Annual General Meeting 2017 Chair’s Report 19 September 2017 Maureen Morris

AGM 2017 Chairs Report The ARC return What we have done in the last year to improve services – satisfaction report Committee and Staff Updates Our plan for the coming year

AGM 2017 Chairs Report Net rent arrears at 3.06%; Low void losses at 0.41%; Our overall tenant satisfaction shows 89% survey which shows a close alignment with the Improvement Plan Embedding the Customer Opinion Panel; Completed the Governance Improvement Plan; Completed an affordability assessment and rent restructure; Consolidated the Committee appraisals, training and succession planning to ensure the strong governance of the Association; Completed our staffing restructure and appointed our full management team; Adjusted services to address the effects of welfare reform; and Spent £1m on planned and reactive maintenance costs.  

AGM 2017 Chairs Report We also carried out: 37 smoke alarm, heat detector and CO detector installations; 4 Gas central heating systems; 22 Boiler replacements; 114 properties with external wall insulation; 10 Closes with new roofs; 46 Kitchens; 3 Bathrooms; 25 Adaptation to properties; 1 rewire; 1 major removal of asbestos from our properties; and 3 Full decoration to common closes.  

Staff and Committee updates We had 11 committee members and held 18 Meetings in total; Committee also represented you at EVH, SHARE and EHRA events; Committee attended a number of meetings with the Scottish Housing Regulator; Committee attended development meetings with the city council.

Annual General Meeting 2017 2017-2018, looking ahead. We will: Begin our refreshed asset management 30 year plan; Review service charges to make them fairer and easier to understand Look at boosting our estate warden service Improve our relationship with our tenants

Annual General Meeting 2017 Director’s report 19 September 2017 Martin Wilkie-McFarlane The Place to Be

2016/17: a year of progress Interim Director finished in post at the beginning of June 2016 The appointed manager and thus the statutory intervention ended on 30 November 2016 – a major milestone for Wellhouse Closure of the 99 items on the improvement plan with the regulator A business plan was created for the year, supported by an operational plan and a renewed approach to risk management New approved policies, procedures and codes of practice followed by all staff and committee Recruitment of new Director from 23 May 2016 and remainder of the management team by the year end and the finalisation of the staffing restructure; Completion of the rent restructure; Introduction of Frontline Futures model;

Housing Manager’s summary From October 2016, our frontline housing staff have been working differently; they are encouraged to self-manage and take greater levels of responsibility. Staff are empowered to make good decisions for tenants. Creating a culture of working for and with their tenants. The Housing staff aim is to deliver a one stop approach offering tenants an “all-inclusive” service. Attitude and Behaviours are a priority for us. Patch “managers” made up of Officers, Assistants who have responsibility for rents, allocations, voids, tenancy and estate management and ensuring high levels of satisfaction. Our priorities are to meet our customers needs and ensuring our policies and procedures are fit for purpose and customer focussed.

Senior Maintenance Officer summary We have had another busy year and have made two new additions to the maintenance team. We are very pleased with the impact Alex Hogg and Jonathan Danks have made since being appointed in their posts. We have been receiving very positive feedback from our tenants and contractors about our new team. External Wall Insulation Flooding Issues Wellhouse Crescent Planned Maintenance Programs External Wall Insulation Our external wall insulation project was completed in February 2017 and we are very pleased with the end results. Due to the tragic event in London we have published reassurance to our tenants and owners that the product used on our building is not the same as used on the London tower block. We have also carried out research and tests on our older stock which has external wall insulation fitted previously, again would like to reassure our tenants and owners that we have no concerns on the products used. Flooding Wellhouse has a main drain running through Wellhouse Crescent which takes sewage, waste water and rain water for the whole Easterhouse and some parts of Swinton.    Two of our tenants have been badly affected by the main pipe surcharging on many occasions in the last 10 years which has caused flooding into homes.  Wellhouse Housing Association has been working with Scottish Water, Glasgow City Council, The Area’s Elected Members and the Tenants to get a long term solution to the problem. Planned Maintenance Program We invested just over a million pounds on our planned maintenance program for 2016-2017. In 2017-2018 we have a planned maintenance program to the value of £920k. We are reviewing the way we deliver our planned maintenance programs by visiting our partners in the local area. We hope this will achieve better value for money and deliver smarter ways of working for the association.

Finance Manager summary Highlights from 2016/17 Accounts Turnover - £3.6 million Operating Costs - £2.8 million Surplus for Year - £441k Housing Properties - £40 million Cash - £1.5 million Housing Loans - £8.8 million Revenue Reserves - £4.1 million Loan Financial Covenants Compliance

Looking ahead Constant improvement in our culture and how we work with our tenants; New ways of delivering services; Full review of the Allocations Policy; Value for Money; Living and delivering our vision and values.

Regulatory Engagement We have completed our Governance Improvement Plan; Our statutory intervention has ended; The report on the Intervention was published on 30 June 2017; We remain on High Engagement. The cost of the Intervention was reported as £222,000 in the regulator’s report and; the total cost of “putting things right” , including the cost of intervention over the entire period was £563,439.

AGM 2017 Garden Competition winner will be announced Prize draw for members A questions wall – you have been provided post-it notes for the questions: please place them on the wall and questions will be selected After the formal AGM you will be able to ask questions of the staff and committee and the Director welcomes all feedback Tea, Coffee and a hot buffet will be provided

Questions? Wellhouse – the Place to Be TRUST HONESTY INTEGRITY EXCELLENCE ACCOUNTABILITY SUSTAINABILITY