Page 6 - Annual report 2020-21

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

YOUR VOICE

3,554 INVOLVING TENANTS
Our involved tenants volunteered 3,554 hours of their time to
VOLUNTEER help influence the services the Group provides. The time given by Read more
HOURS these individuals can be valued at more than £30,991*
*Value based on minimum wage for over 25s at £8.72/hour
from our involved
tenants Tenant group Involvement Get
Tenants’ Panel Reviewed, influenced and approved involved
9 policies
Tenant Auditors Group Conducted 7 compliance audits all with
reasonable or substantial assurance
Customer Assurance Scrutinised all 28 Wrekin Tenants’ Charter
Panel (CAP) standards. The CAP were pleased to provide
assurance that Wrekin is meeting the Wrekin
Tenants’ Charter with no areas of concern.

56 NET PROMOTER SCORE
NET We asked our tenants: How likely are you to recommend The Wrekin

PROMOTER Housing Group to family friends? The Wrekin Housing
SCORE 56 Group

Poor Average Excellent

0 18 19 45 46 85
6,771 COLLECTING CUSTOMER FEEDBACK

CUSTOMER 1,233 1,127 4,200
RESPONSES responses via our responses via our responses via our
Covid-19 customer STAR survey repairs survey
survey

211
comments received through social media

Through listening to our customers, whether it has been via surveys,
social media, general comments, complaints or from the input of our
involved residents, there have been many outcomes.

Back to Click here to read the full Your Voice customer feedback report.
quick links

Wrekin Tenants’ Charter

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

Accountability

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