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 100.6% Yorkhill 98.0% Glasgow West 100.2% Partick 100.2% Maryhill 99.6% Queens Cross 101.3% Scottish Average 99.4% 90 92 94 96 98 100
We are the 2nd best performing landlord
ANNUAL REPORT 2017-2018 7 Rent Arrears as a % of Rent Due
Although we have the lowest arrears levels when compared Charing Scottish to the other local landlords and Cross Average are considerably lower than the Scottish average, our arrears % % figure at 31/3/18 was higher 2.07 5.2 than the previous year.
Rent Lost Due to Properties being Void
Charing Cross 0.3% Yorkhill 0.3% Glasgow West 0.3% Partick 0.3% Maryhill 0.4% Queens Cross 1.2% Scottish Average 0.7% 0.0 0.5 1.0 1.5 2.0 2.5
We maintained our high performance in minimising the time our properties are empty.
The Road Ahead
➤➤ Engage with our tenants to identify their priorities that would make their rent value for money ➤➤ Concentrate resources on collecting rent and supporting tenants through the transition to Universal Credit ➤➤ Keep rent and service charges as low as possible to ensure affordability
8 ANNUAL REPORT 2017-2018 INVESTMENT IN YOUR HOMES
One of the key objectives of the Association is to provide safe, comfortable and affordable housing. Unfortunately, one of the drawbacks of having traditional, tenemental properties is the cost of maintaining these. As a result, the upkeep, repair and improvement of our stock is one of the highest areas of expenditure for the Association In addition, complying with the Scottish Housing Quality Standards (SHQS) and Energy Efficiency Standards for Social Housing (EESSH) has demanded a considerable investment in many of our properties. Repairs & Maintenance Spend 2017/18
CATEGORY SPEND Reactive (Day to Day) Repairs 347,061 Void Repairs 107,254 Cyclical Maintenance Programme 162,842 Component Replacement 182,111 Medical Adaptations (paid through Grant from Scottish Government) 23,141 TOTAL INVESTMENT IN STOCK £822,409
Key Points & Achievements ➤➤ The Association carried ➤➤ A total of 494 ➤➤ We charged tenants out on average 4 properties got works £6,535 in rechargeable repairs per property done to fully comply repairs due to wilful with SHQS and/ damage to their home ➤➤ £14,361 was spent on or EESSH, costing installing new kitchens ➤➤ We carried out 9 (this included in 3 properties £106,641 medical adaptations to annual checks as well assist tenants in their ➤➤ 2 homes got new as improvement works) bathrooms at a total home cost of £1,822 OUR REPAIRS & MAINTENANCE REPORT CARD % of Tenants Satisfied with the Repairs Service
Charing Cross 92.3% Yorkhill 96.7% Glasgow West 79.6% Partick 90.7% Maryhill 75.6% Queens Cross 94.6% Scottish Average 92.1% 50 60 70 80 90 100
We have made improvements in the level of satisfaction with the repairs service from last year and we now have the 3rd highest levels amongst local landlords.
ANNUAL REPORT 2017-2018 9 Average Time to Complete Repairs
Emergency Non - We maintained our performance Emergency in the time it takes us to carry out Charing Cross 1.8 hours 3.1 days emergency repairs. Yorkhill 1.5 hours 2.9 days BUT, the time average time to carry out other repairs has risen Glasgow West 3.5 hours 4.2 days slightly from 2.7 days last year Partick 1.5 hours 4.2 days However, our response times Maryhill 2.2 hours 7.4 days remain well above the Scottish Queens Cross 1.7 hours 3.0 days average and comparable with our neighbouring landlords. Scottish Average 4.0 hours 6.4 days
% of Repairs Completed ‘Right First Time’ Charing Cross 97.2% We have high Yorkhill 98.4% expectations Glasgow West 93.7% from our contractors Partick 97.0% and we continue to Maryhill 82.3% work with them to Queens Cross 97.8% ensure we retain our Scottish Average 92.2% high performance. 80 85 90 95 100
% Properties Meeting Scottish Standards 100% of the gas safety SHQS EESSH checks due were carried out by the anniversary Charing Cross 87.4% 72.2% date. Scottish Average 94.2% 79.9%
Many of the properties not complying with SHQS The Road Ahead are classed as being in abeyance. ➤➤ Continue to deliver the programme of works to ensure our properties comply with Medical Adaptations SHQS and EESSH % Applications Average Time to ➤➤ Review our planned and Completed Complete cyclical programmes to ensure compliance ➤➤ Liaise with Glasgow City Council Charing Charing Planning Department on Cross Cross restrictive regulations 98.4 days ➤➤ Ensure value for money through 50 our Procurement policies and Scottish Scottish Average 84.3 Average 51.3 processes ➤➤ Review our procedures for carrying out medical Although we are below the Scottish Average in adaptations both measurements, many of the applications were ➤➤ Lobby for more grant for received after the grant allowance had been used. medical adaptations if possible
10 ANNUAL REPORT 2017-2018 ACCESS TO OUR HOUSES
Like many Housing Associations, the via just one on-line application. However, number of households on our waiting list in common with many of the other for housing far exceeds the number of Associations involved in the pilot, we quickly properties that are available. Despite this, we became overwhelmed with the number continue to receive new applications from of applications we were receiving and the people in housing need. demands this placed on our resources. As a result, the register has been temporarily During the year the Association in suspended to allow improvements to the partnership with Glasgow City Council IT systems and the information being and a number of other social landlords given to applicants. Hopefully when the launched the pilot of the North West register is relaunched it will provide what Glasgow Housing Register. The aim of the it was intended to – a quick, easy and fair register was to assist people looking for application process for applicants. housing to apply to a number of landlords
DEMAND FOR OUR HOUSES 2017/18 2016/17
New Applications Added to Waiting List 794 364
Section 5 Referrals 21 23
Total on Waiting Lists 1630 974
1apt 2apt 3apt 4apt 5apt 6apt 7apt 217 713 384 225 68 17 6
Allocations Made Total - 33
1apt 2apt 3apt 4apt 3 22 6 2
Source of Allocation Internal Waiting List Section 5 Applicants Applicants Referrals 7 15 11
ANNUAL REPORT 2017-2018 11 Equality of Access
White Ethnic Background White Scottish/Irish/ Any Other White Other British Background
Waiting List 617 369 Total 986 Allocations Total Made 14 2 16 Tenants 191 100 Total 291
Asian Ethnic Indian Pakistani Bangladeshi Chinese Other Background
Waiting List 31 142 7 17 52 Total 249 Allocations Total 8 Made 6 1 1 Tenants 15 104 3 27 17 Total 166
Black Ethnic Background Caribbean African Other
Waiting List 4 67 21 Total 92 Allocations 3 Total 3 Made Tenants 1 10 3 Total 14
Other Ethnic Background Other Ethnic Unknown Ethnic Background Background
Waiting List 214 59 Total 273 Allocations Total Made 5 5 Tenants 38 4 Total 42
12 ANNUAL REPORT 2017-2018 OUR ALLOCATIONS REPORT CARD % Lettable Houses that became vacant
Charing Cross 6.4 Yorkhill 5.0 Glasgow West 8.6 Partick 5.7 Maryhill 9.4 Queens Cross 10.7 Scottish Average 8.6 2 4 6 8 10 12
Time to Re-Let Void Properties (days) Other Compared to the other local Charing Cross 11.8 associations, Yorkhill 20.8 Charing Cross Glasgow West 14.0 Housing Association was the second quickest in Partick 17.3 re-letting our properties. Maryhill 10.3 Our re-let time is almost Queens Cross 27.0 3 times faster than the Scottish Average 30.7 Scottish average. 0 10 20 30 40
% of Offers Refused 2016/17 2017/18 Other Charing Cross 16.4 31.6
NEEDS Our rate of refusals has almost doubled since last year. This was primarily due WORK to multiple refusals for 3 properties in the same high amenity block.
% of New Tenancies Sustained for more than 1 year 2016/17 2017/18
Charing Cross 84.4 85.7 88.7 Scottish Average
NEEDS Although we have improved on this during the year, we are below the WORK Scottish Average.
The Road Ahead ➤➤ Work with applicants to identify ➤➤ Review our procedures to improve on reasons for refusals our re-let times ➤➤ Comprehensive review of the ➤➤ Assist our existing tenants to move to Allocations Policy properties that meet their needs where ➤➤ Continue to work with partners on appropriate the Glasgow Housing Register with ➤➤ Develop pre-tenancy information and objective of providing a better service advice to support informed decisions to applicants by applicants ➤➤ A full review of our waiting lists ➤➤ Review sign-up process and information
ANNUAL REPORT 2017-2018 13 OUR FACTORING SERVICE
We recognise that we have a responsibility assisting and supporting them to maintain to work with all our residents and to their buildings and the external environment. contribute to our communities. We also have The Factoring service we offer our owners a commitment to retaining the historical continues to be in high demand and during tenemental buildings and recognised ‘look’ last year we successfully worked with many of the West End of Glasgow. Part of this of our owners on a number of major and commitment is working with both owner complex repair projects. occupiers and commercial owners and
Owners Buildings
Number Factored as at 31/3/17 910 123 Number Removed from Service 15 2 Number of Successful Applications 16 2 Number Factored as at 31/3/18 911 123
FACTORING INVOICE 2017 - 2018
TOTAL £ Factoring Charges 2017/18 608,207 Income from Management Charge 124,212 Arrears Outstanding as at 31/3/18 19,586 Glasgow City Council Grants Paid to Owners 129,327 Factoring Agreements in Place 668
THANK FOR YOUR PROMPT PAYMENT
Key Points & Achievements
➤➤ Installation of new IT system to streamline service and issuing invoices ➤➤ Assisted owners to apply for grants ➤➤ Updated and issued written statements to all factored owners
14 ANNUAL REPORT 2017-2018 FACTORING SERVICE REPORT CARD
Average Management Fee (£)
Charing Cross £147.40 Yorkhill £149.43 Glasgow West £121.79 Partick £153.75 Maryhill £135.00 Queens Cross £117.47 Scottish Average £86.79 60 80 100 120 140 160
% of Owners Satisfied with the Factoring Service
Charing Cross 80.0 Yorkhill 95.7 Glasgow West 64.0 Partick 86.5 Maryhill 44.6 Queens Cross 67.1 Scottish Average 66.2 40 50 60 70 80 90 100
The Road Ahead
➤➤ Full implementation of IT system ➤➤ Rationalise scope of service to maximise use of available resources and value for money ➤➤ Develop clear criteria for assessing applications for services ➤➤ Ongoing assessment of service to ensure income covers costs
ANNUAL REPORT 2017-2018 15 GOVERNANCE & MANAGEMENT
Good governance and management of The full Committee is supported by 2 Sub- the Association’s affairs and finances is Committees, one that looks specifically critical to the future and ongoing success at Technical Services matters and the of the Association and at Charing Cross other that deals with Finance, Audit & we are fortunate to have a dedicated and Personnel issues. knowledgeable governing body. To make sure that they keep their The Management Committee is made up of knowledge and understanding of housing 12 volunteers who meet 11 times a year to issues up-to-date, Committee members consider the key issues and strategies and have a programme of in-house training future direction of the Association. sessions on key topics and new legislation, attend conferences and seminars and attend external training events.
The Management Committee
Tenants of CCHA 5 Factored Owners 3 Other 4
Throughout the year Committee members consider a number of policies that determine how the Association delivers its services and important strategies that shape how the Association will develop as a landlord, factor and employer. Last year the Committee also embarked on a programme of self-assessment exercises that considered if and how the Association was meeting all of its regulatory requirements. Members also wanted reassurance that the Association was well placed and prepared to meet the challenges ahead.
Internal Audits Membership as at last AGM 382 To support the work of the Association and ensure that its service delivery is compliant and meets best practice, The number of people becoming the Association has a programme for stakeholders in the Association has annual Internal Audits that look at the been dropping over the last couple of key activities of the Association. The years and the number of our members report from the Auditors gives details of attending the Annual General Meeting their findings and recommendations on remains low. actions the Association should take to make improvements and/or comply with policies or legislation.
16 ANNUAL REPORT 2017-2018 Number & Level of Area of Activity Audited 2017/18 Level of Assurance Recommendation
Estate Management & Anti-Social REASONABLE 2 - Important Behaviour
Value for Money, Rents & Services Charges SUBSTANTIAL 2 – Routine
Factoring SUBSTANTIAL 1 - Routine
Quality of Housing SUBSTAINTIAL 1 - Routine
Reactive Repairs & Maintenance SUBSTANTIAL 1 – Routine
Gas Safety SUBSTANTIAL None
Key Points & Achievements The Road Ahead
➤➤ The Association’s Chair received a ➤➤ Promotion of membership of the ‘Long Service’ Award in recognition Association of his 25 years on the Management ➤➤ Carrying out an independent Committee governance review ➤ ➤ Committee members and staff ➤➤ Continue with programme of contributed to the development of internal audits the Association’s first Business Plan ➤➤ Promote the work of the ➤ ➤ A comprehensive review of the Management Committee risks facing the Association was carried out ➤➤ Work closely with the Scottish Housing Regulator to address ➤ ➤ Members started the process of issues in order to reduce level of self-assessment against the Scottish engagement Housing Charter Outcomes and Regulatory Standards
ANNUAL REPORT 2017-2018 17 N.B. The levels of satisfaction for the Association are those collated from responses to the last survey carried out in 2016. A full comprehensive satisfaction survey is due to be carried out in 2019 to update the information we have and shape our business planning.
OUR SERVICE DELIVERY REPORT CARD % Tenants Satisfied with:
Overall Management % Anti-Social No. Evictions Service of the Cases Resolved Carried Out Neighbourhood within Target
Charing Cross 87.2% 83.4 50.0 0
Yorkhill 97.4% 83.2 87.5 0
Glasgow West 93.0% 88.0 96.6 41.0
Partick 93.9% 94.2 90.4 28.6
Maryhill 82.8% 84.5 95.9 14.5
Queens Cross 87.8% 85.2 71.2 37.8
Scottish Average 90.5% 88.0 87.9 16.8
The Association’s level of NEEDS Although we have very few NEEDS satisfactions remains amongst WORK anti-social cases reported to us, WORK the lowest in the group and are we need to resolve them much below the Sottish Average quicker
We only ever seek to evict a tenant as a very last resort and we are therefore pleased that last year we managed to work with tenants to resolve any issues that threatened their tenancy
Complaints
% Complaints Responded to within SPSO Timescales
1st Stage 2nd Stage Charing Cross 44.4% Charing Cross 100%
Scottish Average 86.3% NEEDS Scottish Average 83.4% WORK
18 ANNUAL REPORT 2017-2018 Tenant Engagement Good at Keeping Tenants Informed
Charing Cross 87.9% It is important to Yorkhill 93.7% the Association Glasgow West 95.5% that we take every Partick 96.0% opportunity to Maryhill 89.7% put our tenants Queens Cross 87.8% at the very heart of everything we Scottish Average 91.7% do. Unfortunately, 80 85 90 95 100 we have a poor Satisfied with Opportunities to Participate history of positively engaging and Charing Cross 83.9% working with our Yorkhill 89.5% tenants and remain the lowest performer Glasgow West 97.2% in the group as Partick 97.2% well as below the Maryhill 86.3% Scottish average. 86.8% Queens Cross NEEDS Scottish Average 85.9% WORK 80 85 90 95 100 Quality & Standard of the Housing % Satisfied with Standard of % Satisfied with Quality of Home when Moving in their Home
Charing Cross 96.6% Charing Cross 87.2% NEEDS WORK Yorkhill 100.0% Yorkhill 87.4% Glasgow West 98.2% Glasgow West 87.8% Partick 64.6% Partick 95.1% Maryhill 95.0% Maryhill 81.9% NEEDS Queens Cross 87.5% WORK Queens Cross 85.1% Scottish Average 90.2% Scottish Average 87.9% 60 70 80 90 100 60 70 80 90 100
The Road Ahead ➤➤ Carry out a comprehensive tenant satisfaction survey ➤➤ Develop and implement an achievable action plan for promoting and sustaining meaningful engagement with our customers ➤➤ Review our policy and procedures for dealing with anti-social behaviour cases and complaints to ensure timescales are met ➤➤ Further develop the tenancy sustainment service ➤➤ Review our lettable standards ➤➤ Engage with tenants to identify priorities with regards the standard of their homes
ANNUAL REPORT 2017-2018 19 CHARING CROSS HOUSING ASSOCIATION 31 Ashley Street, Glasgow G3 6DR 0141 333 0404 (Tel) [email protected] www.cxha.org.uk
Registered with Scottish Housing Regulator HCB 88 Registered with the Financial Conduct Authority 1805 R(S) Scottish Charity Number SC042842 Property Factor Registered Number PF000225