Page 4 - Annual report 19_20

TENANT INVOLVEMENT Annual report for customers
& EMPOWERMENT STANDARD 2019/2020

LANDLORD SERVICES

3,626 INVOLVING TENANTS
Our tenants volunteered 3626 hours of their time to get involved
VOLUNTEER with influencing the services the Group provides COVID-19
support
HOURS through groups such as Tenants’ Panel, Customer
Voice Panel, Customer Assurance Panel and Tenant
from our involved Auditors. The time given by these individuals can be
tenants valued at more than £29,700*

*Value based on minimum wage for over 25s at £8.21/hour

273 LANDLORD SERVICE
COMPLAINTS
COMPLAINTS
The number of complaints we received about our
landlord services increased by 14% since 2018/19.
The top five reasons for complaint were:

26% Poor communication
11% Complaint not upheld Look to the
10% Missed appointments future
9% Poor quality work
7% Delay

95% CUSTOMER SERVICE

OVERALL Our STAR survey measure the Satisfaction of Tenants And Read more
Tenants across a range of areas. This year’s overall satisfaction
CUSTOMER increased to 95% from 92% the previous year.

SATISFACTION STAR survey satisfaction with... 2018/19 2019/20
Repairs and maintenance 91% 89%
Views taken into account 73% 91%
149,959 Being treated with fairness and respect 90% 96%

SERVICE Value for money for your rent 90% 91%
REQUESTS Your neighbourhood as a place to live 83% 91%
92%
Overall customer satisfaction
95%
handled by our Customer
Contact Centre

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