At Your Service - Performance Report 2020/21

We have now published our performance report for customers for the financial year ending 2020/21.

Although the last 18 months or so have meant a different way of working for us, (and many other organisations), you were always - and still are - our top priority.   

The pandemic and the restrictions might have meant we couldn’t get out and about on our estates, but we have always been here to provide your services.  We did have to pause some less urgent services in the first lockdown, to follow the government’s guidelines, but we worked hard to make sure your services were delivered as normal as possible, even if it was in a more ‘virtual’ way.    

Key Takeaways 

  • £23 million invested in improving and repairing your homes
  • 2,000 planned improvements (even with the pandemic)
  • 1,196 new 'MyAccounts' set up by residents and homeowners
  • 4.6 out of 5 scored for our contact centre team

There are some areas of performance where we have improved, in your overall satisfaction with our services for example, but also areas where we have slipped, like repairs and estate services. That’s why we are currently working on a number of plans and projects to make sure we improve in every service area we need to.

The government’s new ‘Charter for Social Housing’ sets out new guidance for housing associations on the services they must improve, and how they share those results with their customers. Regulation, complaints, building safety, repairs, the overall quality of homes and customer service are at the top of the government’s priorities. As we work to improve our services where needed, we will be sharing how we are doing with you much more often.

Our Audited Accounts 2020/21 explain how we’ve performed through the year for anyone who loves that level of detail, but we have also produced a summary, focussed on customer performance and priorities, which shares information on how we perform across those areas you are really interested in - repairs, planned improvements, complaints, estate services and much more.

Get In Touch

For more information on how we are performing, see our residents’ report 2020/21 and, if you have any questions or comments, we are always happy to hear from you. 

Claire Stone, Executive Director, Customer Experience


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