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annual RepoRT2010/2011

02 NCHA ANNuAl report 2010/11 03

A MESSAGE FROM

OUR CHIEF EXECUTIVE

This is the vision we all work to here at NCHA, and this report reflects that.

Since last year’s annual report, we’ve worked closely with tenant groups to build on the things you told us we were doing well – and the areas where we needed to make improvements.

Everything we do at NCHA is done with tenants in mind and residents are encouraged to get involved and make a difference. Our efforts to include tenants haven’t gone unnoticed and we recently received accreditation from the Tenant Participation Advisory Service. TPAS said that we are “a really good example for other landlords to aspire to”, and that we have a “robust residential involvement structure”.

One theme you’ll hopefully notice throughout this report is value for money. In these austere times, it’s more important than ever to cut waste and inefficiencies and ensure that your rent goes back into improving services, homes and communities. We’ve even set up services that can help you manage your money better and save cash around the home.

This report is designed to show you how we’re performing against criteria set out by one of our independent regulators, the Tenant Services Authority. We think we’re doing well and I sincerely hope you feel the same. If not, tell us. It’s only by continuing to work together that can we live up to that vision of more homes, great services, better lives.

Mike AndrewsChief Executive

moRe homes,

gReaT seRvices,

BeTTeR lives

All housing associations have introduced something called local offers. We’ve worked with our tenants to create these local offers and you can find them throughout the report under the heading “We promise to...”. We’ll be reporting regularly through Link magazine on how we’re meeting these promises, but we also need you to tell us when you think we’re falling short. That way we can make sure we’re delivering the services you need.

Our prOmises

Get involved! This is the first year tenants have helped to create the NCHA annual report. This involvement reflects NCHA’s continuing efforts to encourage more tenants to get involved and help shape the services that matter to all of us.

We chose a lot of the information in the report, which shows how well the organisation is doing. As tenants we do have the power to influence change and we’d like to encourage people to join us on the various tenant panels, feed back if you feel services aren’t as good as they should be and even put your name forward if you’d like to help produce next year’s report.

We hope you enjoy reading the report and please do let us know what you think.

Ron, Joan, Ann, Arthur, Barbara & PaulineMembers of NCHA’s Communications Customer Advisory Panel

NCHA not only provides housing, but also gives communities a voice and offers opportunities to the disadvantaged.

Your community projectsThe Tenants and Residents Consortium (TRC) is an independent group of – you guessed it – tenants and residents. The TRC has its own budget (£38,000 a year) and makes recommendations on all our major policies and strategies. Over the past year, the TRC has funded several community projects including internet cafés and a healthy eating club.

In 2010, the TRC also funded the third annual Tenants’ Conference at Center Parcs in Nottinghamshire’s Sherwood Forest. This was a chance for tenants to put NCHA on the spot and for us to show how we’ve acted on previous year’s feedback. More good suggestions were made this year, which we look forward to working with the TRC to implement.

Involvement awardThe national Tenant Participation Advisory Service is a non-profit organisation dedicated to helping tenants. This year, TPAS awarded us an accreditation for our work to get tenants involved in everything we do.

More Praise, less GrumbleOur feedback scheme, Praise and Grumble, is a great way for you to tell us what we’re doing well and not so well. You can also make suggestions. In 2009/10 we had roughly the same number of Praises and Grumbles, but in 2010/11, we had 407 Praises to 278 Grumbles. Check out Link magazine and the NCHA website for the action we take on feedback.

Following feedback from tenant Customer Advisory Panels and the Tenants and Residents Consortium, we have reviewed our Complaints Policy. Changes include accepting verbal as well as written complaints, always offering independent mediation and explaining how decisions are reached.

Work experience of a lifetime In summer 2011 nine formerly homeless young adults travelled to South Africa to help build homes for disadvantaged locals in the KwaZulu-Natal region. The group, who all use our Housing with Care and Support service, raised the money for the trip themselves and went with three of our Support Workers. They also visited a project in Durban that helps children living on the street.


As well as having the chance to help others, the trip made me realise the value of my own life and see how lucky I really am.Tom Dawson, on his work experience in South Africa

• contact tenants who want to get involved in how things are run within 10 days.

• pay expenses when and how we say we will.

• produce high-quality print and web-based information about resident involvement.

• make available to Customer Advisory Panels any NCHA polices they want to see and comment on.

• have well-trained estate contacts on at least 75% of estates where we have more than 10 homes.

Are we keeping our promises? Let us know.

we prOmise tO...

TEnAnT InVOlVEMEnT

And EMpOwERMEnT

people poweR

At the start of 2012 we’ll be recruiting tenants for a new Scrutiny Panel. The panel’s job will be to look at how well NCHA is performing, the quality of services and hold us accountable to our promises. The panel will report directly to the people who run NCHA.

Our services, under scrutiny

407 pRaises 278

gRumBles


YOUR HOME

Running

smooThly

A house is more than bricks and mortar, it’s a home. At NCHA we aim to make sure your home is always in good shape.

More than a Decent Home The government demands affordable housing meets what it calls the ‘Decent Homes standard’. This means houses must pass six of eight criteria in order to be warm, in a good state of repair and have reasonably modern facilities. We can do better than that. So we follow the Decent Homes Plus standard, which means we have to pass all eight criteria. Currently 90% of our homes meet the Plus standard and we’re working hard on the remaining 10%.

The best maintenance deal We employ tradespeople for big jobs such as kitchen and bathroom refits but as with anything, it pays to shop around. To ensure value for money for tenants, we put the contracts out to tender every four years. In July 2010, tenants were involved in the tender process to select the best companies.

Save energy, save moneyThis year we launched an Energy Team to help tenants find ways to save energy and money. If you’d like some energy-saving advice please contact your Estate Officer.

Help with downsizingFollowing tenant feedback, we can now help Leicester city and Nottingham city tenants move to smaller, more suitable properties by offering a hand with removals and paying for new furniture. A new downsizing policy will be put to tenants in 2012.

Accessible homesThis year we adapted the homes of 69 tenants with disabilities and other needs. Among many alterations, we put in 27 easy-access showers, seven over-bath showers, eight ramps / half-steps and five stairlifts. Do you need help in your home? Contact your Estate Officer on 0800 013 8555.

Thanks to the Energy Team, I’ve saved £280 a year on my electricity and water bills.Dennis Allen, Worksop

• get 98% of repairs right first time.

• service all gas appliances every year.

• ensure all homes meet agreed standards.

• get repairs to new homes done in the same time as those to existing homes.

• get at least a 90% satisfaction rate from tenants who have their house adapted for better accessibility.

• ensure all empty homes are repaired and let at the agreed cost and time.


we prOmise tO...

target 2010/11

actual 2010/11

Beating our repairs targetsThis table shows that we’re doing very well on repairs. Happy with your repairs? Let us know if not.

Satisfied with repairs

Appointments for repairs made and kept

Emergency repairs completed on time

Repairs completed ‘right first time’*

99.37% (6,384 people

surveyed)

99.81%(5,924

appointments)

99.82%(of 1,142 repairs)

98.77%(of 16,997 repairs)

99%

99.7%

99.6%

97.5%

*Right first time means that a contractor will not need to be recalled to rectify a fault that should have been fixed the first time. The repair will also be carried out within the given time. Figures based on a survey and our own data.

99.37%oF TenanTs

aRe saTisFied

wiTh TheiR

RepaiRs


YOUR TEnAnCY: RElETS

welcome

home

When tenants move out, we move new people in as quickly as possible. Not only is this good for them – but it benefits everyone. Here’s why...

Faster relets When someone moves out, the faster we can get the house ready for the next tenant (repairs, decoration, cleaning etc), the more money we save and can invest back in services that benefit everyone.

In 2010/11 our average turnaround time was 30.6 days, better than the 32 days in 2009/10, and our best figure since 2007. This reduction has saved us £20,000.

• ensure all homes that tenants move into meet the expected standard.

• tell you how satisfied new tenants are with their homes.

• save money by leaving carpets and furniture for new tenants.

• let you know within 10 days what’s happening when you make an application for a new home.

• give sound advice and good information if you want to move.


we prOmise tO...

Where our tenants live As you can see, we provide housing for thousands of people right across the East Midlands and work hard to recognise the needs of tenants in relation to their age, gender, ethnic origin, disabilities, sexual orientation, religious beliefs and even the way in which they prefer to be communicated with.

By having this information about our tenants, we can tailor our services. For example, if we know someone has trouble seeing, we can adapt their home accordingly. Examples of tenant engagement in 2010 include the launch of a kids’ club in Newark and setting up a Disability Customer Advisory Panel to represent the views of disabled residents.

However, our ambitious target for 2011 was 26 days and clearly we have fallen short. We know there’s room for improvement and so we’re putting new processes in place to make turnaround even more efficient.

We’re accountable to all our tenants, so please get in touch if you’d like to discuss how we’re going to meet this target in the future.

Up to standardOne of our promises to new tenants is to provide a house that is of ‘expected standard’. On page 6 we talked about the Decent Homes standard. But our own standards include:

• making sure the home is clean throughout.

• upgrading loft insulation if necessary.

• checking gas and heating systems are safe, upgrading where necessary.

• checking electrics are safe.

• checking the bathroom suite and tiles for cracks and stains.

And there are many more. If you’d like the full list, please contact us.

High Peak

DERBYSHIRE

Derbyshire Dales

Amber Valley

ErewashSouth

Derbyshire

Hinckley and Bosworth

Gedling

Newark and Sherwood

Ashfield

NOTTINGHAMSHIRELINCOLNSHIRE

North Kesteven

South Kesteven South Holland

RUTLANDMelton

Leicester

CharnwoodNW Leics

Blaby

Oadby and Wigston

LEICESTERSHIRE

NORTHAMPTONSHIRE

Northampton

Kettering

East Lindsey

Lincoln

103

670

17

40

2243

274

13

176

102

59Derby

87

50 161163411

2

36

126

302

25

401

235

54

1458

245

94

2431

57

Mansfield

Bassetlaw

Nottingham

Broxtowe

Rushcliffe

8,037ToTal numBeR

oF ncha

homes


YOUR TEnAnCY: REnT

suppoRT

when you

need iT

We know that all sorts of people can fall behind with their rent – it’s known as arrears – especially in the current economic climate. That’s why we offer plenty of advice and support, before things get too difficult.

Rent arrears at their lowest everOur Income Team provides help if you are struggling with your rent. Since the team launched in January 2009, the percentage of those in arrears has fallen by 1.35%. That doesn’t sound like a lot but that’s a saving of £179,375 – the equivalent of refurbishing 119 bathrooms!

Rent arrears are at their lowest in our history, despite the fact we’ve added 500 new homes since 2009.

• provide good welfare benefit and debt advice to new tenants.

• contact you in a way that suits you.

• contact you within two weeks if you get behind with your rent.

• provide a well-trained Income Team to offer support.

• tell you how the Income Team is performing.

• tell you in January of your annual rent increase and service charge.

• let you know who will provide estate services such as gardening and cleaning.

• tell the Housing Benefit Department when the rent increases.


we prOmise tO...

Don’t put it off. The earlier you tell us, the more help we can give. Contact our Income Team on 0800 013 8555 for free, confidential advice.

prOblem with the rent?

oF TenanTs aRe veRy oR FaiRly saTisFied wiTh ouR RenT managemenT and deBT advice

2009/10

75%

2010/11

85%

Income recoveryAs well as offering advice on rent, our team can also help you claim benefits you’re entitled to. One member of staff, for example, has helped over 50 tenants, reducing arrears by £13,000 and helping them claim £30,000 in extra benefits.

In February 2010 we appointed an Income Recovery Officer who is responsible for increasing former tenant arrears payments. For those in serious arrears, we take court action and they could lose their homes.

RenT aRReaRs

aRe aT TheiR

lowesT eveR6.13%

6.13% Of COLLECtABLE RENt WAS iN

ARREARS, EquiVALENt tO

£1,267,312

5.97%

5.97% Of COLLECtABLE RENt WAS iN ARREARS, tHE

EquiVALENt Of £1,190,865

5.06%

5.06% COLLECtABLE RENt WAS iN ARREARS, tHE


4.78%

4.78% COLLECtABLE RENt WAS iN ARREARS, tHE


2008 2009 2010 2011


nEIGHbOURHOOd

And COMMUnITY saFeR and

sTRongeR

TogeTheR

92.5 %oF TenanTs say

TheiR pRopeRTy &

neighBouRhood

meeT TheiR

expecTaTions

Even on a small scale, anti-social behaviour can have a terrible impact on many families and their communities. In partnership with you and your neighbours, we’re working hard to stamp it out. A stronger presenceIn communities where we have more than ten properties (and smaller estates where neccesary), our Estates Officers will carry out inspections and report on issues that need to be addressed. Often accompanied by tenants, Estates Officers will look at issues including landscaping, vandalism, graffiti, fencing, litter, lighting and parking areas. The idea is to maintain a community that people can feel proud of.

SIT up and take noticeWant to improve your community? Join the tenant-run Services Inspection Team, who volunteer their time to inspect services and keep us on our toes. Their recommendations are improving housing allocations, anti-social behaviour services and more. To find out more contact our Service Improvement Manager on 0800 013 8555.

Doing well...During 2010/11, 71% of tenants who reported anti-social behaviour said they were satisfied by the way we handled their case. That beats our target of 60%.

...but could do better25.4% of respondents were fairly or very dissatisfied with the way we kept them up to date after they reported anti-social behaviour. We know we need to do better so residents feel better supported. To get this figure below 20%, we’ll produce quarterly reports detailing outcomes and action taken on closed cases and publicising them on the web and in Link. In certain serious cases we may even deliver reports to neighbourhoods to explain how the problem was resolved. Let us know if you think there’s more we can do.

Meeting you in personTenants faced with anti-social behaviour problems or who have issues with the way their estate is managed tell us they’d rather have a home visit than talk to someone on the phone. We’ve listened and have increased the number of first home visits from 558 (2009/10) to 643 (2010/11).

• deal with anti-social behaviour (ASB) within agreed timescales.

• tell victims of ASB what has happened when their case is closed.

• employ well-trained staff to deal with ASB.

• liaise closely with police.

• use Link magazine to tell tenants what is happening to improve ASB issues.

• tell you who your Estate Officer is.

• inspect all estates with 10 or more properties and smaller estates where agreed.

• carry out 75% of estate inspections with tenants.

• deal with fly-tipping within 10 days.

• visit and inspect 50% of properties every year.


we prOmise tO...

£112,767The amounT spenT on 99 housing esTaTe impRovemenT pRojecTs, wiTh inpuT FRom TenanT-led cusTomeR advisoRy panels


HOUSInG wITH

CARE And SUppORT

BeTTeR lives

At NCHA, we recognise that certain people in society need a little extra help to lead happier, safer lives.

Our Housing with Care and Support service works with vulnerable groups – whether that’s people with disabilities, homeless families, elderly residents or individuals suffering from domestic abuse – to provide housing and support independent living. Those using our Housing with Care and Support service are called ‘service users’ and the following information specifically refers to them.

Have your sayThis year we’ve worked with service users on what they would like to see in a new service user guide. We’re also acting on feedback collected through our Praise and Grumble scheme and the service user survey. We’ll be using our Housing and Property Management Team newsletter to keep service users informed and to encourage them to get involved.

Over the next few months, we’ll be working with a service user focus group to make rent statements easier to understand. If you’re a service user, we’ll soon be asking you what other tenancy-related issues we need to improve on.

Tackling anti-social behaviourWorking with service users will ensure we’re doing our best to tackle anti-social behaviour (ASB). We will soon publish details on how quickly we will respond to ASB, what action we’ll take and how we’ll keep you informed.

We’re already improving our systems to collect better data on ASB so that we can make better use of our resources and target our response more effectively.

Your say on service chargesWe will consult with service users each year about service charge levels. They’ll also soon have the chance to say how some of the service charge is spent. We’ve already run a successful pilot allowing some service users to spend their charges on gardening and other projects.

Environmental assessments Every year we carry out environmental assessments at each supported housing and care project. These are to check the standards of the building, communal areas and the garden. They also ensure we’re complying with fire, health and safety legislation, while assessing what work needs carrying out over the next year.

In 2010/11, more than half of service users (52%) were involved in assessments and we used their feedback to put action plans in place to improve communal areas and landscaping, as well as provide furniture and wet rooms if needed. We’re now looking to include more service users in these assessments and make sure our final action plans are simpler and easier to understand.

94%oF seRvice useRs

aRe happy wiTh

The way They pay

TheiR ResidenTs’

& RenT chaRges


Maintaining homes 13,238,000Buying and building properties (inc.legal and estate agent fees) 10,721,000Care and support services 9,620,000Mortgage interest 9,414,000Management services 9,347,000Property services 3,981,000Development and design services 849,000Income lost through bad debts 320,000Other expenditure 2,923,000Total 60,413,000

HoW Do WE SPEND THE INCoME WE RECEIvE?

Rents paid by tenants 31,810,000Sales of properties 11,667,000Grants received for care and support services 8,730,000Service charges paid by tenants 4,436,000Income received for care and support services 1,592,000Income received for development and design services 925,000Other income 1,460,000 Total 60,620,000

WHERE DoES oUR INCoME CoME FRoM?

£ £

If you would like to read our full annual accounts report please visit the Publications area on our website, www.ncha.org.uk

FInAnCE And

GOOd GOVERnAnCE

wheRe youR money

goesThe figures on this page show you what money comes into NCHA and where it’s spent to improve the services that directly benefit you. But who ensures it’s spent in the right way? That’s the role of the Board.

What does the Board do?Chairman Dr Nigel Nice explains…

“The Board, which includes tenants, leads and controls NCHA, deciding on the way it should go through agreeing the vision and

strategy. We delegate the actual day-to-day management to Mike, the Chief Executive, and his team.

“One of the most important roles of the Board is to make sure we’re financially viable – that’s what the figures are about on this page. If we don’t make enough money, we can’t provide homes and services and tenants would be at risk of losing their homes.

“As the Chair, it’s my job to provide leadership, preside over meetings and make sure the Board is sticking to the published Code of Governance. I’m also an ambassador for NCHA. It’s a role I’m extremely proud of and I think NCHA does a wonderful job.”

If you’d like to find out more about those who are members of the Board, visit www.ncha.org.uk

on mainTaining homes£13,238,000

HOUSInG pROVIdERS

how we compaRe


Home Group(Properties nationally)

Guinness Northern Counties(Properties nationally)

Derwent Living(Properties nationally)

Spirita

Leicester Housing Association

East Midlands Housing

Amber Valley Housing

Friendship Care and Housing

Nottingham Community Housing Association

4,500

5,500

6,000

8,000

8,037

11,000

11,000

26,000

51,000PROPERTIES

PROPERTIES

PROPERTIES

PROPERTIES

PROPERTIES

PROPERTIES

PROPERTIES

PROPERTIES

PROPERTIES


Home Group



Derwent Living

Guinness Northern Counties


Spirita


86

85.7

85.2

85.1

82.5

79

77.7

66.9

Percentage of tenants surveyed that were very or fairly satisfied with their landlord’s services

Data taken from RSR 2011 Survey, available here http://www.tenantservicesauthority.org/server/show/ConWebDoc.21432.Accessed on 16th August 2011.

50 % 55 60 65 70 75 80 85 90

Home Group





Derwent Living

Spirita



Percentage of tenants surveyed who said they were very or fairly satisfied with the way their landlord took their views into account


85

70.6

68.5

64.1

61.2

60.9

60.4

58.7

50.7

50 45% 55 60 65 70 75 80 85 90

Average weekly rent for a three bed property (£)


As you can see, we compare very favourably to other landlords in the region.

88.5

£84.39

£84.00

£83.70

£83.08

£82.18

£81.32

£79.98

£76.61

£76.09


Home Group

Derwent Living





Spirita


CoNTACT DETAILSNottingham Community Housing Association12/14 Pelham RoadSherwood RiseNottinghamNG5 1AP

T: 0800 013 8555 or 0115 [email protected]

We will make every effort to provide copies of this report in another language or format, please call 0800 013 8555 to make a request. An electronic version of this report can be found on our website, www.ncha.org.uk

Nottingham Community Housing Association Limited is a charity incorporated as an Industrial & Provident Society. Registered Number 20614R.

Published October 2011

Design and copy by Dandy www.dandycollective.co.ukPhotography by Mark Enstone www.enstone.net

A note about the imagesAll the images in this annual report are of genuine NCHA tenants at their homes, we’d like to thank them for allowing us to photograph them.

homes - nottingham community housing association annual... · ncha not only provides housing, but...

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