Head Office: 0800 048 8955
a resilient organisation, making a positive
difference to homes, lives and communities.
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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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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
Calls resolved at first contact
72%
Views of our website pages
273,534
Customer satisfaction
90%
Customer satisfaction
Compliments received
399
Complaints received
1,069
Overall customer satisfaction
67%
Average complaints response time
12 days
Complaints resolved at stage 1
85%
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
Compliance with statutory checks
99.7%
Electrical inspections completed
4,068
Fire door inspections completed
3,804
Asbestos surveys completed
3,182
Building safety site tours
597
