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MPtenants’ annualrepor t 2014/15
Front cover artwork by Jack Lloyd
Table of contents pages
Our performance 2014/15:
1- 4
Tenancy services
1
Tenant satisfaction
2
Repairs
2
Planned maintenance
3
Neighbourhood development
3
Environmental management
4
Changes to be made in 2015/2016: Welfare reform Resident Involvment
5
Under our contract with Manchester City Council our performance on key indicators is monitored against set service standards.
Performance is summarised in the table below.
Tenancy services Our performance
Key performance indicator
Performance (2013/14)
Performance (2014/15)
Service standard
% of telephone calls answered
98.3%
98.5
95%
% of telephone calls answered within 15 seconds
97.8%
97.5%
85%
Number of complaints dealt with
6
4
NA
% of complaints answered within published timescales
100%
100%
90%
Number of properties re-let
96
106
NA
Average re-let time in days
18.65 days
22 days
40 days
Rent collected
99.7%
100%
99%
% of ASB cases dealt with within
100%
100%
95%
The Adactus Housing Office is on Oldham Road in Miles Platting. In 2014/15 we have dealt with 16,754 enquiries from tenants visiting the office while 15,554 additional enquiries have been dealt with over the phone.
Rent collection remains above target even with the introduction of the Under Occupancy Charge in April 2013.
In 2014/15 we re-let 106 properties compared with 96 properties in 2013/14. The properties were vacant for no longer than 21.9 days (0.47% void loss).
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Tenant satisfaction Our performance
Every year we send a satisfaction questionnaire to every resident in the area. We ask for 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. When we first asked this question in 2008, satisfaction was at 63.1%.
Service standard 2013/14
85% Overall satisfaction with the service provided
93.5% 94%
2014/15 Service standard 2013/14
60% Overall satisfaction with opportunities for resident involvement
87%
82%
2014/15
50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%
Repairs Our performance Our repairs performance is very important to our tenants and we strive to provide an excellent service. We carry out repairs using our own skilled maintenance operatives. This helps keep satisfaction with our repairs service high.
84%
Service standard 2013/14 2014/15
Level of repairs satisfaction
98.8% 97.7%
Service standard 2013/14 2014/15 Service standard 2013/14 2014/15
93% 98.7% 97.6%
% of repairs completed on time 85% % of repairs completed at first visit
98.5% 93.5%
Service standard 2013/14 2014/15 75% Page 2
% of repairs where appointments have been made and kept
80%
85%
90%
95% 97.4% 98.3% 95%
100%
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.
Service standard 2013/14
83%
% of tenants satisfied with planned works
99.6% 99.9%
2014/15 Service standard
83%
% of planned maintenance works 2013/14 completed on time
100%
2014/15
100%
75%
80%
85%
90%
95%
100%
Neighbourhood Development Key outcomes
Project
Key outcomes
Miles Platting Work Club
357 visits to the Work Club with 34 individuals securing work in the year.
Miles Platting Community Gardens
All raised beds fully allocated to individual growers.
Miles Platting You Decide
Over £15,000 awarded to 7 local groups for community projects in Miles Platting.
Healthy Living Sessions
£5,000 grant from PFI funders RMPL used to deliver a series of healthy living activities across the area.
City in the Community KICKS programme
135 weekly football training sessions for 6-14 year olds held at Parkview School with over 400 contacts.
Miles Platting – You Decide
Annual Sports Day, Summer festival and Christmas events organised.
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Environmental management Our performance
Service standard 2013/14
80% 100%
Open spaces kept clean and tidy
2014/15
100%
Service standard 2013/14
90%
Graffiti removed within 2 days
100%
2014/15
100%
90%
Service standard 2013/14
Racist graffiti removed within 1 day
100% 100%
2014/15
85%
Service standard 2013/14
Planting (trees, shrubs, grass and plants) is properly maintained
100%
2014/15
75%
100%
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, including Housing Officers carrying out estate and block inspections to ensure standards are being met, a full time caretaker for each tower block so that they remain clean and well managed, a grounds maintenance team who look
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90%
95%
100%
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.
Changes to be made 2015/16
Welfare reform
Resident Involvement
In October 2015 Personal Independence Payment (PIP) replaced Disability Living Allowance. Personal Independence Payment (PIP) is a benefit for people who have a long-term health condition or disability. It replaces Disability Living Allowance (DLA) for people aged 16 to 64. If you are already getting DLA, your claim will not automatically be transferred to PIP - you will have to make a new claim.
The Resident Involvement team is now part of the Adactus Group “Breathe�, who incorporate community/ neighbourhood development, energy efficiency, environmental projects and employment & skills.
The following benefit changes are set to take place in 2016, some may be subject to change or approval:
Incorporating employment and skills in our neighbourhood work helps create sustainable communities, improving the prospect for work and ultimately the lives of our residents. Energy efficiency advice will help keep homes warmer whilst saving residents money on their energy bills.
1. Benefit and Tax Credit rates frozen. 2. Benefit cap reduced. 3. Housing Benefit backdating will be reduced so that new claims from working age claimants will be backdated for a maximum of one month. 4. People reaching pension age from 6 April 2016 a new State Pension is being introduced to replace the basic State Pension and State Second Pension. This affects all women born on or after 6 April 1953 and all men born on or after 6 April 1951. 5. From April 2016 the amount you can earn without your Universal Credit being affected, has been reduced.
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