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Annual Report

This report provides information for our tenants around how we meet theregulatory standards and our Local Offer. It also demonstrates how CHA hasprovided opportunities for tenants to scrutinise performance and how we havemade use of external validation through peer review and benchmarking. Mycomments aim to support how we have met the Governance and ViabilityStandard set by the Regulator.

The Association continues to embrace change in order to keep pace with the fast movingoperating environment. This year we have streamlined our structure following the departure ofthe Housing Services Director and consolidated staffing by recruitment of permanent posts toreplace temporary or consultancy staff, this has been welcomed by staff and our tenants.

We have also moved forward with our governance arrangements. This year the Board hasadopted the 2011 NHF rules, considered the new regulatory framework introduced by theHomes and Communities Agency and strengthened its appraisal process. Changes tomembership of the Board have led to a recruitment exercise and a prospective member, anaccountant experienced in our sector, is shadowing the Board at the moment.

The Board has taken a strong interest in the likely impact of WelfareReform for tenants and the organisation as a whole. It has agreedthat CHA will be proactive in finding solutions for tenants wherepossible and has agreed some initial changes to our allocationspolicy which allow us to consider the welfare reform implicationsfor our tenants.

Benchmarking reports demonstrate CHA performance is above thenational average in many areas. The strong performance in incomemanagement and the work already done to prepare for the changes

coming out of welfare reform will assistthe Association in dealing with externalpressures that will inevitably impactupon the business in the nextfinancial year.

In 2011 Community Housing And Re-enablement Team (CHART)celebrated its 10th anniversary and in this special year, and upagainst some very worthy competition, the team won the prestigious“Mersey Care NHS Trust Team of the Year Award”. They alsoproduced a special commemorative booklet that recorded some of

the team’s achievements over the last decade.

Chairman's Review

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Meeting Standards

CHA performanceis amongst thebest in the sector.

This includes thelargest andsmallest housingproviders inEngland

The updated staffing structure provides stability and greater strength to CHA.The Association’s work on values has been embedded and we have introducedrevisions to the appraisal process that will ensure our values stay at the heartof all we do.

Using Skills and Projects, an affiliate of Housemark, we continue to benchmarkour performance with other small providers and can also compare how wemeasure up across the sector in a number of areas. Overall performance is very

good and compares favourably when benchmarked against our peers and the sector as awhole. The charity shop also continues to demonstrate improving performance despite thedifficult economic operating environment.

The new website provides an additional resource to our customers and partners as well asadding strength to our communication framework. We have engaged with social media enteringthe world of Twitter to enable faster communication to our followers and also delivered some ITtraining for a number of tenants as a small step forward towards digital inclusion.

We completed refurbishment works to the charity shop and alongside this, a review of Healthand Safety practices. This has provided a more pleasant, improved and safer working andshopping environment. The shop also gained greater visibility via the CHA website and hasestablished its own eBay account where it can maximise the sale value of special interestgoods. Proceeds from the shop have provided support to a range of community activities.

The Association is committed to equality and diversity and the tenant survey will enableanalysis of views across our diverse customer range. It will be particularly helpful in assessingany specific issues raised by supported clients (12% of our tenants).

CEO our organisation

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Doug Mellor Retires after 27 yearsIt is certainly the end of an era and we all feel a great sense of sadnessthat Doug has decided to retire from CHA. Without his endless skills,dedication and commitment, the organisation would not be as strongand valued as it is today.

His calm and caring attitude has supported many tenants, staff, boardmembers, and even partners over the years. Doug will not sit idle inretirement we know how he loves the outdoors and he also has a longlist of DIY jobs at home that will keep him busy for at least a decade. He will always bewelcome at CHA and we all wish him well in the future.

CHA tenants work extremely hard with staff to understand and influencehow we determine and deliver our business objectives. They engage in anumber of areas, for example each year tenants attend CHA’s annual

business planning event where they are involved in setting strategy and havethe opportunity to influence key business activities. Tenants also attend theregional tenant conference organised byNWSTAND, the training arm of a collaborationof smaller community housing associations,across the North West.

The tenant Scrutiny Panel takes an in depthlook at how services are provided and how theyare operating. This year it has focussed on theLocal Offer with a particular interest in theprovision of communal services. The panel has

been taking action to contact tenants who have received repairsor received communal services, but who have not completed asatisfaction questionnaire. The results of this exercise togetherwith the information we have formally received will beanalysed and where possible used to improve the services weprovide. The panel continues to develop and is gaining inconfidence. New members have recently joined and this has

provided a good opportunity for the panel to revisit its terms of referenceand consider a more formal approach as to how it sets its objectives.

Tenants receive performance reports andinformation regarding CHA activities and can challengeand debate issues arising from these reports.

We have developed a ‘you said we did’ feature in ournewsletter and provided a ‘contact us’ feature on ourwebsite. Newsletters regularly include articlessubmitted by tenants.

We introduced the Local Offer to tenants in April 2011and we will review it this year in consultation with theScrutiny Panel to ensure that it continues to addresstenant’s priorities.

Our Tenants and their Homes

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81% expressed apositive viewwhen asked ifCHA listens totenants’ viewsand acts uponthem

Meeting Standards

CHA has organisedtraining fortenants in a rangeof areas includingTenant Scrutinyand InformationTechnology

Meeting Standards

Tenants engage atmany levels, Board,Scrutiny Panel,Tenant’s AdvisoryPanel, the BusinessPlanning Away Day,the Annual OpenMeeting, Board SubGroups...

MeetingStandards

The Scrutiny Panelcontinues toreview communalservices to ensurequality and valuefor money.

We have complied with allaspects of our Local Offer inrespect of Tenant Involvement,

Your Home and Your Tenancy andthese can be evidenced in ourregular reports to Board, ScrutinyPanel and Tenants Advisory Panel.However performance in respectof Neighbourhood Plans and communal services provision is belowthe targets agreed. Specifically tenantsatisfaction with gardening, communal andwindow cleaning have consistently beenbelow the 98% target levels. Despite takinga range of actions to address this we have

seen only marginal improvement and we continue to work with theScrutiny Panel to address this.

Welfare Reform was identified as a key business driver at this year’sbusiness planning event. We have taken steps to ensure that wemaximise our assets and wherever possible do not under occupy stockfor new lettings. We have contacted existing tenants who are likely to beaffected so that they can fully understand the implications and talk through the options theymay have.

The Association met its nominations agreement with Sefton Counciland also served the needs of existingtenants where it was possible to meet theirrequest to transfer to another home. Thiswas particularly important where the moveaddressed under-occupation and helped usto maximise the use of our assets.

Investment works were escalated during theyear in anticipation of the Energy EfficiencyProgramme (EEP) which was beingconsidered by the Association. The EEPwas due to attract significant grants and

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94% of tenantsexpressed apositive viewabout theservicesprovided by CHA

91% expressed apositive viewabout thequality of theirhome

Meeting Standards

Continuing toinvest in yourhomes is a keypriority. Last yearwe spent more onimprovements toyour homes thanthe average for thesector.

Meeting Standards

We demonstratedimprovedperformance in allrepair categoriesand exceeded theaverage for thesector

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loans and it is very disappointing that despitebeing progressed to an advanced stage theprogramme has not proven possible to deliver.As a result of the significant investmentalready made in our stock together with theimpact of implementing depreciation asrequired by changes to component accountingthere has been a reduction in theAssociation’s surplus position. Steps to startactively rebuilding the surplus will be takenduring 2012/13.

CHA continues to offer the most secure formof tenancy available. Rent is a critical factor

for tenants and ourannual rent increase at 5.1% complied withregulatory guidance. Even with the increase,our rent levels are below average levels for

the sector.

CHA minimises rent loss through letting voidproperties promptly, with turnaround of lettingsaveraging 17.9 days last year compared to thenational average of 26.5 days. This combinedwith an effective income management procedurehelped to reduce our rental income losses to lessthan half of the sector average.

The Association continued its partnership in theFuture Jobs Fund and alongside Sefton Councilrecruited a further two trainees for the charityshop. A vacancy became available in the shop

during the year and this position was filled by a Future Jobs Fundparticipant. CHART also continues to provide training placements forsocial work students.

All stock meets the Decent Homes Standard.

91% are satisfied thattheir rentprovides value formoney

86% are satisfied thattheir servicecharges providevalue for money

Meeting Standards

Value for Money

We seek tomaximise rentalincome through afirm but fairapproach to rentcollection. Last yearwe collected100.16% of rent due

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There is no waiting list for adaptations. There were no evictions duringthe year.

The Association has developed a recycling scheme that salvagescomponents for re use in respect of heating repairs and works toexternal fabrics of buildings in the conversation area. This is provingvery successful in terms of reducing the costs of expensivereplacements and the time spent sourcing suitable materials thatmaintain the architectural integrity of buildings. It has also improvedthe speed at which repairs are completed.

Alongside our significant improvement works we introduced a moreefficient entry system to our flats and installed a number of rain water collection butts. Thesewill reduce water services costs for tenants and streamline access to properties for contractorsthereby improving repairs delivery.

Tenant Survey ResultsWe have just received the results of our 2012 tenant survey. Tenant satisfaction with ourservices is tested in a variety of ways throughout the year. However this survey, following thenew STAR framework, provides us withvaluable feedback from a high concentration oftenants at a single point in time. Every tenantwas invited to take part in the survey and we

are delighted to reporta 61% response rate.The results areextremely positive anddemonstrate CHAperformance in theupper quartilenationally in six out ofthe seven STAR areas.In the 7th area wemissed the upperquartile by only 2% .

93% of respondentsexpressed apositive viewabout the repairsand maintenanceservice

245 tenantsresponded to thesurvey giving aresponse rate of61% - ourhighest since2005, thank youfor giving yourtime to tell uswhat you think

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CHA staff and Board members are actively involved with a range of community partners andstatutory agencies including the Crosby Area Partnership, Sefton MBC, Sefton PCT, Friends ofGroups, Waterloo Traders, Waterloo and Seaforth Resident Groups, Sefton Womens andChildren’s Aid. To facilitate local groups and partnerships CHA provides meeting facilities forpartner meetings.

CHA works closely with the Local Authority and has taken the lead in re establishingneighbourhood walkabouts with the community and other local partners. The group identifiesissues and seeks solutions to address these from a multi agency perspective.

Once again the Association coordinated communityChristmas celebrations in Seaforth and Waterloo.CHA led the events with each culminating in a grandChristmas lights switch on by the Mayor of Sefton.Community performances from local schoolchildren,choirs and dancers together with a range of stalls andfood from local restaurants, made the events specialfor the hundreds of people attending.

In December 2011 Mandy Elliott, Chief Executive ofCHA was elected chair of the National HousingFederation (NHF) the national group for smallhousing providers. TheAssociation continuesto take a lead role inthe NHF North WestCommunity HousingForum and is workingtogether with its small

housing association partners, through (NWSTAND) to delivertraining courses tailored to its needs. As in previous yearsNWSTAND can report high satisfaction with the three keyconferences delivered during 2011-12 and also the high qualityWelfare Reform training it developed for staff.

Working with partners, CHA led on the development of anarea strategy for Seaforth and Waterloo. The Waterloo

Partnership working – Community and Neighbourhood

Meeting Standards

In order to identifycommunity concernswe lead regularneighbourhoodwalkabouts withcommunityrepresentitves,councillors and otherpartner agencies

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element of the strategy has taken awelcome step forward over the lastcouple of months with a Waterloo

bid to become a "Portas Pilot", acompetition to secure up to £100,000of funding, launched by retail guruMary Portas, and Local GovernmentMinister Grant Shapps. Although thebid was unsuccessful the partnershipis confident that the progress madehas helped to take the strategy to thenext stage and provides a platform upon which to build.

CHA took the lead in providing a written response on behalf ofour local community to the Peel Holdings Port Expansion Planconsultation.

CHART is hosted by CHA and isfunded externally through theDepartment of Health and the localauthority. The team continues toprovide a valuable service to MerseyCare NHS Trust, HealthCommissioners, the Local Authorityand housing providers by helpingpeople with severe and enduringmental illness across Sefton.

Working with Health Commissioners,the new manager of the team hassecured agreement together withadditional funding to expand theteam’s role outside of Sefton and intoKirkby for a period of twelve months.From June 2012 additional staff havebeen recruited for the pilot project.

87% expressed apositive viewabout theneighbourhoodin which they live

Meeting Standards

Value for Money

Our averagemanagement costsper dwelling areless than theaverage for thesector

STAR Core measuresThe STAR framework has been adopted by the sector and it provides the best source ofperformance comparison for tenants to assess our performance against other housingproviders in key areas. CHA will pay particular attention to the findings for these measures.

The framework includes seven core measures of tenant satisfaction:

Great News - Tenant Survey 2012

Performance comparisonsThe survey results include performance comparisons with other social housing providers forthe seven core STAR satisfaction measures and with the findings from the survey carried out in

2009.

Performance is measured in quartiles. Results in the upper quartile reflectperformance that is within the top 25% of the whole of England.

Data AnalysisWe are working with Skills & Projects to analyse the data in some detail. Forexample comparing satisfaction levels of supported tenants alongside generalneeds tenants. Looking to see if particular household types, e.g. families withchildren have a different view to older people etc. We will use this informationto improve services and target our resources in the most effective way.

0

20

40

60

80

100

2012 2009

CHA Performance in seven STAR categories

We will workmore closely withsupport providersto understand theissues faced byour tenants whoreceive support

CHAperformance isin the upperquartilenationally in sixout of the sevenSTAR areas

In the 7th areawe missed theupper quartileby only 2%

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Respondent profile 56% of respondents said that the day-to-day activities of someone intheir household are limited because of a health problem that isexpected to last at least 12 months.

Household composition

Age profile

Gender

with children

without children

age 60 or more

age between 26-60

under 25

unknownfemale

male

47% 53%

52%48%

58%

3% 2%

37%

We will showhow thepopulationhoused by CHA isin line with thepopulation livingin Sefton as awhole and ourarea in particular

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Neighbourhood issues 2012

rubbish or litter

car parking

pets

noise from traffic

drunk/rowdy behaviour

17

2022

30

44

44

30

22

20

17

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92% of tenants who had contacted CHA in the past 12 months, expressed apositive view about the overall experience.

92% of respondents said CHA provides the servicesthat they expect and 93% said CHA provides thoseservices effectively and efficiently.87% of respondents believe CHA will act inresponse to the survey findings.

Plenty to focus onDespite the high performance we are not complacent and still wantto understand the needs of those people less satisfied with ourservice.

We will look atdata analysis tosee if particularhouseholds aremore or lesssatisfied thanothers

64% ofrespondents livein general needsaccommodationand 38% live insupportedaccommodation.

In 2009, the topthreeneighbourhoodissues identifiedwere car parking,noise from trafficand drug use /dealing

Loan InterestPayable

SurplusbeforeTaxation

Repairs andMaintenance

Property Managementand Tenant Support

PropertyDepreciation

How each £1 of net rent wasspent during 2011/12

3.1p 3.1p

21.6p

21.6p

3.3p

3.3p

52.9p

52.9p

19.1p

19.1p

Repairs Completed Within Target

Arawak

Ashton Pioneer

Crosby

Forum

Warrington

SPBM

HouseMark

Emergency Urgent Routine

0 20 40 60 80 100

12

Average GN Rent (Gross)

Arcon

Ashton Pioneer

Crosby

ECBHA

Family

PNW

£ 0 10 20 30 40 50 60 70 80

Arrears, Void Losses and Rent Written Off

Arcon

Ashton Pioneer

Crosby

Warrington

SPBM

HouseMark

Current Arrears Void Losses Written Off

0.0 0.5 1.0 1.5 2.0 2.5 3.0 3.5

Lettings April-March

Arawak

Ashton Pioneer

Crosby

Warrington

Average

% 0 2 4 6 8 10

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Finance Income and expenditure in the year ending 31 March 2012

Our income from rents and service charges,the Charity Shop, revenue grants and interestreceived was..........................................................£1,786,822

We spent on management, repairs andmaintenance, services, loan interest paymentsand Shop expenses........................................................-£1,722,790

Leaving us with a total surplus of..............................................................£64,032

Then we set aside the Charity Fund surplus..............................................................£15,369

Leaving a net surplus added to generalreserve..............................................................£48,663

Balance Sheet Housing assets By the end ofthe year we had housing assets at cost,including capital works........................................................£16,563,709

Less capital grants received and depreciation......................................................-£11,486,478

£5,077,231

Plus other fixed assets (offices, shop,computers, equipment etc) net of depreciation............................................................£347,827

Giving a net total value for fixed assets of..........................................................£5,425,058

Plus current assets (cash and amounts owedto us)............................................................£206,023

Less current liabilities (what we owe toothers)..........................................................-£282,603

Giving a total for all assets less currentliabilities........................................................£5,348,478

This is made up of

Loans long-term housing loans............................................................£947,434

Shares each member holds a £1 share....................................................................£21

Charitable reserve - from Shop and donations............................................................£119,651

Accumulated surplus carried forward..........................................................£4,281,372

£5,348,478

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CHACarolyn Bowfield..............Operational Support

AssistantAmi Bourke ..............Housing Officer (April 11)Sheila Duffy......Operational Support AssistantMandy Elliott ............................Chief ExecutiveAngela English....Operational Support AssistantSteve Evans ......Finance & IT Manager (Jan12)Vincent Fox ......................Operations Manager Malcolm Gilbert....................Technical Services

Manager (June11)Paul Heery ............................Housing Services

Manager (April 11)Doug Mellor ..........................Finance Director Esther Rice ......................Housing Officer (p/t)Gayle Shacklady ......Finance & IT Officer (p/t) Geoff Wall ....................Maintenance Assistant

Charity ShopStephanie Morris..........Charity Shop Manager Kim Roberts ........Charity Shop Assistant (p/t)Teresa Johnson ......Charity Shop Assistant (p/t)

Board MembersNick Thompson ................................ChairmanHelen Goodband ......................Vice ChairmanPaul Davies Mary NavaratnamMargaret Pickthall

Board Members continuedMargaret RobertsLol WaltersLee MattocksPhil McNulty Ronnie Hughes to Sep 11

CHARTChristine Gates ..............Support Co-ordinatorKaren Kay ......................Housing Co-ordinatorColm Quinn....................Homelessness OfficerMary Threlfall ..........Tenancy Support WorkerMina Valentine ..................Manager Seconded

MerseycareIan Mitchell ..........................Tenancy Support

Worker (Jun 12 p/t)Michelle Edge ..........................Housing Support

co ordinator (Jun 12)

Information reflects position from April 2011

Crosby Housing Association Ltd10 Church Road, Waterloo, Liverpool L22 5NBTelephone: 0151 920 7300Fax: 0151 949 0717

E-mail: enquiry@crosby-ha.org.uk

www.crosbyhousing.org.uk

Registered with the Tenants Services Authority No.L1719. An exempt charity incorporated as an Industrialand Provident Society No. 19175R.

Member of the National Housing Federation registeredunder the Data Protection Act No. G04411988.

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