Inspired and guided by our values
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Our performance
Our performance
How my rent is spent
Key
- •Investment in new homes: 9p (2021-22 6p)
- •Staff costs and overheads: 24p (2021-22 29p)
- •Interest on our loans: 18p (2021-22 18p)
- •Repairs and maintenance: 19p (2021-22 19p)
- •Building safety and compliance: 12p (2021-22 11p)
- •Improvements to your home: 9p (2021-22 10p)
- •Services to your home and
communal areas: 9p (2021-22 7p)
Value For Money (VFM)
Customer satisfaction
Our overall customer satisfaction has improved
compared to
This year, more of you told us that you were happy with the homes and services you receive from us. We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. Where you told us that there were areas for improvement, we are working hard to do better.
*Actual figure 90.55%
Key
- •Upheld: 51%
- •Partially upheld: 26%
- •Not upheld: 20%
- •Withdrawn: 2%
- •Refused: 0.5%
- •Cancelled: 0.5%
Our average complaints response time has improved
compared to
We know that sometimes things go wrong and when this happens, we want to hear from you. This year, we introduced a new complaints policy to meet the requirements of the Housing Ombudsman’s Complaints Handling Code and responded to more complaints within our target of ten working days.
Nature of complaints
My tenancy
We kept rent arrears under 3%
compared to
Keeping arrears down means that we can help tenants avoid rent debt, as well as maintaining our income to pay for home improvements and repairs. By providing employment and money advice and encouraging customers to talk to us about money worries, we kept rent arrears below our target of 3%, despite a cost of living crisis.
Customer services
We resolved more calls at first contact
compared to
We set out to meet the needs of our customers the first time you call. This year, we achieved that more often. By offering more ways to find information and advice on our website and social media, we could do more to help customers who needed to call us.
New homes
We completed less new homes than in 2021-22
compared to
We saw a significant fall in the number of new homes completed in 2022-23. Following the coronavirus pandemic, developer partners delayed their affordable homes programmes as a sharp upturn in the construction sector, following lockdown, brought increased prices and exceptional demand for building materials.
My home
Improving homes
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Keeping you safe
Retirement living
My support
My community
Involving and empowering our customers
Anti-Social Behaviour (ASB)
The Homes Plus My Community Fund
We supported more community organisations
compared to
The Homes Plus My Community Fund responded to requests for grants from organisations throughout Staffordshire and Shropshire. This year we increased the number of grants made to groups making a positive difference in difficult times.