Hyde Quality Standard Changing the way Hyde modernises homes

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1 Hyde Quality Standard Changing the way Hyde modernises homes

2 Hyde - Property Services Director of Property Services James Shaw Contract Manager Jon Willis

3 Aims of this Masterclass Overview of Hyde The journey we ve been on The Hyde Quality Standard: - Why - What - How - Benefits Opportunity to ask questions

4 Hyde fast facts Key figures: Hyde Housing Association was founded in 1967 Annual turnover: 351m Assets: 3bn Homes: 51,000 Residents: 105,000 Staff: 1,300 Our social purpose Hyde is a social business the profit we make is used to build more homes for those left behind by the market Our Vision A great home for everyone Our Mission To provide more people with a roof over their head so they can make a home

5 Hyde Future Over the next three years, we aim to build more than 1,500 homes a year; raise customer satisfaction with repairs; be the employer of choice in the housing sector and generate 31m of profit annually Continual Growth and Delivery of Excellent Services Making us the Housing Association of First Choice To become nationally recognised as a Lead Organisation for Housing Services

6 Hyde Before Audit Commission short notice inspection in 2010 adverse findings and was the catalyst for major transformation: One Hyde One Vision Change Programme

7 Hyde Before Property Services had 7 operating business units across the South East Differing T&C s stock transfers Differing standards in each business unit Lack of consistency/silo working in terms of policy and procedures Over 500 contractors across the Group Mixed performance and lack of consistent scrutiny

8 Hyde Successful transformation 2013 Property Services moved from 7 operating business units across the South East into one centralised directorate New Group contractors appointed on long-term contracts New staffing structure with 1 Property Services team New Group-wide policies and procedures Consistent KPIs across the Group Standardised contract management The basics in place but further improvement required..

9 The start of the journey towards HQS Traditional OJEU tender award for Internal Works Package Oct Year Term + 4 Year Extension Keepmoat Regeneration London, Peterborough & Kent Hyde Property Services (HPS), our DLO South Coast After successful delivery in year 1 Hyde wanted to move delivery to the next level

10 Move to Open Book Successful delivery under original contract agreement Move towards a higher, more inclusive, less administrative programme Contract Variation Oct 2015 Our goal to offer Unpresented Choices at inclusive market rates

11 Demand Led Replacement (DLR) As part of our Asset Management Strategy we developed a common sense approach and DLR was born: Moves away from traditional programmes, geographical areas and lifecycles of investment making smarter use of investment funding Deliver of improvements in areas and locations where need is greatest Move towards replacement driven by condition, and serviceable remaining life Works are identified following a request to inspect a property and not just an age trigger Initiative significantly reduces wastage by replacing only when required Agile working practices introduced for contractors

12 DLR Referral Process Repair vs Replacement - Value of works estimated in excess of 1,000 Prevents Responses Contractor from developing unapproved replacement programmes. Driven by responsive repairs teams Responsive Surveyor submits request with details and images to DLR referral in box Contract Manager reviews & approves

13 Hyde Quality Standard (HQS) Following pressure to be more efficient and get more for less, we reviewed our traditional Planned Maintenance Delivery Models based on life cycles and developed the Hyde Quality Standard The standard is a real game-changer in relationship management, giving residents unprecedented choice when their homes are being modernised The standard involves residents fully in the replacement of their bathrooms, kitchens, giving them wider choice and allowing them to pay to upgrade certain items or to supply their own, fitted at no extra cost The standard is an innovation, cleverly designed to provide Residents with a wide range of choice at no extra cost to the organisation

14 Hyde Quality Standard (continued) We wanted our residents to have the same level of choice and quality of kitchen and bathrooms as a homeowner in the private sector We looked at what we were providing and set ourselves the challenge of offering the best in class but at the same price We receive credits for any materials not used from our contractors through our open book approach Clear commitment from us to our residents in providing long term investment in our properties

15 Programme Generation We don t have a programme / we do have a programme? Property pool Move from in House surveys to Contractor inspections at no extra cost validation surveys Photographs and surveys Review and deliver Resident Liaison Officer provided by contractor

16 Exclusion Checks We look to deliver targeted investment in properties where good tenancies have been maintained. Modernisation will not take place if: 1. There is an outstanding Notice of Seeking Possession 2. There are outstanding rent arrears 3. There is an outstanding right to buy or right to acquire application 4. Access to the property for the purpose of undertaking essential maintenance, including compliance checks (gas) has not been given 5. The property is being assessed for disposal

17 Exclusion Checks (continued) Modernisation will not take place if: 6. Where a replacement component is needed as a result of resident neglect or damage. We will recharge residents for the cost of these items 7. On the basis of antisocial behaviour, either a relevant order or suspended Ground 2 or 14 possession order is in force, or an application is pending before any court The only exception to these criteria is if work is needed because of a health and safety issue

18 HQS Choice Brochures

19 HQS How the choices work 1. High level base specifications Residents add their personal touch at no cost, with a wide choice of fixtures and fittings available, kitchen worktops (with mason mitres) and bathroom taps, tiles 2. Adding that personal touch - Co-specification Residents supply their own items or materials, such as tiles, taps, kitchen sinks and bathroom suites all installed at no cost to them. For instance: Wall tiles, paint, taps, extractor fans, blinds

20 HQS How the choices work (continued) 3. The chance to enhance - Right to upgrade Residents pay for higher specification options, including whirlpool baths, heated towel rails and full height wall tiling, saving the cost to Hyde of what was going to be fitted Kitchen - Tall larder units, wine racks, chrome sockets, under-unit lights Bathrooms - Whirlpool baths, vanity units, heated towel rails

21 HQS Kitchens

22 HQS Kitchens

23 HQS Bathrooms

25 HQS Video

26 HQS - Benefits to date Offers unprecedented levels of choice for residents Reduction in void turnaround, costs and number of recorded new voids Properties are now seen as more desirable than others 2000 residents have benefited from HQS to date Rental income has increased where previously arrears were present Clear evidence of residents taking great pride in their new installations has contributed to a reduction in routine repairs Embraces our partnership approach with contractors

27 HQS Savings and Efficiencies Savings resulting from move to Open book rates - 580k pa Shared savings resulting from Open Book Audits - 30k pa Material Savings resulting from HQS Choices - 12k pa Savings made from DLR assessments k pa Savings made from DLR approach - 1m Recovery of arrears from tenancy checks - 100k pa Voids average reduction in void costs of around 500 per property representing a predicted 10 year saving of 500k Overall financial savings to Hyde: 2M pa

28 HQS Hallmark moments

HQS The next stage HQS has now been introduced with

and improved selection of door and window styles,

door and frame colour, varied patterns, glass

29 HQS The next stage HQS has now been introduced with our window and door replacement programmes A wider and improved selection of door and window styles, furniture and glazing Choices include alternative door and frame colour, varied patterns, glass styles, handles and letter box designs Right to upgrade choices

Awards, Compliments & Resident Satisfaction Finalists NHMF Best Customer Impact Awards 2016 and 2017 Finalists UKHA Outstanding Approach to Repairs &

30 Awards, Compliments & Resident Satisfaction Finalists NHMF Best Customer Impact Awards 2016 and 2017 Finalists UKHA Outstanding Approach to Repairs & Maintenance 2017 Independent resident satisfaction of 4.5 out of 5 - residents are extremely happy with their new installation and the service provided

31 What our residents say When we had our new kitchen installed, we decided to supply our own tiles and some appliances, which were installed at no charge. My new kitchen is amazing I m really happy with it. Maxine Robson, Hyde resident, Orpington HQS gives you what you want, not what they want you to have. John O Leary, Chair of Hyde s London Resident Assurance Group We now have a kitchen to be jealous of - just ask the neighbours! Hyde resident

Press & Media CIH article TPAS Awards - Proud of working partnership with @Keepmoatgroup,

32 Press & Media CIH article TPAS Awards - Proud of working partnership helping to deliver Hyde Quality Standard through award-winning apprentice scheme Kick-start

33 Social Media

34 Digital Inclusion Encouraging residents to interact with us online HQS webpage Hyde App Contractor portals Our aim is to move the entire process online: from approval to design and installation Facebook:

35 HQS To Recap HQS is a real game-changer in relationship management, giving residents unprecedented choice when their homes are being modernised The standard involves residents fully in the replacement of their bathrooms, kitchens, giving them wider choice and allowing them to pay to upgrade certain items or to supply their own, fitted at no extra cost It is a unique process We have made significant savings along the way

36 Discussion / Question and Answers

37 Thank you James Shaw Director of Property Services Jon Willis Contract Manager

Tenants Leading Change

Tenants Leading Change An investment not a cost: The business benefits of tenant involvement March 2015 Department for Communities and Local Government Nic Bliss, Blase Lambert, Carole Halfacre, Trevor