Quarterly Performance Report October to December 2010 by wulinqing

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									                                                                               Appendix B




       Quarterly Performance Report
        October to December 2010




  A fresh approach to people, homes and communities
Berneslai Homes Limited is a company controlled by Barnsley Metropolitan Borough Council.
   A company limited by guarantee, registered in England and Wales, number 4548803.
                         th
    Registered Office: 10 floor, Gateway Plaza, off Sackville Street, Barnsley, S70 2DJ.
                                 www.berneslaihomes.co.uk

                                           1
CONTENTS


1. Introduction / Background.............................................................................................. 3
2. Executive Summary ........................................................................................................ 4
3. Key Exceptions Report ................................................................................................... 6
4. Performance Indicator Summary ................................................................................... 7
5. Housing Management ..................................................................................................... 9
         Voids and Lettings ................................................................................................................................... 9
         Rents ..................................................................................................................................................... 22
         Leasehold Management. ....................................................................................................................... 27
         Older Peoples Team.............................................................................................................................. 28
         Housing Management Teams ............................................................................................................... 29
         Community Safety Service - Neighbourhood Safety Unit ..................................................................... 36
6. Housing Stock Maintenance......................................................................................... 40
         Responsive Repairs .............................................................................................................................. 40
         Equipment and Adaptations .................................................................................................................. 41
         Decent Homes Programme 2010/2011................................................................................................. 43
7. Regeneration ................................................................................................................. 47
         Stock Reduction .................................................................................................................................... 47
         Regeneration Schemes Progress ......................................................................................................... 48
8.Customer Focus ............................................................................................................. 53
         Tenant Participation............................................................................................................................... 53
         Access to Service .................................................................................................................................. 57
         Complaints and Compliments................................................................................................................ 63
9. Financial Monitoring ..................................................................................................... 65
         Housing Revenue Account Financial Position....................................................................................... 65
         Housing Investment Programme........................................................................................................... 66
10. Right to Buy Applications (Barnsley MBC activity).................................................. 69




         Appendix – Top 20 Actions in the Delivery Plan




                                                                                       2
1. Introduction / Background
The purpose of this report is to update Members on the performance of Berneslai Homes for
the period of 1st October to 31st December 2010.

The report covers key areas of activity on the whole range of services managed by Berneslai
Homes and incorporates headline Performance Indicators, corporate health indicators,
progress against key actions identified in the HRA Business Plan and Berneslai Homes
Delivery Plan.

The format in which the information has been produced has been agreed between Berneslai
Homes and the Council’s nominated representative. It has been modified to respond to
comments made when Cabinet considered previous quarters’ reports.




                                            3
2. Executive Summary


Voids

Despite the adverse weather conditions in November and December and the letting of low
demand properties we still managed to achieve a performance of less than 28 calendar days
for the overall turnaround of empty properties.

The adverse weather conditions resulted in resources being directed away from working on
void properties to concentrate on remedying bursts (and relocating tenants in some cases) to
tenanted properties.

With regard to low demand properties during this quarter we have let 6 properties which in
total accounted for 2398 calendar days void loss. If these properties are removed from the
calculation our overall performance would be 25.49 calendar days cumulatively.

Adverse Weather

During the recent spell in late November and December of record breaking cold, snowy and
icy weather, a large increase in volumes of repairs was experienced. This was in two main
areas frozen / burst water pipes and frozen pipes from condensing boilers causing them to
fail. The latter has been recognised as a national problem with this type of boiler, regardless
of make. Extreme low temperatures in late December which coincided with the Christmas
and New Year holidays was a particularly difficult time and our contractor partner repair
resources were extremely stretched. During the period 19th December to 31st December we
had 2725 repairs jobs for such issues, this equates to one job for every 14 dwellings of the
stock.

Emergency plans were put in place to increase resources over the Christmas and New Year
holidays and our contractor partners (Construction Services and Kier) worked throughout the
period. A number of employees of both organisations worked very long hours in difficult
physical conditions, in order to restore water or heating services to tenants homes. A small
number of tenants whose homes were very wet from burst pipes had to spend some time
with relatives and a few who had no alternative accommodation stayed in hotels for short
periods. During the worst periods routine jobs were suspended and this will have an adverse
effect on performance indicators. Follow on works from burst pipes particularly drying out and
larger re-plastering jobs will continue into the 4th Quarter. Additional repair costs from the
emergency are still being assessed, but we are optimistic that these can be contained within
existing budget provision.

Our Partner, Barnsley Connects also performed extremely well during this period
experiencing a massive increase in customer contact. Additional resources were put in place
particularly over the Christmas holiday and staff went the extra mile to maintain the service.

We would wish to pass on our thanks to all our partners for their professionalism during that
period.

It should also be noted that Berneslai Homes’ Older Persons’ service delivery to clients was
maintained by the implementation of our emergency plan and volunteer staff worked very
well covering the duties of staff that did not live on site.




                                               4
Payment Methods

In response to the Councils decision to close cash counters, the rents team have been
working in partnership with Council Tax and Barnsley Connects to advise customers on the
alternative payment options, demonstrate how easy it is to pay on-line or by the automated
phone system and to promote our preferred payment method. They have also provided
advice and guidance on access to financial products such as basic bank accounts and
services such as the Credit Union.

Leasehold Valuation Tribunal

In January 2011 we received notification from the leasehold valuation tribunal that the panel
had rejected the applicants appeal. In the main, the outcomes from the tribunal hearing are
positive. It determined the service charges we have raised fall within the meaning of the
Landlord & Tenant Act 1985 and that our method of apportionment is fair. It found the
heating charges to be reasonable and the amount charged for lift repairs and maintenance to
be within reasonable parameters. The panel have however remained silent on the
management fee which potentially could leave an opening for another challenge on this
issue.

Performance

It is pleasing to note that Berneslai Homes’ performance has once again seen Barnsley listed
as of the 'Top Performer' Local Authorities in HQN's analysis of English local authority
housing management performance (2009/10).


Decent Homes

The Decent Homes Programme has successfully achieved its 100% decency target by the
December 2010 deadline. From 2011 a new programme will commence which will ensure
properties are maintained to the Barnsley Homes standard




                                              5
3. Key Exceptions Report

There are no key exceptions to report.




                                         6
         4. Performance Indicator Summary

Headline Performance Indicators                                                                    Actual
 Indicator          Description                         Upper     Target
                                          09/10       Threshold
                                                                              Qtr 1            Qtr 2        Qtr 3   Qtr 4
   Ref.                                                           10/11
                The proportion of
                local authority
  NI 158        dwellings which
                                         2.54%         21.00%     2.00%      Annual
                were non decent
                dwellings at the start
                of the financial year
                The percentage of
                all tenants, or a
                                                                              Status
                representative
                                                                              survey
                sample of council
                                                                             no longer
                tenants stating that
  NI 160                                 87.00%        79.20%     88.00%    undertaken
                they are satisfied
                                                                             following
                with the overall
                                                                                CLG
                service provided by
                                                                             directive
                their landlord when
                surveyed.
   H4           Urgent repairs in                                                     1
                                         99.11%        97.00%     98.00%     97.09%           97.30%       98.10%
(BPSA E5)       time

                Average time for          6.12                                            2
 BPSA E6                                              11 days     10 days   8.77 days         9.64 days 9.62 days
                non-urgent repairs        days
                Percentage of
                responsive repairs
                                                                                                       3
  BV185         for which an             94.68%        97.00%     96.00%     97.03%           91.09%       78.23%
                appointment was
                made and kept
                Rent collected by
                the local authority as
   H6                                             4
                a proportion of rents    98.75%        98.30%     99.00%     97.45%            97.94        98.10
 (BV66a)
                owed on HRA
                dwellings
                Average time to re-
   H8           let local authority       25.13        26.70
                                                                  26 days     24.27           25.37         27.70
 (BV212)        housing (calendar         days         days
                days)
   H11          Council Homes SAP
                                          72.12        72.80        71       Annual
  (BV63)        rating
                Percentage of
                planned to
                responsive repairs
   H21          funded from              37.75%        54.00%     34.00%     37.77%           40.72%       41.54%
                Revenue
                Expenditure
                (Projected Out-turn)




         1
           Performance for this indicator in Q1 has been re-calculated as performance indicator definitions for
         the PRIP contract had not been fully agreed as at Q1.
         2
           As above.
         3
           Performance this quarter is lower than expected. The cause and any actions required by partners is
         being investigated in detail and will result in an action plan as required.
         4
           H6 (BV66a) collection rate includes known delayed payments due to the Good Friday banking
         arrangements. These missed the 2009/10 close down of accounts.
                                                                7
                                              Local Performance Indicators
                                     Yr end    Yr end     Yr end   Target
                                                                               Qtr 1     Qtr 2     Qtr 3     Qtr 4
                                     07/08     08/09      09/10     10/11
               How good is BH
      5
LI1            at keeping you         78%       80%        85%      85%
               informed
               How satisfied are
               you that views                         6
LI2                                   81%      66%         72%      76%
               are taken into
               account
               Number of
               Complaints             240       302        166       N/A        54        55         47
               received

           `


                                              Corporate Health Indicators
                                     Yr end    Yr end  Upper       Target
                                                                               Qtr 1     Qtr 2     Qtr 3     Qtr 4
                                     08/09     09/10 Threshold      10/11
               % of women in                                                                       41.94
BV11(a)                              43.33%   41.94%      48.40%   44.00%     41.94%    41.94%
               top 5% of earners
               % of BME in top
BV11(b)                               Nil       Nil       5.80%     2.50%       Nil       Nil       Nil
               5% of earners
               % of staff
               defining under
BV11(c)        the definition of      3.33     6.45%      5.00%     2.50%      6.45%     6.45%     6.45%
               disability in top
               5% of earners
               % of staff
               defining under
BV16 (a)       the DDA               5.69%     4.85%      3.30%     6.00%      4.5%      4.35%     4.41%
               definition of
               disability
               % of BME staff in
                                 7
BV 17 (a)      total workforce       0.34%     0.50%      7.70%     1.00%      0.58%     0.58%     0.55%

               Number of
               working days
BV12           lost per FTE          14.77      9.49       9.80      9.00      10.84     11.98     12.40
               (Year end
               forecast)




           5
            Local indicators LI1 and LI2 were previously captured through the STATUS survey which is no longer
           undertaken following CLG directives. There is no current system in place to capture this information.
           6
             This question now excludes ‘no opinion’ returns
           7
             The BVPI definitions exclude White other and White Irish categories in the expanded CRE Code of
           Guidance which are used by Berneslai Homes for monitoring, including these categories amends this
           figure to 1.4%




                                                              8
   5. Housing Management

           Voids and Lettings
                       Table A1 – BV212
                                                 Best Value 212
                                                (Calendar Days)
                                Voids
                                              (When empty to Let)
                                                     Global
                        March 08                      25.44
                        June 08                      24.34
                        September 08                 25.65
                        December 08                  25.54
                        March 09                     25.88
                        June 09                      25.54
                        September 09                 24.64
                        December 09                  25.28
                        March 10                     25.13
                        June 10                      24.27
                        Sept 10                      25.37
                        Dec 10                       27.70

This quarter whilst our performance is over target we have still achieved a performance of
less than 28 calendar days for BV212. This is despite the adverse weather conditions in
November and December and the letting of low demand properties.

The adverse weather conditions resulted in resources being directed away from the void
process to concentrate on remedying bursts (and relocating in some cases) to tenanted
properties. This affected the Housing Management and Asset Management Teams and our
Partners in particular thereby affecting our overall BV212 performance and performance
shown at Table A2.

With regard to low demand properties let this quarter, the low demand group continues to
meet with its focus to look at alternative strategies for these properties which are on the
whole bedsits and one bedroom accommodation.

During this quarter we have advertised properties using “Available to Rent” signs which have
had positive results and has resulted in 6 low demand voids being let which in total
accounted for 2398 calendar days void loss. If these properties are removed from the
calculation our overall performance would be 25.49 calendar days cumulatively.

                   Table A2 – BV212 excluding 1 beds and bedsits
                                    Best Value 212 (ex. bedsits and 1 beds)
                                               (Calendar Days)
                        Voids
                                             (When empty to Let)
                                                    Global
                    March 09                         21.27
                    June 09                          21.12

                    September 09                    21.25
                    December 09                     20.29
                    March 10                         20
                    June 10                         19.09
                    Sept 10                         21.30
                    Dec 10                          21.74



                                               9
       Performance against our internal target of 20 Calendar Days for turnaround of properties
       within BVPI 212 excluding bedsits/1 bed properties is just above target as per table A2
       above.

       The adverse weather conditions has affected our performance with regard to BV212
       excluding bedsits and one bedroom properties as detailed previously. We continue to
       working in partnership to minimise the effects on future performance.

       Table A3 - Breakdown of All Voids as at 31.12.10
                1/12/02   Qtr 4    Qtr 4       Qtr 1     Qtr 2    Qtr 3       Qtr 4      Qtr 1      Qtr 2    Qtr 3    Qtr 4
                (ALMO     07/08    08/09       09/10     09/10    09/10       09/10      10/11      10/11    10/11    10/11
                 Est’d)
   Area
                 405         289   275         225        200     197          170       166        126       95
  Profiling
                                               Inc in    Inc in   Inc in      Inc in     Inc in     Inc in   Inc in
  Transit         63         7      9
                                                MW        MW       MW          MW         MW         MW       MW
Major Works      136         69     33           54        43       41          32         62         47       42
   Man’t
                  34         5      19          19        22          19       19         16         16       17
  Reasons
Routine          296          93   102         110         98      93          127       133        122      134
TOTAL            934         463   438         408        363     350          348       377        311      288


       The overall number of properties empty has again reduced this quarter compared to last
       showing an approximate 7% reduction and Area Profiling Voids in particular has decreased
       this quarter and is the lowest this has been. The reason for the decrease is largely due to the
       properties in the Area Profiling category that includes voids that are awaiting demolition.

       The rise in the number of routine voids when compared with QTR 3 2009/10 is due to an
       increase in the number of terminations we have had and due to the extreme weather
       conditions experienced during November/December. This is not seen as a negative as it will
       assist in addressing the rising numbers on our Waiting List.

        Table A4 - % of properties vacant for more than 6 months shown as % of total voids
        (As at 31.12.10).
                                                                                                             % of props
                                                                           % of props        % of total
                                                                                                              empty for
                 Num of props                                              void empty       empty props
                                   Total empty          Total Stock                                            over six
                 empty - over                                               for over 6        by total
                                      props                                                                  months as a
                  6 months                                                   months            stock
                                                                                                             % of stock

     Total
                       157               348              19217             45.11%                1.81%            0.82%
  Qtr 4 09/10

     Total
                       164               377              19190             43.50%                1.96%            0.85%
  Qtr 1 10/11

     Total
                       145               321              19129             45.17%                1.68%            0.76%
  Qtr 2 10/11

     Total
                       120               288              19084             41.67%                1.51%            0.63%
  Qtr 3 10/11




                                                            10
Of the total 120 properties in QTR 3 that have been empty for more than six months 66
properties are awaiting demolition, 10 properties are ongoing Major Works, 20 are with
Regeneration looking at alternative strategies and 24 of these are routine voids (all 24 being
one bedroom/bedsit stock). We continue to look at strategies to address the number of
routine voids via our low demand group.

Within these figures are properties within the Main Street area of Goldthorpe. These were
previously held empty due to being part of the Council’s overall regeneration master plan for
this area. Following the master plan 13 properties are awaiting demolition, and 2 are
‘mothballed’ due to finances being unavailable currently to bring to void standard.




                                              11
Allocations

Table B1- Total number of people on the housing register (as at 1st of month)

Month                   General applications     Transfer applications     Total on housing
                                                                               register
April 10                        7726                      1817                   9543
May 10                          7723                      1745                   9468
June 10                         7751                      1735                   9486
July 10                         7740                      1706                   9446
August 10                       7629                      1709                   9338
September 10                    7464                      1695                   9158
October 10                      7254                      1677                   8931
November 10                     7136                      1653                   8789
December 10                     6964                      1617                   8580

The total number of people on the housing register has decreased during this period. This
decrease is due to an increasing number of applicants not returning the annual review form.
Usually see one third of applications cancelled at applicants’ request or due to none return of
review forms.

In addition we have received an average of 86 new applications per week during this quarter.
This is significantly lower than the average of 117 new applications per week we received
during the first two quarters of this year.



Table B2 (a) - Total number of people on the housing register by priority Band (excluding
transfers)

                      Band 1        Band 2          Band 3         Band 4          Band 5
April 10           115            318             496            6554            241
May 10             101            295             481            6603            241
June 10            98             276             467            6670            236
July 10            103            281             444            6660            249
August 10          88             258             432            6603            245
September 10       82             243             424            6474            238
October 10         79             249             448            6245            231
November 10        73             223             443            6164            231
December 10        66             212             429            6035            221

Band 1- This band is for people in emergency need who need immediate rehousing and who are
unable to resolve their own housing need
Band 2- This band will be for applicants whose housing need is very urgent and who are unable to
resolve their own housing circumstances.
Band 3- This band will be for applicants whose housing need is urgent and who are unable to resolve
their own housing circumstances.
Band 4 - This band is the largest band and is for all applicants who have low level, minor needs or no
need to move. It is managed in date order of the application date.
Band 5 - This band is for qualifying applicants who have no local connection with Barnsley and who
have minor or no housing needs.




                                                  12
Table B2 (b) - Total number of transfers on housing register by priority band

                 Band 1         Band 2         Band 3          Band 4
April 10         91             182            264             1280
May 10           72             168            261             1244
June 10          62             162            261             1250
July 10          68             172            246             1220
August 10        58             164            251             1236
September 10     65             167            252             1211
October 10       61             186            368             1062
November 10      54             183            371             1045
December 10      53             176            365             1023




Table B3 (a) - Total number of families with children (under 18 years) on housing register
(excluding transfers)

                 Band 1        Band 2        Band 3         Band 4        Band 5
April 10         17            79            92             2567          96
May 10           16            85            97             2715          102
June 10          19            86            101            2871          108
July 10          8             56            75             2354          84
August 10        9             64            78             2484          94
September 10     11            68            85             2609          98
October 10       5             39            79             2325          93
November 10      7             43            83             2472          103
December 10      10            48            90             2622          109



Table B3 (b) - Total number of transfer families with children (under 18 years) on housing
register.

                  Band 1         Band 2         Band 3         Band 4
April 10          14             34             47             365
May 10            15             36             55             392
June 10           17             38             57             424
July 10           9              39             43             359
August 10         9              46             47             391
September 10      14             63             51             419
October 10        9              44             42             372
November 10       10             46             48             394
December 10       11             47             50             423




                                             13
Table B4 (a) - Total number of older people (aged 60+) on housing register (excluding
transfers)

                 Band 1        Band 2           Band 3          Band 4      Band 5
April 10         54            146              266             1386        28
May 10           52            137              269             1394        28
June 10          49            140              266             1388        29
July 10          45            137              242             1427        32
August 10        39            135              242             1420        31
September 10     36            132              237             1398        29
October 10       38            127              241             1364        27
November 10      40            117              239             1341        28
December 10      37            114              232             1312        25


Table B4 (b) - Total number of older people (aged 60+) on transfer housing register

                 Band 1          Band 2          Band 3           Band 4
April 10         43              50              122              409
May 10           32              38              120              396
June 10          30              36              121              395
July 10          45              41              112              388
August 10        39              33              115              390
September 10     36              34              116              386
October 10       35              81              176              304
November 10      33              82              178              295
December 10      33              78              178              285


Table B5- Analysis of lettings by band.

                     Band1   %          Band2    %        Band3     %       Band4    %        Total
April 10             17      15.89      30       28.04    26        24.3    34       31.78    107
May 10               24      19.51      36       29.27    27        21.95   36       29.27    123
June 10              26      20.97      39       31.45    18        14.52   41       33.06    124
July 10              14      14.89      32       34.04    23        24.47   25       26.6     94
August 10            25      19.23      28       21.54    25        19.23   52       40.00    130
September 10         17      14.78      26       22.61    31        26.96   40       34.78    115*
October 10           21      19.09      36       32.73    20        18.18   33       30.00    110
November 10          13      9.49       37       27.01    29        21.17   57       41.61    137*
December 10          11      15.94      17       24.64    16        23.19   25       36.238   69
Totals               168     16.57      281      27.74    215       21.56   343      33.93    1009
N.B. Previous months lettings figures may be adjusted later due to data being returned and
input after the end of the period.

*These figures include1 letting to a Band 5 applicant in both September and November 2010




                                                14
Table B6 - % of offers accepted on first full offer: (Target 80%)

Month                            % of offers accepted on first full
                                 offer
April 10                         79.8
May 10                           77.2
June 10                          74.5
July 10                          78.1
August 10                        77.1
September 10                     80.2
October 10                       82.8
November 10                      66.1
December 10                      73.3
Average 2010/11                  76.76

The % of properties accepted at first full offer slipped slightly during November 2010. There
is no particular trend or reason for this dip. However, a high proportion of those refused were
smaller one bedroom accommodation which is less popular amongst housing register
applicants.

The percentage of offers accepted at first full offer continues to remain very high and remains
the highest percentage of all the members of the Northern CBL Group who provide
performance figures.


For the full year 2009/10 comparable figures from members of the Northern CBL group were:

   •    Berneslai Homes – 80%
   •    St Leger Homes (Doncaster)- 69%
   •    Gateshead Housing Company – 58%
   •    Hull City Council – 61%
   •    Northumberland Homefinder – 58%
   •    Salford City Council – 52%


Table B7 - No. of Housing applications assessed within 20 working days and number of
applications awaiting full assessment at quarter end (Target 85%).

                                  No. of housing applications
                                                                    No of housing applications
                                 assessed within quarter and
        Quarter Ending:                                             awaiting full assessment at
                                 % assessed within 20 working
                                                                           end of quarter
                                             days
June 2010                                1380 (75%)                            283
September 2010.                         1484 (90.97%)                          204
December 2010                           1194 (97.98%)                           99

Performance remains strong in this area of work. The number of applications awaiting
assessment equates to one weeks worth of new applications.




                                               15
Table B8- % of housing applications reviewed as a % of reviews due.

Band 1, 2 and 3 reviews:

Month                                       % of reviews undertaken
April 10                                    100
May 10                                      100
June 10                                     100
July 10                                     100
August 10                                   100
September 10                                100
October 10                                  100
November 10                                 100
December 10                                 100

In accordance with the lettings policy, applications with a priority (Bands 1, 2 & 3) are
reviewed on a 3, 6 or 12 month basis to ensure that the applicant is actively looking for
accommodation, has made applications for vacancies etc. Where applicants are not actively
applying for vacancies and there have been suitable vacancies available or refuse
reasonable offers of accommodation we review the priority of the applicant. Applicants do
have a right of appeal where priority is reduced. Band 1, 2, & 3 reviews are undertaken on a
weekly basis.
These regular reviews of priority applications does also give us the opportunity to ensure
customers are aware of how to apply for vacancies and are familiar with the CBL process.


Annual reviews.

All housing applications are reviewed on an annual basis (on the anniversary of the
application being received). The review is seen as good practice, is utilised by all members
of the Northern CBL Group and ensures that all applications are current and that changes of
circumstances are logged and appropriate priority awarded.

Annual reviews have been undertaken each month during the period of this report

Approximately one third of applications reviewed fail to return the review documentation or
indicate that they no longer wish to remain on the housing register, resulting in removal from
the housing register. This ensures that the register remains an effective and reliable measure
of the demand for council housing in the borough.




                                             16
Table B9
   2010/2011 Summary of Housing Association Nominations.(30.6.10 to 30.9.10)




                                                                   Nominations as % of
            Housing Association




                                             NoNo. Of properties




                                                                                                            Allocations as % of

                                                                                                                                  No; with homeless
                                             properties av for
                                             available for let;




                                                                                         No; allocated to
                                                                   cum Lettings
                                             nominations




                                                                                                            cum lettings




                                                                                                                                                                           Comments
                                             requested




                                                                                                                                  priority
                                                                                         BMBC
                                  New
Chevin                            build          36        36      100%                    36               100%                    0
                                  Lettings       13        10      78%                     9                69%                     0

                                  New
Equity                            build          0         0       0                       0                0                       0
                                  Lettings       0         0       0                       0                0                       0

                                  New
Hanover                           build          0         0       0                       0                0                       0
                                  Lettings       0         0       0                       0                0                       0

Northern                          New
Counties                          build          0         0       0                       0                0                       0                 3 failed sheltered
                                  Lettings       7         4       57%                     1                14%                     0                 schemes

                                  New
Sth Yorkshire                     build          0         0       0                       0                0                       0
                                  Lettings       4         4       100%                    4                100%                    0

                                  New                                                                                                                 5 failed -sheltered
Yorkshire                         build          0         0       0                       0                0                       0                 schemes at
                                                                                                                                                      Chestnut Court
                                  Lettings       21        12      57%                     7                34%                     0                 Barnsley

Leeds &                           New
Yorks                             Build          0         0       0                       0                0                       0
                                  Lettings       0         0       0                       0                0                       0

                                  New
Sanctuary                         Build          0         0       0                       0                0                       0
                                  Lettings       0         0       0                       0                0                       0

                                  Total
                                  N/build        36        36      100%                    36               100%                    0
                                  Total
                                  Lettings       45        30      67%                     21               47%                     0
                                  Grand
                                  Total          81        66      81%                     57               74%                     0




                                                                                            17
Cumulative Nominations for 2010/11
                                                                                                                                                                                                                      st
Summary of cumulative Housing Association Nominations.(April 2010 to March 2011) includes 1
     nd
and 2 quarter to date.




                                                                                               Nominations as % of
             Housing Association




                                                                                                                                             Allocations as % of
                                              available for letting
                                                                      No; of nominations




                                                                                                                                                                   No; with homeless
                                                                                                                      No; allocated to
                                              No; properties




                                                                                               cum Lettings




                                                                                                                                             cum lettings




                                                                                                                                                                                                           Comments
                                                                      requested




                                                                                                                                                                   priority
                                                                                                                      BMBC
                                   New
 Chevin                            build        67                      66                 98.50%                        66              98.50%                         0
                                   Lettings     18                      13                 72%                          12               66%

                                   New
 Equity                            build        0                       0                  0                            0                0                           0
                                   Lettings     6                       3                  50%                          3                50%                         0

                                   New
 Hanover                           build        0                       0                  0                            0                0                           0                 Went to own
                                   Lettings     1                       0                  0                            0                0                           0                 waiting list

 Northern                          New                                                                                                                                                  Failed noms are
 Counties                          build        0                       0                  0                            0                0                           0                 for sheltered
                                   Lettings     10                      5                  50%                          2                20%                         0                 schemes

 South                             New
 Yorkshire                         build        0                       0                  0                            0                0                           0
                                   Lettings     6                       6                  100%                         6                100%

 Yorkshire                         New                                                                                                                                                  5 failed noms at
                                   build          46                    46                 100%                         46               100%                        0                 Sheltered
                                                                                                                                                                                       schemes
                                   Lettings     40                      22                 55%                          17               43%                                           Chestnut Court

                                   New
 Sanctuary                         build        0                       0                  0                            0                0                           0
                                   Lettings     0                       0                  0                            0                0                           0

 Leeds and
 Yorkshire                          New
                                   build        0                       0                  0                            0                0                           0
                                   Lettings     0                       0                  0                            0                0                           0

                                   Total
                                   New
                                   build        113                     112                99%                          112              99%                         0
                                    Total
                                   Lettings       81                    49                 60.50%                       40               50%                         0
                                   Grand
                                   Total          194                   161                83%                          152              78%                         0

The performance of all associations, where info received remains good and in accordance with the
nomination agreement.




                                                                                                                     18
Table B10 (a)

Tenancy Sustainability-Average Length of Tenancies
Terminated

Period                      Average years No of
                            as a tenant    tenancies
                                           terminated
2007 – 2008 Quarter One                  8            373
2007 – 2008 Quarter Two                  8            354
2007 – 2008 Quarter Three                9            314
2007 – 2008 Quarter Four                 8            300
Average For Year                      8.25           1341
2008 – 2009 Quarter One                  8            320
2008 – 2009 Quarter Two                  8            369
2008 – 2009 Quarter Three                8            308
2008 – 2009 Quarter Four                 9            364
Average For Year                      8.25           1361
2009- 2010 Quarter One                   9            383
2009-2010 Quarter Two                    8            340
2009-2010 Quarter three                  9            310
2009-2010 Quarter four                   9            341
Average For Year                      8.75           1374
2010-2011 Quarter one                    9            377
2010-2011 Quarter two                    8            350
2010-2011 Quarter three                  9            331
Average for year                      9.00           1058
 Overall Average                         8           5134
N.B This total excludes terminations through Right to Buy and successions etc

The average length of tenancies terminated increased yet again this quarter to the highest
level since Berneslai Homes began reporting. This increase reinforces the approach that we
have adopted through our Vulnerability Strategy “Something Doesn’t Look Right” and a
preventative approach in ensuring that tenants can maintain and sustain their tenancy.

Table B10 (b)
Breakdown of average length of tenancies terminated per quarter
Quarter Length of tenancy terminated (Number and % of tenancies terminated)
ending
         0 – 6 months      6 – 12 months    1 – 2 years        2+ years
Dec 07    13 (3.58%)         26 (7.16%)     37 (10.19%)       287 (79.6%)
Dec 08     14 (4.2%)         17 (5.11%)     37 (11.11%)      265 (79.58%)
Dec 09     11 (3.6%)          12 (3.8%)      32 (10.1%)       260 (82.5%)
Dec 10     18 (5.4%)         15 (4.53%)      36 (10.8%)       262 (80.1%)




                                             19
Table B10 (c)

Breakdown of average length of tenancies terminated per quarter for tenants from a BME
background

Quarter          Length of tenancy terminated (Number and % of tenancies
ending                                 terminated)
            0 – 6 months      6 – 12 months      1 – 2 years      2+ years
Jun 08     1 (4.2%)          0 (0%)           0 (0%)          2 (6.3%)
Sept 08    2 (6.3%)          2 (6.3%)         2 (6.3%)        6 (19.3%)
Dec 08     2 (6.3%)          1 (4.2%)         5 (16.1%)       1 (4.2%)
Mar 09     0 (0%)            1 (4.2%)         2 (6.3%)        4 (12.9%)
Jun 09     0 (0%)            1 (5.8%)         3 (6.6%)        5 (1.5%)
Sept 09    1 (0.28%)         0(0%)            0 (0%)          11 (3.0%)
Dec 09     0 (0%)            1 (0.3%)         1 (0.3%)        4 (1.2%)
Mar 10     0 (0%)            0 (0%)           0 (0%)          3 (0.86%)
Jun 10     1 (0.27%)         0 (0%)           1 (0.27%)       2 (0.54%)
Sept 10    1 (0.29%)         0 (0%)           0 (0%)          3 (0.89%)
Dec 10     0 (0%)            0 (0%)           1 (0.3%)        2 (0.6%)

Given the low numbers of tenancies terminated by tenants with a BME background it is not
possible at this stage to identify any trends. We are, however, now monitoring this aspect of
tenancy terminations and will continue to report quarterly.

Fraud initiative.

In 2009 the government invited applications from local authorities to take part in an initiative
to identify and reduce the incidences of housing related fraud, which can include unlawful
subletting, obtaining a council tenancy by giving false information, obtaining succession by
giving false information etc. Experts have suggested that the number of social homes
unlawfully sublet by tenants could range from one in 100 to as many as one in 20 in some
inner city areas.

 Although we do not believe that housing related fraud (excluding housing benefit fraud) is a
big issue in Barnsley, we did make a bid, through the council, for funding through central
government. In November 2009, the council were successful in being awarded a grant of
£30,000 to raise the profile of housing related fraud and to take legal action where this is
happening.

From the government grant Berneslai Homes have raised the profile of housing related fraud
through the following means:

   •    Telephone hotline
   •    Local press advertising- Periodic advertisements in Barnsley Chronicle newspaper.
   •    Advertising in Berneslai Homes Tenants newsletter (Open House)
   •    Online fraud referrals introduced
   •    Tenancy Audit visits by Housing Management Staff
   •    Joint working/ sharing info with Benefit/Fraud staff within Council
   •    Press releases/ radio interviews highlighting successes
   •    Enhanced pre tenancy checks against housing benefit/ council tax records
   •    Staff training on housing related fraud, detection methods, court procedures etc.
   •    Article on fraud included in Homeseeker Newsletter sent to all housing register
        applicants
Since the launch of these initiatives in December 2009 we have had no instances of unlawful
subletting found. This has reinforced our initial views that unlawful subletting is not a major
problem in Barnsley.


                                               20
Since its launch, Yorkshire Housing, Chevin and Guinness Northern Counties have agreed to
raise the profile of potential housing fraud with their tenants.


Fraud activity over the period of this report is as follows:

No. of fraud referrals received – 18 (3 relating to allegations of subletting. 15 relating to
allegations that tenant not living there/abandoned tenancy)

No. of potential fraud cases investigated – 18

No. of cases closed ‘No further action’ – 13- (insufficient evidence to pursue/ no fraud
activity)

No. of cases referred to court for possession – 0

No. of possessions gained for fraud – 2 (both voluntarily gave up tenancy when challenged)

No. of cases ongoing - 3



Review of the lettings policy.

The review of the lettings policy was concluded when the recommended changes were
implemented, as agreed, on 1st January 2011.

The implementation involved staff:
   • Updating Northgate to be able to advertise and shortlist using the new criteria of 10%
      of allocations to be made based on length of time on the housing register
   • Contacting all applicants on the register to advise on the changes in the lettings
      policy. We prepared and distributed a copy of the Homeseeker newsletter to all
      housing register applicants. To save postage costs, the Homeseeker newsletter was
      distributed with Open House/ Rent statements for council tenants on the housing
      register.
   • Updating Northgate and Contacting all transfer and housing association applicants
      affected by the under-occupation changes within the revised policy.
   • Updating Northgate and contacting all HM Forces applicants affected by the changes
      in the lettings policy
   • Updating Northgate and contacting all Barnsley Care Leaver applicants affected by
      the changes in the lettings policy
   • Preparing and submitting a revision to service to Barnsley Connects.
   • Posting the new policy document on Berneslai Homes’ website and posting the policy
      and code of guidance on BH Intranet site.
   • Advising support agencies of the revised lettings policy.
   • Preparing a press release. The local press (Barnsley Chronicle/ South Yorkshire
      Times) ran articles on the revised lettings policy.
   • Training sessions for Berneslai Homes, staff




                                                 21
              Rents
Rent Collection

BV66a - Rent collected by the local authority as a proportion of rents owed on HRA
dwellings

Table 1 a
                                                      Target
 09/10            Upper Threshold                                          Qtr 1                Qtr 2             Qtr 3               Qtr 4
                                                      10/11
98.75%**                  98.73%                          99%             97.45%              97.94%              98.10%

In comparison with quarter 3 2009/10 our collection rate is slightly lower.
Table 1b
                   Qtr 1                   Qtr 2                  Qtr 3                    Qtr 4               Upper quartile
 07/08
                  97.76%               97.28%                     98.15%               98.95%                 98.20%
 08/09
                  94.33%               97.05%                     97.12%               98.89%                 98.60%
 09/10
                  97.47%               97.67%                     98.82%               98.75%                 98.60%
 10/11
                  97.45%               97.94%                     98.10%




Rent Arrears (current tenants)

Chart C1

                                                        BV66B 2010-2011
                                                               %
                                           of tenants owing more than 7 weeks arrears


   2.50%
   2.30%
   2.10%
   1.90%
   1.70%
   1.50%
   1.30%
   1.10%
   0.90%
   0.70%
   0.50%
   0.30%
   0.10%
  -0.10%
       k2

              k4

                     k6

                            k8


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                                             2

                                                      4

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                                  k1

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                                                                          22
  Against a target of 3% our current performance is 1.63% (279 cases) which compares
 favourably with our position at Quarter 3 2009/10 (2.09%) and against other ALMO’s in the
 Rent Income Excellence Network benchmarking group (see table 7).


 Table 2 Trend in Current rent arrears.

                                09/10
                                             09/10     Target
                      08/09     upper                            Qtr 1     Qtr 2         Qtr 3       Qtr 4
                                            output     10/11
                               quartile

 Rent arrears as
 a % of debit        0.93%      1.61%       1.01%      1.5%      1.03%     0.95%     0.83%


 At the end of quarter 3 a number of annual trends become evident which need to be taken
 into account. The 2 free rent weeks over Christmas have a positive influence on rent arrears
 shown as a percentage of the debit but it’s also the stage when monthly direct debit accounts
 balance which means we are able to report a reduction in cases and in the value of arrears.


 Table 3

                                   08/09       09/10     Qtr 1    Qtr 2      Qtr 3          Qtr 4

Number of tenancies with           5579        5096      5613     5602       5114
arrears

Total arrears value (amount)     £484,136 £400,673 £564,269 £519,747 £452,663


 To date we have secured a lower number of possession orders during April to December
 than in the same period for 2009/10 and while there have been 49 more evictions set, we
 have carried out the same number of evictions. One noticeable trend is that the courts are
 suspending more warrant applications. 49% of applications have been suspended compared
 with 36% for the corresponding period in 2009/10.

 Table 4

 Arrears Management            9/10           Oct        Nov        Dec        10/11
                               Cum                                             Cum
 Number of notices
                               1100           87          87         86            819
 served
 Possession orders
                                271           27          26         12            148
 granted
 Evictions set                  182           17          17         9             181
 Evictions carried out          29             2           2         0             20


 Table 5

                                      09/10            Qtr 1       Qtr 2      Qtr 3          Qtr 4

 Housing Benefit processed within
 14 days                                   92.86%      92.45%     95.79%     94.94%
 % of cases where target met

 N.B. Housing Benefit statistics are provided by Barnsley MBC.


                                                23
RIEN Benchmarking: Quarter 2 Rental Performance

The analysis for 2010 /11 Quarter 2 is based upon data supplied by 114 members of the
Rent Income Excellence Network..


Table 6
BV 66a
Rent collected as a      2007/08 2008/09 2009/10 2010/11
% of projected                                     Q1                 Q2
debit

ALMO average             97.70%      97.98%   97.77%     96.85%      97.60%

Berneslai Homes          98.95%      98.89%   98.75%     97.45%      97.94%



While we had some concern over our collection rate at Q1, the benchmaking analysis from
RIEN showed we were above the average for both the ALMO’s and Local Authorities in the
group and our performance at Q2 remained above the average.

Our Q2 performance for current tenant rent arrears was 1.59% compared against the ALMO
average of 4.45% and our BV66b performance as shown at table 7 compares favourably. .

Table 7

BV 66b
% of tenants with
debts exceeding 7                                2010/11
                           2008/09    2009/10                   Q2
wks rent                                           Q1

ALMO average              5.41%       5.18%      4.44%      4.45%

Berneslai Homes           2.48%       2.02%      1.73%      1.59%




Former Tenants’ Arrears

Table 8

                                  2008/09     2009/10      Q1        Q2       Q3     Q4

          Total cases F.T.A          1209                1065        1063     1063
                                                1087
   Total F.T.Arrears (value)      £797,333 £713,359 £713,950 £711,228 £715,210


    Total amount of Former
                                  £206,255 £192,980 £37,207 £43,782 £37,869
    Tenant Debt Recovered

          Value of write-offs     £94,342 £237,038 £25,007 £30,652 £16,528




                                                 24
FTAs are currently 1.30% of the projected debit.
The net annual increase in FTAs is £106,731 which is below the target that it should not be
greater than £150,000.


RIEN Benchmarking – Quarter 2 Former Tenants Arrears Performance

Table 9
                           ALMO Average       Berneslai Homes      Housemark
                              Q2                   Q2              Q2 upper
                                                                   quartile

FTA’s as a % of rent            2.54%               1.29%                1.29%
debit

FTA write off as a % of         11.27%              7.82%                 N/A
FTA’s

Collection as a % of             10.5               11.38%                N/A
FTA’s

At quarter 2 the level of our FTA’s as a percentage of the annual debit was lower than the
average for ALMO’s and equal to the upper quartile mark reported by Housemark.

We also reported a higher than the average collection rate for the ALMOs although, as
previously reported, the actual value of our FTA collection has reduced during 2010/11.


Payment Methods

Since November 2010, in preparation for the removal of cash facilities at the Athersley,
Hoyland, Wombwell and Penistone local offices on the 31.03.2011 the rents team in
partnership with staff from council tax and Barnsley Connects have been providing an
advisory service in the offices on the alternative payment options. Customers are provided
with details on direct debits, how they can continue to make cash payments at a post office
or paypoint outlet using an Allpay swipe card and given demonstrations on how easy it is to
make a payment on-line or by the automated telephone system. In recognition that some
people do not have a bank account we are providing guidance on basic bank accounts and
promoting the benefits of having a credit union account.

This exercise has provided clear evidence that customers in these areas want to continue
making cash/ cheque payments in their own locality. Of those who have made alternative
arrangements approximately 98% want to take up the Allpay swipe card payment method.

The current position, where a payment is due is:

   •   34% of accounts are paid by direct debit.
   •   12% of accounts are paid using a swipe card.
   •   46.5% of accounts are paid at a cash office either with cash, cheque or using a debit
       card.

This represents little variation from previous months. We did not expect the impact of the
promotional work to show in December because of the 2 free rent weeks but the figures will
now be closely monitored as will arrears levels in the specific housing management areas.
Many customers however have given an indication they will change their payment method for
the new financial year in April.




                                             25
Financial Inclusion

Table 10 shows the number of cases the Money Advice Worker has assisted.

         Number       No; requiring   Amount of     No; clients            Benefit
         of cases.    debt advice     debt          receiving benefit      gain
                                      handled       advice
Q1           30            22         £43,259                19            £8,197
Q2           25            23         £34,702                16            £13,226
Q3           28            28         £19,630                5             £11,875
TOTAL        83            73         £97,591                40            £33,298


 In general the amount of debt owed by most of the clients referred is low in comparison to
the average debt of clients advised by Barnsley CAB. Since most of the referrals are
introductory tenants who have always had a low income it means they have never been able
to obtain a large amount of credit.




                                            26
           Leasehold Management.

The determination of the Leasehold Valuation Tribunal has been received. With regard to:-

    • The accuracy of the repair system and charges
The panel concluded the service charges raised fell within the meaning of the Landlord &
Tenant Act 1985 and the method of apportionment used was fair. It accepted human error
can occur in the interpretation of a repair request and it acknowledged accountability had
been maintained by virtue of the fact the accounts are available for inspection and can be
checked.
The Tribunal recommended we need to have a more robust system of identifying and
allocating repair costs and checking satisfactory completion of works. This has been
addressed with the creation of admin blocks within the SAP system for leasehold blocks.

    • Heating charges are not based on actual energy consumption for the blocks.
The Tribunal decided it was not within their jurisdiction to consider relative efficiencies and
therefore the costs of different heating systems. They considered the applicants’ actual
annual heating costs and found them to be reasonable.

   •   Excessive lift repairs during 2009/10 due to damage caused by users of mobility
       scooters.
The Tribunal stated the Equality Act 2010 placed obligations on the landlord which the
applicants needed to recognise. The repair and maintenance costs were deemed within
acceptable parameters.

    • The introduction of a management fee
Although this was included in the applicants’ submission, the tribunal panel has remained
silent on it. This has resulted in the applicants appealing against the determination. We are
now waiting confirmation of the panels’ decision on whether it will allow this appeal which
actually relates to how the panel has reviewed their application .


The management of the leasehold service has increasingly become more complex and it
became evident the Northgate income management module we have used for managing the
service charge accounts failed to meet service requirements. We have therefore purchased
the Northgate leasehold accounting system module with an expected implementation date
April 2011.
The expected benefits will be:
    • improved customer service at the first point of contact with staff able to provide
        information on account balances without the need to refer queries to the leasehold
        team.
    • we will be able to introduce periodic statement of service charge accounts.
    • manual adjustments on accounts will be reduced.
    • we will have the facility for an effective arrears escalation process.
    • we will have the tools to monitor, measure performance and produce system
        generated performance reports.




                                               27
       Older Peoples Team

Adverse Weather Arrangements

Despite atrocious weather conditions towards the end of November, beginning of December
2010 service delivery was maintained to our clients, by implementing our emergency plan.
The heavy snowfall meant that some staff who do not live on site had difficulty in getting to
their place of work. The alternative arrangements of volunteer staff worked very well in the
circumstances.

Mobility Scooter Policy

Residents in our fully sheltered schemes were advised of the introduction of the Mobility
Scooter Policy, which comes into effect from 1st January 2011. The Policy has been
introduced to clarify policy, procedures and guidelines for the storage and charging of
Mobility Scooters in communal areas. We have a duty to comply with the Fire Reform (Fire
Safety) Order 2005 which covers general fire safety in and around premises. Residents
should not be storing and charging mobility vehicles in communal areas, such as corridors.
Where scooter stores are provided a small weekly charge has been introduced as a
contribution towards the running costs of the store. The implementation of the policy will be
monitored over the coming months to ensure its effectiveness.

Social Activities and Events

We held a number of events around the borough for UK National Older Peoples Day on the
1st October 2010. Residents at Glebe Court, Tankersley and pupils from Tankersley St
Peters Primary School got together for an afternoon of activities including creative crafts and
a cooking session. Pupils filmed interviews with residents to find out what it is like to live in a
sheltered scheme. The event was supported by Health Awareness and Art Development
Officers from Forge Community Partnership. Other events included a Zumba demonstration
at Saville Court and Healthy Living events at Maltas Court, King Street, Elm Court and
Churchfields. Residents at Priestley Avenue enjoyed a games morning including indoor
bowling, and Wii fit. An Older Peoples Road show event took place at Rosetree, Cudworth
including free blood pressure checks and healthy living advice – giving away vegetable stew
packs.

Wardens Training

Gentle Exercise
A further 5 wardens have commenced gentle exercise training provided free of charge by ‘Fit
as a fiddle’ and Age Uk. Gentle exercise remains a popular activity for Sheltered Housing
Residents, and some time has been set aside for a member of staff to visit Sheltered
Housing Schemes to provide taster sessions to residents.

Fire Safety in Sheltered Schemes

Training on fire safety in the home was provided to wardens by South Yorkshire Fire and
Rescue Service, Vulnerable Persons Advocate at the September staff meeting. As a result of
the training, the fire service are working in partnership with us to provide fire safety advice to
residents in Sheltered Schemes. SYFR have already completed visits to several of our
schemes, including Heather Court, Bolton on Dearne, Sandhill Court, Great Houghton,
Churchfields, Barnsley, Priestley Avenue, Kexborough and Hudsons Haven, Wombwell.


  Number of Sheltered Schemes                        Number of Managers scheme inspections
                                                     completed quarter 3
  22                                                 21


                                                28
Housing Management Teams

We completed the third and final of the ‘100 Worst Garden’ exercises planned for 2010/11
this quarter. The exercise proved yet again to be a great success with either a resolution or
improvement in 66 gardens after 4 weeks compared with 93 resolved or improved during the
last exercise carried out in the second quarter. Within the 93 that had been resolved last
quarter, 20 of these were resolved through Neighbourhood Services completing the work and
recharging the tenant. Of the outstanding 34 gardens this quarter, 12 were either ongoing or
identified for support, 13 were being addressed through legal remedies and 9 were
private/sold properties which are being progressed accordingly to get a satisfactory
resolution. Our continued approach of early intervention along with the offer of support and
or enforcement as appropriate continues to be successful and is shown in the results of
these exercises.
Part of the reason for the increase in the number which haven’t been completely resolved or
improved is that no orders are now being placed with Neighbourhood Services for the work
to be carried out and recharged to the tenant. This is following the launch of the gardening
scheme which was launched in August for tenants and residents in Barnsley as an
alternative for residents to access this service should they be unable to manage their garden
themselves. Whilst Neighbourhood Services had attended to some of the gardens previously
and the cost of the work recharged to the tenant on occassions all associated costs may not
have been recovered.
The Housing Management Team attended the launch of the Refugee Women's Charter in
November which we are now signed up to. The event focussed largely on women refugees
that have had mixed experiences of going through the UKBA (UK Border Agency) process.
The Charter is ultimately about treating individuals with dignity and respect and being
sensitive to the individuals' needs, which all organisations should already be doing. Our
guidance for staff when requesting an interpreter has also now been amended to reflect that
customers may want an interpreter of a specific gender.

The Step Ahead project began in September 2010 and its aim is to get the long term
unemployed claiming Job Seekers Allowance and Employment & Support Allowance back
into work and training in the Athersley and New Lodge areas of the Borough.
Working in partnership with our Housing Management Officers the Step Ahead Advisors
have been taking referrals where all new tenants are being offered the service at the first
introductory tenancy or secure tenancy visit, existing residents who are claiming benefits are
also being introduced to the Step Ahead Advisors.
Housing Management Officers refer the tenant to the Step Ahead Advisor who then make a
suitable appointment, this can be in their own home, the local Connects Office or local
community centres, if required the Housing Management Officer may also be at the original
introduction.
The Step Ahead Advisor then assesses the needs of the individual and sets up a personal
plan with the view of getting each individual back into work and overcoming the barriers
preventing them returning to work.
Regular meetings are held between the Step Ahead Advisors and the Housing Management
Officers and more recently the Step Ahead Advisors have attended estate walkabouts, three
yearly and introductory visits and the Housing Management Team will be attending the Step
Ahead Opportunity Fair in Athersley.
This joint working partnership has already offered residents claiming benefits(as detailed in
Table D3.2.1 below) a route back to employment and training and is becoming an integral
part of the support services being offered by the Housing Management Team. Feedback
from the outset from both residents and professionals have been very positive.




                                              29
Update on Performance
Low Level Enforcement Action
Table D1

Low level Management Interventions (Includes Crime, Drugs, Nuisance,
                         Q1                Q2                Q3              Q4




Number of active               933                 1246             892
cases during the
quarter
Total bought                                        416             526           160
forward from
previous period
Total number of                933                  830             366
new cases

Number closed                  517                  720             732
during the quarter*

% closed                       55%                  58%            82%



Cases carried                  416                  526             160
forward


This quarter there has been a significant decrease in the number of new cases raised which
continues to support our preventative and proactive approach in tackling tenancy and estate
management issues at an early stage.

In addition to the above there has been significant decreases in the following which accounts
for 295 of the decrease in new referrals in these categories alone:-
    • Gardens – Reduced to 224 from 396 last quarter a decrease 172 and accounts for
        37% of the overall reduction in the number of new referrals which due to the
        autumn/winter period would expect to see a reduction in this type of work.
    • Sold Gardens – In line with the above the number of Sold Gardens has also reduced
        from 32 to 10.
    • ASB – Harassment/Nuisance and Annoyance – This reduced from the last period
        showing 212 to the figure this quarter of 146 a decrease of 66 and supports the
        earlier comments that our Vulnerability Strategy and preventative approach is having
        a positive effect.
    • Drug Dealing and Drug Use – In the last quarter a number of referrals related to
        Drugs and this has again significantly reduced from 40 to 22.
    • Abandoned Properties – With the ongoing Fraud Initiative a number of referrals have
        related to this although has reduced this quarter to 33 from last quarters 50.




                                             30
*Total active cases are number of new cases plus number of brought forward cases.
NB
Previous quarter figures have changed slightly as shown in table D1 and this is due to
the different dates with data input.

Table D1.1
Low Level Enforcement Action – Breakdown of types (Qtr 3)
Category            Description                           Number
                                                          of cases
CRIME               ASB CRIMINAL ACT IN THE LOCALITY            82

DRUGS                ASB DRUG DEALING (REG 5A)                    6

DRUGS                ASB DRUG USE (REG 5A)                       16

DRUGS                ASB NEEDLES                                  0

Enforcement          ANIMAL NUISANCE                             20
Intervention
Enforcement          ASB ABANDONED VEHICLES                       0
Intervention
Enforcement          ASB AGEIST HARASSMENT (REG 5F)               0
Intervention
Enforcement          ASB DISABILITY HARASSMENT (REG 5F)           0
Intervention
Enforcement          ASB                                        146
Intervention         HARRASS/NUISANCE/ANNOYANCE(REG
Enforcement          5D) HOMOPHOBIC HARASSMENT
                     ASB                                          1
Intervention         (REG5F)
Enforcement          ASB RACIAL HARASSMENT (REG 5F&G)             7
Intervention
Enforcement          GARDENS BREACH OF REGS                     224
Intervention
ENVIRONMENTAL        ASB GRAFFITI                                 4

ENVIRONMENTAL        ASB HOUSEHOLD WASTE (REG 5H)                 0

ENVIRONMENTAL        ASB VANDALISM                                2

ENVIRONMENTAL        SOLD GARDENS                                10

GENERAL              ABANDONED PROPERTY                          33

GENERAL              ABUSE TO STAFF                               1

GENERAL              ILLEGAL OCCUPATION                           4

GENERAL              MISUSE OF PROPERTY                          31

GENERAL              VIOLENCE TOWARDS COMPLAINANT                 0

NUISANCE             ASB DRUNK/ROWDY                              3

NUISANCE             ASB FIREWORKS/BONFIRES(REG5B)                0




                                             31
NUISANCE                 ASB LOUD PARTIES/GAMES (REG5B)                   8

NUISANCE                 ASB NOISE (REG5I)                              49

NUISANCE                 ASB YOUTH NUISANCE                            244

VEHICLES                 CAR REPAIRS                                      1

                Total:                                                 892

Note – The detail contained in table D1.1 above is currently being reviewed and as a result may
change due to any amendments found. If this is the case detail will be given in future reports.

Tenancy Support
Table D2
                                     09/10          Qtr 1        Qtr 2         Qtr 3       Qtr 4
   No of new tenancy visits          951 of
i.e. completed within 28 days         1173       306 of 373      301 of  344 of 372
         of moving in.                                            364     (92.47%)
                                    951 of                                  344 of
  No of new tenancy visits           1024      306 of 333      301 of        356
 (with exceptions removed)                                      350       (96.63%)
NB “Exceptions removed” refers to visits where access hasn’t been gained after 3 calls and
no response to cards left. Visits are carried out to all new tenants although some will be
outside the 28 day target.

*Figures contained within the above table D2 and those contained within Table B5 (Analysis
of lettings by band) and Table D3 (number of support assessments required to be carried out
at sign up) will vary. This is due to this being based around separate data as Table B5 is
based around tenancies created that quarter whilst Table D2 and D3 will include tenancies
which will have been created the previous quarter. Table D2 is affected by the actual
occupancy date of the tenant i.e. 28 days of moving in.

The number of new tenancy visits required is cumulatively below our target of 95% after
exceptions due to resource issues in a number of Teams during the first 2 quarters. New tenancy
visits continue to be prioritised over the final quarter to try and meet this target for the year
cumulatively.

With regard the Table D3 Support Assessments required at sign up the data can vary if the sign
up takes place prior to the commencement of the tenancy.

Also late data input can also create a variation between all three data tables.


Table D3 - No Support assessments carried out at signup
                                    09/10         Qtr 1         Qtr 2          Qtr 3         Qtr 4
  No Support assessments
     required at signup             1259           284           277           287
No of Support assessments
    carried out at signup           1255           283           277           287
No of Support assessments
 identifying support needs.            123            31          25            25

We continue to work towards identification of data with regard to resolution and outcomes.




                                                 32
Table D3.1 Types of support identified (April to December 2010)

Type of Support      Referrals                Internal Support          External Support

                     Q1    Q2    Q3    Cum    Q1    Q2    Q3      Cum   Q1   Q2    Q3      Cum

Children &            1     1     0      2     0     1     0       1     1    0     0       1
Personal
Responsibility
Employment,           0     1     4      5     0     0     2       2     0    1     2       3
Training &
Education
Health                1     3     1      5     0     0     1       1     1    3     0       4
Issues
Independent           0     1     2      3     0     0     0       0     0    2     1       3
Travel
Living in             5     13   10     28     3     5     5      13     2    12    1      15
Your Home
Managing              2     0     0      2     0     0     0       0     2    0     0       2
Personal Safety
Mental                2     5     3     10     0     2     1       3     2    4     2       7
Well-Being
Money & Personal      4     2     5     11     2     0     1       3     2    5     1       8
Administration
Offending             0     1     3      4     0     1     2       3     0    0     1       1
Behaviour
Use of Alcohol        0     2     2      4     0     0     0       0     0    3     1       4
& Drugs
Motivation &          0     1     0      1     0     0     0       0     0    1     0       1
Engagement with
Support
Personal              1     0     1      2     0     1     0       1     1    0     0       1
Relationships &
Community
Engagement
Getting a Home        0     1     0      1     0     1     0       1     0    0     0       0

Lifeskills            7     8     8     23     6     8     6      20     1    0     2       3

Total                 23    39   39     101    11    19    18     48    11    31   11      53




                                              33
Table D3.2 Number of support visits made (April-December 2010) including on going cases

Type of Support                     *Support Visits
                                      Q1      Q2        Q3      Cum
Children & Personal                   3        3        8        14
Responsibility
Employment, Training &                 3        4        5          12
Education
Getting                                1        1        3          5
a Home
Health                                 4        5       11          20
Issues
Independent                            0        1        0          1
Travel
Living in                             60       93       49       202
Your Home
Managing                               8        7        7          22
Personal Safety
Mental                                24       15        9          48
Well-Being
Money & Personal                      11       18        8          37
Administration
Offending                              2        4        2          8
Behaviour
Use of Alcohol                         5        3        1          9
& Drugs
Motivation & Engagement with           2        2        0          4
Support
Personal Relationships &               2        0        0          2
Community Engagement
Total                                125      156       103      384


* This does not include the referrals to Step Ahead the new project at New Lodge & Athersley which
started on 1.9.2010 as a referral system to get long term sick claimants back to work and is shown
below in Table 3.21.


Table 3.2.1

Step Ahead Referrals from BH Quarter 3

Customers being supported by Step Ahead Advisors
                                                               19
Customers referred on to BDA Options by Step Ahead
                                                                6
Customers on training/work experience (13 weeks)
                                                                2
Customers deferred due to personal problems
                                                                2

Customers now in work
                                                                1

Customers no longer claiming benefit but being
supported                                                       1

Total number of referrals to
Step Ahead                                                     31




                                                34
Table D3.3 External Support Agencies (April-December 2010)

External Agency                   Number of referrals
                                  Q1        Q2        Q3             Cum
BADAS                                1         0         1              2

BDA Options                           0           4         4           8

SY Fire & rescue                      1           0         0           1

Children & Young Person               0           0         1           1
Team
Adult Social Services                 0           3         1           4

Learning disability Team              1           0         0           1
(Social Services)
English Churches                      0           1         1           2

Community Mental Health               3           0         0           3
Outreach Team
Phoenix Futures                       0           2         0           2

CAB Dick Thomson                      3           9         0          12

Family Intervention Team              0           3         0           3

Stonham Housing                       0           2         1           3

Carr Gomm                             0           1         0           1

Age Concern                           0           5         0           5

BMBC Welfare Rights                   1           0         0           1

Richmond Fellowship                   1           1         0           2

Mencap                                0           0         1           1

Action Housing                        0           0         1           1

Total                                 11         31        11          53


Table D3.1 to D3.3 shows the different external support providers used together with the different
types of vulnerability categories where external support intervention was required and have been
developing this data over the last quarter. Further detail on length of support provided and outcome is
also currently being worked on and will be included for the final quarter.


Estate Environment
Table D4
                                  09/10        Qtr 1         Qtr 2          Qtr 3      Qtr 4
No of estate inspections (%
 of advertised inspections         141                        42              35
        completed)               (100%)     40 (100%)       (100%)          (97%)

One of the Estate Inspections was cancelled in December in the Dearne Area which was agreed by all
parties involved and was due to the adverse weather conditions.




                                                  35
        Community Safety Service - Neighbourhood Safety Unit

Source of Service Request

                                                                  Housing
                       Source                             NSU    Management         Total
                                                                    Team
Number of referrals                                       58         72              130

During this quarter the Neighbourhood Safety Unit and Housing Management Teams
received a total of 130 referrals for ASB and enforcement related incidents. This is broken
down into 45% for the NSU and 55% for Housing Management Officers. The breakdown of
categories of ASB and enforcement referrals is recorded in section 2 below.


Volume of Anti-Social Behaviour Incidents by Headline Categories

                                                                         Housing
                ASB HEADLINE CATEGORY                           NSU     Management            Total
                                                                           Team
1. Abandoned Vehicles                                            0           0                  0
2. Animal Problems                                               0           0                  0
3. Begging/Vagrancy                                              0           0                  0
4. Hoax Calls to Emergency Services                              0           0                  0
5. Appropriate Use/Sale/Possession of Fireworks                  0           0                  0
6. Littering/Drugs Paraphernalia                                 1           0                  1
7. Malicious/Nuisance Communications                             1           0                  1
8. Noise                                                         5           7                 12
9. Prostitution Related Activity                                 0           0                  0
10. Neighbours                                                   0           0                  0
11. Rowdy or Inconsiderate Behaviour                             1          14                 15
12. Street Drinking                                              0           0                  0
13. Trespass                                                     0           1                  1
14. Vehicle Nuisance/Inappropriate Use                           0           3                  3
15. Outside NSIR Scope (Violence / Intimidation /
                                                                14           21                35
Harassment)
16. Outside NSIR8 Scope (Drugs)                                 25           10                35
17. Outside NSIR Scope (Housing Specific)                       11           16                27




8
    NSIR- National Standard for Incident Recording

                                                     36
Summary of Outputs

Output




                                                              Neighbourhood




                                                                              Management
                                                                Safety Unit




                                                                               Housing




                                                                                              TOTAL
                                                                                 Team
Delivery Objective 2: Reduce the proportion of local anti-social behaviour problems
escalating to higher level interventions through early identification and resolution

Volume of anti-social behaviour incidents dealt with             57              72           129

Housing Notices served                                           28              54           82

Delivery Objective 3: Multi-agency planned intervention for intermediate level problem
resolution

Acceptable Behaviour Contracts (ABC’s) agreed                      0              0            0

Formal mediation cases conducted by Neighbourhood                                              0
                                                                   0              0
Safety Unit

Family Intervention Project new referrals received               12               0           12

Family Intervention Project new cases accepted on
                                                                   6              0            6
support plans

Family Intervention Project cases closed – successful
                                                                   2              0            2
resolution

Family Intervention Project cases closed – client failure
                                                                   2              0            2
to engage with support interventions

Delivery Objective 4: Effective enforcement using appropriate tools and powers to protect
and support residents and communities

Anti-Social Behaviour Orders issued                                5              0            5

Injunctions served                                                 2              0            2

Evictions                                                          0              0            0

Housing legal orders                                               0              0            0

Closure orders                                                     0              0            0


Out of 130 referrals received all except 1 were accepted (99%) which was for information
only. The remaining were for either the provision of specialist advice from the unit or for
investigation & appropriate action resulting in all of the remaining referrals to Housing
Management Officers and of Neighbourhood Safety Unit referrals being accepted.




                                               37
                                                                      Family Intervention



                                                                                              Management Team
                                                     Neighbourhood
Output




                                                       Safety Unit




                                                                                                  Housing




                                                                                                                  TOTAL
                                                                            Cases
Live cases at the end of the quarter                   80                26                   163               269



A total of 82 notices were served during the period which if compared with the number of
cases accepted for investigation and advice amounts to around 64% of cases being dealt
with by warnings. However this is only an indicative figure as some of the notices served
during this period may be in relation to cases accepted in previous periods and is an
increase from last quarter which showed 32%.

With the higher number of Notices served this quarter a reduced number of other
enforcement tools and powers were utilised and equates to 7 (5%) compared to last quarters
figure of 17%. Although overall there was a decrease in the overall number of referrals 130
compared to 148 last quarter a decrease of 12% the number investigated relating to drugs
significantly increased to 35 from 20 an increase of 75% and accounts for part of the
increase in Notices served.

At the end of this quarter 269 cases were still live. This is an increase on live cases from last
quarter of 48 (22%) although won’t affect the capacity to progress referrals in the final
quarter.

Customer Satisfaction
Output
                                                                                      TOTAL




Percentage of people satisfied with the way their anti-
                                                                     100% (7 of 7)
social behaviour complaint was dealt with

Percentage of people satisfied with the outcome of their             100% (7 of 7)
anti-social behaviour complaint

Percentage of people who believe interventions resolved              100% (7 of 7)
the anti-social behaviour problem




                                               38
There were 7 customer satisfaction surveys completed during quarter 3. 100% expressed
satisfaction with the service given by the enforcement team with 100% being very satisfied.
The relatively low number of surveys completed this quarter was attributed to resource
issues and is being addressed during the final quarter to try and increase the numbers
completed.

100% of respondents were satisfied with the outcome of the enforcement team’s intervention
with 86% (6) being very satisfied and 14% (1) being satisfied.

86% (6) of respondents felt the interventions provided by the enforcement team totally
resolved the ASB problem with the remaining 14% (1) confirming the problem had mostly
been resolved.




                                             39
    6. Housing Stock Maintenance
      Responsive Repairs

Housing stock maintenance includes response repairs initiated at tenants’ requests and void
repairs where there is a change of tenancy. Essential gas and electric checks are carried out
along with general building works necessary prior to re-letting the property. Housing stock
maintenance is also responsible for the ordering of major and minor adaptations, which
enables tenants to live more independently and remain in their own homes. Responsive
repairs are prioritised into 4 main groups and target times established for each. Our website
gives full details of which repairs fall into each category and current performance information.

Table I1 – Responsive Repairs Performance Indicators
                                   Qtr 4
    % Complete in target                       Qtr 1        Qtr 2       Qtr 3        Qtr 4       Target
                                  (09/10)

      Priority 1 – 24 hours                            9                                         99.50%
                                 99.35%       99.04%       98.44%      99.21%
                                                                                                 (PRIP)
                                                                                                 99.44%
       Priority 2 – 3 days       98.45%       95.21%       95.64%      95.76%
                                                                                                 (PRIP)
                                                                                                 97.98%
       Priority 3 – 7 days       98.70%       97.39%       96.10%      95.87%
                                                                                                 (PRIP)
                                                                                                 97.88%
      Priority 4 – 25 days       99.11%       98.54%       96.64%      96.89%
                                                                                                 (PRIP)
BV211a – proportion of repairs
and maintenance expenditure      73.26%       70.29%       73.37%      73.94%                     60%
which is planned
BV211b – proportion of HRA
repairs expenditure on           18.63%       15.36%       24.04%      27.68%                     30%
emergency and urgent repairs
Tenant Satisfaction                                                                               96%
                                 92.06%         90%        93.43%      94.63%
Responsive Repair (%)                                                                            (PRIP)
                                                                                                 68.30%
Right first time (%)               N/A          58%         61%          62%
                                                                                                 (PRIP)



Table I2 – Gas Servicing
                                  Qtr 4
        Gas Servicing                          Qtr 1        Qtr 2       Qtr 3       Qtr 4       Target
                                 (09/10)

Number of properties on                                                                          N/A
                                 16,754       16,798       16,854       16942
contract
                                                                                                99.5%
                                 99.7%        99.7%        99.54%      99.77%
% Performance                                                                                   (PRIP)


Due to the time constraints of the PRIP project implementation, we were only able to achieve
agreement on a VPN between Berneslai Homes/BMBC and Kier, i.e. a one way VPN into
Kier’s systems. This has led to concerns regarding the quality, maintenance and ownership
of Gas Servicing data.



9
 Performance for this indicator in Q1 has been re-calculated as performance indicator definitions had
not been fully agreed as at Q1.
                                                  40
Berneslai Homes are working with BMBC’s Transformational Support Unit to reach
agreement to have a two way VPN, i.e. Kier would be able to access SAP ensuring all data
was held on one system.

Table I3 - Solid Fuel Servicing

                                   Qtr 4
    Solid Fuel Servicing                           Qtr 1              Qtr 2          Qtr 3        Qtr 4
                                  (09/10)

Number of properties on
                                    721             683               674               658
contract

                                  98.48%           99.27%            99.26%          99.85%
% Performance

Solid fuel servicing is not a legal/statutory requirement. The service is, however, done as
best practice on health and safety grounds. The services completed are based on the
calendar year.




Equipment and Adaptations

Table L1 Major Adaptation Financial Statement

Referrals made                               October 10                November 10               December 10

Referrals ordered                                  25                           43                        44
Committed Expenditure as a %
(cumulative)                                   70.12%                         78.46%                86.79%

Committed Expenditure (cumulative)           £1,347,653                  £1,508,023                £1,668,065

The percentage and value of budget spent is based on average prices or costs where jobs
are complete. This is based on a rolling programme over a 12 month period during 2010/11.

Costs of jobs ordered in 2009/10 but completed in 2010/11 are included in the above
cumulative.


Table L2 Major Adaptations Performance (Cumulative)
 Calendar days      Qtr 4 (09/10)         Target              Qtr 1               Qtr 2           Qtr 3            Qtr 4
                                          10/11
Referral to
Completion           60.98 days        78 days            49.86 days           47.26 days      45.37 days
Referral to panel
(Adult Services)     17.81 days        36 days            10.80 days           9.29 days       10.47 days
Panel Approval
to Completion        42.34 days        42 days            39.18 days           37.97 days      34.90 days


The cumulative number of households benefiting from major adaptations is 316.

Table L4 Minor Adaptations Performance (Cumulative)
Calendar days          Qtr 4          Target                 Qtr 1              Qtr 2           Qtr 3           Qtr 4
                      (09/10)         10/11
Minor
Adaptations          12 days          10 days            7.31 days            6.31 days       7.19 days
(Order to
Completion)


                                                        41
                                 2010-11 Revenue Expenditure against Budget
                    14,000,000
                                                                                                                                    13 , 712 , 2 9 9

                                         Outturn                Budget
                    12,000,000


                    10,000,000                                                                           10 , 2 8 4 , 2 2 4
Expenditure £




                     8,000,000

                                                                               6 , 8 56 , 150
                     6,000,000


                                                                                                8 , 558 ,6 13
                     4,000,000
                                             3 , 4 2 8 , 0 75      5, 8 6 8 , 0 4 4

                     2,000,000
                                  2 , 9 2 9 ,0 3 8

                                                                                                                               0
                            0
                                       Quarter 1                        Quarter 2                    Quarter 3                Quarter 4




                            2010-11 Non Decent Homes Capital Expenditure against
                                                 Budget
                    8,000,000


                    7,000,000              Expenditure             Budget                                                          7 ,3 4 7 ,5 3 6



                    6,000,000

                                                                                                          5 ,5 10 ,6 5 2
    Expenditure £




                    5,000,000

                    4,000,000
                                                                              3 ,6 7 3 ,7 6 8
                    3,000,000
                                                                                                4 ,9 4 7 ,5 9 2
                    2,000,000
                                               1,8 3 6 ,8 8 4       3 ,0 3 5 ,19 7

                    1,000,000       1,6 4 1,8 8 0


                             0
                                         Quarter 1                       Quarter 2                  Quarter 3                 Quarter 4




                                                                                 42
     Decent Homes Programme 2010/2011
              Number Target    Actual   Target     Actual
                                                                                        Satisfaction
 Scheme         of     start    start completion completion On Site            Approved
                                                                    Contractor              level
             Dwellings date     date     date       date                        Budget
Bolton on
                36   10/05/10 24/05/10 24/09/10   24/09/2010 Complete       Kier     £981,846     100%
 Dearne
Wombwell        60   04/10/10 20/09/10 17/12/10   17/12/2010 Complete      Kier      £1,549,958    N/A
 Elsecar        69   04/10/10 11/10/10 17/12/10   24/12/2010 Complete      Kier       £937,461    100%
Thurnscoe       78   26/07/10 16/08/10 12/11/10   19/11/2010 Complete      Kier      £1,435,447   100%
                                                                        Construction
New Lodge       71   19/04/10 19/04/10 23/07/10   13/08/2010   Complete              £1,986,283   95.65%
                                                                         Services
Worsbrough                                                              Construction
                87   19/04/10 19/04/10 24/08/10   24/08/2010   Complete              £1,970,323   85.19%
  Bridge                                                                 Services
                                                                        Construction
 Kendray       146   19/04/10 19/04/10 01/10/10   29/10/2010   Complete              £2,686,753   89.58%
                                                                         Services
                                                                        Construction
Ward Green      48   04/10/10 04/10/10 03/12/10   17/12/2010   Complete               £798,384    100%
                                                                         Services
Worsbrough                                                              Construction
                60   06/09/10 06/09/10 03/12/10   03/12/2010   Complete               £879,923    91.67%
   Dale                                                                  Services
Worsbrough                                                              Construction
                25   01/11/10 01/11/10 17/12/10   17/12/2010   Complete               £384,657    100%
 Common                                                                  Services
                                                                        Construction
 Darfield       46   23/08/10 23/08/10 05/11/10   26/11/2010   Complete               £719,215    100%
                                                                         Services
 Berneslai
  Close,                                                                Construction
                13   08/11/10 08/11/10 17/12/10   17/12/2010 Complete                £183,201     100%
  Town                                                                   Services
  Centre

     The Decent Homes Programme achieved practical completion on 17/12/2010

     The Decent Homes Programme was completed on programme in December 2010, with a
     current customer satisfaction average score of 96.55%.
     Kier Wombwell scheme currently 96.94% satisfaction (33 of 60 returns to date)
     The new Maintaining the Home Standard Programme (MHSP) will commence in
     January 2011 and the first scheme will be in Wombwell completing before the main
     programme commences in April 2011. The full list of properties within the programme for
     2011/2012 can be found on the Berneslai Homes’ web site.




                                                  43
HCA Funding Update

Kendray:
Confirmation has been received from the Homes and Communities Agency that grant
funding has been agreed in principle to provide 48 more affordable units in Kendray. Of
these, 34 units will be built on the cleared Leslie Road site along with 64 units for private
sale. An additional 14 affordable units will be provided on Yews Place and Sheaf Court. It is
planned that 11 of these units will eventually be offered for shared ownership although in the
current climate, these may be offered initially on an interim rented basis.

Keepmoat Homes are the delivery partner with Chevin Housing Association owning and
managing the affordable units. Leslie Road started on site in November 2009 whilst planning
applications are currently being progressed for Yews Place and Sheaf Court.

Worsbrough:
 Phase 1 of the Worsbrough regeneration new build initiative complete providing 20 new
affordable units for rent. Recent discussions with South Yorkshire Housing Association have
resulted in them confirming that delivery of phases 2, 3 and 4 is now their main business
priority and Phases 2 and 3 are now well underway. Although a funding gap has been
identified for some of these future phases, discussions have taken place with the Homes and
Communities Agency with a view to increased grant rates to address this issue. These have
been agreed with the proviso that SYHA bring in an additional 7 intermediate rent to Home
Buy units into the tenure mix.

Local Authority Challenge Fund:
As part of the July 2009 bidding round, a joint bid with B.M.B.C. was submitted to the Homes
and Communities Agency for grant funding to enable 16 apartments to be built on a
previously cleared site at Vernon Crescent, Worsbrough. This bid has been successful and
the scheme is now on site together with extensive environmental improvements
complementing the new build works. A further four schemes have been approved in the
second bidding round and successful tendering exercises undertaken. These are for 16
bungalows on a previously cleared site at Brierley (now on site), 19 units at Thurnscoe (now
on site) and 16 units at Darfield (now on site) and 14 2/3 bedroomed houses at Rockingham
Street (replacing Lacewood at Bolton on Dearne) and due on site February/March 2011,
subject to planning consent,.

Seasons:
 Due to the current difficult housing market conditions and after seeking legal advice, the four
originally short listed bidders for the Seasons project at Thurnscoe were invited to submit a
Tender Price Restatement for the works in May 2009, following the same price/quality
evaluation criteria as used in the original bids. The decision to seek a price restatement was
taken as a result of the original successful bidder revising their offer to such an extent that it
actually fell below the level of the previously unsuccessful bidder. Two developers chose to
retender and Keepmoat Homes are the preferred developer. Negotiations to sign joint
development and partnership agreements have concluded successfully and planning
approval obtained for site 1. Keepmoat started on site in June 2010 and work is progressing
although some planning conditions (relating to Network Rail issues) are yet to be fully
discharged. The first 14 units for social rent, owned by Chevin HA but managed by Berneslai
Homes should be ready by March 2011.
This project is now named the “Seasons” development, chosen in competition by local
schools and officially opened by John Healey MP on the 9th July.




                                                44
Gypsy and Travellers sites:
Following the successful bid to CLG for £567,000 (plus £120,000 BMBC match), the first
phase (of three) of refurbishment to the Gypsy and Travellers site at Smithies started in June
2010. A successful second bid for funding has been submitted via Transform South
Yorkshire and further funding of £740,000 (plus £200,000 BMBC match) has been approve




                                             45
 ALMO's Decent Homes Monitoring
                                                     2009/10 Quarter 4 Return                       2010/11 Quarter 1 Return                      2010/11 Quarter 2 Return                    2010/11 Quarter 3 Return
             Form

                                             Quarter    Quarter   Quarter      Quarter   Quarter      Quarter    Quarter       Quarter   Quarter    Quarter   Quarter    Quarter     Quarter     Quarter   Quarter   Quarter
                                             1 April-   2 July-   3 Oct-       4 Jan-    1 April-     2 July-    3 Oct-        4 Jan-    1 April-   2 July-   3 Oct-     4 Jan-      1 April-    2 July-   3 Oct-    4 Jan-
                                              June       Sept      Dec          Mar       June         Sept       Dec           Mar       June       Sept      Dec        Mar         June        Sept      Dec       Mar
            Berneslai Homes                   2009       2009      2009         2010      2010         2010       2010          2011      2010       2010      2010       2011        2010        2010      2010      2011

                                             Actual      Actual    Actual      Actual     Actual      Forecast   Forecast   Forecast     Actual      Actual   Forecast   Forecast    Actual      Actual    Actual    Forecast

               Number of properties at
                                             19489       19381     19317       19277      19245        19209      19189        19169     19245       19209     19163         19143   19245       19209     19163      19131
                      start of quarter
 Position
 at start            Number of Decent
    of             properties at start of    18491       18487     18485       18572      18756        18729      18949        19169     18756       18729     18752         19143   18756       18729     18752      19131
reporting                        quarter
  period        Number of Non-Decent
                  properties at start of       998        894       832         705        489          480        240           0         489        480       411           0        489        480       411          0
                                quarter
               Homes made Decent in
                                               112         70       134         222        27           259        259           0         27          88       430           0        27          88       430          0
                            quarter
                Homes becoming Non-
                                                8          8         7           7         18            19        19           378        18          19        19          378       18          19        19          378
                    Decent in quarter
                                Right to
 Change                                         6          15        3           6          6            8          8            8          6          6         8            8         6           6        10          8
                                   Buys
  within
reporting        Stock
 quarter      reduction      Demolitions       102         48       37           26        30            12        12            13        30          40        12           13       30          40        22          13
             consisting
                  of . . .         Other
                             (please incl.
                                                0          1         0           0          0            0          0            0          0          0         0            0         0           0         0          0
                             acquisitions
                              as a minus)
                Total stock reductions         108         64       40           32        36            20        20            21        36          46        20           21       36          46        32          21
                     Number of Decent
                    properties at end of     18487       18485     18572       18756      18729        18949      19169        18770     18729       18752     19143         18744   18729       18752     19131      18732
                                quarter
 Position
at end of       Number of Non-Decent
reporting         properties at end of         894        832       705         489        480          240         0           378        480        411        0           378       480        411         0          378
  period                      quarter
               Number of properties at
                                             19381       19317     19277       19245      19209        19189      19169        19148     19209       19163     19143         19122   19209       19163     19131      19110
                       end of quarter
                                                                                                                                                              Refusal Data
                  Number of Decent Properties *                       18756
   2009/10
                                                                                         Greyed out boxes are
                  Number of Non Decent Properties*                       489                                        The data in the main tables above should count tenant refusals as decent homes. However, in
                                                                                            actual figures
                                                                                                                    order to capture the true level of refusals, please enter how many units have not been brought
                                                                                           White Boxes are          up to the Decent Homes Standard because tenants have requested that the works should NOT
                  Number of Decent Properties *                                            forecast figures                                      be undertaken in the box to the right.                               1225

   2010/11                                                                                                         PLEASE NOTE THAT HOMES WHICH REMAIN NON-DECENT BECAUSE THE TENANT HAS
                  Number of Non Decent Properties*                                                                 REFUSED IMPROVEMENTS SHOULD FOR THE PURPOSES OF THE MAIN TABLES
                                                                                                                   ABOVE BE COUNTED AS DECENT - PER CLG GUIDANCE (PSA Target 7 - Decent Homes).
                                                                                                                   46
             7. Regeneration

               Stock Reduction

Scheme                          Dwellings Tenants/
                          Approval                         Tenants/ Dwellings   Estimated        Actual cost
                          date  affected  Residents        Residents demolished Scheme           to 30/09/10
                                          to be            rehoused at 30/09/10 cost
                                          rehoused         at 30/09/10
Rehousing complete – awaiting demolition
                      19/7/06       114       104             104        112      £2,345,070      £1,801,838
       Kendray
   Highstone Road,    2/06/09        4          2              2          4         £75,500        £27,639
 Worsbrough Common

Main Street, Goldthorpe    7/01/09    18         14           14          0      Not a Berneslai Homes
                                                                                 budget
 Worsbrough Common         22/8/07    57         52           52         55        £703,900      £528,250
       Phase 2
   Kenworthy Road,         26/1/10    6*         3             3          0        £156,073        £28,123
     Worsbrough
      New Lodge             9/4/08    87         83           83         72       See New Lodge Phase 3
       Phase 2                                                                             below
      New Lodge             9/4/08    26         25           25          8       £2,323,865    £249,353
       Phase 3
Rehousing ongoing
Seasons Development,       15/3/06    190       172           170        188        Not a Berneslai Homes
      Thurnscoe                                                                             budget
     Baden Street          11/11/09   11         5             1          0        £502,000      £249,301
 Grange House (Phase       17/2/10    17         7            1#          0       Demolition budget included
          2)                                                                     in LA Challenge scheme for
                                                                                     redevelopment of site
         * Scheme includes two demolitions and four one bedroomed bungalows to be converted to
         two bedroomed bungalows
         # 1 resident chose to move to residential care, other six moving to new bungalows

         Regular meetings are held to monitor Scheme budgets and any increases in costs such as
         higher acquisition costs and changes in Health and Safety costs are taken in to account
         when new schemes are evaluated.


         Total number of empty        Total number of properties    Total number of properties
         properties awaiting          approved for demolition       demolished during
         demolition                   during Quarter 2              Quarter 2
          1st April 2010
         139                          0                             24




                                                      47
     Regeneration Schemes Progress

Estate        Council     Status              Comments
              Dwellings
Kendray       1100        Strategy in place   Despite the current difficult economic
                                              climate plans to deliver the final 235 units
                                              across Kendray by Dec 2012 are
                                              progressing well. The private market
                                              remains very slow due to difficulty in
                                              obtaining a mortgage.

                                              Delivered 22 of the 23 units to 8 infill sites
                                              across the estate by November 2010,
                                              Remaining units to be completed by 31st
                                              Jan 2011

                                              Leslie Rd – Provision of 100 family homes
                                              progressing well. On target to complete 50
                                              units by March 2011 including all 34
                                              affordable homes. 24 RSL & 8 units for
                                              sale completed to date

                                              Yews Pl/Sheaf Ct – HCA grant approved
                                              to provide 14 affordable units, commenced
                                              on site 10th January 2011

                                              Larch Place – partners working towards an
                                              autumn 2011 start on site to build 35 new
                                              homes for sale. Now in a position to
                                              facilitate new entrance to Larch Place.

                                              Farm Road shops – Block demolished
                                              March 2010 working with development
                                              partners to incorporate with Larch Place
                                              development.

                                            Thornton Rd – Recommenced building 12,
                                            two bedroom apartments for sale.
                                            Projected completion June 2011
New Lodge /               Strategy in place Project Team in post June 07.
Athersley     1691        Rehousing and     Council approved Blue Print report April
                          redevelopment     2008 including a stock reduction
                          works commenced programme of 165 residential properties
                                            and 2 shops.


                                              Phase 1 of Yorkshire Housing Association
                                              redevelopment complete and negotiations
                                              ongoing regarding further phases.

                                              2010/11 environmental improvements
                                              programme includes:
                                              Energy efficiency scheme to 82 council
                                              homes.
                                              Standhill flats parking improvements




                                       48
                                         Allotment initiative in final stages of
                                         development, led by Yorkshire Housing’s
                                         Community Development Officer and
                                         residents group.

                                         Decent Homes programme complete.

                                         Project Manager in post April 07.
Worsbrough    1943   Strategy in place   Masterplan approved by Cabinet 22
Common / Dale        Rehousing and       August 2007.
/ Bridge             redevelopment
                     works               South Yorkshire Housing Association
                     commenced.          completed 20 new units in Phase One of
                                         Worsbrough Common redevelopment
                                         programme, all let.

                                         Phase 2, 16 units underway and expected
                                         finish on site by January 2011.

                                         Phase 3, 43 units started on site October
                                         2010 with expected completion on
                                         November 2011.

                                         Harriet Close – In October 2008, Council
                                         approved acquisition scheme for 14
                                         privately owned flats. 9 flats and freehold
                                         acquired. CPO being pursued.

                                         Land adjacent to Worsbrough LIFT centre
                                         acquired from the Primary Care Trust to
                                         deliver Baden Street redevelopment.
                                         Planning permission withdrawn for Phase
                                         1 following unsuccessful HCA bid and
                                         concerns/comments from planning on
                                         proposed design. 1 property acquired, 1
                                         offer sent out, 1 property swap being
                                         progressed.

                                         2009/10/11 Environmental improvements
                                         included works to 130 properties in
                                         Worsbrough Common and 78 in Bank
                                         End, Worsbrough Dale. A further 128
                                         properties have benefited for
                                         environmental and traffic management
                                         improvements.

                                         New scheme to deliver environmental
                                         improvements to 64 properties on
                                         Swaithedale and Darley now on site.

                                         Conversion works to Bungalows on
                                         Kenworthy Road commenced September
                                         2010 and completed December 2010.
                                         Both units are let.




                                  49
                                       This scheme forms part of the overall
Seasons        190   Demolition        Master Plan for Thurnscoe.
Development,         scheme approved   Project is managed by Strategic Housing
Thurnscoe            (majority of      with the Investment and Regeneration
                     funding from      Team co-ordinating the rehousing
                     Housing Market    scheme.
                     Renewal budget)
                                       2 households left to rehouse.

                                          This scheme forms part of the overall
Goldthorpe –
                     Housing Market       Master Plan for Goldthorpe. Project is
central area
                     Renewal           managed by Strategic Housing: Clearance
development
                                          includes 19 Council owned properties
Bellbrooke,                            Bellbrooke scheme approved 30/1/08 and
Darfield                               includes demolition of non-traditional,
                                       “Cornish” properties, thirty new homes to
                                       be built by Chevin Housing Association.

                                       Rehousing and demolition complete.
                                       Chevin New build programme complete.
                                       Remainder of cleared site for Local
                                       Authority New Build .

                                       Decent Homes work to retained non-
                                       traditional Council properties complete.

Sheltered            Ongoing           Saltersbrook
Housing                                Chevin Housing Association on site
Schemes                                developing Extra care scheme, expected
                                       completion March 2011.

                                       Grange House – Phase 2 demolition
                                       approved February 2010 as part of
                                       redevelopment scheme. Demolition to
                                       start February 2011

                                       Westhaven – Chevin Housing
                                       development complete.

Voids                Ongoing           Liaison with Strategic Housing continues
                                       to identify properties suitable for disposal.




                                 50
Other
Funding
Regional                      Ongoing        Funding approved to support schemes in
Housing Board                                New Lodge and Worsbrough for 2010/11

                                             Local Authority Challenge fund – see
                                             separate entry.

                                             RHB funding significantly reduced, no new
                                             schemes for 2011/12
Smithies Gypsy   30 Pitches   Ongoing        Two packages of grant approved:
and Traveller                                £567K Communities and LG
site. Re-                                    £1.9M Homes & Communities Agency
development                                  Planning Approval April 2010
                                             Contractor selected Harlow & Milner
                                             Start on Site June 2010
                                              Phase 1 completed Dec 2010
                                             Final Phase completion Nov 2011




                                        51
LOCAL AUTHORITY CHALLENGE FUND

Five successful bids made to the HCA for funding for new council homes, all
for rent and to be managed by Berneslai Homes.

          Vernon Crescent,     16 units        Building contractor started on site March 2010
Round 1   Ward Green.                          to build sixteen two-bedroom apartments.
                                               On site, on budget projected completion
                                               March 2011.
                                               Contractually linked to road improvements,
                                               environmental and decent homes works to
                                               adjacent properties

Round 2   Grange House ,       12 units        Scheme to deliver 12 bungalows for older
          Brierley                             people and demolition of remaining wing of
                                               Grange House.
                                               Strategic Team Group appointed and started
                                               on site 21st June 2010.
                                               First handovers expected January 2011 to
                                               current Grange House residents.
                                               Demolition of Grange House to follow in
                                               February and practical completion projected
                                               for March/April 2011.

          Bellbrooke Avenue,   15 units        Planning Application approved March 2010.
          Darfield                             Fifteen units including 2 & 3 bedroom houses
                                               and a three bedroomed disabled access
                                               bungalow.
                                               Formal Start on Site August 2010.
                                               Projected practical completion June 2011.

          Lidget Lane,         19 units        Planning application approved March 2010.
          Thurnscoe                            19 new homes including apartments and 2,3
                                               and 4 bed houses.
                                               Bramall Construction Start on Site September
                                               2010. Scheme due to complete June 2011.

          Lacewood School      14 units        Project abandoned December 2010 due to
          Site, Bolton-on-                     complex legal issues re ownership of site.
          Dearne                               Working with Strategic Housing to
                                               recover/mitigate costs/losses to date re site
                                               preparation and demolition
                                               Substitute site Rockingham Street, see below
          Rockingham Street,   14 units        Substitute for above agreed with HCA.
          Barnsley
                                               Planning Application submitted December
                                               2010, scheduled for Planning Board February
                                               2011. Currently out to tender, due back end of
                                               January.
                                               Construction expected to Start on Site
                                               February/March 2011 subject to successful
                                               tender process and planning consent.




                                          52
     8. Customer Focus

     Tenant Participation
Table F1
                                            Oct               Nov                Dec

     % of homes covered by tenant
     groups and networks of
     independents                          72%                72%                72%

     Of which support provided to        18 TARAs          18 TARAs           19 TARAs

     Steering Group meetings held            8                  9                 310
     Strategy and Policy meeting
                                                                               14/12/10
     held


Migration Impact Training

Work started on reviewing the impact of the Migration Impact Training and will include a
video assessment.

Customer Panel

A Customer Panel was held in October when attendees considered budgets and looked at
various ways of saving money or getting more out of what we spend in the following areas:

•    Face to Face enquiries and Cash Collection
•    Choice Based lettings adverts
•    Grounds Maintenance
•    Empty properties
•    Repairs service
•    Rent Statements and Open House

Many suggestions were made by customers with the following being their key
recommendations:

•    We should stop face to face cash collection
•    We can reduce the size of the CBL advert and stop publishing feedback in the Chronicle.
•    Reduce the frequency of our ground maintenance schedule.
•    End the decoration vouchers for new tenants
•    Stop sending repair receipts for emergency and 3 day repairs
•    Be strict with gate/fence, path and drive repairs
•    Reduce Open House and rent statements to twice yearly. Give customers an opt out
     clause and if economically viable look to electronic delivery of these publications.

All suggestions are being considered.




10
  Due to the Christmas period and severe weather less steering group meetings were planned and
held in December. This was done in full collaboration with the steering groups.
                                                  53
TSA Regulatory Framework

Feedback from our Annual Report survey indicates high satisfaction from customers with the
annual report, the local offers and the Berneslai Challenge Panels.

We had planned to deliver 4 half day ‘Induction to Berneslai Homes’ training sessions to the
Berneslai Challenge Panel members in December. This coupled with the TPAS training
organised by the Federation would have resulted in the panels running a mock scrutiny in
January. However this had to be cancelled due to bad weather. The induction will now take
place in February 2011 and a mock scrutiny in March 2011.

This will enable final tweaks to the process before the 2010/2011 full scrutiny takes place in
May 2011.

TSA Tenant Excellence Fund

A bid for £3,000 was submitted to the TSA’s Tenant Excellence Fund. If successful
Berneslai Homes and the Federation will run some learning events in November 2011 for
other landlords and tenant groups sharing our good practice in respect of Co-regulation.
The winning bids will be announced in early 2011.

TARAs

The new TARA constitution has been finished and we are working with TARAS to sign up to
the new version which is clearer and up to date on equality issues.

We commenced planning a review of TARAs similar to the review of the Steering Groups.
The anticipated outcome is that we will develop clear actions for improving TARAs and a
range of measures.

TUT Day

Over 70 TARA members came along to the 2010 Talk up TARA day on 21 October to
celebrate the work of TARAs and share experiences with each other.

All TARAs received an IT handbook which was developed by Ardsley TARA.

Community Centres managed by Volunteers

Progress is continuing getting committees signed up to the new constitution. To date 12 out
of the 14 committees have adopted the new agreement.

In December two community centres suffered water damage after burst pipes – Worsbrough
Bridge and New Lodge. We have made these buildings safe and are rectifying damage. All
centres have contents insurance.

Community Centres managed by staff

Gate Crescent Community Centre was closed after water damage as a result of a burst pipe
in December. Minor repairs are needed and the centre will re-open early January.

The sever weather has affected the usage of these centres with less than a quarter holding
more than five activities per week in December.

On a positive note the Honeywell Community Centre is now being extremely well used by
local residents and other organisations. This is due to a new CCDA being appointed.




                                              54
Young Persons’ Funding Pot

A full review including photos and summaries of the successful projects was included in
December’s Open House.

National Older Persons Day;
The community engagement team assisted in a National Older Persons Day event at Glebe
Court, our sheltered scheme in Tankersley . The young people filmed tenants talking about
their experiences of living in Glebe court. All participants got involved in the arts and crafts
and the young people made fruit smoothies and served up refreshments to the tenants who
took part.

The video is being edited and will be published in the next few months.

National Customer Services Week

Staff from the Community Engagement Team and Barnsley Connects used a promotional
stand in the Alhambra Centre through out the week to interact with customers and the public
alike. We used the opportunity to gain knowledge and understanding of what customers feel
about Connects Service and its provision. The feedback will be used by BMBC as part of
their access to service review.

Staff Conference Videos

The community engagement team assisted in the development if the staff conference by
producing a video called ‘In our customers’ words…’. The video was well received by staff
and its development has sparked the development of further customer video projects which
are being planned over the coming years.


Facebook

We launched our Facebook page in December 2010. This is another method of
communication to engage with customers. Development and administration of the site and
the creating of protocols for use have been developed. An assessment of its impact and
usage is currently being prepared.


Barnsley Federation of Tenants and Residents

The federation have had a very active end to 2010 and demonstrates a continued focus and
positive development of the organisation:

South Yorkshire Federation Network

Barnsley hosted a South Yorkshire network meeting which looked at the proposed changes
to social housing and the way in which Federations are involved in the scrutiny of their
housing services.

Northern Federation network

The Federation attended the launch of a new Northern network in York. The network was
organised due to the collapse of Yorkshire and Humber. It is envisaged that a further
meeting will be called in February.

Summer Lane

Work started on the alterations to Summer Lane Community centre with an estimated
handover of mid January 2011. The Federation will move in for 1st April 2011.

                                               55
Berneslai Challenge Panels
The Federation continued to develop their protocols for managing the Berneslai Challenge
Scrutiny process. TPAS scrutiny training which was organised for December had to be
cancelled due to the adverse weather conditions. This has been rearranged for January
2011.

Other meetings attended in this quarter by members:
• SPRG
• BMBC Liaison Group
• Budget Review
• Executive meetings
• Management meetings
• EN Procurement
• Drainage re tender
• PRIP contract task groups
• TAROE conference
• All Party Parliamentary Group meeting
• Customer Panel




                                            56
        Access to Service

Service Excellence Assessment Programme (October to December 2010)

Service excellence assessment activities which took place in this quarter included:

  • Complaints Review Panel (December 2010)
  • Empty Property Spot Checks (October 2010)
  • Regeneration Surveys (October – December 2010)
  • Equipment & Adaptations survey (October 2010)
  • Complaints Survey (October – December 2010)
  • Repairs & Maintenance (October – December 2010)
  • Gas & Solid Fuel (October – December 2010)
  • Leaseholder Survey (November 2010)
  • Barnsley Connects visits (November 2010) - two visits outstanding due to the bad
    weather conditions before Christmas and having Mystery Shoppers available to
    conduct the visits.
  • Telephone answering assessments (November 2010)
  • Grounds Maintenance spot checks (October 2010)


We are reviewing all surveys due to the change over from SNAP 10 to the new system called
uEngage. We are also looking at changing the answer options from a 10 point scale to a 5
point scale. This new system will streamline back office process and see more surveys
completed electronically which will lead to cashable savings.

The Housing Management survey and the New Tenancy Survey have been finalised but not
implemented as yet as we will also be reviewing these due to the change over of the new
systems.

The Income Management survey now called Rents Satisfaction Survey is still under
development.


Barnsley Connects Performance Monitoring - Performance for Oct 2010 to Dec 2010

Barnsley Connects responded extremely well to the massive increase in customer contact
following the bad weather in November and January. Berneslai Homes wishes to formally
record its thanks to the management and staff of Barnsley Connects for their response in a
challenging situation. In the month of December there was a 153.4% increase in repair
related phone calls and during the week before Christmas they were handling an average of
128 repair related phone calls per hour between 9 and 5 compared to the usual 42 per hour.



   1.      The performance meetings have been held according to plan.


   2.      Call answering

           Cumulatively over the first 9 months of 2010/2011 call answering has below the
           80% target (76.16% in 15 seconds). There has been a steady decline since
           September 2010 and this has been discussed with Barnsley Connects who have
           assured us of plans to improve performance. The extremely high call volumes in
           November and December have unfortunately affected their ability to implement
           their action plan.



                                             57
       In December it is astounding that Barnsley Connects managed to answer 49.37%
       being answered in target given the 153.4% increase in call volumes for this
       month.

3.     Abandoned Calls

       For the first time in several years abandoned calls have been over our less than
       5% target with 16.36% of phone calls being abandoned in December. This was
       purely down to high call volumes on the weeks before Christmas. Cumulatively
       for the year we are seeing 6.16% of phone calls being abandoned.

4.     Call volumes

       Over the first nine months we have seen a continued increase in call volumes
       compared to the same period in 2009/2010. There is a 24.1% increase in repair
       related queries and a 11.7% increase in general enquiries, giving an overall 20%
       increase compared to the same period in 2009/10. We know the reason for such
       high call volumes in November and December was the cold spell. In the month
       of December there we 10944 extra phone calls compared to December 2009.

5.     Visits Volume

       Compared to the first nine months in 2009/10 we are seeing an overall 11.2%
       decrease in visits to Barnsley Connects offices. This is in line with our
       projections and we should see further reductions as Cash Collection is phased
       out.

6.     Visits wait times.

       The cumulative average for wait times for the first nine months of 2010/2011 is
       within target at 8 minutes 11 seconds.

7.     Overall customer contacts

Combining volumes for visits and telephone contacts for the first nine months and
comparing to the same nine months 2009/2010 we are seeing a 14% increase in
volumes. This is almost entirely down to the increase in phone calls over
November/December 2010.

8.     Berneslai Homes telephone monitoring

In quarter 3 only 70.78% of Berneslai Homes calls were answered in target with 3.6%
being abandoned by the customer. We also had a higher than usual engaged rate with
18.42% being engaged.

Cumulatively we are answering 73.67% in target with 3.54% of calls being abandoned
and on average 16.35% of calls being engaged.

9.     Calls by time period

The ongoing assessment of the phone call pattern by times demonstrates that customers
are making use of the extended telephony hours. Cumulative results for Monday to
Friday calls over the first nine months are shown below.




                                         58
   Repairs
                08:00 - 09:00     09:00 - 17:00     17:00 - 20:00    20:00 - 08:00
 Percentage of
          calls               7%            81.76%             6.08%            4.80%
 Average calls
      per hour                 30                42                8                2
       General
     Enquiries 08:00 - 09:00      09:00 - 17:00     17:00 - 20:00
 Percentage of
          calls            2.80%            95.54%             1.65%
 Average calls
      per hour                  5                21                1


   10.     Phone calls by nature

Analysis of the reasons for phone calls was not undertaken in this quarter due to the
increased call volumes. This will recommence in quarter 4




Cumulative Phone Volumes Quarters 1 to 3 2010/11




Month
Ending                                      Number calls received

                 Total calls Total calls General    General
                 received    received    Enquiries  Enquiries  Repairs  Repairs
                 10/11       09/10       10/11      09/10      10/11    09/10
       Apr-10        11801       10455         3901       3538     7900      6917
      May-10         13415       10194         4223       3291     9192      6903
       Jun-10        10785       13493         3444       4324     7341      9169
        Jul-10       11228       10985         3776       3469     7452      7516
      Aug-10         13560       13086         4431       4272     9129      8814
      Sep-10         11732       10089         3802       3145     7930      6944
       Oct-10        12321       11116         3745       3421     8576      7695
      Nov-10         17878       14559         4401       3864    13477     10695
      Dec-10         21278         9077        3200       1943    18078      7134
Cumulative
2009/10        123998              103054 34923                  31267    89075         71787




                                             59
Cumulative Phone Performance Quarters 1to 3 2010/11
** Average wait time represents the wait including the 6 seconds greeting.




                                                                          % answered in  Average wait
                                                                          15 second      time for
 Month                               % abandoned                          target         answer**
          Apr-10                            3.94%                                 80.50%                                              18
          May-10                            3.12%                                 86.59%                                              14
          Jun-10                            3.76%                                 82.76%                                              15
           Jul-10                           3.35%                                 86.10%                                              14
          Aug-10                            3.62%                                 81.43%                                              17
          Sep-10                            4.42%                                 77.93%                                              20
          Oct-10                            4.07%                                 77.14%                                              19
          Nov-10                            5.47%                                 73.67%                                              26
          Dec-10                           16.36%                                 49.37%                                              91
       Cumulative
         2010/11                                      6.16%                                    76.12%                                 29




                                                                 % calls answered in target 10/11

     100.00%

                                                                                                        2008/9 average in target 81.66%
      90.00%


      80.00%


      70.00%



  % in 60.00%
       target

                                                                                                            Target for calls answered in less than 15 seconds
      50.00%                                                                                                % answered in 15 second target


      40.00%


      30.00%


      20.00%


      10.00%


       0.00%
                Apr-   May-   Jun-   Jul-10 Aug-   Sep-   Oct-     Nov-   Dec-   Jan-   Feb-   Mar-
                 10     10     10            10     10     10       10     10     11     11     11
                                                     Month




                                                                                          60
                                                                      % Abandoned 2010/11
                                                                                                                                    Average abandoned
                                                                                                                                    rate 2009/10 3.49%
               18.00%



               16.00%



               14.00%



               12.00%
 % Abandoned




               10.00%
                                                                                                                                         % abandoned
                                                                                                                                         Target less than 5%
               8.00%



               6.00%



               4.00%



               2.00%



               0.00%
                        Apr-10   May-10   Jun-10   Jul-10   Aug-10   Sep-10   Oct-10   Nov-10   Dec-10   Jan-11   Feb-11   Mar-11
                                                                         Month




Cumulative Visits Performance Quarter 1 to 3 2010/11
The Target is to see customers within 10 minutes of their arrival.




                                                                                                          Visits    Average
 Month Ending                                               Visits 10/11                                  2009/10   Wait
               Apr-10                                                                           3216           3452          7.45
              May-10                                                                            3433           3162          7.39
               Jun-10                                                                           2707           4470          8.19
                Jul-10                                                                          2853           3289          8.04
              Aug-10                                                                            3355           3903          8.42
              Sep-10                                                                            2811           3071          8.33
               Oct-10                                                                           2722           2999          8.40
              Nov-10                                                                            3575           3913          8.31
              Dec-10                                                                            2125           1916          7.01
 Cumulative 2010/11                                                                       26797               30175         8.11




                                                                                        61
                                              Average Wait Time 2010/11 in Barnsley Connects Offices


   12




   10
                                                                                                                       2009/10 average 7minutes 28
                                                                                                                       seconds


    8
Wat Time Minutes



                                                                                                                    Target wait time less than 10 minutes
                                                                                                                    Average Wait
    6




    4




    2




    0
        Apr-10   May-10   Jun-10   Jul-10   Aug-10   Sep-10   Oct-10   Nov-10   Dec-10   Jan-11   Feb-11   Mar-11
                                                         Month




                                                                                          62
      Complaints and Compliments

Each category within the table shows activity that month and is not a cumulative total of
complaints received in any one month. A detailed “Your comments count” report is produced
every quarter




                                          October               November                December

Stage 1 complaints received                  21*                      7*                      6*
% of stage 1 complaints
                                             38%                  14.29%                    50%
upheld

% of stage 1 complaints                    73.68%               100.00%                   66.67%
responded to within target


Stage 2 complaints received                    1                      7                       5

% of stage 2 complaints                       0%                  28.57%                    20%
upheld
% of stage 2 complaints
responded to within target                  100%                  42.86%                   100%
New Ombudsman complaints
received                                       1                      0                       0
Ombudsman outcomes
received

No maladministration                           0                      0                       0

Local settlement                               0                      0                       0

Maladministration                              0                      0                       0

Outside jurisdiction                           0                      0                       0

Ombudsman discretion11                         1                      0                       0
Compliments received
                                              39                     69                      99

Councillor enquiries received                 43                     31                      12
Councillor Enquiries
responded to on time                          43                     29                      12

* On occasions, Kier Building Maintenance receive complaints directly and these figures will be
included in the quarter 4 report.




11
  Ombudsman discretion is used in a small number of cases where the Ombudsman has
discontinued their investigations because for example, there is no or insufficient injustice to justify
continuing the investigation.

                                                    63
Stage 1 complaints

So far, there have been 124 stage 1 complaints compared to 157 for the whole of
2009/2010.

The upheld rate has reduced from 47.77% in 2009/10 to 35.3% which is a positive
indicator that more right decisions are being made at the request for service stage.

Stage 1 complaints responded to in target cumulatively is 78% compared to our 75%
target. The Customer Service Team continues to send reminders on a weekly basis
to managers on any outstanding complaints.

Stage 2 complaints

There have been 34 stage 2 complaints so far compared to 38 in 2009/2010. On
occasions, it may be necessary for a complaint to be investigated at stage 2 of the
procedure without it going through the stage 1 process. So far, 4 complaints have
progressed straight to stage 2.

The upheld rate has increased from 14.29% in the first six months to 17.65%. This is
still lower than the upheld rate in 2009/2010 which was 36.84% and is a very positive
indicator that more right decisions are being made at stage 1. The stage 2 upheld
target is 19% and we continue to monitor performance against this target.

It is excellent to see that 100% of stage 2 complaints were responded to within target
in October and December. November’s response performance was low at 42.86% in
target due to staff absences and some cases being of a complex nature.
Cumulatively this is 69% which is lower than the 90% target. The Customer Services
Team is fully staffed again and this area will be monitored closely.

Ombudsman complaints

We have received 10 ombudsman complaints so far in 2010/2011 which is high
compared to 10 received for the whole of 2009/10. Six investigations were repair
related, 3 were housing management and one lettings. All of these have been
through stage 1 and or 2 of the complaints procedure.

The Ombudsman has investigated 7 of these complaints informally which is different
to how they have investigated in previous years. However, at the end of their
investigation a judgement has been given. Despite an increase in investigations it is
pleasing that all of the judgements so far are no maladministration. 1 complaint
judgement remains outstanding.

The other point to note is that there have only been 5 premature complaints made to
the Local Government Ombudsman which is very low compared to 2009/2010 when
we had 15 over the year.


Compliments

It is excellent that we have had 445 compliments so far which already exceeds the
number received in 2009/2010 – 381.
                                          64
   9. Financial Monitoring

     Housing Revenue Account Financial Position

BUDGET MONITORING As at 31st December 2010

        The latest forecast outturn shows an improvement of £0.115M in the financial
        position compared to the approved budget.

        The major variations are outlined below:-

Reduced Costs/Increased Income

          •   A reduction of £0.050M in the provision for bad debts due to lower rent
              arrears and other debts than projected.
          •   Lower capital financing costs of £0.185M due to reduced interest rates
              together with the impact of savings and rephasing on the Council
              Housing Capital Programme

Increased Costs/Reduced Income

          •   An increase of £0.077M in Supervision and Management costs due
              largely to abortive fees on Local Authority New Build where clean title
              on land for the proposed Lacewood scheme could not be achieved in
              the required HCA (Homes & Communities Agency) timescales
          •   A reduction of £0.055M in Investment Income due to lower interest
              rates.

Repairs and Maintenance

 To date the repairs budget has been showing a large predicted underspend for
2010/11. However the severe weather during late November and December has
lead to a significant increase in repairs orders due to heating failures and burst water
pipes. Whilst it is anticipated at this stage that the costs can be contained within the
 approved budget this will not become clear until costs are fully processed on the
financial systems. In addition the resilience of the budget to the impact of any further
severe weather is much reduced.

Overview

An amount to fund the approved budget deficit of £5.140M is earmarked within the
HRA Working Balance.

The latest forecast outturn shows an improvement of £0.115M in the financial
position. Should this projected sum be realised it will be available to mitigate the
position on the repairs budget, if required.




                                           65
      Housing Investment Programme

As at 31st December 2010 planned payments within the 2010/11 Housing capital
programme total £45.248M of which £13.604M is anticipated to be spent in 2011/12. This is
summarised in the table below.

Table 1: Capital Programme as at 31st December 2010

                        2010/11              2011/12             Total
                          £M                   £M                 £M
 Estimated
 Payments as at          36.520               8.520             45.040
 30th September

 Variation               -4.875               5.083              0.208


 Estimated
 Payments as at          31.645              13.603             45.248
 31st December


Major scheme within this total include Decent Homes (£21.497M), New Build schemes
(£8.797M) New Lodge and Worsbrough regeneration (£2.136M & £2.969M respectively),
Planned Replacement Programme (£2.261M) and Major Adaptations (£1.874M).


Variations in Planned Payments

Decent Homes Programme

There has been rephasing of £3.125M across the decent homes schemes. Savings have
been identified on the Wombwell and Kendray schemes, these have been partly offset by
increased costs at New Lodge. Following negotiations with contractors, adjustments have
also been made to a large number of old year schemes and final accounts. The latest
information indicates that outturn costs will be lower than anticipated on a large number of
schemes. Savings have been moved to next year to support the 11/12 programme. Two
further Decent Homes Schemes totalling £0.496M were approved in October to carry out
works to 25 properties at Worsbrough Common and 13 properties at Berneslai Close.

Maintaining the Barnsley Homes Standard Works

Since the last update a new scheme has been approved for £1.816M for 119 properties at
Wombwell. This is the first scheme to be carried out on the Maintaining the Barnsley Homes
Standard Programme (Post Decent Homes) under the new PRIP contract and will be carried
out jointly by Construction Services and Kier.

A Mini Central Heating Programme has also been approved for £0.226M. This is a Borough
wide programme and includes 31 solid fuel to gas conversions, 28 renewals of obsolete
systems and 5 renewals of electric heating systems.

Cabinet on the 8th December approved a revenue contribution to capital of £1.250M from the
HRA repairs budget to contribute to the costs of both schemes.



                                              66
Worsbrough Regeneration

Since the last update a scheme for £0.418M has been approved to carry out energy
efficiency works to properties at Ravenholt, Haldene, Westfields and Swaithdale.

New Build Scheme- Bellbrooke

The scheme costs for the scheme have reduced by £0.677M. The agreed tender sum was
less than anticipated at the time of the bid.

District Heating

£0.400M has been rephased into the 2011/2012 District Heating budget in order to plan for
renewals at the best time to take advantage of government proposed energy grants.

Social Housing Energy Savings Programme

The scheme costs and associated grant funding have been reduced by £0.242M. Surveys
carried out by the Contractors have shown less properties requiring cavity wall insulation
than originally estimated.

Void Replacements

Following the completion of the Decent Homes Programme a specific budget line for void
refusals (properties that become void and the tenant has refused decent homes works) will
be deleted in 2011/2012. These works will be carried out but mainstreamed into the void
replacement budget. Therefore due to less demand on the Void replacement budget this
year £0.200M has been rephased into 2011/2012 to make an allowance for this.


Stock Reduction

This budget has been reduced by £0.100M as it has been agreed to contribute this sum to
the General Fund for the demolition of HRA properties at Main Street in Goldthorpe. This is
part of a wider regeneration scheme in the area that is being managed by the Council’s HMR
team.

Major Projects and Initiatives

Decent Homes £21.497M

The Decent Homes Programme has successfully achieved its completion deadline of
December 2010. From 2011 a new programme will commence which will ensure properties
are maintained to the Barnsley Homes standard.

New Build Schemes £8.797M

Despite best efforts to resolve legal issues regarding land issues at the former Lacewood
School site, it has been acknowledged that the scheme cannot proceed. There is an
opportunity for transferring the grant funding to another scheme and a potential site has been
identified. This will require approval from the HCA and still will require a start on site by the
end of March 2011. Full planning permission is currently being sought, this can take up to 13
weeks, making the timetable very tight.




                                               67
The schemes at Vernon Crescent, Grange Close and Bellbrooke are still on programme to
complete by the end of the March, with the first handovers on Vernon Crescent expected in
January.

The scheme at Lidgett Lane is progressing well and the foundations are being laid. The
anticipated completion date is June 2011.


Worsbrough £2.969M

The boundary works at Bank End, have stated on site and the majority of the works are due
to complete this financial year. The planned energy efficiency scheme to provide external
rendering to non traditional properties in the area has been approved by Berneslai Homes
SMT and is now out to tender.

Since the last update 1 acquisition at Harriets Close has been agreed, leaving 4 remaining, it
is anticipated that a Compulsory Purchase Order will be necessary to obtain the ownership of
these remaining flats.

The conversions at Kenworthy Road that converted 4 1 bedroom flats into 2, 2 bedroom flats
have been completed and let.

New Lodge / Athersley £2.136M

A programme of insulation works to 90 Tarran type properties in the New Lodge area is
progressing well on site.




                                             68
   10. Right to Buy Applications (Barnsley MBC activity)


Table G1
                      Totals for     1st Quarter       2nd Quarter   3rd Quarter   4th Quarter
       RTB
                       2009/10        20010/11           2010/11       2010/11       2010/11
                          91             24                27            12
 New Applications
                          55             18                10            14
   Cancellations
                          6               3                6             1
      Denials
                          30              6                6             10
 Completed Sales
Average Valuation
                       £78,558         £81,833           £77,625      £73,925
 (properties sold)
Average time taken
                      18.72 days      9.19 days        13.65 days    17.17 days
   to Admit RTB


The number of Right to Buy applications have decreased significantly this quarter, with only
12 new applications having been received, compared to the 27 received in the previous
quarter. It is anticipated that applications will remain at a very low level whilst the current
problems within the financial sector and the restrictions on the availability of mortgage
finance remain.

However, there has been a slight improvement in the number of sales completed, up to 10
for this quarter compared to only 6 in the each of the previous three quarters. The projection
for the total number of sales in 2010/2011 was revised down to 26 in the previous quarter.
Although 22 properties have already been sold as at the end of quarter 3 it has been deemed
prudent not to revise the total sales figure again in view of the low numbers of new
applications received. It should also be noted that the very low level of sales will have an
impact on the level of capital receipts for the authority.

The Average Valuation of properties sold has reduced slightly this quarter from £77,625 to
£73,925. (Valuation figures are provided by the Council’s Asset Management section). This
quarter’s average valuation figure does include two flats, which generally command a lower
valuation figure than traditional houses. It should be acknowledged that it is difficult to place
any real statistical significance on the current average valuation figure due to the very low
numbers of properties being sold. However, this trend will continue to be closely monitored.
Of the 10 properties sold this quarter 9 had their discount capped by the maximum discount
rule at £24,000.




                                                  69

								
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