Introduction
This short report provides a snapshot of the work Crawley Homes has done in the last year. A full version of the annual report can be found on our website at crawley.gov.uk/tenants. This version contains more detailed information about our work and finances.
Cllr Ian Irvine Cabinet member for Housing
Amanda Kendall Head of Crawley Homes
Money in
£56 million of our income came from the rent you paid. Another £17 million came from other income including Right to buy receipts, grant funding and our reserves.
Money out
£37 million was spent on repairs and maintenance to your homes
Regulation
The loan payments are for a loan from the Public Works Loan Board and was taken out in 2012 to cover our share of the national housing debt.
£7.9 million on loan interest
£13 million on loan repayments
£12 million to run Crawley Homes
£3 million for new developments
At the end of the period covered by this report. we were due to be inspected by the Regulator of Social Housing. This is to see whether we are meeting the national consumer standards. You can find out more information on the regulator’s website via gov.uk/rsh under the section on Individual social housing providers and regulatory judgements.
Tenant satisfaction measures survey
Results of the yearly tenant satisfaction measures (TSM) survey for 2024 to 2025 were very similar to the previous year’s results. 72.8 per cent of respondents are satisfied with the overall service and 76.3 per cent of respondents are satisfied with the overall repairs service.
We also provide TSMs from management information, for example about repairs timescales, numbers of complaints and ASB cases, and safety information. TSMs are generated from our management information and we submit all of these to the Regulator every year.
You can find out more about the TSMs on the council’s website at crawley.gov.uk/tenantsurvey or call us on 01293 438257 and ask for a copy of the results.
Repairs and maintenance
Average EPC rating - C
16 days average time to complete a repair
564 homes had insulation works carried out
29,001 day to day repairs completed
100 per cent gas safety checks completed
100 per cent fire risk assessments carried out*
100 per cent asbestos assessments and reinspections*
57 per cent legionella assessments carried out*. Priority work underway to improve this
Getting involved
55,754 calls to the repairs number
3 minutes 25 seconds average queue time
107 new boilers fitted
231 new windows fitted
100 per cent lift safety assessments carried out*
98 per cent electrical assessments carried out*
* where required
“Very informative and rather an eye opener” what one tenant said about our Tenants conference last September.
The August door knock and engagement event in Gossops Green told us tenants were mostly happy with our service and the big issues in the area were around the public spaces, e.g. parking, weeds and grass cutting.
Monthly neighbourhood inspections give local residents the chance to talk to us about their local area and we pick up unreported communal repairs and spot other communal area issues.
Three ‘Pop-up’ events helped us focus on areas and work with residents to tackle local issues, in Northgate, Ifield and Tilgate.
Tenant and Leaseholders Action Panel (TLAP)
• quarterly meetings scrutinising performance, service plans and a huge range of new policies this year
• complaints scrutiny sub group monthly in-depth look at how we handled a selection of complaints
• represented at monthly maintenance meeting
• on the Regulatory compliance board team
TLAP are key to monitoring our performance and developing our policies. By seeing things from a tenant’s point of view, they help us to see what matters and make policies that work better in real life. All TLAP meetings can be attended online as well as in person so that more people can join.
Complaints
These numbers relate to complaints from tenants, leaseholders and shared owners:
This year, stage one complaints handling significantly improved. Tenants’ stage one complaints handled within timescale went up from 49 per cent last year to 79.8 per cent. We have more work to do to make sure improvement continues.
Our learning from complaints
A few highlights
When calling the repairs line we now ask questions that help us tailor our services for tenants who may be vulnerable or need extra help.
Our contractors now have specific Resident Liaison Officers for major works to provide a point of contact for residents.
We have introduced a stock condition survey programme so that all homes will be visited to assess the condition and plan for improvements
We reorganised our maintenance service so that each area has a named surveyor with a senior surveyor to oversee.
You can see our full complaints improvement plan and all actions here: crawley.gov.uk/housing/ council-tenants/working-tenants-and-residents/ housing-complaints
Contact us
Repairs including gas heating and hot water repairs.
Telephone: 01293 438111
Email: housing.repairs@crawley.gov.uk
Report a repair online at crawley.gov.uk/repairs
Housing Officers
Contact information for your Housing Officer can be found at the top of your rent statement or online at crawley.gov.uk/housingofficers
Other council services
Telephone: 01293 438000
Website: crawley.gov.uk
Any comments
If you have any comments about this Annual Report or would like a copy of any of the online documents mentioned, let us know.
Email: TenantParticipation@crawley.gov.uk or call Anne Forshaw on 01293 438257
