Tenants Standards Report 2019-20
Tenants Standards Report 2019-20
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 ended quite differently as we started to feel the effects of the pandemic and quickly deployed our employees to work from home.
Business
We are here to provide decent homes and great services for our residents, and again that’s reflected in the awards we’ve won that benchmark us against our peers.
It’s been another busy year for our Contact Centre; less of you are phoning in, but there are lots more emails, and next year they will take on messages received through social media and webchat, as we continue to expand our digital services.
The Trust owns and manages
a wide range of homes
6,382
Social rent
524
Affordable rent
592
Independent Living
159
Shared-ownership
649
Leasehold
1,938
Garages
Number of enquiries dealt with by the
Contact Centre
77,432
By phone
11,972
By email
1,666
Workflows
91,070
Total Enquiries
Total enquiries dealt with by the Contact Centre increased by just under 1% compared to the year before. 77,432 calls were received, 11,972 emails were dealt with and 1,666 workflows from other departments were actioned. Overall, calls reduced by just over 1% but emails increased by over 20% as we began to drive our digital transformation forward.
135
Complaints
155
Compliments
Overall tenant satisfaction:
92.1% of you said you were satisfied with the company’s overall service
Awards achieved
Customer Service
Excellence Standard
2nd Year Assessments
Passed 2019
We passed the 2nd year assessment in November 2019 with only 3 areas of partial compliance identified out of the 52 areas that form part of the assessment. There were also 12 areas of good practice highlighted.
ASB Team, Frontline Team of the Year
Housing Heroes,
June 2019
“A small team tackling big issues of crime and anti-social behaviour, demonstrating skill, commitment, courage and persistence. They are building confidence in their area, which will help other vulnerable people come forward.” Award Panel comments.
Step Up Step In,
Gold Award
CIPR PRide Awards
(Thames, Anglia and Chiltern)
“Well thought through based on relevant insight and research. The results were fantastic, truly having an impact on their residents and changing business practices. They focused on solving a real problem by improving internal communications to make a real difference.” Award Panel comments.