Twentyriffic Years Providing Homes and Enhancing Lives Introduction
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Twentyriffic Years Providing homes and enhancing lives Introduction Welcome to our 20th birthday book we hope We have been busy introducing new ways that you enjoy reading the contributions from of working for our colleagues so that we can our residents, colleagues and partners reflecting make the best use of technology, streamlining the growth of the business over the last 20 years. processes so that we can spend more time out and about in communities rather than in It has been a tremendous journey from the the office. Working together as one team’ has day that our residents voted to transfer homes brought about some really innovative ways of from Worthing Borough Council to a new working and helping our residents in a variety organisation – Worthing Homes to today, as of ways whether this is about helping them you can see from the timeline later in the book. address issues of loneliness, tackling hoarding However, there are some things that have not issues, applying for training and/or employment, and will not change as they are part of our DNA: helping to move into a new home, sustain their • Commitment to delivering excellent customer tenancy or taking enforcement action. It all experience. comes from the desire to ‘Help people create a • Commitment to engaging with our residents sustainable future’. The feedback that we have and working with them to improve the services had from residents, colleagues and contractors that we deliver. is that the team are very friendly, willing to help, • Investing in existing homes. take ownership to get things resolved and make you feel part of the team and we very much • Investing in providing new homes. want this approach to continue. • Supporting the wider community. As to the next 20 years, the business is These building blocks for the culture of the financially strong, we are planning on continuing organisation have been firmly embedded and to invest in existing homes, regenerating areas means that we have a firm foundation in place where this is required, building new homes and in order to continue to develop and grow over communities, listening even harder to what our the next twenty years. We have continued to residents are telling us about our services, their develop our ways of engaging with residents homes and communities and together working whether this is through the residents’ panel, towards ‘Enabling everyone to live in quality sheltered housing forum, block representatives, homes and thriving communities’. on line surveys, or social media. The feedback that we receive is really important as it helps us to develop or improve services. Worthing Homes is formally 20 years old on the With the Government wanting to maintain strict knocking on every tenants’ door to check they 31st March. A great achievement but the story control of spending, they began promoting had all the information they needed and answer began some years before. something called stock transfer. This allowed any questions they had. A massive effort given Councils, if tenants agreed, to set up their everyone still had the day job of providing a first In the early 1990’s, thinking started to change housing departments as independent Housing class housing service. about council housing. Tenants started to be Associations. Still closely regulated to ensure thought of as customers, council housing was tenants rights but able to borrow and spend So after a phenomenal programme of consultation renamed social housing. All done to get closer money outside of council or government control. the vote was taken in the summer of 1998 which to the people who lived in council homes and gave a resounding majority of tenants in favour give them opportunities to get the services they Worthing Borough Council felt this was something of Worthing Homes becoming a housing wanted from their landlord. Worthing Borough that could deliver real benefits to tenants that association. A huge statement of confidence in Council’s response to this was to set up its they would never be able to do and was a natural Worthing Homes. Housing Department as a separate organisation next step for Worthing Homes . It carried out a within the Council called Worthing Homes full investigation and assessment of the possible But that was just first step. The focus had been on whose priority was to provide improved services pros and cons for both tenants and the town the vote and although thought had been given and involvement for tenants. which led to a decision in 1997, supported by both to what would need to be done if the vote was Councillors and officers to put a transfer proposal positive, nothing was yet in place. Not through This new approach was hugely successful. to tenants for them to vote on. oversight but because it could not be financially Satisfaction with the service improved justified until the tenants had decided what they dramatically, people now got involved with their The first step was to notify the government that the wanted Worthing Homes to do. landlord formally and informally to influence Council wanted to do this and ask to be included what Worthing Homes did. One tenant even in their stock transfer programme in 1999/2000. There then followed further months of hard work. wrote in to say “It is much better since Worthing While a positive answer came back, to general Recruiting staff, establishing a board of directors, Homes took over”. amazement they asked if the council could obtaining funding from the banks, registration with bring it all forward for inclusion in the 1998/99 the Housing Corporation, finalising the Transfer However, one huge issue remained – money. programme. Initial concern that there would not Agreement with the Council and most importantly Councils were restricted by the Government be enough time to get everything done particularly putting in place the programmes of service and on what they could spend so investment in to ensure tenants had all the information they home improvements that tenants were promised. improving people’s homes was limited and wanted and time to think about it eventually gave However, it all got done and Worthing Homes building new homes was impossible. While way to a determination to get it done. In retrospect formally came into being on March 31st 1999 people appreciated the great service they were it was a good thing, concentrating minds, purpose and the rest, as they say, is history. And what a now getting, they still wanted to know when they and direction. might get that long-needed central heating, new history, 20 years of providing great services and kitchen, new bathroom or double glazing. The This led to months of daytime and evening new homes. answer, if Worthing Homes stayed the same, was public and community meetings, newsletters, an Robin King no time soon. explanatory video and housing department staff Chief Executive from 1999-2004 Suzanne Newman Marketing and PR Officer About Us When I started 10 years ago Worthing Homes were busy celebrating their 10th birthday; and it was then I knew Worthing Homes has over 3,678 properties Our mission We believe that if we deliver and truly live these I had made the right choice to move housing 10,000 customers in the Sussex Enabling people to live in quality homes and values then everyone at Worthing Homes, our into housing. coastal area. We provide affordable rented thriving communities. customers and partners will take pride in being homes, key worker accommodation, low-cost involved with us as an organisation. They know Over the last 10 years I have shared ownership, sheltered housing and new Our vision that they can trust us to deliver an excellent watched my colleagues deal with homes for local people. We are committed to Helping people create sustainable futures. customer experience and work together as issues from the easy, like a leaking tap, providing great places to live and improving one team in shaping the places where they are through to the most difficult anti- communities. Our values proud to live and call home. social behaviour cases and each one Customer focus People are at the heart of has been dealt with in the same caring As an independent social business working with everything we do, and we remain focused compassionate way. local people and partners, we put our energy on ensuring all customers are given excellent into creating places where people want to live, service. Social housing residents have in recent investing in services as well as homes, whilst times been given bad press thanks to meeting our financial and corporate targets. Innovation As an organisation we are forward the media but I’m pleased to say that thinking and continually looking for ways to these kinds of resident are the minority improve, and new services to provide. and I have actually met the most Respect Everyone will be treated in a fair and fantastic, inspiring group of people in considerate manner, with individuals views our residents and for me that makes acknowledged. the job so worthwhile and rewarding. Clear We will ensure that we are open and Read on for more stories from our honest in all that we do; and that all of our colleagues (past and present), partners communications are understandable. and just a few of our many residents; Accountability We are dedicated to delivering as well as the timeline of our journey on the promises that we make. so far. Worthing Homes is launched with the support We pass our first Housing of Worthing Borough Council’s housing Corporation monitoring with personnel, 18 of whom are still with us today! flying colours, invest £3 million In our first year, we had over 9,000 visitors to in improvements; launch our our reception, which meant that we were soon Resident Involvement Strategy 1999 looking around for more accessible, visitor 2000 and a five year programme of Timeline friendly premises.