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Annual Report 2016

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Annual Report 2016 Annual Report 2016 Introduction Our mission To deliver great housing services for thriving neighbourhoods Who we are We are an ambitious organisation set up 10 years ago to improve housing in the borough, currently managing 18,000 homes on behalf of Lewisham Council. We are a not-for-profit housing provider with our own maintenance company and we’re building new homes through a partnership with the local authority. A new management agreement was signed in May 2016 that extends the life of the contract for another ten years. Our board Our management structure Our corporate objectives We have four corporate objectives, these are the main areas that we focus on to deliver great housing services to residents. They are: . Excellent services . Thriving neighbourhoods . Sustainable future . Employer of choice Excellent Services We want our customers to experience great service at all times. To do this we spend time listening to residents and responding to their needs so we can keep on improving. More services online We’re continuing to make more services available online, so residents can access them anytime, anywhere. Residents can: . Book a repair appointment . Check the progress of a repair . See when planned maintenance is due for their home or estate . Give us feedback in forums and polls . Check account balance online and by text Over 1900 residents with an online account Ola Hindley attends our Digital Hub on a Thursday “I never thought I’d be able to do the things that I can do now. I can email, browse the internet, take photos on my phone and even take a selfie! I feel so much more confident, you are never too old to learn new skills.” Find out more about training opportunities here. Better customer care All of our staff have received specialist customer care training to give them the skills and knowledge to give residents a great experience. The training is already making a difference. Improving your repairs We know a good repair service is important to residents, and we work hard to keep improving it. Resident Danny Gill had a kitchen and bathroom fitted by apprentice Keaton Barry “He’s done a first class job. To say he is an apprentice as well, it’s really good. I’m a former brick layer, so I know a good job from a bad job, and this is superb. The kitchen is fantastic, and the bathroom. The new walk–in shower makes such a difference. I’m pleased to jump in the shower in the morning now, I actually look forward to it.” Tackling antisocial behaviour We revamped our approach to tackling antisocial behaviour including longer hours and a mobile service so we can respond more quickly. Stamping out housing fraud In 2015/16, we’ve recovered 102 properties from illegal occupation to help Lewisham council address the housing shortage. The homes are now going to families in genuine need. We have also achieved: evictions for persistent antisocial behaviour searches in communal areas to remove weapons on our estates in New Cross, Honor Oak, Deptford and Catford search warrants, helping Police to find drugs, guns, ammunition and dangerous dogs within our properties evening patrols to tackle problems including noise nuisance and drug dealing The team patrols hotspot locations every Thursday, Friday and Saturday night till 10pm with the view that prevention is better than cure. You can see live updates from the team on twitter @LH_ASB. Sgt Chris Garfield from the Telegraph Hill, Safer Neighbourhoods team, comments on the new ASB service: “Your ASB service is very positive and the late night service is vital. Invariably a huge number of ASB complaints will arise at this time of day, noise, drunkenness, drugs etc. The Twitter account is great, positive outcomes are posted immediately. This shows the community what you do, how responsive you are and that, like us, you are doing your best to help.” Home Ownership We know we need to improve our services for leaseholders, and we are using your feedback to do this. We still have a long way to go, but we are pleased to see satisfaction significantly increasing in some areas. Improved services . We redesigned the service charge bill so it’s easier for leaseholders to find information and understand. We’ve made it more convenient for leaseholders to check their service charge account balance by text. We launched a secure online shop for leaseholders who wish to purchase documents quickly and securely at a convenient time. Thriving Neighbourhoods Improving your homes We’ve invested £135m to date in improving homes and neighbourhoods across Lewisham. 90% of homes meet the Decent Homes Standard in 2016 All work on kitchens, bathrooms and electrical rewiring is now carried out by our own repairs service. This work is achieving 100% satisfaction compared to 91% satisfaction with contractors. Building new homes Affordable housing is in short supply in Lewisham and creating new homes is crucial to addressing the growing pressure on Lewisham Council’s waiting list. As part of our New Homes, Better Places programme, we have: Working with local residents and the council, there are more developments in the pipeline and we’re on track to deliver 500 new homes by March 2018. See a map of where we are building here. Homes for families in need With a loan from Lewisham Council we have bought 50 properties to provide temporary accommodation to families and prevent local people becoming homeless saving the council £300,000 a year on temporary accommodation. One Sydenham resident housed through this scheme spoke about the impact moving out of emergency accommodation had on her family. "Living in a bed and breakfast with three children was really difficult. Now that we have a home of our own, my children have stability and can go to nursery and school for the first time. They’ve been able to form proper, lasting friendships and we have the space we need. We are all so much happier.” Investing in our community We aim to enable our residents to influence how we shape and deliver services. We are committed to investing in local people, and providing skills and training opportunities to support our residents. We’re proud to be 100% focussed on Lewisham and work with our residents to invest in the things that matter most to you. By numbers 2015/16 Working with the London Metropolitan University We are working in partnership with the London Metropolitan University to deliver a three day course, funded by Lewisham Tenants Fund. It is tailored specifically for our residents and carries five credits towards a degree. The course was developed to give residents a better understanding of housing issues and the work of Lewisham Homes. In total 28 graduates have completed the course so far and some have gone on to: . Study for a Level 3 qualification in Housing . Study for a degree with the Open University . Secure full time employment with housing providers, one at Lewisham Homes . Join our Resident Scrutiny Committee . Successfully apply for our resident board position Angela Okoye, an Improving Housing Services graduate, now works in our Customer Service team: “I learned a lot and it gives you an insight into Lewisham Homes as an organisation and a background into social housing as well. I learned about why it came about and what it is actually there for. Some people just expect it, but it’s about giving housing to people who genuinely need it. The tutors were really good too, they made you really engage with the content. They told us that we should go into our housing office and observe how we’re treated as a tenant, the customer service you get, how long you’re left waiting. When I was on my training here for the Customer Services Advisor role, I was really able to get in the tenants’ mind.” Our Community Fund We work in partnership with contractors and community organisations to support projects across the borough that help local people with: Since 2009 we’ve provided over £200,000 of funding to help residents and support community projects. Here are some of the projects we supported this year…. Evelyn Parents Family Support Scheme This resident led programme delivered 18 days of holiday play activities to nearly 600 children in an area with one of highest levels of deprivation in the borough. These successful schemes have enabled the Evelyn Parents Forum to take on the full management of the Deptford Park Play Club. The scheme also won the award for Best Resident Led Initiative at the National Federation of ALMO’s (NFA) Awards 2016. Somerville Youth and Play Provision Thanks to money from our Community Fund and The Big Lottery Fund, a new state of the art community hub has opened on Somerville Estate. The hub will provide a range of services including employability and careers advice, health workshops and programmes for young people excluded from school. Lewisham Youth Conference 400 young people attended an event to inspire and empower them to take up volunteering, training and employment opportunities, organised by Elevating Success. Andrew Brown, Managing Director of Elevating Success: “Without the money from the community fund, Lewisham Youth Conference 2015 and 2016 would not have been possible. One of the main benefits that has come from the event is the 100 volunteering opportunities for young people aged 13-21 living in Lewisham. The young people said that they are doing good for others and the community, which provides them with a natural sense of accomplishment. Their role as volunteers gave them a sense of pride, and we know the better you feel about yourself, the more likely you are to have a positive view of your life and future goals.” Inspiring activities In July 2015 we launched a new partnership with the Albany in Deptford to open up its inspiring activities to our residents, increasing aspirations, self-esteem and confidence.
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