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Annual Report 2019/20 [Pdf] 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 ? NOW K 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 / Notting Hill Genesis 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 KNOW? PERFORMANCE OU Y 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.
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