Living Magazine & Annual Accounts

LIVING MAGAZINE AUTUMN 2017

WE NEED YOUR P15 VIEWS WINTER WARMER RECIPE

Chance to win tickets to First Ark FIRE Impact Awards SAFETY on 3rd November 2017 UPDATE impact

KHT Living Magazine & Annual Accounts Contents

3 Inside KHT 5 My Story 6 Fire Safety 8 Money Matters 9 Our Homes 10 KHT Activities 2016/2017 12 Out & About 15 KHT News 18 Competition

Claire’s View Welcome to the 2017 autumn edition of Living Magazine which we hope you will find of interest. If you have any feedback please get in touch at Marketing@firstark.com. We recognise that it is going to be a challenging year ahead for KHT tenants, as a result of welfare reform changes and the roll out of Universal Credit from February 2018 and economic uncertainty arising from issues such as Brexit and Government policy. Within KHT, we continue to be proactive in our approach to tackling such issues head on, by identifying the potential impact on our current and future tenants and working through practical solutions to support our tenants. Our aim is to improve the ability of each of our tenants to live within their homes, and we have in place two dedicated teams in the form of a Tenancy Sustainability Team and a Welfare Reform and Income- Team to help them do so. We also continue to work with local partners to focus upon community safety and ensure that our tenants feel secure in their homes and neighbourhoods, and have a real voice through the Customer Assurance Panel, and to plan, deliver and improve our tenants’ experience. We look forward to the opening of the Watch Factory Extra Care Facility during spring 2018 with new residents taking up their homes, and the delivery of further new homes during the year ahead.

Claire Heaney, Chief Operating Officer, Knowsley Housing Trust

KHT Living Magazine & Annual Accounts Inside KHT

Customer Access Team How to get in touch: The Customer Access Team is headed up by Karen Prendergast and provides a www.k-h-t.org/for-resident dedicated front facing, high quality Live Chat – online adviser service service to our customers. This is Monday to Friday 8am – 8pm, delivered via a front counter service at Saturday 9.30am – 1.00pm our Page Moss Office, and via our dedicated telephone service, the Contact Centre, located at our main Email us Lakeview office. contactcentre@firstark.com The team also responds to customer enquiries via letter, website, email Live Telephone Chat and Social Media. To improve our You can phone KHT on 0151 290 7000 customer service further ,we recently Monday to Friday 8am – 8pm, launched Live Chat our online portal, Saturday 9.30am – 1.00pm this is supported by our new Digital team who manage all customer contact Visit through our digital channels. The team aim to resolve all enquiries at the first Knowsley Housing Trust (KHT) point of contact and to provide 603 Princess Drive excellent customer service in line with Page Moss the promises we have made within our Huyton Customer Charter and Merseyside Service Standards. L14 9ND

LIVE CHAT HAS ARRIVED You wanted a quicker response to your queries and for us to deal with your repairs faster. In 2017 we launched Live Chat, our online enquiry system on the KHT website. This new service is supported by a dedicated digital team from 8.00am – 8pm Mon - Fri & 9.30am - 1pm Sat.

3

KHT Living Magazine & Annual Accounts

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0151 290Vivark 7002 Care, Lakeview, [email protected] Kings Business Park, Prescot, vivarkcare.co.ukKnowsley L34 1PJ 4 Vivark Care, Lakeview, Kings Business Park, Prescot, Knowsley L34 1PJ KHT Living Magazine & Annual Accounts My Story

Shirley and Ken Wah live in Halewood, Merseyside. They’re both elderly and Mr Wah now has

Shirley called her local council to ask for a referral to a reliable plumber, and was put in touch with our Adaptations and Repairs team. Alan Flute, a member of the team, arranged a visit to check what

about his daily routine. Their home was not equipped for Mr Wah to get around easily.

Mr Wah’s condition. Following their report, it was identified that adaptations to the home could be

Mr Wah is fond of his garden, which he has spent years nurturing, however, he was no longer able to get outside via the steps and enjoy time there. The team set to work and built a brand new ramp so that access to the garden was easier. Mr and Mrs Wah are delighted with the adaptations the team have made to their home and regularly enjoy a cup of tea in their garden.

KHT Independent Living Team “Alan came along and he generated £1,986,893 just sorted everything, in Social Value1 1 we can’t believe it – life is

Through tenants just much easier now.” feeling more secure and confident in Shirley Wah their own homes since receiving support with adaptations and 1 HACT - Housing Associations’ Charitable Trust installations.

5 Contact KHT Care and Repair team (part of the KHT Independent Living Team) on 0151 548 6668 KHT Living Magazine & Annual Accounts Fire Safety What can you do as a tenant to reduce the risks of fire in your home? Most fires can be avoided if simple rules are followed: < Do not use or store gas cylinders, paraffin, petrol or other highly flammable liquids in your home. <
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KHT Living Magazine & Annual Accounts Money Matters These days it can be difficult to run a home on a tight budget. Here at KHT we do everything we can to keep our rent as low as possible to keep your money in your pockets, and to offer you as much help and support as we can. Our Welfare Reform Team and the Income Team are highly skilled and have a wide breadth of experience in helping tenants to manage their finances. Universal Credit February 2018 will see the Universal Credit switch to full service in Knowsley. Universal Credit will replace six existing benefits: Job Seeker’s Allowance, Employment and Support Allowance, Income Support, Child Tax Credit, Working Tax Credit and Housing Benefit for working age claimants. If you are making a claim for any of those benefits after February 2018 you will be directed to claim Universal Credit instead.

Universal Credit is paid monthly and will include your personal allowance plus a housing element to cover your housing costs. This will mean a big change for many of our customers who currently rely on Housing Benefit to pay their rent. Customers in receipt of Universal Credit will have to manage this change from a weekly benefit payment to a monthly one and will be responsible for paying their own rent directly from their Universal Credit.

If you are making a claim for, or are already in receipt of Universal Credit please let us know immediately, so that we can help you to manage the changes. Knowsley Housing Trust can offer our customers advice on Welfare Benefits and budgeting. Alongside this, we can help Universal Credit claimants get online, open a bank account, claim childcare costs and prepare for monthly payments.

If you are concerned about Universal Credit or need advice on how this may affect you please contact our Welfare Reform Team and the Income Team on 0151 290 7000.

8

KHT Living Magazine & Annual Accounts Our Homes The Sales, Growth and Development teams work together to build homes for outright sale, shared ownership, and homes for rent.

Development Team Sales Team Growth Team The Development Team The Sales team offer a The Growth team works work independently and range of home ownership to increase profit into with partners to develop options to grow our the business through a and build new homes – customer base, and they variety of methods, from growing our presence in provide an exceptional acquiring land and the ‘new-build’ sector in management service to properties, to setting up Knowsley and wider existing leaseholders. pioneering partnerships. through the North West. Jo Wagg Kerry Scott Angela Edwards Business Manager - Growth Business Business Manager - Home Ownership Manager Development Delivery Angela Lund Andy Spedding Katie Lenden Sales Advisor Project Manager Project Manager Jane Major Claire Smith Claire Kelly Sales Advisor Land and Partnership Project Manager Manager Dillon Percy Paul Richardson Sales Advisor Clerk of Works Carol O’Hare Development Coordinator New Homes for sale in 2018 Hannah Mahoney Development Assistant

Mill Croft, Mill Lane, Kirkby

We are pleased to announce that, in Spring 2018, we will have homes available for sale on two new developments: The Woodlands Phase Two in Halewood and Mill Croft in Kirkby.

There will be around1 50 quality homes on each site, comprising of a mix of two and three bedroom houses and bungalows.

Twenty of the homes on each site will be available under our Shared Ownership scheme, with the remaining 30 available for outright sale.

To register your interest or for more information, please contact: Phone: 0151 290 7891 Email: [email protected] 9

KHT Living Magazine & Annual Accounts KHT Activities 2016/2017

Aintree Ladies Day Celebrationlb 10 at Bluebell Extra Care Facility

KHT Living Magazine & Annual Accounts Annual Tenants Performance Report 2016 - 2017

NOMINEE

KHT Living Magazine & Annual Accounts Hello Contents: At KHT we are committed to providing our customers with great homes and services. This report aims to give you a clear picture of the work we have been doing and what we have delivered during the last year. It also gives you 3 Value For Money lots of information about how much we spend and what we spend it on. We are committed to making sure that the services we provide to our customers provide good value You Asked - We Listened for money. We know we don’t always get it right, but we 4 need you to help us improve what we do and we do this by obtaining your feedback across all of our services and Your Home by running our tenant and partner forums. 5

I am also very aware of the challenges many of our 6 Improving your Neighbourhood customers face because of changes the Government has made to benefits. We want to do everything we can to help you. Our Welfare Reform Team have helped customers Helping You Save Money make sure they are accessing the right benefits. This 8 means we have helped customers in Knowsley access an additional £2.2 million over the last year. We remain 10 KHT Annual Accounts Summary committed to keeping your rent as low as we can so you 2016/17 have more money in your pocket. How your rent is spent I am also pleased this report talks about the work KHT does 11 in local neighbourhoods. We have listened to what you think is important and worked with the Knowsley Council and other partners to help make your neighbourhoods safer and more attractive places to live. Helen White Chair of the KHT Board Helen White

2 For more information, visit www.k-h-t.org KHT Living Magazine & Annual Accounts Value for money Making sure everything we do is Value for money means that we can provide the best possible service at the best possible cost. We put these savings back into your neighbourhood. 25% LOWER Our total running costs are 25% less than the housing BENEFIT CAP SUPPORT sector average WE HELPED 130 OF OUR CUSTOMERS MOVE OFF THE BENEFIT CAP BY ACCESSING A TOTAL OF RENT COLLECTION £593,195 98.83% IN HOUSING BENEFITS TOTAL RENT COLLECTED £58M

Our Welfare Reform Team secured £2.2 Million in additional benefits for our tenants this year.

3 KHT Living Magazine & Annual Accounts You Asked - We Listened You wanted a quicker response to your queries and for us to deal with your repairs faster. In 2017 we introduced Live Chat our new online enquiry system, supported by a new dedicated Digital Team.

“Call2Survey” our automated telephone system is a quick and easy way for you to give feedback about our services. During 2016/17, 13,423 surveys were conducted. Our year end Customer Service Satisfaction Score was 92.2%. See below our latest customer satisfaction results team:

Gas Servicing - 97.9% In 2016/17 the Customer Assurance Panel (CAP) Responsive Repairs - 91.5% carried out two reviews to ensure our customers are Welfare Reform Team - 96.8% at the heart of the decisions we make. The reviews Customer Access Team - 90.2% they have completed were our Customer Complaints Safer Communities Team - 87% Process and Customer Lettings -90.2% Involvement procedures. Did You Know? More than 167,000 phone calls were taken by our Contact Centre 2016-2017 and over 80% were answered in under We are so proud to 30 seconds. have been nominated LIVE CHAT For 24 Housing In 2017 we launched Award shortlisting Live Chat, our online enquiry system on - Customer Service the KHT website. This new service is supported by a dedicated digital Provider of the Year team from 8.00AM – 8PM Mon- Fri Sat 9.30am 1pm. 4 KHT Living Magazine & Annual Accounts Your Home At KHT we continually work to improve your home by delivering annual maintenance programmes, refurbishment projects and carrying out your repairs when required.

Boilers - Over 500 updated Electrical Rewires – 207 New Front Doors – 301 328 Home Aids & Refurbished Blocks – 27 Adaptations fitted to our KHT properties External Wall Insulation – 75 costing more than New Roofs – 75 £716,000 Fencing - 177 Communal water tanks - replaced at Knowsley Heights servicing 30 flats 98% Homes let during 2016/17 - 941 of responsive repairs are carried out within Did You Know? agreed timeframes 100% of KHT homes have a current Gas Safety Certificate Our Customer EMPTY HOMES satisfaction rate with We know that there is work to be done at retaining our repairs service is our tenants, which is why we launched our Tenant Sustainability Team. 2016/2017 the amount of empty properties was down to 120 the lowest in 5 years, however our target for 2017/2018 is 80. 91.5% 5 KHT Living Magazine & Annual Accounts

“ Working with the Facilities Management team at Vivark on community led intelligence projects within the community, built greater relationships for both parties, helping reduce local neighbourhood crime and also save money. We must say a great big thanks to the Facilities Management team for all their help and assistance.” Merseyside Police

KHT is part of a multi-agency response team set up to tackle Gun & Gang crime. It is chaired by the Police Chief Inspector and the KHT Safer Communities Team.

6 KHT Living Magazine & Annual Accounts Improving your neighbourhood We’ve spent a lot of time with residents and partners to help make your neighbourhoods safer and more attractive places to live.

KHT has installed Our Furnished This year we set up a CCTV, monitored 24 Tenancy Team Tenancy Sustainability hours a day, 7 days are working Team to advise and support our customers a week. Incidents with Knowsley struggling to maintain are reported to the Council to help Police in real time their household, with them meet their and are therefore health issues, or are dealt with quickly 2017 recycling experiencing barriers to and efficiently. target. employment.

ASB complaints 815 – Customer satisfaction 91%

KHT have helped...

351 people become digitally included

259 people into employment, apprenticeships and traineeships 30 business and social enterprises to set up or expand

7 KHT Living Magazine & Annual Accounts Helping you save money

Benefit Cap The reduced Benefit Cap came in to place November 2016. 130 of our customers were affected by these cuts, needing an additional £47 per week towards their rent. Our Welfare Reform Team helped 33 of our customers move off the Benefit Cap by accessing additional benefits. We accessed: £478,455 in additional annualised benefits £77,550 in annualised Housing Benefit/Housing costs for Universal Credit for (54 customers) £38,190 in Discretionary Housing Payments

We’ve helped We’ve been working with United Utilities Provided help KHT customers to get customers on with personal secure more than a lower income onto finances to over a cheaper and more £2.2m additional manageable tariff. benefits through For more information 4,000 our Welfare please call United Utilities on Reform Team 0800 072 6765 people Did You Know? Our dedicated Welfare Reform Team are experts who can offer you free help and support with budgeting and any money matters. For more help call 0151 290 7921

8 KHT Living Magazine & Annual Accounts Keeping Your Rent Low We constantly look at ways to keep your rent low, so you can keep as much money as possible in your Our low rent means that you pocket. save an average of £2,400 per year compared to market rent. How Your Weekly Rent Compares:

KHT Average Market RentAverage Average Market Rent Average Average Bedrooms (Private Landlord)**(Private Landlord)**Saving Saving % Social Rent* 1 Bed £70.26 £91.441 Bed £21.18 23% 2 Bed £81.39 £129.122 Bed £47.73 37% 3 Bed £91.25 £150.123 Bed £58.87 39% 4 Bed + £109.12 £165.294 Bed £56.17 + 34% Overall Average £88.01 £133.99Overall £45.99 34% Depreciation Depreciation Depreciation

of housing -£6,981 *Source:of NROSH housing Statistical of Return housing-£6,981 *Source: Zoopla-£6,981 Area Statistics properties properties properties Expenditure -£52,285 ExpenditureExpenditure -£52,285 -£52,285 Financing costs -£8,403 Financing costsFinancing-£8,403 costs -£8,403

9 KHT Living Magazine & Annual Accounts KHT Annual Accounts Summary 2016/17 In every annual report we publish all of our financial information. Here are our financial accounts for 2016/17

Turnover (000’s) Expenditure (000’s) Rent (inc garage rents) £58,258 Running costs £11,810 Service charges £2,113 Service charges costs £1,529 Grants and other income £984 Routine maintenance £11,402 Turnover from lettings £61,355 Major repairs £3,373 Supporting people Depreciation & £232 £10,721 income Impairment

Current asset property £511 Supported living £522 sales Bad debts £1,411 Other KHT Services £41 Other Social Housing Total from social £1,574 £784 Activities housing activities Expenditure £42,342 Total Turnover £62,139 Interest on loans £8,379 Property Sales £3,493 Other costs £6,341 Interest receivable £29 Total Expenditure £57,062

Total Income £65,661

Capital Expenditure Investment in new homes, improvement programme and green investment. £14,394,000

Our annual audited accounts are available at www.k-h-t.org

KHT Living Magazine & Annual Accounts How your rent is spent Your rent is used in a lot of different ways. Here is a breakdown to help explain how it is used: Jargon Buster Supported living Cost for providing sheltered accommodation e.g. older Running costs persons living accommodation etc Costs of running the business e.g. wages, electricity, telephone bills etc Bad debts Debts which cannot be recovered Service charges This is spend on providing services for properties with Other Social Housing Activities communal areas Community Investment, contract management costs, and the costs associated with initial property sales Routine maintenance General repairs to housing properties - e.g. broken Interest on loans door etc Charge for business loans which KHT has taken out Bad debts Major repairs Depreciation & Impairment 2% Repairs to housing properties - e.g. new kitchens, Service Charges central heating, bathrooms etc 16% 2% Interest on loans Routine maintenance Development 13% 18% Costs of building new homes Running costs Major repairs Depreciation & Impairment 18% Development 13% Wear and Tear & Write Off’s 15% Other Social A reduction in value of our housing stock Supported living Housing Activities 1% 2% 2016/17 Costs (%) Running costs 11,810,000 18% Service charges 1,529,000 2% Routine maintenance 11,402,000 18% Major repairs 8,142,000 13% Development 9,625,000 15%

Depreciation & Impairment 10,721,000 16%

Supported living 522,000 1% Bad debts 1,411,000 2% Other Social Housing Activities 1,574,000 2% Interest on loans 8,379,000 13% Total 65,115,000 100% 11 KHT Living Magazine & Annual Accounts Find your new home with us

Sales - Oriel Living - Call 0151 290 7891 Go to www.oriel-living.co.uk Rentals - Property Pool Plus - Go to www.propertypoolplus.org.uk

12 KHT Living Magazine & Annual Accounts KHT Activities 2016/2017

One Ark gave King George V Sports Stadium a well-deserved makeover this year Claire Heaney KHT KHT support Liverpool Gay Pride and Steff O Keefe local KMBC Labour councillor

Save money and time and get online

Reasons to £ get digital SAVE MONEY HAVE FUN FIND WORK If you want to make the most of

today 0151 290 7033 or

CONNECT WITH PERSONAL FRIENDS DEVELOPMENT SAVE TIME 11

KHT Living Magazine & Annual Accounts Out and About

“If you’re looking for a wild family day out then look n Knowsley Safari’s 5 mile drive gets you face to face w bison, ostrich and even the mighty lions! It’s a trulyw But the fun doesn’t stop there, park up and explore th Stand as tall as the giraffes on the giraffe viewing apl down with the smallest baby meerkats. Be wowed as swoop above your head at Flight of the Talons, and ge chuckle as the cheekiest members of the safari family sea lion display.” So what are you waiting for ? Adventure awaits!

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KHT Living Magazine & Annual Accounts

no further! with rhinos, wild experience! he foot safari. atform, or crouch s birds of prey et ready to y show off at the

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KHT Living Magazine & Annual Accounts

KHT LivingKHT Magazine & Annual Accounts NEWS

KHT HOUSING AUTUMN 2017 FREE DROP IN SESSION For tenants and residents at The Venue, Civic Way, Poplar Bank, Huyton, L36 9GD on Tuesday 17th October 2017 between 12-6pm. You can stop by, hear more about our conversion plans and let us WE WANT have your views. Your responses must be YOUR VIEWS received by Friday 20th CONVERSION OF KNOWSLEY October 2017 HOUSING TRUST TO A For more information COMMUNITY BENEFIT SOCIETY please visit our 15 website: http://www.k-h-t.org

We are considering converting Knowsley Housing Trust (KHT) from a charitable company into a charitable community benefit society (CBS), and we want to explain what the effect of this would be. These proposals will not have any impact on your tenancy or your rights as a tenant or resident. The conversion is aimed at reducing unnecessary administrative costs which KHT is incurring as a result of legal changes that took effect in April 2017. The resulting savings can be re-invested in our communities. We would like to hear from you with any views that you have in relation to the proposals. Please contact us on: Write to: The Customer Involvement team, Lakeview, Kings Business Park, Prescot, Merseyside, L34 1PJ Email: [email protected] Phone: 0151 290 7000 15

KHT Living Magazine & Annual Accounts

ongratulations to Stephen French who received an award from Mer- seyside police earlier this year commending the work he did as part of the Safer Communities Team, prior to taking up his current role as the Tenancy Sustainability Team Leader.

This commendation was awarded to Stephen French in recognition of proactively developing a positive partnership working with Police Officers andOfficers Staff in Knowsley, especially Kirkby Neighbourhood Team. He has displayed professionalism and commitment to making a difference to the commu- nity. His dedication and going that extra mile has made a difference to the commu- nity of Kirkby. His partnership commitment and teamwork has been recognised and greatly appreciated.

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KHT Living Magazine & Annual Accounts

KHT HOUSING

If you’re looking for a one-stop shop of information about adult care and community services in Knowsley, and across the Liverpool City Region, then why not visit the new Live Well website - www.thelive- welldirectory.com. The new site provides a wealth of information about services helping people to look after their health and stay well in their communities. There’s everything from information about care and support services, including nursing and residential care homes, to local events, support groups, lunch clubs – and much more. In Knowsley, Live Well will replace the ‘Know your Care’ website.

WATCH FACTORY PROPERTY DEVELOPMENT PRESCOT POOL PLUS Work has recommenced on the site of the listed building conversion to the regional website dedicated an Extra Care Facility. We expect to see some tenants moving in early to advertising affordable 2018. housing for rent is being re-launched 3rd October 2017 – watch this space. 17

KHT Living Magazine & Annual Accounts

Why do meerkats have dark patches around their eyes? A: To frighten away predators B: To protect from sunlight C: To look cool

Answers must be received by 30th October 2017 latest Email your answers to Marketing@firstark.com or Post to Lakeview, Kings Business Park, Prescot, L34 1PJ. Competition deadline is the 15th October. What are the Brookside ? (Liverpool soap drama ) connections to Knowsley? See bottom of page for answer For Terms & Conditions please visit www.k-h-t.org/living-comp-rules

Jamie Oliver – Winter Warmer Recipe Sweet potato, chickpea & spinach curry

...... olive oil 3...... sweet potatoes ...... 2 red onions 1...... x 400 g tin chickpeas ...... 3 tablespoons curry paste 8 ripe tomatoes or 1 x 400g tin chopped tomatoes ...... 1 fresh red chilli ...... 1 x 400 ml tin light coconut milk ...... 3cm piece of ginger ...... 400 g pre-washed spinach ...... 1 bunch of fresh coriander ...... 1 Heat 2 tablespoons Add the chilli, Remove the lid, 1 of oil in a large 4 ginger, coriander 7 then cook for a saucepan over a stalks and sweet further 15 to 20 medium heat. potato to the minutes, stirring softened onion. occasionally, or Peel, finely slice Drain and tip in the until the sweet 2 and add the onion chickpeas, then potato is cooked along with the cook for 5 minutes. through and the curry paste, mix sauce thickened. well, then cook for Roughly chop and 10 minutes, or until 5 add the fresh Stir in the coconut the onion is soft tomatoes (if using) 8milk and cook for a and golden, stirring or tip in the tinned couple of minutes, occasionally. tomatoes. Add then stir in the 200ml of water and spinach and cook Peel, finely slice bring to the boil. until wilted. 3 and add the onion along with the Reduce the heat to Scatter over the curry paste, mix 6a simmer, then 9coriander leaves, well, then cook for cover and cook for then serve with 10 minutes, or until 10 to 15 minutes. poppadoms and the onion is soft rice, if you like. and golden, stirring 18 occasionally. www.jamieoliver.com/recipes/vegetables-recipes/sweet-potato-chickpea-amp-spinach-curry

Sir Phil Redmond the producer was born in Huyton and actress Sue Johnston who played Shelia Grant grew up in Prescot. KHT Living Magazine & Annual Accounts

impact

Answer the following question and two lucky tenants could be joining us on 3rd November to celebrate First Ark’s Annual Social Impact Awards Evening Winners will be able to invite a guest and will enjoy drinks on arrival, dinner and entertainment How many properties does KHT manage?

Name:

Address:

Answer:

Deadline for competition entries: 10th October 2017 Please return this form to us: Lakeview, Kings Business Park, Prescot, L34 1PJ

19 Full terms and conditions can be found at www.k-h-t.org/living-comp-rules KHT Living Magazine & Annual Accounts FIGHTING FOR A GAS SAFE NATION

KHT provide your annual safety check free of charge. You can help us by working with our maintenance provider Vivark to ensure they can access your home at the time of the appointment we send to you to make sure you stay safe GasSafetyWeek.co.uk KHT