Annual Report

Our Performance 2010/11

Shaping the future

Welcome to this year's Annual Report highlighting numerous examples of our success. It is now nearly eight years since the stock transfer and we continue to use our experience to provide homes and build communities where people want to live. We will develop nearly 600 quality new homes over the next four years to meet the challenge of an ever increasing need for affordable housing.

We aim to be at the forefront of customer service delivery and our staff, Board members and key stakeholders will be working together to develop effective partnerships to help achieve this. It is pleasing that our programme of customer engagement and actively listening to customers is driving forward real service improvements and generating increased resident satisfaction.

We are proud of our contribution to local communities, with 84% of our customers satisfied with their areas as a place to live, compared to 77% the year before. This year we have helped young people to access employment, encouraged safe cycling, supported the development of healthy living initiatives and community gardens to further enhance our neighbourhoods.

Despite the difficult economic environment we have no intention of standing still. We have ambitious plans to improve our services, develop new homes and build on our work in the community. A combination of new business growth opportunities, greater financial strength and the ability to drive forward our performance culture will be critical to our success.

We hope you enjoy reading about our achivements as we look forward to another busy and exciting year for Golding Homes.

Peter Stringer, Chief Executive

Roger Ford, Chair

A good year

This is a review of our year, looking back on the things we have done well and identifying the things we need to improve on as we work to provide better homes and communities. 

In the last year we have developed the Golding Standard, a number of local offers and services, based on the needs of our customers and developed in consultation with many of them.  

We are constantly seeking improvements, building strong foundations in a challenging environment ahead.

Over the past year we have been working hard to improve opportunities for customers to work with us, to tell us what they think, and how we can improve. We understand it is important for customers to feel their feedback is listened to and acted upon. Click on the link to see some examples of how customers have influenced our decisions.

See the whole page - A Good Year (726KB)   (opens in new window)

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The Golding Standard

As we promised, we have worked with customers to develop services we are proud of. These services have been developed to serve local needs, offering a higher standard of service where customers told us it mattered most. All of these services have been launched in the past year and our new leaflets set out detailing information for customers.

• Witness Support - Customers told us we could do more to support people giving evidence against serious anti social behaviour. Take a look at our leaflet Witness Support (827KB)
• Cleaning -  We have increased our cleaning services, working on the quality of the service provided and training our staff. Our Caretaking and Cleaning leaflet gives information on standards and audit checks.
• Help when it's needed - We have improved our Handyman and Decorating services. More information can be found by reading the leaflets for these services Handyman.pdf (2801KB)  and Decorating Service.pdf (3407KB)
• Listening to customers - Get Involved.pdf (811KB)

See the whole page - The Golding Standard (726KB)  (opens in new window)

On Board

We are governed by a Board of Directors. Following consultation two years ago, our Board members are now paid. This recognises the time and professional skills they give to us, and our increasing expectations of what they do.

Customer Diversity

We recognise that everyone is different and we work hard to deliver the services which are right for our customers' individual needs. We know that 45% of our customers are aged over 55, so we have been building bungalows, refurbishing sheltered housing schemes and developing homes suitable for older and disabled people.

See the whole page - On Board, Customer Diversity, Value for Money (726KB)  (opens in new window)

Out and about

We have been actively working to support our communities, often working in partnership with locals groups and other organisations. We focus on encouraging healthy lifestyles, engaging young people, ensuring access to money services is available and improving local communities.

Last year we gave

• £12,550 to Maidstone Mediation to support their work
• £3000 to Maidstone Citizens Advice Bureau to support their work
• £84,596 to local neighbourhood initiatives 

In addition to our award-winning Community Chest Fund gives small grants to local groups. More information can be found in our leaflet Community Chest Fund (1139KB)

See the whole page -  Out and about (726KB)  (opens in new window)

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At home

Every year the cost of managing our business is compared to similar organisations using a 'cost per property' calculation. Last year our cost per property was £355.70 (£349.30 the year before). This is very good compared to other similiar housing associations. We always aim to keep costs down where possible.

Other ways we have saved money and improved services and homes:-

• We spent approximately £8million on planned home improvements, including modernising bathrooms and kitchens, replacing heating systems and rewiring
• Analogue TV will be swtiched off in June 2012. We are on target to complete the work needed to around 2600 homes by the end of March 2012, well ahead of the switch off date.
• Our Welfare Benefits Advisor helped over 650 people. These customers received almost £440,000 of benefit they were entitled to
• When people are about to move into a new home, we show them a short film explaining our responsibilities and those of the tenant.
• Last year we built 62 new homes and let 494 during the year. We use the Kent Homechoice system.
• Our customer satisfaction rates remain high with 81.6% of tenants reporting they are very or fairly satisfied in our 2010 survey.

See the whole page -  At Home (726KB)  (opens in new window)

Home Matters

• Rent - We set our rent in line with nationally set rent formulas and targets
• Firm but fair - Compared to other landlords we have very low levels of rent arrears. At 31 March 2011 our arrears percentage of rent debit was 1.58%.
• Gas Safe - The percentage of homes with a valid gas safety certificate did not fall below 99.5% during the year, and was at 100% at 31 March 2011.
• Listening and Learning - We take customer complaints very seriously. Last year we received 99 formal complaints. Most of these were resolved at the first stage but 12 had to be referred to a senior manager to resolve. We responded to 88% of all initial complaints within 10 working days.

See the whole page -  Home Matters (726KB)  (opens in new window)

In Communities

• Looking Up - We have been investing in community improvements including improving our cleaning services, landscaping and improving car park areas as well as encouraging community groups.
• New Services, new staff - Through the Future Jobs Fund we have offered five roles to young people, giving them essential work experience. Roles were provided in office administration and housing services, as well as grounds maintenance and decorating.
• There when you need it - There are over 1800 Lifeline alarm systems installed in homes across the area. For more information please take a look at our leaflet Lifeline (454KB)

See the whole page -  In Communities (726KB)  (opens in new window)

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Financial Information

See the whole page -  Financial Information (726KB)  (opens in new window)

Click the link below to open the PDF file of the full report, this will open in a new window. If you would prefer to receive a hard copy please contact us on Freephone 0800 923 2700.

Annual Report 2011 (681KB)  (opens in new window)

More information

Our Performance Matters page is regularly updated with our current service against targets.

Previous Annual Reports

Our first Golding Homes Annual Report

 Annual report 2010 (1649KB)  (opens in new window)

These Annual Reports were published when we were called Maidstone Housing Trust.

Annual Report 2009 (new window) (1638KB)

Annual Report 2008 (new window) (2969KB)

Annual Report 2007 (new window) (1945KB)

Annual Report 2006 (new window) (3072KB) – traditional format

Calender & Annual Report 2006 (new window) (2662KB) – annual report in a calendar format, featuring images of tenants

Annual Report 2005 (new window) (9011KB)

Last updated: 18 January 2012