Genesis Housing Association Annual Report & Financial Statements 2016/17
Creating and sustaining thriving communities
Care and Support –
progress and ambitions for the future
We continued to focus on delivering quality services. We are proud to post a customer satisfaction score of 80.8% (Care and Support)
Stratford
Our customers at Kina House in Newham expressed this satisfaction perfectly, earning a commendation at the National Housing for Older People awards.
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The past year has been one of significant change for Care and Support. We reviewed our operating structures, leading to senior management changes and a renewed focus on business growth and excellence. This investment paid some early dividends: • Significant success in Suffolk, nearly doubling our support income enabling us to provide support to even more vulnerable people experiencing homelessness; • Partnership with London Borough of Newham, with funds to pilot a new Extra Care model which is now informing their strategy for older people’s accommodation; • Modernising our learning disabilities services in Essex, with a ‘Good’ result in their first Care Quality Commission inspection; • Winning places on new care and support frameworks across London and Essex, providing us with more avenues for future growth; and • A new Extra Care design brief to set the standard for a pipeline of new Extra Care developments. Our practice excellence team now has the resources to drive a step change in the delivery of outcome-focused, person-centred support and care, tailored to the needs of our four core client groups: older people, mental
Residents at one of our schemes in Rochford received money to transform their gardens.
health, learning disabilities and complex needs including homelessness. This next year will see the piloting of new practice models for each of these groups. The landscape in which we operate is changing rapidly. The impact has been significant. A number of commissioners have had to withdraw or significantly reduce funding. We worked alongside our local partners to help address these funding losses through refocusing our service and accessing new income to support Intensive Housing Management. The Government launched a major review of ‘Future Funding of Supported Housing’. Genesis played an active role, submitting consultation papers and attending a number of events, while our Director of Care and Support represented Genesis on a National Housing Federation task group influencing proposed new funding approaches. We expect a Government announcement in autumn with changes expected to come
into effect in April 2019. In a climate of change, however, we continued to focus on delivering quality services. We are proud to post a customer satisfaction score of 80.8%. Our customers at Kina House in Newham expressed this satisfaction perfectly, earning a commendation at the National Housing for Older People awards. The coming year sees more work to modernise our business, with reviews of all our services, improving business efficiency and ensuring we have the right people delivering the best possible services within current financial constraints. We are further developing our approach to new bricks and mortar extra care provision, seeking opportunities across our footprint to work with local authorities. We are also working actively on seeking new ways of providing support and wellbeing services to our customers, including a major initiative around assistive technology. www.genesisha.org.uk
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