Newsletter - November 2007
Different time, different venue and still a great success!
Arawak Walton held its Annual General Meeting on 12th September 2007 at Cedar Mount High School as a late afternoon event. It is the first time for a number of years that we've used a different venue from Bougainvillea Gardens, so we were all a little fraught!
During the meeting shareholders and other guests heard that the association had had another good year with turnover tipping £3m and an asset base of over £41 million, There had been an increase in the numbers of homes in management which not stood at 826 homes (2006 816 homes). The association had made a healthy surplus before transfers of £219,000 (2006 - £403,000). However, the Chair noted that these surpluses needed to be used in future years to assist the association in achieving the government's target rents and to carry out major repairs.
The association's Chair, Mr Andy Forbes took the opportunity to launch the association's annual report that had been written with a theme of "communities working together". He was delighted to confirm that our tenant satisfaction survey confirmed levels of satisfaction above the upper quartile for mainstream housing associations! Mr Forbes also took the opportunity to present some flowers to Sandra McKenzie, senior housing officer, in recognition of her 20 years service to Arawak Walton.
Mr Simpkins, Board member gave a vote of thanks to the Board members and staff for ensuring the association had achieved another successful year. Finally, Mr Guy Hutchence, head master of Cedar Mount took the opportunity to give an update on the good work the school is doing and of its plans to move to a newly built, state of the art venue in 2008. Mr Hutchence went on to say he was delighted to have this long standing relationship with Arawak Walton, given that we both have such a diverse customer base, indeed many of the school's pupils came from the association's homes.
Moving into Stockport
The association is about to take handover of its first scheme in Stockport. To introduce the area to Arawak Walton Housing Association we took part in the Stockport Black History Month Celebrations. The association's stall was adorned with images of people who have inspired the association and who's names we have taken for some of our properties.
Marcus Garvey and Mary Seacombe were amongst 2 of the faces that looked out proudly from our stall. To find out more about what people required from us in the area Maynette and Abdul surveyed visitors to get their views. The prize for one of those surveyed was a Jamaican Hamper with salt fish, ackee, hard dough bread, milo and the ever popular rum. The day was a great success and the association looks forward to introducing more new flavours to Stockport housing.
One of our partners in the area Northern Counties Housing Association said "We are pleased to be helping Arawak Walton develop a presence in the area, adding to the diversity of housing providers in Stockport". We look forward to further developing our presence in the area and welcome our new Stockport Tenants.
^ top of pagePostal Survey Results
A big thank you once again to the residents who have returned the postal surveys. These are an invaluable way of us refreshing the service we offer to you and for you to tell us where we can do things better. We have now published the findings from the second postal survey of the year on “Customer service Charter and Performance Standards”.
The aims of the survey were to identify which aspects of our service delivery were the most important to you as customers.
We found that:
71% of respondents had seen the Customer Service Charter, whilst
only 61% knew what the Charter covered
The most importan Of least importance to customers was being kept informed of
progress.
Of the performance indicators available, by far the most significant to customers
were those in relation to repairs response times compared to targets.
The least important performance indicator related to the ethnic origin of applicants.
Overall comments by respondents show that the association has high standards
of performance and delivers to those standards.
In response to the findings we are reviewing the customer service standards in light of the survey and promote the customer service standards more prominently when we are signing up tenants, in the reception area and in this newsletter. In addition we will provide more information to you about the history and nature of the association that focuses on our role in promoting community cohesion. Also, we will work with staff to effectively implement the new complaints procedure to ensure timely and comprehensive responses that resolve disputes and always test the information we provide for the good use of plain English.
t service standards for customers were in being dealt with quickly, fairly and politely, along with the provision of a high quality repairs service.
Thanks again for keeping us informed by returning the surveys the final one
of the year will be released soon and those who return all 4 will deserve their
reward.
Remember that all those tenants who complete all four questionnaires will receive a £20 gift voucher of their choice ( from ASDA, Tesco or Marks & Spencer)
Property Re-let standard
The association has been reviewing the way that it re-lets properties and was keen to ensure that properties were let quickly; to a good standard and in sympathy to the needs of communities we serve. This is important as we want to ensure that we do not waste the money you give us in rent by leaving property longer that we have to and or wasting it on unnecessary measures that are not valued by the new tenant.One outcome of this is the new "Property Re-let Standard" that will be presented to the Board in November. This standard specifies what work the association will do when a property becomes vacant. The standard includes ensuring that electrical fittings to be in safe condition and free of defects and that the property is been cleared of rubbish and swept out.
As a specialist Association for Black and Minority Ethnic tenants the re-let standard includes a provision to adapt properties to meet diverse religious and social needs of our tenants. These include creating wet areas to allow regular bathing in running water that is required by some religions. Also creating larger cupboards and sinks in kitchens to allow for catering for larger gathering to acknowledge that in our communities extended families and large social gatherings are common.
To look at the new re-let standard ask for a copy from the office or look on the web site.
Board Meeting approvals
At the July Board meeting, the Board approved the following:
• Internal Controls Assurance Report – required to be produced
by our internal auditors to provide assurance to the Board for the purposes
of the Annual Report included in the Statutory Accounts.
• The association’s statutory accounts for the year ended 31st March
2007
• Proposed changes to the SHPS pension scheme
• Community engagement strategy
• Annual Report for 2006/07 – delegated responsibility was given
to the Chair and Deputy Chair to approve the final version.
• Timetable for the Annual General Meeting that will be held at Bougainvillea
Gardens on 13th September 2007.
• The annual efficiency statement 2007
• Use of contractors against performance targets 2006/7