ELDONIAN COMMUNITY BASED HOUSING ASSOCIATION PROMOTING SUSTAINABLE COMMUNITIES ANNUAL REPORT 2017

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THE FREEDOM OF THE CITY OF LIVERPOOL

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THE FREEDOM OF THE CITY OF LIVERPOOL

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PR E THE FREEDOMOUD TO ANN OFOUN THEC CITY OF LIVERPOOL

THE FREEDOM OF THE CITY OF LIVERPOOL 1

CONTENTS

Welcome2 A brief3 history of the Chairman’s5 6Stock Eldonian CBHA Report Profile • • • •

Who Manages7 your A Joint Report8 from the Chief11 Executive’s Value Applications,15 Allocations Homes? Chair and CEO for Money Report and Voids • • • •

16Rent and 17Repairs 19Finance Where20 does our Rent Arrears Performance money come from and how is it spent? • •

21Eldonian 22Professional House Advisors 2 WELCOME

Welcome to the Eldonian Community As part of our commitment to improving our Based Housing Association Annual services we would welcome your feedback on this Report for 2016/2017 report. We would particularly like to hear which parts of the report you found interesting and any The report aims to inform our tenants and other other areas you would like to see covered in future stakeholders about our performance during this reports. Financial Year and where possible compares our performance against others both locally and We hope you enjoy this report and find it both throughout the UK. useful and informative.

The Association then uses these benchmark comparisons to, where necessary, set targets for continued improvement. 3 A BRIEF HISTORY OF THE ELDONIAN CBHA LTD

Located in the inner city close to What followed was a long and often bitter struggle Liverpool’s North Docks, the Vauxhall with the Militants which eventually saw the Portland area of Liverpool was largely populated Gardens Housing Co-operative built, some of the by Irish immigrants fleeing the Irish community staying , but the houses being taken over potato famine in the 1840’s. Many of by the council and the plans to rehouse the rest of those immigrants settled in the area and the community left in tatters. worked on the docks or in one of the dock related industries.

They lived in appalling, overcrowded, unsanitary housing, which led to a very high infant mortality rate and a short life span.

Those Victorian slums were eventually replaced in the 1930’s & 40’s, by council owned walk up tenements, which by the late 1970’s were themselves overcrowded, totally decayed and vermin infested.

Following the decline in the docks and the closure of the main employers Tate & Lyle sugar refinery and British American Tobacco, the area had one of the highest levels of unemployment not just in the

Tate & Lyle Sugar Refinary

UK but in Western Europe. As those economically active moved away to seek employment elsewhere, LIVERPOOL OF CITY THE OF FREEDOM THE the area was left with the largest proportion of low Two years earlier, in 1981 Tate & Lyle sugar refinery demand housing stock of any UK city. closed its doors for good leaving behind a large

highly contaminated piece of land, what many saw

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C O R as a blight, the Eldonians saw as anE opportunity However a strong community flourished despite P the bad housing, poor environment and chronic and the vision of an Eldonian Village, housing the unemployment. So when the local council sought local community was their aspiration. This land was to demolish the crumbling tenements and in effect not owned by the council and the community sort break up their community they decided to stand finance elsewhere. together and fight.

Taking their name from Eldon Street, the street where their church was situated the Eldonians were born.

In 1979 the community formed its first co-operative the Portland Gardens Housing Co-operative LIVERPOOL OF CITY THE OF FREEDOM THE and formulated plans that would see the existing

tenements demolished to be replaced by new co-

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N operative housing, run by the community. U C O R E P In 1983 the local election saw a change in power with Labour gaining control of Liverpool but the new local labour council turned out to be controlled by the far left Militant Tendency and they had no plans to work with communities and actively opposed the Eldonians The Eldonian Village

plans to redevelop the area as housing co-operatives.

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Eldonian Canal Festival June 2016 The community formed their second housing co- the canal is totally different from its industrial past. LIVERPOOL OF CITY THE OF FREEDOM THE operative The Eldonian Co-operative (now Eldonian Wildlife thrives in the area and narrow boats have

CBHA Ltd) and drew up plans for “The Eldonian started to return and use the Eldonian Basin as a

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N Village”. base when visiting Liverpool and the North West. U C O R E P After yet another long and bitter struggle with the In June 2016 the Eldonians played host to the Militants they eventually gained support from Central “Eldonian Canal Festival” which helped celebrate Government and £6.4m funding was provided to and commemorate 200 years since the Leeds/ enable the co-op to purchase and clear the site and Liverpool canal was first opened. start the first phase of the Eldonian Village. The Eldonian Village, is a pioneering urban Phase 1 of the Village which comprised of 145 development that has helped change the way houses and bungalows as well as a frail elderly people think about regeneration, sweeping away

scheme (now a nursing home) was completed in dereliction and decay to bring true community led 1989, quickly followed in 1994 by the next phase of regeneration to what was once one of the most LIVERPOOL OF CITY THE OF FREEDOM THE a further 150 houses and bungalows. This second deprived areas in the United Kingdom.

phase also saw the Eldonians build a Village Hall,

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N nursery and sports hall to compliment the houses In recognition of their achievements the Eldonians U

C O R E and create some much needed local jobs. were awarded the United Nations sponsored World P Habitat Award in 2004 and still receive visitors from Later phases have seen the Eldonian CBHA add all over the world who come to see for themselves Robert Lynch House, a 36 unit sheltered scheme, what can be achieved when communities work Sibert House, a 40 unit scheme for those over 55 together. and 8 new two bedroom houses to our stock. The village is situated at the end of the Leeds In July 2017 the Chair of the Eldonian CBHA, Tony Liverpool canal and the Eldonians ,as part of the McGann was awarded “Freedom of the City of Phase 2 development, decided to make a feature Liverpool” and the Eldonian CBHA was admitted of the canal which at the time was in a very poor to “Liverpool City Councils – Freedom Roll of condition. The Eldonians canvassed to have the canal Association” in recognition of their outstanding cleared, decontaminated and landscaped, so that it contribution to the local community and for their could be brought back into use. Today this stretch of continuing role as Ambassadors for Liverpool. 5 CHAIRMAN’S REPORT PR E OUD TO ANNOUNC

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Tony McGann (centre) receiving his “Freedom of the City of Liverpool Award ” from Lord Mayor Councillor Malcolm Kennedy and City Mayor Councillor Joe Anderson.

I would like to thank the City of The ceremony took place on 1st July 2017 and was Liverpool and in particular Liverpool a great success, the pomp and ceremony of the City Mayor Joe Anderson for awarding mayoral procession, complementing the me Freedom of the City. entertainment provided by children from The Trinity Primary School. We actively aimed to make this a But also, more importantly, for awarding the “Fun Day” for the whole community and by this Eldonian Housing Association Ltd. “Freedom Roll of I mean the whole community not just those of us Association”, thereby recognising the important role who live on the Village. our community has played and continues to play, in the regeneration of our great City. I am grateful that so many turned up to witness the ceremony and enjoy the bouncy castles, face I understand that we are the only Housing painting and all the other activities provided free Association ever to receive such an honour. of charge on the day. At a time when there are so many problems both at home and abroad it was I have been lucky enough to have received many great to see so many of you enjoying yourselves. honours but this one was especially important to me, as my work on behalf of our community was The day took a lot of planning and I would like to being recognised by the people I care most about – thank everyone from the City, from the community the people of Liverpool. and my staff (especially George Evans) for a truly unforgettable day. These ceremonies usually take place in the Town Hall but for the first time ever the City allowed us to hold the ceremony outside and within our community. Tony McGann It was important to me that the whole community OBE, MBE, MA (Hons). should share in our success and it would have been Chairman very difficult to get the whole community in to the Town Hall. 6 STOCK PROFILE

Robert Eldonian St Gerard Lynch Sibert Size Village Close House House Total 1 bed Flat – 4 30 3 37 2 bed Flat – – 6 25 31 1 bed Bungalow 14 7 – – 21 2 bed Bungalow 67 – – – 67 3 bed Bungalow 2 – - - 2 2 bed House 72 4 – – 76 3 bed House 137 – – – 137 4 bed House 11 – – – 11 Total 303 15 36 28 382

Current Eldonian Stock Total = 382 homes to rent Houses = 224 Bungalows = 90 Flats = 68 COMMENT As well as our social housing the Association provides management service to 40 owner occupiers, living in or renting out, their properties in Kingsway Court. The Association also own the freehold to 12 two bedroom shared ownership apartments at Sibert House and owns Eldonian House which is a Nursing Home caring for 36 elderly residents many of whom suffer from dementia.The Home is leased to Delpin Ltd, a specialist health care provider, who manage the home and the care provision under a lease. The Association is responsible for the maintenance of the fabric of the building.

flats 68 houses 224

bungalows 90 7 WHO MANAGES YOUR HOMES?

The Association is a community based housing Currently the Association has 195 shareholders. association registered with the Register of Friendly Societies as a community benefit society and The Board currently consist of 11 members, 8 regulated as a Housing Association by the Homes of whom are tenants, the 3 remaining members and Communities Agency (HCA). are non-tenant members invited on to the Board because of their skills and experience. Board The Association differs from most Registered currently has 5 members who have served in excess Providers of housing as we grew from our origins of 9 years (this is the maximum recommended as a Housing Co-operative and retained within our within the NHF Code of Governance for Board rules, a rule which states that the majority of our Members). governing body (the Board) must be made up of tenants of the Association. The current Board Members are: n Tony McGann (Chair) – Tenant member The Board is elected by members of the Association, n Dr Tony Harvey (Vice Chair) – Non-tenant every tenant has a right to apply to become a member member of the Association. Members have a right to n vote at meetings called to discuss important issues John Cummins – Tenant member or changes to our rules. Members also have a right n Lynn Burke – Tenant member to put themselves forward for election to the Board, n Fr Michael DeFelice – Tenant member these elections take place at the AGM every year. n Lillian Grimes – Tenant member n John Livingston – Tenant member If you are a tenant and wish to become a member, n Mary Patten – Tenant member the process could not be easier, just fill in an application form (these can be obtained at the n Olena Naumets – Tenant member office) and return it to the office with your fee n Yulia Naumets – Non-tenant member of £1. Once accepted you will receive your share n Rebecca Rew – Non-tenant member certificate and be entered in the register of shareholders. It is the Boards role to oversee the running of the Association, determine vision and strategy and monitor performance of senior officers who have been delegated the task of running the Association on a day to day basis.

The staff currently entrusted with operational control of the Association are: n George Evans – Chief Executive n Julie Backhouse – Director of Finance – (Julie is also a qualified Company Secretary and serves in that capacity to Board) n Linda Wakefield – Housing Co-ordinator n Paul Jacobson – Finance Assistant n Margaret Dragonette – Scheme Manager at Robert Lynch House.

As well as the staff above the Association employs a receptionist, gardener, minor-repairs worker, assistant repair worker and 2 cleaners. Making a total staff compliment of 11. 8 A JOINT REPORT FROM THE CHAIR AND CHIEF EXECUTIVE OFFICER PR E OUD TO ANNOUNC

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Tony McGann (Chair) George Evans (CEO) THE FREEDOM OF THE CITY OF LIVERPOOL OF CITY THE OF FREEDOM THE The Chair and CEO present this report for the year n the reliability of financial information used within

ended 31st March 2017 on behalf of the Board of the Association or for publication;

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Management. U C O R E n the maintenance of proper accounting records, and P Boards are the custodians of social housing assets n the safeguarding of assets against unauthorised and the financial viability of the Association they use or disposal. serve. Below we outline the procedures put in place to ensure that the Eldonian CBHA comply were The Board has reviewed the effectiveness of the possible with the Governance and Financial Viability system of internal financial controls in existence Standard (April 2015). in the Association for the year ended 31 March 2017. No weaknesses were found in internal The principal activities of the Association remain financial controls which resulted in material losses,

focused on our tenants, their homes and the

contingencies or uncertainties which require neighbourhood. This includes management and LIVERPOOL OF CITY THE OF FREEDOM THE disclosure in the financial statements or in the maintenance and the development of affordable auditor’s report on the financial statements. rented housing together, where appropriate, with

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C O R E our tenants and the wider community. P The Board upholds the principles of good INTERNAL CONTROLS governance and this report provides evidence of how the principles are applied. Every year the Board The Board has overall responsibility for establishing undertakes a thorough review of its performance and maintaining a system of internal controls and against the NHF Code of Governance. It is satisfied reviewing their effectiveness. These controls are that it meets with the majority of the Code however designed to give reasonable assurance on:- it has identified one area which it is still unable to comply with fully. 9

The NHF Code of Governance includes since 1990 and prior to that was Chair of the recommended maximum terms of service for Co-operative. The Chair has particular skills in Board Members. The Association’s rules do not community and partnership working, he is involved mirror these constraints and it does have members in many of the external activities of the Association. that exceed the recommended term. It must He is instrumental in developing the Association’s be remembered that the Eldonian CBHA were reputation with the Local Authority and the local originally set up as a fully mutual co-operative, MP as can be evidenced by him receiving “Freedom however the wider aims of the organisation meant of the City of Liverpool” this year. The time spent by PR E that it changedOU itsD rules TO in OctoberANN O1990U Nto becomeC the Chair on this activity goes far beyond the normal the first Community Based Housing Association in expectations of members. The Vice Chair has also England. This change was overseen and approved by served on the Board for more than 9 years, he is the then governing body the Housing Corporation one of the 3 non-tenant members and is a partner THE FREEDOMand a set of rules OF were THE agreed CITYwhich would OF see LIVERPOOLand Director of Training and Risk Management the organisation retain control by its tenants whilst for a local firm of solicitors. His specialist areas allowing them to take on a wider role within the are Corporate Governance, Legal Ethics and Risk community. To this end the rules state that at least Management and he lectures on these topics at two thirds of the Board must be tenants. The rules Liverpool John Moores University. also dictate how members can become Board Members and this is through nomination and Board are taking steps to consider succession election to office by their peer group at the AGM. arrangements for the Chair and Vice Chair whilst Each member is elected for a term of 3 years and at the same time ensuring the best interests of there is no maximum term of office as long as they the business are met. Board have also introduced PR E are re-electedOU atD the TendO of A eachNN term.OUNC voluntary compliance of the 9 year rule and expect 3 Board Members who have also served over 9 Currently five Board members have served more years, to step down after serving their current term than 9 years on the Board. One of these is the of office in September 2017, this is providing new THE FREEDOMChair who has OF served THE as Chair CITY of the CBHA OF LIVERPOOLmembers can be encouraged to join the Board.

Lord Mayor Councillor Malcolm Kennedy, Tony McGann, George Evans, Julie Backhouse with Millie Dean & Bailey James pupils of The Trinity Primary School 10

MAXIMISING INCOME AND EFFICIENCY the Association by the Local Authority, who recognise MEASURES the Eldonians as Ambassadors for Liverpool.

The audited accounts show a surplus of £447,024 Sustaining a good reputation is an important element which although not as high as last year still of the business. The Association is eager to develop represents a healthy surplus. The surplus includes partnerships which will benefit the Association and over £83,000 savings achieved as a result of our the wider community. An example of our work in Value for Money principles. partnership with others was the Eldonian Canal Festival held in June 2016 which saw us partner It was reported in last year’s Annual Report that Liverpool Culture, the Trinity School, Canal & River the Association had agreed to commission a review Trust and the Chester & Merseyside Branch of the of its position in relation to the current pension Inland Waterways to host a festival to celebrate the scheme it offers staff. That review was conducted in bicentenary of the Leeds & Liverpool canal. Over August 2016 and as a result Board decided to close 20,000 people attended the 2 day event and the its defined benefit scheme to new members and festival won the 2017 Living Waterways Award for instead offer a defined contribution scheme. Whilst Community Involvement and Volunteering. this in itself will not reduce costs it will reduce the future pension deficit liability. GROWTH

The FRS 102 SORP came into effect for accounts As a very desirable village, the Board understands from April 2016 and heralds the biggest change that should the Voluntary Right to Buy be rolled in UK financial reporting for a generation and has out it could have an adverse effect on our capacity. significantly changed the way the Associations However, given the large number of tenants accounts are presented. Previous year’s figures have currently on benefit, the Board’s sensitivity analysis been restated to reflect this. suggests that a take up rate of 10% or less would be manageable. The Board also appreciates the need to continue to develop and since 2011 has increased REPUTATION its portfolio by over 10%. All the properties have The Association continues to play an important been developed on land on or close to the Village. role externally, both nationally and locally. This The Association is eager to secure additional can be evidenced by the fact that this year the local land for future social housing development, Eldonian CBHA was awarded Freedom of the City as and when it becomes available. This year the of Liverpool and admitted into the Freedom Roll Association have also discussed the feasibility of joint of Association in recognition of our outstanding development opportunities with other members of contribution to the local community. The Association the Community Housing Associations (NW) Group are also past winners of the World Habitat Award and one of the larger Associations who also have and regularly play host to visitors from all over the properties in the area. Nothing has come from these world, many of these visitors are directed towards discussions to date but we are hopeful for the future. 11 THE CHIEF EXECUTIVES VALUE FOR MONEY REPORT

OUR VALUES AND OBJECTIVES n customer satisfaction data is used to ensure we continue to deliver what our tenants value – it The Eldonian CBHA’s main aim is to provide quality, works: we consistently score highly affordable housing for those in most need. We believe as an organisation we do this by: CUSTOMER SATISFACTION n creating and maintaining a high quality physical environment Following an independent Customer Satisfaction n ensuring our homes are of a consistently high Survey carried out by The Leadership Factor a full quality, above and beyond the decent homes customer satisfaction report was produced in last standard year’s Annual Report. To summarise the independent survey found a very high level of satisfaction. n working with partners and other agencies to “Eldonian CBHA achieved an impressive overall reduce crime and anti-social behaviour customer Satisfaction Index™ of 91.8%, using the n supporting training and employment Leadership Factor’s Satisfaction Index™ to measure opportunities the association’s success in satisfying its customers. n helping people manage their finances The score places Eldonian CBHA in the top 2.5% n providing support to vulnerable people in our of all companies (approximately 1000) on the community Satisfaction Index™ League Table which includes n continuously improving to ensure the Association many leading household names and blue-chip remains viable and delivers the agreed services organisations”. to tenants through reorganisation and growth The Association is also in the ELDONIAN’S APPROACH TO VALUE FOR top 5% of all housing MONEY associations (130) on the Leadership Factors n all Board papers include a section that requires a Satisfaction Index™ consideration of the VFM implications League Table. n goods and services are procured effectively using transparent procedures whilst obtaining the best possible quality n we ensure that our systems and processes are as effective as possible to deliver the best customer service to our tenants n a VFM efficiency savings register records all our cash and non-cash efficiency savings and helps embed VFM in the day-to-day work of our staff n we benchmark our costs and performance through benchmarking clubs. Eldonians are a member of Acuity and Housemark which allows us to compare our performance to other similar sized housing associations both regionally and nationally. The Association strives to be in the top quartile 12

The survey found that 99% of our customers are very days to re-let and Houses for Older People 17 days satisfied with how easy it is to contact Association compared to 26 and 18 days respectively in 2016. As staff, as well as being very satisfied with the overall a result void rent loss has also decreased from 0.22% quality of our homes and the way we deal with in 2016 to 0.16% this compares favourably with our repairs and maintenance. This serves to emphasize peer group who show a 0.41% void rent loss and all how vital the quality of staff is to the Association and associations who benchmark through HouseMark the importance of a personal service. who report a 0.61% void rent loss. One tenant commented, “The Association are very RENTS AND RENT ARREARS efficient, all repairs are done on time, very friendly staff and I would say that everything is great.” Another The Association’s rents are consistently lower than added “Eldonian Housing are always there for me”. the average rents charged in the North West and nationally and considerably lower than rents charged Of most importance to tenants is security and by private landlords. For example, the Association having a nice place to live in a good neighbourhood. charge £66.93 per week rent for a one bedroom Over 95% of tenants were very satisfied with their flat compared with £75.10 charged by our peers neighbourhood, over 90% were satisfied that their and an average of £77.57 per week nationally. This rent and service charge represented good value compares favourably to the housing allowance of for money and over 96% stated that they wished £90.90 per week for the same size property - a to remain an Eldonian tenant and had no desire difference of £23.97 per week. to move away. One tenant commented “Eldonian develop excellent properties and communities. In terms of rent arrears, the Association collected You will never see broken windows or run-down 100% of the rental income receivable which is properties here, they are spot on” another added slightly up on last year and better than others within quite simply - “It is nice and I feel safe”. our peer group and for all associations. Rent arrears currently stand at 3.23% which is lower than last REPAIRS & MAINTENANCE year 3.61% but higher than both our peer group 2.87% and the national average of 2.23%. The aim of The Association spent a total of £657,944 on repair the Board is to see rent arrears reduce to below 3% and maintenance during 2016/17 a breakdown by 31st March 2018. of how this money was spent can be seen in the Repair and Maintenance section of this report OTHER EXAMPLES OF OUR EFFORTS TO By using our Value for Money approach when issuing REDUCE COSTS INCLUDE: repairs or entering into contracts for cyclical or major works the Association was able to register n by reviewing building insurance costs, the savings of £83,022. Association has reduced its premium by £2,207 n VOIDS & RELETS by comparing prices for 4 replacement laundry machines at Robert Lynch House saved £753 Average re-let time decreased since the previous year with General Needs properties taking nearly 14 13

VFM AND OUR ASSETS The Association also spent £10,508 on the provision The Eldonian stock is over 25 years old but has of a minibus which it leases and insures. The minibus is been well maintained as can be evidenced by the used by both the Association and by the community via its charitable arm The Eldonian Community Trust. amount spent during the year to complete the It is used by the Association to transport staff, Board window replacement programme and repaint our and tenants to a variety of training and conference stock. The Associations properties are still in very events during the year to reduce travel costs and to high demand with a waiting list for all types and sizes enable elderly or infirmed tenants to attend meetings. of property. Prospective tenants can expect to be The minibus is also used to transport both the young on our waiting list in excess of three years for family and not so young to community events and activities, houses. The biggest turnover is in our sheltered and it can also be used by the community to help scheme which is to be expected given the age those most in need, for example at funerals where demographics of the scheme. However, applicants it can reduce transport costs. The minibus is driven can still expect to wait for 12 months on our lists by volunteers and is free to use although those using for a vacancy to arise. it are asked to make a contribution to fuel costs. In a similar vein, the Association also makes direct The Board is committed to developing more contributions to the charity to help fund specific properties for social rent should the land and events such as the Eldonian Canal Festival, the Easter opportunity arise. and Summer holiday youth activities and the Annual Pensioners Party. SOCIAL VALUE We believe this is a good use of modest resources During the period, the Association spent £43,532.75 for additional community benefit; it contributes to on community activities. The largest item of making the Village a cohesive community and a place expenditure was £20,000 for additional policing - a where people want to live. This is borne out by direct contribution to the police to cover the cost the demand for our homes and the main reasons of additional patrols by police or Police Community applicants give for wanting to live in the Village: a Support Officers (PCSOs). During the period safe environment and to be part of a community, 2016/17 -142 patrols were made, which equates to along with affordable rents. 710 hours of policing. The aim is to enhance well- being in the Eldonian Village by reducing crime and VALUE FOR MONEY – WHAT DOES THE FUTURE HOLD? anti-social behaviour and fear of crime. The Village is located within E114 police area. Below The HCA have already indicated that they propose is a breakdown of relevant crimes that occurred to introduce a new Value for Money Standard within the E114 area over the last two years within the next 12 months and a number of compared to crimes reported in the Village. associations have been providing information on 15 agreed performance matrics. When introduced The increase in anti-social behaviour reported from the information provided will enable the HCA to 5 to 14 included 8 reports of scrambler bikes being produce a “sector scorecard” which will allow them ridden through the village. The Board believes that to compare performance across all associations. based on the above statistics the cost of additional policing demonstrated value for money and agreed George Evans to fund the project for a further 12 months. Chief Executive Officer

ADDITIONAL POLICING INITIATIVE E114 - Beat Eldonian Village 2015/16 2016/17 2015/16 2016/17 Burglary/Attempts 19 16 2 3 Criminal Damage 69 72 2 5 Robbery (person) 4 3 0 0 Theft of motor vehicles 25 39 0 0 Violence with Injury 38 30 2 4 Anti-Social Behaviour 159 189 5 14 14 VALUE FOR MONEY DASHBOARD Our VfM performance at a glance Our trend over a 3 year period How do we compare in 2016/17 Indicator 2014/15 2015/16 2016/17 Peer Group SPBM House Mark Satisfaction % of customers satisfied with the 95 95 97 90.7 89 86.55 overall service they receive % of customers satisfied with the 93 93 100 84 88 84 quality of their home % of customers satisfied with their 96 96 100 80 89 85.6 neighbourhood % of customers satisfied that their 92 92 99 88 86.67 83 rent is VfM % of customers satisfied that their 88 88 97 78 75 71 service charge is VfM % of customers satisfied with the 100 100 94 85.1 85 80 repair & maintenance service % of customers who believe that the 74 74 94 76 79 69.4 Association listens to your views and acts Repairs & Maintenance % repairs completed within target 99 99 99 97.79 96.15 no data % emergency repairs completed 100 100 100 100 100 no data within target Rent collection & arrears Average weekly gross rent (including 82.22 84.1 82.53 87.46 101.18 no data service charge) (£) % rent collected 99.08 99.14 100 99.95 99.91 99.94 % Rent arrears net of Housing Benefit 3.1 3.61 3.23 2.97 1.51 2.23 % - current arrears 3.1 3.61 3.23 3.23 2.6 2.55 % - former tenant arrears 0.51 0.8 0.89 0.82 0.67 1.12

Voids & relets % void loss - General Needs 0.36 0.22 0.16 0.41 0.46 0.61 Average re-let time - General Needs (days) 20 25.82 14 18.25 17 19.73 Average re-let time - Sheltered (days) 12 18.2 17 28.54 22.08 29 Cost Metrics Weekly operating costs per 67.87 63 73.67 60.88 89.96 no data property (£) Operating costs as a% of turnover 69.23 58.42 70.89 66.57 74.06 no data Average weekly management costs 18.29 18.66 30.82 15.57 17.5 no data per property (£) Weekly investment per property (£) 37.19 30.35 21.21 21.21 23.76 no data Cost per property of housing no data 302.72 305 374 389 275.21 management (£) Cost per property of responsive no data 549.92 585 679 664 705.58 repairs and void works (£) - new Cost per property of major and no data 1152.7 1025 942 925 1405.3 cyclical works (£) new Overhead costs as a % of turnover (new) no data 12 20 15.43 15.24 10.57 15 APPLICATIONS, ALLOCATIONS AND VOIDS APPLICATIONS AND VOIDS All 26 vacant properties were allocated to applicants with a Liverpool postcode. The Association received 86 applications during the year, all of the applications were from people who 9 of the vacant properties were allocated to described themselves as UK or European. applicants currently living on the village. Over 50% of the properties were accepted by the 81 of the applications received were from first people to be made the offer. applicants residing in an address with a Liverpool 100% of the houses were accepted by the first postcode, over 60% of the applicants were from people to be made the offer. L3, L4 or L5 postcodes. The Association received applications from as far as Dorset and Torquay. Of VOID RE-LET TIMES AND VOID COSTS the applications made 32 were accepted on to our Average re-let time decreased from the previous waiting lists. The type of properties that applicants year. During 2016/17 we took 14 days to let a applied for was evenly spread between houses, general needs property this compares with 26 bungalows and our sheltered scheme. The main two days in 2015/16, and 17 days to let a property in reasons applicants did not get on to our waiting list our sheltered scheme Robert Lynch House this was firstly, because they were already adequately compares with 18 days in 2015/16. housed, many already having tenancies with other landlords in similar size properties that they were As a result of the reduction in the time it took us requesting or secondly because they required urgent to re-let properties void rent loss (the amount of rehousing and could not reasonably expect to wait rent lost whilst the property is vacant) also reduced years on our waiting lists before receiving an offer. from 0.22% in 2016 to 0.16% in 2017. As reported in last year’s Annual Report during the year the By far and away the most common reason for Association have been conducting a detailed analysis people applying to go on to our waiting list was that of void re-let times and void repair costs in an they felt unsafe in their current home. attempt to identify why some properties take longer to re-let than others or cost more to repair. The The Association had 27 properties become vacant Association looked at the type of properties that in the year ending 31/03/2017 these consisted of: become vacant, the age of the properties and the n 7 bungalows type of repairs carried out whilst the property was vacant. The exercise concluded that there was no n 6 houses obvious reason why void repair costs differ, generally n 5 flats (Sibert House + St Gerard Close) larger properties cost more to turn around than n 9 sheltered flats (Robert Lynch House) smaller properties. There were common repairs to n 1 property was vacant at 31st March 2016 all vacant properties such as, lock changes, and gas and electrical safety checks. Some void repairs could ALLOCATIONS - WHO DID WE LET be explained as general repairs which we decided OUR PROPERTIES TO? to undertake whist the property was vacant (such as fencing). Generally void repair costs were higher 4 of the vacant properties were allocated to if we had to redecorate a property prior to it being existing tenants – of these 3 downsized because of re-let which is why we introduced and encourage medical needs and 1 because of the effects of the decoration allowances for new tenants. bedroom tax. 19 properties were allocated to people from our The detailed analysis of void costs proved a useful waiting list. exercise even if it did not provide the answers we 3 properties were let to family members who were were looking for, Board have therefore decided to left in possession of the property following the extend the exercise to see if any lessons can be death of the tenant. learnt over a longer period of time. 16 RENT & RENT ARREARS

AVERAGE RENTS (Excluding Service Charge) Eldonians Eldonians Small HA’S National Smaller Liverpool April April (NW) H.A.’s Private Landlords 2017 2016 2017 2017 Max Housing Allowance (2017) 1 bed £66.93 £67.28 £75.10 £77.57 £90.90 2 bed £76.06 £77.29 £83.23 £94.33 £104.89 3 bed £82.09 £84.10 £94.30 £96.48 £120.82 4 bed £87.62 £89.67 £101 55 £108.26 £155.34 n Housing Allowance – is the maximum rent that can be charged by a private landlord in Liverpool that will be covered by benefit. Many landlords charge in excess of this figure. The difference being paid by the tenant. n As can be seen by the rent comparisons above Eldonian rents are consistently lower than the average rents in the North West and Nationally and considerably lower than rents charged by private landlords. n As per government guidelines the Association rents reduced by 1% from April 2017.

RENT COLLECTION & ARREARS - 2017

Eldonians Average N.W. Average all small Average Peer Group H.A. all Associations

Current rent arrears as 3.23% 2,87% 1.51% 2.23% a % of the rent role Former tenant arrears as 0.89% 0.82% 0.64% 1.12% a % of annual rent debit Rent collected in the 100% 99.95% 99.99% 99.94% year as a % of rent owed Rent written off as a % 0% 0.37% 0.19% 0.4% of the rent roll % of tenants that have been evicted for rent 0% 0.18% 0% 0.36% arrears in the year

COMMENT The Associations current arrears have reduced slightly from 2015/16 when they were 3.61% but they are still higher than the average in the North West and the National average for all Associations. The Association is aware of the level of arrears and is closely monitoring the situation. The target set of 3% has not been achieved but as can be evidenced by the rent collected in the year 100% up from 99.14% in 2015/16 we are moving in the right direction. However given the transition to Universal Credit reducing arrears is becoming harder to achieve. 17 REPAIRS PERFORMANCE 2016/2017 Eldonians Average N.W. Average all Average all Peer Group small H.A. Associations Number of repairs 2446 2238 1240 No figures issued in the year available % of emergency repairs completed 100% 100% 100% No figures within target (24 hours) available % of urgent repairs completed within target 99% 97.77% 97.1% No figures (5 days) available % of routine repairs completed within target 99% 97.94% 96.83% No figures (15 days) available % of tenants satisfied 100% 97.4% 97% 94.15% with most recent repair % of dwellings with a 100% 100% 100% 100% valid gas safety certificate % of gas safety checks 100% 100% 100% No figures completed with target available COMMENT The Association issued 2446 responsive repairs during the year slightly higher than 2015/16 (2093), this equates to 6.4 repairs per property. All performance targets were met or bettered and we continue to perform slightly better than those within our peer group and all small associations in England. Of the 2446 repairs 975 minor repairs were completed by Association staff and the remainder completed by outside contractors. REPAIR & MAINTENANCE COSTS - 2016/2017 During the year the association spent £657,944 improving or maintaining our properties that equates to approximately £1633 per property (inclusive of Eldonian House). This can be broken down as follows: Adaptations – Total - £17,662 The Association carried out disabled adaptations to 15 properties in the year, the type of adaptations ranged from supplying a second hand rail to taking out a bath and replacing it with a walk in shower. The total spend on adaptations came to £17,662 which was £2662 over the budget of £15,000 set by Board. Cyclical spending- Total - £205,382 Exterior painting of Eldonian House, Eldonian Village and St.Gerard Close – cost £114,212 Interior and exterior painting of Robert Lynch House – cost £17,661 Interior and exterior painting of Sibert House – cost £10,212 Flushing of central heating systems – cost £55,617 Gas Safety Inspections – cost £7680 Major Repairs/Renewals Total - £175,879 Upgrading Fire Alarms at Eldonian House – cost £17,250 Replacement of boilers at Eldonian House – cost £26,400 Final part of window replacement contract Eldonian Village – cost £132,229 Void Repairs – 26 vacant properties – Total cost £25,888 Routine Repairs – 2446 routine repairs – Total cost £233,133 18

HOW DOES OUR EXPENDITURE ON REPAIRS & MAINTENANCE COMPARE WITH OUR SPENDING LAST YEAR AND WITH OTHERS

Amount spent Peer Group National per property Eldonians Eldonians Regional Smalls National All per year/week 2016 2017 Average Average Associations

Amount spent on day to day and void £549.92 £585 £585 £654 £705.58 repairs per property (in the year)

Amount spent on major/cyclical £1152.70 £1025 £892.40 £900.20 £1405.34 repairs per property (in the year)

Day to day repair spend per property £11 £11.46 £6.79 £8.38 No figure per week available

Cyclical spend per £0.47 £10.46 £2.99 £3.68 No figure property per week available

Major works spend per property per £21.70 £9.96 £9.79 £10.24 No figure week available

Void repair spend per property per £1.73 £1.27 £1.41 £2.01 No figure week available

Overheads relating to repairs expressed £1.77 £2.33 £4.86 £5.05 No figure as £ per property available per week

COMMENT The Associations spend on day to day and void repairs is slightly higher than last year but average for smaller Associations working in this region and less than that spent Nationally. Void repairs reduced from £1.73 per property per week to £1.27 reflecting the effort the Association put in to voids and the change in policy which saw the introduction of decoration allowances. The amount spent on cyclical works increased from £0.47 to £10.46 per property per week was a result of the cyclical painting of the village, Eldonian House, Robert Lynch House and Sibert House. At the same time we saw expenditure on major works decrease from £21.70 to £9.96 per property per week as a result of the window replacement programme coming to an end during the year. Overall, the amount we spent on major and cyclical work is slightly down from last year, I expect the amount we spend to decrease further next year because no major works are planned. The Association employ 2 members of staff to carry out minor repairs whilst this saves money employing contractors to carry out these very minor repairs it does add to our overheads. All of these factors have contributed to the Association spending nearly 30% of our rent role in the year on repairs and maintenance. 19 FINANCE

Statement of Financial Position for the year ended 31 March 2017 Notes 2017 2016 £ £ £ £ Fixed assests Tangible fixed assets 9 17,683,955 17,853,586 Current assets Trade and other debtors 10 35,509 42,997 Investments 1,794,517 1,505,727 Cash and cash equivalents 170 215 1,830,196 1,548,919 Less: Creditors: amounts falling due 11 (486,248) (434,335) within one year Net current assets 1,343,948 1,114,584 Total assets less current liabilities 19,027,903 18,968,170 Creditors: amounts falling due 12 (14,690,109) (15,077,383) after more than one year Total net assets 4,337,794 3,890,787 Reserves Share capital 14 194 211 Income and expenditure reserve 4,337,600 3,890,576 Total reserves 4,337,794 3,890,787

Statement of Comprehensive Income for the year ended 31 March 2017 Notes 2017 2016 £ £ Turnover 2 2064,144 2,003,143 Operating expenditure 2 (1,463,432) (1,222,907) Operating surplus 600,712 780,236 Loss on disposal of property, plant and equipment (9,864) (33,275) Interest receivable 5 5,630 6,572 Interest and financing costs 6 (142,328) (151,156) Pension interest expense (6,000) (4,000) Surplus before tax 7 448,150 598,557 Taxation 8 (1,126) (1,350) Surplus for the year 447,024 597,207 20 BREAKDOWN OF OUR INCOME 1% Management Fees 3% 84% Shared Rent Ownership 1% Eldonian House Lease 2% Supporting People 9% Service Charges

BREAKDOWN OF OUR EXPENDITURE 10% Services 27% 13% Routine Interest Maintenance Charges 4% Community Activities

28% Salaries 11 % Office 7% Running Planned Costs Maintenance 21 ELDONIAN HOUSE

Eldonian House was built in 1989 as a frail elderly improvement, generally it found the level of care scheme, but over the years the care needs of those provided to be good. When the CQC asked people within the home changed and today Eldonian House in the home their views of the staff their comments provides care and support for very vulnerable included “they’re kind “, “they treat me very well”, elderly many of whom suffer with dementia. “we have a laugh and a joke together” and “I can’t say anything bad about them”. Relatives also spoke Eldonian House is owned by Eldonian CBHA Ltd very highly of the staff with comments including, “they and twelve months ago the scheme was at risk treat her normally, not as if she is stupid, just like a of closing when the then specialist care provider friend” and “I can tell by the way she responds, she decided to retire and not renew the lease. greets staff with a big smile and they treat her with a lot of respect”. One of the points made by the CQC In the current economic climate it was difficult to find during their visit related to the poor state of the a new specialist care provider but the Association outside courtyard which made it difficult for residents were lucky enough to be put in touch with Mario to make use of this outside space. Board decided Delpinto who already provided the type of specialist to spend nearly £5,000 to take up the uneven or care we needed in his care home Autumn Lodge broken paving stones and replace them with artificial situated off Warbreck Moor. grass making it a welcoming and safe space for residents to use. In May 2016 the Association granted Mario (Delpin Ltd) a 10 year lease on Eldonian House thereby Eldonian House is a valued asset to the community securing the future of the scheme, its residents and and one that Board would never have allowed to staff. close unless there was no other option and although we do charge Delpin Ltd a rent for the building any Since May 2016 occupancy has risen to full capacity, income we derive from the scheme goes towards staffing levels have increased and a number of physical maintaining the fabric of the building and replacing improvements have been made to the scheme. component parts when needed.

To date Delpin Ltd have invested £64,000 of their own money and plan to invest even more in the future. As owners of the building the Association have spent over £50,000 changing the boiler system, fitting a new fire alarm system and painting the exterior of the building.

Eldonian House is regulated by the Care Quality Commission who regularly carry out unannounced inspection visits, one such visit took place in April 2017 and whilst the report identified areas for PROFESSIONAL ADVISORS

The Eldonian Community Based Housing Association would like to thank all the various people and organisations for their help and support over the last 12 months.

Solicitors Social Enterprise Partners Communications, Design Brabners LLP Sefton New Directors and Print Horton House, Exchange Flags, Dunningsbridge Centre, CDP Liverpool L2 3YL 156 Park Lane, Netherton, 74-82 Rose Lane, Liverpool Liverpool L30 1RW L18 8EE Bankers The Co-operative Bank Employment Advisors The Community Housing 11th Floor, The Plaza, Abbey HR Association 100 Old Hall Street, One Mitchell Court, (North West Group) Liverpool L3 9QL Castle Mound Way, Rugby, CV23 0UH HSBC Erskine Murray 9th Floor, Building Insurance Brokers Health & Safety Advisors Royal Liver Building, Chesham Insurance Croner Group Ltd Pier Head, Brokers Croner House, Wheatfield Way, Liverpool L31 1HU 1 Penman Way, Grove Park, Hinckley, Leicestershire LE10 1YG Leicester LE19 1SY IT Services Internal Auditors Aabyss Ltd Vehicle Insurance Brokers TIAA Ltd 19 Meridian Buisness Village, Towergate Risk Solutions 53-55 Gosport Business Centre, Hansby Drive, 8th Floor, Block C, White Friars, Aerodrome Road, Gosport, L24 9LG Lewins Mead, Bristol BS1 2NT PO13 0FG

Auditors Benchmarking Mitchell Charlesworth Acuity Photographs used in this Annual Report reproduced by kind permission of: 5 Temple Square, Temple Street, 61 Surrenden Crescent, Brighton Liverpool City Council and Eric Sutton Liverpool L2 5RH BN1 6WE WHAT IS THE BEST THING ABOUT LIVING ON THE ELDONIAN VILLAGE? The bigger the word the more times it was mentioned.

Taken from the Customer Satisfaction Survey 2016

Contact us: The Tony McGann Centre • Eldonian Village • Burlington Street • Liverpool • L3 6LG Tel: 0151 207 3406 • Fax: 0151 207 4038 Email: [email protected] www.eldonians.org.uk

Opening Hours: Monday - Friday 9am - 4pm

Eldonian CBHA Ltd, Registered under the Co-operative and Community Benefit Society Act 2014. No. 24822R Registered with the Homes and Community Agency. No. C3609 Member of the National Housing Federation Member of the The Community Housing Association North West Group