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The newsletter for residents of Broxbourne Housing Association

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How we perform foryou - full report inside

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BHA AR NL SEPT11_Layout 1 21/09/2011 11:13 Page 2

Hello, I’m Pippa Gavaghan. I edit home.

This issue includes our annual report. It’s beenwritten with the help of residents and tells you howwell we are meeting our promises.If you have any ideas or stories for the next issueof Home please:l Ring me on 01992 453 778l Email [email protected] Write to: Home, Scania House, Amwell Street, Hoddesdon, Herts EN11 8TSPippa

AUTUmN

2011

Annual Report 2011 Better homes, better communities

BHA helps Olympic hopefulsA multi-national group of 6

Olympic hopefuls made

BHA properties in Cheshunt

their home this summer, as

they prepared for the 2012

Olympic Games at the Lee

Valley White Water Centre.

Organised by Hertfordshire is

Ready for Winners, the group of

paddlers are all national

champions for their country.

Babacar Daoust-Cissé, a paddler

staying at Grove House said: “It’s

really helped to have a good

place to stay and rest. This is our

first time using the white water

facilities. We’re pretty excited to

race there.”

Shoaib Gillani, a BHA Board

Member and resident of Grove

House said: “I want to be a part

of the Olympics – I like the fact

there are young and old, and

people from all backgrounds

working together for a common

goal.”

The paddlers rented rooms at

Grove House, a former

retirement housing scheme

which was no longer suitable for,

or popular with, older people.

Front cover:

Senegal champion Daoust-Cisse

Have your say

Many residents don’t see the

point of getting involved

with BHA, but Pam Evans

knows different.

“When I moved into my flat I had

heard that there were ways of

getting involved, to have a say in

the way decisions are made

about our homes. My first

thoughts were ‘yes, I bet,’ says

Pam Evans.

“However, I have had to eat my

words. BHA does take notice of all

its tenants. When you come to a

meeting you have your say, and

meet other tenants who have

similar views or different views.

And our ideas are acted upon.

There are no age limits, but it

would be great to hear from

younger tenants.

“Why not give it a go and come

to a meeting? Turn to the back

page for a calendar of events

and how to get in touch. You can

be sure of a warm welcome.”

Jean: What work were you doing

prior to being appointed?

John: Before I came to this job, I

had worked for Broxbourne

Council for nearly 20 years as

Director of Housing and

Community Care. Whereas most

staff transferred from the Council

to Broxbourne Housing

Association, there was a formal

process for appointing a Chief

Executive and I had to apply for

the job; it wasn’t a forgone

conclusion that I’d get it.

Diane: What benefits and

knowledge do you feel you have

brought to BHA?

John: Coming from the East End of

London, I grew up in the ‘50s in a

privately rented home with no

bathroom. We used to go to the

public baths once a week to

wash. My experience is in keeping

with that of many residents here

and I think it’s recognising that

everybody has something to

contribute. The work we do

shouldn’t be about ‘them and us’,

it’s just ‘us’. My experience of

working in housing has led me to

where I am and I’ve not regretted

a day of it.

Jean: What current areas of BHA’s

performance do you feel need

attention?

John: It’s really a case of never

letting up on any of what we do.

One of our five values is to be

‘excellent’ and it is up to us to get

the standard right first time, every

time. The more we make it about

the whole team rather than

individual teams, the better

chance we have of achieving

excellence.

We are constantly searching for

improvement. Before transfer, the

Council were doing a good job,

but we promised to do better and

our satisfaction figures show we’ve

achieved that.

How we engage with tenants has

changed hugely over the past five

years and I believe it’s how we

can make a difference. During

transfer, residents said that the

most important thing was building

new homes. It came in their top 5.

Considering half of tenants are of

pensionable age, it was an

example of real ‘blue sky’ thinking.

But we’ve got to balance it.

At the moment we are at a cross

roads – we have completed the

Residents Diane Smith and Jean Simpson interview John Giesen,

Chief Executive of Broxbourne Housing Association

Talking to the Chief Executive

Contents3

5 7

13

18

17

10

8

14

3 Residents interview Chief Executive John Giesen

8 Involving you

14 Better Communities

5 Highlights of the year

10 Better homes

17 Financially sound

7 National Standard, Local Deal

13 Your tenancy

18 Well run & governed

2 Annual Report 2011 Broxbourne Housing Association 3

Talking to the Chief Executive

Highlights of the year

Ricky and Rita

Dewey-Leader from

Hoddesdon were

voted Broxbourne

Housing

Association’s

Good Neighbours

for 2011.

❱

Macers Court

landscaping

completed

❱

More residents

got involved

in their

community

❱

Send and Mend

gets mending

❱

Holdbrook kids

go fishing

❱

Fishers Close

upgraded ❱

promises we made to residents

during transfer and our finances

are very healthy. But if we are to

build as many new homes as the

area needs, we will need access

to government funding. Changes

to Government funding mean we

need to involve staff and residents

and ask ‘what can we afford?

What can we do? What’s right for

BHA?’

Diane: It’s about living within your

means.

Jean: We all know about that!

Diane: How do you feel

relationships between BHA and

tenants are at the moment, and

do you have any plans to try to

improve these?

John: We’ve made huge strides in

getting people to realise we do

mean what we say about

involving residents.

When we started, our Board was

mainly male and mainly white.

Now we have a cross section of

age, gender and race. It’s not

about ticking boxes, but about

making sure the Board is

representative of our residents. I

believe that a diverse board helps

people recognise that they can

be involved if they want to be.

Jean: A lot of tenants say: “as long

as I pay my rent and get my

repairs, then I’m happy. Is that

frustrating?”

John: I think by and large, people

come along to meetings because

it’s about creating something

positive, not because there’s a

problem that needs sorting. That’s

been a huge change over the last

10 to 15 years. We want residents

to realise that we want to hear

what they’ve got to say. If we

can do something, then we try to

do it. If we can’t, we try to explain

why.

Diane: When we were with the

Council, I didn’t want to transfer, I

was happy. But BHA has proved

me wrong. I would never have

dreamed of doing something like

this – interviewing a Chief

Executive – before.

Jean: I did not agree to it being

changed to a housing association.

I had lots of reservations, but now I

am 2000% pleased.

John: But it’s two way – it’s the

relationship we have with residents

that makes what we do possible.

Diane: If I talk about something at

a meeting, 6 to 12 months down

the line we see something happen

that we started.

Jean: My neighbours brought me

along to a meeting and now I can

see where the community I live in

is going and I’m getting out to

meet people. I have a lot to

thank BHA for.

Jean: Looking at the bigger

picture with resident surveys etc.,

can it be presumed that staff at

BHA are also surveyed, and how is

staff morale – as this can impact

on the management of properties

and tenant issues.

John: Since we started 5 years

ago, we’ve done staff surveys. In

the last 2 years we’ve used the

Sunday Times Best Company

survey and have gone from a 1

star organisation to 2 stars, which

we’re very pleased with. Surveys

are good because they give us

feedback from staff and an idea

of how we compare to others.

We want to be the preferred

landlord and partner in the Lea

Valley and I think we’ve come a

long way to achieving that. If staff

feel they’re part of it and are

engaged, they achieve more. We

want staff and residents to feel

they can have their say and be

listened to.

Diane: What is BHA’s biggest

achievement?

John: I think our biggest single

achievement is engaging with

residents and the board, and

them taking us forward – nothing

else would have made the same

difference.


Sandra Royer is Chair ofBroxbourne Housing Association.She says "If you don't tell uswhat you want, we can't do it.I am really pleased so manyresidents take the time to tellus their priorities and helpedus to develop the Local Deal.Thank you."

❱

National Standards are set by the

Tenant Services Authority (TSA) to

help make sure you get a good

and fair service. The TSA is a

government body that regulates

the work of all housing

associations. The national

standards cover: the quality of

your home; value for money; your

tenancy; how we are run;

community issues; and involving

you.

We believe that value for money

should be a part of all of the

services we offer, so we have

included it in each of the other

five standards. In the following

pages we tell you what we have

done to achieve what we said we

would do.

The national standard also

required us to ask residents for

their priorities for the next 5 years

and agree a local deal with you.

Local Deal - Decided by you

Last year we held 155 meetings

with residents. Your ideas became

the Broxbourne Housing

Association Local Deal which we

published in the Spring edition of

Home.

KEY TO SYmBOLS USED

THROUGHTOUT THE REST OF

THIS REpORT

How we are doing against

our targets...

Thumbs up - We are meeting or

exceeding our target

Thumbs down - We are not meeting

our target

How we are doing compared to

other similar housing associations...

Smiley green face - We are

doing well

Neutral amber face - We are doing

as well as others

Sad red face - We need to do better

perfor edHow we

this year

What is the National Standard?

Our vision, purpose and valuesOur vision is to be the preferred landlord, employer and social business partner in the Lea Valley.

Our purpose is to be an excellent housing association, providing high quality affordable homes and

effective services that meet our residents’ aspirations.

We have signed up to work in a way that is:

collaborative + respectful +creative + reliable + excellent

Highlights of the year

National Standard

The Green Team

offers training

and work to

youngsters❱

We built 43 new

homes across

the area

❱

More than 1000 homes

have been adapted to

suit your needs

❱

The Customer

Service Team

❱

Gardening has

been actively

encouraged in

all our

schemes

❱


BHA's Angeline Welby can

answer your gardening quer

ies

Retirement scheme managerslike Wendy Sayer arrangeoutings and meetings forolder residents.

❱❱

National Standard

Answer letters more quickly.

We did

We replied to 77% of the letters we

received within 5 working days; up

from 60% last year.

Continue to develop the Customer

Service Centre.

We did

We started taking payments direct

from residents, saving you time at

the One Stop Shops. We now

arrange repair appointments at a

time which suits you.

We also deal with even more

questions within the first phone call

or email.

Arrange more informal ways to

get involved.

We did

There are now more opportunities

to get involved more informally.

We have gardening clubs,

neighbour days, estate inspections

and social committees at

retirement schemes.

Continue to involve tenants in

scrutiny in relation to the national

standards.

We did

We provided scrutiny and

governance training for the

residents’ panel. We paid for a

resident to go to a scrutiny

conference in London.

We shared good practice with

Welwyn and Hatfield tenants.

CUSTOmER SERVICE

Since we were set up in 2006, we

have been working hard to make sure

we improve each year and always

offer you a friendly and efficient

service. In our last STATUS survey, 93%

of residents said they found us helpful

when they phone us.

We promised to

Easy to accesscustomer services

Residents involved indecision making

Last year This year

The averagetime it takesus to answerthe phone is

8 seconds

8seconds

How manyletters werereplied to within 5 workingdays?

6 out of every

10

7out ofevery

10

GETTING INVOLVED

2009/10

2010/11

Total number ofopportunities to

get involved

141 155

Open meetings acrossthe borough 6 8

Residents’ Fun Day1 1

Residents’ Panelmeetings 4 4

Focus groups on topicsof interest such as

disability, anti-socialbehaviour, involving

younger residents,mystery shopping,

clear communication,and delivering a fair

service

9 26

Holdbrook Residents’Association meetings 12 12

Plus regular meetings in eachretirement scheme

“Getting involved with Broxbourne HousingAssociation can be so rewarding. It’s interesting tounderstand what’s going on behind the scenes andinf luencing it. BHA has such a positive attituderegarding residents’ views. No one’s opinions aredismissed out of hand. A diverse range of residentsattend meetings and soon become good friends.”Diane Smith

Involving you

Involve you in deciding the best

way to use our resources.

We did

We increased the community

budget from £20,000 to £75,000 -

all residents were asked to

contribute ideas for how to spend

this money through our residents’

newsletter.

We involved the Residents’ Panel

in making the decisions about

spending this budget. Residents

were consulted on local projects

like those at Fishers Close, Coopers

Walk and Macers Estate.

Encourage residents to complain!

We did

We reviewed our complaints

procedure with residents and

welcomed all resident feedback,

both positive and negative.

Use the information you have

given us to provide services that

are appropriate for you.

We did

We continuously shape services

using residents ideas, including

finding better ways to deliver

repairs; reviewing our Community

Ranger service; improving our

communications; and providing

an extra disabled parking bay at

Scania House.

Supply letters in large print

where needed.

We did

We supply rent letters, meeting

invitations, newsletters and other

letters to residents who request

large print.

A service that meetsyour needs Value for money

perfor edHow we

this year

We promised to

We promised to

We promised to

We promised to We promised to

We promised to

We promised to


We can arrange for fire

safety advice.

Faster repairs make forhappier residents

❱

❱

10 Annual Report 2011

Good quality, well-maintained homes

National Standard

Bring Grove House up to the

Decent Homes Standard.

We did

The 10-storey Grove House

needed cavity wall insulation. This

was done by using a new method

of abseiling from the roof, which

also meant we saved £35,000 on

scaffolding costs.

Do a fire risk assessment of all

properties and install smoke, heat

and gas detectors where

appropriate.

We did

We offer a free home safety

check in partnership with

Hertfordshire Fire and Rescue,

which looks at fire safety and

fitting smoke, heat and gas

detectors. Our target is to inspect

all properties on a rolling

programme.

Choose contractors who can be

flexible about when work is done.

We did

We use contractors who do not

charge extra for working out of

hours.

We have also introduced our own

inhouse Send and Mend service

for speedy and cost-effective

small repairs.

And you can now book

apppointments at times that

suit you.

Call us on 01992 453 700to ask for your free homesafety check.

Review our procedures so that we

get more right first time.

We did

From July 2010 to April 2011 we

reviewed the repairs and lettings

services. We now offer improved

and streamlined services based

on getting it right first time.

Do more to publicise the

difference between tenants’

responsibilities and our own.

We did

We have clearly identified which

repairs we are responsible for and

which residents are responsible for.

Customer Service Centre staff

have been trained so that they

know which repairs are your

responsibility. We publicised this in

the Summer edition of Home.

publicise the major works and

cyclical repairs programme.

We did

We published an update on our

major works and cyclical repairs in

our Winter 2010 residents’

newsletter.

Timely, efficient and cost effectiverepairs and maintenance

Better homes

DECENT HOmES STANDARD

A decent home is one which is

warm, weather-proof and has

modern facilities. In order for us to

make sure you live in a decent

home, we regularly check to see if

your home meets the national

standard. At the beginning of 2011

all our homes met this standard.

Since then we have checked more

homes and have found that 8

homes now need updating. As part

of our commitment to you we will

always work to make sure your

home is up to standard.

ENERGY SAVING

We use the standard assessment

procedure (SAP) to work out the

average energy efficiency of our

homes. Our SAP rating this year is

70.6. This is better than last year’s

rating. The average for other

housing associations is 68.

REFURBISHmENTS

During 2010 to 2011 we have:

✓ Installed 75 kitchens

✓ Installed 137 bathrooms

GAS SERVICING

Gas can kill. Gas appliances must

be checked every year.

Last year

This year

Gas safetychecksoverdue

4 0

“We wil l only get a better repairs service if al lresidents return their satisfaction forms.Then BHA wil l get a true picture of wherethey need to improve.” Shoaib Gillani & Pam Evans

perfor edHow we

this year




Broxbourne Housing Association 11

❱

We provide

activities

for

youngsters

who may

otherwise get

into trouble

❱

Have a full review of our lettings

process and reduce the time

properties are empty.

We did

Following a year-long review, we

have reduced the time properties

are left empty.

We are making better use of the 4

week notice period. This means

we are able to identify a new

tenant for the property before the

old tenant has moved out.

“Our new ‘House to

Home’ scheme offers

moving residents

vouchers to spend on

things like carpets,

white goods, decorating,

removals or even a

week’s rent.”

Phil Davison, Repairs Manager

National Standard

Improve the waiting time for

adaptations.

We did

The waiting time from referral for

adaptations to completion of

work has been reduced from 24 to

16 weeks. This meets the target

set following a service review.

Involve residents at an earlier

stage of setting the budgets.

We did

Residents were involved in the

repairs procurement procedure;

deciding how to spend the

£75,000 community budget; and

inviting the finance team to a

residents’ panel meeting at

budget time.

Do a full review to bring down the

overall cost of repairs.

We did

We completed a full review of the

repairs service. Through

negotiations with contractors we

have made savings in cost and

time, as well as improvements in

quality. We have also created a

new ‘Send and Mend’ service

which improves efficiency and

saves money.

A service that meetsyour needs Value for money

EmpTY pROpERTIES

On average it takes us 27 days to

get an empty property ready for

new tenants. This is about the same

as last year.

NEW HOmES

Over the last year we have built 43

homes. This is fewer than last year

because of cuts in government

funding. We are continuing to work

with Broxbourne Borough Council to

find ways to provide much-needed

new homes in the future.

Your tenancyLast year

This year

Right first time

93out of 100

89out of 100

One visit 80out of 100

80out of 100

Emergencyrepairscompleted on time

98out of 100

97out of 100

Appointmentskept

99out of 100

98out of 100

An averagerepair costsus

£134.53 £138.81

Last year

This year

Jobs carried out were satisfactory 96out of 100

97out of 100

People were polite and courteous 98 99

Contractors treated your home with care and leftthe area clean and tidy

98 99

WHAT YOU SAID ABOUT THE WORK

In 2010 to 2011 we spent £628,739.25 on 4,147 communal repairs and

inspected 12 estates with local residents, the police, fire service and

Broxbourne Borough Council.

TImELY, EFFECTIVE REpAIRS

Following a repairs service review with

residents, we have been making a lot

of changes to the way we run

maintenance.

These changes include:

l You can now book appointment

times so that the work is carried out

at a time that suits you.

l We monitor repairs based on

whether you are satisfied, rather

than on a target time.

l Our Send and Mend service is

getting small jobs done right first

time and saving money on external

contractors.

Please remember to send in a survey

after a job is done. Your comments

help us to improve. This year we have

had 2,775 replies to our repairs survey.

2009/10

2010/11

New homescompleted

61 43

New homescurrently indevelopment

43 13

making a house a home

We have completed 43 newhomes and have 13 more inthe pipeline

perfor edHow we

this year

perfor edHow we

this year


We promised to

We promised to


Work with key local organisations

to make sure we meet all aspects

of the Better Communities

standard.

We did

We worked in partnership with

Hertfordshire Constabulary to

reduce anti-social behaviour

Halloween and Fireworks Night by

over 30%.

Continue to develop our range

of positive activities for young

people.

We did

We have added the following

projects to our range for young

people:

l School gardening projects for

young people to learn

gardening skills;

l ‘The Kids are Alright’ - a project

which twins schools with

retirement housing schemes to

encourage understanding

between older and younger

people; and

l The Green Team project set up

with Groundwork Hertfordshire

to offer young people who are

not in education, employment

or training a 16-week training

programme to gain the

experience, skills and

qualifications they need to find

a job in landscaping.

Community development and co-operation

National Standard

Better communities

Keep talking to residents through

our Home Visiting project.

We did

We have recently made home

visits to residents who haven’t

been in touch with us to find out

their views on our service.

We hold Open Meetings at 3

locations twice each year so we

can tell you about any new or

changed services.

Conduct a survey of all tenants to

find out what you think we can do

better.

We did

We sent out a survey card to all

residents who benefit from our

community ranger service.

Support residents who want to

manage communal gardens

themselves by providing tools and

training for gardening clubs.

We did

BHA gardener Angeline Welby

has supported residents to set up

gardening clubs at the Springs,

St Augustines and Bakerscroft

estates. We have advertised this

initiative through Home, our

residents’ newsletter.

Get better facilities for the rangers

including a regular water supply.

We did

As well as reviewing the

Community Ranger service, we

are restoring outside water points

and taps and installing new ones.

pilot an estate skip for large items

which may otherwise be dumped.

We did

We now have a skip which is

located in rotation on 9 different

estates. This has cut disposal costs.

Clean and safe neighbourhoods

COmmUNITY pROJECTS

We have spent £130,730 on

community projects, including:

✓ paying for courses at Hertford

Regional College

✓ providing family support from

Home-Start

✓ visits to the Olympic Sites

✓ financial advice from the Citizens

Advice Bureau

✓ working with the Volunteer

Centre

✓ European Neighbours’ Day

✓ working with the HertSavers

credit union

Our community projects are

developed with residents and

based on themes agreed with the

Broxbourne Local Strategic

Partnership.

COmpLAINTS

During 2010 to 2011 we had a total

of 67 complaints, 39 of which were

found to be justified. Although this is

higher than last year, it does not

mean things are getting worse. We

have been encouraging residents

to complain because this is a great

way for us to learn and improve our

services.

This is what you complained about

Servicearea

Totalcomplaints

Numberjustified

Anti socialbehaviour

4 0

Major orplannedworks

10 9

Repairs 23 11Rents &Tenancyservices

9 7

Estateservices

17 12

Homeownership

2 1

Retirementhousing

2 0

“Broxbourne Housing Association is continuing todevelop and involve residents, including leaseholders, inlocal community projects. It is also wil ling to fundcol lege courses at Hertford Regional C ol lage. TheStraight Talkers’ work alongside BHA and there areseveral other forums and panels for al l residents toparticipate in.” Michelle Bremner & Jean Simpson

We encourage communal gard

ening

We support neighbourinitiatives

❱❱

perfor edHow we

this year

We promised to

We promised to

We promised to

We promised to

We promised to

We promised to

We promised to


National Standard

COmpLAINTS (CONT)

Because of your complaints we have

changed the way we do things. For

example:

l When we receive a complaint

about damp or mould, we

conduct a full survey before

making a recommendation.

l Many residents complained that

when their regular Community

Ranger was off work the service

went down. We are looking at

improving holiday cover.

l Before a contractor is due to

arrive at your home, our staff call

ahead to tell you when the

contractor will be arriving. Every

month we look at how this is

going, and to see how many times

an appointment was changed.

ANTI-SOCIAL BEHAVIOUR

We promise to tackle anti-social

behaviour firmly and fairly. In 2010/11:

l 658 complaints were made about

anti-social behaviour and estate

management issues like litter

and bins.

l 687 reports were resolved

(including some from last year).

l 95 out of every 100 people who

complained about anti-social

behaviour were satisfied with the

way their complaint had been

dealt with.

l 78 cases were closed, but not

resolved.

l 9 out of 10 people at Grove House

feel safer since we installed CCTV.

Good behaviour to be encouraged and antisocialbehaviour to be dealt with effectively

Rent owed toBHA, as apercentage ofrent due in theyear

2009/10

2.51%

2010/11

2.03%

RENT ARREARS

2011

Turnover: continuing activities 18,246,000

Operating costs (10,688,000)

Operating surplus: continuing activities 7,558,000

Surplus on sale of fixed assets - housing properties 318,000

Interest receivable and other income 3,000

Interest payable and similar charges (2,242,000)

Surplus on ordinary activities before taxation 5,637,000

Tax on surplus on ordinary activities 0

Surplus for the financial year 5,637,000

Source of data - Financial statements (2010/11)

This amounts to:

£16,705,000 from rents

£982,000 from service charges

£300,264 from property sales

£781,000 from other (eg letting office space)

£1,149,040 from grants

£3,609,455 from loans

This amounts to:

£3,580,271 staff

£3,762,383 maintenance

£2,214,482 services like gardening etc

£2,338,570 interest on loans

£1,700,444 central costs (offices, legal etc)

£7,633,704 major works

£1,980,938 development of new homes

£315,967 other capital

Our incomeEvery £1 we get is made up of:

How we spend the moneyFor £1 we get in, we spend:

15p loans

5p grants

1p other capital

8p development

of new homes

32pmajor works

15p staff

9pservices

10pinterest

7pcentral costs

16pmaintenance

71p from rents

4p service charges

1p property sales

3p other

Here is information about our financial

position. Our accounts are audited

independently. For the year to 31 march

2011 they were approved by the Board

on 19 September. Our summary is below.

We have enough funding to deliver all of

our promises to tenants and to meet our

business plan targets. Our financial

performance meets the agreement we

have made with the bank.

Our balance sheet can be found at

www.broxbourneha.org.uk/publications.

html or you can get a copy by ringing

the office on 01992 453 700.

Financiallysound

perfor edHow we

this year

Our tenancy support team has

provided support to 397 households

and has secured nearly £25,000 in

benefits and grants for residents.


Continue to comply with all

aspects of this standard as it

relates to anti-social behaviour.

We did

We have developed our safer

communities and tenancy support

team.

Team members have been

trained to deal with domestic

violence and to support victims of

crime, as well as in alcohol

awareness and parenting. We also

have a new Family Intervention

Worker.

Continue to develop our range

of positive activities for young

people.

We did

We work in partnership with:

l Hertfordshire Fire and Rescue,

on the LIFE Project. This engages

young people, giving them a

chance to learn to work as

a team;

l the crime reduction charity

NACRO to provide play

provision at Holdbrook and

Macers Estate;

l Broxbourne Council to provide

Play Rangers at Holdbrook and

Macers Estate; and

l Turnford School providing Friday

Night Footbal.


Many thanks to Frank Walld

er

(left), who stepped down i

n 2010;

and welcome to Shoaib Gill

ani

(right) who has joined us.

We work with partners likethe HRC to provide residentswith more opportunities.

❱❱

National Standard

Broxbourne Housing Assocation is:

l A registered housing provider

l An Industrial and Provident

Society with charitable

objectives

l Registered with the Financial

Services Authority, (registration

number 29876R); and the

Tenant Services Authority

(registration number L4455).

We have adopted the National

Housing Federation’s Excellence in

Governance code and we abide

by the rules of the Charity

Commission.

We comply with all aspects of the

Governance and Financial

Viability standard. To make sure

that we continue to do so, we

have carried out a

comprehensive review of how we

are run.

An accountable board

We have a strong Board of 10

members and 3 co-optees. These

people have the knowledge, skills

and experience to lead the

association. Its main purpose is to

protect the Association from any

risks which could damage its

reputation, its finances, or the

services it provides. The Board

currently includes 4 residents.

We provide regular training for all

board members and a

development programme for

potential Board members.

Board membership

Every Board member place

comes up for selection every 3

years, on a rolling programme.

This means we do not change

the whole Board every 3 years,

there is always some consistency

and some newcomers with new

ideas.

Sandra Royer - Chair

Eric Xuereb - Vice Chair

Malcolm Aitken

Tanya Alexander

Mike Curtis

Karen Forbes-Jackson

Stewart Heath

Shoaib Gillani (joined September 2010)

Pat Milner

Paul Seeby

Mary Stevenson

Frank Wallder (stepped down

September 2010)

Co-optees

Co-optees take part in discussions

and most decisions.

Pat Milner

Lydia Hirst

Christine Mitchell

Anne Shearman

Operations Committee

Pat Milner – Chair

Eric Xuereb – Vice Chair

Stewart Heath

Tanya Alexander

Resources Committee

Karen Forbes-Jackson – Chair

Christine Mitchell – Vice Chair

Mary Stevenson

Malcolm Aitken

Audit committee

Mike Curtis – Chair

Anne Shearman – Vice Chair

Paul Seeby

Shoaib Gillani

Remuneration committee

Eric Xuereb – Chair

Sandra Royer – Vice Chair

Karen Forbes-Jackson

Christine Mitchell

Well run and governed

The senior team

Paid people who are

responsible for the day to day

running of the organisation.

John Giesen

Chief Executive

Ken Goodsell

Deputy Chief Executive

& Company Secretary

Anna Knight

Director of People and

Community Development

Steven Tarry

Director of Development

& Property Services

Simon Walton

Director of Housing Services

paul Williams

Director of Resources

The Board Who we are

“With help from partner organisations, residents,board members and staff, we have made steadyprogress. We delivered our promises and now we areready to make a new one – we promise that with yourcontinued support we wil l achieve excel lence in al l ofour housing services.” Sandra Royer, Chair of the Board


home is printed and published by: Broxbourne Housing Association, Scania House, 17 Amwell Street, Hoddesdon, Herts EN11 8TSTel: 01992 453 700 • email to: enquiry@ broxbourneha.org.uk • for more information seewww.broxbourneha.org.uk

Write or visit

Broxbourne Housing Association

Scania House,

Amwell Street,

Hoddesdon,

Herts, EN11 8TS

phone

Customer Service Team:

01992 453 700

Out of hours emergencies:

01992 639 561

Freephone repairs line:

0800 107 0712

Freephone from the Council’s One

Stop Shops

E-mail

[email protected]

Visit our website

www.broxbourneha.org.uk

Contact us

Tuesday

4 October

Holdbrook Residents

Association meeting, 7

– 8.30pm, Holdbrook

Community Centre

For 12-19 year olds

Friday Night

Football

7 – 8pm at the Astro

pitches Turnford School,

Mill Lane, Cheshunt. For

info: 07974 262 875

Wednesday

5 October

Lawrance Gardens

Community Audit,

4pm, car park at the

back of the shops

Thursday

13 October

Disabilities forum, 3 –

5pm, Scania House

Open meetings

12 October

6.30pm, Scania House

13 October

10am, Lee Valley White

Water Centre

14 October

2.30pm, Wormley

Community Centre

monday

17 October

Repairs Panel, 6 –

8pm, Scania House

Wednesday

26 October

Fishers Close

community audit,

4pm, outside block

1 – 39

Tuesday

1 November

Holdbrook Residents

Association,

7 – 8.30pm

For 12-19 year olds

Arts, crafts, games

with Play Rangers,

Holdbrook play area on

Monday and Friday;

Macers kickabout court

Tuesday and Thursday.

From 3.30pm. For info:

01992 785 574.

Wednesday

2 November

Residents Panel, 2 –

4pm, Scania House

Wednesday

2 November

Sandringham Road

& raglan Ave.

community audit,

4pm, outside

Highgrove Court

monday

7 November

Board meeting

(please call to reserve

a place), 6 – 8pm,

Scania House

Thursday

10 November

Diversity Open forum,

2.30 – 4pm, Scania

House

For 12-19 year olds

Football,

basketball,

multisports

NACRO XS events in

Canada Fields, Wormley,

Old Highway. For info

01992 785 555 ext 5908.

Wednesday

30 November

Coopers Walk

Community audit,

4pm, outside Douglas

House car park

Tuesday

6 December

Holdbrook RA, 7-

8.30pm, Holdbrook

community Audit

Wednesday

7 December

Groom Road

community audit,

4pm, outside

Blackwood Court

CALENDAR OF EVENTS

WEEKLY

WEEKLY

WEEKLY

To help you attend any of these events, we will pay fortransport and/or carers if you provide a proper receipt. pleasering Adriana on 01992 453 774 to book your place, so that wecan make sure there are enough chairs and refreshments.

CalendarReward offered if

you bring someone

who has never been

to a meeting before!

For details call peter

on 01992 453 776.

Find out more about us...

Our website www.broxbourneha.org.uk

The Tenants’ handbook

Information leaflets

Home newsletter for all residents

My Home newsletter for leaseholders

Residents’ meetings: all meetings are publicised in Home.

Information can be provided in large type, CD, by email or

translated into other languages.

Contact us:

If you need to understand this information please call01992 453 700 / 0800 107 0712

home is printed and published by: Broxbourne Housing Association, Scania House, 17 Amwell Street, Hoddesdon, Herts EN11 8TSTel: 01992 453 700 • email to: enquiry@ broxbourneha.org.uk • for more information seewww.broxbourneha.org.uk

The Customer Service Centre at

Scania House is open monday -

Thursday 8.30am to 5.30pm and

Friday 8.30am to 5.00pm. Except

for the last Thursday in the

month, when it closes from 2-

3pm for staff training.

We also have a home visiting

service for residents who would

prefer a housing or maintenance

officer to call. These can be

arranged by phone on:

01992 453 700.

AUTUmN

2011

Customer Service Centre:

01992 453 700Out of hours emergency:

01992 639 561Smell gas:

0800 111 999

Contact us 24 hours

a day, 7 days a week

via our website:

www.broxbourneha.org.uk

Don’t forget you can ring us FREE from a landline by ringing...

Hard to read?

Opening hours... Useful phone numbers...

Translation services...

Rent query?

0800 107 0713Need a repair?

0800 107 0712

☎

If you or someone

you know needs

this newsletter in

large print or on

CD, please call

01992 453 700.

*Calls are free from a landline, but you may still be charged if you

are calling from a mobile phone.

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