Page 4 - Annual report 2020-21

TENANT INVOLVEMENT Annual report for customers
& EMPOWERMENT STANDARD 2020/2021

LANDLORD SERVICES

360 LANDLORD SERVICE COMPLAINTS
The number of complaints we received about our landlord services
Landlord service increased by 24% since 2019/20. The top five reasons for Read more
COMPLAINTS complaint were:

28% Poor communication
12% Quality
11% Complaint not upheld
10% Developer
7% Attitude

26 CARE AND SUPPORT SERVICE

Care and support COMPLAINTS
The number of complaints we received about our care and support services
COMPLAINTS decreased by 68% from 83 complaints in 2019/20 to 26 in 2020/21. In
previous years we have seen that the number of complaints received were
due to family/external parties visiting the services, however due to lock-downs
the visitors to services were minimal.

87% CUSTOMER SERVICE

Overall Our STAR survey measures the Satisfaction of Tenants Read more
CUSTOMER And Residents across a range of areas. During 2020/21 we
introduced a new set of perception questions. This year’s overall
SATISFACTION satisfaction decreased to 87% from 95% the previous year.

How satisfied are you with the overall quality of your 80%
1
170,116 home?
SERVICE 2 How satisfied or dissatisfied are you that The Wrekin 88%
Housing Group provides a home that is safe and
REQUESTS secure?
handled by our Customer 3 How satisfied or dissatisfied are you that The Wrekin 87%
Housing Group is easy to deal with?
Contact Centre How satisfied or dissatisfied are you that The Wrekin
4 88%
Housing Group treats you with fairness and respect?
Taking everything into account, how satisfied or
5 dissatisfied are you with the service provided by The 87%
Wrekin Housing Group?
How satisfied or dissatisfied are you with your
6 74%
Back to neighbourhood as a place to live?
quick links

Wrekin Tenants’ Charter

Click on the links below to find out how we’re meeting our commitments

Voice and influence
Relationships

and communication 4