Supporting people
Funding Secured
New Move On Accomodation
User Engagement
Services Showcased
Supporting people
North Wales Housing is an established supported housing provider in North Wales and has provided homes and services to vulnerable service users for over 20 years.
Over 300 vulnerable people have been supported, changing their lives for the better. These could be people who were homeless, people with drug and alcohol problems, mental health issues, ex-off enders, people with learning disabilities or young people leaving care.
65 people were successfully moved on to general needs accommodation in the last 6 months of 2015/16.
New move on accommodation for hostel
Ten new much needed high quality move on move on accommodation was created at Plas Llewelyn for homeless hostel Noddfa in Colwyn Bay.
Supporting People funding secured
Thanks to 'Let's Keep on Supporting People' campaign run by Community Housing Cymru and Cymorth Cymru Supporting People funding has been secured for 2016/17 with no cuts to rants. Homeless Grant has also been renewed for 2016/17 with only 2.4% cut
Services showcased to partners
Partnership working continues to be a priority and any further opportunities are considered throuh the Regional Collaborative Committee and Supporting People Forums and networking.
Two regional Supported Housing Showcase events oranised across the year helped highlight to partners the services and support provided to tenants and improve partner working.
Service user engagement
Engagement is an important part of preparing Supported Housing service users for independent living and successful move-on.
A number of engagement activities have gone on over the year that have helped up-skills individuals as well as building their confidence levels. These include art workshops, informal music sessions as well as outdoor activities such as indoor climbing. Healthy living promoted throuh growin and cooking nutritious food
A number of service users have also accessed college courses and sessions with educational consultant have started, building confidence as well as their employability.
- Supporting People
- New Move On Accomodation
- Funding Secured
- Services Showcased
- User Engagement
Talking about Regeneration
Partnership creates new homes in Anglesey
New Homes spark new future for local Rhyl people
Whitegate Road development marks expansion to Wrexham
New tenant, Maria Dawson is delighted
Talking about Regeneration
Growth and development is extremely important to us and our in-house Regeneration Team are continually building award-winning developments and new homes across North Wales.
Twenty new homes were created by the Regeneration Team in 2015 – 2016, from new build properties to refurbishments.
Partnership creates new homes in Anglesey
Five tenants are benefitting from brand new homes to rent thanks to a partnership with North Wales Housing Association, Welsh Government and Anglesey County Council at the Rhes Capel project in Holyhead.
Read Story
New Homes spark new future for local Rhyl people
Six residents benefited from newly redeveloped homes to rent thanks to a partnership between North Wales Housing and West Rhyl Community Land Trust. The properties on John Street in West Rhyl previously housed approximately 12 bedsits and were transformed to 6 high-quality, energy efficient and affordable apartments.
Close to the new community green space Gerddi Heulwen, they are in the heart of the Welsh Governments strategic regeneration area and the first properties to be brought back into use following the regeneration works programme.
New tenant, Maria Dawson is delighted:
"I'm so happy as I'll benefit so much from this beautiful apartment. I suffer with severe arthritis and I lived in a flat on the third floor before so things are definitely going to be much better and easier for me now. I also have access to a garden area too which will be lovely when I'm poorly but want some fresh air. I'm just so grateful."
Read Story
Work continues on another exciting venture in Rhyl, the Afallon development in Abbey Street, Rhyl. The development by West Rhyl Housing Co-operative is in partnership with West Rhyl Community Land Trust. Work has progressed on site and the new tenants have been selected and started their training to become a co-operative member.
Whitegate Road development marks expansion to Wrexham
North Wales Housing ventured into new territory in 2016 – 2016, developing in Wrexham in partnership with Wrexham Council. Work started in Whitegate Road, Wrexham and will deliver 12 rented homes in June 2016.
Read Story
The winners are...
North Wales Housing had a successful night at the regional Local Authority Building Control (LABC) Building Excellence Awards 2015:
- Cae Garnedd, Bangor, North Wales Housing newest extra care scheme won the county and regional Gwynedd award for 'Best Inclusive Design Project'
- Hafod y Parc, Abergele won 'Best Social/ Affordable Housing' for the Conwy region.
- North Wales Housing and Pure Residential also scooped the 'Best Social/ Affordable Housing' for Denbighshire for the recent refurbishment of Plas Penyddeuglawdd, Pendyffryn Road, Rhyl, reputed to be one of the oldest houses in Rhyl.
Pendyffryn Road was also shortlisted for 'Housing-led regeneration' awards at CIH Cymru Welsh Housing Awards 2015 and shortlisted as a finalist and commended at RTPI Wales Planning Award 2015:
"The project demonstrates a substantial improvement in the physical environment turning a long standing eyesore into a positive contribution to the street scene that helps to highlight the history of the area and reinforce local distinctiveness. This has resulted in a productive use of a formerly derelict listed building (the oldest in Rhyl) which meets local needs for affordable and specialist housing and has promoted a sense of civic pride."
Read Story
- Talking about Regeneration
- Partnership creates new homes in Anglesey
- New Homes spark new future for local Rhyl people
- New tenant, Maria Dawson is delighted
- Whitegate Road development marks expansion to Wrexham
- The winners are...
Better Places to Live
Energy Wardens saving tenants money
Sustainable Tenancies
Should not a decent home be a minimum expectation for our older population in Wales?
Maintaining our homes
Better places to live
North Wales Housing are dedicated to providing better places to live for our tenants. This can be by improving the environment they live in, the community around them or by providing support services that aim to improve their lives.
Sustainability
In all aspects of our business we aim to meet the needs of the present without compromising the ability of future generations to meet their own needs.
North Wales Housing has been recognised with a Silver SHIFT (Sustainable Homes Index for Tomorrow) award for the sustainability of their homes, a benchmarking scheme endorsed by the government, analyses the environmental performance of housing associations.
There is a designated Sustainability Officer who works across the organisation and a Sustainability Strategy is being produced to ensure that we are fully aware of the way our actions affect our communities and the wider world; now and for the future.
A significant amount of work is being done across the organisation to reduce our environmental impact:
- External wall insulation works to existing properties
- Switch from electric heating to gas to significantly improve the energy efficiency and reduce bills for the tenants
- Solar PV panels have been installed to provide solar power to 48 new build homes
- Installing LED lights in all communal areas and energy efficient boilers in homes and offices
- Energy efficient options are being installed when replacing e.g. using water saving baths; dual flush toilets; energy saving lighting; double glazed windows; external wall insulation.
- Started a review of the energy consumption and related issues at the three Extra Care Schemes
- Working closely with Natural Resources Wales on flood evacuation plans
Energy Wardens saving tenants money
We are part of the Energy Wardens Project, led by Grŵp Cynefin which delivers energy saving advice to tenants in their homes. In 2015/16 the project has worked with tenants in Anglesey, Bangor, Bethesda and Caernarfon.
- 147 home visits were carried out, during which questionnaires were completed enabling the energy wardens to support and advice tenants regarding methods of energy efficiency and energy behaviour
- 137 'Warm Home Discount' applications were successfully submitted with a value of £19,180
- 70 tenants on Anglesey were referred to the Welsh Water Help U scheme
- We estimate that the advice from the Energy Wardens has achieved a saving of 81,950 kg of Carbon per annum
The scheme is being expanded to Conwy for 2016/17 with the Energy Wardens providing their services to tenants in Llandudno.
For more information about the project visit our website here
Sustainable Tenancies
We are dedicated to making sure tenants can sustain their tenancies, assessing possible new tenants are before they are given their new home.
There is also a team at North Wales Housing who provides advice and support to tenants on financial inclusion and debt advice.
For every £1 that we invest in the financial inclusion and debt advice service tenants benefit £3.70. 72% of tenants were satisfied with advice and support on managing finances, and 71% of tenants were satisfied with advice and support claiming benefits.
A Tenancy Sustainment Officer has now been employed to help support sustainable tenancies further.
Should not a decent home be a minimum expectation for our older population in Wales?
North Wales Housing offer a number of affordable housing options for those aged over 55 across North Wales, designed to encourage independent living. We have developed an expertise in provision of Extra Care Housing, with now 3 schemes across North Wales.
Loneliness and isolation was a theme adopted from Ageing Well Wales across all schemes over the year. A wide range of activities have been delivered to reduce loneliness and isolation, creating 'community hubs'. Partner working such as with Bus Stop Community Project who carried out craft workshops and IT awareness session with residents.
Maintaining our homes
We have an in-house Repairs Team who carry out repairs to tenants homes.
The Repairs Team celebrated their 5th birthday in December 2015. The service was previously contracted out. When the contractor went out of business in December 2010 North Wales Housing decided to bring the service in-house saving 8 jobs just before Christmas.
The Repairs team have since gone from strength to strength, now employing a team of 20. Five of those originally employed are still with us today.
Planned Replacement and Improvement Works
North Wales Housing have to maintain the quality of our homes according to Welsh Housing Quality Standard (WHQS), a national standard of quality for homes set by the Welsh Government.
As our homes gets older we may need to replace or improve items such as bathrooms, kitchens and doubling glazing to make sure they reach that standard.
Social Enterprise
At North Wales Housing we believe in the transformational role that social enterprise can play and we have been awarded with the Social Enterprise Mark.
Find our more
Collaboration
We have collaborated in a Conwy-based group of social enterprises called Social Enterprise Business Solutions (SEBS) and this coalition has been successful in achieving Social Enterprise Place status for Conwy.
North Wales Housing are also part of North Wales Together, a partnership whose aim it is to create full time sustainable jobs for people who have been in prison, by bringing empty homes back into use with the aim of reducing re-offending.
Rakes and Ladders
Since its launch in 2014 Rakes and Ladders, our in-house grounds and maintenance team, has helped create 8 new jobs for long term unemployed, including 2 apprentices and 2 trainees. North Wales Housing have invested in their development, with apprentices and trainees working towards qualifications in horticulture.
The in-house team has also encouraged communities to come together through gardening, helping develop gardening club in Older Persons schemes as well as taking part in planting days at some of our estates.
Satisfaction levels for our grounds maintenance service has also improved:
"I must express congratulations for a first class job from Rakes & Ladders. I was impressed by their work ethic; they set goal for the day and stuck at it until achieved."
Adrian, resident
"I want to congratulate you for all the hard work with Rakes & Ladders. The team made such a difference to the grounds in such a short time. They're a credit to NWH. I look forward to the summer as I know we'll have a fantastic garden that everyone will be able to enjoy."
Cheryl, Llys y Coed
They were also shortlisted for 'Best social enterprise' at CIH Welsh Housing Awards 2015.
- Sustainability
- Energy Wardens saving tenants money
- Sustainable Tenancies
- Should not a decent home be a minimum
expectation for our older population in Wales?
- Maintaining our homes
- Planned Replacement and Improvement Works
- Social Enterprise
- Rakes and Ladders
Engage, Listen, Act
Events and activities
Residents' Advisory Panel
Young Housing Network
Bus Stop Project
Engage, Listen, Act
We have a Local Tenant Participation Strategy called "Engage, Listen, Act" which is strengthening our tenant engagement and the 'tenants voice' in the shaping of our services.
Our aim is to improve our services by fully involving tenants in developing and influencing how services are provided.
We do this through events and activities, groups such as the Residents' Advisory Panel, the Sounding Board and through partnership working with 'Going it Alone / Young Housing Network' and 'The Bus Stop Project'.
New initiatives such as 'Personal Development Grant' and 'Community Fund' have also been set up to help individual tenants or voluntary, community, recreational or residents groups.
Events and activities
We organise a number of events and activities to engage with a wide selection of tenants. Since April 2015, 439 tenants have engaged with us.
These events and activities should give tenants the opportunity to get involved at North Wales Housing and improve the quality of life in communities in which our tenants live. They can also give the opportunity to learn and develop new skills.
Events can include focus groups, half term/summer activities on our schemes, and supported housing activities such as gardening projects.
Residents Transform Disused Land into Wildflower Garden
Read story
Residents in Ffordd Eithinog and Lon Mieri in Bangor have transformed a disused piece of land into a wildflowers and a meadow garden.
Ann Williams, Wildlife Gardening Project Leader for North Wales Wildlife Trust led an information session for residents before they took part in the planting of the wild flowers with NWH staff and North Wales Wildlife Trust volunteers.
Plants, Pots, and Patios
A workshop was held at Maes y Llan on winter bedding plants and hanging baskets. It was an opportunity for staff to engage with tenants and consult on various issues.
The Big Plant
A day of planting daffodil bulbs was arranged at Cae Bold in which staff and tenants would do the planting together. Rakes and Ladders were also on hand to provide free gardening tips and it was also an opportunity to consult on various issues.
Customer Journey Mapping Consultation – Improving Customer Services
To understand how tenants feel about the customer service they receive from NWH a Customer Journey Mapping consultation was undertaken.
41 tenants were interviewed on a one to one basis and were asked what 'touch points' they had with North Wales Housing. From these interviews 78 journeys were recorded.
Residents' Advisory Panel
The role of the Residents' Advisory Panel is to act as a 'critical friend' challenge to executive policy makers and decision makers, and enable the voices and concerns of residents to be heard.
The Panel meets on a monthly basis alternating between Bangor and Llandudno Junction and has 8 members. Over the year the Panel have been involved in:
- Monitoring and providing comments on our quarterly performance reports
- Providing input on our Sustainability Strategy
- Reviewing our Tenants Handbook
- Reviewing products used by our Planned Maintenance team e.g. kitchen worktops
- Reviewing North Wales Housing Website
- Self-evaluation
- Digital First Project - Three members of the Panel were part of a project team alongside staff looking at the services we provide digitally. The Tenant Portal has been developed which is a free online tool for tenants to log in and access information relating to their home.
- Improving Customer Service Project
Since April 2015 two members have moved onto the Landlord Services Board.
The RAP have been presented with tablets to support their work as members. The tablets will be used to read reports before meetings as well as to help them carry out research.
Panel member Roger says:
"Being a member of RAP helps me develop my social and communication skills in a friendly and relaxed atmosphere whilst, at the same time, helping to improve the efficiency of NWH and also the quality of life of its tenants"
Sounding Board
The Sounding Board is a database of tenants who are interested in acting as a 'reader' of leaflets, forms, policies etc. and providing feedback. Members of the Sounding Board are also able to take part in occasional surveys, focus groups, and hear about new ways of getting involved as they develop.
There are currently 37 tenants on the Sounding Board database, although we are publicising on an ongoing basis to increase awareness and membership.
The Sounding Board have participated in the following:
- Participated in the Sustainability Strategy consultation
- Website focus group
- Improving Customer Service Project
- Newsletter workshop
Sue from Llandudno said:
"I really enjoyed taking part and I think it's empowering to be involved; I met friendly new people, felt like my opinions were listened to and appreciated AND my travel expenses were paid!"
Going it Alone / Young Housing Network
This is a partnership project with Cartrefi Conwy, Grŵp Cynefin, and the Bus Stop Project aimed at young people. Young residents of North Wales Housing and the other two social landlords participate in the Young Housing Network meeting on a fortnightly basis working on various projects.
The Network had 7 participants with 2 being North Wales Housing residents.
Sam said:
"I think it was really good and I made some new friends. More information is needed on housing as they treat you like you know everything when you have no idea."
The group have developed a 'Going it Alone' board game. The game has been developed to help young people learn about life skills such as budget management and living costs. The Board game is now due to be rolled out with training being provided to organisations to use it as a learning tool with young people.
Read story
The Project won Campaign of the Year at the CIH Welsh Housing Awards in November 2015.
Following consultation with the young people, the website has now been developed and is now available as a resource http://www.goingitalone.co.uk/
The next step of the Project will be to arrange a Youth Event that will promote the Young Housing Network and attract new members.
Bus Stop Project
The Bus Stop Project is a mobile community development project which is free and confidential. North Wales Housing is a project partner along with Grŵp Cynefin, Cartrefi Conwy, and Conwy County Borough Council.
The Project offers a wide range of services and opportunities, including:
- Informal and accredited learning for those wanting to gain new skills, including CV writing, interview techniques and confidence building
- Information and support on relevant topics; including benefits, health and wellbeing and your rights
- Opportunity to take part in local community projects
- Projects that encourage young people to positively engage in their communities
- Opportunities for people to share their thoughts and feelings on their local communities
- All the above can take place from the Project's vehicle which can be parked right outside people's front doors or any other convenient location.
Since October 2015 the Bus Stop Project has delivered the following projects on behalf of North Wales Housing:
Parc Clarence summer project
A variety of themed activities each week on the estate which all consisted of a fun and educational element. The sessions were carefully planned and delivered in order to improve the young people's skills and confidence.
Cae Garnedd Extra Care Scheme
Bus Stop delivered a mixture of sessions including a planting session, bingo, a couple of arts and crafts sessions, a quiz and coffee morning to end the project.
The aim of the project was to run fun and informal sessions with the residents to target social isolation. Encourage residents to positively engage within the extra care scheme. Give opportunities for the residents to share their thoughts and feelings on their community and living area.
Maes y Llan Anti-social behaviour
The main aim was to reduce ASB on the estate by engaging with as many young people as possible. Bus Stop aimed to raise awareness of how ASB can affect not only them, but their family and wider community.
Half Term Halloween activities
During half term period Bus Stop were asked to organise Halloween activities with the young people of Heol Dirion, Maes Myrddin, and Parc Clarence.
Christmas Activities
Bus Stop ran a number of Christmas craft sessions leading up to the Christmas holidays on Heol Dirion, Maes y Llan, and Parc Clarence. Young participants were able to take a homemade Christmas decoration home to their family.
Digital Inclusion Taverners Court
Bus Stop ran IT drop-in sessions at Taverners Court, Sheltered Housing scheme in Llandudno for those aged over 60 . The sessions provided residents with the opportunity to learn more about emails, how to connect to wifi, Facebook privacy settings, connecting a printer, downloading apps, internet shopping, using ipads, and windows 10.
Personal Development Grant
Our Personal Development Grant has been developed to tackle financial barriers that may be preventing our tenants from accessing education, training or employment.
5 Successful applications have been received with one being from a tenant called Helen in Menai Bridg:
"The personal Development Grant has allowed us get one step closer towards opening our small business. Without it we would have taken may more months to get all the equipment we need. We were approved for nearly £250 to get a shrink wrapper in order to preserve, protect and present our product. It was very straightforward to apply for and I managed to do it all over email, and it was finalised very quickly. I was expecting huge stress and hurdles and got the opposite. "
Robin in Conwy who is studying Art and Design at Coleg Llandrillo –
"I am an art student at Llandrillo College and I have been really stuck for art materials, I was struggling to keep up with the tutors demands and falling behind on my art work but thanks to North Wales Housing I was given a grant to buy some art equipment. I am truly grateful for this and not sure what I had done without this."
Tracy in Colwyn Bay:
"I decided that instead of years of dead end and seasonal jobs I would like to work in the NHS, and wanted to start studying a Level 3 Medical Administration Course full time. I'm a single mum on benefits and would not have been able to get on the course without the grant"
Community Fund
Our Community Fund programme has been developed to provide funding to assist voluntary, community, recreational or residents groups that are based in the counties ofConwy, Gwynedd, and Ynys Mon.
Small grants have been awarded to 4 community groups. One of the successful applicants has been the Friends of Llanfairfechan Community Library group. They have taken over running of the library and are providing a mobile library service to the Llys y Coed Extra Care Scheme. The group are also keen to promote the courses being run and the IT equipment available to use in the library.
Other successful applicants were:
- Penfoodbank
- Mochdre Juniors
- Llandudno FC
- Deganwy Play and learning
- Conwy Thunder Wheelchair Basketball
- Junction TRAKZ
Helen from Junction TRAKZ said:
"I am writing to say thank you to North Wales Housing for supporting Cyffordd Llandudno Junction Trakz in their project to put on Busking Street Festival with Fringe Events. We endeavour to be inclusive of all the elements of community that make up our now sprawling little town."
"It is good that North Wales Housing sees the importance of getting involved with community events, especially ones which include and benefit their tenants. This makes a great contribution to social cohesion and wellbeing within the community."
- Engage, Listen, Act
- Events and activities
- Residents' Advisory Panel
- Sounding Board
- Going it Alone / Young Housing Network
- Bus Stop Project
- Personal Development Grant
- Community Fund