% of Impact s total supported accommodation which is empty at the end of each quarter.

Board Scorecard- highlighting past and present performance, and where appropriate, predicted trends Indicator Definition Target 1 % of empty general needs properties % of Impact s total general needs stock which is empty at the end of each quarter. No target set 2 % of general needs arrears Level of general needs arrears owed as a % of the rent we should have received. 2.3%. Lower is better 3 % of general needs former tenant arrears Level of general needs arrears we are owed by those who are no longer our tenants, 0.9%. Lower is better as a % of the rent we should have received. 4 % general needs new let satisfaction % of general needs tenants who have told us they are satisfied with their new home. 98%. Higher is better 5 % of properties with 5-yearly electrical % of our stock with a current electrical inspection certificate. 100% Higher is better inspection certificate 6 % of buildings with current legionella %of our buildings with a current legionella assessment. 100% Higher is better assessment WORKING MASTER 7 %of communal & workplace areas on Asset % of our communal / workplace areas on our Asset Register with a current asbestos 100% Higher is better Register with current asbestos survey survey. 8 % of properties with a current Gas Safety % of our properties (with a gas supply) with a current Gas Safety Record. 100% Higher is better Record 9 % of empty supported accommodation properties % of Impact s total supported accommodation which is empty at the end of each quarter. No target set 10 % of supported accommodation arrears Level of supported accommodation arrears we are owed as a % of the rent we should have received. 11 12 13 14 15 16 17 18 % of supported accommodation former tenant arrears % supported accommodation new let satisfaction Community services - Budget & Outturn Level of supported accommodation arrears we are owed by those who are no longer our tenants, as a % of the rent we should have received. % of supported accommodation tenants who have told us they are satisfied with their new home. Our income LESS our expenditure. Positive Impact -2.7%. Supported Accom - 0.9%. Lower is better Positive Impact 4.6%. Supported Accom - 0.2%. Lower is better 98%. Higher is better Finance Interest, Gearing and Surplus - We must NOT exceed our maximum and we must achieve our minimum. Budget & Outturn Value For Money Progress on agreed savings contained within 2016 Efficiency Savings Plan. By exception Cash Flow Provides both original and revised cash flow in graph format. Staffing sickness absence Cost in the quarter of staff absence due to sickness. No target set Delivery Plan 2016 Delivery Plan tasks overdue with reasons why and planned remedial actions. By exception Page 1

Quarter July - September 2016 General Needs % of empty properties Current Arrears (%) Former Tenant Arrears (%) New Let Satisfaction (%) Comments Jul-Sep 15 1.31 1.54 1.5 2.23 1.36% 1.6 1.6 1.7 1.5 1.77 1.64 1.64 1.66 1.71% 1.8 1.9 1.9 2.0 0.85 0.83 0.84 1.00 1.12% 1.1 1 0.9 0.9 100 100 100 89 83.33% 94.46 95 96 96 Empty Properties Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sep 16 At the end of September there were 31 empty general needs properties (1.36% of total stock), a reduction of 20 properties in the period. The breakdown of this figure is as follows: Category Number Available to let 13 Unavailable to let due to major repairs works 15 Being used as decant accommodation 3 Unavailable to let due to flooding 1 The reduction is due to fewer properties becoming void in the period (lower turnover) and a reduction in the number of major repair properties as a result of the completion of works and letting of 12 long term voids. Of these 12 properties 7 were let through an estate agent under the brand of Fell View Homes. Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sep 17 Page 2

The average re-let time for properties not requiring major works (standard voids) in the year to date is 23 days compared to the target of 18 days. The non- achievement of the target has been primarily due to lack of demand/difficulty letting, including properties that moved to general needs from Positive Impact following the ending of contracts and closure of schemes in April. Most of these properties have now been let and performance has improved in August and September (average days to re-let was 14 days in August and 22 days in September). Major repair work voids are continuing to have a negative impact on the level of void rent loss, with a number of properties being void longer than target periods primarily due to works to deal with damp issues. The Void s Review Group is meeting In October to identify how we can reduce works times. Arrears Current arrears increased in the period from 1.66% to 1.71% and have increased over the last two periods. However the level of current arrears remains lower than at the same point last year (1.77%). With regard to the increase over the last two periods, there is no obvious pattern (e.g. there have been small increases across all areas/caseloads, no increase in larger arrears). A small increase in the level of arrears linked to Universal Credit has been a factor but UC is still not having any significant impact on arrears values (currently 71 tenants in receipt of UC). Welfare reform changes have not yet impacted on the level of arrears, but the roll out of UC to full service in West Cumbria in November will result in higher levels of migration and more impact on the arrears. Other imminent changes include the reduced benefit cap in November and the removal of any housing benefit entitlement for 18-21 year old next April. The benefit cap will have limited impact (5 tenants affected by the cap although still waiting for figures for Allerdale) but the removal of HB for 18-21 year olds will have an upwards pressure ( currently 47 tenants who will be 21 or under next April, 28 of whom are currently in receipt of HB).,We are targeting these groups ( for UC those tenants who are at most risk because of budgeting skills, ability to manage a claim on line or vulnerability factors) with regard to actions to mitigate risks..actions will include a focus on support to move people into work. The LHA cap effective from April 2018 will also have impact and we are working through the implications and approaches required. Former arrears have increased in the period. This is due to new former arrears (former arrears collected between April and September increased by over 12,000 compared to the same period last year) and we are reviewing our actions on these new arrears to identify how we might limit the level in such cases going forward. Page 3

Asset Management % of properties with 5-yearly electrical inspection certificate % of buildings with current legionella assessment % of communal and workplace areas on Asset Register with current asbestos survey Comments Jul-Sep 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sep 16 N/A N/A N/A N/A 49.38% 46% 47% 48% 49% N/A N/A N/A 93.23% 95.83% 100% 100% 100% 100% N/A N/A 100% 100% 100% 100% 100% 100% 100% Mains Electrical Inspection change in regulation to increase inspection/testing from 10 to 5 year interval. Asset Management team are have a programme to increase the inspection/testing regime bringing all properties into line with regulation over a five year period. Legionella Assessment 64 properties require Legionella assessment and testing. Currently one property has been issued a certificate of service however we have not received this so cannot include it in our data. Asbestos all offices and general need communal areas have been surveyed. Re-inspection of the condition of Asbestos where is it in situ is on hold as we wait for confirmation from our insurers on cover for employees completing this task. Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sep 17 Page 4

Gas Servicing GAS SERVICING PERFORMANCE NO-ACCESS PERFORMANCE (F) OUT OF DATE PERFORMANCE (G) Number of properties: Number Stage Description Number Length of Time Out of Date Number A with a gas supply 2244 1 No access letter issued 4 Less than 1 month 2 (start of legal proceedings) B with capped off supply 0 2 Solicitor letter issued 0 Less than 2 months 0 C out of Management 0 3 Notice of Intent to Seek 0 Less than 3 months 0 Possession (NISP) D which are void 0 4 Injunction Proceedings 1 More than 3 months 0 E with current LGSR 2242 F In Impact s No-Access Process 5 G With out of date LGSR 2 Overall performance of current LGSRs (%) Comments: 99.91% Total number of properties in Impact s No-Access Process (F) 5 Total number of properties out of date (G) Due to this data format being newly introduced at the end of the July-September Quarter, some of the data has not been collected so is difficult to provide retrospectively. We will be able to complete all data sets going forward for the Quarter 3. GAS CONTRACTOR PERFORMANCE Services during previous period (April-June 16) 713 Services where the previous LGSR had expired N/A % Serviced after expiry of LGSR N/A Comments: Due to this data format being newly introduced at the end of the July-September Quarter, some of the data has not been collected so is difficult to provide retrospectively. We will be able to provide all data going forward. 2 Number Page 5

Support & Communities % of empty properties Current Arrears (%) Former Tenant Arrears (%) New Let Satisfaction (%) Comments Jul-Sep 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sep 16 9.02 PI 14.88 PI 22.2 PI 41.6 PI 18 PI + SL 30 (PFL) 15 PI 10 PI 10 PI 0 EC 2.63 EC 2.81 SL 5.5 SL 2.7 SL 2.7 SL 2.7 SL 2.7 SL 2.73 PI 2.28 PI 2.97 PI 3.2 PI 2.8 PI 2.7 PI 2.7 PI 2.6 PI 2.6 PI 0.85 EC 0.79 SL 0.63 SL 0.58 SL 0.64 SL 0.9 SL 0.8 SL 0.7 SL 0.7 SL 4.4 PI 5.37 PI 5.03 PI 8.24 PI 7.96 PI 7.8 PI 7.5 PI 7.5 PI 7.5 PI 0.04 EC 0.02 SL 0.01 SL 0.09 SL 0.23 SL 100 100 100 100 100 100 100 100 100 Empty Properties The % of empty properties for Young Peoples services is 18% against a target of 10% of which 25% is attributable to the non SP voids in Eden Foyer. A number of actions have been taken to address this issue including advertising the properties weekly on Cumbria Choice and social media, direct emails and information to local employers and colleges and also expanding the eligibility criteria to include couples ( rather than just single people). As a result of this approach 2 of the units should be occupied shortly with an increasing number of enquiries from interested individuals. Arrears Positive Impact Current arrears are 2.8% against a target of 2.7%. Cases of high arrears are being managed closely. Supported Living current arrears maintain the trend of excellent performance of 0.64% against a target of 0.9% however the forecast for QU 4 has been increased to reflect the potential for new HB claims to be delayed when Bramble Court opens in October 2016. Positive Impact Former arrears PI former arrears are currently 7.96% against a target of 4.6%.Performance has improved during the last quarter; however arrears that were generated in April/ May of this year as a result of the ending of SP contracts will take some time to recover. Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sep 17 Page 6

Jul-Sep 15 Oct-Dec 15 Support & Communities Jan-Mar 16 Apr-Jun 16 Jul-Sep 16 Budget & Outturn ( 000 s) Letgo 54k 54k 54k 54k 54k 54k 88k 88k 88k 104k 88k 104k 88k 88k 88k 88k 88k 88k Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sep 17 Young People & Foyers (excluding Whitehaven) Whitehaven Foyer Platform for Life IFS & Oval Old Brewery Halls Comments Page 7 15k 81k 15k 71k 15k 71k 29k 29k 29k (102k) 17k ( 102k) 38k 38k 38k 38k 38k 38k - - - - - - - - - 1k (28) 1k ( 28k) ( 23k) ( 23k) ( 23k) ( 23k) ( 23k) ( 23k) - - - - - - - - 20k 9k 20k 9k 45k 45k 45k 45k 45k 45k 64k ( 36) 64k ( 66) 64k ( 66) ( 44k) ( 44k) 44k ( 96k) ( 44k) ( 96k) ( 7k) ( 7k) ( 7k) ( 7k) 7k 7k 7k 7k 7k ( 40) 7k ( 40) ( 60k) ( 60) - - - - - - - - - - IFS At the end of period 7 the IFS deficit was 60k. After a 7 month delay parts of the new business plan have gone live and we have now recruited to the majority of our new structure. We held our first steering group meeting in September, it s made up of external partners such as the DWP, Contractors, Cumbria County Council and members with corporate business knowledge. One of the key functions for the group is to monitor the progress of the project against its implementation plan and support with keeping the overall business plan under review, including financial targets and assisting the management team in reporting the findings the recommendations to Board. On the 1st September the void clearances for Impact went live. We have been approached by three organisations to subcontract the bulky waste element of a waste contract in Barrow, we have agreed to work with an organisation called FCC (already operating in Allerdale) and the tender will be submitted in October and the new contract will start in April 17 if successful. IFS is forecast to run at a deficit until 2018 as agreed in the new business plan.

Oval Centre - A surplus budget has been prepared for 2017. Business links have been built with Tesco and Marks and Spencer around food being provided free of charge to the café. The next step around this are discussion s re work opportunities, experience or otherwise for volunteers/ work placements. The Gym grows from strength to strength and is a valued resource, funding has been sourced to enhance the facilities. The Oval is currently making a surplus. Letgo Budgets for both Letgo Lancs and Cumbria are performing well. Both are delivering an additional service for commissioners which brings additional income. The improvement in the Letgo Service is due to savings made on expenditure to date for both IDVA Services. Young Peoples Services New services were implemented in the Jan-Mar quarter when we experienced very high levels of voids. Commissioners referral processes are now improving and there are now improved occupancy levels in SP funded services, however there are still high levels of voids in non SP units in the Foyer, action is being taken to address this situation. We are currently investigating the cause of the higher repair costs that were incurred during the transitional period between the contracts. There have also been higher staffing costs due to maternity leave and the requirement to fill some roles with agency staff. Whitehaven Foyer is showing poorer than expected performance due to delays in completing the construction of the building which is affecting revenue from rental income and also incurring costs for the lease arrangement. We are currently working to finalise the remaining issues to ensure the scheme can be operated at full capacity. Platform for Life Service performance is lower than expected due to delays in practical completion of the conversion works to the properties which should be handed over on October and December 2016. Brewery The Brewery closed in September 2016. There will be some additional costs associated with the close- down of the scheme that will be identified in the October management accounts. Page 8

Finance Interest Cover Jul-Sep 15 1.15 min. 1.28 1.15 min. Oct-Dec 15 1.25 1.15 min. Jan-Mar 16 1.25 1.15 min. Apr-Jun 16 1.24 Jul-Sep 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sep 17 Budget & Outturn Gearing (%) 75 68 75 68 75 68 75 68 Budget & Outturn Surplus ( 000s) 949k 879k 949k 832k 949k 832k 726k 726k Budget & Outturn Comments Page 9

Financial Reporting Checklist Key Item What is needed Do we CURRENTLY Will we comply in 6 MONTHS TIME? () Will we comply in 12 MONTHS TIME? () comply? () Governance Standard Full Compliance Financial Standard Full Compliance Value for Money Standard Full Compliance Finance to cover Development commitments Full finance available Finance to cover Loan Covenants Full finance available Rent 1% Formula Fully able to meet Risk Register Fully up to date Stress Testing All key areas fully tested Surplus at quarter end Fully on target Surplus for year-end based on quarter end figures Fully on target Summary Form Income Expenditure Budget Year to date (Actual) Projected for Year Value for Money / Efficiencies Planned Savings against original 2016 budget Actual savings in 2016 to 31.9.16 Variance against planned savings at 31.9.16 Efficiencies not on target 198,200-35,900 234,100 Efficiencies on target or exceeded 546,900 686,181 +139,281 All efficiencies 745,100 650,281-94,819 Page 10

VfM Efficiencies - Exceptions - The following efficiencies (over 2,000) are not on target at the end of the July-September Quarter Efficiency Revised Insurance Costs Use opportunity of vacant Asset Manager Post to restructure Asset Management Team with potential for an internal appointment from within the organisation - SMT Reduce consultancy costs All budget holders asked to identify savings against current budget above and beyond savings already identified - min 1% - looking for estimated additional 17,000 savings. Future service reviews to be linked to this list/other potential cost savings. Cut postage (by 30%) Include ending internal mail being sent through the post. SMT Lead Graham Wilson Julie Monk Graham Wilson Graham Wilson Mike Muir Graham Wilson Planned Savings against original 2016 budget Reduce premises energy costs (Target 10%). Julie Monk 5,500 Actual Savings in 2016 Variance against Planned Savings 80,000 0 80,000 35,000 0 35,000 Progress update from SMT Lead Revised to 15k following the floods. Currently we are making a saving on the budget (which incorporates the 15k saving) but does need to be reviewed against the renewal price Achieved. Neighbourhood & Communities Manager post deleted saving 34,000 20,000 15,000 5,000 Currently over budget to date by 6,645 but still within the total budget figure 17,000 0 17,000 Difficult to assess as it needs to be reviewed in the wider context of budget outturn and income generation 10,000 0 10,000 8,000 5,500 2,500 4,500 1,000 Central Services Nov 16 Vision 2020 Carlisle office is rapidly approaching annual budget spend by the end of July. Nook Street is on target. Oval Centre is over budget by nearly 1.5k. Need to refresh activity on this efficiency. Asset Management control heating settings. Duncan / Stephen head up the environmental agenda. Page 11

Efficiency Reduce voids costs by refusing transfers on damaged properties. SMT Lead Julie Monk Planned Savings against original 2016 budget Actual Savings in 2016 Variance against Planned Savings 5,000 0 5,000 Mechanism for re-charges? Progress update from SMT Lead Empty property costs. Julie Monk 5,000-50,000 55,000 Some will be reclaimed (Council Tax). Changes made to our Empty Properties Policies (cluster and re-furbish rather that auction / sell off). Hold all annual planning days & Impact Training at Impact Sites or free venues - APG Increase in Car Sharing (part of wider travel review) Steve Holliday 4,000 0 4,000 Steve Holliday 3,000-12,000 15,000 APG to log / Steve will hold the efficiency. Board events need to be added. May not be a true picture, as does not factor in lost opportunity costs i.e. could the Oval have rented a room out at a higher rate than the internal rates they charge an internal team? HR specific venue savings: 970 Car sharing in isolation will not achieve this. The travel review takes place Week beginning 17.10.16 and may identify other travel savings. Page 12

Cash Flow 30 Year Cash flow Cash Flow based on Revised Budget agreed in March 2016 The revised cash flow assumes substantial cost reductions following the announcement of the projected fall in rents, right to buy and reduced supporting people income. It takes into account a proposed refinancing of existing loan commitments. Page 13

Staffing Cost of sickness absence Comments Jul-Sep 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sep 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sept 24,437 26,332 26,158 39,302.69 40,819.46 35,000 30,000 30,000 30,000 Days lost in the July-September quarter: Total days Lost = 488.84 Total work Days Available = 10,183 Number of days lost due per employee = 2.64 % Lost time absence rate = 4.8% Staff turnover in the quarter There were 185 staff employed on 30 th September 2016 and16 leavers between 1 st July and 30 th September, giving a turnover figure of 8.64%. However, if we disregard, redundancies, TUPE transfers and staff coming to the end of their contract, the number of leavers was 5, giving a turnover figure of 2.7%. Page 14

2016 Delivery Plan Tasks Tasks that should have completed in the JULY-SEPTEMBER 2016 Quarter Delivery Plan Task Deadline Task Holder Comments Explore and make preliminary commitments re: Home Ownership. Leasehold for older people. Commit new extra care older persons scheme, Coach Road, Whitehaven as rent or Leasehold. Look at new opportunities and client groups for the letting of our diverse housing stock - formalise arrangements with local employers for key worker accommodation. 1.9.16 Julie Monk In progress - We are awaiting the Government announcement regarding the long term commitment to support for this type of accommodation before a further decision is made. Discussions are on-going with CCC, CBC and developers a follow up meeting is set up for November'16. 1.9.16 Julie Monk In progress - Housing options have set up a process for marketing, applications and offers via local employers, working to identify suitable employers via the Business Links network. Have had discussions with local employers and Health to accommodate Junior Doctors on placements. This activity is on-going. Page 15