php annual report 2012/13
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Annual Report
2012/13
Poole Housing Partnership Ltd
Much focus this year has been on helping people affected
by the government’s welfare reform changes, especially the
‘under-occupation penalty’ or ‘bedroom tax’. Our team has
been visiting residents to provide advice and offer solutions.
Meanwhile, an incredible number of residents have been
involved in a whole range of ways, working with us to ensure
PHP's services are meeting the needs of your communities.
For us, the customer will always come first, so we were
delighted to retain the Customer Service Excellence Award.
PHP also remains in the Sunday Times Top 100 Companies
to Work For - the fifth consecutive year we’ve featured in this
prestigious list.
A MESSAGE FROM THE CHIEF EXECUTIVEAND CHAIR OF BOARDWe’ve had another busy year with so much going on, and have a lot to look forward
to over the next 12 months.
2 PHP Annual Report 2012/13
Finally, we have been in discussions with Borough of
Poole about a long-term extension to our contract.
The new agreement will include a commitment to build
new homes; plans for new family homes and an Extra
Care scheme for older people are already underway.
The year ahead looks likely to be full of activity and one
which will see our organisation go from strength to
strength.
Joe Logan Bill Constance
Chief Executive Chair of Board
PHP Annual Report 2012/13 3
BUILDING STRONGCOMMUNITIES
PHP has continued investing in a range
of community-enhancing projects across
Poole.
During its first full year, the National Lottery-funded
New Roots scheme has helped over 200 residents
grow their own food locally. A successful community
garden has been set up in Turlin Moor, while sheltered
residents have also benefitted from their own
gardening clubs and ‘best practice’ events.
We have helped residents make improvements to their
communal areas and outside spaces thanks to the
NICE scheme. The scheme – which stands for
Neighbourhood Improvements for Communities and
Estates – enables residents to apply for up to £3,000
per project to, for example, install seating areas,
improve security or build shared storage facilities.
PHP collaborated with colleagues at Borough of Poole
to deliver two brilliant playparks. The ‘natural play’ area
at Green Road in Poole Town has a pirate ship theme
and is designed for children up to 14 years. Stanley
Green Park, near Fleetsbridge, combines a ball court
with seating areas and a natural habitat for local
wildlife. PHP contributed £50,000 across both projects.
PHP has tackled ASB with seven outright possession
orders, three suspended possession orders and five
ASB injunctions. Our team has responded to cases
including noise nuisance, verbal abuse and criminal
damage with efficiency and minimum outlay.
4 PHP Annual Report 2012/13
Ensuring the housing stock is maintained
to a high standard remains one of our
key priorities.
Following our ‘Poole Standard’ achievement in 2010, we
have continued our programme of installations, re-wires
and re-roofing to ensure the quality of homes remains
high and we help reduce residents’ energy bills.
We have welcomed new electrical, re-wire and lift
contractors to provide residents with increased safety
and reliability. All the contracts have achieved
considerable cost-savings and a much more
comprehensive level of service.
The major refurbishment of Sterte Court (above, right),
approved by Borough of Poole in December 2012, will
benefit both Sterte and the wider community by
enhancing residents’ homes and creating a landmark
Poole can be proud of. The works are scheduled to be
completed in October 2014.
Many residents are enjoying the effect of PHP’s ‘Your
Solar Energy’ project and our ongoing commitment to
improving energy efficiency in Poole. Over 1,430
households have benefitted from photovoltaic (PV)
technology (above, left) which has helped reduce
residents’ energy use and bills, as well as reducing
harmful carbon emissions.
Our successful bid for funding to develop an Extra
Care scheme at Trinidad House, together with plans to
build and let new affordable homes in Oakdale and
Bearwood, means there are exciting times ahead for
PHP and the town as a whole.
MAINTAINING YOUR HOME
PHP Annual Report 2012/13 5
SUPPORTING YOUWITH HELP & ADVICE
Our range of housing-related support
services has continued to grow, helping
not just PHP residents but people
across Poole.
As changes to the benefits system begin to take effect,
PHP’s financial inclusion service – ‘Your Money’ – has
helped residents to understand the options available
to them. Over 500 people have received a personal
finance check, with the average household income
rising from £13k to £17k after the team’s visit.
We’ve supported both PHP residents and the wider
community through our Volunteers and Sustain
services. Our volunteers donate their time to provide
administrative support, dog-walking services,
assistance with shopping and gardening, and much
more besides, to residents who need a helping hand.
The Sustain team provides housing-related support,
from debt and mortgage advice to help moving home
and resolving rent arrears, to its 100+ client base.
Meanwhile, sheltered residents have benefitted from a
packed programme of activities at over 30 purpose-
built sites in Poole. Stretch-and-balance classes, coffee
mornings, memory cafés, lunch clubs and choir groups
have all played a big part in promoting the importance
of health and well-being in older age.
Home adaptations, from stair lifts to level access
showers, and even building extensions, have enabled
older residents and those living with disabilities to
remain living independently. In the last year, we
installed 118 minor adaptations and 50 major
adaptations in Poole homes.
6 PHP Annual Report 2012/13
Through a network of community groups
and forums, we’ve arranged several
resident engagement activities over the
last year.
We continue to work in partnership with other local
housing providers and landlords to provide cost-effective
training on the subjects residents care about. Courses
related to welfare reform, cooking skills and the future of
social housing have all featured. The training events have
also provided an opportunity for PHP residents to share
their experiences with people from across the region.
Our IT Champions – a group of residents with their own
areas of technical expertise – have supported residents
who are exploring the world of IT for the first time.
As being computer-literate becomes a necessity rather
than a luxury, residents have been encouraged to contact
the IT Champions to help themselves get online.
As usual, our fun days and community roadshows have
proved ever popular, with residents turning out in force
at locations in Turlin Moor, Alderney West and Bourne
Valley. ‘New Year, New You’, a popular health and well-
being event held at the Dolphin Shopping Centre,
drew significant interest from young and old alike.
INVOLVING YOU INWHAT WE DO
PHP Annual Report 2012/13 7
Emergency repairs completed on time 99.2% 99.2% 99.9%
ASB cases resolved 95.5% 95% 99.1%
Average re-let time for dwellings (calendar days) 13.7 17.0 14.1
Energy efficiency (SAP levels) 72.5 74.0 74.1
11/12 Target 12/13 Actual 12/13
Complaints (29)RentTeam
EstateServices
Neighbourhood Team
ShelteredTeam
Voids Team
23
18
24
Compliments (130)
EstateServices
NeighbourhoodTeam
ShelteredTeam
VoidsTeam
Contractors
PHP Staff
Your Money
Volunteers
SustainSupportService
Performance TeamHousing Officers
AssetManagementTeam
14
7
5
4
31
7
30
1
14
683
Where does PHP get its money from and where does it go?
Our performance during 2012/13 has
seen us not only meet our targets in
many areas but exceed them.
99.5%
99.0%
98.5%
98.0%
97.5%
97.0%07/08 08/09 09/10 10/11 11/12 12/13
97.90%
98.80% 98.80%
99.20%
98.43%
99.10%
Successful rent collection 2007/08 - 2012/13
HOW WE’RE DOING
2012/13 income
Management fee: £8,070k
Other income: £319k
2012/13 expenditure
Salaries: £3,574k
Repairs: £2,626k
Other service costs: £1,253k
Overhead costs: £936k
Other key performance statistics 2012/13:
Want to find out more?Visit us
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Online
Beech House, 28-30 Wimborne Road, Poole BH15 2BU
01202 264444
www.yourphp.org.uk
CELEBRATING OURACHIEVEMENTS
We’re generatingmore income
Our programme ofphotovoltaic (PV) installationsand work to improve energyefficiency in Poole hasbrought in almost £1m inadditional income.
We’re bestin class
HouseMark, the housingsector’s leading provider ofperformance improvementservices, labelled PHP’sservices ‘best in class’.
Poole Housing Partnership Ltd
We’re top forcustomer service
For the fourth consecutiveyear, PHP was awarded withCustomer Service Excellenceaccreditation, recognisingour commitment tocustomer care.
We’re planningfor the future
Borough of Poole and PHPapplied for, and latersecured, governmentfunding to help usdevelop an Extra Carescheme at Trinidad House.
We’re great towork for
PHP staff celebratedbeing featured in theSunday Times Top 100Organisations to WorkFor in the Public Sector.
We’re reducingcarbon emissions
In conjunction with Boroughof Poole, we applied for,and subsequently won,a £150,000 grant to help usinsulate hundreds of homesin Poole.