Annual Report 2011

FREEBRIDGE COMMUNITY HOUSING ANNUAL REPORT 2011 ??

DEVELOPING HOMES AND CREATING OPPORTUNITIESFOR PEOPLE WITHIN WEST NORFOLK

ANNUAL REPORT2011www.freebridge.org.uk

?? FREEBRIDGE COMMUNITY HOUSING ANNUAL REPORT 2011

CONTENTS

Looking back and looking forward.........................................The Tenant Involvement & Empowerment Standard.............The Home Standard................................................................The Tenancy Standard.............................................................The Neighbourhood & Community Standard.........................Our Local Standards................................................................Freebridge’s finances.............................................................Complaints..............................................................................Who’s who at Freebridge........................................................Tell us what you think.............................................................Get involved with Freebridge..................................................The Freebridge Business Plan................................................

0304 - 0506 - 0708 - 0910 - 1112 - 1516 - 1718 - 1920 - 21

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There are a number of further documents available that support this Annual Report which may be of interest. You can read these at www.freebridge.org.uk or by writing to us at the address on the back of this report. If you have any further questions please call Simon J Swanson on 01553 667746 or email at [email protected]

Following feedback from the tenants we have worked with in this report and in view of the TSA’s Framework document, we have not included details on the Governance and Viability Standard. We have included details on the Value For Money standard across the other standards reported on in this main report.

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We’re obviously pleased that you are more satisfied with the services we are providing to you but we understand that we

can still go further which is why for 2011/2012 we are working towards a target of 90.0%

1 = Survey conducted in 2007 reported in 20102 = Survey conducted in 2008 reported in 20103 = Survey conducted in 2009 reported in 2011

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PERCENTAGE OF TENANTS vERY OR

FAIRLY SATISFIED wITH THE OvERALL SERvICE

PROvIDED BY THEIR LANDLORD

2010 to 2011

2009 to 2010

Saffron Housing Trust 92.0% 91.2%Victory Housing Trust 88.3% 83.0%

Freebridge Community Housing 88.2% 84.3%Wherry Housing Association 85.0% 78.0%

Broadland Housing Association 80.8% 84.0%3

Welcome to the 2011 Freebridge Community Housing Annual Report for Tenants. I believe this is a great opportunity to share with you how Freebridge has performed and by using the feedback you have given us show how we want to improve our performance.In the last five years we have improved around 3,700 homes and built or bought 74 new properties. As well as providing the services you need whenever possible we use local companies to work with us. We invest around £8m in the local economy each year and we employ around 200 staff across our sites.Last year we focussed on improving our customer care. We have not yet achieved the high targets we have set ourselves; however, we were pleased that the latest customer satisfaction figures revealed a rise to 88.2% from 84.3%.

What else could we be doing though? Do you think there are other areas where you think we need to improve ? If so, tell us tell us what you think over at page 21

LOOKING BACK & LOOKING FORwARDS

Looking ahead I am delighted that people have come forward to form a new Tenants’ Panel. Working with us and our Board members, tenants will have an even greater say in the way that we provide our services. Please take the opportunity to read through this report, we do value your views and the feedback that you provide us as it helps us to improve our performance and we hope as a result further increase your satisfaction.

Tony Hall staffs the reception during Customer Service Week

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with the Chief Executive Tony Hall

?? FREEBRIDGE COMMUNITY HOUSING ANNUAL REPORT 2011 04

PERCENTAGE OF TENANTS vERY OR FAIRLY SATISFIED THAT THEIR vIEwS wERE

BEING TAKEN INTO ACCOUNT

2010 to 2011

2009 to 2010

Freebridge Community Housing 74.4% 73.5%Saffron Housing Trust 70.2% 70.8%

Wherry Housing Association 70.0% 68.0%Victory Housing Trust 67.2% 59.3%

Broadland Housing Association 53.1% 69.0%

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1 = Survey conducted in 2007 reported in 20102 = Survey conducted in 2008 reported in 20103 = Survey conducted in 2009 reported in 2011

Again like the overall satisfaction we’re really pleased that you are more satisfied with how your views are being taken into account, however

here too we understand that we can still go further which is why for 2011 / 2012 we are working towards a target of 85%.

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TENANT INvOLvEMENT & EMPOwERMENT05

Relating to customer service, choice and complaints, involvement and empowerment, and responding to diverse needs of tenants.During 2010 / 2011, we worked to improve the way we communicate with you about our work and services. As a result of further feedback from readers we also updated our magazine Streets Ahead, which is one of the most important ways we communicate with our tenants. We shared our stories through the local press to help us explain what we’ve been doing to a wider audience. And we continued to use Facebook and Twitter so that tenants could talk to us when it was convenient to them.We continued with activities such as the Tenant Awards which attracted a large number of tenants and their families on the night. The Tenant Academy continued to run, with attendees of the English for Speakers of Other Languages classes being presented with certificates in recognition of their involvement. And a number of other events and focus groups were held to allow tenants to have their say on a variety of projects and activities, from the development of our new website, to the work going on at Hillington Square; from helping develop our new customer engagement policy to attending the first Norfolk Housing Alliance event at Carrow Road in Norwich.

Finally, one of the key achievements of the 2010 / 2011 year was the establishment of the Tenant Panel, which met for the first time in June 2011. The Panel provides an opportunity for tenants to learn new skills and play a role in improving the services we offer.

PERCENTAGE OF TENANTS vERY OR FAIRLY SATISFIED THAT THEIR vIEwS wERE

BEING TAKEN INTO ACCOUNT

2010 to 2011

2009 to 2010

Freebridge Community Housing 74.4% 73.5%Saffron Housing Trust 70.2% 70.8%

Wherry Housing Association 70.0% 68.0%Victory Housing Trust 67.2% 59.3%




PERCENTAGE OF REPAIRS COMPLETED

wITHIN THE LAID DOwN TIME FRAMES

2010 to 2011

2009 to 2010

Emergency repairs 99.4% 99.3%Urgent repairs 99.0% 95.2%Routine repairs 98.4% 93.5%

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PERCENTAGE OF TENANTS vERY OR FAIRLY SATISFIED

wITH THE wAY THEIR LANDLORD DEALS wITH

REPAIRS AND MAINTENANCE

2010 to 2011

2009 to 2010

Saffron Housing Trust 91.4% 87.9%Freebridge Community Housing 85.8% 82.0%

Victory Housing Trust 85.5% 76.8%Wherry Housing Association 80.0% 73.0%


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*These figures were taken from the STATUS survey completed by a number of tenants during the early part of 2011. A number of questions were asked and it may be that respondents have had no repair completed by Freebridge in recent memory. Freebridge also asked tenants whether tenants are satisfied with a completed repair directly after

a repair has been completed and on this question at that time 95.0% of tenants were very or fairly satisfied.1 = Survey conducted in 2007 reported in 20102 = Survey conducted in 2008 reported in 20103 = Survey conducted in 2009 reported in 2011

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PERCENTAGE OF REPAIRS COMPLETED

wITHIN THE LAID DOwN TIME FRAMES

2010 to 2011

2009 to 2010

Emergency repairs 99.4% 99.3%Urgent repairs 99.0% 95.2%Routine repairs 98.4% 93.5%

THE HOME STANDARDRelating to the quality of accommodation, and repairs and maintenance.

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wINDOw INSTALLATIONS

DOORS REwIRES KITCHENS BATHROOMS HEATING SYSTEMS

1052 349 506 814 548 634

PERCENTAGE OF TENANTS vERY OR FAIRLY SATISFIED

wITH THE wAY THEIR LANDLORD DEALS wITH

REPAIRS AND MAINTENANCE

2010 to 2011

2009 to 2010

Saffron Housing Trust 91.4% 87.9%Freebridge Community Housing 85.8% 82.0%

Victory Housing Trust 85.5% 76.8%Wherry Housing Association 80.0% 73.0%


SATISFACTION wITH THE DECENT HOMES wORK

COMPLETED IN 2010/2011

96.0%

As well as the specific Decent Homes work, we’ve also continued to work on updating and improving our non-traditionally built housing stock, with the 100th property completed on the Fairstead Estate in January of this year. And even better news is that we were able to welcome tenants to our first newly built housing in Downham Market and later in the year in Great Massingham. We’ve also continued to work with Hemingway Design on the regeneration project at Hillington Square in King’s Lynn, consulting with the tenants and leaseholders and signing up architects MAE to start moving the project further forward. Finally we were pleased to be able to report significant improvements with our repairs service last year so it’s good to be able to confirm that we’ve improved even further on these high standards.

HOw MANY REPAIRS DID

wE CARRY OUT LAST YEAR?

25028

wHAT wAS THE AvERAGE

COST OF A REPAIR?£111.00

MOST FREQUENTLY COMPLETED

REPAIRHeating / Hot Water


REPAIRS COMPLETED RIGHT FIRST

TIME96.5%

The 2010 / 2011 year saw Freebridge continuing with our Decent Homes programme, with 2011 / 2012 set to be the final year of the programme. As in previous years, a huge amount of work took place with Freebridge spending just over £18 million over the year.Our improvement work completed in 2010 / 2011 included :


2010/2011 2009/2010

Average weekly rent £64.45 £64.10Average increase 35p 17p

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2010/2011 2009/2010

Average re-let time for empty properties -

excluding properties requiring major repairs

12 30

Rent arrears of current tenants (excluding HB

arrears), as a percentage of the total rent due for the year

1.5% 1.4%

Number of tenants evicted for

non-payment of rent14 14

Number of properties let in the year 465 652

* *

*Our aim is to help you to overcome any difficulties you may have paying your rent – eviction is the last resort. If you are ever unable to pay your rent please contact

your Income Officer immediately by either writing to us, calling in to see us or telephoning 03332 404444.


TENANCY2010/2011 2009/2010

Average weekly rent £64.45 £64.10Average increase 35p 17p Relating to allocations, rent and tenure.

During 2010 / 2011 Freebridge continued to work with the Borough Council of King’s Lynn & West Norfolk to provide homes to new and existing tenants through their Homechoice letting system. And the good news is that after the efforts made in 2009 / 2010 to reduce the average re-let times for empty properties, re-let times actually got better still, falling from 30 days to just 12, meaning that when people leave properties new tenants are moving in more quickly than ever.Freebridge allocation and lettings policies (and the appeal process that goes with these) continue to be available for all to see on our website at www.freebridge.org.uk – and we review these policies regularly to make sure they remain effective.We charge rents in line with the objectives and framework set out in the Government’s Direction to the Tenant Services Authority and have communicated details of the rent increase in our magazine for tenants, Streets Ahead. We have now introduced Service Charges in certain areas to make sure we are able to more fairly allocate the costs of particular services, and this is something we will work further on in the next year.

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2010/2011 2009/2010

Average re-let time for empty properties -

excluding properties requiring major repairs

12 30

Rent arrears of current tenants (excluding HB

arrears), as a percentage of the total rent due for the year

1.5% 1.4%

Number of tenants evicted for

non-payment of rent14 14

Number of properties let in the year 465 652



2010/2011 2009/2010

Number of Anti-Social Behaviour cases dealt with by the Housing Management team

306 562

Number of legal actions commenced for Anti -

Social Behaviour12 7

Whilst we’re pleased that the number of cases of Anti-Social Behaviour has fallen in 2010/2011, we’re still very keen to reduce the numbers further. We believe that

an increase in activities for young people helps to keep a lower level of Anti-Social Behaviour however we do understand that it does occur.

If you do ever experience Anti-Social Behaviour report it to us as soon as you can on 03332 404 444.

FREEBRIDGE COMMUNITY HOUSING ANNUAL REPORT 2011 ??11

NEIGHBOURHOOD AND COMMUNITYRelating to neighbourhood management, local area co-operation, and anti-social behaviour.During 2010 / 2011 Freebridge Community Housing has continued to look at ways we can work with residents to improve neighbourhoods and the communities they live in. We have asked tenants what matters to them and have included their responses into our local offer (see pages 12-15) - we want to help you make the best of where you live.Following on from the work we did at Terrington St Clement we launched a new Residents’ Charter for Hillington Square, alongside a Children’s Charter designed by pupils at the nearby Whitefriars School. The aim of the Charters is to work with residents and other agencies, such as the police and the Borough Council, to improve particular neighbourhoods. We will be introducing further Charters where needed, after we have agreed what is important with local residents. For these to be successful we have to work in partnership, so we would welcome more resident involvement for activities such as the inter-agency estate walkabouts we run. If you’re interested get in touch !Young children across the area are now benefitting from a new play area at the Discovery Centre in North Lynn that has been funded by Freebridge and contractors, Foster Property Maintenance and Hills Partnerships (who have been working with us in our Decent Homes Programme). We are also continuing to work with schools to help children understand the impact of anti-social behaviour – we see this as an ongoing project and we are already seeing some positive results.And this year saw the first Norfolk Housing Alliance event occur at Carrow Road in Norwich where tenants from around Norfolk, including a number of Freebridge tenants, got together to discuss a variety of issues important to them.

2010/2011 2009/2010

Number of Anti-Social Behaviour cases dealt with by the Housing Management team

306 562

Number of legal actions commenced for Anti -

Social Behaviour12 7



OUR LOCAL STANDARDS – SET BY YOU, DELIvERED BY US

when you telephone us we will:• Answer within 6 rings with our name and section we work in• Try to deal with your query and only transfer you to another individual when it is necessary to do so• Respond to a voicemail message, within 1 working day

when you write to us by letter or email we will:• Answer you within 10 working days. When it is not possible to give you a full answer, we will write to you and let you know

when you can expect a full reply• Include in the letter or email the name, job title and contact details of who is dealing with your enquiry

when you visit our offices we will:• Ensure that our reception is clean, tidy, safe and suitable for all people• Display relevant leaflets and information in the reception area• If you have an appointment, see you at that time. If you do not have an appointment, see you within 10 minutes• Offer a private interview area for confidential enquiries• Provide or arrange translation or interpreting facilities

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In line with the Tenant Services Authority we must ‘set out plans for developing locally tailored offers’, and we did this by publishing details in our 2010 Annual Report for Tenants. The TSA’s second requirement was that we had our local offer, which we’ve called our Local Standards, written and in place by the 1st April 2011. We’re pleased to say that after writing to every one of our tenants to ask them their views on what we planned to do, we received over one thousand responses with the vast majority being happy with what had been planned. So as from the 1st April 2011 these are the Local Standards that we now work to :


when you request a home visit we will:• Offer a home visit within 5 working days of your request at a mutually convenient time• Always show our identification, take notes at the meeting and confirm details in writing if necessary

If you make a complaint we will:• Try to resolve it informally first, and to your satisfaction• Inform you on how to make a formal complaint if you remain unhappy• Aim to resolve your complaint within 10 working days. Where we need more time to investigate, we will keep you informed.• Give you the right of appeal if you are not satisfied with our response

when responding to reports of anti-social behaviour we will:• Listen to your concern in a prompt and understanding way• Investigate reports of serious cases, such as domestic violence and racial harassment, within 24 hours and other cases

within 4 working days• Agree with the victim what support they need and how, and take appropriate action to meet all reasonable expectations,

offer support to the offender where it will help them stop their anti-social behaviour and arrange mediation where it is appropriate

• Record and monitor all incidents of anti-social behaviour, and explain why and when we close the case

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OUR LOCAL STANDARDS continued

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when providing estate management services we will:• Inspect all estates and communal areas at least annually and invite you to an estate walkabout in your area• Keep communal areas and facilities in a clean, tidy and safe condition• Take appropriate action on reports of abandoned cars within 3 working days• Respond to reports of abandoned properties within 24 hours• Arrange for removal of offensive or obscene graffiti within 24 hours and all other graffiti within 5 working days

when you ask about buying your home we will:• Provide an application form within 5 working days• Respond to your application within 4 weeks, and tell you if it has been accepted. If we have to turn you down we will tell you

the reasons why• Send you an offer within 8 weeks of your application being accepted

when we need to do any work to your home we will:• Offer a morning or afternoon appointment for non-urgent repairs Monday to Friday• Respond to all emergency repairs within 24 hours, and make your home safe within 4 hours• Respond to all urgent repairs within 7 calendar days• Respond to all other repairs within 31 calendar days• When you report a repair that needs to be inspected, we will offer you an appointment slot which is within 3 working days.

We must gain entry to your home annually to make sure the boiler is working well and operating safely.• Consult with you before any major work is undertaken and give you at least 31 days notice of any work that is likely to

cause significant disruption. Where appropriate, we will arrange alternative accommodation

OUR LOCAL STANDARDS continued

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OUR LOCAL STANDARDS continuedWe will continually check our services and let you know how we are performing against these standards and of course will also look to update them to reflect any comments you make to us.

During 2011 / 2012 we will monitor how we meet these standards in a number of ways. Where we have local charters in places such as at Terrington St Clement, the Fairstead estate and Hillington Square, tenants have and will be involved locally in making sure the agencies involved in these charters are maintaining the standards everyone has agreed. Our newly set up Tenant Panel (as mentioned earlier in the report) and occasional Mystery Shopping exercises will monitor how we are meeting the standards and the details as to how we’re doing will be published in Streets Ahead.

If you are interested in becoming a member of the Tenant Panel, or raising a matter with them; get involved with our Mystery Shopping work or you just want to comment on the Local Standards as they stand you can email us [email protected], call us on 03332 404 444, or write to us using the ‘tell us what you think’ form over on page 21.


In last year’s report we didn’t include a great deal of information about our finances on the specific advice we got from the tenants who we worked with at the time. This year tenants said they would like more information on how our finances stand. So over the next couple of pages we’ll try and give you a simple overview of how the money works at Freebridge.

FREEBRIDGE FINANCES

2011£’000

2010£’000

Rent and Property Sales 23,578 23,543Running Costs (24,668) (27,281)Interest Payable (2,144) (1,771)Deficit for the year (3,234) (5,509)

Deficit As planned Freebridge has made a deficit again this year. This means more money has been spent than received.

Running costs include the money spent on managing and repairing properties as well as the running costs of the office and staff. Interest payable is the nett interest charged on loans.

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2011 2010Major Repairs

54% 53%

Routine Maintenance

17% 15%

Other Services

13% 11%

Management Services

6% 11%

Planned Maintenance

5% 6%

Depreciation 4% 3%

Other 1% 1%

Total: 100% 100%

HOw FREEBRIDGE SPENDS THE MONEYINCOME AND EXPENDITURE ACCOUNT


FREEBRIDGE FINANCES

2011 2010

£’000 £’000Housing Properties At Valuation

121,839 104,741

Other Fixed Assets 2,299 2,240Current Assets 40,614 57,795Current Liabilities (21,436) (24,948)Net Assets 143,316 139,828

2011 2010Major Repairs

54% 53%

Routine Maintenance

17% 15%

Other Services

13% 11%

Management Services

6% 11%

Planned Maintenance

5% 6%

Depreciation 4% 3%

Other 1% 1%

Total: 100% 100%

HOw FREEBRIDGE SPENDS THE MONEY

2011 2010

£’000 £’000Long Term Loans And Liabilities

78,394 88,805

Retained Deficit

(8,465) (11,301)

Revaluation Reserve

73,387 62,324

143,316 139,828

Long-term loans and liabilities In order to buy our homes from the Council in 2006 Freebridge had to take out loans (like a mortgage). Freebridge increases it’s loans to build and buy

Fixed assets are the things that Freebridge owns, like properties and equipment, computers and office furniture. Current assets are cash and money that people or organisations owe Freebridge. It also includes properties we have developed or are developing for sale Liabilities are money Freebridge owes to people and organsiations that must be paid in the next year.

BALANCE SHEET HOw FREEBRIDGE FUNDS IT’S OPERATIONS

Information for the year ended 31st March 2011

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2010/2011 2009/2010

Total number of complaints received at

Freebridge65 84

Number of complaints resolved at Stage 1 56 77




COMPLAINTS & COMPLIMENTS At Freebridge we hope that the services you receive from us are of the quality you would expect. However, we realise that there will be times when you may want to complain, tell us how we can improve our services, or perhaps compliment us on something we have done well.When something does go wrong we have a simple three-stage procedure to put things right. We treat the following as complaints :• Failure to achieve service standards• Failure to meet legal or contractual obligations• Dissatisfaction with a decision or action (if this falls outside our agreed policy to provide a

service)• Dissatisfaction with the attitudes of our staff or contractorsWe’re obviously happy to have received fewer complaints in 2010 / 2011 than we did in the previous year however we’re always keen to do better. So as well as continuing to look at the complaints we get, to pick up on any common issues that maybe occurring, we’re also planning to reduce the response time it takes us to get back to you when you make a complaint.

2010/2011 2009/2010

Total number of complaints received at

Freebridge65 84




“Dear Kate (Oldfield, Complaints Officer). Just a quick note to thank you for your work concerning my recent complaint. Although I am not entirely happy with the complaints panel’s decision, I do think that you did a great job. You were helpful and polite at all times. I know that it cannot be easy because you are on the front line, dealing with complaints but it must be nice to know your actions have been appreciated. Regards Mr R”

complaints we get, to pick up on any common issues that maybe occurring, we’re also planning


wHO’S wHOFreebridge’s Board & Executive Team

From left to right : Paul Leader - Vice Chairman of the Board, Abigail Ellis - Executive Director (Operations), Tony Hall - Chief Executive, Colin SampsonLesley Bambridge, Sean Kent - Executive Director (Resources) Matthew Brown, Ray Johnson - Chairman of the Board , Bill GuyanSteve Clark - (a Board member from 20th September) , Michael JervisIrene Gammon, Ian Pinches - (a Board member from 11th April), Sylvia Calver and Nigel Donohue not pictured.

The Board and Executive Team are in turn supported by a team of Assistant Directors :Jo Whaley - Assistant Director of HR & Governance, Malcolm Fry - Assistant Director of Finance, Robert Clarke - Assistant Director of Housing, Peter Nourse - Assistant Director of Assets, Colin Davison - Assistant Director of Property Services, Michelle Playford - Assistant Director of Communications and Engagement.

Freebridge’s Management Team


And the Tenant Panel who are mentioned throughout this report are :

From left to right : Mrs C Jayne, Mr S Orchard, Mrs S Peckover, Mr P Anderson, Mrs Z Balciuniene, Mr A Havard, Mrs J Tunney, Mr B Baylis. Mrs F Woodbine not pictured.

TELL US wHAT YOU THINK

As we’ve said earlier in this report we value your views and the feedback you provide us, so tell us what you think of this An-nual Report and the services we provide – and if you’re interested in getting involved with us tell us how over the page.

Name

Address

Contact number

Email address

(write here)

Freebridge’s Management Team Freebridge’s Tenant Panel


ThanksLike last year Freebridge’s Annual Report was produced with the help of a number of tenants who came forward to help earlier in the year - and for this we are extremely grateful. We have had many conversations and exchanged many emails about almost every aspect of what’s been written to appear in this Annual Report, helping us make sure that this is the report that our tenants want.We’d also like to thank all the tenants and Freebridge staff who took part in our photography competition the results of which can be found throughout this report.The Freebridge Business Plan 2011/2012Each year Freebridge prepares a plan to highlight what we think we should focus on and improve. Last year we prepared the Business Plan as a ‘One Page Summary’ to help us share our thoughts with our stakeholders ie tenants, employees and partnership agencies. This year we’ve decided to do the same as you can see over the page. If you’d like a copy of the full Business Plan check our website for further details.

The Freebridge Business

DEVELOPING HOMES AND CREATING OPPORTUNITIESFOR PEOPLE WITHIN WEST NORFOLK

BUSINESS PLAN 2011-2012www.freebridge.org.uk

I would like to get involved with Freebridge’s...

Tenant PanelBoardTenants of West Norfolk (TOWN)Sheltered United Mystery Shopping Tenant Awards Tenant Academy Focus groups and workshopsTenant report I have no preference but want to be involved

GET INvOLvED

For more information you can call the Communications & Engagement team on: 03332 404 444

Or you can email: [email protected]


THE FREEBRIDGE BUSINESS PLAN 2011/2012INCREASING SATISFACTION COMMUNITY FOCUSSED APPRECIATING ASSETS INCREASING CAPACITY

90% Customer Satisfaction

Average days lost tosickness 10.7

Conclude tenancy visits pilots (500 tenants)

85% Satisfaction with views taken into account

95% Decent Homes18 New Homes

200 New Skills£333,000 Cost

Reduction Target

• Implement the Local Offer to tenants

• Reduce complaints response time

• Re-launch Mystery Shopping• Establish Tenant Panel• Develop Mary Gober training• Development plan for

Customer Contact Centre• ‘Behavioural Influencers’ pilots• Revise customer profiling

survey

• Community Development Strategy in place

• Programme for tenancy visits pilot

• Revised Financial and Digital Inclusion Strategy

• Hillington Square pilot starts on site

• Existing Local Charters are working well and new ones supported

• Agreed approach to estate walkabouts

• Tenants benefit from relationship with local organisations

• New Asset Management Strategy approved

• Under-occupancy Strategy agreed

• 18 new homes• Decent Homes

Programme on target• European Union bid

for retrofit project is successful and work has commenced

• Plan wider energy efficiency pilots

• Identify cost reductions• Agree and implement

succession planning and skills development programmes

• Re-shape Sheltered Housing service

• Build capacity to deliver stock management opportunities

• Implement PSD Business Plan

• Develop excellence in governance

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Freebridge Community HousingJuniper House

Austin StreetKing’s Lynn

Norfolk PE30 1DZEmail: [email protected]

Main Switchboard Telephone: 03332 404 444

DATA PROTECTION FAIR PROCESSING NOTICE Freebridge Community Housing (FCH) is a Registered Social Landlord. FCH needs to collect certain information about it’s tenants

and leaseholders in order to be able to act as a responsible landlord, and to fulfill it’s statutory duties. The information gathered from this report will be used by FCH and it’s third party partners in meeting it’s obligations, and in order to inform it’s service users from

time to time about the services it can offer. If you have any queries regarding the collection and use of this information, please contact your Housing Officer or FCH’s Data Protection Officer on 01553 667800.

Annual Report 2011

Documents

Transcript of Annual Report 2011