Arhag Annual Report 2019/2020

FOREWORD BY THE CHIEF EXECUTIVE Upon joining Arhag this year, as Chief Financial Officer and subsequently as Chief Executive, I would like begin by thanking our staff for their dedication and hard work, in regards to providing the best possible service amongst difficult and changing times. During the Covid-19 pandemic, our focus has been to work to keep our residents, staff and partners safe. We transitioned our staff to remote-working very quickly, continued with all of our emergency repairs, and our hostel remained open. We continued to remain in contact with our most vulnerable residents to ensure they were OK. We have now resumed many of the repairs and environmental services, and will continue to do so in a safe manner. We have issued guidance and support to our residents who are going through additional financial difficulties during this crisis, and we have established an emergency fund to provide urgent support to our residents where we can. I am pleased with the results outlined in this report, and I intend to further improve on all aspects of our services. From governance and key performance indicators, to improving our customer experience, our journey in the coming months will further enhance our role as a landlord to our residents, and the partnerships we are building to provide migrants and refugees with the support they need and a good quality of life. With over 40 years of history, our charitable mission is as important to us today, as it was to our founders. We want to help with the housing crisis London faces, by providing housing which can not be afforded by a significant number people today. It is likely that there will be a turbulent year ahead for us all, and we are faced with an economic downturn that will no doubt put pressure and further demands on our services and controls. I feel privileged to be able to lead Arhag, into the coming year, and remain confident that Arhag and our residents will be able to look ahead to a bright future. Rachelle Beltran Chief Executive “Wewant to helpwith the housing crisis London faces, by providing housingwhich cannot be afforded by a significant number of people today.” Annual Report 2019-2020 7