Annual Report Weaver Vale Housing Trust 23/24

Sam Sumner Apprentice Plumber

YOUR ANNUAL REPORT Our yearly review of service performance, which covers the financial year of 2023/2024

1st April 2023 31st March 2024

A WELCOME FROM OUR CHIEF EXECUTIVE WAYNE GALES HELLO THERE It’s been another busy year for Weaver Vale, and this report highlights what we’ve achieved together from April 2023 to March 2024 to improve our homes and services.

We understand that this year has been challenging, particularly with the cost-of-living crisis continuing to affect many people in our communities. Our Money Matters team has been key in supporting customers to secure over £4.24 million in extra income gains, maximise benefits, and manage finances effectively. Our Employment Support team helped 237 people on their employment journeys, and our Raising Aspirations Program continues to grow and support even more people. Additionally our Support & Wellbeing team continue to work closely with customers when times are tough and a bit more support is needed to help improve wellbeing. The team opened 549 cases, in 2023/24, 485 of which were classed as ‘safeguarding’.

You can find contact information for all of our teams on the back of this report. We’re here to help, so please do contact us.

Tenant Satisfaction Measures (TSMs) are performance measures that we use throughout the year to track service performance and quality. Our TSM results show an 84% overall satisfaction rate for 2023/24, but we’re committed to further improving our services to deliver the high standards that you deserve. With over 6,500 homes across Cheshire and Warrington, we continue to maintain and improve properties while building new homes to meet community needs.

Maintaining your homes remains a key priority for us, we’ve completed 16,723 responsive repairs, responding to 71.5% in our target time, against a target of 80%. We know how important timely and effective repairs are to you, and we are working hard to improve our performance and ensure that your homes are safe and wellmaintained. We have also maintained 100% compliance in key safety areas. We made significant improvements to homes, including fitting 207 new kitchens, 276 heating replacements and replacing 93 roofs. This improvement work doesn’t stop and you’ll see improvements being made going forward to more homes.

Our Customer Assurance Team of engaged customers, are supported to deliver a programme of service reviews, the group also meet twice a year with the Board, this work makes sure your customer voice helps to influence how the Trust delivers services. This in-turn helps to drive service improvements through surveys, feedback groups, and influences key areas like repair standards, communication, and neighbourhood management. In the last year their input has helped change and improve our repairs and maintenance service, our approach to tackling anti-social behaviour, and the ways we communicate. Engaged customers are crucial to improving our services and are a key part of how the Trust is governed, and we thank them for their support.

During the year we also worked with colleagues, engaged customers and our Board to create a new set of values - Compassionate, Accountable, Respectful and Exceptional, you’ll notice CARE is also there, because that’s at the heart of our culture. We take pride in being a responsible housing provider and every action we take supports our vision of being a trusted and effective partner in the communities we serve, with our customers at the heart of everything we do. We hope you enjoy reading this report and learning more about the progress we’ve made together over the past year.

All the very best Wayne Gales - Chief Executive 1

ALL ABOUT YOUR LANDLORD We are an independent housing association (we are not part of any council) formed in July 2002, operating in Cheshire and Warrington, owning more than 6,500 homes, plus garages, shops, community play areas, and green open spaces. Our homes are spread across Cheshire and Warrington.

We are committed to doing all we can to improve people’s quality of life and have a clear vision for our future, which places people at the heart of all we do by investing in our colleagues, customers, assets, services, neighbourhoods, and communities.

Our Future In April 2024 we launched our next three-year corporate plan, renewing and building on our commitment to put customers at the heart of everything we do and build back fairer in our communities. Alongside this we reevaluated our existing vision and values and developed a new set that reflected the growing purpose behind all we do every day to support our communities, customers and colleagues. Together with Board, colleagues and engaged customers we formulated a new vision and set of values.

Our vision is:

Our values are:

Working together to provide quality homes, places, and services, making a positive impact for people Compassionate Accountable

Respectful Exceptional

You’ll notice CARE is also there, because that’s at the heart of our culture.

Our Teams We have just over 310 colleagues working at the Trust, you can see a summary of our teams below which include a number of apprentice roles.

Trades teams Planned Works Repairs (emergency and responsive) Electrical Gas External Works Empty Homes Customer Liaison & Property Co-ordinator Development (including Shared Ownership) & Regeneration Grounds Maintenance & Open Spaces Compliance Assets & Environmental Rent Support including Money Matters Lettings Customer Hub Tenancy Support & Wellbeing (including safeguarding) Older Persons Employment Support (funded by The National Lottery) Customer Engagement, including Complaints Support teams - HR & People, Communications, Finance, Legal, Governance 2

ALL ABOUT YOUR LANDLORD We have grown in the past year, we now own approximately 6,500 homes, all over Cheshire and Warrington.

Our homes vary in shape and size, and range from bungalows to flats and semi-detached and terraced homes.

We’re proud to invest in our communities and homes.

Did you know? Most of our homes were built in the 1940's, for ‘key workers’, and our newest homes were finished in 2024.

Did you know? We have a fleet of 80 vans, give us a wave if you see us out and about!

Our Customer Hub are the team who answer your calls into our 0300 303 9848 telephone number. There are 25 in the team and last year the team dealt with: 77,831 calls into the customer hub Over 60,000 emails received to the enquiries email inbox 62% of customers are now signed up to our free My Account Rent and Repairs portal/app. You can sign-up at our website www.wvht.co.uk

On average it took 3.46 minutes for calls to be answered. If you can’t wait on hold, you can request a call-back when you call us on 0300 303 9848, and we’ll get back to you as soon as we can We successfully dealt with 78.7% of the calls when you first called us We have homes all across Cheshire (west and east) and Warrington, many in towns and many in smaller rural villages. Here is a summary of the areas we have homes in.

Northwich & surrounding villages Barnton Winsford & surrounding villages Chester Frodsham Helsby Wilmslow Lymm Middlewich & surrounding villages

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Alsager Shavington Tarporley & surrounding villages Macclesfield Weaverham Brereton Crewe Warrington

WHAT DO WE DO WITH YOUR RENT? The money all customers pay to us in rent, whether that is direct from you, or from benefits you may get, is all used to pay for the services we provide, including repairs and improvements to your homes. Here is a breakdown of how every £1 we receive, is spent.

You can read our full financial statements on our website, details can be found on page 28.

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36p

Investing in customers’ homes The money we spend on ensuring you are safe and comfortable in your homes.

25p

Providing services to you The cost of providing all services to you, ranging from support & wellbeing, tenancy to grounds maintenance.

24p

Repairing your homes Routine maintenance and repairs to all customer homes.

10p

Interest payments On the loans we have taken out to invest in our existing homes and build new homes.

5p

Developing new homes Making sure we continue to provide affordable homes in our communities.

Included in all of these figures is the salary costs of all of our colleagues.

Our Chief Executive and Executive Management Team support the Trust in delivering the services you receive. Their salaries, including our Chief Executive, account for 2p in every £1 of rental income into the Trust.

HOW ARE WE PERFORMING? OUR TENANT SATISFACTION MEASURES We track and monitor a wide range of performance indicators to ensure that services are delivered in-line with customers’ expectations and our Corporate Plan.

Performance is monitored at all levels of the Trust and is scrutinised by our Customer Assurance Team of engaged customers, who are part of our governance structure. They make recommendations for areas of improvement or scrutiny, to make sure our services reflect the needs of customers.

Our main set of measures are the ‘Tenant Satisfaction Measures’ or TSM’s. There are 22 of these measures, covering all areas of the Trust. We report these results to the Regulator of Social Housing (the housing sector’s Government regulator) each year. The full set of measures are published online and in our Your Home magazine annually, which is posted to all customers. These results make sure you can see our performance and help us to understand how you feel about the Trust and how you feel we can improve.

Over the next few pages you can see our 2023/24 results. We have also included the average performance of a cross section of Housing Associations under each Trust measure. This data is gathered and analysed by a company called Housemark. We have labelled these 'The national average'.

45% satisfied

Landlord approach to handling complaints The national average is 33.8%

Complaints responded to within target times

Stage 1 - 97% The national average is 85% Stage 2 - 91.7% The national average is 83.3% Complaints relative to size of landlord (per 100 homes)

Stage 1 - 21.7 Stage 2 - 1.9

84% 5

The national average is 39.7 The national average is 5.3

Overall satisfaction The national average is 69.4%

HOW ARE WE PERFORMING? OUR TENANT SATISFACTION MEASURES

78% satisfied

Satisfaction that the landlord keeps communal areas clean and well maintained

76% satisfied

Satisfaction that the landlord makes a positive contribution to neighbourhoods

The national average is 65.5%

The national average is 62.5%

85% satisfied

Landlord keeps tenants informed about things that matter to them

76% satisfied

Landlord listens to tenant views and acts upon them

88% satisfied 6

The national average is 69.5%

The national average is 58.9%

Agreement that the landlord treats tenants fairly and with respect The national average is 76.3%

HOW ARE WE PERFORMING? OUR TENANT SATISFACTION MEASURES

83% satisfied

You have a well maintained home The national average is 69.4%

85% Satisfaction with repairs in the last 12 months satisfied The national average is 70.4%

71.5%

Non emergency repairs completed within target

99.97%

Emergency repairs within target

75%

satisfied 7

The national average is 81.5%

The national average is 94.8%

Time taken to complete most recent repair The national average is 66.4%

HOW ARE WE PERFORMING? OUR TENANT SATISFACTION MEASURES

100%

Compliance with fire, gas, water, asbestos and lift safety

89%

Your home is safe

satisfied

0%

70%

satisfied

The national average is 76.1%

Homes that do not meet the decent homes standard The national average is 0.31%

Landlords approach to handling anti-social behaviour The national average is 57%

64 (total) hate 0.5 (involving incidents)

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Anti-social behaviour cases relative to landlord per 1000 homes The national average is 38.6

COMPLAINTS & LEARNING FROM THEM We are always sorry if something has gone wrong and we welcome complaints so that we can learn from them.

We always aim to get everything right the first time, but sometimes we get things wrong, and if we do, we want you to tell us. We aim to ensure that complaints are dealt with in a person-centred way, fairly and consistently and are resolved at the earliest possible opportunity.

We also aim to promptly put matters right (where required) and to ensure that any lessons learnt from complaints are used to improve our service delivery to customers.

How many complaints we had?

143

In 2023/24 we received 143 complaints. You can see a breakdown of the service areas here: 97 Property (covering repairs) 24 Tenancy & Neighbourhoods 12 Development and Lettings 9 Customer Experience 1 Finance and Business Services

Complaints resolved at stage 1

128

Our complaint process is split into stages. We start with stage 1, where your complaint is reviewed following our process. If you are dissatisfied with the outcome of the complaint at stage 1, you can request to escalate it to stage 2. We always aim to resolve complaints at stage 1, and we work closely with customers to understand complaints and aim to resolve them.

Complaints escalated to stage 2

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If you’re not satisfied with the outcome of your complaint at stage 1, you can ‘escalate’ to stage 2. In 2023/24 we saw an increase in stage 2 complaints from the previous year when we had 4 complaints escalated to stage 2.

In 2023/24 we didn’t receive any Housing Ombudsman investigations, which is the stage after stage 2 complaints.

Complaints investigated in target time

95%

Our time frames for investigating complaints are detailed on our website. In 2023/24 we resolved 95% of complaints within our stated times. We are sorry we didn’t resolve all within our timescales, we have since recruited another colleague to work on complaints which is helping us to meet our targets.

In 2023/24, complaints were grouped into the following themes: Customer Expectations 52 Communication 32 Service Failure 21

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Timescales 19 Work Quality 18 Administration 1

To make a complaint you can email us, call us, visit our website or visit our offices. You can find details on the back page of this report.

LEARNING FROM COMPLAINTS We always look to learn and improve from every complaint we get. We see this is as a really important part of all complaints and these ‘you said, we did’ allow us to improve our services to you. You can read some examples here.

Lessons learnt are reported to our senior management team every month and we have action plans to track progress on these actions. Our Board and engaged customers also review this plan twice a year.

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You said...

And we did...

Customers would like non-emergency repairs to be categorised differently to ensure urgent repairs are responded to faster

Introduced a new 'Urgent' category and improved our diagnosis training with colleagues to ensure repairs of a more urgent nature are responded to faster.

Customers want copies of key tenancy related documents and written communication in their preferred language

Procedures have been amended and training provided to ensure copies of key documents and other written communications will be proactively sent in a preferred language where we know that English is a second language​.

Customers want to know about outstanding repairs before completing a mutual exchange

We will provide people participating in a mutual exchange a clear list of all outstanding repairs and scheduled appointments before the exchange takes place. We have updated our policy to reflect this.

Customers would like to see improvements in how the Trust communicates repair appointments – particularly through SMS text messaging

The Trust has introduced an improved SMS text message facility to enable customers to be provided with more information about a repair in the text message. This includes appointment reminders.

We would like to speak to the Tenancy Enforcement Officer in person to discuss a neighbour dispute

Anti-social behaviour procedures have been changed and we now offer an in-person meeting to all parties involved in a neighbour dispute.

GETTING THINGS RIGHT 923

In 2023/24 we received compliments (that were recorded), from customers. Most compliments received are about our property teams, like our repairs team and open spaces teams for example.

Complaints and Compliments mean alot to us, we can learn from both. We do pass all compliments to our colleagues and it really does mean alot to them to know that customers appreciate the services we provide.

We do also pass all complaint information to our colleagues along with a lessons learnt action plan for each complaint.

Workman were very good they were very understanding about my rescue dog

Today I get the keys to our new home, its fantastic, we are so happy and this has all been possible because of you. Thank you so much ​

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I am very happy with the way the report was handled from the first report to the operative who attended, who was polite and completed the job quickly ​

Thank you so much for your help, kindness and listening to me​

YOUR VOICE We simply don’t exist without you, our customers, and your voices are so important to us. We are committed to improving services through working with and listening to customers, and your lived experiences. We have a large number of ways that you can have your voice heard and influence our services.

We want more customers to get involved with us, to volunteer, to help influence and improve our services.

Get in contact with our Engagement Team to have a chat about how you can get involved!

Email us at getinvolved@wvht.co.uk or call us on 0300 303 9848.

How can you get involved with us, your landlord?

You can join our Customer Assurance team. The team, all customer volunteers, challenge us through the activities they undertake, this makes sure you have an opportunity to provide feedback and influence our service delivery.

The Customer Assurance Team is made up of four sub-groups that focus on each of the Consumer Standards (set by our regulator). The four sub-groups are: The Empowerment Group, The Neighbourhood Group, The Tenancy Group, The Home Group.

Customer Assurance Team members work closely with our colleagues and members of our Board. They can attend regular meetings and twice a year we hold a Joint Board and Engaged Customer Meeting.

The Customer Assurance Team's activities and recommended improvements are reported to the Trust’s Governance Audit & Assurance Committee (GAAC) every quarter and they are a key part of our Governance structure.

The groups help us create and put together the Corporate Plan.

You can also get involved in: E-voice email group - answer regular email surveys Customer Facebook group - a closed group where you can answer surveys and questions posed to the group Customer consultations that help policy reviews and other activities ‘STAR’ (satisfaction tenants and residents) Satisfaction Surveys carried out twice per year via phone to customers Repairs and Complaints satisfaction surveys Neighbourhood Walkabouts Contractor procurement panel interviews

12

YOUR VOICE Our Customer Assurance team has been busy over 2023/24, you can see an example of the work they have done on the next 2 pages. To see a full list of all of their work visit www.wvht.co.uk to read the full report.

We want more customers to get involved with us, to volunteer, to help influence and improve our services.

Get in contact with our Engagement Team to have a chat about how you can get involved!

Email us at getinvolved@wvht.co.uk or call us on 0300 303 9848.

THE NEIGHBOURHOOD GROUP

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The Neighbourhood Group held meetings between September 2023 and May 2024, during which time they looked at the following areas: An overview of the Trust 2022/23 self-assessment against the Neighbourhood & Community Standard and Continuous Improvement Action Plan.

Carried out a desk-top review of the Ground Maintenance Service, this included: policy review, Key Performance Indicators, service standards, works programme, service requests, customer satisfaction feedback, complaints, and outgoing customer communications.

Conducted site visits to gain knowledge of core neighbourhoods, open spaces, shrub beds, communal areas, play areas and insight of how external works impact on the kerb appeal of an area.

THE EMPOWERMENT GROUP

6

The Empowerment Group held meetings between August 2023 and March 2024 during which time they looked at the following areas: Provided with an overview of the Trust 2022/23 self-assessment against the Tenant Involvement and Empowerment Standard.

Knowledge building around our complaints process, the Housing Ombudsman Service and Complaint Handling Code.

The group completed a scrutiny scoping document looking into the communication of how customers can make a complaint. This activity will follow immediately after the completion of the Complaints Self-Assessment, which the group are supporting.

13

YOUR VOICE Our Customer Assurance Groups have been busy over 2023/24, you can see an example of the work they have done on this page. To see a full list of all of their work visit www.wvht.co.uk to read the full report.

We want more customers to get involved with us, to volunteer, to help influence and improve our services.

Get in contact with our Engagement Team to have a chat about how you can get involved!

Email us at getinvolved@wvht.co.uk or call us on 0300 303 9848.

THE TENANCY GROUP

8

The Tenancy Group held meetings between September 2023 and May 2024, undertaking the first scrutiny project and review of the ‘HomeSwapper’ service as part of a wider project of the Trust’s Mutual Exchange offer. As part of this, the group has: Reviewed the mutual exchange system we currently use and are making recommendations to improve services to customers and provide even greater value for money.

Undertook 3 surveys and a social media poll with customers who are registered on HomeSwapper, E-Voice customers and other housing providers.

Undertook a Weaver Vale colleague survey and interviewed key Lettings team colleagues.

Made recommendations to ensure the trust remains compliant with the Tenancy Consumer Standard.

Put plans in place to ensure greater customer and colleague awareness of mutual exchanges and increase the mutual exchanges the Trust facilitates.

Make recommendations to improve the current offer and increase opportunities for mutual exchanges for current and potential future customers.

THE HOME GROUP

11

The Home Group met times from May 2023 to May 2024. This year they have focused on decent homes, the implementation of the new Repairs and Maintenance Policy, safety, compliance and Damp Mould and Condensation. Along with reviewing the implementation of the trust’s new Empty Homes Standard and the trust’s compliance with the regulatory Consumer Home Standard.

Compliance with the Regulatory Consumer Standard - Home Standard The group received an overview of the Trust’s self-assessment of the Home Standard and continuous improvement action plan, along with regular updates throughout the year, around performance, complaints and the satisfaction survey of tenants and residents (STAR) data, so they could monitor the Trust’s compliance with the Home Standard.

New Repairs and Maintenance Policy The group kept oversight of the implementation of the Trust’s new Repairs and Maintenance Policy through updates from the Head of Property, including how the changes will improve services and how it is communicated to customers.

14

YOUR VIEWS Our Customer Feedback Framework is our way of ensuring all customer voice and influence opportunities are reviewed and enable the us to hear from our diverse range of customers.

We do this through a range of opportunities, here are some examples: our Customer Assurance Team is embedded into the Governance structure, we have online engagement through E-voice and Social Media, we hold Joint Board and Engaged Customer Meetings twice per year. You can see more examples below.

4,132

972

customers were surveyed through satisfaction survey of tenants and residents (STAR) ​

143

customers provided feedback through complaints ​made to us

1510

customers gave feedback through the Repairs and Complaint Handling Satisfaction Surveys ​

135

comments were provided through the Facebook Group ​

5

customer consultations completed by the Customer Engagement team – capturing the voices of 512 customers ​

5

survey opportunities for the E-voice email group ​

560 17

923 15

Surveys were completed across the Trust by customers during 2023/24, the feedback from these surveys influences our services across the trust

people spoken to during the annual Neighbourhood Walkabouts ​in Summer 2023

members of the Trust's Customer Assurance Team attended a total of 39 meetings throughout the year

Compliments were also received from customers ​

YOUR VIEWS When we review all the customer feedback received, we group it into themes. This allows us to analyse it and work on action plans, that form our you said we did action plans. This feedback and the plans help us to improve our services based on your views and lived experiences. You can see one of our action plans on page 11.

In 2023/24 we grouped your feedback into the main themes you can see below. You can read more about this information in the Customer Voice and Influence Annual Report, available on our website www.wvht.co.uk

Customers would like repairs and other works to their home completed as quickly as possible and to a high standards ​ Customers would like communication about repairs to be improved – more information to be included in the Text message services ​

Customers don’t want to chase us for updates on responsive repairs or planned works (repairs scheduled after a surveyors appointment) ​ Written communications to customers could be improved – for example translated copies of letters provided or provide easy to read documents ​

Damp, Mould and Condensation is a clear theme that customers make contact about, and continues to be a focus for the Trust​. We know that customers are concerned about this and it remains a priority for us.

You can find advice on our website www.wvht.co.uk or call us on 0300 303 9848.

Some customers have been dissatisfied with how the Trust handles anti-social behaviour ​but addressing reports of anti-social behaviour remains important to the Trust and our approach towards neighbourhood management is being further improved over the next two years.

Customers across most neighbourhoods would like parking to be improved along with better public transport provision and improved open spaces​. This information is shared with Local Authorities who have responsibility for these areas.

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YOUR HOME Every year we carry out a large number of repairs and improvement works to make sure your homes are safe and well-maintained. When you contact us to book a repair, our colleagues will ask questions to determine what priority your repair is following a diagnostic system, so we can get your repair booked in. We group repairs into different priorities to make sure we deal with the most urgent jobs first. You will receive a text when you book your repair appointment, as well as texts reminding you of your repair and when our operative is on the way.

Here’s what work we’ve done in the past 12 months across our homes in Cheshire and Warrington.

If you need to report a repair you can call us on 0300 303 9848, email enquiries@wvht.co.uk or visit www.wvht.co.uk

Responsive Repairs

16,723 Were completed in this year

71.5%

Were completed in our set time-frame Our target was 80%

Emergency Repairs

5,726

Were completed in this year

completed in our set time-frame 99.97% Were Our target was 100%

100% Property Compliance Property Compliance covers important home safety: Gas Servicing Electrical Testing Water Hygiene Management Fire Door Inspection

Fire Risk Assessments Lift Examinations & Servicing Asbestos Management

We also continue to undertake Damp, Mould & Condensation works under our property compliance framework.

17

YOUR HOME Our priority is ensuring that your home is kept safe by undertaking repairs and necessary improvements. We plan our improvements based on the information from stock condition surveys we carry out on your homes.

These ongoing surveys check the condition of your homes, which enables us to make sure we are investing our money in doing the right things at the right time.

Here’s what improvement work we’ve done in the past 12 months across our homes in Cheshire and Warrington.

You can see what improvements will be made to your home within the next five years by registering with My Account at our website www.wvht.co.uk.

207

90

New kitchens fitted

New bathrooms fitted

276

114

Heating replacements

Electrical rewires in homes

93 Roofing replacements to homes

18

We have just had a new kitchen fitted and I would like to thank all the workmen that did such an excellent job. They were on time every day and worked solidly the whole time they were here, nothing was too much trouble for them.

YOUR HOME We have over 6,500 homes throughout Cheshire & Warrington, ranging from from, 1-2 bedroom flats to 2,3,4 bedroom family homes to suit you and your family's needs. We also have bungalows suitable for those aged 55 and over and Independent Living Apartments available throughout the Northwich area. Some of our properties have also been specially adapted for mobility needs.

Most of our homes are let through Cheshire West and Chester Council, Cheshire East Council or Warrington Borough Council, but occasionally we do have homes to rent directly from us. You can find out more from our website www.wvht.co.uk

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350

Affordable Rent & Shared Ownership homes built or bought

Existing homes let to customers

I just wanted to take the time to say a massive thank you for everything your team at Weaver Vale have done for me and my daughter. You were all so helpful and patient. I honestly don't think things could have been done in a more professional and caring way.

19

This number is the number of homes we already own, that became empty, that we then let to new customers

29 Mutual Exchanges Mutual exchange’s are home swaps. This suits people who want to move areas, change home size, for example moving to a smaller home.

YOUR HOME Prospa Homes was launched in 2019 and is the ‘brand’ under which we sell homes via shared ownership. We build and buy new homes in the Cheshire area for Shared Ownership sale.

We partner with some of the most trusted home builders in the North West, such as Barratt Homes, David Wilson Homes and Eaton Homes and work directly with experienced builders such as M&Y Construction and Warden Construction on our own developments.

Read more about Prospa Homes at www.prospahomes.co.uk

At Prospa Homes we exclusively build and acquire new homes in the Cheshire area for Shared Ownership sale.

We are committed to providing high quality homes and therefore working with trusted partners is key to us. All our homes come with a 10 year new home warranty, giving you peace of mind in your new home.

We are committed to providing greater choices and more affordable options for people seeking to buy a quality home of their own.

5 new shared ownership homes sold to customers

20

YOUR COMMUNITY Our Tenancy team is here to help you with issues relating to your tenancy and community. We work in partnership with the local Police and partner agencies such as local councils to help keep our communities safe and ensure tenancy related cases such as Anti-Social Behaviour, are dealt with quickly.

Here’s how we’ve been supporting our customers over the last 12 months across Cheshire and Warrington.

The team worked on tenancy cases

959

An increase of on last year

17%

We closed of the cases we worked on

463

My wife and I were at a loss of who to contact or what to do, we rang the trust. This service is very much needed, its an important service of wvht. The way she was able to keep my wife calm and she was so understanding

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It took an average of days to resolve each case

81.54

A reduction on last year

406

Cases were classified as anti-social behaviour (asb)

We take all reports of anti-social behaviour (asb) seriously and will contact customers to discuss the issue and agree a plan of action going forward. We will also agree how and when we will contact you to update you. Our aim is to resolve disputes as best we can – this may involve getting the two parties to speak to each other. It can involve issuing warnings or it may ultimately result in taking legal action.

YOUR COMMUNITY - THE ENVIRONMENT Open green spaces and the environment are important to us. We value all our open areas, and our committed Open Spaces team manages a substantial amount of land.

Did you know that this team is responsible for mowing communal grass areas, controlling weeds on our pavements, trimming hedges, and creating wildflower habitats that attract bees and other insects. They also carry out estate inspections and external garden repairs, litter pick, maintain Trust owned play areas and replace signage.

Here’s what work we’ve carried out in the past 12 months across Cheshire and Warrington.

2.05

million kWh electricity generated by solar panels

This saved over 1,100 tonnes of carbon emissions going into the air. These emissions are known as greenhouse gases and damage our environment and air quality

We cut

8,500km of hedges

We planted

30 new trees

99.37%

We recycled waste generated by our trades teams and office/depots

We surveyed

650

tree’s for health checks

Just to let you know one of the residents has been in touch to express their gratitude for the good job you did clearing the moss from the Trust owned pavements to the close recently.

22

We planted

5000 new bulbs

SUPPORTING YOU Our Support and Wellbeing team are here to help customers when times are tough and you may need a bit more support to help you improve your wellbeing and continue to live in your home.

The team can help if you are struggling to manage your tenancy or look after your home, especially with areas such as, parting with belongings, maintaining your garden, improving relationships with neighbours and more.

Here’s how we’ve been supporting our customers over the last 12 months across Cheshire and Warrington.

Support & Wellbeing cases were 549549 opened

549

Foodbank referrals to Mid Cheshire 549549 Foodbank A decrease on last year

327

485 of the support & wellbeing cases 549549 were classed as safeguarding

I’m eternally grateful for everything you have done for me. You have helped me more than you would ever begin to understand.

Your passion and commitment to me and wanting me to progress and achieve better things physically and mentally have never gone unnoticed, and I genuinely think I would not be where I am today in a lot of aspects without the time you have put into me.

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Extra advice & contacts made with customers 549549

499

An 18% increase on last year

SUPPORTING YOU Sheltered Living Our Independent Living Apartments offer affordable housing options for rent, at several locations around Northwich. Each location offers secure accommodation for couples and single people over the age of 55.

Designed for those who want the freedom to live independently, within a community of similar aged people - we provide excellent facilities and a warm, friendly atmosphere.

Here’s how we’ve been supporting our customers over the last 12 months.

Our Independent Living Apartments are located in: Moretons Meade, Weaverham, near Northwich Heathbrook, Rudheath, Northwich Queen Elizabeth House, Northwich Fountain Court, Davenham, near Northwich

Activities run by our Older Persons Services team to help 549549 reduce social isolation and strengthen community spirit

Number of residents living 549549 in our independent living accommodation

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106

Did you know?

Our colleagues are attending training to549549 provide armchair exercises for our residents, with the aim being to increase mobility, strengthen muscles and to help prevent falls 24

YOUR RENT The Rent Support team are the first step to helping you get the assistance you need to manage your rent. The team are here to: Look at your income to make sure you’re getting the correct benefits Help to maximise your household income Discuss any support you need and signpost you to different teams in the Trust Talk to other services you’re using to explain the support we’re giving If you are worried about paying your rent or other bills, please get in touch with our Rent Support team.

Here’s how we’ve been supporting our customers over the last 12 months across Cheshire and Warrington.

Total rent collected

£34.97 Million

I honestly could not have gone through this process without your help and I’m truly grateful.

Collecting rent makes sure we can provide essential services to all customers.

You’ve shown incredible care towards me. That, and the kindness shown help me feel i’m worth things.

We collected of our rent

99.51%

Total rent rent owed to us

£551,264 This figure is of our total rent.

1.57%

We have a team that actively works to collect owed rent from customers, by working with them. We also work to collect rent from previous customers.

Thank you for not judging me due to my circumstances, I felt listened to and I'm glad that I stuck with the process as it did at times cause me additional worry & stress. I'm in a better place now, with more income now and no debts - I'm very grateful for all you've done to help me.

Contact us today, call 0300 303 9848, email rentfirst@wvht.co.uk or visit www.wvht.co.uk/your-rent 25

YOUR MONEY MATTERS Our Money Matters team offer expert knowledge, support and guidance with benefits, rent arrears and money management.

If you are struggling financially and are experiencing difficulties with your benefits, have debts or are finding it difficult to manage your money and pay your rent then we can help. Our team are completely confidential, will never judge and are here to help you.

We look to address the cause of your worries and deliver long-term solutions through referrals to in-house and external support teams delivering money advice, employment support and health and wellbeing support.

The team can help you: Gain extra income through obtaining a variety of extra benefits Liaise with partner agencies in relation to your benefit claims Carry out trial calculations Maximise your income Construct appeals on your behalf Attend tribunals in support of refused applications Make necessary referrals to relevant agencies Help you find the right debt solution through one of our partner agencies Help you to budget and manage your money effectively Minimise and reduce your expenditure on gas, electric and water Ease financial and emotional pressures Research Trusts and Charities and assist with any relevant grant applications In the year 2023/24 the Money Matters team achieved:

£4.24 MILLION In extra income gains for customers Which is

2488

I cannot thank you enough for all the help and assistance that you have provided.

Never thought for a moment that we would be entitled to these benefits, having been refused pension credit.

So a great big thank you from the both of us

individual outcomes for customers

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Contact us today, call 0300 303 9848, email rentfirst@wvht.co.uk or visit www.wvht.co.uk/your-rent

YOUR JOB & TRAINING Our Employment Support team is fully funded by The National Lottery’s ‘Reaching Communities’ fund. People across our communities are facing cost-of-living challenges and mental ill health, impacting on their lives. Our team aims to support people who simply aspire to a better life.

We engage with people working/not working reaching a much wider audience. No one needs to fall through the gaps because of eligibility – if they aspire to improve their life, we can help. We can work with anyone, aged over 18 years, living in Cheshire West, they do not have to be Weaver Vale customers.

Here’s how we’ve been supporting our customers over the last 12 months across Cheshire and Warrington.

We have provided a mentoring programme that supports adults 18+ that are unemployed or economically inactive or who simply want to feel better about life.

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We supported people (against target of 180) across the communities we work in, from a variety of backgrounds and situations. Every person we have supported has a different story, a different journey. However, there are common themes: Most participants felt stuck and lacked confidence to move forward Participants didn’t know how to go about how to change in their lives where challenges were preventing them from progressing Participants needed someone to talk to who was impartial with no emotional involvement and participants appreciated an objective view about their situation This approach allowed us to help with wider issues such as health, low confidence, financial stress, housing issues, as well as employment, upskilling, advocacy and moral support

66

people found a job

95

undertook training

118

CV’s created

£988,806

I had to give up my job due to a range of serious health issues. I was behind with all my priority bills. I’ve attended money management courses and developed strategies to budget.

My mentor supported me to address the debts and plans are in place. I have developed new friendships and networks on the course. I’ve loved my time with Raising Aspirations

Secured in financial gains for customers we are working with.

Contact us today, call 0300 303 9848, email workteam@wvht.co.uk or visit www.wvht.co.uk 27

WANT TO READ MORE? If you would like any of these reports printed and posted to you, please contact us and we will arrange this for you.

If you would like a report translating into a different language, please let us know, and we will do this for you and print or email it to you. Just detail the information you would like, the language and email enquiries@wvht.co.uk and we will be in contact with you.

translation by Google Translate Jeśli chcieliby Państwo, aby którykolwiek z tych raportów został wydrukowany i wysłany do Państwa wiadomości, prosimy o kontakt z nami, a my zajmiemy się tym za Państwa. Jeśli chcesz, aby raport został przetłumaczony na inny język, poinformuj nas o tym, a my zrobimy to za Ciebie i wydrukujemy go lub wyślemy do Ciebie e-mailem. Wystarczy, że podasz informacje, które chcesz, język i enquiries@wvht.co.uk e-mail, a my skontaktujemy się z Tobą.

Ak by ste chceli niektorú z týchto správ vytlačiť a poslať, kontaktujte nás a my vám to zabezpečíme. Ak by ste chceli preložiť správu do iného jazyka, dajte nám vedieť a my to urobíme za vás a vytlačíme vám ju alebo pošleme e-mailom. Stačí uviesť požadované informácie, jazyk a e-mailovú enquiries@wvht.co.uk a my vás budeme kontaktovať.

Se você quiser que algum desses relatórios seja impresso e postado para você, entre em contato conosco e providenciaremos isso para você. Se pretender que um relatório seja traduzido para um idioma diferente, por favor informe-nos, e faremos isso por si e imprimi-lo-emos ou enviá-lo-emos por e-mail. Basta detalhar as informações que você gostaria, o idioma e o e-mail enquiries@wvht.co.uk e entraremos em contato com você. yakshchyo vi khochet nadrukuvati ta nadislati bud-yakii ease tsikh zvetiv, bud laska, zv'yazhitsya z nami, i mee organizuemo tse dlya vas. yakshchyo vi khochet pereklasti zvit na inshu movu, bud laska, povidomte nam, i mee zrobimo tse so vas i rozdrukuyemo abo nadislemo yogo vam electronic poshtoyu. prosto detalizuite information, yaku vi khotili b, movu ta electronic enquiries@wvht.co.uk i mee zv'yazhemosya z vami.

We have more detailed reports covering information that is in this annual report on our website. You can find a full list below.

Financial Statements www.wvht.co.uk/performanceCustomer Insights Report www.wvht.co.uk/performanceSTAR (survey of tenants and residents) www.wvht.co.uk/performanceTenant Satisfaction Measures www.wvht.co.uk/performanceDetailed Satisfaction Reports www.wvht.co.uk/performanceComplaints Annual Report www.wvht.co.uk/performanceCustomer Voice Annual Report www.wvht.co.uk/getinvolved Customer Assurance Team Annual Report www.wvht.co.uk/getinvolved Economic, Social & Governance Report www.wvht.co.uk/performancePrevious annual reports www.wvht.co.uk/performanceYour Home customer magazine www.wvht.co.uk/for-tenants Weaver Vale Work Team Raising Aspirations Annual Report www.wvht.co.uk/performance28

HOW TO CONTACT US We are here to help. If you want to access our services, here are the contact details for our customer teams. Our teams and colleagues work out and about in all of our communities, they are also happy to visit you at home, please just ask when you contact them.

For general enquiries and to book repairs Call us on 0300 303 9848 Email enquiries@wvht.co.uk Message us via www.facebook.com/weavervale Visit our customer reception at our Head Office, open Monday to Friday 9am-4pm.

Gadbrook Point - Rudheath Way, Gadbrook Park, Northwich, CW9 7LL Emergency repairs call us on 0300 303 9848, this number is open 24 hours a day, 7 days a week for emergency repairs.

For tenancy information Call us on 0300 303 9848 Email tenancyservicesadmin@wvht.co.uk Visit www.wvht.co.uk/tenancy for more information For rent and money advice Call us on 0300 303 9848 Email rentfirst@wvht.co.uk Visit www.wvht.co.uk/money-advice for more information For support and wellbeing Call us on 0300 303 9848 Email supportteam@wvht.co.uk Visit www.wvht.co.uk/support for more information For work advice Call us on 0300 303 9848 Email workteam@wvht.co.uk Visit www.wvht.co.uk/employment-support for more information To make a complaint Call us on 0300 303 9848 Email us at complaints@wvht.co.uk Visit our customer reception at our head office, open Monday to Friday 9am - 4pm Visit our website www.wvht.co.uk

You can also visit our website where we have alot of customer information - www.wvht.co.uk

Follow us on Facebook to keep up to date with Weaver Vale news and community events.

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