Annual Report 2021/22

Annual Report 2021-2022

Dear customers, tenants, leaseholders and stakeholders,

We are immensely proud to share with you our highlights of the last financial year. We hope you enjoy reading about what Homes in Sedgemoor has delivered as your managing agent.

Last year’s report was heavily influenced by the pandemic but thankfully 2021/22 continued the journey out of the pandemic and a return to something like normal. Working in and with the community had been difficult in recent years so we are delighted that this work recommenced in earnest during the last year with many community events and neighbourhood walkabouts happening once again.

The last year has seen continued progress across the three key areas we have set as our priorities – delivering great services for our customers, providing good quality, safe homes and making sure Homes in Sedgemoor is a strong business that carefully manages every pound we receive.

Our most important priority is to provide good quality, safe homes. We hope you welcome the very strong progress we have continued to make in the

last year in key safety areas like gas servicing and electrical, asbestos, water hygiene and fire safety. Thank you for your continued help letting us access your homes.

Some of the homes we manage are now approaching their centenary! Each year a huge amount of our income is spent on improving homes and last year saw a big push on new roofs and windows.

We know that our repairs service is one of the most important services we provide to our customers and your feedback during last year shows that on most occasions we are doing the job properly. We also recognise that sometimes we don’t deliver more complex repairs as quickly as we could, so we were delighted that our Customer Scrutiny Group worked with us during the year to further improve our same day repairs service. This also helped us improve both our aids and adaptations service and communication with customers regarding planned works.

Making sure our customers have a strong voice in the organisation is very important to us. Where things don’t always go to plan, we are committed to learning and improving, and we hope you can see this in some of the examples given in this Annual Report. Across our services generally, we are committed to continuously improving and delivering the very best services to our customers. To help measure this we have set ourselves ambitious targets which you will see outlined.

Following on from the additional support we provided to customers during the pandemic, we are very proud that our commitment to sustaining tenancies and helping our customers through challenging times remains a core part of everyone’s job. Responding to antisocial behaviour effectively is essential and whilst cases can be complicated, we have a hugely experienced team on hand to support our customers. This supportive ethos runs through all of our services, and we hope you experience this when contacting us for services like rent, day to day support or neighbourhood matters.

As we approach what will be another very challenging year amidst a cost-of-living crisis, we want to be very clear that our team is always here to provide support and assistance. If we can’t directly help, then we are extremely well equipped to signpost to other support that is available. Always contact us if you need help.

The coming year will see a huge amount of work across all five councils in Somerset as a new unitary council takes shape. In the run up to the

new organisation going live in April 2023, the Homes in Sedgemoor Team will be working hard to ensure that any possible disruption is minimised. Please remember that while your landlord will change from Sedgemoor District Council to Somerset Council on April 1st 2023, Homes in Sedgemoor will remain the managing agent for your home and all your enquires will still be dealt with by the Homes in Sedgemoor team as they are now.

Lastly, all the achievements highlighted in this Annual Report could not be possible without the energy and endless commitment of the Homes in Sedgemoor Team. Together with the support and guidance of the Homes in Sedgemoor Board, the Sedgemoor Tenants Assurance Committee and our sole shareholder, Sedgemoor District Council, we have achieved much to be proud of in the last year. Thank you again for all your support and for taking the time to read this report. As an organisation we are always keen to learn from your feedback so if you have any comments then please let us know via customer.services@homesinsedgemoor.org.

Peter Hatch Chief Executive

Paul Stephenson Chair

Repairs and Maintenance

We always work hard to maintain your properties to a great standard to ensure you have good quality, safe homes. We’re proud to work closely with both you, our customer, and our partner contractors to carry out responsive repairs safely and efficiently, which is evident in your positive feedback of our service.

We carried out

5,870

We carried out

We carried out same day repairs routine repairs emergency repairs

3,643

of same day repairs were completed on time of routine repairs were completed on time of emergency repairs were completed on time

case study

516 96% 88% 99% 95%

overall customer satisfaction with the responsive repairs service

How much did we spend on repairs with MD Group?

Last year, we spent £2,878,400 on repairs.

Emergency £100,200.00

Same Day £429,400.00

Routine £662,100.00

Planned £367,600.00

Void (standard) £640,200.00

Void (major) £678,900.00

During a survey, we discovered that a customer’s wetroom floor needed improvements.

When explaining the necessary work required to repair the floor, the customer became distressed but our contractors worked hard to reassure the customer about the process, by explaining exactly what needed doing and how this would be achieved. Through good communication and the support from our contractors, the customer was happy for the works to go ahead.

Due to medical reasons, the customer required the works to be done within a short timescale, so the contractor was able to work evenings and weekends, going above and beyond to improve the wetroom quickly and efficiently for the customer.

Any concerns the customer raised before and during the works were addressed immediately, and they were pleased with the overall work.

Upgrading Your Home

To ensure you continue to love where you live, we carry out a large number of home upgrades every year. Last year, our planned works programme saw us spend around £5 million upgrading your homes and communal areas, including more than 1,200 installations such as roofs and kitchens.

245

Roofs (including fascia and soffit)

New doors 108

Kitchens Canopies 107 57

Rewires 67

Refurbishments

Windows 326

We’ve been busy refurbishing bathrooms and kitchens in several properties and we’re sure you’ll agree the end result is impressive.

Home Safety

Your safety remains our number one priority. We work hard to ensure your homes are safe for you, your family and other visitors. Thank you to everyone for letting us in your homes to carry out essential safety checks.

All homes to have an electrical installation condition report (5 yearly) 100% Target 98.90% Actual

All blocks to have an electrical installation condition report (5 yearly) 100% Target 97.79% Actual

Fire Safety Event

We teamed up with Devon and Somerset Fire and Rescue Service, in 2021, to carry out home fire safety visits to our customers at Westfield House. The event was held in support of a national programme called the Building Risk Review Program, which aims to make high rise and high-risk residential buildings safer and give the government, and local fire and rescue services, a better understanding of high-rise buildings in the UK.

Together, we provided advice around safer behaviours, identified and assessed risks within the home, and provided equipment to help reduce risks.

Winning Photo Competition entry from customer Paul

Our 2021 Children’s Art Week winner, River, with their prize

One of our Garden Competition winners

Volunteers at Sydenham Pantry, which is run by HiS customers, Lewis and Pauline

Colleagues and customers at one of our Newtown Walkabouts

One of our Neighbourhood Champions helped make Christmas extra special at a festive event in Woolavington

Woolavington Neighbourhood Champions Nick, Peter and Kate at a Christmas event

Customer Involvement

We created £1,469,208 of social value

Involved customers

We’re proud to offer customers a number of ways to become involved and have your voice heard. Customer Involvement provides opportunities for customers to influence decision making processes and to help shape service delivery.

We have held

We have 23 formally involved customers

30 involved customer meetings between April 2021 – March 2022

Sedgemoor Tenants Assurance Committee

In June 2021, we launched the new Sedgemoor Tenants Assurance Committee, which ensures that agreed service delivery standards to all tenants, shared owners and leaseholders is achieved and that Homes in Sedgemoor meets the expectations and outcomes of the Consumer Regulatory standards.

So far, there have been 6 STAC meetings

Making a Difference Fund

Our Making a Difference Fund (MaD) offers the opportunity for local community groups to apply for a grant, with a dedicated customer panel deciding which applications are successful. More than £11,000 was awarded by the MaD panel to a number of community projects, including Victoria Park Rangers under 11’s football team, Bridgwater Armed Forces Breakfast Club and walking football exercise sessions for the over 55’s.

£11,400

MaD funding awarded to help 8 groups

Neighbourhood Champions

Being a Neighbourhood Champion is a great way to get involved in the community. Some of our Community and Block Champions regularly tend to their communal surroundings, and help us with block inspections, updating noticeboards and reviewing our services.

Our Community Champions in Woolavington hold regular community events including the Santa’s Grotto which proved very popular with 72 children having a fabulous time and raising £45 towards future activities.

We have 4

Community Champions

We have 3 Block Champions

Customer-led Scrutiny

We held two Scrutiny sessions with our Customer Scrutiny Panel, facilitated by Tpas, which allows us to continually improve our services. Our Scrutiny meetings are a great way to ensure customers’ voices are heard and acted upon. This year the panel made recommendations around:

■ Aids and adaptations

■ Customer communications with planned works

You said: We will:

Renew the Aids and Adaptations Policy with customers

Include a contact number and email for adaptations

Appoint one person to lead on aids and adaptations, to process minor adaptations and give permission for major works

Increase channels to inform and advise customers regarding planned works

Specify and agree a consistent approach to communications around planned works

Consider putting videos onto the website to effectively show planned works projects

Continue our review of the policy, and recommendations from this scrutiny will inform future policy development

Provide an information service for major adaptations

Seek opportunities for a single point of contact to improve our strategic approach and service delivery

Expand communication channels and use e-mail, text messaging, posters and exhibitions where appropriate

Review this procedure and ensure it is published on the website and made available to customers

Work with contractors and customers to produce informative videos

Supporting You

Our Neighbourhood Team works closely with a range of different agencies and charities across the district to make sure our customers receive the correct support they need and continue to love where they live. As well as working collaboratively with organisations across the district, we are also proud to be working towards the Domestic Abuse Housing Alliance accreditation, to ensure we continue to give survivors the support they need.

Last year…

We responded to 92 antisocial behaviour cases

Domestic abuse support

We identified a customer who was applying for housing in her own name for her and her two children. Working with Sedgemoor District Council and the applicant, we were informed the customer was fleeing domestic abuse but that their partner did not know and they currently had a joint tenancy with them with another housing association.

Through partnership working, we were able to carry out the necessary visits and viewings, at a time when the partner was working, and were able to offer the property to the applicant, and agreed to remove their name from the other tenancy once she was safely housed with us.

We also identified that, although the customer had family support, they lacked support from professional agencies and also did not have a great deal of items to move into their new home with.

Noise

23 cases

Harassment

15 cases

We were pleased to be able to carpet the three bedrooms and living room, purchase a cooker and fridge freezer, install a video door bell and security light and also construct some additional fencing for extra security. We also referred the customer to receive professional support.

Between April 2021-March 2022, we have worked alongside 18 domestic abuse survivors offering support where necessary.

44 customers used the Noise App

1,544 recordings were made

The highest number of antisocial behaviour complaints was about noise and harassment

We work hard to provide great services for our customers. Last year, we launched our new Independent Living Service, which provides access to a team of staff who provide tenancy sustainment, support and the reassurance of a 24/7 alarm system in the event of an emergency.

The Independent Living Team helps customers to maintain their independence, sustain their tenancy, and provides extra support if needed through a Bronze, Silver and Gold service level system.

829 customers are supported by the Independent Living Team

60 customers receive support through the Silver service

750 customers receive support through the Bronze service

8 customers receive support through the Gold service

Between April 2021 - March 2022, the Independent Living Team made 699 phone calls to support customers

Compliments for ILS

The ILS Team works hard to ensure customers are happy in their homes. Here’s what you had to say about the team:

One customer said they couldn’t thank the ILS Team enough for arranging the event with the CAB at West Bow House. They have been working with them to arrange benefits and is now out of debt for the first time in a long time and is very grateful.

One customer thanked the ILS Team for the installation of some trellis on their fence panels. This was arranged to help with his anxiety problems.

Independent Living Service Downsizing

One customer thanked the ILS Team for helping them to sort the problem with their phone and lifeline, she is very grateful.

We received a thank you from an Occupational Therapist working in the North Sedgemoor Team with the NHS for installing a keysafe at a property in Judy’s Orchard.

We helped 28 people downsize

case study

One customer was left under occupying their home by two bedrooms and, as a result of the bedroom tax, was experiencing difficulties paying their rent. On top of this, the customer was struggling with several medical conditions, which meant the home they were in

was no longer suitable for their needs. Stairs had become an issue and the need to move became time critical. Working together, we identified external support and secured a one-bed ground floor property that met their medical needs and was affordable.

310 homes let between 2021-2022 days needed, on average, for standard re-lets

Did you know...

Customer satisfaction with the condition of their home

All empty homes re-let in 33.9 days on average

Customer satisfaction rate for the lettings process is

29.8 87.6% 97.3%

We are proud to continue to offer our enhanced letting standard on all our lettings. This consists of redecoration throughout where it is needed, over bath showers fitted and enhanced works to make gardens more manageable for our customers.

26

new homes into our management

This is the money we get to manage and maintain your homes. This is mainly from the rent you pay to Sedgemoor District Council.

Income and Rent Collection

We collect your rent and pay it to Sedgemoor District Council. The council then gives us some of your rent back as a Management Fee so we can look after your homes, carry out repairs and do work in your neighbourhood. Last year, your rent was charged over 50 weeks.

Average Rents

Income

99.25% of rent charged in 2021/2022 successfully collected

0.94% current tenant rent arrears for 2021/2022

Mr M moved in to one of our sheltered housing schemes after being homeless for some time. Mr M had difficulties applying for benefits and sustaining paid employment due to mental health issues and was using savings to pay his rent. But, when his savings ran out, arrears started building very quickly as Mr M had no income.

Mr M struggled to engage with us and was not staying in his home as he was worrying about running up more debt. Mr M’s Income Officer continued to attempt contact through phone

Welfare and benefits

2 tenants evicted due to rent arears

£7,382 reduction in former tenant arrears

and home visits, and eventually Mr M made an appointment with us to visit him to assist in accessing the correct support.

Mr M’s Income Officer, along with our Independent Living Service and Sedgemoor District Council’s Housing Advice team, all worked collaboratively together to support with benefit applications and finding employment.

Mr M has now cleared his arrears, is paying rent regularly, working part-time and has a secure home, confident that rent and essential bills are being paid regularly.

Sometimes customers need extra support with their income, so they can pay priority bills like rent and we are always here to support applications.

We made 33 employment, budgeting or welfare referrals to support partners

We supported

218 new Universal Credit claims

197 Discretionary Housing Payments successfully awarded to customers

We have issued

126 Foodbank vouchers

Customer Services and Feedback

Our friendly Customer Services Team is always on hand to help customers with any queries or concerns.

What you called us about Last year …

We received a total of

43,537

Repairs – 38%

Income – 24%

Neighbourhoods – 21%

86%

STAR Satisfaction Survey

75 seconds

On average, we answered your call in calls between April 2021 – March 2022 of calls at first point of contact

Other –9%

Planned works – 5%

Homes and Lettings – 3%

Thank you to all of our customers who have shared their feedback over the past year.

We are continuing to use MEL Research to carry out the STAR survey on a quarterly basis, and this runs alongside our transactional surveys that we carry out via telephone/text or email when you access any of our services.

Complaints

117 96% 4

complaints received dealt with at initial stage

complaints went to Stage 2, with 3 being investigated by the Housing Ombudsman. 1 complaint was partially upheld, 1 was dismissed and 1 is awaiting determination.

Lessons Learned

At Homes in Sedgemoor, we strive to use all customer feedback from surveys and complaints to shape our service delivery and improvements as needed.

We understand that our customers want us to listen to their views, and be easy to deal with, so with this in mind, we have reviewed and updated our Complaints and Customer Feedback Policy to allow for the complainant to have contact with the Chair of the review panel prior to the meeting, and put forward their point of view and any new information.

We have listened to your comments with regards to how we carry out our planned works and routine asbestos management checks, and have updated our processes so that our communication is clearer and more frequent.

We have introduced a new stage to our signup process for new customers, to ensure any vulnerabilities are identified prior to move-in

date, and the relevant support is in place. This ensures that all new customers have access to the correct external agencies as needed, and are able to set up utility accounts to enable them to sustain their tenancy.

A key area that we have been working on is with regards to heating and hot water breakdowns, so that we can ensure we are attending in a timely manner and not leaving customers for an extended time without a fully operational system. In instances where parts are required, we will always offer temporary heaters and reimbursement towards additional electricity costs, especially important during the current economic climate.

We want to ensure we are adopting a back-to-basics approach in order to be the best managing agent we can be. This means better communication with our customers, provision of an excellent repairs service, and enabling access to all services via your preferred method of contact.

Being Carbon Balanced

At Homes in Sedgemoor we are proud of our green credentials and work hard to ensure that our impact on the environment is as light as possible.

We work with We Are Resource, which is a “Carbon Balanced Printer” that works in partnership with the World Land Trust and uses FSC sustainable papers, as part of a commitment to being as green as possible.

We Are Resource also has processes in place around efficiencies to reduce its carbon footprint as well as initiatives to help us become more sustainable. For all its projects, the organisation uses FSC papers, and carbon that can’t be mitigated from production is offset through the World Land Trust (WLT) to protect tropical forests by paying a surcharge to the WLT.

We Are Resource don’t pass any of the surcharge on to its customers. The initiative is a scheme it has embraced as an organisation as part of its commitment to sustainability.

By using carbon balanced paper between April 2021 and March 2022, Homes in Sedgemoor has balanced, through the World Land Trust, 1246kg of carbon dioxide, protecting 238 sq m of tropical forest.

We’re proud of our green credentials