Embed Size (px)
DESCRIPTION
Sharing with our tenants how we have performed over the year, how we are improving and our plans for the future.
Citation preview
Annual Report for Tenants
2013
we did
you said
Derv
entio
Hou
sing T
rust
in b
rief
Derventio Housing Trust is a registered Community Interest Company, established in 2010, which provides good quality housing and related services to alleviate housing problems and end homelessness
Derventio Housing Trust’s mission is:• Toalleviatehousingproblemsandendhomelessness
We provide a variety of services to:• Alleviatehomelessness• Supportpeople• Inspireambition• Improveskills• Enhancecreativespirit• Maintainindependence
Our vision is to:• Enableourclientstoleadaninclusive,healthyandhappylifeinasafe,secure
homeoftheirown,withsupportifnecessary• Offerresponsiveandinnovativeservicesthatremainflexibletoadapttothe
changingneedsofourclientsandpartners• Providecosteffectivesolutionsworkinginpartnershipwithvoluntaryandstatutory
agencies• Securethefutureofourorganisationthroughcapitalassetgrowthandearned
incomestreamsthatdelivergreaterfinancialstability• Delivertargetedsupporttovulnerablepeoplefromminoritygroups
Derventio Housing Trust CICDerventioHousingTrustisacompanyregisteredinEnglandandWalesCommunity Interest Company Number: 05886593Registered Office: 33BoyerStreet,DerbyDE223TBContact Number: 01332292776
PatronRtRevdAlastairRedfern,BishopofDerby
Board MembersMrR.Gerrard|MsS.Hernandez|MsS.Holmes|MrS.Phillips
We are busy working on refreshing our vision and mission for next year
WelcomeWelcome to the Annual Report for Tenants 2013. Producing a report like this is no longer a regulatory requirement but it is good practice within the housing sector.
It is one of the ways we communicate with you, our tenants, about how we have performed over the year, how we are improving and our plans for the future.
I want to say a huge thank you to everyone who responded to the Tenant Survey 2013. Your views have helped to shape this report, along with the six standards set out by the Homes & Communities Agency (HCA).
Happy reading!
Sarah HernandezManaging Director
Summary of our Services
Governance & Financial Viability
Value for Money
Neighbourhood & Community
Tenancy
Home
Tenant Involvment & Empowerment
Contents
Your favourite things about Derventio
Plans for the Future
4
5-8
9-11
12-15
16-17
18-19
20
21
22
4
Summary of our Housing Services
Providing Real SupportHousing with intensive support for people facing more challenges finding a home in the private rented sector
People helped in 2012/13: 25
SmartShare/StepsShared, supported homes for people who
have experience of homelessnessPeople helped in 2012/13: 347
Rooms4TwoTwo people aged between 18 and 34 are
matched to live in a rented home with some supportPeople helped in 2012/13: 85
SmartLetsTenancy support for people who have struggled to find a home of their own
People helped in 2012/13: 333
5
13%
Disabled
16%
Black and minority ethnic
Summary of our Tenants
68%
Male
32%
Female
Derventio helps us and cares about our wellbeing. It doesn’t
judge us.
18-24
38%
25-34
32%
35-44
18%
45-64
12%
Age
6
Tenant Involvement & Empowerment Standard
Tenants play an important role in shaping Derventio’s housing services. There are lots of different ways for you to get involved and have your say. Many of our improvements have been shaped by your responses to the tenant survey.
Do you feel any problems, complaints or disputes you’ve had were dealt with effectively?
49%
16%13%
21%
Yes Some were, some weren't
No I haven't had any
Do you feel you have enough opportunity to express your views about the service?
93%
7%
Yes
No
How good do you think Derventio is at keeping you informed about things that might affect you as a resident?
56%
38%
5%2%
Very good Good Poor Very poor
We are thinking of setting up a residents’ forum. Would you take part in this?
58%
42%
KEY SURVEY RESULTS
93% of you feel that you have enough opportunity to express your views about the service
●
Half of you are happy with how your complaints have been handled, and about a quarter of you haven’t had any to report
●
94% of you think Derventio is good at keeping you informed of things that might affect you as a resident
93%
7%
Yes
No
93%
7%
Yes
No
7
Become a volunteer
Learn some new skills
Spend time on the farm
From maintenance to cleaning to fundraising, volunteering is a great way to gain experience and build your CV.
Our working organic farm is a brilliant and fun way for people to get stuck in and learn new skills.
Tell us what you think
We welcome and encourage feedback about everything we do. This is used to shape our services.
We often run activities such as cooking, cycling, film nights and art. Check with staff what is currently on.
Getting your voice heard
93% of the people who responded to the 2013 Tenant Survey - Listening to You, are happy that they have enough ways to express their views. The survey itself is one of the main ways that we find out what you think about all aspects of the service, and this year’s response rate was 18%, up from 14% last year. A big thank you to all who responded.
The survey results have been scrutinised at a quality improvement meeting by key staff, including the Housing Director and housing staff. Actions are now being taken to make improvements based on your responses. You will see comments and charts showing the results of the survey throughout this report.
The annual survey is an easy and effective way for you to really get your voice heard - but there are other ways. Contact your Housing Officer at any time if you have feedback or suggestions. You can also contact us through our website: www.derventiohousing.com or use the Comments, Compliments & Complaints leaflet.
We have a winner
Congratulations to Christopher Mees, a Providing Real Support tenant, for winning the survey prize draw. Christopher has won a £20 gift voucher, which was drawn out of a hat by Faisal when he visited our offices.
You Said
We Did
I can either ring, text or speak to my housing officer in person about
my views
Here are the top four ways for you to get involved and have your say:
8
Dealing with complaints
Half of you say that any problems or complaints you’ve had were dealt with effectively. Almost a quarter of you haven’t had any problems to report.
All tenants have a right to complain. There is information about how to make a complaint in the tenant handbooks, and copies of our Comments, Compliments & Complaints leaflet are easily available. We take all complaints seriously, and have a robust policy about dealing with complaints quickly and fairly.
Some of you who weren’t satisfied with how issues have been dealt with mentioned maintenance problems. See page 11 to find out what steps we have taken to improve this part of the service.
Residents’ forum
More than half of you said that you would be interested in being part of a residents’ forum. This would give you the chance to meet with staff and other tenants to discuss issues and help to improve the service.
Last year we set up a special tenant panel to help us develop the new centre in Ilkeston. A small group of residents based in Erewash attended the consultation sessions and their discussions will help to shape the service as it develops.
As so many of you said you would be interested in being part of a forum, we will be setting up a new pilot forum in the Ilkeston area. Look out for details of how to get involved.
Keeping you informed
by joining the Derventio
Residents’ Forum
Make your voice heard
in 2014
Call Becky on 01159 443 865 or ask your Housing Officer for more
information
You Said
Issues are always dealt with
promptly
We Did
You Said
We DidLetters are always sent
You Said We Did
An impressive 94% of you say that Derventio is good at keeping you informed of things that might affect you as a resident.
We will continue to tell you about changes, developments and how they will affect you. We will keep you informed through the Annual Report for Tenants, letters, house meetings, text messages, phone calls and through your Housing Officer.
9
Where you live should be more than just a roof over your head. It should be somewhere that you feel safe and secure - a place you can call home. Derventio Housing Trust makes sure that all of our homes are up to standard, and we do everything we can to make you feel safe and happy with your home.
How happy are you with the quality of your house or flat?
33%
57%
7%4%
Very happy Happy Unhappy Very unhappy
How safe and secure do you feel when you’re in your house or flat?
42% 44%
8% 6%
Very safe Mostly safe Sometimes safe Never safe
Do you feel you get along with your housemates?
51%
36%
13%
0%
Always Mostly Sometimes Never
Home Standard
KEY SURVEY RESULTS
9 out of 10 of you are happy or very happy with the quality of your home
●
85% of you feel safe and secure. If you do not always feel safe in your home please speak to your Housing Officer to see what they can do to help
●
Not one of you who shares your home say that you never get on with your housemates, and nearly half of you always get on with them. We put a lot of effort into matching you with people who are compatible, including using a lifestyle questionnaire. It must be working!
10
Improving standards and safety
The majority of you (85%) feel safe in your home. Some of you mentioned specific safety and repair issues, which have all been dealt with individually if they have been reported.
We want to make sure that every Derventio home is suitable and meets a good standard. Any property that is not good enough will be removed from the scheme. We have a new Property Standards Team who make sure all homes meet safety and other standards, and ensure houses are ready for when new tenants move in.
Keeping your garden green
Some of you have said that your gardens are overgrown and are in need of some TLC.
We have started to advertise for volunteers to come and give your gardens the attention they deserve. If you would like to spend some time working on your garden yourself, we will support you by providing supervision and tools where we can.
You Said
We Did
Could do with a better safety lock on
front door
You Said
We Did
Need more garden maintenance as it looks neglected
11
Maintenance & repairs
Some of you commented on delays in getting repairs and maintenance work carried out.
We recognised that this was a problem. We have brought in a new Maintenance Manager, and have improved how the maintenance team responds to problems.
We will soon be providing training for housing staff so that they will be able to help you with basic repairs like changing a lock.
We are also considering offering some training for tenants - giving you the chance to learn new skills that will be useful at home.
How we deal with your repair issues
Step 1
You report the problem to your Housing Officer by phone, text. letter, email or in person. Or you can call the Maintenance Hotline on 01159 443 876.
Step 2
Your Housing Officer will fill in a job sheet and pass it on to the Maintenance Team.
Your issue will be classed as emergency, urgent or general. It will be dealt with according to how urgent it is.
Step 3
Step 4
Someone in our friendly Maintenance Team will make an appointment and visit your home to deal with the problem.
2011 / 12 2012 / 13
Routine Maintenance £257,122 £296,116
Planned Maintenance £19,702 £70,172
How much did we spend on maintenance
You Said
We Did Been waiting for over a month now for
someone to look at my broken stairs
12
Tenancy Standard
94%
92%91%
93%
Approachable Professional Helpful Well-informed
How would you describe your Housing Officer?
Do you feel your Housing Officer has identified your needs well, and that you have a plan to meet them?
69%
16% 14%
2%
Yes, definitely Mostly In some ways Not at all
43%
25%
16%
8% 8%
Yes, more than two times
Yes, once or twice
I don't need this sort of help
No I didn't know they could do
this
Has your Housing Officer helped you by speaking on your behalf to other services e.g. housing, health or substance use services?
Phone call
Text message
Drop in to the office
I wait for house meetings / support sessions
I don't have any contact with them
How do you usually get in touch with your Housing Officer?
53%
38%
6%3%
I can always get in touch
I can usually get in touch
It's not easy to get in touch
It's difficult to get in touch
How easy is it to contact your Housing Officer?
19%
8%
71%
2%
I have used it and staff were able to
help me
I have used it but staff were not able
to help me
I haven't needed to use it, but I'm glad
it's there if I do
I haven't needed to use it, and I don't
think it's useful
What do you think about the out-of-hours emergency phone number?
55%
38%
6%
0%
They are a good place to talk about household issues
They are a good chance to see my
housing officer
They give me a chance to catch up
with my housemates
They are a waste of time
What do you think about your weekly house meetings (if you have them)?
We aim to let our homes in a fair, transparent and efficient way. In addition to providing tenancies that are appropriate and suitable, we support tenants in a range of areas, from budgeting to help with managing drug or alcohol use.
KEY SURVEY RESULTS
Staff received lots of praise in the survey, and more than 90% of you described them as approachable, professional, helpful and well-informed
●
More than three quarters of you say that the support you have received has contributed to your overall happiness
13
Houses
202Flats
154
Quality of staff
We are proud to have a caring and compassionate team of housing staff, who received lots of positive feedback in this year’s survey. More than 90% of you say that you would describe staff as approachable, professional, helpful and well-informed. 84% of you are happy with how your needs have been identified, and Housing Officers have helped 68% of you by speaking to other services on your behalf.
We have passed on your comments to each member of staff. Everyone was delighted to hear the lovely things you said about them.
There is always room for improvement, and so we have made our staff training programme more robust. This will make sure that all staff are kept up to date on the latest housing and support issues so that they can provide you with the best service possible.
Property summary
Maisonettes
2Bungalows
1
You Said I could not ask for a better
housing officer
We Did
During the year we housed people in:
These included:
8 5+-beds
16 4-beds
42 3-beds
128 2-beds
137 1-beds
14
Getting in touch
The majority of you get in touch with your Housing Officer by phone call or text message. About a quarter of you drop into the office, and some of you wait until you have a house meeting or support session. We are pleased that 9 out of every 10 tenants who responded to the survey say
that you have no problems getting in touch with staff.
We have made it easier for you when you visit or phone by employing a full-time receptionist at our Derby office. This will make it easier for you to get in touch with the right member of staff and there will always be someone to take a message if the person you want to speak to is not available.
Our staff are very busy and won’t always be able to see you or take your call immediately. If you can’t get through please leave a message or send a text and they will get back to you as soon as they can.
You can also contact us on our website: www.derventiohousing.com
I have my worker’s telephone number and if I need anything I just
need to text or ring
Do use it: Don’t use it:
Using the Emergency On-Call numberavailable after 5pm Monday to Friday and all day Saturday and Sunday
When there is no lighting in the property
When physical abuse is occurring
When the front door is not secured
When you think a tenant is self-harming, or you have thoughts of self-harming
When there is a fire
If you lose your room key
If there is no gas in the property
To report that your food has been stolen
To report anti-social behaviour
To report other tenants’ sexual practices
You Said
We Did
You Said We Did
71% of those who have used the emergency number say that it has been helpful. About three quarters have not had to use it but are glad it’s there just in case.
We will continue to operate the emergency number so that 24/7 support is available if you need it. It costs us time and money to run this service free of charge, so please remember to follow the rules:
Told me what to do step by step
Emergency On-Call Number
15
Lettings summary
Percentage of rent lost through homes being vacant
2011 / 12 2012 / 13
SmartShare/Steps 5.82% 5.18%
SmartLets 6.13% 6.05%
Rooms4Two 10.13% 8.21%
2011 / 12 2012 / 13
Rooms4Two (Derby) £51.93 £52.24
Rooms4Two (Amber Valley) £52.20 £48.26
Rooms4Two (Erewash) - £47.41
SmartLets £97.76 £140.11
Providing Real Support - £110.21
SmartLets11 days
SmartShare/ Steps
48 hours
Rooms4Two48 hours
Average re-let time
Average rent per week
16
Amber Valley
39
Erewash
Derbyshire Dales
294
1
25
Neighbourhood & Community Standard
We are committed to promoting inclusive and accessible neighbourhoods and communities for our tenants to live in, feel part of and enjoy. We work closely with local communities to help us achieve this. This year we had properties in the following areas.
How do you feel you fit in with the local community?
32%
42%
11%
15%
I feel like I belong in the community
I fit in quite well Sometimes there are problems
I don't feel part of the community at
all
Derby
17
Feeling part of your community
Three quarters of you feel that you fit in with your local community.
We give all of our tenants as much choice as possible when it comes to which area you live in. We take into account your personal situation as well as what properties are available at the time. If you are unhappy with where you are living, please speak to your Housing Officer.
Working with tenants and the community
Neighbour Queries Late-Night Visits
Neighbours are welcome to contact us with any concerns or complaints about our tenants. We take all neigbour comments very seriously and always take appropriate action to resolve the issue.
Forums & Meetings
Health & Safety Emergency Numbers
Local Area Co-operation
We periodically carry out random late-night visits to some of our properties. This is an effective way to ensure that tenants are behaving appropriately and not causing disruption to neighbours.
We work in close partnership with the police, Local Authorities and other local agencies to promote safe and inclusive communities.
All of our tenants are given our emergency number. This can be used to reach staff at any time of night or day to deal with any urgent issue.
07929 503 960
We now have a new dedicated Property Standards Team that carries out regular health and safety checks on our shared housing properties. We also carry out regular fire safety checks.
Derventio staff regularly attend local panels and meetings including homelessness and neighbourhood forums. These are a key way to keep up to date on local issues.
You Said
We Did
I enjoy living here. I know quite a few of my neighbours and local shop people
18
Value for Money Standard
We strive to provide you with a service that offers value for money. This means finding the right balance between keeping our expenditure low without compromising on quality.
How satisfied are you that your rent / service charge provides value for money?
43%40%
12%
4%
Very satisfied Satisfied Unsatisfied Very unsatisfied
How satisfied are you with the service on the whole?
52%
43%
3% 2%
Very satisfied Satisfied Unsatisfied Very unsatisfied
19
Value for tenants
84% of you think that your rent or service charge provides good value for money.
Our charges are set at a competitive rate compared with similar services, and we are pleased that the majority of you feel that you are getting good value. Some of you who are not as happy mentioned maintenance issues as one of the reasons. Take a look at page 11 to find out how we are improving the maintenance service.
We are always looking for efficiencies which are not necessarily the lowest cost, but provide the best value:
Satisfaction
A brilliant 95% of you are ‘very satisfied’ or ‘satisfied’ with the service on the whole.
We will continue to work hard to deliver and improve the service so that it continues to meet the needs of our tenants.
Staff expenses
Staff training
Mobile phones
In-house maintenance
All staff expenses, particularly transport, are reviewed and options are compared to ensure best value for money.
We have internal teams to carry out maintenance, repairs and property standards checks on our properties. This saves us significant money on outsourcing and contracts
All front-line staff have a work mobile phone. This means they can access email and be in contact with tenants while out of the office - making their day-to-day work more efficient and cost-effective.
We take advantage of free and discounted training for staff and volunteers wherever possible.
You Said
We Did
For the area I live in and the support I receive it is good value for money
You Said
We Did
I can’t thank Derventio enough for
putting a roof over my head and getting my life back on track
20
Governance & Financial Viability Standard
Our governance structure
Derventio is governed by a highly committed board of directors who possess wide-ranging skills and expertise relevant to the organisation’s needs, including community focused company management, finance, homelessness, family and child welfare and business acumen.
The day-to-day operations for each of our key services are overseen by an experienced and highly qualified senior management team of six. The management team have a profound dedication to improving the lives of those affected by homelessness and housing problems.
Additionally, Derventio Housing Trust has:
• An experienced and talented staff team of more than 50 people, working in the areas of housing, support, learning activities, maintenance, human resources, finance, fundraising and communications
• A specialist human resources team that deals with recruitment, training and employment issues
• Full initial induction, including training that covers organisational policies and procedures and equality and diversity issues
• Excellent staff terms and conditions
• High quality supervision and management for staff
• A full and comprehensive training and development programme
Board of Directors
Richard Gerrard
Sarah Hernandez
Susan Holmes
Spencer Phillips
21
Plans for the future
41%
31%
55%51%
39%
63%
35%
49%
73%
49% 47%
57%
49%
Arts & crafts
Budgeting Computer skills
Cooking Cycling / bike
repair
Day trips Football Film Club Gym Music Swimming Farm work
Walks
Learning & skill-building
The top three activities you said you would like to take part in are going to the gym, going on day trips and working on the farm.
We will use what you said to find new funding so we can keep offering a range of different ways for you to build your skills and have fun. You can volunteer on Derventio’s farm at any time. Just ask your Housing Officer for more details.
Suggestions
You Said
We Did
Would you like to take part in any of the following free activities, sports, training and volunteer opportunities?
You Said We Did
We were delighted to receive so many comments and suggestions in this year’s survey. Thank you for taking the time to let us know what you think. Whether it was good or bad, all of your feedback will help us to give you a better service.
We have looked through all of your comments and suggestions and will refer to them as we develop our housing services. Some of the changes we have made in direct response to your suggestions in this year’s survey include holding an event for residents at Christmas (look out for details!), improving transport to activity sessions and giving tenants help to improve their gardens.
The service is very good as it is
22
What has been the best thing about your time with Derventio?
Excellent service and always
happy to help
Having the support if I
need it
Having a roof over my head
and some stability
It is one step closer to getting my own place and getting my life back on track
Having somewhere to live and not
being out on the street or homeless
The staff team at Derventio are always there to help me at any time. I have never had help
till I moved here. Struggled all my life so I will always be
grateful for Derventio
How helpful the staff are
Managing to get a decent
house
Always working with me to try to solve problems
The friendly people I have
met
Learning how to be
independent
Help and support is there when needed
I have a house for me and my
children
They never give up on me. I don’t feel
alone with my problems.
23
They listen to me
Dealt with my situation
quickly
I think you do a great job!
The understanding I’ve received
from all members of staff and the equality shown
to us all
Helped me get out of a bad
situation
I was in a very scary situation when I first came to Derventio. and they were nice to me and made it
so easyFinding me a room so quick
Having the support to start leading a normal life again
Saved me from
being street homeless
Very polite and helpful. Lovely staff
The staff are welcoming, caring,
kind and helpful
Meeting the people I live with and the
staff that support us
A big thank you. 2 years on I’m still happy, feeling settled and have got
my home looking beautiful
Derventio has changed my life for the better
I would not be progressing so
well without the most valuable help
and support of Derventio staff
Thank you
www.derventiohousing.com
DerventioHousingTrust1GrenvilleDriveIlkestonDE78HT
Tel:01159443865
Email:[email protected]
Head Office, Derby
DerventioHousingTrust33BoyerStreetDerbyDE223TB
Tel:01332292776Fax:01332209256
Email:[email protected]
Connect
Get in touch
Ilkeston Office
/derventioht
@DerventioHT
DerventioHousingTrust
localgiving.com/derventio
Derventio Housing Trust is a limited company registered in England and Wales (05886593); Registered office: 33 Boyer Street, Derby DE22 3TB
