FEBRUARY 2022
SUSTAINABLE HOMES
Introduction Throughout the year we assess our performance and the difference we are making not only for our tenants but our communities too. Our Storyboards have 4 key themes: • Sustainable Homes • Sustainable Communities • Sustainable Planet and
For each theme local outcomes have been developed with key stakeholders including our staff and tenants, that fit with Welsh Government requirements. We work with an independent group of tenants and associate members known as the Academy to review the outcomes of our work and provide feedback through several Storyboards.
• Our Business All align closely to our Corporate Plan.
For each theme local outcomes have been developed with key stakeholders including our staff and tenants, that fit with Welsh Government requirements.
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The local outcomes for all four themes, as decided by the group are:
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We deliver value for money to make the best use of our resources
We act on our customers’ feedback and are committed to continuously improving our services
We are accountable to our customers
We understand our customers and deliver services that meet their needs
Customers have opportunities to make a choice
Our tenants and members are able to influence decision making and shape our services
The Academy felt these local outcomes should be a ‘golden thread’ throughout all Storyboards and be visually prominent within each.
Sustainable Homes Storyboard ‘Sustainable Homes’ covers outcomes in relation to our homes and services and has five specific local outcomes: • We work with our tenants and partners to provide tailored services • Tenants feel our homes are affordable • We repair and maintain homes in an efficient, cost effective and responsive way
• Tenants are confident that we will help them to sustain their tenancies through providing additional advice and support • Tenants feel secure in their homes
We work with our tenants and partners to provide tailored services Summary We work with a wide range of specialist partners to deliver the best service to our customers. Where there are more complex support needs, it is important for us to work with partners that have specific expertise and are able to help our tenants and communities.
Some of the partners we work with include: • Platform – a specialist provider who help us support tenants who are experiencing challenges with their mental health • Salvation Army – a charitable organisation who assist with homelessness • NPTCBC – Social Services including care providers. Safeguarding and promoting the welfare of vulnerable children and adults • Safe and Well – an ongoing partnership that was established to support the third sector and Council’s response to the COVID-19 pandemic. It also helps us work together to complement and not duplicate each other’s efforts • Warm Wales – an initiative to tackle fuel poverty in Wales • Gateway – a referral process for Tenancy Support. We work with tenants who need help to maintain their tenancy here.
Academy Evaluation The Academy were impressed with the work which is being done with partners to support tenants to sustain their tenancies. The Academy felt the work which went in to preventing evictions was evident, which supports Welsh Government’s agenda. The academy also recognised how important it was to mitigate this risk as an organisation while continuing to offer necessary support to tenants. We must strike a balance and voice this in any zero eviction consultations from Welsh Government. The Academy were pleased to see us working closely with specialist mental health advisers as it is important that we get the right expertise in place to deal with this effectively.
Action raised Ensure we feed into consultations from Welsh Government on their agenda for no evictions into homelessness from Social Housing and understand the implications on the business.
Bridging the gap: Specialist Mental Health support thanks to funding
During 2021 we were awarded a Housing Support Grant (HSG) from Neath Port Talbot County Borough Council. The funding has allowed us to partner with Platfform, an organisation that work with people that are experiencing challenges with their mental health.
£6,724
funding secured for Sept 2021 to March 2022
The partnership provided us with immediate access to mental health specialists, which in turn has helped to prevent homelessness and sustain tenancies for those with support needs. The funding covered the cost of a Mental Health Support Worker’s time for 7 hours a week. In the first 3 months of the partnership they have helped support our Intensive Housing Management (IHM) team with six cases.
Support to get back on track In September 2021 we visited a tenant with Plattform. The tenant suffers with poor mental health, had issues with an ex-partner with a traumatic loss impacting things further. Despite us supporting the tenant previously with a clean and clearance of their home, the tenant’s health deteriorated and the property condition returned to a poor condition again. During follow up contact the tenant spoke about ending their life. Concerned staff made welfare calls to the Police, medical professionals and other agencies to try to help them. Platfform are now visiting the tenant on a weekly basis providing mental health support and ensuring they attend important appointments to keep them on track. We are currently in the process of drawing up a Supported Tenancy Agreement with help from Platfform to ensure they identify the support needed to help them sustain their tenancy.
Income Team and partnership working
We put great effort into sustaining our tenancies thanks to committed staff who support our tenants to stay in their homes and legal action is always a last resort. This also supports Welsh Government’s proposed no social housing evictions agenda. However, on occasions there will be behaviour, which a responsible social landlord cannot tolerate due to its effects on the wider communities. In these circumstances eviction might be the only option. We do see cases where tenants refuse to engage with us or accept the help that we or our partners provide, but this is rare. Here is an example of when we needed to persevere with a tenant and engage with partners for a positive outcome....
Perseverance for a Positive Outcome Background A tenant for over 20 years, married with 3 children with one still at home.
Financial circumstances
Current position
The tenant has caring responsibilities so is unable to work but does qualify for carers allowance. Their husband works full time, so they were not entitled to any additional benefits. Although the tenant had been referred to the Financial Inclusion team for help with a Personal Independence Payment (PIP) claim.
Since October 2020 the tenant’s account has been discussed several times by our in-house Arrears Panel. Attempts at contact have been made by several of our teams that offer specialist help including Income, Intensive Housing Management (IHM), Tenancy Relations and Financial Inclusion, together with outside agencies.
The tenant had a history of poor engagement and payment patterns. A Notice of Seeking Possession was served in 2020 and it looked likely to go to court to start eviction proceedings.
This happened daily at one point, with home visits also taking place when covid restrictions eased. A corner was turned in June 2021 when the tenant started becoming anxious about her situation and accepted help from us and Housing Options.
As a sole tenant we were unable to contact their husband about payments. They had always refused to give authority to act for them or any another family member or friend.
Partner agencies Many referrals were made over the years to agencies such as Housing Options, PAWS, Wallich, Social Services and Shelter Cymru and this has resulted in sporadic engagement from the tenant.
A weekly direct debit was set up and these Direct Debits have been maintained since July 2021. As a result of this commitment to pay and willingness to engage, Housing Options contributed an amount towards the arrears. With the arrears now more than halved the tenancy is sustainable, and no threat of further legal proceedings considered.
Tenants feel our homes are affordable Summary
Academy Evaluation
As an organisation we understand how important it is for our tenants to get the most out of their money.
The Academy were really impressed with the pilot project to gift carpets left at vacant properties to new tenants moving into their homes.
Therefore, we work hard to ensure that tenants feel our rents are affordable. One of our aims is to support tenants to maximise their income and reduce costs, making their homes affordable and tenancies sustainable.
They felt it was a great idea to reuse items in good condition avoiding waste and saving money for new tenants. The Academy asked if this was something we could explore further as an organisation considering other essential items.
Action raised Explore the feasibility of gifting other items which may be left in empty properties, a cost saving for new tenants and a positive for our planet. Important to ensure it is financially viable for us as a business. The Academy suggested this could possibly be done through a social enterprise.
Rent Affordability Making sure our homes are affordable is a key factor in ensuring our tenancies are sustainable. A project co-designed with tenants has looked at this and three affordability principles have been developed, with an additional principle being added this year which relates to service charges. They are: • We will assess our rents against market rents and agree a proposal based upon the results. • Our rents will be affordable in line with the Living Rent Model for households with tenants who earn a low wage. • Our rents will take into consideration the number of bedrooms within the property. We will consider the feasibility of introducing a minimum size bedroom requirement. • We will set out what tenants will receive for service charges, and will ensure the amount is fair, reasonable, and provides value for money.
Every year we talk to tenants about the rent and service charges we will be charging them. Our charges are based on guidelines given to us by Welsh Government but with the affordability principles in mind. For charges from April 2022 we have designed an easy read rent booklet in which includes details of how rent is set, where tenant’s money goes and our affordability principles.
Tenant Satisfaction Tenants surveyed between April 2021-December 2021
82%
of 956 tenants feel our rent provides value for money
Service Level Agreement Pilot We are also working with tenants on services charges and the development of a Service Level Agreement. A consultation session has taken place and an agreement has been piloted within two Haven schemes. Feedback is currently being compiled to help inform our next steps.
Our 2022 rent booklet
Keeping carpets saving money £ VFM £ V
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In February 2021 our asset and housing teams started working together to save carpets which have been left in our vacant properties. When this happens, we inspect it and give it a quality rating. Those carpets deemed good or excellent are kept and gifted to new tenants who move in. A huge cost saving for them as they find their feet in their new home and a big support for our sustainable planet commitment to reduce, reuse, recycle.
68
Tenant Feedback
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Total carpets gifted to tenants in 10 months
“Very happy with the carpets. It’s a really good idea to have carpet gifted especially for me as I wouldn’t have been able to afford to buy a cooker, fridge freezer and carpet too.” “Carpets in both bedrooms, living room and hallway are all perfect. Great idea for people to have carpets left especially if they are in good condition. Big saving.”
We repair and maintain homes in an efficient, cost effective and responsive way Summary
Academy Evaluation
Repairing and maintaining our homes in an efficient, cost effective and responsive way is part of how we demonstrate our commitment to delivering value for money.
The Academy were pleased to see that despite the pandemic and in particular lockdown restrictions, a huge amount of work has continued in relation to repairs.
Our repairs are carried out in house by a team that is dedicated to maintaining our homes to a high standard.
They were impressed that 100% of our emergency repairs were completed on time as well as a high percentage of our nonemergency repairs.
We work to ensure the service is being operated as efficiently as possible, providing the best service to our customers, and ensuring value for money.
Day to day repairs In response to government guidelines and legislation, during 2021 there were stages when non-emergency repairs were on hold due to the pandemic, lockdown restrictions or high levels of community transmission. Where necessary, the service was reduced to ensure the safety of our tenants and our staff. Throughout the pandemic there has been no break in emergency repairs and all have been completed on time in line with our repairs commitment.
Tenant Satisfaction From April 2021 to December 2021
89%
of 956 tenants surveyed were satisfied with how we deal with repairs and maintenance
92%
tenant satisfaction with the overall quality of their home *956 tenants surveyed
14,323
Number of repairs completed (non emergency)
91%
Percentage completed on time (non emergency)
2924
Number of repairs completed (emergency)
100%
Percentage completed on time (emergency)
We currently follow up any issues that are raised via the monthly satisfaction survey if a tenant indicates that they are not happy with the service provided.
During the survey, if they indicate that they have any unresolved issue the details will be shared with the appropriate team for action.
This allows us to listen, learn and act on feedback and continuously improve the service we provide.
This process ensures that any dissatisfied customers are listened to, and appropriate action is taken to address issues promptly. In some cases, we may not be aware of the issue as it has not been previously reported, so this allows us to act.
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These doors don’t work?
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Example
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A concern was raised by the customer regarding the communal doors at their flat. It became clear that the tenant did not understand how to use or manage the door entry system which had led to several non-repairs being reported.
Let’s educate An educational exercise for tenants and Customer Service Assistants would prevent jobs being raised and give tenants the confidence to use the doors correctly. Teams are now collaborating on advice that will be rolled out to staff and customers.
Tenant Feedback The tenant called to say a big thank you to the lady she spoke to who was very kind at dealing with her query. Her heating had broken down and due to illness, she really feels the cold. Engineers came to their property so quickly and the managed to get the heating back up and running– so a huge thank you to them too. The tenant said that they were so grateful for the time the member of staff spent with them on the phone to book some emergency jobs after a leak at their home. The tradesperson completed the job efficiently and was so polite. Tenant added “You have a good worker there, I couldn’t be more thankful for their work.”
Tenants are confident that we will help them to sustain their tenancies through providing additional advice and support Summary
Academy Evaluation
We continue to enhance the ways in which we help our tenants to sustain their tenancies. Our Financial Inclusion and Universal Credit teams provide specific financial advice and support to our tenants, often when they don’t know where else to turn.
The Academy felt that the work that is done by the Financial Inclusion and Universal Credit Team has always been integral to helping tenants sustain their tenancies.
Unsurprisingly the impact of the pandemic and the rising costs of household bills has seen demand for these teams increase, but they have adapted so that we can support as many tenants as possible to sustain their tenancies.
However, it can be seen from the demand for food bank vouchers and help with energy costs emphasises that the service will be even more critical over the coming years. It was positive to see the focus of the organisation on supporting our most vulnerable tenants through the Intensive Housing Management service another critical service over the coming years.
Protecting People and Property In 2019 we launched a business wide tool where any concerns staff had about a tenant or property could be reported, even when working within our communities. The joined-up approach placed huge emphasis on us being one organisation with everyone responsible for protecting both our tenants and properties. Since the process started there have been:
403
referrals
The referrals can be completed due to concerns about: � Financial wellbeing � Vulnerability � Condition of property All reports are followed up by our housing department. In cases where the situation is already known shareable information will be given to the colleague who had concerns. With new reports a visit will be arranged to explore what support could be given to the tenant.
Routine repair flags concern for tenant Two members of staff were carrying out repairs at a property when the tenant fell and injured himself. Concerned about his health and the condition of the property the staff reported this which led to housing staff visiting the tenant when he returned home from hospital. The tenant accepted the offer of support from us and a referral to the Intensive Housing Management team was completed.
Intensive Housing Management (IHM) Our Intensive Housing Management (IHM) service supports some of our most vulnerable tenants:
The Team ࢝ Team Leader ࢝ 6 IHM Officers ࢝ 4 IHM Assistants ࢝ Business Support Assistant
Reasons for referrals to the service include: ࢝ New Tenancies where a risk to the tenancy has been identified ࢝ Existing Tenancies where there is a serious breach of tenancy usually because of mental health, physical health or other vulnerabilities. ࢝ The service provides intensive housing management so that tenants can sustain their tenancies.
This includes: ࢝ Agreeing a Personal Housing Plan ࢝ Agreeing arrangements to remedy breaches of tenancy condition ࢝ Regular contact to support the changes that are to be made ࢝ Providing advice on all aspects of sustaining a successful tenancy ࢝ Signposting to and facilitating support offered by other services such as help with finances and budgets and from other voluntary agencies
334
cases
The team had 334 cases at the end of January 2022, this is considerably higher than the 237 reported in 2020. This again emphasises the growing need for us to provide support to help our tenants sustain their tenancies.
Financial Inclusion and Universal Credit Whilst the effects of the pandemic are still being felt in the way our service is provided to tenants, innovative working has ensured we have managed to maintain the advice and support which helps our tenants sustain their tenancies.
April to December 2021 Financial Inclusion referrals
1,211
Universal Credit referrals
853
Digital support 99 Successful benefit claims
1,423
Money raised £3,317,910.89
We have seen an increase in the need for vouchers over the past couple of years. Difficult financial circumstances have meant thar the average monthly vouchers issued to tenants has increased by nearly 50% since 2019/20.
Food Bank Vouchers Issued Comparison Financial Year Annual Total Monthly Average 2019-2020 259 22 2020-2021
325
27
2021-2022 284 (April 21 to end of December 21)
32
Benefits appeals We have continued to support tenants with benefit appeals, whilst there are currently no face-to-face appeal hearings being held we have been supporting them in virtual hearings.
Appeals supported by Financial Inclusion and Universal Credit Teams Successful 18 Unsuccessful 2 Success rate % 90% Withdrawn/Adjourned 1
Energy support The rising cost of energy is dominating the news and having an impact on our tenants. With several schemes available to help with their bills, our Financial Inclusion Team has worked tirelessly to ensure we have accessed as much funding as possible to help support our most at need tenants. Demand was particularly high for the Housing Associations Charitable Trust (HACT) scheme which closed after just a few days because all funding was claimed.
During November and December 2021 the following support was provided
Energy Grant
Number of tenants helped
Money Raised
Warm Home Discount
9
£1,260
Winter Fuel Support Scheme
15
£1,500
HACT Energy Redress
22
£910
HACT Winter Hardship
16
£721
Total
62
£3,681
* Our social media followers were also made aware of several of these schemes so had the opportunity to apply independently.
Tenant Feedback Feedback for support provided by our Income Team: “Thank you for being there for me through a time that has been exceedingly difficult financially and mentally. You made things clearer and less scary and having this support is a major help, it made a great deal of difference and gave me reassurance when I needed it most.” Feedback from support provided by a Financial Inclusion Officer: “Thank you so much for all your help, I received the Personal Independence Payment award, I can’t express enough how grateful I am to you for all your help, I was so worried about how I was going to cope but hopefully this will make a difference and I can manage my life better, thank you again.”
Tenants feel secure in their homes g has enSummary
Academy Evaluation
Tenants feeling secure within their homes is a high priority for us and we are committed to ensuring that our homes meet all health and safety compliance regulations.
The Academy were pleased to see the increase in compliance from last year when the lockdown restrictions were in place.
Our anti-social behaviour policy and the work which the Tenancy Relations Team carry out evidences our commitment to ensuring that tenants feel secure in their homes.
% of Gas compliance
They recognised that there was a lot of work which went in to helping tenants feel safe and comfortable in allowing access to our staff and contractors to complete the compliance checks.
% of Electric compliance
January 2021
December 2021
January 2021
December 2021
24 out of 8655 properties
6 out of 8657 properties
17 of 9292 properties
10 of 9313 properties
99.72% 99.93% 99.82% 99.82% % of Fire Safety compliance January 2021
December 2021
100% 100% % of Legionella compliance January 2021
January 2021
December 2021
51 out of 2380 checks
5 out of 2560 checks
97.79% 99.97%
December 2021
100% 100% % of Asbestos compliance
January 2021
% of Legionella – Temperature Monitoring compliance
December 2021
100% 100%
% of Legionella – Showerhead Cleaning compliance January 2021
December 2021
97.26% 99.68% 51 out of 1860 checks
6 out of 1858 checks
Lockdown restrictions throughout the pandemic made it difficult for us to gain access to all our properties when compliance checks were due. This was understandable as tenants may have been shielding so we spent a lot of time ensuring that our tenants felt safe and comfortable in letting us into their homes.
࢝ ASB contacts reduced throughout 2021 ࢝ ASB contacts March to December 2021 - 2388 ࢝ Total ASB contacts 2020 – 3169 ࢝ Total ASB contacts 2019 – 2122 We regularly ask our tenants about the service we provide when we carry out our satisfaction surveys. When asked about anti-social behaviour if anyone tells us they are not satisfied with how we dealt with an issue, this is referred to the housing team to consider whether there is something we need to do differently. As well as problem solving, building and sustaining relationships with the Police and key support providers has also been a focus for us, so we can work proactively with other support agencies within the Borough. We achieve this through nurturing relationships and forming new ones, keeping the commitments made and suggesting ideas with a tenacious approach.
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Dealing with anti social behaviour can be challenging, all cases are different and so we need to use a wide range of resources to reach a satisfactory resolution. In simplistic terms, we must think outside the box, always considering ‘what else can we do?’.
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Anti-social behaviour pandemic are still being W e A ct
Tenant Feedback During a call with a tenant who had been dealing with a difficult anti social behaviour situation, they praised their Tenancy Relations Officer and wanted to pass on their thanks to them and their manager. “Please thank them for me, I wouldn’t be able to get through this without their help” Our Tenancy Relations Officer was contacted by the Police about anti social behaviour experienced by an elderly tenant. Working with our electrical team arrangements were made for external lighting to be installed, as a deterrent for the perpetrators, this work happened within 24 hours. The tenant made contact to say how thrilled they were with the new lights now felt safe in their home. The tenant stated it was a 10 out of 10 response. Contact throughout anti-social behaviour cases is imperative so that our tenants and communities remain safe and feel supported.
93%
Of the 545 contacts required since January 2021 502 were completed on time
Action Plan Explore the feasibility of gifting other items which may be left in empty homes, a cost saving for new tenants and a positive for our planet. Important to ensure it is financially viable for us as a business. The Academy suggested this could possibly be done through a social enterprise. Ensure we feed into consultations from Welsh Government on their agenda for no social housing evictions into homelessness, understand the implications on the Business.
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