Page 2 - Ability Housing Association Annual Report 2016
P. 2

           Hello                                                                                                             Highlights

                                                                                                                                                                                       IN 2016

                                Welcome to our Annual                              Celebrating new
                                Report for 2016.                                   Hillingdon services

                                For the first time, we have                                                                                                                            Award win for the Q-Team
                                combined our reports to                                                                                                                                Carron Cleversley was delighted to accept two awards
                                customers and stakeholders.                                                                                                                            for Ability at the Customer Scrutiny Inspection (CSI)
                                We have also changed our                                                                                                                               Awards in Manchester on 27 October.
             publication date, so that we can provide more                                                                                                                             Carron is a member of the Q-Team – our customer-led
                                                                                                                                                                                       quality auditing team – which won ‘Excellence in
             up-to-date financial information.
                                                                                                                                 Colin (centre front) celebrates the official opening at The Lodge,  tenant inspection and mystery shopping’ at the
                                                                                                                                 with other customers from our Farnham services.       event. Ours was the only entry to make the shortlist,
             Having joined Ability on 1 July 2016, I spent my                                                                                                                          because the judges were so impressed.
             first 3 months getting to know the organisation,                                                                     Re-opening The Lodge in Farnham                      The judges also gave us a highly commended award
             visiting services and speaking to customers and                                                                                                                           for ‘Excellence in communication’ – a category we
                                                                                                                                  Colin welcomed visitors to his home when we held an
             colleagues. Above all, I was struck by the positivity                                                                                                                     hadn’t entered – after reading about how we train
                                                                                                                                  official launch event at The Lodge in Farnham. He said:  staff to use Makaton, following a Q-Team
             and shared values across our services.                                Quentin (right) pictured with his Support      “It’s like a palace. I’m so happy living here!”
                                                                                   Worker Johann at the Hayes Park Lodge                                                               recommendation.
                                                                                   lunch party.                                   After the Mayor of Waverley, Cllr Chris Storey, declared  Carron took the mic to say it was a privilege to be part
             At the official opening of Cavell House in Farnham,                                                                  The Lodge officially open, customers from all our
                                                                                                                                                                                       of the team. She said she was very happy to be an
             in September, I found the four new flats as good                      Quentin was one of the customers               Farnham services joined in the fun with staff and local  Ability customer.
             as any I have seen – spacious, accessible and                         from our Hillingdon services who               service commissioners.
                                                                                   came to our outdoor lunch party
             adapted to support independent living. The                                                                           Before re-opening the building in April 2016, we spent
                                                                                   at Hayes Park Lodge in September.
             tenants were as impressed with their new homes                        Customers were joined by local staff           6 months converting it into 4 self-contained flats.
                                                                                                                                  3 of them are wheelchair accessible. The Lodge was
             as I was and went on to describe how the support                      and some of our service                        formerly a shared house for people with complex
             staff listen and act on their wishes, enable                                                                         physical and learning disabilities, but local needs had
                                                                                   We now support 135 people with                 changed.
             independent living and respect individual choices.
                                                                                   mental health needs in the borough,
                                                                                                                                  Colin and the other new customers at The Lodge are
                                                                                   after winning 3 new support
             My ambition for Ability in the coming months                          contracts during 2016.                         supported by staff based next door at Cavell House.
             and years is to build on our strong foundations.
                                                                                   As a new customer living at Hamlet
             We will focus on the quality of our services and                      Lodge, Quentin said: “I like how Ability
             ensure that we work together to prioritise the                        work. Since the service opened
                                                                                   they’ve been really helpful. Some
             quality of the customer experience.                                                                                                                                       Carron shows off the Q-team’s award plaque, with CEO Jeff
                                                                                   people don’t leave you alone, but I’m
                                                                                                                                                                                       Skipp (to her right) and other members of the staff team.
                                                                                   independent. Someone comes every
             Jeff Skipp                                                            morning for a chat. When it’s Johann,
                                                                                   we have a really good chat and that’s
                                                                                   the important thing.”
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