Annual Report 2011/2012

Our HomesOur Tenants Our Facts Our Figures

2 NCHA Annual Report 2011/12 3

It’s been another busy year at NCHA and I’m delighted we’ve made excellent progress in many areas. Nowhere is this reflected better than in our biannual tenants’ survey. More than 90% of you have told us you’re satisfied with our overall service – which is up from 2009. More of you are also telling us that your rent is good value for money and that we’re

better at keeping you informed.

Another feather in our cap was news we had earned accreditation from the Tenant Participation Advisory Service, an independent body representing tenants. We’ve done a lot of great work with TPAS, including setting up a tenant Scrutiny Panel to hold us accountable and make recommendations to myself and the NCHA team.

I see the accreditation and improved survey results as evidence we’re listening to you and working hard to improve services. We’re particularly keen to improve the services to our most vulnerable tenants. Whether that’s through creating a more personalised repairs service or helping you if you fall behind in your rent. We’re also continuously looking for ways to be more efficient so we can put more money into frontline services. Even by making seemingly small changes – like changing who cleans your windows – we’re able to save money.

Over the past year we built several hundred new homes – despite the continuing economic climate – all of which are built to high levels of sustainability and energy efficiency. Just another way we’re helping you save money and improve your standard of living.

Enjoy this year’s annual report and thank you for helping us do better.

Mike AndrewsChief Executive

Providing a better service

Shape the futureOne of the great things about NCHA is that tenants can be involved in virtually everything the organisation does – including helping to create this annual report. We think it’s a great way to give you a better understanding of what NCHA spends your rent on.

It’s important that we, as tenants, influence NCHA’s plans – after all, what they do affects so many people. You can get involved at any level, whether it’s helping with estate inspections, attending meetings or simply telling NCHA what you think of their services. Don’t be afraid to give your opinion – it really does make a difference.

Please get in touch with NCHA if you’d like to be more involved in improving their services in the future.

Graham CarvellChairman of NCHA’s Tenants and Residents Consortium

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To ensure quality housing and services, tenants are involved at every stage.

Getting involved

“I see the tenant satisfaction survey results

as proof that NCHA is working hard to deliver

efficient services at a high standard. As a tenant, it’s very important to me that my rent remains affordable and I receive great services

from my landlord.” Denise Maguire, NCHA tenant

and board member

Customer Advisory Panels give tenants a say in local and association-wide issues. Last year we promised to make available all the policies they want to see. And that’s what we’ve done. This process ensures you can have a say on the most important changes that affect our services – and you.

Thumbs up from tenants’ organisationIn May 2011 we received accreditation from the Tenant Participation Advisory Service (www.tpas.org.uk). This is a national, independent and non-profit organisation that stands up for tenants’ rights.

They described our submission for accreditation as one of the best they’d seen. They were particularly complimentary of our commitment to getting residents involved in everything we do.

Working with TPAS we have:

• Put more information on our website (www.ncha.org.uk), providing clearer advice on how to get involved in improving our services.

• Provided training so that better notes can be taken in meetings. This means greater accuracy when recording discussions.

• Created an independent tenant and resident Scrutiny Panel. The Panel’s job is to look at how well NCHA is performing and hold us accountable to our promises. The Panel will compare us with similar organisations

and make recommendations for improvements directly to the people who run NCHA.

• Quoted the Services Inspection Team as an example of good practice in their accreditation report.

Planting the seeds for successThe Tenants and Residents Consortium once again held its popular tenants’ roadshow earlier this year. Visiting communities in Northampton, Sleaford, Nottingham, Ashbourne, Newark and Loughborough, the roadshow offered a mixture of family fun and a chance to talk to us about a range of issues.

This year’s theme was gardening, with BBC Nottingham’s gardening expert, John Stirland, offering green-fingered tips. Our staff were also on hand for advice and to discuss various topics, such as solar panels and our new reward scheme. This initiative offers model tenants the chance to win up to £500. You can also apply for grants of up to £500 to help with educational, sporting or cultural activities. See housing.ncha.org.uk for more details.

An action plan for improvementThere were lots of positives from our recent tenant survey, but we know there are some areas we need to improve. Some of you reported that rubbish, car parking, noisy neighbours and rowdy behaviour are a problem in your communities.

To address these issues, we’ve worked with tenants to draw up an action plan. This includes a new policy on car parking, working with Environmental Health and other landlords to tackle noise issues, and

the use of early-intervention tactics such as referring anti-social behaviour to the Community Accord mediation service (www.communityaccord.com).

Tenant satisfaction survey

91% satisfied with our overall service (88.5%)

88% said we were good at keeping them informed (70%)

86% said their rent is good value for money (77%)Previous survey (2009) figures in brackets.

Helping you stay safeWe’ve listened to your feedback. Now, every year as part of our gas boiler service, we’ll check that your smoke detectors are working properly. Advice for checking your own detectors can be found in the tenant handbook (green book 2: Looking after your home). We also now have the highest number of gas safety certificates, with virtually all properties having one. The certificate testifies to the safety of your gas appliance.

Clearer savingsThis year we employed a new company to clean your windows. That might not seem like a big deal, but it will save us almost £4,000 a year – money we can reinvest in services and home improvements.

We’re always looking for ways to save you money. Take freephone numbers. They’re great – unless you use a mobile rather than a landline. With that in mind we’ve now introduced a ‘normal’ number for repairs. It’s 0115 844 2931. The freephone repairs hotline is still available: 0800 317 861.

The personal touchWe all like to receive excellent personal service. So now, when you call us for a repair, we’ll ask if you have any specific requirements to make that service a little bit better.

You might take slightly longer than most to answer the door, and so need your repair person to wait. You might not like opening the door to strangers, so want the visitor to have a password. Or you might need leaflets with large print. Whatever you need, we’ll do our best to make

your repairs as quick, easy and painless as possible.

New repairs serviceTo help shared owners and leaseholders, we’re now offering you access to our trusted repairs services at a competitive price. Contact us on 0800 317 861 / 0115 844 2931 to find out more.

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Leaky taps, loose tiles or something more urgent. We’re there when you need us.

House proud

“I was very happy with the gas breakdown service

provided by NCHA.” NCHA tenant

When something breaks, you want it fixed fast. And as these stats show, we’re doing pretty well:

99.27% of tenants satisfied with their repairs(Telephone survey of 2,985 tenants)

99.9% of emergency repairs completed within 24 hours (1,036 appointments)

97.87% of urgent repairs completed within 6 working days (3,123 appointments)

98.73% of routine repairs completed within 30 working days (6,402 appointments)

Are you happy with your repairs? If not, let us know. Call Maintenance on 0800 317 861/0115 844 2931.

“The NCHA guys made an excellent job of my

kitchen. They were both really pleasant and cheerful

and a pleasure to have in my home, a credit to themselves and NCHA.”

NCHA tenant

Energy prices only ever seem to go one way: up. But there are quite a few things we can all do to make gas and electric a little cheaper.

This year we launched our Home Energy Evaluator Project. Two hundred tenants took part, which involved a survey carried out by our energy-saving experts. They identified areas where the tenants could save money, such as loft insulation, reducing the hot water temperature and switching to a better tariff. Tenants also received free energy packs that included energy-saving light bulbs and energy monitors, which show how much you’re using.

Contact our Energy Team on design@ncha.org.uk if you’d like advice on cutting energy consumption and dealing with fuel debt. You can also find information in the Maintenance and Repairs section of www.ncha.org.uk.

We’re doing our bit tooThis year we changed our skip provider to a company that recycles over 90% of our waste and has reduced both carbon dioxide emissions and rubbish going to landfill.

“We saved money!”On average, tenants who took part in our energy-saving project saved £45 a year!

A tenant was advised to turn down slightly her hot water temperature and switch energy tariffs. She’s now saving over £100 a year.

Another resident saved £60 a year, simply by using an energy monitor. The monitor made him aware of just how much electricity he was using, encouraging him to switch things off.

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Saving energy = saving money. And we can help you do it.

Energy savers

“Thank you for my free loft insulation. Now our energy bills should be lower and our house

warmer – which is great because we have a baby

and another on the way!” NCHA tenant

When a tenant moves out, we get it ready for the next resident as quickly as possible.

Speedy makeovers

It’s not always straightforward; there’s often quite a bit to do in terms of essential maintenance and redecoration. We might have to upgrade the heating system, improve the wiring and generally make sure it’s in great shape for the next family. Doing this quickly ensures gaps in rent are limited. This saves us money that goes back into services that benefit everybody.

Cutting our relet time… againOnce again we’ve reduced how long it takes us to get a house ready for the next tenant, continuing a positive trend:

32.0 days in 2009/10

30.6 days in 2010/11

29.7 days in 2011/12

We’re really pleased with the progress, but we know we could do better. Last year we promised to ensure all empty homes are repaired and let at the agreed cost and time. While we’ve met the cost, we were aiming for a turnaround time of 26 days. Following an assessment we’re putting new processes in place which include:

• preparing surveys earlier

• having contractors ready to start sooner

• working with prospective new tenants earlier to reduce refusals

• tighter management over the whole project

Keeping our promisesLast year we promised to tell you how satisfied tenants are with their new homes. And that’s what we’ve done. Results of new tenant surveys are now published in Link magazine.

From relets to resalesFor shared owners, this year we introduced a re-sales service for those who want to move. This takes the hassle out of selling the home through an estate agent. And in new sales for 2011/12, 61 families were able to part buy their home, despite a challenging market and lack of mortgage availability.

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We’re working hard to help tenants stay up to date.

We provide help and support to help you live a better life.

Rent support

Betterlives

Of course, a few people occasionally fall behind with their rent. This happens for all sorts of reasons and when it does, it can cause a lot of worry. Whatever the reason, NCHA is committed to providing friendly and confidential support.

Can’t understand why you’re always a week behind?Well, that’s probably our fault – not yours! For some receiving Housing Benefit, our system would always show they were a week in arrears. Unsurprisingly, this confused quite a few people. We’ve now fixed the problem. Sorry for the inconvenience!

Helping vulnerable tenants

Falling behind in the rent can be stressful, particularly if you’re elderly, suffer from ill health or have mental health problems.

For all vulnerable tenants, we promise to visit or phone before sending letters. That way we can discuss problems in a more considerate way. Here’s how we’ve recently assisted some of our residents:

Mrs B of Basford, NottinghamMrs B is elderly and has many health issues. She also worries a lot. One of our income officers always rings or visits Mrs B to explain any problems, easing her anxiety and helping her find a solution.

Ms L of Newark, NottinghamshireMs L has difficulty understanding English over the phone and in letters. A change in her personal circumstances meant her benefit was cut without her understanding why. As a result her rent stopped. Our income officer worked with Ms L to resolve her entitlement and reduce her stress.

Ms P of Carrington, Nottingham

Help for homeownersThe recession has affected many homeowners. This year we were able to buy 11 houses facing repossession, helping people stay in their homes. This brings the total number of families helped to 38.

The earlier you call, the quicker we can helpIf you fall behind in your rent, we promise to contact you within two weeks. Whatever the reason, talk to us – we’re here to help. Our Income Team provides a confidential and totally supportive service. Call 0115 844 3150 or for free on a landline: 0800 013 8555.

Keeping our promisesLast year we promised to tell you in January of annual rent and service charge increases. And that’s what we’ve done, publishing an article in Link magazine.

People with learning disabilities and mental health issues, those facing homelessness, vulnerable young people, older people and women and children escaping violence. There are many in our communities who need a little help to live happier, safer and more independent lives.

At NCHA, our Housing with Care and Support department is committed to high-quality services, high-performing staff and maintaining strong relationships with tenants, service users and their support networks.

These aims are particularly important given the increasingly challenging environment faced by the adult social care sector over the last few years.

Personalised servicesThere have also been some major changes to the way services are commissioned, with those who use services allocated their own budgets to spend where they see fit. As a result, we’ve had to change the way we help, expanding our personalised services, which can include helping tenants with bathing, dressing, domestic chores, shopping, preparing food, taking medication and more.

Despite the challenges, the past year has seen a lot of success. We were recently inspected by the Care Quality Commission, who gave us an excellent report. After interviewing service users and their families, they said: “The people we spoke with told us the staff

were kind, caring and respectful at all times. A relative told us they had not realised how good the service provided by NCHA was until they had support from another organisation.”

For more information visit www.personalisedsupport.co.uk.

“The care staff really understand my relative’s

needs. They seem confident and calm and

they deliver care in such a warm and pleasant way.”

Quote from Care Quality Commission report

The percentage of tenants who are satisfied with how we manage rent accounts and provide debt advice:

75% 2009/10

85% 2010/11

87% 2011/12

Tenant satisfaction survey

Rent ArrearsEvery year we aim to reduce rent arrears. This year the percentage of those who fell behind in their rent dropped to 4.43%, down from 4.78% last year and our lowest ever figure. That might seem like a small improvement, but it saves us £117,206. That’s money we can invest in home improvements and services.

4.43% 2012

4.78% 2011

5.06% 2010

5.97% 2009

6.13% 2008

Tenant satisfaction survey

95% of service users are satisfied with our services.(739 people surveyed)

We understand how frustrating and disruptive anti-social behaviour (ASB) can be – even on a so-called minor level.

Unfortunately, the number of reported cases of ASB has risen again this year, including in the most serious category, which covers violence, racial harassment and drug-related crime.

Our aim is to make contact with 95% of people reporting ASB within three working days for the most serious cases (one working day if there’s a threat of violence), or seven working days for noise nuisance, neighbour disputes and intimidating behaviour. We achieved 86%, which means we have not lived up to our promise from last year’s report. This is not acceptable to us or to you.

New investment As a result of not meeting our target, we have invested more money in recruiting new staff and decreasing the amount of houses they have to cover. We have employed a new ASB Officer in our southern region, where some of the most serious offences

occur. Two new Estate Oficers have also been taken on for our Ollerton and Leicester offices. We trust this will help us meet our targets in future.

Estate improvementsThis year our Estates Team carried out 498 inspections. From these we were able to make quite a lot of improvements.

Our scheme managers are our eyes and ears on the ground. In 2011/12 they dealt with 128 issues, including: • removing items left in

communal areas• replacing light bulbs• carrying out small repairs • replacing signs• cleaning fences• clearing litter

But of course, it’s up to all of us to make our communities nicer places to live. And we dealt with some issues by contacting residents to remind them of their responsibilities. These include:

• keeping communal areas clean and tidy

• reporting repairs to us• parking correctly • keeping communal doors closed

and secure

Brightening up our communitiesOver the year we allocated £110,000 to community improvements, which was spent after requests and consultations with residents. Improvements included:

• rebuilding and relocating a bin storage area, which had become shabby and was attracting anti-social behaviour

• providing fencing for open-plan gardens that were being used as a footpath and play area

• resident-only car parking signs

• security lighting for a bicycle store

Get involved!Last year we promised to carry out 75% of estate inspections with tenants. We haven’t met that target so will be working harder to encourage more tenants to become ‘estate contacts’. It’s a voluntary role that enables you to have a say in how your community is managed and improved. We’ll be advertising inspection dates on notice boards in communal areas and asking more people to get involved. Get in touch with NCHA if you’d like to improve your neighbourhood!

Despite the UK’s continuing economic woes and rising unemployment, we’re proud to say that over the past year we’re bucking the trend by creating jobs and training opportunities. These include:

• qualifications for 166 people, including 73 apprenticeships

• 10 new apprenticeship posts

• 10 positions through the Nottingham Jobs Fund

• 23 work placements

Two of our tenants who benefit from our care and support services were also employed through these programmes.

ApprenticeshipsThe creation of apprenticeships is part of a national drive to offer more opportunities to young people. These apprenticeships span departments, including IT, surveying, maintenance and care and support.

Valuable experienceOur work experience programme gives pupils, students and those out of work the chance to improve their employability prospects. One person who recently benefited was Jake Bennett, who came to us on an unpaid placement and is now employed as a painter on our Maintenance team.

An eye-opener in South Africa

In July 2011, several former homeless

NCHA tenants got the opportunity of a lifetime: to visit South Africa and build homes for disadvantaged families.

The trip had many aims. Firstly, the tenants had to work together to raise money for the visit. Then, once they got to South Africa, they teamed up with volunteers from the charity Habitat for Humanity, to build the houses for homeless people affected by HIV and AIDS. Finally, they visited a local primary school to decorate classrooms.

Described as life-changing by those who took part, the trip gave the young people a different view on the world. It also helped them recognise the positive impact their actions can have, not just in South Africa but also in their local communities back home.

12 NCHA Annual Report 2011/12

We’re introducing more resources to stamp out anti-social behaviour.

Tackling trouble

NCHA isn’t just a landlord, we’re an employer too.

Fresh start

13

“From this opportunity we will be able to deal

with situations in a different way, turning the negatives in our lives into positives. We now both have a great passion to help others and to not

give up when a situation becomes difficult.”Said Emma King and

Natasha Robinson, two tenants who took part

1514 NCHA Annual Report 2011/12

Money mattersRents paid by tenants 28,851,000Total income received for care and support services 18,114,000Sales of properties 7,742,000Service charges paid by tenants 1,222,000Income received for development and design services 605,000Other income 1,069,000

Total 57,604,000

Where does our income come from? £

Direct cost of care and support services 17,118,000Maintaining homes 12,122,000Mortgage interest 9,876,000Cost of properties sold 6,819,000Management of properties and the group 5,159,000 Property services 1,439,000Development and design services 600,000Income lost through bad debts 164,000Other expenditure 660,000

Total 53,957,000

How do we spend the income we receive? £

In good handsWhile the day-to-day management of NCHA is down to Chief Executive Mike Andrews and his team, the Board, which includes tenants, decides on the organisation’s overall direction.

As Chairman, I’m confident that our direction is the right one. This

is reflected by excellent results in the satisfaction survey, more new homes, better services and tenant involvement at all levels. Not to mention that in tough times, we’re saving money that is being reinvested in key services.

One of the Board’s most important functions is to make sure that money is spent wisely and that the books are balanced. In this section you can clearly see how much money comes in and how it’s allocated. Ultimately it’s about making sure we have good quality homes and services for you and your family.

I’m very proud to continue to lead the Board and act as an ambassador for NHCA. I look forward to more progress over the next 12 months and beyond.

Dr Nigel NiceChairman of the NCHA Board

See who sits on the Board at www.ncha.org.uk.

Direct cost of care and

support services£17,118,000

Maintaining homes

£12,122,000

Mortgage interest

£9,876,000

Cost of properties

sold £6,819,000

Management of properties and the group£5,159,000

Property services

£1,439,000

Development and design

services£600,000

Income lost through

bad debts£164,000

Other expenditure£660,000

This year we proudly built 358 new homes. These included several properties in rural communities and some for residents who want to lead independent lives but need a degree of support.

All our properties are built to high standards of sustainability, but this year saw us build our very first zero-carbon house. That means it has the highest levels of energy

efficiency with a heating system and insulation materials that don’t add to global warming. That’s also good news for the tenants – who should save money on their energy bills! 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.

Where our tenants live

High Peak

DERBYSHIRE

Derbyshire Dales

Amber Valley

Erewash

South Derbyshire

Gedling

Newark and Sherwood

AshfieldNOTTINGHAMSHIRE

LINCOLNSHIRE

North Kesteven

South Kesteven South Holland

RUTLANDMelton

Leicester

Charnwood

BlabyOadby and Wigston

LEICESTERSHIRE

NORTHAMPTONSHIRE

Northampton

Kettering

East Lindsey

Lincoln

102

17

40

2249

274

13

176

102

60Derby

87

48 160158

127298

25

235

54

24583

2476

57

Mansfield

Bassetlaw

Nottingham

Broxtowe

Rushcliffe

Hinckley and Bosworth

36

1511

677

414

405

CONTACT DETAILS

Nottingham Community Housing Association12/14 Pelham RoadSherwood RiseNottinghamNG5 1AP

T: 0800 013 8555 or 0115 8443150info@ncha.org.ukwww.ncha.org.uk

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 September 2012.

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