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1 Tenants Annual Report 2011/2012 Incorporating the Resident Involvement Impact Assessment Report 7998_New_Charter_AR-v8 REVISED__ 08/10/2012 17:20 Page 1

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Tenants Annual Report

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Page 1: Tenants Annual Report

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Tenants Annual Report2011/2012

Incorporating the Resident Involvement Impact Assessment Report

7998_New_Charter_AR-v8 REVISED__ 08/10/2012 17:20 Page 1

Page 2: Tenants Annual Report

2 If you want to know more about the X-tra Factor team please contact Sue Cox,Resident Involvement Manager on 0161 331 2416 Email: [email protected]

The X-tra Factor TeamThis Annual Report and Impact Assessment Report, is written by residents, for residents.To write the report, we have reformed the X-tra factor team, a group consisting primarily ofresidents, and we have consulted with you to find out what you want the report to contain.

Our conversations with residents showed that this year we needed to include:

• Feedback on the Consumer Standards from theTenant Services Authority

• New Charter Homes challenges within the year for each service area

• New Charter Homes plans for improvement in each service area

• A celebration of achievements

• A tribute in pictures to those involved

• A personal touch to the organisation, getting to know new members of staff

• The impact of Resident Involvement activities throughout the year

To write the report we initially decided the areas to becovered, chose the staff and residents we wanted tointerview and then wrote questions for each. All ourinformation has been gathered from these interviews.

We do hope you find the information included to beinformative and interesting.

Ann Daly

Wayne JonesWayne Jones

Sue CoxFred Warburton

Vera Anderton

The Xtra factor team:

Ann Daly, Fred Warburton,Vera Anderton,Wayne Jones,Susan Aktas, Sue Cox

If you want to know more about the X-tra Factor team please contact Sue Cox,

Sue CoxSausan Aktas

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Page 3: Tenants Annual Report

3If you would like any further information on getting involved at New Charter pleasecontact:The Resident InvolvementTeam on 0161 331 2000 Email [email protected]

ContentsMessage from Chief Executive - Ian Munro 4

Who lives in our Homes? 5

Local Offers 6

Resident Involvement 7

• Getting Involved • Tenants Panel • 2nd Generation Furnishings• Brushes Estate Management Board • Tenant Management Team

Neighbourhood Management 12

Anti-Social Behaviour 14

Community Regeneration 15

New Charter Academy 16

Relets 17

Your Home 18

Organisational Transformation 20

Show me the Money - Finances 22

• Welfare Reforms • How to pay your Rent • Loan Sharks • MiNT• Credit Union

Governance 25

Impact Assessment Report 26

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Page 4: Tenants Annual Report

Message from the Chief Executive2011/12 has been a very good year for New Charter Homes. As expected,the year was full of challenges, but we have performed well and bothcustomer and staff satisfaction has remained extremely high.

4

Ian MunroChief Executive,New CharterHousing Trust

If you would like any further information about New Charter Homes please contact:[email protected] or telephone 0161 331 2000

The main emphasis this year has been to getthe organisation ready for the forthcomingWelfare Reforms and public spending cuts. TheWelfare Reforms still undoubtedly remain thesingle biggest risk to New Charter Homes, andwe have spent the year ensuring our business isready for these changes so they have minimalimpact. We have reorganised the companyaround a new telephone system with customerrecognition monitoring, making telephoneanswering as effective and efficient as possible.We have concentrated on ensuring our rentcollection process is as effective as possible, putsupport plans into place to help tenants budgettheir new financial responsibilities and areworking to modernise the 'Credit Union.'

The impact of the public spending cuts is yet tobe realised but we are strengthening ourposition to help combat these. We areconcentrating efforts on worklessness, byoffering voluntary work, helping individualsboost their CVs, extending trainingopportunities and doing everything we can tohelp people back into work. We haveconcentrated efforts into getting young peopleinvolved, by staffing a team to engage youths intheir communities and giving productive outletsfor their time.

Our promise to build 300 new homes overthree years to deliver the ‘affordable rents’programme is on target, with 129 built as at31st March 2012.The £20million secured fromthe Homes and Communities Agency has beenadded to with the securing of £75millionborrowed to build new homes. There are manynew build projects being undertaken, including a‘new state of the art’ sheltered housingcomplex. Our new build work incorporatespartnership working with TamesideMetropolitan Borough Council (TMBC), toensure the best use of land is obtained to thebenefit of residents, New Charter and TMBC.

2011/12 was also another year for majorachievement at New Charter. We featured, forthe fourth year, in the Sunday Times BestCompanies list, achieving seventh position.Students moved into the New CharterAcademy building on Broadoak Road inSeptember 2011, with a new Principal and weaim to extend our Academy work to include aprimary school this year.

All the preparation work has been completed tolaunch our new in-house grounds maintenanceservice, Green Charter, in April 2012, which isenvisaged to make initial savings of £100,000.TheBuilding company have exceeded theirexpectations for securing external work andsatisfaction with their service is at an all timehigh. Our tenant scrutiny panel have had anotherfantastic year, helping us to recognise whereimprovements are needed with our services andwe have supportedTameside radio, enabling themto continue their invaluable community resource.

Our challenges for 2012/13 are still to managethe impact of the Welfare Reforms and thepublic spending cuts but also to ensure wemake the best possible use of the money wehave borrowed. We also need to ensure wekeep the workforce onboard, make sure theystill feel good about working for New Charterand make sure that the Building Company stayhungry for external work.

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Female Male Under 16’s 16-24 25-44 45-64 65+

Who lives in our Homes?

Gay, Lesbian orBisexual

Black Minorityand Ethnic

(non white British)

Religion otherthan Christian

54.42% 45.57% 22.07% 13.41% 25.17%

0.56% 3.05%

This information is linked to the profiling information gathered from new tenants.

Percentages from a total of 27,992 residents

14.75%

22.44% 16.91%

Transgender

0.01%

If you would like any further information on our customer information please contact:Louise Heenan, Head of Communications and Insight on 0161 331 2072Email: [email protected]

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Page 6: Tenants Annual Report

6 If you want to know more about the Local Offers please contact Sue Cox,Resident Involvement Manager on 0161 331 2416 Email: [email protected]

Throughout 2011/12 we have kept you up to date on ourperformance against the Local Offers via our newsletters.The performance on achieving these Locals Offers has beenvery positive throughout the year, although there is still workto do in recruiting residents to help monitor the caretakingstandards, making better use of resident volunteer translatorsand increasing the use ofthe ‘Fix It’ handypersonscheme.

Sue CoxResidentInvolvement

Manager

What is a Local Offer?A Local Offer is our promise to you to improve a service area and tailor it to meet your needs.These were introduced in April 2011 and extended in April 2012 and are a direct response to whatyou told us needed improving. Our performance against these offers is constantly beingmonitored by residents.

Our Local Offers are:Your Quality of Home & Repairs• To provide a range of decoration options for customers on

tenancy sign up• To provide a two hour appointment slot for new customers to

uncap & commission the boiler• To deliver a handyperson scheme• To deliver a gas cooker connection service to new residents

Your Neighbourhood and Community• To produce quality information to new customers on how to access housing with

New Charter Homes, pre-bid and post-let• To ensure that 100% of all new lets meet the lettable standard

Tenant Involvement and Empowerment• To take the resident involvement service out into our communities• Utilising skills of existing tenants and staff to translate/interpret for tenants where English isn’t their

first/preferred language• New Charter to have designated Champions in Anti Social Behaviour and Complaints to support

customers and to compliment your tenant advocate service• To provide feedback to customers following all events within 10 working days• Customers to monitor and review performance in Caretaking and Grounds Maintenance to make

recommendations for improvement

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Tony Powell

Executive Director

of Neighbourhoods

XxxxxxxxResident InvolvementThe last year has gone very quickly and very well forNew Charter, maybe even our best yet. In a time ofgreat pressure economically we have managed to moveforward and develop major changes to the organisation.

As at March 2012 there were 28 active ResidentAssociations affiliated to the company, all working withNew Charter to improve life on their estates.

Resident Involvement always remains at theheart of our business and this year again ourresidents have made us proud.

It has been consistently pleasing to see that tenantsare leading on the co-regulatory work.The TenantManagement Team have featured high on theNational stages, raising the profile of New CharterHomes and getting the message across as to themerits of partnership working between tenants andlandlords.

Out on our estates the work of residents is just aspleasing, with the emergence of social enterprisesand the environmental projects being undertaken byResident groups. The joint working to produce ournewsletters, the work being done to review theAllocations Policy and the joint working to informpeople about the Welfare Reforms is all verypositive.

For the next year we can’t ignore the challenge theWelfare Reforms is going to bring to both theorganisation and our tenants.We also need,however, to look at how we maintain orimprove on our 94% customer satisfactionrating, how we diversify our business furtherwith more new partnerships, all whilstmaking sure we don’t forget the ‘housing’ isour purpose.

There are many ways inwhich you can getinvolved at NewCharter, all of which aredetailed in ourResident InvolvementStatement. In theImpact Assessment pagesof this report we will tell

you about the impact getting involvedhas had on the business.As at March 2012 therewere 28 active Resident Associations affiliated tothe company, all working with New Charter toimprove life on their estates. In addition to thisthere were 24 estate forum groups meeting on anad-hoc basis to deal with issues on their estates.

If you want to know more about the Resident Involvement please contact Sue Cox,Resident Involvement Manager on 0161 331 2416 Email: [email protected]

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Page 8: Tenants Annual Report

Getting InvolvedGetting involvedDave from Stanhope Estate,Audenshaw, tells us why he got involved.

“I initially got involved on my estate as part of the environmental InBloom project four yearsago. The difference InBloom makes to the estate is easy to see and I saw opportunities toextend this work to help improve the area further”

Dave Pinnock

TenantVolunteer,

Audenshaw

If you want to know more about the Resident Involvement please contact Sue Cox,Resident Involvement Manager on 0161 331 2416 Email: [email protected]

8

The work I’ve done with the Residents AssociationI believe has changed my life and those around me.The Association have held a number of communityevents, such as lantern parades and easter events, whichhave not only brought the community together, buthave also raised money for National Charities.

We have also improved local activities for children andadults and have helped produce ownership in the areaand reduce Anti-social behaviour.

The work of Audenshaw Community Associationis forever expanding on the estate.Within the last yearwe have secured funding and erected a communitygreenhouse, where we grow plants and vegetablesfor the community. The skills committee membershave learnt from this project we are now passingonto the children on the estate.

We hold regular meetings, coffee mornings andhave a regular walking group to which everyone isinvited. Our challenge for the forthcoming year is toset up a community tool bank where residents will beable to hire the tools needed to maintain their owngardens.

I would recommend getting involved in yourcommunity association, not only to help improve yourestate but for the social aspects and to get a feeling ofbelonging.

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Page 9: Tenants Annual Report

9If you want to know more about theTenants Panel please contact Sue Cox,Resident Involvement Manager on 0161 331 2416 Email: [email protected]

XxxxxxxxTenants PanelTheTenants Panel was established in March 2012 and replaces the former Resident InvolvementMonitoring Panel (RIMP). The team meet with New Charter staff on a monthly basis tomonitor that New Charter are adhering to the consumer standards set by theTenant ServicesAuthority.

This work involvesmonitoring involvementacross the group, makingrecommendations for

improvements and ensuring good practice is shared across thecompany.

This year the panel have recruited two new members and haveread through and made recommendations on 43 impactassessments. The challenge for the team in the forthcomingyear is still ensuring that staff complete impact assessments forall qualifying activities.

The Tenants Panel aim in 2012 to introduce a Complaintspanel to their function, which will enable tenants to helpascertain whether a complaint is viable and should be upheld.

Throughout the next year the Panel will be monitoring thatNew Charter are meeting the consumer standards set by theTenant Services Authority. This work is very high profile andwill involve investigating policies and procedures, interviewingstaff and residents and then completing a monthly report forNew Charter to help improve services.

Vera Anderton

9If you want to know more about the Tenants Panel please contact Sue Cox,

Taff Jeffery

Fred Warburton

Lynne Stott

Belinda Jeffery

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2011/12 has been a really successful year for BrushesEstate Management Board (EMB) with more andmore residents getting involved.

In addition to the many community events undertaken, a newconservatory has been built adding, community space to theestate office and the group now have a sedum roof on thecabin to the rear of the office. It has been another busy andsuccessful year for InBloom activities, with many residentsgetting involved in community planting events and for obtainingthe Green Flag award for communities for the fourth year.

Brushes EMB is an independent company, which means thatwhilst New Charter still own the houses, the Board run theestate in partnership with New Charter.

If you’d like to know more about Brushes Estate Management Board,please contact: Emma Quinn,Brushes Estate Office,10 Poplars Road,Brushes,Stalybridge,SK15 3EN. Tel:0161 331 2462.Email: [email protected] or visit the website www.brushesemb.webs.com

The purpose of the enterpriseis to recycle furniture, clothesand other household items tohelp those in financial hardshipand to give people in Tamesidean opportunity to developtheir capacity and skills byvolunteering their time.

The scheme benefits peopleon low income/benefits tohelp them turn their houseinto a home and sustaintheir tenancies.To protectthe environment by thepromotion, repairing, recycling andre-using of household items that may otherwise go to landfill.

Brushes Estate Management Board

2nd Generation Furnishings

OpeningTimes:Mon-Fri: 9:30am - 4:30pmSat: 10:00am - 4:00pmEmail: [email protected]: 0161 303 0083

2nd Generation Furnishings,Astral House, Stamford Drive, Stalybridge,SK15 1QU.Telephone: 0161 303 0083Charity Number: 1146690

2nd Generation Furnishings is a not for profitcharitable sociable enterprise company, set up bythree residents and launched in early 2012.

2nd Generation furnishings constantly need volunteer help. If you have some time to spareand would like to get involved in this worthy cause, please contact the team.

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Page 11: Tenants Annual Report

11If you would like to know more about theTenant ManagementTeam, please visit theirwebsite: www.tenantmanagementteam.org.uk or contact Stephen Fanshaweon 0161 331 2579 email: [email protected]

The Tenant ManagementTeam Scrutiny PanelTheTMT scrutiny panel at New Charter have had another successfulyear, completing three scrutiny projects. The process of scrutinyinvolves checking that tenants receive the expected standard of servicefrom New Charter and then make recommendations for change.

This year the team have completed projects on the Rechargeable Repairs,Resident Involvement and a peer review with Helena Partnerships on thecustomer involvement pages of their website.

SOME KEY PRIORITIES OFTHE RECHARGEABLE REPAIRS

1. Website should have more information on rechargeable repairs, (under repairs section)

2. Advise tenants at pre end of tenancy visit of the possibility of recharges, and record this

3. Make people aware of costs incurred for a lock change

4. Ensure request for permissions for alterations are dealt with in service standards

As Co-regulatory Champions,TMT have continued to share their goodpractice across the country. During the last year they have spoken at theChartered Institute of Housing (CIH) annual conference, the HousingQuality Network (HQN) annual conference,Tenant ParticipationAdvisory Service (TPAS) annual conference and the Tenant Advisorconference. In addition to this they have hosted ten visits fromorganisations requiring assistance in setting up a scrutiny panel.The workwith the co-regulatory Champions continues and the team havecontributed to three publications, giving good practice tips on scrutinyand co-regulation.

customer involvement pages of their website.

Belinda Jeffery

customer involvement pages of their website.customer involvement pages of their website.

Alan EvansChristine BurgessChristine Burgess

Arnold Hodgkinson

Alan Evans

Arnold HodgkinsonKeith Hardy

Belinda Jeffery

Jill Kupczak

SOME KEY PRIORITIES OF THE RECHARGEABLE REPAIRS

Frank Gittens

Ann Daly

involves checking that tenants receive the expected standard of service

Vera Anderton

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Page 12: Tenants Annual Report

12 If you would like to know more about the Neighbourhood ManagementTeam,please contact: EmmaWilson on 0161 331 2396 Email: [email protected]

Neighbourhood ManagementIt has been an incredibly successful year in Neighbourhood Management with the launch of GreenCharter, the development of CleanCare, the review and updating of our Neighbourhood Officesand gaining the Housing Quality Network (HQN) EstateAccreditation. It has also been our busiestyear yet,particularly with our preparation work to implement Neighbourhood Plans in 2012.

Neighbourhood PlansThroughout 2011/12 we have been preparing information andcompleting research to implement Neighbourhood Plans at NewCharter. The work has involved completing a 360 degree analysisof all areas; identifying everything about an area, including; servicesprovided, the type of properties, employment statistics andwelfare statistics. The information has been gathered by staff,external agencies and tenants.We will use the Plans to helpimprove neighbourhoods by making sure New Charter andpartner agencies address areas where we need to put in moreservices and resources.

It is anticipated that the plans will be launched in October 2012 and that each area will be rated in terms oftheir sustainability using a simple three star rating system. They are designed to run for 3 years and will containcompletion targets which will be publicised to tenants. The work involved in preparing these plans has beenimmense for New Charter.

NeighbourhoodWatchedIn August/September 2012 New Charter will again be featuredin the third series of “NeighbourhoodWatched” on the BBC.

Local Integrated Services (LIS)New Charter are leading on the LIS pilot in partnership withTameside Council. LIS is a programme of interventions to helptroubled families by ensuring services are co-ordinated and delivered to give intensive support. Families whoprogress through the programme and stabilise will then be enabled to access an intensive programme of trainingand support to address worklessness and make a successful move into employment.

The major challenges for Neighbourhood Management for the next year will be toensure that we remain in touch with our customers and that we support ourcustomers sustain their tenancies, particularly with the affect of theWelfareReforms. This means we have to provide services wider than just housing, includingoffering debt advice, job and training support, welfare advice and health and well-being service provision. The implementation of the Neighbourhood plans fits intothis work and we envisage 2012/13 to be another exciting and productive year.

Garage sites£20,000 has been dedicated from the 2011/12 budget to improvegarage sites on estates.

photo credit: Matt Squires

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Page 13: Tenants Annual Report

13If you would like to know more about the Neighbourhood ManagementTeam, pleasecontact Dawn Goodyear on 0161 331 2545 email: [email protected]

Dawn GoodyearHead of Neighbourhood

Personal Fact File

Hobbies: Walking my Dogand Musical Theatre

Favourite Book: Far from the

madding crowd -Thomas Hardy

Favourite Record: Al Green - ‘Tired of being alone’

Favourite Food:Anything Italian

Personal Achievement: My son Matthew,

now 22, watching him mature into a well

balanced, happy, confident all round nice guy

Work Achievement: My current role and the

opportunities it brings

Work History: On leaving college I bought a

restaurant with my husband before moving into

the financial industry, mainly to fund it!

After 14 years I moved into local government

working in housing advice and homelessness for 6

years. I then spent 5 years in housing management

before joining New Charter in July 2011

HQN Accreditation inEstate Management

The most significantachievement this year todate has to be theaccreditation awarded to Neighbourhoods fromHousing Quality Network (HQN) in March 2012.Further to a rigorousself-assessment and accreditation inspection,over 30 on site interviews and thorough estateinspections,Neighbourhoods have been awardedthis prestigious award which acknowledges thehigh standards at New Charter. HQN’s reportwas glowing, recommending to theAccreditationPanel that New Charter met the standardswithout conditions, the report goes on to say:-

“New Charter surpasses any otherorganisation I have worked with in thelevel of commitment, enthusiasm andcustomer focus demonstrated by staff. Iwould similarly state that the influence ofresidents in shaping services and priorities,and in taking ownership of theirneighbourhoods, is on a greater and moresuccessful scale than I have seen elsewhere.It was also nice to see that New Charter isnot resting on its laurels and continue tostrive for continued improvements. It was apleasure to come across such anorganisation”.

Green CharterWe have spent the last year getting ready to introduce yournew grounds maintenance service, Green Charter. The newin-house team starts work on your estates in April 2012. Staffhave been transferred over fromVeolia, so you may recognisesome familiar faces.We have also taken on nine seasonal staff.

All staff have been retrained to do the work our way andwe hope to see improvements across all areas. It isestimated that bringing in Green Charter will makesavings of £1million over 5 years.

CleanCareOur Mr Fix-It service is now available to all tenants, with a clearrent account, who need help to carry out a range of small DIY jobsinside or outside their home. Anthony Kibble joined New CharterHomes in 2012 full time to take on this role and has been workinghard to market the service to customers. If you are interested inusing this service please contact us on 0161 331 2000.

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Page 14: Tenants Annual Report

14 If you would like to know more about theTenancy and Support Services team,please contact Sue Hird on 0161 331 2144 Email: [email protected]

Anti-Social Behaviour

In the year 2011/12 our Neighbourhood and Tenancy & Support Services dealt with 1,161 cases comparedto 1,454 in 2010/11, a 20% reduction on the previous year.This has been reflected both in Tameside andnationally. During this period 945 cases were closed of which 84.4% were resolved as per the housemarkdefinition.

COPEIn 2011 we developed our own witness advocate service (Care of People Everywhere - COPE). We have 13volunteers who have previously been a witness and been through the court process themselves who act as afriend to a current witness and offer support. Feedback from this scheme has been positive, and witnesseshave expressed how supported they felt due to the introduction of this service.

StreetwatchNew Charter formed the first Streetwatch in Tameside this year.This was formed in Stalybridge and is partof the national organisation (www.street-watch.org.uk).The project started with around 8 community volunteers who form part of the neighbourhood policingteam.They carry out neighbourhood patrols in twos (non-confrontational) and integrate themselves into thecommunity, listening to issues and feeding back to relevant agencies. The project has now spread toBrushes, Stalybridge and will soon come to Mossley.

Neighbourhood ResolutionPanelsThe forthcoming year will see us heavilycommitted and involved in the formation ofNeighbourhood Resolution Panels. New Charterhas led on this initiative to establish communityvolunteers who will deal, by way of the panels,with low level crime and ASB throughoutTameside. This will start in October 2012. Sue Hird

Director ofTenancyand Support Services

Making our communities safe is a top priority for New Charter. Stopping nuisance,anti-social behaviour and harassment are a vital part of our work to make yourneighbourhood a good place to live.

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Community Regeneration

15If you would like more information about Regeneration, please contact Adele Robinson,Regeneration Manager on 0161 331 2397 Email: [email protected]

Great OpportunitiesThe five themes ofRegeneration -Environment, SocialExclusion, Jobs & Lifelonglearning, Healthy living,Community Safety.The Regeneration team was reorganised in2011 to incorporate specialisms and adedicated youth team. Each of the fivethemes of 'More Than Just Housing' arenow covered by a dedicated RegenerationOfficer.

2011/12 has been a very sucessful year forthe team with the launch of the GreatOpportunities programme and our youthteam, our expanding partnership working,the Greatsports initiative, Royal Exchangepartnership, our InBloom and Tatton showentries and the securing of Europeanfunding for a resident exchange trip toFrance. We have also organised events inour local communities covering burglaryreduction and crime prevention advice. Wehave commissioned theatre productions,reaching the majority of secondary andprimary schools across Tameside, coveringsubjects such as healthy living, sexual health,gang and knife crime, violent extremism,bullying, anti-social behaviour and datingviolence.

Youth TeamOurYouth team havecelebrated their 12 monthanniversary with NewCharter and beenpromoting the work of theteam across the company.They engaged in excess of700 young peoplethroughout the year instructured sessions, specificprojects and Dreamschemeactivities.

InBloomWe had 16 entriesfor this yearsInBloomcompetition.Theresidents workedextremely hard toproduce somewonderful gardensand transformtheirneighbourhoods. We won 6 outstanding, 3 thriving, 4developing and 2 improvingAwards with Brushes winningBest Large NeighbourhoodAward.

Adele RobinsonRegenerationManager

The programme was launched in 2011 to bedelivered over the next three years giving a widerange of opportunities to help residents back intowork.

This year we gave information, advice andguidance/referrals to agencies to 1,334 people.

From the work experience/placements completed,3 went into temporary work and 4 into highereducation.

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Page 16: Tenants Annual Report

16 If you would like more information about theAcademy,please contactArati Patel-Mistry,EducationDevelopment Manager on 0161 241 9555 Email:[email protected]

StudentAttendance

Year 09/10 93.65%

Year 10/11 94.22%

Year 11/12 95%

Permanent Exclusions

Year 09/10 5

Year 10/11 4

Year 11/12 6

New Charter Academy

Stephen BallPrincipal

The Academy school on BroadoakRoad is funded like every school,from Central Government, withmoney allocated per student.New Charter have made afinancial contribution when wewere selected as an Academysponsor but the school is selfsufficient and does not requireany additional funding from theHousing part of our business. In2012 New Charter plan toextend our work with schoolswith the sponsorship of aprimary school in Copley,Stalybridge which will also become an Academy.Our challenge this year will be to help ensure academic achievements atthe new Academy improve.

In September 2011 1,500 students transferred to the New Charter Academy based in theSmallshaw area of Ashton and in January 2012 the new Principal, Stephen Ball, joined theAcademy. The move to the building has been very successful for both staff and pupils and theyear has gone very well.

It was an outstanding year for the first sixth form students at the Academy who achieved a100% pass rate in their A levels. 21 of these students have been offered places in highereducation.

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Page 17: Tenants Annual Report

Bryonie ShawHead of Housing OptionsPersonal Fact FileHobbies: badminton, tennis &gardeningFavourite Book:The CrowRoad by Iain BanksFavourite Record: ‘Rotterdam’ The BeautifulSouthFavourite Food:ThaiPersonal Achievement: Passing my HGV & PSVdriving tests first timeWork Achievement: Receiving the GuardianPublic service award for Housing 2010Work History: Started working life inYouth &Community development, moved to London &ran a hostel for young homeless people.Workedfor IrwellValley for several years before movingto Trafford Council Supporting people team,then Bolton & Oldham Councils. Started NewCharter as Head of Housing Options in 2011

17If you would like more information about Relets,please contact Shonna Hildersley, Allocations Manageron 0161 331 2532 Email:[email protected] or Bryonie Shaw,on 0161 331 2475Email:[email protected],[email protected] or Connect on 0161 331 2000

Relets

• Introducing a SWAT team who will visit those who will be affected by Welfare Reformsto advise them on their options

• Revisiting policies which prohibit children living in flats• Promoting the home swapper/mutual exchange process to tenants• Starting a pilot scheme for sharing tenancies• Working with our investment team to ensure new build homes are what we need inTameside

The forthcoming year for Relets will remain concentrated on the Welfare Reforms but we will also belooking to change the way allocations are administered.

At present we allow anyone to apply for our properties and every application received isregistered, checked and added to our list, even if ineligible for a property. We aim tomake this system more efficient and cost effective and we would like to introduce asystem which recognises peoples' positive contributions to our neighbourhoodsand communities.

Who is on our waiting list?As at 31st March 2012 there were 7057applicants on our waiting list, with aturnaround total of approximately 1,450 peryear.From these; 4,204 need one bedroom homes, 2003need two bedroom homes and 693 need threebedroom homes.From this waiting list 2,828 applicants bid forproperties in the last 12 months, showing us thatmany people use the waiting list as a safety net only.

Advertising our propertiesWe advertise our properties so they areavailable to as many people as possible,including:• On the New Charter website• In our Home and Community hubs and in our

neighbourhood offices• On Looking Local - which is available through digital

TV, Wii consoles and smart phones

One of the biggest challenges of the last year for Relets has been making plans to prepareourselves for the forthcomingWelfare Reforms and the Underoccupancy charge (bedroom tax).From our knowledge the bedroom tax will affect approximately 1,500 New Charter households,who are receiving housing benefit and are of working age (under 61 at the moment) meaningthat we envisage a surge in demand for smaller properties. We have made plans to try andassist these tenants by:

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Page 18: Tenants Annual Report

“We've done well but will always try and do better”2011/12 has been yet again a successful year for New Charter Homes.The merger of theBuilding Company , Property Services, Development and Facilities Management teams goesfrom strength to strength and we continue to work in delivering a 'one goal vision.'

Your Home

18 If you would like more information about Repairs & Investment,please contactAndy Stafford,Executive Director of Homes on 0161 331 2753 Email: [email protected]

SOME MAJOR IMPROvEMENTS IN 2011 / 12

• Named UK Gas installer of the year plus Environmental Project of the year• 100% of properties have a current gas safety certificate• Smashed our target of £5.3million for external work by bringing in £7.3million• As at 31st March 2012 played a major contribution in that we had only 131 empty

properties - the Groups lowest figure ever• Appointments made for repair work has increased by 18%• 99.94% of homes met the decent homes standard• Accreditation achieved for the 4th consecutive year ROSPA Gold for Health & Safety• Budget spend delivered again within target• Added 79 high quality new homes to our stock portfolio• The average time to complete any repair reduced to achieve our highest rate ever

OUR AIMS FOR 2011 / 12

We aim to supply 173 new properties in 2012/13 and are working closely with Neighbourhoodand our customers to ensure we deliver exceptional properties that meet our ever increasingdemand.We also aim for the Building Company to remain competitive, profitable and adaptable tomeet our growth plan, despite the difficult economic challenges.

New Charter remained keen to embrace our social responsibility by investing in local communitiesand the economy where we work and live. As a result in 2011/12 we took 30 work experienceplacements fromTameside Schools and the New CharterAcademy.

We took 2 work experience placements fromTameside leaving CareTeam for young people who have been infoster care and we took 3 long term placements studying at college for professional trade qualifications. We alsoincreased our support of local suppliers and contractors and are extending our female tradesperson workforce.

Our challenges for the forthcoming year are to ensure that our properties remain ahead of our competitors.That our bathrooms, kitchens and other rooms are given the most modern materials and are what our tenantswant.We want to continue to pursue the "green agenda" by attempting to deliver PV solar on our customersproperties and continue to reduce Fuel Poverty initiatives to help our tenants reduce their utility bills.

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19If you would like more information about Repairs & Investment,please contactAndy Stafford,Executive Director of Homes on 0161 331 2753 Email: [email protected]

Your Home

Heating/Boiler swaps 3,500 planned, 500 completed at end of first year.

Bathrooms 1450 planned, 600 completed at end of first year.

Kitchens 760 planned, 450 completed at end of first year.

Rewires 1500 planned, 600 completed at end of first year.

Roofing 750 planned, 250 completed at end of first year.

Renewal entrance doors 900 planned, 300 completed at end of first year.

IMPROvEMENTS PLANNED FROM 1ST APRIL 2011TO 31ST MARCH 2014

Although repairs and customer satisfactionagain significantly increased, we know there isalways room for improvement. For us the mostimportant aspect is that the customer isdelighted with all our services we offer.

Andy StaffordExecutive Directorof Homes

0 500 1000 1500 2000 2500 3000 3500

Our repairs line, contained within Connect,is currently open 8am until 6pm.From 28th August 2012 New Charter will take over the emergency repairs line fromTMBCand will be open 24 hours per day and offer an improved service.

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Greg SuligowskiHead of ConnectPersonal Fact FileHobbies: Road Biking, Man UtdFavourite Book:'To Kill a Mocking Bird' by Harper Lee

Favourite Record: Oasis - 'Champagne Supernova'

Favourite Food:Anything served by the Big Sur

diner in San Francisco, CaliforniaPersonal Achievement:The birth of my son and

setting the Lancashire County record for 800m

breast stroke aged 11Work Achievement:Youngest person in the UK

to be fully accredited Companion Member of the

National Institute of Customer Service aged 26

Work History: Started in the civil service at

The Highways Agency & Home Office as a

Customer Service professional. Customer

Contract Manager forTransport for Greater

Manchester overseeing the rebranding of the

Traveline phone and internet service. Joined New

Charter in 2011 to create the Connect service

This year has been really exciting and challenging for OrganisationalTransformation for anumber of reasons, including the introduction of Connect - our new customer service centre,the expanding use of Social Media, our support ofTameside Radio and New Charter Academy,and our preparations to launch the in-house grounds maintenance service, Green Charter.

Organisational Transformation & theCustomer Experience Team

20 If you would like more information about OrganisationalTransformationor Customer Experience, please contact Cath Owston, Director of Customer Experienceon 0161 331 2234 Email: [email protected]

CONNECT LAUNCH DATE

Connect will be launched officially in October 2012,when the singletelephone number 0161 331 2000 will go live. This will have a pressbutton system from 1 to 4, to direct calls to the right section.

Connect is the biggest change made to the way we relate to customers for many years. Teams from across theorganisation have been brought together to give customers a more efficient and consistent telephone service,which aims to answer all calls ‘right first time’. For many staff this has meant a change to their working patterns,a change of management and learning new skills. Training has taken place over the last year to ensure allConnect staff are fully conversant with the new system and have the information they need to deal with all calls.

A ‘Customer Relationship Management’ system will beintroduced to ensure we have all the information weneed available to us when answering the phone.All calls will be recorded and stored in accordance withdata protection for training purposes.

As at 31st March the work being undertaken tointroduce Connect was on target and customers statedthat they were seeing improvements.

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Cath OwstonDirector of customer experiencePersonal Fact FileHobbies: Sport,walking, singingFavourite Book: Scotland Streetseries byAlexander McCallSmith

Favourite Record: ‘Thunder Road’, BruceSpringsteenFavourite Food:Whitby fish and chipsPersonalAchievement:Doing the coast to coastwalk in 1995 - nearly 200 milesWorkAchievement:Achieving institute ofleadership & management level 5 & becoming aDirector at New CharterWork History: started working in housing in 1987with my first jobs being in housing options &homelessness, spending some time working forShelter. Worked for Greater ManchesterProbation Service for 4 years before moving toTrafford Council where I spent 16 years beforecoming to New Charter 2 years agoChris Amyes

Executive Director -

People

21If you would like more information about OrganisationalTransformationor Customer Experience, please contact Cath Owston, Director of Customer Experienceon 0161 331 2234 Email: [email protected]

AwardsFor the fourth year running we featured in the Sunday Times BestCompanies list, achieving seventh position within the Charity and Notfor Profit category.This is a real testament to the calibre of staff at New Charter as the survey isbased entirely on how they feel about working for the company. The award isextremely important for New Charter as it helps us recruit and retain the beststaff and helps the Building Company when bidding for external contracts.

ROSPAROSPA (Royal Society of prevention of accidents)A Gold award for theHealth and Safety team work across the Company/Building Company.

Social MediaThe use of Social Media has grown at New Charter within the last year.

We now use Facebook,Twitter, Looking Local and our website for publicity,advertising properties and influencing Housing policy. Increasing numbers ofour customers are using this way to contact us and to bid for properties.

SOCIAL MEDIA USAGEAS AT 31ST MARCH 2012

Looking LocalTotal hits - page views across Homes site70,306

Looking LocalSessions - visits to Homes site2922

Facebook7 ‘likes’

Twitter216 followers

A hit is a screen view or individual page view,so that number refers to how many timesthe pages in the site have been looked at.

A session is a visit. A session is started whena user enters the service and ends after theyleave or a period of inactivity.

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Show me the Money - Welfare Reforms

22 If you would like more information about Revenues, please contact Julievickers,Director of Business Support on 0161 331 2020 Email: [email protected]

Over the past year we have:• Spoken to as many residents as possible about the new system,

ensuring tenants know if they will be affected and what it will meanfor them in ‘real’ monetary terms

• Introduced a new team, including residents,who are concentratingon helping those affected to explore their options, whether it behelp with budgeting or moving

• Strengthened our ability in offering money advice

• Kept listening to tenants regarding the most convenient ways topay

• Will be undertaking an independent survey on tenant on-lineusage to find out how many people we need to help on-line andhow

Timetable for welfare reforms

Non-dependent charges - 1stApril 2011

BedroomTax (under-occupation charge) - 1stApril 2013

Pathfinder (TMBC) Universal Credit for new claimants - April 2013

Roll out of Universal Credit to all - October 2013

InTameside, Universal Credit will be introduced a little earlier for new claimantsand will be in payment from April 2013, as theTameside area takes on the role asa pathfinder for this new benefit

Reductions in Housing Benefit for people of working age will be introduced inApril 2013 where they have a spare bedroom in their home. If you would liketo calculate whether you are affected by the under-occupation charge pleasevisit our website www.newcharter.co.uk or contact us by telephone.

Welfare Reform remains the single biggest risk to New Charter Homes andover the last year we have been preparing our business to ensure the impactof the reforms is as minimal as possible. Tenants are likely to see cuts in theirhousehold income which could lead to an

increase in rent arrears as tenants struggle to manage their new financialresponsibilities and, as a result, New Charter Homes has put in as muchsupport as possible to help people budget.

From October 2013,a new benefit called Universal Credit will be introduced for people of workingage.This will replace many separate means tested benefits that will be rolled into one payment.Housing Benefit will be included in the Universal Credit payment and tenants will no longer havethe choice to have the housing benefit element paid directly to New Charter Homes. Instead amonthly payment will be made directly to the tenant who will then have to make a payment toNew Charter Homes for their rent. Claims for Universal Credit will have to be made on-line.

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Show me the Money

JulievickersDirector ofBusiness Support

If you would like more information about Revenues, please contact Julievickers,Director of Business Support on 0161 331 2020 Email: [email protected]

Average Rents for 3 Bedroom Property

Basic Rent Rent PlusService Charge

Ashton-under-Lyne £85.52 £86.79

Audenshaw £84.58 £86.71

Denton £85.24 £87.64

Droylsden £84.32 £85.63

Dukinfield £85.00 £86.49

Hyde £84.21 £85.78

Longdendale £84.89 £86.52

Mossley £85.48 £88.52

Stalybridge £83.99 £87.23

Town

Rents for property in Ashton-under-Lyne

Basic rent Rent PlusService Charge

Bedsit £54.62 £60.39

1 bedroom £64.80 £73.83

2 bedroom £76.94 £79.77

3 bedroom £85.52 £86.79

4 bedroom £101.31 £101.92

PropertyType

Rents based on 50 week collection basis.

Affordable RentsThe major challenge of adapting to the newaffordable rents programme over the last year,has been successfully met. Demand for the newhomes at market rents has been high and therehas been no impact seen as a result of differingrents on estates.

We have been successful in securing borrowingof £75million to add to the HCA grant and areprogressing with our building plans.

Major challenges for the next year, apart from theWelfare Reforms, include the general economicenvironment. The impact of cuts across all sectorsmeans there are more demands on both individualsand companies.We need to ensure that we manageto maintainValue for Money in all aspects of ourwork and that the Building Company continues toundertake external profit making work.

23

A loan shark is an unlicensedmoney lender, someone whodoes not hold an Office of FairTrading licence to providecredit. Because they areunlicensed loan sharks operateoutside the law so if you borrowfrom them it’s likely you’ll get aloan on very bad terms and pay avery high rate of interest.

Loan sharks will often start out beingfriendly and may well be friends offriends.Unlike legal doorsteplenders they will not provide any loan agreement orpayment book so you will not be aware of the termsof your loan or how many payments you have made.Missed payments are likely to lead to big chargesbeing added to the loan , and threatening or violentbehaviour is often used by the loan sharks.

If you know of loan shark activity on your estateplease report it in confidence to the Illegal MoneyLendingTeam by phone 0300 555 2222 or textLOAN SHARK and your details to 60003 or [email protected] or contactyour Neighbourhood Manager.

Remember if you have borrowed from an illegalmoney lender, you haven’t committed a crime.

Loan Sharks

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Martin FrostExecutive Directorof CorporateServices

Cash Box Credit UnionCash Box is a financial co-operative run by its members for its members;membership is opento people living or working in Tameside. Cash Box is an alternative to expensive doorsteplenders and high street furniture stores as they provide low cost loans and a white goodsscheme which is backed by the co-op electrical store.Also provided is a simple savings account which provides members with the opportunity to save anyamount they can afford weekly or monthly. Cash Box is looking to upgrade its financial products toinclude a budgeting account and a prepaid MasterCard which will enable members to better deal with theintroduction of Universal Credit.

For more information please ring 0161 343 7621 or check out our websitewww.cashbox.org.uk

Show me the Money

24 If you would like more information about Revenues, please contact Julievickers,Director of Business Support on 0161 331 2020 Email: [email protected]

MiNT (Money information NetworkTameside)MiNT is a network of Tameside based agencies working together to helpalleviate the problems associated with financial exclusion and meets four times a year.Theagencies involved are New Charter, Irwellvalley, Regenda, Contour, Manchester & DistrictHousing,Ashton Pioneer,Tameside CAB,Tameside MBC, AgeUK, Cash Box Credit Union,Shelter and NHS.Amongst the MiNT achievements are: our website www.mintameside.org.uk, bi-annual financialinclusion conferences; ‘Money-Train’ a programme training volunteers to become money trainers; self-help debt pack; debt/financial inclusion awareness training sessions; partner advice days; promotion ofaffordable credit and two face to face debt advisers.We are currently awaiting the outcome of ourpartnership lottery bid to fund our Money Mentors programme. MiNT has become an integral part ofthe Tameside infrastructure with an input into many of the Council’s financial inclusion, homelessness,affordable warmth and anti-poverty strategies. MiNT can assist tenants with issues relating to theWelfareReforms.

How to pay your rent

We always try to keep up with the latesttechnology to make it easy for you topay your rent.

Ways to pay include:

• By cheque at the shops

• Direct Debit

• Standing Order

• Credit or Debit card

• Paypoint

• Payzone

• Post Office

• Internet

• 24 hour automated payment system topay by debit/credit card

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25If you would like more information about becoming aTenant Director,please contact Laura Douthwaite, Assistant Company Secretary on 0161 331 2118Email: [email protected]

Board Members atNew Charter Homes Limited

Independent Board members are appointed by application and interview. Tenant Board members are appointed by self nomination,interview and election. Local Authority Board members are appointed by nomination.

Geoff Loughlin(Independent) (Chair)

James Middleton(Local Authority) (ViceChair)

Alan Alcock(Tenant)

Jacqui McCann(Co-opted)

Joan Ryan(Independent)

Jacqui Fendall(Independent)

Tony Powell(Co-opted)

Tracey Jones(Local Authority)

Thomas Daly(Tenant)

David Boyle (LocalAuthority)

GordonTow(Co-opted)

Lez Barstow(Tenant)

Governance

New Charter would like to thank (Desmond)Taff Jeffery (Tenant) who stepped down fromthe Board in September 2011 after nine yearsof service.

Taff JefferyTenant

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26

Resident Involvement Impact AssessmentReport 2011/12

Every year we produce a report whichshows what community involvementactivities have taken place within the lastyear, and more importantly, what differenceyour involvement has made and how thingshave changed as a result.This is the first time that the X-tra factorteam have decided to combine this reportwith theTenants Annual Report.Throughout the year all departments atNew Charter Homes have reported to theTenants Panel on their involvementactivities. This information has assisted theX-tra factor team compile this report andto identify areas New Charter need toimprove on and achieve better value formoney.Each involvement activity has been given ascore. Firstly a score for the ‘impact’ i.e.what difference it has made, and secondlyfor ‘value for Money’, looking at theresources used to achieve the outcomes.

333High Impact face -Good value for money

33 Medium ImpactMedium face - OK value for money

3 Low ImpactSad face - Poor value for money

Resident InvolvementTenant ManagementTeamThroughout 2011/12 the scrutiny panel completedthree scrutiny projects and made a total of 45recommendations to New Charter. All theserecommendations have been agreed and are beingimplemented, which is improving services, improvingValue for Money and increasing tenant satisfactionlevels. The team have also shared their experiencesand knowledge with other organisations, helping themto set up their own panels.

Impact: All the recommendations made byTMTthroughout 2011/12 have been actioned byNew Charter.

333

Stars that Shine AwardsThe ‘Stars that Shine’ awards are a public recognitionfor those who have made a difference to theircommunity, either by being part of a communityinitiative, making a stand against Anti-social behaviour,turning a troubled life around or simply being a goodneighbour.

Impact:The public recognition and thanking ofindividuals, who work hard for theirneighbourhoods, encourages further involvementand translates the appreciation by New Charter toindividuals who are willing to make a stand for theircommunity. However, residents felt recognisingthose who had turned their lives around didn't takeinto account those who had had their lives affectedby their previous anti-social behaviour.

3

HQN Estate AccreditationNew Charter worked with residents to obtain thekite mark of excellence in Estate Management thisyear. This included illustrating how residents areinvolved in a day to day basis on the running of theirestates.

Impact: The Accreditation formally recognisesNew Charter for providing and achieving extremelyhigh standards in estate management work.

333

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Resident Involvement Impact AssessmentReport 2011/12

Equality AccreditationNew Charter worked with residents to obtain thekite mark of excellence in Equality work. Thisincluded illustrating how New Charter ensure thatEquality is adhered to throughout the company in allcontact with residents.

Impact: New Charter achieved an excellentstandard in this accreditation formally recognisingthe commitment shown to equality throughout thecompany.

333

Residents Showcase EventResidents work with New Charter to plan andfacilitate an annual showcase event in September.Theevent is open to all residents and consists ofinteractive workshops, information stands andconsultation. The 2011 event was themed aroundconsultation for the Local Offers and produced anamount of information on where New Charterneeded to make improvements.

Impact: The consultation at the event helped formour Local Offers and led to the engagement of newvolunteers for working groups and panels.

33

Resident InspectorsThe Resident Inspectors have assisted both NewCharter and theTenant ManagementTeam throughoutthe last year. The team of inspectors have assistedscrutiny topics by helpingTMT to assess whetherNew Charter are meeting service standards, byspeaking to residents, visiting empty properties andcompleting surveys. The findings from theirinvestigatory work has influencedTMT scrutinyreports. Six new Resident Inspectors have beenrecruited and trained throughout the year.

Impact:The findings of the Resident Inspectorshave led to recommendations being made byTMTthrough their scrutiny reports.

333

Mystery ShoppersThroughout the year we have trained a number ofmystery shoppers to carry out reality checks onServices at New Charter. Work for the mysteryshoppers can be commissioned by either NewCharter Homes or theTenant ManagementTeam toassist scrutiny projects. Throughout 2011/12 the teamhave completed mystery shops on the new Connecttelephone service and made recommendations forimprovements.A full programme for mystery shopping will bemaintained throughout 2012/13 in conjunction withthe Connect service.

Impact: Mystery shops completed on theConnect service have informed that the service iscontinually improving.

3

Tenant Board MembersAllTenant Board Members, together with other Boardmembers, have played an important role in decisionmaking by taking an active part in discussions. NewBoard members undertake training to learn about theorganisation and help them to contribute effectively asquickly as possible.

Impact: Increases New Charter HousingTrusts’accountability to tenants.

333

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Resident Involvement Impact AssessmentReport 2011/12

Leaseholder ForumThe Leaseholder forum is held every six months andis an opportunity for Leaseholders to meet with NewCharter staff and discuss issues which concern them.The forum has covered a variety of topics over thelast year including:• Grounds maintenance• Property Improvements• Neighbourhood Management• Arrears recovery• Service Standards review

Impact: Improved relations between leaseholdersand New Charter HousingTrust.

3

Sheltered forumThe forum is open to all residents of shelteredhousing schemes to discuss issues which affect themand to share ideas for social activities. The forummeets on a quarterly basis and meeting venues arerotated around the different sheltered housingschemes.

Impact: Sharing of information & improvement ofsocial activities at all schemes.

3

Resident Involvement CalendarThe Resident Involvement Calendar was againproduced in 2011, containing details of events andsessions for all to attend. The emphasis of thecalendar was to bring events into communities, usinglocal venues.

Impact: A gift to residents detailing eventsoccurring within the year.

3

Tenant Question and Answer sessionsEstate based sessions to give an opportunity forresidents to ask questions to Senior Management atNew Charter, with questions being gathered prior tothe event & answered in an open format session.

Impact:Very low turnout to the two pilot eventsillustrated that the need for these sessions wasn’tadequate for them to continue.

3

TenantTraining EventsTraining opportunities for residents have beenimplemented throughout the year, including newcourses offered in Basic First Aid, Basic Food Hygieneand Basic IT skills.

Impact: All sessions for Basic First Aid and BasicFood Hygiene have been fully allocated, teachingindividual residents new skills.

333

Recruitment and SelectionA trained panel of residents who form part of therecruitment and selection policy for front line staff atNew Charter. During the year this pool has grown,with a further six people being trained.

Impact: Adds customer input into recruitment andselection to ensure all newly appointed staffare right for both the organisation and ourcustomers. 333

WelfareWednesdayWith the forthcomingWelfare Reforms New Charterhas worked with residents over the last year toprepare for the changes. This involved a day ofinformation where all front line staff were involved inreaching as many residents as possible to inform onthe changes.

Impact: Over 1000 tenants were reached duringthis consultation and a petition of over 1000signatures was obtained which was taken toParliament.

333

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Care of People Everywhere (COPE)A witness advocacy service to support those goingthrough the Court process. As at 31st March 2011,13 volunteers had been trained to be advocates andhad supported 5 current witnesses.

Impact: Invaluable support and encouragement towitnesses helping them through difficult andchallenging times.

333

Improving servicesMiNTNew Charter HousingTrust is a member of MoneyInformation NetworkTameside (MiNT), a group oflocal agencies working together to help alleviate theeffects of financial exclusion throughoutTameside.The highlight of our year has been securing £780,000from the Big Lottery to provide a financial capabilityproject, Stay MiNTed to 16-24 year old social tenantsinTameside for the next 5 years.New Charter Housing is a local and national beaconfor financial inclusion work.We provide:• free benefits advisers who check benefit entitlement

and help tenants claim benefits - up until March2012 they had helped 288 people claim £567,000which is kept in the local communities;

• free debt advisers who help stabilise lives andprovide solutions to debt problems - up until March2012 they had helped 242 people dealing with£2.3m of debt and kept tenants in their homes;

• money management training to students and staff atAshton Sixth Form College;

• budgeting training sessions to our tenants;• a “Beat the Chill” advice day at the Newton Hub,

bringing advice and information to our tenants;• support for local credit unions as they provide

alternative sources of affordable credit for ourtenants so that they do not have to depend onexpensive doorstep lenders or payday loans.Wehave opened two new Cash Box Credit Unioncollections points at Hattersley and Brushes toencourage people to save and borrow responsibly; a£300 loan from Provident costs £246 and a loan of

£300 from Cash Box costs £19.80 a saving of£226.20

By helping tenants to maintain their tenancies we save£6000 on each avoided evictionHelping tenants to be aware of their moneymanagement skills cannot be readily quantified butknowing who to pay first and making good use ofmoney certainly helps to stabilise lives, families andneighbourhoods. In the coming months of welfarereform and a deepening economic recession moneyskills will be at a premium.

Impact: We are making a hugh impact:• On our tenants’ finances e.g. the 44 people on the

white goods scheme saved on average £330.83 ontheir goods in comparison to a major High Streetvendor

• By helping tenants to maintain their tenancies wesave £6000 on each avoided eviction

• Helping 70 tenants to change their fuel suppliersaved each of them on average £180 per annum, atotal saving of £12,600

• Helping tenants to be aware of their moneymanagement skills cannot be readily quantified butknowing who to pay first and making good use ofmoney certainly helps to stabilise lives, families andneighbourhoods

333

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Grounds Maintenance MonitorsAs at 31st March 2012 there were 26 groundsmaintenance monitors based acrossTameside whoregularly complete monitoring forms to report on thestandard of grounds maintenance.

Impact:The work of the monitors assists theGrounds Maintenance Manager to highlight areas forimprovement and to establish training requirementsfor the GreenCharter team.

333

TheTenants PanelThe Panel have met consistently throughout the yearto monitor Resident Involvement across the companyand have recently commenced the monitoring of theConsumer Standards as set by theTenant ServicesAuthority.

Impact: It is envisaged that the findings of theTenants Panel will highlight areas of improvementrequired and areas whichTMT can scrutinise.

3

Policies and Procedures PanelNew Charter has consistently consulted with thePolicies and Procedures group in regards to anyreviews or new Policies and Procedures.The panel provides tenants an opportunity to shapepolicies and procedures by making recommendationsto Senior Managers.Some of the policies and procedures residents havereviewed this year are: the Allocations policy,Tenancypolicy and Relationship breakdown.

Impact:The policies and procedures reviewed arenow clear and easy to understand and take intoaccount residents needs.

3

Customer Communications Group(CCG)The group exists to help improve communicationwith customers, from information sent outelectronically, on paper and face to face. During2011/12 the group have been working with New

Charter staff to redesign the quarterly newsletter andthe website.

Impact:The production of clear, concise and easyto read publications of interest to customers andthe launching of a newly designed newsletter whichis easy to navigate and contains relevant up to dateinformation.

333

Local Offers ConsultationDuring 2011/12 we consulted to expand the LocalOffers. The Xtra-factor team reformed to speak againto tenants to find out your priorities for yourneighbourhoods. Each of the Local Offers ismonitored and reported to theTenants Panel.

Impact:The introduction of the 11 Local Offersacross your estates is improving services andextending choice for customers.

333

Community DevelopmentTenant and Resident AssociationsThis year has seen the development of three newconstituted Resident Associations. All groups workfor the benefit of their communities to improve theirestates and community cohesion and sustainability.The Resident InvolvementTeam at New Chartersupport all groups to help make a positive impact ontheir communities. Each group differs in regards totheir aims and objectives. This year, as well as workingto improve service standards in their areas, groupshave also completed planting days, social events,lantern parades, craft workshops, clean up days and anumber have undertaken major projects such ascreating greenhouses and community gardens.

Impact: Resident Associations impact on bothcommunities and individuals, improving services,improving the environmental aspects of estates andimproving social interaction for individuals.

333

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InBloomThis year we had16 entries to InBloom improving theappearance of estates and creating a community spiritacross age groups.Hundreds of residents join in the project to improvetheir neighbourhoods by planting, weeding, grasscutting, painting fencing and preparing their estates forjudging day.

Impact: Bringing communities together andimproving the environmental aspect of estates.

333

YouthTeamThe introduction of the youth team at New Charterhas given opportunity for young people to getinvolved to a greater extent than ever before. Theteam have continued the Dreamscheme activity andhave engaged in excess of 700 young peoplethroughout the year in structured sessions andspecific projects.

Impact: Further interaction of young peoplewithin communities.

333

Tatton Park ProjectNew Charter together with our Dreamscheme youngpeople again took part in theTatton Park GardenShow. This year the entry won a Merit Award in the‘show feature’ category.

Impact: Gained National recognition for workundertaken by New Charter, together with ourDreamscheme young people, again promoting youthinvolvement across communities.

333

Lantern paradesOur Residents Associations held more lanternparades than ever before this year, bringingcommunities together to create an open event foreveryone to enjoy.

Impact: Brings communities together andpromotes neighbourhoods in a positive light.

333

Great OpportunitiesA range of opportunities to help residents back intowork, delivered by the Regeneration team. During2011/12 New Charter have taken 11 apprenticeshipsand 79 work experience placements.

Impact: Assisted a number of residents back intowork or given them vital work experience to helpthe process into work.

333

Incentive Community ChestThe Incentive scheme invites groups or individuals toapply for up to £1000 to support initiatives thatimprove the area and benefit the community. Eachapplication is considered by a panel consisting of bothresidents and New Charter staff.17 projects have benefited from the Incentive schemethis year, including many sporting initiatives,improvements to a Mosque ceiling and a dads and kidsclub.

Impact: Over £15,000 has been awarded forcommunity projects which will benefit thecommunity.

333

ConclusionResident Involvement activities throughout 2011/12have been extremely successful. Residents have hadsubstantial influence over the way services areprovided and adhered to and the impact is clearlyevident.

Getting involvedIf you are interested in getting involved in any of theprojects, panels or initiatives detailed within thisreport please contact the Resident InvolvementTeamon 0161 331 2000 or [email protected]

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Cavendish 249, Cavendish Street,Ashton-under-Lyne, OL6 7ATTel: 0161 331 2000 Fax: 0161 331 2001 Email: [email protected] www.newcharter.co.uk

Part of the New Charter HousingTrust Group

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