What a difference a day makes
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Annual Report 2011/12
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Introduction from Chair & Chief Executive Every day, our staff do things that make a difference to the lives of our Customers. Sometimes it’s in a small way – having a chat while they’re cleaning the stairwell, giving out a leaflet to signpost a new service, or getting a repair done quickly and efficiently. Other times, something we do can change a person’s life – handing over the keys to a home offers a new start in life; helping them face up to a long term personal problem is a first step in overcoming their difficulties; finally getting a cheque for the backdated benefit we’ve appealed for them relieves financial stress. Our Business Plan is no different from anyone else’s – we set ourselves high level goals and are proud when we achieve them. This year we set out to prepare our Customers for the challenging benefits changes ahead, to work with them to find jobs and training, to ask them about the quality of our services, via two major surveys, and to continue our popular investment programme (WHQS) in their homes. We aimed to inspire confidence in our Regulators via a robust self-assessment process, and also provided an extensive range of Customer Involvement & Community Development activities. Our Development team once again delivered more than originally anticipated, creating homes for 59 households. We expanded our Support Services by winning new, larger contracts in the Vale of Glamorgan, and were able to fund over 100 solar panels from our own money, helping Tenants and our future income at the same time. And last but not least, our Great Place to Work survey of staff, plus independent assessment, saw us achieve 5th ‘Best Workplace’ in the UK, beating all other Welsh organisations and all other Housing Associations in the UK who entered. But what makes us most proud is what our work means for individuals, and how our work on one day can change lives. In this report, we share with you some of our ‘great days’ from the last year to illustrate the difference we make.
“It is from comin g to aff event s most of the important ch anges happen in my life.” N inian Park Primar
y School assistan
Taff Housing Association Annual Report 2012
t & Tenant – Waf fa Fadeel
Taff Housing Association Annual Report 2012 3
4th April
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On the first Monday in April we started on our brand new Suppo rting People contracts for the Vale of Glamorgan Council. We were successful in securing two contracts: • A Generic service which includes people with a Learning Disab ility, Mental Health & Physical Mobility/ Disability issues, Chronic illness , Older Persons • A Vulnerable Parents service covering Single Parents & Famil ies
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The tender process was very rigorous and involved collating a range of evidence, responding to pre-set questions, and making presentations to Vale staff. We invited service users along to tell their stories during the presentations, and they were able to say how our work had made a difference to their lives.
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“Taff Housing has turned my life around for the better, witho ut their support and help I would not have got anything done.” “I can’t fault the service that I have received not only by indivi dual support workers but all of the team. It has made a difference to my life having staff visitin g and supporting me.” We were very grateful for their input and extremely proud and happy to be awarded the two contracts, so we can carry on the good work.
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all the electrical We welcomed Kevin & Jonny who were employed to carry out g the year Durin ctors. works for our properties – this is instead of using contra s. By doing the team carried out 1,448 repairs and tested 212 electrical system have had would we VAT the the work ourselves we saved £89,000, including all to pay if we used a contractor.
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Tenants were pleased with the new service too, here are two of the many compliments that the team received during the year:
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“The electrician was very polite & tidy. Explained the job he was doing & was very professional.” “Work done to a very good standard, he was very polite & I was very pleased. He cleaned up after him, I said I would do it but he left everything nice & clean & tidy.”
18th April – Tenant Profiling
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We started the mammoth task of updating the information that we have on our Tenants. We sent out pre-completed questionnaires asking Tenants to confirm the information we had was still correct, but we also asked for some more information, for example, about Tenants’ income. If we did not get a response, we telephoned or visited. We now have information on 90% of our Customers. We use the information to tailor our services to Customers on a daily basis, but we have also used it to help us measure the impact of Welfare Benefit Reform for each person. We can now offer individual advice and support to the Tenants who are affected.
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5th May
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Taff Tenant Esther Patricio, from Riverside was delighted to receive a refurbished computer from us. a “It was very nice of Taff Housing to give me a PC. I did not have computer before – to me, computers bite! I had been on so many courses, but I just did not pursue it until I got the PC. Considering the cost, I could not afford to buy one myself.“ s with Tenants during a In all, more than 35 PCs and one laptop were given new home are and, where needed, five-month project, including basic operating and anti-virus softw dongles to connect to an internet provider. ed PCs to help Tenants in Riverside, Grangetown, Leckwith and Canton receiv them get online. opened up a Esther, who is originally from Zimbabwe, said the computer had with people. touch new world to her: “Now I am on Facebook and I can get in ling is another I have friends and family all over the world I can contact. E-mai thing I can do now.” internet Tenants are also using their PCs for homework, job searches, &
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shopping.
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“It has made life easier and I can now shop from home.” s. Plus, I am ”I am very satisfied with it. It helps me a lot in organising my thing learning new skills every now and then.” “It has made communicating with my family members much easier. I am also reading newspapers on the internet.”
18th May
plots into an ible task - turning five derelict What had seemed like an imposs f staff joined ievable, when more than 20 Taf ach ked loo ly den sud – ent tm y at allo a special Corporate Allotment Da for ys cla Bar m fro s yee plo em forces with Leckwith last May. Tenants and contractors from In the weeks before, Taff staff, busy clearing debris from Macob and Landcraft, had been . the site, ready for the action day 2011 usly donated a potting shed Barclays – Taff’s bankers – genero The lt on the day by the volunteers. for the allotments, which was bui ct stru con members and Tenants to Barclays team joined other staff small generally clean up the site – no some planting beds, paint, and courts! feat, as it’s the size of five tennis put to use for meetings, tea and The new shed was immediately es. e to bring on a Tenant’s tomato ous enh gre a as n eve and e rag coffee making, sto ons and were filled with leeks, peas, oni The raised beds made on the day fine crops for Tenants to enjoy. courgettes, which later produced cheap, healthy food, efits from the project– growing Tenants have gained many ben t holders meeting other Tenants and plo on nti me to not y, lth hea and getting fit produce!) s of people sharing seedlings and (it is a very friendly site, with lot
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Taff Housing Association Annual Report 2012
25th May: Great Place To Work
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JUNE 2011
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13th June Miss A started a new housing association tenancy and, with the help of her Tenant Support Worker, settled into her new property quickly, contacting the appropriate external agencies and utility companies to set up new accounts. At the time, she was 18 years old & pregnant. The Support Worker completed a Community Care Grant Application for financial assistance to buy essential household items. Unfortunately, the application was declined and so was the appeal. Undeterred, her Support Worker requested a review by the Independent Review Service which resulted in Miss A receiving £1,471 in financial assistance which allowed her to buy essential items and decorate her property.
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Miss A has since given birth to a baby daughter. She has successfully been managing her tenancy independently and is enjoying being a new mum in her own home.
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20th June My name is Baby Ty and I live in Ty Enfys with my Mum. I’m nearly 2. I’ve had lots of fun days!
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What a night to remember! We were crowned 5th Best Workplace overall in the UK, 44th in the whole of Europe, and won the UK award for Health & Wellbeing for staff. We were the best placed Housing Association and the highest placed Welsh organisation on the list of 50 – even beating Admiral Insurance! It had always been our goal to reach the top 5 in this list, which is the most prestigious employer award in the UK, so we were delighted to achieve it, especially as one of our favourite TV personalities, Bill Turnbull, was the host for the evening.
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JUNE 2011
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One day when the sun was shining I played in our garden with my friends. Best of all I like it when our playworkers, Elaine and Michelle, get the paddling pool out and we all get very wet. Sometimes our Mums play in the garden, too. Once they put music on and jumped around a lot. My Mum said it was Zumba – we all thought it was very funny! Another time someone brought us a big parachute to play with and we bounced my Tigger up and down in it.
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JULY 2011
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4th July
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was t with Barclays Bank en em re ag an lo m £5 A new loan facility ement is for a 30 year unch, completed. The agre tice since the credit cr ac pr on m m co is as , although t the loan reviews that may rese ly ar ye e fiv be ill w e to help ther £2.5m on this facility n aw dr y ad re al ve ha terms. We finance new homes.
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JULY 2011
et sign up 7th July: Pendyris Stre
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keys development got the et re St is yr nd Pe r ou days are The first Tenants of up day’. Our sign up gn ‘si is th St on es m ho ours and hb yris ig ne to their new d w ne r n ei th e t ee P Up nants get to m Sign s. always popular, as Te ie lic po s ff’ Ta d an es new hom learn all about their ramme the development prog r fo ar ye l sfu es cc su It was a really mes were built w homes. 59 new ho ne er Ninian Park on t en sp m £5 er with ov Wilson Way (the Form ey rtl Ba d an y dr un yris St La on 2 large sites – Pend using 158 people. Football Ground) – ho mes ership with Redrow Ho rtn pa in es as ph 2 in 11w mber of20ne as developed site and included a nu Bartley Wilson Way w e th of st re e th e on th g te housin e – the developers on ac iSp M who developed priva rly ila Sim . ct apprentice the build contra l labour and provided ca apprentices as part of lo oy pl em to ed itt – also comm former Laundry Site degree of places on site. Level 3+ giving a high es m Ho le ab in sta Su hot water. et the Code for lar panels to provide so Both developments m as l el w as , gs in ild th to the bu the insulation and warm near family and still in I’m e. ar e w y pp ha w heating e this has made is ho very damp. Here the as w e us “The biggest differenc ho st la y M . en is very private community. The gard and quick.” warms the house nice
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e this group ha lity In a short space of tim g members of Disabi in m co be as l el w as its own Constitution, twork. They ales Disability Open Ne W h ut So e th d an es signposting Wal bility issues and offer sa di of s es en ar aw s aim to raise a close link with Taff’ ed rm fo s ha p ou gr e and information. Th . ampion, Neil Thomas Ch ty rsi ve Di y lit bi sa Di
Taff Housing Association Annual Report 2012
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ty Action (DAG) Group
e Disabili 14th July: Launch of th
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July 29th: Taff Family Fun Day
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y at The amazing Taff Family Fun Da m in the International Athletics Stadiu e of the on as Leckwith last July was voted than 750 best ever Taff events, with more ed our ent people attending. This truly cem ation, reputation as a community associ a, not as we invited everyone in the are m Sumo just Tenants. Activities ranged fro rground wrestling to Bucking Broncos, fai skills, sports rides, a wild bird display, circus re. on the astro-turf and much mo e families a The Fun Day was designed to giv mer holidays quality, free day out in the sum ue when – something we know people val n provided they’re on a tight budget. We eve ilies. free lunch for Tenants & their fam
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“Well d one for a fun day.”
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g, a great “Well done aff Housin k you.” day out, loved it, than
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261st August It’s me, Baby Ty, again! When it’s raining we stay 2011 indoors but we still have lots of fun. I like our playroom because I paint and sing and play with toys with my friends and their Mums. I like it when we have story time and especially when we all do nursery rhymes together. We’ve got a fish tank in there too and a big, bright picture called ‘Under the Sea’. There are big tubes, too. They have nice lights and make lovely bubbles. My mum says this is a sensory room – I just like to watch the fish and the bubbles.
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18th August: Getting Involved Day
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One of four ‘Getting Involved’ Days, this well attended event saw Tenants enjoying workshops such as ‘First Aid for Mums’ delivered by the British Red Cross, ‘Learning how to trace your family tree’, knitting and crochet as well as lots of information on what is happening out in the community.
Other Getting Involved Days have covered a session with Cardiff Credit Union which focussed on managing your money and a workshop from ‘Extend exercise’ for the over 50’s. Mary Hayes said “That was a very enjoyable way of keeping fit without overdoing it”.
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19th August: Riverside Festival
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about drugs from the Police, a session from the Environment Agency on flood risk and the launch of “The Way Forward” training programme at Taff in conjunction with The Wallich.
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We have developed a growing presence at the annual Riverside Festival, with staff and Tenants getting involved in the festive spirit of one of Cardiff’s oldest and liveliest community days.
Many Taff Tenants live in Riverside and will remember colourful, exotic festivals over the years. Taff has brought something fresh to the event, with sponsored activities including the Doctor Bike repair team – always popular in Riverside! – and the ‘Aveagoceramics’ pottery team, who have become a real hit at the festival. As well as providing information about services, the Taff stall has become one of the best fun destinations for festival goers, with games to play, competitions and freebies to give away. At the 2011 event, the stall was surrounded by children for most of the day, as staff ran activities, gave away goodies and prizes and announced the winner of a competition.
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“It’s really fun to be involved with the Riverside Festival – I love the parade, the colourful costumes, food stalls from around the world, the music and singing. The buzz on the day is just great,” said Taff’s Community Development Officer, Steve Dixon. Taff Housing Association Annual Report 2012
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August AUGUST15 30th Here I am again, it’s 16 2011
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me Baby Ty! Elaine taught my Mum to do baby massage and now that’s one of our favourite things and makes me feel nice and sleepy. But when I’m wide awake I like to go to our baby gym or sometimes, when there’s a party, I like our Baby Disco especially when it’s fancy dress. Sometimes Gaynor, who runs our house, finds exciting places for all the Mums and babies to go to. We went to an Action Camp in Tenby and to a big funfair – it was lovely.
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My Mum has learned to cook lots of nice things in Ty Enfys and I like it when we all have a big meal together. Sometimes our Mums and the people who work in Ty Enfys let us have a go too. I like stirring things best of all and my favourite thing is getting really messy!
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SEPTEMBER 2011
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The Centre was opened by Gareth Baber, the Cardiff Blues Coach, as part of our Annual General Meeting. The idea for a resource centre came from Tenants and they were extensively involved in researching the need for it and the planning. The resource centre is used for Tenants’ meetings, planning events, using computers and Tenant training.
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SEPTEMBER 2011
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8th September: Opening of Tenant Resource Centre
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23rd September: Golf day On this day some of our staff, who are Trustees of the Taff Charitable Trust, raised over £3,000 through a Charity Golf Day. Numbers attending smashed our expectations, with over 30 teams of fours turning up.
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After a great day on the green it was back to the Club House for the night’s entertainment, which included prizes for course competitions (longest drive, putt etc...), a raffle, disco, Band and an auction of some incredibly generous donations - signed rugby & football shirts, golfing equipment and a holiday, to name but a few.
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The Taff Charitable Trust was set up in 2003 by Taff Housing Association staff who were concerned about the financial difficulties that some of our Tenants and support clients experienced. Grants are given as a donation and are for crisis situations to a maximum level of £200.
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The Trust has received over 150 applications since its inception, with an award rate of over 50%. Unsuccessful applicants can still be given advice and support on how best to get help. During the year the Trust received 36 applications and approved 17, spending £1,960 on things such as an emergency kitchen pack for someone who had been homeless, new mattresses and mattress protectors for two children with disabilities, a cot bed for a family who are overcrowded and whose son was sleeping in the family bed with Mum, while Dad was on the sofa.
27th September: BME contact group
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The group was established to raise awareness of housing issues for the BME community and is supported by Taff, Cadwyn and CCHA housing associations. The group held its first Annual General Meeting and became formally constituted on 27th September.
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OCTOBER 2011
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7th October
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‘T’ had been living at a Taff Housing property in Riverside since 2001. Over the years, he developed lung and back problems and his health continued to deteriorate, eventually being admitted to Hospital. He reached a point where he became housebound as his lungs were lacking the ability to go up three flights of stairs. With the help of his Support Officer, T completed a transfer application and was soon allocated a flat at Red Sea House. He says:
“It is a purpose built flat for elderly clients, and some adaptations were put in for me. It is connected to the Community Alarm which gives me the peace of mind that I know that I could get help straight away. In the flat everything is on the same floor and although my flat is on the second floor, there is a lift in the building. My flat is also located near all amenities, city centre etc. Added to this, I don’t cook these days as I am provided with a subsidised meal.”
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The Tenant had a recent medical examination and was advised that his health had improved and that his lungs were functioning better than before. “I would like to take this opportunity to say thank you to all Taff Housing Association staff who helped me to move into my current accommodation.”
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My home environment was really difficult – 2011 constant arguments and disruption – often meaning I’d have to stay somewhere else to keep out of the way of what was going on. I’ve always believed that if I work and study hard I can improve my life – but the problems at home meant I couldn’t study and I was really scared I wouldn’t get my exams. Then I went for an assessment at Ty Seren and I was accepted onto the waiting list because of my situation.
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I moved in on 10th October – what a difference that day made to my life! Finally I could concentrate on my school work – even have friends to visit. With my support worker I worked out what goals I wanted to achieve – learn to cook, access benefits, budget my money, pay rent and find somewhere longer term to live. I have now moved into a supported flat, I’ve passed my exams and I’m considering my university options. Thanks Ty Seren!
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Miss H, Ty Seren Taff Housing Association Annual Report 2012
TOBER C O 14 2011
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26th October: Survey Results
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We got the results of our Tenant Satisfaction Survey – our best ever, and we think the best score for a repairs service in the UK! 91% overall satisfaction, 90% repairs satisfaction, 94% thought we were good at keeping people informed, 97% thought reception staff were polite & welcoming. Taff uses a nationally benchmarked methodology to ensure fair comparison with social landlords across the UK.
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27th October: Board approves our Customer Involvement Strategy
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We consider that involving Customers in the work that we do and the decisions that we make is key to meeting our aim of being a Provider of Choice. During the year we worked with Tenants to review our approach to customer involvement and Board approved our new strategy. We were delighted when part of our strategy was highlighted as good practice by TPAS (the Tenant Participation Advisory Service).
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NOVEMBER 2011
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2nd November
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Welsh Language Scheme available on website
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We launched a unique new www.taffhousing.co.uk/ project at our annual Taming publications Technology Day – Tenants pay to nts rent a laptop and these payme go into their Credit Union Account. This enables Tenants to also having access to a laptop build up a credit history whilst for the scheme on the day. at home. Six Tenants signed up
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29th November We celebrated the 100th Taff referral to Gofal’s ‘Our Business’ project. In the third year of this project, some Tenants joined the Intermediate Labour Market (ILM) programme and the first Tenants entered the jobs market. Waraq Osman, who is now employed by PS Services, said:
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“Before starting at PS Services, I had not had a full-time job. After starting, I moved out of the (Taff) house and I now have a flat of my own.”
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Others also said what a difference this programme has made: “I am now more confident. I can see a future for myself.” “I have a job and money, I can go to see my daughter regularly.”
11th November
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We completed our Heating t of Replacement programme as par rd our Welsh Housing Quality Standa 308 ed tall work. Since 2007 we have ins ing new boilers, significantly improv es. hom s’ energy efficiency in Tenant
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DECEMBER
8th December
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9th December: Christmas lunch
om won £100,000 fr We heard we’d imate Cl of Energy and the Department tion. housing competi al ci so ’s ge an en’ Ch stall a new ‘Gre in to as w g in The fund eltered in one of our Sh em st sy g in at ‘Air he e new system is Th . es m he Sc Housing wn on and should cut do ’ ps m Pu t ea H to Water Source ra Court. ic bills at Alexand residents’ electr
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This was the first joint Christmas meal 2011 where all involved Tenants celebrated their achievements and Taff launched Timebanks Plus. Timebanks Plus is the additional rewards scheme for those Tenants who give more than 16 hours of their time each year. We secured a range of special rewards, such as room makeovers, garden makeovers, theatre tickets, as well as family tickets for CCFC & Cardiff Blues matches. Timebanks Plus winner Sue Carleton said “Today has been fantastic, I got to meet other people who are involved with different groups and I won a free room make-over”.
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DECEMBER 2011
20th December
Members of the Welsh Government Regulation Team came in to see how well we measured up to their standards (the Delivery Outcomes). Wonder how we did?… we had to wait until March to find out!
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9th January
Mr C was supported to apply for a washing 2012 machine through the SSE (Scottish and Southern Energy) scheme – the application was successful. The next problem was help with heating bills – again, we helped him to apply for a SWALEC winter fuel payment and £120 was awarded, which will continue every year for the next 3 years. As a result of Taff’s support, Mr C is now receiving high rate mobility and care allowance, and was granted £120 to pay arrears of water charges.
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We found out from the Welsh Government that we had been awarded £1.23 million to develop Albert Walk in Canton. This was paid for as part of their Economic Stimulus package, with £9.26 Million being available for the whole of Wales. The development will produce 13 houses and two flats. The Minister came along to announce the extra money for Wales at our site.
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3rd January
It was a great start to 2012 when we received the results of our Support Users’ survey – would they be as good as the Tenants’ survey? We scored a massive 98% overall satisfaction rating – up 11% over the 6 years we’ve been measuring, and on average 10% higher than our peers (other support providers). 100% of respondents were satisfied with their Support Worker, and 87% said they had ‘a lot’ of input into their Support Plans.
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JANUARY
I’d been struggling to get work for 2012 the past year or so, as a young 21 year old being out of work and not being as sociable as I’d like had really got me down. I showed my support worker my CV and we looked at ways of altering it to make my best assets and skills jump off the page. After an hour or so of tweaking, moving stuff around and adding bits in, at last my CV was completed on 20th January. I was very excited about my new CV and I couldn’t wait to start sending them out.
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Within 2 weeks I had an interview and I felt really confident because I had a good CV that finally showed off my skills and customer service background. I went from having few or no interviews a month to having 3 or 4 sometimes in the same week!
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Within a few months I got a part time job in the field that I wanted. I’m now sociable, happy and more confident all thanks to the day I did my CV with my support worker. Miss B, Ty Haul
FEBRUARY
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2012 With the help of his support worker, Mr B made enquiries about having a ramp fitted at his property. The ramp is now in place, enabling Mr B to get out in his wheelchair. He also got help to apply to change the type of benefit he receives, as a result of which he now gets more money. Lastly, a referral for a care package was made, which is now in place, making independent living much easier.
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FEBRUARY 2012
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16th February: Pedal Power become a TimeBanks Partner
3 Pedal 4 Power aims to make “Cycling Accessible to5All” and has a range of bikes to enable people with a disability to also enjoy the benefits of cycling. Taff’s very own DAG group members have already taken up the opportunity of discounted bike rentals. The Group explained that without organisations like Pedal Power in Cardiff, cycling would just not be possible for some of them.
MARCH 2012
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2nd March Feed in tariffs (which helped fund the installation of our solar panels) were cut by half. Fortunately, we managed to install PV solar panels on 101 of our properties. They now provide some free electricity during daylight hours and should help cut our Tenants’ bills by around £75 a year.
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7th March: Launch of the ’Way Forward’ programme We launched an accredited modular training programme for our Tenants and support clients. On the day, 12 people signed up to undertake the Training. This is part of our work to help people get jobs.
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22nd March
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30th March
will leave Baby Ty again! One day soon, we own. Last Ty Enfys and have a place of our but they year 54 of my friends moved out I know sometimes come back to visit and . that I will be able to do that, too
was ay to end what w t ea gr a d an , latory e Financial Year ssociation Regu A ng si The last day of th ou 2012 H ur O ber, 12 months. e visit in Decem th on d se a very successful ba d, eding a RA) was publishe rating – only ne le ib Assessment (HA ss po st be e were ay with th At that time we t. en m and we came aw ge ga en rs said: ture regulatory ng. The regulato ti ‘low’ level of fu ra is th e ev hi tion to ac ing to high the only Associa es it delivers, lead ic rv se e th ss ro ides as ac Association prov sitive outcomes e th po e te ic ra rv st se on e m th ‘Taff can de services, and with individual on ti ac sf ti sa nt Tena cussed tion, which is fo ia oc ss A e th a whole. ss lture acro lped embed a cu he s ha munities’. ip sh er ad cal people & com Strong le lo to ce en er ff l Judgement sitive di with its Financia th al on making a po he of ll bi st an us a clean nment also gave ent, again, the be er em ov G dg ju sh s’ el as W ‘p e a Th is was e same day – th published on th n get. organisation ca
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