YHN Board pack 26 March non-confidential

YHN Limited Tuesday 26 March 2019 at 5.00 pm YHN House, Benton Park Road, Newcastle upon Tyne NE7 7LX Contact Officer: Jill Davison

– Tel: 0191 278 8624 Email: jill.davison@yhn.org.uk

AGENDA Page No Introduction Item 1.

Welcome and Apologies for Absence

2.

Declarations of Interests

To exclude the press and public during discussion of remaining agenda items because of the likely disclosure of confidential information. The definitions of what is considered confidential are contained within Section 16 of the Company’s Standing Orders.

3.

Pat Ritchie - Newcastle City Council

Abri Trading Ltd. 4.

Business Update

1-6

5.

Minutes of 29 January 2019

7 - 10

6.

Budget - to be considered during YHN Board item 7

Main Business Items 7.

Draft Budget/Delivery Plan/Risk Register 2019-2020

11 - 36

8.

Update on Single Point of Leadership Finance

37 - 44

9.

Housing Investment Update

45 - 68

10.

Safeguarding Annual Report

69 - 100

11.

Customer Service Transformation - Contact Centre Update

101 - 108

Your Homes Newcastle Limited. Registered in England and Wales Registration Number 5076256 Registered Office: Newcastle Civic Centre, Barras Bridge, Newcastle upon Tyne NE1 8PR. A company controlled by Newcastle City Council

12.

Managing Director's Report

109 - 114

Minutes/Forward Plan 13.

Minutes of 29 January 2019

115 - 116

14.

Confidential Minutes of 29 January 2019

117 - 124

15.

Matters Arising and Action Log (Public)

125 - 126

16.

Matters Arising and Action Log (Private)

127 - 128

17.

Board Forward Plan

129 - 132

18.

Assurances from Subsidiaries:

133 - 142

 19.

Asfaleia Ltd. 17 January

Assurances from Committees:   

143 - 148

Finance and Performance 12 February Group Audit and Risk 12 March Customer Service 13 March

20.

Petitions Monitoring

21.

Date and Time of Next Meeting

149 - 152

Tuesday 4 June 10am (Away Day/YHN Board Meeting)

2

Agenda Item 13

Board 29 January 2019 (5pm to 6:45pm) Present: J Boaden (Chair), R Clark, L Doherty, V Dunn, J McCarty, M Page, P Scope, E Snaith and H Simpson In attendance: A Baker-Daley

Governance Officer

S Bramwell

Chair, Asfaleia (observer)

J Davison

Company Secretary

T Drury

Managing Director

M Foreman

Customer Services Director

D Langhorne

Assets and Development Director

R Morrissey

Finance and Commercial Director

A Senior

Fairer Housing Unit, NCC

664

Welcome and Apologies for Absence

The Chair welcomed everyone to the meeting.

Apologies were received from A Chisholm, D Huddart and K Lowry.

665

Declarations of Interest

None.

666

Minutes of 20 November 2018

The minutes of the Board held on 20 November 2018 were agreed as a correct record and signed by the Chair.

667

Matters arising and Action Log

The action log was received and noted for information.

Page 115

668

Board Forward Plan

Noted for information.

669

Assurances from Committees

L Doherty noted that an additional meeting of Customer Service Committee had been scheduled for tomorrow evening, to discuss the complaints - Sorry Fund in more detail. The Committee are developing quite nicely in expanding their focus on broader level issues.

RESOLVED - that: •

670

The Board received the following draft non-confidential minutes for information:  13th November Group Audit and Risk Committee  5th December Customer Service Committee  10th December Finance and Performance Committee Petitions Monitoring

T Drury presented the report for information, which informed Board of a petition received during December 2018, requesting that a member of Concierge is given sole duties for Denton Park House. The member of staff has been informed of the positive comments by customers, and the petition organiser has been informed that their view will be considered as part of the review process.

RESOLVED: That the Board received the report for information 671

Date and Time of Next Meeting

26 March 2019

RESOLVED – that in accordance with the organisation’s Access to Information provisions, the press and public were excluded from the meeting during the consideration of confidential agenda items

J Boaden Chair 26 March 2019

Page 116

YHN Board 26 March 2019 Action Log (Public) Minute ref.

Action required

By whom

Target date for completion

Current status

643

Governance Review Update The Learning and Development Plan is to be populated with dates and recirculated to members

Jill Davison

December 2018

Governance Team planning and sourcing training materials /providers

Board members

No end date

On-going

Page 125

Board members to contact Jill Davison regarding any work areas they would like further information on or additional involvement with.

Agenda Item 15

Meeting 4 June 2019 Away Day Report Name Customer Service Committee update: • Community Investment Fund • Customer Service Week

Confidential? Report Author × Managing Director

ICS – Results from Customer Survey

Discussion

×

Governance Review Task and Finish Group Final Report

Discussion



Report Name Customer Service Offer

Purpose Discussion

Confidential? Report Author × Customer Services Director

Health and Safety Annual Report

Discussion

×

Assets and Development Director

Appraisals

Discussion



Company Secretary

NHF Governance Code Compliance Statement

Approval

×

Company Secretary

Risk Framework

Discussion



Finance and Commercial Director

Assurances from subsidiaries: • Asfaleia Ltd. 30th April

Discussion



Customer Services Director

Assurances from Committees: • Customer Service 13th March • Finance and Performance 14th May • Group Audit and Risk 21st May

Discussion

Page 129

Purpose Discussion

N/A

Agenda Item 17

×  

Company Secretary

Meeting 30 July 2019 Report Name Annual Report and Financial Statements -Year End Reserves - Asfaleia Letter of Support

Purpose Approval

Confidential? Report Author × Finance and Commercial Director

Housing Investment Update

Discussion



Assets and Development Director

Slavery and Human Trafficking Statement

Approval

×

Assets and Development Director

Assurances from Committees: • Group Audit and Risk 11th July • Customer Service 19th June

Discussion

 ×

N/A

Approval

×

Finance and Commercial Director

Abri Trading – Business Activity Update

Discussion



Finance and Commercial Director

Page 130

ABRI TRADING Annual Report and Financial Statements

Meeting 24 September 2019 Purpose Decision

Confidential? Report Author × Company Secretary

Appointment of Vice Chair

Approval

×

Company Secretary

Retirement & Appointment of Board Members

Decision

×

Company Secretary

Committee Membership

Approval

×

Company Secretary

Strategic Risk Register

Discussion

×

Finance & Commercial Director

Assurances from subsidiaries: • Asfaleia Ltd. 25th July

Discussion



Customer Services Director

Assurances from Committees: • Finance and Performance 6th August

Discussion



N/A

Page 131

Report Name Appointment of External Auditors

1

Agenda Item 19

Finance and Performance Committee 12 February 2019 (5.00 - 6.16 pm) Present: M Page E Snaith R Taylor

(In the Chair)

In Attendance: T Drury

Managing Director, YHN

R Morrissey

Finance and Commercial Director, YHN

D Langhorne

Assets and Development Director, YHN

J Howard

Democratic Services Officer, NCC

54

WELCOME AND INTRODUCTIONS The Chair welcomed Bill Tebay, a Co-optee on the YHN Board who was in attendance as an observer, and asked those present to introduce themselves.

55

APOLOGIES FOR ABSENCE Apologies were received from Councillor Joyce McCarty.

56

DECLARATIONS OF INTEREST None.

57

MINUTES OF THE LAST MEETING DATED 10 DECEMBER 2018 RESOLVED – That the Committee considered the minutes of the meeting held on 10 December 2018 and approved them as a correct record.

58

ACTION LIST REVIEW R Morrissey (Finance and Commercial Director) introduced the action list.

It was noted that the Customer Service Committee had met and formed a sub-group to feedback from a customer’s perspective which complaint performance indicators they felt would be useful for the Finance and Performance Committee to monitor in

Page 143

2

future, and that they would be focussing on three key priorities. The Committee asked that the sub-group’s proposals be brought to their next meeting.

It was noted that 82.8% of furniture rental was covered by housing benefit or universal credit, and officers confirmed that the remaining 17.2% was self-funded by tenants but that this was not thought to have any impact on arrears.

RESOLVED – that proposals from the Customer Service Committee sub-group on performance indicators for the Finance and Performance Committee to monitor in future would be brought to the next meeting of the Committee on 14 May 2019.

59

EXCLUSION OF PRESS AND PUBLIC RESOLVED – that in accordance with the organisation’s Access to Information provisions, the press and public were excluded from the meeting during the consideration of agenda items 7 (Finance and Performance Q3), 8 (BCE Targets and Forecasts) and 9 (Budget and Delivery Plan 2019-20).

63

FORWARD PLAN 2019 Submitted: Report of Finance and Commercial Director (previously circulated and copy attached to Official Records).

RESOLVED – That the Forward Plan be approved.

64

ANY OTHER BUSINESS There were no other items of business.

65

DATE AND TIME OF NEXT MEETING Tuesday 14 May 2019 at 5pm.

Page 144

Agenda Item 20

To be first for housing

Your Homes Newcastle Board 26 March 2019 TITLE

Petitions Monitoring

AUTHOR

Tina Drury – Managing Director

COMPANY

Your Homes Newcastle

ACTION REQUIRED

For Information

SUMMARY

This report informs Board on a petition received during February 2019

DELIVERY PLAN OBJECTIVE

1. Revolutionary services that support successful living 2. Amazing places where people are proud to live 3. Strong business fit for today, ready for tomorrow

STRATEGIC RISK REGISTER

NUMBER & TITLE

N/A

LIKELIHOOD

N/A

IMPACT

N/A

FINANCIAL / VALUE FOR MONEY IMPLICATIONS

N/A

CUSTOMER IMPACT / VIEWS

YHN must act accordingly to ensure that resident concerns are addressed.

EQUALITY & DIVERSITY CONSIDERATIONS

N/A

Page 149

Your Homes Newcastle Petitions Monitoring 1.

Purpose of report

1.1 This report informs Board on a petition received during February 2019 from the Three Sisters Tenants ACORN union (Association of Community Organisations for Reform Now).

2.

Background information

2.1 The Petitions Protocol states that the Managing Director will refer petitions relating to operational issues to the appropriate director who will be responsible for contacting the petitioners (or petitioners’ representatives). The director will make any further enquires which are required and draft a response on behalf of the Managing Director, who will ensure that Your Homes Newcastle responds to the petitioners’ request.

2.2 Context Three Sisters Tenants ACORN union, comprising Molineux Court, Heaton Park Court and Grafton House residents, presented a petition to T Drury requesting that YHN install additional security cameras and reinstate full time Concierge in their tower blocks.

In their covering letter, ACORN asked to meet with T Drury at the end of March to discuss their concerns.

3.

3.1

Petition Received Date received

Petitioner(s)

Issue

Action

1st February 2019

ACORN

Requesting installation of additional security cameras and reinstate Concierge full-time

Meeting scheduled on Wednesday 27th March

3.2 Detailed paperwork relating to the petition has not been included in the Board papers. If members would like to see the specific details, please contact Andrew Baker-Daley.

Page 150

4.

Recommendations

4.1 Board is recommended to note this information.

Background Papers - Petitions Protocol Contact Officer: If you have any questions about this report that you would like clarifying before the meeting, you can contact Jill Davison by telephone on 0191 278 8624 or email jill.davison@yhn.org.uk

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