Landlord Services Annual Report 2014-2015

££ £ £££ £££

ANNUAL REPORT 2014-2015

Landlord ServicesTamworth Borough Council

WELCOME TO YOUR ANNUAL REPORT

2 Tamworth Borough Council

ContentsPage

Welcome to your Annual Report 2

Who we are 3

A year in pictures 4

National Standards:

Tenant involvement and empowerment 6

Home 8

Tenancy 11

Rent 13

Neighbourhood and community 16

Value for money 20

Welcome to our latest Annual Report. Every year, welook at how well we have been performing and whatwe are going to do in the coming year.

Please have a look!

This is our opportunity to give you information about our servicesand how we have performed, highlight areas for improvement andshare our plans for the future.

This year we will be sending the Annual Report by email. However,the report is still available to download via the web and is availablein print for those of you who prefer this. By making these changeswe are gradually reducing production and postage costs, which willhelp us to spend more time and money on the things that areimportant to our tenants, such as our day-to-day services.

One of our priorities is to ensure we measure how we are doingand compare ourselves with other landlords, including the best inclass. We have aimed to make sure the report is honest –celebrating what we do well but pointing out where we need toimprove. We can only achieve this by looking at the informationyou give us – in surveys and meetings and when you contact uswith your comments, compliments and concerns. Thank you forproviding this feedback as it really helps us to improve.

We are pleased to report that, despite the financial challenges thataffect many of our tenants, we have maintained our rental income.We rely on this to provide the services you tell us matter most.

78% of tenants are satisfied with theoverall service provided by Tamworth BoroughCouncil Housing Service. Overall satisfaction levelhas improved when compared to 75% in 2011.

If you would like aprinted copy of thisreport please contactthe Tenant Regulatory& Involvement Teamon 01827 709260/709374or [email protected]

WHO WE ARE

Landlord Services - ANNUAL REPORT 2014-2015 3

Borough Road

Amington

Glascote

Stonydelph

Wilnecote

HockleyDosthill

TwoGates

Fazeley

Belgrave

Bolehall

Kettlebrook

TownCentre

The Leys

Coton Green Gillway

Leyfields

Total number ofproperties: 4,402

Area TotalAmington 421Belgrave 309Bolehall 350Borough Road 43Coton Green 62Dosthill 73Fazeley 118Gillway 228Glascote 588Hockley 147Kettlebrook 206Leyfields 460Stonydelph 731The Leys 66Town Centre 397Two Gates 14Wilnecote 192

Number of tenancies as at 31 March 2015 Total: 4,402

2BEDSIT

1,340FLAT/

MAISONETTE1 bed = 6652 bed = 5763 bed = 99

2,464HOUSE2 bed = 4803 bed = 18344 bed+ = 150

231BUNGALOW

1 bed = 2042 bed = 27

365SHELTERED

1 bed = 3242 bed = 383 bed = 3

A YEAR IN PICTURES 2014/2015


Foodbank collections/donations

Knitting squares for theMercian flag

Cook & Healthy Eating

presentation

Cook & Healthy Eating Project

Poppy appeal - Seniors United


Plant A Pot at Bright Crescent

Stonydelph Community Event

MacMillan coffee morning

Plant A Pot at Oakendale

Stonydelph Community Event

Plant A Pot at Sunset Close

Tenants visit Mears

TENANT INVOLVEMENT AND EMPOWERMENT

It has been a busy year for tenant involvement.We continue to provide a range of opportunitiesfor tenants to get involved, including having asay in setting our standards and making sure wemeet them.

If you’d like more information, please contact the TenantRegulation & Involvement Team on 01827 709374/260, [email protected] or visit the website atwww.tamworth.gov.uk and take a look at our TenantInvolvement & Consultation Strategy 2013-2016.


STAR SURVEY 2015Satisfaction with keeping

tenants informed

68%

2011

80%

2015

MORE THAN

100 INVOLVEMENTACTIVITIES

HAVE BEEN ORGANISED, RANGINGFROM POSTAL SURVEYS, ESTATE-BASED ACTIVITIES &CONSULTATION EVENTS

3INTERGENERATIONALCOOK & HEALTHYEATING PROJECTSCARRIED OUT INPARTNERSHIP

WITH COMMUNITYTOGETHER CIC

ANALYSED MORE THAN

2,000SURVEYS FROM

CUSTOMERS

RECRUITED

4NEW TENANTINSPECTORSMAKING A TOTAL OF 21

68TENANT-LED

COMMUNALCLEANINGAUDITS CARRIED OUTACROSS THE BOROUGH

ANNUALPROGRAMME OF

ESTATEINSPECTIONSCOMPLETED

497TENANTS ON THE

DATABASE OF

INVOLVEMENT

REVIEWEDTAMWORTH’SLOCAL OFFERSCONSULTING

WITH MORE THAN1200 TENTANTS

THERE AREVARIOUSWAYS FORCUSTOMERS

TO GETINVOLVED

ENGAGEMENTACTIVITIES

PLANT A POT EVENTS AT MAGNOLIA

& BRIGHT CRESCENTSHELTERED SCHEMES

• Publish the results of STAR - Survey of Tenantsand Residents 2015 – and work with tenantgroups to produce a detailed action plan inresponse to key service outcomes

• Work with the Head of Customer Services inthe review of the corporate Tell Us policy andproduce a customer-friendly user guide toassist customers when making a complaint

• Develop a training programme to extend skillsand knowledge of involved customers so thatthey are equipped to understand, challenge andmake recommendations for future servicedelivery

• Continue with the Intergenerational Cook andHealthy Eating Project as a three-year project

• Facilitate Landlord Services third tenantsconference

• Increase the number and representation ofcustomers on the service improvement groups

• Develop a series of DIY skills and awarenessworkshops in partnership with our repairscontractor and Community Together CIC

• Carry out a series of service chargeconsultation events to contribute to the finaloffer documents

8Looking forward - 2015/2016

Customer feedback

Complaints, Compliments and Service RequestsWe welcome all feedback as it helps us improve services. Weaim to resolve all complaints as effectively and as quickly aspossible. Any complaint - no matter how minor - is recorded.During 2014/15 we received a total of 213 initial reports ofdissatisfaction compared to the previous year of 241.


STAR SURVEY 2015Listens to tenants’ views and acts upon them

54%2011

59%

2015

Have Your SayTamworth Borough Council wants

to ensure that the services we provide meetboth our published standards and the needsof our customers. All customer feedback isimportant to us and can be a complaint,suggestion, comment or compliment.

All feedback, including complaints, is takenseriously and we use this to learn lessons asto how things may have been done differentlyand to improve future services.

Where possible, we will publish informationon how we have made improvementsresulting from your feedback.

Learning from your complaints• When we looked at the formal complaints we

received, some customers were unhappy with thelack of detailed information in their response letter,at stage 1, resulting in the complaint beingescalated. The Complaints Review Panel hasworked with staff to develop a number of goodresponse template letters for all staff to access

• The Complaints Review Panel has reviewedMears’ contact and complaint closure letters. ThePanel made recommendations for the letters to bemore customer-friendly and free from any jargon

• The Panel highlighted the increase in servicerequests from Councillors. This resulted in thedevelopment of a comprehensive Staff Directoryto assist Councillors to ensure enquiries aredirected to the most appropriate person / teamin the first instance

2013/14 2014/15

Complaints 241 213

Compliments 105 68

Service requests 159 171

TOTAL 505 452

2013/14 2014/15

Number of complaints 241 213

Number of stage 1 complaints 213 189



Number of complaints upheld 17 16

Number of compliments 105 68

48% MEARS (including Morrison Gas)

The following three service areasreceived the most complaintsduring 2014/15:

14% HOUSING SOLUTIONS

11% TENANCY ASB ISSUES

CUSTOMER SATISFACTIONWITH COMPLAINT HANDLING89%

u

CDEFG

HOME

This section shows how we work with you andour contractors to keep your home safe and wellmaintained.

Responsive Repairs

8

STAR SURVEY 2015Satisfaction with the quality

of your home

75%

2011

79%

2015

2013/14 2014/15The number of repairscompleted on the first visit

91% 90%

Total number of repairscarried out

12,340 12,835

Customer satisfaction forresponsive repairs

93% 94%

Percentage of repairscompleted on time

98% 98%

Percentage of appointmentsmade and kept

98% 98%

Percentage of complaintsrelating to the repairs service

38% 38%

Percentage of complaintsrelating to the gas service

5% 9%

Tenant satisfaction with theirlast reported repair

Attitude of workers

Keeping dirt and mess to a minimum

Overall quality of work

Being able to make an appointment

Repair being done ‘right first time’

76%

80%

66%

4,429GAS REPAIRS

947GLAZING REPAIRS

22PAINTING JOBS

2,282PLUMBING JOBS

2,909ELECTRICAL JOBS

£2,325AVERAGE SPEND ONAN EMPTY PROPERTY

574BRICKLAYING &

PLASTERING JOBS

10DAYSAVERAGE NUMBEROF CALENDAR DAYSTO COMPLETE REPAIR

£TOTAL COSTTO CARRY OUTREPAIRS£1,339,886

775ROOFING JOBS

Tamworth Borough Council

89%

83%

ABCDEFG

ABCDEFG

Gas servicing99.72% of properties were compliant with landlord safetychecks. Four properties were empty and were capped off forhealth and safety purposes, with legal action being takenagainst the seven remaining properties

All of your gas appliances, including your gas boiler, gascooker and gas fire, should be safety checked and servicedonce a year. If you do not have your gas appliances regularlyserviced and safety checked by a Gas Safety registeredengineer, you could be putting you and your family at risk andin possible danger of carbon monoxide poisoning.

9Landlord Services - ANNUAL REPORT 2014-2015

STAR SURVEY 2015Satisfaction with repairs

and maintenance

68%

2011

68%

2015

Planned maintenanceIn 2014/15 we spent approximately £3,148,221 onplanned home improvements.

Health and safety• Staffordshire Fire and Rescue Service was

successfully awarded the contract for Home Firesafety checks during 2014/15

• We will be working towards the Health andSafety ROSPA Accreditation

ImprovementProgramme

Howmany

Totalspend

Kitchens 251 £839,000

Bathrooms 192 £791,000

Windows & Doors 228 £317,000

Disabled Adaptations 73 £201,000

‘A’ rated boilerinstallations

441 £1,000,221

TENANT SATISFACTIONWITH GAS SERVICINGARRANGEMENTS

84%

Customer satisfaction forplanned works

91%

2013/14

93%

2014/15

8Looking forward - 2015/2016 • Install replacement boilers at two of the Council’s

sheltered schemes

• Continue with the annual environmental worksprogramme and associated consultation

• Develop an Eco Plan framework to include energyand fuel efficient options

CDEFG


HOME

Disabled Facilities Adaptations (DFAs)Over the past 12 months we have spent £201,000 providing adaptations to enabledisabled people to remain in their property and live independently.

73 DFAs completed of which:

• 61 major works including lifts through floors and level access showers

• 12 minor works completed to include internal and external hand/grab rails, laying nonslip flooring and widening doorways for wheelchairs

Energy efficiencyAs part of the annual environmentalworks programme, a further number ofgarages in the Belgrave area, thosesituated under flats, have had thermalboarding installed. This has consequentlyreduced the ‘U’ value (the value of heatloss) of each property, meaning cheaperutility bills for the occupants of those flats.

ABCDEFG

Before

After

8Looking forward - 2015/2016• Continue to remove old inefficient gas

appliances and install ‘A’ rated appliances

• An upgrade will be undertaken for emergencylighting in the High Rise flats


Number of applicants on the housing waiting list, byband, as at 31 March 2015

Band 1+ 61

Band 1 147

Band 2 329

Band 3 192

Band 4 902

TENANCY

In this section we talk about how quickly we let our homes, how we can help youmaintain your tenancy and how satisfied you are with our overall service.

288COUNCIL PROPERTIESBECAME AVAILABLEFOR RELETTING;

APPROXIMATELY 24PER MONTH

70%OF OFFERS OF

ACCOMMODATIONACCEPTED FIRST

TIME

73MUTUAL

EXCHANGES

34 PEOPLEWERE GIVEN AN

OPTIONAL WELFAREBENEFIT CHECK ATTHE START OF THEIR

TENANCY*

17DAYS ON

AVERAGE TO LETPROPERTIES

95%CUSTOMERS

SATISFIED WITHTHE FINDING AHOME SERVICE

111NOMINATIONS TO

HOUSING ASSOCIATIONPROPERTIES FOR RE-HOUSING PEOPLE

FROM THE HOUSINGWAITING LIST

1,631ACTIVE HOUSINGAPPLICATIONS

AS AT 31 MARCH2015

32FAMILIES

SUCCESSFULLY MOVEDON AS PART OF THEREGENERATIONPROGRAMME ATTINKERS GREEN

Did you know?

* This is where we talk to new tenants about debt/referrals to CAB/referrals tosupport agencies/Staffordshire scheme for help with furniture/DWP crisis loans.The main queries are around what help is available with furniture.


SHELTERED HOUSING

• 100% (66) visits completed for sheltered schemeswithin 24 hours of moving in

• 100% of monitoring sheets completed in relation toLegionella

• 100% of scheme resident meetings held every othermonth

• On average 97.5% (12,902) of alarm callsanswered within 60 seconds

• 100% (91) of needs and risk assessments carried outat all sheltered schemes prior to moving in

• Annual fire safety inspection completed

• Improved heating system at Thomas Hardy Court

• Annual Health and Safety trainingprogramme completed for all Independent Living Managers

Supported Housing

• 100% of lettings turned around within ten days from tenancy end date

• 100% of applicants involved in a needs and risk assessment prior to moving in

• 100% of support plans agreed within four weeks of moving in

• 100% successful move-ons

8Looking forward - 2015/2016• Continue to develop the range of current activities in sheltered housing schemes to enable tenants

to stay well and continue to live independently

• Working with the NHS and associated partners to continue to work and deliver wellbeing sessions

STAR SURVEY 2015Sheltered Housing satisfaction with

Frequency of contact with Independent Living Manager

Overall service provided by Independent Living Manager

Facilities at scheme

Handy Person Service 81%

86%

95%

93%

HEARING LOSSEVENTS AT ALL

SCHEMES

COTTAGEHEALING CENTRETREATMENTS

HAIRDRESSERS

OLIVE BRANCH VISITSFROM THE

STAFFORDSHIRE FIRE &RESCUE SERVICE

Delivered a range of activities at the sheltered schemes to include:

OPTICIANS

DEMENTIAFRIENDS

EAT WELLPROGRAMME

100THANNIVERSARYOF WW1 EVENT

&

££ £ ££££ ££££

RENT

Welfare ReformThe Government’s welfare reforms continue to put a squeeze on people’s incomes.Despite this, nationally £12 billion worth of benefit entitlement goes unclaimed everyyear, including £3.1 billion worth of Housing Benefit and around £2.8 billion ofPension Credit.

Part of welfare reform is to introduce Universal Credit and in preparation for this, we carried out a DigitalInclusion survey to identify who does and does not have access to the internet.

Results from the Digital Inclusion Survey indentifed:

A Universal Credit countdown leaflet has been produced to ensure that tenants are fully aware of UniversalCredit and the possible impact it may have. This leaflet will continue to be sent out with rent statementsuntil all welfare reforms have been introduced.

The following is an extract from the countdown leaflet:


of tenants do not have access to the internet56%

of 46 to 55-year-olds have the greatest access to the internet27%

of tenants do not know that you can only apply for Universal Credit online68%

The introduction of Universal Credit and direct payments

Universal Credit replaces means-tested benefits including Job Seekers Allowance (Income Based), IncomeSupport, Employment and Support Allowance (Income Based), Tax Credits and Housing Benefit. There willbe a transition period between 2013-2017, by which time it is anticipated that all claimants will havechanged to Universal Credit. This change does not affect current pensioners. Universal Credit will be paidby the Department for Work and Pensions directly to tenants. National expansion of Universal Creditcommenced on 23rd March 2015 in Tamworth for new single Jobseekers.

Any single people who are on Jobseekers Allowance should contact the Income Team on 01827 709514.

Further updates will be given in the Open House tenant newsletter and quarterly rent statements.

££ £ ££££ £££ £

££ £ ££££ ££££14 Tamworth Borough Council

2013/2014 2014/2015

The rent collected as a % of annual debit 98.50% 107.70% TOP QUARTILE

Rent loss due to empty properties .72% .38% TOP QUARTILE

£

£££ £ ££ £££ £RENT

Average rent (excluding service charges)

£76.501 BEDROOM

FLAT/MAISONETTE

£85.912 BEDROOM

FLAT/MAISONETTE

£85.881 BEDROOMBUNGALOW

£93.722 BEDROOMBUNGALOW

£88.342 BEDROOM

HOUSE

£107.664 BEDROOM

HOUSE

£96.853 BEDROOM

HOUSE

£

5 TENANTSMOVED TOSHELTEREDACCOMMO-DATION

8 FAMILIESAFFECTED BY

A 25%REDUCTION IN

HOUSINGBENEFIT

2 FAMILIESEITHER

SUCCEEDED TOA PROPERTYOR MUTUALLYEXCHANGED

At the end of the financial year, 12 tenants were affected by the benefit cap, althoughthis may increase as the government considers lowering the threshold further.

Because of the bedroom sanction, we assisted with the transfer of 14 families who downsized via the incentive to move scheme, 7 of which were due to the properties being under-occupied.

3 FAMILIESAFFECTED BY

A 14%REDUCTIONIN HOUSINGBENEFIT

5 FAMILIESMOVED ASPART OF THE

REGENERATIONPROGRAMME

££ £ ££££ ££££ Landlord Services - ANNUAL REPORT 2014-2015

Tenancy Sustainment Officers (Income) continue to engage with customers both out on the estates andthrough Marmion House in an attempt to reduce arrears.

Despite having fewer successful contacts this year, we have still managed to reduce the arrearsby an additional 0.30%

The number of evictions carried out for 2014/15 was 28, compared to 22 in2013/2014. Eviction is always the last resort.

The Tenants’ Portal was successfully introduced during the year and approximately 12,154viewings have been made. This allows tenants to look at their rent account online any time of day or night.

Our quarterly rent incentive draw continues with a prize of £250 to encourage tenants to keep a clear rentaccount.

The rent campaigns continue to encourage customers to pay their rent via direct debit. This method of

payment has increased from 29.65% (1,040) in 2013/2014, to 33% (1,067) in2014/2015

15

You can check yourbalance, pay yourrent, claim housingbenefit or downloada Direct Debit form

online:

www.tamworth.gov.uk

For further information about youraccount you can also contact a memberof the Tenancy Sustainment Team Tel: 01827 709514

DID YOUKNOW?

Attempted contact Total Successful Unsuccessful

Telephone calls 19,318 16,874 2,444

Visits 4,192 1,402 2,790

Interviews 411 394 17

Total 23,921 18,670 5,251

£

££ £ £££ £££

8Looking forward - 2015/2016• Collect information regarding people’s

access to the internet at sign-up and eachtime contact is made with you

• Develop an online budget planner and run aleaflet campaign on affordability, to makeeveryone aware of how much it costs to runa one-bed property

• Carry out a series of consultation eventsabout the introduction of service charges

NEIGHBOURHOOD AND COMMUNITY

In this section we talk about how we work withyou and our partners to keep neighbourhoodsand communal areas greener, cleaner and safer, preventing and tackling incidents of anti-socialbehaviour and supporting tenants whoexperience this where they live.

Regeneration The decision to redevelop Tinkers Green and Kerria estateswas taken following an in-depth study of council housing inTamworth, which found that some housing in these areaswas unpopular with residents, outdated and unsuitable forcurrent housing needs.

The first two phases of the decant at Tinkers Green havebeen successfully completed and the final phase is due tofinish in March 2016. The decant at Kerria will start in April2016 and run until March 2017.

8Looking forward - 2015/2016• Aim to have a developer appointed by May 2016

• The first stage of demolition at Tinkers Green is due tostart early 2016 with the second stage to follow in thesummer 2016

New Development ProgrammeIn February 2011, the Council’s Cabinet agreed to either dispose of or develop 89 garage sites across theborough due to lack of demand, high levels of ASB or investment costs for maintenance:

• 12 sites have now been disposed of to two partner registered providers - Waterloo Housing Groupand Bromford - to deliver new affordable housing

• 4 sites have been developed, to date, by Waterloo Housing Group, to provide 17 new properties• 5 sites providing 21 properties have been developed by Bromford

8Looking forward - 2015/2016• Further sites will be transferred to registered providers. Work is due to start in April, with propertiesscheduled to be completed and ready to let in the autumn. There will be a total of 13 properties built,which will include wheelchair accessible flats and disabled bungalows

• It is our intention for the future to look at further sites as part of a new programme of council housebuilding


STAR SURVEY 2015Tenant satisfaction with their

neighbourhood as a place to live

75%

2011

83%

2015

NEW HOMESWILL BE BUILT

Regeneration statistics

108100PROPERTIES

TO BE DEMOLISHED ATTINKERS GREEN

NEW HOMESWILL BE BUILT

4436

PROPERTIESTO BE

DEMOLISHED ATKERRIA CENTRE

The project is anticipated to cost£21.5 million

Environmental ProgrammeA total of 16 projects have been completedunder the continuing environmental worksprogramme. These have included:

• The enhancement of five drying areas by replacingpathways and sheds

• External improvements to sheltered schemes toinclude erecting raised planters and replacingshrubs and grassed areas throughout the borough

• Low level fencing has been erected at somebungalows, offering better security and reducinganti-social behaviour for the occupants

8Looking forward - 2015/2016• Consideration will be given into erecting security fencing at one of the borough’s sheltered schemes

• The cladding and insulating of garages underneath properties will continue into 2015/16

• Improvements to drying areas will continue throughout the borough

Caretaking Services

8Looking forward - 2015/2016• In conjunction with the regeneration programme, the Caretaking Team will continue to ensure the

estates are kept clear of any debris and rubbish through regular estate inspection checks

Tenancy Sustainment• Introduction of the ’Something’s Not Right’ campaign which tackles poor tenure and tenancy

conditions, with the aim to ensure homes are healthy, warm and safe

• Continue to proactively collect customer profile information and tailor services according to needs

8Looking forward - 2015/2016• Develop a Hoarding Policy

• Look to extend the ‘Something’s Not Right’ initiative to other service areas across the Council


Throughout the year, the Council’s Caretaking Team has dealt with:

178 tonnes of rubbish has successfully been cleared from the estates by the team314CASES 8CASES

NON-OFFENSIVE OFFENSIVE

GRAFFITI REMOVAL

ALLEYWAY CLEARANCES 39GARAGE SITE CLEARANCES 3DRYING AREA CLEARANCES 27

880 CASESFLY TIPPINGREMOVAL

After

BeforeAfter

Before

348 incidents were recorded duringthe year which included:

Noise 131

Pets/animals 50

Harassment/threats 41

Garden nuisance 40

Other 86

NUMBER OF ASB CASES: 296NUMBER OF INJUNCTIONS: 1NUMBER OF EVICTIONS: 1


ANTI - SOCIAL BEHAVIOUR

This is our second year benchmarking with HouseMark, which enables us tocompare our key performance with 305 other housing providers.

Did you know?• We ask every tenant who has reported an

ASB case what they thought about ourservice

• We will consider all suggestions as partof any future environmental programme.Please discuss with your TenancySustainment Officer

• We introduced the vulnerability riskassessment matrix and satisfactionsurvey for alleged perpetrators. Thisenables us to tailor the service toindividual needs

2013/14 2014/15

Number of complaints received 584 296

Percentage of customers satisfied that they were keptinformed throughout their ASB case

57% 79%

Percentage of customers satisfied with the support given tothem during their ASB case

61% 74%

Percentage of customers satisfied with the outcome of theirASB complaint

57% 67%

Successfully closed ASB cases 70% 99% (TOP QUARTILE)

Percentage of customers who have already made a complaintof ASB, who would be willing to report ASB in the future

79% 85%

8Looking forward - 2015/2016• A review of the ASB policy and procedure will

take place in conjunction with new legislationon the ASB Crime and Policing Act 2014

• Continue to work with partners in dealing withcustomers’ complex needs

• Prepare for a health check and Housemark re-accreditation of the ASB Respect Standard

I

We are currently launching an excitingpilot scheme to buy empty homes.This will increase the supply ofaffordable council housing for peopleon the housing register.

The council will consider the re-purchase of anyhomes, but priority will be given to the followingtypes of properties:

• One or two-bedroom properties

• Former council homes

• Meeting the Council’s wider aims aroundpreventing homelessness

So if you know of any one selling their propertythat is:-

• Up to the value of £100,000

• Will be vacant on completion

• In good condition and minimal repair worksrequired

Then give us a call. The money available islimited each financial year, so you will beadvised whether the scheme is open or closedwhen you contact us.


INCREASING OUR HOUSING STOCK

££ £ ££££ ££££ £20 Tamworth Borough Council

Did youknow?

73%CUSTOMERS SATISFIED

WITH THE WAYLANDLORD SERVICESDEALS WITH ASB

• Senior managers regularly review budgets andthe highest areas of spending

• Tenants are involved in the choice andappointment of contractors, suppliers andconsultants to help ensure we get the rightbalance between cost and quality

• Spent more than £3 million on improvements tohomes, ensuring that our core business ofproviding affordable homes to those in needcontinues to expand

• To assess Value for Money (VFM), we use anindependent organisation called HouseMark,which compares our services to other councilsand registered social landlords. HouseMark alsoproduces an annual report which identifies areasfor improvement

• In supported housing we moved from residentialto commercial utilities, making savings of morethan £50k

• Tenants and staff have worked together toreview Tamworth’s Local Offers and used thisfeedback to ensure that our standards continueto meet the needs of customers

• Reviewing the cost of an anti-social behaviourcase without reducing the service

• Continued to remove old inefficient gasappliances and install new ‘A’ rated appliances,reducing heating and hot water energy costs fortenants across the borough

• Continuing to clad and insulate garages,underneath properties, consequently reducingutility bills for the occupants

• The implementation of the tenant portal willreduce the number of quarterly rent statementsthat are posted out

• We continue to provide and improve an easierand accessible service to customers

All performance indicators are either in the top quartile or reflect animproving position.

78%OVERALL TENANTSATISFACTION

WITH LANDLORDSERVICES

89%CUSTOMERS

SATISFIED WITHCOMPLAINTHANDLING

95%TENANTS

SATISFIED WITHFINDING A HOME

94%CUSTOMERS

SATISFIED WITHRESPONSIVEREPAIRS

100%CUSTOMERS

SATISFIED WITHENVIRONMENTAL

WORKS

87%CUSTOMERS SATISFIEDWITH CLEANING OF

INTERNAL COMMUNALAREAS

£££ £ ££ £££ ££VALUE FOR MONEYIn this section we explain how we make sure that our services provide value formoney.

Tamworth Borough Council recognises the importance of demonstrating value for money, which doesn’tonly mean keeping costs to a minimum. Value for money is also achieved through the following:

££ £ ££££ £££££ Landlord Services - ANNUAL REPORT 2014-2015 21

2011/12 2012/13 2013/14 2014/15 Estimatedtop quartile*

Overall satisfaction withLandlord Services 75.2% 75.2% 75.2% 78% 84%

Average time betweenlettings 16 DAYS 14 DAYS 19 DAYS 17 DAYS 20 DAYS

Walkabouts/Estate Inspections 4 4 3

ESTATEINSPECTIONS

= 10

NOTBENCHMARKED

Satisfaction with cleaning86% 86% 87% 87% 86.25%

Number of tenants on thedatabase of involvement 373 348 428 497

NOTBENCHMARKED

% appointments made andkept 99.13% 99.56% 97.57% 97.86% 98%

Gas servicing 99.75% 99.9% 100% 99.69% 100%

Urgent repairscompleted on time 100% 95.09 98.53% 98.02% 97.0%

Customer satisfaction withresponsive repairs 87% 91.45% 93.68% 93.76% 97.0%

Arrears as a % of rent due 2.04% 2.37% 2.28% 1.96% 1.58%

Evictions 8 22 22 28 0.18%

* Figures based on estimated top quartile range when benchmarked nationally

££ £ £££ £££The following indicators have been agreed with tenants and will be reviewed during2015/2016.

££ £ ££££ £££ £22 Tamworth Borough Council

£££ £ ££ £££ ££VALUE FOR MONEYYOU SAID: WE LISTENED:Customers have told us that sometimes there is notenough information provided in Stage One response

letters.

The Complaints Review Panel has worked with staff tocompile a comprehensive suite of standard responseletters that are fully informative in an attempt to reduce

any escalation of a Stage 1 complaint to Stage 2.

Customers have complained that they believe that the90 day repairs category is too long.

This will be reviewed as part of the Repairs Policy2015/16.

Repair appointments are not always given outroutinely and customers have reported that they are

not always offered a job reference number.

Mears call centre staff have been requested to routinelyoffer appointments and issue job reference numbers sothat jobs can always be traced back to the customer.Mears has also invited customers from tenant working

groups to shadow call centre staff.

Repair operatives requesting to use tenants’ tools. This was raised with operatives as part of Mears ‘toolbox talks’.

Bathroom refurbishments taking longer to completethan originally advised.

In reality, bathroom refurbishments are being completedwithin agreed timescales - it is simply that the agreedtimescales are longer than some customers would like.This is further compounded by the fact that operativesare not on site constantly which again gives customersthe view that the work could be completed more quickly

if operatives were on site more frequently.Communication between customers and the Tenant

Liaison Officer has been improved.

Customers having to enquire about the outcome oftheir banding review.

A response letter is now sent out within seven days toadvise customers that the review will take place overforthcoming weeks and the customer will be advised

accordingly.

Residents believe that the time taken to resolve theirdamp and condensation issues takes far too long.

In the majority of cases, the issue of damp andcondensation is the result of individual lifestyle. Whenthis is proved to be the case, staff will offer advice andassistance to customers, along with supporting literatureon how they can mitigate risks of condensation and

damp. When this is not the cause, we will endeavour towork with Oaks Preservation to reduce the time taken to

diagnose a damp/condensation issue.

£

FEEDBACK FORM

Your feedback is very important to us. We want to hear your views so that nextyear’s Annual Report to tenants can give you more of what you want.

1. Did you find the content of this report useful to you? o Yes o No

2. Was this report clear and easy to read? o Yes o No

3. Would you read future annual reports? o Yes o No

If answered ‘No’ to questions 1, 2 or 3 we would be interested to know why?

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4. In the future, how would you prefer to receive the report?

o Hard copy in the post o Download from the websiteo Prefer not to receive the report o Available on request o By email

5. Is there any other information you would like us to include in the future or do youhave any additional comments to make about the Annual Report to Tenants 2015?

o Yes o No

If yes, what?

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Please return this form to:Tamworth Regulatory & Involvement Team.Tamworth Borough Council,Marmion House, Lichfield Street,Tamworth,StaffordshireB79 7BZ


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Designed and produced byTamworth Borough Council Marmion HouseLichfield StreetTamworthStaffordshireB79 7BZ

01827 709709www.tamworth.gov.uk

Landlord Services Annual Report 2014-2015

Documents

Transcript of Landlord Services Annual Report 2014-2015