Fix my home Performance
7347 Repairs we’ve completed this quarter
Satisfaction
9.3 out of 10
is the score residents gave us for the repair service they received
% 67%
days 9.3
Repairs fully complete on our first visit
6-10 days 11-15 days 16+ days
The average number of days we took to complete a repair
Feedback from residents What residents like Polite and friendly operative | The quality of work | Easy to report a repair What residents want to see improved More repairs staying fixed | Repairs completed faster | More appointments kept
You told us previously that you wanted us to focus on repairs being completed faster, remaining fixed and us arriving when we say we will. Our focus has been on getting the right operative who has the appropriate skills, tools and materials to undertake the work. This has meant looking at how we organise work differently across Wales by asking more questions when the work is reported to ensure we understand what needs doing.
0-5 days
Complaints
5
complaints out of
7347 repairs completed
Which is about one complaint for every 1469 repairs completed
our operative’s diary who have better knowledge of the local roads and the right skills to assign jobs appropriately. This has resulted in us getting through more work which in turn means getting to jobs quicker, but at the same time ensuring that you know we are coming. We will continue to work on this during the Winter months.
We’re also using the right people to organise Quarter 3 (July - September 2016)
Help me pay Performance
1309
85%
Tenancies not in an arrangement to pay off their arrears
We helped residents to: Challenge decisions to end their disability benefit Look for work and review their budgets in preparation for the Benefit Cap Furnish their homes when moving into a new property
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
FOUR TENANCIES
1
2500 2000 1500 1000
complaint
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
1309 tenancies in arrears
20 10 0
Jan
We have found that one of the things that matters most to you is that you are able to pay the right amount of rent at the right time. In this quarter, 85% of all our residents paid the right amount at the right time. You are telling us that having a job where the hours and the wages change, often weekly, coupled with the need to keep Housing Benefit up to date on these changes, can make it difficult to know how much rent
Feb
Mar
to pay each week, or month. Our Housing Officers have been working with residents to understand how we can work to resolve this, and in the last 2 quarters we have helped over 100 residents move to having their Housing Benefit paid to themselves, and setting up a Direct Debit to pay the full rent, at the time which suits them best. This means that these residents know exactly how much rent is being paid, and when.
Quarter 3 (July - September 2016)
I want a home Performance General needs
Extra Care
50 40
days
211
Retirement
30 20 10
50 40
Homes we’ve let during quarter 3
30
0
On average it takes 32 days to let a property and support residents to set up a home
54%
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 location of their home | The service provided by WWH | The features of their home What residents want to see improved Repairs completed faster | Cleaner properties | More suitable properties
As a landlord, we have properties in 15 of the 22 local authorities in Wales. Across these areas there are different ways to apply for housing, Common Registers, Choice Based Systems, and Waiting Lists, which means that applicants have had different experiences of applying for a home depending on where they live. We have listened to you to understand what is important to you when thinking about a potential new home. You told us that the right property, in the right place, is what matters most to you, and in the Satisfaction Surveys that we carry out, almost half of you told us that it was either the right home, or the right area.
Complaints
0
complaints out of
211 homes let
You also told us that you would like it to be clearer as to what repairs were to be done in the property, and also some of you told us that you felt the property could have been cleaner. We have set up a review of the system which is in place to identify what work may be needed when a property is about to be vacant, and we are trialling a new approach in Bridgend. As well as this wider review, we will also be looking back at the individual issues that you raised so that we are learning the right lessons to make sure that we minimise these problems in the future.
Quarter 3 (July - September 2016)
@!
$%&
Anti-social behaviour
$%&
@!
Performance
66
NOISE
69
VERBAL ABUSE THREATENING BEHAVIOUR
Anti-social behaviour cases we opened or reopened
Satisfaction
8
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 The speedy response | Being kept informed | The problem being addressed
What residents want to see improved Quicker response | WWH take more action | Police take more action
In this quarter you have told us that you are happy with the response to your concerns, that we kept you informed, and that we helped you address the problem. We have seen that in this quarter 14 cases were reopened. After speaking to the residents involved we found that it was the same type of problems reoccurring where we had not helped to ďŹ x the right problem. We will be working with these residents in the coming quarter to ensure that we fully
Complaints
2
complaints out of
66
anti-social behaviour cases reported
understand the causes of the problems, and how we can resolve it. It is important that we ensure that our systems to support residents in resolving problems with their neighbours, or in their community, are delivering the right service. We have been, and are continuing to listen to residents to understand what is important when contacting us about particular problems. We are using these comments, along with the lessons we have learnt in other areas to improve the service we provide.
Quarter 3 (July - September 2016)
More homes
Homes we were building in quarter 2
Satisfaction
8.5 out of 10
is the score residents gave us about their new home
On site Completed
2016
325
2015
2014
Performance
We completed 57 new homes
Feedback from residents What residents like The amount of storage available | Location | Outside space especially those in flatted schemes with balconies What residents want to see improved Communal bin stores | Open plan flats
Following your feedback we are reviewing the design of flats to create a separate kitchen area and avoid the open plan arrangements you told us did not work in all situations. As part of this design review we are looking at where balconies can be incorporated to create the private outside space you told us you liked. Communal bin store areas are a problem you identified with them as not always being large enough and bags being thrown over the gate. In your feedback you have put forward the suggestion of a canopy over the bin store to
Complaints
0
complaints out of
57
new homes completed
reduce the ability of rubbish being thrown over. This suggestion is being put forward as part of the design review along with the size of the storage area to enable more recycling zones as requested. We are pleased that the changes we have made to the kitchen designs have improved the usage of the cupboard space as fed back from your surveys.
Quarter 3 (July - September 2016)
How we run our business Performance All other calls
Repair calls 4
Minutes
31,009
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
Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016
11
400 400
300 Q2 2016 300 1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016
Q2 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
Q3Q3 2014 Q4Q4 2014 Q1Q1 2015 Q2Q2 2015 Q3Q3 2015 Q4Q4 2015 Q1 Q1 2016 Q2 Q2 2016
2014
2014
2015
Management
2015
2015
Maintenance
2015
2016
2016
Other
in
total this quarter
How much it costs per home to run our business
We have worked hard to answer calls more quickly and the average time has reduced to less than a minute in the last quarter. At busy times it does take longer and we will continue to focus on reducing this. We know that getting value for money is important to residents. Our costs of maintenance continue to reduce month on month and we are keeping most other costs constant. We are investing in better IT systems so that our staff can work remotely more effectively and deliver the full range of housing
services in residents’ homes and so reduce the need to travel back to the head office. The eleven complaints in the quarter were largely about repairs and maintenance (5) and handling of ASB (2). Of these 3 were upheld.
Quarter 3 (July - September 2016)