Annual Report to tenants & Value for Money Self Assessment

2015 / 2016

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23%Reduced ASB by

Neighbourhood and Community

Standard

96%Tenant

Involvement and Empowerment Standard

Overall satisfaction with the Trust as

landlord

Home Standard

Response repairs completed on the

same day

85.2%

Amount of efficiencies made

£1.81million

Value for Money Standard

Annual Report to tenants 2015/2016

99.8%

Tenancy Standard

% Rent collected for 2015/16

HomeStandard

Annual Report to tenants 2015/2016

HOME

Keeping your home safe

Amount spent keeping homes safe

gas safety, rewiring, electrical tests, asbestos removal & management and

fire safety upgrades

£3.16 million

2014 2013 2012

Repairs% Response

repairs completed on the same day

% Customer satisfaction with

repairs completed right first time

% Customer satisfaction with the

repair that has just been completed

87.9

repairs carried outduring the year

39,289

88.4

96.1

85.2

88.9

93.9

14/15 %

14/15%

14/15 %

15/16 %

15/16 %

15/16 %

Development

5121208

£86,200,000New homes added

Invested

Curently on site homesNumber of

apprenticeships generated 54

Amount invested in improving homes £7,250,000

Bathrooms Kitchens Windows Gas boilers

316 241 88 883

71.82015/16 %

71.22014/15 %Average

SAP rating

0.99 1.162015/16 2014/15Heating repair

visits per property

Amount saved through

efficiency measures

Planned improvements

Customer satisfactionwith improvements

9.71/10

% properties meeting Decent Homes standard 99.85

Improving homes

£622,000Properties with an up-to-date

gas safety check

100%fifth yearrunning

Efficiency

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efficiency savings made£1.37million

Roofs Walls

387 329

2015/16

Tenant Involvement and Empowerment

Standard

Annual Report to tenants 2015/2016

HOME

559676276

Adaptation type

Grab rails, handrails, stair rails and lever taps

Wetrooms and showers

Paths, ramps, steps, doors and gates

Other

No. completed 15/16

130,516Number of calls handled

248 168

23%

8%13% 9%

10%

174New process

implemented at the start of 2016 to help capture

more complaints

2015/16 2014/15 2013/14

Number of complaints

Complaints

Top 5 reasons for complaint

Communication

Delay

Quality

Perceptions

Attitude

SPEND

685 Min

or 79 M

ajo

r

Adaptations

Support Services

Contact Centre

Amount spent on upgrading schemes

14Number of schemes upgraded

£771,000

£149,000

mobile response officer call outs

Savings to other organisations

over the year £60,000

Additional funding generated

308

Resident Involvement

£355,000

14/15 15/16

Overall customer satisfaction 95% 96%

Satisfaction with repairs and maintenance 93% 93%

Satisfaction with views taken into account 89% 85%

Satisfaction with being treated with fairness and respect 95% 93%

Satisfaction with value for money for your

rent 82% 89%

£31,000Total value of volunteering

Customer Service

Star Survey

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164 social events organisedby Retirement Living

Volunteer Hours Value

Tenants’ Panel 2140 £14,336

Customer Assurance Panel 227 £1,520

Tenant Auditors 452 £3,028

Stafford (Wrekin Residents’ Group) 600 £4,020

Other 1 207 £8,086

Neighbourhood and Community

Standard

Annual Report to tenants 2015/2016

HOME

Community Fund

29£41,868Amount awarded

Number of successful organisations

Homecheck

Number of Homecheck visits requested

Number of Homecheck visits carried out

Vulnerable tenant identified

Additional housing management support provided

Referred for specialist help

Number already known

Advice given to tenant

912689

11115245

223318

2015/16

2015/16

Previous year

769

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ASBTop 5 types

of ASBNumber of ASB cases dealt with

Reduction in case numbers since

2014/15

of cases that were severe

Number of households

evicted due to ASB

44723%

3.6% 2

Noise

Neighbours

Verbal abuse

Drug abuse

Music

29%16%8%7%7%

8%2015/16

11.2%2014/15

% starter tenancies not renewed

Pre-tenancy assessments

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Tenancy Sustainment

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52% reduction since 2013

Annual Report to tenants 2015/2016

Mo

ney

Ma

tte

rs

1287Home

content insurance members

Number of cases supported Discretionary awards

Additional weekly benefit generated

Energy extra visits

Savings generated through Energy Extra

Total additional benefit generated

Backdated Housing Benefit secured

1671 £48,000

£566,807

113£50,395

£861,000

£113,841 Rents

0.73%Court Costs

Tenant rent arrears at financial year end

Number of

evictions

59,600,000

437,876

£69,000 £30,155

394,144

2015/16

2015/16

2015/16 2014/15

2014/15

45 412015/16 2014/15

Rent charged during the year

Current tenant rent arrears

as a % of rent collectable

% Rent collected 99.8 99.2

2015/16 2014/15

HOME

Satisfaction

1303Number of lettings

Average relet

Transfers

Mutualexchange

2015/16

2015/16 2014/15

266

16.59 days

9.568

9.5

Lettings

2014/15 = 14.53 days

2015/16 2014/15

Rent loss due to voids

855

0.48% 0.31%

TenancyStandard

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Through our partnership with Reviivewe have...

1200tenancy assessments

40%resulted in additional

support

collected

tonnes of furniture716

reused/recycled

tonnes of furniture

Value for Money Standard

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Income

THE POUND

Expenditure

New developments 60.2%Rents and

service charges 40.7%

Garage and shared ownership rents 0.7%

Trading activities 3.1%

Leasehold charges 0.5%

Interest on loans 10.2%

Management and services 11.7%

Repairs and improvements 14.6%

Development loans 39.8%

Property sales 7.5%

Bad debts 0.2%

Other 0.6%

Development grants 7.7%

Read our full VFM self-

assessment here