WPH Annual Report

We manage 12,370 tenanted homes We manage 445 leasehold properties We employ 550 staff We invested over £100 million in your homes We will build 400 new homes over 4 years

Facebook and Twitter:www.twitter.com @wphomes7001www.facebook.com/wirralpartnershiphomes

About Us

Email:[email protected]

Website: www.wphomes.org.uk

In person:

6 Europa Boulevard Birkenhead, CH41 4PE

78 Hoole Road, Woodchurch, CH49 8EG

1-3 St James Road North Birkenhead, CH43 7RJ

All Mon-Fri, 9-5pm (Woodchurch and North Birkenhead 10am on Wed)

Phone:Repairs and emergencies: 24 hoursFreephone 0808 100 9596

All other enquiries: 8am-8pm, Mon-FriLocal rate (0151) 666 7001

We want to make it easy for you to contact us, so there are several ways you can do this:

Cover Story: Just some of our residents and staff!

About You

Jayne Winders, WPHWe hope our services are accessible, responsive and sensitive to the needs of existing and future tenants, open to all, regardless of background. We collect data on our tenants to direct services appropriately and ensure people make the most of these services.

Paula Mcglynn, WPHWe also want our homes to be accessible to all and help people remain independent by incorporating necessary adaptations in accordance with Disability Discrimination Act requirements. For example, level access showers are now provided as standard in sheltered schemes.

Jane Sharpe, WPHOne of our organisation’s key values is to respect equality & diversity. WPH has a legal duty to promote good relations, tackle discrimination and promote equal opportunity. We held a number of events such as our multicultural conference. We consider protected characteristics to be: age, disability, gender reassignment, marriage & civil partnership, sex, race, pregnancy & maternity religion & belief, sexual orientation.

Mark Armstrong, WPHWe regularly review procedures for staff, and have provided awareness raising training to help them recognise neglect, harm or abuse to children and vulnerable people. In 2010/11, WPH, working with other agencies, offered support to tenants who had been victims of domestic abuse or harassment.

2010/11 Facts

White British 83%

Unknown 15%

Other 2%

Ethnic diversity Disability

Source: WPHSource: WPH

Other disability 13%

Physical disability 8%

No disability 69%

Restricted mobility 10%

Contentsfollowing the TSA

Standards

Introduction p4

Involvement & p6 Empowerment

Home p12

Tenancy p14

Neighbourhood p16 & Community

Value for Money p20

Financial viability p22 & Governance

Feedback p23

Wirral Partnership Homes Profile

www

NEW!

WPH Families and Households

Single, Widowed or Retired Adults, 26%Single Working Age Adults, 21%

Working Age Couples Without Children, 15%Adult Couples With Children, 14%

Single Parents, 11%

Retired Couples, 11%

Others, 2%

Source: WPH

Providing homes...building communities www.wphomes.org.uk 32

Wirral Partnership Homes Profile

Brian Simpson, Chief Executive, WPHNew Look Annual Report and Facebook Launch

Last year, you said our annual report was too ‘wordy.’ This year, we have used a shorter, more conversational format to tell you about what went well and what we could do better and how you have influenced our services. We’re also launching our Facebook Page - come and join us at:

www.facebook.com/wirralpartnershiphomes

Jed Pearson, Chair of WPH BoardHigh Rise, 97.9% Decent Homes and Investment

WPH has invested well over £100 million since transfer in 2005. All properties are rated as Decent Homes, apart from some of our high rise blocks. High rise works were delayed because we needed to do so much research & consultation.

The Board has now confirmed the future for each block and works have started at Brackendale and Liscard House. Demolition is underway for Sandbourne in Moreton and Brooklands in Birkenhead. We also plan to replace some of the stock lost through demolition and build 400 new homes over the next 4 years, which we are really pleased about.

Carol, Tenant from Moreton and Chair of ASP Listening to tenant scrutiny and advice

The Advisory and Scrutiny Panel (ASP) thought that Wirral Council’s anti-social behaviour (ASB) service was very expensive.

We suggested WPH uses its own staff to carry out the work and the service now provides better value for money. ASB cases are now closed only after face to face discussions and WPH is creating ‘hot spot’ teams who will work to improve specific locations.

WPH also works in partnership with Merseyside Police and Merseyside Fire and Rescue Service to prevent and tackle ASB.

Brian Simpson, Chief Executive, WPHOur 2020 Vision and mission for the futureAt transfer in 2005 we made 89 promises to be completed over a seven year period. The majority of these promises have either been completed or are nearing completion. Therefore, this year we launched our 2020 Vision with 5 mission statements for the next 10 years.

We will regularly review the way that we deliver our services and make sure they are effective, efficient and tenant focused. This approach has helped us become a Times Top 100 Company.

What’s on our minds?Welcome to our 2010/11 Annual Report

Our MISSION

Using innovation

Providing affordablehomes and services

Involving residents and staff

Respecting equality anddiversity

Delivering what we promise

Replenish housing stock

Grow our services

Be an Excellent service provider

Ensure an effective BuildingServices

Transform our culture &enhance our reputation

Our WPHProviding homes...

building communities

“ ➜

➜

➜

➜

➜

➜

➜

➜

➜

➜

“Providing homes and buildingcommunities where peoplewant to live and where all can thrive

Our VISION

Our VALUES

Invested over £100 million in our propertiesProviding homes...building communities

www.wphomes.org.uk 0151 666 7001

Jed Pearson, Chair of the BoardMaking it easier to contact usA big issue for 2010/11 was customer contact and feedback. You said you would like fewer contact telephone numbers and a better response to voice mail. We created the Contact Centre and all staff who deal with telephone enquiries are now located together.

We retained the Telecare Services Authority Accreditation and have trained staff in an alert service to help identify and protect vulnerable people.

0151 666 7001

Repairs and emergencies: 24 hours

0808 100 9596All other enquiries: 8am-8pm, Mon-Fri

Providing homes...building communities www.wphomes.org.uk4 5

Involvement and Activities

Lorraine Anderson, WPHHopefully, many WPH tenants will have heard about the Advisory and Scrutiny Panel (ASP), a group of WPH residents who were awarded co-regulatory champion status by our regulator the Tenant Services Authority (TSA). This is a great accolade.

WPH spends around £54 per property per year on involvement work

Carol, Tenant - Moreton, Chair of the ASPYes it is, we are one of only ten Scrutiny Panels across England to be awarded Co-Regulatory Champion status and we believe that this proves tenants are genuinely influencing and contributing to the day to day business. Our role is to work with WPH Board and staff to bring about improvements in the quality and efficiency of the housing services provided by WPH. We have been trained and supported to scrutinise WPH services from a tenant’s perspective.

Stuart, Resident - EasthamWe would like to be more involved in WPH events but they can be a bit boring sometimes without many young people. Can they be a little more exciting?

Alan, Resident - PrentonHow is the umbrella structure helping tenants to become more involved with WPH?

Lorraine Anderson, WPHUmbrella meetings enable residents from across our communities to come together and discuss issues of common interest. The meetings take place 4 times a year and WPH Board and Directors attend at least twice a year to enable residents to have direct consultation with them. It is also a great networking opportunity for involved residents. Ring (0151) 666 7001 to find out more information.

2010/11 Facts

Comments

Our Advisory and Scrutiny Panel is one of just 10 nationally to be awarded TSA Co-regulatory champion status

94.9% of tenants are satisfied with WPH services overall

Over 1000hours of resident engagement every month

WPH do as much as you like Involvement Menu

Lorraine Anderson, WPHWe have listened to your comments and we now aim to inject a bit more fun into our engagement activities. Our Tenants’ Conference is WPH’s way of thanking residents who get involved through awards. We also made a film showcasing what goes on in your community properties. At our Big Society event a drama group illustrated how residents work together for the benefit of their community. If you have any ideas how we can make events more fun ring (0151) 666 7001.

Like

Tenant Involvement & Empowerment : Standard 1 Tenant Involvement & Empowerment : Standard 1


You Said, We Did

Tom, Tenant - OverchurchIt can be difficult to know who to contact with problems or queries, I get fed up having to speak to different people.

Angela King, WPHWPH has developed one Contact Centre and all contact teams are now based together under one roof. Consequently, we are now delivering a much improved customer experience each time you call the WPH general enquiry number on (0151) 666 7001 or the repairs and out of hours freephone number 0808 100 9596 (24 hours). Give it a try and let us know what you think. Contact staff now know if their colleagues are available to help when you call - but we still need to improve how quickly we respond to voicemail messages.

Jim, Tenant - Rock FerryHow do we know what services we can expect as a tenant or resident of WPH?

Mark Armstrong, WPHWPH has a Customer Charter which sets out the standards that our residents and tenants expect from us. We have also agreed local offers with you and how we measure our performance in these priorities.

Examples include grass and hedge cutting, promptly removing fly tipping and rolling out a campaign to reduce dog fouling – things that you told us are important to you either through the Chatterbus which visited you, or at one of the various consultation events we held. WPH will continue to report back to you on how we are doing.

2010/11 Facts

Comments

Grace, Tenant - PrentonWe have heard that WPH residents are able to access training through the Community Houses. What sort of training is offered and how can residents access it?

Lynn Ryder, WPHTraining is provided in liaison with Wirral Metropolitan College. Examples of courses available include First Aid, computer literacy, cookery, Maths, English, painting, sewing and much more. Training is free to WPH tenants and volunteers. Ring (0151) 666 7001 for further details.

WPH Contact Centre average time to answer calls is less than 20 seconds

We worked with Keep Britain Tidy to reduce dog fouling in central Birkenhead.

Like

The Customer Charter lets you know what you can expect from WPH services.

Tenant Involvement & Empowerment : Standard 1


Tenant Involvement & Empowerment : Standard 1

Complaints

Tenancy Management (31 Complaints) Complaints received relating to the Anti-Social Behaviour (ASB) policy were the most common (14) and issues about fencing (6). In response to the complaints received about ASB, WPH has introduced improved response times, contacting all ASB complainants within 24 working hours.

Repairs Service (62 Complaints)The most common repair complaints were about missed appointments or delays to work (27). As a result, a review is being undertaken to keep customers better informed for complex, multi-trade or multi-day jobs. Complaints that highlight poor quality of work are investigated and remedial action is taken. For recurring issues such as damp/condensation these findings are reported to the Customer Maintenance Group, a group of WPH residents who review WPH policy.

Staff and Customer Services (16 Complaints) These complaints mainly related to the service areas of Neighbourhood Management (7) and Building Services (4). For complaints about staff, an investigation is undertaken which may result in action being taken. 7 of these complaints were upheld with 4 partially upheld. We made sure we apologised to customers whenever we got it wrong and investigated the problems thoroughly.

Gas Servicing and Maintenance (16 Complaints) There were numerous complaints received relating to delays and missed appointments due to the severe weather conditions during the December and January winter period. We are undertaking a review to see how we can put arrangements in place so we can deal with bad weather conditions more efficiently.

Ian Adams, WPHWe now report feedback and complaints to a group of tenants and staff on the Customer First Scrutiny Group. This group looks at how staff have responded to complaints and the information on the next page gives an idea of what WPH receives complaints about. One specific example of our response to complaints was when we changed a contractor we previously used to repair and paint properties following complaints from a number of different tenants about attitudes and standards of workmanship.

Glenn, Tenant - MoretonAs a customer, I want to see you learning from your mistakes and using complaints to improve the way you do things. Can you give us an example of how procedures have changed as a result of complaints?

2010/11 Facts

Comments

Tenant Involvement & Empowerment : Standard 1 Tenant Involvement & Empowerment : Standard 1

Over 200 Compliments received, including:

98.6% of life critical calls were answered within 60 secs

82.4% of complaints were responded to within 14 days. This figure was 77% in 2009/10. We are still working towards our target of 90%.

Feedback Process

Stage 1 Most issues are resolved at this first point of contact

Stage 2 Reviewed by a senior manager

Stage 3 Referral to Director and tenants

Call (0151) 666 7001 with any feedback

“Thanks for the Support Link service, it gives me extra comfort at night to know you are there”

“I am writing to thank you for sorting out the electrician for my Mother who is 90 years old so promptly”

“Thank you to the Anti-Social Behaviour Team for the helpful and professional support which helped me resolve the dispute with my neighbour”

“Your plasterer is a credit to your Company and must be one of the best workmen who has worked here since the beginning of my tenancy in February 1993.”

over 9 out of 10 appointments were kept

80

40

60

20

70

30

50

10

Tenancy Management

Repairs Gas MiscellaneousCustomer Service

182 Complaints Received

Service Area

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f C

om

pla

ints


Maintenance, Repairs and Investment 2010/11 Facts

Comments

Lynne, Tenant and Board Director - Saughall MassieHow is WPH working to help vulnerable residents stay in their home for as long as possible?

Paula Mcglynn, WPHAs well as helping residents move to more suitable accommodation if neces-sary, we can also make adaptations to assist with independence. The in-novative introduction of flexi showers helps tenants who can no longer use a bath. It can be installed in any room and in one day with minimal disruption. Vulnerable tenants also receive an enhanced repair response time.

Home : Standard 2 Home: Standard 2

£113 average cost per property of a responsive repair

76,000 number of repair request phone calls received in 2010/11

£15 Million Invested in:

427 Boilers

2645 Repair &Paint

298 Rewires

476 Bathrooms

513 Kitchens

415 Doors

494 Windows

Kenny, Tenant - Rock Ferry I have some ideas about making our homes better, can I pass them on to someone in WPH?

Richard Woolfall, WPHWe involve tenants as much as possible and value all suggestions. We held a customer consultation event on the development of the maintenance and investment Home Standard local offer. Contact Michelle Plimley on (0151) 666 7001 to get involved and have your say through our Customer Maintenance Group.

Cliff Stanley, WPHThe Government has set a minimum standard which WPH properties need to meet – the Decent Homes Standard (DHS). We surpassed our target of 97% with 97.9% of our properties now achieving the DHS following investment of over £15m during the year. (Up from 91% last year.)

Jean, Tenant - Rock Ferry What are you doing to help tackle the problem of urgent repairs?

Geoff Muise, WPH We are reducing the number of emergency repairs so that no more than 1 in 10 are given an emergency category and no more than 1 in 5 issued as urgent. Working with the Customer Maintenance Group we achieved our target for emergency repairs but unfortunately over half our repairs were still ‘urgent’. The extreme weather didn’t help but we will work with our customers to try and achieve this difficult target.

Sheila, Tenant – Rock Ferry How many of our homes meet the Decent Homes Standard?

Comparing WPH to other social landlords:

Completed routine repairs

We were 7th best performing housing association out of 12 in the North West

100

12 13Providing homes...building communities www.wphomes.org.uk

Lettings and Tenancy Agreements 2010/11 Facts

Comments

Tenancy: Standard 3 Tenancy: Standard 3

0

Comparing WPH to other social landlords:

Re-let times

Our 28 day re-let time puts us in the top 5 when compared to 11 other North West Housing Associations

28 days

50

30

10

£2708 average cost to make an empty property ready to re-let

We introduced a pictorial tenancy agreement to help tenants to understand their responsibilities

Mandy, Tenant - Rock FerryHow do new applicants apply for WPH homes and are current tenants able to move to other homes?

Paul Sutton, WPHWe want to make sure that our homes are let in a fair, transparent and efficient way, making the best use of our housing. Currently applications are managed and monitored via Wirralhomes. In addition, we are able to manage up to10% of our own moves to support current tenants who wish to move for a variety of reasons in exceptional circumstances. There is a clear application, decision-making and appeals process to ensure consistency.

Muriel, Tenant - MoretonYou asked us for suggestions regarding the best use of housing, has anything changed following our feedback?

Ken, Tenant - WallaseyI was disappointed that there had been litter in the garden of my friend’s new property when they moved in, why hadn’t it been removed?

Billy, Tenant - Rock FerryWhy was the decision taken to introduce service charges for tenants living where there are communal areas? Will it cost me more and what am I getting for my money? Also why have I had to sign a new Tenancy Agreement?

John Devlin, WPHExisting tenants will not pay any more as we identify part of your rent for service charges. All tenants receive a leaflet so they know what services they should be receiving. For us to proceed tenants need to sign a new agreement. Over 90% of our tenants with homes with communal areas have done this and are happy with their services.

Paul Sutton, WPH Our customers expect a high standard of property when they move in, but sometimes garden clearance hasn’t been completed or there are no refuse bins there in time. Working hard with our colleagues in Building Services, we have begun to address these problems but sometimes littering or vandalism might take place before we get round to the property before it is re-let.

Paul Sutton, WPHThe ‘families in flats’ scheme was implemented, resulting in 12 families being re-housed from flats to houses. Customers suggested a cash incentive to move to smaller accommodation to help release more family homes. This was introduced and includes the reconnection of appliances.

Customer satisfaction with new properties reduced from 97% to 91%


Your Neighbourhood 2010/11 Facts

Comments

Greenhouse - £1109Community Garden

Podiatry Service - £2040For tenants

Tea and Tango - £250Day trip to Blackpool

Christmas lights - £1400Event, Woodchurch

Community Fun Day - £500Family event in Seacombe

Visit to Llanberris - £320Outdoor activites

If you wish to apply for a WPH Community Grant you should contact the Resident Involvement Senior Officer, Jane Thompson on (0151) 666 7001.

Jean, Tenant and Board Director - Bidston

We have heard that last year WPH allocated just under £30,000 in Community Grants for improving neighbourhoods and building communities. Our community group is planning a summer project for next year, how can we access funding?

Sally Kew, WPHContact us and complete an application. Applications can be made by groups, individuals, staff or even partner organisations like Merseyside Police. The maximum grant is £10,000, although most are for less than £1,000. Last year 48 out a total of 67 applications were successful. Take a look at some of the examples below for ideas:

Barbeque £100Sheltered Housing

Bonfire/Halloween activitiesNoctorum - £1000

Community Party £1000Diversionary activities

Neighbourhood and Community: Standard 4 Neighbourhood and Community: Standard 4

Community Grants

Ann, Tenant - Tranmere If we report anti-social behaviour through the out of hours freephone number 0808 100 9596 or through the Tenancy Enforcement Team, will it be dealt with effectively?

Clare Moore, WPH We will not hesitate to take action against anti-social behaviour in our communities. We have recently pursued further punishment following breach of an injunction and the court was forced to hand out a four month prison sentence to the accused after he had continually subjected neighbours to months of verbal abuse.Jim, Tenant - Rock FerryWhat is WPH doing about graffiti and vandalism on our estates?

Maureen Davies, WPH Following a spate of vandalism in Birkenhead, WPH targeted the area in partnership with Merseyside Police and identified a number of youths responsible for graffiti. To avoid prosecution they chose to clean it up. WPH will not tolerate vandalism and we encourage our residents to contact us and report it.

Dougie, Tenant - Woodchurch How can residents be involved in Estate Inspections? Are the results recorded?

Dominique Blundell, WPHYes, results are published on the WPH website. Estate Walkabouts take place monthly with tenants accompanying WPH Officers. All issues are reported and logged such as unsafe walls, rubbish on grassed areas and graffiti. Please let your Housing Officer know if you would like to join us by ringing (0151) 666 7001 or see www.wphomes.org.uk.

Introduction of Annual Tenancy Inspections resulted in 100% satisfaction in the first month.

Our no-tolerance approach to ASB made the local news

122 Complaints of ASB were resolved at first point of contact

24hr response to ASB requests has been introduced and Community Patrol and WPH security can be deployed


£72Spent on tenancy

management per property, per

year

Your Neighbourhood

Barbara, Tenant - WoodchurchHow can I play my part and help WPH to make my local area a better place to live in? I have heard about block champions, what do they do?

Maureen Davies, WPHYes, volunteer customers monitor communal cleaning, repairs and grounds maintenance and tell us when improvements are needed. Who could be better at reporting problems than a resident? By having one point of contact we can deal with problems faster. In return, we will give you a prepaid phone card, free training, and any out of pocket expenses for travel and for attending meetings. Contact (0151) 666 7001 for further information.

Pat, Resident - Moreton We heard about the Chatterbus that was used to consult with residents. It seemed like a good idea, will you do it again?

Maureen Davies, WPHIn February 2011 the Estate Services Teamwent on the road in the Chatterbus to find out what residents think about their neighbourhoods. Over 1000 residents responded. We worked in partnership with the national campaign Keep Britain Tidy to analyse the responses to our survey. We will be repeating this exercise in the future.

Damian, Resident - WoodchurchHow is WPH tackling young people’s anti-social behaviour?

2010/11 Facts

Comments

Sam Brown, WPHWe have been arranging diversionary activities for young people to help tackle anti-social behaviour due to boredom and inactivity. One example was that we took a group (approx 10) of youths from Crossways Estate, Birkenhead to Delamere Forest to go mountain biking. As the first trip was a success it is hoped we will continue with monthly activities for this group and others.

Neighbourhood and Community: Standard 4 Neighbourhood and Community: Standard 4

Have you got an idea that could Make a Difference? - let us know! Contact us on (0151) 666 7001 with your suggestions to improve services or save money. The best ideas will be rewarded.

7 out of 10 satisfied with Estate Services team value for money

6 out of 10 satisfied with external cleaning

7 out of 10 satisfied with internal cleaning

8 out of 10 satisfied with local areaChatterbus Survey Feedback


6weed spraying treatments to

footpaths per year

30calls made to

tenants each month to monitor estate

services

Grass cutting service

16times per year

Value for Money (VfM): Standard 5 Value for Money (VfM): Standard 5

Income and Expenditure

Bill, Tenant - OxtonHow do you spend our rent money and other income?

Arthur, Tenant - BirkenheadWe think it is essential that WPH delivers value for money and that the best possible quality service is provided at the lowest possible price. What do you do to ensure this?

Les Kelly, WPHThe expenditure pie chart to the right, indicates that £1 in every £3 of our income was spent on investment works to tenants’ homes. Spending over the last financial year helped WPH to provide affordable homes and invest in communities as we said we would.

Les Kelly, WPHWe measure performance using comparisons with other similar organisations and Value for Money (VfM) logs. During 2010/11, 52 VfM logs were submitted by various teams identifying efficiency savings. These ranged from hundreds of thousands down to just a few pounds and shows how VfM is embedded in the day to day work of staff across the company. These logs identified savings with a value of £1.7m in 2010/11.

We also encourage all our customers to give us feedback if they have any suggestions on saving money! Contact us on (0151) 666 7001 to Make a Difference.

2010/11 Facts

Comments Expenditure

Investment Programme 33%£15.1 million

Management 18%£8 million

Repairs and maintenance 17%£7.9 million

Services 16%£7.4 million

Cyclical 13%£5.9 million

Other 3%£1.3 million

Average rent per property is £73.56 a week

52 VfM logs submitted resulted in

£1.7msavings

Income and Expenditure

Les Kelly, WPHYes, we recognise that tenants have a say in decision making and how we spend both savings and expenditure. Please contact me on (0151) 666 7001 if you are interested in assisting with this process and how we prioritise our expenditure.

Jim, Tenant - Rock FerryDo tenants have a say in making decisions on what WPH spends?

Jean, Tenant - Rock FerryHow do you help WPH tenants with their finances? We are all feeling the pinch and we are worried about the forthcoming benefit changes.

John Roach, WPHWPH produces a quarterly magazine for residents, ‘Money Matters’ which provides information and advice on the latest welfare benefit changes and we have a team of welfare advice experts who can help you understand and claim what you are entitled to. Look on our website www.wphomes.org.uk or call (0151) 666 7001 and ask for the Income Team.

Muriel, Tenant - MoretonHow much money does Wirral Partnership Homes have coming in and where does it come from?

Les Kelly, WPHThe pie chart to the right shows where our money comes from. 80 pence in every pound comes from tenants paying their rent and we beat our rent income collection target of 100%. The other largest source of income for the year was receipts from the Community Fund which we share with Wirral Council.

Facts

Comments Income

Rent 80%£43.6 million

Community Fund 18%£9.7million

Garages and shops 1%£0.8million

Other social housing activity 1%£0.4million

Proportion of rent collected inc. arrears

101.5%

elcome�to�Money�Matters.�We�hope,�that�you�can�finda�few�minutes�at�this�busy�time�to�look�through�this

edition.�As�ever,�if�you�want�any�further�information�aboutthe�issues�covered�then�please�contact�me,�and�I�will�do�mybest�to�help.

This�time�we�introduce�you�to�our�welfare�benefits�teamand�provide�information�about�the�latest�welfare�benefitannouncements,�how�United�Utilities�can�help�those�in

arrears�with�water�charges�and�how�housing�benefitchanges�will�affect�private�rented�tenants.

From�all�at�WPH�we�hope�that�you�and�your�family�have�alovely�Christmas�and�New�Year.

John Roach 606 3145 ([email protected])

Call 0151 606 3000 for this newsletter in large print or Braille

Welcome to�the�Winter2010�edition�ofMoney�Matters

Some performance information• From April to October WPH collected 100% of rent due.

• This included over £7 million in payments made bycustomers and over £19 million in housing benefitawards.

• Rent arrears reduced by £118,862, a fall of over 13%.

• Our welfare benefits advisors secured an additional£210,000 income for customers.

W

New addition to WPH’s Welfare Benefits Advice Team

haron�Ravenscroft�has�recently�joined�Marc�Owensand�Kathy�McDonald�in�WPH’s�in-house�advice�team.

Sharon�is�quickly�finding�her�feet��and�we�hope�that�heraddition�to�the�team�will�result�in�a�dramatic�reduction�inwaiting�times�and�even�greater�customer�satisfaction�for�aservice�that�has�helped�hundreds�of�people�increase�theirincome�over�the�past�12�months.�With�large-scale�changesto�the�welfare�benefits�system�looming�the�assistance�thatthe�team�can�provide�should�become�even�more�valuableto�WPH�and�its�customers.

Sharon’s�appointment�is�an�example�of�how�WPH�listens�toand�involves�customers.�The�clear�message�from�a�numberof�forums�was�that�customers�wanted�an�expanded�serviceso�that�more�people�can�be�helped.�Sharon’s�appointmentdemonstrates� the� benefit� of� WPH’s� focus� on� value� formoney� as� her� post� is� funded� entirely� by� savings� madeelsewhere�within�the�income�team.

A�popular� feature�of� the�service� is� that� the�team�usuallycarry�out�most�of�their�appointments�in�customers’�homes

but�if�this�is�not�convenient,�interviews�can�be�arranged�atlocal�housing�offices�or�Council�One�Stop�Shops.�

To contact the team, call Marc on 606 3224, Kathy on666 7041 or Sharon on 666 7033

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very�year�a�significant�number�of�customers�fail�to�paytheir�rent�over�the�festive�period.�While�many�catch�up

with�their�payments�within�a�week�or�two,�many�others�donot�and�for�a�few�this�becomes�the�start�of�a�serious�arrearsproblem.��

Recovering�these�arrears�ties�up�a�large�amount�of�our�timeover�a�number�of�months�-�time�that�would�be�better�usedassisting�customers�to�secure�their�entitlement�to�housingbenefit,�maximise�their�income�or�help�them�better�managetheir�finances.�

More�and�more�customers�are�choosing�to�pay�their�rent�bydirect debit or� standing order to� avoid� the� need� toremember�to�pay�(nearly�40%�of�rent�is�now�paid�by�thesemethods).�Direct�debits�can�now�be�paid�weekly�and�youcan�choose�any�day�of�the�week�for�the�money�to�leave�youraccount.�So�now,�there�is�no�more�need�to�struggle�throughthe�Christmas�snow�to�pay�your�rent!

General Contact DetailsIncome�Team�666�7100�(answered�24/7)Rent�Accountancy�606�3198�

[email protected]

WPH�Income�TeamPO�Box�198Prenton,�WirralCH26�9DJ

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Other languages

Have a wonderful Christmasbut please make sure thatyou pay your rent!


2010/11 2009/10

£000 £000Social Housing Lettings 43,598 43,574Other Social Housing Activities 433 1,044Non Social Housing Activities 10,464 2,203Turnover on continuing activities 54,495 46,821

Cost of Sales (317) (325)Operating Costs (54,462) (46,152)

(284) 344

Past Service Pension Gain 3,090 -2,806 344

Surplus on sale of properties 629 700Interest receivable, payable and other finance costs

(2,809) (2,312)

Taxation - -Surplus / (Deficit) for the financial period

626 (1,268)

Financial Viability and Governance: Standard 6

Diane, Tenant - BirkenheadHow are tenants able to play a part in the day to day business of WPH?

Paula Wilson, WPHTenant involvement is encouraged through Company Membership and recently all Company Members were invited to attend a lunch where they had the opportunity to meet Board Directors and Senior Managers and were provided with an update on current issues within the organisation. It was really well received so we intend to repeat it.

Patrick McCarthy, WPHBoard Directors meet regularly to look at key priorities for the Company including the Asset Management Strategy, a programme for high rise blocks and governance issues. Following an appraisal process Board Directors regularly attend development events, conferences and training to ensure effective governance arrangements are in place. Overall attendance at Board meetings for the year was 83%.

Margaret, Tenant - Rock FerryWith regard to governance, it is essential that WPH has a Board that is accountable and responsible and able to direct and control company business efficiently. How does WPH ensure this is the case?

What’s on your mind?

As an important stakeholder of Wirral Partnership Homes, we value your feedback on our reports and publications. This Annual Report has been compiled with the help of residents and we would like to ask all our residents their thoughts on the final Annual Report and how we can work with you to make improvements to all our publications. Give us your views by completing and returning this page. All responses will be entered into a prize draw and one lucky resident will win a £25.00 voucher!

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The financial statements were approved by the Board on 5 August 2011 and signed on its behalf by Jed Pearson, Chair, Maggie Sparks, Board Director and Patrick McCarthy, Com-pany Secretary.

83% overall attendance at Board

2010/11

Income and Expenditure 2010/11

Providing homes...building communities22

Moisten to seal

Business Reply PlusLicence NumberRLUC-BTHE-KERZ

Wirral Partnership Homes Ltd6 Europa BoulevardBIRKENHEADWirralCH41 4PE

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WPH Annual Report