Our performance
Inspired and guided by our values
Jump to:
Homes ¦ Lives and communities ¦ A resilient organisation ¦
Homes
Jump to: ¦ Customer services ¦ Tenancy ¦ Customer satisfaction ¦ Repairing homes ¦ Improving homes ¦ Keeping our customers safe
Customer services
Calls answered
140,299
Calls resolved at first contact
80%
Customer emails answered
18,844
Website page views
634,368
Customer satisfaction
93%
Calls answered within 30 seconds
61%
Facebook messages responded to within 4 hour target
73%
Tenancy
Rent arrears
1.9%
Target – 3%
Homes let
1,179
General needs homes let
900
Retirement living homes let
279
Starter tenancies and follow-up calls
345
Tenancy agreement changes
151
Communal area fire safety inspections
2,930
Customer satisfaction
Compliments received
401
Complaints received
1,259
Average complaints response time
9 days
Overall customer satisfaction
75%
Complaints resolved at stage 1
84%
Complaints responded to within 10 days
90.55%
Outcome of complaints:
Upheld
51%
Partially upheld
26%
Not upheld
20%
Withdrawn
2%
Refused
0.5%
Cancelled
0.5%
Nature of complaints:
Failure to complete a repair (129)
10%
Failure to resolve damp and mould (113)
9%
Delay in resolving the issue (100)
8%
Poor workmanship (56)
4.5%
Customer not kept up to date (55)
4.5%
All other complaints (806)
64%
Repairing homes
Spend on repairs and maintenance
£29,031,332
Repairs completed
42,937
Customers happy with repair service
93%
Tonnes of landfill waste prevented
1,994
Repairs completed within target
90.55%
Improving homes
Money spent improving homes (including building safety)
£13,948,304
Home improvement waste recycled
92%
New kitchens
401
New bathrooms
518
New wetrooms
105
New external doors
323
New heating
943
Property rewires
390
Homes benefitted from minor adaptations
417
Homes benefitting from disabled adaptations
188
Money secured from the Social Housing Decarb Fund for £7.5m programme
£3.5m
Homes benefitting from energy related works
150
Keeping our customers safe
Safety inspections completed
55,195
Compliance with statutory checks
99.98%
Gas heating services completed
17,840
Gas reactive jobs completed
11,519
Fire door inspections completed
20,954
Electrical inspections completed
2,245
Asbestos surveys completed
2,219
CO alarms fitted
16,492
Lives and communities
Jump to: ¦ Retirement living ¦ Domiciliary care ¦ Telecare ¦ The Sandford ¦ Customer support
Our communities ¦ Involving and empowering our customers ¦ Anti-Social Behaviour ¦ The Homes Plus My Community Fund
Retirement living
Retirement living communities
57
Retirement living customers
2,261
Retirement living customer satisfaction
94%
Customers who took part in wellbeing activities
47,580
Wellbeing activities offered
6,435
Domiciliary care
Hours of care and support
78,810
Hours of domiciliary care per week
1,516
Care and support customer satisfaction
95%
Telecare
Critical calls received
47,894
Enhanced telecare assessments done in 48 hours
100%
Critical calls answered in 60 seconds
95.7%
Installations completed within 5 days
98.2%
Telecare customer satisfaction
98%
Customers feel telecare offers VFM
96%
Customers who would recommend telecare
100%
The Sandford Nursing Home
100%
of residents feel the care they receive is satisfactory or excellent
100%
of residents feel involved in decisions made about their care
100%
of residents feel they are treated with dignity and respect
Customer support
Money savings for customers due to support
£2,837,092
Customers helped by Plus services
2,181
Debt counselling saved our customers
£66,593
Customers supported with specialist debt advice
19
Customers helped into employment
45
Utility bill advice saved our customers
£12,776
Customers supported by community hubs
484
Customers supported by Building Better Opportunities
51
Our communities
Customers employed
52
Suppliers based locally
34%
Employees living in our communities
86.78%
Percentage of total spend with local suppliers
57%
New apprentices from our communities
4
Involving and empowering our customers
Involved customers recruited
8
Total involved customers sharing their views
388
Customer surveys carried out
6,193
Hours volunteered by Scrutiny Group
512
Actions from their recommendations
17
Anti-Social Behaviour (ASB)
New ASB cases resolved
312
Cases resulting in legal action
28
Injunctions
10
Estate issues e.g fly tipping etc. resolved
240
The Homes Plus My Community Fund
Community organisations who received funding
31
Total funding awarded
£30,866
A resilient organisation
Jump to: ¦ Our people ¦ New homes ¦ Severn Homes
Our people
Total workforce
1,027
Training hours completed by colleagues
11,865
Workforce engagement rate
74%
Emerging heads of service programme participants
11
Aspiring managers programme participants
14
New homes
New homes completed
176
New homes for rent
113
Customers satisfied with their new home
92.6%
New homes for shared ownership
47
New homes for open market sale
16
New home locations:
New homes in Stafford
53
New homes in South Staffordshire
46
New homes in Shropshire
39
New homes in Telford & Wrekin
38
Severn Homes
Market rent homes managed by Severn Homes
114
Market rent homes let
22
Total rent collected
£839,244.16
Rent arrears
0.28%
Shared ownership homes sold
