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Accord Group Annual Report 2010 Our Mission

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Accord Group Annual Report 2010 Our Mission ACCORD GROUP ANNUAL REPORT 2010 OUR MISSION THE PEOPLE PROJECT 04 WELCOME FROM THE CHAIR 06 THE ACCORD GROUP MAKES A DIFFERENCE. EXECUTIVE SUMMARY 08 OUR custoMERS GET VALUE FOR MONEY, THE WAY WE WORK 10 PEOPLE 12 EXCELLENT SERVICES, QualITY, INNOVatION PLACES 14 opportunITY 16 AND A SENSE OF BELONGING. FACTS AND FIGURES 18 WE DO THIS BY EMpowerING OUR talented PEOPLE AND ENGAGING OUR RESIDENTS to GIVE AN outstandING SERVICE, ALL IN ALL GIVING A great custoMER EXPERIENCE! ACCORD GROUP ANNUAL REPORT 2010 ACCORD GROUP ANNUAL REPORT 2010 02 INTRODUCTION CONTENTS 03 PEOPLE PROJAll OEF the photographsC WT.IthIN thIS docuMent were taken as part OF THE ACCORD GROUP ‘PEOPLE PROJECT’. The People Project is capturing 1,000 self portraits taken by people in the communities where we work. Participants are also asked to explain what makes a great place to live. The People Project is a unique community arts and social research project part-funded by the Arts Council of England. You can find out more details at www.thepeopleproject.org.uk ACCORD GROUP ANNUAL REPORT 2010 ACCORD GROUP ANNUAL REPORT 2010 04 THE PEOPLE PROJECT THE PEOPLE PROJECT 05 WELCOME Of course, our work is also about places. Despite the current economic climate, we continue to develop the new homes local FROM people need and invest in the infrastructure to enable our communities to prosper. Our unique Group structure and our £135m five-year loan facility provide us with the expertise and capacity and to deliver development in partnership with the Homes THE and Communities Agency and local authorities across the Midlands and beyond. And our work is about opportunity. This year we will employ 50 apprentices from the areas where we work in a range CHAIR of roles across the Group. Our Fit for the Future programme is providing training for up to 600 residents in Energy Management and opening up new training and career pathways. These are just some of the ways we are providing platforms for people to achieve their potential. Finally, our work is about partnership. With a new coalition Government and sustained downward pressure on funding, we need to work much more effectively together to deliver more for less. Our vision Our work is all for ‘place’ is one where new broader and deeper progressive partnerships deliver the services and society people want and need. It’s a huge challenge, and one we relish. about people. We aim to create the places where people want to live and can fulfil their aspirations; to provide Care and Support to help people lead independent lives; to give people new opportunities for education, training and jobs. The dedicated and talented people we employ, the customers who give their time to help us shape services, and the partners who work AKSHAY PARIKH with us, all make this possible. CHAIR, THE ACCORD GROUP Board ACCORD GROUP ANNUAL REPORT 2010 ACCORD GROUP ANNUAL REPORT 2010 06 WELCOME FROM THE CHAIR WELCOME FROM THE CHAIR 07 EXECUTIVE Challenging times require creativity as well as courage. As we navigate an era of austerity and face a future of funding reductions, it is vital that we find new ways to grow, thrive and serve the community even more effectively. Our unique Group structure has proven both robust and flexible, with each partner SUMMARY able to adapt and evolve to meet new challenges locally, supported within a wider framework of sound finances and excellent service delivery. Each of our partners continues to push the boundaries to deliver more and better services to our customers. Our Help at Home project with Age Concern, which provides services such as DIY and gardening to older people in Walsall, demonstrates how innovation delivers new business opportunities. The Green Homes and Green Skills joint venture is providing a green technology training and installation programme which will create scores of jobs and cut carbon in hundreds of homes. This project was launched by a partnership of organisations keen to explore new ways of working together to achieve common goals. While we strive to adapt and innovate, we also continue to aim for excellence. Our ongoing success is real and tangible. It is measured and driven forward by the feedback we get from customers and their increasing involvement in shaping the homes and services that we provide. It is also reflected in our growing reputation and increasing recognition through awards, such as the Chartered Institute of Housing Regional Best Practice Award for our work on sustainability. Across the Group our focus remains the development and delivery of excellent services as the bedrock on which our business is based, from our corporate Resident creatIVITY AS WELL AS COURAGE Engagement Team to the Customer First Team, which celebrated a hugely successful first year. It is this solid platform which enables us to face the future with confidence A unIQue Group structure and continue to develop and diversify our organisation to meet the challenges of tomorrow. DELIVERING MORE AND BETTER SERVICES creatING SCORES OF JOBS DR CHRIS HANDY OBE, CHIEF EXECUTIVE, ACCORD GROUP INCREASING RECOGNITION THROUGH awards EXCELLENT SERVICES AS THE BEDROCK ON WHICH OUR BUSINESS IS BASED ACCORD GROUP ANNUAL REPORT 2010 ACCORD GROUP ANNUAL REPORT 2010 08 EXECUTIVE SUMMARY EXECUTIVE SUMMARY 09 THE WAY OUR MISSION REMAINS at THE “ The Accord Group makes a difference. Our customers get value for money, excellent services, quality, innovation and a sense of belonging. We do this by empowering our talented people and engaging our heart OF EVERYTHING WE DO. residents to give an outstanding service, all in giving a great customer experience.” OUR VALUES SHAPE THE waY OUR PEOPLE work to DELIVER OUR MISSION OUR PEOPLE GO GREEN Our talented and dedicated people are the key to our success. The Accord Group ‘Goal to be the Greenest’ campaign continues as The Accord Group is now a major employer with 1,400 people. part of our wider Corporate Social Responsibility Strategy. In 2009 we were delighted to achieve the Chartered Institute of Housing Best Putting People First Excellence through Innovation In 2010 we achieved Investors In People across the Group. Practice Award (Midlands) for our ‘Unique approach to sustainability’. People matter. We respond to need and promote choice We provide outstanding services by constantly seeking We are now working towards Gold Standard accreditation and by listening to our customers to deliver the housing, new and better ways to enhance our neighbourhoods and towards Investors in Excellence for the Group, having already We remain one of only a handful of housing organisations to have care and services that they want. safeguard our environment. achieved it for our Care and Support team. achieved the European Eco Management and Audit Scheme (EMAS) standard and are working hard to cut our carbon emissions and Our Organisational Development Strategy is leading us from reduce fuel bills for residents. ‘Good to Great’ through the delivery of key projects such as a Management Development Programme, a new Competency-based Our commitment is real and demonstrable; for example, in 2009 Making a Difference Committed to Communities Framework and our popular Staff Voices engagement forums. we saved almost 500,000 sheets of paper, enough for 15 sets of the Our goal of changing lives for the better underpins Working with partners to build sustainable and cohesive 32-volume Encyclopaedia Britannica! everything that we do. We help people to shape their communities is at the core of our work. We celebrate diversity A new recruitment process has drastically cut the ‘time to hire’ and destiny and realise their potential. and promote equality of opportunity for all. reduced costs, while enhanced IT for the HR Team will support the delivery of better performance management across the Group. ACCORD GROUP ANNUAL REPORT 2010 ACCORD GROUP ANNUAL REPORT 2010 1 0 THE WAY WE WORK THE WAY WE WORK 11 PEOPLE PEOPLE ARE AT THE HEART OF EVERTHING WE DO! People! Our customers influence the way we work This year we led, on behalf of Matrix Housing Partnership, one of the national Tenant Services Authority trailblazers to develop and through bchs and Redditch local offers, working with hundreds of people to establish their Co-operative Homes we actively support neighbourhood priorities for empowerment and involvement. the development of new co-operative and mutual communities where people run their Our Streets Ahead! and Big Do resident celebration and consultation events go from strength to strength and the 2010 Caldmore own neighbourhoods. Village Festival attracted a record 11,000 visitors over 3 days. We also strive to help the most vulnerable in society live independent Moseley and Districts summer resident consultation events and fulfilling lives. Our Care & Support team help a wide range of include the annual Garden Party which is held in the gardens people, from those coming out of the criminal justice system to at the rear of the association offices. people escaping domestic violence. Our ‘At Home’ floating support pilot project is breaking new ground in helping people with dementia Our new Group Community Arts Programme will further enhance to remain in their own homes, an example of how innovation is engagement across generations and backgrounds through a wide improving and enriching lives. range of media in 2010 and 2011. Today more than 300 residents, Service Users and customers are involved in shaping the homes and services that we provide. Our Group-wide Resident Panel oversees the work of individual resident panels and plays a key role in scrutinising and challenging the services that we provide. Our Residents’ Design Panel is helping us to deliver the new types of homes to meet the evolving needs of the communities that we serve.
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