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Your Homes Newcastle Annual Report 2012/13
Enable positive living for people in our homes and neighbourhoods
This has undoubtedly been a year of change. When we opened for business in 2004, our focus was on improving housing services and the standard of the City Council’s housing stock. Since then our service offer has broadened. We now provide a range of support services that improve the sustainability of neighbourhoods and tenancies and promote independent living across the city. We work hard to ensure that our strategic and operational objectives are aligned with those of the landlords whose homes we manage, which are now Newcastle City Council, Byker Community Trust and Leazes Homes. This spirit of partnership working is captured in our Management Agreements and continues to underpin everything we do.
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This year we reviewed our Statement of Purpose and our objectives so that they better fit our wider role and the environment we work in. They set out how we aim to continue to offer high quality services despite the challenges we face. This was done alongside a review of our Business Strategy for 2013 to 2016. Our new Statement of Purpose is to:
Enable positive living for people in our homes and neighbourhoods We are committed to improving council homes and the city, and supporting customers when they need it. But we also recognise our services must empower customers.
Our new Strategic Objectives are: 1 Make the money deliver; 2 Work together to realise a brighter future, and 3 Create homes and neighbourhoods we all can be proud of The objectives recognise that we have many responsibilities which we can only meet by working with others. The impact of welfare reform also means we need to change.
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To support our Statement of Purpose we have also developed a Strategy Statement. If the ‘Statement of Purpose’ says what we want to do, the ‘Strategy Statement’ sets out the way we want to do it. The strategy statement is to:
Respond to the challenges in our environment, focus on finance, seek opportunity and develop our relationships This recognises that: • We have to be more aware of what’s happening outside of YHN; • We have to think more about money as it allows us to deliver our services, and • Having good relationships and reacting quickly to opportunities has brought us success before and we believe it will in the future. This year’s annual report gives a snapshot of the work we have been doing to support customers and achieve our new objectives.
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£Make
the money deliver Over the last couple of years some parts of YHN have been successful in bidding for contracts for new business, whilst others have managed to attract sponsorship or access things like grants for customers.
Now we’re trying to do more of all of those things, and support teams to bring in money so that their day job is not compromised.
Things are going well so far. During 2012/13 we brought in over £2.5 million in sponsorship, grants and traded services. Our furniture rental service NFS had a great year winning:
Three one-off sale of goods contracts worth
£36,186 in total.
Two framework contracts for the supply and installation of furniture and white goods: - one worth up to
£1,500,000 over three years
- one worth up to
£750,000 over two years (with two possible 12 month extensions to this).
We also generated
£2.58 million in funding for District and Group Heating in Byker.
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Some of the money we bring in is from working in partnership with other organisations such as:
We’ve had success with our overall approach to efficiencies - consistently achieving over 3% of savings year on year. And we have reduced our comparative management fee costs to the City Council by over £4 million since 2004. But there is more we can do, from procurement of large items and contracts to day to day efficiencies such as buying fewer office supplies, reducing sickness (we’ve gone from 10.11 days in 2009/10 to 8.93 days in 2012/13), and using heating and lighting more efficiently.
• Newcastle Futures to win
£60,000
to fund a project which provides intensive housing and employment support to tenants affected by the government’s benefit cap. • Northern Learning Trust to win
£50,000
to create a resource in Walker to provide basic skills, employability skills and learning opportunities to our tenants.
Some other efficiencies include:
Concierge review -
£977,000
savings made through vacant posts not being filled during 2012/13
Investment Delivery review -
£144,500
in savings and around £370,000 from bringing the tenant liaison function back in house
Income review around
£45,000
savings
And we expect our Sheltered Housing review to save -
Housing Management - reduced re-let times from
in staffing costs
resulting in a huge increase in the amount of rent we have been able to collect on those properties.
£144,000
19 days in 2010/11 to 16.5 days in 2012/13, 8
The rents we collect fund many of the services we provide to customers. That is why, as welfare reform begins to take effect, it is so important that we continue to bring in rental income.
Collecting rent:
£102,100,963 (97.76%)* Rent arrears increased by £342,661
Standing Order
Cash 27.6%
5.3% Debit Card 17.1%
The amount of rent collected, against the amount of rent due
Top 5 ways for customers to pay rent are:
Direct Debit 22.3%
Swipecard 21.7% *The amount of rent collected is the total amount we collected over the whole financial year, as a proportion of the total amount due for the same period. The figure includes current tenants’ arrears that were outstanding at the start of the year.
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Work together to realise a brighter future We have strong relationships with our customers and with external partners. This is something we need to preserve and build on. From working closely with our contractors to deliver the Modern Homes Programme, through to customers helping us decide how to spend money on estates, partnership working has enabled us to make big changes that benefit customers, the estates we manage and our organisation.
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April 2012 saw the launch of our Financial Inclusion Team (FIT). It was first set up to offer new tenants help with budgeting, benefit advice and support to settle into their new home. Between May 2012 and January 2013 the team increased customers’ income by £655,903.06, including £389,146.43 in Housing Benefit. The team has since become an important part of our work around welfare reform - responding to the thousands of referrals that have resulted from the under occupation home visits (see page 15) and working closely with those tenants affected by the Benefit Cap. We ran You’ve got the Power 3 in July 2012. We gave tenants the opportunity to decide how to spend £54,000 on projects across the city. 218 tenants voted on which projects should receive a share of the funding. Some of the projects and the difference they’ve made included: United for Employment – 27 tenants completed the 10 week course. Four gained employment, three went on to further education, 20 completed two week work placements and 22 gained qualifications in sport and business.
Helping Hands – 61 households were helped to move and 59 of those were disabled or vulnerable and claiming benefits. Those customers we helped gave extremely positive feedback.
Edible Elswick - planting and clean up events have improved the appearance of the estate, 10 schools have used the community garden to grow produce and we worked with perpetrators of ASB to discourage further incidents in the area.
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Responding to the government’s benefit changes has formed a large part of our work over recent years. A large number of our customers will have less money, forcing them to make difficult decisions about their lives and homes. We have carried out a great deal of work with tenants negatively impacted by the changes, to look at their options and offer advice and support. Activities have included:
Home visits – we identified 6,703 tenants who we believed were under occupying. We decided to try and visit each one in their home to help them assess their individual circumstances, look at their potential options and refer them for specific advice and support where appropriate. We successfully completed 4,713 visits, although many more were attempted.
Employment support – in partnership with Northern Learning Trust and Newcastle Futures to help tenants prepare for and get back into work.
Briefings – to various partners, stakeholders and community organisations to give an overview of the changes, what the impact is on customers and YHN and what we and they can do to help.
Reclassification – of properties where an Easibathe shower unit has been installed. This has removed or reduced the impact of under occupation for a small number of tenants.
Allocations – tenants that are under occupying and who want to move have been placed in a higher band on our Tyne and Wear Homes register to help them to downsize, and we have promoted mutual exchange as a way of helping tenants swap to a more suitable property. We have also changed our sign up process for new applicants to make sure they understand the implications of under occupation at registration.
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Staff training – to make sure all staff (mainly housing management) know what the changes are, what the impact is on YHN and what they should be advising customers. Online resources are also available to all staff to enable them to stay up to date with the changes and our response.
Reductions in budgets at the City Council mean they may not be able to continue running some local facilities such as leisure centres and libraries. We have been working with the Council to identify possible partnership arrangements where we can share existing facilities to provide a housing management service whilst preserving the local library facilities, for example.
We have helped a number of tenants gain qualifications and find work. During 2012/13 we:
Partnership working also extends to our neighbouring authorities. Going for Gold is our new way of monitoring the quality of our estates. Trained YHN tenant inspectors inspect our estates once a year and rate them Bronze, Silver or Gold. Then colleagues and tenants at Gateshead, Hartlepool and Gentoo, who have formed a benchmarking club with us, share best practice and give an impartial review of our estates. This allows us to make continuous improvements for the benefit of all residents.
Took on 10 apprentices from YHN managed homes, in a range of roles across the business 60% of these have gained full time work.
Employed 20 unemployed tenants for six months through our Your Homes, Your Jobs programme - 75% have since gone on to longer term employment.
137 tenants were supported at the Walker Learning Hive. They received one to one support, advice and guidance with employment, job searching and ICT. 30 completed maths and English courses, and 42 have moved into employment, education, training or volunteering.
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Homes improved during 2012/13:
993
Bathrooms
1,104 have new windows
981
have new doors
1,933 Kitchens
865
1,138 Boilers
Rewires
5 March 2013
Date we completed our Modern Homes Programme
14,300 have new doors
21,000 have new windows
Homes improved since we started the Modern Homes Programme:
24,000 Kitchens
17,000
11,500 Bathrooms
Rewires
14,000 Boilers
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Create homes and neighbourhoods we all can be proud of Reaching the end of our Modern Homes Programme means the focus of our investment team is changing. We are now placing more emphasis on improving and regenerating estates through initiatives such as participatory budgeting (involving tenants in deciding how we spend money), making sure our properties do not fall below the modern homes standard – but continue to meet current and future standards, and remodelling estates to make better use of existing accommodation. During the year we:
Spent
£37.4m 1,779 on making
Spent
£9.9m
on other projects including:
o refurbishment of 17 St. Oswald’s Green* o demolition of the Cruddas Park blocks o Housing Project Fund schemes
properties decent
*17 St. Oswald’s Green was a children’s home that we converted into two 4 bedroom properties.
We have some pretty ambitious plans in place for our 2013/14 investment programme. These include environmental improvements on the Blakelaw 165 and New Mills estates, window replacement, and remodelling of some of our sheltered schemes to bring them to modern standards.
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During the year we carried out a number of external insulation projects. Due to their construction type, over 400 non-traditional properties in West Denton were unsuitable for more traditional methods of insulation. We received £700,000 of Community Energy Saving Programme (CESP) funding and £760,000 of eco funding. This enabled us to carry out a programme of external wall insulation to improve the properties’ thermal efficiency. And four multi storey blocks across the city were externally rendered to improve the insulation of the flats and reduce tenants’ heating bills. Despite experiencing a particularly cold winter, tenants in the flats saw up to a 50% reduction in their heating bills and were able to reduce the amount of time they had their heating switched on. The work even had the added bonus of giving the blocks a facelift.
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Repairs: Response times were met in:
99.62%
of cases (emergency repairs)
99.65% of cases (urgent repairs)
97.28%
99.51% of cases (routine repairs)
97.87% of repairs were completed at the first visit
of customers surveyed were satisfied with the repairs and maintenance service
In February 2013 we launched our Energy for the Future scheme, to help identify potential energy savings in tenants’ homes and reduce their carbon footprint. A home visit from a trained officer looks at their current energy bills and fits a range of energy saving devices. So far we have:
Carried out more than
70 visits
The Energy for the Future officers have also helped a number of tenants apply for the Warm Homes Discount which can save them around ÂŁ130 a year. Some tenants have seen savings on their water bills by switching to a meter.
Saved tenants up to
ÂŁ30
a month on their energy bills
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At the end of 2012 Leazes Homes became an independent charity. We are working with them as they develop new general needs and supported accommodation, and we continue to provide housing management services to their 329 tenancies across the city. In 2012/13 they delivered 42 properties across three sites. 11 bungalows at Beecham Close, Pendower have been built to Code 3 for Sustainable Homes (which means they meet strict targets for energy efficiency, so tenants should benefit from lower energy bills) as have the properties at Reedsmouth, Fenham. This site of 113 new build homes is made up of 97 private homes (which were for sale) and 16 affordable homes which are owned by Leazes Homes. The development was built on a brownfield site which was previously Hillsview Primary School and had become a haven for fly tipping.
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Enabling positive living for people in our homes and neighbourhoods Board and Management Team are providing strong leadership and direction in an uncertain environment. They remain determined that all customers and staff have fair access to our services and employment opportunities.
Equality and Diversity Throughout 2012/13 we took part in a range of activities and events including:
Mela
Northern Pride
Interfaith Week
Once again we ranked in the Stonewall Top 100 Employers in the Workplace Equality Index, continued work to ensure we maintain Level 3 ‘Excellence’ of the Social Housing Equality Framework and developed a range of Equality and Diversity training packages for all staff.
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Asian Business Connexions Expo
The Board The Board is made up of six tenant, six independent and six Council members and an independent Chair. During 2012/13 our Board members were: During the year we have had a number of changes to our Board membership.
Steve Murphy (Chair)
Judith Common
Lisa Doherty
Phil Dibbs
Since April 2012 the following members have left the Board. We would like to thank them for their contributions to YHN: George Pattison and John Stokel-Walker who left on 29 May 2012.
David Down
Veronica Dunn
Paul Dutton
Rob Higgins
Louise Sutcliffe appointed 23 May 2012 - left 14 February 2013. Gerry Keating left 3 May 2012.
Doreen Huddart
John James Reid
Matthew Myers
Sue Pearson
David Slesenger
Elaine Snaith
Ammar Mirza
Tony Moore
Julie Purvis
Nitin Shukla
Lynn Stephenson
Jane Yugire
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Jacqueline Turner and Roger Harral left 18 September 2012.
Following a Committee Review in August 2012, the Board now has five Committees. Their Terms of Reference were reviewed and new ones established, which set out the function and delegations for each Committee. These were approved by the Board in December 2012. The Committees are:
Audit
Customer and Service Delivery
Finance and Resources
Remuneration
Commercial
The three groups of Board Members (tenant, independent and Council) are each represented on the committees. The Audit Committee has an independent chair. They were appointed to provide an independent and objective approach to overseeing the work of the committee and to ensure that the organisation’s practices and processes are efficient and effective. The Chair of the Audit Committee was re-appointed for a second term of office on 18 September 2012 and will be re-appointed for a further term at the Annual General Meeting (AGM) in September 2013.
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Management Team We reviewed our organisational structure in January 2013. The Executive Management Team is now made up of:
John Lee
Sheila Breslin
David Langhorne
Neil Scott
Chief Executive
Assistant Chief Executive and Director of Corporate Services
Director of Property Services
Director of Tenancy Services
The review was carried out partly due to the retirement of Ross Atkinson, Director of Finance and Resources, on 31 January 2013 and also to ensure that our structure can support the future needs of the business and our customers.
The new Director of Property Services took up his post on 1 April 2013. The operational day to day running of the organisation is delegated to the Chief Executive and his Executive Management Team in accordance with the organisation’s Scheme of Delegation and Financial Regulations.
Board meeting dates (all meetings are held on a Tuesday)
5
3
28
11
15
November 2013
December 2013
January 2014
March 2014
April 2014
27
8
19
30
May 2014
July 2014
August 2014
September 2014 (AGM) 27
Newcastle Furniture service Rent
Rent Repairs Right to Buy Repairs Tenancy
Rent to Buy Right
YCH
Repairs Tenancy
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YHN general/Homes + People Right to Buy Bengali YCH
Tenancy YHN general / Homes + Newcastle Furniture 普通话／国语 service People Chinese YCH Simplified Rent
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Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633 這是關於如何要求維修您住房的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 0191 这是有关您作为纽卡斯尔市政租客所需要承担的责任的信息。如果您需要此信息的普通话版本或其它语 GB nj索取。 BDi †nvgm 278Z_¨ 8633 言版本，请致电 0191 wbDK¨vmj 278 8633mg‡Ü| 索取。Ges Avgiv wKfv‡e `vwqZ¡ cvjb KiwQ †m mg‡Ü| BDi †nvgm wbDK¨vmj, téléphoner 0191 278 8633 pour obtenir une traduction écrite. wbDK¨vmj wmwUauKvDw݇ji c‡¶ KvDw݇ji Ni evox e¨e¯’ vcbvi `vwqZ¡ cÖvß| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb 這是關於租客有權購買他們的市政房屋的信息。如果您需要此信息的廣東話版本或其它語言版本，請致 这是有关我们的出租服务的信息。如果您需要此信息的普通话版本或其它语言版本，请致电 0191 278 fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633 電 0191 278 8633 索取。 8633 索取。 這是關於您作為紐卡素市政府租客所需要承擔的責任的信息。如果您需要此信息的廣東話版本或其它語 Ces informations concernent le service « mobilier » de Your Homes Newcastle, quiHomes fournit Newcastle du mobilier 这是有关代表纽卡斯尔市政府（Newcastle City Council）负责管理市政房屋的 Your aux locataires pour les278 aider à s’installer 言版本，請致電 0191 8633 索取。 dans leur logement. Si vous avez besoin de ces （您的纽卡斯尔住房）组织的信息，内容解释了我们是如何运作。如果您需要此信息的普通话版本或其 informations en français ou dans une autre langue, téléphonez au : 0191 278 8633. 這是關於我們的出租服務的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 0191 278 它语言版本，请致电 0191 278 8633 索取。 Ces informations concernent votre loyer. Si vous avez besoin de ces informations en français ou 8633 dans 索取。 une autre langue, téléphonez au : 0191 278 8633. Ces informations concernent les demandes de travaux pour votre logement. Si vous avez besoin de 這是關於 Your Homes Newcastle（您的紐卡素住房）機構的信息，內容解釋了我們代表紐卡素市政府 ces informations français ou dans une autre langue, téléphonez au : 0191 278 8633. （Newcastle City en Council）負責管理市政房屋以及如何運作。如果您需要此信息的廣東話版本或其它 Ces informations concernent les droits des locataires relatifs à l’acquisition de leur logement social. 語言版本，請致電 0191 278 informations 8633 索取。 en français ou dans une autre langue, téléphonez au : Si vous avez besoin de ces
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0191 278 8633. Nç‹i@ñ‡äòí—q@0191 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ N general / Homes + Tenancy informations concernent vos.اﺳﺖ responsabilités tant queدر locataire de la municipalité deاﻳﻦ اﻃﻼﻋﺎت ، Ces ﻧﻴﻮﻛﺎﺳﻞ ﺳﻮى ﺷﻬﺮدارى اﻳﻦ ﺳﺎزﻣﺎن از و ﻋﻤﻠﻜﺮد آنen «ﻧﯿﻮﮐﺎﺳﻞ ﻫﺎى ﺷﻤﺎ ﺧﺎﻧﻪ » درﺑﺎره ﺳﺎزﻣﺎن ple @ói@óäbîŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NòŠb’@ñaŠü’@ðäbØòìíäb‚@î ‹Ø@üi@çbåï“å–‹Ø@Àbà@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ Newcastle. Si vous avez besoin deﺑﻪces informations en français ouﻋﻬﺪه dans ﺑﻪune autre langue, ﺗﻠﻔﻦ ﺷﻤﺎره ﺑﺎ دﻳﮕﺮ ﻫﺎى زﺑﺎن ﻳﺎ ﻓﺎرﺳﻰ زﺑﺎن اﻃﻼﻋﺎت اﻳﻦ ﺑﻪ ﻧﻴﺎز ﺻﻮرت در .دارد را دوﻟﺘﻰ ﻫﺎى ﺧﺎﻧﻪ ﻣﺴﺌﻮﻟﻴﺖ اداره Right Farsi to Buy téléphonez au : 0191 278 8633. Nç‹i@ñ‡äòí—q@0191 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ .ﺑﮕﻴﺮﻳﺪ ﺗﻤﺎس ٠١٩١٢٧٨٨۶٣٣ YCH Ces informations concernent notre service location. vous avez besoin de ces informations en <português> ou noutra língua, queira ligar de para o 0191 Si 278 8633. @m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @Nóîa‡Ý—bØüïä@óÜ@Šb’@ñaŠü’@ðÙ—åï“å–‹Ø@íØòì@òí—÷@ðäbØóïmóîb‹qŠói@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ français ou dans refere-se une autre téléphonez au : 0191 278 8633. Rent Esta informação àlangue, sua renda. Se precisar desta informação em <português> ou noutra Tenancy YHN general / Français Homes + Ces informations concernent Your Homes Newcastle : qui est chargé de gérer les logements sociaux Nç‹i@ñ‡äòí— q@0191 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ@ói@óäbîŠbïäaŒ@ãó÷ língua, queira ligar para o 0191 278 8633. People au nom de la municipalité de Newcastle et comment nous procédons. Si vous avez de ces Repairs Esta informação ao pedido de reparações em@ sua casa. Se precisar destabesoin informação French @Šóè@ bî@ ñ†ŠíØ@refere-se ðäbàŒ@ ói@ óäbîŠbïäaŒ@ ãó÷@ m‹ Šòì@ óÜ@ çbmŒóyŠó ó÷ Nóîóá—÷@ ð–‹Ø@ ðäbØómóà‚@ ói@ pòŠbió@ óäbîŠbïäaŒ@ ãó÷ em informations en ou dans une autre langue, téléphonez au : 0191 278 8633. YCH <português> ou français noutra língua, queira ligar para o 0191 278 8633. Nç‹i@ñ‡äòí—q@0191 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ Right to Buy Esta informação refere-se ao direito que os inquilinos têm de comprar a sua habitação social. Se @òìóÝ—bØüïä@ñŠb’@ñaŠü’@çóîý@óÜ@óØ@óîóØó䆋؊bØ@ðmóïäüš@ì@ Your Homes Newcastle @ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633. + informação refere-se às suas responsabilidades como inquilino social em Newcastle. Se Tenancy YHN general / Homes Esta pbÙi@ðmóîaŠóiòí–Šói@Šb’@ñaŠü’@ðäbØòìíäb‚@óØ@òìaŠ‡—q@ñòìó÷@ðØŠó÷ @ðäbàŒ@ói@óäbîŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @N People precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633. Kurdish Nç‹i@ñ‡äòí—q@ 0191 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ YCH Esta informação refere-se ao serviço de arrendamento. Se precisar desta informação em idioma, llame al 0191 278 8633. <português> ou noutra língua, queira ligar para o 0191 278 8633. Repairs Éstainformação es información sobre cómoHomes pedir que se realicen reparaciones en su casa. necesita YHN general / Homes + Esta refere-se à Your Newcastle, a organização responsável pela Si gestão da esta Português información en em español enMunicípio otro idioma, llame al 0191 278 8633. People habitação social nomeodo de Newcastle, e a nossa situação actual. Se precisar desta Portuguese informação em <português> língua, ligar para o 0191 278 Right to Buy Ésta es información sobre ou losnoutra derechos de queira los inquilinos a comprar su 8633. vivienda municipal. Si necesita
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YHN general / Homes Español + People Spanish
esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre sus responsabilidades como inquilino municipal de Newcastle. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre nuestro servicio de adjudicación. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre Your Homes de Newcastle, que es la responsable de gestionar las viviendas municipales en nombre del Ayuntamiento de Newcastle, y sobre nuestra manera de hacerlo. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.
Your Homes Newcastle Limited. Registered in England and Wales. Registration number 5076256. Registered office: Newcastle Civic Centre, Barras Bridge, Newcastle upon Tyne, NE1 8PR. A company controlled by Newcastle City Council.