1. Gold Club Membership

2. How does Gold Membership work Gold Club Membership is open to any shareholding members Gold Club Members make and keep certain agreements with Phoenix These agreements save Phoenix money Gold Club Members get a share of these savings in the form of a divi every year The scheme is run by Phoenix, and administered by the Co-operative

4. How does Gold Membership work (cont) Phoenix Gold Club members are awarded points for making and keeping to certain key agreements with PCH. These are: Keeping to rent and service charge accounts in credit, or keeping to an agreement to pay off arrears – (500 points - £5) Gas servicing access to your home first time the appointment is made (or valid CP12 for leaseholders) - (1000 points - £10) Additional points can be earned by making all payments to PCH by direct debit (DD) (1000 points - £10) or standing order (SO) – (800 points - £8)

5. Current Membership The current membership figures at 30 th June 2013 are: Tenants 1070 Leaseholders 94 Total 1164 How were they recruited? Road shows at local Co-operatives; all Phoenix events like the AGM, Tenants Gathering evenings, Celebrating Diversity Days, Tenancy Sign Ups, and networking and partnership events. We have also informed residents of the Gold Membership scheme through Phoenix Community News, website, newsletters, flyers and several dedicated mail-outs to all residents and have included the flyers in the rent statements.

6. Developing Gold Membership For the ongoing development of Gold Membership Phoenix could look at the possibility of increasing the range of activities for which rewards are allocated and for Gold member activities, for example: Attending Tenants Gathering/focus discussion groups Developing a Home MOT scheme, rewards in exchange for an annual visit to carry out minor repairs rather than repairs on demand Using Gold membership to expand the areas of consultation and engagement with residents by creating a Virtual Consultation Panel Creating news sheet for Gold Members, quarterly surprise gifts, a grand prize draw and Gold Membership events

7. Increasing Gold Membership Offering subsidised health therapies to Gold members in the business unit in the Green Man. Expanding interest in the scheme and obtaining funds from further sales to other Registered Providers. (interest has been expressed by Lewisham Homes, Watford Community Housing Trust and CDS Co-operatives). Expanding the Gold membership scheme to staff. Gold Membership open to staff as well as residents could be a direct means of engaging staff in proactively influencing Phoenix. This could lead to a new culture within the organisation, a greater working together and support new/different ways of working, such as being developed in the Customer Access Strategy and the Community Empowerment Strategy Review.

8. Dividend awards Our 1 st payout to residents in the form of vouchers was made in November 2012. 235 residents received these vouchers worth £10 or more. Some quotes received Very nice, wasnt expecting so much! Nice Xmas present for nothing! Absolutely brilliant. Nice to buy gifts and just hand over the vouchers. Thanks Phoenix! How easy it was just filling in a form and receiving this for Christmas!

9. Winners of the 1 st Gold prize draw Our first prize winner won £400 in holiday vouchers. She said Ive always wanted to go to Morocco and now I can! Second prize winner won a plasma television and said the scheme is self explanatory and earning my points is obviously working!