Customer Annual Report 2023

As our customers, we think it’s essential for you to see how we’re performing.

Are we meeting the targets that we have set? When you provide us with feedback, have we acted upon it? How are our services being used, and by who? How have we invested our money and what are our plans for the future? 

We’ve split the reporting into the things that you’ve told us matter most.

Customer annual report 2023

In this video, we share what we have been up to during the 2022 and 2023 financial year through our Customer Annual Report. If you would prefer to read the information, we have included a written version of the video content on this page.

Customer Annual Report

As we enter the second year in our two-year plan to fix the basics, we want to tell you about the progress we have made so far.

There has been lots of work taking place; such as forming our Customer Voice team so that we can hear the first-hand experiences of our customers, making energy efficiency improvements to homes and investing in making your homes warm, secure and a place that you’re proud of.

We recognise there is more work to be done, but we want to share an overview of our performance during 2022/23.

Rachael Dennis, Chief Executive

Investment and maintenance

We received £1.2 million in funding from the Social Housing Decarbonisation Fund. This allowed us to make energy efficiency improvements to 111 homes in Wyke, directly benefiting customers.

We aim to help with fuel poverty by making homes:

• Warmer
• Cheaper to run
• More energy efficient

We launched a Damp and Mould response team to help educate and advise in cases of damp, mould and condensation and respond promptly to customer concerns.

Repairs

We feel it is important to be transparent with customers about how we are spending your rent.

 

Customer contact

We know there are improvements to make, so we:

• Surveyed our customers so we have a clear measurement and can focus on improvements.
• Formed a Customer Voice team, to get input from you.
• Created areas of focus, such as the Damp and Mould response team.

Nine customers were recently involved in completing our 2023/24 assessment against the Housing Ombudsman Complaints Handling Code, these customers found us to be compliant. They also reviewed the quality of our complaint responses and suggested areas of improvement that we are now working on.

Developments

Money Matters

If you would like to see how we performed during 2021 – 2022 you can watch our Customer Annual Report video for that year.