annual report for residents 2015

Annual Report for Residents

2015 we did

you said

Welcome to your Annual Report for Residents 2015.

In this report we look at the results of the annual satisfaction survey.

Key management staff have looked closely at the results and read all of your comments.

For each question we show what you said and tell you some of the actions Derventio Housing Trust is taking to improve. This is the third year we have carried out this survey. This means it is easy to compare the results to previous years, and we have done this throughout the report.

This year was our best response rate ever, with 38% of all Derventio residents filling in a survey!

Thank you so much if you took the time to complete the survey. Your answers will help to improve the service for you and others.

I hope you find this report useful. Please let us know what you think of it.

Happy reading!

Sarah HernandezManaging Director

Inside

Welcome

Our Services 3 Your Comments 18

Resident Involvement & Empowerment 4 Your Neighbourhood & Community 19

Your Home 6 Value for Money 20

Your Tenancy & Support 12 Plans for the Future 22

Our ServicesDerventio Housing Trust provides stable accommodation and support for people who are homeless or at risk of homelessness. We also deliver a range of services to help people make positive changes to their health, wellbeing, skills and employability.

Shared supported housingin the private rented sector. Last year we housed 998 individuals.

Growing Lives provides learning and skill-building opportunitiesto help people to build their confidence, resilience and employability.

Healthy Futures Hospital discharge support to help homeless patients find suitable accommodation and use health services in a planned way.

Talent Match Young and SuccessfulMentoring and support to help unemployed 18 to 24 year-olds to access training and employment.

Derventio Housing Trust Annual Report for Residents 2015 3

Resident Involvement & Empowerment

Do you feel any problems, complaints or disputes you’ve had were dealt with effectively?

Yes

Some were, some weren’t

No

I haven’t had any

37%

17%

17%

30%

Do you feel you have enough opportunity to express your views about the service?

Yes

No

88%

13%

How good or bad do you think Derventio is at keeping you informed about things that might affect you as a resident?

Very good

Good

Poor

Very poor

50%

43%

5%

2%

I’m kept informed well on any problem & situation

I am always positive about Derventio and the services provided

Are always informed about anything that affects us e.g. Maintenance, new housemates

The more residents get involved, the more you get to shape the service so it works better for you

4 Derventio Housing Trust Annual Report for Residents 2015

Problems & complaints

Nearly a third of you who responded said that you have not had any problems or complaints. This is an improvement on the last two years. Of the people who did, 37% said that your problem was dealt with effectively. However 34% said that your issue was not dealt with or only some were.

Comments and suggestions, both positive and negative, are very important to us. They help us to make sure we are delivering a good service and help us to make continuous improvements. We passed on all your comments to the right manager.

Complaints can be made in person, by phone or in writing. Please ask a staff member if you would like to request a complaints form.

Expressing your views

Almost 9 in 10 of everyone who responded feel that you have enough opportunity to express your views about the service. This is 4% more than last year.

We are pleased that most of you feel that you have enough chance to express your views. You can speak to staff at any time. You can also fill in the Comments, Compliments & Complaints form for a quick way to tell us what you think.

Keeping informed

A very positive 93% of you feel that you are kept well-informed. This is a big improvement from last year’s 85%.

We aim to keep residents informed through house meetings, appointments, letters, phone calls and texts. If you ever feel that you don’t understand something, or if things have changed and you weren’t told about it, please tell a staff member about your concerns.

You Said...

We Did...

Resident Involvement & Empowerment

You Said...

We Did...

You Said...

We Did...


How happy or unhappy are you with the quality of your house or flat?

Very happy

Happy

Unhappy

Very unhappy

41%

47%

9%

3%

Your Home

We want to make sure that where you live is safe and feels like home

It is a very nice flat in a good location for city centre. We have good transport coming into town.

House needs modernising

Lovely area, and beautiful home

I feel safe and at home here

Strongly agree

Tend to agree

Tend to disagree

Strongly disagree

68%

23%

4%

5%

In need of redecorating


Your Home

The quality of your home

Slightly fewer of you said you are happy with the quality of your house or flat this year (88%) compared with last year (91%).

We know that the quality of your home matters, and we have put a lot of work into improving all of Derventio’s properties. See the box to the right. These changes will make a big difference to the quality of your home.

Staying safe

Most of you (91%) said that you feel safe and at home in your Derventio property.

There are some things Derventio can do to keep you safe in your home, including making sure the house is secure, completing fire, gas and electric safety checks and carrying out a risk assessment for all residents. Please remember that some things are your responsibility, such as keeping windows and doors locked at night and when the house is empty.

You Said...

We Did...

Improving our property standardsIn 2014 we identified that conditions in the 400 properties we manage were becoming an issue. To help improve the standards of all Derventio housing, we have made these changes:

X Created a property procurement team to find good properties that are right for the service

X Defined a Property Standard that all properties will eventually meet. While some properties are not there yet we also have minimum standards that all homes must meet in the meantime

X Coached staff to know what to look for when visiting properties so they can spot problems and give tips and advice to residents - such as opening windows to reduce condensation

X Housing staff now carry out simple health and safety checks when visiting residents, to catch problems at an early stage

X Started carrying out regular property checks to make sure standards are being maintained

You Said...

We Did...


Your Home

I get along with my housemates

Strongly agree

Tend to agree

Tend to disagree

Strongly disagree

66%

31%

2%

0%

My housemates abide by the rules

Strongly agree

Tend to agree

Tend to disagree

Strongly disagree

56%

31%

12%

1%

My housemates respect each other

Strongly agree

Tend to agree

Tend to disagree

Strongly disagree

63%

32%

3%

3%

You Said...

We Did...

Your housemates

A brilliant 97% of you get along with your housemates, and 95% agree that your housemates respect each other.

We know that who you live with makes a big difference. That is why we do our best to match residents up with suitable housemates. You should always speak to a staff member if you are having problems with someone in your home. They are there to help.


Your Home

Repairs & maintenance

Have you reported any repairs in the past year?

Yes

No

88%

13%

Were you satisfied or dissatisfied with how long it took to get the repairs done?

Very satisfied

Satisfied

Unsatisfied

Very unsatisfied

24%

38%

26%

12%

Were you satisfied or dissatisfied with the standard of work?

Very satisfied

Satisfied

Unsatisfied

Very unsatisfied

33%

43%

20%

5%

In general, do you think the repairs service is:

Very good

Good

Poor

Very poor

36%

40%

19%

5%

It depends how long you have to wait for a new cooker or something else

Bedroom door very secure which means a lot to me, and mouse traps were put in my room. Thank you!

The man is extremely helpful, friendly and well-informed with advice if something went wrong or in explaining what the problem is

The results on this page do not include those from the South West, as that area does not use Derventio’s maintenance team.


Your Home

Reporting repairs

More than 80% said you have reported a repair in the last year, 6% more than last year.

You may have noticed that housing staff now ask you if there are any repairs during visits. This is so issues can be picked up quickly without waiting for them to be reported. This is all part of our aim to improve property standards.

Quality of repairs

Slightly more than three quarters of you are satisfied or very satisfied with the quality of repairs that have been carried out in your home. This is lower than last year, which was 84%. The same number are satisfied with the repairs service overall, describing it as good or very good.

Our maintenance team has grown over the last couple of years, and they have a wide a range of skills including joinery, plumbing and electrics. They have a big task of bringing all properties up to an agreed standard, and we hope you will notice a difference.

We recognised that there was a lack of communication between some of the different areas. We have resolved this by improving communication and coordinating all of the maintenance works from our head office in Derby.

You Said...

We Did...

You Said...

We Did...

Maintenance staff are friendly, positive and always explain the procedures they are performing


Your Home

You Said...

We Did...

Speed of repairs

62% of people who responded to the survey said they are very satisfied or satisfied with how long it took to get the repairs done. This is slightly less than last year which was 64%.

As with last year, this is still one of your main concerns with the repairs service, and is an area we are always trying to improve. The chart below shows the timescales we aim for to deal with each type of repair, along with some examples of the work we carry out under each category. Some repairs are the responsibility of the property owner and not Derventio. These are not in our control and so sometimes might take longer.

Dealt with:

Within 24 hours

Examples:

Boiler broken - no hot waterFront door not secure

Broken windowGas leak

Water leak

Emergency Repairs Urgent Repairs Routine Repairs

Dealt with:

Within 7 working days

Examples:

Light bulbsVoid turnaround

Damaged interior doorBroken cookerBroken fridge

Broken shower

Dealt with:

Within 1 month

Examples:

Broken washing machinePlastering walls

DecorCleaning carpetsBroken furniture

GardensRubbish removal


Your Tenancy & Support

We aim to provide suitable tenancies and give you the support you need

My life has been better since I moved here

Living here has helped me to make positive changes to my life

I am gaining the skills I need to avoid being homeless in the future

I am doing positive things with my life

91%

87%

90%

94%

Living here has helped me to feel more confident in myself 86%

Your support

Most of you who responded feel that things are getting better in your life, whether that’s making positive changes, gaining new skills or feeling more confident. You also told us how staff have supported you. Help with benefits, identifying needs and goals and coming up with a plan were all chosen by more than three quarters of you.

You Said...

We have restructured our housing and support service so that each area has its own housing management staff. Link Support Workers are on hand to provide additional support where it is needed. We are also looking for funding for specialist staff so we can give more support to people with drug, alcohol or mental health issues.

We Did...


Your Tenancy

Staff have helped me to...

Identify my needs and goals for the future

Come up with a plan to move towards my goals

Claim benefits (such as Housing Benefit) and filling in forms

Manage my money and debts (budgeting, paying rent and bills)

80%

76%

94%

72%

Improve my household skills

Shop, cook and eat healthily

Access services (e.g. housing, health or substance use services)

57%

43%

Look for education, training, volunteering and work

Manage my drug use

Manage my alcohol use

Reduce my offending

48%

29%

29%

27%

Improve my physical health (e.g. signing up to a GP)

Manage my mental health

Improve my ability to communicate and get on with others

40%

45%

Improve my personal relationships

Lead a healthier lifestyle

Improve my overall happiness

42%

42%

65%

46%

42%

I now have a job I got myself and life’s looking good!


How do you usually get in touch with Derventio staff?

Phone call

Text message

Email

Drop in to the office

84%

54%

4%

84% 33%

I wait for house meetings/support

Other

44%

Your Tenancy

How easy or difficult is it to contact Derventio staff?

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

68%

29%

3%

0%

Getting in touch

There has never been any problems for myself. It is an excellent service.

Not always got money or credit to contact them

Sometimes it might take one or two attempts. This is probably due to them attending priority situations

0%


What do you think about your weekly house meetings?

They are a good place to talk about household issues

They are a good chance to see staff

They give me a chance to catch up with my housemates

They are a waste of time

56%

41%

6%

10%

Your Tenancy

Most of you get in touch with us through phone calls, text messages and house meetings / support sessions. A much bigger proportion than last year chose phone calls (up 20%) and text messages (up 10%). Almost 70% of you said you can always get in touch, 4% more than last year. Nobody said that it’s difficult to get in touch.

You Said...

Many of you understand that staff are busy and can’t always respond to your calls straight away. They will always get back you as soon as they can. If you don’t want to use the credit on your phone you can leave a missed call and staff will call you back. If you sometimes find it hard to get in touch please tell us so we can sort it out.

We Did...

Most of the people who responded were positive about house meetings. Slightly more people than last year said that you don’t find them useful.

You Said...

We know that house meetings are useful and are reviewing how we can make them more effective. We tried a different system but now we are going back to set days, so your meetings will be held on the same day and time each week.

We Did...


How would you describe our staff?

Approachable

Well-informed

Trustworthy

Reliable

93%

90%

92%

84% 84%

Quality of staff

All staff I’ve met have been top classStaff are very good and were there for me when I was ill and helped me through family problems and still are. Thank you I love you.

The Swindon staff are amazing

Our support is very hands on and very valuable, without it we would be lost.

You were mostly positive about staff, with more of you describing them as approachable and well-informed than last year (up 2% and 7%). Some people from Staffordshire and Shropshire commented that there are not many staff in that area.

You Said...

We will soon be recruiting a new staff member in the Staffordshire/Shropshire area so there will be more support in that area. Some of you commented on the reliability of gardeners and cleaners. Please remember that window cleaning and gardening only takes place between March and September.

We Did...

Your Tenancy


What do you think of the out-of-hours emergency phone number?

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

24%

11%

59%

6%

Emergency on-call service

As with last year, the majority of you are happy that the emergency on-call service is there, although you haven’t had to use it yourself (59%). Almost a quarter of you have used it successfully. However 11% said that staff were not able to help and 6% don’t think it’s useful.

The emergency on-call service is a key part of your service and we are pleased that most of you find it helpful and reassuring. Check the guide on the right to make sure you know when you should and shouldn’t use the on-call service.

You Said...

We Did...

When to use the Emergency On-Call ServiceAvailable after 5pm Monday to Friday

and all day Saturday and Sunday

DO call: DON’T call:

9 When there is no lighting in the property

9 When physical abuse is occurring

9 When the front door is not secure

9 When you think a tenant is self-harming, or you have thoughts of self-harming

9 When there is a fire

8 If there is no gas in the property

8 To report that your food has been stolen

8 To report minor anti-social behaviour

8 To report other residents’ sexual activity

Instead, please tell us about things like this the next working day.

Your Tenancy


Your Comments

We asked what the best thing about your time with Derventio has been. This is what you said.

“I can’t thank Derventio enough for all you have done for me. I lost everything before I came here. Thank you!

“They have helped me gain my confidence again after losing my job because of medical reasons

“I could have been on the street. I’ve met some friends, had support

“Security

“Not living on a football field anymore

“Having a place to stay and sort out any problems

“I am still alive

“Living somewhere and making friends with my housemate

“Making friends, good standard of living, helpful team leader

“Helped me to get my life started and helped me gain confidence

“Having somewhere to live that I can call my own

“It is so reassuring to know when you fall on hard times, that we have organisations such as Derventio to benefit from their service

“Getting off the streets

“Given me time to sort my health out

“Derventio helped me when I was about to be made homeless and took me in, always made welcome and help was there when I needed it

“During my time with Derventio I can not make one fault. It’s been a nice experience for me so far.

“Feeling secure about where I live

“Everything! It has all been amazing.


How do you feel you fit with the local community?

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

26%

46%

13%

15%

Your Neighbourhood & Community

Your local area should be somewhere that you feel part of and enjoy

We are pleased that more of you said that you feel like you belong in the community or that you fit in quite well compared to last year. 3% more than last year say that sometimes there are problems, but 6% less of you say that you don’t feel part of the community at all.

You Said...

We try to give all residents as much choice as possible when it comes to which area you live in. It does depend on what properties are available at the time. But we also take into account your own preferences and personal situation. If you are unhappy with where you are living please speak to a member of staff.

We Did...

32 Wiltshire

14 Nottinghamshire

315 Derbyshire

54 Staffordshire

26 Shropshire

414 homes in the Midlands and South West


How satisfied or dissatisfied are you that your rent/service charge provides value for money?

Very satisfied

Satisfied

Unsatisfied

Very unsatisfied

39%

46%

8%

6%

Value for Money

It is important that our services do not waste money and are good value for you

How satisfied or dissatisfied are you with the service on the whole?

Very satisfied

Satisfied

Unsatisfied

Very unsatisfied

49%

45%

7%

0%

I am privileged to be living in such a good flat and excellent location

Problems are solved efficiently and quickly

Derventio are caring and compassionate and treat everyone as individuals

Rent too high to pay it in work


Every £1 of your rent goes towards:

21.5

22

14.8

4.8

7.2

16.7

13

Rent to the owner

Maintenance/Repairs

Furniture/Equipment

White Goods

Cleaning

Property Costs

Management/Admin

13p

16.7p

7.2p

4.8p

14.8p

22p

21.5p

Rent to the property ownerMaintenance & repairsFurniture & equipment

White goods

Cleaning

Property costs

Management & admin

Every £1 of your bill money goes towards:

Utilities

Support

Management & admin

TV license

38

33

19

10

Utilities

Support

Management/Admin

TV Licence

33p

19p

10p

38p

Value for Money

85% of those who responded said that you are satisfied or very satisfied that your rent/service charge is value for money. This is lower than last year by 10%. However more of you are satisfied with the service on the whole, 94% this year compared to last year’s 91%.

You Said...

It is an ongoing problem that people with a job struggle to afford to live in a Derventio home. Unfortunately we cannot change this as it is part of the housing benefit rules. However, we will always give you support to move on to accommodation that is best for you.

We Did...


Plans for the Future

Your feedback will help us to make improvements to the housing and support service

Would you like to take part in any of the following free activities and skill-building opportunities with Derventio?

Arts & crafts

Computer skills

Cooking

Cycling / bike repair

31%

52%

38%

37%

Day trips

DIY

Gardening

62%

47%

Music

Photography

Walks

40%

41%

37%

35%

The most popular activities you would like to take part in are day trips (62%), computer skills (52%) and DIY (47%).

If you live in Derby or Derbyshire you can take part in many of these activities through our Growing Lives project. Ask a staff member for more information. We were recently awarded funding to deliver cooking and healthy living sessions for residents in Swindon. We will use your suggestions to continue to find funding for Growing Lives and to deliver activities in other areas.

You Said...

We Did...

Learning & skill-building


How much contact would you like with staff?

More

OK as it is

Less

None

13%

80%

7%

1%

Keeping in touch

Only 13% said that you would like more contact with staff, much less than the 26% last year. The majority of you are happy with the amount of contact you get with staff.

You Said...

We have recently restructured our housing and support teams, and these results indicate that this is working well so far. As well as the usual ways, you can get in touch through our website www.derventiohousing.com

We Did...

Plans for the Future


Derventio Housing Trust is a limited company registered in England and Wales (05886593); Registered office: 33 Boyer Street, Derby DE22 3TB

Derventio Housing Trust, 33 Boyer Street, Derby DE22 3TB

Tel: 01332 292 776 | Fax: 01332 209 256

[email protected]

www.derventiohousing.com

Thank you for helping us to improve the service

annual report for residents 2015

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