Welcome
This edition of ‘Here at Horton’ contains our annual report.
Once a year, we will publish this report to share with you how we are doing as an organisation. We hope that this will give you a clearer picture of Horton Housing.
In this edition you will find our latest news and activities, information about this year’s Tenant Satisfaction Measures survey, a tasty French bread pizza recipe from our Fairmount scheme, and the latest volunteering opportunities at Horton.
We hope you enjoy reading this edition of your newsletter.
Subscribe to our mailing list to receive the newsletter and latest Horton news in your inbox. Visit: https://bit.ly/HHA_news or scan this QR code.
Contents
Horton Housing’s anniversary celebrations
Tenant Satisfaction Measures Survey 2025
Decent Homes Standard and annual reports
Awaab’s Law: What it means for you and your home
How to make: French Bread Pizza
Latest volunteering opportunities at Horton
Our commitment to Equality, Diversity and Inclusion
Your news
Sun, sand and sightseeing in Scarborough
Our Spring Street service and the Substance Tenancy and Resettlement Service (STARS) in Kirklees went on a trip together to Scarbough in July. Some of the group explored the castle, while others enjoyed the sand. We also visited the shops and the harbour and had a traditional fish and chip lunch. We had to dodge the seagulls as they were swooping to share our food! Everyone had a great day, and we are already talking about doing it again next year.
Day out at Bolton Abbey
Our Managed Migration Services based in Bradford had a great day trip to Bolton Abbey in July. The children enjoyed feeding the ducks on the riverbank, where we also had our picnic lunches. Some of the group took on the challenge of the stepping stones and managed to get across several times without one slip into the water! While the rest of us strayed further from the river towards the trails and meadows to enjoy more wildlife at this beautiful spot. The trip was fun and relaxing, and everyone would be happy to come again.
Sunshine, sandwiches and shenanigans
Horton Wellbeing Café made the most of the glorious hot, sunny weather in August with a gathering at a local park. The Selby café group brought the energy and the Sherburn café group brought the charm.
The park was buzzing with laughter, lawn games, and the occasional competitive streak during games of ring toss. The picnic was a triumph with everyone tucking into the delicious food on offer and then treating themselves to ice cream.
The day reminded us of something truly important: connection and the joy of spending time with others in our local community.
Trip to Cliffe Castle
HACS 4 All went on a trip to Cliffe Castle in Keighley in May. We visited the museum and had lunch in the Aviary, where birds and rabbits are housed. Everyone gained knowledge about Keighley’s history and had an enjoyable day!
Gardens spring to life
The outside spaces of many of our services sprung to life as people enjoyed the chance to do some gardening over the summer. A few services planted and grew vegetables to use in future Cook and Eat sessions. One of our Group Living Services made a small fence and planters out of some donated wooden pallets. New flowers and plants brought cheer and colour to the outside spaces.
MP visits Keighley services
Click this link to read the article on the news section of our website.
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Over to you!
Harrogate Stay Well’s photography group was set a challenge to take 10 photos in 10 minutes. They then chose their best three photos, edited them and wrote about what they liked about them. Check out group participant, Gary’s photos and his comments here.
Photo: ‘Parking Dream’
“This photo is inviting for people and cars to enter. I added a darker effect, so I could see the colours from the brickwork.”
Photo: ‘Jigsaw Pieces’
“I took this picture because it was fascinating about the different sizes of pieces of stone that formed a wall. I put a dark frame around the picture to make it more interesting.”
Photo: ‘Mowbray Delight’
“This is a happy photo showing signs of wildlife, as there is a bush behind the sign. I added an effect of sharpness so you could see the detail and colours of the bush come through in the picture.”
A group from NewStart Bradford explored their emotions in a recent art therapy session and created these wonderful pieces of abstract art.
These beautiful pieces of art by Horton Wellbeing Café attendees Maz (artwork pictured) and Paula (pictured with her artwork) were created using wall filler on canvas and paint.
Helen has embraced a healthier lifestyle which has led her to lose over eight stone in weight in just over two years.
Helen said: “I decided to change my lifestyle by embracing a healthier eating plan. I also go swimming nearly every day; I used to swim competitively at school. I now enjoy getting up early in the morning to use the swimming pool at the local leisure centre.
“I love shopping for clothes and have been donating the clothes that no longer fit me to the local charity shops.
“I would like to say a big thank you to the team at Kirklees IHM, my support workers at St. Anne’s Community Services and my local Slimming World group for supporting me in the last couple of years. I am proud of my progress and what I have achieved by embracing a healthier lifestyle.”
Fairmount / Fair E Nuff
About Fairmount Lodge
Well, what can I say?
They are the best team
To repair those who stray.
There is Katie the gaffer
With Shahid on the crew
Emma and Ginge on the team too
Don’t forget Carole, Oh s***
My boy Craig, they are true staples.
They have been around
From back in the days
When the scheme start, yah
I’m talking about when it
Was run by Renata.
By David at Fairmount
Do you enjoy doing something creative, such as producing art, making crafts or writing poetry? Do you have a hobby or interest?
Have you reached any achievements or goals that you would like to share here?
Contact communications@hortonhousing.co.uk or talk to your support worker to see your work in a future edition of this newsletter.
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Your stories
Imad’s story
Imad’s story is on our website – click here to read.
Peter’s story
Peter’s story is on our website – click here to read.
Horton Housing’s anniversary celebrations
It is a special year for the Horton Housing Group as we are celebrating two anniversaries in 2025.
We are celebrating Horton Housing Association’s 40th anniversary. Horton Housing Association was registered in 1985, with the aim of providing housing to people experiencing homelessness. Today, we provide housing, training and support to thousands of people in Bradford, Kirklees, Calderdale and North Yorkshire, and employ around 350 colleagues.
We are officially launching 12 months of celebrations for Horton’s 40th anniversary in September. We will also be reaching out to hear your thoughts on the types of activities you’d like to get involved in, and hope to see many of you join in the celebrations over the next year with events and activities at your services.
Chartford Housing Limited (CHL), is the development arm of the Horton Housing Group. CHL is celebrating its 10th anniversary this year. CHL was created by the Horton Housing Group in 2015 and became a ‘Registered Provider’ with the Regulator of Social Housing. As a Registered Provider, CHL can access funding such as grants from Homes England’s Affordable Homes Programme to create new homes. CHL currently acts as landlord to over 600 supported homes across West and North Yorkshire. A summary of our latest CHL properties in 2024-25 can be found in this newsletter on page 14 and 15.
Tenant Satisfaction Measures Survey 2025
Do you live in one of our Charford Housing homes?
Have your say by taking part in our Tenant Satisfaction Measures (TSM) Survey.
We will be running our Tenant Satisfaction Measures Survey in October 2025.
This is your chance to let us know what we are good at and the areas we need to improve on as your landlord.
The TSM survey is a tenant-only survey which collects the TSMs required for the Housing Regulator. It makes landlord performance more visible to tenants and helps tenants to hold their landlords to account.
The survey is confidential; your answers will not identify you.
You can complete the survey with an independent person of your choice e.g. advocate, relative, friend or another agency worker.
Visit the link below or scan the QR code to complete the survey.
https://www.surveymonkey.com/r/TenSat2025
A paper copy of the survey is also available. Please ask your support worker if you would like a copy to fill out.
The TSM survey runs every two years. The first survey took place in November 2023.
In the tenant-only TSM survey report 2023:
95% of tenants were overall satisfied with the service provided by Horton Housing.
In 2024, we ran a separate Satisfaction Survey for both tenants and the people we support. This survey found that:
96% of the people were overall satisfied with the service provided by Horton Housing.
The TSM 2023 report and actions and the Satisfaction Survey 2024 results and feedback are available to view on the documents section of our website: https://hortonhousing.co.uk/about-us/documents/
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Decent Homes Standard
Making sure your home is up to standard
The Government introduced the Decent Homes standards for social housing providers over twenty years ago. To achieve the Standard, a property must:
- Meet all the current minimum legal standards for housingBe in a reasonable state of repair
- Have reasonably modern services and facilities (e.g. kitchen and bathroom)
- Have efficient heating and effective insulation.
We regularly inspect our properties to ensure that they continue to meet the Decent Homes Standard and that they are free from serious hazards such as damp and mould. We also carry out any necessary repairs and improvements such as renewing kitchens and bathrooms.
We lease a number of properties from private landlords and aim to ensure these properties also meet the Decent Homes Standard.
In our last update in the 2024 Annual Report edition of Here at Horton, we reported that all our homes met the Standard, and we are pleased that this continues to be the case. The table below shows our performance from 1 April 2024 to the end of March 2025.
We will report every year in this newsletter about our progress in meeting the Decent Homes Standard.
| Performance | Our target to meet Decent Homes Standard | Where we are now | Number of properties not meeting DHS | |
| (1 April 2024 to 31 March 2025) | 100% | 100% | 0 |
New accommodation and refurbishments: 2024 to 2025
Since April 2024, Chartford Housing Limited, the development arm of Horton Housing Association, has purchased and carried out repairs and improvements on 17 houses in Bradford. These properties were bought for the Bradford Single Homeless Accommodation Programme (SHAP) for people who have experienced homelessness or rough sleeping. As a Registered Provider, Chartford was able to access funding from Homes England under the Affordable Homes Programme 2021-26.
In addition, Horton Housing Association bought a block of 10 flats in Keighley for the Group Living Service. The building had recently been refurbished by a private developer and provides good quality accommodation in fully self-contained one-bedroom apartments.
Examples of the properties bought by Chartford Housing over the last year include:
- A two-bedroom terraced house. We carried out various repairs and improvements, including the installation of a new kitchen and cavity wall insulation. We also fitted solar panels to the roof to help reduce electricity bills.
- A one-bedroom terraced house. We fitted a new kitchen, new carpets and floor coverings and carried out a full internal redecoration. We also fitted solar panels to the roof.
- A two-bedroom bungalow. We carried out various improvements including: the installation of a ramp to improve access for a wheelchair user and we fitted solar panels to the roof.
As part of health and safety compliance, we installed hard-wired smoke, heat and carbon monoxide detectors at all the new properties. We also carried out asbestos surveys, gas and electrical checks and fire and legionella risk assessments.
Our value for money initiatives
We are always looking for ways to make our money go further. In 2024 to 2025, we:
- Continued to increase the fuel efficiency of our new developments by installing better insulation, LED lighting and solar panels.
- Successfully bid for funding from the Social Housing Decarbonisation Fund (now called the “Warm Homes: Social Housing Fund”) Wave 3 which will start in 2025/26. During 2024/25 we received grant support from Wave 2 to improve the energy efficiency rating of our properties through improved insulation, solar panels and other measures. This grant support has amounted to some £86k in the year, on total spend of £321k, and improved the energy efficiency of some 21 properties. This work, and related grant funding, will continue in 2025/26.
- Outsourced our main ICT systems and servers, which are now mostly hosted by third parties. This has improved operational efficiency, reliability and security whilst making ongoing cost savings.
- Renewed our phone and internet services at many of our sites. This has decreased our costs. This programme of renewal will continue over the coming years.
- Re-provided our printers and photocopiers across the company, leading to improved operational stability and more security.
- Renewed our mobile phone provision, leading to cost savings.
- Sourced additional support for our Asset Management Team to deliver refurbishment work and energy improvement work from our partner organisation, Unity Housing. This has led to more flexibility in support available and cost savings compared with external recruitment.
- Appointed two recruitment agencies as preferred suppliers, with preferential rates, leading to cost savings.
- Replaced our recruitment system in the year, with improved service delivery.
- Recruited both apprentices and volunteers to support service delivery. This is cost-effective, whilst supporting individuals to gain valuable work experience and/or training.
- Retendered electric supplies at over 100 sites following the expiry of a long-term fixed rate supply contract. Costs increased by nearly 50%, but still represented a saving on open market rates at the time. We also retendered 9 other electric and gas contracts that were on shorter-term contracts and got around a 20% saving on those rates.
Value for money results
We want to make sure that the services and accommodation we provide deliver value for money.
Every year we measure our value for money against benchmarks set by the Social Housing Regulator and benchmarks we set ourselves. The results for 2025 can be found in the documents section on our website: https://hortonhousing.co.uk/about-us/documents/
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Our rents and service charges
Our rents and service charges are set annually and change on the first Monday of April each year. We follow the guidance of the Regulator of Social Housing when we set our rents and consider the rise (or very rarely fall) in the Consumer Prices Index each year. We notify all our tenants of the new rent and service charges four weeks before they are due to change.
For the year starting on 7 April 2025, the rent increase has been set at 2.7% in accordance with regulation.
If you have a tenancy with us, your rent also includes a service charge element that is not restricted to a 2.7% increase. We reviewed how our service charges were made up, in preparation for the April 2025 increases. This review has resulted in a number of adjustments to service charge levels at different properties, especially reflecting increases in living wage and Employer National Insurance costs. These have led to slightly different increases in service charges at individual properties being applied this April, but we have made every effort to keep these at or around 2 to 5% where possible.
If you live in one of our properties, your tenancy is referred to as ‘supported accommodation’. As the name suggest, this means you receive support to help you manage your home. This includes the provision of furniture while you rent, support from colleagues, additional security at some properties, a responsive repairs service, etc.
This is why rents and service charges in supported accommodation are higher than a home that you would rent without these services.
Rent collection – 99% our target
Overall annual – 102%
Tenants in arrears by eight weeks or more – 6% our target
Overall annual – 9%
Being ‘in arrears’ means owing rent. We aim to keep within our target of 6% of tenants in rent arrears by eight weeks or more.
The overall annual figure is higher than normal as we had not received all the increases in rent at the start of the 2024-25 reporting period. Over the year, most rents were agreed and paid in full. This resulted in the percentage generally lowering over the year. We are now on target in quarter four of the 2024-25 reporting period, with 5% of tenants in arrears by eight weeks or more.
Maintenance and Repairs
In the 12 months from April 2024 to end of March 2025 we spent £1,516k on repairs against a budget of £1,124k. In 2023-24 we spent £1,404k.
The spend in 2024-25 included £321k on energy efficiency improvement works, which included c.50% grant funding from central government.
We also completed significant repair and grounds maintenance works on our four Traveller sites in North Yorkshire, a majority of which is funded through North Yorkshire Council.
We completed a total of 7,603 repairs between 1 April 2024 and 31 March 2025.
Our day-to-day repairs response times are categorised in the following way:
Emergency: Within 24 hours – we completed 98% of all emergency repairs within 24 hours.
Urgent: Within 3 days – we completed 98% of all urgent repairs within 3 days.
Routine: Within 28 days – we completed 93% of routine repairs within 28 days.
Other: Where a specific date or special arrangements may need to be arranged for example where a void property requires urgent or priority repairs for re-let.
Repairs completed in target time in the last 12 months
Emergency – 98% completed within target time
97% our target
Urgent – 98% completed within target time
90% our target
Routine – 93% completed within target time
90% our target
Satisfaction of repair received – 93%
92% our target
Properties with a valid gas safety certificate – Overall annual 100%
100% our target
Annual review of complaints and compliments
Complaints
We received a total of 34 complaints over the reporting period of 2024-2025.
Complaints were varied and included: the attitude or approach of our colleagues, quality of support, and repairs and maintenance.
31 of the 34 (91%) of complaints were responded to within timescale:
- 1 complaint was late in response due to a clerical error on our part
- 1 complaint was delayed due to non-engagement of the complainant which delayed the investigation
- 1 complaint was emailed directly to a colleague who was on holiday at the time, therefore this delayed the complaint being picked up.
17 (50%) of the 34 complaints were from tenants living in CHL homes and 17 (50%) were non-accommodation related.
Compliments
We received 432 compliments which included quality of service, support, accommodation, and satisfaction with repairs.
For more details, the Annual Complaints Evaluation of Performance and Service Improvement Report is available in the documents section of our website:https://hortonhousing.co.uk/about-us/documents/
How to make a complaint
If you have a complaint, let us know. We welcome complaints as they help us to improve our services and sort out problems. More information on making a complaint can be found on our website here: https://hortonhousing.co.uk/contact/making-a-complaint/
Safeguarding annual report
At Horton, one of our most important jobs is to keep people safe from harm, abuse or neglect. This is called ‘safeguarding’.
We follow special policies and guidelines to help keep you safe.
We also provide information to you. This explains the different kinds of abuse and how to raise a concern about the safety of yourself or another person.
At Horton, we have a Specialist Safeguarding Lead for Adults and a Specialist Safeguarding Lead for Children and Young People.
When a safeguarding concern is identified, we complete a safeguarding report. We share this with the relevant Safeguarding Lead so that this is recorded, monitored and followed up.
Most concerns were resolved quickly with support from colleagues.
Where concerns could not be resolved by us, we referred these to other agencies such as social services, police and/or mental health services. Where possible, the referral was discussed with the person or the family before it was made.
Keeping safe
For information on keeping safe and the support available if you are experiencing abuse, visit our website: https://hortonhousing.co.uk/keep-safe/
Anti-social behaviour annual report
Horton understands that Anti-Social Behaviour (ASB) can have a serious impact on our tenants’ quality of life.
All incidents of ASB are taken seriously and we take prompt and positive action in tackling incidents of crime and serious ASB in or around our accommodation and/or grounds or properties.
Complaints about ASB are monitored and recorded separately to general complaints.
During 2024 to 2025, we received a total of 20 ASB complaints.
We agreed with 19. We did not agree with one as this was a complaint relating to a person’s lifestyle and was not related to ASB.
Two complaints were not fully resolved. However, all concerns were addressed and there have not been any further concerns raised.
Most complaints were resolved immediately or within a short timeframe between the quarters in the annual reporting period and were relatively minor. For example, loud music or neighbours shouting/arguing.
We received one complaint relating to hate crime and one complaint related to a serious assault. The person was taken into custody and the tenancy was ended.
We did not receive any complaints to suggest that anyone had experienced domestic abuse.
We worked with partner agencies including local authorities and the police on concerns which were more challenging to resolve to achieve satisfactory resolutions.
Any ASB incidents that were not fully resolved within the quarter reporting period were carried over into the following quarter for ongoing actions and monitoring. This was to make sure that the issues were satisfactorily resolved before the cases were closed.
Reporting ASB
Please report any ASB incidents to us as soon as possible. For more information on how to report ASB incidents to us visit: https://hortonhousing.co.uk/reporting-anti-social-behaviour/
Involvement and engagement
Horton Housing Group signed up to be official adopters of the National Housing Federation’s Together with Tenants Charter in December 2020.
This means we want to make sure that:
- You are safe and listened to.
- You can help shape our services if you want to.
- The homes we provide are good quality.
- When things go wrong, it is easy for you to tell us or make a complaint and we will sort it out quickly.
Our commitment applies to everyone, regardless of whether you live in our accommodation or are accessing any other Horton service.
Hi, I’m Claire, and I run the Scrutiny Group at Horton. I’m an independent mentor, which means I don’t work for Horton. That helps people feel comfortable speaking honestly and openly in our sessions.
The Scrutiny Group is a space where you can have your say about how Horton works. You can share your ideas, give feedback, and suggest ways to make things better. We meet once a month to talk about different topics. Horton pays for your travel, and there’s always a good lunch! It’s a great way to get involved and meet new people.
Scrutiny Group
Here’s a quick look at what we’ve talked about recently:
- Environment, Social, and Governance (ESG) Strategy
This might sound a bit formal, but it’s about how Horton cares for the environment, supports people, and treats colleagues. The group said it’s important to have green spaces like gardens or parks, to focus more on people’s health, and to improve training around equality, diversity, and inclusion. - Consistency in Services
We looked at how Horton can make sure all its services are consistently good. The group agreed that every service should be caring, safe, and timely—but some things, like activities and shared spaces, can vary depending on the place. - The Handbook
At our last meeting, we reviewed the handbook people receive when they first start with Horton. The group shared ideas for making it clearer and more useful, including using more technology.
Every Scrutiny Group meeting ends with a set of recommendations, which Horton managers follow up on and report back about. You can ask your support worker to see the reports if you’re interested.
The Scrutiny Group is helping to shape real change at Horton—and we’d love for you to join us! We’re a friendly bunch, and we make sure everyone feels heard and supported. Ask your support worker about the next meeting.
Upcoming meetings
Scrutiny Group
- Bradford – 23 September, 12pm to 3pm
- Halifax – 23 October, 1pm to 2pm
- Bradford – 25 November, 12pm to 3pm
- Kirklees – 16 December, 12pm to 3:30pm
Recruitment Working Group
1 October, 12pm to 3pm – location to be confirmed.
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Awaab’s Law: What it means for you and your home
New legal protection from October 2025
From 27 October 2025, a new law called Awaab’s Law will come into effect. It’s designed to make sure all social housing tenants live in safe, healthy homes – free from damp, mould, and other serious hazards.
Why was Awaab’s Law introduced?
Awaab’s Law is named after Awaab Ishak, a two-year-old boy who sadly died in 2020 due to prolonged exposure to mould in his home. His story led to a national call for change – and now, the law makes sure that landlords act quickly when problems like damp and mould are reported.
What we’re doing to get ready
We’re already taking action to meet and go beyond these requirements:
- We’ve updated our policies and procedures with expert legal advice
- We’ve created new processes and checklists to make sure nothing is missed
- We’re training our colleagues to respond quickly and effectively
- We’re improving our systems to track and manage cases more efficiently
How you can help prevent damp and mould
Here are a few simple tips:
- Open windows regularly to let fresh air in
- Use extractor fans in kitchens and bathrooms
- Wipe down windows and walls if you see moisture
- Avoid drying clothes indoors unless the room is well-ventilated.
You can watch our helpful video on preventing damp and mould here: https://hortonhousing.co.uk/preventing-damp-and-mould-in-your-home/
How to report damp or mould
If you notice any signs of damp or mould:
Tell one of our colleagues during a visit or speak to your support worker.
The sooner we know, the sooner we can help.
We’re here to keep your home safe
We’re committed to making sure your home is safe, healthy, and comfortable. Awaab’s Law is an important step forward, and we’re ready.
If you have any questions, please get in touch. We’re here to help.
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How to make: French Bread Pizza
This recipe is often made at Fairmount’s Cook and Eat sessions and is a big hit for everyone in the scheme. The meal is delicious, easy to follow and does not cost a lot to make. Go ahead and try this tasty meal for yourself.
Ingredients
- A stick of French bread
- Jar of tomato sauce (such as Dolmio)
- A clove of garlic (roughly chopped)
- Grated cheddar cheese
- Toppings of your choice (for example: pepperoni, ham, cooked chicken, sweetcorn, pepper, onion)
Method
- Pre-heat the oven to 170°C / Gas mark 5.
- Cut the stick of French bread in half lengthways with a knife.
- Spread the tomato sauce onto both halves of the bread.
- Then sprinkle garlic over the top of the tomato sauce.
- Add any toppings of your choice on to the French bread, making sure ingredients are evenly spread out across the bread.
- Sprinkle a layer of grated cheese on the bread above your chosen toppings.
- Put both French bread halves onto a baking tray and place in the oven for at least 10 minutes, or until all the toppings have cooked.
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Latest volunteering opportunities
Would you like to volunteer at Horton Housing? Check out our latest volunteer opportunities below.
We will give you:
- An induction, support, supervision and training
- Out of pocket expenses, such as payment towards travel
- A reference if you volunteer for more than three months.
You can keep up to date and apply for our volunteer roles by visiting the volunteering section of our website.
If you are interested in volunteering and would like to find out more, please contact our Volunteer Services Team on 01274 743480 or email volunteer.applications@hortonhousing.co.uk
All the roles require an enhanced DBS Check of which we will cover the cost.
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Our commitment to Equality, Diversity & Inclusion
Horton Housing is committed to promoting Equality, Diversity and Inclusion.
Our aim is for our organisation to be truly representative of all sections of society, for individuals to be treated fairly, to feel respected and be able to be their best.
We are committed to ensuring that our services are appropriate and accessible to the people who need them. We are opposed to all forms of harassment and unlawful discrimination.
We have an Equality, Diversity and Inclusion strategy which sets out how we will meet the needs of the people we work with and our equality duties. Every year we publish an Equality, Diversity and Inclusion Action Plan which sets out our targets and how we will put our commitment to equality and diversity into practice.
We have been awarded the Housing Diversity Network Accreditation (DNA) recognising our commitment to equality, diversity and inclusion.
We are a member of the Housing Diversity Network.
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Get in touch!
If you have ideas on what you would like to see in the newsletter or to give any feedback, please get in touch.
You can contact us through your support worker or by emailing: communications@hortonhousing.co.uk
Or you can write to us at:
Communications, Horton Housing
54 Little Horton Lane, Bradford BD5 0BS
Or you can telephone us on 01274 370689
Or connect with us on social media
Facebook: search for ‘Horton Housing Association’
Instagram: Horton Housing
X: @hortonhousing