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REVIEW OF HOUSING ASSOCIATIONS OPERATING IN WAVERLEYAUTUMN 2015

1. Scope of the review

The purpose of this report is to review the performance of social landlords providing housing and housing services in Waverley and the levels of tenant satisfaction each has achieved.

This review identifies opportunities for joint working with housing association partners to improve the services offered to all tenants of affordable housing in Waverley, regardless of their landlord.

2. Housing association stock profile

There are 6,909 affordable homes in Waverley, with 69% owned and managed by the Council and 31% owned and managed by local housing associations, as illustrated in Figure 1 and Table 1:

Council Housing Stock: 4,784

(69%)

Housing Association Stock:

2,125 (31%)

Figure 1: Housing association stock as a proportion of affordable housing in Waverley, as at 01.04.15

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Stock profile

1 bed 2 bed 3+ bed Other Total Percentage

Council housing

1,821 1,391 1,551 21 4,784 69%

Housing Association

879 761 471 14 2,125 31%

Total 2,700 2,152 2,022 35 6,909 100%

Table 1: Council and housing association affordable homes in Waverley as at 01.04.15

Table 2 shows the full list of housing associations with stock in Waverley and breaks their stock down by tenure and bed size:

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Housing Provider Sheltered 1-bed

Sheltered 2-bed

Sheltered 3-bed+

Rented 1-bed

Rented 2-bed

Rented3-bed+

S/O1-bed

S/O 2-bed

S/O3-bed+

Other TOTAL

A2 Dominion 0 0 0 3 8 0 0 0 0 0 11Abbeyfield Wey Valley Society 7 0 0 90 0 0 0 0 0 0 97

Ability Housing 0 0 0 12 1 0 0 0 0 0 13Accent Group 0 0 0 4 10 3 6 11 0 0 34

Advance Housing Association 0 0 0 13 0 0 0 0 0 0 13Affinity Sutton 46 1 0 19 80 42 4 26 7 0 225

Anchor Trust 52 0 0 0 0 0 0 0 0 0 52Andrew Windsor Almshouses 10 0 0 0 0 0 0 0 0 0 10

English Rural Housing 0 0 0 2 26 16 1 31 13 0 89First Wessex 42 7 0 42 127 161 51 71 13 0 514Haig Homes 0 0 0 11 6 0 0 0 0 0 17

Hastoe 0 0 0 0 0 0 0 2 0 0 2Heylo Housing 0 0 0 0 0 0 4 16 0 0 20

Hyde Housing Association 0 0 0 8 0 1 0 0 0 0 9London & Quadrant 0 0 0 25 16 7 0 0 0 0 48

Mount Green HA 65 1 1 19 25 6 7 10 2 0 136Pilgrim Homes 31 0 0 0 0 0 0 0 0 0 31

Sampson's Almshouses 16 0 0 0 0 0 0 0 0 0 16Sentinel Housing Association 0 0 0 6 28 4 0 14 0 7 59

Southern Housing Group 0 0 0 18 89 42 7 0 0 3 159Sovereign Housing Association 0 0 0 0 0 0 0 0 3 0 3

Stonewater Housing 24 0 0 34 9 4 0 0 0 0 71Thames Valley Housing 0 0 0 27 84 64 32 42 32 4 285

Transform Housing & Support 0 0 0 43 2 42 0 0 0 0 87Weybank Housing Co-operative 0 0 0 22 18 8 0 0 0 0 48

Whitmore Vale Housing 0 0 0 76 0 0 0 0 0 0 76TOTAL 293 9 1 474 529 400 112 223 70 14 2125

Table 2: Affordable homes owned and managed by housing associations in Waverley, as at 01.04.15

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The largest housing association provider in the borough is First Wessex with 514 properties, followed by Thames Valley Housing with 285 properties.

80% of housing association stock in the borough is for rent, with the remaining 20% for shared ownership or other tenures (see Figure 2).

14144

330

50 38

149 175

37

45

135

19 21

10

110

Affinity

Sutto

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English

Rural Housin

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First

Wessex

Mount Green HA

Sentin

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Southern Housin

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Thames V

alley H

ousing

RENTED TOTAL SHARED OWNERSHIP/ OTHER TOTAL

Figure 2: Housing association stock by tenure

72% of housing association stock in the borough is one or two bedroom accommodation, which reflects the need for smaller homes. The West Surrey Strategic Housing Market Assessment (SHMA) 2015 recommends that 70% of new affordable homes should have one or two bedrooms (see Figures 3 and 4).

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Affinity Sutton

English Rural

Housing

First Wessex

Mount Green HA

Sentinel Housing

Association

Southern Housing Group

Thames Valley

Housing

0

50

100

150

200

250

1-bed2-bed3-bed+

Figure 3: Housing association stock by association and bed size* Does not include 14 other units where bed size not specified.

The need for smaller homes demonstrated in the West Surrey SHMA 2015 is based on a range of evidence including population projections, demand for downsizing, and the impact of recent welfare reforms such as the underoccupation charge. Population projections show that future household sizes are expected to drop, whilst the proportion of older people will continue to increase.

1-bed, 387, 27%

2-bed, 662, 46%

3-bed+, 403, 28%

1-bed2-bed 3-bed+

Figure 4: Overall housing association stock by bed size

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3. Monitoring housing association performance

Three key areas of work have been undertaken to monitor the performance of housing association partners and develop and strengthen working relationships.

a. Independent survey completed to monitor the satisfaction of housing association tenants

In June 2015, a tenant satisfaction survey was conducted by Surrey Community Action on behalf of Waverley Borough Council to assess satisfaction levels across the affordable housing stock owned by housing associations, housing trusts and charities. The survey was broken down into several key areas of satisfaction including questions on communication, repairs, anti-social behaviour and consultation. The key outcomes are reported in section 4 of this review.

b. Organising stakeholder events to work in partnership with housing associations

In September 2015, the Council led on arranging a countywide Housing Provider Event to promote shared learning and good practice in housing management, in partnership with other Surrey authorities. The event included discussions on housing issues facing Surrey, delivery of new affordable housing in Surrey, housing management, safeguarding, and housing for older and vulnerable people. It also provided an opportunity to cascade national housing policy updates.

The Council organised a shared ownership event in 2014 in partnership with BPHA (the Government appointed Help To Buy Agent) and housing associations marketing shared ownership homes in the borough. The Council’s Housing Strategy and Enabling team, the Surrey Rural Housing Enabler and an Independent Financial Advisor were on hand to provide advice to households in housing need interested in shared ownership.

In September 2015, Waverley and Guildford Borough Councils jointly hosted a Home Exchange Event to promote and assist mutual exchanges between social housing tenants regardless of landlord.

c. Programme of one-to-one meetings with housing associations

Regular 1-to-1 meetings are held with each of the major housing associations that operate in Waverley. Since April 2015, meetings have been held with Affinity Sutton, Sentinel, Thames Valley Housing, Mount Green, Southern Housing, First Wessex and English Rural Housing Association. Meetings with the remaining major providers will take place before the end of March 2016.

These meetings with housing associations offer the opportunity to discuss a broad range of issues, some of which cannot be discussed in a wider forum or are tailored to specific housing associations, including:

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tenancy management issues community safety matters (including anti-social behaviour) nomination arrangements community development projects confidential pre-application development proposals councillor enquiries complaints

The meetings held so far this year have led to the satisfactory resolution of a number of localised issues and have provided the opportunity for housing associations to share their good practice with the Council.

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4. Tenant satisfaction survey 2015

A survey was sent out to 1,587 housing association tenants by post in June 2015, together with an introductory letter from Waverley and a reply paid envelope for returning completed surveys. Recipients were also able to complete the survey online. To encourage participation, the Council offered a prize draw incentive for those taking part.

256 surveys were returned and logged – a response rate of 16.13% – however response rate varied considerably between the different housing associations surveyed. The majority of the responses (246) were received by post with only 10 being completed online.

The list of housing association tenants surveyed included sheltered and supported housing (including non self-contained accommodation with shared facilities), but excluded care homes. The survey was sent to households in rented accommodation only and not to shared ownership properties. Residents of new developments less than a year old were excluded because they had very recently completed a Do You Like Where You Live? survey.

Overall:

86% of respondents were satisfied with the quality of their home and 81% with their neighbourhood as a place to live.

72% had repairs undertaken in the past 12 months and satisfaction with the quality of repairs was 69%.

83% were satisfied with the overall appearance of their neighbourhood, however only 77% were satisfied with ongoing grounds maintenance.

17% of respondents had reported anti social behaviour to their landlord, and of these 42% were satisfied with the way in which their landlord dealt with it.

66% found their landlord easy to contact and 71% felt their query was answered in a reasonable time.

a. Satisfaction with complaints

Only 50% of Affinity Sutton tenants, 54% of First Wessex tenants and 67% of Southern Housing tenants who responded were aware of their landlord’s formal complaints procedure. Due to the low number of Sentinel Housing Association tenants and shared owners who responded to this question, there is no score for this association.

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Affinity

Sutto

n

English

Rural Housin

g

First

Wessex

Mount Green HA

Sentin

el Housin

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Associa

tion

Southern Housin

g Group

Thames V

alley H

ousing

0102030405060708090

Figure 5: % of tenants satisfied with the way complaints dealt with

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b. Satisfaction with repairs and maintenance

72% of housing association respondents to the July 2015 survey were satisfied with their repairs and maintenance, with 79% of respondents having reported a repair within the past 12 months (see Figure 6).

Affinity Sutton

English Rural Housing

First Wessex Mount Green HA

Sentinel Housing

Association

Southern Housing Group

Thames Valley

Housing

0

10

20

30

40

50

60

70

80

90

100

Figure 6: % of tenants satisfied with repairs and maintenance

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c. Satisfaction with advice and support from landlord around moving home, support for new tenants and support for vulnerable tenants

Affinity

Sutto

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English

Rural Housin

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First

Wessex

Mount Green HA

Sentin

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Associa

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Southern Housin

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Thames V

alley H

ousing

05

101520253035404550

Figure 7: % of tenants satisfied with support for vulnerable tenants, support for new tenants and moving home

The seven housing associations in the review had relatively low levels of satisfaction with support for vulnerable tenants, with an average of 28% satisfaction levels when compared with specialist associations who provide dedicated housing and support services to vulnerable tenants, such as Whitmore Vale (87%), Transform (82%) and Ability Housing (57%), see Figure 7.

80% of Southern Housing tenants, 80% of ERHA tenants, 80% of First Wessex tenants, 78% of Mount Green tenants, 69% of Affinity Sutton tenants and 62% of TVH tenants felt their landlord was good at keeping them informed.

64% of Affinity Sutton tenants had been in contact with their landlord in the past 12 months. Of these, 61% said it was easy to contact the right person and 74% found staff helpful. 67% of Southern Housing tenants had been in contact with their landlord in the past 12 months, 75% of whom had found it easy to contact the right person. By comparison, 66% of First Wessex respondents had contacted landlord in past 12 months, 69% of whom were satisfied with the ease of contacting the right person, and 70% of English Rural Housing Association tenants had contacted the landlord within the past 12 months, with only 44% feeling it was easy to contact the right person and that staff were helpful.

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d. Satisfaction with handling of Anti-Social Behaviour

16% of Affinity Sutton respondents, 30% of English Rural respondents, 22% of Mount Green respondents and 23% of Thames Valley Housing respondents had reported Anti-Social Behaviour in the last year. Figure 8 shows the number of respondents by association who were satisfied with how ASB was dealt with.

Levels of satisfaction in this area are low and this is noted as an area for improvement. 67% of Affinity Sutton respondents felt that it took too long between reporting ASB and being interviewed by staff, 77% of ERHA respondents thought the time taken to undertake initial interview and overall case management was poor and 15% of TVH respondents would be reluctant to report ASB in future.

Affinity

Sutto

n

English

Rural Housin

g

First

Wessex

Mount Green HA

Sentin

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Associa

tion

Southern Housin

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Thames V

alley H

ousing

0

1

2

3

4

5

6

Figure 8: Number of tenants satisfied with how their complaint about Anti-Social Behaviour was dealt with

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5. Nomination agreements

Waverley has nomination agreements in place with each of its housing association partners setting out the percentage of new lets and re-lets to be provided to the Council for allocations through HomeChoice.

Most nomination agreements on new schemes secure nomination rights for the Council to 100% of initial lettings/sales and 75% of subsequent lettings/resales, the remainder being available to housing associations for direct allocation.

In practice, the Council made nominations to over 80% of new and re-let affordable homes in 2014-15, as illustrated by Figure 9 showing that all nominations except 20% of Southern Housing nominations and 6% of Affinity Sutton nominations in 2014-15 were from Waverley’s Housing Register.

Affinity Sutton

English Rural First Wessex Mount Green Sentinel Southern Housing

TVHA0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Figure 9: % Nominations to Waverley Borough Council on new and existing affordable housing in the borough 2014-15

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6. Re-let time in days for rented properties in Waverley 2014-15

On average, housing association properties were re-let after 34 days, although a number of associations reported re-let times significantly over this period (see Figure 10).

First Wessex advised the Council that their average re-lets times appear relatively high due to difficult-to-let properties at Sandy Hill and their sheltered housing scheme at Ballindune, where they are currently reviewing their floating support service.

English Rural Housing Association reported that major void works impacted on their re-let times.

Sentinel Housing Association had 1 property which was vacant over Christmas, resulting in a longer re-let time.

Affinity Sutton English Rural First Wessex Mount Green Sentinel Southern Housing

TVHA0

10

20

30

40

50

60

70

Figure 10: Average re-let time (days) for rented properties in Waverley 2014-15

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7. Development of new affordable housing

During 2014-15, the Council worked in partnership with housing association partners to achieve:

planning permission for 174 affordable homes start on site of 87 affordable homes completion of 39 new build affordable homes

Completed developments

Affinity Sutton completed 12 homes for affordable rent and 12 homes for shared ownership at Swallow Tiles in Cranleigh as shown in Photo 1:

Photo 1: Work before and after at Swallow Tiles, Cranleigh

Affinity Sutton completed 1 affordable rented home at Wurth House, Catteshall Lane, Godalming during the financial year 2014/15 and the remaining 36 affordable homes were handed over in May 2015, as shown in Photo 2:

Photo 2: Building underway and nearing completion at Wurth House, Godalming

Mount Green completed 4 homes for shared ownership and 6 homes for affordable rent at Drummonds, Hindhead, as shown in Photo 3. The remaining property for shared ownership was completed in April 2015:

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Photo 3: Former site and new homes at Hindhead

Since April 2015, Mount Green Housing Association has completed 7 affordable homes at Cricket Green Close, on the former Shackleford Mushroom Farm site, as shown in Photo 4. This is a cross-borough scheme with nominations split between Waverley and Guildford Borough Councils:

Photo 4: Disused former Mushroom Farm buildings at Shackleford and opening event of new homes at Cricket Green Close, July 2015

Developments with planning permission

Table 3 shows developments with planning permission including affordable housing to be delivered by housing associations, which will make a total of 423 affordable homes.

At the time of writing, 18 of these have been completed so far during 2015-16 and 75 are in the process of being built:

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SCHEME NAME HOUSING ASSOCIATION

MIX OF HOMES ANTICIPATED COMPLETION

Godalming College

Sentinel 10 affordable rent4 shared ownership

August 2016

Milford Green, Milford

TVHA 16 affordable rent20 shared ownership

October 2016

(First phase of 18 homes completed October 2015)

Amlets Lane, Cranleigh

Affinity Sutton 38 affordable rent12 shared ownership

TBC

Brightwells, Farnham

TBC 36 affordable rent36 shared ownership

TBC

Bourne Mill, Farnham

Affinity Sutton 16 shared ownership TBC

Crondall Lane, Farnham

TBC 34 affordable rent14 shared ownership

TBC

Langham Court, Farnham

Mount Green 4 affordable rent2 shared ownership

TBC

The Lodge, Farnham

Ability HA 4 affordable rent TBC

Furze Lane, Godalming

TBC 15 affordable rent5 shared ownership

TBC

Sturt Farm, Haslemere

TBC 29 affordable rent25 shared ownership

TBC

Ricardo Court, Bramley

Southern 10 affordable rent5 shared ownership

TBC

St Georges Road, Badshot Lea

TBC 14 affordable rent14 shared ownership

TBC

Horsham Road, Cranleigh

TBC 30 affordable rent30 shared ownership

TBC

Table 3: New affordable homes with planning permission or in development

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8. Housing association activities in Waverley

a. Assessing social value

To improve understanding of the importance of good quality housing on the health and wellbeing in local communities, Affinity Sutton joined with Catalyst Housing Group to commission a research project1 which sought to apply a monetary value to each of a range of positive outcomes for individuals, from getting a job to reducing debt. Based on the project’s robust modelling, a social value of £58 million was applied to that activity, which is an impressive return of 13:1.

Transform is one of the Council’s specialist partners, providing housing and support services to homeless and vulnerable people in the borough. The preventative nature of Transform’s work avoids the need for more costly intervention by other agencies such as health, law enforcement and social care services. A study showed that every £1.00 of support funding paid to Transform generated a saving of £3.29 for other public services2.

English Rural Housing Association is a rural housing specialist whose own work to understand the social value added to the local community has demonstrated that for every £1 invested in building a new home, the value of the return to the community through services secured, expenditure levels or costs savings is £6.50. 30% of English Rural tenants would rely on state support to afford market rents were it not for their lower housing association rents. Using these assumptions, the annual saving to the taxpayer is around £380,000. The actual cost saving to all of their residents who pay lower than market costs totals around £2.6 million.

Recognising that housing services are about more than just bricks and mortar, the Council and its partners have set up digital inclusion schemes to help get residents online in order to improve their educational performance and life chances, improve employment prospects, develop skills and save money. Much work is underway to promote energy efficiency initiatives, such as developing an interactive eco-home to showcase energy efficient living, working towards Zero Carbon Housing standards, running “Green Doctor” sessions for residents and delivering “Go Green” projects, with one housing association winning the 2014 ‘Best Smaller retrofit Project’ of the year at the Sustainable Housing Awards.

1 From the Housing Charity HACT and Daniel Fujiwara of the LSE2 Supporting People financial benefits model, Cap Gemini

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b. Welfare Reform

In order to respond to the combined impact of welfare reforms, changes to Supporting People funding and austerity measures, First Wessex has increased the support available for residents to prevent losing their tenancies. A Tenancy Support team has been created to give dedicated money and benefits advice to residents and the number of Neighbourhood Managers increased to give a better local focus and to offer a single point of contact for residents. Targeted campaigns have helped to prepare residents for the impact of Universal Credit.

Welfare reforms have had a varied effect across the sector with some households being hit harder than others. Before the changes, Sentinel spent a lot of time talking to the 814 customers who would be affected by the benefit cuts. Staff chatted through their options and helped tenants think about how they would cope with the cuts. A Home Swap Shop event was run to match those who wanted to downsize with families who needed more space and helped over 130 people avoid the underoccupation charge on spare bedrooms by moving to a more suitable home. Tenants have also been assisted into work or training through the STEP scheme.

Thames Valley Housing tenants have been helped by their Welfare Benefits team who provide support and financial help to those adjusting to the changes brought about by a reduction in their benefits. This support has included applying for Discretionary Housing Payments, referrals to food banks and help with moving to smaller properties. A Financial Inclusion Strategy has been produced and plans are being developed for a single Credit Union for all residents. Residents have been assisted in opening bank accounts in preparation for the introduction of Universal Credit and advised on how to cope with fuel poverty.

Recognising the growing financial pressures on many of their residents, Affinity Sutton have set up the first national partnership between a housing association and a Credit Union with 775 new Credit Union accounts taken up during the year. Mount Green Housing Association continues to sponsor the Surrey Save Credit Union, an ethical community bank offering loans at affordable rates, with no hidden fees. In Waverley the scheme has been promoted to service users in local magazines and on social media. Sentinel teamed up with Radian Housing, First Wessex Housing and My Home Finance (MHF). They each invested £150k and are now working together to give customers a cheaper and safer alternative to doorstep and payday lenders.

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c. Employment and Training Initiatives

During 2014-15, the Affinity Sutton Community Foundation continued to help make real and sustainable changes to the lives of many of residents in a number of aspects of their lives. Amongst other things, their Ready2work employment service secured nearly 3,400 training opportunities, helped over 880 people into work, and provided a record 85 apprenticeships.

Last year, Sentinel launched their Support Towards Employment Programme (STEP), delivered in partnership with Academy4Housing and with financial support from the Big Lottery. Their target was to work with 30 unemployed people over the year and help 10 of them find a permanent job. They exceeded that target and had 43 people on the programme and helped at least 16 get into permanent work. Statistics show that getting one person back in to full-time work brings a value to the wider society of around £10,767 per year.

Southern Works, Southern Housing Group’s employment service, has recently supported its 250th resident into work since the programme started in 2011. The service provides advice and support related to employment, training and volunteering. It also helps tenants in employment progress in their current jobs, access training or change careers. The Bright Ideas Trust is a charity that helps to support young people to develop their own businesses. The three month training programme offered practical advice and guidance in business management. The Bright Ideas Trust provides business start-up loans of up to £9,500 and support with business planning.

Thames Valley Housing tenants are supported into employment and training and a weekly job club is run to support residents with job searches, CV writing, interview skills and completion of job application forms.

In 2013-14, Transform Housing and Support helped 130 people into education, voluntary work or employment.

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d. Health and Wellbeing

Waverley is a member of a range of forums which tackle housing related issues, for households from all tenures. The Surrey Health and Wellbeing Board brings together the NHS, public health, social care, local councillors and user representatives to work together to improve the health and wellbeing of the people of Surrey. The Safer Waverley Partnership works with a range of organisations to deliver projects to improve community safety. The Partnership has several delivery groups focusing on geographical areas, individuals and different types of crime and disorder. It also links with groups at divisional, county and regional level. The Waverley Family Support Team provides intensive support in the homes of families with multiple and complex needs. The team support clients across all tenures.

Waverley Borough Council

properties

Housing Association properties

Safer Waverley Partnership

Surrey Health and Well Being

Board

Waverley Family Support Team

Waverley Don't Lose Your Home or

Business

Waverley Community

Development Worker

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Next Steps in 2015-16

Officers will continue to work with individual housing associations to monitor performance and to follow up actions and areas for improvement arising from the 2015 tenant satisfaction survey.

In addition to this the following next steps are proposed:

Continue to survey residents of new residential developments across all tenures approximately 12 months after completion of the development.

Engage proactively with housing associations to encourage them to develop new affordable homes in Waverley, either as part of S106 sites or by taking on the development of a whole site.

Explore opportunities for joint working on tenant involvement initiatives with housing associations owning stock located close to Council-owned affordable housing.

Arrange visits for local Councillors to schemes in development and events to celebrate the opening of new housing association homes.

Organise a Rural Housing Event between rural Surrey local authorities and the Rural Housing Enabler, to discuss the impact of policy changes such as Starter Homes on Rural Exception Sites and Right to Buy in rural areas, in addition to launching the Surrey Countryside and Rural Enterprise Rural Strategy 2016-2021 and Waverley Rural Affordable Housing Update 2016.

Hold a Help to Buy event to raise the profile of shared ownership and ensure new build and resale shared ownership properties are advertised to households in housing need living or working in Waverley.

Organise a ‘meet and greet’ event for Waverley councillors and housing association partners to further improve joint working and help councillors to best assist their constituents who are housing association tenants or shared owners.

Continue to work closely with housing association partners to review the success of new and existing schemes to support the provision of high quality affordable homes, regardless of tenure.