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Annual Report 2008/09

Annual Report 2008-2009

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Annual Report 2008-2009


Welcome Welcome to Stockport Homes’ annual report for 2008/09. Stockport Homes has now embedded its approach to delivering excellent housing services and maximising the development and potential of its staff. 2008/09 has seen the continuation of the improvement in performance that has been a feature of Stockport Homes ever since it went live. It has continued to grow and develop, as the world around it has, by moving into new fields and focusing on new priorities, especially around financial inclusion and worklessness, as the difficult economic situation continues. Providing excellent services to the most vulnerable people in the community puts Stockport Homes in a unique position to try and help them in managing their finances and finding sustainable work. Stockport Homes not only tries to deliver excellent services and cutting edge best practice in its

own Borough, but is part of a national movement, through the National Federation of ALMOs (Arms Length Management Organisation), to try and ensure that this is done across the country. Stockport Homes both contributes to and learns from the practices of others.

Helen McHale Chief Executive, Stockport Homes

Stockport Homes built on the ‘A’ in Supporting People for its one Temporary Accommodation Scheme (TAS), achieving it across all its hostels and extending it to resettlement generally. Stockport Homes has now actually started building its own houses and applied for grants to do more. It is hoped that this good work will enable the Management Agreement to be extended so Stockport Homes can see the final tangible implications of the outcome of the Housing Subsidy Review and identify the best way to maximise investment and services for the tenants of Stockport.

Annual Report 2008-2009

Roger Phillips Chair of Stockport Homes’ Board

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What has been going on >

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Annual Report 2008-2009


April 2008

May 2008 Working in partnership with Manchester University

The Gateway Protection Programme The Resettlement Service secured a contract to deliver the Gateway Protection Programme. The Gateway Protection Programme is a Refugee Resettlement Programme which is funded by the UK Border Agency (previously the Home Office) and cases are referred to the programme by the United Nations’ High Commissioner for Refugees. Generally this involves households who are currently living in Refugee camps and have protection needs (for example, have been the victims of torture, domestic violence, sexual violence). Households accepted for the programme are granted Refugee status by the country that has agreed to accept them. In Stockport, two properties which were previously used to accommodate Asylum Seekers under the induction programme have been re-designated for use under Gateway. Two Somalian families, who have been living in Kenya, arrived on 1 April 2008.

Stockport Homes worked in partnership with Stockport Homes’ former Governance Manager who now works at Manchester University, to work with the University’s School of Planning and Landscape to offer work based research projects to 12 students. The work based projects provide students with the opportunity to work within an environment which requires them to prepare a piece of professional work, with the students having to apply their knowledge and understanding of what they have learned at the university in a ‘live’ situation.

They will be provided with accommodation and support for up to 12 months by the Asylum Team and will be assisted to secure more permanent accommodation towards the end of the year. Annual Report 2008-2009

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Stockport Homes’ staff do their bit for charity Members of Stockport Homes’ staff took part in the Great Manchester Run on 18 May 2008. They each ran ten kilometres. Some members ran to raise money for Nightstop who provide overnight accommodation for young homeless people and the Furniture Station who provide furniture to help people set up home. They raised almost £800 from staff, family and friends sponsoring them.

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Annual Report 2008-2009


June 2008 It’s three A’s for Temporary Accommodation! Stockport Homes is the main provider of temporary supported accommodation for homeless families, men, women and children within the Borough of Stockport.

homeless people are the first to achieve these awards within Stockport, and some of the relatively few within the whole of the north west region.

Following gruelling week long inspections by the regulator known as “Supporting People” all the schemes achieved the much sought after grade A award – the highest possible rating. The inspections involved checking many different aspects of the service from getting residents’ views on how they are treated, consulted with and involved, to policies and procedures, support plans, and the living environment. These schemes for

Simon Welch, Homeless Services Manager at Stockport Homes said,

Annual Report 2008-2009

“These results have only been possible because of the great efforts and commitment of the residents and staff teams, and from the strong partnerships with colleagues within the Council and other agencies. We can all be proud of and share in the success which helps demonstrate Stockport’s commitment to vulnerable people”.

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July 2008

Stockport Homes retains Chartermark accreditation In May 2007, Stockport Homes first gained the Chartermark award. The award was then re-assessed in June 2008. Following the re-assessment, when the assessor looked at a large number of documents and spoke to customers and partners, we have retained both the Chartermark award and the 100% scores from last year. This shows that Stockport Homes have not only kept up the standards the assessor saw last time, but have also shown continuous improvement in all areas. The award has now been re-branded by the Government as the ‘Customer Excellence’ award, so work is now underway to ensure Stockport Homes will meet the new criteria in time for an assessment in October 2009.

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Annual Report 2008-2009

Green fingered customers out in force! The judging of the 2008 Gardening Competition took place in June 2008. There were almost 40 gardens entered. Over 100 entries were received for the children’s picture competition. The results were announced and prizes awarded at the Customer Conference on Saturday 19 July 2008. Winners were awarded with vouchers - £50 for first place, £30 for second place and £20 for third place.


July 2008 Customer Conference The third annual Customer Conference was held on Saturday 19 July 2008. The conference was the finale in a series of ‘green’ themed events including a visit to an Eco House and Debdale Eco Centre and the Gardening Competition. Typically the weather was a little unpredictable but that

didn’t stop 90 customers from attending. The 2008 conference was about how customers can make their homes and the areas they live in, cleaner and greener. A DVD was shown which showed all the different ways customers can have a say on services and the benefits of doing so.

Annual Report 2008-2009

There was an action packed lunch break which included judging the Children’s Picture Competition, a demonstration of the Carecall lifting machine (known as the ELK) and a magician.

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I Casework customer feedback management system Stockport Homes has implemented a customer feedback management system (I Casework) which went live on 1 July 2008. It has various benefits including enhanced clarity when dealing with complaints and the ability to run a wide range of reports.

Radnor House grand opening of refurbished communal gardens On 12 July 2008 the tenants of Radnor House in Edgeley, residents of the York Street estate, local Councillors and guests celebrated the grand opening of their new communal gardens at Radnor House. The project is one of a number of sustainability projects being delivered as part of our Decent Homes Capital Investment Programme. The project was designed, on behalf of Stockport Homes by the Council’s Landscape 10

and Development Team after consultation with customers. The Area Housing Team, Adele Keating (Estate Team Leader) and Syeda Ali (Senior Housing Officer) helped to co-ordinate the project. Denise Butterworth (Resident Caretaker) along with the residents of Radnor House organised a number of stalls, food, a DJ, clown and gift donations for the raffle as part of the opening event. Since the grand opening the residents are regularly seen enjoying their new garden.

Annual Report 2008-2009

It captures various forms of feedback including complaints, comments, compliments and MP / Councillor enquiries. The aim of the system is to capture as much feedback as possible from across the organisation, ensure it is responded to within timescales and to drive forward service improvements.


August 2008

Staff summer BBQ Stockport Homes’ staff summer social event took place on Sunday 3 August 2008. Over 100 people enjoyed the warm weather, the magician and balloon artist. The bouncy castle was in huge demand and the children looked great in their fancy dress costumes and the giant games were a big hit too.

Annual Report 2008-2009

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September 2008 Housing Minister visits Stockport

Supporting Manchester Pride Festival The 2008 Manchester Pride festival took place over the August bank holiday weekend. This was the third year that Stockport Homes had a stand in the Lifestyle Exhibition section of the festival.

Rt Hon Caroline Flint MP met with Helen McHale and the following senior officers of Stockport Council: Councillor Dave Goddard (Leader of Stockport Council), Ged Lucas (Corporate Director, Adults and Communities) Carol Morrison (Service Director, Adults and Communities), to discuss social housing and the Government’s priorities. The meeting took place on 24 September 2008

Carecall also had a stand right next door to the Stockport Homes stand. Stockport Homes were promoting current job vacancies and Stockport Homes as an employer of choice. Staff also offered assistance to people who were interested in applying for housing in Stockport. Carecall were promoting their tele-monitoring services with the aid of new literature. 12

Annual Report 2008-2009

after the Housing Minister visited the new Equity Housing shared ownership properties (formerly the Top Shops area) and First House in Brinnington. Helen McHale, said “It was great to have the Housing Minister in Stockport to see and hear about all the good things going on. I hope this can be a platform to continue to improve availability, condition and management of housing in the Borough.”


September 2008

Safer Stockport Partnership triumph over Crackhouse Stockport Homes’ customers and staff provided Greater Manchester Police (GMP) with information of suspected drug activity. This led to Class A drugs and stolen property being recovered from a property on Norcross Road, Offerton. The information provided meant that GMP was able to execute a drugs warrant at the address. Over a period of time residents had been subjected to serious nuisance and disorder associated with drug activity which included large numbers of visitors coming and going from the property at various times of the day and night, shouting, screaming and sometimes fighting whilst they were at the property. The Neighbourhood Housing Annual Report 2008-2009

Officer and Anti-Social Behaviour Officer contacted residents about the problems they were experiencing. As a result Stockport Homes was able to provide GMP with enough evidence for a Closure of Premises Notice to be served under the Anti-Social Behaviour Act 2003. A Closure Order hearing took place at Stockport Magistrates Court on Wednesday 3 December 2008. This demonstrates how Stockport Homes is committed to working with its partners in an effective and efficient way and has resulted in the removal of a tenant who was allowing Anti-Social Behaviour and drug use to continue at her property. 13


Status Customer Survey Shows Improved Satisfaction During September and October 2008 Stockport Homes conducted a postal survey of around 2000 tenants. This was called the STATUS survey - this is a Government survey around tenant satisfaction which Stockport Homes has to conduct every two years. A record number of forms were returned (48%) and six lucky customers won shopping vouchers in our prize draw. Some of the findings of the survey are detailed below. 83% of customers said they were either ‘fairly’ or ‘very’ satisfied with Stockport Homes as a landlord. This is very pleasing and means Stockport Homes is one of the best landlords in the country for customer satisfaction. It means Stockport Homes’ have maintained the high levels of satisfaction seen in the 2006 survey. However, improvements are required and the Action Plan arising from this survey will help 14

Stockport Homes’ to do that. Specific results in the survey stated: •

83% of tenants were ‘fairly’ satisfied or ‘very’ satisfied overall with Stockport Homes’ repairs service. This is an improvement of 2% since the last time Stockport Homes’ did the survey in 2006.

• 40% (the highest percentage) of respondents stated that they preferred to be informed or consulted about things by letter.

• 89% were satisfied with the speed of work and attitude of workers. Tenants were least satisfied (81% satisfaction) with the length of time taken before work started.

The three most important issues for tenants are repairs and maintenance, followed by the overall quality of their home and 13% of respondents were dissatisfied or very dissatisfied with the area where they live. The biggest problems on estates are car parking, litter / rubbish and disruptive children / teenagers.

Annual Report 2008-2009

Most of the customers (85%) last contacted us by telephone. Three quarters stated it was easy to contact the right member of staff, with 82% finding staff helpful and 75% finding staff able to deal with the problem.


October 2008

“Bring it on Brinnington� This new youth project was run over October half-term 2008 for young people in Brinnington. 23 young people took part. Three activities were carried out: painting a local building; litter pick and recycling project; and bulb planting. Eight young people helped to get Brinnington

Park Pavilion ready for painting and got stuck in with painting the walls and ceiling. Despite the cold weather the young people delivered leaflets to advertise the events and helped carry out an extensive litter pick. Local residents came out to talk to the young people and told them what a great idea they thought it was.

Annual Report 2008-2009

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Anti-Social Behaviour Officer wins national award

Stockport Homes’ staff become BICS Assessors Five staff from Stockport Homes’ Environmental Development Services Team became assessors with the British Institute of Cleaning Science (BICS). Stockport Homes is also now a member of BICS and has an Assessment Centre at Stonemill Terrace, Lancashire Hill where Caretakers and other staff across the organisation can be trained and assessed.

Kimberley Harrison from Stockport Homes’ Anti-Social Behaviour Team was presented with the ‘Tim Winter Award’ at the Social Landlords Crime and Nuisance Group’s (SLCNG) ‘Delivering Results’ Awards.

Kimberley was the first person to win this prestigious award. The ‘Tim Winter Award’ was presented to Kimberley for ‘Showing exceptional performance in tackling Anti-Social Behaviour (ASB) and making a real difference to individuals and the community.

The awards dinner took place at the SLCNG Conference in Telford on Tuesday 7 October 2008.

The case involved supporting and encouraging vulnerable and elderly witnesses.

The service will be extended to other organisations which will highlight the excellent service provided to Stockport Homes’ customers. An awards ceremony was held at Enterprise House on 28 October 2008. 16

Annual Report 2008-2009


November 2008 Quality Panel re-launched 15 customers were trained to test out Stockport Homes’ services. Quality Panel members were given training to ensure they understand how a service should operate. They then ‘check’ that it is working as it should be by mystery shopping, which includes making phone calls, visiting offices or looking at various documents.

Taxi! There’s always a first time for everything! Carecall was advertised on the side of taxis in Stockport starting from November 2008 with further information on the Carecall service printed inside the taxis. This is to raise the profile of Carecall and let people know that it’s not just for Stockport Homes’ customers.

This has given Stockport Homes’ customers a great opportunity to really understand how Stockport Homes works and have an input to making that service even better.

Carecall is a 24 hour tele-monitoring service for older and vulnerable people in the Stockport area. It can be used to provide independence, security and peace of mind to customers who suffer from illnesses such as epilepsy and diabetes. Emergencies are responded to within minutes by arranging help from a nominated friend, your doctor, emergency services or from fully trained, friendly mobile wardens.

Annual Report 2008-2009

uality Panel

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November 2008

History is made as the Housing Corporation signs its first ever funding a Stockport Homes received funding of £1.02 million from the Corporation to fund 17 new homes. For the first time in the Housing Corporation’s history, a social housing funding agreement has been signed between an ALMO and the Corporation. The news follows last year’s announcement that ALMOs were for the first time able to bid for funds from the Corporation’s £8.4 billion investment programme for 2008-11. Work started on the Stockport scheme this

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Annual Report 2008-2009

month and is due for completion in November 2009. Housing Corporation Chief Executive, Steve Douglas said, “This truly is an historical moment for the Corporation. The decision to add new players to the Corporation’s investment programme means that we can deliver even more homes.”


nding agreement with Stockport Homes Helen McHale, Chief Executive, Stockport Homes said, “There is a shortage of affordable housing in Stockport, with over 9,000 people currently on Stockport’s Housing Register. This shortage in affordable housing is exacerbated by high house prices in the Borough and only very small numbers of new affordable houses becoming available. Receiving this money will not only help people locally, but is a massive vote of confidence from the Housing Corporation.”

Annual Report 2008-2009

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December 2008

Charity Christmas cards Residents at Stockport Homes’ Temporary Accommodation Schemes, working in partnership with local businesses raised over £500 towards helping other homeless people in the future. As part of a project to encourage social enterprise as well as raise money,

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a competition to design Christmas cards was held with the winning four entrants seeing their festive pictures turned into professionally produced packs of cards for sale. The winners got to work with Stockport Homes’ Graphic Designer to produce the final designs for the cards. Local businesses, the Image Group and Peter Scott Printers

Annual Report 2008-2009

Ltd, agreed to involve the residents in the printing processes and produce the cards for no cost. One of the winning entrants said, “I’ve always liked doing art, and this has really encouraged me to look at taking up a course in graphic design. This gave me a real lift just when I really needed it.”


December 2008

January 09 New ‘Housing Support Point’ service launched Supporting People commissioned the Housing Options Team to develop and provide a ‘Housing Support Point’ service which will co-ordinate all referrals to services which provide short-term (up to two years) supported accommodation and floating support across Stockport.

Stockport Homes’ staff abseil Age Concern Stockport, in partnership with Stockport Council, ran a Winter Warmth campaign in December. They raised money for vital items which will be given to older people who need them such as: • fleece blankets; • hand warmers; • portable heater loans; • hats; and • gloves. To help raise money, six members of Stockport Homes’ staff were sponsored by colleagues, friends and family to join in an abseil down the side of Stopford House on 13 December 2008. They also raised money by holding a raffle and dress down day. The amount raised was over £800. Annual Report 2008-2009

Previously each of the 15 different services involved would take individual referrals whereas now only one referral form will need to be completed and passed to the new ‘single point of access’ referral worker who will assess the applicants needs and make the most appropriate referral. By streamlining the service in this way it is hoped that waiting times to access these services will drop and that there will be increased service take-up.

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February 2009 On 10 and 11 February 2009 over 300 staff attended Stockport Homes’ annual staff conference

Stockport Homes’ Chief Executive met with Rt Hon Hazel Blears MP Helen McHale met with Rt Hon Hazel Blears MP, the Secretary of State for Communities and Local Government on Friday 6 February 2009, together with the chair of Stockport Homes’ Board, Roger Phillips and Chief Executives from nine other north west ALMOs. The meeting took place in Salford, at Salix Homes’ Head Office. The purpose of the meeting was to raise the profile of ALMOs across the north west, and in particular to discuss key issues concerning ALMOs. Helen McHale, Chief Executive, said “The meeting was a great opportunity to raise the profile of Arms Length Management Organisations, and to showcase the achievements of ALMOs across the north west to a senior cabinet Minister. Hazel responded warmly and knowledgeably to the points raised showing support for the achievements of ALMOs generally”. 22

Annual Report 2008-2009

The two half-day sessions were varied and interactive, with colleagues learning more about: how Stockport Homes can help staff maximise their potential, through training, organisational development and well-being initiatives; how Stockport Homes approaches customer involvement, and how three individual tenants’ journeys have been shaped by the involvement methods on offer; how Stockport Homes has improved over the past three years, and how we can continue to get better; how Technical Services is helping to build the future, through apprenticeships, energy efficiency work, and new build; staff also had the chance to make suggestions on how we can involve customers more in all our services, and how we can make sure Stockport Homes is able to continue to improve.


March 2009 Customer feedback Stockport Homes received 355 unsolicited compliments and a further 364 as a result of satisfaction surveys for the Technical Services Directorate over the year. An unsolicited compliment is one which the

customer has sent in without being asked for feedback on that particular service. This is a slight increase compared to the previous year. The ratio of complaints to compliments received is approximately 3:1.

A selection of compliments received from the last year “Stockport Homes’ services are excellent. My Resettlement Officer is very good, she has helped me with my utilities supply, housing and tax benefits. She solves my problems very calmly and diplomatically. I thank all departments at Stockport Homes. Through this service I have accessed the Skills for Life your free customer training programme.”

“Denise has been like an angel to me. Before I moved into my flat she sorted everything out for me I needed. She is polite, friendly and doesn’t treat you like a statistic. You have a very valued member of staff.”

“The new slope has been finished on my front path, to enable me to use my power chair. I want to say a very big thank you to Stockport Homes for organising this. The men worked solidly from 8am to 4pm without any break and kept the disruption to a minimum. It has made my life so much easier and enabled me to retain my independence, so once again, many thanks for a job well done.”

“I can’t believe all the assistance I’ve had from Stockport Homes. Rebecca is a real credit to your company. You need to employ more people like her and the world would be a better place.” Annual Report 2008-2009

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Stockport Homes’ Board > The Board is responsible for the strategic direction and performance of Stockport Homes. The Board consists of 13 voluntary members. Of these members, five are tenants, four are nominated by Stockport Council and four are independent.

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Annual Report 2008-2009


Stockport Homes’ Board Collectively, the Board have the skills and competencies to successfully steer the Company in accordance with its Missions and Aims. Board Members are registered as the Company Directors with Companies House.

Mr John Henshall (appointed 23.09.05, resigned 29.09.08)

During 2008/09 the Board members were:

Ms Sharon McCambridge Ackers (appointed 23.09.05)

Mr Roger Phillips, Chair (appointed 23.09.05)

Councillor Paul Porgess (appointed 21.11.05, resigned 25.06.08)

Mr David Kirwan, Vice Chair (appointed 23.09.05, appointed Vice Chair 24.09.07)

Ms Maureen Rowles (appointed 29.09.08)

Mr Robert Ashworth (appointed 23.09.05, resigned 29.09.08)

Councillor Ann Smith (appointed 21.01.09)

Councillor Chris Baker (appointed 05.06.06)

Mr Farrokh Shahriary (appointed 29.09.08)

Mr John Bowker (appointed 29.09.08)

Ms Alex Todhunter (appointed 23.09.05)

Mrs Aline Cleary (appointed 08.03.06)

Councillor Andy Verdeille (appointed 25.06.08)

Councillor Christine Corris (appointed 23.09.05)

Mr David Wright (appointed 15.10.07)

Councillor Anne Graham (appointed 23.09.05, resigned 25.06.08)

Councillor David White (appointed 25.06.08, resigned 22.01.09)

Annual Report 2008-2009

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A Board away day was held in December 2008 and gave the Board the opportunity to discuss the strategic direction of the organisation within the wider context of the future of ALMOs. There were four key objectives for the event: 1. To set the strategic direction and assess corporate risks for the business. 2. To ensure Stockport Homes’ mission and aims are being met. 3. To consider the future of Stockport Homes. 4. To help build relationships between Board members and Directors. As part of the event, there were a number of sessions to ensure these objectives were met.

Mission and Aims The Board reviewed the Mission and Aims, to check that they were still relevant and reflected the work of the organisation. The Board agreed that the current Mission and Aims were still appropriate for the organisation. The discussions in this session also shaped the review of the Service Improvement Plan and Delivery Plan which the Board approved in May 2009. Future of ALMOs The Board considered the key issues facing the ALMO movement, and how this may impact on service delivery within Stockport. Corporate Risks The Board reviewed the risks facing the organisation, against the likelihood of them occurring and the impact of the risks. This work has since formed the basis of the new Corporate Risk Register which was approved by the Board in March 2009. New Build This session gave the Board the opportunity to discuss opportunities for development and how Stockport Homes can help Stockport Council in delivering affordable housing within the Borough.

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Annual Report 2008-2009


Performance 2008/09 > One of the ways Stockport Homes manages its performance is through the Corporate Balanced Scorecard. This contains performance indicators (PIs) relating to all different areas of the organisation, and outlines how Stockport Homes is performing against targets set for the year.

Annual Report 2008-2009

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Performance 2008-2009 At year end 2008/09, the Corporate Scorecard displayed a very positive picture, with all but one indicator on target / within agreed allowances. This is a fantastic achievement for Stockport Homes and one which all staff have contributed to. Housing Options exceed national target for Temporary Accommodation less than 27 vulnerable households in Temporary Accommodation National Indicator 156 looks at the number of households living in Temporary Accommodation at the end of the financial year. The government aim is to ensure that the number of vulnerable households living in Temporary Accommodation is halved between 2004 and 2010. Based upon this, Stockport Homes’ target is to have no more than 27 vulnerable households in Temporary Accommodation by 2010. The Housing Options Team completed the year ending March 2009 with 24 relevant households in temporary accommodation. This not only exceeded the national target but also the extra ambitious local target of 25 households, set by ourselves. This target has been achieved through a number of measures, in particular: • • 28

partnership working with other services within Stockport Homes and the Council, such as Connexions and Welfare Rights; continued development of the Deposit Scheme helping customers access private

Annual Report 2008-2009

sector properties in their areas of choice; and the introduction of the Homelessness Prevention Fund.

Simon Welch, Homelessness Services Manager, said: “This is obviously a great outcome and the result of much concerted work by Stockport Homes and partner agencies, who have contributed to making a success of initiatives that help prevent homelessness or increase alternative options. Demand for accommodation vastly outpaces supply and so improving access to private sector properties has been a particular success. For those households who have to live in temporary accommodation, we can be confident that it is of good quality and provides excellent support, having been given the top ratings during inspections in 2008.”


Performance 2008-2009 Decent Homes on target Non-decency at 17% By December 2010, Stockport Homes will have improved every council owned property in the Borough and brought it up to meet the Decent Homes Standard (National Indicator 158 / C 1). A decent home is one that: • • • •

meets the current statutory minimum standard for housing; is in a reasonable state of repair; has reasonably modern facilities and services; and provides a reasonable degree of thermal comfort.

At the beginning of April 2008, a quarter of our properties were classed as non-decent.

Annual Report 2008-2009

Throughout the financial year the team have worked hard to deliver the Capital Programme and at the end of March levels of non-decency stood at 17%. This means that we are well on our way to all properties meeting the Decent Homes Standard by the end of 2010. Jon Blackwell, Head of Investment had this to say about the team’s performance: “We are pleased that we have once again reached our target on this indicator. Continuous improvement is at the heart of what we do at Stockport Homes and we will continue to investigate ways to improve how we deliver this service to our customers”.

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Customer Finance improving year on year Rent collection at 98.27% In 2008/09, the Customer Finance Team managed to reduce rent arrears from £554,048 at the start of the year to £401,252 by the end. This equates to a £152,796 reduction, and all this against a backdrop of economic downturn. Rent collection is increasing year on year, and at year end 2008/09 stands at 98.27%. At December 2008 (the most up to date comparison), Stockport Homes was the

top performer out of all north west ALMOs in the area of rent collection, and the second best out of all 3* ALMOs. Richard Jeffreys, Customer Finance Manager and April Higson, Director of Housing Management would like to thank all staff in the Customer Finance Team for their hard work and dedication to achieve the great year end result in rent collection.

Impressive customer satisfaction for Anti-Social Behaviour (ASB) Over 90% customer satisfaction This therefore makes the year end satisfaction figures for ASB all the more impressive. Satisfaction of customers that their case had been resolved, and satisfaction that they were kept up to date with progress, improved compared to last year, and both performance indicators ended the year ahead of target.

Both in Stockport and nationally, ASB is historically a difficult area in which to achieve high customer satisfaction levels. This is because often customers’ desired result of eviction is not appropriate, particularly when dealing with low level ASB cases. 30

Annual Report 2008-2009

At the end of 2008/09, Stockport Homes recorded 90.16% customer satisfaction with the resolution, and 91.57% customer satisfaction with being kept up to date on progress. This is a great achievement for all involved - well done to all staff in the Area Teams and the ASB Team for their contributions to this result.


Performance 2008-2009 Sickness absence at lowest level for third consecutive year Average down to 8.33 days Managing employees’ health and well-being can make a big difference in Stockport Homes providing quality services to all our customers. We have seen a steady decline in sickness absence over the past three years, and the average of 8.33 days sickness per employee for 2008/9 is our best achievement so far. This compares highly favourably in comparison with other local housing organisations / ALMOs.

Also, some 90 staff achieved 100% attendance in the full year (approximately 25% of those eligible). A lot of hard work both within individual teams and by HR has helped contribute to this current position. Further initiatives that support employee well-being are currently being reviewed as we prepare to meet an even more challenging target next year.

Best of the rest!

100% gas servicing completed

94% of repairs where an appointment was made and kept

24 days on average to re-let vacant properties

83% overall customer satisfaction with Stockport Homes Annual Report 2008-2009

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Financial Information > Despite pressures of inflationary increases in the costs of services provided, Stockport Homes have continued to deliver the high quality services expected from our customers.

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Annual Report 2008-2009


Financial Information The last twelve months have seen a period of economic turmoil. The collapse of a number of banking institutions, the credit crunch, falls in house prices and falling inflation resulted in a recession, confirmed in June 2009. During this difficult period Stockport Homes has maintained a healthy financial position, whilst continuing to significantly improve services with no corresponding increases in resources. The Management Fee obtained from the Council’s Housing Revenue Account is the major funding source for the ALMO and received a less than inflationary increase for the year, as did General Fund contributions that pay for the Homeless service.

Homes continue to be financially viable. The ongoing government review of the national housing subsidy system has been closely followed by Stockport Homes during 2008/09. Resources within the Housing Revenue Account are determined by government decisions on the national pot.

Stockport Homes are keen to ensure that Stockport are best placed to respond to government consultations on proposed changes and have a say on how this will affect the resources available within the Borough. This is intrinsically linked to Stockport Homes securing long term financial viability for the future. Impacts of proposed changes to the subsidy system will become more transparent throughout 2009/10.

Despite pressures of inflationary increases in the costs of services provided, Stockport Homes have continued to deliver the high quality services expected from our customers. Financial monitoring, forecasting and planning are embedded within the culture of Stockport Homes and play a fundamental role in ensuring Stockport

Annual Report 2008-2009

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Stockport Homes attends the annual Meet the Buyer event This event aims to help local companies understand how to do business with the public sector by arranging face-to-face meetings with potential buyers. The way local authorities and associated organisations buy goods and services can have a major impact on the local economy and Stockport Homes is keen to make the most of this.

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Annual Report 2008-2009


Financial Information Income and Expenditure account for the year ended 31 March 2009 2009 £’000s

2008 £’000s

Turnover

25,656

24,712

Operating costs

25,835

24,489

Operating (deficit) / surplus

(179)

223

Interest receivable and similar income

118

151

Net return on pension assets

(5)

86

-

-

(Deficit) / surplus on ordinary activities before taxation

(66)

460

Tax on deficit on ordinary activities

26

30

(Deficit) / surplus on ordinary activities after taxation

(92)

430

-

-

(92)

430

Interest payable and similar charges

Transfer to / from resources Retained (deficit) /surplus for the period

Annual Report 2008-2009

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Balance Sheet at 31 March 2009 2009 £’000s

2008 £’000s

£’000s

£’000s

Fixed assets Assets under construction

278

-

Other tangible assets

19

-

-

-

297

-

Investments

Current assets Stock and Work in Progress

61

77

Debtors

2,615

4,556

Cash at bank and in hand

2,162

1,491

Total assets

5,135

6,124

Creditors: amounts falling due within one year

(4,368)

(5,454)

Net current assets

767

670

Total net assets before pension liability

767

670

Pension (liability) / asset

(2,089)

19

Total net (liabilities) / assets after pension liability

(1,322)

689

Revenue reserve

(1,322)

689

Total funds

(1,322)

689

Reserves

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Annual Report 2008-2009


Financial Information Cash Flow Statement for the year ended 31 March 2009 2009 £’000s

2008 £’000s

(179)

223

9

-

FRS 17 adjustments

188

336

Decrease in stocks

16

20

Decrease in debtors

1,941

(68)

Decrease in creditors

(1,089)

(3,661)

886

(3,150)

Net cash inflow from operating activities

886

(3,150)

Return on investments and servicing of finance (note 1)

118

151

Capital expenditure (note 2)

(296)

-

Taxation (note 3)

(37)

(30)

Increase / (decrease) in cash

671

(3,029)

671

(3,029)

Net funds at 31 March 2008

1,491

4,520

Net funds at 31 March 2009

2,162

1,491

Reconciliation of operating surplus to net cash (outflow) / inflow from operating activities Operating (deficit) / surplus Depreciation

Net cash inflow / (outflow) from operating activities Cash flow statement

Reconciliation of net cash flow to movement in net funds (note 4) Increase / (decrease) in the period

Annual Report 2008-2009

37


Notes to the cash flow statement year ended 31 March 2009 £’000s

2009

£’000s

£’000s

2008

£’000s

NOTE 1 TO CASH FLOW STATEMENT Gross cash flows Returns on investments and servicing of finance Interest received

118

151

Interest paid 118

151

NOTE 2 TO CASH FLOW STATEMENT Capital expenditure

278

Payments to acquire fixed assets

19 297

NOTE 3 TO CASH FLOW STATEMENT Taxation paid

37

30 37

NOTE 4 TO CASH FLOW STATEMENT Cash in hand and at bank Bank overdraft Total

38

Annual Report 2008-2009

30

At 31.3.08 £’000s

Cash Flows £’000s

At 31.3.09 £’000s

1,491

671

2,162

-

-

-

1,491

671

2,162


Ref: 198/December 2007

Our Values

Our Culture

Support

Performance Orientated

Listen, respond and support each other in all of our diversity.

Professional performance driven organisation where people enjoy their work.

M IL E

Risk Taking

Be motivated to act in the best interest of Stockport Homes at all times.

Supportive environment where people feel able to try new things, sometimes by leading and being first and other times learning from other ILE organisations.

Innovate

S

E

PR D I

Be ambitious, encourage innovation, take calculated risks.

Influential P R I D

Staff, customers and stakeholders respect each other and influence what is done and how people behave.

Learn

Developing E

ILE

D

SM

Give and take challenge constructively and develop individual talents.

Enjoy

M

E

S

Motivated

I Behave with integrity at all times while making PR work as enjoyable as possible.

Customer-driven, flexible, constantly learning and moving forward.

Efficient Works effectively to deliver significant results in the simplest way possible.

Annual Report 2008-2009

39


Accessing our services

439 / September 2009

This brochure is Stockport Homes’ Annual Report. If you would like a copy in large print, Braille, on audio tape or CD, please contact the Social Inclusion Team on 0161 474 2860 or email: inclusion@stockporthomes.org


Annual Report 2008-09