nacro housing annual review 2015/16 · 2020. 3. 2. · nacro housing annual review 2015/16 key...

Nacro Housing Annual Review

2015/16

Nacro Housing Annual Review 2015/16

Since becoming a service user I have been overwhelmed at

times at the level of support both offered and given by Nacro

staff – a lifeline and a positive way forward to a better life.

After attending my first national Community Voice Council

meeting I was very pleased to see the level of transparency of

Nacro and the willingness to listen to what service users

wanted and needed. The reason for applying for this role was

to use the skills learnt over many years… for the benefit of

others. My aim is to increase input from other service users

and get their points over to those that can and do make the

decisions, by improving how contact is made and ideas are

shared. I look forward to working with you all in the future.

Together we can improve the services and create new

opportunities for Nacro and its service users.

Chair, Nacro Community Voice

2

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Our work in 2015/16 4

Key facts and figures 5

Nacro Homes Agency 6

Success stories 7

Homes and our housing management service 9

Community safety 10

Move on 10

Developing our people 11

Nacro Community Voice Council 12

Case study: Zane’s story 13

Testimonials 14

Contents

3


Our work in 2015/16

The Housing and Wellbeing service has offered commissioners a

wide range of housing and support solutions to meet the needs

of vulnerable people and to support communities building their

resilience and independence. As a social justice charity and

Registered Provider, we meet the housing needs of those that

cannot access or sustain housing themselves. We work with the

full range of local authority commissioners – from children’s

services to adult social care and health and housing – and aim to

contribute at a strategic level in meeting the housing and support

needs of residents. We also work with Police and Crime

Commissioners and Community Rehabilitation Companies to

contribute to safe communities.

As a trusted partner we have worked as a prime contractor, a

sub-contractor and in alliances with a wide range of

organisations, helping to ensure that we bring the right range of

expertise and local focus.

Our priorities are to provide solutions for young people including

care leavers, homeless people and others with complex needs,

including ex-offenders. We invest in innovative models of practice

which put service users and their needs at the heart of the

process. We measure outcomes but are particularly keen to

assess impact through the personal journeys and the change

that has been secured for individuals.

4


Key facts and figures

The people we house include:

40% Young people aged 16-24

20% Single homeless with

support needs

3% Families

25.5% 24.5%had a disability

14.5%were from a black or

minority ethnic group

3,722

In 2015/16 we worked with

service users

We successfully moved 64% of people

from our housing services and 89%

of people within our floating support

services into independent stable

accommodation.

of those housed had a

primary or secondary

support need to manage

the risk of offending

48%

89%64%

Independent

stable

Floating

support

of our service users

are female

5


Working in partnership with private sector landlords, we have

developed products to house people who are vulnerable and

require support, meeting the strategic needs of local authorities

and other partners. This has enabled Nacro Homes Agency

(NHA) to develop in many new areas of the country and to

support a wider range of service users including women and

families.

We have successfully secured grants to develop NHA in new

areas, such as one received from Virgin Money Foundation for

our new Teesside service.

We now have approximately

399 homes in management,

offering stability and a platform

for our service users to realise

their aspirations.399

6


Success stories

This year has seen major changes in the way we deliver services to vulnerable people and young

people across the country. We have witnessed a change in approach from commissioners and

have responded accordingly in our service design, offer and ongoing delivery.

Lincolnshire

We have been successful in leading a consortium to deliver

services for 16-17 year olds, care leavers and young parents. We

have developed Young Person friendly processes, which have

their voices at the core and ensure a truly integrated and co-

produced support package and set of outcomes. The

development of a values charter and innovative training – such as

Therapeutic Crisis Intervention and the Signs of Safety – mean we

have been able to share good practice with others and achieve a

94% success rate for planned/positive departures.

Stockport

Our Stockport service has seen the most dramatic change to

front-line service delivery this year through this innovative alliance-

based contract. Nacro is part of the Targeted Prevention Alliance

(TPA) – an innovative alliance-based contract made up of six

organisations supporting people in Stockport who may need some

assistance, support, advice or guidance. So far, TPA has worked

with more than 1,395 individuals to improve independence and

wellbeing. This equates to 7.3 new cases every working day. Of

these, 691 cases were closed as of 31st March 2016, having

achieved their desired outcomes.

A service user accessing the TPA described it as “100% brilliant”

and, through the interventions delivered, now sees her future as

“bright and joyful”.

94%success rate for

planned/positive

departures “100% brilliant”

7


Success stories

Wales – prevention of homelessness schemes

Within Conwy & Denbighshire our resettlement teams have

supported 115 clients to access decent and sustainable

accommodation. In addition, a further 89 deposit guarantees

were provided.

With the changes to homeless legislation, our teams have been

working closely with the local authority homelessness teams to

develop working protocols, ensuring our work is joined-up,

complementary and ensures the most effective use of funding.

Across our range of supporting services in Wales we had 49

planned leavers successfully completing their programme of

support and achieving the following outcomes:

86% Feeling safe

91% Safety & wellbeing

78% Managing accommodation

68% Managing relationships

71% Feeling part of the community

74% Managing money

75% Engaging in education/learning

57% Engaging in employment/volunteering

78% Physically healthy

74% Mentally healthy

79% Leading a healthy and active lifestyle

8


Homes and our housing management service

Effective housing management is central to our work. Good quality, well-maintained homes provide the environment for service users to get

back on track and to develop the positive behaviours that will enable them to sustain housing going forward. Landlords and partners can rely

on us to manage their properties effectively.

Gas safety -

99%compliance rates

were achieved in our

residential units

across the country

Responsive repairs -

94%of repairs were undertaken

within the target time and

94% resident satisfaction

with the maintenance

service was obtained

weeks

National average

relet time - Rent collection -

96.9%

3.3%

Bad debt

write off -

4.8%TO LET 2½

Voids –

rent loss

9


Community safety

We take the safety and wellbeing of communities in which we

work seriously. Where appropriate, we work closely with the local

authority and Police, and participate in the Anti-Social Behaviour

Risk Assessment Conference (ASBRAC) process for supporting

victims of anti-social behaviour (ASB) and managing risk.

Move on

We successfully moved 64% of people from our housing services

into independent and/or stable accommodation and 89% of

people within our floating support services. Working with our

service users to achieve a successful move on is a key part of our

role; this will feature as a key area to develop in 2016/17,

recognising the challenges that the housing crisis has had,

especially for our service users.

Service user move on outcomes were as follows:

9% went to live with friends

17% returned to family

14% obtained a tenancy with a Local Authority

6% obtained a tenancy with a housing association

10% obtained a tenancy in the Private Rented Sector

10% accessed other supported housing

9

614

1017

10

10

89%64%

89%64%

from our Supported Housing Services

from our Floating Support Services

Service user move on outcomes


Empathetic, professional and well-trained staff underpin our

services. We have a well-established appraisal process that is at

the centre of our approach to personal development planning

and driving performance improvement. We continue to invest in

high quality and specialist training to support the delivery of

services and we pay close attention to the needs of our service

users (for example, through safeguarding incidents and the

training needs that these generate for staff). In 2015/16 we

implemented programmes in Housing Practice, Motivational

Interviewing and Therapeutic Crisis Intervention. In addition, we

delivered training programmes in Domestic Violence, Self-Harm

and Suicide Awareness to strengthen our approach to

safeguarding.

“The course gave me some good tools to work with – my

approach is different now. I am a lot more patient when

doing assessment with my service users, listening to them

and bringing out their needs. I also talked through the

course at our staff meeting.”

“Using the techniques shown in the course has been

invaluable to my practice. I find that service users open up

much more which enables me to provide full support.”

Developing our people

Feedback from a project worker who attended the

‘Working with People who Offend’ course.

Feedback from a project worker who attended the

Samaritan’s ‘Self-Harm’ course.

11


Our formal involvement structure through the Nacro Community

Voice Council (NCVC) aims to:

• Ensure opportunities for involvement are available to all

• Recognise that our service users are individuals with differing

levels of interest in becoming involved

• Empower individuals to be involved at a level they feel is

appropriate

• Provide a range of involvement opportunities including

participation in local events, learner forums and house

meetings as well as the opportunity to be involved at a national

level

The Chair of the Council is also a co-opted member of Nacro’s

Finance and Performance Committee ensuring the voices of

service users are also represented in our governance structure.

The membership of our NCVC has increased greatly during the

year with representation from across the organisation (on average

membership stands at 25 individuals). Service users and staff

attend in person as well as linking in by video conference to

maximise accessibility to this forum. During the year, a new Chair

of Council was appointed following an open nomination and

selection process.

Our NCVC Coordinator has kept council members engaged by

involving them in meetings and consultations outside of the

council arena and, as such, they have fed into important

developments including:

• Housing annual review

• Digital transformation

• Move on strategy

• Safeguarding

• Comments and complaints

Nacro Community Voice Council

12


C A S E

STUDYZane’s Story

After 10 months of living in Nacro Young Persons Accommodation, Zane is getting ready to move on. He has

just been offered his own property. He reflects on his time with Nacro:

When I was growing up as a kid family life was fine – the issues started around the age of 13. My biological father wasn’t

really around much. I lived with my mum and stepdad and siblings, I noticed I wasn’t getting treated fairly and I felt alienated.

It caused a lot of very bad arguments. I got kicked out at 15 due to the arguments then moved in with a much older family

member, so we kind of had a generation clash and I went to live with a cousin. We were getting on fine and I really enjoyed

living with my cousin but I had to move out as she could no longer have me stay. I had no choice but to go back and live

with the much older relative, only then to get kicked out a few weeks later. After that I went to my first hostel which was in

Carlton. I stayed there for two months then moved to Nacro.

Since then, Nacro has helped me a lot, working around what best suits me and what I need improving on. Especially Will,

my Support Worker. Will has done a great job working with me, by sorting out my provisional driving licence, applying for

jobs, helping me deal and manage my money and budgeting, so a big thanks to Will! I also volunteered helping interview the

new staff that Nacro were recruiting. I’m moving on into my first council flat very shortly, and I’m really excited. I can’t say I’m

nervous because I’m familiar with the area I’ll be moving to and I really like moving around to different areas. I’m definitely ready.

In a year’s time I would like to have gained my SIA badge and be a qualified security guard, I would prefer to work night

shifts. I also want to try volunteer as a mentor for young people that have been in or are still in the position I was in. At the

end of last year one of my aunties emailed me from Canada asking if I wanted to move over there and live with her, and also

to go to college over there. I replied, “yes, that would be great!!’ So moving to Canada is my long-term goal/dream, and I’m

going to do everything in my power to make it happen.

My positive message to the young people of Nacro is get your head down and concentrate on making your life better. In

order to change your life sometimes you have to change your atmosphere – that could mean your friends or any bad crowds

you are involving yourself with. Also try your hardest to get as much experience in the sector you want to work in as

possible, as in today’s world getting a job is more based around what experience you have and not the qualifications you

have so don’t worry if you don’t have any or little.

13


“Nacro Nottingham Young Persons team were delighted to work

with the Nottinghamshire Youth Commission on Police and

Crime in partnership with the Nottinghamshire Police & Crime

Commissioner to gain the views of our service users on policing,

knife crime and youth offending rehabilitation in Nottingham.

The focus groups we have held at Nacro have given our service

users a platform to have their say on these very important

subjects. Our service users are at the heart of what we do and

we are very proud to have become involved in such an important

and influential local consultation.”

Katherine Lewis, Team Manager Nacro Nottingham YP

“Being on the youth commission has really meant a lot to me

over these past few months. I have learnt a lot about my rights

as an individual and how the Police force operates. The subjects

we have researched were the subjects that really needed

addressing especially ‘Stop & Search’ which is often a cause for

debate among young people.”

Nathanial Moore, service user

“When staff re-located to 129 Ladyshot in September 2015,

Wi-Fi was installed and made accessible to all tenants living at

the property. Since Wi-Fi has been installed it has made a

significant improvement to all tenant’s lives. For those who are

attending college this has enabled them to complete college

assignments, revise for exams and research to further their

knowledge. Tenants who are seeking work are able to search for

jobs on a daily basis which improves their chance of finding

suitable work.

“There are not enough resources locally to access Wi-Fi and this

has been looked into by staff. The library only allocates an hour

to use their computers and the college is only accessible in

college open hours. Cafés and restaurants that offer free Wi-Fi

are only useable with tenants that can afford to eat/drink there

and this would not be something that could be done daily. This

was proving to cause barriers to our tenants and cause them to

fall behind on work and feel stressed and anxious.

“A huge impact has also been communication. The majority of

our tenants run out of phone credit very quickly, however when

they log onto the Wi-Fi they can WhatsApp or use social media

to contact their friends and family. This has ensured they do not

become isolated and maintain the relationships they have with

their friends and family members. The majority of young people

in society have access to Wi-Fi and providing it in our properties

ensures all tenants feel included and socially accepted.”

Carrie Wright, Interim Senior Project Worker

“Easy and quick way to talk to people. If there was no Wi-Fi I

would hardly speak to anyone.”

Harlow Resettlement Tenant

“Beneficial to do college work. I can go online to do revision

for Maths and English. Also my Dad lives in Australia so I can

Skype with him.”

Harlow Resettlement Tenant

Testimonials

14


What we said we would do 2014/15 What we did 2015/16

Carry on with our plan to improve online access to

service users by continuing to roll out Wi-Fi in

properties across the country.

25 sites have Wi-Fi. Areas include Worcester (NHA), Nottingham Housing, Lincolnshire (young people’s

project) and Essex. We are committed to continue this work in 2016/17. We will prioritise installations across

other locations during the year.

Continue to push forward the Service User Involve-

ment strategy to ensure that progress being made

is built upon.

Embed our approach to service design which will

ensure service users are involved at every stage.

The membership of our Community Voice Council has increased greatly during the year. We have represen-

tation from across the organisation (on average membership stands at 25 individuals). Service users and staff

have participated in person as well as linking in by video conference this provided accessibility to the forum.

A new Chair of Council was appointed following an open nomination and selection process. Our NCV

Coordinator has kept council members engaged by involving them in meetings and consultations outside of

the council arena and as such they have fed into important developments including:

• Housing annual review

• Digital transformation

• Move on strategy

• Safeguarding

• Comments and complaints

Continue updating our properties to provide

improved facilities, appliances, furniture and

decoration in line with our property standards.

Reviewed our Housing – Lettable Property Standard (including furniture and equipment) procedure.

Implemented a self-assessment tool for managers to ensure that regular audits of property standards are

carried out by the Manager. We are committed to involving service users in service reviews to ensure that

property standards are being driven up and that their views and choices have a weight in decision making,

where possible. We will continue with this throughout the year.

Provide options to independent, quality move-on

properties at affordable rents in some areas to

facilitate access to employment.

Continued development of our offer through the Nacro Homes Agency by offering over a 100 extra homes

have been provided.

Housing and wellbeing commitments

15

We will work with Nacro Community Voice Council to monitor

and scrutinise our progress and performance as we work

towards achieving our local offer.

Thank you to members of the Nacro Community Voice Council

and service users from our Lincoln Services for contributing to

the development of the Housing Annual Review.

Contact us

For information about our work, contact us on:

Telephone: 020 7840 7226

Email Joanne Drew, Director of Housing:

[email protected]

nacro.org.uk

Registered charity no. 226171

nacro housing annual review 2015/16 · 2020. 3. 2. · nacro housing annual review 2015/16 key...

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