Crawley Homes annual report 2023 to 2024
Councillor Ian Irvine
Cabinet member for Housing
Our homes
This summary of the report gives a flavour of the work Crawley Homes has done in the last year. crawley.gov.uk/crawleyhomes
Amanda Kendall Head of Crawley Homes
A full version of the annual report can be found on our website crawley.gov.uk/residentinvolvement. This contains more detailed information about our work and finances.
Money in
In 2023 to 2024 you collectively paid
£52,107,855 in rent. We received £9,766,960 in other income, Right to Buy, grants and money from our reserves.
£10,823,036 paying for the service
£35,571,481 for repairs and maintenance
What your rent paid for Money out
£8,195,691 in loan interest repayments
£7,284,606 building new homes
In 2023 to 2024 every £100 in rent you paid was spent in the following way:
Loan interest repayment: £14
Paying for the service: £18
New homes: £8
Repairs and maintenance: £60
Tenant satisfaction
Complaints
In 2023-24, we received 379 stage one complaints. 178 were upheld and 107 were partly upheld. There were 48 stage two review requests received. 18 of these were upheld and 18 were only partly upheld. 1 Housing Ombudsman investigation was completed with a finding of maladministration.
We now report a new set of performance measures to the Regulator of Social Housing and these include measuring tenant satisfaction with a survey. The results from our survey in March 2024 show that 74.2 per cent of respondents are satisfied with the overall service. More results and information can be found on the council’s website at crawley.gov.uk/tenantsurvey or call us on 01293 438257 and ask for a copy of the results. We’ve listened and learned.
Learning
“We need to make sure we keep clear records of customer contacts and are now using our customer relationship management (CRM) system to log repair calls and will roll this out to all calls”.
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 online at crawley.gov.uk/housingofficers
“We are now providing more information on maintenance work identified by surveyors that will be completed as planned work, so residents have a better understanding of timescales”.
“We’ll be doing more customer care training with our staff and operatives to ensure our residents receive a service that considers their individual circumstances”.
Any comments or need a different format?
Contact Anne Forshaw, Housing Service Promotion Officer, if you have any comments about the report or if you or someone you know would like to access this in a different format
Email tenantparticipation@crawley.gov.uk or call 01293 438257.
