annual report 2013 2014

Annual Report

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Annual Report 2013/14

Welcome to our Annual Report 2013/14 where we review how we did and what we achieved in our journey in the 12

months between April 2013 and March 2014.

We hope that in this report you will see the significant improvements we have made in our journey over the year from April 2013 to March 2014 and how we have continued to

expand the positive impact of our services on the communities around us.

We know that we are not at the end of our journey yet. On these pages we also want to show you what we are doing now and are going to do during the next six months

as we move forward.

If you would like to read a more detailed report on our performance over the year, please visit our website www.svhs.org.uk/vfm and down-

load our Value for Money report. Alternatively please contact us on 01684 272727 or

editorial.panel@svhs.org.uk and we will send you a copy.

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Customer Service How did we do on our journey during the year between April 2013 and March 2014?

Where are we now and where are we going next?

One area we are focusing on in 2014/15 is our online service. For example, we have just launched our new app for mobiles and tablets.

We are also working on improving the section on our website where you can log in to your Severn Vale Housing account. One benefit of this is that you’ll be able to log in and book an appointment time with our Repairs team, without needing to call us to book a time slot.

42,292calls were answered by

the contact centreCompared to 41,868

calls the previous year

85%of calls were

connected to our team within 10

secondsCompared to 83% the previous year

of 1075 respondentswere satisfied with the overall service provided by Severn

Vale Housing Compared to 93% the

previous year

94%

142

formal complaints

were made Compared to 171 the

previous year

Annual Report

Shared ownership is a form of home ownership that combines renting with buying. We’re going to review our shared ownership process in 2014/15, to make it as efficient and hassle free as possible for both sellers and buyers. We will also continue to focus on getting empty homes ready for new tenants as soon as possible.

Where are we now and where are we going next?

Lettings

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349properties were

allocated. 312 of them were allocated through

Gloucestershire Homeseeker

10.7days was the average time

between one customer moving out of a property and the next moving in

Compared to 13.9 days the previous year

properties were accepted at first offer. Compared to 73% the previous year

88%

By introducing accompanied viewings

we managed to achieve this increase in the number of homes accepted at first offer and therefore reduce

the time properties are empty

customers moved to a home with

fewer bedrooms following the

introduction of the “bedroom tax”

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How did we do on our journey during the year between April 2013 and March 2014?

Annual Report

Where are we now and where are we going next?

In 2014/15 we’re introducing new ways of working to improve communication with customers. We’re also investing in ongoing training on Anti-Social Behaviour for our Anti-Social Behaviour team and our Customer Service team.

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88%of 139 respondents

were satisfied with how anti-social behaviour cases were dealt with Compared to 84% the previous year

0evictions

Compared to 1 the

previous year

Noise was the most common anti-social

behaviour we dealt withThis is the same as

last year

anti-social behaviour cases were dealt with.

Compared to 220 the previous year

230

4

Injunctions/Court undertakings

Compared to 8 the previous year

Anti-Social Behaviour How did we do on our journey during the year between April 2013 and March 2014?

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Rent Payments

Where are we now and where are we going next?

We will continue to prepare for Welfare Reform during 2014/15 and will continue to review our processes and payment methods and our approach to rent collection.

Also we’ll start to use mobile devices so when our Officers are out of the office and with customers, they can provide a more efficient service and answer queries more quickly and easily.

60,000+daily visits were made to customers, to check on

them

350+independent living

plans were completed with our customers to

ensure the right level of support is in place for

each customer

We introduced a new Retirement Service

Standard developed by and with our residents

in the retirement schemes28,712

alarm calls were received at the control centre from customers with the Helpline alarm

service installedCompared to 21,296 the

previous year

Where are we now and where are we going next?

In August this year we took over the management of Rushworth Close, a Sheltered Housing scheme in Cheltenham. We’re looking forward to working with them in 2014/15. During 2014/15 we’re also looking at how we can provide services to elderly people in the local community, to help them remain independent in their own home for longer

275customers switched to pay by Direct Debit. We

introduced a better Direct Debit service allowing Direct Debit to be paid any day with

any frequency

We helped more

tenants to reduce their

arrearsHow did we do on our journey during the year between April 2013 and March 2014?

Elderly ServicesHow did we do on our journey during the year between April 2013 and March 2014?

Annual Report

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The work we carried out to improve and adapt customers’ homes included:

minor adaptations

re-wiresbathrooms kitchens heating systems

Responsive Repairs

12,972repairs were carried out.

Compared to 12,817 the previous year

80% of repairs in 2013/14 were fixed first time

Where are we now and where are we going next?

In 2014/15 we will be re-starting a programme of painting the outside of homes every five years, to help maintain their appearance and increase pride in neighbourhoods.

of 899 respondents

were satisfied with our repairs

and maintenance service.

Compared to 97% the

previous year

95%

Where are we now and where are we going next?

We are looking at how we can become more efficient by organising the jobs our Repairs team does according to their location, to reduce the time the team spends travelling between jobs.

How did we do on our journey during the year between April 2013 and March 2014?

Planned MaintenanceHow did we do on our journey during the year between April 2013 and March 2014?

Development

Where are we now and where are we going next?

In 2014/15 we plan to develop 64 new homes and we will make best use of our land and properties and our access to funding to enable us to do this. We will also continue to develop homes on behalf of other Registered Providers – Wyedean Housing Association, Cirencester Housing Society and Gloucestershire Rural Housing Association.

Community Involvement

Where are we now and where are we going next?

We have recognised that the amount of customer engagement in formal consultation activities and groups slipped a little in 2013/14. This year we have therefore been reviewing our involvement opportunities, creating more modern and varied ways for you to influence key decisions at Severn Vale Housing. We have also been working to help more customers get online and improve our digital services. We’ve also been supporting local community members to help each other such as through our “Garden Mentors” scheme.

83new homes

Compared to 23 the previous

year

248customers were

involved with customer groups

Compared to 277 the

previous year

12services were changed or improved following customer

involvementCompared to

18 the previous year

ways for customers to get involvedCompared to 19 the previous

year

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How did we do on our journey during the year between April 2013 and March 2014?

How did we do on our journey during the year between April 2013 and March 2014?

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£51.3ksaved through new

contracts for lift servicing, asbestos surveying and

asbestos removal

£18.8mAnnual Turnover

Compared to £17.5m the previous year

Money

Where are we now and where are we going next?

We’re continuing to focus on achieving value for money across the organisation, particularly in areas such as Responsive Repairs and Estate Management.

We will also investigate the opportunities available to expand our commercial activity during the year, developing further services using the core skills we have in maintaining properties and other housing services.

Where we spent money

£0.934mEstates services and

management

£2.511mRoutine maintenance

£5.299mInterest costs

£5.500mHead office management

£1.836mMajor repairs

£0.671mOperating surplus for the year

£2.009mHousing depreciation and

disposal

£0.059mArrears/repairs write offs

How did we do on our journey during the year between April 2013 and March 2014?

Annual Report

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