Hillcrest Annual Report 2016

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THE HILLCREST GROUP

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t has been another successful year for Hillcrest Housing Association and all the subsidiaries within the Group. The year started with Hillcrest Housing Association taking home the award for Large Housing Association of the Year at the Scottish Home Awards. We were particularly delighted that the recognition was for our holistic approach to improving lives and expanding choices for individuals through housing, care, employability and tenancy sustainment. Our success continued in November when the Group was awarded The Courier Business ‘Local Matters’ award for Dundee.

The year ended in style with a music festival

house” subsidy. Working closely with

Hillcrest HA and other subsidiaries in the

themed staff conference billed as ‘H in

local authorities, Hillcrest managed to

Group are dependent on voluntary Board

the Hall’. This successful event gave us the

“overspend” our 2015/16 allocation to bring

Members to set the strategic objectives. The

inspiration for the music theme of this year’s

forward the delivery of new homes. In the

annual report. H in the Hall celebrated the

most recent 3-year business plan a further

work and achievements of the Group whilst

817 new homes were approved.

looking forward to our 50th anniversary

Group Board Members event in November allowed all Board Members the opportunity to work on developing the key priorities for the next 3 years.

celebrations in 2017. With over 1,000 staff

The City of Edinburgh Council recognises

employed by the Group it is critical that they

that there is a lack of supply of affordable

are appreciated for the work that they do

homes and Hillcrest, alongside another

Board Members across the Group, Hillcrest’s

and see what else is achieved in the Group.

6 local RSLs, signed a pledge to deliver

senior team led by Chief Executive Angela

16,000 homes in the city over the next 10

Linton, service users and staff members. I

years. The organisation recognises that

would like to thank them all. Their hard work

continuing to develop presents challenges.

and determination ensures that we continue

However Hillcrest is fortunate to have a

to provide top class services at the highest

robust financial position and this will allow

standard.

As a large employer with a growing team, we are acutely aware of the need to foster young and emerging talent. The Hillcrest Group provides employment opportunities and apprenticeships to young people in a variety of ways. In recognition of this, the Group was awarded the Investors in Young People Silver Award in September. Whilst delighted by this recognition we will “Go for Gold” at the next review.

us to deliver new homes for the foreseeable future.

Success in 2015/16 has been achieved only with significant contributions from voluntary

Val Howard Chairperson

After meeting the Scottish Housing Quality Standards in March 2015, Hillcrest Housing is set to rise to the new challenge of delivering

The Scottish Government fully supports

homes that are energy efficient. Reducing

the provision and delivery of social housing

fuel poverty for all tenants and increasing

and in the last year has committed to

the warmth of our homes is going to be a

increasing the overall budget and the “per

key priority over the next few years.

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CHAIRPERSON’S REPORT

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Hillcrest housing THE HEADLINE ACT

With innovation and passion driving everything they do, Hillcrest’s business activity is diverse and pioneering while remaining focused on providing their tenants and customers fantastic affordable housing and comprehensive support services that exceed expectations and truly make a difference to people’s lives. As well as a social landlord, Hillcrest is the parent of a diverse group of companies, providing backroom services to the five subsidiaries.

NEW ENTRIES During 2015/16 154 new affordable homes were completed in Edinburgh and Tayside. This included a grant spend of £10.9M which was almost £3M higher than the original target.

This exceptional performance underlined Hillcrest’s reputation as a reliable delivering organisation with its Local Authority partners.

In February 2016, the Committee of Management approved an ambitious programme of 817 new homes over the next three years.

Despite the difficult economic environment in Aberdeen, new development opportunities continue to be explored in the City as well as in Aberdeenshire, in line with the Board’s decision to expand into these areas.

FINE TUNING THE BAND To keep their services fine-tuned, Hillcrest looks to their tenants for scrutiny and review. During 2015/16 Hillcrest held a number of tenant participation events, all aimed at getting tenants involved in the decision making process and ensuring they are providing the services tenants want and not the services Hillcrest thinks they want.

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Highlights included: • Hillcrest tenants got together with tenants from Aberdeen City Council to share good practice and discuss ways to develop.

• A tenant‘s meeting was held at Discovery Point facilitated by the Tenants’ Information Service.

• Tenants visited Cairn Housing Association to find out about their contact centre, putting them in good stead to provide input for Hillcrest’s.

FAN FEEDBACK

Any service is only as good as the customer thinks and after a comprehensive tenants survey in September 2015 Hillcrest’s customers made it clear that they were happy with their performance. Areas to highlight from the survey where tenants were particularly satisfied are: • The quality of their homes • Value for money of their tenancy • Neighbourhood • Repairs service • How approachable Hillcrest’s staff were • The overall landlord experience

Hillcrest is not complacent and will continue to improve these services as well as addresses areas where satisfaction levels were not as high including; dealing with anti-social behaviour complaints and participation in decision making.

REWRITING THE LYRICS

In March 2015 a project team was set up to lead on implementing changes to Hillcrest’s current working practices. Working groups made up of staff members reviewed the services, systems and procedures and their procedures with a view to create efficiencies, work smarter and improve customer service.

Some of the work included: • Launch of the repairs customer service team and new call handling system.

• A new Income Management procedure which will maximise the use of different communication options including better use of text messaging and emails.

• The setup of a new Income Management team who are based in Dundee and will manage rent accounts across all areas.

• Developing an online platform called I-Housing which is a tenant self-service internet portal.

• A review of their Estate Management Procedure with the aim of being able to complete the inspections from a mobile device.

CHART TOPPING Energy Advice Referrals and Home Visits 2015/16 Area Angus Dundee Edinburgh Fife Perth Total

Financial Gains to Tenants Generated Through Hillcrest’s Tenancy Sustainment Service

2015/16 Referrals

2015/16 Visits

75 151 68 18 77 389

67 59 31 13 44 214

£ 506,613 28,165 512,543 34,117 110,114 41,172 11,566

Housing Benefit Discretionary Housing Payment Other Benefits Charitable payments Council Tax Reduction Other White goods / furniture

Housing Management Performance

General re-lets – average days Current tenant rent arrears as a % of gross rental income (Non-technical)

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Actual Performance 2014/15 20 3.17%

Actual Performance 2015/16 18 3.14%

Target 2016/17 18 3.65%

HILLCREST HOUSING

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SUPERSTAR TRADESMEN

The Hillcrest Group of Companies is always on the hunt for new acts

NEW ACTS

Hillcrest Maintenance

to help expand their greatest hits collection. Following their merger

Services HMS was set up in

with Clean Close Company in 2015, Hillcrest Maintenance Services

2007 to support the objectives of

has expanded its areas of operation. In addition to HMS’s traditional

Hillcrest Housing Association. HMS is a

business of supplying a variety of responsive and planned property

customer focused maintenance contractor

maintenance services, they now also provide a range of effective

who carries out a variety of responsive, void,

cleaning services to private, commercial and industrial clients.

cyclical, planned and property upgrade works for the Hillcrest Group of Companies and a small number of external customers. With their team of tradespeople and support staff based at offices in Tom ohnston Road Dundee, they can easily access all parts of Tayside, Fife, Edinburgh and Grampian. From their very first day of works in August 2007 they have continued to grow and achieve success year on year.

CHARTING SUCCESS HMS continues to help the Hillcrest Group meet many of their objectives. The key objectives met in 2015/16 were continued internal growth of HMS and the financial savings generated by HMS for the Hillcrest Group.

HMS income in 2015/16 was 8, 10k this was a 1,060k increase 1

on 201 /15 income of

7,350k. Overall Hillcrest Group financial savings were 1,012k, this being 12 of HMS income.

THE FACTOR An external consultant’s review of all aspects of HMS performance concluded that they really have the factor. They reported that HMS “provides good value for money for the Hillcrest Group” and are an “upper median borderline top uartile performer”. A small number of recommendations were also reported by the consultants which are under review and will form part of an Improvement Plan to help HMS become a “Top Quartile’ performer.

GETTING IN ON THE ACT HMS continued success and growth has helped create new jobs and training opportunities for local people, allowing them to get in on the act. HMS payroll as at March 2016 was 13 staff compared to a March 2015 payroll of 10 staff and a March 201 payroll of 8 staff.

A LOCAL GIG As well as increasing staffing levels, increased HMS growth and success has further helped the local economy as HMS increases its spending with local companies on materials, sub-contractors, supplies, vehicles, plant and e uipment.

HMS increased their vehicle eet from 68 vehicles as at March 2015 to 85 vehicles in March 2016 and HMS also increased their material and contractor spend from 3,016k in 201 -15 to 3,125k in 2015-16, this being a 10 k increase

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increase in spend in the local economy.

HILLCREST MAINTENANCE SER ICES

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Gowrie Care

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THE SUPPORT BAND Gowrie Care provides support to more than 700 people across Angus, Dundee, Edinburgh, Fife, Glasgow and Perthshire. The people who use their services include older adults, people with a learning disability, mental health issues, complex needs, addictions, Autism and people who have experienced or are at risk of homelessness.

ROADIES One of the main aims in 2015/16 was to develop their Volunteer Scheme and expand the facilities Gowrie offers through their HUBs in Dundee and Tayside. During the year they recruited a bank of 23 volunteers – 13 of which are active across Gowrie Care in a number of key roles such as drivers, buddies and activity helpers in our HUBs. In addition to developing a healthy bank of volunteers to enhance their HUBs, Gowrie also extended the geographic reach of these services.

In 2015/16, the HUB’s mobile resource services brought life enriching activities to people in Gowrie Care projects across Dundee, Angus, Perthshire and Fife.

TOP OF THE POPS Gowrie Care’s Drama Group Glee Club – which is facilitated by the HUB team - were on top theatrical form when they delivered a dynamic and different performance of Scenes for the Wizard of Oz to a delighted audience of over 150 people at Dundee’s Space Theatre in September 2015. The Drama Group is a talented and diverse group of 20 actors, singers, dancers and theatre enthusiasts who have various disabilities and support needs. The group comprises service users from 12 different services across Gowrie Care’s areas of operation. This was only made possible due to the contribution from our group of volunteers.

SUPPORTING NEW TALENT

staff, 60% of their services

Councillor Glennis Middleton,

top marks continued in the

Convenor of the Social Work

Management and Leadership

and Health Committee

category with 47% of

in Angus, opened a new

Gowrie’s services being

modern and high-tech

ranked as “Excellent”. None

residential autism care

of their services were graded

facility in Brechin in April

as being less than “Good” in

2015. The Riverview service

any of the categories.

were “Excellent”. These

provides a much needed 24 hour residential support facility for 3 people on the autism spectrum in Angus. In addition to the new autism service in Brechin, Gowrie Care was also pleased to expand the support they give to people with learning disabilities in Dundee by launching two new services in the Hilltown area of the city during 2015/16.

THE ROYALTIES Despite a slow start to people accessing their own care budget through self-directed support, Gowrie Care earned more than £300,000 for delivering care and support services to clients who were in control of their own service through self-directed support. This shows that people are actively choosing Gowrie Care as their care

HITTING THE HIGH NOTES

provider and they hope

Gowrie’s Care Inspectorate

2016/17.

that this trend continues for

results were some of the best in Scotland in 2015/16. Over 47% of their services were graded as “Excellent” for the quality of care and support they provide and in terms of

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GOWRIE CARE

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our d up at us parke d classroom B d o o F n an and ier Scotl ose built kitche g and e Health hy eatin , and rp lt u th a p n e a e h h n to w o in t ils d s t p e o u u s o o p u b l ns foc aped opens schoo a bus-sh ted lorry which of sessio tenants, local e n g e n iv g ra il were cula ing. A ounc dentials is an arti e City C lity cook ating cre . The Food Bus s a taste of ua tion and Dunde e y h lt a 015 itie ’s he ocia Dundee ers in October 2 rs give commun st Housing Ass re he art lc c il u a .

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TOP TEN

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THE BASSLINE

Hillcrest Enterprises owns a

NEW MUSIC

Hillcrest Enterprises was originally

small stock of housing which

A Group Board Members’ event

established in 1991 to provide

underwent planned improvements

in November allowed all Board

development, clerk of works and

throughout the year. The voids

Members the opportunity to

other agency services to voluntary

and arrears on these properties

contribute to the key priorities for

and charitable organisations

are extremely low and consistently

the Group over the next 3 years.

mainly in the housing sector.

below target.

Following this event, research

Hillcrest Enterprises is also the incubator for the Group’s new business ideas and ventures which generate profits to recycle into the charitable arms of the organisation.

has been undertaken to inform

FINDING THE RIGHT RHYTHM The second main area of the business is Right Recruitment – a

committees of the viability of new business ideas, including the possibility of delivering services for private rented sector properties.

care recruitment agency who provides reliable, high quality staff

ORCHESTRATING SUCCESS Hillcrest Enterprises has continued to witness a healthy demand for development and clerk of works services during 2015/16. They undertook development agency and clerk of works services on behalf of Dundee City Council at Alexander Street in Dundee and also at Jeanfield in Perth for Perth and Kinross Council. Hillcrest

to a number of care companies.

New management arrangements were put into place during the year to support the business to thrive and Hillcrest Enterprise’s Board and Senior Management have monitored performance closely. Decisions on how to take this area of the business forward will be taken during the next financial year.

Enterprises also continued to provide these services for another registered social landlord, Home Scotland, at Whitfield and Mill O’Mains, both in Dundee.

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HILLCREST ENTERPRISES

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craigowl communities

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MOTIVATIONAL MUSIC

ADDING ANOTHER STRING TO THEIR BOW

Craigowl Communities is a Dundee based charity who

Craigowl Communities took ownership of a community café in

provides learning opportunities, training, qualifications,

Dundee in 2015. Ideally located on city’s Perth Road, Roseangle

guidance and support to people in the local community

Café is near Dundee University and directly opposite Duncan of

who want to improve their circumstances. They are

Jordanstone Art College. With this fantastic west end location in

always looking to find innovative and effective ways to

mind, the café offers a relaxed and trendy place for people to enjoy

help their clients to increase their skills, confidence and

a hot drink and a tasty snack. Within the café Craigowl is offering

improve employment prospects.

local people the opportunity to gain hands on experience within the hospitality business and to gain the skills they need to enter

CHARTING IN NEW AREAS

rewarding careers.

Throughout 2015/16 the Board and senior staff set a number of objectives. One was to increase Craigowl’s

GOING DIGITAL

geographical spread and the communities they work in.

Through Craigowl, the Hillcrest Group has employed a Digital

Delivering employability courses in Perth increased their

Participation Officer. Over the last year they have developed a

reach and supported a number of people to make that

strategy to explore the endless opportunities and challenges that

first move into employment. Craigowl also extended

accompany the digital age to support their audience and the wider

their Work Choice service to Angus and North East Fife.

community in becoming connected. One of the highlights of the strategy will be a pilot project at Hillcrest’s Dens Road development.

PLAYING TO BIGGER AUDIENCES Futures project in both Dundee and Edinburgh has

The pilot will involve tenants being given electronic devices and free internet to allow them to access their online services

grown in strength, providing clients with a range of activities and opportunities to learn skills including digital skills, cooking and basic home craft, music and art as well as money management skills. There have been an increased number of clients using both the services.

Futures Edinburgh launched in 2015 and was the first bricks and mortar project for Craigowl in Edinburgh.

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CRAIGOWL COMMUNITIES

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THE ROOTS OF THE BAND Northern Housing Company NHC provides a range of affordable housing at discounted mid-market rents for people on limited incomes, those who cannot secure mortgages, and keyworkers. They offer a varied stock of traditional and new build houses and apartments to people across Dundee, Perth and Edinburgh.

NEW RELEASES Delivering top uality affordable homes remains to be one of NHC’s fan’s favourites, and they continue to deliver properties to people and families across Scotland. 2015/16 was another extremely successful year for NHC which saw them complete 35 new properties in Edinburgh, including homes at Station Road and Oaklands. In addition to the delivery of these properties, work started on a further six new developments in 2015/16 including the first new build Mid-Market Rental properties in Dundee and Angus. These developments, together with Seafield Apartments and irkliston Apartments in Edinburgh, will see NHC deliver a further 172 new homes throughout the next two years.

REMASTERED COLLECTION As part of their asset management strategy NHC is committed to improving their older core stock. In 2015/16 they began a full stock condition survey of all their properties. When completed, the survey will inform a revised planned maintenance programme which will ensure all of their properties are kept in excellent condition and remain desirable in an increasingly competitive market. For example, a review of NHC’s stock at Ellengowan Drive in Dundee is currently underway to determine the most effective way to invest in these properties so that they continue to provide good uality affordable housing for their tenants.

In anuary 2016, work started on the comprehensive improvement of 16 ictorian ats at Baldovan Terrace in Dundee. These properties will be refurbished to a high standard and will include new thermal insulation and energy efficient heating systems, both of which will meet the expectations of NHC’s tenants.

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CRAIGOWL COMM

NITIES

CONSOLIDATED STATEMENT OF COMPREHENSIVE INCOME FOR THE YEAR ENDED 31ST MARCH 2016 2016 £

Restated 2015 £

45,762,475 (36,488,816)

42,711,165 (34,379,080)

--------------9,273,659

3,979,503 --------------12,311,588

317,498

111,334

79,732

157,611

Finance costs

(5,668,791)

(5,767,142)

Movement in fair value of financial instruments

277,339 --------------£4,279,437

(5,692,257) --------------£1,121,134

(36,920) --------------£4,242,517 =========

(23,318) --------------£1,097,816 =========

52,047 --------------£4,294,564 =========

(1,175,689) --------------£(77,873) =========

Turnover Operating expenditure Other income Operating surplus/(deficit) Gain/(loss) on disposal of tangible fixed assets Finance income

Surplus/(deficit) before tax Taxation Surplus/(deficit) for the year Actuarial (loss)/gain in respect of pension schemes Total comprehensive income for the year

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CONSOLIDATED STATEMENT OF FINANCIAL POSITION AS AT 31ST MARCH 2016

Fixed assets Tangible fixed assets Investments Current assets Stock Trade and other debtors Cash and cash equivalents

Less: Creditors: amounts falling due within one year Net current assets/liabilities Total assets less current liabilities Creditors: amounts falling due after more than one year Provisions for liabilities - Pension provision - Other provisions

Total net assets Reserves Share capital Income and expenditure reserve Restricted reserve Negative goodwill Non-controlling interest Total reserves

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2016 £ 382,641,042 826,385 --------------383,467,427

Restated 2015 £ 362,601,441 826,385 --------------363,427,826

22,059,591 5,707,645 15,885,803 --------------43,653,039

22,108,499 5,709,383 21,737,537 --------------49,555,419

(14,825,064) --------------28,827,975 412,295,402

(15,326,083) --------------34,229,336 397,657,162

(343,326,903)

(332,396,825)

(14,442,495) (3,492,619) --------------(361,262,017) --------------£51,033,385 =========

(15,474,906) (3,115,778) --------------(350,987,509) --------------£46,669,653 =========

81 50,803,771 160,371 69,160 2 --------------£51,033,385 =========

73 46,521,087 148,491 2 --------------£46,669,653 =========

F I N A N C I A L I N F O R M AT I O N

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MEMBERS, EXECUTIVES AND ADVISERS COMMITTEE OF MANAGEMENT HILLCREST HA COMMITTEE OF MANAGEMENT Val Howard, Chairperson Marieke Dwarshuis, Vice Chair Derek Hogg (resigned September 2015) Munwar Hussain Eve McCurrich (elected August 2015) Angie MacDonald Dean Noble

Alan Russell Danny Scott Tom Waters Chris Payne (elected August 2015) Ken McCracken (casual vacancy October 2015) Pete Shepherd (co-opted October 2015)

SENIOR MANAGEMENT TEAM Angela Linton Fiona Morrison David Zwirlein Mark Percival Damian McGowan Lynn Cunningham Allan McGonigle Lindsey Dryden

Group Chief Executive Deputy Chief Executive Director of Development and New Business Director of Property Managing Director of Gowrie Care Manager Director of Craigowl Director of Corporate Services Director of Finance & IT

REGISTERED OFFICE

1 Explorer Road, Dundee DD2 1EG

AUDITORS

Findlay & Company Chartered Accountants & Statutory Auditors 11 Dudhope Terrace Dundee DD3 6TS

Bird Simpson 14 Nethergate Dundee DD1 4EB

MEMBERS, EXECUTIVES AND ADVISERS Bankers

Solicitors

Barclays Commercial Bank Aurora, 1st Floor 120 Bothwell Street Glasgow, G2 7TJ

Miller Hendry 13 Ward Road Dundee, DD1 1LU

Royal Bank of Scotland 3 High Street Dundee, DD1 9LY

Lloyds Bank 3rd Floor, 25 Gresham Street London, EC2V 7HN GB Social Housing 35 Great St Helens London EC3A 6AP 22

Thorntons WS Whitehall House 33 Yeaman Shore Dundee, DD1 4BJ

Burness Paull 50 Lothian Road Edinburgh, EH3 9WJ

GROUP SUBSIDIARY BOARDS OF DIRECTORS Gowrie Care Limited Janet Lynch (Chairperson) Sandy Berry (resigned February 2016) Mike Burns (resigned December 2015) Brenda Fenton Joan Forsyth Sylvia Hopwood Angie MacDonald Kirsteen Thomson Ken Birse (elected June 2015) Sandra Burke (elected October 2015)

Hillcrest Enterprises Limited Prue Watson (resigned as Chair August 2015) Wendy Johnston (Chairperson Elected August 2015) Ian Smart Ken Birse (elected June 2015) Marianne Donaldson (resigned January 2016) Ian Collins (elected October 2015) Hillcrest Maintenance Services Limited Mike Burns (Chairperson) Sandy Berry Dean Noble Eric Peebles Ian Smart Craig Sommerville (resigned November 2015) Northern Housing Company John Shepherd (Chairperson) Robin Cuthbert Rosemary Farrar Fiona Melvin-Farr Nicola Mitchell David Ritchie Stuart Shepherd Douglas McKegney (elected February 2016) Craigowl Communities Tom Waters (resigned August 2015 as Chair) Ian Ball Marianne Donaldson (resigned January 2016) Nicola Mitchell Fiona Brown (resigned January 2016) Jim Pickett (resigned September 2015) Munwar Hussain (elected as Chair August 2015) Gordon Sharp (elected December 2015)

T H E H I L L C R E S T G R O U P O F C O M PA N I E S | R E C O R D O F T H E Y E A R 2 0 1 5 - 2 0 1 6

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www.hbrutherford.com Designed and Produced by

SC

Hillcrest Housing Association Ltd. Reg. No. SC164046

www.hillcrest.org.uk

SCOTTISH CHARITY

REGISTERED

1 Explorer Road, Dundee DD2 1EG T: 0300 123 2640 F: (01382) 564895

01 CHAIRPERSONS REPORT 02 HILLCREST HOUSING 03 HILLCREST MAINTENANCE SERVICES 04 GOWRIE CARE 05 TOP TEN 06 HILLCREST ENTERPRISES 07 CRAIGOWL COMMUNITIES 08 NORTHERN HOUSING 09 FINANCIAL INFORMATION 1 0 MEMBERS, EXECUTIVES AND ADVISERS COMMITTEE OF MANAGEMENT