Cymdeithas Tai. BroMyrddin. Housing Association ANNUAL REPORT 2011/12. making a

Transcription

1 2012 Cymdeithas Tai BroMyrddin Housing Association ANNUAL REPORT 2011/12 making a

2 Bro Myrddin Housing Association Registered office: Cillefwr Industrial Estate, Johnstown Carmarthen SA31 3RB Auditors: Bevan & Buckland Langdon House, Langdon Road, Swansea Internal auditors: The Internal Audit Association (HA) Ltd 5 Spring Garden Lane, Gosport Principal solicitors: Morgan Cole Llys Tawe, Kings Road, Swansea Hugh James Hodge House St Mary Street, Cardiff Cover pictures, clockwise from top: Bro Myrddin; Jupiterimages; Ryan McVay Ungoed Thomas & King 6 Quay Street, Carmarthen Principal bankers: Barclays Bank plc Guildhall Square, Carmarthen Barclays Bank plc Corporate Banking Centre, Cardiff Registered under the Industrial and Provident Societies Acts, No R Charitable Rules Registered by Housing for Wales, No. L069 Report production Andrew Buchanan Communications, Board of Management commitment Bro Myrddin is managed by a voluntary Board of Management who are responsible for ensuring that all Association activities are managed effectively and efficiently. The Board s responsibilities include making strategic decisions, monitoring compliance, overseeing the financial position, agreeing policies, and ensuring the Association s affairs are conducted openly with the highest standards of probity. Bro Myrddin is committed to recruiting members who are widely experienced and suitably skilled in the fields of finance, personnel, IT, development, property management and supported housing. A range of these skills and experience can be found among existing Board members. Bro Myrddin s mission is to provide affordable homes and services to a high standard, whilst ensuring resident and other stakeholder participation.

3 Welcom e A WARM WELCOME TO THIS OVERVIEW OF BRO MYRDDIN S WORK IN Board of Management Chair Gethin Davies Retired County Commander, Mid & West Wales Fire Service Vice chair Christine Patching Service Manager Ray Daniels Chair, Residents Forum Mike Edwards Resident member Beryl Hicks Law firm employee Arwyn Howells Retired Director of Finance & Information Technology & Acting Chief Executive of Carmarthenshire County Council Chair of Bro Myrddin s Audit Committee We have been focusing more than ever on providing services that have a real impact on our residents wellbeing hence our theme, Making a Difference. I am pleased to report that, despite an extremely difficult economic climate, we have continued to make excellent progress. As always, I am grateful for the support of my Board of management colleagues who join me in thanking Bro Myrddin s staff team for their loyalty, professionalism and commitment. We are also indebted to the many residents who freely give their time to support our work. Gethin Davies Chair Belinda Jenkins Programme Management Officer, Welsh Government Phil Roberts Chief Executive, Warm Wales Chair of Bro Myrddin s Personnel and Remuneration Committee Allan Tillman Retired Chartered Surveyor Dylan Williams Clinical Nurse Specialist Contents Chief Executive s report 4 Residents Forum Chair 8 Financial information 9 Performance information 11 Jayne Woods Chartered Accountant Adrian Young Management Consultant Bro Myrddin annual report

4 MAKING A difference by Hilary Jones, Chief Executive THE SELF-ASSESSSMENT PROCESS BY WHICH HOUSING ASSOCIATIONS IN WALES MEASURE THEIR PERFORMANCE IS BASED ON TEN DELIVERY OUTCOMES SET BY THE WELSH GOVERNMENT. These delivery outcomes encourage activity to be focused on generating concrete benefits to stakeholders, including residents, staff and the community. The following key features of our work during are grouped here under their relevant delivery outcomes: PLACING THE PEOPLE WHO WANT TO USE OUR SERVICES AT THE HEART OF OUR WORK The Links project better communication This ongoing initiative is designed to provide staff with ready access to residents tenancy and property records held on a new CRM (customer relationship management) system commissioned in January It means that frontline personnel answering residents calls will always have the latest information at their fingertips, including details of previous calls. Resident profiling finding out more about our residents We have surveyed our residents by post, telephone, online and face-to-face to find out more about them, for example their preferred means of contact and any special requirements to aid a disability or impairment. The information is useful not only in our day-to-day communications, but also in developing and tailoring services. Resident participation We have reviewed our Resident Participation Strategy, which ensures that all residents are offered opportunities to play an active part in the way Bro Myrddin delivers and improves its services HOMES IN MANAGEMENT +++ Bro Myrddin annual report HOMES RELET

5 MAKING A difference CONDUCTING OUR AFFAIRS WITH HONESTY AND INTEGRITY AND DEMONSTRATING GOOD GOVERNANCE THROUGH OUR BEHAVIOUR Making information widely available A wide range of information about Bro Myrddin is available on our website, which includes our annual report. We were pleased to note that a higher than average proportion of our residents have internet access. We also keep our residents informed through our seasonal newsletter, Sgwrs, which is continuously developed in line with readers feedback and provides a mix of news, information and practical advice. Feedback suggests a growing readership and that the publication is well received. Promoting equality and fairness We have carried on our work with other West Wales landlords and equality advisers Tai Pawb to develop a regional equality strategy that reflects the diversity of our residents in terms of age, gender, disability and other factors. Bro Myrddin s Welsh language scheme enables residents to communicate with us in Welsh where that is their preference. Strengthening governance To ensure that our Board of Management continues to deliver the highest standards, members underwent training during the year, including sessions on finance and Board effectiveness. MAKING SURE OUR PURPOSE IS CLEAR AND WE ACHIEVE WHAT WE SET OUT TO DO KNOWING WHO DOES WHAT AND WHY Planning ahead Our five year business plan, setting out Bro Myrddin s objectives in terms of customer focus and improvements to our properties, was published after consulting with stakeholders. 62 FLATS PURCHASED ADAPTATIONS MADE Bro Myrddin annual report

6 MAKING A difference Publicising our service standards The standards covering each of the services Bro Myrddin provides were reviewed during the year, with Residents Forum involvement. They spell out exactly what residents can expect from us and are available in printed form and for download from our website. Investors in People We were reassessed and successfully retained our Investor in People status, originally awarded to us in It confirms that our staff team is motivated and committed to providing the best possible service. SHOWING THAT WE ARE A FINANCIALLY SOUND AND VIABLE BUSINESS Financial viability At the end of the year, the Welsh Government s Housing Regulation team confirmed that Bro Myrddin had passed its annual financial viability assessment. It shows that we have adequate resources to meet the business and financial commitments set out in our business plan. ENGAGING WITH OTHERS TO ENHANCE AND MAXIMISE OUTCOMES FOR OUR SERVICE USERS AND THE COMMUNITY During the year, Bro Myrddin has worked closely with its local authority partners, Carmarthenshire County Council and Pembrokeshire County Council, helping them to meet their community housing responsibilities. BUILDING AND RENOVATING HOMES TO A GOOD STANDARD We have also continued our active role within the Gorwel Consortium of West Wales housing associations, which enables us to benefit from the group purchasing of building and maintenance contracts so as to deliver maximum value for money. Flats acquired en Sixty-two one and two-bedroom flats in Carmarthen were purchased from Wales & West Housing Association during th ar m r Thirty flats at Glannant House provide general needs a,c Glannant House accommodation while the remaining 32 at Llys Ffynnon enable us to offer homes for our elderly residents WEEKS RELET TIME +++ Bro Myrddin annual report % REPAIRS

7 MAKING A difference Llys Ffynnon is our first sheltered scheme and widens the choice of housing and support we can now offer. It includes a scheme manager and a range of communal facilities. An investment programme, consisting of kitchen and bathroom upgrades, is planned at both schemes. Llys Ffynnon, Carmarthen New family homes The construction of three three-bedroom family homes has begun on site at Cwmgwili as part of a larger housing development. Further units will be acquired as the development, which occupies a former industrial estate, progresses. LETTING HOMES IN A FAIR, TRANSPARENT AND EFFECTIVE WAY Better access to social housing Bro Myrddin worked with Carmarthenshire County Council and other social landlords to agree a new Access to Social Housing policy which provides fairer access to social housing using a simplified points-based system. The start of the new policy in September 2011 was accompanied by the launch of a new Carmarthenshire Housing Options website, giving information such as the number of lettings, the number of applicants and estimated waiting times. MANAGING OUR HOMES EFFECTIVELY Making rents clearer As well as setting rents as low as possible, we aim to make understanding and paying rent straightforward for our residents. During the year, we redesigned our rent statements to make them clearer and easier to understand, removing abbreviations and adding a reminder of the different payment methods available. Successful hostel inspections Once again our two hostels in Carmarthen for residents who are learning independent living skills, Maes yr Ysgol and Ffynnon Waun, passed inspections in January 2012 carried out by the Care & Social Services Inspectorate Wales. SATISFACTION % RENT COLLECTED +++ Bro Myrddin annual report

8 MAKING A difference REPAIRING AND MAINTAINING HOMES IN AN EFFICIENT, TIMELY AND COST EFFECTIVE WAY Guide to home improvements A new guide has been produced for residents whose homes are being improved. It explains the process of consultation before works begin and the choices available at the time of upgrades to kitchens, bathrooms, windows and doors. The guide was used during a replacement kitchen programme at a scheme in Carmarthen, early feedback indicating that residents felt well informed about the process and were pleased with the choices offered. Better electric heating Some of our residents in Pendine and Laugharne have benefited from having their electric storage heating upgraded. Modern, efficient models have replaced the old style heaters while tariffs have been switched to the more flexible Economy 10 from Economy 7. Residents welcomed the new systems, which are cheaper-to-run and more controllable. Fuel switch Grants have been secured enabling us to switch properties from electric to gas heating where gas is available. We continue to assess the choice of new heating systems available to residents so that they benefit from efficient and controllable heat and hot water. FROM THE CHAIR OF THE RESIDENTS FORUM I would like to thank Forum members for their time and support and for making our work for the mutual benefit of Bro Myrddin and its Residents so pleasurable. Despite the national economic situation, Bro Myrddin is still going from strength to strength and we look forward with confidence to the years ahead. I would like to take this opportunity to say a big thank you to everyone who supports the Forum and that I am very proud to be able to play a small part in a highly efficient team. Ray Daniels 8 Bro Myrddin annual report

9 FINANCIAL information During the year we carried out a comprehensive review of our business plan which consolidated our strategic objectives and provided us with clear direction and focus for the next five years. The business plan is developed in conjunction with the Association s 30 year financial plan which tests the financial implications and viability of our strategies and confirms that we will meet our loan covenants. The forecast assumes a high level of spend on planned maintenance works, sufficient to meet the requirements of the Welsh Housing Quality Standard. Annually, the Association s Board reviews the Treasury Management Strategy to ensure that the organisation s financial requirements continue to meet: the development programme compliance with loan covenants for Lenders surplus to interest cover and gearing ratios. The Association s Risk Strategy is also reviewed annually by the Board. This is a comprehensive policy confirming that Bro Myrddin is a risk averse organisation with more than adequate reserves to meet any potential risks should they materialise. The balance sheet indicates that Bro Myrddin remains financially viable with a surplus for the year of 310,313. Reserves at the year end stood at 3,647,652 and are used to support borrowing for future development and reinvestment in the planned maintenance programme. Money: where it came from and how it was spent ( 000) (last year s figures in brackets) Expenditure total 2,441 (2,203) Management: 613 (530) Services: 128 (91) Maintenance: 1,001 (943) Bad debts: 28 (9) Depreciation: 266 (197) Development: 193 (217) Hostels: 212 (216) Income total 3,116 (2,794) Services: 115 (89) Development: 122 (81) Hostels: 173 (166) Revenue grants: 78 (92) Other: 12 (23) Rents: 2,616 (2,343) Bro Myrddin annual report

10 FINANCIAL information Abbreviated income & expenditure account for year ended The Association s Income Turnover Less: Operating costs Operating surplus (Deficit)/Surplus on disposal of assets Interest receivable and similar income Interest payable and similar charges Surplus for the year ,116,305 2,793,720-2,440,732-2,202, , ,953 59,116 18, ,710 43, , , ,527 The External Auditors, Bevan & Buckland, are satisfied that these summarised accounts are consistent with the full accounts. A full set of audited financial statements is available on request. Abbreviated balance sheet for year ended The Association s Assets (what it owns) Land, buildings and equipment Cash at bank Amounts owed to us The Association s Liabilities (how it was paid for) Social Housing Grant Loans Amount owed by us Designated reserves General reserves ,138,669 1,469, ,530 37,017, , ,702 41,810,063 37,528, ,613,010 13,674, ,393 1,321,652 2,326,000 22,830,498 10,722, ,423 1,321,652 2,015,687 41,810,063 37,528,282 Bro Myrddin uses its reserves to support borrowing for investment in the development of additional homes and reinvestment in major repair and improvement programmes. 10 Bro Myrddin annual report

11 PERFORMANCE information PROPERTY: location Llandeilo Ammanford Whitland St Clears Llanmiloe Carmarthen Llanstephan Tumble Property location Ammanford Carmarthen St David s/clynderwen Llandeilo Llanelli Laugharne/Pendine St Clears Whitland Llanstephan Total LETTINGS: The people we housed and where they came from Sources of referral Total: 80 (100%) Association waiting list: 43 (54%) From move-on accommodation: 15 (19%) Transfers: 5 (6%) Homeless: 17 (21%) Bro Myrddin annual report

12 PERFORMANCE information Type of household Total: 80 (100%) 1 adult: 31 (39%) 2 adults: 9 (11%) 1 elder: 9 (11%) 2 elders: 3 (4%) 1 parent family: 16 (20%) 2 parent family: 12 (15%) Lettings by ethnic origin White: 79 (99%) 86 (99%) 68 (97%) Mixed (White and Asian): 0 (0%) 1 (1%) 0 (0%) Mixed (White and Black African): 0 (0%) 0 (0%) 1 (1.5%) Mixed (White and Black Caribbean): 1 (1%) 0 (0%) 0 (0%) Asian/Asian British (Bangladeshi): 0 (0%) 0 (0%) 1 (1.5%) Total: 80 (100%) 87 (100%) 70 (100%) Properties we let during the year New let Re-let Total VACANT HOMES: How many there were and how long they took to relet During 2011/12 demand for re-housing in Carmarthenshire remained constant with over 7,700 applicants recorded on the Housing Choice Register. Therefore, it is important that empty homes are brought back into use as quickly as possible. At the end of the year three properties were vacant, a reduction from nine vacancies the year before. The three vacancies represented 0.38% of our stock total and were all re-let on 2nd April The time taken to re-let our homes increased slightly to 2.9 weeks from 2.4 weeks in 2010/11. We take the opportunity to assess compliance of empty properties with Welsh Housing Quality Standards and make any necessary improvements, such as replacing kitchens and bathrooms, while they are vacant. 12 Bro Myrddin annual report

13 PERFORMANCE information Vacant Homes No % March March March How long it took to re-let weeks Bro Myrddin target/ceiling: 1 week Target: 1 week 0 Percentage of vacant homes 0 No of weeks to relet MAINTENANCE: Repairs we carried out and how they were received The Association continues to deliver a quality service to its residents for day-today repairs and through its improvement programme. The introduction of multi-disciplined contractors to prepare our void properties for letting and replacement kitchens and bathrooms has been very successful and has led to our smaller contractors being more responsive to the delivery of day-today general repairs. We have further increased the number of contractors who are receiving work orders electronically and have been assessing the introduction of electronic invoicing. Repair performance (days) Emergency target Urgent target Nonurgent target Bro Myrddin annual report

14 PERFORMANCE information Resident feedback on maintenance contractors performance Reviewing the residents feedback following repairs has enabled us continually to improve the service we provide. We carry out individual Contractor performance reviews and once a year hold a meeting with contractors to obtain feedback from them and to inform them of the Association s key targets for the next year. Number of repair orders issued Number of slips returned (29.35%) 663 (34%) 1009 (43%) Resident satisfaction with performance % satisfied % satisfied % satisfied Handling the initial repair request Carrying out the repair Speed of service Contractor was helpful and friendly Contractor cleared up after repair Repair resolved the problem Adaptations We have again responded to requests from residents seeking adaptations to their homes to enable them to remain there. Funded directly by the Welsh Government, adaptations generally include level access showers and ramps to front doors. The Association also sets aside funding for minor adaptations such as the installation of lever taps and grab rails at entrances and in bathrooms. Requests for minor adaptations come to us directly from residents and we are able to provide a fast and efficient installation service Adaptations funded by Welsh Government Adaptations funded by the Association Total number of adaptations completed Total spent on adaptations 89,347 77,880 53, Bro Myrddin annual report

15 PERFORMANCE information RENT: Objectives and average rents charged In accordance with the Welsh Government s Regulatory Framework for Housing Associations (2011), we aim to ensure our rents are affordable to households on low incomes, take account of the costs of managing and maintaining our houses, and enable us to service borrowings. The Association complies with the Welsh Government s rent benchmarking guidance. It is expected that the rent benchmarking returns are subject to the consistent treatment of rent across the entire stock. The Association certifies that the rents charged will not exceed the maximum rents for certain property types. Maximum assured rents ( s) for general needs properties in Carmarthenshire bed, 2 person flat bed, 3 person flat bed, 3 person house bed, 4 person house bed, 4 person house bed, 5 person house Rent arrears Rent arrears management continues to be a high priority and we seek to balance collecting the Association s income, with supporting and working with residents who sometimes find it hard to manage their finances. Our performance on controlling rent arrears declined slightly, up to 1.69% from 1.42% the previous year. However this was below the target of 1.7% and especially pleasing given the tough economic climate faced by our residents. The way we monitor rent arrears has been improved to allow staff to adopt a more focused approach and we have helped residents by seeking to promote financial inclusion. The percentage of rent collected was slightly less than last year and slightly below target. We recognise the importance of communicating to residents the amount of rent to pay, when rent is due and how regular information about rent accounts will be provided. All residents in arrears are encouraged to contact advice agencies. The Association recognises that convenient and flexible rent payment methods suited to individual needs maximise the opportunity for residents to pay their rent. Bro Myrddin annual report

16 PERFORMANCE information Rent arrears Rent collected % % % % % % Rental income and arrears Annual rental income 2,919,821 2,611,597 2,562,331 Arrears as % of annual rental income 1.69% 1.42% 1.87% Board of Management target 1.7% 1.7% 1.7% Welsh Government target 2.0% 2.0% 2.0% Residents at Llys Ffynnon enjoying their leisure time. 16 Bro Myrddin annual report