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Annual Report 2020-21

Throughout this year I have been inspired by the commitment of all our teams.

Les Clarke, Executive director of housing and care

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Ron’s a lockdown hero

Supporting the award-winning BeConnected project in Stafford borough, Gnosall resident Ron’s telephone bingo sessions brought some very welcome laughter into the lives of people who could experience particular feelings of loneliness in lockdown.

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Income

Hand with coin

Total rent collected during the last year was

£86,583,837

Arrow

Total percentage of rent arrears across the Group was

1.59%

against a target of 3%.

Money

Rent arrears of

£1,355,815

were outstanding from current tenants.

Coins

Rent arrears of

£827,627

were outstanding from former tenants.

Customer support

Wallet

Our support helped customers secure

£1,616,492

in additional income.

Hands and People

568 customers

were supported by the employment and money advice team, helping them to reduce debt, maximise income and budget efficiently.

Hand holding person

Our debt counselling service helped customers make savings totalling

£30,566

Bill

Customers’ savings included

£17,349

in water bills and other utilities.

Making a positive difference

Supporting tenants to claim benefits, often for the first time

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Mortar board Hat

28 people

secured volunteering or work placements and were supported into education or training.

ID Card

11 people

people were helped into employment.

Severnside Housing answers emergency appeal

Shrewsbury Foodbank at Barnabus makes a big difference to the lives of people and families in crisis. So when the food bank needed help, we were delighted to step in.

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Customer involvement

Magnifying Glass

100 involved customers

have been recruited.

Giving us a total of

372 involved customers

across the Group.

Kind hearted Betty is neighbourhood hero.

Betty is the winner of a very special national Frontline Stars Award from the Housing Quality Network (HQN)

 

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Question

Our 372 involved customers

regularly share their views to help us improve services

Clipboard

4,876 surveys

were carried out to get customers’ views on our services.

Clock

The customer-led scrutiny panel volunteered

244 hours

of their time to give feedback on our services.

Tick

15 actions

were implemented from their recommendations…

Paperwork

…in

four key projects

Allocations

Tenancy Agreement

1,272

new tenancy agreements were signed.

House

1,139

empty properties were returned to a lettable standard.

91%

91.47%

of tenants sustained their tenancy for more than 12 months.

Grant20application20graphic-1

Housing Plus Group launches community grants initiative

We remain committed to making a positive difference to homes, lives and communities in the areas we serve and this mission is set to receive a practical boost with the launch of a new grant scheme.

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Customer satisfaction

Thumbs Up

357

compliments were received.

Thumbs Down

753

complaints were received.

57 HPG-1

70%

of complaints responded to in 10 day target.

Calendar

14 days

Average time to respond to a complaint (service level agreement – 10 working days).

89%

89%

of complaints received resolved at stage 1 of the complaints process

Customer satisfaction

Thumbs Up

357

compliments were received.

Thumbs Down

753

complaints were received.

57 HPG-1

70%

of complaints responded to in 10 day target.

Calendar

14 days

Average time to respond to a complaint (service level agreement – 10 working days).

89%

89%

of complaints received resolved at stage 1 of the complaints process

Customer services

Phone

118,395

answered calls from our customers.

Neighbourhoods_Pie - 72%

72%

of queries resolved in single contact.

Neighbourhoods_Pie - 92%

92%

of customers were satisfied with service provided at call centres.

Thousands of customers benefit from reassurance calls

Housing Plus Group steps up its efforts to support vulnerable people in the communities we serve.

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