annual report to tenants & value for money self assessment ... · & value for money self...
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![Page 1: Annual Report to tenants & Value for Money Self Assessment ... · & Value for Money Self Assessment 2015 / 2016. A look inside... ... ead re ead re ead re efficiency savings made](https://reader031.vdocuments.us/reader031/viewer/2022020415/5bfa75c609d3f2762a8ba2ff/html5/thumbnails/1.jpg)
Annual Report to tenants & Value for Money Self Assessment
2015 / 2016
![Page 2: Annual Report to tenants & Value for Money Self Assessment ... · & Value for Money Self Assessment 2015 / 2016. A look inside... ... ead re ead re ead re efficiency savings made](https://reader031.vdocuments.us/reader031/viewer/2022020415/5bfa75c609d3f2762a8ba2ff/html5/thumbnails/2.jpg)
A look inside...(Click icon to view)
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
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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
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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
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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
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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
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Value for Money Standard
HOME
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%
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Read our full VFM self-
assessment here