CARTREFI HOMES Great Homes, Great Communities Cartrefi Gwych, Cymuedau Gwych
One Year On
TEN
Annual Review April 2011 - March 2012
ANT
TI C K NPTH0046
NPT Homes’ Vision and Values Our Vision is: Great Homes, Great Communities.
Values • To be committed to providing excellent standards of service; • To be tenant focused and inclusive, with community involvement at the heart of our work; • To value our tenants, employees and stakeholders and treat them with honesty, respect and integrity; • To realise our employees’ potential by fostering a learning culture allowing them to develop to their full potential; • To provide local services based on the needs of each community; • To embrace diversity and provide equality of opportunity; and • To encourage feedback.
1
A look back at our successful first year When NPT Homes was created back in March 2011 it was clear that our primary focus was not only going to be bringing homes up to the Welsh Housing Roger Williams & Linda Whittaker Quality Standard (WHQS) but to enhance existing services, empower our tenants and create job opportunities. In looking back at our first year of operation we are proud to say that we have already begun delivering on all of these promises and many more! Since transfer we have employed almost 100 new members of staff, the majority of which are local, while retaining 400 members of staff who had housing related roles in the Council prior to transfer. We have enhanced our Tenant Empowerment and Estate Ranger Services whilst Neighbourhood Support, Financial Inclusion, Tenant Liaison and Tenancy Support are brand new services which have been set up to benefit our tenants. This investment in staff allows us to play a more active role in our communities, get to know our tenants better, listen to what matters most to them and make a difference. With the majority of our 9,186 properties needing to be brought up to the WHQS, we started carrying out this work last October. As our Borough is spread out geographically it was important that we didn’t just carry out investment work in one area, instead we devised Local Investment Plans to group communities together and ensure each sees the benefits of WHQS in year one, instead of having to wait six years. 2
As a Community Housing Mutual we are committed to empowering our tenants and have set up a number of successful tenant groups. In addition, all tenants have been given the opportunity to become Members of the organisation; something that was launched just before Christmas. Several services have undergone reviews which have seen us speak to the people that matter the most, our tenants and staff and develop new systems based on their feedback. This has given us the data to evaluate areas of the business to see if we can improve the services we deliver, making us more productive as an organisation. So, looking back over our first year, we can see that we have created a strong identity and, through that, we have not only started to make a real difference to the lives of our tenants but a significant contribution towards the social and economic regeneration of Neath Port Talbot. It has been a really memorable year thanks to the hard work and passion of our staff, tenants and voluntary Board members. After laying firm foundations in our first year, we hope our next twelve months will be just as successful.
Linda Whittaker Chief Executive
Roger Williams Chair of NPT Homes
3
Tenants Playing their Part - You Can Too! Written by Members of the Communications Group NPT Homes provides all tenants with the opportunity to become actively involved in decisions affecting our homes, communities and the housing services we receive. This is something which started when NPT Homes was in the planning stages to ensure we hit the ground running on day 1. Several groups have been formed including the Programme of Works and Economic Regeneration group (POWER), the Tenant and Leaseholder Innovation group (TALIG), together with the Scrutiny panel and Communications group. The tenants who make up the groups have been given lots of training, support and guidance from staff and other tenants who sit on similar groups in other housing associations across Wales. This approach has proved invaluable and has really allowed us to get stuck into our roles which have made a difference to how things develop in NPT Homes. All tenants have also been given the opportunity 4
to become involved in decisions affecting our homes, communities and the housing services we receive. Members are also able to attend NPT Homes’ Annual General Meeting (AGM) to vote on key decisions affecting them. We were told before transfer that tenants would be the driving force of NPT Homes and can see that this truly is happening already. 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 or to set up a new group which may be needed in your community. Make a difference... play your part in the future of NPT Homes. Contact: Tenant Empowerment Team 01639 505905 involved@npthomes.co.uk
Meet the Board The Board of NPT Homes is ultimately responsible for the running of the organisation, making sure that it is financially sound and that it complies with the law in everything it does. The Board also has responsibility for deciding the direction of the organisation, what it needs to be doing in the future and what needs changing. The Board does not manage the day-to-day affairs of the organisation. That is the job of the Chief Executive and the staff. The Board reviews performance at a very high level but doesn’t involve itself at an operational level. The Board is equally made up of tenants, Council nominees and independent members. The main responsibilities of the Board are to: • Develop and approve the policies, strategies and objectives of NPT Homes and monitor the performance of the Executive team in delivering them; • Appoint, dismiss and set out the employment terms of the Chief Executive, the Executive Directors and the Company Secretary; • Call upon the Chief Executive and Company Secretary to report on any aspect of NPT Homes’ business; • Hold Committees to examine, in detail, certain areas of the business on its behalf;
• Ensure that the affairs of the organisation are conducted lawfully and in accordance with accepted standards of performance, good practice and Welsh Government requirements.
5
Who are the Board? Board members from April 2011- March 2012
Roger Williams – Chair of NPT Homes
David Paget – Board Member Asset Management Committee & Operations Committee
Steve Mundy – Board Member Asset Management Committee - Chair
Rosalyn Davies Board Member Audit & Risk Committee
John Sullivan Vice Chair of NPT Homes Asset Management Committee - Vice Chair
Colin Morgan – Board Member Operations Committee
Jonathan Frost – Board Member Audit & Risk Committee – Vice Chair
Brian Fleming – Board Member
For an up to date list of our current Board Members please visit our website 6
Alan Sinfield – Board Member Asset Management Committee & Operations Committee Vice Chair
Brian Davis – Board Member Operations Committee - Chair
Nikki Buttland – Board Member
Andrea Davies – Board Member Audit & Risk Committee – Chair
Ted Latham – Board Member Asset Managment Committee
Helena Peters – Board Member
www.npthomes.co.uk
Other individuals who were part of Board during 2011/12 include Alun Thomas, Graham Green and Hilary Griffiths.
Our Highlights WHQS improvement works begin NPT Homes has made a commitment to bring all its homes up to the Welsh Housing Quality Standard by 2017. The improvement programme started on the 3rd of October 2011, less than seven months after transfer. Within the first 6 months of the programme an estimated £3m was spent on installing 410 new kitchens and bathrooms along with 635 heating systems.
NPT Homes Neighbourhood Support Manager receives CIH Rising Star Award An NPT Homes manager has been awarded the prestigious Chartered Institute of Housing Cymru (CIH) Rising Star award. Neighbourhood Support Manager, Clare Way, was nominated for the award by Chief Executive, Linda Whittaker, after demonstrating excellent leadership and innovation since NPT Homes came into being last March. So far Clare has been influential in enhancing several teams within NPT Homes and creating new services to benefit tenants.
NPT Homes Makes a Difference to Local Employment NPT Homes has employed 95 new members of staff in its first year. In addition main contractors Jistcourt, Mears and Mi-space have taken on 74 local people.
First Member After including application forms in the December 2011 edition of the tenant newsletter ‘The Grapevine’, the first tenant member was Stephanie Griffiths; a young mum living in Cwmavon. 7
NPT Homes Highlights
NPT Homes has achieved a considerable amount during its first year of operation
15th July 2010
P.O.W.E.R group is formed
4th March 2011
NPTCBC transfer 9200 properties to NPT Homes An enhanced Financial Inclusion & Estate Ranger Service is introduced.
April 2011
May 2011
1st April
12th May
Digi Tv channel is Construction launched to give students in Neath tenants 24/7 Port Talbot College information on Link up with NPT NPT Homes Homes tradesman.
June 2011
27th June
NPT Homes seek creative tenants to form a Communications Working Group
July 2011
August 2011
September 2011
October 2011
November 2011
December 2011
17th August
9th September
3rd October
1st November
5th December
NPT Homes lay the NPT Homes and foundations for P.O.W.E.R appoint future employment its contractors
25th August
Meet the contractors’ event
ÂŁ220m Homes NPT Homes Scrutiny NPT Homes rolls Investment gets Panel is formed out Membership underway 24th November 7th December 10th October Tenant joins TLO Tenants get the Team opportunity to join NPT Homes installs the Board first WHQS Kitchen
January 2012
February 2012
6th February
NPT Homes take on local apprentices
March 2012
4th March
Happy Birthday NPT Homes, one year on
13th December
8
Minister visits NPT Homes to see housing regeneration progress.
9
Our Homes Lower Brynamman
Gwaun-Cae-Gurwen Cwmflynfell Onllwyn Ystalyfera Seven Sisters
Pontardawe
Glynneath
Crynant
Blaengwrach
Rhos Trebanos Alltwen Resolven Aberdulais
Bryncoch North
Neath
Dyffryn Bryncoch South Coedffranc North
Glyncorrwg
Tonna Neath North
Coedffranc Central
Neath South Cimla
Coedffranc West
Pelenna
Cymmer
Gwynfi
Briton Ferry East Baglan Bryn & Cwmavon Sandfields West Sandfields East
Port Talbot 0
kilometres 5
Tai-bach
Margam
Properties in Pontardawe 1564 Properties in Neath 3934 Properties in Port Talbot 3700 10
What Sections of NPT Homes Does What? 1
Chief Executive’s Department Linda Whittaker, Chief Executive
Human Resources, Change Management and Corporate Services are included within this department. Communication, Recruitment, Health and Safety and Board are some of the main focuses of the department. Notable Achievements: • A further 95 new people have been employed since transfer. • Reviews of the repairs service and other existing services have been carried out to ensure we continuously improve how we do things. • The tenant newsletter ‘The Grapevine’ has been revamped to ensure it is an interesting, yet informative, magazine to read. 2
Assets Department Steve Tucker, Director of Assets
Property and Maintenance and Investment and Regeneration are included within this department. Over 220 staff are employed here to help us maintain our properties and bring them up to the Welsh Housing Quality Standard. Notable Achievements WHQS programme begins including new kitchens, bathrooms, boilers, heating systems, rewires and roofing for tenants in the Borough. Over 7,600 emergency repairs completed within 24 hours.
11
3
Housing & Community Regeneration Department Claire Maimone, Director of Housing & Community Regeneration
Landlord Services and Specialist Services are included within this department. With housing management, sheltered housing, tenant empowerment and grounds maintenance some of the main focuses of the department. Notable Achievements • Enhanced a successful Estate Ranger service • Assisted 223 clients and saved tenants £381,540.21 in additional income through the work of the Financial Inclusion team. • Received 3019 new housing applications • Have been able to see a large reduction in rent arrears 4
Finance & ICT Department Jeff Loo Director of Finance and ICT
Housing Accounts, Accounts Receivable, Payroll and IT are included within this department. The statutory and regulatory reporting to the Welsh Government, FSA and other stakeholders, along with Housing Accounts is key to this department. It is also responsible for improving technology and controlling our budget spend. Notable Achievements • The IT department has created easier ways to pay rent and have successfully launched a new IT system to allow staff to be more efficient, leading to a better service for tenants. A new finance system was introduced and a clean audit achieved. A new infrastructure and network was implemented along with the new Aareon system. 12
How we have performed: Landlord services and applying for accommodation How do you rate the Homes by Choice brochure? Good
Poor
97%
3%
Did our staff provide good customer care? Yes
Yes
Yes
Yes
99%
93%
94%
99%
At reception
By telephone
At home visit
At allocation
Did you find our services to be easily accessible and at a time that was convenient to you? Yes
Yes
Yes
Yes
99%
99%
99%
99%
At application
At home visit
If had a query
At allocation
0%
Programme of works
13
WHQS work completed
Apr 11 - 31st Mar 12
New Heating Systems Kitchens Bathrooms Electrical Rewires
323 274 264 134
79% rated the TLO service as very good. 92% are very satisfied with the WHQS improvements to their home.
Repairs and Maintenance Repairs helpline Tenants now have more ways for them to report repairs directly, for example, through the internet or by e-mail. We have carried out: Emergency Repairs within 24 hrs Urgent Repairs within 7 days Non-urgent Repairs within 20 days
7631 2399 8088
How good or poor were each of the following? Very good
Very good
Very good
Very good
98.77 %
98.15 %
98.66 %
95.99 %
Quality
Cleanliness
Attitude
Overall
Specialist Services After asking 38 residents from 2 of our sheltered schemes to rate the overall service, social activities and lifeline service: 72% of tenants rated the social activities within the scheme at 9 out of 10 or higher. 76% of tenants rated the overall service 9 or above, the average score was 9.2. 14
Promise Kept NPT Homes has used the major planned repairs work to provide local employment opportunities.
1
2
3
15
NPT Homes has employed 95 new members of staff in its first year. In addition, main contractors Jistcourt, Mears and Mi-space have taken on 74 local people. NPT Homes offered 19 people work experience and placements through local labour market intervention programmes such as the Job Centre, Workways, GO Wales and Springboard to assist the unemployed back to work. NPT Homes has also provided work placements and apprenticeships for two local students to enable them to complete educational based courses.
P
t
ise Ke m p ro
Neath Port Talbot County Borough Council Dewis; Keep Wales Tidy Local Community Groups; South Wales Police; Mid & West Wales Fire and Rescue Service; RNIB; and many more. mise Ke
ro
p
t
P
worked closely with residents and public bodies to help local communities tackle problems and improve the quality of life.
NPT Homes has worked together with;
ise Ke m p ro
t
P
maintained the rent free weeks for those who keep up to date with payments.
continued with all current methods and developed new ways for paying rent.
These currently include: Rent collectors; NPT Homes’ offices; By Direct Debit; By post (i.e. cheques only); Paypoint cards; and Online By phone 16
Our money For the financial year covering 1st of April 2011 to 31st of March 2012. Figures are in millions.
We had money come in from… 29.0m 0.2m 6.2m 0.4m 0.7m 0.6m 0.4m 5.3m
Rent relating to our housing stock Charges relating to service provided at our stock The Welsh Government gave us Grants received for supporting people initiatives Other Income Profits generated from sale of housing stock via Right to Buys Interest earned on investments and deposits We borrowed from our lenders as part of our loan
We spent it on...
Total
42.8m
0.2m 5.5m 10.5m 2.9m 0.9m 0.5m 1.6m
Housing initiatives & services Repairing our houses Staff wages, pension, National Insurance, training etc Admin & service costs such as insurance, IT etc Paid to NPT Council for services Depreciation of our assets Interest on our loans This left us with…
20.7 m
Total
9.7m 0.5m 1.0m 11.2m
Total
7.7m 13.0m 2.3m 4.8m 5.3m 33.1m
We invested cash on longer term programmes being… Improvement programme Motor vehicles Office furniture and IT equipment
Leaving us with the following on the 31st of March 2012 We had cash in the bank of We had assets of houses and stock worth We had people owe us money to the sum of We owed people or suppliers money worth We have liabilities to repay such as loan and lease agreements of
17
This publication can be made available in large print, Braille or audio versions by contacting the Communications Team on 01639 505860. Os hoffech gael ein gwybodaeth yn Gymraeg, mae croeso i chi ofyn. Gallwch wneud hyn trwy ymweld 창 ni neu ffonio 01639 505860. Os byddai'n haws i chi siarad 창 ni yn Gymraeg, gallwn drefnu i siaradwr Cymraeg fod yn bresennol mewn apwyntiad.
CARTREFI HOMES Great Homes, Great Communities Cartrefi Gwych, Cymuedau Gwych
Head Office:
Llys Penrhys Curwen Close Pontrhydyfen Neath Tel: 0300 777 0000 Email: ask@npthomes.co.uk
www.npthomes.co.uk
SA12 9UT