we’re changing lives. · giving people an opportunity. i’m proud to give people the chance to...

All the people you are about to meet work in housing. Like a lot of us they take phone calls, order repairs, take rent payments and meet with residents. But that isn’t what makes working in housing a privilege.

Every day that we come to work we have the opportunity to support people and make a difference in what can sometimes be an important time in people’s lives.

It’s more than just a job – every single day we change lives.

We’re changing lives.

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Our Stories Vision & Values The Board Leadership Finances Our Services

Read our stories

Margaret Spencer, Chair of the Board, 12 years a life changer.“ I’ve been on the Board here at Melin for a while and one of the things we do is make decisions. They’ve got harder to make. But in my heart I know that the decisions we make really do change people’s lives in so many ways. Whether it’s a choice of where to build our new homes or how we can support our residents, I know that we will be making the right one.”


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Meet Nathan, a Gas Service Engineer and life changer for four years.“ I was going about my usual daily routine checking someone’s cooker and noticed a fault on it. Not spotting it could have killed them. Doing the things you do day in day out means they become the norm and you don’t bat an eyelid. When things like this happen though, it makes you think; if I hadn’t been there it could have been so different.”

The numbersWe carried out 17,078 repairs from April 2014 to the end of March 2015. 12,173 were non-urgent and 4,905 were urgent and emergency repairs.


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Harina is a People & Learning Assistant and life changer for three years.“ My job is so rewarding because it’s about giving people an opportunity. I’m proud to give people the chance to join a brilliant company and to change their own lives. When people come and work for us, they sometimes don’t realise that they in turn change the lives of so many others too. The opportunities that we offer really do make a difference. We’ve got about 250 life changers here.”

The numbersLast year we recruited 31 new staff and booked over 2,000 training places.


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Richard is Head of Development and a life changer since 2008.“ Turning a piece of unused land or building into new homes is always a difficult task. When you see people moving into their new home and putting the kettle on, it makes all the hard work seem worthwhile. It’s not until that point that you realise you have helped to create a new community. There is something so satisfying about that.”

The numbersThis year we’ve invested £26m in building 216 new homes. We’ve sold a few too, 98 people are now on the property ladder.


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Sue is a Care and Repair Caseworker, changing lives since 2007.“ Working for Care & Repair means that I can help some of those older people whose homes have become like prisons. Where poor mobility has left people in fear of having to go upstairs in their own homes. With something as simple as a grab rail or stair lift we can help someone sleep in their own bedroom again and feel confident in getting up to the bathroom. I can be a part of them reclaiming the freedom of their home.”

The numbersCare & Repair Monmouthshire and Torfaen help older people to remain safe and secure in their own homes for longer. Last year we helped 4,077 people and facilitated £885,827 worth of home repairs and adaptations.


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Dave is a Little by Little Project Assistant, changing lives for one year.“ I didn’t know people lived like this. Andrew had just spent his seventh winter boiling the kettle to get hot water to wash and using one small electric fire to keep himself warm. Just fitting a new boiler has meant that he has a warm place that really feels like a home.”

The numbersSince its launch Little by Little has worked with over 500 households and over 140 school children spread across five local authority areas. The project continues to offer support and guidance on energy saving, employment and training and has already saved its clients over £20,000.


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Joanne is Assistant Director of Living Well. Changing lives since 2013.“ I’m part of a really special project called In One Place. No one likes being in hospital unless they really need to be there. What if you’re recovery from substance abuse meant you had no alternative other than to live in institutions? That’s what one of our client’s faced. Now he’s been given a fresh start and a home with In One Place. He finally has the freedom he longed for and the support he needs. Partnership working isn’t always easy, but it is the right thing to do. Working with seven landlords, five local authorities and the Aneurin Bevan University Health Board I’ve helped to change lives.”

The numbersThanks to In One Place we save the local health board £50,000 for every tenancy that we create.


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Phil is a Home Ownership Officer. He’s changed lives for nearly three years.“ What if you faced losing the home that you and your family have lived in for three generations? Dealing with constant calls from the people you owe money to and despite your best efforts, you are faced with having to get out. That was a daily battle one family faced. We got involved and through mortgage rescue, their lives changed dramatically. I’m just so glad I can help.”

The numbersNowYourHome sells houses on the open market and through Melin on a shared equity basis. Last year the team sold 46 low cost homes and agreed sales on a further 18 with a market value of over £8.4 million. 19 were sold on the open market. The team also carried out two mortgage rescues.


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Dave is Mel’s Handy People’s Project Supervisor, changing lives since 2011.“ I work alongside a great bunch of people at Mel’s. The things we do like fixing a bench, or laying a patio, never seems much, but we really can make a difference. After doing a job for one lady the team discovered that she had been a victim of a mugging, so to help out they picked up the mobility scooter she had left at Abergavenny foodbank after the ordeal and delivered it free of charge, back to her.”

The numbersMel’s Handy People has completed 2,123 jobs over the year, with a satisfaction rating of more than 98%.

As a result of volunteering with Mel’s Handy People, two people went on to gain full-time employment.


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Paula is a Principal Employment Officer at Melin Works. She’s been changing lives since 2009.“ Having a job means more than just being able to pay the bills. If you haven’t got one, life can be very difficult. I get the chance every day to give people their self-esteem back – to help them be proud of who they are again. It may just be a one day training course, or a couple of hours’ volunteering, but can be the boost they need. Helping nearly 2,000 people do this gives me a great feeling.”

The numbersThrough Melin Works we’ve helped 361 people get back into work and training which takes us up to 1,900 since Melin Works began. This year we’ve put 29 people into employment which has meant a financial benefit to our residents of £392k.

Y prentis – shared apprenticeship scheme has recruited 130 apprentices.


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Louise is our Digital Inclusion Officer and has changed lives since 2013.“ Isn’t the internet amazing? So many opportunities to learn new things, save money and connect with people. Loads of people are missing out, that’s why I’m here. Giving an iPad to a 100 year old and helping them find a picture of their old friends was truly amazing. And it’s the kind of thing I get to do every day.”

The numbers121 people were supported by our digital inclusion programme in which we provided advice or support.

362 residents have had with free communal Wi-Fi installed at their schemes.

72 people attended a digital training course and 16 residents have been loaned digital equipment such as tablets.


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Gavin is our Income Maximisation Officer. He’s been changing lives for two years.“ Two, three, even four pounds a week spent on the odd coffee doesn’t seem like much. But when you are struggling to feed your family it could be all you need to make a hot meal. I get a real buzz knowing that putting a bit extra in someone’s pocket makes such a massive difference to them. These small amounts really do add up.”

The numbersOur Money Advice team has had 902 referrals and put an extra £1,177,218 in our residents’ pockets. The team has also given out 363 food parcels since April 2014.


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Sam works in the Independent Living team as a Housing Officer. She’s been changing lives for 10 months.“ Making a simple gas safety appointment was the catalyst for helping one stroke victim deal with his suicidal thoughts. When he told me he was a burden to everyone and wanted to die, I went to see him. I met a man who hadn’t been out for three years. Several visits later and he had an alarm pendant, grab rails and felt safe enough to go out again. It was a privilege to be there when he needed help.”

The numbersOur Learning Disabilities homes at Cae Nant in Cwmbran have helped to save local social care services around £89,440 during the period from August 2014 – March 2015.


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Ian is Head of Corporate Health and Safety and has been changing lives since 2011.“ Everyone deserves to live and work where they feel protected and safe. The smallest things that you might not notice could affect you in a big way; big enough to be life changing. A simple task like moving a box away from the top of a stairs may sound trivial but it’s not. Spotting potential problems is better than acting in hindsight and that’s what I do every day.”

The numbersDuring the period between April 2014 until March 2015 we have investigated 19 accidents, nine vehicle accidents, three fires and one incident of violence towards staff. We invest a large sum of money every year on health and safety training for our staff ensuring accidents and incidents are kept to a minimum.


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Aaron works for Being Greener as a Personal Client Assistant. He’s been a life changer for a year.“ I can’t imagine what it’s like to live in a house where you sleep on a sofa that’s in the kitchen because it is the only place you can keep warm. Thanks to our work with Welsh Government’s Warm Homes (Arbed) one lady was given a new boiler. Now she lives comfortably in her own home. She told me that she didn’t think people like me existed and that things like this only happened in dreams.”

The numbersOver the year we have worked on 2,467 homes and installed 8,755 energy efficiency measures such as external wall insulation and solar panels. We’ve created 360 new jobs and 100 more have been sustained.


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Norma is a Scheme Manager at Waterside Court. Changing lives for eight years.“ Waterside’s a lovely place to live, and most people move here to be safe and secure. I’ve been told many times that having me on site is enough – enough for me to know that I must be doing something right! People say seeing my car arrive each day puts them all at ease, knowing there’s someone on hand to help.”

The numbersWe have 10 Scheme Managers, who are responsible for managing 415 sheltered housing apartments across four local authority areas. We also have three Independent Living Co-ordinators who manage 97 extra care apartments in Torfaen and Monmouthshire.

In a 2014 independent survey our sheltered housing residents identified the scheme manager service as being one of the main reasons they like where they live.


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Michelle is a Community Safety Manager and has changed lives since 2011.“ Working in the Community Safety Team is a varied and challenging role that I love. We recently worked with Police to rid a community of a nuisance neighbour who was making people’s lives hell. Thanks to the closure order granted by the courts other people in the street can now live in peace again. Being part of the solution is what makes the job special.”

The numbers92% of people were happy with the service provided by the Community Safety team and 88% no longer suffer ASB after our intervention.


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As a Communities Officer, Alan has been changing lives for eight years.“ I spend my days out and about working in the community arranging over 100 events and community projects. It hardly seems like work, but these events really mean the world to some. I remember taking someone on a trip to Weston, it was the first time that they’d been out for over a year. That’s life changing.”

The numbersThe team invested £24k in cleaning up communities engaging with 3,278 residents, the wider community and partners. Almost 145 staff and board members took part in this year’s Adopt a Community Initiative, contributing 1,439 hours of their time.

The Residents’ Panel has spent/committed £6,091 to residents and residents’ groups this year. £1,500 in total was given to our Sheltered Schemes to help with their Christmas festivities.


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This is Kate, as a Neighbourhood Officer she’s changed lives since 2007.“ I give people the dream of being able to call their home their castle, the chance to live independently, start a family or just settle down with their nearest and dearest. The chance to invite friends over for coffee or let the kids play in the garden all depends on having that roof over your head. A roof that can be life changing. I’m so happy to be part of a team that makes these dreams come true.”

The numbersWe rent out 80% of our general needs properties on first offer. We re-let our general needs homes within 5.43 days. 96.33% of our residents are satisfied with how we let our homes.

Our Customer Contact Team received 70,739 calls last year.


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A word from Mark.“ Our people are at the heart of everything we do, and this year’s numbers simply wouldn’t have been achieved without the life-changing staff we are so proud to show you here. From digital inclusion and energy advice, to fishing trips for local children, we believe that our communities are what make our homes so special. I hope you enjoy reading about our achievements this year and that this report gives you an insight into the way we work, and the incredible variety of roles that all come together to form the team we rely on here at Melin. We always aim to deliver the best for our residents, to make a real difference to the lives of the people we meet and to keep improving in everything we do.”


next – Read about our Vision & Values

We have proved that we are a maturing business, capable of the highest levels of performance and service, based on our vision:

• Beanexcellentlandlord.• Beamajorproviderofnewhomes.• Beapartnerofchoice.• Createopportunitiesforresidents

and communities.• Beavibrantplacetowork.


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We have continued to perform within the promises made by our values:

•Equalityanddiversity•Accessibility•Innovation•Partnership•Responsivenesstochange•Beinganexcellentemployer•Communitiesandpeople


next – The Board

These skilled volunteers make up our Board and they oversee all we do here at Melin.

Margaret Spencer ChairWith a wide experience at a senior level in the Education and Social Services sectors.

Chris Edmondson MSc Cert Ed Vice Chair Freelance management researcher/ adviser.

Barry HolroydRetired Welsh Office Civil Servant.

Doiran Jones OBEVice Chair of Community Housing Cymru.Vice Chair of Care and Repair Cymru. Retired Local Government Officer (Building Engineer).

Steve Cieslik BA (Hons) FCIH FIRPMSelf employed leasehold management specialist.

Lorraine Morgan RN RM RCNT PgDipN MSc(Econ) Wales FHEANow retired, Lorraine was Staff Tutor at the Open University in Wales, leading on the academic management of health and social care courses. She is an advisor to the Older Persons Commissioners Office in Wales and is a Board member of Care and Repair Cymru.

Tony Crowhurst BSc CDip AF MRICSEmployed by the Disability Advice Project and other Welsh access groups, specialising in disabilities and access issues.


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John Flagg BA (Hons) HMITRetired District Inspector of Taxes.

Simon Harrison ACIB CcFA CcMAP21 years as a corporate manager with Barclays leaving nine years ago to advise on corporate pensions, latterly buying onto a corporate finance business Flexible Commercial Funding Ltd.

Matt Miller MCIH Dip Surv (P&D)Housing Management Professional.

Toula PearsonTenant Board member. Toula was elected to the Board via tenants’ ballot April 2008. Re-elected to the Board in April 2014.

Lyndon MayResident Board Member. Lyndon was elected in April 2014. Retired Supervisor for ICI Fibres.

Dennis Robinson LLB (Hons)Dennis is a retired Solicitor.

These skilled volunteers make up our Board and they oversee all we do here at Melin.

Richard Essery BSc (Hons) MSc Chartered MCIPD Grad ICSA JPRichard has 23 years as a HR/Learning & Development manager within the private and third sectors. Richard is also a qualified chartered company secretary. He is a member of the Aneurin Bevan Community Health Council and also sits on the UK and Welsh advisory councils for the charity Diabetes UK.


next – The Leadership Group

Mark Gardner FCIH Chief ExecutiveMark has worked in the housing sector for more than 30 years and has been a Housing Association Chief Executive since 1995. Formerly the Director of the Chartered Institute of Housing in Wales and the south west of England, he began his housing career in 1983 as a Trainee Housing Manager in local government.

Peter Davies MCIOB BSC Director of DevelopmentPeter has considerable experience of property development in the public, private and housing association sectors. He has worked in a senior capacity for a number of leading housing associations in Wales.

Peter Crockett FMATT FCCA Deputy Chief ExecutivePeter has held senior posts in the housing association sector since 1995 where he gained considerable experience in all aspects of strategic finance, including loan funding and other support services. Prior to joining, Peter spent six years in a private accountancy and audit practice where he trained as a certified accountant.

Adrian Huckin FCIH BA (Hons) Director of Communities and EnterpriseAdrian joined Melin Homes in September 2010 having previously worked in senior positions in both the public and housing association sectors for 15 years. His housing career spans more than 30 years. He is a Fellow of the Chartered Institute of Housing (CIH).

Dave Cook MBA MCIH ICIOB Director of Customer ServicesDave has worked in the housing association sector since 1996. He has worked in the public and private sectors within the construction industry.

Our Leadership Group is responsible for maintaining our high quality services and making sure we are leaders in our field.


next – Finances

Summary Income & Expenditure account 2015 2014Money received £38,958,000 £36,730,000Money spent £37,278,000 £35,702,000Transfers to/(from) reserves £1,553,000 £(823,000)Surplus for the year £127,000 £1,851,000

Summary Balance Sheet 2015 2014Fixed Assets £225m £213mCurrent Assets (cash & debtors) £2m £9mMonies received from WG £133m £129mMonies owed by the Association £79m £78mReserves £15m £15m


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Here’s how every pound we received was spent:

Financial indicators: Gearing Ratio: 50.09%

Interest Cover: 2.94:1

Management costs44p

Borrowings21p

Planned maintenance5p

Service costs 5p

Depreciation 12p

Responsive repairs13p


next – Our Services

In our world, STAR is recognized as being one of the best ways for residents to understand how they feel about your home, where they live and the services we provide.

The overall quality of their home

That their rent provides value for money

Their neighbourhood as a place to live

That their service charges provide value for money

The way we deal with repairs and maintenance

That we listen to their views and acts upon them

85.4%

82.1%

81%

63.3%

79.5%

64.9%

Lowerquartile

Middlelower

Median

Middleupper

Upperquartile

83.6%

The serviceprovided by Melin

satisfied

satisfied

satisfied

satisfied

satisfied

satisfied

satisfied


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Net arrears

Emergency repairs

Former tenant arrears

Urgent repairs

Empty property rent loss

Routine repairs

1.56%

0.10 days

0.90%

3.79 days

1.37%

8.28 days

Gas compliancy

99.91%Some other figures that we report to our Board on.


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