Annual Review 2017-18


Tai Tarian's Annual Review for 2017/18




Looking back on another

successful year…

Page 2


Welcome from

Jonathon and Linda

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Page 20

Page 27

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Page 32

Page 34

Vision, mission and

strategic objectives

Our highlights

Our performance

Delivering our Offer

Document Promises

Involving our tenants

Focus on our future

Our board

and executive


Our figures

At TaiTarian we have always been

passionate about making areal

difference to people’s lives and

their communities.

This year has seen anew phase in

our development and in July 2017 we

changed our name from NPT Homes

to TaiTarian. As aWelsh organisation,

we felt it was important to have aWelsh

name. Taimeans housing and Tarian

means shield, reinforcing our ethos

that we don’t just provide homes but

offer support and help to our tenants

and communities.


We launched our new Corporate Plan

‘Focus on Our Future’ in the summer

of 2017 and this demonstrates our

commitment to putting tenants at the

heart of what we do. Our vision is to

continue building upon the foundations

set down during the first seven years

of our organisation and to focus on

delivering services which exceed

tenant expectations.

We’re very happy to report that this

year has seen us deliver the remaining

offer document promises, this was

approved by our Board inMay 2018.

We’re very proud of this achievement

and will continue to work hard to

deliver on our new plans.

We believe that the ongoing work

with our tenants and stakeholders is

integral to what we do and we look

forward tocontinuing to work closely

with our tenants, Board, employees,

contractors and partners over the

coming year. These partnerships

enable us to carry on doing what we’re

passionate about –making apositive

difference to the lives of individuals,

families and the communities we

work with.

Chair, Jonathon Davies and

Chief Executive, Linda Whittaker

Our staff have continued to shine,

with anumber receiving awards

during the year. Wealso gained

the Welsh Government’s Platinum

Corporate Health Standard, which

is the highest possible accolade,

for the work we’ve done to improve

the health and wellbeing of our staff

and communities.


‘We’re more than ahousing provider’

We want to have apositive impact on our communities and the people who live in

them. We believe we can do this by providing high quality homes, delivering great

services and creating opportunities. This is reflected in our strategic objectives.

Our Vision: Making aDifference

Our Mission: Great Homes, Great Communities

Our strategic objectives for 2017-20

We will;

• Continue to invest in our current

homes and communities

• Develop our workforce to improve

effectiveness of service delivery

• Maximise our use of technology to

deliver what matters to customers

• Pursue opportunities for growth


Our highlights


Our highlights

We’ve got anew name

In July 2017, we changed our name

from NPT Homes to TaiTarian.

It is now six years since homes were

transferred to NPT Homes from

Neath Port Talbot Council, with the

main purpose of the transfer being to

bring homes up to the Welsh Housing

Quality Standard (WHQS). This was

achieved in March 2017.

As we look to the future wewill

continue to invest in our homes and

services ensuring we are meeting our

tenants’ needs. We may also look to

expand beyond Neath Port Talbot,

continuing to focus on improving the

services we deliver to our tenants.

It felt the time was right to change our

name, to help us achieve our future

plans and also provide clarity within

the local community that we are a

separate organisation to the Council.

Staff and tenant members were asked

to give suggestions and more than 400

possible names were received.

Ashortlist of six names were put

forward toastaff vote and TaiTarian

was the clear favourite.

As aWelsh organisation, we felt

it was important to have aWelsh

name. Taimeans housing and

Tarian means shield, reinforcing

our ethos that we don’t just

provide homes but offer support

and help to our tenants

and communities.

Linda Whittaker, Chief Executive


Our highlights


Our highlights

Old uniforms helping

rangers in Zambia

After changing our name we donated

our old uniforms to the National

Police Aid Convoys charity and

were delighted to learn that they are

now being worn byrangers at the

Chipembele Wildlife Education Centre

in Zambia.

The rangers, who protect endangered

animals from poachers, did not have

uniforms so the donation has made a

real difference.

Jules Langstaff from the National

Police Aid Convoys, who co-ordinated

the donation, said:

We are very grateful to TaiTarian

for supporting this initiative

and the uniforms are really

appreciated by the Zambian

wardens who are working hard to

protect their country’s wildlife.


Our highlights

and experience to help them secure

long term employment.

The project has already had success

with five of the first intake of recruits

going on to gain full time employment,

two with us and three with

external organisations.

Helping people back

into work

In summer 2017, we launched anew

initiative to help people struggling to

find employment back into work.

The Copper Foundation gives long

term unemployed people 12 month

contracts working alongside our

experienced tradespeople to gain

knowledge and experience in anumber

of fields. They also receive mentoring

and advice on how to compile CVs, fill

in job application forms and interview

technique training.

By the end of their time with us, they

will have gained the necessary skills

Lewis Jones, who has gained ajob in

our neighbourhood team, said:

I’m over the moon to have landed

this new opportunity. I’ve learned

agreat deal over the past year by

being part of the Copper Foundation

project. I’ve worked with agreat

bunch of boys and had fantastic

support from my supervisors

and manager.

The project is set to expand further

with up to 80 people being given

opportunities over a five year period.


Our highlights

Fire safety

Acampaign was launched and

acommunity event held to raise

awareness of fire safety to ensurewe

keep our tenants as safe as possible in

their homes.

Hundreds of leaflets weredelivered to

all of our flats warning tenants about

the risk of potential firesifcommunal

areas arekept cluttered. Our staff also

tagged any items they saw in those

areas, explaining to tenants that they

must be removed to ensuretheir safety.

Our community event was held at NSA

Afan Community CentreinSandfields

with South WalesPolice and Mid

and West WalesFireService, and we

wereable to offer lots of advice to

our tenants.

Platinum Corporate

Health Standard

The organisation was delighted to

be awarded the WelshGovernment

Platinum Corporate Health Standardfor

the work we have done to improve the

health and wellbeing of our staff and

the local community.

The award, which is the highest accolade

given by the Corporate Health Standard,

is presented to exemplar organisations

who demonstrate commitment to

anumber of key areas including

partnership working, community

engagement, transport, sustainable

building and employment skills.

Organisations must also show evidence

of best practice that has gone above

and beyond to improve health and

wellbeing, as well as giving something

back to its local community.


Our highlights

Corporate Health Standard

Assessment Panel Chair,

AvaFine, said:

TaiTarian’ssubmission for the

Platinum Corporate Health

Standardaward was of the highest

standard. The organisation really

demonstrates asustainable

commitment to the community

which goes beyond their normal

everyday business. It was fantastic

to see the lengths they have gone

to engage with all areas of their

community –tenants, volunteers,

businesses, schools and more.

One of the initiatives that caught

the judges’ eye was our Bee

Project that helped us to connect

with local communities, educate

local young people about the

importance of looking after wildlife

and develop our outdoor areas.

The work involved building bee

hives and creating awildlife garden

at our headquarters. Local school

children were encouraged toenter

acompetition to design bug houses

for the garden and the winners

and their classmates were then

invited to meet our resident bee

keeper and find out how the bees

produce honey.

The winners of the competition,

Crynall Primary School pupils Sam

John and Lowan Hitchings said:

It was really fundesigning and

making the bug houses and we

learnt lots during our visit. We really

had agreat time!


Our highlights

Beware ofloan

sharks campaign

Our campaign to raise awareness of

the dangers of illegal money lending

and loan sharks has reached more

than one million people.

The focus of the campaign was a

hard-hitting video based on the reallife

experiences of one of our tenants

and the misery, stress and dangers

caused by borrowing money illegally.

The campaign urged our tenants and

anyone in our communities who has

become avictim of aloan shark, to

seek help and advice.

Our tenant whose story was key to

the campaign said after watching

the video;

It brought back alot of feelings

about the situation Iwas in and I

hope that people that are inthe

same predicament that Iwas in

watch your film and get the help

which Ireceived from TaiTarian.

Youtotally changed my life and I

can’t thank everyone at TaiTarian

enough who does this excellent

work in helping people who are

in trouble financially or otherwise.

Keep up the good work and

thanks for everything.

Leaflets and posters were produced

with details of the help on offer for

our tenants. We also held a‘Money

Saving Matters’ community event

with partners to promote ways in

which tenants can make their money

go further.


Our highlights

Five apprentices

secure full time jobs

Five apprentices who joined our

organisation 18 months ago have

gained long term roles in our

trade workforce.

Tomos Grace, Fraser Richards,

Joshua Hambley, Morgan Jones and

Shane Lewis have been studying

for their Level 3Multi Trade Building

Maintenance Operative Apprenticeship

at Neath Port Talbot College while

gaining work experience in

our properties.

Andrew Carey, Deputy

Director of Assets, said:

The apprentices have really

impressed us in the last 18

months and are fully deserving of

their full time positions with us.

We are proud to be investing in

construction talent locally.


Our highlights

Working with Michael

Sheen to end high

cost credit

We’re proud to be supporting anew

organisation founded by Port Talbot

actor and activist Michael Sheen,

aimed at tackling the unfair targeting of

high cost credit to those who can least

afford it.

We’re one of the key partners of The

End High Cost Credit Alliance which

was founded by Michael in 2017 and

launched in March 2018.

The Alliance aims to find ways to make

change happen and many of the ideas

will be tested in Port Talbot.

One of our strategic priorities is to

seek opportunities to help tenants

make their money go alittle further.

The Alliance will help us to do this by

exploring alternatives for tenants to

access low cost credit.

Michael said:

From the very beginning of this

initiative Isat down with TaiTarian

to explore the challenges locally and

they have been an integral part of

the Alliance. Our message is simple,

credit is good but not in asystem

where itisunfairly targeted and

maximised for profit over

social impact.

We need ideas, we need solutions

and most importantly we need to

act. Ilook forward toworking with

TaiTarian to create afairer deal for

our communities and the

entire country.


Our highlights

Pledging to end

mental health stigma

Our commitment to supporting our

staff and tenants who may have mental

health struggles was underlined when

we signed up to the Time to Change

Wales pledge on World Mental

Health Day.

The pledge, which aims to improve

understanding about mental illness,

reinforces our aims to think and act

positively to help people who may be

suffering. It follows on from aseries

of awareness raising events we held

during Mental Health Awareness week.

Michael Harvey, from Time to

Change Wales, said:

We are really thankful to

TaiTarian for supporting us. It’s

really important that organisations

get behind our campaign and

help tackle the stigma that exists

around mental health.


Our highlights

Giving back to our


Our Community Challenges went

from strength to strength with nine

projects including community centres,

churches, playgroups, schools and a

local foodbank benefitting.

Outdoor spaces were transformed

and buildings given make overs,

including new kitchens

and redecoration.

The challenges are apartnership

programme between us and our main

contractors to give something back

to the community by providing free

building or maintenance work.

The biggest challenge took place at

Ysgol Hendrefelin in Bryncoch and

involved our staff clearing overgrown

grounds, building new paths and

erecting fencing. Anew viewing

platform was created along with

seating areas in asensory garden.


Our highlights

Angela Lewis, from Ysgol

Hendrefelin, said:

We are sograteful to TaiTarian for

the work they have done at the

school. It has opened the space

up and helped pupils explore

their senses and discover the

environment around them.

Many of our workforce helped to

deliver the building in just 11 days,

making areal difference to the charity

which supports children in care and

young adults who are transitioning to

independent living.

Chris Jones, TaiTarian Property and

Maintenance Inspector, who took

part in the build, said:

Our staff also joined forces with

other local organisations to support

aspecial BBC DIY SOS project in

Swansea. The popular television show

aimed to build anew headquarters for

Roots Foundation Wales aspart ofthe

Children in Need appeal.

When we heard that DIY SOS

were looking for people to help

out at their Children in Need build

in Swansea, my colleagues and I

jumped at the chance to take part.

It was agreat experience to be

part of the project and we all felt

very proud to have been able to

contribute to this worthy cause.


Our highlights

Award winning staff

We’re proud that the great work

our staff do every day has been

recognised by anumber of

national awards.

Our Organisational Development

(OD) team scooped ahat-trick of

wins at the Wales HR Awards, being

named HR Team of the Year and OD

Specialist Kelly Mordecai won Best

HR Professional as well as the overall

award ofHRStar.

Our work with contractor Mi-space UK

Ltd to upgrade wiring and insulation in

tenants’ homes received the Customer

Excellence Award atChartered

Institute of Housing Cymru Welsh

Housing Awards.

The project, which took four years to

complete, was praised for an excellent

approach to customer service that

showed ahigh level of satisfaction

with 98% of tenants reporting a

good experience.


Our highlights

Our Transport

Manager, Mair

Jones, won


Manager of the

Year at the UK

Annual Talent in

Logistics Awards.

Mair, who is responsible for keeping

our fleet of 130 commercial vehicles

on the road, was praised for her

outstanding commitment to road user

safety, customer service excellence

and high levels of compliance.

Charlie Thwaite, one

of our young


was a finalist in

the Youthbuild

UK Awards.

The 18 year

old apprentice

carpenter was

shortlisted for the

Young Builder of

the Year award inrecognition of the

outstanding progress she had made

since joining our organisation.

Stephanie Preedy, works in our Assets

department, was shortlisted for the

Chartered Institute of Housing Cymru

Apprentice of the Year award. She

was recognised for her commitment,

learning and excellent people skills

shown in her role with tenants.

Our organisation was also a finalist

in the Integration and Collaborative

Working and Client of the Year

categories of the Constructing

Excellence in Wales awards.

We were recognised for our

refurbishment work on Ty Gnoll

Newydd in Neath and providing value

for money.


Our performance

Seal of approval from

Welsh Government

Our latest Regulatory Judgment from

Welsh Government, which assesses

how we have been performing over

the last year, was Standard –the

highest possible rating.

The purpose of the assessment is

to ensure that the organisation is

well governed with good levels of

tenant involvement. It also assesses

whether the risks facing the business

are well managed, that there are

robust processes in place to assess

performance and that measures are

being taken to continually improve the

services offered to our tenants.

The assessment also looked at our

financial performance to ensure weare

financially sound and are

delivering value for money

in all areas of the business.


Community reinvestment

Using the Welsh Government’s Value Wales Toolkit we have been

able to demonstrate that for every £1 spent on our major works

programme £1.99 is reinvested in our local communities out of a

maximum £2 achievable.

Financial inclusion and universal credit

Our financial inclusion team provides

advice and support to tenants

experiencing financial difficulties.

Working jointly with our income team

they provide support on benefit

changes, budgeting and digital

support. Tenants are also supported

to claim and manage their universal

credit claims.

We try to make access to advice

and support as easy as possible for

tenants including over the telephone,

at home visits and through our benefits

advice surgeries.






Additional benefits and

Direct Housing Payments

for our tenants

Benefits advice surgery


Home visits

Telephone advice

Benefits appeal success rate



We want our tenants to feel proud of their homes. Our dedicated staff and

contractors are committed to delivering ahigh quality repairs service.

7,420 3,261 19,556

Emergency Repairs Urgent Repairs Non-Urgent Repairs

90 %

99.99 %

Gas Safe



Tenant satisfaction

with the latest repair

completed at

their home

Overall Tenant

satisfaction with

our repairs and

maintenance service


Tenant satisfaction

We have seen an increase in satisfaction

levels over the last year.





recommend us

to family and



say our rent

provides value

for money



with the way

we deal with




say we listen

and acton

tenant views




Quality of

94 %

their home


say we provide

the service



*550 surveys from July 2017 to March 2018 (*181 surveys)


overall service satisfaction


What our customers have said

This year we received 243 compliments from our customers,

here are some of the things they said:

“Thank you for the wonderful

service Ihave received today.

Iwanted to say thank you for

how fast someone attended to

the property and how pleasant

all staff Idealt with today were.”

“Thank you, thank you, thank you. The

boys did amarvellous job on my garden.

They cut down the trees, cleaned up after

themselves and they weremarvellous,

you’reall marvellous to me anyway.I’ve

never seen anyone work as well as the

boys do in TaiTarian. I’ve got alovely

garden Ican sit in now.SoIjust want to

thank you very much.”

“I wanted to say how fantastic

Ifound the inspectors who

attended the property as they

were sothorough and really

listened to me regarding an issue

with the shower. Iwanted to say

thank you to them and really

wanted to praise the service

they provide.”


“They are the only people who

helped me directly when Ihad the

most difficult time in my life. Now

Iknow that there are people who

can help when you’ve lost hope.

Big big thank you.”

“Fantastic, lovely job.

Absolutely brilliant, Ithink

they deserved acall tosay a

big thanks. They were really

lovely. Clean, tidy and neat!

There wasn’t aspeck of dust

or paint anywhere –they

really did alovely job!”

“I wanted to thank the gentleman

Ispoke to on the phone and the

plumber who attended to resolve

ablockage on the shower trap.

The gentleman Ispoke to on the

phone was polite and very helpful

and arranged for the work to be

completed quickly,the plumber

who attended arrived quickly and

was brilliant. He was polite and

resolved the issues thereand

then. Ican’tpraise both boys

enough. The out of hour’sservice

is brilliant.”

“Tai Tarian totally changed

my life and Icannot thank

everyone who does this

excellent work in helping

people who are introuble

financially or otherwise

enough, keep up the

good work and thanks

for everything.”


Our people


of our staff

stayed with

us throughout

the year

We are passionate

about developing

our employees

and invested


in the last year



is low

We sponsored 21 EMPLOYEES

to embark onaqualification in their

specialist areas

For 14 of these we secured

funding from the Welsh









Our staff are

more engaged

than staff in 83%

of comparable


of employees

76 % live locally


Delivering our Offer Document Promises

The Transfer Offer Document outlined 118 promises which we committed

to deliver to our tenants and we’re very pleased to confirm that delivery of

the final promises were signed off by our Board inMay 2018.

The final promises delivered were:






Grounds maintenance about improvements to fencing

and boundaries.





Security doors, lighting and communal fire improvements.


to Haven





Shower/wet rooms installed for all tenants.

Automatic doors installed for communal areas and entrances

where applicable.

All decoration works to internal areas have been delivered.

All internal re-modelling works have been undertaken.

Atenant handbook is in place at all schemes.



We want to hear from our customers when things

go wrong and aim to resolve problems as quickly

as possible.

Complaints provide valuable feedback and help us

to continue to improve our services.


171 dealt with

90 %

were resolved

within 30 days

Involving our tenants

Our Academy, agroup of our

members, helped us in assessing

how we’ve performed. By working

jointly with our staff and reviewing

performance information, they helped

us to develop aset of improvement

actions, all of which are set out in our

Making aDifference storyboards. Our

Academy also reported their findings

to the Board for approval before

the storyboards were published on

our website.

They play an important role in our

self-evaluation and we’re delighted

with their work, which helps us to

continually improve services to

our tenants.

Ienjoy being part of the Academy

and having the opportunity to

review the work TaiTarian delivers

to its tenants.

Eddie Rawles, Academy Member


Focus on our future

During the year we launched our new

Corporate Plan for 2017-20, ‘Focus

on Our Future’. Since then work has

commenced on all of the initiatives

within the plan.

Continue to invest in our

homes and communities

We want to make our communities

more attractive so tenants can

feel proud of where they live. Our

external boundaries programme will

see us improving gardens, fencing

and communal land. We are also

developing community services, our

plans include;

• Upgrading our neighbourhoods

• Providing the best possible homes

for our tenants

• Ensuring our processes are fit

for purpose

• Developing


services by

creating job



affordable credit

options and working with

partners on financial literacy

initiatives for tenants and

their children

We are now beginning to see the

outcome of our work with areas

being transformed.

Through our Copper Foundation

initiative five of the seven individuals

recruited in 2017 have moved on to

permanent employment.


During March there

were positive

messages in the

media regarding

our initiative to

develop affordable

credit options for our

tenants, with Michael

Sheen launching the End

High Cost Credit Alliance.

We are proud to be akey member of

the Alliance and are looking forward

to continuing to develop alternatives

to high cost credit and stopping the

targeting at those who can least affordit.

• Improving our succession and

workforce planning

Our staff development programme

is progressing well and many of the

initiatives to work more effectively

have commenced. We’ve held aseries

of events to let our staff know how

well we’re doing in progressing our

strategic objectives. These events

were agreat success and alot of

positive feedback was received on the

good work we’re doing.

Develop our workforce to improve

effectiveness of service delivery

Our ambition is to make our people

feel inspired and supported to work

effectively to ensure wedeliver the

best experience to our tenants.

We will achieve this by;

• Adapting roles and structures

to reflect changing tenant and

organisational priorities

• Enhancing the skills, engagement

and performance of our people

Maximise our use of technology to

deliver what matters to customers

As an organisation committed to

continuous improvement we want to

ensure we’re delivering what matters

to our tenants. We will achieve this by;


Reviewing and streamlining

processes to ensure they are fit

for purpose

• Making it easy for tenants to

interact via technology

• Ensuring staff have accurate

information available at their

fingertips at all times

• Providing arange of options

for tenants to interact, based

on their diverse requirements

or preferences

We want to provide accessible ways

for tenants to interact with us, in away

they want and at atime

that suits them.

We’re currently

working on a

new portal,

which will


tenants to

apply for


make a


and report a

repair online.

Pursue opportunities for growth

Through our growth initiative we aim

to provide an additional 300 homes by

2020. We are progressing this through

building new homes and buying back

homes in areas where weknow people

want to live. We will achieve this by;

• Increasing our stock of homes both

inside and outside the Borough

• Expanding opportunities for

intermediate and social market rent

• Considering options to help people

own their own home through

building for sale

• Exploring opportunities

for collaboration with

other organisations

During the year we started building

23 new homes on three different sites

and the new homes will be ready for

residents during 2018.


Who are the Board and Executive Management Team?

We are governed by avoluntary Board made up of tenants, Council nominees and

independent members.

The Board has overall responsibility for:

• Ensuring the organisation is accountable to tenants and other stakeholders

• Approving and monitoring policies to support the Corporate Plan

• Monitoring our performance and ensuring the organisation is meeting the

outcomes set in the Corporate Plan

Board members

Jonathon Davies

Chair and Independent


Shelley Bosson

Vice-Chair Co-optee Member

Samantha Jones

Tenant Member

Steve Mundy

Independent Member

Denise Davies

Tenant Member

Harry Lloyd

Independent Member


Sonia Reynolds

Council Nominee

Peter Maggs

Co-optee Member

Rosalyn Davies

Council Nominee

Mike Jones

Co-optee Member

Alan Lockyer

Council Nominee

Steffan ap Dafydd

Council Nominee

Resigned board members

Helen James (Independent)

Daniel Smith (Tenant Member)

Annette Wingrave (Council Nominee)

Our ExecutiveManagement Team

Linda Whittaker

Chief Executive

Claire Maimone

Director of Housing

John Andrew

Director of Finance,

Corporate Services,

Company Secretary

(Resigned May 2018)

Steve Tucker

Interim Director of Assets


Our figures

On 1st April 2017 we had total cash of …


We had money coming in from …



Service charges


Grants from Welsh Government and Local Authority £6.5m

Property sales -Right to Buy and other £2m

Other income




We spent it on…

Improving and repairing your homes and communities

Buying and building more homes for rent

Service costs

Tenancy management and support services

Interest payments and other finance costs








To do this we had to borrow… £0

This left us with total cash at 31st March 2018 of… £11.2m



For our Highlights video of our annual

review visit

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