Fix my home Performance
7399 Repairs we’ve completed this quarter
Satisfaction
% 66%
What residents want to see improved Repairs completed faster | More appointments kept | More attention to detail in some repairs
undertaken faster and that you wanted more attention to detail in some repairs. This is what we have been focusing on solving in recent months, by looking at how we organise the workload and also how we make sure, where possible, that the same operative keeps hold of the job, seeing it through to completion.
11-15 days
The average days we took to complete a repair
What residents like The quality of work | Polite and friendly operative | That repairs stay fixed
You told us that you wanted repairs to be
6-10 days 16+ days
Feedback from residents
out of 10
is the score residents gave us for the repair service they received
days
Repairs fully complete on our first visit
9.4
0-5 days
Complaints
7
complaints out of
7399 repairs completed
Which is about one complaint for every 1060 repairs completed
During the spring months we have made considerable improvements in these areas and this work has continued into the summer. The flexibility in the scheduling of the operative’s work and making sure we get the right information from you when you report your repair have really helped us complete work sooner and with little disruption.
At the same time we wanted to make sure that we didn’t lose the improvements we had made in other areas such as making it easier to report repairs and keeping appointments.
Quarter 2 (April - June 2016)
Help me pay Performance
1400
84%
Tenancies not in an arrangement to pay off their arrears
We helped residents to:
Apply for Universal Credit Plan for the Benefit Cap Overturn decisions to end benefit payments
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
3500 3000
Residents
Support
THREE TENANCIES
0
2500 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
1400 tenancies in arrears
20 10 0
Jan
You told us that understanding your circumstances to provide the right assistance at the right time was important to you. Our Housing Officers work closely with residents to understand what matters to them when it comes to maintaining a payment plan. This may include children starting school; changing work patterns; or illness. Knowing about these potential pressures help us, help you, to plan for expected, and unexpected situations. The ability to make payments easily, and at a time that suits you, is also important. We are
Feb
Mar
continuing to help people to set up Direct Debits to suit their circumstances, whether it be weekly, fortnightly or monthly, and on a date that suits them. We have found that Direct Debit also helps people maintain their payment plan, with currently 90% of people paying by Direct Debit maintaining their plan. We also recognise the changes that may have an effect on our residents. We are providing advice and support to many residents that are moving to Universal Credit, in addition to those affected by the changes to the Benefit Cap.
Quarter 2 (April - June 2016)
I want a home Performance General needs
Extra Care
50 40
days
202
Retirement
30 20 10
50 40
Homes we’ve let during quarter 2
30
0
On average it takes 36 days to let a property and support residents to set up a home
65%
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
0
complaint out of
202 homes let
You also told us that the type and location of the property was very important to you when moving to a new home. We aim to meet all applicants well before the potential start of the new tenancy to ensure that we both understand what is needed to make your new You told us that clarity regarding which repairs were home perfect for you. This also gives us both a chance to to be done, and when, was important. find out what help, if any, you may need to set up a new home. We are currently undertaking a pilot project which We have also seen that it is important that you are given will help us improve the way in which we manage enough time to make a decision about the new property. our empty properties. This will allow us to ensure We continue to work closely with our local authority that the right information regarding any repairs partners to make the nomination process as quick and as in the property will be available to you when you smooth as possible to give you, and us, time to make an move in. informed and unrushed decision about a move. We undertook 198 surveys with new residents in the quarter to help us understand what was important to them when moving into their new home.
Quarter 2 (April - June 2016)
@!
$%&
Anti-social behaviour
$%&
@!
Performance
51
NOISE
65
THREATENING BEHAVIOUR DRUG DEALING
Anti-social behaviour cases we opened or reopened
Satisfaction
8.6 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
You have told us that speaking to the right person is very important to you. The surveys we have conducted in this quarter have told us that residents feel that this is what is happening when they speak to their Housing OďŹƒcer, and we will ensure that this continues. It is important to us that residents feel that we are providing the right support and advice in addressing problems in their community. You have told us that you are increasingly satisďŹ ed with the advice we provide, but you would
Complaints
1
complaint out of
51
anti-social behaviour cases reported
like to see more updates on ongoing work, and more information on what can be done to resolve cases. We are undertaking a review of how the service is provided and we are using the comments and feedback received from you to develop and improve the service we provide.
Quarter 2 (April - June 2016)
More homes
Completed
2016
382
2015
2014
Performance
Homes we were building in quarter 2
Satisfaction
8.5 out of 10
is the score residents gave us about their new home
We completed 44 new homes
Feedback from residents What residents like Being so close to the shops | Size of the ats | Modern design What residents want to see improved Kitchen cupboard designs | Problems with TV signals | defects with the communal door
Listening to your feedback we are working with our kitchen designers to create layouts that provide easily accessible cupboards, especially wall units in corners where you told us it was hard to make good use of.
Complaints
0
complaints
Q1
38
new homes completed
Your feedback from the satisfaction surveys are an important part of informing us where we need to pay attention to either the design or to the way in which your homes are built to improve the homes we provide.
We are also working with our door access suppliers to understand what the problems have been and where we can improve the problems associated with communal doors. TV signals will continue to be monitored to understand where problems exist and what we need to do to improve the situation.
Quarter 2 (April - June 2016)
How we run our business Performance All other calls
Repair calls 4
Minutes
28,445
3
3
2
2
1
1
10am 9am
500 The 400 4 3
Money spent
2 1
£
0
500 500
Apr
May
June
Our busiest call periods
average time it took us to answer your calls
300 200 100 0
Value for money
Complaints
£ spent per home
Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016
12
400 400
300 Q1 2016 300 4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015
Q1 2016
New developments People Maintenance New kitchens, bathrooms & equipment Interest on loans Major repairs Overheads Repayment of loans
200 200
complaints
100 100 0
9am
11am
0
Calls we answered this quarter
10am
11am
Q2Q1 2014 Q3Q2 2014 Q4Q3 2014 Q1Q4 2015 Q2Q1 2015 Q3Q2 2015 Q4 Q3 2015 Q1 Q4 2016
2014
2014
2014
Management
2014
2015
Maintenance
2015
2015
Other
2015
in
total this quarter
How much it costs per home to run our business
Answering calls quickly we know is important to residents and performance has improved in the last quarter for both repairs and general queries.
Maintaining residents’ homes and building more housing continues to dominate how we use our money. These two items account for almost half of all expenditure.
We know that at the busiest periods waiting times are longer, so if possible please call later in the day. We received much fewer complaints this quarter and aim to respond quickly. If you do have a complaint, please remember you can call, email or speak to any member of staff.
Quarter 2 (April - June 2016)