homes and services storyboard - tai tarian€¦ · this storyboard focuses on one of our themes,...

1

HOMES AND SERVICES STORYBOARD

2 3

Each year we undertake an assessment of our performance and the difference we’re making in our communities. We assess our performance under four themes which were jointly developed by our customers and staff, these are:

• Creating Sustainable Communities• Homes and Services• Our Business• Listen, Learn and Act

Each theme has four local outcomes and they describe the impact we want our work to have.

This Storyboard focuses on one of our themes, Homes and Services and the following outcomes:

Our Academy, a group of our customers, have worked with us to review the outcomes of our work and have scored us out of 10 for each of our local outcomes. You will see these scores throughout the Storyboard.

Good progress is being made and we will continue to strive to improve our homes and services.

Our work and the difference it’s made

SummaryWe make the best use of our assets by ensuring we have an accurate picture of how our properties are performing in terms of the maintenance costs and the rent we receive, in order to identify key areas for investment. We have enhanced our assets by remodelling our Haven Housing schemes and the work we are undertaking on our external boundary programme.

Asset Management Database

We hold a database which assesses a range of measures that allows us to consider not just the physical aspects of our properties but additional information including financial performance, repairs and maintenance history and housing management issues. The data helps us understand our properties, estates and communities and enables us to identify key areas of investment across our housing portfolio.

The database categorises our properties, depending on their overall property score, into the following:

• excellent• good• satisfactory• poor• severe

Property Categories

The 8% of properties that are the poorest performing either have been, or will be, reviewed and an action plan created to address the issues identified. Two projects, identified as needing major investment, were a block of flats at Greenwood Road, Baglan and another vacant block in Llansawel Crescent in Briton Ferry. Both projects have been redesigned, and works are currently underway to transform the blocks and improve the communities in which they’re located.

Introduction We make the best use of our assets

Overall Academy Score

8 out of 10!

Academy Score8.5 out of 10!

Before

After

Tenants feel secure in

their homes

We repair and maintain homes in an efficient,

cost effective and responsive way

Tenants are confident that we will help

them to sustain their tenancies

through providing additional advice

and support

We make the best use of our assets

28%

39%

25%

7%

1%0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Excellent Good Satisfactory Poor Severe

Property Categories

Property category Number %Excellent 2501 28%Good 3499 39%Satisfactory 2264 25%Poor 661 7%Severe 150 1%

4 5

Haven Housing Scheme UpgradesAll of our Haven Housing schemes have been remodelled to provide tenants with their own self-contained flats which include wet rooms, separate living spaces and bedrooms.

The total investment for this work was £13.5m.

Prior to the upgrade works we were finding it difficult to let the apartments within the schemes. Following investment the occupancy rate, when schemes are fully completed, has increased to 95%.

In May 2018 we were shortlisted for an Integration and Collaborative Working Constructing Excellence in Wales’ award for our scheme, Ty Gnoll Newydd. At the time of writing we were awaiting a decision on the winner.

Tenant Satisfaction

Through the satisfaction surveys at Ty Gnoll Newydd, tenants made a relatively small number of suggestions for improvement. One common suggestion was the need to improve the standard of cleaning before residents returned to their homes.

Ty Gnoll Newydd

Case Study, new residentat Gwyn Court

One new resident who had previously owned his own home, had been hospitalised and his home was no longer suitable to meet his needs.

Whilst he was in hospital, his daughter searched for alternative accommodation for him and the hospital recommended Gwyn Court. However, his daughter was reluctant as she wanted her father to move to a particular residential care home which, in her opinion, was a more superior property.

When the tenant’s daughter eventually came to look around Gwyn Court she was completely shocked. She said that she had no idea the building and the flat would be as modern and bright as they are. She said that the “complex was like a hotel!” Her dad has since settled into his new accommodation.

External Boundary Programme

Our external boundary programme commenced in October 2017 and will continue for several years to come. It will see us invest over £20 million in our homes and communities.

To date, we have undertaken surveys in several areas across the Borough and works, including fencing, paths and external boundary walls, have already been completed by our contractors.

As we move through the Borough we are talking with our tenants to see if any work is needed to make sure that gardens are ready for the works to start. At the same time we ensure that any tenancy breaches are managed and carry out inspections of the inside of properties, making referrals to other agencies if required. There are a number of tenants who are unable to maintain their gardens, however, with support, advice and signposting, tenants have been able to bring their gardens up to the standard required for the external boundary work to begin. Some examples of the before and after work to improve the gardens are shown below:

Rebecca Blackmore, NeighbourhoodServices team member

98%

100%

of tenants are satisfied with the improvements to their home.

of tenants rated the level of service provided by their Tenant Liaison Officer as very good.

Before

After

“The resident’s family were in awe of the finish

of the building and could not believe the transformation. They loved the new communal lounge, the colours and the furniture. The

resident’s daughter wanted to know the colour code of the communal

lounge walls as this was the perfect colour she had been searching for her new house!” Natasha

Roberts, Relocation Co-ordinator

“I feel so lucky and

fortunate to be moving back to such a lovely building. The

building is bright and colourful.” Resident of Ty Gnoll Newydd

Before

After

6 7

Our work and the difference it’s made

SummaryRepairing and maintaining our homes in an efficient, cost effective and responsive way is part of how we demonstrate our commitment to delivering value for money for our customers.

We successfully achieved Welsh Housing Quality Standard (WHQS) in March 2017. We have an in-house workforce that is dedicated to maintaining our homes to this standard. We work to ensure the service is being operated as efficiently as possible to provide the best service to our customers and ensure value for money.

Repairs and Maintenance Service

On completion of a repair, a tenant satisfaction survey is completed, to ensure we gain immediate feedback from our customers on how well we’ve carried out the repair.

This helps us to continually assess and improve the service to our customers.

Case study

The team noticed a number of over grown trees and hedges that were causing obstruction to the boundary and could potentially cause damage to the property.

After liaising with Neighbourhood services, they advised the tenant that the garden would need to be cleared to give the team a safe and clear area to work in.

The tenant worked hard to clear the garden which then meant there was clear access to the boundary. The tenant was extremely happy with the Neighbourhood team removing the large trees as it has let so much light into the garden and the property.

The garden is now ready and the tenant is eagerly awaiting work to start.

Further information and before and after photos of our upgrade work are shown in our Creating Sustainable Communities Storyboard.

Before

After

of tenants were satisfied with the most recent repair carried out on their home. (1243 tenants surveyed between January and March 2018).

99%

We repair and maintain our homes in an efficient, cost effective and responsive way

94%of tenants surveyed said that they were satisfied with the overall quality of their home (838 tenants surveyed between July 2017 – March 2018)

We complete over 20,000 repairsevery year.

Academy Score8 out of 10!

1. Before your repair was arranged:

a. Did you require a pre work inspection?

Yes No

b. How did you rate your inspection?

Very Good Good Poor Unacceptable

c. If no, was an appointment booked straight away?

Yes No

2. How well were you kept informed before your repairs started?


3. During the works, did we turn up as expected?


4. How well did we do completing the work?


5. How well did we treat your property?


6. How do you rate the quality of work?


7. How well did we clear up and remove rubbish each day?


8. How would you rate your experience of the repair carried out to your home?


9. Are you satisfied with the repairs carried out to your home?

Yes No

Tenant Repairs Feedback Form

...did an inspector come to your home to assess the repair?

...appointment made, texts, phonecalls

...did we turn up when we said we would?

...completed in the time agreed before starting?

...were we respectful to you and your home?

...was it right first time?

...rubbish left? Home left clean and tidy?

...help us improve, be honest!

...did we diagnose the repair adequately?

8 9

Maintaining our compliance with the Welsh Housing Quality Standard (WHQS)

Following WHQS compliance in March 2017 a new Corporate Plan has been implemented. One of our corporate objectives is ‘to continue to invest in our properties and communities’. As such, our extensive investment programme has continued.

Between 1st April 2017 and 31st March 2018, we invested the following in upgrading our homes:

Internal Programme (kitchens, bathrooms, heating and electrics)

£2,272,000

External Fabric Programme (Roofing, External Wall Insulation)

£6,082,000

Communal area upgrades

£528,000

Haven Housing Improvement Programme

£6,497,000

Externals Boundaries Programme and Environmental Improvement Programme (Walls, fences and boundary treatments)

£2,015,000

Where possible, we carry out improvement works and major repairs while the tenant remains in their home as it is recognised that the requirement to move can be a major cause of concern and disruption for our tenants.

However, in situations where the health and safety of a tenant would be at risk, or where there are extensive works which cannot be carried out with the tenant at the property, we will arrange to move them, this is known as a “decant”.

Tenant satisfaction was one of the most important aspects of the delivery of the WHQS Improvement programme. We constantly monitored the performance of ourselves and our contractors, this ensured we provided the best possible service to our tenants.

Our performance was monitored through a Tenant Improvement Feedback form which was given to each tenant having works carried out.

During the last three years the percentage of tenants who rated the works as Very Good or Good was:

of tenants decanted in 2017/18 rated the process as Very Good or Good.

95%

Vacant Properties

We ensure that our properties are as suitable as possible for new tenants. Each property is individually assessed and the scope of work is based on the property condition. We aim to turn our properties around as quickly as possible to ensure the most efficient service.

2016/17 average turnaround time for our void properties was 119 days

2017/18 average turnaround time for our void properties was 120 days

Performance was within our current limit of 148 days.

We are currently working with similar organisations to compare turnaround times to identify best practice within the industry and implement improvements where possible. We are striving to improve our service to ensure it is as cost effective and efficient as possible. This in turn should help us to increase value for money within the service.

Maximise Value for Money in Procurement

There is a significant cost in repairing and maintaining our properties to WHQS, we ensure value for money is included in all procurement activity across the organisation by incorporating it in our policies and tenders.

Value for money requires consideration of economy (best price), efficiency (best service for the price) and effectiveness (achieving ‘what matters’ for our customers and stakeholders).

Between April 2017 and May 2018, our Procurement Department saved over

on new contracts awarded.

£500,000

Before

After

2016/17

97%2017/18

97%2015/16

97%

10 11

Tenants feeling secure within their homes is a high priority for us and we are committed to ensuring that our properties meet all healthy and safety compliance regulations.

Our anti-social behaviour policy and the work which the Tenancy Relations Team carry out recognises how important this is in helping tenants feel safe and secure in their homes.

Tenants feel secure in their homes


Health and Safety Compliance

Our Property Compliance Team ensures that all our homes, land and associated assets are managed in accordance with all statutory rules, regulations, policies and procedures.

Fire SafetyOur ‘Keep communal areas clear’ campaign saw us working with the fire service to raise awareness with tenants. Fire safety inspections are carried out in all communal areas of our blocks of flats and Haven Housing schemes. We have a Fire Safety Policy which all staff follow to ensure that communal areas are safe and fire risks are removed and managed appropriately. We have adopted a ‘zero tolerance’ approach to items left in communal areas to ensure the safety of all tenants and visitors.

As at 31st March 2018:

Heating ServicingAs a landlord we have a legal obligation to ensure that the heating systems in our properties are serviced every year to make sure they are in good working order.


Electrical system testingWe undertake cyclical testing of our domestic electrical systems in line with current legislation to ensure that they are safe to use and to undertake any minor repairs where necessary.


External Boundary Programme

Our upgrades to walls, fences and gates mean that physical boundaries are now being installed or replaced around our tenants’ homes, making them feel more secure in their homes.

(The Creating Sustainable Communities Storyboard provides more information on this programme).

Anti-social behaviour (ASB)

There were 51 cases open between October 2017 and March 2018. All ASB cases were risk assessed with interviews, investigations and action plans but only 24 of the cases required additional interventions as follows:

We are now working in partnership with South Wales Police to ensure daily reports are received of any occurrences connected to our properties. Information is shared about incidents of anti-social behaviour, low level crime and domestic

abuse. This has enabled us to work proactively with the police to ensure tenants feel secure in their homes.

Our ASB customer satisfaction survey was developed by our Academy and staff. The survey measures satisfaction with resolving the complaint and how well we handle it.

We recognise that we cannot always resolve a complaint or deliver the desired outcomes of the complainant, so we always carefully manage expectations throughout the process.

Overall satisfaction during 2017/18 was 70%

The survey outcomes were:

71% felt we resolved their complaint

88% felt we communicated with them as agreed

88% felt they were given the right advice when they first complained

88% felt they were given the right advice during the complaint

81% felt they were given the right advice when the case was closed

81% felt they were provided with the right support throughout the complaint

94% would feel confident to report other cases of ASB to us in the future.

of Fire Risk Assessments had been completed.

100%

of our properties had received a heating system service.

99.4%

of our properties had received electrical systems tests.

97.4%

cases had noise monitoring equipment installed

were resolved through discussions with tenants

referral for support was completed

cases CCTV was installed

cases legal action was taken

case we provided mediation

case a ‘Good Neighbour Agreement’ was issued

8621

5

11

12 13

Domestic Abuse

Domestic abuse is difficult to identify and responding safely to the risks is a complex and sensitive task. We recognise that victims can be helped through our presence in communities and in individual properties.

Following a successful bid we were one of only five housing providers from across the UK selected to receive free domestic abuse, Safe at Home training. During 2017, 60 staff from across the organisation participated in this training. As a result, staff said they were more confident in their ability to:

• Define domestic violence and abuse• Understand the dynamics of an abusive

relationship• Understand the impact of domestic

abuse on children• Identify signs of domestic abuse in

everyday work• Take an active part in responding safely

to domestic abuse• Record domestic abuse cases• Work with external services for

safe outcomes

Security measures in our homes

We have a ‘secured by design’ window and door replacement programme. This means the windows and doors we install have a higher specification on their locks.

Partnership work

We work with the Safer Neath Port Talbot Partnership to help vulnerable tenants. Further details are available in our Creating Sustainable Communities Storyboard.

Case study

“I would like to commend and thank you for the first week ever, since our neighbours moved in, we have had a week of no noise after 9pm. We are able to relax, read and go to sleep, our well-being at home and in work is much better. If this lasts it would be fantastic, if it starts up again I will contact you. We are so grateful for your support and the way you have handled things. Thank you very much, you would not believe how much less stressed we are.”

ResidentOur work and the difference it’s made

SummaryWe continue to develop the ways in which we help our tenants to sustain their tenancies. Our Financial Inclusion and Universal Credit teams provide specific financial advice and support to our tenants when they need it most. Through our work we have significantly increased tenancy sustainability. We also work closely with tenants to provide pre tenancy support to ensure that any needs or financial difficulties are identified as early as possible.

Pre-tenancy advice and supportWe ask our housing applicants for information on their current income and their opinion on their financial status. We ask applicants if they feel in control or concerned about their finances, how they receive their money and whether they are digitally excluded.

Any issues that are identified are referred to ensure that support and advice is given.

We offer further affordability checks, to identify gaps in benefit claims.

Advice and supportWe visit tenants twice during the first year of their tenancy to discuss any issues and support needs to ensure that we help them to sustain their tenancies.

During 2017 the Tenancy Relations Team completed over;

400 six week visits

360 eight month visits

Tenants are confident that we will help them to sustain their tenancies by providing additional advice and support


During 2017/18 we assisted with

258 affordability checks, averaging 21 per month.

Over 8,559 homes have had security lights installed.

By March 2017 we had installed these in 2,283 of our properties.

14 15

Intensive Housing Management

We provide an intensive housing management service to tenants identified as having complex needs and those who need extra support to comply with the terms of their tenancy. The types of issues are;

• Hoarding• Property condition – internal and

external• Anti-social behaviour• Vulnerable customers at risk

The service also provides a more practical hands on element for those who need to develop skills around cleaning, decorating and maintaining external areas.

Tenancy sustainability

The success of the work we do with applicants before they move in to one of our homes and the ongoing support we provide to sustain their tenancies can be demonstrated through our property turnover rates.

Customers leaving within the first 12 months;

Rent and Service Charges

As a not for profit organisation we ensure that we reinvest the money we receive from rent and service charges back into our homes and services to maintain and improve our assets.

We keep rents within Welsh Government target rent levels to ensure they remain at an affordable level.

• Research undertaken by the Joseph Rowntree Foundation, to determine what represents an affordable rent concluded that an affordable rent is around 28% of weekly income.

• Our average rent is around 25% of weekly income.

This demonstrates our commitment to sustaining tenancies by providing our tenants with affordable rents.

Our Income team works with tenants to provide support and prevent rent arrears. We use preventative measures to avoid tenants being entered into a court process, which would result in additional costs.

This additional support has resulted in a reduction in court entries from 65 in 2016 to 32 in 2017, a 51% reduction.

We have also seen a reduction in evictions in from 29 in 2016 to 19 in 2017, a 35% reduction.

Financial Inclusion and Universal Credit (UC)

Our Financial Inclusion and Universal Credits teams are on hand to provide advice and support.

This extra benefit income helped tenants pay their rent and household bills.

We also provide intensive support to tenants in receipt of Universal Credit. Ensuring benefit income is maximised, budgeting and digital support is offered and the tenant is offered the most suitable rent payment plan for their circumstances.

Between October 2017 (date of full Universal Credit roll-out) and January 2018:• We issued 31 foodbank vouchers. • We provided 32 tenants with

digital support throughout their Universal Credit Claim.

- 2016/1731- 2017/1815

reduction50%

of tenants believe that their rent provides value for money. (838 tenants surveyed between July 2017 and March 2018)

93%

During 2017/18, we received 2288 referrals and we helped tenants claim an additional £3,057,589.84 in unclaimed benefits.

16 17

• Produce a tenant handbook and handover pack to provide customers with clear guidance of the enhancements to be completed as part of the external boundary programme and the standards we expect them to maintain to the inside and outside of our properties.

• To understand where efficiencies can be made in our process to turn around empty properties for new tenants.

• Communicate with our tenants if asbestos is located within their home.• Investigate the enforcement of gas safety checks for leaseholders in shared blocks

of flats to minimise safety risks to all residents.• Provide assurance that we are supporting tenants to sustain their tenancies by

exploring options to benchmark our rent collection performance against other organisations and sharing best practice.

• Provide large print tenant satisfaction survey forms.• Review the statistical reliability of tenant satisfaction survey results.

Action Plan

“The most important team

in Tai Tarian for me”

“Fantastic Top 10. Gone

out of her way to help me”

“Helped me keep a

roof over my head, kept me informed of arrears, helped me

massively - very grateful”

“First class. I didn’t

understand the stuff and she helped me a lot. She was so kind. She was marvellous!!

Excellent”.

“The UC Team has an

important role in understanding how to

help people avoid arrears and keep up to date with

any problems that may occur”

“Marvellous to deal with and

put at ease, I was very anxious but the way they were with me made me

feel calmer…very clear in instructions and I felt able

to complete what I needed to do”.

“The most important people, who

helped me. I thank them for their patient determination to

help me. They are the only people who helped me directly when I

had the most difficult time in my life now I know that there are people who can help, when

you’ve lost hope. Big big thank you”.

Tenant satisfaction

homes and services storyboard - tai tarian€¦ · this storyboard focuses on one of our themes,...

Documents