A year of improvement Annual report of Waverley’s … year of improvement Annual report of Waverley’s Housing Service ... Welcome from Councillor Carole King 2 ... But it’s not

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A year of improvement

Annual report of Waverley’s Housing Service 2014-2015

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www.waverley.gov.uk/housing

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2 Housing Annual Report 2014-15

This Annual Report shows you how we are doing against the standards and targets we set last year to improve our existing homes, to develop new homes and to improve customer service.You can see what we did last year, where we are doing well and where we need to improve. The report also sets out our plans for next year.You can have your say by returning the questionnaire on page 15.Or completing the survey online. See the link at the bottom of the survey page.By returning the survey form with your contact details you will be entered into our prize draw for a £100 voucher for the supermarket of your choice.

Page

Welcome from Councillor Carole King 2

Improving homes 3

Making homes available 6

Improving neighbourhoods 9

Getting involved 11

The money 13

Questionnaire 15

Welcome from Councillor Carole King

Contents

Last year was busy and successful for the housing service. We delivered new homes, improvements to many existing homes, new tenancies and increased tenant involvement. This included our first tenants’ scrutiny group

report into the cleaning of communal areas and community rooms.

Our STAR Survey showed that the vast majority of tenants (78%) are satisfied with the services they receive, including 36% who were very satisfied. However, with 14% dissatisfied with the service, there is still more that we want to do to improve.

There are opportunities to improve customer service and to use some of the rent money we collect to make improvements that tenants want.

You can help us to ensure we are investing in the right things by completing the survey on page 15, making suggestions for improvements to your estate or neighbourhood, or by getting involved in a tenants’ organisation (see page 11).

We aim to provide an excellent housing service and with your help we can get better.

Councillor Carole King Portfolio Holder for Housing Operations

Cllr Carole King


Improving homes

We spent £6million on home improvements in 2014/15 completing over 1,300 improvements to council homes. Tenants have given a big thumbs up to their kitchens, bathrooms and heating.Mrs Kay Whythe, is one of many tenants who are happy with the improvements made.

The large programme of works ensures all our homes are up to date and keeps them safe and in good condition. We have dedicated liaison officers for each type of work to help tenants while works are completed.

Number of improvements promised

we installed

above or below target

307 (revised to 284) kitchens 288 revised

target268 (revised to 174) bathrooms 214 revised

target290 heating upgrades 304 target

228 rewiring 335 target

95 (revised to 105) new windows and doors

119 target

51 new roofs 44 targetTotal 1239 (revised 1132) 1304 target

The targets were revised early in 2014 in line with demand and the capacity of the improvement team.

Mrs Kay Whythe in her new kitchen

It’s fantastic - the lads who did the job couldn’t have done better, nothing was too much bother for them and they cleared up afterwards. Mrs Kay Whythe.

Second chance for improvementsA number of tenants missed out by turning down the improvement works. But it’s not too late and we are keen for them to reconsider.We know it can be disruptive to have work completed but we promise to keep the inconvenience to a minimum. Customer Services Team 033 0119 3000


Safety checksWe have a duty to keep your home safe and checking your gas appliances every year is part of this. Almost all (99.91%) of gas safety checks were completed on time. Regrettably there were four homes without a gas safety certificate at the end of the year because the tenants hadn’t kept appointments or let the gas engineer into their homes. For health and safety reasons the council will take the necessary legal action to gain access to a property to complete the safety check. Tenants who refuse to allow access will be charged the legal costs. Fortunately this doesn’t happen very often and the vast majority of tenants appreciate the peace of mind that a free annual safety check provides.

Working with contractorsWe are working more closely with Mears to improve the repairs service. We have developed an improved interface between Waverley’s and Mear’s IT systems. Live data is transferred every ten minutes to ensure repair jobs are raised, authorised, tracked and completed in a timely way.

Right first timeWhere possible we aim to complete a repair the fist time we visit. We have worked with our contractors Mears to improve this. When you report a repair we will arrange a mutually convenient appointment to carry out the works.

27,427 responsive repairs carried out.

93% of tenants reported that their responsive repairs were completed right first time.

98% of tenants reported that the repairs contractor arrived within the two hour appointment slot.

Mears operative at work


Aids and adaptationsWe provide aids ranging from hand rails to wet rooms to help tenants with disabilities. Mr Richard Horth of Cranleigh had a ramp installed: “The ramp has made a big difference. I can now get in and out of my home more easily by taking my scooter or wheelchair right up to the front door.”There is a high level of satisfaction with the service and the council receives many letters from tenants who are happy with the adaptions they receive.STAR results A majority of tenants (68%) were satisfied with the overall housing service. Repairs and maintenance is the most important issue for tenants. Of particular concern is that operatives do what they say they will do, as well as the quality and speed of repairs.

Looking forward 2015/16ImprovementsWe carried forward an additional £1m to the 2015/16 budget to give a total of £8.7m for improvement works this year. We aim to complete:�l� �290 heating replacements.�l� �402 kitchen replacements.�l� �355 bathroom replacements.�l� �562 electric tests.�l� �60 Windows and doors.�l� �replace the communal lighting in all seven

sheltered schemes.�l� �upgrade communal boiler installations

in three sheltered schemes.If your home is scheduled for an improvement this year you will have received a letter from our surveyors team.

New way to collect your feedbackWe are piloting a new way to collect your opinions for responsive repairs. An independent market research company called Voluntas will telephone a sample of tenants who have recently had a repair completed. You may be invited to take part in a short five minute survey following a repair taking place.Your feedback will help us and our contractors, Mears, to improve the way we assess repairs

and arrange appointments. It will also help us to continue to learn from mistakes

and improve the repairs service overall.

To contact the repairs service: Online: www.waverley.gov.uk/

housingrepairs Email Housing:

[email protected] Phone: 0330 119 3000

90% of tenants are satisfied with their annual gas servicing

Mr Richard Horth with his ramp

Making homes available


New Council homes We have invested in development and new homes this year. This included seven new homes let out in Binscombe and the conversion of staff accommodation into flats at three sheltered schemes. Planning permission has been granted for:�l� �four 2 bedroomed houses at Middlefield

Farnham.�l� �three 2 bed and two three bed houses

Nursery Hill, Shamley Green.Plans were put into progress for:�l� �two 2 bed houses Sherrydon, Cranleigh.�l� �a £2.5million fund for a property purchase

scheme to buy back former council homes for sale privately.

�l� �99 new homes and a major refurbishment programme at Ockford Ridge, Godalming.

�l� �14 affordable homes at Station Road, Godalming. Building works started in Sept 2014. However construction was delayed due to required archaeological works. New homes are now due to be completed in January 2016.

�l� �Six new homes at Wonersh, completed in August 2015.

EasyMove This EasyMove pilot scheme has worked well with the EasyMove officer helping 22 tenants to downsize. Older tenants have moved to homes more suitable to their needs and family homes have been made available to re-let.Alan Howard, who used the service to move to an easier to manage flat, from a three bedroom home speaks very highly of the service.“It has changed my life. The service is more than efficient and the removal company went far beyond what they needed to. I would recommend EasyMove to anyone by 120%.”

Our children have long moved out and the garden was huge. I can’t do it because of my health and Susan was having to do it all. And what did

we want with a big house? Especially when others are crying out for them We thought it would be more suitable for a young family like we were and we thought - let them have a go.Tenant, moved May 2014

The council has been very good. Apart from a few little niggles but all we had to do was tell Tessa from the council and she sorted it out. She was brilliant.Family member of tenants, September 2014

Mayor of Waverley, Councillor Mike Band, welcomes new tenants with Cllr Carole King

Alan Howard is over the moon with EasyMove


Rolston House redevelopmentBetter homes were created for sheltered housing residents. Rolston House in Haslemere was redeveloped to provide self contained new flats and studios. There are now 25 one bedroom flats with self contained facilities as well as the community areas and gardens where residents socialise.

Lettings 2014/15248 council homes were let to local residents or people with a clear connection with the borough:�l� 116 one bedroomed homes.�l� 58 two bedroomed homes.�l� 38 three bedroomed homes.�l� 35 one bedroomed sheltered homes.�l� 1 two bedroomed sheltered home.A further 60 were let by partner housing associations; this is just four fewer than last year.The majority of new tenants (60%) were new to social housing the remainder were existing tenants who moved. Downsizing was popular, including those who used the EasyMove service. Thirty-six tenants downsized and received cash incentives, making more larger homes available for families. There were also 66 mutual exchanges.

Its much better now I have a nice big bedroom, sitting room and my own wet room John Wiltshire.

L to R Carol Truscott, Kathleen Withall and Councillor Carole King

John Wiltshire and Jack Phillips share a joke in the communal lounge

HomeChoice 01483 523361 [email protected] www.homechoice.org.uk

EasyMove 01483 523043 [email protected] www.waverely.gov.uk/easymove

HomeSwapper www.homeswapper.co.uk


New tenancy types New types of tenancy agreements were introduced on 1 September 2014 for all new tenants. They enable the council to provide affordable homes for those in need at the time they need them.All new tenants receive an Introductory Tenancy unless they are a current Secure Council Tenant or Assured Housing Association Tenant. Introductory Tenancies run for 12 months. Provided tenancy conditions are kept and the tenant continues to meet our allocation policy a flexible tenancy will be offered.A Flexible Tenancy runs for five years. Tenants’ circumstances are reviewed during the fourth year. Following their assessment a tenant may be:�l� �offered a further five year Flexible Tenancy

at their current home.�l� �advised to bid for an alternative home more

suitable to their needs.�l� �asked to leave at the end the tenancy as

they failed to keep to the tenancy conditions (eg not paid the rent, caused anti social behaviour, failed to engage in the tenancy review process).

�l� �advised that they will be asked to leave at the end the tenancy as they no longer meet our allocation policy (eg income has significantly increased or they have inherited financial or property assets).

During 2014/15 184 Introductory Tenancies were granted. Tenancy and estates officers carry out all the interviews and reviews and explain the tenancy and support available.For more information about moving or downsizing contact:

Looking forward 2015/16In the current year we will:�l� �review the first tranche of introductory

tenancies.�l� �complete 14 new homes at Station Road.�l� �let six homes in Wonersh and Shamley Green.�l� �promote mutual exchange by holding an

open event.

New tenant, Ian King, picks up his keys from Tenancy and Estates Officer, Neil Deans


The vast majority (92%) of tenants report that they feel their neighbourhood is a good place to live. There is a great community spirit in a beautiful area and the council aims to do what it can to keep that way.GardensOvergrown and unkempt gardens can be an eyesore and are a breach of tenancy. The Community Development Team has created a one off gardening service to help tenants with mobility issues or long term illness to bring their gardens under control. 45 tenants (and their neighbours) benefited from the garden scheme by clearing rubbish and weeds to create an easy to manage low maintenance garden.

Car parkingWe know that car parking is limited on our estates and can become an issue for residents. There were fewer cars on the road when much of Waverley’s housing was built and so parking can be a source of tension among residents.A particular case is Upfold Close, a single track lane with bungalows behind a grassed area. Residents found they had no other option but to park on the pavement and grassed area.Following extensive consultations with tenants, looking at the number of spaces needed, positioning and allocation; an additional 15 spaces were created in March 2015 at a cost of £35,000.

The council has received positive feedback that the parking is better, has improved the quality of life in the neighbourhood and that both the standard of work and communication from Waverley was good throughout.

Improving Neighbourhoods

The car park really does the job - it’s brilliant Roy Linington.

They made a really good job of it Brian Prior.

Iris Quantrall and Brian Prior are delighted with their new parking spaces.

Deputy Leader Cllr Julia Potts and Cllr Carole King launch the new gardening service


Housing heroesThe majority of Waverley tenants are good neighbours who take pride in their home and neighbourhood. We have launched Housing Heroes to recognise their spirit. Peter Fulker from Moat Lodge was our first hero for helping others by using the internet. Despite having no previous knowledge of IT Peter used the internet to arrange food deliveries and social activities for fellow residents.

Tenancy and estates teamWorking mainly on our estates, tenancy and estates officers are a direct connection between tenants and the council. They are there to help with all kinds of issues.They work with office based colleagues to deal with anything that affect a tenants home or neighbourhood.There are five tenancy and estate officers for each of Waverley’s five local areas.

They complete reviews on introductory tenancies, and carry out programmed tenancy visits and estate walkabouts to anticipate and resolve any problems. They provide support and advice to tenants and deal with neighbour complaints and breaches of tenancy. You will see them out and about visiting tenants and monitoring estates. You can contact the Tenancy and Estates Team on 01483 523163 or email: [email protected] with any related enquiry.

Looking forward 2015/16We will:�l� �secure the future of the gardening scheme.�l� �undertake a car parking review and prioritise

areas for improvements.�l� �monitor the new anti-social-behaviour

procedure to ensure complainants are kept informed of case progress.

�l� �develop a house clearance referral scheme.�l� �review the use of community rooms.

Tenancy and estates: [email protected] 01483 523163

Community Development: 01483 523068

Peter Fulker being presented with his Housing Hero Award

Waverley’s tenancy and estates officers

Do you know someone who is a housing hero? Have they been a good neighbour? Created a beautiful garden? Volunteered to help others? Or shared a talent or skill?Please nominate them by contacting us on 01483 523196 or email [email protected]


The STAR survey report showed that the third most important issue to tenants is:”listening and acting on views.” However over a quarter (27%) said they were dissatisfied with the way that we listen and act on their views.Listening to tenants is very important to us and we have developed a variety of ways to take part in housing service decision making. This includes the STAR survey for all residents to complete and tenants’ organisations which all tenants are able to join.

Tenants Panel2014/15 was a successful year for the Tenants Panel it saw the group welcoming new members and meeting more tenants at community events.As part of their action plan for 2014/15 panel members went out and about to meet and hear from fellow tenants. They achieved this by joining in several Waverley community events and litter picks and by holding three events of their own in Godalming, Cranleigh and Farnham. The community events gave panel members an opportunity to meet, work and start to build links with other organisations such as the Citizen Advice Bureau, Farnham Maltings and local childrens’ centres.Over the year panelists visited 53 new tenants to introduce themselves to listen and inform them of housing issues. The Tenants Panel continued to work with councillors and housing officers; meeting the Head of Housing once a month and working on issues like the asset management strategy. The council’s homes are its greatest asset and so tenants views are vital in deciding how best it should be managed.If you would like to know more about the Tenants Panel, please contact:

Scrutiny GroupIn June 2014 the Scrutiny Group started its first review. Group members decided to examine the cleaning and caretaking of the communal areas and rooms in Waverley’s general needs housing.They chose this service because:�l� �the council’s Housing Services Priorities

for 2014/15 include improving customer services; developing a performance management culture; continuing to ensure the health and safety of residents.

�l� �there was some evidence of tenant dissatisfaction with the cleaning/caretaking service.

�l� �group members were aware that the service was being reviewed before the contract was re-tendered.

Scrutiny members carried out research with housing officers and contractors. They visited communal areas and rooms around the borough and distributed a survey to find out what tenants thought of the service.The report presented to housing officers early in 2015 recommended: �l� �involve tenants in developing contract

specifications.�l� �ensure tight performance management.�l� �report regularly on contractor performance.�l� �install notice boards to display cleaning

standards and work schedules.�l� �collect residents feedback.All the recommendations were accepted and will be used to inform the basis of the next communal cleaning contract. The Scrutiny Group report and officer response was also presented to Waverley councillors.If you have experience you would like to share or if you would like to know more about their work please contact:

Getting involved

[email protected] 07765 604082



Neighbourhood FriendsNeighbourhood Friends are the friendly eyes and ears of the Housing Service in the community. They look out for issues which affect the local community such as litter; abandoned cars, graffiti, overgrown grass, or damaged play equipment. Any issues are reported back to the housing service.Becoming a Neighbourhood Friend is an easy way to take an interest in your community without it taking too much of your time.The group is keen to expand so if you would like to know more please contact:

Designated Persons Complaints PanelDuring 2014/15 the Designated Persons Complaints Panel received their first request to review a complaint from a Waverley tenant. Panel members undertook an extensive investigation of the case and worked as a team to agree recommendations for their final conclusion. The panel meets quarterly to research and review housing performance figures and update themselves on national case studies from the Housing Ombudsman.If you would like to know more about the panel contact:

TrainingTenant Involvement training is continually developing to ensure tenants taking part have an opportunity to develop their skills and gain further understanding about the housing service.

During 2014/15 tenant volunteers took part in a variety of training opportunities:�l� �scrutiny training with the Housing Quality

Network a national training provider.�l� �online complaints handling training through

the Housing Ombudsman.�l� �three volunteers gained an asbestos

awareness qualification.�l� �Tenants Panel members took part in a

national housing event in London.All training is free for volunteers and we will reimburse any travel expenses.

Looking forward 2015/16�l� �During 2015/16 we will work with the

Tenants’ Panel to produce a tenant involvement strategy. This will set out our aims and ambitions for engaging tenants in housing over the next three years.

�l� �There will be new opportunities for all including; social media, neighbourhood friend, good neighbour, chair, secretary, treasurer and reporter positions.

Coming up:�l� �more training courses, including life

enhancing skills, IT training and conducting meetings.

�l� �some courses to focus on particular skills or areas of interest such a secretary for the tenants panel, social media rep, and tenant visitor.

�l� �greater use of Facebook, Twitter and text to publicise meetings, events and training.

�l� �advertising tenant involvement opportunities through new avenues such as the South West Surrey Voluntary Services.

�l� �the Scrutiny Group’s next project will be on customer contact and complaints at the level 1 response.

�l� �work to increase in number of tenants wanting to get involved.



The money


Housing is big business with £28 million spent on housing services and a thirty year business plan to identify future income, improvements and spending. Part of this comes from rents and the Rents Team has collected 99% of the £30 million total rents due during the year. How we spend your rentHow your rent pound was divided up

Expenditure 2013/14Expenditure 2014/15

£2 million each year is held in reserve which is good financial practice for any future unforeseen expenditure, disasters or emergencies.In 2014/15 we spent more money on major repairs than day-to-day repairs. This is an efficient way to spend the budget as its better to improve homes before things go wrong. The year before we spent more money on day to day repairs due to the exceptionally bad winter weather damaging roofs, fencing and pointing.

23p major repairs 21p interest payments17p day to day repairs13p housing management 12p new affordable homes12p stock remodelling 2p sheltered housing

and supporting people

20p major repairs 21p interest payments20p day to day repairs13p housing management 12p new affordable homes12p stock remodelling 2p sheltered housing

and supporting people

23p

21p

17p

13p

12p

12p2p

20p

21p

20p

13p

12p

12p2p


GrantsIn April 2014 the council applied to become a Homes and Communities Agency (HCA) investment partner and for a grant to contribute to the development of Wey Court House. In July the HCA confirmed the application had been successful and a £60,000 grant to Waverley for the development.Collecting your rentThe Rents Team collects rent from tenants to pay for all the housing services. They also work with tenants who are having difficulty in paying their rent. Most tenants pay their rent as soon as they get paid as this is the best way to manage their money. Direct debit is better still.Extending the range of direct debit dates, (monthly, fortnightly and four weekly payments) has meant more tenants are able to pay this way. This has contributed to an increase in the rent collected.

Rent accounts team: [email protected] 01483 523520

Elaine can be contacted on: [email protected] 01428 523339

If you have problems paying your rent you must contact your rent account officer for advice and agree a repayment arrangement. Legal action will be taken if a tenant does not pay rent or keep to a repayment arrangement. Despite the support and advice given we evicted six tenants for non payment of rent.

Welfare Benefits OfficerOur designated Welfare Benefits Officer, Elaine Allum, has assisted 93 tenants in financial difficulty. Helping tenants maximise their income with benefit claims and access to charitable funds.

75% of tenants were satisfied with

value for money, which is their second most

important issue.

If you need to control your finances you can also get independent money advice from:

Looking forward 2015/16in the current year we will:�l� �further improve the rent collection process.�l� �develop online rent accounts.�l� �revise our business plan to reflect change

in government policy on right to buy, rent decreases and further welfare reform.

82% satisfied with help and support on

claiming benefits and managing

finances.

Money Advice www.moneyadviceservice.org.uk

Waverley Citizens Advice www.waverleycab.org.uk 0844 848 7969 Get Wise www.getwisesurrey.org.uk [email protected] 0300 030 9432

Your views can win prizes


To complete this survey online please go to www.waverley.gov.uk/housingsurvey

Please return your Survey to: Jeanette Arnold, Housing Services, Waverley Borough Council, The Burys, Godalming, Surrey GU7 1HR

Your individual responses, including any personal information, are kept strictly confidential. Only grouped results are published.

You could win £100 of shopping vouchers or a guest pass to your local leisure centre by sharing your views about the housing service.

Annual Report Prize Survey

What is the best thing about Waverley’s housing service?

What one thing would you improve about Waverley’s housing service?

Would you be interested in helping us to improve by getting involved in any of the tenants’ initiatives introduced on page 11?

About youNameAddress

Date of BirthTelephoneEmailHousehold composition (Please tick)Single Couple Family 1 child Family 2 children Family 3 childrenFamily 4+ children

Single parent 1 child

Single parent 2 children

Single parent 3 children

Single parent + children other (please state below)

OtherEmployment (Please tick)Full time work Part time work Seeking work Unable to work RetiredOtherDisability YES/NO (Please circle)


Waverley Borough Council The Burys Godalming Surrey GU7 1HR United Kingdomwww.waverley.gov.uk/housingEmail: [email protected]

Get involved! Email tenantinvolvement @waverley.gov.uk or call Jeanette Arnold our Tenant Involvement Officer on 01483 523196, to have your say on the housing service.

For a large print, text only or audio version of this report, please contact [email protected] or call 01483 523196 Follow us @waverleybc

Documents

A year of improvement Annual report of Waverley’s … year of improvement Annual report of Waverley’s Housing Service ... Welcome from Councillor Carole King 2 ... But it’s not