Residents’
ANNUAL REVIEW 2014–15
Excellent homes in thriving communities
4 1
Our Performance Welcome
Photo: Sepp Sargeant (Severnside’s Head of Development) and Dylan Parker (Site Manager for SJ Roberts) try their hand at slate painting with the children at the Column Nursery in Shrewsbury, after the children had been fascinated watching one of Severnside’s housing developments.
Contents 1
Welcome
2
Supporting Our Customers
6
Jamie’s Story
8
Neighbourhood & Community Standard
10 Tenancy Standard 11
How We Performed
14 Resident Involvement & Empowerment Standard 16
Getting Involved: Deb’s Story
18 Home Standard 20
Value For Money Standard
22
Governanace & Financial Viability Standard
24
Megan’s Story
Welcome We are really proud to share with you, our Residents, our Annual Review for the past year. It’s our chance to share with you what we’ve been doing and how we’ve been delivering our services to you. The Resident Senate, Customer Panel and Resident Inspectors all work together to improve the services Severnside provides for you. We are always available to listen to your views and help where we can. This Annual Review is based upon Severnside’s Customer Service Standards and also includes some of the results of the 2014–15 STAR survey. We hope it includes all the information that matters to you. If you would like to get involved and make a difference, you are welcome to join us. Please contact the Customer Services Team and they will let you know all the different ways you can make your views heard. Customer Services: 0300 300 0059 or community@severnsidehousing.co.uk
Resident Senate
Resident Inspectors
Customer Panel
We aim to provide and maintain excellent homes, create opportunities and offer a range of services to build thriving communities. Severnside Housing: 2014–15 Annual Review for Residents
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Our Customers
Supporting our Customers Customer Service Centre We have an experienced team of advisors who provide help and advice to customers, whether they contact us by telephone, in person or by email. Throughout 2014–15, the team answered 64,389 calls, 88% of which were answered in an average of 30 seconds, with 85.95% of the calls being dealt with at the first point of contact. The team also welcomed 13,971 customers to our reception and answered 3,804 email enquiries.
Digital Inclusion Access to the internet is very important to tenants and residents applying for jobs, searching for information, finding the best more affordable deals for insurance or utility providers and for keeping in touch, particularly if friends and family are not local. Free access to computers and wi-fi has been available at Castlefields Digital Den and Meole Brace Digital Den during the year with support for those who need a bit of extra help either getting started, or with job searches, online applications and claims. Last year, the Dens provided more than 1,500 customer hours of support and time for accessing the internet, 750 hours through the Digital Den and 40 hours learning programme, 120 hours Learn My Way, 66 hours Job Change, 540Â hours drop ins and pop ups.
Job Clubs Regular job clubs continue to be run at the Digital Den in both Castlefields and Meole Brace and, over the last year, saw more than 500 people attend. There is lots of support on updating CV’s, searching for jobs, helping people get online and also providing evidence of the effort made by individuals for claimant commitments for the job centre.
Severnside Housing: 2014–15 Annual Review for Residents
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Our Customers
In early 2015, two more job clubs were introduced. One at the Baptist Church, Monkmoor, which runs every Friday; and one at The Two Fat Rascals Café, Riverside, which runs every Monday. All the job clubs are free and available for anyone to drop in on a casual or regular basis.
Learning Programme The Learning Programme is now in its fifth year and continues to offer an increasing number of workshops and accredited learning to help people gain new skills or develop existing ones. Some of the partner agencies that Severnside works with include, the British Red Cross, Shropshire Council, Dogs Trust, Shropshire Fire and Rescue, Shropshire Football Association, Relate, Sure Start, Learn My Way, Energise and Shropshire Training. New additions to the Learning Programme include being able to complete the CSCS card at no cost to tenants. This card, combined with a Health and Safety Level 1, allows individuals to work on construction sites, thereby increasing potential for employment opportunities. In 2014–15, 439 people attended training sessions and from those surveyed, 85% were highly satisfied.
Prince’s Trust Severnside, with the Prince’s Trust Team, has supported 30 young people, aged 16–25 years, to take part and successfully complete its twelve week programme. The students were involved in many of our community events, including the Meole Street Party, Pop Up and Pop In and Haunted Hanwood, helping out with delivering activities, serving refreshments and engaging with the community.
One of the teams helped us with the Heaths Houses’ Art Project. The team engaged with former residents to hear stories and memories which could then, working with Artist, Greg Rudevics, be transferred into a piece of commemorative art. The completed artwork has been on display on the site hoardings at Heaths Houses (now known as Rowland Court) in Shrewsbury. A video is available on Severnside’s YouTube channel, highlighting the partnership working between Severnside and the Prince’s Trust. Former participant, Sam Morgan, speaks about the Prince’s Trust and how it has helped him.
Work Placements Severnside works in partnership with the Job Centre, to help young people develop skills and gain appropriate work experience to help them obtain secure paid employment. Each work placement lasts for eight weeks and Severnside is proud to have provided eleven placements during 2014–15. Two of those people who came on placement are now employed with one of our partner organisations, Social Telecoms, having used their eight week placement to prove to this Social Enterprise that they could learn and develop skills to be a valuable part of their team.
Apprentices Severnside is very proud of its Apprenticeship Programme. Over the last year, there have been seven Apprentices in Severnside, four are trade based (two work in our SHPS trades teams and two work with one of our contractors SJ Roberts), we have two Business Apprentices (one based in Neighbourhood Directorate and one based in IT), and one Higher Apprentice based in Asset Investment
Photo: David and Poppy join Severnside’s Community Development Officer, Ejiro Abboh at the Meole Brace Street Party
Each Apprentice enjoys the support of a mentor and receives an above standard salary. Each of them is exposed to real work situations and enjoys College support to study for a Level 2 NVQ or higher qualification.
debt issues or who is not accessing eligible benefits.
Employment and Money Advice Service
As a result, 90% of all the benefits applied for were successfully achieved, totalling £163,900 and just over 90% of all tenants supported were able to reduce their arrears.
Severnside’s small Employment and Money Advice Service Team received 383 referrals this year, either from tenants contacting the team directly, or via officers who were able to identify when a tenant needed financial assistance. This may be a tenant who has
The team aims to support the tenant in understanding and managing any debt and ensuring that priority bills are paid to keep their home safe.
Severnside Housing: 2014–15 Annual Review for Residents
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Our Customers
JAMIE’S STORY 20 year old Jamie, from the Monkmoor area, is getting his life on track thanks to the Severnside Learning Programme. Jamie, a Severnside tenant, came to work at the Two Fat Rascals Café, in the Riverside Shopping Centre, back in January 2015. Since then, Jamie has been able to make use of Severnside’s Learning Programme to gain valuable skills relevant to his role. The Two Fat Rascals Café is one of the venues used by Severnside to help people venture into the digital world. The digital team meet there every Monday morning to offer help and advice on using computers and the internet and to offer assistance and information to anyone wanting to use the Learn My Way digital programme. It was through this programme that Jamie completed his Level Two Food Hygiene Certificate. He has also used Severnside’s Learning Programme to complete his First Aid Certificate. Jamie says he loves his work at the Two Fat Rascals Café. He enjoys leaning new things, meeting new people and getting to know the regulars. Jamie works at the Two Fat Rascals Cafe using skills learned through Severnside’s Learning Programme.
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I really enjoy meeting new people and getting to know the regulars.
Severnside Housing: 2014–15 Annual Review for Residents
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Standards Our Communities
Neighbourhood & Community Standard Estate Walkabouts Estate Walkabouts take part around different communities on a regular basis. They include representatives from the Police and the Council and are open for everybody to be involved. In 2014–15, there were 17 Estate Walkabouts held in areas that Severnside has homes. The walkabouts aim to highlight and address issues, such as grounds maintenance, highway maintenance, street lighting, graffiti, litter, dog fouling, vandalism, and parking problems. Following each walkabout, an action plan is drawn up to ensure identified issues are logged with the correct responsible agency with a timescale in which they should be addressed.
Welfare Reform As Universal Credit rolls out this year, Severnside continues to provide support in helping residents adapt to the changes, ensuring they can maintain and manage their tenancies and the associated costs. Severnside works closely to support all new starter tenants who require support in sustaining their tenancies. This involves regular contact with new tenants and signposting to other Severnside services, such as financial inclusion, wherever needed.
If anybody would like more information about Universal Credit or feel they need assistance with their tenancy, please call our Customer Service Centre on 0300 300 0059.
Neighbourhood Service Agreements Severnside has successfully used Neighbourhood Standards Agreements (NiSAs) for a number of years. NiSAs are drawn up in partnership with local agencies and all residents who live in the community, whether or not they are a Severnside tenant, are asked to sign up to the NiSA. During 2014–15 we delivered new NiSAs in Nesscliffe, Moston Green, Bomere Heath, Belle Vue, Hanwood, Meole Brace and Harlescott, aimed at encouraging and developing greater individual and community responsibility.
Community Chest Fund Severnside’s Community Chest fund continues to invite grant applications from any voluntary, community and recreational group working in the Shropshire area, whose work will directly benefit our customers and the communities in which they live. Over the year, five applications were awarded £5,342 of Community Chest Funding by our panel made up of Severnside customers and staff.
Photo: One of the beautiful garden displays in the 2014–15 Annual Gardening Competition.
Severnside Housing: 2014–15 Annual Review for Residents
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Standards Our Business
Tenancy Standard How your rent is spent
Shropshire Homepoint
Whilst the government sets the level of rent we charge, we do check regularly to ensure our customers can afford it and strive to give Value for Money in terms of our properties and services.
Severnside advertises its homes through Shropshire Homepoint, which provides a one-stop solution for people seeking housing.
The chart below shows the breakdown of how each pound of rent was spent in during 2014–15.
Local properties are advertised weekly and residents are able to bid for the home they would like to live in.
How each Pound of your rent is spent
Allocations A total of 487 properties were allocated during 2014– 15, including 75 new build homes. More rigorous pre-tenancy work was introduced into the allocation process, such as tenancy sustainment assessments, Experian credit checks and payment of rent in advance. There were also 56 home exchanges through the year, saving £159,800 in empty home costs. To promote home exchanges, a ‘Get a Move On’ event was held in February. Staff were on hand to provide information and support about moving home. Twenty-two referrals were made for further support, either for help with moving or Financial Inclusion.
Empty Homes On 31 March 2015, we had a total of 64 empty properties, of these, 44 properties were unavailable as they were undergoing improvement works. Investment in new homes. Services to your home and communal areas, for example, grounds maintenance. Improvements to your home, such as new bathrooms.
Interest on our loans. Staff costs, offices and overheads. Repairs and services to our homes.
HOW WE PERFORMED Internet With so many applications for services and benefits being online, we work hard to ensure tenants have access to the internet, either through their homes or through the Digital Dens that are available across Shrewsbury. Only 44% of our tenants access the internet at home with another 9% accessing it outside of the home. 53% of our tenants do not use the internet, mostly because they lacked the skills and confidence or because of the high cost of the equipment or connection costs. Of those who did use the internet, they accessed it through the following ways:
Mobile Phone 55% Laptop 53% PC 33% Tablet 31% Games console 8% TV 7% E-book reader 3%
Social Media
1765 Twitter
Followers @severnsideha
Severnside Housing: 2014–15 Annual Review for Residents
444
Facebook Likes SevernsideHousing
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HOW WE PERFORMED Our Performance
Satisfaction with Service Satisfaction Rating:
88%
Tenants under the age of 35 were least satisfied, especially if there were children in the house.
Overall quality of the home
Satisfaction with their neighbourhood
Value for money — rent
Satisfaction Rating:
Satisfaction Rating:
Satisfaction Rating:
Sheltered housing tenants were most satisfied with the quality of their home.
The issues of most concern were car parking, dog fouling, rubbish and noisy neighbours.
Overall, satisfaction has increased by 3% since the last survey.
84% 85% 84%
Key
Positive
Neither
Negative
Value for money — service charge
Keeping Tenants informed
Satisfaction Rating:
Satisfaction Rating:
Overall, satisfaction has increased by 7% since the last survey. Low satisfaction ratings were found among single parents.
Satisfaction levels have fallen by 6% since 2012, with households consisting of adults and children being the least satisfied
How we deal with enquiries
How we deal with complaints
76% 78%
Satisfaction Rating:
Satisfaction Rating:
85% 70%
Four out of five tenants were satisfied at how we deal with enquiries.
One in ten tenants were dissatisfied at how we deal with complaints.
Severnside Housing: 2014–15 Annual Review for Residents
How we can improve Whilst the majority of you are happy with your home, we recognise there are areas where we can improve. These areas have been identified through the STAR Survey results. We will continue to provide you with all the services that you said you are happy with and we will work hard to improve the following areas. rr Our repairs and maintenance service will add an emphasis on getting it right the first time and keeping you informed about when you can expect work to be done. rr We will improve our customer care by helping you get hold of the right person more quickly and ensure enquiries are followed up in a timely manner. rr Improve our grounds maintenance programme with an emphasis on outdoor communal areas. rr Improve our communication with you, both listening to your needs and providing information back to you.
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Our Customers Standards
Resident Involvement & Empowerment Standard Resident Senate, Resident Inspectors, Grounds Maintenance Inspectors and the Customer Panel met throughout the year to discuss projects, issues, policies, strategies and ideas.
Walkabouts Walkabouts are open for everybody to be involved in and aim to highlight and address issues in the community. You can read more about our walkabouts on page 8.
Resident Senate Resident Senate have been addressing Severnside’s Value for Money and helping ensure the necessary supports were in place ready for the roll out of Universal Credit. They continue to make recommendations to the Severnside Board about the services delivered.
Resident Inspectors Resident Inspectors have been involved in the Estate Walkabouts, identifying issues that affect local communities, as well as auditing our services and standards.
Photo: In March 2015, Severnside was delighted to receive the Diversity Network Accreditation from the Housing Diversity Network, recognising the great work we are doing to ensure equality and diversity is at the heart of our business.
Customer Panel The Customer Panel is an open access group where everyone is welcome. Any changes to services or service developments are discussed with the Customer Panel during the year.
policies and procedures linked to the maintenance of the homes and areas where our customers live. It is made up of residents and members of staff, with some of the residents also involved in other groups such as Resident Senate, Customer Panel and Resident Inspectors.
Equality & Diversity Focus Group
AMTIG do not have regular meetings but come together whenever a review needs to be carried out.
The resident Equality & Diversity Focus Group works to ensure we meet the diverse needs of our residents.
Get Involved
Asset Management Tenant Involvement Group (AMTIG) The Asset Management Tenant Involvement Group (AMTIG) was set up to look at our
The Urban Challenge Project West Mercia Police ran an Urban Challenge Project, funded by Severnside’s Community Chest, to encourage children to look after and take pride in the area where they live and to also watch out for their neighbours.
There are many ways for you, our residents, to get involved. Read Deb’s story on page 16 to learn more. You, too, are welcome to join us. Contact the Customer Services Team and they will let you know all the different ways you can make your views heard. Customer Services: 0300 300 0059 or community@severnsidehousing.co.uk
could evidence a substantial drop in the levels of anti-social behaviour. Pictured is PC Andrew Gardner and CSO Jennifer Randall, from West Mercia Police’s Urban Challenge Project, receiving a Community Funding cheque for £2,176 from Edge Abboh, Community Development Officer for Severnside Housing.
Through community projects, such as litter picking and gardening, the Urban Challenge Project enabled Police to actively engage and build good relationships with local children living in the Castlefields and Ditherington areas of Shrewsbury. PC Andrew Gardner, who organised the project, had previously run the project in other communities and
Severnside Housing: 2014–15 Annual Review for Residents
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Our Customers Getting Involved: Deb’s Story
Getting involved
It really does help – if you like it, then you can help keep it going and if you don’t like it, then you can help bring about changes.
Deb has been a tenant with Severnside for about a year and a half and is really enjoying it.
She says she had no idea how much better it would be to rent from a social landlord rather than a private landlord. “We have a decent house that was safety checked before we moved in and repairs get done. We’ve found the staff at Severnside to be approachable and we feel valued as tenants. And, of course, it’s cheaper.” These are some of the reasons why Deb wanted to become an Involved Resident. She said, “my kids were getting older and I felt I had something to give back. It is quite empowering to have the opportunity to get involved. I really appreciate what Severnside do for me as tenant and I’d like to think I can help them to help other tenants and continue to offer the services they do.”
at Value for Money and, more recently, assessing systems supporting the roll out of Universal Credit. Deb also volunteers with the Community Development Team, giving up her time to help people get online and embrace the world of computers and other digital technology. She tells the story of one lady who came in filled with fear over her brand new laptop. Over a few weeks, she slowly became more confident, even with the simple task of taking it out of her bag. Deb encourages others to get involved. She says, “it can become quite insular and isolating to be at home all the time. I’ve found my confidence has grown as I’m meeting people and using my skills. It’s also interesting to learn more about Severnside and some of the challenges it faces as a business.”
“Getting involved really does help — if you like it, then you can help it keep going Deb has been a member of the Resident and if you don’t like it, then you can help Senate since Autumn 2014 and before that bring about changes. And there are lots of was involved with the Customer Panel. different levels you can get involved at.” The Senate has many responsibilities, including ensuring the tenants have a voice Deb McBride is a member of the Resident at Board level, benchmarking Severnside Senate and also volunteers with the Digital against other housing associations, looking Inclusion Programme.
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I like it because I feel I can directly help other tenants.
Severnside Housing: 2014–15 Annual Review for Residents
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Our Communities Standards
Home Standard Well Maintained Homes During 2014–15, £10.24m was spent on repairing, maintaining and improving our homes and we completed in excess of 18,000 repairs. The table below shows the major repair and maintenance works that we completed. Customer satisfaction across the year indicated that 87% of our customers were happy with the repairs service they received.
Improvement Works Improvement works and repairs were carried out to 408 properties that became vacant during the year, ensuring they met Severnside’s Lettable Standard before being re-let to customers, at a cost of £831k. Customer satisfaction across the year indicated that over 93% of our customers were happy with the quality of their allocated property. Over the next five years, we aim to spend £49.4m on repairs, maintenance
Kitchens Bathrooms
Quantity 236 301
Electric Heating Systems
32
All of Severnside’s new homes are built to the highest standards of quality and energy efficiency. Our new properties feature solar panel water heating systems, ‘A-rated’ high efficiency condensing boilers and Standard Assessment Procedure (SAP) ratings that exceed the minimum recommended levels. Severnside also has a number of sites that are still in the process of being completed. These will add an additional 221 homes and are shown in the table opposite.
Shared Ownership Market Rent
Social Rent
166
Full Re-roof
46
Fascia and Soffit
76
Windows (secondary glazing)
At Severnside, we are committed to providing quality, affordable homes for our local communities. As well as maintaining our existing housing stock, we have a key role in developing new homes in the local area and work in association with a number of different organisations to do this. In 2014–15, we built 83 new homes.
85
Central Heating Systems Rewires
New Homes
Breakdown of new homes
Major works completed in 2014–15 Item
and improvement works. Of this £24.2m will be spent on planned/improvement works (excluding cyclical, responsive and programme overheads).
1 Affordable/Discounted Rent
Photo: First place for the 2014–15 Communal Garden went to Edgefield Green.
Number of sites in progress with expected completion date Address WEM, Soulton Road (Phase 3)
No. of Homes
Due
6 units
Jun 2015
SHREWSBURY, Bell Lane
4 homes
Aug 2015
SHREWSBURY, Glebe House (Holy Cross)
27 homes
Jun 2016
WELLINGTON, Wrekin Road
14 homes
Apr 2015
SHREWSBURY, Rowland Court
41 homes
Sep–Oct 2015
SHREWSBURY, Arlington Way
12 homes
May 2015
LEEGOMERY , Lawton Farm Way
11 homes
Aug–Nov 2015
OSWESTRY, Morda Bank
6 homes
Oct 2015
SHREWSBURY WEST
45 homes
Dec 2015–Dec 2017
WHITCHURCH, Tarporley Road
10 homes
Dec 2015–Dec 2016
WHITTINGTON, Station Road
1 home
Jul 2015
Buy backs
1 home
Aug 2015
SHREWSBURY, Riverside Meadow
15 homes
Sep–Dec 2015
TELFORD, Leegomery Road
15 homes
Sep 2015–Jan 2016
GOBOWEN, Wats Meadow
12 homes
Mar 2016
1 home
Jul 2015
HADNALL, Church Lane
Severnside Housing: 2014–15 Annual Review for Residents
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The guys who came to do the work were really good. The boiler was condemned so they installed a whole new system, including radiators and it was all done within a week. The lads were brilliant. They asked my opinion about where I wanted different things and nothing was too much trouble. At every step, they explained what they were doing. When they took the old boiler out, there was an empty space, so they said they would put some shelves in there for me – absolutely brilliant! I couldn’t have asked for anything better.
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Our Business Standards
Value for Money Standard Value for Money In the recent Survey of Tenants and Residents (STAR), 84% of you were satisfied or extremely satisfied with the Value for Money of your rent. We were pleased to learn that satisfaction has increased since the 2012 survey. The results are shown in the table below. We work hard to continually improve our homes and services for you and Severnside continues to deliver its Value for Money Strategy. Your rent helps to pay for the services you receive and to maintain your home. It also helps pay for loans we needed to purchase your homes and to build new ones. On page 10, you can see a breakdown of how each pound of your rent was spent last year.
Satisfaction rating for value for money of rental properties
2015
Percentage
2012
All Tenants
General Needs Tenants
Sheltered Tenants
Photo: Our Customer Services Team is on hand to answer your calls
Severnside Housing: 2014–15 Annual Review for Residents
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Our Performance Standards
Governance and Financial Viability Standard Board of Directors
Funding and Viability
Severnside Housing has eleven Board members, consisting of eight independent members, one co-optee member, one Shropshire Council nominee and Severnside’s Chief Executive.
The Homes and Communities Agency (HCA) confirmed that we have retained our V1 and G1 rating for viability and governance — the highest rating available, confirming our financial management and future viability is strong and the organisation is well governed.
The Board works with the Executive Team and Resident Senate to ensure current and future residents’ needs are met and that Severnside operates at the highest level. Each member has a high level of expertise, skills and knowledge drawn from a variety of backgrounds and careers.
This has helped Severnside secure long term funding, providing financial stability and allowing us to continue to build new homes and improve our services.
Photo: Chief Executive Sarah Boden greets Severnside operatives and admires the new van fleet.
As an honest and transparent organisation, we aim to provide clear and accurate information to our residents. We have many processes to ensure the information we provide is correct, including: rr Checks by our involved resident groups. rr Reviews by our auditors and funders. rr Official recognition by other organisations, including awards and accreditations (some of these can be seen on the back of this report).
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rr Reviews by our regulator, the Homes and Communities Agency.
Severnside Housing: 2014–15 Annual Review for Residents
A huge thank you to SG (I can’t fully name but he does deserve praise) and his Central Heating team (who’d have thought so much would be involved in fitting a new heating system). They worked non-stop for two and a half days and all three men laughed and smiled the whole time, despite the little water problem we had. Nothing was going to stop those blokes. I’ve never seen so many work tools. My house was in chaos but you’d never have known they had been here when they left, not a speck of dust anywhere. Impressive.
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Governance
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Our Performance Megan’s Story
Megan’s Story
Megan’s advice to other Job Seekers is to make the most of any job placements you have the chance to go on. . . Take it seriously. . . When Megan finished university she returned home to her family, who had recently moved to the Shrewsbury area from Stirling in Scotland. Megan signed up to Job Seekers looking for office-based work with a preference for a charitable organisation. Shortly afterwards, she was offered an eight week placement with Severnside Housing. Megan says, “I was grateful to be given the opportunity to do something productive; and excited as it sounded like a position I could do well in.”
Residents, whether it’s grounds maintenance, customer panels, or Resident Inspectors. She also assists with Severnside’s Learning Programme and helps the Community Development Team with events and administrative duties. Megan says the most interesting part of her job is working with the residents and getting to know them and the variety of her job. She says, “I feel like I’ve learnt a lot and have been given a lot of responsibility.”
As her eight week placement came to an end, a position became available in the Community Development Team. As Megan had been really keen and competent during her placement, she was offered a temporary eight week paid contract. This was later extended to a twelve month contract which Megan hopes will be extended again.
Megan’s advice to other Job Seekers is to make the most of any job placements you have the chance to go on because you never know what may happen at the end of it. Take it seriously and build relationships within the organisation rather than thinking it’s only short term so it doesn’t really matter. Don’t be afraid to ask for opportunities or for more information. Get stuck in and make a difference where you can.
Her job title is now Community Development and Resident Involvement Support Officer and Megan says she is the first port of call for Involved
Megan is the Community Development and Resident Involvement Support Officer at Severnside Housing.
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Get stuck in and make a difference where you can.
Severnside Housing: 2014–15 Annual Review for Residents
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