Annual Report
2011/2012
Chairman's Review This report provides information for our tenants around how we meet the regulatory standards and our Local Offer. It also demonstrates how CHA has provided opportunities for tenants to scrutinise performance and how we have made use of external validation through peer review and benchmarking. My comments aim to support how we have met the Governance and Viability Standard set by the Regulator. The Association continues to embrace change in order to keep pace with the fast moving operating environment. This year we have streamlined our structure following the departure of the Housing Services Director and consolidated staffing by recruitment of permanent posts to replace temporary or consultancy staff, this has been welcomed by staff and our tenants. We have also moved forward with our governance arrangements. This year the Board has adopted the 2011 NHF rules, considered the new regulatory framework introduced by the Homes and Communities Agency and strengthened its appraisal process. Changes to membership of the Board have led to a recruitment exercise and a prospective member, an accountant experienced in our sector, is shadowing the Board at the moment. The Board has taken a strong interest in the likely impact of Welfare Reform for tenants and the organisation as a whole. It has agreed that CHA will be proactive in finding solutions for tenants where possible and has agreed some initial changes to our allocations policy which allow us to consider the welfare reform implications for our tenants. Benchmarking reports demonstrate CHA performance is above the national average in many areas. The strong performance in income management and the work already done to prepare for the changes coming out of welfare reform will assist the Association in dealing with external pressures that will inevitably impact upon the business in the next financial year.
Meeting Standards CHA performance is amongst the best in the sector. This includes the largest and smallest housing providers in England
In 2011 Community Housing And Re-enablement Team (CHART) celebrated its 10th anniversary and in this special year, and up against some very worthy competition, the team won the prestigious “Mersey Care NHS Trust Team of the Year Award�. They also produced a special commemorative booklet that recorded some of the team’s achievements over the last decade.
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CEO our organisation The updated staffing structure provides stability and greater strength to CHA. The Association’s work on values has been embedded and we have introduced revisions to the appraisal process that will ensure our values stay at the heart of all we do. Using Skills and Projects, an affiliate of Housemark, we continue to benchmark our performance with other small providers and can also compare how we measure up across the sector in a number of areas. Overall performance is very good and compares favourably when benchmarked against our peers and the sector as a whole. The charity shop also continues to demonstrate improving performance despite the difficult economic operating environment. The new website provides an additional resource to our customers and partners as well as adding strength to our communication framework. We have engaged with social media entering the world of Twitter to enable faster communication to our followers and also delivered some IT training for a number of tenants as a small step forward towards digital inclusion. We completed refurbishment works to the charity shop and alongside this, a review of Health and Safety practices. This has provided a more pleasant, improved and safer working and shopping environment. The shop also gained greater visibility via the CHA website and has established its own eBay account where it can maximise the sale value of special interest goods. Proceeds from the shop have provided support to a range of community activities. The Association is committed to equality and diversity and the tenant survey will enable analysis of views across our diverse customer range. It will be particularly helpful in assessing any specific issues raised by supported clients (12% of our tenants).
Doug Mellor Retires after 27 years It is certainly the end of an era and we all feel a great sense of sadness that Doug has decided to retire from CHA. Without his endless skills, dedication and commitment, the organisation would not be as strong and valued as it is today. His calm and caring attitude has supported many tenants, staff, board members, and even partners over the years. Doug will not sit idle in retirement we know how he loves the outdoors and he also has a long list of DIY jobs at home that will keep him busy for at least a decade. He will always be welcome at CHA and we all wish him well in the future.
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Our Tenants and their Homes
Meeting Standards CHA has organised training for tenants in a range of areas including Tenant Scrutiny and Information Technology
CHA tenants work extremely hard with staff to understand and influence how we determine and deliver our business objectives. They engage in a number of areas, for example each year tenants attend CHA’s annual business planning event where they are involved in setting strategy and have the opportunity to influence key business activities. Tenants also attend the regional tenant conference organised by NWSTAND, the training arm of a collaboration of smaller community housing associations, across the North West. Meeting Standards
The tenant Scrutiny Panel takes an in depth Tenants engage at look at how services are provided and how they many levels, Board, are operating. This year it has focussed on the Scrutiny Panel, Local Offer with a particular interest in the Tenant’s Advisory provision of communal services. The panel has Panel, the Business been taking action to contact tenants who have received repairs Planning Away Day, or received communal services, but who have not completed a the Annual Open satisfaction questionnaire. The results of this exercise together Meeting, Board Sub with the information we have formally received will be Groups... analysed and where possible used to improve the services we provide. The panel continues to develop and is gaining in confidence. New members have recently joined and this has provided a good opportunity for the panel to revisit its terms of reference and consider a more formal approach as to how it sets its objectives.
Meeting Standards The Scrutiny Panel continues to review communal services to ensure quality and value for money.
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Tenants receive performance reports and information regarding CHA activities and can challenge and debate issues arising from these reports. We have developed a ‘you said we did’ feature in our newsletter and provided a ‘contact us’ feature on our website. Newsletters regularly include articles submitted by tenants. We introduced the Local Offer to tenants in April 2011 and we will review it this year in consultation with the Scrutiny Panel to ensure that it continues to address tenant’s priorities.
81% expressed a positive view when asked if CHA listens to tenants’ views and acts upon them
We have complied with all aspects of our Local Offer in respect of Tenant Involvement, Meeting Standards Your Home and Your Tenancy and Continuing to these can be evidenced in our invest in your regular reports to Board, Scrutiny homes is a key Panel and Tenants Advisory Panel. priority. Last year However performance in respect we spent more on of Neighbourhood Plans and communal services provision is below improvements to the targets agreed. Specifically tenant satisfaction with gardening, communal and your homes than the average for the window cleaning have consistently been below the 98% target levels. Despite taking sector. of tenants a range of actions to address this we have expressed a seen only marginal improvement and we continue to work with the positive view Scrutiny Panel to address this.
94%
about the
Welfare Reform was identified as a key business driver at this year’s services business planning event. We have taken steps to ensure that we provided by CHA maximise our assets and wherever possible do not under occupy stock for new lettings. We have contacted existing tenants who are likely to be affected so that they can fully understand the implications and talk through the options they may have. The Association met its nominations agreement with Sefton Council and also served the needs of existing tenants where it was possible to meet their request to transfer to another home. This was particularly important where the move addressed under-occupation and helped us expressed a to maximise the use of our assets. positive view
91%
about the Investment works were escalated during the quality of their year in anticipation of the Energy Efficiency Programme (EEP) which was being home
Meeting Standards We demonstrated improved performance in all repair categories and exceeded the average for the sector
considered by the Association. The EEP was due to attract significant grants and
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loans and it is very disappointing that despite being progressed to an advanced stage the programme has not proven possible to deliver. As a result of the significant investment already made in our stock together with the impact of implementing depreciation as required by changes to component accounting there has been a reduction in the Association’s surplus position. Steps to start actively rebuilding the surplus will be taken during 2012/13. CHA continues to offer the most secure form of tenancy available. Rent is a critical factor for tenants and our annual rent increase at 5.1% complied with regulatory guidance. Even with the increase, our rent levels are below average levels for Meeting Standards the sector.
Value for Money We seek to maximise rental income through a firm but fair approach to rent collection. Last year we collected 100.16% of rent due
CHA minimises rent loss through letting void properties promptly, with turnaround of lettings averaging 17.9 days last year compared to the national average of 26.5 days. This combined with an effective income management procedure helped to reduce our rental income losses to less than half of the sector average.
The Association continued its partnership in the Future Jobs Fund and alongside Sefton Council recruited a further two trainees for the charity shop. A vacancy became available in the shop during the year and this position was filled by a Future Jobs Fund participant. CHART also continues to provide training placements for social work students. All stock meets the Decent Homes Standard.
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86% are satisfied that their service charges provide value for money
91% are satisfied that their rent provides value for money
93%
There is no waiting list for adaptations. There were no evictions during the year.
of respondents expressed a positive view about the repairs and maintenance service
The Association has developed a recycling scheme that salvages components for re use in respect of heating repairs and works to external fabrics of buildings in the conversation area. This is proving very successful in terms of reducing the costs of expensive replacements and the time spent sourcing suitable materials that maintain the architectural integrity of buildings. It has also improved the speed at which repairs are completed.
Alongside our significant improvement works we introduced a more efficient entry system to our flats and installed a number of rain water collection butts. These will reduce water services costs for tenants and streamline access to properties for contractors thereby improving repairs delivery.
Tenant Survey Results We have just received the results of our 2012 tenant survey. Tenant satisfaction with our services is tested in a variety of ways throughout the year. However this survey, following the new STAR framework, provides us with valuable feedback from a high concentration of tenants at a single point in time. Every tenant was invited to take part in the survey and we are delighted to report a 61% response rate. 245 tenants The results are responded to the extremely positive and survey giving a demonstrate CHA response rate of performance in the upper quartile 61% - our nationally in six out of highest since the seven STAR areas. 2005, thank you In the 7th area we for giving your missed the upper time to tell us quartile by only 2% .
what you think
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Partnership working – Community and Neighbourhood CHA staff and Board members are actively involved with a range of community partners and statutory agencies including the Crosby Area Partnership, Sefton MBC, Sefton PCT, Friends of Groups, Waterloo Traders, Waterloo and Seaforth Resident Groups, Sefton Womens and Children’s Aid. To facilitate local groups and partnerships CHA provides meeting facilities for partner meetings. CHA works closely with the Local Authority and has taken the lead in re establishing neighbourhood walkabouts with the community and other local partners. The group identifies issues and seeks solutions to address these from a multi agency perspective. Once again the Association coordinated community Christmas celebrations in Seaforth and Waterloo. CHA led the events with each culminating in a grand Christmas lights switch on by the Mayor of Sefton. Community performances from local schoolchildren, choirs and dancers together with a range of stalls and food from local restaurants, made the events special for the hundreds of people attending. In December 2011 Mandy Elliott, Chief Executive of CHA was elected chair of the National Housing Federation (NHF) the national group for small housing providers. The Association continues to take a lead role in the NHF North West Meeting Standards Community Housing In order to identify Forum and is working community concerns together with its small we lead regular housing association partners, through (NWSTAND) to deliver neighbourhood training courses tailored to its needs. As in previous years NWSTAND can report high satisfaction with the three key walkabouts with conferences delivered during 2011-12 and also the high quality community Welfare Reform training it developed for staff. representitves, Working with partners, CHA led on the development of an area strategy for Seaforth and Waterloo. The Waterloo
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councillors and other partner agencies
Meeting Standards Value for Money Our average management costs per dwelling are less than the average for the sector
element of the strategy has taken a welcome step forward over the last couple of months with a Waterloo bid to become a "Portas Pilot", a expressed a competition to secure up to ÂŁ100,000 positive view of funding, launched by retail guru about the Mary Portas, and Local Government neighbourhood Minister Grant Shapps. Although the in which they live bid was unsuccessful the partnership is confident that the progress made has helped to take the strategy to the next stage and provides a platform upon which to build.
87%
CHA took the lead in providing a written response on behalf of our local community to the Peel Holdings Port Expansion Plan consultation. CHART is hosted by CHA and is funded externally through the Department of Health and the local authority. The team continues to provide a valuable service to Mersey Care NHS Trust, Health Commissioners, the Local Authority and housing providers by helping people with severe and enduring mental illness across Sefton. Working with Health Commissioners, the new manager of the team has secured agreement together with additional funding to expand the team’s role outside of Sefton and into Kirkby for a period of twelve months. From June 2012 additional staff have been recruited for the pilot project.
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Great News - Tenant Survey 2012 STAR Core measures The STAR framework has been adopted by the sector and it provides the best source of performance comparison for tenants to assess our performance against other housing providers in key areas. CHA will pay particular attention to the findings for these measures. The framework includes seven core measures of tenant satisfaction:
CHA Performance in seven STAR categories 100 80 60 40 20 0
2012
2009
CHA performance is in the upper quartile nationally in six out of the seven STAR areas In the 7th area we missed the upper quartile by only 2%
Performance comparisons The survey results include performance comparisons with other social housing providers for the seven core STAR satisfaction measures and with the findings from the survey carried out in 2009.
We will work more closely with support providers to understand the issues faced by our tenants who receive support
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Performance is measured in quartiles. Results in the upper quartile reflect performance that is within the top 25% of the whole of England.
Data Analysis We are working with Skills & Projects to analyse the data in some detail. For example comparing satisfaction levels of supported tenants alongside general needs tenants. Looking to see if particular household types, e.g. families with children have a different view to older people etc. We will use this information to improve services and target our resources in the most effective way.
Respondent profile 56% of respondents said that the day-to-day activities of someone in their household are limited because of a health problem that is expected to last at least 12 months.
Household composition with children without children
53%
We will show how the population housed by CHA is in line with the population living in Sefton as a whole and our area in particular
47%
Age profile 3% 2% age 60 or more age between 26-60
Gender female
48% 52%
58%
37%
under 25 unknown
male
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Neighbourhood issues 2012
In 2009, the top three neighbourhood issues identified were car parking, noise from traffic and drug use / dealing 64% of respondents live in general needs accommodation and 38% live in supported accommodation.
44 17 30
20
44
rubbish or litter
30
car parking
22
pets
20
noise from traffic
17
drunk/rowdy behaviour
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92% of tenants who had contacted CHA in the past 12 months, expressed a positive view about the overall experience. 92% of respondents said CHA provides the services that they expect and 93% said CHA provides those services effectively and efficiently. 87% of respondents believe CHA will act in response to the survey findings.
Plenty to focus on Despite the high performance we are not complacent and still want to understand the needs of those people less satisfied with our service.
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We will look at data analysis to see if particular households are more or less satisfied than others
Repairs Completed Within Target
Lettings April-March Arawak
Arawak
Ashton Pioneer
Ashton Pioneer
Crosby
Crosby Forum
Warrington
Warrington
Average
SPBM 0
%
2
4
6
8
10
HouseMark
0
Arrears, Void Losses and Rent Written Off
20 Emergency
40 Urgent
60
80
100
Routine
Arcon Ashton Pioneer Crosby Warrington
How each £1 of net rent was spent during 2011/12
SPBM HouseMark
0.0
0.5
1.0
1.5
Current Arrears
2.0
Void Losses
2.5
3.0
3.5
3.1p 3.3p
Written Off
Average GN Rent (Gross)
21.6p
3.1p
Loan Interest Payable
3.3p
Surplus before Taxation
52.9p
Repairs and Maintenance
19.1p
Property Management and Tenant Support
21.6p
Property Depreciation
Arcon Ashton Pioneer
19.1p
52.9p
Crosby ECBHA Family PNW £
0
10
20
30
40
50
60
70
80
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Finance
Income and expenditure in the year ending 31 March 2012
Our income from rents and service charges, the Charity Shop, revenue grants and interest received was ..........................................................£1,786,822 We spent on management, repairs and maintenance, services, loan interest payments and Shop expenses ........................................................-£1,722,790 Leaving us with a total surplus of ..............................................................£64,032 Then we set aside the Charity Fund surplus ..............................................................£15,369
Giving a net total value for fixed assets of ..........................................................£5,425,058 Plus current assets (cash and amounts owed to us) ............................................................£206,023 Less current liabilities (what we owe to others) ..........................................................-£282,603 Giving a total for all assets less current liabilities ........................................................£5,348,478 This is made up of
Leaving a net surplus added to general reserve ..............................................................£48,663 Balance Sheet Housing assets By the end of the year we had housing assets at cost, including capital works ........................................................£16,563,709 Less capital grants received and depreciation ......................................................-£11,486,478 £5,077,231 Plus other fixed assets (offices, shop, computers, equipment etc) net of depreciation ............................................................£347,827
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Loans long-term housing loans ............................................................£947,434 Shares each member holds a £1 share ....................................................................£21 Charitable reserve - from Shop and donations ............................................................£119,651 Accumulated surplus carried forward ..........................................................£4,281,372 £5,348,478
Information reflects position from April 2011
CHA Carolyn Bowfield..............Operational Support Assistant Ami Bourke ..............Housing Officer (April 11) Sheila Duffy......Operational Support Assistant Mandy Elliott ............................Chief Executive Angela English....Operational Support Assistant Steve Evans ......Finance & IT Manager (Jan12) Vincent Fox ......................Operations Manager Malcolm Gilbert....................Technical Services Manager (June11) Paul Heery ............................Housing Services Manager (April 11) Doug Mellor ..........................Finance Director Esther Rice ......................Housing Officer (p/t) Gayle Shacklady ......Finance & IT Officer (p/t) Geoff Wall ....................Maintenance Assistant
Board Members continued Margaret Roberts Lol Walters Lee Mattocks Phil McNulty Ronnie Hughes to Sep 11
CHART Christine Gates ..............Support Co-ordinator Karen Kay ......................Housing Co-ordinator Colm Quinn....................Homelessness Officer Mary Threlfall ..........Tenancy Support Worker Mina Valentine ..................Manager Seconded Merseycare Ian Mitchell ..........................Tenancy Support Worker (Jun 12 p/t) Michelle Edge..........................Housing Support co ordinator (Jun 12)
Charity Shop Stephanie Morris..........Charity Shop Manager Kim Roberts ........Charity Shop Assistant (p/t) Teresa Johnson ......Charity Shop Assistant (p/t)
Board Members Nick Thompson ................................Chairman Helen Goodband ......................Vice Chairman Paul Davies Mary Navaratnam Margaret Pickthall
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Crosby Housing Association Ltd 10 Church Road, Waterloo, Liverpool L22 5NB Telephone: 0151 920 7300 Fax: 0151 949 0717 E-mail: enquiry@crosby-ha.org.uk www.crosbyhousing.org.uk Registered with the Tenants Services Authority No. L1719. An exempt charity incorporated as an Industrial and Provident Society No. 19175R. Member of the National Housing Federation registered under the Data Protection Act No. G04411988.
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