Our Year

Our
Year
A look back on our achievements
from April 2018 - March 2019

Looking back on another
successful year…
Page 2
Welcome
Welcome
from Jonathon
and Linda
Page 4
Our highlights
Page 15 Our performance
Page 24 Our Board
and Senior
Management Team
Page 26 Our money
Reflecting on a
successful year.
Day in day out we are continuing to
make a real difference to people’s
lives and our communities.
We are really proud to have been
able to build more homes over the
last year. Meeting new tenants when
they have just moved in and seeing
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the difference a new, modern home
has made to them makes our work
really rewarding. But it’s not just our
new tenants that benefit, we are
transforming towns and villages with
beautiful homes that we are proud to
call ours.
Two years ago we made a
commitment to help people
struggling to find employment, back
into work – The Copper Foundation
was born.
Thirty people have been given that
chance so far and it’s amazing to see
how the programme has changed
their lives. This is having a knock
on effect on our communities as
the Copper Foundation teams play
a key part in our external boundary
programme, transforming the look of
our communities with new fencing,
walls, pathways and gates.
But practical experience aside, lots
of fantastic training, support and
guidance is also on offer throughout
the year to give these people the
best chance of securing more work
once their contract ends. Out of
the 15 who have completed the
programme so far, 11 have gone on
to secure full time employment which
is extremely positive.
As a key partner of the End High
Cost Credit Alliance we have
continued to make strides in tackling
unfair targeting of high cost credit
at those who can least afford it.
We have also developed a closer
working relationship with South
Wales Police to combat anti-social
behaviour in our communities, a
model South Wales Police and Crime
Commissioner is looking to replicate
in other parts of Wales.
We are especially proud that some
of this fantastic work has been
recognised at a national level, with
a number of award nominations
throughout the year. Already the next
year is looking bright as we continue
in the same vein to make a positive
difference to the lives of individuals,
families and the communities we
work with.
Chair, Jonathon Davies and
Chief Executive, Linda Whittaker
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our year
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OUR YEAR Our highlights
“Tai Tarian have been
invaluable in making us
aware of vulnerable tenants
and raise suspicions and
concerns but also ensure
support services are in place
for those affected. It’s a
truly holistic approach,
from which we are already
seeing benefits.”
CHIEF INSPECTOR MATHEW LEWIS,
SOUTH WALES POLICE LEAD
Our
highlights
4
| MAKING A DIFFERENCE

Partnership Work to
Combat
Crime
We have worked closely with
South Wales Police to help
combat anti-social behaviour in
our communities, particularly
around county lines drug crime.
A multi-agency office opened in
Melyn in December, giving members
of the community the opportunity to
speak face-to-face with housing staff
and the local police to combat the
anti-social behaviour issues in the
CHIEF INSPECTOR MATHEW LEWIS,
SOUTH WALES POLICE LEAD, SAID:
“We have always worked
closely with partners
such as Tai Tarian but this
new approach has really
improved those links and
enabled all agencies to be
better informed and better
equipped to respond to
concerns, suspicions and
intelligence.”
area. Since then, we have been part
of several multi-agency operations
with South Wales Police which have
seen arrests made, drugs seized
and vulnerable people safeguarded
across Neath Port Talbot.
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our highlights
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OUR YEAR Our highlights
6
Changing
30 Lives
with Our Copper
Foundation
In summer 2017 we made a
promise to help people struggling
to find employment back
into work.
So far, 30 people have been given
12-month contracts working
alongside our team of skilled
tradespeople to gain knowledge and
experience in a number of fields.
Out of the 15 who have completed
the programme so far, 11 have gone
on to secure full time employment.
More people have been recruited
since March this year with more
intakes planned throughout the year.
More about the Copper Foundation
can be found on:
www.taitarian.co.uk/copper
JADE JOINED US LAST SUMMER:
“Being a single mum,
finding work has always
been difficult. Working
in my own community,
enhancing areas and
people’s outdoor space is
something quite special, it
makes you really feel proud
of the work we are doing.”

Building
New Homes and
Enhancing our
Communities
Building new and affordable homes
in places where people want to live
is a top priority for us.
TENANT, MR WHITTON, SAID:
“Every single worker that
has worked on my property
has been amazing. All very
polite, clean and tidy. I’m
really pleased with the work
and everyone who made it
possible.”
93%
Last year we built 23 new homes
in, Sandfields, Melyn and Skewen,
whilst building work also began
in Caewern and Briton Ferry. Our
development plans will continue
with new homes being built across
the Borough.
Work has also continued on our fabric
programme which includes external
wall insulation, render and roofing.
We are making progress on our
externals programme for fencing,
walls, paving and other external
works so our customers can feel
proud of where they live.
Details of what you can expect from
our programme and when its due to
come to your area can be found on
our website: www.taitarian.co.uk/
externalprogramme
of tenants who have had
external work done rated
it good or very good.
Out of 693 tenants surveyed.
OUR A LOOK ANNUAL BACK REVIEW ON OUR APRIL ACHIEVEMENTS 2018 - MARCH FROM 2019 APRIL | 7 2018 - MARCH 2019 Our highlights
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OUR YEAR Our highlights
Ending High
Cost Credit
We have continued to make
strides in tackling unfair targeting
of high cost credit at those who
can least afford it.
As part of the End High Cost Credit
Alliance, founded by actor and
activist Michael Sheen, members
of our money matters group have
been bravely sharing their stories of
struggling with debt to help others
understand the reality of
their experiences.
Our focus has now extended to our
employees, offering a course to
ensure that employees will have the
confidence to talk to tenants about
money worries, offer support and
signpost them to services that can
offer debt advice.
MICHAEL SHEEN SAID:
“At the heart of the End High
Cost Credit Alliance is the
lived experience of people
dealing with these issues in
their everyday lives. This
means the work we do can
be rooted in communities
where ideas can be developed
with the people of those
communities themselves.
If we learn to identify the
warning signs, understand
the issues and have the
confidence to signpost to
services who can offer advice
in a fair and responsive way,
that would be brilliant.
This is such an exciting
opportunity to work with Tai
Tarian and really help people
who may be vulnerable to high
cost credit and are struggling
with debt and the worries this
brings.”
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Making the Most of our
Outdoor
Space
We have been involved in lots of exciting
projects to enhance the outdoor space
in communities we are part of.
Nant Hir Woodland Garden in Glynneath
has been a true partnership project with our
Neighbourhood Team and two local schools,
Cwmnedd Primary and YGG Cwmnedd.
Pupils have been involved in getting the space
ready for outdoor learning, planting wildflowers and
learning about the importance of attracting pollinators.
At the opposite end of the Borough we have worked with Croeserw
Primary, contractor ASW and the Bio Diversity Team at Neath Port
Talbot Council with a view to turning Parc Croeserw into a nature trail
for local people to enjoy.
With lots of open space at our Haven schemes we have encouraged residents and their
families to sow wildflower and plant seeds to enhance the space. All of these projects links
closely with the work we have been doing with Buglife Cymru to create ‘B Lines’ in our
communities. These are a series of ‘insect pathways’ running through the places we live
where we are creating wildflower-rich habitat stepping stones. Areas of brand new habitat
will not just benefit bees and butterflies– but also a host of other wildlife. Already the work
we are doing is having an impact, with parts of the borough looking blooming beautiful! 9

OUR YEAR Our highlights
A Negative
Gender
Pay Gap
Every year we have to publish
our Gender Pay Gap. This is the
measure of the difference in the
average pay of men and women
– regardless of the nature of their
work – across our organisation.
Our most recent report shows that
we have no median pay gap and a
negative mean pay gap. So this
means on average women are now
paid slightly more than men.
LINDA WHITTAKER SAID:
180
Total Number
Of Female
Staff
513
Total
Number
Of Staff
333
Total Number
Of Male
Staff
“We are making strong progress toward being an organisation
that fulfils the potential of its employees. Bias of any kind has
no place in our workplace and we will continually strive to make
Tai Tarian an increasingly inclusive and open place for people of
all backgrounds to build a career that matches their talent and
ambition, regardless of their gender”
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Staff Dig Deep for
Ring20 Research and
Support UK
Staff raised a record £9,000 for our
chosen charity Ring20 Research
and Support UK.
Fundraising events included cake
sales, raffles and social events as well
as staff taking part in marathons in
order to raise money for the cause.
The amount represents the most ever
raised for one of our chosen charities
in the seven years the initiative has
been running. It brings the total
raised by staff for the various charities
to over £25,000.
ALLISON WATSON, CO-FOUNDER OF
RING20 RESEARCH AND SUPPORT UK
“We are really thankful to
Tai Tarian for supporting us.
Ring20 is an extremely rare
disease and so much more
research is needed to better
understand it and how to
treat people who suffer
from the condition. The
money that Tai Tarian have
raised for us will go a long
way in helping us better
understand the disease
whilst also allowing us to
support families who are
affected.”
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our highlights
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SPEAKING ABOUT THE ROLE, KYLE SAID
“I’m really grateful for
the opportunity SERS and
Tai Tarian have given me.
I started as a semi-skilled
roofer but I’ve now been
able to learn new skills
and develop my career.
I’m continuing to develop
thanks to SERS’ training
plan and am looking
forward to the future.”
Initiative Leads to
Employment
Opportunities
Local people have been given
opportunities to develop their
careers, thanks to a social clause
in all of our contracts.
This ensures that any company
working with us must provide a
benefit to the community.
Last year this initiative saw our
contractors SERS, ASW and RT
Contractors employing local people
to help carry out work on our behalf.
Kyle Johnson, 27, is one of the
workers employed as a result.
Having joined SERS on a temporary
basis last year, Kyle secured,
a permanent, full time position
with the company.

Recognition at a
National Level
In the UK Housing Awards we
were the only Welsh finalist in
the Landlord of the Year category
while also being shortlisted for the
Professional Services Partner of
the Year award for our work with
South Wales Police.
Emma Parker was shortlisted in CIH
Cymru’s Tai Housing Conference
2019 competition at the Tai housing
conference 2019.
We scooped the Social and
Community Benefit in Procurement
Award for our Copper Project at the
GO Wales Procurement Awards.
Our Procurement team were highly
commended in the Team of the
Year category.
As a result of our Welsh win we were
entered into the National Go Awards
and were highly commended for
our work.
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our highlights
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OUR YEAR Our highlights
We were also winners at the
Vocational Qualification Awards
as a result of us developing
a Maintenance Multi-Trade
Apprenticeship.
Independent Living Officer, Chantelle
Murphy, was also a finalist in the
Learner of the Year category at the
same awards in recognition of her
overcoming serious health problems
to continue with her studies.
Two of our Haven Housing
schemes won bronze at the Elderly
Accommodation Counsel (EAC)
Awards 2019.
Tŷ Gnoll Newydd in Neath and Gwyn
Court in Port Talbot were just two of
300 similar schemes to have won
a top prize, out of the almost 25,000
retirement housing schemes in
the UK.
Our Communications Team were also
finalists at the Chartered Institute of
Public Relations awards as a result
of the work they did to promote our
Illegal Money Lending campaign.
Our Illegal Money Lending campaign
was also a finalist in the CIH Cymru
awards where it was shortlisted in the
Building Safer Communities category.
There was recognition for our team
of volunteers as they won at the
annual CVS awards during Volunteer
Week and we were nominated in the
Employer of the Year category at the
Wales HR awards.
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Our
Performance
Community Reinvestment
For every £1 spent on our major works
programmes, £1.99 is reinvested in our
local community out of a maximum
£2 achievable.
Financial Inclusion
and Universal Credit
Our financial inclusion team provides
advice and support to customers
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.
1,072
tenants received benefit advice
679
tenants received Universal Credit
claimant support
305
tenants received digital support
276
food bank vouchers issued
46
tenants supported with
benefit appeals
79%
benefits appeal success rate
£4,073,676
money raised in unclaimed benefits
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our performance
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OUR YEAR Our performance
Staff Training
Turnover is low.
86%
of our staff
stayed with us
during the year.
93%
78%
of employees
live locally.
Our staff are more
engaged than staff
in 93% of comparable
organisations.
They receive
74%
of our
wage bill.
We are passionate
about developing
our employees
and invested
£295,286
on training in the last year.
Online
330 days.
£140,160
spent on health
and safety
training
47% of the
overall budget.
Face to
Face
training
equivalent to
2,373 days.
£56,609
spent on
supporting
staff with 50
qualifications.
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Customer Feedback
We want to hear from our customers when things
go wrong and aim to resolve problems as quickly
as possible. This year we dealt with 156
complaints. 89% were resolved within 30 days.
156 Complaints
223 Compliments
This year we received 223 compliments from our
customers and here are some of the things they said:
“Thank you for
doing a
magnificent job
cleaning the
bin/recycling in
their area. We
only had to
mention it to you
once and it was
done straight
away”
“Work was excellent
and attitude
brilliant. The
employee deserves
to know they’re
doing a great job.
Sometimes you get
an employee that
shines and really
represents the
company to their
best. They are an
asset to Tai Tarian.
Well done.”
“Sincere thanks
today to Tai
Tarian staff for
responding truly
appropriately and
meeting the
needs of a
severely disabled,
local resident”
89%
“My window was
fixed earlier -
fantastic response
from Tai Tarian’s
emergency team
again. The guys
that came out are
a credit to you.”
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our performance
OUR ANNUAL REVIEW APRIL 2017 - MARCH 2018 | 17 17

OUR YEAR Our performance
Repairs
We want our customers to feel proud of their homes and our
dedicated staff and contractors are committed to delivering
a high quality repairs service.
100%
of our homes
are gas safe
(as at 31st March 2019)
We completed
23,163
repairs
We completed
250
new roofs
Over 600 properties
have benefitted from
improvement works to
their external areas
85%
Customer
satisfaction with
the latest repair
completed at their
home is 99%
12,764 surveys completed
Overall customer
satisfaction with
our repairs and
maintenance
service is 85%
1,392 surveys completed
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Customer
Satisfaction
93% would recommend
us to family and friends
91% overall service
satisfaction
89% satisfaction with the
overall quality of their home
93% neighbourhood
satisfaction
81% say our rent provides
value for money
1397
88% say we provide the
service tenants expect
92% say we listen and
act on tenant views
89%
trust us
74% satisfaction with the way we
deal with anti-social behaviour
tenants surveyed
during 2018-19.
Issuing Contracts
Through the procurement process we have awarded 48 contracts
via tenders, quotes and framework agreements. Nine of the contracts
awarded show a like for like saving on previous contracts, with a
total saving of £489,159 over the life of the contracts.
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our performance
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OUR YEAR Our performance
Involving our
Customers
Our Academy are tasked with helping
us assess how we’ve performed
as a business. The group, which
is made up of tenants and people
in our community work jointly with
our staff reviewing performance
information and help to develop a
set of improvement actions, all of
which are set out in our Making a
Difference Storyboards.
They report their findings to the Board
for approval before the Storyboards
are 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 customers.
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They said:
Consider planting wildlife friendly/
native plants as part of the external
boundary programme.
Consider installing CCTV in blocks
of flats to increase security.
To understand where efficiencies
can be made in our process to turn
around empty properties for new
tenants.
Identify new spend opportunities
for Time Credits across our
communities.
We did:
As part of the community challenge
we have been identifying potential land
which could be utilised. The works
have included, in some instances, wild
flowers being planted in collaboration
with the Bug Life project. This work
will continue to be completed area by
area following the external boundary
programme.
We install CCTV where we feel there is
a requirement to increase security and
prevent issues. For example, cameras
have been installed in Bush Row, a
block of flats in the Melyn.
All aspects of the processes have
been reviewed and we have seen a
significant reduction in the time it takes
to turn around our empty homes;
this has also resulted in a significant
reduction in how much rent we lose
due to homes being empty.
Since last April a local building supplier
and our Handyperson scheme is
now available under the Time Credits
scheme. We are always on the lookout
for new providers to join.
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our performance
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OUR YEAR Our performance
Our Vision:
Making a Difference
Our Mission:
Great Homes, Great Communities
Corporate
Plan Progress
A few years ago we launched our
Corporate Plan for 2017-20, ‘Focus
on Our Future’. Since then work has
commenced on all of the initiatives
within the plan.
This will be delivered through our
four strategic objectives:
1
2
3
4
Continue to invest in our
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
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Corporate Plan
Progress Summary
Pursue opportunities for growth
In 2018/19, we built 23 and bought
13 properties.
Continue to invest
in our homes and
communities
Copper Foundation
Our employment initiative ‘The Copper
Foundation’ will look to employee 80
staff on fixed term 12 month contracts
over 5 years and, since the initiative
began, 30 individuals have been
provided with work opportunities with
a number of these going on to secure
permanent employment.
External Boundary
Programme
Our external boundary programme
will see us complete external
improvement works to our homes.
So far over 600 properties have
benefitted from improvement works
to their external areas and we have
worked with over 1,277 tenants
using the opportunity to visit all of
our homes to ensure there are
no issues.
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our performance
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OUR YEAR Our performance
Who are the Board
and Senior Management Team?
We are governed by a Board of Non-Executive Board Members made up
of tenants, Council nominees and independent members. The Board
provides strategic leadership and 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 out in the Corporate Plan
Linda Whittaker
Chief Executive
Sian Ross
Interim Director
of Finance
Claire Maimone
Director of Housing
& Corporate Services,
Company Secretary
Steve Tucker
Interim Director
of Assets
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Non–Executive Board Members
Jonathon Davies
Chair of Board
Harry Lloyd
Chair of Audit and Risk
Committee
Steve Mundy
Denise Davies
Steffan ap Dafydd
Sonia Reynolds
Resigned Board Members
Alan Lockyer
Council Nominee
Rosalyn Davies
Council Nominee
Shelley Bosson
Vice Chair of Board
Peter Maggs
Chair of Development &
Asset Disposal Committee
Samantha Jones
Mike Jones
Andrew Lycett
Co optee
Daniel Smith
Co optee
A LOOK BACK ON OUR ACHIEVEMENTS FROM APRIL 2018 - MARCH 2019 Our performance
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OUR YEAR Our performance
Our money
On 1st April 2018 we had total cash of…..
We had money coming in from …
Rents
Service charges
Grants from Welsh Government and Local Authority
Property sales - Right to Buy and other
Other income
Total
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
Total
To do this we had to borrow…
this left us with total cash of
£11.2m
£40.1m
£2.0m
£6.3m
£2.6m
£0.6m
£51.6m
£37.5m
£3.4m
£2.5m
£7.3m
£8.0m
£58.7m
£4.6m
£8.7m
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For our Highlights video of our annual
review visit www.taitarian.co.uk