You said…we did!
We always aim to provide our tenants with a first-class service and the best way to achieve this is to listen to what they have to say and act on their feedback.
Our performance, as rated by our tenants, was excellent in virtually every area in 2018 and we were especially delighted that customer satisfaction with St Peter’s (Saltley) as a landlord was 100% … a standard which we maintained in 2019.
Customer satisfaction with the ease in which we could be contacted also remained at 100% as did the feedback that customers were satisfied with opportunities to participate.
There were a few areas where we saw that we could improve our performance.
Customer satisfaction that their views are taken into account rated 96% in 2018, so we made sure we listened and acted on feedback which took the rating up to 100% by 2019.
Customer satisfaction with the repairs service however dropped from 100% satisfaction in 2018 to 97% in 2019 – an area which we are working to rectify.
Other feedback around our repair services such as emergency and urgent repairs completed on time scored 100% again, although ratings for routine repairs slipped very slightly from 100% to 99.7%. The Valid Gas Safety Certificate rating remained at 100%.
For our Housing Management Service, the average re-let time stood at 13 days in 2018 which we worked hard to reduce to 8.4 days in the following year. This had the effect of reducing rent loss on empty properties from 0.7% to 0.2%.
Current tenant arrears did increase slightly from 1.42% in 2018 to 1.7% in 2019, largely due to the full roll-out of Universal Credit. This figure is still within our performance target of 2.25% and is another area which we are addressing.
St Peter’s (Saltley) Housing Association continues to invest in improving the quality of its facilities.
In the 12 months to April 2019 we were delighted to see the completion of a number of refurbishment projects which included the redecoration of communal areas in South College House, the replacement of the communal kitchen in Middle College House and 10 new bathrooms and two kitchens across the scheme.
All noticeboards with lockable closing doors have been replaced to meet the new fire regulations.