annual review highlights in numbers - full version
2014/15
contents 4
Your Home
4
What we planned last year and how we achieved it
4
Gas servicing
5
Responsive repairs
5
Providing new homes
5
2015/16 commitments
6
Customer Service
6
Contacting us
6
What we planned last year and how we achieved it
8
Other customer service achievements
8
Plans for 2015/16
9
Complaints
10
Your Neighbourhood
10
Managing our estates:
10
Improving our estates:
10
Managing anti-social behaviour
12
The Resident Scrutiny Panel
16
Customer Engagement
20
Foundation
24
Equality & Diversity
26
Rent & Value for Money
26 32
The self-assessment
How we are governed including governance and financial viability
33
Plans for 2015/16
town & country housing annual report 2014/15
3
YOUR HOME What we planned last year and how we achieved it...
Modernise and refurbish the lifts in
NEW KITCHENS
five schemes:
2014/15
We completed the modernisation at
Actual
164
St Andrews Court, Glanfield Court, St
Target
160
Stephens Court, Audrey Sturley Court and Evernden House. NEW BATHROOMS Extend our fencing contract with
Actual
140
Countrywise Repairs: Countrywise
Target
126
continued to carry out all fencing work, including the replacement of fences at the Old Park estate. The work was done
NEW BOILERS
in partnership with All in One Property
Actual
442
Services, a social enterprise company
Target
468
run by a local resident.
Improve the energy efficiency of
Gas servicing
our homes: We have also reduced
For the second year
the number of homes with a low
running, 100% of
efficiency rating by 184 (as measured
our homes had a valid gas safety
by the Standard Assessment
certificate in 2014/15. We would like to
Procedure or SAP).
thank you for helping us achieve this.
4 town & country housing annual report 2014/15
Providing new homes In 2014/15 we completed building 412 new homes.
NEW HOMES
Responsive Repairs In the last financial
COMPLETED
412 296 affordable rent 81 low-cost ownership
year, our contractors carried out 24,129 responsive repairs. Between them, our two general repairs contractors Countrywise Repairs and
35 outright sale We also started building a further 78 new homes.
Mears kept 99.7% of all appointments they made. In addition, 91% of residents were happy with the quality of their repair, which was a 4%
NEW HOMES STARTED
78
increase over the previous year.
2015/16 commitments: We have worked closely with our repairs contractors, Countrywise, Mears and Swale, to improve the
• Install new heating at Ewins Close, Paddock Wood • Electrical wiring replacement
computer systems that record and
at Sunhill Court for communal
monitor repair orders. An example
lighting and power
is the introduction of Personal Digital Assistants by Countrywise to allow repair operatives to send ‘real time’ progress information about jobs.
• Improving communal areas in sheltered housing. • Continue taking action to tackle damp and mould
town & country housing annual report 2014/15
5
CUSTOMER SERVICE Contacting Us Our telephone service continues to be the most frequently used method for customers to contact us and during 2014/15 we received 79,430 calls to our Customer Service Centre. In 2014/15 the percentage of calls answered by the team increased to 86.7% from 84.8% in 2013/14. Increasing numbers of customers are using alternative ways to contact us, such as email, texting and using social media. For example, in 2014/15 we received over 7,000 emails through our general email box (info@tchg.org.uk ), which is about double the number received during the previous year. We will continue to offer customers a wide choice of ways to contact us, which will help reduce the volume of calls and increase the ease of contacting our Customer Service Centre.
What we planned last year and how
In response to this feedback we...
we achieved it
• Introduced a new computer
We said… we would contact you to find out
system to improve the way we
more about your feedback made in the 2013/14
record and manage contact with
‘STAR’ customer satisfaction survey.
customers
We… did this and learnt that you: • Want to be updated after you have contacted us • Expect any repairs to be dealt with in a reasonable time and want to receive (by letter, email or text )the agreed time, date and specific information of the work to be done • Expect feedback during an on-going antisocial behaviour case and when it is closed. • Expect to hear back when you contact us for any reason • Want mistakes to be recognised, admitted to and corrected quickly and with minimum fuss
• Worked with our contractors to review the repairs service and agree a series of actions to improve the service • Improved our computer system for recording and managing antisocial behaviour, updated our policy document and provided further training for staff on dealing with anti-social behaviour • Carried out refresher customer services training for all our staff.
6 town & country housing annual report 2014/15
We said… we would introduce a wider
We said… we would find out what
range of ways for you to contact us.
you think about your calls with us.
We… introduced My Home Online
We… have introduced a short
in July 2014, which lets customers
survey at the end of your call where
view information about their home
you can answer three questions
and tenancy, for example rent
about the way your call was handled
statements and repair orders. By
by our staff. Because your feedback
the end of March 2015 more than
is so important to us, we also have a
1,300 customers had registered on
link to an online survey on our email
the system. We now offer a new
signatures.
call back appointment service for Neighbourhood Housing Managers
TOTAL NUMBER OF CALLS RECEIVED
and due to its success, we will look
79,430
at expanding this further across the organisation. We are currently
2014/15
working to introduce ‘webchat’ which
85,293
will allow you to talk to an advisor online in real time.
2013/14
100%
In 2014/15 there was a 7% decrease in calls and we
CALLS ANSWERED
Performance 2014/15 Performance 2013/14 Target
90%
92%
93% 56%
42%
85%
90%
85%
87%
received approximately 7,000 emails
ANSWERED WITHIN 20 SECONDS
RESOLVED FIRST TIME
town & country housing annual report 2014/15
7
Other customer service achievements 1. In 2014/15 we applied for re-accreditation for the Institute of Customer Service’s ServiceMark as part of our commitment to providing excellent services to customers. The process involved a rigorous assessment, including customer and staff surveys and interviews and resulted in our successful re-accreditation. 2. We achieved 3rd place in the South East Contact Centre Forum Awards. 3. We strengthened our Customer Service Centre by introducing Senior Advisors to provide advice and guidance to our Customer Service Advisors. 4. Last year all of our staff were involved in a programme called ‘Journey to Customer Excellence’, which focussed on the importance of giving a great service. 5. We are providing development training for Customer Service Advisors through a structured training programme, a peer programme where advisors ‘buddy up’ with Neighbourhood Housing Managers and joint sessions to ensure teams are working effectively together. 6. We introduced a new computer system to help improve the way we deal with customer enquiries and it is already making a difference to the way we work.
Plans for 2015/16 • Review and analyse how we collect rent via the telephone and explore other more effective methods. • Develop the customer experience we provide by bringing together all the current methods we use to collect customer feedback. • Continue to embed actions from our customer service strategy and the customer service improvement programme.
8 town & country housing annual report 2014/15
COMPLAINTS
116 This year we received 116 formal complaints, compared to 174 in 2013/2014.
OF THESE 116 THERE WERE:
60
36
20
60 formal complaints
36 complaints about
20 complaints about
about repairs (out of
housing management
other services.
24,129 completed repair
issues.
jobs during the year). We aim to learn from
22%
complaints: • We carried out a full review of our policy for the management of trees
22% of formal complaints were fully responded
• Front line officers
to within 10 working days. We work hard to
received training
maintain a balance between not closing complaints
on investigating
before they are fully resolved, whilst not keeping complaints open unnecessarily. We will continue to work hard to make sure that
and explaining rent arrears • Staff received
concerns are addressed as quickly as possible
training on correctly
through our ‘quick fix’ approach.
handling complaints
town & country housing annual report 2014/15
9
YOUR NEIGHBOURHOOD Managing our estates: Last year we set up new contracts for estate cleaning, caretaking and gardening. These started on 1st April 2015 and will last for five years. Following consultation with residents last year, we introduced a new approach, which involves using a photobook containing photographs that show the standards our contractors need to achieve. The photobook shows clearly the standards that are acceptable and those that are not.
The Neighbourhood Housing Managers and our two new Estate Contract Officers will carry out regular inspections of blocks and estates to check that the contractors are meeting the required standards.
Improving our estates: In 2014/15 we completed various improvement works to our estates. A panel of customers considered a number of suggestions for improvements that had been received from residents and Neighbourhood Housing Managers. The improvements had a total cost of more than ÂŁ167,000.
The projects that were chosen included improving fencing in Cranbrook, car parking in Margate and communal flooring in Benenden and Hawkhurst.
Managing anti-social behaviour: We have continued to improve the way we deal with anti-social behaviour (ASB). Our Anti-social Behaviour Specialist has continued to deal with the most serious cases which require legal action, working with witnesses and compiling the paperwork needed. She also supports our Neighbourhood Housing Managers to review less serious cases and develop their skills.
10 town & country housing annual report 2014/15
ANTI SOCIAL BEHAVIOUR
2014/15
2013/14
NEW CASES OPENED
374
499
NUMBER OF CASES CLOSED
386
504
% OF CASES CLOSED SUCCESSFULLY
96.5%
97.7%
96%
TARGET
2014/15
2013/14
AVERAGE TIME TO CLOSE A CASE TARGET
2014/15
2013/14
55 days
51 days
57 days
town & country housing annual report 2014/15
11
“We pledged that the panel would carry out two in depth scrutiny reviews each year.�
RESIDENT SCRUTINY PANEL
The Resident Scrutiny Panel was set up in 2013 and started their first review at the beginning of April 2014. The panel is an independent body, working in partnership with and facilitated by Town & Country. They measure, test and monitor the services that residents receive and are vital to the development of our services; ensuring that we focus on what is important to residents and that we put residents at the heart of everything that we do.
12 town & country housing annual report 2014/15
...working on your behalf The first two reviews have taken place. They looked at: customer service and day to day repairs The Customer Service review made 14 main recommendations grouped into four major themes:
1
2
3
4
Improve internal
Improve
Improve systems
Review some
communication
communication
to support
of the ways we
& information to
vulnerable
measure our
customers
customers
performance to make sure that we prioritise what’s important to residents
Changes that have been made as a result of the review include: A call back system for
Improved training and information
Neighbourhood Housing Managers
for our Customer Service Advisors who
– this means that when you ring in
answer your calls. This means they can
and your Housing Manager isn’t
answer more of your queries at the first
immediately available you will be
point of contact without having to pass
given a specific time when they will
your call on or get someone else to ring
call you back to answer your query.
you back.
town & country housing annual report 2014/15
13
Recommendations include: 1. Improve the property information given at the start of a tenancy so we always give you information such as where the stopcock is The Day to Day repairs review made a total of 32 recommendations grouped into 10 themes: 1. Improving accountability/points of contact 2. Improving communication 3. Improving Information Technology systems 4. Clearly defining the Neighbourhood Housing Managers’ role in the repairs service 5. A joined up approach to the repairs service
and when kitchens and bathrooms are due to be considered for replacement. 2. Create clear, consistent, customer service standards for repairs help desk staff and the operatives who carry out repairs. 3. Always give the repair job number to customers at the first point of contacting the repairs help desk, making it easier to track repairs. 4. Improve computer systems so information sharing (between teams and with contractors) is easier. This will help us to give you
6. Improving the appointments system
prompt and accurate information
7. Getting repairs right first time
when you ask us about a repair.
8. The Handyperson Service
This year the Resident Scrutiny Panel
9. Performance reporting
will be reviewing void standards and
10. Staff training
estate services.
14 town & country housing annual report 2014/15
Don’t forget that you can influence what the panel reviews – find out how in the ‘Resident Call to Scrutiny’ section at www.tchg.org.uk/scrutiny
“The panel have real influence, reporting their findings directly to our Board.” They have their own website page
If you want to know more about
where you can read about all their
the panel, apply for a membership
work and the changes that they
or have any comments about
influence. They also have a Facebook
their work please contact them at
page where you can follow their
scrutiny@tchg.org.uk or by calling
review activities as they happen or
us and asking for Helen Charles, the
contact them with your views.
Resident Scrutiny Manager.
town & country housing annual report 2014/15
15
CUSTOMER ENGAGEMENT
Our review of customer engagement was completed last spring. As a result, we relaunched our Customer Panels giving four panels focusing on key service areas – sheltered housing, rents & service charges and repairs & maintenance (West & East). In February 2015, we also launched a new internet-based customer panel called ‘Customer Net’ which focuses on customer service issues including consultation, testing new ideas and sharing relevant information.
We delivered 15 ‘Pop Up’ events including seven in East Kent which were used to consult with customers on a wide variety of issues.
16 town & country housing annual report 2014/15
We revised our ‘menu of engagement’ and much of our customer engagement written communications material, as well as recruiting for and launching ‘Community Neighbours’ and ‘Eco Neighbours’. Both are new concepts designed to empower customers to make a positive difference to their local area.
We also developed a customer engagement strategy and action plan, which will guide the way we engage with customers in the future. The strategy was developed in line with the Home & Communities Agency’s (HCA’s) Tenant Involvement and Empowerment Standard.
town & country housing annual report 2014/15
17
CUSTOMER ENGAGEMENT
1
2
Through the STAR survey and online services focus group, you told us to improve access to online services…
In response to a high volume of complaints, issues highlighted by Neighbourhood Housing Managers and through customer consultation at ‘Pop Up’ events, we improved our approach to damp and mould…
Through the STAR survey, Rents & Service Charge Customer Panel and a dedicated focus group, you told us to improve estate standards and enable customer input into contractor performance…
We instructed our contractors to revise their initial customer assessment process to determine the cause of damp and mould, provided staff training and distributed hygrometers (dampness monitoring devices) to affected customers. In 2015-16, we will also recruit a specialist surveyor and provide training to customers on dealing with damp and mould.
In response, we retendered our grounds maintenance and estate cleaning contracts and as a result, employed new contractors to provide these services. We also developed a ‘photo book’ which is a visual guide showing standards that the contractors are required to adhere to. During 2015-16, customers will also be involved in monitoring and evaluating contractor performance.
In response, we developed and launched the tenant portal, ‘My Home Online’ which enables you to pay your rent and report repairs online. We also launched our new internet based customer panel called ‘Customer Net’.
3
18 town & country housing annual report 2014/15
4 Through the Tenant Participation Advisory Service (TPAS) review of customer engagement and through consultation with a range of tenant based groups, you told us to provide more informal engagement activities and opportunities…
In response, we revised and relaunched our Customer Panels. There are now four panels focusing on key service areas – sheltered housing, rents & service charges and repairs & maintenance (West & East). During 2014-15, we also developed the ‘Pop Up’ concept and delivered 15 ‘Pop Up’ events, including 7 in East Kent.
5
6
7
8
Through feedback from East and North Kent residents, you told us to ensure that services, opportunities and standards are consistent across all areas of stock...
Through consultation at ‘Pop Up’ events, you told us to use more graphics in our communications, information and marketing material to improve understanding and accessibility…
Through consultation at ‘Pop Up’ events and a lack of awareness of the voting system for annual environmental improvements used during 2013-14, you told us to make the voting process more transparent and enable greater tenant input...
Through consultation at ‘Pop Ups’, dedicated events and door knocking, you told us to improve external areas where you live including making some areas more ‘green’…
In response, we established a permanent office based in East Kent. We also increased our customer engagement activity, delivered 7 ‘Pop Up’ events and developed many new projects and partnerships with other local service providers.
In response, we are reviewing the information we provide to customers, including our website. Our aim is to maximise accessibility by increasing the use of graphics, pictorial and visual aids. This approach will improve understanding as well as overcome issues such as language barriers and lower literacy levels. The annual report for tenants 2014-15 is one such example of a more visual publication and there will be many more to come.
In response, we developed a new online voting system which enabled approximately 1,800 customers from all areas of our stock who are also signed up to our new internet based customer panel, ‘Customer Net’ to vote from a menu of options.
In response, we improved the communal garden at Ashby’s Point, Tonbridge to include edibles, children’s and sensory areas. In 2015-16, we also plan to improve the external environment at Hythe Close/London Road, Southborough by providing additional resident parking and relocating the bin stores. Furthermore, we plan to develop a fully accessible mini community garden, adjacent to the resident parking area at Neptune/ Middleton Court, Deal.
town & country housing annual report 2014/15
19
THE FOUNDATION The Foundation is the Charitable arm of Town & Country Housing and works towards making a positive difference to individual, family and community life. The Foundation helped community organisations attract £1.1m against a target of £500k.
3
1 40
4
Continued to further
73
Supported Café Refresh, Showfields
full-time staff who are all local residents.
provide peer-to-peer support through art
and as a result, they now employ three
support Mindwell to
therapy for people Launched
with mental health
Broadwater Buzz,
Further
issues in the local
a local community
supported and
community.
magazine sent
developed
out 4 times a year
Gray’s Tea
to support local
Room,
In partnership with the
businesses such
Brenchley
Alzheimer’s Society, delivered
as Café Refresh
to enable 73
the CONNECT course to 40
and Number
people to
people including front-line
One Community
gain NVQs in
staff from local businesses to
Centre as well
catering and
enable them to better support
as Foundation
health & safety.
clients with dementia.
initiatives.
20 town & country housing annual report 2014/15
Supported the establishment of Mosaic
Continued to further support Nourish Community Food Bank to deliver
Cookery School, which has delivered basic
emergency food support to 40-50
cookery skills tuition to over 30 residents and
families per week, including several of
developed a website. Both founders have also
our households.
completed Community Chef training and links have been made in Thanet, Canterbury and Dover to establish similar initiatives.
426
40
30 20
9
Continued to further support Domestic Abuse Volunteer Support Services (DAVSS) to develop their award-winning services across Tunbridge Wells, Tonbridge and Sevenoaks. During 2014/15, they supported 426 people and secured over £117,000 in external funding. Their 34 volunteers represent over £113,000 in volunteer time. Supported DAVSS ‘Men Standing Up Against Domestic Abuse’ conference, through PR and media, commissioning a video to support the work of DAVSS and
Continued to further support ‘Tunbridge Wells Muslim Women’s Forum’ by enabling
Delivered an exhibition
them to obtain ‘limited company’
on disability hate crime
status which will progress to
entitled Unity In Our
charitable status later in 2015.
Community, which
Also enabled them to deliver an
involved nine disability
Islamic Awareness course which
organisations and
was attended by 20 people,
resulted in significant TV
including our staff, residents and
and media interest.
partner organisations.
gaining extensive radio, TV and social media coverage on the day.
town & country housing annual report 2014/15
21
THE FOUNDATION ... Continued to deliver Work in Progress in Sherwood and copied this successful model in 3 other areas - Showfields, Brenchley and
38
at Old Park, Dover.
108
3
2
Continued to support
183
Ensured our involvement in 108
raise our profile and further embed our presence in East Kent.
enterprise which has delivered positive social
events to reflect our determination to
Counselling First social
and health outcomes for Supported 2
38 residents.
new community projects in East Kent - Unravel &
Enabled 183 residents to train in a variety
Unwind and Take Off
of new skills ranging from non-accredited
(formerly Canterbury
training to vocational courses, to reflect the
and District Mental Health Forum ).
needs of local employers. A total of 127 residents gained NVQs. Secured employment for 16 residents, plus four residents accessed the Aspire grants programme. Every ÂŁ1 invested by the Foundation in learning, skills and employment initiatives generated ÂŁ7.81 in savings to the community.
22 town & country housing annual report 2014/15
Continued to support Young Start-up Talent
Facilitated improvements to the woods and lake
in both East and West Kent, which involved
led by Kent High Weald Partnership, including
157 young people entering the competition
a major lake de-silting programme, opening
and Young Start-up Talent staff delivering
up an unused area of woodland and making it
presentations to over 7,000 young people.
accessible for the community.
157
4
1 140
2
Further supported and developed All In One Property Enterprises, which now
Led delivery of the Lottery-funded
employs the equivalent of four
initiative Old Park Local Food
full-time staff and achieved
Project, which has culminated
turnover of ÂŁ125,000.
in the provision of an extensive
Concluded delivery of the Two Worlds project, which marked the centenary of the start of the First World War
edible growing area at Old Park Community Centre, Dover.
and was developed to reflect the emerging housing needs of ex-military personnel. The final exhibit launch generated considerable media coverage and was attended by 140 people including many ex-military personnel. The project also resulted in referrals to Counselling First and media coverage to the value of
Supported Kent Wildlife Trust (KWT) to further develop and restore the chalk grassland area on Old Park Hill, adjacent to the Old Park estate.
ÂŁ75k for the duration of the entire project.
town & country housing annual report 2014/15
23
EQUALITY & DIVERSITY We are committed to achieving real and practical outcomes for our customers in terms of equality and diversity.
Case study: Our money support staff were able to support Ms D during a difficult time with an abusive partner, and were successful in applying for housing benefit for this customer which removed almost ÂŁ1,500 of debt
657
from her rent account.
We provided 657 In 2014/15 we
customers with
achieved the
money advice
100%
following:
and support.
of new customers
This service
40
received an
is available to
assessment
customers who
We dealt with
of their needs
require additional
40 reports of
and finances
support with
of new staff
domestic abuse
to ensure that
managing their
joining the
and seven hate
they receive the
finances and
organisation
related incidents.
right support
has helped our
received equality
(594 customers
more vulnerable
and diversity
received
customers in
training.
assessments
managing their
during 2014/15).
rent arrears and
100%
other debts.
24 town & country housing annual report 2014/15
401
94%
We carry out
194
The level
a range of
of profiling
adaptations
We provided
information
to homes so
support to a
we hold about
that elderly or
14
number of
our customers
disabled residents
vulnerable
increased to
can remain in
The Foundation
customers (on
94% in March
their home.
provided support
31st March
2015 from 86%
During 2014/15
to 14 community
2015 there were
in March 2012
we carried out
groups such as
194 customers
(this information
minor adaptations
Mindwell and the
receiving support
helps us tailor our
to 366 homes,
Tunbridge Wells
and 138 of them
services to meet
including grab
Muslim Women’s
had been given
the diverse needs
rails and ramps,
Forum
lifeline alarms).
of customers).
and major adaptations
Having an understanding of our customers helps us to plan our services and develop homes that meet customers’ needs. With a growing population of older people, we are aware of the difficulties that our elderly customers may encounter. We invest in our sheltered schemes to provide homes that provide an element of support for customers over the age of 50 and our support officers also do outreach work in the community visiting our more vulnerable customers. The support officers are able to provide community services to these customers including helping them to install lifelines, ensure fire alarms
to 35 homes including level access showers and stairlifts. The major adaptations are fully funded through Disabled Facilities Grants,which we clain from the local authority.
work properly and, where necessary, make occupational therapy referrals.
town & country housing annual report 2014/15
25
RENT & VALUE FOR MONEY Summary of the Value for Money Self-Assessment 2014/15
The self-assessment Each year we produce a value for money self-assessment to show how we achieve value for money in delivering our objectives and services. The selfassessment sets out the costs of delivering services, our performance and the value for money gains that have been and will be made. This section of the annual report provides a summary (a copy of the full self-assessment is included in our operating and financial review, which is available on our website or you can request a copy by telephone).
Some key points from this year’s value for money self-assessment are:
£4.47
*Social value was delivered for every £1 spent on Foundation activities
£4.69 £1.2m
*Social value generated for every £1 of grant to build new homes
£
Efficiency savings of compared to our target of £627,367
* Social Value = value to wider community
412
New homes
Rent arrears -
were built
the lowest for
1.8%
26 town & country housing annual report 2014/15
over five years
Our homes continued to meet the Decent Homes Standard An overall return on
Average number of days to let an
assets compared to 5.6%
empty home (in the top 25% of
in 2013/14
housing associations)
17
6.5%
100% £1.1m £14m
£285,000
The Foundation attracted £1.1m
Surplus to
of external
provide new homes
funding to help
and improved services
community
in the future
organisations Invested in energy efficiency works to reduce fuel poverty
town & country housing annual report 2014/15
27
Your rent and how it is spent In 2014/15 the amount of rent charged was £51,796,000, compared to £48,503,000 in 2013/14). The following shows how the rent was used (£000s)
s rvice
Bad Debt £266
te Se
Esta
49
ce
an
£2,6
en nt ai M 98 e ,5 in £4
ut
Ro
M ma ajor int ena / plan nce ned £5, 010
ns
loa n t o 44 s e er 15,8 t n £ I
18
* £6,1 n o i iat
M
an a £9 ge ,6 me 91 n
t
re-in
Surp vest lus for men t £7, 62
1
rec
Dep
*Depreciation is the reduction in the value of an asset due to wear and tear and other reasons.
28 town & country housing annual report 2014/15
The cost of services and how we compare with others
Annual cost
Town & Country
Other housing association
per property
2013/14
average 2013/14
£501.42
£549.61
Rent arrears and collection
£175.95
£149.28
Allocations and lettings
£75.91
£66.79
Anti-social behaviour
£59.22
£65.97
Tenancy management
£114.68
£158.32
Resident involvement
£75.66
£67.71
Estate cleaning/grounds maintenance
£186.58
£235.21
Repairs and work to empty homes
£668.27
£829.89
Major works & cyclical maintenance
£1,154.79
£1,421.71
Housing management
This shows that the costs for most of our services are lower than the average for other housing associations with the exception of rent arrears & collection, lettings and resident involvement. We have invested money in employing more Money Advisers and more staff in our lettings team to make sure we help prevent and manage arrears and help rehouse residents from our regeneration estates. At the time of printing, these were the latest figures available.
town & country housing annual report 2014/15
29
Our performance and how we compare with others Other housing association average 2013/14 Town & Country 2014/15 Town & Country 2013/14 Targets 2014/15 2.2%
Current rent arrears as % of rent due % of tenants satisfied with
1.8% 2.2% Target 2.5%
no figures available
planned maintenance
% of tenants satisfied with the repairs service
% repairs completed on the first visit
89% 91% Target 92% 88% 89% Target 90%
88%
94% 93% Target 92% 100%
% of homes with a valid gas
100% 100% Target 100%
safety certificate
% of homes that meet the
100% 100% Target 100%
Decent Homes Standard
% of anti-social behaviour cases successfully resolved
Percentage of rent collected (including arrears brought forward)
91%
97.7% 96.0% Target 96.5% 100.1% 99.7% Target 99.2%
The above table shows that our performance in most areas compares well with the average for other housing associations and with our targets.
30 town & country housing annual report 2014/15
100%
84.5%
99.1%
Making the business more efficient In 2014/15 we saved £1.2m and some of the ways we did this were:
a a a a a a
We entered into new contracts for external decorations using the South East Consortium framework and this saved £461,900 compared to the previous contracts.
TCHG Living produced savings of £71,000 by reducing the time taken to relet empty intermediate and market rental homes.
Countrywise Repairs did not receive an increase in their fees during 2014/15 to take account of inflation and this saved £65,300 in real terms.
We made savings of approximately £137,000 on our new development scheme at Clifton Road by entering into a direct arrangement with the building contractor, which reduced the fees associated with the project.
£57,100 was saved by handling the sale of shared ownership homes ourselves without using an agent.
We saved £87,000 by combining the Foundation with the Resident Engagement Team in order to make better use of the money we spend on community development and resident engagement events.
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HOW WE ARE GOVERNED including governance and financial viability
The Town & Country Board has the overall responsibility for ensuring we are a well run business. It delegates the day-to-day management of this work to the Executive Directors and managers.
The Board includes one resident, one Executive Member and eight nonExecutive Members. Our Boards and Committees are regularly reviewed to ensure they continue to meet our business requirements.
During 2014-15 the Board took an innovative step towards the recruitment of an additional tenant member. It decided to offer a Trainee position to a young tenant and a 12 month development programme was agreed with a view to that person becoming the second full resident member on the Board at the end of the programme. The programme will run until the end of September 2015.
The Resident Scrutiny Panel was set up in 2013 and worked hard on its two reviews last year. Turn to page 12 to find out more.
During 2014/15 the Social Housing Regulator published a new Governance and Financial Viability Standard, which all housing associations have to comply with. We carried out a self-assessment against this new standard and the results were very positive. They showed that we comply with the majority of the standard and are working towards compliance with the new elements. Our aim is to confirm that we fully comply with the standard in the 2015/16 financial accounts.
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Plans for 2015/16 • Ensure the new Board & Committee structure remains right for us as a business. • Ensure that the Boards and Committees review their membership to ensure they contain the right level of skills to enable them to discharge their duties and to drive forward Town & Country’s business. • Ensure Resident Scrutiny Panel reports continue to be made available to the Board and to tenants.
We can provide information in other languages. Call 01892 501480, give your phone number and say which language you need. We can also provide information in English and other languages on audio tape.
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Monson House, Monson Way Tunbridge Wells, Kent TN1 1LQ