KEY 2011Annual ReviewKEY 2011Annual Review

We sought to support people through the process to the best of our ability, and I would like to pay tribute here to the many staff at our support services and our central office who put in a huge effort to respond to the extremely challenging timescales.

Elsewhere, cuts have been implemented by local authorities, sometimes in support levels, sometimes in the hourly rate and sometimes in both. Reduced government funding and increasing levels of need were anticipated in our Strategic Plan, which we reviewed during the year, and we have been preparing for these difficult times. It is, however, very unfortunate that such a burden arising from the financial crisis is falling on existing services for vulnerable people.

Despite the financial cuts affecting our work, we believe strongly in people having as much control as possible over their support and their lives, and we strongly support the government’s advocacy of self directed support as a way of enhancing this. Despite recent concerns over self directed support being used to advance cost cutting, we believe that, in the longer term, it holds the key to a better future. In our report this year, we reflect on how our support fits well with this new direction in social care, and how we are continually developing our support to people as fully included citizens.

The big issues that dominated the past year for KEY were the implementation of self directed support in some of the areas where we work, and the funding cuts that have affected every area and every support arrangement.

In one area, where KEY and Community Lifestyles support over 500 people, the speed of implementation of self directed support and the process itself, which involved significant cuts in funding for many, led to real challenges for organisations like ours, which takes seriously the full involvement of the people we support.

Bill Mooney

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KEY chairperson’s report

Also in our report, we give details of our Care Commission gradings, developments within The Advisory Group (TAG) network, and our new web sites for KEY Community Supports and KEY Housing, designed to be more accessible and focused on the way we provide personalised support and individual housing services.

I am also pleased to report that we successfully achieved the EFQM Committed to Excellence award.

I would also like to pay tribute to some people who left us in the course of the year. Ian Bratt, our very committed and long term manager in Highland, retired, to the warm best wishes of all who knew him within KEY and the wider community. Thanks also to 2 members of the Management Committee who left us last year, Lynne Gibbons and Sue Dumbleton.

And finally my thanks to all of our staff, my colleagues on the Management Committee and the members of The Advisory Groups for their ongoing support, commitment and belief in what we do.

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This has been a really important year for The Advisory Group (TAG). As I told you in last year’s Annual Review, it had been the wish of KEY’s Management Committee for many years to get representation from the people KEY supports on the Committee itself.

Back in April 2009, Management Committee and National TAG started to look at how we could make this happen. We wanted to make sure that whoever attends could fully understand what was going on. We looked at the structure of the meetings and the information that went out before the meetings. We thought of ways we could make things easier to understand.

In June 2010 we started a 6 month pilot. Two people from National TAG attended the Committee meetings. Summaries had been produced of the previous minutes and PowerPoint presentations were used during the meeting. Myself and Julian Michalowski attended Committee during the pilot. We found it really interesting and we were able to give our point of view during the meeting.

TAG chairperson’s report

In April 2011, at our annual strategy meeting, Committee and National TAG decided the pilot had been a great success. Sylvia Sills, the new National TAG chairperson and I, as former chair, will continue to represent TAG on KEY’s Management Committee. We will sit on the Committee for 3 years and then the next chairperson will take over. This is a great development and makes sure people supported by KEY are at the heart of decision-making.

Other important news is TAG’s plan to become its own charity. All the regional TAGs have been working hard on new ideas to help people make friends and get more involved in their local communities. To enable TAG run these initiatives and more importantly to get some additional resources to do so, we are going to set up TAG as a charity in its own right. This means the regional TAGs will be able to apply for local grants and access funding. We hope this will be up and running by September 2011.

The general work of TAG carries on. We have been involved in reviewing many of KEY’s policies and procedures and we have designed some accessible information which explains them. The regional TAGs have been organising conferences, inclusion events, looking at local issues, for example self directed support, and they have been involved in local consultations and a wide range of other things.

I would like to thank everyone who gave of their time through the national and regional TAGs over the past year.Michael Greechan

To enable TAG to run these initiatives ... we are going to set up The Advisory Group as a charity in its own right

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The road ahead

The driving force for KEY has always been our commitment to provide support in the most person centred way possible, and to support people to become fully included citizens within their own communities.

Over the years the context of our work, and the way it has been funded by local authorities, has provided challenges to achieving these objectives, but over the past year the possibilities of people having more control over their funding and support, through self directed support, have been exciting.

Although early experience has been linked with financial cut backs, the long term potential for self directed support to make a real difference in people’s lives is still there.

During last year we produced an updated statement about KEY to reflect our beliefs and approach, and its relevance to these developments in social care.

In the following pages we explore the road ahead for our support and what we believe in.

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Achieving what you want Everyone is different. Every person has their own individual needs, preferences and aspirations.

We listen carefully to find out what is important to people, and what they want out of life. Together we work out the type of support needed to achieve these outcomes. We can provide support in someone’s own home, their family home or in their local community.

We support people to stay healthy, safe and well, to look after their home, their finances and to take part in everyday activities, to have interesting things to do through work, leisure and other community activities, to meet new people, build up social networks and to keep in touch with family and friends.

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Getting more with support with KEY KEY supports people to develop and maintain their support networks.

We help people to build their self confidence and become more independent. In KEY people have access to a range of initiatives and resources, including our Living a Life course, cyber groups, activity and community networks, Now You’re Talking and KEY Connections.

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Being in control In KEY people are involved in all decisions about their support.

As well as supporting people to achieve the outcomes in their support plan, we encourage

people to take control by choosing their supporters, being paid co-trainers, and being

involved in the induction of new workers.

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Having your say KEY wants to know what people think about the support they get.

In KEY we want to make sure that the people we support have opportunities to tell us what they think. Feedback improves the support we give as well as helps to shape the organisation as a whole. This includes support review meetings, satisfaction questionnaires, and advocacy.

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Within KEY there is a network of advisory groups (TAGs), made up of people we support, to keep KEY in touch with what matters most in people’s lives. There are regional TAGs across Scotland, meeting every 2 months, and 2 people from each regional TAG are elected to join National TAG. National TAG also works with KEY’s Management Committee, and members of National TAG serve on the Management Committee. Regional TAGs produce their own local newsletters, which keep people up-to-date with what is happening locally.

NATIONAL AVERAGE

KEY’S GRADING

Grade 1 Grade 2 Grade 3 Grade 4 Grade 5 Grade 6

Legend

Unsatisfactory Weak Adequate Good Very good Excellent

Our grades for the quality of care and support were high, with almost a quarter continuing to be awarded the highest grade of Excellent. Overall, 92% of our services were graded Very good or Excellent, compared with 56% across all providers nationally.

QUALITY OF MANAGEMENT

75% of our services were rated Very good, compared with 26% nationally across all providers.

QUALITY OF STAFFING

100% of KEY’s services were rated Good or Very good, up from 93% in the previous year.

There were no requirements for any of our services.

QUALITY OF CARE AND SUPPORT

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Care Commission (now SCSWIS) grades

We have awarded this service a grading of Excellent for the many ways it involves people who use the service in all aspects of how the service is run.

The service is constantly setting higher and better standards for providing care that is service user focused and led.

...always trying to find different ways to listen to service users and find ways to communicate and work jointly on any issues.

KEY staff always go the extra mile...

Families held the staff in high regard and were very complimentary of their approach, their professionalism and the difference they were making to the lives of the people they cared for.

These quotes are taken from reports received during the year

95%

KEY’s housing: performance

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HOW WE DID ON MAINTENANCE

Each year KEY carries out a detailed survey relating to our maintenance service. The results for 2010-11 show a continuing high level of satisfaction.

BENCHMARKING

Quality of repair work

Speed of response to repair

0.55%

2.83%

0.94%

2.71%

2.93%

0.38%

1.77%

0.84%

1.25%

2.90%

100%

94%

97%

96%

92%

These performance indicators are from 5 national specialist housing associations within KEY’s benchmarking group. The figures descend best to worst, with KEY’s figures in blue.

Rent arrearsEmergency repairs

completed on time

Void loss

Legend Excellent Satisfactory Not Good Unsatisfactory

Attitude of trades people

Decoration of external / common area

Garden maintenance

0 10 20 30 40 50 60 70 80 90 100

KEY’s housing: review

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Our housing re-modelling programme continued last year, and we finished work at our housing in Kirkintilloch, Fort William and Thurso.

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At Kirkintilloch we made 3 flats, one with 2-bedrooms and 2 with one-bedroom, from a 4 person shared house. (1)

At Camanachd Crescent, Fort William we created 2 new flats, one with one-bedroom and one 2-bedroomed, from a 4 person house. (2 & 3)

Two 4-bedded houses in Thurso have been remodelled into 5 flats, 3 with single-bedrooms and 2 with 2-bedrooms. (4 & 5)

This required decant accommodation for 6 people, and an additional house was purchased across the road to meet the specific needs of one of the tenants.

When folk moved back in they were able to sign their new tenancy agreements via Skype. (6)

6 Nicky McKay was one of the people who moved into a flat of his own in Thurso. Nicky had spent many years sharing a flat with other people, but the move back into his own flat was just the beginning of a new and exciting chapter in his life. Nicky wanted to get more out of the gardens round about the housing in Henderson Street, and teamed up with an old friend from school days (Danny) who volunteers his time with some of the KEY Thurso Initiatives. (7)

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Nicky and Danny decided to start a gardening group, and along with Steven organised a polly tunnel to start to grow vegetables and have a place to go when the weather stopped outside gardening from happening.

The Gardening Group has flourished, with more than 15 members now, and it is doing gardening work throughout the Ormlie area and looking to form itself into a Social Enterprise.

Lynn Garrioch used to live in an upstairs flat. She really wanted and needed a ground floor house, and ideally she wanted her own garden as well.

As part of the re-modelling of our housing in Thurso, we were able to buy a single storey bungalow across the road from Lynn’s old address.

The move to a house where she is more in control was just the start for some exciting changes in Lynn’s life.

She got involved with the local Ormlie Junk to Funk group which is run by local young mothers, and which turns old (unwanted) items into things that are sellable. (8)

The group even had an exhibition in Thurso Town Hall. Lynn now has a large circle of friends, and is very proud of her own house and her own support team.

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Income and expenditure

Main Items of Expenditure £000Support Direct Salaries 31,769Other Support Costs 1,866 Housing Repairs 1,369Other Property Costs 769

Main Items of Income £000Supporting People Grant 14,809Social Work Department Funding 18,386Rental Income 3,027

Supporting PeopleGrant 38.0%

Social WorkDepartments 47.2%

DevelopmentIncome 0.1%

Rental Income 7.8%

InvestmentIncome 0.3%

Other SupportFunding 6.5%

Support servicesalaries 82.5%

Development expenditure 0.2%

Mortgage interest 0.4%

Other housing costs 2.0%

Repairs 3.6%

Management costs 6.5%

Other support costs 4.8%

A full copy of KEY’s Annual Accounts for the year ending 31 March 2011 is available on request to the Secretary, KEY, 77 Renfrew Street, GLASGOW, G2 3BZ or can be viewed at the registered office.

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Management Committee members at 31 March 2011

Bill Mooney(Chairperson)

A retired chartered engineer and a founding member.

Joanna Pearson(Vice Chairperson)

A human resources specialist with a background in the private and education sectors.

Sandra Blair(Vice Chairperson)

A Community Care Development Officer with North Lanarkshire Council.

Angus Turner(Secretary)

Retired minister of the Church of Scotland.

Anne Finnegan Retired Special Needs Manager with Glasgow City Housing.

Gillian Anderson A clinical psychologist with NHS Lanarkshire.

Margot Duggan Formerly Assistant Head of Drumpark School in Monklands.

Duncan Sim Reader and Academic Director with the School of Social Sciences at the University of the West of Scotland.

Elizabeth Stewart A chartered accountant.

David Meechan An auditor with Audit Scotland and Treasurer of KEY Trust.

Dave Le Sage Director of Access Apna Ghar Housing Association.

Alex Davidson Consultant with the Scottish Government’s Joint Improvement Team and former Head of Adult Services with South Lanarkshire Council.

During the year, Lynne Gibbons and Sue Dumbleton stood down from

Management Committee after 10 years’ and 3 years’ service respectively.

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KEY ONLINE

During 2010 work was completed on KEY’s two public websites:

www.keycommunitysupports.org provides background and detail about KEY’s support services.

www.keyhousing.org details our role as one of Scotland’s leading registered social landlords.

Auditor

Grant Thornton, 1 Atholl Crescent, Edinburgh

Internal Auditor

Chiene and Tait, 61 Dublin Street, Edinburgh

Bankers

Clydesdale Bank, 120 Bath Street, Glasgow

Bank of Scotland, 54 Sauchiehall Street, Glasgow

Solicitors

Brechin Tindal Oatts, 48 St Vincent Street, Glasgow

Naftalin & Duncan, 537 Sauchiehall Street, Glasgow

Insurer

Zurich Municipal, 215 Bothwell Street, Glasgow

Architect

The Miller Partnership, 19 Royal Crescent, Glasgow

Quantity Surveyor

Armour Construction Consultants,

11 Clairmont Gardens, Glasgow

Building Contractors

J B Bennet, Banton Mill, Kilsyth, Glasgow

M M Miller, Rutherford Street, Wick, Caithness

McGregor Construction (Highlands) Ltd,

Seafield Road, Inverness

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CONSULTANTS AND CONTRACTORS

Created by KEY. Copyright © September 2011KEY, KEY Community Supports and KEY Housing are names used by KEY Housing Association Limited,

a charity registered in Scotland, number SC006652. Registered Office: 77 Renfrew Street, GLASGOW, G2 3BZ

KEY, 77 Renfrew StreetGLASGOW, G2 3BZT: 0141-342 1890F: 0141-332 7498

info@keycommunitysupports.orgwww.keycommunitysupports.org

www.keyhousing.org