The Hyde Group Annual Review 2009/10 - Hyde Housing Association

The Hyde Group 

Annual Review 2009/10 

The Hyde Group | Annual Review 2010 

1

Improving people’s lives • Putting customers first • Providing decent affordable 

ousing • Regenerating communities • Improving people’s lives • Putting customers firs 

Providing decent affordable housing • Regenerating communities • Improving people’ 

ves • Putting customers first • Providing decent affordable housing • Regenerating 

mmunities • Improving people’s lives • Putting customers first • Providing decen 

ordable housing • Regenerating communities • Improving people’s lives • Putting 

stomers first • Providing decent affordable housing • Regenerating communities 

proving people’s lives • Putting customers first • Providing decent affordable housing 

Regenerating communities • Improving people’s lives • Putting customers first 

roviding decent affordable housing • Regenerating communities • Improving people’ 




























2 The Hyde Group | Annual Review 2010 

roviding decent affordable housing • Regenerating communities • Improving people’

t 

s 

t 

• 

• 

s 

t 

• 

“ 

The contractors were very good indeed. 

They told us what they were doing and by 

what time – and that’s just what they did. 

Kathleen Beer” 

The Hyde Group 

Annual Review 2009/10 

See pages 8-13 for how we are 

putting customers first 

• 

s 

t 

• 

• 

s 

t 

• 

• 

s 

t 

• 

“ 

I felt both humbled and privileged 

to have a road named after me. 

George Bray” 


regenerating communities 

“ 

The regeneration of the estate has 

not only improved residents’ homes 

and the local environment, but also 

the life chances of people living here. 

Kate Gordon ” 


providing decent affordable housing 

“ 

I learned a lot about Parliament 

and what the Lords do, and even saw 

Lord Alan Sugar. I was really pleased 

to be nominated for this trip and 

definitely want to get involved more. 

Kane Hempson ” 


improving people’s lives 

• 

s 


3

We did well, but will 

strive to do even better 

The past year has been a demanding but 

hugely rewarding time for all involved in 

the Hyde Group. Despite the challenging 

economic situation the organisation 

continued to make a lasting difference 

to the lives of those people we provide 

housing and other support services to. 

Making people happier and supporting 

communities to grow stronger drives 

our work. We provide a wide range of 

services to all our customers and build 

housing to meet their needs. Central to 

all we do is to involve residents. A major 

step forward was made last year with 

the appointment of a Head of Resident 

Engagement. This fresh focus will 

energise the resident voice throughout 

the Group and ensure their wishes are 

met in improving all our services. 

As well as the provision of services to 

those who live in the over 45,000 

homes that we manage, we provide 

additional help by: 

• Giving people training and 

employment opportunities; 

• Adapting homes to make them 

more comfortable and 

appropriate for people’s needs; 

• Building new community 

facilities; 

• Providing grants for personal 

development; and 

• Supporting people to live 

their lives as they want to. 

We also provide award-winning 

decent homes in stunning urban 

and rural settings, that meet high 

environmental standards. 

The experience of the past year 

reminds us about the constant need to 

improve services and provide them in 

the way people want to receive them. 

This transformation of services is being 

driven by residents themselves telling 

us what services they want to be 

available and how they want them to 

be delivered. We involve them in the 

boardroom and on local panels, they 

lead inspections of services, and are 

regularly surveyed for their feedback 

on our performance. 

With so many highlights to mention 

this annual review can’t hope to do full 

justice to the many individual 

successes and organisational 

achievements from the past year. 

If you want to know more about 

anything from the past year then 

please contact us at: 

communications@hyde-housing.co.uk 

We want to thank residents for their 

vigorous scrutiny of the organisation. 

They are our candid friends and we 

appreciate their passion for getting 

things right. A good workforce is vital 

to providing services and we want to 

praise our staff for their commitment 

in being the human face of the 

organisation to our residents. The 

support of our partners in our many 

schemes is greatly appreciated, as 

without them it wouldn’t be possible to 

provide high quality homes and services. 

We hope to continue to justify your 

support during the twelve months ahead. 

Julie Hollyman and David Eastgate, 

Group Chair & Chief Executive 

4 The Hyde Group | Annual Review 2010

Highlights 

Desirable 

locations 

New spacious homes 

along the Regent’s Canal in 

Islington as the first stage 

of the redevelopment of 

Packington is completed. 

Revamping 

estates 

Refurbishment of the 

Foreshore estate, Lewisham, 

was completed ahead of 

schedule and within budget. 

Better resident 

communications 

We revamped our website to make it 

more informative, accessible and 

interactive. It includes a very popular 

discussion forum. We also launched 

the new residents’ magazine HydeLife, 

packed with news, information and 

updates from around the Group. 

Strong financial 

performance 

The Tenant Services Authority has 

awarded Hyde their top green 

rating for the third year running 

and Moody’s Investors Service has 

given us an Aa2 credit rating. 

Community 

facilities 

The multi-functional Hillside 

Hub was opened and now 

provides Brent residents with 

homes, health services, and 

community facilities. 

Quality 

recognised 

Hyde’s development and 

regeneration work was recognised 

by a number of prestigious awards. 

Our wins include the Best New 

Place to Live in London for 

Bermondsey Spa, and Best London 

Regeneration Project the 

Stonebridge Estate in Brent. 

Pioneering 

eco work 

Our Retro-fit and Replicate 2 

project was awarded £136,000 by 

the Technology Strategy Board’s 

‘Retro-fit for the Future’ 

competition. The property in 

the conservation area will 

be retro-fitted with energy 

saving technology. 

Homes for 

people 

Our building programme 

continued despite the 

economic situation and we 

handed over 1,085 units. 


5

Making a lasting 

difference 

to people’s lives 

The Hyde Group is a leading housing association, 

providing more than 45,000 homes across the East Midlands, 

London, and the south east of England. We make a lasting 

difference to people’s lives and support them in creating 

stronger communities. We provide housing and community 

services in 74 local authority areas. 

We help people access training and get 

jobs. 340 people were provided with 

1-to-1 employment support and 53 got 

jobs. A further 83 have done work or 

volunteering placements and 98 went 

into training or education. We provided 

33 bursaries to help residents achieve 

training and career related goals, and 

9 Future Jobs Fund clients are working 

for the Hyde Group. 

We want people to live independently 

in their own home and last year 6,000 

vulnerable people received support to 

do this safely and comfortably. 

We advise people about the benefits 

they are entitled to receive, and 

support them to resolve any financial 

difficulties. We supported 600 people 

to reduce their debt by an average 

of £2,051. We also helped residents 

increase their income through benefits 

and grants. Our fuel poverty service 

has visited 102 residents and over 

£100,000 was brought in from debt 

rescheduling, a change in utility 

supplier, and new benefits. 

We work with people to create 

neighbourhoods they are proud of, 

they care about, and that have the 

appropriate amenities. We built or 

revamped community facilities in Brent, 

Brighton, Lewisham, Sutton, and Islington. 

We give bursaries to young residents 

so that they can realise their aspirations. 

313 awards were made last year, with 

the recipient receiving an average of 

£170. These enabled youngsters to go 

on educational trips, buy new sports 

equipment, and pay for music lessons. 


We actively tackle Anti-Social 

Behaviour. During the past year we 

have taken legal action to evict tenants, 

served orders on tenants to stop them 

being a nuisance to others, and have 

set up dispersal zones to prevent gangs 

and unruly individuals from blighting 

the lives of others. In Kent and south 

east London 90% of residents were 

satisfied with our action on ASB, up 

10% from the previous year. 

We improve homes to make people 

comfortable and safe to live happy 

lives. Across Kent and south east 

London we have insulated over 700 

homes, installed 386 A-rated energy 

efficient boilers, and double-glazed 

240 properties. During the past year 

£45.5m was invested in maintenance 

and stock renewal. 96% of our 

properties meet or exceed the Decent 

Homes Standard. £123m was spent on 

the purchase and construction of 

housing properties. 

We promptly respond to customers 

and complete repairs. 96% of the 

75,000 repairs completed were done 

within the target time agreed in our 

Service Promise to residents. 83% of 

the 345,000 telephone calls were 

answered within 30 seconds, the 

timescale promised to residents. 

We build new affordable housing too. 

1,085 properties were completed last 

year. These provide homes for people 

in the areas they want to live in at rent 

levels they can afford. Alongside the 

Regent’s Canal in Islington our tenants 

are paying an average £88.77 (including 

service charge) per week for a flat. 

We involve residents from the 

boardroom to estates. They serve on the 

Group Board and committees scrutinising 

the organisational performance, they 

participate in groups working to 

identify and deliver improvements in 

services, and lead teams inspecting 

services to ensure they are both 

meeting the standards promised. 


7

Putting customers first 

We actively involve all our customers in making 

services the very best possible. We significantly 

invest in the maintenance of their homes and 

efficiently carry out repairs as they request. 

We swiftly and effectively act to stop Anti-Social 

Behaviour, and work with local communities 

to make places safe for people to live. 

5 Keeping homes looking good 5 Our gas serviceman explains how to operate the boiler 

2009/10 

TIMELINE 

APRil ’09 

Resident-led inspection 

of our services in Brent 


5 Resident inspectors score services 

against the standards promised 

3 Making adaptations 

allows residents to 

live independently 

in their homes 

May ’09 

Brent PFI project judged ‘Best Housing or Regeneration 

Project’ at the Public: Private Finance Awards 2009 

May ’09 

Marketing launch of Grand Ocean 

development in Brighton 


9

Residents assess services 

“ 

The estate inspections are a very good way of 

seeing what Minster services are really like. Also, as a 

resident myself, I know exactly what I’m looking for 

when looking around the area. 

Anne Harrad, ” Peterborough resident 

Through our sector-leading inspection scheme Hyde 

residents receive training to head-up inspection 

teams to test that services meet our Service Promise. 

The Promise covers standards ranging from repairs, 

to listening to residents, to dealing with Anti-Social 

Behaviour. All standards have clear measures. 

Hyde is committed to putting residents at the heart of 

service delivery and improvement, and will continue to 

invest in training resident volunteers to help them get 

more involved in making sure that Hyde offers homes 

and services of the highest quality. 

Last year, resident-led inspections took place in 

Brent, Hampshire, Islington, Cambridgeshire, Surrey, 

and Sussex. The inspection team also assessed our care 

and support services. 

We are now funding residents to complete the 

Chartered Institute of Housing’s 

accredited Resident 

Inspector Course, and 

have a pool of 31 resident 

inspection champions. 

5We regularly survey residents for their views 

Did you know? 

Next year, the 

inspectors will visit 

Lambeth, Lewisham, and 

services across the 

south east of England. 

5Residents walk the estate to check every area meets the required standard 

Responding to feedback 

Our involvement structures are opportunities for 

residents to give feedback on our performance and 

say what changes they want to see. We regularly 

conduct surveys to ensure that we are getting the 

service provision right and pro-actively seek the views 

of those who might not readily complain or frequently 

be using our services. 

In response to our ‘You Speak, We Listen’ consultation 

we opened offices longer, increased the visibility of 

staff on estates, revised the training for our telephone 

response staff, and committed to correspond with 

people in the way they wanted, whether it was by 

phone, letter or email. We have also established the 

Hyde5000 Panel to get feedback from all our 

customers on a wide range of issues. 

Future changes to our service delivery are being 

shaped by residents through their involvement in the 

response to the two Audit Commission inspections of 

our services. Our ‘One Hyde One Vision’ programme 

of organisational changes will result in improved 

services to all our customers. 

May ’09 

Launch of the ‘Service Promise’ booklet 

that sets out service standards to residents 

10 The Hyde Group | Annual Review 2010

Did you know? 

Quality repairs 

when residents 

want them 

During the last year 

we completed over 

75,000 repair jobs. 

“ 

The contractors 

were very good 

indeed. They told us 

what they were doing 

and by what time – and 

that’s just what they did. 

Kathleen ” Beer, 

Peterborough resident 

Kathleen, who lives at one of our 

Peterborough homes, is among 

the many residents who have 

given glowing testimonies to our 

contractors for not just the quality 

of the repairs and maintenance 

work done, but also for the 

efficient and courteous manner 

in which they carry out the work. 

5 Repairs are done on time 

and to high standards 

Adaptations for 

independent living 

The Service Promise to our residents states the 

timescale within which repairs will be completed 

and the overall service people should get. Another 

promise is that Hyde will keep residents informed 

on the progress of the work requested. 

We recognise that people want to live independently 

in their own homes for as long as possible. Therefore, 

we assess what adaptations can be made to the 

property to make it comfortable and suitable for their 

living needs. This might result in a hand rail or chair 

lift being fixed to the stairs. Last year more than 600 

adaptations were made to properties to improve the 

lives of residents. 

We also help family members to live close to each 

other. Our Home Ownership for people with Long Term 

Disabilities (HOLD) scheme has supported Adam and 

Jack , brothers with Downs Syndrome, to live next door 

to each other. This means they can support themselves 

and remain in close personal contact. 

5We provide floating support 

Did you know? 

Hyde runs 13 Home 

Improvement Agencies 

(HIAs) across Kent, 

Sussex and Hampshire. 

These provide repairs 

to the home, disabled 

adaptations, and 

handyperson works. 

“We never thought in 

a million years that this 

opportunity would be 

available to Adam and 

Jack. We’re so pleased 

with the security that 

HOLD provides along with 

the invaluable support that 

is enabling our sons to live 

independent lives.” said 

Ken Conie, their father. 

June ’09 

Resident-led inspection of 

our services in Peterborough 

July ’09 

Residents celebrate the 10th Anniversary 

of the Roundshaw estate in Sutton 


11

Tackling Anti-Social 

Behaviour 

“ 

After receiving reports from concerned residents 

about nuisance behaviour we took swift and robust 

action. We want to enforce acceptable levels of 

behaviour in Maidstone. 

Inspector ” Julie Dodge, Maidstone Police 

Hyde works closely with the police, local authorities 

and other partners in areas where it operates to tackle 

Anti-Social Behaviour (ASB). The aim is to provide 

safe and secure environments for all our residents. 

For example, we assisted Maidstone Police in their 

investigation of suspected drug dealing and carrying 

of weapons, with resulting arrests. 

Feeling safe and secure in their homes, and on their 

local streets, enables people to live better lives. Hyde 

will continue to strengthen local partnerships and work 

with communities to reduce ASB and crime. 

5 We quickly tackle all types of nuisance behaviour 

Reporting is made easier 

Residents on two estates in South London can report cases of 

Anti-Social Behaviour (ASB) and nuisance in many accessible 

ways. A text reporting service, as well as dictaphones and 

disposable cameras for recording cases, have been introduced 

to help residents come forward and help Hyde make their 

estates safer. 

We have a number of dedicated ASB Co-ordinators, who work on 

our estates and street properties with our residents and 

local partners to reduce ASB, crime and nuisance. 

5 Residents can text us details of Anti-Social Behaviour 

Where possible we work with individuals to correct 

their behaviour and provide educational training for 

communities to help them identify and tackle the 

causes of nuisance behaviour. We work with local 

councils and police to co-ordinate action against the 

few who prevent the many from peacefully 

enjoying their lives and homes. 

“” 

Hats off to the police and Hyde 

Housing Association, who have 

been really helpful. 

Chris Hennessy, Kent resident 

5 We work with local partners to reduce Anti-Social Behaviour 

July ’09 

Celebration party for the opening of the 

Hillside Hub community centre in Brent 


Helping people 

to be safe 

“ 

It has expanded my thinking and 

workshops like this take me out of my 

box and help me grow as a person. 

Diversity training event attendee 

” 

We support residents to be safe in their 

own communities, and provide training 

and advice on tackling discrimination 

of all types. 

We assisted Lewisham residents to 

participate in a diversity training event 

with the aim of challenging prejudice and 

assumption. The attendees agreed that 

the workshop made a difference to the 

way they will think about others. 

In addition, Hyde supported South 

London resident Richard Walker to 

organise a hate crime awareness event, 

which focussed on crimes against people 

with Learning Disabilities. As well as 

giving them the opportunity to talk 

openly about their experiences, the event 

was designed to empower them to speak 

up publicly in countering discrimination. 

The 60 attendees also heard presentations 

from other agencies. 

Speaking at the event DC Paul Richardson 

of the Metropolitan Police said: “It is great 

to be involved in real and positive action 

against one of the most insidious forms 

of crime. It shows the power of the 

community and organisations in coming 

together to make a real difference to 

peoples lives.” 

Protecting people 

from racial abuse 

Decisive action against fraudsters 

Hyde works with local residents and statutory agencies to investigate suspected 

cases of illegal sub-letting so that social housing is actually lived in by those 

in genuine need. 

“ 

The safety of Hyde residents is our number one priority, and we 

have robust approaches in place to protect our tenants from Anti-Social 

Behaviour and racial harassment whatever the source. 

Adam Whittaker, Hyde Group Anti-Social Behaviour ” Co-ordinator 

A New Forest resident who was subjected to a systematic campaign of 

racial abuse and threats by a member of the public now has a more 

peaceful life thanks to legal action Hyde took. 

When we became aware of a number of unprovoked, racial attacks 

against one of our residents from Hythe, Hampshire, we took the attacker 

to court. Although he pleaded guilty to the offence, no provision was 

made to legally protect our resident. 

Fearful of his safety the resident sought further assistance. We presented 

a case to Southampton County Court for an injunction to be made 

against the perpetrator. The case was successful and the attacker is 

excluded from the area surrounding our resident’s home. The order 

also included a power of 

arrest, which could result 

in arrest if the terms are 

broken. The injunction 

ends in June 2011. 

Amongst the many eviction orders we obtained last year is the case of a Brent property, where we 

successfully evicted a tenant who had not lived in their home for many years and was illegally sub-letting it. 

Hyde has a tough stance on tenancy fraud and has signed up to the Audit Commission’s National Fraud 

Initiative. This is also in line with our commitment to keep the turnaround times for void properties to a 

minimum and to actively reduce under-occupancy and the number of unoccupied homes. 

Did you know? 

A Southend drop-in service 

offering advice and 

information will continue to 

be available to residents 

after a successful application 

to the Big Lottery Fund. 

July ’09 

Resident-led inspection of our care and 

support services in the south east of England 

August ’09 

Grand Ocean development wins award 

at Affordable Ownership Awards 


13

4 Developments (left to right) 

Westbourne, Hampshire 

Grand Ocean, Brighton 

Hillside Hub, London 

6Bermondsey Spa, London 

August ’09 

Social Housing Energy Saving 

Programme funding received 

September ’09 

Investors in People awarded 

us their bronze standard 


Providing decent 

affordable housing 

We build homes where people want to live. 

They have high environmental standards and 

are recognised for their quality. Rents are kept 

at levels people on modest incomes can afford. 

We help people remain in their homes if they 

get into financial difficulties by supporting them 

to reduce any rent arrears, and are flexible on 

equity to reduce monthly mortgage payments. 


Short Notice Inspection of 

HydeMartlet by the Audit Commission 


15

Did you know? 

Bermondsey Spa has won: 

‘Best New Place to Live’ 

London Planning Awards 2009 

New homes in 

desirable areas 

“ 

The NewBuild Homebuy scheme 

has allowed me to move into my own 

home, which is something I never 

thought I would be able to afford in 

such a great area. 

Fran Smartt, Bermondsey ” Spa resident 

The Hyde Group is regenerating 

Bermondsey Spa to provide a new 

neighbourhood of high quality, 

mixed-tenure homes set within an 

urban landscape. The next stage of the 

development will see three 1950s 

blocks demolished and replaced with 

314 new affordable homes and 

commercial premises. 

We provide high quality, affordable 

homes that are generous, functional, 

and comfortable, and appeal to people 

from all walks of life. These quality new 

buildings are breathing new life into a 

deprived area, alongside the improved 

facilities for the community. 

5The impressive atrium of Bolanachi, Bermondsey Spa 

Supporting people 

to keep their homes 

Hyde joined a syndicate of housing associations 

participating in the Government’s Mortgage Rescue 

Scheme, which enables eligible residents struggling to 

pay their mortgage sell their home to a housing 

association and rent it back. 

The scheme means families can stay in their homes even 

after a crisis such as job loss, illness or relationship 

breakdown. The scheme is a partnership between the 

Homes and Communities Agency, local authorities and 

registered social landlords, and will spend up to £285m 

over 2 years and will help more than 6,000 people. 

5The new Bermondsey Spa community grows 

As additional support, Hyde has made £250,000 of its 

own money available to support those in mortgage 

difficulties to stay in their home. People can sell a share 

of the equity to Hyde and buy it back at a later date. 


Most Innovative Marketing Approach Award 

won at the Affordable Home Ownership Awards 


Did you know? 

New homes in 

stunning locations 

Hyde has been successful in securing over 

£195,000 of Government funding to provide 

some 200 hard to treat homes in South East 

London and Islington with cavity insulation. 

“ 

The Hyde staff put me at ease and 

were fantastic when moving day arrived. 

I was fully supported through the whole 

process. I love my new home, especially 

the canal side views. 

Evelyn Stewart, ” Packington resident 

Residents on Packington Square, Islington, now have 

new homes and facilities thanks to the completion 

of the first stage of the estate’s regeneration 

programme. As well as the new homes on the 

Regent’s Canal side of the estate, there is also a new 

youth centre and improved community facilities. 

The estate was transferred over to the Hyde Group 

in 2004 following consultation with residents. 

The decision to build the canal side homes first 

was the expressed wish of the residents. 

When completed, Packington Square will provide 

around 840 new mixed-tenure homes. There will also 

be two new landscaped squares, a canal side park, 

refurbished shops, and community facilities. 

5New social housing with views of the Regent’s Canal 

Refurbishing existing 

historic homes 

“ 

The regeneration of 

the estate has not only 

improved residents’ homes 

and the local environment 

but also the quality of life 

for people living here. 

Kate Gordon, Foreshore ” resident and 

Chair of the Foreshore Estate Board 

5Existing local housing with views of the River Thames 

“” Residents have been rewarded for placing their trust 

in Hyde with a brighter, safer and more spacious 

community. Foreshore has been transformed into a 

welcoming hub at the centre of the Pepys Estate, and 

my congratulations go out to both residents and Hyde. 

Sir Steve Bullock 

Mayor of Lewisham speaking at the Foreshore celebration 

Since the transfer of the Foreshore and 

Albemarle buildings from Lewisham 

Council to the Hyde Group in August 

2008, some £2.4 million has been 

invested in the local environment and bringing homes 

up to the Government’s Decent Homes Standard. 

Residents told Hyde what improvements they wanted 

and they were done. These included new kitchens 

and bathrooms, new secondary window glazing to 

improve insulation, improved door entry system, 

and garden landscaping. 

Regeneration work has been carried out in close 

partnership with English Heritage to ensure that the 

modernisation programme does not detract from the 

historic Grade II listed buildings which they overlook. 

October ’09 

Dutch housing associations 

visit services in London 

October ’09 

Retro-fit and Replicate house is a winner 

at the Sustainable Housing Awards 2009 


17

“” This project is a real benchmark for 

the industry, and acts as a standard 

bearer for others to follow. 

Jon Snow, Journalist & Presenter 

Commenting on the Retro-fit & Replicate project in Mottingham 

Pioneering eco work 

5Building affordable homes in rural Hampshire 

Affordable rural housing 

for local people 

We build homes in rural areas for local people who 

otherwise might have had to leave the area or not have 

their housing needs met. 

Westbourne is one area to benefit from the building of 

five family sized homes, developed in partnership with 

Chichester District Council. As well as providing much 

needed homes, the development has under-floor heating 

and living, green roofs which help further insulate homes 

and improve rainwater management. In addition, all 

homes have been finished in attractive and contemporary 

cedar cladding. 

Our award winning ‘Retro-fit & Replicate’ project in 

Mottingham, south east London, has transformed a 

terraced house into an energy efficient dwelling capable 

of reducing carbon emissions by 80% thanks to the 

installation of eco-fittings such as triple-glazed windows 

and low wattage LED lighting. 

The success of this innovative project has led to an 

award of a further £136,000 from the Technology 

Strategy Board to retro-fit 

a property in Eltham, south 

London. This second house will see the same three key 

partners – Hyde, ECD Architects and Mears Group – 

apply the lessons from the first project and test how 

the technological changes can be introduced in a 

conservation area. 

The Eltham home was the venue for the national media 

launch of the funding announcement and a visit by Lord 

Drayson, the then Minister for Science & Innovation. 

6The technology to be tested is explained to the Minister 

We have built new homes for local people in Hurstbourne 

Tarrant, Stockbridge, Preston Candover, Charter Alley, 

Grateley, Monxton, Littleton and Swanmore. 

As the housing developer for the Hampshire Alliance of 

Rural Affordable Housing (HARAH) we remain committed 

to building affordable rural housing for local people. 

Did you know? 

We hold a bronze award from 

SHIFT (Sustainable Homes Index 

For Tomorrow), the best 

practice group that assesses 

sustainability performance. 

“” We were delighted to have been involved 

in this project proving that relatively simple, 

practical and inexpensive works can be added 

to existing homes to improve the quality of 

lives for residents with the double benefit 

of more affordable warmth and reduced 

carbon emissions. 

Ken Mantock 

Community & Environment Director, Mears Group 

October ’09 

Resident-led inspection of our services 

in Hampshire, Sussex and Surrey 

October ’09 

Participation at the 2009 political 

party annual conferences 


Bringing new life 

to old buildings 

“ 

Being in a Hyde property enabled us to move into 

this lovely new development in Brighton and 

maintain a reasonable standard of living on a fairly 

low wage. 

”Anne Matthews, Grand Ocean resident 

5Grand Ocean provides a spectacular setting for affordable homes 

Did you know? 

Once a popular Butlins holiday camp, Grand Ocean 

has been successfully renovated and re-developed 

into quality, affordable housing thanks to an 

innovative partnership between the Hyde Group 

and Explore Living, Brighton & Hove Council. 

Decked out in glorious art deco style as a tribute 

to the most glamorous of the modern art 

movements, Hyde has provided 48 general needs homes and 54 affordable 

homes, some of them on a shared ownership basis. Grand Ocean is one of 

the largest mixed-tenure housing schemes in the area, and is viewed as a 

key strategic scheme by the local authority. 

Hyde works with local stakeholders including councils and local authorities 

through Section 106 agreements to bring affordable homes to areas where 

local people may be priced out of the housing market. These partnership 

agreements help to create cohesive, mixed communities where people 

from all backgrounds and circumstances come together to live and work. 

Our Mottingham Retro-fit & 

Replicate home has won... 

Low Energy Social Housing 

Project of the Year 

Inside Housing Sustainable 

Housing Awards 2009 

South East London Green Concept 

2009 Green Guardian Awards 

Big Green Home 

National Home Improvement Council 

Awards 2009 

George Plucknett Award 

National Home Improvement 

Council Awards 2009 

October ’09 

Inside Housing’s ‘Safe as 

Houses’ campaign backed 

November ’09 

CABE ‘Building for Life’ Silver 

Standard award for the Pepys Estate 


19

Regenerating 

communities 

We work with people to regenerate their 

communities to make them places where 

they want to live. We substantially invest in 

improving the facilities in the neighbourhoods 

we manage, and fund activities that bring 

people together. Our regeneration work is 

designed to have a lasting legacy in offering 

improved life chances for people. 


Census of Hyde Group 

customers launched 


Celebration event for the progress 

of the Brent Co-Efficient scheme 


3 (From left to right) 

Children proudly display their artwork at Hillside 

Residents line dance to celebrate the new Packington 

Home is where the football pitch is 

Tessa Jowell MP at the Hillside Hub opening party 


Resident party to celebrate 

Foreshore Estate works completion 


21

Did you know? 

We are involved in PFI schemes 

that are bringing £227m of 

investment into Islington 

and £65m into Brent. 

5Match of the Day on the local green 

Engaging youngsters 

through sport 

A Southampton estate’s new residents’ association 

has been working successfully with young people 

to reduce social problems. The relationship between 

adults and footballers had previously been 

confrontational, but a football initiative has changed the 

relationship for the better. 

Hyde’s Community Engagement team has organised 

football coaching sessions with Southampton Football 

Club’s community engagement organisation Saints in 

the Community. 

There was an excellent response to the coaching and 

extra lessons were arranged to meet the demand. 

Residents have noticed a distinct change in behaviour 

since the coaching began and the number of complaints 

about football nuisance have dropped. 

In Chichester, we are partners in the local Football in the 

Community initiative, involving Brighton and Hove 

Albion football club, which 

encourages young people 

to get involved in the sport. 

The scheme has benefited 

from the generous donation 

by a local businessman of 

a field which was turned 

into a full-size pitch. 

Did you know? 

£1,020,000 of external 

funding has been brought 

in to support individuals 

and communities. 

“” Without the interest and generosity of the Hyde 

Group it would not have been such a huge 

success. We are very grateful. 

Mick Harris 

Action for Borstal Community (ABC) Project, Rochester 

Sponsoring summer 

activities for youngsters 

Our Kent Community Engagement team invested 

£1,500 in the ABC (Action for Borstal Community) 

project to enable young Hyde residents from Mercury 

Close in Rochester to attend a summer scheme. 

The project also has an Information Technology suite, 

a nursery, and runs other community activities. 

Many children who wouldn’t normally have been 

able to attend the summer scheme benefited. 

Without Hyde’s sponsorship it would cost their 

parents £8 per child per day, which can be a barrier 

for low income families. 


Black History Month celebrated 

with resident events 

December ’09 

‘Retro-fit & Replicate 1’ project wins ‘Big Green Home’ 

National Home Improvement Council (NHIC) Awards 


Supporting people 

to manage their own 

communities 

“ 

The best thing to come out of our TRA is the 

sense of community. 

” Lucy Miles, Kent resident 

Lucy helped to set up a Tenants and Residents’ 

Association (TRA) in her block of shared ownership 

flats in Kent so that she and her neighbours could 

have a formal group to give them a more effective 

say in the management of the property. 

Hyde supports residents to make decisions about 

their estates and discuss local issues through their 

TRA and Estate Boards. Groups get funding for 

projects, while members receive training to help 

them get the most out of being involved. Estates 

have been transformed with new gardens and better 

services thanks to active involvement of residents in 

their local associations. 

There is a Group-wide residents’ scrutiny panel 

Hydewide Resident Eye (HRE) and a feedback panel 

Hydewide Resident Voice (HRV). Members work with 

the Group Board to ensure that residents’ interests 

are firmly at the heart of our policies and service 

provision. We constantly seek new ways to involve 

residents and get their feedback, including via our 

website forum and consultation events. 

5Proud young gardeners 

Encouraging people to 

look after their locality 

“ 

I’m really proud of how they pulled together and 

brought such an ambitious project to life in only four days. 

Elaine Copeland, Kent resident ” 

Young green-fingered volunteers from The Hyde, in 

Chartham, created a memorial garden in memory of 

John Lawford, a popular resident. 

This beautiful modern space where local residents can 

relax in peaceful surroundings was created with the help 

of the charity Vcashpoint and Hyde funding. The young 

residents have committed to keeping it a lovely 

communal space by regularly cleaning it. 

6Residents tidying up their estate 

“” Hydewide Resident Voice is 

essential for residents to have 

their say on their services. 

Marilyn Evers 

HRV member 


Short Notice Inspection of 

Hyde Housing by the Audit Commission 


Canadian delegation 

visits Brent services 


23

Did you know? 

Hillside Hub has won... 

‘Highly Commended’ in the Structural 

category – Wood Awards 2009 

‘Mixed Use Regeneration Development 

of the Year’ – The Mail on Sunday 

British Homes Awards 2009. 

“” Apart from the ‘bricks and mortar’ side, we 

are interested in understanding the successful 

lessons learnt in Stonebridge’s regeneration. 

Liz Root, Toronto Community Housing 

Commenting on our Brent services 

Building new 

community facilities 

Hyde invests in providing communities with the 

facilities for leisure and social activities. This can 

be by building new centres or revamping existing 

but run-down playgrounds. 

In north London we have built a new youth 

centre on the Packington estate as part of its 

transformation, and on the Ringcross estate we 

have renovated disused garages to provide a 

high-tech facility for young people to socialise, 

develop skills, and access information on a 

variety of issues. In Brighton and Sutton we 

have revamped estate playgrounds to give 

children new and exciting play options. 

5 New ball court in Stockwell 

Improving existing 

community facilities 

“ 

It has been hard work, but we stuck together and 

now the whole community will benefit. 

Joyce Hopper, Lambeth ” resident 

Joyce and other residents lobbied hard for space 

)on their estate in Lambeth that had originally been 

earmarked for housing development to be retained 

for community use. The lobbying paid off and Hyde 

invested in a new ball court and playground for local 

residents. This was opened in July 2009 with an 

afternoon party attended by Councillor Christopher 

Wellbelove, then Mayor of Lambeth. 

During the past year we have invested in the 

refurbishment of community facilities in Brent, 

Brighton, Lewisham and Islington. 

The provision of centres and playgrounds is vital to 

the regeneration of an area, and we are committed 

to building new and refurbishing existing community 

facilities. They will be at the forefront of our 

investment in communities. 

5It's not all about pool! The Underground offers skills training too 

“” The Centre will ensure that children and 

families will have the services they need for a 

fulfilling family life right on their doorsteps. 

As a busy mum with two young children, I know 

this is not only essential but also reassuring to 

know what help and support is available 

whenever it is needed. 

Kate Garraway, Journalist & Presenter 

Opening the New North Centre on Packington. 

January ’10 

Where are Tomorrow’s Heartlanders? 

research publication launched 


Honouring our 

resident stalwarts 

“ 

I felt both humbled and 

privileged to have a road 

named after me. The day I 

got the news I was feeling 

a bit poorly and depressed, 

so it brought tears to my 

eyes to think that someone 

would have made such a suggestion. 

George Bray, Lewisham resident ” 

George was honoured by having a road in 

a new development named after him to 

recognise his involvement with fellow 

residents over the past three decades. 

Lewisham Council liked the name 

‘Bray Garden’ and the reason behind 

the naming. Hyde is delighted that 

someone who works tirelessly for others 

has been recognised. 

Similarly over at Bermondsey Spa, in 

Southwark, residents were asked to 

decide a name for one of the new blocks 

of flats. They chose to honour local war 

hero Albert McKenzie, the first sailor to 

be awarded the Victoria Cross. 

6The proposed Bray Garden 

Speaking up for tomorrow’s 

Heartlanders 

“ 

Hyde wants us to get to 

know each other better and 

become a more close-knit 

community, and that’s a 

very good thing. 

” 

Georgia Spensley, 

Islington resident 

We commissioned research 

to find out how much 

homes and local areas 

mattered to residents. 

It found that the majority of 

tenants cared greatly about 

their community and their 

home. These ‘Heartlanders’ 

work in various ways to 

make their areas better, 

by caring for friends and 

relatives, volunteering and 

getting involved in running 

their estates. 

It also found that the 

long-term rent gave 

residents a sense of safety 

and belonging, crucial for families on low incomes and in crises. 

It also found that many residents had long-term serious health 

problems, while many older people feel isolated as family 

members struggle to find affordable 

homes nearby. 

We are using the report’s recommendations 

in our housing management and policy work 

to better support our residents. We are also 

talking about this research to policy makers 

and our partners. 

4Georgia Spensley 

and Lee Robinson 

at the launch of 

the Heartlanders 

publication 


Moody’s Investors Service 

awards us an Aa2 rating 


Resident-led inspection of 

our services in Islington 


25

5 (Left to right) 

We provide workplace experience opportunities 

Advice on a wide range of matters is available 

Awards to pay for personal development 

IT training courses to update people’s skills 


Partners for Improvement awarded the 

Government’s Customer Service Excellence Standard. 


Improving 

people’s lives 

We support people to access training and 

find employment opportunities so they can 

have the happy and rewarding lives they 

aspire to. We provide grants to individuals 

and groups to explore their ambitions. 

Making a lasting difference to people’s 

lives is what we exist to do. 

February ’10 

Funding award of £136,000 for ‘Retro-fit 

& Replicate 2’ project announced 


The Tenant Services Authority award us their top 

financial viability rating for the third year running 


27

Providing work placements 

“ 

This is a great opportunity. I am enjoying it and am 

seriously thinking of changing my career path to work in an 

IAG role. 

” Kristin Calder, Sussex resident 

Helping residents 

into employment 

Kirstin Calder was taken on as a volunteer to help the New 

Directions Advisor Lisa Ruby deliver employment support to 

people in Surrey and Sussex. Hyde has sponsored Kristin to 

qualify to a NVQ Level 2 in Advice and Guidance, and given 

her a reference to support her search for paid employment as 

an Information, Advice and Guidance worker. 

6We help residents get back to work 

Our New Directions service helped 

Emmanuel Oyewumi find a job following a 

referral by his Income Officer after he lost 

his job as a concierge and was struggling 

with rent payments. 

Hyde paid for his Security Industry 

Authority License, an essential requirement 

for his career, and advised him on claiming 

benefits. Then when a vacancy came up 

with a local residential development we 

supported him to submit his CV and 

following a number of interviews 

Emmanuel was appointed Senior Concierge. 

We have introduced a jobs bursary scheme 

that has provided support for 33 residents 

to move closer to employment. This 

financial assistance paid for: travel abroad 

as a Christian Aid volunteer; driving lessons 

for self-employed plumber; and, a child 

counselling course. 

Did you know? 

Hyde has joined with other 

housing associations in 

Lewisham to support long-term 

unemployed people return 

to work. 


We join other housing associations to participate in 

the Government’s £285m Mortgage Rescue Scheme. 


Investing in our Young Pride 

“ 

I learned a lot about Parliament and what the Lords do, and 

even saw Lord Alan Sugar. I was really pleased to be nominated 

for this trip and definitely want to get involved more. 

Kane Hempson, Peterborough ” resident 

3 Kane showing off 

his dance moves 

Young Peterborough resident Kane Hempson was nominated 

for a trip to Parliament by his Resident Involvement Officer as a 

reward for his hard work and determination in helping to make 

his neighbourhood a better place. 

An accomplished dancer, Kane helped to form an after school 

dance group called Artistic Street Kids (A.S.K), who have 

performed at a variety of local events including a parents 

evening. In addition Kane won a prize of £100 for 

choreographing and performing a dance at a local fun day. 

Hyde has a bursary scheme which awards grants of up to 

£200 to young people to improve their quality of life 

through cultural, educational and sporting 

activities. Last year 313 awards 

were made. 

Did you know? 

Promoting 

financial inclusion 

£33,000 has been spent 

on 41 Holiday Play Fund 

projects that benefited 

2,900 young people. 

We tackle financial exclusion by giving debt advice to people 

with rent arrears and other debts. We help them to both 

reduce and manage their debt. This money advice is also 

preventative and offered to new residents at an early stage in 

their tenancy. 

Our service aims to improve people’s financial capability and 

circumstances. Many of our residents are on low and fixed 

incomes. They are vulnerable to exploitation by doorstep 

lenders and are often excluded from mainstream financial 

products and bank accounts. 

During the past year funding has been found to support four 

credit unions in London and Sussex. This will help them grow 

and expand their savings and loans schemes. We have also 

joined with other housing associations to train seven 

residents to become Community Money Advisors. This 

embeds money advisors in local communities, and offers a 

more approachable and accessible source of money advice. 

5Money advice is available to residents 

March ’10 

Bermondsey Spa is the “Best New Place 

to Live” at London Planning Award 2009 


Government ‘Employers for 

Carers’ initiative backed 


29

Did you know? 

Our ‘Parenting and Family 

Support Strategy’ has initiated 

five projects to work with 177 

parents or carers to support 

them to deal with the significant 

challenges they face in raising 

their families 

Keeping people safe 

5Swipe card door entry is easier and safer 

Maintaining tenancy 

Hyde resident Derek * lost his job as a bricklayer in the 

recession. He was refused benefits and this led to him 

borrowing money from friends and family for basic 

living costs. Hyde helped him successfully fight his 

benefits refusal case, and he received over £5,000 in 

owed benefits, allowing him to stay in the property and 

pay rent. Hyde provided further support for Derek to 

gain new skills and employment. 

Hyde is committed to practical action to help residents 

to avoid getting into debt in the first place. We have 

invested in financial inclusion services, debt advice 

schemes, and income maximisation programmes 

* 

Resident’s name was changed. 

“ 

The new system is much easier to use. I used 

to struggle with the key lock, but the card is much 

easier to use. I can also carry the card in my 

pocket, which makes me feel safer in my home. 

All my friends are happy with the cards, and I have 

no complaints. 

” Betty Alford, Sussex resident 

Elderly residents in Burgess Hill, West Sussex, 

were struggling to open their flat doors with their 

traditional key locks and a number found it easier 

to simply prop their front doors ajar, which left 

them vulnerable to theft. 

Recognising the problem, Hyde replaced the locks 

with an innovative swipe card system which 

residents simply hold it up to the reader 

positioned on their front door to gain easy quick 

access. The new system also keep residents safe 

as they no longer wedge open their doors. 

The lightweight card means that residents can 

comfortably carry it and this ensures that their 

personal security is not compromised. 

Did you know? 

We support people in the 

Medway area experiencing 

mental distress and with 

physical disabilities after 

winning an £180,000 contract. 


Packington’s canal side flats 

are occupied by residents 


The first property under the Brent PFI 

contract was handed over to Brent Council 


Did you know? 

All residents in Hampshire, 

Surrey and Sussex can 

access fuel poverty advice 

following £95,000 funding 

from Scottish Power Energy 

People Trust. 

Getting people surfing 

Funding for 

fuel poverty project 

We helped Mrs Ward to apply for an Attendance 

Allowance and she now gets an extra £3,640 per 

year. We also supported her application to reduce 

her energy and water costs by £290 per year. 

We also helped her apply for adaptations to 

her bathroom. 

“ 

I only used to play solitaire on the computer. 

I didn’t know what else I could do on it, and my 

daughters didn’t have the time to show me, so when 

I heard about the IT classes I couldn’t wait to start. 

Since doing it my confidence has increased and my 

literacy has improved. I have even purchased a 

cooker online, something I would have never been 

able to do before! 

”Joan Kissane, Islington resident 

Ten Islington residents registered to do a 12-week 

course in basic Information Technology. They learnt 

how to write letters on the computer, and how to do 

their shopping on the internet. The classes were so 

successful that the beginners group went on to do 

an intermediate course. We have set up more IT 

courses for Islington residents to meet demand. 

Hyde are looking at how similar projects can be 

offered to all residents. 

Mrs Ward lives alone and was struggling to 

manage on a low income. She has poor 

health and concern about paying her fuel 

bills led to her becoming depressed about 

her situation. 

Hyde was awarded £95,000 from Scottish 

Power Energy People Trust to help fight 

fuel poverty in Hampshire, Sussex and 

Surrey. This two and a half year project will 

target young people and families to help 

them cut their fuel bills, find a better gas 

and electricity tariff, and save energy in 

their own home. 


Launch of HydeLife, the new 

magazine for residents 


31

Financial summary 

The Group had a good financial 

year and its excellent financial 

performance means that an extra 

£19.3m is available to re-invest in 

services during the next twelve months. 

This performance was achieved by a 

combination of tight control of 

operating costs and increased 

revenues. This extra money will be 

spent on improving services, including 

repair services, as well as enabling us 

to build new homes and make 

improvements to existing properties. 

We will continue to develop affordable 

housing, and have been actively 

pursuing both the opportunities and 

the funding required to do this. 

Where does our income come from? 

Leasehold & management fees 

(£9.8m) 3% 

Outright sales 

(£13.8m) 6% 

Other sales 

(£16.2m) 7% 

Services charges 

(£17.4m) 7% 

Other income 

(£19.6m) 8% 

Shared ownership sales 

(£21.6m) 9% 

Rental income 

60% (£148.8m) 

During the year the Group experienced 

pressures from lower demand and 

values for homes for shared ownership 

and homes for sale. Despite the 

difficult market conditions there was 

only a modest reduction in the surplus 

on the sale of housing properties. 

Investment in housing properties has 

increased by £127.9m. Grants of 

£77.6m were receivable in the year 

towards funding the development of 

new homes. 1,085 new homes were 

completed during the year. The amount 

of grant received towards the cost of 

building a home is likely to decrease in 

the future. Therefore, our good financial 

performance this year and in the future 

is essential to enable us to keep 

building homes. 

How do we spend that income? 

Housing property depreciation 

(£11.3m) 5% 

Housing management costs 

(£14.3m) 6% 

Corporate services 

(£15.2m) 6% 

Cost of sale first tranche shared ownership 

(£17.5m) 8% 

ICT & infrastructure 

(£7.3m) 3% 

Cost of sale other 

(£7.8m) 3% 

Cost of sale outright sale 

(£10.6m) 5% 

Service costs 

(£18.9m) 9% 

Other 

3% (£8.2m) 

Staff costs 

14% (£32.8m) 

Maintenance & 

stock renewal 

19% (£45.5m) 

Interest costs 

19% (£45.9m) 

Our financial and general reputation 

has been enhanced following an Aa2 

credit rating from Moody’s Investors 

Service. In addition, for the third year 

running we have received the Tenant 

Services Authority’s top green rating 

following an assessment of our viability 

and financial performance. 

These are key achievements for the 

Group and will enable access to 

more funding which will be spent 

building homes. 

Where do we get the money to build new homes? 

Sale of housing 

properties 

(£16.2m) 13% 

Bank Lending 

(£28.3m) 22% 

Internal Resources 

(£6.6m) 5% 

Social housing 

& other grants 

received 

60% (£75.8m) 


Income and Expenditure 

Balance Sheet 

Cash Flow 

2010 2009 

£’m £’m 

Turnover 230.9 214.5 

Operating costs (173.8) (167.3) 

Operating surplus 57.1 47.2 

Surplus on sale of housing properties 8.4 9.1 

Interest receivable and similar income 4.2 0.9 

Interest payable and similar charges (50.1) (41.0) 

Other finance costs/(income) (0.3) 0.6 

Surplus for the year before taxation 19.3 16.8 

Taxation – – 

Deferred taxation – (0.3) 

Surplus for the year after taxation 19.3 16.5 

Transfer to reserves (18.2) (3.4) 

Revenue reserve brought forward 169.4 156.3 

Revenue reserve carried forward 170.5 169.4 


£’m £’m 

Net cash flow from operating activities 62.8 74.0 

Returns on investments and servicing of finance 

Interest received 3.9 1.5 

Interest paid (60.1) (51.2) 

Net cash outflow from returns on (56.2) (49.7) 

investments and servicing of finance 

Tax paid (0.0) (0.6) 

Capital expenditure 

Acquisition and construction (123.3) (204.3) 

of housing properties 

Social Housing and other grants received 75.8 70.6 

Purchase of other fixed assets (3.7) (4.2) 

Sale of housing properties 16.2 17.5 

(35.0) (120.4) 

Net cash outflow before use (28.4) (96.7) 

of liquid resources and financing 


£’m £’m 

Fixed assets 

Housing properties at cost 2,426.3 2,298.4 

Social housing and other capital grants (1,128.8) (1,054.8) 

Depreciation (47.8) (37.5) 

1,249.7 1,206.1 

Other fixed assets 16.7 16.2 

Investments 3.3 2.7 

1,269.7 1,225.0 

Debtors: amounts falling 12.9 11.9 

due after more than one year 

1,282.6 1,236.9 

Current assets 

Stock 58.4 51.0 

Debtors due within one year 23.4 19.2 

Cash at bank and in hand 77.3 138.8 

159.1 209.0 

Creditors: amounts falling due within 1 year (59.1) (57.3) 

Net current assets 100.0 151.7 

Total assets less current liabilities 1,382.6 1,388.6 

Creditors: amounts falling due 

after more than one year 

Loans and other creditors 1,027.5 1,056.3 

Capital grant recycling fund 7.2 6.1 

Disposal proceeds fund 2.4 2.7 

1,037.1 1,065.1 

Provisions for liabilities and charges 4.3 0.1 

Pension liabilities 21.8 2.1 

Capital and reserves 

Called up share capital – – 

Restricted reserve 4.7 2.8 

Revaluation reserve 0.7 0.5 

Negative goodwill 143.4 148.6 

Revenue reserve 170.6 169.4 

Total capital and reserves 319.4 321.3 

1,382.6 1,388.6 

Financing 

Loans received 49.3 280.4 

Loans paid (82.5) (61.1) 

(33.2) 219.3 

(Decrease)/increase in cash (61.6) 122.6 


33


• 

h 

• 

li 

co 

a 

cu 

Im 

• 

P 

li 

co 

a 

cu 

Im 

• 

P 

li 

co 

a 

cu 

Im 

• 

P 

li 

co 

a 

cu 

Im 

• 

P 

li 

co 

a 

cu 

Im 

• 

P

Improving people’s lives • Putting customers first • Providing decent affordable 

ousing • Regenerating communities • Improving people’s lives • Putting customers firs 

Providing decent affordable housing • Regenerating communities • Improving people’ 



ffordable housing • Regenerating communities • Improving people’s lives • Putting 
































The Hyde Group | Annual Review 2010 35 

roviding decent affordable housing • Regenerating communities • Improving people’


The Hyde Group • 30 Park Street • London SE1 9EQ • Tel: 020 3207 2600 • www.hyde-housing.co.uk 

Designed by the Hyde Group External Communications

The Hyde Group Annual Review 2009/10 - Hyde Housing Association

Create successful ePaper yourself

Delete template?

Save as template?