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September 2012 Tenants Update 9
Annual R
eport
This annual report tells you how we performed last
year and whether we met our targets. Our targets
are important but what is more important is what
you think about us. This is your opportunity to judge
us on whether we’ve done what we promised.
This report tells you how we performed in five
areas, tenant involvement and empowerment,
home, tenancy, neighbourhood and community
and value for money. These are the five standards
checked by the Homes and Communities Agency,
the organisation which checks on social landlords.
These are also areas where we have set service
standards or promises to you. These are available
on our website or in our One Stop Shops.
There is also a more detailed version of this report
and a video which are available on our website
www.wolverhamptonhomes.org.uk.
“Wolverhampton City Council is proud to endorse
the third ‘Annual Report to Tenants’ prepared by
Wolverhampton Homes who provide housing
services to the Council’s tenants across most of
the City.
“This report gives information on the performance
of Wolverhampton Homes, as the Managing Agent
working on behalf of the City Council. It shows
how the management performance matches up
to the standards put in place by the Homes &
Communities Agency, which is the governmental
regulatory body that oversees social housing in
England.
“The City Council is aware that many tenants
have helped shape the ‘Annual Report to
Tenants’ and this highlights the City Council’s and
Wolverhampton Homes’ commitment to engaging
with and responding to tenants needs in relation to
their homes and how they are managed.
The City Council continues to support and monitor
the work of Wolverhampton Homes to ensure
that the service provided to tenants is of a high
standard and that every opportunity is taken to
improve further.”
How did we do? What do you think?
Thank you to everyone who got involved this year.
You have made a real difference to our services by
giving us your feedback and views.
We’re sorry to hear that some of you don’t feel
we take your views into account. There are lots of
ways that we use your views to change the way we
provide services and improve them. This includes
feedback from Get Togethers, Estate Inspections,
Special Interest Groups, surveys and complaints.
Examples of how we have taken your views into
account are on our website
www.wolverhamptonhomes.org.uk and search
“you talk we listen”.
We’re pleased that most of you feel that we
keep you informed but we’d like everyone to feel
informed. There are lots of ways to find out what’s
happening. You can read Tenants Update and our
leaflets and you can follow us on Twitter, Facebook
and YouTube.
585 of you joined in with “Get Togethers”, Special Interest Groups,
Review Panel and Tenants Update Editorial Board.
Almost seven out of ten (69%) of you said you were satisfied that
we take your views into account. (Target: 70%).
Almost eight out of ten (79%) of you said you were satisfied that we kept you informed. This is a 2% increase on previous year. (Target: 79%)
Tenant Involvement and empowerment
Councillor
Peter Bilson said:
Home
Home
10 Tenants Update September 2012
We’re sorry we didn’t answer all of your calls within
20 seconds. We’ve put a lot of work into improving
this. We have increased the number of staff and
improved staff training. These changes helped us
improve so that by the end of the year we answered
seven out of ten of your calls within 20 seconds. The
number of disconnected calls also went down to
4.2% which is on target.
From this year we have improved the options
for you when you phone us so that you can now
choose to be put straight through if you want make
a card payment or speak to the Wolverhampton City
Council’s housing benefit team. This will improve our
service to you and the speed that we answer your
calls. We made these changes using your feedback
at the Get Togethers.
Nine out of ten (92.86%) of you said you were satisfied with how
your call had been handled.
We answered four out of ten (48.5%) of calls over the year within
20 seconds. (Target: 80%)
One out ten (11.80%) of calls were disconnected by you before
we answered. (Target: 5%)
Customer Service
We have now completed 16,770 Decent Homes
with about 6,500 homes to go which will be finished
by spring 2015. You can find out when the Decent
Homes work will be carried out to your home by
visiting our website www.wolverhamptonhomes.org.
uk and searching “yellow book”. This was sent to
everyone last year and gives the streets and year for
when work is due to start.
We carried out Decent Homes work to 2010 homes.
(Target: 1,973)
We completed almost ten out of ten (98.55%) of Decent Homes
work within 20 days. (Target: 96%)
Almost ten out of ten (96.84%) of you said that you were
satisfied with the Decent Homes work. (Target: 95%)
Decent Homes
We want you to live in a well maintained home and
we know that you want repairs to be completed
quickly and in one visit.
We missed our tight targets this year but only by a
small amount. We’re sorry if yours was one of the
repairs that we carried out late. We are making lots
of changes including improving our appointments
system, how we diagnose and plan repairs and
carrying more parts on our vans so that we can
complete more repairs first time.
We carried out almost ten out of ten (99.46%) of emergency
repairs within 24 hours. (Target: 99.75%)
We completed almost ten out of ten (98.87%) of urgent repairs
within 7 days. (Target: 99.5%)
We completed almost ten out of ten (98.86%) of routine repairs
within 20 days. (Target: 99%)
Repairs and Maintenance
HomeAnn
ual R
epor
t
Neighbourhood and
community
Tenancy
TenancyLettings and Re-housing
September 2012 Tenants Update 11
How quickly we re-let homes is very important, it
means new tenants can move into their new home
as soon as possible and it means less rent is lost
because a home is empty.
We’re pleased that we are meeting our target. You
can help us by only bidding on homes that you
know you’d like to live in and by answering our
offers quickly.
1,828 council properties were let using ‘Homes in the City’.
We re-let homes on average in 18 days. (Target: 18 days)
We just missed our target to visit new tenants within
28 days. This visit is important so that new tenants
can get any support they need to settle into their
new home. This could be help with budgeting or
any issues with their move. We try our best to visit
within 28 days but you can help by keeping our
appointment or contacting us to rearrange the visit if
you can’t be there.
We carried out nine out of ten (90.35%) of home visits during the
eighth month of introductory tenancies. (Target: 90%)
We carried out nine out of ten (92.32%) of new tenancy checks
within 28 days of the tenancy starting. (Target: 95%)
Your Tenancy
Antisocial behaviour is really upsetting to anyone
who is a victim. This year we have improved our
reporting systems so we can monitor active cases
more closely. We have improved the way that we
deal with antisocial behaviou. We now interview
perpetrators within three working days of the
complaint instead of sending a letter. This has more
impact and can prevent further problems.
We have also provided more ‘diversionary activities’
by funding youth groups and clubs to prevent
youth ASB and set up a Family Support Project
to help families with children involved in antisocial
behaviour.
Eight out of ten (82.32%) of you said you were satisfied with the way
we had dealt with your antisocial behaviour problem. (Target: 80%)
Seven out of ten (76.26%) of you said you were satisfied with
the outcome of your complaint. (Target: 70%)
Preventing and tackling
antisocial behaviour
1,808 new cases of antisocial behaviour were reported to us.
Annual R
eport
Value for money
Neighbourhood and
community
12 Tenants Update September 2012
Thank you for paying your rent on time. We want
to make it as easy as possible for you so we
recommend Direct Debit as the best method of
paying rent. This year we introduced more payment
dates so you have a wider choice of when to pay.
Please remember that if you are worried about
paying your rent contact our Money Smart team for
advice on 01902 556789. Our Money Smart team
gave advice to 205 tenants last year and helped
many more by referring them to other agencies.
We want to make sure we spend money wisely and
you that get a good deal for your rent. Some of the
ways we saved money last year were spending less
on staff salaries and on transport costs. We also
trained our own IT staff to carry out specialist work
to save money on consultants.
We collected 98.43% of the rent that was due.
Our target was 98.25%
Almost eight out of ten (78%) of you said you were satisfied with
the value for money of their rent, an increase of 4% from 2010.
Rents and Value for money
How satisfied are you with the information in this report?
Very satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very Dissatisfied
Your name:
Your Address:
Your Postcode:
Your Telephone: Your Email:
What did you think of our annual report?
Your FeedbackIt’s really important that you tell us what you think of this annual report so we can improve for next year.
Everyone who gives us feedback by 1 October will be entered into a prize draw for £25 vouchers.
We’re pleased that the majority of you were happy
with the grounds maintenance service. We want
you to be happy with the service so if you spot any
problems you can report it to us and we will inspect
it within three calendar days and try to put it right.
We carried out 477 estate inspections every three months with
almost ten out of ten (96.95%) achieving a good rating. (Target: 92%)
We carried out ten out of ten (100%) of daily fire safety checks.
Your Estate
Eight out of ten (80%) tenants receiving a grounds maintenance service
said they were satisfied with the service received.
Ann
ual R
epor
t