Annual Report 2012/13

www.havering.gov.uk Contents

Welcome to our Annual Report 2012/13 3

Our Living Ambition for a better quality of life 4

Environment to ensure a clean, safe and green borough 5

Learning to champion education and learning for all 8

Towns and Communities to provide economic, social and cultural opportunities in thriving towns and villages 11

Individuals to value and enhance the lives of our residents 14

Value Getting Information in your language or another format to deliver high customer This is Havering Council’s Annual Report 2012/13 which outlines the key satisfaction and a stable achievements and progress made towards delivering the Council’s vision Council Tax 19 and corporate goals during the year. If you would like to get this document Our Finances 21 in your language or in another format (large print, Braille, audiotape or easy read), please contact the Corporate Policy and Partnerships Team at Our Performance 23 [email protected] or on 01708 434343.

2 2 | | Havering’sHavering’s Annual Annual Report Report 2012-13 2012-13 Welcome to our Annual Report 2012/13

Cllr Michael White, Cheryl Coppell, Leader of the Council Chief Executive 2012/13 has been another Drapers Academy, marking a milestone Our success has been recognised challenging year for Havering. in the regeneration of Harold Hill. A over the last year through a clutch of Against a backdrop of organisational number of important new projects industry awards as well as independent change and financial challenge, we have been launched this year including assessments by Investors in People have continued to deliver a number Active Living, a partnership project that (IiP) and the LGA through a ‘peer of innovative projects and further aims to get older people to socialise, challenge’. The Peer Challenge improve services for our residents. remain fit and healthy, get more Report, provided by the LGA and other involved in their local community and members of the peer team, including In October we welcomed Homes in have someone to turn to for a chat, Senior Officers and Members from Havering, responsible for managing advice or help around the home. other Local Authorities, stated ‘The Council homes, back into the Council London Borough of Havering has made and in April the Public Health Team As well as delivering these exciting significant progress in recent years and were transferred to the organisation. projects the Council has been working the Council is rightly proud of what has These changes have provided further hard to protect frontline services been achieved.’ opportunities to integrate work by reviewing back office functions programmes and provide a more and making savings wherever The Annual Report 2012/13 highlights holistic and seamless service to our possible. Through our transformation some key examples of the work customers. programme, we have invested in new we have been doing over the past technology, introduced new ways 12 months and through these As well as considerable change, the of working and made it easier for achievements, the progress we have last year has also been a time of customers to access Council services made towards achieving our goals and continued achievement – from the online and via the telephone. These ultimately our vision: a better quality of incredibly successful Cleaner Havering changes are all aimed at improving life for residents now and in the future. Campaign which has made some services whilst delivering efficiencies. real improvements to the Borough And it’s working - we are on track to based on resident feedback, to new deliver £40 million of savings by 2014, educational facilities including the without a significant impact to Avelon Road Centre which provides day frontline services. opportunities for Adults with learning disabilities, and the new buildings at Havering’s Annual Report 2012-13 | 3 Our Living Ambition for a better quality of life The London Borough of Havering is We will deliver a better quality of life in Havering by aiming for five goals: situated in the North East of London and is home to 237,000 people, Since we launched our Living Ambition including the highest proportion of in 2008, Government action to cut older people in London. At around the deficit has meant councils have 40 square miles, it is the third largest much less money to spend, and as a borough in Greater London, covering result the relationship between public some 43 square miles. Romford is services and local communities has the Borough’s largest town and other changed. urban centres include Hornchurch, Upminster and Rainham. The Borough In response to this, the Council is mainly characterised by suburban launched a wide-ranging development with large areas of Environment Towns & Communities transformation programme to deliver protected open space and more than to ensure a clean, safe and green to provide economic, social and the Living Ambition vision in a more half the Borough is designated as Borough cultural opportunities in thriving towns efficient and focused way whilst greenbelt land. and villages remaining fair to the people who rely on the Council for support. A breadth of data, information and research about the Borough can be The Council has now started to found on our Data Intelligence Hub at look towards 2018 and how the www.haveringdata.net organisation may need to change in the future to meet resident needs in In 2008 the Council launched our light of further projected funding cuts Living Ambition, a long-term vision to from Central Government. Through improve still further the quality of life careful strategic planning we will enjoyed by Havering residents. continue to review how we deliver services whilst ensuring the best The vision is that: Learning Individuals outcomes for local people. to champion education and learning to value and enhance the lives of our “Havering residents enjoy the highest for all residents The activities the Council is undertaking possible quality of life, in a Borough to achieve our Living Ambition and five that thrives on its links to the heart goals are outlined in our Corporate Plan of the Capital, without ever losing the 2013/14 which is being used to deliver natural environment, historic identity our priorities for the Borough over the and local way of life that makes next year. This Annual Report sets out Havering unique.” our key achievements and activities that have taken place in 2012/13.

Value to deliver high customer satisfaction 4 | Havering’s Annual Report 2012-13 and a stable Council Tax Environment to ensure a clean, safe and green borough

Working with our partners, the Dog Watch Scheme Community Clean-up Events Other initiatives as part of the Cleaner Council has made great progress in Havering Campaign include: making the Borough an even more Residents told us that one of their As part of the Cleaner Havering pleasant and safe place to live, work biggest concerns was dog mess and, Campaign the Council is encouraging • Around 100 new bins have been and visit this year by listening to our in response, the Dog Watch Scheme local residents to carry out community placed in locations around the residents and addressing their key was launched at the Havering Show clean-ups. In April, members of the Borough to further encourage priorities and concerns. 2013 as part of the Cleaner Havering Briar Residents’ Action Group (BRAG), people to bin their rubbish and not Campaign. Through this scheme in Harold Hill, along with Council staff drop it on the ground. residents are encouraged to report and McDonald’s employees, braved repeat dog mess offenders by filling in snow showers to litter pick in their local • 16 ‘Ghost Buster’ style back- an online form on the Council website. roads. Various other community clean- mounted vacuum cleaners and The Council has also teamed up with ups have been taking place across four ‘wheel bin’ type cleaning Asda to reward residents who take the borough, including one at Tweed machines have been purchased to pride in the Borough– Council staff who Way Hall in April, where 28 volunteers pick up broken glass, drink cans and spot someone that cleans up after helped clear the garden and grounds cigarette butts in places such as their pet or picks up litter are entered of the Hall and in June, more than 30 parks and children’s playgrounds, Cleaner Havering Campaign into a monthly prize draw, with a £50 members of the community helped to where our cleaning vehicles cannot Asda voucher as first prize and a food clean up Crow Lane in Romford. reach. In Spring 2012, the Council undertook hamper as the second prize. Free the Spring Clean Survey, which asked pooper scoopers are also available to • New street lights and benches have residents what more could be done to all residents and staff from the Town been installed and flower and tree make the Borough cleaner and tidier. Hall reception. planting schemes have been carried The main issues identified through the out across the Borough including survey were dog mess, general litter in Romford, Rainham, Harold Hill, and petty vandalism. There was also TCH SC Hornchurch and Upminster. widespread support for more seating A H in parks and town centres, more trees More initiatives to improve the W E and plants and improvements in some Borough are planned throughout areas to lighting. Using this feedback, G M 2013, including a major push to reduce

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the Cleaner Havering Campaign was E the amount of litter linked to take- launched. Recently released survey D aways, which residents also cited as results in 2013 show how successful ★ a problem. To find out more about the programme has been: in total 87% R ★ the campaign and how you can do of residents reported their local park E T your bit to help keep the Borough to be clean and tidy (an increase of P I clean, visit www.havering.gov.uk/ 14% points from 2012) and 78% of O T cleanerhavering residents said that their local streets R are clean and tidy (an increase of 4% points from 2012).

Havering’s Annual Report 2012-13 | 5 Environment Improving Energy Efficiency at risk of fuel poverty, and finding it helping ex-offenders re-integrate into awareness of issues such as domestic difficult to afford their energy bills. the community, is just one example of violence, drug and alcohol abuse, In 2012/13, the Council continued this. The Council leads the IOM Panel sexual health and finance. efforts to reduce the Council’s carbon Working with the Mayor of London’s where statutory and non-statutory footprint and help residents reduce office, we have delivered a scheme agencies in the Borough come together More Environment highlights in their energy bills. where Home Energy Advisors visit to discuss Havering’s Priority Offenders 2012/13: residents to discuss how they can save on a monthly basis in a confidential In five Council office buildings lighting energy in their homes. In 2012/13, environment. • A green ring is to be created around was converted to LED replacements 1,100 home visits were delivered in Romford town centre as part of the which reduce energy use by 65-75%. Havering. Residents can also monitor IOM Havering put together a number Council’s Cleaner Havering Campaign. Lighting in public centres has also been how much energy they are using in of successful projects in 2012/13 to try Trees for Cities is working with the changed to LEDs, including Langtons their homes through energy monitoring and assist re-integration. These include Council to plant 100 new trees around Hall, several libraries and the Public kits, available to loan from five the IOM Fathers Project, an initiative the sides of the Romford Ring Road. Advice & Services Centre (PASC). In Havering libraries. between Havering Council, Havering The plan is also backed by The Big addition, a massive streetlighting Children’s Centres and the London Tree Plant, RE:LEAF (a partnership upgrade programme has been In January, the Council ran its first Probation Services to provide fathers campaign led by the Mayor to protect undertaken and streetsigns, bollards collective energy switching scheme, who are offenders with a parenting the Capital’s trees and encourage and beacons in a number of areas are which enabled residents to group course. It is aimed at combating/ individual Londoners, businesses and now lit by low energy or LEDs lamps. together to gain lower energy prices reducing the offending cycle within the organisations to plant more trees), This has reduced the energy consumed from energy companies. As a result home and promoting a violence free KIA Motors, local people and schools. from these lights by 60%. of this auction, the average saving for and healthy lifestyle for children. The Borough residents, community groups participating residents is around £145 first Pilot has already been completed and businesses had been asked to With energy prices set to rise again off their annual energy bills. and evaluated by both the Race identify the best 100 sites for the trees, this winter, the Council has helped Equality Foundation and Ofsted and which are hardy enough to live along a residents improve the energy efficiency Integrated Offender Management the second pilot, which includes fathers main road and will help support wildlife of their homes by accessing external who have fallen victim to substance and are appropriate to the area. grants for insulation and heating. Over The Council and its partners work hard abuse, started in February 2013. 500 residents benefited from insulation to keep Havering one of the safest • The Council’s work on heritage measures and over 300 residents Broughs in London. Integrated Offender Other projects include the IOM Rent conservation was recently featured received new boilers or heating Management (IOM) a partnership Deposit Scheme which aims to reduce in a Local Government Association systems. Many of these residents were approach to reducing re-offending and re-offending by providing clients with and English Heritage report “Making a stable home in order to allow them the most of your heritage assets: the to re-integrate into society; the IOM future of local historic environment Indicator Value Target for Outturn for Football Project which is designed to services”. The report highlighted 2012/13 2012/13 divert offenders away from crime and the Council’s strategic approach to Greenhouse gas Smaller is better TBC TBC use their time more effectively; and heritage conservation through a emissions from local the IOM Women’s Empowerment Heritage and History Strategy, the authority own estate Programme which aims to empower setting up of a Historic Environment and operations vulnerable women through developing Forum and through the presence of a their independence and raising Lead Member for Culture who is also

6 | Havering’s Annual Report 2012-13 Environment the Borough’s Heritage Champion. The This has involved mediation, • In an effort to reduce doorstep report also mentions the new local diversionary activity for young people crime and deter bogus traders from social history Museum run entirely by and support for victims. operating within Havering, a Bogus Award volunteers and the Local Studies and Callers Working Group has been set Family History Centre which conserves • In 2012/13, the Domestic Violence up through the Havering Community Success and makes accessible all of the Forum developed and implemented Safety Partnership. The group tackles Borough’s important historical records. the Violence against Women and Girls the existing and potential problems of action plan, a key part of which was bogus callers identified within Havering, • The Council has maintained its status the embedding of support for victims develops initiatives to reduce incidents as having some of the best parks in in the work of the Council, police and and opportunities for bogus calling the country after eight of them were voluntary sector. The action plan and identifes funding opportunities to In December, myplace, the new awarded the prestigious Green Flag focused on prevention, protection and support projects. In total, 18 Council youth and community centre status for 2013/14. The Green Flag safeguarding and provision of services departments and partners have come in Harold Hill won the Public Award, handed out by environmental to support victims of domestic violence. together to form the group. Sector Sustainability Award by charity, Keep Britain Tidy, is the The Borough also secured White Ribbon the Public Sector Sustainability benchmark national standard for Status following submission of the parks and green spaces in the United plan to the White Ribbon Campaign, Association. The zero-carbon Kingdom. illustrating a commitment to never building is designed to use very commit, condone or remain silent little energy and generate its • The Havering Community Safety about violence against women. own electricity. Partnership (HCSP) has established an Anti-Social Behaviour (ASB) panel • In November, the Domestic Violence to ensure an effective multi agency Forum held a successful conference response to ASB, provide support for which focused on the theme of victims and to take action against safeguarding and was attended by 100 perpetrators. Some of the families Council and partner staff. In addition, experiencing and engaging in ASB are 20 domestic violence support groups among the most troubled families were run in 2012 for women who within the Borough and the panel have or still are experiencing domestic works closely with those families to violence and Havering’s Women’s ensure a joined up response. Aid provided 204 Domestic Violence The partnership achieved a 4% advocacy sessions. The aim of the reduction in ASB in 2012/13. Work sessions was to increase reporting of has also taken place with both victims domestic violence and reduce repeat and perpetrators of ASB to reduce victimisation by empowering the opportunities for repeat victimisation. victim.

Indicator Value Target for Outturn for 2012/13 2012/13 The number of anti- Smaller is better 5,970 5,431 social behaviour incidents reported Havering’s Annual Report 2012-13 | 7 Learning to champion education and learning for all

New facilities and a number of new projects, combined with support for children and parents in light of changes to the school leaving age, are just some of our achievements under the goal of Learning this year.

Providing Primary School Places

In order to respond to a growing demand for Primary School places and to cope with a rising birth rate in the As a result of these consultations, a Borough, a programme to invest in Primary School expansion programme expanding some of Havering’s Primary was put into place. Three schools Schools is underway. The Borough has in the first phase of the expansion seen an increase in Reception class programme will see an extra intake aged children from 1.4% in 2006 to of 15 pupils in the reception year 4.1% in 2012 and further increases are group from September 2013 including Reception to Year 5, across 12 schools. This programme of permanent projected. Harold Court Primary, Scargill Infant These extra places will be ready for expansions, plans for new schools, and and St. Patrick’s Catholic Primary. An the start of the new academic year in the additional temporary increases will As part of the expansion project the additional 30 reception places each is September. In addition, £11.6 million eventually provide 900 extra places Council undertook a series of statutory also planned for Harold Wood Primary, has been approved to fund permanent to ensure that every Havering child consultations with head teachers, Mead Primary, Parsonage Farm expansions at Towers Infant & Junior, requiring a school place for September governing bodies, staff, pupils and local Primary, Pinewood Primary, Rise Park Wykeham, Pinewood, St Patricks, Rise 2013 onwards will get one. The success residents to hear their views about how Infant, Towers Infant and Wykeham Park, Mead, Harold Wood, Parsonage of the expansions has been made to best develop the additional capacity Primary. Farm, Scargill Infant & Junior and possible by the excellent working required. The majority of respondents Harold Court. relationship that the Council has supported the expansion proposals In addition to increasing school places maintained with school Headteachers and on balance agreed that the needs for Reception aged children, there From September 2014, the second and their Governing bodies, who of children without a place at a local has been a demand for more School phase of the expansion programme have worked tirelessly to support and primary school were paramount. places across other year groups. In will commence and will create an accommodate this extra capacity order to ensure that this demand is additional 30 extra places in Rise Park to meet rising demand. We are also met, the Council, with the support and and Towers Junior and 15 extra places working with them to find solutions co-operation of head teachers and at Scargill Junior. that will help improve residents’ their governing bodies, has created an concerns over traffic problems around additional 435 places from Year our schools.

8 | Havering’s Annual Report 2012-13 Learning New Avelon Road Centre In addition to improvements to the More Learning highlights in 2012/13: legislation to raise the participation building, a more people-centred age. The changes mean that from approach has been adopted to provide • 76.4% of our early education and 2013 all young people will continue clients with new opportunities to childcare places are now rated by in education or training until they are further their education and develop OFSTED good or outstanding with 80% 17 and from 2015 this will rise to 18. specific skills and knowledge in of our Primary schools rated as good Young people will not necessarily be preparation for voluntary and paid or better by OFSTED. This is particularly required to stay in school; instead work. Recent success stories include impressive given the more demanding they can choose work based learning, six young men who have gained paid Ofsted Framework and the rising bar of such as an apprenticeship or part employment working at the Avelon performance. time education or training if they Centre. Supported by the ROSE project are employed, self-employed or (Realistic Opportunities for Supported • The performance of primary aged volunteering for more than 20 hours a Employment) and the Community children in Havering continues to week. Learning Disability Team, the men improve. At the end of Key Stage 1 and have said working at the centre has 2 children in Havering are performing • To ensure that school pupils are aware given them confidence, independence significantly above the national of the opportunities available to them, The new Avelon Road Centre (formerly and new skill sets around social average. For Key Stage 1 children this the Council has launched a campaign Nason Waters) in Rainham was and employee relationships. Travel represents the fourth consecutive year called ‘Learn Longer for a Better opened in November as part of a training has been part of their learning of significantly positive attainment and Future’. As part of the campaign a major programme to modernise day programme, which has given the group for Key Stage 2 it represents the third series of roadshows and presentations opportunities for adults with learning greater independence and freedom. consecutive year. have taken place across the Borough disabilities. Consultation with all those to inform parents and students about that would use the centre was carried Opening of Drapers Academy • All 3 and 4 year old children are the changes. A Qualifications Guide out before the changes were made, entitled to a certain amount of free has been put together to provide which saw the amalgamation of The new buildings for Drapers Academy Early Education and Childcare a year. In information, advice and guidance to services with the Western Road day were completed last September Havering, 1.5 million hours of free Early young people, parents and guardians centre and St Bernard’s Day centre. marking a milestone in the Council’s Education and Childcare were taken- on the opportunities available in Harold Hill Ambitions programme, up in 2012/13. From September 2013 Havering. A short video has been As part of the refurbishment, extensive which aims to regenerate the area this will be extended to some two year developed, which is available on the improvements to the building have and improve the quality of life and life old children. However, the Foundation Council’s YouTube site which includes a been carried out, including the chances for residents. Now the £24 Years and Independent Advice Service number of case studies from students removal of walls, creation of new million campus is complete, staff will (FYIS) was ahead of the game this year, in the Borough. rooms, breakout areas, and new be working with the community in providing 280 vulnerable two-year olds flooring throughout. The Centre is Harold Hill to raise pupils’ aspirations with an early childcare placement by • The Council is working with schools now regarded as the central learning and make it a centre for educational March 2013, six months earlier than to identify young people as early disability resource in Havering. Further excellence following its best ever GCSE legally required to do so. as possible that might be at risk of improvements are also planned for the results in 2012. becoming NEET (Not in Education, near future, including the development • The Council and its partners are Employment or Training) at 16 through of an orchard and kitchen garden. working hard to provide advice and the use of a ‘targeting toolkit’. The guidance to young people following Toolkit, which has been provided to

Havering’s Annual Report 2012-13 | 9 Learning schools across the Borough, uses a range • In Summer 2012, young people learnt living, working and studying within the poverty, theatre and the arts and family of risk factors such as school attendance, about how to film, edit and interview Borough and strengthen links between life. The initiative was part of a wider free school meal eligibility, special and about branding as part of HYPE TV the Council and Havering Central Youth project working with the Mayor of London educational needs and whether the child (Havering’s Young People Engaged) at Council. to commemorate the bicentenary of is in care to assess if the child is at a high the myplace centre. They also produced Charles Dickens’ birth. risk of becoming NEET. Schools then work some films, with one called ‘I’m Different’ • The Council teamed-up with The Reading with Prospects, the Information, Advice winning the Best Short Film Award at the Agency to support young people aged • Volunteers in Havering’s libraries helped and Guidance Provider, to agree a range Barbican Framed Film Festival. between 11-19 to develop their passion to deliver a number of educational of early interventions which could include for writing and current social issues initiatives over the last year including study groups, alternative education • A new university technical college will through the Dickens Social Reporters the ‘Summer Reading Challenge’, which provision, motivational workshops or be built at the Centre for Engineering project. Funded by the City Bridge Trust, attracted the participation of 3,678 referrals to specialist services to help and Manufacturing Excellence (CEME) the project encouraged the young children, ‘Peer Support for Computers’, ensure a positive transition post-16. in Rainham, offering academic and people to use various forms of journalism which provided informal support to vocational training to 14 to 19-year-olds, including video, photography and writing, increase confidence with IT and ‘Reading • Last summer the Council launched its in an attempt to address the nationwide to explore topics such as street life, Buddies’, which supported readers of all new Youth Strategy ‘Creating Brighter shortage of engineering talent. The education, school and literacy, crime and ages and abilities in their reading and Futures’, which sets out a new approach new college, called the East London punishment, housing, debt and literacy. to engaging with young people and University Technical College (ELUtec), will supporting the Council, community, take in students from Havering, Barking Indicator Value Target for 2012/13 Outturn for 2012/13 voluntary and business sectors to work and Dagenham, Newham, Redbridge The number of Bigger is better 460 563 more effectively with young people. and Thurrock. Pupils will be required to apprentices recruited in The Strategy sets out a vision ‘to ensure attend wearing business attire rather the Borough that all young people in Havering than school uniforms, and will work an have access to relevant activities and 8.30am-5pm day, to prepare them for the The percentage of 16-19 Smaller is better 5.1% 4.6% opportunities, to assist in the development world of work. The college is due to open year olds (school years of their abilities and to help them make in 2013 and Ford, Network Rail, as well as 12-14) who are not in a successful transition from childhood to University College London, Loughborough education, employment adulthood, and develop the assets that University and the Prospect Learning or training will enable them to become successful, Foundation are all partners of ELUtec. social and safe’. The Strategy also includes the launch of the new Assets Framework • In May, a new Young Leader, Princess which recognises personal qualities such Bright, was elected to work closely with as confidence, team work and creativity Havering Youth Council and ensure the as assets that will help young people views of young people in Havering are achieve what they want to be. Using the represented within the Borough, across Assets Framework, services will encourage London and the rest of the UK. As part young people and others to assess their of her role, Princess will also advise own progress. Councillors on youth issues, work with other bodies to further young people

10 | Havering’s Annual Report 2012-13 Indicator Value Target for 2012/13 Outturn for 2012/13 The percentage Bigger is better 58.4% 58.7%

Towns and Communities of decent Council to provide economic, social and cultural homes The number of Bigger is better 250 487 opportunities in thriving towns and villages affordable homes delivered A number of regeneration schemes homes (as well as an additional attractive affordable homes available It means savings can be achieved and have made significant progress in four homes that were built as a pilot to rent and to buy. The properties a more seamless service for residents 2012/13 and many exciting events scheme prior to commencing the are low-rise in line with residents’ can be delivered. were held across the Borough. In larger programme). A portion of the wishes and local planning policy and addition changes were made to how capital receipt from the sale was are environmentally sustainable with Although the merger meant that more services are delivered to improve used creatively to offer grants to the greater insulation for thermal retention, than 200 staff were transferred to the outcomes for the customer. registered providers to help deliver use of solar panels to reduce energy Council, telephone numbers remain affordable housing obligations. The use and fuel bills and use of rainwater unchanged and staff continue to work The Garage Project Council has also utilised modern butts to store and re-use rainwater. from their offices in Harold Hill and methods of construction in order The houses have been designed in a across the Borough. The focus of the To address the demand for affordable to maximise the speed of delivery way that reduces crime by dealing with new Homes and Housing Service is to family homes in the Borough, a number of the new houses, maximise value trouble spots in consultation with the build on the work already undertaken of previously derelict garage sites have for money for the taxpayer and just Borough’s Secure By Design planning by the ALMO and continue to improve been transformed into affordable as importantly, minimise disruption officer to avoid creating areas that can the quality of life for tenants and housing. The project followed a survey caused by construction. To date, 34 attract problems in the future. leaseholders. of local residents which showed of the 56 garage sites have been support for working with the Council completed, generating 84 new homes. Homes in Havering Join the Council More Towns and Communities to develop positive and long lasting The remaining sites are currently under highlights in 2012/13: solutions to the problems caused by construction and will be completed in In October, the Arms Length derelict Council sites which included stages between now and December Management Organisation (ALMO) • The Council has radically transformed anti-social behaviour, fly-tipping and 2013. ‘Homes in Havering’ re-joined its role in the private housing sector vandalism. the Council following extensive to help disadvantaged people find a This innovative project has delivered a consultation with tenants and rented home and prevent vulnerable In total, 56 garage sites achieved number of benefits including optimising leaseholders. The consultation followed families from losing their homes. The planning consent to deliver 135 new Council assets and providing new and changes to government rules that new Private Housing Solutions Team stated a separate organisation was no (PHST) provides a single access point longer required in order to gain ‘Decent for all private sector housing options Homes’ money from the government. for people who want to rent, buy or stay in the private housing sector by The organisation was merged with the operating as a competitive property existing Housing teams at the Council management service in the same to create a new service called ‘Homes way as commercial enterprise, but and Housing’ which is now responsible also delivering new ways to help and for all aspects of Council Housing. support people who face losing their

The Garage Project: 92 Udall Gardens, before and after Havering’s Annual Report 2012-13 | 11 Towns and Communities home in the private sector. The support Circle Housing Group began work businesses plan their journeys across people, the festival hosts a wide range the team provides ranges from helping on Orchard Village in 2008. The the Capital. of community stalls, information residents find high-quality rental regeneration project, which is due to stands and family activities as well as properties for people on low incomes, be completed in 2016 will see most • In July the Torch Relay went through showcasing some of the areas best finding first-time homes for young of the existing properties demolished the Borough. As a result of careful acts and is aptly suited for young and vulnerable single people as well as and replaced with modern, high quality planning, the convoy of vehicles was old alike. The 2012 festival saw live exploring homelessness prevention low-rise homes. By the end of the able to travel safely along the route acts from across the area take to the measures for people affected by the project 555 new homes will have been and the day was a great success. stage as well as donkey rides, falconry, welfare reforms or those in mortgage built to re-house existing tenants. So Around 150,000 spectators came free dog micro chipping and an ‘It’s a arrears. far the properties have been extremely out to watch the Torch relay in the Knockout’ competition. popular and residents have been borough. queuing up to live there. Recently • A 13-mile extension to the National a one-bedroom flat received 225 • Whilst the Olympic Games might be Cycle Network, running from the north applications. over, the Olympic legacy has lived on of Havering to the River Thames in in Havering. Various initiatives have the south of the Borough, has been • In the build-up to London 2012, the been taking place over the last year officially opened. Funded by the BIG Council worked closely with Transport to keep residents engaged with sport Lottery, Veolia Havering Riverside Trust for London to ensure that traffic would and physical activity and significant and Transport for London, the Council run smoothly on Havering’s roads investment has been made in sporting has been working on the £2 million for the duration of the Olympics. Key facilities for children at Harold Lodge project with sustainable transport routes, which would form the Olympic Park including improving the two play charity Sustrans. The aim of the Route Network Sensitive Roads (ORNS), areas and installing a new skate park. project was to join together areas of were identified well in advance of the The Council has also shown green space in the Borough to form Games. An embargo was placed on commitment to keeping the legacy one long, continuous, fully accessible these roads to ensure that no road alive through building a state of the art public route, stretching from Lower • Orchard Village in Rainham has been works took place during the Olympics leisure facility in Romford. A planning Noke Close at Dagnam Park to the listed as one of the country’s top five and day-to-day management of the application for the new development River Thames in Rainham. The project housing developments by the planning incidents on the road network were was agreed by Havering’s Regulatory has also led to the creation of the minister, Nick Boles. In the magazine closely co-ordinated to ensure there Services Committee in May, marking new ‘Ingrebourne Way’ cycling and ‘Building Design’, Mr Boles described were no significant traffic problems in a major milestone towards building walking route, running close to the the estate as “uplifting, fine, bold and Havering during the Games. the multi-million pound leisure centre, River Ingrebourne through Harold Hill, human”. The scheme was also recently Before the Games commenced, which will house a competition pool Hornchurch, Upminster and Rainham. listed in “the top 50 affordable housing the Council liaised with businesses to and ice rink. developments” by Inside Housing inform them about Olympic activities • In September, the Council held a Magazine. affecting their operations and to offer • The Harold Hill Festival takes place ‘Pedalling into the Past’ cycling event advice about how to prepare for the every year and is a community-run in Hornchurch Country Park which Games period. Havering’s dedicated event which celebrates the lives, focused on cycling to promote smarter Olympics page provided up-to-date residents, charities and organisations travel. transport information on the transport which make up the community of network, to help local residents and Harold Hill. Visited by thousands of

12 | Havering’s Annual Report 2012-13 Towns and Communities

with the youth service at myplace on Building work has started for a new areas to cross the road was part of a regular basis. So far the group has state-of-the-art Rainham library which a Transport for London (TfL) funded worked with the Council to gain funding will include 1,200 square metres of scheme to update the High Street and for a series of free football coaching expanded library facilities, as well as future-proof the town. The Council sessions held during February half retail space, a nursery and 16 new flats is using the investment to make the term, which also provided mentoring built above the new-look library. The shopping environment more appealing opportunities as well as a way to keep project was stalled temporarily due to visitors and encourage businesses to fit in the school holidays. to changes in funding arrangements, grow in the area. but is now on track and the Council • Havering’s Libraries run and/or expects it will be open by spring 2014. • This year’s Christmas celebrations host nearly 3,000 different events The library scheme is a key part of were bigger and better than ever. and activities across their 10 branch the Council’s wide-reaching Rainham Boosted by contributions from the libraries each year, many of which are Compass project to improve the Mayors Outer London Fund, all the run voluntarily by local residents who area and the quality of life for local borough’s main town centres held The event included activities such as want to share their skills and interests. residents. events involving local shopkeepers, cycle polo and a pedal-powered disco. The service hugely values the support businesses and local people, to Non-cycling events were also available, and enthusiasm of the volunteers, who • A further Rainham Compass success celebrate the festive season. The giving people the chance to learn are at the heart of our service and the was the opening of the new one-way largest event was in Romford where bush-craft skills, get a henna tattoo, community. In 2012/13 alone, the system in Rainham Village improving approximately 9,000 local people meet alpacas and see a flypast by the Library Service recorded an incredible traffic flow and providing parking turned out to watch Santa, Postman only airborne Lancaster Bomber in 6,314 hours of volunteer work across directly outside the shops in the Village. Pat and Twist and Pulse turn on the the world. Fantastic feedback on the all branches. This £2 million grant funded scheme Christmas lights event was received, which will help the saw new pavements and street planning of more events in the future. • Havering Libraries have strong furniture and the creation of a new • The Council recognises the partnerships with a number of public space around the War Memorial. importance of Small Businesses in • Since its opening in 2012, myplace voluntary and community groups in The works were complimented by stimulating economic growth and has become a cornerstone of the their locality, and in October 2012 the completion of further shop-front works with the Chamber of Commerce Harold Hill area, providing a place for they joined forces with the local improvements creating a high quality and Federation of Small Businesses to young people to spend time with each volunteer centre, HAVCO, to establish setting for this historic conservation facilitate procurement opportunities other and develop their skills, as well as a ‘Volunteering Information Shop’ in area. and promote the message that we are bringing members of the community Romford Central Library which provides open to their business. In January, the together. One such example was the information about all volunteering • Improvement works in Hornchurch Council started a series of Procurement formation of ‘Piggielot’, a group of opportunities in the Borough and Town Centre, the second largest Town Workshops for small businesses young people who are working with encourages people to get involved. Centre in Havering were completed in that focus specifically on what the the Council, Whilst managed by HAVCO, the desk summer 2013. The £3 million grant public sector is looking for, how the police and is also staffed by volunteers who funded works to open up the high procurement process works and ‘top other partners provide first hand promotion of the street, provide wider pavements, tips’ for writing successful bids. to engage volunteering opportunities on offer. improve traffic flow and provide safer

Havering’s Annual Report 2012-13 | 13 Towns and Communities

The partnership works with small to protection for parkland and wildlife also engage in the same partnership medium enterprises in the broader throughout the park. arrangement. East London area and buyers across all The Council has also received a industry sectors to source and match grant of £1,885,900 from the Heritage • Havering Music Education Hub local suppliers to the purchasing needs Lottery Fund and Big Lottery Fund for formed in August 2012, with Havering of buyers as part of regeneration efforts the restoration of Langtons Gardens Music School as its lead. The Hub is a in the Thames Gateway. East London and Fielder’s Field in Hornchurch and partnership which includes the Queen’s Business Place offers free advice and £250,000 from the Big Lottery Fund to Theatre, Havering Arts Service, the guidance on procurement practice as restore Bedford’s Park Walled Garden, education departments of the London well as a free programme of events which has recently been opened to the Symphony Orchestra and Royal Opera designed to improve competitiveness. public. House and Sound Connections. It has strong links with the London Chamber • In 2013/13 Havering attracted over • In December 2012, Havering Citizens Orchestra, Grand Union Orchestra, £3.6 million of external funding for Advice Bureau (CAB) entered into an Voices Foundation and neighbouring Regeneration Projects across the agreement with Havering’s Trading music services. • In January, a new Business Start-Up borough. Some of the projects include: Standards service to provide consumer Programme was launched in Havering £128,900 development funding from advice, information and education. The delivered in partnership with Kingston Heritage Lottery Fund (HLF) for the project follows the transfer of national Smith LLP. The programme ‘A Winning Restoration of Upminster Windmill, responsibility for consumer advice, Start to Business’ part of the Council’s £900,000 Outer London Funding for information and advocacy to Citizens initiative to promote growth and, in works in Rainham, £1,500,00 Local Advice (backed by local Citizens Advice particular, to develop entrepreneurial Implementation Plan (LIP) funding Bureaux). business start-up activity. Kingston for Hornchurch Major Scheme and Havering CAB is now responsible for Smith LLP will provide the full range £100,000 Veolia North Thames Trust providing consumer advice, consumer of advisory and compliance services funding for Rainham War Memorial. case work in partnership with Trading including one-on-one meetings, Standards, co-ordination of local mentoring sessions, seminars and • Work is underway to improve Raphael provision for consumer education workshops, all of which will be free to Park following a £1.9 million grant and co-operation with trading those entrepreneurs and businesses from the Heritage Lottery Fund, Council standards on the local consumer wishing to be part of the programme. funding and a £200,000 grant from advice partnership. The project has the Veolia Havering Riverside Trust. Due allowed Trading Standards to carry out • In addition, the Council is also part to be completed by Winter 2013, the more enforcement work and has also of East London Business Place, a renovations include improved entrance allowed the CAB to provide a more partnership of private and public sector gates, planted areas, railings, benches, holistic service. The initiative had been organisations led by Canary Wharf walkways and improvements to the recognised as an excellent example plc, East London Business Alliance park lodge which will also have a new of a local response to national policy and London Development Agency. café. In addition, there will be improved and it is hoped that other boroughs will

14 | Havering’s Annual Report 2012-13 Towns and Communities

This year, Havering students performed at the Olympics Orchestra. Award Award Their percussion ensembles performed at the IndigO2; as well as their own Success Success performances, they played with 200 students from ten London boroughs in the première of a specially commissioned piece by Thomas Hewitt-Jones. The Royal Opera House has supported several projects locally The Council scooped national In September, the Council won seven top awards in the prestigious London and led a summer school based on recognition for The Garage in Bloom contest, including two gold and several silver gilts. In one of the Carmen in July, which involved five Project and Consumer Landscape awards, the Borough took first place in the annual competition’s Biodiversity Hubs but over a quarter of participants Project in The Municipal Journal Award category – demonstrating the wide variety of local plants and came from Havering. An Urban music Achievement Awards 2013, wildlife. Contest judges complimented the “clean and tidy” Borough; praised project will start shortly and the Hub which recognise innovation in the hard work of Council staff and residents in looking after highway plant will present a primary vocal conference local government. The Garage beds and schemes, parks and open spaces, and hailed work done to open up with Sound Connections in October. Project was a finalist in in the Rainham Marshes to the public and create a new nature reserve. Community Investor category and the Consumer Landscape The full list of awards won by Havering in the London in Bloom contest Project commended in the Trading includes: Standards and Environmental Health category. London in Bloom Biodiversity Award: first place (won for the second year running)

Large Park of The Year: Bedford’s Park, GOLD

Country Park of The Year: Hornchurch Country Park, GOLD

London City Award: SILVER GILT (Havering has previously reached the Silver position in this category)

Park of The Year: Lodge Farm Park, SILVER GILT

Small Park of The Year: Langtons Gardens, SILVER GILT (Havering won Silver last year)

London in Bloom Allotment Award: Keats Avenue Allotments, Harold Hill, second place.

Havering’s Annual Report 2012-13 | 15 Individuals to value and enhance the lives of our residents Through a number of new projects the Council has made significant progress in enabling adults to be independent for as long as possible and improved services for the Borough’s most vulnerable families and children. The addition of Public Health to the Council has also created new opportunities to improve the health and wellbeing of our residents.

Public Health Joins the Council

In April 2013, Public Health joined the Council and a new Director of Public Health was appointed to lead the service. The move is part of the • Protecting the health of the increasing physical activity in adults or are referred to a specialist) they implementation of the Health and population, especially childhood do provide new opportunities to Social Care Act 2012, which has immunisations; chlamydia screening; • Reducing harm from alcohol misuse work in partnership with other local meant a number of key public health diabetic retinopathy; and ensuring organisations and develop holistic functions have transferred from the NHS commissioners receive the public • Working in partnership to address approaches to improve the health and National Health Service (NHS) to local health advice they need the wider determinants of health, wellbeing of local people. government. including education; employment; • Reducing inequalities in health housing; and crime reduction Public Health has a number of priorities and statutory responsibilities to • Reducing the prevalence of smoking As part of the changes, some improve the health of local people in organisations such as Primary Care Active Living Programme Havering. These include: • Enabling vulnerable people, especially Trusts (PCTs) and Strategic Health those with long-term conditions, to Authorities (SHAs) have been abolished, Havering has the most elderly • Ensuring appropriate access to live independently for longer and new organisations such as Clinical population in London – and the Council sexual health services Commissioning Groups (CCGs) have is determined that the Borough • Early detection of cancer taken their place. remains one of the best places in which to grow old. • Improving the identification and Whist none of the changes will affect support for people with dementia how residents access NHS services (for In March, the Council launched its example, the way that residents book Active Living programme, a partnership • Reducing prevalence of obesity and a GP appointment, get a prescription project with organisations such as Age 16 | Havering’s Annual Report 2012-13 Individuals Concern Havering, HAVCO and Havering • Healthy - expanding the Museum, which aims to get older opportunities to get fit and active, people more involved in their local from gentle exercise classes and community. The project is designed walks, to the provision of free to give residents, aged over 50, the swimming for over 50s at off peak Havering Circle opportunity to have fun, learn new times. skills, take part in social activities and Havering Circle is a make a valued contribution to their • Supported - making sure everyone community based local area. has someone they can turn to for membership organisation a chat, advice or help around the that is open to anyone over Evidence shows that staying active as house. This includes befriending, the age of 50. Made possible we grow older has significant health providing training and support for through the support of the and wellbeing benefits. People who are volunteers to visit isolated people, Council and the Active Living socially active are said to have a 50% and supporting a trustworthy programme, with match less chance of developing dementia handyperson service to carry funded support through and have a significantly reduced out minor household repairs and the Cabinet Office Social chance of having high blood pressure. adaptations for residents. Action Fund, members are supported by a network • Involved - this will provide local of helpers and members people with many more opportunities support each other. to volunteer and get involved in their The Circle also offers its local community. members the chance to enjoy their interests with others, learn As part of Active Living, the Council something new, lead a healthy life and More Individuals highlights in and its partner organisations will be socialise. 2012/13: developing opportunities for older people and co-ordinating existing For the nominal annual fee, • In 2012, the Council and its partners services to ensure their needs are membership includes a monthly established the Multi Agency identified. Opportunities coming up calendar of events and free activities, Safeguarding Hub (MASH) which will include a range of community access to local and reliable practical brings together a variety of agencies volunteering and social activities such help as and when needed, a network into an integrated multi-agency team There are four key strands to the as outings and trips. These all have the of fellow members with a wide variety where they can share intelligence on project: main aim of promoting independence, of interests, discounts for events and vulnerable children, families and adults. choice and wellbeing for Havering’s businesses in the local area, and much Consisting of eight social care staff, two • Social - helping to improve social older people. If you think you could more. The number of members is police officers, three police information opportunities for older adults, help or would benefit from these steadily increasing across the Borough researchers, and two health visitors meeting new people and trying new opportunities, visit www.havering.gov. - for more information visit http://www. along with representatives from activities. uk/activeliving or call 01708 432896. haveringcircle.org.uk/ or call 0800 112 probation services (one day a week), 3990. around 1,400 referrals a month are

Havering’s Annual Report 2012-13 | 17 Individuals now received and it is already proving dignity, safety, independence and and live independently. Some residents successful. By working together and confidence. will also have the option to spend sharing information the team get a some time in temporary residence bigger picture of the situation from the • New ‘Singing for the Brain’ sessions in sheltered housing at Royal Jubilee outset and are able to quickly respond were launched in March 2012 by the Court, which has 15 new reablement to a childs needs more effectively and Council and the Alzheimer’s Society, beds following the conversion of some efficiently. The MASH is also becoming aimed at those suffering with memory empty sheltered units. So far the new well known among GPs and other problems to help build confidence service has delivered cashable savings agencies, who would not necessarily through song. Research shows that of £750,000 per annum and increased have contacted the service before, singing stimulates the brain and contact time by 10%. illustrating how the service has been memory, as well as relieving stress. able to expand its net and reduce the There are currently more than 3,000 • The Council has introduced a new chance of a child slipping through it . people with dementia in Havering sat-nav style service for people and this is expected to reach 4,000 by with dementia. Called ‘On Track’, • Havering Council and Havering 2021. the Havering Telecare Centre based Clinical Commissioning Group (CCG) So far the initiative has been really at Royal Jubilee Court has around set up a new scheme in October successful, with the Romford sessions 40 people using the watch-like GPS 2012 called ‘Help Not Hospital’. Run operating at full capacity each week. enabled device, which monitors a by the British Red Cross, the service Sessions are now being held in wearer’s movements by tracking a works with hospital discharge, health Harold Hill and attendance is steadily signal and quickly locating them if they and community reablement teams climbing. The Council is also working go missing. The devices, which are across the Borough to provide support with the Alzheimer’s society to offer to people following discharge from a new peer support service that will hospital or to prevent them being enable residents who are facing the Indicator Value Target for 2012/13 Outturn for 2012/13 admitted to hospital, leading to life changing challenges posed by The number of Bigger is better 3,600 3,797 speedier discharges, assisting people dementia to share their experiences telecare users in the to remain independent in their homes and help each other. The groups will BoroughIndicator Value Target for 2012/13 Outturn for 2012/13 and freeing up hospital beds. enable people to come together to The proportion of Bigger is better 60% 48.4% offer each other support, information • Those who use the service are and to reduce social isolation. people using social supported according to their assessed care who receive Self needs and this is reviewed and • In November, Family Mosaic began DirectedIndicator Support Value Target for 2012/13 Outturn for 2012/13 monitored on a regular basis. People delivering the Council reablement The percentage of Bigger is better 7% 6.9% are also being encouraged to socialise service. Based in Romford, the adult social care and regain their independence. In new service, called the Havering clients who receive a the longer term it is hoped that the Reablement Team or ‘HaRT’, will reablement service scheme will lead to improved quality provide an intensive short term service and then return of life, reduce health and social care to residents who have left hospital, to within 91 days interventions, increase personal help them get back to their own home requiring an ongoing service

18 | Havering’s Annual Report 2012-13 Individuals part of a wider assistive technologies • In 2012/13, one of the main priorities project, are given to residents following of our Diversity Programme Team an assessment by Social Care staff and was to develop the Council’s new Award have attracted interest from around the Single Equality Scheme (SES). The world after it was featured on the BBC SES is the key overarching strategic Success and tweeted by more than 500,000 document which sets out the Council’s people. Enquiries have been received aims and objectives for achieving from as far away as New Zealand, as and demonstrating compliance with well as closer to home in London. the Equality Act, and for putting into practice the Council’s commitment • An extra care housing scheme was to being fair to all. The new SES builds Havering’s Banking Protocol, completed in March providing 98 new on the achievements of the previous which enables bank staff to extra care homes for people aged over scheme, while being strengthened by tactfully intervene when older 55. The scheme, which is located in an increased focus on 2011 Census and vulnerable customers Squirrels Heath, Gidea Park, was funded demographic, diversity and socio- seek to withdraw unusually by the Homes and Communities economic data analysis, three-month large sums of cash, was Agency and East Thames, who have consultation with key stakeholders shortlisted in the public/private over 30 years’ experience providing from across the local community and partnership category of the housing and support in East London our workforce, and in-depth service Local Government Chronicle and Essex. The development contains plan equality mapping. The 2013- self-contained one and two bedroom 16 SES Action Plan and supporting Awards 2013. Last year, apartments in a secure environment, Appendices can be found on the the scheme, which aims to with flexible support to meet the Council equality and diversity web protect the savings of elderly residents’ care needs. There are also pages. and vulnerable people in the a number of new facilities including a Borough from rogue traders, hairdresser’s salon, guest suite, resident won the best public/private lounge, a restaurant and terrace partnership scheme in the garden. Association of Public Service Excellence Awards, and was highly commended in The Municipal Journal Achievement Awards.

Havering’s Annual Report 2012-13 | 19 Value - to deliver high customer satisfaction and a stable Council Tax Providing efficient and effective working with five other London These changes have meant that with cleaning the streets (57%). This services, whilst maximising Boroughs through a ‘One Oracle’ the Council has been able to focus is re-enforced by the high number of funding for the Borough is central project. Use of this technology is part resources where it really needs them compliments the Council receives each to the Council achieving its goals. of a wider transformation programme and maintain high standards of month about our frontline services: at Havering, which is helping the customer service, despite the cuts to As part of our transformation organisation save £40 million by 2014 budgets. The recent ‘Your Council Your ‘After talking to a member of staff programme, the Council has whilst protecting frontline services like Say’ Survey 2013 showed that just about my Housing and Council Tax been able to cut bureaucracy to libraries. over three quarters (76%) of residents benefit I felt extremely reassured and improve the customer experience agreed that they are satisfied with their I would like thank that person for their whilst also protecting frontline As well as changes to the back office, local area as a place to live and, since professional answers and kindness’ services. the Council has reviewed the ways in the 2011 survey, satisfaction with the which customers access services to majority of frontline services has also ‘I was really impressed with how Transforming the Way We Work make it quicker and easier to contact increased. For example, more than professional the service was’ the Council and make transactions. In response to reductions in Council four fifths of residents reported being As part of the changes, a new Contact ‘I have always found the people in budgets the Council has taken action satisfied with the rubbish collection Centre, Customer Relationship the Public Advice and Service Centre to protect frontline services by (85%), recycling (81%) and library Management (CRM) system and (PASC) very helpful – if they had not reviewing back office functions and services (81%) provided by the Council. website have been developed working taken the time to help me I would not streamlining service delivery. Key Three quarters (75%) of residents were with the London Boroughs of Waltham have been able to get through a very to this has been the introduction of satisfied with parks and green spaces, Forest and Newham. As a result of this difficult time’ Oracle powered technology which and more than half were satisfied partnership working, the Council now has changed business processes and has a three tier model of customer introduced new ways of working, service delivery, with 80% of enquiries rolling out a new self-service approach dealt with at the first point of contact. that reduces bureaucracy, paperwork Our online services have been much and costs, whilst increasing efficiency. improved, with a number of online The technology also empowers staff service request forms now available and managers, giving them the tools for customers on the Apply/Pay/ and management information needed Report pages on the website and work to run their services through a series of is underway to deliver more online ‘dashboards’ on their computer. options for customers in stages, with a Oracle powered technology is full web portal in place by August 2013. already used widely in the private Havering has been one of the first sector and more and more local authorities to make use of other new authorities are starting to use it. The technologies such as iPads, data standardisation means that there are telephony and remote access to more opportunities to share services improve efficiency and support flexible with others and the Council is already working, which reduces running costs and the amount of office floor space required for staff.

20 | Havering’s Annual Report 2012-13 Value More Value highlights in 2012/13: • In October, the Council successfully available in the PASC at six kiosks, retained its Investors in People with staff on hand to help residents • The Council achieved £8.9 million (IiP) award, a quality standard that use them. The PASC also provides the Award in savings in 2012/13 and is on track recognises the best staff management opportunity to speak to an advisor if to deliver the required £40 million by practices. The award is the only quality they wish to do so. Success 2014. This has been achieved whilst standard in the UK which focuses on also agreeing to freeze Council Tax in people and meeting it gives Havering • In response to the Government’s 2013/14 for the fourth year running. not only the opportunity to compare Welfare Reforms, the Council has The Council will continue with the its practices with other organisations put in place a number of initiatives savings programme post 2014 in but also to make sure that our to help residents with the changes. response to further projected funding management practices continue to A Welfare Reform working group has In May, the Council received cuts from 2015/16, finding more cost- develop for the benefit of our staff. been set up to plan how the Council national recognition for effective ways of running the Council Achieving the award shows that can help people affected and a cross- leading the way with our ICT and delivering the best outcomes for despite the volume of change and the service Welfare Reform Advice and Self Service system, Oracle. residents with less money. complex and difficult times the Council Support Team has been established. The Council was one of four is operating in, we are doing our best to The team consists of officers in the organisations shortlisted for • Havering was one of the first provide the right tools, information and Council’s Housing Management Service, Best Use of Information and London Boroughs to undertake a support to maximise the potential of Private Housing Solutions Specialist Analytics at the recent Oracle local government ‘peer challenge’ in our most important asset – the people Advice Team and the Local Citizens UK Customer Service Awards. October. Senior Officers and Members who work here. Advice Bureau. Each case is looked from other local authorities and at individually and the appropriate Havering pioneered the use of Members of the Local Government • The Council marked the 10th financial and employment advice and the technology and was the first Association made up the ‘peer’ anniversary of the Public Advice and support is provided. council in London to introduce team. The group reviewed the Service Centre (PASC) in June 2013. the full Oracle Enterprise Council’s strategic direction, as well Based in Romford Town Centre, the Resource Planning (ERP) as examining its leadership and PASC was introduced by the Council in powered technology to provide financial resilience. It concluded that 2003 with the sole aim of making its a self-service system. the Council’s £40 million four year services more accessible under one savings plan, which was launched in roof for local residents. Over the years 2010, was on track to protect frontline the PASC has updated the way it serves services whilst making the Council residents; access to services is now more efficient in order to meet savings also available on the Council’s website targets. Peers also highlighted how (www.havering.gov.uk) and residents the Council had transformed over the can find information, apply and pay for last few years by adopting new ways services and report issues online, 24 of working, reducing bureaucracy and hours a day, seven days a week. Access using technology innovatively. to the internet and self-service is also

Havering’s Annual Report 2012-13 | 21 • The Council has increasingly used • Under the new Blue Badge Scheme Customer Insight tools to understand which came into force in March, more about our customers’ the Council is now responsible for Award needs, expectations, behaviours administering Blue Badges, which Award and experiences, and used this make it easier for disabled people Success Success information to target our services and to park closer to their destination. communications around the needs of Eligibility is administered through an different customer groups. A core part initial application to the Council, and of this has been the use of customer if appropriate, a mobility assessment segmentation, working with our is carried out by an Occupational commercial partners Experian plc. to Therapist at Council offices. Staff in build an innovative bespoke customer Customer Services have undertaken In January 2013, the Council’s The Council was a Bronze profile for every household in the this new role, with no impact to transformation programme, Award winner in the ‘Council Borough. Recent examples include existing services, and have received ‘Havering 2014’ was shortlisted of the Year’ category at the increasing the number of foster carers, compliments from customers for the in the Business Transformation Improvement and Efficiency telecare and telehealth take-up and way the application process is handled. category at the Local South East (IESE) Awards direct debit payments. Government Chronicle Awards in March, which celebrates for delivering millions of pounds the achievements and • As part of a London Benchmarking in savings without cutting transformation of public Group, the Council was recently rated frontline services. services in difficult times. joint top Borough for the quality of data in Housing Benefit Processing – no errors in Council processes and practices were identified.

22 | Havering’s Annual Report 2012-13 Our Finances Comparison of Havering Council’s formula grant This section provides information from the Council’s 1 to other outer London boroughs Statement of Accounts for 2012/13 . Formula Grant Estimated Population Grant per person A copy of the full Statement of Accounts is scheduled £m £ to be available in late September and will be available Havering 51.353 239,279 215 on the Council’s website. Newham 202.749 238,581 850 Barking & Dagenham 99.013 176,960 560 Redbridge 93.642 276,911 338 Net Cost of Services Bexley 60.513 230,597 262 Bromley 59.636 317,936 188 £30.8m Cultural, Environmental, £55.9m Outer London 1,831 5,033,467 364 Children Regulatory & Planning Services and Education Services £21.5m The amount of formula grant Havering has received in previous years has been significantly Highways, Roads & lower compared to our neighbouring authorities and the London average. The figures relating Transport Services to 2012/13 are set out in the table above. £11.5m Net cost of Other Services The indicators used in apportioning the formula do not reflect the demographics of the £0.5m Borough. In contrast, the amount of grant Havering received through un-ringfenced and Housing £187.1m Services specific grants has been more reflective of the demographics as the data used to allocate this funding is based on actual caseload, population etc.

£66.9m Adult Social Care Services

Public Health joined the Council in April 2013, therefore the organisational finances in 2012/13 do not include this service.

1 Based on draft accounts which are subject to external audit in September. This report will be not be published on the website until the audit is complete and any subsequent changes can be made. Havering’s Annual Report 2012-13 | 23 Cost of Council Services This statement sets out the cost of running Council services in 2012/13. It shows where the money came from to finance the costs and any surplus deficit at the end of the financial year.

£000s £000s £000s Gross expenditure, gross income and net expenditure of continuing Gross Expenditure Gross Income operations Net

Central Services to the Public 10,888 (4,450) 6,438 Cultural, Environmental, Regulatory and Planning Services 43,190 (12,337) 30,853 Children’s and Education Services 205,802 (149,847) 55,955 Highways, Roads and Transport Services 27,019 (5,554) 21,465 Other Housing Services 118,017 (117,501) 516 Local Authority Housing (HRA) 66,938 (66,985) (47) Adult Social Care Services 79,759 (12,855) 66,904 Corporate and Democratic Core 5,461 (270) 5,191 Non-Distributed Costs 1,437 (1,592) (155) Cost of Services 558,511 (371,391) 187,120 Other Operating Expenditure — — 40,844 Financing and Investment Income and Expenditure — — 18,794 Surplus or Deficit on Discontinued Operations — — — Taxation and Non-specific Grant Income — — (218,731) (Surplus) or Deficit on Provision of Services — — 28,027 Surplus or Deficit on Revaluation of Property, Plant and Equipment Assets — — (18,905) Surplus or Deficit on Revaluation of Available for Sale Financial Assets — — — Actuarial Gains / Losses on Pension Assets / Liabilities — — 41,720 Other Comprehensive Income and Expenditure — — 22,815 Total Comprehensive Income and Expenditure — — 50,842

24 | Havering’s Annual Report 2012-13 Our Performance The Council closely monitors its performance throughout the year against the following indicators to inform key decisions and to ensure progress is made towards achieving our Corporate Goals and ultimately our Living Ambition Vision.

Environment to ensure a clean, safe and green borough Strategic Outcome Indicator Value Target for 2012/13 Outturn for 2012/13 Local people more involved in keeping the local environment clean, The percentage of fly posting Smaller is better 1% 0% tidy and safe The number of fly tip incidences Smaller is better 2,704 2,842

The percentage of residents who feel local streets are clean and tidy Bigger is better 74% 78%

The percentage of flyposting remains better than target and the number of fly tip incidences has improved by 4% compared to last year. The 2013 ‘Your Council Your Say’ Survey revealed that 78% of residents said that their local streets are clean and tidy (an increase of 4% points from 2012). This can be largely accredited to the Cleaner Havering Campaign which was aimed at addressing resident priorities to make the Borough a safer and more pleasant place to be. Low rates of crime and the perception of crime The number of residential burglaries reported Smaller is better 1,909 2,101 The number of anti-social behaviour incidents reported Smaller is better 5,970 5,431 The Council works with various partners to keep crime to a minimum in the Borough. The Council and its partners were successful in achieving the target for the number of anti-social behaviour incidents reported. The number of residential burglaries has seen an increase across East London and local authorities are working together to address this for 2013/14. Increased recycling rates and reduced waste and landfill The amount of residual household waste per household Smaller is better 645 kg 640 kg The percentage of household waste sent for reuse, recycling and composting Bigger is better 36% 35% The Council was successful in reducing the amount of residual household waste per household this year. Whilst we were slightly below target for the percentage of household waste sent for reuse, recycling and composting, the service will continue to encourage residents to recycle more and put their waste out for collection in the correct bags. Where there are problems with this, the service will investigate and take the appropriate action. Reduced impact on climate change Greenhouse gas emissions from local authority own estate and operations Smaller is better TBC tonnes TBC tonnes TBC.

Havering’s Annual Report 2012-13 | 25 Our Performance

Learning to champion education and learning for all Strategic Outcome Indicator Value Target for 2012/13 Outturn for 2012/13 First class learning opportunities for children and young people The percentage take up of an Early Education Entitlement placement for 3 Bigger is better 90% 96% and 4 year olds Take up of Early Education Entitlement is 96% for 2012/13, significantly above target. From September, Early Education Entitlement will be extended to some two-year-old children and the Council is already well placed to deliver these extra placements. Council resources focused on schools and pupils who need our The number of schools where fewer than 60% of pupils achieve Level 4 or Smaller is better 0 0 support most above in both Maths and English (2011/12 academic year) (2011/12 academic year) Good education and training opportunities for young people The percentage of 16-19 year olds (school years 12-14) who are not in Smaller is better 5.1% 4.6% education, employment or training The number of apprentices recruited in the borough Bigger is better 460 563 (2011/12 academic year) (2011/12 academic year) Throughout the year the Council has worked with partners to provide advice, guidance and targeted intervention to young people who are not in education, employment or training (NEET) and increase the number of apprentices recruited.

26 | Havering’s Annual Report 2012-13 Our Performance

Towns and Communities to provide economic, social and cultural opportunities in thriving towns and villages Strategic Outcome Indicator Value Target for 2012/13 Outturn for 2012/13 Housing that local people can afford and best use of Council social The number of affordable homes delivered Bigger is better 250 487 housing for those in greatest need The percentage of decent Council homes Bigger is better 58.4% 58.7% As part of the Mayor’s Housing Strategy, the Council aims to deliver 750 new affordable homes by March 2014. In 2012/13 the Council delivered 487 homes, above the 250 target. The Council also has an agreed delivery plan with the Homes and Communities Agency to bring housing up to the Decent Homes Standard, defined as being wind and weather tight, warm and having modern facilities. Again we were above target for this indicator. Increase inward investment and support for local business to The number of businesses accessing advice through regeneration initiatives Bigger is better 600 847 achieve economic growth In 2012/13 the Council provided advice to businesses through a number of channels including business EXPO events, procurement workshops, business start-up workshops and Fit for Legacy diagnostics, which helps medium and small sized businesses take advantage of new market opportunities in the East London and Thames Gateway area. Local people are actively involved in place shaping and the The percentage of residents’ satisfaction with the area as a place to live Bigger is better 76% 76% co-production of services to meet community needs Cohesive communities where people work together to address The proportion of residents who feel that people get on well together within Bigger is better 71% 66% neighbourhood issues their neighbourhood Culture and leisure play a key part in community life and Havering’s The percentage of residents’ satisfaction with library services Bigger is better 82% 81% heritage and history is celebrated The percentage of residents’ who feel their local park is clean and tidy Bigger is better 73% 87%

In 2013, the Council asked residents for their views in the second ‘Your Council Your Say’ Survey. The results from this survey showed that reducing crime and anti-social behaviour and maintaining roads and pavements were top priorities for the Council to address.

Havering’s Annual Report 2012-13 | 27 Our Performance

Individuals to value and enhance the lives of our residents Strategic Outcome Indicator Value Target for 2012/13 Outturn for 2012/13 Holistic and integrated services that are tailored to the needs of the The percentage of placements lasting at least two years Bigger is better 75% 63% individuals or family and targeted at those who most need our help. A very challenging target was set for this indicator and although performance was below target, it has improved significantly since 2011/12 when the outturn was 49%. In 2013/14, the service will continue the drive to recruit more foster carers to increase placement choice and improve processes to increase the number of placements lasting at least two years. Improved choice and control over the health and social care people The percentage of people using social care who receive self-directed support Bigger is better 60% 48.4% receive, including community based support The percentage of residents who give up their time to volunteer Bigger is better N/A 25% The Council works with partners to provide information, advice and services which emphasise greater choice, independence and control. Although we are below target, good progress has been made this year in increasing the number of social care clients who receive self-directed support. The 2013 ‘Your Council Your Say’ survey revealed that 25% of residents that responded give up time to volunteer in their local area. The survey also showed that residents aged 16-24 and 65-74 are most likely to volunteer. Partnership working to ensure access to the best possible health The number of extra care housing within the borough Bigger is better 216 186 and care services The percentage of adult social care clients who receive a reablement service Smaller is better 7% 6.9% and then return within 91 days requiring an ongoing service The number of Careline and Telecare users in the Borough Bigger is better 3,600 3,797 The Council works hard to ensure vulnerable adults remain independent for as long as possible. The number of adults using Careline and Telecare has continued to increase throughout the year and the number of adults who have received a reablement service returning within 91 days is above target.

28 | Havering’s Annual Report 2012-13 Our Performance

Value to deliver high customer satisfaction and a stable Council Tax Strategic Outcome Indicator Value Target for 2012/13 Outturn for 2012/13 High customer satisfaction with the Council The percentage of Council Tax collected Bigger is better 97% 97% The percentage of NNDR collected Bigger is better 97% 96.1% The amount of avoidable contact Smaller is better 8% 4.5% The percentage of residents who feel informed about what the Council does Bigger is better 45% 42% Customer satisfaction is a priority for the Council. The amount of avoidable contact is well below target and at the end of 2012/13, Council Tax collection was at a 6 year high.

Havering’s Annual Report 2012-13 | 29 www.havering.gov.uk

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