1 Welcome to the THT Annual Report Investing in growth and delivering value.
3 Welcome to the Tenant version of Trafford Housing Trust s Annual Report. You can view and download the full versions of the Annual Report and Value for Money Statement online at or request a printed copy by calling Tenant Annual Report
4 Who we are and what we do. We re a profit-for-purpose organisation with a vision to help create a society free from poverty, inequality and injustice and we re committed to delivering financial, social and environmental value in everything we do. The world in which we work has changed, with many of our customers affected by austerity and welfare reform. In 2015, changes to Government policy removed 280m from our future finances which has increased the challenge of providing affordable housing and helping those who need it most.
5 Yet our commitment to delivering value, investing for growth and generating profit-for-purpose means we re in good shape to do our work and avoid cuts to the services we provide Tenant Annual Report
6 Where the money comes from In , our income was 54.4m. We generated a surplus of 7m.
7 The money we make comes from renting homes, service charges, and building new homes for rent, shared ownership and private sale. RENT We also generate income through external contracts including cleaning, grounds and property maintenance, and by supporting people to live independently in their own homes Tenant Annual Report
8 Five years ago, 8.5% of our income came from sources other than the rent of homes and service charges % 2016 Today, it s almost doubled to 16%... 16%
9 ...and we expect it to rise further as we grow and develop existing and new businesses which support our vision Tenant Annual Report
10 How the money is spent We re investing in a better future and watch every penny we spend, always making sure we get value for money. Out of every pound spent in : 32p 32p went on building new homes
11 29p on improving and repairing homes 29p 6p 6p on improving services 3p on community investment 3p 19p 19p on management costs 9p to repay interest on loans 9p 2p 2p on other costs Tenant Annual Report
12 Providing affordable homes 17,706 people currently live in one of the 8,888 homes we own and manage.
13 This year, 352 people who were inadequately housed became Trafford Housing Trust tenants......immediately moving into a warm, clean and affordable home Tenant Annual Report
14 16 people became property owners through our shared ownership schemes, with one person moving to outright ownership.
15 We built 26 new homes with 247 planned or in construction for rent, 58 for shared ownership and 86 for sale. We ve also been working on our 20m flagship Old Trafford community development Limelight. Along with a health centre, pharmacy, library, nursery and community spaces, Limelight will also provide 81 new extra care homes Tenant Annual Report
16 A better life in a Trafford Housing Trust home We re committed to creating clean, attractive and safe neighbourhoods for people to live in.
17 Anti-social behaviour and hate crime can blight people s lives. So we investigate any reports we receive and are a hate crime reporting centre......as a result last year, we took action and secured 17 injunctions and court orders Tenant Annual Report
18 We also carried out 33,342 repairs and made improvements to the homes of 1494 customers, investing 11.8m to keep our homes in excellent condition. Added to that, we managed and maintained 601,710m 2 of outside space - the equivalent of 68 football pitches...
19 During the year we ran 18 surveys, receiving 6900 responses - feedback that helps us improve our services....and with the help of tenants, we carried out 278 neighbourhood and estate inspections. 83% of customers told us they were satisfied with our overall service. However, in some areas people told us they were less satisfied than last year. We re working hard to understand this and how we can improve Tenant Annual Report
20 Supporting Customers Over 79,315 people used our website to look for a home, manage their tenancy or to find a job.
21 Our customer hub received over 20,000 s......and dealt with 115,867 calls, 80% of which were resolved first time Tenant Annual Report
22 We gave financial and welfare advice to 1762 customers, worth 2.6m and provided debt advice to 172 customers.
23 We believe everyone deserves to get the most out of life and last year helped 5087 customers live independently in their own homes people who need a more supportive environment live in our sheltered and extra care homes Tenant Annual Report
24 We responded to 13,210 telecare alerts and made 2522 visits to people in their homes...
25 ...lifting 912 people after a fall. What s more, we delivered 520 hours of quality home care each month through our registered care service Tenant Annual Report
26 Delivering value for money We re committed to delivering value for money and finding new ways of working that improve the services we deliver while saving money. We compare our costs each year with similar organisations. In some areas our costs are higher, however we ve put plans in place to address this. Comparison shows us that we also invest significant amounts in the maintenance and improvement of our properties.
27 Over the next 12 months we expect to save over 2m. By investing 11.8m in improvements to our homes, we ve increased their value by 35m giving us the ability to build more new homes......and by selling 7 of those new build homes we ve made a profit of 1.7m for reinvestment Tenant Annual Report
28 Our social enterprise which helps people into work, employed 32 people. This included 7 ex-offenders and 4 military veterans. We also managed to protect 345 jobs within our contracts and supply chain.
29 By helping people to remain well and live independently we saved 5.5m in residential care costs and reduced demand on NHS, Emergency and Local Authorities services. As part of our new environmental strategy we ve been trialing electric vehicles and we ve found as well as reducing our impact on the environment we can also save money Tenant Annual Report
30 792,000 was invested in 166 community projects enabling 21,664 people to take part in community activities.
31 By always focusing on delivering value for money and investing in growth every 1 we spend benefits the community by over 3. This means the total value of our social return on investment for the year was 46.8m Tenant Annual Report
32 Investing in a better future
33 In addition to being a social landlord to nearly 18,000 people, we re investing in our property development business, in helping people gain employment and enabling people to live independently in their own homes Tenant Annual Report
34 This year, we worked with tenants and community panels to look at how we can involve more people in planning community investment in Trafford. And we ll be increasing our funding in to 2m. In 2015, we launched our commercial property development brand, Laurus Homes and began to accelerate our house-building programme. Over the next 4 years we plan to build over 2000 new homes across Trafford, Greater Manchester and beyond.
35 Providing affordable housing, building new homes, and improving the quality of existing ones as well as offering new products and services for the people for who live in them will always remain at the heart of what we do......and we ll continue exploring new and innovative ways of working, delivering value for money and investing in a better future to help create a society free from poverty, inequality and injustice Tenant Annual Report
36 Trafford Housing Trust Limited Sale Point, Washway Road, Sale M33 6AG Customer Hub: Disclaimer see THT website. Charity Reg No