Tenants’ Annual Report Renaissance Consortium For the year ended 31 March 2014
Table of contents pages
Our performance 2013/14:
1- 4
Tenancy services
1
Tenant satisfaction
2
Repairs
2
Planned maintenance
3
Neighbourhood development
3
Environmental management
4
Changes to be made in 2014/2015: Tenant Satisfaction Welfare reform Antisocial behaviour Complaints procedure
5
Tenants’ Annual Report 2013/14 Under our contract with Manchester City Council they monitor our performance against various performance indicators against a service standard that they have set.
Performance is summarised in the tables below.
Tenancy services Our performance
Key performance indicator
Performance (2012/13)
Performance (2013/14)
Service standard
% of telephone calls answered
98.7%
98.3%
95%
% of telephone calls answered within 15 seconds
99.2%
97.8%
85%
Number of complaints dealt with
5
6
NA
% of complaints answered within published timescales
100%
100%
90%
Number of properties relet
100
96
NA
Average relet time in days
29.25 days
18.65 days
40 days
Rent collected
100.5%
99.7%
99%
% of ASB cases dealt with within published timescales
100%
100%
95%
The Adactus Housing Office is on Oldham Road in Miles Platting. In 2013/14 we have dealt with 11,363 enquiries from tenants visiting the office and 16,241 telephone enquiries have been dealt with by the team. In 2013/14 we re-let 96 properties compared with 100 properties in 2012/13 and the time properties were vacant reduced to 18.65 days on average from 29.25 days in the previous year which resulted in less rent being lost from these properties being empty.
1
Rent collection remains above target even with the introduction of the Under Occupancy Charge in April 2013.
Tenant satisfaction Our performance Every year a satisfaction questionnaire is sent to every resident in the area. We ask you to tell us their opinions on a number of issues. Satisfaction with the service provided remains very high and we have worked hard to improve the satisfaction with the opportunities for resident involvement as in 2008 (when we first included this question on the survey) it was 63.1%
Overall satisfaction with the service provided %
2013/14 93.5%
Service standard 85%
2012/13 94%
Overall satisfaction with the opportunities for resident involvement %
2013/14 87%
2012/13 83.8%
Service standard 60%
Repairs Our performance Repairs is an area that is very important to our tenants and we aim to provide an excellent service. We have a team of inhouse maintenance operatives who carry out 84%
Service standard 2013/14 2012/23
repairs and this helps keep satisfaction with our repairs service high.
98.8% 98.1%
Level of repairs satisfaction 93%
Service standard 2013/14 2012/23
% of repairs completed on time
98.2% 85%
Service standard 2013/14 2012/23
98.7%
% of repairs completed at first visit
98.5% 98.1% 95%
Service standard 2013/14 2012/23 75%
% of repairs where appointments have been made and kept
97.4% 97.5%
80%
85%
90%
95%
100% 2
Planned maintenance Our performance
Our planned maintenance programme has been running since 2012 and will continue until 2037. The programme currently consists of roofing replacements, roofline replacements, external decorating and groundwork, internal door replacements and communal decorating in the tower blocks. If your property is affected by this work we will contact you directly to let you know the work we intend to do to your home.
% of tenants satisfied with planned works
2013/14 99.6%
2012/13 96.9%
Service standard 83%
% of planned maintenance works completed on time
2013/14 100%
2012/13 99.9
Service standard 83%
Neighbourhood development
Project
Key outcomes
Miles Platting Jobs Club
12 participants found jobs and 114 improved their confidence, access to computers to search for a job and produced a CV.
Miles Platting Community Gardens
Completed the lottery funded portion of the project and achieved a Level 3: Developing award from North West in Bloom.
City in the Community – Kicks project
Train 6-14 year olds every Saturday morning at Parkview School. Recently came second in a national tournament.
Victoria Mill Community Centre and Library
Refurbished the Victoria Mill Community Centre to allow an outreach library to be housed there and to provide a more modern Community Centre for local people.
Miles Platting – You Decide
Awarded ÂŁ25,000 to 11 local groups for worthwhile projects that benefited the local community.
3
Environmental management Our performance
Service standard 2013/14
80% 100%
Open spaces kept clean and tidy
2012/23
100%
Service standard
90%
2013/14
Graffiti removed within 2 days
100%
2012/23
100%
90%
Service standard 2013/14
Racist graffiti removed within 1 day
100% 100%
2012/23
85%
Service standard 2013/14
Planting (trees, shrubs, grass and plants) is properly maintained
100%
2012/23
100%
75%
80%
85%
Managing the neighbourhood well and presenting an area that is welcoming, safe, clean and tidy to residents and visitors alike is very important to us. We invest a lot of resources into our neighbourhood management service which includes, Housing Officers carrying out estate and block inspections to ensure standards are being met, a full time caretaker for each tower block to ensure that they
90%
95%
100%
are clean and well managed and a grounds maintenance team who look after all the open spaces in the area and a neighbourhood development team who look for new environmental initiatives such as the Miles Platting Community Gardens where residents can grow their own fruit and vegetables.
4
Changes to be made 2014/15 Tenant satisfaction
Anti-social behaviour
Adactus carry out a tenant satisfaction survey every year to measure how satisfied tenants are with the services we provide. In 2014/15 the length of the survey will be reduced to make it easier and less time consuming to complete. We will also remove some duplication as there are questions that we ask on the individual repairs satisfaction survey that were also asked in the annual tenant survey.
In order to further improve our management of Anti-Social Behaviour a specialist post has been created to deal with cases within Miles Platting. A Tenancy Enforcement and Support Officer will be in post in February 2015.
Welfare reform 2014/15 will see the introduction of Universal Credit in Manchester. Tenants claiming Universal Credit will no longer receive Housing Benefit but will receive the rent element of their benefit in their Universal Credit payment. Tenants will then have to pay their rent to Adactus. This is a big change for a lot of people and the Housing Team will be hard at work with tenants who will be affected by this change to make sure they understand the new system and what it means for them.
5
Complaints procedure We will also update our complaints procedure to reduce the number of stages in the procedure. The aim is to allow complaints to be dealt with more quickly and efficiently to resolve the complainants issue as soon as possible.