Performance
Throughout the last year we:
Delivered
229
new homes with an additional 698 affordable new homes on-site
Sold
258
homes for market sale and shared ownership, and invested £52m to build new homes
Delivered improvements to almost
1500
homes at a total cost of just over £13.5m
Invested
£120,000
on adaptations to ensure our customers could stay in their homes
Achieved
9/10
overall satisfaction for the Repairs Service, from feedback across 3663 customer responses
Achieved
89.1%
of repairs being genuinely fixed first time
Calls received into Customer Hub last year
102,320
Overall Customer satisfaction 2019/20
7.53/10
Maintained
100%
Decent Homes status through the year
Engaged with more than
1000
residents by creating innovative services and community projects in our neighbourhoods
Supported over
1400
households into employment, training and volunteering opportunities
Invested
£100,000
into our network of community centres
Carried out over
30,000
repairs
Secured
£105,000
of social value funding for a range of projects and services within our communities
So far this year we have:
Calls received into Customer Hub April 2020 to Sept 2020
40,740
Calls received into Equity Region Contact Centre April 2020 to Sept 2020
11,933
Made over
4,000
welfare calls to customers
Set up our Resilience Fund, which saw
£100,000
being made available to help community groups
Set up a Great Places Emergency Fund and dealt with in excess of
100
applications from customers facing financial hardship
Secured a further
2 years
of European Social Fund grant for the More Positive Together project in Lancashire, helping customers with complex needs to progress into work
Helped
86
customers in financial difficulty through our Money Advice Service, within our Equity Region generating £35,435 for affected customers
We take the health and safety of our customers seriously and continue to place a lot of importance on gas safety and more broadly customer safety. The percentage of our properties with a valid in date Gas Safety Certificate has been consistently at 100%. Due to the impact of the lockdowns and ability to access properties, performance dipped below 100% for the first time in a number of years, however we have since been working hard to increase compliance and have seen month-on-month improvements since May. As at the end of October we had 3 expired certificates.