Annual Activities 12-13 by Cartrefi Conwy

Edited Highlights 2012 - 2013 Annual Activities Report

Foreword from the Chair of the Board

Content Vision and Values

Reaching Welsh Housing Quality Standard and More

Tackling Fuel Poverty

Housing Led Regeneration

Developing a Quality Service for our Tenants

Supporting our Tenants

Partnership: A collective approach to achieving our objectives

Stock Details

Lettings

Void loss as a Percentage of Rent Charged

Rent Arrears

Summary of Financial Performance

Where the money comes from

Where the money goes

Board of Management as at 31.3.2013

Having been appointed as Chair of the Board of Management of Cartrefi Conwy in January 2013 it gives me great pleasure on behalf of the Board to present this Annual Activities Report which outlines the Association’s achievements and financial results for the year 1 April 2012 to 31 March 2013. Undoubtedly the most significant achievement in the year has been the confirmation received in December 2012 that Cartrefi Conwy’s housing stock meets the Welsh Housing Quality Standard – delivering the main promise made to tenants and the primary rationale for the transfer of the housing stock and related services from Conwy County Borough Council to Cartrefi Conwy in September 2008. The commitment shown by my predecessor, Pam Lonie, in leading the Association as Chairperson during this period is something that the Board has been pleased to acknowledge. The Board has also been pleased to note that the Association is able to give a commitment to continuing to maintain its properties to the Welsh Housing Quality Standard as well as commencing projects that will increase its portfolio of affordable housing through new-build and renovation. Employees at all levels of the Association and my colleagues on the Board of Management have worked hard throughout the year 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

Contact Details Head Office Morfa Gele, North Wales Business Park, Cae Eithin, Abergele LL22 8LJ Phone: 0300 124 0040 For general enquiries, please e-mail enquiries@cartreficonwy.org Website: www.cartreficonwy.org

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Chief Executive’s Summary The main focus for the work this year has been on achieving the Welsh Housing Quality Standard (WHQS) by December 2012 and I am delighted that we achieved this standard within the target time set by the Welsh Government. Not only have we delivered all the kitchens, the bathrooms and the improvements that tenants actually wanted, we’ve also delivered all the extra jobs, training and added value that we wanted to as an organisation. I’m extremely proud of working with G Purchase Construction and Crest Cooperative and particularly I’d like to give a big thank you to our tenants. Even though these improvements were made to improve the tenants' living standards, they’ve had to put up with inconvenience and builders in their homes. We’ve been able to deliver the improvements in the best way, but we appreciate their patience and their support, so a big thank you from Cartrefi Conwy to our tenants as well.

• Major refurbishment to Compton House in Llanfairfechan, transforming a building left empty into an asset providing 3 two bedroom flats and 3 commercial units. • Another successful family fun day with tenants enjoying activities provided by ourselves and Conwy County Borough Council through their Olympic celebration event. • Continued success of our donations and sponsorship to the local communities, which once again allowed us to open up opportunities to young people through involvement with the Conwy River Festival 2012. • Confirmation and launch of the Parc Peulwys Environmental Scheme. • Continued success of the Environmental SOS funding with £51,239 being awarded to 20 environmental projects within the community. • Started on site development within the village of Penmachno. • Fantastic outcomes of community involvement such as the We’ll Meet Again event, activities taking place at the Kinmel Bay Community House and also the brilliant Peulwys Community Choir who performed at the International Music Festival in St Asaph Cathedral.

We are told that you can put a multiplier against our expenditure in terms of the economic benefit it's brought to the county of Conwy and we are now looking at building and providing new affordable homes within the county of Conwy in partnership with Conwy County Borough Council.

• 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:

We’ve been spending millions of pounds in the local community by using local supply chains and local labour. We achieved over 65 per cent local labour with 95 per cent coming from North Wales. The majority of that money has been recycled and spent within the county of Conwy so in these difficult economic times we believe we’ve added value to the county and enabled people to draw down decent wages, and spend within the community to support their community. But we are not resting on our laurels. We are embarking on new projects moving forward and we are looking at building and providing new affordable homes within the county of Conwy, with further improvement to our properties so that they are fit for the future.

• 8 work experience placements

Although our main focus has been on achieving WHQS this year, as an organisation we have also achieved much more as you can see from the highlights below and information within this report. Highlights: • Achieving Welsh Housing Quality Standard by December 2012.

• 4 apprenticeships • 11 further quality job vacancies that have been advertised and filled externally This year has also been a monumental year for Cartrefi Conwy as it has been the year we have started on site with a new development in Penmachno. This signifies the beginning of the next chapter for Cartrefi Conwy, with housing led regeneration leading the way to a better future for all. I would like to thank my fellow executives, colleagues, board members, the Tenants Forum and all associated tenant groups throughout Cartrefi Conwy, for all their efforts, hard work and support over the past year and especially for helping us to achieve WHQS. Finally a thank you to all our tenants for their support and patience since transfer and in particular this year with the final push towards ensuring our properties meet WHQS. It is important to ensure tenants feel their views are heard and fairly represented and contribute to the success of Cartrefi Conwy today and moving forward into the future. Andrew Bowden

• The Royal Society for the Prevention of Accidents (RoSPA) awards 2012: Gold, for our commitment to health and safety. • Completion of the Parc Peulwys improvement scheme which included owner occupiers. • Continued relationships with our contractors and partners as we move forward.

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Vision and Values 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 by “creating communities to be proud of”. The lynchpin of our Business Plan comprises of 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

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In December 2012 Cartrefi Conwy completed a massive housing improvements programme to nearly 3,800 properties across the county, bringing our properties up to the Welsh Housing Quality Standard (WHQS). We were one of a handful of organisations to achieve the Welsh Government target of bringing homes up to the Welsh Housing Quality Standard by the end of 2012. Under the terms of the scheme, contractors were expected to employ local people and set up local supply chains. As a result, the internal and external programmes employed 320 people of which: • 61% based within the county of Conwy

Supporting our vision Cartrefi Conwy’s 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 our employees are valued and realise their full potential • Advocate sustainability in all our business and service delivery arrangements • Embracing the diversity of our communities

Reaching Welsh Housing Quality Standard and More

• 95% based in North Wales • Crest Cooperative recycling initiative and on-going partnership has created 300 training opportunities and 7 fulltime jobs (and growing) • 6 full time apprenticeships • 50 ‘Pathways 2 Apprenticeships’ placements collaborating with Coleg Llandrillo The pioneering partnership with the main framework contractors G Purchase Construction Ltd and the local social enterprise, Crest Cooperative Ltd, based in Llandudno Junction, earned several accolades, including the Wales Recycling Awards and the UK Sustainable Housing Awards.This initiative was the first of its kind in Wales and is exemplar of best practice in combining local employment and training initiatives with waste management, reclamation and recycling of waste materials from refurbishments.

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During the WHQS programme nearly 4,000 kitchens and bathrooms were salvaged instead of being dumped in a landfill site. All waste created through the internals improvements programme, was separated on site, removed and recycled by Crest Cooperative on a daily basis. We delivered on the promise we made to our tenants at transfer, of bringing homes up to the Welsh Housing Quality Standard with over £30million of refurbishment works to: 2,305 new kitchens 3,367 new doors 2,130 new bathrooms 319 bathroom adaptations 1,398 properties rewired 455 new windows 295 new roofs 1,062 roofline works 399 renders 717 new boilers 1,809 loft and cavity wall insulation jobs 325 external wall insulation

Housing Led Regeneration

Tackling Fuel Poverty A £4 million scheme to transform the Parc Peulwys has also been completed, using a pioneering type of eco-friendly insulation to renovate 268 homes. In addition the installation of new boiler systems, loft insulation and draft proofing will help slash 40 per cent off tenants' fuel bills. It is C O N W Y

There has been a real push to make sure that the community has a say in everything that’s going on throughout this scheme. Tenants have chosen the colour palette and the configuration of the coloured renders as well as deciding that each street should be a different colour.

232 of the properties on the estate are owned by Cartrefi Conwy and the remaining 36 have owner occupiers. A funding package was put together so owner occupiers could also have the work done to their homes; at no cost to them.

In summary, achieving WHQS has achieved so much more than the standard bricks and mortar of a major improvements programme, it has ensured a legacy has been created throughout the organisation and to the community as a whole.

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also estimated that these improvements will reduce carbon emissions by approximately 52 thousand tonnes over a 25 year period.

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Through housing led regeneration we can remove barriers to economic growth and help strengthen our communities. During this year we have completed the major refurbishment programme at Compton House, Llanfairfechan, which is helping regenerate and breathe economic life back in the local town. The 6 month scheme costing almost £300k has been a huge success, with three 2 bedroom flats and 3 shops being completely renovated. All 3 flats have been let and to date, full time tenants secured for 2 of the 3 shops . Through this programme we have improved the viability of this property and re-energised a central area of

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this town which ultimately results in creating a positive image to encourage private investment into this community. Through housing led regeneration within our communities we contribute to transforming the image of the area and improving the environment, which will ultimately increase confidence for further investment. As we have achieved WHQS within the housing stock, there is now a desire to invest in our other assets, such as community centres. Engagement with residents to help shape our plans will be at the heart of the decision making process. Supporting Conwy County Borough Council’s Empty Homes Strategy Cartrefi Conwy has funded the Empty Homes Officer post within Conwy County Borough Council (CCBC) and has also purchased 3 empty homes. Conwy Council have asked Cartrefi Conwy to become a

a football pitch in Llanrwst. One of these projects was a junior school whose motto is “Be the best that you can be” and they received a £4,000 boost to help the pupils fulfill that aim. It is hoped that the funding will not only benefit the children of Ysgol Maes Owen in Kinmel Bay but also the whole community. The £4,000 will go towards the creation of a woodland trail, the latest in a series of environmental projects undertaken at the school. “We want the children to take pride in their environment,” said teacher Mark Pickering,Ysgol Maes Owen’s Eco-Schools Coordinator. Community Payback Team Cartrefi Conwy have funded the post of Community Payback Coordinator for two years starting from 2012 and work closely with the Community Payback Team, utilising them on a regular basis to ensure a close partnership is maintained in working together on the environment surrounding our communities. One project involved working on Parc Peulwys litter picking and carrying out groundwork, clearing the proposed site for the Go Green group.

Developing a Quality Service for our Tenants strategic partner in delivering the empty homes strategy moving forward. We have also started to manage private lettings for what were once previously empty properties. £51,239 Environmental SOS Funding Awarded to the Local Community Through the Environmental SOS fund £51,239 has been awarded to 20 environmental projects within the community. They ranged from a simple request for a bench in Rhos Park, Rhos-on-Sea, to a contribution towards a drainage scheme for

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Within the Building Maintenance Unit (BMU) we continue to develop a quality repairs service based on customer engagement, quality and performance. BMU has undergone significant change in the last two years to improve our service delivery, with new staffing structures, improved operational processes and new performance measures. In order to ensure that changes to the service align with customer needs, the Building Maintenance Unit (in

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collaboration with the University of Liverpool through a Knowledge Transfer Partnership) undertook a campaign of tenant engagement exercises designed to understand “what makes a quality repairs service” from the perspective of Cartrefi Conwy tenants. In addition to and supported by extensive academic research, the team undertook engagement exercises that utilised Cartrefi Conwy’s established engagement channels (The Property and Services Group, Tenant Forum Management Committee and Tenant Forum event). What have tenants influenced as a result? Tenants have had an opportunity to shape the repairs and maintenance service which involved developing the basis of a new Repairs and Maintenance Quality Policy as part of a wider transformational change programme currently being undertaken by the BMU. Implementing Opti Time, mobile working and better job scheduling has reduced costs and improved the quality of the service provided to tenants. This project has demonstrated that effective tenant engagement can be highly valuable in shaping the services offered by Cartrefi Conwy.

Supporting our Tenants Kinmel Bay Job Club Residents have been attending a Job Club at Kinmel Bay Community House and in recent months 20 residents have attended the drop in sessions which are held once a week. Staff are available to assist residents with job searches and can offer one to one support with CV writing and applying for jobs. In addition, due to the numbers that are attending and the connection being made with external service providers, agencies have been able to visit the Job Club with a view of offering other activities and assistance to qualifying residents. An example of this is New Work Connections which is a Conwy County Borough Council initiative that “provides intensive support and guidance to people, who are both economically inactive and facing major disadvantages in their lives with regard to pursuing training and employment opportunities”.

claiming Job Seekers Allowance (JSA) and are now in paid employment. Participants are also progressing onto other training and learning opportunities some of which are being delivered from the Community House. The Job Club is a great “added extra” for the residents of Kinmel Bay who find the sessions helpful and informative. The sessions also allow residents to share experiences and keep each other motivated and positive about securing employment or increasing their skills and knowledge in anticipation of work when it becomes available. Supporting Older Persons Our sheltered accommodation accounts for one third of our housing stock. All tenants have the right to live independently in their own homes and to make their own decisions. Our wardens are there to support and coordinate the services sheltered housing tenants may need to maintain their independence. Below are some examples of where our wardens have provided excellent service to tenants living in sheltered accommodation. Warden Gwennan Watkin-Evans – “A vulnerable tenant, who was partially blind, had a flood in her property and had no family who lived locally. I phoned for a plumber and contacted the local utility company. I stayed to clear all the water and waited for the repair to be completed. I then phoned her daughter to reassure her that everything was done and that her mother was okay”. Warden Audrey Hughes –“A vulnerable tenant who had lost his wife needed assistance with his finances. To ensure he received the appropriate support I referred him to Age Concern. He was then given help to set up standing orders at his bank. His financial affairs are now in order”. Warden Lynda Whyte –“I have a vulnerable tenant who has dementia. I always arrange that any contractors who are to visit her contact me first so that I can liaise with the carers and family to support her through these visits”.

Four residents have found employment following their attendance at Job Club. This means that they have stopped

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Tough on drugs - Cartrefi Conwy tenant jailed for conspiracy to supply controlled drugs The tenant was referred to the ASB Unit due to reports of his anti-social behaviour, which included abusive behaviour to Cartrefi Conwy staff and contractors, the behaviour of his dog, damage to the property and the installation of CCTV cameras. There were also reports of possible drug use. Over several months the ASB team carried out interviews, issued warnings and worked through the escalation process. A close working relationship with North Wales Police was formed culminating in a search of the property under warrant in October 2012 by the Police. The tenant was arrested on suspicion of being in possession of controlled Class A and Class B drugs. The ASB Unit served a notice seeking possession of the property and following a court hearing, we gained possession of the property on the grounds that drugs had been found at the property. In July 2013 the tenant appeared before Mold Crown Court. He was issued with a restraining order and sentenced to 6 years imprisonment . Forum for Leaseholders Consultation events have been held with leaseholders to develop a Leaseholder Forum. An initial meeting of leaseholders took place in March 2013 at the Conwy Business Centre, Llandudno Junction at which the majority of leaseholders attending supported the proposal of setting up a forum for leaseholders. Future meetings will be held to achieve a mandate to agree what form the group will take. It is hoped that a flexible approach can be taken for future meetings and that the forum can be without any burden on individual leaseholders to become officers of the forum. There was a majority view from this meeting for leaseholders to hold a forum.

Engaging with our Communities Summer activities during the Parc Peulwys improvements scheme The programme of activities was organised to support health and safety on Parc Peulwys during the construction work which reached its peak during the school summer holidays. The 8

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activities were financed by Cartrefi Conwy and G. Purchase during the refurbishment of the houses on Parc Peulwys to provide activities for the young people in the community. Members of the Partnership Board also provided support with refreshments and attendance at the events. Activities included: • Bike Riding • Blue Lights – emergency services brought along activities and information • Circus Skills • Needlecraft • Drumming and Rapping sessions Some tenants joined a new community choir that made its debut in September 2012 at the North Wales International Music Festival held in St Asaph Cathedral. They were under the baton of the chart-topping Dr Paul Mealor who was propelled to global fame thanks to the sensational Royal wedding anthem he wrote for Prince William and Kate Middleton. Rehearsals took place throughout the year with Rhian Jones, head teacher at Ysgol Tan Y Marian, leading the rehearsals and management of the choir. The choir was made up of children and adults. At the festival the choir were joined by Dr Mealor's own choir from Aberdeen University and performed both of the Military Wives' hits.

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We’ll Meet Again Event An all-day event was held in March 2013 for all of our sheltered housing tenants at the Kinmel Manor Hotel. There were a variety of activities taking place on the day for the tenants, both consultative and informative, together with food and refreshments. The theme for the day was the Second World War with presentations and music from that period. All those who attended the day thoroughly enjoyed themselves and it was a big success. The day ended with a sing along in which everyone joined in. Kinmel Bay Community House At Kinmel Bay Community House a variety of sessions and events take place which encourage residents and their families to engage with us at the house whilst also taking an interest in their community for example: • Youth Space Youth Club • Healthy Living Group (Weight Matters) • Knitterbugs club • Armchair aerobics • Bird feeder and nesting box making • Willow weaving Family Fun Day at the Olympics 2012 This year the annual Cartrefi Conwy Fun Day was held as part of the Access All Eirias Weekend at Eirias Park to celebrate the opening of the London 2012 Olympics. There was a dedicated zone for tenants, which was packed with games, activities and entertainment. More than 1,000 tenants came within touching distance of Olympic glamour at their fun day.

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One of the most popular people at the annual event was charity worker Stephen Bellis. Children and adults alike flocked to have their picture taken with Stephen and the Olympic torch he carried as part of the relay team when it came to Abergele. Stephen recalled: “It was unbelievable. I feel very honoured and very proud to have been nominated to carry the torch and to be able to share it with Cartrefi Conwy tenants today."

Partnership: A collective approach to achieving our objectives Biting back at Loan Sharks This event was organised by Shelter Cymru and sponsored by Cartrefi Conwy. At the conference it was heard that many people are struggling to pay off Christmas debts and as a result loan sharks are circling, ready to pounce and plunge tenants into ever-increasing levels of debt. The conference looked at a number of issues from loan sharks to the changes in housing benefit. Delegates were informed it was vital they learn how to identify the signs of illegal money lending and help tackle the growing problem within communities. It is important we work with our tenants and other agencies to work out how we can best help. Shelter Cymru National Operations Manager, Janet Loudon, says tenants and vulnerable people need protection from loan sharks, “we have to work together and ensure tenants and illegal money lending victims can see past the intimidation and threats from the loan sharks and get the help and advice they need.”

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Stock details As at the 31 March 2013 our housing stock was 3,774 units made up as follows:

General Needs

Sheltered Properties

287

1 bed - flats

344

460

2 bed - house/bungalow

398

172

2 bed - flats

443

136

1288

3 bed - flats

4+ bed - house/bungalow

4+ bed - flats

Bedsits

2657

1101

1 bed - house/bungalow

3 bed - house/bungalow

TOTAL + 16 Non self contained properties

3,774

In addition we also have: â&#x20AC;˘ 628 Rented garages â&#x20AC;˘ 158 Leaseholders, who have purchased their properties under the Right to Buy scheme and pay an annual service charge. â&#x20AC;˘ 11 Non-dwelling commercial units

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Performance Lettings Housed from waiting list

Re-Housed priority need homeless

Transfers

Exchanges

Total

20012/13 (April - March)

233

357

2011/12 (April - March)

201

331

20010/11 (April - March)

310

390

Void loss as a percentage of rent charged: At March 2013

1.49%

At March 2012

1.31%

At March 2011

1.77%

Performance set against annual business plan taking into account major refurbishment and major works in void properties.

Rent Arrears

At March 2013

2.17%

At March 2012

2.20%

At March 2011

2.41%

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Summary of Financial Performance Where the money comes from 2012 - 13 £000’s

MONEY IN

13,933

2011 - 12 £000’s Rents and Service Charges

13,065

649

Supporting People Grant

624

270

Capital Grants

396

2,600 0

Welsh Assembly Government Grant

2,600

Other Grants

127

193

Sale of Housing Properties

427

7,500

Loans from private lenders

7,500

7 3,587

Interest Received

Other Income

360

Where the money goes

MONEY OUT

2012 - 13 £000’s 4,480

Housing Management

4,173

1,179

Services

1,109

2,969

Property Acquisitions

3,683

Property Improvements

5,395

3,126

Maintenance - Routine

2,907

9,662

Planned Maintenance and Major Repairs

5,922

117

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2011 - 12 £000’s

473

Purchases of other fixed assets

371

1,081

Interest Paid & other similar charges

766

1,208

Other Costs

566

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Board of management as at 31.03.2013 Douglas Leech Brian Horton Brian Roberts Christine Jones Mair Jones Chris Hughes Ian Jenkins Brian Leggett Robert Redhead Clifton Robinson Dave Roberts Susan Shotter Huw Evans Robert Hawkes Jim Illidge

Chair of Board Vice Chairperson & Chair of Operations Committee Chair of Development Committee Chair of Remuneration Committee Chair of Audit & Risk Management Committee

Resigned July 2013

Appointed June 2012 Appointed September 2012 Appointed April 2013 Appointed April 2013

The following also served in the year: Jonathan Cross Resigned April 2012 Jennifer Hughes Removed June 2012 Jason Weyman Resigned June 2012 Pamela Lonie Resigned January 2013 Co-opted Board & Committee Members: Jacqueline Doodson Appointed September 2012 Michael Mason Appointed September 2012 Gareth Jones Appointed April 2013 Executive Leadership 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 Leadership Team can be found on our website, www.cartreficonwy.org

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