or - Irwell Valley Housing Association

Transcription

what’s that got
to do with housing?
Customer
Annual
Report
2014/15
1
click or drag
to turn pages
creating fantastic
places to live
and work
0161 610 4574
2
c
e
k
contents
Page
Introduction4
What’s that got do with housing?
5
Diamond Service
6
Golden Foundation
8
Apprentices10
Supporting our Customers through Welfare Reform
11
Supported Housing
12
Valuing our Customers
14
Value for Money
16
5Zeros17
Last years’ performance
18
Repairs and Maintenance
21
What are we doing next?
22
More information
23
3
supporting our customers
and recognising and
rewarding their loyalty
Introduction
Through 2014/15 we’ve continued with our theme of supporting our customers
and recognising and rewarding their loyalty. We’ve continued to do this through
Introduction
What’s that got do
with housing?
Diamond Service
Golden Foundation
Diamond Service, building on its success and providing initiatives to support our
customers through Welfare Reform changes; gaining access to education and
training opportunities; and helping our customers access the internet through our
digital inclusion work.
Apprentices
Supporting our Customers
through Welfare Reform
Alongside this, we are investing in our homes and neighbourhoods, defining and
building on our “Irwell Valley Brand”. This can be seen in the many community
Supported Housing
projects we have undertaken to enhance and elevate our neighbourhoods,
creating places that customers can be proud of.
Value for Money
5Zeros
To enable us to provide these services we have to make sure that we are an
Last years performance
effective and efficient organisation that responds to opportunities and makes the
best use of our available resources to grow our business.
More information
We want to make sure that everything we do adds value, especially for our
customers. Calculating the return on the work that we do has been a key focus
over the past 12 months.
4
s
d
y
we are not afraid
to do things differently
What’s that got to do with housing?
At Irwell Valley we are not afraid to do things differently. We are often asked
“what’s the point in that?” This question is normally followed by “Why reward your
customers for doing what they should do?” “Why take over a library?” “What’s
the point in a bandstand?” and our favourite “What have chickens got to do with
housing?!”
These are all good questions and we ask ourselves the same questions – it really
has everything to do with housing! This year we have really focussed on making
sure that the financial value behind the stories provides us with the same answer.
For example, we’ve invested in Information Technology to help us calculate
the return we get on the money we spend and to help us to prioritise where
future money needs to be spent on our homes. Alongside this we have also
developed a way of calculating the ‘social value’ of what we do. For every £1
we spend on chickens; bandstands; education and training – we now know the
value that this puts back into our communities. We can now identify how many
£s are saved elsewhere by Irwell Valley customers; the taxpayer and other
agencies such as the NHS.
To find out more about how we’ve been doing this, please read the highlights
contained in this report.
5
designed to give the best
service and rewards to our
best customers
Diamond Service
Integral to the way that we provide value is Diamond Service. Over 350 Diamond
Service customers have shared in a prize fund of over £250,000 since its launch in
Introduction
2012.
with housing?
Diamond Service
Golden Foundation
Diamond Service is designed to give the best service and rewards to our best
customers.
Apprentices
Supported Housing
Value for Money
5Zeros
More information
Benefits include:
• A weekly prize draw sharing £2,000 each week (one top prize of £1,000
and two runners up prizes of £500 each)
• Planned improvements for Diamond Service members only
• An excellent responsive repairs service with an Unconditional Service
Guarantee
• Eligibility for housing transfers
• Access to Education & Training and Back to Work Grants.
6
t
r
s
for every £1 spent,
we get £9 of ‘social
value’ back
Through looking at how we achieve value, Diamond Service can be seen to go so
much further than just the immediate benefits to our customers.
For example, the social value can be defined in ways such as customers gaining
employment and reducing their reliance on welfare benefits and through their own
personal health and wellbeing. This in turn saves money for the health service.
The social impact of just one element of Diamond Service, the Education &
Training and Back to Work Grants, provides £176,256 of social value for just
£19,000 actual spend. This provides an amazing ratio of spend to social impact
of 9:1 (for every £1 spent, we get £9 of ‘social value’ back).
The “knock on” effect of Diamond Service continues to make us proud to offer
these fantastic benefits to our best customers, helping us to contribute to the
wider community and the economy.
7
enhancing the
community in which our
customers live
Golden Foundation
Since 2009 the Golden Foundation has been providing essential funding to
“enhance the community” in which our customers live. Last year alone, 21
Introduction
with housing?
applications received over £71,000 in funding – this was received by a wide range
of community initiatives across our neighbourhoods.
Diamond Service
Golden Foundation
Apprentices
Recent funding includes a workshop at Greenbank – a specialist support and
accommodation service for young, single homeless people, aged between 16
and 19. The workshop has helped the residents expand on the projects that
were already taking place, from bike repairs to gardening activities, extending the
Supported Housing
opportunities to increase resident’s skills and creativity, learning valuable technical
and team building skills along the way.
Value for Money
5Zeros
More information
8
e
r
e
provided learning
experiences outside of
the general curriculum
Other funding includes money for the Sunning Hill Eco Club, Bolton – a team of
8-10 year olds who have already taken part in community events to improve the
cleanliness and safety of their community. The pupils have used their funding to
create a community garden between their school and the back of Hopefield Street
to brighten the area and deter litter and fly tipping. The garden has improved the
space for the children and for local residents and provided learning experiences
outside of the general school curriculum within the local community.
Once again, the “knock on” effect of these valuable projects is significant and
impacts on both our own customers and their wider community.
9
a fantastic success with
some colleagues finding
permanent employment
Apprentices
The value of our apprentice scheme is an area that we have assessed through the
year. For every £1 spent on providing an apprenticeship opportunity we get back
Introduction
£3 of social value.
with housing?
Diamond Service
Golden Foundation
Apprentices
By the end of March 2015 we were providing a total of seven apprenticeship
opportunities. These ranged across activities including IT; Repairs and
Maintenance; Customer Services and Human Resources. These have been a
fantastic success with some colleagues finding permanent employment with us
and gaining valuable skills, experience and training to gain employment in the
Supported Housing
future. Max Spencer, currently completing an apprenticeship opportunity with our
IT team said:
Value for Money
5Zeros
“Undertaking an apprenticeship within Irwell Valley has been great! I have been
able to learn lots of new skills whilst being paid and also I have been able to get
used to the working environment. This has helped me come out of my shell and
make new friends. Irwell Valley has also put me through college to re-take my
More information
English & ICT exams. This was great for me as I was not too confident sending
emails or creating spreadsheets, but now I think I am a bit of a whizz on it!
Overall, I believe my apprenticeship has helped me with many things, such as my
confidence, time keeping and motivation.”
10
h
g
t
committed to
increasing customer
access to the internet
Supporting our Customers through Welfare Reform
Helping our customers to navigate through the effects of welfare reform has
become an everyday activity for our colleagues. We are pro-actively helping our
customers to understand the changes to their benefit entitlement and to manage
the introduction of Universal Credit.
We have a Debt Prevention Officer and we have also introduced a dedicated
colleague to assist customers to apply for Universal Credit which has to be
completed over the internet. Many of our customers do not have access to the
internet and sometimes they don’t have the knowledge of how to do this either. We
are committed to increasing customer access to the internet and have installed
OLIV (on-line with Irwell Valley) to over a dozen Irwell Valley customer access
points.
Taking this further, we are piloting a project in the newly renovated Magnolia Court
in Sale to provide Wi-Fi services to customers living there. Predictive assessments
suggest a significant social return of £12 for every £1 spent.
11
aimed at supporting
customers to re-gain their
independence
Supported Housing
This year we have taken the opportunity to look closely at the fantastic work of
our Supported Housing team and the amazing customers living in our Supported
Introduction
Housing schemes.
with housing?
Diamond Service
Golden Foundation
Apprentices
Supported Housing
Without these schemes, many of our most vulnerable customers would be
homeless or living in very unsuitable accommodation. Customers from these
schemes agreed to share their stories for our ‘Real lives, real stories’ booklet
which looks closely at the success rate of the schemes aimed at supporting
customers to re-gain their independence and in most cases, move-on into
independent living.
Value for Money
Matt tells his own story – the full booklet can be found on our website
5Zeros
(click here).
More information
12
g
r
e
colleagues helped him
become remarkably
independent
Matt’s story
“Being here has definitely helped me. More than anything it’s helped me make
friends. It was hard for me before; I feel much better now that I have people to talk
to,” said Matt, aged 20. Matt moved into Queensberry Place in December 2013
after life at home with his parents became too much of a strain for him.
Matt has cerebral palsy and requires a significant amount of care, but Irwell Valley
colleagues have helped him become remarkably independent since moving into
Queensberry Place.
“My carer comes four times a day, and they stay with me overnight, but I’m still
really independent. I just get the help I need. At weekends I like to go out and
see my friends. In my spare time I DJ. When I leave here I want to look for some
volunteering work, ideally DJ’ing, but we’ll see what comes up. I’m sure I’ll miss all
of the friends I’ve made here, but I’m definitely ready to live on my own now.”
13
a vital source of
customer feedback to our
Board of Management
Throughout the year customers have continued to provide feedback and shape
our services through social events; customer surveys and through a variety
Introduction
with housing?
Diamond Service
of involvement groups. These groups have undertaken a number of activities
throughout the year including Mystery Shops, provided advice on policies and
procedures; in tendering new contracts and scrutiny reviews.
Golden Foundation
Apprentices
Our Resident Scrutiny Panel is now in its third year and is a vital source of
customer feedback to our Board of Management. Chaired by customer and Board
Member Janet Benzie, the group meet on a quarterly basis and undertake scrutiny
Supported Housing
reviews as chosen by the Panel and by our Board. With recommendations made
directly to our Board, the group have so far undertaken the following reviews:
Value for Money
•Planned Maintenance
5Zeros
•50Plus
•Ground Maintenance & Window Cleaning
•Measuring Customer Satisfaction
•Same Day Re-lets
More information
14
f
r
t
shaping services
through feedback
Janet Benzie, Chair of Residents’ Scrutiny Panel says about being a member:
‘Residents’ Scrutiny Panel is a fantastic way of getting involved with Irwell Valley. The
Panel scrutinises customer facing services. We meet on a quarterly basis looking at
reports and scrutinising data. In addition, we carry out two scrutiny reviews per year.
During these reviews we carry out various tasks such as job shadowing, mystery
shopping, interviewing, telephone surveys, good practice visits and benchmarking.
A report is then submitted to the Board of Management with our recommendations
for improvement. I feel we play a vital part in shaping Irwell Valley’s services. It’s also
a great way of meeting other customers and Irwell Valley colleagues.’
To find out more about the work of the Residents’ Scrutiny Panel (click here)
or contact Zarina Chowdrey on 0161 610 4574. Please also contact Zarina if you
are interested in becoming a member of our Residents’ Scrutiny Panel or any of
our other customer involvement groups or involvement opportunities. Regular
involvement opportunities include:
•Customer Auditors / Mystery Shoppers
•Disability Advisory Group
•BME Advisory Group
•Speak Up (Youth Advisory Group)
•Designated Tenant Panel (Complaints Review)
15
last year we achieved
efficiency savings
of £886,000
Value for Money
Each year we set ourselves a target to achieve savings whilst aiming to maintain
or increase customer satisfaction.
Introduction
with housing?
Diamond Service
Last year we achieved efficiency savings of £886,000, against a target of
£565,000.
Golden Foundation
Apprentices
We use the money we have saved to re-invest in things that are important to our
customers.
Supported Housing
To find out more about how we achieve Value for Money and our performance,
please see our Value for Money Self Assessment document on our website
Value for Money
(click here).
5Zeros
Customers are also encouraged to make money saving suggestions through our
website (click here).
More information
16
d
s
0
investing more of
our energy into
adding value
5Zeros
All colleagues work towards achieving our 5Zeros:
•Zero Unnecessary Repairs
•Zero Customer Dissatisfaction
•Zero Re-let Days
•Zero Rent Arrears
•Zero Colleague Sickness
We believe that the more efficient these processes are, the less time we need to
spend doing these activities and we can invest more of our energy into adding
value to our services as detailed in this report.
17
always striving for
improvement
Last years performance is shown below:
2015
Introduction
Rent Arrears (Current General Needs Customers)
£498,803
with housing?
Turnaround time (General Needs)
0.35 days
Diamond Service
Golden Foundation
Apprentices
Customer satisfaction
82%
Total number of lets
784
Repairs undertaken
18,528
% of emergency repairs completed in response times
100%
% of urgent repairs completed in response times
95.1%
% of routine repairs completed in response times
97.6%
Supported Housing
Value for Money
5Zeros
More information
Formal complaints logged
20
Complaints investigated by the Housing Ombudsman
0
% short term colleague sickness absence
18
0.44%
r
t
working hard
to be better
2014
2013
£522,179
£443,000
0.95 days
1 day
92%
92%
747
651
16,857
16,661
99.9%
99.3%
95.5%
98.2
98.1%
98.7%
33
22
0
0
0.39%
0.46%
19
always striving for
improvement
We continue to let the majority of our General Needs homes in under one day and
following a dip in rent arrears performance last year, this year has seen a decrease
in arrears despite the continued pressure of Welfare Reform measures on our
customers.
Introduction
with housing?
Diamond Service
Golden Foundation
Apprentices
We continue to attend to repairs in a timely manner, even though there has been
a rise in the number of repairs completed. No complaints were referred to the
Ombudsman and the number of formal complaints also decreased. Colleague
sickness absence also remains extremely low.
Supported Housing
Value for Money
5Zeros
More information
20
r
t
working hard
to be better
In 2014/15 we increased our investment in our homes to ensure our ‘best
customers’ receive the very ‘best services’. We significantly increased our capital
budgets, to include refurbishment programmes at our 50Plus homes to make sure
that these remain a popular choice for older people and allow the possibility of
inter-generational living in the future.
In addition, we also increased investment in our kitchens, bathrooms, windows
and doors programmes for our Diamond Service customers. Environmental
budgets were also increased, focusing on reducing our carbon footprint and
increasing recycling. Combined this brought the total home investment budget to
over £21m [increased from £17m last year].
Adamas, Irwell Valley’s in-house maintenance company, continues to perform
well, leading on all responsive and empty homes repairs, whilst also increasing
planned programme work to 30% of the budget. In 2014/15 Adamas achieved
profits of £328k, whilst also delivering high quality and cost-effective services
[benchmarked via Housemark and ongoing frameworks/tenders]. The profit
achieved in 2014/15 will be used by Irwell Valley to further invest in our homes in
future years.
21
our priorities
for 2015/16
There are many projects already happening in 2015/16. Here are some of our
priorities this year:
Introduction
with housing?
Diamond Service
Golden Foundation
Apprentices
Supported Housing
Value for Money
5Zeros
More information
•Growing our assets by buying new
•Continue to grow Adamas to take on
homes and pursuing development
more planned work whilst ensuring
opportunities in areas of high
Irwell Valley achieves value for money.
demand.
•Continuing to meet the requirements
•Continuing to invest in our homes
and communal areas, cementing our
“Irwell Valley Brand”.
•Continuing to identify and measure
the “social value” of what we do.
•Continuing to offer apprenticeship
opportunities across a range of Irwell
Valley teams.
•Increasing customer access to the
internet.
22
of our Regulator.
•Continuing to have a robust Board
of Management and governance
framework in place.
s
6
more
information
If you would like any further information about our performance
for the year, please contact our Strategy and Assurance Team
on 0161 610 4796 or email [email protected]
Irwell Valley Housing Association
5th Floor
Paragon House
48 Seymour Grove
Manchester
M16 0LN
23
www.facebook.com/irwellvalleyha
www.irwellvalleyha.co.uk
www.twitter.com/irwellvalley

or - Irwell Valley Housing Association

Transcription

Similar documents

Diamond Club - Seattle Mariners

estate jewelry sale

Insuresoft Website

HANDYMAN SERVICES - Trailboss Solutions

Adobe Acrobat File : MANGARIS DIAMOND

DeSilver, Albert_Bylined - Expert Reports

Ava-Maria Iesha Thomas - Coady International Institute

Website page_GearUp Accessories Catalogue all Product

China Diamond Exchange Center PDF