Annual Review 2013-2014

Annual Review 2013-2014

Welcome to our 2013/2014 annual report to tenants!Here, you will find updates on how we are performing;

how we use the money we get from rents and service charges as well as what we are doing well and where we need to improve. You will also find details of how we’ve met our commitments to our tenants and the improvements we are making this year.

The role of the Board is to set the strategic direction of the company, and ensure everything we do fits in with our business aims and objectives.

We have worked with our tenants to make sure that this report is a fair and honest reflection of the services we provide.

Where there is room for improvement, we will continue to ask the right questions to understand the reasons for this and seek to improve service delivery in the future.

The environment is constantly changing and it is important that we continue to review what we do and how we do it, to ensure that we remain able to provide the services that our tenants want.

2013/2014 was another positive year for Cobalt, despite the challenges we face. This is as a result of the sound management and organisational changes agreed in previous years.

Financial performance has remained strong, with increased focus on value for money throughout the organisation.

We continue to invest heavily in building relationships within Symphony (our parent company), with external partners, local communities and other stakeholders.

I believe the outcomes speak for themselves in terms of new homes built, maintenance and improvements to our existing housing stock.

We have strong management and operational teams at all levels within the organisation and I remain confident that the future of Cobalt is in good hands.

Thank you to everyone who has helped to shape and produce this report. I hope you find it useful.

Alan RogersManaging Director

ContentsINTRODUCTION

OFFERING VALUE FOR MONEY

INVOLVING OUR CUSTOMERS

LISTENING TO OUR CUSTOMERS

CARING FOR OUR CUSTOMERS

HELPING OUR CUSTOMERS IN THEIR HOME

WORKING IN THE COMMUNITY

WHAT NEXT?

Introduction

INTRODUCTION

£75 Shopping

vouchers to

be won!

We have an excellent track record of keeping close control over our costs, ensuring that they remain affordable and competitive. Despite this, our revenue surplus took a hit last year as operating conditions got much tougher.

We saw an increase in the number of properties becoming empty and a reduction in demand for the majority of our homes due to the financial impact on our tenants from welfare reform. Cobalt and its staff have risen to meet these challenges head on.

We have enhanced our new home offer and move-in service and this is already starting to pay dividends. The increases seen in the number of properties becoming empty, void losses and repair costs are already starting to be reversed.

The good news is that we still made a revenue surplus of £4.1m. A great result in the circumstances and certainly better than we had planned for.

Key investments Although the resources available are reduced, our Board

remain determined to do everything possible to protect services and investment in our homes. We expanded our in-house welfare benefits advice team and established the Cobalt Plus in-house maintenance and handyman services.

By making sure we are always looking for ways to improve value for money we will be able to:

• Target resources towards further improvement of our homes and neighbourhoods

• Maintain service standards and quality at a time of acute financial pressure

• Continue to develop new homes with low or even no grant support

• Maximise the financial benefit from our existing funding facility

Targets for next year“Although saving money where we can is

important, this is not so we can add to our bottom line. It is so we can do more for our tenants.”

Jon Webster, Cobalt Finance Director

Click here to find out

how we are doing

Offering Value for Money

WE INVESTED

£11m INTO DEVELOPING NEW HOMES, COMPLETING 46 NEW HOMES AND STARTING A FURTHER 121 HOMES THAT WILL BE COMPLETED IN 2014/15.

£13mINTO MAINTAINING AND IMPROVING OUR EXISTING HOMES

INTRODUCTION

Involving our customers

DIGITAL CHAMPS

• browsing the web• completing online applications forms • searching comparison sites to get the best deals We are currently recruiting and training digital

champions from our communities to provide some of this support and in order to assist the development of our digital inclusion project

This includes: • strengthening a network of community hubs

working with local partner organisations • providing training opportunities to encourage

digital skills development • identifying free internet access in our community

We are looking for tutors to support our tenants to gain access to the internet and develop online skills such as:

This work will continue into 2015 - as demand for the service is defined and linked to the introduction of Universal Credit. This Government initiative has driven the need to accelerate digital inclusion and we want to offer as much support so that we can empower our communities.

Initially, we will support four hubs located in Fazakerley, Croxteth and Norris Green as well as a Universal Credit access point situated in the reception area of the Cobalt Housing office.

SECTION 2 INVOLVING OUR CUSTOMERS

READ MORE ABOUT

NATIONAL VOLUNTEER’S

WEEK.

Summer Fun DayHundreds of families had a fun–filled day in Liverpool at a special event aimed at bringing the community together.

More than 700 people attended the ‘Love where you Live’ fun day at De La Salle Academy, Croxteth, and joined in with activities and games throughout the day, which was organised by Cobalt Housing.

As part of National Volunteers’ Week 2014, Cobalt Housing invited local organisations and charities to showcase the range of opportunities available and offer advice to residents interested in becoming a volunteer.

Throughout the week, the work of volunteers who selflessly give up their free time to help others was also celebrated.

NATIONAL VOLUNTEERS WEEK

Click to find

out more

Cobalt’s Tenant Scrutiny Panel have become key decision influencers, advising the Board and consulting with them on policy, procedures and service improvements.

This in turn has helped Cobalt Housing to make Value for Money (VFM) savings. The Board and the senior management team are now taking into consideration the wealth of experience offered by panel members and incorporating the ‘tenant’ perspective into any service or policy reviews, which is proving to be very useful.

How to get involvedWe encourage all forms of engagement with tenants

and residents and values the feedback they provide to help continuously improve service delivery.

If you are interested in getting involved and helping us to improve our

services, please email the Resident Involvement team

CobaltResidentInvolvementTeam@symphonyhousing.org.uk or call the

team on 0151 633 8096

ScrutinyPanel

Plus supported Woodlands Hospice during National Volunteer’s Week. Our painters spent the day brightening up the outdoor areas by painting the fences surrounding the hospice.

Following the success of this event during National Volunteers’ Week, the Cobalt Plus team have agreed to work with the hospice twice a year to carry out any jobs that may need doing - from painting and plastering to gardening.

Tailoring our servicesWe encourage a tailored service based on the information you have provided us with. This means we can accommodate tenants’ needs in a variety of ways.

We offer: • A selection of appointment times to suit

the needs of our tenants e.g. hospital appointments and school pick up and drop off times.

• Translating key documents into a range of languages

• Provide Rok Talk on our website to provide access for those with sight impairment.

• Saturday morning appointments for gas servicing, again for tenants that work.

How are we doing?Our Customer Service Centre (Cobalt

Solutions) can provide information on every service throughout Cobalt. We aim to resolve 80% of all enquires at the first point of contact. Our performance for 2013/14 was 90%.

Understanding our customers

• COBALT SOLUTIONS CUSTOMER SATISFACTION

FOR 2013 /14

97%

• OVERALL SATISFACTION WITH STANDARDS OF

CUSTOMER CARE 2013 /14

95%

• SATISFACTION WITH OVERALL SERVICES

93%OUR PERFORMANCE

FOR 2013/14 99%

FIND OUT ABOUT OUR CUSTOMER CARE STANDARDS

Valuing Difference

Listening to our customers

Our complaints are dealt with in the following way:

• We will try to resolve the problem and will involve the relevant team member to assist you.

• If you are still unhappy with our response then a manager will review the case and log a formal complaint.

• Once a complaint has been logged there are 2 stages and timescales allocated to investigate.

Last year we made some changes to our complaint handling:

• We have 2 complaint stages instead of 3

• We have halved the target time to deal with complaints

• We keep in touch with the complainant where possible and try to find a solution

• We explain the outcome to complainants rather than just send a letter

In 2013/14, we have seen a reduction in formal complaints and we check for repeat issues.

• Our complainants tell us we are better listeners

We work towards real improvements, finding preventative actions and 93% of complainants say that they are happy with the way we handled the complaint, which is an increase of 28%

An Independent Complaints Panel has been set up (this was a recommendation of the Localism Act 2011) giving tenants the opportunity to seek impartial advice from local people about their complaint.

icpct@hotmail.co.uk

Click to find out more about how we deal with complaints

Dealing with Complaints

As part of Symphony Housing Group, we have a joined up approach to Equality and Diversity under the banner of ‘Valuing Difference’.

Our ‘Valuing Difference’ approach aims to drive forward excellent customer services and provide a fair, equal service to all partners, consultants, contractors and suppliers.

We continually seek to improve our services and work with tenants to improve satisfaction levels.

CLICK TO FIND OUT MORE

SECTION 3 LISTENING TO OUR CUSTOMERS

PlusCobalt Housing’s in-house team was officially launched last November to carry out more enhanced works within our empty properties to make them more desirable in light of the Government’s welfare reforms.

Since the start it has expanded to also provide an enhanced service to new, vulnerable and elderly tenants.

We cover a number of services including, minor works not already covered by our repairs contract such as changing light bulbs, putting up shelving and plumbing in washing machines.

It also covers a small amount of internal decorating and painting. The service works by asking customers to provide the materials for the job with the labour carried out for free.

This tries to limit the cost to the customer while also enabling Cobalt Plus to carry out the service to as many people as possible.

Caring for our customers

FOR MORE BENEFITS

ADVICE CLICK HERE

FIND OUT MORE ABOUT INTERNET HUBS NEAR YOU

Offering benefits adviceIn April, Cobalt’s Benefits Advice Team launched a “Preparing for Universal Credit” project to raise awareness amongst Cobalt staff and tenants about the changes to benefits and rent payments that the introduction of Universal credit will bring.

Mr Riley, who had his kitchen painted by the Cobalt Plus

team said; ‘Alan from Cobalt Plus was very kind and helpful and carried out the work to an excellent standard.

Thank you!’

SECTION 4 CARING FOR OUR CUSTOMERS

GAS SAFETYAs at 31st March 2014 for the third consecutive year 100% of our properties received an annual gas safety inspection.

ELECTRICAL SAFETYAs at 31st March 2014, we completed over 2,000 inspections and 95% of all properties had a valid electrical safety inspection.

SECURITYWe want to make sure our tenants feel secure in their homes, so we have a planned

maintenance programme to install alley gates to over 1,000 properties and we installed security lighting to properties as part of a four year programme.

Helping our customers in their home

SECTION 5 HELPING OUR CUSTOMERS IN THEIR HOME

EXTERNAL APPEARANCEAs part of our annual Capital Priorities planning, the focus of our future investment is not only based on component renewals but also what is a priority to our tenants and the impact the works will have on our neighbourhoods.

WARMTHTo help our tenants keep warm in their home, we have delivered a planned maintenance programme to renew 137 boilers with combination central heating systems.

BUILDING NEW HOMESDuring 2013/14 we secured over £700,000 Homes and Communities Agency (HCA) grant funding as investment towards the development of 40, two bedroom homes in Ellergreen - in partnership with New City Vision and Countryside.

TO IMPROVE THE EXTERNAL APPEARANCE OF OUR HOMES WE HAVE DELIVERED THE FOLLOWING PROGRAMMES:

Externally modernised

107 properties in Croxteth, on the Gems estate.

flat roofing replacements to

503 properties

renewed fascias soffits & gutters to

1068 properties

Boundary wall replacements to

316 properties

Renewed rear fencing to

891 properties

Find out more

Working in the communityI love where I live because it’s got a great community spirit - we are all willing to pull together in times

of need. The area is clean and we feel safe living here.

Emily, Croxteth

TACKLING ANTISOCIAL BEHAVIOUR (ASB)This year, we have received 406 new ASB cases.

The ASB team work with over 60 partner agencies and participated in 12 forums – six of which are city or regional wide.

This has helped provide support and reassurance for victims and support or take action against perpetrators. By working with partners we are able to provide a better service in the community.

This joint working has helped deliver activities in the community to raise awareness of ASB issues.

FIND OUT ABOUT OURWEEK OF ACTION

SECTION 6 WORKING IN THE COMMUNITY

Our commitment to supporting tenants into employment or training In 2013 - 14 we successfully supported 29 tenants into employment and assisted 5 tenants into self- employment.We created employment and apprenticeship opportunities with our partners and contractors including; Bluecoat, JC Construction, Bardsley Construction and O’Hare & McGovern.In total, we recruited 10 tenants into these apprenticeship opportunities. Cobalt Housing has also funded 18 tenants into work through its Employment and Training Fund.

Cobalt’s in-house team is committed to supporting the community through creating apprentice opportunities; at present we have 5 apprentices all from the local area. We believe this ensures the future sustainability of the community and allows young people to make a real difference in the communities they live in.

Plus

Our tenants can apply for up to £500 to help them into work, or training that will lead to a job.The funding ranged from paying towards the costs of setting up a business to paying for CSCS cards to allow tenants to secure work in construction. Cobalt Housing’s Community Fund has awarded 52 community projects, totalling £20,000 worth of community investment across Croxteth, Fazakerley and Norris Green.

Find out more about our funding opportunities

FIND OUT MORE ABOUT OUR APPRENTICESHIPS

In response to the challenges both economic and financial, we have set out six key priorities that are detailed in our 2014-19 Business Plan.

There are still more challenges to come, including the roll out of the Universal Credit, and we will continue to keep you updated on the latest changes and offer our support and advice.

We want to be able to help more of our tenants into apprenticeships and offer our support with job opportunities

We will be rolling out a major campaign to ‘Love where you live’ to encourage you, our tenants, to have your say on our plans for the future.

We are excited about future possibilities and we look forward to making them happen!

What’s next?

CLICK HEREFOR OUR 2014 - 19

BUSINESS PLAN

SECTION 7 WHAT’S NEXT?

I love where I live because the rent is affordable, the house itself is lovely.

I have my own garden, the street I live in is quiet… and for the first time ever I finally feel like me and my boys are settled and happy. Moving to this house has been the best decision I ever made…thanks so much, Cobalt.”

Cathy, Norris Green

£75 Shopping vouchers to be won!

Everyone who gives us feedback on this annual report will be entered into a prize draw.There are three sets of £25 shopping vouchers to be won, so let us know what you think! Write, call or email us at CobaltResidentInvolvementTeam@symphonyhousing.org.ukOne entry per household, entrants must be aged over 18. Feedback to be received by 31st December 2014. Winners will be informed after the draw date.

Cobalt Housing, 199 Lower House Lane, Liverpool, L11 2SF

Tel: 0330 303 2222 www.cobalthousing.org.uk

www.facebook.com/cobalthousing

Cobalt Housing is a charitable organisation and part of the Symphony Housing Group