PASSIONATE • PROFESSIONAL • CARING 2013-

ANNUAL REPORT & -2014FINANCIAL STATEMENTS 2 Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring 3 Work has commenced on our site at 20-22 at site has commenced on our Work 14 will provide which Russell Hill, Purley, to to be offered flats one-bedroom housing supported people leaving for Council living. independent for ready are who will bring our of this scheme Completion an end but to programme development current strengthen to ways look for to will continue we we balance sheet and expand the services our communities. of our the residents for provide able to were we pleased that very I am to the Board on members new co-opt five a following year, this of Management be to fortunate are We drive. recruitment are who those members replace able to of range a broad also ensure and retiring the future. skills and experience for Every year brings its own challenges and challenges brings its own year Every of the management review had to have we in changes reflect schemes to sheltered our funding provides Government the way the These budget. its Supporting People from of the replacement led to have changes with a schemes these at the Managers and and support team, housing dedicated in patience tenants’ for grateful are we arrangements. new the adapting to David Scott David Chairman

Westdene, our extra care scheme in care extra our Westdene, also was Croydon, Road, Chatsworth 2014 after us on 28th March handed back to of out- replacement the saw This remodelling. two- and spacious one- with flats studio dated specifically which are of two flats, bedroom plus the users, wheelchair designed for and upgrades unit of a Dementia provision kitchen. and catering the communal areas to Westdene, that ensured have works These to opened in 1988, can continue first which accommodation care modern extra provide of Croydon. residents the benefit of for Our development programme continued continued programme development Our and 30a Russell Hill, year the through 28th March on over handed was Purley, consists development impressive This 2014. one and four two-bedroom of seven families and single people. for flats bedroom Council’s Croydon from Nominations being fully these flats list led to waiting handover. after occupied shortly I am pleased to introduce the Association’s Association’s the introduce to I am pleased for Financial Statements and Annual Report 2014. ended 31st March year the financial Chairman’s Report Chairman’s 04 Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring What our partners say... Housing Association Limited Lingfield Lodge, whichisuniqueinits service provision. The involvement of Eldonhasassisted greatly inthe smooth running of ourscheme, Teams. HR and Finance its and Elizabeth Executive, Rangé Chief Eldon’s started in2003 andwecontinue to benefit from the expertise from andadvice Eldon HousingAssociation’s partnership with HousingSociety element inthe excellent service provided by Eldon. knowing also that there willbe support shouldit be needed. This isanimportant being so, the tenants are expected to be independent, andmost, if notnot all,enjoy acare this home. It exists to provide ‘sheltered accommodation for the elderly.A feature This of the service that Eldonprovides istenant support. Marten House is ensuring the financialstability of this smallHousing Association over the years. importantly the tenancy level of the House hasremained high throughout thereby only hasthe House andgarden been maintained to agood standard of upkeep, most administration andare to be congratulated ontheir highlevel of achievement. NotManaging Agents responsible for the day to day running of Marten House andits For the last 20 years, Eldonhasacted for the Croydon Unitarian HAas develop andadapt to the future organisational demands andchallenges that lieahead.” the future. By understanding andsharingCroydon’s priorities the Association can intelligently evolve for the longterm enabling it to become the enterprising Council of Association’s fresh approach to service delivery ishelping the Council to adapt and andefficiencies,savings whilst continuing to serve local communities andcitizens. The The Association understands the challenges faced by local authorities indelivering the Future (New 4Old)PFI Project. Care andHeavers, Addington andLangley Resource Centres through their Homes for providing aneffective, efficient Facilities Management service at FellowsEldon Housingcontinues to Court workhard with Croydon Extra Council to deliver whilst savings HOUSING SOCIETY LIMITED Croydon Unitarian EAST GRINSTEAD Integrated CommissioningUnit (Adults) Rev. Jim McClelland arca Richardson Patricia Croydon Council Chairman Chairman Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring 05

redundant and introducing our own Floating Floating own our introducing and redundant made this change Having Support Service. part of Croydon for tender able to were we Unfortunately service contract. new Council’s lead to which unsuccessful was tender our support level the low replace decision to our services. alternative own with our requirement Association of 2013 the During the summer Carleen Manager, a Housing recruited in brings experience who Williamson, and managing support services. delivering safeguarding, with her combined This involvement and tenant risk assessment the Head has strengthened knowledge Team considerably Office of a appointment additional recent The Beveridge, Elaine & Support Officer, Welfare services support the changed has improved which involvement and enhanced tenant the re-establishing to way a long has gone tenants our with caring relationship working is now Services Team Tenant Our involvement tenant broadening towards lead committee tenant formed with a newly establish will help to and it is hoped this plus one choice activities popular regular involvement and a greater events off special service. in management are and Staff of Management Board Our with tenants our to providing committed continue enable them to the support to independently. living

Elizabeth Rangé Chief Executive

The Association and more importantly importantly and more Association The pride in line staff have front valued our our of services to variety a delivering way. in a caring and professional customers legislation things with many as However cut-backs often and Government changes changes. necessitate the public funding cuts to saw year This impacted which service Supporting People such as us. Providers upon Registered providing of a staff member presence The and safety boredom, isolation, solutions to funded years many for was companionship was This and service charges. rents through Supporting People by be funded to changed in 2002 Authority the Local from Grants of support availability financed the which all tenants. services to of personalised the introduction With empower to and the drive budgets specific own their manage to individuals Teams services the Supporting People This funding distribution. their changed fund could no longer we that meant change tenants all our service to an availability Scheme Managers. our through Local was of this change result The decided to in some areas, Authorities, of support to the provision outsource In the case of the organisations. preferred a to a change of Croydon Borough which chosen, was Support Service Floating providers external to in invitations resulted of support the provision for tender to own people in their services to as well as homes in the community schemes. in sheltered by responded Association The service delivery own our reviewing which of funding availability in terms taking the difficult in us resulted Scheme Managers our make decision to Chief Executive’s Report Executive’s Chief 06 Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring 30a RussellHill,Purley inMarch 2014. re-development, andtheopeningofour schemeat Purley inSeptember 2013,to facilitate to 31stMarch 2014 with the closure of Allan House, The Association’s stock changed duringthe year Our Schemes • 7x1Bedroom Flats Accommodation for recovering mentally ill Merstham Ashdown House, Bletchingley Road, Claremont Court, Road, SouthNorwood • 1x2Bedroom Flat • 11x1Bedroom Flats Ordinary Sheltered Housing Scheme (managed by aspecialistprovider) • 4x1Bedroom Flats NeedsGeneral Accommodation • 3xStudio Flats Flexible Care Sheltered Housing Scheme Bardsley Court, , SouthNorwood 30a RussellHill,Purley • 3x2Bedroom Bungalows • 7x2Bedroom Flats • 24x1Bedroom Flats

Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring 07 • 23 x 1 Bedroom Flats • 23 x 1 Bedroom • 2 x 4 Bedroom Flats • 2 x 4 Bedroom • 18 x 1 Bedroom Flats • 18 x 1 Bedroom • 9 x 1 Bedroom Bungalows • 9 x 1 Bedroom • 8 x 2 Bedroom Flats • 8 x 2 Bedroom Coombe Road, Croydon Road, Coombe Accommodation General Needs Flats • 4 x 3 Bedroom Lindsay Court, Eden Road, Croydon Eden Road, Court, Lindsay Scheme Housing Sheltered Care Extra Flats • 6 x Studio Joan Nightingale House, House, Nightingale Joan Heath Haywards Road, Bolnore Scheme Housing Sheltered Care Flexible Flat • 1 x 2 Bedroom Flats • 4 x 1 Bedroom Flats • 21 x Studio • 2 x 2 Bedroom Flats • 2 x 2 Bedroom • 24 x 1 Bedroom Flats • 24 x 1 Bedroom Extra Care Sheltered Housing Scheme Scheme Housing Sheltered Care Extra Westdene, Chatsworth Road, Croydon Road, Chatsworth Westdene, Garden Court, Park Hill Rise, Croydon Hill Rise, Croydon Park Court, Garden Scheme Housing Sheltered Ordinary Fellows Court, Morland Road, Road, Morland Court, Fellows Scheme Housing Sheltered Care Extra Flats • 32 x 1 Bedroom 08 Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring the number ofnoanswers. ways to complete thesurveys will result inanincrease inthenumber ofreplies anda reduction in how this andother surveys are presented. It ishopedthat by providing our tenants with various The number ofunanswered questions increased this year and we are considering ways to improve our tenants. The following extract from our survey shows theresults inkey areas that are important to introduced Part-Time Premises Officers whichhashadapositive effect. percentages. As adirect result ofadditionalsurveys completed at theaffected schemes we Changes to thestaffstructures at someofour schemes willhave hadabearingonthese the 83%from last year. 63% ofour tenants rated usanExcellent/Good landlord which isasubstantial decrease on House, which was transferred to usinMay 2013 were includedfor thefirst time. a response rate of58% which was slightly down on2013. The tenants at Joan Nightingale 173 questionnaires were issuedto our sheltered housingtenants with 99returned giving Tenants Survey 2014 Our Performance Repairs &Maintenance TakingTenant’s Into Views Account Keeping TenantsInformed 2014 2014 2014 Very Good Satisfied Satisfied Satisfied Satisfied 12% 16% 18% 47% 47% 31% Good Very Very 2013 2013 2013 Very Good Satisfied Satisfied Satisfied Satisfied 56% 39% 24% 35% 39% 43% Good Very Very Value for Money 2014 2013 for rent Satisfied Satisfied Satisfied Satisfied 48% 33% 27% 33% Very Very Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring 09

2012/13 901 884 98% 98% 1947 1988 2889 2 2012/2013 7 0 22 3%

915 922 3% 99% 98% 2524 2570 3492 4 5 2013/14 Let over 11 weeks weeks 11 Let over 15 10 2013/2014 31

Type of Accommodation Extra Care Extra

Flexible Care Flexible General Needs General 34 13% Ordinary Sheltered Ordinary 40% 4 9 8 Let within 5-10 weeks Let within 5-10 10 Void Achievements Void 7 4 8 15 Number of lettings Number 84% Source of Referrals Source Age UK Age 57% Social Services Let within 4 weeks Internal Transfers Internal Croydon Council/ Croydon Direct Applications Direct Calls from Homes for the Future Schemes* the Future for Homes Calls from within to Schemes* responded the Future for Homes Calls from times rectification laid down Total number of calls to Help Desk of calls to Help number Total Calls from Eldon Schemes responded to within laid down within laid down to Eldon Schemes responded Calls from times rectification Calls from Eldon Schemes Calls from * These are 4 Registered Care Homes with Day Centres and office accommodation at which the at and office accommodation Centres with Day Homes Care 4 Registered are These * services. Management full Facilities provides Association Facilities times and the rectification within the laid down 97% of calls to respond is to target Our Desk. the Help in calls to with a 21% increase even this target exceed to continue Team Management received The calls based. maintenance staff are or tenants own our from of calls received majority The and domestic maintenance Schemes include both the Future for Homes Council’s Croydon from Help our through reported to be small how no matter everything requires the contract where issues staff. on-site by upon immediately then acted are which of Desk, the majority Facilities Management 1st April 2013 – 31st March 2014 2013 – 31st March April 1st Management Facilities hours and during office week a 7 days a day 24 hours is available Desk facility Help Freephone Our weekends including Office and out of hours, Head based at Administrator Services our is manned by rota basis. on a Officers Maintenance our by and Bank Holidays, Lettings 1st April 2013 – 31st March 2014 March 2013 – 31st April 1st Lettings After seeing an increase to 84% of flats let with 4 weeks in 2012/2013 this dropped to 57% duringdropped this weeks in 2012/2013 4 with let to 84% of flats seeing an increase After result of in the main as a were weeks 4 of target within our in letting flats delays The 2013/2014. the reduce to ways looking at are Team Services Tenant our nominations, Authority Local for waiting nominations. time for waiting 10 Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring Balance Sheet asat 31stMarch 2014 Our Finances Debtors Current Assets Investments FixedOther Assets Less: Housing Association andother Grants Housing Properties FixedTangible Assets Cash atBankandInHand PFI FinanceDebtor dueafter more thanone year Amounts Falling Due Within One Year Less Creditors Revenue Reserve Restricted Reserve Called Up Share Capital Capital andReserves Amounts Due After More Than One Year Creditors Pension FundLiability Provision for LiabilitiesandCharges Total Assets Less Current Liabilities Net Current Assets /(Liabilities) (5,683,888) 20,024,531 20,024,531 10,804,428 10,365,878 15,534,700 (1,145,775) 10,631,152 3,434,369 9,850,812 9,223,337 16,516,151 9,220,103 508,878 780,340 633,663 173,276 64,000 2014 £ 9,896 115 (13,872,294) (5,840,897) (2,907,603) 10,964,691 12,370,292 4,573,348 4,573,348 6,529,395 7,296,385 9,465,681 7,480,951 2,059,219 1,052,324 2,217,520 286,000 766,990 446,686 184,566 2013 £ 10,487 122 Eldon Housing | Annual Report & Financial Statements 2013-2014 | Passionate •Professional • Caring

Income and Expenditure Account For the year ended 31st March 2014

2014 £ 2013 £

Turnover 4,438,828 4,278,027 Donation from Transfer of engagement 1,109,308 - Total turnover 5,548,136 4,278,027

Operating costs (3,682,337) (3,339,186) Impairment costs (214,547) (186,024) Total operating costs (3,896,884) (3,525,210)

Operating Surplus before donation 541,944 752,817

Operating Surplus after donation 1,651,252 752,817

Dividend receivable 47,621 34,500

Interest receivable 13,464 12,393

Interest payable (746,079) (747,886) Surplus for the year 966,258* 51,824

* This unusual surplus is as a result of the merger with The Little Black Bag Housing Association Eldon Housing Association Ltd Auditors (a Charitable Housing Association) Nexia Smith & Williamson Registered Office 25 Moorgate 7 Banstead Road, Purley London EC2R 6AY CR8 3EB Solicitors t: 020 8668 9861 Batchelors Solicitors e: [email protected] Charles House w: www.eldonhousing.co.uk 35 Widmore Road BR1 1RW Registration Number: L3262 Streeter Marshall Industrial and Provident Society Number: 24341R 74 High Street A Member of the National Housing Federation Croydon CR9 2UU Registered with the Care Quality Commission as a Trowers & Hamlins Domiciliary Care Agency Sceptre Court 40 Tower Hill Accepted as a Charity for tax purposes by London EC3N 4DX HM Revenue & Customs Number: XN64127 Bankers AIB Capital Markets Our Board St Helens David Scott – Chairman 1 Undershaft London EC3A 8AB Alan Catterick, MCIH, MSME(USA) – co-opted Mar 2014 Barclays Bank PLC Leslie Clark – co-opted March 2014 54 Lombard Street Darren Eade, BA Hons, ACMA London EC3P 3AH Gerald Ellis, JP - Deputy Chairman Unity Trust Bank PLC Nine Brindleyplace Andrea Cannon, BA, FCIH - Retired Dec 2013 Birmingham B1 2HB Ethel Dixon SRN, SCM - Tenant Member Martin P Doughty, BSc., MRICS Dan Gower-Smith – co-opted March 2014 Colleen Guy, MA., HRS Maria Linford, RGN Warren Myles, MCIH Eileen Nutting, MCIH Aedola Oke, MCIH – co-opted Mar 2014 Maurice Rumbold, - co-opted March 2014 Kevin Wheeler, MA, MCIH

The Association is committed to the spirit and essence of the Code of Governance published by the National Housing Federation and complies with the Code in all material areas. The Association is compliant with the National Housing Federation’s Code on Excellence in Standard of Conduct. 140490