Tenants’ Report Everything you need to know about how we performed
2011
Contents Having Your Say and Getting Involved 04 Repairing and Maintaining Your Home 08 Quality Homes for You
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Your Home, Your Choice 16 Where You Live
18
Spending Your Money Wisely
20
How We Run Our Business
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How Did We Do?
24
Earlier this year we produced a report for tenants in which we explained how we planned to improve our services.
This annual report includes a progress report on these plans, plus some facts and figures about how we performed last year (April 2010-March 2011). We have taken some important steps to improve services and you will be able to see that we have improved our performance in some areas, for example, reducing the time we take to repair and relet properties. We know that there are some areas where we can still do better and hope to continue to work with you to ensure we provide a high standard of service to all our customers. We will be working hard with residents and other agencies over the next few months to continue to improve our services and will give you another progress report in 12 months time.
If you would like any more details about the services we mention in this report you can pick up one of our individual service leaflets from our offices, from the website www.shropshirehousing.org.uk or ring our Customer Services Team on 0300 303 1190 who will be pleased to help you.
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Having Your Say and Getting Involved Finding the best way to get your views heard
nant nd e T e Th ent a t m e v n l invo owerme emp andard st
Involvement and empowerment Our Plan: Provide a variety of ways for you to give your views and ideas on improving services Progress: We held our annual tenants fun day on 13th August. Many of our stands and activities involved tenants giving their views on our services. Our new ‘sounding boards’ for repairs and improvements and for housing and neighbourhood management have been set up. We held a focus group for HomePoint in August to gather views on the service from its users; from that came suggestions for clearer information on our property adverts.
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Our Plan: Provide training and information so that you are confident about getting involved Progress: We have arranged training for tenants about scrutiny. Training for our ‘sounding boards’ and for tenants who carry out surveys on our behalf is planned for the Autumn. Training for those who chair and are treasurers for residents groups has been organised.
Our Plan: Make sure that even if you live in more remote rural areas you will have the same chance of being involved in our work Progress: We provide transport to our resident events, for example to focus groups and the Fun Day. We try to arrange events at central and accessible venues. Our Plan: Provide opportunities for you to hold us to account and to compare us with other housing providers Progress: We provide some funding for the Consortium of Shropshire Tenants (COST). Some of our tenants attend COST meetings and this gives them a chance to compare their experiences with tenants of other landlords.
Understanding and responding to the diverse needs of our tenants Our Plan: Work with residents who represent neighbourhoods to listen to and feedback the differing views in that area Progress: We do this through our estate walkabouts and by listening to local residents groups – for instance, feedback about the state of some shared areas in Whitchurch led to a clean-up and creation of a planting and gardening area.
Our Plan: Be flexible about how we gather information from individuals, groups or events Progress: We use surveys, focus groups, fun days and estate walkabouts as well as listening to tenants who our staff meet every day. One of the most recent groups brought together tenants who had reported anti-social behaviour; they shared their experiences and suggested ways we could improve how we deal with anti social behaviour cases.
Our Plan: Keep information we hold up-to-date, to help us deliver services which meet individuals’ needs Progress: In the summer we launched our residents’ census which we are using to update information we hold. By mid August we had 800 returned forms. We plan to use the information gathered to help us plan future services, such as adaptations and support for tenants with disabilities or mobility problems.
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How do you know what we want?
We listen to your views and use them to help us improve services
Customer service and choice Our Plan: Continue to improve how we communicate with you Progress: We are exploring use of text messaging, for example, to remind tenants about overdue rent payments or appointments for repairs. Work has also started on a new website which should make information easy to find and services easier to use. Our Plan: Aim to deal with most of your enquiries when you first contact us Progress: Around 4 out of 5 telephone enquiries are currently being dealt with by the Customer Services Team when you first contact us.
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Our Plan: Improve information available on our websites and through other media Progress: Work has started on a new website which we hope to launch later this year. We have asked tenants for feedback on how we could improve our newsletters. Our Plan: We will explore where we may be able to offer you more choices Progress: Communal area standards are being developed which will offer residents a choice of service levels.
Our Plan: Where possible, contact you in the way you prefer, offering home visits or appointments at the office as well as phone calls, texts, emails and letters Progress: In the census we have asked you how you would prefer us to contact you. We will try to use your preferred method where we can.
Comments and complaints Our Plan: Improve the way we learn from complaints and will try to involve tenants in how we review them Progress: We have workshops every 3 months when managers look at what we can learn from complaints. We plan to consult you about how we can involve you too.
Our Plan: Keep you better informed about what action we take when you make comments and suggestions Progress: We provide some feedback in our newsletters and through these annual reports. Our resident involvement team has a target to feedback to those involved the actions agreed within 10 working days of a consultation event.
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Repairing and Maintaining Your Home Providing a reliable and responsive repairs service
The e Hom rd da Stan
Convenience & Quality Our Plan: Make appointments for repairs when you first contact us Progress: When you call us to order a repair, we now make appointments for the work to be done. You can choose from morning or afternoon appointments. We hope to introduce more time slots in the future. Our Plan: Make arrangements to remind customers of appointments Progress: We are investigating a texting service so that we can send reminders. Where texting is not suitable, we will telephone tenants with a reminder of the appointment.
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Our Plan: Develop a handyperson service for smaller jobs Progress: Funding has been agreed for a trial of this in the North of the County, which is due to begin in January 2012. More information outlining the type of service available will be on our website and in our newsletters. Our Plan: Complete repairs right first time Progress: We always try to make just one visit and complete repairs at that visit. This is not always possible, for example, where we need to order parts which we don’t normally hold on our vans.
Our Plan: Publicise how well we perform against our targets and other commitments each year Progress: We normally publicise this information in our Annual Report – See pages 24-27 ‘How Did We Do?’
We will make an appointment with you when you report a repair.
When will my repair be done?
Responsive repairs Our Plan: Aim to attend to all emergencies within 2 hours – if we can’t fix it we will make it safe and finish the repair within 24 hours Progress: In 2010-11 over 98% of all our emergency repairs were completed in our target time - in the first 3 months of 2011-12 99% were completed in target time. Our Plan: Aim to carry out urgent repairs within 3 days Progress: In 2010-11 around 94% of our urgent repairs were completed in our target time. In the first 3 months of 2011-12 96.5% were completed in target time.
Our Plan: Aim to carry out non-urgent repairs within 21 days Progress: In 2010-11 around 89% of our non-urgent repairs were completed in our target time. In the first 3 months of 2011-12 91% were completed in target time. Our Plan: Carry out some repairs in batches to ensure we get value for money Progress: We have introduced a 45 day category for the kind of jobs that are best done in small batches, such as fencing and paving.
Our Plan: Aim to keep our high levels of customer satisfaction. We’ll use a mixture of surveys and inspections to check this out Progress: Our major survey last year showed that satisfaction with the repairs and maintenance service had improved at both SSHA & MMHA compared with 2 years ago. We are reviewing our surveys at the moment to make sure we get useful information from them and help us to continue to provide a service that you are happy with.
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Regular servicing Our Plan: Service heating systems and appliances each year to ensure you remain safe in your home Progress: We have an annual servicing programme for gas, solid fuel and oil central heating systems. There is no extra charge on top of your rent for this servicing. Our Plan: Regularly service emergency lighting, fire equipment, door entry systems, lifts, fire alarms and CCTV installations Progress: We have servicing arrangements for these too. Our new contract for lift servicing includes servicing of stair lifts.
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Our Plan: Carry out other surveys periodically, for example, to check for asbestos, to ensure we identify any hazards in your home Progress: We carry out asbestos checks before improvement works and on all empty homes built before 2000. Where asbestos is found it is removed, or recorded, and new tenants are made aware of where any identified asbestos is located.
Repairing empty homes Our Plan: Upgrade empty homes to a ‘tenant approved’ standard Progress: All empty homes that are ready to relet are inspected and, if necessary, repaired to meet our ‘tenant approved’ standard. Last year we relet around 300 homes. Our Plan: Continue to involve tenants in checking the quality of our work on empty homes Progress: Tenants carry out inspections on a sample of our vacant properties. They use our agreed standard and check that this has been achieved.
Our Plan: Continue to ask new tenants what they think about their new home and act on the best suggestions Progress: We carry out surveys with new tenants to find out their views. If there are any issues raised by new tenants, actions are agreed to deal with them by our monthly performance management group.
Our Plan: Monitor the costs of repairing empty homes whilst keeping to our agreed standard Progress: We have always monitored the cost of repairing empty homes. Recently we have started to compare these costs across the Group and with other associations to see whether we can cut our costs without cutting standards.
Our Plan: Repair and relet empty properties promptly, setting target times each year Progress: Last year we cut the time we took to repair and relet empty homes. In 2009/10 our average turnaround time across the whole group was 40.9 days, in 2010/11 it was 26.5 days. In the first few months of 2011/12 it was 25.3 days.
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Quality Homes for You Providing homes you can be proud of
The e Hom rd da Stan
Improvements to your home Our Plan: Maintain your home above the national standard Progress: We are going to produce a new Shropshire Housing Group standard for our homes this year – tenants will be involved in developing this. We hope to start implementing the new standard in 2013. Our Plan: Encourage feedback to improve our service and the homes we provide Progress: We regularly set up scheme specific consultation meetings with tenants before improvement work starts. A recent example is meetings held about external insulation in Craven Arms.
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Our Plan: Promote health and safety to our contractors and ensure that they work safely in your homes Progress: Wherever we have work being done we carry out regular site safety checks. These are recorded and reported at contract progress meetings which tenants attend.
Our Plan: Work with you to improve the information we give you about our investment plans for your homes and neighbourhoods Progress: We have recently agreed a 2 year investment plan for SSHA, having consulted TASS. Meanwhile we are working to complete the promised work for MMHA tenants. From 2013 a joint investment plan will be agreed and publicised.
Our Plan: Continue to give you a choice of layout and style of products we fit into your home Progress: Tenants have been involved with choosing door colours and styles kitchen colours and styles from The Central Housing Consortium (CHIC). Some of our tenants are also on the CHIC materials contract panel, involved in planning and choosing contracts, contractors and suppliers. Our Plan: Involve you more in the planning and implementation of our improvement works programmes Progress: Tenants are involved with contract selection, contract monitoring and scheme specific design. We plan to involve more tenants in this through our new sounding board.
Our Plan: Involve you in quality checks on improvement works Progress: We continue to carry out follow-up surveys after improvement work has been completed. Although occasionally these do highlight problems, we have found that most tenants are satisfied with the work that has been done. Our Plan: Publicise our plans for investment each year Progress: Our 2 year investment plan for SSHA was publicised in The Key this summer.
Our Plan: Continue to explore and fit ‘greener’ and more efficient heating systems to help protect the environment and reduce residents’ bills Progress: We have continued to explore and develop ‘greener’ heating systems in our new and existing homes. We have just identified 2 properties where pilot projects will be carried out to improve the energy efficiency of older existing homes, helping to reducing carbon emissions and provide homes which are easier to heat.
As we come to the last year of the initial 5 year programme at MMHA, tenants are advised about when work will be carried out in their home.
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New homes Our Plan: Involve you in the design of homes that are built near where you live Progress: Our latest scheme, Ley Gardens in Church Stretton, involved extensive discussions with the Town Council, residents in Windsor Place who were to move into the new scheme and with the wider community. Residents were also consulted about the internal furnishing and decoration. Our Plan: Aim to build homes for rent to help those who can’t afford to buy Progress: We completed 35 new homes in 2010-11. Our new scheme for older people at Church Stretton provides another 38 and we are currently building 7 more homes in Claverley.
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Our Plan: Aim to build homes for full and shared ownership for those who want to buy their home Progress: Six of the homes we completed last year were for sharedownership. 8 of the homes at Ley Gardens and 2 of those being built at Claverley are for shared ownership. Our Plan: Involve local communities in shaping our plans for new homes Progress: All our new build schemes involve the local community in one way or another. The development at Claverley is the result of a successful partnership with the Parish Council which was involved from the planning stage to the selection of building materials to make sure the project is in keeping with local environment.
Our Plan: Ask new occupiers how happy they are with their new home and how we could improve new developments Progress: We ask new occupiers what they think of their new homes – where possible we use their ideas for future new build projects. We plan to consult our shared owners later in the year about how we can improve our services to them. Our Plan: Let you know our plans for new homes each year Progress: We have just heard what Government grant funding we can have for the next 4 years and are starting to plan what and where we can build. When these plans are further developed we will let you know.
Adaptations Our Plan: Work with you and your Local Authority to provide adaptations to meet your needs Progress: Last year we spent over ÂŁ1.2million on adaptations to help support our tenants to remain living independently in their homes. Our staff attend and chair the Countywide adaptations forum. This group monitors progress with a joint plan to improve services to residents across Shropshire. Its first task was to agree a common approach; the group is now looking at practical ways to make it easier for residents to get the adaptations and equipment they need.
Our Plan: Improve servicing arrangements for adaptations Progress: Our new contract for lift servicing includes servicing of stair lifts. We are also negotiating arrangements for re-using stair lifts through the Central Housing Investment Consortium (CHIC). This will help save money and ensure people who need them get stair lifts promptly.
Our Plan: Advertise adapted properties through Shropshire HomePoint to ensure that we make the best possible use of our homes to meet your needs Progress: We are working to improve information about available homes and to match these better with those who need adaptations.
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Your Home, Your Choice
The ncy Tena ard d Stan
Making the right moves Allocations Our Plan: Encourage more landlords to join Shropshire HomePoint so that applicants have more choice Progress: 5 more landlords are now using the scheme, making 13 advertising properties through Homepoint. Our Plan: Provide more general information to you about who we house Progress: We provide information in the Homepoint newsletters on how many applicants have been housed by area, priority banding and property type.
Rents Our Plan: Provide help to those who want to move to a smaller or more manageable home Progress: We have recently identified two tenants living in family homes and wish to move to a smaller home. They were helped with Homepoint applications and homes identified for them. Financial help is also available for this type of move. Our Plan: We will improve information to Shropshire HomePoint users for example applications will be registered and an acknowledgment sent to the applicant Progress: We have produced an easy to read user guide to Homepoint, which is sent out with all applications. The guide is also on the Homepoint website.
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Our Plan: If you miss rent payments we will contact you promptly to help prevent arrears and agree manageable repayments Progress: We now contact tenants who get behind with their rent payments sooner and reach payment agreements with them at an earlier stage, before arrears have got out of hand. Our Plan: Use the phone more as a method of contact Progress: We update our records while discussing arrears, updating contact numbers and household details when you tell us about them.
Your Tenancy Our Plan: Treat every case based on individual circumstances Progress: While we have agreed procedures that guide how we deal with rent arrears, we understand that each person is unique and has different issues and circumstances. We try to give you advice based on your particular situation. Our Plan: Work with partner agencies to provide debt advice to tenants with rent arrears Progress: With your permission, we will pass your contact details to the Citizen’s Advice Bureau and local Benefits departments to help resolve debt problems. We have arrangements with the JUST credit union for weekly drop-ins at both of our offices.
Our Plan: Consider incentives for people who have a clear rent account Progress: We have consulted some tenants about this but need to do some more consultation before deciding whether or not to go ahead with this idea.
Our Plan: Keep you updated with changes that will affect your tenancy Progress: We have put articles in the tenants’ newsletters which explain future benefit changes which may affect your tenancy. Our Plan: Aim to visit all our tenants over a 3 year period Progress: We have started a programme of tenancy visits. By mid August around 730 had been completed. As a result of the visits we have been able to identify 48 tenants who need adaptations or equipment to help them live independently and 72 tenants have been referred to our housing support officers or other agencies to provide help and advice on a range of issues.
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Where You Live
The oods ourh ities b h g Nei ommun and Cstandard
Creating safer, cleaner and greener neighbourhoods Neighbourhoods Our Plan: Expand our regular neighbourhood walkabouts in your community Progress: We have extended the number of areas in which we do neighbourhood walkabouts. Our Plan: Publicise the dates and outcomes of the walkabouts Progress: Dates of walkabouts are now advertised on our website and in the local community. We publicise action taken and the results to the local community using posters.
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Service Charges Our Plan: Agree standards appropriate to your neighbourhood including standards for the upkeep of green areas Progress: We now use an agreed grading system to ensure that neighbourhoods meet the required standards – the standard is based on the national ‘Cleaner Safer Greener’ standards.
Our Plan: Work towards making statements clear to everyone so that you know what services you are paying for Progress: Our statements have not changed yet – we plan to hold a focus group for those who pay service charges to ask how statements can be clearer before changes are made. Our Plan: Consult with you to create a ‘menu’ of choice that covers services provided to shared areas Progress: Our consultation with residents is due to start in September 2011 – based on 3-4 different levels of service from which tenants could choose.
Anti-social behaviour Our Plan: Respond to the most serious incidents within 1 working day Progress: Target response times are built into our new anti social behaviour reporting system. Our Plan: Improve how we monitor and handle reports of anti social behaviour Progress: Our new reporting system helps us to check that we are meeting our targets and dealing with cases effectively. Our Plan: Provide advice and guidance to tackle the problem Progress: In several cases we have worked with other agencies, for example to provide extra support for individuals or to help set up Neighbourhood Watch Schemes.
Our Plan: Keep you informed of the progress of your case Progress: If you have reported anti-social behaviour we keep you up to date with the action being taken to resolve it – our reporting system includes prompts for when updates are due. Our Plan: Let you know the outcomes of cases Progress: We tell everyone directly involved what action has been taken. We also carry out surveys to check how you think reports have been handled. In the most serious cases, we use the local press to publicise to the wider community what has been done to deal with the situation.
Our Plan: Arrange for specialist agencies to provide help and support where appropriate Progress: We helped to fund the newly formed Countywide anti-social behaviour team and work with this team to help resolve complex cases. Our Plan: Use mediation more to resolve disputes and have trained staff to do this Progress: Two of our staff are training to become professional mediators. We have also used independent mediators to help resolve some cases.
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Spending Your Money Wisely Our Plan: Improve and simplify the way in which we get feedback from you with fewer but more effective surveys Progress: We are currently looking at ways to do this whilst making sure that we still give you plenty of opportunities to give us your views on our services. Our Plan: Set clear targets each year for each department setting out the efficiencies we wish to achieve Progress: We have discussed options at our value for money working group. We plan to set efficiency targets that will enable us to spend savings on a specific project or service improvement.
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Our Plan: Focus our attention on the three top priorities the Value For Money Focus Group set out: • P roviding new homes We have been told by the Government how much grant funding for new build we can have for the next 4 years. We are developing plans to build around 33 new homes initially and exploring ways to fund more, to meet the Group’s aim to build 200 homes. • C ontinuing to invest in our existing homes In 2010-11 we invested over £7m improving homes. Much of this investment was on improved heating systems and insulation which should help make homes more affordable to heat.
alue The v oney for m dard stan
• P utting more money into face to face housing services TRL made a small profit in 2010-11 – this is being ploughed back into the service to help us to make further improvements. A small increase in staffing in the neighbourhoods team has also been agreed to help our work on prevention and recovery of rent.
Our Plan: Work harder to engage with younger tenants and home owners, so we understand what matters to them Progress: We are developing different ways to get feedback to make sure younger tenants can give their views. Part of our website upgrade will help enable us to gather comments through a tenants forum.
Our Plan: Look to work in partnership with other housing providers to save money Progress: We have just got to the end of a purchasing project through the Central Housing Investment Consortium (CHIC). This is a partnership with 8 housing providers, managing 50,000 homes. We anticipate that this will result in major savings in, for example, bulk buying of kitchen units. We’ll be able to update you on the savings we make in next year’s report.
Our Plan: To produce more relevant performance information and statistics to share with residents Progress: Have a look at the ‘how did we do?’ section in this report on pages 24-27. If you want to know other information about our services or think we can show or explain the information more clearly then let us know.
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How We Run Our Business
The and e nanc ability r e v Go ial vi nc Fina standard
Ensuring we’re run well
Our Plan: Continue to follow the code ‘Excellence in Governance’ Progress: We carried out our annual self-assessment in May to check that we comply with this good practice. Our Plan: Provide clearer and more regular information about our performance Progress: We have started to include snapshots of performance information in our tenants’ newsletters. We want to be open and honest about how we are performing, what we do well and where we can improve.
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Our Plan: Set up clear ways by which tenants can scrutinise our performance Progress: We are in the middle of consultation about how we develop tenant involvement in scrutinising our performance. Our proposals will be complete in the autumn and publicised in the newsletter. Our Plan: Promote how tenants can get involved in running the organisation Progress: We are continuing with our regular publicity about how tenants can become involved, whether through focus groups, residents groups or by becoming a Board member.
Our Plan: Arrange opportunities for tenants to meet and question Board members and senior staff Progress: Senior staff and Board members attended the Corporate Plan launch in July and the Fun day in August. Members of TASS and TARCA were able to question our Chair and Chief Executive about the Group’s plans for the future.
Exec Team
Martin Holland (Chief Executive)
Niki Talbot (Resources Director)
Paul Sutton (Executive Director for Assets and Development )
Ann Sutcliffe (Executive Director Neighbourhoods)
Jen Hayball (Assistant Director Performance and Governance)
Chairs of Boards
Shena Latto (Chair of SH Board)
Neville Stephens (Chair of SSHA Board)
John Stringer Gordon Hodgkiss (Chair of MMHA Board) (Chair of TRL Board)
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How Did We Do? Average Weekly Rent SSHA (31.03.11)
Average Weekly Rent MMHA (31.03.11)
Bedsit
1 Bedroom
2 Bedrooms
3 Bedrooms
£47.95 £58.68 £65.82 £71.98
4+ Bedrooms
£76.16
Number of Homes Owned MMHA (31.03.11)
Bedsit
30
1 Bedroom
497
2 Bedrooms
739
3 Bedrooms
979
4+ Bedrooms
56
Type of Letting MMHA (2010-2011)
Waiting list
135
24
Exchange
18
Transfer
17
Bedsit
1 Bedroom
2 Bedrooms
3 Bedrooms
£53.58 £63.15 £74.16 £81.57
4+ Bedrooms
£86.59
Number of Homes Owned SSHA (31.03.11)
Bedsit
34
1 Bedroom
412
2 Bedrooms
687
3 Bedrooms
903
4+ Bedrooms
28
Type of Letting SSHA (2010-2011)
Shared Ownership
0
Waiting list
149
Exchange
11
Transfer
32
Shared Ownership
17
Rents MMHA
Rents SSHA
Current tenants owing MMHA
Current tenants owing SSHA
As a % of annual rental income
As a % of annual rental income
31.03.10
2.22%
£177,684.00
31.03.11
31.03.10
2.72%
3.12%
£216,500.00
£271,902.00
31.03.11
3.50%
£301,251.85
Former tenants owing MMHA
Former tenants owing SSHA
As a % of annual rental income
As a % of annual rental income
31.03.10
1.36%
£118,143.00
31.03.11
829
2.25%
£171,008.00
Number of tenants in arrears MMHA
31.03.10
31.03.10
1.86%
£182,699.00
It’s great news that the number of tenants in arrears has fallen since last year. We are obviously disappointed that the amount owed went up last year but we are working hard with tenants to reduce the amount of rent owed with early action and good advice on debts and payment Ann Sutcliffe, Executive Director, Neighbourhoods
31.03.11
2.32%
£217,338.00
Number of tenants in arrears SSHA
31.03.11
734
(This means tenants who owe anything from a few pounds upwards)
31.03.10
789
31.03.11
673
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Repairs Repairs done in target time Emergency – 2 hours to make safe, 24 hours to complete, Urgent – 3 days, Non-urgent – 21 days
Repairs MMHA
Repairs SSHA
Emergency
Urgent
Non-urgent
Emergency
Urgent
Non-Urgent
2009/2010
2009/2010
2009/2010
2009/2010
2009/2010
2009/2010
97%
95%
92%
100%
97%
95%
Most repairs have been completed in our target times – which I’m sure has contributed to the high levels of customer satisfaction we have with the service. We were of course disappointed that our performance last year wasn’t quite as good as the year before. The severe winter weather in December and the need to reorganise the service and introduce new computer systems for repairs by appointment contributed to this, but we think the change was needed, and are confident that we can now provide an even better repairs service for tenants Paul Sutton, Executive Director, Assets and Development
Emergency
Urgent
Non-urgent
Emergency
Urgent
Non-Urgent
2010/2011
2010/2011
2010/2011
2010/2011
2010/2011
2010/2011
98%
26
92%
86%
98%
94%
91%
Relet Times Relet Times MMHA
Relet Times SSHA
2009/2010
2010/2011
2009/2010
2010/2011
days
days
days
days
27.7
23.9
51.1
27.5
Paul Sutton, Executive Director, Assets and Development
Gas Servicing Properties with current safety certificate MMHA
31.03.10
99.9%
It’s good news for everyone that we have been able to cut the time we take to repair and relet homes. We continue to let homes to the standard agreed with tenants and where we have taken longer than our target time, it has usually been due to where specific homes are located rather than any delays in work to the property
31.03.11
99.9%
Properties with current safety certificate SSHA
31.03.10
95.3%
31.03.11
99.7%
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Equal Opportunities statement We recognise the damage that disadvantage and discrimination can cause. We are committed to equal opportunities and will take positive steps to ensure that you will not be treated less favourably than anyone else in your dealings with us because of race, religion, gender, marital status, sexual orientation, disability or age.
Do you want to get involved?
Get involved to help us to improve our services and neighbourhoods!
The Gateway, The Auction Yard, Craven Arms, Shropshire SY7 9BW Tel: 0300 303 1190 Email: info@sshropsha.co.uk
Talbot House, High Street, Wem SY4 5AA Freephone: 0800 434 6289 Tel: 0300 303 1190 Email: enquiries@mmha.org.uk
Interested? Getting involved doesn’t have to mean committing yourself to attending lots of long meetings, you can get involved in other ways. If you want to know more about having your say then contact our Resident Involvement Team on 0300 303 1190.