CREATING SUSTAINABLE COMMUNITIES

1 Summary Academy Score Customers are proud of their Academy Score 8.6 out of 10! neighbourhood as a place to live 8 out of 10!

Creating sustainable communities is one of four themes that make up our picture of how the organisation is performing. Our work and the difference it’s made Tenant satisfaction Our Academy, a group of our customers, have worked with us to review our performance and have scored us against each of our 4 key local outcomes which Summary are set out in the diagram below. These local outcomes were jointly developed by our Our customers are proud of their customers and staff, and describe the impact we want our work to have. neighbourhood as a place to live and 99% through our external fabric programme of 434 tenants surveyed rated the Excellent progress is being made and we will continue to strive to create sustainable and the work of our Neighbourhood contractors work on the external communities. Services team, we are making our homes fabric programme good or very good. and communities more visually attractive than ever before. By building new homes and through the roll out of our external boundary programme we will ensure they “The house Customers are are further enhanced. Our communities looks stunning. I’ve proud of their lived here for 42 years and are safer places External fabric programme neighbourhood this is the first time this kind of to live as a place to live work has been done. It’s a massive Over the past 4 years the external fabric improvement. My husband and I Creating programme has had a dramatic impact on would like to thank all the staff who Sustainable the visual appearance and attractiveness of worked on the house and everyone Communities our properties. To date 3,500 external wall that’s been involved for making this insulation /renders have been completed. intrusive work a pleasure. They are We have a positive Here is one example: simply the best. Tai Tarian should We create and be as proud as we are.” impact on our sustain local Before: Mrs H, employment and communities create training through active opportunities engagement

“I have lived in this property for 63 years and the work you have done on my property has made it look like new. I would like to say a big thank you to Tai Tarian for these recent works. I After: would also like to say a big thank you to all the teams and workforce who have worked on my property. Nothing seemed too much for them. A great big thank you to everyone.” Mrs M,

External fabric work

2 3 External boundary programme Neighbourhood services Tenant satisfaction

Our £15m external boundary programme We’ve developed many new services so Customer satisfaction with the work of our Neighbourhood Services team is high. began in October 2017 and will continue that customers can feel proud of where Here’s what some of our customers tell us; for 5 years. As we move through the they live, these include: different areas, we are engaging with our tenants to identify any work required Tree work, including maintenance and ensure gardens are ready for work and replacement to start. At the same time we ensure any “Very polite and Grounds maintenance, including “Thanks to lads tenancy breaches are managed and make “What a lovely an excellent that cleared smelly referrals to other agencies, if needed. grass cutting, maintaining our open job the team have cleaner” spaces and tidying up playgrounds burnt rubbish in done in cleaning lane at side of Upgrading the external boundaries of and cutting back in the Reactive services to such issues as our house” our properties will make our estates compound. I have never fly tipping and graffiti “I am pleased more attractive and desirable, instilling seen it look so good, with the 3 times my pride for our tenants in their homes and thank you” Garden maintenance, including garden has been cut. communities, and also contributing free grass cutting service for 160 I really appreciate what towards tenants feeling safe. qualifying tenants you do to complete my garden” “A great bunch of Tenant satisfaction Handyperson service, for the lads, I’m chuffed smaller jobs such as jet washing, with the difference painting and decorating of having the trees cut back” 98% Cleaning crews in our communal of the first 15 tenants to receive areas and Haven Housing schemes the work in the Croeserw area rated it good or very good.

“Very happy with the works, the railings to the front look a lot nicer than wooden fencing.” Mrs B, Croeserw

“Overall happy with the works and staff and contractors were excellent. I’m really happy with the rear garden fencing and the front wall.” Ms R, Croeserw

Rebecca Blackmore, Neighbourhood Lewis Jones and Lee Collins, Asset team members Services team member

4 5 New build Demand for our properties Our communities are Academy Score 8.5 out of 10! We’ve already built some new homes It’s clear from the demand we receive for safer places to live and have big plans to build more. We’re homes that our properties are desirable. on track to deliver 33 new homes in the The table below shows demand for our summer of 2018. One example is the properties between September 2017 re-development of Cartref in Skewen, a and December 2017. Our work and the difference it’s made Information sharing disused sheltered scheme that was in protocol with the police need of a major renovation. Summary No. of No. of Area applications We are working with our partners to We have signed up to a new initiative The pictures below show the scheme properties received* improve safety in our communities. We are with the Police which has resulted in before, along with the planned re- part of the Safer NPT Partnership which is our homes being added to the Police’s development pictures of 17 new homes Port Talbot 685 3,649 working to tackle crime and disorder and system so they can inform us when on the site. (38%) (40%) all forms of violence. In particular, incidents take place at our properties; Neath 762 3,865 Before: our work with the Police will see us taking this provides an opportunity to co- (42%) (43%) a more proactive approach to tackling ordinate a joint response. Pontardawe 363 1,555 crime and anti-social behaviour. (20%) (17%) In its first week of operation in February Total 1,810 9,069 We are keeping tenants safe in their 2018, the Police reported to us; (100%) (100%) homes by working with the Fire and Rescue Service to reduce the risk of fire in our communal areas of blocks of flats. incidents of anti-social As demand is high we have very few behaviour/crime in our properties, of these, empty properties which we are not We have also helped safeguard 777 34 working to bring back into use. Fewer After: children in the local area by providing were known to us as empty properties has a positive impact free first aid training to coaches of young having previous or on the visual attractiveness of our peoples’ sports teams. 15 current anti-social communities. behaviour issues.

Only 36 of our 9,069 properties are currently empty with no intention for us to re-occupy them. They will either be sold or demolished, with demolitions making “The new way for much needed new homes. process enables us to view all incidents occurring at Tai Tarian’s properties so that The young son Tenant satisfaction we can share information quickly of one of our “I’m so when incidents occur, increasing tenants who excited to have communication between frontline moved into one a house with a Police officers and Tai Tarian’s frontline of our new homes garden.” staff, improving partnership working.” at Furnace Place, Neath said; 93% Bonnie Navarra, Assistant Police of tenants said they were satisfied with & Crime Commissioner, Overall, the their neighbourhood as a place to live. South Police development of new properties is having a positive impact on the visual *448 surveyed between July 2017 - December 2017 attractiveness of our communities.

6 7 Anti-social behaviour Case Study

Our aim is to provide a safe and secure environment for our tenants to live A tenant had lived in the same Tai in, by preventing and tackling anti- Tarian home for 15 years and during social behaviour (ASB), using the most that time had had a number of appropriate means. neighbours. However, more recently the tenant has experienced anti-social We conduct satisfaction surveys of behaviour problems with a neighbour, our ASB service based on the factors with whom he had tried to talk to in our customers have told us are most a bid to resolve the problem but with important to them. The satisfaction no success. surveys were redesigned during 2017 with the assistance of our Academy, After working with his Tenancy who piloted the surveys for us. Relations Officer to manage the problem, the tenant is now able Two audits of the ASB service have to enjoy his tenancy once again. been undertaken and both have provided Reducing the risk of fire The tenant has provided feedback substantial assurance, evidencing that acknowledging the help he and his the service is complying with policies We have a legal duty to manage fire risk We have printed leaflets, held community family received because in communal areas by ensuring they are events and are running a social media and procedures. kept to a safe fire standard and residents campaign to raise awareness of this. can escape in an emergency. We have as a family we were all suffering Tenant satisfaction collaborated with the Fire and Rescue from stress and our well-being was Service to develop our processes which reports of items left in being affected. This has now improved has resulted in a ‘zero tolerance approach’. 210 communal areas were “as a result of the help we’ve had. This involves working with our tenants and received between 86% of our customers are leaseholders to reduce the risk of fire by October 2017 and satisfied with the service provided keeping communal areas clear of any items. January 2018. during an ASB complaint* ” have been resolved and we 77% are working to resolve the remainder. 71% of customers felt we resolved their ASB complaint*

This demonstrates our commitment to * The findings are based on a survey sample size work with tenants to keep them safe in of 92% of cases closed. (11 responses out of 12 their homes. cases - May 2017 to December 2017).

Since the launch of Fire Safety campaign in October 2017, we have had no major fire incidents in our communal areas.

FIRE KILLS Keep communal areas clear Keep yourself and your neighbours safe.

Tai Tarian ‘Fire Kills’ Campaign Poster

8 9 Create and sustain local Academy Score employment and training 8.5 out of 10! opportunities

Our work and the difference it’s made Keeping money local

Summary Over the last 5 years we have used a We have made a significant contribution to calculating tool, called the Local Multiplier creating and sustaining local employment 3 (LM3), that measures the amount of and training opportunities, not only as an money that is reinvested back into the employer in the Borough but also through community for every £1 spent by Tai Tarian our major works programme, creating 121 on its major works programme. This is contractor jobs over 5 years. because we use contractors and suppliers that are based in Wales. The maximum level Safer NPT partnership First aid courses During the last year our Copper of reinvestment is £2. Foundation has provided employment for We are one of the key organisations in We provide free First Aid training for 15 long term unemployed local people for For every £1 spent on the major works involved in partnership coaches of young peoples’ sports teams. a twelve month period. They will work on programme in 2016/17, £1.99 was re- working to tackle crime and disorder and our external boundary programme and our invested back into our community. all forms of violence. aim is to help them to secure employment 49 coaches from 8 different sports have beyond the first twelve months. benefitted to-date and, as a result, This work includes MAPPA (Multi Agency Public Protection Arrangements) and we helped safeguard Employment £1 spent = MARAC (Multi Agency Risk Assessment 777 children in £1.99 re-invested Conference). These arrangements are the local area. Tai Tarian designed to protect the public, including We employ 517 members of staff. previous victims of crime, from serious harm by sexual and violent offenders. of our employees During 2016/17 our major contractors spent 76% live in the NPT Borough and they receive The arrangements require the local £3.4m with businesses in Wales and “This latest course cuts criminal justice agencies and other was spent on people living of the wage bill. £4.3m bodies dealing with offenders to work a line through some of the 73% in Wales who are/were employed as together in partnership in dealing with myths associated with first aid a result of the contracts. these offenders. and provides you with the confidence Over the last 7 years, we have created the to help others in times of need. following new jobs and apprenticeships; It gives you a good understanding of the ABC’s to save lives or 285 prevent serious harm.” permanent

Michael Healey, FOCUS ON Goytre Football Club OUR FUTURE OUR CORPORATE PLAN 2017-20 80 129 trainee/ temporary apprenticeships Charlie Thwaite, Apprentice Tai Tarian Corporate Plan

10 11 Copper Foundation Employee comments Major works employment Apprentice comments and training Launched in Summer 2017, the Copper Foundation initiative aims to help By partnering with our major works “The hours “I applied to unemployed people back into work. contractors through the Welsh Housing the apprenticeship 7 local people who were previously are perfect for me. Quality Standard (WHQS) programme Before I started I had no scheme with Tai Tarian as long-term unemployed were initially we have created 121 contractor jobs I wanted to gain that hands recruited and, in January 2018, a further experience in carpentry, but over 5 years. now I can do the work myself. on experience in a working 8 people were recruited, 4 of whom environment. It’s a bonus that are our tenants. We work with them Having new skills is fantastic.” Grzegorz Michalski, full time I’ve managed to have such a great to provide them with skills and work opportunity so close to home. Once experience. single dad and Copper Foundation team member 121 fully qualified I would love to gain a full-time position within Tai Tarian Over the next five years up to 80 people jobs created so I can continue to develop.” will be given year long contracts, enabling Calum Powell, “I was them to learn new skills including Apprentice carpentry and building maintenance. unemployed The project aims to give job seekers the and looking for work necessary experience to secure full time when I found out about employment, either with Tai Tarian or with this opportunity. I applied “It’s a great another organisation in the future. and was lucky enough 50 LONG TERM opportunity for me to work to be accepted.” on the Tyˆ Gnoll Newydd project. The Academy were extremely positive Dean Price, Copper My background is in plumbing but about this scheme and its impact when Foundation team 71 SHORT TERM being on the Tai Tarian multi-skilled they were reviewing the data for this member apprenticeship programme is giving storyboard. They suggested that we me an insight into trades that I wouldn’t could “consider doing more to recruit normally get a chance to experience. females and people with disabilities So far I’ve learned some new carpentry onto the scheme.” skills and look forward to gaining more experiences over the coming weeks.” Tomas Grace, During 2016/17, our major works Apprentice contractors provided a number of opportunities, including;

employed 10 people living in Wales who were previously unemployed

completed 2 work trials

provided work experience for 2 people

supported the achievement of 4 NVQs

awarded 14 apprenticeships and 1 traineeship

Copper Foundation team

12 13 We have a positive impact on Academy Score our communities through active 9 out of 10! engagement

Membership

Staff and Members came together in 2017 to carry out a co-design review of Members helping with Tai Tarian’s clothing donation to Zambia our Membership offer. Key achievements include: Fusion project Tenant experiences new General Membership Policy We have received a two year funding Tenants have been spending their Time Members working with Tai Tarian’s staff attracted new businesses to grant from the Welsh Government to build Credits in local businesses. Here are and partners in the community Membership on a relationship that has been developed some of their experiences; between us and the new shcool Ysgol Our work and the difference it’s made provided clarity on benefits of Bae Baglan, an all-through school with Membership over 1,500 pupils. Summary “I took my “I have Engagement with tenants and others in identified new involvement The aim of the project is to increase grandchildren been going our communities is ongoing and new opportunities for Members literacy, numeracy and most notably to the cinema” to the gym…the opportunities continue to emerge. During financial literacy and employability first time for a 2017 we completed a co-design review of developed a Communications Plan skills amongst pupils and their parents. Membership at Tai Tarian. This has resulted to promote Membership to current very long while” in a clearer offer for Members in terms of and potential Members and to raise Time Credits the benefits of Membership plus the range awareness of Membership amongst staff “We had our hair and of opportunities to get involved. The Time Credits scheme has provided sustained Membership levels at nails done in an opportunity to incentivise Membership around 300 the college… “I enjoyed Members continue to be rewarded for and encourage participation in tenant a bit of coffee and their involvement through our Time Credit empowerment events, meetings and pampering” scones in scheme. This gives vouchers to volunteers community activities. who work with us on certain projects. They Tenant satisfaction the café” can exchange these vouchers for goods, Tenants have been involved in developing services and activities. the scheme, resulting in the introduction of new Time Credit partners and the Supporting local businesses During the year we have increased the “I have been doing identification of new involvement number of businesses that will accept telephone surveys which initiatives which meet the criteria for Time We have forged stronger relationships with credits in the community, helping to sustain has helped me get over my Credit rewards, such as helping out with partners in the community by supporting local businesses. phone phobia. I like the people Tai Tarian’s clothing donation to Zambia. local small businesses who have joined the I’m working with and I’m more Since 2015: scheme. A number of our new initiatives will also involved in my community. increase the diversity of those involved, Getting involved has given 180 volunteers have benefitted from 749 Time Credits have been spent in these in particular our Fusion Project and our me a sense of pride.” the scheme businesses since 2015. More recently Bee Project, both of which involve school Mrs W, Pontardawe LBS, a local builders merchant, has joined children. Moving forward, we will capture the 2,281 Time Credits have been earned the scheme and those who have earned enthusiasm of these young people and co- by volunteers Time Credits can now spend them on our design an 11-18 year old Membership offer. Handyperson service.

14 15 Community Challenge Community Challenge recipients’ comments During 2017, our major contractors successfully completed 10 Community Challenge projects. These projects included; “We are extremely grateful to providing a food bank with a new Tai Tarian for the work that kitchen they are doing at the school. The scale of the task facing the installation of a new kitchen in a local team is huge and is not something community hall we could ever have dreamed of completing ourselves. I’m sure the the improvement of 4 school gardens children will be extremely excited and playgrounds when they return to school in September.” the refurbishment of 2 community halls Angelina Lewis, external clearance and garden work Ysgol Hendrefelin at a local church Beekeeper Jonathon Morris with local school children redecorating a nursery building “We are Bee project In late 2017, we were awarded the Welsh 15 of our staff also volunteered 105 absolutely delighted Government Platinum Corporate Health hours of their time to help with the with the difference the We have an area reserved Award. The bee project was included in projects. As a result over £20,000 of Community Challenge has at our main office where our application. labour and materials were donated by made to our centre. The work we have two bee hives, the organisation and its contractors. has given the main conference housing over 40,000 honey bees with room a new lease of life and the raised flower and herb beds to support groups that use it will really their habitat. notice a difference.” “The bee project is having Carl Jones, We are also developing an area of land a positive impact on our Cross Community which will have sustainable wildlife and environment. In turn, this is Centre foliage to share with our community and improving the quality of life of our engage them in activities. communities as well as staff and also educating future generations “We are We have five bug hotels that were on our environment.” Registered designed by local school children and thrilled to have been in-house bee keeper, chosen to take part in Tai built by our Copper Foundation team Jonathan Morris. members. These are giant hotels that Tarian’s Community Challenge stand proud at the bottom of the garden this year. We are really looking at our main office. forward to our building having a bit of a makeover as it will make It has become a scheme that extends to a real difference to the people the community, positively promoting the who visit us.” health and wellbeing of staff and local Emma Knight, Friends and children. Neighbours Alliance Community Challenge project, Ysgol Hendrefelin

16 17 Community Challenge project, Blaenbaglan Primary School Action Plan

Our Academy has identified a number of actions to help us make further progress towards achieving our local outcomes and creating sustainable communities.

Our Actions

Monitor the number and type of Improve clarity of responsibility for incidents reported to us by the Police to cleaning refuse areas in blocks of flats/ manage anti-social behaviour and to identify communal areas/sheltered schemes to and manage capacity issues arising minimise health and safety risks Increase overall tenant satisfaction survey Improve the identification carried by our rate to 20% by April 2019 contractors who are working on our behalf in our communities e.g. potential contractors who are visiting the communal areas of our blocks of flats to gather information in order to submit tenders for work

Identify new spend opportunities for Consider planting wildlife friendly/ Time Credits across our communities native plants as part of the external boundary programme

Improve Tai Tarian’s visibility in the Consider installing CCTV in blocks community. We will do this by placing our of flats to increase security name and logo alongside our contractors when working in our communities Consider increasing the speed of Breakdown the following performance repairs that relate to vandalism and the data by geographical area: impact on the speed of response to other anti-social behaviour types of repairs satisfaction with your neighbourhood as a place to live

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