We recognise that this has been a challenging year for our services. Despite this, you will see there were a number of significant achievements and there are more improvements for the year ahead.
OneProperty – transforming how we manage repairs
We are planning to use digital technology to make maintaining your home much easier and more convenient. Our OneProperty programme’s new system should enable residents to raise and track repairs online without having to call into the Customer Service Centre.
Overall satisfaction with repairs service
This new approach is being designed to include real-time updates and the ability to track the location of our maintenance team member tasked with carrying out your repair. This will remove the need to hang around your home during your appointment window as you’ll know when we’re about to arrive.
We will pilot this transformative service in Scotland before the end of 2023 and plan to roll it out across all of our areas of operation within two years.
of the time we will respond to an emergency repair within 24 hours.
More money for safety, security and comfort
This year we launched our new Asset Strategy, a long-term commitment to spend more than ever before improving our homes. Our seven-year plan will focus on seven pillars and result in record levels of investment in our housing across the UK.
Spend this year on routine repairs
Spend this year on planned maintenance
Average repair cost per home
Our target areas include:
Satisfaction with quality of home
Asbestos compliance
Gas compliance
Boilers replaced
Kitchens replaced
Bathrooms replaced
Our Retrofit Programme
We want to ensure our homes are warm and cost effective to heat, reducing levels of fuel poverty and increasing quality of life for residents. Our ambitions to ensure all homes achieve a minimum energy standard of SAP rating band C (or better) by 2030 are being fuelled by our Retrofit plans. Nearly 30,000 homes will benefit from improvement work including replacement heating systems, lighting upgrades, windows, doors, cavity wall insulation and ventilation.
Our Building Safety Team
The safety of our residents is the main focus of our dedicated and experienced Building Safety team. The team puts people’s wellbeing first while also ensuring the 105,000 homes we manage all comply with building and fire safety regulations.
A current focus area is how our colleagues engage with residents who live in our high-rise buildings. It is very important for us to be able to raise awareness of fire safety and potentially influence people’s behaviour if a fire takes place. We are working hard to make sure we have everything in place to meet recent changes to UK government legislation including the Building Safety Act.
Our Building Safety team recently completed a Resident Engagement Pilot with the residents of three high-rise buildings. The pilot told us what people know about staying safe in their home and also highlighted knowledge gaps which we are addressing now.
At our tallest residential building, the 23-storey Hampton View in Wolverhampton, we held a live event with residents and West Midlands Fire and Rescue Service.
Elsewhere we carried out a paper-based survey and also knocked on people’s doors. Our Building Safety team is now using this insight to develop new information for residents and to find the best ways to engage with them.