Tenants Annual Report
2015/16
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Monmouthshire Housing Association
Introduction This year saw the Monmouthshire Housing Association Group - made up of MHA and its trading subsidiary, Capsel continue to maintain and improve its financial strength... We were awarded low risk status by Welsh Government this year. 2015/16 also saw MHA achieve a number of significant achievements and positive reviews which are detailed here...
...We couldn’t have done it without you!
Tenants Annual Report 2015-16
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Planned Maintenance Upgrades
Solar Panels on
44
140 replacement roofs
Decoration of 164 flats & 7 communial lounges
Properties
External decoration of 117 properties
Upgrading paths, gates and fencing of 300 properties
The Direct Services Organisation (DSO) Refurbished...
...50 bathrooms
...And replaced more than 90 boilers ...44 kitchens
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Monmouthshire Housing Association
We built extensions on...
5 bedsit bungalows converting them to
1 bed bungalows
Our garage programme included...
Demolishing 2 Garages to create extra car parking
We refurbished
We demolished or renewed
Garages
Garages
56
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Tenants Annual Report 2015-16
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Your Views What you thought about the internal work we did...
37%
Return rate
99%
Average satisfaction rate
“We were very satisfied with the whole project and the work carried out. Contractors were polite, informative and very professional. Thank you very much for the care taken”
“Always very pleased with all contacts and employees of MHA. Always a friendly and helpful service”
“All the MHA staff were very polite and got on with the job. All the work was done to a high standard”
Mr & Mrs Marsh, Raglan
Mr Long, Wysham
Mrs Meredith, Raglan 6
Monmouthshire Housing Association
Tenants Annual Report 2015-16
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How the DSO Did Responsive Repairs
14,200 Repairs 94% of repairs were right first time
Completed Voids
Gold Standard Introduced*
LD OUR GO
RD
STANDA
Average Cost
£3,910
• Full Decoration • Garden Tidied • Carpets in Flats • No Outstanding Repairs
Voids Completed
*This is now our regular standard at MHA
267
Heating Services
• 91 New Boilers Installed • 99.5% Gas Fired Boilers Serviced • Communal Heating Serviced in 3 Schemes
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Monmouthshire Housing Association
Disabled Adaptations
We spent ÂŁ250,000 Last Year 64 adaptation projects completed including:
Level Access Showers
Ramps
Stairlifts & Grabrails
Electrical Services
We installed:
CO2 Detectors
Solar Panels
Fire Alarms
Tenants Annual Report 2015-16
Lighting Upgrades (to low energy LEDs)
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The Direct Service Organisation (DSO) Changed Names... ...We’re now
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Building Services
Monmouthshire Housing Association
Building Services New Builds
&
Tendered for 2 semi-detached homes in Shirenewton project managed quality control health & safety checks. ...as well as undertaking:
Carpentry
Electrical Installations
Heating & Plumbing
Plastering
Decorating
Roofing
Walls
Kitchens
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Building Services also managed subcontractors for:
Groundworks & Landscaping
Timber Frame Construction
Patios, Roads & Paths
They carried out external contracts for other clients: • Bristol Charities - Responsive repairs and maintenance • Monmouthshire County Council & Torfaen County Bourough Council Disabled adaptations for private clients • Abbey Fields Society, Wales - Responsive repairs & disabled adaptations
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Monmouthshire Housing Association
Tenants Annual Report 2015-16
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Development We completed 5 new developments Trevor Bowen House, Monmouth
Majors Barn, Abergavenny
Thornwell Road, Chepstow
14 x 1 bed flats & 6 x 2 bed flats
4 x 1 bed flats & 2 x 2 bed flats
6 x 1 bed flats, 7 x 2 bed flats & 3 x 3 bed flats
Sandy Lane, Caldicot
St Davids, Abergavenny
2 bed adapted bungalow
4 x 1 bed flats & 2 x 2 bed flats
49 Affordable housing units 12 Homes for open market sale - Cross
subsidised building (Trevor Bowen House) 14
Monmouthshire Housing Association
Future Feasibility Works
We started feasibility & construction work for 7 schemes to provide an additional 58 homes in 2016/17.
Contract values on development work totalled
£6,071,325 in 2015/16
What’s coming next. • Llangynidyr, Powys • Llys Y Brenin, Abergavenny • Llys Llywelyn
Tenants Annual Report 2015-16
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Paying Your Rent Improving Services
It’s now easier to pay your rent: Our telephone payment line is now
open until 5pm on weekdays
New rent payment dates
New ways to pay using Allpay
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Other Ways to Pay
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Monmouthshire Housing Association
24/7 Automated Payment Line Free Allpay Mobile App Pay by Text
12 1 11 2 10 3 9 4 8 7 6 5
Tenants Annual Report 2015-16
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Homesearch Homesearch
The Homesearch app has been downloaded 541 times. More bids are being made via the app than online...
...Up 90%
1,655
Last year the Homesearch team registered 1,655 applicants...
...& let 18
312 properties for MHA.
Monmouthshire Housing Association
Bidding on a Property
We made it easier to bid if you’re looking to move to another MHA property:
You can bid anytime
Our improved system means that you don’t have to wait for a new cycle to see new properties - They’re updated when they become available.
• • • •
You can bid: Online at www. homesearch.co.uk Over the telephone Via our app At a One Stop Shop
...and if you need extra help to bid, we can help you - just ask!
Want to swap? You can swap your home via the Homeswap Wales service.
www.homeswapwales.co.uk • Tel: 0345 900 2956 Tenants Annual Report 2015-16
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Financial Inclusion The Money Wise Service helped save:
£2,202
via helping tenants switch to using Water Meters
£10,250
via the Welsh Water Social tariff Help U
£1,260
via Warm Home Discount
£3,917
via energy switching
£1,891
via previous scheme Welsh Water Assist
£19,520
A total of was saved through energy and utility advice. We consider this a key form of support in helping those affected by fuel poverty.
If you’re struggling to pay your rent or bills, we can help you! Call 01495 767182 20
Monmouthshire Housing Association
Case Study #1 David Cox “I’ve worked all my life. I was a builder for many years. I’ve been a roofer and even a pub landlord. When I was informed I’d be moving to Universal Credit, which is managed online, I had concerns as I’d never really used digital technology. MHA were able to give me a tablet and Cally [MHA Neighbourhood Officer] has helped me learn how to get to grips with it. I use it to look for full time work and it’s helped me massively in getting ready for Universal Credit.” David was one of the first people in Monmouthshire to apply to move onto the government’s new Universal Credit system. Universal Credit is a single, monthly payment replacing Jobseeker’s Allowance and other work-related benefits. The Universal Credit payment includes rent, which people then need to arrange to pay to their landlord themselves. “I enjoy my MHA home and the community where I live, so paying my rent is important. I now want to get back into fulltime, permanent work.”
Tenants Annual Report 2015-16
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Work & Skills Wise Work & Skills Wise worked with 152 tenants in 2015/16
27 tenants gained employment
27 were placed into voluntary placements
1 went to university
62 tenants took courses
17 bursaries were awarded
7 completed the MHA accredited Job Seeking Skills Programme
Our pathway to careers scheme has placed 9 people into work this year.
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Monmouthshire Housing Association
Case Study #2 David Pepper – MHA Adult Learner of the year, 2015 After spending three years as a carer for a family member, tenant, David needed a job that fitted in around his responsibilities at home. After re-training as a support worker at college, David now works with adults with learning difficulties. He admits adjusting to the changes in his life have been difficult at times, but feels the support he’s had from MHA has enabled him to move forward. “Cath [MHA Work & Skills Wise Officer] has helped me enormously. She’s always been there for me, offering support and advice over the phone and hearing about my progress through the course. Cath’s always genuinely pleased when I have good news to share. I’ve been able to access IT support through MHA during my training and Cath helped me find volunteer work in a hospital which played a huge part in helping me get paid work. Cath was able to find roles that suited me and my skills and enabled me to get some great, practical experience.” “I earn more now in work than when I was on benefits. And although my bills are higher now – mainly due to the fact I’m running a car again – this in itself is a positive thing as I can get out and about more easily. “I feel positive about being in work and, while it may be a cliché, I feel empowered and in control again. My new career enables me to get out and work with a great team, but also manage my extra responsibilities at home.”
Tenants Annual Report 2015-16
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Tenant Engagement 14 people qualified on our computers course. 4 families benefitted from support from lifestyles and smiles. 4 Schools were involved, providing learning through play to between 10 & 40 children each session with 4 more schools set to take part.
Tenants were recognised for their work in their community at our Making A Difference Awards.
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Monmouthshire Housing Association
62 dads felt better supported 34 dads felt an increase in personal confidence & 32 feel better about themselves
51 dads have become involved through digital networks & peer support
28 dads benefitted from 1-2-1 & peer support & 32 attended support sessions
23 dads attended courses or sessions & 10 gained an informal qualification
29 dads and their families attended an organised trip or activity
5 were put into work placements
16 dads completed their CVs
10 dads gained legal advice
Tenants Annual Report 2015-16
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Customer Services Our Response to You Number of calls received
Calls Received
36,188
Calls handled
34,101
Abandoned calls
2,087
Average time taken to answer a call
15 SECONDS
Live Chat ...is Here
Voicemails Actioned
376
Number of Estate Management requests raised by the CSA team
Number of Anti-Social Behaviour complaints logged by the CSA team
211
56
Number of callback requests
1,015 26
Monmouthshire Housing Association
Governance How We Run the Business
We’re still one of the highest performing and largest housing associations in Wales. We were awarded a Pass for financial viability which means that we are well placed to meet our financial commitments.
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Your Board
Tenant Members
Ken Bucknall
Sandra Flanagan
John Barrow
Gary Witcombe
Council Members
Peter Clarke
Ann Webb
Sue White
Alan Wintle
Independent Members
Andrew MartynJohns (Chair)
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Barry Gallagher
Lynnette Glover
Monmouthshire Housing Association
Andy Jones
Sandra Flanagan Biog:
I have recently retired after spending my working life in accounts. Before retiring I worked in a solicitor’s practice as a legal cashier. Apart from the accounts, I had access to clients’ files which were private and confidential. I am interested in people and feel I could contribute to the Board of Management as a retiree would have the time to apply myself to the role.
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0345 677 2277 customerservices@monmouthshirehousing.co.uk www.monmouthshirehousing.co.uk Monmouthshire Housing Association Nant-Y-Pia House, Mamhilad Technology Park Mamhilad, Monmouthshire, NP4 0JJ facebook.com/Monmouthshire.Housing twitter.com/mon_housing
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