Customer Annual Review 2016
4
£400,000
spent improving our
Retirement Living schemes
£2m
Did you know?
Emergency repairs completed within 24 hours
Last year 99.7% – this year 98.8%
spent updating electrical
wiring and other work
General repairs completed within 7 calendar days
Last year 99.5% – this year 99.5%
£2.9m
spent on central heating
systems and insulation
improvements
£700,000
Percentage of customers satisfied with the overall quality of their home
Last year 82% – this year 85%
spent replacing roofs
£600,000
Your home
We know how important repairs and maintenance are to you
and the value you put on these services.
spent on fire alarms and
emergency lighting
In total we invested £7 million
into improving the condition
and structure of your homes
and communities.
There are a small number of repairs that we now ask you to
take responsibility for. In the past, we carried out these repairs
although they were over and above what we needed to do as
your landlord. We haven’t stopped providing any of our core
services.
Looking forward we will:
• Communicate better about updates to our services
• Be consistent in what we can and can’t do
• Carry out repairs with the minimum of hassle to you
Customers satisfied with the way we deal with repairs and maintenance
Last year 80% – this year 79%
Empty homes mean a loss
of rent and families waiting
to be housed. We aim to
re-let properties as quickly
as possible.
Average re-let times
Last year 15.3 days – this year 13.8 days