Page 3 - Ability Housing Association Annual Report 2016
P. 3

ABILITY
 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
 commissioners.
 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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