ANNUAL REVIEW
2014/15
Business
£
Social
heart
head £
Local
impact
Contents Social heart, business head, local impact
4
A top performer
6
Delighting our residents
8
Consolidated Impact Report
10
Involving and influencing
16
Green, growing and high quality
18
Performance report
20
Key statistics
21
Accounts and balance sheet
22
2 Shepherds Bush Housing Group Annual review 2014/15
1
Welcome When our eldest resident, 100 year old Ivy Parker, let us know she was moving into supported housing, she wrote to thank me for all that we had done for her including ‘spectacular’ staff who’d given her extra support.
2
Ivy had lived on the same street in Chiswick all of her life. Ivy sums up what we as a landlord are here for. We’re here to provide decent, affordable homes from which people can build their lives. We’re here to give extra support when needed; whether it’s to get into a job or to get online. We’re here to be a responsible neighbour with services that support the wider community. Our mission is summed up through one of our business plan objectives of social heart, business head, local impact. Our social heart means that we support those that need it most, investing our own money in services. Our business head means that we drive efficiency and value for money to do that. For the second year we have commissioned social impact specialists to assess the economic and social value of our work. This shows that for every £1 we spend we add £3 of value to the local and wider economy. We break this down service by service and this is shown in the centre of this review. In terms of local impact our 5000 homes provide a foundation on which people build their lives. Our services build the communities they live in. I’m proud of our work and that we remain true to the ethos of our founder, the Rev Asbridge. He, as vicar of St Stephen’s Church in Shepherds Bush in the 1960s, was appalled by the conditions in which some people were living. Almost 50 years on, we continue to provide homes and services that he knew were so badly needed.
1 Paul Doe
Chief executive 2 Ellis Blackmore
and Russell Caller
This year our chair Ellis Blackmore steps down after six years. Ellis has been an outstanding chair who will be greatly missed. In this annual review we update on how we are performing against our 2013-2016 business plan objectives: • Social heart, business head, local impact • A top performer • Delighting our residents • Involving and influencing • Green growing and high quality Ellis’ experience and expertise, along with that of the board, have guided us in this. His successor Russell Caller brings a wealth of experience as a partner in a legal firm. He joins us in both challenging and exciting times. However, whatever lies ahead, we remain true to our commitment to provide homes that people can afford and services that make a difference. Paul Doe Chief executive Shepherds Bush Housing Group Annual review 2014/15 3
Social heart, business head, local impact As an ethical business, recognising our charitable roots, we are here to the improve the quality of our residents’ lives and build strong communities. We invest in services which support our residents and the wider community. By working closely with our local authority partners and other agencies, we invest £4.5m in support to community projects. This is also delivered via our social enterprise Staying First which has been helping people live happily and healthily in their homes for 30 years. It carried out 60 major adaptions, such as redesigned bathrooms, accessing £325,000 of Disabled Facilities Grants and other funds. This means that 60 people who might otherwise have had to move out of their homes when they became unsuitable due to their age or ill health can now stay in them. This is part of a portfolio of services for our vulnerable, elderly or disabled residents. Our benefit and debt advice service, provided by Staying First, helped 164 clients, bringing in over £582,940 of annual income to tenants.
This is crucial to sustaining tenancies and prevented the cost to the economy of homelessness. In the year we have re-focused our service so support is given before people even become our tenants. We gave early advice on money management to 75 applicants. Through this we have lower arrears, higher satisfaction and less tenancies fail. Our support to resolve financial difficulties prevented 21 evictions overall. This works hand in hand with other support offered by the group such as targeted employment support for young people and guidance to mitigate the impact of welfare reform. These services provide a lasting return on investment which contribute to our target driven Value for Money strategy.
It’s part of our role as a caring, responsible landlord to support our residents. These services build strong communities and deliver value for money. Paul Doe CEO, SBHG
1
4 Shepherds Bush Housing Group Annual review 2014/15
Welfare reform team helped: 1 4 residents supported with budgeting. 6 residents supported to downsize. 6 residents referred for debt advice.
4
2 7 residents supported to reduce household expenditure. 2 3 supported to access charitable funds. 6 5 supported with benefits calculations. 4 9 supported to complete Discretionary Housing Payment applications.
3
1 Young resident at Townmead enjoys a
summer fun community day 2 Hilary Bell received IT support as part of
our digital inclusion strategy
2
3 Support given to Charlotte Sutherland helped
her win a Women in Construction award 4 Charlotte received support from our early
intervention service
Shepherds Bush Housing Group Annual review 2014/15 5
A top performer We continued to win contracts, awards and develop new ideas to maintain our reputation as a high performer. We aim to be the best in London for homes and service, and in key areas we are already there. We are one of the fastest in London in reletting homes, meaning people get a home as soon as possible and we maintain our income. Our income team has reduced rent arrears by the highest level in London. New services this year included a partnership with London Early Years Foundation (LEYF), an award-winning social enterprise, to open a nursery on our Townmead estate in Fulham. This nursery is the only one locally providing free Early Years education and childcare services. It provides four
subsidised places for our residents’ children so they can go out to work and, with 34 nurseries across London, LEYF has offered apprentice opportunities for our residents. Our commitment to social enterprise (we have our own in Staying First) showed in other ways. We seek out alliances which drive value for money, efficiency and deliver social benefit. Our Furnish shop in Shepherds Bush opened for other small social enterprises for Social Saturday. This raised awareness of how to support businesses that invest profits in projects supporting the local community, international development, the environment, charities and a wealth of other progressive schemes.
2
1
6 Shepherds Bush Housing Group Annual review 2014/15
Our work continues to win awards and we welcome the external scrutiny this offers. The Countess of Wessex House, a purpose built 36-flat development in Hounslow, that we built for Stoll, is home to 38 former service men and women. It is now one of six included in the best design category of Inside Housing’s Top 60 developments.
Nursery care is much more than children, it’s about life chances, it’s about health, it’s about the future. Our partnership with you is a match made in heaven!
Other housing associations voted us 13th best out of hundreds of nominations in the 24housing magazine top landlord awards. They highlighted how we innovate to provide additional services, such as selling our debt and welfare advice service to six other housing associations.
June O’Sullivan Chief executive, LEYF
Our approach to the putting residents at the heart of what we offer meant we were a finalist in European awards seeking out good governance and fair relations with stakeholders.
1 Opening our new nursery in Fulham with social
enterprise partner 2 Resident Voice member John Barker sends out ballot
papers as part of our award-winning approach to resident involvement 3 SBHG staff are the power behind our
award-winning approach 4 Our Furnish shop was used by other social
enterprises as part of national Social Saturday
3
4
Shepherds Bush Housing Group Annual review 2014/15 7
Delighting our residents We’re much more than a landlord. As well as our homes, our support and services build strong communities. We support economic growth through services which create a lasting return on investment. These services are used by our residents and the wider community. Our employment and volunteering team directly helped 167 people into training, employment or with career support. Much is tailored one-to-one support, in conjunction with housing support. This creates the foundations for stability and career progression. Our supported housing for young adults supported 87 young people to build independent lives. A former supported housing resident Jade Laxton has been shortlisted for apprentice of the year in the national Women in Social Housing awards.
She became an SBHG apprentice after seeing an advert whilst paying her rent in reception. After support with applications and interview preparation from our Support To Employment Programme (STEP), she was promoted to an income adviser in 2014. Our extra support also focuses on the elderly and vulnerable, using innovative approaches to continue and add to these services in challenging times. Umbrella offers paid-for handyperson services. The income allows us to offer a handyperson service to those in need at low or no cost. One Umbrella fan is our resident Ivy Parker who celebrated her 100th birthday on the Chiswick street where she was born.
In the year we: chieved 92% satisfaction with our A Estate Pride services. 98% of customers happy with Umbrella. eld 35 events, forums, surveys and H meetings which involved 1060 residents. 1 6 elderly and vulnerable residents received Honey Day support through staff volunteering.
8 Shepherds Bush Housing Group Annual review 2014/15
1
My apprenticeship has turned my life around. I am excited for what my future holds.The support and training helped me adjust to my new role and develop a new routine for me and my son.
4
Jade Laxton In 2015 Ivy moved into a local care home. She said: “I have been a happy tenant and I do wish to congratulate you on the way that you run the organisation. I cannot praise the merry band of workers at The Umbrella Team enough. They are a wonderful group of people that I have come to love over the years. They do a spectacular job and they have made me feel special. I hope that I enjoy living at my new home as much as I have enjoyed living here.”
3
1 Staff use volunteering time to clear gardens
of elderly residents during Honey Days 2 Mary Devlin is a happy Umbrella customer 3 Ivy Parker celebrates her 100th birthday 4 Former apprentice Jade Laxton used our
employment support to build her career
2 Shepherds Bush Housing Group Annual review 2014/15 9
Consolidated Impact Report We commissioned CAN Invest, a leading UK social impact advisor, to help measure the wider value that we deliver. CAN Invest developed a bespoke model to capture the value we deliver for residents, other service users, as well as external organisations. Housing associations have a significant positive social impact for their residents, service users, public authorities and UK society at large. For us these include:
To measure the impact of outcomes like this CAN Invest assessed:
A reduction in homelessness and the number of children in care.
Fiscal The cost savings our work makes to the public purse.
Improved well being of adults and children, leading to increased confidence and self-esteem; and reduced need for health services. Increased employment, leading to reduced dependence on welfare benefits and social housing. Reduced drug abuse and alcohol dependency, leading to reduced health and criminal justice costs. Reduced persistent truancy, leading to improved health, reduced crime, increased earnings. Improved educational outcomes of residents and service users, leading to increases in earnings amongst residents.
10 Shepherds Bush Housing Group Annual review 2014/15
The value we create
Economic The contribution our work makes to the UK economy. Social The additional value experienced by people who use our service and the wider community.
Social heart, business head, local impact Improving the lives of our residents and the wider community
Affordable homes 3,227 rental homes in 11 boroughs
£1.90 value for every £1 spent
Private settled accommodation
485 homes managed on behalf of private landlords
Housing, debt and welfare advice service Advice to 1290 people facing financial difficulties, tribunal hearings, or seeking missing entitlements
£5.10 value for every £1 spent
£1.60 value for every £1 spent
Welfare reform 103 residents helped to reduce debt, maximise income and avoid evictions and homelessness
£5.00 value for every £1 spent
Furnish London’s largest furniture re-use service which provided furniture for 3,900 low-income families
Supported housing for young people 57 self-contained flats, with support worker to help them into education, training and employment
Accommodation for homeless young mothers 30 homeless young mothers given a home and support in order to live independently
£1.20 value for every £1 spent
£3.50 value for every £1 spent
£2.10 value for every £1 spent
Supported housing for elderly 73 flats at three developments which allow independent living with a community feel
£2.10 value for every £1 spent
Shared ownership 942 shared owners who part buy/part rent
£3.30 value for every £1 spent
Small repairs service Small repairs for 1191 low-income households.
£1.60 value for every £1 spent
Domestic violence IMPACT service
ASB specialist service
416 women feel safer, are at reduced risk of abuse, and helped to navigate the criminal justice system
£2.60 value
206 cases of antisocial behaviour resolved
for every £1 spent
£2.10 value for every £1 spent
Respite care (Kiloran Trust) Subsidised rent for a charity that gives city breaks to 131 carers
£1.10 value for every £1 spent
Early intervention service Supported 75 vulnerable residents to avoid debt and ultimately avoid evictions
£1.70 value for every £1 spent
InComE
Supported 70 adults to secure employment, move out of overcrowded housing, then build salary to move into private housing
Support To Employment Programme
£7.30 value
Support to 119 people to secure education, qualifications and employment
for every £1 spent
Employment, training and volunteering
£7.70 value for every £1 spent
Supported 281 people to gain new skills
£4.80 value for every £1 spent
Apprenticeships 26 apprentices given two years’ of practical experience and training opportunities across SBHG departments
£1.10 value for every £1 spent
Home Improvement Agency Aids and adaptations for 169 disabled and elderly residents to move more freely within their homes
£2.90 value for every £1 spent
How we deliver value
Our impact on the economy
Direct: what we directly create Outcomes and value delivered through activity directly delivered by us. For example, in providing affordable homes, the value is the difference between market rent and the subsidised rent that we offer.
We added £25,958,630 in Gross Value Added (GVA) to the UK economy; our turnover/income minus the cost of goods/ services we buy to deliver our activities. A further £19,268,822 was enabled via our supply chain.
Indirect: how our supply chain boosts the economy Outcomes and value delivered through our involvement with suppliers and contractors. For example, our spend on local suppliers leading to a boost in the local economy.
The average GVA/expenditure ratio for the UK economy as a whole is 29%. Our average across our supply chain was 50%.This means we create greater value for the UK economy per £1 than the average UK company.
Enabled: what happens as a result of what we do Outcomes and value delivered by another individual or organisation that are made possible due to our activity. For example, in providing affordable homes, we allow residents to live in an area that they would otherwise not be able to.
Underneath here are the headline results from our Consolidated Impact Report. A summary is in the back pocket of this review. The full report is downloadable from www.sbhg.co.uk
Shepherds Bush Housing Group Annual review 2014/15 15
Involving and influencing Our residents have always been at the heart of what we offer. This year we worked with them to champion their views in local and national campaigns. Our seventh Big Conversation confirmed resident satisfaction continued to grow and remains among the highest in London. It currently stands at 77%. Big Conversation sees everyone, from the chief executive to the newest apprentice, get out and about to hear what residents really think of our services. We use a mobile home as a consultation unit, travelling across west London. In addition we call on hundreds of residents at home.
We really dig down to make sure our services respond to local needs. As a result of Big Conversation we; Reviewed the whole ‘repair journey’ from reporting to completion which resulted in increased satisfaction. Doubled our roofing and window contracts.
We held our second Resident Voice elections when residents voted for who they wanted to represent them at a strategic and board level. The influence of Resident Voice continues to grow and shape existing services and creates pathways for new ones.
Things have got to change and it’s great to see all political parties aligned in their thinking.
We made sure our residents’ voices were heard at a local, national and European level. In the run up to the general election we were selected to pass the baton in the Home for Britain Lands End to Westminster relay. This campaign united the housing sector and all political parties in a commitment to end of the housing crisis.
Phil Spencer
The relay stopped outside the Irish Cultural Centre in Hammersmith where we are building 24 affordable homes above a new hub for Irish culture. Location, Location, Location presenter Phil Spencer joined us.
Held ‘local conversations’ to dig down into any areas of dissatisfaction. Changed how we deal with antisocial behaviour cases resulting in increased satisfaction. Restructured the way we handle complaints. Developed our digital services by finding out the barriers to IT use.
16 Shepherds Bush Housing Group Annual review 2014/15
1
Phil said: “This is more than a political campaign. It’s a society campaign because it’s an issue for all society. Demand is increasing and long-term it’s not a pretty picture if we carry on as we have been. Things have got to change and it’s great to see all political parties aligned in their thinking.” Our chief executive Paul Doe was elected to the board of PlaceShapers, a national network of community-focused housing associations. As well as lobbying, PlaceShapers look at local models for partnerships and lead on promoting collaborations between members as part of the efficiency agenda.
4
Paul was also asked to chair the National Housing Federation’s Social Enterprise and Wellbeing Group which advises the NHF on the sector’s contribution to economic and social value to inform its lobbying work.
3
1 Events like our annual jobs fair involve
residents directly in our services 2 Resident Voice chair Leroy Taylor
champions residents’ views
3 Homes for Britain relay in Hammersmith
2
4 Staff on Big Conversation
Shepherds Bush Housing Group Annual review 2014/15 17
Green, growing and high quality We pride ourselves on the quality of our homes. Our focus on delivering the highest quality homes continued with 111 new ones and 355 homes made greener. Among the new ones was Art Wood Apartments, 28 canalside apartments in West Drayton with a roof allotment. Children from a nearby school chose the name Arthur ‘Art’ Wood, after a former pupil who became a blues, pop and rock singer and graphic artist. As brother of Ronnie Wood, Art was behind some of the iconic Rolling Stones covers.The artwork displayed in the apartment’s reception is a gift from the family. Ronnie Wood said: “What a dream come true for Art. He would have loved it.” For best use of expertise and resources, we partner with Octavia Housing and Origin Housing in the Connected partnership. Together we have built 2,600 homes since 2005. We received £18.3m from the Mayor of London to build 718 new homes by 2018, the fourth largest allocation in London.
The GLA is looking forward to working with you to deliver the affordable homes that London needs. Richard Blakeway London’s Deputy Mayor for Housing
18 Shepherds Bush Housing Group Annual review 2014/15
Connected is considered a “trusted partner” by the GLA. All three Connected partners have consistently exceeded the target of providing at least 3% of additional social housing homes. Our new homes are across a variety of tenures, including shared ownership; 46 of our existing shared owners became outright owners of their homes in the year. Our services help people living in our homes. Furnish, our furniture recycling social enterprise which is the biggest in London, heads up our environmental contribution. It saved 720 tonnes of furniture from landfill, giving furniture to 3,900 households in need. From our buzzing shop in Shepherds Bush’s West 12 shopping centre, 300 people a day buy retro or vintage furniture, giving new life to furniture often destined for landfill.
1
In the year we:
2
R etrofitted six homes and built three new ones in Hammersmith. B uilt 22 new homes in Hounslow. B uilt 37 homes in Hillingdon. B uilt 13 new homes in Ealing. C ompleted 36 homes for veterans on behalf of veteran charity Stoll.
3
B egan work on six new developments across west London. Installed energy efficient measure in 125 homes. R eplaced 218 kitchen and bathrooms.
1 Communal gardening at
Art Wood Apartments 2 Children involved in development
of Art Wood Apartments 3 HRH The Countess of Wessex opens
a new development for veterans
4
4 Our award-winning furniture recycling
business is London’s largest
Shepherds Bush Housing Group Annual review 2014/15 19
Annual performance report 2013/2014 2014/2015 Average weekly net rents
Bedsits
£88.95
£93.26
1 beds
£107.98
£147.16
2 beds
£121.69
£163.76
3 beds
£129.56
£155.50
4 beds
£142.28
£154.80
6.80%
5.29%
Current rent arrears at end of year
Percentage of our rent outstanding as arrears
Performance on day-to-day repairs
Emergency
93%
94%
Percentage completed on time
Urgent
95%
89%
Routine
95%
97%
Voids
Number of homes empty at end of the year
11
11
Void turnaround
Time it takes in days to turn around an empty home
14
14
General needs
bedsits
80
82
Homes by bedroom number
1 beds
1326
1338
2 beds
1144
1150
3 beds
492
491
4 beds +
166
166
3208
3227
152
158
Total Supported housing
Bedspaces
Housing stock by bedroom number
Bedsits
93
83
1 beds
130
120
2 beds
4
4
3 beds
2
2
Total
381
367
Homes managed
497
495
897
942
5040
5031
90
91%
Leased homes for private settled accommodation Leasehold homes (shared ownership) Total homes owned and managed Handling complaints
Percentage dealt with on time
Decent Homes
Percentage of homes meeting the standard
99%
98%
Lettings
Percentage of all lettings to transfers
26%
10.6%
Percentage of lettings to local authority nominees
69%
45%
6%
43%
Percentage of all other lettings
20 Shepherds Bush Housing Group Annual review 2014/15
HILL
Statistics Ethnic origin of new households (%) 36 3.7 5.2 3.7 1.4 4.4 2.9 2.2 9.7 26.1 0 2.2 1.4
s
am
54
36
204
267
137
White: British White: Irish White: Other Mixed White/Black Caribbean 490 166 66 XX Mixed White and Asian Mixed other Asian or Asian British 4 5 30 Black: British/Caribbean Black: British/Afican Financial status of new tenants (%) Black: Other 11520Leasehold homes in other areas Full housing benefit Chinese/other 35 Partial housing benefits Other ethnic group Full renthousing payers Declined to give data 8 45Supported in Tower Hamlets
s es mes
Financial status of new tenants (%) 20 Full housing benefit 35 Partial housing benefits 45 Full rent payers
ham
ea mes ames Types of homes by borough Leasehold homes Supported housing General needs homes
4
6
HARROW
7
HILLINGDON
54
36
137
Types of homes by borough 204 267 Leasehold homes lds (%) Supported housing General needs homes
ribbean 166 XX n 54 30 n 204 holds (%) 115
66 36 5 267
490 137 4
26
BRENT
EALING
6
4
14
HOUNSLOW HARROW
7 341
HILLINGDON RICHMOND
BRENT
EALING KINGSTON
7
HOUNSLOW
341 RICHMOND
26 252
2217
14
79
1
Leasehold homes in other areas
8 Supported housing in Tower Hamlets Caribbean 490 166 66 XX an
79
252
2217
Accounts Income and expenditure For the year ended 31 March 2015 Group 2015 £’000 Turnover Cost of sales Operating costs Operating surplus Surplus on fixed asset property sales Interest receivable and similar income Interest payable and similar charges Surplus on ordinary activities Tax on surplus on ordinary activities Surplus for the year
2014 £’000
Association 2015 £’000
2014 £’000
41,337 (110) (33,194) 8,033 4,235 291 (4,920) 7,639 7,639
45,717 (363) (35,392) 9,962 3,769 152 (5,231) 8,652 8,652
38,192 (110) (30,343) 7,739 4,235 291 (4,920) 7,345 7,345
42,760 (363) (32,620) 9,777 3,769 130 (5,231) 8,445 8,445
415,215 (25,958) (2,796) (213,382) 173,079 1,784 174,863
401,183 (24,004) (3,458) (210,215) 163,506 1,861 165,367
415,215 (25,958) (2,796) (213,382) 173,079 1,702 174,781
401,183 (24,004) (3,458) (210,215) 163,506 1,736 165,242
5,107 (5,080) 1,102 (1,095) 174,897
5,287 (5,260) 1,132 (1,125) 165,401
5,107 (5,080) 1,102 (1,095) 174,815
5,287 (5,260) 1,132 (1,125) 165,276
333 146 33,595 35,997 70,071
171 82 4,745 43,987 48,985
333 56 33,066 34,254 67,709
171 34 4,307 42,332 46,844
(20,333) 49,738 224,635
(20,251) 28,734 194,135
(19,715) 47,994 222,809
(19,532) 27,312 192,588
177,735
153,790
177,637
153,677
374
1,458
374
1,458
228 1,267 45,031 224,635
292 1,066 37,529 194,135
201 44,597 222,809
201 37,252 192,588
Balance sheet As at 31 March 2015 Tangible fixed assets Housing properties Cost Less: Depreciation Less: Provision for impairment Less: Social Housing Grant Other tangible fixed assets Fixed asset investments Loans advanced under Homebuy scheme Homebuy grants Loans advanced under Starter Homes Initiative scheme Starter Homes Initiative grants Current assets Properties for sale Stock Debtors Cash at bank and in hand Creditors Amounts falling due within one year Net current assets Total assets less current liabilities Creditors Amounts falling due after more than one year Provisions for liabilities and charges Provision for dilapidation to leased properties Capital and reserves Non-equity share capital Designated reserves Restricted reserves Income and expenditure account
Thank you
Shepherds Bush Housing Group Mulliner House Flanders Road London W4 1NN Telephone 020 8996 4200 Email
[email protected] www.sbhg.co.uk
Resident Voice 020 8996 4226
[email protected] Senior management team Mary Canavan Paul Doe Patricia Humberstone Sayeed Kadir Pam Sedgwick Donna Shepherd
Staying First 020 8996 8890
[email protected] SBHA board Ellis Blackmore Angela Spooner Rommel Pereira
Director of business support Chief executive Director of finance Director of direct services Director of Staying First Director of housing services Chair Vice chair Chair of audit and regulation sub committee
Derek Olde Andy Cole Nigel Lucas (representing Staying First) Roy Clark Margaret Nichols (until March 2015) Michael McGowan (until September 2014) Leroy Taylor Dermot Jordan Helen Mitchell Helen Cox (from December 2014)
Directly elected tenant rep Directly elected tenant rep
Furnish 020 8996 8920
[email protected] Shepherds Bush Housing Association 0800 9170839
[email protected] Resident Voice chair Resident Voice rep
SBHA Internal auditors Beever & Struthers 15 Bunhill Row London EC1Y 8LP Bankers National Westminster Bank plc 25 Shepherds Bush Green London W12 8PR External auditors BDO LLP 2 City Place Beehive Ring Road Gatwick West Sussex RH6 0PA Solicitor Devonshires 30 Finsbury Circus London EC2M 7DT SBHA is registered with the Homes and Communities Agency (No. LH0050) and a Community Benefit Society, registered as a Mutual Society with the Financial Conduct Authority (No 16442R). SBHA is National Housing Federation and Housing Ombudsman scheme member. SBHA complies with the NHF Code of Governance.
Design and print www.graphicimpressions.co.uk
Umbrella 0300 1232192
[email protected] Domus 0800 0742130
[email protected]