Getting it right 2013

Self Assessment Supplement Wales & West Housing | May 2013

Getting it right...

At Wales & West Housing our vision is

strong, sustainable growth to make a dierence to people’s lives, homes and communities

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Once in a while every company needs to take a long hard look at itself and think about how well it is doing and what would make things better.

We talk to people every day and know how difficult it is to find somewhere to live which is why we want to grow and provide more homes for local people. We also know that we can make a difference to our residents in how we run Wales & West Housing.

We’ve taken that long hard look at ourselves, at all the things we do, and want to tell you what we found. To help explain we’ve set our findings in a certain way. Here’s how:

This is the name we’ve given to the different services we provide for our residents

like this There’s a page services for each of the d at the we provide an e for end there is on H’ W ‘how we run W

In this place you will see what Wales & West Housing plan to do Wales & West Housing will to further our services • Extend the appointmentdeve systemlop to cover

Repairs are done quickly, in one visit and when people want

Fix my home

Homes are kept in good condition

These speech bubbles People are say what we a kept informed of re aiminwhat’s g happening to do based on any works what ouabout r going on residents have told us what matters most to them

as many jobs as possible • Look again at the gas contract to make heating repairs better • Employ more tradespeople to get works done more quickly • Work with our suppliers so we have the parts to do more jobs in one visit • Work with residents to improve the design of some systems like heating controls

2 out of every 3 repairs are done in one visit, less than 1 in 10 need someone to come back and fix them again and appointments made for about half of all jobs round

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medays for us to do although most are done o16 General repairs take on average Here’s s n. Much of much quicker o formati

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Regular surveys of allin homes make sure by lis is done when needed owmaintenance n k e w bathrooms, and about 6000 homes s had new kitchens, ther boilers, windows thihave dforopeople n a s t or doors and 500 homes havesbeen adapted n e ide wewith disabilities, all in m o the last three years to r h w h

ple wit orkhappy with the service, like early contact to tell Residents tell us they arewreally o is working well and has saved us money peServices Cambria Maintenance

them about the works and like that they get to choose what is done and when Residents also tell us we could keep people better informed about what’s going on with repairs and major works and we could make more

appointments

Through Teyllouusthink N I oat is bookletanwdhyouu tcoutldhW a page 11 nd on y the diffe ouA’lrl gsoeerses r vouach ys you can ent w tell us

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Heating repairs are not so good and take an average of 4 days before they are fixed. Some residents find using things like heating controls difficult.

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what you hat think about w d to we’ve said. An for say thank you views, giving us your

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Fix my home

Repairs are done quickly, in one visit and when people want

Homes are kept in good condition

Wales & West Housing will • Extend the appointment system to cover as many jobs as possible • Look again at the gas contract to make heating repairs better

People are kept informed of what’s happening about any works going on

• Employ more tradespeople to get works done more quickly • Work with our suppliers so we have the parts to do more jobs in one visit • Work with residents to improve the design of some systems like heating controls

2 out of every 3 repairs are done in one visit, less than 1 in 10 need someone to come back and fix them again and appointments made for about half of all jobs General repairs take on average 16 days for us to do although most are done much quicker Regular surveys of all homes make sure maintenance is done when needed and about 6000 homes have had new kitchens, bathrooms, boilers, windows or doors and 500 homes have been adapted for people with disabilities, all in the last three years

Cambria Maintenance Services is working well and has saved us money Residents tell us they are really happy with the service, like early contact to tell them about the works and like that they get to choose what is done and when Residents also tell us we could keep people better informed about what’s going on with repairs and major works and we could make more

appointments s Tell u think you N what could WI ou and y

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Heating repairs are not so good and take an average of 4 days before they are fixed. Some residents find using things like heating controls difficult.

Help me pay

Help people quickly when they miss payments

Make sure people know what to pay, how and when

Make sure everyone pays and manages their money as best as they can

Wales & West Housing will • Talk more with new residents to understand the help they need to start their tenancy in the right way • Work more closely with residents on housing benefit to get them ready for the welfare benefit changes • Help more residents get bank accounts and pay by direct debit • Work with residents in debt on budgeting and make sure everyone has a repayment plan with us

We collect 99% of the rent and two thirds of residents receive housing benefit.

1 in 10 residents get into debt from the start of their tenancy and 1 in 4 are in rent arrears, often as a result of when things change, like reduced working hours.

The amount residents owe us is slowly rising and is now close to £1 million, most owe us less than £250 but some owe us a lot more.

We spend a lot of time helping people with big debts and not enough time with those residents that owe smaller amounts to get them out of trouble. We try not to evict people but have to sometimes, last year it was 18.

7 out of 10 people have a bank account. One third of people pay by direct debit and these people are more likely to stay out debt With benefits changing to Universal Credit, our staff do not have all the It’s so easy. Either: information they need reply to the text we have sent you to manage arrears. reply online at our website www.wwha.co.uk.

Or go to www.surveymonkey.com/s/GettingItRight2013 or call freephone 0800 052 2526 and ask for ‘Getting It Right’ customer survey

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I want a home People move in to a home that's ready for them

People know if they can have a home with us

Who gets a home is fair to everyone

Wales & West Housing will • Look again at how we manage lettings so people can move in quicker to a home that suits them • Make sure we record why some people are offered one of our homes and other people are not • Spend more time with new residents to help them get established • Give people more information about renting a home from us and what to do if we can’t help

We tell people straight away if we can give them a home or not and 4 out 5 people got a home within 2 years of waiting. Our properties are empty for about a month before someone moves in and 9 out 10 new residents tell us they are really happy with their home and the help we give them when they move in.

Over 1,000 people are on our lists at present while almost 900 people asked for a home and were told we couldn’t help.

People are concerned about who we offer homes to... most are offered to local people and every one has to prove they are in real housing need.

Information on how to get a home with us could be clearer and more easily available. We also need to give better advice to people when we can’t give them a home. s Tell u think you N what could WI ou and y

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Create neighbourhoods that work People are helped quickly with ASB problems

Estates are attractive, safe and well kept

Wales & West Housing will • Redesign how we deal with Anti Social Behaviour problems • Give residents more information about what they can do to solve ASB problems • Use the house condition surveys to check security • Work with residents on what can be done to encourage people to take more care of their homes

Reports of ASB problems have gone down and residents like where they live and that estates are well looked after. When issues do occur, this is often due to a small number of residents who do not look after their home or neighbourhood.

Some residents think we should solve the ASB problems they have and often we can’t. When people have problems two thirds of residents report them to us.

ASB problems are resolved more quickly when residents take the lead. When we get involved, 1 in 2 of all people reporting problems think we take too long to sort problems and do not keep them informed.

1 in 3 residents want better security, mainly new or different doors.

It’s so easy. Either: reply to the text we have sent you reply online at our website www.wwha.co.uk.

Or go to www.surveymonkey.com/s/GettingItRight2013 or call freephone 0800 052 2526 and ask for ‘Getting It Right’ customer survey

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Help me live independently Help people to keep their homes

Support people as they get older

Wales & West Housing will • Talk to residents to better understand our role in helping people stay independent and in the home of their choice • Gather more information on why people leave

People remain residents for an average of 8 years and 9 out of 10 older residents are really happy with the services they receive.

We don’t always know why residents leave us and if we could have done more to help them stay.

Getting support can depend on where you live instead of need.

s Tell u think you N what could WI ou and y

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More homes New homes are good quality and affordable to live in

New homes are in places where people want to live

Wales & West Housing will • Work with residents to produce better handover packs with the right information in them • Make more use of local contractors to keep local people employed • Collect more information from residents on what it is like to live in their home so we can improve our designs • Devise standard designs of properties to make building them more cost effective • Look into other ways of getting funding to build more homes

New homes are very energy efficient and wherever possible we use local builders and suppliers. 9 out of 10 residents are really pleased with the quality and location of their new home and we let them quickly.

Reduced grants from Welsh Government mean fewer new homes unless costs are reduced or other funds found.

New residents are not always given enough information about their new home, for example, how to use heating or ventilation systems and we need more information on running costs for residents as well as the number of defects that occur when works are finished.

It’s so easy. Either: reply to the text we have sent you reply online at our website www.wwha.co.uk.

Or go to www.surveymonkey.com/s/GettingItRight2013 or call freephone 0800 052 2526 and ask for ‘Getting It Right’ customer survey

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How we run Wales & West Housing We are responsible, supportive and fair

We use the money we have effectively

We do what we say we will

Wales & West Housing will • Make access to computers and the internet easier for staff and residents to help them cope with benefit changes • Improve our systems to make them ready for benefit changes when rents will be paid directly to residents • Look at what else we should do to make sure residents can comment on and challenge what we do and how we spend rents • Continue to review services to ensure residents needs are met

9 out of 10 residents are happy with the service they get from WWH – more year on year with 4 out of 5 residents saying we listen more and have got better with many of the things that needed work – repairs, new kitchens, bathrooms, doors and windows and making homes warmer.

Increases in running costs have been kept below inflation and with no profits to staff or shareholders, all money is put back into improving services and building more homes.

We are involved in lots of projects and partnerships to support and help local communities. Big changes such as setting up Cambria Maintenance Services and building close to 200 new homes each year have brought huge benefits.

4 out of 5 residents confirm that services are accessible and staff helpful.

We are open about what we do and publish information about actions through In Touch, on our website and on Twitter.

Welfare reforms will bring challenges for both residents and the Association.

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How well are we doing?

Please give us your feedback. If you do, and if you give us your contact details, you’ll be entered into our prize draw.

It’s so easy. Either: reply to the text we have sent you if we have a current mobile number for you reply online at our website www.wwha.co.uk. Or go to www.surveymonkey.com/s/GettingItRight2013 or call freephone 0800 052 2526 and ask for ‘Getting It Right’ customer survey Three lucky residents drawn at random from everyone who feeds back to us will each win Argos vouchers worth £100.

WIN

£10 Argo

vou ch

But don’t delay – please note that surveys received after June 30 will not be entered into our prize draw.

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Wales & West Housing 3 Alexandra Gate, Ffordd Pengam, Tremorfa, Cardi CF24 2UD. and Unit 2, Acorn Business Park, Aber Road, Flint CH6 5YN. Telephone on 0800 052 2526 Email: contactus@wwha.co.uk Website: www.wwha.co.uk @wwha wwhahomesforwales