flagship group @ transform conference europe

What it meant for

Flagship Group

Lorna BlackmoreDirector of Communication

What it meant for Flagship Group

Before

annual report 2010

Welcometo our annual report - where we tell you about our achievements in 2009/10 and the improvements we intend to make this year.

We aim to: get service right, fi rst time. create places where people want to live.

We perform well in many areas, but we know that we can keep improving and do even better. The uncertain economic climate is not helpful but we are positive that we can strengthen the services we provide.

You, the customer, are at the heart of our endeavour. We need your input on: how we do things. how we could improve. what we should pay attention to.

To comment on this report or anything else, you can email me at emma@fl agship-housing.co.uk, or call meon 01603 255878.

We hope you fi nd thisreport helpful.

Emma King, Customer Services Director

Our regulators, the Tenant Services Authority (TSA), measure how we perform against six standards:

• Customer involvement.• Your neighbourhood.• Better homes.• Letting homes and setting rents.• Value for money.• Governance and fi nancial viability.

For more information on the six standards, visit the TSA website (tenantservicesauthority.org).

We consulted customers in March 2010 to fi nd out what is important to you. The results, together with input from the customer board and customer club shaped this report.

What’s thisreport about?

Contents page

Value for money 10

Letting homes and setting rents 9

Better homes 8

Your neighbourhood 6

Customer involvement 4

3Key achievements

Governance and fi nancial viability 11

For more information on the six standards, visit the TSA website

annual report 2010

Key achievements

About usFlagship Kings’ Forest (FKF), Flagship Peddars Way (FPW) and Flagship Suffolk Heritage (FSH) provide over 21,000 affordable homes across East Anglia.

Some of our key achievements in

2009/10 include:

Introducing Flagship Response - the UK’s fi rst and only truly 24/7 call-answering service for housing association customers.

Achieving customer satisfaction levels above the national average.

Investing£22.6 million onimproving homes: 613 new kitchens, 194 new bathrooms, and 435 central

heatingsystems.

Our new website

fl agship-housing.co.uk

makes it easy for

customers to engage

with us. It provides:

• Online rent payment.

• Multi-language browsing.

• Browsealoud for customers with sight diffi culties.

• A call back request facility, saving customers the cost of a call.

• A ‘money matters’ section, with advice on debts.

Key a

ch

ievem

en

ts

3

Flagship Response is a 24/7call-answering service.

40

60

80

100

85 89 86 80

%

Flagship Kings’ Forest

Flagship Peddars Way

Flagship Suffolk Heritage

National average*

*Taken from the 2009/10 STATUS survey.

Building 479 new homes.

Investing £22.6 million on improving homes - 613 new kitchens, 194 new bathrooms, and 435 central heating systems were installed.

Being awarded over £400,000 to fund environmental projects.

Introducing 18 qualifi ed energy awareness advisors.

Our customer satisfaction levels

Introducing a brand new website

Awarded green funding for environmental projects.

jamie cann houseextra care housing

flagship

service right - first time

for Flagship customers

homefile

Thank you for your interest in Flagship.

We are a housing association in East Anglia with over 22,000 homes. We

have strong financial and operating results. But we want to do even better.

We want to improve ‘service of today’, prepare for ‘service of tomorrow’

and broaden our customer offer. The Group has an ambitious business

agenda and are looking to invest in new directors to join our team.

The next phase in our business strategy is a clear focus on growth.

The world is changing – it’s a tough operating climate for housing

associations and this will intensify over the next few years. We need to

keep improving our performance, growing and adding value to customers,

whilst underpinning this with a culture of learning and continuous

improvement.

We’re building up to 200 new homes every year but we want to build more;

we want to develop new partnerships and alliances; develop new products

and services – designing these in fresh and creative ways.

If you have the skills to help turn our aspirations into reality, have a passion

to lead a culture of continuous improvement and you are ready to take on a

challenging but extremely rewarding role, we’d love to hear from you.

David McQuade

Chief Executive

Charity NewsWe have come to the end of our ‘Macmillan

Cancer Support’ year, raising an impressive

£6,291.07

£432Head shave

by Community Ranger,

April Archer

£2,627.45Macmillan Coffee Mornings

£248.50

Norwich Half Marathon

£335.96Annual 'Quiz 'n Chips'

Throughout the year, our staff and customers were involved in a variety of events to raise money for this very worthwhile charity. Here are some of our fundraising highlights:

£6,291.07£6,291.07

A big thank you to everyone involved in helping to raise these much needed funds!

4

Fla

gship

new

s

Community Initiative Funding for Pre-SchoolChildren and staff at the Little Oaks Pre-School in Necton are now enjoying

new equipment thanks to Flagship Community Initiative Funding.

The Customer Operations Group (COG) approved the funding for a sand play area and much needed PC and printer for the office, which means that the old equipment can now be used by the children for play and projects.

Steve Gray, Customer Engagement Manager said, “When I visited Little Oaks Pre-School it was fantastic to see the children crowded around the

sand play area having fun and making all sorts of imaginative creations. Pre-schools quite often struggle for funding, especially in rural areas, so it’s great that COG had the insight to support such a worthwhile and valued project.”

This is what some of the children had to say about their new sand play table:Ella: “It’s wonderful and amazing.”Melissa: “It’s good, I like patting

and putting my hands in it.”Megan: “I made a cake.”Charles: “I like to dig!”

Caroline, who is a mum and Little Oaks Committee Member said, “The Committee is very grateful to Flagship. The children are having enormous fun with the sand play table.”

Staff member Katie said, “The PC and printer are fantastic and very fast, doing everything we need. Thank you.”

5

Custo

mer

eng

ag

em

ent

CombatingcondensationTips to help you solve problems with

condensation and mould growth

Guide to asbestos safety


Oak TreesRespite care and short breaks for

people with learning difficulties Personal alarm serviceWouldn't it be nice to know help is always at hand.

Become a friend on facebook

facebook.com

Follow us on twittertwitter.com/fl agshiphousing

Visit us at fl agship-housing.co.uk

FT23

Flagship Telecare is a simple, affordable, touch button system that provides an emergency call service, security and peace of mind with a personal response - 24 hours a day, 365 days a year. This can benefit people of any age who are vulnerable, including:

• Individuals at risk from harassment or domestic violence

• People suffering from

a physical disability or mental health problems

• Lone workers

If you are interested,or would like to knowmore, please contactFlagship Telecare on01362 696175or apply online atfl agshiptelecare.co.uk


a physical disability or mental health problems

Lone workers

If you are interested,or would like to knowmore, please contactFlagship Telecare on01362 696175or apply online atfl agshiptelecare.co.uk © Copyright of Tunstall Healthcare (UK) Ltd

your community needs

YOU!

Are you interested in helping to shape the services provided by Flagship?

If yes, contact us on 01603 255414 or email

getinvolved@fl agship-housing.co.uk or

book to attend our customer conference on Saturday 28 April


Become a friend on facebook

facebook.com

Follow us on twitter

twitter.com/fl agshiphousing

F la g s h ip is a h o u s in g a s s o c ia tio n w ith 2 2 , 0 0 0 h o m e s a c r o s s

E a s t A n g lia . W e a r e a s tr o n g b u s in e s s lo o k in g fo r in s p ir a tio n a l

le a d e r s t o h e lp u s t u r n o u r a s p ir a tio n s in t o r e a lity .

Housing Operations Team

Leader (West Region)Circa £26,922 pa + Company Car

Permanent, Full-time - 37 hours per week

Based at Mildenhall OfficeFlagship is looking for an outstanding candidate to take on the role of

Team Leader. You will be an inspiring leader who will support, educate

and develop our team of community managers and community rangers

to deliver excellent customer satisfaction to our customers and

stakeholders. You will demonstrate a strong customer focus,

exceptional leadership, possess excellent communication skills and be

able to embrace and lead change.

You will be a key member of our Operations Team so will offer

innovation and creativity to continuously develop services for our

customers. You must be able to demonstrate an ability to work in

partnership and create new partnerships with our external

stakeholders. Housing management experience is desirable.

Please apply online at www.flagship-housing.co.uk or to request

an application form,

telephone our recruitment

line on 01603 255879

quoting Ref number 1098.

Closing date: 12 noon,

Monday 6 October 2014.

Applicants successfully

shortlisted for interview

will be contacted within

14 days of the closing date.

We are committed to equality of opportunity and diversity in

employment and encourage applications from all sectors of the community.

An Exempt Charity.


homefilea buyer’s guide to home ownership

moving ona guide to selling your home



new homea guide to shared ownership

flagshipkings’ forest

Cedar Lodge

Creatingplaces wherepeople wantto live

01603 255444fl agship-homes.co.uk

Home ownership● Providing an opportunity to step onto the property ladder.

● Available for part buy/part rent.

● Developing homes in Norfolk and Suffolk.

01603 255444fl agship-homes.co.uk

Have your say!

We want our

customers to have

a real say in how we

provide our services.

Our Customer Operations Group (COG)

takes time to listen and understand what’s

important to you so together, we can

influence customer and board priorities.

We encourage our customers to get

involved, no matter who you are or where

you live.

Have your say:

✆ 0845 258 6238

@ [email protected]

flagship-housing.co.uk/COG

f facebook.com/flagshiphousing

But we want to do much more...

Meet the team

At Flagship, we’re committed to making sure that

our customers have a real say in how we provide

our services. We’ve made huge improvements to the

way you can get involved.

Customer participation with estate inspections.

A range of initiatives and activities to involve

younger people within our communities are being

implemented.

Our Facebook community continues to go from

strength to strength.

The Customer Operations Group (COG) takes time to

listen to what our customers are telling us and uses

this information to help inform the Flagship Board.

Mitch Wildman

Having your say!

If you would like to know more, please get in touch:

Tel: 0845 258 6238

Check us out on Facebook at

facebook.com/flagshiphousing

To understand and influence our Customer and Board priorities

Diane Ranner

Brenda CanhamNancy Maduakoh

Tracey HaynesHeather Flint (Chair)

Many day centres only provide activities. At the John Chapman

Centre we also provide a full day care service to meet a wide

range of personal care needs.

Welcome to the service

The John Chapman Centre is housed within the Old Maltings extra

care housing scheme, which is located in the centre of the rural

market town of Swaffham, Norfolk.

At the John Chapman Centre, we support customers with physical

and mental health needs with enjoyable, therapeutic day care within a

safe, secure environment.

john chapman centreday care service

flagship

Issue 05 September 2011

intouchIssue 14 June 2014

Your Flagship - your news

Easter funin the sun

Health and

wellbeing ideas

WIN!a family photo session!

Subletting and lodgers

Good Neighbour Awards

Flagship TelecareAnnual Report 2013/14

FT121-0

414

Spend your money

wisely, ensure your

rent is paid.

Please contact your

community manager

to discuss.

HOMESWEET

HOME

homefile f o r F l a g s h i p l e a s e h o l d c u s t o m e r s


Danny WellingM a n a g i n g D i r e c t o r

t : 0845 258 6252

m : 07739 746 087

e : d a n n y. w e l l i n g@rf t re p a i r s . c o m

w : r f t re p a i r s . c o m

M i c h a e l C h a p l i n H o u s e S t a t i o n R o a d

D e r e h a m N o r f o l k N R 19 1D A

Our Flagship Telecare service standards

service right - first timeflagshiptelecare

Electrical Manager

Michael Chaplin House Station Road Dereham Norfolk NR19 1DAt: 0808 168 4555e: [email protected]: rftrepairs.comRFT Repairs Limited is a member of the Flagship Group.

RFT are commited to equality of opportunity and diversity in employment and encourage applications from all sectors of the community.

Salary negotiable | 37 hours per week

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Et harum quidem rerum facilis est et expedita distinctio. Nam libero tempore, cum soluta nobis est eligendi optio cumque nihil impedit quo minus id quod maxime placeat facere possimus, omnis voluptas assumenda est, omnis dolor repellendus. Temporibus autem quibusdam et aut oficiis debitis aut rerum necessitatibus saepe eveniet ut et voluptates repudiandae sint et molestiae non recusandae. Itaque earum

Closing Date: 00/00/13

Interview Date: 00/00/13

Contact us for an application packKeep up to date with your rent and we can

sweeten your Christmas with rent free weeks.

with a clear rent account and benefitfrom two rent free weeks.

Leap into the next financial year

F38-0112 Rent arrears postcard.indd 1 13/02/2012 17:08

30

31


A clear brand architecture

Brand Guidelines 4

Brand overviewBrand architecture ‘Brand architecture’ is how we

describe the structure of our family of brands and how it is managed. Our brand architecture relects our organisational structure.

At the heart and head of the organisation is Flagship Group – ultimately we’re all part of Group, but its brand is primarily used for investors, regulators and Group functions.

The Flagship Homes brand is primarily used for our housing services.

The RFT Services brand is primarily used for our repairs and maintenance services.

These brands are all part of the same, close knit family and this is reinforced by them all carrying the same symbol. It is also reinforced by Flagship Homes and RFT Services communications carrying a Flagship Group parent brand endorsement.

32

Reception

Car park

Reception

Car park

Flagship GroupFlagshipFlagshipGroupGroupFlagshipFlagshipGroupFlagshipFlagship Flagship

GroupFlagshipFlagshipGroupGroupFlagshipFlagshipGroupFlagshipFlagship

fl agship-housing.co.uk

A guide to af ordable housing 2015-2020Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only i ve centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

A guide to af ordable housing 01

Doing things rightfor you,for your communityA guide to af ordable housing

Doing things rightfor you,for your comfortA guide to market rent

Doing things rightfor homes across theeast of EnglandCorporate Brochure 2015

Supporting you and your home:Servicing acrossthe UKMaintenance services 2015

Making everythingcome togetherProviding homesfor people in needAnnual Report 2015

Making it add up for everyoneProviding homesfor people in needCorporate Brochure 2015

RFT ServicesDoing things right for... Freephone

0808 168 4555

Part of

Improving insulation

in Ipswich


A visual hierarchy for each brand

33


...to

Doing things rightWe’re the Flagship Group. We provide homes for afordable and market rent, and for sale across the east of England. We maintain homes and support the communities they’re part of. We are well managed and inancially strong. We invest in our people. And our operating proits are invested back into the business to deliver value for our customers. So everything we do supports our core purpose: providing homes for people in need.What’s right for our customers is at the heart of what we do. This takes listening and understanding, openness and seeing what truly matters. It demands never being satisied and always looking for a better way.What’s right for our customers is also right for our people. Right for our business is right for our partners. Right for eiciency is right for our social values. Which means doing things right today is right for tomorrow – and beyond.


A positioning statement and core narrative

34

ClearWe can see the whole picture — including the

detail. Our common sense comes through in

language that’s clear, concise, assured and

focused on outcomes.

DeterminedThere’s no standing still. We’re always ready to

engage, to question — to ind a better way. That energy comes through in language that’s

lively, bright and conversational.

RealWe’re warm-hearted people who care about making things right for everyone with a stake in

our organisation. Our empathy helps us see the

world through our readers’ eyes and write as if

talking face-to-face.


Tone of voice

35


A new approach to imagery

36

Doing things rightfor you,for your communityA guide to af ordable housing

In it togetherA guide to shared ownership

Spilling the beansA guide to market rent


Messaging and imagery working together

37


Refreshed websites with a clear relationship

38


A fleet of mobile advertising

39


A clear set of guidelines

Note - photograph mocked up guidelines

flagship group @ transform conference europe

Presentations & Public Speaking