Summary Annual Report to Customers 2012-2013

2012 - 2013 SUMMARY ANNUAL REPORT TO CUSTOMERS This Annual Report Summary shows what we achieved in the last 12 months.

It is an opportunity to look back over the year and let you know how Orbit Heart of England is performing, where we are getting it right and where things need improving.

We continue to work hard towards better services by listening, learning and adapting.

We have been helped enormously by a lot of constructive customer involvement and feedback.

To view a full copy of the annual report, go to www.orbitheartofengland.org.uk

Key to performance figures Target achieved

Customer Service We are a Customer First organisation; that means putting you first in whatever we do.

Target was not achieved but performance was better than last year Target was not achieved

65%

of calls were answered within 20 seconds

91%

of customers are satisfied with the service they received from the Customer Service Centre

Complaints Complaints can often be a good thing. They help us to understand the customer experience and often highlight where services need to be improved.

‘What you complained about’ n Responsive repairs 75% n Non maintenance complaint 6% n Planned maintenance 4% n Staff complaint 3% n Gas servicing & breakdown 12%

Diversity ‘What we did as a result of your complaint’ n Corrective action taken 37% n Compensation payment made 54% n Advice provided to the customer 4% n No further action was required 4% n Miscellaneous 1%

We have a diverse customer population so it is important that we can respond to the broad range of needs, including those of our more vulnerable customers.

290

We changed the way we handled customer requests for adaptations to provide a consistent service across our region

adaptations made to customers’ homes, ranging from grab rails to wet rooms

68

99%

of complaints were formerly acknowledged within 3 calendar days

wet rooms installed

96%

of complaints were responded to within the timescales set

52%

of customers were satisfied with how we handled their complaint

Customer involvement We did a major review of the customer involvement service. As a result, we developed a new customer involvement offer which aims to involve customers in all service areas in different ways to suit their interests and time commitments.

84%

156

The number of actively involved customers

of involved customers were satisfied with Involvement News (target 85%)

99.5%

We hold information on the profile of 99.5% of our customers and demonstrate how we have used the information to improve our services

Planned works Responsive repairs

99.8%

A well-maintained house is important for the majority of our customers. Over 68,000 repairs were reported between April 2012 and March 2013.

85%

Our Decent Home Compliance has improved: 99.5% last year

•M ore than 1 in 5 of our repairs are treated as an emergency.

Customers who were satisfied with the quality of their home: a slight drop from 89% last year

• We increased appointments for repairs which are booked when you first report them.

• We improved our performance on delivering the annual gas service programme to over 10,500 properties through better scheduling and access arrangements.

711

Energy efficiency rating improved in 711 properties

• We undertook a major review of the repairs process, working across all teams who are involved from the Customer Service Centre to Property Matters.

81%

of customers were satisfied with the (planned) service they received

• We began to make improvements to how the Customer Service Centre diagnose repairs.

83%

of customers were satisfied with the responsive repairs service

89%

78%

of customers told us that an appointment was provided for their repair

of customers told us that their repair was finished on the first visit

Letting our homes Providing customers with a new home is a great part of our job. When it comes to letting our homes, we aim to be efficient, fast and fair, providing properties that are of a good standard and cleanliness.

500

Over 500 customers were supported by our Tenancy Support service

£850,000

86%

of customers were satisfied with their new home

22 days The average time taken to re-let our properties

Our Tenancy Support service managed to secure over £850,000 in financial gains for customers

75%

Overall satisfaction with Landlord Services (down from 82%)

Community investment We don’t just maintain and build homes; we build communities too. Our aim is to support and invest in communities to make them sustainable and thriving places where people want to live.

• We focussed on the four key themes of employability and skills, financial inclusions, young people and empowering independence.

• We invested nearly £940,000 in 50 separate community investment projects during the year. In addition, we brought in nearly £500,000 of external funding for various projects.

Rent and money We completed a major information campaign on Welfare Reform to improve customers’ awareness. We also introduced guidance to help customers understand whether they can afford to maintain their tenancy when they move into their new home.

200 200 customers provided with debt or money advice

Anti-Social Behaviour Last year, reports of Anti-Social Behaviour (ASB) on our estates and schemes increased from 252 to 299. That doesn’t necessarily mean that ASB is increasing but shows that customers are prepared to report problems and that our Community Housing Officers (CHOs) will take firmer action.

If you need this document in a different format (such as large print), please contact our Customer Service Centre on 0345 8 500 500 or email us at info@orbit.org.uk Orbit Heart of England 10 Greenhill Street Stratford-upon-Avon Warwickshire CV37 6LG 0345 8 500 500 www.orbitheartofengland.org.uk Heart of England Housing Association (exempt charity) Registered office: 10 Greenhill Street, Stratford-upon-Avon CV37 6LG Industrial and Provident number: 304466R Homes & Communities Agency registration number L4526

97%

of customers were contacted within timescales when reporting Anti-Social Behaviour

72%

of customers were satisfied with how their ASB case was handled