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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
service right - first time
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
Visit us at fl agship-housing.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
Visit us at fl agship-housing.co.uk
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.
service right - first time
homefilea buyer’s guide to home ownership
moving ona guide to selling your home
service right - first time
service right - first time
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
@ COG@flagship-housing.co.uk
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
service right - first time
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: info@rftrepairs.comw: 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
What it meant for Flagship Group
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
What it meant for Flagship Group
A visual hierarchy for each brand
33
What it meant for Flagship Group
...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.
What it meant for Flagship Group
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.
What it meant for Flagship Group
Tone of voice
35
What it meant for Flagship Group
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
What it meant for Flagship Group
Messaging and imagery working together
37
What it meant for Flagship Group
Refreshed websites with a clear relationship
38
What it meant for Flagship Group
A fleet of mobile advertising
39
What it meant for Flagship Group
A clear set of guidelines
Note - photograph mocked up guidelines
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