Welcome

Tenants Standards Report 2020-21

Each year we publish a standards report for residents along with our financial statements so that you can see how we’ve performed.

This financial year saw the true impact of the pandemic as we started and ended the year in UK wide lockdowns.

Business

We’re here to provide decent homes and great services for our residents, and again that’s reflected in the accreditations we’ve been awarded that benchmark us against our peers.

It’s been another busy year for our Contact Centre; less and less of you are phoning in, but emails increased by 60%; we’ve just started taking on messages through social media, showing our commitment to expand our digital services.

The Trust owns and manages a wide range of homes

6,369

Social rent

597

Affordable rent

592

Independent Living

203

Shared-ownership

649

Leasehold

1,938

Garages

Number of enquiries dealt with by the Contact Centre

70,661

By phone

19,151

By email

1,104

Workflows

90,916

Total Enquiries

Total incoming enquiries stayed roughly the same compared to the year before but calls reduced by 10% to 70,661, emails increased by 60% to 19,151 and workflows actions from other departments reduced by 33% to 1104. These numbers were affected by the pandemic especially early on when we were running reduced services. Digital traffic has increased as we push more services towards these platforms.

156

Complaints

131

Compliments

Overall tenant satisfaction

89.2% of you said you were satisfied with the company’s overall service

Awards achieved

Customer Service Excellence Standard

We passed our 3rd year assessment with full compliance. 13 areas of good practice were identified with our response to the pandemic and the support we offered residents being highlighted for Compliance Plus status. 4 recommended areas of improvement were also identified for us to work on in preparation for the year 4 assessment.