Annual Report 2019-20

www.eastendhomes.net Contents Annual Introduction 3 Performance 4 Report Keeping Estates Clean 7 2019-20 Repairs 8 Refurbishing Homes and New Homes 9 Governance and Viability 10 Local Offers 11 Value for Money 13 Summary Accounts 14 Foreword

Dear Residents, As I write, we are approaching the end of an unprecedented summer which has caused major 2019/20 was my final full year on the Board of upheaval for both EastendHomes and our residents. EastendHomes, and my second as Chair. Much has Reluctantly we had to close our offices to the public changed in the past nine years as we have built new for a period, and many staff have been homeworking homes, continued to refurbish the homes and estates – although our dedicated estate services staff have which we took over from Tower Hamlets Council, continued on the frontline, keeping estates clean and moved to a new head office in 2014. This period under new Covid-safe arrangements. I know that has also thrown up its share of challenges, including there have been impacts on some services such as changing Government policies, the Brexit referendum non-emergency repairs during this period and am in 2016, and of course the tragedy at Grenfell Tower. grateful for the way in which residents have responded One thing which has not changed is the commitment to this disruption. We also saw many examples of of our Board to our preferred, and increasingly unique, the community spirit for which the East End is rightly model of providing our services from local offices known, as residents helped each other and looked out based on our estates. During the year we consulted for those who were more vulnerable. widely on an update to our Corporate Plan, including As ever we intend to learn some lessons from this speaking to a number of residents’ groups. This summer, and we remain an ambitious organisation. feedback confirmed the value which our residents You can read within this report about some of our place upon finding it easy and convenient to be able to plans for the future including new homes, while we speak to someone they know, and the benefits of the have agreed an extensive programme of improvement local knowledge which our staff have. I was delighted works to ensure that fire safety in our blocks is the that in September 2019 the Board agreed a new five- best that it can be. I look forward to seeing these year Corporate Plan which reaffirms our support for plans delivered. this model. Maureen McEleney Chair - EastendHomes 2 Introduction 2,243 Social Rent Homes Leasehold Homes EastendHomes remains committed to our longstanding 1,484 model of delivering services from our local offices, located nearby to your homes. Every tenant has a named Housing Officer, and our locally-based staff mean we have a good 60 Private Tenants knowledge and understanding of your home. At the end of 2019/20 we had just over 100 employees. 9 Intermediate Rents Our Vision is:

“To achieve the comprehensive regeneration of our Case Study estates and bring about a sustained improvement In June 2019 EastendHomes, together with in the homes and quality of life for residents”. five other local housing providers, partnered with SportInspired to support young children in improving their wellbeing through sport. The project saw 270 young children attending a festival of sporting activity, with a range of sports such as Our Mission is: volleyball, street dance and karate.

“To provide a local housing service which is The project wasn’t just a one-off and set up 8 new efficient, gives value for money and meets the sports clubs, attended by 139 children. 72% of needs, priorities and aspirations of all residents”. previously inactive children who took part reported improvement in their mental wellbeing. 48% of previously inactive children were still attending their first ever sports club after six months. In all of our actions, we look to keep to our five key Values. The project continues and in 2020 is looking to deliver an adjusted programme to support children, Our Values are: with a recent survey by YoungMinds showing that 83% of young people reported a deterioration in • We value and support resident involvement their mental wellbeing as a result of coronavirus, • We recognise and value the commitment and through social isolation and a loss of routine. hard work by our staff See sportinspired.org for more details • We will always strive to provide the best possible service • We welcome and support diversity and we are committed to equality • We want to improve and succeed in all aspects of our work

On 31 March 2020, EastendHomes managed a total of 3,796 homes, including 2,243 homes let at social rents, 1,484 homes owned by leaseholders, 9 homes let at intermediate rents, and 60 homes let to private tenants. 3 OW? KN U EastendHomes worked O Y with 9 other local landlords PERFORMANCE to organise a Resident D I Training Programme during D 2019/20, with a wide range of During 2019/20 we surveyed our homeowners courses including carrying out and 53.2% were satisfied with EastendHomes DIY repairs; digital training; first overall (54.0% in 2017/18). aid courses; and food safety and hygiene. Some of these courses We last surveyed our tenants in 2018/19, offered a qualification on when 79.2% told us that they were satisfied completion. with EastendHomes’ services overall. We will be surveying our tenants again during Feedback from residents 2020/21. attending the joint events has been positive and At the end of the year, we’d collected 97.9% of we hope to carry out a rent and service charges due (97.6% last year). further programme of courses in The level of rent arrears for our current a safe and tenants at the end of the year was 3.65% accessible way. (3.13% last year). fire risk assessments completed on Unfortunately, 5 tenants were evicted during blocks and areas 2019/20 (up from 3 last year). 2 of these were for rent arrears, and 3 were for other reasons. 201 residents met with our welfare and 67 benefits advisor at 615 appointments. 100% of the programme

100% of properties held a valid gas safety certificate at 31st March 2020 (100% at 31st March 2019). 82.1% 79.2% 5 major adaptations carried out to EastendHomes properties adaptations completed satisfied with overall allowing tenants to stay in their homes, and 34 minor in target services adaptations to make life more comfortable for EastendHomes tenants.

82.1% of adaptations completed in target (74% last year). 67 fire risk assessments were completed for blocks and areas During 2019/20 managed by EastendHomes all those which were due. over 100 more EastendHomes tenants signed up to use our self- D service ‘Do It Online’ features ID How we compare on on the EastendHomes website – Y Gas Safety Certificates and half as many again signed up in O the first few months of 2020/21 as U 100% EEH / Gateway / Southern / the pandemic lockdown took effect. K Spitalfields / Swan / THCH / N If you want to check your rent Tower Hamlets Homes 100 balance, print statements, look up O W One Housing / repairs you’ve requested, and more,

? Poplar HARCA 99.9 visit www.eastendhomes.net and hit the blue ‘Do It Online’ button at Peabody 99.8 the top of the page. A new version, Clarion 99.7 including access for leaseholders to their service charge accounts, is Providence Row 99.8 coming soon. 99% L&Q 99.0 4 OW? U KN PERFORMANCE YO ID EastendHomes introduced D ASB security patrols, working EastendHomes completed 566 phone calls to the members of our in partnership with Swan and Safe & Well scheme. THCH to keep costs down. 145 complaints responded to in full in the year (180 last year); of which During 2019/20 they patrolled our 27 were Stage 2 complaints and 6 were Stage 3 complaints. estates 3 days a week (this has increased to 5 days in 2020/21). 137 complaints were responded to in target – 94.5% (84.5% last year). Our local housing managers constantly speak with the patrol Stage 1 Complaint Themes officers to advise them of problem Case Study areas and receive reports on Repairs 64 what the patrols have found. The operatives can issue ASB warnings – Other 17 During 2019/20 a but they will also pass details to us resident made a formal Capital Works / Regeneration 11 and we will take action if anyone complaint, part of which Staff Conduct 10 living on our estates has been was that the terms of the identified. For serious crimes Parking 7 support package available the patrols can liaise with Anti-Social Behaviour 3 to tenants moving to a the Police but they can Caretaking 3 smaller property were not also give advice on clear enough. In response support agencies such Home Ownership / Service Charges 3 to this, EastendHomes as shelters. Lettings 1 reviewed our approach Resident Involvement 1 and an updated Downsizing Policy was agreed by our Board in Complaints Safe & Well June 2020. responded to Phone Calls How we compare on EastendHomes is committed to learning Complaints responded 145 566 from complaints so 100% Spitalfields / Swan 100 that we can continue to Tower Hamlets Homes 95.7 improve the services we DID deliver. EEH 94.5 Y Providence Row 91.0 OU As a tenant, you K Popular HARCA 88.8 may be eligible for N O L&Q 72.0 grant funding to support W adaptations to help you ? Gateway 70.0 to stay in your home if you Peabody 68.3 develop additional needs. THCH 65.5 We work with LB Tower Hamlets Social Services and can liaise One Housing 57.6 with them on your behalf, Southern 55.0 monitoring the progression of a Disabled Facilities Grant to Notting Hill Genesis 50.0 support adaptations. 20% Clarion 20.0 If you think you may need an adaptation contact your local Housing Centre and we can discuss options. 5 ? During February W and March PERFORMANCE O EastendHomes N partnered with K Quaker Social Action on We let 76 properties to new tenants (61 last year), including 11 moves the Bags of Taste project, U which saw a tenant move from one EastendHomes property to another. hosting a free four weekly O

Y cooking class in the Southern On average, it took us 19.9 days to re-let an empty property which

Grove Community Centre, didn’t require major refurbishment (18.8 days last year). D

I Mile End. When new tenants moved into a property, 84.7% were satisfied with the D The course was designed condition of their property (69.2% last year). to help residents cook healthy and nutritious DI meals on a £1 D YO budget. U From April 2020 KN EastendHomes no longer OW collects your water rates ? along with rent, and you will now receive a bill directly from Thames Water. If your household income is below £19,465, which includes welfare payments other than disability benefits, then you may be eligible for a 50% reduction in your bill under the WaterHelp scheme. Search online for ‘Thames Water WaterHelp’ for details on how to apply, or call them 84.7% 76 19.9 on 0800 980 8800 to request a properties to days to relet satisfied with new tenants form be sent to you. property condition

During the year we investigated 37 incidents of anti-social behaviour (48 last year).

Right to Buy / Acquire Sales Types of anti-social 22 20 behaviour WE investigated 18 Noise 10 17 17 17 15 Drug / substance misuse or dealing 9 Verbal harassment / intimidation 7 Alcohol related 3 10 Domestic abuse 3 8 Vandalism / damage to property 2 5 Physical violence 1 4 4 3 Prostitution, sex acts, kerb crawling 1 2 3 0 1 1 Misuse of communal areas / loitering 1 . 08 . 09 . 10 . 11 . 12 . 13 . 14 . 15 . 16 . 17 . 18 . 19 . 20 07 08 09 10 11 12 13 14 15 16 17 18 19 6 ? KEEPING KNOW OU D Y DI During 2019/20 ESTATES CLEAN our Horticulture team, supported by a grant received from Tower Hamlets Mayor’s Air Quality Fund, replaced their petrol- All of our blocks are due to receive a quarterly cleaning driven machinery with new inspection – these are led by the Estate Services electric kit. The new tools are Managers, with residents, local councillors and local emission-free, and also have Board members all encouraged to attend. Contact your reduced noise and smell, plus local Housing Centre if you are interested in attending they create less vibrations for your next inspection – we will look to arrange this in a our team using them. safe manner. During 2019/20 we completed 262 inspections of our blocks, looking at the cleanliness of different parts of the block and estate. At 53.4% of these inspections (33.3% last year) there was a resident inspector present to help our caretaking team leader agree the scoring, awarding a grade on a scale of A to D. We were pleased that during the year 100% of the inspection scores were at least a grade B. For 6.9% of these they achieved the top grade A – we’re hoping to increase this as inspections recommence this year.

EastendHomes has supported requests from residents on several estates for community growing gardens D i near our blocks. These are a d great way to meet neighbours Y

and eat healthy, tasty food, and o

were especially popular during u

the lockdown restrictions over K 262

the summer of 2020. If you n block inspections completed would like to join a waiting o

list, or are interested in a w 100% project on your estate, Grade B or better email greenergardens@ eastendhomes.net

7 REPAIRS

EastendHomes’ responsive repairs service is 11,612 managed by our local housing offices and carried out by our contractors. repairs appointments completed For more information on how our repairs service works, including which priorities will be allocated to different types of repairs, contact your local housing office or visit www.eastendhomes.net/repairs. Every time a repair is completed, we will try to contact you to ask how satisfied you were with the £3.7M job. We use this information to follow up with our spent on day-to-day repairs contractors and staff on anything which might have gone wrong. During 2019/20 we spent over £3.7 million on day-to-day repairs, and nearly £5 million on Major Works schemes. 11,612 repairs appointments completed (9,428 last year).

91.8% of repairs completed in target £5M spent on Major Works (89.0% last year).

99.8% of emergency repairs completed in target (92.7% last year).

97.7% of repairs appointments kept (98.0% last year).

How we compare on Repair Satisfaction We have an D obligation to carry out ID 100% checks on gas appliances Y How we compare on EEH 97.5 in all our tenanted homes O U Providence Row 97.1 each year, to help keep you Appointments Kept and your neighbours safe. K Spitalfields 97.0 N 100% THCH 100 We will contact you well O Poplar HARCA 96.0 in advance of the annual W Providence Row 100 Swan 92.0 deadline to try and arrange ? Poplar HARCA 98.2 Peabody 90.8 an appointment, giving time to find an appointment which Spitalfields 97.8 Clarion 89.0 is convenient to you. Please EEH 97.7 Tower Hamlets Homes 87.8 do not ignore appointment Swan / Clarion 95.5 L & Q 85.5 letters – if you cannot be Tower Hamlets Homes 94.0 Southern / Gateway 82.0 available at the proposed time, contact us and we One Housing 93.7 THCH 74.5 will reschedule. 86% Gateway 86.0 Notting Hill Genesis 61.0 61% 8 RefurbishMENTS £33.9M to be invested in housebuilding and New Homes in the next 5 years

Since we started in 2005, New homes since 2008 EastendHomes has invested a total of £182 million into your homes and communal areas, with £121.8 80 million spent on refurbishments and regeneration, and £60.2 million invested in building new homes. 60 Our Board has agreed an investment programme worth another £33.9 million in the next five years to carry on refurbishing or improving 40 our properties – and this is on top of investing to deliver more new homes for local people. 20 During 2020/21 the Board is working to introduce more long-term homes into our management, and putting new financial arrangements in 0 place to do this. The impacts of the . 09 . 10 . 11 . 12 . 13 . 14 . 15 . 16 . 17 . 18 . 19 . 20 08 09 10 11 12 13 14 15 16 17 18 19 coronavirus pandemic in the summer of 2020 have meant that some of the new homes we are introducing have been slightly delayed. However Private Rented New homes planned in there remain up to 251 new homes Intermediate Rented the next 3 years due to be completed within the next Social Rented three years – and we continue to focus strongly on providing affordable 250 homes. All of the current pipeline is within Tower Hamlets. 200 D ID Y 150 During 2019/20 O EastendHomes acquired U our first homes outside K 100

Tower Hamlets, although N

nearby in LB Newham. O

These 8 new build units W 50 are privately rented but ? our Board decided to prioritise key workers 0 when they were let. 2020-21 2021-22 2022-23 9 Governance and Viability The EastendHomes Board Audits completed 2019/20 The Finance & Audit Committee which is made up of EastendHomes Board members agrees an annual plan of Resident Members internal audits which are carried out by our internal auditors, currently Mazar’s. Someone from Mazar’s is invited to tell the Forhana Begum appointed 25 Sept 2019 Committee what they find and give the Board members the Tenant Mile End Estates chance to ask questions about their audits.

Susan Blunden resigned 25 Sept 2019 The table below shows the matters investigated by the Tenant Island Gardens Estates internal auditors in 2019/20 and their conclusions from their reviews. The auditors also make recommendations for Helen Goody each audit where they think there are things which can be Tenant Mile End Estates improved on. In the Mazar’s report for 2019/20, they found that 92% of their recommendations made in the year had Margaret Higgins been implemented with the remaining actions in progress. Leaseholder Island Gardens Estates

Kevin Moore Audit Outcome Leaseholder Holland Estate Safeguarding Substantial Assurance Voids and Lettings Substantial Assurance Independent Members Rent Setting Substantial Assurance Treasury Management Substantial Assurance Carol Hinvest Management of Managing Agents Adequate Assurance John Kettlewell Vice Chair Asbestos, Electrical and Lifts Adequate Assurance Jahangir Mannan Maureen McEleney Chair The external independent audit of our financial accounts for Kevin Whittle the year ending 31 March 2020 was carried out by Beever & Marek Wiluszynski Struthers Chartered Accountants. They carried out checks on our accounts and our stated financial performance. This year Council Members they have continued to work with us through the summer of 2020, given the upheaval of the Covid-19 pandemic. Councillor John Pierce Beever & Struthers found that our accounts gave a true Councillor Motin Uz Zaman and fair view of all our transactions during the year, and were properly prepared in accordance with the recognised You can read profiles of our accounting standards and legal requirements. current Board members on our website at www.eastendhomes.net/board

10 Performance LOCAL OFFERS

In the summer of 2019, our Resident Scrutiny Panel looked The Panel also commented on the need for residents at our ‘local offers’, previously updated in 2014. They agreed to support EastendHomes in efforts to maintain safe with many of them and suggested tweaks to some others. neighbourhoods and homes. We’ve summarised here what we have been doing to fulfil these promises to residents. Our Offer How we’re doing We will promote opportunities for residents We currently have four Resident Board to become engaged, including as Resident Members – one third of the Board. There are Members of the Board or on the Resident also local involvement opportunities such as Scrutiny Panel. We will offer training and estate board members or block inspectors support to residents who are interested in – and we are keen to hear from anyone getting involved. interested in joining the Scrutiny Panel. We’re also exploring possibilities for online activities.

We will seek to ensure that 70% of repairs 88.4% of repairs this year were completed on are completed on the first and only visit to the first visit to a resident’s home (for our main your home, and let you know about how contractor Morgan Sindall). You can read more our contractors are performing generally. information on our repairs service within this report.

We will provide leaseholders with an annual In March all leaseholders received an estimated estimate of all of the service charges breakdown of their service charge contributions they are expected to be liable to pay in a for the year, including those towards Major year; and provide quarterly service charge Works projects due to take place. Statements statements. are sent out for each quarter. We’ve been contacting homeowners to discuss payments during the pandemic.

We will make sure that you know the name During each Major Works scheme there will be of the person within EastendHomes who a nominated Resident Liaison Officer from the you can contact to discuss works in your contractor and we will inform you of an officer home or on your estate. who can be contacted from EastendHomes. You will receive newsletter updates on progress with the works taking place.

11 Performance LOCAL OFFERS Our Offer How we’re doing If you get into arrears, we will offer you Your Rents Officers will offer to make you an financial support to resolve your problems appointment to see an independent specialist before we serve a notice of seeking welfare advisor if you fall into arrears. Telephone possession. appointments are currently available.

We will let you know in our Annual Report This Annual Report includes a section on Value where our money comes from and how we for Money, which contains a summary of our spend it. accounts, plus details on the breakdown of every £1 we spend and receive.

We will introduce a wide range of activities Against a target of 8 activities per week, in across our new and existing community the last quarter of 2019/20 there were 13 centres; and set a target for use of our activities per week taking place in our centres. centres. We are working with partners such as Sure Start and the Docklands Settlement to ensure that our larger centres are well-used.

We will make it easier for you to make rent We have seen an increase in the number of payments online or by Direct Debit. tenants paying their rent by Direct Debit and your Rent Officer can quickly set this up for you over the telephone. We are also working to improve our online payment options with a new dedicated payment site.

We will work to offer advice and options for Our dedicated Lettings team can provide expert tenants looking to move home, including assistance to those looking to move, and we working with other housing providers and also work with other landlords in Tower Hamlets specialist agencies. to jointly hold open days at which anyone can turn up and receive advice.

TOUCH T IN GE

Want to comment on our local offers, or find out more about how you can get involved? You can email us at resident.involvement@ eastendhomes.net 12 ? NOW Value for Money U K O Like many housing Y associations EastendHomes EastendHomes is a registered charity, and we operate on a ‘not for profit’ ID has borrowed money to fund basis. This means that any ‘surplus’ we make is reinvested so that we can D some of our investment and continue to provide high quality services and more homes for local people. refurbishment programmes. Our leaseholders are asked to pay a contribution to the costs of the services Our gearing ratio (the value of we deliver, in keeping with the terms of their lease. our borrowing compared to the value of our homes) More than three-quarters of our income comes from the rents and service is around 25%. charges paid by our tenants, and we are committed to delivering good value This compares to an average for money. Our Board is keen to ensure that we provide Value for Money, nationally of over 40%. and sets us targets including making cost savings, and the proportion of By keeping our debt relatively our tenants and leaseholders who are happy with the value for money of low we reduce the proportion what they pay towards their homes. of our outgoings on debt We have included a summary of our accounts in this report, but if repayment, meaning more you would like to know more you can read our full Financial Statements is invested in maintaining at www.eastendhomes.net/financial-statements. You can also see some and improving our homes. You can see more comparisons of our financial performance with other housing associations comparisons in our in our Financial Statements. Financial Statements. In March 2020 our Board agreed a new system for setting a Value for Money savings target each year. We will attempt to find cost savings or additional income to the value of 2% of our budgeted expenditure. This means identifying around £250,000 each year. These measures must take place without affecting the delivery of services including operating local offices based on our estates.

Income Expenditure

Where each £1 came from Where each £1 goes to

Other Commercial Net Income Properties Interest & Grant Management 6p Other Payable 12p 8p Private Rented Costs 6p Properties 3p 4p Services Depreciation of 14p Miscellaneous Lets Housing 1p Properties 11p Leaseholder Service Charges Routine 9p Maintenance 9p

Planned Maintenance Tenant Rents New Social 1p & Service Charges Housing 68p 28p Major Repairs 19p 13 Summary Accounts at 31st March 2020

all figures in £’000

2019/20 2018/19 2017/18 Turnover 22,943 21,682 21,299 Operating costs (19,306) (16,825) (15,630) Surplus on housing property sales 150 418 1,113 Operating surplus 3,787 5,275 6,782 Net interest payable (2,402) (2,130) (1,915) Change in value of investment properties - - (358)

Surplus for the year 1,385 3,145 4,509

EastendHomes achieved an overall surplus of £1.4 million in the year to 31 March 2020. The surplus achieved will enable the group to continue to reinvest in improving existing homes and providing more and better homes. £1.4M Since the first stock transfer back in 2005, EastendHomes has Overall Surplus invested £121.8 million in the refurbishment of our properties, ensuring that all of the social rented units are up to at least the Decent Homes Standard. EastendHomes has developed a rolling programme of inspection and planned maintenance to ensure that the homes we manage continue to meet the standard, and provide a warm and comfortable home for our residents. £ M In 2019/20, EastendHomes invested a further £10.5 million in the 121.8 provision of new homes for renting, bringing the total investment Invested in Refurbishment since 2005 to date to £60.2 million. The investment to date, together with our partnership working with developers, has already delivered a total of 313 brand new homes for rent under our capital investment programme, including a number of large family-sized homes and adapted properties. EastendHomes has also completed agreements to secure the £60.2M provision of 125 additional new affordable homes in Tower Hamlets. Total invested in new homes These new homes are being built through planning agreements as part of new housing developments at Violet Road E3 and Orchard Wharf E14, with completion of the new homes expected in 2021 and 2022 respectively. To ensure that sufficient funds are always available to support investment in our properties and deliver high quality services to local residents, EastendHomes will continue to apply its policy to collect 313 rents and service charges as they fall due, and to minimise arrears. New homes for rent 14 Summary Accounts

2020 2019 £’000 £’000 Tangible fixed assets Housing properties 180,532 164,311 Depreciation (26,402) (22,244) 154,130 142,067 Investment properties 17,207 13,605 Other tangible fixed assets 1,386 1,413 172,723 157,085 Current assets Debtors - due within one year 5,520 16,210 - due after one year 503 503 Cash at bank and in hand 3,432 7,571 9,455 24,284

Creditors Amounts falling due within one year (8,707) (7,207) Net current assets 748 17,077 Total assets less current liabilities 173,471 174,162

Creditors Amounts falling due after more than one year (97,615) (100,040) Provision for liabilities and charges 458 (2,580) Total net assets 76,314 71,542

Capital and reserves Revaluation reserve 1,424 1,424 Income and expenditure reserve 74,890 70,118 Total reserves 76,314 71,542

15 3 Resolution Plaza Spitalfields E1 6PS

020 7517 4700 [email protected] www.eastendhomes.net