Annual Report 2021-22

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Homes - Les Clarke,
Executive director of housing
and care

October 2021

A new name in affordable housing in Staffordshire and Shropshire

A new chapter for social housing tenants got underway, as three landlords in Housing Plus Group joined together to become Homes Plus.

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Customer services

Repairs and maintenance

Tenancy

Total rent collected

£87,819,504

Keep rent arrears under 3%

1.75%

Homes let

1,242

General needs homes let

966

Retirement living homes let

276

Communal area fire safety inspections

3,759

Starter tenancies & follow-up calls

750

Tenancy agreement changes

250

Customers feel rent offers value for money

88%

Customers feel service charge offers value for money

74%

Customer services

Calls answered

149,027

Customer emails answered

16,911

Views of our website pages

273,534

Customer satisfaction

90%

Calls resolved at first contact

72%

Customer satisfaction

Compliments received

399

Complaints received

1,069

Average complaints response time

12 days

Complaints resolved at stage 1

85%

Overall customer satisfaction

67%

Complaints responded to within 10 days

74%

Outcome of complaints:

Upheld

57%

Partially upheld

26%

Not upheld

17%

Nature of complaints:

Failure to complete repair (262)

24.51%

Lack of communication (130)

12.16%

Staff attitude and behaviour (91)

8.51%

Delay in starting the repair (77)

7.21%

Failure to resolve damp and mould (68)

6.36%

All other categories (441)

41.25%

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Homes - Andrew Kenny,
Interim executive director of property and asset management

February 2022

Top award for homes and maintenance

Property Plus, which carries out repairs and maintenance services for all our Homes Plus customers, has been named Contractor of the Year in the UK Housing Awards.

Homes

Spend on improvements, maintenance and repairs

£39,717,232

Money spent on repairs & maintenance

£30,445,894

Repairs carried out

40,561

Electrical repairs completed

9,515

Money spent improving homes

£9,271,338

Customers happy with repair service

92%

Repairs completed within target

90.31%

Home improvement waste recycled

99.15%

Tonnes of landfill waste prevented

1,144

Improving homes

New kitchens

437

New bathrooms

731

New wetrooms

87

New composite doors

434

New boilers

935

Property rewires

401

Homes benefitted from minor adaptations

246

Homes with disabled facilities grant work

70

Grant funding for energy efficiency improvements

£167k

Homes improved with this grant funding

107

Money secured from the Social Housing Decarb Fund

£1.2m

Keeping our customers safe

Safety inspections completed

46,668

Including

Gas heating services completed

16,148

Gas reactive jobs completed

12,258

Electrical inspections completed

4,068

Fire door inspections completed

3,804

Compliance with statutory checks

99.7%

Asbestos surveys completed

3,182

Building safety site tours

597

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