2 Strategic Report including Operating and Financial Review
TENANT PERCEPTION MEASURES
LCRA
LCHO
Proportion of respondents who report that they are satisfied with the overall service from their landlord. Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. Proportion of respondents who report that they are satisfied that their home is well maintained. Proportion of respondents who report that they are satisfied that their home is safe. Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. Proportion of respondents who report that they agree their landlord treats them fairly and with respect. Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
83.7% 86.8% 84.6% 85.4% 90.7% 73.6% 87.3% 85.5% 40.9% 89.3% 80.4% 74.5%
66.3%
n/a n/a n/a
85.9% 48.1% 73.7% 70.2% 25.0% 79.5% 61.3% 60.4%
Adherence to legislation is monitored by a number of specialist functional teams and guidance is also provided by the Policy Team. Areas of non-compliance are reported by exception. The RSH’s Governance and Financial Viability Standard April 2015 requires that ‘Registered providers shall assess their compliance with the Governance and Financial Viability Standard at least once a year. Registered providers’ Boards shall certify in their annual accounts their compliance with this Governance and Financial Viability Standard’. We undertake an internal self- assessment exercise against the regulatory framework which is reported to our Audit & Risk Committee and confirmed to the Board. The assessment confirms our compliance with the regulatory framework and allows us to determine how we can further improve on our delivery of the standards. Through this mechanism, the Board has assessed that it is compliant with the Governance and Financial Viability Standard. The Report of the Board and the Strategic Report were approved by the Board on 30 July 2024 and signed on its behalf by:
Charitable purpose Anchor’s Board has reviewed the organisation’s aims, objectives and activities to ensure that it remains focused on its charitable purpose, namely, to relieve the effects of ageing. We have regard to the guidance contained in the Charity Commission’s general guidance on public benefit when reviewing our aims and objectives and in planning future activities. The Board believes that the provision of specialist retirement housing and residential care to older people, generally those more than 65 years old, delivers a valuable public benefit. Our services are available to customers who are aged 55 or over, across England. Beyond this, there are no restrictions on who can benefit from Anchor’s activities based on sexuality, ethnicity, disability, religion, or gender. Statement of compliance In preparing this report, the Board has followed the principles set out in the Statement of Recommended Practice: Accounting by Registered Social Housing Providers (Housing SORP). Anchor is committed to ensuring compliance with all relevant legal and regulatory obligations, and in many cases, stipulates requirements above and beyond the statutory minimum.
Christopher Kemball Chair
Sarah Jones Chief Executive
28 Anchor Hanover Group Annual Report & Financial Statements 2024
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