Fix my home Performance
7416 Repairs we’ve completed
Satisfaction
9.5 out of 10
is the score residents gave us for the repair service they received
% 64%
days 17
Repairs fully complete on our first visit
6-10 days 11-15 days 16+ days
The average days we took to complete a repair
Feedback from residents What residents like The quality of work | Polite and friendly operative | That repairs stay fixed What residents want to see improved Repairs completed faster | Easier to report repairs | More repairs to stay fixed
You told us that you wanted it to be easier to report repairs. In response we’ve been working hard to ensure that it’s easy to call us and make arrangements for repairs to be carried out. We have tried new ways of managing our workload to make sure any time spent waiting on the phone during busy periods is kept to a minimum. As a result of this, things have improved during our busiest time of the year- just after the Christmas holidays. We are continuing to focus on this in the coming summer months.
0-5 days
Complaints
24
complaints out of
7416 repairs completed
Which is about one complaint for every 310 repairs completed
You have also told us that it really matters that we finish repairs within a reasonable period of time. So to do this, we’ve tried new ways of managing the work load of staff who carry out repairs. These staff now have more flexibility to arrange their work schedules so they can come back quickly and complete work they started. We’ve seen good results and will continue to develop this approach in other areas, so the benefits can be felt by everyone.
Quarter 1 (January - March 2016)
Help me pay Performance
1253 Tenancies not in an arrangement to pay off their arrears
We helped residents to: furnish their home
manage their money and apply for the right benefits appeal decisions to end benefit payments
TENANCY
Tenancies paying their rent on time or paying off their arrears
The number of evictions because of rent arrears
Residents paying by Direct Debit
Complaints
3000
Residents
Support
ONE
89%
2500
0
2000 1500 1000
Complaints
500 0
Jan
Feb
Mar
Direct Debit is the easiest way to pay, with payments taken from your bank 50 account on a fixed weekly or monthly 40 date that’s most suitable for you, so 30 you don’t have to worry!
out of
1253 tenancies in arrears
20 10 0
Jan
When it comes to paying your rent, you told us it was important that we understood your situation, helped quickly and gave you clear and accurate information. We know that changes in income and Housing Benefit can be stressful. So we’re working with residents to support them in the move to receiving Housing Benefit directly, as well as helping people to set up Direct Debits to make budgeting easier.
Feb
Mar
We know that simply doing things for you is not what you want, which is why we are working with residents to support and enable them to take control of their own finances. We have, and continue to, provide in-depth financial support to over 100 residents at any one point in time. So if you need help with managing your money, please get in touch by calling us on 0800 052 2526 or speak to your Housing Officer.
Quarter 1 (January - March 2016)
I want a home Performance General needs
Extra Care
50 40
days
199
Retirement
30 20 10
50
Homes we’ve let
40 30
0
On average it takes 40 days to let a property and support residents to set up a home
53%
of the time, the home is suitable for the first person who views it
20 10 0
Satisfaction
9.3 out of 10
is the score residents gave us about our service when finding them a home
Feedback from residents What residents like The help and support provided | The features of their home | The Location of their home What residents want to see improved Repairs completed faster | Cleaner properties | Given a little more time to move
Complaints
1
complaint out of
199 homes let
You told us that when it comes to finding a home, understanding what makes the property right for you is important.
regarding a potential property, so we both have time to make sure everything is in place for a successful tenancy in the long term.
As a result, we have changed the way we go about meeting new applicants - we look to get to know you and help you to get to know us as a landlord. This enables us both to understand if the property available will be suitable for your needs.
We have seen that bringing together the incoming and outgoing residents also works, as often people make agreements between themselves about items in the property and the incoming person can find out more about living in the area.
You also told us that you don’t want to feel rushed into a decision. We aim to ensure that people get as much notice as possible
We will continue to use satisfaction surveys with our new residents to make sure we understand what matters to residents.
Quarter 1 (January - March 2016)
!
@ $%&
Anti-social behaviour
$%&
@!
Performance
57
NOISE
72
ANIMAL NUISANCE THREATENING BEHAVIOUR
Anti-social behaviour cases we opened or reopened
Satisfaction
7.4 out of 10
is the score residents gave us for the antisocial behaviour support they received
Anti-social behaviour cases we resolved
Most common anti- social behaviour issues
Feedback from residents What residents like Speaking to the right person to discuss their ASB issue | That we take into account personal circumstances | The speedy response What residents want to see improved More action to resolve cases | Providing more updates on the case
We are working with residents to ensure that our role in supporting you to address anti-social behaviour in your community is clear and effective, and to encourage you to discuss and resolve issues. We continue to work closely with other agencies, such as the police and social services, to tackle wider or more serious problems. You told us that being able to speak to
Complaints
1
complaint out of
57
anti-social behaviour cases reported
the right person and us understanding your personal circumstances are important to you. Your Housing Officer is the first person you should speak to if you do have any problems, and they will work with you to understand and help you resolve the issues. In the first three months of this year we helped resolve 12 anti-social behaviour complaints by bringing people together.
Quarter 1 (January - March 2016)
More homes Performance
433 Homes we are building
Satisfaction
8.3 out of 10
is the score residents gave us about their new home
Started Completed
We completed 31 new homes
Feedback from residents What residents like More affordable than the private rented sector | The location | The size of home What residents want to see improved The size of parking spaces | Would like separate kitchens | The quality of soil and turf
We have a large number of homes on site which will complete over the next few years and will provide a range of housing opportunities – from affordable rent to low cost home ownership. Understanding what matters to new residents is important to us, and some of our new residents have told us about issues with car parking and landscaping. As a result, we’re trying out different
Complaints
0
complaints out of
31
new homes completed
approaches to make things better – from trialling different types of turf, to paying more attention to the design of road layouts and parking areas. We have also reviewed our home user guide and created a smaller, easier to navigate booklet, which provides clearer guidance on how to use the various components in your property such as the boiler and thermostat.
Quarter 1 (January - March 2016)
How we run our business Performance All other calls
Repair calls 4
Minutes
29,591
3
3
2
2
1
1
9am 11am
500 The 400 4 3
Money spent
2 1
£
0
500 500
Jan
Feb
Mar
Our busiest call periods
average time it took us to answer your calls
300 200 100 0
Value for money
Complaints
£ spent per home
Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015
29
400 400
300 Q4 2015 300 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015
5 Q4 2015
Repairing residents’ homes People to support our residents New kitchens, bathrooms & equipment Repaying loans & interest Building new homes Running our business
200 200
complaints
100 100 0
10am
10am
0
Calls we answered this quarter
11am
9am
Q1Q1 2014 Q2Q2 2014 Q3Q3 2014 Q4Q4 2014 Q1Q1 2015 Q2Q2 2015 Q3 Q3 2015 Q4 Q4 2015
2014
2014
2014
Management
2014
2015
Maintenance
2015
2015
2015
Other
in
total this quarter
How much it costs per home to run our business
We aim to run our business efficiently and use our money wisely. Most of our income is spent on maintaining homes either by doing repairs or improvements such as renewing kitchens, bathrooms or windows. We also spend some of our income building new homes and paying off the mortgages we have on existing properties. We review expenditure and our costs regularly to make savings and limit potential cost increases. The value for money graph above shows that we have
kept the cost of managing the business almost constant at about £200 per property over the last two years despite price rises in several areas. We have changed our processes so that we can answer calls more quickly as we know this is important to residents. The average call time has halved and we will continue to focus on this area. Our busy periods are first thing in the morning and calls are answered more quickly later in the day.
Quarter 1 (January - March 2016)