Chairman’s Welcome& Overview
WelcometoClydeValleyHousingAssociation’s Value for Money and Annual Performance Report for 2023/24.This report provides a summary of our performance reported to the Scottish Housing Regulator in our Annual ReturnontheCharter.
I hope you enjoy reading this and agree that our performance over 2023/24 demonstrates the Group's resilience and our ability to support our customers. I was delighted this year to see the Group awarded Investors in People Gold and Silver Wellbeing accreditationsatourfirstattempt.
Intheyearwealsorecognisedtheneedtoinvestinour repairs service to improve on our overall customer satisfaction. Significant steps have been taken to review our service offering aimed at delivering improved outcomes for our customers whilst demonstratingvalueformoney.
IcanconfirmthatCVHAremainsfullycompliantwith the Scottish Housing Regulator's Framework, and we continue to strive for governance excellence. This commitment is reflected in the publication of our Annual Assurance Statement to the Scottish Housing Regulator,acopyofwhichisincludedwithinthisreport
Asalwaysyourfeedbackisimportanttous,ithelpsus understand what we do well and what we need to improve on so please take the time to complete surveyssharedwithyou
I would like to extend my gratitude to our Board MembersandCustomerPanelfortheircontributionthis year,andwarmlywelcomeournewMembers
Andrew McFarlaneChairperson
Our Spend highlights:
Intheyearwebuilt124 newhomesforsocial rentacrossNorthand SouthLanarkshire, addressingthedemand foraffordablehousing.
Ofthe£94million,£39mwas spentonreactiveandplanned maintenanceactivitiesand£5.4 millionspentonreplacing bathrooms,kitchensandboilers whichhadcometotheoftheir usefullives
Overthelastyearwe invested£94millionin improvingourexisting homes,makingthem safer,moreenergy efficientandmore attractiveplacestolive.
Over90%ofourpropertiesareatEPCratingCorbetterwhichhelpswith overallaffordability.
Thegraphbelowshowsanoverviewofhowwearespendingyourmoneyacrossourkeyareas ofexpenditure.
£044Maintaining&Upgradingyourhome
£030Managementandrunningcosts
£026LoanInterest*
*Fundingourcommitmenttobuildingnew homes
“Our
Group continues to grow and we now own over 4,850 homes whilst delivering services to over 8,000 people.”
CustomerandCommunitySupport
At Clyde Valley, we recognise the vital role that thriving, healthy communities play in improvinglives,andourWellbeingTeamworktirelesslytooffermeaningfulsupport.
Wearededicatedtobuildingstrong,lastingpartnershipswithinthelocalcommunitieswhere weprovidehomes.Ourfocusisondevelopinginnovativesolutionstotacklearangeofsocial, health,andfinancialchallenges,whilepromotingpositive,sustainablecommunities.Weare alsocommittedtoexpandingopportunitiesforcustomerengagementandinvolvement.
Throughout 2023/24, we hosted several Community EngagementEventsacrossLanarkshire,includingCoffee Morningsin: EastKilbride Cambuslang Chryston
These events provided an opportunity for customers to connect, share feedback, and meet with Clyde Valley StaffKeepaneyeoutforfutureeventstogetinvolved
Ihadproblemswithmygasandelectric supplierandIendedupinfueldebtand thesupporthelpedmesortthatout
Having the carpet laid gave help with the heat retention,whichobviously helpedwithmyfuelcosts
Wasareallybighelp inalleviatingongoing stress due to fuel debt.
IcantellyouIwassohappytofindoutwhenI wasofferedhelpwithmyGaspayment.Ihave neverowedanyonemoneyinmylife,butIjust couldn'tkeepupwithmyenergybillsgoingup allthetime.Iappreciatethehelp100%thank you
Fundingreceivedin2023/24
We are committed to supporting our local communities, whether through backing communitygroups,partneringwithschools,orprovidingourcustomerswithfundingfor localinitiatives.
£10,000 AwardedfromLintel Trusttosupport projectswithinNorth Motherwell. £9,600 £6,000 £37,200 CommunityFundingprovided
Fundingtosupport threelocalCitizens AdviceBureauswho willallocatea staffingresourceto supportCVHA customerswith financialissues.
AwardedfromSFHA toprovidefinancial supporttocustomers withEnergydebt enablingusto support21customers tocleardebtsof £300orless.
AwardedfromSFHA toprovide customerswhoare livingwithnoor unsuitableflooring toaddressheatloss. Partnershipwith SpruceCarpets.
£9,406 Fundsreceivedfrom CHARIStosupport 204customerswith energyvouchers.
In2023/24,someoftheprojectsandinitiativeswecontributedtoincluded:
LarkhallGala&ChristmasMarket
HillhouseTenantsandResidentsAssociationChristmasparty CoatbridgeFederationofTenantsandResidentsAssociationSantaTour StepsCommunityDevelopmentTeamsFestiveTrail
StCuthbert’sSchool
StBrendan’sPrimarySchool TheMiracleFoundation
Afterundergoingathoroughassessmentprocess,ClydeValleyHousingAssociation has earned its place among accredited organisations attaining the prestigious InvestorsInPeopleGoldstatus Furthermore,wewereawardedwiththe‘WeInvestin Wellbeing’SilverAccreditation Wewerethrilledtoachievethisandwe’rereinforcing ourcommitmenttogrowinganinclusiveandsupportiveworkplace.
AtCVHA,weprioritisecustomerservice,viewingitasessentialtoourbusiness
OurContactCentre teamisourfirstpointofcontactforcustomersforallinteractions
Inthepastyear,ourdedicatedContactCentreteamhassuccessfullymanagedanimpressive:
Don'ttakeourwordforit,thisiswhatourcustomerssay.
Daviddoneawonderfuljob of resolving the issues in my property and was very niceandhelpful
I am very happy with service.
Iamveryhappy WithClydeValley.
Thankyouso muchforthe prompt responseto myrepair
Absolutelywonderful.
Thankyouforgetting ourgatesortedso quickly
This service provided by the staffatClydeValleyhasbeen very positive and it is most appreciated having patience and taking time with me this afternoon.
EveryyearwearerequiredtosubmitourAnnualAssuranceStatementtothe ScottishHousingRegulator.Thisisavitalpartofourgovernanceframework.A copyofour2023/24statementisprovidedbelow.
TheGoverningBodyofClydeValleyHousingAssociationconfirmsthatwemateriallycomply with:
AllrelevantregulatoryrequirementssetoutinChapter3oftheRegulatoryFramework
AllrelevantstandardsintheScottishSocialHousingCharter
All relevant statutory and legal requirements in respect of tenant and resident safety, housingandhomelessandequalitiesandhumanrights RegulatoryStandardsofGovernanceandFinancialManagement.
Wehavegainedthisassurancefollowingareviewandassessmentoftheevidenceprovidedat our Board meeting on 26 August 2024 and from our ongoing oversight and scrutiny of the Group’saffairsthroughouttheyear2023/24.
We are satisfied that we meet all of our duties in relation to tenant and resident safety. In particular, we have gained the necessary evidence-based assurance of our compliance in respectofdutiesrelatingtogas,electrical,fire,waterandliftsafetyandourobligationsrelating toasbestosanddampandmould.Wehavesoughtspecialistadvicetomonitorourcompliance intheseareasandtosupportourassurance.
InreviewingourcompliancewiththeRegulatoryFramework,weareassuredthatwecontinueto make progress in relation to the collection of equalities information and human rights, as requiredbytheRegulatoryFramework.Weareassuredthatwehaveestablishedappropriate systemsforthecollectionofequalitiesdataandthatweareworkingtowardsusingthisdatato takeaccountofequalityandhumanrightsissuesinourdecisions,policy-makinganddaytodayservicedelivery
Inassessingtheevidence,wehaveadoptedanimprovementfocuswhichhasresultedinthe creationofanActionPlanwhichwewilldeliveroverthecourseoftheyearWehavereviewedthe identified actions in the improvement action plan and are sa delivereffectiveimprovementandthatnonearematerialtoo Framework
OurChairwasapprovedbytheBoardatameetingheld on 7 October 2024 to sign and submit this Assurance StatementtotheScottishHousingRegulator
ThisAssuranceStatementisnowpublishedonourwebsite for and on behalf of the Board of Clyde Valley Housing Association
Pictured:AndrewMcFarlane,Chairperson
ThefollowinginformationprovidesasummaryofourperformancereportedtotheScottish HousingRegulatorinourAnnualReturnontheCharterfor2023-24,againsttheaveragefor allRSLsandtheoverallScottishaverage(RSLsplusLocalAuthorities)
Thesestatisticsoutlinehowwehaveperformedagainstthestandardsthataresetoutby theScottishHousingRegulator Youcanfindoutfurtherinformationonhowwecompare with other Housing Associations via the Scottish Housing Regulator website www.housingregulator.gov.scot
2.20
Numberoftimesthe statutoryobligationto completeagassafety checkwithin12months ofagasappliancebeing fittedoritslastcheck wasnotmet
Customer Satisfaction
Percentageoftenantssatisfiedwith managementofneighbourhood
Percentageoftenancyoffers refused
Anti-SocialBehaviourcasesresolved withinlocaltarget
Percentagelettableself-contained housesthatbecamevacantinyear
Percentagenewtenanciessustained morethanayear
Percentagesatisfiedwithoverall service
Satisfactionwithqualityofhome
Tenantsfeeltheirpropertyrepresents goodvalueformoney
Satisfactionwithopportunitiesto participateinlandlordsdecisionmaking
OurfuturePlans Messagefromour ChiefExecutive
Icanhardlybelieveit’sbeenjustoverayearsinceIbecameChiefExecutive.Overthepast year, I’ve had the pleasure of leading strategy sessions with our Board Members, Leadership Team, staff, and, most importantly, our customers. These discussions have providedvaluableinsightintowhatthestrategicvisionforClydeValleyshouldbeoverthe nextfiveyears,shapingtheobjectivesthatwillguideustowardsachievingthisvision
Wecommittedtoduring2023/24toimproveour repairsserviceforcustomersandwe sawthissatisfactionlevelsincreasefrom70%to78%andtherepairscompletedrightfirst timeincreasefrom84%to89%Thisisgoodprogressbutwewanttocontinuetodobetter
During 2024 we embarked on a thorough procurement process for our repairs contractorstoensurea amorereliableandconsistentserviceandwehopetoseethe benefitsofthisinournextyearsreportedperformance.
In addition we recognise that our satisfaction with neighborhoodsdroppedfrom79%to73%andthequalityof homehasremainedconsistentat80% Wewanttoaddress performance in these areas and of these are a priority for useduring2024/25andbeyond.
At our recent customer strategy event we heard from customers that their home was their safe place, their sanctuary, and we will continue to work to strengthen our partnershipswithyouandourkeystakeholderstoensurewe areprovidingtherightsupportandqualityservicestoyouto meetyourneeds
Ilookforwardtotheyearaheadandthroughlisteningtoyou wecancontinuetodobetter
Carron Garmory
Getin Touch
This report lets you see how well we have deliveredourservicesoverthepastyear We hopethisinformationwillgiveyouagoodidea ofhowwearedoingand howwearefocusing ourresources
Wewouldwelcomeyourviewsandcomments youhaveonthetypeandlevelofinformation provided Forfurtherinformationonthisyear’s report or to provide feedback on the content andpresentationpleasecontactus
01698268855
cvha@cvhaorguk
Accessibility:
wwwcvhaorguk
ClydeValleyGroup 50ScottStreet Motherwell ML11PN
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