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Our Journey to Excellence

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Our Journey to Excellence Annual Report 2017-2018 OUR JOURNEY TO EXCELLENCE Our Journey to Excellence Report You can also compare Charing Cross gives you the opportunity to find Housing Association’s performance out what the Association has been with any Scottish social landlord, doing over the past year, what including local authorities, by we have achieved and where we visiting the Scottish Housing recognise that we need to do better. Regulator’s website at www. scottishhousingregulator.gov.uk Our Performance Report Card shows how we performed in key The report also looks at The Road areas last year and compares our Ahead for the Association and the performance against the Scottish priorities it has set for the coming average and that of other landlords year to ensure that it meets its in the area. objectives and targets. CONTENTS Our Journey To Excellence ......................................................................................................3 A Word From The Chair ........................................................................................................... 4 Where It All Began .......................................................................................................................5 What We Own & Manage .........................................................................................................5 Our Finances ....................................................................................................................................6 Income Report Card ............................................................................................................... 7-8 Investment In Your Homes.......................................................................................................9 Our Repairs & Maintenance Report Card .....................................................................10 Access To Our Houses................................................................................................................11 Our Allocations Report Card ................................................................................................ 13 Our Factoring Service ..............................................................................................................14 Factoring Service Report Card ........................................................................................... 15 Governance & Management .................................................................................................16 2 ANNUAL REPORT 2017-2018 OUR JOURNEY TO EXCELLENCE OUR 8 FOUNDATION BLOCKS: “Without a solid foundation, you’ll have trouble creating anything of value” SERVICE FINANCIAL ASSET MAXIMISING DELIVERY MANAGEMENT MANAGEMENT RESOURCES SOUND OUR CONTINUOUS CUSTOMER GOVERNANCE PEOPLE IMPROVEMENT ENGAGEMENT OUR MISSION: To invest in our communities to create a safe, attractive and highly desirable place to live. OUR VISION: C – Caring in our delivery of I – be INNOVATIVE in our service delivery Customer Focused services & INVOLVED in our communities H – Honest and Helpful in our dealings N – seek out NEW OPPORTUNITIES to with customers and partners work with our people and communities A – Approachable and Accountable V – be a VISIBLE and VALUED presence in to our customers our communities and to provide VALUE FOR MONEY in all that we do R – Responsive and Reliable service E – EXPAND our services and our providers and Respectful towards infl uence by ENGAGING with our our customers service users I – Inclusive and ensure equal S – provide SUSTAINABLE SERVICE access to our services IMPROVEMENTS that increase customer SATISFACTION N – Non-judgemental T – develop TEAMWORK both within G – Genuine in our commitment to the organisation between staff and our residents and communities committee and externally with partners and stakeholders X – eXcellent in all that we do ANNUAL REPORT 2017-2018 3 A WORD FROM THE CHAIR As Chair of Charing Cross Housing Association I am delighted to introduce this year’s report aptly called “Our Journey to Excellence”. Having been a member of the Management Committee for over 26 years I have seen a number of changes both in Charing Cross and in the social housing movement and, as Chair, I have supported the Association through some difficult and challenging times. Last year was no different. Although we cannot boast of building The staff and Committee have set a load of new homes or introducing very ambitious and demanding plans a plethora of community initiatives, and standards for themselves and we have still achieved a lot and have the organisation and I would like to continued to provide a high standard take this opportunity to thank both of service in our core activities while staff and Committee members for maintaining some of the lowest rents their hard work and determination in Scotland. This is despite rising costs, to provide only the very best for our reducing public services, reforms to customers. I would also like to thank welfare benefits, introduction of new them for their unwavering support to housing standards and increasing the Association and its future plans demands on the Association’s and ambitions. Without them we resources. could not have achieved all that we have and will not achieve all that we However throughout all of the trials want. and tribulations our customers have remained our priority. We recently We realise that we have some way considered exactly what we do and to go to reach our goals but I know why we do it both as a landlord and that everyone in the organisation is as part of the community which ready, willing and able to take on the resulted in a new mission statement, challenge and I am confident that, vision and set of values for the together, we will be successful on Our Association. Not only do these Journey to Excellence. reaffirm our commitment to our customers and community but along with our 8 key priorities and areas of activity form the ‘foundation blocks’ Najam Khan of all our strategic and business Chair planning. 4 ANNUAL REPORT 2017-2018 WHERE IT ALL BEGAN Charing Cross Housing Association on gap sites in and around the area. was established in 1976 and operates It is committed to maintaining and mainly in the Woodlands and Garnethill improving not only its own stock, but areas of Glasgow. The Association was to work with home owners and local formed in response to the disrepair businesses to ensure the area remains of the tenement stock in the area and a vibrant, attractive place to live, work initially concentrated on carrying out a and visit. It has therefore developed and number of comprehensive improvement expanded its factoring service to assist schemes to bring the properties up and support owners to maintain the to standard. From the late 1980s the external structure and appearance of the Association provided additional housing buildings. by completing new build developments WHAT WE OWN & MANAGE 911 459 factored mainstream rented 57 high 15 amenity shared ownership 5 leased AGE OF Key Points PROPERTIES ➤ Introduction of strategy to consolidate and NUMBER DATE rationalise the stock by the disposal of a few OF UNITS BUILT uneconomic properties (the Association’s Stock Disposal Strategy is available from the office) 326 Pre - 1919 ➤ 1 property that had been empty for a number of years and was classed as uneconomical to 1983 - bring to habitable standards was sold 168 2002 ➤ The last sale under the Right to Buy legislation was completed 22 Post 2002 ANNUAL REPORT 2017-2018 5 OUR FINANCES INCOME EXPENDITURE Rent Receivable 2,107,424 Reactive Repairs 454,317 Service Charges 176,351 Planned & Cyclical 185,983 Maintenance Grants 60,399 Service Costs 185,170 Interest Received 148 Loan Interest 54,773 Factoring Management 143,131 Management 763,396 Fees & Maintenance Administration Property Sales 141,471 Depreciation 260,847 Insurance Claims 22,679 Factoring 145,866 Commercial Properties 31,370 Other 36,415 Other 2,622 TOTAL INCOME 2,685,595 TOTAL EXPENDITURE 2,086,767 Average Management Costs Per Unit 2016/17 2017/18 Charing Cross 1,544 1,432 Average Repair Costs per Unit 2016/17 2017/18 Charing Cross 901 852 Average Debt per Unit 2016/17 2017/18 Charing Cross 3,901 3,719 Key Points & Achievements ➤ We made an operating surplus of £511,982 in the year ➤ Cumulative reserves were £10,924,332 at the end of the financial year ➤ The value of the properties owned by the Association was £13,140,289 ➤ We paid back £107,097 towards our loans ➤ £146,311 was paid towards the pension’s deficit ➤ The Association complied with all of its loan requirements (covenants) 6 ANNUAL REPORT 2017-2018 INCOME REPORT CARD Average Weekly Rents Charged 1apt 2apt 3 apt 4 apt 5 apt Charing Cross HA 62.98 68.90 75.23 83.13 88.33 Yorkhill HA 59.21 69.29 78.74 89.71 91.50 Glasgow West HA 62.93 77.88 85.68 96.31 103.04 Partick HA 61.49 72.70 80.96 92.62 100.51 Maryhill HA 60.04 72.21 75.14 81.73 93.44 Queens Cross HA 66.19 75.03 78.62 87.22 99.10 Scottish Average 67.44 73.33 74.94 81.37 90.39 For virtually all sizes of properties we have the lowest rents charged by Associations in the area as well as being below the average rents charged by social landlords in Scotland % of Tenants Surveyed that felt their Rent Represented Good Value for Money Charing Cross 73.8% Yorkhill 91.6% Glasgow West 82.8% Partick 91.1% Maryhill 82.6% Queens Cross 73.8% Scottish Average 83.2% 50 60 70 80 90 100 NEEDS We have the lowest satisfaction rate WORK Rent Collected (this includes rent due plus rent arrears from previous year) Charing Cross
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