Between April 2023 and March 2024, we were pleased to achieve another rise in our annual customer satisfaction.
Our overall customer satisfaction went up for the third year in a row by a further 3%.
This means that since 2020, we've seen a huge 27% increase in overall satisfaction from you - the people that matter - so thank you!
This survey - known as the Survey of Tenants And Residents or STAR - is carried out periodically using the Housemark set questions, which is one of the UK housing sector’s largest membership organisations. This allows us to benchmark ourselves against previous years, and others, helping us to better understand how we can improve, where we can drive performance and identify what we are doing well.
Other areas we saw improvements in:
This was also the last year that we will report our survey results in this way as, as of April 2024, we started reporting our results via Tenant Satisfaction Measures (TSMs), which is the Regulator of Social Housing's (RSH) new way of measuring, assessing, and holding us to account as a social landlord.
Over the last year, we have:
- Engaged and worked with almost 1,500 residents
- Held 900 different resident engagement activities
- Seen our Customer Connect Panel (CCP) directly influence 20 new and updated policies
- Delivered over 100 improvements via our Priority Neighbourhoods project
- Held two high-rise forums with residents & delivered them multi-lingually
Out & About
We have held several events & you can read more about our upcoming Out & About visits here.
We have also worked with and consulted almost 10,000 individual residents, with particular focus on complaints, repairs, antisocial behaviour, and lettings.
You told us how important it is that:
- Repairs’ operatives respect your home which has resulted in improvements to how all our colleagues ensure they are knowledgeable, polite, and respectful within your home.
- You’re kept informed regarding a complaint which has seen us ensure you deal with the same person throughout the process, via our new Customer Resolution Team.
Total invested April 2023 - March 2024: £14.9m
| Bathrooms | 489 | £2.6m |
| Central Heating upgrades | 371 | £1.9m |
| Communal upgrades | 17 | £1.6m |
| Doors | 971 | £0.7m |
| Kitchens | 471 | £4.2m |
| Rewires | 6 | £0.02m |
| Roofing | 17 | £1.4m |
| Windows | 636 | £2.5m |
Aids and Adaptations
We work with over 30 local authorities in bringing much needed aids and adaptations to people’s homes when they need it most.
Over 2023-2024, we carried out:
| Minor adaptations | 667 |
| Major adaptations | 210 |
In 12 months we completed:
- 67,953 repairs
- 95.9% of emergency repairs responded to on time
- 87% of you said you were happy with the operative who carried out your repair
- Supported and offered jobs to seven apprentices including one of our foyer residents!
What does it mean for young people to find a home at a foyer?
"Sense of community, connecting, relationships, support"
"I have independence but also have staff if I need them"
"Support, guidance and safety"
"Lots of space and activities to better yourself and develop skills"
*Big Question Survey conducted by The Foyer Federation November 2023
For the fourth year in a row, we were again recognised as being one of the best foyer services in the UK by maintaining the accreditation of being both ‘strategically strong’ and ‘operationally strong’ across all four foyers – the highest grade you can achieve in the For Youth Accreditation.
The Foyer Federation carries out an annual review of their 66 foyer members, and of the nine across the country who received the best possible result this time, four were ours!
Martin Wright, our Head of Supported Housing, said:
“This accreditation is a fantastic achievement by the teams across our foyers. In Foyers we provide a caring home, a holistic development plan and a nurturing and respectful community for young people.”
You can read more about this here.
Moving On Up
We secured £11,650 of Moving On Up funds for our young residents to help them overcome key financial barriers. Each young person aged 16-25 can be awarded up to £1,000 each for things such as:
- Rent payment in advance to get them on their feet
- Debt repayment
- Moving costs
- White goods
You can read about Verve Place in Warrington, Bridge Foyer in Chester, Ravenhead Foyer in St Helens, and Coops Foyer in Wigan here.
Awarded a Silver grade accreditation from SHIFT for the second year in a row
SHIFT Environmental and Sustainability is a recognised independent sustainability standard which collates our data measuring CO2 emissions, new build standards, our commitment to sustainability and supply chain and procurement.
Energy Performance Certificate (EPC)
- Energy efficiency improvements to over 1,120 homes taking them to Band C
- Social housing providers have to attain a C rating on EPC by 2030.
Social Housing Decarbonisation Fund (SHDF)
We’ve continued utilising the money we received as part of the SHDF including completing the retrofitting of 105 homes with energy efficiency upgrades including cavity and wall insulation, loft insulation, new windows and doors, solar panels and new heating systems.
