Annual Activities Report 2014-15 by ClwydAlyn

Putting Customers at the heart of everything we do ANNUAL ACTIVITIES’ REPORT 2014-15

Opening Doors – Enhancing Lives

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Services for all … With an impressive track record spanning the past 36 years, when Clwyd Alyn Housing Association acquired its first property in the West End of Rhyl, the Pennaf Housing Group structure as it stands today has been designed to enable the organisation to be more responsive to the needs of the communities in which it operates, increase local accountability, facilitate the delivery of a wider range of high quality services to customers, make the most efficient use of available resources and place residents at the heart of everything we do. The Group operates across seven local authority areas and as at 31 March 2015 had a housing stock of 5,558 units of accommodation. With Pennaf Ltd as the parent company, all seven Group entities (Pennaf, Clwyd Alyn Housing Association, Tŷ Glas Housing Society, Offa, Tir Tai, PenAlyn and PenElwy) provide complementary services and benefit from the mutual support of each other, whilst at the same time retaining their own unique identity and role. The strong inter-relationship that exists between the various entities is illustrated within the Group’s Business Plan, which clearly demonstrates the organisation’s desire to continue to develop more accommodation and associated support services to meet the extensive range of client needs that it caters for.

Underpinning all the work of the Group are its Core Principles, which commit both Staff and Board Members to undertake their duties within a framework of underlying values. These are summarised under the acronym “I CARE”:

The Group’s agreed Primary Purpose is Opening Doors – Enhancing Lives, which it focuses on achieving through a series of business ‘Priorities’ driven by delivery outcomes for the community. These are categorised under four key ‘Themed Outcomes’:

The Group primarily provides housing, and where relevant care and support services, to a wide variety of client groups including: families, single persons, older people, persons with learning and physical disabilities and various projects for vulnerable groups. Projects range from general family accommodation, supported living schemes, care homes, extra care schemes, housing with care and support and a wide variety of home ownership options, together with Care & Repair, lettings and property management, and an extensive range of day-to-day repairs and maintenance services.

ÃÃ ÃÃ ÃÃ ÃÃ ÃÃ

ÃÃ We provide homes people want to live in and Our people drive our services, which cover the external aspects of our work and primarily centre around our residents and the wider community.

ÃÃ We are financially viable and We are governed

INTEGRITY honesty and trust in all that we do CARE looking after yourself, others and communities ACCOUNTABLE taking responsibility for our actions RESPECT for yourself and others EQUALITY accepting differences and treating everyone fairly

effectively, which relate to the internal infrastructure and mechanisms to govern and support the Group.

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A Message from the Chairman 2014-15 has been another extremely busy and successful year for the Pennaf Housing Group, thanks to the hard work and dedication of our Board Members and Staff, and also the continued support of our many stakeholder groups. This is my first term in office as Chairman of Pennaf, having taken over the reins from my predecessor, Roger Waters, last September. On behalf of the Board, I wish to place on record my thanks to Roger for his commitment, support and contribution over the past few years. I would also like to welcome Frazer Jones, Paul Robinson, Sara Mogel, Peter Lewis, Jeremy Poole and Stephen Porter, who have all recently joined the Group Boards, bringing with them a wealth of skills and experience across a diverse range of disciplines. I am delighted to have the opportunity to use both my experience and enthusiasm for social housing beyond my professional role delivering housing projects. I have been inspired by the attitude here at Pennaf, where staff at all levels are open to new ideas and always want to do their very best both for residents and for the communities where we operate. Whilst these are challenging times for everyone within the sector, Pennaf is already leading the way and rising to the challenge. Our outcomes-focused approach to performance management, in line with the Welsh Government’s Regulatory Framework, continues to work well. All our delivery outcomes have been determined following a comprehensive consultation process with our residents and stakeholders – underlining our commitment to put customers at the heart of everything we do - and this approach now forms the basis of our business planning, continuous improvement and self-assessment activities. Thanks to the involvement of our residents on all our ‘Results Based Accountability’ Groups, they have helped influence improvements to a whole range of services. We continue to develop projects to meet very diverse housing needs utilising a combination of grant from the Welsh Government and private finance raised by the Group.

In addition, we are continuing to develop non-residential projects, be involved in regeneration activities, and our development of mainstream social housing projects and tenant community activities goes from strength to strength. With changes to public finances at both a local and national level, innovation and flexibility are key factors for maintaining an active development programme. We have continued to work closely with our local authority partners to prioritise differing housing needs and take a longer-term view to find innovative solutions to meet future requirements. I’m delighted to report that a new funding initiative was successfully negotiated during the year, culminating in a lease and leaseback facility being completed, which is the first of its kind for the sector in Wales. This Report highlights examples of how the Group has achieved its stated goals for 2014/15, under the overall theme of “Putting customers at the heart of everything we do”. As Chairman, I am looking forward to Pennaf further building upon its reputation for having a vibrant, forwardthinking attitude and seeing more people want and choose to be part of the Group, either as residents, employees or volunteers in the future. Like so many other social housing providers across Wales, Pennaf really does provide so much more than housing as it continues to make a major contribution to the Welsh economy – helping to secure jobs, providing learning and development opportunities, retaining trade skills and helping to transform communities and living conditions for individuals and families across the region.

Mike Hornsby Chairman, Pennaf Limited

Dr Sarah Horrocks Chair, Clwyd Alyn Housing Association

Mrs Judy Owen Chair, Tŷ Glas Housing Society

Dr Angela Holdsworth Chair, Offa and Tir Tai

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Mr Glyn M. Jones Chair, PenAlyn and PenElwy

Mrs Eurwen H Edwards Honorary President, Pennaf Housing Group 26/06/2015 14:45

Financial and Digital Inclusion A significant proportion of Clwyd Alyn’s residents, especially those living on low incomes, find themselves financially excluded. The Association has continued to proactively respond to benefit reform implications, particularly targeting residents subject to the Bedroom Tax. With the Universal Credit being rolled out in different areas, there are many issues that can be encountered: from residents struggling to make new online claims due to lack of ICT skills, to not knowing where to go for support, and struggling to manage and prioritise their new monthly payments. Clwyd Alyn has been working closely with the Department of Work and Pensions to help residents through their customer journey when claiming Universal Credit. The demand for money and debt advice has continued to increase with the Welfare Benefits & Debt Advice Officer receiving over 170 referrals during the past year, dealing with a total of debt in excess of £200,000.

Financial Inclusion training was delivered to 105 front-line staff to raise awareness and knowledge on the subject and help them deliver the best possible service to residents. In total, the Association’s Welfare Rights service generated over £400,000 of benefit and training gains in 2014/15. A further rise in referrals is anticipated in 2015/16, with more residents requiring money management and budgeting support as they make the switch to Universal Credit. Our Community Development Officer has also been running a number of digital inclusion projects with residents, enabling them to learn new skills and improve their individual finances.

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Resident Involvement and Community Activities The Group continues to actively develop community based activities and is committed to strengthening resident involvement to help shape our services. A wide range of organised events aimed at bringing people together to make a real difference have taken place over the past year. Here’s a few examples of the impact our residents’ involvement has made to both our services and local communities:

Customer service: raising service standards ÃÃ Our Resident Customer Service Ambassadors continued to work with staff to improve customer service. They form part of the judging panel for our ‘STAR’ awards, where staff are recognised for going ‘beyond the call of duty’ in delivering excellent customer service. ÃÃ Residents and staff worked together at a focus group meeting to agree a new Rent Setting Policy based on a pointing system, which is easier to understand and more open and accountable. ÃÃ Our Quality Partners are residents who have been trained to inspect Landlord services. They worked on audits on services for older residents, rent arrears and the impact of welfare reform. ÃÃ Residents fed their ideas into what should be included in a new Service Charge Policy with a view to saving money and providing a more efficient service.

Influencing the way we work ÃÃ Through our Results Based Accountability (RBA) Groups, residents and staff have been assessing how well we deliver our services. Residents’ views are central to the efficient and effective delivery of services and their in-put has helped to make a real difference. ÃÃ Residents involved in shaping the Business Plan contributed their ideas to what should be focused on next year. Those attending said that they felt their ‘opinions were respected’ and that they ‘felt involved’.

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Making it easy to contact us

Improving the local environment

ÃÃ As a result of resident feedback, a new framework for

ÃÃ Residents have been involved in a wide range of

dealing with calls to our Contact Centre was agreed.

ÃÃ As part of the new Digital Inclusion Strategy, residents

activities to help improve the local environment.

ÃÃ Residents told us that their estates ‘looked better’ after

identified ways of helping them get on-line, access computers and use on-line services.

ÃÃ Residents met with Staff from our Information Systems Section to preview the new online Residents’ Portal, where they can access their account details 24 hours a day. They were able to test the new system from the customer perspective and give feedback before the portal launched.

community litter pick and clean-up days, helping them to feel “more involved in their community” and bring children together over the school holidays.

ÃÃ Community Gardening projects have helped to enhance the health and wellbeing of local residents. The allotments in Garden City, Sealand proved particularly popular and the poppies planted at Llys Esgob Morgan in St Asaph provided a fitting tribute to commemorate the centenary of the outbreak of the First World War.

Recognising resident achievements A number of Clwyd Alyn staff and residents were shortlisted and/or won Awards, recognising the contribution made to their local communities:

ÃÃ Resident volunteer Anne Rothwell from Pentre Mawr in Abergele won the TPAS (Cymru) Ruth Radley Outstanding Achievement in Participation Award

ÃÃ Alison Pring, Warden at Pentre Mawr in Abergele won a “High Sherriff of Clwyd Community Award”

ÃÃ Clwyd Alyn won the TPAS Cymru Roy Parry Landlord Excellence Award

ÃÃ Carl Gannon, a resident of the Oldford Estate in Weshpool, was presented with a ‘Special Commendation Award’ in recognition of his “exceptional services to the community as a volunteer” at the annual TPAS (Wales) awards

ÃÃ Dee Cooney, a resident at Gorwel Newydd Extra Care housing scheme in Rhyl, was announced Clwyd Alyn’s ‘Good Citizen of the Year’

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Reducing anti-social behaviour and keeping residents safe

Improving your quality of life ÃÃ We worked with Awards for All, Big Lottery and TAPE Community Music and Film, organising silent cinema events and art and craft workshops at Nant Mawr Court, Llys Eleanor, Llys Erw and Cae Glo. Residents told us the silent movies were “very entertaining, amusing and nostalgic” and “brought back so many memories”. They also enjoyed learning new skills in the art and craft sessions, including “how to use a peg loom” and “new painting techniques”.

ÃÃ The theme of our Residents’ Conference was AntiSocial Behaviour: Finding your Voice. Baroness Helen Newlove, the UK Government’s Victims Commissioner for England and Wales, opened the day with a hardhitting address where she used her own experience of having to deal with the death of her husband Garry in 2007, as he confronted a group of youths damaging the family car, to focus on the needs of vulnerable victims of anti-social behaviour; ensuring that they are treated with dignity and respect. Her story was truly inspirational, with 70% of residents confirming that they felt more confident in reporting incidents as a result of the day.

ÃÃ Positive examples of work done to address digital exclusion include working with ‘Communities 2.0’ who ran ‘Absolute Beginners’ training courses across many of our schemes, helping residents learn how to: use social media, contact families, access hobbies, use email, download photos and buy products online. One resident commented “Another world has opened up for me through learning these new skills”.

ÃÃ Other events aimed at preventing crime and anti-social behaviour and improving personal safety included a trip to Dangerpoint in Holywell for families from Halkyn Road, Flint and Lon Celyn, Connah’s Quay. Children learned how to keep themselves and others safe, particularly in terms of road safety, ‘stranger danger’ and safety in and around the home.

ÃÃ Working with local businesses also made a real difference to some of our most vulnerable residents’ quality of life. MoneySupermarket.com funded 5 new beds/mattresses for Tŷ Nos night shelter and donated £1,000 to Tŷ Nos and Tŷ Golau to purchase items such as sleeping bags and tents for rough sleepers in Wrexham and Rhyl. These items made a real difference to our residents ensuring they could have hot showers, change their clothing and if they were not able to access the projects, they could still have a tent or sleeping bag to keep warm.

ÃÃ A ‘Road Safety Day’ also took place at Lon Celyn following concerns about children playing on the road. Parents watched a DVD about road traffic accidents and children attended a session in Flintshire’s Traffic and Road Safety mobile unit to learn about: the Green Cross Code, Safer Places to Play and how to keep safe near roads. Fire Officers also shared tips about how parents can improve fire safety within their homes.

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Meeting Customer Expectations and Satisfaction The staff team at PenAlyn have had another extremely busy year providing reactive and planned maintenance services to our residents. This has helped us to improve service delivery, increase customer satisfaction, reduce maintenance costs and realise efficiencies through rationalisation of asset management and maintenance functions. As a thank you to the All Saints Church in Wrexham for allowing PenAlyn to store materials and the staff support cabin on their land whilst completing an up-grade programme to a local scheme, PenAlyn created a new car park area and refurbished the church kitchen. Travis Perkins kindly donated materials and ICR Group assisted with the electrical services. The Church Treasurer commented: “We were more than happy to have the PenAlyn team based here. It’s a real winner all around. The local houses have been improved and our new kitchen and parking area will be great for the community too. We’d like to thank everyone who’s been involved.”

KEY FACTS 249 kitchens, 201 bathrooms and 173 boilers were replaced during the year at a cost of £2.2 million.

David Lewis, Corporate Director Asset Management commented: “Our operatives have successfully delivered circa 21,000 works orders, up-graded 137 resident homes with new windows and doors, and visited 1,270 properties to carry out stock condition surveys across 6 local authority areas. This has helped to improve the condition and longevity of Clwyd Alyn’s housing stock. Over the past year we have also employed 2 electrical apprentices and created employment for 7 trade operatives”.

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Wrexham Care & Repair

ODEL – Opening Doors – Enhancing Lives – Enterprise & Training

The Wrexham Care & Repair Agency is directly managed by Tŷ Glas Housing Society and helps older and/or disabled people to live independently and safely in their homes. The Agency has continued to provide a consistently high level of service delivery to clients, with a total of 2,495 referrals received during 2014-15, and 1,881 clients benefitting from the core service.

‘ODEL’ – Clwyd Alyn’s learning, training and social enterprise initiative – has continued to prove a great success, primarily focusing on the Association’s Supported Living projects for young people who have previously experienced homelessness. ODEL aims to provide life skills training to residents, helping to build confidence and self-esteem, and develop the necessary skills needed for independent living. It also incorporates national accreditation from Agored Cymru, the all-Wales life-long learning organisation who oversee training credits and qualifications. During the course of the past year 153 accredited units were awarded to residents, with a further 174 units delivered on digital inclusion.

Other key successes include:

ÃÃ The Handy Person Service operated by the Small Repairs Officers received 837 referrals, with the average age of clients being 69.

ÃÃ Fire Safety Checks were completed for the North Wales Fire & Rescue Service, fitting smoke detectors etc.

ÃÃ Security equipment was fitted for vulnerable

Other key successes include the launch of the ODEL Cleaning Enterprise, which has been set up to offer both paid work experience and volunteer opportunities to young people who want to gain skills to help their future career prospects. The roll-out of the ODEL Learning Programme to CAHA Women’s Aid clients has also been a positive step forward, together with gaining approval to develop a coffee shop at the Old Court House in Flint, with the ultimate aim of creating learning, training and employment opportunities for Clwyd Alyn’s residents and clients.

people, victims of crime and/or people who had been subjected to domestic abuse on behalf of the Community Safety Partnership

ÃÃ Under the Rapid Response Adaptation Programme (RRAP) and the Intermediate Care Fund (ICF) initiative, the Agency assisted 858 clients with prevention works and 83 clients had work completed to their properties enabling them to be discharged from hospital earlier.

ÃÃ The Agency continued to undertake work for PenAlyn, offering a repairs service to Clwyd Alyn residents, and a painting and decorating service across the Association’s Supported Living schemes. Looking to the future, the decision to merge Care & Repair agencies across Wales saw the Wrexham Agency merge with Flintshire Care & Repair during the last quarter of 2014/15. In response, the Group decided to set up a new independent service offering advice, adaptations and repairs, which from 1 April 2015 will trade as PenCartref. The majority of staff will be retained and PenCartref will continue to offer a quality and cost-effective service, expanding into new areas and being made available to a wider range of clients.

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The Wrexham Care & Repair Agency Team were delighted to be awarded ‘Gold’ status by Health Working Wales, a partnership initiative between the Welsh Government, Public Health Wales and Cardiff University, promoting health and wellbeing and a good work-life balance, reducing sickness and absence in companies across Wales.

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Official Opening of Tan y Fron Extra Care The Group was delighted to welcome Lesley Griffiths, AM, Minister for Communities and Tackling Poverty, to Llandudno in March of this year when she officially opened Llys Dyfrig, a multi-agency Health and Social Care Centre, and Tan y Fron, our prestigious new Extra Care housing scheme at Ffordd yr Orsedd. These innovative new facilities are the result of a successful partnership between the Welsh Government, Conwy County Borough Council, the Betsi Cadwaladr University Health Board and Clwyd Alyn Housing Association. The Minister commented: “Tan y Fron and Llys Dyfrig offer residents an independent lifestyle with 24-hour support on hand and access to health and social care services. The Welsh Government has invested over £4million to deliver these state of the art facilities and provided a boost to the local economy through jobs and growth”.

Mrs Margaret Jones moved into Tan y Fron from a nursing home and she commented: “I didn’t need nursing care, but I have difficulties in walking and there was nowhere else for me to go. It’s absolutely wonderful to have the extra independence that you have here. I have a home of my own and all the help I could need on hand. When I moved in, I made myself a cup of tea. It was the first time in four years that I’d been able to put my own kettle on and make a cuppa just when I wanted it”. In a recent Quality of Life Report produced by Conwy County Borough Council, residents explained that having good food available, nice accommodation, more control over their daily living, the ability to make new friends and socialise, and feeling safe and secure had all helped to improve their quality of life This is the fifth Extra Care scheme that the Group has developed and plans are progressing to provide three more schemes in Wrexham, Flint and Llangefni in the future. 10 Pennaf Annual Activities Report 2015.indd 10

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Development Round-up During 2014-15, thanks to Social Housing Grant funding made available by the Welsh Government, coupled with private finance raised by Pennaf, the Group has been able to develop much needed new units of accommodation, and allocated 350 people a home. Schemes completed during the year included: ÃÃ Tai Copr, Lon Goch, Amlwch – 6 x 3 bedroom and 2 x 4

Helping to Transform the Heart of Rhyl

bedroom houses

ÃÃ Llys Gwynfryn, Mountain Street, Rhos, Wrexham – 6 x 3 bedroom and 2 x 2 bedroom houses

ÃÃ Llwyn Ddol, Trellewelyn Road, Rhyl - 1 specially adapted 3 bedroom bungalow

ÃÃ Ffordd Siarl, St Asaph – 6 x 2 bedroomed bungalows ÃÃ Bro Deg, Aberkinsey Park, Rhyl – 6 x 2 bedroom and 3 x 3 bedroom houses

ÃÃ 46 Crescent Road, Rhyl – 1 x 2 bedroom house ÃÃ 21 Moldsdale Road, Mold – 1 x 2 bedroom bungalow

The transformation of Rhyl as part of the West Rhyl Housing Improvement Project has continued to make good progress and there is now a growing sense of pride in the area. Working in partnership with Denbighshire County Council and the Welsh Government, Clwyd Alyn has continued with its long-standing commitment to the area, developing a range of new build and completely renovated, refurbished homes in the heart of Rhyl - building on the excellent community spirit that already exists in the area to make it a great place to live, as well as to work and visit. Over the coming year, as well as creating new build family houses along Gronant Street and Abbey Street, the Association will be completely re-modellling other homes on Abbey Street and Edward Henry Street, and refurbishing 6 other properties on roads nearby. These homes will provide a mixture of rental and home ownership opportunities in response to the increased need for quality housing in the area.

Leanne Collin from Bro Deg, Rhyl commented: “It’s lovely, we’re really excited about moving here. The homes are really well designed – if we’d written a list of all the things we’d have wanted in our ideal home, this would have been it. We’ve even got a water butt and a garden shed.”

Development Officer, Lorraine Taylor comments: “As a place where people will want to live, stay and visit, the new homes we will be developing over the coming year will form the hub of a vibrant and sustainable community around the new Gerddi Heulwen green space area.”

In addition, Chirk Court is currently undergoing a major re-development programme, which will see the Care Home transformed over the next 12 months into a 66 bed care home providing a centre of excellence for older people with a range of care needs, including specialist dementia care. Over the past year, a section of the care home was completely refurbished at a cost of £900,000 to provide high quality accommodation and a communal lounge area for 10 existing residents, together with a suite of administration and support facilities. 11 Pennaf Annual Activities Report 2015.indd 11

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Tŷ Golau – Stepping Stone to a Brighter Future

Offa – The Lettings Partner We have continued to develop our Social Lettings Agency, along with a management service for private sector landlords across North Wales, operating under the Offa brand. During 2014-15, Offa entered into its third year of an ambitious growth strategy and currently provides and manages over 233 private sector rented units.

The new Tŷ Golau service set up in Rhyl has provided a holistic approach to supporting homeless people. The project has 7 bedspaces for emergency overnight accommodation, offering clients an evening meal and breakfast, coupled with professional advice and support from staff. In addition, a further 4 bedrooms on the first floor enable clients to be offered short term tenancies with intense support, which acts as a stepping stone to help them move on to a more settled lifestyle. The project has been made possible thanks to £294,00 in grant funding from the Welsh Government’s Substance Misuse Action Fund to undertake internal refurbishment work, and Denbighshire County Council’s Supporting People Team. The Tŷ Golau Team also works closely with the Dewi Sant Centre, which offers a Day Centre drop-in service within the same building.

Offa has been working closely with Pennaf, Clwyd Alyn, the Welsh Government and Conwy County Borough Council on a number of initiatives to improve housing in the Colwyn Bay Strategic Regeneration area involving a total investment of more than £3.8 million. These refurbishment and renovation projects have created much needed family homes and apartments, with completions including 11 and 13 Lawson Road, and 28 Belgrave Road. Most recently, the transformation of Bethlehem Chapel in Lawson Road enabled one of the new residents to find her ‘dream home’ - “We absolutely love our new home. The Offa Team have been brilliant, they were really helpful and nothing was too much trouble”.

Lynda Williams, Senior Project Officer, said that the name – Tŷ Golau – which is Welsh for light house – was suggested by one of the clients. “He said the service had been a ‘beacon of light’ to him, keeping him safe and helping him when he needed it most, so Tŷ Golau seemed perfect for the new service.”

Partnership helps revive historical building

This support, along with private financial investment arranged by Pennaf, has helped save what is believed to be the oldest surviving building, other than the Castle, in the town.

Clwyd Alyn has continued to work closely with partners on the refurbishment of the Grade Two Listed Old Sessions House in Flint. The work has benefitted from Flint Townscape Heritage Initiative (THI) Funding, a partnership funded by the Heritage Lottery Fund, CADW, Flint Town Council and Flintshire County Council.

The rebuilding renovation work was completed last year in line with conservation and heritage guidelines, as the building was already part of the town’s Heritage Trail. The Group is now taking forward the vision to fit-out the interior for future use as a coffee shop on the ground floor and a community hub, at the same time as providing office facilities and a meeting room for community use on the first floor. Graham Worthington, Group Chief Executive commented: “We would like to thank our funding partners for their continued support as we move forward and progress the long term plans for the building. The renovation of this historical project is an important element in the overarching plan for the regeneration of Flint town centre. The project will have a positive impact on the life of the town, ensuring its place at the heart of the community for years to come.”

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Our People Make a Difference ‘Raise the Roof’ Corporate Charity Challenge The Group’s commitment to ‘making a difference’ is reflected in our Raise the Roof Corporate Charity Challenge in aid of Cancer Research UK. To date we have raised £9,013.74 thanks to the support and enthusiasm of our staff, who took on a variety of challenges from Triathlons, 10k runs (as the Super Mario Brothers!), to cake sales, raffles, sponsored walks and much more! Our aim is to raise another £10,000 over the next year to help support the great work Cancer Research UK does to find new ways to prevent, diagnose and treat cancer, and save more lives.

Commitment to the Welsh Language Some of our Welsh learners and mentors joined Board Members at the Equality, Diversity and Welsh Language Committee to discuss how the Group’s learning and development support was helping them to deliver a better service to Welsh speaking customers. Some 35 members of staff from across the Group have attended courses at beginners, intermediate and advanced levels, delivered as 2 hour in-house weekly classes or as a 4-day intensive training course.

Sunday Times Top 100 Best Companies to Work For The Group employs more than 600 staff across North and Mid Wales and was delighted to be ranked once again in the 2015 “Sunday Times Top 100 Best Companies to Work For” list, covering ‘Not for Profit’ organisations across the whole of the UK, reflecting the high standards of leadership and management practices operating across the organisation. Graham Worthington, Group Chief Executive commented: “We’re delighted that our staff feel so positive about the organisation and its good that employee engagement and motivation is high. Providing the very best service for customers is at the heart of all that we do, and for that it is vital that we continue to attract, invest in and keep hold of the very best staff. Credit for the Sunday Times listing must go to each and every member of staff working at every level who contribute to making Pennaf a great place to work”. 13 Pennaf Annual Activities Report 2015.indd 13

Learning & Development The third year of our ‘Grow Your Own’ Training and Employment Strategy resulted in 63 apprenticeships, traineeships, volunteering, school and college work experience placements being undertaken, helping to build the skills, confidence and experience of people from our local communities. Anya Thomas, Customer Service Apprentice at Merton Place Care Home in Colwyn Bay comments: “I am currently working towards an NVQ Level 2 in Customer Care as part of my Apprenticeship Training, which has given me the confidence and ability to succeed in what I want to do at work. I’m involved in a wide variety of tasks every day and it’s a privilege to be able to assist residents and their families. Apprenticeships are a really good way of gaining qualifications and experience”. Our on-going commitment to invest in staff learning and development, coupled with our continued focus on Customer Service Excellence, has helped us to ensure residents receive the highest standards of professional, knowledgeable and responsive service from our highly skilled staff. Our leaders and managers have also been looking at opportunities to develop high performing teams by embedding a culture of coaching and support, which ensures our staff have a ‘can do’ attitude across the organisation.

Award Success Pam Williamson, Senior Care Practitioner at Llys Marchan, was presented with the Silver Care Forum Wales - Care Practitioner of the Year Award 2014 As part of the 2014 Cymorth Cymru Promoting Independence Awards, Plas Bod Llwyd secured the ‘Top Team Award’ and Chirk Court was presented with the ‘Investing In Staff Award’ Rebecca Bowker, Trainee Housing Officer, was presented with the Dr Buddug Owen Award for Personal Development & Training 2014

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Boards of Management as at 31 March 2015

Pennaf Limited Mr Mike Hornsby - Chair Mr Dafydd Ifans - Vice-Chair Dr Angela Holdsworth Mr Glyn M Jones Dr Sarah Horrocks Mr Roger Waters Mr Graham Worthington

T天 Glas Housing Association Limited Mrs Judy A Owen - Chair Dr Sarah Horrocks - Vice-Chair Mr Dafydd Ifans Mrs Louisa Diamond Mr Glyn Jones Mr Frazer Jones Mr Paul Robinson - Co-optee Mr Roger Waters

Pennaf Housing Group Mrs Eurwen H Edwards Honorary President

Clwyd Alyn Housing Association Limited Dr Sarah Horrocks - Chair Mrs Eirwen Godden - Vice-Chair Mr Dafydd Ifans Mr Derek Holmes Mrs Judy Owen Mr Glyn M Jones Mrs Louisa Diamond - Co-optee Mr Harold Martin Mrs Sara Mogel Mr Peter Lewis - Co-optee Mr Stephen Porter - Co-optee

Tir Tai Limited Dr Angela Holdsworth - Chair Mr Dafydd Ifans - Vice-Chair Mr Glyn M Jones Dr Sarah Horrocks

Offa Limited

PenAlyn Limited

Dr Angela Holdsworth - Chair Mr Glyn Jones - Vice-Chair Mr Dafydd Ifans Dr Sarah Horrocks

Mr Glyn M Jones - Chair Mr Roger Waters - Vice-Chair Mr Trevor Henderson Mr Mike Soffe Mr Jeremy Poole Mr David Lewis

PenElwy Limited Mr Glyn M Jones - Chair Mr Roger Waters - Vice-Chair Mr Trevor Henderson Mr Mike Soffe Mr David Lewis

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Pennaf Housing Group ANNUAL ACCOUNTS 2014 – 15 These are based on the Pennaf Housing Group Accounts as prepared by the Auditors. BALANCE SHEET 31 March 2015 SUMMARY OF INCOME £ Assets £ Housing Stock 146,479,660 Rents 20,629,306 Other Fixed Assets 3,688,664 Service Charges etc. 10,757,694 Stock 58,434 Interest Receivable 31,406 Debtors 3,887,697 Other 1,985,861 Cash and Investments 5,071,623 Total 33,404,267 Current Liabilities -8,748,362 Total 150,437,716 SUMMARY OF EXPENDITURE £ Interest Payable 5,707,881 BALANCE SHEET 31 March 2015 Management 3,951,496 Financed By: £ Service Charges 12,327,982 Loans 137,901,389 Maintenance 6,606,453 General Reserves 12,536,327 Other 3,676,918 Total 150,437,716 Total 32,270,730

31 March 2014 £ 140,831,358 4,015,636 58,434 4,369,774 4,428,060 -7,612,863 146,090,399

31 March 2014 £ 134,677,554 11,412,845 146,090,399

Please note that these are the Group figures incorporating the combined Income & Expenditure Accounts and Balance Sheets for Pennaf, Clwyd Alyn, Tŷ Glas, Offa, Tir Tai, PenAlyn and PenElwy. To obtain a detailed understanding of each Group member’s financial position, the full Financial Statements should be studied. Copies of the Financial Statements are available on request from the Company Secretary. The Welsh Government’s Financial Viability Judgement as at 31 March 2015, which is designed to provide the Registered Social Landlord (RSL), its tenants, service users and other stakeholders with an understanding of the RSL’s financial viability, has awarded Pennaf a ‘Pass’, concluding that the Group has adequate resources to meet its current and forecasted future business and financial commitments. 15 Pennaf Annual Activities Report 2015.indd 15

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Perfformiad / Performance Mae’r cyfrifoldeb am reoli Grŵp Tai Pennaf yn y pen draw yn aros gyda’r Byrddau Rheoli perthnasol, sy’n cynnwys Aelodau a etholir yn flynyddol. Mae gan Aelodau’r Byrddau gyfoeth o sgiliau a phrofiad a enillwyd dros nifer o flynyddoedd, ac maent yn cynnig eu gwasanaethau a’u harbenigedd i Grŵp Tai Pennaf ar sail hollol wirfoddol.

Teulu Family

Tenantiaeth Cyngor Council Tenancy

Gwely a Brecwast Bed & Breakfast

Cymdeithasau Tai Eraill Other Housing Associations

Ffeithiau a Ffigurau / Facts & Figures ÃÃ Yn ystod 2014/15, gosodwyd 388 o gartrefi Anghenion Cyffredinol a Cysgodol During 2014/15, 388 General Needs and Sheltered homes were let ÃÃ Yr amser a gymerwyd ar gyfartaledd i ail-osod tai gwag oedd 6.10 wythnos Average time taken to re-let vacant properties was 6.10 weeks ÃÃ Eiddo Gwag: mae cyfanswm yr incwm rhenti a gollwyd yn cyfateb i 1.23% o gyfanswm y rhenti y gellid eu casglu Voids: total rent income lost equated to 1.23% of total rent collectable

ÃÃ Y r amser a gymerwyd ar gyfartaledd i osod tai newydd a drosglwyddwyd i’w rheoli oedd 0.00 wythnos neu ar ddiwrnod eu trosglwyddo gan Datblygu Average time taken to let new properties handed over into management was 0.00 weeks or on day of handover from Development ÃÃ Gwariant cyfartalog ar Gynnal a Chadw yr uned £1,349 Average Maintenance expenditure per unit £1,349 ÃÃ Gwariodd y Gymdeithas £618.48 yr uned ar gyfartaledd ar Reolaeth Tai Average Housing Management expenditure per unit £618.48 ÃÃ Cost atgyweiriadau o ddydd-i-ddydd ar gyfartaledd £191.11 Average cost of day-to-day repairs £191.11

Atgyweiriadau Repairs: Argyfwng / Emergency Brys / Urgent Heb frys / Non-urgent

Nod Cyflawni: Target Completion: 1 diwrnod / 1 day 5 diwrnod / 5 days 28 diwrnod / 28 days

Cwblhawyd o Fewn: Completed Within: 0.92 diwrnod / 0.92 days 5.31 diwrnod / 5.31 days 21.92 diwrnod / 21.92 days

Mae Clwyd Alyn a Tŷ Glas yn Gymdeithasau elusennol Ddiwydiannol a Darbodus Clwyd Alyn and Tŷ Glas are charitable Industrial and Provident Societies

Pennaf Annual Activities Report 2015 wel.indd 16

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Hosteli

110

Clwyd Alyn Clwyd Alyn

£72.24

£74.18 Fflat 2 wely 2 bed flat

Fflat 1 gwely 1 bed flat

£88.22 Fflat 3 gwely 3 bed flat

32 Cytundebau Rheoli Management Agreements

£77.06

58 Y Farchnad Agored Open Market

Tŷ 1 gwely 1 bed house

62 DIYHO DIYHO

£84.43

80 Cynllun Daliadaeth ar gyfer Pobl Hŷn Leasehold Scheme for the Elderly

Tŷ 2 wely 2 bed house

98 DIYSO DIYSO

£92.36

125 Cymorth Prynu Home Buy

Tŷ 3 gwely 3 bed house

249 Gofal Ychwanegol Extra Care

£111.96

385 Rhan Berchnogaeth Shared Ownership

Tŷ 4 gwely 4 bed house

723

Tenantiaeth Preifat Private Tenancy

Daliadaeth Blaenorol Previous Tenure

Rhenti Wythnosol ar Gyfartaledd Average Weekly Rents

Tai a Gofal Care & Support

Anghenion Cyffredinol (yn cynnwys Tai Cysgodol) General Needs (including Sheltered Housing)

3,746

Unedau o Stoc Units of Housing Stock

Ultimate responsibility for the management of the Pennaf Housing Group and its members rests with the respective Boards of Management, which are made up of Members elected annually. Members of the Boards have a wealth of skills and experience gained over many years, and offer their services and expertise to the Pennaf Housing Group on an entirely voluntary basis.

Cyclical

Cylchaidd

Planned

3 Symud Ymlaen Move-on

St Asaph Office Registered Office for Pennaf, Clwyd Alyn, Tŷ Glas, Offa, Tir Tai, PenAlyn and PenElwy 72 Ffordd William Morgan St Asaph Business Park St Asaph Denbighshire LL17 0JD

£557,367

01978 714180

01745 538300

Swyddfa Llanelwy Swyddfa Gofrestredig ar gyfer Pennaf, Clwyd Alyn, Tŷ Glas, Offa, Tir Tai, PenAlyn a PenElwy 72 Ffordd William Morgan Parc Busnes Llanelwy Llanelwy Sir Ddinbych LL17 0JD

£542,771

Wedi ei gynllunio

19 Eraill Other

Day-to-day

36 Trosglwyddo/Cyfnewid Transfers/Exchanges

O ddydd-i-ddydd

19 Arall Other

Cyd-gyfnewid Mutual Exchange

2 Cyd-gyfnewid Mutual Exchange

134

7 Perchennog Preswyl Owner Occupier

Rhestr Aros Waiting List

11 Hosteli Hostels

£3,726,707

156

11 Cymdeithasau Tai Eraill Other Housing Associations

Gwariant ar Gynnal a Chadw Maintenance Spending

Enwebiadau gan Gynghorau Council Nominations

34 Council Tenancy

Tarddiad Ymgeiswyr Source of Applicants

Gwely a Brecwast Bed & Breakfast

laenorol ure

Gofal a Thrwsio Wrecsam Ystad Ddiwydiannol Rhosddu Rhosddu Wrecsam LL11 4YL

Wrexham Care & Repair Rhosddu Industrial Estate Rhosddu Wrexham LL11 4YL

www.pennafgroup.co.uk

Hoffwch ni/Like us: facebook.com/PennafHGroup

Pennaf Annual Activities Report 2015 wel.indd 17

Dilynwch ni/Follow us: @PennafHGroup

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