Annual Review 2018 - Transform Housing & Support
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Annual Review 2018
Strategic priorities
Contents In 2017/18 we...
provided housing
Value for money
Innovation
Financial viability
In 2017/18 we...
provided care
and support to and support to
1,941 185
Sustainable growth
Impact
people people
1 About us
2 Continuity and change
4 Fernley and Perry
6 Moving society forward
83.9% 97.3%
8 Our people
2 6
9 Patrons and Ambassadors Respect Empowerment
Continuity Moving
10 Eileen
and change society forward
12 When less has to become more
of clients of clients were
14 Tina
16 Value for money
moved-on Our values satisfied with
18 Ian
in a planned the housing
20 Fundraising
way provided
21 Finances Responsibility Excellence
22 Lorna
24 Governance
10 Eileen 16 Value
for money
48 years
99.6%
of clients were
100%
of clients were
20 21
satisfied with satisfied with
the support the homecare
Fundraising Finances they received they received
of transforming lives
Continuity and change Thank you,
Paul
Chairman reason to change significantly the strategy
or delivery of an organisation which is
finding and developing alternative sources
of voluntary income. If further mergers
As Chairman and on behalf of Transform’s
Board and staff, as well as our clients who
developments that have ensured its
position as the leading housing provider
Mark Austen now the largest provider of housing and can serve to fulfil these objectives, they have benefited from support over the
last 25 years, I would like to pay tribute
in Surrey. Emphasising the crucial
contribution that colleagues throughout
support in Surrey. will be considered positively.
Transform Housing & Support has to Transform’s long-serving Chief Transform have made to shaping and
long needed to operate in challenging Working from Crawley in the east to At the heart of everything we do now and Executive, Paul Mitchell. running the organisation, Paul will
circumstances as Government funding Wokingham in the west, Transform will continue to do in the future are the modestly say that it wasn’t all down to
for the housing sector has continued to benefits from substantial assets: in needs of the people whose lives we are People at all levels of an organisation him; but it is he who has led the way in
decline and future policy has become
ever more uncertain.
particular its over 200 staff who bring seeking to transform for the long-term. tend to come and go – even in Transform, establishing the culture and values that Change in leadership
a wealth of commitment, skills and The client stories in this Annual Review which has so many loyal members of will continue to steer Transform’s course.
experience; a robust infrastructure; a solid document the kind of progress we have staff. We therefore find ourselves in an Paul Mitchell’s successor from
Despite this demanding environment, portfolio of properties, and a formidable been achieving. unusual but heart-warming situation as Paul, who retires on 10 August 2018, will August 2018 is Lawrence Santcross,
Transform is in good shape as we say reputation, built up over nearly 50 years. we say goodbye to Paul. no doubt enjoy spending more time with formerly Care & Support Director at
goodbye after 25 years to its Chief Taking all this into account, Transform his wife, Pauline, and his family. He will London housing association Notting
Executive, Paul Mitchell. Transform’s core purpose remains a constitutes a strong platform on which Joining as Finance Director in 1993, Paul not, however, be leaving Transform behind Hill Genesis. He was responsible for
constant, but following its 2016 merger to build over the coming years. Although was promoted to Chief Executive just four completely, since he intends to write a delivering care and support services to
The leadership may be with Cherchefelle Housing Association, times may be uncertain, all of us are years later. Having originally qualified as a short history of the organisation. over 4,500 people.
changing, but the organisation has built momentum passionately committed to improving the chartered accountant, he initially worked
there is no to grow further: possibly by extending lives of more and more people. in the private sector before moving to We would like to thank him: for the Lawrence’s strategic responsibilities
inherent the area in which it operates, but also the voluntary sector in the 1980s. During outstanding commitment and loyalty he centre on establishing and updating
by reviewing and upgrading its property and after his time at the Shaftesbury has shown to Transform and its statutory Transform’s objectives, providing
portfolio, developing new services, Society (now Livability), Paul also took partners, also for the consistent and an effective framework for their
using technology more productively and on volunteer roles, including trustee dedicated service he has provided to our implementation, and formulating
continuing to ensure its standards and positions, for a number of charities. clients. He really has played a vital role in a coherent and realistic vision
97.4%
management of costs are best in class. transforming their lives, and our society, of Transform’s next phase of
Since 1998 he has been chair of the for the better. development.
Charitable income enhances clients’ Surrey Charities Chief Executives
lives further but also provides Group, serving as joint chair since 2014. He will lead the organisation as it
Transform with some protection of clients feel happier constantly reappraises the relevance
given the uncertainties of Paul is a well-known and much-respected and achievability of its purpose.
since receiving
statutory funding. A radical figure in the supported housing Considering market size, trends,
our support characteristics and both national
review will be made of income community. His legacy will endure for
sources together with the many years to come. Over his time with and local policy, he will assess its
charity structure, and Transform the organisation has grown future options.
sustained effort will go into exponentially, and he has overseen key
2 3
Perry: We didn’t have a clue. Liam had I first met them. There is a lot
just been born and we were living with my of stereotyping with mental
mum. She has her own health issues and health issues and I felt
dealing with mine as well was making her ashamed, like I couldn’t talk to
more ill. We needed to find somewhere anybody. But by approaching
else to live. the right people it makes a
world of difference. They helped
We moved to a hostel but there were a a million times more in the short
lot of problems – it just wasn’t practical space of time that we were working
for a family. At the time my mental health together than others have helped me
issues hadn’t been diagnosed properly in years!
and Liam was unwell, so it was a really
hard environment to live in. We were at Fernley: Perry struggled to communicate
our wits end. before. But now he is completely different,
it’s nice to sit back and hear him do
We contacted the council and eventually the talking! They have helped him with
they moved us to a temporary his confidence as well, we went to the
accommodation flat and that’s when we seaside the other day – that would never
got introduced to Jackie have happened before.
and Gill – it was amazing! He’s brilliant with Liam, Jackie and
“...they opened up the who’s always been a Gill, Fernley and
Perry’s Keyworkers
Fernley: We’d been let
down so many times world for us, and daddy’s boy but he’s even
worse now! When we first met this family they were
before, so it was hard essentially got us a completely closed off, defeated and
trusting new people. But Perry: So much has
after the first meeting, it home as a family.” changed. We actually feel
frustrated. They struggled with phone
calls and paperwork, Perry’s mental
seemed like it was going to settled here, it feels like a health issues also meant he found it
all come together, the way they were with home. Being in a new place, progressing hard to trust people. Once we’d built a
us it was completely different. It was such yourself and moving forward comes relationship with them they were happy
a relief to know that someone is actually from having a fresh start. I want to go to let us help. We encouraged them to
on your side. back to work, we need a bit of stability, positively challenge the problems they
a bit of money, and a bit more security were having. Money was an issue, but
Perry: Simple things like showing with our monthly income. It’s not nice we managed to minimise their debt and
compassion and actually listening! Other having to rely on something that you can’t maximise their income.
places we had been it was like they were actually rely on. So being able to depend
just there to do a job, but Jackie and Gill on myself again and know what money It meant a lot to hear we helped Perry
actually made time for us. We realised you’ve got coming in each month will with his mental health issues – we’ve
that just by talking to the right person help a lot. never seen him talk so much! His
your whole life can change. engagement with their son was lovely to
When we met Jackie and Gill, they see. Perry previously said he didn’t
They were able to help us as a family but opened up the world for us, and know how to play with his son, but it’s
for me personally they helped me with my essentially got us a home as a family. We
Fernley and Perry
clear it comes naturally! They are now
outstanding debts. I also had some issues wouldn’t be where we are if they hadn’t talking about the future which they never
with my medication and filling out forms. done what they’ve done. We can’t thank used to. They look so much happier, it’s
Now I am a million times better than when them enough. like sunshine is beaming from them!
4 5
Moving society forward
Chief Executive This was the first full year since
the 2016 merger with Cherchefelle
as ex-offenders and people
seeking to be abstinent from drugs
Paul Mitchell Housing Association. Integration of and alcohol. We have also increased
operations has been largely completed our provision for homeless families,
During 2017/18, Transform overcame and the care services that came to the under-35s and people in need of
numerous challenges. Notably, its main us through Cherchefelle look set for temporary accommodation. We have
funding streams – government budgets expansion in the future as need for even, with the help of a generous donor,
for housing, support and care – continued them grows. created a social enterprise.
to shrink.
Over the year, well over 2,000 people In essence, Transform provides housing
But by building on the diverse and benefited from our supported housing and support, as well as care, to people
valuable capital it holds, that of people, and care services. In the face of renewed with varying needs. For those people who
property, resources and reputation, financial stringency, we devoted are homeless or at risk of homelessness,
Transform has achieved vital continuity considerable effort and expertise to our our aim is to move them forward, not
and enabled positive change. negotiations with funding organisations leaving them trapped in some kind
such as local authorities, and to tenders of ‘revolving door’. Transform also
for new and existing contracts. Our high provides care for people who wish to
success rate in these tenders, many of remain in their own homes and live as
them resulting in multiyear contracts, independently as possible.
means that we can look forward to
helping more and more homeless and By embracing both continuity and
vulnerable people in the immediate future. change, Transform will continue to
make a significant difference in Surrey
As we do this, we will remain open to and beyond, transforming the lives of
innovation: new models, new funding, thousands of people and creating a
new partnerships and even new better society for us all.
mergers. Part of our value system is
that we have a ‘no-blame culture’:
95.8%
we give permission to our staff
to build on Transform’s firm
foundation through creativity and
a readiness to try out new ideas.
We now have a number of pilot of clients feel more
projects underway that focus independent since
on specific client groups, such receiving our support
6 7
Our people Patrons and
Transform benefits from the
endorsement of a number of
high-profile volunteers, including our
Patrons and Ambassadors. We value
Ambassadors
highly the support they provide.
During the year we welcomed
Elizabeth Kennedy and Sally Varah as
Patrons. Both are former High Sheriffs
of Surrey and have served as Trustees
Without the passion and commitment environment that is marked by both say that staff consider Transform to be of Transform. Elizabeth also served as
Royal Patron HRH The Countess of Wessex GCVO Vice-chairman of Transform whilst
of staff in every function and discipline, changes and challenges. a good employer and an increasing
Transform would not be the major positive number of care vacancies have been holding the office of High Sheriff. In
force that it is today. Transform, with a frontline team of some filled via word of mouth and our addition, we welcomed new
160 and the remainder in administrative ‘refer a friend’ scheme. Patrons Ambassadors, as detailed left.
Chief Executive, Paul Mitchell celebrated roles, is keen to be perceived as an The Rt Hon Baroness Bottomley Elizabeth Kennedy FCIPD
25 years with Transform in March 2018, attractive employer in every respect. In We believe strongly that our staff should of Nettlestone JP DL (appointed January 2018) In the year under review, specific
but he is by no means the only 2017, the Board of Trustees asked the be rewarded and incentivised with a thanks must be made to Baroness
Michael More-Molyneux DL Prof G. Q. Max Lu FAA FTSE FRSC FIchemE DL
long-serving member of staff. Executive Team to ‘be bold’ in finding competitive wage that recognises the Virginia Bottomley for hosting our
Lord-Lieutenant of Surrey President and Vice-Chancellor,
solutions for retaining and recruiting staff. quality of the service they deliver to our inaugural Key Supporters’ Lunch. This
University of Surrey was at the House of Lords in March
In the year under review, eight staff clients. The wealth of
Prof Patrick J Dowling Sir Richard Stilgoe 2018 and was attended by many of our
“It is the most calm and training
CBE DL FREng FRS OBE DL
(some in frontline roles, others based The extensive regime of we provide is
at central office) celebrated between funding cuts over many just one of Transform’s Nick Ephgrave QPM Sally Varah statutory and voluntary stakeholders.
inviting place I have
MBE DL
five and 25 years’ service. Continuity years has put pressure additional investments Chief Constable, Surrey Police (appointed January 2018) It proved to be a positive way to share
of this kind enhances the organisation’s on salaries. At times, this ever worked and I hope in both their professional David Hypher OBE DL BSc The Rt Revd Andrew Watson
our challenges and successes, and
expertise and authority as has caused difficulties skills and their personal further develop our relationships.
in consistently recruiting to be here for many
Bishop of Guildford
it responds to an wellbeing.
operating staff of a suitable calibre more years to come!” Dame Penelope Keith DBE DL Virginia was also able to support the
for frontline roles. High on our list of Chief Executive recruitment process
priorities is an emphasis on our values. through her professional connection
Surrey has near-full employment, so it All staff are encouraged to embody Ambassadors to executive search agency Odgers
can be challenging to retain frontline and promote respect, empowerment, Berndtson.
Dame Elizabeth Anson DBE JP DL Lesley Myles MBE JP DL MA
staff when better-paid work is readily responsibility and excellence.
Martin Bellinger The Hon Mrs Lavinia Sealy Thanks to Prof Max Lu for hosting
available in other sectors or with statutory (appointed January 2018) (appointed March 2018)
agencies, which are often keen to employ We regularly ask our staff for their our Patrons and Ambassadors
people who have benefited from feedback through our staff satisfaction His Hon Christopher Critchlow DL Bernard Stevens FCA FCMA Reception at the University of Surrey
(appointed February 2018) in September 2017. This afforded us
Transform’s high-quality training. survey and continue to find the results
positive and reassuring (the quote above Debbie Drury BA Lady Elizabeth Toulson CBE DL the opportunity to share our review of
Transform has responded to this came from our regular staff survey).
(retired September 2017) (appointed February 2018) Transform’s 2016/17 activity.
situation by reviewing frontline Desmond McCann BA FCA Paul Wates FRICS
salaries and by making a A new recruitment initiative is a digital (appointed January 2018) We would also like to publicly
particular effort to enhance marketing strategy aimed at attracting David McNulty PhD Cllr Fiona White acknowledge the advocacy and
remuneration for roles which staff for Transform Homecare. This went (appointed May 2018) support that all our Patrons and
do not readily attract suitable live in April 2018 and early signs are Ambassadors provided during 2017/18.
Greg Melly Malcolm Young FRICS
candidates. We are proud to highly promising. (appointed March 2018)
8 9
I was living in a house on my own for nightgown, but I can take
eight years after my husband died, and I myself to bed. I feel very
got a bit lonely. I like company; I don’t comfortable with them.
like being on my own all the time and it They also take me shopping
got to the point where I felt like I needed every week which I really
to move somewhere which has more enjoy. They always go out
people around. of their way to help where
they can.
My daughter-in-law took me to look
around a couple of different places but I Last year my granddaughter got
decided I liked this one best. married. I really wanted to go to
the wedding but I wasn’t sure how
I was quite independent when I first I would cope. I asked the manager
moved here, the staff would just come if someone could come with me and
and check on me in the thankfully she said yes!
morning and that’s all
I needed. But I started “The girls who help One of the Care Workers
having problems with me always do their took me and stayed all
my back which meant I
needed more help. best for me, it helps day – we were up until
midnight! When we got
to make life easier.” home she made sure I
I see the staff every day was in bed and ok before
now. The Care Workers help me get ready she left. I was very grateful to her, it was
Amanda, one of Eileen’s
in the morning and bring me breakfast. lovely that I could go; it’s something I will
Care Workers
I make my own lunchtime sandwich, never forget.
then in the evening they bring Eileen has had her ups and down since
me my dinner and A couple of years ago I had a bad fall in receiving care from us. The fall that
they help me the shower one night. Thankfully staff she had could have been a lot more
get in my were working late, so when I pressed my serious if the staff hadn’t been here. But
alarm they came to help me. Jan went thankfully they were able to take care of
to call an ambulance and Charley stayed her until the ambulance came. She was
with me on the floor for two hours until in hospital for two weeks but when she
the ambulance came. I couldn’t move came out she never looked back!
because I had badly broken my hip, but
I knew I was safe because Charley was Each week we take Eileen shopping,
with me. sometimes we pop to the supermarket,
other times we take her into town to
The girls who help me always buy new clothes and things – she really
do their best for me, it helps to enjoys getting out and about.
make life easier. I’ve always felt
happy here, I don’t want to go It was really important to Eileen that she
anywhere else. was able to go to her granddaughters’
Eileen
wedding. We were so pleased to be
able to support her with this and
help her maintain her independence.
10 11
When less has to become more Impact on our clients
Support staff spend a great deal of
time guiding clients in applying for
benefits and helping them meet the
Department of Work and Pension’s
‘job ready’ requirements. Where unfair
sanctions have been imposed, our staff
will support clients in both challenging
and overcoming them. While most of
90.6%
Over the past five years, despite the like Transform, since rents have such as the Office of the Police & Crime Further good news includes the renewal our clients are of working age, many
growing demands and challenges historically represented our most Commissioner, Elmbridge Borough of contracts with both Wokingham and face mental health challenges or other
faced by providers of housing and stable income stream. Council and Waverley Borough Council. Crawley Borough Councils. complex issues. It can be hard for
support, Transform has strengthened Beyond replacing income that has been them to find and sustain work in their
of clients feel local area.
its financial performance. In that time, Moreover, current Government reviews of their ability to cut, these initiatives offer a platform The 2016 merger put care services very
we have invested in 249 units of client funding are homing in on rental income for growth. much on Transform’s agenda. A business
accommodation and helped deliver for supported housing, so the atmosphere
manage money plan for these services was developed Universal Credit rolls out across Surrey
services to over 1,000 more people remains uncertain. New national funding has improved Expansion has also come about for for implementation from April 2018 and from October 2018 and will cover
in need. arrangements for supported housing are Transform through meeting the increasing Transform Homecare now functions under housing benefit, which clients need to
soon to be announced, which may have need for temporary accommodation for a senior manager in a newly-created role: pay their rent. Once an application for
Funding for support has suffered 14 years a significant impact in the medium term. April 2018 also brought an end to all both homeless single people and families. Head of Care, Older People & Learning Universal Credit is made, there can be a
of reductions. In 2017/18 the Government Transform remains actively involved in Surrey’s housing related support funding We first entered this area as recently as Disability Services. long delay before it is received. This can
reduced net social rents by 1% and a this issue through the National Housing for older people and for people with a 2015, but by summer 2018 Transform make life difficult for Transform’s clients,
further 1% cut will apply in both 2018/19 Federation, which hopes to influence learning disability. Where clients were will be helping some 200 people with Care fees from local authorities have and in order to pay their rent, they often
and 2019/20. While this affects all housing the outcome. adversely affected by these measures, interim housing. historically been insufficient to meet the have to economise on food. Transform
associations, it is of particular Transform staff ensured that their needs costs of the living wage for care staff. helps them with an ‘informal’ food bank.
concern to providers In Surrey, with the County Council were assessed by the local authority. In Move-on options are restricted due Since October 2017, and Transform’s
of supported seeking savings, April 2018 brought a many cases, funding was restored to to changes in government policy. As successful tender to supply homecare Personal Independence Payment
housing 13% funding cut (including inflation) to people who could not live independently a consequence, clients become more services for Surrey County Council within has now replaced Disability Living
services for people who have a history without support, which now continues to likely to stay longer with Transform, the areas in which it operates, fees have Allowance, while access to
of offending, were homeless or those be supplied by Transform. and this limits the availability of our been set at a more realistic level. Employment and Support Allowance
with mental health issues. This cut was accommodation to new clients who has become more limited. Long
agreed amicably with Surrey County Transform’s merger brought savings could benefit from our services. After difficulties recruiting into care delays occur between applying for
Council. Transform went on to meet its in senior staff salaries and operational services, we are now experiencing and receiving benefits and staff put
responsibilities in a number of ways: economies have been achieved in a Over the winter of 2017/18, Surrey positive results in attracting new staff. considerable effort into managing
through efficiencies resulting from the number of ways, for instance through Family Services put its supported sanctions and appeals.
2016 merger; through re-targeting additional use of Transform’s in-house housing services for young people out Overall, and despite all the funding
resources to serve the clients most team for day-to-day maintenance work to tender. Transform was duly awarded challenges, Transform has been able We estimate that Transform staff spend
crucially in need of support, and by on properties. Losses in support income the contract having submitted a strong to produce a sustainable budget for 200% more time dealing with benefit
reducing provision of support have been offset by the development of tender, demonstrating that it can offer 2018/19. For the first time in over a issues than they did two years ago.
hours while retaining sufficient new housing stock, which provides future excellent accommodation and support decade, we can be confident that agreed This means less time is spent on client
capacity to manage risk rental income, as well as cost savings. for young people at a competitive price. funding for the majority of our services support needs and helping them to
responsibly ensuring A proportion of lost funding has also The majority of these housing services are will extend over more than just 12 months achieve independence.
intervention when necessary. been replaced through the establishment therefore assured in the county for at and in some cases over three years.
of relationships with other partners, least the next three years.
12 13
My life before Transform just revolved doing things like paperwork
around drink. I’ve been heavily drinking before because my life was
since I was 16. I lived with my partner, just a haze, but I wanted to
but when he died my drinking became be in control and do things
even more excessive. I had a good for myself. Without her help I
relationship with my family but about five wouldn’t have known what to
years ago we fell out and it was because do at all. She’s built up my
of my drinking. confidence so much that I don’t
ask her to do things anymore. It’s
One day my friend rang me from empowering to actually be able to
nowhere and she said you’re coming think ‘yeah I can go and do that on
to mine. I had quite a bit of money at my own!’
that time but because I was drinking
so much she took advantage of me Having Lucy has been great. If you need
and my situation. When she downsized her she’s there, if you’ve got a question,
there was no room for me so I ended up she goes out of her way to find the
on the streets. answer. I had an issue with a storage
locker, I was about
I met some really nice
people, a person from the
“Transform absolutely to lose some really
important photos, but Lucy,
local church found me and saved my life. I wouldn’t with Lucy’s help I was Tina’s Keyworker
really looked after me. She able to sort out the
was an absolute diamond. be alive without it.” problem. Before I would Tina was very vulnerable in
have just ignored it and the beginning. She was in the early
I ended up in hospital at one point the stress would have probably made stages of recovery but was determined
because my legs weren’t working. They me have a drink, but I managed to get not to drink again.
did lots of tests and there were so many through it and I’m so pleased. I supported Tina to apply for benefits
things wrong with me that I made the and access local services. Then we
decision – ‘that’s it I need to change.’ I’ve never felt normal in my entire life. moved on to finding her some structure
But now I feel settled and really positive in the local community including
I was referred to the Transform night in all aspects. I’m even rebuilding my volunteering at a charity shop which she
shelter. I loved it there. The staff were relationship with my family. I’m almost loves. Tina’s confidence has grown since
brilliant, the other residents were lovely. ready to move on to a place of my own she came here. She has managed to turn
It was like a big family, sitting round the but I don’t want to leave until I know I’m her life around and has so much get
table and having a meal together. comfortable knowing I won’t be tempted up and go. Tina has also improved her
if I went somewhere which serves alcohol physical and emotional wellbeing as well
One day the shelter manager said they on my own. as working hard to remain abstinent.
had found me a place if I wanted it. A
couple of days later Lucy came and got Everything is just going to be good from Tina has taken every opportunity that’s
me and took me straight to the house. now on and there’s going to be no more been given to her and now if things don’t
I settled in really quickly, and the rest is drinking! I’m still determined. Transform work out she doesn’t dwell on it; she
kind of history! absolutely saved my life. I wouldn’t be moves on and learns from it.
Tina
alive without it. I have really enjoyed working with Tina. It’s
Lucy helped me a lot in the beginning, she great to see her making positive changes.
was great. I hadn’t really experienced
14 15
Value for money Quantifying social value
The housing and support services
provided by Transform have an impact on
Support and advice
The service provided by our staff
maximum value from every pound we
invest. This enables us to make informed
Improvements in the support of her GP and Transform staff.
She is now feeling much more positive
two levels; the benefits to the individual enhances the independence and quality and evidence-based investment decisions Tina’s wellbeing and in control.
we are supporting and benefits to society of life for the people we support. by measuring the outcomes that are
as a whole. important to our clients and With the support of Transform, Tina has Finances
Community activities other stakeholders. achieved the following improvements in Tina was dependent on others to look
These combined benefits are referred to Participation in training, education and her life: after her, this included all her finances.
as the social value of our work. This social volunteering improves the wellbeing and To provide an example of the benefits A large part of her recovery, therefore,
value is created through: life chances of our clients. realised by our work, we have assessed Housing has been about empowerment and Wellbeing *Social value
the social value of our services for Tina, Before moving to Transform, Tina was independence. Transform staff have value to Tina to society
Our properties Our aim is to create sufficient social value who has been living in Transform’s dry street homeless and living on a park worked with Tina to help her take control
We provide safe and secure homes for from the investment decisions that we and drug-free accommodation for a bench. By first moving to Transform’s of her own finances and now she takes
our clients, where they can gain stability make. Measuring the social value created little over a year. Tina’s story is on Winter Shelter and then to one of our dry pride in managing her finances and “being Relief from depression and anxiety £14,345
in their lives. by what we do ensures we squeeze the page 15. and drug-free houses, Tina is now living in able to do things for myself.”
secure, settled and safe accommodation Move from rough sleeping to £10,701
with ongoing support. secure housing
Employment
For the first time in 10 years, Tina is Feeling confident and in control £10,323
Physical health now in paid part-time employment. This Relief from alcohol problems £5,721
Tina suffered from stomach issues, involves a considerable commitment
ulcers, backache and dental problems. on her part, as she now starts work Managing finances effectively £3,596
Since being in recovery Tina’s health every weekday at 5am. In addition, Tina
Start part-time employment £2,243
has improved considerably. She has continues to work two days a week as a and volunteering
had dental work carried out and now volunteer at her local charity shop.
takes great pride in her appearance. Total wellbeing to Tina £46,929
Not only has this improved Tina’s By supporting Tina and others to make
physical health, but it has also helped *Social value to society £30,819
long-term, positive changes to their lives,
rebuild her self-esteem. we generate social value that will benefit Total social value £77,748
our clients, and society as a whole, for
Mental health many years to come.
In the past Tina would drink to avoid *Social value to society is the savings for
feelings. In recovery she started feeling all public services in:
the emotions that had been suppressed JJ alcohol care and treatment
for so long. Initially this gave rise to JJ emergency hospital treatment
depression, but Tina has worked through To review our value for money statement, JJ local authority housing support
these emotions in counselling and with please visit www.transformhousing.org.uk.
16 17I used to be married and I have two and security where you can begin again. Mark, Ian’s Keyworker
children. I’m estranged from both of them. Without that I don’t think you can really
Having been homeless for seven
That’s what kind of caused me the pain start anything. You need a foundation.
years and then in hospital, it was a big
in the first place – I couldn’t cope with That’s one of the big things about being
change for Ian to move into a furnished
the loss. I was homeless for about seven homeless is you’ve got no support
flat with Transform. When he arrived,
years, I was living in a tent in the woods. structure and that’s what Transform
Ian was emotionally and physically
I was an alcoholic and obviously I wasn’t gives you.
fragile and he needed time and support
in a very positive frame of mind – life
to recover.
was bleak. I’m quite busy at the moment; I’ve started
volunteering helping other people like
He benefitted from being part of a
One particular day I was in such a bad me. I was also asked by the alcohol
community and knowing staff were
way that the council called an ambulance. nurses at the hospital to speak at a
available daily if he needed to talk.
They carted me off to hospital and medical conference. There were about
Ian had lived for so long without a
they decided to detox me. When I was 200 medical professionals, it was quite
routine that at first he needed support
released I moved to a B&B for a week, I’d stressful but I appreciated the help they
to decide what he needed to prioritise
not been drinking since I left hospital but had given me so I was happy to do
to maintain his tenancy and space to
I experienced a psychotic break. I ended anything I could to help spread the
explore what changes he wanted
up in a psychiatric hospital for about three good word.
to make.
weeks. Eventually I was
referred to Transform; I’ve also got a job as a
I had an interview and “I’ve never felt part-time carer which I
Through our weekly meetings, I have
been able to help Ian build a new
they kindly accepted
me. I’ve been in recovery
as content and hope to expand upon
in the future. I’m also in
structure and work to achieve his
ever since. relaxed about life the process of getting in
goals. The support has been varied
including helping Ian to apply for and
contact with my daughter
People take things like as I do now.” so that’s ongoing – which
maintain benefits and to feel more
confident about managing his finances.
hot food and showers for is all good!
granted. So after seven years of having
In addition, I’ve given Ian space to
nowhere to live, you have no idea how So now I’m back basically. I couldn’t be
talk and encouraged him to continue
amazing it was to be able to sit down, happier. I’ve never felt as content and
to access support to maintain his
relax, and to have central heating! relaxed about life as I do now. I try to look
abstinence from alcohol. I’ve also
to the future as much as possible but
encouraged him to re-connect with
I’ve worked with Mark almost the whole whatever happens in my life, I will never
the community by using local support
time I’ve been here. We meet weekly forget the opportunity that Transform and
groups such as Catalyst and starting
and chat about any problems or issues all the other people gave me.
voluntary work and work as a carer.
I’ve got. I’ve found the best thing about
Transform is having the support there and I will be eternally grateful. I don’t want
It has been a privilege to help Ian to
knowing there is always someone to talk to let all of that be for nothing. I want to
make plans and carve out a new life for
to if you’ve got a problem. show my gratitude by not messing the
himself and to see his self-esteem and
whole thing up!
confidence develop.
When you’re homeless you can’t plan
anything, you live from day to day and
Ian
you have no future, you’re just surviving
basically. Living with Transform has
provided a sanctuary, a place of safety
18 19Fundraising Finances
Our belief is that voluntary income can they are the lever that makes projects There have been noticeable improvements
and should make a greater contribution financially viable and are pivotal to in the income levels as results for 2017/18
to realising our vision of helping more ensuring success. Voluntary income helps include the full year effect following the
Innovation
and more people. us to develop new schemes, which are so merger in October 2016 with Cherchefelle
important for the growth and expansion Housing Association.
Projects
Transform’s fundraising strategy, in Capital that are part of our commitment. An
Clients
place since the beginning of 2017/18 additional and welcome effect of Our financial position has been
and updated for the coming financial fundraising is that it can reduce our enhanced further. New housing units Income Expenditure
year, focuses on specific areas of mortgage borrowing on new properties. have been added to the property portfolio 2017/18 (£9.2m) 2017/18 (£8.8m)
Transform’s activity. It is defined by four delivering an increase in rental income
fundraising ‘pillars’: capital, clients, Client-focused donations are equally alongside improved care rates from
innovation, and projects. 12-month period. It is therefore essential important. They serve to provide Surrey County Council.
for us to remain flexible and agile, so additional support to the teams that work
At the beginning of each financial year, that we can respond and raise money directly with our clients and can cover These graphs show Transform’s income
the areas and projects for targeted as needed. such diverse expenditure as the purchase sources and the application of those
fundraising are often evident, of essential photo ID for clients, social funds for the year to 31 March 2018.
but new and important Transform is an unconventional charity: activities that help build confidence and The difference between the income and
opportunities can as a statutory-funded organisation with self-esteem or a move-on grant to help expenditure is the resulting operating Housing 57% Salary 49%
arise in a a £9.2 million turnover, we have an their transition to independence. surplus of £464,000. Support 30% Property 44%
obligation to explain to potential
donors exactly why we deserve to Care 10% Office admin 5%
Donors can rest assured that their support In 2017/18 Transform realised an
receive donations. will benefit people who find themselves in exceptional surplus from a property Fundraising 2% Fundraising 2%
a vulnerable position in our society. disposal. The overall surplus will enable Other 1%
Statutory funding does not pay for capital us to service our loans, to maintain and
development or innovative, new projects. In 2017/18 we gratefully received upgrade properties and invest in new
Neither does it cover essential training £174,000 from familiar donors, but housing stock. Our recent tender to Surrey County This income certainty and our strong
for staff or the move-on grants that importantly we also attracted new Council has ensured that our support asset base, where £42 million is invested
we make to our clients when they supporters to Transform. By developing our property portfolio, we and care income are both secured for in property assets, provide long-term
leave Transform’s accommodation are able to generate a future rental a minimum of two years. In addition to financial stability for Transform.
for independent social or private Our thanks must go to everyone income stream. housing income, this represents nearly
housing. who donated money or provided 97% of our funding.
valuable support in the form of goods Our housing activity delivers income,
Donations to Transform can and services. mainly through rent and service charges
be directed to facilitating or and provides a secure income stream for Our full financial statement for year to 31 March 2018 will be available from October 2018.
accelerating capital growth: the long-term. Please visit www.transformhousing.org.uk.
20 21Before I had a stroke my life was They assured me they
absolutely full of exercising, I was would be able to meet all
always at a class or bowling. I would my needs. Then I found my
do my own gardening, painting, lovely Lorraine!
housework, everything. When I had
my stroke, everything changed. She’s so special to me, we’ve
got to know each other very
I was on a coach trip to Eastbourne well, I’ve come to think of her
with my niece and my sister. We had a more as a friend – we’ve been
wonderful day on the beach playing through a lot together.
with the ball and blowing bubbles
like kids do – or old people do! It’s very hard when you’ve had such
an active life and suddenly you can’t
We were on the coach coming home and even put your own clothes on, but
apparently my head went to the side. Lorraine just makes my life so much
Thankfully my easier. I prefer to
niece is a nurse, have her every
she noticed my “Then I found my lovely Lorraine! day because she
face had dropped knows exactly So she
and she told the She’s so special to me...” what the routine came back
driver that we is. What I love the in her own time
needed to get to an ambulance straight most is, she knows where everything is to see if I was ok, she
away. Thanks to some quick thinking of in the house and she never leaves until made me a sandwich and a cup
one of the other passengers, I reached she knows I’ve got everything I need, of tea at lunch and then checked on me
the ambulance just in time. including drinks for the day. again in the afternoon. The staff are all so
good to me and they always go beyond
I was in hospital for quite a while. But Without these girls I couldn’t manage. the call of duty.
when I was ready to come home I knew There was one day, I’d had a fall, and the
I would need help. A member of the Care Worker who came to do my morning I’ve been so lucky to find Transform, I’ve
team from Transform came to discuss call was a bit concerned about me. She come to rely on them.
what I needed and asked if I had any asked if I had anyone coming to see me
special requests. during the day but I didn’t have anyone.
CQC registration
100%
Transform Homecare services are Our North West Surrey and East Surrey
registered with the Care Quality services have both been inspected and
Commission (CQC). We run registered have been rated Good by the CQC. The
care services at three locations: inspection for Mid Surrey is imminent. of clients were
satisfied that staff
treat them with
Lorna
■■ Transform Homecare East Surrey
■■ Transform Homecare Mid Surrey dignity, respect
and compassion
■■ Transform Homecare North West Surrey
22 23Governance The Directors of Transform are
simultaneously Trustees of the
charity. At the end of the financial
Our favourite thing
year 2017/18, there were 11 Trustees
on Transform’s Board.
Mark Austen FCMA
Chairman In our satisfaction surveys, we asked our clients what their favourite thing was about Transform...
Transform’s Board Risk management Robert Mills BA (Hons) MCIH “My keywor
ker was support
Deputy Chairman “The carers are “I’m grateful able to sup “Friendly and “The
all friendly, helpful port me treats me
efficient care worker
The members of the Board of Trustees are Transform regularly reviews its Jane Bolton BA (Hons) FCIH for everything “Feeling with domes
tic tasks.” as an individual.”
appointed for a three-year term, although exposure to risk. The key issues
Amanda Colman BCom and do what I they’ve done.” comfortab workers.”
each member can hold office for up to covered in its strategic and operational le being
Chris Deacon BSc (Hons) MSc
have asked for.” able to discus here rt to
“The suppo ith
nine years. The Trustees are drawn from decision-making are:
a range of professional backgrounds, and Sally Dubery s “I wouldn’t be ort.”
“Helping with any issues.” supp al w
help me de cially
government policies
hou t your
JJ
Transform carries out a periodic skills
as very w it
Lee Harris
“Overall it w e, the the heart.” espe
over-reliance on contracts from a
every thing,
JJ
audit which identifies any specific gaps Nicke Harrison BA MA
r m “The patienc a
beneficial fo ed, the
single local authority
that might need to be filled by means
persistence a e , hen having
contract tenders Elizabeth Kennedy FCIPD
vid h e lp f u l n w
support pro ge.” d friendly
JJ
rt given “Very new baby.”
of new appointments. In the course of
“The suppo d it,
(retired September 2017)
reputational risk
a r in g att it ude of th
whole pack
JJ
2017/18 the Board met six times.
de and c a e s taff in “M
when I nee ally
Edward Moseley
JJ staff recruitment and retention
y s.” recognising a y keyworker
Chris Relleen BSc FCA
re re a lw a n d de aling was
regulatory changes.
they w e w ith always there
JJ
Committees “The involvement wi my support n to
David Turner DSc FRICS
e eds.” h
th supportive” elp and prov
Five Board committees are in place to
Jane Williams FCIPD Cert IOD AIOL
a keyworker, which ide
support when
“A big thank you to “Staff are polite, kind
(retired September 2017)
oversee key functions in the organisation: Regulation helped me get a lot
y needed it mos
I
JJ Finance & Audit An Executive Team of four of things done that Tran sform for all the an d ca rin g and listen “Safe place with t!”
Transform Housing & Support, with its
Quality of Care supports the Board: I wouldn’t have done did for me. I would to my needs and the ability to
JJ
sister brand Transform Homecare, is
.”
highly recommend them ensure they are met.” speak to people
JJ People regulated by: Paul Mitchell BA ACA
re
“They ensu to anyone.”
Fundraising Chief Executive (to August 2018 when
in my own time.”
JJ
JJ the Regulator of Social Housing
Nominations. Lawrence Santcross takes up the post)
sa fe.”
that I am
JJ
(as a housing provider)
Each committee, which includes Trustees, Carol Borwick
JJ the Care Quality Commission Head of Fundraising & Communications
members of the Executive Team and
(as a provider of homecare services) Andrea Cannon BA FCIH
Senior Managers, met between two and Acknowledgements
four times during the year.
JJ the Fundraising Regulator Director of Client Strategy & Delivery Thank you to our clients, staff and volunteers who are featured in the review.
(as a charity). Ratna Sukumaran ACMA www.transformhousing.org.uk n info@transformhousing.org.uk n 01372 387100
Registered office: Bradmere House, Brook Way, Leatherhead, Surrey, KT22 7NA Design: Georgina Margetts
It is also registered with both the Charity Director of Finance and Company Secretary
Editorial: Yehuda Shapiro Ltd and Georgina Margetts
Commission and Companies House. Registered Provider H2452 n Registered with the CQC 1-2756361790
Photography: Andy Newbold Photography and Georgina Margetts
Advisors: Registered Charity 264133 n Registered Company 1057984
Print: Prolink GB Ltd
External auditors: Nexia Smith & Williamson
All stories and photos are of real Transform clients, staff and volunteers.
Bankers: Barclays Bank PLC
Internal auditors: TIAA Ltd
Solicitors: Devonshires
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