MHA Tenant's Annual Accounts

GREAT HOMES GREAT PEOPLE

GREAT LOCATION

TENANTS ANNUAL REPORT 2013-14

Tenant’s Annual Report 2013-14

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Other Formats or Annual Accounts Please contact the Corporate Services Team on 01495 761104 or corporateservices@monmouthshirehousing.co.uk if you require this document in PDF, large format, another language, braille or audio format.

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Monmouthshire Housing Association

J.Keegan

A.Martyn-Johns

John Keegan, Chief Executive

Andrew Martyn-Johns, Chair

On behalf of the Board and Staff we would like to welcome you all to this edition of our Annual Report to tenants.

It has been another really busy year for MHA, but that’s the way we like it. Over the following pages we hope that you will get a real feel for what we have been up to, what we have done really well and what we hope to improve at.

Our strap line is ”Great People, Great Homes, Great Location” and we like to think that’s exactly what sums up working with each other, with you and our other stakeholders in such a beautiful part of the world. In fact, you will see in our new vision we have included the word “Brilliant” as that’s how we feel about it.

We want as many others to share this feeling too as it’s so positive.

The purpose of the report is • To set out our offer to you, our tenants and most important stakeholders.

• Being held to account for the services we deliver to and for you.

• And finally...to improve accountability and transparency so you know what we do, when we do it, how much it costs and how well we do it.

Now that the Offer Document Promises have been delivered its time to work with tenants to decide on what it is you want from MHA in the coming years. We are calling this conversation “The Big Chat” and really hope you all get involved – remember it’s your chance to shape the services which we deliver to you and your community – don’t miss out!

I hope you enjoy the read and as usual I would encourage each and every one of you to come and share the journey with us, everyone has something “Brilliant” to contribute and that means you. We’d love to hear how you think we can make things even better and you can help us make the right decisions to help turn your aspirations into reality.

Tenant’s Annual Report 2013-14

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Board Tenant Members

Ken Bucknall

David Gregory

Judith Langmead

Ian Pearce (Resigned September 2013)

Sue White

Alan Wintle

Council Nominees

Peter Clarke

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Ann Webb

Monmouthshire Housing Association

Lynette Bonar (Appointed October 2013)

Board Independant Members

Andrew MartynJohns (Chair)

Barry Gallagher

Lynnette Glover (Appointed September 2013)

Tim Hughes (Resigned Sept 2013)

Alan Davies (Resigned May 2014)

Audit Committee Board

Finance & Governance Working Group Operations Working Group Remuneration Committee Tenant’s Annual Report 2013-14

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Senior Management Team Executive Officers Corporate Planning

Governance

Continuous Improvement

PR, Communication & Design

Complaints, Compliments & Suggestions

Performance Management

John Keegan, Chief Executive

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Steve Higginson, Director of Resources & Deputy Chief Executive

Ian Atkinson, Director of Property Services

David Morris, Director of Housing & Communities

Human Resources

Direct Services

Housing Management

Information Services

Trade Operatives

Community Investment

Finance

Asset Management

Tenant Involvement

Managing Director - Capsel

Repairs & Maintenance

Support Services

Surveying

Board Member - Capsel

Monmouthshire Housing Association

Board Member - Capsel

About Us Did you know?

• We are an Industrial Provident Society with Charitable Rules • We are managed by a Senior Management and Voluntary Board • We are regulated by the Financial Services Authority and Welsh Government and have received a low regulatory engagement • We have 217 employees, of which 132 are office-based and the other are non-office based

• We manage the waiting list and run the Homesearch scheme for lettings for all social landlords in Monmouthshire • We cover the whole of Monmouthshire (approxamately 329 square miles) including the four main towns of Abergavenny, Caldicot, Chepstow and Monmouth • Our turnover is 19.4 million • We own and manage 3565 homes and 279 leaseholders • We manage contracts for other RSL’s and a major care home provider

• We carry out Disabled Facilities Grant works to non-MHA tenants in Torfaen & Monmouthshire • We have a trading subsidiary called Capsel Limited, which was incorporated on 3rd May 2013. Capsel will have its own identity including a logo, vans and uniforms for its staff which you may see out and about in your local community.

Capsel will deliver a range of services including gas servicing, new homes, lettings and adaptations

Tenant’s Annual Report 2013-14

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Our Mission & Vision Statements Our Mission Statement

To provide high quality homes and services that put people first.

Our Vision By 2019 MHA will be the top performing Social Enterprise in Wales providing quality homes and services, transforming peoples’ lives and giving them the confidence and support to realise their ambitions. We will create an environment where people can have a brilliant quality of life, in areas where they aspire to live and work.

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Monmouthshire Housing Association

Achievements Against Our Objectives

Landlord: • We are committed to building 96 new homes by 2015.

• We have insulated and rendered 235 properties along with other external maintenance to over 800 homes.

• 95 homes were upgraded which included the refurbishment of kitchens and bathrooms, electrical rewiring and the replacement of 53 central heating boilers.

• The second year of the Welsh Quality Housing Environmental standard was successfully completed, which included new sheds, new bin storage, new parking improved seating facilities and improved accessibility.

Economically: • The Money Wise team have provided financial and debt advice to 379 people.

• Tenants have accessed £359,649.54 in Welfare Benefits and saved £5,070.29 by switching energy tariffs.

We also and helped our tenants save £17,858 through the Welsh Water Assist Scheme.

• The Work & Skills Wise Service has engaged with 183 tenants, including supporting 19 tenants in finding jobs.

• The DSO has gained the Green Deal Approved Contractor accreditation.

People: • Neighbourhood and Community Safety Teams have dealt with 233 cases of anti-social behaviour, of which noise is the most common complaint.

• The Photo Voltaic (PV) Solar Panels programme is complete with 738 properties having PV’s installed this year, with a total of 1061 properties now having PV’s.

• 302 tenants took part in learning,increasing skills and gaining jobs with our support.

Environmental: • We have been awarded the Green Dragon Level 3 certification and ISO 14001

• 16 volunteers have been taken on at MHA to work within our headquarters or with the DSO

• A new target of 42% has been set on CO2 savings.

Tenant’s Annual Report 2013-14

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Six Years of Achievement – How have we done?

Amount spent on improving homes: £47m Number of people housed:

Number of apprenticeships awarded: 23 (14 hired)

2,065 Money Wise Number of residents helped with benefit claims via the Money Wise scheme:

869

Amount of money saved for tenants via getting in place Welsh Water Assistance Scheme: £64,858 Amount of money saved for tenants Through Energy Advice: £14,430.29

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Work and Skills Wise

Total amount of Welfare Benefit gained for tenants:

£707.362.84

£64,858 £14,430

Monmouthshire Housing Association

Monmouthshire Housing is committed to supporting groups and projects that add value to the community, since transfer we’ve sponsored £89,335 – these are some of the projects and groups that received our sponsorship.

2011: Monmouth Town FC received sponsorship to purchase additional equipment, facility hire and coach education.

2012: Cross Ash Public Hall received sponsorship towards a kitchen refurbishment and equipment.

2013: Caldicot Inter School PTA received sponsorship for an Inter School Art Competition involving reception, KS1 and KS2 children – to purchase prizes and trophies.

2014: Monmouthshire County Council received sponsorship to purchase a childs bike and helmet as a prize for their county wide Jigsaw competition; held in conjunction with the National Cycling Championships – Bike Bash.

Number of supported tenants

(operating since 2011)

302

Volunteers placed into placements – both internally and externally to MHA

90

Number of tenants who have completed courses

128

Number of tenants engaged in learning

36

Offered £4,000 in bursaries since 2012

Caldicot Inter School Sponsorship

Bike Winner

Jobs Fair 2014

John Signing the Volunteering Commitment Pledge

Way Into Work Awards 2014

Maintenence Work

Tenant’s Annual Report 2013-14

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Performance Indicators for the Year picked by Tena

85.98%

Target: 80%

Anti Social Behaviour (ASB) cases resolved.

91.62%

Target: 96%

Tenants satisfied with repair work.

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Monmouthshire Housing Association

1.54%

Target: 2.5% Rent owed by current tenants.

63 cases

Target: 84 cases

Number of new ASB cases per 1,000 tenancies.

95.37%

Repairs completed r

On or Above Target

No

ants to report to Tenants

Target: 90%

right first time.

o Change

Below Target

98.8%

Target: 98%

Emergency repairs completed on target.

27 secs

Target: 15 secs

Average time taken for Repairs Hotline to be answered.

86.68%

Target: 97%

Urgent repairs completed in target.

22.8%

Target: 20% Offers refused on properties.

Tenant’s Annual Report 2013-14

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Your Tenancy & Benefit Changes

A DVD has been produced to inform our tenants about the changes in benefits and help our tenants understand how it may affect them. The DVD is available on You Tube and our website.

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Monmouthshire Housing Association

Homesearch

Smart Move was launched in June 2013 in order to encourage all under occupying tenants to move to a property that they fully occupy in order to mitigate the impact of Bedroom Tax, as well as helping to make larger properties available for families.

Smart Move has helped 20 MHA tenants downsize in to a property with a further 39 on the waiting list.

In the last 12 months, Homesearch housed 475 households. The team have been working with applicants to get online and bid for properties.

Smart Moves 2013/14

There are a number of services available to offer support and advice to tenants following the introduction of the benefit changes, such as Money Wise and Smart Move.

Smart Move

0%

83% of customers were overall satisfied with the service they recieved.

1st Qtr 2nd Qtr 3rd Qtr

32%

4th Qtr

47%

21%

Percentage of moves under the Smart Move Scheme

Homesearch Team

Leaseholders

Anti Social Behaviour

MHA has 279 leaseholders and each year a satisfaction survey is carried out. The survey shows encouraging and positive results.

Question How satisfied are you with your neighbourhood as a place to live?

2011-12 -

2012-13 78.4%

How have you been affected by ASB or neighbour nuisance in the last 12 months?

54.3%

40.4%

How informative is the new leaseholder handbook?

85.5%

90.2%

How satisfied are you 49.1% that MHA listens to your views and acts upon them? (worded slightly differently from last year)

55.1%

How helpful did you find the member of staff you contacted?

79%

How satisfied are you that the service charges give you value for money?

82.2%

There have been 233 cases of anti social behaviour in 2013 – 2014. The Community Safety Team have won two awards by the multi agency Gwent Domestic Abuse Pathfinder project for their work in tackling domestic abuse. One was for the newly introduced Domestic Abuse policy for employees and the other for a community project which was introduced and facilitated by the Community Investment Team.

-

66.7%

How satisfied are you with 72% the overall service provided

by MHA?

76.5%

Leasholder Conference 2014

ASB Awards Tenant’s Annual Report 2013-14

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Your Neighbourhood: Investing in our Communities

MHA understands the importance of investing in it’s communities, helping them to develop and become more sustainable.

These are just some of the events that have taken place in the last 12 months.

Disabled Tenants Get Active Panel

Learning for Residents Empowering residents through learning has seen four tenants complete a Chartered Institute of Housing (CIH) Level 2 Award in Community Participation over the past 12 months. The tenants were all mentored by MHA staff.

Crafty Women Following a successful bid, we were awarded an ÂŁ8,000 Tenant Empowerment Grant from the Welsh Government. Work has been underway to develop a group of disabled tenants who meet to help improve the services. The group is also developing new ways of attending the meetings via social media and online methods.

Youth Engagement Working in Partnership with Monmouthshire Youth Service, MHA have put together a Youth Engagement Panel. The panel is designed to ensure the services provided and communities are inclusive and responsive to the needs of young people.

Social media and modern technology is used to engage with young people.

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Monmouthshire Housing Association

Crafty Women have gone from strength to strength this year and was shortlisted at the 2013 Welsh Housing Awards for the Empowering and Involving Communities category. The group has been successful in securing funding for further development.

Dads Can

Sports in the Community

Making it Happen Grant Scheme

117 children have accessed and benefitted from sports opportunities which have been provided through our Sport in the Community Programme.

Play Work Course MHA teamed up with Clybiau Plant to provide a free Play Work course to our tenants. The 6 week course provided participants with the skills they need to work within a childcare setting.

DIY Taster Session This scheme sets aside £10,000 per year for the benefit of MHA’s tenants and communities. Successful grant applicants this year included: • Llantilio Pertholey Community Hall for the purchase of laptops and a printer for the use of the community Dads Can is a new project funded by the Big Lottery and is hosted by MHA, the project will engage and support young men enabling them to positively manage the transition to fatherhood.

• Blorenge View Garden Project for the start upcosts of a social enterprise in Abergavenny which will recycle furniture MHA piloted a DIY Taster Course which ran over 4 weeks and was delivered by MHA’s DSO. The course included tiling, putting up wall paper, painting and putting up shelves.

• Abergavenny Youth Centre to help with their community kitchen initiative • Chepstow Street Pastors to enable them to continue their street pastor service

Tenant’s Annual Report 2013-14

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Your Home What We’ve Done This year, MHA has spent £7.2 million on major repair works to its homes, including: • The external decoration to 402 properties • Decoration to internal communal areas to 42 flats • Upgrading work to paths, gates, hard standings, fencing and boundary walls to 409 properties • Replacement roofs to 272 homes • The refurbishment of 60 kitchens and 71 bathrooms • Electrical rewiring and upgrading of 14 properties • The replacement of 53 central heating boilers together with associated central heating upgrades • 18 homes have benefitted from switching solid fuel and oil to gas central heating

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Monmouthshire Housing Association

Really, really pleased with all the works carried out and the improvements made. I can’t wait to settle into my wonderful improved new home. Thank you MHA so much.”

Following the completion of the Welsh Housing Quality Standard (WHQS), work has commenced on the WHQS Environmental Standards and has so far delivered: New planters at the Reddings, Chepstow

New sheds at St Georges, Abergavenny

New parking and improved seating facilities at Somerset Road, Monmouth

New ramps at St Georges, Abergavenny.

New Developments Trevor Bowen Court, Monmouth

Trevor Bowen Court sheltered scheme has been demolished and the development has started to build 20 new sheltered homes and 12 houses for sale; which will be sold throu gh our trading subsidiary Capsel.

St. David’s Road, Abergavenny

This new development will be 6 new flats – 4 one bed and 2 two bed apartments.

Thornwell Road, Chepstow

The re-development of an old garage site to provide 7 two bed homes, 3 three bed homes and 6 one bed apartments.

Give & Gain Day Tenant’s Annual Report 2013-14

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Customer Service: Customer Service Advice Team

Work and Skills Wise Outcomes:

The team received 58,389 calls during the year.

13,344 responsive repairs completed.

All the workmen have been very professional, good attitude, very accommodating and nothing too much trouble.

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Monmouthshire Housing Association

The Compliments, Complaints and Comments Service has recently been review to improve our process and procedures, particularly when dealing complaints.

The procedure is now a two stage process;

The Direct Services Organisation (DSO): The DSO experienced another very busy year during which the ISO 9001 Quality Management standard for the repairs and maintenance service was achieved. 95% of the 13,344 responsive repairs were completed within the target time, with 95% of appointments kept.

3c’s Review

• Stage 1 being informal with a 10 day investigation and resolution • Stage 2 formal investigation within 20 days The Work and Skills Wise has engaged with 183 tenants this year of which: • 36 tenants are currently engaged in learning • 53 clients have accessed learning and completed courses • 15 computers loaned • 16 volunteers within MHA and 19 externally • 22 young people gaining jobs via MHA and Youth Services Way into Work initiative; after which a Youth Excellence Award was won.

OUR SERVICE:

TELL US YOUR VIEWS

MHA0111 Complaints Booklet.indd 1

13/08/2014 12:11:23

CSA Stats

951

Calls Received Number of calls received during 2013/2014

58,389

Number of calls received during 2012/2013

51,027

951

During the severe storms between 15th and 17th February 2014, the CSA team received 578 calls, 128% higher than the same period last year.

Number of calls abandoned during 2012/2013

4,784

Number of calls handled during 2012/2013

Number of calls abandoned during 2013/2014

8,707

Number of calls handled during 2013/2014

45,769

Calls Handled

48,568

Calls Abandoned

682

Requests and Complaints Number of callback requests raised by the CSA team Number of Estate Management requests raised by the CSA team Number of Anti-Social Behaviour complaints logged by the CSA team

1,114 474 2012/2013

2013/2014

Voicemails Actioned Average time taken to answer a call 2013/2014: 17 seconds 2012/2013: 29 seconds

During the severe storms between 15th and 17th February 2014, the CSA team actioned 52 voicemails which were left by customers and tenants compared to only 1 during the same period last year.

On 17th February, more than 2 hours of an advisor’s shift were spent intercepting voicemails alone.

Tenant’s Annual Report 2013-14

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Our Houses & Finance Where Our Houses Are Located

Grosmont Fawr (21) Crucorney Fawr (11)

Gilwern (54)

Govilon/ Llanfoist (147)

Clydach (33)

Mardy (357)

Llantilio United (20)

Abergavenny (598)

Llanelly Hill (55)

Monmouth (323) Wyesham (151)

Llanarth (16)

Mitchell Troy United (31)

Llanover Fawr (38)

Raglan United (100) Goytre Fawr (64)

Trellech United (46)

Gwehelog Fawr (4)

Usk (90)

Tintern (19) Devauden (20) St Arvans (16)

Llangybi (38)

Shirenewton (5) Caerwent (45)

Chepstow (428) Mathern (17)

Caldicot (633) Magor (18) Undy (57)

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Monmouthshire Housing Association

Rogiet (57)

Portskewett (57)

Where Does the Association’s Income Come From?

Income/Expenditure

£’000

Rent Receivable

16,158

- This includes your rent & water charges.

Service Charge Income

236

- This is your heating and lighting charges.

Other Revenue Grants

331

- This helps with the support we give older people.

Other Income

2,643

- Includes the sale of PV panels and work for other companies.

Surplus on sale of fixed assets

373

- This is money we made on the sale of 3 properties.

Interest Receivable

94

- This is the interest we made on our deposits.

Total Income

19,835

How Does the Association Spend its Money?

Management Costs

4,799

- This includes our Housing & Communities costs.

Service Charge

372

- This includes our heating & lighting costs.

Routine Maintenance

6,067

- This includes the costs for responsive & void repairs.

Major Repairs Exp

680

- This is the cost for managing our Planned Maintenance Programme.

Bad Debts

75

- This is a debt caused by tenants not paying us.

Depreciation of housing prop

1,377

- This measures the ‘wear & tear’ of our properties.

Other Costs

2,714

- External contracts and the cost of the PV panels.

Interest Payable

835

- This is on the £17.6m the Association has borrowed.

Total spend

16,919

Surplus for the year

2,916

- This is ‘our Income’ minus ‘Our total spend’.

Tenant’s Annual Report 2013-14

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0845 677 2277 communityservices@monmouthshirehousing.co.uk www.monmouthshirehousing.co.uk Monmouthshire Housing Association Nant-Y-Pia House, Mamhilad Technology Park Mamhilad, Monmouthshire, NP4 0JJ facebook.com/Monmouthshire.Housing twitter.com/mon_housing