How are we performing?
This is how we invested our funds to improve your services in the last financial year, 2011/12.
If you have any questions about this information, please contact our customer services team on 0800 294 2280, or email firstname.lastname@example.org and they will be happy to answer them.
You can also download a copy of our annual report to residents 2011/12 which has more information you might find interesting.
- We own and manage 3,443 homes
- 83% of you are happy with the overall quality of your home
- We have provided 58 new homes for rent and sale
- We have enabled 23 households to move to free-up larger family homes for people in need
Average re-let times
We have reduced the time it takes to re-let a home from 39 days to 22 days.
We aim to complete our repairs in three set timescales:
- Emergency 24 hours
- Urgent Seven (7) days
- Routine 28 days
It took 11 days on average to complete a repair, this is higher than the six days it took in 2012/11 so we are working hard to improve this figure. Despite this, 88% of you are happy with our repairs services.
How each £1 of our income is spent
- Housing Management 25p
- Planned Maintenance 21p
- Interest on Loans & Mortgages 19p
- Repairs & Maintenance 15p
- Surplus for future investment 10p
- Service charge costs 9p
- Rent loss from Empty Homes & Bad Debts 1p
Audit Commission Inspection
In June 2009, we were inspected by the Audit Commission, an independent public body that makes sure public money is spent properly. The Audit Commission works across housing, local government, health, community safety and the fire and rescue services. Inspectors spent a week talking to residents, and interviewing staff and board members. The report of what was found was published in September 2009.
The report awarded us with one star and assesses the overall service we provide is ‘fair.’ Our prospects for improvement were rated as ‘promising.’
Some of our strongest service areas were:
- Gas servicing.
- Void turnaround times.
- Face-to-face service with customers.
- Well maintained homes (with 100% meeting the Decent Homes Standard.
- Well maintained estates.
There were some areas we needed to improve in, and we have already begun to address these. We will report on our progress in our residents’ magazine, Housing Headlines