7575 - SW9 - AR 201819 v8 - Page 14

SW9 Community Housing
Annual Report 2018/19
In numbers
Contribute to sustainable tenancies through the support and
advice we provide to tenants, in particular with regard to the
impact of universal credit.
Adedayo Ajakaiye, Head of Finance:
“Money may not be everything, but love it or loathe
it, SW9 cannot continue without it. As a housing
organisation we have only one source of income and
that is from the rents and service charges paid to us
by our residents.
“It is incredibly important that we make sure we are
receiving this money and, when there is an issue with
residents being able to afford to make payments, we
are working with them to resolve the issue.
“At SW9 we have a small Income team of three
people and we genuinely believe that if it were not
for the hard work they do, going the extra mile to
support residents and making sure they are in receipt
of everything they should be, then we would not be in
such a strong financial position.
“The team maximise rent collection and keep arrears
to a minimum by working closely with individuals to
sustain tenancies. They engage with residents to help
them manage their rent accounts, offering support
and encouragement to get their accounts into a
month’s credit ahead of the onset of Universal Credit.
They also offer Universal Credit advice, Food Bank
vouchers plus a wealth of other support and services,
including financial training.”
70p Rental Income
27p Service Charge
2p Other Income
1p Reserve
How we spent
every £1 of income
34p Network Homes
Management Charge
17p Housing
Management & Admin
26p Service Costs
23p Repairs Cost
Into the future: making difficult
conversations easier
As part of the ongoing internal restructure,
the Income Team now has a new Manager –
Patricia Aihie.
Says Patricia: “The team is already working
incredibly well but we know there are always
improvements to be made.
“In the coming year we are going to focus
on improving the message we are getting
out to residents, renewing our leaflet and
website information while reiterating the core
message that we are here to help.
“ We also know that there are improvements
to be made in the resident satisfaction of
how a call is handled by our Income Team.
This was 84% last year, down from 93% in
2017/18. We know we often have to have
difficult conversations with residents and
striking the right tone is always important.”
Percentage of tenants
on Universal Credit
who are in rent arrears
Percentage of
residents in rent
Down 23 from 2017/18 (86)
Money in, money out
Where every £1 of
income came from
Number of referrals
to Welfare Advisors
Down 40.5% from 2017/18
Up 0.12% from 2017/18
SW9 Income Team
According to Housemark, the SW9 Income team
has the highest rent collection figures in London
across all RSLs, with figures between 101.49%
and 104.5%. The current percentage of tenants in
arrears is 1.97% which is the third lowest in London
across all Registered Social Landlords.
How do we compare?
Current Tenant Arrears
This is all thanks to their hands on and tailored
approach to dealing with residents that find
themselves in financial difficulty.
“Despite what you may have heard,” says Income
Collection Officer Sarah-Jane. “Teams such as
ours actually want to help people to make sure
they’re receiving everything they can. This is
the best way to make sure tenancies are secure
and that families are supported. Our number of
residents being evicted for arrears is currently at a
standstill – and that’s the way we want to keep it.”
“The introduction of Universal Credit is often
difficult for residents – especially those who are
used to having rent paid directly to the landlord
on their behalf. We are incredibly proud that the
percentage of our tenants receiving Universal
Credit that are in arrears has dropped 40.5% in the
last financial year.”
Current tenancy arrears
Our 2018/19 objective
SW9 Community Housing
Peer Group


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