2007 - Sentinel Housing Association

Annual Report
2006-07

Chairman’s
introduction
At the heart of our business are two key motivators: to listen to our customers and provide for
them a high quality service; and to make the very best use of all our resources and assets.

The national scene is changing, and will continue to change: new
ministers, new governments all want to stamp their impress on the
housing world. Such changes may affect the paths we have to follow
but our goals remain the same: to be excellent landlords working in
partnership with our customers; to increase the quality of our existing
homes; and to add to them wherever we can find a suitable opportunity.
Elsewhere in the report, these aims are reflected in the year’s statistics,
but I would like to highlight just a few of our varied activities:
• Our emphasis on customer involvement with five resident Board
Members (out of thirteen); a wide network of consultation and
involvement; an award winning Customer Service Centre’ and a
lively newsletter; and a wide ranging customer survey linked to a
comprehensive review of how we relate to, and serve, our customers.
We have further to go but have made good progress.
• Our determination to help those of our customers, for whom financial
services are not readily available, to make contacts. To help them with
banking, with money management and financial advice.
• Our major regeneration projects where we are not simply replacing
old substandard homes with new stock but reviving, with our partners,
whole neighbourhoods. Oakridge (in Basingstoke) and Pyestock
(in Rushmoor and Hart) are now virtually completed. The next wave –
Bishop’s Green (near Newbury) and Longfellow Parade (Basingstoke)
are underway. These are multi million pound projects to recreate
communities. And we have more in the planning stage.
• The critical scrutiny of our own methods of working. Are we efficient?
Do we get value for money? Does the Board operate effectively?
These are all questions that we have examined and assessed this past
year. We make improvements but are always alert to the need to raise
our game and aim higher.
• Serving the community. When our housing associations were created in
the 1990’s, the stock in Basingstoke was split in two. This year we
initiated talks with our colleagues in the Kingfisher/Wessex Group to see
if we could combine forces to make a larger, more effective
organisation. Unfortunately we were unable to reach agreement and
the discussions have been discontinued.
• Close links with partner organisations e.g. local authorities, police,
fire service, social services, are fostered formally and informally to ensure
we contribute to local plans and support our residents fully. The
networks can be complicated but we work hard to make them effective
and to be responsive to initiatives that come from these partners.
• Sentinel is pleased to be the lead association in the Sappling
Partnership, which was in the top two South East Partners for 2006/07.
Sappling exceeded the targets for the year taking up £30.5m Social
Housing Grant (SHG), 38% above target and completed 640 homes,
18% above target. Sappling is a very successful partnership of five
housing Groups where Sentinel is the lead association, but it is almost
unique in being run as an incorporated fully mutual organisation on an
equal partner basis.
At the end of another year, we demonstrate in this report our growth
and our successes. We are strong financially and continually look for
opportunities for growth.
I personally am very appreciative of the work and support of colleague
Board Members and of the committed and effective work of our staff
led by a first class Executive team. Our local authority colleagues are
both supportive and challenging - and that is how it should be!
Above all our tenants and customers guide and influence us with their
views - both appreciative and critical - of all we do.
Charles Kaye, OBE
Sentinel Chairman

Making better
neighbourhoods
To further improve our neighbourhoods, our housing staff were re-organised into four multi-skilled neighbourhood teams,
each planning and delivering services to meet the needs of their particular neighbourhood area. This is supported by the
Association’s award winning Customer Service Centre which provides a single point of contact for all customers.
We were the first in Hampshire to sign up to the government’s new Respect initiative. Our own Respect action plan
enables us to take a tough stance on Anti-social Behaviour, and makes use of proactive methods, including the use of
CCTV and noise recording equipment and an enhanced Witness Support Scheme to protect witnesses and victims.
Customers gave the thumbs up for service in a new satisfaction survey. 90% of customers say they are
satisfied with our Customer Service Centre and 89% say they find staff helpful with 87% saying that we
keep them well informed. Overall 81% said they have seen an improvement.
The well-attended Residents’ Day conference in October 2006 gave customers, staff and
partners a chance to discuss how we can make our neighbourhoods great places to live,
work and play.
We continue to sponsor a variety of community initiatives including the Community Wardens and the
Community Furniture Project.

Working in partnership with other organisations we have expanded the Get With youth activity programme.
Last summer more than 500 young people took part in over 70 sessions.
Our support and involvement in local communities continues, organising family fun days and
participating in other Festivals and Carnivals across our neighbourhoods.
The first in Hampshire to sign up to the government’s respect initiative

Reflecting our ongoing successful delivery of affordable home options for key workers, Sentinel were invited to
work with the Department for Communities & Local Government, The Housing Corporation and MoD
Whitehall to define the eligibility conditions for MoD personnel under the key worker initiative. Subsequently
we are the first housing association in the country to house armed forces personnel under this initiative.
With grant funding assistance of nearly £10m from the Housing Corporation,
we have helped over 300 key workers (a mixture of NHS, police and teaching
staff) in North Hampshire to get onto the property ladder.
Social Homebuy enables Sentinel residents to purchase the home they rent. We were
the first housing association in Hampshire to sell homes this way and to-date are
helping over 40 residents purchase their home.

We were the first housing association to house armed forces personnel as key workers
Helping more
people into
home ownership

Creating new
and maintaining
existing homes
133 homes were completed during this year and we began work on a further 223 homes providing much
needed affordable housing.
We completed two regeneration projects at Oakridge and Pyestock providing
a total of 554 new homes. An additional 53 homes will be built at Bishops Green,
near Newbury, as the £20m regeneration to provide 148 rural homes got underway.
We began construction at North Houndmills, Basingstoke where we are providing 162 homes. The £20m
scheme uses an innovative modular system, demonstrating our commitment to Modern Methods of
Construction.
Hampshire Fire and Rescue Service demonstrated a new sprinkler system at Bishops Green, before demolition,
to show how effective the system is at saving lives. We are installing sprinklers as part of the regeneration.

£600,000 has been invested at Heathlands Court to refurbish and upgrade the
accommodation. Heathlands offers support for families, single people and those who find
themselves homeless in the Hart area.
Work began extending Rosefield Court sheltered scheme providing 16 new, modern, larger homes for
older people. This is the first of our £20m programme to replace poor sheltered housing with new larger
homes for older people with the care and support services needed as people live longer.
We have a £38m, five-year, investment programme and are committed to achieving the Decent Homes Standard by
2010. In addition to kitchen and bathroom replacements, major programmes are underway to provide new central
heating systems, windows and doors, re-wiring and re-roofing.
The award winning Oakridge Village regeneration completed

Residents can now view their rent statements online
30% of our customers told us they have online access and we have continued to develop the
website in line with their requests, this has included the ability to view rent statements online.
In response to customer feedback we introduced new technology to support mobile
working, enabling staff to offer a faster and more efficient service in the field.
Following feedback from the customer survey, we have extended the
Customer Service Centre opening hours to meet the needs of our customers.

We have appointed a specialist Debt & Welfare Benefits Adviser to help
our customers with financial problems, working with our partners.
We produced our first involvement calendar for customers highlighting the different
ways that they can get involved to influence and shape the services we provide.
Our 24 hour life line service, CommuniCare, has successfully taken
on the Hart District Council care line service.
Where possible we try to prevent evictions happening, to emphasise the seriousness of the situation, we now invite a council
homelessness officer along to all pre-eviction interviews.
Brought together the Sales & Leasehold Team for the sales and
management of over 700 properties together with management of
our 47 key worker intermediate market rent properties.
Better ways
of working

Performance
Our repairs performance remained at a very high level, with emergency, urgent and
routine responsive repairs being completed on target. 95% of repairs were completed
right first time. Customer satisfaction with reporting repairs was 98% and the tenant
satisfaction with the quality of responsive repairs work was 95%.
The number of general needs void (empty) properties reduced to
28 from 41 the previous year end.
We continued to expand our services while delivering cost efficiencies of
3.3% and reducing current arrears from 4.8% to 3.4%.
In October 2006,we were awarded the Quality Housing
Services (QHS) ‘Excellence in Service’ Certificate.
Customer satisfaction with the anti-social behaviour complaint process was
86% and with the complaint process 89%.

Homes achieving the Decent Homes Standard has increased
to the target level of 92% from 90% in the previous year.
Over 500 young people took part in our Get With Scheme in 2006

500
400
300
200
100
0
Performance
Total homes owned and managed: 7005
Total number of lettings this year: 392
The major work spend of £5.6m
for the year was mainly on the
following work:
Owned and Managed General Needs: Average Rents per week
4800
£120
3600
2400
1200
0
£90
£60
£30
0
Number of homes
Rewiring
Window & Door
replacements
Central heating
installations/upgrades
Modernisation -
Kitchens/Bathrooms
Basingstoke
Hart
Rushmoor
Other
Bedsit
155
Number of homes
89
327
2323
£58.92
271
£68.91
351
£80.66
£91.45
£97.79
442
4266
£112.26
1 2 3 4 5
Number of Bedrooms

Sources of Household Income
Net weekly Income
Other
(6%)
No state
benefits/state
pensions
(23%)
All from
state benefits/
state pensions
(43%)
£275 and
over (33%)
Up to £49 (4%)
£50 to £99 (11%)
£100 to £124 (9%)
Partly from
state benefits/
state pensions
(23%)
£250 to £274 (6%)
£225 to £249 (6%)
£200 to £224 (7%)
£125 to £149 (7%)
£150 to £174 (10%)
£175 to £199 (7%)
Household Type
Status of all People Housed
Older single
people and
older couples
(8%) Couples
(11%)
Single People
(28%)
Other (5%)
Working
part time (7%)
Working
full time (20%)
Job Seeker (4%)
Retired (4%)
Not seeking
work (19%)
Households
with Children
(48%)
Child (38%)
Full time
student (3%)
Long term sick/
disabled (5%)

Sentinel’s financial position continues to strengthen with net
assets at cost of £35.6m up £5.9m from 2006. Also our housing
stock was revalued on 31st March 2007 at £372m which is
£231m above book value. Both of which help our capacity to
develop new affordable homes to meet growing demand.
We achieved over £650,000 cost efficiencies (3.3%), which have been reinvested into
services, maintaining our assets and developing new homes. Our target for cost
efficiencies over the next two years is at least 5% of our rents. During the year we
disposed of our non-core student accommodation, releasing £2.4m for investment in
social housing.
Our financial
position

Income and expenditure
2006/7 2005/6
£000 £000
Income from:-
Social housing 30,163 28,145
Other services 785 959
Homebuy sales 4,795 8,434
Net Turnover 35,743 37,538
Costs of:-
Social housing (21,227) (19,503)
Other services (634) (914)
Homebuy (4,411) (8,206)
Operating Surplus 9,471 8,915
Net Interest Paid (4,889) (4,920)
Net Surplus before property disposals 4,582 3,995
Surplus on property disposals 1,272 402
Net surplus before tax 5,854 4,397
Balance Sheet
Net investment in housing stock 144,035 140,506
Other net (liabilities) / assets (3,023) 1,158
141,012 141,664
Funded by:-
Loans 100,800 108,550
Long term liabilities inc. pensions 4,584 3,340
Reserves 35,628 29,774
141,012 141,664
Summarised Cash Flow
Investment in social housing 13,861 20,676
Investment in other assets 220 418
(Reduction) / increase in cash on deposit (1,979) 1,904
12,102 22,998
Financed by:-
Operating performance 6,559 5,880
Property disposals 3,352 555
Social housing grant 9,941 5,563
Loans (repaid) / drawn down (7,750) 11,000
12,102 22,998

Marnel Football club sponsored by Sentinel
Governance
The Sentinel Board oversees the work carried out by Sentinel. Board Members are paid, to help
retain and improve the quality of governance arrangements. The Board comprises 13 Board
Members, including five resident Board Members. Representatives from Basingstoke & Deane
Borough Council and Hart District Council also attend Board Meetings and events.

Our Board Membership policy sets out the obligations of Board Members, a copy of which is
available on request.
Board members are remunerated within Housing Corporation guidelines.
The Board Members are:
Charles Kaye, OBE, Chairman
Writer, lecturer, retired Chief Executive and a consultant. A Member of
the Institute of Healthcare Management; Board Member of Step-by-Step
and Chairman of the Public and Patient Involvement Forum, Hampshire
Partnerships NHS Trust.
William Wallis, Vice-Chairman
Retired Investment Banker, Chartered Accountant.
Richard Wylie, Vice-Chairman
Sentinel resident and retired Security Supervisor.
Dennis Battle
Retired Commissioner of Customs and Excise, and a consultant.
Fellow of the Chartered Institute of Personnel and Development.
Derek Childs
Consultant to the construction industry for cladding and Modern
Methods of Construction.
Brian Etheridge
Deputy Director Capability Reviews, Cabinet Office.
Paul Frankum
Sentinel resident and local councillor.
William Hall
Sentinel resident employed in a motor retail group as Warranty and
Quality Manager.
Lynda Hance
Housing Consultant and Member of the Chartered Institute of Housing.
Kathy Hine
Sentinel resident and Director of TPAS.
Sheila Jenkins
Sentinel resident and a Customer Services Advisor working at Sentinel.
Julian Macro
Retired Minister of the United Reformed Church and trustee.
Patrick Symington
Consultant in the housing sector.
Basingstoke & Deane Borough Council representatives:
Councillors Robert Donnell and Laura James (until May 2007) and
Councillors Cathy Osselton and Robert Golding (from June 2007).
Hart District Council representatives:
Councillors Susan Band and Stuart Bailey (until May 2007) and
Councillor Ken Crookes (from June 2007).
The Executive are:
Martin Nurse - Chief Executive
Val Bagnall - Business Director
Lionel Haynes - Finance Director

Thank you
to all our staff
Gill Adams, Carole Adams, Nikki Akehurst, Jean Anderson, Michael Awuah, Alison Bain, Sandy Balchin, Lynn Baldwin, Helen Barker, Teresa Barkley, Jan Barron, Dawn Bartlett,
Steve Bates, Liz Benson, Howard Beresford, Jo Berry, Sue Blackgrove, Anne Blair, Alison Bone, Sid Bradley, Jane Brooker, Patricia Brooks, Jackie Bruty, Carole Bullock, Toni Burrows,
Vernon Butcher, Janice Butler, Debbie Butler, Gary Cannings, Sarah Carlisle, Denise Carlton-Sales, Fiona Carruthers, Jo Chamberlain, Melissa Chapman, Mary Cheal, Joyce Chestney,
Lynn Chivers, Pat Cook, Debbie Cook, Nicky Cook, Debbie Cooke, Sandra Coster, Cindy Creasy, Karen Crone, Sandra Crook, Linda Crowe, Mary Curtis, Alec Curtis, Karen Damon,
Jean Davenport, Pete Davis, Louisa Davis, Eileen Davy, Louise Dawson, Margaret Denyer, Amy Dodsworth, Andrena Donnelly, Adam Donovan, Tina Douglass, Bridget Downie,
Kim Drewery, Tasha Dunning, Linde Emerson, Stacey Eveleigh, Julie Everiss, Julie Feighery, Bridie Flanagan, Eleanor Foley, Pauline Forbes, Di Ford, Jenny Foster, Nicola Fremond, Alan Gale,
John Garvey, Bob Gath, Andrew Gay, Cathryn Gee, Ben Giles, Teresa Gilmore, Sharon Glover, Dianne Godby, Caroline Goddard, Derek Greenfield, Sue Gregory, Lynne Grimshaw,
Richard Hall, Jon Hannan, Pat Harmer, Pat Harris, Larraine Harris, Ian Harwood, Sue Hawkins, Nicki Henry, Leanne Henstock, Charlene Hewlett, Cherry Higgs, Pauline Holland,
Neil Holmes, Beth Holmyard, Tim Hopper, Bernie Hughes, Stuart Humphries, Hazel Ivory, Suzanne James, Sheila Jenkins, Diane Kerslake, Kath Killick, Naomi Laffoley, Judith Lander,
Julie Lane, Craig Lath, Jane Lawrence, Heather Lightbody, Carol Lovegrove, Brian Maloney, Maureen Martin, Diane McCorry, Scott McGowan, Tamara McGregor, Helen McIntyre,
Pavinder Mehet, Judy Melluish, Kirsty Midmer, Sue Mitchell, Chantal Mitchell, Dave Mitton, Rejoice Mncube, Zoe Moncrieff, Anne Morley, Miriam Morris, Sarah Morrisen, Kim Oliver,
Mick Parker, Shaun Parmar, Tim Part, Katrina Patel, Felicity Paterson, Sam Paul, Vicki Payne, Steve Peach, Elaine Peacock, Judith Pearce, Janet Pickering, Alyson Pittman, Julie Porter,
Karen Powell, Cheryl Price, Louise Price, Rina Pujara, Gina Quinn, Kim Rainsley, Lorraine Randall, Carole Ranson, Jenifer Redstall, Pat Reece, Paul Richards, Kay Riley,
Vikki Riley, Ashley Rixon, Nadine Robinson, Tammy Roux, Bob Russell, Ben Sandall, Lorraine Scott, Ken Shephard, Sam Shephard, Michelle Smith, Kay Smith, Dawn Stanley, Nina Stokes,
Lisa Stoner, Hazel Strudwick, Sharon Taylor, Lynne Thomson, Yvonne Thomson, Steve Thorn, Asa Thorpe, Bill Thripp, Julie Toolan, Kari Tourle, Lyn Townsend, Larissa Trussell,
Helena Tsiantes Jansson, Dave Tull, Margaret Venn, Karen Wade, Victoria Ward, Damien Ward, Janine Waters, Lucy Watson, Jan Webb, Jennifer White, Emma White, Tina Widdison,
Brenda Wilding, Sylvia Wilkins, Tina Wilkinson, Ben Williams, Julie Williams, Rachalle Williams, Claire Wood, Susan Woodward, Lynn van den Broek
Sentinel Housing Association Limited
www.sentinelha.org.uk
Registered Office: 56 Kingsclere Road,
Basingstoke, Hampshire RG21 6XG
Phone: 01256 338800 Fax: 01256 844704