our development programmes.
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Consolidated balance sheet Fixed assets are what we own – including properties and office equipment
Tangible fixed assets
2013/14 £m
2012/13 £m
695
659
Money borrowed by AmicusHorizon to build homes.
Net current assets
47
15
Total assets less current liabilities
742
674
One of the main ways we fund the building of new homes is by borrowing money.
Long term liabilities
675
619
67
55
742
674
Reserves
Cash owed by organisations to AmicusHorizon. Also includes properties that are being developed for sale
Each year we pay around £31m in interest on long term borrowing
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Value For Money Getting the most from your money Value For Money (VFM) is about ensuring we spend our money wisely! It’s a balance between cost, quality, customer satisfaction and meeting expectations. We need to get the best results possible from the resources (staff and money) we have. We are committed to delivering value for money and have made good progress over the last year on achieving key actions. Our three year strategic plan drives high performance through our Key Performance Indicators (KPIs). Underpinning the strategy is a focus on becoming a more efficient organisation. Our full VFM report is available on our website: www.amicushorizon.org.uk/ FinancialStatementsandVFM
We’re a member of the South East Consortium. This is a not-for-profit organisation that seeks to achieve cost savings for housing associations in the South East. The group helps its members deliver value for money through joint procurement and sharing best practice
How we manage VFM Our Strategic Board is ultimately responsible for VFM, but we involve the whole business and our residents in driving efficiency and controlling spending: Governance VV Strategic Board and Finance Committee scrutinise our finances, review VFM reporting and ensure delivery of our Ways of Working* programme (*see page opposite) VV Development Committee monitors delivery of new homes. Resident engagement VV VFM Task Group – a resident led group to challenge and scrutinise how we spend money, monitor performance and the WoW programme* VV Residents’ Council and area panels – monitor performance at a corporate and local level and lead on scrutiny reviews. Embedding VFM in the business VV Risk Appraisal Group – assesses any proposal to spend over £25,000 VV People management – the annual plan is linked to team plans which feed in to individual objectives in the appraisal process VV Financial management – through a rigorous budget setting and financial planning process we engage staff, Board and residents in prioritising investment decisions.
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Achievements in 2013/14 VV We saved £1.2 million in recurring operational costs - beating our annual target. Achievements included: • Establishing an in house training academy – reduced training costs by £250k per annum • Retendered service such as external audit and IT and brought some legal work in house – saved £470k per annum. VV We saved £1.3m on the purchase of works and service contracts. This was achieved without any compromise to the scale and quality of our works and services programme VV Established our Ways of Working (WoW)* programme – a three year review focused on reducing cost and creating capacity to reinvest in services and new homes.
Priorities for 2014/15 We’ll: VV Engage with our residents as we continue with the WoW programme VV Deliver efficiency targets set by Strategic Board VV Build our understanding of social value and the return we deliver from our community development programme VV Begin our programme of generating a better return from our assets to create capacity to reinvest in services and new homes VV Continue the roll out of mobile technology to speed up processes and do away with time consuming paperwork.
How we spent every pound
7p Services Office and
5p Management Staff and related
Landlord payment/
10p other costs
10p Depreciation
18p costs
18p Net interest costs
22p Maintenance
10p Retained surplus
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Who’s who The Board
Lord Charles Falconer, Chair
Steve Douglas, Vice Chair
Peter Cruttenden, Independent Member
Michael Davis, Independent Member
Paul Crouch Resident Board Member
Andrew Wiseman, Independent Member
Layne, Resident Board Member
Rosie Ley, Resident Board Member (until Sept 2013)
Neil Robertson, Independent Member
Linda Seddon, Resident Board Member
Beverley Spear, Independent Member
David Oilver, Independent Member
Beth Williams Resident Board Member (joined Nov 13)
The Strategic Executive Team
Paul Hackett, Chief Executive
Jane Porter, Executive Director Operations
Mark Miles-Lea, Executive Director Commercial
Sarah Smith, Executive Director - Finance and Resources
Fiona Deal, Executive Director - Corporate Services (until Feb 2014)
Kate Dodsworth, Executive Director People and Strategy (joined Mar 2014)
The Residents’ Council
Glen Cady, Chair (from Oct 2013)
Monica Barnes, Vice Chair (from Oct 2013)
Andrew Creed, Vice Chair (until Oct 2013)
Melanie Johnson, London South East
Eamonn O’Kane, Croydon & Surrey
Rachel Kemp, East Sussex
Helena Ingham, Kent Gateway
Paul de Bernier, London South West
John Quested, East Kent (until Jul 2014)
Penny Walker, Croydon & Surrey
Roderick O’Regan, Hastings
Martin Osment, East Sussex
Linda Scamp, East Kent (joined Oct 2013)
Chris Blondrage, Mid Kent (joined Oct 2013)
Angela Palmer, Mid Kent (joined Oct 2013)
AmicusHorizon is a Registered Society (Community Benefit Society) no: 30786R