Our Promise is our residents’ charter.

We worked with the #InfluenceUs volunteers and our Resident Committee to create ‘Our Promise’ which sets out what our residents should expect from ClwydAlyn.

We use Our Promise to measure our performance, drive service improvements and it makes us accountable to residents in an open and honest way.

We believe that home matters and a home should be more than just four walls and a roof. Our Promise sets out our commitment to deliver excellent services.

Make sure your home is safe, secure, and well-maintained.

99.9% of homes gas safety checked

99.9% of homes with a gas appliance have an in-date, accredited gas safety check.

100% of buildings fire risk compliant

100% of buildings have an in-date and compliant Fire Risk Assessment.

100% of homes meet the WHQ standard

100% of homes meet the Welsh Housing Quality (WHQ) Standard.

90% of residents are satisfied that their home is safe and secure

85% of residents satisfied

85% of our residents are satisfied with the quality of their home.

£3.5 Million

Spent on improving existing homes.

£5.7 Million

929 Existing homes Improved

£1.5 Million Spent on making homes safe.

£ £ £ £

Spent on repairs and maintaining homes.

142 A-rated gas boilers installed

136 Bathrooms upgraded 227 Kitchens upgraded

74 Water heating systems upgarded

24,810 Compliance safety certificates and home safety checks completed

Investing in existing homes

£3.5 Million

Spent on energy improvements to 929 homes

566 Residents saving up to £81.01 per year from energy improvements

279 tonnes Carbon Reduction per year by improving Home Efficiency

200 Homes with new windows and doors

150 Electric heating systems upgraded

270 Homes adapted to suit our residents needs.

Equivalent to 11,000 trees annual carbon intake

89% of residents are satisfied that their rent provides value for money.

Make sure your home is affordable and support you with income and welfare advice.

2021/22

Our affordable rent policy takes into consideration our resident’s views, circumstances, and income.

Creating a benchmark for all rents based on Joseph Rowntree Foundation’s Living rent model. This enables us to implement rent increases based on affordability. In our general needs and sheltered homes, we applied a rent increase based on only the Consumer Price Index (CPI) and froze rents for nearly 500 residents.

We work across 6 Local Authority areas for the homes under the rent regulation regime.

Local Housing Allowance based on rents for 2021/22:

11.14%

On average our rent is 11.14% cheaper than the Local Housing Allowance.

£ £ £ £

Local Housing Allowance (LHA) rates are used to calculate the amount of housing benefit (or the housing

element of

Universal Credit)

that can be paid to tenants in the private rented sector.

It is based on private market rents being paid by tenants in the broad rental market area and is limited by legislation.

We provide security to our residents, so they know they have a place to live.

100% of our general needs and sheltered homes have an assured tenancy.

2,163 Home visits completed by our housing officers

179

People welcomed into our supported living and homeless services

659

New residents welcomed

Helped 632 people gain

£858,360.62

In additional income through our welfare rights team

485 People supported

by our early intervention officers supporting first tenancies, missed payments and low-level arrears.

Our supported living schemes and services are designed to meet the needs of people who need additional support, such as people with mental health issues, addiction issues, people at risk of domestic violence or teenage parents.

“ I had no electric or gas on my meters and no food and we were going into a Bank holiday weekend with services closing down. Gafyn called Groundworks to see if a referral could be fast-tracked. They took the referral and processed it straight away. I was awarded £42 on both of my meters. Gafyn also managed to get me a food parcel as I was isolating with covid, so he arranged a delivery. I’m extremely grateful for his help as I was so hungry and was worried how I was going to manage over the weekend. Thank you.”

75% of residents are satisfied that their service charges provide value for money

We have been working with residents on value for money and what really matters to them. In response to resident feedback, we have made changes like reducing the frequency of the grounds maintenance service to reduce service charges.

Our management charge covers the administrative or management costs associated with delivering your services.

It covers things like the cost of procuring and managing contracts, housing and resident liaison and support, as well as the cost of administering invoices related to your home or communal areas. The rest of your service charge covers the actual cost of each service itself.

Provide excellent services and let you know how we are performing on essential maintenance, repairs and safety.

85% 85% of residents were happy with the overall service provided

21,474 Routine day-to-day repair jobs received

89% of jobs were completed on the first visit.

90% 90% of residents were satisfied with their new home

20,420 Routine day-to-day repair jobs completed

76% of residents were satisfied with the way ClwydAlyn deals with repairs and maintenance

4,952 emergency repairs completed in 24 hours

537 empty homes renovated

48 days was the average time to relet a home

We usually have between 1,000 & 1,500 open jobs on the system which is about 2½ to 3½ weeks of work. It helps us to plan ahead and balance the priority of different jobs with the right level of staff.

Our Contact Centre completed 2384 maintenance satisfaction calls last year following routine maintenance works and overall satisfaction was 89%.

59,227 calls received

90% of calls were answered… that’s

53,107

WHY DON’T WE ANSWER EVERY CALL?

While people are waiting, we remind them that they can use the residents’ portal instead of waiting. There are lots of reasons that people may hang up before we answer.

Every now and then some things affect our service times that are outside of our control.

Storm Arwen saw a huge increase in the number of customer contacts we received in November 2021. It also created a big increase in the number of jobs for our maintenance teams. We’ve also put more focus on our right first-time approach, which means we spend a little longer with customers at the start. This has lengthened our waiting times for some calls to be answered.

A resident wrote in to thank James Twisse, Electrician:

2.12 minutes was the average waiting time for calls to be answered

55% were within 40 seconds!

1,645 People registered for MyClwydAlyn our Residents’ Portal

750 People are using it each month… It’s the most popular way to pay rent!

“ During a maintenance visit from James, I asked him for a crash course in using my heaters. Since then, I’ve got them on for the minimum that suits me, which is plenty, so now my bills should really drop. James was excellent.”

A resident wrote in to thank Christopher Smales and Alexander Hall from the plumbing and heating team:

“The two people who attended are my ‘knights in shining armour’. They were very quick, very polite and were both delightful people. I’m eternally grateful to have my upstairs toilet back.”

In the last 12 months:

193 Concerns were raised through our complaints process

128 Were resolved immediately 53 Were resolved at stage 1 12 Were resolved at stage 2 7 Were considered by the Ombudsman

ZERO Complaints were upheld by the Ombudsman

82% of residents said they trust ClwydAlyn

68% of residents are satisfied with the opportunities given to participate in our decision-making processes

75% of residents are satisfied that we listen to your views and act upon them

We responded to 85% of stage 1 and 2 complaints within our stated timescale

24% were neither satisfied or disatisfied with the opportunities given to participate in our decision making

We responded to

100% of first contact complaints within our 5-day timescale

107 residents are part of our #InfluenceUs group and have taken part in 5 service reviews to help shape our services.

Including grounds maintenance, chargeable costs policy, DIY repairs service, complaints panel and residents’ portal.

#InfluenceUs was awarded 2nd place in Making Online EngagementTenant Work at the TPAS Good Practice Awards 2021.

GWOBRAU ARFER DA TPAS CYMRU 2021

Cydnabod cyflawniadau a rhannu arfer da

TPAS CYMRU GOOD PRACTICE AWARDS 2021 Recognising achievements & sharing good practice

TYSTYSGRIF CYDNABYDDIAETH / CERTIFICATE OF RECOGNITION