Sustainability and safety for our business, community and the environment
Rent and service charges
Our rental income collection was maintained at over 100%, although decreased slightly from 100.8% in March 2021 to 100.34% in March 2022. Current rent arrears increased to £2,260,373. This figure includes the transfer of rent arrears for Grove Park. 0.82% of rental income lost was due to void properties.
We exceeded our leaseholder service charge collection targets, collecting £916,080 in day-to-day service charges and £343,519 in major works charges.
We recognise the impact that the national economic challenges have had on our residents and we have invested in support for residents as set out below.
Financial wellbeing and energy advice
Over the past year, our Financial Wellbeing Team have been supporting residents with advice on budgeting and money management, as well as support to access grants and help from other organisations.
Phoenix leaseholder and Energy Champion, Sharon O’Connor, has delivered £6,327 in energy savings, grants and discounts, across 128 advice sessions.
With the impact of the cost of living crisis, we’re seeing more residents in need of support and advice. Remember, you do not have to be struggling to seek advice. Whatever your circumstances, we are here to help. Contact us today.
“I walked into The Green Man with a folder filled with letters and bills that I was struggling to manage. The support Jackie gave me changed everything. She explained the letters to me, gave me advice about budgeting and work, and even spoke on my behalf to organisations who were chasing me for money I didn’t owe.”
Phoenix resident, Samantha Benton
Learning and employment support
We supported six Phoenix Foundations interns with placements in roles ranging from customer service to facilities. Phoenix Foundations is a project funded by Lewisham Council which is designed to help young people with learning disabilities into full time employment.
Molly's story
Molly Buttigieg joined Phoenix in November 2020 as a Financial Wellbeing Apprentice. Molly recently completed her apprenticeship and achieved a distinction in Business Administration Level 3. Molly explains why she decided to do an apprenticeship and reflects on her journey building a career with Phoenix. Molly is now our permanent Income Officer.
"In my new role I advise tenants on paying their rent and still use my knowledge of the benefits system to help residents when I can."
Molly Buttigieg, Phoenix Income Officer
I decided to do an apprenticeship as I had recently graduated from University and was looking for an entry level role. I hadn’t initially considered an apprenticeship, but as they were advertised to residents in Lewisham, it was a great opportunity for me to get into the sector locally.
My apprenticeship involved on the job training in my role in the Financial Wellbeing Team, alongside workshops and exercises guided by my apprenticeship tutor. I was also encouraged to learn about the organisation and pursue any opportunity to pick up new knowledge and skills.
My role involved helping people with their benefits and maximizing their income which meant there was lot to learn, but I soon picked things up and was able to contribute to the team and help residents. It was really rewarding to be able to help people in my local community and make sure that our residents are in the best financial position possible.
After a year in the role and experience working with the team in person, I was offered a job in the Income Team as an Income Officer. This meant more pressure when it came to my final assessments, but I felt very supported by my team and apprenticeship tutor. In my new role I advise tenants on paying their rent and still use my knowledge of the benefits system to help residents when I can.
I would definitely recommend applying for an apprenticeship, especially as they are often advertised to recruit local talent. It also doesn’t matter if you have other qualifications like a degree. Apprenticeships are a great way to network, develop your skills and to get started in a role that interests you!
Shaping a sustainable future
In March 2021, the Board approved a Sustainability Strategy which outlines new ways of building and maintaining our homes to reduce carbon emissions, make our homes more energy efficient and reduce our carbon footprint.
We use SAP (standard assessment procedure) scores to measure the energy efficiency and running costs of a home. The bands run from A to G, with A being the most energy efficient and G the least. The number of Phoenix homes with a SAP rating below C was 878 at the end of March 2022 and our Board have approved financial plans to bring all of our homes to SAP rating C by 2030 as required by the government.
The plans to improve sustainability take a ‘fabric first’ approach which means we will look to improve the energy efficiency and running costs of our homes through better insulation and ventilation along with other measures. This will be a step towards the standards required to achieve the longer-term government target of Carbon Net Zero.
We are committed to reducing our carbon footprint and will work with our residents to help guide us on this journey.
Delivering value for money
"Social value can be described as the wider non-financial impacts of programmes, organisations and projects, especially on the wellbeing of individuals and communities and of the environment."
Resident Scrutiny Panel Summary Report on Social Value
Social value
An example of where we have delivered social value is through our Community Chest
#BEin
“I’m very grateful for what #BEin have done, it’s made such a difference”
#BEin is Phoenix's Youth Leadership Programme and supports young people aged 16-25. The group met remotely over lockdown and developed an initiative to support children and young people's wellbeing.
Aware of the rise in period and hygiene poverty, they successfully secured a grant from the Community Chest fund to create 310 ‘wellBEin’ packs for 8-25 year olds struggling to buy hygiene products. The packs contained sanitary towels, shaving foam, shampoo, deodorant, toothpaste, a toothbrush and face wash.
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