Tenants and Leaseholders Annual Report 2012-13 and... · Boiler servicing. A familiar sight - a Kier Harlow van The Kier Harlow repairs app for smart phones Central heating not working

CONTENTS

Involvement Page 3

Repairs Page 10

Environment Service Improvement Team Page 16

Tenancy Page 17

Leasehold Page 25

Finance Page 29

This report was prepared by the Tenant and Leaseholder Editorial Panel for the tenants andleaseholders of Harlow Council with the support of officers from across the various services.

The report reflects the work of the various Standards Panels in monitoring and improving thestandards (or ‘offers’) against which the landlord will be assessed. The Panels comprise tenantand leaseholder representatives, councillors and relevant officers.

© October 2013 Published by Housing Services, Harlow Council, Civic Centre, Water Gardens, Harlow CM20 1WG

Involvement

Clockwise from left:

Breakout session atconference

Market Place atconference

Visit to Kier Sheffield

Conference 2011

Housing Finance

Involvement Customer service, choice and complaints - the Council’s offer is:

The Council, as landlord, must make clear what our responsibilities are, as tenants, and what itmust do for you. All this is set out in the tenancy agreements, and helpful information isincluded in the Tenants’ Handbook.

The housing repairs service is provided by the Council’s partner, Kier Harlow Ltd.

The Council’s customer service centre is Contact Harlow (01279) 446655 and is open from9.00am to 4.45pm, Monday to Friday. The Kier Harlow Ltd repair call centre (01279) 446666operates a 24 hour emergency service seven days a week throughout the year.

What you think is important to all of us. Harlow Council and Kier Harlow Ltd regularly carry outsatisfaction surveys. We hold regular Tenant and Leaseholder Forums and the Council seeksviews from residents and tenants. If you wish to be more involved in any of these activities thenplease contact our Tenant Initiatives Officer on (01279) 446330 or [email protected]

Staff working for Harlow Council and Kier Harlow Ltd undergo regular customer service training.

We expect the Council and its contractors to provide an excellent service, and when things gowrong they want to hear about it. Information about the complaints process is available on theCouncil’s website or can be sent to you on request. The process is made as simple as possibleand you can make a complaint in person, by telephone, via email or by post.

2012/13 saw the number of complaints continue to fall, down by 37(14%) for the HousingService and 63 (15%) for Kier Harlow:

Housing ComplaintsHousing Management 2012/13 2011/12 Kier Harlow 2012/13 2011/12

Stage 1 166 192 301 338

Stage 2 40 51 46 59

Stage 3 14 14 8 21

TOTALS 220 257 355 418Annual Report to Tenants and Leaseholders 2012/13

Page 4

The InvolvementStandards Panelcovered such topicsas:

InvolvementEmpowermentScrutinyTrainingConsultationCommunityMappingTask & FinishGroupsComplaints

Partnership Structure - the Council’s offer is (cont’d):

Harlow Council recognises the importance of working in partnership with tenants andleaseholders, both individually and through your Tenant and Leaseholder representatives. As the Council’s customers, you are best placed to inform us about how services affect youand to help us to understand your needs.Tenant and Leaseholder participation is a two-way process involving the sharing of informationand ideas, enabling tenants and leaseholders to influence the Council’s policies and decisions,resulting in more effective and efficient services that provide better value for money.

How tenant and leaseholder engagement works in Harlow Council

Involvement

In addition to the Panelswe are working with yourrepresentatives todevelopdifferent ways in whichyou can be more involved.Current opportunitiesinclude:

Housing Standards Board

Resident Inspectors

Tenant and LeaseholderRepresentatives

Forums

Focus Groups

Ward Inspections

Consultations

Tenant and LeaseholderForums and conferences

InvolvementStandards

Panel

HousingStandards

Board

Cabinet

HarlowCouncil

LeaseholdStandards

Panel

RepairsStandards

Panel

FinanceStandards

Panel

TenancyStandards

Panel

ShelteredHousing

StandardsPanel

EnvironmentService

ImprovementTeam

Annual Report to Tenants and Leaseholders 2012/13Page 5

InvolvementBeing involved - the Council’s offer is:

These Panels meet monthly and are made up of Councillors, Council officers andTenant and Leaseholder Representatives. Chairs of these panels are elected from amongst thetenant and leaseholders sitting on each panel. For further details please contact ourTenant Initiatives Officer on (01279) 446330, or email [email protected] Panel Chairs also sit on the Housing Standards Board (HSB) along with Councillors andCouncil Officers which also meet monthly. The HSB discusses any housing-related reports thatwill subsequently be presented to the Cabinet as part of the Council’s formal decision-makingprocess.Tenant and leaseholder participation and consultation is an ongoing and open-ended processthat reflects the changing needs of tenants and leaseholders.

It is about ‘being informed’Providing good quality information is our starting point. Before tenants and leaseholders candecide how they want to be involved, they need good-quality information which is accurate,up to date and easily understood.Some tenants and leaseholders may only want the opportunity to comment on the quality ofservice via questionnaires and surveys, attending briefing sessions or contacting their Tenantand Leaseholder Representatives.Tenant and Leaseholder Representatives also contribute ideas and content for the magazine‘Harlow Home’ which is delivered as an insert with Harlow Times every quarter.


During the year the Standards Panels reviewed and made recommendationson the following topics:

● Tenant participation / involvement recruitment.● Review of the Participation Agreement.● Tenants Complaints Designated Person.● Housing investment, procurement and asset management plans.● Allocations Policy.● Welfare Reform.● Empowerment.● Setting agendas and chairing meetings, Forums and the Annual Conference.● Improving the Harlow Homes magazine.● Training for Panel members and Council Officers.● Resident Inspectors.● Review and update of the Tenants’ Handbook.● Tenancy Strategy consultations and update of the Regulatory Framework.● Annual Report 2011/12.● Consultation - Government Right to Manage.● Consultation - Internal Allocations Policy.

Involvement


In the 2012 Tenant Satisfaction survey you said:Just under three quarters (73%) of tenants are satisfied with the overall service provided by theCouncil with one in four (23%) very satisfied. In contrast around one in seven (14%) aredissatisfied and a further 13% are neither satisfied nor dissatisfied, resulting in anoverall satisfaction rating of +59%.Tenant Involvement and EmpowermentAll respondents were presented with a list of different ways in which they can be more involved,have their say and make a difference and asked to say which they were aware of. They werealso given the opportunity to list those about which they would like more information.

The most frequently mentioned are Tenants Forums andHousing Annual Reports (63% each).The most frequently mentioned ways in which residents can be more involved about which theywould like more information are the Repairs Panel, the Housing Standards Board and ResidentInspectors (13%, 11% and 10% respectively).

Keeping tenants informedYou were asked whether you feel the Council is good at keeping you informed about thingswhich might affect you as a tenant. Two thirds (66%) of tenants think the Council is good atkeeping them informed, while one in ten (10%) think they are poor, an overall score of+56%.Taking into account tenants’ viewsDo you feel that the Council listens to your views and acts upon them? Just under half (47%) ofyou are satisfied that the Council takes your views into account compared with 16% who aredissatisfied, thus producing an overall satisfaction rating of +31%.

Involvement


In the 2012 Tenant Satisfaction survey you said:

Making ContactYou were asked whether they had been in contact with Harlow Council over the last twelvemonths. The majority (76%) of respondents indicated they had been in contact with HarlowCouncil over the last twelve months. The majority (75%) contacted Harlow Council via thetelephone while around one in six (18%) visited an office.

Reason for contactJust over half (56%) of residents made contact about repairs. A further 11% made contactabout rent /housing benefit.

Helpfulness of staff

Four fifths of tenants (79%) found the member of staff helpful,whereas one in eight (12%) found them unhelpful.

Ability of staff to deal with the problemMore than half (56%) indicated that the member of staff had been able to deal with theirproblem, whereas 13% had found them unable to do so. For a further 25%,the member of staff had referred the respondent to the appropriate person.

Satisfaction with the final outcome

Tenants were also asked to rate their satisfaction with the final outcome. Nearly two outof three tenants (62%) reported they were satisfied with thefinal outcome of their last contact with Harlow Council. Conversely, 25% expresseddissatisfaction and a further 10% were neither satisfied nor dissatisfied.

Involvement



Boiler servicing.A familiar sight - a KierHarlow vanThe Kier Harlow repairsapp for smart phonesCentral heating notworkingShower unit for disabledadaptationAre your electrics safe?Dripping taps

Repairs

The RepairsStandards Panelreviewed and maderecommendations on:

Asset ManagementStrategyVoids PerformanceRepairsMajor WorksProcedureHousing PropertyService’sPerformanceKier Harlow’sPerformanceTask & FinishGroupsComplaints

Repairs Quality of accommodation – leading towards ‘Modern Homes ’- theCouncil’s offer is:● To ensure all homes meet the Decent Homes Standard by 31 December 2015

using the Modern Homes programme.

● To maintain them to this standard after 2015 and to continue to bring the remainderof the housing stock up to the Modern Homes Standard.

● To continue to improve the energy efficiency and sustainability of your homes.

● To ensure that we identify any specific needs that should be taken into accountwhen repair and maintenance work is planned.

● To provide accurate information to you about planned works to be carried outin and around your home.

● That the Housing and Regeneration teams consult and communicate with affectedresidents in The Briars, Copshall Close, Aylets Field, Lower Meadow and BarleyCroft (the ‘priority estates’).


Repairs and Maintenance - the Council’s offer is:

● To meet all statutory requirements for the supply of gas, electricity and water to your home.

● All tenants and leaseholders are fully satisfied with the repair service and that allrepairs are completed ‘right first time’.

● Ensure at least 10% of all repairs are inspected after completion.

● To involve you in monitoring the repairs performance by joining the Repairs StandardsPanel.

● To offer a password system to vulnerable residents for Council staff, Kier Harlow andall Contractors visiting your home.

● For Kier Harlow to make appointments within two hour time slots and contact you toensure you are at home.

● To operate a 24 hour, 365 days a year emergency call out service (01279 446666).

● To advertise target time for repairs priorities (emergency, urgent and standard).

● To ensure all staff (Harlow Council, Kier Harlow and all contractors) carry identitycards at all times, respect your property and clean up on completion.

Repairs


Repairs

REPAIR 2012/13Gas breakdowns 8,733Plumbing 6,845Electrical 3,951Carpentry 3,023Roofing 1,555Drainage 1,113Garage repairs 1,090Plastering 685Bricklaying 448Glazing 433Fencing 469Minor adaptations 162Door entry systems 119

TOTAL 28,626

Repairs and Maintenance - the Council’s offer is:

Repairs are allocated into four priorities:-

● Emergency - initial call out within two hours and completed within 24 hours.● Urgent - completed within five working days.● Standard - completed within 20 working days.● Right to Repair - varies according to fault.

The number of repairs remains broadly similar to last year apart from glazing (330 in2011/12) because of changes to tenants’ responsibilities for glazing. Fencing work alsoincreased significantly (326) and there was a fall in demand for minor adaptations (256).

Stock Condition Survey

A major project undertaken this year was a comprehensive Stock Condition Surveyevaluation covering fire risk assessments, asbestos and energy efficiency as well as themain elements of the property. Surveys were undertaken of over 92% of the housingstock providing accurate information on all the key and non-key elements of theproperties.

This work fed into the preparation of a detailed five-year investment programme whichprioritises the work at those properties actually needing work over the next five years.The work programme for the next two years is available on the council’s website:http://www.harlow.gov.uk/housing-investment-programme

Kier Harlow carried out theserepairs last year:


Repairs Asset Management StrategyA new Asset Management Strategy was prepared by the Housing Property Services team settingout the long term aims and objectives for the Council’s housing stock.

For the first time the Strategy looked at the long-term viability of each property and the garagesand associated land to determine which properties are suitable for investment and those whichthe council may wish to treat differently. All the various strands of information that influenceinvestment decisions have been brought together to ensure the Council has a complete overviewof its housing portfolio.

Investment in 2012/13:Work Item 2012/13 2011/12Central heating 525 N/A

Kitchens 445 127

Doors 529 198

Electrical rewires 692 43

Windows 165 203

Roofing 76 30

Bathrooms 0 12

Future Plans

Following a rigorous selection exercise the council appointed fourcontractors in March 2013 to deliver the Modern Homes programme in 2013and for the next four years. These are Solar Doors, Kier Services, UnitedHouse and Keepmoat.


Repairs In the 2012 Tenant Satisfaction survey you said:

Completing a repairAlmost three fifths (57%) of those asked indicated they had had a repair completed in theprevious 12 months although of possible concern to Harlow Council is the finding that 9% ofresidents who had had a repair completed said that the operative whoundertook that repair did not show their ID badge.

Satisfaction with the repairs and maintenance serviceOf those who had a repair carried out, four fifths (79%) are satisfied, with almost a third (31%)feeling very satisfied. In contrast 15% are dissatisfied and 6% ambivalent, givingan overall satisfaction rating of +64%.

Completing the repair right first timeThree quarters (73%) of those who had a repair completed consider that it was completed rightfirst time while 26% said it was not and 1% did not know.

Tenant responsibilitiesFour fifths (80%) of all respondents are aware of their responsibilities as a tenant regardingtenants’ repairs.


Environmental Services Improvement Team - The Council’s Offer is to:● Clean the Estates regularly and on a frequency that has been agreed with you.● Ensure our estate cleaning standards are measured against the highest grade .

● Invite you to inspect our estates with our staff on Ward Inspections twice a year.● We inspect tower blocks separately from the Ward Inspections, when we also

carry out fire and safety checks, check they are clean and investigate anytenant related issues.

● Carry out landscaping and ground maintenance in accordance with our LandscapeService Standards approved by the Environment Service Improvement Team whichincludes Tenant and Leaseholder Representatives and owner occupiers.

● Deliver an effective caretaking and cleaning service to nominated blocks.● Ensure Kier Harlow Ltd has achieved 100% performance on reactive response to

street cleaning requests.

● Street cleaning performance is measured using four areas of street cleaning. Thelower the figure the better the performance. 2012/13 2011/12 (target)

Litter 13% 13% (2%)

Detritus 19% 21% (2%)

Graffiti 3% 5% (1%)

Fly posting 2% 2% (1%)

In the 2012 Tenant Satisfaction survey yousaid:Around two thirds of you (65%) rate theirneighbourhood as a good place to live. Conversely,17% of tenants rate it as poor.


Tenancy


TaylifersFront door with HarlowCouncil keySewell Harris CloseTenants HandbookRent card

Tenancy

The Tenancy StandardsPanel reviewed andmade recommendationson:

RentsTenants’ HandbookEmpty homesGaragesWard InspectionsAllocationsRent StatementsHarlow HomesNeighbourhoodManagementAnti Social BehaviourResident InspectorsRedecorationSchemesTenant Surveys

Tenancy

Allocations - The Council’s Offer is to:● Let homes in a fair, transparent and efficient way.

● Provide clear advice to tenants and applicants on their housing options.● Take into account the housing needs and aspirations of tenants and potential tenants.● Make the best use of available housing through an appropriate allocations policy.● Operate clear application, decision-making and appeals processes.● Use a Choice Based Letting Scheme. Applicants have a choice to bid for where they

want to live.● Offer financial incentives to tenants who wish to move to smaller and/or flatted

accommodation.● Provide free access to a mutual exchange scheme.

Properties they went to 2012/13 2011/12General Needs 447 496Sheltered Accommodation 60 42Housing Association 91 52TOTAL 598 590

Where they came from:Homefinder 302 215Transfer 203 315Homeless 93 60

Bands Allocated 2012/13 2011/12

Band 1 104 86Band 2 436 448Band 3 45 34Band 4 13 22

Choice-based Lettings-how we housed our applicants:


Tenancy- cont’d

Our plans for improvement:● We will continue to encourage more of you to get involved in the Resident Inspection

process.● We will continue to promote participation in the Ward Walkabouts with Housing Officers.

The Council’s Offer is to:● Keep the neighbourhood and communal areas associated with their homes clean

and safe.

● Work in partnership with the Police, for example to install alarm units for victims ofdomestic violence.

● Arrange fire safety talks to tenants in sheltered housing.

● Arrange the installation of ‘Telecare’ systems to vulnerable and elderly people.● Work with other organisations to promote residents’ social, environmental, and economic

well being.● Provide you with information that shows our commitment to your local neighbourhood.

Tenancy


2012/13 2011/12 2012/13 2011/12TYPE OF DWELLING NUMBER OF BEDROOMSHouses & bungalows 6,082 6,114 Bedsits 416 417Flats & maisonettes 3,697 3,703 1 bedroom 2,090 2,095Other 7 7 2 bedroom 3,721 3,728

TOTAL 9,786 9,824 3 bedroom 3,173 3,1974 bedroom 351 3525 bedroom 28 28Hostel 7 7

TOTAL 9,786 9,824

Tenancy

In the 2012 Tenant Satisfaction survey you said:

Tenancy AgreementYou were asked if you understand the conditions listed in their tenancy agreement.Almost all (98%) said they do.Tenants’ Handbook

Nine out of ten of you said they find the Handbook useful.The quality of the homeMore than seven in ten (72%) said they are satisfied with the overall quality of their home,while a further 7% are ambivalent. Conversely one in five (20%) are dissatisfied, whichproduces an overall satisfaction rating of +52%.


Rents – The Council’s Offer is to:

● Set rents in accordance with the objectives and framework set out in theGovernment’s Direction to the TSA of November 2009.

● Make sure that you have all the information about your rent, service charges and anybenefits to which you may be entitled when you sign your tenancy agreement.

● Provide a number of ways of paying your rent on time, such as direct debit, over thephone, or at the Civic Centre, to help you avoid getting into debt.

● Provide debt advice that may assist you to pay your arrears and make sure that anyaction taken is fair and reasonable. If you do run into problems paying your rent,eviction is only used as a last resort.

Tenancy


Tenure - the Council’s Offer is to:

● Offer and issue the most secure form of tenancy compatible with the purpose of thehousing and the sustainability of the community.

● Meet all statutory requirements in relation to the form and use of tenancy agreements.● Treat everyone in a consistent way - the rights of our secure and introductory tenants

are made as similar as possible.● Publish the rent of a property so that prospective tenants can plan ahead and make

sure they can afford their new property.● Ensure all new tenants are visited by their Housing Officer within 21 days of starting

their tenancy. This provides the tenant with an opportunity to raise any concerns orissues they have with the property and their own personal requirements.

● Provide Tenancy Support Officers to help you if you need advice with your finances,or support you if you are having difficulties with your tenancy.

Our plans for improvement:● To make the process for mutual exchanges more transparent and to review the

incentives for down-sizing (moving to smaller accommodation).● To bring in more staff to help tenants with the welfare reforms.● For staff in Housing Management and Revenues and Benefits to work in partnership

to support tenants.

Tenancy


Anti Social Behaviour - The Council’s offer is to:

● Tackle anti-social behaviour as it continues to be a high priority because quality of life isa key issue for local residents.

● Adopt a balanced approach which includes enforcement, prevention, early interventionand support.

● Ensure anyone complaining about ASB speaks directly to a member of the HousingManagement Team or Community Safety Team.

● Ensure that Critical and Urgent cases will be led by the Council’s Community SafetyTeam with Housing Services taking the lead on tenancy enforcement.

● The Council will take a multi-agency approach involving the Police, social care, schoolsand other support agencies.

Tenancy


Enforcement Action Taken By The Council 2012/13 2011/12

Injunction orders obtained 0 5ASB Injunctions 3 5Cases passed to Court 6 5Anti social behaviour contract 0 4Good neighbour contract 3 3Committals 0 3Notices of Seeking Possession served 1 2Possession Orders 3 1Anti Social Behaviour Order [ASBO] 0 1Tenancy Demotion 0 0Notice to Quit 0 0

TOTAL 16 29

Environmental ServicesImprovement TeamTenancy

Types of ASB Reported 2012/13 2011/12Critical - threats to kill, Actual Bodily Harm 0 2Urgent - Violence or threats of violence, drug dealing 53 34Non-urgent - minor breaches of the tenancy agreement 584 548

TOTAL 637 584

Our Plans for improvement: Anti-Social Behaviour

● Continue to make new tenants aware of their rights and responsibilities, particularly inrelation to their neighbours.

● To work with residents to help ‘design out’ crime.● Review the ASB information found in the Tenants’ Handbook.


Leaseholders

Leaseholders - the Council’s Offer is:The Councils offer is to:● Maintain a focus on controlling costs to leaseholders, while achieving and maintaining high

standards of services supplied.● Analyse and improve the standard of information supplied to leaseholders about major

works, and introduce a mechanism for monitoring communal repairs.● Continue and enhance two-way communication with leaseholders through the Standards

Panels, the Leasehold Forums, Harlow Home, and other channels of communication.● Continue to deal with leaseholder enquiries and concerns.● Facilitate the scrutiny of Home Ownership and other relevant Council departments or

agents, in particular an annual scrutiny of Service Charges, including comparisons withother social housing organisations.

The overall objective will be to identify opportunities for improvement.

Leaseholder services - we did:● As a result of leasehold surveys carried out we have improved the satisfaction on the

overall service provided by the Home Ownership Team from 55% in 2010/11 to 72% in2011/12 and 76% in 2012/13, which is a major improvement on the service.

● Leaseholders showed dissatisfaction in communal repairs and we have introduced RepairsStatements that are sent throughout the year to inform leaseholders of what block repairshave been carried out. This helps in resolving disputed items quickly and before the finalstatement of actual expenditure is sent in September each year. We also monitorperformance and the completion of repairs within the agreed timescales at the LeaseholdStandards Panel meeting.

● We have improved the satisfaction levels in respect of leaseholders being kept informedabout issues that affect them. We agree items for the agenda for the Leasehold Forumand articles for Harlow Times at the Leasehold Standards Panel meeting.

Leaseholders

Capital WorksOptions for deliveryof Major WorksLoans for majorworks billsPrompt paymentdiscount for majorworks billsLease ExtensionsProcedurePerformance inrelation toleaseholder servicesAnnual LeaseholdSurveyReview CleansingperformanceReview BlockRepairs prioritiesHarlow HomeService chargestatementsIntroduced BlockRepairs statements andmonitor performanceEquity loans Annual Report to Tenants and Leaseholders 2012/13

Page 26

Leaseholders Leaseholders - the Council’s Offer is:Following concerns from leaseholders over paying major works bills a number of paymentoptions are available for them which include interest free loans, voluntary charges forleaseholders in financial hardship and a prompt payment discount for leaseholders who are ableto settle their account quickly.

To improve value for money by continuing to reduce the Management Fee to leaseholders. Toencourage more leaseholders to pay by direct debit above the 73% who do already in order tokeep costs low. Charges for services that are not directly related to our leaseholders is offsetagainst the Management Fee to keep costs down.

Our Performance:

Measure 2012/13 Target

Annual Service Charge Collection 98% 97.5%

% of Leaseholders paying by DirectDebit 73% 73%

Number of complaints 10Number of complements 14Responding to correspondence with10 days 95% 95%

Overall satisfaction with HomeOwnership Section 76%

Leaseholder satisfaction (they arekept informed of issues that affectthem)

81%

Out of 2387 leaseholders 1746(73%) pay by direct debit

In 2012/13, the average cost to373 leaseholders for major workswas £2197

90 leaseholders tookadvantage of the Council’sprompt payment discount

There are 2387 council leaseholdflats of which 42% are sublet toprivate tenants.


Leaseholders In 2012/13 the Leasehold Standards Panel has contributed in a major way to improve theservices and information that leaseholders receive. This included:

● Reviewed the local offer for leaseholders.● Agreed agendas for the Leasehold Forums.● Looked at options for delivering major works to flat blocks.● Set up a Leasehold Policy to cover all leasehold issues.● Looked at the feasibility of introducing equity loans/stakes.● Assisted in the introduction of the new loan options to assist leaseholders facing large

major works bills.● Improved the information supplied to leaseholders including billing information, quarterly

statements, items for Harlow Home, reviewed the Leaseholder’s Survey questions andFrequently Asked Questions for major works.

● Assisted in the introduction of Repairs Statements which detail block repairs carried outduring the year. These are now sent to leaseholders during the year to assist with anydisputed items at an earlier stage.

● Monitor monthly repairs performance for blocks.● Monitor the Home Ownership Team’s performance monthly.● Assisted in developing a process for leaseholders looking to extend their lease.● Looked into the feasibility of introducing an external window cleaning service to flat blocks.● Assisted in the improvements to the cleaning and caretaking services, including a quarterly

resident’s survey of 10% of the blocks that are cleaned. These will be monitored by theLeaseholder Standards Panel.

● Agreeing the placing of notice boards in flats with cleaning/caretaking services to includecleaning schedules and any other relevant information.

Leaseholders have their own representative on the Housing Standards Board who is thechairman of the Leasehold Standards Panel for that year.

The LeaseholdStandards Panel meetsmonthly to discussleasehold related issuesand monitor theperformance of theservices they receive.

The Panel is veryproductive and arealways looking for newrepresentatives to join.

If you are a leaseholderof Harlow Council andresident in the propertythat the lease describesthen why not becomeinvolved and join thispanel?

For more informationcontact Zulfi Kiani on01279 446330 or [email protected].


EXPENDITURE 2012/13 2011/12£,000s £,000s

General Management * 10,813 8,025Special Management * 5,531 5,609Repairs 9,337 9,855Rents, Rates, Other charges -20 53Provision for Bad & Doubtful Debts 308 170Housing Subsidy Paid to CLG ** 0 14,311Supporting People TransitionGrant

10 10

Major Repairs Reserve ** 16,542 7,676Debt Management Expenses 10 78Interest Charges 0 75Interest Payable 6,802 0Revenue Contribution to Capital 0 49,333 0 45,862INCOMEDwelling Rents 42,500 39,704Garage Rents 2,436 2,432Other Rents 22 40Interest Receivable 35 118Charges for Services and Facilities 4,270 49,263 4,296 46,590

Balance in Hand 1 April 3,350 2,768Transfer to Insurance Fund -312 -146Surplus/(Deficit) for year -70 728Balance in hand 31 March 2,968 3,350

Housing Revenue Account

.

* More analysis ofthese two lines isgiven on the nextpage.

** This year we nolonger had to paymoney to theGovernment enablingus to invest more inimproving our homes.


GENERAL MANAGEMENT 2012/13 2011/12£,000s £,000s

Employee salaries and costs 5,051 4,168Premises, rent and heating etc 36 61Transport related costs 9 10Supplies and services 2,940 1,004Third party payments 2 2Support costs, overheads etc 2,775 10,813 2,780 8,025

SPECIAL MANAGEMENT

Grounds Maintenance * 1,425 1,374Sheltered Housing 1,039 1,067Amenity Cleaning 1,045 1,124Caretaking 375 393Cleaning 712 627District Heating 320 295Landlords lighting 245 250Homelessness 146 194Multi storey flats 102 109Door entry systems 67 69Highways maintenance ** 55 5,531 107 5,609

Housing Revenue Account - analysis

* The rent covers notjust the homes butthe surrounding openspaces as well

** The surroundingareas also includesthe roads in theestates.

In the 2012 TenantSatisfaction surveyyou said:Satisfaction with value formoney

Satisfaction is highest withhousing rents with which73% are satisfied, whilstaround one in eightresidents (12%) aredissatisfied, giving anoverall satisfactionscore of +61%.Satisfaction is lowest forservice charges, whereonly 43% are satisfied,24% dissatisfied and 34%neither satisfied nordissatisfied, giving asatisfaction scoreof +19%.


CAPITAL PROGRAMME £,000s

Energy efficiency 2,834

Kitchens and bathrooms 2,808

Windows 1,992

Housing initiatives 796

Flat block common areas 785

Electrical works 613

Flat block refurbishments 478

Boiler installations 377

Water 351

Asbestos work 350

Garages 324

Rewires 254

Environment 177

Housing IT 146

Structural 97

Roofing 31

TOTAL 12,413

And this is how manyimprovements weachieved with that

investment:

This is how much, and on what, weinvested last year :

CAPITAL WORKS (elementscompleted 2012/13 £,000s

Roofs 76

Windows 165

Doors 529

Kitchens 445

Rewires 692

Bathrooms 0

TOTAL 1,907


Harlow Council Housing Services

- working for you and your home

Documents

Tenants and Leaseholders Annual Report 2012-13 and... · Boiler servicing. A familiar sight - a Kier Harlow van The Kier Harlow repairs app for smart phones Central heating not working