THREE OAKS HOMES. Summary September Keeping Our Promises

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1 THREE OAKS HOMES Summary September 2011 Keeping Our Promises

2 1. AIMS AND OBJECTIVES 1.1 Aim TOH s mission statement reflects its role as a stock transfer association: We aim to be an excellent landlord and service provider that empowers our customers, keeps our promises and is accountable to our partners and to the wider community that we serve. 1.2 Objectives Our objectives are largely but not exclusively defined by the promises we made that lead to tenants voting for stock transfer. Taking into account the 50+ specific promises, the key objectives are to: a) provide locally managed services with a local office base b) work with Three Oaks Homes Tenants Federation, the wider tenant population, and other agencies in the development of services c) work with local agencies to improve the quality of life in the community d) develop new local service standards, to be agreed with our tenants and other stakeholders e) deliver 30 million of repairs and improvements over the first 5 years f) work with East Midlands Housing Group (EMHG) to produce 125 new homes in the first 5 years, to include new retirement accommodation as well as new family homes g) charge affordable rents in line with government policy, and offer choice as far as possible on service charges h) Maximise resources, providing value for money across all activities

3 Delivery of these objectives is monitored by Three Oaks Homes Board through regular reports and an annual update. Delivery on the specific promises is checked by a board sub-group, the Promises Monitoring Group. 2. ORGANISATIONAL BACKGROUND AND CONTEXT 2.1 Three Oaks Homes was created through a Large Scale Voluntary Transfer of the housing stock from Blaby District Council in November TOH is an operating subsidiary within a group structure which includes East Midlands Housing Association, Foundation Housing Association, Midlands Rural Housing Association and Three Valleys Housing Association. 2.4 TOH owns and manages over 2,380 homes, all within the boundaries of Blaby District Council. A stock profile is provided below, including East Midlands HA stock in Blaby now managed by TOH. 2.5 TOH has a loan facility of 34 million. This has funded the stock acquisition and is funding the improvement programme to meet the enhanced Decent Homes Standard given in the stock transfer offer document. 2.6 It has a staffing establishment of 70 posts including a Direct Labour Organisation branded as Three Oaks Property Services (TOPS) which operates as a business unit within TOH. An outline of the senior staffing structure is given below. 2.7 Currently it rents office and depot premises with Blaby District Council. It also commission vans, grounds maintenance and other services under service level agreements that expire after April TOH s operational area map is shown below.

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5 EMH Group Company Structure East Midlands Housing Association Foundation Housing Association Three Oaks Homes Midlands Rural Housing Three Valleys Housing

6 TOH s Stock Profile Leasehold Bedrooms Property Type Total Bedsit Flat House Total General Needs Bedrooms Property Type Total Bedsit 8 8 Bungalow Flat House Total Sheltered Bedrooms Property Type Total Flat C2 Flat C1 Bungalow Total Shared Ownership Bedrooms Property Type Total House C1 Bungalow 1 1 Total Bedrooms Total Total Caravan Plots 44 Garages 52 Garage Plots 68 Total 164

7 NB: Now includes EMHA stock managed by TOH

8 TOH Senior Staffing structure TOPS is Three Oaks Property Services, our direct works team.

9 TOH Customer Engagement Framework TOH Board Nominates to EMH Group Board EMH Group Tenant Inspectors EMH Group Mystery Shoppers With links to All TOH Residents TOH Fun Days, Open Days, Local Events, Neighbours Days, Estate Walkabouts etc TOH/Group Resident Sounding Board Surveys etc TOH Formal Groups: Residents Forums Based on TSA standards: Home, Tenancy & Neighbourhood and Community Specific Service Interest Groups linked to Forums e.g. Leaseholders, Aids & Adaptations, Car parking etc Residents Associations TOH Annual Tenants Conference Nominate members to TOH Federation Focus on Tenant Involvement & Empowerment standard (with possible complaints sub-group) Nominates to Key to symbols: EMH Group Customer Council & EMH Group Policy Sub-group = High Time Commitment = Medium Time Commitment = Low Time commitment