Creating better homes and brighter futures

At two years old North Lincolnshire Homes (NLH) is still a relative newcomer to the social housing sector but what it lacks in age it more than makes up for in its ambition.

Formed in February 2007 following the transfer of stock from North Lincolnshire Council, the registered social landlord owns almost 10,000 homes across the largely rural area, which incorporates many small villages as well as the urban centre of Scunthorpe.

As well as embarking on its five-year £125 million improvement programme to bring all homes up to the Government’s Decent Homes Standard, it has been getting involved in local communities, and working to meet tenants’ needs and establishing strong partnerships. North Lincolnshire Homes is in the third year of its improvement programme and is well ahead of target.

Working with partner contractors such as Bullock Construction, Mears Group and Anglian Windows, it has fitted new windows and doors, heating systems, bathrooms and kitchens, while The Gas Company has carried out a hugely successful gas servicing programme which has seen the company achieve a 100 per cent record in servicing appliances.

The housing association enjoys good working relationships with its contract partners but expects a lot from them in terms of standards. They work within NLH’s performance framework focusing on measurable outcomes for customers. There is also a robust complaints procedure, which again is customer focused and linked to organisational learning.

As well as the Decent Homes work, North Lincolnshire Homes has just started a £15 million programme of environmental works. It is in the process of consulting with tenants to find out what environmental work is important to them. The money will be spent on schemes to enhance the look of the area, such as fences, parking areas and better lighting. Environmental panels have been set up bringing together staff, local partners and tenants to discuss what work needs to be done and how to prioritise where the money will be spent.

The panel is just one example of how tenants can get involved in the day-to-day workings of North Lincolnshire Homes, which aims to put itself at the heart of its neighbourhoods. Another example is its tenant scrutiny panel, which involves volunteer tenant inspectors examining particular service areas to check how they are operating.

The resident involvement team actively engages with tenants and over the past year North Lincolnshire Homes has organised community events including a summer community fun day and positive action weeks.

“Tenant rents help fund our services so it is very important for our customers to be involved in shaping our organisation,” says Andy Orrey, acting chief executive. “Our focus is providing services which meet the needs, expectations and aspirations of our customers.”

The future is looking bright for North Lincolnshire Homes as it invests in the community and continually improves its services.

Following a large-scale consultation with tenants, North Lincolnshire Homes has recently opened a brand new customer centre in Scunthorpe, offering a more central base which is easier for tenants to access, as well as starting up new housing advice sessions to reach out to tenants in rural areas.

The organisation is dedicated to providing employment opportunities for local people and stipulates that its contract partners must source at least 40 per cent of the workforce from the local area. It also encourages contractors and its in-house repair team to take on apprentices.

With two years still to go on the programme to bring all homes up to decent standards, and all its community commitments, you would be forgiven for thinking that it has got enough on its plate but that hasn’t stopped the housing association from embarking on two schemes to build new homes in its rural villages.

The schemes, providing homes constructed to Level 3 of the Code for Sustainable Homes, were built by Clayfield Construction. In September it handed over the keys for nine new properties featuring solar panels, air source heat pumps and rainwater collection facilities. A further five properties have just been completed. “There is a shortage of affordable housing in rural areas and we are working to meet that demand,” says Orrey.

The schemes have proved to be successful but for the immediate future North Lincolnshire Homes is concentrating on completing its improvement programme, although it hasn’t ruled out further new-build schemes in the future.

“For the next two and a half years our concentration is on completing the improvement programme to homes, investment in environments and building on our strong customer and partner relationships,” says Orrey.

“We are still a relatively new organisation but I am confident we have the right staff in the right place to be a successful and thriving social landlord.

“The key in the future will be establishing ourselves and our reputation and moving forward with the interests of tenants and leaseholders at heart.”