Providing Quality Sustainable Homes
We aim to provide you with safe, warm, high-quality, and sustainable homes.
To achieve this we provide choice and deliver accessible, convenient, reliable and responsive maintenance services to ensure your home is maintained to a high standard.
During the year we invested £7.9 million in the repairs service. As the cost of living began to rise and due to economic uncertainty, we invested in the energy efficiency of over 200 homes, reducing carbon emissions and energy bills.
We will provide you with safe, warm, high – quality and energy efficient homes. More local offers.
Achieving our targets for 2021/22 was challenging with a backlog of repairs resulting from successive lockdowns, adverse and extreme weather and issues with the availability of materials for repairs. In 2021/22, performance didn’t achieve targets for our repairs service satisfaction, speed of repairs and completing repairs at the first visit. Despite these challenges, we delivered over 31, 500 repairs last year (up from 29, 000 in 2020/21) and throughout the year we ensured that crucial services to keep you safe were maintained to a high standard.
During 2021/22 we acted on your feedback to improve our services by introducing extended repairs appointments to 7pm Monday to Friday and on a Saturday morning to increase availability and provide more convenient services. We also introduced proactive contact and improved our processes to respond to damp repairs.
We listened
You told us through feedback and satisfaction surveys that our repairs and maintenance service overall could be better.
We acted
We worked with four tenants to scrutinise the repairs service and working together we introduced seven service improvements including improved diagnosis of repairs by our customer services team so that when you report a repair our operatives will be allocated the right amount of time and materials to complete a repair right first time.
We listened
You told us what investment is important to you for your home.
We acted
We published our set Asset Management Policy and Strategy which set our priorities for the next 3 years to bring our homes up to EPC band C standard. We also offered more options to you such as a greater choice of bathroom and kitchens and a bigger focus on making homes more energy efficient.