As a relatively new housing association Bracknell Forest Homes has some signifi cant achievements under its belt but the organisation is under no illusions that its job is done

Having been in existence for just over a year it has come a long way, fulfilling 113 of the 161 promises in its Offer Document, setting up new offices and putting in place new IT and telephone systems, and a framework of policies across its activities.

As Caroline Titley, chief executive, says: “Our initial concentration has been on delivering the promises to residents, whilst at the same time putting in place a robust organisational infrastructure.”

But now that the basics have been taken care of, Bracknell Forest Homes is upping the ante. During its second year of operation the organisation will be implementing the Northgate housing management system, ramping up its stock investment programme and exploring options for developing new housing.

And of course building upon its team of employees. Mike Jones is the latest addition, having recently taken over the role of assets and business development director and with over 30 years’ experience in the social housing sector under his belt he is sure to deliver results.

Jones, who has worked with around 20 stock transfer associations, described Bracknell Forest Homes as an “exciting” and “dynamic” organisation, which has the “ingredients for success” and staff of a “very high calibre”, adding: “The housing association is new and is making significant improvements that were promised from the transfer. I look forward to working with colleagues and customers to continue to establish Bracknell Forest Homes and deliver excellent services. There are a lot of great opportunities and improvements ahead.”

Previously a director of Tribal Consulting, Jones has completed a number of high profile research assignments, as well as writing guidance on repairs and maintenance, investment and stock condition surveys.

He will join the executive management team led by Titley, who said: “The team is very experienced and comprises the full range of skills needed to set up and develop a new housing association. We are pleased with the way our first year has gone, and know there is more we need to do to meet the aspirations of our customers. It is a compliment to Bracknell Forest Homes that we have attracted someone of Mike’s calibre.”

The organisation is also hoping to build on its programme to bring its housing stock up to the Bracknell Forest Standard, which goes above and beyond the Government’s Decent Homes Standard.

Following an intital pilot scheme, 352 new kitchens and 256 bathrooms have been completed to date and 615 heating systems installed. More than 50 per cent of the window replacement programme is complete and over 350 aids and adaptation jobs have been carried out including nearly 100 new level access showers. The organisation is on target to complete within the five-year timescale.

Establishing its Neighbourhood Estate Action Team (NEAT), which was promised to tenants at housing transfer, has been a major milestone for Bracknell Forest Homes. The team makes sure that estates are clean and safe carries out regular fire safety and communal equipment checks and reports illegally parked vehicles; in 2009 alone over 500 incidents have been reported to the NEAT.

From the very beginning, Bracknell Forest Homes promised to put tenants at the heart of its services and its first customer conference, held in March to commemorate the organistion’s first anniversary, did just that.

Jointly organised by a working group of customers and staff it included workshops about key service areas, market stalls to meet staff, a diary room where residents could give views and a prize raffle.

“The event was very successful and we received a number of complimentary messages from customers about its content, the opportunity to meet staff and the way it was organised,” says Titley. “We are in the process of assessing the feedback so that we can
improve the services we offer to our customers.”

She added: “Customer involvement is something we pride ourselves on. Customers are at the heart of what we do and we are lucky to have customers who are keen and enthusiastic and dedicate a lot of time to the local community.”

Tenants make up a third of the board of management and there is an active tenants and leaseholders panel, as well as a housing sounding board, consisting of over 1,100 people who participate in surveys and give opinions about services.

There is also a customer involvement group, which looks in detail at various policies and practices, most recently the empty property, estates services and rent service standards.

Tenants have also been involved in the organisation’s recruitment process and the design of the website and newsletter and have been actively involved in monitoring the major works programme, as Titley explains: “Customers were involved in interviewing and choosing the contractors while a fixtures and fittings group chose the finishes for the kitchens and bathrooms. Customers are now visiting properties and inspecting the work to verify the improvements are to standard.”

Creating work and training opportunities for local people is also key for Bracknell Forest Homes and plans are in the pipeline to extend its apprenticeship scheme further and to work with local schools to offer work experience opportunities.

The organisation will be building further on its achievements through its three-year corporate plan and 30-year business plan. “By working hard on service delivery and setting up a really effective organisational framework, we can look forward with confidence to future innovation and growth,” says Titley.