Annual review 2020/21 - Look Ahead
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annual review 2020/21
contents 03 chief executive welcome 04 who we are 05 where we work 06 a year in numbers 07 our services 14 our customers 18 our people 22 our homes 26 our partnerships 29 our governance and board 30 closing remarks from our chair 02 LOOK AHEAD ANNUAL REVIEW 2021
chief executive
welcome
Welcome to our 2021 While business growth and The launch of our Europe
annual report. It has improvement projects have Economics report this year
certainly been a year we been delayed in some areas, (see page 28) found that
will all remember for a long we have still continued to integrated mental health
time. As CEO of Look Ahead make strong progress against pathways could deliver £1
it is common that we say our corporate strategy. Since billion in cost savings to
we are proud of staff, but lockdown was lifted in April the NHS, as well as positive
this year the commitment 2021 we’ve seen significant benefits for customers. This
has been outstanding. activity and opportunities for type of saving will be much
I would like to start by Look Ahead. needed over the coming years
expressing my heartfelt as we feel the impact of the
thanks to everyone across Look Ahead continues to pandemic on public finances.
the organisation for their deliver a unique offer around
efforts this year. health, housing and social Finally I would like to publically
care integration, and we have thank our outgoing Chair, Julie
For me, the pandemic has seen some positive changes Jones. Her leadership, support
really demonstrated the in this area as a result of the and commitment has been
robustness of our business pandemic. Firstly, we have unswerving. Julie departs Look
continuity plans. It has been a seen a recognition of the value Ahead at a point where we are
year of strength in partnership of the social care workforce in a good position to continue
working as many of our existing alongside NHS staff. Secondly, to thrive and grow and to
partners, and new ones, there has been a step-change provide services for another
came together to support our in commissioning in an 50 years to those who most
customers. This has included integrated way. We have seen need them.
local authority commissioners NHS Trusts reaching out to us
and social care teams, NHS to help them with challenges Thank you once again to
Trusts, but also corporates they have faced this year. I everyone who has supported
and charitable trusts who have believe that the roll out of our work this year.
supported our work. Integrated Care Systems will
provide the framework that is CHRIS HAMPSON
needed to build upon these Chief Executive
partnerships, and to really
create lasting change.
LOOK AHEAD ANNUAL REVIEW 2021 03
What we do Who do we work with?
who we are Look Ahead is a specialist
housing association
With nearly 50 years in
social care under our
and provider of tailor- belt, we are experts
made care, support and through both practice
accommodation services. and understanding.
We support thousands of Today, we are proud to be the
people across London and trusted partner of over 39 local
the South East with a diverse authorities and health trusts,
Our mission range of needs, helping them providing specialist support
to make individual choices, and care services for around
achieve goals, and take control 6000 people every year with a
Working with people to make of their own lives. As part of the
Look Ahead Group we also
wide range of needs, including:
choices, achieve goals and take own two learning disability
services – Blythson Limited
Mental health
Learning disabilities
control of their lives through in Kent, and Kingswood Care
Services Limited in Essex.
Homelessness and
complex needs
high quality care, support and With the right support, we
Young people and
care leavers
housing. know that our customers
can realise their dreams and Whether it’s working with
aspirations. Our customers someone to achieve a
are experts by experience; positive change or providing
Our values by encouraging individuals specialist care, Look Ahead’s
to identify and develop their experienced and passionate
• excellence own unique skills and abilities,
we can support them to bring
teams are committed to
delivering high quality services
• aspiration about positive change in their
own lives and those of the
across social care, health
and housing that support
• partnership people around them. independence.
• trust
04 LOOK AHEAD ANNUAL REVIEW 2021
where we work
LONDON SOUTH EAST ENGLAND
1 1
ENFIELD MILTON
1 KEYNES
1 BARNET
1 1
HARROW
HARINGEY 1 2 6
REDBRIDGE
3 3
2 2 1 1 HERTFORDSHIRE ESSEX
HACKNEY
3 1
CAMDEN
BRENT ISLINGTON
8 2 6 5 1 6 BARKING &
3 1 1 1 2 DAGENHAM 2 1 1
TOWER HAMLETS NEWHAM 1 1 2
EALING WESTMINSTER 3
1 SLOUGH
WINDSOR & DARTFORD 1 3
4 4 MAIDENHEAD GRAVESEND
1
BRACKNELL 2 1
FOREST SITTINGBOURNE
SOUTHWARK
1 1 3
HOUNSLOW
3 1 1 1 MAIDSTONE
1 1 SEVENOAKS
SURREY
TONBRIDGE 1 1
1 8 1
RICHMOND LAMBETH LEWISHAM BEXLEY
ASHFORD 1 5
DOVER
TUNBRIDGE
WELLS FOLKSTONE
& HYTHE
1 1 2
1 1 1 BROMLEY
HAMMERSMITH
& FULHAM
CROYDON
1 1 3
KENSINGTON
& CHELSEA
3
1
mental health young people learning disabilities homelessness NUMBER OF SERVICES
AND CARE LEAVERS AND COMPLEX NEEDS
LOOK AHEAD ANNUAL REVIEW 2021 05
a year in numbers
group operating
surplus to invest investment
group in services and in assets and
turnover property property
£75.7m • £2.6m • £4.4m
V1 & G1 • 39
rating from local
Regulator of authorities
Social Housing
06 LOOK AHEAD ANNUAL REVIEW 2021
our
services
117 services
20 CQC services, all rated
good/outstanding
91 of services rated good
% or outstanding by our
internal quality audit
8 new services
LOOK AHEAD ANNUAL REVIEW 2021 07
In 2021 Look Ahead During the strict lockdown Growth in services
delivered 117 services imposed in response to
across London and the Covid-19, audits were As a result of the pandemic,
South East across four completed virtually, but the market for commissioning
specialist client groups. in-person audits were re- was slower than normal
introduced at the earliest as local authorities and
As an organisation, we provide opportunity when it was safe health trusts struggled with
person-centred services, taking for staff and customers. increasing demand and service
a psychologically informed disruptions. Despite this, Look
approach across our learning Following feedback from Ahead’s turnover increased
disability, homelessness, customers and commissioners, by £3.2 million last year, largely
mental health and young the majority of audits are now as a result of new block and
people’s specialisms. conducted unannounced. spot contracts.
This ensures we get an
Our goal is to provide accurate view of services
customers with the highest on a normal day.
quality service every day,
while constantly innovating Our programme of using
and growing existing and ‘quality checkers’, customers
new services. or former customers who are
trained to support auditing, has
continued virtually; they are
Quality involved in 54% of our quality
audits across the organisation.
Look Ahead is committed This programme is invaluable
to delivering high quality to the continual improvement
services, which are designed of our services and to achieving
to support the best outcomes the highest quality standards.
for our customers. We have
developed and enhanced This year, our audits rated more
our internal quality assurance than 91% of our services as
system, which includes an audit Good or Outstanding.
tool to monitor performance
against our internal standards.
In many areas these standards
exceed those of our support
service regulator, the Care
Quality Commission (CQC).
08 LOOK AHEAD ANNUAL REVIEW 2021
Our homelessness as few people as possible support staff and set up a
services return to the streets from health improvement fund,
emergency accommodation which will assess customers’
In response to the pandemic put in place during Covid-19. health needs and provide
we have extended our access to specialist support;
services to provide emergency promote registration with a
accommodation. New service in the Royal GP; educate on the need for
Borough of Kensington and Covid-19 vaccinations and
Chelsea (RBKC) improve advocacy on behalf
‘Everyone in’ services of customers using the
Look Ahead took over the health service.
As part of the ‘Everyone in’ delivery of Heaney Lodge
scheme, working with the complex needs homelessness
Greater London Authority (GLA), service in the RBKC. This Domestic abuse services
we have managed two hotel service provides support for up expansion
services in South London. to 43 single adults with housing
We housed more than 260 and complex support needs. Look Ahead has a team
customers who otherwise The contract has enabled us of Independent Domestic
would have been on the to work more strategically Violence Advisors (IDVA) in
streets and at increased risk with commissioners and Kent. The team supports
of contacting Covid-19. These other partners to provide a women and men at risk of
services supported people with range of recovery-oriented domestic abuse in several
positive move-on into more accommodation. ways, including finding
permanent accommodation. emergency accommodation,
installing additional home
Health outreach in Kent security for those who wish to
East London Apartments remain in their own property
At the end of this financial and linking survivors with
Thanks to a partnership year, Look Ahead was awarded recovery services to help them
between Look Ahead, Tower a contract to create a health rebuild their lives. As a result
Hamlets Council and Peabody, outreach service in Kent of the growth in domestic
we secured funding via the using allocated funding from abuse during the pandemic,
GLA and the Ministry for the county council’s Contain additional funding for IDVA
Homes, Communities and Outbreak Management posts was secured in Kent.
Local Government (MHCLG) to Fund (COMF) allocation for
transform the former Hackney the Covid-19 pandemic. The
Road Project into the East service will benefit those
London Apartments. This who have experienced rough
service delivers longer term sleeping and help to improve
move-on accommodation for health outcomes. Look Ahead
rough sleepers to ensure that will employ specialist outreach
LOOK AHEAD ANNUAL REVIEW 2021 09
The pandemic was a Supporting hospital Our learning disability
particularly difficult time discharge and autism services
for children in our domestic
abuse services; not only This year, we continued to Our strategy is to ensure that
were they dealing with the deliver a series of pilots across more people can benefit from
trauma of abuse and absence the North Central London the support we offer in our
from friends and familiar Integrated Care System, in learning disabilities and autism
surroundings, but they were partnership with Camden and services. We have supported
further isolated by being Islington NHS Foundation a number of new customers
unable to go to school Trust (C&I), Barnet, Enfield and this year to transition from
or nursery. To help these Haringey NHS Trust (BEH) and institutional-type care into their
children, Look Ahead secured the North Central London CCG own homes. For some this is
funds from the Ministry of (NCL CCG). We supported them the first time they have lived in
Housing, Communities and to improve patient flow out of their community of choice for
Local Government and the mental health inpatient wards many years.
Ministry of Justice to fund items and to reduce preventable
and activities, including board readmission through pro- To support this, we have
games, a playhouse, garden/ active community support introduced a new referral
sports equipment, laptops interventions. section on the Look Ahead
and iPads, to support home website, which allows
schooling and wellbeing. Patients who are well enough commissioners to view the
to be discharged but have placements we have available
issues that prevent them, such at any point in time.
Our mental health as lack of suitable housing
services or social care packages, are We have continued to invest
referred to the services. C&I has in new properties and to
Our mental health services seen great results, including: develop existing properties
continue to thrive, with to meet needs. This includes
demand increasing due to the A reduction in readmissions the purchase of Pelham Road,
pandemic. This year the Board to NHS wards – down from Gravesend, Kent, which we
approved our strategy for 10% to 3% plan to convert into five high
growth, which sees Look Ahead quality apartments. We will
as a reliable and innovative Hospital stays shortened, support one customer in each
partner within Integrated Care so for example, at C&I the flat, providing high level, one-
Systems and moving into new average length of stay was to-one support. We have also
areas to provide services. 50 days before the pilot and renovated three properties
is now 42. in the London Borough of
Newham, which we have made
available as single person
accommodation with high
support needs.
10 LOOK AHEAD ANNUAL REVIEW 2021Learning disability Supporting young people
subsidiaries in our services
We were excited to complete As a result of the pandemic,
the acquisition of Kingswood our support for the young
Care Services Limited in people we work with was
September 2020. Kingswood needed more than ever this
Care Services operates five year as they struggled to
care homes for people with cope with disruptions to work,
learning disabilities and/or training, education and the
autism in Essex and employs impact of the pandemic on
more than 100 staff. They have their mental health.
achieved CQC ratings of good
and outstanding, and offer
tremendous outcomes for the Semi-independent living
people they support. in Lambeth
In line with our development As a result of the pandemic,
strategy, Kingswood Care the London Borough of
Services is planning to open Lambeth wanted to secure
a supported living service for accommodation for young
four people by the end 2021. people in shared living
environments to enable
Last year we reported the them to temporarily self
acquisition of Blythson isolate. Look Ahead was
Limited trading as Proactive able to provide a block
Development in Kent. They booking in one of our semi-
opened a new supported living independent services, Horn
service in Folkestone in 2021 Lane, which made six units of
for four people receiving 24 accommodation accessible to
hour support. any Lambeth young person.
This arrangement has now
been extended to provide
emergency accommodation
for the London Borough of
Lambeth, giving peace of mind
if there is a need to move a
young person in an emergency,
for example, as a result of
child exploitation or gang
involvement.
LOOK AHEAD ANNUAL REVIEW 2021 11Commercial Road service 12 LOOK AHEAD ANNUAL REVIEW 2021
Commissioned by Tower Contract manager, “We have a great activity
Hamlets Council and Catriona D’Arcy, outlines programme, including
delivered in partnership what makes it special cooking, keep fit and now
with the East London for her. that we are out of lockdown a
NHS Foundation Trust, range of outings and activities.
Commercial Road is a “Like all services at Look Ahead Three customers are now in
mixed-gender service for it is about the people and the employment, with two more
21 individuals with complex culture we promote within the starting to look at work-like
mental health needs. The service. I’m sure what I will say activities.
service consists of 11 self- will be true for the majority of
contained flats for services. “We try to recruit diverse and
individuals requiring high ambitious members of staff,
support and 10 ‘step-down’, “All staff and customers come who are selected for their
self-contained flats. to the service with a fresh start, strong personalities, and for
regardless of their background, their passion for what we do.
Customers come to the and I feel as though we have We’re proud that many of our
service with a range of issues, an informal ‘code of conduct’ staff move on within Look
including substance misuse, in the service for both staff Ahead to more senior roles
personality disorder, forensic and customers. in other services.
histories, severe and enduring
mental health issues, as well “We try to create a culture of “Finally, we laugh together,
as backgrounds of domestic openness and learning. After as when things are difficult
abuse and homelessness. The any incidents we explore the you need to be able to share
plan is for every customer to learning instead of focusing on and laugh together, focus on
stay less than five years. mistakes or casting any blame. the positives whilst learning
from setbacks. Humour is a key
The service was judged “We focus a great deal on element for bonding customers
‘Outstanding’ by our internal team development. We have and staff; it definitely helps to
auditing team. a weekly reflective practice create the culture we have
session and I encourage my at Commercial Road.”
whole team to try new things
“Humour is a key element
that they believe will benefit
customers and their own
personal development. Safety
and morale are the areas that
we devote most time and
for bonding customers and
attention to. staff; it definitely helps to
create the culture we have
at our service.”
LOOK AHEAD ANNUAL REVIEW 2021 13our
customers
5982 customers supported
1126 customers achieving
greater independence
5 xperts by experience
e
courses offered
77 people trained by experts
by experience
63 peer support volunteers
21 eople involved in Tenant
p
and Landlord Panel
92 of customers satisfied/
% very satisfied that staff
listened, respected and
encouraged them
14 LOOK AHEAD ANNUAL REVIEW 2021We provide customers with
“During the recruitment
Look Ahead’s customers
are at the heart of training and support, such as
everything we do. This year a question bank to help them
process I asked the candidate has been a challenging
one for our customers,
quiz candidates. This year we
recruited a new board chair,
what they would do to support and their resilience during
difficult times has been
Baroness Watkins of Tavistock,
who joins us in July 2021, and
us. It was good having my inspiring. From board level
recruitment to training staff
our customers were able to
provide input, even at this most
question there. It was nice to in services, volunteering on
committees and providing
senior level of the organisation.
be involved in this and I really peer-to-peer support,
customers are integral to Experts By Experience
enjoyed it.” Look Ahead’s success. training
Our Experts by Experience
Martin, a customer from Amy Garvey House Customer involvement (EBE) training programme
Learning Disability Service at all levels of the continues to give customers
organisation and those with lived experience
a chance to train staff on
A significant ethos that Look topics including mental health,
Ahead holds is the importance substance misuse, LGBTQ+,
of customer involvement at domestic abuse, Asperger’s
every level of the organisation. and more.
We aim to have customers
involved in at least 80% of Due to the pandemic, EBE
all recruitment across Look training was put on hold as
Ahead, all the way from a new services were focused on
support worker up to senior frontline work. However, in
management. the first few months of 2021,
we delivered EBE courses
We believe customers to 77 people. This year we
bring a unique and valuable developed a brand new course
perspective to recruitment. giving an insight into the lives
Customers might show of those with experiences of
prospective staff around a hearing voices. In addition,
service, organise activities, we added seven new trainers
or sit on an interview panel for courses on substance
– and much more. misuse, personality disorder,
mental health, LGBTQ+, and
domestic abuse.
LOOK AHEAD ANNUAL REVIEW 2021 15Tenant/Landlord Customer survey “It gives you a voice,
relationship
We value the input of our
and although it’s
We continued our work with customers and this year we not a forum to raise
the Tenant and Landlord surveyed nearly 1000 of them your specific issues,
Panel (TALP), which involved to hear what they had to say.
21 customers across three We learned that
it allows you to
meetings during the year. understand those
These sessions allow 88% of customers surveyed issues and look at
customers to ask questions felt very satisfied or fairly all of the layers
and have a say in the way satisfied by the choice and
Look Ahead works. control they received from behind it.
their support
Based on customer feedback Because of mine
and our customer strategy, 80% of customers surveyed
we developed an online felt very satisfied or and other TALP
Tenant Handbook, with fairly satisfied that they members’ feedback,
sections covering a range of had opportunities to get rent statements
topics, including maintenance, involved at the service
safety, paying rent online, rights
were updated to be
and responsibilities, how to get 89% of customers surveyed easier to understand.
involved, our performance felt very satisfied or I shared my thoughts
and more. fairly satisfied with the and ideas at TALP
communication from Look
To ensure that all the Ahead during the pandemic and they listened and
information is easy to access, they got it. We made
Look Ahead has launched 90% of customers a change.”
new accessibility tools surveyed felt very satisfied
for our website, including or satisfied that Look Raf, a customer from a
Browsealoud to assist users of Ahead treated them fairly homelessness hotel who has
the tenancy handbook, or those regardless of age, gender, been engaged with TALP
making general enquiries. sexuality, race, ethnicity ,
disability or religion
We are always looking for
ways to improve and we will
be sharing the results of the
survey with customers in a
special Annual Report edition
of the customer newsletter,
Heads Up.
16 LOOK AHEAD ANNUAL REVIEW 2021Nural’s story
Nural, 39, lives at one of Through a range of techniques,
our East London Learning her support team has helped
Disabilities services. Before her to adjust. Working with
coming to our service in a range of external partners,
2018 she had been in and including the community
out of hospital for 18 years. mental health team,
occupational therapy and
Nural has a range of dietician, Nural has lost weight
complex needs, including and is managing her diabetes.
learning disabilities, autism, She has regular contact with
schizoaffective disorder, her family, including monthly
emotionality unstable visits to relatives, and has
personality disorder and recently been on holiday.
challenging behaviour. She is
also diabetic, with weight and She has a walking frame with
mobility problems. a seat, which allows her to
rest, which has encouraged
When Nural arrived, staff her to go out more; she also
implemented a two-month enjoys regular outings in the
transition to help her adjust. community.
For the first few months of her
placement she seemed to want Most recently she has been
to return to hospital as this was involved with redecorating
all she really knew. her home. All of her quality of
life indicators have improved
in the service, which is her
longest placement outside
of a hospital.
LOOK AHEAD ANNUAL REVIEW 2021 17our
people
1352 group staff
333 flexible support workers
86 s tudying for an ILM
programme
23 f ully qualified and 7 part
qualified from an ILM
programme
171 training courses offered
453 people attended
induction sessions
50 internal promotions
75 %
staff engagement
18 LOOK AHEAD ANNUAL REVIEW 2021Look Ahead’s passionate Staff wellbeing our staff it was important that
and talented staff are our
greatest asset and no The last two years have been
we gave them the opportunity
to talk and for us to learn
“I think Look Ahead
more so than during the
past year.
the most challenging that our
sector has ever faced, and we
and understand. Our Chief
Executive, Chris Hampson,
is a naturally diverse
We have made good progress
believe our staff are true social
care heroes. To support staff,
spoke to staff to get views and
feedback about what more
environment, and I’ve
this year towards our strategic
goal around people. This
we’ve been focusing more
on their mental health and
we can do. Staff posted blogs
on their feelings and their
not worked in a place
involves developing an agile,
safe, diverse workforce and
wellbeing over the last year.
This has included access to
concerns, we held inclusion
forums to get feedback from
like that before.”
ensuring that we harness talent more counselling and support, those who wanted to represent
Jaz Owen, Trauma Informed Care Specialist Support Worker
from within. as well as fun wellbeing their views, and the LGBTQ+
and Lead for the LGBT+ Network
activities. For example, our network dedicated Pride month
Wellbeing Week in January to Black Lives Matter.
Pandemic management offered 21 activities and was
well attended by staff and
Our staff went to extraordinary customers. Making progress in
lengths to continue to provide reducing our pay gaps
our services during the
pandemic. We have closely Diversity and inclusion We are pleased that our gender
managed the pandemic pay gap remains incredibly low
through our internal working Our focus on Diversity and from 2.2% in 2018 to 0.8% in
group (called the ‘Silver Group’), Inclusion has continued this 2020, with the mean average
made up of senior staff who year and we’ve produced pay increasing very slightly
provided advice and guidance our third inclusion and to 3.3%. The housing sector
to Contract Managers on the diversity report detailing our national average gender pay
changes to Covid-19 rules/ commitment to this area. gap is 8.1% and therefore we
regulations, and around Our staff networks covering benchmark very positively
general management of race, gender, sexuality and against this. Our Diversity and
Covid-19 cases in services. disabilities have continued to Inclusion Report outlines more
influence our work in these information on this as well as
Services found innovative areas, and in a recent survey our CEO Multiplier score and
ways to keep customers 83% of staff felt that they are our cultural diversity pay gap.
engaged throughout the later treated fairly at work regardless
waves of the pandemic, which of age, gender, sexuality, race,
was challenging for everyone, ethnicity, religion or disability.
particularly in the winter
months. The importance of the Black
Lives Matter Campaign
during this year cannot be
underestimated. To support
LOOK AHEAD ANNUAL REVIEW 2021 19Award-winning people Moving Forward with our Over the past year, despite the
change programme pandemic, we’ve made good
We were delighted to be progress, introducing a number
awarded Bronze in the Move Forward, our internal of systems to enable us to
Inclusive Employers Standard change programme, is in its move forward.
for the second year running fourth year. The programme
after working closely with our is focused on ensuring the This includes an ‘On-track’
partners, Inclusive Employers. organisation is fit for the future system to record domestic
and that staff are equipped with violence (DV) into our DV
Our annual Women in the tools and skills they need services and Go-Audits, an
Leadership Award was this year to do the best job they can, as online auditing platform, which
awarded to Hannah Lawless, efficiently as they can, so that supports quality audits across
Contract Manager, and our they have more time to spend the organisation. We’ve also
Rising Star Award was given with customers. introduced back office HR
to two members of staff: Jaz systems to ensure less time is
Owen, Trauma Informed Care Behind the scenes, we’ve spent on recording holidays,
Specialist Support Worker, been putting in place the rota and admin-based service
and Giuseppe Di Martino, Area infrastructure to support a functions.
Service Manager. more streamlined way of
working with the new Digital Log my Care, an online support
Our staff often go beyond the Workplace, which includes tool, will be rolled out to our
call of duty and we continue the roll out of Office 365 Learning Disability services in
to recognise excellence at our and will be rolled out by Summer 2021.
quarterly staff awards in line November 2021. To support
with our organisational values this we’ve recruited and
of trust, partnership, excellence trained 35 Digital Champions
and aspiration. from across the business who
will act as design approvers,
training support and
communication leads.
20 LOOK AHEAD ANNUAL REVIEW 2021championing
internal progression
Look Ahead is committed “Our organisation has invested “I would encourage anyone
to promoting talent in my leadership skills with who is keen to find career
from within and this year training courses, including progression in this sector to
there were 50 internal Institute of Leadership and consider Look Ahead, as there
promotions. Ikenna (Ike) Management (ILM) courses is opportunity to progress
Anyanwu is one of those levels two and three, and I’m not just upwards, but across
who has seen his career currently studying level five different specialisms, which
take off with Look Ahead Operational Management and means you can experience
Leadership. These courses different challenges without
Ike started as a Support have been a game changer moving organisation.
Worker in 2014 at the Harrow for my progression within the
Mental Health service. Over organisation. “I love my job and I get so
the past seven years he has much satisfaction knowing that
moved up from Team Leader “I’m really enjoying my new I work hard, but what I do really
to Contract Manager to Project role and have been working can make a difference. I’ve
Manager for a Housing First to implement the new Heaney got tremendous support from
Project, which is a trailblazer Hub – single homelessness senior leadership to ensure my
for Look Ahead. This year Ike contract in the Royal Borough career progression remains a
has been promoted to Service of Kensington and Chelsea constant work in progress, so
Transformation Manager, (RBKC). It is a great service, I can achieve my ambition of
supporting the implementation supporting people who are a higher leadership role within
of new services. socially excluded with complex the organisation.”
needs. This new service
Ike says: “When I started out means that Look Ahead now
working in the support sector manages five different clusters
I was keen to progress, and I’m of services across the north of
pleased that since I came to the borough, and it has really
Look Ahead they have given strengthened our partnership
me the opportunity to do this with RBKC.
beyond my wildest imagination.
LOOK AHEAD ANNUAL REVIEW 2021 21our
homes
1306 properties owned
1221 properties managed on behalf of other
landlords where Look Ahead provide the
Care and Support.
3160 properties in total where Look Ahead
provides Services (remaining properties
managed by other landlords)
100 of Look Ahead properties had a Fire Risk
% Assessment (FRA) at year end 2020/21
100 of Look Ahead properties fully gas
% compliant at year end 2020/21
£4.4 Investment in major repairs and
m component replacement
22 LOOK AHEAD ANNUAL REVIEW 2021Look Ahead is a Housing Investment in
Association regulated by accommodation
the Regulator of Social
Housing (ROSH), and a Look Ahead recognises
care and support provider that there is a significant
with oversight from our demand for the new supply
local authority and health of accommodation across
partners. Twenty of our all of our customer groups.
services are also regulated Consequently, we are focused
by the Care Quality on the redevelopment and
Commission. refurbishment of our existing
properties to meet changing
Good quality accommodation customer needs and/or
is a key part of our offer and taking on new properties
vital to ensuring we enable our through purchase, lease, or
customers to reach greater new build development. We
levels of independence in currently have eight property
their lives. refurbishments in the pipeline
for 2021/22.
Many of our services are
delivered in Look Ahead
owned properties. We are Asset management
committed to the ongoing and investment
maintenance of our existing
properties, as well as investing To ensure we deliver our
in them to ensure they are fit strategic objectives around
for purpose for customers and our property, Look Ahead
commissioning partners. has an Asset Management
Strategy, which sets out
processes and rules for
investing in our stock and
meeting the needs of current
and future tenants/customers.
LOOK AHEAD ANNUAL REVIEW 2021 23Approach to compliance In addition to complying with The improvements to our
legislation, we are striving system will enable better
Look Ahead is focused on to work with our customers integration between Look
ensuring that we meet all and staff to maintain the Ahead and contractors’
current and emerging building highest levels of safety. This systems using Application
regulations, and that we are includes developing better Programme Interface
fully compliant with the latest ways of working and looking (API) technology. This will
fire safety regulations and at preventative strategies that enable better planning and
environmental requirements go beyond the legislation and communication regarding
set our under the Zero Carbon are geared to the different customer appointments,
agenda. complex needs of our alongside a range of other
customers. We are also looking improvements.
Look Ahead has a central at ways to future proof our
Landlord Compliance buildings in terms of safety We are also currently in the
department that is fully features. Where Look Ahead process of implementing
focused on ensuring that we is not the landlord, we take ‘True Compliance’. This new
meet legislation across the a challenging approach to system will allow us to improve
key compliance areas of: ensuring the buildings are safe tracking of ongoing works as
for our customers and staff, and well as communications across
Fire Safety raise issues where attention is Look Ahead and with our
Gas Safety needed. customers.
Water Safety
Electrical Safety
Lift Safety Investing in technology
Asbestos
We recognise that investment
Our compliance works in our IT infrastructure and
continued throughout the software is vital to improving
lockdown, but were conducted our housing offer to customers.
in a Covid-19 secure way, as we Our CX Housing Management
deemed this work essential for System, introduced in 2017, is
the safety of our customers. being developed in preparation
for our new maintenance
contracts with suppliers,
which are planned to go live
in October 2021.
24 LOOK AHEAD ANNUAL REVIEW 2021Dene’s* story
“I moved into St Margaret’s by myself and there was a “The staff accept me for who
House in June 2020 lot for me to take in. Whilst I I am and have always fought for
following a family had developed life skills like me. A year ago, I was banned
breakdown. cooking and cleaning on my from college, but the staff
own when living at home, I had did everything they could to
“I would often clash with my never considered things like explain my circumstances and
parents over my identity. paying bills or getting universal help me back in. Now, I have
I identify as LGBTQ+, and credit. The staff here talked me completed my Level 3 BTEC in
my parents struggled to through everything clearly, so performance arts and will now
understand or accept who I never felt overwhelmed. be studying this at university
I was. This created a lot of later this year.
conflict, and that invalidation “The staff never made me
from them led to me struggling feel like I was ever ‘too much’. “I’m pleased to say that my
with my own mental health. I have quite a lot of mental relationship with my family
health diagnoses from my has improved too. They have
“There were a few occasions experiences growing up and visited me at the service and
where I had to be hospitalised I had often been made to feel have been happy to see my
because of self-harm. This was like a burden or a ‘freak’ in the progress.
also difficult for my parents to past. This has never been the
cope with and I felt I needed case at Look Ahead. They help “I am so thankful for the support
some of my own space to grow me with my emotional support, Look Ahead have given me.
and become my own person. and they always notice when Their efforts have empowered
I’m not doing well. They know me to build my independence
“I registered as homeless, what my coping mechanisms and follow my passion.”
and the crisis support team are and take the time to talk
helped me find Look Ahead. to me when I need it. I really *Name changed to protect identity.
The staff at the service were appreciate being treated like
immediately welcoming and an individual.
friendly. I had never lived
LOOK AHEAD ANNUAL REVIEW 2021 25our
At Look Ahead we know
that building strong
partnerships with local
authorities, NHS trusts,
partnerships
businesses and other
organisations is key to our
success. As an organisation
with a social purpose, we
work with funders who
align with our values and
want to give something
back to the people and
communities in which
we operate.
Working with the
property sector
LandAid, a grant-giving
property industry charity that
works to improve the lives of
young people experiencing
homelessness in the UK, has
offered significant support to
our young people’s services.
LandAid’s mission is to end
youth homelessness and
several of our services have
benefitted from their funding
and expertise.
Last year, LandAid secured
funding of £120,000 through
SEGRO, a property investment
and development company.
This funding has gone towards
the refurbishment of St Kilda’s,
our young people service in
Ealing.
26 LOOK AHEAD ANNUAL REVIEW 2021Through our partnership with Developing creative Through a series of workshops
LandAid, Look Ahead was partnerships and virtual events, the
one of the nine organisations programme aims to enhance
featured in the 2020 Story of Many of our services use the wellbeing of participants,
Christmas Appeal. The Story creative therapies to enhance and equip customers and staff
of Christmas is an annual their customer offer. From with the confidence to take
Christmas charity event, which dance workshops at our Amy their next musical steps beyond
is supported by the property Garvey learning disability OrchLab.
and construction industries. service, to arts masterclasses
The virtual event in December at our Felstead Street mental Talia Lash, Education and
2020, featuring celebrities health service, we are always Community Manager at
including Ian Hislop and Dame looking for local partnerships the London Philharmonic
Judi Dench, raised more than to benefit our customers. Orchestra, said: “We are really
£417,000. We were delighted excited to be working with
to receive £45,000 of this to This year we were delighted Look Ahead on our OrchLab
renovate and extend St Kilda’s. to have been selected as one programme. As an orchestra
of two community partners to we know how powerful
LandAid has also secured a take part in OrchLab, a creative music can be as a tool for self
second partner, Property Race music programme funded expression, connection and
Day, to help us refurbish a by the London Philharmonic wellbeing.”
second young people’s service Orchestra with Drake Music,
in Ealing through a significant leaders in music, disability Rob Van Wissen, Contract
donation, and is working with and technology. Manager at Flying Angel,
us to help secure employment said: “Customers have really
support for young people. The partnership aims to share enjoyed the experience of
the music of the orchestra working with the orchestra,
with disabled adults through which has been particularly
a combination of workshops valuable this year when many
using accessible instruments, other services have been shut
online activities, training and due to the pandemic.”
events.
The programme is run at
Look Ahead’s Flying Angel
Newham-based service, which
is home to customers with
learning disabilities and mental
health needs.
LOOK AHEAD ANNUAL REVIEW 2021 27fundraising and
partnerships
Improving lives We also provided a range of Demonstrating value
through donations support for services to hold for money
events in celebration of Eid.
This year we were acutely In February 2021, we launched
aware that many of the We are thankful for the our new report into the financial
community facilities our generous donations we case for integrated mental
customers rely on were closed received from individuals, health and supported housing
due to the pandemic, so we partners and corporates pathways. Authored by Europe
have done all we can to fill throughout this year. Economics, the report found
the gap. that nearly £1 billion could be
saved by the NHS and social
In November 2020 we Influencing the sector care if the integrated models
launched the Secret Santa of care that Look Ahead run
campaign to raise funds Look Ahead plays an active in mental health and housing
and spread festive cheer to role in a range of umbrella were adopted at scale. The
the people we support. We organisations across our virtual report launch was
were delighted to receive specialisms, including the attended by more than 150
more than £11,000 at the National Care Forum, Learning people and featured senior
end of the campaign. Every Disability England, the National panellists, including Health
pound received was used Housing Federation and and Social Care Committee
for food, gifts and festivities Homeless Link. Chris Hampson, member, Paul Bristow MP, and
for individuals, families and our CEO, is an active member Baroness Claire Tyler, Liberal
children across our services. of the Board of the NHS Democrat spokesperson for
Confederation Mental Health mental health.
A total of 167 children received Network. We also regularly
gifts from Look Ahead and contribute to government
108 families staying at a consultations and research.
Look Ahead service received
Chelsea and England footballer, Reece James,
helping deliver food to our homelessness
vouchers.
accommodation in Westminster on Christmas Eve
28 LOOK AHEAD ANNUAL REVIEW 2021our governance
and board
Senior Leadership Team Board of Management Kevin Chiweta Obi Stephen Firn Richard Jones
Chairman/Founder of a Non-Executive Director Chair Shared Lives Plus
Chris Hampson, Julie Jones Charity – NIDSG /Deputy Chair Chair Syncora (Part of the
Chief Executive Look Ahead Chair Director of Synergy Inc Limited Surrey and Borders Partnership Calico Group)
(retired 21 July 2021) NHS Foundation Trust Trustee Action on Hearing Loss
Julie Blair, Trustee Sir Simon Milton Tom Dacey Independent Non-Executive Special Advisor LSE
Executive Director of Foundation Chair of Blythson Limited Director, Cygnet Health Care – Supporting Adult Social Care
Corporate Services Associate ADASS – Look Ahead subsidiary Innovation
Chair of Kingswood Care Kevin Gould NHS Leadership Academy
Alex Seery, Baroness Mary Watkins Services Limited – Look Ahead Chair of Audit and Risk – Cohort Director
Managing Director of Care of Tavistock subsidiary Committee
and Support Look Ahead Chair Chair of MP Living Non-Executive Director of Sharon Slotnick
(from 21 July 2021) Queen Victoria Hospital NHS Chair of Remuneration
Guy Robinson, Member of the House of Lords Chris Dobson Foundation Trust, and Chair Committee
Executive Director of Housing Chair, Mental Health Nursing (retired September 2020) of Audit Committee and a Board member of Look Ahead
and Asset Management Review, Higher Education Partner, EY LLP member of their Finance and subsidiaries, Kingswood Care
England NHS Performance Committee Services Ltd and Blythson
Rosa Napolitano Member of Quality Committee Sean Duggan Independent Non-Executive Limited
Executive Director of Business – Outcomes First Group (retired September 2020) Director of Grand Union Case Manager, Ministry of
Development and Innovation President – Florence Chief Executive of the Mental Housing Group, and a member Justice
Nightingale Foundation Health Network for the NHS of Audit and Risk Committee Visitor, Office of the Public
Samantha Stewart Deputy Chair – War Widows Confederation. Independent member of Guardian
Executive Director of Finance Association the Board of Governors of
Patron – Datum Foundation Ellie Edwards-Scott Staffordshire University,
Chair of Look Ahead Tenant and Chair of Audit and Risk
Graham Buckland and Landlord Panel Committee
(retired July 2021)
Chair of Investment and Jane Hives
Treasury Committee (retired September 2020)
Independent Chair of Voluntary Treasurer,
‘Granary Trust’ The Pixel Fund
Non-Executive Director
Allied Irish Bank
LOOK AHEAD ANNUAL REVIEW 2021 29closing remarks
from our chair
“I wish my
successor
I hope you have enjoyed
reading our annual review
Clinical Commissioning
Groups (CCG’s), we were able and all my
this year. We have faced
an unusual combination
to innovate and manage our
risks. Our finances are strong colleagues
at Look
of opportunities and and we have invested in new
challenges and for some it businesses to strengthen our
long term position and build
Ahead
has been a very sad year.
new partnerships.
Look Ahead has been able to
grow and develop services,
whilst ensuring that the risks
This is my last year as Chair
of Look Ahead’s Board. It
a very
posed to our customers
and staff from the Covid-19
has been a pleasure and a
privilege. I would like to thank
happy and
pandemic have been well
managed. I am extremely
my fellow board members,
our CEO and his senior teams
successful
grateful to all of our staff for
the resilience and commitment
for their excellent leadership
during this pandemic year.
future.”
they have shown in such Our frontline staff and those
difficult circumstances. working in back office support
roles have given outstanding
We have a long, proud service to Look Ahead and
history, and during my nine our customers.
years on the Board we have
taken on new challenges and JULIE JONES CBE
expanded across London Chair
and the South East. Working
with four customer groups
and with 39 different local
authorities, NHS trusts and
30 LOOK AHEAD ANNUAL REVIEW 2021thank you
Thank you to our donors Fareshare Improvement District Bid
and partners for their Felix Project Mr Lee’s Noodles
support this year: Fourth Wave Paragon Building Consultancy
Gilmartins Limited
Greater London Authority Pathway Pecan Food Bank
Accumulate Herrco Cosmetics Plan Zheros
ACIES Group Inclusive employers Pret a Manger
Adventure in Architecture JAGS Foundation Property Race Day
Assent Building Control Ltd LandAid Reward Gateway
BDO Langar Aid House Saint Matthew’s Parish Croydon
BDS Healthcare and Leonard Cheshire Savills
Technology London Philharmonic Orchestra SEGRO
Better Bankside London Homelessness St George’s Waddon
Champman bdsp Collective Stace LLP
Chatter Lush Tesco
City Harvest Maidenhead Aquatics The Story of Christmas
Coal Yard Restaurant Mayor of London’s Rough Tourvest Retail Services
Cohersion Sleeping Campaign Tower Hamlets Community
Computers 4 Charity MedSupplyDrive Fund
Co-op Ministry of Housing, Tulchan Group
Crisis Communities and Local United St Saviour’s Charity
Croydon CVA Government (MHCLG) Vigilant
Croydon Mosque Ministry of Justice (MoJ) Westminster Hidden Network
Cruush MNM Yum Yum
Deliveroo Morgan Sindall Construction Zurich Insurance
Devonshires Muslim Youth Organisation Zurich Municipal
Doughty Street Foodbank Nandos
Employee Volunteering NCL Technology Ventures
Evening Standard New Line Essex
Homelessness Fund North Bank BusinessIn line
line with
withour
ourcore
corevalues – excellence,
values aspiration,
– excellence, partnership
aspiration, and trust –and
partnership we align
trust –
ourselves
we align with other organisations
ourselves that help us to achieve
with other organisations ourus
that help vision.
to achieve our vision.
accreditations
awards
2020
HOUSING
HEROES
AWARDS
WINNER
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Head Office, Kings Buildings, 16 Smith Square, London SW1P 3HQ Tel: 0207 368 4600 Email: info@lookahead.org.uk
Look Ahead Care and Support Ltd, a charitable housing association registered under the Co-operative and Community Benefit
Societies Act 2014: No. 21004. Registered with the Regulator of Social Housing No. LH0013
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