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Our corporate plan and annual report

Corporate plan

You can find out more about what we are doing and our plans for the future by reading our latest corporate plan.

Annual performance report

We also produce an annual performance report so that customers can easily review our performance and the money we spend. This covers the financial year, from April 2018 to March 2019.

A printed copy of the report will be available in the next edition of Working Together, our customer magazine, which will be posted to all customers in winter 2019.

The annual performance report features:

  • The results from our recent satisfaction surveys
  • How we are achieving value for money for your rent
  • Where we're investing additional resources

Last year we said we wanted to:

Learn more from complaints made by customers We have a 'first fix' approach, which means we aim to resolve issues at the first point of contact, without needing to escalate them. However, we have also created a new role of complaints resolution coordinator, to assist with the investigation of more complex complaints.

Prepare customers as they move across to Universal Credit Due to early intervention and proactively working with customers we have been able to support our 1,166 Universal Credit claimants and keep the majority (61%) out of arrears.

Reduce the time taken to let an empty property We have reduced this from an average of 34.5 days in the financial year 2017-18 to just 30 days in 2018-19. This includes all works carried out while empty and signing up a new tenant.

Respond to an increase in antisocial behaviour cases The number of cases of ASB reported to us continues to grow, partly because we now classify deteriorating property as antisocial behaviour. In 2018-19 we scored an average of 7.2 out of 10 for the service provided to customers who reported it.

We have also done well in:

  • Reducing rent arrears to 1.24%, a further improvement on the previous year and one of the lowest scores in the country
  • Selling more homes for shared ownership, allowing local people to get on the property ladder and reinvesting the proceeds to provide more affordable and social rented homes

We are working hard to:

  • Reduce the length of time it takes to carry out a non-emergency repair
  • Implement recommendations from reviews made by our scrutiny team, for example on the empty property ('void') process and responsive repairs. To find out more, please visit the scrutiny team page
Thank you for being patient as we restart services, you can now report new repairs to us . For the latest updates, visit ourcoronavirus information page.