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facts & figures Who are we? Broomleigh Housing Association develops and manages 15,000 homes in nine local authority areas in London and the South East. Backed by the Affinity Sutton Group, one of the largest housing groups in the UK, and as a Housing Corporation preferred development partner, we are constantly working with new partners. Development & Regeneration Our most recent developments include Thames Gateway schemes in Medway and we have secured sites for further development in Dartford and Gravesham. We have extensive estate regeneration experience which includes innovative partnerships with private developers in places such as the Elephant & Castle in Southwark and Durand Close in Sutton. Broomleigh is one of the largest key worker rental providers in the South with 700 homes in management. Our partners include King’s College, South London & Maudsley and Bromley NHS Trust’s. Broomleigh also provides extensive student, extra care and temporary accommodation. If you would like to contact us about growth opportunities please contact: Neil McCall, email neil.mccall@broomleigh.org.uk or Mary Lynch, mary.lynch@broomleigh.org.uk Customer Service Broomleigh’s customer service culture is second to none and our 82% customer satisfaction rate is one of the highest in the country. Our use of Customer Relationship Management software means we provide a genuine 1 stop shop for our customers. We are sector leaders with 75% of customer queries dealt with in the first phonecall. Customer files are kept electronically enabling fast and efficient communication and query resolution throughout the organisation. Our customer contact centre recently took on the contract from Downland HA to provide the phone contact service for their residents. The TRANSFORM project has seen phonecalls jump from 8500 per month to 15,500 but 85% are still answered within 15 seconds. Our customer focused approach means our rent collection team is focussed on prevention first. Through our innovative partnerships with advice agencies and local credit unions we have reduced evictions by 60% whilst retaining a rent collection rate well above 100%, helping halve our arrears figures from 6 to 3%.Please contact: Mark Easton, mark.easton@broomleigh.org.uk or Ann Sheckley, ann.sheckley@broomleigh.org.uk Managing large estates Broomleigh knows how to manage large estates and provides high standard caretaking, cleaning and leasehold management services on our tower block and flatted estates. We have established a dedicated environmental services team (BEST) to provide providing a holistic one-stop service. In addition to caretaking, cleaning and grounds maintenance services the team also removes bulk rubbish and graffiti. BEST regularly welcomes visitors and enquiries from other RSL’s keen to learn about our best practice. Broomleigh has over 2,000 leaseholders and shared owners. We have established a large dedicated team to service these customers and as a result have doubled satisfaction levels in the last 3 years. Please contact: Mary Lynch, mary.lynch@broomleigh.org.uk Tackling Anti-Social Behaviour We have established a dedicated team of seven staff to take a proactive approach to ASB. The team employs its own Neighbourhood Wardens who patrol estates and hotspot areas and develop diversionary projects with young people. Levels of crime and ASB have dropped on our key target estates. Please contact: Vicky Bonner, vicky.bonner@broomleigh.org.uk Partnering Broomleigh was one of the first registered social landlords to set up repairs and major works partnering contracts. With over eight years experience of working together we have taken partnering to a new level and have introduced many innovations to improve the service. The trust we have built up means operatives can work without the need for time consuming variation orders, meaning more jobs get done first time. Customer service is vital to our success and 97% of residents benefit from a convenient appointment of which 99% are kept. As a result resident satisfaction is running at 97% on the repairs and major works programmes. Partnering means we can work on long term projects including Local Labour programmes. We have had great success in promoting jobs for local people and 51% of Osborne’s workers come from the local area. We are improving our homes and this year will spend £27m on upgrading residents’ homes. Please contact: Jackie Bell, jackie.bell@broomleigh.org.uk Tackling Homelessness Broomleigh works with local authorities to prevent homelessness. The Foyer@Croydon was opened in 2000. It provides support and accommodation for 18 disadvantaged young people from the local area. The Foyer runs a ‘Learn Direct’ ICT centre which provides a wide range of courses for residents and the local community. The centre has received SRB and NRF funding. The Foyer provides a wide range of services to residents and the surrounding community including life skills, basic skills, careers advice and arts and drama classes. Broomleigh holds over £1m in supporting people contracts providing floating support to over 300 vulnerable tenants each year. This has had a significant impact in dramatically reducing evictions directly reducing further homelessness. Please contact: Julie Schoon, Julie.schoon@broomleigh.org.uk Sustainability Our ‘Affordable Warmth’ strategy has reduced fuel bills for our residents. We have switched 3,100 properties in the last five years. We receive a small fee from Scottish & Southern for each property switched over. Over the last few years £53k has been recycled into sustainable programmes. In the coming year this money will be used for the installation of wind turbines on a number of blocks which will reduce communal fuel bills for residents. Please contact: Annette Harris, annette.harris@broomleigh.org.uk Community Investment Broomleigh is a socially committed organisation that takes its responsibilities Through the ‘B’inspired’ programme Broomleigh works with many partners to bring opportunities and investment into our communities. We work with a very wide range of partners to maximise the opportunities for our residents;
On the Ramsden Estate in Orpington the local secondary school use our ‘Reach Out’ community bungalow to provide services for excluded children. We take financial inclusion seriously and last year our dedicated welfare rights service brought in £2.3m in extra benefit income for our residents and a further £500k through our partnership with local debt advice agencies. Broomleigh believes in corporate social responsibility. Staff and contractors act as mentors for local school children and regular fundraising events raise thousands for local charities. For instance, this year £15k has been raised by staff for Demelza Childrens’ Hospice. Fundraising events included sponsored car washes, quizzes and bike rides. Please contact: Phil Miles, phil.miles@broomleigh.org.uk |