Homes for Haringey - National Federation of ALMOs

Annual Report
to Residents 2011/12
Homes for Haringey Ltd
About this Annual Report
Residents wanted our Annual Report
2011/12 to be a film so residents
and Homes for Haringey staff worked
together to produce it. This report
accompanies the film and provides
information that supports what we say
in the film.
 The Annual Report Film 2011-12 is available online at:
www.homesforharingey.org/annualreport
© Homes for Haringey Ltd
October 2012
2
Contents
Welcome from residents
Introduction
1. Housing standards and local offers
2. Resident involvement and empowerment
3. Home standard
4. Tenancy standard
5. Neighbourhood and community
6. Governance, financial viability and rents
7. Value for money
8. Progress against residents’ top ten themes 9. How you can get involved
3
page 5
page 6
page 7
page 9
page 11
page 13
page 15
page 17
page 21
page 22
www.homesforharingey.org/annualreport
Welcome from residents
We, the resident members of Homes for
Haringey’s annual report group, wanted our
annual report to be a film this year, so we
worked with staff at Homes for Haringey to
make it.
You can also watch the Annual Report Film
2011-12 online at: homesforharingey.
org/annualreport. Or contact Joe Boake
of the Resident Involvement team to arrange
a viewing on 020 8489 4483.
We produced this film for you, the council
tenants and leaseholders of Haringey. This
report accompanies the film and provides
information that supports what staff and
residents say in the film.
We hope the film and this report will tell
you what you want to know about housing
services. These services are important to us
and we want to make sure they are as good
as they can be.
Our group helped agree the content of
the film and a wider group of resident
filmmakers helped staff make the film.
We hope you are interested in getting
involved in next year’s annual report. Please
have a look at the film and this report, see
what you think, and let us know your ideas
on how they could be improved.
Homes for Haringey will be showing the
film to all its resident involvement panels
and groups.
The residents on our annual report
steering group are:
The resident film makers who contributed
to the film are:
Petal Caddu
Neville Giles
(Supported Housing Panel nominee)
Anne Goodhew
(Leasehold Panel nominee)
Terry Iland
Tony Jackson (Repairs Panel nominee)
Eric Lattimore
(Asset Management Panel nominee)
Michael Murphy
(Tenant Participation Panel nominee)
Alan Paul
Anne Scott
Burns Boucher
Joshua Buyukilmas
Prince Shoyelu
Pamela Lamptey
Shirley James
Tunje Omoshebi
Chris Hutton
Hortense Kolade
Anne Scott
Emmason Okoroha
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Please see what Paul Bridge,
Jonathan Card and Councillor Bevan
have to say in the Annual Report Film.
www.homesforharingey.org/annualreport
Introduction
Dear resident,
Our staff worked closely with a group of residents on the annual report film and we’d like
to thank these residents for their time and their help.
Homes for Haringey works with residents and Haringey Council to improve our services,
and we believe we have done this over the last year.
We worked to provide support to local communities in our response to the Tottenham
riots in August 2011, and we are committed to working with young people in Tottenham
through our Project 2020. Our work with the Council and constructor partners on the
Decent Homes programme continues to go well; we had a 99% customer satisfaction rate
with Decent Homes works completed. We also introduced a ‘quick fix’ customer feedback
scheme, which increased satisfaction with the way we respond to complaints to 93%.
Our progress as an organisation was recently recognised when we were awarded the
‘ALMO of the year’ award, and we hope we can continue to improve the services we
offer you.
We hope you enjoy the film and this report and that they cover subjects that you are
interested in.
Paul Bridge
Jonathan Card
Chair
Chief Executive
Homes for Haringey
Homes for Haringey
Board
5
Councillor John Bevan
Cabinet Member for Housing
Haringey Council
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Housing standards
and local offers
1.1 National housing
standards
The housing regulator, the Homes and
Communities Agency, oversees a set of
national housing standards which were
agreed with residents and landlords from
across the country.
Every year we produce a report to
residents setting out these standards (see
box below) and summarising how we are
meeting them (sections 2 to 7).
We agreed with residents that most of
our local offers would be borough wide.
However, we also provide local offers for
specific groups such as young people,
older people, or vulnerable tenants.
Each of our services has a
comprehensive set of service standards,
agreed with residents, which sets out
what you can expect in each area.
Our service standards are available at:
www.homesforharingey.org
1.2 Local offers
We meet the national housing standards
by providing services tailored to the
needs of local people. These are called
local offers.
Standard
What the standard covers
Tenancy involvement and empowerment
Customer service, choice and complaints
Involvement and empowerment
Understanding and responding to your needs
Home
Quality of accommodation
Repairs and maintenance
Tenancy
Allocations and mutual exchange
Tenure
Neighbourhood and community
Neighbourhood management
Local area co-operation
Anti-social behaviour
‘Economic standards’
Governance and financial viability
Rents
Value for money
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2
Resident involvement
and empowerment
2.1 Customer service, choice
and complaints
2.2 Involvement and
empowerment
We offer you accessible services through
two Haringey Council Customer Service
Centres and you can contact us by post,
email, telephone and online.
We want to involve you in shaping our
services; ways you can get involved
include resident panels and groups,
resident training courses, youth outreach
work, resident associations and
advocates. We also hold a wide variety
of resident involvement events, such as
our Residents’ Open Day in June 2012,
which had over 600 resident visitors.
We are currently working on an online
self-service account system called
SeeMyData. This will allow you to
access more of your information online
(including rent account and service
charge information).
An area that residents told us to improve
was our lengthy complaints process.
In 2011 we introduced a quick-fix
feedback scheme which allows residents
to choose to ‘fast track’ their complaint
– to get the problem sorted out quickly –
or to choose a full investigation.
The new scheme has improved customer
satisfaction with the feedback scheme by
over 20% (from 71% in September 2010
to 93% in September 2011).
In December 2011, we were awarded
the Government’s Customer Service
Excellence Award for the third year in a
row in recognition of the way we design
our services around customers’ needs.
7
We held a Rewarding Resident Volunteers
Awards in May 2012 which recognised
lots of different residents who made a
contribution to their local community.
At this event, Cllr John Bevan presented
16 residents’ associations with framed
certificates and special grants of up
to £500 to pay for new equipment or
projects in their communities.
Our Resident Involvement team promote
lots of local initiatives. They recently
secured money for nine sheltered
housing schemes to have new computers
set up in their lounge areas and will be
running on-site training courses to help
residents get started.
“We want to involve and
empower you through the
services we provide to you.”
“We use individual needs
information to tailor our
services to the diverse
needs of our customers.”
2.3 Understanding and
responding to the diverse
needs of tenants
We use individual needs information to
tailor our services to the diverse needs of
our customers. We also actively engage
groups of tenants who have specific
shared needs and interests.
Performance in 2011/12
 In 2011/12, we answered 90% of
inbound calls to our Repairs Control
Centre, slightly behind our 93% target.
By July 2012 this improved to 94.6%.
 Our target for responding to quick
fix complaints is 90% within 5 working
days. In 2011/12 Homes for Haringey
achieved this target, answering 95%
For instance, our disabled people’s
group includes carers as well as residents within target.
with disabilities and sensory impairments.
 93% of residents surveyed in
We are currently working with this
2011/12 were satisfied with the way we
group and the Council to improve the
accessibility of pavements in Hornsey for handled their complaint.
disabled people.
 In 2011/12, our website was visited
67, 453 times.
 In 2011/12, 1100 people attended
our resident involvement meetings,
panels and training. 98% were satisfied
with what they learnt on our training.
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3
Home
standard
3.1 Quality of accommodation
In 2011, the Government reduced
Haringey’s Decent Homes funding to
£36 million for 2011 to 2013; £50
million less than first allocated. To make
the best use of the reduced amount of
money available, our focus has been to
make sure that homes are safe, warm
and dry.
We also invited residents to talk to us
directly at roadshows we held across the
borough. We know that being unable to
do kitchen and bathroom replacement
works is extremely disappointing for
residents. However, we are committed
to completing the Decent Homes
programme, and are working closely with
the Council to look at options for the
future of the programme.
This means we are prioritising works to
roofs, windows and essential health and
safety works, such as electrical rewiring.
We wrote to all residents who were
affected by this back in the summer 2011
to explain the changes.
We were able to complete Decent Homes
works to 830 properties in 25 sheltered
housing schemes in December 2011,
and also completed the switchover to
digital TV aerials for all properties with
existing communal aerials by April 2012.
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“We are committed to
completing the Decent
Homes programme.”
3.2 Repairs and maintenance Performance in 2011/12
The Haringey Repairs Service carries
out over 60, 000 repairs each year. In
2011/12, 98% of tenants said they were
satisfied with the quality of repairs carried
out. We work closely with the residents’
repairs panel to help improve the service
and to focus on areas where there have
been issues.
An area that residents said they would
like to see improved is our approach to
communal repairs. We worked with the
residents’ panel to focus on this area and
we increased the number of communal
repairs completed on time from 92% in
March 2011 to 95% in March 2012.
Our Repairs Service takes on young
people as apprentices from the local
area, and trains them in different repairs
skills. To mark National Apprenticeship
Week in February 2012, a team of
Homes for Haringey repairs operatives
refurbished the Somerford Grove family
community centre in Northumberland
Park, Tottenham.
“We are very proud of our
apprentices, many of whom go
on to a permanent position with
us. The refurbished community
centre will help attract even more
children and young people from
Northumberland Park and around
to take part in activities.”
Paul Bridge, Chief Executive
 In 2011/12, we carried out
Decent Homes works to 1, 602
properties. We carried out over
£19million of improvement works to
homes in the borough.
 Resident satisfaction with Decent
Homes works completed was 99.6%.
99.88% of tenants’ homes had a valid
gas safety certificate in March 2012 (it is
now 100%).
 We kept 97.6% of non-emergency
repairs appointments. Our target is 98%
We are close to target for completing
repairs jobs within the government time
limits – 98.8% against a 99% target.
 97.9% of tenants are satisfied with the
quality of their repair. Our target is 95%.
 We attended 99.8% lift repairs within
target times against a 95% target. 95.3%
of communal repairs were completed
within time, against a 95% target.
 The average time taken for an
empty property (a ‘void’ property) to be
repaired is 17.1 calendar days against
a target of 15 days. For this year, the
average time dropped to 12 days by
July 2012.
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4
Tenancy
standard
4.1 Allocations and mutual
exchange
4.2 Your tenancy
Our Tenancy Management team
provides an accessible service to 16,
Haringey Council manages housing
500 tenanted households, including
allocations and lettings. Most Council
1, 500 supported housing units. The
properties are let through the choice
Tenancy Management team works with
based lettings scheme.
residents on both the Tenancy and Estate
Management panel and the Supported
Our New Tenant Liaison team works
closely with the Council to make sure the Housing forum to listen and respond to
service meets the needs of applicants and resident feedback and suggestions.
new tenants.
Our Tenancy Management officers help
Our Tenant Liaison officers show people manage and maintain tenancies. They
around properties, answer any questions, carry out occupancy checks to confirm
and support tenants during those critical that the correct person is living at the
address, reduce tenancy fraud, and make
first few weeks. Most properties are now
sure tenants are receiving the services
being let quickly, reducing the time any
they need.
property remains empty.
“We want to ensure
you have the support
you need to maintain
your tenancy.”
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Each tenancy management officer
is responsible for vulnerable tenants
on their ‘patch’ (the area they are
responsible for) and visits each one
at least twice a year to check on
their wellbeing. We also work with
support agencies such as Hearthstone,
Haringey’s domestic violence support
service, and the Sanctuary Scheme,
which re-houses families at risk.
Homes for Haringey has concierges
on some estates and these staff offer
additional help and support to residents.
This year, we will be further developing
our concierge service, so that we will
be able to offer help in a wider range
of ways. We are also aiming to reduce
the number of similar estate-based
activities that we carry out to avoid
unnecessary duplication (we currently
have estate action days, inspections
and walk-abouts).
Performance in 2011/12
 97.7% of New Tenant Liaison visits
were attempted within four weeks.
 Concierge desks were opened 98.9%
of their advertised opening times.
We have set up a New Vision for the
Housing Management Service project
which is helping to redesign our services
to be more tailored to residents’ needs.
A key area we are focussing on is our
approach to enforcement, which means
taking action against breaches of tenancy
conditions (and covers issues such as
vandalism, dumping and littering).
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5
Neighbourhood
and community
5.1 Neighbourhood
management
5.2 Local area co-operation
We are currently introducing new
machinery to improve the cleaning of
estates. We are giving our Estate Service
Officers small budgets to help them
resolve minor issues on their estates.
Following the Tottenham riots in August
2011, we have increased the support we
provide to young people in Tottenham in
order to help reduce the number who are
not in training, education or employment.
In 2011 we launched Project 2020 to
help tackle this issue and this project
includes a mentoring scheme with a wide
range of external partners to help support
young people in Tottenham.
We work in partnership with Haringey
Our Estate Service Team takes care of the Council, residents and other partners
common areas inside blocks of flats. We to achieve shared goals. This includes
our recent work with the Council and
work with Veolia Environmental Services
who are responsible for cleaning outside residents on the North Tottenham
regeneration plan. This involved talking
areas, collecting refuse and recycling.
to over 130 residents of the Love Lane
Haringey Council’s Parks Service
estate, Whitehall Street and Brereton
maintains parks and open spaces.
Road about improvements they would
We work with resident monitors on many like to see in the area. The Council
has appointed a consultant to work
of our estates who do a great job of
helping us to keep estates clean and tidy, with residents and develop ideas about
possible improvements.
and notifying us of problems.
We are also working with the Parks
Service, environmental charities
Groundwork and the London Wildlife
Trust, and local residents to improve the
environment on estates by supporting
several community gardens and food
growing plots.
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“We contribute to
neighbourhood
management and
community life.”
5.3 Anti-social behaviour
Performance in 2011/12
We work closely with residents, the
Council and the police to deal with
anti-social behaviour. Our frontline
staff are well trained and can help
tenants suffering any form of
harassment by referring them to
the support agencies they need.
We encourage residents to consider
mediation when this is appropriate.
We also work to prevent anti-social
behaviour on estates by actions such
as blocking off access through
alleyways to keep out non-residents.
 93.9% of estates were graded at A
(Excellent) or B (Good) by Estate Services
Managers. Our target is 96%.
We also worked with the Council to
agree introductory tenancies for all
new council tenants in 2011, to
discourage anti-social behaviour and
other tenancy breaches. The change
means that if the tenant breaks any of
the conditions of their agreement with
us during the first 12 months of their
tenancy, we will be able to evict them
much faster than previously.
 94% of ground maintenance on
estates was graded at A or B by Estate
Services Managers. Our target is 97%
 Almost 100% of blocks and estates
have near-entry, mixed recycling facilities.
 Homes for Haringey won the top
award in the ‘Serving the Community:
Best Organisation’ category at the
National WOW awards 2011.
 Initial investigations of anti-social
behaviour cases were completed in time
in 80.9% of cases.
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6
Governance,
financial viability
and rents
6.1 Governance
6.2 Financial viability
Our Board has overall responsibility
for managing Homes for Haringey
and its Management Agreement with
Haringey Council. The Board’s decision
making is supported by the Finance and
Audit Committee and the Performance
Committee.
Both our Board and our Finance and
Audit Committee are responsible
for managing the financial affairs
of the company. The Board and the
Committee receive regular reports on the
organisation’s finances and make sure it
complies with financial regulations.
The Board is made up of six residents,
five councillors, and five independents.
Each position is voluntary. We held an
election for the six resident spaces on the
Board in 2010 and saw a record rise in
voting turnout (60% of supported housing
tenants, 47% of tenants, and 45% of
leaseholders cast votes).
Our financial statements are also
assessed by independent auditors to
ensure they give a ‘true and fair view of
the state of the company’s affairs’. To see
our Financial Statements and reports for
2011/12, please visit:
www.homesforharingey.org/almo/about/
the_board/financial_governance.htm
We also have a Resident Scrutiny panel
that reviews our services and provides
feedback to our Board and Leadership
team, who have a duty to respond.
The Government changed the way
council housing is financed. From
April 2012, the Housing Revenue
Account (the Council’s housing budget)
became self financing, which means it
receives all income from council homes
but no longer gets housing subsidies.
We are working with the Council to
consider how these changes affect the
amount of funding we have to invest in
council homes.
15
6.3 Rents
Every year, on behalf of Haringey
Council, we consult residents on
proposed changes in rent. We also
present an overview of the proposed rent
and service charges to our Residents’
Finance Panel and submit comments
to our Board. The Council considers
feedback from this consultation when
deciding on the level of rent for the
financial year ahead.
Our Income Collection team collects
rent and takes prompt, early action to
prevent arrears from increasing and
firm enforcement action when payments
are not being made. In 2011/12, we
collected 97.29% of rent including
arrears against our annual target of
98.7%.
The Income Collection team also
provides help and advice to tenants
experiencing financial difficulties. The
team works closely with partners such as
the Council’s Benefits Service and the
Citizens Advice Bureau to offer support.
Following the Government’s Welfare
Reform Act and changes to the benefits
system, we have worked with residents to
review our Income Collection services.
As a result of this review, we will be
setting up a dedicated Financial Inclusion
team to assist tenants affected by
changes to their benefits.
This new team will have specially trained
officers on hand who can help and
advise you about any benefits changes
affecting you, or if you are already
struggling with your rent payments.
Make life easier
for yourself!
Use your mobile to
pay your rent or
service charge
It's fast, flexible and
really easy
Use your mobile to
pay your rent or
service charge
It's fast, flexible and
really easy
1
Register online at https://www.allpayments.net/textpay
to set up your account and get your password.
2
Text the word “pay”, then the amount of rent or service
charge you want to pay, and your password to 81025.
3
That’s it!
There's more information at:
https://allpayments.net/textpay
Above: Homes for Haringey ad
promoting payments by text published 2011
16
7
Value for
money
7.1 Our approach to value
for money
We involve residents in our annual
business planning and procurements
so we can understand your priorities
and target resources on the things that
matter most to you.
“We aim to provide you
with value for money
services. This means they
achieve the ideal balance
between cost, performance
and resident satisfaction.”
17
We also carry out service reviews to
identify improvements or savings we
can make.
We are currently carrying out value
for money reviews of Estate Services,
our Income Collection team and
our Repairs Service. Members of our
Residents Finance Panel are actively
involved in these reviews, alongside
other relevant groups.
7.2 Summary of the Housing
Revenue Account budget
Income in 2011/12:
Supporting people grant
£1,689,000 (2%)
Charges for services & facilities
£21,293,000 (19%)
Rents from garages & shops
£2,381,000 (2%)
Rents from council homes
£74,310,000 (66%)
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Expenditure in 2011/12:
Repairs & maintenance
£21,734,000 (20%)
Depreciation of housing properties
£13,444,000 (12%)
Bad debts
835,000 (1%)
Property insurance & rates
£1,774,000 (2%)
Housing management
£38,896,000 (35%)
Interest & debt charges
£31,025,000 (29%)
Corporate costs funded by the HRA
£866,000 (1%)
7.3 Savings made in 2012/13
Homes for Haringey identified savings of £1.89 million in its 2012/13 budget over
its 2011/12 budget. We are also committed to achieving a further £1.8 million
savings in both 2013/14 & 2014/15.
7.4 Value for money for leaseholders
Our Leaseholders’ Panel works with our Home Ownership team to ensure we provide
value for money, and looks at annual service charges and consultation on major
works. Our Key Leaseholder Scheme is helping to achieve value for money for
leaseholders. Leaseholder volunteers receive reports on communal repairs for their
estates. Nearly every block in the borough is represented and scheme members meet
regularly to discuss communal repairs and major works issues. (The scheme members
will shortly be meeting at Leaseholder Panel meetings.)
19
For more details on our Business Priorities see our Business Plan at:
www.homesforharingey.org/almo/about/our_business_plan.htm
20
8
“We spoke to residents, staff, the Council and
partners in a ‘Big Conversation’ consultation
in 2011/12, and identified the top ten themes
that you are concerned about. The table below
summarises some of the progress we have made
against these themes so far this year.”
Progress on residents’ top ten themes
You want us to:
Progress so far this year:
1. Be much stricter on enforcement and make estates  We’re going to be focussing much more on
safe places to live
enforcement, clamping down on poor behaviour
and taking action against tenancy fraud.
2. Make first impressions count – let’s have estates
 We’ve reduced the number of outstanding
that both residents and staff take pride in
communal repairs on estates, and are improving
how run estate walkabouts to ensure that issues
residents have identified are dealt with quickly.
3. Work with Haringey Council to invest in Haringey  We’ll be investing an additional £35m in the
housing stock over the next two years. We will
continue to work with the Council to identify ways
to ensure that all council homes meet the Decent
Homes standard.
4. Improve customer services: phone and face-to We have appointed a new Customer Services
face contact
Manager to help us improve the way we manage
your calls and visits to us.
5. Do more in-house, deliver a wider range of
 We are about to start offering repairs services
services, and deliver services to others
to leaseholders. We’ve also reduced the amount
we spend on contractors, completing the work
ourselves instead.
6. Ensure we get repairs right – from first contact
 We’re going to working with our customer services
to ‘right-first-time’
to help them diagnose your repairs problems to
help us fix it on our first visit.
7. Provide opportunities (training and work) for all
residents in the borough, particularly young people
 We’re offering four apprenticeships to young
people in Haringey. We’ve taken on five trainees
aged 16 to 24 to work with our caretakers. Our
Project 2020 is offering mentoring to young people,
with over 30 more young people now involved.
8. Offer more support for the most vulnerable
 Tenancy Management Officer roles are changing
residents
so they focus more on vulnerability. We’re
introducing a Financial Inclusion team which will
help residents manage their money and assist them
when they are in financial difficulty.
9. Make teams and individuals work more effectively  We have a range of activities to enourage staff
together to provide a seam less service
to get together and work together more effectively.
This includes regular team meetings, briefings for
wider staff groups and project teams made up from
colleagues from different teams.
10. Reduce bureaucracy
 We are reducing the number of similar estatebased activities such as action days, inspections
and walkabouts, and are simplifying our tenancy
termination procedure.
21
9
How you can
get involved
“We offer various ways for residents to get
involved in shaping the services we provide.”
9.1 Resident Scrutiny
9.2 Ways to get involved
Our Resident Scrutiny Panel looks in
detail at the services we deliver, talks to
staff, residents and partners and reviews
a range of information, before making
recommendations. Peter Gilbert has been
with the Scrutiny Panel since it was set
up in 2011. This is what ‘scrutiny’
means to him:
You can join a residents’ panel or group
on any of the following service areas:
“Scrutiny is the process by which we,
the residents in Homes for Haringey
managed properties, are able to look
closely at the operation of the services
that have most impact on us. By using
different techniques (such as comparing
services to other organisations, analysis
of information, mystery shopping,
questionnaires, interviewing staff and
residents) can consider whether the
services are being provided effectively,
efficiently and in a way that gives good
value for money.
We can make recommendations to the
Board based on our detailed findings. If
the Board accepts our recommendations,
we can help draw up an action plan and
monitor how these are implemented so
that it benefits residents, staff and the
organisation as a whole.”
Asset Management
Finance
Leasehold
Repairs
Sheltered Housing
Tenancy and Estate Management
Tenant Participation and Training
You can become involved at a local level
with a residents’ association or as an
advocate, on estate inspections, or as a
resident estate monitor.
Or if it is relevant to you, you can join a
special interest group:
The Disabled People’s group
The Scattered/Street Properties forum
The Women’s forum
Youth online
If you are interested in getting involved
in any of these ways, please contact our
Resident Involvement team:
Phone 020 8489 4463 or email:
resident.involvement@
homesforharingey.org
22
Tell us what
you think
2013
31 January
We would be delighted to hear your views on this Annual Report to Residents and our
annual report film. We will use your feedback to improve next year’s annual report.
Please complete this form and return it to:
Homes for Haringey, Freepost RRXB-SACU-YERY, Resident Involvement, 8th Floor,
Alexandra House, 10 Station Road, London N22 7TR
1. Is the annual report clear and easy to understand?
Yes
No
Don’t know
4: Did the film cover what is
important to you?
Yes
No
Don’t know
2: Did the report cover what is important to you?
Yes
No
Don’t know
5: 3: Was the annual report film interesting to watch?
Yes
No
Don’t know
Did you answer ‘no’ to question 1, 2, 3 or 4? Please tell us
what you’d like us to improve:
_____________________________
_____________________________
_____________________________
_____________________________
6: Are you interested in being part of next year’s annual report residents’ steering group?
Yes
Your name:______________________________________________________________
Your address:____________________________________Postcode:_________________
________________________________________________________________________
Phone
23 number:_____________________Email address:__________________________
Contact us
www.homesforharingey.org
freephone
0800 195 3404
or 020 8489 5611
(cheaper from a mobile)
Homes for Haringey Ltd
Registered company no. 5749092
Registered address:
Alexandra House
10 Station Road
London N22 7TR