Residents Annual Report 2016

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

WELCOME TO THE 2016 RESIDENTS’ ANNUAL REPORT This report brings you fully up to date with Swan’s performance over the last year.

The highlights of last year include: • Retaining our Customer Service Excellence Accreditation with 14 Compliance Plus areas • Achieving our Equality and Diversity Network Accreditation • Investing £2.2m on planned improvements to our homes, 100% of which meet the Government’s Decent Homes Standard

• Met our customer satisfaction with repairs targets • Supported over 1,400 residents to meet the challenge of Welfare Reforms • 80 residents took part in our formal training activities • We received more compliments than complaints

We were also delighted to be recognised as one of the Sunday Times Top 100 Not for Profit Employers in the UK!

01

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

PERFORMANCE We compare our performance against 30 Registered Providers operating across Essex and East London.

In 2015/16 our performance was in the top quartile for:

Other siginificant performance results include:

• Days taken to re-let empty properties • Average time to complete a repair • Properties with a Gas Safety certificate • Rent arrears • Satisfaction with complaint handling • Satisfaction with quality of home

• Overall satisfaction with Supported Housing Service is 90.3% • Views taken into account from Supported Housing Service Users is 91.4% • There has been a 10% increase to 67% of residents feeling they have been listened to and their comments acted upon • Of 731 Estate inspections, 98% meet our ‘A’ standard quality.

We improved on: • Cost of housing management • Cost of estate services • Cost of rent collection

02

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

OUR REGULATORY STANDARDS This report sets out our performance against the Regulatory Standards set by our regulator, the Homes and Communities Agency.

These are: The Economic Standards • Governance and Financial Viability • Value for Money • Rent

The Consumer Standards • Resident Involvement and Empowerment • Home • Tenancy • Neighbourhood and Community

03

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

CUSTOMER SERVICE, CHOICE AND COMPLAINTS Information on our services is provided through our Service Standards and our Tenant and Leaseholder handbooks.

This year we reviewed our Tenants’ Handbook and carried out extensive consultation with residents to ensure it provided information that was appropriate and easy to understand.

We also used this opportunity to review our service standards and consolidated our existing standards into one, easy-to-read document.

The ‘Communicator’ newsletter is one of our key tools for communicating with you.

Three versions of this newsletter are produced, targeting residents in London, Essex, or those living in supported housing. It is also available digitally on Issuu so you can read it on your mobile phones or tablet.

Our newsletters and leaflets are reviewed by residents, with some local newsletters published bilingually, to assist residents who do not have English as their first language.

All our staff have access to Language Line and we hold a list of staff who are bilingual.

04

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

CUSTOMER SERVICE, CHOICE AND COMPLAINTS As well as our main Swan website, www.swan.org.uk, we support a dedicated residents’ website, web4residents.org.uk to encourage residents to access our communications online.

In Autumn 2015 we surveyed residents asking them how they currently access our services digitally and how they would like to do this in the future.

We received over 350 responses and are now working on how we can increase the digital choice for residents.

This year we combined our Complaints Policy and Customer Care Policy to reinforce the integral link between complaint handling and customer care. The new policy sets out how complaints can be made and how they will be dealt with.

Our customer feedback leaflet and complaints policy statement which sets out our approach is available in receptions. We also have an online form and a dedicated email address which is monitored centrally by our Business Improvement Team.

05

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

CUSTOMER SERVICE, CHOICE AND COMPLAINTS We understand that how we respond to complaints directly impacts on customer satisfaction. Therefore we ensure that all complaints are taken seriously and dealt with in a professional way.

Complaint handling satistfaction for 2015/16 was 75% and 68% for the outcome of the complaint. 92% of complaints were resolved at stage 1 and 99.5% at stage 2.

Information on complaints is published on www.swan.org.uk and our performance is benchmarked through HouseMark, with current results placing us in top quartile.

This year we received more compliments (233) than complaints (217)!

06

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

UNDERSTAND AND RESPOND TO THE DIVERSE NEEDS OF TENANTS We value diversity and are committed to promoting equality, community cohesion and social, digital and financial inclusion.

All our policies include a statement regarding equality and diversity and all services have an equality analysis undertaken and translation is provided when appropriate.

We have profile information on over 90% of residents living in our general needs housing.

This helps us to understand who lives in our homes and adapt our services accordingly.

Regular training on diversity is delivered by our Diversity Manager and our staff are empowered to support residents with their individual communication needs.

07

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

UNDERSTAND AND RESPOND TO THE DIVERSE NEEDS OF TENANTS A number of services have been developed that consider the diverse needs of our communities, procuring expertise to deliver tailored services where appropriate, such as the delivery of regular ESOL classes. We also provide a range of activities for our younger residents, including sports and dance classes, as well as our free Summer Scheme.

Swan’s Equality Scheme sets out our strategic approach to equality and diversity, and our annual Equality and Diversity report shows how we are doing this.

We were delighted to receive Housing Equality Network’s Accreditation this year for the way we promote equality and diversity.

08

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

01

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

GOVERNANCE AND FINANCIAL VIABILITY Our structure encourages residents to help Swan deliver the aims, objectives and intended outcomes for tenants and potential tenants in an effective, transparent and accountable manner.

Residents sit on the Operations Committee.

We facilitate a resident led Scrutiny Panel and the RCC structure provides residents with the opportunity to influence, scrutinise and hold us to account.

The Social Housing Regulator grades our governance and financial viability and we are pleased to have been awarded the highest ratings possible.

Swan’s Governance rating is G1.

This shows we are complying with the regulators governing documents and regulatory requirements and we have an effective risk management and internal controls framework.

Swan’s viability rating is V1.

This shows we have a robust and prudent business plan and our financial forecasts are based on reasonable assumptions.

09

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

02

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

VALUE FOR MONEY The Value for Money Standard sets out the expectations required of Swan. This includes taking a robust approach to decisions on how we use our resources and that we have a good understanding of our costs and the return on our assets.

Value for Money (VfM) is embedded in Swan’s operational activity and decision making. Our strategy clearly defines value and sets out how it will be achieved, monitored and measured.

Our annual VfM Self-Assessment provides the evidence necessary to demonstrate that Swan is successful in fulfilling the requirements of the Value for Money standard and is available on our website.

We appreciate that VfM should be considered in the context of meeting our overall objectives and, as such, we are structured to best deliver our mission ‘to deliver effective services, enterprising solutions and exemplary homes and communities’.

10

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

03

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

RENT We are required to charge rents in accordance with government regulations. This means our rents are set each year in-line with the Rent Standard as set by our Regulator.

For the year 2015/16 the standard set rent increases at the Consumer Price Index (CPI) plus 1%. This meant our rent increase for 2015 was 2.2%.

Last year we collected over 101% of the rent due, with this money being used to pay for the services we provide. This includes repairs and maintenance and the management of your tenancy.

11

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

04

5 Home

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

INVOLVEMENT AND EMPOWERMENT We have a dedicated Resident Involvement and Community Development Team working directly with residents and local communities to develop our services and increase service user engagement.

There are a range of opportunities for residents to get involved in, depending on how interested they are in influencing our services and how much time they have to spare.

Tier 2 – Formal e.g. Estate Inspections, Neighbourhood Agreement, Residents’ Association

We operate a three tiered system of resident involvement:

Tier 3 – Light touch Customer Feedback Panel, Focus Groups, Residents’ Conference

Tier 1 – Formal e.g. Operations Committee, Resident Consultative Committees, Scrutiny Panel

12

CASE STUDY

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

04

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

INVOLVEMENT AND EMPOWERMENT The Operations Committee and the Resident Consultative Committees (RCC) reviewed several key policies last year, including: Customer Care and Complaints, Tenancy Fraud, Allocations and Assisted Decorating.

Residents continue to be consulted on the review of the repairs service and they monitor the success of the improvements that have been implemented. Monthly meetings are held with residents and Axis to review performance and complaints.

At each RCC, residents are provided with an update on the implementation of the reviews they have been consulted on.

The Scrutiny Panel monitors and reviews our performance and service, enhancing the role of the RCC. Last year they reviewed our estate services and are working to identify areas to review for the coming year.

Last repair satisfaction surveys are used to monitor the service and to ensure that it is consistently delivered to a high standard.

The end of year satisfaction level with the last repair was 93%.

13

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

04

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

INVOLVEMENT AND EMPOWERMENT We offer a comprehensive training programme for residents, including vocational and formal courses. All courses are free and provide opportunities for residents to enhance their skills and gain accredited qualifications.

Courses include; basic repairs and decorating, managing finances, first aid, healthy eating, as well as placements to study towards a Chartered Institute of Housing qualification.

Last year 80 residents took part in our formal training.

14

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

05

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

HOME QUALITY OF ACCOMMODATION 100% of our homes meet the Government’s Decent Homes Standard and we adopted a Decent Homes PLUS standard for Swan.

Last year we installed 146 new kitchens, 33 new bathrooms, 171 new boilers and externally decorated 326 properties.

This has shorter time scales for kitchen and bathroom life cycles than those set

by Government.

Customer satisfaction with the overall quality of their home at year end was in the top quartile at 86%.

We have used more efficient loft insulation and carried out a number of environmental improvements. This work compliments Swan’s Asset Management Strategy which sets out our framework to maintain and improve the condition of our homes.

15

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

05

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

HOME REPAIRS AND MAINTENANCE We completed over 31,000 repairs, which included almost 5,000 emergency or immediate repairs. 100% of emergency repairs and 98% of standard repairs were completed in target.

The partnering contract with Axis Europe is managed through a range of contract monitoring and performance reviews through the use of a CORE Group led by key Swan and Axis Directors.

2015/6 has seen the action plan from our 2014/15 review of the repairs service embedded throughout the service.

They hold key operational meetings where officers and residents focus on individual areas such as repairs, gas, empty homes and planned maintenance.

100% of Swan properties had a valid gas safety certificate at the end of the year.

16

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

05

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

HOME Swan’s Executive Team oversees work relating to high risk activities such as Fire Risk Assessments, legionella control and asbestos.

We currently comply with all applicable maintenance legislation and regulations with respect to Health and Safety.

The Board receive a twice yearly report on Health and Safety compliance.

REGENERATION We have made great progress in our regeneration programmes in Basildon, Redbridge and Tower Hamlets and built 266 homes for rent and 144 for sale.

Last year our commercial activities generated over £10.5m of gift aid which has been reinvested in building homes and supporting our communities.

17

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

06

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

TENANCY ALLOCATIONS AND MUTUAL EXCHANGE Swan’s Allocations Policy is designed to ensure homes are let in a way that is fair and transparent. Priority is awarded based on household need and time waited, reflecting local authority policies whenever possible.

Our Allocations Policy is available on our website or on request and clearly sets out how priority is awarded for each band.

All our lets are monitored to ensure fairness and efficiency and last year, satisfaction with our lettings service was 89%.

Last year we introduced “anyday” tenancies to further improve our performance and we achieved an average re-let time of 14.5 days last year, putting us in the top quartile. A risk assessment is carried out on all new tenants and assistance (including financial) is given when appropriate.

Swan tenants can register for a mutual exchange online at www.homeswapper.co.uk for free.

In 2015/16 154 tenants swapped their home with another social tenant.

Satisfaction with our mutual exchange procedure for the year was 91%.

18

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

06

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

TENANCY TENURE Swan’s Tenancy Policy is available on our website or on request and sets out the tenancies we issue and under what circumstances.

Tenancies include assured, 5 year fixed-term and assured shorthold tenancies, depending on the type of home being offered and the applicant’s circumstances.

We aim to offer the most secure tenancy we can and use starter and 5 year fixed term tenancies for applicants who are new to social housing. This ensures that homes continue to be occupied by those who need them the most.

Swan’s Neighbourhood Management Policy sets out our approach to tenancy management, including tenancy sustainment and our Tenancy Fraud Policy sets out how we tackle tenancy fraud.

19

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

07

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

NEIGHBOURHOOD AND COMMUNITY We are committed to working in partnership with residents, other landlords and public bodies to enhance our neighbourhoods and communities.

We have worked with residents to provide action days that focus on dealing with local issues including estate clean ups and environmental improvements.

We are active members in a number of local authority led partnerships, including the East London Housing Partnership, Tower Hamlets Housing Forum, Thames Gateway South Essex Partnership and Essex Housing Officers Group.

We work strategically with the Police and Fire Services to improve the safety of residents

on our estates and we monitor and report all concerns of adult and children safeguarding to relevant social care agencies.

We have carried out a number of improvements to communal areas in partnership with residents and we have community garden projects in both Beechwood and Craylands as well as Bow Cross.

Our Essex based gardening competition continues to be a great success with more entries every year. This year it was extended to include Supported Housing residents.

20

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

07

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

NEIGHBOURHOOD AND COMMUNITY Our Resident Involvement and Community Development Team supports residents who wish to operate through Residents Associations and they can assist in arranging ad-hoc community events for our smaller estates.

We work closely with our partnering local authorities in the areas we are carrying out regeneration schemes, supporting both new and existing residents through the redevelopment process.

We have a Community Grant Fund to support local community groups in delivering activities from dancing lessons, joint working with local schools, pensioners lunches, community events and activities for BAME women.

We regularly attend multi-agency problem solving groups in all local authority areas where we have housing stock. We are a key partner at MARAC meetings to assist in the ongoing safety of victims of domestic abuse and hate crimes within our homes.

We work on a daily basis with local safer neighbourhood teams sharing knowledge and relevant information to take appropriate action and tackle issues on the ground.

Our Neighbourhood Teams allocated ÂŁ63K of funds to deal with local issues identified by residents via Estate Improvement Grants.

21

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

07

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

NEIGHBOURHOOD AND COMMUNITY Our estates and blocks are cleaned at least once a month. Formal inspections are carried out bi-monthly or when requested by residents and our Resident Inspectors also carry out regular spot check inspections over all areas.

SUPPORTED HOUSING We provide a range of support to over 350 residents, from young people in our foyers to older people in sheltered housing.

We agreed on an enhanced repair service for supported housing residents and increased the number of involved residents. We also took on the management of a further foyer – Heather Court in Havering.

ADDING VALUE We work closely with local organisations to maximise funding and deliver community initiatives that add value to residents’ lives. The Swan Foundation, www.swanfoundation.org.uk, is dedicated to improving people’s lives by building partnerships with local businesses and investing in communities.

Last year the Foundation awarded over £31k in grants to community groups. We have a robust approach to performance management and regularly publish our performance through ‘The Communicator’ and on www.swan.org.uk.

22

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

08

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

RESIDENTS’ DAY CASE STUDY 135 residents, board members and staff from Swan and Axis celebrated Swan’s annual Residents’ Day in June. The theme of the day was being “part of the team.”

Tabatha Mills (who last spoke at the Residents’ Day in 2013) spoke about how getting involved as a Swan resident has had a lasting impact on her life and how she is now employed by Swan as a Support Worker in our Foyers.

Another resident, Jo Alphous, Chair of the Scrutiny Panel, later revealed how being part of Swan’s team has enabled her to have a direct impact on scrutinising and improving the services residents receive.

23

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

08

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

RESIDENTS’ DAY CASE STUDY Everyone who attended the event was consulted about the new tenancy handbook that is given to residents when they sign up for a Swan home.

Maria, from Open Doors, spoke about Swan’s Resident Digital Champions and the support they provide to residents who need help to get online. She led an interactive session which demonstrated how being online can be useful and help everyone save money.

The fun ‘Techie Tea Party’ afternoon session, saw residents using tablets and mobile devices to discover things such as the cheapest holiday available, which led into discussions about the technology residents have and use at home.

The information gathered at the conference was used to help develop the Digital Access project, the results of which will be used to guide Swan’s digital policy.

24

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

08

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

VANGE JOB CLUB Our team have been delivering a weekly Vange “Back2Work” job club, which we have recently expanded into the local community hub at Vange Library.

Working in partnership with Essex County Council and Barnardo’s, we support residents by providing confidence building workshops, enhancing interview skills and offering a crèche facility.

To date over 150 job seekers have attended this initiative, with 33 known to have secured employment and at least 12 securing placements in training and apprenticeship schemes.

25

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

09

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

PERFORMANCE DATA Find out how we’ve performed.

REPAIRS

REPAIRS

2015/16

2014/15

TARGET

Standard repairs completed on time

98.5%

97.9%

98.5%

Emergency repairs completed on time

100%

99.9%

98.5%

Repair appointments that were kept

97%

96.9%

96%

Homes with a valid Gas Safety Certificate

100%

100%

100%

Satisfaction with the Repair Service

74%

66%

75%

26

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

09

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

PERFORMANCE DATA HOMES AND TENANCIES

HOMES AND TENANCIES

2015/16

2014/15

General needs stock

6711

6454

Average days to relet an empty home

14.5

17.1

Mutual Exchanges taken place

154

179

Tenants transferred

78

54

Households evicted

31

22

27

TARGET 16

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

09

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

PERFORMANCE DATA RENT

RENT AND INCOME COLLECTION Average rent Rental income owed in arrears Satisfied that rent provides Value for Money

28

2015/16

2014/15

TARGET

£120

£116

2.48%

2.6%

2.6%

77%

71.%

75%

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

09

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

PERFORMANCE DATA ANTI-SOCIAL BEHAVIOUR

ANTI-SOCIAL BEHAVIOUR

2015/16

Reports of Anti-Social Behaviour

226

Satisfied with how ASB report was dealt with

71%

29

2014/15

TARGET

76%

80%

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

09

5 Home

CASE STUDY

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

PERFORMANCE DATA CUSTOMER SERVICE

CUSTOMER SERVICE

2015/16

2014/15

Compliments received

233

201

Complaints received

217

671

Satisfied with handling of their complaint

75%

75%

78%

Views are taken into account and acted on

67%

57%

64%

Satisfied with the overall services provided

83.2%

74.6%

80%

30

TARGET

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

1

2

3

4

Governance and Financial Viability

Value for Money

Rent

Resident Involvement and Empowerment

09

5 Home

6

7

8

9

Tenancy

Neighbourhood & Community

Residents’ Day and Vange Job Club

Performance Data

PERFORMANCE DATA RESIDENT PROFILE

RESIDENT PROFILE

2015/16

2014/15

Head of household - BAME

26%

22%

Head of household - female

69%

68%

Head of household - disabled

17%

19%

Head of household - over 55yrs

25%

22%

Lets made to BAME households

29%

22%

31

CASE STUDY