Looking after your home
You may have seen a lot in the media about poor quality housing having a severe impact on the lives of tenants. As a result there have been and will continue to be a number of changes happening across all Landlords to ensure that our focus remains on providing safe, warm and well maintained homes. Over the last year we have been working with a group of our tenants to review how our current approach is working and to implement changes to your services.
Priority Repairs: We know that experiencing damp and mould can cause concern and worry and as your landlord we take a zero tolerance to damp and mould in our homes. Last year we listened to your feedback that sometimes it took longer than you would have liked to resolve reports of damp and mould and introduced a brand new Priority Repairs Team.
Their role is to tackle and prevent damp and mould, quickly and effectively. They’re also on hand to give you advice about what can cause damp and mould. We have two Customer Liaison Managers in the team who are there to make sure you feel listened to, supported and kept informed with any actions we’re taking.
Find out more about how we can support you if you are experiencing damp and mould
A repairs service that works for you:
We know that a quality repairs service is one of - if not the most important service we deliver to you. Making sure we respond quickly and effectively when you report something to us, is an area we have been working hard to improve. Last year we increased the number of Multi-Trade Operatives in our In-House Maintenance Team to respond more quickly to your repairs. We also invested over £20.7m on improving the comfort and safety of your homes by fitting new kitchens, bathrooms and windows.
Bathrooms
Kitchens
windows
Keeping you warm:
Last year over 800 tenants (52%) who completed our annual rent increase consultation survey told us they were more worried about the cost of energy than anything else. We know an energy efficient home is more likely to keep you warmer and help you spend less on your energy bills. Over the last year we’ve been working on a number of projects to increase the energy efficiency of our homes. We’re also working hard to make energy efficiency a key part of our home improvements for example where possible, we now install triple glazing in new windows to help prevent heat loss. If you’re looking to save money on your energy bills, we have some really useful advice on our website.
of our homes are EPC C or above
of our homes are now EPC D or above
How we can improve:
You’ve told us that it’s important to be able to access our services in a way that suits your needs. We know many of you use our Customer Hub to call and report repairs to us, but we also know that for many of our tenants, this isn’t the most convenient way to get in touch. This year we have piloted being able to report repairs on our tenant app. This will allow you to book a repair 24 hours a day seven days a week and choose an appointment time and date to suit you.
Downloading the app
