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ANNUAL REPORT TO RESIDENTS 2016/17 The Annual Report should be read in conjunction with our Value for Money Statement which is also available from our website.
AnnuAl report to residents2016/17
the Annual report should be read in conjunction with our Value for Money statement which is also available from our website.
AnnuAl report to residents 2016/17
Our Mission: ‘To provide great places for people to live’
Our Vision: ‘To improve lives and opportunities by being a great landlord and employer’
the annual report highlights key activities for the organisation over the year and should be read in conjunction with our Value for Money statement available on our website.
Work with Efficiency & Integrity
Value our Relationships
Be Innovative and Creative
Be Approachable
AnnuAl report to residents 2016/17
A brief description of the background and experience of Board Members can be found on our website.
Executive Team Committees
Sue PhilpActing Chief Executive
Joined 2005
Anna Casbolt Finance Director
Joined 2016
Julian Herbert Chair
Joined 2017Audit & risk Committee
Justin O’ConnorActing Operations Director
Joined 2009
Rowan Carstairs Chair
Joined 2016resident scrutiny panel
Karen MooreCompany Secretary
Joined 2010
The Board
Carole Taylor-Brown Chair
Joined 2016
Stephen Heiner
Joined 2012
Jolyon Larkman
Joined 2009
Martin Royal
Joined 2017
Joyce FairmanVice Chair
Joined 2013
Bernadine Fairman
Joined 2013
Sue Harrison
Joined 2013
Matthew Peak
Joined 2017
AnnuAl report to residents 2016/17
Operational Performance
Area of Developments
Suffolk Housing’s commitment to delivering affordable homes continued throughout the year developing an additional 55 affordable homes and 5 homes built for market sale on a mixed tenure village site. The profits from the sale will used to reinvest in improving services for current tenants and developing more affordable homes for people in housing need.
Affordable Rents - total 42 Shared Ownership - total 13 Market Sale - total 5
BOXFORD
MARTLESHAM
28
7
14
6
5
Development
Tenure Type 2016/17
General Needs 42
Shared Ownership 13
Market Sale 5
Total 60
Development Target 70
Development Programme
AnnuAl report to residents 2016/17
Operational Performance
Maintaining Your Home
General needs
Market rent
Sheltered Housing
Supported Housing
shared ownership
leasehold
2329
21
267
93
106
76
Type of Homes Owned or Managed at March 2016/17
Routine Maintenance£1,818,000
Kitchen & Bathrooms
£38,781
Heating£612,354
Electrical£24,284
Other £204,226
Windows & Doors
£17,354
Within the year we delivered over £750,000 of improvement works and over £1.9 million in maintaining your homes. the biggest element of spend on major works for 2016/17 was heating upgrades providing residents with more efficient and affordable types of heating.
AnnuAl report to residents 2016/17
Number of ASB cases opened
Rental Charges at March 2017
Rental Charges per week
lowest rentHighest rentAverage Affordable rentAverage social rent
Total Re-lets
Operational Performance
Anti Social Behaviour
Lettings
Tenant Satisfaction
Complaints Number of Re-lets per Quarter
% Number of complaints
Maintenance
Housing Management
2016/17 2015/16*
29 44
12 20
*15 month year
*15 month year *15 month year
2016/17
2016/17
2015/16*
2015/16*
33
161
64
21841 64
0
50
100
150
200
250
£61.53£111.05
£83.74
£163.52
We aim to improve resident satisfaction by using the feedback from surveys, resident focus groups and generally talking to residents to determine how we can improve services that meet expectations. At the same time we are working with resident groups to improve the dialogue with residents to provide a clearer understanding of our service offer. We will monitor performance and work with the Board and scrutiny groups to improve performance within the lower quartile which are clearly identified as areas for improvement.
Level of Satisfaction %
Overall Service
VfMQuality of
HomeNeighbourhood Satisfaction
Listening & acting on views
Upper Quartile 88.3 83.8 87.6 87.8 72.6
Medium Quartile 83.5 81.8 83.9 84.0 67.8
Lower Quartile 77.9 77.4 77.9 82.0 63.0
Suffolk Housing
83.0 87.0 88.0 84.0 57.0
Quality Performance
AnnuAl report to residents 2016/17
Operational Performance
Number of Re-lets per Quarter
70
Q1
2015/16
Q2
2015/16
Q3
2015/16
Q4
2015/16
Q5
2015/16
Q1
2016/17
Q2
2016/17
Q3
2016/17
Q4
2016/17
60
50
40
30
*2015/16 - 15 month year
AnnuAl report to residents 2016/17
Financial Performance
How is each pound of income spent?
Staff Costs
Other Management Costs
Estate Services
Maintenance
Capital Improvements
Re-Investment in New Building
Interest Costs
13p
10p
7p
13p5p
25p
27p
Further details on our financial performance can be found in our Value for Money statement.
AnnuAl report to residents 2016/17
Resident Involvement
Tenant Led Services
Tenant Participation and Community InvolvementTo maintain consistency with last year’s Value for Money report, we have used the ‘benefit of investment against the outcome of an activity’ calculator developed by HACT (Housing Association Charitable trust) the ‘social Calculator’. This continues to allow us to direct community investment to activities where positive benefits to our communities can be maximised and achieve value for money where monetary outcomes are not readily available.
Tenant Participation in Generalthe model opposite shows how the various panels and activities of residents link together to provide information and evidence supporting any audits or recommendations the resident Scrutiny Panel (RSP) make. To better professionalise rsp, we have taken the step of recruiting an ‘Independent Chair’ possessing the skills associated with that role.
● Tenants Friend● Repairs● Grounds Maintenance● Schemes● ASB● Complaints
● RSP - Strategic
● Tenants Voice / Sheltered - Evidence
● Commission other panels
● SHS Performance● Managers● Local / National● The Board
● Area Tenants Voice ● Sheltered● RSP
Training
Designated Panel
Resident Information
Editors & Readers Resident
Insp
RSP
All C
hairs
Meeting
Audit of
Services
Area
TV
Shelt
eredSuffolkHousing’sTenant Management model
AnnuAl report to residents 2016/17
Resident Involvement
Strategic Perspective
In addition to scrutinising our services, active residents get involved in other ways, for the year 2016/17, the Resident Scrutiny Panel members assisted by other residents, have been involved in the following tasks.
A work plan has been drafted to focus on five key projects to deliver in 2017/18 which include:
1: Repairs and Maintenance: a review of Suffolk Housing’s incumbent contractors.
2: Anton House: Project based task to review the issues highlighted by residents at this challenging redevelopment scheme in Ipswich.
3: Reconciling Resident Expectations: Resident based approach on how to improve dialogue with residents and the most effective ways for residents to understand the service offer available.
4: Overall Satisfaction: To assess the best methods to obtain feedback from residents on service delivery.
5: Empty Property Review: A project based on the root causes of why our properties become empty and any opportunities to improve the sustainability of tenancies.
Group Task Date Completed Outcome
Resident Scrutiny new ‘Terms of Reference’
for Resident Scrutiny Panel
Feb ‘17Produced new Terms of
Reference on behalf of RSP
Resident Scrutiny Policy Reviews: • compensation policy • resident involvement policy • Tenancy Management Policy • Lettings Policy
Feb ‘17May ‘16May ‘16
Feb ‘17
Feb ‘17
Provided feedback to either shape new policies or make key amendments to existing
polices
Resident Scrutiny /Tenants Voice
Recruitment of Independent Chair
Nov ‘16 Successful recruitment of RSP Chair
Table 1: Resident Scrutiny Panel Activities 2016/17
AnnuAl report to residents 2016/17
Value for Money
Value for Money
So what about the future?Suffolk Housing will not stop there, in 2017/18 the following projects will continue along with maintenance of our ‘normal business’.
• ContinuedworkatAntonHouse• LinkwithlocalhighSchool• RecruitmentofTenantVoicePanels for Sudbury & Thetford• VoluntaryHandymanService• TenantSustainabilitySupport• TenantsupportinEstateInspections and the ‘void process’
?We are proud of our Value for Money achievements over the past year, whilst recognising that we have more work to do to ensure that Value for Money is more deeply embedded in our culture.
To this end, we have set up an “ideas group” which uses creative problem solving techniques to generate innovative Value for Money ideas. Our Management Team monitors projected Value for Money savings on a monthly basis and we encourage our residents to regularly review the way we deliver our services to ensure that we continue to achieve good value for money.
VfM - what’s next?
Our Costs per unit have reduced from £2,575 to £2,460 a saving of £115 per unit.
Prudent Treasury management will result in an annualised reduction in costs of £260,000
Our Social return on investment has increased from £22 to £55.32 for every £1 invested
Rent arrears reduced by £66,000 this year, improving the year end position by 0.43%.
Agile working arrangements have facilitated additional income of £25,000 per annum from sharing our Head office.
Re-procurement of the Gas servicing contract has saved £16,000 per annum
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Value for Money Highlights for 2016/17
Suffolk HousingCoppice House5 Greenwood CourtBury st edmundsSuffolk IP32 7GY T: 01284 767224E: [email protected]
