Progressive and resilient through change
Annual report 2023-24
Jump to section
Keep rent arrears under 3%
1.58%
Total income
£126m
New homes completed
178
Can’t see this video? Click here
Find out more about our performance in 2023-24
Our performance
Living our values
Community organisations who received funding
38
Employees living in our communities
89.13%
Money spent with local suppliers
£34.8m
Can’t see this video? Click here
Find out more about our performance in 2023-24
Our performance
Making a positive difference to homes
Money spent on repairing, maintaining and improving our homes
£46.9m
Compliance with statutory checks
99.21%
Homes let
1,044
Can’t see this video? Click here
Find out more about our performance in 2023-24
Our performance
Making a positive difference to lives and communities
Money savings for customers due to support
£3,351,884
Retirement living customer satisfaction
93%
Hours of care and support
62,456
Can’t see this video? Click here
Find out more about our performance in 2023-24
Our performance
Our finances
Our performance
Jump to section
Finances
Value For Money (VFM)
Money spent with local suppliers
£34.8m
Suppliers in Shropshire and Staffordshire
190
Local suppliers
Suppliers based locally
33%
Percentage of total spend with local suppliers
61%
Homes
Money spent
Money spent on repairs and maintenance
£31,071,050
Money spent improving homes (including building safety)
£15,875,000
Tenancy
Keep rent arrears under 3%
1.58%
Homes let
1,044
General needs homes let
820
Retirement living homes let
224
Communal area fire safety inspections
5,319
Customer services
Calls resolved at first contact
0%
Calls answered
136,510
Customer emails answered
29,419
Views of our Homes Plus website pages
842,587
Calls answered within 30 seconds
68%
Facebook messages responded to within 4 hour SLA
80%
Customer service satisfaction
90%
Complaints customer satisfaction
Compliments received
478
Complaints received
1,573
Complaints responded to within 10 days
80%
Complaints resolved at stage 1
81%
Overall customer satisfaction
0%
•Upheld: 58%
•Partially upheld: 16%
•Not upheld: 21%
•Withdrawn: 4%
•Refused: 0.13%
•Cancelled: 0.77%
Nature of complaints
Failure to resolve damp & mould (147)
9%
Delay in resolving the issue (200)
13%
Failure to repair heating/hot water (85)
5%
Delay in starting repairs (82)
5%
All other complaints (861)
55%
Repairing homes
Repairs completed
45,755
Repairs completed within target
73.29%
Customers happy with repair service
94%
Improving homes
Homes benefitting from energy related works (SHDF, ECO and Warm Homes Funding)
119
Home improvement waste recycled
97%
Tonnes of landfill waste prevented
1,837
Homes benefitting from minor adaptations
427
Homes benefitting from disabled adaptations
91
New kitchens
346
New bathrooms
500
New wetrooms
120
New external doors
650
New heating
769
Property rewires
237
Keeping our customers safe
Safety inspections completed
77,224
Compliance with statutory checks
99.21%
Gas heating services completed
16,333
Gas reactive jobs completed
12,411
Fire door inspections completed
18,994
Electrical inspections completed
3,082
Asbestos surveys completed
1,974
CO alarms fitted
16,540
Number of customers reporting damp and mould in 23/24
1,546
Overall, no access for enquiries received in 23/24
347
New homes
New homes completed
178
New homes completed for rent
89
New homes completed for shared ownership
54
New homes completed for open market sale
35
Customers satisfied with their new home
100%
New homes completed (by location)
Stafford
38
South Staffordshire
99
Shropshire
19
Telford & Wrekin
22
Severn Homes
Market rent homes managed
114
Market rent homes let
28
Rent arrears
0.05%
Shared ownership homes sold
76
Total rent collected
£892,135.50
Lives
Retirement living
Retirement living communities
57
Retirement living customers
2,261
Customers who took part in wellbeing activities
42,370
Wellbeing activities offered
7,948
Care Plus customer satisfaction
Retirement living customer satisfaction
0%
Care and support customer satisfaction
0%
ReConnected (launched October 2023)
Community members engaged
299
Areas with regular activities
5
Total events
61
Members that are not existing Care Plus customers
80%
Domiciliary care
Hours of care and support
62,456
Hours of domiciliary care per week
1,201
Residential care at The Sandford
% of residents who feel the care they receive is satisfactory or excellent
100%
% of residents who feel involved in decisions made about their care
97%
% of residents who feel they are treated with dignity and respect
98%
Telecare
Critical calls received
62,502
Critical calls answered in 60 seconds
97%
Enhanced telecare assessments done in 48 hours
100%
Installations completed within 5 days
100%
Telecare customer satisfaction
97%
Customers feel telecare offers VFM
98%
Customers who would recommend telecare
100%
Employment and money advice
Money savings for customers due to support
£3,351,884
Customers helped by Plus services
3,139
Customers supported by Community Hubs
1,596
Debt counselling saved our customers
£105,166
Customers supported with specialist debt advice
33
Customers helped into employment
42
Utility bill advice saved our customers
£37,266
Communities
Involved customers
Total involved customers sharing their views
81
Customer surveys carried out
5,445
Hours volunteered by Customer Partnership Panel
453
Involved customers recruited
11
Actions taken from CPP recommendations
26
Anti-social behaviour (ASB)
Number of evictions due to ASB
4
ASB cases resolved
468
Cases resulting in legal action
12
Injunctions
6
Number of cases referred to community safety for gas no access
884
Number of cases referred to community safety for electrical inspections no access
83
Number of cases referred to community safety for electrical rewires no access
20
Number of cases referred to community safety for remedial electrical works no access
50
Estate issues resolved
168
Number of mutual exchanges completed
81
Injunctions for gas no access
8
Injunctions for electrical work no access
16
The Homes Plus My Community Fund
Community organisations who received funding
38
Total funding awarded
£33,585
Our people
Employees in our communities
Employees living in our communities
89.13%
Customers employed
62
New apprentices from our communities
7
Our workforce
Total workforce
968
Training hours completed by colleagues
20,800
Talent management programme participants
27
Our future
Our future
Our 2024-26 Progressive and Resilient Through Change corporate plan will inform our actions and shape our relationships with partners.
We remain focused on making a positive difference to homes, lives and communities.
Click the above link to download and read.
