For Origin Housing customers in London and Hertfordshire

IN THEKNOW

2013AUTUMN

Our Annual Report to Residents...from Pg 4 | Residents’ Conference...Pg 6| Neighbourhood Services...Pg 10 | ...and much more

IN THIS ISSUE

HOUSING

02

AUTUMN 2013

Helping you manage your moneyIf you need advice about how to get the most from your money, or you are confused about the changes that are taking place with benefits,then have a look at our website.

We have improved the ‘Money Management’ section of the Origin Housing website, to help you understand how the current welfare reform affects you.

The Government has been making many changes to benefits and you may receive less than you used to, even if you are working or are sick or disabled. You may also have had your benefits

reduced because of the Bedroom Tax.

However, you still have to pay Origin your full rent and service charges. You will have to make up the difference from your earnings or other benefits and this may be difficult.

If you need more information, or are worried you may struggle to pay bills, visit: www.originhousing.org.uk/managing-money.aspx

Here, you will find:

• Moreinformation aboutthechangesand howtheyaffectyou

• Howtocalculateyour benefitentitlement

• Afactsheettoread anddownload

• Detailsoffreedrop-in advicesessionsfor Originresidents.

If you are still worried, or if you have difficulty accessing the Internet, please speak to your Neighbourhood Manager.

Executive messageService charge consultationCustomer service and residents’ involvementResidents’ conference, welcome event and residents’ roadshowsCome dine with usCase StudyRent and letting homesNeighbourhood servicesResident estate cleanersRepairing and improving homesValue for moneyRent levelsResidents’ round-upWant to buy yourown home?Translation

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Customer contact centre: 0800 040 7989Email: enquiries@originhousing.org.uk

@originhousing Origin Housing

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OriginHousing | StRichardsHouse 110EversholtSt | London | NW11BS

Contents

03

IN THE KNOW

Over the last 12 months, we have concentrated on further improving our services to you, providing better value for money for your rent.

Good progress is being made and we are now

starting to receive feedback from you which shows that the quality of services that we are providing is improving.

In particular, I am really pleased that we seem to be getting much better at supporting you when you experience anti-social behaviour and nuisance. We are also getting much better at offering you a repairs appointment and keeping to it, as well as getting the job done quickly. In September 2013, 88% of you said you were satisfied with the repairs service.

We are continuing to use your feedback and views to shape our services and prioritise our investment. Following discussions with residents at Griffin Close, we are now working with them on an estate improvement plan where we will be investing close to £1m to improve the neighbourhood over the next two to three years.

We have also made it easier for you to contact your Neighbourhood Manager, which you said was important. Again, feedback which we have received from

you is that this is getting better.Financially, times are hard and welfare reforms are having an impact. Origin now supports more residents by getting them into work and providing welfare benefit advice. We are also investing in reducing your utility costs with most of our residents now having highly efficient boilers.

Please keep talking to us and telling us what is working well and where we need to make further changes. Together we can make a real difference.

Manpreet Dillon, Director of Housing Services

Welcome message

Your views on service chargesOrigin will soon be sending residents the provisional figures for next year’s service charges. This identifies how much we think residents in specific schemes should be paying. This includes rent and any additional services they receive, such as cleaning and support. We will be asking for your comments, suggestions and any questions you may have about this.

Following this consultation process, we will look at the feedback and this will enable us to confirm the exact service charge you will be paying next year. So please make sure you have your say.

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AUTUMN 2013

Inlastyear’sreporttoresidentswepromisedto:• Reducethetimeittakesustoansweryourcalls

• Introducecontactmanagementsoftwaretohelpusget betteratdealingwithcustomerenquiries

• Createasimplercomplaintsprocedurewhichfocuses onresolvingcustomers’issuesquickly

• Developmorelocalinitiativestogetresidentsinvolved.

Customer service and residents’ involvement

We have been working hard to improve our call response times for customers using our contact centre.

We have done this through training and the introduction of a new customer ‘dashboard’ which ensures that all relevant information is held on one screen.

We met our target at the end of March 2013 with 85% of customers satisfied with how their contact was handled. In 2013/14 we are introducing a new system which will handle repairs calls and all other enquiries by different teams.

In 2012/13 we received 230 complaints. Over 90% of these complaints were successfully sorted out at Stage One, which is very positive.

During the year, we carried out a lot of training for our people on effective complaints handling, and also worked alongside our repairs contractors, Gilmartins, to make sure their complaints approach was the same as ours. At the end of 2012/13 over 85% of customers making a complaint were satisfied with the outcome when surveyed.

Our Annual Report to Residents

05

IN THE KNOW

In2012wecarriedoutoursatisfactionsurveycalledSTAR(SurveyofTenantsandResidents)andtheresults,fromasampleofresidentsandhomeowners,showedsomegreatimprovements:

• 77%ofyouweresatisfiedwiththe overallserviceprovidedbyus

• 79%weresatisfiedwiththequalityof theirhome

• 81%weresatisfiedwiththeir neighbourhoodasaplacetolive.

These are good results and show strong improvements from our 2009 survey. Shared owners and leaseholders were generally less satisfied than our tenants.

We have done some work during the year to understand how we can improve services, such as the ‘mixed tenure’

approach. This means one Neighbourhood Manager providing services to general needs residents, shared owners and intermediate renters. This should give a clearer point of contact for residents and home owners living in the same area.

We have also had continuing success in our Care and Support services with overall satisfaction scoring 97%. Our popular Aids and Adaptations service saw satisfaction levels at 100% and was shortlisted for a national award during the year.

In 2012/13 we set up the new residents’ Neighbourhood Panel after advertising places in our newsletters. The Resident Scrutiny Panel also published the results of its first review on service charges and estate services. The review action plan will be worked on by Origin staff during 2013/14.

Thisyearwewill:

• SetuparrangementswithGilmartinsforourrepairs contractorstohandleallrepairscallsdirectintoanew RepairsServiceCentreatWatermillLane

• ReshapetheOrigincontactcentretohandleawider varietyofcalls

• Bringinaportalenablingcustomerstomanagetheir rentandtenancyrequestsonlinethroughourwebsite

• AimtowardstheNationalInstituteofCustomer ServicesAccreditationawardforthewholeofOrigin.

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AUTUMN 2013

On 19th September, we held a ‘welcome to your new home’ event in Drummond Street. Residents gave us their views on what they were experiencing. They expressed an interest in setting up a local residents’ group to encourage more involvement from the community and we are looking forward to working with them on that.

Griffin Close was our destination on 24th September. Staff popped along to meet with residents in our gazebo and on doorsteps to talk about security measures on the estate, while offering support and advice on subjects including setting up a residents’ group, debt, welfare benefits, volunteering, employment and training, and tenancy services. Residents were also able to raise a repair directly with Gilmartins, our repairs contractors.

Similar advice and support was available to residents in Watford at the next event on 25th September in Stripling Way, where we were also joined by members of the Safer Neighbourhoods Team.

We would like to thank all residents for being part of these events. Your views will help us to come up with workable solutions to issues that have arisen as well as identifying ways which will help us to keep on improving services for you.

If you would like further information about these events or how you can get involved email the Community Development Team at communitydevelopment@originhousing.org.uk

DuringSeptember,Originstaff,alongwithsomeofourkeypartners,metwithmorethan130residentsateventsorganisedtogainyourviewsandsuggestionsabouttheservicesyoureceivefromus.

The main event was our annual Residents’ Conference, held on 28th September at the Wesley, in Euston Street. Manpreet Dillon, Director of Housing Services, along with his management team, other key members of staff and partners, spoke about how residents and Origin as a whole could be affected by changes from government and our plans for the coming year.

Residents gave us very honest feedback about what we are doing well, where we need to improve and suggestions for how we should go about making improvements. The day was rounded off by Dayna Byfield, our Resident Board Member, who gave us a brief insight into what it is like to be a resident and a Member of Origin’s Board of Management.

“IpromisetoholdtheExecutivetoaccountandthattheopinions,thoughtsandideasthatyouhaveexpressedherewillbetakentotheBoardandwillformpartofourbusinessplanmovingforward.”

Dayna ByfieldResident Board Member

Residents’ Conference and other events

07

IN THE KNOW

Come dine with us at Orchard House

Do you need help with energy costs?

ResidentsatOrchardHouse,Letchworth,heldaspecialeveningdinnertocelebratetheirnewlyrefurbishedkitchens.

The kitchens needed an upgrade due to wear and tear over a number of years and were identified as needing work as part of our Property Services refurbishment programme.

The team, lead by Fozea Iqbal and Anita Mackintosh, began asking residents at the supported unit what they wanted in their three communal kitchens. They were able to choose layouts, finishes and colours. The updated layouts included low level worktops, designated kitchen and diner

areas allowing for wheelchair space and pull-out storage within the kitchen units.

Since the kitchens have been in place, Hannah, Senior Support Officer with Hertfordshire Health and Community Services, said: “The residents are over the moon. The new kitchens are a much nicer place for everyone to socialise.”

With energy costs set to rise, some residents may find it harder to pay their bills. With our energy partner Climate Energy, and funding from the Government’s Energy Company Obligation, Origin are looking to invest over £4m in the next three years to improve your home by reducing the amount of energy escaping through the roof and walls.

Youcanalsotakemeasurestoreducetheamountofenergyyouuse.Thingslike:

• Makesurethewashingmachinehasa fullload

• Turnoffanyappliancenotbeingused

• ChangelightingtotheArated florescenttypeorLEDlighting.

Youmayalsobepayingmoreifyouareheatingahomethatisbiggerthanyouneed.

For advice on energy efficiency, call Freephone 08000546816. If you need advice on choosing tariffs or paying bills, contact Trevor Willoughby on 02086180133or trevor.willoughby@originhousing.org.uk

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AUTUMN 2013

In last year’s report to residents we promised to:

• Continuetoreviewourlettings processesandimprove performanceonemptyhomes

• Improveaccuracyofservice charges,usingtheresultsofthe ResidentScrutinyPanelreview

• Aimtobringrentarrearsdown to5%

• Expandourout-of-hoursrent paymentservice

• EmployaDebtandWelfare AdviceOfficerwhocanhelp residentsaffectedbyhousing benefitchanges

• Furtherimproveour communicationstocustomers aboutservicechargesand rentincreases.

Rent and letting homes

Our Annual Report to Residents

Moving to a smaller new home after 24 years in a three-bedroom flat has brought a new lease of life to pensioners Teresa Finn and her husband John.

The Finns – long-term tenants of Origin Housing – had brought up two children in Somers Town, central London. “Itwas59stepsbeforewecouldgettoourlivingroomandtherewasnoliftinthebuilding,” said Teresa, 69.

“CarryingtheshoppingwashardestbecauseIhavearthritickneesthataren’tgoingtogetbetter.Wedidn’twanttowaituntilwewerehousebound,soweappliedtodownsize.”

With the children moved out, the couple no longer needed three bedrooms. Origin wrote to the couple, asking if they would like to bid for a newly built, two-bedroom flat at NEQ Regent’s Place, only ten minutes’ walk from their home.

“Iviewedtheflatoutofcuriosity,butIfellinloveassoonasIsawit,” says Teresa. “It’sopenplanwiththekitchenandlivingroomtogether,andhasanicespaciousfeel.”

Origin paid the costs for the removal company and gave the couple a £1,000 discretionary payment for giving up their three-bed flat.

Case Study: Downsizing

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IN THE KNOW

In 2012/13, we improved our performance in letting our homes, reducing the number of days empty from 36 days to 22 days. We also let 217 new homes in the boroughs of Camden, Islington, Enfield and Watford.

At the end of March 2013 we’ve worked hard to reduce our rent arrears for all rented properties to just over 5.2%. This did not quite meet our target, but was a big reduction on the same time the previous year when the percentage was 6.5%.

During the year we reviewed arrangements with our out-of-hours arrears service to focus on contacting tenants in low level arrears in evenings and on weekends to do all we can to prevent them getting into debt. We also employed a Debt and Welfare Advice Officer who has been successful in helping a number of low income families to access additional payments, such as the Discretionary Housing Payment, to help them meet the shortfall caused by the ‘Bedroom Tax’ or Benefit Cap.

The Origin Resident Scrutiny Panel and Income Customer Panel worked together during the year to review the format for service charge and rent increase notifications.

As a result of this, an action plan was agreed and is now forming the basis for the Rent and Service Charge Team’s work over the next six months. There are many areas we need to improve, and it’s great that we’ve had the Scrutiny Panel leading the way in recommending changes.

Thisyearweare:

• Focusingonhelpingmorepeopleto downsizefromlargertosmallerhomes eitherbyourSpaceSaversSchemeor MutualExchange.Thisishelping peoplewhohavespareroomsandare affectedbythe‘BedroomTax’while alsohelpingtenantswhomay beovercrowded

• Helpingpeopleintoworksotheycan stayoutofdebtandareexemptfrom the‘BedroomTax’andBenefitCap

• PreparingforthearrivalofUniversal CreditandworkingtoofferaCredit Unionservicetoallcustomersso wecanhelpthempreparetoo

• EnsuringNeighbourhoodManagers usetheirphones,mobilephonesand emaileffectivelytoenablecustomers togetintoucheasily

• Monitoringsatisfactionwith NeighbourhoodManagersand customers’abilitytogetincontact withthem,toseehowwecould improvethis

• Reviewingcustomercomplaintsand ensuringthatwearelearningfrom thembyputtingnewwaysofworking inplace.Forexamplewehavecreated protocolsforstaffonCustomerAccess andarenowworkingonnewservice chargeanddefectsguidancefor sharedowners.

Inlastyear’sreporttotenantswepromisedto:

• Introducenewsoftwarethatwillhelpus dealwithAnti-SocialBehaviour(ASB) moreeffectively

• SetupanewresidentNeighbourhood Paneltofocusondelivering residents’prioritiesforourestates

• Makechangesfollowingtherecent EstatesServicesreview.

In 2012, we brought in a new system to help us manage and support Origin residents who have experienced ASB. At the end of the year 87% of customers who had reported ASB in the year were satisfied, when surveyed, with the outcome of how their issues had been dealt with.

The new Neighbourhood Panel has now been successfully set up with seven regular members. The Panel has been closely involved with Origin’s estate services review, including involvement in setting up a new window cleaning contract and being consulted on caretaker roles and the new estate cleaners.

Thisyearwewill:

• Developneighbourhoodplansin consultationwithresidents.

• Continuewiththeestatesservices review,includingtheappointmentof residentcleaners,allrecruitedfrom Origin’scommunities.

Neighbourhood services

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AUTUMN 2013

Our Annual Report to Residents

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IN THE KNOW

We hope the first Origin-employed estate cleaners will be taking up post very soon. Origin has been able to successfully recruit residents as estate cleaners and we are continuing efforts to fill the remaining vacant positions.

This follows a decision, led by resident feedback, to take the estate cleaning service away from contractors and bring it in-house. Residents told us they felt they were not getting value for money from various contractors and that service was not as good as it should have been.

Origin then made a commitment that first priority would be given to residents of the estates, when it came to recruiting new cleaners. This would enable people to return to work, either full or part time, and to gain valuable experience of applying for work, whether they were successful or not.

Estates Services Manager Chris Slater said: “We felt we could get an even better service, so we decided to make this fundamental change to the way we deliver our estate services.

We believe people who work where they live will take more pride and be more committed, which can only benefit the area as a whole.”

Thereareanumberofbenefitstothenewapproach,largely:

• Abetterstandardofcleanlinessand serviceinourestates

• Lowerservicecharges

• Employmentopportunitiesfor residents

• Bettervalueformoney

• Improvedperformancemonitoring andresidentsatisfaction

• Morecaretakertimespentonother dutiessuchasremovingillegalfly tipping,graffitiremoval,pest controlanddeepcleaningof communalareasandbinrooms.

Look out for the changes happening soon and let us know what you think. The remaining posts will now be advertised on our website and non-Origin residents will now be able to apply. So keep an eye on the web for details.

Improvements to estate cleaning coming soon!

“OurcolleaguesintheCommunityDevelopmentTeamworkedhardtoadvertisethisexcitingopportunitytoourresidents,whocanworkwithusindeliveringthisnewserviceandmakeadifferenceontheestatewheretheylive.”

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AUTUMN 2013

Inlastyear’sreporttoresidentswepromisedto:

• Continuetoeffectivelymanagethe newrepairscontracttoachievelow cost,highperformanceandabove averagesatisfaction

• Reviewourplannedmaintenance arrangementstogivebetter informationandcustomerservice.

Repairing and improving homes

In 2012/13 we formally entered into a 10 year partnering agreement with Gilmartins, our day-to-day maintenance contractor. We have spent much of the year setting up arrangements for the handling of calls and the day-to-day running of the new contract.

At the end of 2012/13 over 80% of customers who had received a repair during the year were satisfied with the service, a 1% increase from the beginning of the year. By September 2013 this had increased to 88%. We are committed to improving satisfaction further by continuing to work closely with Gilmartins throughout 2013/14.

In Care and Support, over 760 small repairs were carried out by our Handyperson service during the year, and we completed over 170 aids and adaptations. We also finished the refurbishment of our Crowndale Road scheme for people with learning disabilities, and continued a successful

programme of renovations to our retirement housing schemes, with new bathrooms and kitchens, see page 7.

In 2012/13 we began the review of our planned maintenance service and this was completed in June 2013. The review has been used to develop an improved procurement strategy which will consolidate numerous short-term contracts into fewer and longer term partnerships which will deliver better quality and value for money.

In addition we are changing our delivery arrangements to ensure that these new contracts are managed effectively using in-house staff supported by external professional services when required.

Thisyearwewill:

• EnsureGilmartinsworkalongside ourcustomerserviceteamatour WatermillLaneoffice,toensure thesamestandardsofservice forallcustomerenquiriesand repairsordering

• Continuetomakesureourretirement housingisuptodateandpopular

• Continuetoimprovehomes, spendingmorethan£12mon areaslikenewkitchens,bathrooms andwindows,andcarryoutgas servicingin100%ofhomes.

Our Annual Report to Residents

2012/13Target

2012/13Performance

Responsiverepairs–(repairsyouaskusfor)

Total repairs cost per home £447 £537

Repairs Fixed at first visit 80% 64.5%

Overall satisfaction with repairs 85% 82%

EmptyHomes

Work on empty properties – cost per home £180 £165

Average time in days to re-let empty homes 27 22

Resident satisfaction with overall condition of their home 75% 78%

Income

Total cost per home of rent arrears and collection £198 £306

Rent arrears as a percentage of the rent charged (excluding empty homes)

5% 5.2%

Residents evicted because of rent arrears 0.3% 0.2%

EstateManagement

Total cost per home of estate services (eg cleaning, gardening) £241 £169

Estates and schemes meeting Origin standard 95% 90%

Residents happy with their neighbourhood as a place to live 75% 81.%

Value for money ValueforMoney(VFM)isextremelyimportanttoOrigin.OurBoardanditscommitteeshaveoverallresponsibilityformakingsurewereachourtargetsandmaketherightbusinessdecisions.

OriginhasanannualVFMplanfordifferentactivitiessuchas:

• anagreedprogrammeofworkfor theResidentScrutinyPanelto reviewservices

• lookingatalltheareaswherewespendmostmoneytoensurethatweareworkingwithcompanieswhogiveusthebestdeal–thisiscalledProcurement.In2012/13wesavedaround£444,000

inthisway,mainlyinbusinessrates,utilities,gasboilerreplacementsandgasservicing

• aseriesofprojectsandreviewslookingatimprovingthequalityandcost ofservicesandtomakesavingswhereverpossible

• performancemanagementofallourservicesagainsttargetssetinpartnershipwithresidents.

This table shows how we have performed against target for our key services:

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IN THE KNOW

ForthefullreportonValueforMoney,visit:www.originhousing.org.uk/reports-and-plans.aspx

14

AUTUMN 2013

Origin has traditionally set rents which are on average cheaper than other housing associations and we are now more in line with others. Our average weekly rents in 2012/13 in Camden (the borough where we have most accommodation) ranged

from £96 for a studio flat to £158 for a five bedroom home.

The table below shows how Origin compares with other housing associations in Camden at the end of 2012/13.

Studio OneBed TwoBed ThreeBed FourBed FiveBed+

Circle33 £110.00 £113.00 £125.00 £136.00 £149.00 £151.00

OneHousing £91.00 £116.00 £128.00 £135.00 £147.00 £157.00

Origin £96.00 £114.00 £129.00 £140.00 £150.00 £158.00

PaddingtonChurchesHA

£98.00 £119.00 £113.00 £133.00 £142.00 £161.00

Average £98.75 £115.50 £123.75 £136.00 £147.00 £156.75

PrivateSectoraverage £162.00 £255.00 £123.75 £346.00(4 bed +) £531.00

N/K

Our Annual Report to Residents

Value for moneyRent levels

Residents’ News Residentsinourretirementschemeshavebeenbusywitheventsandfundraising.Here’saround-upofwhatthey’vebeenupto.

Team Origin took part in the three mile walk for Macmillan Cancer Support on 31 August.

They raised a fantastic £394. Special mention should go to Gordon Reynolds, a tenant at Pennethorne House, who managed to complete eight miles!

RoseBushCourtcoffeemorningThere was an abundance of tea and cakes at Rose Bush Court’s Blooming Great Tea Party. With donations and auctions, they raised £366 for Macmillan Cancer Support, which was more than last year, so well done everyone!

RoseBushandPennethorne3milewalk

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IN THE KNOW

BlakeneyHouseOpenDayBlakeney House held an open day to promote its facilities and for residents to celebrate Independence Day. Offering food, drinks and chair based Zumba, families and friends turned up for a fun packed afternoon in the sun. Star attractions were the cowboy hats, as modelled by Origin staff (above).

In our summer edition of In the Know, we ran a competition to win a cream tea.

The lucky winner was Miss Lydia Loizou, of Bayes Court, London. She got all the answers right, well done to you!

Competitionwinner

Robert Morton House residents baked their way to raising £229.79 for Macmillan Cancer Support. There was tea and home-made cakes aplenty and staff and residents competed to guess how many coffee beans were in a jar. The winning resident was Clara Quarendon who won – you’ve guessed it – a whole cake to herself!

RoseBushCourtTeaParty

Translation

In the Know is your magazine where you can find out the latest news from Origin Housing. It is available in other languages, large print, braille or in print by contacting 08000407989

رخآ ىلع عالطالا كل حيتت يتلا كتلجم يه تاغلب ةرفوتم ةلجملا .جنزواه نيجيروأ رابخأ مجحلا .In the Know ةريبآ تاعبطب وأ ىرخأ .ةيقرو تاعبط يف وأ ليارب ةقيرطب وأ مقرلا ىلع لاصتالاب اهيلع لوصحلا كنكمي08000407989

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In the Know waa wargeyskaaga meesha aad ka helikarto akhbaarta cusub ee ugu dambeyso ee ka socota Origin Housing. Waa lagu heli karaa luuqado kale, qoraal waaweyn, qoraalka indhoolaha ama isagoo daabacan ee nagala soo xiriir lambarkan 08000407989

In the know es tu revista donde puedes ver las ultimas noticias de Origin Housing. Esta disponible en otros idiomas, en letras grandes, en braille o en la imprenta llamandonos al 08000407989

In the Know est votre magazine dans lequel vous pouvez trouver les dernières nouvelles d’Origin Housing. Il est disponible dans d’autres langues, en gros caractères, en braille ou en version imprimée en appellant 08000407989

‘In The Know’ Origin Housing’in en son heberlerini içinde bulabileceğiniz mecmuadır. Başka dillerde, büyük baskı, braille, ve baskı olarak mevcuttur. Daha fazla bilgi için bu numarayı arayabilirsiniz 08000407989

Get on the housing ladder with one of Origin’s fantastic new homes at Watermill Lane, Edmonton. We now have properties available on a shared ownership basis, which is an easy route to home ownership.

If you live or work in Westminster, Camden, Islington, Haringey, Barnet or Enfield and have a household income of less than £70,000, you could be eligible for a part-rent part-buy home at The Bloc, next to the new North Middlesex Hospital.Shared ownership means you buy a percentage share in the property and pay rent on the remaining percentage. You only need a minimal deposit, compared to buying on the open market.

The Bloc is conveniently close to the North Circular and rail connections at Silver Street station. Prices start at £54,000 for a 30% share. This means a monthly sum of £760.48 per calendar month, which includes mortgage, rent and service charges for a 30% share in your home.

For more details, or to book a viewing, visit www.originsales.co.uk or call 08000688990

Want to buy your own home?

OriginHousing|StRichardsHouse|110EversholtSt|LondonNW11BS

T|02072099222E|enquiries@originhousing.org.uk