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