39 spring 2015
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Your latest Hafod's OwnTRANSCRIPT
KEEPING IN TOUCH WITH YOU NO. 39 SPRING 2015
Hafod’sOwnSee how we
performedperformedin 201
4!
COMMUNITY
In this issue...
Helping the environmentThis newsletter is printed on paper from sustainable forests – forevery tree cut down, another is planted in its place. When you havefinished reading this newsletter, please recycle it.
Contact UsHafod’s Own Production TeamHafod Housing AssociationSt Hilary CourtCopthorne WayCulverhouse CrossCardiff CF5 6ES
Contact DetailsTel: 029 2067 5800fax: 029 2067 2499www.hafod.org.uk
Office Opening TimesMon-Fri 8.30am – 4.30pm
EditorChris Davies
Designwww.artsfactory.co.uk
Registered as a CharitableHousing Association under theCo-operative and CommunityBenefit Societies Act No.18766R
First Signs of Spring Page 5
Community MattersYouth Awards 2014 3
Planning For The Future St Mellons 4
Hafod’s NewDIGI SMART Champion 4
The First Signs of Spring 5
Estate Walkabouts 5
Food For Thought 7
Fir Tree Centre 8
Tenant MattersSolar Panel Programme 10
ASB Matters Partnership Working 11
Contacts 11
Money Matters Universal Credit Update 12
New Approach to Rent Setting 12What Is The New State Pension? 13
Staff Changes 14
Performance MattersService Standards 2014 15
STAR Year On Year Results 19
2014 Service Review 21
Maintenance MattersExternal Wall Insulation 22
Replacing Lightbulbs 22
Electrical Testing 22
Contacts 23
Prize Draw Winners 23
Competition MattersSpring 2015 Competition 23
Previous Winner 23
Final WordSelf-Assessment Update 24
Communication Matters 24
3
COMMUNITY MATTERS
The Hafod Youth Awards took place on the18th February at Pontypridd Rugby Club tocelebrate the voluntary work of the HafodYouth Panel members and other young peoplenominated by friends and family. Each one hadan inspiring story to tell ranging from academicexcellence, volunteering overseas or for theirlocal community, sporting achievement andovercoming significant challenges in their lives.
Examples included Rose Ziaei, a young Hafodtenant from Cardiff, who arrived in the countrysome 10 years ago as a refugee and achieveda First Class Honours degree in 2014. Rose istaking a gap year and is volunteering inTanzania at an orphanage which aims to givethe children a good start in life. Rose intends toreturn in August to complete a Masters degreeat UCL and pursue a career in InternationalDevelopment.
Two young people were awarded theirMillennium Volunteering Gold Award forcompleting 200 hours of voluntary work. JoshRobins joined his Neighbourhood Watch inRhydyfelin and completed his award lastsummer. From the Hafod Youth Panel, MarcelleStratford did environment and fundraisingvolunteering to achieve her award.
Hafod was represented at the event by AlanMorgan, the Manager Director and Sue Sheppardwho is a Board Member.
Bill Daniel, who supports the youth panelsaid, “We are always looking to welcomenew members to the panel, any Hafodyoung tenant aged between 15 and 21 canjoin. So if you can handle the excitementand want to help make a difference whereyou live join the panel now, all the activitiesare free including transport.”
Commenting after presenting the awards,
Alan Morgan said, “Another brilliant
opportunity to celebrate the efforts of
young people who work so hard for both
our tenants and the wider community" and
Sue Sheppard said, "I am always delighted
to attend this event and honour the young
people that work so hard for ourselves and
our organisation. Well done to everyone,
you must feel very proud of yourselves".
Seven members of the Hafod Youth Panelreceived awards to recognise their communityvolunteering at the Hafod Youth Awards2014.They were Ben Cadwallader, Ben Deacy,Danielle Lewis, Rochelle Lewis, Scott Mably,Rob Noble and Marcelle Stratford.
Over the last year they have done beach litterpicks, gardening and other environmentalwork. When not volunteering the youth panelhave visited the Team Sport Go Kart Centre inCardiff, conquered the rapids at theInternational White Water Centre in the Bayand been trained in personal safety / self-defence techniques to keep themselves safe.
To join or get more information about theHafod Youth Panel give Bill a call or text on07585963077, or email him [email protected]
Youth Awards 2014
4
Planning forthe Future StMellons
COMMUNITY MATTERS
Hafod’s New DIGISMART Project
The John Reynolds Centre in Llanrumney was the venue for a Planning for the Future event inFebruary. The event was organised by Hafod in partnership with Age Connects Cardiff and thevale and was targeted at local people aged 55 and over.
The event was well attended by 59 local peoplewho each had the opportunity to learn about:
• How to write a will and how to go aboutsetting up power of attorney.
• Saving with the Credit Union.
• Befriending information & avoiding scams.
• Funeral planning.
• An opportunity to speak to Hafod SMARTMoney Team for money matters, savingsand welfare benefit advice.
Smart phones, tablets, laptops, email,Facebook, Google … all everyday parts of manyof our lives and ways that people now keep in touchwith each other, or find information on a particularsubject or shop to get the best deals available.
However, not everyone is able to gain the benefitsthat new technology offers and may be missing outas a result. To help more of our tenants get onlinesafely and with confidence, Hafod are recruiting anew Digi SMART Champion to give practical handson advice either in a 1-1 home setting or in verysmall groups of people.
Look out for more information in the next editionof Hafod’s Own. You don’t need to wait until thento get online though, just call Bill Daniel on 01443491878 or 07585 963077 to put your name downfor a visit.
The St Mellons over 50s group, said “We
found the event really interesting especially
the talk about setting up a power of
attorney and writing a will”.
Following the success of this event, we hope totake it to other areas. If you are 55 years + andwould like to find out more about Planning forthe Future, please contact Pearl Hale,Community Development Officer, on
029 2077 6840 or 0776545406252
COMMUNITY MATTERSCOMMUNITY MATTERS
5
Estate Walkabouts are an excellent way tomeet staff, get involved in your community andto help us to identify areas for improvement.In 2014 we carried out 5 Estate Walkabouts inCwmbran, Merthyr, Pencoed, Maesteg andBridgend with over 20 tenants getting involvedto help us drive up service standards.
Is anyone better off?
These are a few of the changes that weremade as a result:
• Communal steps were identified as aHealth & Safety risk in Thornhill. The repair was carried out within 30 days.
• An abandoned vehicle was identified inBridgend which was subsequentlyremoved.
• Failure of a contractor to carry outlandscaping service, resulting in a
• A trip hazard was identified in a Thornhillcar parking area. The grills were replacedwithin 30 days.
• Graffiti was located and removed fromboundary walls in Mynydd Glas.
Estate Walkabouts – YouTold Us …We’re Doing / Did!
As each day passes the daysare getting longer, so gardeners are lookforward to those signs that Spring isfast approaching!
Snowdrops, crocuses and everyone’sfavourite, the daffodil are making their waythrough the soil and will soon be a blaze ofcolour.
Throughout the winter months residents inRhydyfelin who helped pilot the Garden Smarttool hire scheme have been busy nurturingwinter flowering plants in hanging baskets, togive their front porches that extra bit of colourduring the darker days of winter.
They will soon be turning their attention togetting their rear gardens into shape, ready forthe first cut of the year or sprucing up theborders with some fresh bedding plants. Theirefforts will be made easier by being able toborrow a strimmer, mower or hand tools suchas rakes, forks or a spade from the communityoffice. A similar loan scheme is also availableat our St Mellons Office as well.
New customers are always welcome at bothoffices and to take advantage of this greatscheme just call Pearl Hale (St Mellons) on029 20 776840 or Bill Daniel (Rhydyfelin) on01443 491878.
Please see the next pa
ge, highlighting
our planned walkabout
s in 2015. Please
come along and help us make a
difference to the communities you
live in.
Happy Gardening!
The First Signs of Spring
COMMUNITY MATTERS
6
2015
COMMUNITY MATTERS
7
Food forthought
With food bills on the increase and our budgets getting smaller its time tostart thinking about how we spend our money.Food waste in Britain is a major issue. Wethrow away 7 million tonnes of food and drinkfrom our homes, the majority of which couldbe eaten. There are simple ways we couldhelp reduce waste and save money. Checkthe website wales.lovefoodhatewaste.comfor more ideas.
There are around 300 community food co-opsrunning across Wales. A food co-op is a funway to buy your fresh fruit and vegetables aswell as being good value, healthy andsustainable. It's an affordable alternative to thesupermarkets and money spent though a foodco-op is re-invested into the local communityplus there is less waste, less packaging andfewer food miles which has to be good news.
A typical fruit pack costs around £2.50,although this can vary.
Check the website to see if there one nearyou www.foodcoopswales.org.uk
COMMUNITY FOODCO-OP’s – Get your Five a Day!!
Know your Stuff ……Use by and Bestbefore dates
Fresh foods which tend to go off quickly suchas milk, cheese, ready prepared meals andmeat/fish carry a 'use by' date. It'srecommended we don't eat these foods ifthey're past the 'use by' date, even if they lookand smell fine. Using them after this datecould potentially put your health at risk.
Always follow theinstructions on the food packaging!!
You'll find best before dateson all those store cupboard staples - packagedfoods, tins and frozen produce you're likely tokeep for longer periods of time. These dates arethere to provide guidance and encourage youto consume it when the quality of the food isstill good. When the date runs out, the food isusually still alright to eat (as long as it has beenstored according to the instructions) so thinktwice before throwing it away - perhaps you caninclude the ingredients in a casserole or pie.
Food banks Intimes of need…
In Britain13 million peoplelive below the poverty lineand every day people inthe UK go hungry forreasons ranging fromredundancy to receivingan unexpected bill on alow income.
Trussell Trust foodbanks provide a minimumof three days emergency food and supportto people experiencing crisis.
If you are experiencing financial hardship,please contact the SMART Money Team formore advice 02920 675800
8
COMMUNITY MATTERS
We are delighted to announce that on 26th November last year, the Fir Tree Centre
was officially opened by Lord Lieutenant of Mid Glamorgan, Kate Thomas.
Eco-friendly centreopens doors toresidents and visitors
Sally Cockerill, Head of CommunityInvestment, knows just how tough thejourney has been, “In 2008 we started acampaign to renew the existing porta-cabins which were no longer water tight.Since this time there have been manyunforeseen challenges, and funding knockbacks, but with the ongoing support of localresidents, our Development Team in HafodCorporate Services and B3 Architects, wehave achieved our goal. In April 2014Holbrook Construction started on site andthe building was completed at the end ofthe summer, on time and within budget!”
Alan Morgan, our Managing Director,congratulated all involved, “Over the yearswe have developed a very strong andpositive relationship with the Fir TreeCommunity Association. We are thrilledthat their hard work and commitment hasfinally paid off. What a success story!”
The new Centre and Cafe is situated onour Fir Tree Drive estate in QuakersYard and will cater for hundreds of localresidents, as well as walkers andcyclists using the popular Taff Trail.
COMMUNITY MATTERS
9
The centre was built at a cost of £371K andwe are especially grateful for the funding fromFfos Y Fran Community Benefit Fund, WCVACommunities Investment Fund, The TudorTrust, and the Community EconomicDevelopment Programme, which is supportedby the European Regional Development Fundthrough the Welsh Government.
The new centre includes a new IT suite,training/meeting room, and a community café.It will be run by the Fir Tree CommunityAssociation which is made up of localtenants. The centre’s programme includes aFood Cooperative, Credit Union CollectionPoint, activities for children and youngpeople, both formal and informal learningopportunities, healthy living initiatives, and arange of advice and support services. “Ourproject aims to improve the quality of life forpeople living in and around Quakers Yard andTreharris.” said the Association’s Treasurer,Glenn Price. “Fir Tree Centre will allow us toexpand our programme helping yet morepeople,” he added.
The centre is just a short distance fromthe Abercynon roundabout, off the A470and is also available for hire.
For more information please visitwww.firtreecentre.co.uk
or contact Tel 014433 413408 [email protected]
Local Councillor and Chair of the Fir TreeCommunity Association, Cllr RichardThomas said, “The Fir Tree Centre will bean extremely important asset in QuakersYard, both for residents and visitors.”
TENANT MATTERS
10
We are committed to keeping the cost of living in our homes as low as possible. One way to dothis is to reduce electricity costs, with this in mind we have identified over 500 homes that couldbenefit from the installation of solar panels. If your home is one of these we will be arranging…for a detailed inspection to be carried out to your home to confirm that the installation can takeplace. We also need the permission of Western Power who provides the electric network in thearea. Whilst we hope to carry out as many installations as possible, it may be that certain homeswill not receive the panels, either because of the network capacity or legal issues. If this is thecase we will let you know.
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How Solar PV panels work
Solar PV systems convert light into electricalpower. The panels only work during the daywhen the electricity generated will reduce theelectricity you use (andhave to pay for!).Families who forexample choose to useappliances such aswashing machinesduring the day ratherthan in the evening willsave more electricity.
You can save up to 30% on your electricitybill. As the price of electricity continues torise the savings will of course increase.
The installation of these solar panels will alsoassist in decreasing carbon emissions causedby the burning of fossil fuels. Furtherinformation will be supplied by our installer.
What is our Scheme?
As the cost of installing solar panels to so many homes is expensive we havedecided to appoint a company who willprovide, install and maintain the solarpanels to your roof at its expense. Therewill be no charge to you for this work.
What Happens Next?
Following the inspection Paul O’BrianInstallations or Solarforce Renewables willcontact you and tell when the works will becarried out. The company will make anappointment to inspect your home.
Unless there is a reason not to carry out theworks they will in turn make arrangements tocarry out the installation. At that time you willneed to sign a document that we will supply.All representatives of these 2 companies willof course carry suitable identification.
Since the solar panels will be fitted to the roof,scaffolding will be erected to provide a safeworking platform for the contractor. There willalso be a need for some internal works andpossibly to neatly route some cables from theloft space to your electricity meter. It isexpected that the installation will take arounda day, or just over a day, depending upon thesize of the roof and the complexity of theinstallation.
Please make every effort to co-operate as wewish to carry out as many installations aspossible to the benefit of as many tenants.Should you have a query please contact ourMaintenance Team in the first instance on tel: 029 2067 5800 or e-mail: [email protected]
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Solar Panel Programme
ASB MATTERS
11
The Association continues to tackle anti-social behaviour which seriously affectsthe health and well-being of the individual, the family and the community. We arecommitted to making every effort to bring about positive changes in behaviourand we use every legal remedy available to us to combat neighbour nuisance andanti-social behaviour.
Working in Partnership
Remember, you don’t have to deal with issues o
f
Anti-Social Behaviour alone. We can and will be
able to support you if you are suffering.
For all Anti-Social Behaviour issues / queries please contact:
ASB Co-ordinator – Liz Magness – 029 2067 2465 ASB Officer – Iestyn Hart – 029 2067 2466
Email: [email protected]
Old St MellonsAs a result of verbal abuse towards a Hafodmember of staff a tenant was issued with aNotice of Seeking Possession. The tenant isnow at risk of losing their home if theycontinue their abusive behaviour towardsstaff.
MaestegA resident was verbally abusive andthreatening towards members of staff, whenthey went to visit. The Association took legalaction by way of an anti-social behaviourinjunction. Continued abusive andthreatening behaviour will put the tenant atrisk of losing their tenancy.
Rhondda Cynon Taff As a result of anti-social behaviour from atenant and family (5 children). The father ofthe family was subject to an injunction orderand excluded from the area for a period oftwo years but breached the order on severaloccasions and was subsequently given acustodial sentence of 16 weeks. A Possessionorder was obtained and the warrant wassuccessful. The tenant and their family wereevicted.
BridgendAs a result of anti-social behaviour andcriminal activity. Working in partnership withBridgend Neighbourhood Policing Team, theAssociation issued a formal warning to atenant. The tenant received a police cautionfor drug activity. The tenant is now at risk oflosing their tenancy for any future anti-socialbehaviour.
12
MONEY MATTERS
Universal Credit continues to be rolled-out across the UK. It is replacing:
• Jobseeker’s Allowance• Housing Benefit• Working Tax Credit• Child Tax Credit• Employment and Support Allowance• Income Support
At the moment to be affected you need to be:
• Single (not living with a partner) AND• Have no dependents AND• Be under pension age AND• Making a new claim or change of
circumstances AND• Be making a claim in one of the ‘roll-out’
areas AND
The ‘roll-out’ areas are Torfaen and Newportwith Bridgend is following from May onwards.
Universal Credit will be paid in one monthlylump sum and will include an amountintended to cover your rent. There is nolonger an option to have Housing Benefitpaid directly to us.
Housing Benefit will no longer exist and youmust be responsible for paying the rentelement of your Universal Credit direct to us.
Under Universal Credit you will beresponsible for:
• Claiming Universal Credit on-line• Making sure you have a suitable
bank/post office account for the UniversalCredit to be paid into
• Arranging for your rent to be paid to Hafod• Budgeting for the whole month to make
sure you can cover all your bills and otherexpenses
If you think you may need help withany of these responsibilities pleasecontact us on Tel: 029 2067 5800 /Email: [email protected]
The SMART Money Team can provide helpand support with:
• Access to computers and the skills toclaim on-line
• Setting up budget plans• The range of payment methods available
eg. Direct Debit...
Universal Credit Update
New Approachto Rent SettingWe wrote to all tenants in September 2014setting out proposed changes to how we setproperty rents. These changes were confirmedby Hafod’s Board in December. We remaincommitted to charging rents that are below themaxima allowed by the Welsh Government. Inthe meantime we have calculated rents fromApril 2015 and have notified you of your newrent. Please contact the office if you wantfurther information.
MONEY MATTERS
13
What is thenew StatePension?
How new State Pension affects currentpensionersThe new single-tier pension will only affectpeople reaching State Pension age from 6 April2016 onwards. That is:
• women born on or after 6 April 1953
• men born on or after 6 April 1951.
The current State Pension and benefit systemswill continue for those who are alreadypensioners or who reach State Pension agebefore 6 April 2016.
In May 2014, Parliament agreed thePensions Act 2014. The act:• introduces a single-tier, flat-rate State
Pension, which will replace the basic andadditional pensions for people reachingState Pension age from 6 April 2016 onwards.
• increases the State Pension age from 66 to67 between April 2026 and April 2028.
• makes provision for 5-yearly reviews of theState Pension age.
New State Pension changes explainedWhen the new single-tier pension is fullyintroduced it will have the following features:
• Current basic and additional pensions will bereplaced by a single pension.
• The level will be set in autumn 2015 and will beworth more than the standard amount ofPension Credit guarantee, so at least £148.40 aweek. Please note you may get more or lessdepending on your individual circumstances.
• The full single-tier State Pension will begiven to people with at least 35 yearsNational Insurance (NI) contributions orcredits.
• To qualify for any new State Pension, peoplewill need at least 10 years of contributions.Those with between 10 and 34 years ofcontributions will receive a proportion of thepension.
• Contracting out’ will end. This will onlyaffect people in defined benefitoccupational schemes as it has alreadyended for people in defined contributionschemes.
• It will be an individual entitlement, so ingeneral there will be no special rules forpeople who are married or in civilparnerships, bereaved or divorced.
• Pension Credit and other means-testedbenefits will continue to provide a safetynet, but the savings credit element ofPension Credit will be abolished.
• The proposals are intended to be costneutral every year – meaning that overallspending on State Pensions will notincrease – so there will be winners andlosers as compared to the current system.
A new single-tier, flat-rate State
Pension is being introduced which will
affect people reaching State Pension
age from 6 April 2016 onwards. Find
out what the changes mean for you.
Â
Continued on page 14
14
MONEY MATTERS
How pension changes affect benefits andentitlement
Pension Credit guarantee will continue to beavailable under the new system, but thosewho reach State Pension age on or after 6April 2016 will not be able to claim savingscredit.
Housing Benefit will continue (but will beincorporated into Pension Credit in thefuture) and the system of Council Taxsupport will also remain.
New IncomeManager Appointed
How it will affect individual entitlement
The State Pension is based on your owncontributions and in general you will not be ableto claim on your spouse or civil partner’scontributions at retirement or if you arewidowed or divorced. However, if you'rewidowed you may be able to inherit part of yourpartner’s additional State Pension already builtup. There is also provision under the newsystem for women who paid the reduced rate‘married woman’s contributions’ to use thesecontributions towards the new State Pension.
If you are not on course to receive a full State Pension on your own contributions you maybe able to increase your entitlement – for example by paying voluntary NI contributions or ifyou are eligible for credits. Contact the Pension Service for more information.
New Memberof Staff
We recently appointed a newmember of staff. MartinWebb joined the Associationin October 2014 as an
Income Officer. Martin brings with him anumber of skills and knowledge that willbenefit both our tenants and the Association.Martin previously worked for Cardiff & ValeCredit Union as a Credit Control Officer.
Following the retirement of AnnJones in 2014 the Association
recently held interviews to appoint a replacementIncome & Financial Inclusion Manager we arepleased to inform that Hafod’s Linda Lewis wassuccessfully appointed to the post.
Linda was delighted with her appointmentand said “I am pleased to have been giventhis opportunity and realise that with theongoing Welfare Reform changes, especiallythe introduction of Universal Credit, this willmean some challenging times are ahead forboth the Income and SMART Money teams,who I am sure will continue to committhemselves to providing assistance andsupport to our tenants to help them with thechanges the reforms will bring.”
Martin said “Everyone in Hafod has helped
me settle in so far, and I’m really enjoying
working as part of the Housing Income
team.” Martin is a professional musician
and a keen Liverpool, Cardiff Blues and
Glamorgan Cricket fan.
PERFORMANCE MATTERS
15
Service Standards 2014Customer Care Service Standard – When you contact us we will treat you with respect,courtesy and consideration. We will deal with your enquiry in an effective and timely manner andkeep you informed of progress. We will treat you equally, honestly and fairly, placing people whowant to use our services at the heart of our work.
84% 81% 82%
84% 72% 67%
77% 74% 69%
2012 2013 2014
Tenants told us they were satisfied with how theirenquiry was dealt with.
Tenants told us that they felt kept informed ofprogress with their enquiry.
Tenants told us they were satisfied with their lastcontact with Hafod.
68% 67% 61%
60% 54% 43%
73% 70% 66%
85% 82% 79%
2012 2013 2014
Tenants told us they were happy withcommunal cleaning
Tenants told us they were happy withwindow cleaning
Tenants told us they were happy withlandscaping
Tenants told us they were happy with thecondition of site
• Monmouthshire Housing 91%• Flintshire Council 88%• Hafod Housing 86%• Newport City Homes 81%• Pennaf Housing Group 81%
The HouseMark STAR report for 2014 (based on 2013 data) shows that Hafod has the 3rdhighest percentage of tenants who are satisfied with their neighbourhood as a place to live,compared to other landlords as below:
• Cartrefi Cymunedol Gwynedd 80%• Bron Afon 78%• Mid Wales Housing Association 77%• RCT Homes 73%
We will investigate the reason that we have such low satisfaction concerning tenantsfeeling they are kept informed of progress with their enquiries throughout 2015.
Estate Management Service Standard – We will make sure the areas you live in remain clean,well maintained and safe places for you to live. We will make sure our properties are clean, safeand secure when you move in.
In 2013 we conducted a Site Service review and in 2014 developed a new team to managethe services you receive. We will report our progress at meeting the recommendationsfrom our review and report updates and changes to the services throughout 2015.
PERFORMANCE MATTERS
16
Becoming a Hafod Tenant Service Standard – We will work in partnership with LocalAuthorities and Housing Associations to provide you with information about common waiting listarrangements in the areas we have properties. We will allocate our properties fairly andtransparently. We will make sure our properties are clean, safe and secure when you move in.
93% 92% 98%
85% 86% 90%
89% 80% 83%
86% 82% 78%
2012 2013 2014
New tenants informed us they were happy with theinformation they were provided on their new home.
New tenants informed us they thought their propertywas clean.
New tenants informed us that their property was in agood state of repair.
New tenants told us they given support and helprequired throughout the lettings process.
Living in Your Home Service Standard – We will help you stay in your home with confidencefor as long as you want to and support you when you encounter problems. We will help youaccess support if required.
97% 93% 94%
71% 73% 71%
53% 59% 50%
82% 78% 78%
2012 2013 2014
Tenants rated our lettings service as 8 out of 10 or more.
Tenants told us they were happy with thesupport provided for tenants.
Tenants told us they were happy with oursupport for vulnerable tenants.
Tenants have lived in our properties for over 2 years.
Repairs & Maintenance Service Standard – We will respond to your repair or maintenancerequest within an agreed timescale and will aim to complete the repair in one visit, or will keepyou informed as to when this will work will be completed.
82% 78% 79%
90% 92% 92%
93% 87% 92%
98% 89% 97%
2012 2013 2014
Tenants told us they were satisfied with the repairsand maintenance service.
All repairs reported were completed within ourpublished timescales.
Contractors turned up to appointments on time.
Tenants told us they were happy that thecontractors left their house clean and tidy.
We will investigate the reasons for low satisfaction concerning the support we provide ourvulnerable tenants in 2015
PERFORMANCE MATTERS
17
• Monmouthshire Housing 87%• Isle of Anglesey Council 83%• Pennaf Housing Group 81%• United Welsh 79%• Hafod Housing Association 78%• Mid Wales Housing Association 76%
In the HouseMark STAR report for 2014 (using 2013 data) we have the Fifth highest percentageof tenants satisfied with this service.
• Newport City Homes 76%• RCT Homes 72%• Flintshire Council 71%• Bron Afon 61%• Carterfi Cymnedol Gwynedd 61%
Planned & Cyclical Maintenance Standard – We will prepare, deliver and communicate ourplanned and cyclical maintenance programme which will guide major works and redecoration toour properties and allow for consultation with you.
96% 88% 91%
94% 90% 91%
97% 94% 94%
2012 2013 2014
Tenants were provided with an explanation ofworks prior to work starting.
Tenants told us they felt well informed ofprogress during works.
Tenants rated the quality of finished work asgood.
Income Management / Paying Your Rent Service Standard – We will provide information,advice and support to enable you to pay your rent and maintain a clear rent account. We will besympathetic and provide practical debt advice or signpost you to agencies that can help if youshould experience financial problems.
93% 85% 83%
82 175 186
172 169 245
100% 93% 89%
2012 2013 2014
Tenants told us they were satisfied withrent payment advice provided.
Tenants accessed our debt adviceservice.
Tenants accessed welfare benefitsadvice service.
People told us they found theseservices helpful.
You can obtain a copy of our full report which
highlights all of our performance statistics
throughout 2014 by contacting Chris Davies on
029 2067 5831. The full report can also be
accessed on our web-site:www.hafod.org.uk
You can also look at our web-site toview our 2014 AchievementsPublication (contact us for a hard copy)and keep an eye out on our web-siteover the next couple of months forHendre’s 2014 Annual report
PERFORMANCE MATTERS
18
Anti-Social Behaviour Service Standard – We will make full use of the wide range of actionsopen to us to make sure you do not suffer from excessive and unreasonable nuisance or anti-social behaviour.
61% 67% 62%
58% 70% 63%
250 196 162
2012 2013 2014
Tenants told us they were satisfied with supportprovided by staff.
Tenants were happy they had their problemdealt with.
Referrals were made to other agencies to assistour tenants.
Tenant Involvement Service Standard – We will provide opportunities at all levels of our workfor you to be involved. We will tailor our tenant participation programme to support differentmethods and levels of involvement which suit your needs and preferences.
167 98 113
80% 74% 69%
2012 2013 2014
Tenants are actively involved with theAssociation
Tenants told us they feel Hafod take account oftheir views.
• Monmouthshire Housing 79%• Hafod Housing Association 74%• Newport City Homes 73%• United Welsh 71%• RCT Homes 64% • Bron Afon 58%
The HouseMark STAR report for 2014(based on 2013 data) highlights that wehave the second highest percentage oftenants who feel we take account of theirviews when compared to other landlords:
We will investigate the reasons for low satisfaction concerning our Anti-Social behaviourservice in 2015 and report back to you concerning the improvements we are going tomake to the service.
PERFORMANCE MATTERS
19
STAR Year on Year
2012 2013 2014 Change STAR STAR STAR 2013/14
Housing ServicesTaking everything into account, satisfied with the services provided by Hafod 90% 88% 87% ‹Overall quality of your home 83% 91% 91% nGeneral condition of your home 89% 88% 89% €Your neighbourhood as a place to live 88% 86% 86% nValue for money of your rent 87% 87% 86% ‹Value for money of your service charge 87% 73% 72% ‹Clarity of information about setting rent & service charges 75% 89% 88% ‹How Hafod gives you a say on services funded by service charges 91% 76% 69% ‹‹That Hafod keeps you informed about things that might affect you as a tenant - - 89% That Hafod gives you the opportunity to make your views known 74% 82% 82% nThat Hafod takes account of your views - - - ×That Hafod listens to your views and acts upon them? 80% 74% 69% ‹‹That Hafod treats you fairly 72% 86% 82% ‹How enquiries are dealt with - - - ×Ability of staff to deal with query quickly & efficiently 84% 81% 82% €Staff were able to deal with the problem - - - ×The way you were kept informed of progress with your query - 72% 67% ‹‹The way your query was dealt with overall - 77% 71% ‹‹The final outcome of query 77% 74% 69% ‹‹Hafod provides information & advice in a timely manner which is helpful and easy to understand 93% 95% 95% n
Repairs & MaintenanceGeneral satisfaction with repairs & maintenance 82% 78% 79% €
Satisfied with the following, about the last repair:Being told when workers would call 86% 81% 87% €€Being able to make an appointment 83% 80% 84% €Time taken before work started 80% 78% 80% €The speed of completion of the work 84% 82% 85% €The attitude of workers 92% 90% 91% €The overall quality of work 84% 86% 86% nKeeping dirt and mess to a minimum 88% 89% 89% nThe repair being done “right first time” 77% 77% 80% €The contractors doing the job you expected 81% 83% 84% €Repair appointment was kept 88% 87% 87% nContractor showed proof of identity 71% 77% 79% €
PERFORMANCE MATTERS
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2012 2013 2014 Change STAR STAR STAR 2013/14
Estate ServicesWindow cleaning 60% 54% 43% ‹‹Cleaning of indoor communal areas 70% 68% 62% ‹‹Cleaning of outside communal areas 66% 66% 60% ‹‹Litter picking 73% 64% 59% ‹‹Grass cutting 81% 77% 74% ‹Maintenance of planted areas 64% 69% 57% ‹‹Overall estate services provided by Hafod 85% 82% 80% ‹Value for money of estate services 80% 77% 75% ‹Overall appearance of neighbourhood 85% 82% 79% ‹
Your Neighbourhood Rubbish or litter 11% 12% 13% €Noisy neighbours 10% 10% 11% €Dog fouling / dog mess 13% 10% 15% €€Other problems with pets & animals 8% 7% 10% €Disruptive children / teenagers 11% 9% 8% ‹Racial or other harassment 3% 2% 3% €Drunk or rowdy behaviour 7% 8% 8% nVandalism & graffiti 5% 3% 2% ‹Property damage 3% 3% 3% nDrug use or dealing 7% 7% 9% €Abandoned or burnt out vehicles 1% 1% 1% nOther crime 3% 1% 3% €Fear of crime 6% 4% 7% €Access to local services 2% 3% 2% ‹General environmental issues 2% 2% 1% ‹Noise from traffic 4% 5% 5% nCar parking 15% 14% 14% n
Anti Social Behaviour Satisfied with the way Hafod deals with ASB 61% 64% 58% ‹‹The advice provided by staff 70% 80% 77% ‹Being kept up to date throughout case 57% 73% 54% ‹‹How well Hafod kept to the agreed action plan 60% 68% 58% ‹‹The support provided by staff 59% 67% 62% ‹‹The speed with which the case was dealt 54% 70% 58% ‹‹The way the case was dealt with overall 58% 70% 53% ‹‹The final outcome of the case 56% 58% 53% ‹
PERFORMANCE MATTERS
21
In 2014 the Service Improvement Team carriedout a review of the way we deal with complaints.The Association has a wide definition of the termcomplaint. Its Complaints Policy states that:
“A complaint is an expression of dissatisfaction,however made, about the standard of service,actions or lack of action by the Association, itsstaff or contractors, affecting an individualcustomer or group of customers.”
Ideally complaints should be used as valuablefeedback which can make an importantcontribution to the improvement of services.Unfortunately the review did not find evidencethat we deal with complaints in a systematicmanner, in fact, there has been an inconsistentapproach with the logging, investigating andresponding varying across and between teams.
The current approach puts us at risk of notmeeting the requirements of the Public Service
Ombudsman for Wales and also increasedcustomer dissatisfaction with our services.
In response to the review the ServiceImprovement Team put together an ActionPlan designed to specifically address theproblems highlighted. This report has beenconsidered by the Association’s TenantScrutiny Panel and their feedback waspresented to the Association’s Finance andPerformance Committee in February 2015.
The Action Plan was accepted so we are fullycommitted to making substantial improvementsin this area.
A full copy of this report and the Action Plancan be accessed on our websitewww.hafod.org.uk.If you would like to be senta copy please contact Chris Davies on 029 2067 5800 or [email protected].
2014 Service Review
2012 2013 2014 Change STAR STAR STAR 2013/14
ComplaintsSatisfied with the way Hafod deals with complaints 63% 68% 65% ‹Aware that Hafod has a formal complaints procedure 59% 64% 64% nMade a complaint to Hafod in the previous 12 months 17% 20% 21% €
Satisfied with: How easy it was to make a complaint 73% 77% 76% ‹Information & advice provided by staff 59% 61% 58% ‹Being kept informed about progress of complaint 45% 46% 50% €Support received while complaint was dealt with 44% 45% 47% €Speed with which complaint was dealt 48% 45% 53% €€The way complaint was handled overall 49% 47% 51% €Final outcome of complaint 45% 42% 49% €€
Feel that Hafod has learnt lessons and services will improve 62% 53% 49% ‹
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MAINTENANCE MATTERS
Light Bulbs
We have a programme of periodically testing the condition of thewiring, cables and electrical fittings in all our homes.
The consumer unit is also tested as this is the main safety protection devicefor the property to prevent overloading the circuits and reduce the risk ofelectrocution from faulty appliances. We also take the opportunity to replacesmoke and carbon monoxide detectors in your home.
This is essential work which helps keep your home safe. Regrettably in afew cases we cannot gain access to carry out this work and have to resort tolegal action. Please therefore co-operate fully in allowing access for this work.
We receive a lot of queries from tenants askingus to replace light bulbs in their homes(especially the bathrooms). The Associationdoes not replace light bulbs for tenants. It isyour responsibility to replace the bulbs whichfail around your home.
Please see opposite details on how to replacelight bulbs in two of our most common bathroomlight fittings:
Lighting types are ceiling mounted circularpoly carbonate bulkhead:
Option 1 – Nimrod – This comes with 2 screws• Isolate light • Please remove diffuser (cover) with
screwdriver and carefully place aside• Remove existing 2D fitting, install new 2D
fitting and remove u/s fitting appropriately• Place diffuser to base, replace screws being
careful not to overtighten, test light
Option 2 – Orion• Isolate light• Twist diffuser cover and carefully place aside• Remove existing 2D fitting, install new 2D
fitting and remove u/s fitting appropriately• Place diffuser to base and twist to re-fix
External Wall InsulationIn October 2014 Hafod Housing startedits biggest single refurbishment project atLynmouth Cresant, Rumney, Cardiff.
The work involved the replacement of the Windows,External Flat Doors, Replacement of Fascias, Soffitsand Rainwater goods and the installation of a newExternal Wall Insulation system. The works areprogressing well and should be completed by theend of March 2015.
Electrical Testing
Nimrod Orion
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PreviousWinner
Chris DaviesSpring CompetitionFREEPOST – RTJK-LCSX-KKZUHafod Housing Association Ltd, St. HilaryCourt, Valegate Business Park,Copthorne Way, CARDIFF CF5 6ES
Maintenance ContactsTo report or enquire about a repair pleasecontact the Customer Services Teambetween 8:30am – 4:30pm Mon – Frion: 029 2067 5800 or e-mail:[email protected]
If you have a problem with your plumbing orheating, please contact Liberty Gas onFreePhone 0800 3284322 or e-mail:
Should you have an emergency out of hoursbetween the hours of 5pm and 8am you caneither contact our office number on 02920675800 or alternatively you can email directlyto [email protected].
Prize Draw WinnersCongratulations to the following who eachwon a cheque for £50 in our quarterly prizedraw:
Mr S Wilce – CardiffMr D Prewett – Maesteg
All tenants who allow access to ourcontractors Liberty Gas to service the gasboiler in their homes and return a satisfactionsurvey, along with tenants who completethe satisfaction survey we issue concerninga repair undertaken at their home, are putinto a prize draw each quarter.
The chance to win £50 couldn’t be easier!!!
£50
The Great Spring Giveaway!!
Congratulations!!!£100The lucky winner of our Spot The Bauble
competition in the last edition of Hafod’s Own was:
Mrs A Harding from Rhondda Cynon Taff.Congratulations to Mrs Harding who won £100
Simply send your name, address and telephone number byFriday 8th May 2015 to:
Would you like to win £50 for doing nothing?That’s right!! You could win one of 2 prizes of£50 just for sending in your name, addressand telephone number:
2
FINAL WORD
24
Communication MattersCommunicating with you in a timely and efficient manner is essential if we are toprovide excellent services. Do you have an interest or skill for communications?
Or would you simply be prepared to giveup some of your time to help us reviewour methods of communication withtenants and members of the public.
If you are interested in helping us review ourmethods of communication, please contactChris Davies on 029 2067 5831 or [email protected]
Self-AssessmentUpdateIn 2013, the Welsh Government published its formalassessment of the Hendre Group, which includesHafod Housing as your Landlord.
The assessments we have help us determine howwell we are performing as a landlord and help us
We place the people who want to use our services at the heart of our work – putting the citizen first.We live public sector values, by conducting our affairs with honesty andintegrity, and demonstrate good governance through our behaviour.We make sure our purpose is clear and we achieve what we set out to do – knowing who does what and why.We are a Financially sound and viable business.We engage with others to enhance and maximise outcomes forservice users and the community.We build and renovate homes to a good quality.We let homes in a fair, transparent and effective way.We manage our homes effectively.We repair and maintain homes in an efficient, timely and cost effective way.We provide fair and efficient services for owners.
Copies of the full judgements can be accessed on our web-site – www.hafod.org.ukIf you would like copies sent, please phone – 029 2067 5800 or e-mail [email protected]
If your answer is ‘yes’ then we would like to
hear from you. The Association currently
communicates in a number of ways such as:
• Tenant Newsletter
• Web-site / Social Media
• Information Booklets
highlight areas of our services that we need toimprove. As part of our assessment process,we undertake annual reviews of our servicesand in December 2014 we asked our Boardto cast their judgements on how well theythought we are currently meeting. Below area list of the delivery outcomes we are judgedon by the Welsh Government and our Boardjudgements:
Delivery Outcome Board Judgement
Good
Good
Good
Good
Good
Excellent
GoodGoodGood
Average