INSPIRAL ANNUAL REPORT
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CONTENTS
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04
ABOUT INSPIRAL
06 - 07
MESSAGE FROM CHAIR
08 - 09
HIGHLIGHTS
12 - 13
BIG NUMBERS
14 - 15
RESIDENTS
16 - 19
LIFETIME HOMES
20 - 23
GET OLDHAM WORKING
24 - 27
WHAT MATTERS MOST
30
SENIOR STAFF
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ABOUT INSPIRAL
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Oldham Council chose the Inspiral team to deliver its £113 million Gateways to Oldham housing and regeneration project to transform four areas across the Borough – Crossley (Chadderton), Dew Way (Westwood), Primrose Bank, Medlock Vale/Coppice, and the old primary school site of Keswick Avenue, Fitton Hill.
Inspiral consists of John Laing as the lead investor, developer and manager. Great Places Housing Group is co-investor and developer providing neighbourhood and estates management services. It also owns and manages 17,000 homes across the North of England and has operated in Oldham, from its Union Street office, for over five years.
The Gateways to Oldham project started in December 2011 with several hundred new homes being built and many more refurbished in the following years. New public spaces, community facilities and car parking are part of this regeneration. Inspiral is contracted to manage the new neighbourhood for a total of 25 years.
Wates Living Space is constructing new homes, modernising existing council homes and providing longterm maintenance. Wates’ repairs team is now also based at the Great Places offices in Oldham town centre.
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MESSAGE FROM THE CHAIR of inspiral Board of Directors The PFI project started in December 2011, and the past twelve months have arguably been the busiest period for Inspiral. We’ve seen hundreds of new homes completed, both refurbished and new build, resulting in high quality, energy-efficient homes for the people of Oldham. Customer service is our number one priority, so it’s very pleasing that residents have reported high levels of satisfaction since December 2011, including over 90% since February 2014. With the completion of the homes program in December 2014, we’re looking forward to ensuring we maintain these high levels of satisfaction by aligning our neighbourhood services as closely to customers’ needs as possible.
together and work in partnership with their neighbours and service providers to ensure the PFI regeneration results in vibrant, cohesive and engaged neighbourhoods. It’s also great to see local residents so excited and committed to their neighbourhoods given the large amount of construction work that has been ongoing for several years. Now we’re reaching the end of the build phase, you can tangibly see the effect this work is having on these neighbourhoods – they’re being transformed into vibrant places to live.
We’ve also seen the completion of two brand new community centres, one in Chadderton and the other in Primrose Bank. Activities focusing on health and well-being, education, and digital inclusion are just three examples of what’s on offer. Both centres are managed by local volunteer residents and Inspiral staff, and are another shining example of the positive work the PFI regeneration project is achieving across Oldham. The coming year will present some unique challenges for Inspiral and our customers, with large new communities starting to come
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Chair, Stuart Yeatman
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HIGHLIGHTS Community Centre management committees have agreed to employ a locally-based apprentice, (aged 16-24) to assist with the day-to-day caretaking duties at the community centres and wider neighbourhoods. Recruitment is ongoing alongside the Get Oldham Working program
Brand new resident association constituted in 2013 at Crossley, Chadderton. A number of neighbourhood-wide events have taken place
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Resident-led management committees have elected Chair, Treasurer and secretary at both the Primrose Bank and Crossley Community Centres
Village greens at both Primrose Bank and Crossley were completed in December 2014. Village green at Keswick Avenue will open in early 2015. Children’s play equipment is installed at all.
Allocations across all neighbourhoods have achieved the required local lettings requirements – allocating new homes to households that qualify for the borough-wide Working Extra scheme. In some neighbourhoods up to 80% of all allocations have gone to households who are in employment or training
77 newbuild homes completed and fully occupied in November 2014 on Keswick Avenue, Fitton Hill
Refurbishment of existing homes completed – 44 properties fully refurbished and completed at Primrose Bank in July 2013. 121 newbuild homes completed December 2014
Primrose Bank Community Centre completed in December 2014 with opening events planned in 2015
36 newbuild homes fully occupied at Dew Way, Westwood since Oct 2013
30 volunteers recruited for running of two new resident community centres
Refurbishment program of existing homes completed – 273 properties fully refurbished and completed in June 2013 in Crossley. 83 new build homes completed and fully occupied in Dec 2014
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Joanne Cumberbirch, Crossley resident since childhood, outside her new home on Kent Ave
Peggy Cooke and her daughter Gillian at the opening of the Crossley Centre in Chadderton
Coppice Rangers FC celebrating their funding award of £1,000 from Great Places Residents’ Fund for new kit and equipment
Paul Mayberry and Michelle McGahey outside their home on Primrose Bank
Caroline Roach, Anisa Akhtar and Jasmine Bertenshaw, local housing apprentices on the Oldham PFI project Primrose Bank residents on Ashton Road
10 extra applicants Claire Hawkshaw and Working partner Vasile in their new home on Thornby Ave
11 11 Melanie McGillick in her newly fitted hairdressing salon on Denton Lane
NUMBERS
£113
MILLION 2 NEW
CENTRES
WHEELCHAIR ACCESS HOMES
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REFURBISHED HOMES
INVESTMENT
£40,000
COMMUNITY
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327
30 RESIDENT VOLUNTEERS RECRUITED FOR COMMUNITY CENTRES ROLES
315 NEW HOMES FOR RENT
3 BRAND
NEW PUBLIC
OPEN SPACES
START UP GRANT FROM GREAT PLACES TO THE COMMUNITY CENTRE MANAGEMENT COMMITTEES
1 NEW RETAIL
UNIT
131 HOMES
RECEIVING FREE OR REDUCED COST IMPROVEMENTS
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RESIDENTS
CARETAKING AND CLEANING
123 ADDITIONAL ESTATE-BASED JOBS REPORTED BY RESIDENTS AND COMPLETED BY THE CARETAKERS: REMOVING FLYTIPPING, GRAFFITI, LITTER-PICKING
We put residents at the heart of everything we do. The impact of welfare reform has hit some of our residents hard. We’ve continued to provide them with the support they need to deal with the changes either through downsizing, money management or signposting them to specialist services.
We’ve also organised numerous community events to galvanise locals to engage with us. Our community centres at both Primrose Bank and Crossley have created fantastic central hubs and are making waves far beyond their immediate reach. The running of the centres is undertaken by over 20 local resident volunteers.
QUALITY CONTROL
8 TRAINED RESIDENT MYSTERY SHOPPERS
WORKING WITH COUNCIL
12 ESTATE INSPECTIONS CONDUCTED
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TENANT LEASEHOLDER PARTCIPITATION
8 RESIDENTS’ GROUPS NOMINATED FOR GREAT PLACES COMMUNITY STARS AWARDS, CELEBRATING RESIDENTS WHO GO THE EXTRA MILE IN THEIR COMMUNITY
SUSTAINABILITY
3 X LOCAL APPRENTICES EMPLOYED WITHIN FRONTLINE HOUSING SERVICE
his house has Liz Moss, resident: “T my life. I’m not absolutely changed I don’t have to depressed like I was. me out of the rely on people to get somewhere house. If I want to go fore I had on my own, I can. Be ssible. I can steps and it wasn’t po sily.” manoeuvre around ea
Paul Mayberry, re sident (Primrose Bank): “They’ve really tidied up the areas, which has made a real di fference to the feel of the plac e. I’ve also noticed much mor e activities going on in the ne ighbourhood.”
for Peggy Cooke, treasurer : up gro ts’ Crossley Residen unity “The opening of this comm me. to ch centre means so mu for I’ve lived in the same house r had a 46 years and we’ve neve fore.” be s thi community room like
SUSTAINABILITY
OVER 14,000 PEOPLE READING PFI PROJECT STORIES ON SOCIAL MEDIA
Mahmood Azhtar, resident: “I’m a new resident with a disabled daughter. Our new house is designed for wheelchair users so it’s much better for us.”
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LIFETIME HOMES
An adapted home at Primrose Bank
Newbuild homes developed as part of the Gateways to Oldham PFI have included a number of standards and best practices in order to minimise the need for people to move out should their circumstances change. New homes have been developed in line with Design for Access 2 guidance, have achieved the Code for Sustainable Homes Level 3 and the 16 requirements needed to be regarded as Lifetime homes. They include: • Parking spaces within a set distance from the home • Automatic entrance doors for communal grouped schemes • All approaches to homes within a set gradient level • Movement in hallways and through doorways convenient and conforming to set minimum widths • Enough space for turning a wheelchair in all dining and living rooms • All WC and bathroom walls capable of firm fixing and support adaptation installations ie grab rails • Homes have been designed for easy retrofit of a stair lift • Bedroom and bathroom ceilings capable of supporting ceiling hoists
Comply fully with Design For Access 2 and Part M of the Building Regulations (Dwelling)
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Gold Standard for the Quality criteria from Building for Life
317
homes fully comply with 16 criteria of Lifetime Homes
All homes achieved full certification of the Code for Sustainable Homes Level 3
15 wheelchair access homes
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LIFETIME HOMES Moving home at any time in your life can be a stressful experience. But when you have to leave a place you’ve invested memories in for years because of something that’s out of your control, it can be even more heart breaking. This was a reality for former Royton resident Liz Moss when she lost her leg nearly two years ago. “I loved my little house but I could no longer get downstairs, had no toilet to go to – just a commode – and I was sleeping on the settee. I realised I had to widen my horizons in terms of housing and this came up,” she enthuses. Liz put herself on the council’s waiting list, and because she met certain criteria, was allocated a spacious, wheelchair friendly home close to Ashton New Road. She says the process was really smooth, and made much easier by the dedication of PFI neighbourhood officer Mary Lofthouse.
Its three bedrooms, with one downstairs, have given Liz’s daughter, who’s also her carer, a comfortable place to stay but apparently cleaning it is a nightmare because of the large space downstairs! So does Liz plan to stay for the foreseeable future? “It took me a while to get used to but I’ve got really good neighbours. They brought a curry round when it was Eid and delivered me some cake from their little girl’s birthday. They all stop and chat – it’s very friendly,” says Liz. “My friends also think this place is absolutely wonderful compared to my other house. I just love it round here, nobody bothers you.”
NUMBERS ACCESS ALL
AREAS
“This home has absolutely changed my life”
It’s an understatement to say this home has made a difference to Liz. “It’s absolutely changed my life,” she exclaims. “I’m not depressed like I was. I don’t have to rely on people to get me out of the house. If I want to go somewhere on my own, I can. Before I had steps and it wasn’t possible. I can manoeuvre around easily.”
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GET OLDHAM WORKING Oldham PFI is not just about building homes and communities, it’s also about giving local people opportunities.
£81k
£157k spent with
contributed to local good causes and charities
41 apprentices supported in NVQ level 2 qualifications
174
new entrants created, including 109 full time paid positions
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Local people attended a ‘Get into Construction’ course Wates ran in collaboration with the Prince’s Trust
9,836
paid weeks offered
Social Enterprises
£14.5 million
spent with local businesses across the four sites
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local people attended an accredited Wates ‘Building Futures’ course
1,120 unpaid weeks offered
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work experience positions with 33 of these placements leading to employment
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apprentice/ volunteers gained employment with housing services
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20 Caroline Roach has successfully secured a permanent job with Great Places Housing Group
Ali Hussain is a Glodwick resident who grabbed an apprenticeship opportunity and is now on his way to becoming a compliance co-ordinator.
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I was at university doing Politics and didn’t have any idea what I wanted to do. I was at a crossroads so I started looking for jobs. I did some volunteering in administration at a local business and they got me in touch with Angela Hough, the employability co-ordinator. I started off as an apprentice but I’m now looking after all the Oldham PFI sites. I’m involved in everything. From setting up safety files for all the sub-contractors to supplying documentation for those who come to inspect the properties. I work with site managers and design managers to get all the documentation ready for the final checklist, which is a list of requirements required by the council and Great Places. Before the handover to residents I also create a home owner guide with all the certification that’s needed. It’s a real learning curve and I’m still learning. It’s very varied. I’m hoping to go back to university to complete an HNC. I’m definitely a convert to construction now. I think the design of the new houses is great. It’s a move away from the Victorian terraces to something very modern. I’m lucky because I had a hand in doing this. To be able to say you’ve been part of shaping your own community makes me proud. My father passed away a couple of months ago but he was overjoyed to see me get this job.
Dan Gregg became a multi-skilled operative in 2012 and has been a Crossley resident all his life.
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I’m working all over Oldham, day-to-day – we’re just everywhere. Usually I’m helping out with the fork lift truck drivers but I’ve done all sorts of snagging and am just using the skills that I’ve got. I already had some experience and equipment. I had nothing before I got here, it was really hard to get work – everyone was the same. I’ve been here nearly two years. After volunteering to clean the site cabin I was offered a job by Wates. It’s great because I can just walk to work – it’s so easy, there’s no travelling. At the moment I live on Rochester Way but I’ve got to move out shortly as we’ve just had a son and need more space. Sometimes people say they’re going to help you with training and opportunities but then never follow through – it’s been different here. Before this happened, it was desolate round here, just dead. Before all the work started there was literally a hairdressers and that was it. With the new community centre there are bound to be more shops. Since 2011 things have gone up quickly. We’re going to be on site until the end – there is so much work to do. You can tell at night when you see all the kids playing out. It’s alive again. If you were here four years ago you wouldn’t have thought anyone lived here… look at it now.
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WHAT MATTERS MOST? customer satisfaction OVERALL CUSTOMER SATISFACTION Based on the response of 156 residents. OVER
TARGET
80%
90%
ACHIEVED EVERY MONTH EXCEPT JAN IN 2014
The Gateways to Oldham PFI project is managed by Inspiral, on behalf of Oldham Council, by way of 103 Key Performance Indicators.
REPAIR APPOINTMENTS
As part of our commitment to the service delivery, we offer our APPOINTMENTS customers a repair appointment ATTENDED IN at a time suitable to them. This has 2014 become more apparent in recent months with the increase in Working Extra residents within the housing stock.
100%
RESPONSIVE REPAIRS
HELPDESK
The Inspiral helpdesk is the first point of contact for our residents and customers and is contactable on one 0300 number 24 hours a day, 7 days a week. The helpdesk handles a variety of calls from the reporting of a repair through to a tenancy enquiry.
OVER
6,000
CALLS ANSWERED IN 2014
Inspiral provide a 24-hour, 7 days a week responsive repairs service, providing a response within two hours for an emergency repair to a routine repair which can be programmed up to 14 days in advance. 99.8%
ATTENDED WITHIN 2 HOURS, COMPLETE WITHIN 24 HOURS
100%
100%
ATTENDED WITHIN 24 HOURS, COMPLETE WITHIN 5 WORKING DAYS
ATTENDED WITHIN 2 HOURS, COMPLETE WITHIN 5 WORKING DAYS
RESPONSE TIMES
100%
100%
COMPLETE WITHIN 14 WORKING DAYS
ATTENDED WITHIN 5 WORKING DAYS, COMPLETE WITHIN 7 WORKING DAYS
Calls answered within 15 seconds.
POST REPAIR SURVEYS TARGET
85%
95% ACHIEVED IN 2014
To ensure we are measuring the quality of the service delivery on site, one specific KPI is to undertake post repair inspections. TARGET
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10%
14% 16% 13% 15% QUARTER 1
QUARTER 2
QUARTER 3
QUARTER 4
These requirements are split into 16 sections (detailed below). These areas have between 2 and 6 sub requirements that ensure the services delivered by Great Places and
Wates are of the highest standard for customers. Below is a section of each of the 16 service areas and an example KPI from that heading, along with the annual performance.
performance category
KpI DESCRIPTION
Resident liaison
Number of failures in respect of providing evidence of general liaison
Tenant / LH participation
END OF YEAR PERFORMANCE
Minimum of 4 newsletters issued: 1 per quarter Arrange monthly meetings for estate bodies and 1 per quarter for overarching body Number of failures in respect of replying to correspondence within 7 working days and to emails within 2 days
Customer satisfaction
Telephone calls answered in 15 secsonds
(p24)
Failure by contractor to issue customer satisfaction survey
(p24)
Number of services where BVPI score is not attained (achievement of 80% for BVPI 74/ 66% for BVPI 75)
(p24)
Working with the council
Invitation to council to at least one estate inspection each month
(p27)
Quality control
Number of accreditation not demonstrated for all parts of organisation in any financial year Failure to undertake 20 mystery shops per quarter, spread across the range of property types and services
(p27)
Failure to train 5 nominated mystery shoppers
(p27)
Plans
Failure to submit contract management plan within 6 months of financial close to the council
Sustainability
Number of failures to comply with contractor method statement
Repairs and maintenance
Average time to complete non-urgent repairs exceeds timescales
(p24)
Number of repair jobs for which appointment was made but not kept
(p24)
Percentage of repairs inspected within 20 days of completion
(p24)
Caretaking and cleaning
No. of estates with 3 or more failures to undertake & action cleaning checks
Grounds maintenance
Number of failures to comply with grass cutting output spec
Tenancy management
Failure to inspect each estate quarterly and provide feedback newsletter within 1 month
Rent
Failure to collect less than 98% of rent
Voids
Average number of days for void re-letting (21 days)
Leaseholders
Failure to collect the appropriate proportion of charges excluding rents
Supply of information
Number of failures to supply information as reasonably requested by the council within 14 days
Leaseholders
Refurbishment completed within the target time period
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Estate Inspections and tenant & leaseholder involvement EACH ESTATE VISITED QUARTERLY
During 2014 The Crossley, Primrose Bank and Dew Way neighbourhoods all received a minimum of one estate inspection attended by, but not limited to, local residents, housing staff, local councillors and colleagues from the local authority. Items under scrutiny include overall cleanliness of the neighbourhood and grounds maintenance.
ONE MAGAZINE ISSUED EACH QUARTER
2014 saw the launch of a new, residentfocused magazine, Inspired Living. Written in conjunction with colleagues in the council, residents, and housing staff, the magazine has been a big success. Focusing on the journey of residents throughout 2014, the magazine will be entered for a regional award in 2015.
QUARTERLY RESIDENT PANEL MEETING
2014 saw the resident panel meet four times, once every quarter to discuss ongoing performance, upcoming challenges and progress on construction, to name three subjects.
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The residents’ panel were also notified, and successful in some cases, in applying for funding opportunities for resident-led activities, including assisting with educational course costs for residents.
PERCENTAGE OF RENT ARREARS
COLLECTION OF RENT TARGET
98%
BELOW
98%
TARGET BELOW
1.49%
ACHIEVED
1.49% ACHIEVED THROUGHOUT 2014
This is in spite of significant changes to the welfare system. Throughout the year there has been a steady reduction in rent arrears, and the housing management team are looking forward to continuing this in 2015.
MYSTERY SHOPPING Residents are trained to mystery shop key important services such as allocations, rent collection and tenant and leaseholder involvement. Feedback from our customers has been positive, and the findings of the quarterly mystery shops are reported to the residents’ panel.
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TARGET
20PER
COMPLETED PER QUARTER
QUARTER
TARGET
TRAINED 5MYSTERY SHOPPERS
8
TRAINED MYSTERY SHOPPERS
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Local children during the 30 days of activity at the Crossley Centre
Daniel Gregg – local volunteer from Chadderton secured full time employment with Wates
Residents Joanne Cumberbirch, Dorothy Holten and Sonja Costello at the opening of Crossley Community Centre
Local shop keeper on Primrose Bank
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Councillor Dave Hibbert, residents Eva Dale and Dorothy Sweatman, at the opening of the refurbished Lansdowne Court Local resident Amir Hussain, table tennis U11 British Champion at the opening of The Crossley Centre
29 Local shop keeper on Primrose Bank
SENIOR STAFF InspiraL STUART YEATMAN Chair of Inspiral Board JOHN GILMORE John Laing Oldham PFI general manager
Wates Living Space ANTHONY GRUNDY Facilities management manager
Great Places RYAN-JAMES SMITH Oldham PFI manager PAUL NEWCOMBE Oldham regional manager 31
30 Crossley Community Centre management committee at the opening day, September 2014
Great Places Housing Group Southern Gate, 729 Princess Road Great Places Housing Manchester, M20 2LTGroup 119 Union Street, tel: 0161OL1 4471TE 5000 Oldham, fax: 0161 447 5001 tel: 0300 123 2003 info@greatplaces.org.uk www.greatplaces.org.uk OldhamPFI@greatplaces.org.uk
INSPIRAL ANNUAL REPORT
infoOldham@wates.co.uk www.greatplaces.org.uk GreatPlacesHousing
www.facebook.com/OldhamPFI www.facebook.com/CrossleyCentre www.facebook.com/PrimroseCentre @MyGreatPlace @CrossleyCentre @Primrose_Centre
@mygreatplace
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