Providing Quality Sustainable Homes
We aim to ensure our tenants are living in warm, safe, high quality, sustainable homes in a place they are proud to live.
Here’s how we are doing…
Performance
Tenant Satisfaction Measures
Homes that do not meet the Decent Homes Standard (RP01)
Emergency repairs completed within target timescale (RP02)
Non-emergency repairs completed within target timescale (RP02)
Gas safety checks (BS01)
Fire safety checks (BS02)
Asbestos safety checks (BS03)
Water safety checks (BS04)
Lift safety checks (BS05)
Key stats
We are committed to providing you with safe, warm, high-quality and energy-efficient homes. To meet this commitment, 1,260 homes have received energy efficiency improvements during 2023/24.
The year in review
We listened (Complaints)
You told us that we needed to improve the way we manage complex and multi-trade repairs.
We acted
We introduced new internal processes to monitor complex repairs while these are in progress and introduced trackable repairs within the My Livin App to allow customers to be kept informed about ongoing repairs and reduce the need to chase up appointments.
Repairs communication
We listened (Customer voice - Amplified survey)
Tenants and leaseholders living in flat blocks with a communal area were asked how frequently they would like the communal areas to be cleaned. 60% responded fortnightly would be their preference.
We acted
We have awarded a cleaning contract, which means that we will clean communal areas fortnightly rather than monthly.
Have you read our summarised policies?
We have summarised our customer policies to make them accessible and easy to read.