3 Years On

Three Years on

Annual Review

April 2013 - March 2014

Introduction

Helping Tenants Prepare for Welfare Reform

At NPT Homes we have always been passionate about our ability to make a real difference to people’s lives and their communities.

Our Financial Inclusion Team has been a key support service for tenants since the UK Government’s benefit changes were introduced in April 2013.

The past year has allowed us to make great strides in achieving this with our Welsh Housing Quality Standard (WHQS) improvement programme meaning that over 3,500 families have now benefitted from a new kitchen while over 3,000 have benefited from a new energy efficient boiler.

Roger Williams and Linda Whittaker.

We are seeing some of the biggest changes in the welfare system adversely affecting our tenants and want to do all we can to help and support them as best we can.

Our Community Regeneration Team has been busy conducting research to establish what can be done to improve local communities and worked with our contractors to deliver on the Community Challenge project.

Welfare Reform has had a huge impact and our Financial Inclusion Team have been supporting tenants throughout the changes. This has given us a unique opportunity to get to know our tenants better than ever before and address their needs.

A review of how we let properties has been carried out to help us understand why people bid for our houses, why they don’t and ultimately speak to them to get a better understanding of what they expect from us as a landlord.

Tenant involvement remains at the heart of everything we do, continuing to play a vital role in shaping our services, scrutinising our work and giving vital feedback to allow us to improve how we do things.

Partnership has an important part to play in the growth of NPT Homes and we go into how these partnerships have helped us throughout the rest of this publication.

Looking ahead to the future, we are keen to enhance our business by building much needed homes and developing modern services to benefit tenants and our communities.

The team is committed to providing advice to help give our tenants a better chance of adapting to welfare reform changes.

In the last financial year the team has carried out 1,064 home visits and advised tenants at 324 surgery appointments.

They have offered budgeting advice, ‘better off’ calculations, advice on affordable loans, advice on banking and credit unions, utility and water assistance advice as well as digital/getting online advice and practical help.

This has led to 487 successful benefit claims helping provide over £1.6m in extra benefits to tenants.

This includes £200,000 of Discretionary Housing Payments made to tenants on very low incomes and who are vulnerable or disabled to help them cope with the impact of the bedroom tax.

Case Study – Fleeing Domestic Violence An NPT Homes tenant who had just been awarded a tenancy after fleeing domestic violence was referred to the Financial Inclusion Team for support. As she had fled her previous home quickly and could not return, she had none of the essential items she needed to get started in her new home.

The work to upgrade our sheltered accommodation is due to start in the autumn of 2014. This will improve the homes of tenants living in our schemes, bringing them up to the standard experienced by our general needs residents.

Carolyn Heaven in the Financial Inclusion Team helped her submit a Discretionary Assistance Fund (DAF) application and she was awarded £1,450 in vouchers for a sofa, curtains, cooker, fridge freezer, washing machine, single bed and mattress, quilt, bed covers and a set of saucepans.

We will also begin a £20 million investment programme on external wall insulation throughout the Borough which will be carried out by four contractors all based in South Wales.

The tenant is now settled into her new property.

We have developed our own Select List of Contractors and held a ‘Meet the Buyer’ event in conjunction with NPTCBC’s Economic Development Team to identify suitable small and medium sized local contractors who would want to work with us. This list is now in place and contains over 100 local businesses.

We both look forward to working closely with tenants, our Board, staff, contractors and partners over the coming year.

These partnerships enable NPT Homes to carry on doing what we’re passionate about – making a positive difference to the lives of individuals, families and the communities that we work with.

Weekly Money and Benefit Advice Surgeries are held in Neath on a Tuesday, Port Talbot on a Wednesday and Pontardawe on a Thursday morning.

If you would like to book an appointment for one of our surgeries or would like advice from the team, please contact them on 01639 506623 or 505922.

Linda Whittaker Chief Executive Roger Williams Chair of NPT Homes

1

2

A Firm Stance on Anti-Social Behaviour ‘We are committed to taking a firm but fair approach to tackling anti-social behaviour and promoting a safe and secure environment for our tenants.’

In autumn 2013 we started working with tenants and partner organisations to review our practices and the approach we take to prevent and tackle anti-social behaviour.

We have listened to our tenants and have changed the working practices of our estate rangers. Each of our communities now has a named estate ranger who is regularly available in the communities for people to report any concerns to.

Case Study – Anti-Social Behaviour Leads to Eviction A tenant and her partner had caused anti-social behaviour with neighbours in the area of their property for six months.

Once the issues became known to NPT Homes, attempts were made to work with the couple to prevent further anti-social behaviour incidents but to no avail.

Their disregard for their behaviour towards residents meant that NPT Homes had no other option but to secure anti-social behaviour injunction orders and start legal proceedings to evict the couple.

NPT Homes obtained an injunction for a period of three years against the tenant and her partner to prevent any further anti-social behaviour. This included excluding her partner from the area for the same period. A claim for the possession of the property was later obtained.

The tenant’s partner appeared at Neath County Court to answer allegations that he had breached the terms of his injunction. He was found guilty of the breach and sentenced to three months in prison.

The estate rangers are working closely with the Police Community Safety Officers (PCSOs) and other support services to improve the safety and security of our communities.

The tenant appeared in Neath County Court and was given a suspended prison sentence and is also forbidden from visiting the street in which she used to live for three years.

Where tenants report anti-social behaviour to us we will assess their needs, make referrals to the appropriate agencies and share information with the Police to make sure victims receive the full support required.

Don’t suffer in silence – if someone’s behaviour is causing you alarm, distress or harassment it’s important that you report it to us: email: gareth.jones@npthomes.co.uk or call 01639 506614.

To complement these new working practices, a range of leaflets and fact sheets have been produced to give clear information and guidance on what tenants can do to help deal with anti-social behaviour, focussing on practical ways to solve problems.

These are available on our website www.npthomes.co.uk or from our satellite offices.

Our Estate Ranger Zoe Rees with our partners.

3

4

Enhancing our Communities Our Community Regeneration Team has worked closely with our local communities in the past year. The team has made great strides with it’s Big Idea project and established what can be done to improve local areas through speaking to residents.

Tenants have been consulted throughout the process and will be involved in deciding how money is spent in the area in the future.

One of the team’s big projects last year was the Community Challenge which saw NPT Homes work with partners Spotless Recruitment and our main contractors at the time, Mears, Mi-space and Jistcourt. The project allowed three different community projects within Neath, Port Talbot and Pontardawe to benefit from a day of free building or maintenance work.

In Ystalyfera, Tiddlywinks, which is a childcare provider for children aged six weeks to 13 years of age, was the winner for the Pontardawe area. They applied for help with the installation of new raised flower beds, painting of external walls around the play area, the redecoration of a communal area and improving storage space. The work not only improved the centre itself but will also have an impact on the wider community who make good use of the centre.

Eastern Primary School Pupils with their new look garden.

The Port Talbot project was Eastern Primary School and Wesley Chapel. They applied for planters and benches to be constructed within the grassed area next to the Chapel and a new story telling chair built in the same area so teachers and pupils can enjoy learning outside, when the weather permits.

8th Neath Crynant Scouts was the approved Neath project after applying for help to have a new kitchen fitted, the external walls to be painted and a new pathway to be laid leading to the scout hall. The work not only improved the look of the centre, but also provided the group with a safe and practical environment where the scouts can continue to learn.

Liz Cole ICC Development and Business Manager at Tiddlywinks said:

Fact: Our local economic impact assessment shows that for every £1 spent on the major improvement programme a further £1.99 has been reinvested in the local economy.

Playground artwork in Tiddlywinks Ystalyfera.

5

“We would like to thank NPT Homes and their contractor Jistcourt for transforming our centre and making it a really vibrant place for the children of Ystalyfera and surrounding areas.

Their faces when they saw the bright and colourful artwork in the play area was something we will never forget. They are enjoying playtime so much it’s a struggle to get them to go home at the end of their day!”

This project will take place again in summer 2014 and the team will also launch it’s Community Development Fund which will allow local people to apply for funding to improve their environment, neighbourhood or community through identifying projects that can provide added value and wider community benefit.

6

More Than Just a Landlord The Tenancy Support Team

Supported 166 clients in 2013/14

The aim of the Tenancy Support Team is to prevent homelessness by providing tenants with support and equipping them with the skills to sustain a tenancy.

During 2013/14 this support was delivered by an ‘in-house’ team of support workers and through sub-contracting arrangements in place with specialist providers including Gofal, The Wallich, WCADA and Calan DVS. In 2013 /14 the team supported 166 clients with the majority of referrals being made via teams within NPT Homes.

Managing accommodation formed a very significant part of tenancy support during 2013/14 and managing money was also deemed very important to the tenants who were supported.

The support staff helped with a whole range of issues, including accessing grants for furniture, providing support to address debt and ensure that rent was paid on time.

The changes to benefits resulted in substantial time being spent dealing with benefit applications, liaising with the Department of Work and Pensions (DWP) and supporting tenants to attend medicals and appeals. All this work was completed with the tenants and they were encouraged to complete forms and make phone calls independently so that they developed skills which are important for them to have when they no longer receive support. The support has led to tenants feeling more confident in managing their money by gaining the skills and knowledge to have more control over their finances and being more able to deal with these matters independently.

Another major aspect of the work was to support those with mental health issues. Many tenants struggled to go to their GP due to the impact of their physical and mental health. When they saw their GP, further support from the Community Mental Health Team was at times slow and often their conditions deteriorated before further help was given. Due to a strong working relationship with landlord services in the past year, many evictions have been avoided and tenancies sustained even in the most challenging of cases.

Case Study This relates to a male who suffers from poor mental health.

Following a period of homelessness the gentleman was housed in temporary accommodation before becoming the sole tenant of an NPT Homes property.

At the point of referral to the tenancy support scheme he had little furniture, was on a low income and had a diagnosis of Borderline Personality Disorder. Support was provided to help improve his budgeting skills and maximise his income. He received support to obtain food parcels when he had no food and was successful in obtaining grants to purchase essential items for the home and appropriate clothing.

He had a few good friends but was keen to broaden his social circle and started attending service user group meetings at Gofal. Initially he was very nervous, but, with encouragement and support he became a regular attendee and enjoyed the various activities.

He now volunteers in the community, he attends his GP and psychiatrist appointments and manages his medication independently.

His community housing officer is happy with how he manages his tenancy and has granted him an assured tenancy. The tenant feels very positive and really wants to get back into paid work. His mental health has improved greatly and he is attending the work programme of Employment Support Allowance and lives independently.

The in house tenancy support team.

7

8

Working in Partnership NPT Homes was heavily involved in the formation of Cyfle Building Skills, a new Regional Shared Apprenticeship Scheme launched by South West Wales Regional Shared Apprenticeship and the Construction Industry Training Board (CITB).

The shared apprenticeship scheme aims to create a minimum of 140 apprenticeships across South West Wales

by September 2015 and provide a service which supports young adults into sustainable employment within the construction industry.

NPT Homes has benefitted from the project by taking on six apprentices via the scheme helping them gain the skill set required to become fully qualified.

We continued to work with a number of partners in 2013/14 to provide local people with work experience opportunities and placements.

These partners include: • Neath Port Talbot County Borough Council’s Skills and Training Unit; • Neath Port Talbot College - Pathways to Employment programme;

The relationship we have developed with South Wales Police has allowed us to combat anti-social behaviour in the Borough, a partnership which makes us stronger. Their Linda Whittaker and partners at Old Furnace House. teams also linked up with the Fire Service as part of the training exercise at Old Furnace House, taking advantage of what is quite a rare opportunity.

We have continued to work with other social housing providers V2C, Bron Afon and Merthyr Valleys Homes to share services for internal audit.

• Want 2 Work;

We have also joined forces with V2C on projects like Project EYE, aimed at identifying young social entrepreneurs to benefit from UnLtd funding.

• Breaking the Cycle; • Budding Brunels; • Jobs Growth Wales; and

9

The training department also used the venue to give new, on call fire fighters, who are completing their initial training and initial breathing apparatus training courses, an opportunity to experience a realistic setting.

In terms of involvement opportunities we have worked with Neath Port Talbot Council for Voluntary Service (NPTCVS) Community Links and formed the Sheltered Social Committee to encourage sheltered tenants that were able and willing to volunteer.

• Careers Wales and local schools to provide year 10 work experience placements;

• Cardiff Metropolitan University.

Modern secure fire doors currently being fitted in various social housing properties across Wales were fitted by the manufacturer for free for the exercise and gave the fire fighters an opportunity to test the safety and accessibility in the event of an emergency.

Apprentices at work under the shared apprenticeship scheme.

We have been a key partner in the ‘Get NPT Online’ project with Coastal Housing Group and Melincryddan Community Conference for which Communities 2.0 Digital Inclusion funding has been received.

By providing these placements, NPT Homes has offered individuals valuable opportunities to gain experience, skills and knowledge assisting them in their search for meaningful employment.

The project has worked with over 1,000 local residents to help them gain the skills and confidence to use IT equipment and access the internet, along with helping them access local facilities such as libraries.

We have developed an even stronger working relationship with Mid and West Wales Fire and Rescue Service (MAWWFRS) who used Old Furnace House, a disused sheltered scheme, for a day of search and rescue training exercises at the end of 2013.

NPT Homes has also been involved in the CYD Cymru Collective Energy Scheme launched in late autumn 2013 to help people buying energy together to save money on their bills.

10

Meet the Board

Who are the Board

The Board of NPT Homes is ultimately responsible for the strategic direction of the organisation as well as making sure that it is financially sound and that it complies with the law in all it does.

Board Members as at 31/03/14

The Board does not manage the day to day affairs of the organisation. That is the job of the Chief Executive and staff.

The Board reviews high level performance but doesn’t involve itself at an operational level.

Our full Board is made up equally of tenants, Council nominees and independent members.

Key Decisions Made: • Approved a new vision, mission and set of strategic objectives for the next three years;

Roger Williams Chair – Tenant Board Member

Nikki Buttland Tenant Board Member

Hilary Griffiths Tenant Co-optee

John Rogers Council Nominee

Rosalyn Davies Council Nominee

Alan Lockyer Council Nominee

• Approved the 30 year Business Plan and Financial Statements; • Approved partial amendments to the Rules to give more flexibility to the organisation and its members; • Agreed an updated Risk Register and approved the Analysis and Mitigation proposal; • Agreed the management of Llewellyn Almshouses in Neath; • Approved the proposed redevelopment of Old Furnace House; • Approved the Welsh Language Scheme in readiness for wider consultation and presentation to the Welsh Language Commissioner;

Ted Latham Vice Chair – Council Nominee

• Agreed to the formation of Board Champion Roles for Older Persons, Younger Persons, Equality and Diversity and Tenants; and

For an up to date list of our current Board Members please visit our website www.npthomes.co.uk

• Approved policies and procedures including general membership and Board membership, Health and Safety, ICT and Asset Management.

Steve Mundy Independent Board Member

Harry Lloyd Independent Board Member

Brian Davis Independent Board Member

Members that left during 2013/14: Alan Sinfield, Brian Fleming, Sheila Penry, Jonathan Frost and Kay Reed.

11

12

Finding Out What Matters?

Keeping the Promise of Job Opportunities

Our Change Management Team has been working to change the way we let our properties and enhance the customer service levels in our contact centre.

We have continued to work with NPTCBC’s Skills and Training Unit, Neath Port Talbot College, Pathways to Employment, Careers Wales, local schools, Want 2 Work, Breaking the Cycle, Budding Brunels, and Jobs Growth Wales to provide 44 local people with placement opportunities.

Many of our tenants who called the repairs hotline at the start of 2014 will have experienced difficulties. The severe weather led to more people than usual calling the hotline leading to long wait times causing frustrations for both tenants and NPT Homes as an organisation. Technical problems with our phones also meant that call wait times were under-estimated and our service delivery suffered, leading it to fall below expectations.

Whilst the weather was out of our control, staff from change management, property and maintenance and IT worked hard to address the technical problems that occurred, amend working practices and employ additional members of staff to help cope with demand.

A presentation was made to Board to outline the changes and the way forward ensuring continuous improvement. Statistics at the end of the financial year showed a significant improvement with 98% of all calls being answered and 97% of these answered within one minute. The team continue to regularly monitor call wait times to get a good understanding of the customer service being provided to ensure the system continues to improve and delivers what matters to our tenants.

98% of calls were answered

The Change Management Team has also assisted landlord services in conducting a review 97% answered of the housing application process. After speaking to dozens of potential applicants on within one minute the housing waiting list to understand their views on the current way in which we allocate properties, common themes emerged on ‘what matters’ to potential applicants when applying.

They said: • Communication – help me understand the process and let me know what is happening; • Honesty – I would rather know if I can be housed where I want to live before the process starts. Don’t waste my time; • Speed of process (beginning to end) – make the process simple; and • Affordable – let me know if I can afford to live in the property and don’t set tenants up to fail.

Since conducting this research, the process has been streamlined and greater importance has been put on speaking to applicants. Applicants are no longer just numbers and community housing assistants are allocated specific applicants as part of their case files. More help is given at first point of contact to see if we can assist applicants before they apply.

Applicants are contacted by text or email during bidding week and support is given if required.

13

A large percentage of work placements (44% overall since 2011) remain within the organisation after impressing staff with their capabilities during their time at NPT Homes.

NPT

Since transfer 123 additional jobs have been created by NPT Homes and out of the 471 staff employed by the organisation, 73% of these people live locally.

NPT

Case Study After joining NPT Homes on a three month work experience placement, previously unemployed Ria Coates earned herself a permanent position in the organisation.

Twenty year old Ria who lives in Glyncorrwg, worked hard and towards the end of her contract was asked to provide temporary administrative support to the Tenant Liaison Team.

This job became permanent and a few months later Ria decided to apply for a promotion to become a Tenant Liaison Officer (TLO) and was successful.

She said: ”After being out of work, securing my placement with NPT Homes was the confidence boost I needed.

The role gave me some brilliant experience and importantly gave me the confidence to apply for a full time role in the organisation, something I wouldn’t have been able to do previously.”

Ria Coates.

Work continues with contractors and local agencies to create training and job opportunities. Currently, contractors have established 83 new jobs, over 80% of these people live locally and 50% of those recruited were long term unemployed.

Twenty one apprentices have started and are continuing to complete apprenticeships with the contractors.

Partnerships have been formed with Cyfle, Careers Wales and Neath Port Talbot College to provide 10 placement opportunities for apprenticeship students.

In addition, NPT Homes has also taken on three trainees in arboriculture, quantity surveying and building inspection. As part of their traineeship, they are supported to undertake qualifications in their respective subjects and provided with valuable on the job training and experience.

14

Have your Say

Our Highlights

NPT Homes provides all tenants with the opportunity to become actively involved in decisions affecting our homes, communities and the housing service received.

NPT Homes’ Governance Officer wins CIH Rising Stars Cymru Award

This is something which started when NPT Homes was in the planning stages to ensure that we hit the ground running on day one.

We were told before transfer that tenants would be the driving force of NPT Homes and this is truly happening.

We know that it is only with this involvement from tenants, that true and meaningful improvements can be made by NPT Homes.

Therefore, we encourage more tenants to get in touch with the Tenant Empowerment Team to either join an existing group, set up a new group or if you are willing, to give your opinion on things in the future.

Make a difference... play your part in the future of NPT Homes.

Email involved@npthomes.co.uk or call 01639 505905.

NPT Homes’ Governance Officer, Lisa Evans has been crowned winner of the prestigious Chartered Institute of Housing Cymru (CIH) Rising Stars Cymru award 2014.

In CIH Cymru’s quest to find a rising star in Welsh housing, after being shortlisted from a wide field, Lisa competed against two other finalists, Catrin Lewis from Monmouthshire Housing Association and Kelsey Watkins from Caerphilly County Borough Council.

Lisa is the third NPT Homes employee to be shortlisted for this award after Tenant Empowerment Coordinator, Ross Williams was shortlisted in 2013 and Head of Specialist Services, Clare Way, took the crown in 2012.

NPT Homes’ Carpenter Shortlisted for Apprentice of the Year Award 2013

CIH Rising Star Lisa Evans with Housing and Regeneration Minister Carl Sargeant.

NPT Homes’ apprentice carpenter Dafydd Rosser was shortlisted as one of the top candidates in the UK in the annual Association for Public Service Excellence (APSE) National Housing and Building Apprentice of the year awards.

Laura Rainbow who is part of NPT Homes’ Youth Committee said: “I’ve been involved in NPT Homes for over two years now. I joined the Youth Committee when I was 18 and I have learnt new skills and built up my confidence no end. We are all different individuals but work really well together to make our ideas work.”

Laura Rainbow.

15

As a result Laura has now secured full time employment.

Chief Executive Linda Whittaker said: “We are thrilled that Dafydd’s hard work was recognised and that he was shortlisted as one of the top apprentices in housing and building maintenance. We recognise the value of investing in long term apprentices and look forward to working with and developing the skills of more young people in Neath Port Talbot.”

16

NPT Homes win the GO Wales Judges Choice Award

NPT Homes Awarded ‘Exemplar Employer’ Status

NPT Homes has been awarded the Judges Choice Award for its contribution to the GO Wales graduate placement scheme.

NPT Homes has been recognised for its commitment to promoting equal opportunities for the 471 staff it employs.

Since 2011, NPT Homes has provided 12 graduates registered with GO Wales with work placements across the whole organisation which has resulted in six securing full time employment as a result of their initial placement.

NPT Homes and V2C Launch Project EYE Project EYE will give young people, who have entrepreneurial ideas for a business in their community, an opportunity and support to make this a reality.

NPT Homes and V2C will work with UnLtd to help those who apply to set up their own business venture. Both organisations have worked together to develop a suitable package of support, including business mentoring, access to expertise such as marketing, finance, engagement mechanisms and funding for young social entrepreneurs.

NPT Homes is awarded the Gold Corporate Health Standard Award

The award has recognised the hard work and input NPT Homes has given in setting up health initiatives for staff such as reduced gym memberships, free lunchtime bicycle use and lunchtime fitness classes as well as providing advice and support covering a range of subjects including healthy living, lifestyle choices and physical and mental health.

17

In addition, staff have been provided with equality and diversity training and flexible working is available to them with a variety of options offered.

Lisa Evans, Joy Kent CEO of Chwarae Teg and Ken Stakes Deputy The organisation always encourages a Minister for Skills and Technology. healthy work life balance and moving forward will form an equalities group with stakeholders to champion equality and diversity throughout the workplace and our communities.

NPT Homes has been awarded Gold in the Welsh Government Corporate Health Standard for its commitment and support in enhancing its staff’s health and wellbeing.

An assessment was carried out across all areas of the organisation which included onsite visits and interviews with staff.

The ‘Exemplar Employer’ status was awarded for the way in which the organisation has integrated equalities and diversity into its everyday activities. This includes the development of an equality impact assessment toolkit which is used to ensure that the organisation’s policies and procedures do not discriminate against any disadvantaged or vulnerable people and complies with the Equalities Act 2010.

New Homes to Be Built in Neath NPT Homes has been granted its first Welsh Government Social Housing Grant that will enable the organisation to build 11 new two bedroom houses and four new one bedroom flats.

The £1m Social Housing Grant will contribute to the £1.7m project which NPT Homes hopes to complete by spring 2015 on the site of Old Furnace House, a former sheltered scheme in Melin, Neath.

Staff collect the Gold Corporate Health Standard Award for NPT Homes.

This disused building, which has been used by Mid and West Wales Fire and Rescue Service for search and rescue training and South Wales Police for dog handling training whilst planning permission was being administered, has been demolished to make way for the new homes.

18

Keeping our Promises Significant progress has been made by NPT Homes since we came into being in March 2011. There were 118 Offer Document Promises made to tenants at transfer.

We have now achieved 81% of these with 18% of promises ‘in progress’ and only 1% of the promises are yet ‘to be commenced’.

Develop local supply chains and provide introductions to major contractors to develop longer-term working relationships and contract opportunities for local businesses.

NPT Homes continues to work in partnership with NPTCBC’s Economic Development Section.

New contracts commenced with local suppliers for provision of maintenance materials to NPT Homes’ workforce.

96 81%

118 Offer Document Promises

1 1%

Promise Kept

Promise Kept

NPT Homes would aim to consult all tenants individually on improvement works to their homes including where there are special needs or cultural requirements.

The Tenant Liaison Officer Team is working with tenants to establish individual requirements. Tenants are fully informed prior to, during and after works are undertaken to their homes.

21 18% To be commenced In progress Complete

Ensure that communal areas around homes are maintained to a high standard.

Our neighbourhood services team has a schedule of works to ensure communal and other open spaces around NPT Homes properties are maintained to a high standard.

Promise Kept

(Percentages rounded up to the nearest whole percentage).

Promise Kept 19

Offer timed appointments through a new appointment system for non-emergency repairs.

A morning and afternoon appointment system is now in operation.

Promise Kept

NPT Homes will tackle the problems caused by anti-social behaviour and will plan to take action as appropriate.

Following the review of the Anti-Social Behaviour (ASB) Policy and Procedures and delivery of training for staff, we now operate a new approach to tackling and preventing ASB.

20

You Said – We Did You Said “Tenants are seeing home improvements being undertaken in other areas but not their own.”

We Did Major works to our 9,200 homes such as new kitchens and bathrooms have been planned out over six years.

We are now two years into the programme and we are on track to bring all our properties up to the Welsh Housing Quality Standard (WHQS) by March 2017.

We cannot do all the work in one go, although the way that we have split the programme up means that at any one time we are carrying out work in the Pontardawe, Neath and Port Talbot areas.

You Said “The standard of service from our tradesmen is sometimes not as good as it should be. Tenants would like to be able to make repairs appointments and repair details need to be taken accurately so that when a tradesperson comes out they know what they’ve got to do.”

We Did We have undertaken a major overhaul of the repairs service. We asked over 100 tenants ‘what matters’ to them about the repairs service.

You said: • Make an appointment; • Make sure you keep the appointment; • Make the appointment at a time suitable to me; • Complete the job within a reasonable timescale; • Get the job completed right first time; • Do a good quality repair; and • Leave the property in a clean and tidy condition.

The repairs service is now delivered based on ‘what matters’ to tenants. We are also measuring tenant satisfaction against each of these points by phoning tenants after repairs are carried out and asking them for their opinions.

To find out when we will be doing works in your area, visit our website: www.npthomes.co.uk and search for WHQS or contact our Tenant Liaison Team on: 01639 315315 or email tenantliaison@npthomes.co.uk

Overall satisfaction is very high, 93% said that the repair received was good quality.

You Said “Tenants had high expectations when they transferred to NPT Homes but feel that there hasn’t been much change.”

We Did We have to deliver the 118 Offer Document Promises that the Council made to tenants as part of the transfer. We have made huge progress by delivering 81% of those promises and the Council is very positive about the improvements that have been made so far.

Further information on how we are progressing can be found on our website: www.npthomes.co.uk by searching for offer document promises.

You can also call our Corporate Services Team on: 01639 505859 or email us at: feedback@npthomes.co.uk if you would like more information.

A new kitchen in Neath brought up to WHQS standard.

21

22

Our Statistics

Sub areas

Programme of Works Kitchens 3,735 Completed

Our Properties

April 2013 – March 2014 Satisfaction surveys show, 97% of tenants classed the improvements they have received as being very good or good.

Bathrooms 3,393 Completed

Rewires 2,362 Completed External Wall Insulation or Render 568 Completed

We are on track to bring our properties up to WHQS by 2017 and look forward to introducing the next phase in the programme which includes additional external work.

This amounts to a £60 million investment to date.

Number of units

Aberdulais 12 Abergwynfi 75 Alltwen 100 Aberavon 214 Baglan 153 Banwen 40 Blaengwynfi 37 Briton Ferry 499 Bryn 46 Bryncoch 13 Cadoxton 38

Number of units

Caewern 192 Cwmavon 525 Cwmgors 40 Cilfrew 47 Cimla 398 Cwmllynfell 64 Clyne 56 Cwmtwrch 9 Crynant 122 Croeserw 372 Cwmgwrach 45

Lower Brynamman

Gwaun-Cae-Gurwen Cwmflynfell Onllwyn Ystalyfera Seven Sisters

Pontardawe

Repairs Repairs we have completed

Sub areas

ig

Glynneath

r

e’

dr

Go

a gr

Crynant

Figures

Blaengwrach

Rhos Trebanos

Emergency Repairs

4,816

Alltwen Resolven Aberdulais

Urgent Repair Heating Systems 3,462 Completed

Non Urgent Repairs

7,263

Bryncoch Dyffryn

12,274

Tonna

Total Repairs

24,353

Cimla

Coedffranc

Pelenna

Cymmer

Gwynfi

Briton Ferry

Baglan

n

vo

Sandfields West

ra

Home was left clean after work

97%

Average score of the service from start to finish (out of 10).

8.9

Bryn & Cwmavon

e Ab

23

Glyncorrwg

Neath

% of tenants who felt that we completed a good quality repair 93% Roof Replacements 841 Completed

Neath

Cadoxton

Window and Door Installations 1,399 Completed

Sandfields East

Port Talbot Tai-bach

0

5 Kilometers

Margam

Sub areas

Number of units

Cymmer 26 Dyffryn Rhondda 32 Gwaun Cae Gurwen 255 Glyncorrwg 109 Glynneath 266 Godregraig 18 Goytre 43 Jersey Marine 12 Lower Brynamman 51 Llandarcy 28 Longford 119 Little Warren 140 Margam 205 Melin 227 Neath Abbey 14 Neath 402 Oakwood 13 Pantyffordd 34 Pencaerau 241 Pontardawe 309 Resolven 115 Rhiwfawr 19 Rhos 45 Rhydyfro 62 Roman Way 24 Seven Sisters 171 Sandfields 1,647 Skewen 449 Tairgwaith 29 Taibach 11 Tonmawr 99 Tonna 106 Trebanos 96 Velindre 46 Westernmoor 158 Ynysmeudwy 161 Ystalyfera 302 Total 9,181

24

Our Properties Type of Home Bungalow Flat

House

Maisonettes

Grand Total

Type of Home

Amount

369

General Needs

8,674

2,496

Sheltered

5,804

Grand Total

5

Sheltered Housing Bungalow Sheltered Housing

Amount

84 423 9,181

507 9,181

£m On 1st April 2013 we had a total cash of...

£7.2m

We had money come in from…

Rent and Service Charges relating to our properties

£32.2m

Grants from Welsh Government and Local Authority

£6.6m

Property sales under the Right to Buy scheme

£0.9m

Other income such as commission

£0.7m

Total £40.4m We spent it on...

Our Tenants

Improving and repairing your homes and communities

£34.9m

Providing tenancy management and support services

£5.3m

Central support services and administrative costs

£4.5m

18-29 1,032

Interest payments on loans

£2.1m

30-39 1,300

Total £46.8m

Age Group Under 18

Number of Tenants 5

40-49 1,627 50-59 1,559 60-69 1,306

To do this we had to borrow...

£3.5m

This left us with a total cash at 31st March 2014 of...

£4.3m

70-79 997 80 & older

809

No D.O.B

813

Total 9,448

25

26

This publication can be made available in large, braille or audio versions by contacting 0300 777 0000.

Head Office: Ty Gwyn, Brunel Way, Baglan Energy Park, Neath, SA11 2FP Tel: 0300 777 0000 Email: ask@npthomes.co.uk www.npthomes.co.uk NPT Homes Limited is a charitable Industrial and Provident Society (31041R) WG registration number No L154