Tenants Annual Report 2015/16

Tenants Annual Report

2015/16

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Monmouthshire Housing Association

Introduction This year saw the Monmouthshire Housing Association Group - made up of MHA and its trading subsidiary, Capsel continue to maintain and improve its financial strength... We were awarded low risk status by Welsh Government this year.

2015/16 also saw MHA achieve a number of significant achievements and positive reviews which are detailed here...

...We couldn’t have done it without you!

Tenants Annual Report 2015-16

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Planned Maintenance Upgrades

Solar Panels on

44

140 replacement roofs

Decoration of 164 flats & 7 communial lounges

Properties

External decoration of 117 properties

Upgrading paths, gates and fencing of 300 properties

The Direct Services Organisation (DSO) Refurbished...

...50 bathrooms

...And replaced more than 90 boilers ...44 kitchens

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Monmouthshire Housing Association

We built extensions on...

5 bedsit bungalows converting them to

1 bed bungalows

Our garage programme included...

Demolishing 2 Garages to create extra car parking

We refurbished

We demolished or renewed

Garages

Garages

56

54

Tenants Annual Report 2015-16

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Your Views What you thought about the internal work we did...

37%

Return rate

99%

Average satisfaction rate

“We were very satisfied with the whole project and the work carried out. Contractors were polite, informative and very professional. Thank you very much for the care taken”

“Always very pleased with all contacts and employees of MHA. Always a friendly and helpful service”

“All the MHA staff were very polite and got on with the job. All the work was done to a high standard”

Mr & Mrs Marsh, Raglan

Mr Long, Wysham

Mrs Meredith, Raglan 6

Monmouthshire Housing Association

Tenants Annual Report 2015-16

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How the DSO Did Responsive Repairs

14,200 Repairs 94% of repairs were right first time

Completed Voids

Gold Standard Introduced*

LD OUR GO

RD

STANDA

Average Cost

£3,910

• Full Decoration • Garden Tidied • Carpets in Flats • No Outstanding Repairs

Voids Completed

*This is now our regular standard at MHA

267

Heating Services

• 91 New Boilers Installed • 99.5% Gas Fired Boilers Serviced • Communal Heating Serviced in 3 Schemes

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Monmouthshire Housing Association

Disabled Adaptations

We spent ÂŁ250,000 Last Year 64 adaptation projects completed including:

Level Access Showers

Ramps

Stairlifts & Grabrails

Electrical Services

We installed:

CO2 Detectors

Solar Panels

Fire Alarms

Tenants Annual Report 2015-16

Lighting Upgrades (to low energy LEDs)

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The Direct Service Organisation (DSO) Changed Names... ...We’re now

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Building Services

Monmouthshire Housing Association

Building Services New Builds

&

Tendered for 2 semi-detached homes in Shirenewton project managed quality control health & safety checks. ...as well as undertaking:

Carpentry

Electrical Installations

Heating & Plumbing

Plastering

Decorating

Roofing

Walls

Kitchens

Tenants Annual Report 2015-16

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Building Services also managed subcontractors for:

Groundworks & Landscaping

Timber Frame Construction

Patios, Roads & Paths

They carried out external contracts for other clients: • Bristol Charities - Responsive repairs and maintenance • Monmouthshire County Council & Torfaen County Bourough Council Disabled adaptations for private clients • Abbey Fields Society, Wales - Responsive repairs & disabled adaptations

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Monmouthshire Housing Association

Tenants Annual Report 2015-16

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Development We completed 5 new developments Trevor Bowen House, Monmouth

Majors Barn, Abergavenny

Thornwell Road, Chepstow

14 x 1 bed flats & 6 x 2 bed flats

4 x 1 bed flats & 2 x 2 bed flats

6 x 1 bed flats, 7 x 2 bed flats & 3 x 3 bed flats

Sandy Lane, Caldicot

St Davids, Abergavenny

2 bed adapted bungalow

4 x 1 bed flats & 2 x 2 bed flats

49 Affordable housing units 12 Homes for open market sale - Cross

subsidised building (Trevor Bowen House) 14

Monmouthshire Housing Association

Future Feasibility Works

We started feasibility & construction work for 7 schemes to provide an additional 58 homes in 2016/17.

Contract values on development work totalled

£6,071,325 in 2015/16

What’s coming next.

• Llangynidyr, Powys • Llys Y Brenin, Abergavenny • Llys Llywelyn

Tenants Annual Report 2015-16

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Paying Your Rent Improving Services

It’s now easier to pay your rent: Our telephone payment line is now

open until 5pm on weekdays

New rent payment dates

New ways to pay using Allpay

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Other Ways to Pay

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Monmouthshire Housing Association

24/7 Automated Payment Line Free Allpay Mobile App Pay by Text

12 1 11 2 10 3 9 4 8 7 6 5

Tenants Annual Report 2015-16

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Homesearch Homesearch

The Homesearch app has been downloaded 541 times.

More bids are being made via the app than online...

...Up 90%

1,655

Last year the Homesearch team registered 1,655 applicants...

...& let 18

312 properties for MHA.

Monmouthshire Housing Association

Bidding on a Property

We made it easier to bid if you’re looking to move to another MHA property:

You can bid anytime

Our improved system means that you don’t have to wait for a new cycle to see new properties - They’re updated when they become available.

• • • •

You can bid: Online at www. homesearch.co.uk Over the telephone Via our app At a One Stop Shop

...and if you need extra help to bid, we can help you - just ask!

Want to swap?

You can swap your home via the Homeswap Wales service.

www.homeswapwales.co.uk • Tel: 0345 900 2956 Tenants Annual Report 2015-16

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Financial Inclusion The Money Wise Service helped save:

£2,202

via helping tenants switch to using Water Meters

£10,250

via the Welsh Water Social tariff Help U

£1,260

via Warm Home Discount

£3,917

via energy switching

£1,891

via previous scheme Welsh Water Assist

£19,520

A total of was saved through energy and utility advice. We consider this a key form of support in helping those affected by fuel poverty.

If you’re struggling to pay your rent or bills, we can help you! Call 01495 767182 20

Monmouthshire Housing Association

Case Study #1 David Cox “I’ve worked all my life. I was a builder for many years. I’ve been a roofer and even a pub landlord. When I was informed I’d be moving to Universal Credit, which is managed online, I had concerns as I’d never really used digital technology. MHA were able to give me a tablet and Cally [MHA Neighbourhood Officer] has helped me learn how to get to grips with it. I use it to look for full time work and it’s helped me massively in getting ready for Universal Credit.”

David was one of the first people in Monmouthshire to apply to move onto the government’s new Universal Credit system. Universal Credit is a single, monthly payment replacing Jobseeker’s Allowance and other work-related benefits.

The Universal Credit payment includes rent, which people then need to arrange to pay to their landlord themselves.

“I enjoy my MHA home and the community where I live, so paying my rent is important. I now want to get back into fulltime, permanent work.”

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Work & Skills Wise Work & Skills Wise worked with 152 tenants in 2015/16

27 tenants gained employment

27 were placed into voluntary placements

1 went to university

62 tenants took courses

17 bursaries were awarded

7 completed the MHA accredited Job Seeking Skills Programme

Our pathway to careers scheme has placed 9 people into work this year.

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Monmouthshire Housing Association

Case Study #2 David Pepper – MHA Adult Learner of the year, 2015 After spending three years as a carer for a family member, tenant, David needed a job that fitted in around his responsibilities at home.

After re-training as a support worker at college, David now works with adults with learning difficulties. He admits adjusting to the changes in his life have been difficult at times, but feels the support he’s had from MHA has enabled him to move forward.

“Cath [MHA Work & Skills Wise Officer] has helped me enormously.

She’s always been there for me, offering support and advice over the phone and hearing about my progress through the course. Cath’s always genuinely pleased when I have good news to share. I’ve been able to access IT support through MHA during my training and Cath helped me find volunteer work in a hospital which played a huge part in helping me get paid work. Cath was able to find roles that suited me and my skills and enabled me to get some great, practical experience.”

“I earn more now in work than when I was on benefits. And although my bills are higher now – mainly due to the fact I’m running a car again – this in itself is a positive thing as I can get out and about more easily.

“I feel positive about being in work and, while it may be a cliché, I feel empowered and in control again. My new career enables me to get out and work with a great team, but also manage my extra responsibilities at home.”

Tenants Annual Report 2015-16

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Tenant Engagement 14 people qualified on our computers course.

4 families benefitted from support from lifestyles and smiles.

4 Schools were involved, providing learning through play to between 10 & 40 children each session with 4 more schools set to take part.

Tenants were recognised for their work in their community at our Making A Difference Awards.

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Monmouthshire Housing Association

62 dads felt better supported 34 dads felt an increase in personal confidence & 32 feel better about themselves

51 dads have become involved through digital networks & peer support

28 dads benefitted from 1-2-1 & peer support & 32 attended support sessions

23 dads attended courses or sessions & 10 gained an informal qualification

29 dads and their families attended an organised trip or activity

5 were put into work placements

16 dads completed their CVs

10 dads gained legal advice

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Customer Services Our Response to You Number of calls received

Calls Received

36,188

Calls handled

34,101

Abandoned calls

2,087

Average time taken to answer a call

15 SECONDS

Live Chat ...is Here

Voicemails Actioned

376

Number of Estate Management requests raised by the CSA team

Number of Anti-Social Behaviour complaints logged by the CSA team

211

56

Number of callback requests

1,015 26

Monmouthshire Housing Association

Governance How We Run the Business

We’re still one of the highest performing and largest housing associations in Wales.

We were awarded a Pass for financial viability which means that we are well placed to meet our financial commitments.

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Your Board

Tenant Members

Ken Bucknall

Sandra Flanagan

John Barrow

Gary Witcombe

Council Members

Peter Clarke

Ann Webb

Sue White

Alan Wintle

Independent Members

Andrew MartynJohns (Chair)

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Barry Gallagher

Lynnette Glover

Monmouthshire Housing Association

Andy Jones

Sandra Flanagan Biog:

I have recently retired after spending my working life in accounts. Before retiring I worked in a solicitor’s practice as a legal cashier. Apart from the accounts, I had access to clients’ files which were private and confidential.

I am interested in people and feel I could contribute to the Board of Management as a retiree would have the time to apply myself to the role.

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0345 677 2277 customerservices@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

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