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, Port Talbot 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, Neath 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 Wales 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.