a view to the future. - bournville village trust · temporary members of staff who are very...
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A view to the future.A N N U A L R E V I E W 2 0 1 2 - 2 0 1 3
Through this Review, we aim to give you
an honest and helpful insight into how
well BVT is performing in delivering key
services to you. Our regulator, the Homes
& Communities Agency, requires us to
provide this kind of information. But it’s
more important that you, as a customer of
the Trust, are able to come to a judgement
about how we are doing. In this Review,
we’ve tried to highlight those aspects of
our service which matter most to you.
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In this review.
2 Welcome.
4 A view to the future.
6 Our Team.
8 Housing & Communities.
12 Repairs & Maintenance.
16 Estates.
20 All About Money.
22 Improved Services.
24 Bournville In Shropshire.
26 Future Developments.
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A view to the future.It was the Greek philosopher, Heraclitus, who said “there is nothing permanent except change”. He had a point!
It seems that wherever you look, things are changing significantly. Whether you look at the health sector, social care, education or housing (or indeed just about anything else) you see constant change. Here at Bournville Village Trust we are no exception and for us these are times of exceptional change.
On the negative front, we have seen the implementation of the Government’s Welfare Benefit Reforms which are a significant challenge to many families in BVT homes, particularly in relation to the so-called bedroom tax which entails the loss of an average of £14 per week for people who are deemed to be under-occupying those homes. We have been working hard through our Housing Services Team to identify those concerned and to provide them with as much support as possible in finding the best way forward. We hasten to add that these changes don’t apply if you are of state-pensionable age.
There are plenty of other changes going on at BVT though, and the rest of this report is devoted to those.
In May we moved to new offices at 350 Bournville Lane. All our Birmingham-based office staff now work from this building, other than our Maintenance colleagues at the works depot in Willow Road.
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This move enabled us to close four offices and achieve significant financial benefits as well as the non-financial advantages of having most of our office staff under one roof. The move has gone exceptionally well.
At the same time, we took the opportunity to juggle with our staffing structure to create a new dedicated Customer Services Team. The aim there is to deal with 80% of all calls to 350 Bournville Lane at the first point of contact, thereby improving the customer experience. Great customer care is an important commitment at BVT and this re-organised service is an important step in that direction.
We have also taken the opportunity to modernise our image and the evidence you will see of that is likely to be the new livery on the vehicles of Bournville PropertyCare Services and Bournville Village Landscapes, our in-house Teams delivering repairs and landscaping services.
As if all that isn’t enough, we also recently had a change of Chairman! In March, Roger Cadbury stood down after 17 years as Chairman of our Board of Trustees although we are delighted that he remains as a Trustee. Roger oversaw some significant achievements at BVT. His financial acumen, wisdom, vision and humanity have stood us all in very good stead and we are fortunate to retain him on the backbenches so to speak.
Duncan Cadbury was elected as our new Chairman. Duncan has served as a BVT Trustee for 27 years so there is plenty of experience to call on and he becomes only our 8th Chairman since BVT was founded in 1900.
In addition to all these changes, there are exciting times ahead for the Trust. Our partners at ExtraCare Charitable Trust started work in June on 212 extra care apartments on the old Bournville College site and we are set to follow that with a specialist Nursing and Dementia Home, a new housing project for people with learning disability and a Health and Wellbeing Centre. We have badged the new development as College Green and the aim is to complete the whole project by Summer 2015. We are also delighted to be building again at Lightmoor after a significant delay.
As ever, our thanks and appreciation go to all our Staff, Trustees, Committee Members and Residents who work with us to achieve our goals.
Peter RoachChief Executive
Duncan CadburyChairman
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Our team.
Roger Cadbury
John Dowell
Clive Wilkinson
Alison McKittrick Mary Penny
Adrian AllenVice Chairman
Nigel Cadbury
Paul Sabapathy Roger WilsonMartin Snaith
David Cockcroft
Duncan CadburyChairman
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Peter RoachChief Executive
John McNultyDirector of Development, New Communities & Assets
Annette HomerDirector of Housing & Community Services
Paul HaywoodDirector of Financial Services
Our 12 Trustees have overall responsibility for the governance of Bournville Village Trust, and meet at least quarterly. Some 11 Committees are responsible for the detailed policies, and each Trustee serves on two or more Committees. Our Trustees have built up valuable experience in the diverse range of services provided by BVT.
Diane ThorntonChief Executive’s Office Manager
Carol PriestDirector of Estates
Ian TiptonDirector of Bournville Architects
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The primary aim of BVT, as a landlord, is to provide good quality, affordable homes to people in housing need and engaging with people living in our communities is central to meeting that aim. The Housing Services Team includes staff who deal with applications for housing and let homes to new residents and those transferring from another property. The Tenancy Management Teams support and enforce your rights and responsibilities as set out in your Tenancy Agreement, and the Rental Income Teams set and collect your rent and recover rent arrears.
Our Community Team exists to empower our local communities and to facilitate events and provide services based on local needs and consultation.
What has changed over the last 12 months?
Birmingham City Football Club hosted BVTs first ever Birmingham ‘Excellence in the Community’ Awards on Saturday 13th October 2012 which sought to recognise the huge contributions volunteers make to our local communities. The event was a huge success and lots of awards were handed out to our many volunteers from across our estates.
Housing & Communities.B
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In the last Review, we also talked about the impact that the Welfare Benefit Reforms will have on our residents and how we hope to manage this with the introduction of our Anti-Poverty Strategy. It is now twelve months on, and the impacts these reforms are having are starting to be realised. The Housing Services Team continues to work closely with residents who are affected by the Welfare Benefit Reforms, in particular those who have been affected by the Bedroom Tax. On a positive note, several households have been able to downsize and avoid the Bedroom Tax and rent arrear levels have remained fairly consistent during this time.
Our Housing Services Team have been working extremely hard over the last year and the organisation has seen the arrival of two new temporary members of staff who are very experienced at giving financial and welfare benefit advice. Our Birmingham Income Recovery Team have successfully completed a ‘Money Mentors’ training course which now has them equipped with the skills to carry out in-depth financial assessments as well as being able to offer debt advice and signpost to specialist agencies.
Our focus continues to be on keeping our residents in their homes and we will continue to offer all the help and support that you need. If you have any questions regarding any aspect of Welfare Benefit Reforms please do contact us.
Housing & Communities.
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How are we performing?
Our Lettings Teams in Birmingham and Shropshire aim to let our homes to residents as efficiently and effectively as possible, ensuring we are helping those most in housing need, whilst contributing to the building of communities that are balanced and stable. During 2013, we provided homes to 78 households.
All new residents are asked whether they are happy with how we dealt with the process of providing a new home, and everyone who responded felt that the experience was a good one.
Performance Indicator* BVT
Current rent arrears 5.67%
Percentage of rent loss because homes are empty
0.49%
* Data has been taken from NROSH+ 2012 submission and is based on the January to December 2012 Financial Year.
Satisfaction Indicator* BVT
Taking everything into account, how satisfied or dissatisfied are you with the services provided by BVT?
95% Satisfied
Overall, how satisfied or dissatisfied are you with the overall quality of your home?
91% Satisfied
Overall, how satisfied or dissatisfied are you with the value for money for your rent?
89% Satisfied
* Satisfaction data has been taken from our Annual Satisfaction Survey from January 2012 to December 2012.B
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What is going to change over the next 12 months?
This year our Supported Housing Team started a new service, aimed at providing low level support to people within their own homes. Support such as housekeeping, shopping and companionship. The service is available to all our residents aged 65 and over and living with some form of disability or impairment. It may also assist younger people if they have a demonstrable need e.g. acute or chronic health problems, and the service can meet their needs.
We believe low level practical support and assistance can have a real positive impact on an individual’s well being, safety and subsequent level of independence.
If you would like more information about our Home Support Service then please get in touch.
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Repairs and Maintenance.BVT is committed to providing you with a high quality, fast and efficient repair service. We know that, as a resident of the Trust, you regard the quality of the repairs and maintenance service as one of the top priorities for us to get right. We are also committed to delivering improvement programmes to keep our properties up-to-date, and warm and comfortable to live in.
What has changed over the last 12 months?
There have been lots of changes at Bournville PropertyCare Services (BPS) over the last twelve months and we have had a bit of a makeover. You may have noticed our new van liveries around the estate with the brightly coloured BVT logos. Not only did we take the opportunity to modernise our image it also means that our vehicles are more obvious to you when we are visiting your homes. This should give you even more confidence that the operative at the door is the right person and not a bogus caller which some of you have experienced on a couple of occasions in this last year. Always remember to check their identification first though.
This year, South Birmingham College named our very own Gerard Finnegan as 2013 ‘Apprentice Carpenter of the Year’. Gerard has just completed the second year of his apprenticeship and has trained within BPS and studied at South Birmingham College’s Bordesley Campus. This year has also seen BPS nominated and shortlisted for ‘Apprentice Employer of the Year’ through South Birmingham College and we wait with excitement to hear the results!
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How are we performing?
Responsive Repairs
We pride ourselves on making sure we carry out your repairs within the target time set out in our standards. We had 766 emergency repairs reported from the beginning of July 2012 to the end of June 2013, and every single one was completed in less than 24 hours. We are also very pleased to tell you that all except for 7 of our other repairs due within five working days (urgent) or 20 working days (routine) were completed by their target date during this time.
Asset Management
Results from the Annual Satisfaction Survey has shown that, out of all those surveyed who had planned work carried out to their home, 93% of you told us that overall you were extremely happy with the way the work was carried out.
Satisfaction Indicator* BVT
Thinking about the work that was carried out to your home, how would you rate it in terms of the conduct of the workforce?
98% Satisfied
Thinking about the work that was carried out to your home, how would you rate it in terms of keeping dirt and mess to a minimum?
95% Satisfied
Thinking about the work that was carried out to your home, how would you rate it in terms of the overall quality of the work?
93% Satisfied
* Satisfaction data has been taken from our Annual Satisfaction Survey from January 2012 to December 2012.
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Comparing ourselves with others
When we compare ourselves with other organisations, your satisfaction with our repairs and maintenance service is higher than the average. We also complete your repairs much more quickly than most other organisations.
We invest much more money in carrying out work to your home than many other organisations. This is partly due to the age of the Trust’s housing stock, some of which is over 100 years old, and is often more expensive to maintain.
Completion Rates BVT
24 hours (Emergency) 100% Completed
Within 5 working days (Urgent) 99.8% Completed
Within 4 weeks (Routine) 99.9% Completed
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What is going to change over the next 12 months?
Decent Homes and Beyond
A lot has changed over the last few years at our Five Gates Depot with BPS and our Asset Management Team. One thing that hasn’t changed has been our continued commitment to the delivery of the Government’s Decent Homes programme which continues to remain a fundamental service provided by BVT to our residents.
The Decent Homes programme has had a dramatic, positive effect on the living conditions of almost all social housing tenants, ensuring that very significant resources have been provided in tangible home improvements, such as the replacement of key components like kitchens, bathrooms, heating systems and electrical rewiring. The deadline for the delivery of this programme was 2010.
Post 2010 we have continued to invest significantly to ensure all our homes meet and surpass the required Government standards and our board of Trustees show continued commitment to our 30 year investment programme which will ensure all of our homes are decent and suitable for the future.
■ 93% Satisfied■ 7% Not Satisfied
■ 93% Satisfied■ 7% Not Satisfied
Overall satisfaction with responsive repairs
Overall satisfaction with planned work
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We believe you should have the right to enjoy your home and the area you live in, and that you should be able to live peacefully alongside your neighbours and within your communities. That is why we are committed to providing and maintaining an environment which is a safe and attractive place for you to live. The way in which we manage your neighbourhood, deal with anti-social behaviour and look after our environment is central to meeting that commitment.
What has changed over the last 12 months?
With The UK bee population under threat, news of new colonies being set up in gardens and outdoor spaces in and around Bournville has been welcomed by campaigners and environmentalists alike. BVT wanted to follow suit and have established three new colonies in the grounds of the new Head Office at 350 Bournville Lane. The new BVT bee hives have been positioned in an area of the gardens at the new HQ by local Bournville Beekeepers Ian Baker and Colin Hawkings where they will have access to tree and plant pollen.
We have also been doing a lot of work with the information we have received from the Annual Satisfaction Survey and over the next few months we will be looking to engage with our residents further on some of the key issues that have been highlighted through the survey.
How are we performing? We spend a lot of time and money looking after the estates where you live and it is pleasing to note your satisfaction with the way we carry out our estate management function.
Estates.B
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Estates.
■ 93% Satisfied■ 7% Not Satisfied
A very high percentage of residents feel that their neighbourhood is a good place to live
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Satisfaction Indicator* BVT
How satisfied or dissatisfied are you with the routine maintenance of open space on BVT owned land e.g. grass cutting, hedge trimming etc?
93% Satisfied
How satisfied or dissatisfied are you with the routine maintenance and renewal of Trust-owned roads, pavements and lighting owned by BVT?
89% Satisfied
How satisfied or dissatisfied are you with other Trust-owned features (trip rails, notice boards, litter bins, benches, etc)?
94% Satisfied
How satisfied or dissatisfied are you with the tree surgery and tree replacement planting programme?
91% Satisfied
Do you think the above services represent good value for money?
93% Satisfied
How satisfied or dissatisfied were you with how your ASB report was dealt with?
69% Satisfied
* Satisfaction data has been taken from our Annual Satisfaction Survey from January 2012 to December 2012.
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What is going to change over the next 12 months?
Wildlife Policy
Wildlife and Conservation are fundamental to the well being of the Bournville Trust Estate and our residents. The Trust is committed to maintaining and improving a sustainable and flourishing suburban wildlife on the Estate.
For many years, the Trust has been committed to operating a stringent tree inspection and maintenance programme. In addition to this, there are ongoing projects to develop wild flower areas and also improvements to tree spinneys on the Estate which are intended to encourage insects to thrive, including butterflies and bees.
Bees play a critical part in our eco system and their decline in recent years has been well documented in the media. Bournville Village Trust has already begun to play our part in increasing the bee population by installing bee hives at our 350 Bournville Lane Office. The hives have proved very popular and BVT will be considering other areas for more hive installations in 2014.
This continued commitment to wildlife will be formalised in 2014 with the creation of a Wildlife Policy. This document will set out the intentions of the Trust and will highlight our approach to various areas of suburban wildlife including birds, bats, insects and green spaces.
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Bournville Village Trust2012 was another pretty good year in financial terms, with BVT generating a surplus of just under £1.1m for the year. It’s fair to say that we continue to benefit from historically low interest rates, so the interest charges we incur are lower than they otherwise would be.
We continue to invest in acquiring new properties as well as improving properties we already own. In 2012, we spent over £2.5m on various improvements to the properties we own as well as a further £5.5m on acquiring new properties. The latter figure includes the development of the former Shenley Green Centre site in Green Meadow Road which now provides 19 new properties for rent.
In an ideal world, we would spend even more money on developing / acquiring new homes, particularly when there is such a shortage of new house building nationally. However, like every organisation, we have to live within our means and sometimes that means we have to work with other organisations to help deliver these much needed homes. That’s why we have now struck a deal with ExtraCare Charitable Trust to develop a 212 apartment extra care scheme at the former Bournville College site.
As an organisation, we are very mindful of the impact the government’s programme of welfare benefit changes is having on some of our tenants. We have increased our staffing levels to try and help these tenants as far as we possibly can. However, we owe it to all of our residents to ensure that they pay their rent. Over 90% of our income comes from rents and service charges and we need to ensure we collect this in order to fund all the things we do for our communities.
Bournville Works Housing Society
In 2012, BWHS completed their window replacement programme, funded through a loan from Swedish bank, Handelsbanken, who are increasingly active in the UK. Apart from that, it was pretty much business as normal for BWHS in 2012, a year in which they generated a surplus of £218,000.
All about money.B
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Paul Haywood – Director of Financial Services
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Balance SheetWhat We Own (£000s) BVT BWHS*
Cost of houses 146,522 16,609
Cost of land and other buildings
22,394 0
Cost of computers and other equipment
445 0
Money owed to us 19,463 973
188,824 17,582
How We Have Funded This (£000s)
Money owed by us 4,716 105
Long term loans 106,803 1,917
Endowments 696 0
Grants received to build houses
35,063 954
Revenue Surpluses 42,556 14,724
189,834 17,701
Cash left over 1,010 119
Analysis of Money in and outIncome Every £1 came from...
Rent and service charges 92 99
Services to third parties 4 0
Property sales and investments
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Total 100 100
Income Every £1 was spent on...
Property repairs and improvements
29 57
Services to tenants 32 37
Services to third parties 5 0
Estate maintenance 15 0
Interest on loans 18 7
Total 100 100
Income & ExpenditureIncome (£000s) BVT BWHS*
Housing Rents 19,435 1,032
Property & Land Sales 719 0
Other Rents 1,955 7
Trading Income 968 0
Investment Income 102 10
Total Income 23,179 1,049
Expenditure (£000s)
Housing Property Maintenance
5,422 296
Housing Management 2,916 187
Care & Support Costs 2,703 3
Service Costs 625 0
Estate Maintenance 3,010 0
Interest Charges 3,582 34
Trading Expenses 979 0
Depreciation 2,399 312
Development Costs written off 15 0
Bad Debts Written Off / (Recovered)
83 (1)
Total Expenditure 21,734 831
Net Revenue Surplus / (Deficit) 1,445 218
Capital Improvements Funded from Revenue
358 0
Net Surplus 1,087 218
* BWHS Bournvile Works Housing Society
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Your feedback
We always aim to provide you with the services that meet your expectation and our own high standards. The best way of assessing if this is happening is by listening to your views and ideas. There are lots of ways that you provide positive and negative feedback to us, for example through surveys, Facebook, the BVT website and new OpenView forums, by sending us emails and letters and, on occasions by making a formal complaint. Last year was the first full year of carrying out the Annual Satisfaction Survey and we received lots of extremely useful information
from you. A report was produced using all the information that we collected and it looks at all the areas where we could make improvements. Our teams are currently working with residents in order to follow up on these areas and to help deliver these improvements.
What has changed over the last 12 months?
In the last Annual Review we talked briefly about the work of the Scrutiny Panel. Their first piece of work was to look at how we manage our financial risks within the organisation. They looked at our processes and concluded that financial risk management at BVT is handled well but there were some key issues that were worth exploring further due to the longer term nature of their potential impact on BVT and the environment:
• Car parking across the estates• The future of our local shopping areas• Making better use of our open spaces.
We have now started work on these areas and a study will soon be commissioned that will look at how we can secure the viability of our shopping areas, in fact, work has already begun in revitalising our Shenley Green Shopping Centre so watch this space for more news.
The next port of call for the Scrutiny Panel was our equipment and adaptations service. At the time of writing this, the Panel are finalising their recommendations so again, watch this space for updates.
Improved Services.B
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When talking about improvements we have made to our services, we couldn’t forget to mention our office move to 350 Bournville Lane and the establishment of our new Customer Services Team. The team is very much on a learning curve but they are settling in well and are able to share their knowledge gained from working in the different teams across the organisation.
An average of 800 calls per week are dealt with by the team and feedback from customers is very positive as the majority of calls can be resolved by this team at first point of contact.
How are we performing?Over the last 12 months, in addition to the information provided at the OpenView event and through the Annual Satisfaction Survey, we have received over 1000 pieces of feedback on the services we provide and nearly all were positive. In all, 19 formal complaints were made throughout 2012 which is a noticeable drop from last year. This has much to do with the introduction of a new approach to complaints which allow our front-line staff to deal with any dissatisfaction as soon as they are aware of it without having to raise a formal complaint.
One complaint was made by a tenant to the Housing Ombudsman in the last 12 months.
What is going to change over the next 12 months?
We will continue to develop new and innovative ways to make it easier for you to tell us what you think and share ideas with us particularly through our website, Facebook, Twitter and the OpenView forums which were officially launched at OpenView 2013 in September.
You SaidWhen I made a complaint recently, the matter was dealt with by several different Trust staff who plainly did not liaise with each other
We didWe now ensure complainants have a single point of contact which simplifies our procedure and helps them build a relationship with the Officer handling their complaint
Dawn GardnerCustomer Services
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Bournville Village Trust is currently involved in a number of developments across Birmingham and Shropshire. In this review, we focus on;
LightmoorAlthough the headline news around Lightmoor has been around the relocation of the Great Crested Newts, there have been lots of other things happening throughout the development and within the community.
In August 2012 the play area in Woodlands Park was completed and opened to the public. This is a valuable asset to the community and filled a large gap in the provision of play facilities for children in the village. At the same time, a cycle track and equipment was installed at the top of Woodlands Park.
Woodlands Park, Holywell Meadow and Woodlands East Meadow were all transferred into BVT management in March 2013.
Woodlands Park has seen significant improvements to several areas with BVT using funding from the National Lottery to improve landscaping and fencing. Part of the Lottery funding has also been allocated to the ‘Bath Spout’ community project, taking an overgrown area of woodland behind Little Green Avenue and working with the community to renovate the existing features, clear out the overgrown areas and lay new footpaths to improve access to the site and the ‘forest schools’ areas.
Bournville in Shropshire.B
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What’s happening in the next 12 months?
There has been a lot of progress with the commercial units around the village centre at Lightmoor. In September 2012, ABC Nursery opened their doors and has developed quickly now offering full time nursery care along with pre-school and after school classes.
In April 2013, Unit 3 was let as a doctor/dentist. The doctors’ surgery opened for business in June 2013 and it is anticipated that the dentist will open in the autumn of 2013.
An agreement for Unit 2 has been reached for use as a coffee shop/bistro. The tenant, The Home Organisation Ltd, is a charity operating in the UK and overseas and will become a valuable part of the community. Residents of the village are eagerly awaiting the opening of the coffee shop which is scheduled for October this year.
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College Green – A New Care Village for Bournville
In last year’s Annual Review we talked about our plans for the old Bournville College site on Bristol Road South in Birmingham.
We have made a lot of progress in the last twelve months and the development as a whole now goes under the name of College Green:
• Our partners, ExtraCare Charitable Trust, have commenced the building of a large Extra Care project to provide 212 apartments plus a range of fantastic facilities. There will be 44 rented apartments acquired by BVT and we look forward to the completion of this project by July 2015. The building contractor is Galliford Try and this particular project goes under the name of Bournville Gardens.
• The second phase of College Green will be an 80-bed specialist Nursing and Dementia facility. We are nearing the completion of negotiations with a preferred Developer and a preferred Care Provider and we are expecting to start on site by March 2014.
Future Developments. B
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• The third phase of College Green will be a housing project responding to the needs of people with learning disability and we are currently in the process of discussing a partnership approach with an organisation with specialist experience in this field. Our combined experience would be considerable and in strategic terms we are attracting a lot of support from the Local Authority in responding to this particular need.
• The fourth phase of College Green is likely to be a Health and Wellbeing Centre and we would like to see it providing a range of primary and community healthcare services. We are making good progress with discussions involving a range of interested parties.
The great thing about College Green is the way in which the various projects are so well integrated with each other. Also, we want to ensure that it becomes a very outward looking development which attracts people from across South Birmingham to use the facilities on offer.
We believe that College Green will be a very special place and our aim is to complete the whole development by 2015.
New Homes at Lightmoor and Lawley in Telford
At Lightmoor, we have successfully dealt with protecting the Great Crested Newt and we can resume our work of providing much needed new homes.
Keepmoat are on site at The Croppings providing 105 new homes whilst Crest Nicholson are about to start the final residential phase in the Village Centre to provide 66 new homes.
Furthermore, we have just achieved a planning consent to build almost 200 new homes on the Horsehay site. Progress has been frustratingly slow in a difficult economic climate and residents at Lightmoor have had to remain very patient but the end result will be very special and well worth striving for.
Progress at Lawley has been frustratingly slow too but we have been battling on. Again local residents have had to be very patient in terms of living on a building site much longer than expected.
BVT is disappointed that the proportion of affordable housing in the latest phase at Lawley has once again reduced from 25% to 15% and we are discussing our concerns with others at a time when there remains a very high demand for good quality affordable homes and a very limited supply.
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