Annual Activities Report 2017-18

Opening Doors – Enhancing Lives

Quality Housing – Healthy Communities Annual Activities Report 2017-18

The Pennaf Housing Group Quality Housing – Healthy Communities With an impressive track record spanning the past 39 years, when Clwyd Alyn Housing Association acquired its first property in the West End of Rhyl, the Group has developed significantly thanks to the determination and commitment of all concerned. Now operating in seven local authority areas across North and Mid Wales, we had 5,729 homes in management as at 31 March 2018, making a significant contribution to addressing the increasing demand for high quality, affordable housing across the region.

The Pennaf Housing Group structure as it stands today has been designed to enable us to be more responsive to the needs of the communities in which we operate; place residents at the centre of our activities; increase local accountability; deliver a wide range of high quality services to our customers; and make the most efficient use of our resources.

Our ‘Core Principles’ underpin all the work of the Group, committing our staff and Board Members to perform within a framework of values, which are summarised under the acronym ‘I CARE’:

With Pennaf as the parent company, our operational Group entities as at 31 March 2018 – Pennaf, Clwyd Alyn Housing Association, Tŷ Glas Housing Society, Tir Tai and PenArian Housing Finance plc – provide complementary services and benefit from the mutual support of each other, whilst at the same time retaining their unique identity and role.

ÃÃAccountable – taking responsibility for all our actions.

The strong inter-relationship that exists between our Group entities is illustrated within the corporate Business Plan, which sets out our strategy for meeting our agreed Primary Purpose: Opening Doors – Enhancing Lives.

This is achieved through a series of long term ‘Corporate Objectives’: ÃÃWe invest in and adapt homes in the community. ÃÃResidents are satisfied with our services. ÃÃWe are financially resilient and deliver value for money. ÃÃWe are governed effectively. ÃÃWe maximise our people’s potential, effectiveness and engagement.

2

ÃÃIntegrity – honesty and trust in all that we do. ÃÃCare – looking after yourself, others and communities. ÃÃRespect – respect yourself and others. ÃÃEquality – accepting differences and treating everyone fairly.

Key to supporting the delivery of all the above is the implementation of our core strategies, together with continuing to improve business performance and efficiency.

A Message from the Chair From ground breaking projects to inspiring stories, 2017-18 has been another busy and successful year, with many memorable moments along the way. We have continued to deliver quality housing and key services efficiently and effectively; placed residents at the heart of our activities; developed strong partnership working arrangements; and helped to create a more secure and sustainable future for our residents and staff.

Access to decent housing and associated support services are fundamental requirements for developing and sustaining thriving local communities. Despite the many challenges we are all facing across the sector, the Group has continued to lead the way in finding innovative solutions to help address the deepening housing crisis faced today.

We were delighted when we became the first housing provider in Wales to secure a capital markets public sector Bond in June of last year. We worked closely with a team of specialist financial consultants to establish a new subsidiary – PenArian Housing Finance plc – which has attracted £250m of investment through a public Bond offer. This tremendous achievement has given us greater clarity on costs over the next 35 years; enabled us to reduce our operating costs and re-pay most of our existing bank debt; access private funding at a very competitive rate; as well as securing jobs and ensuring the long-term delivery of more high quality, affordable housing in the future. We also became the first housing provider in Wales to be listed with both Moody’s and S&P Global credit rating agencies.

At the end of March, we marked the retirement of Graham Worthington, who had served as our Group Chief Executive for over 22 years. Graham was a fantastic advocate for social housing and providing support to vulnerable people and those in housing need. Under his inspired leadership, Pennaf has become the leading housing provider in North Wales. On behalf of the Group Boards, I wish to place on record my thanks to Graham for his contribution and commitment, together with our warmest best wishes for the future.

As one chapter closes, another one opens, and it has also been my privilege to welcome Clare Budden on board as our new Group Chief Executive. With her wealth of experience, passion for delivering high quality services and ensuring that residents are fully involved in shaping the services affecting them, we look forward to working alongside Clare to further build on our strengths and successes in the future.

As Chair, I am very proud of our achievements to date, many of which are highlighted within this Report. Our success is a testament to the continued hard work and dedication of our staff, residents and Board Members, together with the support of our many partners and stakeholder groups – thank you all for your continued support and commitment.

To help celebrate our 39th year of helping to meet the needs of the many thousands of people who have turned to us for help and support, we hope you enjoy reading about some of our recent achievements.

Stephen Porter Chair, Pennaf Housing Group

Mrs Eurwen H Edwards OBE, BEM, Honorary President, Pennaf Housing Group

Paul Robinson Chair, Tŷ Glas Housing Dr Sarah Horrocks Society Chair, Clwyd Alyn Housing Association

Peter Lewis Chair, PenArian Mike Hornsby Chair, Tir Tai

3

Investing and Developing for the Future 2017-18 saw significant progress with our Development Programme, with a total of 135 new homes being delivered at a total cost of £18m across North Wales. This was made possible thanks to a combination of funding streams secured in partnership with the Welsh Government and our local authority partners – including Social Housing Grant, Housing Finance Grant, Vibrant and Viable Places Grant and Strategic Regeneration Area funding – together with private finance raised by Pennaf.

As part of the Welsh Government’s new Homebuy Option to help create more low-cost home ownership opportunities, we delivered 13 two and three bedroom houses at Gronant Street, overlooking the Gerddi Heulwen green space in Rhyl. This was the first initiative of its kind in North Wales, enabling local people to buy their first house by accessing a 50% interest free loan, with no monthly payments due, coupled with raising a 50% mortgage. The Homebuy loan is simply paid back on any future re-sale, together with 50% of any equity that may have built up, making it cheaper to buy than rent.

Here’s a round-up of the schemes we added to our housing portfolio over the past year: ÃÃ Clos Cwm Eirias, Colwyn Bay: 12 x one and two bedroom houses; 7 x two bedroom apartments. ÃÃ Bod Alaw, Colwyn Bay: 7 x one bedroom apartments. ÃÃ Lawson Road, Colwyn Bay – 6 x two and three bedroom houses. ÃÃ Llansadwrn and Llandegfan on Anglesey: 4 x two bedroom houses; and 2 x two bedroom flats and 3 x two bedroom houses respectively. ÃÃ Bwlch Alltran, Holyhead – 3 x two bedroom houses; 4 x one bedroom apartments; and 1 x two bedroom bungalow. ÃÃ Gronant Street / Abbey Street, Rhyl – 9 x three bedroom houses and 11 x two bedroom houses.

Llandegfan

Gronant Street

Clos Cwm Eirias Llansadwrn

4

ÃÃ Llys Gary Speed, Hawarden – 2 x four bedroom houses; 12 x two bedroom terrace houses; 2 x three bedroom semi-detached houses and 1 x three bedroom specially adapted bungalow. ÃÃ Tyddyn Bach, Holyhead – 7 x two bedroom and 13 x three bedroom family houses; and 4 x ‘Rent to Own’ houses. ÃÃ Maes Helyg, Garden City, Sealand – 21 x one and two bedroom apartments.

Work continued on a number of schemes started the previous year. This includes an investment of £30 million in the development of three new Extra Care housing schemes - Llys Raddington in Flint, Hafan Cefni in Llangefni, and Maes y Dderwen in Wrexham - which will provide 196 apartments for older people with a range of care and support needs. Work has also been progressing on the refurbishment of the former Grammar School site in Llanrwst into a Rural Health & Well-being Hub and 4 additional extra care housing apartments adjacent to Hafan Gwydir.

We also commenced work on the development of 46 new homes, equating to an estimated total scheme cost of £6.4m, at South Stack Road, Holyhead; Westbourne Avenue, Marine Lake, Rhyl, and Newborough on Anglesey.

Maes y Dderwen, Wrexham

The public investment Bond we secured will enable us to continue to transform communities and the living conditions of people across the region. We are on track to develop an additional 1,365 high quality, sustainable homes by 2022, and our contractors work closely with local communities - raising money for charity, providing work experience and graduate placements, working with local schools to raise awareness of career opportunities within the construction industry, and supporting residents with a whole host of community events.

Hafan Cefni, Llangefni

Llys Raddington, Flint

Maes Helyg

5

Offa Property Management Services Offa Property Management is part of Pennaf and is fully licenced under the Rent Smart Wales Scheme. From a new investor and single property owner, to established professional landlords with a larger portfolio, we continue to offer all aspects of lettings and property management services.

We currently manage 255 properties throughout North Wales on behalf of 43 landlords and intend to expand the business further over the coming year. Offa provides a comprehensive package of lettings and property management services including rent collection, maintenance and general housing related support. In addition, we manage a substantial portfolio of commercial buildings, including office premises for the Health Board and local authorities, a GP’s Surgery and various community facilities.

Rheoli Eiddo

Property Management

A further 5 three-bedroom properties were purchased at Ffordd Aberkinsey in Rhyl, for local first-time buyers as part of the ‘Rent to Own’ initiative. Offa has become involved in the management of this new Welsh Government initiative. The scheme is aimed at supporting first time buyers to rent a new property, with a large proportion of the rent they pay going towards a deposit for the property to eventually become their own. Five more properties have also been purchased at Tyddyn Bach as part of this same initiative.

The Offa Team were delighted to increase their property portfolio over the past year with the purchase of 20 new two and three-bedroom houses at Tyddyn Bach, Holyhead, to provide intermediate rental opportunities for local people. These affordable homes are in a great location within a new private development and are perfect for working families or couples local to the area.

Offa continues to work in partnership with Denbighshire County Council and Wrexham County Borough Council to provide contracts for the management of interim management orders of Houses in Multiple Occupation under the Housing Act 2004.

6

Resident Engagement Making a Difference Our Resident Volunteers The commitment and dedication of our resident volunteers is invaluable. Thanks to their support and active engagement, we have been able to modify and re-shape many of our services and deliver an improved service to our wider resident population.

During the past year: ÃÃ Our resident led Service Improvement Committee amassed a total of £4,181.25 in volunteer hours helping to improve our services.

Working with Our Residents to Improve Services Continuing with our commitment to involve our residents in the decision-making process, a whole host of service improvements have been made, enabling us to strengthen our policies and services for the future.

Their involvement has been invaluable on key issues such as: ÃÃ Agreeing a new Rent Arrears Policy

ÃÃ Our Quality Partner Scrutiny Group contributed a total of £4,252.75 of their time to inspect our landlord services.

ÃÃ Fire safety up-dates following the Grenfell Tower tragedy

ÃÃ Our Leaseholders’ Panel continued to flourish, agreeing a whole host of new policies and procedures.

ÃÃ The Telecare and Community Alarm Project

ÃÃ Resident volunteers have become Customer Service Ambassadors, helping staff to ensure that we deliver the best possible customer service.

ÃÃ Use of Mobility Scooters Policy ÃÃ Audit of the Planned Maintenance Service ÃÃ A programme for the replacement of electrical heating systems ÃÃ Audit of the process for dealing with empty homes

ÃÃ One of our residents explains that “we’ve been looking at a selection of resolved complaints to see if the approach and methodology adopted could have been better and if any improvements can be made for the future”.

ÃÃ Our Volunteer Recruitment Plan

ÃÃ A new resident Board Member, Peter Smith-Hughes, joined the Clwyd Alyn Board in December and Peter has described the experience as being “the best thing I have ever done. I find the role interesting, challenging and very rewarding”.

ÃÃ Making follow-up calls to residents to gain feedback on our repairs service.

ÃÃ Setting up Leaseholder Surgeries ÃÃ Getting involved in interview panels to appoint new staff

7

Engaging with our Communities During 2017-18, we continued to build on our commitment to community engagement activities across our area of operation. Working closely with our residents and local communities, we successfully:

ÃÃ Developed, supported and/or implemented over 111 community events and activities. ÃÃ Secured an additional £59,000 in external grants to help develop and support community-based projects that benefitted residents across North Wales.

ÃÃ Demonstrated that in terms of social value, our community development activities have contributed an additional £1,103,905 in overall social impact to the communities we support.

Here are just a few of the community events held over the past year:

ÃÃ Young residents living in the Lon yr Orsaf area of

ÃÃ Art, exercise and quiz-time fun were all part of a

Mold gave their estate a spring clean for Easter by taking part in a litter pick. Thanks to Keep Wales Tidy for their support and to the Tesco store in Mold for sponsoring the event.

ÃÃ Residents from Y Gorlan in Rhyl busied themselves planting up new raised flower beds in their communal garden. The younger residents potted their own sunflowers to take home and nurture – sparking off a fun sunflower growing contest.

ÃÃ Llys Ednyfed Residents’ Association in Mochdre

week-long festival of learning at Tan y Fron extra care housing scheme in Llandudno. Residents took part in Tai Chi, an Alzheimer’s Awareness event and other activities thanks to a £500 Festival of Learning Grant.

ÃÃ Residents from Ochr y Bryn in Halkyn enjoyed an afternoon tea and picked up lots of helpful tips from OWL Cymru, the on-line crime prevention service, and NEWCIS, the carers’ information service.

ÃÃ The ‘Museum in a Box’ Team visited our Plas

secured a £1,108 ‘Awards for All’ grant from the BIG Lottery Fund. They created a wildlife garden, planted flowers to attract pollinators and purchased bird tables for their community garden.

Telford Extra Care housing scheme in Wrexham.

They brought a box full of memorabilia with them, including old photos of local scenes, old newspapers and retro domestic appliances, and residents enjoyed sharing their own memories and recounting funny stories.

Ochr y Bryn

Llys Ednyfed

Lon yr Orsaf

Y Gorlan 8

Tan y Fron

ÃÃ A ‘bug hunt’ and construction of bug hotels were amongst the environmental activities enjoyed by young residents in Halkyn Road, Flint. The event was supported by Flintshire County Council, North Wales Police and a number of other partner agencies.

ÃÃ Staff and residents from the Quay Project in Greenfield organised a community planting day to tidy the garden and plant up some flower tubs. The Quay Team also regularly helped out with the raised beds at Garden City, Sealand, where they grow their own vegetables and help keep the area tidy.

ÃÃ A community event held at Llys Santes Anne in

ÃÃ Residents at our Bro Trehinion sheltered housing scheme in Amlwch enjoyed brightening up the area by planting hanging baskets and flower tubs.

ÃÃ Support Workers in Flintshire attended a training day organised by the Wales Illegal Money Lending Unit to learn more about helping to combat illegal money lending in the area.

ÃÃ Louise Blackwell, Community Development Officer, joined forces with the North Wales Fire & Rescue Service to arrange Information Days where residents could access tips on fire prevention and staying safe in their homes.

Wrexham, supported by Wrexham County Borough Council, North Wales Police and the North Wales Fire & Rescue Service, encouraged residents to join in with the fun and games, as well as pick up lots of handy hints on recycling and community safety.

Llys Santes Anne

Halkyn Road

Illegal Money Lending Training Quay Project

Plas Telford

9

Making a Difference through Supported Living We have continued to benefit from the funding we receive from our local authority partners via the Welsh Government’s Supporting People funding stream. Through our portfolio of Supported Living schemes, our experienced and qualified staff have continued to make a real difference to our service users, which include homeless persons, those fleeing physical and mental abuse, mothers and toddlers, people with learning disabilities or mental illness, rough sleepers etc. By providing safe accommodation, support services and delivering activities that help develop basic life skills, the individuals concerned are better equipped with the life skills and confidence they need to achieve independence and their future goals and aspirations.

Some of our key achievements over the past year include: ÃÃ Qualified staff have been delivering ‘Rent Ready’ training to residents to help explain the obligations associated with renting a home. ÃÃ Continuing to focus on homelessness prevention and supporting the street homeless community by operating Night Shelters in Rhyl and Wrexham. Our teams provide a safe shelter for the night, food and support to help address the dramatic increase in rough sleeping. ÃÃ Residents from Hafan in Wrexham engaged with the Communities for Work agency. By taking up short courses, traineeships and apprenticeships, some residents were successful in securing full-time jobs.

ÃÃ Residents have been involved in a whole host of activities such as volunteering with local gardening projects, fitness sessions, ‘cook and eat’ events, creative writing and artwork sessions, together with helping out at a ‘pop-up’ charity shop in Holywell, which have all helped to develop team building skills and boost their confidence levels. ÃÃ We took over direct management responsibility for services at Norfolk House, a service helping homeless people address and overcome issues associated with drug and alcohol misuse. ÃÃ Our annual ‘ResFest’ event held at Glyndwr University in Wrexham last August proved a resounding success yet again. ‘ResFest’ is organised by and for the residents of our Supported Living schemes across North Wales, supporting young people who have previously experienced homelessness to get together to showcase their talents and achievements.

Residents had an opportunity to display some of the fantastic artwork they had created whilst participating in art workshops held across all our schemes. Everyone involved showed great commitment, hard work and plenty of artistic talent, helping residents to gain confidence in new ways of expressing themselves and celebrate their achievements. Special thanks to all the event sponsors, supporters, residents and staff who organised many fund-raising events to assist with the costs of hosting the event.

10

Our ODEL Involve Service During 2017-18, our ODEL Involve service, which is externally funded by Flintshire County Council, has continued to help people in Flintshire who are in receipt of, or who have received, Supporting People services, including residents from our own Supported Living schemes. ODEL Involve offers advice, training opportunities and support, and signposts people to other agencies that can help to meet their individual needs.

Achievements over the past year include: ÃÃ The furniture and canvas up-cycling workshops enhanced service users’ health, well-being and social networks, helping to give them a heightened sense of purpose and motivation. Working on something creative and seeing the finished product helped boost their sense of pride and self-esteem, equipping them with new and transferable skills for the future.

ÃÃ ‘Job Ready Workshops’, hosted in collaboration with senior managers from Anwyl Construction and Calbee International, provided service users with practical tips on job seeking, interview techniques, helping with CV’s and addressing specific barriers to work. ÃÃ Working in partnership with Communities First and Groundwork North Wales, we successfully delivered free accredited training courses to service users covering Food Safety (Level 2) and Emergency First Aid at Work. ÃÃ Working closely with the local community, service users are encouraged to access local groups and services, giving them an opportunity to socialise and make new friends. ÃÃ Four volunteers were referred from ODEL Involve and our local Supported Living schemes to work at our Old Courthouse Café in Flint, giving them the opportunity to learn new skills and experience, become more ‘job ready’ and improve their employability. It’s fantastic that at least two of these individuals have gone on to secure more permanent positions locally.

Here’s a taster of the positive feedback received from service users: ÃÃ “It helped with my depression.” ÃÃ “I learned how to take an old piece of furniture and turn it into something new!” ÃÃ “It was great to get out and communicate with people. I have made a new friend.” ÃÃ “I feel like I have confidence in what I can achieve now.”

11

Our Care Homes We operate four care homes, which are all regulated by the Care Inspectorate for Wales (CIW):

Over the past year, all our care homes received positive compliance inspection reports from the CIW, with feedback about the standard of care provided and the way we manage our services highlighting:

ÃÃ Llys Marchan in Ruthin: registered to provide care for up to 10 people with a functional mental illness. ÃÃ Plas Bod Llwyd in Newbridge, near Wrexham: registered to provide personal care for a maximum of 29 people over the age of 65. ÃÃ Chirk Court in Chirk: registered to provide personal care for a maximum of 66 people over the age of 60, 56 of which are people living with dementia. ÃÃ Merton Place in Colwyn Bay: registered to provide nursing care for up to 54 people.

ÃÃ People experience warmth and a sense of belonging. ÃÃ People are cared for in a respectful and friendly way. ÃÃ Staff recruitment systems are robust. Staff receive regular training, which enables them to support people appropriately. ÃÃ People have the opportunity to take part in activities. ÃÃ People are happy living at the home.

We believe that our residents should be supported to live as full and independent a lifestyle as they are able, within a safe and secure environment. We take great pride in the way staff provide person-centred care in a way that values the individuals and what they have to offer. Our fully trained staff support our residents in a caring, relaxed and homely environment, with passion, empathy and plenty of humour along the way. Our residents have the opportunity to get involved in a whole host of interests and activities, a few of which are captured below:

Merton Place

Chirk Court

Llys Marchan

Plas Bod Llwyd 12

Awards Success A number of our residents and staff were shortlisted and or won awards over the past year, recognising the contribution made to their local communities and serving to instil a sense of pride and inspire others.

Rebecca Barnes

Congratulations to the following: ÃÃ Rebecca Barnes, Senior Care Practitioner at our Merton Place Care Home in Colwyn Bay, secured the prestigious ‘Care Practitioner of the Year - Silver Award’, in recognition of her dedication and personal commitment to residents, as part of the Care Forum Wales Awards.

ÃÃ Our Erw Groes Family Centre in Holywell scooped the ‘Service Innovation Award’ as part of the Cymorth Cymru ‘Promoting Independence Awards’. This national award recognised the innovative services delivered by the Team.

Thanks to the BIG Lottery Fund, they have been able to help support families who have experienced or been at risk of becoming homeless, to gain immediate access to a wide range of health and well-being support.

ÃÃ Our ODEL Involve service based at the Old Court House Café and Heritable Hub in Flint, was commended as part of the Tenant Participation Advisory Service (Cymru) Participation Awards 2017, recognising their achievements in empowering residents to have a say in the services that affect them. Their contribution was also highly commended in the ‘Involvement & Engagement’ category of the Cymorth Cymru ‘Promoting Independence Awards’.

ÃÃ The Team at Greenbank Villas in Flint scooped a Certificate of Merit in recognition of their contribution to the ‘Friends of Swinchiard Brook’ initiative. They were also announced the winners of the ‘Best Community Wildlife Garden’ Award as part of the Flintshire ‘Best Kept Communities Awards’.

Erw Groes Family Centre

Swinchiard Brook Award

TPAS (Cymru) Commendation

13

Meeting Customer Expectations & Satisfaction Our Maintenance staff team have had another busy and productive year providing reactive and planned maintenance services to our residents.

Over the past year, we have maintained our commitment to improving service delivery, increasing productivity and customer satisfaction, and realising efficiencies as average costs continue to reduce year on year.

Our achievements have included: ÃÃ Savings in excess of £93,000 achieved following a comprehensive review of the procurement of contracts and materials. ÃÃ 131 kitchens and 339 bathrooms replaced. ÃÃ 159 ‘A’ rated energy efficient boilers installed. ÃÃ 25 properties benefitted from planned window improvements and 180 from planned door improvements.

To improve the customer experience, we have introduced an appointment system for undertaking repairs. As a result, we have been able to improve communication and give residents more flexibility, together with creating greater efficiencies and increased productivity.

Our new approach to stocking replacement parts on our maintenance vans before they respond to call-outs has resulted in an increase in the number of jobs completed each day, reduced our levels of non-productive time as first-time fix rates have increased by 10%, and we have also been able to reduce the average cost of jobs.

ÃÃ 21,561 works orders completed. ÃÃ 5,971 asset management inspections undertaken, including stock condition surveys. ÃÃ 100% of homes complied with Welsh Housing Quality Standards (WHQS) at 31 March 2018, including acceptable fails. ÃÃ Overall satisfaction with the maintenance service remained consistently high at 95% for the standard of repairs and conduct of contractors.

14

Residents at Ffordd Melin Dulan in Llanddulas were delighted to learn that Travis Perkins had donated £1,080 from their Legacy Fund to enable Ground Control to clear an overgrown woodland area close to the scheme. The area had become a fly-tipping hotspot and thanks to the clean-up team, local residents have been helped to develop a safe play area for children. 1.5% of our annual expenditure on maintenance materials, which equates to £20,000, is donated to this Legacy Fund, which is then used by our Community Development Team to make a difference within our local communities.

Boards of Management as at 31 March 2018

Pennaf Housing Group Mrs Eurwen H Edwards, OBE, BEM Honorary President

Ultimate responsibility for the management of the Pennaf Housing Group and its members rests with the respective Board of Management, which are made up of Members elected annually. Members of the Board have a wealth of skills and experience gained over many years. All Members are subject to an annual appraisal and the Board regularly reviews its training needs to ensure effectiveness.

Pennaf Limited

Clwyd Alyn Housing Association Limited

Mr Stephen Porter - Chair Mr Peter Lewis - Vice-Chair Mrs Sara Mogel Dr Sarah Horrocks Mr Paul Robinson Mr Mike Hornsby

Dr Sarah Horrocks - Chair Mrs Eirwen Godden - Vice-Chair Mr Peter LaTrobe Mr Paul Robinson Mrs Sandy Mewies Mr Aaron Osborne-Taylor Mrs Sara Mogel Mr Peter Smith-Hughes Mrs Eileen Stevens

Tir Tai Limited Mr Mike Hornsby - Chair Mr Paul Robinson Mr Peter Lewis Mr Stephen Porter Dr Sarah Horrocks

Tŷ Glas Housing Society Limited

Cyllid Tai PenArian plc

PenArian Housing Finance plc

PenArian Housing Finance plc

Mr Paul Robinson - Chair Mr Frazer Jones - Vice-Chair Mrs Sara Mogel Mrs Eileen Stevens Mr Owen Watkins Mrs Ruth Collinge Mr Peter Smith-Hughes Mr Peter LaTrobe Dr Sarah Horrocks

Mr Peter Lewis - Chair Mr Stephen Porter – Vice-Chair

01745 538300

St Asaph Office Registered Office for Pennaf, Clwyd Alyn, Tŷ Glas, Offa, Tir Tai and PenArian 72 Ffordd William Morgan St Asaph Business Park St Asaph Denbighshire LL17 0JD

The Group has a comprehensive Risk Management process in place covering Strategic, Governance, Finance, Compliance and Operational Risks. The Register is maintained and reviewed quarterly by the Assurance Committee, with strategic risks being reported quarterly to the Board of Management.

www.pennafgroup.co.uk Like us: facebook.com/PennafHGroup Follow us: @PennafHGroup youtube.com/user/PennafHGroup pennafhousinggroup Clwyd Alyn and Tŷ Glas are part of the Pennaf Housing Group and are charitable Registered Societies

15

Pennaf Housing Group ANNUAL ACCOUNTS 2017–18 These are based on the Pennaf Housing Group Accounts as audited by the Auditors.

SUMMARY OF INCOME £ BALANCE SHEET

Assets Rents 23,291,281 Housing Stock Service Income 13,108,718 Other Fixed Assets Interest Receivable 74,546 Fixed Asset Investments Other Income 3,014,729 Stock Total 39,489,274 Debtors

Cash and Investments

Current Liabilities Total

31 March 2018 £ 368,144,220 3,284,379 3,230,989 166,666 4,666,750 33,925,436 (12,264,308) 401,154,132

31 March 2017 £ 349,800,934 3,374,143 2,593,189 125,322 3,157,143 31,082,912 (15,832,608) 374,301,035

SUMMARY OF £ BALANCE SHEET 31 March 2018 31 March 2017 EXPENDITURE Financed by: £

£ Interest Payable 7,000,751 Loans and Grants 397,826,079 358,832,074 Management 3,943,899 General Reserves 3,293,729 15,444,471 Service Charges 13,931,115 Restricted Reserves 34,324 24,490 Maintenance 6,276,982 Total 401,154,132 374,301,035 Other 4,454,694 Loan Breakage Costs* 15,903,536 Total 51,510,977 *The £15.9m loan breakage fee represents the cost to the Group of repaying all its original bank loans and replacing these with a new Bond facility. This will give the Group a greater degree of flexibility and financial strength in the future.

Please note that these are the Group figures incorporating the combined Income & Expenditure Accounts and Balance Sheets for Pennaf, Clwyd Alyn, Tŷ Glas, Offa, Tir Tai and PenArian.

To obtain a detailed understanding of each Group member’s financial position, the full Financial Statements should be studied. Copies of the Financial Statements are available on request from the Company Secretary.

16

Our People Make a Difference A Great Place to Work

Gender Pay Report

The Group continues to grow and as at 31 March 2018, employed over 740 staff on a full-time, part-time, temporary and relief basis in a wide variety of roles across North and Mid Wales. Continuing to provide the very best service to our customers across a wide variety of disciplines remains one of our main priorities. Credit goes to all our committed and highly skilled staff working at every level throughout the organisation for their contribution in making Pennaf a great place to work.

All organisations employing over 250 employees are required to publish their Gender Pay Gap figures from 5 April 2017 and post the information on the Government website. The Gender Pay Gap looks at the difference in the average pay of men and women within an organisation. This is not the same as Equal Play, which is where men and women are paid the same pay for the same work. A comprehensive Gender Pay Report, containing information for Clwyd Alyn and the Pennaf Housing Group as a whole, is available on our website: www.pennaf.co.uk.

We recognise the importance of continuing to attract, invest in and retain the very best staff and during the past year, we have embarked on a significant recruitment campaign for our new Extra Care Housing schemes in Llangefni, Flint and Wrexham.

Learning and Development As part of our comprehensive People Strategy, the Group has increased its commitment and investment in staff learning and development. With the introduction of a bespoke learning management system over the coming year, we are also looking to extend these opportunities to our residents.

This is a priority that we are committed to addressing through our People Strategy.

Modern Slavery Statement In accordance with the Modern Slavery Act 2015, the Group has a Modern Slavery Statement which explains the approach it is taking to prevent modern slavery and human trafficking from occurring within its services, workforce and supply chains. A copy of our Statement is available on our Group website: www.pennaf.co.uk.

We have continued with our ‘Grow Your Own’ Training and Employment Strategy, with a commitment to support 108 placements in the future, which will include apprenticeships, internships, traineeships, school placements and unpaid work experience.

Pennaf Rewards We were delighted to launch an exclusive Pennaf Rewards programme, which gives staff access to a whole host of savings and benefits that come from being employed by the Group. With a range of lifestyle savings available on-line or in the high street, staff can benefit from 1,000’s of offers on groceries, holidays, eating out, DIY, electrics, insurance, motoring and much more.

17

Perfformiad Ffeithiau a Ffigurau

Performance Facts & Figures

Dyma grynodeb o berfformiad y Grŵp yn ystod 2017-18:

Here is a summary of the Group’s performance during 2017-18:

Unedau o Stoc Units of Housing Stock

Cyfartaledd Rhenti Wythnosol ar gyfer Tai Anghenion Cyffredinol a Chysgodol Average Weekly Rents for General Needs and Sheltered Housing

Tai Anghenion Cyffredinol a Chysgodol General Needs and Sheltered Housing Rhenti Cyfryngol Intermediate Rents Rhan Berchnogaeth Shared Ownership DIYSO DIYSO DIYHO DIYHO Cymorth Prynu Home Buy Cynllun Prydlesu i’r Henoed Leasehold Scheme for the Elderly Cytundebau Rheoli Management Agreements Gofal Ychwanegol Extra Care Gofal a Chefnogaeth Care & Support

3,870 105 357 90

£127.78

Tŷ 3 ystafell wely 3 bed house

£103.47

Tŷ 2 ystafell wely 2 bed house

£94.48

Tŷ 1 ystafell wely 1 bed house

£84.90

Fflat 3 ystafell wely 3 bed flat

£98.48

Fflat 2 ystafell wely 2 bed flat

£89.27

Fflat 1 ystafell wely 1 bed flat

£80.58

57 118 80 32 249 771

85%

78%

of our residents are getting the service they expect from us, an increase of 2% since 2016

of our residents feel that we listen to their views and act on them, an increase of 12% since 2016

o’n preswylwyr yn cael y gwasanaeth y maent yn ei ddisgwyl gennym, cynnydd o 2% ers 2016

o’n preswylwyr yn teimlo ein bod yn gwrando ar eu barn ac yn gweithredu arni cynnydd o 12% ers 2016

84% 88% o’n preswylwyr yn teimlo ein bod yn eu trin yn deg sydd wedi aros yr un fath ers 2016

o breswylwyr yn fodlon bod eu rhent yn rhoi gwerth am arian, cynnydd o 3% ers 2016

of our residents feel we treat them fairly which has remained the same since 2016

of residents are satisfied that their rent provides value for money, an increase of 3% since 2016

90%

91%

80%

o breswylwyr yn fodlon ar y gwasanaeth a ddarperir gan Clwyd Alyn, cynnydd o 4.5% ers 2016

o breswylwyr yn fodlon ar yr Ardal y maent yn byw ynddi, cynnydd o 6% ers 2016

of residents are satisfied with the service provided by Clwyd Alyn an increase of since 2016

of residents are satisfied with the Neighbourhood they live in, an increase of since 2016

o breswylwyr yn fodlon ar y gwasanaeth Ymddygiad Gwrthgymdeithasol a ddarperir gan Clwyd Alyn, cynnydd o 6% ers 2016

4.5%

18

Tŷ 4+ ystafell wely 4 bed+ house

6%

of residents are satisfied with the Anti-Social Behaviour service provided, an increase of since 2016

6%

yn fodlon ar y ffordd yr ydym yn ymdrin â chwynion Satisfaction with the way we deal with complaints

78%

990

Cynorthwyodd ein Swyddogion Hawliau Lles a Chyngor Ariannol o breswylwyr a sicrhau mewn budd-daliadau ychwanegol i’r preswylwyr

£508,000

990

During 2017/18 our Welfare Rights and Money Advice Officers assisted residents and secured a further in additional benefits for the residents

£508,000

Rhoddodd gwirfoddolwyr o blith y preswylwyr gyfanswm o 3081 awr sy’n dangos yr ymrwymiad y mae ein gwirfoddolwyr yn ei roi

Fe wnaeth y preswylwyr sy’n gwirfoddoli 600 o alwadau ffôn i breswylwyr eraill i asesu eu bodlonrwydd ar y gwasanaeth y gwnaethant ei dderbyn

Resident volunteers have given a total of 3081 hours which demonstrates the commitment our volunteers make

Resident volunteers made 600 outbound calls to other residents to assess satisfaction with a service they received yn ystod 2017/18 135 eiddo o bobl gyda chyfanswm y 318 We have built 135 properties during 2017/18 which has provided homes for 318 people with a total investment of £18 million

445

Rydym wedi adeiladu sydd wedi rhoi cartref i buddsoddiad yn £18 miliwn

o breswylwyr wedi sicrhau cartrefi hefo ni a’r cyfartaledd amser i ail-osod eiddo anghenion cyffredinol oedd diwrnod, i lawr o 9.6 diwrnod yn 2016/17

6.7

1365

Rydym yn adeiladu o dai o safon uchel, cynaliadwy ac ychydig o waith cynnal a chadw erbyn 2022

Residents have secured a home with us and the average time to relet general needs properties was days, down from 9.6 days in 2016/17

1365

We are building a further high quality, sustainable and low maintenance homes by 2022

6.7

100% 182 19,964

o’n preswylwyr yn hapus ar eu Cartrefi Newydd of our residents are happy with their newly Built Homes

88%

o breswylwyr yn cyfrannu at helpu Clwyd Alyn i siapio’r gwasanaethau a ddarperir i chi residents are involved with helping Clwyd Alyn shape the services delivered to you

gwaith trwsio wedi ei gwblhau gan Clwyd Alyn gan gymryd cyfartaledd o 16 diwrnod i bob darn o waith repairs were completed by Clwyd Alyn taking an average of 16 days per repair

Cyfartaledd cost gwaith trwsio ac mae gweithwyr Clwyd Alyn yn cwblhau cyfartaledd o 4.42 swydd y dydd

of our residents are satisfied with the way we deal with repairs and maintenance, representing a 5% improvement since 2016

£114

The average cost of a repair was and Clwyd Alyn operatives complete an average of 4.42 jobs per day

£114

o breswylwyr yn fodlon ar y ffordd yr ydym yn ymdrin â gwaith trwsio a chynnal a chadw, gwelliant o 5% ers 2016

£

95% o breswylwyr yn fodlon ar ansawdd cyffredinol y gwaith trwsio of residents are satisfied with the overall quality of the repair

£1 sy’n cael ei gwario ar ddatblygu eiddo mae 80c yn cael ei ail-fuddsoddi yn Economi Cymru For every £1 spent in developing properties 80p is reinvested in the Welsh Economy Am bob

19