PERFORMANCE HIGHLIGHTS

Tenant arrears have gone from

Tenant arrears

4.37% 4% last year to this year

This is down to the increased support we are providing to our customers to help them maintain their rent payments.

Complaints performance has improved significantly from last year in terms of response times and learning from the complaints we receive.

Stage 1 complaints

Stage 2 complaints went from 59% 90% to responded to within the timeframe from 46% 100% to and

Repairs satisfaction has improved from in August 2021 to in May 2023 thanks to the hard work across all areas of the business.

But satisfaction overall is well below where we need it to be at 72.7% 83.3%

66%

We have a long way to go, and improving this will be a key objective in 2023/24.

Ensuring our homes and communities are places where people feel safe and proud

INVESTMENT IN CUSTOMER’S HOMES

We recognised the under investment in our customers’ homes in the past. We are now committed to ensuring our homes are improved, safe and enjoyable for customers to live in. We’ve invested £19.6m in our properties.

New block roofs at Fairfax House and Dewhirst Close

1410 Boiler Installs

598 Kitchen renewals

1084 window and door replacements

196 Bathroom renewals

53 Rewires

Neighbourhood Action Plans

We’ve created our Neighbourhood Action Plans to bring us closer to getting to know our communities better and be able to make improvements at a local level.

155 House roofs

NEIGHBOURHOOD ACTION PLANS

Ensuring our homes and communities are places where people feel safe and proud