Annual Activities Report 2013-2014
Contents 3
VISION AND VALUES
4
OUR JOURNEY THROUGH 2013/14
6
INVOLVEMENT FOR ALL TENANTS
9
SUSTAINABLE GROWTH FOR OUR COMMUNITIES
11
SERVICE AND PROPERTY EXCELLENCE
12
OUR LYNCHPINS
14
STOCK DETAILS
14
PERFORMANCE
15
SUMMARY OF FINANCIAL PERFORMANCE
16
BOARD OF MANAGEMENT AS AT 31.03.2014
Foreword from the Chair of the Board It gives me great pleasure on behalf of the Board of Management to present this Annual Activities Report which outlines the Association’s achievements and financial results for the year 1 April 2013 to 31 March 2014.
This year has been demanding in terms of supporting those of our tenants affected by the introduction of changes to benefit payments. The investment in additional resources, coupled with concerted efforts of our colleagues particularly in income management and tenancy support roles, has made a significant contribution to effective management of the issues arising from the introduction of the ‘Bedroom tax’. Particularly rewarding this year is the contribution we have made towards increasing the supply of affordable homes in the county of Conwy, through completion of our first ‘new build’ properties in Penmachno, demolition and redevelopment of properties designated as not fit for purpose in Colwyn Bay and Llandudno, and acquisition and refurbishment of ‘empty homes’.
Contact Details Head Office Morfa Gele, North Wales Business Park, Cae Eithin, Abergele LL22 8LJ Phone: 0300 124 0040
I thank my fellow volunteer Board members for their contribution, commitment and support throughout the year. Together with the Board of Management, employees at all levels of the association have worked alongside our contractors, strategic partners, tenants and local residents to ensure our key objective of creating communities to be proud of continues to be realised. I am proud to have been part of this. Douglas Leech
For general enquiries, please e-mail: enquiries@cartreficonwy.org Website: www.cartreficonwy.org
INCREASING THE SUPPLY OF AFFORDABLE HOMES IN THE COUNTY OF CONWY ENSURE OUR KEY OBJECTIVE OF CREATING COMMUNITIES TO BE PROUD OF CONTINUES TO BE REALISED
2
Cartrefi Conwy Annual Activities Report 2013-2014
Chief Executive’s Summary
Vision and Values
During the period 1st April 2013 – 31st March 2014 there have been many achievements for Cartrefi Conwy which are outlined in this report however, it was also a significant time for us as we celebrated our 5th birthday as an organisation. During our first five years we have achieved huge success however, we want to do more and each year we set ourselves more ambitious plans. In 2013 we moved into our new head office in Abergele, which demonstrates further our commitment and dedication in building strong foundations in the county of Conwy and that we are here to stay.
Our vision is to provide sustainable, affordable, quality homes and services for local communities actively encouraging the participation of everyone and respecting the needs of all. Integral to delivering this vision is making a real contribution to housing led regeneration in Wales, “creating communities to be proud of”.
Our main objective over the coming years is to grow as an organisation whilst ensuring our current stock is kept up to the Welsh Housing Quality Standard (WHQS). We are financially secure to maintain our properties to the standard, whilst turning with confidence to achieving another strategic objective that is, to build new homes to meet housing needs. Leading this ambitious programme of development is the recent completion of six older persons bungalows in Colwyn Bay and six general needs homes in Penmachno as ‘new build’ projects, as well as the acquisition and refurbishment of 4 empty homes to bring them back into use. This is a fantastic achievement for an organisation so young and I believe our working partnerships with Conwy County Borough Council, private sector contractors/developers and Crest Cooperative are key to our success. We will continue to build on these partnerships moving forward, to fulfil our ambitions. I would also like to take this opportunity to thank my fellow executives, colleagues, board members and tenant groups throughout Cartrefi Conwy for their continued hard work, support and commitment. I hope you enjoy reading our annual activities report and agree that we do more than just provide homes, we create communities to be proud of. Andrew Bowden
The lynchpin of our Business Plan comprises three components: Investing in people. Excellence and enterprising governance. Financial strength and commercial acumen. The Business Plan includes objectives for delivery against each of these three components to ensure that everything we do is linked back to our Business Plan. With the lynchpin in place, the Board can confidently make firm and focused strategic decisions based on three ‘pledges’ to Cartrefi Conwy’s tenants for achievement during 2010 - 2015. The three pledges are: Involvement for all tenants. Service and property excellence. Sustainable growth for our communities. Supporting our vision Cartrefi Conwy values are: Treating people fairly with honesty and integrity. Committed to and being positive about providing excellent standards of service. Being an open and forward thinking organisation which provides the services that tenants need. Listening to customers and consulting tenants on policy and service issues. A culture of openness, honesty and accountability. Creating an environment where its employees are valued and realise their full potential. Advocate sustainability in all our business and service delivery arrangements. Embracing the diversity of our communities.
HARD WORK SUPPORT COMMITMENT Cartrefi Conwy Annual Activities Report 2013-2014
3
Our journey through 2013/14 August 2013 Family Fun Day
April 2013 Housing Minister visits Parc Peulwys Welsh Government’s Housing and Regeneration Minister, Carl Sargeant visited Parc Peulwys to recognise the improvements that have taken place on the estate by Cartrefi Conwy.
July 2013 Re-launch of Y Fron
The centre encompasses Cartrefi Conwy’s vision for Sheltered Housing in the future. The community centre was totally refurbished through consultation with tenants and the wider community. Joining the celebrations at the official opening was former Welsh Rugby international Rupert Moon.
4
Cartrefi Conwy Annual Activities Report 2013-2014
Our fourth Family Day took place at Eirias Park and once again was considered a successful and valuable day. Tenants of all ages attended the event and took part in a variety of consultations and fun activities.
February 2014 The Big Plant
September 2013 Cartrefi Conwy 5th Birthday
Colleagues celebrated the organisations 5th birthday and the successes’ we have already achieved before hitting this special milestone.
Tenants, colleagues and partner agencies worked together to plant 1,624 trees in one day. The aim was to create a ‘legacy’ for the community and an environmental benefit, encouraging greater bi-diversity and a nature trail for children to be able to learn whilst having fun.
March 2014 Completion of New Build Developments
Six general needs homes in Penmachno and six older people’s bungalows in Colwyn Bay have been completed and successfully occupied.
December 2013 Official Launch or our New Head Office A group of schoolchildren from Ysgol Glan Gele, Abergele made history by burying a time capsule at the new headquarters at the official opening in December 2013.
Cartrefi Conwy Annual Activities Report 2013-2014
5
Involvement for all tenants Improving the way tenants and residents participate in influencing and shaping services
TENANT FORUM – formal engagement hours 2013/14
637
250
169
218
89
65
6
Total number of volunteering hours in formal activities
Number of volunteering hours for the Management Committee
Number of volunteering hours for the working groups
Number of volunteering hours at focus groups & activities
Number of engagement hours at tenant forum events
Number of tenants attending tenant forum events
Number of tenants involved in procurement/ contracts process
Improve housing services through greater involvement of tenants and residents
3,143
A Total of hours engagement has been recorded during the year. The table shows the number of engagement activities that have been recorded this year.
Activity / event purpose
Number of engagement activities
Number of tenants engaging in the activities
Community / service improvement
6
65
Consultation
3
13
Focus group
1
8
Health and safety event
5
53
Improve health and wellbeing
141
1167
Information sharing
5
33
Other (Family Day)
1
459
Procurement
1
2
Supporting an event sponsored by CC
2
30
Tenant & resident group
25
447
Training/skills building
10
43
Board of Management
2
2
GRAND TOTAL
202
2322
Gives tenants a chance to sit and talk to other tenants, and have social interaction
Help tenants to form new friendships, discuss any issues they may have and to plan future projects. Tenants feel more positive about their community.
Tenants (young families) have had the opportunity to get involved and develop their own parent and toddler group. Encourages social involvement and better parenting skills/advice for our tenants.
6
Cartrefi Conwy Annual Activities Report 2013-2014
These events make a difference to our communities and individual tenants:
Develop tenant skills, knowledge and capacity to enable them to become more influential
TENANT FORUM MEMBER TRAINING
88
Number of engagement hours at training and conferences
Tenants and residents are supported when working to improve their community
Ten tenants from a variety of rural and coastal sheltered schemes were given the opportunity to attend a 10 week digital inclusion course through the medium of photography. The aim of the workshops was to encourage the use of computers, the internet and social media in a fun and interactive way through the use of photographic equipment. The programme introduced the participants to Facebook and Twitter, as well as building the skills to be able to save and store photographs. The tenants have had the opportunity to go on location to take photos under the skilful eye of Venue Cymru’s in- house photographer. All attendees gave very positive feedback about the course and how it has benefited them in their everyday lives. All participants are now members of Facebook and able to communicate with their families; sharing photos and keeping in touch.
Their work will be displayed at Venue Cymru in August 2014 as well as at our own Older Person’s Day in October 2014.
8
Number of tenant forum members attending training and conferences
Parc Peulwys woodland planting
The woodland planted by tenants, colleagues and partner agencies has seen grass waste-land brought back into use as well as engaging with tenants in the community. Local tenants also worked with Groundworks, North Wales to develop the nature trail. Approximately 15 sessions were held by Groundworks and five tenants attended each session and learnt about plants, biodiversity and dry-stone walling to improve their understanding of landscaping and planting. They were then able to put their skills and knowledge into practice with the development of the sustainable nature trail. The tenants involved in developing the nature trail had also successfully been involved in a horticultural course that was previously facilitated by Cartrefi Conwy and these two courses have seen the Go Green group revitalised and working together to try to develop growing plots. The attendees are all tenants who have been unemployed for a long period of time and who have not previously engaged with Cartrefi Conwy. We were also very pleased to hear that a tenant who attended the horticultural course secured employment with Brenig, the contractor carrying out the environmental works at Parc Peulwys. Cartrefi Conwy Annual Activities Report 2013-2014
7
Cais
Percentage of Expenditure for Donations and Sponsorships
Conwy River Festival
Llanrwst Rotary Club
Run Wales
North Wales Choral Festival
2%
6%
5%
8%
13%
Betws Ymlaen
13% 22% Abergele Youth Action Group
23% 4%
Rugby North Wales (RGC)
£ awarded under Community Chest grant this year £88,142 £ awarded through donations and sponsorship
£33,811
Money Matters Tenants were given the opportunity to attend a Money Matters course that was facilitated by Cartrefi Conwy in conjunction with Communities First. The course was held in Tan Lan Community Centre in Old Colwyn during the evening and covered topics such as budgeting, bank accounts and lending. 11 referrals were made to Cartrefi Conwy’s Financial Inclusion Advisor for her personal support in maximising their income from benefits and financial advice. The sessions also highlighted the dangers of door stop lending and provided help and advice to ‘break’ the cycle of door stop lenders.
8
Cartrefi Conwy Annual Activities Report 2013-2014
4%
Betws yn Rhos Football Club Red Lion Community Enterprise Group
Services for leaseholders are improved through greater involvement In March 2013 we set up the leaseholders’ forum whereby all leaseholders are invited to attend so they can engage with Cartrefi Conwy and have a say in the services they receive. Since creation of this forum there have been two meetings and colleagues from the organisation have attended to give presentations on areas leaseholders would find useful and informative. As part of our commitment to customer service we have also introduced a one to one surgery before each forum meeting, to facilitate private interviews with colleagues and leaseholders. There is also a dedicated section in the ‘Together’ newsletter which goes out to all tenants and leaseholders, ensuring they are updated on matters relevant to the service they receive. Through this forum and as part of our continued development leaseholders will be invited to review the current service charges statement and the development of a new leaseholder’s handbook.
“Loved the herb garden! Kids really enjoyed themselves. Plenty of variety, lots to do. Never bored, kids exhausted!!” Fun Day Our fourth Family Fun Day took place in August 2013 at Eirias Park and once again was considered a successful and valuable day. Tenants of all ages attended the event and took part in a variety of consultations and fun activities. With four action packed themed zones full of fun activities based around health and wellbeing; digital inclusion; life skills, training and employment and how to make every pound count, we gave tenants the opportunity to learn more about key life skills and have their say on the things that matter most. Tenants also had the opportunity to take part in activities such as animation workshop, science busking, football competitions, armchair aerobics, funky photographs and a great time was had by all.
Sustainable Growth for our Communities Growing the business in a sustainable way The arrears management this year has maintained the level of arrears at an acceptable level. The number of tenants affected by the benefit reform has varied during the year due to the changing personal circumstances of our tenants but the number peaked at 249 tenants. These tenants were losing either 14% or 25% of their housing benefit allowance against their rent. The value of the debt peaked at £93,756 for tenancies affected by the bedroom tax. This level of debt has been reducing steadily over the year and has been achieved through the work of the income management team along with support being provided to enable tenants to downsize. During the year 46 tenants have downsized and are no longer affected by the bedroom tax. Many of these carried arrears forward to their new tenancy but the debt is being managed by the income management team to recover through the normal procedures.
A number of tenants have also received support from Cartrefi Conwy in applying to the Local Authority for discretionary housing payments (DHP). The DHP’s provide relief for tenants who have seen their benefits capped or reduced. 56 DHPs have been granted to tenants this year, which in turn have reduced the potential rent arrears that might have accrued.
Growing our communities through housing led regeneration Number of new units of accommodation provided: KPI headline 1/4/2013 – 31/3/2014
5
NUMBER ACQUIRED
12
NEW BUILD
Cartrefi Conwy Annual Activities Report 2013-2014
9
During this period we have also successfully completed our first new build developments, with six general needs homes in Penmachno and six older people’s bungalows in Colwyn Bay, all of which are now fully occupied. Through these new developments we have worked closely with our contractors to ensure high standards are maintained whilst also providing a commitment to use local labour and local supply chains. We continue to work in partnership with Conwy County Borough Council in bringing back what were once empty homes, back into use. We are also pleased to announce that during this period we were successful in obtaining planning consent for the replacement of the sheltered housing scheme at Llys Seiriol/ Llys Eryl (Cysgod-yGogarth), Llandudno where contractors are now on site and progressing in accordance with the planned programme. Completion is on target for 2015 and this new development will deliver 26 older persons apartments and four family houses.
Engage with communities to achieve economic development and social gain through procurement processes and social enterprise: The Building Maintenance Unit (BMU) has been commissioned as the primary contractor to deliver Cartrefi Conwy’s paving and fencing scheme, which is a three year project. During the scoping of works on site the BMU identified the opportunity to work with a social enterprise to use the project to provide work experience for people who have experienced long term unemployment. During the year we have engaged with Crest Cooperative to secure a total of six social inclusion placements to work alongside the BMU planned workforce. This has been a successful project for both the BMU and CREST as it has secured training and employment opportunities for the long term unemployed giving both organisations the opportunity to identify future employees. Cartrefi Conwy also continues to work alongside Crest Cooperative, who are producing and supplying the fencing materials for the fencing scheme in Mochdre. Through this scheme Crest Cooperative are able to monitor their outputs and quality of products whilst gaining experience in producing these items. At Cartrefi Conwy we purchase the fencing panels for the scheme through Crest Cooperative who manufacture these in-house. Since commencing the programme Crest Cooperative have been able to develop their production further than anticipated and they are now able to offer their fencing panels to other customers. The long term aim for Crest Cooperative is to increase turnover and profit which will in turn be re-invested to support further social enterprise activities.
As a result the external programme:
60%
90%
of people employed based within the county of Conwy
15
ceships Apprenti
10
Cartrefi Conwy Annual Activities Report 2013-2014
of people employed based in North Wales
1 through G Purchase and an additional 14 apprentices & trainees that are working on our programmes through sub-contractors to G Purchase.
Service and Property Excellence In November 2013 we achieved total compliance for gas servicing with valid CP12 certificates being held for 100% of our properties. By achieving total compliance it indicates the success of our contract with strong management of the processes and strict adherence to the procedure. Where access is not provided cases are being referred on a regular basis to the local authority for court action.
There is a single point of contact to get in touch with Cartrefi Conwy
modernisation to meet the housing needs of current and future tenants. Through significant consultation it was agreed to fully redevelop the scheme to new, exciting “Extra Care” light standards. Existing tenants were supported to move from their homes and suitable alternative accommodation was sourced for them. Tenants continued to be involved in consultation events and meetings to make key decisions on the scheme. The new development, named ‘Cysgod Y Gogarth’ was as a result of consultation.
In August 2013 we launched our Customer Service Team number 0300 124 0040. All Cartrefi Conwy’s reception areas and the contact centre in Morfa Gele will be supporting the 0300 124 0040, it is the first point of contact for all enquires and will aim to resolve enquiries during the first call. Through this number our Customer Service Team are able to help with the following:
General enquiries relating to the services Cartrefi
Conwy offers Diagnosing repairs and making convenient appointments to suit Making a rent payment, ordering All Pay cards or an enquiry on tenant balances Community Centre Bookings Tenant Profiling Out of hours emergency work that needs following up
Elderly tenants are supported to live independently
During the summer of 2013 we also re-launched Y Fron Community Centre. The Community Centre encompasses Cartrefi Conwy’s vision for sheltered housing in the future. The community centre was totally refurbished through consultation with tenants and the wider community. The centre now includes improved washing and drying facilities for tenants living in the surrounding sheltered housing scheme, a dedicated tenants lounge area and a fully modernised community centre including kitchen and WC facilities.
During this period we introduced a new role of Older Persons Engagement Coordinator, which provides a dedicated role to initiate and support activities geared to our older tenants. This then saw the creation and development of the Passion for Life program. In February the Passion for Life (PFL) program started at the Fron Community Centre, Colwyn Bay and eighteen tenants from around Conwy participated in the first ‘Life Cafe’. Following the success of this event, tenants from other Registered Social Landlords (RSLs), including those from the rural areas, participated in the life changing programme with extremely positive feedback. As mentioned previously in this report we have achieved planning consent for the replacement of the sheltered housing scheme in Llandudno. Unfortunately Llys Seiriol / Llys Eryl scheme did not meet WHQS and required extensive
Cartrefi Conwy was also a key partner in developing Conwy County Borough Council’s Older Persons Housing Strategy and has been working to implement the strategy in the county. This included leading on the development of a joint forum to introduce more opportunities for our Independent Living Coordinators (ILC’s), to work with colleagues in similar roles in other housing associations. This also enabled our ILC’s to promote and take with them the Independent Living Service to Cartrefi Conwy tenants who may benefit from this service but do not currently live in a designated scheme. Cartrefi Conwy Annual Activities Report 2013-2014
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Our Lynchpins INVESTING IN PEOPLE Investing in staff through training and development opportunities
Cartrefi Conwy continues to invest in training and development opportunities for colleagues, with 387 development activities taking place for colleagues during 1st April 2013 - 31st March 2014. High on the agenda were corporate initiatives for front line colleagues on Financial Inclusion Awareness and Home Swapper training in response to the Welfare Reform agenda. Further key training activities were also rolled out across the business including health and safety, Data Protection and two Corporate Induction programmes for new starters. The programme for Learning and Development needs continues to grow as the business introduces new areas of work and encourages colleague development of responsibility and breadth within their roles, as well as providing for knowledge updates and best practice awareness training in many areas as the legislative landscape continues to change.
As well as continuing to ensure our contractors provide work and training opportunities to those living in the county and North Wales, we have also directly provided local work opportunities within Cartrefi Conwy which include:
4
apprenticeships
vacancies 34 job filled externally
Demonstrating best practice in health and safety During this period Cartrefi Conwy has been successful in applying for an award from RoSPA (Royal Society for Prevention of Accidents). Repeating on the success of previous years once again we were awarded the Gold RoSPA award in recognition of good practice in the management of health and safety in the workplace.
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Cartrefi Conwy Annual Activities Report 2013-2014
18
direct work experience placements
Growth 2 Jobs Wales colleagues
EXCELLENT AND ENTERPRISING GOVERNANCE The structure of the business is appropriate to support service delivery The creation of our new purpose built headquarters on the North Wales Business Park in Abergele marked an exciting new chapter in our corporate development. The new offices, named Morfa Gele, which in Welsh means coastal marsh near the river gives us space to bring services together and room for continued growth. Ensuring our service users continue to be supported according to their needs and particularly through challenging and difficult times resulting from the Welfare Reform changes has led to us making some changes in the way our teams work. This has been achieved through the co-operation of staff in working more flexibly and embracing opportunities for personal development.
A group of local schoolchildren from Abergele made history by burying a time capsule at Morfa Gele which will be opened in 50 years.
Through the year our Board of Management has provided input to consultations relating to the recent review of the Regulatory Framework and subsequent review of Governance in Welsh Housing Associations. Board members are aware of increasing regulatory focus being placed on the Board’s responsibility for managing risks to the business and ensuring governance arrangements demonstrate best practice.
Cartrefi Conwy is well recognised within the community and success is celebrated and shared The channels of communication we use in Cartrefi Conwy all work together, to assist members of the community know who we are and what we do, colleagues at all levels to feel well informed, included and empowered and to enhance our strong brand, image and reputation.
It was also a proud day for architecture student Jade ReedWilliams, 20, from Denbigh, who designed the building’s external display sign.
To give an indication of people knowing who we are and what we do, on average we are getting 1958 unique visitors (compared to previous year - 1645) to our website each month. We receive regular press coverage on a monthly basis in the North Wales Weekly News, Daily Post and Pioneer, we also feature, when relevant, in the Rhyl Journal too. We had 243 likes on Facebook (+173 compared to 31st March 2013) and 251 Twitter followers (we went live on Twitter October 2013). Our social media channels are proving to be positive channels where stakeholders are able to engage with ourselves and each other.
Cartrefi Conwy Annual Activities Report 2013-2014
13
Stock Details As at the 31 March 2014 our housing stock was units made up as follows:
3751
General needs
Sheltered properties
I bed - house/bungalow
47
281
I bed - flats
345
450
2 bed - house/bungalow
407
178
2 bed - flats
445
132
3 bed - house/bungalow
1281
4
3 bed - flats
60
2
4+ bed - house/bungalow
70
0
4+ bed - flats
1
0
Bedsits
8
40
TOTAL
2664
1087
GRAND TOTAL
628
RENTED GARAGES
157
3751
LEASEHOLDERS, WHO HAVE PURCHASED THEIR PROPERTIES UNDER THE RIGHT TO BUY SCHEME AND PAY AN ANNUAL SERVICE CHARGE
14
In addition we also have:
NON-DWELLING COMMERCIAL UNITS
Performance Lettings
Housed from waiting list
Re-housed priority need homeless
Transfers
Exchanges
TOTAL
2013/14 (April-March)
168
64
127
6
365
2012/13 (April-March)
233
57
63
4
357
2011/12 (April-March)
201
58
65
7
331
Void loss as a percentage of rent charged At March 2014
1.73%
At March 2013
1.49%
At March 2012
1.31%
Rent arrears At March 2014
2.27%
At March 2013
2.17%
At March 2012
2.20%
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Cartrefi Conwy Annual Activities Report 2013-2014
Performance set against annual business plan taking into account major refurbishment and major works in void properties.
Summary of financial performance Where the money comes from
MONEY IN
2013 - 14 £000’S
2012 - 13 £000’S
14,658
Rents and service charges
13,933
664
Supporting People grant
649
1,171
Capital grants
270
2,600
Welsh Assembly Government grant
2,600
12
Other grants
0
240
Sale of housing properties
193
3,000
Loans from private lenders
7,500
129
Interest received
7
566
Other income
3,587
Where the money goes
MONEY OUT
2013 - 14 £000’S
2012 - 13 £000’S
5,238
Housing management
4,480
1,167
Services
1,179
2,411
Property acquisitions
2,969
1,625
Property improvements
3,683
3,457
Maintenance – routine
3,126
5,142
Planned maintenance and major repairs
9,662
2,235
Purchases of other fixed assets
117
1,335
Interest paid & other similar charges
1,081
1,004
Other costs
1,208
Cartrefi Conwy Annual Activities Report 2013-2014
15
Board of Management as at 31.03.2014 Douglas Leech - Chair of Board Brian Horton - Vice Chairperson & Chair of Operations Committee Brian Roberts - Chair of Development Committee Christine Jones - Chair of Remuneration Committee Mair Jones - Chair of Audit & Risk Management Committee Huw Evans Chris Hughes Jim Illidge Ian Jenkins Colin Matthews Robert Redhead Clifton Robinson Dave Roberts Susan Shotter The following also served in the year: Brian Leggett - Resigned July 2013 Robert Hawkes - Resigned April 2014 Co-opted Board & Committee Members serving in the year: Jacqueline Doodson (Resigned May 2014) Michael Mason (Resigned May 2014) Gareth Jones Executive Management Team: Andrew Bowden - Chief Executive Tony Deakin - Director of Finance Gwynne Jones - Director of Operations Company Secretary: Sandra Lee
Profiles of all current Board Members and the Executive Management Team can be found on our website,
www.cartreficonwy.org
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Cartrefi Conwy Annual Activities Report 2013-2014