Compliments received
478
Improving your experience
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•Investment in new homes: 4p (2022-23 9p)
•Staff costs and overheads: 22p (2022-23 24p)
•Interest on our loans: 19p (2022-23 18p)
•Repairs and maintenance: 21p (2022-23 19p)
•Building safety and compliance: 14p (2022-23 12p)
•Improvements to your home: 10p (2022-23 9p)
•Services to your home and
communal areas: 9p (2022-23 9p)
How each pound of your rent is spent
0%
0%
0%
0%
0%
0%
0%
My Voice
This year, we launched our customer engagement strategy which sets out how we are putting you at the heart of our work to help us deliver a service that meets your expectations.
That’s why our involved customers now have a stronger influence on the decisions, policies and procedures that matter most to you. A member of our Customer Partnership Panel has been appointed to the Homes board to help us better represent your views and we have also created a new Customer Experience Sub-Committee of the Board to help us understand the causes of complaints to improve our services.
Our new customer advocacy team also make sure all necessary learning takes place and services are improved as a result of complaints.
My home
We want all our customers to have homes they can be proud of. This year, we have implemented a wide range of improvements to our homes, making sure they are suitable for our customers now and in the future.
Homes have benefitted from wall and loft insulation, draught proofing and improved heating systems, making homes more energy efficient.
We also want you to feel safe in your home, so we made it easy for you to report concerns about damp and mould and created a Priority Repairs Team so that we could respond quickly to this important issue.
My community
This year we expanded our support by opening our third community hub. Based in the heart of Burton Square, Stafford, the site has been transformed into a valuable facility, where our employment and money advise team (EMA) provide free and confidential advice on benefit entitlement, how to best manage finances and help writing CVs and gaining employment.
In 2023-24 the dedicated and passionate EMA team supported more than 3,000 Homes Plus customers and increased their household income by more than 3.3 million pounds!
Our Homes Plus My Community Fund also awarded grants to 38 initiatives benefitting our communities across Staffordshire and Shropshire.
Our performance
Calls resolved at first contact
79%
2022-23: 80%
Our aim is to make every contact with our customers count and meet your needs the first time you get in touch. We introduced a new way for customers to access help and advice from our chatbot, Chatticus, and recruited more people to our customer service team this year to help us improve our success rate.
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Rent arrears
1.58%
2022-23: 1.9%
Keeping arrears down means that we can help tenants avoid rent debt, as well as maintaining our income to pay for home improvements and repairs. By providing employment and money advice and encouraging customers to talk to us about money worries, we kept rent arrears below our target of 3%, despite a cost of living crisis.
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Money spent improving homes (including building safety)
£15,875,000
2022-23: £13,948,304
Despite increased costs, we continued to make our homes more energy efficient with wall and loft insulation, draught proofing and improved heating systems. We also fitted more wetrooms and external doors, this year.
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Money spent on repairs and maintenance
£31,071,050
2022-23: £29,031,332
Work to repair and maintain homes increased this year. Our property teams carried out more fire inspections to meet new safety rules, and we fitted more carbon monoxide alarms in our homes. To help us respond quickly to reports of damp and mould, we also introduced a new priority repairs team.
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Customers helped by our employment and money advisors
3,139
2022-23: 2,181
We helped even more customers through the continued cost of living crisis this year with specialist advice on money management and benefits, as well as support with getting into work. We also opened a new Community Hub in Stafford, giving customers more ways to access free and confidential support from our dedicated team.
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Actions taken from our Customer Partnership Panel’s recommendations
26
2022-23: 17
Launched in July 2023, our new Customer Partnership Panel (CPP) make sure that your views remain at the heart of everything we do. Listening to your feedback is important, but we know that acting on it is the key to improving your experience. The CPP is just one of the ways that we’re giving customers a stronger influence on the decisions, policies and procedures that matter most to you.
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Complaints customer satisfaction
Complaints received
1,573
Complaints resolved at stage 1
81%
Overall customer satisfaction
0%
Complaints responded to within 10 days
0%
Find out more about customer satisfaction in our Tenant Satisfaction Measures (TSMs) results.
Outcome of complaints
•Upheld: 58%
•Partially upheld: 16%
•Not upheld: 21%
•Withdrawn: 4%
•Refused: 0.13%
•Cancelled: 0.77%
Nature of complaints
Delay in starting repairs
(82)
(82)
5%
Failure to resolve damp and mould (147)
9%
Delay in resolving the issue
(200)
(200)
13%
Failure to repair heating/hot water (85)
5%
All other complaints (861)
55%
Value For Money (VFM)
Money spent with local suppliers
£34.8m
Suppliers in Shropshire & Staffordshire
190
Remuneration paid to all Directors, per unit
£53
Remuneration paid to the highest paid Director, per unit
£14
Management costs, per unit £1,175
My tenancy
Homes let
1,044
General needs homes let
820
Retirement living homes let
224
Communal area fire safety inspections
5,319
Customer services
Calls answered
136,510
Views of our website pages
842,587
Customer emails answered
29,419
Calls answered within 30 seconds
68%
Facebook messages responded to within 4 hour SLA
80%
Customer service satisfaction
90%
New homes
New homes completed
178
New homes completed for rent
89
Customers satisfied with their new home
100%
New homes for shared ownership
54
Shared ownership homes sold
76
My home
Repairs completed
45,755
Customers happy with repair service
0%
Tonnes of landfill waste prevented
1,837
Repairs completed within target
73.29%
Home improvement waste recycled
97%
Improving homes
New kitchens
346
New bathrooms
500
New wetrooms
120
New external doors
650
New heating
769
Property rewires
237
Homes benefitted from minor adaptations
427
Homes with disabled adaptations
91
Homes benefitting from energy related works (SHDF, ECO and Warm Homes Funding)
119
Keeping you safe
Safety inspections completed
77,224
Compliance with statutory checks
99.21%
Gas heating services completed
16,333
Gas reactive jobs completed
12,411
Fire door inspections completed
18,994
Electrical inspections completed
3,082
Asbestos surveys completed
1,974
CO alarms fitted
16,540
Number of customers reporting damp and mould
1,546
Overall, no access for damp and mould enquiries received
347
Retirement living
Retirement living communities
57
Retirement living customers
2,261
Customers who took part in wellbeing activities
42,370
Wellbeing activities offered
7,948
Retirement living customer satisfaction
0%
My support
Money savings for customers due to support
£3,351,884
Debt counselling saved our customers
£105,166
Customers supported with specialist debt advice
33
Customers helped into employment
42
Utility bill advice saved our customers
£37,266
Customers supported by community hubs
1,596
My community
Employees living in our communities
89.13%
Customers employed
62
New apprentices from our communities
7
Suppliers based locally
33%
Percentage of total spend with local suppliers
61%
Involving and empowering our customers
Involved customers recruited
11
Total involved customers sharing their views
81
Customer surveys carried out
5,445
Hours volunteered by CPP
453
Anti-Social Behaviour (ASB)
New ASB cases resolved
468
Number of evictions due to ASB
4
Cases resulting in legal action
12
Injunctions
6
Estate issues resolved e.g. fly tipping
168
Number of cases referred to community safety for gas no access
884
Number of cases referred to community safety for electrical inspections no access
83
Number of cases referred to community safety for electrical rewires no access
20
Number of cases referred to community safety for remedial electrical works no access
50
Injunctions for gas no access
8
Injunctions for electrical works no access
16
The Homes Plus My Community Fund
Community organisations who received funding
38
Total funding awarded
£33,585
