Fix my home Performance
7930 Repairs we’ve completed this quarter
Satisfaction
9.2 out of 10
is the score residents gave us for the repair service they received
% 70%
days 7.4
Repairs fully complete on our first visit
What residents like Easy to report a repair | Polite and friendly operative | The repair was completed quickly What residents want to see improved Appointments being kept | Repairs completed in one visit | Repairs completed faster
What we found is the key to this is having one team always available for you to speak to, agreeing a good time for you and having the conversation so we can ensure we solve the right problem for you.
6-10 days 11-15 days 16+ days
The average number of days we took to complete a repair
Feedback from residents
You told us previously you wanted us to focus on doing the work at a convenient time, doing it in one visit so it isn’t inconvenient to you and doing it properly so it stays fixed.
0-5 days
Complaints
6
complaints out of
7930 repairs completed
Which is about one complaint for every 1322 repairs completed
We then have another team who know the operatives, their skills and the local area to ensure we get through as much work as we can. So we may ask more questions at the front end of the job to make sure we know exactly what you need solving, but don’t worry, this is only so the right person comes.
Quarter 4 (October -December 2016)
Help me pay Performance
1537 Tenancies not in an arrangement to pay off their arrears
We helped residents to: Manage the transition from work to Universal Credit Understand the impact of the benefit cap and what their options are Apply for Personal Independence Payment (PIP)
82% 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
TWO
TENANCIES
0
2500 2000 1500 1000
complaints
500 0
Oc
Nov
Dec
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
1537 tenancies in arrears
20 10 0
Jan
We understand that at various times of the year, such as Christmas or birthdays, there are extra financial pressures that can make money management a real challenge. We offer a wide range of money advice services through our Housing Officers, Tenancy Support Officers and Scheme Managers. We have helped people set up regular savings accounts to help them budget for different times of the year. We help people set up bank accounts that minimise potential bank charges. We also help people to maximise their income by checking
Feb
Mar
that they are claiming the appropriate welfare benefits, or provide other money management advice. You have told us that making paying the rent as easy as possible was very important to you. We have a Direct Debit system in place that allows for a payment to be made on any day, on a frequency that suits you. In the last 3 months, we have helped over 300 people to set up Direct Debits to pay their rent or service charges.
Quarter 4 (October -December 2016)
I want a home Performance General needs
Extra Care
50 40
days
265
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
50%
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 features of their home | The location of their home | It improved their quality of life What residents want to see improved Repairs completed faster | Cleaner properties | More suitable properties
We work in partnership with 15 of Wales’s 22 local authorities. We are an active partner in developing and implementing lettings policies in these areas, and what you tell us as residents and applicants helps us and our partners to develop approaches that meet the needs of local people. There are different policies in place across the local authorities: Choice Based Lettings, where properties are advertised and applicants are able to apply for those properties; Common Registers, where all landlords in an area let properties to applicants from one list, held by the local authority; or in a few cases a combination of the above.
Complaints
1
complaint out of
265 homes let
An important part of all lettings is to make sure that you are offered the right property, in the right area. We saw that, of the people who had moved into their new homes in the last 3 months, over half of those people were happy with the property and the area. When we spoke to new residents, they told us that the right money advice and support was important to them to help with settling into their new home. Our officers discuss the potential financial implications of moving home with all applicants, from as early in the process as possible. We saw in the last 3 months that many new applicants appreciated this advice and support, particularly the help in completing Housing Benefit claims.
Quarter 4 (October -December 2016)
!
@ $%&
Anti-social behaviour
$%&
@!
Performance
38
NOISE
44
THREATENING BEHAVIOUR ALCOHOL RELATED
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 Able to speak to the right person | They were able to play a role in resolving the problem | Being kept informed What residents want to see improved Police to take more action | Feeling safer at home | Being kept informed
In this quarter you told us that feeling safe at home, and support from police to take action, was important to you. We have been working in partnership with the Police, and other agencies, to resolve some serious criminal and anti-social behaviour issues which have been aecting residents recently, and we are continuing this partnership approach. You told us that being kept informed during the process is what matters to you and that you would like to see some improvement.
Complaints
0
complaints out of
38
anti-social behaviour cases reported
We will ensure that we have the right contact information for you, and understand how best you would like to be kept up to date, whether it is a phone call, text, visit, or an email. It is important to us that we continually review our services to ensure that we are providing the right service at the right time. We are currently reviewing our ASB service, using the information and data from our conversations with you, to understand how we may need to change our service to continue to provide what matters to you.
Quarter 4 (October -December 2016)
More homes
Homes we were building in quarter 4
Satisfaction
9.5 out of 10
is the score residents gave us about their new home
On site Completed
2016
240
2015
2014
Performance
We completed 92 new homes this quarter
Feedback from residents What residents like Feeling secure and safe | Communal gardens are well looked after | Their home is more economical to run than previous home What residents want to see improved Location of sockets in kitchens | Accessibility for disabled residents to the local shops
We welcome feedback on areas where we can improve both the design of the properties and the outside space, both communal and private. The feedback received in respect of accessibility to local shops for residents with mobility problems will now be added to our site appraisal system to help inform us to make the right decision on where we buy land for future development.
Complaints
0
complaints out of
71
new homes completed
We are pleased that the cost of running your home is cheaper than previous accommodation which tells us the measures we have put in place are helping with overall aordability.
We will review the way in which kitchens are designed to incorporate the feedback received regarding location and number of sockets.
Quarter 4 (October -December 2016)
How we run our business Performance All other calls
Repair calls 4
Minutes
27,960
3
3
2
2
1
1
10am 9am
500 The 400 4 3
Money spent
2 1
£
0
500 500
9am
11am
0
Calls we answered this quarter
10am
11am
Oct
Nov
Dec
Our busiest call periods
average time it took us to answer your calls
300 200 100 0
Value for money
Complaints
£ spent per home
Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016
8
400 400
300 Q3 2016 300 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016
6 Q3 2016
New developments People Maintenance New kitchens, bathrooms & equipment Interest on loans Major repairs Overheads Repayment of loans
200 200
complaints
100 100 0
Q4Q4 2014 Q1Q1 2015 Q2Q2 2015 Q3Q3 2015 Q4Q4 2015 Q1Q1 2016 Q2 Q2 2016 Q3 Q3 2016
2014
2015
2015
Management
2015
2015
Maintenance
2016
2016
2016
Other
in
total this quarter
How much it costs per home to run our business
We know that answering calls quickly is important to residents and we have continued to focus efforts in this area, with repair call answering times falling again this quarter and remaining well below one minute on average. Non-repair call answering times rose to just over one minute as we entered the Winter period, which is a more demanding season with a higher volume of emergency repair calls outside of office hours, when both repair and nonrepair calls are handled by our Customer Service Centre. The busiest periods remain in the morning, so please do call later in the day if this is possible to minimise your waiting time. The number of complaints received fell again this
quarter, and we continue to prioritise swift response and resolution where complaints are received. Out of the eight complaints received this quarter, six were upheld, and the majority of complaints received related to repairs (six). As always, if you do have a complaint, please remember that you can call, e-mail or speak to any member of staff. We focus on achieving value for money for our residents in all that we do. Our costs of maintenance have fallen again in the quarter, with the majority of other costs remaining constant. We spent more than two-thirds of available funds on maintenance of and reinvestment into our residents’ homes and on building more housing.
Quarter 4 (October -December 2016)