Lorna Blackmore - Director of cooomunication at Flagship Group

1. What it meant for
Flagship Group
Lorna Blackmore
Director of Communication

2. What it meant for Flagship Group
Before
annual report 2010
Welcometo our annual report -
where we tell you about our
achievements in 2009/10
and the improvements we
intend to make this year.
We aim to:
 get service right, first time.
 create places where people
want to live.
We perform well in many
areas, but we know that we
can keep improving and do
even better. The uncertain
economic climate is not helpful
but we are positive that we
can strengthen the services we
provide.
You, the customer, are at the
heart of our endeavour. We
need your input on:
 how we do things.
 how we could improve.
 what we should pay
attention to.
To comment on this report or
anything else, you can email
me at emma@flagship-
housing.co.uk, or call me
on 01603 255878.
We hope you find this
report helpful.
Emma King, Customer
Services Director
Our regulators, the Tenant Services
Authority (TSA), measure how we
perform against six standards:
• Customer involvement.
• Your neighbourhood.
• Better homes.
• Letting homes and setting rents.
• Value for money.
• Governance and financial
viability.
For more information on the six standards, visit the TSA website
(tenantservicesauthority.org).
We consulted customers in March 2010 to find out what is important
to you. The results, together with input from the customer board and
customer club shaped this report.
What’s this
report about?
Contents page
Value for money 10
Letting homes and setting rents 9
Better homes 8
Your neighbourhood 6
Customer involvement 4
3Key achievements
Governance and financial viability 11
For more information on the six standards, visit the TSA website
annual report 2010
Key achievements
About us
Flagship Kings’ Forest (FKF),
Flagship Peddars Way
(FPW) and Flagship Suffolk
Heritage (FSH) provide over
21,000 affordable homes
across East Anglia.
Some of our key achievements in
2009/10 include:
 Introducing Flagship Response - the UK’s first and
only truly 24/7 call-answering service for housing
association customers.
 Achieving customer satisfaction levels above the
national average.
Investing
£22.6 million onimproving homes:
613 new kitchens,
194 new bathrooms,
and 435 central
heating
systems.
Our new website
flagship-housing.co.uk
makes it easy for
customers to engage
with us. It provides:
• Online rent payment.
• Multi-language browsing.
• Browsealoud for customers
with sight difficulties.
• A call back request facility,
saving customers the cost
of a call.
• A ‘money matters’ section,
with advice on debts.
Keyachievements
3
Flagship Response is a 24/7
call-answering service.
40
60
80
100
85 89 86 80
%
Flagship Kings’ Forest
Flagship Peddars Way
Flagship Suffolk Heritage
National average*
*Taken from the 2009/10 STATUS survey.
 Building 479 new homes.
 Investing £22.6 million on improving homes - 613
new kitchens, 194 new bathrooms, and 435 central
heating systems were installed.
 Being awarded over £400,000 to fund environmental
projects.
 Introducing 18 qualified energy awareness advisors.
Our customer satisfaction levels
Introducing
a brand new
website
Awarded green funding for
environmental projects.
jamie cann house
extra care housing
flagship
service right - first time
for Flagship customers
homefile
Thank you for your interest in Flagship.
We are a housing association in East Anglia with over 22,000 homes. We
have strong financial and operating results. But we want to do even better.
We want to improve ‘service of today’, prepare for ‘service of tomorrow’
and broaden our customer offer. The Group has an ambitious business
agenda and are looking to invest in new directors to join our team.
The next phase in our business strategy is a clear focus on growth.
The world is changing – it’s a tough operating climate for housing
associations and this will intensify over the next few years. We need to
keep improving our performance, growing and adding value to customers,
whilst underpinning this with a culture of learning and continuous
improvement.
We’re building up to 200 new homes every year but we want to build more;
we want to develop new partnerships and alliances; develop new products
and services – designing these in fresh and creative ways.
If you have the skills to help turn our aspirations into reality, have a passion
to lead a culture of continuous improvement and you are ready to take on a
challenging but extremely rewarding role, we’d love to hear from you.
David McQuade
Chief Executive
Charity News
We have come to the end of our ‘Macmillan
Cancer Support’ year, raising an impressive
£6,291.07
£432
Head shave
by Community Ranger,
April Archer
£2,627.45
Macmillan
Coffee Mornings
£248.50
Norwich Half Marathon
£335.96
Annual 'Quiz 'n Chips'
Throughout the year, our staff
and customers were involved
in a variety of events to raise
money for this very worthwhile
charity. Here are some of our
fundraising highlights:
£6,291.07£6,291.07
A big thank you to everyone
involved in helping to raise
these much needed funds!
4
Flagshipnews
Community Initiative
Funding for Pre-School
Children and staff at the Little Oaks Pre-School in Necton are now enjoying
new equipment thanks to Flagship Community Initiative Funding.
The Customer Operations
Group (COG) approved the
funding for a sand play
area and much needed PC
and printer for the office,
which means that the old
equipment can now be
used by the children for
play and projects.
Steve Gray, Customer
Engagement Manager said,
“When I visited Little Oaks Pre-
School it was fantastic to see
the children crowded around the
sand play area having fun and
making all sorts of imaginative
creations. Pre-schools quite
often struggle for funding,
especially in rural areas, so it’s
great that COG had the insight
to support such a worthwhile
and valued project.”
This is what some of the
children had to say about their
new sand play table:
Ella: “It’s wonderful and
amazing.”
Melissa: “It’s good, I like patting
and putting my hands in it.”
Megan: “I made a cake.”
Charles: “I like to dig!”
Caroline, who is a mum and
Little Oaks Committee Member
said,“The Committee is very
grateful to Flagship.The children
are having enormous fun with
the sand play table.”
Staff member Katie said,“The
PC and printer are fantastic and
very fast, doing everything we
need.Thank you.”
5
Customerengagement
Combating
condensation
Tips to help you solve problems with
condensation and mould growth
Guide to
asbestos
safety
service right - first time
Oak Trees
Respite care and short breaks for
people with learning difficulties Personal alarm service
Wouldn't it be nice to know help is always at hand.
Become a friend on facebook
facebook.com
Follow us on twitter
twitter.com/flagshiphousing
Visit us at flagship-housing.co.uk
FT23
Flagship Telecare is a
simple, affordable, touch
button system that
provides an emergency
call service, security and
peace of mind with a
personal response - 24
hours a day, 365 days
a year. This can benefit
people of any age who are
vulnerable, including:
• Individuals at risk from
harassment or
domestic violence
• People suffering from
a physical disability or
mental health problems
• Lone workers
If you are interested,
or would like to know
more, please contact
Flagship Telecare on
01362 696175
or apply online at
flagshiptelecare.co.uk
Visit us at flagship-housing.co.uk
a physical disability or
mental health problems
Lone workers
If you are interested,
or would like to know
more, please contact
Flagship Telecare on
01362 696175
or apply online at
flagshiptelecare.co.uk © Copyright of Tunstall Healthcare (UK) Ltd
your community
needs
YOU!
Are you interested in helping to shape
the services provided by Flagship?
If yes, contact us on 01603 255414
or email
getinvolved@flagship-housing.co.uk
or
book to attend our customer
conference on Saturday 28 April
Visit us at flagship-housing.co.uk
Become a friend on facebook
facebook.com
Follow us on twitter
twitter.com/flagshiphousing
F l a g s h i p is a h o u si n g a s s o c i a ti o n w it h 2 2 , 0 0 0 h o m e s a c r o s s
E a s t A n g li a . W e a r e a s tr o n g b u si n e s s l o o k i n g f o r i n s p ir a ti o n a l
l e a d e r s t o h e l p u s t u r n o u r a s p ir a ti o n s i n t o r e a lit y .
Housing Operations Team
Leader (West Region)
Circa £26,922 pa + Company Car
Permanent, Full-time - 37 hours per week
Based at Mildenhall Office
Flagship is looking for an outstanding candidate to take on the role of
Team Leader. You will be an inspiring leader who will support, educate
and develop our team of community managers and community rangers
to deliver excellent customer satisfaction to our customers and
stakeholders. You will demonstrate a strong customer focus,
exceptional leadership, possess excellent communication skills and be
able to embrace and lead change.
You will be a key member of our Operations Team so will offer
innovation and creativity to continuously develop services for our
customers. You must be able to demonstrate an ability to work in
partnership and create new partnerships with our external
stakeholders. Housing management experience is desirable.
Please apply online at www.flagship-housing.co.uk or to request
an application form,
telephone our recruitment
line on 01603 255879
quoting Ref number 1098.
Closing date: 12 noon,
Monday 6 October 2014.
Applicants successfully
shortlisted for interview
will be contacted within
14 days of the closing date.
We are committed to equality of opportunity and diversity in
employment and encourage applications from all sectors of the community.
An Exempt Charity.
service right - first time
homefilea buyer’s guide to home ownership
moving ona guide to selling your home
service right - first time
service right - first time
new homea guide to shared ownership
flagship
kings’ forest
Cedar Lodge
Creating
places where
people want
to live
 01603 255444
flagship-homes.co.uk
Home ownership
● Providing an opportunity to step onto the
property ladder.
●฀ Available for part buy/part rent.
●฀ Developing homes in Norfolk
and Suffolk.
 01603 255444
flagship-homes.co.uk
Have your say!
We want our
customers to have
a real say in how we
provide our services.
Our Customer Operations Group (COG)
takes time to listen and understand what’s
important to you so together, we can
influence customer and board priorities.
We encourage our customers to get
involved, no matter who you are or where
you live.
Have your say:
✆ 0845 258 6238
@ COG@flagship-housing.co.uk
 flagship-housing.co.uk/COG
f facebook.com/flagshiphousing
But we want to do much more...
Meet the team
At Flagship, we’re committed to making sure that
our customers have a real say in how we provide
our services. We’ve made huge improvements to the
way you can get involved.
Customer participation with estate inspections.
A range of initiatives and activities to involve
younger people within our communities are being
implemented.
Our Facebook community continues to go from
strength to strength.
The Customer Operations Group (COG) takes time to
listen to what our customers are telling us and uses
this information to help inform the Flagship Board.
Mitch Wildman
Having your say!
If you would like to know more, please get in touch:
Tel: 0845 258 6238
Check us out on Facebook at
facebook.com/flagshiphousing
To understand and
influence our Customer
and Board priorities
Diane Ranner
Brenda CanhamNancy Maduakoh
Tracey Haynes
Heather Flint (Chair)
Many day centres only provide activities. At the John Chapman
Centre we also provide a full day care service to meet a wide
range of personal care needs.
Welcome to the service
The John Chapman Centre is housed within the Old Maltings extra
care housing scheme, which is located in the centre of the rural
market town of Swaffham, Norfolk.
At the John Chapman Centre, we support customers with physical
and mental health needs with enjoyable, therapeutic day care within a
safe, secure environment.
john chapman centre
day care service
flagship
Issue 05 September 2011
intouchIssue 14 June 2014
Your Flagship - your news
Easter fun
in the sun
Health and
wellbeing ideas
WIN!a family
photo
session!
Subletting
and lodgers
Good
Neighbour
Awards
Flagship Telecare
Annual Report 2013/14
FT121-0414
Spend your money
wisely, ensure your
rent is paid.
Please contact your
community manager
to discuss.
HOME
SWEET
HOME
homefilef o r F l a g s h i p l e a s e h o l d c u s t o m e r s
service right - first time
Danny Welling
Managing Director
t: 08452586252
m: 07739746087
e: danny.welling@rftrepairs.com
w: rftrepairs.com
Michael Chaplin House Station Road
Dereham Norfolk NR19 1DA
Our Flagship
Telecare
service
standards
service right - first time
flagship
telecare
ElectricalManager
Michael Chaplin House Station Road
Dereham Norfolk NR19 1DA
t: 0808 168 4555
e: info@rftrepairs.com
w: rftrepairs.com
RFTRepairsLimited isamemberoftheFlagship Group.
RFTarecommited toequalityofopportunityand
diversityinemploymentand encourageapplications
fromallsectorsofthecommunity.
Salary negotiable | 37 hours per week
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quos dolores et quas molestias excepturi sint occaecati
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deserunt mollitia animi, id est laborum et dolorum fuga.
Et harum quidem rerum facilis est et expedita distinctio.
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cumque nihil impedit quo minus id quod maxime placeat
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repellendus. Temporibus autem quibusdam et aut oficiis
debitis aut rerum necessitatibus saepe eveniet ut et voluptates
repudiandae sint et molestiae non recusandae. Itaque earum
Closing Date: 00/00/13
Interview Date: 00/00/13
Contact us for an application pack
Keep up to date with your rent and we can
sweeten your Christmas with rent free weeks.
with a clear rent account and benefit
from two rent free weeks.
Leap into the next financial year
F38-0112 Rent arrears postcard.indd 1 13/02/2012 17:08
30

3. 31
What it meant for Flagship Group
A clear brand architectureBrand overview
Brand architecture ‘Brand architecture’ is how we
describe the structure of our family
of brands and how it is managed.
Our brand architecture relects
our organisational structure.
At the heart and head of the organisation is
Flagship Group – ultimately we’re all part of Group,
but its brand is primarily used for investors, regulators
and Group functions.
The Flagship Homes brand is primarily used for
our housing services.
The RFT Services brand is primarily used for our repairs
and maintenance services.
These brands are all part of the same, close knit family
and this is reinforced by them all carrying the same
symbol. It is also reinforced by Flagship Homes and
RFT Services communications carrying a Flagship Group
parent brand endorsement.

4. 32
Reception
Car park
Reception
Car park
Flagship
Group
FlagshipFlagship
GroupGroup
FlagshipFlagship
Group
FlagshipFlagship Flagship
Group
FlagshipFlagship
GroupGroup
FlagshipFlagship
Group
FlagshipFlagship
flagship-housing.co.uk
A guide to afordable housing
2015-2020
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the industry’s standard dummy
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remaining essentially unchanged.
A guide to afordable housing 01
Doing things right
for you,
for your community
A guide to afordable housing
Doing things right
for you,
for your comfort
A guide to market rent
Doing things right
for homes across the
east of England
Corporate Brochure 2015
Supporting you
and your home:
Servicing across
the UK
Maintenance services 2015
Making everything
come together
Providing homes
for people in need
Annual Report 2015
Making it add up
for everyone
Providing homes
for people in need
Corporate Brochure 2015
RFT
Services
Doing things right for... Freephone
0808 168 4555
Partof
Improving insulation
in Ipswich
What it meant for Flagship Group
A visual hierarchy for each brand

5. 33
What it meant for Flagship Group
...to
Doing things right
We’re the Flagship Group. We provide homes for afordable and market
rent, and for sale across the east of England. We maintain homes and
support the communities they’re part of.
We are well managed and inancially strong. We invest in our people.
And our operating proits are invested back into the business to deliver
value for our customers. So everything we do supports our core purpose:
providing homes for people in need.
What’s right for our customers is at the heart of what we do. This takes
listening and understanding, openness and seeing what truly matters.
It demands never being satisied and always looking for a better way.
What’s right for our customers is also right for our people. Right for our
business is right for our partners. Right for eiciency is right for our social
values. Which means doing things right today is right for tomorrow –
and beyond.
What it meant for Flagship Group
A positioning statement and core narrative

6. 34
ClearWe can see the whole picture — including the
detail. Our common sense comes through in
language that’s clear, concise, assured and
focused on outcomes.
DeterminedThere’s no standing still. We’re always ready to
engage, to question — to ind a better way.
That energy comes through in language that’s
lively, bright and conversational.
RealWe’re warm-hearted people who care about
making things right for everyone with a stake in
our organisation. Our empathy helps us see the
world through our readers’ eyes and write as if
talking face-to-face.
What it meant for Flagship Group
Tone of voice

7. 35
What it meant for Flagship Group
A new approach to imagery

8. 36
Doing things right
for you,
for your community
A guide to afordable housing
In it together
A guide to shared ownership
Spilling the beans
A guide to market rent
What it meant for Flagship Group
Messaging and imagery working together

9. 37
What it meant for Flagship Group
Refreshed websites with a clear relationship

10. 38
What it meant for Flagship Group
A fleet of mobile advertising

11. 39
What it meant for Flagship Group
A clear set of guidelines
Note - photograph mocked
up guidelines