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 , 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.

Accord Group ANNUAL REPORT 2010 Accord Group ANNUAL REPORT 2010 12 PEOPLE PEOPLE 13 1. The Big Do 1 Ashram’s Annual ‘Big Do’ resident celebration was held in Meriden and was as popular as ever.

2. Innovation Works The Innovation Works @ Rubery Owen PLACES provides a wide range of training to help people manage where they live.

This year the Accord Group secured a £135m funding facility to secure our ambitious 5-year development programme, a testament to Creating the safe, sustainable 2 3. Showell Court the strength and depth of our Group structure during a challenging The Mayor of , economic environment. Councillor Surjan Singh Duhra, and friendly neighbourhoods with local children at the opening of Showell Court. where people want to live has Flagship developments such as our £7m Showell Court Extra Care scheme in Wolverhampton bring the community into the care setting always been at the heart of our by providing facilities such as a neighbourhood café and activities for 4. Walsall Waterfront residents, their families and local people. This flagship scheme will create work. Today, more than ever, high-quality housing for hospital we are expanding the scope of The Walsall Waterfront scheme – the largest Government Kickstart- employees and local people in Walsall. funded programme outside of London – has brought together the our work to transform society; public, private and health sectors to create a mixed neighbourhood and community space. building the high-quality 5. Eastern Gateway 3 4 Consultation with local people is now The completion of the Alma Street scheme in signified a underway on this major regeneration affordable housing people need new era for our latest partner Caldmore, once again able to develop project in Sandwell. within the framework of a Group structure with the capacity and is just the starting point. expertise to build homes for local people. 6. Alma Street We also hope to secure funding for the ambitious Eastern Gateway This new development is helping to meet housing need in Darlaston for project to transform a commercial area near town a range of people. centre into a residential quarter as part of the wider regeneration of Sandwell.

The Neighbourhood Resource Centre for Central England is delivering capacity building programmes for frontline practitioners 5 and residents to co-design and develop future neighbourhood services through activities such as Mini Total Place, Planning for Real and specialist training.

Looking forward, public sector constraint will require new thinking to deliver solutions which create a stronger, more cohesive and aspirational society. The Accord Group is already exploring how we can do more for less – and better. Our role will increasingly emerge as an ‘anchor’ for communities, providing support and 6 PLACES. encouragement for people to fulfil their aspirations.

Accord Group ANNUAL REPORT 2010 Accord Group ANNUAL REPORT 2010 14 PLACES PLACES 15 By helping people to achieve their aspirations and fulfil their potential, we can provide the tools for communities themselves to build a better society.

Involving and empowering people in making choices about their The Innovation Works also hosts our Fit for the Future programme, neighbourhoods encourages ownership and builds confidence and which is providing training for up to 600 residents in Energy skills. In our co-operatives, a high proportion of residents access Management and offering accredited training, placements, and training that we provide or take part in civic society through roles paid roles as Community Climate Change Champions. Our longer such as school governorships. term aim is to create a social enterprise to fit green technology onto homes, cutting carbon emissions and fuel bills. Our Corporate Social Responsibility Strategy guides our work in a wider range of projects, from involvement in Walsall Education Our unique youth engagement website www.socialbreakfast.org Business Partnership to our programme to recruit 50 apprentices enables young people to influence decisions on the housing sector during the next year and encourage volunteering, internships and and related services by developing their leadership, skills and placements. Moseley and District is working with school leavers offering other opportunities. It is run for the Accord Group by Ashram from Aston Manor School to provide placements with its and involves more than 30 young people who have been trained and maintenance and communities teams. employed as Citizen Journalists through the Future Jobs Fund.

Our dedicated training and enterprise hub, the Innovation Works The community-based associations within the Group, such as Accord, @ Rubery Owen, provides an infrastructure for fledgling businesses Caldmore and Moseley & District offer direct support to residents in and organisations as well as hosting the Neighbourhood Resource numerous ways, from financial advice to mentoring and work placements. Centre for Central England and the internationally-acclaimed Fry Housing Trust is working with Walsall Football Club and Sutton Planning for Real consultation system. College to give ex-offenders access to new skills and training.

Accord Group ANNUAL REPORT 2010 Accord Group ANNUAL REPORT 2010 16 OPPORTUNITY OPPORTUNITY 17 2009-2010 compliments and complaints:

Amount % Total number of compliments received 453 Total number of complaints received 420 dealt with at Stage 1 372 89 dealt with at Stage 2 10 2 dealt with at Stage 3 3 1 Going to Ombudsman 3 1 Awaiting resolution 32 7 HOW EVERY £1 OF TENANT’S RENT WAS SPENT: ACCORD GROUP HOUSING STOCK

£Pence Services, Care & Support 36 At 31 March 2010 Stock Interest on Loans 20 General Needs 7473 Management Costs 16 Supported 1741 day to Day Repairs 17 Leasehold 1373 planned Repairs 8 In development 177 Bad debts and voids 3 Total 10764

Accord Group ANNUAL REPORT 2010 Accord Group ANNUAL REPORT 2010 18 ACCORD GROUP FACTS AND FIGURES ACCORD GROUP FACTS AND FIGURES 19 REPAIRs: SOURCE OF NEW LETTINGS: Total number of repairs 31702 Total number of emergencies 6046 Total number of emergencies completed on time 5929 % Emergency completed within target 98%

Total number of urgent repairs 11147 Total number of urgent completed on time 9859 % Urgent completed on time 88%

Total number of non-urgent repairs 14509 Total number of non-urgent completed on time 13906 referrals 653 % non - urgent completed on time 96% Nominations 321

Transfers 83 Total number of satisfaction returns 3171 direct applications 413 Number of “satisfied” returns 2754 other 121 % “satisfied” returns completed on time 87% Total no. of lettings 1591

Total number of properties requiring a CP12 5367 Number of properties with valid CP12 5330 Total number of properties with a CP12 99% TYPE OF NEW LETTINGS:

EMPTY HOMES: Number of empty homes at 31 March 2010 89 Percentage of homes let in the year 15% Average time to let 3 weeks Average cost of works for re-letting £1,361

Single adult 1048 older couple 78 Two adults (no children) 51 one adult (with at least one child) 303 Two or more adults (with at least one child) 109 other 2

Accord Group ANNUAL REPORT 2010 Accord Group ANNUAL REPORT 2010 20 ACCORD GROUP FACTS AND FIGURES ACCORD GROUP FACTS AND FIGURES 21 THE ACCORD GROUP Accord Group Account Summaries WORK PROFILE 2010: 117 CARIBBEAN - 8% year ended 31 March 2010 1054 WHITE - 71% 108 INDIAN - 7% Year Notes to 2008 2009 2010 31 PAKISTANI - 2% Total Accounts £’000 £’000 £’000 10 BANGLADESHI - 1% 85 AFRICAN - 6% Income and Expenditure* 20 BLACK OTHER - 1% Income 32 UNDISCLOSED - 2% Rents, Service Charges, Support, etc 2 33,191 42,158 54,799 Shared Ownership 1st tranche sale proceeds 2 4,292 3,546 0 24 ASIAN OTHER - 2% Interest earned 2 81 123 64 Sale of housing and other properties 4 2,595 1,373 207 Staff Number: Age Profile: 0ther income – – – 315 Full Time 55% Years: Staff: Years: Staff: Total income 40,159 47,200 55,385 Part Time 45% 16 – 18 14 51 – 60 251 Staff Gender: 19 – 20 24 61 – 70 78 Expenditure Male 23% 21 – 30 295 71 – 80 3 Operating costs 2 25,435 33,864 43,811 Female 77% 41 – 50 479 Shared Ownership 1st tranche sale costs 2 4,083 3,339 0 Interest on loans 2 7,687 7,740 7,907 Cost of housing and other properties sold 4 2,238 1,068 983 Taxation – – – 13 Total expenditure 39,443 46,011 52,714 716 1,189 3,654 Average weekly rents Balance Sheet at 31 March 2009*: Tangible Fixed Assets 295,024 433,665 570,916 Other Assets 32,881 14,632 23,662 Accord Group £74.33 Total Assets 327,905 448,297 594,578 Black County Housing £77.12

Bromford Housing £74.91 Financed by FCH £69.42 Social Housing Grant 134,568 186,761 239,749 Mercian £69.05 Loans 161,455 201,220 262,366 Midland Heart £75.21 Accumulated Reserves 23,063 45,209 75,331 Average £70.10 Creditors 8,819 15,107 17,132 National Average £75.91 327,905 448,297 594,578

*Data taken from RSR submissions 2009 * A full set of the group’s accounts can be found in the Financial Statements for the year ended 31 March 2010

Accord Group ANNUAL REPORT 2010 Accord Group ANNUAL REPORT 2010 22 ACCORD GROUP FACTS AND FIGURES THE ACCORD GROIP 23 The Accord Group is a family of seven organisations bchs Fairgate House, 205 Kings Road Tyseley, B11 2AA T: 0121 764 3807 F: 0121 764 3838

THE ACCORD GROUP Central Services 178 Birmingham Road, West Bromwich West Midlands B70 6QG Caldmore Area Housing Association T: 0300 111 7000 F: 0121 358 9011 18 Caldmore Green E: [email protected] Caldmore, Walsall WS1 3RL www.accordgroup.org.uk T: 01922 614505 F: 01922 630 389

Accord Housing Association Fry Housing Trust 37 King Street, Darlaston 43 Rowley Village, Rowley Regis West Midlands WS10 8DE West Midlands B65 9AS T: 0121 568 3900 F: 0121 568 6231 T: 0121 559 6406 F: 0121 559 4632

Accord CARE AND SUPPORT Moseley and District Churches Housing Association 178 Birmingham Road, West Bromwich 106 Alcester Road West Midlands B70 6QG Moseley, Birmingham B13 8EF T: 0300 111 7000 F: 0121 358 9011 T: 0121 442 5000 F: 0121 442 5050

Ashram Housing Association Redditch Co-operative Homes (RCH) Fairgate House, 205 Kings Road Britton House Tyseley, Birmingham B11 2AA Britton Street, Redditch B97 6HD Family! T: 0845 130 6110 F: 0845 130 6220 T: 01527 591170 F: 01527 597453

Accord Group ANNUAL REPORT 2010 Accord Group ANNUAL REPORT 2010 24 ACCORD GROUP FACTS AND FIGURES THE ACCORD GROIP 25 Designed and Produced by ®REPUBLIC 0121 460 1555 The Accord Group 178 Birmingham Road, West Bromwich, West Midlands B70 6QG Tel: 0300 111 7000 Fax: 0121 358 9011 Email: [email protected] www.accordgroup.org.uk www.accordha.org.uk

ACCORD GROUP ANNUAL REPORT 2010